User Guide: Winter '13

How to be Successful with Salesforce

Last updated: October 20 2012

Copyright 20002012 salesforce.com, inc. All rights reserved. Salesforce.com is a registered trademark of salesforce.com, inc., as are other

names and marks. Other marks appearing herein may be trademarks of their respective owners.

Table of Contents

Table of Contents
Welcome.............................................................................................................................................1 What's New in Salesforce?....................................................................................................................1
Overview...................................................................................................................................................................................2 Getting Started..........................................................................................................................................................................9

Working in Salesforce........................................................................................................................28
Personal Setup.........................................................................................................................................................................28 Home Tab...............................................................................................................................................................................55 Accounts..................................................................................................................................................................................64 Activities................................................................................................................................................................................119 Contacts................................................................................................................................................................................180 Contact Roles........................................................................................................................................................................218 Contracts...............................................................................................................................................................................221 Custom Object Records........................................................................................................................................................234 Documents............................................................................................................................................................................245 Email.....................................................................................................................................................................................255 List Views..............................................................................................................................................................................270 Notes & Attachments...........................................................................................................................................................285 Salesforce CRM Content......................................................................................................................................................290 Salesforce for Google Apps...................................................................................................................................................320 Search and Tags....................................................................................................................................................................339 Salesforce Touch...................................................................................................................................................................380

Administering Salesforce..................................................................................................................385
Setting Up Your Organization..............................................................................................................................................385 Company Information...........................................................................................................................................................390 Multiple Currencies...............................................................................................................................................................449 Advanced Currency Management.........................................................................................................................................455 Divisions................................................................................................................................................................................458 Managing Mail Merge Templates.........................................................................................................................................466 Using Letterheads.................................................................................................................................................................471 Managing Email Templates..................................................................................................................................................474 Translation Workbench........................................................................................................................................................492 User Management.................................................................................................................................................................507 Security and Sharing..............................................................................................................................................................619 Data Management.................................................................................................................................................................767 Data.com Administration......................................................................................................................................................888 D&B Company Administration............................................................................................................................................912 Administering Data.com Clean.............................................................................................................................................922 Monitoring............................................................................................................................................................................945 Salesforce Mobile..................................................................................................................................................................975

Table of Contents Administering Salesforce for Outlook.................................................................................................................................1028 Email Administration..........................................................................................................................................................1051 Search and Tags..................................................................................................................................................................1063 Customize...........................................................................................................................................................................1067 Critical Updates Console.....................................................................................................................................................1678 Force.com Sites...................................................................................................................................................................1682 Live Agent Setup.................................................................................................................................................................1731 Customer Portal..................................................................................................................................................................1751

Building and Extending Apps..........................................................................................................1802

App Setup Overview...........................................................................................................................................................1802 Create..................................................................................................................................................................................1803 Develop...............................................................................................................................................................................2084 Deploy.................................................................................................................................................................................2316 Installed Packages................................................................................................................................................................2335

Building Sites.................................................................................................................................2364
Site.com Overview...............................................................................................................................................................2364 Setting Up Users..................................................................................................................................................................2365 Getting Started with Site.com.............................................................................................................................................2372 Creating and Managing Sites..............................................................................................................................................2381 Creating and Managing Folders..........................................................................................................................................2388 Importing and Managing Assets.........................................................................................................................................2389 Creating and Managing Pages.............................................................................................................................................2391 Adding Features and Page Elements...................................................................................................................................2405 Styling Your Website..........................................................................................................................................................2426 Working with Dynamic Data..............................................................................................................................................2439 Using Events to Create Animated Effects...........................................................................................................................2470 Editing Site Content...........................................................................................................................................................2474 Previewing Site.com Sites....................................................................................................................................................2484 Managing Domains and Live Sites.....................................................................................................................................2485

Collaborating with Chatter.............................................................................................................2493

Chatter Overview................................................................................................................................................................2493 Chatter Terminology...........................................................................................................................................................2494 Using Chatter......................................................................................................................................................................2496 Chatter Tab Overview.........................................................................................................................................................2497 User Profiles........................................................................................................................................................................2497 People..................................................................................................................................................................................2502 Groups.................................................................................................................................................................................2505 Feeds...................................................................................................................................................................................2518 Files.....................................................................................................................................................................................2541 Search..................................................................................................................................................................................2562 Topics..................................................................................................................................................................................2564 Chatter Activity and Influence............................................................................................................................................2566 Favorites..............................................................................................................................................................................2566

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Table of Contents Bookmarks...........................................................................................................................................................................2569 Messages..............................................................................................................................................................................2570 Chat.....................................................................................................................................................................................2575 Email Notifications.............................................................................................................................................................2581 Recommendations...............................................................................................................................................................2583 Moderating Chatter............................................................................................................................................................2584 Chatter Desktop..................................................................................................................................................................2586

Selling............................................................................................................................................2597
Account Teams...................................................................................................................................................................2597 Assets...................................................................................................................................................................................2604 Competitors.........................................................................................................................................................................2612 Forecasting..........................................................................................................................................................................2616 Customizable Forecasts.......................................................................................................................................................2623 Forecasts..............................................................................................................................................................................2634 Opportunities......................................................................................................................................................................2651 Quotes.................................................................................................................................................................................2670 Data.com.............................................................................................................................................................................2684 D&B Companies.................................................................................................................................................................2717 Data.com Clean...................................................................................................................................................................2725 Products...............................................................................................................................................................................2733 Opportunity Teams.............................................................................................................................................................2764 Territory Management........................................................................................................................................................2773 Salesforce for Wealth Management....................................................................................................................................2802 Relationship Groups............................................................................................................................................................2811 Salesforce for Outlook.........................................................................................................................................................2829 Connect for Outlook...........................................................................................................................................................2869 Connect for Lotus Notes.....................................................................................................................................................2897 Connect for Office..............................................................................................................................................................2927 Connect Offline..................................................................................................................................................................2934 Mail Merge..........................................................................................................................................................................2956

Marketing......................................................................................................................................2962
Campaigns...........................................................................................................................................................................2962 Leads...................................................................................................................................................................................3011 Salesforce for Google AdWords..........................................................................................................................................3044

Analytics........................................................................................................................................3059
Reporting on Salesforce Data .............................................................................................................................................3059 Dashboards..........................................................................................................................................................................3214 Report Types.......................................................................................................................................................................3269 Analytic Snapshots..............................................................................................................................................................3278

Providing Support..........................................................................................................................3293
Call Center..........................................................................................................................................................................3293 Cases....................................................................................................................................................................................3338

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Table of Contents Using Case Feed..................................................................................................................................................................3381 Case Teams.........................................................................................................................................................................3415 Portals..................................................................................................................................................................................3427 Solutions..............................................................................................................................................................................3429 Salesforce Knowledge..........................................................................................................................................................3452 Console................................................................................................................................................................................3489 Service Cloud Console........................................................................................................................................................3501 Ideas....................................................................................................................................................................................3514 Answers...............................................................................................................................................................................3529 Chatter Answers..................................................................................................................................................................3542 Social Media........................................................................................................................................................................3548 Entitlement Management...................................................................................................................................................3549 Using Live Agent................................................................................................................................................................3608

Partner Selling................................................................................................................................3632
Salesforce to Salesforce........................................................................................................................................................3632 Connection Finder..............................................................................................................................................................3665 Partners...............................................................................................................................................................................3669 Partner Portal......................................................................................................................................................................3674

Checkout.......................................................................................................................................3722
Checkout.............................................................................................................................................................................3722

More Resources..............................................................................................................................3727
FAQ....................................................................................................................................................................................3727 Printable Tip Sheets & User Guides...................................................................................................................................3923 Accessibility.........................................................................................................................................................................3934 Salesforce Online Help Glossary.........................................................................................................................................3943

Index..............................................................................................................................................3979

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WELCOME

What's New in Salesforce?

Current Release
The latest release includes new features for sales, support, marketing, and Chatter users as well as enhancements to the platform. For more information, visit the Winter 13 community page. For a complete listing of new features along with implementation tips and best practices, see: Winter 13 Release Notes Force.com Connect for Lotus Notes Release Notes Force.com Connect for Office Release Notes Force.com Connect Offline Release Notes Force.com Connect for Outlook Release Notes Salesforce for Outlook Release Notes Database.com Release Notes

Past Releases
For information about new features introduced in previous releases, see: Summer '12 Release Notes Spring '12 Release Notes Winter '12 Release Notes Summer '11 Release Notes Spring '11 Release Notes Winter '11 Release Notes Summer '10 Release Notes Spring '10 Release Notes Winter '10 Release Notes Summer '09 Release Notes Spring '09 Release Notes Winter '09 Release Notes Summer '08 Release Notes Spring '08 Release Notes Winter '08 Release Notes Summer '07 Release Notes Spring '07 Release Notes Force.com Mobile 7.0 for BlackBerry Release Notes Force.com Mobile 6.1 for Windows Mobile 5 Release Notes Winter '07 Release Notes Summer '06 Release Notes

Overview

Introduction

Winter '06 Release Notes Force.com Mobile 6.0 Release Notes Summer '05 Release Notes Winter '05 Release Notes Summer '04 Release Notes Spring '04 Release Notes Winter '04 Release Notes

OVERVIEW
Introduction
Your Edition determines which features and functionality you can access. To determine which Edition you are using, check the title bar of your browser.

Welcome to the award-winning cloud-computing provider designed for you to manage your customer relationships, integrate with other systems, and build your own applications. Salesforce includes the following products and services: Salesforce Applications Salesforce includes prebuilt applications for customer relationship management (CRM) ranging from sales force automation to partner relationship management, marketing, and customer service. Force.com Platform The Force.com platform is the first platform as a service (PaaS), enabling developers to create and deliver any kind of business application entirely on-demand and without software. The platform also includes easy-to-use, point-and-click customization tools to help you create solutions for your unique business requirements, without any programming experience. Database.com Database.com is a multitenant cloud database service thats designed to store data for mobile, social enterprise applications. You can use Database.com as the back-end database for applications that are written in any language and run on any platform or mobile device. Database.com's built-in social computing infrastructure and native support for building sophisticated REST-based APIs enable you to create employee-facing, native mobile and social apps. AppExchange AppExchange is a marketplace featuring hundreds of cloud applications created by salesforce.com customers, developers, and partners. Many of the applications are free and all of them are pre-integrated with Salesforce, enabling you to easily and efficiently add functionality.

Overview

What Is an Edition?

Salesforce.com Community Salesforce.com provides training, support, consulting, events, best practices, and discussion boards to help you be successful. Visit Salesforce.com Community.

See Also:
Sales Cloud Overview Service Cloud Overview What Is an Edition? Personal Edition Group Edition Professional Edition Enterprise Edition Unlimited Edition Developer Edition Database.com Edition

What Is an Edition?
Your Edition determines which features and functionality you can access. To determine which Edition you are using, check the title bar of your browser.

Salesforce.com offers several bundles of its products and services, each geared toward a different set of business needs. These bundles, called Editions, all have the same look and feel, but vary by feature, functionality, and pricing. For example, a feature that is available in Professional Edition for an additional fee may be included in Enterprise Edition. For a comparison chart of Editions and their features, see Selecting the right Salesforce Edition. The online help describes all generally available features, including those that may not be available in your Edition. Refer to the Available in: line at the top of a help topic to see if it applies to your Edition.

See Also:
Introduction Personal Edition Group Edition Professional Edition Enterprise Edition Unlimited Edition Developer Edition Understanding User License Types

Overview

Personal Edition

Personal Edition
Personal Edition is a CRM solution designed for an individual sales representative or other single user. Personal Edition provides access to key contact management features such as accounts, contacts, and synchronization with Microsoft Outlook. It also provides sales representatives with sales tools such as opportunities. Beginning with the Summer '09 release which occurred in June 2009, new organizations do not include access to opportunities. Organizations that signed up prior to June 2009 still have access to opportunities.

Contact Manager
Contact Manager is designed for small businesses and provides access to key contact management features including accounts, contacts, activities, calendars, notes and attachments, and reports. Contact Manager also provides straightforward and easy-to-use customization options. For more information about Contact Manager features, visit the Salesforce Pricing & Editions page.

Group Edition
Salesforce Group Edition is designed for small businesses and workgroups with a limited number of users. Group Edition users can manage their customers from the start of the sales cycle through closing the deal to providing customer support and service. Group Edition offers access to accounts, contacts, opportunities, leads, cases, dashboards, and reports. For more information about Group Edition features, visit the Salesforce Pricing & Editions page.

See Also:
Tip sheet: Using Group Edition Administrator tip sheet: Setting Up Group Edition

Professional Edition
Salesforce Professional Edition is designed for businesses who need full-featured CRM functionality. Professional Edition includes straightforward and easy-to-use customization, integration, and administration tools to facilitate any small- to mid-sized deployment. For more information about Professional Edition features, visit the Salesforce Pricing & Editions page.

Enterprise Edition
Salesforce Enterprise Edition is designed to meet the needs of large and complex businesses. In addition to all of the functionality available in Professional Edition, Enterprise Edition organizations get advanced customization and administration tools that can support large-scale deployments. Enterprise Edition also includes access to the Web services API so you can easily integrate

Overview

Unlimited Edition

with back-office systems. For more information about Enterprise Edition features, visit the Salesforce Pricing & Editions page.

See Also:
Administrator setup guide: Enterprise Edition Upgrade Guide Force.com API Usage Limits

Unlimited Edition
Unlimited Edition is salesforce.com's flagship solution for maximizing CRM success and extending that success across the entire enterprise through the Force.com platform. Unlimited Edition customers benefit from new levels of platform flexibility for managing and sharing all of their information on demand. Unlimited Edition includes all Enterprise Edition functionality plus Premier Support, full mobile access, unlimited custom apps, increased storage limits, and more. For more information about Unlimited Edition features, visit the Salesforce Pricing & Editions page.

See Also:
Enterprise Edition Force.com API Usage Limits

Developer Edition
Developer Edition provides access to the Force.com platform and API. It allows developers to extend the Salesforce system, integrate with other applications, and develop new tools and applications. Developer Edition provides access to many of the features available with Enterprise Edition. Salesforce.com does not provide technical support for Developer Edition. You can solicit help from the developer community message boards available to registered users via the Force.com developer website - developer.force.com. Documentation for Developer Edition is available from the Technical Library.

See Also:
Force.com API Usage Limits

Database.com Edition
Database.com is a multitenant cloud database service thats designed to store data for mobile, social enterprise applications. You can use Database.com as the back-end database for applications that are written in any language and run on any platform or mobile device. Database.com's built-in social computing infrastructure and native support for building sophisticated REST-based APIs enable you to create employee-facing, native mobile and social apps. As a Salesforce user, youre already using Database.com when youre performing tasks such as creating custom objects, managing security, or importing data with the Force.com platform and API.

Overview

Sales Cloud Overview

A standalone version of Database.com is available for developers who want to create applications that leverage other languages, platforms, and devices.

See Also:
Getting Started with Database.com

Sales Cloud Overview

Your Edition determines which features and functionality you can access. To determine which Edition you are using, check the title bar of your browser.

The Sales Cloud helps you build stronger relationships with customers, gain better visibility into sales, and close more deals, whether you're in the office or on the road. Sales Cloud features are listed below.

Selling
Account and Contact Management Accounts Account Teams Contacts Contact Roles Data.com Contracts

Opportunities Opportunities Products Quotes Competitors Team Selling Forecasts

Marketing
Leads Campaigns Salesforce for Google AdWords

Analytics
Analytic Tools Reports Dashboards

Overview

Service Cloud Overview

Partner Selling
Partners Partner Portal Salesforce to Salesforce

Productivity Resources
Collaboration Chatter Files Tab

Calendar and Email Activities Email Salesforce for Outlook Mail Merge

Content Files Tab Salesforce CRM Content Document Library Salesforce for Google Apps Connect for Office

Mobile Salesforce Mobile

Offline Connect Offline

See Also:
Service Cloud Overview Introduction

Service Cloud Overview

Your Edition determines which features and functionality you can access. To determine which Edition you are using, check the title bar of your browser.

The Service Cloud helps you provide more responsive customer service, increase agent productivity, reduce service costs, and gain better visibility into your service organization, whether you're in the office or on the road. Service Cloud features are listed below.

Overview

Service Cloud Overview

Contact Center
Case Management Cases Case Feed Case Teams Email-to-Case Web-to-Case Console Tab Service Cloud Console Live Agent

Workflow Case Auto-Response Rules Case Assignment Rules Case Escalation Rules Custom Workflow Rules

Telephony Computer-Telephony Integration (CTI) Computer-Telephony Integration Toolkit

Salesforce Knowledge Base

Salesforce Knowledge Data Categories

Solutions
Solutions HTML Solutions

Entitlements and Service Contracts

Entitlement Management

Email Templates
Text, HTML, and Visualforce Email Templates

Web Portals
Customer Portal Partner Portal

Community
Answers Ideas Salesforce for Twitter and Facebook

Getting Started

Getting Started with Salesforce

Analytics
Analytic Tools Reports Dashboards

Productivity Resources
Collaboration Chatter Files Tab

Calendar and Email Activities Email Salesforce for Outlook Mail Merge

Content Files Tab Salesforce CRM Content Document Library Salesforce for Google Apps Connect for Office

Mobile Salesforce Mobile

Offline Connect Offline

See Also:
Sales Cloud Overview Introduction

GETTING STARTED
Getting Started with Salesforce
Available in: All Editions except Database.com

With Salesforce, you can enter, organize, and find your important business data. To get started, review these preliminary steps.

Getting Started

Trial Overview

For All Users

Review the Salesforce online training courses. Edit your personal information. Import your existing contacts.

For Administrators
Set up your Salesforce organization. Import your company's existing data.

For Developers
Review the Documentation Resources for Force.com Developers.

See Also:
Language Settings Overview Error Messages Entering Data

Language Settings Overview

Available in: All Editions except Database.com

The Salesforce Web user interface, Salesforce for Outlook, Connect for Outlook, Connect Offline, and Connect for Office are available in multiple languages. The Salesforce Web user interface has two language settings: Personal languageAll on-screen text, images, buttons, and online help display in this language. Edit your personal information to change this setting. Default organization languageThis applies to all new users until they select their personal language. This setting also determines the language in which all customizationssuch as custom fields, tabs, and user interface optionsare stored. For customizations, users' personal language settings don't override this default setting. Some setup items that are manually entered by an administrator can be translated in the Translation Workbench. Administrators can change this setting by editing the company information. Text entered by users remains in the language in which it was entered.

Trial Overview
Available in: All Editions except Database.com

During your trial, you can evaluate Salesforce before you subscribe. Your trial includes:

10

Getting Started

Trial Overview

Sample data. You can delete sample data or start a new trial. Administrator privileges. The person who signed up automatically becomes the administrator. You can add another administrator when you add more users. A variety of Salesforce features. The ability to subscribe to Salesforce. Note: Features included in your trial may not be available in the Edition you choose to purchase. If you set up multiple users in your trial and later choose to convert to Personal Edition, all users except the original system administrator will be deactivated.

See Also:
Adding or Subtracting User Licenses

Deleting Trial Data

Available in: All Editions except Database.com

User Permissions Needed To delete trial data: Modify All Data

When you sign up for Salesforce, your organization is initially populated with some sample data. During your trial period, administrators can delete all of this sample data plus all of your organizations data at one time. To delete all of the existing data in a trial organization: 1. Click Your Name > Setup > Data Management > Delete All Data. This link is available only during your trial period. 2. Enter the requested text stating that you understand that all of the data in your organization will be deleted. This includes both sample data and data you have entered. Your user and administration setup is not affected. 3. Click Submit. After your trial period has ended, you can delete any sample data manually or with the Mass Delete feature.

See Also:
Trial Overview Starting a New Trial

11

Getting Started

Troubleshooting Login Issues

Starting a New Trial

Available in: Contact Manager, Group, Professional, Enterprise, and Unlimited Editions

User Permissions Needed To start a new trial: Modify All Data

When you sign up for Salesforce, you can choose an industry-specific template with sample data. During your trial period, you can start a new trial with a blank template. To start a new trial, you must abandon your current trial, including all data and customizations. You can start a new trial if you have: Less than 1000 rows of data No additional user licenses added by salesforce.com No additional functionality enabled by salesforce.com

To start a new trial: 1. Click Your Name > Setup > Data Management > Start a New Trial. This link is available only during your trial period. 2. Select your language and template preferences. 3. Enter the requested text stating that you want to abandon your current trial organization and all of its data. This includes both sample data and data you have entered. 4. Check the box to confirm that all of your current trial data will be lost. 5. Click Submit. 6. When the confirmation page appears, click Submit. Note: By choosing to start a new trial, you are abandoning your current trial organization including all existing data and customizations. You will no longer be able to access the trial or data. Only usernames will be preserved.

See Also:
Trial Overview Deleting Trial Data

Troubleshooting Login Issues

Available in: All Editions except Database.com

Logging in for the first time: 1. Your administrator adds you as a user.

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Getting Started

Navigating

2. You receive an email with a link. Click the link to log in. 3. While logging in, you are prompted to change your password, and set a security question response. The first time you log in you are prompted to change the temporary password that was emailed to you. Salesforce recommends that you change your password periodically to protect the privacy of your data. If your administrator has set the User passwords expires in setting, you must change your password periodically. Overcoming password issues: Forgot your password? Retrieve it. Locked out? Wait until the lockout period expires and try again, or contact your administrator. Password expired? Change your password when prompted.

The password policies set up by your administrator determine how many failed logins are allowed, how long the lockout period lasts, and password requirements such as minimum length. Note: If your session is inactive for a period of time, the system prompts you to continue working or log out. If you don't respond to this time-out prompt, the system displays a login page.

Navigating
Available in: All Editions except Database.com

You can navigate between pages and select options using standard text and button links. On any detail page you can click the Back to List: link to return to your most recently viewed list page. The kind of list that you will be returning to is appended after the colon. For example, if the last list page you viewed was the 'D' page of the All Accounts view, clicking Back to List: Accounts returns you to that page. Similarly, if your most recently viewed list page was a list of cases, then the link would be Back to List: Cases. The link isn't available if you haven't viewed any list pages in your current session. If your organization has enabled collapsible page sections, use the arrow icons next to the section headings to expand or collapse each section on the detail page. Note: Buttons and links mentioned in the online help only display for users who have the appropriate user permissions.

See Also:
About the Sidebar Navigating Long Lists

13

Getting Started

Entering Data

Entering Data
Available in: All Editions except Database.com

Remember to click Save so you dont lose your changes. Required fields are marked with red on editable pages. All other fields are optional. Use inline editing to edit fields directly on the detail page. If inline editing isn't enabled, contact your administrator.

See Also:
Entering Dates and Times Entering Currency Entering Phone Numbers Selecting Picklist Values

Entering Dates and Times

Available in: All Editions except Database.com

Many fields allow you to enter a date or a time in the format specified by your Locale setting. For more information about these formats, see What format is used for dates, times, and names in Salesforce? on page 3731. To enter a time, do one of the following: Click the link next to the field on the edit page to enter the current time. Manually enter a time in the format allowed by your Locale setting.

To enter a date: 1. Click in the date or date/time field on an edit page. 2. Choose a date from the calendar, or manually enter a date. All dates display with four digits for the year, although you can enter two or four digits according to these guidelines. Examples are shown in the English (United States) locale: Enter two digits from 00 to 59 for years 2000 - 2059, for example, 12/30/40 is saved as December 30, 2040 Enter two digits from 60 to 99 for years 1960 - 1999, for example, 12/30/60 is saved as December 30, 1960 Enter four digits for any year from 1700 to 4000

3. Optionally, enter a literal date value. If your locale and language are English, you can use the following literal date values for entering dates:

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Getting Started

Entering Data

Literal Date Value Yesterday Today Tomorrow Monday Tuesday Wednesday Thursday Friday Saturday Sunday mm/dd

Range The day before the current day. The current day. The day after the current day. The next Monday. If the current day is Monday, the current day. The next Tuesday. If the current day is Tuesday, the current day. The next Wednesday. If the current day is Wednesday, the current day. The next Thursday. If the current day is Thursday, the current day. The next Friday. If the current day is Friday, the current day. The next Saturday. If the current day is Saturday, the current day. The next Sunday. If the current day is Sunday, the current day. The values for the day and month and the current year. For example, 12/31 would expand to 12/31/2009 if the year is 2009. The values for the day and month and the current year. For example, 12.31 would expand to 12/31/2009 if the year is 2009. The values for the day and month and the current year. For example, 12-31 would expand to 12/31/2009 if the year is 2009.

mm.dd

mm-dd

If the field is a date/time field, the time is set to the current time. These literal date values are not case sensitive. Tip: You can set these literal date values using the first three letters. For example, yes for yesterday or mon for Monday. For additional literal date values, see Literal Date Values for Filter Criteria.

Minimum and Maximum Dates Only dates within a certain range are valid. The earliest valid date is 1700-01-01T00:00:00Z GMT, or just after midnight on January 1, 1700. The latest valid date is 4000-12-31T00:00:00Z GMT, or just after midnight on December 31, 4000.

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Getting Started

Entering Data

Note: These values are offset by your time zone. For example, in the Pacific time zone, the earliest valid date is 1699-12-31T16:00:00, or 4:00 PM on December 31, 1699.

See Also:
Entering Data Entering Currency Entering Phone Numbers Selecting Picklist Values

Entering Currency
Available in: All Editions except Database.com

In currency fields such as Quota or Annual Revenue, the Currency Locale setting in your Company Information determines the format and currency type of amounts you enter. For Group, Professional, Enterprise, and Unlimited Edition organizations that use multiple currencies, the format and currency type is determined by the Currency field in the record. When you enter a monetary amount (or any other type of number), you can use the shortcuts k, m, or b to indicate thousands, millions, or billions. For example, when you enter 50k it displays as 50,000. However, these shortcuts do not work for filter criteria.

See Also:
Entering Data Entering Dates and Times Entering Phone Numbers Selecting Picklist Values Managing Multiple Currencies

Entering Phone Numbers

Available in: All Editions except Database.com

When you enter phone numbers in various phone fields, Salesforce preserves whatever phone number format you enter. However, if your Locale is set to English (United States) or English (Canada), ten-digit phone numbers and eleven-digit numbers that start with 1 are automatically formatted as (800) 555-1212 when you save the record. If you do not want this formatting for a ten- or eleven-digit number, enter a + before the number, for example, +49 8178 94 07-0.

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Getting Started

Entering Data

Note: If your ten- and eleven-digit phone numbers have Salesforces automatic format, you may need to enter the parentheses when specifying filter conditions in areas such as custom reports, custom views, and lead assignment rules, for example, Phone starts with (415).

See Also:
Entering Data Entering Dates and Times Entering Currency Selecting Picklist Values

Selecting Picklist Values

In Salesforce, you may encounter a few different types of picklist fields: Standard picklists - Click the down arrow to select a single value. Multi-select picklists - Double click on any available value in one scrolling box to add that value to the selected scrolling box on the right. You can choose a single value or multiple values. To select values within a range, select the first value and click the last value in the range while holding down the SHIFT key; then, click the arrow to add selections to the chosen box. Dependent and controlling picklists work in conjunction with each other. The value chosen in the controlling picklist affects the values available in its dependent picklist. Both controlling and dependent picklists are indicated on edit pages by an icon. Hover your mouse over the icon to display the name of the controlling or dependent picklist.

See Also:
Entering Data Entering Dates and Times Entering Currency Entering Phone Numbers

Editing Data Using Inline Editing

Inline editing settings available in: All Editions except Database.com

User Permissions Needed To enable inline editing: Customize Application

Inline editing allows users to quickly change field values on a record's detail page, saving the user from having to access the record's edit page first.

17

Getting Started

Entering Data

To enable inline editing for your organization, see Customizing User Interface Settings on page 1667. To edit a record using inline editing: 1. Hover your mouse over the field you want to change: indicates an editable field indicates a read-only field (such as Last Modified By)

2. Double-click the highlighted region next to the field. The field changes to edit mode. Salesforce displays compound fields in a dialog box so that all portions of the field can be edited. Examples of compound fields include addresses, first and last names, dependent picklists, and dependent lookups. 3. Enter the new value. Press Esc while your cursor is in a field's edit box to revert a change for that field. 4. Click away from the field to confirm your change and continue making edits. If you are editing a field that is not a text area field, you can also press Enter to confirm your change. Confirmed changes display in bold orange text. To revert a change, click next to the field. 5. Press Enter again or click Save to commit all confirmed changes. Important: Salesforce doesn't save confirmed changes to field values until you commit them by pressing the Enter key a second time or clicking Save. Navigating away from the page without committing changes cancels all edits made to the record.

Tips for Saving Inline Edits Press Enter while your cursor is in a field's edit box to confirm the change for that field. Press Enter when no fields are in edit mode to save all edits to the record.

Unsupported Behaviors Removing the Edit button from a page layout doesn't prevent users from modifying the record using inline editing. To prevent users from editing data altogether, administrators should use any combination of sharing rules, field-level security, page layout field properties, validation rules, permissions or Visualforce pages. Inline editing isn't available for users with accessibility mode enabled. Inline editing isn't available for the following standard checkboxes on case and lead edit pages: Case Assignment (Assign using active assignment rules) Case Email Notification (Send notification email to contact) Lead Assignment (Assign using active assignment rule) You can't use inline editing on setup pages. Solution descriptions can't be modified using inline editing if HTML solutions are enabled. Inline editing isn't supported in the Customer Portal. You can use inline editing to change the values of fields on records for which you have read-only access, either via field-level security or your organization's sharing model; however, Salesforce doesn't let you save your changes, and displays an insufficient privileges error message when you try to save the record. Inline editing isn't supported in the dashboard. The fields in the following standard objects are not inline editable. All fields in Documents and Pricebooks All fields in Tasks except for Subject and Comment All fields in Events except for Subject, Desription, and Location

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Getting Started

Entering Data

Full name fields of Person Accounts, Contacts, and Leads. However, their component fields are, for example, First Name and Last Name. Special Cases Inline editing is available on detail pages for all editable fields on edit pages, except for some fields on tasks, events, price books, and documents. To edit any of these, navigate to the edit page of a record, change the value of the field desired, and then click Save. The following table lists the objects that have inline editing restrictions on some of their fields. You may need special permissions to view some of these fields: Object All Objects Opportunities Fields All fields are editable except long text area fields. All fields are editable, except the following fields are only editable on detail pages (not on list views): Amount Stage Forecast Category Quantity All fields are editable, except Lead Status is only editable on detail pages (not on list views). All fields are editable, except Case Status is only editable on detail pages (not on list views). All fields are editable, except Contract Status is only editable on detail pages (not on list views). Only the following fields are editable: Description Location Subject Type Custom fields Only the following fields are editable: CallType Description Subject Type Custom fields No fields are editable. No fields are editable.

Leads Cases Contracts Events

Tasks

Documents Pricebooks

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Getting Started

Accessing Data

Error Messages
While using Salesforce, you may occasionally get an error message. Typically, this happens when you try to view, edit, or delete information to which you don't have access. The message page that displays should explain the reason for the error. Click your browsers Back button to return to the previous page. If you feel you have incorrectly received an error, click Help & Training at the top of any page and select the My Cases tab to submit your issue directly to Customer Support.

Accessing Data
Available in: All Editions except Database.com

Your administrator can customize many different areas to secure your company's data. Additionally, users in Professional, Enterprise, Unlimited, and Developer edition organizations can control the access that other users have to their data by sharing records individually with colleagues. To determine whether you can access data, review this table: Action To view a tab: Access Needed You must have the Read permission on the records within that tab. Make sure you have customized your personal display to show the tab. Make sure you have the Read permission on the type of record you want to view. Professional, Enterprise, Unlimited, and Developer Edition organizations can set a sharing model that determines the access users have to records they do not own. Depending on your sharing model, the owner may need to share the record with you if you are not the owner of the record or above the owner in the role hierarchy. Enterprise, Unlimited, and Developer Edition organizations can use territory management to grant access to accounts, opportunities, and cases. Make sure you have the Read permission on the type of record for the field. For Enterprise and Unlimited Edition organizations, check the field-level security; your field-level security settings may prevent you from seeing the field. Check your page layout; depending on your page layout settings, you may see some fields and not others.

To view a record:

To view a field:

20

Getting Started

Using Salesforce Help

Action To edit a field:

Access Needed Make sure you have the Edit permission on the type of record for the field. For Enterprise and Unlimited Edition organizations, check the field-level security; your field-level security settings may set a field to Read-Only. Check your page layout; page layouts can set fields to read only. Make sure you have the Read permission on the type of records displayed in the related list. Check your page layout; depending on your page layout settings, you may see some fields and not others. Make sure you have the necessary permission to perform the action. Buttons and links only display for users who have the appropriate user permissions to use them.

To view a related list:

To view a button or link:

Using Salesforce Help

All information in the online help applies to All Editions, unless otherwise noted.

The Salesforce Help site gives you the information you need to be successful. You can: Get Help for What You're Working On Find Answers to Your Questions Print Help Download Tip Sheets and Other Guides Review Documentation for Force.com Developers Contact Support

Get Help for What You're Working On On any Salesforce page, click Help for this Page to get context-sensitive help for the page. On any related list or overlay, click Help to get context-sensitive help. Find Answers to Your Questions To get targeted information, enter keywords or a phrase in the Help search box. You'll get a list of matching resources, which you can refine by role, language, application area, or document type: help documentation, knowledge articles from Customer Support, best practices, and training classes. For more information about the Help site's features and content, start with the How to Use Help gadget on the Help site home page.

21

Getting Started

Supported Browsers

Print Help Click Print this page from any Help page to print a single page. To print the entire user guide, which is a PDF version of the help documentation, click Printable User Guide in the Documentation gadget or from any Help page. Because the user guide is thousands of pages, we recommend you print only a single page or a range of pages. Download Tip Sheets and Other Guides You can find tip sheets, user guides, and other resources from Printable Tip Sheets & User Guides on page 3923. You can also access these documents from the Documentation gadget on the Help site home page. Review Documentation for Force.com Developers If you are working with the Force.com platform, you'll find the information you need in Documentation Resources for Force.com Developers on page 2269. You can also access developer documentation from the Documentation gadget on the Help site home page. Contact Support Click Contact Support on the Help site to choose your support option: talk by phone, chat, open a case, post a question to the Salesforce community, or take another action. Note: Salesforce.com makes every effort to ensure the accuracy of the information contained within the Help site, but assumes no responsibility or liability for any errors or inaccuracies that may appear. If you do find any errors, please use the feedback form at the bottom of every help page.

See Also:
Custom Help Overview Replacing Salesforce Online Help

Supported Browsers
Salesforce supports the following browsers: Browser Microsoft Internet Explorer versions 7, 8, 9, and 10 Comments If you use Internet Explorer, we recommend using the latest version. Apply all Microsoft hotfixes. Note these restrictions: The compatibility view feature in Internet Explorer is not supported. The Metro version of Internet Explorer 10 is not supported. For configuration recommendations, see Configuring Internet Explorer on page 26. Mozilla Firefox, most recent stable version Salesforce.com makes every effort to test and support the most recent version of Firefox. For configuration recommendations, see Configuring Firefox on page 24. Google Chrome, most recent stable version Google Chrome applies updates automatically; salesforce.com makes every effort to test and support the most recent version. There are no configuration

22

Getting Started

Supported Browsers

Browser

Comments recommendations for Chrome. Chrome is not supported for the Console tab or the Add Google Doc to Salesforce browser button.

Google Chrome Frame plug-in for Microsoft Internet Explorer 6 and 7

Supported plug-in for Internet Explorer 6 and 7 only. Google Chrome Frame applies updates automatically; Salesforce supports only the most recent version. For configuration recommendations, see Installing Google Chrome Frame for Microsoft Internet Explorer on page 27. Chrome Frame plug-in is not supported for the Service Cloud console or Forecasts. There are no configuration recommendations for Safari. Apple Safari on iOS is not supported. Safari is not supported for the Salesforce CRM Call Center CTI Toolkit or the Service Cloud console.

Apple Safari version 5.1.x on Mac OS X

Note: Salesforce uses the following domains to deliver content. If your users are allowed general access to the Internet, there is no required action. If you whitelist domains, you must add these to your list of allowed domains. If youve disabled third-party cookies (typically enabled by default in all major browsers), you must accept them for Salesforce to function properly. *.staticforce.com *.content.force.com *.force.com *.salesforce.com Important: For all browsers you must enable JavaScript, cookies, and SSL 3.0. Some third-party Web browser plug-ins and extensions can interfere with the functionality of Chatter. If you experience malfunctions or inconsistent behavior with Chatter, disable all of the Web browser's plug-ins and extensions and try again. Salesforce.com recommends a minimum screen resolution of 1024 x 768 for the best possible user experience. Screen resolutions smaller than 1024 x 768 may cause issues displaying Salesforce features such as Report Builder and Page Layout Editor. Refer to the documentation for those products for specific information. Other requirements can be found in Salesforce System Requirements.

Feature Support
As of Summer 12, salesforce.com discontinued support for Microsoft Internet Explorer 6. Existing features that have previously worked in this browser may continue to work through 2014. Note these support restrictions. Internet Explorer 6 is not supported for: Chatter Global search Answers Cloud Scheduler The new user interface theme Quote Template Editor

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Getting Started

Supported Browsers

Service Cloud Console Forecasts Chatter Answers Enhanced profile user interface Site.com Schema Builder Joined reports Enhanced dashboard charting options

Internet Explorer 7 is not supported for Site.com and Chatter Messenger.

Certain features in Salesforceas well as some desktop clients, toolkits, and adaptershave their own browser requirements. For example: Internet Explorer is the only supported browser for: Standard mail merge (We dont support Google Chrome Frame plug-in for Internet Explorer because the ActiveX controls required for mail merge are supported in Internet Explorer only.) Installing Salesforce Mobile on a Windows Mobile device Connect Offline Firefox is recommended for the enhanced page layout editor. Browser requirements also apply for uploading multiple files on Chatter.

See Also:
Tip sheet: Browser Support and Configuration

Configuring Firefox
Available in: All Editions

Salesforce.com makes every effort to test and support the most recent version of Firefox. Required Settings The following settings are required: 1. Click Tools > Options. 2. Enable JavaScript: a. Go to the Content panel. b. Select the Enable JavaScript option. 3. Accept cookies: a. b. c. d. Go to the Privacy panel. For the Firefox will option, select Use custom settings for history. Select the Accept cookies from sites option. Select the Accept third-party cookies option.

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Getting Started

Supported Browsers

e. For the Keep until option, select they expire. 4. Set encryption protocols: a. Go to the Advanced panel. b. Click the Encryption tab. c. Select the Use SSL 3.0 option. 5. Click OK.

Advanced Settings
Optionally, configure advanced caching preferences to maximize performance: 1. Type about:config in the browser's location bar, and then press Enter. 2. If a warning displays, click I'll be careful, I promise! 3. Search for the following preferences and set them to the recommended value by double-clicking the preference name. Changes take effect immediately. 4. Change how the browser retains common resources across requests by setting the following caching preferences. Preference browser.cache.check_doc_frequency browser.cache.disk.capacity browser.cache.disk.enable browser.cache.disk_cache_ssl browser.cache.memory.enable network.http.use-cache Recommended Value 3 50,000 or more; increase to use more hard disk space True True True True Default Value 3 50,000 True False True True

Note: You can set some of these preferences by clicking Tools > Options in the Firefox browser. Refer to Firefox Help for details.

Tip: Setting privacy.sanitize.sanitizeOnShutdown to True causes the cache to clear when Firefox shuts down. This increases privacy, but may decrease performance. To view the contents of your cache, type about:cache in the Firefox location bar and press Enter. Refer to MozillaZine Knowledge Base and Firefox Support Home Page for more information on these and other preferences.

See Also:
Supported Browsers

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Getting Started

Supported Browsers

Configuring Internet Explorer

Available in: All Editions

If you use Internet Explorer, we recommend using the latest version. Apply all Microsoft hotfixes. To maximize the performance of Internet Explorer, set the following options in the Internet Options dialog box, which you can open by clicking Tools > Internet Options: General Tab 1. From the General tab, click Settings under Browsing History. 2. For the Check for newer versions of stored pages option, select Automatically. 3. For the Disk space to use option , enter at least 50 MB. Security Tab 1. From the Security tab, click Custom Level under Internet and scroll to the Scripting section. 2. Make sure the Active Scripting option is enabled. JavaScript depends on this setting being enabled. Privacy Tab 1. 2. 3. 4. From the Privacy tab, click Advanced. Select the Override automatic cookie handling option. Select the Always allow session cookies option. For the Third-party Cookies option, select Accept.

Advanced Tab From the Advanced tab, scroll to the Security section and do the following: Do not select the Do not save encrypted pages to disk option. Select the Use SSL 3.0 option. Tip: The Empty Temporary Internet Files folder when browser is closed option causes the cache to clear when Internet Explorer is shut down. This increases privacy, but may decrease performance.

See Also:
Supported Browsers

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Getting Started

Supported Browsers

Installing Google Chrome Frame for Microsoft Internet Explorer

Available in: All Editions except Database.com

Salesforce supports Google Chrome Frame for Internet Explorer version 6 only. Google Chrome Frame enables Internet Explorer to utilize features such as the new user interface theme and Chatter. To install Google Chrome Frame for Internet Explorer: 1. 2. 3. 4. In the Internet Explorer address bar, go to www.google.com/chromeframe. Click Get Google Chrome Frame and review the Terms of Service. Click Accept and Install. After the installation is complete, click Close and restart Internet Explorer.

Keep in mind, make sure you dont disable Google Chrome Frame in Internet Explorer. Disabling this can result in missing information on your Web pages.

27

WORKING IN SALESFORCE

PERSONAL SETUP
Personal Setup Overview
The available setup options vary according to which Salesforce Edition you have.

The Personal Setup page, accessed by clicking Your Name > Setup > Personal Setup, contains setup and customization options to help you personalize the application for your personal use. The sidebar includes tools for browsing and searching setup options.

My Personal Information
Expand the My Personal Information folder under Personal Setup to access the following options. Personal InformationEdit your user information, view login history, and more (see Editing Your Personal Information on page 30). Change My PasswordChange your password (see Changing Your Password on page 43). Reset My Security TokenReset the security token that you may need to log into Salesforce from outside your company's trusted network (see Resetting Your Security Token on page 45). My GroupsAdd, update, or delete your personal groups (see About Groups on page 597). Change My DisplayCustomize your display of tabs and related lists (see Customizing Your Display on page 42). Grant Login AccessAllow salesforce.com Customer Support representatives or your administrator to log in to your account (see Granting Login Access on page 31). Calendar SharingAllow other users, personal and public groups, roles, or roles and subordinates to view your calendar (see Granting Access to Your Calendar on page 48). RemindersSet your personal preferences for activity reminders (see Setting Reminders on Activities on page 134). Record Type SelectionSet your preferences for automatic selection of default record types (see Setting Record Type Preferences on page 49).

Email
Expand the Email folder under Personal Setup to access the following options. My Email SettingsSet your outbound email settings (see Editing Email Settings on page 47). My TemplatesCreate and edit your own email templates (see Managing Email Templates on page 474). My Stay-in-Touch SettingsSet your preferences for emails requesting contact information updates (see Editing Stay-in-Touch Settings on page 47).

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Personal Setup

Personal Setup Overview

Import
Expand the Import folder under Personal Setup to access the following options. Import My Accounts & ContactsImport accounts and contacts that you own (see Import My Contacts on page 829). Import My Person AccountsImport person accounts that you own. Note that your administrator may have customized the text of this link.

Desktop Integration
Expand the Desktop Integration folder under Personal Setup to access the following options. Check for UpdatesSee what desktop client versions you have and install updates (see Checking for Desktop Client Updates on page 51). Salesforce for OutlookInstall Salesforce for Outlook to integrate your data with Microsoft Outlook (see Salesforce for Outlook Overview on page 2829). To download Connect for Outlook, see Force.com Connect for Microsoft Outlook Overview on page 2869. Connect for OfficeInstall Connect for Office to integrate your data with Microsoft Word and Excel (see Force.com Connect for Microsoft Office Overview on page 2927). Connect OfflineInstall Connect Offline to work remotely when you are not online (see Force.com Connect Offline Overview on page 2934). Connect for Lotus NotesDownload the Connect for Lotus Notes integration plug-in (see Force.com Connect for Lotus Notes Overview on page 2897).

My Chatter Settings
Expand the My Chatter Settings folder under Personal Setup to access the following options. My Feeds Automatically follow records you created (see Automatically Following Records You Own on page 2535). Receive approval request as private Chatter posts (see Enabling or Disabling Approval Request Posts on page 54). Chatter Email SettingsConfigure when and how frequently you want Chatter to send you emails (see Configuring Chatter Email Notifications and Digests on page 2581).

Social Accounts and Contacts

Expand the My Social Accounts and Contacts folder under Personal Setup to access the following options. SettingsConfigure the social networks and services that you want to use to see your accounts', contacts', and leads' social information, or turn off the Social Accounts and Contacts feature if you don't want to use it (see Configuring Your Social Accounts and Contacts Settings on page 3027).

Call Center Settings

Expand the Call Center Settings folder under Personal Setup to access the following options. My SoftPhone SettingsSet your SoftPhone user preferences (see Editing Personal SoftPhone Settings on page 3314).

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Personal Setup

Editing Your Personal Information

Editing Your Personal Information

The available personal setup options vary according to which Salesforce Edition you have.

To update your personal information, click Your Name > Setup > My Personal Information > Personal Information. Administrators can edit any users information as described in Editing Users on page 512. From the personal information page, you can change the following: Personal InformationTo make changes, click Edit. See User Fields on page 32 for a list of the user fields. If you change your email address, a confirmation message will be sent to the new address. You must click the link provided in that message for the new email address to take effect. This process is to ensure system security. Change PasswordSee Changing Your Password on page 43. Approver SettingsSet preference for receiving approval request emails. See Changing Your Approval User Preferences on page 1940. Storage SpaceClick View next to the Used Data Space or Used File Space field to see how much storage space you are using. For information on organization storage limits, see Monitoring Resources on page 769. QuotasCreate and edit your quotas. See Setting Quotas for Customizable Forecasting on page 518, Adding and Editing Quotas on page 46 if you use Forecasts (Classic), and Forecasts Quotas Overview on page 2639 if you use the Forecasts product first released in Winter 12. Personal GroupsAdd, update, or delete your personal groups. See About Groups on page 597. Default Opportunity TeamSet up your default opportunity team. See Setting Your Default Opportunity Team on page 2769. Default Account TeamSet up your default account team. See Setting Up Default Account Teams on page 2599. Login HistoryAdministrators can view the users last ten successful and failed login attempts.

You also have access to view the following: Public Group MembershipLists the public groups to which you belong, as determined by your administrator. Managers in the Role HierarchyLists the users above you in the role hierarchy, as defined by your administrator. See Managers in the Role Hierarchy on page 32. TerritoriesLists the territories to which you are assigned. See Managing Users in Territories on page 2786. Assigned Mobile DevicesLists the mobile device from which you activated Salesforce Mobile for your Salesforce account. See Managing Mobile Devices on page 1018. Remote AccessLists the remote access applications that you have granted access to. Third-Party Account LinksLists the external authentication providers youve granted access to. You can revoke their access at any time.

See Also:
Personal Setup Overview Changing Your Default Division

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Personal Setup

Editing Your Personal Information

Viewing Public Group Membership

Available in: Professional, Enterprise, Unlimited, Developer, and Database.com Editions

To view which public groups include you as a member: 1. Click Your Name > Setup > My Personal Information > Personal Information. 2. Scroll down to the Public Group Membership related list, which lists the public groups of which you are a member. 3. To view a group's membership details, click the group name.

See Also:
Editing Your Personal Information

Granting Login Access

Available in: All Editions Granting administrator access available in: Enterprise, Unlimited, Developer, and Database.com Editions

Watch a Demo (1:41 minutes) To assist you, your administrator or a customer support representative may need to log in to the application using your login. You can grant access to them for a specified duration. For security reasons, the maximum period for granting access is limited to one year. During the time you have granted access, they can use your login and access your data to help you resolve any problems. To grant login access: 1. Choose Your Name > Setup > My Personal Information > Grant Login Access. 2. Set the access expiration date by choosing a value from the picklist. 3. Click Save. If an administrator, support representative, or publisher makes setup changes using your login, the setup audit trail lists those changes, including the username of the delegate user who made the changes. Note: You may be unable to grant access to certain support organizations due to restrictions set up by your administrator or based on the type of licensing used by a packaged application.

See Also:
Logging In as Another User Monitoring Setup Changes

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Personal Setup

Editing Your Personal Information

Managers in the Role Hierarchy

Available in: Professional, Enterprise, Unlimited, Developer, and Database.com Editions

The Managers in the Role Hierarchy related list shows all of the users above you in the hierarchy. These users have the same access to your data as you dothey have access to all data you own or that has been shared with you. To view this related list, click Your Name > Setup > My Personal Information > Personal Information, and scroll down to the related list.

See Also:
Overview of Roles

User Fields
The available fields vary according to which Salesforce Edition you have.

A user's personal informationor user detailpage has the following fields, listed in alphabetical order. Some of these fields may not be visible or editable depending on your permissions or edition. Field
Accessibility Mode

Description When selected, enables a user interface mode designed for visually-impaired users. See Enabling Accessibility Mode on page 3936. Administrative checkbox that enables or disables user login to the service. See Deactivating Users on page 514. Street address for user. Up to 255 characters are allowed in this field. Opt in to receive administrator-targeted promotional emails from salesforce.com. This field is not available if your organization has disabled your choice to receive emails from salesforce.com. Short name to identify user on list pages, reports, and other pages where the entire name does not fit. Up to eight characters are allowed in this field. Indicates whether the user can use customizable forecasting. See Enabling Users for Customizable Forecasting on page 1399.

Active

Address

Admin newsletter

Alias

Allow Forecasting

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Field
Api Token

Description Indicates whether an API token has ever been reset. Salesforce.com uses this field to help you troubleshoot issues related to API tokens if issues should occur. The name of the call center to which this user is assigned. See Managing Call Center Users on page 3330. Indicates whether the user is notified by email when his or her Checkout account is activated and available for login. You must have Manage Billing permission to enable.

Call Center

Checkout Enabled

City

City portion of users address. Up to 40 characters are allowed in this field. Indicates whether the option to set an alternate color palette for charts has been enabled. The alternate palette has been optimized for use by color-blind users. For dashboard emails, the alternate palette is not used. Name used to identify this user in a community. Up to 40 alphanumeric characters are allowed; standard users can edit this field. Company name where user works. Up to 40 characters are allowed in this field. Name of the associated contact if the user is a partner user. Country portion of users address. Up to 40 characters are allowed in this field. User who created the user including creation date and time. (Read only) Users default currency for quotas, forecasts, and reports. Shown only in organizations using multiple currencies. This must be one of the active currencies for the organization. Listing of custom links for users as set up by your administrator. Enables a user to find contact and lead records from Data.com and add them to Salesforce. Also indicates the type of Data.com user. Data.com Users get a limited number of records to add or export per month, and their unused additions expire at the end of each month. For each Data.com User, you can see the monthly limit and number of records added to Salesforce or exported during the month. Data.com List users share account, contact, and lead record additions from a pool. You can see the organization's limit, and the number of records each Data.com List User has added to Salesforce or exported.

Color-Blind Palette on Charts

Community Nickname

Company

Contact Country

Created By

Currency

Custom Links

Data.com User Type

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Personal Setup

Editing Your Personal Information

Field
Default Currency ISO Code

Description User's default currency setting for new records. Available only for organizations that use multiple currencies. Division that is applied, by default, to all new accounts and leads created by the user, unless he or she explicitly sets a different division. When users create records related to an account or other record that already has a division, the new record is assigned to the existing records division; the default division is not used. This setting does not restrict the user from viewing or creating records in other divisions. Users can change their division at any time. Available only in organizations that use divisions to segment their data.

Default Division

Delegated Approver

User lookup field used to select a delegate approver for approval requests. Depending on the approval process settings, this user can also approve approval requests for the user. Group that user works for, for example, Customer Support. Up to 80 characters are allowed in this field. Enables development mode for creating and editing Visualforce pages. This field is only visible to organizations that have Visualforce enabled..

Department

Development Mode

Disable Auto Subscription For Feeds

Disables automatic feed subscriptions to records owned by a user. Only available in organizations with Chatter enabled. Company division to which user belongs for example, PC Sales Group. Up to 40 characters are allowed in this field. Email address of user. Must be a valid email address in the form: [email protected]. Up to 80 characters are allowed in this field. Character set and encoding for outbound email sent by user from within Salesforce. ISO-8859-1 represents all Latin characters and should be used by English-speaking users. UTF-8 (Unicode) represents all characters for all of the worlds languages, but is not supported by some older email software. Shift_JIS, EUC-JP and ISO-2022-JP are useful for Japanese users. Identifying number for a user. Time of day that user generally stops working. Used to define the times that display in the users calendar.

Division

Email

Email Encoding

Employee Number End of day

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Field
Fax Federation ID

Description Fax number for user. The value used to identify a user for federated authentication single sign-on. For more information, see Configuring SAML Settings for Single Sign-On on page 697. Also used with identity providers. See About Identity Providers and Service Providers on page 737 First name of user, as displayed on the user edit page. Up to 40 characters are allowed in this field. Grants the ability to run flows. Available in Developer (with limitations), Enterprise, and Unlimited Editions. You must have the Manage Force.com Flow permission to enable. If the user has the Run Flows permission, you dont need to enable this field.

First Name

Force.com Flow User

Force.com Quick Access Menu

Enables the Force.com quick access menu, which appears in object list view pages and record detail pages, and provides shortcuts to customization features for apps and objects. The default currency for all currency amount fields in the user record. Available only for organizations that use multiple currencies. Grants access to Salesforce Knowledge. The user's profile determines whether he or she has access to the Article Management tab or Articles tab. Available in Professional, Enterprise, and Unlimited Editions. The primary language for the user. All text and online help is displayed in this language. In Professional, Enterprise, and Unlimited Edition organizations, a users individual Language setting overrides the organizations Default Language. Not available in Personal Edition, Contact Manager, or Group Edition. The organizations Display Language applies to all users.

Information Currency

Knowledge User

Language

Last Login Last Name

Date of last login. (Read only) Last name of user, as displayed on the user edit page. Up to 80 characters are allowed in this field. Country or geographic region in which user is located. The Locale setting affects the format of date, date/time, and number fields, and the calendar. For example, dates in the English (United States) locale display as 06/30/2000 and as 30/06/2000 in the English (United Kingdom) locale. Times in the English (United States) locale display using a

Locale

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Personal Setup

Editing Your Personal Information

Field

Description twelve-hour clock with AM and PM (for example, 2:00 PM), whereas in the English (United Kingdom) locale, they display using a twenty-four-hour clock (for example, 14:00). The Locale setting also affects the first and last name order on Name fields for users, leads, and contacts. For example, Bob Johnson in the English (United States) locale displays as Bob Johnson, whereas the Chinese (China) locale displays the name as Johnson Bob. For Personal Edition users, the locale is set at the organization level via Your Name > Setup > Company Profile > Company Information. For all other users, their personal locale, available at Your Name > Setup > My Personal Information > Personal Information, overrides the organization setting.

Make Setup My Default Landing Page

When this option is enabled, users land in the Setup page when they log in. Lookup field used to select the user's manager. This field: Establishes a hierarchical relationship, preventing you from selecting a user that directly or indirectly reports to itself. Allows Chatter to recommend people and records to follow based on your organization's reporting structure. For more information, see People Recommendations Overview on page 2503 and Record Recommendations Overview on page 2583. This field is especially useful for creating hierarchical workflow rules and approval processes without having to create additional hierarchy fields. Note: Unlike other hierarchy fields, Salesforce allows you to inactivate users who are referenced in the Manager field.

Manager

Marketing User

When enabled, the user can create, edit, and delete campaigns, configure advanced campaign setup, import leads, and update campaign history via the member import wizards. Available in Professional, Enterprise, and Unlimited Editions. To use the campaign import wizards, Marketing Users must also have the Marketing User profile (or the Import Leads permission and the Edit permission on campaigns in Enterprise and Unlimited Edition organizations). If this option isnt selected, the user can only view campaigns and advanced campaign setup, edit the Campaign History for a single lead or contact, and run campaign reports.

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Field
Mobile

Description Cellular or mobile phone number. Up to 40 characters are allowed in this field. This number is used for SMS-based identity confirmation. Administrators enable this feature by checking Enable SMS-based identity confirmation at Your Name > Setup > Security Controls > Session Settings. Once enabled, every user sees a screen after logging in that asks them to register for mobile verification. The user can take one of the following actions: Enter a mobile phone number and then have it verified with a text message. Skip entering a mobile number now, but get asked again at their next login. Completely opt out of mobile verification.

Once a users mobile phone number is verified, Salesforce will use it to verify the user when necessary, such as when a user tries to log in from an unknown IP address. Administrators can also enter users mobile numbers and pre-verify them. If Enable SMS-based identity confirmation is set when an Administrator enters a mobile number for a user, or when a mobile number is set from an API using the User object, the mobile number is automatically considered verified. If Enable SMS-based identity confirmation is not set, the new mobile phone number is not considered verified. Verified means that Salesforce will not ask the user to verify a mobile phone number at login, and that Salesforce will use the number to send the user a verification code when necessary for SMS-based identity confirmation.
Mobile User

Allocates one Salesforce Mobile license to the user, granting the user access to Salesforce Mobile capabilities. The number of user records with this checkbox enabled cannot exceed the total number of mobile licenses your organization has. Available in Professional, Enterprise, and Unlimited Editions. The Mobile User checkbox is enabled by default for Unlimited and Developer Edition users. To prevent users from activating Salesforce on their mobile devices before you are ready to deploy mobile in your organization, disable the checkbox for all your users. If the user has already activated his or her mobile account from a device, deselecting the Mobile User checkbox revokes the user's mobile license. The next time the user's device

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Personal Setup

Editing Your Personal Information

Field

Description synchronizes with Salesforce, all the Salesforce data is deleted from the device, and the device is no longer associated with the user. For more information, see Salesforce Mobile Overview on page 975. Note: The Mobile User checkbox doesn't apply to Mobile Lite users because they can access Salesforce from their device without a mobile license.

Mobile Configuration

The mobile configuration assigned to the user. If no mobile configuration is specified, this field defaults to the mobile configuration assigned to the user's profile. This field is only visible to organizations that use Salesforce to manage mobile configurations. For more information, see Salesforce Mobile Overview on page 975.

Modified By

User who last changed the user fields, including modification date and time. (Read only) If the user's Data.com User Type is Data.com User, the number of Data.com contact and lead records the user can add each month. The default number of records per license is 300, but you can assign more than that or fewer, up to the organization limit.

Monthly Contact and Lead Limit

Name

Combined first and last name of user, as displayed on the user detail page. Opt in to receive user-targeted promotional emails from salesforce.com. This field is not available if your organization has disabled your choice to receive emails from salesforce.com. Administrative checkbox that grants the user access to Connect Offline. Available in Professional, Enterprise, and Unlimited Editions. Denotes whether a partner portal user is a super user. For details on enabling and assigning partner super user access, see Enabling Partner Super User Access on page 3707. Phone number of user. Up to 40 characters are allowed in this field. Administrative field that specifies the users base-level permissions to perform different functions within the application. Additional permissions may be granted to the user through permission sets.

Newsletter

Offline User

Partner Super User

Phone

Profile

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Personal Setup

Editing Your Personal Information

Field
Receive Approval Request Emails

Description Set preferences for receiving approval request emails. See Changing Your Approval User Preferences on page 1940. If selected, specifies that a non-portal user with a Salesforce CRM Content User license and Salesforce CRM Content subscriptions will receive a once-daily email summary if activity occurs on his or her subscribed content, libraries, tags, or authors. To receive email, the Receive Salesforce CRM Content Email Alerts checkbox must also be selected. Portal users do not need the Salesforce CRM Content User license; they only need the View Content in Portals user permission. If selected, specifies that a non-portal user with a Salesforce CRM Content User license and Salesforce CRM Content subscriptions will receive email notifications if activity occurs on his or her subscribed content, libraries, tags, or authors. To receive real-time email alerts, select this checkbox and do not select the Receive Salesforce CRM Content Daily Digest checkbox. Portal users do not need the Salesforce CRM Content User license; they only need the View Content in Portals user permission. Administrative field that specifies position of user within an organization, for example, Western Region Support Manager. Roles are selected from a picklist of available roles, which can be changed by an administrator. Not available in Personal Edition, Contact Manager, or Group Edition.

Receive Salesforce CRM Content Daily Digest

Receive Salesforce CRM Content Email Alerts

Role

Salesforce CRM Content User

Administrative checkbox that indicates whether a user has access to use Salesforce CRM Content. Available in Professional, Enterprise, and Unlimited Editions. When enabled, specifies that the user was created via self-registration to a Customer Portal. Available in Enterprise and Unlimited Editions. If selected, specifies that the user will receive email notification whenever he or she executes Apex that surpasses more than 50% of allocated governor limits. See the Force.com Apex Code Developer's Guide for information. Available in Developer, Enterprise, and Unlimited Editions only.

Self-Registered via Customer Portal

Send Apex Warning Emails

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Personal Setup

Editing Your Personal Information

Field
Show View State in Development Mode

Description Enables the View State tab in the development mode footer forVisualforce pages. This field is only visible to organizations that have Visualforce enabled, and Development Mode selected.

Site.com Contributor User

Allocates one Site.com Contributor license to the user, granting the user limited access to Site.com Studio.Contributors can use Site.com Studio to edit site content only. See Setting Up Site.com Users on page 2365. The number of user records with this checkbox enabled can't exceed the total number of Site.com Contributor licenses your organization has. Available in Developer, Enterprise, and Unlimited Editions, only if Site.com is enabled for your organization.

Site.com Publisher User

Allocates one Site.com Publisher license to the user, granting the user full access to Site.com Studio. Publishers can build and style websites, control the layout and functionality of pages and page elements, and add and edit content. See Setting Up Site.com Users on page 2365. The number of user records with this checkbox enabled can't exceed the total number of Site.com Publisher licenses your organization has. Available in Developer, Enterprise, and Unlimited Editions, only if Site.com is enabled for your organization.

Start of day

Time of day that user generally starts working. Used to define the times that display in the users calendar. State or province portion of users address. Up to 20 characters are allowed in this field. Primary time zone in which user works. Users in Arizona should select the setting with America/Phoenix, and users in parts of Indiana that do not follow Daylight Savings Time should select the setting with America/Indianapolis.

State/Province

Time Zone

Title Used Space

Job title of user. Up to 80 characters are allowed in this field. Amount of disk storage space the user is using. See Monitoring Resources on page 769. Indicates the type of user license. For more information about user licenses, see Understanding User License Types on page 610.

User License

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Personal Setup

Changing Your Default Division

Field
Username

Description Administrative field that defines the users login. Up to 80 characters are allowed in this field. Zip code or postal code portion of users address. Up to 20 characters are allowed in this field.

Zip/Postal Code

See Also:
Adding a Single User Adding Multiple Users Editing Users Managing Mobile Permissions

Changing Your Default Division

Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To change your default division: Manage Users

If your organization uses divisions to segment data, your user information contains a default division. This is the division that is applied, by default, to all new accounts, leads, and appropriate custom objects you create, unless you explicitly set a different division during record creation. For records you create that are related to an account or other record that already has a division, the new record is assigned to the existing records division; the default division is not used. Your default division setting does not restrict you from viewing or creating records in other divisions. See Overview of Divisions on page 459 for more information. To change your default division: 1. Click Your Name > Setup > My Personal Information > Personal Information. To change the default division of another user, click Your Name > Setup > Manage User > Users, and select the name of the user. See Transferring Divisions on page 782 to transfer the default division for multiple users. 2. Click Change next to the Default Division field. 3. Select a new default division. 4. Select an option to determine if the records you currently own should be transferred to the new division as well.

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Personal Setup

Customizing Your Display

5. Click Save.

See Also:
Transferring Divisions Changing Your Working Division

Customizing Your Display

Available in: All Editions except for Database.com

Click Your Name > Setup > My Personal Information > Change My Display to change various personal display options. You can: Click Customize My Tabs to change which tabs display when you log in, or, if you have multiple apps, to change which tabs display in each app. By default, you will see the tabs that are set for your profile. Add each tab you want to display, change the display order if desired, and click Save. Note: The first tab that displays when you select an app may change if your administrator changes the app's default landing tab. See Editing App Properties on page 1811. Select an object from the drop-down list and click Customize My Pages to customize your display. For your Home tab, customize the dashboard snapshot that displays on the Home tab. Select the dashboard to use and click Save. The link to customize your Home tab is available only if your administrator has customized your home page layout to include a dashboard. See Refreshing Dashboard Data on page 3257 for information on refreshing your dashboard snapshot. For all other tabs, set which related lists display on your detail pages. To add or remove related lists, select a related list title, and click the Add or Remove arrow. To change the order of the related lists, select a related list title in the Selected List box, and click the Up or Down arrow. Click Save when finished. Note: Your personal related list customization may change if your administrator alters the page layout for a particular tab. See Managing Page Layouts on page 1309. You can also access the Customize My Display page via the Customize Page link in the Dashboard section of the Home tab or on any record detail page. To customize the folders that display on your Reports tab, see The Reports Tab on page 3079.

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Personal Setup

Viewing All Tabs

Note: Users can't remove dashboards from their home tab. Only administrators control whether dashboards appear.

See Also:
Changing Your Home Tab Dashboard Viewing All Tabs

Viewing All Tabs

Available in: All Editions except for Database.com

To view all the tabs available to you in Salesforce, click the plus icon (+) next to the main tabs.

Figure 1: Viewing All Tabs in Salesforce Using this page, you can: Click any of the tab names to quickly jump to that tab. If you have multiple apps, use the View drop-down list to see each apps logo and included tabs. Click Customize My Tabs to change how tabs display on your screen. Note: If you have Enterprise or Unlimited Edition, your administrator can hide tabs within your organization for features you do not use. For details, see Creating Custom Apps on page 1806.

See Also:
Customizing Your Display

Changing Your Password

Available in: All Editions

To change your password at any time, click Your Name > Setup > My Personal Information > Change My Password. Note: If you have the User Single Sign-On permission, only an administrator can reset your password. Please contact your administrator for assistance. For information about Single Sign-On, see About Single Sign-On on page 681.

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Personal Setup

Changing Your Password

When you change your password, if you have not previously selected and answered a security question, you are prompted to do so. You must answer this question correctly if you ever forget your password and need it to be reset.

Additional Password Considerations

As you enter a new password in the New Password field, a visual indicator provides dynamic feedback on the strength of that password. When the password matches the minimum requirements for your organization's password policy, the visual indicator and associated text indicate that the password is acceptable and can now be saved. A tip is displayed to suggest how to make the password stronger and more difficult to guess. You might have to activate your computer to successfully log in to Salesforce whenever your password is changed or reset, or when you log in from a computer you have not used to access Salesforce before. Activating your computer allows Salesforce to verify your identity and prevent unauthorized access. To activate your computer: 1. When prompted on the login page, click Email me a verification code. Salesforce sends an activation email to the email address specified on your Salesforce user detail. 2. When you receive the email containing the verification code, copy and paste the verification code into your browser. The verification code included in the email is available for you to copy and paste into your browser up to 24 hours from the time you clicked Email me a verification code. After 24 hours, the verification code expires, and you must repeat the activation process to log in.

See Also:
Retrieving Forgotten Passwords Resetting Your Security Token

Activating Your Computer

Password policies available in: All Editions

You might have to activate your computer to successfully log in to Salesforce whenever your password is changed or reset, or when you log in from a computer you have not used to access Salesforce before. Activating your computer allows Salesforce to verify your identity and prevent unauthorized access. To activate your computer: 1. When prompted on the login page, click Email me a verification code. Salesforce sends an activation email to the email address specified on your Salesforce user detail. 2. When you receive the email containing the verification code, copy and paste the verification code into your browser. The verification code included in the email is available for you to copy and paste into your browser up to 24 hours from the time you clicked Email me a verification code. After 24 hours, the verification code expires, and you must repeat the activation process to log in.

See Also:
Changing Your Password

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Personal Setup

Changing Your Password

Retrieving Forgotten Passwords

Available in: All Editions

Follow these steps if you have forgotten your password: 1. 2. 3. 4. 5. 6. Go to https://login.salesforce.com. Click Forgot your password?. Enter your username and click Continue. A message is automatically sent to your email address. Click the link provided in that message, answer your password question, and click Continue. A temporary password is automatically sent to your email address. Click the link to log in using that temporary password. When prompted, enter a new password.

You might have to activate your computer to successfully log in to Salesforce whenever your password is changed or reset, or when you log in from a computer you have not used to access Salesforce before. Activating your computer allows Salesforce to verify your identity and prevent unauthorized access. To activate your computer: 1. When prompted on the login page, click Email me a verification code. Salesforce sends an activation email to the email address specified on your Salesforce user detail. 2. When you receive the email containing the verification code, copy and paste the verification code into your browser. The verification code included in the email is available for you to copy and paste into your browser up to 24 hours from the time you clicked Email me a verification code. After 24 hours, the verification code expires, and you must repeat the activation process to log in.

See Also:
Resetting Your Security Token

Resetting Your Security Token

Available in: All Editions Connect for Outlook, Connect Offline, Connect for Office, Connect for Lotus Notes are not available in Database.com

A security token is an automatically generated key that you must add to the end of your password in order to log in to Salesforce from an untrusted network. For example, if your password is mypassword, and your security token is XXXXXXXXXX, then you must enter mypasswordXXXXXXXXXX to log in. Security tokens are required whether you log in via the API or a desktop client such as Connect for Outlook, Connect Offline, Connect for Office, Connect for Lotus Notes, or the Data Loader. You are offered a security token if you try to access Salesforce from an untrusted network. Once you have been issued a security token, you have the option to reset this security token at any time. To reset your security token, click Your Name > Setup > My Personal Information > Reset Security Token, and click the Reset My Security Token button. The new security token is sent via email to the email address on your Salesforce user record.

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Personal Setup

Adding and Editing Quotas

If you have never been offered a security token, for example, because your organization restricts the IP addresses from which you can log in, the Reset My Security Token node does not appear in Setup. Tip: We recommend that you obtain your security token using the Salesforce user interface from a trusted network prior to attempting to access Salesforce from a new IP address.

See Also:
Changing Your Password

Adding and Editing Quotas

Available in: Professional, Enterprise, Unlimited, and Developer Editions

Note: This information only applies to Forecasts (Classic) and not to the Forecasts product released in Winter 12 or to Customizable Forecasts. You can track your sales quotas on a quarterly basis. To add or edit a quota, go to your forecast for the quarter, or select Your Name > Setup > My Personal Information > Personal Information. To create a new quota from the personal information page: 1. Click New in the Quotas related list. 2. Select the year and quarter, and click Next. By default, the page displays the quarter that follows the last quota you created. The year you select should be based on your organizations Fiscal Year Starts In settings. 3. Enter amounts for each month. Do not include any currency symbols. If your organization uses multiple currencies, your quota is created in your personal currency by default. 4. Click Save to finish. Creating a quota automatically creates the corresponding forecast for that quarter. To edit a quota, click the quota name in the Quotas related list. Editing the quota amounts automatically logs an entry to the Forecast History related list of the corresponding forecast (see Forecast History on page 2620). Note: Managers should enter their quota amounts as a sum of their entire teams quotas. If your sales group does not break down quotas monthly, enter zeroes for the first two months and put the entire amount in the third month. If your organization uses multiple currencies, click Change Currency in the Quotas related list to change the currency of the quota. All quota and forecast values are automatically converted to the new currency using the conversion rates maintained by your administrator.

See Also:
Creating Forecasts Editing Forecasts

46

Personal Setup

Editing Email Settings

Editing Email Settings

Available in: All Editions except for Database.com

Click Your Name > Setup > Email > My Email Settings to alter email settings that apply to all outbound emails you send from within the application. You can change: How your name appears on outbound emails Your return email address Whether all individual outbound emails are blind carbon copied to your return address (not available if your organization has enabled sending compliance BCC emails) The signature that appears at the bottom of all individual outbound emails and can be added to mass email messages. Note: In Personal and Developer Editions, a Salesforce-specific tag line is added below your personal signature on all outbound emails.

See Also:
Sending Email

Editing Stay-in-Touch Settings

Available in: All Editions except for Database.com

To set your preferences for requesting contact information updates: Note: If your organization uses person accounts, person accounts are also affected by these settings. For more information, see What is a Person Account? on page 68. 1. Click Your Name > Setup > Email > My Stay-in-Touch Settings. 2. Choose Yes for Automatic Bcc to receive copies of your sent Stay-in-Touch emails. This option is only available if your organization has not enabled compliance BCC emails. 3. Enable the reminder if you would like to be prompted to send a Stay-in-Touch request whenever you save a new contact. 4. Enter a default subject for the email. 5. In the note area, enter a message to the recipient. 6. In the signature area, enter a signature with your contact information. 7. Use the merge fields area at the top of the page to display available merge field values, which you can copy and paste into the subject, note, or signature boxes as needed.

47

Personal Setup

Granting Access to Your Calendar

8. Click Save.

See Also:
Sending Stay-in-Touch Requests

Granting Access to Your Calendar

Available in: Professional, Enterprise, Unlimited, and Developer Editions

You can grant access to other users, personal and public groups, roles, or roles and subordinates to view your calendar. 1. 2. 3. 4. Click Your Name > Setup > My Personal Information > Calendar Sharing. Click Add to share your calendar with others. Use the arrows to add or remove users, roles, or groups to your calendar. In Calendar Access, specify how you want to share your calendar by selecting one of the following: Option Hide Details Description Others can see whether given times are available, but cannot see any other information about the nature of events in the calendar. Others can see whether given times are available, but cannot see details of events. Other users can insert events in the calendar. Others can see detailed information about events in the calendar. Others can see detailed information about events in the calendar and can insert events in the calendar. Others can see detailed information about events in the calendar, insert events in the calendar, and edit existing events in the calendar.

Hide Details and Add Events

Show Details Show Details and Add Events Full Access

5. Click Save. The available Calendar Access options vary depending on the organization-wide calendar sharing level set by your administrator. Only choices that make your calendar access less restrictive are available. Calendar sharing settings affect the visibility of items on a calendar, but do not give access to event detail pages.

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Personal Setup

Setting Record Type Preferences

Note: Regardless of whether your organization's sharing settings specify using hierarchies, activities associated with a record are still visible to users above the activitys assignee in the role hierarchy.

See Also:
Accessing Activities

Setting Record Type Preferences

Available in: Enterprise, Unlimited, and Developer Editions

Set an option to automatically insert your default record type when creating new records. Using this setting, you can bypass the page prompting you to select a record type. If you have several different record types available to you, you may prefer to be prompted to select a record type every time you create a new record. 1. Click Your Name > Setup > My Personal Information > Record Type Selection. 2. Check any box to automatically select the default record type when creating records of that type. Any unchecked boxes indicate that you prefer to be prompted to select a record type. 3. Click Save. Note: The Record Type Selection option may not be available because your organization is not using record types or multiple record types are not available for a particular tab. Individual checkboxes are only offered when you have more than one record type available for a tab. If your organization uses person accounts, note that checking the Account box on this page causes one default record type selection for all types of accounts. It is not possible to set separate default record type selections for business accounts and person accounts. If you work with both types of accounts, leave the box blank.

See Also:
Managing Record Types

Scheduling Opportunity Update Reminders

Available in: Professional, Enterprise, Unlimited, and Developer Editions

Once opportunity update reminders are enabled for your organization, any user who has direct reports can schedule them. To schedule an opportunity update reminder: 1. Click Your Name > Setup > Email > My Update Reminder. 2. Check Active if you want reminders to start after you save the settings.

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Personal Setup

Scheduling Opportunity Update Reminders

3. Enter a name and address for the sender of the reminders. 4. Choose a recipients option. 5. Enter any other recipients in the CC field. Separate additional email addresses with a commas, semi-colons, spaces, or new lines. 6. Enter a subject and message to be included in the email reminders. 7. Select a schedule frequency. 8. Select Include Past Due Opportunities if you want to include all opportunities that are open but have a close date within the previous 90 days. 9. Choose a Close Date to include opportunities with dates within that range. 10. Select the fields to include in the email reminders. Field
Last Login Date # of Open Opportunities # Not Updated in Last 30 Days

Description Most recent login date of the opportunity owner Total number of opportunities in the report Total number of opportunities that have not been updated in 30 days Total of all opportunity amounts in report Total closed amount for all opportunities in report. If your organization uses multiple currencies, this amount is converted to the user's currency. If your organization uses advanced currency management, the conversion is done using dated exchange rates.

Open Opportunity Amount Total Closed Amount

Last Update Date

Most recent date the opportunity owner submitted a forecast. If your organization uses multiple currencies, this amount is converted to the user's currency. If your organization uses advanced currency management, the conversion is done using dated exchange rates.

Forecast Amount

From the forecast. See Forecast Fields on page 2622. If your organization uses multiple currencies, this amount will be converted to the user's currency using the standard conversion rate. This field is not available to organizations using customizable forecasting. For more information, see Do I Have Customizable Forecasting? on page 2624.

Best Case Amount

From the forecast. See Forecast Fields on page 2622. If your organization uses multiple currencies, this amount will be converted to the user's currency using the standard conversion rate.

50

Personal Setup

Checking for Desktop Client Updates

Field

Description This field is not available to organizations using customizable forecasting. For more information, see Do I Have Customizable Forecasting? on page 2624.

11. Click Save. When there are no records in an opportunity update reminder, Salesforce does not send an email. If no email is sent for three consecutive opportunity update reminders, the scheduled reminder is deactivated.

See Also:
Enabling Opportunity Update Reminders

Checking for Desktop Client Updates

Available in: All Editions except for Database.com

Desktop clients such as Connect for Outlook and Connect Offline integrate Salesforce with your PC. Follow these steps to see which desktop client versions are installed on your computer and download available updates: 1. 2. 3. 4. Navigate to Your Name > Setup > Desktop Integration > Check for Updates. From the table, review the names and version numbers of available desktop clients. If you are using Internet Explorer, click the correct desktop client and then click Install Now to install a client. If you are using another browser such as Mozilla Firefox, click Download Now to save the installer file to your computer. Then double-click the saved file to run the installer program.

Your administrator controls which desktop clients you are allowed to install. See Desktop Client Access Overview on page 552. Note that Connect Offline is the only client available with Developer Edition.

See Also:
Force.com Connect for Microsoft Outlook Overview Force.com Connect Offline Overview Force.com Connect for Microsoft Office Overview Force.com Connect for Lotus Notes Overview Viewing Client Update Alerts

51

Personal Setup

Customizing Activity Reminders

Customizing Activity Reminders

Available in: All Editions except for Database.com

When reminders are enabled for your organization, the default reminder settings are configured to open the reminder window and play a sound fifteen minutes before an event's start time, or at 8:00 am the day a task is due. Click Your Name > Setup > My Personal Information > Reminders to customize the following reminder settings to meet your needs. Setting
Trigger alert when reminder comes due

Description If enabled, open the reminder window when a reminder is due. If enabled, play a reminder sound when a reminder is due. If enabled, set a reminder on all new events. From the drop-down list, select how long before the event you want to be reminded of the upcoming event. You can disable the reminder or change the reminder time when editing the event. If enabled, set a reminder on all new tasks. From the drop-down list, select what time, on the day the task is due, you want to be reminded of the task. All tasks, including those created by workflow, will use this default. You can disable the reminder or change the reminder time when editing a task. If enabled, this option will sort reminders by due date first and then reminder.

Play a reminder sound By default, set reminder on Events to:

By default, set reminder on Tasks to:

Sort reminder window by due date

To test your settings, click Preview Reminder Alert. Note: If the preview popup does not display, ensure that you aren't blocking popups. For more information, see Why can't I view Salesforce popup windows such as lookup dialogs and the Help & Training window? on page 3821.

See Also:
Setting Reminders on Activities Editing Tasks Editing Events Using the Activity Reminder Window

52

My Chatter Settings

Automatically Following Records You Own

MY CHATTER SETTINGS
Automatically Following Records You Own
When you follow records you create, updates are sent to your Chatter feed when you or someone else changes a tracked field on those records. Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, Developer, and Database.com Editions.

User Permissions Needed To view a record: Read on the record

By default, you dont automatically follow the records you create. If you want to automatically follow the records you create, you must enable auto-follow in your Chatter Settings. 1. Click Your Name > Setup > My Chatter Settings > My Feeds. 2. Select Automatically follow records I create. 3. Click Save. Note: If the Account Owner field isn't tracked and someone changes the owner of an account, the new owner won't automatically follow the account. To automatically follow a record when someone else assigns you ownership, your administrator must enable the owner field on the object for feed tracking.

See Also:
Following People Following Records Feeds The People and Records You Auto-Follow Initially

53

Personal Setup

Enabling or Disabling Approval Request Posts

Enabling or Disabling Approval Request Posts

If your organization has Approvals in Chatter enabled, you can receive approval requests as posts in Chatter. Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, Developer, and Database.com Editions.

User Permissions Needed To view a record: Read on the record

1. Click Your Name > Setup > My Chatter Settings > My Feeds. 2. Select Receive approval requests as private Chatter posts to receive approval requests in posts or deselect the option to stop receiving approval requests. By default, you automatically receive approval requests in posts when your administrator turns on Approvals in Chatter. 3. Click Save. Note: Only users with access to the approval record can see the approval request post. Comments on approval posts aren't persisted to the approval record.

Configuring Your Social Accounts and Contacts Settings

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions Contacts available in: All Editions except Database.com Leads available in: Group, Professional, Enterprise, Unlimited, and Developer Editions

If the Social Accounts and Contacts feature is enabled for your organization, you can turn off social networks that you don't want to use. You can also turn off the Social Accounts and Contacts feature, if needed. 1. Click Your Name > Setup > My Social Accounts and Contacts > Settings. 2. Click Change your Social Accounts and Contacts settings. 3. Customize Social Accounts and Contacts so it works the way you want it to. Select the social networks that you want to use. Deselect any of the services that you don't want to use. Deselect Use Social Accounts and Contacts to turn off the Social Accounts and Contacts feature entirely. Select this checkbox to turn the feature back on if you change your mind.

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Home Tab

Home Tab Overview

4. Click Save.

See Also:
Social Accounts, Contacts, and Leads Overview Security and Privacy When Using Social Accounts and Contacts Using Social Accounts Social Accounts, Contacts, and Leads Overview Security and Privacy When Using Social Accounts and Contacts Using Social Contacts Social Accounts, Contacts, and Leads Overview Security and Privacy When Using Social Accounts and Contacts Using Social Leads

HOME TAB
Home Tab Overview
The available tabs and options in the Create New drop-down list vary according to which permissions you have and which Salesforce Edition you are using.

From the Home tab, you can view your calendar and tasks, and select tab and sidebar options to access other information. You can also search for information and view messages and custom links provided by your administrator. The tabs at the top of the page let you access different types of information. Tabs can be organized into groups called apps, which make it easy to switch between sets of tabs that relate to one another. In addition to the standard apps, such as Sales and Call Center, your administrator can create custom apps to define the tabs that you see. You can switch between apps by choosing from the Force.com app menu at the top of the page.

55

Home Tab

Changing Your Home Tab Dashboard

An alert banner may appear on the Home tab to let you know when updates are available for desktop clients such as Connect for Outlook and Connect Offline. For more information, see Viewing Client Update Alerts on page 63.

See Also:
Troubleshooting Login Issues Using Your Tasks and Calendar on the Home Page Search Overview Recycle Bin About the Sidebar Custom Links Messages and Alerts Recent Items What is an App?

Changing Your Home Tab Dashboard

Available in: Professional, Enterprise, Unlimited, and Developer Editions

Your administrator can create customized Home tab pages that display customized components such as a dashboard snapshot or your company logo. If your Home tab contains a dashboard snapshot, you can change the dashboard settings. Click Customize Page in the Dashboard section of the Home tab if yours contains a dashboard. Use this page to select a different dashboard to display on the Home tab. Click Refresh to refresh the data in your dashboard. See Refreshing Dashboard Data on page 3257 for more information.

See Also:
Customizing Your Display

Using Your Tasks and Calendar on the Home Page

Available in: All Editions except Database.com

Note: The My Tasks and Calendar sections display on the Home page if they are included as components on your Home page layout. From the Home page, you can view, create, and edit tasks and events. If you have Salesforce for Outlook, Connect for Outlook or Connect for Lotus Notes installed, you may be able to sync your Outlook or Lotus Notes records with Salesforce so they display in the My Tasks and Calendar sections. In the My Tasks section, you can: Click New to create a task.

56

Home Tab

Using Your Tasks and Calendar on the Home Page

View a list of tasks assigned to you. Up to fifteen tasks can be displayed; to view all your tasks, click View More. identifies tasks that are part of a recurring series.

Choose a time frame from the drop-down list to change which tasks display. Assign unresolved emails to related records; to view all your unassigned emails, click My Unresolved Items. If your organization has enabled hover links for the My Tasks list, hover your mouse over the subject of a task to see the details of the task in an overlay. Alternatively, click the subject of a task to open the detail page of that task. Click X to close a task.

In the Calendar section, you can: Click New Event to create a new event. Click the Scheduled Meetings subtab to view a list of the events you have scheduled for the next seven days. This tab displays a maximum of 50 events per day. identifies events that are part of a recurring series.

identifies events with invitees. Multi-person events aren't available in Personal Edition. If your organization has enabled home page hover links for events, hover your mouse over the subject of an event to display the details of the event in an interactive overlay. Alternatively, click the subject of an event to open the detail page of that event. Click the Requested Meetings subtab to view meetings you have requested but not confirmed. This tab displays a maximum of 100 requested meetings. Click the subject of the meeting to open its detail page where you can cancel and reschedule the meeting. The Responses column shows the number of invitees that have responded to your meeting request. Once you confirm a meeting, it appears on the Scheduled Meetings subtab. If the Requested Meetings subtab doesn't display, ask your Salesforce administrator to add it to the Calendar section. View a small calendar of the current month. To change which month displays, click and . Navigate to different views of your calendar and click the icons underneath the small monthly calendar as appropriate.

See Also:
Viewing Activities Requesting a Meeting Using Cloud Scheduler Setting Up Cloud Scheduler

57

Home Tab

Recycle Bin

Recycle Bin
Available in: All Editions except for Database.com

User Permissions Needed To view and recover your deleted records: To view and recover records deleted by other users: To recover deleted public tags: To purge the Recycle Bin: Read on the records in the Recycle Bin Modify All Data Tag Manager Modify All Data

The Recycle Bin link in the sidebar lets you view and restore recently deleted records for 15 days before they are permanently deleted. Your recycle bin record limit is 25 times the Megabytes (MBs) in your storage. For example, if your organization has 1 GB of storage then your limit is 25 times 1000 MB or 25,000 records. If your organization reaches its Recycle Bin limit, Salesforce automatically removes the oldest records if they have been in the Recycle Bin for at least two hours.

Viewing Items in the Recycle Bin

Choose My recycle bin from the drop-down list to view just the items you deleted. Administrators, and users with the Modify All Data permission, can choose All recycle bin to view all data that has been deleted for the entire organization. In Personal Edition, the All recycle bin option shows all of your deleted items.

Searching for Items in the Recycle Bin

1. Choose My recycle bin or All recycle bin from the drop-down list. Choosing My recycle bin searches for matches only in the items you deleted. 2. Enter your search terms. Search terms are treated as separate words with an implied AND between them. For example, searching for bob jones returns items with bob and jones together but not bob smith whose email address is [email protected]. An implied wildcard is appended to your search terms so searching for bob returns any bob or bobby. Searches look for matches in the field displayed in the Name column of the Recycle Bin such as lead Name, Case Number, Contract Number, or Product Name. Note: Some search features, including stemming and synonyms, are not available in the Recycle Bin search.

3. Click Search.

Restoring Items in the Recycle Bin

You can restore items by checking the box next to those items and clicking Undelete. To restore all deleted items, check the box in the column header and then click Undelete. When you undelete a record, Salesforce restores the record associations for the following types of relationships: Parent accounts (as specified in the Parent Account field on an account) Parent cases (as specified in the Parent Case field on a case) Master solutions for translated solutions (as specified in the Master Solution field on a solution)

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Home Tab

Creating Records Using the Create New Drop-Down List

Managers of contacts (as specified in the Reports To field on a contact) Products related to assets (as specified in the Product field on an asset) Opportunities related to quotes (as specified in the Opportunity field on a quote) All custom lookup relationships Relationship group members on accounts and relationship groups, with some exceptions Tags An article's categories, publication state, and assignments Note: Salesforce only restores lookup relationships that have not been replaced. For example, if an asset is related to a different product prior to the original product record being undeleted, that asset-product relationship is not restored.

Purging the Recycle Bin

To permanently remove your deleted items prior to the 15 day period, administrators, and users with the Modify All Data permission, can click Empty your recycle bin or Empty your organizations recycle bin .

See Also:
Removing Members from Relationship Group Members Managing Articles and Translations

Creating Records Using the Create New Drop-Down List

The available options in the Create New drop-down list vary according to which permissions you have, which Salesforce Edition you are using, and which app you are using.

The Create New drop-down list, available in the sidebar, provides options to create new records. To create a new record using the drop-down list: 1. Select the type of record you want to create. The new record page immediately displays in the appropriate tab or the Upload a File dialog box displays if you selected File. 2. Fill in the fields. 3. Click Save or Upload to My Files if you selected File.

Using the Tags Sidebar Component

The Tags link and Recent Tags drop-down list, available in the sidebar, allow you to browse tags and access your most recently used tags, respectively. Click Tags to browse, search, and manage your entire tag collection.

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Home Tab

About the Sidebar

Select a tag in the Recent Tags drop-down list to view all records that have been marked with that tag. The tags that appear in this list are those you have most recently used to tag records.

See Also:
Tags Overview Browsing, Searching, and Managing Tags Enabling Tags

About the Sidebar

Available in: All Editions except Database.com

The sidebar column that appears on the left side of most Salesforce pages provides convenient access to the following links and commands. Search Use the header search box, if you don't have sidebar search. The Tags link and Recent Tags drop-down list The Divisions drop-down list The Create New drop-down list A Calendar shortcut to your last used calendar view The Recent Items list Messages and Alerts Custom Links A shortcut to the Recycle Bin

The options in your sidebar may vary if your administrator has customized your home page layout. For more information, see Customizing Home Tab Page Layouts on page 1334. If your administrator has enabled the collapsible sidebar, you have the choice to show or hide the sidebar as needed. Click the edge of the sidebar or press ALT+S to open or close the sidebar as needed. Opening the sidebar using ALT+S automatically places your cursor in the Search box. Note: Call center users won't see incoming calls if they collapse the sidebar.

Tip: If your organization uses divisions, we recommend that you keep the sidebar pinned and visible at all times so you always have access to the Divisions drop-down list.

See Also:
Customizing Activity Settings

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Home Tab

Messages and Alerts

Messages and Alerts

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

The Messages and Alerts section of the Home tab sidebar displays announcements customized by your organization's administrator. The Messages and Alerts section is not available in Personal Edition.

See Also:
Customizing Home Tab Page Layouts About the Sidebar

Custom Links
Available in: All Editions except Database.com

This section appears on the Home tab depending on your customized home page layout. See Customizing Home Tab Page Layouts on page 1334. The Custom Links section of the Home tab contains links to websites or Salesforce pages that are useful for everyone in your organization. Your administrator sets which links display in this section.

See Also:
Customizing Home Tab Page Layouts About the Sidebar

Recent Items
Available in: All Editions

In the Recent Items section of the sidebar column, you see a short list of up to 10 specific accounts, campaigns, cases, contacts, contracts, documents, ideas, questions, leads, opportunities, quotes, orders, person accounts, solutions, users, or custom objects youve most recently added or viewed. To see the details of an item, click the name of the item. Tip: If your organization has enabled hover details, hover your mouse over any item in the Recent Items list to view key information about the record before clicking into that record's detail or edit page.

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Home Tab

Changing Your Working Division

Note: Your Recent Items may show fewer than 10 items if you have recently deleted any of your recently viewed items. Likewise, the Recent lists on the tab home pages (for example, the Recent Leads list) may show fewer than 10 or 25 items if you have recently deleted items.

See Also:
About the Sidebar

Changing Your Working Division

Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To change your working division: To limit list views, searches, and reports by division: Affected by Divisions Affected by Divisions

If your administrator has enabled divisions, your organizations data will be segmented into different sections, making searches, reports, and list views more meaningful for you. For example, if you work in the North American division, you can create reports to show only records belonging to the European division. You can change the division in which you are working at any time. The data you see in search results includes records in your working division. To set your working division, simply select a division from the Divisions drop-down list in the sidebar. To search within multiple divisions at the same time, use advanced search, global search, or select --All-- from the Divisions drop-down list. To search within a division in a lookup dialog, select a division from the drop-down list in the lookup dialog window. Your results include records in the selected division. Note: All searches within a working division also include the global division. For example, if you search within a working division called Western Division, your results will include records found in both the Western Division and the global division. To report on records in a specific division, select a division from the Divisions drop-down list on the report. Select --Current-- to show records in your current working division. Reports that are already scoped (such as My Cases or My teams accounts) include records in all divisions, and you cannot further limit them to a specific division. To find records in a specific division in a list view, use the Divisions drop-down list when creating or editing the list view.

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Home Tab

Viewing Client Update Alerts

Note: When you create new records, those records are not automatically assigned to your current working division. See Overview of Divisions on page 459 for more information.

See Also:
About Divisions Transferring Divisions Changing Your Default Division About the Sidebar

Viewing Client Update Alerts

Available in: Enterprise, Unlimited and Developer Editions

User Permissions Needed To view client update alerts: On, updates w/alerts OR On, must update w/alerts on your profile

Under the following conditions, an alert banner automatically appears across the Home tab when new versions of clients such as Connect for Outlook and Connect Offline are available. Your administrator has given you access to see the Home tab alerts. See Desktop Client Access Overview on page 552. In the past, you have successfully logged in from the client with your Salesforce username and password.

Click the alert banner to proceed to the Check for Updates page. Note the following: You can navigate to the Check for Updates page at any time to see which client versions are installed on your computer. After installing the update, the alert banner continues to appear across the Home tab until you log in through the newly updated client. Connect Offline is the only client available with Developer Edition.

See Also:
Desktop Client Access Overview Force.com Connect for Microsoft Outlook Overview Force.com Connect Offline Overview Force.com Connect for Microsoft Office Overview Force.com Connect for Lotus Notes Overview

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Accounts

Accounts Overview

ACCOUNTS
Accounts Overview
Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

Accounts are your organization's customers, competitors, and partners. Each account stores information such as name, address, and phone numbers. For each account, you can store related information such as opportunities, activities, cases, partners, contracts, and notes. The Accounts tab displays a home page that lets you quickly create and locate all types of accounts, and also sort and filter your accounts using standard and custom list views. In addition, this tab lets you view and edit detailed information on each account to which you have access. You can also enhance your traditional account data with your customers social information. With the Social Accounts and Contacts feature, you can see your accounts social network profiles and other social datadirectly in Salesforce. Easy access to this information helps you know your customers better, so you can solve their problems and build stronger relationships. If your organization has been enabled with person accounts, you have two different kinds of accounts: business accounts and person accounts. Business accounts represent the other companies with which your organization does business. For business accounts, the individuals who work at those companies are represented by contacts. Person accounts represent the individual consumers with whom your company does business, such as a financial services client, an online shopper, or a vacation traveler. Depending on your organization's business model, you may use business accounts, person accounts, or both. If your organization has a partner portal, you can create partner accounts. Partner accounts are business accounts that a channel manager uses to manage partner organizations, partner users, and activities. Note: In the online help and other Salesforce documentation, the word account by itself always refers to both business accounts and person accounts. The terms business account and person account are used when there are differences between the two kinds of accounts.

See Also:
Accounts Home What is a Person Account? Social Accounts, Contacts, and Leads Overview Partner Portal Overview

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Accounts

Social Accounts, Contacts, and Leads Overview

Social Accounts, Contacts, and Leads Overview

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions Contacts available in: All Editions except Database.com Leads available in: Group, Professional, Enterprise, Unlimited, and Developer Editions

The Social Accounts and Contacts feature lets you view social network profiles and other social information for your accounts, contacts, and leads, directly in Salesforce. Easy access to this information provides your sales users with social sales intelligence that they can use to better meet existing and potential customers needs. The Social Accounts and Contacts feature is enabled by default for organizations created after the Spring 12 release. For existing organizations, the administrator must enable Social Accounts and Contacts. Note: In the online help and other Salesforce documentation, the word account by itself always refers to both business accounts and person accounts. The terms business account and person account are used when there are differences between the two kinds of accounts. You can see social information from several social networks. Social Network Facebook Information Displayed in Salesforce Supported Records

Facebook gives you a more personal view of your existing and potential Accounts customers and helps you find common interests. For contacts, leads, and Contacts person accounts, you can see profiles, status updates, and the number of mutual friends you share. For business accounts, you can view your customers Leads corporate social media presence, including their company profile and wall posts. Klout is a third-party service that analyzes people's influence across social Accounts networks, including Twitter, Facebook, and LinkedIn. Use Klout to see Contacts your accounts', contacts', and leads' influence on social media, who they Leads influence, who influences them, and the topics they talk about. LinkedIn is useful for staying up to date on your contacts', leads', and person Contacts accounts' professional personas. You can see profile photos, current titles Leads and companies, and locations. Person Accounts Twitter is a great way to see the public personas of your existing and Accounts potential customers and learn what's on their minds. You can see bios, recent Contacts tweets, and the people who are following and being followed by your Leads accounts, contacts, and leads.

Klout

LinkedIn

Twitter

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Accounts

Social Accounts, Contacts, and Leads Overview

Social Network YouTube

Information Displayed in Salesforce

Supported Records

YouTube helps you find and view videos related to your accounts, contacts, Accounts and leads. Contacts Leads

Additional social networks may be available in future updates. Important: The Social Accounts and Contacts feature uses Facebook, Klout, LinkedIn, Twitter, and YouTube public APIs to display social information in Salesforce. Because these social networks have the option of modifying or terminating access to their APIs at any time, salesforce.com cant guarantee the future availability of this feature or any of its functionality, including access to the data that is currently provided or to any particular social network as a whole. To get started with Social Accounts and Contacts, simply sign in to your social network accounts from any account, contact, or lead detail page. This creates private connections between Salesforce and your social network accounts, allowing you to see external social profiles in Salesforce. Then youre ready to take your customer insights to the next level by linking your accounts, contacts, and leads social profiles to their Salesforce records. Once you link a profile to a record, that social data is available to you and everyone else in your organization, without having to log in to other sites. The details that each Salesforce user can see depends on their connection level with the account, contact, or lead, as well as the privacy settings for the profile. Regardless of how much detail is visible, the information that Salesforce displays is always current. Click the social network icons in the header on account, contact, and lead detail pages to display the Social Accounts and Contacts viewer. If no icons are visible, Social Accounts and Contacts is disabled for your organization. If a social network icon is missing, that service may be turned off. Contact your administrator if you'd like to use this feature or want access to a social network that isn't currently available.

See Also:
Security and Privacy When Using Social Accounts and Contacts Enabling and Configuring Social Accounts and Contacts Using Social Accounts Security and Privacy When Using Social Accounts and Contacts Enabling and Configuring Social Accounts and Contacts Using Social Contacts Security and Privacy When Using Social Accounts and Contacts Enabling and Configuring Social Accounts and Contacts Using Social Leads

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Accounts

Social Accounts, Contacts, and Leads Overview

Security and Privacy When Using Social Accounts and Contacts

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions Contacts available in: All Editions except Database.com Leads available in: Group, Professional, Enterprise, Unlimited, and Developer Editions

Social Accounts and Contacts is secure and private. Here's an overview of its security and privacy features: Salesforce uses the trusted OAuth protocol when you sign in to your Facebook, LinkedIn, or Twitter accounts, so your login credentials aren't exposed to Salesforce. Salesforce doesn't import or store social information. Each time you select a contact's social profile or YouTube video, Salesforce retrieves the information directly from the corresponding social network and simply displays it. The information that you see is read-only and can't be modified. You can't import or store social data in Salesforce records. This ensures that you always see current details when viewing your accounts', contacts', and leads' social information. The details that are visible to you when you view a Facebook, LinkedIn, or Twitter profile are determined by the connection that you have with the account, contact, or lead, as well as privacy settings. Typically you see the same information as you would when viewing the profile while logged in directly to the social network. Some of your customers, however, may have privacy settings that restrict the visibility of some or all of their profile details outside the network. In those cases, you see very few, if any, profile details in Salesforce. Your view of a Facebook, LinkedIn, or Twitter profile is not shared with anyone else in your organization. Other Salesforce users must sign in to their own social network accounts to use Social Accounts and Contacts and the profile details that are visible depend on each user's connection level with the account, contact, or lead, as well as their privacy settings. None of your Facebook, LinkedIn, or Twitter profile information is stored in Salesforce, nor does Salesforce post anything about you or your activities to your social network accounts. Accounts, contacts, and leads aren't notified when you view their social network profiles using the Social Accounts and Contacts feature. Important: The Social Accounts and Contacts feature uses Facebook, Klout, LinkedIn, Twitter, and YouTube public APIs to display social information in Salesforce. Because these social networks have the option of modifying or terminating access to their APIs at any time, salesforce.com cant guarantee the future availability of this feature or any of its functionality, including access to the data that is currently provided or to any particular social network as a whole.

See Also:
Social Accounts, Contacts, and Leads Overview Using Social Accounts Social Accounts, Contacts, and Leads Overview Using Social Contacts Social Accounts, Contacts, and Leads Overview Using Social Leads

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Accounts

What is a Person Account?

What is a Person Account?

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

Note: Person accounts are not enabled by default in Salesforce. To quickly verify whether your organization uses person accounts, see if you have an option to select Person Account as the record type when you create a new account. To request person accounts, check with your administrator. A person account is an individual consumer with whom you do business, such as a financial services client, an online shopper, or a vacation traveler. Person accounts are applicable to organizations that operate on a business-to-consumer model as opposed to a business-to-business model. In a business-to-business model, there is a natural differentiation between the other businesses with whom you work and the people associated with those businesses. In Salesforce, that translates to accounts and contacts having different fields, features, and tabs. In a business-to-consumer model, because you are providing products or services to people rather than companies or organizations, the distinction between accounts and contacts does not exist. Consequently, person accounts in Salesforce have a combination of fields from both accounts and contacts, and can be used as contacts in most situations that involve contacts. For example, business accounts do not have standard fields for email address and job title, but person accounts do. Also, person accounts can be associated with campaigns just like contacts, but business accounts cannot. For details on the contact-specific functionality that applies to person accounts, see Person Account Behaviors on page 72. The ability for person accounts to act like contacts is made possible by applying an account record type which has special properties. The default name of this record type is Person Account. Your administrator may have changed the name of this record type, and also may have created more account record types that have the same special properties. For more information on record types, see Managing Record Types on page 1300 and Changing the Record Type Field on page 118. Note: In the online help and other Salesforce documentation, the word account by itself always refers to both business accounts and person accounts. The terms business account and person account are used when there are differences between the two kinds of accounts.

See Also:
Person Account Behaviors Accounts Overview Contacts Overview Tip sheet: Using Person Accounts Implementation guide: Implementing Person Accounts Disabling and Deactivating Portal Users

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Accounts

What is a Person Account?

Enabling Person Accounts

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To enable person accounts: Customize Application

Note: Person accounts are not enabled by default in Salesforce. To quickly verify whether your organization uses person accounts, see if you have an option to select Person Account as the record type when you create a new account. To request person accounts, check with your administrator. Before you begin, make sure to: Create at least one record type for accounts. Grant read permission on contacts for profiles that have read permission on accounts. Ensure that the contact sharing organization-wide default is set to Controlled by Parent.

Once you complete the preliminary steps, contact salesforce.com to enable person accounts and then: 1. Click Your Name > Setup > Customize > Accounts > Person Accounts. 2. Assign person account record types to profiles that require person accounts. Note: Person accounts count against both account and contact storage because the API considers each person account to consist of one account as well as one contact. Additional storage might be necessary when you implement person accounts, so you should review your storage usage. Enabling person accounts is permanent and cannot be reverted. If you are an existing customer, we recommend creating a sandbox to preview how person accounts will affect your organization.

See Also:
Implementation guide: Implementing Person Accounts What is a Person Account? Person Account Behaviors Creating Record Types Accounts Overview

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Accounts

What is a Person Account?

Merge Fields for Person Accounts

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

Note: Person accounts are not enabled by default in Salesforce. To quickly verify whether your organization uses person accounts, see if you have an option to select Person Account as the record type when you create a new account. To request person accounts, check with your administrator. Merge fields serve as placeholders for data that will be replaced with information from your records, user information, or company information. For example, you can place a merge field in an email template so that the greeting includes the recipients name rather than a generic Hello!. You can use merge fields within custom formula fields, s-controls, custom links, custom buttons, Visualforce pages, and when you create email or mail merge templates. The list of available merge fields depends on the type of data that youre working with. This topic lists considerations for working with merge fields with person accounts. Both business account and person account fields are available as account merge fields. Account fields exclusive to person accounts, such as Birthdate, Email, and Title have Account.Person in their merge field names. For example, {!Account.PersonBirthdate}. If your organization uses person accounts, both business account and person account fields are available as account merge fields. Account fields exclusive to person accounts, such as Birthdate, Email, and Title have Account.Person in their merge field names. For example, {!Account.PersonBirthdate}. You can use the merge field {!Account.IsPersonAccount} to determine whether you are working with aperson account or a business account. Account fields that previously had unique names and labels may no longer be unique because some contact fields are displayed as part of the account object. These fields on the accounts page are identified by the person account icon ( Ensure that all custom account fields have field names and labels unique to your organization so that the merge field references the correct field. For more information, see What is a Person Account? on page 68. ).

Important: Ensure that all custom fields under account have unique field names and labels so that the merge field references the correct field.

See Also:
Merge Fields Overview Validation Rules for Person Accounts What is a Person Account?

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Accounts

What is a Person Account?

Validation Rules for Person Accounts

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

Note: Person accounts are not enabled by default in Salesforce. To quickly verify whether your organization uses person accounts, see if you have an option to select Person Account as the record type when you create a new account. To request person accounts, check with your administrator. Merge fields serve as placeholders for data that will be replaced with information from your records, user information, or company information. The list of available merge fields depends on the type of data that youre working with. This topic lists considerations for working with merge fields in validation rules with person accounts. Syntax and Formatting When you insert a merge field in a validation rule, the syntax consists of the object, a period, and the field name. For example, $User.State corresponds with a users state or province. The syntax for a merge field may differ, depending on where youre using it in Salesforce. To ensure that youre using the correct syntax, select merge fields from the drop-down list in the editor where youre using the merge field. The merge fields for validation rules correspond directly with the fields in your app. For a list of fields with your standard objects, go to Your Name > Setup > Customize, click the standard object in question, and click Fields. For a list of fields with your custom objects, go to Your Name > Setup > Create > Objects, click the custom object in question, and look in the Standard Fields and Custom Fields & Relationships areas. Important: If a custom objects name and label are identical to the name and label of another object, you may see unexpected behavior when using that objects merge fields. If a standard object and custom object have matching names or labels, only the standard object's fields display when you select from Available Merge Fields. For example, if you have a custom object and a standard object both called Quote, you wont be able to select the custom object. To ensure that you can select merge fields from either object, add a character to make the custom objects name and label unique, such as Quote2. If two or more custom objects have matching names or labels, only one of the objects displays when you select from Available Merge Fields. Ensure that all custom objects have unique names and labels so that you can select merge fields from any of the objects.

Tips To define a validation rule that applies only to person accounts, use the IsPersonAccount merge field. For example, Account.City = San Francisco verifies that a business or person accounts city is San Francisco, while IsPersonAccount ( Account.City = San Francisco) verifies that a person accounts city is San Francisco. You must handle person account and business account names separately in account validation rules. For business accounts, use the Name merge field. For person accounts, use the FirstName and LastName merge fields.

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Accounts

Person Account Behaviors

Birthdate, Email, and other fields that are only supported for person accounts are available as merge fields in account

validation rules. When you use one of those merge fields, note that business account records will be processed as if those fields have blank values. For business account and person account fields, see Account Fields on page 91.

See Also:
Merge Fields Overview Merge Fields for Person Accounts What is a Person Account?

Person Account Behaviors

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

Note: Person accounts are not enabled by default in Salesforce. To request person accounts, contact salesforce.com.

Person accounts are accounts that can also be used as contacts in many situations. The following table summarizes the key areas in which person accounts differ from business accounts or have unique considerations: Salesforce Functionality Account Merge Account Quick Create Person Account Behavior Person accounts can only be merged with other person accounts. See Merging Duplicate Accounts on page 110. On the accounts home page, the fields in the Quick Create area are based on whether the default account record type set on your profile is a person account record type or a business account record type. See Specifying Record Types and Page Layout Assignments in the Enhanced Profile User Interface on page 540 or Assigning Record Types to Profiles in the Original Profile User Interface on page 550. Person accounts are accounts that support contact fields and capabilities. Person accounts can be associated with activities using either the Name or Related To fields. As with contacts, person accounts can be invited to events and requested meetings. For users to request a meeting with a person account, the Email field must be added to the Person Accounts page layout.

Accounts Activities

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Person Account Behaviors

Salesforce Functionality Campaigns Cases Chatter Feed Tracking Contact Roles Contacts

Person Account Behavior As with contacts, person accounts can be added to campaigns and have a Campaign History related list. On cases, person accounts can be entered in the Account Name field, the Contact Name field, or both. When you follow person accounts, you follow the account fields, but not the contact fields. As with contacts, you can add person accounts to the Contact Roles related list on cases, contracts, and opportunities. In most situations, you can use person accounts as if they were contacts. You can include them in all contact list views except on the contacts home page. Unlike business accounts, person accounts do not have a Contacts related list. However, you can use the Partners related list to track relationships between different person accounts.

Custom Objects Customer Portal

Custom objects with relationships to either accounts or contacts can be added as related lists on person accounts. As with contacts, person accounts can be enabled as users for your Customer Portals. Note that Customer Portals are only available for Enterprise and Unlimited Editions. Person accounts are currently supported in Connect Offline, Salesforce for Outlook, and Connect for Outlook version 3.2 and later; see Can I sync person accounts using Salesforce for Outlook? on page 3882 and Working with Person Accounts in Connect for Outlook on page 2886. They are not currently supported in Connect for Lotus Notes. As with contacts, you can send individual emails and mass emails to person accounts. Account fields for person accounts can be tracked using the account field history settings, but contact fields for person accounts are configured on the contact field history settings page. See Tracking Field History for Standard Objects on page 1120. A predetermined combination of standard account and contact fields is available on person account page layouts. In addition, all custom account and contact fields are available. See Person Account Fields on page 97. Note that some business account fields are not supported for person accounts, such as Parent Account and View Hierarchy. Also, the Reports To field on contacts is not supported for person accounts.

Desktop Integration

Email Field History

Fields

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Person Account Behaviors

Salesforce Functionality

Person Account Behavior You can rename person account field labels so alternate terms display in Salesforce.

Icons

Person accounts have a person icon ( ), while business accounts have a folder icon ( ). The person account icon can be added to search results, list views, and lookup dialogs using the criteria Is Person Account equals True.

Import Wizards

Person accounts have unique import wizards at Your Name > Setup > Import > Import My Person Accounts and Your Name > Setup > Data Management > Import Person Accounts. See What Is Imported for Person Accounts? on page 802. Leads with a blank Company field are converted to person accounts. The default person account record type for your profile is applied to the new person account. Note that you can only create leads with a blank Company field using the Force.com API. Leads with a value in the Company field are converted to business accounts. The default business account record type for your profile is applied to the new business account. See Converting Leads on page 3036, and Specifying Record Types and Page Layout Assignments in the Enhanced Profile User Interface on page 540 or Assigning Record Types to Profiles in the Original Profile User Interface on page 550. Person accounts appear in both account and contact list views. Add the Is Person Account icon to list views to visually differentiate person accounts from other records, and to include or exclude person accounts in a list. Mobile configurations that include the account object automatically deliver person accounts and business accounts to users' mobile devices. Person accounts can be excluded from the configuration's data set using the criteria Is Person Account equals False. To mobilize only person accounts, use the criteria Is Person Account equals True. If a mobile configuration includes accounts but not contacts, users assigned to that configuration will see a Contacts tab in the mobile client application, and the tab will contain person accounts.

Leads

List Views

Mobile Configurations

Page Layouts

Person accounts have unique page layouts that can have account fields, contact fields, account custom links, account related lists, and contact related lists. Person accounts page layouts do not support the Reports To and Parent Account fields. You cannot add a contact formula field that references the account object to person accounts page layouts.

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Person Account Behaviors

Salesforce Functionality Partners

Person Account Behavior You can use the Partners related list to relate person accounts to each other. We recommend that you rename the Partners related list to Related Accounts, Relationships, or a similar term that reflects how your person accounts are connected. Administrators can configure multiple record types for person accounts. A person account can only be changed to another person account record type. Administrators can customize the names of tabs and fields related to person accounts, such as: The Accounts tab name, the business account field label, and the person account field label. The Contacts tab name and the business contact field label. See Renaming Tab and Field Labels on page 1072.

Record Types

Renamed Tabs and Standard Fields

Search

Person accounts only appear in account search results. Administrators can add the Is Person Account icon to account search layouts in order to differentiate person accounts from business accounts. As with contacts, person accounts can be enabled as users for your Self-Service portal. Note: Starting with Spring 12, the Self-Service portal isnt available for new organizations. Existing organizations continue to have access to the Self-Service portal.

Self-Service Portal

Sharing Settings

Contact sharing is not available if you have enabled person accounts. The organization-wide default for contacts is set to Controlled by Parent and is not editable. If your organization has customized your contact sharing settings and you want to enable person accounts, change your organization-wide default for contacts to Controlled by Parent, which removes all your contact sharing rules and manually shared contacts.

Stay-in-Touch Requests Storage

As with contacts, you can send individual and mass Stay-in-Touch requests to person accounts. Person accounts count against both account and contact storage because the API considers each person account to consist of one account as well as one contact.

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Accounts Home

Salesforce Functionality Workflow Rules

Person Account Behavior Creating or editing a person account triggers account workflow rules. See Workflow and Approvals Overview on page 1866.

See Also:
What is a Person Account? Tip sheet: Tips & Hints for Person Accounts Administrator setup guide: Implementing Person Accounts Disabling and Deactivating Portal Users

Accounts Home
Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view the Accounts tab: To view accounts: To create business accounts: To create person accounts: Read on accounts Read on accounts Create on accounts Create on accounts and contacts

Clicking on the Accounts tab displays the accounts home page. To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit. In the Recent Accounts section, select an item from the drop-down list to display a brief list of the top accounts matching that criteria. From the list, you can click any account name to go directly to the account detail. Toggle the Show 25 items and Show 10 items links to change the number of items that display. The fields you see are determined by the Accounts Tab search layout defined by your administrator and by your field-level security settings (available in Enterprise, Unlimited, and Developer Editions only). The Recent Accounts choices are: Recent Accounts Choice Recently Viewed Description The last ten or twenty-five accounts you viewed, with the most recently viewed account listed first. This list is derived from your recent items and includes records owned by you and other users.

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Accounts Home

Recent Accounts Choice Recently Created

Description The last ten or twenty-five accounts you created, with the most recently created account listed first. This list only includes records owned by you. The last ten or twenty-five accounts you updated, with the most recently updated account listed first. This list only includes records owned by you.

Recently Modified

If Quick Create has been enabled by your administrator, you can add a new account from the Quick Create area in the sidebar on the accounts home page. If your organization uses person accounts and your default record type for the Accounts tab is a person account record type, then the Quick Create fields include First Name and Last Name instead of Account Name. Validation rules don't apply if you create new records for an object with Quick Create. Alternatively, click New next to the Recent Accounts section to create a new account.

Under Reports, click any report name to jump to that report. Select any of the links under Tools to access utilities for managing your accounts. If accounts are shared with external contacts via Salesforce to Salesforce, choose one of the list views under Accounts from Connections to view accounts that your business partners have shared with you. Note: If your organization has Salesforce for Wealth Management, accounts are called clients.

See Also:
Accounts Overview What is a Person Account? Using Accounts Creating Accounts Merging Duplicate Accounts Deleting Accounts Creating Custom List Views

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Viewing Account Lists

Viewing Account Lists

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view account lists: To create business accounts: To create person accounts: Read on accounts Create on accounts Create on accounts and contacts

The accounts list page displays a list of accounts in your current view. To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit. Click an account name to view the account details. Click Edit or Del next to an account name to edit or delete the account. If Chatter is enabled, click or to follow or stop following an account in your Chatter feed. If Chatter is enabled, click Chatter in the top-right corner to see feed updates for the list view. Click List to toggle back to the list view. Click New Account or select Account from the Create New drop-down list in the sidebar to create an account. Click the Open Calendar link at the bottom of the page to display a weekly view of a calendar underneath the list. Then, you can drag a record from the list to a time slot on the calendar to quickly create an event associated with the record. Note that your administrator controls the availability of drag-and-drop scheduling.

Sorting List Views

Click any column heading to sort in ascending or descending order using that columns information. At the top of the list, click a letter to display the contents of the sorted column that begin with that character. If your organization uses person accounts and your current list view includes the field Is Person Account, the column heading for this field is the person account icon ( ). Click the person account icon in the header to sort person accounts at either the top or bottom of the list.

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Using Accounts

Note: If your organization has Salesforce for Wealth Management, accounts are called clients.

See Also:
Accounts Home What is a Person Account? Customizing User Interface Settings Working with Enhanced Lists Using Inline Editing in Lists Printing List Views

Using Accounts
Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view accounts: To edit business accounts: To edit person accounts: To enable partner accounts: To disable partner accounts: Read on accounts Edit on accounts Edit on accounts and contacts Manage Partners Edit on accounts AND Manage Partners To disable Customer Portal accounts: Edit on accounts AND Edit Self-Service Users

An account is an organization, company, or consumer that you want to trackfor example, a customer, partner, or competitor. View and edit accounts Use Social Accounts and Contacts to view your accounts social network profiles, see their level of influence in social media, and watch related YouTube videos. Find account-related information (such as contacts) Get Data.com contacts for an account

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Displaying and Editing Account Details

Clean account records with Data.com Clean View account updates and comments (Chatter) Give Customer Portal users access to an account Enable an account as a partner account

See Also:
Account Fields Viewing Parent Accounts Creating Accounts Social Accounts, Contacts, and Leads Overview Data.com Product Suite Overview Changing the Record Type Field Changing the Territories of an Account Account History

Displaying and Editing Account Details

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view accounts: To edit business accounts: To edit person accounts: To enable partner accounts: To disable partner accounts: Read on accounts Edit on accounts Edit on accounts and contacts Manage Partners Edit on accounts AND Manage Partners To disable Customer Portal accounts: Edit on accounts AND Edit Self-Service Users

Once you have located an account on the Accounts home or list pages, click the account name to display detailed information. Use inline editing to edit fields directly on the detail page. If inline editing isn't enabled, contact your administrator. To display the page in edit mode, click Edit, make your changes, and click Save.

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Using Social Accounts

To save the current account and create another one, click Save & New. To open a printable display of the record details, in the top-right corner of the page, click Printable View. To enable an account as a partner account, click Work with Portal and choose Enable As Partner. Available only if your company enabled a partner portal. To enable person accounts as Customer Portal users, click Work with Portal and choose Enable Customer Portal User. Available only if your company has person accounts and a Customer Portal. Note: As the owner of an account, you can normally view all data related to that account. However, your administrator can set an option on your role that determines whether you can view opportunities that you do not own that are associated with your accounts. Also, if your accounts are assigned to territories, your administrator can set options that determine whether users in that territory can view, edit, transfer, or delete your accounts.

Using Social Accounts

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

When using Social Accounts and Contacts for accounts, you can: Sign in to your social network accounts from any account detail page. Find your customers Facebook, LinkedIn, and Twitter profiles and link them to their account records, so you can view this information from account detail pages. Find YouTube videos related to your accounts and play them from account detail pages. See your accounts Klout information from account detail pages. Modify default search criteria if youre having trouble locating an accounts social information. Configure your Social Accounts and Contacts settings so the Social Accounts and Contacts viewer only shows the social networks that you want to use.

See Also:
Social Accounts, Contacts, and Leads Overview Enabling and Configuring Social Accounts and Contacts

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Signing in to Your Social Network Accounts from Account Detail Pages

Signing in to Your Social Network Accounts from Account Detail Pages

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To sign in to your social network accounts from business account detail pages: Read on accounts

To sign in to your social network accounts from person account Read on accounts and contacts detail pages:

To get started using Social Accounts and Contacts, you first need to sign in to your social network accounts from any account, contact, or lead detail page. This creates private connections between Salesforce and your social network accounts, allowing you to see external social profiles in Salesforce. These connections persist in future Salesforce sessions so you don't have to sign in to your social network accounts again unless you sign out in the Social Accounts and Contacts viewer. Note: You can see YouTube videos without doing these steps. The Klout service is only available when youre signed in to your Twitter account.. To sign in to your social network accounts from an account detail page: 1. On the Accounts home page or in an Accounts list view, click an accounts name to display the detail page. You can sign in from any account detail page that you have permission to read. 2. In the header on the detail page, click a social network icon ( ). 3. Click the Sign in button on the Social Accounts and Contacts viewer. 4. Enter your social network account credentials and authorize Salesforce to access your account. Your Salesforce account and social network account are now connected. Repeat these steps to create connections for your other social network accounts.

See Also:
Using Social Accounts Social Accounts, Contacts, and Leads Overview

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Viewing Your Accounts' Social Network Profiles

Viewing Your Accounts' Social Network Profiles

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To find and link social network profiles to business account records: To find and link social network profiles to person account records: To view an account's social network profiles: Edit on accounts Edit on accounts and contacts Read on accounts

Once you have signed in to your social network accounts from Salesforce, use Social Accounts and Contacts to find your customers' Facebook, LinkedIn, and Twitter profiles and link them to their account records. Then you can view this information directly from account detail pages in Salesforce. 1. On the Accounts home page or in an Accounts list view, click an accounts name to display the detail page. 2. In the header on the detail page, click a social network icon ( ). 3. If a social network profile isnt associated with the account yet, Salesforce automatically searches for profiles that match the account name on the account record. Click the correct profile in the search results displayed on the Social Accounts and Contacts viewer. Tip: If the default search doesn't find the correct profile, search again using different search terms.

The profile that you select is linked to the Salesforce record, so other Salesforce users who access the record can also view the profile. 4. View the social information that your account is sharing with you. Note: Depending on the accounts privacy settings, you may not see as much information as you would if logged directly into your social network account. 5. You can also: Click Show Photo in Salesforce to display the accounts profile picture on the account detail page. Click View Full Profile to see the accounts complete social network profile directly in the social network. Click Find Different Profile to change the social network profile that is linked to the account record. Click Sign Out to close the private connection between Salesforce and your social network account. When you do this, you're unable to see your accounts social network profiles until you sign in again.

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Viewing YouTube Videos about Your Accounts

Repeat these steps to find and view the accounts other social network profiles. You can use the tabs on the Social Accounts and Contacts viewer to easily switch between the different social networks.

See Also:
Using Social Accounts Viewing YouTube Videos about Your Accounts Viewing Your Accounts Klout Information Social Accounts, Contacts, and Leads Overview

Viewing YouTube Videos about Your Accounts

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To find and view YouTube videos related to accounts: Read on accounts

You can use Social Accounts and Contacts to find YouTube videos related to your accounts and play them from account detail pages in Salesforce. 1. On the Accounts home page or in an Accounts list view, click an accounts name to display the detail page. 2. In the header on the detail page, click the YouTube icon ( ). 3. In the YouTube search results, click the video that you want to watch. Tip: If the default search doesn't find videos for the correct company, search again using different search terms.

4. The YouTube player opens in the Social Accounts and Contacts viewer and the video begins playing.

See Also:
Using Social Accounts Viewing Your Accounts' Social Network Profiles Viewing Your Accounts Klout Information Social Accounts, Contacts, and Leads Overview

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Viewing Your Accounts Klout Information

Viewing Your Accounts Klout Information

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view an accounts Klout information: Read on accounts

You can use Social Accounts and Contacts to see your accounts Klout information, directly from account detail pages in Salesforce. Note: The Klout service is dependent on Twitteran administrator must enable Twitter in your organizations Social Accounts and Contacts settings and you must be signed in to your Twitter account. You dont need a Klout account, or have to be signed in to your Klout account, to see Klout information in Salesforce. Before Klout information is available for an account, you or someone else in your organization needs to associate a Twitter profile with the account record. To see Klout information for an account: 1. On the Accounts home page or in an Accounts list view, click an accounts name to display the detail page. 2. In the header on the detail page, click the Klout icon ( ). 3. View the accounts Klout information.

See Also:
Using Social Accounts Viewing Your Accounts' Social Network Profiles Viewing YouTube Videos about Your Accounts Social Accounts, Contacts, and Leads Overview

Tips for Finding Your Accounts' Social Information

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

When you want to associate a social network profile with an accounteither for the first time or if youre switching to a different profile using the Find Different Profile buttonthe Social Accounts and Contacts feature uses the Account Name field on the account record as the default search criteria. The default search criteria is also used when you want to find YouTube videos related to an account.

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Configuring Your Social Accounts and Contacts Settings

Here are some tips if youre having trouble finding an accounts social information. If the default search can't locate your accounts social network profile or YouTube videos related to the account, enter different keywords in the search box on the Social Accounts and Contacts viewer and click Search. For business accounts, the account name on the Salesforce record may not exactly match the company name used in their social network account or in YouTube video keyword tags. Try different variations of the account name, such as Universal Paper or Universal Paper, Incorporated instead of Universal Paper, Inc. Similarly for person accounts, the account name in Salesforce may differ from your person accounts social network user name or the persons name used in YouTube video keyword tags. Try different variations of the person accounts name; for example, search for Maddie Rigsby instead of Madison Rigsby.

If you still can't find the correct profile, your Salesforce account may not be active in any social networks or their privacy settings may be blocking you from finding their profile in a search. If your YouTube searches are still unsuccessful, the account may not be featured in any videos shared on YouTube.

See Also:
Using Social Accounts Social Accounts, Contacts, and Leads Overview

Configuring Your Social Accounts and Contacts Settings

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions Contacts available in: All Editions except Database.com Leads available in: Group, Professional, Enterprise, Unlimited, and Developer Editions

If the Social Accounts and Contacts feature is enabled for your organization, you can turn off social networks that you don't want to use. You can also turn off the Social Accounts and Contacts feature, if needed. 1. Click Your Name > Setup > My Social Accounts and Contacts > Settings. 2. Click Change your Social Accounts and Contacts settings. 3. Customize Social Accounts and Contacts so it works the way you want it to. Select the social networks that you want to use. Deselect any of the services that you don't want to use. Deselect Use Social Accounts and Contacts to turn off the Social Accounts and Contacts feature entirely. Select this checkbox to turn the feature back on if you change your mind.

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Finding Account-Related Information (Related Lists)

4. Click Save.

See Also:
Social Accounts, Contacts, and Leads Overview Security and Privacy When Using Social Accounts and Contacts Using Social Accounts Social Accounts, Contacts, and Leads Overview Security and Privacy When Using Social Accounts and Contacts Using Social Contacts Social Accounts, Contacts, and Leads Overview Security and Privacy When Using Social Accounts and Contacts Using Social Leads

Finding Account-Related Information (Related Lists)

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view accounts: To edit business accounts: To edit person accounts: To enable partner accounts: To disable partner accounts: Read on accounts Edit on accounts Edit on accounts and contacts Manage Partners Edit on accounts AND Manage Partners To disable Customer Portal accounts: Edit on accounts AND Edit Self-Service Users

Related lists, such as opportunities, display information related to an account. Hover over the links at the top of a detail page to display the corresponding related list and its records. If Chatter is enabled, hover links display below the feed. An interactive overlay allows you to quickly view and manage the related list items. Click a hover link to jump to the content of the related list. If hover links are not enabled, contact your Salesforce administrator.

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Viewing Account Updates (Chatter)

If hover details are enabled, hover over any lookup field on the detail page to view key information about a record before clicking into that record's detail page. To directly add new items, click New (or the equivalent button) at the top of a related list. For example, to add a task to the Open Activities related list, click New Task. To change the number of records shown for related lists, click View More below a related list, or click fewer or more at the bottom of the page. If you are unable to see related records that belong to portal users, ask your Salesforce administrator to add you to the portal share groups with access to the portal users' data.

Viewing Related Lists

The related lists you see are determined by your: Personal customization Administrator's page layout customizations Permissions to view related data

The kind of account you are viewinga business account or a person accountalso determines the related lists that can be viewed.

Viewing Account Updates (Chatter)

Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Display a Chatter feed of updates, comments, and posts about the account. Note: If Chatter isn't enabled, contact your administrator.

Show or hide Chatter feeds using the Show Feed and Hide Feed links at the top of a feed. To view a single feed update, click the timestamp below the update, for example, Yesterday at 12:57 AM. To view the full feed, above the post, click All Updates.

Following Accounts
When you follow an account, your Chatter feed includes field changes and account feed updates. To follow an account, click Follow. To stop following, click Following . The Followers list shows you who is following the account. To view a full list, click Show All. To automatically follow records you create, go to Your Name > Setup > My Chatter Settings > My Feeds and select Automatically follow records I create. When you create person accounts, you can only auto-follow the account fields, not the contact fields.

See Also:
Chatter Overview Using Chatter Feeds

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Changing the Territories of an Account

Changing the Territories of an Account

Available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To change the territories of an account: Manage Territories OR You are a forecast manager, Forecast managers can manage territories is selected, and you are working below your position in the territory hierarchy.

To modify an account's manually assigned territories: 1. From the account detail page, click Change next to the Territories field. 2. At the Rule-based territory assignments list, view the territories that contain the account due to active account assignment rules. You cannot use this page to remove the account from these territories; to do so you must modify the account assignment rules that evaluated the account. For more information, see Managing Account Assignment Rules on page 2790. 3. If the account has existing manual assignments to one or more territories, the names of those territories will appear in the Selected territories list. 4. Click Select and Deselect to move territories between the Available territories list and the Selected territories list. 5. Optionally, click Horizontal View or Vertical View in the drop-down list to place the Selected territories list either alongside or below the Available territories list. 6. When the Selected territories list contains the territories to which the account should be manually assigned, click Save to finish and return to the account detail page.

See Also:
Using Accounts Territory Management Overview Manually Assigning Accounts to Territories

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Account History

Account History
Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view accounts: Read on accounts

The Account History related list of an account detail page tracks the changes to the account. Any time a user modifies any of the standard or custom fields whose history is set to be tracked on the account, a new entry is added to the Account History related list. For person accounts, this includes any relevant contact fields that are set to be tracked. All entries include the date, time, nature of the change, and who made the change. Modifications to the related lists on the account are not tracked in the account history. For information about setting up which fields are tracked, see Tracking Field History for Standard Objects on page 1120.

Creating Accounts
Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view accounts: To create business accounts: To create person accounts Read on accounts Create on accounts Create on accounts and contacts

1. Select Account from the Create New drop-down list in the sidebar, or click New next to Recent Accounts on the accounts home page. If your organization has enabled person accounts, you must first specify whether the record type is a business account or person account. 2. Enter the information for the account. To specify that a business account is a subsidiary of another business account, fill in the Parent Account field. You can then view a hierarchy of account relationships. The Parent Account field isnt available for person accounts. Use the Account Site field to designate different locations of the same company. For example, Acme.com may have offices in Paris and London. Create two accounts, both called Acme.com, but with Account Site values of Paris and London, respectively.

3. Click Save when you are finished, or click Save & New to save the current account and add another.

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Account Fields

When creating a new account, consider that: If Quick Create has been enabled by your administrator, you can add a new account from the Quick Create area in the sidebar on the accounts home page. If your organization uses person accounts and your default record type for the Accounts tab is a person account record type, then the Quick Create fields include First Name and Last Name instead of Account Name. Validation rules don't apply if you create new records for an object with Quick Create. Enterprise, Unlimited, and Developer Edition organizations can activate record types and ask you to choose a Record Type when creating an account. This determines the picklist values available when creating and editing a record. If your organization uses divisions, the division of a new account is automatically set to your default division, unless you manually select a different one. If your organization uses territory management, account assignment rules can automatically assign newly created accounts to territories. See Territory Management Overview on page 2773.

See Also:
Account Fields Sharing Accounts Viewing Parent Accounts Accounts Home What is a Person Account?

Account Fields
Business Account Fields
The available business account fields vary according to which Salesforce Edition you have. Person accounts available in: Enterprise, Unlimited, and Developer Editions The available person account fields vary according to which Salesforce Edition you have.

A business account has the following fields, listed in alphabetical order. Depending on your page layout and field-level security settings, some fields may not be visible or editable. (Field-level security is available in Enterprise, Unlimited, and Developer Editions only.) If the account record was added from Data.com, certain fields, as identified here, will be populated with the Data.com or Dun & Bradstreet (D&B) value, if a value is available. Some Data.com fields are available only to organizations that use Data.com Corporate or Data.com Premium. Those fields are identified in their descriptions. Note: Administrators can customize the display labels of standard fields.

Field
Account Currency

Description The default currency for all currency amount fields in the account. Amounts display in the account currency and are also converted to the users personal

Allows Value from Data.com or D&B

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Account Fields

Field

Description currency. Available only for organizations that use multiple currencies.

Allows Value from Data.com or D&B

Account Division

Division to which the account belongs. Records related to the account, such as contacts and opportunities, automatically inherit the accounts division. Available only in organizations that use divisions to segment their data. Name of company. Up to 255 characters are allowed in this field. The name of the account translated into the local language. Tracking or reference number for account. Up to 40 characters are allowed in this field. Assigned owner of account. Not available in Personal Edition. Name of the field that determines what picklist values are available for the record. Available in Enterprise, Unlimited, and Developer Editions. Information about the accounts location, such as single location, Headquarters, or Branch. Up to 80 characters are allowed in this field. The source of the account record. For example, Advertisement, Data.com, or Trade Show. The source is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters. Amount of annual reported revenue. Note: If you clean your account records with the Data.com Corporate or Premium product or Data.com Clean, Data.com converts non-USD currencies to USD every month, which may cause the values in this field to change. For organizations that use non-USD currencies, we ignore the Annual Revenue field (D&B) (D&B)

Account Name Account Name (Local) Account Number

Account Owner Account Record Type

Account Site

Account Source

(Data.com)

Annual Revenue

(D&B)

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Account Fields

Field

Description when determining a records clean status (so the Clean Status fields value does not change). We also remove the value from the Annual Revenue field on account records and the clean comparison page.

Allows Value from Data.com or D&B

Billing Street Billing City Billing State/Province

Street address used for billing. Up to 255 characters are allowed in this field. City portion of billing address. Up to 40 characters are allowed in this field. State or province portion of billing address. Up to 20 characters are allowed in this field. Zip or postal code portion of billing address. Up to 20 characters are allowed in this field. Country portion of billing address. Up to 40 characters are allowed in this field. Indicates the records clean status as compared with Data.com. Values are: Not Compared, In Sync, Reviewed, Different, Not Found, or Inactive. Note: If you clean your account records with the Data.com Corporate or Premium product or Data.com Clean, Data.com converts non-USD currencies to USD every month, which may cause the values in the Annual Revenue field to change. For organizations that use non-USD currencies, we ignore the Annual Revenue field when determining a records clean status (so the Clean Status fields value does not change).

(D&B) (D&B) (D&B)

Billing Zip/Postal Code

(D&B)

Billing Country Clean Status

(D&B) (Data.com)

Created By Data.com Key

User who created the account, including creation date and time. (Read only) The ID of the company in Data.com When Salesforce records are compared (Data.com)

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Account Fields

Field

Description with Data.com records (via either manual cleaning or automated clean jobs), if Data.com finds a match, the two records are linked by this fields numeric value.

Allows Value from Data.com or D&B

D&B Company

A link to the corresponding D&B Company record, which displays Dun & Bradstreet (D&B) fields for the account. Use the lookup if you need to associate a different D&B Company record with the account. This field is only available to organizations that use Data.com Premium. Description of account. Up to 32 KB of data are allowed in this field. Only the first 255 characters display in reports. The Data Universal Numbering System (D-U-N-S) number is a unique, nine-digit number assigned to every business location in the D&B database that has a unique, separate, and distinct operation. D-U-N-S numbers are used by industries and organizations around the world as a global standard for business identification and tracking. This field is only available to organizations that use Data.com Corporate or Data.com Premium. Note: To see the entire D-U-N-S number, either Add the account to Salesforce if you havent yet, or Clean the account with Data.com if it already exists in Salesforce

(D&B)

Description

(D&B)

D-U-N-S Number

(D&B)

Until you add or clean the record, its first five digits will be masked with asterisks (*). Number of people employed by the account.

Employees

(D&B)

Evaluate this account against When checked, causes account assignment rules to run when the territory rules on save

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Account Fields

Field

Description account is edited and saved. When customizing the page layout for accounts, an administrator can control whether this checkbox displays and whether it is checked by default. See Territory Management Overview on page 2773.

Allows Value from Data.com or D&B

Exclude from territory assignment rules

When checked, shields the account from being evaluated when account assignment rules are run, preventing it from being automatically assigned to territories. Also, if the account is already assigned to territories as a result of assignment rules, checking this box removes the account from those territories. This checkbox only affects rule-based account assignments and has no effect on manual account assignments. See Territory Management Overview on page 2773. Fax number. Up to 40 characters are allowed in this field. Primary business of account. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters. User who last changed the account fields, including modification date and time. This does not track changes made to any of the related list items on the account. (Read only) The six-digit North American Industry Classification System (NAICS) code is the standard used by business and government to classify business establishments into 20 industries, according to their economic activity for the purpose of collecting, analyzing, and publishing statistical data related to the U.S. business economy. This field is only available to organizations that use Data.com Corporate or Data.com Premium. A brief description of an organizations line of business, based on its NAICS code. This field is only available to (D&B) (D&B) (Data.com

Fax Industry

Modified By

NAICS Code

NAICS Description

(D&B)

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Account Fields

Field

Description organizations that use Data.com Corporate or Data.com Premium.

Allows Value from Data.com or D&B

Ownership

Ownership of company, for example, public or private. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters. Parent company for companies that are subsidiaries of a larger company or organization. The parent account must be an existing account in Salesforce. You can enter the account name, or select (or optionally, create) the account using the lookup icon. Read-only field that indicates whether an account is a partner account. Primary phone number of account. Up to 40 characters are allowed in this field. Categorization of how you rate this account, for example, Hot, Cold. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters. Primary mailing or shipping street address of account. Up to 255 characters are allowed in this field. City portion of primary mailing or shipping address. Up to 40 characters are allowed in this field. State or province portion of primary mailing or shipping address. Up to 20 characters are allowed in this field. Zip or postal code portion of primary mailing or shipping address. Up to 20 characters are allowed in this field. Country portion of primary mailing or shipping address. Up to 40 characters are allowed in this field. Standard Industrial Classification code of the accounts main business categorization. Up to 10 characters are allowed in this field.

(D&B)

Parent Account

Partner Account Phone Rating

(D&B)

Shipping Street

Shipping City

Shipping State/Province

Shipping Zip/Postal Code

Shipping Country

SIC Code

(D&B)

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Account Fields

Field
SIC Description Territories

Description A brief description of an organizations line of business, based on its SIC code. The territories to which the account has been assigned. See Territory Management Overview on page 2773. The abbreviation used to identify publicly traded shares of a particular stock. Also known as the stock symbol. Up to 20 characters are allowed in this field. A name, different from its legal name, that an organization may use for conducting business. Similar to Doing business as or DBA. This field is only available to organizations that use Data.com Corporate or Data.com Premium. Type of account, for example, Customer, Competitor, or Partner. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters. Listing of custom links for accounts as set up by your administrator. URL of accounts website, for example, www.acme.com. Up to 255 characters are allowed in this field; only the first 50 are displayed. The date when an organization was legally established.This field is only available to organizations that use Data.com Corporate or Data.com Premium.

Allows Value from Data.com or D&B (D&B)

Ticker Symbol

(D&B)

Tradestyle

(D&B)

Type

Custom Links Website

(Data.com)

Year Started

(D&B)

Person Account Fields

A person account has the following standard fields, listed in alphabetical order. Depending on your page layout and field-level security settings, some fields may not be visible or editable. (Field-level security is available in Enterprise, Unlimited, and Developer Editions only.) Fields with an X in the Is Contact Field column are contact fields that are supported for person accounts but not business accounts. Note that this list does not include any custom fields that your administrator may have created. Both account and contact custom fields are available for person accounts.

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Account Fields

Field
Account Currency

Description The default currency for all currency amount fields in the account. Amounts display in the account currency and are also converted to the users personal currency. Available only for organizations that use multiple currencies. Division to which the account belongs. Records related to the account, such as contacts and opportunities, automatically inherit the accounts division. Available only in organizations that use divisions to segment their data. The name of the individual. In person accounts, the account name cannot be edited directly. Instead, Salesforce derives it by combining the First Name and Last Name fields in the appropriate order per the user's language setting. The name of the account translated into the local language. Tracking or reference number for account. Up to 40 characters are allowed in this field. Assigned owner of account. Not available in Personal Edition. Name of the field that determines what picklist values are available for the record. Available in Enterprise, Unlimited, and Developer Editions. Information about the accounts location, such as single location, Headquarters, or Branch. Up to 80 characters are allowed in this field. Amount of annual reported revenue. Name of assistant. Up to 40 characters are allowed in this field. Assistants phone number. Up to 40 characters are allowed in this field. City portion of billing address. Up to 40 characters are allowed in this field. Country portion of billing address. Up to 40 characters are allowed in this field.

Is Contact Field

Account Division

Account Name

Account Name (Local) Account Number

Account Owner Account Record Type

Account Site

Annual Revenue Assistant Asst. Phone Billing City Billing Country

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Account Fields

Field
Billing State/Province

Description State or province portion of billing address. Up to 20 characters are allowed in this field. Street address used for billing. Up to 255 characters are allowed in this field. Zip or postal code portion of billing address. Up to 20 characters are allowed in this field. Birthday. You can enter a date, or choose a date from the calendar that displays when you put your cursor in the field. User who created the account, including creation date and time. (Read only) Listing of custom links for accounts as set up by your administrator. Associated business or organizational unit. Up to 80 characters are allowed in this field. Description of account. Up to 32 KB of data are allowed in this field. Only the first 255 characters display in reports. Indicates that the contact does not want to be contacted by phone. If you use Data.com, the Phone field value will be masked out in search results and on the Contact Card, and it will be blank in .csv files created when you export records. Email address. Must be a valid email address in the form: [email protected]. Up to 80 characters are allowed in this field. Indicates that the contact does not want to receive email. If you use Data.com, the Email field value will be masked out in search results and on the Contact Card, and it will be blank in .csv files created when you export records. Number of people employed by the account.

Is Contact Field

Billing Street Billing Zip/Postal Code

Birthdate

Created By Custom Links Department

Description

Do Not Call

Email

Email Opt Out

Employees

Evaluate this account against When checked, causes account assignment rules to run when the account territory rules on save

is edited and saved. When customizing the page layout for accounts, an

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Account Fields

Field

Description administrator can control whether this checkbox displays and whether it is checked by default. See Territory Management Overview on page 2773.

Is Contact Field

Exclude from territory assignment rules

When checked, shields the account from being evaluated when account assignment rules are run, preventing it from being automatically assigned to territories. Also, if the account is already assigned to territories as a result of assignment rules, checking this box removes the account from those territories. This checkbox only affects rule-based account assignments and has no effect on manual account assignments. See Territory Management Overview on page 2773. Fax number. Up to 40 characters are allowed in this field. Indicates if the person has requested not to be included in broadcast faxes. The first or given name of the individual. Up to 40 characters are allowed in this field. Persons home phone number. Up to 40 characters are allowed in this field. Primary business of account. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters. The surname or family name of the individual. Up to 80 characters are allowed in this field. The date that the most recent Stay-in-Touch request was sent. The date that the most recent Stay-in-Touch request was returned and merged. Record source, for example, Advertisement, Partner, or Web. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters.

Fax Fax Opt Out First Name

Home Phone Industry

Last Name

Last Stay-in-Touch Request Date Last Stay-in-Touch Save Date

Lead Source

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Accounts

Account Fields

Field
Mailing City Mailing Country Mailing State/Province

Description City portion of mailing address. Up to 40 characters are allowed in this field. Country portion of mailing address. Up to 40 characters are allowed in this field. State or province portion of mailing address. Up to 20 characters are allowed in this field. Street mailing address. Up to 255 characters are allowed in this field. Zip or postal code portion of mailing address. Up to 20 characters are allowed in this field. Cellular or mobile phone number. Up to 40 characters are allowed in this field. User who last changed the account fields, including modification date and time. This does not track changes made to any of the related list items on the account. (Read only) City portion of additional address. Up to 40 characters are allowed in this field. Country portion of additional address. Up to 40 characters are allowed in this field. Additional phone number listing. Up to 40 characters are allowed in this field. State or province portion of additional address. Up to 20 characters are allowed in this field. Street address portion of additional address. Up to 255 characters are allowed in this field. Zip or postal code portion of additional address. Up to 20 characters are allowed in this field. Ownership of company, for example, public or private. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters. Primary phone number of account. Up to 40 characters are allowed in this field.

Is Contact Field

Mailing Street Mailing Zip/Postal Code

Mobile Modified By

Other City Other Country

Other Phone Other State/Province

Other Street

Other Zip/Postal Code

Ownership

Phone

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Account Fields

Field
Rating

Description Categorization of how you rate this account, for example, Hot, Cold. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters. Title for addressing the person, for example, Mr., Ms., Dr., or Prof. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters. City portion of primary mailing or shipping address. Up to 40 characters are allowed in this field. Country portion of primary mailing or shipping address. Up to 40 characters are allowed in this field. State or province portion of primary mailing or shipping address. Up to 20 characters are allowed in this field. Primary mailing or shipping street address of account. Up to 255 characters are allowed in this field. Zip or postal code portion of primary mailing or shipping address. Up to 20 characters are allowed in this field. Standard Industrial Classification code of the accounts main business categorization. Up to 10 characters are allowed in this field. The territories to which the account has been assigned. See Territory Management Overview on page 2773. The abbreviation used to identify publicly traded shares of a particular stock. Also known as the stock symbol. Up to 20 characters are allowed in this field. Person's position within his or her organization. Up to 80 characters are allowed in this field. Type of account, for example, Customer, Competitor, or Partner. Entry is selected from a picklist of available values, which

Is Contact Field

Salutation

Shipping City

Shipping Country

Shipping State/Province

Shipping Street

Shipping Zip/Postal Code

SIC Code

Territories

Ticker Symbol

Title

Type

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Accounts

Viewing Parent Accounts

Field

Description are set by an administrator. Each picklist value can have up to 40 characters.

Is Contact Field

Website

URL of accounts website, for example, www.acme.com. Up to 255 characters are allowed in this field; only the first 50 are displayed.

See Also:
Data.com Product Suite Overview

Viewing Parent Accounts

Available in: All Editions except Database.com

User Permissions Needed To view accounts: To view parent accounts: Read on accounts Read on accounts

The account hierarchy shows you the accounts that are associated through the Parent Account field, giving you a global view of a company and its subsidiaries. In the hierarchy, accounts are indented to show that they are subsidiaries of the parent account above them. To view the account hierarchy, click View Hierarchy next to the account name on the account detail page. The Account Hierarchy page displays up to 500 child accounts. If you dont have access to certain accounts that appear on the Account Hierarchy page, the columns for those accounts wont display details. To list an account as a subsidiary, edit the subsidiary account and type the name of an existing account in the Parent Account field. Alternatively, you can click the lookup icon to search for (or optionally, create) a parent account.

The parent account must be an existing account before it can be entered and saved in this field. For companies with multiple office locations, you can also use the Account Site field to distinguish among the locations. If your organization uses divisions, accounts that are associated via the Parent Account field do not need to be in the same division. The Parent Account field and the View Hierarchy link are not supported for person accounts.

See Also:
Using Accounts Creating Accounts What is a Person Account?

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Sharing Accounts

Sharing Accounts
Available in: Professional, Enterprise, Unlimited, and Developer Editions

Your administrator defines your organization's sharing model as well as your organization's default account access levels for territories. However, you can extend sharing privileges for your own data on an account-by-account basis. You can use account sharing to increase access to your accounts; you cannot restrict access beyond your organizations default access levels. To view and manage sharing details, click Sharing on the account detail page. The Sharing Detail page lists the users, groups, roles, and territories that have sharing access to the account. On this page, you can do any of the following: To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit. Click Add to grant access to the record for other users, groups, roles, or territories. Note: When you share an account, Salesforce prompts you to share any related contacts, opportunities, or cases, up to and including your access level. Enterprise, Unlimited, and Developer Edition users can also share related records from the record detail pages. Ensure users have at least Read permission on shared records. Alternatively, you can share account access by creating an account team. Click Expand List to view all users that have access to the record. For manual sharing rules that you created, click Edit or Del next to an item in the list to edit or delete the access level. For accounts, you can also edit the Owner sharing rule.

See Also:
Granting Access to Records Viewing Which Users Have Access Territory Management Overview Sharing Opportunities Sharing Contacts Sharing Cases Account Teams Overview

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Accounts

Granting Access to Records

Granting Access to Records

Sharing for accounts and contacts is available in: Professional, Enterprise, Unlimited, and Developer Editions Sharing for campaigns, cases, custom object records, leads, and opportunities is available in Enterprise, Unlimited, and Developer Editions Sharing for custom objects is available in Database.com

Users can manually grant access to certain types of records. In some cases, granting access includes access to all associated records. For example, if you grant another user access to your account, the user will automatically have access to all the opportunities and cases associated with that account. To grant sharing privileges for a record, you must be the record owner, any user granted Full Access, an administrator, or (provided your sharing settings control access through hierarchies) a user in a role above the owner in the hierarchy. Note: Users that gain access to data due to their position in hierarchies do so based on a setting in your organization-wide defaults. To grant access to a record: 1. Click Sharing on the record you want to share. 2. Click Add. 3. From the drop-down list, select the type of group, user, role, or territory to add. Your choices are: Type Public Groups Personal Groups Users Roles Roles and Subordinates Description All public groups defined by your administrator. All personal groups defined by the record owner. Only the record owner can share with his or her personal groups. All users in your organization. Does not include portal users. All roles defined for your organization. This includes all of the users in that role. This includes all of the users in the role plus all of the users in roles below that role. Only available when no portals are enabled for your organization. All roles defined for your organization. This includes all of the users in the specified role plus all of the users in roles below that role, excluding partner portal and Customer Portal roles. Adding a role and its subordinate roles, includes all of the users in that role plus all of the users in roles below that role. Only available when a partner or Customer Portal is enabled for your organization. Includes portal roles and users.

Roles and Internal Subordinates

Roles, Internal and Portal Subordinates

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Accounts

Granting Access to Records

Type Territories

Description All territories defined for your organization. This includes all users in that territory. This option is only available if your organization uses territory management. Includes all users in the territory plus the users below that territory. This option is only available if your organization uses territory management.

Territories and Subordinates

4. Choose the specific groups, users, roles, or territories who should have access by adding their names to the New Sharing list. 5. Choose the access level for the record you are sharing and any associated records that you own. The possible access levels are: Access Level Full Access Description User can view, edit, delete, and transfer the record. User can also extend sharing access to other users; however, the user cannot grant Full Access to other users. User can view and edit the record, and add associated records, notes, and attachments to it. User can view the record, and add associated records to it. They cannot edit the record or add notes or attachments. User cannot access the record in any way.

Read/Write Read Only Private

Note: When sharing an opportunity or case, users must also have at least read access to the associated account (unless you are sharing a case via a case team). If you also have privileges to share the account, users are automatically given read access to the account. If you do not have privileges to share the account, you must ask the account owner to give the users read access to it. Contact Access is not available when the organization-wide default for contacts is set to Controlled by Parent. For sharing rules that specify access for associated object records, the given access level applies to that sharing rule only. For example, if an account sharing rule specifies Private as the access level for associated contacts, a user may still have access to associated contacts via other means, such as organization-wide defaults, the Modify All Data or View All Data permission, or the Modify All or View All permission for contacts.

6. When sharing a forecast, select Submit Allowed to enable the user, group, or role to submit the forecast. 7. Select the reason for the share to allow users and administrators to understand the source of the sharing. For more information on sharing reasons, see Creating Apex Sharing Reasons on page 643. 8. Click Save.

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Accounts

Viewing Which Users Have Access

Editing or Deleting Record Access

To edit the access levels for a record, click Sharing on the record, and then click Edit next to the group, user, role, or territory whose access you want to modify. To delete the sharing access for a group, user, role, or territory, click Sharing on the record, and then click Del next to the group, user, role, or territory whose access you want to remove.

See Also:
Sharing Accounts Sharing Campaigns Sharing Cases Sharing Contacts Sharing Custom Object Records Sharing Leads Sharing Opportunities Viewing Which Users Have Access Case Teams Overview Controlling Access Using Hierarchies Manually Sharing a Forecast

Viewing Which Users Have Access

Available in: Professional, Enterprise, Unlimited, and Developer Editions

After you have granted access to a record you own, you can view a list of users who have access to the record and its related information. High-volume portal users and Customer Portal super users are excluded from this list. You can also see an explanation of each user's access. 1. Click Sharing on the desired record. 2. Click Expand List to view a detailed list of every user who has access that is greater than the organization-wide default settings. The list also shows each users access level for the record and any associated records. To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. The possible access levels are: Access Level Full Access Description User can view, edit, delete, and transfer the record. User can also extend sharing access to other users; however, the user cannot grant Full Access to other users. User can view and edit the record, and add associated records, notes, and attachments to it. User can view the record, and add associated records to it. They cannot edit the record or add notes or attachments.

Read/Write Read Only

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Accounts

Viewing Which Users Have Access

Access Level Private

Description User cannot access the record in any way.

Note: For sharing rules that specify access for associated object records, the given access level applies to that sharing rule only. For example, if an account sharing rule specifies Private as the access level for associated contacts, a user may still have access to associated contacts via other means, such as organization-wide defaults, the Modify All Data or View All Data permission, or the Modify All or View All permission for contacts. In addition, for forecast sharing, the list shows whether the user can submit a forecast (in forecasting versions where sharing is available). 3. Click Why? next to a users name to find out why the user has access to the record. If there are multiple reasons with different access levels, the user is always granted the most permissive access level. The possible reasons are: Reason Account Sharing Rule Account Sharing Account Team Account Territory Account Territory Rule Administrator Description The user has access via an account sharing rule created by the administrator. The user was granted access via the Sharing button on the associated account. The user is a member of the account team. The account has been assigned to a territory to which the user has access. The user has access via an account territory sharing rule created by the administrator. The user has the Modify All Data or View All Data administrative permission, or the Modify All or View All object permission. The portal user or any role above the portal user's role has access to the account for which the portal user is a contact. The user owns or has sharing access to a contact or contract associated with the account. Click the link to view which associated records the user owns or has been given sharing access to. The user is a member of a share group that has access to a contact or contract that's associated with the account owned by high-volume portal users. The user has access via a campaign sharing rule created by the administrator. The user has access via a case sharing rule created by the administrator.

Associated Portal User or Role Associated Record Owner or Sharing

Associated Record Sharing

Campaign Sharing Rule Case Sharing Rule

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Accounts

Viewing Which Users Have Access

Reason Contact Sharing Rule Delegated Forecast Manager

Description The user has access via a contact sharing rule created by the administrator. A user has access to forecast data that was granted via the Sharing button on the forecast (in forecasting versions where sharing is available). A user has access due to being a forecast manager in the forecast hierarchy. The user has access via a lead sharing rule created by the administrator. The user has a subordinate in the role hierarchy who is assigned to the territory with which the account is associated. The user has access that was granted via the Sharing button on the record. The account has been manually assigned to a territory to which the user has access. The user has access via an opportunity sharing rule created by the administrator. The user owns the record, or the user is a member of the queue that owns the record or above the queue member in the role hierarchy. The user is a member of a share group that has access to records owned by high-volume portal users. The portal user is a contact on the case. The user's role is above the role of a portal user who has access to the record via ownership or sharing. The user is a member of the opportunity sales team. The user has the View All Forecasts permission.

Forecast Manager Lead Sharing Rule Manager of Territory Member Manual Sharing Manual Territory Sharing Opportunity Sharing Rule Owner

Portal Share Group Related Portal User Role Above Owner or Shared User (Portal Only) Sales Team View All Forecasts Permission

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Accounts

Merging Duplicate Accounts

Note: Users that gain access to data due to their position in hierarchies do so based on a setting in your organization-wide defaults.

See Also:
Sharing Accounts Sharing Contacts Sharing Opportunities Sharing Cases Sharing Custom Object Records Setting Your Organization-Wide Sharing Defaults Controlling Access Using Hierarchies Sharing Records Owned by High-Volume Portal Users (Service Cloud Portal Users) to Salesforce Users Manually Sharing a Forecast

Merging Duplicate Accounts

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view accounts: To merge business accounts: To merge person accounts: Read on accounts Delete on accounts Delete on accounts AND Read on contacts

1. From the Accounts tab, click Merge Accounts in the Tools section. 2. Enter a search string to find the duplicate accounts. For example, you can enter acme* to find duplicate accounts listed as Acmes and Acme, Inc. Do not use the local name for the account. Then click Find Accounts. 3. Check the rows of up to three accounts you want to merge. Click Next. 4. Select one account as the Master Record. Any data in hidden or read-only fields will be taken from the Master Record. However, administrators, and users with the Edit Read Only Fields permission, can manually select which read-only fields to retain. Note that hidden fields are not displayed during the merge. 5. Select the fields that you want to retain from each record. When there is conflicting data, the fields in the left column are preselected and the row is marked in blue.

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Accounts

Merging Duplicate Accounts

6. Click the Merge button to complete the merge.

Tips on Merging Accounts

You can merge accounts if you are an administrator, the account owner, or a user above the account owner in the role hierarchy and you have the appropriate user permissions. When merging two accounts that you do not own, you must have Delete permissions on accounts and Edit permissions on opportunities and cases. You need Delete permissions on accounts because you are deleting one of the accounts when you perform an account merge. You need Edit permissions on opportunities and cases because changing the account name field (AccountID) edits any opportunities or cases that are associated with the accounts you are merging. Any related items from any of the duplicate accounts will be associated with the newly merged account. In Professional, Enterprise, Unlimited, and Developer Edition organizations, any sharing rules are applied to the newly merged account. Also, any manual sharing from the Master Record is applied to the merged account. When you merge accounts that are listed in the Parent Account field of other accounts, the newly merged account is linked only to the accounts of the selected Master Record. All discarded duplicate records are moved to the Recycle Bin. The newly merged account displays the Created By date from the oldest account you are merging, and shows the merge date as the Modified By date. If both accounts have different account teams, the merged account will contain members from both account teams. In organizations that use divisions, the merged account is assigned to the division of the Master Record, unless you select otherwise. When you merge accounts that have territories and the Exclude from account assignment rules box was deselected on both of the original accounts, account assignment rules will run on the new account to determine its territories. Also, any manually added territories on the original accounts will be manually added to the new account. When you merge accounts that have territories and the Exclude from account assignment rules box was checked on one or both of the original accounts: The newly merged account has all of the territories of the original accounts. Account assignment rules will not run on the newly merged account. If a territory was assigned to one of the original accounts based on account assignment rules, it will appear as having been assigned to the new account based on rules even if the new account does not match the rules. If a territory was manually assigned to one of the original accounts, it will be manually assigned to the new account. If a territory was added to one account manually and to the other account by rules, it will be manually added to the new account. When you merge accounts, you also merge the accounts' memberships in relationship groups. For more information, see Merging Accounts Associated with Relationship Groups on page 112.

Tips on Merging Person Accounts

If your organization uses person accounts, both business accounts and person accounts are returned when you search for duplicates. However, you cannot merge a person account with a business account or vice versa. Person accounts are indicated by the person account icon ( ). You can't merge person accounts enabled to use a Customer Portal.

Tips on Merging Accounts Associated with Portals

You must have the Manage Users permission to merge accounts associated with portals. You can merge accounts that have contacts associated with the same type of portal. For example, you can merge accounts that have contacts associated with a partner portal or Customer Portal, but you cannot merge an account that has contacts associated with a partner portal with an account that has contacts associated with a Customer Portal.

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Accounts

Merging Accounts Associated with Relationship Groups

When you merge accounts that have contacts associated with multiple portals of the same type, a contact's access to a specific portal does not change. This is because a portal user's profile determines the portal he or she can access. When merging a partner account with a non-partner account, the partner account must be the master. When merging partner accounts with a non-partner account, the owner cannot be changed. To ensure that merged accounts will include contacts associated with a portal, select the account with portal users as the master record during the merge process.

See Also:
Merging Duplicate Contacts What is a Person Account? Creating Partner Accounts

Merging Accounts Associated with Relationship Groups

Available in: Salesforce for Wealth Management

User Permissions Needed To merge business accounts: To merge person accounts: Delete on accounts Delete on accounts, Read on contacts

When working with wealth management accounts (clients), you can merge up to three duplicate accounts at a time. For example, if the accounts Joe Bannon all represent the same client and need to be merged, you can use the Merge Accounts tool to consolidate those records into one. When you merge accounts, you also merge the accounts' memberships in relationship groups. Note that merging results in a single account, and an account cannot exist more than once in the same relationship group. Review the following considerations before merging accounts that are members of relationship groups: The account you select as the master record retains its original relationship group memberships. For example, if the master record Joseph Bannon was a member of the Bannon Family and Bannon Law Firm relationship groups, it remains a member of those relationship groups. The master record replaces the non-master records in all other relationship groups involved in the merge. For example, if the non-master record Joe Bannon was a member of Bannon Trust Beneficiaries, the master record is transferred Joe Bannon's membership in Bannon Trust Beneficiaries. If there is a relationship group to which the master record did not originally belong but the multiple non-master records belong, the master record is transferred the membership of the non-master account that had higher priority (primary versus secondary) or the account whose member record was most recently modified in the relationship group. For example, if the non-master records JR Bannon and Joe Bannon both were members of Acme LLP and JR Bannon was primary, then the master record is transferred JR Bannon's membership in Acme LLP. Alternatively, if neither JR Bannon or Joe Bannon

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Adding Translated Names

were primary or secondary but JR Bannon's member record in the relationship group was modified more recently, then the master record would be transferred JR Bannon's membership in Acme LLP.

See Also:
Merging Duplicate Accounts Removing Members from Relationship Group Members

Adding Translated Names

Available in: Professional, Enterprise, Unlimited, and Developer Editions

A local name stores a translated value for a corresponding account, contact, or lead field. For example, you can store the name of an account in the default language of your organization as well as the accounts or users language. The following fields can have corresponding local names: Standard Field Account Name Contact: First Name Contact: Last Name Lead: Company Lead: First Name Lead: Last Name Local Name Field Account Name (Local) Contact: First Name (Local) Contact: Last Name (Local) Lead: Company Name (Local) Lead: First Name (Local) Lead: Last Name (Local)

Local names do not affect the users language settings. Depending on your page layout settings, they can both be displayed on the detail or edit page. To enable the ability to use local names, your administrator must first contact salesforce.com and then add the corresponding local name fields to your page layout settings.

See Also:
Managing Page Layouts

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Accounts

Deleting Accounts

Deleting Accounts
Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view accounts: To delete accounts: Read on accounts Delete on accounts

To delete an account, click Del next to the account on the accounts list page, or click Delete on the account detail page. When you delete an account it's moved to the Recycle Bin along with any of these related items: Contacts Opportunities Contracts (if they're not activated) Activities Notes Attachments Portal roles and groups (if all portal users in the account are disabled) Partner relationships Relationship group members

If you undelete an account, any related items are also restored except for: Relationship group members in some cases. See Removing Members from Relationship Group Members on page 2828. Portal roles and groups. See Using Accounts on page 79.

You can't delete an account if it has been enabled as a partner account, has associated cases, activated contracts, related opportunities that are owned by other users, or associated contacts are enabled for the Self-Service portal. In addition, if you attempt to delete an account that has closed/won opportunities owned by you, a message displays asking you whether you want to delete the closed/won opportunities along with the account or to cancel the account deletion. Note: You can delete an account if you are an administrator, the account owner, or a user above the account owner in the organization role hierarchy, and if you have the appropriate user permission. You do not need the Delete permission on any associated records that are included in the deletion.

See Also:
Recycle Bin Deleting Mass Data Merging Duplicate Accounts What is a Person Account?

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Accounts

Searching for Accounts

Searching for Accounts

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view accounts: Read on accounts

1. Enter your search terms in the sidebar or header search box. If you're using the sidebar, click Advanced Search... to find matches in additional fields. 2. Click Search. If you're using local account names, search finds matches for standard or local account names. 3. From the search results, click an item to open it or click Edit, if available. You can also create an account list view to find accounts that match specific criteria.

See Also:
Search Overview What is a Person Account?

Changing Ownership
Available in: Contact Manager, Group, Professional, Enterprise Unlimited, and Developer Editions

User Permissions Needed To transfer single records: Transfer Record

Before transferring a record to a new owner, make sure the new owner has at least Read permission on the object. 1. In the object detail page, click Change next to the Owner field. If you dont see the Change link, you dont have permissions to change record ownership. 2. Enter or select a new owner. In organizations where the Salesforce Customer Portal or partner portal is enabled, you can filter the results that appear on the user lookup dialog by selecting either a queue or group of users from the Owner or Assigned To drop-down list. Note: Only users you are able to transfer ownership to are visible. Neither the User group nor the Roles and Internal Subordinates group contains Customer Portal or partner users.

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Accounts

Changing Ownership

3. Select the Send Notification Email checkbox to notify the new owner. The From email address displayed in the notification is your return email address as set in the Email Address field of your email settings. For cases in Professional, Enterprise, Unlimited, and Developer Edition organizations, the email text is determined by the Case Assigned Template setting specified in the Support Settings. For other records, the email text is automatically generated and cannot be customized. 4. Depending on the type of object you are transferring and your user permissions, the following checkboxes may also appear: Checkbox
Change Division

Description

Appears For

Transfers the record to the new owner's division. All records Accounts and leads, if you related to the account are transferred to the new division as can view or edit the well. Division field

Transfer open Transfers open opportunities owned by other users that are Accounts opportunities not associated with the account. owned by the existing account owner Transfer closed opportunities

Transfers the closed opportunities associated with the account. This option applies only to closed opportunities owned by the account owner; closed opportunities owned by other users are not changed.

Accounts

Transfer open cases Transfers any open cases associated with the account that owned by the existing are owned by the existing account owner. account owner

Accounts

Transfer closed cases Transfers the closed cases associated with the account. This Accounts

option applies only to closed cases owned by the account owner; closed cases owned by other users are not changed.
Keep Account Team

Transfers all account team members on the account to the Accounts new owner. Opportunities transferred to the new owner. If this box is unchecked, all opportunity team members are deleted when the opportunity is transferred to the new owner. Note: If you transfer closed opportunities, the opportunity team is maintained, regardless of this setting.

Keep Opportunity Team Preserves the opportunity team when the opportunity is

Note: If you change an account owner with both Transfer closed opportunities and Keep Opportunity Team deselected, the opportunity team members' access for closed opportunities becomes Private (that is, the opportunity team members lose access to any closed opportunities). 5. Click Save to finish.

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Transfer of Associated Items

After you change a record's owner, the previous owner's visibility reverts to the default sharing setting unless that user is on an account or opportunity team. For example, if the previous owner of an account is on an account team, that user has Read Only or the access specified in your organization-wide default for accounts, whichever is greater. The previous owner's access to related records remain the same. This behavior is the same for opportunity owners that are members of an opportunity team as long as you change ownership using the API. When you change ownership of an opportunity within Salesforce, you can select the access level you want.

See Also:
Transferring Records Overview Mass Transferring Records Assigning Leads Assigning Cases Changing Document Authors Editing Email Settings Territory Management Overview

Transfer of Associated Items

Available in: Contact Manager, Group, Professional, Enterprise Unlimited, and Developer Editions

When you change record ownership, some associated items that are owned by the current record owner are also transferred to the new owner. Important: Workflow rules that update owners do not also transfer associated items. To ensure transfer, click Change next to the owners name in a record and make your transfer selections.

Record Type Accounts

Associated items that are also transferred Contacts, contracts with Draft status, attachments, notes, and open activities. Depending on your selections, this can also include open opportunities not owned by the current account owner, closed opportunities, open cases owned by the existing account owner, and closed cases. When a partner account is transferred, partner users associated with that account are moved into the role hierarchy beneath the new owner. Contracts with Activated status are not transferred to the new owner, however, the new owner has read-only access to these contracts.

Contacts Opportunities Leads Cases

Notes, attachments, and open activities Notes, attachments, and open activities Notes, attachments, and open activities. Open activities are not transferred if you change lead ownership using the Assign using active assignment rule checkbox. Notes, attachments, and open activities

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Changing the Record Type Field

Record Type Campaigns Contracts Custom objects

Associated items that are also transferred Attachments and open activities Notes, attachments, and open activities Notes, attachments, and open activities

Note: You can't transfer events to which you have been invited and don't own.

See Also:
Transferring Records Overview Changing Ownership

Changing the Record Type Field

Available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To change the record type for a record: Edit on the object

Record types determine the picklist values that are available when creating and editing a record. When creating a record, you can choose the record type if you have different record types available to your profile and you have not set your record type preferences to bypass the record type selection page. When editing existing records, you can change the record type from the record detail page. 1. Click Change next to the Record Type field on a record detail page. Note: For campaign members, click Change next to the Campaign Member Type field on a campaign detail page. You must have the Marketing User user permission to change the campaign member type. 2. 3. 4. 5. Select a record type. The available record types are listed at the bottom of the page. Click Continue. Make any changes to the record. Click Save. Note: Changes are not saved until you click Save; clicking Continue does not save the record. If your organization uses person accounts, your administrator has configured two different kinds of record types for your organization's accounts: one for business accounts, and another for person accounts. You can change an account's

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Activity Overview

record type only to another record type of the same kind. For example, you cannot change a person account record type to one designated for business accounts.

See Also:
Setting Record Type Preferences What is a Person Account?

ACTIVITIES
Activity Overview
Available in: All Editions except Database.com

Activities include tasks, calendar events, and requested meetings. You can define and track activities for many different objects, including campaigns, accounts, contacts, and leads. Activities display in related lists on associated records as well as on the Home tab. Note: Administrators can modify activity fields and control the page layouts for tasks and events.

See Also:
Accessing Activities Creating Activities Searching for Activities Activity Fields Shared Activities Overview

Accessing Activities
Available in: All Editions except Database.com

Important: If you use Shared Activities, you can view an activity if you have access to at least one of the contacts or a lead related to the activity as well as a Related To object.

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Accessing Activities

Viewing and editing tasks and events depends on a number of factors. Use the following table to determine who can access activities. To do this: View an activity You must: Be assigned to the activity, or Be above the user assigned to the activity in the role hierarchy, or Have at least read access to the record to which the activity is associated, or Have the View All object-level permission in the related record, where the sharing model for that record is Controlled By Parent (if Shared Activities is enabled, you need the View All object-level permission for at least one contact and the related record), or Have the View All Data permission Have the Edit Tasks and Edit Events permissions

Create an activity

AND Have at least read access to a record, if associating the activity with another record Have the Edit Tasks and Edit Events permissions

Edit an activity

AND Be assigned to the activity, or Be above the user assigned to the activity in the role hierarchy, or Have the Modify All object-level permission in the related record, where the sharing model for that record is Controlled By Parent (if Shared Activities is enabled, you need the Modify All object-level permission for at least one contact and the related record), or Have the Modify All Data permission Have the Edit Tasks and Edit Events permissions

Delete an activity

AND Be assigned to the activity, or Be above the user assigned to the activity in the role hierarchy, or Have the Modify All object-level permission in the related record, where the sharing model for that record is Controlled By Parent (if Shared Activities is enabled, you need the Modify All object-level permission for at least one contact and the related record), or Have the Modify All Data permission Have the Edit Tasks and Edit Events permissions to create and edit activities

View, add, and edit events on other users calendars

AND Have access to the users calendar, which depends on your organization-wide calendar sharing defaults and how the user has set up individual calendar sharing.

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Viewing Activities

To do this:

You must: See Setting the Sharing Model and Sharing Your Calendar. Note: Events marked as private via the Private checkbox are accessible only by the user assigned to the event. Other users cannot see the event details when viewing that users calendar. However, users with the View All Data or Modify All Data permission can see private event details in reports and searches, or when viewing other users calendars.

Tip: The user who is assigned to an activity in the Assigned To field is often referred to as the activity owner.

See Also:
Viewing Activities Editing Activities Deleting Activities Shared Activities Overview Activity Fields

Viewing Activities
Available in: All Editions except Database.com

Activities include tasks and calendar events. Activities can display in the following locations: Home Tab Many users go to the Home tab to view their tasks and events. See Using Your Tasks and Calendar on the Home Page on page 56. Activity Feed (Chatter) Display a Chatter feed of updates, comments, and posts about the activity. Open Activities and Activity History Related Lists You can also view, create, and update activities from the Open Activities and Activity History related lists of an associated record. These related lists show all activities associated with the record, including activities that are assigned to other users. See Using the Open Activities Related List on page 132 and Using the Activity History Related List on page 133. Activity List Views To display a list of activities for which you or your team is responsible for completing, click below the calendar on the Home tab or at the top of a calendar view. If your Home tab does not display the Calendar or My Tasks sections, contact your administrator to customize your home page layout.

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Viewing Activity Lists

See Viewing Activity Lists on page 122. Reminder Window The reminder window pops up to notify you of upcoming activities. See Using the Activity Reminder Window on page 135. Console Administrators of Professional, Enterprise, Unlimited, and Developer Edition organizations can set up the console to include activities. Click the Console tab to display the console, which allows you to find, view, and edit activities and their associated records on one screen. See Displaying the Console Tab on page 3497. See the following for details on viewing activities: Viewing Your Calendar Viewing Event Details Viewing Tasks

See Also:
Accessing Activities Creating Activities Editing Activities Deleting Activities Activity Fields Shared Activities Overview

Viewing Activity Lists

Available in: All Editions except Database.com

User Permissions Needed To view activities owned by you and users below you in the role hierarchy: To view all activities: No permissions needed View All Data

To display a list of activities for which you or your team is responsible for completing, click below the calendar on the Home tab or at the top of a calendar view. If your Home tab does not display the Calendar or My Tasks sections, contact your administrator to customize your home page layout. Click an activity to view the detail. Click Edit or Del next to an activity subject to edit or delete a task. Click New Task or New Event to create a new activity. To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view.

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Creating Activities

The following list views are provided by Salesforce: All Activities - Shows activities that you can view. In Personal Edition, the All Activities list view shows all of your activities. My Activities - Shows activities that you own. My Delegated Activities - Shows activities that you created but are owned by someone else. Note: Inviting other Salesforce users to an event or task is like delegating that activity to those users. So the My Delegated Activities list view also shows activities for all invited users even if you still own that activity. In the list view, the invited user appears as the person assigned to the activity but the activity's detail page shows you as the assignee. My Team's Activities - Shows activities owned by users who report to you in the role hierarchy. For your convenience, your team's activities are converted to your time zone. To edit or delete any view you created, select it from the View drop-down list and click Edit. Archived activities are not included in activity list views. See Using the Activity History Related List for details on which activities are archived.

Sorting List Views

Click any column heading to sort in ascending or descending order using that columns information. At the top of the list, click a letter to display the contents of the sorted column that begin with that character.

See Also:
Viewing Activities Using Your Tasks and Calendar on the Home Page Working with Enhanced Lists Printing List Views Viewing Your Calendar Customizing User Interface Settings Using Inline Editing in Lists

Creating Activities
Available in: All Editions except Database.com

User Permissions Needed To create tasks: To create events: Edit Tasks Edit Events

You can create new activity records (tasks and events) from the following locations.

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Creating Activities

In the sidebar In the sidebar, select Task or Event from the Create New drop-down list. On the home page On the Home tab, click New in the My Tasks section or New Event in the Calendar section. On the detail page of an associated record On the detail page of an associated record, click New Task, New Event, or New Meeting Request on the Open Activities related list. In addition, you can click Log a Call on the Activity History related list to add a new task record with a completed status. When you create a new activity from a record detail page, the record becomes the related record on the new activity. When you create a new meeting request or a new event from a contact or lead detail page, the contact or lead becomes both the related record and an invitee on the meeting or event. On a calendar view On a calendar view, click New Event to add a new event. In addition: On day views you can click New in the My Tasks section to add a new task. On day views you can click a time such as 9:00 AM to add an event at that time. On day and week views, you can double-click a time slot to create a new event. Your administrator controls the availability of this feature. Note that recurring events and multi-person events are not supported for click-and-create events on calendar views. On week and month views you can click the Add Event icon ( ) to add an event on a particular date.

On an activity list view On an activity list view, click New Task or New Event to create a new activity. To display an activity list view, click below the calendar on the Home tab or at the top of a calendar view. On account, contact, and lead list views On account, contact, and lead list views, click the Open Calendar link at the bottom of the page to display a weekly view of a calendar underneath the list. Then, you can drag a record from the list to a time slot on the calendar to quickly create an event associated with the record. Note that your administrator controls the availability of this feature. For more information, see Working with Drag-and-Drop Scheduling on page 161. Note: In Enterprise, Unlimited, and Developer Editions, your administrator defines the record types that you can select when creating an activity. Record types determine the picklist values and page layouts that are available when creating and editing a record.

See Also:
Creating Tasks Creating Events Viewing Activities Editing Activities Shared Activities Overview Requesting a Meeting Using Cloud Scheduler

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Editing Activities

Editing Activities
Available in: All Editions except Database.com

User Permissions Needed To edit tasks: To edit events: Edit Tasks Edit Events

See the following for details on editing activities: Editing Tasks Closing Tasks Editing Events Editing Multi-Person Events Editing Recurring Events Editing an Event in a Public or Resource Calendar

See Also:
Viewing Activities Creating Activities Deleting Activities Activity Fields

Deleting Activities
Available in: All Editions except Database.com Multi-person events are not available in: Personal Edition

User Permissions Needed To delete tasks: To delete events: Edit Tasks Edit Events

On the activity detail page, click Delete. Salesforce moves tasks and events to the Recycle Bin. Your administrator can use the Mass Delete feature to delete a group of activities or archived activities. .

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Shared Activities Overview

For multi-person events, only the event owner can delete the event. However, when you decline an event, Salesforce removes the event from your calendar. When an event owner deletes an event, all invited users receive an email notifying them that the event has been canceled. When deleting a recurring event or deleting a recurring task, you can delete either a single occurrence in the series or the entire series. If your organization has Shared Activities tasks arent deleted unless the Related To field and all contacts are deleted.

See Also:
Recycle Bin Shared Activities Overview

Shared Activities Overview

Available in: All Editions except Database.com.

If your organization has enabled Shared Activities, you can relate as many as 10 contacts to non-recurring and non-group tasks, and non-recurring events. You assign one primary contact; all others are secondary contacts. Sharing activities gives you a more accurate picture when you view your task or event details and reports. Specifically, Shared Activities lets you view: Tasks and events when you have access to at least one contact or lead, and the related record, if it exists. You can also view tasks and events if your role is above the activity owners in your organizations hierarchy. Keep in mind, when you relate contacts to activities to which other users have access, those users can view the activity along with the names, account names, and titles of all the contacts you related to the activityincluding the contacts to which those users may not otherwise have access. All contacts related to a task on the task detail page or an event on the event detail page if your administrator adds the Name related list to the task page layout and event page layout. The number of contacts related to a task or event when you use the Relation Count column in activity reports. One row per contact for each activity in the Activities with Contacts report when you select at least one field from the related contact list. An activitys primary contact in two reports: Tasks and Events, and Activities with Cases. The primary contact also appears in the Name field on the task detail page or event detail page.

See Also:
Activity Fields Viewing Shared Activities in Reports

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Understanding Shared Activities

Understanding Shared Activities

Available in: All Editions except Database.com.

If your organization has enabled Shared Activities, you can relate as many as 10 contacts to non-recurring and non-group tasks, and non-recurring events. You assign one primary contact; all others are secondary contacts. Activity History The Activity History related list of a record displays all completed tasks, logged phone calls, saved interaction logs, expired events, outbound email, mass email, email added from Microsoft Outlook, and merged documents for the record and its associated records. Last Activity Date The Last Activity of an account and contact is the most recent due date of an activity on the record. The following past or future activities set this date: Any event and closed tasks. Since activities roll up through associated records, the Last Activity date on an account can be an activity on a contact, opportunity, or other associated record. In Shared Activities, the contacts Last Activity date is based on the latest activity in which the contact is a primary contact. For example: Jane is related to two activities. Jane is not the primary contact for the first activity, which has the due date 11/30. Jane is the primary contact for the other activity, which has the due date 11/15. The Last Activity is 11/15, because its the latest activity for which Jane is the primary contact.

Primary Contact For activities that have multiple related contacts, you select one as the primary contact, who is the key person associated with that particular task or event. The primary contact appears in two reports: Tasks and Events, and Activities with Cases. If you delete the primary contact, the next contact on the activitys related list becomes the new primary one. If thats not the primary contact you want, you can edit the activity to select another. Related To A relationship is a connection between two objects, which Salesforce uses to create related lists in page layouts and detail levels in reports. Salesforce uses matching values in specified fields for both objects to link related data. For example, if one object stores data about companies and another object stores data about people, a relationship identifies which people work at the company. For example, when creating a task, you can relate a contact or opportunity to it. Then, when you view activities for that contact or opportunity, Salesforce displays the task. Tasks A task is a planned activity you can relate to another type of record, such as an account, contact, lead, opportunity, or case. You can also assign a task to a user you specify. When using Shared Activities, however, you cant create recurring or group tasks with more than one contact. You can specify the Subject, Status, Priority, and Due Date of the task. Events An event is an activity that has a scheduled time, such as a scheduled phone call, that you can relate to another type of record, such as an account, contact, lead, opportunity, or case. You can also assign an event to a user you specify. When

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Learning about Differences Between Activities and Shared Activities

using Shared Activities, you cant create recurring events with more than one contact. You can specify the Subject, Start, End, and Location of the event.

See Also:
Shared Activities Overview

Learning about Differences Between Activities and Shared Activities

Available in: All Editions except Database.com.

Much of the activities functionality remains the same when you use Shared Activities for tasks and events, but there are differences. In Shared Activities, the contacts Last Activity date is based on the latest activity in which the contact is a primary contact. You may encounter problems with triggers, workflow, and data validation rules for the WhoID field if you add or remove it. Additionally, triggers, workflow, and data validation rules arent available for the TaskRelation object and the EventRelation object. If you change the owner of a contact, only the activities in which the contact is a primary contact transfer to the new owner. For example, the owner of the contact for Ron Dean changes, and Ron is related to two tasks: Ron is the primary contact for the task Conference Call. Ron is not the primary contact for the other task Quarterly Call, but hes related to it. When the owner changes, only the Conference Call task transfers to the new owner. If you create an activity and relate it to an account and a contact, and that contact is related to a different account, the activity rolls up to the contacts parent account. For example: The Sales Rep Call task is related directly to the Global Media account and also to the contact Ron Dean. Ron Deans parent account is HiTech Solutions. The Sales Rep Call task appears in the Global Media account details and also in the HiTech Solution account details. In Chatter feeds, you cant use feed tracking for the Name and Related to fields. Search filters search only on the primary contact for an activity.

Understanding Primary Contacts

Available in: All Editions except Database.com.

If your organization has enabled Shared Activities, you can relate as many as 10 contacts to non-recurring and non-group tasks, and non-recurring events. You assign one primary contact; all others are secondary contacts. For activities that have multiple related contacts, you select one as the primary contact, who is the key person associated with that particular task or

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Viewing Shared Activities in Reports

event. The primary contact appears in two reports: Tasks and Events, and Activities with Cases. If you delete the primary contact, the next contact on the activitys related list becomes the new primary one. If thats not the primary contact you want, you can edit the activity to select another. In Shared Activities, the contacts Last Activity date is based on the latest activity in which the contact is a primary contact. For example: Jane is related to two activities. Jane is not the primary contact for the first activity, which has the due date 11/30. Jane is the primary contact for the other activity, which has the due date 11/15. The Last Activity is 11/15, because its the latest activity for which Jane is the primary contact. Note: If you delete or remove an activitys primary contact, another contact becomes the primary contact in its place. You can edit the activity to manually select another primary contact.

See Also:
Shared Activities Overview Displaying Related Contacts on Activity Detail Pages

Viewing Shared Activities in Reports

Available in: All Editions except Database.com.

Note: For custom report types, the TaskRelation object and the EventRelation object arent available.

If your organization has enabled Shared Activities, you can run certain reports that display details specific to activities with multiple contacts. If you want to view Use

The number of contacts related Activity reports. Add the Relation Count column to your reports. to a task or event For example, you create a task with five contacts. When you run the Tasks and Events report, it displays 5 to indicate the number of contacts related to the task. One row per contact for each The Activities with Contacts report. Select at least one field from the Contact object. activity For example, your report might include a task with five contacts. If you include the Last Name field from the contact object on the report, youll see five rows (one row for each contact) related to this activity. If you dont add any fields from the contact object, only one row appears for the activity. Only the Activities with Contacts report displays all contacts on an activity. Other reports show the primary contact and the total count of contacts on the activity but dont show details

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Viewing Activity Updates (Chatter)

If you want to view

Use of the other contacts. The Activities with Contacts report is the only report that you can filter using attributes of contacts other than the primary contact.

An activitys Primary Contact Either Tasks and Events, or Activities with Cases reports. For example, if the primary contact for a task is Ron Dean, these reports display this name in the Contact field. Note: The Activities with Contacts report displays all contacts related to an activity but doesnt indicate which is the primary contact.

See Also:
Shared Activities Overview Understanding Shared Activities Learning about Differences Between Activities and Shared Activities Displaying Related Contacts on Activity Detail Pages

Viewing Activity Updates (Chatter)

Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Display a Chatter feed of updates, comments, and posts about the activity. Note: If Chatter isn't enabled, contact your administrator.

Show or hide Chatter feeds using the Show Feed and Hide Feed links at the top of a feed. To view a single feed update, click the timestamp below the update, for example, Yesterday at 12:57 AM. To view the full feed, above the post, click All Updates.

Following Activities
When you follow an activity, your Chatter feed includes field changes and activity feed updates. To follow an activity, click Follow. To stop following, click Following . The Followers list shows you who is following the activity. To view a full list, click Show All.

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Deleting Recurring Events

Note: You can't follow recurring events and tasks in Chatter, nor individual instances of recurring events and tasks. Changes to an individual event or task in a recurring series or to the series itself won't show up in your Chatter feed.

See Also:
Chatter Overview Using Chatter Feeds

Deleting Recurring Events

Available in: All Editions except Database.com

User Permissions Needed To delete recurring events: Edit Events

Only the event or series owner can delete an event or series of events. If you have been invited to an event or a series of events, to remove them from your calendar, decline the event or series of events. See Responding to Events on page 160 for more information. To delete a single event in a series of events: 1. Select an event from the calendar on the Home tab or from the Open Activities or Activity History related list of a record, and then click the View Event subtab. Alternatively, mouse over the event in any calendar, and click Edit. 2. Click Delete Event. A warning dialog will be displayed. If you are sure you want to delete only this event in the series, click OK. Alternatively, hover your mouse over the event in a calendar. and click Delete in the event detail overlay. Note: When an event owner deletes a recurring event, all invited users receive an email notifying them that the event has been canceled. Deleted events are moved to the Recycle Bin. If they are restored, all the details of the event will be restored as well. To delete a series of events: 1. Select an event from the calendar on the Home tab or from the Open Activities or Activity History related list of a record. 2. Click the View Series subtab located above the task details, and click Delete Series. A warning dialog displays. If you are sure you want to delete every future occurrence in the series, click OK. Note: Consider the following when deleting a series of events: Deleting a series does not delete occurrences that have already happened. When an event owner deletes a series of recurring events, all invited users receive a single email notifying them that the series of events has been canceled. If a series is deleted and no events in the series occurred in the past, the series is placed in the Recycle Bin. Individual events that were part of the series are not placed in the Recycle Bin.

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Using the Open Activities Related List

If a series is deleted and it contains events that occurred in the past, the series is not placed in the Recycle Bin, and therefore it cannot be restored from the Recycle Bin. If you restore a series from the Recycle Bin, individual events will be created. Those individual events will have the details as defined by the series, as well as any event-specific details that were set on the event before the series was deleted.

Using the Open Activities Related List

Available in: All Editions except Database.com

The Open Activities related list displays: Open tasks Open events Requested meetings

These activities are displayed for a record and its associated records. For example, if you have a task related to a contact, that task displays in the Open Activities related list of the contact as well as the associated account. If you use Shared Activities on page 126, the activities display in the related list of each related contact. From the Open Activities related list: Click New Task or New Event to create an activity that is associated with the record. Click New Meeting Request to request a meeting with a contact, lead, or person account. Once you request a meeting, the calendar icon ( ) displays next to it. Click Edit to edit an activity. Click Cls to close a task. For more information, see Closing Tasks on page 168. Click Del to delete an event or requested meeting. Salesforce.com emails the invitees that the event or meeting was canceled. Click the subject of an activity to open the detail page of the activity.

Your administrator can customize the fields and buttons that display in related lists; see Customizing Page Layouts on page 1311. Note: For person account records, the related list includes activities that have the person account in either the Name or Related to fields. As appropriate, the Name or Related to column in the related list displays the person's name. For more information, see What is a Person Account? on page 68.

See Also:
Using the Activity History Related List Viewing Activities

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Using the Activity History Related List

Using the Activity History Related List

Available in: All Editions except Database.com

The Activity History related list of a record displays all completed tasks, logged phone calls, saved interaction logs, expired events, outbound email, mass email, email added from Microsoft Outlook, and merged documents for the record and its associated records. In the Activity History related list, click: Log A Call to enter the results of unplanned phone calls and then schedule a follow-up task. Use this feature, along with scheduled events and tasks to track all activities for a record. Mail Merge to generate personalized documents using your data and Microsoft Word templates provided by your administrator. If you choose, the merged document is listed in the Activity History related list of the associated record. This button is not available for all types of records. For more information, see Sending Single Mail Merge Documents on page 2957. Send An Email to send an email to a contact or lead and associate the email with both the contact or lead and the displayed account, opportunity, case, or custom object. The email you send is automatically listed in the Activity History related list of the contact or lead. If the subject is longer than 100 characters, it is truncated with ellipses (...). When appropriate, it is also listed for the record associated with the email, such as the opportunity or case. This button is not available for all types of records. Compose Gmail to send an email to a contact or lead from your Gmail account. The email you send is automatically listed in the Activity History related list of the contact or lead. This button is only available if the Gmail Buttons and Links feature is enabled. If the Gmail to Salesforce feature is also enabled, the email you send is automatically listed in the Activity History related list of the contact or lead. See Using Gmail in Salesforce on page 337 for more information. Request Update to launch a contact update email to send to the selected contact. This email allows you to enter an introductory note asking the contact to update the contact information you have and send a reply with the updated information. You can update your contact record when you receive the response. These emails and the mass Stay-in-Touch emails will be listed in the Activity History related list. View All to display a printable view of all completed activities. Note that the View All button only displays when there are records to view. The subject of an activity to view its details.

If your organization has added the Case Activities related list to the View Cases page layout in the Self-Service portal and you have set the field-level security to visible for the Visible in Self-Service checkbox on activities, you can click the following: Make Public to display the completed activity in the activities related list on the case in the Self-Service portal. Make Private to hide the completed activity in the activities related list on the case in the Self-Service portal. Note: Starting with Spring 12, the Self-Service portal isnt available for new organizations. Existing organizations continue to have access to the Self-Service portal. Your administrator can customize the fields and buttons that display in related lists; see Customizing Page Layouts on page 1311.

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Setting Reminders on Activities

Note: For person account records, the related list includes activities that have the person account in either the Name or Related to fields. As appropriate, the Name or Related to column in the related list displays the person's name. For more information, see What is a Person Account? on page 68.

See Also:
Using the Open Activities Related List About Archived Activities Viewing Activities Sending Email

Setting Reminders on Activities

Available in: All Editions except Database.com

User Permissions Needed To edit tasks: To edit events: Edit Tasks Edit Events

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. When you create or edit an event or task, you have an option to set a reminder on it. The reminder defaults to the time specified in your reminder settings. To set a reminder on a task: 1. Create or edit a task. 2. Select the Reminder checkbox. 3. Choose the date and time for the reminder. You will be reminded of the task on that date and time. If you are setting the reminder for a recurring task series, the reminder applies to each occurrence in the series. 4. Click Save. To set a reminder on an event: 1. Create or edit an event. 2. Select the Reminder checkbox. 3. Choose how long before the event that you want to be reminded.

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Using the Activity Reminder Window

4. Click Save.

See Also:
Using the Activity Reminder Window Customizing Activity Reminders Viewing Activities Editing Activities

Using the Activity Reminder Window

Available in: All Editions except Database.com

Reminders display in a small browser popup window, called the reminder window. When you log into Salesforce, a sound plays and the reminder window automatically pops up if you have any task or event reminders that were triggered since you last logged in. While you're logged in, the reminder window opens whenever a reminder is triggered. The reminder window shows you: Up to 100 of the oldest reminders you haven't dismissed The type of activitytask or event The activity subject (click to see activity details) When the task is due or when the event is scheduled to start When the reminder is due or if it's overdue

When viewing reminders, task reminders are sorted by due date and event reminders are sorted by start date and time. Additionally, if Sort reminder window by due date is not set, the reminders display in the following order: 1. The task and event reminder date and time. 2. The task due date or the event start date and time. 3. Ascending alphabetical order by subject. If Sort reminder window by due date is set, the reminders display in the following order: 1. The task due date or the event start date and time; if the task has no due date, then it displays first. 2. The task and event reminder date and time. 3. Ascending alphabetical order by subject. Use the table to determine what's shown as the task due date or event start time. Activity Type Task If you specified: A due date No due date Event An event time The Due Date or Start time shows: The date you selected when creating or editing the task. The value None. The date and time you selected when creating or editing the event.

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Searching for Activities

Activity Type

If you specified: An all day event

The Due Date or Start time shows: The date you selected and the time set in the Start of day field in your Personal Information Settings page.

When viewing the reminder window, you can choose to dismiss or snooze one or more reminders. To dismiss all reminders in the window, click Dismiss All. After you click Dismiss All, the window will display any reminders that were not previously in the window due to the 100 reminder limit. To dismiss a reminder: 1. Select one or more reminders. 2. Click Dismiss. To snooze a reminder: 1. Select one or more reminders. 2. In the drop-down list, select one of the snooze options. The default snooze option is to remind you again in five minutes. 3. Click Snooze. When Sort reminder window by due date is not selected, if you click Snooze, the time overdue will be based on the snooze time when the reminder pops up again. If you close the reminder window, it will open again when youre notified of the next reminder. Note: If your reminder popups fail to display, ensure that your browser is not blocking them.

See Also:
Setting Reminders on Activities Customizing Activity Reminders Viewing Activities

Searching for Activities

Available in: All Editions except Database.com

1. Enter your search terms in the sidebar or header search box. If you're using the sidebar, click Advanced Search... to find matches in additional fields. 2. Click Search. 3. From the search results, click an item to open it or click Edit, if available.

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Activity Fields

Note: Archived activities are accessible in advanced search and global search only.

See Also:
Search Overview Viewing Activities Shared Activities Overview

Activity Fields
The available fields vary according to which Salesforce Edition you have.

An activity has the following fields, listed in alphabetical order. Depending on your page layout and field-level security settings, some fields may not be visible or editable. (Field-level security is available in Enterprise, Unlimited, and Developer Editions only.) Task fields Event fields

See Also:
Viewing Activities Activity Overview Shared Activities Overview

Event Fields
Field
Activity Currency

Description The default currency for all currency amount fields in the activity. Amounts display in the activity currency, and are also converted to the user's personal currency. Available only for organizations that use multiple currencies. Checkbox that specifies whether event lasts all day. Assigned owner of event. By default, the event is assigned to the creator. To assign the event to another user, enter a user's name, or select a user with the lookup icon. This field is not available in Personal Edition. Allows you to set up a series of recurring events.

All Day Event Assigned To

Create Recurring Series of Events

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Event Fields

Field
Created By

Description User who created the event including creation date and time. (Read only) Planned date of event. You can enter a date, or choose a date from the calendar that displays when you put your cursor in the field. This field appears only if multiday events are disabled; see Customizing Activity Settings.

Date

Description

Text note describing event. This field can hold up to 32KB of data. Division to which the activity belongs. This value is automatically inherited from the related account, lead, case, or custom object, if any. Otherwise, the activity belongs to the global division. Available only in organizations that use divisions to segment their data. The length of a timed event in hours and minutes. This field appears only if multiday events are disabled; see Customizing Activity Settings.

Division

Duration

Email

The email address of the contact or lead associated with the event. This field is automatically filled in with the value from the corresponding contact or lead record. Planned end date and time of event. You can enter a date, or choose a date from the calendar that displays when you put your cursor in the field. Additionally, you can add the current time by clicking the time link next to the field. This field appears only if multiday events are enabled; see Customizing Activity Settings.

End

Event Record Type

Name of the field that determines what picklist values are available for the record. Available in Enterprise, Unlimited, and Developer Edition. User who last changed the event, including modification date and time. (Read only) Contact or lead related to the event. You can enter the name of the person or use to select the name. If Shared Activities is enabled, you can relate up to 10 contacts to a non-recurring event. This field appears only if you have the Read permission for that type of record; users with sharing access to the record can click it to view more details.

Last Modified By

Name

Location

Location of the event.

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Event Fields

Field
Phone

Description The phone number of the contact or lead associated with the event. This field is automatically filled in with the value from the corresponding contact or lead record. Indicates whether users other than the event owner can see the event details when viewing the event owner's calendar. However, users with the View All Data or Modify All Data permission can see private event details in reports and searches, or when viewing other users' calendars. Exported data files will always contain private events. Cannot be set for multi-person events or when adding or modifying an event in another user's calendar. Private events cannot be associated with opportunities, accounts, cases, campaigns, contracts, leads, or contacts. The record that the event is associated with such as an account, opportunity, or custom object. This only displays if you have the Read permission for that type of record; users with sharing access to the record can click it to view more details. This option is not available when you associate the event with a lead instead of a contact. Optional field that allows users invited to an event to enter a note when they accept or decline the event. This field is not available in Personal Edition. Picklist that determines how this event appears when another user views your calendar: busy, out of office, or free time. Planned start date and time of event. You can enter a date, or choose a date from the calendar that displays when you put your cursor in the field. Additionally, you can add the current time by clicking the time link next to the field. This field appears only if multiday events are enabled; see Customizing Activity Settings.

Private

Related To

Response

Show Time As

Start

Subject

Entry describing subject of activity, for example, Meeting. You can enter a subject, or select from a list of previously defined subjects. Time of a planned event. You can add the current time by clicking the time link next to the field. This field appears only if multiday events are disabled; see Customizing Activity Settings.

Time

Type

Type of the event, for example, Email, Meeting. Each picklist value can have up to 40 characters.

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Task Fields

Field
Visible in Self-Service

Description Checkbox that specifies whether the completed event is visible in the Self-Service portal. Note: Starting with Spring 12, the Self-Service portal isnt available for new organizations. Existing organizations continue to have access to the Self-Service portal.

Task Fields
Field
Activity Currency

Description Default currency for all currency amount fields in the activity. Amounts display in the activity currency, and are also converted to the users personal currency. Available only for organizations that use multiple currencies. Assigned owner of task. By default, the task is assigned to the creator. To assign the task to another user, enter a users name, or select a user with the lookup icon. This field is not available in Personal Edition. To assign independent copies of a new task to multiple users, see Creating Group Tasks on page 165. Text note describing the task. This field can hold up to 32KB of data. Allows you to set up a series of recurring tasks. Selecting this checkbox automatically disables the Due Date field because each task occurrence in a series will have a different due date. User who created the task including creation date and time. (Read only) Division to which the activity belongs. This value is automatically inherited from the related account, lead, case, or custom object, if any. Otherwise, the activity belongs to the global division. Available only in organizations that use divisions to segment their data. Date when the task should be completed. You can enter a date, or choose a date from the calendar that displays when you put your cursor in the field. Email address of the contact or lead associated with the task. This field is automatically filled in with the value from the corresponding contact or lead record.

Assigned To

Comments

Create Recurring Series of Tasks

Created By

Division

Due Date

Email

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Task Fields

Field
Last Modified By

Description User who last changed the task, including modification date and time. (Read only) Contact or lead related to the task. You can enter the name of the person or use to select the name. If you use Shared Activities, you can relate up to 10 contacts to the task. This field appears only if you have the Read permission for that type of record; users with sharing access to the record can click it to view more details.

Name

Phone

Phone number of the contact or lead associated with the task. This field is automatically filled in with the value from the corresponding contact or lead record. Urgency of the task, for example, Low, Medium, or High. (Picklist selections can be customized by your administrator.) Record that the task is associated with such as an account or opportunity. This field is not available when you associate the task with a lead instead of a contact. This field appears only if you have the Read permission for that type of record; users with sharing access to the record can click it to view more details. Checkbox that sends an automated email to the task assignee to notify him or her that the task was assigned. This option is not available in Personal Edition. Current status of task, for example, Not Started or Completed. (Picklist selections can be customized by your administrator.) Subject or short description of the task, for example, Email quote to customer. You can enter a subject, or select from a picklist of previously defined subjects. Name of the field that determines what picklist values are available for the record. Available in Enterprise, Unlimited, and Developer Edition. Type of task, for example, Email, Meeting. Each picklist value can have up to 40 characters. Checkbox that specifies whether the completed task is visible in the Self-Service portal. Note: Starting with Spring 12, the Self-Service portal isnt available for new organizations. Existing organizations continue to have access to the Self-Service portal.

Priority

Related To

Send Notification Email

Status

Subject

Task Record Type

Type

Visible in Self-Service

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About Archived Activities

About Archived Activities

Available in: All Editions except Database.com

Salesforce archives activities according to these conditions. Events with a due date more than 365 days old Closed tasks with a due date greater than 365 days old Closed tasks without a due date and created more than 365 days ago

Additional considerations for activity archiving: Archiving occurs weekly at approximately 5:00 AM Greenwich Mean Time (GMT) on Saturday. Archived activities can be viewed only in export files, printable view, or by clicking View All on the Activity History related list. You can also view an archived activity if you know the URL for the activity. Administrators can delete archived activities using Mass Delete. Archived tasks are not included in reports. However, you can report on open or completed tasks. Archived activities arent copied when you create or refresh a sandbox.

See Also:
Searching for Activities Using the Activity History Related List Activity Overview Shared Activities Overview

WORKING WITH CALENDARS

Viewing Your Calendar
Available in: All Editions except Database.com

You can access your calendar from the following locations. Your Home page. The Calendar shortcut in the sidebar that opens your last used calendar view. Your Salesforce administrator must enable this shortcut. The detail page of an event or task, which includes calendar icons at the top. An activities list view, which includes calendar icons at the top.

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Viewing Your Calendar

To navigate your calendar, use the calendar icons.

See Also:
Viewing Event Details Creating Events Editing Events About Event Detail Overlays Customizing Activity Reminders Resolving Your Synced Outlook Events

Using Calendar Icons

Available in: All Editions except Database.com

Item

Description Day view icon. Week view icon. Month view icon. Single-user view icon. Displays a user's calendar, a public calendar, or a resource calendar. Multi-user view icon. Displays several users' calendars. Activity list view icon. Previous arrow. Click to change the view to the previous day, week, or month, as appropriate. Next arrow. Click to change the view to the next day, week, or month, as appropriate. Pick a Date icon. Click to open a popup dialog where you can choose a specific date.

Note: identifies tasks and events that are part of a recurring series. identifies events with invitees. Multi-person events aren't available in Personal Edition.

See Also:
Viewing Your Calendar Tips for Viewing Your Calendar

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Using the Calendar Day View

Tips for Viewing Your Calendar

Available in: All Editions except Database.com

Reschedule an event by dragging the item on your calendar to a different time. For best results, place your mouse over the subject line of the event before dragging it. If the item is a recurring event ( ), only the single occurrence that you drag is changed, not the entire series. Your administrator controls the availability of drag-and-drop calendar editing. Create an event by double-clicking a time slot and entering the details in an interactive overlay. Your administrator controls the availability of click-and-create events. To change the default range of hours that your calendar displays, change the Start of day and End of day fields on your personal information page. For example, if your workday typically begins at 8:00 AM and ends at 6:00 PM, changing Start of day to 8:00 AM and End of day to 6:00 PM causes your daily and weekly calendar views to default to that range of hours. If you sync events from Outlook using Salesforce for Outlook, you may see a banner at the top of your calendar that links to a list of your unresolved events. These are synced Outlook events that still need to be assigned to Salesforce records.

See Also:
Viewing Your Calendar Using Calendar Icons

Using the Calendar Day View

Available in: All Editions except Database.com

When viewing your calendar, click In the single user day view, you can:

to open the day view.

See the events scheduled for the specified day. See a list of tasks. You can change which tasks you see using the drop-down list. Hover your mouse over the subject of an event to see the details of the event in an overlay. Hover your mouse over the subject of a task to see the details of the task in an overlay. Note: The event detail or task detail overlays are hover popups that show information about the event or task and allow you to quickly edit or delete the event or task. The information presented on these overlays is configured by your administrator.

Click a time such as 9:00 AM to add an event at that time. Alternatively, double-click a time slot to enter the details of the event in an interactive overlay. Your administrator controls the availability of click-and-create events.

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Using the Calendar Week View

Reschedule an appointment by dragging an item on your calendar to a different time. For best results, place your mouse over the subject line of the event before dragging it. If the item is a recurring event ( ), only the single occurrence that you drag is changed, not the entire series. Your administrator controls the availability of drag-and-drop calendar editing. Drag-and-drop editing is not available for multiday events.

Navigate the calendar using the calendar icons. Click Today to display the day view for today. Click [Change] to switch to the calendar of another user, a public calendar, or a resource calendar. Click [Share My Calendar] to set your personal calendar sharing. Click Printable View to display the current calendar view in a print-ready format.

In the multi-user day view, you can view the events of multiple users for the specified day. Note: An event that spans more than one day (for example, a client meeting from 10 PM Friday to 2 AM Saturday), always displays on both days in calendar views.

See Also:
Using the Calendar Week View Using the Calendar Month View Viewing Event Details Creating Events Editing Events

Using the Calendar Week View

Available in: All Editions except Database.com

When viewing your calendar, click In single user week view, you can:

to open the week view.

See the events scheduled for the specified week. Hover your mouse over the subject of an event to see the details of the event in an overlay. Click the Add Event icon ( ) to add an event on the appropriate day. Alternatively, double-click a time slot to enter the details of the event in an interactive overlay. Your administrator controls the availability of click-and-create events. Click the datefor example, 26 for March 26thto drill down to the day view for that day. Reschedule an appointment by dragging an item on your calendar to a different time. For best results, place your mouse over the subject line of the event before dragging it. If the item is a recurring event ( ), only the single occurrence that you drag is changed, not the entire series. Your administrator controls the availability of drag-and-drop calendar editing. Drag-and-drop editing is not available for multiday events.

Navigate the calendar using the calendar icons. Click This Week to display the week view for the current week. Click [Change] to switch to the calendar of another user, a public calendar, or a resource calendar.

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Using the Calendar Month View

Click [Share My Calendar] to set your personal calendar sharing. Click Printable View to display the current calendar view in a print-ready format. Select Show Weekends to display Saturday and Sunday. Tip: On account, contact, and lead list views, click the Open Calendar link at the bottom of the page to display a weekly view of a calendar underneath the list. Then, you can drag a record from the list to a time slot on the calendar to quickly create an event associated with the record. Note that your administrator controls the availability of this feature. For more information, see Working with Drag-and-Drop Scheduling on page 161.

In the multi-user week view, you can view the events of multiple users for the specified week. For more information, see Using Multi-User Calendar Views on page 149. Note: An event that spans more than one day (for example, a client meeting from 10 PM Friday to 2 AM Saturday), always displays on both days in calendar views.

See Also:
Using the Calendar Day View Using the Calendar Month View Viewing Event Details Creating Events Editing Events

Using the Calendar Month View

Available in: All Editions except Database.com

When viewing your calendar, click In single user month view, you can:

to open the month view.

See the events scheduled for the specified month. Hover your mouse over the subject of an event to see the details of the event in an overlay. Click the Add Event icon ( ) to add an event on the appropriate day. Click the datefor example, 26 for March 26thto drill down to the day view for that day. Click the appropriate Week link to drill down to the week view for that week. Navigate the calendar using the calendar icons. Click This Month to display the month view for the current month. Click [Change] to switch to the calendar of another user, a public calendar, or a resource calendar. Click [Share My Calendar] to set your personal calendar sharing. Click Printable View to display the current calendar view in a print-ready format.

In the multi-user month view, you can view the events of multiple users for the specified month. For more information, see Using Multi-User Calendar Views on page 149.

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About Event Detail Overlays

Note: An event that spans more than one day (for example, a client meeting from 10 PM Friday to 2 AM Saturday), always displays on both days in calendar views.

See Also:
Using the Calendar Day View Using the Calendar Week View Viewing Event Details Creating Events Editing Events

About Event Detail Overlays

Available in: All Editions except Database.com

When viewing a calendar, you can hover your mouse over an event to display the event detail overlay. The event detail overlay is a hover popup that shows information about the event and allows you to quickly edit or delete the event. The information presented on the event detail overlay is configured by your administrator. See Defining Mini Page Layouts on page 3494 for details on configuring the event detail overlay. Depending on the layout of the event detail overlay, you may be able to click on fields on the overlay to see more detail. For example, if there is a contact associated with the event, and the event detail includes that information, you can click on the contact name to go to the contact detail page.

See Also:
Using Your Tasks and Calendar on the Home Page

Viewing Other Calendars

Available in: All Editions except Database.com

In a single user calendar view, you can switch to the calendar of another user, a public calendar, or a resource calendar: 1. Click [Change] to open the calendar lookup window. 2. As necessary, search for the desired calendar: a. Choose either User Calendars or Public Calendars & Resources from the drop-down list. b. In the Search field, enter all or part of the appropriate user, public calendar, or resource name. c. Click Go!. 3. Click the appropriate name to switch to that calendar.

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Sharing Your Calendar

Note: When viewing a resource calendar, you cannot add a new event. You can add events to resource calendars only by inviting the resource to an event. To reset your view to your own calendar, click Back to My Calendar (not available in Personal Edition).

See Also:
Granting Access to Your Calendar Creating an Event in a Public or Resource Calendar Viewing Your Calendar

Sharing Your Calendar

Available in: All Editions except Database.com

From a calendar day, week, or month view, click Share My Calendar to change how others are allowed to view your calendar. For more information, see Granting Access to Your Calendar on page 48. Note: Regardless of whether your organization's sharing settings specify using hierarchies, activities associated with a record are still visible to users above the activitys assignee in the role hierarchy.

See Also:
Viewing Your Calendar Viewing Other Calendars

Printing Your Calendar

Available in: All Editions except Database.com

To print your calendar, click Printable View from any of the calendar views. On a printable view, you can: Click Print This Page to send the printable view to a printer. Click the Next arrow ( ) and Previous arrow ( ) to change the displayed date or dates. Click Today, This Week, or This Month depending on the view to display the current date or dates.

In addition: On day and week views, you can view a list of tasks that can be customized by selecting an option from the drop-down list.

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Using Multi-User Calendar Views

On multi-user views, you can select an option from the Sort by drop-down list to customize the display. Select Time to include all users' events on a single calendar, or select User to display a separate calendar for each user.

See Also:
Viewing Your Calendar

Using Multi-User Calendar Views

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

To see several colleagues' calendars all on one page, click When viewing multi-user calendars you can:

Select, edit, and create list views that determine which calendars display. To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit. See each person's availability. Consult the legend on the page to see which color indicates Busy or Out of Office time. If someone has multiple events scheduled for a particular time, all of those events display on the calendar. Note that an event marked as Free in the event details doesn't display in the multi-user calendar view. Hover your mouse over a colored bar to see more details about an event. Create an event and invite people. Check the boxes next to the people you want to invite and click New Event. Alternatively, click the Add Event ( ) icon for the appropriate day.

Consider these tips when viewing multi-user calendars. Administrators can choose whether event details display. For more information, see Show Event Details on Multi-User Calendar View on page 1373. Drag-and-drop editing is not available. The time range you see is determined by the Start of day and End of day fields on your personal information page. Events scheduled outside this time range don't display. To see these events, extend your Start of day or End of day times. Multi-user calendar views work differently in the partner portal. For example, partners can only view calendar information for people in their own company and their channel manager. For more information, download the Partner Portal User Help.

See Also:
Viewing Your Calendar Granting Access to Your Calendar Inviting People to an Event

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Viewing Event Details

Viewing Event Details

Available in: All Editions except Database.com Multi-person events not available in: Personal Edition

Do one of the following to view the event detail page. In the Calendar section of the Home page, hover your mouse over or click the subject of an event on the Schedule Meetings subtab. Only upcoming events display in the Calendar section. Once the event date has passed, the event displays on the Activity History related list. From a calendar view, hover your mouse over an event to see the event's details in an event detail overlay. On the detail page of an associated record, click the subject line of the event from the Open Activities or Activity History related lists.

To see all your scheduled events for a specific day, week, or month, use the calendar icons to switch between different views. Display a Chatter feed of updates, comments, and posts about the event. For multi-person events (events with invitees), the detail page lists the users that have been invited and whether they have accepted or declined the event. If you've been invited to the event, click Accept Event or Decline Event to let the organizer know if you'll be attending. These buttons appear for invitees only (not organizers). You can clone a multi-person event from the event detail page. This lets you quickly create another event with the same invitees. However, you can't clone standard or recurring events.

identifies events that are part of a recurring series. To view the details of the individual event occurrence, select the View Event subtab, located above the task details. To view the details of the entire event series, select the View Series subtab . Note: If the organizer changes the start or end time of an individual event within a recurring series of events, the calendar view and the Calendar section of the Home page show you the updated time. However, the detail view of the updated individual event continues to show you the original time until you accept or decline the series.

See Also:
About Event Detail Overlays Creating Events Editing Events Activity Fields Shared Activities Overview

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Creating Events

Creating Events
Available in: All Editions except Database.com

User Permissions Needed To create events: Edit Events

1. In the Calendar section of the Home page, click New Event. 2. Enter the event details. Note: If multiday events are enabled for your organization, you can create events that last up to 14 days.

3. To select the contact or lead related to the event, click in Name. If Shared Activities is enabled for your organization, you can relate up to 10 contacts to the event. In the Select Contacts dialog box, type a name in Search, and click Find. Use and to select and deselect names. Use Make Primary to select a primary contact. Then, click Done. 4. To invite the related contacts to the event, click Add to Invitees. The contacts are added to the calendar in the Select Invitees section 5. If Spell Checker is enabled for your organization, click Check Spelling to spell-check the contents of the Description field. Spell Checker does not support all the languages that Salesforce supports. For example, Spell Checker doesnt support Thai, Russian, and double-byte languages, such as Japanese, Korean, or Chinese. 6. For non-Shared Activities events, you can create a recurring event. You can't follow recurring events and tasks in Chatter, nor individual instances of recurring events and tasks. Changes to an individual event or task in a recurring series or to the series itself won't show up in your Chatter feed. Select Create Recurring Series of Events. Select the frequency of recurrence. Note: Depending on the type of series you are creating, the maximum number of occurrences is as follows: Daily: 100 Weekly: 53 Monthly: 60 Yearly: 10

Set the start date and end date. Click Calculate max end date to automatically set the maximum end date allowed based on the frequency you selected. Note: No occurrence in a series of recurring events can last longer than 24 hours. Once the recurring event is created, you can extend the length of individual occurrences beyond 24 hours, if multiday events are enabled.

7. To set a reminder on the event, select Reminder and choose how long before the event you want to be reminded. The reminder applies to each occurrence in the event series.

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Viewing Event Updates (Chatter)

8. To attach files, click Attach File on the Attachments related list. If you don't see this related list, ask your administrator to add it to the event detail page layout. For recurring events, the attachment is added to the series of events. Each occurrence of the recurring event can also have its own unique set of attachments. 9. To make the event a multi-person event to which users, contacts, leads, or resources are invited, click Select in the Select Invitees section. 10. Click Save. Alternatively, click Save & New Task to save the event and create a new task or Save & New Event to save and create an additional event.

See Also:
Editing Events Activity Fields Creating an Outlook Appointment for an Event

Viewing Event Updates (Chatter)

Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Display a Chatter feed of updates, comments, and posts about the event. Note: If Chatter isn't enabled, contact your administrator.

Show or hide Chatter feeds using the Show Feed and Hide Feed links at the top of a feed. To view a single feed update, click the timestamp below the update, for example, Yesterday at 12:57 AM. To view the full feed, above the post, click All Updates.

Following Events
When you follow an event, your Chatter feed includes field changes and event feed updates. To follow an event, click Follow. To stop following, click Following . The Followers list shows you who is following the event. To view a full list, click Show All.

See Also:
Chatter Overview Using Chatter Feeds

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Creating Recurring Events

Creating Recurring Events

Available in: All Editions except Database.com

User Permissions Needed To create recurring events: Edit Events

A recurring event is an event that repeats in a series, for example a weekly staff meeting that occurs every Monday at 11:00 AM. You cannot create a recurring Shared Activities event. Note: No occurrence in a series of recurring events can last longer than 24 hours. Once the recurring event is created, you can extend the length of individual occurrences beyond 24 hours, if multiday events are enabled. 1. Select Create Recurring Series of Events. 2. Select the frequency of recurrence. Note: Depending on the type of series you are creating, the maximum number of occurrences is as follows: Daily: 100 Weekly: 53 Monthly: 60 Yearly: 10

3. Set the start date and end date. Click Calculate max end date to automatically set the maximum end date allowed based on the frequency you selected. 4. Optionally, set a reminder on the recurring event. The reminder applies to each occurrence in the event series. Note: You can't follow recurring events and tasks in Chatter, nor individual instances of recurring events and tasks. Changes to an individual event or task in a recurring series or to the series itself won't show up in your Chatter feed.

See Also:
Editing Recurring Events Inviting People to an Event Viewing Your Calendar

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Inviting People to an Event

Inviting People to an Event

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To invite people to an event: Edit Events

You can invite users, contacts, leads, or resources to an event.

identifies an event with one or more invitees.

1. In the Select Invitees section on the Event detail page, click Select. 2. In the Select Invitees dialog box, search for the type of invitee: users, leads, contacts, or resources. Person accounts are returned in contact searches and can be added as invitees. 3. Enter a name or part of a name, or leave the field blank to expand the search, and click Find. 4. Use and to select and deselect invitees.

To add more invitees, perform a new search and select more people as needed. Note: Events that occur only once can have a maximum of 1,000 invitees and resources. Recurring events can have a maximum of 100 invitees and resources. You must have at least read access to the contacts and leads you invite to an event. You must have at least Add Events on a resource to invite it to an event. 5. Click Done. 6. Review the calendar of each invitee and adjust the date and time of the event, if necessary. The availability of invitees is indicated in color on their calendars: busy time is blue and out-of-office time is red. If an invitee has more than one event scheduled for a particular time, all the events are shown on the calendar. Hover your mouse over any event on the calendar to see the event details. Note: Events marked as free are not displayed.

7. To remove an invitee from an event, click Remove next to the invitees name. 8. Click Save & Send Update.

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Invited leads, contacts, and person accounts receive an email containing a link to a web page where they can accept or decline the invitation for the event or event series. You will also receive an email summary of the event. If an invited resource is available at the given time, it will automatically accept the invitation. You can't double-book resources.

See Also:
Responding to Events Editing Events Creating Recurring Events Viewing Your Calendar

Creating an Event in a Public or Resource Calendar

Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To create an event in a public or resource calendar: Edit Events

Adding Events to Public Calendars

To add an event to a public calendar: 1. On a calendar view, click [Change] to switch to the appropriate public calendar. 2. Choose the appropriate time and date of the new event: On the day view, click a time such as 9:00 AM to add an event at that time. On the week or month view, click the Add Event icon ( ) to add an event on a particular date.

3. Enter the details of your event. For details, see Creating Events on page 151. 4. Click Save. Alternatively, click Save & New Task to save the event and immediately begin creating a new task or Save & New Event to save and begin creating an additional event.

Adding Events to Resource Calendars

To add an event to a resource calendar, invite the resource to the event. For details, see Inviting People to an Event on page 154.

See Also:
Editing an Event in a Public or Resource Calendar Managing Public and Resource Calendars Viewing Your Calendar

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Editing Events
Available in: All Editions except Database.com

User Permissions Needed To edit events: Edit Events

1. Review the following considerations about who can edit events. Permission to edit other users events is controlled by your organization's calendar sharing model and your personal calendar sharing. However, regardless of these settings, managers in the role hierarchy can always edit the events of people who report to them. Private events can be edited only by the event owner (the user assigned to the event) and users with the Modify All Data permission.

2. Open the event edit page. On the Home page, click the subject of an event listed in the Calendar section, and then click Edit Event. Alternatively, hover your mouse over the subject of an event to display the details of the event in an overlay, and then click Edit. On a calendar view, click the subject of an event, and then click Edit Event. Alternatively, hover your mouse over an event to see the event's details, and then click Edit. On single user daily and weekly calendar views: Reschedule an event by dragging the item on your calendar to a different time. For best results, place your mouse over the subject line of the event before dragging it. If the item is a recurring event ( ), only the single occurrence that you drag is changed, not the entire series. Your administrator controls the availability of drag-and-drop calendar editing. Drag-and-drop editing is not available for multiday events. Create an event by double-clicking a time slot and entering the details in an interactive overlay. Your administrator controls the availability of click-and-create events. On the Open Activities or Activity History related list of an associated record, click Edit next to the appropriate event. On an activities list view, click Edit next to the appropriate event.

3. Change the event fields. 4. To select the contact or lead related to the event, click in Name. If Shared Activities is enabled for your organization, you can relate up to 10 contacts to the event. In the Select Contacts dialog box, type a name in Search, and click Find. Use and to select and deselect names. Use Make Primary to select a primary contact. Then, click Done. 5. To invite the related contacts to the event, click Add to Invitees. The contacts are added to the calendar in the Select Invitees section 6. If Spell Checker is enabled for your organization, click Check Spelling to spell-check the contents of the Description field. Spell Checker does not support all the languages that Salesforce supports. For example, Spell Checker doesnt support Thai, Russian, and double-byte languages, such as Japanese, Korean, or Chinese. 7. To set a reminder on the event, select Reminder and choose how long before the event you want to be reminded. The reminder applies to each occurrence in the event series.

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8. To attach files, click Attach File on the Attachments related list. If you don't see this related list, ask your administrator to add it to the event detail page layout. For recurring events, the attachment is added to the series of events. Each occurrence of the recurring event can also have its own unique set of attachments. 9. To change the event invitees, click Select in the Select Invitees section. 10. Click Save.

See Also:
Editing Multi-Person Events Editing Recurring Events Editing an Event in a Public or Resource Calendar Creating Events Activity Fields

Editing Multi-Person Events

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To edit multi-person events: Edit Events

identifies a multi-person event. You can change the details of a multi-person event that you own. 1. Open the event detail page and click Edit. 2. Change the event details and invitees on page 154. 3. From Email Option in the Select Invitees section, choose whether to send an email update to all invited users or only the users you added or deleted during editing. 4. Click Save & Send Update to save the event and send an update email to the invitees. Alternatively, click Save to save your changes without sending an email. All changes will be reflected on the calendars of invited users. Note: You can edit a multi-person event only if you are the event owner. As the event owner, you don't receive an email when an invitee accepts or declines an invitation. You can reassign a multi-person event to a new owner if the event isnt part of a recurring event series.

See Also:
Responding to Events Editing Recurring Events Editing Events Viewing Event Details

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Editing Recurring Events

Available in: All Editions except Database.com

User Permissions Needed To edit recurring events: Edit Events

Note: You can't follow recurring events and tasks in Chatter, nor individual instances of recurring events and tasks. Changes to an individual event or task in a recurring series or to the series itself won't show up in your Chatter feed. To change the details of an event that is part of a series of events: 1. Select an event from the calendar on the Home tab or from the Open Activities or Activity History related list of a record, and then click the View Event subtab. Alternatively, mouse over the event in any calendar, and click Edit. 2. Click Edit Event. 3. Change the event fields. 4. If this is an multi-person event, choose whether to send an email update to all invited users or just the users you added or deleted during editing. Click Save & Send Update to save the event and send an update email, or just click Save to save your changes without sending an email. All changes will be reflected on the calendars of users that have accepted the event. Note: Changes made to a future event that is part of a series of recurring events will be overwritten if the series frequency is changed.

To change the details of a series of events: 1. Select an event from the calendar on the Home tab or from the Open Activities or Activity History related list of a record. 2. Select the View Series subtab and then click the Edit Series button. Alternatively, click the Edit Series link in the Recurrence section of the detail page. 3. Modify the fields for this series of events. Changes made will not affect events in the series that have occurred in the past. Warning: If you change any of the details in the recurrence section of the series, all future events that were part of the series will be deleted and new events will be created. Any changes made to individual events that have not yet occurred, including any responses from invitees, will be lost. 4. If the series includes invitees, and you want to notify all the invitees of the changes, click Save & Send Update. If you do not want to send updates to all invitees, click Save. Note: If you have changed the time or frequency of the events in the series, and you do not send updates, the response status (accepted, declined, or not responded) for each invitee will not change. If the invitee did not decline

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the original invitation, the events will be added to the invitee's calendar. If you extend the end date but make no other changes, existing events responses will not be changed unless you send updates.

See Also:
Creating Recurring Events Editing Multi-Person Events Editing Events

Editing an Event in a Public or Resource Calendar

Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To edit an event in a public or resource calendar: Edit Events

Note: Permission to edit events in public and resource calendars is controlled by the calendar sharing model.

1. On a calendar view, click [Change] to switch to the appropriate public calendar. 2. Open the event edit page. On the Home page, click the subject of an event listed in the Calendar section, and then click Edit Event. Alternatively, hover your mouse over the subject of an event to display the details of the event in an overlay, and then click Edit. On a calendar view, click the subject of an event, and then click Edit Event. Alternatively, hover your mouse over an event to see the event's details, and then click Edit. On single user daily and weekly calendar views: Reschedule an event by dragging the item on your calendar to a different time. For best results, place your mouse over the subject line of the event before dragging it. If the item is a recurring event ( ), only the single occurrence that you drag is changed, not the entire series. Your administrator controls the availability of drag-and-drop calendar editing. Drag-and-drop editing is not available for multiday events. Create an event by double-clicking a time slot and entering the details in an interactive overlay. Your administrator controls the availability of click-and-create events. On the Open Activities or Activity History related list of an associated record, click Edit next to the appropriate event. On an activities list view, click Edit next to the appropriate event.

3. Change the event fields as needed.

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4. Click Save.

See Also:
Managing Public and Resource Calendars Creating an Event in a Public or Resource Calendar Editing Multi-Person Events Editing Events

Responding to Events
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

When another user invites you to an event, you receive an email containing a link to the event. The event also displays on your Home tab if your home page layout includes your calendar. To accept or decline the event: 1. Click the event description. 2. Optionally, enter a response. 3. If the event is a single event, click Accept Meeting or Decline Meeting. If you have been invited to a series of events, click Accept Series or Decline Series. Note: If you want to attend some of the events in a series of events, but want to decline other events in the series, accept the series and then decline the specific events you will not attend.

To create an Outlook appointment for your event, click Add to Outlook. The event immediately opens in Outlook. If it does not open, save it to your computer as a .vcs file, open the file with Outlook, and then save the event. The Outlook appointment is tagged with the salesforce.com category so that duplicates are not created during synchronization.

See Also:
Inviting People to an Event Editing Multi-Person Events Viewing Activities

Creating an Outlook Appointment for an Event

Available in: All Editions except Database.com

To add an event to Outlook: 1. Select an event from the Calendar on the Home tab or from the Open Activities or Activity History related list of a record. 2. Click Add to Outlook.

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3. Click open to immediately add it to Outlook, or save it to your computer as a .vcs file. If you save it as a .vcs file, import the file with Outlook. The Outlook appointment is added to the salesforce.com folder. Consider the following when adding an event to Outlook. When viewing the event added in Outlook, the description doesn't display line breaks that were entered in the event's Description field. Any line breaks are replaced by two spaces in the .vcs file. You can also sync your Salesforce events to Outlook using Salesforce for Outlook.

See Also:
Creating Events Using Connect for Outlook Salesforce for Outlook Overview

Working with Drag-and-Drop Scheduling

Available in: All Editions except Database.com

User Permissions Needed To enable drag-and-drop scheduling: To create events: Customize Application Edit Events

Drag-and-drop scheduling enables you to create events associated with records by dragging records from list views on to weekly calendar views and entering the details of the event in an overlay. This allows you to schedule events without leaving the list view page. Drag-and-drop scheduling is available on list views for accounts, contacts, and leads. After your administrator sets up drag-and-drop scheduling, you can click the Open Calendar link at the bottom of a list view to display a weekly view of a calendar underneath the list. Then, you can drag a record from the list to a time slot on the calendar to quickly create an event associated with the record. When the calendar is open, you can: Select the Change link to switch to any calendar to which you have access Click the Previous Week ( ) and Next Week ( ) icons to view the previous or next weeks in the calendar Click the Date Picker icon ( ) to choose a specific date on which to view the calendar Select the This Week link to view the current week in the calendar Select the Show Weekends checkbox to display weekends on the calendar Click the Close icon ( ) to close the calendar at any time. Alternatively, you can click the bottom of the list view to close the calendar. Drag the bar in between the list view and calendar to resize the height of either one Close Calendar link at the

Setting Up Drag-and-Drop Scheduling

Users with the Customize Application permission can set up drag-and-drop scheduling. To set up drag-and-drop scheduling:

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1. Click Your Name > Setup > Customize > User Interface. 2. Select the Enable Drag-and-Drop Scheduling on List Views checkbox. To select the Enable Drag-and-Drop Scheduling on List Views checkbox, you must select the Enable Drag-and-Drop Editing on Calendar Views and Enable Click-and-Create Events on Calendar Views checkboxes. For more information, see Customizing User Interface Settings on page 1667. 3. Click Save. 4. Optionally, define event mini page layouts to include the fields you want users to update in the event edit overlay: a. b. c. d. Click Your Name > Setup > Customize > Activities > Event Page Layouts Select an events page layout name. Click Mini Page Layout. Select which fields to display in the event edit overlay. For more information, see Defining Mini Page Layouts on page 3494. e. Click Save.

Tips on Drag-and-Drop Scheduling

Consider the following for drag-and-drop scheduling: The Open Calendar link only appears at the bottom of list views for accounts, contacts, and leads. Drag-and-drop scheduling is not available for the Console tab, multi-person events, recurring events, accessibility mode, or Connect Offline. List views that include drag-and-drop scheduling may take slightly longer than usual to display. We recommend adding the All Day Event field to the event mini page layout, as that field is not automatically added to event mini page layouts. The All Day Event field allows users to specify whether an event lasts all day. Drag-and-drop scheduling includes enhanced lists; however, you do not need to enable enhanced lists for drag-and-drop scheduling to work. For more information, see Working with Enhanced Lists on page 273. When you drag the bar in between the list and calendar to resize either one, the size is automatically saved for all views in which you use drag-and-drop scheduling. You can resize the list and calendar at any time.

See Also:
Creating Custom List Views

Viewing Tasks
Available in: All Editions except Database.com

Tasks allow you to track the specific actions you plan to perform or have performed, such as making phone calls or sending mail. To view the details of a task, click the task's subject from any of the following locations: The My Tasks section of the Home tab The calendar day view An activities list view The Open Activities related list on an associated record

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The Activity History related list on an associated record

The recurrence icon ( ) identifies tasks that are part of a recurring series. To view the details of the individual task occurrence, select the View Task subtab (located above the task details). To view the details of the entire task series, select the View Series subtab . If your organization has enabled Email-to-Case or On-Demand Email-to-Case, some tasks may be associated with Email-to-Case or On-Demand Email-to-Case emails. Click the link at the top of the task to view the associated email. See Working with Case Emails on page 3357 for more information. If the task is an email that was sent to Salesforce using Email to Salesforce or Salesforce for Outlook, you may see a banner at the top of the email detail page with a link to the My Unresolved Items page. Use this page to assign any unassociated emails to related Salesforce records.

See Also:
Creating Tasks Editing Tasks Closing Tasks Using Your Tasks and Calendar on the Home Page Activity Fields Shared Activities Overview

Creating Tasks
Available in: All Editions except Database.com

User Permissions Needed To create tasks: Edit Tasks

Track the tasks you perform, such as making phone calls or sending email. 1. To create a task click New from the My Tasks section of the Home tab. 2. If you have an option to select a task record type, choose one from the drop-down list and click Continue. Note: When you create a task with a non-default record type and the task is part of a recurring series, Salesforce still applies the default record type to your recurring task. Additionally, any picklist fields associated with the default record type will not display. 3. Enter the task details.
Assigned To. Assigned owner of task. By default, the task is assigned to the creator. To assign the task to another

user, enter a users name, or select a user with the lookup icon. This field is not available in Personal Edition. To assign independent copies of a new task to multiple users, see Creating Group Tasks on page 165. Subject. Subject or short description of the task, for example, Email quote to customer. You can enter a subject, or select from a picklist of previously defined subjects.

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Due Date (optional). Date when the task should be completed. You can enter a date, or choose a date from the calendar

that displays when you put your cursor in the field. Comments (optional). Text note describing the task. Related To (optional). Record that the task is associated with such as an account or opportunity. This field is not available when you associate the task with a lead instead of a contact.
Name (optional). Contact or lead related to the task. You can enter the name of the person or use

to select the name. If you use Shared Activities, you can relate up to 10 contacts to the task. To relate more than one name, click . In the Select Contacts dialog box, type a name in the Search box, and click Find. Use and and deselect names. Use the Make Primary button to select a primary contact. Then, click Done. to select

4. If Spell Checker is enabled for your organization, click Check Spelling to spell-check the contents of the Comments field. Spell Checker does not support all the languages that Salesforce supports. For example, Spell Checker doesnt support Thai, Russian, and double-byte languages, such as Japanese, Korean, or Chinese. 5. To attach files, click Attach File on the Attachments related list. If you dont see this related list, you may need to first ask your administrator to add it to the task page layout. For recurring tasks, the attachment is added to the series of tasks. Each occurrence of the recurring task can also have its own unique set of attachments. Sending a notification email also sends the attachment. 6. Specify the status and priority of the task. 7. Select the Send Notification Email checkbox to send a notification email to the tasks assignee when you save the task. To save the current state of the checkbox as your personal default, select Make this the default setting. 8. For non-Shared Activities tasks, you can create a recurring task. a. Select the Create Recurring Series of Tasks check box. The Due Date field is disabled because not all recurring tasks have the same due dates. b. Select the frequency of recurrence. Note: Depending on the type of series you are creating, the maximum number of occurrences is as follows: Daily: 100 Weekly: 53 Monthly: 60 Yearly: 10

c. Set the start date and end date. Click Calculate max end date to automatically set the maximum end date allowed based on the frequency you selected. 9. Optionally, set a reminder on the task. If youre creating a recurring task, the reminder applies to each occurrence in the task series.

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10. Click Save, Save & New Task or Save & New Event.

See Also:
Using Your Tasks and Calendar on the Home Page Using the Open Activities Related List Viewing Tasks Editing Tasks Setting Reminders on Activities Shared Activities Overview

Creating Group Tasks

Available in: All Editions except Database.com

User Permissions Needed To create tasks: Edit Tasks

You can create a task so that up to 100 users are each assigned an independent copy of the task. For example, you could create a task Submit your expense reports with the appropriate due date and assign it to a team of account executives. This functionality is enabled by default, but your administrator can choose to disable it for your organization. For more information, see Customizing Activity Settings on page 1372. To create a group task: 1. On the New Task page, click the lookup icon ( ) next to the Assigned To field. 2. In the lookup window, select the Multiple Users tab. 3. Users can be organized into various categories such as personal groups, public groups, roles, or territories. In the Search drop-down list, select the appropriate option. 4. Optionally, enter one or more characters in the text box and click Find to perform a search. 5. In the Available Members list, click one or more items to select them. Press CTRL+click to select multiple items individually, or SHIFT+click to select multiple adjacent items at the same time. 6. Click the Add and Remove buttons to move your selections between the lists. 7. When the appropriate choices are in the Selected Members list, click Done. If your selections total more than 100 users, you must reduce your selections before you can proceed. 8. On the New Task page, see your selections display next to the Assigned To field. The total number of tasks you are creating also displays. 9. Continue entering task details such as due date, status, and comments. Note: When a task is assigned to multiple users or a group, the Create Recurring Series of Tasks checkbox is disabled. You cannot create group recurring tasks.

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10. When you save the task, your selected users will be assigned copies of the task. Note that these copies are independent and not linked; they can be edited, transferred, or deleted individually. Tip: Personal groups are a convenient way to organize users into groups that are meaningful to you. For details, see Creating and Editing Groups on page 598.

See Also:
Creating Tasks

Editing Tasks
Available in: All Editions except Database.com

User Permissions Needed To edit tasks: Edit on tasks

1. Click the subject of the task from the My Tasks section of the Home tab. 2. For non-recurring tasks, click Edit. 3. For non-Shared Activities tasks that are part of a recurring series, perform one of the following. To edit an individual task occurrence, click the View Task subtab, and click Edit Task. To edit an entire task series, click the View Series subtab and click Edit Series. Alternatively, click the Edit Series link in the Recurrence section of the detail page. Note: When editing recurring tasks, keep the following in mind. Changes you make to an individual task occurrence are overwritten if the task series is subsequently updated with conflicting information. If you change details in the recurrence section of the series, all open tasks that were part of the series will be deleted and new tasks will be created. Any changes made to individual open tasks that have not yet occurred will be lost.

4. Edit the task fields as needed. Tip: If Shared Activities is enabled, you can click to edit your selected contacts. Use and in the Select Contacts dialog box to add or remove names or use Search to find more names. Make sure to click Done when finished. If Spell Checker is enabled for your organization, click Check Spelling to spell-check the contents of the Comments field. Spell Checker does not support all the languages that Salesforce supports. For example, Spell Checker doesnt support Thai, Russian, and double-byte languages, such as Japanese, Korean, or Chinese.

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Select the Send Notification Email checkbox to send a notification email to the tasks assignee when you save the task. To save the current state of the checkbox as your personal default, select Make this the default setting. You cannot change the status of an entire recurring task series. To change the status, you must edit each occurrence in the recurring series.

5. To attach files, click Attach File on the Attachments related list. If you dont see this related list, you may need to first ask your administrator to add it to the task page layout. For recurring tasks, the attachment is added to the series of tasks. Each occurrence of the recurring task can also have its own unique set of attachments. 6. Click Save.

See Also:
Viewing Tasks Closing Tasks Setting Reminders on Activities Activity Fields Shared Activities Overview

Deleting Recurring Tasks

Available in: All Editions except Database.com

User Permissions Needed To delete recurring tasks: Edit Tasks

To delete a single task occurrence or an entire task series: 1. Click the subject of the task from any of the following locations: The My Tasks section of the Home tab The calendar day view An activities list view The Open Activities related list on an associated record The Activity History related list on an associated record

2. Do one of the following: To delete an individual task occurrence, select the View Task subtab located above the task details, and click Delete Task. To delete a task series, select the View Series subtab, click Delete Series and click OK to confirm the deletion.

Deleted tasks are moved to the Recycle Bin.

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Note: When you delete a task series: Closed task occurrences are not deleted. Only future task occurrences are placed in the Recycle Bin. To restore a series from the Recycle Bin, you must restore each task occurrence. Salesforce restores series and occurrence-specific task details.

See Also:
Creating Tasks Editing Tasks Viewing Tasks

Closing Tasks
Available in: All Editions except Database.com

User Permissions Needed To edit tasks: Edit Tasks

To close tasks: 1. On the My Tasks section of the Home tab or on the My Tasks section of the calendar day view, click X next to the appropriate task. Alternatively, in the Open Activities related list on an associated record, click Cls next to the appropriate task. To close all tasks in a recurring series, you must close each occurrence separately. 2. Click Save to accept the changed Status value. 3. Click Save. The closed task displays in the Activity History related list of the associated record. Note: By default, the status changes to Completed when you click X or Cls. However, if your administrator has customized the task status picklist, then the value changes to the first value for which the Closed checkbox is selected according to the current order of picklist values. For example, if your administrator has customized the task status picklist values so that both Completed and Deferred are defined as Closed and Deferred is above Completed in the current order of picklist values, then clicking X or Cls sets the status value to Deferred.

See Also:
Viewing Tasks Editing Tasks Using the Activity History Related List Shared Activities Overview

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About Cloud Scheduler

About Cloud Scheduler

Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

User Permissions Needed To request a meeting: Edit Events AND Send Email

Watch a Demo (2:37 minutes) Note: Cloud Scheduler isn't supported in Microsoft Internet Explorer version 6.0.

When you use Cloud Scheduler to request a meeting with a contact, lead, person account, or other Salesforce user, Salesforce creates a unique Web page for your meeting that displays the proposed meeting times. When invitees visit the page, they select the times that work for them, and send you a reply. Salesforce tracks all the responses so you can pick the best time to meet when you confirm the meeting. The following sections provide an overview of how to request a meeting using Cloud Scheduler. Step 1: You Request a Meeting and Propose Meeting Times Go to either the Calendar section on the Home tab or the Open Activities related list on the detail page of the contact, lead, or person account you want to request a meeting with. Click New Meeting Request to open the Meeting Request page.

1. Click To to invite other Salesforce users, leads, contacts, or person accounts to the meeting. 2. Click in the calendar to propose up to five meeting times, or let Salesforce propose times for you.

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Step 2: Invitees Pick the Times They Can Meet Salesforce emails a meeting request to the invitees so they can pick the times they are available.

1. In the meeting request, invitees click Respond to This Request to open your meeting's Web page. 2. On the meeting Web page, invitees pick the proposed times that work for them and send you a reply. Step 3: You Confirm the Meeting Salesforce keeps track of all the responses so you can see when each invitee is available. You then select the best time to meet and confirm the meeting.

See Also:
Shared Activities Overview

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Requesting a Meeting Using Cloud Scheduler

Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

User Permissions Needed To request a meeting: Edit Events AND Send Email

Watch a Demo (2:37 minutes) Note: Cloud Scheduler isn't supported in Microsoft Internet Explorer version 6.0.

Before you use Cloud Scheduler to request a meeting with a contact, lead, person account, or other Salesforce user, consider these tips: You must have at least read access to the contacts, leads, and person accounts that you request a meeting with. Each invitee must have an email address specified in their record so Salesforce can send them a meeting request. You can invite up to 50 people to a meeting. Invitees can consist of only contacts, leads, or person accounts, only other Salesforce users, or a mix of both. We recommend you install Salesforce for Outlook, Connect for Outlook, or Connect for Lotus Notes so you can sync your calendar events between Salesforce and Outlook or Lotus Notes. When proposing meeting times, it's helpful to have your Salesforce calendar up-to-date so you can see your free and busy times. To request a meeting: 1. Go to either the Calendar section on the Home tab or the Open Activities related list on the detail page of the contact, lead, or person account you want to invite to a meeting. 2. Click New Meeting Request. If this button doesn't display in the Calendar on the Home tab or on the Open Activities related list, ask your Salesforce administrator to add it. 3. Click To to invite other Salesforce users, leads, contacts, or person accounts to the meeting. a. Select the type of invitee from the drop-down list. person accounts are returned in contact searches and can be added as invitees. b. Enter a name or part of a name in the text field, or leave the field blank to expand the search. c. Click Go!. d. In the Search Results area, select the boxes next to the people you want to invite and click Insert Selected. To add more invitees, perform a new search and select more people as needed. If there's a warning icon ( ) next to a person's

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name, you can't invite them to the meeting because they don't have an email address specified in their record. Once you add an email address to their record, you can invite them to meetings. e. Click Done. f. To remove someone you just invited, click x next to their name in the To field. You can remove all invitees unless you requested the meeting from an Open Activities related list. In that case, the first contact, lead or person account in the To field can't be removed. 4. Enter a subject and location. If you requested the meeting from an Open Activities related list, the default subject is a combination of the account name for the lead or contact and the company name specified in your personal information. For example, if you're meeting with a contact from the Sterling company and you work for ACME, the default subject is Sterling and ACME. The default location is always To be determined. 5. Select one of these tabs: I propose meeting timesPropose up to five meeting times by picking times in the calendar. See Tips for Proposing Meeting Times on page 173. Let Salesforce propose meeting timesChoose the duration and time frame of the meeting and let Salesforce propose up to five meeting times for you. See Tips for Letting Salesforce Propose Meeting Times on page 174.

6. Click Next. 7. Write a message to the invitees, and click Send. Note the following: Your email signature is automatically added to your message. After you click Send, Salesforce emails a meeting request to the invitees. In the meeting request, invitees click Respond to This Request to open your meeting's Web page. On the meeting Web page, invitees pick the proposed times that work for them and send you a reply. Your meeting's Web page displays all messages between you and the invitees. This includes messages that invitees write when responding to your request. If you requested the meeting from an Open Activities related list, the meeting appears on the detail page for that contact or lead only. It doesn't appear on the Open Activities related list for any other invitee. For example, if you requested a meeting with Jane Smith from her contact detail page and then clicked the To field to invite John Doe, the requested meeting only appears on the Open Activities related list for Jane Smith and not John Doe. If you requested the meeting from the Calendar section on the Home tab, the meeting doesn't appear on the Open Activities related list for either Jane Smith or John Doe.

After you send your meeting request, wait for the invitees to reply with the times they can meet. Then confirm the meeting by selecting a final meeting time.

See Also:
About Cloud Scheduler Canceling a Requested Meeting Rescheduling a Requested Meeting Adding and Removing Invitees from a Requested Meeting

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Tips for Proposing Meeting Times

Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

User Permissions Needed To request a meeting: Edit Events AND Send Email

Note: Cloud Scheduler isn't supported in Microsoft Internet Explorer version 6.0.

When you request a meeting using Cloud Scheduler, you can either propose meeting times or let Salesforce propose times for you. When you propose meeting times: Proposed times aren't saved to your Salesforce calendar. The meeting only appears in your calendar after you confirm the meeting. When the invitees view your meeting request, the proposed times are shown in your time zone. Proposed times aren't shown in the invitees' time zones. You can't propose a time that occurs in the past (before the black line in the calendar). The calendar's shaded areas show when you and the other invited Salesforce users are busy based on your Salesforce calendars. Darker shades show when multiple Salesforce users are busy at the same time. Use the Duration field to change the length of your meeting. To remove a time you proposed, hover over the proposed time and click x.

See Also:
About Cloud Scheduler Tips for Letting Salesforce Propose Meeting Times

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Tips for Letting Salesforce Propose Meeting Times

Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

User Permissions Needed To request a meeting: Edit Events AND Send Email

Note: Cloud Scheduler isn't supported in Microsoft Internet Explorer version 6.0.

When you request a meeting using Cloud Scheduler, you can either propose meeting times or let Salesforce propose times for you. One of the benefits of letting Salesforce propose meeting times happens when there's a long delay between the time you send the meeting request and when the first invitee views it. For example, if you request a meeting with a contact on a Monday and that contact doesn't view your request until Thursday, Salesforce proposes times from Thursday forward instead of when the meeting request was sent. When Salesforce proposes meeting times: You won't know which times are proposed until after you send the meeting request. Once the first invitee views your request, Salesforce checks the calendars of all Salesforce users invited to the meeting and proposes meeting times based on their availability. Salesforce tries not to propose the same times that invitees have already selected for other unconfirmed meetings. For example, if you request a meeting for the next five business days and your invitees respond that they can meet on Tuesday and Wednesday from 2:00 to 3:00 p.m., and then you request another meeting for the same time frame, Salesforce won't propose times for Tuesday and Wednesday from 2:00 to 3:00 p.m. unless your calendar is completely booked with confirmed meetings and other events. By default, Salesforce proposes meeting times between 9:00 a.m. and 5:00 p.m. in your time zone. However, if you have changed the Start of day and End of day fields in your Personal Information Settings page, Salesforce uses those settings instead. Note: If you don't want to meet at a specific time of day (like your lunch hour), schedule a recurring event in your Salesforce calender to block out that time. The following table describes the settings that control how Salesforce proposes meeting times. Field
Duration

Description The length of your meeting.

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Field
Time Frame

Description How far in advance Salesforce proposes meeting times: Next 5 Business Days/Next 10 Business DaysSalesforce tries to spread out the proposed times over the specified time frame. For example, if your time frame is Next 5 Business Days and the first invitee views the request on a Monday, Salesforce tries to propose a time for each day of that week. If some of your days are booked, Salesforce condenses the proposed times into fewer days. Business days exclude Saturdays and Sundays. WheneverSalesforce tries to propose five meeting times over the next five business days, and if it can't propose enough times, it extends the range over the next 10 business days. If Salesforce still can't find five times to propose, it looks for available times over the next four weeks. When you select this option, some of the times Salesforce proposes could be seven weeks away (5 business days + 10 business days + 20 business days = 7 weeks).

See Also:
About Cloud Scheduler Tips for Proposing Meeting Times

Confirming a Requested Meeting

Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

User Permissions Needed To confirm a meeting: Edit Events AND Send Email

Note: Cloud Scheduler isn't supported in Microsoft Internet Explorer version 6.0.

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After you use Cloud Scheduler to request a meeting, wait for the invitees to reply with the times they can meet. When this happens, you receive an email notification, and the meeting in Salesforce is automatically updated with the times the invitees selected. You can then choose the best time to meet and confirm the meeting. The meeting confirmation page displays as read-only to users without the Edit Events permission and users without the Edit permission on the contact or lead record associated with a proposed meeting. To confirm a meeting: 1. Open your meeting using one of these methods: From the Calendar section on the Home tab, click the Requested Meetings subtab and then click the subject of your meeting. If the Requested Meetings subtab doesn't display on the Calendar section, ask your administrator to add it. If you requested the meeting from the Open Activities related list for that contact, lead, or person account, click the subject of your meeting in the related list. From the email notification that you received when an invitee responded to your meeting request, click View Response and Schedule Meeting.

2. Select a time, and click Confirm. The Confirm button displays after you select a meeting time. If you don't select a time, the Send Update button displays instead so you can send the invitees a message without confirming a meeting time. Use the following tools to help you pick a time: Green check marks show when each invitee can meet. Free shows when you are available based on your Salesforce calendar. If none of the times work for the invitees, reschedule the meeting to propose new times.

3. Optionally, enter a message to the invitee. 4. Click Send to confirm the meeting. Salesforce then: Emails the invitees with the final date and time of the meeting. Converts the requested meeting to a new multi-person event. The last message you sent to the invitees appears in the event's Description field, but all other messages between you and the invitees aren't saved. This event appears in the Calendar section on the Home tab. If you requested the meeting from an Open Activities related list, the event also appears in the Open Activities related list for that contact, lead, or person account. Note: If your administrator added required fields to events, you're prompted to update those fields before the meeting is converted to an event.

See Also:
Canceling a Requested Meeting About Cloud Scheduler

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Canceling a Requested Meeting

Canceling a Requested Meeting

Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

User Permissions Needed To cancel a meeting: Edit Events AND Send Email

Note: Cloud Scheduler isn't supported in Microsoft Internet Explorer version 6.0.

If you requested a meeting that hasn't been confirmed, you can cancel the meeting and Salesforce automatically sends a cancellation notice to the invitees. However, if you confirmed the meeting then it has been converted to an event that you can delete like all other activities. To cancel a requested meeting: 1. Open your meeting using one of these methods: From the Calendar section on the Home tab, click the Requested Meetings subtab and then click the subject of your meeting. If the Requested Meetings subtab doesn't display on the Calendar section, ask your administrator to add it. If you requested the meeting from the Open Activities related list for that contact, lead, or person account, click the subject of your meeting in the related list. From the email notification that you received when an invitee responded to your meeting request, click View Response and Schedule Meeting.

2. Click Cancel Meeting. You can also click Del next to the meeting from the Open Activities related list. Note: If Close is the only button on the page, you don't have permission to modify the requested meeting. Either ask the organizer to change the meeting details for you, or contact your Salesforce administrator to grant you the required permissions. 3. Click OK to confirm the cancellation.

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Salesforce emails a meeting cancellation to all invitees. Canceled meetings are permanently removed and aren't stored in the Recycle Bin.

See Also:
Requesting a Meeting Using Cloud Scheduler Confirming a Requested Meeting Deleting Activities About Cloud Scheduler Adding and Removing Invitees from a Requested Meeting

Rescheduling a Requested Meeting

Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

User Permissions Needed To reschedule a meeting: Edit Events AND Send Email

Note: Cloud Scheduler isn't supported in Microsoft Internet Explorer version 6.0.

If you used Cloud Scheduler to request a meeting that hasn't been confirmed, you can reschedule it and propose new times. However, you can't propose new times for a confirmed meeting because it's been converted to an event. To reschedule an event, edit the event to change its date and send an update to the invitees. To reschedule a requested meeting: 1. Open your meeting using one of these methods: From the Calendar section on the Home tab, click the Requested Meetings subtab and then click the subject of your meeting. If the Requested Meetings subtab doesn't display on the Calendar section, ask your administrator to add it. If you requested the meeting from the Open Activities related list for that contact, lead, or person account, click the subject of your meeting in the related list. From the email notification that you received when an invitee responded to your meeting request, click View Response and Schedule Meeting.

2. Click Reschedule and propose new times. Once the invitees reply to your updated request, you can confirm the meeting.

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Note: If Close is the only button on the page, you don't have permission to modify the requested meeting. Either ask the organizer to change the meeting details for you, or contact your Salesforce administrator to grant you the required permissions.

See Also:
Requesting a Meeting Using Cloud Scheduler Confirming a Requested Meeting Canceling a Requested Meeting Adding and Removing Invitees from a Requested Meeting About Cloud Scheduler

Adding and Removing Invitees from a Requested Meeting

Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

User Permissions Needed To add and remove invitees from a requested meeting: Edit Events AND Send Email

Note: Cloud Scheduler isn't supported in Microsoft Internet Explorer version 6.0.

If you requested a meeting that hasn't been confirmed, you can add and remove invitees at any time. Confirmed meetings are converted to multi-person events. You can edit multi-person events to add and remove invitees. To add or remove invitees from a requested meeting: 1. Open your meeting using one of these methods: From the Calendar section on the Home tab, click the Requested Meetings subtab and then click the subject of your meeting. If the Requested Meetings subtab doesn't display on the Calendar section, ask your administrator to add it. If you requested the meeting from the Open Activities related list for that contact, lead, or person account, click the subject of your meeting in the related list. From the email notification that you received when an invitee responded to your meeting request, click View Response and Schedule Meeting.

2. Do either of the following: Click To to invite other Salesforce users, leads, contacts, or person accounts to the meeting. Click x next to an invitee's name to remove them from the meeting.

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Contacts Overview

You can remove all invitees unless you requested the meeting from an Open Activities related list. In that case, the first contact, lead or person account in the To field can't be removed. The calendar automatically updates based on the Salesforce users you added or removed from the meeting. Note: If Close is the only button on the page, you don't have permission to modify the requested meeting. Either ask the organizer to change the meeting details for you, or contact your Salesforce administrator to grant you the required permissions. 3. Click Send Update. 4. Enter a message. For example, you might want to inform your invitees who you're adding or removing from the meeting. 5. Click one of the following: Send to All InviteesSends an update to all existing and added invitees and a cancellation notice to removed invitees. Send Only to Changed InviteesSends an update to added invitees and a cancellation notice to removed invitees.

See Also:
Requesting a Meeting Using Cloud Scheduler Canceling a Requested Meeting Confirming a Requested Meeting Rescheduling a Requested Meeting About Cloud Scheduler

CONTACTS
Contacts Overview
Available in: All Editions except Database.com

Contacts are the people associated with your business accounts that you need to track in Salesforce. For each contact, you can store various kinds of information, such as phone numbers, addresses, titles, and roles in a deal. The Contacts tab lets you quickly create and locate contacts, as well as sort and filter contacts using standard and custom list views. And you can use this tab to view and edit detailed information for each contact you have access to.

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You can also enhance your traditional contact data with your customers social information. With the Social Accounts and Contacts feature, you can see your contacts social network profiles and other social data directly in Salesforce. Easy access to this information helps you know your customers better, so you can solve their problems and build stronger relationships.

See Also:
Contacts Home Social Accounts, Contacts, and Leads Overview Accounts Overview Resolving Your Synced Outlook Contacts

Social Accounts, Contacts, and Leads Overview

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions Contacts available in: All Editions except Database.com Leads available in: Group, Professional, Enterprise, Unlimited, and Developer Editions

The Social Accounts and Contacts feature lets you view social network profiles and other social information for your accounts, contacts, and leads, directly in Salesforce. Easy access to this information provides your sales users with social sales intelligence that they can use to better meet existing and potential customers needs. The Social Accounts and Contacts feature is enabled by default for organizations created after the Spring 12 release. For existing organizations, the administrator must enable Social Accounts and Contacts. Note: In the online help and other Salesforce documentation, the word account by itself always refers to both business accounts and person accounts. The terms business account and person account are used when there are differences between the two kinds of accounts. You can see social information from several social networks. Social Network Facebook Information Displayed in Salesforce Supported Records

Facebook gives you a more personal view of your existing and potential Accounts customers and helps you find common interests. For contacts, leads, and Contacts person accounts, you can see profiles, status updates, and the number of mutual friends you share. For business accounts, you can view your customers Leads corporate social media presence, including their company profile and wall posts. Klout is a third-party service that analyzes people's influence across social Accounts networks, including Twitter, Facebook, and LinkedIn. Use Klout to see Contacts

Klout

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Social Network

Information Displayed in Salesforce

Supported Records

your accounts', contacts', and leads' influence on social media, who they influence, who influences them, and the topics they talk about. LinkedIn

Leads

LinkedIn is useful for staying up to date on your contacts', leads', and person Contacts accounts' professional personas. You can see profile photos, current titles Leads and companies, and locations. Person Accounts Twitter is a great way to see the public personas of your existing and Accounts potential customers and learn what's on their minds. You can see bios, recent Contacts tweets, and the people who are following and being followed by your Leads accounts, contacts, and leads. YouTube helps you find and view videos related to your accounts, contacts, Accounts and leads. Contacts Leads

Twitter

YouTube

Additional social networks may be available in future updates. Important: The Social Accounts and Contacts feature uses Facebook, Klout, LinkedIn, Twitter, and YouTube public APIs to display social information in Salesforce. Because these social networks have the option of modifying or terminating access to their APIs at any time, salesforce.com cant guarantee the future availability of this feature or any of its functionality, including access to the data that is currently provided or to any particular social network as a whole. To get started with Social Accounts and Contacts, simply sign in to your social network accounts from any account, contact, or lead detail page. This creates private connections between Salesforce and your social network accounts, allowing you to see external social profiles in Salesforce. Then youre ready to take your customer insights to the next level by linking your accounts, contacts, and leads social profiles to their Salesforce records. Once you link a profile to a record, that social data is available to you and everyone else in your organization, without having to log in to other sites. The details that each Salesforce user can see depends on their connection level with the account, contact, or lead, as well as the privacy settings for the profile. Regardless of how much detail is visible, the information that Salesforce displays is always current. Click the social network icons in the header on account, contact, and lead detail pages to display the Social Accounts and Contacts viewer. If no icons are visible, Social Accounts and Contacts is disabled for your organization. If a social network

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icon is missing, that service may be turned off. Contact your administrator if you'd like to use this feature or want access to a social network that isn't currently available.

See Also:
Security and Privacy When Using Social Accounts and Contacts Enabling and Configuring Social Accounts and Contacts Using Social Accounts Security and Privacy When Using Social Accounts and Contacts Enabling and Configuring Social Accounts and Contacts Using Social Contacts Security and Privacy When Using Social Accounts and Contacts Enabling and Configuring Social Accounts and Contacts Using Social Leads

Security and Privacy When Using Social Accounts and Contacts

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions Contacts available in: All Editions except Database.com Leads available in: Group, Professional, Enterprise, Unlimited, and Developer Editions

Social Accounts and Contacts is secure and private. Here's an overview of its security and privacy features: Salesforce uses the trusted OAuth protocol when you sign in to your Facebook, LinkedIn, or Twitter accounts, so your login credentials aren't exposed to Salesforce. Salesforce doesn't import or store social information. Each time you select a contact's social profile or YouTube video, Salesforce retrieves the information directly from the corresponding social network and simply displays it. The information that you see is read-only and can't be modified. You can't import or store social data in Salesforce records. This ensures that you always see current details when viewing your accounts', contacts', and leads' social information. The details that are visible to you when you view a Facebook, LinkedIn, or Twitter profile are determined by the connection that you have with the account, contact, or lead, as well as privacy settings. Typically you see the same information as you would when viewing the profile while logged in directly to the social network. Some of your customers, however, may have privacy settings that restrict the visibility of some or all of their profile details outside the network. In those cases, you see very few, if any, profile details in Salesforce. Your view of a Facebook, LinkedIn, or Twitter profile is not shared with anyone else in your organization. Other Salesforce users must sign in to their own social network accounts to use Social Accounts and Contacts and the profile details that are visible depend on each user's connection level with the account, contact, or lead, as well as their privacy settings. None of your Facebook, LinkedIn, or Twitter profile information is stored in Salesforce, nor does Salesforce post anything about you or your activities to your social network accounts. Accounts, contacts, and leads aren't notified when you view their social network profiles using the Social Accounts and Contacts feature.

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Contacts Home

Important: The Social Accounts and Contacts feature uses Facebook, Klout, LinkedIn, Twitter, and YouTube public APIs to display social information in Salesforce. Because these social networks have the option of modifying or terminating access to their APIs at any time, salesforce.com cant guarantee the future availability of this feature or any of its functionality, including access to the data that is currently provided or to any particular social network as a whole.

See Also:
Social Accounts, Contacts, and Leads Overview Using Social Accounts Social Accounts, Contacts, and Leads Overview Using Social Contacts Social Accounts, Contacts, and Leads Overview Using Social Leads

Contacts Home
Available in: All Editions except Database.com

User Permissions Needed To view Contacts tab: To view contacts: To create contacts: Read on contacts Read on contacts Create on contacts

Clicking on the Contacts tab displays the contacts home page. In the View section, select a list view from the drop-down list to go directly to that list page, or click Create New View to define your own custom view. In the Recent Contacts section, select an item from the drop-down list to display a brief list of the top contacts matching that criteria. From the list, you can click any contact name to go directly to the contact detail. Toggle the Show 25 items and Show 10 items links to change the number of items that display. The fields you see are determined by the Contacts Tab search layout defined by your administrator and by your field-level security settings (available in Enterprise, Unlimited, and Developer Editions only). The Recent Contacts choices are: Recent Contacts Choice Recently Viewed Description The last ten or twenty-five contacts you viewed, with the most recently viewed contact listed first. This list is derived from your recent items and includes records owned by you and other users.

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Recent Contacts Choice Recently Created

Description The last ten or twenty-five contacts you created, with the most recently created contact listed first. This list only includes records owned by you. The last ten or twenty-five contacts you updated, with the most recently updated contact listed first. This list only includes records owned by you.

Recently Modified

Under Quick Create, fill in the fields to add a new contact. Alternatively, click New next to the Recent Contacts section to create a new contact. Under Reports, click any report name to jump to that report. Select any of the links under Tools to manage your contacts. If you sync contacts from Outlook using Salesforce for Outlook, you may see a banner at the top of your Contacts home page that links to a list of your unresolved contacts. These are synced Outlook contacts that still need to be assigned to Salesforce accounts. Person accounts appear in contact list views but not the Recent Contacts list on the Contacts home page.

See Also:
Contacts Overview Using Contacts Creating Contacts Deleting Contacts Creating Custom List Views Resolving Your Synced Outlook Contacts

Viewing Contact Lists

Available in: All Editions except Database.com

User Permissions Needed To view contacts: To create contacts: Read on contacts Create on contacts

The contacts list page displays a list of contacts in your current view. To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit. Click a contact name to view the detail. Click Edit or Del to edit or delete the contact. If Chatter is enabled, click or to follow or stop following a contact in your Chatter feed.

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If Chatter is enabled, click Chatter in the top-right corner to see feed updates for the list view. Click List to toggle back to the list view. Click New Contact or select Contact from the Create New drop-down list in the sidebar to create a contact. To add contacts to an existing campaign, select the box next to one or more contacts, and then click Add to Campaign. Alternatively, select the box in the column header to select all displayed records, then click Add to Campaign. Click the Open Calendar link at the bottom of the page to display a weekly view of a calendar underneath the list. Then, you can drag a record from the list to a time slot on the calendar to quickly create an event associated with the record. Note that your administrator controls the availability of drag-and-drop scheduling.

Working with Person Accounts

Person accounts appear in contact list views but not the Recent Contacts list on the Contacts home page. When you select a person account name on a contact list view, the corresponding person account appears on the Accounts tab. To visually differentiate contacts from person accounts in contact list views, add the Is Person Account icon as a column; see Creating Custom List Views on page 270. Person accounts do not have contacts. Note: In most situations, you can use person accounts as if they were contacts. You can include them in all contact list views except on the contacts home page. For more information, see What is a Person Account? on page 68.

Sorting List Views

Click any column heading to sort in ascending or descending order using that columns information. At the top of the list, click a letter to display the contents of the sorted column that begin with that character. Note: Professional, Enterprise, Unlimited, and Developer Edition organizations can grant access to contacts beyond what the sharing model allows. See Sharing Contacts on page 213. Contacts that are not linked to an account are always private, regardless of your organizations sharing model. Only the owner of the contact and administrators can view it. Sharing rules and workflow rules do not apply to private contacts. If your organization uses divisions, private contacts always belong to the global division.

See Also:
Customizing User Interface Settings Working with Enhanced Lists Using Inline Editing in Lists Printing List Views Finding Out if Your Partners Use Salesforce

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Using Contacts

Using Contacts
Available in: All Editions Database.com

User Permissions Needed To view contacts: To edit contacts: Read on contacts Edit on contacts

To edit accounts on contacts enabled to use a Customer Portal: Edit on contacts AND Edit Self-Service To edit accounts on contacts enabled to use a partner portal: Edit on contacts AND Manage Partners To view person accounts: To edit person accounts: Read on accounts and contacts Edit on accounts and contacts

Contacts are the individuals associated with your accounts. View and edit contact details (for example, the account name) Use Social Accounts and Contacts to view your contacts social network profiles, see their level of influence in social media, and watch related YouTube videos. Find contact-related information (for example, opportunities) Find and add contacts from Data.com Find and add Data.com contacts for a specific account Clean contact records with Data.com Clean. on page 2726 View contact updates and comments (Chatter) Give Customer Portal users access to a contact Enable a contact as a partner portal user Enabling Partner Super User Access Troubleshoot partner portal user issues

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Viewing and Editing Contact Details

Enable a contact as a Self-Service portal user

See Also:
Contact Fields Creating Contacts Social Accounts, Contacts, and Leads Overview Data.com Product Suite Overview Cloning Contacts Sharing Contacts Merging Duplicate Contacts

Viewing and Editing Contact Details

Available in: All Editions Database.com

User Permissions Needed To view contacts: To edit contacts: Read on contacts Edit on contacts

To edit accounts on contacts enabled to use a Customer Portal: Edit on contacts AND Edit Self-Service To edit accounts on contacts enabled to use a partner portal: Edit on contacts AND Manage Partners To view person accounts: To edit person accounts: Read on accounts and contacts Edit on accounts and contacts

Once you have located a contact on the Contacts home or list pages, click the contact name to display detailed information. Use inline editing to edit fields directly on the detail page. If inline editing isn't enabled, contact your administrator. To display the page in edit mode, click Edit, make your changes, and click Save. To save the current contact and create another one, click Save & New. To open a printable display of the record details, in the top-right corner of the page, click Printable View.

Changing the Account for Contacts

If you change the Account Name field:

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Cases and opportunities associated with the contact remain associated with the previous account and do not roll up to the new account. New cases and opportunities created for the contact are associated with the new account.

There are additional considerations for contacts enabled for portals.

See Also:
Contact Fields Sending Stay-in-Touch Requests

Using Social Contacts

Available in: All Editions except Database.com

When using Social Accounts and Contacts for contacts, you can: Sign in to your social network accounts from any contact detail page. Find your customers Facebook, LinkedIn, and Twitter profiles and link them to their contact records, so you can view this information from contact detail pages. Find YouTube videos related to your contacts and play them from contact detail pages. See your contacts Klout information from contact detail pages. Modify default search criteria if youre having trouble locating a contacts social information. Configure your Social Accounts and Contacts settings so the Social Accounts and Contacts viewer only shows the social networks that you want to use.

See Also:
Social Accounts, Contacts, and Leads Overview Enabling and Configuring Social Accounts and Contacts

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Signing in to Your Social Network Accounts from Contact Detail Pages

Signing in to Your Social Network Accounts from Contact Detail Pages

Available in: All Editions except Database.com

User Permissions Needed To sign in to your social network accounts from contact detail Read on contacts pages:

To get started using Social Accounts and Contacts, you first need to sign in to your social network accounts from any account, contact, or lead detail page. This creates private connections between Salesforce and your social network accounts, allowing you to see external social profiles in Salesforce. These connections persist in future Salesforce sessions so you don't have to sign in to your social network accounts again unless you sign out in the Social Accounts and Contacts viewer. Note: You can see YouTube videos without doing these steps. The Klout service is only available when youre signed in to your Twitter account.. To sign in to your social network accounts from a contact detail page: 1. On the Contacts home page or in a Contacts list view, click a contact's name to display the detail page. You can sign in from any contact's detail page that you have permission to read. 2. In the header on the detail page, click a social network icon ( ). 3. Click the Sign in button on the Social Accounts and Contacts viewer. 4. Enter your social network account credentials and authorize Salesforce to access your account. Your Salesforce account and social network account are now connected. Repeat these steps to create connections for your other social network accounts.

See Also:
Using Social Contacts Social Accounts, Contacts, and Leads Overview

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Viewing Your Contacts' Social Network Profiles

Viewing Your Contacts' Social Network Profiles

Available in: All Editions except Database.com

User Permissions Needed To find and link social network profiles to contact records: To view a contact's social network profiles: Edit on contacts Read on contacts

Once you have signed in to your social network accounts from Salesforce, you can use Social Accounts and Contacts to find your customers' Facebook, LinkedIn, and Twitter profiles and link them to their contact records. Then you can view this information directly from contact detail pages in Salesforce. 1. On the Contacts home page or in a Contacts list view, click a contact's name to display the detail page. 2. In the header on the detail page, click a social network icon ( ). 3. If a social network profile hasn't been associated with the contact yet, Salesforce automatically searches for profiles that match the name on the contact record. Click the correct profile in the search results displayed on the Social Accounts and Contacts viewer. Tip: If the default search doesn't find the correct profile, search again using different search terms.

The profile that you select is linked to the Salesforce record, so other Salesforce users who access the record can also view the profile. 4. View the social information that your contact is sharing with you. Note: Depending on the contact's privacy settings, as well as the permissions set by the contact's friends or connections, you may not see as much information as you would if logged directly into your social network account. 5. You can also: Click Show Photo in Salesforce to display the contact's profile picture on the contact detail page. Click View Full Profile to see the contact's complete social network profile directly in the social network. Click Find Different Profile to change the social network profile that is linked to the contact record. Click Sign Out to close the private connection between Salesforce and your social network account. When you do this, you're unable to see your contacts' social network profiles until you sign in again.

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Viewing YouTube Videos about Your Contacts

Repeat these steps to find and view the contact's other social network profiles. You can use the tabs on the Social Accounts and Contacts viewer to easily switch between the different social networks.

See Also:
Using Social Contacts Viewing YouTube Videos about Your Contacts Viewing Your Contacts' Klout Information Social Accounts, Contacts, and Leads Overview

Viewing YouTube Videos about Your Contacts

Available in: All Editions except Database.com

User Permissions Needed To find and view YouTube videos related to contacts: Read on contacts

You can use Social Accounts and Contacts to find YouTube videos related to your contacts and play them from contact detail pages in Salesforce. 1. On the Contacts home page or in a Contacts list view, click a contact's name to display the detail page. 2. In the header on the detail page, click the YouTube icon ( ). 3. In the YouTube search results, click the video that you want to watch. Tip: If the default search doesn't find videos for the correct person, search again using different search terms.

4. The YouTube player opens in the Social Accounts and Contacts viewer and the video begins playing.

See Also:
Using Social Contacts Viewing Your Contacts' Social Network Profiles Viewing Your Contacts' Klout Information Social Accounts, Contacts, and Leads Overview

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Viewing Your Contacts' Klout Information

Viewing Your Contacts' Klout Information

Available in: All Editions except Database.com

User Permissions Needed To view a contact's Klout information: Read on contacts

You can use Social Accounts and Contacts to see your contacts Klout information, directly from contact detail pages in Salesforce. Note: The Klout service is dependent on Twitteran administrator must enable Twitter in your organizations Social Accounts and Contacts settings and you must be signed in to your Twitter account. You dont need a Klout account, or have to be signed in to your Klout account, to see Klout information in Salesforce. Before Klout information is available for a contact, you or someone else in your organization needs to associate a Twitter profile with the contact record. To see Klout information for a contact: 1. On the Contacts home page or in a Contacts list view, click a contact's name to display the detail page. 2. In the header on the detail page, click the Klout icon ( ). 3. View the contacts Klout information.

See Also:
Using Social Contacts Viewing Your Contacts' Social Network Profiles Viewing YouTube Videos about Your Contacts Social Accounts, Contacts, and Leads Overview

Tips for Finding Your Contacts' Social Information

Available in: All Editions except Database.com

When you want to associate a social network profile with a contacteither for the first time or if youre switching to a different profile using the Find Different Profile buttonthe Social Accounts and Contacts feature searches for profiles that match the Name field on the contact record. If you're looking for a LinkedIn profile, the search also matches against the Account Name field. Similarly, when looking for YouTube videos that are related to a contact, the default search criteria is determined by the Name field.

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Configuring Your Social Accounts and Contacts Settings

Here are some tips if youre having trouble finding a contacts social information. If the default search can't locate your contact's social network profile or YouTube videos related to the account, enter different keywords in the search box on the Social Accounts and Contacts viewer and click Search. The name on the contact record may be different from your contacts social network user name or the name used in YouTube video keyword tags. Try different variations of the contact's name; for example, search for Maddie Rigsby instead of Madison Rigsby. For LinkedIn profile searches, the account name on the contact record may not exactly match the company name in the contact's LinkedIn profile. Try different versions of the account name, such as Universal Paper or Universal Paper, Incorporated instead of Universal Paper, Inc.

If you still can't find the correct profile, the contact may not have an account in the social network or the contact's privacy settings may be blocking you from finding their profile in a search. If your YouTube searches are still unsuccessful, the contact may not be featured in any videos shared on YouTube.

See Also:
Using Social Contacts Social Accounts, Contacts, and Leads Overview

Configuring Your Social Accounts and Contacts Settings

Business accounts available in: All Editions except Database.com Person accounts available in: Enterprise, Unlimited, and Developer Editions Contacts available in: All Editions except Database.com Leads available in: Group, Professional, Enterprise, Unlimited, and Developer Editions

If the Social Accounts and Contacts feature is enabled for your organization, you can turn off social networks that you don't want to use. You can also turn off the Social Accounts and Contacts feature, if needed. 1. Click Your Name > Setup > My Social Accounts and Contacts > Settings. 2. Click Change your Social Accounts and Contacts settings. 3. Customize Social Accounts and Contacts so it works the way you want it to. Select the social networks that you want to use. Deselect any of the services that you don't want to use. Deselect Use Social Accounts and Contacts to turn off the Social Accounts and Contacts feature entirely. Select this checkbox to turn the feature back on if you change your mind.

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Contact History

4. Click Save.

See Also:
Social Accounts, Contacts, and Leads Overview Security and Privacy When Using Social Accounts and Contacts Using Social Accounts Social Accounts, Contacts, and Leads Overview Security and Privacy When Using Social Accounts and Contacts Using Social Contacts Social Accounts, Contacts, and Leads Overview Security and Privacy When Using Social Accounts and Contacts Using Social Leads

Contact History
Available in: All Editions except Database.com

User Permissions Needed To view contacts: Read on contacts

The Contact History related list of a contact detail page tracks the changes to the contact. Any time a user modifies any of the standard or custom fields whose history is set to be tracked on the contact, a new entry is added to the Contact History related list. All entries include the date, time, nature of the change, and who made the change. Modifications to the related lists on the contact are not tracked in the contact history. For information about setting up which fields are tracked, see Tracking Field History for Standard Objects on page 1120.

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Finding Contact-Related Information (Related Lists)

Finding Contact-Related Information (Related Lists)

Available in: All Editions Database.com

User Permissions Needed To view contacts: To edit contacts: Read on contacts Edit on contacts

To edit accounts on contacts enabled to use a Customer Portal: Edit on contacts AND Edit Self-Service To edit accounts on contacts enabled to use a partner portal: Edit on contacts AND Manage Partners To view person accounts: To edit person accounts: Read on accounts and contacts Edit on accounts and contacts

Related lists, such as opportunities, display information related to a contact. Hover over the links at the top of a detail page to display the corresponding related list and its records. If Chatter is enabled, hover links display below the feed. An interactive overlay allows you to quickly view and manage the related list items. Click a hover link to jump to the content of the related list. If hover links are not enabled, contact your Salesforce administrator. If hover details are enabled, hover over any lookup field on the detail page to view key information about a record before clicking into that record's detail page. To directly add new items, click New (or the equivalent button) at the top of a related list. For example, clicking New Case lets you add a new case. To change the number of records shown for related lists, click View More below a related list, or click fewer or more at the bottom of the page.

Viewing Related Lists

The related lists you see are determined by your: Personal customization Administrator's page layout customizations Permissions to view related data

See Also:
Contact History

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Viewing Contact Updates (Chatter)

Viewing Contact Updates (Chatter)

Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Display a Chatter feed of updates, comments, and posts about the contact. Note: If Chatter isn't enabled, contact your administrator.

Show or hide Chatter feeds using the Show Feed and Hide Feed links at the top of a feed. To view a single feed update, click the timestamp below the update, for example, Yesterday at 12:57 AM. To view the full feed, above the post, click All Updates.

Following Contacts
When you follow a contact, your Chatter feed includes field changes and contact feed updates. To follow a contact, click Follow. To stop following, click Following . The Followers list shows you who is following the contact. To view a full list, click Show All. To automatically follow records you create, go to Your Name > Setup > My Chatter Settings > My Feeds and select Automatically follow records I create.

See Also:
Chatter Overview Using Chatter Feeds

Creating Partner Users

Available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To create, edit, disable, or deactivate users: To create contacts: To view contacts: Manage Users Create on contacts Read on contacts

Once you have a partner account created, you can add partner users to the account as contact records. Partner users are Salesforce users with limited capabilities focused on managing leads. Partner users log in to Salesforce through the portal. Before creating partners, you should configure your portals; otherwise, your partner users may attempt to log into your portal before your portals are ready.

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Working with Partner Users

To create a partner user: 1. View the partner account for which you want to create a partner user. 2. Create a new contact for the partner user. Choose New from the Contacts related list on the partner account. Fill in the appropriate details, and click Save. 3. On the contact detail page, click Work with Portal and choose Enable Partner Portal Login. 4. Edit the user record for this partner. 5. Click Save. Once a partner user has been created, the partner account and the partner user can be edited independently. Changes made to one are not reflected in the other. Updating a contact associated with a partner user does not update the partner user. To troubleshoot issues or ensure the portal is configured appropriately, on the contact detail page, click Work with Portal and choose Login As Portal User. A new browser window opens and you are logged into the portal as the portal user.

Tips on Creating Partner Users

Consider the following when creating partner users: If you have enabled a user as a delegated administrator, the user cannot create a partner user unless at least one partner profile has been added to the Assignable Profiles related list and the user has the Manage Users permission. The available profiles for the partner user are limited to the Partner User profile or profiles that have been cloned from it. Unlike a standard user, the partner user role is automatically assigned based on the account name. The partner user role is a subordinate of the account owner's role, therefore, all data for the partner user role rolls up to the partner account owner's role. Keep in mind that if you disable a portal user, their partner user role becomes obsolete and their data no longer rolls up to the partner account role. Partner users and contacts cannot be deleted. If you no longer want a partner user to have access to the portal, deactivate the partner user. In addition, partner contacts cannot be owned by a non-partner account. You can merge a portal contact record with another portal contact. To disable a partner account, click Work with Portal and choose Disable Partner Account. Disabling the account disables up to 15 of its partner portal users and permanently deletes all of the account's partner portal roles and groups. You cannot restore deleted partner portal roles and groups. After you disable a partner account, you can re-enable individual contacts as partner portal users. Re-enabling a contact for a partner portal creates a new portal user and role that is not associated with the previous partner portal user and role. We recommend disabling a partner account if the account was accidentally enabled for portal access.

See Also:
Disabling and Deactivating Portal Users Enabling Partner Super User Access

Working with Partner Users

Available in: Enterprise, Unlimited, and Developer Editions

Channel managers are associated with the partner users they manage by partner account ownership. A channel manager who owns a partner account can access all the information and manage all the activities of the partner users associated with that account.

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Working with Partner Users

Some common tasks when managing your partner users include: Creating a partner account Creating partner users Enabling partner super user access Disabling and deactivating partner users Assigning leads to partner users Assigning events to partner users Assigning cases to partner users Deactivating partner users Editing partner user information Change the account associated with a partner user Merge partner users Tracking partner activity Giving partner users access to your knowledge base Enabling partner users to request meetings

In addition, here are some other ways you can work with your partner users: Enable partner super user access Partner super users have access to data owned by all partner users and partner super users in the same role and those below them in the portal account hierarchy, even if the organization-wide default setting is Private. Partner super user access applies to cases, leads, custom objects, and opportunities only. Assign tasks to partner users If your partner users have the appropriate field-level security settings, they can view and create activities related to leads or opportunities. Add tasks to leads or opportunities to remind your partner users of particular tasks you would like them to perform. You can view the activity history for a particular lead or opportunity, or use reports to track activities assigned to partner users. Partner users can only assign tasks to other users in their partner account or to their channel manager. Use notes and attachments to communicate with partner users Partner users can create, view, and edit notes and add attachments from the Notes and Attachments related list on selected detail pages, including lead, solution, and opportunity detail pages. You can use notes and attachments to share documents or information with partner users. If Chatter is enabled for your organization, feed attachments are included in the Notes and Attachments related list. Portal users can download feed attachments, but can't preview, edit, or delete them. The size limit for an attached file is 5 MB. Click Login As Partner Portal User to troubleshoot When you view the contact detail page for a partner user, you can click Login As Portal User. This opens a new browser window and logs you into the portal as the partner user. Click this button to troubleshoot any issues partner users are experiencing. You may also click this button to ensure that your portal is configured appropriately. The Login As Portal User button is only available if you have the Manage Partners permission and one of the following: the Modify All Data permission or you are the partner account owner or higher in the role hierarchy. The Login as Portal User button does not display if you do not meet these requirements, or if the portal user is inactive.

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Self-Service for Contacts and Person Accounts

Reset a partner user's password When you view the user detail page for a partner user, you can click Reset Password to reset the partner user's password. Partner users can reset their own password by clicking Forgot Password? on the partner portal login page. Expose a solution in the portal Select Visible in Self-Service Portal on the solution. Add products to opportunities If the Products related list is available to partner users on opportunities, then you can add products to the opportunities for your partners.

See Also:
About Partner Portal User Management Managing Partner Users Enabling Partner Super User Access About Partner Portal Channel Manager User Management Delegating Partner User Administration Partner Portal Best Practices Enabling Email in the Partner Portal Assigning Events to Partner Users Enabling Cases in the Partner Portal

Self-Service for Contacts and Person Accounts

Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To enable Self-Service users: Edit Self-Service Users

Note: Starting with Spring 12, the Self-Service portal isnt available for new organizations. Existing organizations continue to have access to the Self-Service portal. To allow a customer to access your Self-Service portal, you must enable Self-Service for the customers contact or person account record: 1. If the customer is a contact, click the Enable Self-Service button on the contact detail page. If the customer is a person account, click the Enable Self-Service button on the person account detail page. 2. Verify the general information and locale settings, and enter any missing information. Note that the customer's Self-Service Username defaults to his or her Email. 3. Optionally, select the Super User checkbox to enable the customer as a Self-Service super user who can view case information, add comments, and upload attachments for all cases submitted by anyone in his or her company.

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Creating Contacts

4. Select Generate new password and notify user immediately to email a Self-Service username and password to the customer. 5. Click Save. Note: A Self-Service user can only view cases in the Self-Service portal that are associated with his or her account record. To disable Self-Service for a customer: 1. Click the View Self-Service button on the detail page. 2. Click Edit, and deselect the Active box. 3. Click Save. To enable more than one Self-Service user at a time, see Enabling Multiple Self-Service Users on page 1454. Note: You cannot delete an active Self-Service user; you can only deactivate his or her access to the Self-Service portal. In addition, you cannot delete a contact or person account that is associated with an active Self-Service user. Instead, deactivate his or her access to the Self-Service portal and then delete the contact or person account.

See Also:
Setting Up Self-Service What is a Person Account?

Creating Contacts
Available in: All Editions except Database.com

User Permissions Needed To view contacts: To create contacts: Read on contacts Create on contacts

To create a contact, select Contact from the Create New drop-down list in the sidebar, or click New next to Recent Contacts on the contacts home page. Enter the information for the contact. Click Save when you are finished, or click Save & New to save the current contact and add another. To automatically associate a contact with an account, view the account and click New Contact in the task bar. You can also select New in the Contacts related list of an account. If Quick Create is enabled by your administrator, you can also add a contact on the contacts home page. Enterprise, Unlimited, and Developer Edition organizations can activate record types and ask you to choose a Record Type when creating a contact. This determines the picklist values available when creating and editing a record. If your organization uses divisions, the division of a new contact is automatically set to the division of the related account.

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Cloning Contacts

Note: Contacts that are not linked to an account are always private, regardless of your organizations sharing model. Only the owner of the contact and administrators can view it. Sharing rules and workflow rules do not apply to private contacts. If your organization uses divisions, private contacts always belong to the global division.

See Also:
Cloning Contacts Contact Fields Contacts Home

Cloning Contacts
Available in: All Editions except Database.com

User Permissions Needed To clone contacts: Create on contacts

The Clone button on a contact quickly creates a new contact with the same information as the existing contact, for example, when you need to add multiple contacts for the same account. Click Clone on an existing contact. Enter or change any information for the new contact, and click Save. Note: If you have read-only access to a field, the value of that field is not carried over to the cloned record.

See Also:
Contact Fields

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Enabling the Customer Portal for Contacts and Person Accounts

Enabling the Customer Portal for Contacts and Person Accounts

Available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To enable Customer Portal users, or to log in as a portal user: Edit on the account associated with the Customer Portal user AND Edit Self-Service Users

To allow a customer to access your Salesforce Customer Portal, you must enable the customer's contact or person account record as a Customer Portal user. You can either disable or deactivate Customer Portal users at any time. To enable the Customer Portal for a customer: 1. Click Work with Portal and choose Enable Customer Portal User from the drop-down button on the contact or person account detail page. 2. Verify the general information and locale settings, and enter any missing information. Note that the customer's Username defaults to his or her Email. 3. Select a portal user license. The user license you choose determines the permission sets, user profile, and role hierarchy options you can select for the Customer Portal user. See Customer Portal User Licenses on page 1785. 4. Select Generate new password and notify user immediately to email a Customer Portal username and password to the customer. If your organization uses multiple Customer Portals, a portal user can access all the Customer Portals assigned to his or her profile with one username and password. See Creating Multiple Customer Portals on page 1754. 5. Click Save. To troubleshoot or confirm the portal configuration, on the contact detail page, click Work with Portal and choose Login As Portal User. This opens a new browser window and logs you into the portal as the partner user.

Tips on Enabling the Customer Portal for Contacts

Consider the following when enabling the Customer Portal for contacts: To view or edit an enabled contact's access to your Customer Portal, on the contact detail page, click Work with Portal and choose View Customer Portal User. You cannot enable the contact for the Customer Portal unless the owner of the contact's account is associated with a role in your organization. The first time you enable a contact for the Customer Portal on an account, you cannot assign the contact to a portal role. The contact is automatically assigned to the Customer User role, which includes the name of the contact's account. You can update contact's portal role later. This behavior doesn't apply to high-volume portal users because they don't have roles and aren't included in the role hierarchy.

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Enabling the Customer Portal for Contacts and Person Accounts

A contact can be either a partner or Customer Portal user, but not both. If a user is a partner user and a Customer Portal user, then you need to create two contact records for the user so that he or she can have a separate username and password for each portal. However, a contact can be a Self-Service user as well as a partner or Customer Portal user. Any data created or owned by a Self-Service user can be visible to a partner or Customer Portal user associated with the same contact. Note: Starting with Spring 12, the Self-Service portal isnt available for new organizations. Existing organizations continue to have access to the Self-Service portal.

You cannot delete an active Customer Portal user; you can only disable or deactivate his or her access to the Customer Portal. The following table describes whether you can delete contacts that are associated with portal users: State of Portal User Associated to Contact Active portal user Inactive portal user Disabled portal user Can You Delete the Contact? No. This is to ensure that the contact is available if you choose to reactivate the portal user. No. This is to ensure that the contact is available if you choose to reactivate the portal user. Yes. Deleted contacts are sent to the Recycle Bin.

You can change the account on the contact at any time. You can merge contacts enabled to use a Customer Portal. The user's Community Nickname defaults to his or her email alias unless you specify otherwise. For example, if the user's Email is [email protected], the user's Community Nickname defaults to jsmith when you click Save. Delegated administrators can't assign the High Volume Customer Portal license to contacts.

Tips on Enabling the Customer Portal for Person Accounts

Consider the following when enabling the Customer Portal for person accounts: After the person account is enabled, click Work with Portal and choose View Customer Portal User on the person account detail page to view or edit a person accounts access to your Customer Portal. You can't delete a person account enabled to use a Customer Portal. You can't import person accounts to be automatically enabled to use a Customer Portal. For more information on importing person accounts, see Import My Person Accounts on page 831. Person account users can't self-register for a Customer Portal. When they try to do so, they receive an email notification that instructs them to contact the portal administrator. See Enabling Customer Portal Login and Settings on page 1764. You can't merge person accounts enabled to use a Customer Portal.

See Also:
Setting Up Your Customer Portal What is a Person Account? Enabling Partner Super User Access

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Changing the Account on Contacts Enabled for Portals

Changing the Account on Contacts Enabled for Portals

Available in: All Editions Database.com

User Permissions Needed To view contacts: To edit contacts: Read on contacts Edit on contacts

To edit accounts on contacts enabled to use a Customer Portal: Edit on contacts AND Edit Self-Service To edit accounts on contacts enabled to use a partner portal: Edit on contacts AND Manage Partners To view person accounts: To edit person accounts: Read on accounts and contacts Edit on accounts and contacts

When you change the account on contacts enabled for a Customer Portal or partner portal: Portal users can access their own cases and opportunities from their previous accounts. Contacts that are Self-Service users can view on the Self-Service portal only cases that are associated with their current account. Self-Service users cannot view opportunities. Contacts' portal roles are automatically updated to match the name of the account to which they are transferred (unless they're high-volume portal users, which don't have roles). For example, the portal role Account A Customer User becomes Account B Customer User (because a portal role's name includes the name of the account with which it is associated). Portal roles are unique to each account and are located under the account owner's role in your organization's role hierarchy. When you transfer a partner portal user to another account: Opportunities on each account are automatically recalculated through your organization's forecast hierarchy. Opportunities owned by the partner portal user remain in the previous account. This is because portal users' roles are updated when you transfer them between accounts. Delegated partner user administrators and delegated Customer Portal user administrators can update portal users on accounts to which they are transferred. You can only transfer contacts enabled for a partner portal to accounts that are enabled for a partner portal.

See Also:
Enabling the Customer Portal for Contacts and Person Accounts Self-Service for Contacts and Person Accounts

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Contact Fields

Contact Fields
The available fields vary according to which Salesforce Edition you have.

A contact has the following fields, listed in alphabetical order. Depending on your page layout and field-level security settings, some fields may not be visible or editable. (Field-level security is available in Enterprise, Unlimited, and Developer Editions only.) If the contact record was added from Data.com, certain fields, as identified here, will be populated with the Data.com or Dun & Bradsteet (D&B) value, if a value is available. Field
Account Name

Description Name of account that contact is linked to. You can enter the account name, or select the account using the lookup icon. Private contacts are those that do not have an account. When selected, allows contacts to self-register for access to your Customer Portal. Name of assistant. Up to 40 characters are allowed in this field. Assistants phone number. Up to 40 characters are allowed in this field. Birthday. You can enter a date, or choose a date from the calendar that displays when you put your cursor in the field. Indicates the records clean status as compared with Data.com. Values are: Not Compared, In Sync, Reviewed, Different, Not Found, or Inactive. The default currency for all currency amount fields in the contact. Amounts are displayed in the contact currency, and are also converted to the users personal currency. Available only for organizations that use multiple currencies. Division to which the contact belongs. This value is automatically inherited from the related account.

Allows Value from Data.com or D&B (D&B)

Allow Customer Portal Self-Registration

Assistant

Asst. Phone

Birthdate

Clean Status

(Data.com)

Contact Currency

Contact Division

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Contact Fields

Field

Description Available only in organizations that use divisions to segment their data.

Allows Value from Data.com or D&B

Contact Owner

Assigned owner of contact. Not available in Personal Edition. Name of the field that determines what picklist values are available for the record. Available in Enterprise, Unlimited, and Developer Editions. User who created the contact including creation date and time. (Read only) The ID of the company in Data.com When Salesforce records are compared with Data.com records (via either manual cleaning or automated clean jobs), if Data.com finds a match, the two records are linked by this fields numeric value. Associated business or organizational unit. Up to 80 characters are allowed in this field. Description of contact. Up to 32 KB of data are allowed in this field. Only the first 255 characters display in reports. Indicates that the contact does not want to be contacted by phone. If you use Data.com, the Phone field value will be masked out in search results and on the Contact Card, and it will be blank in .csv files created when you export records. Email address. Must be a valid email address in the form: [email protected]. Up to 80 characters are allowed in this field. Click the email address in this field to send an email using your personal email application. This type of email is not logged as an activity on the contact record. If the Gmail Buttons and Links feature is enabled, you can click the Gmail link next to the field to send an email from your Gmail account. See Using Gmail in (Data.com) (Data.com)

Contact Record Type

Created By

Data.com Key

Department

Description

Do Not Call

Email

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Contact Fields

Field

Description Salesforce on page 337 for more information.

Allows Value from Data.com or D&B

Email Opt Out

Indicates that the contact does not want to receive email. If you use Data.com, the Email field value will be masked out in search results and on the Contact Card, and it will be blank in .csv files created when you export records. Contacts fax number. Up to 40 characters are allowed in this field. Indicates if the person has requested not to be included in broadcast faxes. First name of the contact, as displayed on the contact edit page. Up to 40 characters are allowed in this field. First name of the contact translated into the local language. Persons home phone number. Up to 40 characters are allowed in this field. Last name of the contact, as displayed on the contact edit page. Up to 80 characters are allowed in this field. Last name of the contact translated into the local language. The date that the most recent Stay-in-Touch request was sent. The date that the most recent Stay-in-Touch request was returned and merged. Record source, for example, Advertisement, Partner, or Web. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters. Street mailing address. Up to 255 characters are allowed in this field. City portion of mailing address. Up to 40 characters are allowed in this field. (D&B) (D&B)

Fax

Fax Opt Out

First Name

First Name (Local)

Home Phone

Last Name

Last Name (Local)

Last Stay-in-Touch Request Date Last Stay-in-Touch Save Date

Lead Source

Mailing Street

Mailing City

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Contact Fields

Field
Mailing State/Province

Description State or province portion of mailing address. Up to 20 characters are allowed in this field. Zip or postal code portion of mailing address. Up to 20 characters are allowed in this field. Country portion of mailing address. Up to 40 characters are allowed in this field. Cellular or mobile phone number. Up to 40 characters are allowed in this field. User who last changed the contact fields, including modification date and time. This does not track changes made to any of the related list items on the contact. (Read only) Combined first and last name of contact, as displayed on the contact detail page. Street address portion of additional address. Up to 255 characters are allowed in this field. City portion of additional address. Up to 40 characters are allowed in this field. State or province portion of additional address. Up to 20 characters are allowed in this field. Zip or postal code portion of additional address. Up to 20 characters are allowed in this field. Country portion of additional address. Up to 40 characters are allowed in this field. Additional phone number listing. Up to 40 characters are allowed in this field. Contacts primary phone number. Up to 40 characters are allowed in this field. Name of contacts manager. You can enter an existing contact name, or select the contact using the lookup icon. Title for addressing the person, for example, Mr., Ms., Dr., or Prof. Entry

Allows Value from Data.com or D&B (D&B)

Mailing Zip/Postal Code

(D&B)

Mailing Country

(D&B)

Mobile

Modified By

Name

(Data.com)

Other Street

Other City

Other State/Province

Other Zip/Postal Code

Other Country

Other Phone

Phone

Reports To

Salutation

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Contact Fields

Field

Description is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters.

Allows Value from Data.com or D&B

Title

Person's position within his or her organization. Up to 80 characters are allowed in this field. Listing of custom links for contacts as set up by your administrator. For Self-Service contacts only. The Username defaults to the Email. The contact must enter their username when logging in to the Self-Service portal. Note: Starting with Spring 12, the Self-Service portal isnt available for new organizations. Existing organizations continue to have access to the Self-Service portal.

(Data.com)

Custom Links

Username

See Also:
Using Contacts Creating Contacts Cloning Contacts Data.com Product Suite Overview

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Contacts

Displaying Contact Hierarchy

Displaying Contact Hierarchy

Available in: All Editions

User Permissions Needed To view org chart: To change org chart: Read on contacts Edit on contacts

To display an organization chart, enter the name of the contacts manager in the Reports To field for each contact in the account. Then, click the [View Org Chart] link on any contact in the account. Salesforce displays an organization chart showing the contact hierarchy with the direct reports for each contact you entered. Note: To maintain a complete organization chart, make sure every contact in an account contains another contact in the Reports To field. The only exception to this is the contact at the very top of the organization chart. If only one contact in an account reports to no one, that account will have a single organization chart for the entire account. Because of its flexibility, this feature will not prevent you from selecting Reports To contacts from other accounts.

Merging Duplicate Contacts

Available in: All Editions except Database.com Customer Portal is available in: Enterprise, Unlimited, and Developer Editions Partner Portal is available in: Enterprise and Unlimited Editions

User Permissions Needed To merge contacts: To merge Customer Portal enabled contacts: Delete on contacts Delete on contacts AND Edit Self-Service Users To merge partner portal enabled contacts: Delete on contacts AND Manage Partners

To merge duplicate contacts associated with a common account:

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Merging Duplicate Contacts

1. From the Contacts related list of an account, click Merge Contacts. 2. Check the rows of up to three contacts you want to merge. You can search the list of associated contacts to shorten the list, or click All Contacts to view the full list of associated contacts. Click Next to continue. 3. Select one contact as the Master Record. Any data in hidden or read-only fields will be taken from the Master Record. However, administrators and users with the Edit Read Only Fields permission can manually select which read-only fields to retain. Note that hidden fields are not displayed. 4. Select the partner portal or Customer Portal user you want to retain. This option is available only if a partner portal or Customer Portal is enabled for your organization. You can select Not a portal user so that a merged contact does not include a portal user. 5. Select the fields that you want to retain from each record. When there is conflicting data, the fields in the left column are preselected and the row is marked in purple. 6. Click the Merge button to complete the merge.

Tips for Merging Contacts

Consider the following when merging contacts: Any related items from any of the duplicate contacts will be associated with the merged contact. If you are merging duplicate contacts that are members of different campaigns, the campaign Member Status Updated date for each contact is retained and associated with the newly merged contact. Before merging contacts that both have active Self-Service usernames, deactivate one Self-Service username. The merged record will adopt the active Self-Service username. For more information on the Self-Service username field, see Contact Fields on page 206. Any account sharing and manual sharing for the master contact are applied to the newly merged contact. When you merge contacts that have Reports To relationships, the newly merged contact retains the Reports To field from the selected Master Record. All discarded duplicate records are moved to the Recycle Bin. The newly merged contact displays the Created By date from the oldest contact you are merging, and shows the merge date as the Modified By date. In organizations that use divisions, the merged contact is assigned to the division of the related account. Merging contacts is not tracked in the setup audit trail. You can delete a contact if you are an administrator, the contact owner, or a user above the contact owner in the organization role hierarchy, and if you have the appropriate user permission. The newly merged contact is automatically included on any case teams in which the contacts were associated. The master contact replaces the duplicate contacts in all the requested meetings they were invited to. Also, all meeting messages written by the duplicate contacts are automatically associated with the master contact. (Meeting messages appear on the requested meeting's Web page and are visible to all invitees.) The master contact replaces the duplicate contacts in all the scheduled meetings they were invited to. However, make sure to edit the event detail page and click Add to Invitees to add the new master contact to the meeting invitee list.

Tips for Merging Contacts with Portal Users

Consider the following when merging contacts associated with portal users: Review the information in Tips for Merging Contacts, which also applies to merging contacts associated with portals users. You can merge a portal contact record with another portal contact. For example, you can merge contacts enabled to use: A partner portal or Customer Portal. A partner portal with contacts enabled to use a Customer Portal or vice-versa.

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Sharing Contacts

A partner portal or Customer Portal with contacts that are not enabled to use a portal. When you merge contacts that include partner portal and Customer Portal users, you must choose which type of portal user to retain. The portal user you do not retain is disabled. However, after the contacts are merged, you can enable the contact for access to the portal from which you removed during the merge process. To merge contacts associated with various accounts: 1. Transfer the contacts you want to merge into one account. 2. Merge the contacts associated with the common account. Portal users who are disabled during the merge process retain ownership of any records in which they are the owner. For example, if a portal user owns a case, and the portal user is disabled, he or she remains the owner of the case until the case is updated with a new owner.

See Also:
Merging Duplicate Accounts Enabling the Customer Portal for Contacts and Person Accounts Creating Partner Users

Sharing Contacts
Available in: Professional, Enterprise, Unlimited, and Developer Editions

Your administrator defines your organization's sharing model for contact access. However, you can extend sharing privileges for your own data on a contact-by-contact basis. Use contact sharing to increase access to your contacts; you cannot restrict access beyond your organization's default access levels. To view and manage sharing details, click Sharing on the contact detail page. The Sharing Detail page lists the users, groups, roles, and territories that have sharing access to the contact. On this page, you can do any of the following: To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit. Click Add to grant access to the record for other users, groups, roles, or territories. Click Expand List to view all users that have access to the record. For manual sharing rules that you created, click Edit or Del next to an item in the list to edit or delete the access level.

Special Considerations
Make sure you are sharing records with users who have the appropriate Read object permission for viewing the shared records. You cannot manually share a private contact (a contact without an account). If you have permission to share an account, Salesforce automatically provides Read access to the associated account when granting sharing access to a contact if the recipient does not already have it. If the recipient does not have access to the account, you cannot share the contact unless you have permission to share the account as well. If your organization-wide default for contacts is set to Controlled by Parent, the Contact Access options are not available when sharing related records like accounts; instead, all access to contacts is determined by the user's access to the contact's account.

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Sending Stay-in-Touch Requests

Contact sharing is not available for organizations that have territory management or person accounts. If your organization already has person accounts enabled, the organization-wide default for contacts is set to Controlled by Parent and is not editable. If your organization does not have person accounts yet you want to enable one of them, set your organization-wide default for contacts to Controlled by Parent, which removes all your contact sharing rules and manually shared contacts.

See Also:
Granting Access to Records Viewing Which Users Have Access

Sending Stay-in-Touch Requests

Available in: All Editions except Database.com

User Permissions Needed To request updates: Send Stay-in-Touch Requests

A quick and easy way to retrieve updated contact information from your contacts and person accounts is to send Stay-in-Touch requests. You can request updates from: Contacts you own Contacts associated with accounts you own Contacts you can edit due to a sharing rule or manual record sharing Person accounts you own Note: The record must have a valid email address.

How it Works
1. On the detail page of a contact or person account, click Request Update either at the top of the page or in the Activity History related list. 2. An outgoing email is created according to your personal Stay-in-Touch settings. As needed, edit the details of the email. If Spell Checker is enabled for your organization, click Check Spelling to check the spelling of the message. Spell Checker does not support all the languages that Salesforce supports. For example, Spell Checker doesnt support Thai, Russian, and double-byte languages, such as Japanese, Korean, or Chinese. Click Send to send the email. 3. The recipient receives the email and clicks a link to either provide updates or confirm no changes are necessary. 4. You receive an email notification. Click the link in the email to update, review, and accept or reject the new information.

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Sending Stay-in-Touch Requests

Note: To send individual Stay-in-Touch requests, you must have the Send Email permission. You can send individual Stay-in-Touch requests regardless of the recipients Email Opt Out setting.

See Also:
Editing Stay-in-Touch Settings Merging Updated Contact Information Mass Stay-in-Touch Update What is a Person Account?

Merging Updated Contact Information

When someone responds to a Stay-in-Touch request, you will receive an email that contains a link. To merge the new information into Salesforce: 1. Click Update Now from the email you receive. 2. Review the new and original values. 3. Click Accept Changes to save the new data. Click Reject Changes to ignore the updates and retain the original values. Note: These updates do not trigger workflow rules.

See Also:
Sending Stay-in-Touch Requests

Mass Stay-in-Touch Update

Available in: All Editions except Database.com

User Permissions Needed To send mass Stay-in-Touch updates: Send Email AND Send Stay-in-Touch Requests

Use the Mass Stay-in-Touch wizard to request updated contact information from multiple contacts and person accounts simultaneously. To send a mass Stay-in-Touch email:

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Deleting Contacts

1. On the contacts home page, click Mass Stay-in-Touch from the Tools section. If your organization uses person accounts, the link also appears on the accounts home page. 2. Select a list view of contacts and person accounts from whom you are requesting updated information. You can also edit existing list views and create new list views. 3. Click Go. 4. Select the individuals to whom the request will be sent. Note that records which lack email addresses cannot be selected. Click Next to continue. 5. Review the email to be sent and click Send. Recipients can reply to you via email with their latest information. You can merge these updates as you receive them. Note: Records in which the Email Opt Out box is checked do not appear in the list view, because you cannot send mass emails to them.

See Also:
Sending Stay-in-Touch Requests Editing Stay-in-Touch Settings Merging Updated Contact Information

Deleting Contacts
Available in: All Editions except Database.com

User Permissions Needed To delete contacts: Delete on contacts

To delete a contact, click Del next to the contact on the contacts list page or in the Contacts related list of an account. You can also delete a contact by clicking Delete on the contact detail page. When you delete a contact, all related assets, campaign history, events, tasks, notes, and attachments are also deleted. You do not need the Delete permission on any associated records that are included in the deletion. Associated opportunities, accounts, entitlements, and cases are not deleted with the contact. The deleted contact is moved to the Recycle Bin. If you undelete the contact, any related items are also restored including any inactive Self-Service username. You cannot delete contacts that have associated: Cases Contracts Service contracts Partner user Assets with cases An active Self-Service user An active Customer Portal user

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Searching for Contacts

Note: You can delete a contact if you are an administrator, the contact owner, or a user above the contact owner in the organization role hierarchy, and if you have the appropriate user permission. If you delete or remove an activitys primary contact, another contact becomes the primary contact in its place. You can edit the activity to manually select another primary contact.

See Also:
Recycle Bin Deleting Mass Data Merging Duplicate Contacts

Searching for Contacts

Available in: All Editions except Database.com

User Permissions Needed To view contacts: To view person accounts: Read on contacts Read on accounts and contacts

1. Enter your search terms in the sidebar or header search box. If you're using the sidebar, click Advanced Search... to find matches in additional fields. 2. Click Search. If you're using local contact names, search finds matches for standard or local contact names. 3. From the search results, click an item to open it or click Edit, if available. You can also create a contact list view to locate contacts that match specific criteria.

See Also:
Search Overview What is a Person Account?

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Contact Roles Overview

CONTACT ROLES
Contact Roles Overview
Available in: All Editions except Database.com

A contact role defines the part that a contact or person account plays in a specific account, case, contract, or opportunity. For example, Tom Jones might be the Decision Maker for the opportunity, and Mary Smith might be the Evaluator. You can assign a contact role to any contact or person account that affects your account, case, contract, or opportunity. Contacts and person accounts can have different contact roles on various accounts, cases, contracts, or opportunities. The Contact Roles related list of an account, case, contract, or opportunity displays the roles that each contact or person account plays in that record. On person account detail pages, the Opportunity Contact Roles related list displays the opportunities on which the person account is listed in the Account Name field of the opportunity. Note: Users must have the appropriate user permissions and sharing access to view the contact information for any person listed in the appropriate contact roles related lists.

See Also:
Viewing and Editing Contact Roles Adding Contact Roles What is a Person Account?

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Viewing and Editing Contact Roles

Viewing and Editing Contact Roles

Available in: All Editions except Database.com

User Permissions Needed To view contact roles: To edit contact roles: Read on accounts, cases, contracts, or opportunities Edit on the related object, such as accounts, cases, contracts, or opportunities AND Read on contacts

The Contact Roles related list of an account, case, contract, or opportunity displays the roles that each contact or person account plays in that record. On person account detail pages, the Opportunity Contact Roles related list displays the opportunities on which the person account is listed in the Account Name field of the opportunity. To add a contact role for the account, case, contract, or opportunity, click New in the Contact Roles related list. See Adding Contact Roles on page 220. To send an email to all contact roles on a case, click Send an Email in the Contact Roles related list. See Sending Email on page 258. If a contact role does not have an email address specified on his or her contact record, the contact is not included in the email. To update a contact role, click Edit next to a contact role. Click Save when you have finished making changes. To mark a contact or person account as primary on the account, contract, or opportunity, click Edit next to the contact role entry, and select the Primary option. Note: On case contact roles, the Primary option is not available. The primary contact on a case is always the contact listed under Contact Name in the Case Detail section. To delete a contact role, click Del next to the contact role you want to delete. To create an opportunity related to a person account, click New in the Opportunity Contact Roles related list on a person account.

See Also:
Contact Roles Overview Adding Contact Roles Contact Role Fields What is a Person Account?

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Adding Contact Roles

Adding Contact Roles

Available in: All Editions except Database.com

User Permissions Needed To add contact roles: Edit on the related object, such as accounts, cases, contracts, or opportunities AND Read on contacts

To assign a contact role to a contact or person account: 1. Click New in the Contact Roles related list of an account, case, contract, or opportunity. 2. Click the lookup icon to select a contact or person account. Optionally, click New to create a new contact. When you add or edit contact roles on an opportunity that is associated with a business account, the page automatically displays the contacts for that business account. If the business account has more than 50 contacts, the contacts are not automatically displayed, and you must use the lookup icon to select a contact. 3. Choose a role. 4. Optionally, select Primary to set the contact or person account as primary for the account, contract, or opportunity. Note: On case contact roles, the Primary option is not available. The primary contact on a case is always the contact listed under Contact Name in the Case Detail section. 5. Click Save. When you create an opportunity from a contact detail page, that contact automatically becomes the primary contact on the opportunity. However, a contact role is not automatically assigned. Tip: Adding person accounts in contact roles on accounts is available but not recommended. As a best practice, we recommend using the Partners related list to associate person accounts with other accounts.

See Also:
Contact Roles Overview Viewing and Editing Contact Roles Contact Role Fields What is a Person Account?

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Contact Role Fields

Contact Role Fields

Available in: All Editions except Database.com

A contact role has the following fields, listed in alphabetical order. Field
Contact

Description Name of contact or person account. You can use the lookup icon to either select someone or create a contact. Option that specifies the contact or person account as primary for the record. Note that on case contact roles, the Primary option is not available. The primary contact on a case is always the contact listed under Contact Name in the Case Detail section.

Primary

Role

Participating role in the account, case, contract, or opportunity, for example, Buyer, Decision Maker, or Evaluator. (Selections for this picklist can be customized by your administrator.)

See Also:
Viewing and Editing Contact Roles Adding Contact Roles What is a Person Account?

CONTRACTS
Contracts Overview
Available in: Professional, Enterprise, Unlimited, and Developer Editions

A contract is a written agreement between two or more parties. Many companies use contracts to define the terms for doing business with other companies. Use Salesforce to establish and document the contracts you have with your accounts. Then, track the contract through your organizations approval process and use workflow alerts to notify yourself when to initiate contract renewals.

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Contracts Home

Displaying The Contracts Tab

The Contracts tab is automatically displayed for all users. If your Contracts tab is not visible, you can customize your display to show it. For more information, see Customizing Your Display on page 42.

See Also:
Contracts Home Administrator tip sheet: Getting Started with Contracts

Contracts Home
Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view the Contracts tab: To view contracts: To create contracts: Read on contracts Read on contracts Create on contracts AND Read on accounts

Click the Contracts tab to display the contracts home page. To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit. In the Recent Contracts section, select an option from the drop-down list to display a brief list of the top contracts matching that criteria. From the list, you can select any contract to go directly to the contract detail. Contract Name displays in this list if you have added it to your contract page layout. Toggle the Show 25 items and Show 10 items links to change the number of items that display. The fields you see are determined by the Contracts Tab search layout defined by your administrator and by your field-level security settings (available in Enterprise, Unlimited, and Developer Editions only). The Recent Contracts options are: Recent Contracts Choice Recently Created Description The last ten or twenty-five contracts you created, with the most recently created contract listed first. This list only includes records owned by you. The last ten or twenty-five contracts you updated, with the most recently updated contract listed first. This list only includes records owned by you. The last ten or twenty-five contracts you viewed, with the most recently viewed contract listed first. This list is derived

Recently Modified

Recently Viewed

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Viewing Contract Lists

Recent Contracts Choice

Description from your recent items and includes records owned by you and other users.

Approval Pending

The last ten or twenty-five contracts that have at least one approval request awaiting your approval. This list includes records owned by you and other users.

In the Recent Contracts section, click New to create a new contract.

See Also:
Contracts Overview Cloning Contracts Deleting Contracts Creating Custom List Views Displaying and Editing Contracts Creating Contracts

Viewing Contract Lists

Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view contract lists: To create contracts: Read on contracts Create on contracts AND Read on accounts

The contracts list page displays a list of contracts that match your current view. To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit. Click a contract number to view the detail. Click Edit or Del to edit or delete a contract. If Chatter is enabled, click or to follow or stop following a contract in your Chatter feed. Click New Contract select Contract from the Create New drop-down list in the sidebar to create a contract.

Sorting List Views

Click any column heading to sort in ascending or descending order using that columns information.

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Displaying and Editing Contracts

At the top of the list, click a letter to display the contents of the sorted column that begin with that character.

See Also:
Displaying and Editing Contracts Creating Contracts Deleting Contracts Enabling the Customer Portal for Contacts and Person Accounts Customizing User Interface Settings Working with Enhanced Lists Printing List Views Using Inline Editing in Lists

Displaying and Editing Contracts

Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view contracts: To change contracts: Read on contracts Edit on contracts AND Read on accounts To change activated contracts: Activate Contracts

Displaying Contracts Once you have located a contract on the contracts home or list pages, click the contract number to display detailed information. From an account, click the contract number in the Contracts related list to display the contract. All contracts associated with the account are listed in the Contracts related list. If hover details are enabled, hover over any lookup field on the detail page to view key information about a record before clicking into that record's detail page. Viewing Contract Updates and Comments (Chatter) Display a Chatter feed of updates, comments, and posts about the contract. Editing Contracts To update a contract, click Edit, and then change the fields that you want to update. When you have finished, click Save. You can also select Save & New to save the current contract and create another. Users with the Edit permission on contracts can edit contracts until they are activated. Use inline editing to edit fields directly on the detail page. If inline editing isn't enabled, contact your administrator.

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Displaying and Editing Contracts

Contract Related Lists The lower portion of the display provides a snapshot of key information relating to the contract. The related lists you see are determined by your personal customization and by any customization your administrator has made to page layouts or your permissions to view related data. You can click on individual items to display additional detail. Click more at the bottom of the page or View More below a related list to display more items. Click New to directly add new items. Note: Hover over the links at the top of a detail page to display the corresponding related list and its records. If Chatter is enabled, hover links display below the feed. An interactive overlay allows you to quickly view and manage the related list items. Click a hover link to jump to the content of the related list. If hover links are not enabled, contact your Salesforce administrator. Printing Contracts To open a printable display of the record details, in the top-right corner of the page, click Printable View. To return to the last list page you viewed, click Back to list at the top of the contracts detail page. If your organization has enabled collapsible page sections, use the arrow icons next to the section headings to expand or collapse each section on the detail page. For more information, see Navigating on page 13.

See Also:
Contract Approval Requests Contract History Contract Fields Creating Contracts Cloning Contracts Deleting Contracts Tagging Records Searching for Contracts

Contract Approval Requests

Available in: Professional, Enterprise, Unlimited, and Developer Editions

The Approval Requests related list on a contract detail page tracks the status of each approval request. This list displays information about each approval request and includes the status and any approve or reject comments. When the status is Pending, no comment is included.

See Also:
Approving Contracts

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Viewing Contract Updates (Chatter)

Contract History
Available in: Professional, Enterprise, Unlimited, and Developer Editions

The Contract History related list of a contract detail page tracks changes to a contract while its status is either In Approval Process or Activated. Any time a user modifies any of the standard or custom fields whose history is set to be tracked on the contract, a new entry is added to the Contract History related list. All entries include the date, time, nature of the change, and who made the change. Modifications to the related lists on the contract are not tracked in the contract history. For information about setting up which fields are tracked, see Tracking Field History for Standard Objects on page 1120. You can report on activated contracts whose fields are tracked by clicking New Report... on the Reports tab, selecting Contract Reports as the Report type, and then selecting Contract History.

Viewing Contract Updates (Chatter)

Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Display a Chatter feed of updates, comments, and posts about the contract. Note: If Chatter isn't enabled, contact your administrator.

Show or hide Chatter feeds using the Show Feed and Hide Feed links at the top of a feed. To view a single feed update, click the timestamp below the update, for example, Yesterday at 12:57 AM. To view the full feed, above the post, click All Updates.

Following Contracts
When you follow a contract, your Chatter feed includes field changes and contract feed updates. To follow a contract, click Follow. To stop following, click Following . The Followers list shows you who is following the contract. To view a full list, click Show All. To automatically follow records you create, go to Your Name > Setup > My Chatter Settings > My Feeds and select Automatically follow records I create.

See Also:
Chatter Overview Using Chatter Feeds

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Creating Contracts

Creating Contracts
Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view contracts: To create contracts: Read on contracts Create on contracts AND Read on accounts

You must have at least read access to an account in order to associate a contract with it. To create a contract: 1. Select Contract from the Create New drop-down list in the sidebar, or click New next to Recent Contracts on the contracts home page. Select an Account Name to associate the new contract with that account. Alternatively, view the account record first and click New in the Contracts related list. 2. Choose a contract status. 3. Enter the start date of the contract. 4. Enter the number of months that the new contract will be in effect. Note: Your administrator may have configured Salesforce to calculate Contract End Date based on Contract Start Date and Contract Term. If Contract End Date is auto-calculated, it will not display on the contracts edit page. 5. Enter the rest of the information for the new contract. For a definition of each field, see Contract Fields on page 228. 6. Click Save. The contract is listed under the Contracts related list of the account. Enterprise, Unlimited, and Developer Edition organizations can activate record types that prompt you to choose a Record Type when creating a record. This determines the picklist values and status values available when creating and editing a record. For instructions on enabling record types for contracts, see Managing Record Types on page 1300. If your organization uses divisions, the division of a new contract is automatically set to the division of the related account.

See Also:
Cloning Contracts Contract Fields Contracts Home Deleting Contracts

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Cloning Contracts

Cloning Contracts
Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view contracts: To clone contracts: Read on contracts Create on contracts AND Read on accounts

The Clone button on a contract quickly creates a new contract with the same information as the existing contract. For example, you can add multiple contracts for the same account. Click Clone on an existing contract. Enter or change any information for the new contract and click Save. Note: If you have read-only access to a field, the value of that field is not carried over to the cloned record.

See Also:
Contract Fields Deleting Contracts

Contract Fields
Available in: Professional, Enterprise, Unlimited, and Developer Editions

A contract has the following fields, listed in alphabetical order. Depending on your page layout and field-level security settings, some fields may not be visible or editable. (Field-level security is available in Enterprise, Unlimited, and Developer Editions only.) Field
Account Name Activated By Activated Date Billing Street

Description Name of account associated with the contract. Name of the person that activated the contract. Activation date of the contract. Street address used for billing. Up to 255 characters are allowed in this field.

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Contract Fields

Field
Billing City

Description City portion of billing address. Up to 40 characters are allowed in this field. State or province portion of billing address. Up to 20 characters are allowed in this field. Zip or postal code portion of billing address. Up to 20 characters are allowed in this field. Country portion of billing address. Up to 40 characters are allowed in this field. User at your organization who authorized the contract. Date that the contract was authorized. Division to which the contract belongs. This value is automatically inherited from the related account. Available only in organizations that use divisions to segment their data. Last day the contract is in effect. Your administrator can configure Salesforce to calculate Contract End Date based on Contract Start Date and Contract Term. If this field is auto-calculated, it will not display on the contracts edit page. Title for the contract that distinguishes it from other contracts. Unique number automatically assigned to the contract. Numbering for contracts starts at 100. (Read only) Administrators can modify the format and numbering for this field. See Modifying Standard Auto-Number Fields on page 1076. User who owns the contract record. First day that the contract is in effect. Number of months that the contract is in effect. User who created the contract record. Contact on the account that authorized the contract. Date the contact signed the contract. Title of the contact who signed the contract. Statement describing the contract. User who most recently changed the contract record. Number of days before the contract end date you want to send the notification, if the contract owner and account owner wants to be notified of an upcoming contract expiration.

Billing State/Province

Billing Zip/Postal Code

Billing Country

Company Signed By Company Signed Date Contract Division

Contract End Date

Contract Name Contract Number

Contract Owner Contract Start Date Contract Term (months) Created By Customer Signed By Customer Signed Date Customer Signed Title Description Last Modified By Owner Expiration Notice

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Contract Fields

Field
Shipping Street

Description Primary mailing or shipping street address of account. Up to 255 characters are allowed in this field. City portion of primary mailing or shipping address. Up to 40 characters are allowed in this field. State or province portion of primary mailing or shipping address. Up to 20 characters are allowed in this field. Zip or postal code portion of primary mailing or shipping address. Up to 20 characters are allowed in this field. Country portion of primary mailing or shipping address. Up to 40 characters are allowed in this field. Any terms that you have specifically agreed to and want to track in the contract. Indicates the stage that the contract has reached in the contract business process. Your organization can add values to this picklist within three system-defined contract status categories: Draft, In Approval Process, and Activated. You can use these status categories to track contracts within your business process using reports and views. Important: The Status field cannot be updated by approval processes. If you want to use the contract status as part of an approval process, Salesforce recommends creating a custom status field.

Shipping City

Shipping State/Province

Shipping Zip/Postal Code

Shipping Country

Special Terms

Status

Custom Links

Listing of custom links for contracts set up by your administrator.

See Also:
Displaying and Editing Contracts Creating Contracts Cloning Contracts

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Approving Contracts

Approving Contracts
Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To approve contracts: Approve Contracts

Your organization may already have a process for approving contracts. For example, you may have one person designated for each team to approve contracts. You may also have one administrator designated to activate contracts. If so, your Salesforce administrator can customize Salesforce to give the appropriate people the permissions they need to perform their part of the contract life-cycle. Before you begin customizing Salesforce, define the life-cycle of a contract in your organization. Use the following basic contract approval process to get started: 1. A user creates a contract. This user needs to have the Edit permission on contracts. All newly created contracts have a Draft status. 2. The contract owner sends an approval request to have the contract approved by a team lead. The first approval request on a contract changes its status to In Approval Process. 3. The team lead accepts or rejects the contract approval request. If rejected, the contract owner can make changes to the contract and submit another approval request. The status remains In Approval Process whether the approval request was accepted or rejected. 4. If accepted, a contract administrator activates the contract. Users with the Activate Contracts permission can activate a contract. Activating a contract changes the contract status to Activated and makes the contract read only. Activated contracts cannot be changed and only users with the Delete Activated Contracts permission can delete a contract with Activated status.

Sending Approval Requests

To send an approval request for a contract: 1. 2. 3. 4. 5. Select the contract. Click New in the Approval Requests related list. Select the person you want to receive the approval request. Enter any request comments. Click Save. Salesforce sends an email approval request to the recipient you selected. The recipient can click a link in the email to view the contract and click Approve to accept the contract or Reject to return the approval request. All approval requests are tracked in the Approval Request related list. Note: Approval request comments are limited to 4,000 characters. In Chinese, Japanese, or Korean, the limit is 1,333 characters.

Receiving Approval Requests

Use the Approval Pending list on the contracts home page to view all the contracts that require your approval. When you receive an email approval request, click the included link to view the contract.

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Activating Contracts

Click Approve to accept the contract as is and notify the contract owner that the request is approved. You will be prompted to select an approval request status and enter any approval request comments. Click Save to send and save the approval request. Click Reject to return the approval request. Select an approval request status and enter any comments that you want attached to the approval request. Click Save to send your response and save the approval request. Note: You can use the standard contracts approval functionality alone or together with approval processes. The Status field cannot be updated by approval processes. If you want to use the contract status as part of an approval process, Salesforce recommends creating a custom status field.

See Also:
Activating Contracts Displaying and Editing Contracts Creating Contracts

Activating Contracts
Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To activate contracts: Activate Contracts AND Read and Edit on contracts

Administrators and users with the Activate Contracts permission can activate contracts. To edit an activated contract, a user must have the Activate Contracts permission. Activating a contract changes the contract status to Activated and makes the contract read only. Activated contracts cannot be changed and only users with the Delete Activated Contracts permission can delete a contract with Activated status. To activate a contract: 1. Select the contract you want to activate. 2. Click Activate. The status of an activated contract is Activated.

See Also:
Approving Contracts Displaying and Editing Contracts

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Deleting Contracts

Deleting Contracts
Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To delete inactivated contracts: Delete on contracts AND Read on accounts To delete activated contracts: Delete Activated Contracts AND Read on accounts

To delete a contract, click Del next to the contract on the contracts list page. You can also delete a contract by clicking Delete on the contract detail page. When you delete a contract, all related notes, attachments, events and tasks, history, and approval requests are deleted. Associated accounts are not deleted with the contract. The deleted contract is moved to the Recycle Bin. If you undelete the contract, any related items are also restored.

See Also:
Recycle Bin Activating Contracts

Searching for Contracts

Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view contracts: Read on contracts

1. Enter your search terms in the sidebar or header search box. If you're using the sidebar, click Advanced Search... to find matches in additional fields. 2. Click Search. 3. From the search results, click an item to open it or click Edit, if available.

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Custom Object Record Overview

You can also create a contract list view to find contracts that match specific criteria.

See Also:
Search Overview

CUSTOM OBJECT RECORDS

Custom Object Record Overview
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

Custom objects records store information that is unique and important to you and your organization. For example, your organization may use a custom object called Quotes to store data for your company's sales quotes. You can also use custom objects for custom applications, such as tracking software enhancements in a development life-cycle. Your administrator first defines the custom object and its properties, such as custom fields, relationships to other types of data, page layouts, and a custom user interface tab. Once the custom object is created and deployed to users, you can enter data to create individual custom object records. If your administrator has created a tab for the custom object, the tab displays a home page that lets you quickly create and locate custom object records. You can also sort and filter your custom object records using standard and custom list views. In addition, the tab lets you view and edit detailed information on each custom object record to which you have access. Administrators, and users with the Modify All Data permission, can import custom objects. See What Is Imported for Custom Objects? on page 805. Note: If you need information on a specific custom object, please contact your Salesforce administrator about creating custom help for your custom objects. Salesforce Online Help covers the standard objects provided with the initial Salesforce integration.

See Also:
Custom Objects Home Defining Custom Objects

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Custom Objects Home

Custom Objects Home

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view a custom object tab: To view custom object records: Read on the custom object Read on the custom object

Clicking on a custom object tab displays the tab home page. The name of a custom object tab is the plural form of the custom object as defined by your administrator. To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. List views let you display a list of records that match specific criteria, such as all custom objects for a tab or just the ones you own. To edit or delete any view you created, select it from the View drop-down list and click Edit. If custom objects are shared with external contacts via Salesforce to Salesforce, choose one of the list views under [Custom Object Name] from Connections to view the custom objects that your business partners have shared with you. In the Recent section, select an item from the drop-down list to display a brief list of the top custom object records matching that criteria. From the list, you can click any custom object name to go directly to the detail. Toggle the Show 25 items and Show 10 items links to change the number of items that display. The fields you see are determined by the Custom Object Tab search layout defined by your administrator and by your field-level security settings (available in Enterprise, Unlimited, and Developer Editions only). The key list choices are: Recent Custom Objects Choice Recently Viewed Description The last ten or twenty-five custom object records you viewed, with the most recently viewed item listed first. This list is derived from your recent items and includes records owned by you and other users. The last ten or twenty-five custom object records you created, with the most recently created item listed first. This list only includes records owned by you. The last ten or twenty-five custom object records you updated, with the most recently updated item listed first. This list only includes records owned by you.

Recently Created

Recently Modified

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Viewing Custom Object Lists

Note: If you need information on a specific custom object, please contact your Salesforce administrator about creating custom help for your custom objects. Salesforce Online Help covers the standard objects provided with the initial Salesforce integration.

See Also:
Custom Object Record Overview Displaying and Editing Custom Object Records Creating Custom Object Records Deleting Custom Object Records Creating Custom List Views Custom Help Overview Replacing Salesforce Online Help

Viewing Custom Object Lists

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view custom object lists: To create custom object records: Read on the custom object Create on the custom object

The custom objects list page displays a list of custom object records in your current view. A list view includes custom object records of one type only; you cannot view more than one type of custom object in a single list view. Note: Buttons and links mentioned in the online help only display for those users who have the appropriate user permissions to use them. Click a custom object name to view the custom object record detail. Click Edit or Del next to a custom object record name to edit or delete the record. To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit. If Chatter is enabled, click or to follow or stop following a custom object in your Chatter feed. If Chatter is enabled, click Chatter in the top-right corner to see feed updates for the list view. Click List to toggle back to the list view. To take ownership of custom object records in a queue, view the queue list view, check the box next to one or more records, and then click Accept. Note: You can view and accept records only from queues you belong to, or if you are higher in the role hierarchy than a queue member. Administrators, users with the Modify All object-level permission for the given object, and users with the Modify All Data permission, can view and take records from any queue.

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Displaying and Editing Custom Object Records

To transfer ownership of multiple records at once, select the box next to one or more custom object records and click Change Owner. Enter the new record owner, optionally select Send Notification Email to send an email to the new record owner, and click Save. Click New Custom Object Name or select the custom object name from the Create New drop-down list in the sidebar to create a new custom object of that type.

Sorting List Views

Click any column heading to sort in ascending or descending order using that columns information. At the top of the list, click a letter to display the contents of the sorted column that begin with that character. Note: If you need information on a specific custom object, please contact your Salesforce administrator about creating custom help for your custom objects. Salesforce Online Help covers the standard objects provided with the initial Salesforce integration.

See Also:
Custom Object Record Overview Customizing User Interface Settings Working with Enhanced Lists Using Inline Editing in Lists Printing List Views

Displaying and Editing Custom Object Records

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view custom object records: To change custom object records: Read on the custom object Edit on the custom object

Note: Buttons and links mentioned in the online help only display for those users who have the appropriate user permissions to use them. Displaying Custom Object Records Once you have located a custom object record on the custom objects tab home or list pages, click the custom object record name to display detailed information. If hover details are enabled, hover over any lookup field on the detail page to view key information about a record before clicking into that record's detail page. If the Service Cloud console is set up to include custom objects, select it from the Force.com app menu to find, view, and edit custom object records and their related items on one screen. See Using a Service Cloud Console on page 3504.

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Displaying and Editing Custom Object Records

Editing Custom Object Records To update custom object record details, click Edit, and then change the fields you want to update. When you have finished, click Save. You can also click Save & New to save the current custom object record and create another. Required fields are marked with red. Note: You cannot change the Object Name or Data Type if the custom object is referenced in Apex. For more information, see Apex Code Overview on page 2086.

Custom Object Related Lists The lower portion of the custom object record detail page provides information related to the custom object record, including activities, notes, attachments, and any other related records. The related lists you see are determined by your personal customization, and by any customization your administrator has made to page layouts or your permissions to view related data. You can click on individual items to display additional detail. Click more at the bottom of the page or View More below a related list to display more items. Clicking New lets you directly add new items. Note: Hover over the links at the top of a detail page to display the corresponding related list and its records. If Chatter is enabled, hover links display below the feed. An interactive overlay allows you to quickly view and manage the related list items. Click a hover link to jump to the content of the related list. If hover links are not enabled, contact your Salesforce administrator. Printing Custom Object Records To open a printable display of the record details, in the top-right corner of the page, click Printable View. To return to the last list page you viewed, click Back to list at the top of any custom object record detail page. If your organization has enabled collapsible page sections, use the arrow icons next to the section headings to expand or collapse each section on the detail page. See Navigating on page 13 for more information. Note: If you need information on a specific custom object, please contact your Salesforce administrator about creating custom help for your custom objects. Salesforce Online Help covers the standard objects provided with the initial Salesforce integration.

See Also:
Custom Object Record Fields Creating Custom Object Records Deleting Custom Object Records Searching for Custom Object Records Tagging Records Using Custom Related Lists

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Creating Custom Object Records

Creating Custom Object Records

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view custom object records: To create custom object records: Read on the custom object Create on the custom object

To create a new custom object record: 1. Click New. 2. Enter the information for the custom object record. 3. Click Save when you are finished, or click Save & New to save the current record and add another. If your administrator has defined relationships to other types of records, you can automatically associate the new custom object with another record. View the other record and select the custom object name from the Create New drop-down list in the sidebar, or click New Object Name in the custom object related list of the other record. If your organization uses divisions to segment data, custom objects that are detail objects in a master-detail relationship inherit their division from the master object. Custom objects that are not related to other records are automatically in the global division. Note: If you need information on a specific custom object, please contact your Salesforce administrator about creating custom help for your custom objects. Salesforce Online Help covers the standard objects provided with the initial Salesforce integration.

See Also:
Custom Object Record Fields Custom Objects Home Defining Custom Objects

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Cloning Custom Object Records

Cloning Custom Object Records

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To clone custom object records: Create on the custom object

The Clone button on a custom object record quickly creates a new custom object record with the same information as the existing record. To clone a custom object record: 1. Click Clone on an existing custom object record. 2. Enter or change any information for the new record. 3. Click Save. Note: If you have read-only access to a field, the value of that field is not carried over to the cloned record.

See Also:
Custom Object Record Fields

Using Custom Related Lists

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view custom object record related lists: Read on the custom object AND Read on the associated record To change custom object records: To create custom object records: To delete custom object records: Edit on the custom object Create on the custom object Delete on the custom object

Custom related lists display on the lower portion of the detail page for another record. They list the custom object records that are associated with that record. From a custom related list, you can:

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Custom Object Record Fields

Click the custom object record name to view detailed information. Click Edit or Del to edit or delete the custom object record. Click New to create a new custom object record that is associated with the record you are viewing.

Your administrator defines whether a custom object can be related to another type of record via master-detail or lookup relationships. The administrator also specifies whether a custom related list displays on the page layout of the associated record. For more information, see Overview of Relationships on page 1827. Note: If you need information on a specific custom object, please contact your Salesforce administrator about creating custom help for your custom objects. Salesforce Online Help covers the standard objects provided with the initial Salesforce integration.

See Also:
Custom Object Record Overview Displaying and Editing Custom Object Records Creating Custom Object Records Deleting Custom Object Records

Custom Object Record Fields

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

Custom object record fields contain the data you enter for your custom object records. Here is a description of the fields (in alphabetical order) that make up a custom object record. Some of these fields may not be visible or editable depending on your page layout and field-level security settings. (Field-level security is available in Enterprise, Unlimited, and Developer Editions only.) Your administrator may also have defined additional custom fields. Field
Created By Currency Division

Description User who created the record. Currency of the record if multicurrency is enabled. Division to which the custom object record belongs. Custom objects that are detail objects in a master-detail relationship inherit their division from the master object. Custom objects that are not related to other records are automatically in the global division. Available only in organizations that use divisions to segment their data. User who most recently changed the record. Identifier for the custom object record. This name appears in page layouts, related lists, lookup dialogs, search results, and

Last Modified By Name

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Deleting Custom Object Records

Field

Description key lists on tab home pages. By default, this field is added to the custom object page layout as a required field.

Owner

Assigned owner of the custom object record. If the custom object becomes the detail side of a master-detail relationship, this field is removed, as ownership of the data is controlled by the master object, or by the primary master object for a custom object with two master-detail relationships. Note: Custom objects on the detail side of a master-detail relationship can't have sharing rules, manual sharing, or queues, as these require the Owner field.

Note: If you need information on a specific custom object, please contact your Salesforce administrator about creating custom help for your custom objects. Salesforce Online Help covers the standard objects provided with the initial Salesforce integration.

See Also:
Custom Objects Home Custom Object Record Overview

Deleting Custom Object Records

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To delete custom object records: Delete on the custom object

To delete a custom object record, click Del next to the record on the custom objects list page or in the custom related list of an associated record. You can also delete a custom object record by clicking Delete on the custom object record detail page. When you delete a custom object record, all related events, tasks, notes, and attachments are also deleted. If the custom object is the master object in a master-detail relationship, any associated detail records are also deleted. If the custom object is the detail side of a master-detail relationship, any associated records are not deleted. The deleted custom object record is moved to the Recycle Bin. If you undelete the record, any related items are also restored. You can't delete more than 100,000 combined objects and child records at the same time. To delete an object that has more than 100,000 child records, first delete an appropriate number of its child records.

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Searching for Custom Object Records

Note: You can delete a custom object record if you are an administrator, the record owner, or a user above the record owner in the organization role hierarchy, and if you have the appropriate user permission. Custom objects that are on the detail side of a master-detail relationship do not have an Owner field and can be deleted by any user who has access to edit the associated master record.

See Also:
Recycle Bin Overview of Relationships Managing Custom Objects Deleting Relationship Groups Removing Members from Relationship Group Members

Searching for Custom Object Records

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view custom object records: Read on the custom object

1. Enter your search terms in the sidebar or header search box. If you're using the sidebar, click Advanced Search... to find matches in additional fields. 2. Click Search. 3. From the search results, click an item to open it or click Edit, if available. You can also create a custom object list view to find custom object records that match specific criteria. Custom object records appear in search results only if they have a custom tab. Note: If you need information on a specific custom object, please contact your Salesforce administrator about creating custom help for your custom objects. Salesforce Online Help covers the standard objects provided with the initial Salesforce integration.

See Also:
Search Overview

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Sharing Custom Object Records

Sharing Custom Object Records

Available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view a custom object record: Read on the custom object

Your administrator defines the default sharing model for your entire organization. You can change this model to extend sharing to more users than the default set by your administrator. However, you cannot change the sharing model to make it more restrictive than the default. To view and manage sharing details, click Sharing on the custom object record detail page. The Sharing Detail page lists the users, groups, roles, and territories that have sharing access to the record. On this page, you can do any of the following: To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit. Click Add to grant access to the record for other users, groups, roles, or territories. Note: To share a custom object record with another user, that user must have the Read permission on the custom object. Click Expand List to view all users that have access to the record. For manual sharing rules that you created, click Edit or Del next to an item in the list to edit or delete the access level. Note: If you need information on a specific custom object, please contact your Salesforce administrator about creating custom help for your custom objects. Salesforce Online Help covers the standard objects provided with the initial Salesforce integration.

See Also:
Granting Access to Records Viewing Which Users Have Access

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Document Library Overview

DOCUMENTS
Document Library Overview
Available in: All Editions except Database.com

A document library is a place to store files without attaching them to accounts, contacts, opportunities, or other records. Each document in the document library resides in a folder. The folders attributes determine the accessibility of the folder and the documents within it. To learn the different ways files are used in Salesforce, see Differences between Files, Salesforce CRM Content, Salesforce Knowledge, Documents, and Attachments on page 2560.

Displaying The Documents Tab

If your Documents tab is not visible, you can customize your display to show it. For more information, see Customizing Your Display on page 42. Note: The Documents tab is not part of Salesforce CRM Content.

See Also:
Documents Home File Size Limits in Salesforce Monitoring Resources Salesforce CRM Content Overview

Documents Home
Available in: All Editions except Database.com

User Permissions Needed To view Documents tab: To view documents: To upload new documents: Read on documents Read on documents Create on documents

Clicking on the Documents tab displays the documents home page.

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Viewing Document Lists

Note: If the Documents tab is not visible, you can customize your display to show it. For more information, see Customizing Your Display on page 42. Under Find a Document, enter keywords to search for a document. In the Document Folders section, select a folder to view all the documents contained in that folder. The Recent Documents section displays the last ten or twenty-five documents you viewed, with the most recently-viewed document listed first. This list is derived from your recent items and includes records owned by you and other users. Toggle the Show 25 items and Show 10 items links to change the number of items that display. In the Recent Documents section, click New to upload a new document. Note: The Documents tab is not part of Salesforce CRM Content.

See Also:
Document Library Overview Viewing Document Lists Displaying and Editing Document Properties Uploading and Replacing Documents Deleting Documents Changing Document Authors Searching for Documents Managing Folders

Viewing Document Lists

Available in: All Editions except Database.com

User Permissions Needed To view documents: To change document properties: To replace documents: To delete documents: Read on documents Edit on documents Edit on documents Delete on documents

The documents list page displays a list of documents in a selected folder. From this page, you can view detailed document information or manipulate the document. Click the document name to view document property details. For information on the document details, see Displaying and Editing Document Properties on page 247. Click Edit next to a document to view document file properties. For more details, see Displaying and Editing Document Properties on page 247.

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Displaying and Editing Document Properties

Click Del to remove the document from the document library. All deleted documents will be moved to the Recycle Bin. For more information, see Deleting Documents on page 252. Click View to open the file in its associated application. If a file type is not recognized or the application is not loaded on your machine, Salesforce displays a standard download dialog prompting you to choose a save option. Choose a folder to view a list of documents stored in that folder. Click any column heading to sort the documents in ascending order by the information in that column. Click the same column heading again to sort documents in descending order. At the top and bottom of the list, click a letter to display the contents of the sorted column that begin with that character. Click the Next Page or Previous Page links to go to the next or previous set of documents. At the bottom of the document list, select fewer or more to view a shorter or longer display list. Click Printable View to display the current list view in a format that is ready for printing. Note: If you can't find a document, you may not have access to the folder that contains it. For more information about folders, see Managing Folders on page 1351.

Displaying and Editing Document Properties

Available in: All Editions except Database.com

User Permissions Needed To view documents: To update properties: To replace documents: To move documents: To delete documents: Read on documents Edit on documents Edit on documents Edit on documents Delete on documents

Displaying Documents - Once you have located a document on the documents home or list pages, click the document name to display detailed information. Editing Documents - To update document properties, click Edit, and then change the properties you want updated. When you have finished, click Save. See Document Properties on page 250 for a description of the document properties. Deleting Documents - To delete a document, click Delete. See Deleting Documents on page 252 for more information about deleting documents. Updating Documents - To replace a document with an updated version, click Replace Document. See Uploading and Replacing Documents on page 248 for instructions on replacing documents. Emailing Documents - To email a document to a contact, click Email Document, fill in the details of the email, and click Send. The document is sent as an attachment to the email and is logged in the Activity History for the contact. Documents that reference URLs rather than physical files cannot be emailed. For a document that is an image embedded in an HTML email template, such as a logo in a letterhead, make sure the document is marked as Externally Available on the

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Uploading and Replacing Documents

Documents tab so that a user who does not have a Salesforce username and password can view the image when it is received in an email. Searching a Document - To search for a document, enter search terms and click Find Document. A list of documents that match your search terms displays. You can search for terms using the following fields:
Document Name Keywords Description

If Document Content Searchable is checked, the content of a document can also be searched. Viewing Folder Contents - To view all the documents in a folder, click the folder name. Moving Documents - To store a document in a different folder, click Edit, choose a new folder, and click Save. To return to the last list page you viewed, click Back to list at the top of any documents detail page. See Navigating on page 13 for more information.

See Also:
Tagging Records Uploading and Replacing Documents Searching for Documents

Uploading and Replacing Documents

Available in: All Editions except Database.com

User Permissions Needed To upload new documents: To replace documents: Create on documents Edit on documents

Uploading a New Document

To upload a document: 1. Click New Document from the Documents tab or click New next to Recent Documents on the documents home page. If you do not have a New Document option, check if you have the correct permissions. 2. On the Upload New Document page, specify a descriptive Document Name. If you want to use the file name, leave this field blank. The file name will appear automatically when you upload the file. 3. If you have the Customize Application permission, enter a unique name to be used by the API and managed packages. 4. You can check one of the following:
Indicate Document is Internal: When checked, a flag is added to the document indicating that document

viewers should not share the file outside of the organization.

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Uploading and Replacing Documents

Note: Checking this box does not expressly enforce any security rules.

Externally Available Image if the document is an image, such as a logo, that's not confidential. Check this

box to: Make the image available from HTML email templates without requiring a Salesforce username and password Use the image as a custom tab icon or custom app logo, which do require a Salesforce username and password to view Display the image in meeting requests The Indicate Document is Internal and Externally Available Image checkboxes are mutually exclusive; you cannot select both. Select a folder for the document. Enter a description to use later as search criteria. Enter keywords that you can use later as search criteria. Select a document or path option. To upload a document, click Browse, choose the file, and click Open. To store a link to the document, enter the location of the document. Enter a path and file name or a URL such as: C:\Quotes\quote.doc, \\Server\Departments\Marketing\logo.doc, or http://www.salesforce.com.

5. 6. 7. 8.

9. Click Save.

Replacing a Document
To replace a document with an updated version: 1. Display the document you want to replace. For instructions on locating a document in the document library, see Searching for Documents on page 253. 2. Click Replace Document. 3. Select a document or path option. To upload a replacement, click Browse, choose the file, and click Open. To store a link to the replacement, enter the location of the replacement. Enter a path and file name or a URL such as: C:\Quotes\quote.doc, \\Server\Departments\Marketing\logo.doc, or http://www.salesforce.com.

4. Click Replace Document.

Tips for Uploading or Replacing Documents

Documents stored as links cannot be attached to emails, but they save space in your document library. If document content search is enabled, Salesforce will also perform a full-text search of the document. When a new document is uploaded or an old one is replaced, its contents are available for searches. For more information, see Searching for Documents. Salesforce stores the most recent upload date as the modified date. You can upload documents that have file names of up to 255 characters including the extension. The size limit for any document you upload is 5 MB. The maximum size for a custom-app logo is 20 KB. Your organizations used file storage includes all files stored in the document library.

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Document Properties

If the Disallow HTML documents and attachments security setting is enabled for your organization, you cannot upload files with the following file extensions: .htm, .html, .htt, .htx, .mhtm, .mhtml, .shtm, .shtml, .acgi.

See Also:
Searching for Documents File Size Limits in Salesforce Monitoring Resources

Document Properties
Available in: All Editions except Database.com

Below is a description of the properties in alphabetical order that are stored for each document in the document library. Field
Author

Description The main point of contact for a document. Initially, the person uploading the document is the author. Thereafter, the author can be any selected user. The name of the person who originally uploaded the file. The name of the person who last uploaded the file. The name of the folder that contains the document. A checkbox that indicates if the content within a document can be searched via the Find Document button on the Documents tab. This checkbox is automatically set by Salesforce. The name of the document including its file extension. A unique name used to refer to the document when using the Force.com API. In managed packages, this name prevents naming conflicts on package installations. This name can contain only underscores and alphanumeric characters, and must be unique in your organization. It must begin with a letter, not include spaces, not end with an underscore, and not contain two consecutive underscores. With this field, a developer can change certain components' names or titles in a managed package and the changes are reflected in a subscriber's organization. A statement distinguishing this document from others. A checkbox that adds a flag to the document indicating that document viewers should not share the file outside of the

Created By Modified By Folder Document Content Searchable

Document Name Document Unique Name

Description Indicate Document is Internal

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Document Properties

Field

Description organization. Checking this box does not expressly enforce any security rules. The Indicate Document is Internal and Externally Available Image checkboxes are mutually exclusive; you cannot select both.

Externally Available Image

A checkbox that indicates if the document is an image available for HTML email templates, such as a logo in a letterhead, and does not require a Salesforce username and password to view in an email. This checkbox indicates if the document is an image used as a custom app logo or custom tab icon, which require a Salesforce username and password to view. The Indicate Document is Internal and Externally Available Image checkboxes are mutually exclusive; you cannot select both.

Keywords

An open text field containing one or more words that describe the document. The program checks for matches in this field when doing a search. Stored in place of Document Name if you prefer to create a link to the document instead of uploading it. The size of the document in bytes. The file type is determined by the file extension. For example, filename.ppt is recognized as a PowerPoint file. If the Disallow HTML documents and attachments security setting is enabled for your organization, you cannot upload files with the following file extensions: .htm, .html, .htt, .htx, .mhtm, .mhtml, .shtm, .shtml, .acgi.

Path

Size Type

See Also:
Displaying and Editing Document Properties Viewing Document Lists

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Deleting Documents

Deleting Documents
Available in: All Editions except Database.com

User Permissions Needed To delete documents: To restore documents: Delete on documents Delete on documents

To delete a document, click Del next to the document on the documents list page. Alternatively, click Delete on the documents detail page. When you delete a document, Salesforce stores it in the Recycle Bin. You can restore the document to your document library within that time by clicking Undelete from the Recycle Bin. Note: You can delete any document in your personal folder but you can only delete a document in a public folder if you have the Manage Public Documents permission. If you delete a document that's included in a letterhead or HTML email template, any emails using the letterhead or template display a broken link in its place. You can fix the broken link by removing the document from the Recycle Bin. You can't delete a document that's being used as a custom logo in meeting requests. To delete it, you must either select another document to use as a logo or uncheck the option to display a custom logo in meeting requests.

See Also:
Managing Folders Recycle Bin

Changing Document Authors

Available in: All Editions except Database.com

User Permissions Needed To change documents: Edit on documents

Since documents are stored in folders that control user access, documents do not have owners like other types of records, but they do have authors. The author represents the user that originally uploaded the document file. To change the author of a document:

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Searching for Documents

1. View the document you want to modify. 2. Click Change next to the Author field. The Change link displays only on the detail page, not the edit page. If you do not see the Change link, you may not have sufficient privileges to change a document author. 3. Enter a new author name. Alternatively, click the lookup icon to choose from a list of users. 4. Check the Send Notification Email box if you would like to alert the new author of this change. Note: When you change document authorship, Salesforce does not change the documents visibility.

See Also:
Managing Folders

Searching for Documents

Available in: All Editions except Database.com

User Permissions Needed To view documents: Read on documents

To find specific documents, use the Find Document button on the documents home page. 1. Click the Documents tab. 2. Enter your search terms. Salesforce searches the following fields:
Document Name Keywords Description

3. Click Find Document. The search returns a list of documents that match all your search terms. The search results are listed in order of the closest matches. The Keywords and Document Name fields are used to determine the closest matches. The fields you see are predefined and cannot be changed. Tip: Use quotation marks around a phrase to search for the words in that sequence. For example, a search for my logos returns documents whose fields or content contains that exact phrase, as well as my and logos. Without quotation marks, your search returns any document whose fields or content includes any of the words in the search. For example, my logos returns documents whose fields or content contains my and logos. 4. Select any document to jump directly to the detail page for that document, or click View to open the document in a new window.

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Searching for Documents

If document content search is enabled, Salesforce will also perform a full-text search of the document. When a new document is uploaded or an old one is replaced, its contents are available for searches. To enable document content search: 1. Click Your Name > Setup > Customize > Search > Search Settings. 2. Select Enable Document Content Search. Note: Salesforce automatically determines if the contents of a document can be searched. If the Document Content Searchable property is checked on a document, then its contents have been processed successfully and can be searched. If your document is large, it may take several minutes before Salesforce searches the contents of a document and marks the Document Content Searchable property. You can also find documents using global search. 1. Enter your search terms in the header search box. 2. Select Search Options... from the drop-down and select Documents to narrow your search results. 3. Click Search. The following file types are supported for a document content search. Note: The contents of documents that exceed the maximum sizes are not searched; however, the document fields are still searched. Only the first 1,000,000 characters of text are searched. Text beyond this limit is not included in the search. File Type File Extensions Maximum Size 5,120 KB

HTML (only the text within a <body> .htm tag)

.html .xhtml

PDF PPT

.pdf .pot .pps .ppt

25,600 KB 25,600 KB

RTF Text

.rtf .c .cpp .css .csv .ini .java .log

5,120 KB 5,120 KB

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Email Overview

File Type

File Extensions
.sql .txt

Maximum Size

Word

.doc .dot

25,600 KB

XLS

.xls .xlt

5,120 KB, or a maximum cell limit of 100,000 cells 5,120 KB

XML

.xml

In some instances documents are not searched. These include: If a file extension is changed to a different format, it is not searched, even if both extensions are valid. For example, a .txt file that is renamed to .rtf is not searched. PDF and Word documents may have security restrictions that prevent them from being searched. To ensure that the content is searchable, the content extraction property on your file must be set to Enabled when creating your document.

See Also:
Search Overview Uploading and Replacing Documents Search Fields Refining Search Using Wildcards Refining Search Using Operators

EMAIL
Email Overview
Available in: All Editions except Database.com Mass email not available in: Personal, Contact Manager, and Group Editions

You can email contacts, leads, person accounts, and users in your organization directly from account, contact, lead, opportunity, case, campaign, or custom object pages. There is no limit on the number of these emails sent individually.

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Email Overview

With mass email in Professional, Enterprise, Unlimited, and Developer Edition organizations, you can email a list of contacts, leads, or person accounts for small-scale sales or support. Mass email is intended to facilitate your business processes, not replace your existing email application or handle mass-marketing campaigns. Using the API, you can send single emails to a maximum of 1,000 external email addresses per day based on Greenwich Mean Time (GMT). Single emails sent using the application don't count towards this limit. You can send mass email to a total of 1,000 external email addresses per day per organization based on Greenwich Mean Time (GMT). The maximum number of external addresses you can include in each mass email depends on the Edition of Salesforce you are using: Edition Professional Enterprise Edition Unlimited Edition Address Limit per Mass Email 250 500 1,000

Note: Note the following about email limits: The single and mass email limits don't take unique addresses into account. For example, if you have [email protected] in your email 10 times, that counts as 10 against the limit. You can send an unlimited amount of email to your internal users. These limits also apply to emails sent using the API and Apex. In Developer Edition organizations and organizations evaluating Salesforce during a trial period, your organization can send mass email to no more than 10 external email addresses per day. This lower limit does not apply if your organization was created before the Winter '12 release and already had mass email enabled with a higher limit.

When you send an email, you can choose a predefined template for the message. To personalize your message, the template can include merge fields that are replaced with information from the Salesforce record when the email is sent. For instance, your organization may want to use a standard template to communicate solution information to customers with cases. Your administrator maintains organization-wide templates, and you can maintain your own personal templates.

See Also:
Sending Email Sending Mass Email Editing Email Settings Email Fields Managing Email Templates Force.com Connect for Microsoft Outlook Overview What is a Person Account? Testing Deliverability Can I use Salesforce to send mass emails?

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Sending Email

Sending Email
Available in: All Editions except Database.com

User Permissions Needed To send emails: To create an organization-wide address: Send Email Modify all Data

To send email to a contact, lead, person account, or other user: 1. Click Send An Email on the Activity History related list of a record. Or, from a case, click Send An Email or Reply from the Email related list. This option is available only to organizations using Email-to-Case or On-Demand Email-to-Case. 2. Optionally, specify the sending address of the email from the From drop-down list for emails associated with Email-to-Case or On-Demand Email-to-Case; or if the email name or email address in your email settings is different from the email name or email address on your user record. When creating a new outbound Email-to-Case or On-Demand Email-to-Case message, the From address is auto-populated with your name. When replying to an inbound message, the From address is auto-populated with the routing address to which the email was sent. If you previously defined any organization-wide addresses, the email addresses associated with your user profile also appear in this drop-down list. Organization-wide addresses are not available for Mass Email, or Stay-in-Touch requests. 3. If you want to remove any HTML formatting and send a text email, click Switch to Text-Only. Click Switch to HTML to use HTML formatting or to track the email. 4. Enter a contact, lead, or person account in the To: field. Only one name can be entered in the To: field. For contacts and leads that have multiple email fields, you can select an email address. 5. Optionally, choose another record, such as an account, case, or custom object, to associate with the email. 6. Optionally, if you want other people to receive the email as primary recipients, enter email addresses in the Additional To: field, or click the Additional To: link to select individuals from a list. These people do not need to be Salesforce records. Email addresses can be separated by semicolons, commas, spaces, or new lines. 7. In the CC: and BCC: fields, enter any additional email addresses, or click the CC or BCC link to select individuals from a list. Email addresses can be separated by semicolons, commas, spaces, or new lines. If your organization has enabled compliance BCC emails, the BCC: field is not available and your Automatic Bcc setting under My Email Settings is disabled. 8. Enter a subject and body for the email, or click Select Template to choose a predefined email template. Choose a folder and select a template from the folder. If necessary, you can modify the content of the template in your email; however, you cannot modify Custom templates. Warning: If you modify the template contents, your changes affect only the HTML version of the email template. The changes are not reflected in the text-only version of the email sent to recipients. When replying to an Email-to-Case or On-Demand Email-to-Case email, the original email is included in the email body. All or parts of this email can be deleted.

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Guidelines on Sending Email

9. If you chose an HTML email template, use the format toolbar to format your text. For more information, see Using the Format Toolbar. Available in Professional, Enterprise, Unlimited, and Developer Editions only. 10. Optionally, select Attach File to add a file. You can attach multiple files as long as the total size of all attached files does not exceed 10 MB. 11. If Spell Checker is enabled for your organization, click Check Spelling to spell-check the body of the email. Spell Checker does not support all the languages that Salesforce supports. For example, Spell Checker doesnt support Thai, Russian, and double-byte languages, such as Japanese, Korean, or Chinese. If you are using an email template, the Check Spelling button is available for text templates and Visualforce templates without HTML tags. 12. Click Send. If the recipient does not have an email address, Salesforce prompts you to edit the persons email address and click: Save Address to add the email address to the record without sending the email. Save Address and Send to add the email address to the record and send the email.

See Also:
Guidelines on Sending Email Email Fields Sending Mass Email Tracking HTML Email Working with Case Emails What is a Person Account? Testing Deliverability Can I use Salesforce to send HTML emails?

Guidelines on Sending Email

Available in: All Editions except Database.com

Note the following when sending email.

Tips
If bounce management is activated and the email bounces, Salesforce displays an error message. Click the link in the error message to update the email address and optionally send the email to the updated address. You can send emails related to any record, as long as you have access to view or edit the record.

Notes
An attachment is sent as a link if its total size is 3 MB or more or if it is sent using mass email. When recipients click the attachment link in the email, the attachment opens in a separate Web browser, and they can download the file. Attachments sent as links are stored for 30 days.

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Mass Email Status Messages

Attachments aren't stored on emails sent from Salesforce. To be saved with the email, attachments must be either associated with the email later or sent to Salesforce using using Email-to-Case, Email-to-Salesforce, On-Demand Email-to-Case, or Salesforce for Outlook. Emails sent via the Send an Email button are listed in the Activity History list of the related records. The Activity History item is titled Email: Subject. You can click the email subject to view the body of the email. Emails sent from the Email related list of a case are saved in the Email related list. This functionality is only available for organizations with Email-to-Case or On-Demand Email-to-Case enabled. If your page layout or field-level security settings prevent you from viewing a field, that field won't be available for email templates. (Field-level security is available in Enterprise, Unlimited, and Developer Editions only.)

See Also:
Sending Email Sending Mass Email

Mass Email Status Messages

Available in: Professional, Enterprise, and Unlimited Editions

If you're configured to receive email notifications for mass emails, you'll see an auto-generated status email from Salesforce for each mass email you send. The subject line of the status email contains the value you entered in the Mass Email Name field when sending the mass email. The status message shows the number of recipients that the mass email was both addressed and sent to. These numbers may differ because: The mass email would cause your organization to exceed its daily mass email limit. Salesforce does not send the message to any of the intended recipients in this case. One or more selected recipients opted out of receiving mass email after the mass email was scheduled but before it was processed. One or more selected recipient email addresses were removed from the contact or lead after the mass email was scheduled but before it was processed. The user who sent the mass email was deactivated after the mass email was scheduled but before it was processed. Salesforce does not send mass emails scheduled by a user who is deactivated.

To turn on the notification option, click Your Name > Setup > Email Administration > Deliverability, and select Notify sender when mass email completes.

See Also:
Guidelines on Sending Mass Email Configuring Deliverability Settings

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Sending Mass Email

Sending Mass Email

Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To send mass emails to contacts, person accounts, or leads: To send mass emails to users: "Mass Email" "Mass Email" AND "Manage Users" To send mass emails and log them in the Activity History related list: "Mass Email" AND "Edit Tasks"

Watch a Demo on Sending Mass Email (4:31 minutes) You can send a mass email message to a recipient list that consists of contacts, leads, person accounts, or users you can view in Salesforce. 1. Choose the type of recipients for your mass email: To send mass email to contacts or person accounts, click Mass Email Contacts in the Tools section at the bottom of the Contacts or Cases tabs. If your organization uses person accounts, the link is also in the Tools section at the bottom of the Accounts tab. To send mass email to leads, click Mass Email Leads in the Tools section at the bottom of the Leads tab. To send mass email to users, click Your Name > Setup > Manage Users > Mass Email Users. This link is available to administrators and users with the Manage Users permission.

2. Select a list view of recipients and click Go!. By default, the My Contacts, My Leads, Active Users, or My Cases views include all records of that type with an email address. To change the list of recipients, create a new custom view. See Creating Custom List Views on page 270. Contacts, leads, or person accounts that have the Email Opt Out field selected or do not have an email address are not included in any email list views. Person accounts are included in contact list views. 3. All recipients in the list view are selected by default. Remove recipients who shouldn't receive the mass email by deselecting them or using the top checkbox in the list view to select or deselect all of the recipients listed on the page. 4. Click Next. 5. Choose an email template. Note: You cant send a mass email using a Visualforce email template.

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Sending Mass Email

6. Optionally, click the Preview links to view the templates. In the email template preview window, the template displays with any merge fields included, such as {!Account.AccountNumber}. When you send your email, data from the recipients' records, or any applicable substitute text, is inserted into the email in place of those merge fields. 7. Click Next. 8. On the confirmation page, select from the available Processing Options:
BCC me on one message Store an activity for each message

The Activity History item is associated with the contact, lead, or person account and displays as Mass Email:<Template Description>. The email subject, body, and attachments are not stored in the Activity History item. To log Activity History items, you must have access to view or edit the records in the recipient list and have the Edit Task permission.
Use my signature

Optionally, include your email signature in this mass email. This option applies to text emails only.
Mass Email Name

Enter a name you can use to identify this mass email in the mass email queue. See Monitoring the Mass Email Queue on page 952 for more information. Note: The mass email name only appears in the mass email queue and status messages you receive from Salesforce. Salesforce doesn't add the mass email name to the mass email you're sending.

9. In the Delivery Options section, do one of the following. Select Send now. Select Schedule for delivery on and click in the date field to specify when Salesforce will send the mass email. Use the adjacent drop-down menu to specify the time zone. Note: Users can click Your Name > Setup > Email > My Mass Emails to view and cancel mass emails they scheduled. Administrators can click Your Name > Setup > Monitoring > Mass Email to view and cancel mass emails scheduled by all users in their organization. See Monitoring the Mass Email Queue on page 952 for more information. 10. Click Send to submit the mass email. 11. Click Finished to complete the mass email wizard.

See Also:
Guidelines on Sending Mass Email Mass Email Status Messages Email Fields Field-Level Security Overview What is a Person Account? Can I use Salesforce to send HTML emails? Can I use Salesforce to send mass emails?

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Guidelines on Sending Mass Email

Guidelines on Sending Mass Email

Available in: Professional, Enterprise, Unlimited, and Developer Editions

When sending mass email, note the following.

Tips
You can send mass email to a total of 1,000 external email addresses per day per organization based on Greenwich Mean Time (GMT). The maximum number of external addresses you can include in each mass email depends on the Edition of Salesforce you are using: Edition Professional Enterprise Edition Unlimited Edition Address Limit per Mass Email 250 500 1,000

Note: Note the following about email limits: The single and mass email limits don't take unique addresses into account. For example, if you have [email protected] in your email 10 times, that counts as 10 against the limit. You can send an unlimited amount of email to your internal users. These limits also apply to emails sent using the API and Apex. In Developer Edition organizations and organizations evaluating Salesforce during a trial period, your organization can send mass email to no more than 10 external email addresses per day. This lower limit does not apply if your organization was created before the Winter '12 release and already had mass email enabled with a higher limit. Before you send a mass email, create a custom view of contacts, leads, person accounts, or cases without an email address. In the search criteria, choose Email equals, and leave the third field blank. You can then update those records before sending your emails. Unfortunately, there is no way to validate an email address without sending an actual email message. If your template contains a merge field for which there is no data in a particular record, that field does not appear in the email you send. To find such blank fields, modify your recipient list view to search for the merge fields you are using in your template, and enter the criterion <field> equals, leaving the third field blank. Edit those records that have blank fields before you send your emails. You can send a mass email to a recipient list that consists of contacts, leads, person accounts, or users you can view in Salesforce.

Notes
If the email deliverability option Notify sender when mass email completes is selected, you receive an auto-generated status email from Salesforce for each mass email you send. The subject line of the status email contains the value you entered in the Mass Email Name field when sending the mass email. Attachments in mass emails are sent as links rather than as physical files. When recipients click the attachment link in the email, the attachment opens in a separate Web browser, and they can download the file. Attachments sent as links are stored for 30 days.

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Email Fields

Limitations
Mass email can only be sent to an address in a standard email field. Mass email using a custom email field is not supported. If a standard email field is hidden by field-level security, the Mass Email links for contacts and leads don't appear. Email templates give you access only to the fields that are accessible to you via your page layout and field-level security settings. (Field-level security is available in Enterprise, Unlimited, and Developer Editions only.) You cannot use an organization-wide address to send a mass email or a Stay-in-Touch request.

See Also:
Sending Mass Email Mass Email Status Messages Configuring Deliverability Settings Can I use Salesforce to send mass emails?

Email Fields
Available in: All Editions

A Salesforce outbound email has the following fields, listed in alphabetical order. Field
Attachment

Description List of the attached files. The maximum total size of all email attachments is 10 MB. List of email addresses to which the email will be blind carbon copied. Up to 2000 characters are allowed in this field. You can separate email addresses by semi-colons, commas, spaces, or new lines. Emails with addresses that contain parentheses, such as john(smith)@acme.com, will not be sent. The BCC: field is not available if your organization has enabled compliance BCC emails.

BCC

Body

Main text of the email. Up to 384 KB of data are allowed in this field. List of email addresses to which the email will be copied. Up to 2000 characters are allowed in this field. You can separate email addresses by semi-colons, commas, spaces, or new lines. Emails with addresses that contain parentheses, such as john(smith)@acme.com, will not be sent. Automatically generated field containing your email address. Existing account, asset, campaign, case, contract, opportunity, product, solution, or custom object that the email is related

CC

From Related To

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Tracking HTML Email

Field

Description to. This field is not sent with the email, but is stored in the Activity History with the email.

Signature

Your personalized tag line. Set your signature via Email > My Email Settings in the Personal Setup area. It is automatically appended to individual emails. You can choose to append it to mass emails. Subject of the email. Up to 80 characters are allowed in this field. The contents of this field display in bold if the email Status is New. Name of the contact, lead, or person account to which the email will be sent. Only one name can be entered in this field.

Subject

To

Tracking HTML Email

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

After sending an HTML email, you can track the date it was first opened, the number of times it was opened, and the date it was most recently opened. Detail pages for contacts, leads, and person accounts include an HTML Email Status related list. Each email you send to a person or mass distribution list is listed, including the date the email was sent, first opened, last opened, and the total number of times it was opened by all users (multiple openings by the same user are counted). This list also includes automatic emails such as those sent through Web-to-Lead and Web-to-Case response rules. Click Send An Email to create a new message. See Sending Email on page 258 for more details on sending an email. Click View All to view more details about all the items in the HTML Email Status related list. Click Edit next to an email to add any notes to it. Click Del to remove an email from the HTML Email Status related list. Click the subject of an email to view the entire email message. If the subject is longer than 100 characters, it is truncated with ellipses (...).

To report on the HTML email statistics listed in the HTML Email Status related list, use the HTML Email Status Report available from the Reports tab. Note: Add the HTML Email Status related list to your contact, lead, and person account page layouts before users send HTML emails that they need to track.

See Also:
Customizing Activity Settings What is a Person Account?

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Email

Setting Up Email to Salesforce

Setting Up Email to Salesforce

Available in: All Editions except Database.com

Before you can use your Email to Salesforce address, you must configure it. 1. Click Your Name > Setup > Email > My Email to Salesforce. Tip: We recommended that you add your Email to Salesforce address to the address book of your email client for easy retrieval. 2. In My Acceptable Email Addresses, enter any email addresses you will use to send email. Separate multiple email addresses with commas. Important: Your Email to Salesforce address only accepts email from addresses you list. If you do not list any email addresses, email sent to your Email to Salesforce address will not be associated to any records. 3. Choose whether you'd like all emails to be sent to My Unresolved Items so you can manually assign them to related records or whether you'd like us to first try to automatically assign them. 4. Configure Email to Salesforce to add emails as activities to matching opportunities, leads, contacts, or all three. 5. If you selected leads or contacts, choose how Email to Salesforce should process emails containing lead or contact information that matches duplicate records. Email to Salesforce can add the email activity to all matching records, to the oldest duplicate record, or to the record that has greatest number of activities. 6. If you selected leads or contacts, you can select If no matching records are found, create a task and send it to My Unresolved Items to have the email sent to My Unresolved Items if no matching records are found. If this checkbox isn't selected and Salesforce can't identify the To or From email addresses, the email won't be saved in Salesforce. 7. Select Always save email attachments to save attachments on emails sent to Salesforce. The size limit for an attached file is 5 MB when attached directly to the related list. The size limit for all files attached to an email is 10 MB. 8. Select Email me confirmation of association to receive a confirmation email when emails are successfully associated. 9. In Excluded Domains, enter any email domains you want to exclude from automatic association. Separate multiple email domains with commas. 10. Click Save.

See Also:
Adding Email with Email to Salesforce

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Email

Adding Email with Email to Salesforce

Adding Email with Email to Salesforce

Available in: All Editions except Database.com

You can add emails to matching leads, contacts, or opportunities. 1. Compose an email from a third-party email account that you designate in My Acceptable Email Addresses on the My Email to Salesforce setup page. 2. Enter your Email to Salesforce address in the BCC field of your email. 3. Enter desired recipients in the To, CC, and BCC fields. 4. Send the email. Salesforce receives the emails and, based on your My Email to Salesforce settings, adds them to either the Activity History related list of matching records or the My Unresolved Items page, where you can manually assign them. Unresolved emails also appear in your open task list. You can add emails to specific Salesforce records. 1. Compose an email from a third-party email account that you designated in My Acceptable Email Addresses on the My Email to Salesforce setup page. 2. In Salesforce, locate the record ID of the record with which you want the email associated. The record ID is the 15-digit, case-sensitive, alphanumeric code that displays at the end of the URL for a record. For example, if you view the detail page of a campaign record, the URL will look similar to this: https://na1.salesforce.com/701D0000000HQZy; the record ID for this record is 701D0000000HQZy. 3. In the subject line or body of the email, type ref: followed by the record ID. For example: ref: 701D0000000HQZy. Note: Record IDs can either be typed on a separate line or within the email body text if surrounded by (), [], or {}. For example: (ref: 701D0000000HQZy). Multiple record IDs must be separated with commas, for example: ref: 701D0000000HQZy, 801D0000000IRAz, 901D0000000JSBa. 4. Enter your Email to Salesforce address in the To, CC, or BCC fields of your email. 5. Optionally enter additional recipients in the To, CC, or BCC fields. 6. Send the email. Salesforce receives the emails and adds them to the Activity History related list for each record that matches a record ID specified in the email. Invalid IDs or IDs for records that you do not have read access to are ignored. If Email to Salesforce is configured to associate email with matching leads, contacts, or opportunities, an unresolved task is created when an email is associated to a lead, contact, or opportunity using only a record ID and not a matching email address. For example, if you have configured emails to be associated with matching leads and you send an email directly to your Email to Salesforce address with a lead record ID in the body or subject line of the email, the email is associated to the lead and an unresolved task is created.

See Also:
Setting Up Email to Salesforce

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Guidelines on Using Email to Salesforce

Guidelines on Using Email to Salesforce

Available in: All Editions except Database.com

If you use a company-provided or third-party email account, you can use Email to Salesforce to assign emails to leads, contacts, opportunities, and other records in Salesforce. When composing, forwarding, or replying to email, simply enter your Email to Salesforce address in the BCC field or any recipient field. Salesforce receives a copy of the email and, depending on your configuration, adds it to either the Activity History related list of the matching records or to the My Unresolved Items page, where you can manually assign it.

Tips
An administrator must activate Email to Salesforce for your organization. After activation, Salesforce generates a unique Email to Salesforce address for each user. Users receive an automated email from Salesforce that contains their Email to Salesforce address. The Email to Salesforce address can also be viewed by clicking Your Name > Setup > Email > My Email to Salesforce. The Email to Salesforce address is automatically generated and cannot be changed. You can also save a message as an email activity without sending or resending it to another person. Simply forward the email with your Email to Salesforce address in the To field. Be sure that there are no other email address in the To, CC, and BCC fields. Salesforce receives a copy of the email and searches the From, To, and CC fields in the forwarded email for the email addresses of your leads and contacts. If any leads or contacts are found, Salesforce saves the email in the Activity History related list on the appropriate record. When you use Email to Salesforce to save a message as an email activity, the default task type is specified by the Send Email Default setting. You can change the default value by editing the Task Type picklist field. You don't need to configure Email to Salesforce to associate emails to matching records. Salesforce searches emails sent to your Email to Salesforce address for a record ID, then looks for the record. If related records are found, Salesforce adds the email to either the Activity History related list on those records or to the My Unresolved Items page, where you can manually assign them.

Notes
You can use Email to Salesforce with email client applications such as IBM Lotus Notes and Microsoft Outlook, as well as webmail such as Gmail and Yahoo! Mail. The email addresses you use to send Email to Salesforce must be configured in the My Acceptable Email Addresses field in the My Email to Salesforce setup page. Email to Salesforce attempts to match the email address found in the To or CC fields with the one in the Email standard field. It doesn't support matching on custom email fields. The maximum number of email addresses that Email to Salesforce can match is 50. If the combined number of addresses in the To and CC fields exceeds this limit, Email to Salesforce processes only the first 50 unique addresses in the email. If Email to Salesforce matches an email address to multiple lead or contact records in Salesforce, you can choose to associate the email with all matching records, the oldest record, or the record with the most activity. If Email to Salesforce matches an email to multiple opportunity records in Salesforce, the email is included in the activity history on all matching open records. If you configure Email to Salesforce to associate emails to matching leads or contacts, Salesforce searches the To and CC fields for the email addresses of your leads or contacts. If any leads or contacts are found, Salesforce saves the email to the Activity History related list on the appropriate record. If you configure Email to Salesforce to associate emails to matching opportunities, Salesforce searches the To and CC fields for the email addresses of your contacts. If contacts are found, Salesforce saves the email to the Activity History

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related list on all open opportunities, as long as the contact is assigned a contact role on the opportunity. For example, the contact may be assigned the role of Decision Maker on an opportunity. If you use Gmail, see Using Gmail in Salesforce on page 337 to learn about the additional Gmail features that Salesforce offers. Email to Salesforce can create a maximum of 50 email activities for each email it receives. The size limit for an attached file is 5 MB when attached directly to the related list. The size limit for all files attached to an email is 10 MB. For each matching record, all attachments sent with the email are duplicated, which affects your data size limit. Any attachments that aren't added are listed in the confirmation email you receive from Salesforce. Email text and HTML is automatically truncated to 32 KB. Email to Salesforce is required to use the Add Email feature with Salesforce for Outlook. Disabling one feature will automatically disable the other. With Salesforce for Outlook, you add emails using the Add Email and Send and Add toolbar buttons instead of the BCC field. If Salesforce cant match any email addresses for recipients that appear in the To and Cc fields of emails you add to Salesforce, the My Unresolved Items page displays one row for each email.

See Also:
Setting Up Email to Salesforce Adding Email with Email to Salesforce Enabling Email to Salesforce Google Apps Overview Resolving Your Unassigned Emails

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Resolving Your Unassigned Emails

Resolving Your Unassigned Emails

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view or edit unresolved emails: Edit on tasks and Read on the objects you assign to the email AND Email to Salesforce OR Add Email in Salesforce for Outlook and Email to Salesforce To create new Salesforce records: Edit on tasks AND Show Quick Create and Create on those objects To see recently used data in the related records fields: Lookup Auto-Completion in Search Settings

When emails are sent to Salesforce using Email to Salesforce or Salesforce for Outlook, some are automatically assigned to related records based on your Email to Salesforce settings. The rest are added to My Unresolved Items, where you can either assign them to related Salesforce records or confirm that you want to leave them unassigned. 1. Access your unresolved emails from the sidebar shortcut Unresolved Items. 2. Depending on how you want to resolve an email, choose either of these actions. Assign to related recordsEnter a related record in one or both fields. If you need to, first select the correct record type from the drop-down list. If you assign a lead, you can't assign additional records. Clear an entry to cancel an assignment. Leave unassignedClick Don't Assign. The text Unresolved Email: is removed from the subject line and the email is assigned to you as a completed task. If the task's Status picklist includes more than one completed status, we use the first one.

3. Click Save to save your changes. All modified items are removed from the list. You can return any time to resolve remaining items. Clicking Cancel cancels all changes on the page. The email is added to the Activity History or Open Activities related list of the associated records.

Tips
Unresolved emails also appear in your open task list. You can resolve an email from the email's task record by assigning it to other Salesforce records. Assigned and completed emails are automatically removed from your unresolved emails and open task lists. Click next to an email to see its details.

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Click Email to Salesforce Settings to view your email assignment settings.

See Also:
Guidelines on Using Email to Salesforce My Unresolved Items Overview Adding Email with Salesforce for Outlook Using Gmail in Salesforce Enabling Lookup Auto-Completion

LIST VIEWS
Creating Custom List Views
Available in: All Editions

User Permissions Needed To create custom list views: To create, edit, or delete public list views: Read on the type of record included in the list Manage Public List Views

You can create new list views to see a specific set of records such as contacts, documents, or campaigns. For example, create a list view of accounts in your state, leads with a specific Lead Source, or opportunities above a particular Amount. You can also create views of contacts, leads, users, or cases to use for mass email recipient lists. To edit or delete any view you created, click Edit next to the View drop-down list. Administrators, and users with the Manage Public List Views permission, can also edit or delete public views and some of the standard Salesforce views. Users without the Manage Public List Views permission see the Clone link instead of Edit so they can clone a public or standard view. To create a new view, click Create New View at the top of any list page or in the Views section of any tab home page. Fill in the following: 1. Enter View Name Enter the name to appear in the View drop-down list. 2. If you have the Customize Application permission, enter a unique name to be used by the API and managed packages. 3. Specify Filter Criteria Filter by Owner These options vary depending on the kind of record. In general, select All... or My... to specify the set of records to search. There may be additional options: Lead and case list views can be restricted by queue.

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Price book list views can be restricted by price book. Activity list views have several options; see Viewing Activity Lists on page 122. If your organization has territory management, account and opportunity list views can be restricted by My Territories or My Territory Teams. My Territories means records associated with territories to which you belong. My Territory Teams means records associated with either territories to which you belong or territories below you in the territory hierarchy. If your organization has case teams, case list views can be restricted by My Case Teams. If your organization has account teams, account list views can be restricted by My Account Teams. If your organization has opportunity teams, opportunity list views can be restricted by My Opportunity Teams.

Filter by Campaign This option is available on the following list views: Contacts home Leads home Mass email contacts Mass email leads Mass add campaign members wizard Mass update campaign members wizard

If you are editing a list view that is filtered by campaign, and do not have at least read access to the campaign, you will receive an error when attempting to save the list view. Filter by Division If your organization uses divisions to segment data and you have the Affected by Divisions permission, select the division that records in the list view must match. This option is disabled if you are not searching all records. Select --Current-- to show records in your current working division. Filter by Additional Fields Optionally, enter filter criteria to specify conditions that the selected items must match, for example, Lead Source equals Web. You can also use special date values in your filter criteria. Note: When you select the Created Date field in a list view filter, the value you specify can only be a date and not a time. This restriction does not apply to other filters. 4. Select Fields to Display The default fields are automatically selected. You can choose up to 15 different fields to display in your view. You can display only the fields that are available in your page layout. When you select a long text area field, up to 255 characters are displayed in the list view. a. To add or remove fields, select a field name, and click the Add or Remove arrow. b. Use the arrows to arrange the fields in the proper sequence. 5. Restrict Visibility

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If you are an administrator or a user with the Manage Public List Views permission, specify whether everyone or just you can see the custom view. This option is not available in Personal Edition. To see a list view, users must also have the appropriate Read permission on the type of records within the list view. Alternatively, Enterprise, Unlimited, and Developer Edition users can specify a public group, role, or role including all users below that role to see the custom view. To share the list view, select Visible to certain groups of users, choose the type of group or role from the drop-down list, select the group or role from the list below it, and click Add. Note: List views are visible to your customers in the Salesforce Customer Portal if the Visible to all users radio button is selected for views on objects assigned to Customer Portal users' profiles. To create list views that only your Salesforce users can see, select Visible to certain groups of users, and then share it with the All Internal Users group or a selected set of internal groups and roles. When implementing a Customer Portal, create custom views that contain only relevant information for Customer Portal users, and then make those views visible to Customer Portal users by sharing them with the All Customer Portal. Users group or a selected set of portal groups and roles. For more information about a Customer Portal, see Setting Up Your Customer Portal on page 1751. 6. Click Save. The view appears in the View drop-down list so you can access it later. You can rename an existing list view and click Save As to save the criteria of the list view without altering the original view. To navigate back to the last list page you viewed, click Back to list at the top of any detail page. Note: The information you see in list views is only the data to which you have accesseither records you own or have read or read/write access to, records that have been shared to you, or records owned by or shared with users in roles below you in the role hierarchy. In addition, you can view only those fields that are visible in your page layout and field-level security settings. (Field-level security is available only in Enterprise, Unlimited, and Developer Editions). Archived activities are not included in activity list views. You can use the Activity History related list to view these activities. Tip: On account, contact, and lead list views, click the Open Calendar link at the bottom of the page to display a weekly view of a calendar underneath the list. Then, you can drag a record from the list to a time slot on the calendar to quickly create an event associated with the record. Note that your administrator controls the availability of this feature. For more information, see Working with Drag-and-Drop Scheduling on page 161.

See Also:
Printing List Views Creating Mobile List Views Filtering on Special Picklist Values Navigating Long Lists Deleting List Views Customizing User Interface Settings Working with Enhanced Lists Using Inline Editing in Lists Tip sheet: Tips & Hints for Custom Views

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Working with Enhanced Lists

Working with Enhanced Lists

Available in: All Editions except Database.com

User Permissions Needed To use inline editing in an enhanced list: Mass Edit from Lists

Enhanced lists give you the ability to quickly view, customize, and edit list data to speed up your daily productivity. They must first be enabled by your administrator for you to take advantage of them. Enhanced lists allow you to: Navigate through the list results by clicking the first page icon (<<), Previous, Next, or the last page icon (>>) at the bottom of the list. Jump to a specific page of results by entering a number in the text box in the lower right corner, and then pressing Enter. Create a new view by clicking Create New View. Edit, delete or refresh the current view by clicking Edit, Delete, or , respectively. Change the number of records displayed per page. Click in the lower left corner of the list and select the desired setting. You can view 10, 25, 50, 100, or 200 records at a time. When you change this setting, you return to the first page of list results. Changing your preference for the number of records displayed per page applies to all lists in all Salesforce apps, not just the one currently displayed. In addition, if you change your preference to 200, a message warns you of possible performance degradation. Change the width of a column by dragging the right side of the column heading with your mouse. Any changes you make to column widths are specific to that list only, and are preserved when you next view the list. If you add or remove columns from a list, any column width customizations for that list are discarded automatically. Change the order in which a column is displayed by dragging the entire column heading with your mouse to the desired position. If you have permission to edit the list definition, your changes are automatically saved for all users who see the list. If you do not have permission to edit the list definition, your changes are discarded when you navigate away from the page. Change the number and order of columns displayed by clicking Edit next to the list drop-down in the upper left corner. See Creating Custom List Views on page 270. If your administrator has enabled inline editing for your organization, edit single records directly from the list by double-clicking on individual field values. If your administrator has granted you the Mass Edit from Lists permission, you can also edit up to 200 records at a time. See Using Inline Editing in Lists on page 274. On account, contact, and lead list views, click the Open Calendar link at the bottom of the page to display a weekly view of a calendar underneath the list. Then, you can drag a record from the list to a time slot on the calendar to quickly

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Using Inline Editing in Lists

create an event associated with the record. Note that your administrator controls the availability of this feature. For more information, see Working with Drag-and-Drop Scheduling on page 161.

See Also:
Using Inline Editing in Lists Customizing User Interface Settings Creating Custom List Views Navigating Long Lists

Using Inline Editing in Lists

Available in: All Editions except Database.com

User Permissions Needed To use inline editing in an enhanced list: Mass Edit from Lists

If both inline editing and enhanced lists are enabled, you can edit records directly in a list. Editable fields display a pencil icon ( ) when you hover over the field, while non-editable fields display a lock icon ( ). Warning: In enhanced list views, when different users make inline edits to the same fields on a record simultaneously, records are updated with the most recent edit without a conflict error message. To edit one record, double-click the editable value, specify a new value, and click OK. If you have the Mass Edit from Lists permission, you can edit up to 200 records at once. To edit multiple records: 1. Select the checkbox next to each record you want to update. If you select records on multiple pages, Salesforce remembers which records are selected. 2. Double-click one of the cells you want to edit. A dialog box displays allowing you to apply your edit to one record, or to every record selected. Note: You cannot edit multiple product records at once, they must be edited one at a time.

If you encounter any errors when trying to update records, a console window displays showing the name of each record in error (if known), as well as a description of why the error occurred. Click the name of a record in the console window to open that record's detail page in a new window. Salesforce keeps track of the records you've clicked in the error console by displaying them in gray, strike-through text. Note: To view the error console, pop-up blockers must be disabled for the Salesforce domain. To check if your browser allows pop-up windows, click Your Name > Setup > My Personal Information > Reminders, and then click Preview Reminder Alert.

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Viewing Chatter Feeds on List Views

Tips for Using Inline Editing with Lists

Note the following tips when using inline editing with lists: Some standard fields do not support inline editing. For example, Case Status, Opportunity Stage, Opportunity Amount, Opportunity Quantity and Lead Status, and most Task and Event fields can only be edited from a record's edit page. For more information, see Editing Data Using Inline Editing on page 17. If your organization uses record types, inline editing with lists is only available when all of the records in the list are of the same record type. Therefore, you must specify a filter of Record Type equals X, where X is the name of a single record type (or blank for the master record type). To perform inline editing on an enhanced list, filter logic must be turned off in the list view filter criteria. For lists of activities, you must specify an additional filter of either Task equals True (for tasks) or Task equals False (for events) for inline editing to be available. If your organization is using Person Accounts: You can't use inline editing to change them from a Contact list. You can only inline edit Person Accounts from an Account list. You can only use inline editing on contacts associated to business accounts by specifying an additional filter of Is Person Account EQUALS False in your list criteria.

Viewing Chatter Feeds on List Views

Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

If Chatter is enabled, click Chatter on a standard or custom object list view to see a Chatter feed with updates from the last 30 days for the records included in the list view. Click List to display the list view again. You can choose a different list view from either mode. Click a record name to view the record, or a person's name to view their profile Click Comment to comment on a post Click Like to like a post Click the timestamp of a post, for example, Yesterday at 12:57 AM, to see that post in the feed of its associated record Click Show More to see older posts

Consider the following tips for Chatter feeds on list views: You can only view Chatter feeds on list views for objects enabled for feed tracking If drag-and-drop scheduling on list views is enabled, you won't see Chatter feeds on the list views for accounts, contacts, or leads

See Also:
Using Chatter Using Chatter Feeds

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Printing List Views

Printing List Views

Available in: All Editions except Database.com

User Permissions Needed To print list views: Read on the records included in the list

Note: Your administrator can enable and disable printable list views.

You can print list views for the following kinds of records: Accounts Activities Campaigns Cases Contacts Contracts Custom objects Documents Leads Opportunities Permission sets Price books Profiles Products Reports Solutions

To print a list view: 1. Navigate to a list view, for example, All Accounts on the Accounts tab. 2. Sort the contents of the list view as you want them printed. 3. Click . Note: To change the sorting, close the printable view window, select the appropriate column header on the list view, and then click . 4. To select how many records display, choose a value from the Number of Records drop-down list. You can display up to 1,000 records. To show fewer records, refine your list view criteria. To print more than 1,000 records, run a report and then click the Printable View button on the report.

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5. In the upper right corner of the printable view window, click Print this Page.

See Also:
Creating Custom List Views

Navigating Long Lists

Available in: All Editions

Many list pages in Salesforce include the following tools for managing a large amount of data: To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit. At the top of a list, click a letter to show items that correspond to that letter, or click Other to show items whose names begin with numbers or symbols. Click All to display all items that match the criteria of the current view. To sort list view items by the data in a particular column, click that columns heading. This sorts text data alphabetically and numerical data in ascending order. Dates are sorted with the most recent date first. To reverse the sort order, click the column heading a second time. Note: You can sort by any custom field except multi-select picklists.

Click the Previous Page or Next Page link to go to the previous or next set of items in the current view. At the bottom of a list, click the fewer or more link to decrease or increase the number of items per page.

In some related lists with many items, the following links are available: Click Show [number] more to increase the number of items in the list. Click Go to list to display a secondary page of the entire related list.

See Also:
Creating Custom List Views Viewing Profile Lists

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Deleting List Views

Deleting List Views

Available in: All Editions

To delete one of your custom views, select the view from the drop-down list and click the Edit link. At the top of the page, click the Delete button. If you are an administrator or a user with the Manage Public List Views permission, you can also delete shared views as well as some standard views.

See Also:
Creating Custom List Views Navigating Long Lists

Literal Date Values for Filter Criteria

When you use a date field such as Create Date or Last Update Date to filter for a range of dates, use one or more of the literal date values to specify the range. Available in: All Editions

When you create a list view that includes a filter for a range of dates, use one or more of the literal date values provided to specify the range. For example, to create a custom view or report of accounts created last week, enter Create Date equals LAST WEEK. For literal date values with variables (such as NEXT N DAYS), substitute N with any number greater than zero. Date values are not case-sensitive. You can use LAST WEEK or last week. You can use multiple range values in a single field, separated by commas. Note: For Enterprise, Unlimited, Professional, and Developer Editions, the week is defined by the Locale drop-down list in your personal information settings at Your Name > Setup > My Personal Information > Personal Information. For Contact Manager, Group, and Personal Editions, the week is defined by the Locale setting in the company profile at Your Name > Setup > Company Profile > Company Information. For example, when the Locale is US English, a week runs Sunday to Saturday, whereas with UK English, a week spans Monday to Sunday. Literal Date Value YESTERDAY TODAY TOMORROW LAST WEEK Range Starts at 12:00:00 a.m. on the day before the current day and continues for 24 hours. Starts at 12:00:00 a.m. on the current day and continues for 24 hours. Starts at 12:00:00 a.m. on the day after the current day and continues for 24 hours. Starts at 12:00:00 a.m. on the first day of the week before the current week and continues for seven days.

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Literal Date Value THIS WEEK NEXT WEEK LAST n WEEKS NEXT n WEEKS n WEEKS AGO LAST MONTH THIS MONTH NEXT n MONTHS LAST n MONTHS n MONTHS AGO

Range Starts at 12:00:00 a.m. on the first day of the current week and continues for seven days. Starts at 12:00:00 a.m. on the first day of the week after the current week and continues for seven days. Starts at 12:00:00 a.m. on the first day of the week that started n weeks before the current week, and continues up to the current second. Starts at 12:00:00 a.m. on the first day of the week after the current week and continues for n times seven days. Starts at 12:00:00 a.m. on the first day of the week that started n weeks before the start of the current week and continues for seven days. Starts at 12:00:00 a.m. on the first day of the month before the current month and continues for all the days of that month. Starts at 12:00:00 a.m. on the first day of the current month and continues for all the days of that month. Starts at 12:00:00 a.m. on the first day of the month after the current month and continues until the end of the nth month. Starts at 12:00:00 a.m. on the first day of the month that started n months before the current month and continues up to the current second. Starts at 12:00:00 a.m. on the first day of the month that started n months before the start of the current month and continues for all the days of that month. Starts at 12:00:00 a.m. on the first day of the month after the current month and continues for all the days of that month. Starts at 12:00:00 a.m. 90 days before the current day and continues up to the current second. (The range includes today.) Starts at 12:00:00 a.m. on the day after the current day and continues for 90 days. (The range does not include today.) Starts at 12:00:00 a.m. n days before the current day and continues up to the current second. (The range includes today.) Starts at 12:00:00 a.m. on the next day and continues for the next n days. (The range does not include today.) Starts at 12:00:00 a.m. on the day n days before the current day and continues for 24 hours. (The range does not include today.) Starts at 12:00:00 a.m. on the first day of the calendar quarter before the current calendar quarter and continues to the end of that quarter. Starts at 12:00:00 a.m. on the first day of the current calendar quarter and continues to the end of the quarter. Starts at 12:00:00 a.m. on the first day of the calendar quarter after the current calendar quarter and continues to the end of that quarter.

NEXT MONTH LAST 90 DAYS NEXT 90 DAYS LAST n DAYS NEXT n DAYS n DAYS AGO LAST QUARTER THIS QUARTER NEXT QUARTER

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Literal Date Value LAST n QUARTERS

Range Starts at 12:00:00 a.m. on the first day of the calendar quarter n quarters ago and continues to the end of the calendar quarter before the current quarter. (The range does not include the current quarter.) Starts at 12:00:00 a.m. on the first day of the calendar quarter after the current quarter and continues to the end of the calendar quarter n quarters in the future. (The range does not include the current quarter.) Starts at 12:00:00 a.m. on the first day of the calendar quarter n quarters before the current calendar quarter and continues to the end of that quarter. Starts at 12:00:00 a.m. on January 1 of the year before the current year and continues through the end of December 31 of that year. Starts at 12:00:00 a.m. on January 1 of the current year and continues through the end of December 31 of the current year. Starts at 12:00:00 a.m. on January 1 of the year after the current year and continues through the end of December 31 of that year. Starts at 12:00:00 a.m. on January 1 of the calendar year n years before the current calendar year and continues through the end of December 31 of that year. Starts at 12:00:00 a.m. on January 1 of the year that started n years before the start of the current year and continues through December 31 of the current year. Starts at 12:00:00 a.m. on January 1 of the year after the current year and continues through the end of December 31 of the nth year. Starts at 12:00:00 a.m. on the first day of the fiscal quarter before the current fiscal quarter and continues through the last day of that fiscal quarter. The fiscal quarter is defined in the company profile at Your Name > Setup > Company Profile > Fiscal Year. Note: None of the FISCAL literal date values are supported when creating mobile custom views.

NEXT n QUARTERS

n QUARTERS AGO LAST YEAR THIS YEAR NEXT YEAR n YEARS AGO

LAST n YEARS

NEXT n YEARS LAST FISCAL QUARTER

THIS FISCAL QUARTER

Starts at 12:00:00 a.m. on the first day of the current fiscal quarter and continues through the end of the last day of the current fiscal quarter. The fiscal quarter is defined in the company profile at Your Name > Setup > Company Profile > Fiscal Year. Starts at 12:00:00 a.m. on the first day of the fiscal quarter after the current fiscal quarter and continues through the last day of that fiscal quarter. (The range does not include the current quarter.) The fiscal quarter is defined in the company profile at Your Name > Setup > Company Profile > Fiscal Year. Starts at 12:00:00 a.m. on the first day of the fiscal quarter n fiscal quarters ago and continues through the end of the last day of the previous fiscal quarter. (The range does not include the current fiscal quarter.) The fiscal quarter is defined in the company profile at Your Name > Setup > Company Profile > Fiscal Year.

NEXT FISCAL QUARTER

LAST n FISCAL QUARTERS

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Literal Date Value NEXT n FISCAL QUARTERS

Range Starts at 12:00:00 a.m. on the first day of the fiscal quarter after the current fiscal quarter and continues through the end of the last day of the nth fiscal quarter. (The range does not include the current fiscal quarter.) The fiscal quarter is defined in the company profile at Your Name > Setup > Company Profile > Fiscal Year. Starts at 12:00:00 a.m. on the first day of the fiscal quarter n fiscal quarters before the current fiscal quarter and continues through the end of the last day of that fiscal quarter. Starts at 12:00:00 a.m. on the first day of the fiscal year before the current fiscal year and continues through the end of the last day of that fiscal year. The fiscal year is defined in the company profile at Your Name > Setup > Company Profile > Fiscal Year. Starts at 12:00:00 a.m. on the first day of the current fiscal year and continues through the end of the last day of the fiscal year. The fiscal year is defined in the company profile at Your Name > Setup > Company Profile > Fiscal Year. Starts at 12:00:00 a.m. on the first day of the fiscal year after the current fiscal year and continues through the end of the last day of that fiscal year. The fiscal year is defined in the company profile at Your Name > Setup > Company Profile > Fiscal Year. Starts at 12:00:00 a.m. on the first day of the fiscal year n fiscal years ago and continues through the end of the last day of the fiscal year before the current fiscal year. (The range does not include the current fiscal year.) The fiscal year is defined in the company profile at Your Name > Setup > Company Profile > Fiscal Year. Starts at 12:00:00 a.m. on the first day of the fiscal year after the current fiscal year and continues through the end of the last day of the nth fiscal year. (The range does not include the current fiscal year.) The fiscal year is defined in the company profile at Your Name > Setup > Company Profile > Fiscal Year. Starts at 12:00:00 a.m. on the first day of the fiscal year n fiscal years ago and continues through the end of the last day of that fiscal year.

n FISCAL QUARTERS AGO

LAST FISCAL YEAR

THIS FISCAL YEAR

NEXT FISCAL YEAR

LAST n FISCAL YEARS

NEXT n FISCAL YEARS

n FISCAL YEARS AGO

See Also:
Creating Custom List Views Creating a Report Filtering on Special Picklist Values

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Filtering on Special Picklist Values

The available fields vary according to which Salesforce Edition you have.

When creating filter criteria, you can use special picklist values for your search criteria. These are special picklists with values of either True or False. For example, to show all opportunities you have won, enter Won equals True as your search criteria. To show all closed/lost opportunities, enter Closed equals True and Won equals False. Note: If you are creating filter criteria for a report or list view, the lookup icon automatically displays when you choose to filter on one of the special picklists. Click the lookup icon to choose the value True or False. Alternatively, you can manually enter True or False in the filter criteria. These are the available fields and their values: Special Picklist Field Accounts and contacts: Is Person
Account

Value True

Description The account is a person account. For more information, see What is a Person Account? on page 68. Note that your administrator may have customized the name of this field. This field displays as the person account icon ( ). The account is a business account. The account is a partner account, or the lead or opportunity owner is a partner user. For more information, see Partner Portal Overview on page 3674. The account is not a partner account or the lead or opportunity owner is not a partner user. Applies only to events, not tasks. The event is marked as an all day event. The event has a specific time. Applies only to tasks, not events. The task has been closed, that is, the task Status field has a Closed value. Task is still open. Applies only to events, not tasks. The event is the meeting invite sent to another user for a multi-person event. The event is the original multi-person event assigned to the event host. Activity does not have a green sheet. Activity is a task, not an event. Activity is an event.

False Accounts, leads, and opportunities:

Partner Account

True

False Activities: All-day True False Activities: Closed True False Activities: Event Invitation (Only for reports) False False Activities: Task True False True

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Filtering on Special Picklist Values

Special Picklist Field Campaigns: Active

Value True False

Description Campaign is active and can be chosen from various campaign picklists, for example, in the campaign import wizards. Campaign is inactive. The case is closed, that is, the case Status field has a Closed value. Case is still open. Case has been automatically escalated via your organization's escalation rule. Case has not been escalated. Case has a new comment added by a Self-Service user. Case does not have a new Self-Service comment. The case is open, that is, the case Status has a value that is not equivalent to Closed. Case has been closed. Case has a comment added by a Self-Service user. Case does not have a Self-Service comment. The contact cannot be included in a mass email recipient list. The contact may receive mass email. The contact is enabled to log in to your Self-Service portal. The contact is not enabled for Self-Service. The lead has been converted. The lead has not been converted. The lead cannot be included in a mass email recipient list. The lead may receive mass email. The lead has not yet been viewed or edited by the owner since it was assigned to that user. The lead has been viewed or edited at least once by the owner since it was assigned. The opportunity is closed, that is, the Stage field has a value of the type Closed/Won or Closed/Lost. The opportunity is still open. The partner for the opportunity has been marked as the primary partner.

Cases: Closed

True False

Cases: Escalated

True False

Cases: New Self-Service Comment True False Cases: Open (Only for reports) False Cases: Self-Service Commented True False Contacts: Email Opt Out True False Contacts: Self-Service Active (Only for reports) Leads: Converted (Only for reports) Leads: Email Opt Out True False True False True False Leads: Unread True False Opportunities: Closed True False Opportunities: Primary (Only for Partner Opportunities report) True True

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Filtering on Special Picklist Values

Special Picklist Field

Value False

Description The partner for the opportunity has not been marked as the primary partner. The opportunity owner has checked the Private box on the opportunity edit page. The Private box on the opportunity is not checked. The opportunity is closed and won, that is, the Stage field has a value of the type Closed/Won. The opportunity has not been won. The Stage field may have a value of the type Open or Closed/Lost. Product is active and can be added to opportunities in Enterprise and Unlimited Edition organizations. Product is inactive and cannot be added to opportunities. Product has a default quantity schedule. Product does not have a default quantity schedule. Product has a default revenue schedule. Product does not have a default revenue schedule. The solution has been marked Visible in Self-Service Portal and is visible to Self-Service portal users. Solution is not marked Visible in Self-Service Portal and is not visible to Self-Service portal users. The solution has been reviewed, that is, the solution Status field has a Reviewed value. Solution is not reviewed. The translated solution has not been updated to match the master solution with which it is associated. The translated solution has been updated to match the master solution with which it is associated. User is active and can log in. User is inactive and cannot log in. User has access to use Connect Offline. User is not enabled for Connect Offline use. User can manage campaigns. User is not enabled to manage campaigns.

Opportunities: Private

True False

Opportunities: Won

True False

Products: Active

True False

Product: Has Quantity Schedule

True False

Product: Has Revenue Schedule

True False

Solutions: Visible in
Self-Service Portal

True

False Solutions: Reviewed True False Solutions Out of Date True False Users: Active True False Users: Offline User True False Users: Marketing User True False

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Viewing and Editing Google Docs, Notes, and Attachments

Special Picklist Field User: Is Partner

Value True False

Description User is a partner user. For more information, see Partner Portal Overview on page 3674. User is not a partner user.

Note: The special picklists you can view are only those that are visible in your page layout and field-level security settings. (Field-level security is available only in Enterprise, Unlimited, and Developer Editions).

See Also:
Creating Custom List Views Creating a Report Literal Date Values for Filter Criteria

NOTES & ATTACHMENTS

Viewing and Editing Google Docs, Notes, and Attachments
Notes and attachments are available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions Google Docs available in all editions

You can create, view, and edit notes and add attachments from the Notes and Attachments related list on selected detail pages such as accounts, contacts, leads, opportunities, and products. You can also add attachments from the Attachments related list on selected detail pages such as cases, solutions, and campaigns. If Chatter is enabled for your organization, files posted to a feed on a record are added to the record's Notes and Attachments related list as feed attachments. You can preview (if available), download, and delete feed attachments from the Notes and Attachments related list, but you can't edit them. You can view feed attachment details by clicking on the title of the file. To learn the different ways files are used in Salesforce, see Differences between Files, Salesforce CRM Content, Salesforce Knowledge, Documents, and Attachments on page 2560. Note: If the Add Google Docs to Salesforce service is enabled in your organization, the Notes and Attachments related list is entitled Google Docs, Notes, & Attachments, and the Attachments related list is entitled Google Docs & Attachments. To view the contents of a note, click the title of the note. To view the details of all notes, attachments, or Google docs, click View All. Note that the View All button only displays when there are records to view.

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Notes & Attachments

Viewing and Editing Google Docs, Notes, and Attachments

To view the details of an attachment, click the title of the file and then select the link on the Attached File detail page. To view the details of a feed attachment, click the title of the file. To edit a note or the title of an attachment, click Edit and make the changes you want. You can't edit the attached file directly and you can't edit feed attachments. To create a new Google doc, choose New Document, New Spreadsheet, or New Presentation from the Add Google Doc drop-down button. For more information, see Adding Google Docs to Salesforce on page 331. To associate an existing Google doc with the Salesforce record, choose Add Existing from the Add Google Doc drop-down button. For more information, see Editing Google Doc Links on page 334. To edit the title or URL of a Google doc, click Edit. To delete a Google doc from the related list, click Del. This action removes the document's association with the record but does not delete the document in Google Apps. To view and modify the Google doc, click View.

Consider the following when working with notes, attachments, and Google docs: To access a Google doc from a record detail page, the doc must be shared with your Google Apps account. The size limit for an attached file is 5 MB when attached directly to the related list, including a file attached to a solution. When a file is attached to a records Chatter feed its added to the Notes and Attachments related list as a feed attachment, and the file size limit is 2 GB. The size limit for all files attached to an email is 10 MB. All notes and attachments added to contacts and opportunities roll up under the associated account as well. You cannot edit a note or attachment unless you also have access to edit the record associated with it. To delete a note or attachment, you must be the owner of the note or attachment or an administrator with the Modify all Data permission. Note ownership is determined by the owner field. Attachment ownership is determined by the created by field. Record owners (except Portal users) can delete attachments on records. Notes and attachments marked as private via the Private checkbox are accessible only to the person who attached them and administrators. For administrators to view private notes and attachments, they need the View All Data permission; to edit or delete them, they need the Modify All Data permission. The Notes and Attachments related list includes files from Salesforce CRM Content when they are posted to a Chatter feed on a record. However, the Notes and Attachments related list does not include Salesforce CRM Content files that only exist in Salesforce CRM Content. If your organization has Salesforce CRM Content enabled, you can add the Related Content related list to the detail pages for accounts, contacts, leads, opportunities, cases, products, or custom objects. For more information, see Finding Salesforce CRM Content on page 318. Click Preview next to a feed attachment to display a preview of the file. Not all files can be previewed, such as copy-protected PDFs, unknown file types, and any file larger than 25 MB. For files that can't be previewed, the Preview option isn't available on feeds or list views, and files appear as generic file type icons in the feed. Some Microsoft Office 2007 features don't display correctly in previews.

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Notes & Attachments

Creating Notes

If Chatter is enabled for your organization, feed attachments are included in the Notes and Attachments related list. Portal users can download feed attachments, but can't preview, edit, or delete them.

See Also:
Tagging Records Using Google Docs in Salesforce Creating Notes Adding Attachments Note and Attachment Fields Deleting Notes and Attachments Salesforce CRM Content Overview

Creating Notes
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

To create a note, click New Note in the Notes and Attachments related list of a record. Specify a description of the note and its contents. The contents can contain up to 32KB of data. If Spell Checker is enabled for your organization, click Check Spelling to check the spelling of the note. Spell Checker checks the body of the note, not the title. Spell Checker does not support all the languages that Salesforce supports. For example, Spell Checker doesnt support Thai, Russian, and double-byte languages, such as Japanese, Korean, or Chinese. Click Save when you have finished. Note that you need to have access to edit the record in order to create a note associated with it. Note: Any notes you add from contact or opportunity pages will display in the Notes and Attachments related list of that record, as well as in the related list for the account they are associated with.

See Also:
Adding Attachments Note and Attachment Fields

Adding Attachments
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

You can add an attachment to the Attachments related list of a case, solution, campaign, task, or event, or to the Notes and Attachments related list of an account, contact, lead, opportunity, or custom object. If you don't see the related list on task or event page layouts, you may need to ask your administrator to add it. All file types are supported, including everything from Microsoft PowerPoint presentations and Excel spreadsheets, to Adobe PDFs, image files, audio files, and video files.

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Note and Attachment Fields

1. 2. 3. 4.

Click Attach File. Select Browse to specify the location and name of the file. Click Attach File to upload the file. Select Done after the file finishes uploading. Note: You need permission to edit a record in order to add an attachment to it. The size limit for an attached file is 5 MB when attached directly to the related list, including a file attached to a solution. When a file is attached to a records Chatter feed its added to the Notes and Attachments related list as a feed attachment, and the file size limit is 2 GB. The size limit for all files attached to an email is 10 MB. If the Disallow HTML documents and attachments security setting is enabled for your organization, you cannot upload files with the following file extensions: .htm, .html, .htt, .htx, .mhtm, .mhtml, .shtm, .shtml, .acgi. HTML attachments are not permitted on solutions, regardless of whether this security setting is enabled. In addition, this setting does not affect attachments on email templates; HTML attachments on email templates are always permitted.

After a file is attached to the Attachments or Notes and Attachments related list, you can click View All to view the details of all the attachments on the related list. Note that the View All button only displays when there are records to view.

See Also:
Creating Notes Note and Attachment Fields File Size Limits in Salesforce

Note and Attachment Fields

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

Notes and attachments have the following fields, listed in alphabetical order. Attachment Fields Field
Description File Name Private

Description Description of the uploaded file. Name of the uploaded file. Checkbox to indicate that the attachment is only accessible to the owner and administrators. For administrators to view private attachments, they need the View All Data permission; to edit them, they need the Modify All Data permission. Checkbox to indicate that the attachment is shared with connections when the parent record is shared. This checkbox

Share With Connections

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Notes & Attachments

Deleting Notes and Attachments

Attachment Fields Field Description is only available if Salesforce to Salesforce is enabled, the parent record is shared, and the attachment is public.
Size

Size of the uploaded file.

Note Fields Field

Body Private

Description Text of the note. Can hold up to 32KB of data. Checkbox to indicate that note is only accessible to the owner and administrators. For administrators to view private notes, they need the View All Data permission; to edit them, they need the Modify All Data permission. Short description of note. Up to 80 characters are allowed in this field.

Title

See Also:
Adding Attachments Creating Notes

Deleting Notes and Attachments

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

To delete a note or attachment, click Del next to the note or attachment in the Notes and Attachments related list or Attachments related list of a record. Deleted notes and attachments can be restored from the Recycle Bin. To delete a file that was attached from a Chatter feed, click Del next to the feed attachment. This removes the file from all Chatter feeds where it's been shared and deletes the file from the Notes and Attachments related list. Restore the file by clicking on the Recycle Bin, selecting the file, and clicking Undelete. If the file was attached from your computer, a Chatter feed, group, or a Salesforce CRM Content library, deleting it from the Notes and Attachments related list also removes it from the post, but doesn't delete it from its original location.

See Also:
Recycle Bin

289

Salesforce CRM Content

Salesforce CRM Content Overview

SALESFORCE CRM CONTENT

Salesforce CRM Content Overview
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

With Salesforce CRM Content you can organize, share, search, and manage content within your organization and across key areas of the Salesforce application. Content can include all file types, from traditional business documents such as Microsoft PowerPoint presentations to audio files, video files, Web pages, and Google docs. To learn the different ways files are used in Salesforce, see Differences between Files, Salesforce CRM Content, Salesforce Knowledge, Documents, and Attachments on page 2560.

Overview
Salesforce CRM Content simplifies content management by incorporating user-friendly features into the following tasks: Organizing Rather than keep files in folders that make content difficult to find, Salesforce CRM Content stores files in fully searchable file repositories known as libraries. Administrators can create multiple libraries based on any classification, such as department name, job function, or team, then configure user permissions within the library to balance content access with security. Authors assign descriptive labels called tags to help classify and organize content across libraries. You can view a list of all content that belongs to a particular tag or filter search results based on a tag or tags. Salesforce CRM Content also provides personal libraries, which allow users to reduce the clutter on their desktops while using content-management benefits such as document search and version control. Searching The powerful Salesforce CRM Content search engine scans the entire body of the document as well as content properties such as the title, description, tags, categorization data, and author name. You can filter searches by featured content, file format, author, tags, libraries, or custom fields and then view the results with various levels of detail, providing an easy way to find relevant content quickly. If Chatter is enabled for your organization, you can also filter your search results by Chatter files. The smart bar graphic for downloads, comments, ratings, and subscribers allows you to compare documents within a search result set. Subscribing Once a file is located, subscribing to it ensures that you receive an email notification when new versions are published or changes are made to the file's properties. You can also subscribe to authors, tags, and libraries, thus reducing the time spent searching for new or updated content. Notification emails will arrive real-time or once daily, depending on your preferences. Previewing In Salesforce CRM Content you do not need to download a large document to determine if its content is relevant to you. The content details page provides document details at a glance, including document title, author, description, tags, libraries, comments, votes, versions, subscribers, and downloads. If the document is a Microsoft PowerPoint, Word, Excel, or Adobe PDF file, you can preview the entire file in your browser without downloading it. Some Microsoft Office 2007 features don't display correctly in previews. Copy-protected PDFs can't be previewed.

290

Salesforce CRM Content

Salesforce CRM Content Overview

Contributing Uploading new or revised files in Salesforce CRM Content is fast and easy. During the upload process you choose a library and content type for your file or Web link, write a description, assign one or more tags, and fill out any customized fields that help categorize and define your content. Version management does not require checking files in and out, rather, you simply upload a new version of the file and Salesforce CRM Content maintains a version list accessible from the content details page. You can download past versions of a file and read all reason-for-change comments that an author may have included with a new version. Reviewing Usage and Providing Feedback Salesforce CRM Content provides several methods for determining whether content is valuable to readers. Featuring a piece of content increases its visibility in search results. Voting thumbs up or thumbs down on a file, Web link, or Google doc and adding comments allow you to participate directly in content improvement. You can also see who has subscribed to a file, link, or doc and how many times files have been downloaded. The Reports tab allows you to create standard or custom reports on Salesforce CRM Content data. If the content delivery feature is enabled, you can send content to colleagues, leads, and contacts and then track how often the content has been previewed or downloaded. Sharing Content in Salesforce Salesforce CRM Content is also integrated with leads, accounts, contacts, opportunities, cases, products, and custom objects. If Salesforce CRM Content functionality is enabled on the Opportunity tab, for example, Salesforce CRM Content uses the fields on the opportunity detail page to search for files that may be relevant to that opportunity. You can drill down in the search results as needed or run your own search and then attach one or more files to the opportunity. The most current version of the file will be available on the detail page for the life of the opportunity. Sharing Content in Salesforce Mobile Salesforce CRM Content is available in Salesforce Mobile. Users can share content with customers and colleagues from the mobile application when they're away from their desks. To enable Salesforce CRM Content for the mobile application, mobilize the content object and specify which content records are synchronized to the mobile device.

Implementation Tips
To implement Salesforce CRM Content for your organization, see Setting Up Salesforce CRM Content on page 1490. Before creating libraries, review the files you plan to store in Salesforce CRM Content to determine how many libraries you need and what content belongs in each library. Users are given access to content based on library. If you have a large number of Salesforce CRM Content users, create a public group and add the group to a library rather than adding users to the library individually. To enable Salesforce CRM Content functionality for leads, accounts, contacts, opportunities, cases, products, or custom objects, add the Related Content related list to the appropriate page layout. For more information, see Customizing Page Layouts on page 1311. To send web-formatted content to colleagues, leads, or contacts and associate it with Salesforce records, add the Content Deliveries related list to the page layout for leads, accounts, contacts, opportunities, cases, campaigns, or custom objects. For more information about content deliveries and a full list of implementation tips and best practices, see Setting up Content Deliveries on page 1508. To allow users to publish, edit, and search in any of the Salesforce-supported languages, go to Your Name > Setup > Customize > Salesforce CRM Content > Settings and click Enable multi-language search and contribute. To associate Google docs with a library, the Add Google Doc to Salesforce service must be activated for your organization. For more information, see Activating Google Docs in Salesforce on page 330. If you want PDFs to open inline rather than in a separate window, go to Your Name > Setup > Customize > Salesforce CRM Content > Settings and click Do not open PDFs in a separate window. Copy-protected PDFs can't be previewed. Salesforce CRM Content is available via the Customer Portal and partner portal. For more information, see Enabling Salesforce CRM Content in the Customer Portal on page 1777 and Enabling Salesforce CRM Content in the Partner Portal on page 3683.

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Salesforce CRM Content

Managing Libraries

For information about using Google Docs with Salesforce CRM Content, see Contributing Google Docs to Salesforce CRM Content on page 302. All Salesforce CRM Content items display as primary tabs in the Service Cloud Console. For more information, see Service Cloud Console Overview on page 3501.

Best Practices
If you are using the Related Content related list on Salesforce objects, align your custom content fields with the standard and custom fields on the object to increase the accuracy of a Find Content search. Clicking the Find Content button on the related list matches content to the fields on the record and displays search results containing the related content. To ensure that content is classified consistently, define consistent tag names with your contributors. For example, by establishing tag names at the outset, you can avoid having tags such as channel and channels in the same library. Avoid using too many tags. The search engine helps users find specific content, whereas tags enable users to browse and subscribe. Therefore, excessive tagging creates unnecessary clutter. You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag. Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters. The case of the original tag is always used. To highlight valuable content and make it easier to find, mark it as featured on the content details page. Featured content receives a higher priority than similar content in search results, and appears on the Libraries tab for easy access. To feature content, users must have the Feature Content option checked in their library permission. If your organization uses Google Docs, encourage library members to add their Google docs to a library. Including Google docs in Salesforce CRM Content allows users to access all types of content from a single location and apply Salesforce CRM Content functionality, such as votes, comments, and subscriptions, to Google docs.

Managing Libraries
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To create libraries: Manage Salesforce CRM Content OR Create Libraries To edit libraries: Manage Salesforce CRM Content OR
Manage Libraries checked in your library permission

definition

Clicking the Libraries tab opens the libraries home page. On the home page you can access your personal library, create new libraries in Salesforce CRM Content, choose a specific library to view or edit, and analyze library usage and activity. For details about the publishing options at the top of the page, see Uploading and Publishing Content on page 297. The libraries home page has two tabs: Shared Content, which provides information about shared libraries, and My Personal Content, which contains information about your personal library.

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Salesforce CRM Content

Managing Libraries

Shared Content
The Shared Content tab on the libraries home page contains the following sections: My Libraries This section lists all the libraries to which you have access. Click a library name to view details about that library or click Browse to view a list of all the content in the library. Click the New button to create new libraries, add users to a library, or assign library permissions to users. For more information, see Creating Libraries on page 1504. Featured Content This section lists the five pieces of content in your libraries most recently designed as featured. Featured content receives a higher priority than similar content in search results; for example, if 100 files contain the search criteria term sales asset, any featured files with that term will appear at the top of the search results list. To see all featured content, click Show All. To toggle a piece of content's feature status on or off, go to its content details page. Top Content This section includes lists that summarize content activity across all your libraries. Each list sorts content according to specific criteria. Within a list, click a file icon to download content or click a title to open the associated content details page. In the Top Content section you can choose from the following categories: Publication DateThis content is sorted in descending order according to the most recent publication date. Choose the number of records you want to view from the accompanying drop-down list, or click the Show All button to list all the published files, Web links, and Google docs. Num DownloadsThis content is sorted in descending order according to the highest number of downloads. The bar graphic indicates how one record compares to another. Choose the number of records you want to view from the accompanying drop-down list, or click the Show All button to list all the downloaded content. RatingThis content is sorted in descending order according to the highest number of thumbs-up votes. Green and red in the bar graphic represent positive and negative votes, respectively. Choose the number of records you want to view from the accompanying drop-down list, or click the Show All button to list all the content with votes. Num CommentsThis content is sorted in descending order according to the highest number of viewer comments. The bar graphic indicates how one record compares to another. Choose the number of records you want to view from the accompanying drop-down list, or click the Show All button to list all the content with associated comments.

Popular Tags This section, commonly referred to as a tag cloud, shows you how the content in your libraries has been labeled. Tags are descriptive terms assigned during upload or revision that help classify and organize content. Click a tag name to view search results containing all the files, Web links, and Google docs with that tag. The tag names increase in size within the tag cloud according to popularity, meaning that the largest tags have been assigned to the most content. You can choose to sort the tags alphabetically or by popularity. The tag cloud contains the 30 most popular tags. Recent Activity This section is a snapshot of activity within your libraries. It shows the most recent files, Web links, and Google docs to receive comments, votes, or subscriptions. Featured content and newly published content are also included, but new versions of existing content, archived content, and deleted content do not appear in the Recent Activity section. Use the Older and Newer buttons to scroll through records. The Recent Activity section contains a maximum of 100 records. Most Active Contributors This section shows the authors who have published content into your libraries most frequently. The names increase in size according to activity, so the largest names are the authors who have contributed the most content.

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Salesforce CRM Content

Managing Libraries

My Personal Content
The My Personal Content tab on the libraries home page is your private library. When you upload or create content and do not select a public library, your content is stored in your private library. You can publish content to a public library at any time or leave content in your private library indefinitely. Content in your private library can be assembled in content packs. It can also be sent to leads and contacts outside your organization using the content delivery feature. See Setting up Content Deliveries on page 1508 for more information. The My Personal Content tab has the following sections: Personal Library If you choose the Save to my personal library option when publishing a file, Web link, content pack, or Google doc, your content is saved here. You can publish or delete files from this list or click the file's name to view its content details page. The following options that are available on the content details page for shared content are not available for personal-library content: tagging, rating, subscribing, tracking downloads, tracking subscriptions, or using custom fields. If you publish a file from the Personal Library list and click Cancel during the publishing process, your file is deleted. Upload Interrupted If an error occurs when you are uploading a new file, for example your browser crashes or your session times out, the file you were uploading is saved here. Click Publish to publish the file to a public library or save it to your personal library. If you click Cancel on the Save or Publish Content dialog, your file will be deleted. Revision Upload Interrupted If an error occurs when you are uploading a new version of a file, the file you were uploading is saved here. Users can continue to access the original version. Click Publish to publish the file to a public library or save it to your personal library. If you click Cancel on the Save or Publish Content dialog, your file will be deleted.

See Also:
Creating Libraries Managing Library Permissions Viewing and Editing Libraries Uploading and Publishing Content Searching for Content Creating Content Deliveries

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Salesforce CRM Content

Viewing and Editing Libraries

Viewing and Editing Libraries

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To edit a library: Manage Salesforce CRM Content OR

Manage Libraries checked in your library permission

definition To add or remove library members: Manage Salesforce CRM Content OR

Manage Libraries checked in your library permission

definition

Once you have located a Salesforce CRM Content library in the My Libraries area of the Libraries tab home page or on a content details page, click the library name to display detailed information. For details about the publishing options at the top of the page, see Uploading and Publishing Content on page 297. From the library title area, you can click the following quick links: Browse to view search results showing all the content in the library. Edit to change the library name or description. Delete to delete an empty library. If you want to delete a library that contains content, you must first move the content to another library or delete it and empty the Recycle Bin. Note: If your Recycle Bin is empty and you are unable to delete the library, another user's Recycle Bin may contain deleted content from the same library. A library cannot be deleted until all its content is permanently deleted or moved to another library. Edit Members to add or remove library members or change their library permission. Tagging Rules to change the tagging method permitted in the library. Content Types to restrict the content types available to library contributors. View Archived Content to view a list of archived content in the library. If you do not have the Archive Content or Manage Libraries privilege in your library permission, the archived content list only contains content that you authored and archived, not content that other authors archived.

The library detail page contains the following sections: Members This section lists all the Salesforce CRM Content users who are members of the library. To limit the member list, enter a username and click Filter. You can filter by the beginning of a username but not the last name. To add new members to the library:

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Viewing and Editing Libraries

1. Click Add Members. 2. If you do not immediately see the member you want to add, enter keywords in the search box and click Find. 3. Select members from the Available Members box. Members can include individual Salesforce CRM Content users or public groups containing Salesforce CRM Content users. Tip: If you have a large number of Salesforce CRM Content users, create a public group and add the group to a library rather than adding users to the library individually. 4. Click Add to add the members to the library. 5. Click Next. 6. Select a library permission for each user or public group and click Save. To remove a member from the library, click Remove. To change a member's library permission, click Edit and choose a new library permission from the drop-down list. Featured Content This section lists the five pieces of content in the library most recently designated as featured. If no content has been featured, this section does not display. Featured content receives a higher priority than similar content in search results; for example, if 100 files contain the search criteria term sales asset, any featured files with that term will appear at the top of the search results list. To see all featured content, click Show All. To toggle the feature status on or off, go to its content details page. Top Content This section includes lists that summarize content activity in your library. Within a list, click a file icon to download the content or click the title to open the associated content details page. In the Top Content section you can choose from the following categories: Publication DateThis content is sorted in descending order according to the most recent publication date. Choose the number of records you want to view from the accompanying drop-down list, or click the Show All button to list all the published files, Web links, and Google docs. Num DownloadsThis content is sorted in descending order according to the highest number of downloads. The bar graphic indicates how one record compares to another. Choose the number of records you want to view from the accompanying drop-down list, or click the Show All button to list all the downloaded content. RatingThis content is sorted in descending order according to the highest number of thumbs-up votes. Green and red in the bar graphic represent positive and negative votes, respectively. Choose the number of records you want to view from the accompanying drop-down list, or click the Show All button to list all the content with votes. Num CommentsThis content is sorted in descending order according to the highest number of viewer comments. The bar graphic indicates how one record compares to another. Choose the number of records you want to view from the accompanying drop-down list, or click the Show All button to list all the content with associated comments.

Popular Tags This tag cloud shows you how the content in your library has been labeled. Tags are descriptive terms assigned during upload or revision that help classify and organize content. Click a tag name to view search results containing all the files, Web links, and Google docs with that tag. The tag names increase in size within the tag cloud according to popularity, meaning that the largest tags have been assigned to the most content. You can choose to sort the tags alphabetically or by popularity. The tag cloud contains the 30 most popular tags.

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Recent Activity This section is a snapshot of activity within your library. It shows the most recent files, Web links, and Google docs to receive comments, votes, or subscriptions. Featured content and newly published content are also included, but new versions of existing content, archived content, and deleted content do not appear in the Recent Activity section. Use the Older and Newer buttons to scroll through records. The Recent Activity section contains a maximum of 100 records. Most Active Contributors This section shows the authors who have uploaded content into your library most frequently. The names increase in size according to activity, so the largest names are the authors who have contributed the most content.

See Also:
Managing Libraries Creating Libraries Assigning Library Tagging Rules Restricting Content Types Searching for Content Uploading and Publishing Content Deleting, Archiving, and Restoring Content

UPLOADING AND PUBLISHING

Uploading and Publishing Content
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To upload and publish files and Web links:
Manage Libraries checked in your library permission

definition OR
Add Content checked in your library permission definition

To create and publish Google docs:

Google Apps account

The Libraries tab has several publishing-related options at the top of the page that let you upload, classify, and publish files, content packs, Web links, and Google docs in Salesforce CRM Content. Note: The Add Google Doc drop-down list on the Libraries tab only displays if your administrator has enabled the Add Google Doc to Salesforce service. For more information, see Activating Google Docs in Salesforce on page 330. For information about associating Google docs with Salesforce CRM Content from your Google Apps account, see Installing the Add Google Doc to Salesforce Browser Button on page 335.

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To publish files, Web links, and Google docs in Salesforce CRM Content, or to create content packs, refer to the following topics: Contributing Files to Salesforce CRM Content Contributing Web Links to Salesforce CRM Content Contributing Google Docs to Salesforce CRM Content Creating and Modifying Content Packs in Salesforce CRM Content

See Also:
Salesforce CRM Content File Size Limits Using Google Docs in Salesforce Searching for Content Updating Content Versions

Contributing Files to Salesforce CRM Content

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To upload and publish files to a public library:

Manage Libraries checked in your library permission

definition OR
Add Content checked in your library permission definition

To upload and save files to a personal library:

None

To publish a file in Salesforce CRM Content: 1. Click the Libraries tab. 2. To publish a new file, click Browse and select the file. To publish a file that is already in your personal library, click the My Personal Content tab, locate the file, and then click Publish. Note: To publish multiple pieces of content at once, select two or more checkboxes in the My Personal Content tab and click Publish Selected. All selected content displays in a tab set within the Save or Publish Content dialog. Complete the following steps for each tab in the Save or Publish Content dialog. 3. Assign a title and description to your file. 4. Choose a library. This becomes the managing (home) library, meaning that the content can be shared with another library but only revised by a user with author permissions in the managing library. If you do not want the content to be visible to other users in your organization, for example if your work is still in progress, choose Save in my personal library. 5. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you do not choose a language, Salesforce CRM Content associates your content with your personal language setting. If users

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restrict their content searches to a particular language, only content associated with that language is displayed in the search result set. 6. To publish the content on behalf of another author, choose that author from the drop-down list. 7. Tag your content. Your tagging permission depends on the tagging rule assigned to the library: If the library does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags in the Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Libraries tab. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. Click a tag to add it to the Tags field automatically. If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new tag. Click a suggested tag to add it to the Tags field automatically. If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you select a tag it turns green. You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag. Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters. The case of the original tag is always used.

8. If multiple content types are available, choose one from the drop-down list. The content type determines which custom fields appear for you to categorize and define your content. 9. After completing the custom fields, click Publish or Save. Note: Unique values in custom fields that are set for the first version of a file aren't included if you upload a new version. You can set the unique values in the new version as long as they aren't the same as a previous version. Files published to a shared library are added to your Files tab and available to other Chatter users in your organization. Files published to your personal library are added to your Files tab, but are private and not shared with anyone. For more information about Chatter files and Salesforce CRM Content files, see What is the difference between Files, Salesforce CRM Content, Salesforce Knowledge, and Documents? on page 3776 Contact Manager, Group, Professional, Enterprise, and Unlimited Edition customers can publish a maximum of 5,000 new versions per 24hour period. Developer Edition and trial users can publish a maximum of 2,500 new versions per 24hour period.

See Also:
Salesforce CRM Content File Size Limits Uploading and Publishing Content Managing Libraries Contributing Web Links to Salesforce CRM Content Contributing Google Docs to Salesforce CRM Content

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Salesforce CRM Content File Size Limits

Salesforce CRM Content File Size Limits

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

The following are maximum file size limits for files in Salesforce CRM Content: 2 GB 10 MB for Google Docs 38 MB when uploaded via the API 10 MB when uploaded via Visualforce

See Also:
Uploading and Publishing Content Using Google Docs in Salesforce Searching for Content Updating Content Versions

Contributing Web Links to Salesforce CRM Content

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To publish Web links in Salesforce CRM Content:

Manage Libraries checked in your library permission

definition OR
Add Content checked in your library permission definition

To classify and publish a Web link in Salesforce CRM Content: 1. Click the Libraries tab. 2. To add a new link, click Contribute > Do you want to link to a website instead?, then enter the URL, and click Contribute. To publish a link that is already in your personal library, click the My Personal Content tab, locate the link, and click Publish. Note: To publish multiple pieces of content at once, select two or more checkboxes in the My Personal Content tab and click Publish Selected. All selected content displays in a tab set within the Save or Publish Content dialog. Complete the following steps for each tab in the Save or Publish Content dialog. 3. Assign a title and description to your Web link.

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4. Choose a library. This becomes the managing (home) library, meaning that the Web link can be shared with another library but its content details page can only be edited by a user with relevant permissions in the managing library. If you do not want the link to be visible to other users in your organization, choose Save in my personal library. 5. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you do not choose a language, Salesforce CRM Content associates your content with your personal language setting. If users restrict their content searches to a particular language, only content associated with that language is displayed in the search result set. 6. To publish the content on behalf of another author, choose that author from the drop-down list. 7. Tag your content. Your tagging permission depends on the tagging rule assigned to the library: If the library does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags in the Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Libraries tab. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. Click a tag to add it to the Tags field automatically. If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new tag. Click a suggested tag to add it to the Tags field automatically. If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you select a tag it turns green. You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag. Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters. The case of the original tag is always used.

8. If multiple content types are available, choose one from the drop-down list. The content type determines which custom fields appear for you to categorize and define your content. 9. After completing the custom fields, click Publish or Save.

See Also:
Uploading and Publishing Content Contributing Files to Salesforce CRM Content Contributing Google Docs to Salesforce CRM Content

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Contributing Google Docs to Salesforce CRM Content

Contributing Google Docs to Salesforce CRM Content

Salesforce CRM Content is available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions Google Docs is available in all editions

User Permissions Needed Creating a Google doc and linking it to a Salesforce CRM Content library: Library member with a library permission that permits contributing content AND Google Apps account With Google Docs, you can create and share on-demand documents, presentations, and spreadsheets (Google docs) and see your changes in real time as you collaborate with other users. Associating your Google docs with Salesforce CRM Content allows you to access all types of content from a single, fully-indexed location. It also ensures that your Google docs receive the feedback and tracking benefits provided by Salesforce CRM Content features such as votes, comments, and subscriptions. Note: The Add Google Doc drop-down list on the Libraries tab only displays if your administrator has enabled the Add Google Doc to Salesforce service. For more information, see Activating Google Docs in Salesforce on page 330. For information about associating Google docs with Salesforce CRM Content from your Google Apps account, see Installing the Add Google Doc to Salesforce Browser Button on page 335. Adding New Google Docs to a Salesforce CRM Content Library 1. On the Libraries tab, choose New Document, New Spreadsheet, or New Presentation from the Add Google Doc drop-down button. You may be prompted to log in to Google Apps. 2. Enter a name for your document, spreadsheet, or presentation and click Create Google Doc. The blank Google doc opens and you can begin adding your text. The Save or Publish Content dialog in Salesforce CRM Content also opens. 3. In the Save or Publish Content dialog: a. Optionally, provide a description of your Google doc. The description provides at-a-glance information for users who view the doc's content details page in Salesforce CRM Content. b. Choose a library. If you do not want to put the doc in a public library, for example if the doc is still in progress, choose Save in my personal library. c. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you do not choose a language, Salesforce CRM Content associates your content with your personal language setting. If users restrict their content searches to a particular language, only content associated with that language is displayed in the search result set. d. To publish the content on behalf of another author, choose that author from the drop-down list. e. Tag your content. Your tagging permission depends on the tagging rule assigned to the library: If the library does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags in the Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Libraries tab. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. Click a tag to add it to the Tags field automatically.

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If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new tag. Click a suggested tag to add it to the Tags field automatically. If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you select a tag it turns green. You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag. Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters. The case of the original tag is always used.

f. If multiple content types are available, choose one from the drop-down list. The content type determines which custom fields appear for you to categorize and define your content. g. After completing any custom fields, click Publish to save the Google doc to its Salesforce CRM Content library, or click Cancel to save the doc to your personal library. From there you can delete the doc from Salesforce CRM Content or publish it later. Once a Google doc is published in Salesforce CRM Content, all library members can search for the doc and provide feedback such as comments and votes. Note: While you have your Google doc open, remember to share it with other Google Apps users in your organization. Only users with access to the Google doc in their Google Apps account can open the doc from Salesforce CRM Content. Adding Existing Google Docs to a Salesforce CRM Content Library If you have an existing Google doc, you can publish it into a library: 1. On the Libraries tab, choose Add Existing from the Add Google Doc drop-down button. A list of all the Google docs in your Google Apps account displays. 2. Optionally, limit your list of docs by entering a search term or choosing to view only documents, presentations, or spreadsheets. 3. Select the Google doc that you want to add to Salesforce CRM Content and click Contribute. 4. Optionally, edit the title of your Google doc and/or add a description. 5. Choose a library. If you do not want to add the doc to a public library, for example if the doc is still in progress, choose Save in my personal library. 6. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you do not choose a language, Salesforce CRM Content associates your content with your personal language setting. If users restrict their content searches to a particular language, only content associated with that language is displayed in the search result set. 7. To publish the content on behalf of another author, choose that author from the drop-down list. 8. Tag your content. Your tagging permission depends on the tagging rule assigned to the library: If the library does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags in the Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Libraries tab. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. Click a tag to add it to the Tags field automatically. If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new tag. Click a suggested tag to add it to the Tags field automatically. If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you select a tag it turns green. You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag. Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters. The case of the original tag is always used.

9. If multiple content types are available, choose one from the drop-down list. The content type determines which custom fields appear for you to categorize and define your content.

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10. After completing the custom fields, click Publish or Save.

See Also:
Salesforce CRM Content File Size Limits Using Google Docs in Salesforce Uploading and Publishing Content

Creating and Modifying Content Packs in Salesforce CRM Content

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To create or modify content packs in Salesforce CRM Content:
Manage Libraries checked in your library permission

definition OR
Add Content checked in your library permission definition

A content pack is a collection of related documents or files that are stored as a group in Salesforce CRM Content. For example, you may want to create a content pack with a product list, price quote, and contract to send to a particular customer. Any file in Salesforce CRM Content can be added to a content pack, from traditional business documents such as Microsoft PowerPoint presentations and Adobe PDF files, to audio files, video files, and Google docs. Using email or instant messaging, you can distribute the content pack to colleagues in your organization or leads and contacts outside your organization. The recipient of a content delivery can click a single URL to open a preview player with which he or she can preview and download the content. You can then view tracking information to see how often the content pack was viewed and which documents were downloaded. For information about delivering content packs, see Setting up Content Deliveries on page 1508. Note: Content packs support all files types; however, the preview player launched by the content-delivery URL displays only PowerPoint, Word, Excel, and PDF files. The preview player does not display copy-protected PDFs. Also, working with content packs requires Adobe Flash Player, version 9.0.11.5 or higher. If you do not have Flash installed, Salesforce provides a link to Adobe's website where you can download Flash for free. To work with content packs: 1. Depending on whether you want to create, customize, or modify a content pack, use one of the following options: Note: The following options are only available if Enable content pack creation is selected on the Your Name > Setup > Customize > Salesforce CRM Content > Settings page. If content pack creation is disabled after packs have been created, Salesforce does not delete existing packs but they cannot be customized or modified. To create a new content pack, click the Libraries tab and then choose Create New > Content Pack. To create a new content pack by copying an existing pack and adding, removing, or reordering files, open the content details page for the pack and click Clone & Customize.

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Creating and Modifying Content Packs in Salesforce CRM Content

To update a content pack and publish a new version, open the content details page for the pack and click Edit > Edit Content Pack.

2. Click Search files to display all the content in your libraries. To refine your results, select a specific library to search or enter a search term in the text box. In addition to files and documents, search results also list content packs. 3. Drag the desired content from the search results into the assembly section in the lower half of the window. The following options help you assemble your content pack: In the search results, click a document to preview it in the lower half of the window. Choose Add to Content Pack or Hide preview as needed. In the search results, hover over a document and click the folder icon ( ) to view the content packs that use the document. In the search results, hover over a content pack and click the folder icon ( ) to view all the documents in the pack. In the assembly section, hover over a document and click the garbage can icon ( ) to remove that document from the pack you are assembling. Click Clear at any time to revert your changes; click Cancel to return to the Libraries tab. Note: The maximum number of files that can be included in a content pack is 50.

4. When you are done assembling or modifying your content pack, click Save and assign or change the content pack's name. 5. In the Save or Publish Content dialog: a. Select a library. If you do not want the content pack to be visible to other users in your organization, for example if your work is still in progress, choose Save in my personal library. b. Optionally, add or modify the content pack's description. c. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you do not choose a language, Salesforce CRM Content associates your content with your personal language setting. If users restrict their content searches to a particular language, only content associated with that language is displayed in the search result set. d. If you are modifying the content pack, complete the Reason for Change field. e. To publish the content on behalf of another author, choose that author from the drop-down list. f. Tag your content. Your tagging permission depends on the tagging rule assigned to the library: If the library does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags in the Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Libraries tab. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. Click a tag to add it to the Tags field automatically. If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new tag. Click a suggested tag to add it to the Tags field automatically. If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you select a tag it turns green. You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag. Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters. The case of the original tag is always used.

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g. If multiple content types are available, choose one from the drop-down list. The content type determines which custom fields appear for you to categorize and define your content. h. Click Publish. You can then view the content details page, return to the Libraries tab, or publish another file.

See Also:
Uploading and Publishing Content Deleting, Archiving, and Restoring Content Viewing and Editing Content Subscriptions

Using the Content Deliveries Related List

Available in: All Editions except Database.com

User Permissions Needed To create a content delivery: To edit a content delivery: None Owner of the record OR Modify all Data

A content delivery allows you to easily convert documents such as Microsoft PowerPoint and Word files into an optimized web-based version for easy online viewing. Once you create your delivery, you can send its encrypted URL to any recipient, such as leads, customers, partners, and colleagues, and then track how often the content is viewed or downloaded. In addition to tracking, content deliveries provide several benefits over sending files as attachments, such as giving you control over how long the delivery is available to viewers and whether a viewer can download a file or see it online only. From the Content Deliveries related list on leads, business accounts, contacts, opportunities, cases, campaigns, and custom objects you can: Click Deliver Content to create a new content delivery and associate it with the record you are viewing. For more information, see Creating Content Deliveries on page 307. Click Preview to open the content delivery. Each time you view a content delivery, it is recorded as one internal view on the Views related list. Click the content delivery name to open the detail page for that delivery. For more information, see Viewing and Editing Content Deliveries on page 309.

See Also:
Salesforce CRM Content Overview

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Creating Content Deliveries

Creating Content Deliveries

Available in: All Editions except Database.com Salesforce CRM Content available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To create content deliveries from a shared library in Salesforce Member of the library CRM Content: AND Deliver Content checked in your library permission definition To create content deliveries from a personal library inSalesforce Deliver Uploaded Files and Personal Content checked in CRM Content: your general permission definition To create content deliveries (non-Content user): Deliver Uploaded Files and Personal Content checked in your general permission definition

A content delivery allows you to easily convert documents such as Microsoft PowerPoint and Word files into an optimized web-based version for easy online viewing. Once you create your delivery, you can send its encrypted URL to any recipient, such as leads, customers, partners, and colleagues, and then track how often the content is viewed or downloaded. In addition to tracking, content deliveries provide several benefits over sending files as attachments, such as giving you control over how long the delivery is available to viewers and whether a viewer can download a file or see it online only. A content delivery can be created from the Content Deliveries related list on most Salesforce objects. Salesforce CRM Content users can also create a content delivery from the content details page or the Related Content related list. To create a new content delivery: 1. From the Content Deliveries related list, Related Content related list, or the content details page, click Deliver Content. 2. Upload a file or confirm the file name. If you are a Salesforce CRM Content user, search for the content in your libraries that you want to deliver. Salesforce CRM Content users can search for content in shared libraries or a personal library. 3. Optionally, modify the Delivery Name field. This is the name that identifies your content delivery in Salesforce. We recommend using a name that will make the delivery easily distinguishable from other deliveries on the same record. The default delivery name includes the file name and todays date. 4. Select the delivery methods that determine how your content can be viewed. The options that appear depend on the file format you uploaded. Choose Allow Recipient to View in the Browser to create an online version of the file that recipients can view in their browser. Choose Allow Recipient to Download as [file type] file to allow the recipient of your content delivery to view the content in its original format. For example, if you uploaded a Microsoft Word file, this field will be Allow download as .doc file. Choose Allow Recipient to Download as PDF to create a .pdf version of the file. This option is only available for Microsoft PowerPoint, Word, and Excel files.

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5. Select Notify Me of First View or Download if you want to receive an email the first time your recipient clicks the content-delivery URL. 6. If the content you are delivering is time-sensitive, select the Remove Access to Content on checkbox and enter an expiration date. By default, the expiration date is 90 days from the current date. After creating your content delivery, you can change the expiration date at any time on the delivery detail page. 7. Optionally, select Require a Password to Access Content. When you create the content delivery you will receive a password to include with the delivery URL that you send to your recipients. The password is available for the life of the delivery on the delivery detail page. 8. Optionally, use the lookup to associate your content delivery with a Salesforce record. The record you were viewing when you clicked Deliver Content is selected by default. 9. Click Save & Next. Your delivery will usually be ready within a few moments, but you can click Notify Me to exit the content delivery wizard and be notified via email when your content delivery is ready. 10. If you did not exit the content delivery wizard, click Preview to verify that you are satisfied with the delivery. Important: Formatting in the original file may not display correctly in the online version. If you chose Allow Recipient to View in the Browser, preview your content delivery before sending its URL to your recipients. If you are not happy with the quality of the online version, click Previous and choose to make your content available in its original file format or a PDF only. 11. Copy and paste the delivery URL and, if applicable, its password into an email or instant message for delivery. The URL is available on the delivery detail page. For more information, see Viewing and Editing Content Deliveries on page 309.

See Also:
Using the Content Deliveries Related List Setting up Content Deliveries Salesforce CRM Content Overview

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Viewing and Editing Content Deliveries

Viewing and Editing Content Deliveries

Available in: All Editions except Database.com Salesforce CRM Content available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view the delivery detail page: Access to the associated content details page in Salesforce CRM Content OR Access to the record associated with the content delivery To edit, expire, or delete a content delivery: Owner of the record OR Modify all Data

On the Content Deliveries related list or the Content Deliveries list page, click the name of a content delivery to open the detail page. Viewing Content Delivery Details The delivery detail page provides all the information associated with a content delivery, including the URL required to access the content delivery, the number of times the delivery has been viewed, and the delivery settings. For a description of each field, see Content Delivery Fields on page 1511. Editing Content Delivery Details Click Expire Now to immediately remove access to the content delivery. Click Edit to modify details such as the delivery methods, expiration date, or the record the delivery is associated with. For a description of each field, see Content Delivery Fields on page 1511. Deleting Content Deliveries Click Delete to remove access to the content delivery and delete the delivery record from Salesforce. Salesforce CRM Content users cannot delete files that are associated with a content delivery until the content delivery is deleted. Tracking Content Deliveries Each time a content delivery's URL is opened, Salesforce records the event as a view. The Views related list on the content delivery detail page lists every view associated with the delivery. Information about the view includes the date and time, whether the view was by an internal (Salesforce) user, and whether the view included a download. If the content

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delivery provided the ability to download the file in its original file format or as a PDF file, the File Downloaded flag indicates that a download occurred, but you cannot distinguish between file types.

See Also:
Creating Content Deliveries Using the Content Deliveries Related List

Searching for Content

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To search Salesforce CRM Content:

Salesforce CRM Content User checked in your personal

information AND Member of the library

Clicking the Content tab displays files, content packs, Web links, and Google docs published in your Salesforce CRM Content libraries. If Chatter is enabled, and your administrator has enabled the setting to show Chatter files in Salesforce CRM Content, files posted to Chatter groups and other Chatter files that aren't private or privately shared, are also displayed on the Content tab. The top twenty most recently modified items are listed by default. You can filter the list using the Filter Your Results sidebar. To search for specific content: 1. From the Search drop-down list, restrict your search to a specific library or choose to search in all libraries. If available, restrict your search to just Chatter files or just files in Chatter groups you're a member of. Tip: To display all the locations where the content appears, click Display Options and select Display Locations. The locations are listed under each title. 2. Enter your search term(s) and click Go!. Salesforce CRM Content performs a full-text search of the following document types: rich text format (RTF), UTF-8 encoded TXT, HTML, XML, Adobe PDF, and Microsoft Office 97 through Microsoft Office 2007 Word, Excel, and PowerPoint files. Wildcard searches (*) are not supported. 3. If multi-language support is enabled, you can restrict your search to a specific language. By default, Salesforce CRM Content searches all the content in your libraries that is published in your default user language. Searching in all languages also searches the titles, author names, tags, file extensions, and custom fields of content in all languages. Note: Searching in all languages does not search the text or description of documents that were published in languages other than your default user language.

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Salesforce CRM Content

Searching for Content

4. Optionally, in the Filter Your Results sidebar, filter your search results by file format, featured content, author, tag, libraries, language, custom field, or Chatter group (if available). The number in parentheses next to each filter type shows you how many matching files, content packs, Web links, and Google docs are in the search results. The Content tab provides several options: Click Display Options to customize your view by adding s