Salesforce Unofficial Study Guide for

Certified Administrator
Questions, Answers and Supporting Material

Ravi Benedetti
(610) 715-9070
[email protected]
 Salesforce Unofficial Study Guide for Certified Adm inistrator

Document History

Date Author Notes

11/07/2011 Rav i Benedetti First Draft

11/17/2011 Rav i Benedetti Final Draft

02/17/2013 Rav i Benedetti Updated the number of days an item remains in the recycle bin prior to being
Stephen Stanley per manently deleted to 15 days (it w as 45 days w hen I first w rote the guide).

Note that, based on w hen I created this guide, there may be other limit-based
inaccuracies, since limits tend to change from release-to-release (best to study help).

Corrected Question: “SALES MA NAGEMENT WA NTS TO STAY INFORMED WHEN

BIG OPPORTUNITIES ARE BEING CLOSED...” (Search for “Note on 20130217”) via
feedback from Stephen Stanley.

04/22/2013 Rav i Benedetti Removed all errant headings from the online help copy-paste, standardized all
Sandeep Nehra questions to Heading 5, and then created a 10-page “index of questions” (pg4-13).
Vinayak Goel
Added Guidance to Question: “WILL USERS HAVE TO USE THEIR SECURITY
TOKEN WHEN LOGGING INTO CONNECT FOR OUTLOOK” to remind readers that
this guide w as created before “Salesforce for Outlook” – so a lack of questions on
same does not imply the lack of questions on the actual certification exam ;-)

Updated URL for Differences betw een Files, Salesforce CRM Content, Salesforce
Know ledge, Documents, and Attachments via feedback from Sandeep Nehra.

Updated the Rational for Question: “ TO TRACK REV ENUE GA IN OR LOSS BASED
ON CURRENCY FLUCTUA TIONS, Y OU MUST IMPLEMENT…”, and also provided a
more accurate URL to the Online Help via feedback from Sandeep Nehra.

Added Answ ers for Question: “ WHICH FIELDS A RE REQUIRED WHEN YOU SETUP
A NEW USER RECORD?” via feedback from Sandeep Nehra.

Added the second, requested answ er to Question: “ WHERE CA N YOU LAUNCH THE
NEW CUSTOM OBJECT TAB?” via feedback from Sandeep Nehra. (Also included a
URL to a video describing custom tab creation, and some clar ifying notes).

Added a Rational for Question: “WHICH A PPROVAL PROCESS WIZA RD IS

CONSISTS OF A SETUP WIZA RD THA T ALLOWS YOU TO DEFINE Y OUR
PROCESS A ND A NOTHER SETUP WIZA RD THA T ALLOWS YOU TO DEFINE
EA CH STEP IN THE PROCESS?”, based on a question from Sandeep Nehra.

Corrected Question: “WHICH IS A CA PABILITY OF THE NEW SERV ICE CLOUD

CONSOLE?” via feedback from Vinayak Goel.

Note: You can search for “Note on 20130422” to locate these specific changes.

07/30/2013 Rav i Benedetti Fixed the answ er for “WHICH OF THE FOLLOWING IS THE BEST WAY TO MA KE
Ryan Mc Culloug THE FIELD MA NDATORY FOR EV ERYONE?” and augmented the answ er for
“SALESFORCE.COM RECORD ID’S A RE IDENTICAL IN?”

Thanks to Ryan Mc Cullough for his feedback on both questions.

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08/22/2013 Rav i Benedetti Added a rational for the answ er to the question “ MA RGIE HAS A MA RKETING USER
Mervyn Weeks PROFILE BUT SHE IS UNABLE TO CREA TE NEW CA MPA IGNS”, as it w as
Dennis Thong something of a stickler. Thanks to Mervyn Weeks and Dennis Thong!

09/04/2013 Rav i Benedetti Changed the answ er and added a rational for the “A PROFILE IS A COLLECTION OF
Nathan Gaudreau SETTINGS A ND PERMISSIONS THA T DETERMINE WHA T THE USER CAN DO
WITH RECORDS THEY HAV E A CCESS TO A ND HOW THEY V IEW THOSE
RECORDS” question, based on an exchange w ith Nathan Gaudreau. ( I had the
answ er wrong, but Adam Frank had the right answ er in his flash cards, w hich Nathan
did not agree w ith, and, upon reflection, I validated that Adam w as right ;-)

09/04/2013 Rav i Benedetti Changed the "CAN A USER RESTRICT ACCESS WITH THE HELP OF THE
Ryan Mc Cullough SHARING RULES?" question to "CA N A USER RESTRICT ACCESS TO RECORDS
WITH SHA RING RULES?" to make the question clearer, though this is not an
indication that an actual CERT exam question might not suffer from this ambiguity.

09/04/2013 Rav i Benedetti Added online help copy-paste provided by Ryan Mc Cullough for the “CONDITIONAL
Ryan Mc Cullough HIGHLIGHTING ONLY APPLIES TO THE FIRST SUMMA RY FIELD COLUMN IN
THE TA BLE?” question.

09/04/2013 Rav i Benedetti Added online help copy-paste provided by Ryan Mc Cullough for the “UNMA NA GED
Ryan Mc Cullough PA CKAGES DO NOT INCLUDE LOCKED COMPONENTS BUT CA N BE
UPGRA DED?” question

09/04/2013 Rav i Benedetti Added online help copy-paste provided by Ryan Mc Cullough for the “AUTO
Ryan Mc Cullough RESPONSE RULES WORK ON WHICH OBJECTS?” question

09/04/2013 Rav i Benedetti Added online help copy-paste provided by Ryan Mc Cullough for the “ ESCALA TION
Ryan Mc Cullough RULES ONLY RUN DURING THE BUSINESS HOURS WITH WHICH THEY A RE
ASSOCIA TED?” question, and also added some commentary on w hy the question,
although somew hat unclear, is best left as it is.

09/04/2013 Rav i Benedetti Added online help copy-paste provided by Ryan Mc Cullough for the
Ryan Mc Cullough “CUSTOMIZABLE FORECA STING IS A PREREQUISITE IN ORDER TO ENA BLE
TERRITORY MA NAGEMENT?” question. (There w as already some text, but Ryan’s is
clearer)

09/04/2013 Rav i Benedetti Added online help copy-pasted provided by Ryan Mc Cullough for the “WHEN YOU
Ryan Mc Cullough INSERT A RECORD USING THE A PI, DO VALIDA TION RULES GET EXECUTED?”
question

09/04/2013 Rav i Benedetti Added online help copy-pasted provided by Ryan Mc Cullough for the “SCHEDULED
Ryan Mc Cullough REPORTS RUN IN THE TIME Z ONE OF THE USER WHO SCHEDULES THE
REPORT.” question

09/04/2013 Rav i Benedetti Added online help copy-pasted provided by Ryan Mc Cullough for the “WHICH ONE
Ryan Mc Cullough OF THE FOLLOWING IS A SALESFORCE.COM DEFINITION FOR A N
OPPORTUNITY ?” question.

09/04/2013 Rav i Benedetti Added online help copy-pasted provided by Ryan Mc Cullough for the “ IT IS
Ryan Mc Cullough POSSIBLE FOR AN A CCOUNT TO BE PA RT OF MULTIPLE TERRITORIES?”
question.

09/04/2013 Rav i Benedetti Added online help copy-pasted provided by Ryan Mc Cullough for the “FOR CUSTOM
Ryan Mc Cullough OBJECT RECORDS TO A PPEA R IN SEA RCH RESULTS, A N ASSOCIA TED TAB
NEEDS TO EXIST, BUT DOES NOT HAV E TO BE VISIBLE TO USERS.” question

09/04/2013 Rav i Benedetti Added online help copy-pasted provided by Ryan Mc Cullough for the “WILL TWO
Ryan Mc Cullough DIFFERENT USERS GET THE SAME SEA RCH RESULTS ON SEA RCHING FOR A
COMMON KEY WORD?” question

09/04/2013 Rav i Benedetti Added online help copy-pasted provided by Ryan Mc Cullough for the “ARE WORDS

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Ryan Mc Cullough OR SHORT PHRASES THA T USERS CA N ASSOCIA TE WITH MOST

SALESFORCE.COM RECORDS TO DESCRIBE A ND ORGA NIZ E THEIR DATA IN A
PERSONALIZ ED WAY?” question

09/04/2013 Rav i Benedetti Added online help copy-pasted provided by Ryan Mc Cullough for the “WITH
Ryan Mc Cullough SPRING’11 RELEA SE NOW YOU CA N HAV E PHOTOS IN DASHBOARD
COMPONENTS?” question

09/04/2013 Rav i Benedetti Added online help copy-pasted provided by Ryan Mc Cullough for the “ USER A
Ryan Mc Cullough MODIFIES A RECORD. THIS MODIFICA TION TRIGGERS A WORKFLOW RULE
FOR IMMEDIA TE EXECUTION THA T INCLUDES A FIELD UPDA TE ON THE
CURRENT RECORD. A FTER THE EXECUTION IS COMPLETE, WHA T USER WILL
BE LISTED UNDER THE LAST MODIFIED FIELD OF THIS RECORD?” question
09/04/2013 Rav i Benedetti Added online help copy-pasted provided by Ryan Mc Cullough for the “ HOW DOES
Ryan Mc Cullough LOCALE SETTINGS AFFECT YOUR EXPORTED CSV FILE?” question

09/04/2013 Rav i Benedetti Added online help copy-pasted provided by Ryan Mc Cullough for the “WHICH
Ryan Mc Cullough STA TEMENTS ARE TRUE ABOUT CLOUD SCHEDULER?” question

09/04/2013 Rav i Benedetti Dropped the “2” from “Service Cloud2” answ er for the “THIS HELPS Y OU MA NAGE
Ryan Mc Cullough THE COMPLETE LIFECY CLE OF CUSTOMER SERV ICE, FROM LOGGING CASES
TO SUGGESTING A ND DELIV ERING SOLUTIONS A CROSS MULTIPLE
CHA NNELS, INCLUDING WEB SELF- SERV ICE AND LIV E AGENT SUPPORT”. This
was old browsing.

09/25/2013 Rav i Benedetti Corrected the answ er for “WHAT SHOULD A SYSTEM A DMINISTRATOR
Olivier Lemaire CONSIDER BEFORE IMPORTING A SET OF RECORDS INTO SALESFORCE?”
question from A, B to A, C, and updated the rationale for same.

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 Salesforce Unofficial Study Guide for Certified Adm inistrator

Introduction
Welcome to the Unofficial Study Guide for Certified Administrator!

This study guide is really an amalgamation of 475 practice questions and answ ers from various sources. Each answ er has been
validated and is typically follow ed by supporting text from the online help or screen shots from my training instance. There are
occasions w here the scope of the supporting text is much broader than the scope of the question, w hich is purposefully done to f oster a
more general understanding of the topic. Conversely, there are occasions w here there is no supporting text for an answ er, especially if
the answ er w as obvious to me. If the answ er is not obvious to you, you may w ant to search through the online help or user guides, or
experiment w ith your training instance to find supporting evidence. I have not thought through how to crowd source additional
questions, answ ers, and supporting material from others. I tried to convert the guide to a Google doc but the conversion failed due to
size / formatting limitations, and I am loath to thrash my w ay to a solution at this moment. For now , I w ould ask that you send me
questions/answ ers/corrections via email, and, if w arranted, I w ill update and republish the guide w ith an @mention to you!

This mater ial is up-to-date as of the “ Winter 2011” Release, and, in some instances, more recent Releases, based on the Document
History, but there are no guarantees beyond that, and this is precisely because some of the questions pertain to topics that change
from Release to Release – especially limits. I w ill note any updates to the guide in the Document History above, but cannot guarantee
that all the answ ers in this guide are 100% correct. I can assure you that I have validated every single answ er through the online help,
and have enlisted the help of my resident expert – Sergio Valle – for anything that I w as not able to independently verify. (The v ery
reason I created this guide is because I found incorrect answ ers for many of the practice questions that I scraped from the Web, w ith
virtually no one w ho w ould w rite me back to clar ify w hen I tried to reach out). This guide should not be mistaken as the comprehensive
source of information for certification. You should use all available training and documentation resources to prepare for the exam, and
you should take care to fully validate any other quiz-like tools you use, as I have found quite a few incorrect answ ers out there.

Question Sources:
● Questions aggregated by Todd Jacobsen, [email protected]
● Questions aggregated from multiple sources provided by Heidi Connal, [email protected]
○ http://markibe.com.parsley.arvixe.com/login.aspx
○ http://www.allaboutsfdc.com/
Legend:
● Questions are in Blue
● M y Comments are in Bold-Italic-Green
● Salesforce.com Online Help / Supporting Mater ials are in their Original For mat
○ Sections of the copy-paste materials that are relevant to the Q&A may be highlighted
○ Note that these mater ials have been redundantly copy-pasted after related questions, because the idea is that
repeatedly reading through this information w ill only help w ith memor ization. If you find yourself asking w hy the same
help text appears multiple times, then you are in a good place, because you know it enough to recognize it ;-)
● Open questions or follow up items are in Red

Available answ ers to questions are follow ed by tw o successive lines w ith an ellipsis (‘...’) on them, so that you can scroll dow n through
all of the available answ ers for a question w ithout accidentally scrolling dow n to the answ er - i.e. w hile scrolling dow n, bew are not to
scroll past the second line w ith the ellips is on it, so that you don’t prematurely view the answ er.

This guide is in document format to allow for offline use, including loading the PDF onto an iPad, though I have had some complaints
about not being able to click on a hyper-link w hen view ing the PDF on an iPad. If anyone know s how to get around this challenge,
please send me details and I w ill put them in here.

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Index of Questions:
WHICH OF THE FOLLOWING IS AN EXAMPLE OF ONE-TO-MANY RELATIONSHIPS BETWEEN STANDARD OBJECTS? ....................................15
WHEN A USER CHOOSES TO CONVERT A LEAD, WHAT CAN THEY OPTIONALLY CHOOSE TO UPDATE? CHOOSE 2 ANSWERS....................15
WHICH IS A CAPABILITY OF THE NEW SERVICE CLOUD CONSOLE? .................................................................................................................15
WHAT CAN AN ADMINISTRATOR CUSTOMIZE FOR THE SERVICE CLOUD.........................................................................................................16
WHAT IS THE MAXIMUM NUMBER OF RECORDS TO BE PRINTED IN THE PRINTABLE VIEW OF A LIST VIEW? ................................................18
WHICH STEP IS REQUIRED WHEN CONFIGURING THE NEW SALESFORCE FOR OUTLOOK?...........................................................................19
WHICH TYPE OF FILE IS ACCESSIBLE THROUGH CONTENT?............................................................................................................................21
WHAT ARE FEATURES OF MOBILE LITE? ...........................................................................................................................................................25
SALES MANAGEMENT WANTS TO STAY INFORMED WHEN BIG OPPORTUNITIES ARE BEING CLOSED. THEY HAVE REQUESTED THAT THEY
RECEIVE NOTIFICATION WHEN OPPORTUNITIES WITH LARGE AMOUNTS ARE CLOSED. HOW CAN A SYSTEM ADMINISTRATOR
ACCOMPLISH THIS? ............................................................................................................................................................................................26
WHEN YOU TRANSFER OWNERSHIP OF AN ACCOUNT, THE NEW OWNER WILL ALSO GAIN OWNERSHIP OF THE FOLLOWING RECORDS
RELATED TO THE TRANSFERRED ACCOUNT AUTOMATICALLY: .......................................................................................................................27
A USER WANTS TO DELETE SOME OLD CASES. WHAT CONSIDERATIONS MUST THE USER TAKE INTO ACCOUNT?.....................................29
IF AN ADMINISTRATOR NEEDS TO DISPLAY THE TOTAL OF ALL CLOSED WON OPPORTUNITIES ON THE DETAIL PAGE OF AN ACCOUNT
THEY CAN:...........................................................................................................................................................................................................30
WHAT IS FOUND ON A COMPANY PROFILE? ......................................................................................................................................................33
WILL USERS HAVE TO USE THEIR SECURITY TOKEN WHEN LOGGING INTO CONNECT FOR OUTLOOK IF THEIR IP RANGE HAS ALREADY
BEEN ADDED TO A TRUSTED IP RANGE? ...........................................................................................................................................................33
A SYSTEM ADMINISTRATOR WANTS TO SCHEDULE A WEEKLY DATA EXPORT. WHAT CAN THEY SELECT TO INCLUDE? .............................38
IF A USER SELECTS THE MANAGE MEMBERS BUTTON ON A CAMPAIGN THEY WILL BE ABLE TO SELECT: ...................................................40
AN ADMINISTRATOR CREATED TWO PICKLIST FIELDS: CANDY MANUFACTURER (HERSHEY, MARS) AND CANDY TYPE (SNICKERS, MILKY
WAY, REECES PIECES, M&MS). IS IT POSSIBLE TO RELATE THE FIELDS TOGETHER SO THAT THE CANDY MANUFACTURER FIELD COULD
IMPACT THE CHOICES LISTED IN THE CANDY TYPE FIELD? .............................................................................................................................41
WHICH OF THE FOLLOWING ARE SETTING OPTIONS FOR THE USER INTERFACE?.........................................................................................42
AFTER A CUSTOM FISCAL YEAR STRUCTURE IS DEFINED, YOUR COMPANY DECIDES TO USE THE GREGORIAN CALENDAR FOR FISCAL
PURPOSES, YOU CAN RETURN TO THE STANDARD FISCAL YEAR CALENDAR? ..............................................................................................43
WHICH COMBINATION OF OBJECTS IS AVAILABLE WHEN CREATING A CUSTOM REPORT TYPE FOR CHATTER REPORTS? ........................45
WHICH OF THE FOLLOWING ARE STANDARD SALESFORCE OBJECTS?...........................................................................................................45
WHICH STATEMENT IS TRUE REGARDING CHATTER GROUPS? .......................................................................................................................48
WHICH DATA CAN BE SYNCED USING THE NEW SALESFORCE FOR OUTLOOK? .............................................................................................48
AN ADMIN NEEDS TO SET UP THREE CUSTOM FIELDS: AN AUTO-NUMBER, A PERCENT AND A MULTI-SELECT PICKLIST. IS THIS
POSSIBLE? ..........................................................................................................................................................................................................49
WHAT IS TRUE ABOUT MULTI-DAY EVENTS? .....................................................................................................................................................50
CAMPAIGN INFLUENCES ALLOW USERS TO REPORT ON WHICH USERS INFLUENCED AN OPPORTUNITY. ...................................................53
IF A LEAD ASSOCIATED TO A CAMPAIGN IS CONVERTED, WHERE IS THE CAMPAIGN HISTORY TRACKED? ..................................................54
WHICH FUNCTIONS ARE AVAILABLE WITH STANDARD FIELDS? CHOOSE ALL THAT APPLY............................................................................56
WHICH FUNCTION IS AVAILABLE IN THE REPORT BUILDER INTERFACE, PRIOR TO RUNNING THE REPORT?................................................59
WHO CAN GAIN ACCESS TO FOLDERS?.............................................................................................................................................................61
WHICH OF THE FOLLOWING STATEMENTS ARE TRUE CONCERNING EMAIL ACTIVATION?.............................................................................65
WHAT CAN USERS DO WHEN CHATTER FEED TRACKING IS ENABLED FOR DASHBOARDS? ..........................................................................65
ONCE SOLUTION CATEGORY BROWSING HAS BEEN ENABLED FOR AN ORG, A USER MUST HAVE WHAT PERMISSION TO ADD A
CATEGORY? ........................................................................................................................................................................................................67
ADDING AN EMAIL FROM MICROSOFT OUTLOOK USING SALESFORCE OUTLOOK EDITION IS AN EXAMPLE OF WHAT TYPE OF USAGE?....67
THE ACCESS SETTINGS AVAILABLE WHEN SETTING ORGANIZATION WIDE DEFAULTS ARE: .........................................................................67
WHEN A RECORD WAS CREATED ON JULY 1ST, SET TO TRIGGER A WORKFLOW ON JULY 30TH, BUT WAS EDITED ON JULY 23RD TO NO
LONGER MEET THE CRITERIA. WHAT WILL HAPPEN TO THE WORKFLOW? .....................................................................................................68
WHO CAN MANUALLY SHARE A RECORD? (SELECT ALL THAT APPLY).............................................................................................................70
WHEN A LEAD FAILS TO BE CREATED THROUGH WEB TO LEAD DUE TO A VALIDATION RULE THE ERROR MESSAGES GET SENT TO:.......72
A SYSTEM ADMINISTRATOR NEEDS TO RESTRICT USERS ABILITY TO VIEW A DASHBOARD. HOW CAN THIS BE ACCOMPLISHED? ............76
WHICH TYPE OF FILE CAN BE ACCESSED FROM THE FILES TAB? ....................................................................................................................77
A SYSTEM ADMINISTRATOR IS PERFORMING MAINTENANCE ON THE SYSTEM AND IS INSERTING NEW RECORDS. HE ACCIDENTALLY
PERFORMS AN UPLOAD WITH THE INCORRECT INFORMATION. WHAT OPTIONS DOES THE SYSTEM ADMINISTRATOR HAVE? ...................78
WHAT MUST AN ADMINISTRATOR DO TO ENABLE ADVANCED CURRENCY MANAGEMENT FOR AN ORGANIZATION? ...................................79
WHAT IS THE MAXIMUM NUMBER OF RECORDS THAT RETURN IN A REPORT WITHOUT EXPORTING THE RESULTS? ..................................81
CHANGING THE DATA TYPE OF AN EXISTING CUSTOM FIELD CAN CAUSE DATA LOSS IN WHICH FOLLOWING SITUATIONS? ......................82
IF THE ORG WIDE DEFAULT IS PUBLIC READ/WRITE FOR AN OBJECT, WHAT FEATURE IN SALESFORCE IS NEEDED TO RESTRICT ACCESS
TO THAT OBJECT? ..............................................................................................................................................................................................83
WHEN YOU DEFINE A DATA VALIDATION RULE, WHAT ELSE MUST YOU ALSO DEFINE? .................................................................................84
WHICH FEATURE DOES SALESFORCE CRM PROVIDE FOR RESTRICTING LOGIN ACCESS TO THE APPLICATION? .......................................85
A SYSTEM ADMINISTRATOR WANTS TO DO SOME MAINTENANCE ON THE SYSTEM AND BEGINS BY DELETING CUSTOM FIELDS THAT ARE
OBSOLETE. IN WHICH SITUATION WOULD HE RUN INTO AN ISSUE? ................................................................................................................86
WHICH OF THESE IS NOT A STANDARD SALESFORCE.COM PROFILE? ............................................................................................................88
WILL DATA BE LOST IN A CUSTOM FIELD IF DATA TYPE IS CHANGED TO NUMBER FROM ANY OTHER DATA TYPE?.....................................88
ON LEAD CONVERSION A LEAD OBJECT CUSTOM FIELD CAN NOT BE MAPPED TO WHICH OBJECT CUSTOM FIELD? ..................................89
DASHBOARDS CAN BE CREATED BY USING STANDARD REPORTS AS SOURCE REPORTS?...........................................................................90
WHICH TOOL SHOULD BE USED TO IMPORT MORE THEN 65000 RECORDS IN SALESFORCE.COM?...............................................................90
WHICH OF THE FOLLOWING IS NOT A STANDARD SALESFORCE.COM FUNCTIONALITY?................................................................................91
WHICH OF THE FOLLOWING IS NOT A MANDATORY FIELD WHILE CREATING A USER RECORD? ...................................................................91

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A USER SUCCESSFULLY LOGIN’S AT 3:00 PM, WHAT HAPPENS AT 3:31 PM, IF THE LOGIN HOURS FOR THE USER’S PROFILE ARE SET
FROM 7:30 AM TO 3:30 PM?.................................................................................................................................................................................91
WHAT IS THE IMPACT ON A USER OF THE ORGANIZATION LEVEL LOCALE CHANGES? ..................................................................................91
API’S ARE NOT AVAILABLE FOR USE IN WHICH SALESFORCE.COM EDITION? .................................................................................................91
WHICH WORKFLOW EVALUATION CRITERIA CANNOT BE USED FOR TIME DEPENDENT WORKFLOWS? ........................................................92
WHICH FEATURE IS NOT AVAILABLE IN SALESFORCE.COM ? ...........................................................................................................................92
FOR HOW MANY DAYS DELETED RECORDS ARE KEPT IN THE RECYCLE BIN?................................................................................................92
WHICH OF THE FOLLOWING IS THE BEST WAY TO MAKE THE FIELD MANDATORY FOR EVERYONE? ............................................................92
WHICH OF THE FOLLOWING IS NOT A STANDARD SALESFORCE.COM APPLICATION? ....................................................................................93
WHICH OF THE FIELD TYPES CANNOT BE USED AS AN EXTERNAL ID? ............................................................................................................93
WHICH OF THE FOLLOWING CANNOT BE ON THE CONTROLLING SIDE OF THE DEPENDENT PICKLIST? .......................................................93
DO VALIDATION RULES GET ENFORCED ON THE LEAD CONVERSION? ...........................................................................................................93
ON LEAD CONVERSION, THE CLOSE DATE OF THE NEWLY CREATED OPPORTUNITY IS AUTOMATICALLY SET TO?.....................................96
WHICH OF THE FOLLOWING PROFILE PERMISSIONS WILL ENABLE THE USER TO EDIT ANY RECORD, REGARDLESS OF THE SHARING
MODEL? ...............................................................................................................................................................................................................96
CAN AN ADMINISTRATOR CHANGE THE PROFILE SETTINGS OF THE STANDARD SOLUTION MANAGER PROFILE?.......................................96
QUEUES CANNOT BE CREATED ON WHICH OBJECT IN SALESFORCE.COM? ...................................................................................................96
WHICH OF THE FOLLOWING IS NOT A VALID BUSINESS PROCESS IN SALESFORCE.COM? ............................................................................96
WHAT IS THE SIGNIFICANCE OF PRIMARY MASTER – DETAIL RELATIONSHIP IN A JUNCTION OBJECT? ........................................................97
CAN THE USER RECORDS BE PERMANENTLY DELETED FROM THE SALESFORCE.COM? ..............................................................................97
WHICH OF THE FOLLOWING OBJECTS CANNOT BE IMPORTED VIA THE SALESFORCE.COM IMPORT WIZARD? ............................................98
SALESFORCE.COM RECORD ID’S ARE IDENTICAL IN?.......................................................................................................................................98
A CUSTOM FIELD IS MADE READ ONLY FROM THE FIELD LEVEL SECURITY AND REQUIRED FROM PAGE LAYOUT. THE FIELD WILL BE ...103
WHICH OF THE FOLLOWING IS NOT A ROLL UP SUMMARY FIELD OPERATION? ............................................................................................103
HOW MANY FIELDS CAN BE ENABLED FOR TRACKING ON A CUSTOM OBJECT? ...........................................................................................105
WHICH OF THE FOLLOWING IS NOT PART OF THE PROFILE? .........................................................................................................................105
HOW MANY CUSTOM SUMMARY FORMULA FIELDS ARE ALLOWED ON A SINGLE REPORT? .........................................................................106
IS IT POSSIBLE FOR A USER TO SEE DIFFERENT SET OF DATA IN REPORT AND IN A DASHBOARD BASED ON THE SAME REPORT? ........107
WHICH OF THE FOLLOWING IS NOT AN AVAILABLE FUNCTION IN THE FORMULA FIELDS? ...........................................................................108
WHICH OF THE FOLLOWING CANNOT BE USED AS A SOURCE REPORT FOR THE ANALYTICAL SNAP SHOT? .............................................114
WHICH IMPORT FUNCTIONALITY OF SALESFORCE.COM SHOULD BE USED IF ONE NEEDS TO IMPORT THE 30000 CASES IN
SALESFORCE.COM?..........................................................................................................................................................................................114
ALL DASHBOARD VIEWERS SEE DATA BASED ON THE SECURITY SETTINGS OF THE RUNNING USER—REGARDLESS OF THEIR OWN
PERSONAL SECURITY SETTINGS? ...................................................................................................................................................................115
HOW MANY CUSTOM FIELDS CAN BE CREATED ON AN OBJECT IN AN UNLIMITED EDITION? .......................................................................116
WHICH TYPE OF REPORTS CAN'T BE USED TO CREATE GROUPS OF DATA OR CHARTS?............................................................................116
HOW MANY ROLL UP SUMMARY FIELDS CAN BE CREATED IN THE ENTERPRISE EDITION ON A CUSTOM OBJECT? ...................................116
A SALES TEAM IS A SET OF USERS THAT NORMALLY WORK TOGETHER ON _________? .............................................................................117
WHICH FEATURE IN SFDC COMBINES A LIST VIEW AND RELATED RECORDS INTO ONE SCREEN WITH DIFFERENT FRAMES SO THAT
USERS HAVE ALL THE INFORMATION THEY NEED WHEN INTERACTING WITH SALESFORCE.COM?.............................................................117
ON WHICH OWD SHARING DEFAULTS CAN SHARING RULES NOT BE DEFINED? ...........................................................................................119
WHAT HAPPENS WHEN A USER OWNS AN OPPORTUNITY RECORD BUT DOES NOT HAVE THE READ PERMISSION ON OPPORTUNITY
OBJECT?............................................................................................................................................................................................................119
ACCOUNT TEAM IS A SET OF USERS THAT NORMALLY WORK TOGETHER ON _________? ..........................................................................119
CONDITIONAL HIGHLIGHTING CANNOT BE USED FOR?...................................................................................................................................120
YOU CAN USE CONDITIONAL HIGHLIGHTING FOR SUMMARY AND MATRIX REPORT ONLY...........................................................................121
WHICH OF THE FOLLOWING IS AN AUTOMATED PROCESS YOUR ORGANIZATION CAN USE TO APPROVE RECORDS IN
SALESFORCE.COM?..........................................................................................................................................................................................121
WHICH OF THE FOLLOWING EMAIL TEMPLATE CANNOT BE USED TO SEND A MASS EMAIL? .......................................................................121
WHICH OF THE FOLLOWING OBJECTS DOES NOT SUPPORT THE BUSINESS PROCESS? .............................................................................123
WHICH OF THE FOLLOWING DOES NOT NEED BUSINESS PROCESS? ............................................................................................................123
IN WHICH OF THE FOLLOWING EDITION YOU CAN CREATE A MANAGED PACKAGE? ....................................................................................123
CAN A USER RESTRICT ACCESS TO RECORDS WITH SHARING RULES? .......................................................................................................124
IS IT POSSIBLE FOR USERS TO OVERRIDE THEIR OWN FORECASTS AND FORECASTS FOR USERS BELOW THEM IN THE FORECAST
HIERARCHY? .....................................................................................................................................................................................................124
WITH SHARING RULES ONE CAN MAKE AUTOMATIC EXCEPTIONS TO THE ORGANIZATION-WIDE DEFAULT FOR DEFINED SETS OF USERS.
...........................................................................................................................................................................................................................128
AN OPPORTUNITY THAT REACHES THE THRESHOLD WITH 80% PROBABILITY WILL TRIGGER ADDITIONAL ALERTS IF THE PROBABILITY
SUBSEQUENTLY GOES HIGHER TO 85%..........................................................................................................................................................129
WHICH OF THE FOLLOWING TYPES OF PACKAGES CAN BE UPGRADED?......................................................................................................130
WHICH OF THE FOLLOWING FEATURE ALLOWS YOU TO SEND AN EMAIL WHEN AN OPPORTUNITY REACHES A THRESHOLD VALUE? ....130
CONDITIONAL HIGHLIGHTING ONLY APPLIES TO THE FIRST SUMMARY FIELD COLUMN IN THE TABLE? .....................................................130
UNMANAGED PACKAGES DO NOT INCLUDE LOCKED COMPONENTS BUT CAN BE UPGRADED? ..................................................................131
AUTO RESPONSE RULES WORK ON WHICH OBJECTS? ..................................................................................................................................132
ESCALATION RULES ONLY RUN DURING THE BUSINESS HOURS WITH WHICH THEY ARE ASSOCIATED? ...................................................134
CUSTOMIZABLE FORECASTING IS A PREREQUISITE IN ORDER TO ENABLE TERRITORY MANAGEMENT? ...................................................136
RUNNING USER CONCEPT IN DASHBOARD ALLOWS USERS TO VIEW DATA, WHICH NORMALLY THEY CANNOT VIEW?.............................138
CAN A USER CREATE HIS OR HER OWN DEFAULT SALES TEAM?...................................................................................................................139
HOW MANY RANGES CAN BE DEFINED IN THE CASE OF A CONDITIONAL HIGHLIGHTING? ...........................................................................140
WHEN ARE THE FORMULA FIELDS RE - CALCULATED? ...................................................................................................................................140
HOW DO YOU FIND OUT THAT THE APPROVAL PROCESS IS EDITED? ...........................................................................................................141
HOW MANY SOLUTION RECORDS CAN BE IMPORTED VIA IMPORT WIZARD? ................................................................................................141

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FORMATTING OF REPORT IS MAINTAINED WHEN IT IS EXPORTED VIA PRINTABLE VIEW? ...........................................................................142

WHICH OF THE FOLLOWING IS A SALESFORCE.COM DEFINITION FOR A LEAD?............................................................................................142
IF YOU DELETE AN EMAIL FROM A CASE AND THEN DELETE THE CASE, YOU WILL NOT BE ABLE TO RETRIEVE THE DELETED EMAIL FROM
THE RECYCLE BIN.............................................................................................................................................................................................142
ON WHICH OF THESE AREAS ARE DATA VALIDATION RULES ENFORCED BUT NO FEEDBACK IS GIVEN TO USERS? ..................................143
WHAT SHOULD BE THE ADVANCED FILTER CONDITIONS TO MEET THE REQUIREMENT “FIND CONTACTS OWNED BY POO THAT HAVE A
TITLE OF CFO, FUNCTIONAL ROLE OF CFO, OR REPORTS TO THE CFO?” .....................................................................................................144
HOW MANY USER RECORDS CAN BE IMPORTED VIA IMPORT WIZARD? ........................................................................................................144
WHICH OF THE FOLLOWING IS TRUE ABOUT PAGE LAYOUTS? ......................................................................................................................144
TO EMAIL A REPORT TO OTHER USERS, THE REPORT MUST BE IN A PUBLIC FOLDER WITH ACCESS GRANTED TO THE OTHER USERS?144
WHEN A FIELD IS DELETED FROM A PAGE LAYOUT, IS IT ALSO DELETED FROM THE OBJECT? ...................................................................145
WHEN YOU INSERT A RECORD USING THE API, DO VALIDATION RULES GET EXECUTED? ...........................................................................145
SCHEDULED REPORTS RUN IN THE TIME ZONE OF THE USER WHO SCHEDULES THE REPORT..................................................................145
REPORTS SHOW ONLY THE INFORMATION YOU CAN ACCESS, WHEREAS DASHBOARDS SHOW INFORMATION WHICH YOU CANNOT
NORMALLY ACCESS..........................................................................................................................................................................................146
WHICH OF THE FOLLOWING ARE NOT CONTROLLED BY THE PAGE LAYOUTS? ............................................................................................146
IF A FIELD IS VISIBLE IN THE SEARCH LAYOUT BUT HIDDEN FOR CERTAIN USERS VIA THE FIELD-LEVEL SECURITY SETTINGS THEN
WHICH OF THE FOLLOWING STATEMENT IS TRUE? ........................................................................................................................................147
IF A REPORT IS RUN WHICH RETURNS 20,000 RECORDS THEN......................................................................................................................147
ON DELETING A TAB FROM AN APPLICATION ____ ..........................................................................................................................................147
WHICH ONE OF THE FOLLOWING IS A SALESFORCE.COM DEFINITION FOR AN OPPORTUNITY?..................................................................147
WHICH OF THE FOLLOWING MAKE A USER RECORD UNIQUE? ......................................................................................................................148
WHICH OF THE FOLLOWING IS NOT CONTROLLED BY THE PAGE LAYOUT? ..................................................................................................148
WHAT DOES THE DASHBOARD SNAPSHOT ON THE HOME PAGE DISPLAY? ..................................................................................................148
WHICH OF THE FOLLOWING CANNOT BE USED TO CUSTOMIZE YOUR HOME PAGE .....................................................................................149
THOUGH MULTIPLE CAMPAIGNS CAN BE INFLUENTIAL, YOU CAN ONLY DESIGNATE ONE CAMPAIGN AS THE PRIMARY CAMPAIGN
SOURCE ON THE OPPORTUNITY? ....................................................................................................................................................................149
CUSTOMER PORTAL USERS CAN VIEW THE TAGS SECTION OF A PAGE, IF IT IS INCLUDED IN A PAGE LAYOUT.........................................149
IF CUSTOM FISCAL YEARS ARE ENABLED THEN YOU CANNOT USE STANDARD FORECASTING? ................................................................151
IT IS POSSIBLE FOR AN ACCOUNT TO BE PART OF MULTIPLE TERRITORIES?...............................................................................................152
CASE ESCALATION RULES TRIGGERED ON THE LAST MODIFICATION WILL BE RESET EACH TIME A USER ADDS AN ACTIVITY OR SENDS
AN EMAIL FROM THE CASE RECORD?..............................................................................................................................................................153
IS IT POSSIBLE TO HAVE SIDEBAR SEARCH ENABLED WITH GLOBAL SEARCH? ...........................................................................................156
IS IT POSSIBLE TO REPORT ON THE CONVERTED LEADS?.............................................................................................................................156
THE OPPORTUNITIES FIELDS OF THE CAMPAIGN STATISTICS SECTION ON A CAMPAIGN DETAIL PAGE WILL ONLY BE POPULATED FOR
THE CAMPAIGN DESIGNATED AS THE PRIMARY CAMPAIGN SOURCE? ..........................................................................................................156
CASE ESCALATION RULES TRIGGERED ON THE LAST MODIFICATION WILL BE RESET EACH TIME A USER ADDS A RELATED COMMENT TO
THE CASE? ........................................................................................................................................................................................................156
FOR CUSTOM OBJECT RECORDS TO APPEAR IN SEARCH RESULTS, AN ASSOCIATED TAB NEEDS TO EXIST, BUT DOES NOT HAVE TO BE
VISIBLE TO USERS. ...........................................................................................................................................................................................157
WILL TWO DIFFERENT USERS GET THE SAME SEARCH RESULTS ON SEARCHING FOR A COMMON KEYWORD? .......................................157
ARE TAGS SEARCHABLE FROM STANDARD SEARCH COMPONENT? .............................................................................................................158
WHICH OF THE FOLLOWING STATEMENTS IS TRUE? ......................................................................................................................................159
RECENT ITEMS USE THE?.................................................................................................................................................................................159
_________ ARE WORDS OR SHORT PHRASES THAT USERS CAN ASSOCIATE WITH MOST SALESFORCE.COM RECORDS TO DESCRIBE AND
ORGANIZE THEIR DATA IN A PERSONALIZED WAY? ........................................................................................................................................159
WHAT HAPPENS WHEN A USER CLICKS ON THE CREATE NEW APPS OPTION PRESENT IN THE LIST OF APPS SECTION? .........................159
__________ ARE A COLLECTION OF FORCE.COM COMPONENTS AND APPLICATIONS THAT ARE MADE AVAILABLE TO OTHER
ORGANIZATIONS THROUGH THE APPEXCHANGE. ..........................................................................................................................................160
YOU CAN SET A TAB AS A LANDING TAB WHILE CREATING THE TAB FOR THE OBJECT?..............................................................................160
WHICH IS THE NEW TYPE OF DASHBOARD CHART TO MAKE ENTRY IN SPRING’11 RELEASE?.....................................................................161
WHICH OF THE FOLLOWING IS USED FOR AUTOMATICALLY OPENING RECORDS BY AN ADMINISTRATOR WHEN THEY MEET A DATA
TRIGGER POINT?...............................................................................................................................................................................................161
IN THE SPRING’11 SALESFORCE.COM RELEASE, DYNAMIC DASHBOARDS HAVE BEEN LAUNCHED FOR WHICH EDITION:.........................161
WHICH OF THE FOLLOWING EVENTS ARE ALLOWED WHILE WRITING A TRIGGER ON FEEDS ITEM AND FEED COMMENT OBJECT? .........163
YOU CAN SHARE THE DASHBOARD COMPONENTS SNAPSHOT WITH EVERYONE IN THE COMPANY WITH CHATTER? ...............................165
INLINE EDITING IS AVAILABLE IN VISUAL FORCE PAGES?...............................................................................................................................165
WITH SPRING’1 1 RELEASE NOW YOU CAN HAVE PHOTOS IN DASHBOARD COMPONENTS?.........................................................................168
WHICH OF THE FOLLOWING ARE NEW FEATURES ON CHATTER TAB? ..........................................................................................................169
WHICH OF THE FOLLOWING IS THE NEW WORKFLOW FEATURE OF SPRING’11 RELEASE?..........................................................................169
FIELD SETS WORKS ON BOTH STANDARD AS WELL AS CUSTOM OBJECTS? ................................................................................................169
WHICH OF THE FOLLOWING SETTINGS DIRECTLY AFFECTS DATE FIELDS TO DISPLAY AS MM/DD/YYYY? ..................................................171
WHERE DO YOU GO TO CREATE A LIST VIEW SO THAT YOU CAN SEE IT ON THE CONSOLE, UNDER THE ACCOUNTS OBJECT? ...............174
WHICH OF THE FOLLOWING STATEMENTS ARE TRUE ABOUT DATA VALIDATION? .......................................................................................174
WHICH TYPE(S) OF FILE(S) IS ACCESSIBLE THROUGH CONTENT?.................................................................................................................175
WHAT IS PARALLEL APPROVAL ROUTING? ......................................................................................................................................................175
CHATTER DESKTOP IS NOT AVAILABLE IN WHICH SALESFORCE EDITION? ...................................................................................................175
THE ACCOUNT OWNER, OPPORTUNITY OWNERS, AND CASE OWNERS MAY OR MAY NOT BE THE SAME USER.........................................176
WHICH FILE TYPES CAN YOU USE WHEN EXPORTING REPORTS? .................................................................................................................176
A STANDARD PROFILE THAT HAS STANDARD USER PERMISSIONS AND CAN MANAGE PUBLISHED SOLUTIONS AND SOLUTION
CATEGORIES.....................................................................................................................................................................................................177
THE REPORT BUILDER IS DIFFERENT FROM THE REPORT WIZARD...............................................................................................................177

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SALESFORCE.COM ARCHIVES OLDER ACTIVITIES ACCORDING TO WHICH OF THE FOLLOWING CONDITIONS: ..........................................178
IF (ISPICKVAL (PICKLIST_FIELD)) HAS THE SAME OUTPUT AS: .......................................................................................................................179
AT THIS CLICK PATH SETUP > APP SETUP > CUSTOMIZE > TAB NAMES AND LABELS > RENAME TABS AND LABELS YOU CAN RENAME THE
TAB NAMES OF STANDARD OBJECTS. .............................................................................................................................................................179
IS IDENTITY CONFIRMATION NECESSARY IF A USER'S IP ADDRESS IS KNOWN AND BROWSER COOKIE EXISTS?......................................179
ARE CUSTOM OBJECT REPORTS ACCESSIBLE WHEN YOU ADD A CUSTOM OBJECT TAB? ..........................................................................179
WHAT IS NOT FOUND ON A COMPANY PROFILE? ............................................................................................................................................180
CUSTOM REPORT TYPES (CRT) ALLOWS YOU TO BUILD A FRAMEWORK FROM WHICH USERS CAN CREATE AND CUSTOMIZE REPORTS IN
THE REPORT WIZARD BUT NOT IN REPORT BUILDER. ....................................................................................................................................181
A PROFILE IS A COLLECTION OF SETTINGS AND PERMISSIONS THAT DETERMINE WHAT THE USER CAN DO WITH RECORDS THEY HAVE
ACCESS TO AND HOW THEY VIEW THOSE RECORDS. ....................................................................................................................................181
WHEN ARE DATA VALIDATION RULES ENFORCED?.........................................................................................................................................181
SYSTEM ADMINISTRATORS HAVE THIS PERMISSION BY DEFAULT. ...............................................................................................................182
THE SALESFORCE CONSOLE IS AN EXAMPLE OF WHAT? ...............................................................................................................................182
WHAT IS THE CLICK PATH TO ENABLE ENHANCE PROFILE MANAGEMENT? ..................................................................................................182
CUSTOM FORMULA FIELDS CAN REFERENCE OTHER CUSTOM FORMULA FIELDS INCLUDING THEMSELVES.............................................182
YOU MUST RUN THE REPORT BEFORE YOU CAN PRINT OR EXPORT IT BECAUSE THE PRINTABLE VIEW AND EXPORT DETAILS BUTTONS
ARE NOT AVAILABLE IN THE REPORT BUILDER...............................................................................................................................................183
WHICH SALESFORCE EDITIONS PROVIDE OPTION FOR CUSTOMIZING PROFILES? ......................................................................................183
HOW MANY PROFILES CAN LOAD IN A SINGLE LIST VIEW WITH ENHANCED PROFILE MANAGEMENT ENABLED? .......................................183
WHAT IS THE MAXIMUM NUMBER OF CONDITIONAL HIGHLIGHTING PER REPORT? ......................................................................................184
USER A MODIFIES A RECORD. THIS MODIFICATION TRIGGERS A WORKFLOW RULE FOR IMMEDIATE EXECUTION THAT INCLUDES A FIELD
UPDATE ON THE CURRENT RECORD. AFTER THE EXECUTION IS COMPLETE, WHAT USER WILL BE LISTED UNDER THE LAST MODIFIED
FIELD OF THIS RECORD? ..................................................................................................................................................................................185
HOW DOES LOCALE SETTINGS AFFECT YOUR EXPORTED CSV FILE? ...........................................................................................................185
WHAT ARE TWO SOURCES FROM WHICH CASES CAN BE CREATED?............................................................................................................186
WHICH REPORT FORMAT SUMMARIZES DATA IN A GRID AGAINST HORIZONTAL AND VERTICAL CRITERIA AND PROVIDES TOTALS FOR
BOTH ROWS AND COLUMNS?...........................................................................................................................................................................186
EVERY PROFILE, INCLUDING PROFILES ASSOCIATED WITH CUSTOMER PORTAL USERS MUST HAVE AT LEAST ONE VISIBLE APP..........186
WHICH STATEMENTS ARE TRUE ABOUT CLOUD SCHEDULER? ......................................................................................................................187
CLIENTS DO NOT HAVE TO ENABLE CUSTOMIZABLE FORECASTING BEFORE THEY CAN ASK SALESFORCE.COM TO ACTIVATE TERRITORY
MANAGEMENT...................................................................................................................................................................................................191
WHAT HAPPENS WHEN YOU CONVERT A LEAD AND AN EXISTING ACCOUNT AND CONTACT HAVE THE SAME NAME AS THE ONE
SPECIFIED ON THE LEAD? ................................................................................................................................................................................191
YOU CANNOT USE THE BROWSER'S PRINT FUNCTION TO PRINT REPORTS..................................................................................................191
THIS HELPS YOU MANAGE THE COMPLETE LIFECYCLE OF CUSTOMER SERVICE, FROM LOGGING CASES TO SUGGESTING AND
DELIVERING SOLUTIONS ACROSS MULTIPLE CHANNELS, INCLUDING WEB SELF-SERVICE AND LIVE AGENT SUPPORT............................192
HOW MANY WORKFLOW RULES CAN YOU CREATE PER ENTITY? ..................................................................................................................192
WHAT IS THE DEFAULT REPORT FORMAT FOR NEW REPORTS CREATED IN REPORT BUILDER? ................................................................194
WHICH OF THE FOLLOWING IS PART OF THE SALES CLOUD 2? .....................................................................................................................194
WHICH OF THE FOLLOWING ARE STANDARD SALESFORCE APPLICATIONS? ................................................................................................194
WHICH IS A CONSIDERATION WHEN CREATING A DRILL-TO-DETAIL DASHBOARD COMPONENT?................................................................195
WHICH CAN BE ACCESSED BY A CHATTER FREE USER?................................................................................................................................197
THIS TYPE OF RELATIONSHIP LINKS TWO OBJECTS TOGETHER, BUT IT HAS NO EFFECT ON DELETION, RECORD OWNERSHIP, OR
SECURITY, AND THE LOOKUP RELATIONSHIP FIELD IS NOT REQUIRED IN THE PAGE LAYOUT....................................................................199
WHEN YOU DELETE A CONTACT, IT'S ASSOCIATED CAMPAIGN MEMBER RECORD IS DELETED AS WELL...................................................199
DATA VALIDATION RULES ARE NOT SUPPORTED IN WHICH SALESFORCE EDITION? ...................................................................................201
IDENTIFY THE TRUE STATEMENTS ABOUT THE WORKFLOW APPROVAL PROCESS?....................................................................................201
PRINTABLE VIEW DOES NOT SAVE ALL THE REPORT FORMATTING. .............................................................................................................204
TIME-DEPENDENT WORKFLOW WILL NOT WORK WITH WHICH TYPE OF WORKFLOW EVALUATION CRITERIA? ..........................................204
UP TO 25 CUSTOM LOOKUP FIELDS CAN BE DEFINED PER OBJECT. .............................................................................................................204
SPRING '11 INCLUDES A MANAGED VERSION OF CHATTER DESKTOP FOR ENTERPRISE DEPLOYMENTS, AND ADMINISTRATION
CONTROLS FOR CONTROLLING ACCESS TO CHATTER DESKTOP IN YOUR ORGANIZATION. .......................................................................204
RECORD LOCKING PREVENTS USERS FROM EDITING A RECORD ONLY IF THEY HAVE CERTAIN FIELD-LEVEL SECURITY OR SHARING
SETTINGS..........................................................................................................................................................................................................204
CAN A STANDARD USER PROFILE IMPORT MEMBERS INTO A CAMPAIGN?....................................................................................................205
THE RECORD OWNER IS A USER OR A QUEUE THAT HAS CONTROL OR RIGHTS TO A PARTICULAR DATA RECORD..................................205
STANDARD REPORTS ARE VISIBLE THROUGH THE REPORTS SEARCH.........................................................................................................206
A SYSTEM ADMINISTRATOR CAN EDIT A PROFILE TO:....................................................................................................................................207
WHAT IS A DASHBOARD MADE OF?..................................................................................................................................................................208
WHAT IS ONE ADVANTAGE OF SALESFORCE CRM? ........................................................................................................................................208
MAIL MERGE IS AVAILABLE IN WHICH SALESFORCE EDITIONS? ....................................................................................................................209
IF THE SYSTEM ADMINISTRATOR SET A USER TO CREATE ONLY A CERTAIN RECORD TYPE, THIS USER'S ABILITY TO VIEW OTHER
RECORD TYPES IS AFFECTED..........................................................................................................................................................................210
WHAT IS THE MAXIMUM NUMBER OF VALUES YOU CAN HAVE IN A PICKLIST? ..............................................................................................210
WHEN CONVERTING A LEAD, WHAT VALUES ARE TRANSFERRED TO THE OPPORTUNITY? .........................................................................211
WHAT IS THE MAXIMUM OF TIME TRIGGERS PER WORKFLOW RULE? ...........................................................................................................213
SALESFORCE IS WHICH OF THE FOLLOWING..................................................................................................................................................217
WHICH OF THE FOLLOWING RELATIONSHIPS ARE CORRECT?.......................................................................................................................217
A WORKFLOW APPROVAL PROCESS MAY BE USED FOR ALL OF THE FOLLOWING OBJECTS EXCEPT: .......................................................217
WHICH OF THE FOLLOWING FEATURES IS NOT AVAILABLE IN PROFESSIONAL EDITION? ............................................................................221
THE FORMULA EDITOR MAY BE USED ALL OF THE FOLLOWING PLACES EXCEPT ........................................................................................222

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IF YOU ARE ADDED TO A SALES TEAM WITH READ/WRITE ACCESS YOU THEN HAVE THE ABILITY TO EXTEND SHARING ON THE
OPPORTUNITY TO OTHER USERS....................................................................................................................................................................224
WHAT ARE THE STEPS TO INSTALL AN APP IN APPEXCAHNGE? ....................................................................................................................225
A WORKFLOW RULE CAN ONLY BE TRIGGERED WHEN A RECORD IS CREATED...........................................................................................225
WHICH OF THE FOLLOWING FIELDS CANNOT BE A CONTROLLING FIELD FOR DEPENDENT PICKLISTS ......................................................227
WHEN YOU HAVE EXCEEDED YOUR GENERAL STORAGE LIMIT, YOU CAN USE YOUR COMPLIMENTARY DOCUMENT STORAGE FOR
ADDITIONAL SPACE...........................................................................................................................................................................................227
TO MAKE A FIELD REQUIRED, WHICH OF THE FOLLOWING IS USED) (PICK THE BEST POSSIBLE ANSWER)................................................232
WHAT TYPE OF INFORMATION CANNOT BE SHOWN WITH AN S-CONTROL DASHBOARD COMPONENT? .....................................................233
A NEW LIST VIEW CAN BE CREATED FROM WITHIN THE CONSOLE................................................................................................................234
ALL OF THE FOLLOWING ARE DEFAULT ACCOUNT RECORD TYPES WITH CLIENT MANAGEMENT EXCEPT:................................................235
YOU MUST BE A USER OF SALESFORCE.COM IN ORDER TO RECEIVE AN EMAIL NOTIFICATION IN THE CASE ESCALATION PROCESS ....236
IF A LEAD IS CONVERTED WITHOUT A VALUE IN THE COMPANY FIELD, WHAT HAPPENS? ...........................................................................236
WHICH OF THE FOLLOWING BEST DESCRIBES THE OPPORTUNITY STAGE HISTORY RELATED LIST?.........................................................238
AN APPROVAL PROCESS BEGINS WHEN A RECORD IS:..................................................................................................................................239
TIME BASED WORKFLOW CAN BE TRIGGERED EVERY TIME A RECORD IS CREATED OR EDITED................................................................240
WHEN YOU ADD A CUSTOM OBJECT TAB, ALL OF THE FOLLOWING WILL BE ACCESSIBLE WITH THE OBJECT EXCEPT .............................243
WHEN YOU DELETE A LEAD FROM A CAMPAIGN, IT DELETES THE LEAD RECORD ITSELF. ..........................................................................245
WHICH OF THE FOLLOWING SF APPLICATIONS ENABLES ORGANIZATIONS TO SPEED AND STREAMLINE ALL PHASES OF SALES?..........245
ALL OF THE FOLLOWING OBJECTS MAY HAVE A QUEUE EXCEPT ..................................................................................................................245
YOU CAN USE STANDARD REPORTS WHEN CREATING DASHBOARDS ..........................................................................................................247
CASE ESCALATION RULES TRIGGERED ON THE LAST MODIFICATION WILL BE RESET EACH TIME A USER DOES WHICH OF THE
FOLLOWING ACTIONS? .....................................................................................................................................................................................247
WHO CAN SELECT THE "SHARING" BUTTON ON ACCOUNT AND OPPORTUNITY RECORDS? ........................................................................250
WHICH OF THE FOLLOWING COMPONENTS IS THE CENTRAL REPOSITORY TO MANAGE ALL PRESENTATIONS, COLLATERAL AND
DOCUMENTS? ...................................................................................................................................................................................................252
YOU ARE WORKING WITH A PROFESSIONAL EDITION ORGANIZATION. THEY WISH TO INSTALL THE EXPENSE TRACKER, WHICH
REQUIRES THE USE OF 4 CUSTOM TABS, 3 CUSTOM OBJECTS, AND ONE CUSTOM APP. IF THE COMPANY IS ALREADY USING 4
APPLICATIONS, 36 CUSTOM OBJECTS, AND 7 CUSTOM TABS, WHAT WILL HAPPEN WHEN THEY TRY TO INSTALL EXPENSE TRACKER?..253
WHAT TYPE OF REPORT CANNOT BE USED TO RUN A DASHBOARD REPORT?.............................................................................................260
YOUR ORGANIZATION IS A US-BASED COMPANY WITH A DEFAULT CURRENCY OF US DOLLARS. AS A SALES REP, YOUR PERSONAL
CURRENCY IS SET TO BRITISH POUNDS. YOU CREATE AN OPPORTUNITY WITH A CURRENCY IN BRITISH POUNDS. THE ADMINISTRATOR
UPDATES THE CURRENCY CONVERSION RATES. WHICH OF THE FOLLOWING BEST DESCRIBES WHAT HAPPENS TO THE AMOUNT OF
YOUR BRITISH-POUND-BASED OPPORTUNITY?...............................................................................................................................................262
CUSTOM LINKS CAN BE USED FOR THE FOLLOWING:.....................................................................................................................................263
IT IS POSSIBLE TO SHARE A CUSTOM OBJECT RECORD MANUALLY .............................................................................................................265
YOU CAN CUSTOMIZE THE OPPORTUNITY STAGE HISTORY RELATED LIST ON AN OPPORTUNITY PAGE LAYOUT. ....................................268
IT IS POSSIBLE TO VIEW A FORECAST BASED ON ALL OF THE FOLLOWING EXCEPT:...................................................................................269
WHICH OF THE FOLLOWING DOES A PROFILE CONTROL?..............................................................................................................................272
IF A LEAD WITH A SINGLE MARKETING CAMPAIGN IS CONVERTED, THE CAMPAIGN INFORMATION WILL MAP TO THE NEWLY CREATED
CONTACT AND OPPORTUNITY RECORD AUTOMATICALLY..............................................................................................................................273
WHEN A MANAGER OVERRIDES A SUBORDINATE'S FORECAST, THE SUBORDINATE CAN SEE THE MANAGER'S OVERRIDE .....................276
RELATED LISTS DISPLAY THE MANY SIDE OF A ONE-TO-MANY RELATIONSHIP.............................................................................................279
CASE ASSIGNMENT RULES ARE BASED ON ELAPSED TIME ...........................................................................................................................279
WHICH OF THE FOLLOWING ARE TRUE ABOUT MASTER/DETAIL RELATIONSHIPS IN CUSTOM OBJECTS? ..................................................282
WHEN TEST DRIVING AN APPLICATION ON THE APPEXCHANGE DIRECTORY, IT IS NOT POSSIBLE TO VIEW THE S-CONTROL
CONFIGURATIONS OF THAT APPLICATION ......................................................................................................................................................283
VALIDATION RULES MAY EVALUATE AN OPPORTUNITY LINE ITEM AGAINST THE OPPORTUNITY IT'S ASSOCIATED WITH..........................285
AN S-CONTROL MAY BE ALL OF THE FOLLOWING EXCEPT:............................................................................................................................289
IF A PROFILE DOES NOT HAVE ACCESS TO AN APPLICATION, THAT PROFILE WILL ALSO NOT HAVE ACCESS TO THE TABS AND OBJECTS
OF THAT APPLICATION .....................................................................................................................................................................................291
WHICH TYPE OF FIELD CANNOT BE UNIVERSALLY REQUIRED? .....................................................................................................................292
CUSTOM WEB TAB MAY CONSIST OF ALL THE FOLLOWING EXCEPT: ............................................................................................................294
CUSTOM LEAD FIELDS CAN BE MAPPED TO WHICH SETS OF OBJECTS IN SALESFORCE.COM? ..................................................................298
YOU CAN MAP A CUSTOM LEAD FIELD TO ONLY ONE OF THE FOLLOWING OBJECTS AT A SINGLE INSTANCE ...........................................299
ONCE A FIELD IS HIDDEN FROM A PROFILE USING 'FIELD LEVEL SECURITY', A USER ASSOCIATED TO THAT PROFILE CAN STILL SEE THE
FIELD USING THE FOLLOWING: ........................................................................................................................................................................299
IT IS POSSIBLE TO RELATE A PERSON ACCOUNT TO A CONTACT ON A BUSINESS ACCOUNT. ....................................................................300
YOUR CUSTOMER IS USING PROFESSIONAL EDITION. THEY WANT THE ABILITY TO TRIGGER AN EMAIL EVERY TIME AN OPPORTUNITY
REACHES 90% AND THE AMOUNT OF THE OPPORTUNITY IS ONE MILLION DOLLARS. WHAT IS THE BEST WAY TO ACCOMPLISH THIS?...304
HOW IS THE EXPECTED REVENUE CALCULATED FOR AN OPPORTUNITY?....................................................................................................305
A SYSTEM ADMINISTRATOR WANTS TO RESTRICT THE ABILITY FOR SALES REP USERS TO CREATE NEW RECORDS WITH THE PLATINUM
SALES RECORD TYPE. WHAT OPTIONS DOES HE HAVE?................................................................................................................................309
WHAT SHOULD A SYSTEM ADMINISTRATOR USE TO DISABLE ACCESS TO A CUSTOM APPLICATION FOR A GROUP OF USERS?..............310
WHEN CONTROLLING AND DEPENDENT FIELDS ARE AVAILABLE IN CONNECT OFFLINE... ...........................................................................313
WHICH ITEM CAN TRIGGER WORKFLOW RULES?............................................................................................................................................316
A WORKFLOW RULE CONTAINS AN ACTION THAT SENDS A TASK TO A ROLE CALLED GLOBAL SALES MANAGERS, WHICH INCLUDES
MULTIPLE USERS. WHEN THE WORKFLOW RULE IS TRIGGERED, TO WHOM WILL THE TASK BE ASSIGNED? .............................................322
IF AN ADMINISTRATOR WOULD LIKE TO EXPORT A REPORT AND KEEP IT IN THE SAME FORMAT AS THE REPORT IN SALESFORCE, THEY
WILL NEED TO: ..................................................................................................................................................................................................324

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SALES REPRESENTATIVES AT UNIVERSAL CONTAINERS NEED ASSISTANCE FROM PRODUCT MANAGERS WHEN SELLING CERTAIN
PRODUCTS. PRODUCT MANAGERS DO NOT HAVE ACCESS TO OPPORTUNITIES, BUT NEED TO GAIN ACCESS WHEN THEY ARE ASSISTING
WITH A SPECIFIC DEAL. HOW CAN A SYSTEM ADMINISTRATOR ACCOMPLISH THIS? ...................................................................................325
AN ADMINISTRATOR WANTS TO SETUP IDEAS AND ANSWERS FOR THEIR ORGANIZATION. WHAT CAN THEY USE IN BOTH OF THESE? ..326
WHAT IS TRUE ABOUT THE WORKFLOW FEATURE IN SALESFORCE? ............................................................................................................331
UNIVERSAL CONTAINERS NEEDS TO TRACK THE MANUFACTURER AND MODEL FOR SPECIFIC CAR COMPANIES. HOW CAN THE SYSTEM
ADMINISTRATOR ENSURE THAT THE MANUFACTURER SELECTED INFLUENCES THE VALUES AVAILABLE FOR THE MODEL?...................331
A SALES REP NEEDS TO CREATE A SCHEDULE FOR HIS OPPORTUNITY PRODUCTS. WHAT TYPES CAN HE CREATE? ..............................332
AN OPPORTUNITY RECORD, CREATED WITH A CLOSE DATE OF JULY 30, MEETS THE CRITERIA OF A TIME-DEPENDENT WORKFLOW
RULE. THE TIME-DEPENDENT ACTION IS SCHEDULED FOR JULY 23. WHAT HAPPENS IF THE OPPORTUNITY IS EDITED BEFORE JULY 23
AND NO LONGER MEETS THE CRITERIA? ........................................................................................................................................................332
WHICH OF THE FOLLOWING ACTIONS ARE AVAILABLE WHEN CREATING OR USING WORKFLOW? .............................................................334
AN ADMINISTRATOR CHANGED THE ORGANIZATION’S DEFAULT LANGUAGE FROM ENGLISH TO SPANISH. WHAT MUST END USERS DO TO
SEE THIS CHANGE? ..........................................................................................................................................................................................335
SELECT THE ORDER IN WHICH THE WORKFLOW ACTIONS FIRE IN SALESFORCE. .......................................................................................335
UNLIKE BUSINESS ACCOUNTS, PERSON ACCOUNTS DO NOT HAVE:.............................................................................................................337
WHICH PROFILE IS A STANDARD PROFILE? SELECT ALL THAT APPLY...........................................................................................................341
WHAT CAPABILITIES DOES A SYSTEM ADMINISTRATOR HAVE FOR TASKS? .................................................................................................343
TO TRACK REVENUE GAIN OR LOSS BASED ON CURRENCY FLUCTUATIONS, YOU MUST IMPLEMENT WHAT FEATURE?...........................345
GAUGE AND METRIC DASHBOARD COMPONENT TYPES ARE BASED ON WHAT FROM A REPORT? .............................................................345
LEADS CAN BE IMPORTED WITH WHAT KIND OF CURRENCY?........................................................................................................................346
WHICH OBJECTS INCLUDE DEFAULT BUSINESS PROCESSES? ......................................................................................................................347
WHAT IMPACT DOES AN AUTOMATED CASE USER HAVE?..............................................................................................................................348
A SYSTEM ADMINISTRATOR WANTS TO UTILIZE PUBLIC GROUPS TO ESTABLISH SHARING IN THE SYSTEM. WHAT CAN THEY NOT USE
PUBLIC GROUPS FOR? .....................................................................................................................................................................................351
YOU CAN CREATE CUSTOM SUMMARY FORMULAS REFERENCING CUSTOM FORMULA FIELDS..................................................................351
WHICH STATEMENT ABOUT CUSTOM SUMMARY FORMULAS IN REPORTS IS TRUE? ....................................................................................356
WHERE ARE FOLDERS USED? (SELECT ALL THAT APPLY) .............................................................................................................................356
WHEN A USER REFRESHES A DASHBOARD IT IS REFRESHED FOR: ..............................................................................................................359
IF THE ORG WIDE DEFAULT IS PUBLIC READ/WRITE, WHAT FEATURE IN SALESFORCE IS NEEDED TO RESTRICT ACCESS TO AN OBJECT?
...........................................................................................................................................................................................................................360
WHAT CAN AN EMAIL TEMPLATE CONTAIN? CHOOSE ALL THAT APPLY.........................................................................................................361
WHICH IS A CAPABILITY OF EMAIL-TO-CASE?..................................................................................................................................................362
WHICH OF THE FOLLOWING IS INLINE EDITING NOT SUPPORTED?................................................................................................................370
WHY MIGHT TEAMS BE UTILIZED? ....................................................................................................................................................................372
HOW MANY OBJECTS MAY BE IMPORTED OR UPDATED USING THE DATA LOADER? ...................................................................................376
WHEN A USER WITH PENDING APPROVAL REQUESTS LEAVES AN ORGANIZATION. WHAT CAN AN ADMIN DO WITH THE PENDING
REQUEST?.........................................................................................................................................................................................................376
WHAT SHOULD A SYSTEM ADMINISTRATOR CONSIDER BEFORE IMPORTING A SET OF RECORDS INTO SALESFORCE? ...........................378
WHICH ONES ARE TRUE ABOUT LEAD ASSIGNMENT RULES? ........................................................................................................................380
WHAT HAPPENS WHEN YOU CONVERT A LEAD? .............................................................................................................................................381
WHAT WILL PREVENT A SYSTEM ADMINISTRATOR FROM DELETING A CUSTOM OBJECT? ..........................................................................381
WHAT ARE REQUIRED WHEN CREATING A NEW CUSTOM OBJECT TAB?.......................................................................................................381
WHICH ONES ARE TRUE ABOUT THE HTML EMAIL TRACKING FEATURE IN SALESFORCE CRM?..................................................................381
A SYSTEM ADMINISTRATOR IS AT THE NEW USER PAGE. HE IS TRYING TO ASSIGN THIS WOULD BE NEW USER ACCOUNT A READ ONLY
PROFILE HOWEVER, THIS PROFILE DOES NOT APPEAR AS AN OPTION IN THE PROFILE PICKLIST. HOW WILL YOU EXPLAIN THIS
SCENARIO? .......................................................................................................................................................................................................382
IN WHICH OF THE FOLLOWING SCENARIO WILL YOU CREATE A DATA VALIDATION RULE? ..........................................................................382
WHICH ARE LIMITATIONS TO TIME TRIGGERS IN WORKFLOW RULES? ..........................................................................................................382
CHOOSE THE CORRECT STATEMENTS ABOUT CAMPAIGN HIERARCHIES.....................................................................................................382
WHAT IS A PROFILE IN SALESFORCE CRM? ....................................................................................................................................................383
BRUNO SET UP WEB-TO-LEAD. HE CREATED A CUSTOM FORM WHICH WORKED WELL UPON TESTING. HE ALSO CREATED AN EMAIL
TEMPLATE AND SET IT AS THE DEFAULT RESPONSE TEMPLATE BUT HE DID NOT SET ANY AUTO RESPONSE RULE. WHAT DO YOU THINK
WILL HAPPEN? ..................................................................................................................................................................................................383
WHAT HAPPENS WHEN YOU DELETE A CUSTOM OBJECT? ............................................................................................................................383
HOW DO YOU DESCRIBE THE CAPABILITIES OF A ROLE? ...............................................................................................................................384
PICK THE CORRECT STATEMENTS ABOUT FORMULA FIELDS BELOW. ..........................................................................................................384
WHAT ARE THE STEPS TO SET UP THE CONSOLE TAB? .................................................................................................................................384
WHAT ARE THE ELEMENTS OF THE SHARING MODEL?...................................................................................................................................385
PROCESS VISUALIZER CAN BE USED TO DO WHICH OF FOLLOWING? ..........................................................................................................385
CHOOSE THE STATEMENTS THAT PROVIDE CORRECT INFORMATION ABOUT CUSTOM LOOKUP RELATIONSHIPS IN SALESFORCE CRM.
...........................................................................................................................................................................................................................385
WHAT HAPPENS WHEN YOU CREATE A NEW WORKFLOW RULE? ..................................................................................................................385
WHEN DO YOU USE A DASHBOARD?................................................................................................................................................................386
WHAT CAN BE SET WHEN CREATING A CUSTOM APP? ...................................................................................................................................386
WHAT IS TRUE ABOUT THE NEW REPORT BUILDER? ......................................................................................................................................386
ACCESS TO DATA AT THE RECORD LEVEL CAN BE CONTROLLED BY WHICH OF THE FOLLOWING?............................................................386
WHICH IS NOT A DEFAULT LABEL OF A STANDARD FIELD?.............................................................................................................................387
HOW DO YOU CREATE A MULTI-DAY EVENT? ..................................................................................................................................................387
WHERE DO YOU USE FOLDERS IN SALESFORCE CRM?..................................................................................................................................387
PICK THE INCORRECT STATEMENT ABOUT REPORT TYPES IN SALESFORCE CRM. .....................................................................................388
WHAT SETTINGS ARE FOUND IN THE CHART EDITOR? ...................................................................................................................................388

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MARGIE HAS A MARKETING USER PROFILE BUT SHE IS UNABLE TO CREATE NEW CAMPAIGNS. SHE DOESN'T EVEN HAVE A NEW BUTTON
IN HER CAMPAIGNS HOMEPAGE. WHAT RESTRICTS HER FROM CREATING NEW CAMPAIGNS? ..................................................................388
A PARTICULAR USER WANTS TO SEE HIS USER MENU AS INDIVIDUAL LINKS INSTEAD OF BEING IN A DROP DOWN MENU ON THE USER'S
NAME AT THE TOP OF THE PAGE WITHOUT LOSING THE ABILITY TO USE CHATTER. WHAT WILL YOU DO? ................................................389
WHICH CHANGES IN DATA TYPE OF AN EXISTING CUSTOM FIELD CAN CAUSE DATA LOSS? .......................................................................389
WHAT IS TRUE ABOUT LEAD ASSIGNMENT? ....................................................................................................................................................389
IF THE ‘CONFINE OPPORTUNITY ASSIGNMENT’ CHECKBOX IS SELECTED FOR A TERRITORY, THE TERRITORY'S OPPORTUNITIES REMAIN
IN THE TERRITORY OR ITS CHILD TERRITORIES WHEN YOU RUN ACCOUNT ASSIGNMENT RULES. WITH THE FOLLOWING EXCEPTIONS:
...........................................................................................................................................................................................................................389
WHICH FORMULA WOULD YOU USE IN A VALIDATION RULE TO ENSURE THAT A CUSTOM DATE FIELD CONTAINS A DATE WITHIN THE
CURRENT MONTH AND YEAR. ..........................................................................................................................................................................390
WHAT CAN YOU DO IN THE APPEXCHANGE?...................................................................................................................................................390
WHAT CAN ROLL-UP SUMMARY FIELD DO? .....................................................................................................................................................390
IN WHICH CUSTOM TAB CAN YOU SET WHETHER OR NOT THE SIDEBAR WILL DISPLAY? ............................................................................391
WHICH ONES ARE NOT TRUE WITH SHARING RULES?....................................................................................................................................391
WHICH OF THE FOLLOWING ARE TRUE ABOUT ORGANIZATION BUSINESS HOURS? ....................................................................................391
WHEN ASSIGNMENT RULES FAIL TO LOCATE AN OWNER, WHO WILL BE ASSIGNED OWNERSHIP OF THE CASE?......................................391
A FEATURE IN SALESFORCE CRM THAT SPECIFIES THE STEPS NECESSARY FOR A RECORD TO BE APPROVED AND WHO MUST
APPROVE IT AT EACH STEP..............................................................................................................................................................................392
WHICH ARE CUSTOM PROFILES? .....................................................................................................................................................................392
WHAT WILL HAPPEN WHEN YOU MASS DELETE CONTACTS? .........................................................................................................................392
THE SALESFORCE.COM IMPORT WIZARD WILL DE-DUPLICATE RECORDS BASED ON THE SPELLING OF THE ACCOUNT AND CONTACT
NAME IF THE "OVERWRITE EXISTING ACCOUNT VALUES" CHECKBOX IS SELECTED. WHICH OF THE FOLLOWING IS NOT A
CONSIDERATION WHEN DE-DUPLICATING RECORDS USING THE IMPORT WIZARD? ....................................................................................392
WHAT INFORMATION IS ALWAYS FOUND ON A USER RECORD? ....................................................................................................................393
WHICH OF THE FOLLOWING CAN BE CONTROLLED BY PROFILE SETTINGS? ................................................................................................393
WHAT ARE SOURCES FROM WHICH CASES CAN BE CREATED? ....................................................................................................................393
WHAT IS NOT TRUE ABOUT FOLDERS IN SALESFORCE CRM?........................................................................................................................393
A SYSTEM ADMINISTRATOR WILL HAVE TO CREATE A REPORT TYPE IN WHICH OF THE FOLLOWING SCENARIO? ....................................393
WHICH VALIDATION FORMULA ENSURES THAT USERS DO NOT CHANGE THE CLOSE DATE OF AN OPPORTUNITY TO A DAY IN THE PAST?
...........................................................................................................................................................................................................................394
WHICH ARE TRUE ABOUT STANDARD AND CUSTOM REPORTS IN SALESFORCE CRM?................................................................................394
WHICH IS NOT A STEP TO CREATE WORKFLOW RULES?................................................................................................................................394
WHICH OF THE FOLLOWING CHECK BOXES IN THE USER RECORD REQUIRES A CORRESPONDING FEATURE LICENSES WHEN CHECKED?
...........................................................................................................................................................................................................................394
WHICH OBJECTS MAY HAVE SHARING RULES? ...............................................................................................................................................395
CUSTOM SIDEBAR COMPONENTS IN THE SERVICE CLOUD CONSOLE ALLOWS YOU TO VIEW CASE MILESTONES. WHAT IS A CASE
MILESTONE?......................................................................................................................................................................................................395
WHAT IS NOT A STEP TO SCHEDULE A REPORT TO RUN IN THE FUTURE?....................................................................................................395
WHICH TYPE OF RECORDS CAN BE ADDED TO AS CAMPAIGN MEMBERS? ...................................................................................................395
WHICH FIELDS ARE REQUIRED WHEN YOU SETUP A NEW USER RECORD? ..................................................................................................396
A STANDARD PROFILE THAT HAS STANDARD USER PERMISSIONS AND HAS THE ABILITY TO MANAGE PUBLISHED SOLUTIONS AND
SOLUTION CATEGORIES...................................................................................................................................................................................396
WHAT ARE CONSIDERATIONS WHEN USING SHARING RULES?......................................................................................................................396
DESCRIBE THE DIFFERENCE BETWEEN STANDARD AND CUSTOM FISCAL YEARS.......................................................................................397
A COMPANY IS IMPLEMENTING SALESFORCE SERVICE CLOUD CONSOLE. THE SYSTEM ADMIN IS DONE CUSTOMIZING THE HIGHLIGHTS
PANELS FOR ALL OBJECTS; CREATING AN APP FOR THE SERVICE CLOUD CONSOLE AND ASSIGNING IT TO THE 'CALL CENTER REP'
USER PROFILE; SETTING UP INTERACTION LOGS AND ASSIGNING THEM TO THE SAME PROFILE AND SETTING UP A CTI ADAPTOR. SHE
ALSO CREATED FIVE (5) NEW USER ACCOUNTS AND ASSIGNED THEM ALL WITH THE 'CALL CENTER REP' USER PROFILE. UPON TESTING,
FOUR OF THE USERS ARE ABLE TO USE THE SERVICE CLOUD CONSOLE BUT ONE FAILS. WHAT RESTRICTS THE OTHER USER FROM
LOGGING INTO THE SERVICE CLOUD CONSOLE? ...........................................................................................................................................397
WHAT ARE THE COMPONENTS IN THE PAGE LAYOUT?...................................................................................................................................397
WHAT TYPES OF TAB CAN YOU CREATE IN SALESFORCE CRM?....................................................................................................................397
SELECT THE METHODS TO ASSOCIATE LEADS AND CONTACTS TO A CAMPAIGN.........................................................................................398
A MARKETING MANAGER ADDED 25 LEADS TO AN ACTIVE EMAIL CAMPAIGN. SHE SET THE MEMBER STATUS OF THESE LEADS TO
RESPONDED. HOWEVER, WHEN SHE VIEWED THE CAMPAIGN DETAIL PAGE OF THE SAME CAMPAIGN, ONLY THE NUMBER OF LEADS
WAS INCREASED BY 25 BUT NOT THE TOTAL RESPONSES. WHAT COULD EXPLAIN THIS SCENARIO? ........................................................398
CHOOSE THE CORRECT STATEMENTS ABOUT CUSTOM SUMMARY FORMULAS? .........................................................................................398
AN EVENT APPEARS ON THE SINGLE-USER VIEW OF YOUR SALESFORCE CALENDAR BUT NOT ON THE MULTI-USER VIEW. WHAT COULD
EXPLAIN THIS SCENARIO? ................................................................................................................................................................................398
JOHN OWNS 20 OPPORTUNITIES. WHENEVER THE REGIONAL SALES MANAGER RUNS AN OPPORTUNITY REPORT, THESE 20 RECORDS
DO NOT APPEAR. IF YOU ARE THE SYSTEM ADMINISTRATOR, WHAT WILL YOU CHECK TO CORRECT THIS ISSUE? ..................................399
WHICH OF THE FOLLOWING ARE CUSTOMIZABLE RELATED LISTS? ..............................................................................................................399
WHERE DO YOU SET AN EXTERNAL ID?...........................................................................................................................................................399
A SYSTEM ADMINISTRATOR CREATED A CUSTOM OBJECT AND BUILT A RELATIONSHIP BETWEEN IT AND ACCOUNTS WITH THE LATER AS
THE MASTER OBJECT. IF HE RECENTLY ENABLED PERSON ACCOUNT IN THE SAME ORG, WHICH EXTRA STEP NEEDS TO BE DONE FIRST
BEFORE HE CAN SEE THAT OBJECT IN PERSON ACCOUNT'S RELATED LIST? ..............................................................................................399
CHOOSE THE CORRECT STATEMENTS ABOUT REPORT FORMATS IN SALESFORCE CRM? .........................................................................400
THE SHARING SETTING FOR CONTACTS IS "CONTROLLED BY PARENT". JOHN HAS A PROFILE THAT HAS CREATE PERMISSION ON
CONTACTS. WHICH OF THE FOLLOWING IS TRUE? .........................................................................................................................................400
WHO CAN YOU GRANT ACCESS TO OR REMOVE ACCESS FROM YOUR CALENDAR? ...................................................................................400
WHICH IS A CORRECT STATEMENT ABOUT THE CONSOLE?...........................................................................................................................400

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WHAT ARE CONSIDERATIONS WHEN CREATING CHARTS? ............................................................................................................................401

WHAT ARE THE CAPABILITIES OF THE CAMPAIGN INFLUENCE FEATURE IN SALESFORCE CRM? ................................................................401
WHICH ONES ARE TRUE ABOUT ORGANIZATION-WIDE DEFAULTS?...............................................................................................................401
CHOOSE THE STEPS THAT ARE SPECIFIED CORRECTLY IN YOUR APPROVAL PROCESS IF YOUR ORGANIZATION HAS A TWO-STEP
PROCESS FOR APPROVING EXPENSES: SUBMITTED EXPENSES THAT ARE LESS THAN $50 ARE AUTOMATICALLY APPROVED, THOSE
OVER $50 MUST BE APPROVED BY A MANAGER, AND THOSE OVER $5,000 MUST ALSO BE APPROVED BY A VICE PRESIDENT. ...............401
WHAT HAPPENS WHEN YOU DELETE A PREDEFINED CASE TEAM? ...............................................................................................................402
CHOOSE THE DATA MANAGEMENT OPTIONS AVAILABLE IN SALESFORCE CRM...........................................................................................402
WORKFLOW & APPROVALS SETTINGS ALLOWS YOU TO DO WHICH OF THE FOLLOWING? ..........................................................................402
CHOOSE THE CORRECT STATEMENTS ABOUT ROLES AND ROLE HIERARCHY.............................................................................................403
YOU WANT TO SETUP A CASE MANAGEMENT SYSTEM SO THAT CASES WITH TIER 1 SUPPORT IN THE AMERICAS HAVE THE FOLLOWING
STATUSES NEW, WORKING, HOLD AND CLOSED WHILE THEIR APAC COUNTERPARTS HAVE NEW, IN PROCESS, VERIFICATION AND
CLOSED. WHICH OF THE FOLLOWING WILL YOU NEED TO HAVE? .................................................................................................................404
WHAT PAGE DO YOU ACCESS TO UNINSTALL AN APP? ..................................................................................................................................407
WHAT ARE THE THINGS TO CONSIDER WHEN CONFIGURING WORKFLOW RULES? .....................................................................................414
WHAT ARE GOOD PRACTICES WHEN CREATING VALIDATION RULES? ..........................................................................................................417
WHICH RELATIONSHIPS BETWEEN OBJECTS ARE POSSIBLE? .......................................................................................................................417
IN WHICH ORDER ARE RULES PROCESSED IN SALESFORCE? .......................................................................................................................422
PERMISSIONS ARE ORGANIZED BY ASSIGNED APPS, OBJECT AND TABS, APP PERMISSIONS, APPEX CLASS ACCESS, VISUALFORCE
PAGE ACCESS, SYSTEM PERMISSIONS, DESKTOP CLIENT ACCESS, LOGIN HOURS, LOGIN IP RANGES AND SERVICE PROVIDERS. WHERE
WILL YOU GO IF YOU WANT TO HIDE THE ACCOUNTS FROM A CERTAIN USER PROFILE AND THEN ENABLE CONTENT USERS ASSIGNED
TO THE SAME PROFILE TO DELIVER UPLOADED FILES AND PERSONAL CONTENT?.....................................................................................422
WHAT ARE THE CAPABILITIES AND IMPLICATIONS OF THE SALES PROCESS?..............................................................................................423
CHOOSE THE OBJECTS WHERE YOU CAN ENABLE FIELD HISTORY TRACKING.............................................................................................423
WHICH IS TRUE ABOUT FIELD DEPENDENCIES? .............................................................................................................................................425
WHAT HAPPENS WHEN YOU CONVERT A LEAD? .............................................................................................................................................426
WHERE CAN YOU LAUNCH THE NEW CUSTOM OBJECT TAB?.........................................................................................................................429
WORKFLOW RULES IN SALESFORCE CRM AUTOMATE WHICH TYPES OF ACTIONS? ....................................................................................429
WHEN DO YOU CREATE A DATA VALIDATION RULE?.......................................................................................................................................429
BOB SET UP A LIBRARY TO STORE ALL HIS TEAM FILES. HE ADDED ALL OF HIS DIRECT REPORTS AS MEMBERS OF THAT LIBRARY,
INCLUDING JOHN. HE THEN STARTED TO UPLOAD TEAM FILES. ALL THE OTHER TEAM MEMBERS EXCEPT JOHN ARE ABLE TO VIEW THE
UPLOADED FILES. WHAT COULD BE THE PROBLEM? ......................................................................................................................................430
WHAT ARE THE WAYS TO CREATE A NEW USER RECORD? ...........................................................................................................................430
CHOOSE THE CORRECT STATEMENTS ABOUT HOLIDAYS IN SALESFORCE CRM..........................................................................................430
WHO CAN CREATE A NEW CAMPAIGN IN SALESFORCE CRM?........................................................................................................................430
WHERE CAN YOU VIEW ACTIVITIES?................................................................................................................................................................431
WHICH OF THE FOLLOWING SCENARIO WILL TRIGGER CASE AUTO-RESPONSE RULES? ............................................................................431
JOE SEES THE EVENT DETAILS IN SINGLE-USER CALENDAR VIEW BUT HE ONLY SEE BLUE BARS ON MULTI-USER CALENDAR VIEW.
WHICH OF THE FOLLOWING STATEMENTS IS TRUE? ......................................................................................................................................431
HOW IS ACCESS GRANTED THROUGH THE ROLE HIERARCHY?.....................................................................................................................431
CHOOSE THE RULE THAT VALIDATES THAT THE ACCOUNT BILLING ZIP/POSTAL CODE IS IN 99999 OR 99999-9999 FORMAT IF BILLING
COUNTRY IS USA OR US...................................................................................................................................................................................432
WHAT DATA EXPORT OPTIONS ARE AVAILABLE IN SALESFORCE CRM?........................................................................................................432
PERMISSIONS ARE ORGANIZED BY ASSIGNED APPS, OBJECT AND TABS, APP PERMISSIONS, APPEX CLASS ACCESS, VISUALFORCE
PAGE ACCESS, SYSTEM PERMISSIONS, DESKTOP CLIENT ACCESS, LOGIN HOURS, LOGIN IP RANGES AND SERVICE PROVIDERS. A
USERS COMPLAINS THAT HE IS DENIED ACCESS TO HTTP://NA1.VISUAL.FORCE.COM/APEX/MYHOME. HE CLAIMS HE SHOULD HAVE
ACCESS TO IT. WHERE WILL YOU GO TO EDIT THE USER'S PROFILE AND GRANT HIM ACCESS THE ABOVE URL?.....................................433
WHICH COUNTS AGAINST FILE STORAGE IN SALESFORCE CRM?..................................................................................................................433
WHAT ARE THE DIFFERENCES BETWEEN SALES WITH ACCOUNT TEAMS? ...................................................................................................433
WHAT HAPPENS IF A MANAGED PACKAGE DOES NOT REQUIRE A LICENSE? ...............................................................................................433
YOU HAVE SUCCESSFULLY IMPLEMENTED SALESFORCE CRM IDEAS. AS MORE AND MORE PEOPLE USE THIS INITIATIVE, YOU GET MORE
AND MORE FEEDBACK ABOUT THE POPULAR IDEAS SUB-TAB NOT BEING UPDATED. WHICH OF THE FOLLOWING ACTIONS SHALL YOU
TAKE? ................................................................................................................................................................................................................434
WHICH ARE TRUE ABOUT LINKS IN THE CONSOLE TAB? ................................................................................................................................434
WHICH ELEMENTS CAN APPROVAL PROCESS HAVE?.....................................................................................................................................435
WHO CAN CREATE WORKFLOW RULES? .........................................................................................................................................................435
WHERE DO YOU SET THE VISIBILITY OF AN APP? ...........................................................................................................................................436
WHAT HAPPENS AFTER YOU ENABLE REPORT BUILDER UPGRADE? ............................................................................................................436
WHAT ARE TRUE ABOUT ADVANCED CURRENCY MANAGEMENT IN SALESFORCE CRM?.............................................................................436
WHAT IS A BASIC CONSIDERATION WHEN CHANGING THE RECORD OWNER? .............................................................................................436
A SYSTEM ADMINISTRATOR DELETED A CUSTOM FIELD IN THE ACCOUNTS OBJECT. WHICH OF THE FOLLOWING IS TRUE? ...................437
WHEN USING KNOWLEDGE, WHEN CAN ARTICLES BE CREATED? .................................................................................................................437
WHAT ARE THE CONSIDERATIONS WHEN CREATING TIME-DEPENDENT ACTIONS AND TIME TRIGGERS? ..................................................437
WHEN DO YOU USE THE IMPORT WIZARD? .....................................................................................................................................................437
THIS TOOL DISPLAYS A GRAPHICAL VERSION OF AN APPROVAL PROCESS. ................................................................................................438
WHICH OF THE FOLLOWING ARE TRUE ABOUT ADVANCED CURRENCY MANAGEMENT (ACM)?...................................................................438
WHEN ARE DATA VALIDATION RULES ENFORCED?.........................................................................................................................................438
WHAT CAN YOU DO WHEN CREATING LIST VIEWS? ........................................................................................................................................438
WHAT MAY NOT BE SPECIFIED WHEN CREATING A WEB TAB?.......................................................................................................................439
HOW DOES FOLDER ACCESS DIFFER FROM RECORD ACCESS?....................................................................................................................439
CAMPAIGNS AND CONTACTS OBJECTS ARE HIDDEN FROM PROFILE_A, WHICH HAS THE 'CUSTOMIZE APPLICATION' PERMISSION. IF MR.
YOUNG IS A USER WITH PROFILE_A, WHICH OF THE FOLLOWING IS TRUE? .................................................................................................439

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WHAT HAPPENS IF YOU MASS-TRANSFER RECORDS FROM ONE USER TO ANOTHER? ...............................................................................439
WHAT WILL HAPPEN TO THE RECORDS OF A PACKAGE AFTER UNINSTALLING THE LATTER?.....................................................................440
WHAT ARE THE CAPABILITIES OF WEB-TO-LEAD AUTO-RESPONSE RULES?.................................................................................................440
WHAT IS TRUE IF A RECORD IS "LOCKED"? .....................................................................................................................................................440
IN WHICH GROUP OF OBJECTS DO YOU SEE THE NEW MEETING REQUEST BUTTON IN THE OPEN ACTIVITIES RELATED LIST? ...............440
WHICH ARE TRUE ABOUT STORAGE ALLOCATION IN SALESFORCE CRM? ....................................................................................................441
WHICH OBJECTS USE FOLDERS?.....................................................................................................................................................................441
WHICH OF THE FOLLOWING CONDITIONS WILL NOT TRIGGER A VALIDATION RULE? ...................................................................................441
WHICH OF THE FOLLOWING ACTIONS DO NOT TRIGGER WORKFLOW RULES?.............................................................................................442
A NEWLY HIRED SALESFORCE SYSTEM ADMINISTRATOR INADVERTENTLY DELETED A CUSTOM OBJECT. AFTER RESTORATION OF THE
OBJECT, WHAT ELSE NEEDS TO BE DONE?.....................................................................................................................................................442
WHICH STATEMENTS ARE TRUE ABOUT FISCAL YEAR SETTINGS IN SALESFORCE? ....................................................................................442
WHAT ARE THE CONSIDERATIONS WHEN ASSIGNING USERS TO ROLES? ....................................................................................................442
YOU ARE IMPLEMENTING ANSWERS IN YOUR ORGANIZATION. DURING TEST DEPLOYMENT, YOU REALIZED THAT USERS TEND TO
EITHER DISREGARD IMPORTANT FIELD OR PLACE UNEXPECTED VALUES TO CERTAIN FIELDS.WHAT WILL YOU DO TO CORRECT THIS?
...........................................................................................................................................................................................................................443
VIEW SETUP AND CONFIGURATION PERMISSION IS AUTOMATICALLY CHECKED WHEN YOU CHECK WHICH OF THE FOLLOWING
PERMISSIONS?..................................................................................................................................................................................................443
WHICH APPROVAL PROCESS WIZARD IS CONSISTS OF A SETUP WIZARD THAT ALLOWS YOU TO DEFINE YOUR PROCESS AND ANOTHER
SETUP WIZARD THAT ALLOWS YOU TO DEFINE EACH STEP IN THE PROCESS? ...........................................................................................443
A TELECOM COMPANY IS IMPLEMENTING SALESFORCE IN ITS SERVICE AND SUPPORT DEPARTMENT. THEY WANT TO RECEIVE EMAILS
IN SALESFORCE SO THAT A CASE WILL BE CREATED FOR NEW INCOMING EMAILS. THEY ALSO WANT TO SET IT SO THAT IF AN EMAIL
CONTAINS WORDS SUCH AS "FRUSTRATED", "AGGRAVATED" AND THE LIKES WILL AUTOMATICALLY BE ROUTED TO THE TIER 2
SUPPORT.WHAT CASE MANAGEMENT FEATURES WILL HAVE TO BE USED IN ORDER TO SATISFY THE ABOVE REQUIREMENTS? ...........444
WHICH IS NOT CORRECT ABOUT VALIDATION RULES? ...................................................................................................................................444
WHICH IS TRUE ABOUT ALL DAY AND MULTI-DAY EVENTS? ...........................................................................................................................444
WHICH ARE NOT LIMITATIONS TO TIME TRIGGERS IN WORKFLOW RULES? ..................................................................................................444
WHAT INFORMATION IS ALWAYS INCLUDED IN THE COMPANY PROFILE? .....................................................................................................445
WHICH EXTRA STEP HAS TO BE DONE WHEN YOU INVITE A USER TO AN EVENT IN SALESFORCE CRM IF THAT USER HAS A DIFFERENT
TIME ZONE?.......................................................................................................................................................................................................445
WHICH STATEMENTS ABOUT WORKFLOW APPROVAL PROCESS IN SALESFORCE ARE CORRECT? ............................................................445
ALBERT KEEPS DISAPPEARING FROM HIS MANAGER'S REPORTS AND LIST VIEWS BECAUSE HE KEEPS CHANGING HIS NAME, ALIAS,
USERNAME, E-MAIL. WHAT WILL YOU DO TO PREVENT HIM AND OTHER USERS FROM CHANGING THESE FIELDS IN THEIR PERSONAL
INFORMATION PAGE? .......................................................................................................................................................................................446
WHAT ARE THE KEY BENEFITS OF TERRITORY MANAGEMENT (TM)? ............................................................................................................446
WHICH LIST VIEWS CAN BE AVAILABLE IN THE CONSOLE TAB? .....................................................................................................................446
WHICH IS A USAGE EXAMPLE OF WEB-TO-LEAD? ...........................................................................................................................................446
WHICH ARE CONSIDERATIONS WHEN CREATING DATA VALIDATION RULES? ...............................................................................................447

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Certified Administrator Practice Questions and Answers

WHICH OF THE FOLLOWING IS A N EXA MPLE OF ONE- TO- MANY RELATIONSHIPS BETWEEN STA NDA RD OBJECTS?

A. OPPORTUNITIES TO OPPORTUNITY PRODUCTS

B. ACCOUNTS TO CONTACTS
C. CONTA CTS TO TICKETS
D. CONTA CTS TO A CCOUNTS
…
…
B. ACCOUNTS TO CONTACTS

Note that Opportunities to Opportunity Products is many-to-many, as an Opportunity Product could be associated with more
than one Opportunity (through a Junction object).

WHEN A USER CHOOSES TO CONV ERT A LEA D, WHAT CA N THEY OPTIONALLY CHOOSE TO UPDA TE? Choose 2 answers.

A. AN EXISTING OPPORTUNITY RECORD

B. AN EXISTING A CCOUNT RECORD
C. A N EXISTING CONTACT RECORD
D. A N EXISTING LEA D RECORD
…
…
B. AN EXISTING A CCOUNT RECORD
C. A N EXISTING CONTACT RECORD

Converting Leads

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To convert leads: “Create” and “ Edit” on leads, accounts, contacts, and

opportunities
AND
“Convert Leads”
AND
“Read” on any related campaigns

When you convert a lead, Salesforce creates a new account, contact, and, optionally, an opportunity using the infor mation f rom the
lead. Any campaign members are moved to the new contact and the lead becomes read only. If an existing account and contact have
the same names as those specified on the lead, you can choose to update the ex isting account and contact. Information from the
lead is inserted only into blank fields; Salesforce does not overwrite exi sting account and contact data.

WHICH IS A CA PABILITY OF THE NEW SERV ICE CLOUD CONSOLE?

Choose 4 answ ers.

A. IT PROV IDES DA TA VISIBILITY BY COMBINING A LIST VIEW AND RELA TED RECORDS ON ONE SCREEN.
B. IT ALLOWS AGENTS TO V IEW KEY RECORD INFORMA TION IN THE HIGHLIGHTS PA NEL.
C. IT PRESERV ES THE CONTEXT OF CALLS USING PRIMA RY TABS A ND SUBTABS.
D. IT ALLOWS ACCESS TO DATA BY OPENING EA CH RECORD IN A NEW WINDOW.
E. IT ALLOWS AGENTS TO TAKE NOTES IN AN INTERA CTION LOG WHILE ON A CALL.
…
…
A. IT PROV IDES DA TA VISIBILITY BY COMBINING A LIST VIEW AND RELA TED RECORDS ON ONE SCREEN.
B. IT ALLOWS AGENTS TO V IEW KEY RECORD INFORMA TION IN THE HIGHLIGHTS PA NEL.
C. IT PRESERV ES THE CONTEXT OF CALLS USING PRIMA RY TABS A ND SUBTABS.
E. IT ALLOWS AGENTS TO TAKE NOTES IN AN INTERA CTION LOG WHILE ON A CALL.

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Note on 20130422: This question used to ask for 3 answers, w here answer “A” w as excluded, but Vinayak Goel noticed that
answer “A” w as specifically called out in a tutorial, so I updated the question to stipulate 4 answers. As we discussed this
change, w e were relative sure that answer “C” w as still correct, but were not 100% sure that ‘preserving the context of calls’
w as 100% accurate. If you find definitive proof that any of the above answers is incorrect, please let me know !

WHAT CA N A N A DMINISTRATOR CUSTOMIZ E FOR THE SERV ICE CLOUD

Choose 3 answ ers.

A. WHETHER THE RECORD OPENS AS A PRIMA RY TAB OR SUBTAB.
B. THE FIELDS DISPLAY ED IN THE HIGHLIGHTS PA NEL.
C. THE INTERA CTION LOG FIELDS DISPLAY ED FOR OBJECTS WITHOUT AN A CTIV ITY HISTORY RELATED LIST.
D. WHETHER THE SOFTPHONE DISPLAYS IN THE FOOTER OR SIDEBA R.
E. THE OBJECTS DISPLAYED IN THE NAVIGATION TAB.
…
…
A. WHETHER THE RECORD OPENS AS A PRIMA RY TAB OR SUBTAB.
B. THE FIELDS DISPLAY ED IN THE HIGHLIGHTS PA NEL.
E. THE OBJECTS DISPLAYED IN THE NAVIGATION TAB.

Service Cloud Console Overview

Available in: Enterprise, Unlim ited, and Developer Editions w ith the Service Cloud

See Video: http://www.youtube.com/w atch?v=yRnbgBAzV9g

See Video: https://na12.salesforce.com/consoleDemo/tutorial/ConsoleVideoDemo2.htm

The Service Cloud console is designed for users in fast-paced environments w ho need to find, update, and create records quickly. It
improves on the Console tab by letting you:
● Work w ith few er clicks and less scrolling
● Limit sw itching betw een pages
● Easily spot important fields on records
● See records and their related items as tabs on one screen so that you never lose context or navigate too far from a record
● Jot notes on each record in an interaction log
● Solve cases by quickly scanning Salesforce Know ledge articles
● Access a SoftPhone for Salesforce CRM Call Center in a footer instead of a sidebar

Lim itations
● The Service Cloud console is only available in Internet Ex plorer 7, 8, or 9 and Firefox 3.5 and above.
● Visualforce pages might not display correctly in the Service Cloud console unless they're updated to show in it.
● Google AdWords might not display correctly in the Service Cloud console.
● All Salesforce CRM Content items display as primary tabs in the Service Cloud console.
● Call center users can only use a SoftPhone in the Service Cloud console if they're using a CTI adapter built w ith version 3.0 or
4.0 of the CTI Toolkit.
● URLs to Service Cloud console pages may not w ork w hen pasted into brow sers or selected from bookmar ks.
● The Service Cloud console doesn't meet accessibility requirements.
● The Service Cloud console isn't available for AppExchange.
● If you refresh the Change Case Status page in the Service Cloud console, an “ Unable to Access Page” error displays.
● If you leave the Service Cloud console and return to it, any subtabs that w ere displayed may not automatically reload. Also, if
you leave the Service Cloud console by selecting an app from the Force.com app menu, your brow ser's Back and Forw ard
buttons may not w ork as expected.

Im plem entation Tips

● Only users assigned to the Service Cloud User feature license can use the Service Cloud console. See View ing Feature
Licenses.
● The Service Cloud console respects all of the security and sharing settings in your Salesforce organization.
● You can review an out-of-the box Service Cloud console by selecting Sample Console from the Force.com app menu.
Administrators can customize the Sample Console and give users access to it at Your Nam e | Setup | Create | Apps.

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● Users see the new user interface theme on all pages in the Service Cloud console even if the theme isn't enabled for your
organization (the new user interface isn't applied to any pages outside of the Service Cloud console unless it's enabled)
● The number of Service Cloud console apps you can create is based on your custom app limits. See Salesforce Editions and
Limits.
● You can't add a custom logo to Service Cloud console apps.
● The interaction log only displays on items that have an Activity History related list, such as accounts and contacts
(but not solutions). The interaction log isn't available for items like reports, dashboards, Salesforce CRM Content, the
Article Management tab, or Visualforce pages that display as primary tabs.
● You must refresh your brow ser to see any setup changes to the Service Cloud console.
● You can't add the Service Cloud console to partner portals or customer portals.
● An isdtp parameter is added to URLs in the Service Cloud console so that pages render w ithin it correctly. For example,
https://www.salesforce.com/003/o?isdtp=v4. Salesforce recommends that you add the isdtp parameter to any custom links
users might click in the console.
● Advanced administrators and developers can use the Service Cloud Console Integration Toolkit, or custom console
components, to implement custom functionality for the console. See Custom Console Components Overview .

Best Practices
● So that users can easily recognize the correct console, w e recommend naming Service Cloud console apps after their
function. For example, Customer Service Des k.
● When setting up the Service Cloud console, pick the center of your business process as a primary tab and related items as
subtabs. For example, you can set account as a pr imary tabs and cases and contacts as subtabs.
● Call Center users can use the interaction log to w rite notes in call logs w hile using the Service Cloud console. A call log is an
activity record that automatically generates w hen you use the SoftPhone; it trac ks the phone number, caller, date, time, and
duration of the call. You can view call logs in the Activity History related list of any record associated w ith the call.
● If Salesforce Know ledge is set up, turn on the Know ledge sidebar so that console users can automatically see the titles of
articles that may solve the cases they're w orking on.

Using the Service Cloud Console

Available in: Enterprise, Unlim ited, and Developer Editions w ith the Service Cloud

Unlike standard Salesforce pages, all items you click in the Service Cloud console display as tabs. Tabs let you quickly:
● Find, update, and create records
● Rev iew and update records from lists
● Display all the information you need on one screen w ithout losing context

When you select a Service Cloud console from the Force.com app menu, the navigation tab appears. Use the navigation tab to s elect
an object and view its home page. Clic k any record in the home page to open the r ecord as a primary tab. Primary tabs display the
main w ork item, such as an account. Related items on a pr imary tab are subtabs. In the example below , the Acme account is the
primary tab and the Carole White contact is its subtab.

Service Cloud Console Tabs

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1. Nav igation tab

2. Pr imary tab
3. Subtab

With the Service Cloud console, you can:

● Work w ith tabs
● Search for records
● Res ize pinned lists
● View and edit record details
● Jot notes on records using the interaction log
● Find Salesforce Know ledge articles to solve cases
● Follow records using Chatter
● Use a Salesforce CRM Call Center SoftPhone

Note: If your administrator adds custom console components, additional functionality may be available for you to w ork w ith in the
sidebars of the Service Cloud console.

WHAT IS THE MAXIMUM NUMBER OF RECORDS TO BE PRINTED IN THE PRINTABLE V IEW OF A LIST V IEW?

A. 2000
B. 100
C. 1000
D. 200
…
…
C. 1000

Printing List Views

Available in: All Editions except Database.com

User Perm issions Needed

To print list views: “Read” on the records included in the list

Note: Your administrator can enable and disable printable list view s.

You can print list views for the follow ing kinds of records:
● Accounts
● Activities
● Campaigns
● Cases
● Contacts
● Contracts
● Custom objects
● Documents
● Leads
● Opportunities
● Per mission sets
● Pr ice books
● Pr ofiles
● Pr oducts
● Reports
● Solutions
To print a list view :

1. Nav igate to a list view , for example, All Accounts on the Accounts tab.

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2. Sort the contents of the list view as you w ant them printed.
3. Click the printer icon. Note: To change the sorting, close the printable view w indow , select the appropriate column header on
the list view , and then click the pr inter icon again.
4. To select how many records display, choose a value from the Number of Records drop-dow n 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
Pr intable View button on the report.
5. In the upper right corner of the printable view w indow , click Print this Page.

WHICH STEP IS REQUIRED WHEN CONFIGURING THE NEW SALESFORCE FOR OUTLOOK?

Choose 2 answ ers.

A. ENABLE THE CHA TTER FEED SYNC WITH OUTLOOK.
B. SELECT SY NC DIRECTION A ND CONFLICT BEHAV IOR.
C. ASSIGN USERS A ND PROFILES TO A CONFIGURATION.
D. SELECT THE A PPROPRIATE CONFIGURATION TEMPLATE.
…
…
B. SELECT SY NC DIRECTION A ND CONFLICT BEHAV IOR.
C. ASSIGN USERS A ND PROFILES TO A CONFIGURATION.

Syncing Contacts w ith Salesforce for Outlook

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

User Perm issions Needed

To sync contacts from Salesforce to Outlook: “Read” on contacts

AND
Contact sync direction set to Salesforce.com
to Outlook
To sync contacts both w ays: “Read” and “ Edit” on contacts, and “ Read” on
accounts
AND
Contact sync direction set to Sync both w ays

You can easily keep your important Outlook and Salesforce contacts in sync using Salesforce for Outlook. When contacts initially sync,
Salesforce for Outlook checks to see w hether a contact w ith the same email address exists in both Outlook and Salesforce. If a
matching email address exists, the tw o contacts are synced. If it doesn't exist, Salesforce for Outlook checks to see w hether a contact
w ith the same first name, last name, and company name ex ists. If it doesn't exist, a new contact is created and the tw o are synced.

Your Outlook configuration defines w hich items are set to sync, w hich direction the data flow s betw een Outlook and Salesforce, and
what happens w hen data conflicts. The supported sync directions are Salesforce.com to Outlook and Sync both w ays. You can't
currently sync contacts from Outlook to Salesforce. Salesforce for Outlookisn't case-sensitive w hen matching contacts.
This diagram show s how contacts sync.

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How contacts sync when the sync direction is Salesforce.com to Outlook:

If Then

A contact already exists in The Salesforce contact replaces the Outlook contact and the tw o are synced.
Outlook

A contact doesn't exist or has The contact is automatically created in Outlook and the tw o are synced.
been deleted in Outlook

Multiple matching contacts We select one of them.

exist in Outlook

A contact is updated The Salesforce contact alw ays overwrites the Outlook contact, regardless of
which one w as updated.

A Salesforce contact is The Outlook counterpart is also deleted. If the Outlook contact is deleted and the
deleted Salesforce contact is updated, the contact is recreated in Outlook.

How contacts sync when the sync direction is Sync both w ays:

If Then

A contact exists on one s ide The contact is automatically created on the other side and the tw o are synced.
only

A matching contact exists One contact record replaces the other one, and the records are synced. If your
Outlook configuration specifies that Outlook contacts w in, the Outlook version
replaces the Salesforce version, and vice-versa if Salesforce is set to w in. Any
change to either record is automatically reflected in the other. If records conflict,
the conflict behavior setting deter mines w hich record w ins.

Multiple matching Salesforce As long as there's only one version of the Outlook contact and that contact has

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contacts exist an email address, w e sync the Outlook contact w ith a Salesforce contact based
on your matching preference, such as the contact that w as most recently
updated.

A contact is updated Both contacts are updated w ith the latest changes. If records conflict, the conflict
behavior setting deter mines w hich record w ins.

A Salesforce contact is The Outlook counterpart is deleted if Salesforce is set to w in, and the contact is
deleted and the Outlook recreated in Salesforce if Outlook is set to w in.
contact is updated

An Outlook contact is deleted The Salesforce counterpart is deleted if Outlook is set to w in, and the contact is
and the Salesforce contact is recreated in Outlook if Salesforce is set to w in.
updated

Note: If person accounts have been implemented in your organization, Salesforce for Outlook can sync person accounts betw een your
Accounts tab in Salesforce and your contacts folder in Outlook. You can create new person accounts in Salesforce and view , edit, and
delete synced person accounts in Outlook or Salesforce. Contacts synced from Outlook to Salesforce may be matched to person
accounts.

A deleted person account w ill be recreated as a contact in Salesforce if:

● You update the related Outlook contact before the next sync, and
● Your configuration is set to sync both w ays w ith Outlook w inning.

Managing Your Salesforce for Outlook Configuration

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

User Perm issions Needed

To access your configuration Assigned to an active configuration

Your version of Salesforce for Outlook has been configured w ith certain functions, like syncing contacts, events, and tasks, or adding
emails to Salesforce. These settings are saved in a Salesforce for Outlook configuration in Salesforce.

1. Access your configuration in any of these w ays.

○ Click Your Nam e | Setup | Desktop Integration | Salesforce for Outlook in Salesforce. Then click View My
Configuration.
○ Right-click the system tray icon ( ) on your desktop, and select Salesforce | Outlook Configuration.
2. Depending on your per missions, you may be able to:
○ Edit your email settings
○ Edit your sync settings
○ Edit your sync direction
○ Edit your conflict settings
○ View your matching criteria
○ Edit your field mappings
3. Click Save. All changes take effect the next time your data syncs. Return to your original settings any time by clicking Revert
to default at the top of your modified configuration. Your administrator may change your settings as needed.

WHICH TY PE OF FILE IS A CCESSIBLE THROUGH CONTENT?

Choose 2 answ ers.

A. FILES UPLOADED TO THE DOCUMENTS TAB
B. FILES UPLOADED TO KNOWLEDGE
C. FILES ATTA CHED TO A CHA TTER PROFILE POST
D. FILES ATTA CHED TO A CHA TTER GROUP POST
…
…

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C. FILES ATTA CHED TO A CHA TTER PROFILE POST

D. FILES ATTA CHED TO A CHA TTER GROUP POST

The help-text for the Documents Tab clearly states that it is NOT part of Salesforce CRM Content. The help-text below confirms that
files uploaded via Chatter posts are available through Content, w ith the requisite settings.

Searching for Content

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

User Perm issions Needed

To search Salesforce CRM Content: Salesforce CRM Content User checked in your
personal infor mation
AND
Member of the library

Note: The name “w orkspace” has changed. The new name is “library” unless your administrator has changed the name. We haven't
changed how it w orks—just made the name easier to understand.

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 pr ivate or pr ivately shared, are also displayed on the Content tab. The top tw enty 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-dow n 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 w here the
content appears, click Display Options and select Display Locations. The locations are listed under each title.
2. Enter your search ter m(s) and click Go !. Salesforce CRM Content performs a full-text search of the follow ing 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 Pow erPoint 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 w ere published in languages other than your default user
language.
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 show s 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 sortable columns for various content criteria (such as Size and
Publication Date), or choos ing to display descriptions, tags and locations. Display Locations shows the libraries and Chatter
groups w here the content appears. My Libraries: none or My Chatter Groups: none means that the file is a Chatter file and
is not part of any libraries or Chatter groups. The “s mart bar” graphic for dow nloads, comments, ratings, and subscribers
allows you to compare files, content packs, Google docs, and links w ithin a search result set. Note: Chatter groups are only
included in Display Locations if Chatter is enabled, and your administrator has enabled the setting to show Chatter files in
Salesforce CRM Content.
● Select one or more files and click Dow nload to create a zip file w ith your selected content. Web links and Google docs cannot
be inc luded in zip files.
● Hover over a file icon to see a snapshot of infor mation about the specific file, content pack, Google doc, or Web link and
options such as subscribing, voting, and dow nloading.
● Click the subscription icon next to the file name to toggle a subscription on or off. For more infor mation, see View ing and
Editing Content Subscriptions.
● Click the file name to view the content details page. The content details page prov ides all the available infor mation about a file,
content pack, Google doc, or link. For more information, see View ing and Editing Content Details.

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This table show s the types of files supported for search and the maximum size a file can be to have the text w ithin the file included in a
search. If a file exceeds the maximum size, the text w ithin the file isn't searched, but the file's author name, tags, file extens ion, and
custom fields are.

File Type File Extensions Maxim um File Size for Text Within
the File to be Searchable

HTML .htm, .html, .xhtml 5 MB

PDF .pdf 25 MB

PPT .ppt, .pptx, .pptm 25 MB

RTF .rtf 5 MB

Text .c, .cpp, .css, .csv, .ini,.java, .log, 5 MB

.sql, .txt

Word .doc, .docx, .doc m 25 MB

XML .xml 5 MB

XLS .xls, .xlsx, .xlsm 5 MB

What is Salesforce Know ledge?

Available in: Enterprise, Unlim ited, and Developer Editions

Salesforce Know ledge is a know ledge base w here users can easily create and manage content, know n as articles, and quic kly find and
view the articles they need. After you set up Salesforce Know ledge in your organization, users can w rite, edit, publish, and archive
articles using the Articles Management tab or find and v iew published articles using the Articles tab. Customers and partners can
access articles if Salesforce Know ledge is enabled in theCustomer Portal or partner portal. You can also create a public know ledge
base so w ebsite visitors can view articles.

To learn the different w ays files are used in Salesforce, see Differences betw een Files, Salesforce CRM Content, Salesforce
Know ledge, Documents, and Attachments (Note on 20130422: Thanks to Sandeep Nehra for providing and update URL)

Salesforce Know ledge provides the follow ing features and tas ks to help you efficiently manage your know ledge base and its users:

Using Article Types

Article types are custom containers for your articles. Every article belongs to a type that deter mines its content and structure.
Administrators define artic le types by creating custom fields to capture article data, grouping or reorganizing the fields as needed on
the layout, and choosing an article-type template. The artic le-type template deter mines how the layout appears to view ers of the
published article, and administrators can choose unique templates for different audiences and article types. Salesforce provides tw o
standard article-type templates, Tab and Table of Contents, and you can use Visualforce to create custom templates.

Categorizing Articles
Data categories classify articles in Salesforce Know ledge. This classification helps users find articles and allow s administrators to
control article visibility. After data categories have been set up, article managers can assign the r elevant categor ies to draft artic les.
When end users are searching for published articles in any channel—the internal app, Customer Portal, partner portal, or public
know ledge base—they can use the categories to help locate infor mation. If your organization uses a role hierarchy, access to data
categories is deter mined by the user's role.

Managing Articles
On the Article Management tab, article managers can create new articles as w ell as find and manage existing articles in any phase
of the know ledge life cycle:
1. Create and save a new article.
2. Reassign the artic le to an editor, translator, review er, or any other collaborator as needed. That person can reassign the
article as many times as necessary until the content is ready for publication. If an approval process is set up for the article
type, you or the person you reassign to submits the article for approval. The article is routed to the appropr iate approver or
set of approvers, w ho either approve or reject it.

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3. Publish the completed draft to one or more channels, depending on the audiences you've configured: the Articles tab in your
Salesforce organization, a customer portal, a partner portal, or a public know ledge base. You can schedule the article to be
published on a future date.
4. Update the article as needed. When modifying a published article, you can either remove it from publication so that the
original is no longer visible to users, or leave the original published and w ork on a copy until you're ready to replace the
original w ith your update.
5. Archive the article w hen it is obsolete to remove it from publication. As w ith publishing an article, you can archive immediately
or on a future date.
6. Delete the article as needed, or turn it into a draft and begin a new publishing cycle.

Creating Articles
Authors create articles by selecting an article type, w riting content, assigning categories, and choosing one or more channels.
Depending on the article type, several fields may be available for different types of data.

Supporting Multiple Languages

With multiple languages for Salesforce Know ledge you can low er support costs by translating articles into the languages your
audience prefers. After an administrator selects your language settings, tw o translation methods are available: translating articles in-
house using the editing tool in the know ledge base, or sending articles to a localization vendor. Different languages can use different
methods. For example, you may w ant to export articles to a vendor for French translations, but assign articles to a Salesforce
Know ledge user for Spanish translations.

Using Articles to Solve Cases

Salesforce Know ledge and cases combine to provide a pow erful customer support tool. To search the know ledge base directly from
a case and attach related articles to the case for convenient reference, add the Articles related list to case page layouts. When
closing a case, support agents can easily create a new article to capture important information and help solve future cases more
quickly.

Searching for Articles

Finding articles in Salesforce Know ledge is quick and easy. Enter a search ter m on the Articles tab to initiate a full-text search of the
know ledge base and narrow your search by selecting spec ific article types and categories. You can filter search results by category
and sort the list view according to several criteria such as highest-rated or most-view ed. On the Article Management tab you can
search for a specific article w ithin the chosen list view . The Article Search component allow s you to search for articles from the Home
tab.

Rating Articles
Internal app, Customer Portal, and partner portal users can rate articles on a scale of 1 to 5 stars and view the average rating for an
article. Average ratings are not static. Every 15 days, if an artic le has not received a new vote, its average moves up or dow n
according to a half-life calculation. This change ensures that over time, older or outdated artic les don't maintain artificially high or low
ratings compared to new er, more frequently used articles. Articles w ithout recent votes trend tow ards an average rating of 3 stars.
The Articles tab also allows users to compare the ratings for different articles and sort the list view according to highest or low est
rated artic les.

Differences betw een Files, Salesforce CRM Content, Salesforce Know ledge, Documents, and Attachments

Purpose Files Tab: Content: Know ledge: Docum ents: Attachments:

Upload, store, Publish and share Create and Store Web resources, such Attach files to
find, follow , official corporate manage content, as, logos, DOT files, and records from the
share, and files w ith know n as articles, other Visualforce materials Attachments
collaborate on cow orkers and in a know ledge in folders w ithout attaching related list on
Salesforce files deliver them to base. Internal them to records. selected detail
in the cloud. customers. users and pages.
customers (on
your Customer
Portal, partner
portal, Service
Cloud Portal, or
Force.com Sites)
can quic kly find
and view articles
they need.

Comm on Files Tab: Content: Know ledge: Docum ents: Attachments:

Uses Upload a file in Create, clone, or Write, edit, Add a custom logo to Add a file to a

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Chatter and modify a sales publish, and meeting requests by specific record,
store it there presentation and archive articles uploading your logo to the like an event,
privately until save it so only you using the Articles Documents tab. marketing
you're ready to can see it and Management tab campaign,
share it. Share work on it. When or find and view contact, or case
the file w ith you're ready, published articles by attaching it on
cow orkers and publish it so other using the Articles the Attachments
groups to users in your tab. Customers related list.
collaborate and company have and partners can
get feedback. access to it. access articles if
Attach files to Create a content Salesforce
posts in a pack and send it Know ledge is
Chatter feed on to customers. enabled in your
the Home tab, Customer Portal,
Chatter tab, a partner portal,
profile, a record, Service Cloud
or a group. Portal, or
Force.com Sites.
Create a public
know ledge base
so w ebsite visitors
can view articles.

Supported Files Tab: Content: Know ledge: Docum ents: Attachments:

File Types All All All All All

Maxim um Files Tab: Content: Know ledge: Docum ents: Attachments:

File Sizes 100 MB 2 GB 10 KB for articles 5 MB 5 MB for file
attachments
10 MB for Google 5 MB for 20 KB for a custom-app
Docs attachments logo
100 MB for feed
10 MB for email
attachments attachments

38 MB w hen 10 MB for files

uploaded v ia the attached to email
API

10 MB w hen
uploaded v ia
Visualforce

WHAT A RE FEA TURES OF MOBILE LITE?

Choose 3 answ ers.

A. IT IS A FREE V ERSION THA T DOES NOT REQUIRE A LICENSE
B. MOBILE LITE IS SUPPORTED FOR PA RTNER PORTAL USERS.
C. A SYSTEM A DMINISTRA TOR MUST ENABLE MOBILE LITE IN ORDER FOR USERS TO BE ABLE TO USE IT.
D. MOBILE LITE USERS CA N VIEW, CREA TE, EDIT, A ND DELETE A CCOUNTS, ASSETS, CONTA CTS, LEA DS, OPPORTUNITIES,
EV ENTS, TASKS, CA SES, AND SOLUTIONS.
E. ADMINISTRA TORS MUST ASSIGN USERS TO A MOBILE CONFIGURATION BEFORE IT CA N BE USED BY A USER.
…
…
A. IT IS A FREE V ERSION THA T DOES NOT REQUIRE A LICENSE
C. A SYSTEM A DMINISTRA TOR MUST ENABLE MOBILE LITE IN ORDER FOR USERS TO BE ABLE TO USE IT.
D. MOBILE LITE USERS CA N VIEW, CREA TE, EDIT, A ND DELETE A CCOUNTS, ASSETS, CONTA CTS, LEA DS, OPPORTUNITIES,
EV ENTS, TASKS, CA SES, AND SOLUTIONS.

Mobile Lite Overview

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Available in: All Editions except Database.com

Mobile Lite is a free, restricted version of Salesforce Mobile that is available to any Salesforce user w ho doesn't have a mobile lic ense.

Mobile Lite users can view , create, edit, and delete accounts, assets, contacts, leads, opportunities, events, tasks, cases, and solutions.
They also have access to their dashboards.

You can enable Mobile Lite for your organization by editing your mobile settings. The mobile settings also let you control w hether
Mobile Lite users have access to all available CRM tabs, or just to dashboards.

Starting w ith Spring '09, Mobile Lite is enabled by default in all new organizations. You can disable Mobile Lite to prevent users from
accessing Salesforce from a mobile device.

Mobile Lite doesn't include all of the functionality offered in Salesforce Mobile. Mobile Lite:
● Supports few er standard objects
● Doesn't provide support for custom objects
● Doesn't allow administrators to customize or create mobile configurations

Mobile Lite users are automatically assigned to the default mobile configuration w hen they activate their Salesforceaccount f rom a
supported mobile device. Mobile configurations deter mine the data sent to each mobile user. Administrators can't view or edit the
default mobile configuration.

Note: Mobile Lite is not supported for partner portal users.

Mobile Lite
● Mobile Lite is a free feature-restricted version of Mobile that is available in all Salesforce editions.
● Users can edit
○ Dashboards
○ Leads
○ Accounts
○ Opportunities
○ Contacts
○ Cases
○ Solutions
○ Assets
○ Activities
■ Tasks
■ Events
○ Log Call
○ Log Email
● Users can view recently visited records on the Web initially and all the others by searching
● Mobile Lite w orks on all the supported platfor ms
○ Blac kBerry
○ iPhone/iPod Touch
○ Window s Mobile

SALES MA NA GEMENT WANTS TO STAY INFORMED WHEN BIG OPPORTUNITIES A RE BEING CLOSED. THEY HAV E
REQUESTED THA T THEY RECEIV E NOTIFICA TION WHEN OPPORTUNITIES WITH LA RGE A MOUNTS ARE CLOSED. HOW CAN
A SYSTEM A DMINISTRATOR A CCOMPLISH THIS?

Choose 2 answ ers.

A. OPPORTUNITY UPDA TE REMINDERS
B. VALIDA TION RULE
C. BIG DEAL ALERTS
D. WORKFLOW RULE
…
…
C. BIG DEAL ALERTS

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D. WORKFLOW RULE

Answer A (Opportunity Update Reminders) appears to be a viable option, but there are some keywords in the question that – I
think – preclude it. The question states that sales management wants to ‘receive notifications wh en opportunities with large
amounts are closed’, which – to me – indicates a desire to be notified when qualifying opportunities are closed. The
Opportunity Update Reminder email is a scheduled event with a defined frequency (e.g. Every M onday), and provides
aggregate data per user (e.g. User, Last Login Date, # Open Opportunities, Open Opportunity Amount, # Not Updated in Last
30 Days, Total Closed Amount), not specific opportunity data.

Answer B (Validation Rules): Validation rules do not initiate alerts. They are evaluated as either true or false, and prevent a
record from being saved when evaluated to true.

Answer C (Big Deal Alerts): See the help text below for confirmation.

Answer D (Workflow Rule): This would be the manual way of mimicking the “big deal alert”. One would create a workflow rule
with criteria based on the Opportunity Amount and the Opportunity Stage (i.e. when changed to closed) and then have an
Email Alert as an action (more than likely to a Role or a Public Group with the right ‘sales management’ folks).

Note on 20130217: I changed An swer D from “Workflow Field Update” to “Workflow Rule” and then updated the rational so
that it makes sen se. Thanks for Stephan Stanley for pointing out the disconnect.

Activating Big Deal Alerts

You can activate one opportunity alert for your organization. The alert message resembles the opportunity detail page including the
page layout and language from a selected user. Before you begin, you may w ant to decide w hich user has the page layout and
language settings that you w ould like included in all alerts. This user must also have the “View All Data” per mission.
1. Click Your Nam e | Setup | Custom ize | Opportunities | Big Deal Alert.
2. Enter a name for the alert.
3. Enter a Tr igger Pr obability and Trigger Amount in the corporate currency. An opportunity alert is triggered for opportunities
w ith this probability and amount or greater. The alert tr iggers only for those opportunities that meet both the trigger probability
and trigger amount threshold settings. Note: An opportunity can trigger a big deal alert even if it is in a currency that is
different from the corporate currency. The A mount on an opportunity is converted to corporate currency and compared to the
Trigger A mount. If you are using advanced currency management, dated exchange rates w ill be used.
4. Check the Active box if you w ould like to activate the new alert immediately after you save.
5. Enter the From Email Name.
6. Enter the From Email Address.
7. Select a user that provides the appropriate opportunity page layout, language, and currency settings for the content of the
emails. This user must have the “View All Data” per mission.
8. For organizations that use multiple currencies, all alerts include the amount in the currency of the opportunity. If the
opportunity currency is different than the currency of the user selected in this step, both currencies are included in the email.
9. Enter a list of email recipients separated by commas. You can also include CC: and BCC: recipients but all must be valid
email addresses.
10. The BCC: field is not available if your organization has enabled compliance BCC emails.
11. Check the Notify Opportunity Ow ner box if you w ould like to include the ow ner of the opportunity in the alert emails.
12. Click Save.
Note: An opportunity alert sends a notification the first time an opportunity reaches the threshold. So, an opportunity that reaches the
threshold w ith 90% probability w ill not trigger additional alerts if the probability subsequently goes higher. How ever, an opportunity that
already triggered an alert and then fell below the threshold can trigger a second alert if it crosses that threshold again.

When w orking remotely in Connect Offline, you can make changes to opportunities that trigger alerts. These alert messages w ill be
sent w hen you update your data. For instructions on updating your data from Connect Offline, see Logging in to Connect Offline.

WHEN Y OU TRA NSFER OWNERSHIP OF A N ACCOUNT, THE NEW OWNER WILL ALSO GA IN OWNERSHIP OF THE
FOLLOWING RECORDS RELATED TO THE TRA NSFERRED A CCOUNT AUTOMA TICALLY:

Choose 3 answ ers.

A. ANY NOTES THAT BELONG TO THE EXISTING OWNER.
B. ALL CONTACTS THAT BELONG TO THE EXISTING OWNER.
C. ALL OPPORTUNITIES – OPEN A ND CLOSED

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D. ALL OPEN A CTIV ITIES ASSIGNED TO THE EXISTING OWNER. NOTE THAT COMPLETED A CTIV ITIES WILL NOT BE
TRA NSFERRED.
…
…
A. ANY NOTES THAT BELONG TO THE EXISTING OWNER.
B. ALL CONTACTS THAT BELONG TO THE EXISTING OWNER.
D. ALL OPEN A CTIV ITIES ASSIGNED TO THE EXISTING OWNER. NOTE THAT COMPLETED A CTIV ITIES WILL NOT BE
TRA NSFERRED.

Changing Ow nership
Available in: Contact Manager, Group, Professional, Enterprise Unlim ited, and Developer Editions

Before transferring a record to a new ow ner, make sure the new ow ner has at least “ Read” per mission on the object.
1. Click Change next to the Ow ner field.
2. The Change link appears only on the detail page, not the edit page. If you don't see the Change link, you can't change
ow nership.
3. Enter or select a new owner.
4. In organizations w here 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 Ow ner or Assigned To drop-dow n list. Note:
Only users you are able to transfer ow nership to are visible. Neither the User group nor the Roles and Internal Subordinates
group contains Customer Portal or partner users.
5. Select the Send Notification Email checkbox to notify the new ow ner.
6. The “From” email address displayed in the notification is your return email address as set in the Email Address field of your
email settings.
7. For cases in Professional, Enterprise, Unlimited, and Developer Edition organizations, the email text is deter mined by the
Case Assigned Template setting specified in the Support Settings. For other records, the email text is automatically generated
and cannot be customized.
8. Depending on the type of object you are transferring and your user per missions, the follow ing checkboxes may also appear:

Checkbox Description Appears For

Change Division Transfers the record to the new ow ner's division. All Accounts and leads, if you
records related to the account are transferred to the can view or edit
new division as w ell. theDivis ion field

Transfer open Transfers open opportunities ow ned by other users Accounts

opportunities not ow ned that are associated w ith the account.
by the existing account
ow ner

Transfer closed Transfers the closed opportunities associated w ith Accounts

opportunities the account. This option applies only to closed
opportunities ow ned by the account ow ner; closed
opportunities ow ned by other users are not changed.

Transfer open cases Transfers any open cases associated w ith the Accounts
ow ned by the existing account that are ow ned by the existing account
account ow ner ow ner.

Transfer closed cases Transfers the closed cases associated w ith the Accounts
account. This option applies only to closed cases
ow ned by the account ow ner; closed cases ow ned by
other users are not changed.

Keep Account Team Transfers all account team members on the account Accounts
to the new ow ner.

Keep Sales Team Pr eserves the sales team w hen the opportunity is Opportunities
transferred to the new ow ner. If this box is
unchecked, all sales team members are deleted

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when the opportunity is transferred to the new ow ner.

Note: If you transfer closed opportunities, the sales

team is maintained, regardless of this setting.

Note: If you change an account ow ner w ith both Transfer closed opportunities and Keep Sales Team deselected, the sales team
members' access for closed opportunities becomes Private (that is, the sales team members lose access to any closed opportunities).

9. Click Save to finish.

Note: After you change a record's ow ner, the previous ow ner's visibility reverts to the default sharing setting unless that user is on an
account or sales team. For example, if the previous ow ner of an account is on an account team, that user has Read Only or the access
specified in your organization-w ide default for accounts, w hichever is greater. The previous ow ner's access to related records remain
the same. This behavior is the same for opportunity ow ners that are members of a sales team as long as you change ow nership using
the A PI. When you change ow nership of an opportunity w ithin Salesforce, you can select the access level you w ant.

Transfer of Associated Items

When you change record ow nership, some associated items that are ow ned by the current record ow ner are also transferred to the new
ow ner.

Record Type Associated item s that are also transferred

Accounts Contacts
Contracts w ith “Draft” status
Attachments
Notes
Open Activities

Depending on your selections, this can also include

Open opportunities not ow ned by the current account ow ner
Closed opportunities
Open cases ow ned by the existing Account Ow ner
Closed Cases

When a partner account is transferred, partner users associated w ith that account
are moved into the role hierarchy beneath the new ow ner.

Contracts w ith “Activated” status are not transferred to the new ow ner, how ever, the
new owner has read-only access to these contracts.

Contacts Notes, attachments, and open activities

Opportunities Notes, attachments, and open activities

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

Cases Notes, attachments, and open activities

Campaigns Attachments and open activities

Contracts Notes, attachments, and open activities

Custom objects Notes, attachments, and open activities

Note: You can't transfer events to w hich you have been invited and don't ow n.

A USER WANTS TO DELETE SOME OLD CASES. WHAT CONSIDERA TIONS MUST THE USER TAKE INTO A CCOUNT?

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Choose 2 answ ers.

A. RELATED CASE COMMENTS A RE DELETED
B. RELATED CONTACTS ARE DELETED
C. RELA TED A CTIV ITIES ARE DELETED
D. RELA TED A CCOUNTS ARE DELETED
…
…
A. RELATED CASE COMMENTS A RE DELETED
C. RELA TED A CTIV ITIES ARE DELETED

Deleting Cases

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To delete cases: “Delete” on cases

To delete a case, c lick Del next to the case on the cases list page, or clic k Delete on the case detail page. The Del link and Delete
button do not display for users w ho do not have the “ Delete” per mission on cases.

When you delete a case, all related events and tasks, ca se comment s, and attachments are also deleted. Associated contacts,
accounts, and solutions are not deleted with the case. The deleted case is moved to the Recycle Bin. If you undelete the case,
any related items are also restored.

Note: If you delete an event, task, case comment, or attachment from a case—and then delete the case— the event, tas k, case
comment, or attachment cannot be restored via undelete.

IF A N A DMINISTRATOR NEEDS TO DISPLAY THE TOTAL OF ALL CLOSED WON OPPORTUNITIES ON THE DETA IL PA GE OF
AN ACCOUNT THEY CAN:

A. CREA TE A ROLL-UP SUMMA RY FIELD TO DISPLAY THE TOTAL

B. CREA TE A LOOK- UP FIELD THAT CALCULATES THE SUM
C. CREA TE A TEXT SUMMA RY FIELD TO REFERENCE THE TOTAL
D. CREA TE A SUMMA RY
…
…
A. CREA TE A ROLL-UP SUMMA RY FIELD TO DISPLAY THE TOTAL

About Roll- Up Sum m ary Fields

Available in: Contact Manager, Group, Professional, Enterprise, Unlim ited, Developer, and
Datab ase.com Editions

While your for mula fields calculate values using fields w ithin a single record, roll-up summary fields calculate values from a set of
related records, such as those in a related list. You can create roll-up summary fields that automatically display a value on a mas ter
record based on the values of records in a detail record. These detail records must be directly related to the master through a master-
detail relationship. For example, a custom account field called Total Invoice A mount displays the sum of invoice amounts for all r elated
invoice custom object records in the Invoices related list on an account.

You can perform different types of calculations w ith your roll-up summary fields. You can count the number of detail records related to a
master record, or calculate the sum, minimum value, or maximum value of a field in the detail records.
Before you begin creating roll-up summary fields for your organization, review the implementation tips and best practices.

Im plem entation Tips

Adm inistration
● Create roll-up summary fields on:
○ Any custom object that is on the master side of a master-detail relationship
○ Any standard object that is on the master side of a master-detail relationship w ith a custom object

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○ Opportunities using the values of opportunity products related to the opportunity

○ Accounts using the values of related opportunities
○ Campaigns using campaign member status or the values of campaign member custom fields Note: Campaign
member custom formula fields that reference fields derived from leads or contacts are not supported.
● The types of fields you can calculate in a roll-up summary field depend on the type of calculation. For example,
○ Number, currency, and percent fields are available w hen you select SUM as the roll-up type.
○ Number, currency, percent, date, and date/time fields are available w hen you select MIN or MAX as the roll-up type.
● You may not be able to change the field type of a field that you reference in a roll-up summary field.
● For the max imum number of roll-up summary fields allow ed in your organization, see Salesforce Editions and Limits.

Custom Field Lim its per Object

Custom Field Personal Contact Group Professional Enterprise Unlim ited Developer

General Limit 5 25 100 100 500 800 500

Activities No extra limit no extra limit no extra limit 20 100 100 100

Long Text Area See Note-1 See Note-1 See Note-1 See Note-1 See Note-1 See Note-1 See Note-1

Rich Text Area See Note-1 See Note-1 See Note-1 See Note-1 See Note-1 See Note-1 See Note-1

Relationship No extra limit 25 25 25 25 25 25

Roll- Up Sum No extra limit 10 10 10 10 10 10

Note-1: There are no limits to the number of rich text area and long text area fields that an object can contain, although your Edition's
limit for the total number of custom fields allow ed on an object, regardless of field type, applies. Each object can contain a total of 1.6
million characters across long text area and rich text area fields. The default character limit for long text area and rich text area fields is
32,768 characters. A long text area or r ich text area field needs to contain at least 256 characters.

Acronym = PCGPEUD
● Personal
● Contact
● Group
● Professional
● Enterprise
● Unlimited
● Developer

● Make sure that the filter for your roll-up summary does not encounter a formula field that results in “#Error !”. If your filter
criteria uses a for mula field that results in an error, Salesforce does not return any matches for that filter criterion. For
example, if your roll-up summary filter is “ For mula Field equals 10” and tw o records contain errors w hile one contains the
value “10” in that field, your summary only includes the record w ith the value “10.”
● Salesforce does not recalculate the value of campaign roll-up summary fields w hen leads or contacts are deleted. Select the
“Force a mass recalculation on this field” option on the edit page of a campaign roll-up summary field to manually recalculate
the value.
● Long text area, multi-select picklist, Description, system fields like Last Activity, cross-object formula fields, and lookup fields
(such as the Product Code field) cannot be used in the field column of roll-up summary filters.
● Auto number fields are not available as the field to aggregate in a roll-up summary field.
● After you have created a roll-up summary field on an object, you cannot convert the object's master-detail relationship into a
lookup relationship.
● Roll-up summary fields are not available for mapping lead fields of converted leads.

Management
● Roll-up summary fields cannot calculate the values of other roll-up summary fields except for account to opportunity roll-up
summary fields, w hich allow you to calculate the values of opportunity roll-up summary fields.
● Roll-up summary fields can calculate the values of formula fields if they do not contain cross-object field references or
functions that automatically der ive values on the fly, such as NOW or TODAY. Note: The value of a for mula field can result in

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“#Error!”, w hich affects the summarized total. If your roll-up summary type is COUNT, records are included regardless of
whether they contain a for mula field w ith an error, but w hen the Field to Aggregate is a formula field that results in “#Error !”,
calculations of type MIN, MAX, and SUM exclude those formula values.
● Changes to the value of a roll-up summary field can tr igger assignment rules to run. If a roll-up summary field is part of the
criteria in an assignment rule, the field's new value is used to evaluate if the record should be reassigned.
● Roll-up summary fields can trigger w orkflow rules and field validations. How ever, workflow rules and field validations do not
fire w hen the follow ing changes cause a mass recalculation of roll-up summary values:
○ Changing the roll-up summary definition (such as the object, function, or field being aggregated)
○ Changing the expression of a formula field referenced in a roll-up summary field
○ Replac ing picklist values for picklist fields referenced in the roll-up summary filter
○ Changing picklist record type definitions
○ Changing currency conversion rates
○ Changing price book entries
● Calculating roll-up summary field values may take up to 30 minutes, depending on the number of records affected and other
factors.
● Salesforce does not prevent you from creating roll-up summary fields that might result in invalid values, such as February 29th
in a non-leap year. If an existing roll-up summary field results in an invalid value, Salesforce does not recalculate the value,
and the field w ill continue to display w ith an invalid roll-up summary icon ( ) until you change the values being summar ized.
<RMB: Note, both Stephen Stanley and I are not quite sure how one w ould create this invalid date w ith a roll-up summary>
● If your organization uses multiple currencies, the currency of the master record deter mines the currency of the roll-up
summary field. For example, if the master and detail records are in different currencies, Salesforce converts the values in the
detail record into the currency of the master record before calculating the final value and displaying it in the same currency as
the master record.
● If your organization has advanced currency management enabled, currency roll-up summary fields are invalid if they
are on accounts and summarizing opportunity values, or on opportunities and summarizing custom object values.
● Salesforce will prevent users from saving a record when doing so would invalidate a related record. For example, if
the related master record has a validation rule that requires the roll-up summary field value to be greater than 100,
and the user's change to the child record will put the value under 100, the user will not be able to save the record.
<RMB: In the online help, it actually describes the user putting “the value over 100” as the issue, w hich does not appear to
be correct. I have submitted this as a bug to our documentation team, but if I misread the original help, please let me know >
● If a lookup field references a record that is deleted, Salesforce sets the lookup field to null, and does not run any Apex
triggers, validation rules, w orkflow rules, or roll-up summary fields.

Best Practices
● Apply field-level security to your roll-up summary fields if they calculate values that you do not w ant visible to users. Fields
that your users cannot see due to field-level security settings on the detail record are still calculated in a roll-up summary field.
● If you have validation rules, consider how they affect roll-up summary fields. A validation error can display w hen saving either
the detail or master record because the value in a roll-up summary field changes w hen the values in the detail records
change.
● Because roll-up summary fields are not displayed on edit pages, you can use them in validation rules but not as the error
location for your validation.
● Avoid referencing a roll-up summary field from a child record. The roll-up summary field will have the previous value
because the parent record has not been updated. If you reference a roll-up summary field from a parent record, the
roll-up summary field will always have the new value because that rule runs after the parent value has been updated.
● If you are trying to enforce a record limit of 25 on the parent roll-up summary field, w hen you add a new child record, your
validation rule on the child object needs to check if the count is already 25 or greater.

AND( ISNEW(), Opportunity.Line_Count__c >= 25)

● Plan your implementation of roll-up summary fields carefully before creating them. Once created, you cannot change the
detail object selected or delete any field referenced in your roll-up summary definition.
● Roll-up summary fields are affected by advanced currency management. If your organization enables advanced
currency management, delete any currency roll-up summary fields on accounts that summarize opportunity values
or on opportunities that summarize custom object values. Otherwise, the fields continue to display with an invalid
roll-up summary icon because Salesforce no longer calculates their values.
● Automatically derived fields such as current date or current user are not allowed in roll-up summary fields. This
includes formula fields containing functions that automatically derive values on the fly, such a s NOW andTODAY.
Formula fields that include related object merge fields are also not allowed in roll-up summary fields.

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WHAT IS FOUND ON A COMPA NY PROFILE?

Choose 5 answ ers.

A. LANGUA GE, LOCALE, A ND TIME Z ONE
B. PROFILES
C. LICENSES
D. STORAGE AND USED SPA CE
E. MA NAGE CURRENCIES
F. FISCAL Y EARS
…
…
A. LANGUA GE, LOCALE, A ND TIME Z ONE
C. LICENSES
D. STORAGE AND USED SPA CE
E. MA NAGE CURRENCIES
F. FISCAL Y EARS

M emorize the following short-story for what is in the Company Profile:

I went to a different TIM EZONE to see a new LOCALE, but I didn't speak the LANGUAGE or have any CURRENCY, so I walked
to the ADRESS of my PRIM ARY CONTACT to ask if he had any STORAGE he could LICENSE to me, but he said "nope, just
USED SPACE, come back next FISCAL YEAR".

WILL USERS HAV E TO USE THEIR SECURITY TOKEN WHEN LOGGING INTO CONNECT FOR OUTLOOK IF THEIR IP RA NGE
HAS ALREA DY BEEN ADDED TO A TRUSTED IP RANGE?

A. YES
B. NO
…
…
B. NO

Note on 20130422: This guide wa s created before “Salesforce for Outlook”, which is the preferred Outlook Integration tool
these days, so please be sure to study up on the “Salesforce for Outlook”.

What is Connect for Outlook?

Force.com Connect for Microsoft Outlook is an add-in that allow s you to interact w ith Salesforce conveniently from Outlook. Connect for
Outlook adds buttons and options to your Outlook user interface. Note: For the latest Outlook integration experience, upgrade to our
new tool, Salesforce for Outlook.

With Connect for Outlook, you can:

● Use the Salesforce Address Book to insert contacts and leads as email rec ipients
● Add outbound or existing email messages from Outlook to account, asset, campaign, case, contact, contract, lead,
opportunity, product, and custom object records in Salesforce
● Upload email attachments to Salesforce
● Create a new case in Salesforce from an Outlook email
● Associate contacts, calendar events, and tasks in Outlook w ith records in Salesforce
● Synchronize contacts, calendar events, and tasks betw een Salesforce and Outlook
● From Outlook, open a Salesforce record's detail page in a Web brow ser

Who can use Connect for Outlook?

Connect for Outlook is available w ith Personal, Contact Manager, Group, Professional, Enterprise, and Unlimited Editions. In Enterprise
and Unlimited Editions, an administrator can block access to Connect for Outlook. <Q: Not available in Developer edition?>

Setting Connect for Outlook Options

Available in: Personal, Contact Manager, Group, Professional, Enterprise, and Unlim ited Editions

To customize your Connect for Outlook options:

1. In Outlook, select Tools | Salesforce Options. The Connect for Outlook Configuration Options dialog box opens.

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2. Use the tabs provided to view and modify configuration options.

3. Click OK to save your settings.

Connect for Outlook Configuration Options

In the Outlook Configuration Options dialog box, you can set the follow ing options:

Note: Your administrator may have customized Connect for Outlook to disallow certain operations. If so, some options may be
unavailable or disabled.

Options on the General tab

User Settings

Option Description

Username Your Salesforce username.

Passw ord Your Salesforce passw ord. If you log in from an untrusted netw ork, you may need to add a
security key to the end of your passw ord. See Resetting Your Security Token.

Server The URL of the Force.com A PI server that Connect for Outlook uses to access your
Salesforce data. Read only.

Click the Verify button to confirm that your username and passw ord are correct.

General Preferences

Option Description

Log in Select this checkbox to allow Connect for Outlook to automatically log you in to
automatically Salesforce w hen you start Outlook. This can increase the speed of your first Connect for
when Outlook Outlook operation dur ing that Outlook session.
starts

Display splash Select this checkbox to enable the Connect for Outlook dialog box that displays w hen
screen on Outlook starts.
Outlook startup

Enable visual Select this checkbox to enable icons that indicate different statuses of Outlook items,
indicators such as w hether an item is marked for synchronization or has been synchronized.

Display 'Sync Select this checkbox to display a notification dialog box w hen Connect for Outlook
completed' dialog completes a synchronization.

Visual Preferences

Option Description

Enable Select this checkbox to enable the context-sensitive display of Connect for Outlook toolbar
context- buttons. Selecting this option may impact Outlook performance. When this option is selected,
sensitive the toolbar and right-clic k shortcut menu only offer the commands that are relevant to your
toolbar current location in Outlook. When this option is deselected, all commands alw ays display; a
buttons warning message occurs if you select a command that does not apply to your current Outlook
context.

Display Show or hide the text labels that display next to Connect for Outlook toolbar buttons. By hiding
text in the text, the toolbar w ill be shorter and take up less screen space.
toolbar
buttons

Synchronization Preferences

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Option Description

Delete history Select this checkbox to remove your synchronization history. Your next synchronization w ill
and take place as if you had never before synchronized any records. When you select this
synchronize option, Connect for Outlook removes the synchronized icons from all items that w ere
from scratch previously synchronized.

Synchronize Select this checkbox and choose a number from the drop-dow n list to enable automatic
on schedule scheduled synchronizations every 1-8 hours.
every XX
hours

Within the General tab of the Connect for Outlook Options dialog box, click Help to open Connect for Outlook online help. Click
About to view your Connect for Outlook version number.

Basic options on the Contacts, Events, and Tasks tabs

On the Contacts, Events, and Tasks tabs of the dialog box, set each of these options to deter mine how your contacts, events, and
tasks w ill be synchronized.

Option Description

Synchronize Select the chec kbox to enable synchronization betw een Outlook and Salesforce.
Data
w ithSalesforce

Data Movement Choose an option from the drop-dow n list to specify how data is treated during
synchronization. Your choices are:
● Export to Salesforce - During its first synchronization, a record in Outlook w ill
create or update a record in Salesforce. If that record is ever modified in
Salesforce, it w ill be skipped in future synchronizations. If the record is only
modified in Outlook, future synchronizations w ill cause the corresponding record in
Salesforce to be updated.
● Export w ith Overwrites to Salesforce - During its first synchronization, a record in
Outlook w ill create or update a record in Salesforce. At future synchronizations, any
changes made in Outlook w ill be reflected in Salesforce, regardless of w hether the
Salesforce version of the record had been changed in the meantime. When this
option is selected, the conflict setting in the advanced options dialog box is
automatically set to Outlook alw ays wins.
● Im port from Salesforce - During its first synchronization, a record in Salesforce
w ill create or update a record in Outlook. If that record is ever modified in Outlook, it
w ill be skipped in future synchronizations. If the record is only modified in
Salesforce, future synchronizations w ill cause the corresponding record in Outlook
to be updated.
● Im port w ith overwrites from Salesforce - During its first synchronization, a record
in Salesforce w ill create or update a record in Outlook. At future synchronizations,
any changes made in Salesforce w ill be reflected in Outlook, regardless of w hether
the Outlook version of the record had been changed in the meantime. When this
option is selected, the conflict setting in the advanced options dialog box is
automatically set to Salesforce alw ays w ins.
● Synchronize w ith Salesforce - During synchronizations, records modified in
Outlook w ill be reflected in Salesforce, and vice versa. This is the default option
and is recommended for most users.

Alw ays mark for Select this checkbox to automatically select the Mark for Sync option on all new ly created
sync items of the appropr iate type that you save to your synchronization folder. For example, if
you set this option for contacts, any new ly created contacts that you save to the
synchronization folder are automatically inc luded the next time you sync w ith Salesforce.
You can exclude an automatically- marked item from synchronization if you manually
unmar k it. Note: Records created or edited on the server or on other devices, such as a
Blac kberry, w on't be marked for sync.

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Folder Settings View a list of the Outlook folders. Connect for Outlook searches for items to synchronize in
the Outlook folder that has Synchronize Data w ith Salesforce selected. You can select
only one folder. The items themselves must be mar ked for synchronization or they w ill not
be synchronized.

Advanced options on the Contacts, Events, and Tasks tabs

Click the Ad vanced button in the Contacts, Events, and Tasks tabs of the dialog box to customize additional synchronization
options.

Option Description

Confirmation tab - Select the chec kbox to display a confir mation message w hen records w ill be deleted as
Confirm record a result of synchronization. This option is enabled by default.
deletions

Confirmation tab - Select the chec kbox to display a confir mation message w hen records w ill be updated as
Confirm record a result of synchronization. This option is enabled by default.
changes and
additions

Conflict tab In the Conflict tab, select an option to deter mine how Connect for Outlook handles
conflicts betw een Salesforce data and Outlook data during synchronization.
● Ignore all conflicts - Records w ith conflicts are not synchronized.
● Notify m e w hen conflicts occur - Connect for Outlook notifies you of any
conflicts so you can manually resolve them. This is the default option.
● Salesforce alw ays w ins - The value in the Salesforce record is alw ays accepted
when a conflict occurs.
● Outlook alw ays w ins - The value in Outlook is alw ays accepted w hen a conflict
occurs.

Options tab - Deter mines time frame for synchronized tasks and events. This tab is only available for
Synchronization tasks and events.
Scope The choices for events are:
● Today and future events - Only current and future events that are mar ked for
synchronization w ill be synchronized. This includes events scheduled for the day
before the synchronization. By default, Salesforce synchronizes the next 31 days
of daily events, the next 5.5 w eeks of w eekly events, the next 5.5 months of
monthly events, and the next year and a half of yearly events.
● All events - All events, including past events, that are mar ked for synchronization
w ill be synchronized.
The choices for tasks are:
● Open and recently closed tasks - Only open tasks and tasks completed w ithin
the last seven days that are mar ked for synchronization w ill be synchronized.
○ Im port salesforce.com tasks of type Em ail - Only available if Open and
recently closed tasks is selected. When this checkbox is deselected,
tasks that have a Type value of “Email” are not imported into Outlook
during synchronization, provided the field- level security settings of the
Type picklist make the pic klist visible for you. The tas ks affected by this
option include, but are not limited to, emails that you have used Connect
for Outlook to add toSalesforce as completed tasks. Note that the Type
picklist must also be included on your task page layout if you w ant the
picklist to be visible w hen view ing task records in Salesforce.
● All tasks - All tasks, regardless of status, that are marked for synchronization w ill
be synchronized.

Field Maps tab The table on this tab displays how Salesforce fields are mapped to Outlook fields for
synchronization and lets you customize field mapping as needed.

Associations tab Deter mines the settings in the Change Association dialog box w hen users click Change
Associations to associate the Outlook item w ith a Salesforce record.
The choices for contacts, tasks, and events are:

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● Maximum number of search results - Indicates the maximum number of records

returned w hen user searches for an association.
● Remember my selections for my most recent salesforce.com object search -
Directs Salesforce to remember the search results from the last time the item w as
associated.
The follow ing option is enabled for contacts only:
● Automatically perform search for account and contact associations - Enables
automatic searching for Salesforce records when associating contacts. When a
user clicks Change Associations, the search pre-populates the association if it
finds a single result.

Options on the Em ail tab - Related To Settings

Option Description

Display by Select the types of records to show by default w hen associating an email w ith a related
Default record. To select all, select the checkbox in the header row .

Search Settings

Option Description

Maximum Enter the number of Salesforce items to show in the search results w hen associating
number of emails w ith a record or finding names in the Address Book. The maximum number
search results allow ed is 200.

Automatically Select the chec kbox to automatically search for matching contacts or leads w hen adding
perform search an email to Salesforce. When this setting is disabled, the search field in the Names tab
for adding email w ill still be automatically populated, but the search w ill not run until you click Go !.

Em ail Options

Option Description

Display email added Select the chec kbox to display a confir mation message w hen an email is
successfully dialog successfully added to Salesforce.

Show item after adding Select the chec kbox to automatically display the new task in your Web brow ser
email after adding an email message to Salesforce.

Case Options

Option Description

Show item after Select the chec kbox to automatically display the new case in your Web brow ser
creating a case after creating a case from an email.

Browser Options

Option Description

Alw ays use new Select the chec kbox to alw ays open Salesforce records in a new browser w indow .
Web browser

Upload Select the chec kbox to allow attachments from emails and local files on your computer to
attachments be uploaded to Salesforce.

Add Select the chec kbox to display salesforce.com folders in the Outlook folders list.
salesforce.com A new browser w indow opens w hen you click a Salesforce folder if you're using:
folders in ● Outlook 2002 on Windows XP or Vista

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Outlook ● Outlook 2007 on Vista

● Outlook 2003 on Windows XP or Vista, or Outlook 2007 on Windows XP, and have
enabled the Display salesforce.com folders in external Web brow ser email option

Display Select the chec kbox to open an external browser w hen you click salesforce.com tabs in
salesforce.com the “salesforce.com” folder. This option is disabled by default. It's only available if the Add
folders in salesforce.com folders in Outlookchec kbox is selected and is only visible for users of
external Web Outlook 2003 on Windows XP or Vista, or Outlook 2007 on Windows XP.
brow ser

Options on the Log File tab

The Log File tab shows the location of the Connect for Outlook log file. This location cannot be changed.

Click View to open the log file in a text editor. This file contains information about any synchronizations performed in your current
Outlook session. Clic k Send to send the log file to salesforce.com Customer Support for troubleshooting. If your log file is blank, you
must turn tracing on by modifying the LogMask registry entry.

Options on the User Perm issions tab

The User Per missions tab contains settings that an IT administrator can customize w hen deploying Connect for Outlook to a group of
users.

A SYSTEM A DMINISTRATOR WA NTS TO SCHEDULE A WEEKLY DATA EXPORT. WHA T CAN THEY SELECT TO INCLUDE?

Choose 4 answ ers.

A. A SPECIFIC OBJECTS DA TA
B. THE FOLDER YOU WA NT IT EXPORTED TO
C. THE ORGANIZA TION’S ATTA CHMENTS
D. ALL OF THE DATA FOR THE ORGA NIZATION
E. REPLA CE THE CA RRIAGE RETURNS WITH SPA CES
F. YOU CAN SPECIFY WHO THE EXPORT GETS SENT TO
…
…
A. A SPECIFIC OBJECTS DA TA - check
C. THE ORGANIZA TION’S ATTA CHMENTS - chec k
D. ALL OF THE DATA FOR THE ORGA NIZATION - chec k
E. REPLA CE THE CA RRIAGE RETURNS WITH SPA CES - check

Exporting Backup Data

Weekly export available in: Enterprise and Unlim ited Editions

Monthly export available in: All editions, except for Database.com

User Perm issions Needed

To export data: “Data Export”

Your organization can generate backup files of your data on a w eekly or monthly basis depending on your edition. You can export all of
your organization's data into a set of comma-separated values ( CSV) files.

Note: Users w ith the “ Data Export” per mission can view all exported data and all custom objects and fields in the Export Service page.
This per mission is granted by default only to the System Administrator profile because it enables w ide visibility.

You can generate bac kup files manually once every six days (for w eekly export) or 28 days (for monthly export). You can also schedule
backup files to generate automatically at w eekly or monthly intervals.

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1. Click Your Nam e | Setup | Data Management | Data Export and Export Now or Schedule Export. The Export Now option
prepares your files for export immediately. This option is only available if enough time has passed since your last export. The
Schedule Export option allow s you to schedule the export process for w eekly or monthly intervals.
2. Select the desired encoding for your export file.
3. Select Include in export to include attachments in your export data.
4. Select Replace carriage returns w ith spaces to have spaces instead of carriage returns or line breaks in your export files. This
may be useful if you plan to use your export files for importing or other integrations.
5. If you're scheduling your export, select the frequency (only available for organizations w ith monthly exports), start and end
dates, and time of day for your scheduled export.
6. Select the types of data to include in your export. We recommend that you include all data if you are not familiar w ith the
ter minology used for some of the types of data. Note the follow ing:
○ For mula and roll-up summary fields are alw ays excluded from exports.
○ If your organization uses div isions, data from all divisions is inc luded in the export.
○ If your organization uses person accounts and you are exporting accounts, all account fields are included in the
account data. For more infor mation on account fields, see Account Fields.
○ If your organization uses person accounts and you are exporting contacts, person account records are included in
the contact data. How ever, the contact data only includes the fields shared by contacts andperson accounts.
○ For information on field limitations, see the Salesforce Field Reference Guide.
7. Click Start Export or Save.
8. Salesforce creates a zip archive of CSV files and emails you w hen it's ready. Ex ports typically finish w ithin 48 hours of
submission, and large exports are broken up into multiple files. Follow the link in the email or clic k Data Export to dow nload
the zip file. Zip files are deleted 48 hours after the email is sent. The 48-hour time limit doesn't include w eekends, w hich
means if your dow nload file is ready on Thursday at 4 p.m., that file isn't deleted until Monday at 4 p.m. Note: For security
purposes, Salesforce may require users to pass a user verification test to export data from their organization. This simple,
text-entry test helps prevent malicious programs from accessing your organization's data.
9. To pass the test, users must type the tw o w ords displayed on the overlay into the overlay's text box field, and click the
Subm it button. Note that the w ords entered into the text box field must be separated by a space.
10. Salesforce uses CAPTCHA technology provided by reCaptcha to ver ify that a person, as opposed to an automated program,
has correctly entered the text into the over lay. CA PTCHA is an acrony m that stands for “Completely Automated Public Turing
Test To Tell Computers and Humans Apart”.

Tip: Any automated processes that process the export files should rely on the column headings in the CSV files, rather than the
position of the columns. Depending on the encoding selected, you may have to make adjustments to the export file before view ing it.
Use the follow ing instructions that apply to the character encoding you selected.

View ing Unicode ( UTF-8) Encoded Export Files

If you have Microsoft Excel 2003:
1. Open Microsoft Excel.
2. Click File | New .
3. Click Data | Im port External Data | Im port Data.
4. Select the CSV file to open and Microsoft Excel w ill launch the text import w izard.
5. Select “Delimited” and choose the “ Unicode ( UTF-8)” option for File origin.
6. Click Next.
7. Select “Comma” in the Delimiters section and clic k Finish. You may be prompted to select a range of cells. Note: If commas
are not appropriate for your locale, use a tab or other delimiter.
8. Repeat these steps for each file.

If you have an ear lier version of Microsoft Excel (pre 2003):

1. Open the file in Microsoft Excel.
2. Select File | Save As.
3. Save the file as type Web Page.
4. Select Tools | Options | General tab and click the Web Options button.
5. Select the Encoding tab, and then choose the “ Unicode ( UTF-8)” option.
6. Click OK to close the dialog boxes.
7. Select File | Save to save the file w ith selected encoding.
8. Repeat these steps for each file.

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View ing Unicode ( UTF-16, Big Endian) Encoded Export Files

Open the export files in a text editor that supports this character set. Microsoft Excel does not support this character set.

View ing Unicode (Little Endian) Encoded Export Files

1. Open the file in Microsoft Excel.
2. Click on column A to highlight the entire first column.
3. Open the Data menu and choose Text to Colum ns.
4. Select the “ Delimited” radio button and click Next.
5. Select “Comma” in the Delimiters section and clic k Finish. Note: If commas are not appropr iate for your locale, use a tab or
other delimiter.
6. Repeat these steps for each file.

IF A USER SELECTS THE MA NAGE MEMBERS BUTTON ON A CA MPA IGN THEY WILL BE ABLE TO SELECT:

Choose 4 answ ers.

A. ADD MEMBERS - SEA RCH
B. ADD MEMBERS - IMPORT FILE
C. EDIT MEMBERS - SEA RCH
D. A DD MEMBER - PROFILE
E. UPDA TE & A DD MEMBERS - IMPORT FILE
…
…
A. ADD MEMBERS - SEA RCH
B. ADD MEMBERS - IMPORT FILE
C. EDIT MEMBERS - SEA RCH
E. UPDA TE & A DD MEMBERS - IMPORT FILE

Here is a SNIP of the ‘Manage M embers’ drop down from my training instance:

Managing Cam paign Mem bers

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

Campaign members are created from lead, contact, or person account records. Salesforce provides a variety of w ays in w hich you can
manage your campaign members. You can add and update up to 50,000 campaign members at a time through lead, contact, and
person account reports; you can search for and add or edit multiple leads and contacts from the Manage Members page; you can add
an unlimited number of leads and contacts using a CSV import file; or you can add members to a campaign one at a time from c ontact
or lead detail pages.

Adding Cam paign Mem bers

You can add new members to a campaign:
● Individually from the Campaign History related list on a contact, lead, or person account detail page
● By searching for contacts and leads from the Manage Members page
● From a campaign, contact, person account, or lead report

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● From a list view of existing contacts or leads

● From a CSV import file of new leads
● From a CSV import file of existing members

Note: If a campaign has a campaign member type, you must have access to that campaign member type in order to add members to
the campaign. Otherw ise, you can only update existing campaign members.

Ed iting Cam paign Mem bers

You can edit the details of existing campaign members:
● Campaign History related list on a contact, lead, or person account detail page
● From the Campaign Members related list on a campaign detail page
● From the Manage Members page

Updating the Status of Existing Cam paign Mem bers

You can update the status of existing campaign members:
● From the Campaign History related list on a contact, lead, or person account detail page
● From the Manage Members page
● From a campaign, contact, person account, or lead report
● From a CSV import file of existing members

Rem oving Cam paign Mem bers

You can remove members of a campaign:
● From the Campaign History related list on a contact, lead, or person account detail page
● From the Campaign Members related list on a campaign detail page
● From the Manage Members page

Exam ple Uses

● Create follow-up cam paigns—Search for a custom list view of contacts or leads that is restricted to an ear lier campaign and
a certain member status, such as “Attended”. Then add items from the generated list to a follow -up campaign. See Adding
Contacts or Leads from a List View to a Campaign.
● Leverage reporting functionality—Customize a standard report or build a new custom report that returns a list of contacts,
person account, or leads that you w ant to target. With the click of a button, you can add the entire list to a campaign. See
Adding Campaign Members from Reports.

AN ADMINISTRA TOR CREA TED TWO PICKLIST FIELDS: CA NDY MA NUFACTURER ( HERSHEY, MA RS) AND CANDY TY PE
(SNICKERS, MILKY WAY, REECES PIECES, M&MS). IS IT POSSIBLE TO RELA TE THE FIELDS TOGETHER SO THA T THE
CA NDY MA NUFACTURER FIELD COULD IMPA CT THE CHOICES LISTED IN THE CANDY TY PE FIELD?

A. YES, THE CA NDY MA NUFACTURER IS A DEPENDENT PICKLIST, A ND THE CA NDY TY PE IS A CONTROLLING PICKLIST
B. Y ES, THE CA NDY MA NUFACTURER IS A CONTROLLING PICKLIST A ND THE CANDY TY PE IS A DEPENDENT PICKLIST
C. Y ES, THE CA NDY MANUFA CTURER IS A MASTER A ND THE CANDY TY PE IS THE DETA IL
D. NO, BECA USE THEY ARE BOTH CUSTOM FIELDS
E. NO, BECA USE THEY A RE BOTH PICK FIELDS
…
…
B. Y ES, THE CA NDY MA NUFACTURER IS A CONTROLLING PICKLIST A ND THE CANDY TY PE IS A DEPENDENT PICKLIST

The M anufacturer being controlling with the Type being dependent is just common sen se.

The fact that you can do this is co vered in the following:

Rules of Thumb:
● All fields can be controlling except M ulti-Select Picklist s (too many combinations)
● Only Custom Picklists and Custom M ulti-Select Picklists can be dependent

Here is a SNIP from the training materials (Controlling -> Dependent Fields)

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WHICH OF THE FOLLOWING A RE SETTING OPTIONS FOR THE USER INTERFA CE?

Choose 4 answ ers.

A. ENABLE COLLA PSIBLE SECTIONS
B. SHOW QUICK CREA TE
C. SHOW CUSTOM SIDEBA R COMPONENTS ON ALL PA GES
D. TRA NSFER ALL OPEN OPPORTUNITIES.
E. ENABLE DRA G-AND- DROP SCHEDULING ON LIST V IEWS
F. ENA BLE CHATTER
…
…
A. ENABLE COLLA PSIBLE SECTIONS
B. SHOW QUICK CREA TE
C. SHOW CUSTOM SIDEBA R COMPONENTS ON ALL PA GES
E. ENABLE DRA G-AND- DROP SCHEDULING ON LIST V IEWS

Here are the options, right from the setup page:

(Your Name | Setup | APP Setup | Customize | User Interface)

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AFTER A CUSTOM FISCAL Y EA R STRUCTURE IS DEFINED, YOUR COMPA NY DECIDES TO USE THE GREGORIA N CALENDA R
FOR FISCAL PURPOSES, YOU CAN RETURN TO THE STA NDA RD FISCAL Y EA R CALENDA R?

A. TRUE
B. FALSE
…
…
B. FALSE

Setting the Fiscal Year

Available in: All Editions except for Database.com .

User Perm issions Needed

To view fiscal year: “View Setup and Configuration”

To change fiscal year: “Customize Application”

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You can set one of tw o types of fiscal years: standard fiscal years or custom fiscal years. For specific infor mation on both types of fiscal
years, see About Fiscal Years.

Setting a Standard Fiscal Year

If your organization follow s the Gregor ian calendar year, but you need to change the fiscal year start month, use standard fiscal years.
Standard fiscal years can start on the first day of any month, and you can specify w hether the fiscal year is named for the starting or
ending year. For example, if your fiscal year starts in April 2011 and ends in March 2012, your fiscal year setting can be either 2011 or
2012. If your fiscal year is more complicated than this, see Enabling Custom Fiscal Years

Warning: All quotas, forecast history, and overrides are lost if the fiscal start month is changed to a month that w asn't previously the
first month in a quarter. For example, if you change the start month from January to April, your data w ill be preserved. How ever, if you
change it from January to February, your data w ill be lost.

To set a standard fiscal year:

1. Back up your current data.
a. Run and export these reports to Excel:
■ Opportunity Pipeline
■ Quarter ly Forecast Summary
■ Quota vs. Actual
b. Optionally, generate w eekly export data.
2. We suggest you do this because changing the fiscal year w ill cause fiscal periods to shift. This change w ill affect opportunities
and forecasts organization-w ide.
3. Click Your Nam e | Setup | Com pany Profile | Fiscal Year.
4. Select Standard Fiscal Year.
5. Choose the start month.
6. Specify w hether the fiscal year is defined by the year it begins or ends.
7. Optionally, select Apply to All Forecasts and Quotas if you w ant to apply the new fiscal year settings to your ex isting forecasts
and quotas. This option may not be available depending on your forecast settings.
8. Click Save to finish.
En abling Custom Fiscal Years
If your fiscal year definition is not met by a standard fiscal year, you can enable custom fiscal years w hich w ill allow you to flexibly
define a more complex fiscal year structure.

To enable custom fiscal years:

Note: Before enabling custom fiscal years, make sure that you have exported any data related to fiscal periods. For specific details
about the effects of enabling custom fiscal years, see About Fiscal Years.

1. Back up your current data.

a. Run and export these reports to Excel:
■ Opportunity Pipeline
■ Quarter ly Forecast Summary
■ Quota vs. Actual
b. Optionally, generate w eekly export data.
2. We suggest you do this because changing the fiscal year w ill cause fiscal periods to shift. This change w ill affect opportunities
and forecasts organization-w ide.
3. Click Your Nam e | Setup | Com pany Profile | Fiscal Year.
4. Select Custom Fiscal Year.
5. Click Enable Custom Fiscal Years.
6. If you understand the effects of enabling custom fiscal years and you have all your data exported, click OK.

Warning: Custom fiscal years cannot be disabled once enabled. Enabling custom fiscal years has impacts on your reports, forecasts,
quotas, and other date sensitive material. Do not enable custom fiscal years unless you understand and are prepared for all the
implications.

7. If you are not certain you w ant to enable custom fiscal years, click Cancel.
8. Once you have enabled custom fiscal years, define your fiscal year. See Defining a Custom Fiscal Year.

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WHICH COMBINA TION OF OBJECTS IS AVAILABLE WHEN CREA TING A CUSTOM REPORT TY PE FOR CHATTER REPO RTS?

Choose 2 answ ers.

A. OPPORTUNITIES, FOLLOWERS, USER FEED
B. ACCOUNTS, USER FEED, COMMENTS
C. USERS, USER FEED, COMMENTS
D. CHA TTER GROUPS, MEMBERS
…
…
C. USERS, USER FEED, COMMENTS
D. CHA TTER GROUPS, MEMBERS

<Validated via a separate Q&A but not verified in online help>

WHICH OF THE FOLLOWING A RE STA NDARD SALESFORCE OBJECTS?

Choose 4 answ ers.

A. CONTRACT
B. OPPORTUNITY PRODUCT
C. PRICE BOOK
D. TICKET
E. SOLUTION
…
…
A. CONTRACT
B. OPPORTUNITY PRODUCT
C. PRICE BOOK
E. SOLUTION

I did not find an explicit list of standard objects, but the Cu stomization Overview below is u seful.

Custom ization Overview

The available customization options vary according to w hich Salesforce Edition you have.

User Perm issions Needed

To view setup options: “View Setup and Configuration”

To custom ize your organization: “Customize Application”

You can customize each of the standard tabs and types of records, including adding custom fields and setting page layouts. You can
also customize search, tagging, and user interface options for your organization. In addition, every Contact Manager, Group,
Pr ofessional, Enterpr ise, and Unlimited Edition user can customize various personal display options.

To tailor Salesforce for your organization, you can customize the display of the various tabs and other items. Click Your Nam e | Setup |
Custom ize and then select a link to view the follow ing customization options:

Tab Nam es and Labels

Rename the labels for standard Salesforce tabs and fields.

Hom e
Add a logo, dashboard, or links to the Home tab and create additional home page layouts for different users.

Activities
Customize various options for tasks and events such as fields, page layouts, record types, validation rules, search layouts, and
buttons. Also, enable or disable functionality like activity reminder popups and recurring events.

Cam paigns
Customize the standard picklists, create custom fields and custom links, control the layout of fields, related lists, and custom links,
and create record types for Enterprise, Unlimited, and Developer Edition organizations. You can also configure Campaign Influence.

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Cam paign Mem ber

(Located under Cam paigns) Edit fields, create validation rules and triggers, control the layout, and create custom buttons & links.

Leads
Customize the standard picklists, create custom fields and custom links, control the layout of fields, related lists, and custom links,
and create record types for Enterprise, Unlimited, and Developer Edition organizations. You can also set up lead queues, assignment
rules, lead settings, and online lead capture.

Accounts
Customize the standard picklists, create custom fields and custom links, control the layout of fields, related lists, and custom links,
and for Enterpr ise, Unlimited, and Developer Edition organizations, create record types and set up account teams.

Person Accounts
(Located under Accounts) Control the layout of fields, related lists, and custom links, and manage record types.

Contacts
Customize the standard picklists, create custom fields and custom links, control the layout of fields, related lists, and custom links,
and create record types for Enterprise, Unlimited, and Developer Edition organizations.

Opportunities
Customize the standard picklists, create custom fields and custom links, control the layout of fields, related lists, and custom links,
and for Enterpr ise, Unlimited, and Developer Edition organizations, create record types and set up team selling.

Opportunity Products
(Located under Opportunities) Customize the standard fields, create custom fields, and control the layout of fields on product
pages w ithin the Opportunities tab.

Quotes
Customize the standard picklists, create custom fields and custom links, and control the layout of fields, related lists, and custom
links, and create PDF templates and ter ms and conditions.

Quote Line Items

(Located under Quotes) Customize the standard fields, create custom fields, and control the layout of fields on quote line item
pages.

Forecasts
Customize your fiscal year settings, forecast period, default view , and forecast hierarchy. These options are only available if your
organization has enabled customizable forecasting.

Cases
Customize the standard picklists, create custom fields and custom links, control the layout of fields, related lists, and custom links,
and create record types for Enterprise, Unlimited, and Developer Edition organizations. You can also set up case queues, case
contact roles, assignment, auto-response, and escalation rules, and support settings.

Case Team
(Located under Cases) Define case teams and case team roles for your organization.

Em ail Messages
(Located under Cases) Create triggers for Email-to- Case or On- Demand Email-to- Case messages.

Case Comments
(Located under Cases) Create triggers for case comments.

Case Milestones
(Located under Cases) Create validation rules for case milestones.

Entitlem ent Managem ent

Set up entitlement management so that support reps can ver ify if customers are eligible for support and provide the correct service
levels to your customers.

Entitlem ents
(Located under Entitlement Management) Customize the standard fields, create custom fields and custom links, control the lay out
of fields, related lists, custom links, and create record types and templates.

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Entitlem ent Contacts

(Located under Entitlements) Customize the standard fields.

Service Contracts
(Located under Entitlement Management) Customize the standard fields, create custom fields and custom links, control the lay out
of fields, related lists, custom links, and create record types.

Contract Line Items

(Located under Service Contracts) Customize the standard fields, create custom fields and custom links, control the layout of
fields, related lists, custom links, and create record types.

Self-Service
Set up your public solutions, online case capture, and the Self-Service portal.

Call Center
Configure the Salesforce CRM Call Center by defining call centers, adding directory numbers, and customizing SoftPhone layouts.

Contracts
Customize the standard picklist, create custom fields and custom links, control the layout of fields, related lists, and custom links, and
create record types for Enterprise, Unlimited, and Developer Edition organizations. You can also set the contract expiration notices
for your organization and configure auto-calculation of contract end dates.

Solutions
You can customize the standard solution picklists, create custom fields and custom links, control the layout of fields, related lists, and
custom links, and create record types for Enterprise, Unlimited, and Developer Edition organizations.

Products
For Enterprise, Unlimited, and Developer Edition organizations, set up price books, products, and schedules.

Partners
Configure your partner portal.

Salesforce to Salesforce
Enable Salesforce to Salesforce business collaboration both w ithin and across Salesforce organizations.

Connection Finder
(located under Salesforce to Salesforce) Enable the ability to email partners a survey asking if they useSalesforce. Also, customize
default template used for the email and logo used for the survey.

Customer Portal
Enable the Customer Portal for your organization.

Ideas
Customize the standard picklists, create custom fields, and control the layout of fields for Enterprise, Unlimited, and Developer
Edition organizations. You can also establish comment validation rules and manage your communities.

Assets
Customize the standard fields, create custom fields, control the layout of fields on asset pages, set search results layouts, and create
custom links.

Territories
For Enterprise, Unlimited, and Developer Edition organizations, create and edit custom territory fields.

Users
Create custom fields and custom links for users.

Console
Create console layouts that display pertinent infor mation to users.

Tags
Enable personal and public tags for your organization. You can also delete personal tags.

Reports & Dashboards

Customize user interface and email settings for reports and dashboards.

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Search
Optimize search settings for your organization.

Social Contacts
Enable and configure Social Contacts for your organization.

User Interface
Enable Quick Create, collaps ible page sections, related list hover links, and customize the sidebar for your organization, among other
options.

This snip is from the Setup | App Setup | Cu stomize menu is also u seful:

WHICH STATEMENT IS TRUE REGA RDING CHA TTER GROUPS?

A. PRIVATE GROUPS A RE NOT DISPLAYED IN THE GROUPS TAB.

B. PRIVATE GROUP POSTS ARE V ISIBLE TO THE OWNER A ND A NYONE ABOV E IN THE ROLE HIERA RCHY.
C. USERS WITH THE "MA NAGE CHATTER GROUPS" PROFILE PERMISSION CA N CREA TE GROUPS.
D. A NY CHATTER USER CA N CREA TE PUBLIC OR PRIVATE GROUPS.
…
…
D. A NY CHATTER USER CA N CREA TE PUBLIC OR PRIVATE GROUPS.

Who can create Chatter groups?

Anyone in your Salesforce organization except customers can create Chatter groups.

WHICH DA TA CA N BE SY NCED USING THE NEW SALESFORCE FOR OUTLOOK?

Choose 3 answ ers.

A. CUSTOM OBJECTS
B. EV ENTS
C. LEA DS
D. CONTA CTS

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E. TASKS
…
…
B. EV ENTS
D. CONTA CTS
E. TASKS

Salesforce for Outlook FAQ

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

● Where does Salesforce for Outlook install on my system?

● Why can't I log in to Salesforce for Outlook?
● How do I assign contacts to Salesforce records using Salesforce for Outlook?
● How do I assign events to Salesforce records using Salesforce for Outlook?
● How do I assign tasks to Salesforce records using Salesforce for Outlook?
● How do I assign emails to Salesforce records using Salesforce for Outlook?
● How do I find my unresolved contacts, events, emails, and tasks?
● Does Salesforce for Outlook support email attachments?
● Can I have Salesforce for Outlook and Connect for Outlook installed at the same time?
● Does Salesforce support Salesforce for Outlook on 64–bit Window s 7?
● Does Salesforce support Salesforce for Outlook on 64–bit Outlook 2010?
● Can I use Outlook categories to indicate w hat I w ant Salesforce for Outlook to sync?
● How do I unmark items for sync w ith Salesforce for Outlook?
● How often does Salesforce for Outlook sync?
● What if I don't w ant to sync personal items w ith Salesforce for Outlook?
● Can I sync person accounts using Salesforce for Outlook?
● Can I sync recurring items w ith Salesforce for Outlook?
● Can I sync tasks using Salesforce for Outlook?
● Can I add cases using Salesforce for Outlook?
● Can I associate Outlook records to custom objects using Salesforce for Outlook?
● Can I map to a custom Outlook field using Salesforce for Outlook?
● Can I mass configure Salesforce for Outlook?
● Can I use filter logic in Salesforce for Outlook data sets?
● Does Salesforce for Outlook support s ingle sign-on (SSO)?
● How do I enable contacts for sync in Salesforce for Outlook?
● What security does Salesforce for Outlook use for usernames and passw ords?
● Does Salesforce for Outlook support ter minal servers?

AN ADMIN NEEDS TO SET UP THREE CUSTOM FIELDS: A N A UTO- NUMBER, A PERCENT AND A MULTI-SELECT PICKLIST. IS
THIS POSSIBLE?

A. YES
B. NO
…
…
A. YES

Here is the list of valid field types from Setup | App Setup | Customize | Accounts | Fields | New Custom Field

Auto Number A system-generated sequence number that uses a display format

you define. The number is automatically incremented for each new
record.

For mula A read-only field that derives its value from a for mula expression you

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define. The for mula field is updated w hen any of the source fields
change.

Roll- Up Summary A read-only field that displays the sum, minimum, or maximum value
of a field in a related list or the record count of all records listed in a
related list.

Lookup Relationship Creates a relationship that links this object to another object. The
relationship field allow s users to click on a lookup icon to select a
value from a popup list. The other object is the source of the values
in the list.

Checkbox Allow s users to select a True (checked) or False (unchecked) value.

Currency Allow s users to enter a dollar or other currency amount and

automatically formats the field as a currency amount. This can be
useful if you export data to Excel or another spreadsheet.

Date Allow s users to enter a date or pick a date from a popup calendar.

Date/Time Allow s users to enter a date and time, or pick a date from a popup
calendar. When users click a date in the popup, that date and the
current time are entered into the Date/Time field.

Email Allow s users to enter an email address, w hich is validated to ensure

proper format. If this field is specified for a contact or lead, users can
choose the address w hen clicking Send an Email. Note that custom
email addresses cannot be used for mass emails.

Number Allow s users to enter any number. Leading zeros are removed.

Percent Allow s users to enter a percentage number, for example, '10' and
automatically adds the percent sign to the number.

Phone Allow s users to enter any phone number. Automatically formats it as

a phone number.

Picklist Allow s users to select a value from a list you define.

Picklist ( Multi-Select) Allow s users to select multiple values from a list you define.

Text Allow s users to enter any combination of letters and numbers.

Text Area Allow s users to enter up to 255 characters on separate lines.

Text Area (Long) Allow s users to enter up to 32,768 characters on separate lines.

Text Area ( Rich) Allow s users to enter formatted text, add images and links. Up to
32,768 characters on separate lines.

Text ( Encrypted) Allow s users to enter any combination of letters and numbers and
store them in encrypted form.

URL Allow s users to enter any valid w ebsite address. When users clic k on
the field, the URL w ill open in a separate brow ser w indow .

WHAT IS TRUE ABOUT MULTI- DAY EV ENTS?

Choose 2 answ ers.

A. MULTI- DAY EV ENTS HAVE A STA RT A ND END TIMES

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B. MULTI- DAY EV ENTS MUST BE ASSIGNED TO ONLY ONE USER

C. THERE IS NOT A CHECKBOX FOR MULTI- DAY EV ENTS
…
…
A. MULTI- DAY EV ENTS HAVE A STA RT A ND END TIMES
B. MULTI- DAY EV ENTS MUST BE ASSIGNED TO ONLY ONE USER

If you look at the screen shot below, you will see that:
● No matter what, you can only have one person in the Assigned To box (ergo, Answer B i s correct)
● No matter what, you will have start and end times (ergo, An swer A is correct)
○ If you clear the start/end times and try to save, you will get an error message
● Answer C is a bit ambiguous, in the sen se that there is no 'multi-day check box' when creating an event, but there is
one in the Activity Settings ( see second screen shot below), so I would opt for the 100% correctness of A and B

Creating Events

Available in: All Editions except Database.com

User Perm issions Needed

To create events: “Edit Ev ents”

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1. Begin creating an event by doing one of the follow ing.

○ From the Create New drop-dow n list in the s idebar, click Event.
○ From the Calendar section of the Home tab, click New Event.
○ From the Open Activities related list of an associated record, click New Event.
○ On the calendar's day view , click the time w hen the event w ill begin. Alternatively, double-click a time slot to enter the
details of the event in an interactive overlay. Note that your administrator controls the availability of click-and-create
events; see Enable Click-and- Create Ev ents on Calendar Views.
○ On the calendar's w eek view , click the Add Event Icon ( ) next to a date to create an event on that
date.Alternatively, double-click a time slot to enter the details of the event in an interactive overlay. Note that your
administrator controls the availability of click-and-create events; see Enable Clic k-and- Create Events on Calendar
View s.
○ On the month view of the calendar, click the Add Event Icon ( ) next to a date to create an event on that date.
○ On a multi-user calendar, select the users to invite, and click New Event.
2. Enter the details of the event, such as subject, start date and time, and end date and time. To assign the event to a partner
user, select Partner User from the Assigned To drop-dow n list.

Note: If multiday events are enabled for your organization, you can create events that last up to 14 days.

3. If Spell Chec ker is enabled for your organization, click Check Spelling to spell-check the contents of theDescription field.
Note that the Check Spelling button must be enabled separately for events and tasks.
4. Optionally, select Create Recurring Ser ies of Events to spec ify how often the event recurs. For more information, see
Creating Recurring Events.

Note: No occurrence in a ser ies 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. To enable multiday events, see Customizing
Activity Settings.

5. Attach files as needed by clic king Add Attachm ent on the Attachments related list. If you don't see this related list, you may
need to ask your administrator to add it to the event page layout. For recurring events, the attachment is added to the series
of events. Each occurrence of the recurring event can also have its ow n unique set of attachments.
6. Optionally, set a reminder on the event by selecting Rem inder and choosing how long before the event you w ant to be
reminded.
7. Optionally, click Add In vitees to make the event a multi-person event to w hich users, contacts, leads, or resources are
invited. For more infor mation, see Inviting People to an Event.
8. 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.

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CA MPA IGN INFLUENCES ALLOW USERS TO REPORT ON WHICH USERS INFLUENCED AN OPPORTUNITY.

A. TRUE
B. FALSE
…
…
B. FALSE

What is Cam paign Influence?

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To set up cam paign influence: “Customize application”

To view the cam paign influence related list: “Read” on campaigns
AND
“Read” on opportunities
To m anually add influential cam paigns: “Read” on campaigns
AND
“Edit” on opportunities

Because opportunities are usually influenced by more than one campaign, the campaign influence feature allows you to manually or
automatically associate multiple influential cam paigns to a single opportunity. You can view influential campaigns from the Campaign
Influence related list on the opportunity detail page. The Pr imary Campaign Source field on an opportunity detail page allows you to
designate the most influential campaign for that opportunity.

If enabled, automatic association w ill add influential campaigns to opportunities w hen the campaign is related to a contact that is
assigned a contact role on the opportunity pr ior to the opportunity close date. You can specify additional automatic association cr iteria,
including a campaign influence time frame that limits the amount of time a campaign can influence a new opportunity after the

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campaign first associated date and before the opportunity created date. Influential campaigns can also be added to opportunities
manually by clicking the Add Cam paign button in the Campaign Influence related list.

Use the Campaigns w ith Influenced Opportunities campaign report to view opportunities that have been influenced by multiple
campaigns.

Before using the campaign influence feature, you must complete the follow ing:

1. Add the Campaign Influence related list to the opportunities page layout by clicking Your Nam e | Setup |Custom ize |
Opportunities | Page Layouts.

Note: The Campaign Influence related list is already added to the opportunities page layout for customers w ho signed up for a new
Salesforce organization after the launch of the Winter '09 release, w hich occurred in October 2008.

2. Set up campaign influence.

IF A LEA D ASSOCIATED TO A CA MPA IGN IS CONV ERTED, WHERE IS THE CA MPA IGN HISTORY TRACKED?

Choose 2 answ ers.

A. CA MPA IGN SOURCE FIELD ON THE OPPORTUNITY
B. ACTIV ITY HISTORY ON THE OPPORTUNITY CA MPA IGN
C. THIS INFORMA TION DOES NOT CONV ERT OV ER
D. CA MPA IGN HISTORY RELATED LIST ON THE CONTA CT.
…
…
A. CA MPA IGN SOURCE FIELD ON THE OPPORTUNITY
D. CA MPA IGN HISTORY RELATED LIST ON THE CONTA CT.

Notes on Converting Leads

● Conversion impact on w orkflow :
○ You cannot convert a lead that is associated with an active approval process or has pending workflow
actions. For more infor mation, see Managing Approval Processes and Managing Workflow Rules.
○ Converting a lead to a person account cannot trigger workflow rules.
○ If validation and triggers for lead convert are enabled in your organization, then converting a lead can trigger
a workflow action on a lead. For example, if there is an active w orkflow rule that updates a lead field or transfers
the ow ner of a lead, that rule can trigger w hen the lead is converted, even if the lead is no longer visible on the Leads
tab as a result of the conversion. Note that if a w orkflow rule creates a new task as a result of a lead conversion, the
task is assigned to the new ly created contact and related to the associated account or opportunity. For more
information, see Customiz ing Lead Settings.
○ When a lead is converted by someone w ho isn't the lead ow ner, all w orkflow tasks associated w ith the lead that are
assigned to that user, except email alerts, are reassigned to the lead ow ner. Workflow tasks assigned to users other
than the lead ow ner and lead converter are not changed.
● Conversion impact on campaigns:
○ If the lead matches an existing contact and both records are linked to the same campaign, the campaign member
status is deter mined by w hichever is further along in the lifecycle of the campaign. For example, if the lead member
status is “sent” and the contact member status is “responded,” the responded value is applied to the contact.
○ Related campaign information is alw ays associated w ith the new contact record regardless of the user's sharing
access to the campaign.
○ When more than one campaign is associated w ith a lead, the most recently associated campaign is applied to the
Pr imary Campaign Source field on the opportunity regardless of the user's sharing access to the campaign.
● Conversion impact on standard and custom lead fields:
○ The system automatically maps standard lead fields to standard account, contact, and opportunity fields (see Lead
Conversion Mapping).
○ For custom lead fields, your administrator can specify how they map to custom account, contact, and opportunity
fields (see Mapping Custom Lead Fields).
○ The system assigns the default picklist values for the account, contact, and opportunity w hen mapping any standard
lead picklist fields that are blank. If your organization uses record types, blank values are replaced w ith the default
picklist values of the new record ow ner.
● When a lead is converted, Chatter feed posts a ssociated with the lead aren’t migrated. The lead posts are no longer
available in the Chatter feed.

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● Dur ing lead convert, Apex triggers are fired and universally required custom fields and validation rules are enforced only if
validation and triggers for lead convert are enabled in your organization.
● Salesforce ignores lookup filters w hen converting leads if the Enforce Validation and Tr iggers from Lead Convert chec kbox on
the Lead Settings page is deselected.
● If the lead has a record type, the default record type of the user converting the lead is assigned to records created during lead
conversion.
● The default record type of the user converting the lead deter mines the lead source values available during conversion. If the
desired lead source values are not available, add the values to the default record type of the user converting the lead.
● Your organization can set its ow n guidelines for deter mining w hen a lead is qualified, but typically, you w ill w ant to convert a
lead as soon as it becomes a real opportunity that you w ant to forecast.
● If you are using local lead names, the Company Name (Local) on the lead w ill automatically map to the Account Name (Local)
along w ith their associated standard name fields.
● If your organization uses div isions, the new account, contact, and opportunity are assigned to the same division as the lead. If
you update an existing account during lead conversion, the account’s division is not changed, and the new contact and
opportunity inherit the account’s division.
● If your organization uses territory management, the new account is evaluated by account assignment rules and may
be assigned to one or more territories. If the rules assign the account to exactly one territory, then the opportunity
will also be assigned to that territory. If the rules assign the account to multiple territories, then the opportunity is
not assigned to any territory.
● If your organization uses person accounts, you can convert leads to either person accounts or business accounts. Leads w ith
a blank Company field are converted to person accounts. The default person account record type for your prof ile is applied to
the new person account. Note that you can only create leads w ith a blank Company field using the Force.com A PI. Leads w ith
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.
● As a best practice, w e recommend that you use different lead record types and page layouts to differentiate leads that w ill be
converted to person accounts from those that w ill be converted to business accounts. In particular, remove the Company field
from the page layouts of leads that w ill be converted to person accounts, and make the Company field required on the page
layouts of leads that w ill be converted to business accounts.
● If your organization uses Salesforce to Salesforce: When you convert a lead, Salesforce to Salesforceinactivates the shared
record and updates the External Sharing related list in your connection's lead record w ith an Inactive (converted) status. Due
to inactivation of the shared record, changes to the Lead Status dur ing conversion aren't reflected in your connection's lead
record.
● When you convert a lead into a ex isting account, you don’t automatically follow that account. How ever, when you convert the
lead into a new account, you automatically follow the new account, unless you disabled feed tracking for accounts in your
Chatter settings.

Using the Cam paign Influence Related List

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To view the cam paign influence related list: “Read” on campaigns

AND
“Read” on opportunities
To m anually add influential cam paigns: “Read” on campaigns
AND
“Read” and “ Edit” on opportunities

Adding, Editing, and Deleting Influential Campaigns

The Campaign Influence related list on an opportunity detail page provides information about campaigns that have influenced the
opportunity. From the Campaign Influence related list, you can add, edit, and delete influential campaigns.
Consider the follow ing information before adding, editing, or deleting influential campaigns:
● Though multiple campaigns can be influential, you can only designate one campaign as the pr imary campaign source on the
opportunity.
● The campaign you manually designate as the primary campaign source w ill alw ays display in the Campaign Influence related
list.
● The opportunities fields of the campaign statistics section on a campaign detail page w ill only be populated for the campaign
designated as the primary campaign source. For example, if you have an email campaign and a telemar keting campaign that

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both influenced the same opportunity, and you des ignated the email campaign as the primary campaign source, the campaign
statistics opportunities fields w ill only be populated for the email campaign.
● When you select the Pr imary Campaign Source checkbox, the Primary Campaign Source field on the opportunity detail page
is updated w ith the name of the primary campaign. It is possible that w orkflow and Apex rules on opportunities can be
triggered by this change.

To add influential campaigns from the Campaign Influence related list:

1. View the detail page of an opportunity.
2. Click Add Cam paign in the Campaign Influence related list.
3. Enter a campaign name in the Campaign name field or clic k the magnifying glass icon to search for a campaign.
4. Optionally select the Primary Campaign Source checkbox to designate the campaign as the pr imary campaign.
5. Click Save.

You can also configure filter criteria that, w hen met, w ill automatically add influential campaigns to opportunities. For example, y ou can
configure a filter to add only email and telemarketing campaigns.

To edit influential campaigns:

1. View the detail page of an opportunity.
2. Click Edit next to the campaign you w ant to edit in the Campaign Influence related list.
3. Optionally select or deselect the Primary Campaign Source checkbox.
4. Click Save.

To delete influential campaigns:

1. View the detail page of an opportunity.
2. Click Del next to the campaign you w ant to delete in the Campaign Influence related list.
3. Click OK.

WHICH FUNCTIONS A RE AVAILABLE WITH STA NDA RD FIELDS? CHOOSE ALL THAT A PPLY.

Choose 3 answ ers.

A. ADDING OR REMOV ING NON- REQUIRED FIELDS FROM THE PAGE LAYOUT.
B. CHA NGING FIELD LABELS
C. A UTO POPULATE FROM RELATED RECORD
D. A DDING HELP TEXT TO CERTA IN FIELDS.
…
A. ADDING OR REMOV ING NON- REQUIRED FIELDS FROM THE PAGE LAYOUT
B. CHA NGING FIELD LABELS
D. A DDING HELP TEXT TO CERTA IN FIELDS

Custom izing Standard Fields

Available in: All Editions except for Database.com .

User Perm issions Needed

To change standard fields: “Customize Application”

You can customize several aspects of standard fields, such as the values in pic klists, the format for auto-number fields, tracking field
history, lookup filters on relationship fields, and field-level help. In Enterprise, Unlimited, and Developer Editions, you can also view
details about standard fields and set field-level security.

A. ADDING OR REM OVING NON-REQUIRED FIELDS FROM THE PAGE LAYOUT

Click on a standard field and then click on the ‘View Field Accessibility’ button:

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Then click ‘Field Access’ link next to a profile (in this case I cho se ‘Standard User’):

And then you can change the settings for the field on the Account Layout page layout:

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B. CHANGING FIELD LABELS

Go to Setup | App Setup | Tab Names and Labels and click ‘Edit’ next to Account s, then click ‘Next’ and you can change the
field labels

C. AUTO POPULATE FROM RELATED RECORD

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This is not a good answer, because Lookup displays data, it does not auto-populate.

D. ADDING HELP TEXT TO CERTAIN FIELDS

Clearly, you can add help text.

WHICH FUNCTION IS AVAILABLE IN THE REPORT BUILDER INTERFA CE, PRIOR TO RUNNING THE REPORT?

Choose 2 answ ers.

A. SAVE
B. PRINTA BLE V IEW
C. SCHEDULE FUTURE RUNS
D. SHOW/HIDE DETA ILS
E. EXPORT DETA ILS

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…
…
A. SAVE
D. SHOW/HIDE DETA ILS

You can see ‘Save’ and ‘Sho w->Details’ below:

The ability to ‘Schedule Future Runs’, see ‘Printable View’ and ‘Export Details’ is only expo sed after the report is created and
you actually click on the hyper-linked name from the Report list.

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WHO CAN GA IN A CCESS TO FOLDERS?

Choose 3 answ ers.

A. ROLES
B. ROLES & SUBORDINATES
C. A CCOUNT/ SALES TEA M MEMBERS
D. PUBLIC GROUPS
…
…
A. ROLES
B. ROLES & SUBORDINATES
D. PUBLIC GROUPS

The short answer lies in the following screen shot:

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But here is some additional, background information:

Managing Folders

Available in: All Editions except Database.com

Report folders not available in: Contact Manager, Group, and Personal Editions

User Perm issions Needed

To create, edit, or delete public document folders: “Manage Public Documents”

To create, edit, and delete public em ail tem plate folders: “Manage Public Templates”
To create, edit, and delete public report folders: “Manage Public Reports”
To create, edit, and delete public dashboard folders: “Manage Dashboards” AND “View All
Data”

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A folder is a place w here you can store reports, dashboards, documents, or email templates. Folders can be public, hidden, or s hared,
and can be set to read-only or read/w rite. You control w ho has access to its contents based on roles, per missions, public groups, and
license types. You can make a folder available to your entire organization, or make it private so that only the ow ner has access.

● To access document folders, click the Documents tab. See Document Library Overview for information on displaying the
Documents tab.
● To access email template folders, clic k Your Nam e | Setup | Com m unication Tem plates | Em ail Tem plates.
● To access report folders, click the Reports tab, or to manage all of your organization’s report folders, click Your Nam e | Setup
| Custom ize | Reports.
● To access dashboard folders, clic k the Dashboards tab.

To create a new folder, click Create New Folder.

To edit a folder, click Edit next to the folder name. Alternatively, select a folder name from the Folder drop-dow n list and c lick Ed it.

Note: You can modify the contents of a folder only if the folder access level is set to Read/Write. Only users w ith the “ Manage Public
Documents” or “ Manage Public Templates” can delete or change a Read Only folder. Regardless of per missions or folder settings,
users can't edit any unfiled or personal folders.

Controlling Access to Report Folders

Folder access is controlled by per missions. The follow ing tables show the per missions that users must have to access the three
different types of report folders: public, hidden, and shared folders.

Public Folders
The follow ing settings apply to folders w ith either of the follow ing visibility settings:
● This folder is accessible by all users, inc luding portal users
● This folder is accessible by all users, except for portal users

Access Level Perm issions to Access Read-Only Perm issions to Access Read/Write
Folders Folders

Read Any of the follow ing: Any of the follow ing:

● “Run Reports” ● “Run Reports”
● “Manage Public Reports” ● “Manage Public Reports”
● “View All Data” ● “View All Data”

Write New “Manage Public Reports” “Create and Customize Reports”

Modify/Delete “Manage Public Reports” “Manage Public Reports”

Hidden Folders

Access Level Perm issions to Access Read-Only Perm issions to Access Read/Write
Folders Folders

Read “View All Data” “View All Data”

Write New “Manage Public Reports” “Manage Public Reports”

Modify/Delete “Manage Public Reports” “Manage Public Reports”

Shared Folders

Access Level Perm issions to Access Read-Only Perm issions to Access Read/Write
Folders Folders

Read Any of the follow ing: Any of the follow ing:

● “Run Reports” (for shared users) ● “Run Reports” (for shared users)
● “Manage Public Reports” ● “Manage Public Reports” (for
● “View All Data” shared users)
● “View All Data”

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Write New “Manage Public Reports” “Create and Customize Reports” (for
shared users)

Modify/Delete “Manage Public Reports” “Manage Public Reports”

Controlling Access to Dashboard Folders

Folder access is controlled by per missions. The follow ing tables show the per missions that users must have to access the three
different types of dashboard folders: public, hidden, and shared folders.

Public Folders
The follow ing settings apply to folders w ith either of the follow ing visibility settings:
● This folder is accessible by all users, inc luding portal users
● This folder is accessible by all users, except for portal users

Access Level Perm issions to Access Read-Only Perm issions to Access Read/Write
Folders Folders

Read “Run Reports” “Run Reports”

Write New All of the follow ing: Both of the follow ing:
● “Run Reports” ● “Run Reports”
● “Manage Dashboards” ● “Manage Dashboards”
● “View All Data”

Modify/Delete All of the follow ing: All of the follow ing:

● “Run Reports” ● “Run Reports”
● “Manage Dashboards” ● “Manage Dashboards”
● “View All Data” ● “View All Data”

Hidden Folders

Access Level Perm issions to Access Read-Only Perm issions to Access Read/Write
Folders Folders

Read Both of the follow ing: Both of the follow ing:

● “Run Reports” ● “Run Reports”
● “View All Data” ● “View All Data”

Write New All of the follow ing: All of the follow ing:
● “Run Reports” ● “Run Reports”
● “Manage Dashboards” ● “Manage Dashboards”
● “View All Data” ● “View All Data”

Modify/Delete All of the follow ing: All of the follow ing:

● “Run Reports” ● “Run Reports”
● “Manage Dashboards” ● “Manage Dashboards”
● “View All Data” ● “View All Data”

Shared Folders

Access Level Perm issions to Access Read-Only Perm issions to Access Read/Write
Folders Folders

Read “Run Reports” “Run Reports”

Write New All of the follow ing: Both of the follow ing:
● “Run Reports” ● “Run Reports”
● “Manage Dashboards” ● “Manage Dashboards”
● “View All Data”

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Modify/Delete All of the follow ing: All of the follow ing:

● “Run Reports” ● “Run Reports”
● “Manage Dashboards” ● “Manage Dashboards”
● “View All Data” ● “View All Data”

WHICH OF THE FOLLOWING STATEMENTS A RE TRUE CONCERNING EMA IL A CTIVATION?

Choose 2 answ ers.

A. THE EMA IL A CTIVATION FEA TURE REQUIRES THA T THE USER ENTER A N A CTIVATION CODE BEFORE LOGGING ONTO A
NEW COMPUT ER
B. THE EMA IL A CTIVATION FEA TURE CANNOT BE DISABLED
C. THE EMA IL A CTIVATION FEA TURE CA N BE DISABLED BY REQUEST TO SALESFORCE.COM SUPPORT
D. THE EMA IL A CTIVATION FEA TURE CA N BE DISABLED THROUGH THE UI
…
…
A. THE EMA IL A CTIVATION FEA TURE REQUIRES THA T THE USER ENTER A N A CTIVATION CODE BEFORE LOGGING ONTO A
NEW COMPUT ER
B. THE EMA IL A CTIVATION FEA TURE CANNOT BE DISABLED

In reality, Answer A should read as “the email activation feature requires that the user enter an activation code before logging
in FROM a new computer”, but this is probably too much to expect.

Answer B: I found no evidence that one can disable this feature. In fact, I found a few angry post s from customer s that were
unable to disable this feature, where some alternative solutions included setting up an inclusive IP range in the Trusted IP
Ranges ;-)

Answer C: I found no evidence in the online help or on the Internet to support this claim.

Answer D: I performed an exten sive search of the available options and did not find one to disable the email activation
process.

WHAT CA N USERS DO WHEN CHATTER FEED TRA CKING IS ENA BLED FOR DA SHBOA RDS?

Choose 2 answ ers.

A. FOLLOW FILES AND LINKS FOR A DASHBOA RD.
B. FOLLOW POSTS AND COMMENTS FOR A DASHBOA RD.
C. FOLLOW POSTS A ND COMMENTS FOR THE DA SHBOA RD SOURCE REPORTS.
D. A UTO-FOLLOW DASHBOARDS CREA TED BY THE USER.
…
…
A. FOLLOW FILES AND LINKS FOR A DASHBOA RD.
B. FOLLOW POSTS AND COMMENTS FOR A DASHBOA RD.

Rational:
● Answer A: I found some evidence to support this answer from the Winter 11 feature description below
● Answer B: Confirmed to be TRUE (kind of obvious)
● Answer C: Confirmed to be FALSE
○ I created a test report and used it in a test dashboard. I moved the test report to ‘my personal folder’. I logged
in Kathy Cooper and confirmed that she could see the dashboard, but could not see the report. While logged
in as Kathy Cooper, I followed the dashboard. While logged in as the Admin, I chatted a comment on the
report. While re-logged in as Kathy Cooper, I checked the chatter feeds and did NOT see the chat for the
source report.
● Answer D: Appears to be FALSE. See highlighted line in ‘Viewing Dashboard Chatter Feeds’ below.
View ing Dashboard Chatter Feeds

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

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User Perm issions Needed

To view dashboards: “Run Reports” AND access to dashboard folder

Display a Chatter feed of updates, comments, and posts about the dashboard. If Chatter isn't enabled, contact your administrator.
● Show or hide Chatter feeds using the Show Chatter and Hide Chatter links at the top of a feed.
● To view a single feed update, c lick the timestamp below the update, for example, Yesterday at 12:57 AM. To view the full
feed, above the update, click All Updates.

Follow ing Dashboards

If feed tracking is enabled for dashboards, you can view updates and field changes in the Chatter feed. You can also follow dashboards
and certain dashboard components. When you follow a dashboard, you automatically follow all eligible components.
Only metrics and gauges w ith conditional highlighting set are eligible for follow ing. When the dashboard is refreshed, if the value for a
follow ed component crosses a breakpoint, an alert is posted to your Chatter feed.

Note: Unlike other records, you don't auto-follow dashboards in Chatter after you create them.

● To follow a dashboard, click Follow . To stop follow ing, click Follow ing .
● The Follow ers list show s you w ho is follow ing the dashboard. To view a full list, clic k Show All.

Follow ing Dashboard Com ponents

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To view dashboards: “Run Reports” AND access to dashboard folder

If feed tracking is enabled for dashboards, you can view updates and field changes in the Chatter feed. You can also follow dashboards
and certain dashboard components. When you follow a dashboard, you automatically follow all eligible components. Follow ing
components isn't supported for dynamic dashboards.

Only metrics and gauges w ith conditional highlighting set are eligible for follow ing. When the dashboard is refreshed, if the value for a
follow ed component crosses a breakpoint, an alert is posted to your Chatter feed. If you don't see feeds on dashboards, as k your
administrator to enable them.

For example, to receive alerts w hen total sales for a gauge fall below a certain amount, set conditional highlighting on that component,
then follow it.

To follow a component:

1. Hover over a component to display the menu. To clear the hover menu, c lick an empty part of the screen.
2. Click Follow this Com ponent.

To stop follow ing a component, clic k and select Follow ing.

SNIP from the Winter ‘11 features description:

Files - You can easily upload, store, find, and follow Salesforce.com files ( Chatter files and Salesforce CRM Content) in the cloud using
the Files tab. Files are accessible from the All Files, My Files, Files in My Groups and Files in My Wor kspaces list views. Chatter files
and CRM Content Files are not the same but it looks like they are both using Content on the backend. The Files tab requires no
administration and can be used r ight aw ay how ever Salesforce CRM Content requires administrator setup and includes w orkspaces,
content packs, and content deliveries. Files are stored in fully searchable file repositories know n as w orkspaces. So just to recap,
Salesforce.com now includes Files, Content, Documents and Attachments.

● Next to the Home tab there is now a Chatter tab. This tab displays All Chatter (feed updates, including posts, status updates,
group updates, and record updates), To:Me (posts to your feed), People (people you follow ) and Groups (updates for groups
you are a member of).
● You can now enable follow ing for events, tasks, reports, and dashboards.
● Know ledge base users can now follow a published article if Salesforce Know ledge article types are enabled for Chatter.
● You can share a Chatter file on an existing record.

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● You can share private Files to Chatter feeds.

● You can add Chatter Topics to posts and comments to tag and categorize your updates. This is similar to Tw itter hashtags.
● Chatter now provides recommendations on Chatter Groups you should join.
● You can configure Salesforce.com to send you Chatter email digests from your groups.
● ISVs can now include Chatter in packaged applications.

ONCE SOLUTION CA TEGORY BROWSING HAS BEEN ENA BLED FOR AN ORG, A USER MUST HAV E WHAT PERMISSION TO
ADD A CATEGORY?

A. CREA TE ON SOLUTION
B. EDIT AND DELETE ON SOLUTION
C. EDIT ON SOLUTION
D. CREA TE A ND EDIT ON SOLUTION
E. MA NAGE CATEGORIES
…
…
E. MA NAGE CATEGORIES

I found no guidance for this Q&A in the SFDC documentation, so I went through the arduous process of:
1. Enabling Solution Category Browsing (Setup | App Setup | Cu stomize | Solutions | Solution Settings -> Turn on the
Browse Solutions section on the Solutions tab home page (Enable Solution Browsing)
2. Cloning the System Administrator Profile (CSAP)
3. Assigning Kathy Cooper to the CSAP
4. Logging in as Kathy Cooper and verifying that she can create categories, and then...
5. Iteratively removing permissions from the CSAP and logging in as Kathy Cooper to see what happens

Here is what I found:

● Unchecking ‘Manage Categories’ in the ‘Administrative Permissions’ section of the CSAP prevented Kathy from
being able to create categories.
● Checking ‘Manage Categories’ in ‘Administrative Permissions’ and removing all access from ‘Solutions’ in ‘Standard
Object Permissions’ section in the CSAP had NO EFFECT.
● Ergo, none of the original answers wa s correct, so I added Answer E. (Validated by Sergio Valle)

ADDING A N EMA IL FROM MICROSOFT OUTLOOK USING SALESFORCE OUTLOOK EDITION IS AN EXA MPLE OF WHA T TY PE
OF USA GE?

A. API
B. UI
…
…
A. API

THE ACCESS SETTINGS AVAILABLE WHEN SETTING ORGA NIZATION WIDE DEFA ULTS ARE:

Choose 2 answ ers.

A. PRIVATE, PUBLIC REA D ONLY, PUBLIC REA D WRITE, PUBLIC REA D WRITE TRA NSFER A ND CONTROLLED BY PA RENT
B. NOT USED TO CONTROL THE ABILITY TO CREATE OR DELETE RECORDS
C. A RE USED TO CONTROL THE ABILITY TO CREATE OR DELETE RECORDS
…
…
A. PRIVATE, PUBLIC REA D ONLY, PUBLIC REA D WRITE, PUBLIC REA D WRITE TRA NSFER A ND CONTROLLED BY PA RENT
B. NOT USED TO CONTROL THE ABILITY TO CREATE OR DELETE RECORDS

Here is a screen shot with all the available options on the organization-wide defaults (An swer A):

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Answer B is correct because the organization-wide settings are for cross-u ser access to data (i.e. private = only owner can
read/write, public read-only = everyone can read, public read/write = everyone can read/write, with ‘transfer’ for certain
objects and ‘controlled by parent’ for inheritance). These settings do not control if a user can create/delete records for an
object. That is in the profile.

WHEN A RECORD WAS CREA TED ON JULY 1ST, SET TO TRIGGER A WORKFLOW ON JULY 30TH, BUT WAS EDITED ON JULY
23RD TO NO LONGER MEET THE CRITERIA. WHAT WILL HA PPEN TO THE WORKFLOW?

A. PUT ON HOLD
B. REMOV ED FROM THE QUEUE
C. WORKFLOW WILL FIRE ON JULY 30TH
D. WORKFLOW WILL FIRE ON JULY 23RD
…
…
B. REMOV ED FROM THE QUEUE

Time-Dependent Action and Time Trigger Considerations

Available in: Enterprise, Unlim ited, Developer, and Database.com Editions

Leads are not available in Database.com

User Perm issions Needed

To define, edit, or delete tim e-dependent actions and time triggers: “Customize Application”

When creating time-dependent actions and time triggers for w orkflow rules, consider the follow ing:

Defining Time Triggers

● When defining a time trigger, use standard and custom date and date/time fields defined for the object. Spec ify time using
days and hours.
● You can add actions to existing time tr iggers.

Time Trigger Processing

● Time-dependent actions aren't executed independently. They're processed several times every hour, w here they're grouped
together and executed as a s ingle batch. Therefore, any triggers that fire as a result of those grouped actions are also
executed in a single batch. This behavior can cause you to exceed your Apex governor limits if you design your time-based
workflow in conjunction w ith Apex triggers.
● Salesforce evaluates time-based w orkflow on the organization's time zone, not the users'. Users in different time zones may
see differences in behavior.
● Salesforce does not necessarily execute time triggers in the order they appear on the w orkflow rule detail page. Wor kflow
rules list time triggers that use the Before field first, follow ed by time triggers that use the After field.

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● Salesforce does not display time-dependent action controls on the w orkflow rule edit page if you set the w orkflow rule
evaluation criteria to Every time a record is created or updated.
● If you change a date field that is referenced by an unfired time trigger in a w orkflow rule that has been evaluated, Salesforce
recalculates the unfired time triggers associated w ith the rule. For example, if a w orkflow rule is scheduled to alert the
opportunity ow ner seven days before the opportunity close date and the close date is set to 2/20/2011, Salesforce sends the
alert on 2/13/2011. If the close date is updated to 2/10/2011 and the time tr igger has not fired, Salesforce reschedules the
alert for 2/3/2011. If Salesforce recalculates the time tr iggers to a date in the past, Salesforce triggers the associated actions
shortly after you save the record.
● If a w orkflow rule has a time trigger set for a time in the past, Salesforce queues the associated time-dependent actions to
execute sometime w ithin the hour, depending on system usage. For example, if a w orkflow rule on opportunities is configured
to send an email alert seven days before the close date and you create an opportunity record w ith the close date set to today,
Salesforce sends the email alert w ithin four hours after you create the opportunity.
● Time-dependent actions remain in the w orkflow queue only as long as the w orkflow rule criteria are still valid. If a record no
longer matches the rule criteria, Salesforce removes the time-dependent actions queued for that record. For example, an
opportunity w orkflow rule may specify:
○ A criteria set to “ Opportunity: Status not equals to Closed Won, Closed Lost.”
○ An associated time-dependent action w ith a time tr igger set to seven days before the opportunity close date.
● If a record that matches the criter ia is created on July 1st and the Close Date is set to July 30th, the time-dependent action is
scheduled for July 23rd. How ever, if the opportunity is set to “ Closed Won” or “Closed Lost” before July 23rd, the time-
dependent action is automatically removed from the queue.
● Salesforce ignores time triggers that reference null fields.
● Time-dependent actions can automatically be queued again if the record is updated and the evaluation criteria is When a
record is created, or w hen a record is edited and did not previously meet the entry criteria. Using the previous example, if the
opportunity status is changed from Closed Lost to Pr ospecting and the w orkflow rule evaluation criteria is When a record is
created, or w hen a record is edited and did not prev iously meet the entry criteria, Salesforce reevaluates the time triggers and
adds the appropr iate actions to the w orkflow queue.
● Deleting a record that has pending actions removes the pending actions from the w orkflow queue. You cannot restore the
actions, even if you undelete the record.
● If the evaluation criteria is Only w hen a record is created, the w orkflow rule evaluates its time triggers only once. If the record
that fired the rule changes to no longer meet the evaluation criter ia, Salesforce removes the pending actions from the queue
and never reapplies the rule to the record.
● You can deactivate a w orkflow rule at any time. If the rule has pending actions in the w orkflow queue, editing the record that
triggered the rule removes the pending actions from the queue. If you don't edit the record, the pending actions are processed
even though the rule has been deactivated.
● Time-based w orkflow rules are not reevaluated if an Apex post trigger w hich is executed as a result of a w orkflow rule or
approval process updates a field so its value no longer meets the time-based w orkflow rule criteria.
● Configuring the Due Date to “Rule Tr igger Date” sets time triggers and w orkflow task due dates relative to w hen the w orkflow
rule evaluation criteria are met. For example, if the task due date is “ Rule Trigger Date plus 10 days” and the evaluation
criteria are met on January 1st, Salesforce sets the task due date to January 11th.
● You can add a new active w orkflow rule w ith time tr iggers in a changeset and deploy it. For an existing w orkflow rule in a
changeset, you can only change time triggers on a w orkflow rule in a changeset if it's inactive. The rule must be activated in
the destination organization manually or through another changeset that only activates w orkflow rules. For example, if you
have an inactive w orkflow rule in your destination organization and your changeset contains an active w orkflow rule w ith the
same name and new or different time triggers, the deploy ment w ill fail because it w ill activate the w orkflow rule first, then try to
add or remove time triggers.

Using Tim e-Dependent Workflow w ith Leads

● You can't convert a lead that has pending actions.
● If Validation and Triggers from Lead Convert is enabled, existing time-based w orkflow actions on leads aren't tr iggered dur ing
lead conversion.
● If a campaign member based on a lead is converted pr ior to the completion of time-based w orkflow actions associated w ith it,
Salesforce still performs the time-based w orkflow actions.

Lim itations
● Time triggers do not support minutes or seconds.
● Time triggers cannot reference the follow ing:
○ DA TE or DA TETIME fields containing automatically der ived functions, such as TODAY or NOW
○ For mula fields that inc lude related object merge fields
● Salesforce limits the number of time triggers an organization can execute per hour as follow s:
○ Enterprise Edition = 500

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○ Developer Edition = 50
○ Unlimited Edition = 1,000
● If an organization exceeds these limits, Salesforce defers the execution of the additional time triggers to the next hour. For
example, if an Unlimited Edition organization has 1,200 time triggers scheduled to execute betw een 4:00 PM and 5:00 PM,
Salesforce processes 1,000 time tr iggers betw een 4:00 PM and 5:00 PM and the remaining 200 time triggers betw een 5:00
PM and 6:00 PM.
● You can't archive a product or pr ice book that has pending actions.
● You can't add or remove time triggers if:
○ The w orkflow rule is active.
○ The w orkflow rule is deactivated but has pending actions in the queue.
○ The w orkflow rule trigger type is set to Every time a record is created or edited.
○ The w orkflow rule is included in a pac kage.

WHO CAN MA NUALLY SHA RE A RECORD? (SELECT ALL THAT A PPLY)

Choose 3 answ ers.

A. THE OWNER OF THE RECORD
B. ANY ONE ON THE ROLE HIERA RCHY, DIRECTLY BELOW THE OWNER OF THE RECORD
C. SYSTEM ADMINISTRA TOR PROFILE
D. A NYONE WITH MODIFY ALL DATA ON THEIR PROFILE
…
…
A. THE OWNER OF THE RECORD
C. SYSTEM ADMINISTRA TOR PROFILE
D. A NYONE WITH MODIFY ALL DATA ON THEIR PROFILE

Note that Answer B is clearly wrong, which makes this question a bit too easy, but in case there are more viable alternatives
in a test question, I suggest reading through the help text. Also, An swer C should ideally be written as ‘Users with the System
Administration Profile’.

Sharing Considerations
Your organization's sharing model gives users access to records they do not ow n. The sharing model is a complex relationship
betw een role hierarchies, user per missions, sharing rules, and exceptions for certain situations. Review the follow ing notes before
setting your shar ing model:

Exceptions to Role Hierarchy-based Sharing

Users can alw ays view and edit all data ow ned by or shared w ith users below them in the role hierarchy. Exceptions to this include:
● An option on your organization-w ide default allow s you to ignore the hierarchies w hen deter mining access to data. For more
information on this setting, see Controlling Access Using Hierarchies.
● Contacts that are not linked to an account are alw ays private. Only the ow ner of the contact and administrators can view it.
Contact sharing rules do not apply to private contacts.
● Notes and attachments mar ked as private via the Private checkbox are accessible only to the person w ho attached them and
administrators.
● Events mar ked as pr ivate via the Private checkbox are accessible only by the event ow ner. Other users cannot see the event
details w hen view ing the event ow ner’s calendar. How ever, users w ith the “View All Data” or “ Modify All Data” per mission can
see private event details in reports and searches, or w hen view ing other users’ calendars.
● Users above a record ow ner in the role hierarchy can only view or edit the record ow ner’s records if they have the “ Read” or
“Edit” object per mission for the type of record

Deleting Records
● The ability to delete individual records is controlled by administrators, the record ow ner, users in a role hierarchy above the
record ow ner, and any user that has been granted “Full Access.”
● If the shar ing model is set to Public Read/Write/Transfer for cases or leads or Public Full Access for campaigns, any user can
delete those types of records.

Adding Related Items to a Record

● You must have “ Read/Write” access to a record to be able to add notes or attachments to the record.
● You must have at least “Read” access to a record to be able to add activities or other associated records to it.

Adding or Removing Sharing Access Manually

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● The ability to manually extend the sharing access of individual records is controlled by administrators, the record ow ner, users
in a role hierarchy above the record ow ner, and any user that has been granted “Full Access.” See Sharing Accounts, Sharing
Campaigns, Sharing Contacts, Sharing Opportunities, Sharing Cases, and Sharing Leads.
● Changing your shar ing model deletes any manual shares your users have created.

User Perm issions and Object-Level Perm issions

While your shar ing model controls visibility to records, user per missions and object-level per missions control w hat users can do to
those records.
● Regardless of the sharing settings, users must have the appropriate object-level per missions. For example, if you share an
account, those users can only see the account if they have the “ Read” per mission on accounts. Likew ise, users who have the
“Edit” per mission on contacts may still not be able to edit contacts they do not ow n if they are w orking in a Pr ivate sharing
model.
● Administrators, and users w ith the “View All Data” or “ Modify All Data” per missions, have access to view or edit all data.

Account Sharing
● To restrict users’ access to records they do not ow n that are associated w ith accounts they do ow n, set the appropr iate
access level on the role. For example, you can restrict a user's access to opportunities they do not ow n yet are associated
w ith accounts they do ow n using the Opportunity Access option.
● Regardless of the organization-w ide defaults, users can, at a minimum, view the accounts in their territories. Also, users can
be granted access to view and edit the contacts, opportunities, and cases associated w ith their territories' accounts.

Apex Sharing
● You can't change the organization-w ide default settings from pr ivate to public for a custom object if an Apex script uses the
sharing entries associated w ith that object. For example, if a script retrieves the users and groups w ho have sharing access
on a custom object Invoice__c (represented as Invoice__share in the code), you can't change the object's organization-w ide
sharing setting from private to public.

Cam paign Sharing

● In Enterprise, Unlimited, and Developer Editions, designate all users as Mar keting Users w hen enabling campaign shar ing.
This simplifies administration and troubleshooting because access can be controlled using sharing and profiles.

Note: Professional Edition customers cannot manage users this w ay because custom profiles are not enabled in Pr ofessional Edition
organizations.

● To segment visibility betw een business units w hile maintaining existing behavior w ithin a business unit:
a. Set the campaign organization-w ide default to Private.
b. Create a shar ing rule to grant marketing users Public Full Access to all campaigns ow ned by users w ithin their
business unit.
c. Create a shar ing rule to grant all non- marketing users in a business unit Read Only access to all campaigns ow ned
by users in their business unit.
● When a single user, such as a regional marketing manager, ow ns multiple campaigns and needs to segment v isibility
betw een business units, share campaigns individually instead of using sharing rules. Sharing rules apply to all campaigns
ow ned by a user and do not allow segmenting visibility.
● Create all campaign shar ing rules prior to changing your organization-w ide default to reduce the affect the change has on
your users.
● To share all campaigns in your organization w ith a group of users or a specific role, create a shar ing rule that applies to
campaigns ow ned by members of the “ Entire Organization” public group.
● Minimize the number of sharing rules you need to create by using the “ Roles and Subordinates” option instead of choosing a
specific role.
● If campaign hierarchy statistics are added to the page layout, a user can see aggregate data for a parent campaign and all the
campaigns below it in the hierarchy regardless of w hether that user has sharing r ights to a particular campaign w ithin the
hierarchy. Therefore, consider your organization's campaign shar ing settings w hen enabling campaign hierarchy statistics. If
you do not w ant users to see aggregate hierarchy data, remove any or all of the campaign hierarchy statistics fields from the
Campaign Hierarchy related list. These fields w ill still be available for reporting purposes. For more infor mation, see View ing
Campaign Hierarchy Statistics.
● If the shar ing model is set to Public Full Access for campaigns, any user can delete those types of records.

Cam paign Mem ber Sharing

Campaign member sharing is controlled by campaign sharing rules. Users that can see a campaign can also see associated campaign
members.

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Contact Sharing
● The organization-w ide sharing default for contacts is not available to organizations that have person accounts enabled.
● If your organization-w ide default for contacts is set to Controlled by Parent, theContact Access options are not available w hen
sharing related records like accounts; instead, all access to contacts is deter mined by the user's access to the contact's
account.

Price Book Sharing

● Sharing on price books controls w hether users can add the price book and its products to opportunities.
● User per missions control w hether users can view , create, edit, and delete price books.

WHEN A LEA D FAILS TO BE CREA TED THROUGH WEB TO LEA D DUE TO A VALIDA TION RULE THE ERROR MESSA GES GET
SENT TO:

A. IT DOES NOT GENERA TE AN ERROR MESSAGE

B. THE LEA D ASSIGNMENT CREA TOR
C. THE DEFA ULT LEA D CREA TOR
…
…
C. THE DEFA ULT LEA D CREA TOR

Confirmed via experimentation.

Capturing Web Leads

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

User Per missions Needed

To set up Web-to-Lead: “Customize Application”

With Web-to-Lead, you can gather infor mation from your company’s w ebsite and automatically generate up to 500 new leads a day.

Your company may already have a registration or other type of page w here users enter their contact infor mation. You may also want to
create a jump page w here prospects respond to a campaign. With a little extra HTML code, you can redirect that infor mation to
Salesforce to create new leads.

See Pr eparing to Set Up Web-to-Lead for the steps to prepare for setting up Web-to-Lead.
See Setting Up Web-to-Lead for the steps to set up Web-to-Lead.

Preparing to Set Up Web-to-Lead

Available in: Group, Professional, Enterprise, Unlim ited, and DeveloperEditions

User Per missions Needed

To set up Web-to-Lead: “Customize Application”

Before setting up Web-to-Lead, you need to:

● Create custom lead fields, if needed, and specify how they’ll map to custom account, contact, and opportunity fields during
lead conversion. See About Custom Fields and Mapping Custom Lead Fields.
● Edit the Lead Status picklist to set the default status for new and converted leads. See Updating Picklists.
● Create public email templates for the automated notification email that w ill be sent to prospects upon submission of each w eb
lead. If you plan to set up email response rules to use different email templates depending on the infor mation submitted,
create one default template to send w hen none of your response rules apply. (see Managing Email Templates and Setting Up
Auto-Response Rules).

Note: Auto-response rules are not available in Group Edition.

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● Create lead queues if you w ish to assign incoming leads to queues (see Managing Queues).
● Customize the Lead Settings to select the default ow ner of leads that fail to meet the criteria in your assignment rule (see
Customizing Lead Settings).
● Create an active lead assignment rule to deter mine how w eb-generated leads are assigned to multiple users or queues (see
Managing Assignment Rules). If you do not set an active assignment rule, all w eb-generated leads are assigned to the default
ow ner you specify in the Lead Settings.

Setting Up Web-to-Lead

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

User Per missions Needed

To set up Web-to-Lead: “Customize Application”

To set up Web-to-Lead:
1. Click Your Nam e | Setup | Custom ize | Leads | Web-to-Lead.
2. Click Edit to enable or modify the follow ing Web-to-Lead settings:

Web-to- Description
Lead
Setting

Web-to- Enables Web-to-Lead.

Lead
Enabled

Default The user w ho w ill be listed as the creator of online leads and w ho w ill appear as the sender of email
Lead responses. This user must have the System Administrator profile or the “ Modify All Data” and “Send
Creator Email” per missions.

Default The default response template to use for the email response that is automatically sent to prospects
Response when they submit an online lead.
Template
If you set up response rules to use different email templates based on the information submitted,
the default response template is used w hen no auto-response rules apply. Leave this option blank if
you do not w ish to send emails w hen no response rules apply. This template must be marked as
“Available for Use.”

Note: Auto-response rules are not available in Group Edition.

1. Click Save.
2. To create a Web-to-Lead for m, click Create Web-to-Lead Form on the Web-to-Lead Setup page.
3. Select fields to include on your Web-to-Lead form. Use the Add and Remove arrows to move fields betw een the Available
Fields list and the Selected Fields list, and use the Up and Dow n arrow s to change the order of the fields on your form.
○ Select the Campaign field (and optionally, the Campaign Member Status field) if you are us ing Web-to-Lead as part
of a campaign.
○ For organizations using multiple currencies, add the Lead Currency field if you add currency amount fields, otherw ise
all amounts w ill be captured in your corporate currency.
○ Use a custom multi-select picklist to allow potential customers to express interest in several products.
○ For organizations using lead record types, select the Lead Record Type field if you w ant users to select a record type
for Web-generated leads.
4. If your organization uses the Translation Workbench or has renamed tabs, select the language for the for m labels displayed
on your Web-to-Lead form. The source of your Web-to-Lead form is alw ays in your personal language.
5. Specify the complete URL to w hich users should be directed after they submit their infor mation—for example, your company's
home page for a thank you page—and clickGenerate.
6. Copy the generated HTML code and provide it to your company's w ebmaster to incorporate into your w ebsite.
7. Click Finished.

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To test the Web-to-Lead for m, add the line <input type="hidden" name="debug" value="1"> to your code. This line redirects you to a
debugging page w hen you submit the for m. Remove this line before releasing the Web-to-Lead page to your w ebsite.
Leads generated from your w ebsite are initially mar ked w ith the “default status” specified by the Lead Status picklist. For Web leads
generated as part of a campaign, the member status of the new leads is set to the Member Status value specified in the form, or to the
“default” member status if the Member Status field is not included in the for m.
In addition, new leads are marked as “ Unread,” and are changed to “ Read” w hen view ed or edited by the lead ow ner. Users can select
the My Unread Leads list view to quickly locate their new leads.

Note
● The format for date and currency fields captured online is taken from your organization’s default settings - Default Locale and
Currency Locale.
● The daily limit for Web-to-Lead requests is 500. If your organization exceeds its daily Web-to-Lead limit, the Default Lead
Creator (specified in the Web-to-Lead setup page) receives an email containing the additional lead information. See How
many leads can w e capture from our w ebsite? for additional information on Web-to-Lead limits.
● If a new lead cannot be generated due to errors in your Web-to-Lead setup, Customer Support is notified of the problem so
that w e can help you correct it.
● Salesforce runs field validation rules before creating records submitted via Web-to-Lead and only creates records that have
valid values. Through experimentation, I discovered that if a lead cannot be created due to a validation error, the
Admin gets an email with the details of the error and all of the web-to-lead data that was captured.
● All universally required fields must have a value before a record can be created via Web-to-Lead.

Validation Rule Considerations

Available in: Contact Manager, Group, Professional, Enterprise, Unlim ited, Developer, and
Datab ase.com Editions

Validation rules verify that the data a user enters in a record meets the standards you specify before the user can save the recor d. A
validation rule can contain a formula or expression that evaluates the data in one or more fields and returns a value of “True” or “False.”
Validation rules also include an error message to display to the user w hen the rule returns a value of “True” due to an invalid value.
Rev iew the follow ing implementation notes and best practices before implementing validation rules in your organization.

Im plem entation Notes

● It isn't necessary to begin your validation rule for mula w ith an IF function. Any Boolean error condition expression w orks. For
example:
○ Correct: CloseDate < TODAY()
○ Incorrect: IF( CloseDate < TODAY(), TRUE, FALSE)
● Validation formulas can't reference merge fields for auto number or compound addr ess fields like Mailing Address. How ever,
merge fields for individual address fields, such as Billing City, can be used in validation formulas.
● Validation rules can't refer to compound fields. Examples of compound fields include addresses, first and last names,
dependent picklists, and dependent lookups..
● Validation formulas can't reference campaign statistic fields, including statistics for individual campaigns and campaign
hierarchies. For a list of fields that can't be used in validation formulas, see Campaign Fields.
● When one validation rule fails, Salesforce continues to chec k any additional validation rules on that field or any other field on
the page and displays all appropriate error messages at once.
● The detail page of a custom activ ity field doesn't list associated validation rules.
● If validation rules exist for activities and you create an activity during lead conversion, the lead converts but a task isn't
created.
● Validation rules are only enforced during lead conversion if validation and triggers for lead conversion are enabled in your
organization.
● Campaign hierarchies ignore validation rules.
● Salesforce runs validation rules before creating records submitted via Web-to-Lead and Web-to- Case, and only creates
records that have valid values.
● The Data Loader and the Force.com A PI version 7 and later run validation rules.
● Salesforce runs validation rules on records before they are imported. Records that fail validation aren't imported. Consider
deactivating the appropriate validation rules before running an import if they affect the records you are importing.
● Because updates to records based on workflow rules don't trigger validation rules, workflow rules can invalidate
previously valid fields.
● When defining validation rules, you can set the error location to Top of Page or Field. If the error location is set to a field that is
later deleted or a field that is read only or not visible on the page layout, Salesforce automatically changes the error location to
Top of Page.

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● An “Invalid For mula” error displays if your formula has a run-time error such as division by zero.
● You cann't create validation rules for relationship group members.
● If a lookup field references a record that is deleted, Salesforce sets the lookup field to null, and does not run any Apex
triggers, validation rules, w orkflow rules, or roll-up summary fields.
● When a validation rule contains the BEGINS or CONTAINS functions, it processes blank fields as valid. For example, if you
have a validation rule that tests to see if the serial number of an asset begins w ith “3,” all assets that have a blank serial
number are considered valid.
● Some merge fields display as radio buttons but function like pic klist fields w hen referenced in a formula. Use the values
“Read,” “ Edit,” and “ None” w hen referencing the follow ing merge fields in a formula:
○ $User Role.CaseAccessForAccountOw ner
○ $User Role.OpportunityAccessForAccountOw ner
○ CaseAccessLevel (on Territory)
○ OpportunityAccessLevel (on Territory)
● Use the values “Read,” “ Edit,” and “All” w hen referencing the follow ing merge fields in a for mula:
○ AccountAccessLevel (on Territory)
● Because roll-up summary fields aren't displayed on edit pages, you can use them in your validation rule but not as the error
location.
● Validation rules don't run on multiple records updated after a change owner or mass transfer. However, changing an
owner of a single record does run validation rules.

Tip: Salesforce processes any rules in the follow ing order:

1. Validation rules
2. Assignment rules
3. Auto-response rules
4. Workflow rules (w ith immediate actions)
5. Escalation rules

Acronym = VAsAuWE

Workflow field updates that run based on an approval process or time-dependent action do not trigger any rules.

Lookup Filters vs. Validation Rules

Validation rules and lookup filters achieve similar ends, but offer different advantages. Use a lookup filter if:
● You w ant to improve user efficiency by limiting the number of available options in a lookup search dialog.
● You w ant to improve user efficiency by automating filters on lookup search dialogs that your users manually set.
Use a validation rule if:
● You're close to the maximum number of lookup filters allow ed.
● You must implement a complex business rule that requires you to use a formula. For mulas can reference fields that basic filter
criteria can't reference, such as fields on the parent of the source object. For mulas can also use functions. For example, use
ISNEW if the rule should only apply on record creation, or ISCHA NGED if the rule should apply w hen a field changes.

Best Practices
● When creating validation rules, consider all the settings in your organization that can make a record fail validation such as
assignment rules, field updates, field-level security, or fields hidden on a page layout.
● Be careful not to create tw o contradicting validation rules for the same field; otherw ise, users w on't be able to save the record.
● A poorly designed validation rule can prevent users from saving valid data. Make sure you thoroughly test a validation rule
before activating it. Users w ill never be able to save a record if your formula alw ays returns a “True” value.
● Because validation rules run on the Self-Service portal, make sure your validation rules don't prevent Self-Service users from
creating cases.
● Write helpful error messages:
● Alw ays include the field label. Users may not know w hat field is failing validation, especially if your error message is located
at the top of the page.
● Give instructions. An error message like “invalid entry” doesn't tell them w hat type of entry is valid. Use an error message
like "Close Date must be after today."
● If appropriate, translate your error messages. If users in your organization speak different languages, translate your error
messages using the Translation Workbench. See Setting Up the Translation Wor kbench.
● Assign error num bers to validation rules and error messages. This allow s you to identify the source of the error.
● Consider w hat fields are visible and editable for users on their page layouts due to field-level security. Fields that aren't visible
or editable for the user are still available in the formula for a validation rule and can cause a validation error. If the error

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message is designed to display next to a hidden field, it w ill display at the top of the page. For such fields, consider adding a
default value to automatically populate the field w ith a valid value since users w on't be able to edit the field to correct any
validation errors. See Defining Default Field Values.
● Use the record type ID merge field in your for mula to apply different validation for different record types. For information about
merge fields, see Merge Fields Overview .
● If person accounts are enabled for your organization:
○ To define a validation rule that applies only to person accounts, use the Is PersonAccount merge field.
○ You must handle person account names and business account names separately in account validation rules. For
business accounts, use the Name merge field. For person accounts, use the FirstName andLastName merge fields.
○ 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 w ill be
processed as if those fields have blank values.
● When using a validation rule to ensure that a number field contains a specific value, use the ISNULL function to include fields
that do not contain any value. For example, to validate that a custom field contains a value of '1,' use the follow ing validation
rule to display an error if the field is blank or any other number:

OR( ISNULL(field__c), field__c<>1)

● Simplify your validation for mulas by using checkbox fields, w hich don't require any operator because they return true or false.
For example, the follow ing validation for mula checks to be sure an opportunity has opportunity products using the
Has OpportunityLineItem merge field before users can save a change to it:

NOT(OR( ISNEW(),HasOpportunityLineItem))

● When referencing related fields in your validation for mula, make sure those objects are deployed.
● Check the Debug Log to monitor details of the start and completion of each validation rule evaluated.
● You can still validate the values of encrypted fields using validation rules or Apex. Both w ork regardless of w hether the user
has the “View Encrypted Data” per mission. Data for encrypted fields in the debug log is mas ked.

A SYSTEM A DMINISTRATOR NEEDS TO RESTRICT USERS ABILITY TO V IEW A DASHBOA RD. HOW CAN THIS BE
ACCOMPLISHED?

Choose 2 answ ers.

A. RESTRICT THE ACCESS TO THE FOLDER THA T THE SOURCE REPORT IS LOCA TED
B. CREA TE A SHARING RULE TO RESTRICT THE A CCESS
C. EDIT THE DASHBOA RD PROPERTIES TO SAV E IT IN A FOLDER THA T IS ACCESSIBLE TO ONLY CERTA IN PEOPLE
D. RESTRICT THE A CCESS TO THE FOLDER THAT THE DASHBOARD IS LOCA TED
…
…
C. EDIT THE DASHBOA RD PROPERTIES TO SAV E IT IN A FOLDER THA T IS ACCESSIBLE TO ONLY CERTA IN PEOPLE
D. RESTRICT THE A CCESS TO THE FOLDER THAT THE DASHBOARD IS LOCA TED

Dashboards Overview

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

A dashboard show s data from source reports as visual components, w hich can be charts, gauges, tables, metrics, or Visualforce
pages. They provide a snapshot of key metrics and performance indicators for your organization. Each dashboard can have up to 20
components. Administrators control access to dashboards by storing them in folders w ith certain visibility settings. Dashboard folders
can be public, hidden, or restricted to groups, roles, or territories. If you have access to a folder, you can view its dashboards. To view a
dashboard component, users need access to the folder for the underlying source report. Follow a dashboard to get updates about the
dashboard posted to your feed.

Dashboard filters let view ers choose w hich data to display on a dashboard using a drop-dow n menu. You no longer have to clone the
dashboard and all the under lying filtered reports for each subset of data; instead, you can use a single dashboard w ith one set of
source reports to serve a w ide audience. Each dashboard filter is based on a single field and can have up to 10 options defined by
operator and value. Contact salesforce.com if you w ant to increase this limit.

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Note: Dashboards in Group Edition organizations are read-only. Users can't create, edit, or delete dashboards or dashboard
components. Additional dynamic dashboards and scheduled dashboards may be available for purchase. Contact your salesforce.com
representative for infor mation.

Displaying the Dashboards Tab

In Salesforce, the Dashboards tab displays automatically for all organizations using Group, Pr ofessional, Enterpr ise, Unlimited, and
Developer Editions. If your Dashboards tab is not visible, customize your display to show it.
In the Salesforce Mobile client application, the Dashboards tab displays if your Salesforce administrator has added the tab to your
mobile configuration.

WHICH TY PE OF FILE CA N BE A CCESSED FROM THE FILES TAB?

Choose 3 answ ers.

A. FILES A TTA CHED TO A CHA TTER GROUP POST
B. FILES IN CONTENT WORKSPA CES
C. FILES ATTA CHED TO A CHA TTER PROFILE POST
D. FILES UPLOA DED TO THE DOCUMENTS TAB
E. FILES UPLOADED TO THE SOLUTIONS TAB
…
…
A. FILES A TTA CHED TO A CHA TTER GROUP POST
B. FILES IN CONTENT WORKSPA CES (e.g. Salesforce CRM)
C. FILES ATTA CHED TO A CHA TTER PROFILE POST

Answer D (document s tab) is clearly contradicted by the help-text below. An swer E ( solutions tab) is not viable because the
solutions tab is not a repository for files. It is a repository for solutions, which are outside the scope of the Files Tab.

Overview of Uploading and Sharing Files

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

Upload and share files from:

• The Home page
• The Files page
• The Files Shared w ith list on a group
• The Files Ow ned by list on a profile

All file types are supported, including everything from Microsoft® Pow erPoint presentations and Excel spreadsheets, to Adobe® PDFs,
image files, audio files, and video files. Files up to 2 GB can be uploaded by default. How ever, your maximum file size is deter mined by
your organization.

The Files Page

When you upload files, they’re added to MY FIL ES and Files I Ow n on the Files page. Files you upload from the Files page are
automatically uploaded as pr ivate. You ow n files you upload.

Files are also automatically added to the Files page by:

• Attaching a file to a Chatter feed.
• Uploading files to Salesforce CRM Content personal and shared libraries.
• Creating content packs or uploading Web links in Salesforce CRM Content.
The Files list doesn't include:
• Documents from the Documents tab.
• Attachments from the Notes and Attachments related list.

Files Overview

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

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Note: The name “w orkspace” has changed. The new name is “library” unless your administrator has changed the name. We haven't
changed how it w orks—just made the name easier to understand.

Note: Microsoft Office 2007 file preview s are currently available through a pilot program.

You can easily upload, store, find, follow , share, and collaborate on Salesforce files in the cloud us ing the Files page. This includes files
you ow n or have access to from Chatter, Salesforce CRM Content, and files posted toChatter feeds. All file types, up to 100 MB, are
supported, including everything from Microsoft® Pow erPoint presentations and Excel spreadsheets, to Adobe® PDFs, image files,
audio files, and video files. All files you ow n and have access to are available to shar e or attach to posts on Chatter feeds.

Files are automatically added to the Files list when:

● You upload a file.
● You or someone else attaches a file to a Chatter feed. This includes files attached to all public groups, w hether you're a
member or not, and private groups you're a member of, but not pr ivate groups you're not a member of.
● Someone else shares a file privately w ith you using the Sharing dialog box.
● You upload a file to a Salesforce CRM Content library.
● Someone else uploads a file to a library you're a member of.
● You or someone else creates a content pac k or uploads a Web link in Salesforce CRM Content. You only see files from
content packs and Web links you have access to.

On the Files page:

● See all the files you ow n or have access to and clic k a specific filter on the s idebar to see a certain group of files:
○ All Files shows all files you ow n and have access to.
○ Recently Viewed shows the most recent files you've view ed.
○ MY FIL ES show s all of the files you ow n, files shared w ith you, and files you follow .
○ Files I Ow n shows all the files you ow n.
○ Files Shared w ith Me shows all files that have been shared w ith you either by a pr ivate share or a public post to your
profile.
○ Files I Follow show s all the files you're follow ing.
○ FIL ES IN MY GROUPS show s all files you or other people attached to groups you're a member of.
○ FIL ES IN MY LIBRARIES show s all files you and other people uploaded to libraries you're a member of and all files
you uploaded to your personal library.
● Search for files using specific filters and by typing ter ms in the Files search box, or the search box at the top of the page. You
can search by file name, description, ow ner, type, or w ithin the file's text. The search results are filtered based on the ter ms
entered.
● Click Up load a File to upload a private file or upload and share the file w ith people, groups, or via a file link. You ow n files you
upload.
● Click the Preview icon next to a file. Preview lets you see the file w ithout dow nloading it.
● Click to follow and receive updates about a file in the Chatter feed. Click next to the file you're follow ing to stop
receiving updates about the file.
● Click to dow nload, upload a new version, share w ith people, groups, or via link, and see shar ing settings.
● Click a file name to view the file detail page. You can view detail pages for all files, but you'll only see updates in the Chatter
feed for files you follow .
● Click a file ow ner's name to see his or her profile.

To learn w ho can perform w hich actions on a file, see File Sharing Settings and Per missions.

Note:
● For more information about Chatter files and Salesforce CRM Content files, see What is the difference betw een Files,
Salesforce CRM Content, Salesforce Know ledge, and Documents?
● Not all files can be preview ed, such as copy-protected PDFs, unknow n file types, and any file larger than 25 MB. For files that
can't be prev iew ed, the Preview option isn't available on feeds or list view s, and files appear as generic file type icons in the
feed. Some Microsoft Office 2007 features don't display correctly in preview s.

A SYSTEM A DMINISTRATOR IS PERFORMING MA INTENA NCE ON THE SYSTEM A ND IS INSERTING NEW RECORDS. HE
ACCIDENTALLY PERFORMS A N UPLOA D WITH THE INCORRECT INFORMATION. WHA T OPTIONS DOES THE SYSTEM
ADMINISTRATOR HAV E?

Choose 2 answ ers.

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A. MASS DELETE WITH THE MA SS DELETE WIZARD

B. DELETE THE RECORDS WITH THE IMPORT WIZARD
C. DELETE THE RECORDS WITH THE DATA LOA DER
D. DELETE THE RECORDS WITH THE MICROSOFT OUTLOOK PLUGIN
…
…
A. MASS DELETE WITH THE MA SS DELETE WIZARD
C. DELETE THE RECORDS WITH THE DATA LOA DER

Mass Delete Records (Wizard)

Mass Delete Accounts

Delete multiple accounts at one time

Mass Delete Leads

Delete multiple leads at one time

Mass Delete Activities

Delete multiple activities at one time

Mass Delete Contacts

Delete multiple contacts at one time

Mass Delete Cases

Delete multiple cases at one time

Mass Delete Solutions

Delete multiple solutions at one time

Mass Delete Products

Delete multiple products at one time

Data Loader Setup

The Data Loader is a client application for the bulk import or export of data. Use it to insert, update, delete, or extract salesforce.com
records.

The Apex Data Loader can move data into or out of any type of salesforce.com record, including opportunities and custom objects.

When importing data, it reads, extracts, and loads data from comma separated values ( CSV) files. When exporting data, it outputs CSV
files.

WHAT MUST A N A DMINISTRATOR DO TO ENA BLE ADVANCED CURRENCY MA NAGEMENT FOR AN ORGA NIZATION?

A. PURCHA SE UNLIMITED EDITION LICENSES

B. REQUEST A FEA TURE LICENSE FROM SALESFORCE.COM
C. ENABLE CUSTOMIZABLE FORECA STING
D. ENABLE MULTIPLE CURRENCIES
…
…
D. ENABLE MULTIPLE CURRENCIES

(Note: Answer C is som ething that needs to be done in advance of enabling a custom fiscal year)

About Advanced Currency Management

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

User Per missions Needed

To enable advanced currency m anagement: “Customize Application”

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To view currencies: “View Setup and Configuration”

To change currencies: “Customize Application”

Advanced currency management allows you to manage dated exchange rates w ithin opportunities using Salesforce. Dated exchange
rates allow you to map a conversion rate to a specific date range. For example, the exchange rate on January 1 w as 1 USD to 1.39
AUD, but on February 1, it changed to 1 USD to 1.42 A UD. Your opportunities that closed betw een January 1 and February 1 us e the
first exchange rate (1 = 1.39), w hile opportunities that closed after February 1 used the second exchange rate (1 = 1.42).

Dated exchange rates are defined using a start date and a conversion rate. Each rate is in effect until either the end of time or the day
before the next start date for that currency. The time betw een on start date and the next start date is called the exchange rate date
range. These ranges can be as s mall as a day and as large as all of time.

To enable or disable advanced currency management, see Enabling or Disabling Advanced Currency Management.

When advanced currency management is first enabled, your existing exchange rates automatically become the first set of dated
exchange rates. These rates w ill be valid for all time, until you define another set of exchange rates. For more information, see Editing
Dated Exchange Rates.

If you disable advanced currency management, all currency conversions w ill use the static conversion rate. See Editing Conversion
Rates.

Advanced Currency Managem ent Considerations

● Dated exchange rates are used for opportunities, opportunity products, opportunity product schedules, campaign opportunity
fields, and reports related to these objects and fields. Dated exchange rates are not used in forecasting, currency fields in
other objects, or currency fields in other types of reports.
● Organizations w ith advanced currency management support roll-up summary fields betw een tw o advanced currency
management objects. For example, roll-up summary fields are supported from an opportunity line object to its opportunity
object, because both are advanced currency management enabled. How ever, if you enable advanced currency management,
you cannot create roll-up summary fields that calculate currency on the opportunity object rolling up to the account object. All
existing currency-related roll-up summary fields on the opportunity object are disabled and their values are no longer
calculated. If your organization enables advanced currency management, you should delete any currency roll-up summary
fields using opportunities and accounts or opportunities and custom objects.
● Campaign opportunity fields use dated exchange rates w hen calculating the amount in the campaign currency, but are not
used w hen converting those amounts to the user currency.
● Cross-object for mulas alw ays use the static conversion rate for currency conversion.
● If advanced currency management is enabled, you can't bind Visualforce pages that use <apex:inputField> or
<apex:outputField> components to currency fields that support advanced currency management.

En abling or Disabling Advanced Currency Management

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions.

User Per missions Needed

To enable advanced currency m anagement: “Customize Application”

To enable advanced currency management:

1. Enable multiple currencies for your organization. For more information, see M anaging M ultiple Currencies.
2. Click Your Nam e | Setup | Com pany Profile | Manage Currencies.
3. Click Enable.
4. When prompted, select Yes, I w ant to enable Advanced Currency Management and click Enable.

When advanced currency management is first enabled, your existing exchange rates automatically become the first set of dated
exchange rates. These rates w ill be valid for all time, until you define another set of exchange rates.

To disable advanced currency management:

1. Click Your Nam e | Setup | Com pany Profile | Manage Currencies.
2. Click Disable.
3. When prompted, select Yes, I w ant to disable Advanced Currency Management and c lick Disable.

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If you disable advanced currency management, all currency conversions w ill use the static conversion rate. See Editing Conversion
Rates.

When advanced currency management is enabled, Visualforce <apex:inputField> and <apex:outputField> components cannot display
currency fields.

WHAT IS THE MAXIMUM NUMBER OF RECORDS THA T RETURN IN A REPORT WITHOUT EXPORTING THE RESULTS?

A. 65000
B. 2000
C. 3000
D. 1000
…
…
B. 2000

1 Off-peak hours are betw een 6pm and 3am local time.

The follow ing analytics limits apply to all supported editions.

Report Lim its

● The report builder preview show s a maximum of 20 row s for summary and matr ix reports, and 50 row s for tabular.
● You can't have more than 250 groups or 4,000 values in a chart. If you see an error message saying that your chart has too
many groups or values to plot, adjust the report filters to reduce the number. In combination charts, all groups and values
count against the total.
● Reports display a maximum of 2,000 rows. To view all the rows, export the report to Excel or use the printable view for tabular
and summary reports.
○ Summary and matrix reports display the first 2,000 groupings w hen Show Details is disabled.
○ Matrix reports display a maximum of 400,000 summar ized values.
○ Matrix reports display a maximum of 2,000 groupings in the vertical axis w hen Show Details is disabled. If there are more
than 400,000 summarized values, row s are removed until the 2,000 groupings limit is met, then columns are removed
until the number of summarized values moves below 400,000.

Dashboard Lim its

● Each dashboard can have up to 20 components.
● A dashboard table or chart can display up to 20 photos.
● You must w ait at least one minute betw een dashboard refreshes.

Report Type Lim its

● A custom report type can contain up to 60 object references. For example, if you select the maximum limit of four object
relationships for a report type, then you could select fields via lookup from an additional 56 objects. How ever, users w ill
receive an error message if they run a report from a custom r eport type and the report contains columns from more than 20
different objects.
● You can add up to 1000 fields to each custom report type.

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Analytic Sn apshot Lim its

● The maximum number of row s you can insert into a custom object is 2,000.
● The maximum number of runs you can store is 200.
● The maximum number of source report columns you can map to target fields is 100.

CHA NGING THE DA TA TY PE OF AN EXISTING CUSTOM FIELD CA N CA USE DATA LOSS IN WHICH FOLLOWING SITUATIONS?

Choose 2 answ ers.

A. SAVING A RECORD
B. MASS EXPORTING DA TA
C. CHA NGING TO OR FROM TY PE DATE OR DATE/TIME
D. CHA NGING TO A CURRENCY FROM ANY OTHER TY PE
…
…
C. CHA NGING TO OR FROM TY PE DATE OR DATE/TIME
D. CHA NGING TO A CURRENCY FROM ANY OTHER TY PE

Here are the data type conversions that are okay - everything else is not okay:
● Picklist TO M ulti-Select Picklist
○ Defined picklist values are retained for picklist -> multi-select picklist
● Picklist TO Checkbox, provided you map which picklist values map to checked or unchecked
● Picklist TO/FROM Text
● Text TO/FROM Autonumber, provided text is less than of equal to 30 characters
● Text Area (Long) TO Email, Phone, Text, Text Area or URL, with the caveat that your record is truncated to the first
255 characters
● Text Area (Rich) TO Text Area (Long), with the caveat that any images are deleted the next time the new Text Area
(Long) field is saved.
● Master-Detail TO Lookup relationship, provided that there is no dependent Roll-Up Summary field on the Master
Object
● Lookup TO Master-Detail relationship, provided that there are no existing records on the object that have a null value
set for the lookup relationship

Here is a short list of impacts to be aware of:

● If data is lost during conversion
○ List views based on cu stom field will be deleted
○ Assignment and Escalation rules may be affected
● If you change data type for any custom field used in Lead Conversion, the lead field mapping will be dropped
● Any cu stom field that is set as an External ID can only be changed to text, number or email to continue acting as an
External ID
● You cannot convert existing fields into encrypted, or encrypted fields into non-encrypted
SFDC Help Notes:

Consider the follow ing before converting fields:

● Only convert custom fields for w hich no data exists or you ris k losing your data.
● Changing the data type of an existing custom field can cause data loss in the follow ing situations:
○ Changing to or from type Date or Date/Time
○ Changing to Number from any other type
○ Changing to Percent from any other type
○ Changing to Currency from any other type
○ Changing from Checkbox to any other type
○ Changing from Picklist ( Multi-Select) to any other type
○ Changing to Picklist ( Multi- Select) from any other type
■ Currently defined picklist values are retained w hen you change a picklist to a multi-select picklist. If records
contain values that are not in the pic klist definition, those values w ill be deleted from those records w hen the
data type changes.
○ Changing from Auto Number to any other type

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○ Changing to Auto Number from any type except Text

○ Changing from Text Area (Long) to any type except Email, Phone, Text, Text Area, or URL
● If data is lost, any list view based on the custom field w ill be deleted, and assignment and escalation rules may be affected.
● If you change the data type of any custom field that is used for lead conversion, that lead field mapping w ill be deleted.
● If you change the data type of a custom field that is set as an external ID, choosing a data type other than text, number, or
email w ill cause the field to no longer act as an external ID.
● The option to change the data type of a custom field is not available for all data types. For example, ex isting custom fields
cannot be converted into encrypted fields nor can encrypted fields be converted into another data type.
● In Salesforce Know ledge article types, the file field type can't be converted into other data types.
● You cannot change the data type of a custom field that is referenced by a Visualforce page.
● For descriptions of other attributes you can set, see Custom Field Attributes.
● Changing a custom field type may require changing a large number of records at once. To process these changes efficiently,
Salesforce may queue your request and send an email notification w hen the process has completed.

The follow ing data types have additional restrictions w hen you convert them:

Data Type Description

Auto Number The data in any auto-number field remains unchanged if you convert it into a text field. Also,
you can safely convert a text custom field into an auto-number field w ithout losing your data.
Converting an auto-number field into any other data type results in data loss. Auto-number
fields can contain a maximum of 30 characters. Before converting a text custom field into an
auto-number field, change any records that contain more than 30 characters in that field.

For mula For mula fields are special read-only fields that cannot be converted to any other data type.
Likew ise, you cannot convert any other field type into a for mula field.

Picklist Changing your custom pic klists into custom checkboxes is simple. If you select Checkbox as
the new data type, you can choose w hich picklist values to map to checked boxes and
unchecked boxes. You can change custom pic klists into multi-select picklists w ithout los ing
any data. Since your records only contain a single value of that picklist, that value w ill still be
selected but users can select additional values. You can also change a picklist custom field
into a text custom field or a text custom field into a pic klist custom field w ithout any data loss.

Relationships ● If your organization has a large number of records, Salesforce displays a w aiting
page after you have requested to change a master-detail into a lookup relationship or
a lookup into a master-detail relationship.
● After you have created a roll-up summary field on an object, you cannot convert the
object's master-detail relationship into a lookup relationship.
● A lookup cannot be converted to a master detail relationship if there are any ex isting
records on the object that have a null value set for the lookup relationship.

Text Area (Long) When you convert a long text area field to an Email, Phone, Text, Text Area, or URL type field,
the data in your records is truncated to the first 255 characters of the field.

Text Area ( Rich) You can only convert rich text area fields into long text area fields. Any images are deleted the
next time the long text area field is saved.

IF THE ORG WIDE DEFA ULT IS PUBLIC REA D/WRITE for an Object, WHAT FEA TURE IN SALESFORCE IS NEEDED TO
RESTRICT A CCESS TO THA T OBJECT?

A. PROFILE
B. ROLE HIERA RCHY
C. RECORD TY PE
D. PA GE LAYOUT
…
…
A. PROFILE

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A profile contains the settings and per missions that control w hat users can do w ithin Salesforce, the partner portal, and the Customer
Portal. Depending on w hich profile user interface is enabled in your organization, you can:
● View and edit profiles in the enhanced profile user interface
● View and edit profiles in the original profile user interface

You can also change per missions in multiple profiles from the list view .

Profiles control:
● Which standard and custom apps users can view
● Which tabs users can view
● Which record types are available to users
● Which page layouts users see
● Object per missions that allow users to create, read, edit, and delete records
● Which fields w ithin objects users can view and edit
● Per missions that allow users to manage the system and apps w ithin it
● Which Apex classes and Visualforce pages users can access
● Which desktop clients users can access
● The hours dur ing w hich and IP addresses from w hich users can log in
● Which service prov iders users can access (if Salesforce is enabled as an identity prov ider)

Every organization has standard profiles. In Contact Manager, Group, and Professional Edition organizations, you can assign standard
profiles to your users, but you can't view or edit the standard profiles or create custom profiles.

In Enterprise, Unlimited, and Developer Edition organizations, you can use standard profiles, or create, edit, and delete custom profiles.
For standard profiles, only certain settings can be changed.

Each standard or custom profile belongs to exactly one user license type.

WHEN Y OU DEFINE A DA TA VALIDATION RULE, WHA T ELSE MUST YOU ALSO DEFINE?

A. WHETHER OR NOT THE FIELD IS REQUIRED

B. AN ERROR MESSAGE
C. WHAT EMA IL GETS SENT IF THE RULE TRIGGERS
D. WHETHER OR NOT THE RECORD GETS DELETED
…
…
B. AN ERROR MESSAGE

On the page to create a data validation rule, the followin are required:
● Rule Name
● Error Condition Formula
● Error Message
● Error Location (defaulted to Top of Page)

What is Data Validation?

● Salesforce CRM data validation gives administrators an easy w ay to ensure the integrity of data BEFORE it is saved.
● Data validation features include:
○ Building data validation rules.
○ Setting the required and/or unique property on custom fields.

Data Validation Rules

● Data validation rules contain:
○ A boolean formula or expression that evaluates the data in one or more fields to either “True” or “False.”
○ A user-defined error message that displays w hen the rule returns a value of “True”
● Data validation rules execute w hen:

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○ A user saves a record.

○ Before records are im ported … i.e. during the im port process, before the record save
○ Using the Force.com data loader and the Force.com A PI.

Data Validation Rules are Enforced on:

Area Im pact

Supported Objects All except Forecasts & Territories

Reporting & Dashboards No impact

API Validation rules enforced via API

Import & Data Loader Validation rules enforced via Import & Data Loader
Lead Convert Validation Rules Enforced ( must be turned on in Org)

Record Merge Not enforced

Offline & Connect 4 Outlook Validation rules enforced w hen data is synchronized w ith server

Salesforce Mobile Validation rules enforced w hen data is synchronized w ith server

Web to Case Validation rules enforced but no feedback to user

Web to Lead Admin notified of any errors

Self Service Portal Validation rules enforced

Apex Packaging Can be packaged

WHICH FEA TURE DOES SALESFORCE CRM PROV IDE FOR RESTRICTING LOGIN ACCESS TO THE A PPLICA TION?

Choose 3 answ ers.

A. PROFILE-BASED IP RESTRICTIONS
B. ORGA NIZATION- WIDE IP RESTRICTIONS
C. PROFILE- BASED LOGIN HOUR RESTRICTIONS
D. ORGA NIZATION-WIDE LOGIN HOUR RESTRICTIONS
…
…
A. PROFILE-BASED IP RESTRICTIONS
B. ORGA NIZATION- WIDE IP RESTRICTIONS
C. PROFILE- BASED LOGIN HOUR RESTRICTIONS

Setting Login Restrictions

Available in: All Editions

To help protect your organization's data against unauthor ized access, you have several options for setting login restrictions.

Login Hours
For each profile, you can set the hours w hen users can log in. See:
● View ing and Editing Login Hours in the Enhanced Pr ofile User Interface
● View ing and Editing Login Hours in the Original Profile User Interface

Login IP Address Ranges

For each profile, you can set the IP addresses from w hich users can log in. See:
● View ing and Editing Login IP Ranges in the Enhanced Profile User Interface
● View ing and Editing Login IP Address Ranges in the Original Pr ofile User Interface

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Organization-Wide Trusted IP Address List

For all users, you can set a list of IP address ranges from w hich they can alw ays log in w ithout receiving a login challenge. See
Restricting Login IP Ranges for Your Organization.

When users log in to Salesforce, either via the user interface, the A PI, or a desktop client such as Connect for Outlook, Salesforce for
Outlook, Connect Offline, Connect for Office, Connect for Lotus Notes, or the Data Loader,Salesforce confirms that the login is
authorized as follow s:

1. Salesforce checks w hether the user's profile has login hour restrictions. If login hour restrictions are specified for the user's
profile, any login outside the specified hours is denied.
2. Salesforce then checks w hether the user's profile has IP address restrictions. If IP address restrictions are defined for the
user's profile, any login from an undesignated IP address is denied, and any login from a specified IP address is allow ed.
3. If profile-based IP address restrictions are not set, Salesforce checks w hether the user is logging in from an IP address they
have not used to access Salesforce before:
○ If the user' s login is from a browser that includes a Salesforce cookie, the login is allowed. The browser will
have the Salesforce cookie if the user has previously used that browser to log in to Salesforce, and has not
cleared the browser cookies.
○ If the user's login is from an IP address in your organization's trusted IP address list, the login is allow ed.
○ If the user's login is from neither a trusted IP address nor a brow ser w ith a Salesforce cookie, the login is bloc ked.

Whenever a login is blocked or returns an A PI login fault, Salesforce must verify the user's identity:
● For access via the user interface, the user is prompted to click a Send Activation Link button to send an activation email to
the address specified on the user's Salesforce record. The email instructs the user to copy and paste an activation link into
their brow ser to activate their computer for logging in to Salesforce. The activation link included in the email is valid for up to
24 hours from the time the user clicked the Send Activation Linkbutton. After 24 hours, the activation link expir es, and users
must repeat the activation process to log in.

Note: A user w ill not be asked to activate the first time they log in to Salesforce.

● For access via the A PI or a client, the user must add their security token to the end of their passw ord in order to log in. A
security token is an automatically-generated key from Salesforce. For example, if a user's passw ord is mypassw ord, and their
security token is XXXXXXXXXX, then the user must enter mypassw ordXXXXXXXXXX to log in.
● Users can obtain their security token by changing their passw ord or resetting their security token via the Salesforce user
interface. When a user changes their passw ord or resets their security token, Salesforce sends a new security token to the
email address on the user's Salesforce record. The security token is valid until a user resets their security token, changes their
passw ord, or has their passw ord reset.

Tip: We recommend that you obtain your security token using the Salesforce user interface from a trusted netw ork prior to attempting
to access Salesforce from a new IP address.

Tips on Setting Login Restrictions

Consider the follow ing w hen setting login restrictions:
● When a user's passw ord is changed, the user's security token is automatically reset. The user may exper ience a bloc ked login
until he or she adds the automatically-generated security token to the end of his or her passw ord w hen logging in to Salesforce
via the A PI or a client.
● Partner portal and Customer Portal users are not required to activate computers to log in.
● For more information on A PI login faults, see the Core Data Types Used in A PI Calls topic in the Web Services API
Developer's Guide .
● If single sign-on is enabled for your organization, A PI and desktop client users can't log into Salesforce unless their IP address
is included on your organization's list of trusted IP addresses or on their profile, if their pr ofile has IP address restrictions set.
Futher more, the single sign-on authority usually handles login loc kout policies for users w ith the “ Is Single Sign- On Enabled”
per mission. How ever, if the security token is enabled for your organization, then your organization's login loc kout settings
deter mine the number of times a user can attempt to log in w ith an invalid security token before being loc ked out of Salesforce.
● The follow ing events count tow ard the number of times a user can attempt to log in w ith an invalid passw ord before being
locked out of Salesforce, as defined in your organization's login lockout settings:
○ Each time a user is prompted to click the Send Activation Link button
○ Each time a user incorrectly adds their security token to the end of their passw ord to log into the A PI or a c lient

A SYSTEM A DMINISTRATOR WA NTS TO DO SOME MA INTENA NCE ON THE SYSTEM A ND BEGINS BY DELETING CUSTOM
FIELDS THA T A RE OBSOLETE. IN WHICH SITUA TION WOULD HE RUN INTO A N ISSUE?

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Choose 3 answ ers.

A. IF THE FIELD IS USED IN A VALIDA TION RULE
B. IF THE FIELD IS REFERENCED IN A REPORT TY PE
C. IF THE FIELD IS REFERENCED IN A WORKFLOW FIELD UPDA TE
D. IF THE FIELD IS USED IN A FORMULA FIELD
…
…
A. IF THE FIELD IS USED IN A VALIDA TION RULE
C. IF THE FIELD IS REFERENCED IN A WORKFLOW FIELD UPDA TE
D. IF THE FIELD IS USED IN A FORMULA FIELD

Note, the original question asked that only 2 answers be given, but I clearly identified 3 valid answers, validated by Sergio
Valle.

Created 4 custom fields across the u se ca ses and then attempted to delete them:
● TCF Validation Rule
○ Could NOT delete when u sed in a validation rule:
■ Whether it was referred to in a validation rule for a different field, OR
■ Whether it was the very target of the validation rule – i.e. TCF Validation Rule cannot equal ‘Apple’
○ Was able to delete once removed form the validation rule.
● TCF Report Type
○ COULD delete when included in a custom report
● TCF Workflow Field
○ Could NOT delete when referenced in workflow field update (as target or not).
○ Was able to delete once removed form the workflow rule.
● TCF Formula Field
○ Could NOT delete when u sed in a formula.
○ Was able to delete once removed form the validation rule.

Deleting Fields

Available in: All Editions

User Per missions Needed

To delete custom fields: “Customize Application”

To delete a custom field:

1. For standard objects, clic k Your Nam e | Setup | Custom ize, select the appropriate object from the Custom ize menu, and
click Fields.
2. For custom objects, click Your Nam e | Setup | Create | Objects, and select one of the custom objects in the list.
3. Click Del next to the name of the field.
4. When prompted, select the Yes, I w ant to delete the custom field checkbox to confir m, and clic k Delete.
5. Salesforce stores deleted custom fields and their data until your organization per manently deletes them or 15 days has
elapsed, w hichever happens first. Until that time, you can restore the field and its data. For infor mation on restoring deleted
custom fields and relationships, see Managing Deleted Custom Fields.
Note:
● Before deleting a custom field, consider w here it is referenced. Salesforce prevents you from deleting a custom field that is
referenced elsew here. For example, you cannot delete a custom field that is referenced by a field update or Apex.
● When you delete a custom field, all of the field history data is deleted and changes are no longer trac ked.
● Salesforce periodically runs a background process that c leans up metadata associated w ith deleted custom fields. This
process w ill affect the Last Modified Date and Last Modified By fields on page layouts, record types, and custom objects.

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WHICH OF THESE IS NOT A STA NDA RD SALESFORCE.COM PROFILE?

A. MA RKETING USER
B. SALES USER
C. CONTRA CT MA NAGER
D. SOLUTION MA NAGER
…
…
B. SALES USER

‘Sales User’ is akin to ‘Standard User’, given how Salesforce.com got started

WILL DA TA BE LOST IN A CUSTOM FIELD IF DA TA TY PE IS CHANGED TO NUMBER FROM ANY OTHER DATA TY PE?

A. YES
B. NO
…
…
A. YES

Here are the data type conversions that are okay - everything else is not okay:
● Picklist TO M ulti-Select Picklist. Defined picklist values are retained for picklist -> multi-select picklist
● Picklist TO Checkbox, provided you map which picklist values map to checked or unchecked
● Picklist TO/FROM Text
● Text TO/FROM Autonumber, provided text is less than of equal to 30 characters
● Text Area (Long) TO Email, Phone, Text, Text Area or URL, with the caveat that your record is truncated to the first
255 characters
● Text Area (Rich) TO Text Area (Long), with the caveat that any images are deleted the next time the Text Area (Long)
field is saved.
● Master-Detail TO Lookup relationship, provided that there is no dependent Roll-Up Summary field on the Master
Object
● Lookup TO Master-Detail relationship, provided that there are no existing records on the object that have a null value
set for the lookup relationship

Here is a short list of impacts to be aware of:

● If data is lost during conversion
○ List views based on cu stom field will be deleted
○ Assignment and Escalation rules may be affected
● If you change data type for any custom field used in Lead Conversion, the lead field mapping will be dropped
● Any cu stom field that is set as an External ID can only be changed to text, number or email to continue acting as an
External ID
● You cannot convert existing fields into encrypted, or encrypted fields into non-encrypted

SFDC Help Notes:

Consider the follow ing before converting fields:

● Only convert custom fields for w hich no data exists or you ris k losing your data.
● Changing the data type of an existing custom field can cause data loss in the follow ing situations:
○ Changing to or from type Date or Date/Time
○ Changing to Number from any other type
○ Changing to Percent from any other type
○ Changing to Currency from any other type
○ Changing from Checkbox to any other type
○ Changing from Picklist ( Multi-Select) to any other type
○ Changing to Picklist ( Multi- Select) from any other type

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■ Currently defined picklist values are retained w hen you change a picklist to a multi-select picklist. If records
contain values that are not in the pic klist definition, those values w ill be deleted from those records w hen the
data type changes.
○ Changing from Auto Number to any other type
○ Changing to Auto Number from any type except Text
○ Changing from Text Area (Long) to any type except Email, Phone, Text, Text Area, or URL
● If data is lost, any list view based on the custom field w ill be deleted, and assignment and escalation rules may be affected.
● If you change the data type of any custom field that is used for lead conversion, that lead field mapping w ill be deleted.
● If you change the data type of a custom field that is set as an external ID, choosing a data type other than text, number, or
email w ill cause the field to no longer act as an external ID.
● The option to change the data type of a custom field is not available for all data types. For example, ex isting custom fields
cannot be converted into encrypted fields nor can encrypted fields be converted into another data type.
● In Salesforce Know ledge article types, the file field type can't be converted into other data types.
● You cannot change the data type of a custom field that is referenced by a Visualforce page.
● For descriptions of other attributes you can set, see Custom Field Attributes.
● Changing a custom field type may require changing a large number of records at once. To process these changes efficiently,
Salesforce may queue your request and send an email notification w hen the process has completed.

The follow ing data types have additional restrictions w hen you convert them:
Data Type Description

Auto Number The data in any auto-number field remains unchanged if you convert it into a text field. Also,
you can safely convert a text custom field into an auto-number field w ithout losing your data.
Converting an auto-number field into any other data type results in data loss. Auto-number
fields can contain a maximum of 30 characters. Before converting a text custom field into an
auto-number field, change any records that contain more than 30 characters in that field.

For mula For mula fields are special read-only fields that cannot be converted to any other data type.
Likew ise, you cannot convert any other field type into a for mula field.

Picklist Changing your custom pic klists into custom checkboxes is simple. If you select Checkbox as
the new data type, you can choose w hich picklist values to map to checked boxes and
unchecked boxes. You can change custom pic klists into multi-select picklists w ithout los ing
any data. Since your records only contain a single value of that picklist, that value w ill still be
selected but users can select additional values. You can also change a picklist custom field
into a text custom field or a text custom field into a pic klist custom field w ithout any data loss.

Relationships ● If your organization has a large number of records, Salesforce displays a w aiting
page after you have requested to change a master-detail into a lookup relationship or
a lookup into a master-detail relationship.
● After you have created a roll-up summary field on an object, you cannot convert the
object's master-detail relationship into a lookup relationship.
● A lookup cannot be converted to a master detail relationship if there are any ex isting
records on the object that have a null value set for the lookup relationship.

Text Area (Long) When you convert a long text area field to an Email, Phone, Text, Text Area, or URL type field,
the data in your records is truncated to the first 255 characters of the field.

Text Area ( Rich) You can only convert rich text area fields into long text area fields. Any images are deleted the
next time the long text area field is saved.

ON LEA D CONV ERSION A LEA D OBJECT CUSTOM FIELD CA N NOT BE MA PPED TO WHICH OBJECT CUSTOM FIELD?

A) ACCOUNT
B) CONTA CTS
C) CASE
D) OPPORTUNITY
…

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…
C) CASE

Think about it: Leads turn into Opportunities with associated Accounts / Contacts
A Case i s opened when an Account (or Contact) has a problem.

DASHBOARDS CA N BE CREA TED BY USING STA NDARD REPORTS AS SOURCE REPORTS?

A) TRUE
B) FALSE
…
…
B) FALSE

Dashboards
● Visual representations of key business information
● Show information from multiple reports
● Use custom Reports as source ( Matr ix and Summary)
● Running user deter mines the level of access to the dashboard data
● Refresh can be scheduled
● Email a dashboard

WHICH TOOL SHOULD BE USED TO IMPORT MORE THEN 65000 RECORDS IN SALESFORCE.COM?

A) SFDC IMPORT WIZARD

B) DATA LOADER
…
…
B) DATA LOADER

SFDC Im port Wizard can handle up to 50 thousand records

● The import w izard is an easy-to-use multi-step w izard for updating and importing
○ Contacts
○ Accounts
○ Leads
○ Custom Objects
○ Solutions
○ Note that any other object that is not in the above list must be imported/exported using the Data Loader - i.e.
if you are asked what the best i s to import 49,000 Ca ses, don’t be fooled by the fact that you will be importing
less than 50,000 item s, a s the Import Wizard cannot import Cases.

Acronym for Import Wizard objects: CALCuS

• Contacts
• Accounts
• Leads
• Custom Objects
• Solutions

Data Loader can handle up to 5 m illion records

● Client Application
● Used for import via CSV (or other delimited) or DB connection
● Used for export via CSV (or other delimited)
● Can use interactive user interface or automated batch process via command line
● Drag-and-drop field mappings
● Support for all objects, including custom objects
● Detailed success and error log files in CSV format

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● A built- in CSV file view er

● Support for Windows 7 and Windows XP

WHICH OF THE FOLLOWING IS NOT A STA NDARD SALESFORCE.COM FUNCTIONALITY?

A) EMA IL TO LEA D
B) EMA IL TO CASE
C) WEB TO LEA D
D) WEB TO CA SE
…
…
A) EMA IL TO LEA D

WHICH OF THE FOLLOWING IS NOT A MA NDATORY FIELD WHILE CREATING A USER RECORD?

A) PROFILE
B) ROLE
C) ALIAS
D) COMMUNITY NICKNA ME
…
…
B) ROLE

Role is listed as ‘Required Information’ but the default option is ‘<None Specified>’ and it is okay to leave it.

A USER SUCCESSFULLY LOGIN’S AT 3:00 PM, WHAT HA PPENS A T 3:31 PM, IF THE LOGIN HOURS FOR THE USER’S
PROFILE A RE SET FROM 7:30 A M TO 3:30 PM?

A) USER IS AUTOMA TICALLY LOGGED OUT

B) USER KEEPS WORKING CONTINUOUSLY WITHOUT ANY ISSUES
C) USER IS ASKED IN A POPUP WINDOW IF HE WOULD LIKE TO EXTEND HIS SESSION
D) USER IS LOGGED OUT ONCE HE TRIES TO DO ANY DML ( DATA MA NIPULATION) OPERA TION I.E. SAVE, EDIT ETC.
…
…
D) USER IS LOGGED OUT ONCE HE TRIES TO DO ANY DML ( DATA MA NIPULATION) OPERA TION I.E. SAVE, EDIT ETC.

WHAT IS THE IMPA CT ON A USER OF THE ORGA NIZATION LEV EL LOCALE CHA NGES?

A) THE DEFA ULT LOCALE OF THE USER IS ALSO SET TO THE NEW ORGA NIZATION LEV EL LOCALE
B) THE USER IS ASKED FOR A CHOICE; IF HE WOULD LIKE TO CHOOSE NEW ORGA NIZATION LOCALE OR HIS OWN LOCALE
C) NO IMPA CT ON THE USER AS HE KEEPS USING HIS OWN DEFA ULT LOCALE
D) FROM A NEW SESSION, USER WILL SEE EV ERY THING IN THE NEW ORGA NIZATION LOCALE
…
…
C) NO IMPA CT ON THE USER AS HE KEEPS USING HIS OWN DEFA ULT LOCALE

Users inherit Time Zone, Locale, Language, Currency Locale, and probably more, from Company when they are created, but
sub sequent changes these attributes in the Company Profile are not propagated to User s. In other words, this is not true
Object Oriented inheritance. This is more like initialization of child attributes u sing the values from parent attributes at the
time of child-object creation.

API’S A RE NOT AVAILABLE FOR USE IN WHICH SALESFORCE.COM EDITION?

A) DEV ELOPER EDITION

B) PROFESSIONAL EDITION

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C) ENTERPRISE EDITION
D) UNLIMITED EDITION
…
…
B) PROFESSIONAL EDITION

The following link provides a complete table of Licenses / Features / Limits:

https://help.salesforce.com/HTViewHelpDoc?id=limits_general.htm&language=en_US

WHICH WORKFLOW EVALUATION CRITERIA CA NNOT BE USED FOR TIME DEPENDENT WORKFLOWS?

A. WHEN A RECORD IS CREA TED, OR WHEN A RECORD IS EDITED AND DID NOT PREV IOUSLY MEET THE RULE CRITERIA
B. ONLY WHEN A RECORD IS CREATED
C. EV ERY TIME A RECORD IS CREA TED OR EDITED
D. ALL 3 CRITERIA ’S CAN BE USED
…
…
C. EV ERY TIME A RECORD IS CREA TED OR EDITED

Think about it: It would be unwise to accumulate a bunch of redundant, time-dependent work flow actions, which is po ssible if
you trigger the action every time a record is edited (not so much created, since this happen s only once).

WHICH FEA TURE IS NOT AVAILABLE IN SALESFORCE.COM ?

A. PROFILE BASED LOGIN HOURS

B. PROFILE BASED LOGIN IP RA NGES
C. ORGA NIZATION BASED LOGIN HOURS
D. ORGA NIZATION BASED LOGIN IP RA NGES
…
…
C. ORGA NIZATION BASED LOGIN HOURS

FOR HOW MA NY DAYS DELETED RECORDS A RE KEPT IN THE RECY CLE BIN?

A. 15
B. 30
C. 45
D. 60
…
…
A. 15

WHICH OF THE FOLLOWING IS THE BEST WAY TO MAKE THE FIELD MA NDA TORY FOR EV ERY ONE?

A. PA GE LAYOUT
B. VALIDA TION RULE
C. ROLES & PROFILES
D. FIELD LEV EL SECURITY
…
…
B. VALIDA TION RULE

A single validation rule will be in effect across multiple Page Layouts, and during programmatic operations or data imports.
Field-level security controls access to view/edit, but does not enforce required population. Profiles and roles control object-
level and record-level access, respectively, but, again, do not enforce required population. Of course, making the field
required when you define it is another sure-fire way, but that is not one of the options listed.

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WHICH OF THE FOLLOWING IS NOT A STA NDARD SALESFORCE.COM A PPLICA TION?

A. SERV ICE
B. SALES
C. CALL CENTER
D. COMMUNITY
E. MA RKETING
…
…
A. SERV ICE

In the standard drop-down on my DEV instance, I see:

● Sales
● Marketing
● Salesforce Chatter
● Force.com
● Call Center
● Community

Acronym = SM SFCC (i.e. SM S as in ‘text message’ and FCC as in ‘Federal Communication Commission’)

WHICH OF THE FIELD TY PES CANNOT BE USED AS A N EXTERNAL ID?

A. TEXT FIELD
B. NUMBER FIELD
C. PICKLIST FIELD
D. EMA IL ID FIELD
…
…
C. PICKLIST FIELD

Text, Number and Email fields can be u sed as External IDs - do not believe that other fields can.

WHICH OF THE FOLLOWING CA NNOT BE ON THE CONTROLLING SIDE OF THE DEPENDENT PICKLIST?

A. CHECKBOX
B. CUSTOM PICKLIST
C. STANDA RD PICKLIST
D. MULTI SELECT PICKLIST
…
…
D. MULTI SELECT PICKLIST

Think about it. It would be too complex to model all the combinations.

DO VALIDA TION RULES GET ENFORCED ON THE LEA D CONV ERSION?

A. YES
B. NO
…
…
B. NO

Note that this is referring to Custom Validation rules, as Ap ex triggers are fired and universally required custom fields and
validation rules are enforced only if validation and triggers for lead convert are enabled in your organization.

Converting Leads

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Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To convert leads: “Create” and “ Edit” on leads, accounts, contacts, and opportunities
AND
“Convert Leads”
AND
“Read” on any related campaigns

When you convert a lead, Salesforce creates a new account, contact, and, optionally, an opportunity using the infor mation from the
lead. Any campaign members are moved to the new contact and the lead becomes read only. If an existing account and contact have
the same names as those specified on the lead, you can choose to update the ex isting account and contact. Information from the lead
is inserted only into blank fields; Salesforce does not overwrite existing account and contact data.

All open and closed activities from the lead are attached to the account, contact, and opportunity. You can assign the ow ner of the
records, and schedule a follow -up task. When you assign a new owner, only the open activities are assigned to the new ow ner. If you
have custom lead fields, that infor mation can be inserted into custom account, contact, or opportunity fields. Converted leads can't be
view ed, although they appear in lead reports. Salesforce updates the Last Modified Date and Last Modified By system fields on
converted leads w hen picklist values included on converted leads are changed.

To convert a lead:
1. From the lead detail page, clic k Convert.
2. Optionally, change the ow ner of the new records. This reassigns all notes, attachments, and open activities to the new ow ner
but does not change closed activities. Select the Send Email to the Ow ner checkbox to send an automated email to the new
ow ner.

Note: If you have a trigger set to fire w hen new records are created, the tr igger temporar ily assigns a system user as the ow ner of the
created records. After the trigger finishes, the ow ner is set to the lead ow ner.

3. In the Account Name field, select a new account or search for an existing account. Click View to open a printable view of the
existing account. Infor mation from the lead is inserted only into blank fields; it w ill not overw rite existing account data.
4. If you are updating an existing person account, select the checkbox if you w ant to overw rite the Lead Source field in
the person account w ith the value from the lead.
5. In the Opportunity Name field, enter a name for the new opportunity, or select the Do not create a new opportunity upon
conversion checkbox if you do not w ant to create an opportunity.
6. In the Converted Status picklist, select a status for the converted lead. Choices include statuses marked as “converted” by
your administrator.
7. Optionally, fill in the follow ing fields to schedule a follow -up task that is automatically assigned to the record ow ner:
 Subject—Subject or short description of the task, for example, “ Email quote to customer.” You can enter a subject, or
select from a pic klist of previously defined subjects.
 Due Date (optional)—Date w hen the task should be completed. You can enter a date, or choose a date from the
calendar that displays w hen you put your cursor in the field.
 Comments (optional)—Text note describing the task. This field can hold up to 32KB of data.
 Status—Current status of task, for example, Not Started or Completed. ( Picklist selections can be customized by your
administrator.)
 Pr iority—Urgency of the task, for example, Low , Medium, or High. ( Picklist selections can be customized by your
administrator.)
 Send Notification Email (optional)—Select this checkbox to send a notification about this task to the assignee.
 Reminder (optional)—Select this checkbox to schedule a reminder for this task.
Click Convert.
If a duplicate contact exists, choose w hether to create a new contact or update the existing contact. Information from the lead
is inserted only into blank fields; it w ill not overw rite existing contact data.
When updating an existing contact, chec k the box if you w ant to overw rite the Lead Source field in the contact w ith the value
from the lead.
Click Convert to finish.

All notes and attachments from the lead are converted and attached to the new account and contact. All open activities and activ ity
history from the lead are converted and attached to the new account, contact, and opportunity. The converted lead record can no longer
be view ed, although it does contribute data to reports.

Tip: Alternatively, you can also convert a lead by clicking Find Duplicates from the leads home page. See Merging Duplicate Leads for
more information about converting a lead using the merge utility.

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Notes on Converting Leads

 Conversion impact on w orkflow :
o You cannot convert a lead that is associated w ith an active approval process or has pending w orkflow actions. For
more information, see Managing Approval Processes andManaging Workflow Rules.
o Converting a lead to a person account cannot tr igger w orkflow rules.
o If validation and triggers for lead convert are enabled in your organization, then converting a lead can tr igger a
workflow action on a lead. For example, if there is an active w orkflow rule that updates a lead field or transfers the
ow ner of a lead, that rule can tr igger w hen the lead is converted, even if the lead is no longer visible on the Leads tab
as a result of the conversion. Note that if a w orkflow rule creates a new task as a result of a lead conversion, the task
is assigned to the new ly created contact and related to the associated account or opportunity. For more infor mation,
see Customizing Lead Settings.
o When a lead is converted by someone w ho isn't the lead ow ner, all w orkflow tasks associated w ith the lead that are
assigned to that user, except email alerts, are reassigned to the lead ow ner. Workflow tasks assigned to users other
than the lead ow ner and lead converter are not changed.
 Conversion impact on campaigns:
o If the lead matches an existing contact and both records are linked to the same campaign, the campaign member
status is deter mined by w hichever is further along in the lifecycle of the campaign. For example, if the lead member
status is “sent” and the contact member status is “responded,” the responded value is applied to the contact.
o Related campaign information is alw ays associated w ith the new contact record regardless of the user's sharing
access to the campaign.
o When more than one campaign is associated w ith a lead, the most recently associated campaign is applied to
the Pr imary Campaign Source field on the opportunity regardless of the user's sharing access to the campaign.
 Conversion impact on standard and custom lead fields:
o The system automatically maps standard lead fields to standard account, contact, and opportunity fields (see Lead
Conversion Mapping).
o For custom lead fields, your administrator can specify how they map to custom account, contact, and opportunity
fields (see Mapping Custom Lead Fields).
o The system assigns the default picklist values for the account, contact, and opportunity w hen mapping any standard
lead picklist fields that are blank. If your organization uses record types, blank values are replaced w ith the default
picklist values of the new record ow ner.
 When a lead is converted, Chatter feed posts associated w ith the lead aren’t migrated. The lead posts are no longer available
in the Chatter feed.
 Dur ing lead convert, Apex triggers are fired and universally required custom fields and validation rules are enforced only
if validation and tr iggers for lead convert are enabled in your organization.
 Salesforce ignores lookup filters w hen converting leads if the Enforce Validation and Tr iggers from Lead Convert chec kbox on
the Lead Settings page is deselected.
 If the lead has a record type, the default record type of the user converting the lead is assigned to records created during lead
conversion.
 The default record type of the user converting the lead deter mines the lead source values available during conversion. If the
desired lead source values are not available, add the values to the default record type of the user converting the lead.
 Your organization can set its ow n guidelines for deter mining w hen a lead is qualified, but typically, you w ill w ant to convert a
lead as soon as it becomes a real opportunity that you w ant to forecast.
 If you are using local lead names, the Company Name (Local) on the lead w ill automatically map to the Account Name
(Local) along w ith their associated standard name fields.
 If your organization uses div isions, the new account, contact, and opportunity are assigned to the same division as the lead. If
you update an existing account during lead conversion, the account’s division is not changed, and the new contact and
opportunity inherit the account’s division.
 If your organization uses territory management, the new account is evaluated by account assignment rules and may be
assigned to one or more territories. If the rules assign the account to exactly one territory, then the opportunity w ill also be
assigned to that territory. If the rules assign the account to multiple territories, then the opportunity is not assigned to any
territory.
 If your organization uses person accounts, you can convert leads to either person accounts or business accounts. Leads w ith
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 w ith a blank Company field using theForce.com A PI. Leads w ith
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.

As a best practice, w e recommend that you use different lead record types and page layouts to differentiate leads that w ill be converted
to person accounts from those that w ill be converted to business accounts. In particular, remove the Company field from the page
layouts of leads that w ill be converted to person accounts, and make the Company field required on the page layouts of leads that w ill
be converted to business accounts.

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 If your organization uses Salesforce to Salesforce: When you convert a lead, Salesforce to Salesforce inactivates the shared
record and updates the External Sharing related list in your connection's lead record w ith an Inactive (converted) status. Due
to inactivation of the shared record, changes to the Lead Status dur ing conversion aren't reflected in your connection's lead
record.
 When you convert a lead into a ex isting account, you don’t automatically follow that account. How ever, when you convert the
lead into a new account, you automatically follow the new account, unless you disabled feed tracking for accounts in
your Chatter settings.

ON LEA D CONV ERSION, THE CLOSE DA TE OF THE NEWLY CREA TED OPPORTUNITY IS A UTOMA TICALLY SET TO?

A. BLANK
B. TODAY ()
C. LAST DAY OF CURRENT QUARTER
D. LAST DAY OF CURRENT MONTH
E. LAST DAY OF CURRENT Y EA R
…
…
C. LAST DAY OF CURRENT QUARTER

WHICH OF THE FOLLOWING PROFILE PERMISSIONS WILL ENA BLE THE USER TO EDIT A NY RECORD, REGA RDLESS OF
THE SHA RING MODEL?

A. CUSTOMIZ E A PPLICA TION

B. VIEW SETUP A ND CONFIGURA TION
C. V IEW ALL DA TA
D. MODIFY ALL DA TA
E. NONE OF THE ABOV E
…
…
D. MODIFY ALL DA TA

CA N A N ADMINISTRA TOR CHA NGE THE PROFILE SETTINGS OF THE STA NDA RD SOLUTION MA NA GER PROFILE?

A. YES
B. NO
C. DEPENDS ON THE SETTING OF THE ADMINISTRA TOR PROFILE
…
…
B. NO

Standard profiles cannot be edited. You need to clone them to custom profiles and then edit the custom.

QUEUES CANNOT BE CREA TED ON WHICH OBJECT IN SALESFORCE.COM?

A. LEAD
B. CASE
C. A CCOUNT
D. CUSTOM OBJECT
…
…
C. A CCOUNT

WHICH OF THE FOLLOWING IS NOT A VALID BUSINESS PROCESS IN SALESFORCE.COM?

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A. SALES PROCESSES
B. MA RKETING PROCESS
C. LEA D PROCESSES
D. SUPPORT PROCESSES
E. SOLUTION PROCESSES
…
…
B. MA RKETING PROCESS

Managing Multiple Business Processes

Available in: Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To create or change business processes: “Customize Application”

Use multiple business processes to display different picklist values for users based on their profile. Multiple business processes allow
you to track separate sales, support, and lead lifecycles.

Sales Processes
Create different sales processes that include some or all of the pic klist values available for the Opportunity Stage field.

Lead Processes
Create different lead processes that include some or all of the pic klist values available for the Lead Status field.

Support Processes
Create different support processes that include some or all of the picklist values available for the Case Status field.

Solution Processes
Create different solution processes that include some or all of the picklist values available for the Status field.

After creating a sales, support, lead, or solution process, assign the process to a record type. The record type deter mines the us er
profiles that are associated w ith the business process.

To view a list of business processes, click Your Name | Setup | Custom ize, select the appropriate tab link (Opportunity, Case, Lead, or
Solution), and click the Processes link.
 Click New to create a new business process.
 Click Edit to change the name or inactivate the business process.
 Click Del to delete an unused business process.
 Click the name of the business process to edit the picklist values associated w ith it.

WHAT IS THE SIGNIFICA NCE OF PRIMA RY MASTER – DETA IL RELATIONSHIP IN A JUNCTION OBJECT?

A. LOOK A ND FEEL IS INHERIT ED FROM PRIMA RY MASTER OBJECT

B. RECORD OWNERSHIP IS INHERITED FROM PRIMA RY MASTER OBJECT
C. NO SUCH SIGNIFICA NCE
D. BOTH A & B
…
…
D. BOTH A & B

CA N THE USER RECORDS BE PERMA NENTLY DELETED FROM THE SALESFORCE.COM?

A. YES
B. NO
C. DEPENDS ON PROFILE SETTINGS OF THE A DMINISTRATOR
D. USER RECORDS CA N BE A RCHIV ED SO THAT THEY A RE AVAILABLE ON REQUEST
…

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…
B. NO

(Here, they are referring to actual Salesforce.com users, not the records belonging to Salesforce.com u ser s ;-)

WHICH OF THE FOLLOWING OBJECTS CA NNOT BE IMPORTED V IA THE SALESFORCE.COM IMPORT WIZA RD?

A. LEADS
B. ACCOUNTS
C. OPPORTUNITIES
D. SOLUTIONS
…
…
C. OPPORTUNITIES

SALESFORCE.COM RECORD ID’S A RE IDENTICAL IN?

A. PRODUCTION AND CONFIG ONLY SANDBOX

B. PRODUCTION AND DEV ELOPER SANDBOX
C. PRODUCTION A ND FULL COPY SA NDBOX
D. RECORD ID’S ARE ALWAYS DIFFERENT IN DIFFERENT ENV IRONMENT
…
…
C. PRODUCTION A ND FULL COPY SA NDBOX

Although this is probably a good representative question-and-answer, it may also be representative of a certain amount of
ambiguity that you might find in the exam questions. For example, in the help text below, you will see that data that is copied
down from Production to the Sandbox retains the Salesforce Record ID and Configuration only sandboxes copy, among other
things, Products, which would result in matching Salesforce Record IDs, though in very narrow circumstances. Ergo, the best
answer is Production and Full Copy Sandboxes, since Fully Copy Sandboxes pull down all of the data with matching
Salesforce Record IDs, leaving aside any narrow exceptions.

Sandbox Overview

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

User Permissions Needed

To v iew a sandbox:
“View Setup and Configuration”

To create, refresh, activate, and delete sandbox:

“Modify All Data”

Salesforce gives you the ability to create multiple copies of your organization in separate environments for a variety of purposes, such as testing and
training, without compromising the data and applications in your Salesforce production organization. These copies are calledsandboxes and are nearly
identical to your Salesforce production organization. For a list of differences, see Sandbox Setup Tips and Considerations.

Sandboxes are completely isolated from your Salesforce production organization, so operations you perform in your sandboxes do not affect
your Salesforce production organization, and vice versa.
The sandbox types are:

Dev eloper Sandbox

Developer sandboxes are special configuration sandboxes intended for coding and testing by a single developer. Multiple users can log into
a single Developer sandbox, but their primary purpose is to provide an environment in which changes under active development can be
isolated until they’re ready to be shared. Just like Configuration Only sandboxes, Developer sandboxes copy all application and
configuration information to the sandbox. Developer sandboxes are limited to 10 MB of test or sample data, which is enough for many
development and testing tasks. You can refresh a Developer sandbox once per day.

Configuration Only Sandbox

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Configuration Only sandboxes copy all of your production organization's reports, dashboards, price books, products, apps, and
customizations under Setup, but exclude all of your organization's standard and custom object records, documents, and attachments.
Creating a Configuration Only sandbox can decrease the time it takes to create or refresh a sandbox from several hours to just a few
minutes, but it can only include up to 500 MB of data. You can refresh a Configuration Only sandbox once per day.

Full Sandbox

Full sandboxes copy your entire production organization and all its data, including standard and custom object records, documents, and
attachments. You can refresh a Full sandbox every 29 days.

Sandbox templates allow you to pick specific objects and data to copy to your sandbox, so you can control the size and content of
eachsandbox. Sandbox templates are only available for Full sandboxes.

Sandbox Availability
You purchase licenses for each sandbox type, and can purchase multiple licenses of each type. Sandbox licenses are hierarchical. Specifically, the
following table shows the type of sandbox you can create with each license:
Configuration
Full Sandbox license Developer Sandboxlicense
OnlySandbox license

Allows you to create:

Developer sandbox type

Configuration Only sandbox type

Full sandbox type

License stages are:

Available

A purchased sandbox license. Salesforce displays the number of “Available” sandboxes. This is your total number of used and
unused sandboxes.

In use

The active, or ready to be activated, sandboxes you created with your license.

Note
If you don’t see a sandbox option or need licenses for more sandboxes, contact salesforce.com to order sandboxes for your organization.

The status of a Sandbox can be:

Copying

A sandbox in the initial creation stage. When you create (or refresh) a sandbox, Salesforce copies the configuration and data you specify to
the sandbox. A sandbox in the “Copying” stage is not yet ready for use. Copy time depends on the size of the data, and can take several
hours.

Ready for use

Salesforce finished copying data to the sandbox, and you can log into the sandbox or run application tests on the sandbox.

Replacement Ready

When you refresh an existing sandbox, you also need to activate it. The “Replacement Ready” status indicates Salesforce has a copy of
your object data and is ready for you to activate the sandbox so you can use it.

Sandbox Setup Tips and Considerations

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

User Permissions Needed

To v iew a sandbox:
“View Setup and Configuration”

To create, refresh, activate, and delete sandbox:

“Modify All Data”

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Consider the following before you create a sandbox.

Servers and IDs

 Salesforce substitutes a new organization ID for your sandbox in place of your production organization ID because two organizations cannot
share the same ID. So, the organization ID of your sandbox changes each time your sandbox is refreshed.Salesforce inserts the new value in
any place the organization ID is used, such as text values and metadata.
The organization ID you are currently logged into can be found in Setup at Company Profile | Company Information. Any script or process,
such as test scripts or Web-to-Lead, that depends on a “hard coded” organization ID needs to use the current ID for thesandbox. When you
deploy your changes to a production organization, update those scripts or processe s with the production organization ID.
 Salesforce stores sandbox organizations on several instances. When a sandbox is created or refreshed, an instance is selected for
your sandbox, so your sandbox organizations may appear on different instances and have different URLs.
 When data that contains object IDs is copied from your production instance into your sandbox, the object IDs in your sandboxmatch the object
IDs in your production instance. However, data created independently in your production instance and sandboxwill not contain matching object
IDs.

Users and Contacts

 User information is included in a sandbox copy or refresh for all sandbox types. Because all Salesforce usernames must be unique and
reference a single organization, all copied usernames are modified to ensure uniqueness during the copy process.
For each username, the copy process applies modifications as necessary to generate a unique, new username:
o First, the sandbox name is appended to the username. For example, the username [email protected] for
a sandbox namedtest becomes [email protected] .
o If the resulting username is not unique, a second modification is performed in which a number of characters and digits are prepended to
the modified username. This second modification may result in a username such as [email protected].
When you log in with the modified username, you log into the corresponding sandbox.
 The copy process doesn’t copy Contact data to developer and configuration sandboxes. Therefore, Customer Portal users aren’t copied.
However, the copy process does copy the Customer Portal licenses, so you can create Customer Portal users in thesesandboxes as needed.
 User email addresse s are modified in a sandbox so that production users, who may not know of the sandbox, don’t receive automatically
generated email messages from the sandbox, such as notifications from triggered workflow or escalation rules. If you do want sandbox users to
receive automatically generated emails as part of your testing, you can manually correct the email addresse s while logged into the sandbox.
Warning
Sandboxes automatically change Salesforce user email addresse s, but don’t change other email addresses inSalesforce, such as
those in contact records. To avoid sending unsolicited email from your sandboxes, manually invalidate or delete all email addresses in
your sandboxes that don’t belong to users of the sandbox. When testing outbound email, change contact email addresses to those of
testers or an automated test script.

Em ail Deliverability
Newly created sandboxes have the default email deliverability setting System email only. To configure email deliverability settings, in the
sandbox organization, from Setup, click Email Administration | Deliverability. If editable, set the Access levelin the Access to Send
Email section. You may not be able to edit the Access level if salesforce.com has restricted your organization’s ability to change this setting.
 No access >: Prevents all outbound email to and from users.
 System email only : Allows only automatically generated emails, such as new user and password reset emails.
 All email >: Allows all types of outbound email. Default for new, non-sandbox organizations.
Tip
The System email only setting is especially useful for controlling email sent from sandboxes so that testing and development work
doesn’t send test emails to your users.
 Newly created sandboxes default to System email only.

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 Sandboxes created before ’Spring 13 default to All email.

Creating, Refreshing, and Deleting Sandboxes

 Sandbox copy is a long-running operation that occurs in the background. You are notified of the completion of a sandbox copy via
email. Sandbox refreshes might complete in minutes, days, or even more than a week.
 A number of conditions factor into the duration of a sandbox copy or refresh, including the number of customizations, data size, numbers of
objects and configuration choices (for full copies), and server load. Also, sandbox refreshes are queued, so your requested copy may not start
immediately after your request.
 A sandbox is not a point-in-time snapshot of the exact state of your data. Furthermore, we recommend that you limit changes to your production
organization while a sandbox is being created or refreshed. Setup and data changes to your production organization during
the sandbox creation and refresh operations may result in inconsistencies in your sandbox. You might detect and correct some inconsistencies
in your sandbox after it is copied or refreshed.
 Some types of sandboxes might not be available to choose from if you already reached your organization's limit of the types ofsandboxes you
can create or refresh. For example, if your organization is limited to one full sandbox, and a full sandbox is already created, you may not select
a Full sandbox when creating a new sandbox. However, you may refresh your existing Full sandbox.
 When you are finished with a sandbox, you can refresh it to create a new copy. However, if you have reduced your organization's number
of sandboxes, a Delete link displays next to existing sandboxes, allowing you to delete a sandbox of your choice. Note that you must delete
a sandbox before you can refresh any more sandboxes.
 If you have active Salesforce-to-Salesforce connections in your sandbox, you must deactivate and then reactivate the connection(s) after the
sandbox is refreshed.

Configuring Full Sandboxes

When you create or refresh a full sandbox, you can configure it not to copy some data that is generally not useful in a sandbox. Keeping the minimum
selections will speed up your sandbox copy.
 The Object History, Case History, and Opportunity History options allow you to select the number of days of history from your production
organization to copy to your sandbox. You can copy from 0 to 180 days of history, in 30–day increments. The default value is 0 days.
 By default, Chatter data won’t be copied to your sandbox. Chatter data includes feeds, messages, and discovery topics. Select theCopy
Chatter Data checkbox if you need to copy it.
 The setup audit trail history of your production organization won’t be copied to your sandbox. The audit trail for your sandboxorganization will
start when you begin to use it.
 Archived activities (tasks and events that aren’t available in the production organization because they’re over a year old) and password history
(users’ previous passwords) won’t be copied to your sandbox.
Note
Don’t increase the default selections unless special circumstances require it. Too much data can cause significant delays in the time it takes to
copy your sandbox.

Accessing Sandboxes

 Access changes for sandbox users:

o A sandbox refresh deletes and recreates the sandbox as a new copy of the production organization. In effect, this reverses any manual
access changes you've performed. If you created sandbox-only users, they will no longer exist, and a user’s profile and permissions
revert to their values in the production organization. This means that after a refresh, any access changes will need to be repeated in the
new copy.
o You can create users in your production organization that are inactive, and then activate them in a sandbox. This is a good way to
create a user in a sandbox that has the appropriate permissions to develop in a sandbox.

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o Many development and testing tasks require the “Modify All Data” permission. Because your developers might not have that permission
in the production organization, you may need to increase their permissions in a sandbox. Exercise caution when granting this
permission in sandbox organizations that contain sensitive information copied from production (for example, social security numbers).
o You can create new users for sandbox development, but these count against the number of licensed users in your organization. To
reduce your license count, you can disable production users who won’t need access to the sandbox.
o To grant users access to a sandbox, you must log in as the administrator on the sandbox organization, and then create or upgrade user
access in the sandbox.
 Always log in to your sandbox organization using the https://test.salesforce.com login URL.
 Remember to log in using the modified username as described in Users and Contacts.
 If using the API, after you log in you must use the redirect URL that is returned in the loginResult object for subsequent access. This URL
reflects the instance on which the sandbox is located and the appropriate server pool for API access.
 All sandbox copies are made with federated authentication with SAML disabled. Any configuration information is preserved, except the value
for Recipient URL . The Recipient URL is updated to match your sandbox URL, for example http://cs1.salesforce.com, after
you re-enable SAML. To enable SAML in the sandbox copy, from Setup, click Security Controls | Single Sign-On Settings; then click Edit,
and select SAML Enabled . You must change the value of the Recipient URL in the certificate for your client application as well.

Sandbox Storage Limits

 Full copy sandboxes have the same storage limit as your production organization.
 Configuration Only sandboxes have a 500 MB storage limit.
 Developer sandboxes have a 10 MB storage limit.
 Sandboxes don’t send email notifications when storage limits are reached. However, if you reach the storage limit of your sandbox, you cannot
save new data in your sandbox. To check your storage limits, from Setup, click Data Management | Storage Usagein your sandbox.

Custom ization and Data Changes

 Customizations and data changes in your production organization don’t automatically appear in your sandboxes. You must create a
new sandbox or refresh an existing one to see the customizations made to your organization since the last time you created or refreshed
a sandbox.
 You can only add, edit, or delete Apex using the Salesforce user interface in a Developer Edition or sandbox organization. In
aSalesforce production organization, you can only make changes to Apex by using the compileAndTestAPI() call.
 If your sandbox is the same version as Force.com AppExchange, you can:
o Install and deploy apps from Force.com AppExchange in your sandbox.
o Publish apps from your sandbox to Force.com AppExchange.
Publishing managed packages from a Force.com Sandbox is not advised, as refreshing or deleting the sandbox will prevent any
revisions to that managed package.
 The version of your sandboxes may differ from Force.com AppExchange around the time of a Salesforce release. Check the logo in the upper
left corner of your sandbox home page for version information.
 If your organization uses quote templates, and you create a Configuration Only sandbox, templates that contain Text/Image fields cannot be
opened for editing within the sandbox.
 If your production organization uses an image in quote templates and you copy the organization to your sandbox, the image path will no longer
be correct and the image will appear as a broken link. To display the image, reinsert it from the correct location on your sandbox.

Service Exclusions

 The following features are disabled and cannot be enabled in sandboxes:

o Case escalation.
o Contract expiration warnings.

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Case escalation, and contract expiration warnings are disabled because they automatically send email to contacts, customers, and
users who should not interact with sandboxes.
o Subscription summary.
o Data exports (in Setup at Data Management | Data Export | Export Now or Data Management | Data Export | Schedule Export).
o The ability to create Salesforce sandboxes.
o Email service addresses that you create in your sandbox cannot be copied to your production organization.
o The ability to publish Site.com sites.

Other Service Differences

 Only custom links created as relative URLs, such as /00Oz0000000EVpU&pv0={!Account_ID} will work when copied to your sandboxes.
Custom links created as absolute URLs, such as https://na1.salesforce.com/00Oz0000000EVpU&pv0={!Account_ID} , don’t
work in your organization's sandboxes. We recommend that you use only relative URLs in your production organization. Otherwise, you will
need to correct the URLs in each sandbox.
 Salesforce has a background process that permanently deletes records in the Recycle Bin that are older than 30 days. This process runs at
different times on different servers, so its timestamp in your sandbox differs from its timestamp in your production organization. Applications and
integrations that depend on this timestamp may fail if they are first connected to one environment, such as your production organization, and
then later connected to another environment, such as your sandbox. Keep this in mind when developing applications and integrations that
depend on this timestamp.
Note that the time of the latest execution of the background delete process is available through the getDeleted() API call.

A CUSTOM FIELD IS MA DE REA D ONLY FROM THE FIELD LEV EL SECURITY A ND REQUIRED FROM PAGE LAYOUT. THE
FIELD WILL BE

A. REA D ONLY FOR THE USER

B. REQUIRED FOR THE USER
C. THROWS A N ERROR A ND DON’T ALLOW TO MAKE REA D ONLY FIELD MA NDATORY FROM PA GE LAYOUT
D. USER IS GIV EN A CHOICE IN A POP UP WINDOW
…
…
A. REA D ONLY FOR THE USER

WHICH OF THE FOLLOWING IS NOT A ROLL UP SUMMA RY FIELD OPERA TION?

A. SUM
B. MAX
C. MIN
D. COUNT
E. AVERA GE
…
…
E. AVERA GE

About Roll- Up Sum m ary Fields

Available in: Contact Manager, Group, Professional, Enterprise, Unlim ited, Developer, and Datab ase.com Editions

While your for mula fields calculate values using fields w ithin a single record, roll-up summary fields calculate values from a set of
related records, such as those in a related list. You can create roll-up summary fields that automatically display a value on a mas ter
record based on the values of records in a detail record. These detail records must be directly related to the master through a master-
detail relationship. For example, a custom account field called Total Invoice A mount displays the sum of invoice amounts for all r elated
invoice custom object records in the Invoices related list on an account.

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You can perform different types of calculations w ith your roll-up summary fields. You can count the number of detail records related to a
master record, or calculate the sum, minimum value, or maximum value of a field in the detail records.

Before you begin creating roll-up summary fields for your organization, review the implementation tips and best practices.

Im plem entation Tips

Adm inistration
 Create roll-up summary fields on:
o Any custom object that is on the master side of a master-detail relationship
o Any standard object that is on the master side of a master-detail relationship w ith a custom object
o Opportunities using the values of opportunity products related to the opportunity
o Accounts using the values of related opportunities
o Campaigns using campaign member status or the values of campaign member custom fields

Note: Campaign member custom for mula fields that reference fields derived from leads or contacts are not supported.

 The types of fields you can calculate in a roll-up summary field depend on the type of calculation. For example,
o Number, currency, and percent fields are available w hen you select SUM as the roll-up type.
o Number, currency, percent, date, and date/time fields are available w hen you select MIN or MAX as the roll-up type.
 You may not be able to change the field type of a field that you reference in a roll-up summary field.
 For the max imum number of roll-up summary fields allow ed in your organization, see Salesforce Editions and Limits.

 Make sure that the filter for your roll-up summary does not encounter a formula field that results in “#Error !”. If your filter criteria
uses a formula field that results in an error, Salesforce does not return any matches for that filter criterion. For example, if your
roll-up summary filter is “For mula Field equals 10” and tw o records contain errors w hile one contains the value “10” in that
field, your summary only includes the record w ith the value “10.”
 Salesforce does not recalculate the value of campaign roll-up summary fields w hen leads or contacts are deleted. Select
the Force a mass recalculation on this field option on the edit page of a campaign roll-up summary field to manually
recalculate the value.
 Long text area, multi-select picklist, Description, system fields like Last Activity, cross-object formula fields, and lookup fields
(such as the Product Code field) cannot be used in the field column of roll-up summary filters.
 Auto number fields are not available as the field to aggregate in a roll-up summary field.
 After you have created a roll-up summary field on an object, you cannot convert the object's master-detail relationship into a
lookup relationship.
 Roll-up summary fields are not available for mapping lead fields of converted leads.

Management
 Roll-up summary fields cannot calculate the values of other roll-up summary fields except for account to opportunity roll-up
summary fields, w hich allow you to calculate the values of opportunity roll-up summary fields.
 Roll-up summary fields can calculate the values of formula fields if they do not contain cross-object field references or
functions that automatically der ive values on the fly, such as NOW or TODAY.

Note: The value of a formula field can result in “#Error !”, w hich affects the summar ized total. If your roll-up summary type is COUNT,
records are included regardless of w hether they contain a formula field w ith an error, but w hen the Field to Aggregate is a formula field
that results in “#Error !”, calculations of type MIN, MAX, and SUM exclude those for mula values.

 Changes to the value of a roll-up summary field can tr igger assignment rules to run. If a roll-up summary field is part of the
criteria in an assignment rule, the field's new value is used to evaluate if the record should be reassigned.
 Roll-up summary fields can trigger w orkflow rules and field validations. How ever, workflow rules and field validations do not
fire w hen the follow ing changes cause a mass recalculation of roll-up summary values:
o Changing the roll-up summary definition (such as the object, function, or field being aggregated)
o Changing the expression of a formula field referenced in a roll-up summary field
o Replac ing picklist values for picklist fields referenced in the roll-up summary filter
o Changing picklist record type definitions
o Changing currency conversion rates
o Changing price book entries

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 Calculating roll-up summary field values may take up to 30 minutes, depending on the number of records affected and other
factors.
 Salesforce does not prevent you from creating roll-up summary fields that might result in invalid values, such as February 29th
in a non-leap year. If an existing roll-up summary field results in an invalid value, Salesforce does not recalculate the value,
and the field w ill continue to display w ith an invalid roll-up summary icon ( ) until you change the values being summar ized.
 If your organization uses multiple currencies, the currency of the master record deter mines the currency of the roll-up
summary field. For example, if the master and detail records are in different currencies, Salesforce converts the values in the
detail record into the currency of the master record before calculating the final value and displaying it in the same currency as
the master record.
 If your organization has advanced currency management enabled, currency roll-up summary fields are invalid if they are on
accounts and summarizing opportunity values, or on opportunities and summarizing custom object values.
 Salesforce w ill prevent users from saving a record w hen doing so w ould invalidate a related record. For example, if the related
master record has a validation rule that requires the roll-up summary field value to be greater than 100, and the user's change
to the child record w ill put the value over 100, the user w ill not be able to save the record.
 If a lookup field references a record that is deleted, Salesforce sets the lookup field to null, and does not run any Apex triggers,
validation rules, w orkflow rules, or roll-up summary fields.

Best Practices
 Apply field-level security to your roll-up summary fields if they calculate values that you do not w ant visible to users. Fields that
your users cannot see due to field-level security settings on the detail record are still calculated in a roll-up summary field.
 If you have validation rules, consider how they affect roll-up summary fields. A validation error can display w hen saving either
the detail or master record because the value in a roll-up summary field changes w hen the values in the detail records change.
 Because roll-up summary fields are not displayed on edit pages, you can use them in validation rules but not as the error
location for your validation.
 Avoid referencing a roll-up summary field from a child record. The roll-up summary field w ill have the previous value because
the parent record has not been updated. If you reference a roll-up summary field from a parent record, the roll-up summary
field w ill alw ays have the new value because that rule runs after the parent value has been updated.
 If you are trying to enforce a record limit of 25 on the parent roll-up summary field, w hen you add a new child record, your
validation rule on the child object needs to check if the count is already 25 or greater.
o AND( ISNEW(), Opportunity.Line_Count__c >= 25)
 Plan your implementation of roll-up summary fields carefully before creating them. Once created, you cannot change the detail
object selected or delete any field referenced in your roll-up summary definition.
 Roll-up summary fields are affected by advanced currency management. If your organization enables advanced currency
management, delete any currency roll-up summary fields on accounts that summarize opportunity values or on opportunities
that summarize custom object values. Otherw ise, the fields continue to display w ith an invalid roll-up summary icon
because Salesforce no longer calculates their values.
 Automatically derived fields such as current date or current user are not allow ed in roll-up summary fields. This inc ludes
formula fields containing functions that automatically derive values on the fly, such as NOW and TODAY. For mula fields that
include related object merge fields are also not allow ed in roll-up summary fields.

HOW MA NY FIELDS CA N BE ENABLED FOR TRA CKING ON A CUSTOM OBJECT?

A. 10
B. 20
C. 30
D. 40
E. NONE OF THE ABOV E
…
…
B. 20

WHICH OF THE FOLLOWING IS NOT PA RT OF THE PROFILE?

A. USER LICENSE
B. PA GE LAYOUT
C. RECORD TY PES
D. FIELD LEV EL SECURITY
E. ROLES
…
…

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E. ROLES

A profile contains the settings and per missions that control w hat users can do w ithin Salesforce, the partner portal, and the Customer
Portal. Depending on w hich profile user interface is enabled in your organization, you can:
● View and edit profiles in the enhanced profile user interface
● View and edit profiles in the original profile user interface

You can also change per missions in multiple profiles from the list view .

Profiles control:
● Which standard and custom apps users can view
● Which tabs users can view
● Which record types are available to users
● Which page layouts users see
● Object per missions that allow users to create, read, edit, and delete records
● Which fields w ithin objects users can view and edit
● Per missions that allow users to manage the system and apps w ithin it
● Which Apex classes and Visualforce pages users can access
● Which desktop clients users can access
● The hours dur ing w hich and IP addresses from w hich users can log in
● Which service prov iders users can access (if Salesforce is enabled as an identity prov ider)

Every organization has standard profiles. In Contact Manager, Group, and Professional Edition organizations, you can assign standard
profiles to your users, but you can't view or edit the standard profiles or create custom profiles.

In Enterprise, Unlimited, and Developer Edition organizations, you can use standard profiles, or create, edit, and delete custom profiles.
For standard profiles, only certain settings can be changed.

Each standard or custom profile belongs to exactly one user license type.

HOW MA NY CUSTOM SUMMA RY FORMULA FIELDS A RE ALLOWED ON A SINGLE REPORT?

A. 5
B. 10
C. 15
D. 20
E. NO LIMIT
…
…
A. 5

Create custom summary formulas to calculate additional totals based on the numeric fields available in the report type. A formula is an
algor ithm that derives its value from other fields, expressions, or values. For mulas must be 3900 or few er characters. You can create
up to five formulas per report. For mulas can't be shared across multiple reports. To build custom summary formulas for summary and
matrix reports:
1. In report builder, click Add Form ula in the Fields pane.
2. Enter a name for your formula as it w ill appear on the report. The label must be unique. Optionally, enter a description.
3. From the For mat drop-dow n list, select the appropr iate data type for your formula based on the output of your calculation.
See Choosing a For mula Data Type for more infor mation on for mula data types.
4. From the Decimal Places drop-dow n, select the number of decimal places to display for currency, number, or percent data
types. This setting is ignored for currency fields in multicurrency organizations. Instead, the Decimal Places for your
currency setting apply. Note: If you select None for Decimal Places, the effective values are:
a. For currency, displays up to 18 digits, w ith the default decimal-place precision for the currency
b. For percentages, displays up to 18 digits, w ith no decimal places
c. For numbers, displays up to 18 digits, w ithout changing the decimal-place precision
5. Set the Where w ill this formula be displayed? option. The for mula calculation w ill be displayed in the report at the level you
select. To display the formula calculation at every level, including the Grand Total, select All summary levels.
6. Build your for mula:
a. Select one of the fields listed in the Summary Fields drop-dow n list. This field’s value is used in your formula.
b. Select the kind of summary type to use in your formula. This option is not available for Record Count.

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Summ ary Type Description

Sum The summary value of data in a field or grouping of fields.
Largest Value The largest value of data in a field or grouping of fields.
Smallest Value The s mallest value of data in a field or grouping of fields.
Average The average of data in a field or grouping of fields.

c. Click Operators to add operators to your formula.

d. Select the function category (All, Logical, Math, or Summary), choose the function you w ant to use in your
formula, and clic kInsert.
e. Repeat these steps as necessary.
7. Click Check Syntax to see if your formula contains errors. Errors are highlighted by the cursor.
8. Click OK. Your formula isn't saved until you save the report.

Tips on Building Custom Summ ary Form ulas

● A summary formula can't reference another summary formula.
● Summary formulas can reference number, currency, percent, and checkbox (true/false) fields for the types of records
included in your report. For example, a summary formula in an Opportunities w ith Partners report can reference opportunity
Amount orStage Duration, as w ell as account Annual Revenue.
● Regardless of the summary formula data type, your summary formula can contain fields of different data types,
including: number, currency, percent, and chec kbox (true/false) fields.
● When fields are deleted, they are also deleted from the summary formulas that reference them.
● The summary types Sum, Largest Value, Smallest Value, and Average are not available for use w ith the Record Count field.
● The Smallest Value summary type includes blank (null) or zero values in the summary formula calculation if these values
are present in your report data.
● The Largest Value summary type includes the largest blank (non-null) value present in your report data.
● Percents are represented as decimals in summary formulas. 20% is represented as 0.20.
● Operators can be used to give fields in summary formulas a negative value. For example: { !EMPLOY EES:SUM} + -
{!SALES:SUM}.
● For custom summary formulas on matr ix reports, Salesforce calculates results for all for mulas w here the Where w ill this
formula be displayed? option is not set to All summary levels. The for mula deter mines the value returned. If the formula
encounters an error, such as division by zero, it returns #Error!. If null is returned, the cell w ill be empty.
● “#Too Big!” displays on report cells if your custom summary formula output is over 21 digits. When this happens,
check your formula for calculations that could result in more than 18 digits. Avoid multiply ing large numbers, raising a large
number to a pow er, or dividing by a very small number.
● Formulas treat blank (null) report cells as zero values.
● “#Error!” displays on report cells w henever an error occurs w hile calculating a formula’s value. “#Error !” also displays w hen
formulas divide by zero. To resolve the error, check your formula and provide an alternative value.
● Functions des igned specifically for use w ith custom summary formulas are available under the Summary function category.
Select a function, then c lick Help on this function for information.

IS IT POSSIBLE FOR A USER TO SEE DIFFERENT SET OF DATA IN REPORT A ND IN A DASHBOARD BASED ON THE SA ME
REPORT?

A. YES
B. NO
…
…
A. YES

Analytics Overview

Salesforce offers a pow erful suite of analytics tools to help you view and analyze your data. This topic introduces the parts and explains
how they w ork together. Salesforce analytics consists of several integrated parts:

Report Types

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A report type defines the set of records and fields available to a report based on the relationships betw een a primary object and its
related objects. Reports display only records that meet the criteria defined in the report type. Salesforce provides a set of pre-defined
standard report types; administrators can create custom report types as w ell.

For example, an administrator can create a report type that shows only job applications that have an associated resume; applications
w ithout resumes w on't show up in reports us ing that type. An administrator can also show records that may have related records—for
example, applications w ith or w ithout resumes. In this case, all applications, w hether or not they have resumes, are available to reports
using that type.

Reports

A report returns a set of records that meets certain criteria, and displays it in organized row s and columns. Report data can be filtered,
grouped, and displayed graphically as a chart. Reports are stored in folders, w hich control w ho has access.

Dashboards

A dashboard show s data from source reports as visual components, w hich can be charts, gauges, tables, metrics, or Visualforce
pages. They provide a snapshot of key metrics and performance indicators for your organization. Each dashboard can have up to 20
components. (And up to three columns) Administrators control access to dashboards by storing them in folders w ith certain visibility
settings. Dashboard folders can be public, hidden, or restricted to groups, roles, or territories. If you have access to a folder, you can
view its dashboards. To view a dashboard component, users need access to the folder for the underlying source report. Follow a
dashboard to get updates about the dashboard posted to your feed.

Each dashboard has a running user, w hose security settings deter mine w hich data to display in a dashboard. If the running user is a
specific user, all dashboard v iew ers see data based on the security settings of that user—regardless of their ow n personal security
settings. For dynamic dashboards, you can set the running user to be the logged-in user, so that each user sees the
dashboard according to his or her own access level.

Folders

A folder is a place w here you can store reports, dashboards, documents, or email templates. Folders can be public, hidden, or s hared,
and can be set to read-only or read/w rite. You control w ho has access to its contents based on roles, per missions, public groups, and
license types. You can make a folder available to your entire organization, or make it private so that only the ow ner has access.

Analytic Sn apshots

An analytic snapshot lets you report on historical data. Authorized user s can save tabular or summary report results to fields on a
custom object, then map those fields to corresponding fields on a target object. They can then schedule w hen to run the report to
load the custom object's fields w ith the report's data. Analytic snapshots let you to w ork w ith report data s imilarly to how you w ork w ith
other records in Salesforce.

For example, a customer support manager could set up an analytic snapshot that reports on the open cases assigned to his or her
team everyday at 5:00 PM, and store that data in a custom object to build a history on open cases from w hich he or she could spot
trends via reports. Then the customer support manager could report on point-in-time or trend data stored in the custom object and use
the report as a source for a dashboard component.

Note

Additional dynamic dashboards, scheduled reports, scheduled dashboards, and scheduled analytic snapshots may be available for
purchase. Contact your salesforce.com representative for information.

WHICH OF THE FOLLOWING IS NOT A N AVAILABLE FUNCTION IN THE FORMULA FIELDS?

A. HY PERLINK
B. SUBSTITUTE
C. RPA D
D. VLOOKUP
…
…
D. VLOOKUP

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Note that VLOOKUP is listed in the help text table below, but I went through every available data types for a function, and did
not find VLOOKUP, so the answer is correct. (Note that I did not find any functions in the Summary, Advanced and Encoding
function categories below and had mixed results for the other function categories. Further clarification is required.)

Your custom for mula fields require special attributes. To build your for mula:
1. Begin building a for mula field the same w ay you create a custom field. See Creating Custom Fields.
2. Select the data type for the formula. Choose the appropriate data type for your formula based on the output of your
calculation. See Choos ing a For mula Data Type.
3. Choose the number of decimal places for currency, number, or percent data types. This setting is ignored for currency fields
in multicurrency organizations. Instead, the Decimal Places for your currency setting apply.
4. Note: Salesforce uses the round half up tie-breaking rule for numbers in for mula fields. For example, 12.345 becomes
12.35 and −12.345 becomes −12.34.
5. Click Next.
6. Build your for mula:
a. If you are building a for mula in the Advanced Form ula tab or for approvals or rules, such as w orkflow , validation,
assignment, auto-response, or escalation, click Insert Field, choose a field, and clic k Insert.
b. To create a basic formula that passes specific Salesforce data, select the Sim ple Form ula tab, choose the field
type in the Select Field Type drop-dow n list, and choose one of the fields listed in the Insert Field drop-dow n list.
c. Tip: Build cross-object formulas to span to related objects and reference merge fields on those objects.
d. To insert an operator, choose the appropriate operator icon from the Insert Operator drop-dow n list. Use the
examples inOperators and Functions.
e. Optionally, click the Advanced Form ula tab to use functions and view additional operators and merge fields.
Functions are prebuilt for mulas that you can customize w ith your input parameters. For a description of each
operator and function, see Operators and Functions.
f. To insert a function, double-click its name in the list, or select it and click Insert Selected Function. To filter the
list of functions, choose a category from the Functions drop-dow n list. Select a function and c lick Help on this
function to view a description and examples of formulas using that function.
g. Consider adding comments to your formula, especially if it is complicated. Comments must begin w ith a forw ard
slash follow ed by and asterisk (/*), and conclude w ith an asterisk follow ed by a forw ard slash (*/).
h. Comments are useful for explaining specific parts of a formula to administrators view ing the for mula definition. For
example:
i. AND( /*competitor field is required, chec k to see if field is empty */ LEN( Competitor__c) = 0, /* rule only
enforced for ABCD record types */ $RecordType.Name = "ABCD Opportunity", /* checking for any closed
status, such as closed w on and closed lost…allow s for additional closed picklist values in the future */
CONTA INS( TEXT(StageName), "Closed") )
j. You can also use comments to comment out sections of your formula w hen debugging and chec king the syntax
to locate errors in the formula.

Note
■ Nesting comments causes a syntax error. For example, you cannot save a for mula that has the
follow ing: /* /* comment */ */
■ Commenting out a w hole formula causes a syntax error.
■ Comments count against the character and byte size limits in for mulas.

7. Warning: Your formula cannot contain more than 3,900 characters.

8. Click Check Syntax to check your formula for errors.
9. Optionally, enter a description of the for mula in the Description box.
10. If your formula references any number, currency, or percent fields, choose an option for handling blank fields. To give any
blank fields a zero value, choose Treat blank fields as zeros. To leave these fields blank, choose Treat blank fields as
blanks.
11. Click Next.
12. In Enterprise, Unlimited, and Developer Editions, set the field- level security to deter mine w hether the field should be v isible
for specific profiles, and click Next.
13. Choose the page layouts that should display the field. The field is added as the last field in the first tw o-column section on
the page layout. For user custom fields, the field is automatically added to the bottom of the user detail page.
14. Click Save to finish or Save & New to create more custom fields.
Note: Because formula fields are automatically calculated, they are read-only on record detail pages and do not update last modified
date fields. For mula fields are not v isible on edit pages.

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In account for mulas, all business account fields are available as merge fields. How ever, account fields exclusive to person accounts
such as Birthdate and Email are not available. For more information, see What is a Person Account?.

For mulas on Activities that use standard fields shouldn't be placed on both the Task and Ev ent pages. This is because both Tas ks
and Events are considered Activities. For instance, if a formula is used on a standard field only available for Tasks, it w ill also
mistakenly be pulled into Ev ents.

Operators and Functions

Use the follow ing operators and functions w hen building for mulas. Click on the name or description below to view more details. All
functions are available everyw here that you can include a formula such as formula fields, validation rules, approval processes, and
workflow rules, unless otherw ise specified.

Note: Extraneous spaces in the samples below are ignored by Salesforce.

Math Operators

Operator Description
+ Calculates the sum of tw o values.
- Calculates the difference of tw o values.

* Multiplies its values.

/ Divides its values.
^ Raises a number to a pow er of a specified number.

() Specifies that the expressions w ithin the open parenthesis and close parenthesis are evaluated first. All
other expressions are evaluated us ing standard operator precedence.

Logical Operators

Operator Description
= and == Evaluates if tw o values are equivalent.
<> and != Evaluates if tw o values are not equivalent.

< Evaluates if a value is less than the value that follow s this symbol.

> Evaluates if a value is greater than the value that follow s this symbol.
<= Evaluates if a value is less than or equal to the value that follows this symbol.

>= Evaluates if a value is greater than or equal to the value that follow s this symbol.

&& Evaluates if tw o values or expressions are both true. Use this operator as an alternative to the logical
function AND.
|| Evaluates if at least one of multiple values or expressions is true. Use this operator as an alternative to
the logical function OR.

Text Operators

Operator Description
& Connects tw o or more strings.

Date and Tim e Functions

Function Description
DAT E Returns a date value from year, month, and day values you enter.

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Salesforcedisplays an error on the detail page if the value of the DATE function in
a formula field is an invalid date, such as February 29 in a non-leap year.

DAT EVAL UE Returns a date value for a date/time or text expression.

DAT ET IMEVAL UE Returns a year, month, day and GMT time value.

DAY Returns a day of the month in the for m of a number betw een 1 and 31.

MONT H Returns the month, a number betw een 1 (January) and 12 ( December) in number
format of a given date.

NOW Returns a date/time representing the current moment.

TODAY Returns the current date as a date data type.

YEAR Returns the four-digit year in number for mat of a given date.

Inform ational Functions

Function Description
BLANKVAL UE Deter mines if an expression has a value and returns a substitute expression if it
does not. If the expression has a value, returns the value of the expression.
ISBLANK Deter mines if an expression has a value and returns TRUE if it does not. If it
contains a value, this function returns FALSE.
ISNULL Deter mines if an expression is null (blank) and returns TRUE if it is. If it contains
a value, this function returns FALSE.
NULLVAL UE Deter mines if an expression is null (blank) and returns a substitute expression if it
is. If the expression is not blank, returns the value of the expression.
PRIORVALUE Returns the previous value of a field.

Logical Functions

Function Description
AND Returns a TRUE response if all values are true; returns a FALSE response if one
or more values are false.
CASE Checks a given expression against a series of values. If the expression is equal
to a value, returns the corresponding result. If it is not equal to any values, it
returns the else_result.
IF Deter mines if expressions are true or false. Returns a given value if true and
another value if false.
ISCHANGED Compares the value of a field to the previous value and returns TRUE if the
values are different. If the values are the same, this function returns FALSE.
ISNEW Checks if the for mula is running during the creation of a new record and returns
TRUE if it is. If an existing record is being updated, this function returns FALSE.
ISNUMBER Deter mines if a text value is a number and returns TRUE if it is. Otherw ise, it
returns FALSE.
NOT Returns FALSE for TRUE and TRUE for FALSE.

OR Deter mines if expressions are true or false. Returns TRUE if any expression is
true. Returns FALSE if all expressions are false.

Math Functions

Function Description

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ABS Calculates the absolute value of a number. The absolute value of a number is the
number w ithout its positive or negative s ign.

CEILING Rounds a number up to the nearest integer.

EXP Returns a value for e raised to the pow er of a number you specify.

FLOOR Returns a number rounded dow n to the nearest integer.

LN Returns the natural logarithm of a specified number. Natural logarithms are based
on the constant e value of 2.71828182845904.

LOG Returns the base 10 logarithm of a number.

MAX Returns the highest number from a list of numbers.

MIN Returns the low est number from a list of numbers.

MOD Returns a remainder after a number is divided by a specified divisor.
ROUND Returns the nearest number to a number you specify, constraining the new
number by a specified number of digits.
SQRT Returns the positive square root of a given number.

Text Functions

Function Description
BEGINS Deter mines if text begins w ith specific characters and returns TRUE if it does.
Returns FALSE if it does not.

BR Inserts a line break in a string of text.

CONTAINS Compares tw o arguments of text and returns TRUE if the first argument contains
the second argument. If not, returns FALSE.
FIND Returns the position of a string w ithin a string of text represented as a number.

GET SESSIONID Returns the user’s session ID.

HYPERLINK Creates a link to a URL specified that is linkable from the text specified.
IMAGE Inserts an image w ith alternate text and height/w idth specifications.

INCL UDES Deter mines if any value selected in a multi-select picklist field equals a text literal
you specify.

ISPICKVAL Deter mines if the value of a picklist field is equal to a text literal you specify.
LEFT Returns the spec ified number of characters from the beginning of a text string.

LEN Returns the number of characters in a specified text string.

LOWER Converts all letters in the specified text string to low ercase. Any characters that
are not letters are unaffected by this function. Locale rules are applied if a locale
is provided.
LPAD Inserts characters you specify to the left-side of a text string.

MID Returns the spec ified number of characters from the middle of a text string given
the starting position.

RIGHT Returns the spec ified number of characters from the end of a text string.
RPAD Inserts characters that you specify to the right-side of a text string.

SUBSTIT UT E Substitutes new text for old text in a text string.

TEXT Converts a percent, number, date, date/time, or currency type field into text
anyw here formulas are used. Also, converts picklist values to text in validation
rules, formula fields, and field updates.

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TRIM Removes the spaces and tabs from the beginning and end of a text string.

UPPER Converts all letters in the specified text string to uppercase. Any characters that
are not letters are unaffected by this function. Locale rules are applied if a locale
is provided.

VALUE Converts a text string to a number.

Summ ary Functions

The follow ing functions can only be used in custom summary formulas for summary and matrix reports.

Function Description
PARENT GROUPVAL This function returns the value of a specified parent grouping. A “parent” grouping
is any level above the one containing the for mula. You can only use this function
in custom summary formulas for reports.
PREVGROUPVAL This function returns the value of a specified previous grouping. A “previous”
grouping is one that comes before the current grouping in the report. Choose the
grouping level and increment. The increment is the number of columns or rows
before the current summary. The default is 1; the maximum is 12. You can only
use this function in custom summary formulas for reports.

Advanced Functions

Function Description
GET RECORDIDS Returns an array of strings in the for m of record IDs for the selected records in a
list, such as a list view or related list.
INCL UDE Returns content from an s-control snippet. Use this function to reuse common
code in many s-controls.

LINKT O Returns a relative URL in the form of a link (href and anchor tags) for a custom s-
control or Salesforce page.

REGEX Compares a text field to a regular expression and returns TRUE if there is a
match. Otherw ise, it returns FALSE. A regular expression is a string used to
describe a for mat of a string according to certain syntax rules.
REQUIRESCRIPT Returns a script tag w ith source for a URL you specify. Use this function w hen
referencing the Force.com A JAX Toolkit or other JavaScript toolkits.

URL FOR Returns a relative URL for an action, s-control, Visualforce page, or a file in a
static resource archive in a Visualforce page. Exter nal w ebsites can use absolute
URLs for use in certain Visualforce components, such as <flow :interview >.
VLOOKUP Returns a value by looking up a related value on a custom object similar to
theVLOOKUP() Excel function.

En coding Functions

Function Description
HTML ENCODE Encodes text and merge field values for use in HTML by replacing characters that
are reserved in HTML, such as the greater-than sign (>), w ith HTML entity
equivalents, such as &gt;.

JSENCODE Encodes text and merge field values for use in JavaScript by inserting escape
characters, such as a backslash (\), before unsafe JavaScript characters, such as
the apostrophe (').
JSINHTML ENCODE Encodes text and merge field values for use in JavaScript w ithin HTML tags by
inserting escape characters before unsafe JavaScript characters and replacing

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characters that are reserved in HTML w ith HTML entity equivalents.

URL ENCODE Encodes text and merge field values for use in URLs by replacing characters that
are illegal in URLs, such as blank spaces, w ith the code that represent those
characters as defined in RFC 3986, Uniform Resource Identifier ( URI): Generic
Syntax. For example, blank spaces are replaced w ith %20, and exclamation
points are replaced w ith %21.

WHICH OF THE FOLLOWING CA NNOT BE USED AS A SOURCE REPORT FOR THE A NALYTICAL SNA P SHOT?

A. TABULA R REPORTS
B. SUMMA RY REPORTS
C. MA TRIX REPORTS
D. ALL CAN BE USED
…
…
C. MA TRIX REPORTS

Analytic Sn apshots

An analytic snapshot lets you report on historical data. Authorized user s can save tabular or summary report results to fields on a
custom object, then map those fields to corresponding fields on a target object. They can then schedule w hen to run the report to
load the custom object's fields w ith the report's data. Analytic snapshots let you to w ork w ith report data s imilarly to how you w ork w ith
other records in Salesforce.

For example, a customer support manager could set up an analytic snapshot that reports on the open cases assigned to his or her
team everyday at 5:00 PM, and store that data in a custom object to build a history on open cases from w hich he or she could spot
trends via reports. Then the customer support manager could report on point-in-time or trend data stored in the custom object and use
the report as a source for a dashboard component.

WHICH IMPORT FUNCTIONALITY OF SALESFORCE.COM SHOULD BE USED IF ONE NEEDS TO IMPORT THE 30000 CA SES IN
SALESFORCE.COM?

A. IMPORT WIZA RD
B. DATA LOA DER
C. A NY ONE OF A OR B
D. NONE OF A OR B
…
…
B. DATA LOA DER

You cannot import Cases with the Import Wizard, but you can import any kind of object with the Data Loader

What data can be im ported?

You can use import w izards to import the follow ing records:

Contacts and business accounts

Use the Import My Contacts w izard and the Import My Organization’s Accounts and Contacts w izard to import contacts and business
accounts. In organizations w ith person accounts, note that the Import My Organization’s Accounts and Contacts w izard is called the
Import My Organization’s Business Accounts/Contacts w izard.

In Professional, Enterprise, Unlimited, and Developer Edition organizations, you can also import contact and business account notes.

Person accounts

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In Enterprise, Unlimited, and Developer Edition organizations, use the Import My Person Accounts w izard to import person
accountsthat you ow n. Administrators can use the Import My Organization's Person Accounts w izard to import person accounts for
multiple users.

Leads

In Professional, Enterprise, Unlimited, and Developer Edition organizations, use the Import My Organization’s Leads w izard to import
leads.

Solutions

In Professional, Enterprise, Unlimited, and Developer Edition organizations, use the Import My Organization's Solutions w izard to import
solutions.

Custom objects

In Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Edition organizations, use the Import My Organization's
Custom Objects w izard to import custom objects.

In the “ Import My Organization's...” w izards for accounts, contacts, leads, solutions, and custom objects, administrators can import into
any of the listed fields, even if a field is hidden or read-only in their page layout or field-level security settings. Individual users can
import only into the fields that are accessible to them via their page layout or field-level security settings. For more infor mation, s ee
Pr eparing Your Data for Import.

Import w izards for other records are not available.

Data Loader Overview

Available in: Enterprise, Unlim ited, Developer, and Database.com Editions

The Data Loader is a client application for the bulk import or export of data. Use it to insert, update, delete, or export Salesforce
records.

When importing data, the Data Loader reads, extracts, and loads data from comma separated values (CSV) files or from a database
connection. When exporting data, it outputs CSV files.

Note: If commas are not appropriate for your locale, use a tab or other delimiter.

You can use Data Loader interactively through its user interface, or set up automated batch processes launched from the command
line. When you use the user interface, you w ork interactively to specify the configuration parameters, CSV files used for import and
export, and the field mappings that map the field names in your import file w ith the field names in Salesforce. When you set up batch
processes through the command line, you specify the configuration, data sources, mappings, and actions in files used for automated
processing.

The Data Loader offers the follow ing key features:

● An easy-to-use w izard interface for interactive use
● An alternate command line interface for automated batch operations
● Support for large files w ith up to 5 million records
● Drag-and-drop field mapping
● Support for all objects, including custom objects
● Detailed success and error log files in CSV format
● A built- in CSV file view er
● Support for Windows 7 and Windows XP

In addition, an open source version of Data Loader is available here.

ALL DASHBOARD VIEWERS SEE DA TA BASED ON THE SECURITY SETTINGS OF THE RUNNING USER—REGA RDLESS OF
THEIR OWN PERSONAL SECURITY SETTINGS?

A. TRUE
B. FALSE

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…
…
A. TRUE

This is kind of tricky, since the guidance below makes a distinction for ‘dynamic dashboards’

Dashboards

A dashboard show s data from source reports as visual components, w hich can be charts, gauges, tables, metrics, or Visualforce
pages. They provide a snapshot of key metrics and performance indicators for your organization. Each dashboard can have up to 20
components. (And up to three columns) Administrators control access to dashboards by storing them in folders w ith certain visibility
settings. Dashboard folders can be public, hidden, or restricted to groups, roles, or territories. If you have access to a folder, you can
view its dashboards. To view a dashboard component, users need access to the folder for the underlying source report. Follow a
dashboard to get updates about the dashboard posted to your feed.

Each dashboard has a running user, w hose security settings deter mine w hich data to display in a dashboard. If the running user is a
specific user, all dashboard v iew ers see data based on the security settings of that user—regardless of their ow n personal security
settings. For dynamic dashboards, you can set the running user to be the logged-in user, so that each user sees the
dashboard according to his or her own access level.

HOW MA NY CUSTOM FIELDS CAN BE CREA TED ON AN OBJECT IN A N UNLIMITED EDITION?

A. 100
B. 200
C. 500
D. UNLIMITED FIELDS
…
…
C. 500

NOTE: THIS IS ACTUALLY LISTED AS 800 / OBJECT IN THE SFDC ONLINE HELP

WHICH TY PE OF REPORTS CA N'T BE USED TO CREA TE GROUPS OF DATA OR CHA RTS?

A. TABULA R
B. SUMMA RY
C. MA TRIX
D. NONE OF THE ABOV E
…
…
A. TABULA R

HOW MA NY ROLL UP SUMMA RY FIELDS CAN BE CREA TED IN THE ENTERPRISE EDITION ON A CUSTOM OBJECT?

A. 10
B. 20
C. 30
D. NO RESTRICTION ON NO. OF FIELDS
…
…
A. 10

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A SALES TEA M IS A SET OF USERS THA T NORMALLY WORK TOGETHER ON _________?

A. ACCOUNTS
B. LEA DS
C. OPPORTUNITIES
D. CONTA CTS
E. CASES
…
…
C. OPPORTUNITIES

A sales team is a set of users that nor mally w ork together on sales opportunities. A typical sales team might include the account
manager, the sales representative, and a pre-sales consultant. You can set the sales team for each opportunity that you ow n. You can
add sales team members and select w hich role each of them w ill play on the opportunity (for example., “ Ex ecutive Sponsor”). Most
importantly, you can specify the level of access that each team member has to your opportunity. Some team members may need
read/w rite access and others may just need read-only access. You can also set up a default sales team. Your default sales team should
include the users that you nor mally w ork w ith on your opportunities. You have the option to add your default sales team to all of your
opportunities automatically. In a custom list view , you can filter opportunity lists by the sales teams you belong to. When creating or
editing a custom list view for opportunities, select the My Sales Teams filter. In opportunity reports, you can filter opportunities by the
sales teams in w hich you are a member.

WHICH FEA TURE IN SFDC COMBINES A LIST VIEW AND RELA TED RECORDS INTO ONE SCREEN WITH DIFFERENT FRAMES
SO THA T USERS HAVE ALL THE INFORMA TION THEY NEED WHEN INTERA CTING WITH SALESFORCE.COM?

A. ACCOUNTS
B. ASSET
C. CONSOLE
D. CALL CENTER
E. CA MPA IGN
…
…
C. CONSOLE

The console is a tab that combines a list view and related records into one screen w ith different frames so that users have all the
information they need w hen interacting w ith Salesforce. By using the console, users can quickly find, view , and edit records, such as
cases, accounts, and contacts, w ith few er clicks and w ithout sw itching back and forth betw een screens. Administrators choose the
information displayed in the console to accommodate your varied and evolving business needs.

Rev iew the follow ing terminology used to describe the components of the Console tab:

Fram es
Separate sections of the console, each display ing a different record, list view , or other page.

List View
The console's top frame, w hich is a list view of records based on specific criteria. The list view s you can select to display in the Console
tab are the same list view s defined on the tabs of other objects. You cannot create a list view w ithin the console.

Detail View
The Console tab's center frame, w hich is the detail page view of any record selected from any of the console’s other frames. The detail
view displays the same page layouts defined for the object’s detail pages. When a record is displayed in the detail v iew , it is highlighted
in the list view .

Mini View
The Console tab's right frame w hich displays the records associated w ith the record displayed in the detail view . The fields displayed in
the mini view are defined in the mini page layouts by an administrator. The mini view does not display if the record in the detail view
does not have any records associated w ith it.

Sidebar

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The console's left frame, w hich displays recent items, the Recycle Bin, and other components, just like the sidebar displayed on every
Salesforce page. To show or hide the s idebar in the console, click the border of the left frame.

Related Objects
Records chosen by an administrator to display in the mini view when records of a particular type are show n in the detail view . For
example, w hen a case is in the detail view , an administrator can choose to display an associated account, contact, or asset in the mini
view .

Mini Page Layouts

A subset of the items in a record's ex isting page layout that administrators choose to display in the mini view . Mini page layouts inherit
record type and profile associations, related lists, fields, and field access settings from the page layout.

Console Layout
Objects chosen by an administrator to display in the list view frame of the Console tab. For example, if an administrator adds cases to a
console layout, then users w hose profiles are assigned to that console layout can see list views of cases in the console's list view
frame.

How is the Console tab different from other tabs in Salesforce?

The Console tab is just like other tabs in Salesforce except that the console can display records from several differentSalesforce tabs
all on one Console tab. This allow s you to have all the infor mation you need on one tab w hen interacting w ith Salesforce. By using the
Console tab, you can quickly find, view , and edit records, such as cases, accounts, and contacts, w ith few er clicks and w ithout
sw itching back and forth betw een screens.

What com ponents m ake up the console?

The Console tab contains four components view ed by users:
● List View
● Detail View
● Mini View
● Sidebar

Administrators customize w hat displays on the console's list view , detail view , and mini view by configuring console layouts, related
objects, and mini page layouts.

How do I view the console?

You can view the console by clic king the Console tab. You can only access the Console tab if your administrator has assigned y our
user profile to a console layout and set your Console tab visibility setting to either Default On or Tab Hidden. If your Console tab
visibility setting is set to Tab Hidden, then you can customize your display to see the Console tab.

Why do I only see the list views of certain objects in the console?
The list view s of objects you can display in the console are defined by your administrator in the console layout assigned to your user
profile.

Can I create list views from w ithin the console?

No. The list view s you can select to display in the Console tab are the same list view s defined on the tabs of other objects - e.g. they
are re-used. You cannot create a list view w ithin the console.

Can I view m ore than one Console tab?

No. You can only view one Console tab. How ever, your administrator can customize many different console layouts to display a variety
of objects in the console's list view , and then assign those console layouts to different user profiles to satisfy business needs for
different users.

Is the console the same thing as the Service Cloud console?

No. The Service Cloud console improves on the Console tab by letting you:
● Work w ith few er clicks and less scrolling
● Limit sw itching betw een pages
● Easily spot important fields on records
● See records and their related items as tabs on one screen so that you never lose context or navigate too far from a record
● Jot notes on each record in an interaction log
● Solve cases by quickly scanning Salesforce Know ledge articles
● Access a SoftPhone for Salesforce CRM Call Center in a footer instead of a sidebar

Salesforce Console Review Answers:

1. What is the salesforce Console?

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● The Console is a tab that combines a list view and related records into one screen w ith different frames.

2. Are there any lim its to the number and type of list views that can be created in a console?
● No, the only limitation is that users cannot create list view s in the console, but can utilize any list view s in the console created
on corresponding tabs.

3. How w ould an adm inistrator m odify lookup records in a console layout?

● Mini Page Layout
4. Nam e a productivity advantage of including the sidebar in a console layout.
● Users do not have to nav igate to the home page to see recent records, access the recycle bin, or utilize custom links

ON WHICH OWD SHA RING DEFA ULTS CA N SHARING RULES NOT BE DEFINED?

A. OWD IS PRIVA TE
B. OWD IS PUBLIC REA D ONLY
C. OWD IS PUBLIC REA D WRITE
D. SHA RING RULES CA N BE CREA TED ON A NY OF THE ABOV E
…
…
C. OWD IS PUBLIC REA D WRITE

Why? Becau se once the Organization-Wide Default is set to Public Read-Write, there is no greater access, and therefore no
ability to create sharing rules - you can already get to everything!

WHAT HA PPENS WHEN A USER OWNS AN OPPORTUNITY RECORD BUT DOES NOT HAV E THE REA D PERMISSION ON
OPPORTUNITY OBJECT?

A. HE STILL SEES THE OPPORTUNITY RECORD

B. HE IS NOT ABLE TO SEE THE OPPORTUNITY RECORD
C. THIS CASE CA N NEV ER ARISE
…
…
B. HE IS NOT ABLE TO SEE THE OPPORTUNITY RECORD

Object-level access takes precedence over Record-level access.

● Specify the objects that users can access, you can assign permission set s and profiles.
● Specify the fields that users can access, you can u se field-level security.
● Specify the individual records that users can view and edit, you can set your organization-wide sharing settings,
define a role hierarchy, and create sharing rules.

ACCOUNT TEA M IS A SET OF USERS THA T NORMALLY WORK TOGETHER ON _________?

A. ACCOUNTS
B. LEA DS
C. OPPORTUNITIES
D. CONTA CTS
E. CASES
…
…
A. ACCOUNTS

Setting Up Account Teams

Available in: Enterprise, Unlimited, and Developer Editions

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User Perm issions Needed

To enable account teams:

“Customize Application”

To set up team roles:

“Customize Application”

Your users can add account team members to accounts. Similar to opportunity teams on opportunities, account teams are teams of users who work
together on accounts.

To access the Account Team Setup page, from Setup, click Customize | Accounts | Account Teams. On the Account Team Setup page, click the
appropriate links to perform the following actions.

Defining Team Roles

Every member of an account team has a role that he or she plays for the account, for example, “Account Manager” or “Project Manager.” You can
customize the account team roles for your organization:
1. Click Team Roles.
2. Edit the existing entries or add new items.
3. Click Save.

Replacing Team Roles

If you have changed your team roles and want to update all existing records, click Replace Team Roles to globally replace the picklist values in all
existing records.
Note
Account teams share roles with the opportunity teams on opportunities. If you remove an account team role, that role will no longer be listed as
an opportunity team role.

En abling or Disabling Account Team s

To enable or disable account teams:

1. Click Enable Account Teams or Disable Account Teams.
2. Select or deselect the Account Teams Enabled checkbox and click Sav e. Enabling account teams gives your users access to create and
use account teams on accounts.
3. If you are enabling account teams, select the account page layouts that should include the new Account Team related list and click Save.
Note
Disabling account teams removes all account teams from all accounts and removes the Account Team related list from all page layouts.
In addition, you cannot disable account teams for your organization if team members are referenced in Apex. For example, if Apex code
references the Team Member field (represented as AccountTeamMember in the code), account teams cannot be disabled.
See Also:
Account Teams Overview
Setting Up Default Account Teams

CONDITIONAL HIGHLIGHTING CA NNOT BE USED FOR?

A. TABULA R REPORTS
B. SUMMA RY REPORTS
C. MA TRIX REPORTS
D. NONE OF THE ABOV E
…
…
A. TABULA R REPORTS

Conditional highlighting is an analytic enhancement. This feature allow s you to customize your reports by show ing visual highlights for
analysis. This feature is accessible in the reporting w izard. To use this feature do the follow ing:

1. Select the field that you w ant to analyze in your report.

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2. Define the "Low Color".

3. Define low er threshold and "Mid Color".

4. Define upper threshold and "High Color".

5. View report.

This feature w orks for any quantified field (number, percent, etc.), and is also available in Dashboards.

Limitations/Considerations:

1. Only 3 conditions maximum per report.

2. Conditional Highlighting only applies to summary rows.

3. Available for numerical analysis only.

4. First condition is <; second condition <; third condition >=

YOU CAN USE CONDITIONAL HIGHLIGHTING FOR SUMMA RY AND MA TRIX REPORT ONLY

A. TRUE
B. FALSE
…
…
A. TRUE

See above

WHICH OF THE FOLLOWING IS A N AUTOMA TED PROCESS YOUR ORGA NIZATION CA N USE TO A PPROV E RECORDS IN
SALESFORCE.COM?

A. VALIDA TION PROCESS

B. A PPROVAL PROCESS
C. WORKFLOW RULES
D. RECORD TY PES
…
…
B. A PPROVAL PROCESS

WHICH OF THE FOLLOWING EMA IL TEMPLA TE CANNOT BE USED TO SEND A MASS EMA IL?

A. TEXT
B. HTML WITH LETTERHEA D
C. CUSTOM HTML
D. V ISUALFORCE
…
…
D. V ISUALFORCE

You can send a mass email message to a recipient list that consists of
● Contacts
● Leads
● Person Accounts
● Users

1. Choose the type of recipients for your mass email:

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○ To send mass email to contacts or person accounts, click Mass Em ail 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 Em ail Leads in the Tools section at the bottom of the Leads tab.
○ To send mass email to users, click Your Nam e | Setup | Manage Users | Mass Em ail Users. This link is available
to administrators and users with the “Manage User s” permission.
2. Select a list view of recipients and click Go!. By default, the My Contacts, My Leads, Active Users, or My Cases view s include
all records of that type w ith an email address. To change the list of recipients, create a new custom view . See Creating
Custom List View s.
3. 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 view s. Person accounts are included in contact list view s.
4. All recipients in the list view are selected by default. Remove recipients w ho 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 rec ipients listed on the page.
5. Click Next.
6. Choose an email template.
7. Note: You can’t send a m ass em ail using a Visualforce em ail tem plate.
8. Optionally, click the Preview links to view the templates. In the email template preview w indow , the template displays w ith 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.
9. Click Next.
10. On the confir mation page, select from the available Pr ocessing Options:
○ BCC me on one message
○ Store an activity for each message
○ The Activity History item is associated w ith 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 rec ipient list and have the “ Edit
Task” per mission.
○ 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 Monitor ing the Mass Email
Queue 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.
11. In the Delivery Options section, do one of the follow ing.
○ Select Send now .
○ Select Schedule for delivery on and click in the date field to specify w hen Salesforce w ill send the mass email. Use
the adjacent drop-dow n menu to specify the time zone.
○ Note: Users can clic k Your Nam e | Setup | Em ail | My Mass Em ails to view and cancel mass emails they
scheduled. Administrators can clic k Your Nam e | Setup | Monitoring | Mass Em ail to view and cancel mass emails
scheduled by all users in their organization. See Monitoring the Mass Email Queue for more infor mation.
12. Click Send to submit the mass email.
13. Click Finished to complete the mass email w izard.
● You can send mass email to a total of 1,000 external email addresses per day per organization based on Greenw ich Mean
Time ( GMT). The maximum number of external addresses you can inc lude in each mass email depends on the Edition of
Salesforce you are using:

Ed ition Address Lim it per Mass Em ail

Pr ofessional 250

Enterprise Edition 500

Unlimited Edition 1,000

● Note: The mass email limits don't take unique addresses into account. For example, if you have [email protected] in
your mass email 10 times, that counts as 10 against the limit.

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● Note: 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 low er limit does not apply if your organization
was created before the Winter '12 release and already had mass email enabled.
● You can send an unlimited amount of email to your internal users. These limits also apply to emails sent from the A PI and
Apex.
● Before you send a mass email, create a custom view of contacts, leads, person accounts, or cases w ithout an email address.
In the search criter ia, choose “ Email equals,” and leave the third field blank. You can then update those records before
sending your emails. Unfortunately, there is no w ay to validate an email address w ithout sending an actual email message.
● If your template contains a merge field for w hich 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 w hen 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 w hen 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 brow ser, and they can dow nload the file. Attachments sent as links are stored
for 30 days.

Lim itations
● Mass email can only be sent to an address in a standard email field. M ass email using a custom email field is not
supported.
● If a standard email field is hidden by field-level security, the Mass Em ail links for contacts and leads don't appear.
● Email templates give you access only to the fields that are accessible to you v ia 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-w ide address to send a mass email or a Stay-in- Touch request.

WHICH OF THE FOLLOWING OBJECTS DOES NOT SUPPORT THE BUSINESS PROCESS?

A. LEAD
B. ACCOUNT
C. OPPORTUNITY
D. CA SE
E. SOLUTION
…
…
B. ACCOUNT

WHICH OF THE FOLLOWING DOES NOT NEED BUSINESS PROCESS?

A. LEADS
B. OPPORTUNITIES
C. CONTA CTS
D. CA SES
….
….
C. CONTA CTS

IN WHICH OF THE FOLLOWING EDITION Y OU CA N CREA TE A MANAGED PA CKAGE?

A. PROFESSIONAL EDITION
B. FULL TEST SANDBOX

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C. DEV ELOPER EDITION

D. UNLIMITED EDITION
E. ENTERPRISE EDITION
…
…
C. DEV ELOPER EDITION

A managed package is a collection of application components that are posted as a unit on AppExchange, and are associated w ith a
namespace and a License Management Organization.
● You must use a Developer Edition organization to create and w ork w ith a managed pac kage.
● Managed packages are depicted by the follow ing icons:
○ Managed - Beta
○ Managed - Released
○ Managed - Installed

CA N A USER RESTRICT A CCESS TO RECORDS WITH SHA RING RULES?

A. YES
B. NO
…
…
B. NO

Sharing rules ext end access; they do not restrict access – you choo se the mo st restrictive access via ORG-wide defaults and
then open up access via Role Hierarchy and Sharing Rules. (Of course, the ab sence of sharing rules restricts access, b ut we
won’t go so far as to read into question that deeply ;-)

IS IT POSSIBLE FOR USERS TO OV ERRIDE THEIR OWN FORECA STS A ND FORECA STS FOR USERS BELOW THEM IN THE
FORECAST HIERA RCHY?

A. YES
B. NO
…
…
A. YES

Forecasts Overview

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

Note: This infor mation applies to the Winter '12 release of Forecasts. If you're using customizable forecasts, see the topic
Customizable Forecasting Home. For an overview of the forecasting version differences, see What's the difference betw een the
Forecasting features?

Using Forecasts, you can predict and plan your sales cycle from pipeline to c losed sales, and manage sales expectations throughout
your organization. A forecast is an expression of expected sales revenue based on the gross rollup of a set of opportunities. A fo recast
includes any adjustment s made by you or your subordinates. Forecasts are organized by forecast category and period in the rollup
table on the forecasts page. Here, you can view forecasts and related opportunities by forecast category for just one person or
everyone below you in the forecast hierarchy. For example, you can see the July Best Case forecast for all the sales managers who
report to you, all the sales reps w ho report to any one of your managers, or just one individual. With forecasts, you have the flexibility to
perform many tasks. Forecasts contain:

● Interactive, expandable tables that let you select and view your ow n forecasts and those of your subordinates.
● Forecast summary infor mation for single months and a multi- month range, for each forecast category.
● List of related opportunities that updates dynamically according to your forecast selection.
● Easy adjustments ability and access to related details, inc luding w ho made adjustments and original forecast amounts.
● Access to opportunity records, right from the forecasts page.

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● Support for multiple currencies.

The feature w orks w ith your organization's forecasts hierarchy. You can view the forecasts and related opportunities of your
subordinates at all levels of the hierarchy, and adjust the forecasts of subordinates one level beneath you. The user interface
makes it simple to conduct status calls w ith your sales team because you can move around it w ith ease. If your organization is set up
for multicurrency, you can view forecasts in any active currency. Forecasts use your organization's corporate currency by default, but
users can select a display currency from any of your organization's active currencies.

Concept Definition

Adjustment A layer of detail you can add to a forecast. An adjustment show s your judgment about the final
amount you expect the forecast's opportunities to bring in at the close of the forecast period. You
can adjust forecasts that include gross opportunity amounts only and also adjust forecasts that
have already been adjusted by someone else in your sales team. Remember that an adjustment
doesn't change the underlying gross rollup—it just adds a layer of detail. You can view
adjustments your subordinates make at every level of the forecast hierarchy. You can adjust the
forecasts of your subordinates one level beneath you in the forecast hierarchy for the Commit
and Best Case categories. You can't adjust your ow n forecasts directly, but adjustments you
make to your subordinates' forecasts roll up into your ow n forecasts. In some cases a forecast
amount w ill be the same before and after adjustments are made. For example, your subordinate
adjusts a forecast to reflect additional revenue and then you adjust it back to the original amount.

Forecast A forecast is an expression of expected sales revenue based on the gross rollup of a set of
opportunities. A forecast includes any adjustments made by you or your subordinates. Forecasts
are organized by forecast category and period in the rollup table on the forecasts page. Here, you
can view forecasts and related opportunities by forecast category for everyone below you in the
forecast hierarchy or just one person. For example, you can see the July Best Case forecast for
all the sales managers w ho report to you, all the sales reps w ho report to any one of your
managers, or just one indiv idual.

Forecast A forecast category is the category w ithin the sales cycle that an opportunity is assigned to based
Category on its opportunity stage. The standard forecast categories are Pipeline, Best Case, Commit,
Omitted, and Closed. You can customize forecast category names for your organization. The
forecast categories display infor mation for that spec ific category only; for example, Best Case
reflects amounts in the Best Case category only.

Forecast The forecast hierarchy is a nested, expandable list of forecasts users. It deter mines how
Hierarchy forecasts roll up w ithin the organization, and w ho can view and adjust them. When the
Forecasts feature is enabled for your organization, a forecast hierarchy is automatically
generated based on your role hierarchy, but you may need to add or remove managers,
sales rep s, or other user s.

Forecast A forecasts-enabled user w ho ow ns opportunities or is a forecast manager in the forecast

Ow ner hierarchy. Forecasts managers can have their ow n opportunities.

Gross Rollup An expression of expected sales revenue based on the gross value of a set of opportunities. A
forecast alw ays includes a gross rollup amount and may also include one or more adjustments.

Opportunity The current stage of an opportunity, such as Prospect or Proposal. Opportunity stage values
Stage correlate w ith forecast category values to deter mine how the opportunity contr ibutes to a
forecast.

Revenue The total expected revenue amount from the opportunities that fit in a given category.

Rollup Table The table at the top of a forecasts page. The Opportunities list at the bottom of the forecasts
page corresponds dynamically w ith selections on the rollup table.

Subordinate A Forecasts user one or more levels beneath you in the forecast hierarchy. You can view all of
your subordinates' forecasts. If your organization enables adjustments, you can view all of your
subordinates' adjustment information and you can adjust the forecasts of subordinates one level
beneath you in the hierarchy. Forecast amounts and adjustments roll up into the forecasts on
your forecasts page.

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To set up the forecasts feature, you need to:

● Enable users w ho need to use forecasts.
● Set up your forecasts hierarchy to deter mine how forecasts roll up w ithin your organization and w ho can view and adjust them.
● Enable forecasts adjustments for your organization and for specific user profiles.
● Define your forecast range. You can use the default of six months or define a range of up to 12 months in the past or future.
● Set a forecast currency. You can select either your organization's corporate currency or the forecast ow ner's personal
currency.
● Make sure the Forecasts tab is visible to forecasting users. See Setting Tab Visibility for information on setting tabs.

If your organization uses specific ter minology, you can customize your forecast categories.

To view a forecast, click the Forecasts tab. The Forecasts page allow s you to perform tas ks, such as editing, directly w ithin the page.
The page contains tw o sections. One displays forecast information and another displays the associated opportunities for the forecasts.
You can perform the follow ing tasks on the Forecasts page.

● Look at A mounts in Your Currency to see your current currency settings (if multiple currencies is enabled for your
organization).
● Click Change to change your currency if you have multiple currencies enabled.
● Refresh forecasts by clicking Refresh.
● View first-level subordinates' forecast infor mation for a specific month by clicking .
● Hide details for a specific month by clicking .
● View a subordinate's forecast detail by hovering over the row and clicking View Forecasts >>.
● Display the opportunities for a person, specific month, or range of months by clicking on a row ; the opportunities display on the
low er section of the page.
● Display the opportunities for a specific forecast category or item by clicking on a forecast amount.
● Hide the opportunities pane on the Forecasts page by clic king Hide.
● Display the opportunities pane on the Forecasts page by clicking Show .
● Adjust the height of the opportunities pane by hover ing over the divider bar.
● Sort opportunities in the opportunities pane by clic king on a column heading.
● View an opportunity's detail by clic king on an opportunity name.
● Edit an opportunity in the opportunities pane by clicking Edit.
● View the account detail for an opportunity by clicking on the account name in the opportunity pane.
● View the profile of the opportunity ow ner by clicking on the ow ner's name in the opportunity pane.
● Adjust a subordinate's forecast by hovering over an amount and clicking .
● View information for adjustments you've made by hover ing over an amount that contains next to it.
● View information for adjustments your subordinates have made by hovering over an amount that contains .

Forecasts Adjustm ents Overview

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

Note: This infor mation applies to the Winter '12 release of Forecasts. If you're using customizable forecasts, see the topic
Customizable Forecasting Home. For an overview of the forecasting version differences, see What's the difference betw een the
Forecasting features?

You must be a forecast manager to adjust forecasts; additionally, adjustments must be turned on for your organization.

An adjustment show s your judgment about the final amount you expect the forecast's opportunities to br ing in at the c lose of the
forecast period. You can adjust forecasts that include gross opportunity amounts only and also adjust forecasts that have already been
adjusted by someone else in your sales team. Remember that an adjustment doesn't change the underlying gross rollup— it just adds a
layer of detail. You can view adjustments your subordinates make at every level of the forecast hierarchy. You can adjust the
forecasts of your subordinates one level beneath you in the forecast hierarchy for the Commit and Best Case categories. You
can't adjust your ow n forecasts directly, but adjustments you make to your subordinates' forecasts roll up into your ow n forecasts. In
some cases a forecast amount w ill be the same before and after adjustments are made. For example, your subordinate adjusts a
forecast to reflect additional revenue and then you adjust it back to the original amount.

Your ow n forecasts page shows all of your forecasts and their related opportunity details. When you view a subordinate's forecasts
page, you'll see the infor mation from his or her view . Any adjustments you make on your ow n forecasts page don't appear on the
subordinate's forecasts page. Instead, you see that user's forecasts and any adjustments he or she has made. For example, if you're a
vice president of sales, on your ow n forecasts page, you might see a July Best Case forecast of $1250 (including an adjustment you

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made) for one of your first-level subordinates, a sales manager. How ever, w hen you view the sales manager's forecasts page, the July
Best Case forecast might be $1200, because it doesn't include your adjustment.

Note: While you're view ing a forecasts page, your subordinates may be editing related opportunities or adjusting the forecasts of their
ow n subordinates. Or you may adjust one of your subordinates' forecasts from your ow n page. All of these events change forecast
amounts. See Refreshing Forecasts for additional information.

This table outlines w ho can view and adjust your forecasts.

User Can view your Can adjust your forecasts?
forecasts?

Your manager's manager Yes No

Your manager Yes Yes

You Yes No. Adjustments to all your subordinates' forecasts roll up to your
forecast summary rows for each month and the period range.

Your direct report No No

Your non-direct report No No

subordinate

This table defines w hose forecasts you can view and adjust.
User Can you view Can you adjust forecasts?
forecasts?

Your manager's manager No No

Your manager No No

You Yes No. Adjustments to all your subordinates' forecasts roll up to your
forecast summary rows for each month and the period range.

Your direct report Yes. How ever, Yes

when you select a
first-level
subordinate to
view his or her
forecasts page,
your ow n
adjustments are
not visible. You
see the same
view that the
subordinate sees.

Your non-direct report Yes. You see the No. Your direct reports can adjust their ow n direct reports'
subordinate same view that forecasts.
the subordinate
sees.

If a forecast contains adjustments, you'll see one or more icons next to the amount. Her e's w hat they mean.
Icon Definition

You adjusted the forecast. You'll see this indicator only on your ow n forecasts page
because w hen you drill dow n to another user's page, you see the page as that user
sees it.

One of your subordinates adjusted the forecast. You'll see this indicator on both your
ow n and your subordinates' forecasts pages.

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Both you and one or more subordinates adjusted the forecast. You'll see this indicator
only on your ow n forecasts page because w hen you drill dow n to a subordinate's
page, you see the page as that user sees it.

Save your adjustment.

Undo your adjustment and restore the previous value of the forecast. Hover over the
button to see a tool tip that tells you if the previous value includes an adjustment.

rem ove Remove your adjustment and restore the previous value, w hich may include someone
else's adjustment.

Refreshing Forecasts

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

Note: This infor mation applies to the Winter '12 release of Forecasts. If you're using customizable forecasts, see the topic
Customizable Forecasting Home. For an overview of the forecasting version differences, see What's the difference betw een the
Forecasting features?

While you're view ing a forecasts page, your subordinates may be editing related opportunities or adjusting the forecasts of their ow n
subordinates. Or you might be adjusting one of your subordinates' forecasts from your ow n page. All of these events can change
forecast amounts.

When any opportunity update or forecast adjustment occurs for a forecast you've selected in a rollup table, w e let you know . Her e's
how .
● If the selected forecast has adjustments in process (your ow n or your subordinate's), you'll see a processing indicator ( )
next to the forecast.
● If any of the selected forecast's related opportunities have been updated, you'll also see the processing indicator in the header
of the opportunities list.
● A message, “ Processing Changes,” appears in the opportunities list header.

To see the changes, you need to click Refresh.

For example, w hile Gordon Johnson is view ing his team's forecasts for December, his subordinate Renee Reynolds edits an
opportunity she expects to c lose in December. The opportunity is currently in the Commit forecast category. Renee changes the
opportunity amount from $2500 to $2600. This change affects her December forecast, increasing the amount by $100.
When Gordon clicks the forecasts table cell for Renee's December commit forecast, the processing indicator appears w ithin that cell.
The indicator tells him that Renee made a change that affects the forecast. He sees the same processing indicator on the opportunities
list, so he know s Renee edited an opportunity. He clic ks Refresh. The opportunity amount changes from $2500 to $2600, and Renee's
Commit forecast for December reflects the $100 increase.

WITH SHA RING RULES ONE CA N MA KE A UTOMATIC EXCEPTIONS TO THE ORGA NIZATION- WIDE DEFA ULT FOR DEFINED
SETS OF USERS.

A. TRUE
B. FALSE
…
…
A. TRUE

With sharing rules, you can make automatic exceptions to your organization-w ide sharing settings for defined sets of users. For
example, use sharing rules to extend sharing access to users in public groups, roles, or territories. Sharing rules can never be
stricter than your organization-wide default settings. They simply allow greater access for particular users.

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● You can't inc lude high-volume portal users in sharing rules because they don't have roles and can't be in public groups.
● Developers can use Apex to programmatically share custom objects (based on record ow ners, but not other criter ia).

AN OPPORTUNITY THA T REA CHES THE THRESHOLD WITH 80% PROBABILITY WILL TRIGGER A DDITIONAL ALERTS IF THE
PROBABILITY SUBSEQUENTLY GOES HIGHER TO 85%.

A. YES
B. NO
C. DEPENDS ON THE SETTINGS
…
…
B. NO

I thought about rewording this question, but decided to leave it in its current form and provide some guidance on
interpretation. It is possible to setup a workflow rule to trigger an alert for a probability greater than or equal to 80% and less
than 85%, and then a second workflow rule to trigger an alert for a probability greater than or equal to 85%, which would lead
one to believe that Answer C is the correct answer, but it appears as though this question is asking about a single big deal
alert or workflow rule that is set to trigger with a probability greater than or equal to 80%, which will not, in fact, trigger
another alert if the probability goes from 80% to 85%.

Activating Big Deal Alerts

You can activate one opportunity alert for your organization. The alert message resembles the opportunity detail page including the
page layout and language from a selected user. Before you begin, you may w ant to decide w hich user has the page layout and
language settings that you w ould like included in all alerts. This user must also have the “View All Data” per mission.

1. Click Your Name | Setup | Custom ize | Opportunities | Big Deal Alert.
2. Enter a name for the alert.
3. Enter a Tr igger Pr obability and Trigger Amount in the corporate currency. An opportunity alert is triggered for opportunities
w ith this probability and amount or greater. The alert tr iggers only for those opportunities that meet both the trigger probability
and trigger amount threshold settings.

Note: An opportunity can trigger a big deal alert even if it is in a currency that is different from the corporate currency. The A mount on
an opportunity is converted to corporate currency and compared to the Trigger A mount. If you are using advanced currency
management, dated exchange rates w ill be used.

4. Check the Active box if you w ould like to activate the new alert immediately after you save.
5. Enter the From Email Name.
6. Enter the From Email Address.
7. Select a user that provides the appropriate opportunity page layout, language, and currency settings for the content of the
emails. This user must have the “View All Data” per mission.

For organizations that use multiple currencies, all alerts include the amount in the currency of the opportunity. If the opportunity
currency is different than the currency of the user selected in this step, both currencies are included in the email.

Enter a list of email recipients separated by commas. You can also include CC: and BCC: recipients but all must be valid email
addresses.

The BCC: field is not available if your organization has enabled compliance BCC emails.

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8. Check the Notify Opportunity Ow ner box if you w ould like to include the ow ner of the opportunity in the alert emails.
9. Click Save.

Note: An opportunity alert sends a notification the first time an opportunity reaches the threshold. So, an opportunity that reaches the
threshold w ith 90% probability w ill not trigger additional alerts if the probability subsequently goes higher. How ever, an opportunity that
already triggered an alert and then fell below the threshold can trigger a second alert if it crosses that threshold again.
When w orking remotely in Connect Offline, you can make changes to opportunities that trigger alerts. These alert messages w ill be
sent w hen you update your data. For instructions on updating your data from Connect Offline, see Logging in to Connect Offline.

WHICH OF THE FOLLOWING TY PES OF PA CKAGES CA N BE UPGRA DED?

A. MA NAGED PA CKA GES

B. UNMA NAGED PA CKAGES
C. BOTH A & B
D. NONE OF THE ABOV E
…
…
A. MA NAGED PA CKA GES

Packages are a collection of Force.com components and applications that are made available to other organizations through the
AppExchange. A managed pac kage is a collection of application components that are posted as a unit on AppExchange, and ar e
associated w ith a namespace and a License Management Organization. To support upgrades, a package must be managed. An
organization can create a s ingle managed package that can be dow nloaded and installed by many different organizations. Managed
packages differ from unmanaged packages by hav ing some locked components, allow ing the managed package to be upgraded later.
Unmanaged packages do not include locked components and cannot be upgraded. In addition, managed packages obfuscate certain
components (like Apex) on subscribing organizations to protect the intellectual property of the developer.

For details, see the Force.com Quick Reference for Developing Pac kages.

To manage your packages, click Your Nam e | Setup | Create | Packages. For more customization, see Configuring Your Developer
Settings.

From the list of packages, you can do any of the follow ing:
● Click New to create a new package, enter a pac kage name and description, and click Save to store it in your list of packages.
● Click Edit to update the package properties.
● Click Del to delete the package. The components contained in your package are not deleted.
● Click the name of the pac kage to view the details of the package.

Note: To create a test dr ive or choose a License Management Organization (LMO) for w hat you have uploaded, clic k Proceed to
AppExchange from the package upload detail page.

WHICH OF THE FOLLOWING FEA TURE ALLOWS YOU TO SEND AN EMA IL WHEN AN OPPORTUNITY REA CHES A
THRESHOLD VALUE?

A. VALIDA TION RULE

B. BIG DEA L ALERT
C. OPPORTUNITY ALERT
D. BIG TICKET EMA IL
…
…
B. BIG DEA L ALERT

CONDITIONAL HIGHLIGHTING ONLY APPLIES TO THE FIRST SUMMA RY FIELD COLUMN IN THE TABLE?

A. TRUE
B. FALSE
…
…

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A. TRUE

Highlight Data Ranges

Highlight field values on summary or matrix reports based on ranges and colors you specify. To enable conditional highlighting, your report must contain
at least one summary field or custom summary formula.

Available in: All editions except Database.com

User Perm issions Needed

To create, edit, and delete reports:

“Create and Customize Reports”

AND

“Report Builder”

To set conditional highlighting, click Show | Conditional Highlighting in report builder, then set the breakpoint values and their range colors as follows:

Field Description

Summary Choose a summary field whose number ranges you want represented by colors.

Low Color Select a color to represent data that falls below the Low Breakpoint value.

Low Breakpoint The number that acts as the threshold between the Low Color and the Mid Color . Values that are
exactly the same as the Low Breakpoint value are shown as the Mid Color.

Mid Color Select a color to represent data that falls between the Low Breakpoint and High
Breakpoint values.
High Breakpoint The number that acts as the threshold between the Mid Color and the High Color. Values that are
exactly the same as the High Breakpoint value are shown as the High Color .

High Color Select a color to represent data that falls above the High Breakpoint value.

UNMA NA GED PA CKAGES DO NOT INCLUDE LOCKED COMPONENTS BUT CA N BE UPGRA DED?

A. TRUE
B. FALSE
…
…
B. FALSE

Managing Packages

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

User Perm issions Needed

To upload packages:
“Upload AppExchange packages”

Packages are a collection of Force.com components and applications that are made available to other organizations through theAppExchange. A
managed package is a collection of application components that are posted as a unit on AppExchange, and are associated with a namespace and a
License Management Organization. To support upgrades, a package must be managed. An organization can create a single managed package that can
be downloaded and installed by many different organizations. Managed packages differ from unmanaged packages by having some locked components,
allowing the managed package to be upgraded later. Unmanaged packages do not include locked components and cannot be upgraded. In addition,
managed packages obfuscate certain components (like Apex) on subscribing organizations to protect the intellectual property of the developer.

For details, see the Force.com Quick Reference for Developing Packages.

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To manage your packages, from Setup, click Create | Packages. For more customization, see Configuring Your Developer Settings.
From the list of packages, you can do any of the following:

 Click New to create a new package, enter a package name and description, and click Save to store it in your list of packages.
 Click Edit to update the package properties.
 Click Del to delete the package. The components contained in your package are not deleted.
 Click the name of the package to view the details of the package.
Note

To create a test drive or choose a License Management Organization (LMO) for what you have uploaded, clickProceed to AppExchange from the
package upload detail page.

 About Package Versions

 Creating and Editing a Package
 Adding Components to Your Package
 Available Components
 Protected Components
 Components Automatically Added to Packages
 Editing Components and Attributes After Installation
 Component Behav ior in Packages
 About Permission Sets and Profile Settings in Packages

AUTO RESPONSE RULES WORK ON WHICH OBJECTS?

A. LEADS AND CASES

B. LEA DS AND ACCOUNTS
C. A CCOUNTS AND OPPORTUNITY
D. A CCOUNT A ND CASES
…
…
A. LEADS AND CASES

Setting Up Auto-Response Rules

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

User Perm issions Needed

To create auto-response rules:

“Customize Application”

An auto-response rule is a set of conditions for sending automatic email responses to lead or case submissions based on the attributes of
the submitted record. Applicable leads include those captured through a Web-to-Lead form. Applicable cases include those submitted through a:
 Self-Service portal
 Customer Portal
 Web-to-Case form
 Email-to-Case message
 On-Demand Email-to-Case message

You can create as many response rules as you like based on any attribute of the incoming lead or case, but only one rule for leads and one for cases
can be active at a time. The email responses are listed in the Activity History related list of the lead or contact and the Email related list on cases.

Creating Auto-Response Rules

To create a Web-to-Lead response rule, from Setup, click Customize | Leads | Auto-Response Rules. To create a response rule for cases, from
Setup, click Customize | Cases | Auto-Response Rules. On the Auto-Response Rules page:
1. Click New .

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2. Enter the rule name.

3. Check the active box to make this rule the only one activated.
4. Click Save.
5. Create rule entries.

Creating Response Rule Entries

1. Click New from the rule detail page.

2. Enter a number to specify the order this entry should be processed.
The rule processe s entries in this order and stops processing at the first matching entry and then sends the email using the specified email
template. If no response rules apply, the rule uses the default template you specify on the Web-to-Case or Web-to-Lead Settings page.
Note
To create an error-proof rule, always create the last rule entry with no criteria. This rule entry will catch any leads or cases that the
previous rule entries did not. This is especially important for Email-to-Case and On-Demand Email-to-Case which don't have default
templates.
3. Enter your rule criteria:
 Choose criteria are met and select the filter criteria that a record must meet to trigger the rule. For example, set a case filter
to Priority equals High if you want case records with the Priority field marked High to trigger the rule.
If your organization uses multiple languages, enter filter values in your organization’s default language. You can add up to 25 filter
criteria, of up to 255 characters each.
 Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.” Salesforcetriggers the rule
if the formula returns “True.” For example, the formula AND(ISPICKVAL(Priority,"High"),Version<4.0) triggers a rule
that automatically responds with the selected template if the Priority field on a case is set to High and the value of a custom field
named Version on the case is less than four.
Enter an email sender’s name.
Enter an email address for the sender. This must be different from the routing address you use for Email-to-Case.
Enter a reply-to address.
Select an email template.
Click Save.

Managing Auto-Response Rules

After you've set up your auto-response rules and rule entries:
 Click Edit to change the rule name.
 Click New next to the Rule Entries list to create a new rule entry.
 Click Reorder next to the Rule Entries list to change the order they are processed.
 Click Edit next to a rule entry to change it.
 Click Del next to a rule entry to delete it.

Tip

Salesforce processe s rules in the following order:

1. Validation rules
2. Assignment rules
3. Auto-response rules
4. Workflow rules (w ith immediate actions)
5. Escalation rules

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ESCALATION RULES ONLY RUN DURING THE BUSINESS HOURS WITH WHICH THEY A RE ASSOCIA TED?

A. TRUE
B. FALSE
…
…
A. TRUE

Note that Ryan M cCullough pointed out a flaw in this question, since there is an option to “ignore business hours”. Ideally,
the question should be re-worded to something like “escalation rules that are associated with business hours only run during
those bu siness hours”, but this would erode the nuance of the question, and potentially, one’s ability to navigate similar
nuances on an exam. If one elect s to “ignore business hours” then the escalation rule will run at any time, but it is not
associated with business hours, but this does not erode the intent of the question – i.e. saying that citizens are governed by
the laws of the countries for which they are associated is not eroded by the fact that a nomad is not governed by any laws ;-)

Setting Up Escalation Rules

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

User Perm issions Needed

To create escalation rules:

“Customize Application”

Each rule defines a condition that determines how cases are processed.

To create an escalation rule:

1. From Setup, click Customize | Cases | Escalation Rules.
2. Choose New , and give the rule a name. Specify whether you want this to be the active escalation rule. Click Sav e.
3. To create the rule entries, click New. For each entry, you can specify the following:
Field Description

Order Sets the order in which the entry will be processed in the rule, for example, 1, 2, 3.
Salesforce evaluates each entry in order and tries to match the criteria of the entry. As soon as a match is
found, Sales force processes the item and stops evaluating the rule entries for that item. If no match is found, the
case is simply not escalated.
Criteria Specifies conditions that the case must match for it to be escalated.
You can enter your rule criteria:

Choose criteria are met and select the filter criteria that a record must meet to trigger the
rule. For example, set a case filter to Priority equals High if you want case records with
the Priority field marked High to trigger the rule.
If your organization uses multiple languages, enter filter values in your organization’s default languag e. You
can add up to 25 filter criteria, of up to 255 characters each.
Choose formula evaluates to true and enter a formula that returns a value of “True” or
“False.”Salesforce triggers the rule if the formula returns “True.” For example, the
formula AND(ISCHANGED( Priority ), ISPICKVAL (Priority, "High")
) triggers a rule that changes the owner of a case when the Priority field is changed to High.
Note that if your condition uses a custom field, the rule entry will automatically be deleted if the custom field is
deleted.
Specify Specifies how business hours apply to an escalated case:
business hours  Ignore business hours - Select this field to ignore business hours when escalating a
criteria
case.
 Use business hours specified on case - Select this field to use the existing
business hours on a case when escalating it.
 Set business hours - Select this field and click the lookup icon ( ) to select

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Field Description

predefined business hours to apply to a case when escalating it.

Escalation actions only run during the business hours with which they are associated.
Specify how Determines what field applies to your Age Over number of hours. Your Age Over setting can be
escalation based on the number of hours since:
times are set  A case was created
 The case was created unless it has been modified; once modified, the case will never get
escalated
 The most recent time a case was modified
For example, if you choose Based on last modification time of the case and your Age
Over setting is 5, cases will get escalated 5 hours aft er the most recent last modified time and date as long as the
case is open.

After creating the entry, click Save, or Save & New to save the entry and create more entries.
After you create the last entry, click Save. The escalation rule and a list of one or more rule entries are displayed.
Note
To create an error-proof rule, always create the last rule entry with no criteria. This rule entry will catch any cases that the previous rule entries
did not assign.
Specify what action you want to be taken when one of the escalation rule entries is true. Click Edit next to the name of one of the rule entries.
Click New to add an escalation action. You can specify up to five actions for each rule entry, to escalate the case over increasing periods of
time. For each escalation action, you can specify the following:
Field Description

Age Over Specifies the number of hours after which a case should be escalated if it has not been closed. This time
is calculated from the date field set in the Specify how escalation times are set field. No
two escalation actions can have the same number in this field.

Assign To Specifies the user, partner user, or queue to which the case will be assigned if it matches the condition.
Users specified here cannot be marked “inactive” and they must have the “Read” permission on cases.
Note

You can't revoke the “Read” permission on leads or cases for users a ssigned to a rule.
Note that reassigning an escalated cas e is optional.
Notification Specifies the template to use for the email that is automatically sent to the new owner specified in
Template the Assign To field. If no template is specified, no email will be sent.

Notify this Specifies the user to notify when the case is escalated. Notifying another user is optional.
user
Notify Case Indicates that the owner of the case is notified when the case is escalated.
Owner
Notification Specifies the template to use for the notification email that is automatically sent to the Notify user(s). If
Template you choose a user in the Notify field, you must select a template.

Additional Specifies additional individuals that you want to notify upon escalation.
Emails
Note

Each time you save a case or change the case owner, your escalation rules re-evaluate that case. Once the case matches an escalation rule entry,
calculates when the case should be escalated and stops checking other escalation rule entries. For example, if you have two escalation rule entries that
specify:
 Escalate three hours after creation date if Case Reason equals Crash
 Escalate four hours after creation date if Case Reason equals Bug
A case created with Case Reason of Bug will be scheduled for escalation four hours after it was created. Later, a user changes the case, which
causes the escalation rules to re-evaluate the case. If escalation rules find that the Case Reason is now Crash, it schedules the case to be escalated
three hours after creation date. If the case was created more than three hours ago, the case is escalated as soon as possible.

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Escalation rules are not evaluated when transferring multiple cases at one time from a case list view. Also note that if you use assignment rules to
change case ownership, the escalation rules are evaluated before any assignment rules.

Tip

Salesforce processe s rules in the following order:

1. Validation rules
2. Assignment rules
3. Auto-response rules
4. Workflow rules (w ith immediate actions)
5. Escalation rules

CUSTOMIZABLE FORECASTING IS A PREREQUISITE IN ORDER TO ENA BLE TERRITORY MA NAGEMENT?

A. TRUE
B. FALSE
…
…
A. TRUE

Enabling Territory Management

Available in: Enterprise, Unlimited, and Developer Editions

User Perm issions Needed

To enable territory management:

“Manage Territories”

Territory management is not enabled by default in Salesforce. To request territory management for your organization, contact salesforce.com.

Note
Territory Management is available only with Customizable Forecasts and not supported with the Winter ’12 release of Forecasts. If Territory
Management is enabled, you can no longer use the Winter ’12 release of Forecasts.

You must meet the following prerequisites before enabling territory management:
 Your organization must be using customizable forecasting in order to enable territory management. If you do not know whether you have
customizable forecasting, see Do I Have Customizable Forecasting?.
 Follow the steps in the Deploying Territory Management Guide to prepare your organization for territory management.

After you have completed the prerequisites, you will be ready to turn on territory management for your organization:
1. In Salesforce, from Setup, click Manage Territories | Settings.
2. Optionally, change the organization-wide territory management settings that are configurable from the Territory Settings page. See Configuring
Territory Management Settings.

3. There are two different options for enabling territory management, which depend on your preference to retain or purge preexisting forecast data.
Click either Enable Territory Management or Enable Territory Management from Scratch.

What the Enable Territory Management Button Does

When you click this button, your organization’s current forecast hierarchy and forecast data are automatically copied to the territory hierarchy
as follows:

 The name of your organization is set as the top of the territory hierarchy.
 For each role in the forecast hierarchy, a corresponding territory is created in the new territory hierarchy.

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 Manual forecast sharing settings on the roles are copied to the new territory. For more information on manual forecast sharing,
see Manually Sharing a Forecast.
 Active Salesforce users are added to territories based on their roles.
 Opportunities are assigned to the opportunity owner’s territory.
 Accounts are not assigned anywhere in the territory hierarchy.
 Until you add or edit territories, your forecasts will work the same as they did before you enabled territory management.

What the Enable Territory Management from Scratch Button Does

When you click this button, the following occurs:

 All preexisting forecast data is deleted.

 An empty territory hierarchy is created.
Using this button is only recommended when you are setting up a brand new organization in Salesforce that does not have an existing
forecast hierarchy.
Warning
Irreversible data loss can result from clicking Enable Territory Management from Scratch.
Configure territory-related fields, page layouts, and user permissions:
 From Setup, click Customize | Accounts:
o Click Fields to set the field-level security of the Territories and Exclude from territory assignment
rules fields.
o Click Page Layouts to add those fields to account page layouts. Also, for each account page layout, you can set whether
users can choose to run account assignment rules when they save accounts, and whether account assignment rules should
run by default whenever accounts are saved.
 From Setup, click Customize | Opportunities:
o Click Fields to set the field-level security of the Territory field.
o Click Page Layouts to add the field to opportunity page layouts.
 Using permission sets or profiles, grant the “Manage Territories” permission to users who will be administrators of the territory
hierarchy. Users that had the “Customize Application” permission before you enabled territory management are automatically given the
“Manage Territories” permission.
To begin working with your new territory hierarchy, from Setup, click Manage Territories | Hierarchy. See Building Your Territory Hierarchy.

Territory management is an account shar ing system that grants access to accounts based on the character istics of the accounts. It
enables your company to structure your Salesforce data and users the same w ay you structure your sales territories. Particularly if your
organization has a pr ivate sharing model, you may need to grant users access to accounts based on criteria such as zip code, industry,
revenue, or a custom field that is relevant to your business. You may also need to generate forecasts for these diverse categor ies of
accounts. Territory management solves these business needs and provides a pow erful solution for structuring your users, accounts,
and their associated contacts, opportunities, and cases.

Note: Account ow nership and its effect on record sharing remains valid and unchanged w hen territory management is in use.

Key benefits of territory management include:

● The ability to use account criteria to expand a private sharing model.
● Support for complex and frequently changed sales organization structures.
● Support for transferring users betw een territories, w ith the option to retain opportunities.
● Multiple forecasts per user, based on territory membership.
● Territory-based sales reports.

Note: Territory management only affects accounts and the standard objects that have a master-detail relationship to accounts. For
example, opportunities are inc luded in territory management but leads are not.

What is a Territory?
A territory is a flexible collection of accounts and users w here the users have at least read access to the accounts, regardless of who
ow ns the account. By configur ing territory settings, users in a territory can be granted read, read/w rite, or ow ner-like access (that is, the

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ability to v iew , edit, transfer, and delete records) to the accounts in that territory. Both accounts and users can exist in multiple
territories. You can manually add accounts to territories, or you can define account assignment rules that assign accounts to territories
for you.

Not only can you control access to accounts for users in each territory, you can also control users' access to the opportunities and
cases associated w ith the accounts in the territory, regardless of w ho ow ns the records. For more information, see Territory Fields.

What is a Territory Hierarchy?

Territories exist in a hierarchy, w hich you can set up w ith as many nested levels as you w ish. For example, you could create a top-level
territory named “Wor ldw ide Sales” that has the child territories “North A merica,” “ Europe/Middle East,” “Latin A mer ica,” “Africa,” and
“Asia/Australia.” “North A merica” might have the child territories “ Canada” and “ United States.“ “United States” might have the child
territories “Western,” “ Central,” “Southern,” and “ Eastern.” Finally, “ Western” might have the child territories “ California,” “ Oregon,”
“Washington,” “ Nevada,” “Arizona,” and “ Utah.”

Note that territory hierarchies do not have to be focused on geography; they can be defined how ever you like. For more information,
see Building Your Territory Hierarchy.

How Do Territories Affect Forecasting?

When you enable territory management for your organization, your forecast data is der ived from the opportunities that are associated
w ith the accounts in your territories. Users w ill have a different forecast for each territory to w hich they are assigned. For example, if
you are assigned to both “ California” and “Arizona,” you w ill have one forecast for the opportunities you have in “ California,” and
another forecast for the opportunities you have in “Arizona.” See View ing Customizable Forecasts.

RUNNING USER CONCEPT IN DASHBOA RD ALLOWS USERS TO VIEW DA TA, WHICH NORMALLY THEY CA NNOT VIEW?

A. TRUE
B. FALSE
…

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…
A. TRUE

Unless the creator creates a ‘dynamic dashboard’ in Enterprise, Unlimited or Developer edition with “manage dynamic
dashboards” permission, and the “run as logged-in user” option is selected.

Each dashboard has a running user, w hose security settings deter mine w hich data to display in a dashboard.
To select the running user for a dashboard:

1. Edit a dashboard.
2. In the View dashboard as field, enter a running user. Enter “*” to see all available users.
3. Save your dashboard.

Dynamic dashboards are available in Enterprise, Unlimited, and Developer Editions. If you have the “ Manage Dynamic Dashboards”
per mission, the process is a little different:

1. Edit a dashboard.
2. Click the button next to the View dashboard as field.
3. Choose the dashboard type:
○ Run as specified user. The dashboard runs using the security settings of that single, specific user. All users w ith
access to the dashboard see the same data, regardless of their ow n personal security settings. This approach is
perfect for sharing the big picture across a hierarchy, or motivating team members by show ing peer performance
w ithin a team. Unless you have “View All Data,” you can only choose yourself.
○ Run as logged-in user. A dynamic dashboard runs using the security settings of the user view ing the dashboard.
Each user sees the dashboard according to his or her ow n access level. This approach helps administrators share
one common set of dashboard components to users w ith different levels of access.
4. Optionally, select Let authorized users change running user to enable those w ith permission to change the running user on the
dashboard view page, as follow s:
○ Users w ith “View My Team's Dashboards” can view the dashboard as any user below them in the role hierarchy.
○ Users w ith “View All Data” can v iew the dashboard as any user in their organization.
5. Note: If you have“View All Data” or “View My Team's Dashboards,” you can preview the dashboard editpage as a different
user, but you must select Let authorized users change running user to change the running user from the dashboard view
page.
6. Click OK.
7. In the View dashboard as field, enter a running user. Enter “*” to see all available users.
8. Save your dashboard.

Tips for Selecting a Running User

● Dashboard components that use Visualforce ignore the running user; content displays only if the view ing user has access to
the Visualforce page. Other components in the dashboard are not affected.
● Users w ith a Salesforce Platform or Salesforce Platfor m One user license can only view a dashboard if the dashboard running
user also has the same license type. Consider creating separate dashboards for users w ith different license types.

CA N A USER CREA TE HIS OR HER OWN DEFA ULT SALES TEA M?

A. YES
B. NO
…
…
A. YES

Adding Sales Team Members

1. Click Your Nam e | Setup | My Personal Inform ation | Personal Inform ation.
2. Click Add in the Default Sales Team related list.
3. Select users to add as members of your default sales team.
4. Select the access that each member should have as part of the sales team on the opportunities you ow n.
5. The access level cannot be less than your organization’s default opportunity access level.
6. Select a sales team role for each member, for example, “Account Manager.”

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7. Check the Automatically add my default sales team... box to add your default sales team to all opportunities that you create
and all open opportunities that are transferred to you. The sales team on closed opportunities that are transferred to you is not
affected by this option.
8. Check the Update open opportunity sales teams... box to apply the default sales team changes to all of your existing open
opportunities. Closed opportunities are not affected.
9. Click Save.

HOW MA NY RA NGES CA N BE DEFINED IN THE CA SE OF A CONDITIONAL HIGHLIGHTING?

A. 2
B. 3
C. 4
D. 5
…
…
B. 3

Think about it: X < Y < Z.

WHEN A RE THE FORMULA FIELDS RE - CALCULATED?

A. EV ERY 15 MINUTES
B. EV ERY TIME THEY A RE SEEN (V IEWED)
C. A FTER EV ERY DML OPERA TION
D. A DMIN CA N SET THE TIME OF REFRESH
…
…
B. EV ERY TIME THEY A RE SEEN (V IEWED)

Note that when I go to create a Formula field in my training instance, this is the text that shows up next to that option: “A
read-only field that derives its value from a formula expression you define. The formula field is updated when any of the
source fields change.” I would think that this re-calculation occurs whether the field is seen or not, especially if a change in
the formula value triggers workflow. Having said that, Randy Miller provided some points that help to rationalize Answer B:

• Answer A and Answer D are not nonsen sical, as it would make no sen se to con strain recalculation to a fixed time
• Answer C is challenging in the sen se that there are many types of DM L, up to and including deletion of the formula
field itself!

Randy Miller also found supporting text for Answer B:

Using Form ulas in Salesforce

Many areas in Salesforce use formulas. Before you begin using formulas, review the differences betw een the follow ing uses for
formulas:

Approval Processes
Defines the criter ia a record must match to enter an approval process

Approval Steps
Defines the criter ia a record must match to enter a step in an approval process

Assignment Rules for Leads and Cases

Specifies conditions that a lead or case must match for it to be assigned

Auto-Response Rules for Leads and Cases

Defines the criter ia a lead or case must match to trigger an auto-response rule

Case Escalation Rules

Specifies conditions that a case must match for it to be escalated

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Default Field Values

Automatically inserts a value in a custom field w hen a record is first created
Users can change a default value if they w ish. Default field values can be based on a formula using values, merge fields, or
expressions you specify.

Form ula Fields

Automatically calculates the value of a custom field using the values, merge fields, or expressions you specify
Users cannot change the value of a for mula field.

Validation Rules
Pr events users from entering an invalid value in a standard or custom field
Validation rules can be based on for mulas and display an error message to the user w hen the value they enter is not valid for that field.

Workflow Rules
Defines the criter ia a record must meet to trigger a w orkflow rule

Field Updates
Automatically changes the value of a field to a value you spec ify
You can set field updates to occur as a result of a w orkflow rule or an approval process.

Custom Summ ary Formulas in Reports

Automatically calculates additional totals based on existing report summaries using the values, merge fields, or expressions you specify
Users cannot change these totals.

Default Field Values Form ula Fields Validation Rules Workflow Rules and Field Updates
Approval
Processes
When are they Record creation Record display Record save Record save Workflow or approval
executed? process
Read only? No Yes Not applicable Not applicable Not applicable
Can include Yes Yes Yes Yes Yes
functions?
Can specify null No Yes No No No
handling?
Can include No Yes Yes Yes Yes
references to parent
merge fields?

HOW DO YOU FIND OUT THA T THE A PPROVAL PROCESS IS EDITED?

A. LAST MODIFIED BY FIELD

B. AUDIT TRAIL
C. HISTORY RECORD ON A PPROVAL PA GE LAYOUT
D. ALL OF THE ABOV E
…
…
D. ALL OF THE ABOV E

I cannot find _any_ information allows me to confirm this answer, though it seem s correct.
<<>>

HOW MA NY SOLUTION RECORDS CA N BE IMPORT ED VIA IMPORT WIZARD?

A. 500
B. 5,000
C. 50,000
D. SOLUTION RECORDS CA NNOT BE IMPORTED VIA IMPORT WIZA RD
…
…
C. 50,000

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Import Wizard = CALCuS

● Contacts
● Accounts
● Leads
● Customer Objects
● Solutions

FORMATTING OF REPORT IS MA INTA INED WHEN IT IS EXPORTED V IA PRINTABLE VIEW?

A. TRUE
B. FALSE
…
…
A. TRUE

WHICH OF THE FOLLOWING IS A SALESFORCE.COM DEFINITION FOR A LEA D?

A. ANY PERSON, ORGA NIZATION OR COMPA NY THA T MAY BE INTERESTED IN Y OUR PRODUCTS A ND SERV ICES, NOT Y ET
CUSTOMERS
B. AN ORGA NIZATION, INDIV IDUA L OR COMPA NY INVOLV ED WITH YOUR BUSINESS SUCH AS CUSTOMERS, COMPET ITORS
AND PA RTNERS
C. A NY POTENTIAL REV ENUE- GENERA TING EV ENT I.E. “SALES DEAL”
D. A NY INDIV IDUAL OR INFLUENCER ASSOCIA TED WITH A N A CCOUNT
…
…
A. ANY PERSON, ORGA NIZATION OR COMPA NY THA T MAY BE INTERESTED IN Y OUR PRODUCTS A ND SERV ICES, NOT Y ET
CUSTOMERS
<<>>

IF YOU DELETE AN EMA IL FROM A CASE AND THEN DELETE THE CASE, YOU WILL NOT BE ABLE TO RETRIEV E THE
DELETED EMA IL FROM THE RECY CLE BIN

A. TRUE
B. FALSE
…
…
A. TRUE

Working w ith Case Em ails

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To view cases: “Read” on cases

To work w ith case em ails: “Edit” on cases

Cases generated via Email-to-Case or On- Demand Email-to- Case display in an Emails related list. The Emails related list includes all
emails sent by your customer regarding a particular case, as w ell the email threads betw een you and your customer. The first 77
characters of an email message appear in the related list so that you can see w hat the message is about w ithout having to click on it.
To w ork w ith Email-to-Case or On- Demand Email-to- Case emails:
● Click Send An Em ail to send an email to a contact, another user, or any other email address. See Sending Email for more
information.

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● Click Reply to respond to an email. The email response automatically includes the email body as received from the customer.
Enter your response and click Send.
● When you reply to email messages in the Email related list on cases, the From: field on your email may display to r ecipients
as [email protected] or [email protected]. This is due to how the recipients' email applications receive Sender
and From headers on inbound email. By default, an Enable Sender ID compliance setting is selected for your organization,
which enables email messages sent from Salesforce to comply w ith email applications that require Sender headers for
delivery. For more information, see Configuring Deliverability Settings.
● Click To All to respond to all participants on an email thread.
● Click the subject of the email to view the email. From the email, you can reply to the sender, reply to everyone, forw ard the
email, or delete it.
● While view ing an email, you can display a list of all the emails associated w ith the case by clicking Em ail Message List, and
you can navigate to the case's other emails by clicking Next or Previous.
● Note: The Em ail Message List, Next, and Previous links are not available in the Customer Portal andpartner portal.
● While view ing an email, clic k Forw ard to forward it. The email automatically includes the email body as received from the
customer. Optionally, enter text and clic k Send.
● If the or iginal email w as an HTML email, you can clic k the Click here to view HTML version link to see the HTML version. If
you w ant to see the entire email header, click the Click here to view original em ail headerslink.
● To view any attachments contained in incoming emails, go to the Attachments related list of the email. To view attachments
sent w ith outbound emails, view the Attachments related list of outbound emails.
● The size limit for an attachment is 5 MB. The user w ho configured the email agent can v iew its log file to see if any
attachments exceeded the size limit.
● Click Del to delete an email. Note that a deleted email can be retrieved from the Recycle Bin. However, if you delete an
email from a case, then delete the case, you will not be able to retrieve the deleted email from the Recycle Bin.

In the Email related list, emails are listed in the order received according to the most recent. Emails in the related list display one of the
follow ing statuses:

Em ail Status Description

New An inbound email that has not been read.

The contents of the Subject field display in bold for emails w ith a New Status.

Read An inbound email that has been read but not replied to.

Sent An outbound email.

Replied An inbound email that has been replied to. Replying to a sent email gives it a replied status.

When a case contains a new (unread) email, an “ Email” task associated w ith that case is automatically created in the case ow ner's task
list w ith the email subject displayed. The ow ner can easily see the new task on the Home tab or from the Open Activities related list of
the case. From the tas k, the ow ner can click a link to v iew the email associated w ith the case. When the user responds to the email, the
task is removed from the ow ner's task list and added to the case's Activity History related list. The user can also move an email task to
which they have not responded to the Activity History related list by changing its status to “ Completed.”

Note: When inbound emails create a new case and your assignment rules route that case to a queue, the “ Email” task is assigned to
the user configured in the email agent.

If an inbound email does not contain the email address of an existing contact, then the Web Namefield on the case is automatically
updated w ith the name in the From field of the email, and the Web Email field on the case is automatically updated w ith the addr ess
provided in the inbound email.

Tip: When running the Cases w ith Emails report, add the Is Incoming field to the report to see the cases received via Email-to- Case.

ON WHICH OF THESE AREA S A RE DA TA VALIDATION RULES ENFORCED BUT NO FEEDBA CK IS GIV EN TO USERS?

A. LEAD CONV ERT

B. RECORD MERGER
C. WEB- TO- CASE

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D. SALESFORCE MOBILE
E. SELF SERV ICE PORTAL
…
…
C. WEB- TO- CASE

Think about it: The last thing you want to do is annoy a user submitting a Case.

WHAT SHOULD BE THE A DVANCED FILTER CONDITIONS TO MEET THE REQUIREMENT “ FIND CONTA CTS OWNED BY POO
THAT HAV E A TITLE OF CFO, FUNCTIONAL ROLE OF CFO, OR REPORTS TO THE CFO?”

1) TITLE EQUALS CFO

2) FUNCTIONAL ROLE EQUALS CFO
3) REPORTS TO EQUA LS CFO
4) CONTA CT OWNER CONTAINS POO

A. (1 OR 2 OR 3) AND 4
B. (4 A ND (2 OR 3)) OR 1
C. (1 OR 2 OR (3 A ND 4)
D. (1 AND (2 OR 3)) OR 4
…
…
A. (1 OR 2 OR 3) AND 4

HOW MA NY USER RECORDS CA N BE IMPORTED V IA IMPORT WIZA RD?

A. 500
B. 5,000
C. 50,000
D. USER RECORDS CA NNOT BE IMPORTED V IA IMPORT WIZA RD
…
…
D. USER RECORDS CA NNOT BE IMPORTED V IA IMPORT WIZA RD

Import Wizard = CALCuS

● Contacts
● Accounts
● Leads
● Customer Objects
● Solutions

WHICH OF THE FOLLOWING IS TRUE ABOUT PAGE LAYOUTS?

A. CONTROL THE LAYOUT AND ORGA NIZATION OF DETA IL AND EDIT PA GES
B. CONTROL WHICH FIELDS, RELATED LISTS, A ND CUSTOM LINKS USERS SEE, ON DETA IL AND EDIT PA GES ONLY
C. CONTROL WHICH STA NDA RD AND CUSTOM BUTTONS DISPLAY ON DETA IL PAGES A ND RELA TED LISTS
D. DETERMINE WHETHER FIELDS A RE VISIBLE, REA D ONLY, OR REQUIRED, ON DETA IL AND EDIT PA GES ONLY
E. ALL OF THE ABOV E
…
…
E. ALL OF THE ABOV E

TO EMA IL A REPORT TO OTHER USERS, THE REPORT MUST BE IN A PUBLIC FOLDER WITH ACCESS GRA NTED TO THE
OTHER USERS?

A. TRUE

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B. FALSE
…
…
A. TRUE
<<>>

WHEN A FIELD IS DELETED FROM A PA GE LAYOUT, IS IT ALSO DELETED FROM THE OBJECT?

A. YES
B. NO
…
…
B. NO

WHEN Y OU INSERT A RECORD USING THE A PI, DO VALIDA TION RULES GET EXECUTED?

A. YES
B. NO
…
…
A. YES

About Validation Rules

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, Dev eloper, and Database.com Editions

Improve the quality of your data using validation rules. Validation rules verify that the data a user enters in a record meets the standards you specify
before the user can save the record. A validation rule can contain a formula or expression that evaluates the data in one or more fields and returns a
value of “True” or “False”. Validation rules also include an error message to display to the user when the rule returns a value of “True” due to an invalid
value.
After you have defined validation rules:

1. The user chooses to create a new record or edit an existing record.

2. The user clicks Sav e.
3. All validation rules are verified.
 If all data is valid, the record is saved.
 If any data is invalid, the associated error message displays without saving the record.
The user makes the necessary changes and clicks Save again.

You can specify the error message to display when a record fails validation and where to display it. For example, your error message can be “The close
date must occur after today's date.” You can choose to display it near a field or at the top of the page. Like all other error messages, validation rule
errors display in red text and are preceded by the word “Error”.

Important
Validation rules apply to new and updated records for an object, even if the fields referenced in the validation rule are not included in a page
layout or an API call. Validation rules don't apply if you create new records for an object with Quick Create. If your organization has multiple page
layouts for the object on which you create a validation rule, verify that the validation rule functions as intended on each layout. If your organization has
any integrations that use this object, verify that the validation rule functions as intended for each integration.

SCHEDULED REPORTS RUN IN THE TIME Z ONE OF THE USER WHO SCHEDULES THE REPORT.

A. TRUE
B. FALSE
…
…
A. TRUE

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Tips on Scheduling Reports

Some tips to keep in mind about timings, limits, and email notifications when scheduling a report.
Available in: Professional, Enterprise, Unlimited, and Developer Editions

Scheduling Report Runs

 On the Reports tab, hover over in the schedule column ( ) to view a report’s schedule. Note that users without the “Schedule Reports”
permission can't see this icon and information.
 You can’t create schedules for joined reports.
 Your organization is limited to no more than 200 scheduled reports. Daily limits differ by edition. Additional scheduled reports may be available
for purchase.
 Scheduled reports run in the time zone of the user who set up the schedule. For example, if the Time Zone field on your user record is
set to Pacific Standard Time, and you schedule a report to run every day at 2:00 PM, then the report runs every day between 2:00 PM and 2:29
PM Pacific Standard Time.
 If you view and save a schedule in a time zone different from the one in which it was previously scheduled, the time slot could potentially
change.
 If you schedule a report to run on a specific day of every month, the report runs only on months that have that specific day. For example, if you
schedule a report to run on the 31st day of every month, then the report runs only on months that have 31 days. To schedule a report on the last
day of every month, choose last from the On day of every month drop-down list.
 The report runs within 30 minutes of the time you select for Preferred Start Time . For example, if you select 2:00 PM as your preferred
start time, the report runs any time between 2:00 PM and 2:29 PM, depending on how many other reports are scheduled at that time.
 Scheduling reports is not tracked in the audit trail history.

Em ailing Scheduled Reports

 Report charts are not included in emailed reports. To email a chart of the report, create a dashboard and schedule a dashboard refresh.
 Outlook 2007 limitation: Report emails containing tables more than 22 inches wide or with more than 63 columns might not display properly.
 The maximum size for emailed reports is 10 MB. Try the following techniques to reduce the amount of data in your report:
o Filter for your own records, rather than all records.
o Limit the scope of the data to a specific date range.
o Exclude unnecessary columns from your report.
o Hide the report details.

REPORTS SHOW ONLY THE INFORMA TION YOU CA N A CCESS, WHEREA S DASHBOA RDS SHOW INFORMA TION WHICH Y OU
CA NNOT NORMALLY ACCESS.

A. TRUE
B. FALSE
…
…
A. TRUE

WHICH OF THE FOLLOWING A RE NOT CONTROLLED BY THE PA GE LAYOUTS?

A. CUSTOM FIELDS
B. SECTIONS
C. RELA TED LIST
D. CUSTOM BUTTON
E. VALIDA TION RULE ERROR MESSAGE

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…
…
E. VALIDA TION RULE ERROR MESSAGE

Not sure that it is entirely accurate to say that Page Layouts ‘control’ Custom Fields

IF A FIELD IS VISIBLE IN THE SEA RCH LAYOUT BUT HIDDEN FOR CERTA IN USERS V IA THE FIELD-LEV EL SECURITY
SETTINGS THEN WHICH OF THE FOLLOWING STATEMENT IS TRUE?

A. THE FIELD-LEV EL SECURITY OV ERRIDES THE SEA RCH LAYOUT A ND THE FIELD WILL BE HIDDEN FOR ALL USERS
B. THE FIELD WILL STILL BE V ISIBLE IN SEA RCH LAYOUT TO ALL THE USERS
C. THE FIELD-LEV EL SECURITY OV ERRIDES THE SEA RCH LAYOUT A ND THE FIELD WILL BE HIDDEN FOR THOSE USERS
D. NONE OF THE ABOV E
…
…
C. THE FIELD-LEV EL SECURITY OV ERRIDES THE SEA RCH LAYOUT A ND THE FIELD WILL BE HIDDEN FOR THOSE USERS

IF A REPORT IS RUN WHICH RETURNS 20,000 RECORDS THEN

A. ALL 20K RECORDS A RE DISPLAY ED IN THE UI

B. FIRST 2K RECORDS ARE DISPLAY ED IN THE UI
C. 10 REPORTS EA CH HAVING 2K RECORDS A RE CREA TED
D. REPORT FA ILS AND AN ERROR IS REPORTED
…
…
B. FIRST 2K RECORDS ARE DISPLAY ED IN THE UI

ON DELETING A TAB FROM A N A PPLICATION ____

A. DELETES THE TAB FROM SALESFORCE.COM

B. DELETES THE TAB FROM THAT A PPLICA TION
C. DELETES THAT PA RTICULA R OBJECT OF WHOSE TAB IS DELETED
D. ALL OF THE ABOV E
…
…
B. DELETES THE TAB FROM THAT A PPLICA TION

WHICH ONE OF THE FOLLOWING IS A SALESFORCE.COM DEFINITION FOR A N OPPORTUNITY?

A. ANY PERSON, ORGA NIZATION OR COMPA NY THA T MAY BE INTERESTED IN Y OUR PRODUCTS A ND SERV ICES, NOT Y ET
CUSTOMERS
B. AN ORGA NIZATION, INDIV IDUA L OR COMPA NY INVOLV ED WITH YOUR BUSINESS SUCH AS CUSTOMERS, COMPET ITORS
AND PA RTNERS
C. A NY POTENTIAL REV ENUE- GENERA TING EV ENT I.E. “SALES DEAL”
D. A NY INDIV IDUAL OR INFLUENCER ASSOCIA TED WITH A N A CCOUNT
…
…
C. A NY POTENTIAL REV ENUE- GENERA TING EV ENT I.E. “SALES DEAL”

Opportunities Overview

Available in: All Editions that signed up prior to Summer '0 9

Available in: Group, Professional, Enterprise, Unlimited, and Developer Editions that signed up during or after Summer '09

Not Available in Database.com

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Opportunities are the sales and pending deals that you want to track. By adding opportunities, you are also building your “pipeline,” which will
contribute to your forecast. You can also link opportunities to campaigns to help measure the ROI of your marketing programs. In addition, you can
create quotes, which show proposed prices for products and services, from an opportunity.

The Opportunities tab displays a home page that lets you quickly create and locate opportunities. You can also sort and filter opportunities using
standard and custom list views. In addition, this tab lets you view and edit detailed information on each opportunity to which you have access.

WHICH OF THE FOLLOWING MA KE A USER RECORD UNIQUE?

A. PROFILE
B. EMA IL ID
C. USERNA ME
D. ROLE
…
…
C. USERNA ME

Think about it: You have multiple training ORGs, all with the same Email ID, and you already know that Profiles and Roles can
be attached to many users. (We just happen to use our emails as Usernames, but don’t let that fool you)

WHICH OF THE FOLLOWING IS NOT CONTROLLED BY THE PAGE LAYOUT?

A. HOW DETA IL A ND EDIT PAGES A RE ORGA NIZ ED

B. FIELD PROPERTIES LIKE V ISIBLE, REA D-ONLY AND REQUIRED
C. CONTROLLING WHICH FIELDS, RELATED LISTS, A ND CUSTOM LINKS USERS SEES
D. PA GE SECTION CUSTOMIZATIONS
E. ROLLUP SUMMA RY
…
…
E. ROLLUP SUMMA RY

WHAT DOES THE DASHBOA RD SNA PSHOT ON THE HOME PA GE DISPLAY?

A. ONLY THE DASHBOARD DETERMINED BY THE SYSTEM A DMINISTRATOR

B. YOU CA NNOT DISPLAY A DASHBOARD ON THE HOME PA GE
C. THE FIRST TWO ROWS OF ANY OF YOUR AVAILABLE DASHBOARDS
D. THE FIRST ROW OF A NY AVAILABLE DASHBOARDS
E. THE COMPLETE DA SHBOA RD SET BY THE USER HIMSELF
…
…
D. THE FIRST ROW OF A NY AVAILABLE DASHBOARDS

This answer is a little misleading, as it is not truly ‘the first row of any available dashboards’, it is the first row of the
dashboard that you select to display on your Home tab. Here is a SNIP of the resulting page when I click ‘customize page’
from the dashboard section of my Home tab:

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WHICH OF THE FOLLOWING CA NNOT BE USED TO CUSTOMIZ E YOUR HOME PA GE

A. COMPA NY LOGO ( IMA GE)

B. DASHBOA RD SNA PSHOT
C. CUSTOM LINKS
D. CUSTOM FORMULA FIELD
…
…
D. CUSTOM FORMULA FIELD

THOUGH MULTIPLE CA MPA IGNS CAN BE INFLUENTIA L, YOU CA N ONLY DESIGNATE ONE CA MPA IGN AS THE PRIMA RY
CA MPA IGN SOURCE ON THE OPPORTUNITY ?

A. TRUE
B. FALSE
…
…
A. TRUE

CUSTOMER PORTA L USERS CAN V IEW THE TAGS SECTION OF A PAGE, IF IT IS INCLUDED IN A PAGE LAYOUT.

A. TRUE
B. FALSE
…
…
B. FALSE

Setting Up Your Customer Portal

Available in: Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To set up and update the Customer Portal: “Customize Application”

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A Salesforce Customer Portal is similar to a Self-Service portal in that it provides an online support channel for your customers—
allow ing them to resolve their inquiries w ithout contacting a customer service representative. How ever, a Customer Portal provides
significantly richer functionality than a Self-Service portal. This is because a Customer Portal has functionality similar to Salesforce.
With a Customer Portal, you can customize and deliver a visually stunning user interface to your customers, and use the follow ing
Salesforce features to help you and your customers succeed:

● Deter mine w hich pages and fields customers see w ith page layouts and field-level security
● Manage customers w ith profiles, per mission sets, roles, and sharing rules
● Pr ovide and organize documents via Salesforce CRM Content or the Documents tab
● Create a know ledge base for your customers using Salesforce Know ledge
● Allow customers to partic ipate in Salesforce CRM Ideas communities.
● Display and collect data that is unique to your organization w ith custom objects
● Display custom s-controls and content from other w ebsites via Web tabs
● Pr ovide customized reports via the Reports tab

Note: The Service Cloud Portal is the Customer Portal intended for many thousands to millions of users. Service Cloud portal users are
also referred to as high-volume portal users.

See About High-Volume Portal Users (Service Cloud Portal Users).

Setting up your Customer Portal consists of the follow ing steps:

1. Enable the Customer Portal.
2. Create one or more portals.
3. For each portal:
a. Configure the settings and communication templates.
b. You can standardize the communication templates sent to the users of all your Customer Portals by clicking the Set
Default Em ail Templates for All Customer Portals link on the Tools section of the Customer Portal Setup page.
For more information, see Creating Multiple Customer Portals.
c. The Convert Portal User Access wizard automatically displays after the first time you save settings for your first
portal, w hether it is the Customer Portal or partner portal. You can use this w izard to help ensure that records and
folders ow ned by Salesforce users are not shared w ith portal users.
d. Customize the fonts and colors.
e. Customize the available tabs and tab order.
f. Configure portal languages.
4. Optionally, if available to your portal user licenses, you can enable Salesforce CRM Content, Ideas, Answ ers, Entitlement
Management or Salesforce Know ledge as needed.
5. Create Customer Portal profiles.
6. For each profile:
a. Customize page layouts. See Customizing Your Customer Portal Pages.
b. For setup tips and general information about Salesforce Customer Portal pages, see Setup Tips and Considerations
for Customer Portal Pages.
c. Customize list views. See Creating Custom List View s.
d. Customer Portal users can automatically see any list view w ith visibility settings marked Visible to all users. We
recommend that you create specific list view s on all objects accessible to portal users, and then assign portal users
to only the list view s you w ant them to view .
e. Customize search layouts. See Customiz ing Search Layouts.
f. The search layouts in your Salesforce organization are the same search layouts used in your Customer Portal.
Verify that search layouts on objects accessible to portal users only inc lude fields you w ant them to view in search
results.
7. Set up w orkflow :
a. Set up w orkflow rules or case assignment rules to automatically assign cases created by portal users to Salesforce
users or queues by using the criteria Current User: User Type contains Customer Portal. For more infor mation, see
Setting Up Assignment Rules and Managing Workflow Rules.
b. For case assignment rules to w ork on the Customer Portal, select the Show Case Assignment chec kbox and Select
Case Assignment chec kbox by default checkboxes on case page layouts assigned to portal profiles. Portal users
cannot view these checkboxes on the Customer Portal. Note that assignment rules trigger w hen a case is
createdand w hen it is edited. To prevent cases from being automatically reassigned w hen edited by portal users,
add a rule entry using the criter ia Current User: User Type contains Customer Portal and select the Do Not
Reassign User checkbox. For more infor mation, see Setting Up Assignment Rules.

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c. Create w orkflow alerts or case auto-response rules to automatically respond to portal users w hen they create a case
on your portal. To help you deter mine w hether to use w orkflow alerts or auto-response rules, see Differences
Betw een Auto-Response Rules and Wor kflow Alerts.
8. Configure portal user access.
9. Grant high-volume portal users access to objects.
10. Optionally, enable single sign-on.
11. Enable login on each Customer Portal.
12. Add a link on your organization's w ebsite to the portal.
13. Users can navigate to your Customer Portal after you copy the Login URL from your portal's settings and paste it into the
HTML of your w ebsite. For more infor mation, see EnablingCustomer Portal Login and Settings.
14. Enable contacts to use your portal.

To learn more about implementing a Customer Portal, see Preparation for Setting Up Your Portal.

Note: Contact salesforce.com about activating a Customer Portal for your organization.

En abling Tags

Tag settings available in: All Editions

User Perm issions Needed

To m odify tag settings: “Customize Application”

1. Click Your Nam e | Setup | Custom ize | Tags | Tag Settings.

2. Select Enable Personal Tags and Enable Public Tags to allow users to add personal and public tags to records. Deselect
both options to disable tags.
3. Specify w hich objects and page layouts should display tags in a tag section at the top of record detail pages. The tag section
is the only w ay that a user can add tags to a record.
4. For example, if you only select account page layouts, users in your organization can only tag account records. Additionally, if
you only select account page layouts for personal tags and not public tags, users can only tag account records w ith personal
tags.
5. Click Save.

Use these tips w hen enabling tags.

● When you enable tags, you can also add them to a page layout by editing the page layout directly. See Customizing Page
Layouts.
● Search results and the Tags page don't display custom objects that don't have an associated tab, even if tags are enabled for
the custom object. If you w ant custom object records to appear in search results or on the Tags page, you must create an
associated tab. The tab doesn't have to be visible to users.
● Customer Portal users can't view the tags section of a page, even if it is included in a page layout.

IF CUSTOM FISCAL Y EARS ARE ENA BLED THEN Y OU CA NNOT USE STA NDA RD FORECASTING?

A. TRUE
B. FALSE
…
…
A. TRUE

Fiscal Year
● Used for an organization’s financial planning
● Usually a year in length
● Impacts forecasts, quotas, and reports
Salesforce CRM allows tw o types:
● Standard Fiscal Year: follow s Gregorian calendar
○ Start on the first day of any month

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○ End on the last day of the 11th month after

● Custom Fiscal Year: follow s a custom structure

Once you define a custom fiscal year, you CANNOT switch back to standard fiscal year. You then have to create custom
forecasts - etc - to deal with this.

IT IS POSSIBLE FOR AN A CCOUNT TO BE PA RT OF MULTIPLE TERRITORIES?

A. YES
B. NO
…
…
A. YES

Territory Management Overview

Available in: Enterprise, Unlimited, and Developer Editions

Note
Territory Management is available only with Customizable Forecasts and not supported with the Winter ’12 release of Forecasts. If Territory
Management is enabled, you can no longer use the Winter ’12 release of Forecasts.

Territory management is an account sharing system that grants access to accounts based on the characteristics of the accounts. It enables your
company to structure your Salesforce data and users the same way you structure your sales territories. Particularly if your organization has a private
sharing model, you may need to grant users access to accounts based on criteria such as postal code, industry, revenue, or a custom field that is
relevant to your business. You may also need to generate forecasts for these diverse categories of accounts. Territory management solves these
business needs and provides a powerful solution for structuring your users, accounts, and their associated contacts, opportunities, and cases.

Note
Account ownership and its effect on record sharing remains valid and unchanged when territory management is in use.
Key benefits of territory management include:
 The ability to use account criteria to expand a private sharing model.
 Support for complex and frequently changed sales organization structures.
 Support for transferring users between territories, with the option to retain opportunities.
 Multiple forecasts per user, based on territory membership.
 Territory-based sales reports.

Note
Territory management only affects accounts and the standard objects that have a master-detail relationship to accounts. For example, opportunities are
included in territory management but leads are not.

What is a Territory?

A territory is a flexible collection of accounts and users where the users have at least read access to the accounts, regardless of who owns the account.
By configuring territory settings, users in a territory can be granted read, read/write, or owner-like access (that is, the ability to view, edit, transfer, and
delete records) to the accounts in that territory. Both accounts and users can exist in multiple territories. You can manually add accounts to
territories, or you can define account assignment rules that assign accounts to territories for you.

Not only can you control access to accounts for users in each territory, you can also control users’ access to the opportunities and cases associated with
the accounts in the territory, regardless of who owns the records.

What is a Territory Hierarchy?

Territories exist in a hierarchy which you can set up with as many nested levels as you wish. For example, you could create a top-level territory named
“Worldwide Sales” that has the child territories “North America,” “Europe/Middle East,” “Latin America,” “Africa,” and “Asia/Australia.” “North America”
might have the child territories “Canada” and “United States.“ “United States” might have the child territories “Western,” “Central,” “Southern,” and
“Eastern.” Finally, “Western” might have the child territories “California,” “Oregon,” “Washington,” “Nevada,” “Arizona,” and “Utah.”

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Note that territory hierarchies do not have to be focused on geography; they can be defined however you like.

How Do Territories Affect Forecasting?

When you enable territory management for your organization, your forecast data is derived from the opportunities that are associated with the accounts
in your territories. Users will have a different forecast for each territory to which they are assigned. For example, if you are assigned to both “California”
and “Arizona,” you will have one forecast for the opportunities you have in “California,” and another forecast for the opportunities you have in “Arizona.”
See Viewing Customizable Forecasts.

CASE ESCALATION RULES TRIGGERED ON THE LAST MODIFICA TION WILL BE RESET EA CH TIME A USER A DDS AN
ACTIVITY OR SENDS AN EMA IL FROM THE CASE RECORD?

A. TRUE
B. FALSE
…
…
B. FALSE

Adding an activity or sending an email DOES NOT require you to save or change the case, ergo these do not cause the
escalation rules to re-evaluate.

Note: Each time you save a case or change the case o wner, your escalation rules re-evaluate that case. Once the case
matches an escalation rule entry, calculates w hen the case should be escalated and stops chec king other escalation rule entries . For
example, if you have tw o escalation rule entries that specify:

● Escalate three hours after creation date if Case Reason equals Crash
● Escalate four hours after creation date if Case Reason equals Bug

A case created w ith Case Reason of Bug w ill be scheduled for escalation four hours after it w as created. Later, a user changes the
case, w hich causes the escalation rules to re-evaluate the case. If escalation rules find that the Case Reason is now Crash, it
schedules the case to be escalated three hours after creation date. If the case w as created more than three hours ago, the case is
escalated as soon as possible.

Escalation rules are not evaluated w hen transferring multiple cases at one time from a case list view . Also note that if you use
assignment rules to change case ow nership, the escalation rules are evaluated before any assignment rules.

Tip: Salesforce processes any rules in the follow ing order:

1. Validation rules
2. Assignment rules
3. Auto-response rules
4. Workflow rules (w ith immediate actions)
5. Escalation rules

Acronym = VAsAuWE

Workflow field updates that run based on an approval process or time-dependent action do not trigger any rules.

Creating Escalation Rules

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To create or change escalation rules: “Customize Application”

Create case escalation rules to escalate cases automatically if they are not resolved w ithin a certain period of time.
Typically, your organization w ill have one escalation rule that consists of multiple entries w hich specify exactly how the cases are
escalated. For example, your standard case escalation rule could have tw o entries: cases w ith Type set to Gold are escalated w ithin
tw o hours, and cases w ith Type set to Silver are escalated w ithin eight hours.

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For a list of the maximum number of rules allow ed in each organization, see Salesforce Editions and Limits.

For information on debugging escalation rules, see What is a Debug Log?.

Setting Up Escalation Rules

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To create escalation rules: “Customize Application”

To create an escalation rule:

1. Choose Your Nam e | Setup | Custom ize | Cases | Escalation Rules.
2. Choose New , and give the rule a name. Spec ify w hether you w ant this to be the active escalation rule. Click Save.
3. To create the rule entries, click New . Each rule can have a maximum of 3000 entries. Each entry defines a condition that
deter mines how cases are processed. For each entry, you can specify the follow ing:

Field Description

Order Sets the order in w hich the entry w ill be processed in the rule, for example, 1, 2, 3.
Salesforce evaluates each entry in order and tries to match the criteria of the entry. As soon as a
match is found, Salesforce processes the item and stops evaluating the rule entries for that item. If
no match is found, the case is simply not escalated.

Criteria Specifies conditions that the case must match for it to be escalated.
You can enter your rule criter ia:
● Choose criteria are met and select the filter criteria that a record must meet to trigger the rule.
For example, set a case filter to Pr iority equals High if you w ant case records w ith the
Pr iority field marked High to tr igger the rule.
● If your organization uses multiple languages, enter filter values in your organization's default
language. You can add up to 25 filter criter ia, up to 255 characters.
● Choose formula evaluates to true and enter a formula that returns a value of “True” or “ False.”
Salesforce triggers the rule if the for mula returns “True.” For example, the for mula
AND( ISCHA NGED( Prior ity ), ISPICKVAL ( Prior ity, "High") ) triggers a rule that changes the
ow ner of a case w hen the Prior ity field is changed to High.For infor mation on using
formulas, see Building For mulas.
Note that if your condition uses a custom field, the rule entry w ill automatically be deleted if the
custom field is deleted.

Specify Specifies how business hours apply to an escalated case:

business ● Ignore business hours - Select this field to ignore business hours w hen escalating a case.
hours ● Use business hours specified on case - Select this field to use the ex isting business
criteria hours on a case w hen escalating it.
● Set business hours - Select this field and click the lookup icon ( ) to select predefined
business hours to apply to a case w hen escalating it.
Escalation actions only run dur ing the business hours w ith w hich they are associated. For more
information, see Setting Business Hours.

Specify how Deter mines w hat field applies to your Age Over number of hours. Your Age Over setting can be
escalation based on the number of hours since:
times are ● A case w as created
set ● The case w as created unless it has been modified; once modified, the case w ill never get
escalated
● The most recent time a case w as modified
For example, if you choose Based on last modification time of the case and your Age Over setting
is 5, cases w ill get escalated 5 hours after the most recent last modified time and date as long as
the case is open.

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4. After creating the entry, click Save, or Save & New to save the entry and create more entries.
5. After you create the last entry, click Save. The escalation rule and a list of one or more rule entries are displayed.
6. Note: To create an error-proof rule, alw ays create the last rule entry w ith no criteria. This rule entry w ill catch any cases that
the previous rule entries did not assign.
7. Specify w hat action you w ant to be taken w hen one of the escalation rule entr ies is true. Click Edit next to the name of one of
the rule entr ies.
8. Click New to add an escalation action. You can spec ify up to five actions for each rule entry, to escalate the case over
increasing periods of time. For each escalation action, you can specify the follow ing:

Field Description

Age Over Specifies the number of hours after w hich a case should be escalated if it has not been closed.
This time is calculated from the date field set in the Specify how escalation times are set field. No
tw o escalation actions can have the same number in this field.

Assign To Specifies the user, partner user, or queue to w hich the case w ill be assigned if it matches the
condition. Users specified here cannot be marked “inactive” and they must have the “ Read”
per mission on cases.

Note: You can't revoke the “ Read” per mission on leads or cases for users assigned to a rule.

Note that reassigning an escalated case is optional.

Notification Specifies the template to use for the email that is automatically sent to the new ow ner specified in
Template the Assign To field. If no template is specified, no email w ill be sent.

Notify this Specifies the user to notify w hen the case is escalated. Notifying another user is optional.
user

Notify Case Indicates that the ow ner of the case is notified w hen the case is escalated.
Ow ner

Notification Specifies the template to use for the notification email that is automatically sent to the Notify
Template user(s). If you choose a user in the Notify field, you must select a template.

Additional Specifies additional individuals that you w ant to notify upon escalation.
Emails

Note: Each time you save a case or change the case ow ner, your escalation rules re-evaluate that case. Once the case matches an
escalation rule entry, calculates w hen the case should be escalated and stops checking other escalation rule entr ies. For example, if
you have tw o escalation rule entries that specify:

● Escalate three hours after creation date if Case Reason equals Crash
● Escalate four hours after creation date if Case Reason equals Bug

A case created w ith Case Reason of Bug w ill be scheduled for escalation four hours after it w as created. Later, a user changes the
case, w hich causes the escalation rules to re-evaluate the case. If escalation rules find that the Case Reason is now Crash, it
schedules the case to be escalated three hours after creation date. If the case w as created more than three hours ago, the case is
escalated as soon as possible.

Escalation rules are not evaluated w hen transferring multiple cases at one time from a case list view . Also note that if you use
assignment rules to change case ow nership, the escalation rules are evaluated before any assignment rules.

Tip: Salesforce processes any rules in the follow ing order:

1. Validation rules
2. Assignment rules
3. Auto-response rules
4. Workflow rules (w ith immediate actions)
5. Escalation rules

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Acronym = VAsAuWE

Workflow field updates that run based on an approval process or time-dependent action do not trigger any rules.

IS IT POSSIBLE TO HAV E SIDEBA R SEA RCH ENABLED WITH GLOBAL SEA RCH?

A. YES
B. NO
…
…
B. NO

Sidebar search ( Chatter=Off) and Global search (Chatter =On) are mutually exclusive.

IS IT POSSIBLE TO REPORT ON THE CONV ERTED LEA DS?

A. YES
B. NO
…
…
A. YES

When you convert a lead, Salesforce creates a new account, contact, and, optionally, an opportunity using the infor mation from the
lead. If an existing account and contact have the same names as those specified on the lead, you can choose to update the existing
account and contact. Infor mation from the lead is inserted only into blank fields; Salesforce does not overwrite existing account and
contact data.

All open and closed activities from the lead are attached to the account, contact, and opportunity. You can assign the ow ner of the
records, and schedule a follow -up task. When you assign a new owner, only the open activities are assigned to the new ow ner. If you
have custom lead fields, that infor mation can be inserted into custom account, contact, or opportunity fields as w ell. Prior to converting
leads, your administrator must set up the mappings for custom lead fields. Converted leads can't be viewed, although they appear
in lead reports. Salesforce updates the Last Modified Date and Last Modified By system fields on converted leads w hen picklist values
included on converted leads are changed.

THE OPPORTUNITIES FIELDS OF THE CA MPA IGN STATISTICS SECTION ON A CA MPA IGN DETA IL PA GE WILL ONLY BE
POPULA TED FOR THE CA MPA IGN DESIGNATED AS THE PRIMA RY CA MPA IGN SOURCE?

A. TRUE
B. FALSE
…
…
A. TRUE

Bottom Line: Campaign detail pages will only contain related opportunities for which the campaign in question is the ‘primary
campaign source’.

CASE ESCALATION RULES TRIGGERED ON THE LAST MODIFICA TION WILL BE RESET EA CH TIME A USER A DDS A
RELATED COMMENT TO THE CASE?

A. TRUE
B. FALSE
…
…
B. FALSE

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Adding a related comment DOES NOT require you to save or change the case, ergo this does not cause the escalation rules
to re-evaluate.

Note: Each time you save a case or change the case o wner, your escalation rules re-evaluate that case. Once the case
matches an escalation rule entry, calculates w hen the case should be escalated and stops chec king other escalation rule entries . For
example, if you have tw o escalation rule entries that specify:

● Escalate three hours after creation date if Case Reason equals Crash
● Escalate four hours after creation date if Case Reason equals Bug

A case created w ith Case Reason of Bug w ill be scheduled for escalation four hours after it w as created. Later, a user changes the
case, w hich causes the escalation rules to re-evaluate the case. If escalation rules find that the Case Reason is now Crash, it
schedules the case to be escalated three hours after creation date. If the case w as created more than three hours ago, the case is
escalated as soon as possible.

Escalation rules are not evaluated w hen transferring multiple cases at one time from a case list view . Also note that if you use
assignment rules to change case ow nership, the escalation rules are evaluated before any assignment rules.

Tip: Salesforce processes any rules in the follow ing order:

• Validation rules
• Assignment rules
• Auto-response rules
• Workflow rules (w ith immediate actions)
• Escalation rules

Acronym = VAsAuWE

Workflow field updates that run based on an approval process or time-dependent action do not trigger any rules.

FOR CUSTOM OBJECT RECORDS TO A PPEA R IN SEA RCH RESULTS, AN ASSOCIATED TAB NEEDS TO EXIST, BUT DOES
NOT HAV E TO BE VISIBLE TO USERS.

A. TRUE
B. FALSE
…
…
A. TRUE

Searching for Custom Object Records

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

User Perm issions Needed

To v iew custom object records:

“Read” on the custom object

You can search custom objects just as you can search standard objects in Salesforce.

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.

WILL TWO DIFFERENT USERS GET THE SA ME SEA RCH RESULTS ON SEA RCHING FOR A COMMON KEY WORD?

A. YES
B. NO

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…
…
B. NO

Search Results

Available in: All Editions

The search results page displays items for each object, custom object, tag, and Chatter feed that you have permission to view.

From this page, you can:

 Jump directly to an object's results—click any object on the left side of the page.
The number of results for each object is displayed. For example, Contacts [25+] means there are more than 25 contacts that match your search
criteria. If your search returns a large number of results for a particular object, click Next Page or Prev ious Page to view the results.
 Jump to Chatter Feed Search Results.
 View or edit items—click an item to open it or click Edit, if available.

 Refine your search results by clicking Options... below the search box or above the list of objects on the left hand side:

Choose w hich objects to search

In the Objects section, select the objects for which you want to return search results. If you don't select any objects, your search returns all
possible objects. Select All or click Clear All to quickly select all or no objects.

Search only items you ow n

In the More Options section, select Limit to items I own .

Note

When Limit to items I own is selected, the search results don't return article, asset, idea, invoice, order, people, product,
question, quote, and reply records because these records don't have owners.

Search for an exact phrase

In the More Options section, select Exact phrase . This is the same as using quotation marks around your search string.

Search w ithin a division

If you have the Affected by Divisions permission, specify which divisions you want to search. If your organization uses divisions but you don't
have the “Affected by Divisions”� permission, your search results include records from all divisions.

 Click Search.

The search options you select are saved until you change them. Click to clear your search terms.
Note
Chatter feed searches aren’t affected by your search scope; Chatter feed search results include matches across all objects.

Search options aren't available to Chatter Free users.

ARE TAGS SEA RCHABLE FROM STA NDA RD SEA RCH COMPONENT?

A. YES
B. NO
…
…
A. YES

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WHICH OF THE FOLLOWING STATEMENTS IS TRUE?

A. TASKS ALLOW Y OU TO TRA CK THE SPECIFIC A CTIONS YOU PLAN TO PERFORM OR HAVE PERFORMED; EMA IL ALERTS
CA NNOT TRA CK SPECIFIC A CTIONS
B. EMA IL ALERTS ALLOW YOU TO TRA CK THE SPECIFIC A CTIONS Y OU PLAN TO PERFORM OR HAV E PERFORMED, TASKS
CA NNOT TRA CK SPECIFIC A CTIONS
C. EMA IL ALERTS A ND TASKS ALLOW YOU TO TRACK THE SPECIFIC ACTIONS YOU PLA N TO PERFORM OR HAV E
PERFORMED
D. EMA IL ALERTS A ND TASKS CA NNOT TRACK THE SPECIFIC A CTIONS YOU PLA N TO PERFORM OR HAVE PERFORMED
…
…
A. TASKS ALLOW Y OU TO TRA CK THE SPECIFIC A CTIONS YOU PLAN TO PERFORM OR HAVE PERFORMED; EMA IL ALERTS
CA NNOT TRA CK SPECIFIC A CTIONS

RECENT ITEMS USE THE?

A. EDIT PAGELAYOUT
B. DETA IL PA GELAYOUT
C. SIDEBA R
D. RELA TED LIST
…
…
C. SIDEBA R

_________ A RE WORDS OR SHORT PHRASES THA T USERS CAN ASSOCIATE WITH MOST SALESFORCE.COM RECORDS TO
DESCRIBE AND ORGA NIZ E THEIR DA TA IN A PERSONALIZ ED WAY?

A. VIEWS
B. TAGS
C. DA SHBOA RDS
D. HOME PA GELAYOUT
E. A PPS
…
…
B. TAGS

Tags Overview

Available in: All Editions except Database.com

Tags are words or short phrases that you can associate with most Salesforce records to describe and organize their data in a personalized
way. Use tags to group records from various objects by a common theme or use, and then use those tags in search to make finding information fast and
intuitive.

For example, if you met a number of contacts and leads at a conference, you might tag them all with the phrase User Conference 2011. You could then
search for the User Conference 2011 tag and click that tag in search results to retrieve those records.
Salesforce supports two types of tags.
 Personal tags are private. Only you can view any personal tags that you add to a record.
 Public tags are shared among all users in an organization. Any user with access to the record can view the public tags that you add.
Administrators can enable personal and public tags for accounts, activities, assets, campaigns, cases, contacts, contracts, dashboards, documents,
events, leads, notes, opportunities, reports, solutions, tasks, and any custom objects (except relationship group members), allowing you to:
 Tag records
 Remove tags from a record
 Browse, search, and manage tags

WHAT HA PPENS WHEN A USER CLICKS ON THE CREA TE NEW A PPS OPTION PRESENT IN THE LIST OF A PPS SECTION?

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A. USER IS TAKEN TO A CREA TE NEW A PP PAGE IN SALESFORCE.COM

B. USER IS TAKEN TO A PP EXCHA NGE
C. USER IS TAKEN TO DEV ELOPER.FORCE.COM PAGE
D. NONE OF THE ABOV E
…
…
C. USER IS TAKEN TO DEV ELOPER.FORCE.COM PAGE

This makes sen se, because it is a USER clicking on the ‘Create New App s’ link, NOT an ADM INISTRATOR clicking on ‘Setup |
App Setup | Create | Apps’ link.

__________ ARE A COLLECTION OF FORCE.COM COMPONENTS A ND A PPLICATIONS THAT A RE MA DE AVAILABLE TO

OTHER ORGA NIZATIONS THROUGH THE A PPEXCHA NGE.

A. APPLICATION
B. OBJECT
C. WORKFLOW RULES
D. PA CKAGES
E. VISUAL FORCE PA GE
…
…
D. PA CKAGES

YOU CAN SET A TAB AS A LA NDING TAB WHILE CREA TING THE TAB FOR THE OBJECT?

A. TRUE
B. FALSE
…
…
B. FALSE

This appears to be an action that one takes when creating and configuration an APP.

Ed iting App Properties

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

User Perm issions Needed

To view apps: “View Setup and Configuration”

To m anage apps: “Customize Application”

You can change the properties of the standard and custom apps in your organization. For example, you can specify a custom logo for a
custom app, or you can specify w hich tabs are available in a standard or custom app. Note that you cannot change the label,
description, or logo for a standard app.

To edit the properties of an app:

1. Click Your Nam e | Setup | Create | Apps.
2. Click Edit next to the app you w ant to modify.
3. Specify a label for the app. The label can have a maximum of 40 characters, inc luding spaces. This label is the app's name in
the Force.com app menu.
4. Optionally, enter a description of the app.
5. Optionally, spec ify a custom logo for the app. Click Insert an im age to choose an image file from the document library.
6. Consider these requirements w hen choosing a custom app logo from the document library:
○ The image must be in GIF or JPEG format and less than 20 KB in size.
○ If the image is larger than 300 pixels w ide by 55 pixels high, then it w ill be scaled to fit.
○ For the best on-screen display, w e recommend you use an image w ith a transparent background.

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○ The Externally Available checkbox must be selected on the document's properties so that users can view the image.
7. Click the left and r ight arrow buttons to add or remove tabs from the app.
8. Click the up and dow n arrow buttons to define the order in w hich the tabs w ill display in the app.
9. Optionally, set the default landing tab for your new app using the Default Landing Tab drop-down menu below the
list of selected tabs. This determines the first tab a user sees when logging into this app.
10. Optionally, select the Overw rite users' personal custom app customizations checkbox to override any app personalizations
users may have made.
11. Check the Visible box to choose the user profiles for w hich the app w ill be available.
12. Check the Default box to set the app as that profile’s default app. This means that new users w ho have the profile w ill see t his
app w hen they log in for the first time. Pr ofiles w ith limits are excluded from this list.
13. Click Save.

WHICH IS THE NEW TY PE OF DASHBOARD CHA RT TO MA KE ENTRY IN SPRING’11 RELEA SE?

A. WATERFALL CHA RT
B. ORGA NIZATION CHART
C. SCATTER
D. GA UGE
E. METRIC
…
…
C. SCATTER

WHICH OF THE FOLLOWING IS USED FOR A UTOMATICALLY OPENING RECORDS BY AN A DMINISTRA TOR WHEN THEY
MEET A DA TA TRIGGER POINT?

A. MA NUAL SHA RING

B. CRITERIA BASED SHA RING RULES
C. OWD
D. NONE OF THE ABOV E
…
…
B. CRITERIA BASED SHA RING RULES

Note sure about the language of this question, in the sen se that I cannot rationalize ‘automatically opening records’. It might
more like ‘automatically sharing records’ or ‘programmatically sharing records’.

IN THE SPRING’11 SALESFORCE.COM RELEA SE, DYNA MIC DASHBOA RDS HAV E BEEN LA UNCHED FOR WHICH EDITION:

A. DEV ELOPER EDITION

B. PROFESSIONAL EDITION
C. ENTERPRISE EDITION
D. UNLIMITED EDITION
…
…
C. ENTERPRISE EDITION

5 Dynamic Dashboards for Enterprise Edition

10 Dynamic Dashboards for Unlimited Edition
3 Dynamic Dashboards for Developer Edition

Perhaps dynamic dashboards were already in place for the Unlimited and Developer editions, and then were added to the
Enterprise edition. Regardless, this question is confusing, as it seem s to indicate that dynamic dashboards were launched for
the Enterprise edition only, which is not the case.

PCGPEUD:
● Personal

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● Contact Manager
● Group
● Professional
● Enterprise
● Unlimited
● Developer

Dyn am ic Dashboards Overview

Available in: Enterprise, Unlim ited, and Developer Editions

A dashboard show s data from source reports as visual components, w hich can be charts, gauges, tables, metrics, or Visualforce
pages. They provide a snapshot of key metrics and performance indicators for your organization. Each dashboard can have up to 20
components. Administrators control access to dashboards by storing them in folders w ith certain visibility settings. Dashboard folders
can be public, hidden, or restricted to groups, roles, or territories. If you have access to a folder, you can view its dashboards. To view a
dashboard component, users need access to the folder for the underlying source report. Follow a dashboard to get updates about the
dashboard posted to your feed.

Filters aren't supported for dynamic dashboards. Follow ing components isn't supported for dynamic dashboards. You can't save
dynamic dashboards to personal folders.

Folders control access to the dashboard, but the running user deter mines access to data. The running user options are:
● Run as specified user. The dashboard runs using the security settings of that single, specific user. All users w ith access to
the dashboard see the same data, regardless of their ow n personal security settings. This approach is perfect for sharing the
big picture across a hierarchy, or motivating team members by show ing peer perfor mance w ithin a team.Unless you have
“View All Data,” you can only choose yourself.
● Run as logged-in user. A dynamic dashboard runs using the security settings of the user view ing the dashboard. Each user
sees the dashboard according to his or her ow n access level. This approach helps administrators share one common set of
dashboard components to users w ith different levels of access.

Pr eviously, to control data visibility, administrators w ould create a dashboard, then clone it for each level of data access. They'd have to
assign a different running user for each level, and store the dashboards in different folders. With dynamic dashboards, administrators
can accomplish the same thing w ithout having to create and maintain all those extra dashboards and folders. A single dynamic
dashboard can display a standard set of metr ics across all levels of your organization.
Managers w ith the “View My Team's Dashboards” or “View All Data” per mission can set an option to preview the dashboard from the
point of view of users under them in the role hierarchy.

Note: Your organization can have up to five dynamic dashboards for Enterprise Edition, 10 for Unlimited Edition, and three for
Developer Edition. You can't schedule refreshes for dynamic dashboards. They must be refreshed manually. Additional dynamic
dashboards may be available for purchase. Contact your salesforce.com representative for infor mation.

Exam ple Business Scenario

Let's say that your sales team consists of one vice president, four sales managers, and 40 sales reps—10 reps per manager. You've
been as ked to create dashboards that display the follow ing metrics, restricted by role and hierarchy:

Role Total Bookings Close Rates by Num ber of Activities by

Com petitor Meeting Type

Sales Rep

Sales Manager

VP of Sales

Sales reps should only see their ow n data; managers should only see data for the reps they manage; and the V P should see data
across the entire team. In this scenario, you'd typically have to create 45 different dashboards—one for every single person. You'd also
have to create multiple folders to manage access rights.

With dynamic dashboards, you can create just two dashboards and store them in a single folder:

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● Create a dynamic dashboard for sales reps w ith the follow ing components:
○ A gauge of total bookings
○ A table of activities by meeting type
● Create a dynamic dashboard for managers and the V P w ith the follow ing components:
○ A gauge of total bookings
○ A column chart of close rates by competitor
All users only see data that they can access. Sales reps see their ow n bookings and activities. Managers see bookings and close rates
for the reps they manage. The V P sees bookings and close rates for the w hole team. Because the metrics are the same for managers
and the V P, you can use the same dynamic dashboard for both roles. The dynamic dashboards feature reduces the number of required
dashboards from 45 to tw o!

WHICH OF THE FOLLOWING EV ENTS A RE ALLOWED WHILE WRITING A TRIGGER ON FEEDS ITEM A ND FEED COMMENT
OBJECT?

A. INSERT, UPDATE
B. INSERT, DELETE
C. INSERT, UNDELETE
D. UPDA TE, UNDELETE
E. INSERT, UPDATE, DELETE
…
…
B. INSERT, DELETE

I find no explicit information on this in the help or training materials, but, suffice to say, you know that you can either Insert
(create) or Delete a chatter post, so it would stand to reason that Update would be precluded

Managing Apex Triggers

Available in: Unlim ited, Developer, Enterprise, and Database.com Editions

User Perm issions Needed

To define, edit, delete, and show dependencies for Apex triggers: “Author Apex”

A trigger is Apex code that executes before or after specific data manipulation language ( DML) events occur, such as before object
records are inserted into the database, or after records have been deleted.

Triggers are stored as metadata in Salesforce. A list of all triggers in your organization is located at Your Nam e | Setup | Develop |
Apex Triggers. In addition to this list, triggers are associated and stored w ith specific objects. For standard objects, triggers are located
at Your Nam e |Setup | Custom ize | Standard_Object_Nam e | Triggers, and on the object detail page for custom objects at Your
Nam e | Setup | Create | Objects.

Note: The namespace prefix is added to Apex classes and triggers, Visualforcecomponents and pages, brand templates, folders, s-
controls, static resources, w eb links, and custom report types if they are included in a managed pac kage. How ever, if you don't have
customize application per missions, the namespace prefix field is not displayed for brand templates, folders, and custom report ty pes.
For more information on namespace prefixes, see Registering a Namespace Prefix.

Click New to create an Apex trigger.

Note: You can only create triggers from the associated object, not from the ApexTr iggers page.

Once you have created an Apex trigger:

● Click Edit next to the trigger name to modify its contents in a simple editor.
● Click Del next to the trigger name to delete the trigger from your organization.
● Click the percentage number in the Code Coverage column to see w hich lines in a trigger have been covered by Apex unit
tests.

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Note: You can add, edit, or delete Apex using the Salesforce user interface only in a Developer Edition organization, a Salesforce
Enterprise Edition trial organization, or sandbox organization. In a Salesforceproduction organization, you can only make changes to
Apex by using the Metadata A PI deploy call, the Force.com IDE, or theForce.com Migration Tool. The Force.com IDE and Force.com
Migration Tool are free resources provided by salesforce.com to support its users and partners, but are not considered part of our
Services for purposes of the salesforce.com Master Subscription Agreement.
● A icon indicates that an Apex trigger is in an installed managed package. You cannot edit or delete a trigger in a
managed package.
● A icon indicates that an Apex trigger in a previously released managed package w ill be deleted on the next package
upload. You can choose to undelete the Apex tr igger through the package detail page. See Deleting Components From
Managed Packages

Defining Apex Triggers

Available in: Unlim ited, Developer, Enterprise, and Database.com Editions

Standard Objects, Campaigns, Cases, and Emails are not available in Database.com .

User Perm issions Needed

To define Apex triggers: “Author Apex”

Apex triggers are stored as metadata in the application under the object w ith w hich they are associated.

Note: You can add, edit, or delete Apex using the Salesforce user interface only in a Developer Edition organization, a Salesforce
Enterprise Edition trial organization, or sandbox organization. In a Salesforceproduction organization, you can only make changes to
Apex by using the Metadata A PI deploy call, the Force.com IDE, or the Force.com Migration Tool. The Force.com IDE and Force.com
Migration Tool are free resources provided by salesforce.com to support its users and partners, but are not considered part of our
Services for purposes of the salesforce.com Master Subscription Agreement.

To define a trigger:
1. For a standard object, click Your Nam e | Setup | Custom ize, click the name of the object, then click Triggers.
○ Your Name | Setup | Cu stomize | Chatter | Triggers (FeedComment Triggers, FeedItem Triggers)
2. For a custom object, click Your Nam e | Setup | Create | Objects and click the name of the object.
3. For campaign members, click Your Nam e | Setup | Custom ize | Cam paigns | Cam paign Mem ber | Triggers.
4. For case comments, click Your Nam e | Setup | Cases | Case Comm ents | Triggers.
5. For email messages, click Your Nam e | Setup | Cases | Em ail Messages | Triggers.
6. In the Triggers related list, click New .
7. Click Version Settings to specify the version of Apex and the A PI used w ith this trigger. If your organization has installed
managed packages from the AppExchange, you can also spec ify w hich version of each managed pac kage to use w ith this
trigger. Use the default values for all versions. This associates the trigger w ith the most recent version of Apex and the A PI, as
well as each managed package. You can spec ify an older version of a managed package if you w ant to access components
or functionality that differs from the most recent package version.
8. Select the Is Active checkbox if the trigger should be compiled and enabled. Leave this checkbox deselected if you only w ant
to store the code in your organization's metadata. This checkbox is selected by default.
9. In the Body text box, enter the Apex for the trigger. A single tr igger can be up to 1 million characters in length.
10. To define a trigger, use the follow ing syntax:
trigger triggerName on ObjectName (trigger_events) {
code_block
}
11. where trigger_events can be a comma-separated list of one or more of the follow ing events:
○ before insert
○ before update
○ before delete
○ after insert
○ after update
○ after delete
○ after undelete

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12. Note: You can only use the w ebService keyw ord in a trigger w hen it is in a method defined as asynchronous; that is, w hen
the method is defined w ith the @future keyw ord. A trigger invoked by an insert, delete, or update of a recurring event or
recurring task results in a runtime error w hen the trigger is called in bulk from the Force.com API.
13. Click Save.
Note: Triggers are stored w ith an isValid flag that is set to true as long as dependent metadata has not changed since the trigger w as
last compiled. If any changes are made to object names or fields that are used in the tr igger, including superficial changes such as edits
to an object or field description, the isValid flag is set to false until the Apex compiler reprocesses the code. Recompiling occurs when
the trigger is next executed, or w hen a user re-saves the trigger in metadata.

If a lookup field references a record that is deleted, Salesforce sets the lookup field to null, and does not run any Apex triggers,
validation rules, w orkflow rules, or roll-up summary fields.

YOU CAN SHA RE THE DASHBOA RD COMPONENTS SNA PSHOT WITH EV ERY ONE IN THE COMPA NY WITH CHA TTER?

A. NO, WE CA NNOT SHA RE WITH THE COMPA NY

B. NO, WE CA NNOT SHA RE WITH PEOPLE WHO DO NOT HAV E A CCESS TO THE DASHBA ORD
C. Y ES WE CA N SHARE, BUT ONLY PEOPLE HAVING A CCESS TO DASHBOARD WILL BE ABLE TO SEE THE DATA
D. Y ES A ND EV ERY ONE WILL BE ABLE TO SEE IT REGA RDLESS OF A CCESS TO DASHBOARD
…
…
D. Y ES A ND EV ERY ONE WILL BE ABLE TO SEE IT REGA RDLESS OF A CCESS TO DASHBOARD

IT’S A PICTURE! IT’S A PICTURE!

Posting Snapshots to a Dashboard Feed

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To view dashboards: “Run Reports” AND access to dashboard folder

A snapshot is a static image of a dashboard component at a specific point in time posted to a Chatter feed. Post a component snapshot
to its dashboard feed to share information w ith everyone follow ing the dashboard. For example, post a snapshot of a regional sales
chart to let your team know that sales are dow n in the Midw est. If you don't see this option, ask your administrator to enable feed
tracking for dashboards.

To post a snapshot to the dashboard feed:

1. Hover over a component to display the menu. To clear the hover menu, c lick an empty part of the screen.
2. Click Post Snapshot to Dashboard Feed.
3. Write a comment in the text box and click OK. The snapshot and comment immediately appear in the dashboard feed.

Note: Snapshot images display in feeds for four months. After four months, only the comments remain.

INLINE EDITING IS AVAILABLE IN V ISUAL FORCE PAGES?

A. TRUE
B. FALSE
…
…
A. TRUE

Spring '11 Force.com Platfor m Release

Visualforce Inline Editing

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Build custom pages that mimic standard user interface functionality

● Improve the user experience w ith the ease of changing field values
● Increase the productivity of your users

Visualforce Inline Editing lets users quickly change field values on a record’s detail page, saving the user from having to access the
record’s edit page first. This feature improves the user exper ience and increases productivity.

There are tw o forms of inline editing support: the <apex:detail> component has been enhanced to support inline editing, and the
<apex:inlineEditingSupport> component has been added, w hich gives inline editing functionality to several container components.

Here's an example of the latter:

<apex:page standardcontroller="Account">
<apex:form>
<apex:detail subject="{ !account.Id}" relatedlist="false" inlineedit="true"></apex:detail>
</apex:form>
</apex:page>

See the blog post Spr ing ‘11: The Visualforce Inline Editing Component for a more complex example.

Ed iting Data Using Inline Editing

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

User Perm issions Needed

To enable inline editing: “Customize Application”

Inline editing allow s users to quickly change field values on a record's detail page, saving the user from hav ing to access the record's
edit page first.
To enable inline editing for your organization, see Customizing User Interface Settings.
To edit a record using inline editing:
1. Hover your mouse over the field you w ant 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 w hile your cursor is in a field's edit box to revert a change for that field.
4. Click aw ay 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. Confir med changes display in bold orange text. To revert a change,
click next to the field.
5. Pr ess Enter again or click Save to commit all confir med changes

.Im portant: Salesforce doesn't save confir med changes to field values until you commit them by pressing the Enter key a
second time or clicking Save. Navigating aw ay from the page w ithout committing changes cancels all edits made to the record.

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Tips for Saving Inline Edits

● Pr ess Enter w hile your cursor is in a field's edit box to confir m the change for that field.
● Pr ess Enter w hen 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, per missions or Visualforce pages.
● Inline editing isn't available for users w ith accessibility mode enabled.
● Inline editing isn't available for the follow ing standard checkboxes on case, lead, and account edit pages:
○ Case Assignment (Assign using active assignment rules)
○ Case Email Notification ( Send notification email to contact)
○ Lead Assignment (Assign using active assignment rule)
○ Territory Assignment ( Run territory assignment rules on save)
● 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 w hich you have read-only access, either via field-level
security or your organization's shar ing model; how ever,Salesforce doesn't let you save your changes, and displays an
insufficient privileges error message w hen you try to save the record.
● Inline editing isn't supported in the dashboard.
● The fields in the follow ing standard objects are not inline editable.
○ All fields in Documents and Pr icebooks
○ All fields in Tasks except for Subject and Comment
○ All fields in Events except for Subject, Desription, and Location
○ Full name fields of Person Accounts, Contacts, and Leads. How ever, 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 tas ks, 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 follow ing table lists the objects that have inline editing restrictions on some of their fields. You may need
special per missions to view some of these fields:

Object Fields

All Objects All fields are editable except long text area fields.

Opportunities All fields are editable, except the follow ing fields are only editable on detail pages
(not on list view s):
● Amount
● Stage
● Forecast Category
● Quantity
Leads All fields are editable, except Lead Status is only editable on detail pages (not on
list view s).

Cases All fields are editable, except Case Status is only editable on detail pages (not on
list view s).

Contracts All fields are editable, except Contract Status is only editable on detail pages (not
on list view s).

Events Only the follow ing fields are editable:

● Description
● Location
● Subject
● Type

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● Custom fields

Tasks Only the follow ing fields are editable:

● CallType
● Description
● Subject
● Type
● Custom fields
Documents No fields are editable.

Pr icebooks No fields are editable.

WITH SPRING’11 RELEA SE NOW YOU CA N HAV E PHOTOS IN DASHBOA RD COMPONENTS?

A. NO
B. Y ES BUT ONLY IN TABLES
C. Y ES IN EV ERY TY PE OF CHA RT
…
…
B. Y ES BUT ONLY IN TABLES

Randy Miller located the following supporting text for this:

Formatting Settings for Dashboard Table Components

A table component shows columns of data from a custom report in a dashboard. You can use color and scale to help users interpret the report data the
table displays.
Available in: Professional, Enterprise, Unlimited, and Developer Editions

You can use the default two-column table or create a custom table with up to four columns and totals.

The default two-column table uses the first grouping and summary field from the chart in the source report. If the report has no chart, default columns are
based on the first grouping and summary field in the report.

Customized tables allow null values in the results. Default two-column tables do not.

To use a tabular report as the source report, Rows to Display must be set for that report.

Optionally, set conditional highlighting by defining up to three value ranges and colors. Highlighting only applies to the first summary field column in the
table.
Setting Description
Sort Rows By Choose a sorting element to determine what element you want displayed first in the horizontal axis of any
horizontal chart or the vertical axis of any vertical chart. For a table, choose the sort order for the default two-
column table to be ascending or descending by row labels or values.

Maximum Values Set the maximum number of elements to include in the top-level grouping of the horizontal axis of a
Displayed horizontal chart, vertical axis of a vertical chart, or selected axis of a stacked bar chart. For a table, set the
maximum number of rows to include. For example, if you want to list only your top five salespeople, create
an opportunity report that lists total opportunity amounts by owner and enter 5 in this field.

Show Chatter Display Chatter photos for up to 20 records in a horizontal bar chart component whose source report
Photos is grouped by a user or group name field. If there are more than 20 records with photos, record
names are shown instead of photos. Set Grouping Display to None to show photos. Set
the Drill Down to option to Record Detail Page to take users directly to user profile or group
pages when they click photos. Chatter must be enabled for photos to be displayed. Depending on your
organization's setup, you may not see photos on tables and charts.

Customize Table Click this link to create a custom table. The Maximum Values Displayed field is populated with the

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Setting Description
value you entered, and the first two columns are pre-populated with the default columns. To customize a
table, the source report must be summary or matrix format and contain a chart.

Table Columns Specify up to four columns to display in the table. Available columns can be any grouping or summary field
used in the chart. Update the report's chart or groupings to make more columns available for the dashboard
table.

Sort Ascending Sort the custom table in A-to-Z or smallest-to-largest order in a column. You can't sort on second-level
groupings.

Sort Descending Sort the custom table in Z-to-A or largest-to-smallest order in a column. You can't sort on second-level
groupings.

Show Total Display the total value for the chart. For a table, include the sum total for number and currency summary
fields.

Reset Table to Go back to the default two-column table.

Defaults

Low Range Color Select a color to represent the low range, up to the first breakpoint.

Breakpoint 1 The value that separates the low and middle range colors on the dashboard.

Middle Range Select a color to represent the middle range, between the first and second breakpoints.
Color

Breakpoint 2 Breakpoint 2
High Range Color Select a color to represent the high range, beyond the second breakpoint.

WHICH OF THE FOLLOWING A RE NEW FEA TURES ON CHA TTER TAB?

A. LIKE
B. @MENTION
C. LIV E UPDA TES
D. ALL OF THE ABOV E
…
…
D. ALL OF THE ABOV E

Looking at the Spring 11 release notes, I only found Like and @M ention. I did not find ‘Live Updates’, nor did a ‘Chatter Live
Updates’ search come back with any results. Not sure if I can trust this answer, but don’t have any data that excludes L ive
Updates.

WHICH OF THE FOLLOWING IS THE NEW WORKFLOW FEA TURE OF SPRING’11 RELEA SE?

A. WORKFLOW RULES
B. FLOWS
C. FIELD UPDA TE
D. OUTBOUND MESSAGES
…
…
B. FLOWS

FIELD SETS WORKS ON BOTH STA NDARD AS WELL AS CUSTOM OBJECTS?

A. TRUE
B. FALSE
…
…

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A. TRUE

About Field Sets

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

Note: This release contains a beta version of field sets that is production-quality but has know n limitations.

A field set is a grouping of fields. For example, you could have a field set that contains fields describing a user's first name, middle
name, last name, and business title. When a field set is added to a Visualforce page, developers can loop over its fields and render
them. If the page is added to a managed package, administrators can add, remove, or reorder fields in a field set to modify the fields
presented on the Visualforce page w ithout modifying any code. The sameVisualforce page can present different sets of information,
depending on w hich fields a subscriber prefers to keep.

As an administrator, you can create or edit field sets for your organization, or edit any installed field set. Field sets are available on all
standard objects that support custom fields, and any organization that supports creating Visualforce pages.

Fields added to a field set can be in one of tw o categories:

● If a field is mar ked as Available for the Field Set, it exists in the field set, but the developer hasn’t presented it on the
packaged Visualforce page. Administrators can display the field after the field set is deployed by moving it from the Available
column to the In the Field Set column.
● If a field is mar ked as In the Field Set, the developer has rendered the field on the packagedVisualforce page by default.
Administrators can remove the field from the page after the field set is deployed by removing it from the In the Field Set
column.

When you install a field set from a pac kage, the fields in your field set may be modified from a later package upgrade. The following
table lists the impact on your field set after a package upgrade:

If a package developer... ...Then In the Package Upgrade...

Changes a field from Unavailable to Available for The modified field is placed at the end of the upgraded field
the Field Set or In the Field Set set in w hichever column it w as added to.

Adds a new field The new field is placed at the end of the upgraded field set in
whichever column it w as added to.

Changes a field from Available for the Field Set The field is removed from the upgraded field set.
or In the Field Set to Unavailable

Changes a field from In the Field Set to Available The change is not reflected in the upgraded field set.
for the Field Set (or vice versa)

Note: Mer ging has the potential to remove fields in your field set. The only w ay to prevent this is to not install the upgraded pac kage. To
retrieve data associated w ith removed fields, you w ill need to make a custom tab or implement your ow n layout that uses the field.

Creating and Editing Field Sets

Available in: Contact Manager, Group, Professional, Enterprise, Unlim ited, andDeveloper Editions

Note: This release contains a beta version of field sets that is production-quality but has know n limitations.

Salesforce has a drag-and-drop WYSIWYG tool for creating and editing field sets The enhanced field sets editor is enabled by default,
and provides all of the functionality of the or iginal editor, as w ell as additional functionality and an easier-to-use WYSIWYG interface.

To create a new field set:

1. Nav igate to the field set list of the appropriate object:
○ For standard objects, clic k Your Nam e | Setup | Custom ize, select the appropriate object from the Custom ize
menu, and click Field Sets.
○ For custom objects, click Your Nam e | Setup | Create | Objects, and select one of the custom objects in the list.
Then clic k New above the field sets related list.
2. Enter a Field Set Label. This is the name presented to subscribers w ho install the field through a managed pac kage.

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3. Enter a Field Set Nam e for your field set. This is used by your Visualforce page to reference the field set.
4. In the Where is this used? area, provide a brief description of w hich Visualforce pages use the field set, and for w hat
purpose. This infor mation helps a subscriber understand w here and how an installed field set is being used, so that they can
populate it w ith their ow n fields.
5. Click Save.
6. To add fields to the field set, drag the fields from the object palette and drop them into the Available for the Field Set or the In
the Field Set container. The fields in the Available for the Field Set container are not initially visible on the Visualforce page.
The fields w ithin the In the Field Set container are visible by default on a Visualforce page.

Note: In the field set, you can span to fields that reference multiple objects. When you span a field into a field set that
references multiple objects, the only field you can span to is the Name object.

7. To move a field betw een the lists, drag and drop a field from one container to the other. The vertical order of the In the Field
Set list indicates the order of how the fields render onVisualforce pages.
8. To remove a field from the field set, drag the element back to the object palette, or click the icon next to the element.
9. To make a field required, double c lick the element or click the w rench icon ( ) next to it and select the Required checkbox.

Not:e ―Indicates the field is required and must have a value to save the record.

10. Click Save.

Im portant: The total number of cross object spans within the In the Field Set container can't exceed 25.

After a field set is deployed in your organization, you can alw ays mark fields that are in the Available for the Field Set list as In the Field
Set, or vice versa. To do so:
1. Find the field set that you w ant to edit by going to Your Nam e | Setup | View Installed Packages, clicking on an installed
package, and then clic king on the field set you w ant to edit. Alternatively, if you know which object contains the field set you
want to edit, go to the object detail page and click Edit in the field set related list.
2. If you didn't create the field set initially, you'll only be able to edit the fields w ithin the field set. To move fields betw een
containers, drag and drop a field from one container to the other. To change the order of a rendered field, drag a field up or
dow n the list and drop the field in the order you w ant it to appear.
3. Click Save.

WHICH OF THE FOLLOWING SETTINGS DIRECTLY AFFECTS DATE FIELDS TO DISPLAY AS MM/DD/YYYY?

A. LOCALE
B. TIME ZONE
C. LANGUAGE
D. DEFA ULT CURRENCY
…
…
A. LOCALE

Supported Locales

Available in: Group, Professional, Enterprise, Unlim ited, Database.com and DeveloperEditions

User Perm issions Needed

To view company inform ation: “View Setup and Configuration”
To change company inform ation: “Customize Application”
The available personal setup options vary according to w hich Salesforce Edition you have.

The Salesforce locale settings deter mine the follow ing display for mats:
 Date and time
 Users’ names
 Addresses
 Commas and periods in numbers

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Locale names w ith a country in parentheses also set a default currency.

Understanding Language, Locale, and Currency

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To view company inform ation: “View Setup and Configuration”
To change company inform ation “Customize Application”
The available personal setup options vary according to w hich Salesforce Edition you have.

The Salesforce settings for language, locale, time zone, and currency can affect how objects (Accounts, Leads, Opportunities, etc.) are
displayed. In a single currency organization, the Salesforce administrators set the currency locale, default language, default locale, and
default time zone for their organizations and the users can set their individual language, locale, and time zone. In a multiple currency
organization, the Salesforce administrators set the corporate currency, default language, default locale, and default time zone for their
organizations and the users can set their individual currency, language, locale, and time zone.

Note: Single language organizations cannot change their language, although they can change their locale.

Setting Who can edit the setting How to edit the setting Description and effects of the
setting
Currency User in a multiple currency Go to Your Name |Setup | My User’s default currency for quotas,
organization Personal forecasts, and reports. Show n only
Inform ation |Personal in organizations using multiple
Inform ation | Editand select a currencies. This must be one of the
currency from the activated active currencies for the
currencies drop-dow n list. organization.

Corporate Currency Administrator in a multiple Go to Your The currency in w hich the

currency organization Name |Setup | Com pany organization's corporate
Profile | Manage headquarters reports
Currencies |Change revenue. Serves as the basis for all
Corporateand select a currency conversion rates. Only for
currency from the New organizations that use multiple
Corporate Currencydrop-dow n currencies.
list.
To add a currency, click New ,
select a currency from
thesupported currencydrop-
dow n list, enter a conversion
rate, enter the number of
decimal places you w ant, and
click Saveor Save & New to
add another currency.

Currency Locale Administrator in a single Go to Your The country or geographic region

currency organization Name |Setup | Com pany in w hich the organization is
Profile | Com pany located. The setting affects the
Inform ation | Editand select a format of currency amounts. For
currency from the supported single currency organizations only.
currency drop-dow n list.

Default Currency ISO Code Not editable Not editable User's default currency setting for
new records. Available only for
organizations that use multiple
currencies.

Default Language Administrator Go to Your The default language that is

Name |Setup | Com pany selected for new users in the
Profile | Com pany organization. This setting
Inform ation | Editand select a deter mines the language used for

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Setting Who can edit the setting How to edit the setting Description and effects of the
setting
language from the supported the user interface text and help.
language drop-dow n list. This setting also deter mines the
language in w hich
allcustomizations—such as custom
fields, tabs, and user interface
options—are stored. For
customizations, individual users'
language settings do not override
this setting.

Default Locale Administrator Go to Your The default country or geographic

Name |Setup | Com pany region that is selected for new
Profile | Com pany users in the organization. This
Inform ation | Editand select a setting deter mines theformat of
locale from the supported dates, times, and
locale drop-dow n list. names in Salesforce. In Contact
Manager,Group, Pr ofessional,
Note: Locale names w ith a Enterprise, Unlimited, and
country in parentheses also set Developer Edition organizations,
a default currency individual users can set their
personal locale, w hich overrides
the organization setting. In
Group Edition, this field is
called Locale.

Default Time Zone Administrator Go to Your Pr imary time zone in w hich the
Name |Setup | Com pany organization is located. A user's
Profile | Com pany individual Time Zonesetting
Inform ation | Editand select a overrides the organization's Default
time zone from thesupported Time Zone setting.
time zonedrop-dow n list. Note: Organizations in Arizona
should select “ Mountain Standard
Time,” and organizations in parts of
Indiana that do not follow Daylight
Savings Time should select
“Eastern Standard Time.”

Infor mation Currency Not editable Not editable The default currency for all
currency amount fields in the user
record. Available only for
organizations that use multiple
currencies.

Language User Go to Your Name |Setup | My The primary language for the user.
Personal All text and online help is displayed
Inform ation |Personal in this language. In Professional,
Inform ation | Editand select a Enterprise, and Unlimited Edition
language from the supported organizations, a user’s
language drop-dow n list. individual Languagesetting
overrides the organization’s Default
Language.
Not available in Personal
Edition, Contact Manager,
or GroupEdition™. The
organization’s Display
Language applies to all users.

Locale User Go to Your Name |Setup | My Country or geographic region in

Personal which user is located.
Inform ation |Personal The Locale setting affects the
Inform ation | Editand select a format of date, date/time, and
locale from the supported number fields, and the calendar.

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Setting Who can edit the setting How to edit the setting Description and effects of the
setting
locale drop-dow n list. For example, dates in the English
(United States) locale display as
Note: Locale names w ith a 06/30/2000 and as 30/06/2000 in
country in parentheses also set the English ( United Kingdom)
a default currency locale. Times in the English ( United
States) locale display using a
tw elve-hour clock w ith AM and PM
(for example, 2:00 PM) , w hereas in
the English ( United Kingdom)
locale, they display us ing a tw enty-
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, w hereas the Chinese
(China) locale displays the name
as Johnson Bob.
For Personal Edition users, the
locale is set at the organization
level viaYour
Name | Setup |Com pany
Profile |Com pany Inform ation.
For all other users, their personal
locale, available at Your
Name | Setup |My Personal
Inform ation | Personal
Inform ation, overrides the
organization setting.

Time Zone User Go to Your Name |Setup | My Pr imary time zone in w hich user
Personal works.
Inform ation |Personal Users in Arizona should select the
Inform ation | Editand select a setting w ith “Amer ica/Phoenix,” and
time zone from thesupported users in parts of Indiana that do not
time zonedrop-dow n list. follow Daylight Sav ings Time
should select the setting w ith
“America/Indianapolis.”

WHERE DO YOU GO TO CREA TE A LIST V IEW SO THA T YOU CA N SEE IT ON THE CONSOLE, UNDER THE ACCOUNTS
OBJECT?

A. CREA TE A LIST V IEW ON THE CONSOLE

B. CREA TE A LIST V IEW ON A CCOUNTS
C. CREA TE A LIST VIEW ON CONTA CTS
D. CREA TE A FIELD ON THE CONSOLE
…
…
B. CREA TE A LIST V IEW ON A CCOUNTS

The console just assembles available components. It is not the place where you create components.

WHICH OF THE FOLLOWING STATEMENTS A RE TRUE ABOUT DATA VALIDA TION?

Select all that apply.

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A. VALIDA TION RULES A PPLY TO ALL NEW A ND UPDA TED RECORDS FOR A N OBJECT.
B. VALIDA TION RULES CA N UPDATE FIELDS WHICH ARE NOT INCLUDED IN A PAGE LAYOUT.
C. VALIDATION RULES CA N REFERRENCE FIELDS WHICH A RE NOT INCLUDED IN A PA GE LAYOUT.
D. IF A N ERROR MESSAGE IS NOT SET, A DEFA ULT MESSA GE WILL BE PROMPTED INSTEA D.
E. ALL OF THE ABOV E.
F. NONE OF THE ABOV E.
…
…
A. VALIDA TION RULES A PPLY TO ALL NEW A ND UPDA TED RECORDS FOR A N OBJECT.
C. VALIDATION RULES CA N REFERRENCE FIELDS WHICH A RE NOT INCLUDED IN A PA GE LAYOUT.

Answer B: Validation rules DO NOT update fields. They check field values and return an error message for invalid data.
Answer D: You CANNOT save a validation rule unless you enter an error message.

WHICH TY PE( S) OF FILE( S) IS A CCESSIBLE THROUGH CONTENT?

A. AUDIO FILES.
B. PPT AND VIDEO FILES ONLY.
C. SALESFORCE CRM CONTENT CA N INCLUDE ALL FILE TY PES.
D. FILES ATTA CHED TO A CHA TTER PROFILE POST.
E. VIDEO FILES.
F. MICROSOFT® POWERPOINT PRESENTA TIONS.
…
…
C. SALESFORCE CRM CONTENT CA N INCLUDE ALL FILE TY PES.

WHAT IS PA RALLEL A PPROVAL ROUTING?

A. WHEN Y OU CA N MASS ASSIGN Y OUR LOCKED RECORDS TO USERS IN YOUR SA ME ROLE

B. THE ABILITY TO SEND A PPROVAL REQUESTS TO YOURSELF MULTIPLE TIMES, SO YOU CA N A PPROV E A RECORD
C. THE ABILITY TO TAKE BACK A PPROVAL REQUESTS ONCE Y OU HAV E SENT THEM
D. THE ABILITY TO SEND A PPROVAL REQUESTS TO MULTIPLE A PPROV ERS IN A SINGLE STEP
…
…
D. THE ABILITY TO SEND A PPROVAL REQUESTS TO MULTIPLE A PPROV ERS IN A SINGLE STEP
<<>>

CHA TTER DESKTOP IS NOT AVAILABLE IN WHICH SALESFORCE EDITION?

A. FREE EDITION
B. GROUP
C. PROFESSIONAL
D. DEV ELOPER
E. ENTERPRISE
F. CONTA CT MA NAGER
…
…
A. FREE EDITION

(I did not think that there was a ‘Free Edition’, because it is not in my stupid acronym below)

PCGPEUD
● Personal
● Contact Manager
● Group
● Professional
● Enterprise

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● Unlimited
● Developer

Force.com Free Edition

Force.com Free Edition is a Salesforce organization designed for developing and deploy ing oneForce.com app for up to 100 users. You
can upgrade your Free Edition account to a paid subscription if you need to deploy more custom applications to more users in the
future.

Free Edition includes most Force.com features but does not provide users w ith Salesforce CRM functionality and standard objec ts,
such as accounts, contacts, campaigns, leads, opportunities, forecasts, products, cases, and solutions. For more information about
Free Edition features, visit the Salesforce Pricing & Editions page.

The follow ing table show s the differences and similarities betw een Free Edition and Salesforce.com's other development environment,
Developer Edition:
Free Edition Developer Edition

Force.com Development Yes Yes

Force.com Deploy ment Yes No

Upgradeable Yes No

CRM No Yes

Self-Service No Yes

Mobile Platform No Yes

Customer Portal No Yes

Partner Portal No Yes

Developer preview features No Yes

Multi-language support No Yes

Salesforce.com does not provide technical support for Free Edition. You can solicit help from the developer community message
boards available to registered users via the Force.comdeveloper w ebsite—developer.force.com.

THE ACCOUNT OWNER, OPPORTUNITY OWNERS, A ND CASE OWNERS MAY OR MAY NOT BE THE SAME USER.

A. TRUE
B. FALSE
…
…
A. TRUE

WHICH FILE TY PES CA N YOU USE WHEN EXPORTING REPORTS?

Select all that apply.

A. YOU CA N NOT EXPORT A REPORT. YOU CAN ONLY EMA IL IT.
B. COMMA DELIMITED (.CSV)
C. EXCEL (.XLS)
D. PDF
…
…
B. COMMA DELIMITED (.CSV)
C. EXCEL (.XLS)

NOT PDF! NOT PDF!

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A STA NDARD PROFILE THAT HA S STA NDARD USER PERMISSIONS A ND CA N MA NAGE PUBLISHED SOLUTIONS A ND
SOLUTION CATEGORIES

A. MA RKETING PROFILE
B. CONTRACT MA NA GER
C. SYSTEM ADMINISTRA TOR
D. MA RKETING USER
E. SOLUTION MA NA GER
…
…
E. SOLUTION MA NA GER

THE REPORT BUILDER IS DIFFERENT FROM THE REPORT WIZA RD.

A. TRUE
B. FALSE
…
…
A. TRUE

The Report Wizard

● Used to customize existing reports, or create new custom reports
● Number of w izard steps depends on report format selected
Report Builder
● Used to customize existing reports, or create new custom reports
● All changes made through a single drag-and-drop interface, w ith a realtime prev iew
Report Builder Overview

Available in: All Editions except Database.com

Report builder is a v isual editor for reports. The report builder interface consists of three panes: Fields, Filters, and Preview . To optimize
screen real estate, report builder uses a compressed page header. To v iew your application tabs, simply close the builder or clic k the
Salesforce logo.

Fields Pane
The Fields pane lists all accessible fields in the selected report type, organized by folder. Find the fields you w ant using the Quic k
Find search box and field type filters, then drag them into the Pr eview pane to add them to the report.
Create, view , edit, and delete your custom summary formulas in the Fields pane as w ell.

Filters Pane
Set the view , time frame, and custom filters to limit the data show n in the report.

Preview Pane
The dynamic preview makes it easy for you to customize your report. Add, reorder, and remove columns, summary fields, for mulas,
and groupings. Change the report for mat and display options, or add a chart.
The preview shows only a limited number of records. Run the report to see all your results.

Creating a Custom Report

Available in: All Editions except Database.com

User Perm issions Needed

To create, edit, and delete reports: “Create and Customize Reports”

Note: This topic only applies if you're not using report builder. Report builder is a visual editor for reports.
To create a new custom report using the custom report w izard:
1. From the Reports tab, choose the Create New Custom Report button.

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2. Select the type of data for the report, and clic k Next.
3. To create reports on custom objects, choose the Other Reports report type category unless the custom object has a
relationship w ith a standard object. When the custom object has a master-detail relationship w ith a standard object, or is a
lookup object on a standard object, select the standard object for the report type category instead.
4. Choose the report for mat.
5. Follow the steps of the w izard using the Next button. For each report, customize the follow ing:
○ Specify Row and Colum n Headers: On the Select Grouping page for summary and matrix reports, choose the
fields by w hich you w ant to group and subtotal the data. In a summary report, choos ing more than one sort field
allows you to subsort your data. For matrix reports, select summary fields for the row labels and column headings.
When grouping by a date field, you can further group the data by a specific time per iod such as days, w eeks, or
months.
○ Note: On the Select Grouping page, if you set Group Dates By to "Calendar Month in Year" or "Calendar Day in
Month," you w on't be able to drill dow n to those date groupings in reports or dashboards. Users are taken to the
unfiltered report instead.
○ Summ arize Data: On the Select Columns to Total page, choose the types of summary information to display for
numeric fields.
○ Build Custom Summ ary Form ulas: On the Select Columns to Total page for summary and matrix reports, create
custom summary formulas to calculate additional totals based on existing report summar ies. A formula is an
algor ithm that derives its value from other fields, expressions, or values. See Building Custom Summary For mulas.
○ Choose Fields: On the Select Columns page, choose the fields to display in the report. You can display only those
fields that are visible in your page layout and field-level security settings. If you choose theDescription field or any
other long text field, only the first 255 characters are displayed.
○ Order Colum ns: On the Order Columns page, select the order for displaying the chosen fields.
○ Lim it Report Results: On the Select Cr iteria page, choose the appropriate settings from the drop-dow n lists, then
use the filter options to limit the report to records w ith specific data.
○ Tip: To use a tabular report on a dashboard, first limit the row count, by setting the Rows to Display option, the sort
column, and the order on the Select Cr iteria page of the report. You can't use gauge or metric components on
dashboards using tabular reports.
○ Chart Settings: On the Select the Chart Type and Report Highlights step of the report w izard, set chart properties to
display your report data in a chart. Charts are available only for summary and matr ix reports.
6. Click Run Report to view the report, or click Export Details to save the report as an Excel file or other format. See Working
w ith Reports for more w ays you can customize your report.

Note: For security purposes, Salesforce may require users to pass a user verification test to export data from their
organization. This simple, text-entry test helps prevent malicious programs from accessing your organization's data.

7. To pass the test, users must type the tw o w ords displayed on the overlay into the overlay's text box field, and click the
Subm it button. Note that the w ords entered into the text box field must be separated by a space.
8. Salesforce uses CAPTCHA technology provided by reCaptcha to ver ify that a person, as opposed to an automated
program, has correctly entered the text into the overlay. CA PTCHA is an acrony m that stands for “Completely Automated
Public Turing Test To Tell Computers and Humans Apart”.

Tip: Customizing your reports can require running them a few times as you adjust the report criteria and options. We recommend using
a filter that gives you a s maller sampling of data until you are finished customizing the report and ready to save.

SALESFORCE.COM A RCHIV ES OLDER ACTIV ITIES A CCORDING TO WHICH OF THE FOLLOWING CONDITIONS:

Select all that apply

A. CLOSED EV ENTS 180 DAYS OLD
B. EV ENTS WITH A DUE DA TE GREA TER THA N 365 DAYS OLD
C. OPEN TASKS WITH A DUE DATE GREA TER THA N 365 DAYS OLD
D. CLOSED TASKS WITH A DUE DA TE GREA TER THAN 365 DAYS OLD
E. CLOSED TASKS WITHOUT A DUE DA TE THA T WERE CREA TED MORE THA N 365 DAYS AGO
…
…
B. EV ENTS WITH A DUE DA TE GREA TER THA N 365 DAYS OLD
D. CLOSED TASKS WITH A DUE DA TE GREA TER THAN 365 DAYS OLD
E. CLOSED TASKS WITHOUT A DUE DA TE THA T WERE CREA TED MORE THA N 365 DAYS AGO

[365 Days + Clo sed (or Event)]

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About Archived Activities

Available in: All Editions except Database.com

Salesforce archives activities according to these conditions.

● Events w ith a due date greater than 365 days old
● Closed tasks w ith a due date greater than 365 days old
● Closed tasks w ithout a due date and created more than 365 days ago
Additional considerations for activity archiving:
● Archiving occurs w eekly at approx imately 5:00 A M Greenw ich Mean Time ( GMT) on Saturday.
● Archived activities can be view ed 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. How ever, you can report on open or completed tasks.

IF ( ISPICKVAL ( PICKLIST_FIELD)) HAS THE SA ME OUTPUT AS:

A. VAL(PICKLIST_FIELD)
B. CASE( PICKLIST_FIELD)
C. CA SE("PICKLIST_FIELD")
D. PICKLIST_FIELD(VALUE)
…
…
B. CASE( PICKLIST_FIELD)

AT THIS CLICK PATH SETUP > A PP SETUP > CUSTOMIZ E > TAB NA MES A ND LABELS > RENA ME TA BS A ND LABELS YOU
CA N RENA ME THE TAB NA MES OF STA NDARD OBJECTS.

A. TRUE
B. FALSE
…
…
A. TRUE

IS IDENTITY CONFIRMA TION NECESSA RY IF A USER'S IP A DDRESS IS KNOWN AND BROWSER COOKIE EXISTS?

A. YES
B. NO
…
…
B. NO

ARE CUSTOM OBJECT REPORTS A CCESSIBLE WHEN Y OU A DD A CUSTOM OBJECT TAB?

A. YES
B. NO
C. ONLY IF THE OBJECT IS NOT RELATED TO ANY OTHER OBJECT
…
…
B. NO

Managing Custom Objects

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Available in: Contact Manager, Group, Professional, Enterprise, Unlim ited, Developer, and
Datab ase.com Editions. Managed Pac kages are not available in Database.com .

User Perm issions Needed

To create and edit custom objects: “Customize Application”

After creating your custom objects, you can customize, edit, and delete them. Click Your Nam e | Setup | Create |Objects to display
the Custom Objects list page, w hich show s the list of custom objects defined for your organization. From the Custom Objects list page,
you can:
● Click New Custom Object to define a custom object.
● Click the object name to display detailed information about the custom object and customize it further.
● Optional features you can cu stomize include enabling reports, tracking activities, trac king field history, and making the
object available for the Salesforce Customer Portal.
● To update the custom object definition, click Edit and update the des ired fields in the w izard.

Note: The Allow Reports and Allow Activities fields are not locked in Managed - Released and can be changed by the
developer in future releases of a managed pac kage

● To delete a custom object, click Del.

Note: 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 appropr iate number of its child records.

● To view deleted custom objects, click the Deleted Objects link. The total number of deleted custom objects for your
organization is listed in parenthesis.

When view ing the detail page of a custom object, the low er portion page provides infor mation about various character istics of the
custom object: standard fields, custom fields, field history tracking, relationships, custom links, search layouts, and page layouts.

You can:
● Click on individual items to display additional detail.
● Click m ore 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 inter active overlay allows you to quic kly 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.

WHAT IS NOT FOUND ON A COMPA NY PROFILE?

A. LANGUA GE, LOCALE, A ND TIME Z ONE

B. PROFILES
C. LICENSES
D. STORAGE AND USED SPA CE
E. MA NAGE CURRENCIES
F. FISCAL Y EARS
…
…
B. PROFILES

Company's Core Data:

(Here is a little story you can use to memorize what is in the Company Profile)

I went to a different TIM EZONE to see a new LOCALE, but I didn't speak the LANGUAGE or have any CURRENCY, so I walked
to the ADRESS of my PRIM ARY CONTACT to ask if he had any STORAGE he could LICENSE to me, but he said "nope, just
USED SPACE, come back next FISCAL YEAR".

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CUSTOM REPORT TY PES ( CRT) ALLOWS YOU TO BUILD A FRA MEWORK FROM WHICH USERS CAN CREA TE A ND
CUSTOMIZ E REPORTS IN THE REPORT WIZARD BUT NOT IN REPORT BUILDER.

A. TRUE
B. FALSE
…
…
B. FALSE

The Report Wizard

● Used to customize existing reports, or create new custom reports
● Number of w izard steps depends on report format selected
Report Builder
● Used to customize existing reports, or create new custom reports
● All changes made through a single drag-and-drop interface, w ith a realtime prev iew

A PROFILE IS A COLLECTION OF SETTINGS A ND PERMISSIONS THA T DETERMINE WHA T THE USER CAN DO WITH
RECORDS THEY HAVE A CCESS TO A ND HOW THEY V IEW THOSE RECORDS.

A. TRUE
B. FALSE
…
…
A. TRUE

This question relies on quite a fine distinction in the wording of the question. Note that the question does NOT state that
Profiles determine what records a user has access to. Rather, it states that Profiles control what a user can do with the
records that they have access to, which is correct. So, for instance, if a user has access to a particular record via the role
hierarchy – i.e. a record owned by another user asso ciated to a role that is a direct descendent of the role that our particular
user is a ssociated with – then the user will only be able to perform the actions that their profile stipulates for the associated
object – i.e. view, edit, delete, transfer. This is con si stent with the wording of the question.

WHEN A RE DATA VALIDA TION RULES ENFORCED?

A. UPON OPENING THE RECORD

B. UPON CLOSING THE RECORD
C. UPON EDITING A FIELD
D. UPON SAVING A RECORD
…
…
D. UPON SAVING A RECORD

About Validation Rules

Available in: Contact Manager, Group, Professional, Enterprise, Unlim ited, Developer, and Datab ase.com Editions

Improve the quality of your data using validation rules. Validation rules verify that the data a user enters in a record meets the standards
you specify before the user can save the record. A validation rule can contain a formula or expression that evaluates the data in one
or more fields and returns a value of “True” or “ False.” Validation rules also include an error message to display to the user w hen the
rule returns a value of “True” due to an invalid value.

After you have defined validation rules:

1. The user chooses to create a new record or edit an existing record.
2. The user clicks Save.
3. Salesforce executes all validation rules.
 If all data is valid, Salesforce saves the record.
 If any data is invalid, Salesforce displays the associated error message w ithout saving the record.
The user makes the necessary changes and clicks Save again.

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You can specify the error message to display w hen a record fails validation and w here to display it. For example, your error mes sage
can be “ The close date must occur after today's date.” You can choose to display it near a field or at the top of the page. Like all
other Salesforce error messages, validation rule errors display in red text and are preceded by the w ord “Error.”

Im portant: Validation rules apply to all new and updated records for an object, even if the fields referenced in the validation rule are not
included in a page layout or an A PIcall. If your organization has multiple page layouts for the object on w hich you create a validation
rule, verify that the validation rule functions as intended on each layout. If your organization has any integrations that use this object,
verify that the validation rule functions as intended for each integration.

SYSTEM A DMINISTRA TORS HAV E THIS PERMISSION BY DEFA ULT.

A. NONE OF THESE
B. REPORT WIZA RD
C. REPORT BUILDER
D. BOTH REPORT WIZA RD A ND REPORT BUILDER
…
…
C. REPORT BUILDER

Randy Miller found supporting text for this:

Follow this link: https://help.salesforce.com/apex/HTViewHelpDoc?id=admin_userperms.htm&language=en

Search for Report Wizard: You should not find results.
Search for Report Builder: You should find this result:

THE SALESFORCE CONSOLE IS A N EXA MPLE OF WHAT?

A. API
B. THIRD PA RTY WEB INTEGRA TION/A PPLICA TION
C. UI
D. JAVA SCRIPT
…
…
C. UI

WHAT IS THE CLICK PA TH TO ENABLE ENHA NCE PROFILE MA NAGEMENT?

A. (YOUR NA ME) | SETUP | CUSTOMIZ E | USER INTERFA CE

B. (YOUR NA ME) | SETUP | MA NAGE USERS | PROFILES
C. (YOUR NA ME) | SETUP | PROFILES | CUSTOMIZ E
…
…
A. (YOUR NA ME) | SETUP | CUSTOMIZ E | USER INTERFA CE

Confirmed in UI

CUSTOM FORMULA FIELDS CAN REFERENCE OTHER CUSTOM FORMULA FIELDS INCLUDING THEMSELV ES.

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A. TRUE
B. FALSE
…
…
B. FALSE

This would be akin to a circular reference, which is a bad idea.

YOU MUST RUN THE REPORT BEFORE YOU CAN PRINT OR EXPORT IT BECA USE THE PRINTABLE V IEW AND EXPORT
DETA ILS BUTTONS A RE NOT AVAILABLE IN THE REPORT BUILDER.

A. TRUE
B. FALSE
…
…
A. TRUE

WHICH SALESFORCE EDITIONS PROV IDE OPTION FOR CUSTOMIZ ING PROFILES?

Select all that apply

A. ALL EDITIONS
B. UNLIMITED, DEV ELOPER A ND ENTERPRISE EDITIONS
C. PROFESSIONAL, UNLIMITED, A ND DEV ELOPER EDITIONS
D. ENTERPRISE, UNLIMITED, A ND DEV ELOPER EDITIONS
E. ALL EXCEPT GROUP EDITION
F. ALL EXCEPT PROFESSIONAL EDITION
…
…
B. UNLIMITED, DEV ELOPER A ND ENTERPRISE EDITIONS
D. ENTERPRISE, UNLIMITED, A ND DEV ELOPER EDITIONS

Answer s B and D are the same, just in different orders ;-)

PCGPEUD
● Personal
● Contact Manager
● Group
● Professional
● Enterprise
● Unlimited
● Developer

HOW MA NY PROFILES CA N LOA D IN A SINGLE LIST V IEW WITH ENHA NCED PROFILE MA NAGEMENT ENA BLED?

A. 300
B. 500
C. 200
D. 1000
…
…
C. 200

Note that the following supporting text does not provide direct evidence, but it is the best I could find.

Ed iting Profiles Using Profile Lists

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Available in: Enterprise, Unlim ited, Developer, and Database.com Editions

User Perm issions Needed

To edit m ultiple profiles from the list view : “Manage Users”
AND
“Customize Application”
AND
“Mass Edits from Lists”
If the Enable Enhanced Pr ofile List View s user interface setting is enabled for your organization, you can change per missions in up to
200 profiles directly from the list view , w ithout accessing individual profile pages. Editable fields display a pencil icon ( ) w hen you
hover over the field, w hile non-editable fields display a loc k icon ( ). In some cases, such as in standard profiles, the pencil icon
appears but the setting is not actually editable.

Warning: Use care w hen editing profiles w ith this method. Because profiles affect a user's fundamental access, making mass changes
may have a w idespread effect on users in your organization.

To change per missions in one or more profiles:

1. Select or create a list view that includes the profiles and per missions you w ant to edit.
2. To edit multiple profiles, select the chec kbox next to each profile you w ant to edit. If you select profiles on multiple
pages, Salesforce remembers w hich profiles are selected.
3. Double-click the per mission you w ant to edit. For multiple profiles, double-clic k the per mission in any of the selected profiles.
4. In the dialog box that appears, enable or disable the per mission. In some cases, changing a per mission may also change
other per missions. For example, if “ Manage Cases” and “Transfer Cases” are enabled in a profile and you disable “Transfer
Cases,” then “ Manage Cases” is also disabled. In this case, the dialog box lists the affected per missions.
5. To change multiple profiles, select All n selected records (where n is the number of profiles you selected).
6. Click Save.

Note:
 For standard profiles, inline editing is available only for the “Single Sign- On” and “Affected By Divisions” per missions.
 If you edit multiple profiles, only those profiles that support the per mission you are changing w ill change. For example, if you
use inline editing to add “ Modify All Data” to multiple profiles, but because of its user license the profile doesn't have “ Modify
All Data,” the profile w on't change.

If any errors occur, an error message appears, listing each profile in error and a description of the error. Click the profile name to open
the profile detail page. The profiles you've clicked appear in the error w indow 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 brow ser allows pop-up
w indows, click Your Name | Setup | My Personal Inform ation | Rem inders, and then click Preview Rem inder Alert.
Any changes you make are recorded in the setup audit trail.

WHAT IS THE MAXIMUM NUMBER OF CONDITIONAL HIGHLIGHTING PER REPORT?

A. 1
B. 3
C. 5
D. 10
E. 20
…
…
B. 3

Conditional highlighting is an analytic enhancement. This feature allow s you to customize your reports by show ing visual highlights for
analysis. This feature is accessible in the reporting w izard. To use this feature do the follow ing:

1. Select the field that you w ant to analyze in your report.

2. Define the "Low Color".
3. Define low er threshold and "Mid Color".
4. Define upper threshold and "High Color".
5. View report.

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This feature w orks for any quantified field (number, percent, etc.), and is also available in Dashboards.

Limitations/Considerations:

1. Only 3 conditions maximum per report.

2. Conditional Highlighting only applies to summary row s.
3. Available for numerical analysis only.
4. First condition is <; second condition <; third condition >=

USER A MODIFIES A RECORD. THIS MODIFICA TION TRIGGERS A WORKFLOW RULE FOR IMMEDIA TE EXECUTION THAT
INCLUDES A FIELD UPDA TE ON THE CURRENT RECORD. A FTER THE EXECUTION IS COMPLETE, WHA T USER WILL BE
LISTED UNDER THE LAST MODIFIED FIELD OF THIS RECORD?

A. USER A
B. THE DESIGNA TED WORKFLOW USER
C. THE DEFA ULT WORKFLOW USER
D. THE LAST USER TO MODIFY THE RECORD PRIOR TO USER A
…
…
A. USER A

I created a workflow with an immediate action to update a field, logged in as Phil Smith, changed an Account owned by David
Hudson, and confirmed that Phil Smith is, in fact, listed as the own er of the change in the Account Field history.

I then changed the immediate action to a time-dependent action, set Kathy Cooper as the default workflow user, logged in as
Phil Smith, changed an Account owned by David Hudson, and confirmed that Phil Smith is still listed as the owner of the
change in the Account Field history. (Note that there some indication in the online help that the default workflow user would
be listed as the change owner, but this is not the case, ba sed on my experimentation).

Who is displayed as editing a record when it is done by Workflow?

Know ledge Article Num ber: 000003696

Description
When w orkflow actions are performed, w hich user w ill they show as being performed by?\

Resolution
When a Record is edited by a Workflow Rule Field Update the User recorded in the Activity History and Last Modified By Field of the
Record is the User w ho Triggered the Workflow as long as they are still an Active User.

In the event of a Workflow Rule Time Tr igger updating the Record after the tr igger ing User has become inactive, the record w ill display
the Default Wor kflow User as the User w ho edited the record.

HOW DOES LOCALE SETTINGS AFFECT Y OUR EXPORTED CSV FILE?

A. IT DOESN'T AFFECT A NYTHING.

B. IT DETERMINES THE DELIMITER.
C. IT DET ERMINES THE ENCODING.
D. IT DET ERMINES THE ENCRY PTION.
…
…
B. IT DETERMINES THE DELIMITER.

LOCALE DELIM ETER! LOCALE DELIM TER!

Locale Settings for Exporting Report Data

Some tips on using the comma-delimited format and working with Excel when you export report data.

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Available in: All editions except Database.com

Exporting in Comm a Separated Value Form at

When exporting reports in the comma-separated values (.csv) format, the locale settings on your user detail page determine the field separator
(delimiter) included in the exported file. For example, if your locale setting is English (United States), the decimal separator is a period (“.”), If your locale
setting is French (France), the decimal separator is a comma (“,”). You can override the default separator for your locale by choosing Comma Delimited
(non-locale) .csv from the Export File Format drop-down list.

Note that Excel does not display the field separator in .csv format. If you want to export reports to Excel in .csv format, we recommend that your locale
setting in Salesforce match your Regional Options setting in Windows.

WHAT A RE TWO SOURCES FROM WHICH CASES CA N BE CREA TED?

A. WEB- TO-LEA D
B. WEB- TO-WEB
C. EMA IL- TO-CASE
D. CONNECT FOR OUTLOOK
…
…
C. EMA IL- TO-CASE
D. CONNECT FOR OUTLOOK

WHICH REPORT FORMA T SUMMA RIZ ES DATA IN A GRID A GAINST HORIZ ONTAL AND V ERTICAL CRITERIA A ND PROV IDES
TOTALS FOR BOTH ROWS A ND COLUMNS?

A. SUMMA RY
B. MA TRIX
C. TABULAR
…
…
B. MA TRIX

EV ERY PROFILE, INCLUDING PROFILES ASSOCIATED WITH CUSTOMER PORTAL USERS MUST HAV E A T LEAST ONE
VISIBLE A PP.

A. TRUE
B. FALSE
…
…
A. TRUE

For standard and custom profiles, this an swer was validated via experimentation. Here are the key data points:
1) For most apps, you can remove visibility from all profiles, except for the:
a) Sales app, which is set to visible for all profiles except the Standard Platform User / Light User profiles
b) Platform app, which is set to visible for the Standard Platform User / Light User profiles
Ergo, between these two, every standard and custom profile will have a visible app.
2) In the “Assigned App s” configuration screen for Standard or Custom profiles, the Default App is a radio button, which
cannot be unselected outright, so one of the apps will be selected as the default, and whichever apps is selected as the
default will have the “Visible” checkbox locked to checked, with no way to uncheck it.

I do not believe that the reference to Customer Portal profiles changes this assessment, but I would venture a guess that it
does not change this assessment. Note to reader: If you are able to gather any intel to clarify this, please let me know.

Note that during experimentation, I also confirmed that all apps have to have at least one tab, and every app also need s to
have a default landing tab, which would be one and the same for an app with only one tab ;-)

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WHICH STATEMENTS A RE TRUE ABOUT CLOUD SCHEDULER?

Select all that apply

A. IT IS AVAILABLE IN GROUP, PROFESSIONAL, ENTERPRISE, UNLIMITED, A ND DEV ELOPER EDITIONS ONLY.
B. CLOUD SCHEDULER IS NOW ENA BLED BY DEFA ULT FOR ALL ORGA NIZATIONS.
C. Y OU CA N AUTOMA TICALLY SEE THE NEW MEETING REQUEST BUTTON ON ALL ELIGIBLE CONTACT, LEA D, A ND PERSON
ACCOUNT DETA IL PA GES.
D. MEETING ORGA NIZ ERS CA N NOT USE CLOUD SCHEDULER TO REQUEST MEETINGS WITH CUSTOMERS, A ND HAVE
CUSTOMERS SELECT PREFERRED TIMES BEFORE CONFIRMING THE MEETING.
E. ADMINISTRA TORS CAN A DD OR REMOV E THE NEW MEETING REQUEST BUTTON ON MULTIPLE PAGE LAYOUTS USING
THE NEW CLOUD SCHEDULER QUICK SETUP METHOD.
…
…
B. CLOUD SCHEDULER IS NOW ENA BLED BY DEFA ULT FOR ALL ORGA NIZATIONS. Provided they have the correct license
C. Y OU CA N AUTOMA TICALLY SEE THE NEW MEETING REQUEST BUTTON ON ALL ELIGIBLE CONTACT, LEA D, A ND PERSON
ACCOUNT DETA IL PA GES.
E. ADMINISTRA TORS CAN A DD OR REMOV E THE NEW MEETING REQUEST BUTTON ON MULTIPLE PAGE LAYOUTS USING
THE NEW CLOUD SCHEDULER QUICK SETUP METHOD.

Setting Up Cloud Scheduler

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

User Perm issions Needed

To customize page layouts and activ ity settings:

“Customize Application”

The New Meeting Request button is enabled by default on page layouts, which lets your users use Cloud Scheduler to request meetings with
customers. If enabled, the button displays on the Open Activities related list on the detail pages of contacts, leads, and person accounts.

Use the following methods alone or in combination to control whether the New Meeting Request button displays on detail page layouts. Note that the
button is also available in the Calendar section on the Home tab when the Requested Meetings subtab is enabled, and isn't affected by these add or
remove actions.

Cloud Scheduler Quick Setup

To add or remove the New Meeting Request button on multiple page layouts:
1. From Setup, click Customize | Activities | Cloud Scheduler.
2. If you're adding the button and the new user interface theme isn't already enabled, you must enable it from Setup, in Customize| User
Interface.
3. Click Add Button to add the New Meeting Request button to the Open Activities related list on all eligible page layouts. Eligible layouts have
fewer than four buttons in the Open Activities related list (to prevent unintended crowding). Click Remove Button to remove the button from all
current page layouts.

Note
If you want finer control over whether the button displays on individual page layouts, consider using the manual setup method instead of or in
combination with the quick method.

Cloud Scheduler Manual Setup

To add or remove the New Meeting Request button on individual page layouts:
1. If you're adding the button and the new user interface theme isn't already enabled, you must enable it from Setup, in Customize| User
Interface. See Customizing User Interface Settings.
Users can't request meetings with customers if the new user interface theme is disabled.
2. Add or remove the New Meeting Request button to the Open Activities related list on the page layouts you want.
 Contacts
 Leads
 Person Accounts (if enabled)

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For users to request a meeting with a person account, you also need to add the Email field to the page layout, which is located in
Setup at Customize | Accounts | Person Accounts | Page Layouts.
Note
If you have multiple page layouts and want to affect all or most of them, consider using the quick setup methodinstead of or in combination with the
manual method.

Cloud Scheduler Optional Settings

You can optionally enable these settings to make Cloud Scheduler even more useful to your users.
 Ask your users to install Salesforce for Outlook.
We recommend users sync their calendar events between Salesforce and Outlook so they can propose meeting times based on their availability
displayed in their Salesforce calendar.
 Add your company logo to the meeting requests sent to invitees. See Customizing Activity Settings.
 Show requested meetings in the Calendar section on the Home tab.
See Customizing Activity Settings. The Requested Meetings subtab displays by default. If you remove the New Meeting Request button from
all page layouts, we recommend you also remove the Requested Meetings subtab because your users won't be able to request meetings.
 Enable your Partner users to request meetings using Cloud Scheduler. To enable this, the customPartner User profile must have the correct
user permission requirements, and be active and assigned to your Partner users.

User Perm ission Requirements

Users must have the “Send Email” and “Edit Events” permissions to request meetings. These permissions are automatically selected in most standard
profiles.
If users don't have the required permissions, they:

 Won't see the New Meeting Request button on the Open Activities related list.
 Can't edit, reschedule, or cancel requested meetings.

Field-Level Security Requirem ents

In most cases, you don't need to change field-level security settings to allow users to request meetings. However, if your organization has changed the
default field-level security settings for certain profiles, refer to the following table to make sure those changes don't prevent users from requesting
meetings.

Note
In permission sets and the enhanced profile user interface, the setting labels differ from those in the original profile user interface and in field-level
security pages for customizing fields.
Required Field-Lev el Security Settings

Permission Sets Original Profile User

Object Field and Enhanced Interface and Description
Profile User Customize Field
Interface Pages

Event Name Read and Edit Visible (with If this field isn't readable, the New Meeting
Read-Only not Request button doesn't display on the Open
selected) Activities related list, and an “insufficient
privileges” message displays when trying to
change (confirm or reschedule) or view a
requested meeting.

If this field is readable but not editable, theNew

Meeting Request button doesn't display on the Open
Activities related list, and requested meetings open as
read -only (preventing users from con firming or
resch eduling the meeting).
Description Read Visible By default, when a requested meeting is
confirmed, the last message sent from the
meeting organizer displays in the
Description field for the new event.

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Required Field-Lev el Security Settings

Permission Sets Original Profile User

Object Field and Enhanced Interface and Description
Profile User Customize Field
Interface Pages

However, if field-lev el security fo r the

Description field isn't readable, then the last
message doesn't display in the
Description field even if field-lev el security is
later set to readable.

About Cloud Scheduler

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

User Perm issions Needed

To request a meeting: “Edit Ev ents”

AND
“Send Email”

Note: Cloud Scheduler isn't supported in Microsoft® Internet Ex plorer version 6.0.

When you use Cloud Scheduler to request a meeting w ith 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 w hen you confirm the
meeting.

The follow ing sections provide an overview of how to request a meeting using Cloud Scheduler.

Step 1: You Request a Meeting and Propose Meeting Tim es

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 w ant to request a meeting w ith. Click New Meeting Request to open the Meeting Request page.

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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.

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 w ork for them and send you a reply.

Step 3: You Confirm the Meeting

Salesforce keeps track of all the responses so you can see w hen each invitee is available. You then select the best time to meet and
confirm the meeting.

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CLIENTS DO NOT HAVE TO ENA BLE CUSTOMIZABLE FORECA STING BEFORE THEY CA N ASK SALESFORCE.COM TO
ACTIVATE TERRITORY MA NA GEMENT.

A. TRUE
B. FALSE
…
…
B. FALSE

There was a previous question that spoke to this: Cu stomizable Forecasting is a prerequisite in order to enable territory
management? An swer = TRUE!

WHAT HA PPENS WHEN YOU CONV ERT A LEA D A ND A N EXISTING ACCOUNT A ND CONTA CT HAVE THE SA ME NA ME AS THE
ONE SPECIFIED ON THE LEA D?

A. THE A CCOUNT A ND CONTA CT WILL A UTOMA TICALLY BE OV ERWRITTEN.

B. A NEW ACCOUNT AND CONTA CT WILL BE CREA TED WITH DIFFERENT SALESFORCE ID.
C. Y OU CA N CHOOSE TO UPDA TE THE EXISTING A CCOUNT A ND CONTA CT.
D. THE RECORDS WILL AUTOMA TTICALLY UPDA TE.
E. THE CONV ERSION WILL FA IL.
…
…
C. Y OU CA N CHOOSE TO UPDA TE THE EXISTING A CCOUNT A ND CONTA CT.

YOU CANNOT USE THE BROWSER'S PRINT FUNCTION TO PRINT REPORTS.

A. TRUE
B. FALSE
…
…
B. FALSE

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THIS HELPS YOU MA NA GE THE COMPLETE LIFECY CLE OF CUSTOMER SERV ICE, FROM LOGGING CASES TO SUGGESTING
AND DELIV ERING SOLUTIONS A CROSS MULTIPLE CHA NNELS, INCLUDING WEB SELF- SERV ICE AND LIV E AGENT SUPPORT

A. IDEA S
B. COMMUNITY
C. SALES CLOUD
D. SALES CLOUD2
E. SERV ICE CLOUD
F. NONE OF THE ABOV E
…
…
E. SERV ICE CLOUD

HOW MA NY WORKFLOW RULES CAN Y OU CREA TE PER ENTITY?

A. 5
B. 10
C. 15
D. 20
E. 25
F. 50
G. THERE IS NO LIMIT
H. Y OU CA NNOT CREA TE A WORKFLOW RULE ON AN ENTITY
…
…
F. 50

Note that the original question/answer from the source quiz had E. 25 as the correct answer, but if you refer to the ‘Rules
Limits’ table below, you will see that Active Rules is 50 per object, assuming that is what is meant by ‘Entity’. (Another point
of confusion here is that you can have up to 300 Rules per object, but only 50 Active Rules per object).

Notes on Using Workflow Rules

Available in: Enterprise, Unlim ited, Developer, and Database.com Editions

Standard Objects are not available in Database.com

User Perm issions Needed

To view w orkflow rules: “View Setup and Configuration”

To create or change w orkflow rules: “Customize Application”

Consider the follow ing w hen configuring w orkflow rules:

● Each w orkflow rule applies to a single object, such as leads, accounts, or opportunities. For the maximum number of w orkflow
rules allow ed on an object, see Salesforce Editions and Limits.

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● For standard objects, w orkflow rules can only perform field updates on the object related to the rule. The exceptions are that
both Case Comments and Email Messages can perform cross-object field updates on Cases. For all custom objects, how ever,
you can create w orkflow actions w here a change to a detail record updates a field on the related master record. Cross-object
field updates only w ork for custom-to-custom master-detail relationships. For example, in a custom recruiting application,
create a w orkflow rule that sets the status of an application (the master object) to “Closed” w hen a candidate (the detail object)
accepts the job. Or, for standard objects, create a rule to change the status of a case from “Aw aiting Customer Response“ to
“In Progress” w hen a customer adds a case comment.
● The cross-object field update function may depend on certain critical updates being active. Clic k Your Nam e | Setup | Critical
Updates to see if your organization requires any updates.
● Workflow rules can't be triggered by campaign statistic fields, inc luding individual campaign statistics and campaign hierarchy
statistics. For a list of campaign fields that cannot tr igger w orkflow rules, see Campaign Fields.
● Workflow rules can be triggered any time a record is saved or created, depending on your rule criteria. Ho wever, rules
created after saving records aren't triggered by those records retroactively.
● Workflow rules are triggered when a standard object in a master-detail relationship is re-parented, even if the object's
evaluation criteria is set to When a record is created, or when a record is edited and did not previously meet the rule
criteria.
● Workflow rules only trigger on converted leads if validation and triggers for lead convert are enabled in your
organization.
● Workflow rules on cu stom objects are automatically deleted if the custom object is deleted.
● You can't package w orkflow rules w ith time tr iggers.
● Workflow rules trigger automatically and are invisible to the user. Alternatively, approval processes allow users to submit
records for approval.
● The order in which actions are executed is not guaranteed. Field update actions are executed first, followed by other
actions.
● You can't create email alerts for w orkflow rules on activities.
● You can't create outbound messages for w orkflow rules on junction objects.
● To create w orkflow rules that update case fields based on new case comments or incoming email messages, choose Case
Comment or Email Message from the Select Object drop-dow n list; Email Message is only available if Email-to- Case or On-
Demand Email-to- Case is enabled. You can only create email message w orkflow rules for field updates, and case comment
workflow rules for field updates, email alerts, and outbound messages. For example, you can create a w orkflow rule so that an
email marked as Is Incoming changes its case's Status from Closed to New .
● Saving or creating records can trigger more than one rule.
● The follow ing actions don't tr igger w orkflow rules:
a. Mass replacing picklist values
b. Mass updating address fields
c. Mass updating divisions
d. Changing the territory assignments of accounts and opportunities
e. Converting leads to person accounts
● Changes you make to records w hile using Connect Offline are evaluated by w orkflow rules w hen you synchronize.
● Salesforce processes any rules in the follow ing order:
a. Validation rules
b. Assignment rules
c. Auto-response rules
d. Workflow rules (w ith immediate actions)
e. Escalation rules

● Workflow rules and entry criteria for approval processes and steps respect the user's locale and aren't triggered w hen the user
is in a different language than that of the organization.

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● If a lookup field references a record that is deleted, Salesforce sets the lookup field to null, and does not run any Apex triggers,
validation rules, w orkflow rules, or roll-up summary fields.

Tip: You can use the Developer Console to debug w orkflow rules. The Developer Consolelets you view debug log details and
information about w orkflow rules and actions, such as the name of the user w ho triggered the w orkflow rule and the name and ID of the
record being evaluated.

WHAT IS THE DEFA ULT REPORT FORMA T FOR NEW REPORTS CREA TED IN REPORT BUILDER?

A. SUMMA RY
B. TABULA R
C. MA TRIX
…
…
B. TABULA R

WHICH OF THE FOLLOWING IS PA RT OF THE SALES CLOUD 2?

Select all that apply

A. ACCOUNTS A ND CONTACTS
B. CASES
C. MA RKETING A ND LEA DS
D. SOLUTIONS
E. CONTENT LIBRA RY
F. OPPORTUNITIES A ND QUOTES
…
…
A. ACCOUNTS A ND CONTACTS
C. MA RKETING A ND LEA DS
E. CONTENT LIBRA RY
F. OPPORTUNITIES A ND QUOTES

WHICH OF THE FOLLOWING A RE STA NDARD SALESFORCE A PPLICA TIONS?

A. IDEA S
B. CA MPA IGNS
C. A DMINISTRA TION
D. CALL CENTER
E. SALES CENTER
…
…
D. CALL CENTER

Here is a SNIP from the APP dropdown, where Ideas is actually an App that lives outside of the standard dropdown:

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Answer A: Idea s is actually a Tab within the Community App

Answer B: Campaigns is actually a Tab within the Marketing App
Answer C: Administration is actually a function (or verb), not an App
Answer E: There is no Sales Center

WHICH IS A CONSIDERATION WHEN CREA TING A DRILL-TO- DETA IL DA SHBOA RD COMPONENT?

A. THE DA SHBOA RD COMPONENT TY PE MUST BE A GA UGE.

B. DRILL-TO- DETA IL MUST BE ENABLED ON THE CUSTOM REPORT TY PE.
C. THE SOURCE REPORT MUST BE STORED IN THE DRILL- TO- DETA IL FOLDER.
D. THE SOURCE REPORT MUST BE GROUPED BY RECORD NA ME, RECORD OWNER, OR FEED POST
…
…
D. THE SOURCE REPORT MUST BE GROUPED BY RECORD NA ME, RECORD OWNER, OR FEED POST

How do I control w here users go w hen clicking a dashboard component?

Edit a component and set the Dr ill Dow n to option on the Component Data tab. Choose one of these options:
● Source Report—Takes the user to the full source report for the dashboard component.
● Filtered Source Report—When users click individual groups, X-axis values, or legend entries, they are taken to the source
report filtered by w hat they clicked. For example, if you had a stac ked vertical column chart of opportunities grouped by stage,
w ith months as the X-ax is, you could clic k an individual stage in a bar, a month on the X-ax is, or a legend entry for a stage to
drill dow n to the filtered source report. ( Not available for gauges, metr ics, or tables.)
● Record Detail Page—When users click chart or table elements, axis values, or legend entries, they are taken to the detail
page for that record. You can only choose this option for tables and charts that use a source report grouped by record name,
record ow ner, or feed post. (Not available for gauges or metrics.)
● Other URL—Takes the user to the URL that you specify. You can't add URLs that begin w ith “mailto:” or “ javascript:” to
dashboard components.

Dashboards Overview
Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

A dashboard show s data from source reports as visual components, w hich can be charts, gauges, tables, metrics, or Visualforce
pages. They provide a snapshot of key metrics and performance indicators for your organization. Each dashboard can have up to 20
components. Administrators control access to dashboards by storing them in folders w ith certain visibility settings. Dashboard folders
can be public, hidden, or restricted to groups, roles, or territories. If you have access to a folder, you can view its dashboards. To view a
dashboard component, users need access to the folder for the underlying source report. Follow a dashboard to get updates about the
dashboard posted to your feed.

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Dashboard filters let view ers choose w hich data to display on a dashboard using a drop-dow n menu. You no longer have to clone the
dashboard and all the under lying filtered reports for each subset of data; instead, you can use a single dashboard w ith one set of
source reports to serve a w ide audience. Each dashboard filter is based on a single field and can have up to 10 options defined by
operator and value. Contact salesforce.com if you w ant to increase this limit.

Note: Dashboards in Group Edition organizations are read-only. Users can't create, edit, or delete dashboards or dashboard
components. Additional dynamic dashboards and scheduled dashboards may be available for purchase. Contact your salesforce.com
representative for infor mation.

Displaying the Dashboards Tab

In Salesforce, the Dashboards tab displays automatically for all organizations using Group, Pr ofessional, Enterpr ise, Unlimited, and
Developer Editions. If your Dashboards tab is not visible, customize your display to show it.
In the Salesforce Mobile client application, the Dashboards tab displays if your Salesforce administrator has added the tab to your
mobile configuration.

Dashboard Component Properties

Im portant: This topic applies only if you're not using the dashboard builder. Dashboard builder is a drag-and-drop interface for creating
and modifying dashboards.

The follow ing settings may vary according to the component type you select.

Field Description

Component Type Select chart, table, metric, gauge, Visualforce page, or custom s-control.

Header Enter text to display at the top of the dashboard component.

Footer Enter text to display at the bottom of the dashboard component.

Title Enter a title to identify the dashboard component.

Display Units Choose a scale for displaying your chart values. For table components, this
setting applies only to the first column. For best results, choose Auto to
letSalesforce select appropriate units.

Drill Dow n to Select w hat happens w hen users click a dashboard component:
● Source Report—Takes the user to the full source report for the
dashboard component.
● Filtered Source Report—When users click individual groups, X-axis
values, or legend entr ies, they are taken to the source report filtered by
what they clicked.
● For example, if you had a stacked vertical column chart of
opportunities grouped by stage, w ith months as the X-axis, you could
click an individual stage in a bar, a month on the X-axis, or a legend
entry for a stage to drill dow n to the filtered source report. ( Not
available for gauges, metrics, or tables.)
● Record Detail Page—When users click chart or table elements, axis
values, or legend entr ies, they are taken to the detail page for that
record. You can only choose this option for tables and charts that use a
source report grouped by record name, record ow ner, or feed post.
(Not available for gauges or metrics.)
● Other URL—Takes the user to the URL that you specify. You can't add
URLs that begin w ith “mailto:” or “javascript:” to dashboard
components.

Note: Filtered and record detail page drill-dow n are disabled for dashboard
charts w ith more than 200 values.

Drill Dow n URL Specify the URL that users go to w hen they click the dashboard component.
Use this option to send users to another dashboard, report, record detail page,

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or other system that uses a Web interface.

WHICH CA N BE A CCESSED BY A CHA TTER FREE USER?

A. PEOPLE
B. CONTENT
C. PROFILES
D. GROUPS
E. FILES
F. LEA DS
…
…
A. PEOPLE
B. CONTENT
D. GROUPS
E. FILES

Note that one might be tempted to choose “C. PROFILES”, but if we are to believe that Profiles refers to the configuration
profiles and Chatter Profiles refers to one’s chatter profile page, then we cannot select Profiles without the “Chatter” prefix.

Chatter Overview

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

Chatter is a collaboration application that helps you connect w ith cow orkers inside your Salesforce organization and share business
information securely and in real time. Additionally, you can invite cow orkers w ithout Salesforce licenses to join Chatter. Invited users
can view profiles, post on their feed, and join groups, but can't see your Salesforce data or records. Chatter w orks in accordance w ith
all of the security and per mission settings in your Salesforce organization. Chatter is enabled by default for organizations created after
June 22, 2010. For existing organizations, you must enable Chatter.

Use Chatter to share information and learn about your colleagues w ith profiles, connect w ith people us ing groups, and use feeds to
keep up w ith the latest record updates. You can easily find the Chatter People, Groups, and Files lists on the Chatter tab. You can also
find those tabs, and the Pr ofile tab, in the Chatter app, available in the app menu in the top r ight corner of any page. If your
administrator has added these tabs to other apps, you'll see the tabs in those apps unless you previous ly customized your display. In
that case, you'll need to add the tabs to those apps.

Some third-party Web brow ser plug-ins and extensions can interfere w ith the functionality of Chatter. If you experience malfunctions or
inconsistent behavior w ith Chatter, disable all of the Web brow ser's plug-ins and extensions and try again.

Chatter is not supported:

● Using Microsoft® Internet Ex plorer version 6.0
● For portal users
● In the Console tab

Chatter includes limits on:

● The length of time posts, comments, and trac ked field changes are stored on the Salesforce servers
● The number of posts, comments, and tracked field changes available in the Chatter feed
● The number of email notifications that can be sent per organization per hour

These limits are subject to change at any time. Contact salesforce.com for more information.

Chatter Term inology

The follow ing ter minology is used for Chatter:

Chatter Favorite
Chatter favorites are shortcuts to the latest posts and comments for topics and Chatter feed searches. Add Chatter favorites from the
Chatter feed search results page to your Chatter tab.

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Chatter Feed
A list of recent activities in Salesforce. Chatter feeds display:
● On the Chatter or Home tab, w here you can see your updates, status updates of people you follow , and updates to records
you follow and groups you're a member of
● On profiles, w here you can see updates made by the person w hose profile you're view ing
● On records, w here you can see updates to the record you're view ing
● On Chatter groups, w here you can see updates to the group you're view ing

Chatter Group
Chatter groups let you share information w ith specific people. For example, if you're w orking on a project and w ant to share
information only w ith your team members, you can create a Chatter group for your team. Chatter groups include a list of member s, a
Chatter feed, and a photo. You can create the follow ing types of Chatter groups:
● Public: Anyone can see the group's updates, but only members can post updates. Anyone can join a public group.
● Pr ivate: Only members can see and post updates. The group's ow ner or managers must add members.

Comment, Chatter
A reply to an update in a Chatter feed.

Feed Attachm ent, Chatter

A feed attachment is a file or link that is attached to a post in a Chatter feed.

Feed Tracking, Chatter

Administrator settings that deter mine w hich records can be follow ed and w hich fields can be trac ked in Chatter feeds. Enabling an
object for feed tracking allow s people to follow records of that object type. Enabling fields for feed tracking allow s users to see
updates on the Chatter feed w hen those fields are changed on records they follow .

File Collaborator
Users w ith the “collaborator” per mission can view , dow nload, share, change per mission, edit the file, and upload new versions of files
in Chatter.

File Ow ner
Files ow ners can view , dow nload, share, change per mission, edit the file, upload new versions of files, make files private, and delete
files in Chatter. You ow n a file in Chatter w hen you:
● Upload a file on the Files tab
● Attach a file to a feed in Chatter
● Upload a file in Salesforce CRM Content

File, Private
A private file in Chatter is indicated by the pr ivate icon and is only available to the file ow ner and isn't shared w ith anyone. A priv ate
file is created w hen you upload a file on the Files tab or contribute a file to a Salesforce CRM Content personal library. You ow n files
you upload or contribute.

File, Privately Shared

A privately shared file in Chatter is indicated by the privately shared icon and is only available to the file ow ner and the specific
people or groups it has been shared w ith.

File, Your Com pany

A file shared w ith your company in Chatter is indicated by the your company icon and is available to all Chatter users in your
company. All Chatter users in your company can find and view this file.

File Viewer
Users w ith the “view er” permission can view , dow nload, and share files in Chatter.

Files Tab
A tab that lists a user's Chatter and Salesforce CRM Content files.

Follow
A subscription to a user or record that lets you see related updates in your Chatter feed. Follow a user to see status updates. Follow
a record to see posts, comments, and field changes.

Customers, Chatter
Users outside of your company's email domains. They have very limited Chatter access and can only see groups they're invited to
and interact w ith members of those groups.

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Message, Chatter
A Chatter message is a pr ivate communication w ith other Chatter users. Use messages to send your manager a question privately,
or to communicate w ith a few select people w hen a discussion isn't relevant to everyone you w ork w ith. Messages don't appear in
your feed, your profile, or any other part of Chatter that's publicly visible.

People
Users in your Salesforce organization. A list of people is available on the People tab in Chatter.

Post
A top-level comment in a Chatter feed.

Profile, Chatter
A personal page for each Salesforce user that includes contact information, follow ing and follow ers lists, a Chatter feed, and a photo.

Record Update
An update in a Chatter feed that is the result of a field change on a record that is being follow ed.

Status Update
An update made by posting to the Chatter feed on your profile or Chatter or Home tab, usually to tell other people w hat you're
working on. Your status update displays on your Chatter or Home tab, on your profile, and in the Chatter feeds of people follow ing
you.

Unfollow
To stop follow ing a user or record and stop seeing their updates in your Chatter feed.

Update
A single activity that displays in a Chatter feed, such as a status update, post, or field change.

THIS TY PE OF RELATIONSHIP LINKS TWO OBJECTS TOGETHER, BUT IT HAS NO EFFECT ON DELETION, RECORD
OWNERSHIP, OR SECURITY, AND THE LOOKUP RELA TIONSHIP FIELD IS NOT REQUIRED IN THE PA GE LAYOUT.

A. LOOKUP RELATIONSHIP
B. MASTER- DA TA IL RELATIONSHIP
C. MA STER- DETA IL- SUB DETA IL RELATIONSHIP
…
…
A. LOOKUP RELATIONSHIP

WHEN Y OU DELETE A CONTA CT, IT'S ASSOCIA TED CA MPA IGN MEMBER RECORD IS DELETED AS WELL.

A. TRUE
B. FALS
…
…
A. TRUE

Cam paign Mem ber Fields

The available fields vary according to w hich Salesforce Edition you have.

These are the fields (in alphabetical order) that make up a campaign member. Most campaign member fields are derived from the lead
or contact record from w hich the campaign member w as created and must be edited from the corresponding lead or contact record.
Some of these fields may not be visible or editable depending on your page layout and field-level security settings. ( Field-level s ecurity
is available in Enterprise, Unlimited, and Developer Editions only.)

Field Description

Campaign The campaign to w hich the lead or contact belongs.

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Campaign Member Currency The default currency for currency amount fields on the campaign member.
Amounts display in the campaign member currency and are also converted to
the user’s personal currency. Available only for organizations that use multiple
currencies.

Campaign Member Type The record type of the campaign member, w hich deter mines the page layout
available for the campaign member. ( Read only)

City City portion of the lead or contact's address.

Company (Account) The company, if the campaign member is based on a lead, or the account, if the
campaign member is based on a contact.

Contact The name of the contact, if the campaign member is based on a contact.

Country Country portion of the lead or contact's address.

Created By User w ho created the campaign member. ( Read only)

Created Date Date the campaign member w as created. ( Read only)

Description Description of the lead or contact.

Do Not Call Indicates if the person does not w ant to be contacted v ia telephone.

Email Email address of the lead or contact.

Email Opt Out The person's email address w ill not be included in mass emails.

Fax Fax number of the lead or contact.

Fax Opt Out Indicates if the person has requested not to be included in broadcast faxes.

First Name First name of the lead or contact.

First Responded Date Date the campaign member first responded. (Read only)

Last Modified By User w ho last changed the campaign member record. ( Read only)

Last Modified Date Date the campaign member record w as last modified. ( Read only)

Last Name Last name of the lead or contact.

Lead The name of the lead, if the campaign member is based on a lead.

Lead Source Source of lead, for example, Advertisement, Partner, or Web. Entry is selected
from a picklist of available values, w hich are set by an administrator. Each
picklist value can have up to 40 characters.

Mobile Mobile phone number for the lead or contact.

Phone Phone number for the lead or contact.

Responded Indicates if the campaign member has responded.

Salutation The salutation for addressing the person, for example, Mr., Ms., Dr., or Prof.

State/Province State or province portion of the lead or contact's address.

Status The status of the campaign member, for example, sent or responded.

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Street Street portion of the lead or contact's address.

Title The title of the lead or contact, for example, President.

Zip/Postal Code Zip or postal code portion of the lead or contact's address.

DA TA VALIDATION RULES ARE NOT SUPPORTED IN WHICH SALESFORCE EDITION?

A. CONTACT MA NA GER
B. GROUP
C. PROFESSIONAL
D. DEV ELOPER
E. UNLIMITED
F. ALL EDITIONS ARE SUPPORT ED
…
…
F. ALL EDITIONS ARE SUPPORT ED

IDENTIFY THE TRUE STA TEMENTS ABOUT THE WORKFLOW A PPROVAL PROCESS?

Select all that apply

A. WHEN A RECORD IS SUBMITTED FOR A PPROVAL THE A DMIN CA N EDIT THE RECORD
B. YOU CA N FORWARD A N EMA IL A PPROVAL REQUEST TO A NOTHER EMA IL A DDRESS
C. THE A PPROV ERS DELEGA TE CA N ALSO A PPROV E A REQUEST
D. A PPROV ERS CAN V IEW A N A PPROVAL REQUEST FROM THEIR HOME PA GE
E. A PPROV ERS CA N ONLY ACCESS A N A PPROVAL PAGE FROM THE A PPLICA TION
…
…
A. WHEN A RECORD IS SUBMITTED FOR A PPROVAL THE A DMIN CA N EDIT THE RECORD
C. THE A PPROV ERS DELEGA TE CA N ALSO A PPROV E A REQUEST
D. A PPROV ERS CAN V IEW A N A PPROVAL REQUEST FROM THEIR HOME PA GE

Answer B: Not sure if this means that you can send 1 request to 2 approvers, which can be done, or if the approver who
receives a request email can then forward to someone else to reply to approve, which cannot be done, or what... so I ca n’t
include or exclude this one, but would leave it out of the answers ju st the same.

Answer E: Online help states that approver can access approval page from a Wireless browser, which, I a ssume, i s
considered to be ‘outside the APP’.

Approval Process Checklist

Available in: Enterprise, Unlim ited, and Developer Editions

Plan each approval process carefully to ensure a successful implementation. Review the follow ing checklist about preparing the
appropriate information before creating your approval process.
● Pr epare an approval request email template.
● Deter mine the approval request sender.
● Deter mine the assigned approver.
● Deter mine the delegated approver.
● Dec ide if your approval process needs a filter.
● Des ign initial submission actions.
● Dec ide if users can approve requests from a w ireless device.
● Deter mine if users can edit records that are aw aiting approval.
● Dec ide if records should be auto-approved or rejected.
● Deter mine how many levels your process has.
● Deter mine the actions w hen an approval request is approved or rejected.

What em ail template do you w ant to use for approval requests?

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The email template you specify on an approval process is used w hen notifying users that an approval request is assigned to them.
You can use the default email template Salesforce offers if it is appropriate for your approval process, or you can create your ow n
email template. Include the appropriate approval process merge fields to link directly to the approval request. For details about using
merge fields, see Merge Fields Overview . If your organization has enabled email approval response, the default email template
includes instructions for replying to an email approval request by typing approve, approved, yes, reject, rejected, or no in the first line
of the email body, and optionally adding comments in the second line. For details on email approval response and the default
template, see Customizing Workflow and Approval Settings.

Determ ine w ho should be the sender of approval requests.

The approval request notifications are automatically sent from the user w ho submitted the record for approval. You have the option
to assign a different return email address to these notifications. Deter mine w hat email address to use.

Who w ill be responsible for approving requests?

Requests can be approved or rejected by any of the follow ing:
● A user or queue that the approval request submitter chooses.
● A queue specified by the administrator.
● A user listed in the Manager standard field on the submitter's user detail page.
● A user listed in a custom hierarchy field on the submitter's user detail page.
● Any combination of users and related users (users listed in a standard or custom field on the submitted record) specified by
the administrator.
Each step in your approval process can assign approval requests using any of these options.

Should approval requests be delegated to another user for approval?

An approval request can be approved by a designated delegate for the approver. How ever, you have the ability to disable this option.
Deter mine if you w ant to allow delegated users to approve requests. Then, for each user, populate the Delegated Approver field on
the user's detail page.

What records should be included in this process?

Deter mine w hat attributes a record must have to be included in your approval process. If necessary, create the custom fields to s tore
this infor mation so that you can use it in your filter criter ia. For example, if you w ant to include expense records from your
headquarters office only, create a custom picklist field called Office Location that has tw o options: “ HQ” and “Field.” Then, your filter
criteria for the process w ould specify that records must have “ HQ” in the Office Location field to be included.

What should occur w hen a record is first subm itted for approval?
When users submit a record for approval, Salesforce automatically loc ks the record so that other users cannot change it w hile it is
aw aiting approval. You can still add campaign members to campaigns locked for approval.

Dec ide if you w ant other w orkflow actions to occur w hen a record is first submitted, such as email alerts, tasks, field updates, and
outbound messages. These actions belong on your list of Initial Submission Actions.

Should users be able to approve requests from a w ireless device?

Deter mine if you w ant to require users to log in to Salesforce to approve requests. Alternatively, you can set up your approval
process to allow users to approve requests remotely using a w ireless browser.

Who can edit records that are aw aiting approval?

Records submitted for approval are automatically loc ked. Users w ith the “ Modify All” object-level per mission for the given object, or
the “ Modify All Data” per mission, can alw ays unlock a record and edit it. How ever, you may also specify that the currently assigned
approver can edit the record as w ell. You can still add campaign members to campaigns locked for approval.

Should records be autom atically approved, rejected, or skipped based on certain criteria?
You can set entry criteria for each step of your process, and configure Salesforce to automatically approve, reject, or skip the
process if a record does not meet that entry criteria. For example, all expenses submitted w ith an A mount less than $15 are
automatically approved.

How m any people need to approve these requests?

An approval process can have several layers of approvals. Deter mine how many users need to approve requests and in w hat order.

Should any actions take place when a request is approved or rejected?

You can set up to 40 additional actions to take place w hen a request is recalled, approved, or rejected at each step, up to 10 of each
of the follow ing types:

Type Description

Task Assigns a task to a user you specify. You can specify the Subject, Status,

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Pr iority, and Due Date of the tas k.

Email Alert Uses an email template you specify to send an email to a designated recipient.

Field Update Changes the value of a selected field. You can specify a value or create a
formula for the new value.

Outbound Message Sends a message to an endpoint you des ignate. You can also specify a
username and the data you w ant to include in the message.

Additionally, you can set up to 40 additional actions to take place w hen a record has received all necessary approvals or is
completely rejected.

Approval Process Considerations

Available in: Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To use approvals: Various user per missions required depending on the

action

Before you implement an approval process for your organization, consider the follow ing:
● Active approval processes cannot be deleted but they can be deactivated. Before deleting an approval process, make sure it is
inactive and that no records have been submitted for approval. If any records have been submitted, delete them and remove
them from the Recycle Bin.
● You can enable email approval response. The email approval response feature gives users the ability to approve or reject
email approval requests by replying to the email.
● After an approval process is activated, you can't add, delete, or change the order of the steps or change reject or skip behavior
for that process, even if you make the process inactive.
● There is a limit of 15 steps per process.
● There is a limit of 25 approvers per step.
● If you make your approval object a detail object in a master-detail relationship, the Ow ner field isn’t available for approval page
layouts or approval post templates.
● Educate your users on the criteria for each approval process and w hat each of your approval processes does. Users cannot
tell w hat approval process is triggered w hen they click Subm it for Approval.
● Records are locked w hile in an approval process. The ability to edit a locked record depends on the record editability setting of
the approval process:
○ Administrators ONLY: Only users w ith the “ Modify All” object-level per mission for the given object, or the “ Modify All
Data” per mission, can edit locked records.
○ Administrators or the currently assigned approver...: The current approver and users w ho match the Administrators
ONLY criteria can edit locked records. The current approver must also have edit access to the record through their
per missions and the organization-w ide sharing defaults for the given object.
● You can still add campaign members to campaigns loc ked for approval.
● An error message displays for the user submitting an approval request if the approval request needs to go to the user's direct
manager and there is no direct manager for that user.
● An error message displays for the user submitting an approval request if the approval process has a field update that fails f ield
validation rules. This could happen for a field that is not visible on the user's page layout.
● An error message displays for the user submitting an approval request for an entitlement or service contract if both these
conditions are met:
○ The approval process includes Record Ow ner as an initial submitter
○ The user submitting the approval request isn't the ow ner of the account associated w ith the entitlement or service
contract
● The Status field cannot be updated by approval processes. If you w ant to use the contract status as part of an approval
process, Salesforce recommends creating a custom status field.
● Approval processes that allow the user to select an approver manually also allow the user submitting a request to select
himself or herself as the approver.
● You cannot use email approval response w ith approval processes in w hich the assigned approver is a queue.
● You cannot create outbound messages for approval processes on junction objects.
● When the assigned approver is a queue:
○ Any queue member can approve or reject an approval request that is assigned to the queue.

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○ When an approval request is assigned to a queue, the email notification is sent to the email address for the queue.
Depending on your queue settings, an email notification is also sent to each queue member.
○ When an approval request is assigned to a queue, each queue member's delegated approver also receives an
approval request email notification.
○ When an approval request is rejected and returned to the previous approver and the previous approver w as a queue,
the approval request is assigned to the user w ho approved it, instead of the queue.
○ The Approval History related list displays the queue name in the Assigned To column and the actual user w ho
approved or rejected the approval request in the Actual Approver column.
● Note: Queues are only available on specific objects. For more information on queues, see Managing Queues.

PRINTA BLE VIEW DOES NOT SAVE ALL THE REPORT FORMA TTING.

A. TRUE
B. FALSE
…
…
B. FALSE

TIME- DEPENDENT WORKFLOW WILL NOT WORK WITH WHICH TY PE OF WORKFLOW EVALUATION CRITERIA?

A. ONLY WHEN A RECORD IS CREATED

B. EV ERY TIME A RECORD IS CREATED OR EDITED
C. EV ERY KIND OF WORKFLOW EVALUATION CRITERIA
D. WHEN A RECORD IS EDITED A ND IT DIDN’T PREV IOUSLY MEET THE RULE CRITERIA
…
…
B. EV ERY TIME A RECORD IS CREATED OR EDITED

UP TO 25 CUSTOM LOOKUP FIELDS CAN BE DEFINED PER OBJECT.

A. TRUE
B. FALSE
…
…
A. TRUE

SPRING '11 INCLUDES A MA NAGED V ERSION OF CHA TTER DESKTOP FOR ENTERPRISE DEPLOY MENTS, A ND
ADMINISTRATION CONTROLS FOR CONTROLLING A CCESS TO CHA TTER DESKTOP IN YOUR ORGA NIZATION.

A. TRUE
B. FALSE
…
…
A. TRUE

RECORD LOCKING PREV ENTS USERS FROM EDITING A RECORD ONLY IF THEY HAVE CERTA IN FIELD-LEV EL SECURITY
OR SHARING SETTINGS.

A. TRUE
B. FALSE
…
…

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B. FALSE

Record Locking is a process of preventing user s from editing a record regardless of field level security / sharing settings.

CA N A STA NDARD USER PROFILE IMPORT MEMBERS INTO A CA MPA IGN?

A. YES
B. NO
C. ONLY IF THEY HAV E "IMPORT CA MPA IGN MEMBERS" PERMISSION CHECKED
D. ONLY IF THEY HAV E "MODIFY ALL DA TA" PERMISSION CHECKED
…
…
B. NO

THE RECORD OWNER IS A USER OR A QUEUE THA T HAS CONTROL OR RIGHTS TO A PARTICULAR DATA RECORD.

A. TRUE
B. FALSE
…
…
A. TRUE

I looked up the following to confirm that queues could own records, because that was an open question in my mind:

Queues Overview

Available in: Contact Manager, Group, Professional, Enterprise, Unlim ited, Developer, and
Datab ase.com Editions
Lead queues, case queues, and service contract queues are not available in Database.com

User Perm issions Needed

To create or change queues: “Customize Application”

AND
“Manage Public List View s”
To create or change queues created by other users: “Customize Application”
AND
“Manage Public List View s” and
“Manage Users”

Queues help your teams manage leads, cases, service contracts, and custom objects. Once records are placed in a queue manually or
through an automatic case or lead assignment rule, records remain there until they're assigned to a user or taken by one of the queue
members. Any queue member or users above them in the role hierarchy can take ow nership of records in a queue. For example:

Lead queues
Help you manage the distribution of leads. For example, you may have a lead queue for a Western Region team and one for an
Eastern Region team. You can put leads in different queues, either manually or automatically via a lead assignment rule as leads are
imported, created or edited manually, or captur ed from the Web. Make salespeople members of one or more lead queues.

Case queues
Help you manage your support w orkload and differentiate cases based on support levels. With queues, you can ensure that cas es
are resolved quickly even if a specific user is on vacation. By creating queues for different support levels, such as Gold Service and
Silver Service, cases are automatically prior itized. You can put cases in different queues, either manually or automatically via a c ase
assignment rule as cases are generated from the Web or created manually. Make support agents members of case queues.

Know ledge article version queues

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Help you manage the distribution of versions of Salesforce Know ledge articles for translation. For example, if multiple languages are
used for your know ledge base, you can assign new versions of articles to a queue of users w ho can translate the article into a
specific language.

Service contract queues

Help you manage the distribution of service contracts. For example, you may have a dedicated group of users w ho review service
contracts. When a service contract is created, assign it to a queue so queue members can review the service contract.

Custom object queues

Help you manage the distribution of custom object records. When a custom object record is created, manually assign it to a queue
so that the users assigned to the queue can access it and take ow nership of it.

Who an change the ow nership of records:

The ability to change ow nership of records depends upon user per missions, shar ing as established by the organization w ide defaults,
and the role hierarchy. The follow ing rules apply for record transfers:

1. System Administrators can transfer all records.

2. Standard Users can transfer ow nership of any lead, contact, account, case or opportunity record that he/she ow ns or that is owned
by a user below him/her in the role hierarchy (except campaigns).

3. Only users w ith the Marketing User check box selected on their personal infor mation page can transfer campaigns.

4. If your organization w ide defaults are set to Public Read/Write/Transfer for cases or leads, all users can transfer that type of record. If
the organization w ide defaults are more stringent, the rules outlined above apply.

5. For Enterprise Edition users, certain per missions can also affect the ability to change record ow nership, like "Modify all Data" and
"Transfer Records".

6. Users w ith the "Transfer Record" per mission can transfer any account, contact, lead, case or opportunity individually or in mas s.

7. Users w ith the "Transfer Leads" and "Manage Leads" per missions can transfer any lead individually or in mass.

8. Users w ith the "Modify All Data" per mission can transfer ow nership of all records.

*Please note that users w ho have the ability to edit a record do not necessarily have the ability to transfer it.

STA NDA RD REPORTS ARE VISIBLE THROUGH THE REPORTS SEA RCH.

A. TRUE
B. FALSE
…
…
B. FALSE

Searching for Reports and Dashboards

Available in: All Editions except Database.com

User Perm issions Needed

To search for reports: “Run Reports”

To search for dashboards: “Run Reports” AND access to dashboard folder

Search by name for both reports and dashboards from the enhanced Reports tab. To refine results:
● Filter by type to see just reports or dashboards.
● Filter the view by:
○ All Items

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○ Recently View ed
○ Items I Created
○ Items I'm Follow ing
● Type and view filters don't apply to report templates in standard report folders.
● Search w ithin a selected folder or select All Folders.
● Click column headings to sort the results in ascending or descending order. Sorting applies across all search results for a
particular object, inc luding those on subsequent pages.
● If tagging is enabled and added to a custom report or dashboard, search by its tags in the header search box.

If you're not seeing the enhanced Reports tab, check if you're using a supported brow ser and ask your administrator to enable the new
user interface theme.

A SYSTEM A DMINISTRATOR CA N EDIT A PROFILE TO:

Select all that apply

A. PREV ENT A USER FROM V IEWING CUSTOM TABS
B. PREV ENT THE USE OF MASS EMA IL
C. DENY A USER ACCESS TO OTHER USERS LEA DS
…
…
A. PREV ENT A USER FROM V IEWING CUSTOM TABS
B. PREV ENT THE USE OF MASS EMA IL

Answer A: You can prevent a user from viewing custom or standard tabs. The answer, as presented, is still correct, but one
should not assum e that one can prevent a user from view custom tabs ONLY.

Answer C: Profiles control access to objects and attributes. ORG wide defaults, Role Hierarchy and Sharing Rules control
access to Records.

User Profiles Overview

Available in: Enterprise, Unlim ited, Developer, and Database.com Editions

A profile contains user per missions and access settings that control w hat users can do w ithin Salesforce, the partner portal, and the
Customer Portal.

Depending on w hich profile user interface is enabled in your organization, you can:
● View and edit profiles in the enhanced profile user interface
● View and edit profiles in the original profile user interface

You can also change per missions in multiple profiles from the list view .

Pr ofiles control:
● Which standard and custom apps users can view
● Which tabs users can view
● Which record types are available to users
● Which page layouts users see
● Object per missions that allow users to create, read, edit, and delete records
● Which fields w ithin objects users can view and edit
● Per missions that allow users to manage the system and apps w ithin it
● Which Apex classes and Visualforce pages users can access
● Which desktop clients users can access
● The hours dur ing w hich and IP addresses from w hich users can log in
● Which service prov iders users can access (if Salesforce is enabled as an identity prov ider)

Note: Chatter customers (users w ith the Chatter External User profile) can only see groups they belong to and people in those groups;
they can't see any Salesforce information. If your organization uses a custom domain or IP restrictions, it's recommended that us ers
w ith the Chatter External User log in us ing single sign-on.

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Every organization has standard profiles. In Contact Manager, Group, and Professional Edition organizations, you can assign standard
profiles to your users, but you can't view or edit the standard profiles or create custom profiles. In Enterpr ise, Unlimited, and Dev eloper
Edition organizations, you can use standard profiles, or create, edit, and delete custom profiles. For standard profiles, only certain
settings can be changed.

Each standard or custom profile belongs to exactly one user license type.

WHAT IS A DASHBOA RD MA DE OF?

Select all that apply

A. TABLES
B. SUMMA RY REPORTS
C. CHA RTS
D. GA UGES
…
…
A. TABLES
C. CHA RTS
D. GA UGES

Answer B: Dashboard is driven by summary reports, but not made of summary reports.

Dashboards Overview

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

A dashboard show s data from source reports as visual components, w hich can be charts, gauges, tables, metrics, or Visualforce
pages. They provide a snapshot of key metrics and performance indicators for your organization. Each dashboard can have up to 20
components. Administrators control access to dashboards by storing them in folders w ith certain visibility settings. Dashboard folders
can be public, hidden, or restricted to groups, roles, or territories. If you have access to a folder, you can view its dashboards. To view a
dashboard component, users need access to the folder for the underlying source report. Follow a dashboard to get updates about the
dashboard posted to your feed.

Dashboard filters let view ers choose w hich data to display on a dashboard using a drop-dow n menu. You no longer have to clone the
dashboard and all the under lying filtered reports for each subset of data; instead, you can use a single dashboard w ith one set of
source reports to serve a w ide audience. Each dashboard filter is based on a single field and can have up to 10 options defined by
operator and value. Contact salesforce.com if you w ant to increase this limit.

Note: Dashboards in Group Edition organizations are read-only. Users can't create, edit, or delete dashboards or dashboard
components. Additional dynamic dashboards and scheduled dashboards may be available for purchase. Contact your salesforce.com
representative for infor mation.

Displaying the Dashboards Tab

In Salesforce, the Dashboards tab displays automatically for all organizations using Group, Pr ofessional, Enterpr ise, Unlimited, and
Developer Editions. If your Dashboards tab is not visible, customize your display to show it.
In the Salesforce Mobile client application, the Dashboards tab displays if your Salesforce administrator has added the tab to your
mobile configuration.

WHAT IS ONE ADVANTAGE OF SALESFORCE CRM?

A. COMPA NIES CA N SEA MLESSLY INTEGRA TE THEIR SERV ERS TO SALESFORCE DATABASE FOR FASTER
PERFORMA NCE.
B. COMPA NIES ONLY NEED TO MA INTA IN A COMPA TIBLE BROWSER AND A RELIABLE INTERNET CONNECTION.
C. IN HOUSE SERV ERS CA N BE ACQUIRED CHEA PER THAN NORMA L
D. NONE OF THE ABOV E
E. ALL OF THE ABOV E

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…
…
B. COMPA NIES ONLY NEED TO MA INTA IN A COMPA TIBLE BROWSER AND A RELIABLE INTERNET CONNECTION.

MA IL MERG E IS AVAILABLE IN WHICH SALESFORCE EDITIONS?

A. ALL EXCEPT PROFESSIONAL

B. PROFESSIONAL A ND ENTERPRISE
C. PROFESSIONAL, DEV ELOPER A ND ENTERPRISE
D. ENTERPRISE A ND DEV ELOPER ONLY
E. DEV ELOPER, ENTERPRISE AND UNLIMITED ONLY
F. ALL EDITIONS
…
…
F. ALL EDITIONS

Of all the available answer s, F i s the best one, but, as you can see from the help below, it is NOT available in Database.com,
though ‘Database.com’ is not listed as an Edition elsewhere - thu s far it has been Personal, Contact Manager, Group,
Professional, Enterprise, Unlimited and Developer.

Using the Mass Mail Merge Wizard

Available in: All Editions except Database.com

Note: Extended Mail Merge is available by request only. Contact salesforce.com Customer Support if you are interested in this feature.

In addition, your administrator must activate the feature before you can use Extended Mail Merge. See Customiz ing User Interface
Settings.

With Extended Mail Merge, you can easily generate mail merge Word documents—such as for m letters w ith matching envelopes and
address labels—for multiple records at the same time.
1. Open the tab home page for accounts, contacts, or leads. Other kinds of records are not currently supported.
2. In the Tools area, clic k Mass Mail Merge to start the mass mail merge w izard.
3. Choose an appropriate list view from the View drop-dow n list. To create or edit a list view , see Creating Custom List View s.
4. Select the records to include in the mail merge. To select all records currently displayed on the page, select the chec kbox in
the column header.
5. Click Next.
6. Select the types of Word documents you w ould like to generate. The supported document types are documents, envelopes,
and labels.
7. Select the Log an activity... checkbox to log the generation of these mail merge documents by adding a completed task on
each record.
8. Click Next.
9. Select the appropriate mail merge templates.
10. For documents, choose w hether to create one Word document that includes all output or a separate Word document for each
record.
11. Optionally, click Preview Tem plate to review a template's contents. Note that although the Word document that opens may
be editable, changes made in Word w ill not be applied to your current mail merge request. To make a new ly revised template
available for mail merge, it must be uploaded first.
12. Click Finish.
Note: If your request exceeds the maximum size limit for Extended Mail Merge, you are prompted to select either few er
records or smaller templates.

Salesforce sends you an email w hen your generated documents are ready. They may be attached to the email as either a Word
document (.doc) or a Zip file (.zip). If the attachment size exceeds your organization's maximum allow ed email attachment size or if

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your administrator has set all mail merge documents to be saved to the Documents tab, then your generated documents w ill be
automatically saved on the Documents tab and you w ill receive an email w ith a link to their location.

Mail Merge Considerations

● Standard mail merge requires:
○ Window s® Internet Ex plorer ® versions 6, 7, 8, and 9 ( Chrome Frame plug-in for Internet Explorer isn't supported
because the ActiveX controls required for mail merge are only supported in Internet Explorer.)
○ Microsoft Word 2003 or 2007
○ Microsoft Windows XP and Vista (32-bit only; 64-bit isn't supported)
● Extended Mail Merge supports the follow ing additional environments: the Mozilla Firefox Web brow ser and the Apple Mac OS.
Further more, it does not require the installation of an ActiveX control.Extended Mail Merge is available by request only.
Contact salesforce.com Customer Support if you are interested in this feature.
● Standard mail merge and Extended Mail Merge support versions of Microsoft Word 2000 and above.
● Standard mail merge currently supports Word 2007 templates saved in .docx or .dotx file for mats, but Extended Mail Merge
does not.
● Mail merge documents 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.)
● Standard and extended mail merge don't support formatting from r ich text area fields.
● Using mail merge from a record detail page automatically triggers standard w orkflow and validation rules for that record. Us ing
the mass mail merge w izard, how ever, doesn't trigger those rules.
● With Extended Mail Merge, a mail merge operation cannot exceed the follow ing limits:
○ 1,000 records
○ The selected mail merge template(s) total size cannot be larger than 1 MB.
○ For mass mail merges, the number of selected records multiplied by the combined sizes of the selected mail merge
templates cannot be larger than 50 MB.

IF THE SYSTEM A DMINISTRATOR SET A USER TO CREA TE ONLY A CERTA IN RECORD TY PE, THIS USER'S ABILITY TO VIEW
OTHER RECORD TY PES IS A FFECTED.

A. TRUE
B. FALSE
…
…
B. FALSE

‘Create’ restrictions do not affect ‘Read’ capabilities

WHAT IS THE MAXIMUM NUMBER OF VALUES Y OU CA N HAVE IN A PICKLIST?

A. 500
B. 250
C. 600
D. 1000
E. 2000
…
…
A. 500

Note: Answer D: 1000 is a better answer, given the highlighted line below.

This is not a very good Q&A, as the number of entries varies - see below

Picklist Lim itations

Available in: All Editions

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Standard Picklists are not available in Datab ase.com

User Perm issions Needed

To change picklists: “Customize Application”

The maximum number of entries you can have in a standard or custom picklist is deter mined by the total number of characters allow ed
in the pic klist, w hich is 15,000 characters. Note that each entry includes a linebreak and a return character that are not visible. These
tw o additional characters per entry are counted as part of the 15,000 character limit.

Additional limits apply to both standard and custom picklists.

Additional Lim its for Standard Picklists

For standard picklists, entries can be up to 40 characters, not inc luding linebreaks and returns. For standard multi-select pic klists, the
total number of characters for all entries cannot exceed 255. (Not sure how to interpret this)

For standard picklists in organizations that use record types or the Translation Workbench, you can have an unlimited number of entries
w ith the follow ing exceptions for special picklists.

Picklist Field Maxim um Num ber of Entries

Lead Status 100

Task Status 100

Task Priority 50

Case Status 100

Case Prior ity 50

Opportunity Stage 100

Additional Lim its for Custom Picklists

Within the 15,000 total character limit, custom pic klists can have:
● Up to 1,000 entries
● Up to 255 characters per entry
Custom multi-select picklists can have:
● Up to 150 values
● Up to 40 characters per value
Note that for multi-select picklists, users can select up to 100 values at a time on a record.

WHEN CONV ERTING A LEA D, WHAT VALUES ARE TRA NSFERRED TO THE OPPORTUNITY?

A. AMOUNT = LEA D A MOUNT

B. CLOSE DA TE = TODAY
C. CLOSE DATE = LAST DAY IN FISCAL QUARTER
D. STAGE = FIRST STA GE IN LIST
…
…
C. CLOSE DATE = LAST DAY IN FISCAL QUARTER
D. STAGE = FIRST STA GE IN LIST

Neither of these fields is really ‘transferred’ to the opportunity. They are set in the newly created opportunity, and the ‘Stage’
is not even mentioned in the Lead Conversion Mapping help below

Lead Conversion Mapping

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Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

When you convert a lead, the standard lead fields are automatically converted to the account, contact, and opportunity fields listed
below . Custom lead fields are converted to custom account, contact, and opportunity fields as specified by your administrator (see
Mapping Custom Lead Fields).

Lead Field Maps to

Address Account: Billing Address

Contact: Mailing Address

Annual Account: Annual Revenue

Revenue

Campaign Opportunity: Primary Campaign Source

If the lead has multiple associated campaigns, the most recently associated campaign is inserted
into the opportunity regardless of w hether the user has shar ing access to it.

Company Account: Account Name

Contact: Account
Opportunity: Account Name
Opportunity: Opportunity Name

Company Account: Account Name (Local)

Name (Local)

Description Contact: Description

Do Not Call Contact: Do Not Call

This field is not updated for leads converted to existing contacts.

Email Contact: Email

Email Opt Out Contact: Email Opt Out

This field is not updated for leads converted to existing contacts.

Fax Account: Fax

Contact: Fax

Fax Opt Out Contact: Fax Opt Out

First Name Contact: First Name

First Name Contact: First Name (Local)

(Local)

Industry Account: Industry

Last Name Contact: Last Name

Last Name Contact: Last Name (Local)

(Local)

Lead Ow ner Account: Ow ner

Contact: Ow ner
Opportunity: Ow ner

Lead Source Contact: Lead Source

Opportunity: Lead Source

Mobile Contact: Mobile

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No. of Account: Employees

Employees

Partner Opportunity: Partner Account

Account This field is not updated for leads converted to existing opportunities.

Phone Account: Phone

Contact: Phone

Rating Account: Rating

Title Contact: Title

Website Account: Website

Note: If you are not using custom fiscal years, the Close Date of the new ly created opportunity is automatically set to the last day of the
current fiscal quarter.

If you are using custom fiscal years, the Close Date is the last day of the current fiscal period. If you are us ing custom fiscal years and
a fiscal year has not been defined for the current date, the Close Date is the end of the current calendar quarter.

WHAT IS THE MAXIMUM OF TIME TRIGGERS PER WORKFLOW RULE?

A. 5
B. 10
C. 15
D. 20
E. 25
…
…
B. 10

Bottom line answer comes from the ‘Salesforce Editions and Limits Page’
https://help.salesforce.com/HTViewHelpDoc?id=limits_general.htm&language=en_US

Here is the table on Workflow:

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Additional background information on Workflow Rules and Time Triggers:

Consider the follow ing w hen configuring w orkflow rules:

● Each w orkflow rule applies to a single object, such as leads, accounts, or opportunities. For the maximum number of w orkflow
rules allow ed on an object, see Salesforce Editions and Limits.
● For standard objects, w orkflow rules can only perform field updates on the object related to the rule. The exceptions are that
both Case Comments and Email Messages can perform cross-object field updates on Cases. For all custom objects, how ever,
you can create w orkflow actions w here a change to a detail record updates a field on the related master record. Cross-object
field updates only w ork for custom-to-custom master-detail relationships. For example, in a custom recruiting application,
create a w orkflow rule that sets the status of an application (the master object) to “Closed” w hen a candidate (the detail object)
accepts the job. Or, for standard objects, create a rule to change the status of a case from “Aw aiting Customer Response“ to
“In Progress” w hen a customer adds a case comment.
● The cross-object field update function may depend on certain critical updates being active. Clic k Your Nam e |Setup | Critical
Updates to see if your organization requires any updates.
● Workflow rules can't be triggered by campaign statistic fields, inc luding individual campaign statistics and campaign hierarchy
statistics. For a list of campaign fields that cannot tr igger w orkflow rules, see Campaign Fields.
● Workflow rules can be triggered any time a record is saved or created, depending on your rule criteria. How ever, rules created
after saving records aren't triggered by those records retroactively.

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● Workflow rules are triggered w hen a standard object in a master-detail relationship is re-parented, even if the object's
evaluation criteria is set to When a record is created, or w hen a record is edited and did not previous ly meet the rule criter ia.
● Workflow rules only trigger on converted leads if validation and tr iggers for lead convert are enabled in your organization.
● Workflow rules on custom objects are automatically deleted if the custom object is deleted.
● You can't package w orkflow rules w ith time tr iggers.
● Workflow rules trigger automatically and are invisible to the user. Alternatively, approval processes allow users to submit
records for approval.
● The order in w hich actions are executed is not guaranteed. Field update actions are executed first, follow ed by other actions.
● You can't create email alerts for w orkflow rules on activities.
● You can't create outbound messages for w orkflow rules on junction objects.
● To create w orkflow rules that update case fields based on new case comments or incoming email messages, choose Case
Comment or Email Message from the Select Object drop-dow n list; Email Message is only available if Email-to- Case or On-
Demand Email-to- Case is enabled. You can only create email message w orkflow rules for field updates, and case comment
workflow rules for field updates, email alerts, and outbound messages. For example, you can create a w orkflow rule so that an
email marked as Is Incoming changes its case's Status from Closed to New .
● Saving or creating records can trigger more than one rule.
● The follow ing actions don't tr igger w orkflow rules:
a. Mass replacing picklist values
b. Mass updating address fields
c. Mass updating divisions
d. Changing the territory assignments of accounts and opportunities
e. Converting leads to person accounts
● Changes you make to records w hile using Connect Offline are evaluated by w orkflow rules w hen you synchronize.
● Salesforce processes any rules in the follow ing order:
a. Validation rules
b. Assignment rules
c. Auto-response rules
d. Workflow rules (w ith immediate actions)
e. Escalation rules

Acronym = VAsAuWe (like Nasau)

● Workflow rules and entry criteria for approval processes and steps respect the user's locale and aren't triggered w hen the user
is in a different language [RMB: I think that ‘language’ should really be ‘time zone’?] than that of the organization.
● If a lookup field references a record that is deleted, Salesforce sets the lookup field to null, and does not run any Apex triggers,
validation rules, w orkflow rules, or roll-up summary fields.

Tip: You can use the Developer Console to debug w orkflow rules. The Developer Console lets you view debug log details and
information about w orkflow rules and actions, such as the name of the user w ho triggered the w orkflow rule and the name and ID of the
record being evaluated.

Time-Dependent Action and Time Trigger Considerations

Available in: Enterprise, Unlim ited, Developer, and Database.com Editions

Leads are not available in Database.com

User Perm issions Needed

To define, edit, or delete tim e-dependent actions and time triggers: “Customize Application”

When creating time-dependent actions and time triggers for w orkflow rules, consider the follow ing:

Defining Time Triggers

● When defining a time trigger, use standard and custom date and date/time fields defined for the object. Spec ify time using
days and hours.
● You can add actions to existing time tr iggers.

Time Trigger Processing

● Time-dependent actions aren't executed independently. They're processed several times every hour, w here they're grouped
together and executed as a s ingle batch. Therefore, any triggers that fire as a result of those grouped actions are also

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executed in a single batch. This behavior can cause you to exceed your Apexgovernor limits if you design your time-based
workflow in conjunction w ith Apex triggers.
● Salesforce evaluates time-based w orkflow on the organization's time zone, not the users'. Users in different time zones may
see differences in behavior.
● Salesforce does not necessarily execute time triggers in the order they appear on the w orkflow rule detail page. Wor kflow
rules list time triggers that use the Before field first, follow ed by time triggers that use the After field.
● Salesforce does not display time-dependent action controls on the w orkflow rule edit page if you set the w orkflow rule
evaluation criteria to Every time a record is created or updated.
● If you change a date field that is referenced by an unfired time trigger in a w orkflow rule that has been evaluated, Salesforce
recalculates the unfired time triggers associated w ith the rule. For example, if a w orkflow rule is scheduled to alert the
opportunity ow ner seven days before the opportunity close date and the close date is set to 2/20/2011, Salesforce sends the
alert on 2/13/2011. If the close date is updated to 2/10/2011 and the time tr igger has not fired, Salesforce reschedules the
alert for 2/3/2011. If Salesforce recalculates the time tr iggers to a date in the past, Salesforce triggers the associated actions
shortly after you save the record.
● If a w orkflow rule has a time trigger set for a time in the past, Salesforce queues the associated time-dependent actions to
execute sometime w ithin the hour, depending on system usage. For example, if a w orkflow rule on opportunities is configured
to send an email alert seven days before the close date and you create an opportunity record w ith the close date set to today,
Salesforce sends the email alert w ithin four hours after you create the opportunity.
● Time-dependent actions remain in the w orkflow queue only as long as the w orkflow rule criteria are still valid. If a record no
longer matches the rule criteria, Salesforce removes the time-dependent actions queued for that record. For example, an
opportunity w orkflow rule may specify:
○ A criteria set to “ Opportunity: Status not equals to Closed Won, Closed Lost.”
○ An associated time-dependent action w ith a time tr igger set to seven days before the opportunity close date.
● If a record that matches the criter ia is created on July 1st and the Close Date is set to July 30th, the time-dependent action is
scheduled for July 23rd. How ever, if the opportunity is set to “ Closed Won” or “Closed Lost” before July 23rd, the time-
dependent action is automatically removed from the queue.
● Salesforce ignores time triggers that reference null fields.
● Time-dependent actions can automatically be queued again if the record is updated and the evaluation criteria is When a
record is created, or w hen a record is edited and did not previously meet the entry criteria. Using the previous example, if the
opportunity status is changed from Closed Lost to Pr ospecting and the w orkflow rule evaluation criteria is When a record is
created, or w hen a record is edited and did not prev iously meet the entry criteria, Salesforce reevaluates the time triggers and
adds the appropr iate actions to the w orkflow queue.
● Deleting a record that has pending actions removes the pending actions from the w orkflow queue. You cannot restore the
actions, even if you undelete the record.
● If the evaluation criteria is Only w hen a record is created, the w orkflow rule evaluates its time triggers only once. If the record
that fired the rule changes to no longer meet the evaluation criter ia, Salesforce removes the pending actions from the queue
and never reapplies the rule to the record.
● You can deactivate a w orkflow rule at any time. If the rule has pending actions in the w orkflow queue, editing the record that
triggered the rule removes the pending actions from the queue. If you don't edit the record, the pending actions are processed
even though the rule has been deactivated.
● Time-based w orkflow rules are not reevaluated if an Apex post trigger w hich is executed as a result of a w orkflow rule or
approval process updates a field so its value no longer meets the time-based w orkflow rule criteria.
● Configuring the Due Date to “Rule Tr igger Date” sets time triggers and w orkflow task due dates relative to w hen the w orkflow
rule evaluation criteria are met. For example, if the task due date is “ Rule Trigger Date plus 10 days” and the evaluation
criteria are met on January 1st, Salesforce sets the task due date to January 11th.
● You can add a new active w orkflow rule w ith time tr iggers in a changeset and deploy it. For an existing w orkflow rule in a
changeset, you can only change time triggers on a w orkflow rule in a changeset if it's inactive. The rule must be activated in
the destination organization manually or through another changeset that only activates w orkflow rules. For example, if you
have an inactive w orkflow rule in your destination organization and your changeset contains an active w orkflow rule w ith the
same name and new or different time triggers, the deploy ment w ill fail because it w ill activate the w orkflow rule first, then try to
add or remove time triggers.

Using Tim e-Dependent Workflow w ith Leads

● You can't convert a lead that has pending actions.
● If Validation and Triggers from Lead Convert is enabled, existing time-based w orkflow actions on leads aren't tr iggered dur ing
lead conversion.
● If a campaign member based on a lead is converted pr ior to the completion of time-based w orkflow actions associated w ith it,
Salesforce still performs the time-based w orkflow actions.

Lim itations

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● Time triggers do not support minutes or seconds.

● Time triggers cannot reference the follow ing:
○ DA TE or DA TETIME fields containing automatically der ived functions, such as TODAY or NOW
○ For mula fields that inc lude related object merge fields
● Salesforce limits the number of time triggers an organization can execute per hour as follow s:
○ Enterprise Edition = 500
○ Developer Edition = 50
○ Unlimited Edition = 1,000
● If an organization exceeds these limits, Salesforce defers the execution of the additional time triggers to the next hour. For
example, if an Unlimited Edition organization has 1,200 time triggers scheduled to execute betw een 4:00 PM and 5:00 PM,
Salesforce processes 1,000 time tr iggers betw een 4:00 PM and 5:00 PM and the remaining 200 time triggers betw een 5:00
PM and 6:00 PM.
● You can't archive a product or pr ice book that has pending actions.
● You can't add or remove time triggers if:
○ The w orkflow rule is active.
○ The w orkflow rule is deactivated but has pending actions in the queue.
○ The w orkflow rule trigger type is set to Every time a record is created or edited.
○ The w orkflow rule is included in a pac kage.

SALESFORCE IS WHICH OF THE FOLLOWING

Select all that apply

A. SALESFORCE AUTOMA TION
B. MA RKETING MA NAGEMENT
C. CUSTOMER SUPPORT MA NA GEMENT
D. CA MPA IGN MA NAGEMENT
…
…
A. SALESFORCE AUTOMA TION
B. MA RKETING MA NAGEMENT
C. CUSTOMER SUPPORT MA NA GEMENT

NOT CAM PAIGN M ANAGEM NET! NOT CAM PAIGN M ANAGEM ENT!

WHICH OF THE FOLLOWING RELA TIONSHIPS A RE CORRECT?

A. LEADS, CONTACTS, A ND OPPORTUNITIES CA N BE ASSOCIA TED TO ONLY ONE CA MPA IGN

B. LEA DS, CONTACTS CA N BE ASSOCIA TED TO SEV ERAL CA MPA IGNS, OPPORTUNITIES CA N HAV E ONLY ONE PRIMARY
CA MPA IGN
C. LEA DS, OPPORTUNITIES CAN BE ASSOCIATED TO SEV ERAL CA MPA IGNS, CONTACTS CAN ONLY HAV E ONE CA MPA IGN
…
…
B. LEA DS, CONTACTS CA N BE ASSOCIA TED TO SEV ERAL CA MPA IGNS, OPPORTUNITIES CA N HAV E ONLY ONE PRIMARY
CA MPA IGN

To be sure, Opportunities can be asso ciated with more than 1 Campaign, but they can only have 1 Primary campaign. Note
the original question omitted the word ‘primary’ from the relationship, indicating that an Opportunity can only have one
campaign, which is clearly wrong.

A WORKFLOW A PPROVAL PROCESS MAY BE USED FOR ALL OF THE FOLLOWING OBJECTS EXCEPT:

A. OPPORTUNITY
B. USERS
C. ASSETS

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D. CONTRA CTS
…
…
B. USERS

Here is the drop-down box from the my Setup | App Setup | Create | Workflow & Approvals | Approval Processes page:

Here is some general information (as an FYI), but I wa s unable to locate the specific object list in Help:

Approval Processes Overview

Available in: Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To use approvals: Various user per missions required depending on the
action

Your business runs more efficiently w ith automated processes. For example, you may already have w orkflow rules that automatically
send email alerts or assign tas ks based on your internal processes. Approvals take automation one step further, allow ing you to specify
a sequence of steps that are required to approve a record.

An approval process is an automated process your organization can use to approve records in Salesforce. An approval process
specifies the steps necessary for a record to be approved and w ho must approve it at each step. A step can apply to all records
included in the process, or just records that have certain attributes. An approval process also specifies the actions to take w hen a
record is approved, rejected, recalled, or first submitted for approval.

For example, your organization may have a tw o-step process for approving expenses: submitted expenses that are less than $50 are
automatically approved, those over $50 must be approved by a manager, and those over $5,000 must also be approved by a Vic e
Pr esident. In this example, your approval process w ould specify the follow ing:
● If an expense record is submitted for approval, loc k the record so that users cannot edit it and change the status to
“Submitted.”
● If the amount is $50 or less, automatically approve the request.
● If the amount is greater than $50, send an approval request to the direct manager.
● If the amount is greater than $5,000 and the first approval request is approved, send an approval request to the Vice
Pr esident.
● If all approval requests are approved, change the status to “Approved” and unlock the record.
● If any approval requests are rejected, change the status to “ Rejected” and unloc k the record.

An approval process inc ludes the follow ing elements:

● A name and description to distinguish it from other approval processes
● Entry criteria if you only w ant records w ith certain attributes to be included
● A designated user w ho can approve requests
● Settings to spec ify w ho, if anyone, can change a record once it has been submitted for approval

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● Any number of steps that deter mine the sequence of actions to take w hen a record matches the criter ia. Each step can have
up to 40 actions, 10 of each type: email alerts, field updates, tasks, and outbound messages.
● Up to 40 additional actions that occur w hen a record is initially submitted
● Up to 40 additional actions that occur w hen a record is approved
● Up to 40 additional actions that occur w hen a record is rejected
● Up to 40 additional actions that occur w hen a record is recalled

To begin des igning your approval processes, see Getting Started w ith Approval Processes.

Creating Approval Processes

Available in: Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To create approval processes: “Customize Application”

An approval process is an automated process your organization can use to approve records in Salesforce. An approval process
specifies the steps necessary for a record to be approved and w ho must approve it at each step. A step can apply to all records
included in the process, or just records that have certain attributes. An approval process also specifies the actions to take w hen a
record is approved, rejected, recalled, or first submitted for approval.

Before you begin, deter mine w hich w izard to use. See Choosing an Approval Process Wizard. To create an approval process:
1. Launch the Approval Process Wizard.
2. Specify Name, Unique Name, and Description.
3. Specify Criteria for Entering Process.
4. Specify Approver Field and Record Editability.
5. Select Email or Chatter Post Notification Template.
6. Configure Approval Request Page Layout.
7. Specify Initial Submitters.
8. Activate the Approval Process.

Launch the Approval Process Wizard

1. Click Your Nam e | Setup | Create | Workflow & Approvals | Approval Processes.
2. Choose the object for the new approval process.
3. Click Create New Approval Process and choose Use Standard Setup Wizard from the drop-dow n button. Alternatively,
click Use Jum p Start Wizard if you w ant to create a basic approval process w ith default settings. For instructions on using
the jump start w izard, see Us ing the Approval Process Jump Start Wizard.

Specify Nam e, Unique Nam e, and Description

1. Enter a name for the new approval process.
2. Enter a unique name, w hich w ill be used to refer to this approval process in the Force.com A PI. In managed packages, this
unique name prevents naming conflicts on pac kage installations. The requirement for uniqueness is only w ithin the selected
object type. You can have tw o approval processes w ith the same unique name, provided they are defined for different objects,
such as one for Campaigns and one for Opportunities. The Unique Name field can contain only underscores and
alphanumeric characters. It must be unique w ithin the selected object type, begin w ith a letter, not include spaces, not end
w ith an underscore, and not contain tw o consecutive underscores.
3. Optionally, enter a description.
4. Click Next. If you are editing an existing approval process and don't w ant to make further changes, clic k Save to store your
changes.

Specify Criteria for Entering Process

If only certain types of records should enter this approval process, do one of the follow ing:
● Select criteria are met if you w ant to set a filter criteria that a record must meet to enter this approval process. For example, if
only employees from headquarters should use this approval process to submit expense reports, enter the follow ing filter
criteria: “ Current User: Office Location Equals Headquarters.” For more information on using filter criteria, see Entering Filter
Criteria.
a. Enter filter criteria for records that you w ant included in this approval process. Leave the filter blank if you w ant all
records submitted to be inc luded in the approval process. For infor mation on using filter criter ia, see Entering Filter
Criteria.
b. Note: Select a current user field if you w ant to filter based on the user submitting an approval request.

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c. Click Next. If you are editing an existing approval process and don't w ant to make further changes, clic k Save to
store your changes.
● Select formula evaluates to true if you w ant a formula to deter mine w hat records enter the approval process.
a. Enter a for mula that returns “ True” or “ False.” A record enters the approval process if the formula returns “ True.” For
example, use the follow ing formula to require a record to enter this approval process w hen the record's discount
approval cutoff date is less than 30 days aw ay:
b. (Discount_Approval_CutoffDate__c < ( CloseDate - 30)
c. Click Next. If you are editing an existing approval process and don't w ant to make further changes, clic k Save to
store your changes.
● For information on using for mulas, see Building For mulas. Some functions are not available in approval process formulas. For
information on w hich functions you can use in approval process formulas, see Operators and Functions.

Specify Approver Field and Record Editability

When you define approval steps, you can assign approval requests to different users. One option is to use a user field to automatically
route these requests. The user field can be any custom hierarchical relationship field such asAccount Manager or the Manager
standard user field. To see some examples of specifying a user field as an approver field, see Examples of Approval Processes.
When a record is in the approval process, it is alw ays locked; only an administrator can edit it. How ever, you can also allow the
currently-assigned approver to edit the record. You can still add campaign members to campaigns locked for approval.
1. From the Next Automated Approver Deter mined By picklist, select a user field if you w ant Salesforce to automatically assign
approval requests to an approver based on the value in the user field. For example, you may w ant approval requests
automatically routed to a user's manager as specified in the Manager standard user hierarchy field. Or, you may w ant
approval requests automatically routed to an associate specified in a custom Account Manager user field.
○ To spec ify a user to approve all approval requests, leave this field blank. You can select a user, or users, as the
approver w hen creating an approval step.
○ Warning: If you leave the Next Automated Approver Deter mined By field blank, you can't automatically assign
approval requests to the manager in any step you create for this approval process.
○ Optionally, select the Use Approver Field of Record Ow ner checkbox if you w ant the approval process to use the
Manager standard user field or a custom field on the record ow ner's user record instead of the submitter's user
record. Once you use this setting in a step, and in subsequent steps, it refers to the manager of the approver, not the
manager of the record ow ner.
2. Note: Make sure the assigned approver has access to read the records for the approval requests. For example, a user w ho
does not have read access to an Expenses custom object w ill not be able to view expense approval requests.
3. Select Administrators ONLY... if you w ant only users w ith the “ Modify All” object-level per mission for the given object, or the
“Modify All Data” per mission, to be able to edit records that are pending approval. Select Administrators OR... if you w ant the
assigned approver to be able to edit the records too. The assigned approver must also have edit access to the record through
both their per missions and the organization-w ide sharing defaults for the given object. When a record is submitted for
approval, it is automatically locked to prevent other users from editing it during the approval process.
4. Click Next. If you are editing an existing approval process and don't w ant to make further changes, clic k Save to store your
changes.

Select Em ail or Chatter Post Notification Tem plate

When an approval process assigns an approval request to a user, Salesforce automatically sends the user an approval request email.
The email contains a link to the approval page in Salesforce, w here the user can approve or reject the request and add comments. If
email approval response is enabled, the user can alternatively reply to the email by typing approve, approved, yes, reject, rejected, or
no in the first line of the email body, and adding comments in the second line. This option is especially useful for users w ho might
receive approval requests on a mobile device.

If your organization has Approvals in Chatter enabled, you can also elect to send your approver a notification v iaChatter.

Note: Chatter post approval notifications are only available for approval processes associated w ith an object that has been enabled for
feed tracking.

If the assigned approver has opted to receive approval notifications as Chatter posts, they'll see a post on theirChatter feed in addition
to getting the approval request email.
1. Choose a custom email template to use w hen notifying approvers that an approval request is assigned to them, or leave this
field blank to use the default email template. Each approval process uses a single email template for all steps. For more
information on creating email templates, see Managing Email Templates.
2. Note: If email approval response is enabled, be sure the email template you use describes how to correctly use both
response options: clicking the link and replying by email. If the user doesn't respond correctly (for example, if the user
misspells approve or types it on the w rong line),Salesforce doesn't register the user's response.

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3. If the email template you choose contains approval merge fields named { !ApprovalRequest.field_name}, these fields w ill
return values only w hen that email template is used as the approval assignment template. If you use the template for any
other email alert action—in either w orkflow rules or approval processes—the merge fields w ill return a null value.
4. If available, choose an approval post template to use w hen notifying approvers via a post in their Chatter feed. If you don't
pick an approval post template, the approval post for the object uses either the system default template or, if you created one,
the default template for the object. For more information on creating approval post templates, see Creating and Editing
Approval Request Post Templates for Chatter.
5. Note: Only users w ith access to the approval record can see the approval request post. Comments on approval posts aren't
persisted to the approval record.
6. Click Next. If you are editing an existing approval process and don't w ant to make further changes, clic k Save to store your
changes.

Configure Approval Request Page Layout

The approval page is w here an approver approves or rejects a request.
1. Select the fields you w ant to display on the approval request page and clic k Add.
2. Sort the fields by selecting them and c licking Up or Dow n.
3. Select Display approval history information... to include the Approval History related list that lists such fields as Date, Assigned
To, Actual Approver, and Comments. To modify the fields displayed on the Approval History related list, see Customizing
Page Layouts.
4. Select Add Approval History Related List... to update all the page layouts for this object to include a related list that allows
users to submit approval requests and track them.
5. Choose a security setting:
6. Allow approvers to access the approval page only from w ithin the application
7. Requires users to log in to Salesforce before approving or rejecting an approval request.
8. Allow approvers to access the approval page only from w ithin the application, or externally from a w ireless-enabled
m obile device
9. Users can approve requests from the email notification they receive via a w ireless device. Note that this prevents the
approver from selecting a Salesforce user as the next approver.
10. Click Next. If you are editing an existing approval process and don't w ant to make further changes, clic k Save to store your
changes.

Specify Initial Subm itters

Specify w hich users are allow ed to submit records for approval. For example, choose Ow ner if expense reports can only be submitted
by record ow ners.
1. Select a Subm itter Type, enter a search term, and click Find.
2. Select from the list of available submitters and click Add.
3. Optionally, select Allow subm itters to recall approval requests to give submitters the option to w ithdraw their approval
requests. If the Allow subm itters to recall approval requests option is selected for the approval process, both submitters
and administrators can see the Recall Approval Request button in the Approval History related list on the detail page of
submitted records; otherw ise, only administrators can see it. When a user clicks Recall Approval Request, the pending
approval request for the record is w ithdraw n and recall actions are run. For more infor mation, see Recall Actions.
4. This option is useful for situations that can change on the submitter's side w hile w aiting for an approval. For example, an
opportunity might be lost after the user submits it for approval.
5. Click Save.
Activate the Approval Process
Activate the process after you have created at least one approval step for the approval process. See Creating Approval Steps.
To activate a process:
1. Click Next. If you are editing an existing approval process and don't w ant to make further changes, clic k Save to store your
changes.
2. Click Activate next to the process.

WHICH OF THE FOLLOWING FEA TURES IS NOT AVAILABLE IN PROFESSIONAL EDITION?

A. BIG DEA L ALERT

B. WORKFLOW
C. A CCOUNT SHARING RULES

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D. MULTI- CURRENCY
…
…
B. WORKFLOW

Bottom line answer comes from the ‘Salesforce Editions and Limits Page’
https://na12.salesforce.com/help/doc/en/limits.htm

Here is the table on Workflow:

● Suffice to say that Workflow and Approval processes are ONLY available for
○ Enterprise
○ Unlimited
○ Developer

THE FORMULA EDITOR MAY BE USED ALL OF THE FOLLOWING PLA CES EXCEPT

A. S-CONTROL
B. FORMULA FIELD
C. DEFA ULT VALUES ON STANDA RD FIELDS
…
…
C. DEFA ULT VALUES ON STANDA RD FIELDS

Answer A: See the S-Control information below (clearly states that you can use the Formula editor)
Answer B: Wouldn’t that be silly ;-)
Answer C: It does not appear as though you can set default values on standard fields to begin with! (Aside from Picklists)

About S-Controls

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

Im portant: S-controls have been superseded by Visualforce pages. After March 2010 organizations that have never created s-controls,
as w ell as new organizations, w on't be allow ed to create them. Existing s-controls w ill remain unaffected, and can still be edited.

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Use s-controls to add your ow n functionality to your Salesforce organization. Whether you are integrating a hosted application of your
ow n or are extending your current Salesforce user interface, use s-controls to store your code or refer to code elsew here.

Custom s-controls can contain any type of content that you can display in a browser, for example a Java applet, an Active-X control, an
Excel file, or a custom HTML Web for m.

S-controls have the follow ing attributes:

Attribute Description
Nam e

Label The text that displays on page layouts for embedded s-controls.

S-Control The unique name for the s-control. This name can contain only underscores and alphanumeric
Name characters, and must be unique in your organization. It must begin w ith a letter, not include spaces,
not end w ith an underscore, and not contain tw o consecutive underscores.

Type Deter mines how you plan to use the s-control:

HTML
Select this option if you w ant to enter the content for your s-control in the Content area.
URL
Select this option if you w ant to enter the link or URL of an external w ebsite in the Content area.
Snippet
Snippets are s-controls that are designed to be included in other s-controls. Select this option if
you w ant to enter the content for your s-control snippet in the Content area. For common uses of
snippets, see Useful S- Controls.

Description Text that describes the s-control. This only displays to administrators.

Content Enter the content or source for your s-control. You can enter up to 1 million characters in this field.
The HTML code defines exactly how your users should view the custom s-control.
● If you are building a for mula in the Advanced Form ula tab or for approvals or rules, such
as w orkflow , validation, assignment, auto-response, or escalation, clic k Insert Field,
choose a field, and click Insert.
● To create a basic formula that passes specific Salesforce data, select the Sim ple
Form ula tab, choose the field type in the Select Field Type drop-dow n list, and choose
one of the fields listed in the Insert Field drop-dow n list.
● Tip: Build cross-object formulas to span to related objects and reference merge fields on
those objects.
● To insert an operator, choose the appropriate operator icon from the Insert Operator drop-
dow n list. Use the examples in Operators and Functions.
● To insert a function, double-click its name in the list, or select it and click Insert Selected
Function. To filter the list of functions, choose a category from the Functions drop-dow n
list. Select a function and click Help on this function to view a description and examples
of formulas using that function.
● To reference a file that you uploaded in the Filename field as part of the custom s-control,
select Custom S- Control from the Select Field Type drop-dow n list, and choose Custom S-
Control URL to get the merge field for it. For a Java applet, you can also use
the{ !Scontrol_JavaCodebase} merge field and the { !Scontrol_JavaArchive} merge field.
● To insert activ ity merge fields, select “ Event” or “ Task” from the Select Field Type drop-
dow n list.

Tip: Internet standards require special encoding for URLs. Salesforce automatically encodes the
text from any merge field you insert into a link. Encode any additional text in your link manually. For
example, to generate the follow ing URL:

http://www.google.com/search?q={ !user.name} Steve Mar k 50%

Use this content:
http://www.google.com/search?q={ !user.name}+Steve+Mark+50%25
Salesforce automatically strips double quotes from URLs w hen the Content Source is URL. If
you need to use double quotes, encode them manually. For example, to generate the URL
http://www.google.com/search?q="salesforce+foundation", use this
content:http://www.google.com/search?q=%22salesforce+foundation%22.

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Filename Upload a file to display w hen you add this custom s-control to a custom link. The file can contain a
Java applet, Active-X control, or any other type of content you w ant. This option only applies to
HTML s-controls.

Pr ebuild In This option keeps the s-control in memory, w hich may improve performance w hen the page is
Page reloaded because the s-control does not have to be reloaded as w ell. This option only applies to
HTML s-controls.

Encoding The default encoding setting is Unicode ( UTF-8). Change it if you are passing infor mation to a URL
that requires data in a different format. This option is available w hen you select URL for theType.

Considerations for S-Controls in Force.com AppExchange Packages

If you are developing Force.com AppExchange packages w ith s-controls or are planning to install a AppExchangepackage w ith s-
controls, you should be aw are of the follow ing limitations:
● For packages you are developing (that is, not installed from AppExchange), you can only add s-controls to pac kages w ith the
default Unrestricted A PI access. Once a package has an s-control, you cannot enableRestricted A PI access.
● For packages you have installed, you can enable access restrictions even if the package contains s-controls. How ever, access
restrictions provide only limited protection for s-controls. Salesforce recommends that you understand the JavaScript in an s-
control before rely ing on access restriction for s-control security.
● If an installed package has Restricted A PI access, upgrades w ill be successful only if the upgraded version does not contain
any s-controls. If s-controls are present in the upgraded version, you must change the currently installed package to
Unrestricted A PI access.

IF YOU ARE A DDED TO A SALES TEA M WITH REA D/WRITE A CCESS YOU THEN HAVE THE ABILITY TO EXTEND SHA RING ON
THE OPPORTUNITY TO OTHER USERS.

A. TRUE
B. FALSE
…
…
B. FALSE

I find no explicit mention of the fact that sales team members can not - in turn - extend sharing on the opportunity to other
user s, but the Sales T eam information in help clearly indicates that the owner of the opportunity is doing all of the
configuration for Sales Team access, so it would stand to reason that members do not have access to do the same.

Sales Teams Overview

Available in: Enterprise, Unlim ited, and Developer Editions

A sales team is a set of users that nor mally w ork together on sales opportunities. A typical sales team might include the account
manager, the sales representative, and a pre-sales consultant.

You can set the sales team for each opportunity that you ow n. You can add sales team members and select w hich role each of them
w ill play on the opportunity (for example., “ Executive Sponsor”). Most importantly, you can specify the level of access that each team
member has to your opportunity. Some team members may need read/w rite access and others may just need read-only access.
You can also set up a default sales team. Your default sales team should include the users that you nor mally w ork w ith on your
opportunities. You have the option to add your default sales team to all of your opportunities automatically.

In a custom list view , you can filter opportunity lists by the sales teams you belong to. When creating or editing a custom list view for
opportunities, select the My Sales Teams filter. In opportunity reports, you can filter opportunities by the sales teams in w hich you are a
member.

Note: Sales teams are not the same as account teams, although they share the same set of available team member roles. Sales teams
work together on opportunities, w hile account teams w ork together on accounts.

Setting Up Team Selling

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Available in: Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To enable team selling: “Customize Application”

To set up team roles: “Customize Application”

Your organization can use team selling for opportunities. Team selling allow s a team of users to share and w ork on an opportunity
together.

1. Click Your Nam e | Setup | Custom ize | Opportunities | Opportunity Team Selling.
2. Click the Enable Team Selling or Disable Team Selling link.
3. Select or deselect the Team Selling Enabled checkbox and click Save. Enabling team selling gives your users access to
create and use sales teams on opportunities.
4. If you are enabling team selling, select the opportunity page layouts that should include the new Sales Team related list and
click Save.

Note: You cannot disable team selling for your organization if team members are referenced in an Apexscript. For example, if a script
references the Team Member field (represented as Opportunity TeamMember in the code), team selling cannot be disabled. For more
information, see Apex Code Overview .

Every member of a sales team has a role that he or she plays for the opportunity, for example, “Account Manager” or “Sales Rep.” You
can customize the sales team roles for your organization:
1. Click Team Roles from the Team Selling Setup page.
2. Edit the existing entries or add new items.
3. Click Save.
If you have changed your sales team roles and w ant to update all existing records, you can use the Replace Team Roles link on the
Team Selling Setup page to globally replace the values in all existing records. See Replacing Pic klist Values for more information.

Note: Opportunity sales teams share roles w ith account teams . So if you remove a sales team role, that role w ill no longer be listed as
an account team role.

THIS IS NOT A QUESTION, BUT A REFRESHER:

WHAT A RE THE STEPS TO INSTALL AN A PP IN A PPEXCA HNGE?

● (AFTER YOU CHOOSE ‘ADD A PPEXCHA NGE A PP’ FROM THE DROPDOWN)
● (AFTER YOU LOCA TE A N A PP AND CLICK ‘GET IT NOW’)
● (AFTER YOU IDENTIFY YOURSELF A ND IDENTIFY WHERE YOU WANT TO INSTALL - I.E. PROD VS SA NDBOX)
● LOGIN
● ACCEPT TERMS A ND CONDITIONS A ND CLICK INSTALL
● REV IEW PACKAGE DETA ILS ( CLICK CONTINUE)
● SET OBJECT / USER / A MINISTRA TIV E PERMISSIONS
● SET SECURITY LEV EL
● INSTALL PA CKA GE
● REV IEW PA CKAGE CONTENTS

Summarized as: Login -> Accept -> Set Permissions - > Set Security -> In stall

A WORKFLOW RULE CA N ONLY BE TRIGGERED WHEN A RECORD IS CREA TED.

A. TRUE
B. FALSE

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…
…
B. FALSE

Notes on Using Workflow Rules

Available in: Enterprise, Unlim ited, Developer, and Database.com Editions

Standard Objects are not available in Database.com

User Perm issions Needed

To view w orkflow rules: “View Setup and Configuration”

To create or change w orkflow rules: “Customize Application”

Consider the follow ing w hen configuring w orkflow rules:

● Each w orkflow rule applies to a single object, such as leads, accounts, or opportunities. For the maximum number of w orkflow
rules allow ed on an object, see Salesforce Editions and Limits.
● For standard objects, w orkflow rules can only perform field updates on the object related to the rule. The exceptions are that
both Case Comments and Email Messages can perform cross-object field updates on Cases. For all custom objects, how ever,
you can create w orkflow actions w here a change to a detail record updates a field on the related master record. Cross-object
field updates only w ork for custom-to-custom master-detail relationships. For example, in a custom recruiting application,
create a w orkflow rule that sets the status of an application (the master object) to “Closed” w hen a candidate (the detail object)
accepts the job. Or, for standard objects, create a rule to change the status of a case from “Aw aiting Customer Response“ to
“In Progress” w hen a customer adds a case comment.
● The cross-object field update function may depend on certain critical updates being active. Clic k Your Nam e |Setup | Critical
Updates to see if your organization requires any updates.
● Workflow rules can't be triggered by campaign statistic fields, inc luding individual campaign statistics and campaign hierarchy
statistics. For a list of campaign fields that cannot tr igger w orkflow rules, see Campaign Fields.
● Workflow rules can be triggered any time a record is saved or created, depending on your rule criteria. How ever, rules created
after saving records aren't triggered by those records retroactively.
● Workflow rules are triggered w hen a standard object in a master-detail relationship is re-parented, even if the object's
evaluation criteria is set to When a record is created, or w hen a record is edited and did not previous ly meet the rule criter ia.
● Workflow rules only trigger on converted leads if validation and tr iggers for lead convert are enabled in your organization.
● Workflow rules on custom objects are automatically deleted if the custom object is deleted.
● You can't package w orkflow rules w ith time tr iggers.
● Workflow rules trigger automatically and are invisible to the user. Alternatively, approval processes allow users to submit
records for approval.
● The order in w hich actions are executed is not guaranteed. Field update actions are executed first, follow ed by other actions.
● You can't create email alerts for w orkflow rules on activities.
● You can't create outbound messages for w orkflow rules on junction objects.
● To create w orkflow rules that update case fields based on new case comments or incoming email messages, choose Case
Comment or Email Message from the Select Object drop-dow n list; Email Message is only available if Email-to- Case or On-
Demand Email-to- Case is enabled. You can only create email message w orkflow rules for field updates, and case comment
workflow rules for field updates, email alerts, and outbound messages. For example, you can create a w orkflow rule so that an
email marked as Is Incoming changes its case's Status from Closed to New .
● Saving or creating records can trigger more than one rule.
● The follow ing actions don't tr igger w orkflow rules:
a. Mass replacing picklist values
b. Mass updating address fields
c. Mass updating divisions
d. Changing the territory assignments of accounts and opportunities
e. Converting leads to person accounts
● Changes you make to records w hile using Connect Offline are evaluated by w orkflow rules w hen you synchronize.
● Salesforce processes any rules in the follow ing order:
a. Validation rules
b. Assignment rules
c. Auto-response rules
d. Workflow rules (w ith immediate actions)
e. Escalation rules
● Workflow rules and entry criteria for approval processes and steps respect the user's locale and aren't triggered w hen the user
is in a different language than that of the organization.
● If a lookup field references a record that is deleted, Salesforce sets the lookup field to null, and does not run any Apex triggers,
validation rules, w orkflow rules, or roll-up summary fields.

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WHICH OF THE FOLLOWING FIELDS CA NNOT BE A CONTROLLING FIELD FOR DEPENDENT PICKLISTS

A. STA NDA RD PICKLIST

B. CUSTOM PICKLIST
C. CUSTOM MULTI-SELECT PICKLIST
D. STANDA RD CHECKBOX
E. CUSTOM CHECKBOX
…
…
C. CUSTOM MULTI-SELECT PICKLIST

Rules of Thumb:
● All fields can be controlling except M ulti-Select Picklist s (too many combinations)
● Only Custom Picklists and Custom M ulti-Select Picklists can be dependent

Here is a SNIP from the training materials (Controlling -> Dependent Fields)

WHEN Y OU HAV E EXCEEDED YOUR GENERAL STORA GE LIMIT, Y OU CA N USE YOUR COMPLIMENTA RY DOCUMENT
STORA GE FOR A DDITIONAL SPA CE.

A. TRUE
B. FALSE
…
…
B. FALSE

Note that the source for this Q&A had the answer as ‘A. True’, but if you read the information below, including the highlighted
information, you will find that the correct answer is ‘B. False’ (validated by Sergio Valle).

General Storage
General Storage is compr ised of your standard and custom object records such as Accounts, Contacts, Cases, Opportunities, Cases,
Activities and so forth. Activities that are older than one year are archived in the system, but still count tow ards your General Storage
usage.

Com plimentary Document Storage

Attachments are files that are explicitly related to records in the system and count tow ards your General Storage limit (e.g. A sales
order in .pdf format attached to an Opportunity). Documents are files that are stored “on” the Documents tab in the system and c ount
tow ards your Complimentary Document Storage limit (e.g. A generic sales methodology presentation in .ppt for mat).

Attachments vs. Documents

Once your Complimentary Document Storage limit has been exceeded, your General Storage w ill automatically be used for new ly
added documents. How ever, the reverse is NOT true – once you have exceeded your General Storage limit, your Complimentar y
Document Storage w ill NOT be available for new ly added records.

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A quick and easy way to reduce your General Storage usage is to move a handful of large attachments to the Documents tab.

Several options are available to help you manage your data to ensure you do not exceed your Storage Usage Limits.

Purchase Additional Storage

Additional Storage can be purchased in 50MB and 500MB blocks and activated immediately. Contact your account executive for
additional infor mation.

Mass Delete Records (up to 250 at a time)

Before mass deleting records, it is highly recommended that you archive a copy of the data to be deleted, should you need to restore
records in the future. Always test mass deletions on a small sample of test records first. It is also strongly advised to request a weekly
export of your data for backup purposes. The weekly export service is included with Enterprise and Unlimited Editions, and available for
an additional cost with Professional Edition. Please contact your account executive for more information.

Some examples of records you might w ant to mass delete include:

● Dead opportunities or opportunities w ith no activity in the past 12 months
● Unconverted leads w ith no activity in the past 12 months
● Accounts w ith no activity in the past 3 years
● Archived tasks and events older than 5 years
● Closed cases older than 5 years
● Expired solutions
You can mass delete Accounts, Leads, Activities, Contacts, Cases, Solutions and Products – up to 250 records at a time – using the
Mass Delete Records function w ithin the application.

Setup | Administration Setup | Data Management | Mass Delete Records

Mass Delete Application (FREE on the AppExchange for Enterpr ise and Unlimited Editions)
This application adds custom buttons to list view s to allow mass deletions of the object mentioned above, plus campaigns,
opportunities, opportunity products, contracts, and assets.
http://www.salesforce.com/appexchange/detail_overview .jsp?Nav Code__c=&id=a03300000033CsnAAE

Mass Delete Records (up to 50,000 at a tim e) using the Excel Connector and AppExchange Data Loader
For large volumes of data, you can mass delete standard and custom object data using the Excel Connector (in Professional,
Enterprise and Unlimited Editions) or the AppExchange Data Loader ( in Enterprise and Unlimited Editions). Both are desktop
integration tools that can be used to create extract files in Excel. You can sort and filter the records (typically by Date or Create Date)
and use the same file to mass delete records from Salesforce.com.

Excel Connector
http://blogs.salesforce.com/features/2006/05/excel_connector.html
(Excel limit of approximately 67K records per w orksheet; use multiple w orksheets if necessary)

Data Loader http://blogs.salesforce.com/features/2006/03/appexchange_dat.html

(up to 50K records at a time; use multiple extract files if necessary)

If you plan on extracting and deleting an extremely large volume of records (+250K), consider requesting a Data Export and hav ing
Salesforce.com generate the extract files for you to save time.

Delete Attachments
You can view a list of your largest attachments and dr ill dow n on the ones you w ish to delete by view ing your Storage Usage.

Setup | Administration Setup | Data Management | Storage Usage

(see Overall Top Files by Storage Utilization) and manually delete files.

Mass Delete Attachments Using Attachment Manager Application

(FREE on the AppExchange for Enterprise and Unlimited Editions)
Use this application to view , sort, filter and delete multiple attachments w ithin the application.
http://www.salesforce.com/appexchange/detail_overview .jsp?Nav Code__c=&id=a03300000032f0RAAQ

Mass Delete Attachments using the Excel Connector and AppExch ange Data Loader

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The Excel Connector and AppExchange Data Loader do not support the extraction of attachments, simply the ability to create a list of
attachments to be deleted in bulk. As such, you cannot archive attachments to be deleted using these tools. The Weekly Export
Service is recommended to extract attachments for archiving.

You can use the Excel Connector and AppExchange Data Loader to delete a large volume of attachments at once. Attachments are
simply treated as another object in the system that can be manipulated us ing these tools.

Mass Delete and Archive Case Attachments

You can archive and delete attachments associated to Cases, using the Case Detachifier ( EE only). This is FREE application that
allows you to delete case attachments w hether they are attached to the case itself or to emails related to the case. This is an extremely
effective and easy-to-use tool, how ever as the name suggests, the application only applies to Cases at this time.
http://www.salesforce.com/appexchange/detail_overview .jsp?Nav Code__c=&id=a0330000002f60QAAQ

Storing Attachments Locally

You can also store files locally on your computer or netw ork folder and create a custom link from Salesforce.com pointing to that
netw ork folder or specific file. For example, you could create a custom link on the account page layout pointing to your netw ork folder
where account related files are stored. This assumes the user has the appropr iate connectivity and author ity to access your network
while using Salesforce.com.

Docum ent Management

Other partner applications exist to help w ith your long ter m document management strategy. These apps help you store, manage and
share documents to communicate w ith your users, customers and partners alike. New applications are added often. You can always
view the latest document management applications by visiting www.appexchange.com and simply searching the phrase “document
management”.

Docum ent Management

http://www.salesforce.com/appexchange/category_list.jsp?Nav Code__c =a0130000006P6IoAAK-63&

Summ ary
The follow ing table summarizes the options discussed for managing your data.

Professional Enterprise/ Additional Data Volume

Ed ition Unlim ited Cost?
Ed ition

GENERAL :

Purchase Yes Yes Yes High

additional storage

Weekly Data No Yes Yes (in PE) Any

Export Service
(for archiving)

RECORDS:

Manual deletions Yes Yes No Low

Mass Delete Yes Yes No Medium

Records

Mass Delete No Yes No Medium

application

Mass deletions and Yes Yes No High

archiving us ing
Excel Connector

Mass deletions and No Yes No High

archiving records
using Data Loader

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ATTACHM ENT S:

Manual deletions Yes Yes No Low

Mass deletions No Yes No Medium

using Attachment
Manager
application

Mass deletions Yes Yes No High

using Excel
Connector

Mass deletions No Yes No High

using Data Loader

Mass deletions and No Yes No High

archiving us ing
Case Detachifier

Storing locally and Yes Yes No Medium/High

accessing via
custom link

Document Varies Yes Varies Medium/High

Management
applications on
AppExchange

Monitoring Resources

Available in: All Editions

User Perm issions Needed

To view storage usage: “Manage Users”

Storage is divided into tw o categories: data storage and file storage.

File storage includes files in attachments, the Documents tab, the Files tab, the File field, Salesforce CRM Content, Chatter (including
user photos), and Siteforce assets.

Data storage includes the follow ing:

● Accounts
● Article types (format: “[Article Type Name]”)
● Article type translations (format: “[Article Type Name] Version”)
● Campaigns
● Campaign Members
● Cases
● Case Teams
● Contacts
● Contracts
● Custom objects
● Email messages
● Events
● Forecast items
● Google docs
● Ideas
● Leads
● Notes
● Opportunities

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● Quotes
● Quote Template Rich Text Data
● Chatter: Feed posts and tracked changes
● Solutions
● Tags: Tag applications
● Tags: Unique tags
● Tasks

Data storage and file storage are calculated asynchronously, so if you import or add a large number of records or files, your
organization’s storage usage w ill not be updated immediately.

Storage Capacity
Each Edition includes a minimum amount of data storage and file storage. Professional, Enterprise, and Unlimited Editions receive a
per-user storage amount multiplied by the number of users in the organization, w ith the caveat that if this number is less than the
minimum storage amount for the edition, the larger ‘minimum’ amount numer is used. Us ing data storage as an example, an Enterprise
Edition organization w ith 600 users w ould receive 12,000 MB (12 GB) of data storage, because 20 MB per user multiplied by 600 users
is 12,000 MB. A s maller organization, for example a Professional Edition organization w ith 20 users, w ould receive 1 GB of data
storage because 20 MB per user multiplied by 20 users is only 400 MB, w hich is less than the 1 GB minimum allotted to all Pr ofessional
Edition organizations.

The values in the Storage Allocation Per User License column below apply to Salesforce and Salesforce Platformuser licenses.

Note: The only feature license that provides additional storage is Salesforce CRM Content User. EachSalesforce CRM Content User
license prov ides an additional 512 MB of file storage, w hetherSalesforce CRM Content is enabled or not, bringing the total file storage
allocation per user to 612 MB. To find out w hether your organization has Salesforce CRM Content enabled, contact your adminis trator.

Salesforce Edition Data Storage Minim um File Storage Minim um per Storage Allocation Per
per Organization Organization User License

Personal 20 MB (approximately 20 MB N/A

10,000 records)

Contact Manager 1 GB 11 GB 20 MB of data storage and

612 MB of file storage

Group 1 GB 11 GB 20 MB of data storage and

612 MB of file storage

Pr ofessional 1 GB 11 GB 20 MB of data storage and

612 MB of file storage

Enterprise 1 GB, plus 5 MB for 11 GB 20 MB of data storage and

eachGold Partner license 612 MB of file storage

Unlimited 1 GB, plus 5 MB for 11 GB 120 MB of data storage and

eachGold Partner license 612 MB of file storage

Developer 5 MB 20 MB N/A

If your organization uses custom user licenses, contact salesforce.com to deter mine if these licenses provide additional storage. For a
description of user licenses, see View ing User License Types.

View ing Storage Usage

To view your organization’s current storage usage click Your Nam e | Setup | Data Managem ent | Storage Usage. You can view the
available space for data storage and file storage, the amount of storage in use per record type, the top users according to storage
utilization, and the largest files in order of size. To view what types of data a particular user is storing, click that user ’s name.
In all Editions except Personal Edition, administrators can view storage usage on a user-by-user basis:
1. Click Your Nam e | Setup | Manage Users | Users.
2. Click the name of any user.
3. Click View next to the Used Data Space or Used File Space fields to view that user’s storage usage by record type.
Individual users can view their ow n storage usage in their personal infor mation (see Editing Your Personal Information).

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Increasing Storage
When your organization has reached its storage limit, you w ill not be able to create any new data or upload new files. To reduce your
storage usage, try to delete any outdated leads or contacts and remove any unnecessary attachments. In Salesforce CRM Content,
delete files to reduce your storage limit.
To increase your storage limit, you can purchase additional storage space, or in Professional, Enterpr ise, and Unlimited Editions, you
can also add user licenses. See Adding or Subtracting User Licenses.

Storage Considerations
Take the follow ing into consideration w hen planning your storage needs:
● Person accounts count against both account and contact storage because the A PI considers each person account to consist
of one account as w ell as one contact.
● Archived activities count against storage.
● Nothing that is deleted counts against storage.
● Active or archived products, price books, price book entr ies, and assets do not count against storage.

TO MAKE A FIELD REQUIRED, WHICH OF THE FOLLOWING IS USED) ( PICK THE BEST POSSIBLE A NSWER)

A. PA GE LAYOUT
B. FIELD LEV EL SECURITY
C. PROFILE
D. BOTH PA GE LAYOUT A ND FIELD LEV EL SECURITY
…
…
A. PA GE LAYOUT

Rules of Thumb:
● Field-Level Security controls access to view/edit
● Page Layout controls layout, visibility, access ( subject to field-level security) and required-fields

Overview of Page Layouts and Field-Level Security

Page layouts and search layouts available in: All Editions

Field- level security available in: Enterprise, Unlim ited, and Developer Editions

Use field-level security to control the access that users have to certain fields. Additionally, use page layouts to control the layout and
organization of detail and edit pages in Salesforce, the Self-Service Portal, and the SalesforceCustomer Portal. Customize search
layouts to change w hich fields display in search results and the buttons that display on list view s.

Im portant: While you can use page layouts to hide fields from detail and edit pages, be aw are that users may still be able to access
those fields by other means, including reports, search results, list view s, and the A PI. Use field-level security to restrict all means of
accessing a field. Field-level security doesn't prevent searching on the values in a field. To set up your organization to prevent users
from searching and retrieving records that match a value in a field hidden by field-level security, contact salesforce.com Customer
Support.

Field-Level Security
● Restrict users’ access to view and edit fields by any means, including reports, search results, list view s, related lists, email
and mail merge templates, custom links, Connect Offline, the A PI, and w hen synchronizing data or importing personal data.
● Override any less-restrictive field access settings in page layouts and mini page layouts.
● For example, if a field is required in the page layout and read only in the field-level security settings, the field-level security
overrides the page layout and the field w ill be read only for the user.
● Override less-restrictive field settings in search layouts.
● For example, if a field is visible in the search layout but hidden for certain users via the field- level security settings, the field-
level security overrides the search layout and the field w ill be hidden for those users.

Page Layouts
● Control the layout and organization of detail and edit pages
● Control w hich fields, related lists, and custom links users see, on detail and edit pages only
● Control w hich standard and custom buttons display on detail pages and related lists

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● Deter mine w hether fields are visible, read only, or required, on detail and edit pages only
● In Personal, Contact Manager, Group, and Pr ofessional Editions, control w hich fields users can access in related lists, list
views, reports, Connect Offline, email and mail merge templates, custom links, and w hen synchronizing data or importing
personal data
● In Professional, Enterprise, Unlimited, and Developer Editions, deter mine some aspects of mini page layouts, including record
type and profile associations, related lists, fields, and field access settings. The visible fields and related lists of the mini page
layout can be further customized, but the other items inher ited from the associated page layout cannot be changed on the
mini page layout itself. Mini page layouts display selected fields and related lists of records in the mini view of the console.
See Console Tab Overview for more information.

Note: To automatically add a field to all page layouts and make it visible and required everyw here regardless of field-level security,
make it a universally required field.

WHAT TY PE OF INFORMA TION CA NNOT BE SHOWN WITH A N S- CONTROL DA SHBOA RD COMPONENT?

A. COMBINATION OF TWO OTHER DASHBOA RD COMPONENTS

B. EXTERNAL FEED OF DA TA
C. DA TA WA REHOUSE INFORMA TION
D. FLASH REPRESENTA TIONS OF DA TA
…
…
B. EXTERNAL FEED OF DA TA

I find no mention of this in the Online Help, though I did find mention of the use of an S-Control for a data source. Given that
S-Controls were phased out in March/2010, I see no value in further research. I imagine that the potential for a ‘drill down to’
would preclude the use of external data, but am just guessing.

Custom izing Dashboards

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To create, edit, and delete dashboards: “Run Reports” AND “ Manage Dashboards”
To create, edit, and delete dynam ic dashboards: “Run Reports” AND “ Manage Dynamic
Dashboards”

Dashboard builder is a drag-and-drop interface for creating and modifying dashboards. To optimize screen real estate, dashboar d
builder uses a compressed page header. To view your application tabs, simply close the builder or click the Salesforce logo.
To customize a dashboard, view it and click Ed it. Dashboard builder has the follow ing controls:

Dashboard-Level Controls
● Save or close the dashboard. You lose your changes if you close or navigate aw ay from the dashboard builder w ithout saving
first.
● Click Dashboard Properties to change the title, unique name, folder, and component settings.
● View or set the running user for the dashboard.
● Click the text field at the top of the dashboard to add a description.

Colum n-Level Controls

● Click to add a new column. Dashboards can have up to three columns.
● Click for a column to delete it. Dashboards must have at least tw o columns. Before removing a column, move its
components to another column; otherw ise, they may not be vis ible.
● Select Narrow , Medium , or Wide in the drop-dow n to set a column's w idth.
● Note: If your component is a pie or donut chart w ith Show Values or Show Percentages enabled andLegend Position set to
Right, the dashboard column w idth must be Wide for values and percentages to show on the dashboard.

Com ponent-Level Controls

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● Add components by dragging a component type onto a column, then dropping a data source (report, s-control, or Visualforce
page) onto it. You can also drop the data source first, then drop a component type onto it. To change the type or source,
simply drop a different one onto the component.
● To hone in on the right data source, use Quick Find and the Recent, My, and All filters.
● Each component must have a type and a data source. For Visualforce components, the data source must be aVisualforce
page. If the dashboard has a filter, the data source must contain the filter field or an equivalent. If it doesn't, the filter may be
invalidated.
● Note: Each folder can display up to 200 data sources. If you have more than 200, use Quick Find or filters to narrow the list.
Some custom forecast and lead reports aren't available for dashboards.
● Drag and drop to rearrange components. Grab components by the header bar and drag them to the right location on the
dashboard.
● Click to open the component editor.
● Click for a component to remove it from the dashboard.
● Click for a data source to remove it from the component.
● Click component header, title, and footer fields to edit them.
● Optionally, for filtered dashboards, choose a different field in the Filtered By drop-dow n.

Note
● Hover details and drill-dow n aren't available w hile editing a dashboard. To use these functions, go to the dashboard view
page.
● Enter metric labels directly on components by clicking the empty text field next to the grand total.
● Metric components placed directly above and below each other in a dashboard column are displayed together as a s ingle
component.

A NEW LIST V IEW CA N BE CREA TED FROM WITHIN THE CONSOLE

A. TRUE
B. FALSE
…
…
B. FALSE

Rule of Thumb: The console is where you assemble things, not create them.

The console is a tab that combines a list view and related records into one screen w ith different frames so that users have all the
information they need w hen interacting w ith Salesforce. By using the console, users can quickly find, view , and edit records, such as
cases, accounts, and contacts, w ith few er clicks and w ithout sw itching back and forth betw een screens. Administrators choose the
information displayed in the console to accommodate your varied and evolving business needs.

Rev iew the follow ing terminology used to describe the components of the Console tab:

Fram es
Separate sections of the console, each display ing a different record, list view , or other page.

List View
The console's top frame, w hich is a list view of records based on specific criteria. The list view s you can select to display in the Console
tab are the same list view s defined on the tabs of other objects. You cannot create a list view within the console.

Detail View
The Console tab's center frame, w hich is the detail page view of any record selected from any of the console’s other frames. The detail
view displays the same page layouts defined for the object’s detail pages. When a record is displayed in the detail v iew , it is highlighted
in the list view .

Mini View
The Console tab's right frame w hich displays the records associated w ith the record displayed in the detail view . The fields displayed in
the mini view are defined in the mini page layouts by an administrator. The mini view does not display if the record in the detail view
does not have any records associated w ith it.

Sidebar
The console's left frame, w hich displays recent items, the Recycle Bin, and other components, just like the sidebar displayed on every
Salesforce page. To show or hide the s idebar in the console, click the border of the left frame.

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Related Objects
Records chosen by an administrator to display in the mini view when records of a particular type are show n in the detail view . For
example, w hen a case is in the detail view , an administrator can choose to display an associated account, contact, or asset in the mini
view .

Mini Page Layouts

A subset of the items in a record's ex isting page layout that administrators choose to display in the mini view . Mini page layouts inherit
record type and profile associations, related lists, fields, and field access settings from the page layout.

Console Layout
Objects chosen by an administrator to display in the list view frame of the Console tab. For example, if an administrator adds cases to a
console layout, then users w hose profiles are assigned to that console layout can see list views of cases in the console's list view
frame.

How is the Console tab different from other tabs in Salesforce?

The Console tab is just like other tabs in Salesforce except that the console can display records from several differentSalesforce tabs
all on one Console tab. This allow s you to have all the infor mation you need on one tab w hen interacting w ith Salesforce. By using the
Console tab, you can quickly find, view , and edit records, such as cases, accounts, and contacts, w ith few er clicks and w ithout
sw itching back and forth betw een screens.

What com ponents m ake up the console?

The Console tab contains four components view ed by users:
● List View
● Detail View
● Mini View
● Sidebar

Administrators customize w hat displays on the console's list view , detail view , and mini view by configuring console layouts, related
objects, and mini page layouts.

How do I view the console?

You can view the console by clic king the Console tab. You can only access the Console tab if your administrator has assigned y our
user profile to a console layout and set your Console tab visibility setting to either Default On or Tab Hidden. If your Console tab
visibility setting is set to Tab Hidden, then you can customize your display to see the Console tab.

Why do I only see the list views of certain objects in the console?
The list view s of objects you can display in the console are defined by your administrator in the console layout assigned to your user
profile.

Can I create list views from w ithin the console?

No. The list view s you can select to display in the Console tab are the same list view s defined on the tabs of other objects - e.g. they
are re-used. You cannot create a list view w ithin the console.

Can I view m ore than one Console tab?

No. You can only view one Console tab. How ever, your administrator can customize many different console layouts to display a variety
of objects in the console's list view , and then assign those console layouts to different user profiles to satisfy business needs for
different users.

Is the console the same thing as the Service Cloud console?

No. The Service Cloud console improves on the Console tab by letting you:
● Work w ith few er clicks and less scrolling
● Limit sw itching betw een pages
● Easily spot important fields on records
● See records and their related items as tabs on one screen so that you never lose context or navigate too far from a record
● Jot notes on each record in an interaction log
● Solve cases by quickly scanning Salesforce Know ledge articles
● Access a SoftPhone for Salesforce CRM Call Center in a footer instead of a sidebar

ALL OF THE FOLLOWING A RE DEFA ULT ACCOUNT RECORD TY PES WITH CLIENT MA NA GEMENT EXCEPT:

A. ACCOUNT TAB DEFA ULT

B. BUSINESS ACCOUNT DEFA ULT
C. PERSON A CCOUNT DEFA ULT

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D. PA RTNER A CCOUNT DEFA ULT

…
…
D. PA RTNER A CCOUNT DEFA ULT

Not researched. I just figured that Account + Bu siness Account + Per son Account were similar, with Partner Account as the
odd man out

YOU MUST BE A USER OF SALESFORCE.COM IN ORDER TO RECEIV E A N EMA IL NOTIFICA TION IN THE CASE ESCALATION
PROCESS

A. TRUE
B. FALSE
…
…
B. FALSE

Not researched. I just figured that Execs or even Cu stomer Contacts may be looped in, and the constraint of being a
Salesforce.com user would be too burdensome.

IF A LEA D IS CONV ERTED WITHOUT A VALUE IN THE COMPA NY FIELD, WHAT HA PPENS?

A. A BUSINESS A CCOUNT IS CREA TED

B. A PERSON A CCOUNT IS CREA TED
C. Y OU WILL BE PROMPTED TO DECIDE WHETHER TO CREA TE A PERSON OR A BUSINESS A CCOUNT
D. NOTHING
…
…
B. A PERSON A CCOUNT IS CREA TED

Converting Leads

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To convert leads: “Create” and “ Edit” on leads, accounts, contacts, and

opportunities
AND
“Convert Leads”
AND
“Read” on any related campaigns

When you convert a lead, Salesforce creates a new account, contact, and, optionally, an opportunity using the infor mation from the
lead. Any campaign members are moved to the new contact and the lead becomes read only. If an existing account and contact have
the same names as those specified on the lead, you can choose to update the ex isting account and contact. Information from the
lead is inserted only into blank fields; Salesforce does not overwrite exi sting account and contact data.

All open and closed activities from the lead are attached to the account, contact, and opportunity. You can assign the ow ner of the
records, and schedule a follow -up task. When you assign a new owner, only the open activities are assigned to the new ow ner. If you
have custom lead fields, that infor mation can be inserted into custom account, contact, or opportunity fields. Converted leads can't be
view ed, although they appear in lead reports. Salesforce updates the Last Modified Date and Last Modified By system fields on
converted leads w hen picklist values included on converted leads are changed.

To convert a lead:
1. From the lead detail page, clic k Convert.
2. Optionally, change the ow ner of the new records. This reassigns all notes, attachments, and open activities to the new ow ner
but does not change closed activities. Select the Send Email to the Ow ner checkbox to send an automated email to the new

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ow ner. Note: If you have a tr igger set to fire w hen new records are created, the trigger temporar ily assigns a system user as
the ow ner of the created records. After the trigger finishes, the ow ner is set to the lead ow ner.
3. In the Account Name field, select a new account or search for an existing account. Click View to open a printable view of the
existing account. Information from the lead is inserted only into blank fields; it will not overwrite exi sting account data.
4. If you are updating an existing person account, select the checkbox if you w ant to overw rite the Lead Source field in the
person account w ith the value from the lead.
5. In the Opportunity Name field, enter a name for the new opportunity, or select the Do not create a new opportunity upon
conversion checkbox if you do not w ant to create an opportunity.
6. In the Converted Status picklist, select a status for the converted lead. Choices include statuses marked as “converted” by
your administrator.
7. Optionally, fill in the follow ing fields to schedule a follow -up task that is automatically assigned to the record ow ner:
○ Subject—Subject or short description of the task, for example, “ Email quote to customer.” You can enter a subject, or
select from a pic klist of previously defined subjects.
○ Due Date (optional)—Date w hen the task should be completed. You can enter a date, or choose a date from the
calendar that displays w hen you put your cursor in the field.
○ Comments (optional)—Text note describing the task. This field can hold up to 32KB of data.
○ Status—Current status of task, for example, Not Started or Completed. ( Picklist selections can be customized by your
administrator.)
○ Pr iority—Urgency of the task, for example, Low , Medium, or High. ( Picklist selections can be customized by your
administrator.)
○ Send Notification Email (optional)—Select this checkbox to send a notification about this task to the assignee.
○ Reminder (optional)—Select this checkbox to schedule a reminder for this task.
8. Click Convert.
9. If a duplicate contact exists, choose w hether to create a new contact or update the existing contact. Information from the lead
is inserted only into blank fields; it w ill not overw rite existing contact data.
10. When updating an existing contact, chec k the box if you w ant to overw rite the Lead Source field in the contact w ith the value
from the lead.
11. Click Convert to finish.

All notes and attachments from the lead are converted and attached to the new account and contact. All open activities and activ ity
history from the lead are converted and attached to the new account, contact, and opportunity. The converted lead record can no longer
be view ed, although it does contribute data to reports.

Tip: Alternatively, you can also convert a lead by clicking Find Duplicates from the leads home page. See Merging Duplicate Leads for
more information about converting a lead using the merge utility.

Notes on Converting Leads

● Conversion impact on w orkflow :
○ You cannot convert a lead that is associated with an active approval process or has pending workflow
actions. For more infor mation, see Managing Approval Processes and Managing Workflow Rules.
○ Converting a lead to a person account cannot trigger workflow rules.
○ If validation and triggers for lead convert are enabled in your organization, then converting a lead can trigger
a workflow action on a lead. For example, if there is an active w orkflow rule that updates a lead field or transfers
the ow ner of a lead, that rule can trigger w hen the lead is converted, even if the lead is no longer visible on the Leads
tab as a result of the conversion. Note that if a w orkflow rule creates a new task as a result of a lead conversion, the
task is assigned to the new ly created contact and related to the associated account or opportunity. For more
information, see Customiz ing Lead Settings.
○ When a lead is converted by someone w ho isn't the lead ow ner, all w orkflow tasks associated w ith the lead that are
assigned to that user, except email alerts, are reassigned to the lead ow ner. Workflow tasks assigned to users other
than the lead ow ner and lead converter are not changed.
● Conversion impact on campaigns:
○ If the lead matches an existing contact and both records are linked to the same campaign, the campaign member
status is deter mined by w hichever is further along in the lifecycle of the campaign. For example, if the lead member
status is “sent” and the contact member status is “responded,” the responded value is applied to the contact.
○ Related campaign information is alw ays associated w ith the new contact record regardless of the user's sharing
access to the campaign.
○ When more than one campaign is associated w ith a lead, the most recently associated campaign is applied to the
Pr imary Campaign Source field on the opportunity regardless of the user's sharing access to the campaign.
● Conversion impact on standard and custom lead fields:
○ The system automatically maps standard lead fields to standard account, contact, and opportunity fields (see Lead
Conversion Mapping).

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○ For custom lead fields, your administrator can specify how they map to custom account, contact, and opportunity
fields (see Mapping Custom Lead Fields).
○ The system assigns the default picklist values for the account, contact, and opportunity w hen mapping any standard
lead picklist fields that are blank. If your organization uses record types, blank values are replaced w ith the default
picklist values of the new record ow ner.
● When a lead is converted, Chatter feed posts a ssociated with the lead aren’t migrated. The lead posts are no longer
available in the Chatter feed.
● Dur ing lead convert, Apex triggers are fired and universally required custom fields and validation rules are enforced only if
validation and triggers for lead convert are enabled in your organization.
● Salesforce ignores lookup filters w hen converting leads if the Enforce Validation and Tr iggers from Lead Convert chec kbox on
the Lead Settings page is deselected.
● If the lead has a record type, the default record type of the user converting the lead is assigned to records created during lead
conversion.
● The default record type of the user converting the lead deter mines the lead source values available during conversion. If the
desired lead source values are not available, add the values to the default record type of the user converting the lead.
● Your organization can set its ow n guidelines for deter mining w hen a lead is qualified, but typically, you w ill w ant to convert a
lead as soon as it becomes a real opportunity that you w ant to forecast.
● If you are using local lead names, the Company Name (Local) on the lead w ill automatically map to the Account Name (Local)
along w ith their associated standard name fields.
● If your organization uses div isions, the new account, contact, and opportunity are assigned to the same division as the lead. If
you update an existing account during lead conversion, the account’s division is not changed, and the new contact and
opportunity inherit the account’s division.
● If your organization uses territory management, the new account is evaluated by account assignment rules and may
be assigned to one or more territories. If the rules assign the account to exactly one territory, then the opportunity
will also be assigned to that territory. If the rules assign the account to multiple territories, then the opportunity is
not assigned to any territory.
● If your organization uses person accounts, you can convert leads to either person accounts or business accounts. Leads w ith
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 w ith a blank Company field using the Force.com A PI. Leads w ith
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.
● As a best practice, w e recommend that you use different lead record types and page layouts to differentiate leads that w ill be
converted to person accounts from those that w ill be converted to business accounts. In particular, remove the Company field
from the page layouts of leads that w ill be converted to person accounts, and make the Company field required on the page
layouts of leads that w ill be converted to business accounts.
● If your organization uses Salesforce to Salesforce: When you convert a lead, Salesforce to Salesforceinactivates the shared
record and updates the External Sharing related list in your connection's lead record w ith an Inactive (converted) status. Due
to inactivation of the shared record, changes to the Lead Status dur ing conversion aren't reflected in your connection's lead
record.
● When you convert a lead into a ex isting account, you don’t automatically follow that account. How ever, when you convert the
lead into a new account, you automatically follow the new account, unless you disabled feed tracking for accounts in your
Chatter settings.

WHICH OF THE FOLLOWING BEST DESCRIBES THE OPPORTUNITY STA GE HISTORY RELA TED LIST?

A. BY DEFA ULT THE LIST SHOWS ALL CHANGES MA DE ON THE OPPORTUNITY RECORD
B. THE LIST TRA CKS STA GE, A MOUNT, PROBABILITY, AND CLOSE DATE CHA NGES
C. THE LIST CA N BE CUSTOMIZ ED TO SHOW CHA NGES TO SPECIFIC FIELDS ON THE OPPORTUNITY
D. NONE OF THE ABOV E
…
…
B. THE LIST TRA CKS STA GE, A MOUNT, PROBABILITY AND CLOSE DA TE CHANGES

Here is a screen shot an opportunity in my test ORG:

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Stage History

Available in: All Editions that signed up pr ior to Summer '09

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions that s igned up during or after Summer '09
Not Available in Database.com

User Permissions Needed

To view opportunity stage history:

“Read” on opportunities

The Stage History related list of an opportunity detail page tracks the changes in status for that opportunity. Any time you change
the A mount, Probability, Stage, or Close Date for the opportunity, a new entry is added to the list w ith the name of the person that made
the change and a date stamp.
For information on tracking changes to any standard or custom field on an opportunity, see Opportunity Field History. For information
on tracking changes in status for standard and custom opportunity fields using reports and dashboards, see Setting Up Analytic
Snapshots.

AN A PPROVAL PROCESS BEGINS WHEN A RECORD IS:

A. CREA TED
B. SAV ED
C. EDIT ED
D. SUBMITTED FOR A PPROVAL
…
…
D. SUBMITTED FOR A PPROVAL

Approval Process Considerations

Available in: Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To use approvals: Various user per missions required depending on the

action

Before you implement an approval process for your organization, consider the follow ing:
● Active approval processes cannot be deleted but they can be deactivated. Before deleting an approval process, make sure it is
inactive and that no records have been submitted for approval. If any records have been submitted, delete them and remove
them from the Recycle Bin.
● You can enable email approval response. The email approval response feature gives users the ability to approve or reject
email approval requests by replying to the email.
● After an approval process is activated, you can't add, delete, or change the order of the steps or change reject or skip behavior
for that process, even if you make the process inactive.
● There is a limit of 15 steps per process.

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● There is a limit of 25 approvers per step.

● If you make your approval object a detail object in a master-detail relationship, the Ow ner field isn’t available for approval page
layouts or approval post templates.
● Educate your users on the criteria for each approval process and w hat each of your approval processes does. Users cannot
tell w hat approval process is triggered w hen they click Subm it for Approval.
● Records are locked w hile in an approval process. The ability to edit a locked record depends on the record editability setting of
the approval process:
○ Administrators ONLY: Only users w ith the “ Modify All” object-level per mission for the given object, or the “ Modify All
Data” per mission, can edit locked records.
○ Administrators or the currently assigned approver...: The current approver and users w ho match the Administrators
ONLY criteria can edit locked records. The current approver must also have edit access to the record through their
per missions and the organization-w ide sharing defaults for the given object.
● You can still add campaign members to campaigns loc ked for approval.
● An error message displays for the user submitting an approval request if the approval request needs to go to the user's direct
manager and there is no direct manager for that user.
● An error message displays for the user submitting an approval request if the approval process has a field update that fails field
validation rules. This could happen for a field that is not visible on the user's page layout.
● An error message displays for the user submitting an approval request for an entitlement or service contract if both these
conditions are met:
○ The approval process includes Record Ow ner as an initial submitter
○ The user submitting the approval request isn't the ow ner of the account associated w ith the entitlement or service
contract
● The Status field cannot be updated by approval processes. If you w ant to use the contract status as part of an approval
process, Salesforce recommends creating a custom status field.
● Approval processes that allow the user to select an approver manually also allow the user submitting a request to select
himself or herself as the approver.
● You cannot use email approval response w ith approval processes in w hich the assigned approver is a queue.
● You cannot create outbound messages for approval processes on junction objects.
● When the assigned approver is a queue:
○ Any queue member can approve or reject an approval request that is assigned to the queue.
○ When an approval request is assigned to a queue, the email notification is sent to the email address for the queue.
Depending on your queue settings, an email notification is also sent to each queue member.
○ When an approval request is assigned to a queue, each queue member's delegated approver also receives an
approval request email notification.
○ When an approval request is rejected and returned to the previous approver and the previous approver w as a queue,
the approval request is assigned to the user w ho approved it, instead of the queue.
○ The Approval History related list displays the queue name in the Assigned To column and the actual user w ho
approved or rejected the approval request in the Actual Approver column.
● Note: Queues are only available on specific objects. For more information on queues, see Managing Queues.

TIME BASED WORKFLOW CA N BE TRIGGERED EV ERY TIME A RECORD IS CREA TED OR EDITED

A. TRUE
B. FALSE
…
…
B. FALSE

Note that the original answer question was listed as A. True, but if you see the highlighted text below, you will see that “You
can't add time-dependent actions to a rule if you choose Every time a record is created or edited”, so the answer is clearly
Answer B. False.

Creating Workflow Rules

Available in: Enterprise, Unlim ited, Developer, and Database.com Editions

Tasks, Sites, and Email Alerts are not available in Datab ase.com

User Perm issions Needed

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User Perm issions Needed

To create or change w orkflow rules, em ail alerts, tasks, field updates, and outbound messages: “Customize Application”

Automate your organization’s standard processes by configuring w orkflow rules.

Workflow automates the follow ing types of actions:
 Email Alerts—Send an email to one or more recipients. For example, automatically send sales management an email alert
when a sales representative qualifies a large deal.
 Tasks—Assign a new task to a user, role, or record ow ner. For example, automatically assign follow -up tasks to a support
representative one w eek after a case is updated.
 Field Updates—Update the value of a field on a record. For example, automatically change the Ow ner field on a contract three
days before it expires.
 Outbound Messages—Send a secure configurable A PI message (in XML for mat) to a designated listener. For example,
automatically initiate the reimbursement process for an approved expense report by triggering an outbound A PI message to an
external HR system.

To create a new rule:

1. Select the object to w hich the w orkflow rule applies.
2. Configure the w orkflow rule settings and criter ia.
3. Configure the w orkflow actions.
4. Activate the w orkflow rule.

Select the Object for Your Workflow Rule

1. Click Your Name | Setup | Create | Workflow & Approvals | Workflow Rules.
2. On the w orkflow rules list page, c lick New Rule.
3. Choose a custom or standard object to w hich you w ant this w orkflow rule to apply.

Note
 If you have a w orkflow action that updates a field on a related object, that target object is not the one associated w ith
the w orkflow rule.
 To create w orkflow rules based on new case comments or incoming email messages that automatically update fields
on their associated cases, choose either Case Comment or Email Message. See Notes on Using Wor kflow Rules for
more information.
 To create a site usage rule, choose one of the follow ing:
o Organization (for monthly page view s allow ed and monthly page view s used fields)
o Site (for site detail, daily bandw idth and request time, monthly page view s allow ed, and other fields)
o User License (for the monthly logins allow ed and monthly logins used fields)
o The Organization and Site objects are only available if Force.com sites is enabled for your organization. The
User License object isn't dependent on sites, and is only available if you have Customer Portals or partner
portals enabled for your organization.
 You can't create email alerts for w orkflow rules on activities.

Click Next.

Configure Rule Settings and Criteria

1. Enter a rule name.
2. Optionally, enter a description for the rule.
3. Choose the evaluation criter ia:
 When a record is created, or w hen a record is edited and did not previously meet the rule criteria: Choose this option
to include new records and updates to existing records, unless the rule just ran and still meets the rule criteria. The
rule is not re-triggered on edits that do not affect rule criteria. For example, if setting an opportunity rating to “Hot”
causes the rule to run, w ith this option, the rule w ill run again only if the rating changes, then changes back to “ Hot”—
no matter how many times you edit the object.
 Only w hen a record is created: Choose this option to ignore updates to existing records.

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 Every time a record is created or edited: Choose this option to include new records and updates to ex isting records
and repeatedly trigger the rule, even if the record still meets the criteria. You cannot add time- dependent actions to
the rule if you choose Every time a record is created or edited.

Note: You can't add time-dependent actions to a rule if you choose Every time a record is created or edited.

Enter your rule criteria:

 Choose criteria are met and select the filter criteria that a record must meet to trigger the rule. For example, set the
filter to “Opportunity: A mount greater than 5000” if you w ant opportunity records w ith an amount greater than $5,000
to trigger the rule. If your organization uses multiple languages, enter filter values in your organization's default
language. You can add up to 25 filter criter ia, up to 255 characters.

Note: Workflow rules and entry criteria for approval processes and steps respect the user's locale and aren't triggered w hen the user is
in a different language than that of the organization.

 Choose formula evaluates to true and enter a formula that returns a value of “True” or “ False.” Salesforce triggers the
rule if the for mula returns “ True.” Examples of useful w orkflow formulas include:
o If the number of filled positions equals the number of total pos itions on a job, update the Job Status field to
“Filled.”
o If mileage expenses associated w ith visiting a customer site are 35 cents per mile and exceed a $1,000 limit,
automatically update the Approval Required field to “ Required.”
o If a monthly subscription-based opportunity amount is greater than $10,000, create a tas k for an opportunity
ow ner to follow up 60 days after the opportunity is closed.
o Some functions are not available in w orkflow rule formulas.

Tip: You can use merge fields for directly related objects in w orkflow rule formulas. For more information, see Merge Fields Over view .

Click Save & Next.

Configure Workflow Actions

Add immediate and time-dependent actions to the w orkflow rule. Immediate actions trigger once evaluation criteria are met. Time-
dependent actions specify w hen Salesforce executes the w orkflow action. For example, Salesforce can automatically send an email
reminder to the account team if a high-value opportunity is still open ten days before the specified close date.

Tip: Time-dependent actions and time triggers are complex features w ith several considerations.If you plan on configuring w orkflow
rules that have time-dependent actions, specify a default w orkflow user. Salesforce associates the default w orkflow user with a
workflow rule if the user w ho initiated the rule is no longer active.

1. Add a w orkflow action:

 To add an immediate w orkflow action, click Add Workflow Action in the Immediate Workflow Actions section and
select:
o New Task to create a task to associate w ith the rule
o New Email to create an email alert to associate w ith the rule
o New Field Update to define a field update to associate w ith the rule
o New Outbound Message to define an outbound message to associate w ith the rule
o Select Existing Action to select an existing action to associate w ith the rule
 To add a time-dependent w orkflow action, click Add Tim e Trigger in the Time- Dependent Workflow Actions section
and:
. Specify a number of days or hours before or after a date relevant to the record, such as the date the record
was created or modified. If the w orkflow rule is in effect w hen this time occurs, the time trigger fires the
workflow action.
a. Click Save.

Note: The Add Tim e Trigger button is unavailable if:

 The rule criteria is set to Ev ery time a record is created or edited
 The rule is activated

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 The rule is deactivated but has pending actions in the w orkflow queue

Configure additional immediate or time-dependent actions.

Click Done.

Note: For standard objects, w orkflow rules can only perform field updates on the object related to the rule. The exceptions are that both
Case Comments and Email Messages can perform cross-object field updates on Cases. For all custom objects, how ever, you can
create w orkflow actions w here a change to a detail record updates a field on the related master record. Cross-object field updates only
work for custom-to-custom master-detail relationships. For example, in a custom recruiting application, create a w orkflow rule that sets
the status of an application (the master object) to “ Closed” w hen a candidate (the detail object) accepts the job. Or, for standard
objects, create a rule to change the status of a case from “Aw aiting Customer Response“ to “ In Progress” w hen a customer adds a
case comment. The cross-object field update function may depend on certain critical updates being active.

Click Your Name | Setup | Critical Updates to see if your organization requires any updates.

Activate the Workflow Rule

Salesforce does not trigger a w orkflow rule until you activate it. To activate a w orkflow rule, click Activate on the w orkflow rule detail
page. Clic k Deactivate to prevent a rule from tr igger ing or if you w ant to edit the time-dependent actions and time tr iggers associated
w ith the rule.

WHEN Y OU A DD A CUSTOM OBJECT TAB, ALL OF THE FOLLOWING WILL BE ACCESSIBLE WITH THE OBJECT EXCEPT

A. RECENT ITEMS
B. SIDEBA R SEA RCH
C. A DDED TO NEW LINK/CREA TE NEW OBJECT DROP DOWN
D. CUSTOM OBJECT REPORTS
…
…
D. CUSTOM OBJECT REPORTS

I created a new custom object and its associated tab, and the ‘recent items’ and ‘create new drop down box’ item s were
readily available. The help text below ( see highlighted sections) confirms this. The sidebar search is ON wh en chatter is OFF,
and OFF when chatter is ON, so I do not believe that it should be confused with what is available from custom object tabs.
Custom object reports, on the other hand, are not readily accessible from the custom object tap – you have to go to the report
tab. Once there you can create a report for a new cu stom object, but I am not interpreting this as ‘accessible’ in the above
question.

Custom Objects Hom e

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

User Perm issions Needed

To view a custom object tab: “Read” on the custom object

To view custom object records: “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 for m of the custom object as
defined by your administrator.
 To show a filtered list of items, select a predefined list from the View drop-dow n list, or clic k Create New View to define your
ow n custom view . List view s let you display a list of records that match spec ific criteria, such as all custom objects for a tab or
just the ones you ow n. To edit or delete any view you created, select it from the View drop-dow n list and clic k Edit.
 If custom objects are shared w ith external contacts via Salesforce to Salesforce, choose one of the list view s under [Custom
Object Nam e] from Connections to view the custom objects that your bus iness partners have shared w ith you.

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 In the Recent section, select an item from the drop-dow n list to display a brief list of the top custom object records matching
that criteria. (Proof that Answer A is not the correct choice) From the list, you can c lick any custom object name to go
directly to the detail. Toggle the Show 25 item s and Show 10 items links to change the number of items that display. The
fields you see are deter mined 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
Description
Objects Choice

Recently Viewed The last ten or tw enty-five custom object records you view ed, w ith the most recently view ed item listed first.
This list is derived from your recent items and includes records ow ned by you and other users.

Recently Created The last ten or tw enty-five custom object records you created, w ith the most recently created item listed first.
This list only includes records ow ned by you.

Recently Modified The last ten or tw enty-five custom object records you updated, w ith the most recently updated item listed
first. This list only includes records ow ned by you.

Note: If you need infor mation on a specific custom object, please contact your Salesforceadministrator about creating custom help for
your custom objects. Salesforce Online Help covers the standard objects provided w ith the initial Salesforce integration.

Creating Custom Object Tabs

Custom Object Tabs and Web Tabs available in: Contact Manager, Group, Professional, Enterprise,Unlim ited,
and Developer Editions
Apex Page Tabs available in: Contact Manager, Group, Professional, Enterprise, Unlim ited, andDeveloper Editions

User Perm issions Needed

To create and edit custom tabs: “Customize Application”

Define a new tab to display the data stored in your custom object records.
1. Click Your Name | Setup | Create | Tabs.
2. Click New in the Custom Object Tabs related list.
3. Select the custom object to display in the custom tab. If you have not already created the custom object, click create a new
custom object now and follow the instructions in Defining Custom Objects.
The label of the new tab is the same as the plural version of the custom object label, as described in Defining Custom Objects.
4. Click the Tab Sty le lookup icon to display the Tab Style Selector.
If a tab style is already in use, a number enc losed in brac kets [] appears next to the tab style name. Hover your mouse over the style
name to view the tabs that use the style. Click Hide styles w hich are used on other tabs to filter this list.
5. Click a tab style to select the color scheme and icon for the custom tab.
Optionally, click Create your own style on the Tab Style Selector dialog if you w ant to create a custom tab style and your organization
has access to the Documents tab. To create your ow n tab style:
a. Click the Color lookup icon to display the color selection dialog and clic k a color to select it.
b. Click Insert an Im age, select the document folder, and select the image you w ant to use.
Alternatively, click Search in Do cum ents, enter a search term, and c lick Go ! to find a document file name that includes your search
ter m.

Note: This dialog only lists files in document folders that are under 20 KB and have theExternally Available checkbox selected in the
document property settings. For more infor mation, see uploading images and document property settings. If the document used for the
icon is later deleted, Salesforce replaces it w ith a default multicolor block icon:

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c. Select a file and click OK. The New Custom Tab w izard reappears.
6. Optionally, choose a custom link to use as the introductory splash page w hen users initially click the tab. For details about
creating a custom link to use as a splash page for your custom tab, see Defining Custom Buttons and Links.
7. Enter a description of the tab, if desired, and click Next.
8. Choose the user profiles for w hich the new custom tab w ill be available:
 Select Apply one tab visibility to all profiles and choose Default On, Default Off, or Tab Hidden from the drop-
dow n list.
 Alternatively, select Apply a different tab visibility for each profile and choose Default On, Default Off, or Tab
Hidden from the drop-dow n list for each profile.
 For Pr ofessional Edition users and Salesforce Platform One license users, tab v isibility is automatically set to Default
On.
Specify Tab Visibility.

For Enterprise, Unlimited, Developer Edition, and organizations, choose Default On, Default Off, or Tab Hidden in Tab Visibility to
deter mine w hether the custom tab is visible to users w ith that profile, and clic k Next. For Professional Edition organizations, tab visibility
is automatically set to Default On.Salesforce Platfor m One license users, tab visibility is automatically set to Default On.
If you choose Default On or Default Off, an option is added to the Cr eate New drop-dow n list in the sidebar so that users w ith the
“Create” per mission can quickly create a new record. (Proof that Answer C is not the correct choice). For example, if the custom
object displayed in the custom tab is named Expenses, an Expense option appears in this list.

Specify the custom apps that should include the new tab. See What is an App? for information on custom apps.
Check Append tab to users' existing personal customizations to add the new tab to your users’ customized display settings if
they have customized their personal display.
Click Save.
To further customize the tab:
 Define the page layout for records displayed in the tab. The page layout controls w hich fields are visible and editable w hen
users are entering data in the custom tab. For details, see Building Page Layouts for Custom Objects.
 Specify w hich fields display to users in the key lists section of the custom object tab home page. For details, see Customizing
Search Layouts for Custom Objects.

WHEN Y OU DELETE A LEA D FROM A CA MPA IGN, IT DELETES THE LEA D RECORD ITSELF.

A. TRUE
B. FALSE
…
…
B. FALSE

You are – in fact – deleting the asso ciation of a lead to a campaign.

WHICH OF THE FOLLOWING SF A PPLICATIONS ENABLES ORGA NIZATIONS TO SPEED A ND STREA MLINE ALL PHA SES OF
SALES?

A. SF IDEAS
B. SF CONTENT
C. SF A UTOMA TION
D. SF CUSTOMER SERV ICE A ND SUPPORT
…
…
C. SF A UTOMA TION

ALL OF THE FOLLOWING OBJECTS MAY HAVE A QUEUE EXCEPT

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A. ACCOUNTS
B. CASES
C. LEA DS
D. CUSTOM OBJECTS
…
…
A. ACCOUNTS

Acronym for Valid Queue Objects = CLoCKS(erv)

• Cases
• Leads
• Custom Objects
• Knowledge Article Version
• Service Contracts

Queues Overview

Available in: Contact Manager, Group, Professional, Enterprise, Unlim ited, Developer, andDatabase.com Editions
Lead queues, case queues, and service contract queues are not available in Database.com

User Perm issions Needed

To create or change queues: “Customize Application”

AND
“Manage Public List View s”
To create or change queues created by other users: “Customize Application”
AND
“Manage Public List View s” and “Manage Users”

Queues help your teams manage leads, cases, service contracts, and custom objects. Once records are placed in a queue manually or
through an automatic case or lead assignment rule, records remain there until they're assigned to a user or taken by one of the queue
members. Any queue member or users above them in the role hierarchy can take ow nership of records in a queue. For example:

Lead queues
Help you manage the distribution of leads. For example, you may have a lead queue for a Western Region team and one for an
Eastern Region team. You can put leads in different queues, either manually or automatically via a lead assignment rule as leads are
imported, created or edited manually, or captur ed from the Web. Make salespeople members of one or more lead queues.

Case queues
Help you manage your support w orkload and differentiate cases based on support levels. With queues, you can ensure that cas es are
resolved quickly even if a specific user is on vacation. By creating queues for different support levels, such as Gold Service and Silver
Service, cases are automatically prioritized. You can put cases in different queues, either manually or automatically via a case
assignment rule as cases are generated from the Web or created manually. Make support agents members of case queues.

Know ledge article version queues

Help you manage the distribution of versions of Salesforce Know ledge articles for translation. For example, if multiple languages are
used for your know ledge base, you can assign new versions of articles to a queue of users w ho can translate the article into a specific
language.

Service contract queues

Help you manage the distribution of service contracts. For example, you may have a dedicated group of users w ho review service
contracts. When a service contract is created, assign it to a queue so queue members can review the service contract.

Custom object queues

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Help you manage the distribution of custom object records. When a custom object record is created, manually assign it to a queue so
that the users assigned to the queue can access it and take ow nership of it.

YOU CAN USE STA NDARD REPORTS WHEN CREA TING DASHBOA RDS

A. TRUE
B. FALSE
…
…
B. FALSE

Creating Dashboards

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To create, edit, and delete dashboards: “Run Reports” AND “ Manage Dashboards”
To create, edit, and delete dynam ic dashboards: “Run Reports” AND “ Manage Dynamic Dashboards”

Before creating dashboards, create the custom reports containing the data you w ant to display. Be sure to store these reports in
folders that your intended dashboard viewers can access.
1. Click the Dashboards tab.
2. Click Go To Dashboard List.
3. Click New Dashboard to create a new dashboard.
To modify an existing dashboard, clic k its name from the list.
4. Customize your dashboard and c lick Save.

Note: Unlike other records, you don't auto-follow dashboards in Chatter after you create them.

CASE ESCALATION RULES TRIGGERED ON THE LAST MODIFICA TION WILL BE RESET EA CH TIME A USER DOES WHICH OF
THE FOLLOWING A CTIONS?

A. REA DS THE CASE

B. ADDS A RELATED COMMENT TO THE CA SE
C. A DDS AN ACTIV ITY OR SENDS A N EMA IL FROM THE CASE RECORD
D. EDITS THE CASE
E. ALL OF THE ABOV E
…
…
D. EDITS THE CASE

Reading the case, adding an activity or sending an email DOES NOT require you to save or change the case, ergo these do
not cause the escalation rules to re-evaluate. (Editing the case or changing the case o wner does cause the rules to be re-
evaluated)

Note: Each time you save a case or change the case o wner, your escalation rules re-evaluate that case. Once the case
matches an escalation rule entry, calculates w hen the case should be escalated and stops chec king other escalation rule entries . For
example, if you have tw o escalation rule entries that specify:

● Escalate three hours after creation date if Case Reason equals Crash
● Escalate four hours after creation date if Case Reason equals Bug

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A case created w ith Case Reason of Bug w ill be scheduled for escalation four hours after it w as created. Later, a user changes the
case, w hich causes the escalation rules to re-evaluate the case. If escalation rules find that the Case Reason is now Crash, it
schedules the case to be escalated three hours after creation date. If the case w as created more than three hours ago, the case is
escalated as soon as possible.

Escalation rules are not evaluated w hen transferring multiple cases at one time from a case list view . Also note that if you use
assignment rules to change case ow nership, the escalation rules are evaluated before any assignment rules.

Tip: Salesforce processes any rules in the follow ing order:

1. Validation rules
2. Assignment rules
3. Auto-response rules
4. Workflow rules (w ith immediate actions)
5. Escalation rules

Acronym = VAsAuWE

Workflow field updates that run based on an approval process or time-dependent action do not trigger any rules.

Creating Escalation Rules

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To create or change escalation rules: “Customize Application”

Create case escalation rules to escalate cases automatically if they are not resolved w ithin a certain period of time.
Typically, your organization w ill have one escalation rule that consists of multiple entries w hich specify exactly how the cases are
escalated. For example, your standard case escalation rule could have tw o entries: cases w ith Type set to Gold are escalated w ithin
tw o hours, and cases w ith Type set to Silver are escalated w ithin eight hours.

For a list of the maximum number of rules allow ed in each organization, see Salesforce Editions and Limits.

For information on debugging escalation rules, see What is a Debug Log?.

Setting Up Escalation Rules

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To create escalation rules: “Customize Application”

To create an escalation rule:

1. Choose Your Nam e | Setup | Custom ize | Cases | Escalation Rules.
2. Choose New , and give the rule a name. Spec ify w hether you w ant this to be the active escalation rule. Click Save.
3. To create the rule entries, click New . Each rule can have a maximum of 3000 entries. Each entry defines a condition that
deter mines how cases are processed. For each entry, you can specify the follow ing:

Field Description

Order Sets the order in w hich the entry w ill be processed in the rule, for example, 1, 2, 3.
Salesforce evaluates each entry in order and tries to match the criteria of the entry. As soon as a
match is found, Salesforce processes the item and stops evaluating the rule entries for that item. If
no match is found, the case is simply not escalated.

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Criteria Specifies conditions that the case must match for it to be escalated.
You can enter your rule criter ia:
● Choose criteria are met and select the filter criteria that a record must meet to trigger the rule.
For example, set a case filter to Pr iority equals High if you w ant case records w ith the
Pr iority field marked High to tr igger the rule.
● If your organization uses multiple languages, enter filter values in your organization's default
language. You can add up to 25 filter criter ia, up to 255 characters.
● Choose formula evaluates to true and enter a formula that returns a value of “True” or “ False.”
Salesforce triggers the rule if the for mula returns “True.” For example, the for mula
AND( ISCHA NGED( Prior ity ), ISPICKVAL ( Prior ity, "High") ) triggers a rule that changes the
ow ner of a case w hen the Prior ity field is changed to High.For infor mation on using
formulas, see Building For mulas.
Note that if your condition uses a custom field, the rule entry w ill automatically be deleted if the
custom field is deleted.

Specify Specifies how business hours apply to an escalated case:

business ● Ignore business hours - Select this field to ignore business hours w hen escalating a case.
hours ● Use business hours specified on case - Select this field to use the ex isting business
criteria hours on a case w hen escalating it.
● Set business hours - Select this field and click the lookup icon ( ) to select predefined
business hours to apply to a case w hen escalating it.
Escalation actions only run dur ing the business hours w ith w hich they are associated. For more
information, see Setting Business Hours.

Specify how Deter mines w hat field applies to your Age Over number of hours. Your Age Over setting can be
escalation based on the number of hours since:
times are ● A case w as created
set ● The case w as created unless it has been modified; once modified, the case w ill never get
escalated
● The most recent time a case w as modified
For example, if you choose Based on last modification time of the case and your Age Over setting
is 5, cases w ill get escalated 5 hours after the most recent last modified time and date as long as
the case is open.

4. To create the rule entries, click New . Each rule can have a maximum of 3000 entries. Each entry defines a condition that
deter mines how cases are processed. For each entry, you can specify the follow ing:
5. After creating the entry, click Save, or Save & New to save the entry and create more entries.
6. After you create the last entry, click Save. The escalation rule and a list of one or more rule entries are displayed.

Note: To create an error-proof rule, alw ays create the last rule entry w ith no criteria. This rule entry w ill catch any cases that the
previous rule entries did not assign.

7. Specify w hat action you w ant to be taken w hen one of the escalation rule entr ies is true. Click Edit next to the name of one of
the rule entr ies.
8. Click New to add an escalation action. You can spec ify up to five actions for each rule entry, to escalate the case over
increasing periods of time. For each escalation action, you can specify the follow ing:

Field Description

Age Over Specifies the number of hours after w hich a case should be escalated if it has not been closed.
This time is calculated from the date field set in the Specify how escalation times are set field. No
tw o escalation actions can have the same number in this field.

Assign To Specifies the user, partner user, or queue to w hich the case w ill be assigned if it matches the
condition. Users specified here cannot be marked “inactive” and they must have the “ Read”
per mission on cases.

Note: You can't revoke the “ Read” per mission on leads or cases for users assigned to a rule.

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Note that reassigning an escalated case is optional.

Notification Specifies the template to use for the email that is automatically sent to the new ow ner specified in
Template the Assign To field. If no template is specified, no email w ill be sent.

Notify this Specifies the user to notify w hen the case is escalated. Notifying another user is optional.
user

Notify Case Indicates that the ow ner of the case is notified w hen the case is escalated.
Ow ner

Notification Specifies the template to use for the notification email that is automatically sent to the Notify
Template user(s). If you choose a user in the Notify field, you must select a template.

Additional Specifies additional individuals that you w ant to notify upon escalation.
Emails

Note: Each time you save a case or change the case ow ner, your escalation rules re-evaluate that case. Once the case matches an
escalation rule entry, calculates w hen the case should be escalated and stops checking other escalation rule entr ies. For example, if
you have tw o escalation rule entries that specify:

● Escalate three hours after creation date if Case Reason equals Crash
● Escalate four hours after creation date if Case Reason equals Bug

A case created w ith Case Reason of Bug w ill be scheduled for escalation four hours after it w as created. Later, a user changes the
case, w hich causes the escalation rules to re-evaluate the case. If escalation rules find that the Case Reason is now Crash, it
schedules the case to be escalated three hours after creation date. If the case w as created more than three hours ago, the case is
escalated as soon as possible.

Escalation rules are not evaluated w hen transferring multiple cases at one time from a case list view . Also note that if you use
assignment rules to change case ow nership, the escalation rules are evaluated before any assignment rules.

Tip: Salesforce processes any rules in the follow ing order:

1. Validation rules
2. Assignment rules
3. Auto-response rules
4. Workflow rules (w ith immediate actions)
5. Escalation rules

Acronym = VAsAuWE

Workflow field updates that run based on an approval process or time-dependent action do not trigger any rules.

WHO CAN SELECT THE "SHARING" BUTTON ON ACCOUNT AND OPPORTUNITY RECORDS?

A. THE RECORD OWNER, SYSTEM A DMINISTRATOR, A ND A USER SHA RED TO THE RECORD
B. THE RECORD OWNER, A USER SHA RED TO THE RECORD, A ND A NY USER ABOV E THE RECORD OWNER IN THE ROLE
HIERA RCHY
C. THE RECORD OWNER, A USER ABOV E THE RECORD OWNER, A ND THE SYSTEM A DMINISTRATOR
D. THE RECORD OWNER A ND SYSTEM A DMINISTRA TOR
…
…
C. THE RECORD OWNER, A USER ABOV E THE RECORD OWNER, A ND THE SYSTEM A DMINISTRATOR

Controlling Access Using Hierarchies

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Available in: Professional, Enterprise, Unlim ited, Developer, and Database.com Editions
Territories are not available in Database.com

User Perm issions Needed

To set default sharing access: “Manage Users”
AND
“Customize Application”
To change the Grant Access Using Hierarchies option: “Manage Users”
AND
“Customize Application”

Beyond setting the organization-w ide sharing defaults for each object, your organization can specify w hether users have access to the
data ow ned by or shared w ith their subordinates in the hierarchy. For example, hierarchies like the role hierarchy or territory hier archy
automatically grant record access to users above the record ow ner in the hierarchy. The Grant Access Using Hierarchies option in the
organization-w ide defaults deter mines the access users have to records that they do not ow n, including records they do not have
sharing access to but someone below them in the hierarchy does. By default, the Grant Access Using Hierarchies option is enabled for
all objects, and it can only be changed for custom objects.

To control shar ing access using hierarchies for any custom object, clic k Your Name | Setup | Security Controls | Sharing
Settings and Edit in the Organization Wide Defaults section. Deselect Grant Access Using Hierarchies if you w ant to prevent us ers
from gaining automatic access to data ow ned by or shared w ith their subordinates in the hierarchies.

Im plem entation Notes

 Regardless of your organization's sharing settings, users can gain access to records they do not ow n through other means
such as user per missions like “View All Data,” sharing rules, or manual sharing of individual records.
 The Grant Access Using Hierarchies option is alw ays selected on standard objects and is not editable.
 If you disable the Grant Access Using Hierarchies option, sharing w ith a role or territory and subordinates only shares w ith the
users directly associated w ith the role or territory selected. Users in roles or territor ies above them in the hierarchies w ill not
gain access.
 If your organization disables the Grant Access Using Hierarchies option, activities associated w ith a custom object are still
visible to users above the activity’s assignee in the role hierarchy.
 If a master-detail relationship is broken by deleting the relationship, the for mer detail custom object's default setting is
automatically reverted to Public Read/Write and Grant Access Using Hierarchies is selected by default.
 The Grant Access Using Hierarchies option affects which users gain access to data w hen something is shared w ith public
groups, personal groups, queues, roles, or territor ies. For example, the View All Users option displays group members and
people above them in the hierarchies w hen a record is shared w ith them using a sharing rule or manual sharing and the Grant
Access Using Hierarchies option is selected. When the Grant Access Using Hierarchies option is not selected, some users in
these groups no longer have access. The follow ing list covers the access reasons that depend on the Grant Access Using
Hierarchies option.

These reasons alw ays gain access:

Group Member
Queue Member
Role Member
Member of Subordinate Role
Territory Member
Member of Subordinate Territory
These reasons only gain access w hen using hierarchies:
Manager of Group Member
Manager of Queue Member
Manager of Role
Manager of Territory
User Role Manager of Territory

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Best Practices
 When you deselect Grant Access Using Hierarchies, notify users of the changes in report results that they can expect due to
losing visibility of their subordinates' data. For example, selecting My team's... in the View drop-dow n list returns records
ow ned by the user; it w ill not include records ow ned by their subordinates. To be inc luded in this type of report view , records
from subordinates must be explic itly shared w ith that user by some other means such as a sharing rule or a manual share. So,
if no records are shared w ith you manually, the My... and My team's... options in the View drop-dow n list return the same
results. How ever, choosing the Activities w ith... any custom object report type w hen creating a custom report returns activities
assigned to you as w ell as your subordinates in the role hierarchy.

Sharing Rule Considerations

Account and contact sharing rules are available in: Professional, Enterprise, Unlim ited, andDeveloper Editions
Account territory, case, lead, opportunity, and custom object sharing rules are available in: Enterprise,Unlim ited,
and Developer Editions
Campaign sharing rules are available in Professional Edition for an additional cost, and Enterprise,Unlim ited,
and Developer Editions
Only custom object sharing rules are available in Database.com

Sharing rules allow you to selectively grant data access to defined sets of users. Review the follow ing notes before using sharing rules:
 You can use sharing rules to grant w ider access to data. You cannot restrict access below your organization-w ide default
levels.
 Sharing rules apply to all new and existing records that meet the definition of the source data set.
 Sharing rules apply to both active and inactive users.
 When you change the access levels for a sharing rule, all existing records are automatically updated to reflect the new access
levels.
 When you delete a sharing rule, the sharing access created by that rule is automatically removed.
 When you transfer records from one user to another, the sharing rules are reevaluated to add or remove access to the
transferred records as necessary.
 When you modify w hich users are in a group, role, or territory, the sharing rules are reevaluated to add or remove access as
necessary.
 Sharing rules automatically grant additional access to related records. For example, opportunity sharing rules give role or
group members access to the account associated w ith the shared opportunity if they do not already have it. Likew ise, contact
and case sharing rules provide the role or group members w ith access to the associated account as w ell.
 If multiple shar ing rules give a user different levels of access to a record, the user gets the most per missive access level.
 Users in the role hierarchy are automatically granted the same access that users below them in the hierarchy have from a
sharing rule, provided that the object is a standard object or the Grant Access Using Hierarchies option is selected.
 Regardless of sharing rules, users can, at a minimum, view the accounts in their territories. Also, users can be granted access
to view and edit the contacts, opportunities, and cases associated w ith their territories' accounts.
 Making changes to sharing rules may require changing a large number of records at once. To process these changes
efficiently, Salesforce may queue your request and send an email notification w hen the process has completed.
 You can create rules to share records betw een most types of Customer Portal users and Salesforceusers. Similarly, you can
create sharing rules betw een Customer Portal users from different accounts as long as they have the Customer Portal
Manager user license. How ever, you can't include high-volume portal users in shar ing rules because they don't have roles and
can't be in public groups.
 You can easily convert sharing rules that inc lude Roles, Internal and Portal Subordinates to include Roles and Internal
Subordinates instead by using the Convert Portal User Access w iz ard. Further more, you can use this w izard to convert any
publicly accessible report, dashboard, and document folders to folders that are accessible by all users except for portal users.
 Lead shar ing rules do not automatically grant access to lead infor mation after leads are converted into account, contact, and
opportunity records.

WHICH OF THE FOLLOWING COMPONENTS IS THE CENTRAL REPOSITORY TO MA NAGE ALL PRESENTA TIONS,
COLLA TERAL A ND DOCUMENTS?

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A. ACCOUNTS A ND CONTACTS
B. CONTENT LIBRA RY
C. REAL-TIME A NALYTICS
D. PA RTNER
…
…
B. CONTENT LIBRA RY

YOU ARE WORKING WITH A PROFESSIONAL EDITION ORGA NIZATION. THEY WISH TO INSTALL THE EXPENSE TRACKER,
WHICH REQUIRES THE USE OF 4 CUSTOM TABS, 3 CUSTOM OBJECTS, A ND ONE CUSTOM A PP. IF THE COMPA NY IS
ALREA DY USING 4 A PPLICATIONS, 36 CUSTOM OBJECTS, AND 7 CUSTOM TABS, WHAT WILL HA PPEN WHEN THEY TRY TO
INSTALL EXPENSE TRA CKER?

A. THEY WILL NOT BE ABLE TO COMPLETE THE INSTALLA TION PROCESS AS THEY HAV E REA CHED THE MAXIMUM
NUMBER OF CUSTOM TABS
B. THEY WILL NOT BE ABLE TO COMPLETE THE INSTALLA TION PROCESS AS THEY HAV E REA CHED THE MAXIMUM
NUMBER OF CUSTOM OBJECTS
C. THE INSTALLATION WILL SUCCEED
D. THE INSTALLATION WILL SUCCEED, BUT ONLY THE REPORTS,
…
…
A. THEY WILL NOT BE ABLE TO COMPLETE THE INSTALLA TION PROCESS AS THEY HAV E REA CHED THE MAXIMUM
NUMBER OF CUSTOM TABS

Skim through the Salesforce Features and Editions Limits table below, and cross-reference against the data provided in the
question.
• Need 4 Cu stom Tabs vs. Using 7 Cu stom Tabs vs. Allowed 10 Cu stom Tabs = Not Okay
• Need 3 Cu stom Objects vs. Using 36 Cu stom Objects vs. Allowed 50 Cu stom Objects = Okay
• Need 1 Cu stom APP vs. Using 4 Cu stom APPs (a ssuming, Custom APPs) vs. Allowed 5 Cu stom APPs = Okay

See highlighted text in table.

Not sure how anyone is supposed to memorize these kinds of details.

Salesforce Features and Editions Lim its

Personal Contact Group Editi Profession Enterprise Unlim ited Developer

Feature
Ed ition Manager on al Edition Ed ition Ed ition Ed ition

Action Plans: Max imum N/A N/A N/A N/A 75 75 75

Number of Tasks

Active Lookup Filters 5 per 5 per 5 per object 5 per object 5 per object 5 per object 5 per object
object object

Active Validation Rules N/A 20 per 20 per object 20 per 100 per 500 per object 100 per object
object object object

Attachments: Max imum N/A 5 MB 5 MB 5 MB 5 MB 5 MB 5 MB

Size of Attachment in the
Notes & Attachments
1
Related List

Categor ies: Maximum N/A N/A N/A N/A 100 categori 100 categories 100 categories
Default Number of es
Categor ies and Hierarchy

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Personal Contact Group Editi Profession Enterprise Unlim ited Developer

Feature
Ed ition Manager on al Edition Ed ition Ed ition Ed ition

Levels

Category Groups: Maximum N/A N/A N/A N/A 5 category 5 category 5 category
Default Number of Category groups and 3 groups and 3 groups and 3
Groups active active active category
category category groups
groups groups

Certificates: Maximum N/A N/A N/A N/A 50 50 50

Number of Certificates

Content Deliveries: Default 1 GB 1 GB 1 GB 1 GB 1 GB 1 GB 1 GB

Delivery Bandw idth per
Rolling 24-hour Window

Content Deliveries: Default 20,000 20,000 20,000 20,000 20,000 20,000 20,000
Delivery View Counts per
Rolling 24-hour Window

Content Deliveries: 25 MB 25 MB 25 MB 25 MB 25 MB 25 MB 25 MB
Maximum File Size for
Online View ing

Content: Maximum File Size For all editions:

 2 GB
 10 MB for Google Docs
 10 MB for email attachments
 38 MB w hen uploaded via the A PI
 10 MB w hen uploaded via Visualforce
Content: Maximum Number 2,000 2,000 2,000 2,000 2,000 2,000 2,000
of Libraries

Content: Maximum Number 500,000 500,000 500,000 500,000 500,000 500,000 500,000
of Content Documents

Content: Maximum Number 5,000 5,000 5,000 5,000 5,000 5,000 5,000
of Content Documents and
Versions in a 24–hour
Period (Adjustable)

Content Pac ks: Maximum N/A 50 50 50 50 50 50

Number of Files

Custom Apps N/A 1 1 5 10 Unlimited 10

(The custom
apps contained in a
managed package in a trial
state or the managed
package of a native
application in any state
don't count against the
limits supported for
yourSalesforce Edition.)

Custom Fields 5 per 25 per 100 per 100 per 500 per 800 per object 500 per object

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Personal Contact Group Editi Profession Enterprise Unlim ited Developer

Feature
Ed ition Manager on al Edition Ed ition Ed ition Ed ition

(Additional restrictions apply object object object object object

for activities, long text area
fields, relationship fields,
and roll-up summary fields.
For more information,
see Additional Custom Field
Limits.)

Custom Labels N/A N/A N/A 5,000 5,000 5,000 5,000

Custom Links: Maximum 1,024 1,024 1,024 1,024 1,024 1,024 1,024
Length of Link Label characters characters characters characters characters characters characters
2 2 2 2
Custom Links: Maximum 3,000 3,000 3,000 bytes 3,000 3,000 bytes 3,000 bytes 3,000 bytes
2 2 2
Length of Link URL bytes bytes bytes

Custom Objects N/A 5 50 50 200 2,000 400

(The custom
objects contained in a
managed package in a trial
state or the managed
package of a native
application in any state
don't count against the
limits supported for
yourSalesforce Edition.)
3 3 3 3 3 3
Custom Objects: Maximum N/A 2 2 2 2 2 2
Number of Master- Detail
Relationships

Custom Objects: Deletion of N/A In a many-to- many relationship, a user can't delete a
Parent Records in a Many- parent record if more than 200 junction object records
to- Many Relationship are associated w ith it and if the junction object has a
roll-up summary field that rolls up to the other parent.

Custom Settings: Cached The lesser N/A The lesser N/A The lesser The lesser The lesser of 10
Data Limit of 10 of 10 MB or 1 of 10 of 10 MB or 1 MB or 1 MB
MB or 1 MB multiplied MB or 1 MB MB multiplied multiplied by the
MB by the multiplied by by the number number of full-
multiplied number of the number of full-featured featured user
by the full-featured of full- user licenses licenses in your
number of user licenses featured user in your organization
full- in your licenses in organization
featured organization your
user organization
licenses in
your
organizati
on

Custom Settings: Max imum 300 N/A 300 N/A 300 300 300
Number of Fields Per
Custom Setting

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Personal Contact Group Editi Profession Enterprise Unlim ited Developer

Feature
Ed ition Manager on al Edition Ed ition Ed ition Ed ition

Divisions: Maximum N/A N/A N/A 100 100 100 N/A

Number of Divis ions

Documents: Maximum Size 20 KB 20 KB 20 KB 20 KB 20 KB 20 KB 20 KB

of Custom App Logo

Documents: Maximum Size 5 MB 5 MB 5 MB 5 MB 5 MB 5 MB 5 MB

of Document to Upload

Documents: Maximum File 255 255 255 255 255 255 characters 255 characters
Name Size ( Including File characters characters characters characters characters
Extension Name)

Entitlement Processes and N/A N/A N/A N/A For Enterprise,

Milestones Developer, and
Unlimited Editions, you
can have:
 20 Entitlement
processes
 10 Milestones
for each
entitlement
process
Contact salesforce.com
for information on
increasing the number
of entitlement
processes and
milestones.

Email to Salesforce: Email 32 KB 32 KB 32 KB 32 KB 32 KB 32 KB 32 KB

Body Truncation Size

Email to Salesforce: 50 50 50 50 50 50 50
Maximum Number of Email
Activities Created for Each
Email Received

Email to Salesforce: 5 MB 5 MB 5 MB 5 MB 5 MB 5 MB 5 MB
Maximum Size of a Single
File Attachment

Email to Salesforce: Total 10 MB 10 MB 10 MB 10 MB 10 MB 10 MB 10 MB

Maximum Size of File
Attachments

Email Services: Maximum N/A N/A N/A N/A Number of Number of Number of user
Number of Email Messages user licenses user licenses licenses
Pr ocessed multiplied multiplied multiplied
(Includes limit for On- by 1,000, up by 1,000, up to by 1,000, up to
Demand Email-to- Case) to a daily a daily a daily
maximum of maximum of maximum of
1,000,000 1,000,000 1,000,000
4 4 4
Email Services: Maximum N/A N/A N/A N/A 10 MB 10 MB 10 MB

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Personal Contact Group Editi Profession Enterprise Unlim ited Developer

Feature
Ed ition Manager on al Edition Ed ition Ed ition Ed ition

Size of Email Message

(Body and Attachments)

Email-to- Case: Maximum N/A N/A N/A 2,500 2,500 2,500 2,500
Number of Emails
Converted per Day

Events: Maximum Number N/A 1,000 1,000 1,000 1,000 1,000 1,000
of Invitees and Resources
for Single-Occurrence
Events

Events: Maximum Number N/A 100 100 100 100 100 100
of Invitees and Resources
for Recurring Ev ents

Extended Mail Merge: 1,000 1,000 1,000 1,000 1,000 1,000 1,000
Maximum Number of
Records

Extended Mail Merge: 1 MB 1 MB 1 MB 1 MB 1 MB 1 MB 1 MB

Maximum Total Size of
Selected Templates

Field History Tracking: N/A 20 20 20 20 20 20

Maximum Number of
Standard or Custom Fields
Tracked for Standard or
Custom Objects

Files: Maximum File Size 100 MB 100 MB 100 MB 100 MB 100 MB 100 MB 100 MB
in Chatterand on the Files
Tab.

Fiscal Years: Maximum 250 250 250 250 250 250 250
Number of Custom Fiscal
Years

Visual Workflow N/A N/A N/A N/A For Enterprise,

Developer, and
Unlimited Editions,
eachflow can have up
to:
 10 versions
 2000 steps
Each organization can
have up to:
 500 active
flow s
 1000 flow s
total
The maximum s ize of
an uploaded flow file
is 3 MB.

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Feature
Ed ition Manager on al Edition Ed ition Ed ition Ed ition

For mulas: Maximum 3,900 3,900 3,900 3,900 3,900 3,900 3,900
Number of Characters characters characters characters characters characters characters characters

For mulas: Maximum 1,300 1,300 1,300 1,300 1,300 1,300 1,300
Number of Displayed characters characters characters characters characters characters characters
Characters After an
Evaluation of a For mula
Expression

For mulas: Maximum 4,000 4,000 4,000 bytes 4,000 bytes 4,000 bytes 4,000 bytes 4,000 bytes
For mula Size ( in Bytes) bytes bytes
When Saved

For mulas: Maximum 5,000 5,000 5,000 bytes 5,000 bytes 5,000 bytes 5,000 bytes 5,000 bytes
For mula Size ( in Bytes) bytes bytes
When Compiled

For mulas: Number of 10 10 10 10 10 10 10

Unique Relationships Per
Object

For mulas: VLOOKUP Funct 10 per 10 per 10 per object 10 per 10 per object 10 per object 10 per object
ions object object object

Ideas: Max imum Size of N/A N/A N/A 32 KB 32 KB 32 KB 32 KB

HTML Idea Description

Ideas: Max imum Size of N/A N/A N/A 4 KB 4 KB 4 KB 4 KB

HTML Idea Comment
5 5 5 5 5 5 5
Master-Detail Relationship: 10,000 10,000 10,000 10,000 10,000 10,000 10,000
Maximum Number of Child
Records

Objects: Maximum Number 100,000 100,000 100,000 100,000 100,000 100,000 100,000
of Deleting Combined
Objects and Child Records

On- Demand Email-to- Case: N/A N/A N/A 10 MB 10 MB 10 MB 10 MB

Maximum Email Attachment
Size

On- Demand Email-to- Case: N/A N/A N/A Number of Number of Number of Number of user
Maximum Number of Email user user licenses user licenses licenses
Messages Processed licenses multiplied multiplied multiplied
(Counts tow ard limit for multiplied by 1,000, up by 1,000, up to by 1,000, up to
Email Services) by 1,000, up to a daily a daily a daily
to a daily maximum of maximum of maximum of
maximum of 1,000,000 1,000,000 1,000,000
1,000,000

Per mission sets N/A N/A N/A N/A 1,000 1,000 1,000

Quote PDF: Maximum Logo N/A N/A N/A 5 MB 5 MB 5 MB 5 MB

Size

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Feature
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Quote PDF: Maximum Logo N/A N/A N/A 150 pixels 150 pixels 150 pixels 150 pixels
Height

Recycle Bin: Maximum 250 times 250 times 250 times 250 times 250 times 250 times your 250 times your
Number of Records your your your storage your your storage storage storage capacity
storage storage capacity in storage capacity in capacity in in MBs
capacity in capacity in MBs capacity in MBs MBs
MBs MBs MBs

Sharing Rules N/A N/A N/A For Pr ofessional, Enterpr ise,

Unlimited, and Developer
Editions, administrators can
create up to 300 sharing
rules per object, including up
to 50 criter ia-based rules.

Static Resources N/A A single A single A single A single A single static A single static
static static static static resource can resource can be
resource resource can resource resource can be up to 5 up to 5 MB in
can be up be up to 5 can be up be up to 5 MB in size. size.
to 5 MB in MB in size. to 5 MB in MB in size. An An organization
size. An size. An organization can have up
An organization An organization can have up to250 MB of
organizatio can have up organization can have up to250 MB of static resources,
n can have to250 MB of can have up to250 MB of static total.
up to250 static to250 MB of static resources,
MB of resources, static resources, total.
static total. resources, total.
resources, total.
total.

Tabs N/A 3 5 10 25 Unlimited 100

(The custom tabs contained
in a managed package in a
trial state or the managed
package of a native
application in any state
don't count against the
limits supported for
yourSalesforce Edition.)

Tags For all editions, a user is limited to a maximum of:

 500 unique personal tags
 5,000 instances of personal tags applied to records
Across all users, your organization can have a maximum of:
 1,000 unique public tags
 50,000 instances of public tags applied to records
 5,000,000 instances of personal and public tags applied to records
Territories: Maximum N/A N/A N/A N/A 15 15 15
Number of Account
Assignment Rules

Users: Maximum Number of 1 5 10 Unlimited Unlimited Unlimited 2

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Users Created
6 6 6 6
Web-to- Case: Maximum N/A N/A N/A 5,000 5,000 5,000 5,000
Number of New Cases
Generated in a 24–hour
Period
6 6 6 6
Web-to-Lead: Maximum N/A N/A N/A 500 500 500 500
Number of New Leads
Generated in a 24–hour
Period
1
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®
Pow erPoint presentations and Excel spreadsheets, to Adobe® PDFs, image files, audio files, and video files.
2
When data is substituted for the tokens in the URL, the link may exceed 3,000 bytes. Your brow ser may enforce additional limits for
the max imum URL length.
3
Each relationship is included in the maximum number of custom fields allow ed.
4
The max imum size of email messages for Email Services varies depending on language and character set.
5
As a best practice, don't exceed 10,000 child records for a master-detail relationship.
6
If your organization exceeds its daily Web-to- Case or Web-to-Lead limit, the default case ow ner or default lead creator receives a
notification email containing infor mation about the case or lead. When your organization reaches the 24–hour
limit, salesforce.com stores additional requests in a pending request queue that contains both Web-to- Case and Web-to-Lead requests.
The requests are submitted w hen the limit refreshes. The pending request queue has a limit of 50,000 combined requests. If your
organization reaches the pending r equest limit, additional requests are rejected and not queued. Your administrator receives email
notifications for the first five rejected submissions. Contact salesforce.com Customer Support to change your organization's pending
request limit.

WHAT TY PE OF REPORT CANNOT BE USED TO RUN A DASHBOA RD REPORT?

A. TABULA R
B. MA TRIX
C. SUMMA RY
D. NONE OF THE ABOV E
…
…
A. TABULA R

This is true in general, but there is some evidence in the online help that tabular reports with limited rows can be used in
Dashboards. See the highlighted text below.

Analytics Overview

Salesforce offers a pow erful suite of analytics tools to help you view and analyze your data. This topic introduces the parts and explains
how they w ork together.

Salesforce analytics consists of several integrated parts:

Report Types
A report type defines the set of records and fields available to a report based on the relationships betw een a primary object and its
related objects. Reports display only records that meet the criteria defined in the report type. Salesforce provides a set of pre-defined
standard report types; administrators can create custom report types as w ell.

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For example, an administrator can create a report type that shows only job applications that have an associated resume; applications
w ithout resumes w on't show up in reports us ing that type. An administrator can also show records that may have related records—for
example, applications w ith or w ithout resumes. In this case, all applications, w hether or not they have resumes, are available to reports
using that type.

Reports
A report returns a set of records that meets certain criteria, and displays it in organized row s and columns. Report data can be filtered,
grouped, and displayed graphically as a chart.Reports are stored in folders, w hich control w ho has access.

Dashboards
A dashboard show s data from source reports as visual components, w hich can be charts, gauges, tables, metrics,
or Visualforce pages. They provide a snapshot of key metrics and performance indicators for your organization. Each dashboard can
have up to 20 components. Administrators control access to dashboards by storing them in folders w ith certain visibility settings.
Dashboard folders can be public, hidden, or restricted to groups, roles, or territories. If you have access to a folder, you can view its
dashboards. To view a dashboard component, users need access to the folder for the underlying source report. Follow a dashboard to
get updates about the dashboard posted to your feed.

Each dashboard has a running user, w hose security settings deter mine w hich data to display in a dashboard. If the running user is a
specific user, all dashboard v iew ers see data based on the security settings of that user—regardless of their ow n personal security
settings. For dynamic dashboards, you can set the running user to be the logged-in user, so that each user sees the dashboard
according to his or her ow n access level.

Folders
A folder is a place w here you can store reports, dashboards, documents, or email templates. Folders can be public, hidden, or s hared,
and can be set to read-only or read/w rite. You control w ho has access to its contents based on roles, per missions, public groups, and
license types. You can make a folder available to your entire organization, or make it private so that only the ow ner has access.

Analytic Sn apshots
An analytic snapshot lets you report on historical data. Authorized users can save tabular or summary report results to fields on a
custom object, then map those fields to corresponding fields on a target object. They can then schedule w hen to run the report to load
the custom object's fields w ith the report's data. Analytic snapshots enable you to w ork w ith report data similarly to how you w ork w ith
other records in Salesforce.

For example, a customer support manager could set up an analytic snapshot that reports on the open cases assigned to his or her
team everyday at 5:00 PM, and store that data in a custom object to build a history on open cases from w hich he or she could spot
trends via reports. Then the customer support manager could report on point-in-time or trend data stored in the custom object and use
the report as a source for a dashboard component.

Note: Additional dynamic dashboards, scheduled reports, scheduled dashboards, and scheduled analytic snapshots may be available
for purchase. Contact yoursalesforce.com representative for information.

Reports Overview

Available in: All Editions except Database.com

A report returns a set of records that meets certain criteria, and displays it in organized row s and columns. Report data can be filtered,
grouped, and displayed graphically as a chart. Reports are stored in folders, w hich control w ho has access. You must have “ Read”
per mission on the records included in your reports; otherw ise, w hen you run them, they may be missing data or appear blank.

To help you monitor your organization, Salesforce offers a w ide range of standard reports, accessible in standard report folders on the
Reports tab. You can also create new custom reports to access exactly the information you need. Subtotal and limit your data to help
you analyze trends and get a concise picture of w hat is happening in your organization.

Salesforce supports three report formats, each w ith varying degrees of functionality and complexity:

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Form at Description

Tabular Tabular reports are the simplest and fastest w ay to look at data. Similar to a spreadsheet, they consist simply of
an ordered set of fields in columns, w ith each matching record listed in a row . Tabular reports are best for
creating lists of records or a list w ith a single grand total. They can't be used to create groups of data or
charts, and can't be used in dashboards unless rows are limited. Examples include contact mailing lists and
activity reports.

Summ ary Summary reports are similar to tabular reports, but also allow users to group row s of data, view subtotals, and
create charts. They can be used as the source report for dashboard components. Use this type for a report to
show subtotals based on the value of a particular field or w hen you w ant to create a hierarchical list, such as all
opportunities for your team, subtotaled by Stage and Ow ner. Summary reports w ith no groupings show as tabular
reports on the report run page.

Matrix Matrix reports are similar to summary reports but allow you to group and summarize data by both row s and
columns. They can be used as the source report for dashboard components. Use this type for comparing related
totals, especially if you have large amounts of data to summarize and you need to compare values in several
different fields, or you w ant to look at data by date and by product, person, or geography. Matrix reports w ithout at
least one row and one column grouping show as summary reports on the report run page.

Note: Additional scheduled reports may be available for purchase. Contact your salesforce.com representative for infor mation.

Custom Report Types and Analytic Snapshots

Users w ith the “ Manage Custom Report Types” per mission can define custom report types that extend the types of reports from which
all users in their organization can create or update custom reports. A report type defines the set of records and fields available to a
report based on the relationships betw een a primary object and its related objects. Reports display only records that meet the criteria
defined in the report type. Salesforce provides a set of pre-defined standard report types; administrators can create custom report types
as w ell.

Note:
• The infor mation you see in reports is only the data to w hich you have access. This includes records you ow n, records to w hich
you have read or read/w rite access, records that have been shared w ith you, records ow ned by or shared w ith users in roles
below you in the hierarchy, and records for w hich you have “Read” per missions.
• In addition, you can view only those fields that are v isible in your page layout and field-level security settings. (Field-level
security is available only in Enterpr ise, Unlimited, and Developer Editions.)
• If your organization uses div isions and you have the “Affected by Divisions” per mission, you can set your report options to
include records in just one division or all divisions. Reports that are already scoped (such as My Cases or My Sales Team’s
accounts) include records in all divis ions. If you do not have the “Affected by Divisions” per mission, your reports include
records in all divisions.
• Users w ith the “ Manage Analytic Snapshots” per mission can create and schedule snapshots. An analytic snapshot lets you
report on historical data. Authorized users can save tabular or summary report results to fields on a custom object, then map
those fields to corresponding fields on a target object. They can then schedule w hen to run the report to load the custom
object's fields w ith the report's data. Analytic snapshots enable you to w ork w ith report data similarly to how you w ork w ith
other records in Salesforce.

YOUR ORGA NIZATION IS A US- BASED COMPA NY WITH A DEFA ULT CURRENCY OF US DOLLA RS. AS A SALES REP, YOUR
PERSONAL CURRENCY IS SET TO BRITISH POUNDS. YOU CREA TE A N OPPORTUNITY WITH A CURRENCY IN BRITISH
POUNDS. THE A DMINISTRATOR UPDATES THE CURRENCY CONV ERSION RATES. WHICH OF THE FOLLOWING BEST
DESCRIBES WHAT HA PPENS TO THE A MOUNT OF Y OUR BRITISH- POUND- BASED OPPORTUNITY?

A. THE OV ERALL OPPORTUNITY A MOUNT DOES NOT CHANGE BUT THE CONV ERTED A MOUNT IN A REPORT DOES.
B. THE OV ERALL OPPORTUNITY A MOUNT AND CONV ERTED A MOUNT IN A REPORT CHA NGES

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C. ONLY NEWLY CREATED OPPORTUNITIES REFLECT THE CHA NGE

D. ONLY HISTORICALLY CREA TED OPPORTUNITIES REFLECT THE CHA NGE
…
…
A. THE OV ERALL OPPORTUNITY A MOUNT DOES NOT CHANGE BUT THE CONV ERTED A MOUNT IN A REPORT DOES.

Conversion rates to not change source values. In fact, even if you changed the currency of an Opportunity, it would NOT
change the Opportunity amount, it would just interpret that number as the newly selected currency – i.e. 100 dollars becomes
100 Euro s.

CUSTOM LINKS CAN BE USED FOR THE FOLLOWING:

A. LAUNCHING A N EXTERNAL URL

B. RUNNING A N S CONTROL
C. RUNNING A REPORT
D. ALL OF THE ABOV E
…
…
D. ALL OF THE ABOV E

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 Lay outs.

The Custom Links section of the Home tab contains links to w ebsites or Salesforce pages that are useful for everyone in your
organization. Your administrator sets w hich links display in this section.

Defining Hom e Tab Components

Available in: All Editions

User Perm issions Needed

To create or change home page layouts: “Customize Application”

Home page layouts contain standard components, such as Recent Items and Messages & Alerts, and any custom components y ou
create. You can create custom components such as a logo; see Creating Custom Components. Additionally, you can edit some
standard components; see Editing Components.

Ed iting Com ponents

1. Click Your Name | Setup | Custom ize | Hom e | Hom e Page Com ponents.
2. Click Edit next to the component you w ant to edit. If there is no Edit link next to a component, it is read only.
3. Make any changes.
 When editing the standard Messages & Alerts component, enter the text you w ant to display to users. If enter ing
HTML code for your message, make sure it is self-contained, w ell-formed HTML.
 When editing the Custom Links component, enter the link text to display to users in the Bookmar k field. In
the URL field, enter the complete w ebsite address, such as http://www.yahoo.com. To link to a Salesforce page, such
as a frequently-view ed report, enter only the part of the URL after salesforce.com, for example,/00Ox0000000esq4.
These links alw ays open w ithin the main Salesforce w indow , not in a popup w indow .

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Note: The standard home page Custom Links component is a quic k w ay to add links to the sidebar, but it does not support merge
fields, functions (such as the URLFOR function), executing JavaScript, or customizable w indow opening properties. If you need this
additional functionality:

 Click Your Name | Setup | Custom ize | Hom e | Custom Links, and create your home page custom links on that
page.
 Click Your Name | Setup | Custom ize | Hom e | Hom e Page Com ponents, and create a custom home page
component of type Links on that page that inc ludes the custom links created in the first step. See Creating Custom
Components. Note that creating a custom home page component for your links does not change the visual styling for
your end users.
Click Save.

Next, add the component to a home page layout; see Designing Home Tab Page Layouts.

Creating Custom Com ponents

If you are creating custom link components, define your Home tab custom links first; see Setting Custom Buttons and Links. If you are
creating an image component, upload your image to the Documents tab first. For infor mation on uploading your files to the Documents
tab, see Uploading and Replacing Documents.

1. Click Your Name | Setup | Custom ize | Hom e | Hom e Page Com ponents.
2. Click New .
3. Enter a name for the component. For custom links, this name displays as the section heading in the sidebar on the Home tab.
4. Choose the type of component.
5. Click Next.
 For links, select the appropriate custom links and click Add.
 For images, click Insert an im age, choose the document folder, and select the image file. Note that the image file
must be in a public folder and the Externally Availablecheckbox must be selected on the document's properties so
that users can view the image.
 For HTML area, choose w here to display the component, in either the w ide or narrow column, and enter your text,
image, or links in the box below .

Note: Components in the narrow column display in the sidebar. They do not display in the sidebar on other pages w ithin Salesforce
unless you specify that in your user interface settings or by assigning the “Show Custom Sidebar On All Pages” per mission. To change
your user interface settings, see Customizing User Interface Settings. For infor mation on profile per missions, see User Per missions.
For instructions on using the HTML for mat toolbar, see Using the For mat Toolbar.

Click Save.

Next, add the component to a home page layout; see Designing Home Tab Page Layouts.

Tip: Keep your image size s maller than 20 KB for optimum perfor mance. If your image is too large to fit in the insert w indow , use an
image editor to resize the image. Save your image in gif or jpeg for mat to reduce file size.

Setting Custom Buttons and Links

Available in: All Editions except Database.com

User Perm issions Needed

To create or change custom buttons and links: “Customize Application”

Create custom buttons and links to integrate Salesforce data w ith external URLs, applications, your company’s intranet, or other back-
end office systems.

Custom links can link to:

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 An external URL, such as www.google.com or your company’s intranet

 A custom s-control in the custom s-control library, such as a Java applet or Active-X control

Custom buttons can:

 Connect users to external applications, such as a w eb page that displays a map to a contact's address
 Run an s-control from the s-control library, such as an s-control that escalates a case from the case detail page
 Launch custom links

For both custom links and buttons, you can choose the display w indow properties that deter mine how the target of a link or button is
displayed to your users. Custom links and s-controls can include Salesforce fields as tokens w ithin the URL or custom s-control. For
example, you could include an account name in a URL that searches Yahoo: http://search.yahoo.com/bin/search?p={ !Account_Name}.
In addition, s-controls can include operators and functions.

In addition, you can override the default action of some standard buttons and customize the behavior of tab home pages to suit your
organization's needs. For more information, see Overriding Standard Buttons and Tab Home Pages.

IT IS POSSIBLE TO SHA RE A CUSTOM OBJECT RECORD MA NUALLY

A. TRUE
B. FALSE
…
…
A. TRUE

The bottom line comes from my training ORG, where I navigated to an Interviewer object, and the ‘Sharing’ button was
expo sed:

Clicking on this button allowed me to add Kathy Cooper with Read/Write permissions. You may want to conditionally read
through the ‘Sharing’ related help text below, though it does not seem to speak to this sp ecific question.

Creating Custom Object Sharing Rules

Available in: Enterprise, Unlim ited, Developer, and Database.com Editions

User Perm issions Needed

To create sharing rules: “Manage Users”

Custom object sharing rules can be based on the record ow ner or on other criteria, including record type and certain field values. You
can define up to 300 cu stom object sharing rules, including up to 50 criteria-based sharing rules.

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1. If you plan to include public groups in your shar ing rule, confir m that the appropriate groups have been created.
2. Click Your Name | Setup | Security Controls | Sharing Settings.
3. In the Shar ing Rules related list for the custom object, click New .
4. Select a rule type.
5. Depending on the rule type you selected, do the follow ing:
 Based on record ow ner—In the ow ned by members of line, specify the users w hose records w ill be shared: select
a category from the first drop-dow n list and a set of users from the second drop-dow n list (or lookup field, if your
organization has over 200 queues, groups, roles, or territories).
 Based on criteria—Specify the Field, Operator, and Value criteria that records must match to be included in the
sharing rule. The fields available depend on the object selected, and the value is alw ays a literal number or string.
Click Advanced Options... to change the default AND relationship betw een each filter.

Note: To use a field that's not supported by criter ia-based sharing rules, you can create a w orkflow rule
or Apex trigger to copy the value of the field into a text or numer ic field, and use that field as the criterion.

In the Share w ith line, spec ify the users w ho should have access to the data: select a category from the first drop-dow n list and a set of
users from the second drop-dow n list or lookup field. Select the sharing access setting for users.

Access Setting Description

Read Only Users can view , but not update, records.

Read/Write Users can view and update records.

Click Save.

Sharing Considerations
Your organization's sharing model gives users access to records they do not ow n. The sharing model is a complex relationship
betw een role hierarchies, user per missions, sharing rules, and exceptions for certain situations. Review the follow ing notes before
setting your shar ing model:

Exceptions to Role Hierarchy-based Sharing

Users can alw ays view and edit all data ow ned by or shared w ith users below them in the role hierarchy. Exceptions to this include:
 An option on your organization-w ide default allow s you to ignore the hierarchies w hen deter mining access to data. For more
information on this setting, see Controlling Access Using Hierarchies.
 Contacts that are not linked to an account are alw ays private. Only the ow ner of the contact and administrators can view it.
Contact sharing rules do not apply to private contacts.
 Notes and attachments mar ked as private via the Private checkbox are accessible only to the person w ho attached them and
administrators.
 Events mar ked as pr ivate via the Private checkbox are accessible only by the event ow ner. Other users cannot see the event
details w hen view ing the event ow ner’s calendar. How ever, users w ith the “View All Data” or “ Modify All Data” per mission can
see private event details in reports and searches, or w hen view ing other users’ calendars.
 Users above a record ow ner in the role hierarchy can only view or edit the record ow ner’s records if they have the “ Read” or
“Edit” object per mission for the type of record

Deleting Records
 The ability to delete individual records is controlled by administrators, the record ow ner, users in a role hierarchy above the
record ow ner, and any user that has been granted “Full Access.”
 If the shar ing model is set to Public Read/Write/Transfer for cases or leads or Public Full Access for campaigns, any user can
delete those types of records.

Adding Related Items to a Record

 You must have “ Read/Write” access to a record to be able to add notes or attachments to the record.
 You must have at least “Read” access to a record to be able to add activities or other associated records to it.

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Adding or Removing Sharing Access Manually

 The ability to manually extend the sharing access of individual records is controlled by administrators, the record ow ner, users
in a role hierarchy above the record ow ner, and any user that has been granted “Full Access.” See Sharing Accounts, Sharing
Campaigns, Sharing Contacts, Sharing Opportunities, Sharing Cases, and Sharing Leads. … THIS INCLUDES CUSTOM
OBJECTS
 Changing your shar ing model deletes any manual shares your users have created.

User Perm issions and Object-Level Perm issions

While your shar ing model controls visibility to records, user per missions and object-level per missions control w hat users can do to
those records.
 Regardless of the sharing settings, users must have the appropriate object-level per missions. For example, if you share an
account, those users can only see the account if they have the “ Read” per mission on accounts. Likew ise, users who have the
“Edit” per mission on contacts may still not be able to edit contacts they do not ow n if they are w orking in a Pr ivate sharing
model.
 Administrators, and users w ith the “View All Data” or “ Modify All Data” per missions, have access to view or edit all data.

Account Sharing
 To restrict users’ access to records they do not o wn that are associated with accounts they do o wn, set the
appropriate access level on the role. For example, you can restrict a user's access to opportunities they do not own
yet are associated with accounts they do o wn u sing the Opportunity Access option.
 Regardless of the organization-w ide defaults, users can, at a minimum, view the accounts in their territories. Also, users can
be granted access to view and edit the contacts, opportunities, and cases associated w ith their territories' accounts.

Apex Sharing
 You can't change the organization-w ide default settings from pr ivate to public for a custom object if an Apex script uses the
sharing entries associated w ith that object. For example, if a script retrieves the users and groups w ho have sharing access on
a custom object Invoice__c (represented as Invoice__share in the code), you can't change the object's organization-w ide
sharing setting from private to public.

Cam paign Sharing

 In Enterprise, Unlimited, and Developer Editions, designate all users as Mar keting Users w hen enabling campaign shar ing.
This simplifies administration and troubleshooting because access can be controlled using sharing and profiles.

Note: Pr ofessional Edition customers cannot manage users this w ay because custom profiles are not enabled in Professional Edition
organizations.

 To segment visibility betw een business units w hile maintaining existing behavior w ithin a business unit:
1. Set the campaign organization-w ide default to Private.
2. Create a shar ing rule to grant marketing users Public Full Access to all campaigns ow ned by users w ithin their
business unit.
3. Create a shar ing rule to grant all non- marketing users in a business unit Read Only access to all campaigns ow ned
by users in their business unit.
 When a single user, such as a regional marketing manager, ow ns multiple campaigns and needs to segment v isibility betw een
business units, share campaigns individually instead of using sharing rules. Sharing rules apply to all campaigns ow ned by a
user and do not allow segmenting vis ibility.
 Create all campaign shar ing rules prior to changing your organization-w ide default to reduce the affect the change has on your
users.
 To share all campaigns in your organization w ith a group of users or a specific role, create a shar ing rule that applies to
campaigns ow ned by members of the “ Entire Organization” public group.
 Minimize the number of sharing rules you need to create by using the “ Roles and Subordinates” option instead of choosing a
specific role.
 If campaign hierarchy statistics are added to the page layout, a user can see aggregate data for a parent campaign
and all the campaigns below it in the hierarchy regardless of whether that user has sharing rights to a particular
campaign within the hierarchy. Therefore, consider your organization's campaign sharing settings w hen enabling campaign

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hierarchy statistics. If you do not w ant users to see aggregate hierarchy data, remove any or all of the campaign hierarchy
statistics fields from the Campaign Hierarchy related list. These fields w ill still be available for reporting purposes. For more
information, see View ing Campaign Hierarchy Statistics.
 If the shar ing model is set to Public Full Access for campaigns, any user can delete those types of records.

Cam paign Mem ber Sharing

Campaign member sharing is controlled by campaign sharing rules. Users that can see a campaign can also see associated campaign
members.

Contact Sharing
 The organization-wide sharing default for contacts is not available to organizations that have person
accounts enabled.
 If your organization-w ide default for contacts is set to Controlled by Parent, the Contact Access options are not available w hen
sharing related records like accounts; instead, all access to contacts is deter mined by the user's access to the contact's
account.

Price Book Sharing

 Sharing on price books controls w hether users can add the price book and its products to opportunities.
 User per missions control w hether users can view , create, edit, and delete price books.

YOU CAN CUSTOMIZ E THE OPPORTUNITY STAGE HISTORY RELATED LIST ON A N OPPORTUNITY PA GE LAYOUT.

A. TRUE
B. FALSE
…
…
B. FALSE

See the screen shot below, the Stage History section has “This list is not cu stomizable”. (The help text does not speak to this)

Stage History

Available in: All Editions that signed up pr ior to Summer '09

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions that s igned up during or after Summer '09
Not Available in Database.com

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User Perm issions Needed

To view opportunity stage history: “Read” on opportunities

The Stage History related list of an opportunity detail page tracks the changes in status for that opportunity. Any time you change
the A mount, Probability, Stage, or Close Date for the opportunity, a new entry is added to the list w ith the name of the person that made
the change and a date stamp.

For information on tracking changes to any standard or custom field on an opportunity, see Opportunity Field History. For information
on tracking changes in status for standard and custom opportunity fields using reports and dashboards, see Setting Up Analytic
Snapshots.

IT IS POSSIBLE TO V IEW A FORECAST BASED ON ALL OF THE FOLLOWING EXCEPT:

A. TERRITORY
B. PRODUCT FA MILY
C. DA TE RANGE
D. SALES TEA M
…
…
D. SALES TEA M

Sales team is the only Answer that does not sho w up in the help text below. In this context, we can assum e that ‘Sales Team’
means the team assigned to collaboratively work on an Opportunity, NOT a bunch of Sales Rep s reporting to a manager.

Forecasts Overview

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

Note: This infor mation applies to the Winter '12 release of Forecasts. If you're using customizable forecasts, see the
topic Customizable Forecasting Home. For an overview of the forecasting version differences, see What's the difference betw een the
Forecasting features?

Using Forecasts, you can predict and plan your sales cycle from pipeline to c losed sales, and manage sales expectations throughout
your organization. A forecast is an expression of expected sales revenue based on the gross rollup of a set of opportunities. A forecast
includes any adjustments made by you or your subordinates. Forecasts are organized by forecast category and period in the rollup
table on the forecasts page. Here, you can view forecasts and related opportunities by forecast category for just one person or
everyone below you in the forecast hierarchy. For example, you can see the July Best Case forecast for all the sales managers who
report to you, all the sales reps w ho report to any one of your managers, or just one individual. With forecasts, you have the flexibility to
perform many tasks. Forecasts contain:
 Interactive, expandable tables that let you select and view your ow n forecasts and those of your subordinates.
 Forecast summary infor mation for single months and a multi- month range, for each forecast category.
 List of related opportunities that updates dynamically according to your forecast selection.
 Easy adjustments ability and access to related details, inc luding w ho made adjustments and original forecast amounts.
 Access to opportunity records, right from the forecasts page.
 Support for multiple currencies.

The feature w orks w ith your organization's forecasts hierarchy. You can view the forecasts and related opportunities of your
subordinates at all levels of the hierarchy, and adjust the forecasts of subordinates one level beneath you. The user interface makes it
simple to conduct status calls w ith your sales team because you can move around it w ith ease. If your organization is set up for
multicurrency, you can view forecasts in any active currency. Forecasts use your organization's corporate currency by default, but users
can select a display currency from any of your organization's active currencies.

View ing Custom izable Forecasts

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Available in: Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To see forecasts of other users: “View All Forecasts”
To override your forecast: “Override Forecasts”

Note: This infor mation applies to Customizable Forecasting. For a comparison of the forecasting version differences, see What's the
difference betw een the Forecasting features?

When you clic k the Forecasts tab, review the amounts listed and deter mine if they are ready to be submitted.
 Initially, your name appears in the title bar and above Find a Forecast:, indicating that you are view ing your ow n forecast.
Users w ith the appropr iate per missions can clic k the magnifying glass icon and select another user or role to view that
person’s forecast. When you are view ing a forecast other than your ow n, the role or username w ill be displayed in the title bar
and above Find a Forecast:. In addition, your access level w ill be displayed above Find a Forecast:.
 If you organization uses manual forecast sharing, click Sharing to view the forecast sharing settings or to share the forecast
w ith other users.
 If your organization uses territor ies, choose an option from the Territory picklist to summar ize the forecast by that territory.
See Territory Management Overview .
 If your organization uses product families, choose an option from the Product Family picklist to summar ize the forecast by that
product family. Choosing --All-- product families disables the Subm it, and Forecast History options; choose another product
family to use these options. See Defining Customizable Forecast Settings for information on customizing your organization to
use product families.
 If your organization forecasts on both revenue and quantity, select w hether to inc lude revenue, quantity, or revenue and
quantity. This controls w hich information is displayed for each amount listed.
 Select a date range under Range Start to view another forecast period. Forecast details for opportunities that closed more
than tw o years before you implemented customizable forecasting or more than 10 years in the future are not available. For
information on opportunities outside of this time range, see Opportunity Reports.
 Note: Organizations that implemented customizable forecasting prior to the Salesforce Winter '07 release can see forecasts
outside of this range.
 Select a Range Length to view fewer or more forecast periods.
 Note: If you are using custom fiscal years, per iods before the first defined custom fiscal year or after the last defined fiscal
year use calendar months or calendar quarters (depending on your forecast setting) for the range start and period length.
 Select an option next to Display Units to view forecast totals using a different unit of measurement. To display w hat portion
each total is of your quota, choose % Quota.

View ing Forecast History

When view ing a forecast from the Forecasts tab, c lick Forecast History to view snapshots of your forecast data taken w hen you submit
it. You can also view the submitted forecasts of subordinates users. Click Forecast Summ ary to return to the prev ious view .

View ing Forecast Am ount Details

Select the Forecasts subtab to see forecast details. Clic k any forecast amount to view details of the opportunity amounts included in
that forecast amount. From the details page, clic k any item listed to v iew it. Click Edit to override that item. See Overriding
Customizable Forecasts for instructions on overriding forecast amounts from the opportunity.
If you have direct reports (users that report directly to you), their forecasts display below yours. The Choose a view option allow s you to
change the w ay forecast information is displayed for your direct reports. Use this option to group forecast data by subordinate or
forecast period.
 View by Period displays a list of direct reports and their forecasts for each forecast period. Click any name to view the
forecast for that user.
 View by Direct Report displays a list of forecast totals for each direct report. Clic k View next to any subordinate name to view
the forecast for that user.
 Clicking any amount displays the opportunities and forecast overrides included in that amount.

View ing Opportunities

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Select the Opportunities subtab to see the opportunities that are included in the displayed forecast. On the Opportunities subtab, you
can choose, or create, a list view to further filter the displayed opportunities. Click any opportunity to see the opportunity details. To
override the opportunity, click Edit. For more infor mation on overriding opportunities, see Overriding Customizable Forecasts.

Note: When a partner portal is transferred to another account, the opportunities on each account are automatically recalculated through
your organization's forecast hierarchy.

Territory Managem ent Overview

Available in: Enterprise, Unlim ited, and Developer Editions

Territory management is an account shar ing system that grants access to accounts based on the character istics of the accounts. It
enables your company to structure your Salesforcedata and users the same w ay you structure your sales territories. Particular ly if your
organization has a pr ivate sharing model, you may need to grant users access to accounts based on criteria such as zip code, industry,
revenue, or a custom field that is relevant to your business. You may also need to generate forecasts for these diverse categor ies of
accounts. Territory management solves these business needs and provides a pow erful solution for structuring your users, accounts,
and their associated contacts, opportunities, and cases.

Note: Account ow nership and its effect on record sharing remains valid and unchanged w hen territory management is in use.
Key benefits of territory management include:
 The ability to use account criteria to expand a private sharing model.
 Support for complex and frequently changed sales organization structures.
 Support for transferring users betw een territories, w ith the option to retain opportunities.
 Multiple forecasts per user, based on territory membership.
 Territory-based sales reports.

Note: Territory management only affects accounts and the standard objects that have a master-detail relationship to accounts. For
example, opportunities are inc luded in territory management but leads are not.

What is a Territory?
A territory is a flexible collection of accounts and users w here the users have at least read access to the accounts, regardless of who
ow ns the account. By configur ing territory settings, users in a territory can be granted read, read/w rite, or ow ner-like access (that is, the
ability to v iew , edit, transfer, and delete records) to the accounts in that territory. Both accounts and users can exist in multiple
territories. You can manually add accounts to territories, or you can define account assignment rules that assign accounts to territories
for you.
Not only can you control access to accounts for users in each territory, you can also control users' access to the opportunities and
cases associated w ith the accounts in the territory, regardless of w ho ow ns the records. For more information, see Territory Fields.

What is a Territory Hierarchy?

Territories exist in a hierarchy w hich you can set up w ith as many nested levels as you w ish. For example, you could create a top-level
territory named “Wor ldw ide Sales” that has the child territories “North A merica,” “ Europe/Middle East,” “Latin A mer ica,” “Africa,” and
“Asia/Australia.” “North A merica” might have the child territories “ Canada” and “ United States.“ “United States” might have the child
territories “Western,” “ Central,” “Southern,” and “ Eastern.” Finally, “ Western” might have the child territories “ California,” “ Oregon,”
“Washington,” “ Nevada,” “Arizona,” and “ Utah.”

Note that territory hierarchies do not have to be focused on geography; they can be defined how ever you like. For more information,
see Building Your Territory Hierarchy.

How Do Territories Affect Forecasting?

When you enable territory management for your organization, your forecast data is der ived from the opportunities that are associated
w ith the accounts in your territories. Users w ill have a different forecast for each territory to w hich they are assigned. For example, if
you are assigned to both “ California” and “Arizona,” you w ill have one forecast for the opportunities you have in “ California,” and
another forecast for the opportunities you have in “Arizona.” See View ing Customizable Forecasts.

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WHICH OF THE FOLLOWING DOES A PROFILE CONTROL?

A. USERNA ME AND PASSWORD

B. ROLE LEV EL ACCESS
C. REA D, CREA TE, EDIT, AND DELETE PERMISSIONS
D. SHA RING RULES
…
…
C. REA D, CREA TE, EDIT, AND DELETE PERMISSIONS

User Profiles Overview

Available in: Enterprise, Unlim ited, Developer, and Database.com Editions

A profile contains user per missions and access settings that control w hat users can do w ithin Salesforce, the partner portal, and
the Customer Portal.

Depending on w hich profile user interface is enabled in your organization, you can:
 View and edit profiles in the enhanced profile user interface
 View and edit profiles in the original profile user interface

You can also change per missions in multiple profiles from the list view .

Pr ofiles control:
 Which standard and custom apps users can view
 Which tabs users can view
 Which record types are available to users
 Which page layouts users see
 Object per missions that allow users to create, read, edit, and delete records
 Which fields w ithin objects users can view and edit
 Per missions that allow users to manage the system and apps w ithin it
 Which Apex classes and Visualforce pages users can access

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 Which desktop clients users can access

 The hours dur ing w hich and IP addresses from w hich users can log in
 Which service prov iders users can access (if Salesforce is enabled as an identity prov ider)

Note: Chatter customers (users w ith the Chatter External User profile) can only see groups they belong to and people in those groups;
they can't see any Salesforce information. If your organization uses a custom domain or IP restrictions, it's recommended that us ers
w ith the Chatter External User log in us ing single sign-on.

Every organization has standard profiles. In Contact Manager, Group, and Professional Edition organizations, you can assign standard
profiles to your users, but you can't view or edit the standard profiles or create custom profiles. In Enterpr ise, Unlimited, and Dev eloper
Edition organizations, you can use standard profiles, or create, edit, and delete custom profiles. For standard profiles, only certain
settings can be changed.

Each standard or custom profile belongs to exactly one user license type.

IF A LEA D WITH A SINGLE MA RKETING CA MPA IGN IS CONV ERTED, THE CA MPA IGN INFORMATION WILL MA P TO THE
NEWLY CREA TED CONTA CT AND OPPORTUNITY RECORD AUTOMA TICALLY.

A. TRUE
B. FALSE
…
…
A. TRUE

The existence of a single marketing campaign or a multiple marketing campaigns does not appear to change the behavior –
SFDC has logic in place to select a one campaign over another for Contact -> Campaign M ember Status and Opportunity ->
Primary Campaign Source.

Converting Leads

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To convert leads: “Create” and “ Edit” on leads, accounts, contacts, and opportunities
AND
“Convert Leads”
AND
“Read” on any related campaigns

When you convert a lead, Salesforce creates a new account, contact, and, optionally, an opportunity using the infor mation from the
lead. Any campaign members are moved to the new contact and the lead becomes read only. If an existing account and contact
have the same names a s tho se sp ecified on the lead, you can choose to update the exi sting account and contact. Information
from the lead is inserted only into blank fields; Salesforce does not overwrite existing account and contact data.

All open and closed activities from the lead are attached to the account, contact, and opportunity. You can assign the ow ner of the
records, and schedule a follow -up task. When you assign a new owner, only the open activities are assigned to the new ow ner. If you
have custom lead fields, that infor mation can be inserted into custom account, contact, or opportunity fields. Converted leads can't be
view ed, although they appear in lead reports. Salesforce updates the Last Modified Date and Last Modified By system fields on
converted leads w hen picklist values included on converted leads are changed.

To convert a lead:
1. From the lead detail page, clic k Convert.

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2. Optionally, change the ow ner of the new records. This reassigns all notes, attachments, and open activities to the new ow ner
but does not change closed activities. Select the Send Email to the Ow ner checkbox to send an automated email to the new
ow ner.

Note: If you have a trigger set to fire w hen new records are created, the tr igger temporar ily assigns a system user as the ow ner of the
created records. After the trigger finishes, the ow ner is set to the lead ow ner.

3. In the Account Name field, select a new account or search for an existing account. Click View to open a printable view of the
existing account. Infor mation from the lead is inserted only into blank fields; it w ill not overw rite existing account data.
4. If you are updating an existing person account, select the checkbox if you w ant to overw rite the Lead Source field in
the person account w ith the value from the lead.
5. In the Opportunity Name field, enter a name for the new opportunity, or select the Do not create a new opportunity upon
conversion checkbox if you do not w ant to create an opportunity.
6. In the Converted Status picklist, select a status for the converted lead. Choices include statuses marked as “converted” by
your administrator.
7. Optionally, fill in the follow ing fields to schedule a follow -up task that is automatically assigned to the record ow ner:
 Subject—Subject or short description of the task, for example, “ Email quote to customer.” You can enter a subject, or
select from a pic klist of previously defined subjects.
 Due Date (optional)—Date w hen the task should be completed. You can enter a date, or choose a date from the
calendar that displays w hen you put your cursor in the field.
 Comments (optional)—Text note describing the task. This field can hold up to 32KB of data.
 Status—Current status of task, for example, Not Started or Completed. ( Picklist selections can be customized by your
administrator.)
 Pr iority—Urgency of the task, for example, Low , Medium, or High. ( Picklist selections can be customized by your
administrator.)
 Send Notification Email (optional)—Select this checkbox to send a notification about this task to the assignee.
 Reminder (optional)—Select this checkbox to schedule a reminder for this task.
Click Convert.

If a duplicate contact exists, choose w hether to create a new contact or update the existing contact. Information from the lead
is inserted only into blank fields; it w ill not overw rite existing contact data.

When updating an existing contact, chec k the box if you w ant to overw rite the Lead Source field in the contact w ith the value
from the lead.

Click Convert to finish.

All notes and attachments from the lead are converted and attached to the new account and contact. All open activities and activ ity
history from the lead are converted and attached to the new account, contact, and opportunity. The converted lead record can no longer
be view ed, although it does contribute data to reports.

Tip: Alternatively, you can also convert a lead by clicking Find Duplicates from the leads home page. See Merging Duplicate Leads for
more information about converting a lead using the merge utility.

Notes on Converting Leads

 Conversion impact on w orkflow :
o You cannot convert a lead that is associated with an active approval process or has pending workflow
actions. For more infor mation, see Managing Approval Processes and Managing Workflow Rules.
o Converting a lead to a person account cannot tr igger w orkflow rules.
o If validation and triggers for lead convert are enabled in your organization, then converting a lead can tr igger a
workflow action on a lead. For example, if there is an active w orkflow rule that updates a lead field or transfers the
ow ner of a lead, that rule can tr igger w hen the lead is converted, even if the lead is no longer visible on the Leads tab
as a result of the conversion. Note that if a w orkflow rule creates a new task as a result of a lead conversion, the task
is assigned to the new ly created contact and related to the associated account or opportunity. For more infor mation,
see Customizing Lead Settings.

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o When a lead is converted by someone w ho isn't the lead ow ner, all w orkflow tasks associated w ith the lead that are
assigned to that user, except email alerts, are reassigned to the lead ow ner. Workflow tasks assigned to users other
than the lead ow ner and lead converter are not changed.
 Conversion impact on campaigns:
o If the lead matches an existing contact and both records are linked to the same campaign, the campaign member
status is deter mined by w hichever is further along in the lifecycle of the campaign. For example, if the lead member
status is “sent” and the contact member status is “responded,” the responded value is applied to the contact.
o Related campaign information is alw ays associated w ith the new contact record regardless of the user's sharing
access to the campaign.
o When more than one campaign is associated w ith a lead, the most recently associated campaign is applied to
the Pr imary Campaign Source field on the opportunity regardless of the user's sharing access to the campaign.
 Conversion impact on standard and custom lead fields:
o The system automatically maps standard lead fields to standard account, contact, and opportunity fields (see Lead
Conversion Mapping).
o For custom lead fields, your administrator can specify how they map to custom account, contact, and opportunity
fields (see Mapping Custom Lead Fields).
o The system assigns the default picklist values for the account, contact, and opportunity w hen mapping any standard
lead picklist fields that are blank. If your organization uses record types, blank values are replaced w ith the default
picklist values of the new record ow ner.
 When a lead is converted, Chatter feed posts associated w ith the lead aren’t migrated. The lead posts are no longer available
in the Chatter feed.
 Dur ing lead convert, Apex triggers are fired and universally required custom fields and validation rules are enforced only
if validation and tr iggers for lead convert are enabled in your organization.
 Salesforce ignores lookup filters w hen converting leads if the Enforce Validation and Tr iggers from Lead Convert chec kbox on
the Lead Settings page is deselected.
 If the lead has a record type, the default record type of the user converting the lead is assigned to records created during lead
conversion.
 The default record type of the user converting the lead deter mines the lead source values available during conversion. If the
desired lead source values are not available, add the values to the default record type of the user converting the lead.
 Your organization can set its ow n guidelines for deter mining w hen a lead is qualified, but typically, you w ill w ant to convert a
lead as soon as it becomes a real opportunity that you w ant to forecast.
 If you are using local lead names, the Company Name (Local) on the lead w ill automatically map to the Account Name
(Local) along w ith their associated standard name fields.
 If your organization uses div isions, the new account, contact, and opportunity are assigned to the same division as the lead. If
you update an existing account during lead conversion, the account’s division is not changed, and the new contact and
opportunity inherit the account’s division.
 If your organization uses territory management, the new account is evaluated by account assignment rules and may be
assigned to one or more territories. If the rules assign the account to exactly one territory, then the opportunity w ill also be
assigned to that territory. If the rules assign the account to multiple territories, then the opportunity is not assigned to any
territory.
 If your organization uses person accounts, you can convert leads to either person accounts or business accounts. Leads w ith
a blank Company field are converted toperson accounts. The default person account record type for your profile is applied to
the new person account. Note that you can only create leads w ith a blank Companyfield using the Force.com A PI. Leads w ith
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.

As a best practice, w e recommend that you use different lead record types and page layouts to differentiate leads that w ill be converted
to person accounts from those that w ill be converted to business accounts. In particular, remove the Company field from the page
layouts of leads that w ill be converted to person accounts, and make theCompany field required on the page layouts of leads that w ill
be converted to business accounts.

 If your organization uses Salesforce to Salesforce: When you convert a lead, Salesforce to Salesforce inactivates the shared
record and updates the External Sharing related list in your connection's lead record w ith an Inactive (converted) status. Due
to inactivation of the shared record, changes to the Lead Status dur ing conversion aren't reflected in your connection's lead
record.

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 When you convert a lead into a ex isting account, you don’t automatically follow that account. How ever, when you convert the
lead into a new account, you automatically follow the new account, unless you disabled feed tracking for accounts in
your Chatter settings.

WHEN A MA NAGER OV ERRIDES A SUBORDINA TE'S FORECA ST, THE SUBORDINA TE CAN SEE THE MA NAGER'S OV ERRIDE

A. TRUE
B. FALSE
…
…
A. TRUE

It is true that the subordinate can see that the manager has overridden an opportunity, but the subordinate cannot see t he
details of the manager’s override. There is no definitive answer for this in the help text, but the following experiment should
suffice.

Given: Kathy Cooper (US Sales Director) and Phil Smith (US Sales Rep):
• Logged in as Phil Smith
• Generated the following forecast:

• Logged in as Kathy Cooper

• Overrode Phil Smith’s forecast:

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• Logged back in as Phil Smith

• The actual forecast looks the same:

• But the opportunity-forecast does show an indicator that the opportunity has been overridden:

• However, as Phil, I cannot see in what way the opportunity was overridden (click Edit in the Opportunity Forecast):

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Overriding Custom izable Forecasts

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To see forecasts of other users: “View All Forecasts”

To override your forecast: “Override Forecasts”

Note: This infor mation applies to Customizable Forecasting. For a comparison of the forecasting version differences, see What's the
difference betw een the Forecasting features?

You can make your forecast a more accurate assessment of your forecasted sales by overriding forecast amounts as needed. A ny user
can override a forecast from the opportunity by changing the Stage or Forecast Category of the opportunity. Users w ith the “ Override
Forecasts” per mission can override their forecast or any direct report’s forecast at the forecast level.

Overriding Your Forecast from the Opportunity

1. Click the Opportunities subtab on the Forecasts page.
2. Click Edit for the opportunity you w ant to override.
3. Make any changes to the details. The options available differ depending on w hether you ow n the opportunity.
4. If products are on the opportunity and you w ant to change the forecast category for that product, select Change Category,
then select the appropr iate Product Forecast Category.
5. Click Save. The opportunity is mar ked w ith the appropriate icon indicating its override status. For a description of each
override icon, see Forecast Override Indicators.

Click Save & Refresh to update the record and redisplay the totals.

Overriding Your Forecast Total

1. Click the Forecasts subtab on the Forecasts page.

2. Click the edit icon ( ) to override the adjusted total.

3. Enter a new amount and any comment.
4. Click Save. The forecast is marked w ith the appropr iate icon indicating its override status. For a description of each override
icon, see Forecast Override Indicators.

Overriding the Forecast of Your Direct Reports

1. Click the Forecasts subtab on the Forecasts page.

2. Click the edit icon ( ) to override your direct report's forecast.

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3. Choose one of the override options to control w hich override amounts, if any, are included in the forecast:
 Accept John Doe’s forecast—Use this option to accept the forecast of your direct report, including any overrides
that he or she has made.
 Reject any override on John Doe’s forecast, but accept forecast overrides from other subordinates—Use this
option to ignore overrides made on your direct report's forecast, but include any overrides made on forecasts further
dow n in the hierarchy.
 Reject all forecast overrides—Use this option to ignore all forecast-level overrides but include opportunity-level
overrides. If you have overridden amounts at the opportunity, your ow n opportunity forecasts are used in this
calculation. Choose this option if you w ant forecast amounts to be based on opportunity amounts inc luding overrides
made at the opportunity level.
 Override the forecast and set it to—Use this option to enter an amount that replaces the current amount in your
forecast. Your manager w ill see this amount in your forecast but your subordinates w ill not.
If you forecast on both revenue and quantity, choose an override option for quantity forecast.

Click Save. The forecast is marked w ith the appropr iate icon indicating its override status. For a description of each override
icon, see Forecast Override Indicators.

Note: The Forecasts tab is unlike other tabs in that it automatically calculates data for you based on your opportunity data. You do not
need to create or delete forecast records.

RELATED LISTS DISPLAY THE MA NY SIDE OF A ONE- TO- MA NY RELATIONSHIP

A. TRUE
B. FALSE
…
…
A. TRUE

CASE ASSIGNMENT RULES A RE BASED ON ELA PSED TIME

A. TRUE
B. FALSE
…
…
B. FALSE

Note that the answer for this question in the source practice test wa s A. True, but this is incorrect. Case ESCALATION rules
are based on elapsed time, but Case ASSIGNM ENT rules are based on the criteria of the case when it is created – i.e. nature of
the problem, product or service at issue, geography, etc.

Assigning Cases

The case assignment options vary according to w hich Salesforce Edition you have.

User Perm issions Needed

To view cases: “Read” on cases

To take ow nership of cases from queues: “Edit” on cases

You can assign cases to users or queues in a variety of w ays.

Using an Assignment Rule for Web-to-Case, Em ail-to-Case, or On-Dem and Em ail-to-Case:

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In Professional, Enterprise, Unlimited, and Developer Edition organizations, w eb- and email-generated cases are automatically
assigned to users or queues based on criteria in your active case assignment rule. (See Managing Assignment Rules.)

Cases that do not match the assignment rule criteria are automatically assigned to the Default Case Ow ner specified in the Support
Settings.

Using an Assignment Rule w hen Creating or Editing a Case:

In Professional, Enterprise, Unlimited, and Developer Edition organizations, w hen creating or editing a case, you can check a box to
assign the case automatically using your active case assignment rule. An email is automatically sent to the new ow ner if your
administrator specified an email template in the matching rule entry. If you w ant this checkbox to be selected by default, your
administrator can modify the appropr iate page layout.

Changing Ow nership of Multiple Cases (adm inistrators only):

From any case list page, an administrator, or a user w ith the “ Manage Cases” per mission, can manually assign one or more cases to a
single user or queue. See Changing Multiple Cases.

Taking Cases from a Queue:

To take ow nership of cases in a queue, go to the queue list view , check the box next to one or more cases, and click Accept.
See Changing Multiple Cases.

Note: The organization-w ide sharing model for an object deter mines the access users have to that object's records in queues:

Public Read/Write/Transfer:
Users can view and take ow nership of records from any queue.

Public Read/Write or Public Read Only:

Users can view any queue but only take ow nership of records from queues of w hich they are a member or, depending on sharing
settings, if they are higher in the role or territory hierarchy than a queue member.

Private:
Users can only view and accept records from queues of w hich they are a member or, depending on shar ing settings, if they are higher
in the role or territory hierarchy than a queue member.

Regardless of sharing model, users must have the “ Edit” per mission to take ow nership of records in queues of w hich they are a
member. Administrators, users w ith the “ Modify All” object-level per mission for Cases, and users w ith the “ Modify All Data” per mission,
can view and take records from any queue regardless of the sharing model or their membership in the queue.

Changing Ow nership of One Case

To transfer a single case you ow n or have read/write privileges to, clic k Change next to the Case Ow ner field on the case detail page,
and specify a user, partner user, or queue. Make sure that the new ow ner has the “Read” per mission on cases. The Change link
displays only on the detail page, not the edit page.

In Professional, Enterprise, Unlimited, and Developer Edition organizations, chec k the Send Notification Email box to automatically
send an email to the new case ow ner. The template for this email is specified in the Support Settings.

Creating a Case Manually (default assignment):

When you create a case from the Cases tab, you are automatically listed as the case ow ner, unless you check the box to assign the
case via your assignment rule. See Creating Cases.

Managing Assignment Rules

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Lead Assignment Rules available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions
Case Assignment Rules available in: Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To create or change assignment rules: “Customize Application”

Create assignment rules to automate your organization’s lead generation and support processes.
 Lead Assignment Rules - Specify how leads are assigned to users or queues as they are created manually, captured from
the w eb, or imported via the lead import w izards.
 Case Assignment Rules - Deter mine how cases are assigned to users or put into queues as they are created manually,
using Web-to- Case, Email-to- Case, On- Demand Email-to- Case, the Self-Service portal, the Customer Portal, Outlook, or
Lotus Notes.

Typically, your organization w ill have one rule for each overall purpose - for example, one lead assignment rule for importing and a
different lead assignment rule for w eb-generated leads; or one case assignment rule for standard use and one case assignment rule for
holiday use. For each rule type, only one rule can be in effect at any time. For a list of the max imum number of rules allow ed in each
organization, see Salesforce Editions and Limits.

Each rule consists of multiple rule entr ies that specify exactly how the leads or cases are assigned. For example, your standard case
assignment rule may have tw o entries: cases w ith “Type equals Gold” are assigned to “Gold Service” queue, and cases w ith “Type
equals Silver” are assigned to “ Silver Service” queue.

To create an assignment rule, click Your Name | Setup | Custom ize from the top of any page. Then select Leads or Cases, and
click Assignment Rules.

Sam ple Assignment Rule

The follow ing case assignment rule assigns a case to a spec ific queue based on the account rating:
Rule Name — Hot Account Assignment
Rule Entries:
Order Criteria Assign To

1 ISPICKVAL(Account.Rating, "Hot") Tier 1 Support Queue

2 OR( ISPICKVAL(Account.Rating, "War m") , Tier 2 Support Queue

ISPICKVAL(Account.Rating, "Cold") )
For additional lead management rule examples, see Examples of Advanced For mula Fields.

Creating Escalation Rules

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To create or change escalation rules: “Customize Application”

Create case escalation rules to escalate cases automatically if they are not resolved w ithin a certain period of time.

Typically, your organization w ill have one escalation rule that consists of multiple entries w hich specify exactly how the cases are
escalated. For example, your standard case escalation rule could have tw o entries: cases w ith Type set to Gold are escalated w ithin
tw o hours, and cases w ith Type set to Silver are escalated w ithin eight hours.

For a list of the maximum number of rules allow ed in each organization, see Salesforce Editions and Limits.

For information on debugging escalation rules, see What is a Debug Log?.

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WHICH OF THE FOLLOWING A RE TRUE ABOUT MA STER/DETA IL RELATIONSHIPS IN CUSTOM OBJECTS?

Choose 2 Answ ers

A. SHA RING IS INHERITED FROM PA RENT
B. CHILD NEEDS TO BE MA NUALLY DELETED WHEN PA RENT IS DELETED
C. ONLY CHILD FIELDS ARE AVAILABLE FOR REPORTING
D. LOOKUP FIELD IN CHILD IS REQUIRED
…
…
A. SHA RING IS INHERITED FROM PA RENT
D. LOOKUP FIELD IN CHILD IS REQUIRED

Overview of Relationships

Available in: Contact Manager, Group, Professional, Enterprise, Unlim ited, Developer, and Datab ase.com Editions

Use relationships to associate an object w ith other objects in Salesforce. For example, a relationship can link custom object records to
standard object records in a related list, such as linking a custom object called “Bugs” to cases to track product defects associated w ith
customer cases. You can define different types of relationships by creating custom relationship fields on an object. Before you
begin creating relationships, deter mine the type of relationship that suits your needs.

There are different types of relationships betw een objects in Salesforce. Their differences include how they handle data deletion, record
ow nership, security, and required fields in page layouts:

Master-detail
This type of relationship closely links objects together such that the master record controls certain behaviors of the detail and subdetail
record. For example, you can define a tw o-object master-detail relationship, such as Account—Expense Report, the extend the
relationship to subdetail records, such as Account—Expense Report—Expense Line Item. You can then perform operations across the
master—detail—subdetail relationship.

Behaviors of master-detail relationships include:

 When a master record is deleted, the related detail and subdetail records are also deleted.
 The Ow ner field on the detail and subdetail records is not available and is automatically set to the ow ner of the master
record. Custom objects on the “detail” side of a master-detail relationship can't have shar ing rules, manual sharing, or queues,
as these require the Ow ner field.
 The security settings for the master record control the detail and subdetail records.
 The master-detail relationship field (w hich is the field linking the objects) is required on the page layout of the detail and
subdetail records.
 The master object can be a standard object, such as Account or Opportunity, or a custom object.
 As a best practice, don't exceed 10,000 child records for a master-detail relationship.

Tip: If you have a custom object called “ Expenses” and you w ant each expense record deleted along w ith its associated opportunity
record, create a master-detail relationship on the “ Expenses” custom object w ith Opportunity as the master object.

Many-to-m any
You can use master-detail relationships to model many-to-many relationships betw een tw o standard objects, tw o custom objects, or a
custom object and a standard object. A many-to-many relationship allow s each record of one object to be linked to multiple records
from another object and vice versa. For example, you may have a custom object called “Bug” that relates to the standard case object
such that a bug could be related to multiple cases and a case could also be related to multiple bugs. See Cr eating a Many-to- Many
Relationship.

Lookup

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This type of relationship links tw o objects together, but it has no effect on record ow nership or security, and the lookup relationship field
is not required in the page layout.

Use lookup relationships to:

 Link tw o different objects, custom or standard.
 Link an object w ith itself, custom or standard (w ith the exception of the user object; see Hierarchical). For example, you may
want to link a custom object called “Bug” w ith itself to show how two different bugs are related to the same problem.

Note: Lookup relationships from objects related to the campaign member object are not supported, how ever, you can create lookup
relationships from the campaign member object related to other objects.

When you define a lookup relationship, you have the option to include a lookup field on the page layouts for that object as w ell as
create a related list on the associated object's page layouts. For example, if you have a custom object called “ PTO Requests” and you
want your users to link a PTO request w ith the employee submitting the request, create a lookup relationship from the PTO Request
custom object w ith the user object.

You can't delete an object or record in a lookup relationship if the combined number of records betw een the tw o linked objects is more
than100,000. To delete an object or record in a lookup relationship, first delete an appropriate number of its child records.

Hierarchical
This type of relationship is a special lookup relationship available only for the user object. It allow s users to use a lookup field to
associate one user w ith another that does not directly or indirectly refer to itself. For example, you can create a custom hierarchical
relationship field to store each user's direct manager.

Tip: When creating a hierarchical field in Personal, Contact Manager, Group, and Professional Editions, you can select the Restr icted
Field checkbox so that only users w ith the “Manage Users” per mission can edit it. In Enterprise, Unlimited, and Developer Edition,
use field-level security instead.

WHEN TEST DRIV ING A N A PPLICA TION ON THE A PPEXCHA NGE DIRECTORY, IT IS NOT POSSIBLE TO VIEW THE S-
CONTROL CONFIGURA TIONS OF THAT A PPLICA TION

A. TRUE
B. FALSE
…
…
B. FALSE

S-Controls have been phased out as of March 2010, so I recommend a quick scan of the help text below, but I do not
recommend a deep dive to get to this specific answer (maybe best to just memorize it). I was not able to locate any definitive
supporting text.

About S-Controls

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

Important: S-controls have been super seded by Visualforce pages. After M arch 2010 organizations that have never created s-
controls, as well as new organizations, won't be allowed to create them. Exi sting s-controls will remain unaffected, and can
still be edited.

Use s-controls to add your ow n functionality to your Salesforce organization. Whether you are integrating a hosted application of your
ow n or are extending your currentSalesforce user interface, use s-controls to store your code or refer to code elsew here.

Custom s-controls can contain any type of content that you can display in a browser, for example a Java applet, an Active-X control, an
Excel file, or a custom HTML Web for m.

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S-controls have the follow ing attributes:

Attribute Nam e Description

Label The text that displays on page layouts for embedded s-controls.

S-Control Name The unique name for the s-control. This name can contain only underscores and alphanumeric
characters, and must be unique in your organization. It must begin w ith a letter, not include spaces, not
end w ith an underscore, and not contain tw o consecutive underscores.

Type Deter mines how you plan to use the s-control:

HTML
Select this option if you w ant to enter the content for your s-control in the Content area.
URL
Select this option if you w ant to enter the link or URL of an external w ebsite in the Content area.
Snippet
Snippets are s-controls that are designed to be included in other s-controls. Select this option if you
want to enter the content for your s-control snippet in the Content area. For common uses of snippets,
see Useful S- Controls.

Description Text that describes the s-control. This only displays to administrators.

Content Enter the content or source for your s-control. You can enter up to 1 million characters in this field. The
HTML code defines exactly how your users should view the custom s-control.
 If you are building a for mula in the Advanced Form ula tab or for approvals or rules, such as
workflow , validation, assignment, auto-response, or escalation, clic k Insert Field, choose a
field, and clic k Insert.
To create a basic formula that passes specific Salesforce data, select the Sim ple Form ula tab, choose
the field type in the Select Field Type drop-dow n list, and choose one of the fields listed in the Insert
Field drop-dow n list.

Tip: Build cross-object formulas to span to related objects and reference merge fields on those objects.
 To insert an operator, choose the appropriate operator icon from the Insert Operator drop-
dow n list. Use the examples inOperators and Functions.
 To insert a function, double-click its name in the list, or select it and click Insert Selected
Function. To filter the list of functions, choose a category from the Functions drop-dow n list.
Select a function and click Help on this function to view a description and examples of
formulas using that function.
 To reference a file that you uploaded in the Filename field as part of the custom s-control,
select Custom S- Control from theSelect Field Type drop-dow n list, and choose Custom S-
Control URL to get the merge field for it. For a Java applet, you can also use
the { !Scontrol_JavaCodebase} merge field and the {!Scontrol_JavaArchive} merge field.
 To insert activ ity merge fields, select “ Event” or “ Task” from the Select Field Type drop-dow n
list.

Tip: Internet standards require special encoding for URLs. Salesforce automatically encodes the text
from any merge field you insert into a link. Encode any additional text in your link manually. For
example, to generate the follow ing URL:

http://www.google.com/search?q={ !user.name} Steve Mar k 50%

Use this content:
http://www.google.com/search?q={ !user.name}+Steve+Mark+50%25

Salesforce automatically strips double quotes from URLs w hen the Content Source is URL. If you need
to use double quotes, encode them manually. For example, to generate the URL

http://www.google.com/search?q="salesforce+foundation"

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Attribute Nam e Description

Use this content:

http://www.google.com/search?q=%22salesforce+foundation%22.

Filename Upload a file to display w hen you add this custom s-control to a custom link. The file can contain a Java
applet, Active-X control, or any other type of content you w ant. This option only applies to HTML s-
controls.

Pr ebuild In Page This option keeps the s-control in memory, w hich may improve performance w hen the page is reloaded
because the s-control does not have to be reloaded as w ell. This option only applies to HTML s-
controls.

Encoding The default encoding setting is Unicode ( UTF-8). Change it if you are passing infor mation to a URL that
requires data in a different format. This option is available w hen you select URL for the Type.

See Also:
Useful S-Controls
Defining Custom S- Controls
Documentation Resources for Force.com Developers

Considerations for S-Controls in Force.com AppExchange Packages

If you are developing Force.com AppExchange packages w ith s-controls or are planning to install a AppExchange package w ith s-
controls, you should be aw are of the follow ing limitations:
 For packages you are developing (that is, not installed from AppExchange), you can only add s-controls to pac kages w ith the
default Unrestricted A PI access. Once a package has an s-control, you cannot enable Restricted A PI access.
 For packages you have installed, you can enable access restrictions even if the package contains s-controls. How ever, access
restrictions provide only limited protection for s-controls. Salesforce recommends that you understand the JavaScript in an s-
control before rely ing on access restriction for s-control security.
 If an installed package has Restricted A PI access, upgrades w ill be successful only if the upgraded version does not contain
any s-controls. If s-controls are present in the upgraded version, you must change the currently installed package
to Unrestricted A PI access.

VALIDATION RULES MAY EVALUATE A N OPPORTUNITY LINE ITEM A GAINST THE OPPORTUNITY IT'S ASSOCIA TED WITH

A. TRUE
B. FALSE
…
…
A. TRUE

Note that an ‘Opportunity Line Item’ appears to be ‘Opportunity Product’ – see ‘Opportunity Fields’ below.

While creating a validation rule for an Opportunity Product, I was able to reference the Opportunity:

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Creating Opportunities

Available in: All Editions that signed up pr ior to Summer '09

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions that s igned up during or after Summer '09
Not Available in Database.com

User Perm issions Needed

To view opportunities: “Read” on opportunities
To create opportunities: “Create” on opportunities

To create a new opportunity, select Opportunity from the Create New drop-dow n list in the s idebar, or clic k New next to Recent
Opportunities on the opportunities home page. Enter the information for the opportunity. Click Save w hen you are finished, or
click Save & New to save the current opportunity and add another. If enabled for your organization, click Save & Add Product to save
the new opportunity and add a product.

To associate an opportunity w ith an account or contact, view the existing account or contact, and select Opportunity from the Create
New drop-dow n list in the s idebar. You must have at least read access to the account or contact in order to associate an opportunity
w ith it. When you create an opportunity from a contact detail page, that contact is automatically listed as the primary contact in the
Contact Roles related list of the opportunity.

If Quick Create is enabled by your administrator, you can also add a new opportunity on the opportunities home page.
If your organization uses multiple currencies, your opportunity amounts are initially show n in your personal currency. Change
the Opportunity Currency picklist if you w ant to track the sales revenue in another currency.

Enterprise, Unlimited, and Developer Edition organizations can activate record types and ask you to choose a Record Type w hen
creating a record. Record types deter mine the picklist values and business processes available w hen you create or edit a record.
If your organization uses territory management, opportunities that you create are automatically assigned a territory w hen both of the
follow ing conditions are met:
 You belong to or have edit privileges on the same territory as the account on the opportunity.
 You have no other territories in common w ith that account.

For example, if you are in the territories Berkeley and San Francisco and the account is in the territor ies Portland, San Francisco, and
Seattle, the opportunity w ill be assigned to the San Francisco territory.

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If your organization uses div isions, the division of a new opportunity is automatically set to the division of the related account.

Note: In Professional, Enterprise, Unlimited, and Developer Editions, opportunities you create are automatically given the forecast
category that corresponds to the opportunity stage you assign. Your administrator correlates opportunity stages and forecast categories
when editing the Stage pic klist values.

If the opportunity is set to close in a given month, as deter mined by the Close Date, the opportunity is automatically added to the
forecast for that particular month, unless you assign it the Omitted category w hile editing the forecast. See Displaying and Editing
Forecasts.

Opportunity Fields

The available fields vary according to w hich Salesforce Edition you have.

An opportunity has the follow ing 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 Description

Account Name Name of account that opportunity is linked to. You can enter the account name, or select the account using the lookup
icon.
If you change the account for an opportunity that has partners, all partners are deleted from the Partners related list.

Amount Estimated total sale amount. For organizations using multiple currencies, the amount is show n in your personal
currency by default. Change the Opportunity Currency pic klist to track the amount in another currency.
For opportunities w ith products, the amount is the sum of the related products. You cannot directly edit the amount
unless the opportunity has no products. To change the amount for an opportunity that contains products, edit the sales
price or quantity of the related products.
If you change the price book for an opportunity that has products, all products are deleted from the Pr oducts related
list, but the value in the opportunity's A mountfield remains.

Close Date Date w hen you plan to close the opportunity. You can enter a date, or choose a date from the calendar that displays
when you put your cursor in the field.
Opportunities w ith a Close Date in a given month w ill tally in the forecast for that month, unless you assign them to the
Omitted category w hile editing the forecast.
When you set an open opportunity's Stage to a type of “Closed/Won,” the Close Date is set to the current date.

Created By User w ho created the opportunity including creation date and time. ( Read only)

Custom Links Listing of custom links for opportunities as set up by your administrator.

Description Description of the opportunity. Up to 32KB of data are allow ed. Only the first 255 characters display in reports.

Expected Calculated revenue based on the A mount and Pr obability fields.

Revenue

Forecast Forecast category name that is displayed in reports, opportunity detail and edit pages, opportunity searches, and
Category opportunity list view s. The setting for an opportunity is tied to its Stage. For more infor mation on forecast categories,
see Wor king w ith Forecast Categories .

Lead Source Source of the opportunity, for example, Advertisement, Partner, or Web. Entry is selected from a picklist of available
values, w hich are set by an administrator. Each picklist value can have up to 40 characters.

Modified By User w ho last changed the opportunity fields, inc luding modification date and time. This does not track changes made
to any of the related list items on the opportunity. ( Read only)

Next Step Description of next task in closing opportunity. Up to 255 characters are allow ed in this field.

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Field Description

Opportunity The default currency for all currency amount fields in the opportunity. A mounts are displayed in the opportunity
Currency currency, and are also converted to the user ’s personal currency. Available only for organizations that use multiple
currencies.
For opportunities w ith products, the currency is tied to the currency of the associated price book. You cannot directly
edit this field unless you first delete the products.

Opportunity Division to w hich the opportunity belongs. This value is automatically inherited from the related account.
Division Available only in organizations that use div isions to segment their data.

Opportunity Name of the opportunity, for example, Ac me.com - Office Equipment Order. Up to 120 characters are allow ed in this
Name field.

Opportunity Assigned ow ner of opportunity. Not available in Personal Edition.

Ow ner

Opportunity Name of the field that deter mines w hat picklist values are available for the record. The record type may be associated
Record Type w ith a sales process. Available in Enterpr ise, Unlimited, and Developer Editions.

Partner Read-only field that indicates the opportunity is ow ned by a partner user.
Account

Pr imary Name of the campaign responsible for generating the opportunity.

Campaign When you clic k the lookup icon for the empty field, the dialog show s the first 100 active campaigns. Enter search ter ms
Source to find other records.
For opportunities created during lead conversion, this field is automatically filled in w ith the campaign name from the
lead. If the lead has multiple associated campaigns, the campaign w ith the most recently updated member status is
inserted into the opportunity.
For opportunities w ith multiple influential campaigns, click Edit next the primary campaign in the Campaign Influence
related list on the opportunity detail page and select the Pr imary Campaign Source checkbox. The campaign w ill
display in the Pr imary Campaign Source field on the opportunity.

Pr ivate Checkbox indicating that the opportunity is private. Only the record ow ner, users above that role in the hierarchy, and
administrators can view , edit, and report on pr ivate opportunities. Not available in Group or Personal Editions. Pr ivate
opportunities do not trigger Big Deal Alerts or w orkflow rules. If you have customizable forecasting, private
opportunities count tow ards your forecasts. If you do not have customizable forecasting, pr ivate opportunities do not
count tow ards your forecasts.

Pr obability Percentage of estimated confidence in c losing the opportunity.

The Probability value is alw ays updated by a change in the Stage value, even if Probability is mar ked as read only on
your page layout. Users w ith access to edit this field can override the value.

Quantity Total of all Quantity field values for all products in the Pr oducts related list if the opportunity has products. General use
field if the opportunity does not have products.

Stage Current stage of opportunity based on selections you make from a predefined list, for example, Prospect or Pr oposal.
Entry is selected from a pic klist of up to 100 available values, w hich are set by an administrator. Each pic klist value
can have up to 40 characters.
Your administrator correlates the values in this picklist w ith Forecast Category values that deter mine how the
opportunity contributes to your forecast.
When you set an open opportunity's Stage to a type of “Closed/Won,” the Close Date is set to the current date.

Synced Quote The quote that is synced to the opportunity. Only one quote can sync to the opportunity at a time.

Territory Territory w ith w hich the opportunity is associated. Only available if your organization has territory management.
See Changing the Territory of an Opportunity.

Type Type of opportunity, for example, Existing Business or New Business. Entry is selected from a picklist of available

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Field Description

values, w hich are set by an administrator. Each picklist value can have up to 40 characters.

Opportunity Product Fields

Field Description

Active Indicates w hether the pr ice book entry (product and list price) is active and can be added to an opportunity or quote.

Created By Name of the user w ho created the product.

Date Close date of a particular opportunity product.

Discount The discount for the product as a percentage.

Last Modified User w ho last changed the opportunity product fields. ( Read only)
By

Line Text to distinguish this opportunity product from another.

Description

List Price Pr ice of the product w ithin the price book including currency.

Opportunity Name of the opportunity for this opportunity product.

Pr oduct Item listed in the Pr oducts related list on an opportunity.

Pr oduct Name Title for the product.

Quantity The number of units for the opportunity product.

Sales Price Pr ice for the products in the opportunity product.

Subtotal The difference betw een standard and discounted pr icing. Converted currency amounts w hen the opportunity's
currency is different from the user's currency.

Total Pr ice Sum of all the product amounts for this opportunity product.

AN S- CONTROL MAY BE ALL OF THE FOLLOWING EXCEPT:

A. HTML
B. XML
C. URL
D. SNIPPET
…
…
B. XML

About S-Controls

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

Important: S-controls have been super seded by Visualforce pages. After M arch 2010 organizations that have never created s-
controls, as well as new organizations, won't be allowed to create them. Exi sting s-controls will remain unaffected, and can
still be edited.

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Use s-controls to add your ow n functionality to your Salesforce organization. Whether you are integrating a hosted application of your
ow n or are extending your current Salesforce user interface, use s-controls to store your code or refer to code elsew here.

Custom s-controls can contain any type of content that you can display in a browser, for example a Java applet, an Active-X control, an
Excel file, or a custom HTML Web for m.

S-controls have the follow ing attributes:

Attribute Nam e Description

Label The text that displays on page layouts for embedded s-controls.

S-Control Name The unique name for the s-control. This name can contain only underscores and alphanumeric
characters, and must be unique in your organization. It must begin w ith a letter, not include spaces, not
end w ith an underscore, and not contain tw o consecutive underscores.

Type Deter mines how you plan to use the s-control:

HTML
Select this option if you w ant to enter the content for your s-control in the Content area.
URL
Select this option if you w ant to enter the link or URL of an external w ebsite in the Content area.
Snippet
Snippets are s-controls that are designed to be included in other s-controls. Select this option if you
want to enter the content for your s-control snippet in the Content area. For common uses of snippets,
see Useful S- Controls.

Description Text that describes the s-control. This only displays to administrators.

Content Enter the content or source for your s-control. You can enter up to 1 million characters in this field. The
HTML code defines exactly how your users should view the custom s-control.
 If you are building a for mula in the Advanced Form ula tab or for approvals or rules, such as
workflow , validation, assignment, auto-response, or escalation, clic k Insert Field, choose a
field, and clic k Insert.
To create a basic formula that passes specific Salesforce data, select the Sim ple Form ula tab, choose
the field type in the Select Field Type drop-dow n list, and choose one of the fields listed in the Insert
Field drop-dow n list.

Tip: Build cross-object formulas to span to related objects and reference merge fields on those objects.
 To insert an operator, choose the appropriate operator icon from the Insert Operator drop-
dow n list. Use the examples inOperators and Functions.
 To insert a function, double-click its name in the list, or select it and click Insert Selected
Function. To filter the list of functions, choose a category from the Functions drop-dow n list.
Select a function and click Help on this function to view a description and examples of
formulas using that function.
 To reference a file that you uploaded in the Filename field as part of the custom s-control,
select Custom S- Control from theSelect Field Type drop-dow n list, and choose Custom S-
Control URL to get the merge field for it. For a Java applet, you can also use
the { !Scontrol_JavaCodebase} merge field and the {!Scontrol_JavaArchive} merge field.
 To insert activ ity merge fields, select “ Event” or “ Task” from the Select Field Type drop-dow n
list.

Tip: Internet standards require special encoding for URLs. Salesforce automatically encodes the text
from any merge field you insert into a link. Encode any additional text in your link manually. For
example, to generate the follow ing URL:
http://www.google.com/search?q={ !user.name} Steve Mar k 50%
Use this content:
http://www.google.com/search?q={ !user.name}+Steve+Mark+50%25
Salesforce automatically strips double quotes from URLs w hen the Content Source is URL. If you need

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Attribute Nam e Description

to use double quotes, encode them manually. For example, to generate the
URL http://www.google.com/search?q="salesforce+foundation", use this
content: http://www.google.com/search?q=%22salesforce+foundation%22.

Filename Upload a file to display w hen you add this custom s-control to a custom link. The file can contain a Java
applet, Active-X control, or any other type of content you w ant. This option only applies to HTML s-
controls.

Pr ebuild In Page This option keeps the s-control in memory, w hich may improve performance w hen the page is reloaded
because the s-control does not have to be reloaded as w ell. This option only applies to HTML s-
controls.

Encoding The default encoding setting is Unicode ( UTF-8). Change it if you are passing infor mation to a URL that
requires data in a different format. This option is available w hen you select URL for the Type.
See Also:
Useful S-Controls
Defining Custom S- Controls
Documentation Resources for Force.com Developers

Considerations for S-Controls in Force.com AppExchange Packages

If you are developing Force.com AppExchange packages w ith s-controls or are planning to install a AppExchange package w ith s-
controls, you should be aw are of the follow ing limitations:
 For packages you are developing (that is, not installed from AppExchange), you can only add s-controls to pac kages w ith the
default Unrestricted A PI access. Once a package has an s-control, you cannot enable Restricted A PI access.
 For packages you have installed, you can enable access restrictions even if the package contains s-controls. How ever, access
restrictions provide only limited protection for s-controls. Salesforce recommends that you understand the JavaScript in an s-
control before rely ing on access restriction for s-control security.
 If an installed package has Restricted A PI access, upgrades w ill be successful only if the upgraded version does not contain
any s-controls. If s-controls are present in the upgraded version, you must change the currently installed package
to Unrestricted A PI access.

IF A PROFILE DOES NOT HAV E ACCESS TO AN A PPLICA TION, THA T PROFILE WILL ALSO NOT HAV E A CCESS TO THE TABS
AND OBJECTS OF THAT A PPLICA TION

A. TRUE
B. FALSE
…
…
B. FALSE

APPs are collections of Tabs. Tabs are the user interface components that come with the product for standard objects, or you
create to display custom object data or other web content embedded in the application. Access restrictions to APPs do not
apply to their associated Tabs or Objects.

What is an APP?

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

User Perm issions Needed

To view apps: “View Setup and Configuration”
To m anage apps: “Customize Application”

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An “app” is a group of tabs that w orks as a unit to provide application functionality. Salesforce provides standard apps such as Sales
and Call Center. You can customize the standard apps to match the w ay you w ork.

You can also build your ow n on-demand apps by grouping standard and custom tabs into new custom apps. A custom app consists of
a label, a description, and an ordered list of tabs. You can also set custom logos for your custom apps. With custom apps, you can
extend the kinds of infor mation that you manage and share online beyond CRM. Custom apps are part of the Force.com platfor m that
allows you to create and share custom applications w ith other Salesforce users. For infor mation about sharing apps that you have built,
see Overview of Packages.

Your available custom apps are listed in the Force.com app menu, w hich is a drop-dow n list that displays at the top of
every Salesforce page. When you choose an app from the Force.com app menu, your screen changes to reflect the contents of that
app. For example, if you sw itch from an app that contains the Opportunities tab to another app that does not, the Opportunities tab
disappears, and the Opportunity option no longer appears in the Create New drop-dow n list in the sidebar. In addition, the app might
display a different initial or default landing tab w hen selected.

Apps are associated w ith profiles. Profiles control w hich tabs you can see or hide, as w ell as w hich apps are available to you. You can
personalize the tabs in your apps as much as your profile allow s. For more information, refer to Customizing Your Display.

Note
 Service Cloud console apps are custom apps. See Service Cloud Console Overview .
 For Salesforce Platform and Salesforce Platform One license users, the Platform standard app is the only app listed in
the Force.com app menu. For details about spec ifying a unique label for the Platform standard app, see Creating Custom
Apps.

What is a Custom Tab?

Custom Object Tabs and Web Tabs available in: Contact Manager, Group, Professional, Enterprise, Unlim ited,
and Developer Editions
Apex Page Tabs available in: Contact Manager, Group, Professional, Enterprise, Unlim ited, and DeveloperEditions

A custom tab is a user interface component you create to display custom object data or other w eb content embedded in the application.
The follow ing types of custom tabs are available:
 Custom Object Tabs display the data of your custom object in a user interface tab. Custom object tabs look and function just
like standard tabs. See Creating Custom Object Tabs.
 Custom Web Tabs display any external Web-based application or Web page in a Salesforce tab. You can design Web tabs to
include the sidebar or span across the entire page w ithout the sidebar. See Cr eating Web Tabs.
 Apex Page Tabs display data from a Visualforce page. Visualforce page tabs look and function just like standard tabs.
See Creating Visualforce Tabs.

Note: Standard tabs are the user interface components that exist to display the standard objects (Account, Opportunity, etc)

WHICH TY PE OF FIELD CANNOT BE UNIV ERSALLY REQUIRED?

A. LOOKUP
B. TEXT
C. EMA IL
D. NUMBER
…
…
A. LOOKUP

About Universally Required Fields

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Available in: Contact Manager, Group, Professional, Enterprise, Unlim ited, Developer, and Datab ase.com Editions
Connect Offline, Connect for Lotus Notes, Connect for Outlook, Salesforce for Outlook, the Self-Service portal, Web-to-Lead, and Web-
to-Case are not available in Datab ase.com .

A universally required field is a custom field that must have a value w henever a record is saved w ithin Salesforce, the Force.com API,
Connect Offline, Connect for Lotus Notes, Connect for Outlook, Salesforce for Outlook, the Self-Service portal, or automated processes
such as Web-to-Lead and Web-to- Case. Making a field required on a page layout or through field-level security ensures users must
enter a value, but making a field required universally gives you a higher level of data quality beyond the presentation level of page
layouts.

You can make the follow ing types of custom fields universally required:
 Currency
 Date
 Date/Time
 Email
 Master-Detail Relationship (alw ays required)
 Number
 Percent
 Phone
 Text
 Text Area
 URL

To make a custom field universally required, select the Required checkbox w hen defining the custom field.

Note: You must specify a default value for required campaign member custom fields.

If you make a user field universally required, you must specify a default value for that field. See Defining Default Field Values.
Relationship group members do not support universally required fields. For more information on the behaviors of relationship group
members, see Relationship Group Cons iderations.

Universally Required Field Considerations

Available in: Contact Manager, Group, Professional, Enterprise, Unlim ited, Developer, and Datab ase.com Editions
Standard Objects, Page Layouts, Connect Offline, Connect for Lotus Notes, Connect for Outlook, Salesforce for Outlook, the Self-
Service portal, Web-to-Lead, and Web-to- Cases are not available in Database.com

A universally required field is a custom field that must have a value w henever a record is saved w ithin Salesforce, the Force.com API,
Connect Offline, Connect for Lotus Notes, Connect for Outlook, Salesforce for Outlook, the Self-Service portal, or automated processes
such as Web-to-Lead and Web-to- Case. Review the follow ing considerations before making your custom fields universally requir ed.

 Standard fields cannot be universally required. For a list of the types of custom fields that you can make universally required,
see About Universally Required Fields.
 Universally required fields are required across all record types.
 Edit pages alw ays display universally required fields, regardless of field-level security.
 When designing your page layouts, universally required fields:
o Cannot be removed from a page layout
o Are automatically added to the end of the first section of a page layout if not already on it
o Cannot be read only or optional
o Display in bold, indicating they are alw ays visible
o Are disabled on the field properties page because you cannot remove the required setting
 Universally required fields are only enforced during lead conversion if validation and triggers for lead conversion are enabled in
your organization.

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 Quick Create does not enforce universally required fields.

 If you make an activ ity custom field universally required, you must also provide a default value.
 You must inc lude universally required fields in your import files or the import w ill fail. For more infor mation, see About
Universally Required Fields. For more information, see Importing Overview .
 Default values should not be assigned to fields that are both required and unique, as uniqueness errors may result.
 You cannot make a field universally required if it is used by a field update that sets the field to a blank value. For details,
see Defining Field Updates.
 Required fields may be blank on records that existed before making the field required. When a user updates a record w ith a
blank required field, the user must enter a value in the required field before saving the record.

CUSTOM WEB TA B MAY CONSIST OF ALL THE FOLLOWING EXCEPT:

A. A URL
B. A URL THAT PASSES SALESFORCE.COM DATA LIKE A N ORGANIZA TION'S NA ME
C. A N S- CONTROL
D. A N S- CONTROL SNIPPET
…
…
B. A URL THAT PASSES SALESFORCE.COM DATA LIKE A N ORGANIZA TION'S NA ME

Not sure about this. Based on the following screen shot, taken while creating a Web Tab, I see that Salesforce.com data can
be passed into a URL:

There is a lengthy discussion below on Web Tabs and M erge Fields, and while the inclusion of Salesforce.com data is n ot
specifically precluded, it is not mentioned either, so there is no definitive answer in the text.

Creating Web Tabs

Custom Object Tabs and Web Tabs available in: Contact Manager, Group, Professional, Enterprise, Unlim ited,

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and Developer Editions

Apex Page Tabs available in: Contact Manager, Group, Professional, Enterprise, Unlim ited, and DeveloperEditions

User Perm issions Needed

To create and edit custom tabs: “Customize Application”
Build w eb tabs so that your users can use your w eb applications or other w ebsites from w ithin the application.
1. Click Your Name | Setup | Create | Tabs.
2. Click New in the Web Tabs related list.
3. Choose a layout for the new tab. The full page w idth spans across the entire page w ithout the sidebar w hile the column style
allows users to view the sidebar.
4. Click Next.
5. Choose URL for tab type. Choose Custom S-Control if you have previous ly created a custom s-control that you w ant
displayed in the w eb tab. See Defining Custom S- Controls.

Important: S-controls have been super seded by Visualforce pages. After M arch 2010 organizations that have never created s-
controls, as well as new organizations, won't be allowed to create them. Exi sting s-controls will remain unaffected, and can
still be edited.

6. Enter a label to display on the tab.

7. Click the Tab Sty le lookup icon to display the Tab Style Selector.

If a tab style is already in use, a number enc losed in brac kets [] appears next to the tab style name. Hover your mouse over the style
name to view the tabs that use the style. Click Hide styles w hich are used on other tabs to filter this list.

8. Click a tab style to select the color scheme and icon for the custom tab.
Optionally, click Create your own style on the Tab Style Selector dialog if you w ant to create a custom tab style and your organization
has access to the Documents tab. To create your ow n tab style:
a. Click the Color lookup icon to display the color selection dialog and clic k a color to select it.
b. Click Insert an Im age, select the document folder, and select the image you w ant to use.

Alternatively, click Search in Do cum ents, enter a search term, and c lick Go ! to find a document file name that includes your search
ter m.

Note: This dialog only lists files in document folders that are under 20 KB and have the Externally Available checkbox selected in the
document property settings. For more infor mation, see uploading images and document property settings. If the document used for the

icon is later deleted, Salesforce replaces it w ith a default multicolor block icon ( ).

c. Select a file and click OK. The New Custom Tab w izard reappears.
9. Change the content frame height if necessary.
10. Optionally, select the Mobile Ready checkbox to indicate that the w eb page displays and functions proper ly in a mobile w eb
brow ser.

Selecting the chec kbox adds the tab to the list of available tabs for your mobile configurations. See Managing Mobile Tabs for
information on how to mobilize tabs. Review the considerations for ensuring that the pages in your w eb tabs are compatible w ith mobile
brow sers before mobilizing a w eb tab.

Note that the Mobile Ready checkbox is only visible if Salesforce Mobile is enabled for your organization.

11. Optionally, choose a custom link to use as the introductory splash page w hen users initially click the tab. SeeDefining Custom
Buttons and Links for information about creating a custom link to use as a splash page for your custom tab. Note that splash
pages do not display in the mobile application. Avoid using a splash page if you plan to mobilize the w eb tab.
12. Enter a description of the tab, if desired, and click Next.

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13. Enter the URL or choose the custom s-control that you w ant to display in the tab. Optionally, copy and paste any merge fields
for data that you w ant replaced in the link dynamically.

Remember to include the http:// before your URL. User, organization, and A PI merge fields are available for w eb tabs. For details about
using merge fields, see Merge Fields Overview .

Optionally, click the preview link to display your w eb tab.

14. For a URL, choose an encoding setting and click Next.

15. Add the w eb tab to the appropriate profiles. In Tab Visibility, choose Default On, Default Off, or Tab Hidden to deter mine
whether the custom tab is visible to users w ith that profile. The administrator can change this setting later.
16. Check Append tab to users' existing personal customizations to apply the tab visibility settings to all users.
17. Specify the custom apps that should include the new tab. See What is an App? for information on custom apps.
18. Click Save.

Merge Fields Overview

The available merge fields vary according to w hich Salesforce Edition you have.

You can use merge fields w ithin custom for mula fields, s-controls, custom links, custom buttons, Visualforce pages, and w hen you
create email or mail merge templates. Merge fields serve as placeholders for data that w ill be replaced w ith infor mation from your
records, user information, or company infor mation.

Guidelines for Using Merge Fields

• General merge field syntax guidelines:

o The syntax for a merge field may differ, depending on w here you are using it in Salesforce. To ensure that you are
using the correct syntax, select merge fields from the drop-dow n list in the editor w here you are using the merge field.
Here are a few examples of syntax differences:
o When you insert the Account Number merge field in an email template, the syntax consists of an open curly brace
and exclamation point, follow ed by the type of record, a period, the field name and a closing curly
brace: {!Account.AccountNumber}.
o For for mula fields and mail merge templates, the merge field is not enclosed in curly braces or preceded by an
exclamation point, nor is it preceded by the type of record, for example: AccountNumber.
o For custom objects, the field label is preceded w ith the type of record and all spaces are converted to underscores.
For example: { !Stockforce_CreatedDate} references the standard field called Created Date for the Stockforce custom
object.
o For for mulas that allow you to reference fields on related objects across multiple relationships, the field name is
prefixed by the name of the relationship. For standard relationships, the name of the relationship is the master object.
For example, you can reference the account name merge field from a contact validation rule us ing Account.Name;
you can reference the phone number of the account creator from an opportunity product for mula field
using Opportunity.Account.CreatedBy.Phone. For custom relationships, the name of the relationship is the Field
Name given w hen creating the relationship w ith “__r” appended to it. For example, reference the contact email merge
field from a custom object validation rule using theContact__r.Email merge field name.
o Ensure that both the custom field name and label are not identical to the name and label of any existing standard or
custom field for that object. Identical values may result in unexpected behav ior w hen you reference that name in a
merge field.
 If a standard field and custom field have matching names or labels, the merge field displays the value of the
custom field. If tw o custom fields have matching names or labels, the merge field may not display the value
of the field you expect. For example, if you create a field label called Email, the field name automatically
populates as Email__c. If you also have a standard field w ith the label Email, the merge field may not be able
to distinguish betw een the standard and custom field names. Make both the custom field name and label
unique by adding a character to each, such as Email2 and Email2__c, respectively.
• If your organization has enabled person accounts, account fields that previously had unique names
and labels may no longer be unique because some contact fields are displayed as part of the

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account object. These fields on the accounts page are identified by the person account icon (
). Ensure that all custom fields under account have unique field names and labels so that the
merge field references the correct field. For more information, see What is a Person Account?.
• Salesforce rounds numbers referenced in merge fields according to the user's locale, not the
number of decimal of spaces specified in the number field configuration.
 Merge field guidelines for em ail tem plates and m ail merge templates:
• Each mail merge field label you use must be unique.
• In email templates, you can add substitute text to any merge field. Substitute text displays in a sent
email if the merge record does not contain data for that field. To add substitute text, place a comma
after the field name and enter the text before the closing brac ket, for example: Dear
{!Contact.FirstName, Sir or Madam}. When you save the template, the merge field w ill appear in
the email template w ith the follow ing syntax:Dear { !BLANKVALUE( Contact.FirstName, "Sir or
Madam")}.
• For mail merge templates, your merge fields can contain only letters, numbers, and the underscore
(_) character. For example, Opportunity_Pr oduct_# is not allow ed. Mail merge field names cannot
exceed 40 characters.
• Templates w ith contact merge fields can be used to generate email and mail merge documents for
leads. Likew ise, you can use lead templates to generate contact emails and documents.

Note: You can only use standard fields w hen generating email and mail merge documents for leads or contacts.

• For opportunity mail merges, you can use contact merge fields to merge additional infor mation
about a related contact.
• Merge fields for entitlements on cases aren't supported. For example, if you add the Entitlement
Name { !Case.Entitlement} merge field to an email template, the field is not populated on the
template. See Case Fields.
• If you have enabled Email-to-Case or On- Demand Email-to-Case, you can create email templates
that support reps can use to respond to case emails. These templates can include merge fields that
display information from the original email in the response. For details, see Setting Up Email-to-
Case or On-Demand Email-to- Case and Managing Email Templates.
• Merge fields for products on opportunities are only available to organizations that have enabled
products and can only be used in mail merge templates, but not email templates.
• Approval process merge fields can be used in email templates, but not mail merge templates.
• If the email template you choose contains approval merge fields
named {!ApprovalRequest.field_name}, these fields w ill return values only w hen that email template
is used as the approval assignment template. If you use the template for any other email alert
action—in either w orkflow rules or approval processes—the merge fields w ill return a null value.
• In approval processes:
 Merge fields in the approval request email are set to the submitter's name and the name
of the first step.
 When the request is approved, the merge fields update to the most recent approver's
name and the name of the second step, if applicable.
 For subsequent actions, merge field values are updated based on the previous completed
step.
• The merge fields { !Receiving_User.field_name} and { !Sending_User.field_name} w ork only in email
templates used for mass emails.
• Campaign and campaign member merge fields can be used in email templates, but not mail merge
templates.
• Campaign member merge fields cannot be used w ith other types of merge fields in the same email
template. For example, if you create an email template using a campaign member merge field and
you w ant to inc lude the title of the recipient, use { !CampaignMember.Title} instead
of {!Lead.Title} or{ !Contact.Title}.
• User fields are also know n as Sending User fields for administrators and users w ith the “ Manage
Users” per mission. Use them in email templates w hen referencing the person sending the email.

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• Administrators and users w ith the “ Manage Users” per mission can use Receiving User merge fields
for email templates to reference the recipient of the email.
• When account merge fields are included in an email template and this template is selected after a
contact is added to the email 'To' field, the Account merge fields are populated from the contact's
account, not the case's account.
• To reference the name, email, phone, or company of the customer w ho submitted an online case,
use the relevant { !Case_OnlineCustomer...} field. To reference the contact or account associated
w ith a case, use the relevant contact or account merge fields.
• In email templates, the Created Date and Last Modified Date fields display only the date, not the
date and time.
 Additional merge field guidelines:
• A subset of user fields are available for customizing Self-Service pages.
• For local account, contact, and lead names, the standard merge field name w ill be used w henever
the local name is blank.
• If you're using the Translation Wor kbench to translate custom field names, users can look up
merge fields in their chosen language.
• 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}. Further more, you can use the merge
field { !Account.Is PersonAccount} to deter mine w hether you are w orking w ith a person account or
a business account.
• Build cross-object formulas to span to related objects and reference merge fields on those objects.
• Visualforce pages also can use merge fields. Anything inside { ! } is evaluated as an expression that
can access values from records that are currently in context. For example, you can display the
current user's first name by adding the { !$User.FirstName} merge field to a page:

<apex:page> Hello { !$User.FirstName} ! s</apex:page>

CUSTOM LEA D FIELDS CA N BE MA PPED TO WHICH SETS OF OBJECTS IN SALESFORCE.COM?

A. ACCOUNT, CONTACT, OPPORTUNITY, OR CA MPA IGNS

B. ACCOUNT, CONTACT, OR OPPORTUNITY
C. A CCOUNT OR CONTA CT ONLY
D. CONTA CT OR OPPORTUNITY ONLY
…
…
B. ACCOUNT, CONTACT, OR OPPORTUNITY

Mapping Custom Lead Fields

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To m ap lead fields: “Customize Application”

When you convert a qualified lead, the infor mation from the standard lead fields is inserted into standard account, contact, and
opportunity fields (see Lead Conversion Mapping). If your organization has custom lead fields, you can specify how you w ant that
custom infor mation converted into custom account, contact, or opportunity fields.

To spec ify the mapping for custom lead fields:

1. Select Your Name | Setup | Custom ize | Leads | Fields | Map Lead Fields.

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2. For each custom lead field, choose a custom account, contact, or opportunity field into w hich you w ant the infor mation inserted
when you convert a lead.
3. Click Save.
 Remember to map custom lead fields to other custom fields of the same data type, that is, map numer ic lead fields to other
numeric fields or long text area fields to other long text area fields. Some exceptions are:
o You can map betw een text and picklist fields. How ever, your data may become truncated if the mapped text field is
not large enough to hold the entire lead picklist value.
o You can map fields of type Text or Text Area to long text area fields
o You can map auto-number fields to fields of type Text, Text Area, or Picklist.
o Do not map custom formula fields to other formula fields or any other type of field.
o Roll-up summary fields are not available for mapping lead fields of converted leads.
 Remember to map custom lead fields of type number, currency, or percent to other number, currency, or percent fields of
exactly the same length and decimal places. For example, if your lead currency field has a length of 3 and 2 decimal places,
map it to another custom currency field w ith a length of 3 and 2 decimal places.
 Any standard lead picklist fields that are blank are mapped to the default pic klist values for the account, contact, and
opportunity.

Note: If you change the data type of any custom field used for lead conversion, that lead field mapping w ill be deleted.

YOU CAN MA P A CUSTOM LEA D FIELD TO ONLY ONE OF THE FOLLOWING OBJECTS AT A SINGLE INSTA NCE

Select all that apply

A. ACCOUNT
B. CONTACTS
C. CA SES
D. OPPORTUNITIES
…
…
A. ACCOUNT
B. CONTACTS
D. OPPORTUNITIES

ONCE A FIELD IS HIDDEN FROM A PROFILE USING 'FIELD LEV EL SECURITY', A USER ASSOCIA TED TO THA T PROFILE CA N
STILL SEE THE FIELD USING THE FOLLOWING:

A. LIST VIEWS
B. REPORTS
C. SEA RCH
D. NONE OF THE ABOV E, THE USER CA NNOT SEE THE FIELD A T ALL
…
…
D. NONE OF THE ABOV E, THE USER CA NNOT SEE THE FIELD A T ALL

Overview of Page Layouts and Field-Level Security

Page layouts and search layouts available in: All Editions

Field- level security available in: Enterprise, Unlim ited, and Developer Editions

Use field-level security to control the access that users have to certain fields. Additionally, use page layouts to control the layout and
organization of detail and edit pages in Salesforce, the Self-Service Portal, and the SalesforceCustomer Portal. Customize search
layouts to change w hich fields display in search results and the buttons that display on list view s.

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Im portant: While you can use page layouts to hide fields from detail and edit pages, be aw are that users may still be able to access
those fields by other means, including reports, search results, list view s, and the A PI. Use field-level security to restrict all means of
accessing a field. Field-level security doesn't prevent searching on the values in a field. To set up your organization to prevent users
from searching and retrieving records that match a value in a field hidden by field-level security, contactsalesforce.com Customer
Support.

Field-Level Security
 Restrict users’ access to view and edit fields by any means, including reports, search results, list view s, related lists, email and
mail merge templates, custom links, Connect Offline, the A PI, and w hen synchronizing data or importing personal data.
 Override any less-restrictive field access settings in page layouts and mini page layouts.

For example, if a field is required in the page layout and read only in the field-level security settings, the field-level security overrides the
page layout and the field w ill be read only for the user.

 Override less-restrictive field settings in search layouts.

For example, if a field is visible in the search layout but hidden for certain users via the field- level security settings, the field-level
security overrides the search layout and the field w ill be hidden for those users.

Page Layouts
 Control the layout and organization of detail and edit pages
 Control w hich fields, related lists, and custom links users see, on detail and edit pages only
 Control w hich standard and custom buttons display on detail pages and related lists
 Deter mine w hether fields are visible, read only, or required, on detail and edit pages only
 In Personal, Contact Manager, Group, and Pr ofessional Editions, control w hich fields users can access in related lists, list
views, reports, Connect Offline, email and mail merge templates, custom links, and w hen synchronizing data or importing
personal data
 In Professional, Enterprise, Unlimited, and Developer Editions, deter mine some aspects of mini page layouts, including record
type and profile associations, related lists, fields, and field access settings. The visible fields and related lists of the mini page
layout can be further customized, but the other items inher ited from the associated page layout cannot be changed on the mini
page layout itself. Mini page layouts display selected fields and related lists of records in the mini v iew of the console.
See Console Tab Overview for more information.

Note: To automatically add a field to all page layouts and make it visible and required everyw here regardless of field-level security,
make it a universally required field.

IT IS POSSIBLE TO RELA TE A PERSON ACCOUNT TO A CONTACT ON A BUSINESS ACCOUNT.

A. TRUE
B. FALSE
…
…
B. FALSE

In the Tips and Hints for Person Accounts, it states: Person account s represent individual consumers, while business
accounts represent companies or institutions. Unlike business accounts, p erson accounts do not have a Contacts related list.
However, you can use the Partners related list to track relationships between different person accounts. There is no mention
of relating Person Accounts to Contacts.

What is a Person Account?

Business accounts available in: All Editions except Database.com

Person accounts available in: Enterprise, Unlim ited, and Developer Editions

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Note: Person accounts are not enabled by default in Salesforce. To quickly verify w hether your organization uses person accounts, see
if you have an option to select Person Account as the record type w hen you create a new account. To request person accounts, check
w ith your administrator or contact salesforce.com.

A person account is an individual consumer w ith w hom 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 bus iness-to-business model, there is a natural differentiation betw een the other businesses w ith w hom you w ork and the people
associated w ith those businesses. In Salesforce, that trans lates 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 betw een accounts and contacts does not ex ist. 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 w ith
campaigns just like contacts, but business accounts cannot. For details on the contact-specific functionality that applies to person
accounts, see Person Account Behaviors.

The ability for person accounts to act like contacts is made possible by applying an account record type w hich 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 and Changing the Record Type Field.

Note: In the online help and other Salesforce documentation, the w ord “account” by itself alw ays refers to both business accounts
and person accounts. The ter ms “business account” and “person account” are used w hen there are differences betw een the tw o kinds
of accounts.

Person Account Behaviors

Business accounts available in: All Editions except Database.com

Person accounts available in: Enterprise, Unlim ited, and Developer Editions

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

Person accounts are accounts that can also be used as contacts in many situations. The follow ing table summarizes the key areas in
which person accounts differ from business accounts or have unique considerations:

Salesforce Functionality Person Account Behavior

Account Merge Person accounts can only be merged w ith other person accounts.
See Merging Duplicate Accounts.

Account Quic k Create On the accounts home page, the fields in the Quick Create area
are based on w hether the default account record type set on your
profile is a person accountrecord type or a business
account record type. SeeSpecifying Record Types and Page
Layout Assignments in the Enhanced Profile User
Interface or Assigning Record Types to Profiles in the Original
Pr ofile User Interface.

Accounts Person accounts are accounts that support contact fields and
capabilities.

Activities Person accounts can be associated w ith activities us ing either

the Name or Related To fields.
As w ith contacts, person accounts can be invited to

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Salesforce Functionality Person Account Behavior

events and requested meetings.

For users to request a meeting w ith a person account,
the Email field must be added to the Person Accountspage layout.

Campaigns As w ith contacts, person accounts can be added to

campaigns and have a Campaign History related list.

Cases On cases, person accounts can be entered in theAccount

Name field, the Contact Name field, or both.

Chatter Feed Tracking When you follow person accounts, you follow the account fields,
but not the contact fields.

Contact Roles As w ith contacts, you can add person accounts to the Contact
Roles related list on cases, contracts, and opportunities.

Contacts In most situations, you can use person accounts as if they w ere
contacts. You can include them in all contact list view s except on
the contacts home page.

Unlike business accounts, person accounts do not have a

Contacts related list. How ever, you can use the Partners related
list to track relationships betw een different person accounts.

Custom Objects Custom objects w ith relationships to either accounts or contacts

can be added as related lists on person accounts.

Customer Portal As w ith contacts, person accounts can be enabled as users for
your Customer Portals. Note that Customer Portals are only
available for Enterprise and Unlimited Editions.

Des ktop Integration Person accounts are currently supported in Connect

Offline, Salesforce for Outlook, and Connect for Outlookversion
3.2 and later; see Can I sync person accountsusing Salesforce for
Outlook? and Working w ith Person Accounts in Connect for
Outlook. They are not currently supported in Connect for Lotus
Notes.

Email As w ith contacts, you can send individual emails andmass

emails to person accounts.

Field History Account fields for person accounts can be tracked using the
account field history settings, but contact fields forperson
accounts are configured on the contact field history settings page.
See Tracking Field History.

Fields A predeter mined 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.

Note that some business account fields are not supported

for person accounts, such as Parent Accountand View Hierarchy.
Also, the Reports To field on contacts is not supported for person
accounts.

You can rename person account field labels so alternate ter ms

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Salesforce Functionality Person Account Behavior

display in Salesforce.

Icons
Person accounts have a person icon ( ), w hile business

accounts have a folder icon ( ). The person account icon can

be added to search results, list view s, and lookup dialogs using the
criteria “ Is Person Account equals True.”

Import Wizards Person accounts have unique import w izards at Your

Name | Setup | Im port | Im port My Person Accountsand Your
Name | Setup | Data Management | Im portPerson Accounts.
See What Is Imported for Person Accounts?.

Leads Leads w ith a blank Company field are converted toperson

accounts. The default person account record type for your profile
is applied to the new person account. Note that you can only
create leads w ith a blank Company field using the Force.com A PI.
Leads w ith a value in the Company field are converted tobusiness
accounts. The default business account record type for your profile
is applied to the new business account. See Converting Leads,
and Specifying Record Types and Page Layout Assignments in
the Enhanced Profile User Interface or Assigning Record Types to
Pr ofiles in the Original Pr ofile User Interface.

List View s Person accounts appear in both account and contact list view s.
Add the Is Person Account icon to list view s to visually
differentiate person accounts from other records, and to include or
exclude person accounts in a list.

Mobile Configurations 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 w ill see a
Contacts tab in the mobile client application, and the tab w ill
contain person accounts.

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 Toand Parent Account fields. You cannot add
a contact formula field that references the account object toperson
accounts page layouts.

Partners 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 ter m that
reflects how yourperson accounts are connected.

Record Types Administrators can configure multiple record types forperson

accounts. A person account can only be changed to
another person account record type.

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Renamed Tabs and Standard Fields 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 contactfield
label.
See Renaming Tab and Field Labels.

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.

Self-Service Portal As w ith contacts, person accounts can be enabled as users for
your Self-Service portal.

Sharing Settings Contact sharing is not available if you have enabledperson

accounts. The organization-w ide default for contacts is set
to Controlled by Parent and is not editable.
If your organization has customized your contact sharing settings
and you w ant to enable person accounts, change your
organization-w ide default for contacts toControlled by Parent,
which removes all your contact sharing rules and manually shared
contacts.

Stay-in- Touch Requests As w ith contacts, you can send individual and massStay-in- Touch
requests to person accounts.

Storage Person accounts count against both account and contact storage
because the A PI considers each person accountto consist of one
account as w ell as one contact.

Workflow Rules Creating or editing a person account triggers account w orkflow

rules. See Managing Wor kflow and Approvals.

YOUR CUSTOMER IS USING PROFESSIONAL EDITION. THEY WA NT THE ABILITY TO TRIGGER A N EMA IL EV ERY TIME AN
OPPORTUNITY REA CHES 90% AND THE A MOUNT OF THE OPPORTUNITY IS ONE MILLION DOLLA RS. WHA T IS THE BEST
WAY TO A CCOMPLISH THIS?

A. BIG DEA L ALERT

B. WORKFLOW RULE
C. ESCALA TION RULE ENTRY
D. ASSIGNMENT RULE ENTRY
…
…
A. BIG DEA L ALERT

Big Deal Alerts are not available for Personal or Contract editions, but are available for all other editions.

Custom izing Big Deal Alerts

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

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User Perm issions Needed

To activate big deal alerts: “Customize Application”

Your organization can use alerts that automatically send an email notification for opportunities w ith large amounts. Customize this alert
to send an email w hen an opportunity reaches a threshold. Your threshold consists of an opportunity amount and probability. For
example, you may w ant to send an email to your team that an opportunity of $500,000 has reached a probability of 90%.

Activating Big Deal Alerts

You can activate one opportunity alert for your organization. The alert message resembles the opportunity detail page including the
page layout and language from a selected user. Before you begin, you may w ant to decide w hich user has the page layout and
language settings that you w ould like included in all alerts. This user must also have the “View All Data” per mission.

• Click Your Name | Setup | Custom ize | Opportunities | Big Deal Alert.
• Enter a name for the alert.
• Enter a Tr igger Pr obability and Trigger Amount in the corporate currency. An opportunity alert is triggered for opportunities
w ith this probability and amount or greater. The alert tr iggers only for those opportunities that meet both the trigger probability
and trigger amount threshold settings.

Note: An opportunity can trigger a big deal alert even if it is in a currency that is different from the corporate currency. The A mount on
an opportunity is converted to corporate currency and compared to the Trigger A mount. If you are using advanced currency
management, dated exchange rates w ill be used.

• Check the Active box if you w ould like to activate the new alert immediately after you save.
• Enter the From Email Name.
• Enter the From Email Address.
• Select a user that provides the appropriate opportunity page layout, language, and currency settings for the content of the
emails. This user must have the “View All Data” per mission.

For organizations that use multiple currencies, all alerts include the amount in the currency of the opportunity. If the opportunity
currency is different than the currency of the user selected in this step, both currencies are included in the email.

Enter a list of email recipients separated by commas. You can also include CC: and BCC: recipients but all must be valid email
addresses.

The BCC: field is not available if your organization has enabled compliance BCC emails.

• Check the Notify Opportunity Ow ner box if you w ould like to include the ow ner of the opportunity in the alert emails.
• Click Save.

Note: An opportunity alert sends a notification the first time an opportunity reaches the threshold. So, an opportunity that reaches the
threshold w ith 90% probability w ill not trigger additional alerts if the probability subsequently goes higher. How ever, an opportunity that
already triggered an alert and then fell below the threshold can trigger a second alert if it crosses that threshold again.

When w orking remotely in Connect Offline, you can make changes to opportunities that trigger alerts. These alert messages w ill be
sent w hen you update your data. For instructions on updating your data from Connect Offline, see Logging in to Connect Offline.

HOW IS THE EXPECT ED REV ENUE CALCULATED FOR AN OPPORTUNITY?

A. AMOUNT MULTIPLIED BY THE TOTAL PRICE OF ALL OPPORTUNITY LINE ITEMS

B. THE SALES PRICE ON A NY LINE ITEM TIMES THE PROBABILITY OF THE OPPORTUNITY
C. OPPORTUNITY A MOUNT MULTIPLIED BY THE PROBABILITY
D. A MOUNT MULTIPLIED BY THE DISCOUNT PERCENT
…

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…
C. OPPORTUNITY A MOUNT MULTIPLIED BY THE PROBABILITY

Opportunity Fields

The available fields vary according to w hich Salesforce Edition you have.

An opportunity has the follow ing 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 Description

Account Name Name of account that opportunity is linked to. You can enter the account name, or select the account using the lookup
icon.
If you change the account for an opportunity that has partners, all partners are deleted from the Partners related list.

Amount Estimated total sale amount. For organizations using multiple currencies, the amount is show n in your personal
currency by default. Change the Opportunity Currency pic klist to track the amount in another currency.
For opportunities w ith products, the amount is the sum of the related products. You cannot directly edit the amount
unless the opportunity has no products. To change the amount for an opportunity that contains products, edit the sales
price or quantity of the related products.
If you change the price book for an opportunity that has products, all products are deleted from the Pr oducts related
list, but the value in the opportunity's A mount field remains.

Close Date Date w hen you plan to close the opportunity. You can enter a date, or choose a date from the calendar that displays
when you put your cursor in the field.
Opportunities w ith a Close Date in a given month w ill tally in the forecast for that month, unless you assign them to the
Omitted category w hile editing the forecast.
When you set an open opportunity's Stage to a type of “Closed/Won,” the Close Date is set to the current date.

Created By User w ho created the opportunity including creation date and time. ( Read only)

Custom Links Listing of custom links for opportunities as set up by your administrator.

Description Description of the opportunity. Up to 32KB of data are allow ed. Only the first 255 characters display in reports.

Expected Calculated revenue based on the A mount and Pr obability fields.

Revenue

Forecast Forecast category name that is displayed in reports, opportunity detail and edit pages, opportunity searches, and
Category opportunity list view s. The setting for an opportunity is tied to its Stage. For more infor mation on forecast categories,
see Wor king w ith Forecast Categories .

Lead Source Source of the opportunity, for example, Advertisement, Partner, or Web. Entry is selected from a picklist of available
values, w hich are set by an administrator. Each picklist value can have up to 40 characters.

Modified By User w ho last changed the opportunity fields, inc luding modification date and time. This does not track changes made
to any of the related list items on the opportunity. ( Read only)

Next Step Description of next task in closing opportunity. Up to 255 characters are allow ed in this field.

Opportunity The default currency for all currency amount fields in the opportunity. A mounts are displayed in the opportunity
Currency currency, and are also converted to the user ’s personal currency. Available only for organizations that use multiple
currencies.
For opportunities w ith products, the currency is tied to the currency of the associated price book. You cannot directly
edit this field unless you first delete the products.

Opportunity Division to w hich the opportunity belongs. This value is automatically inherited from the related account.
Division Available only in organizations that use div isions to segment their data.

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Field Description

Opportunity Name of the opportunity, for example, Ac me.com - Office Equipment Order. Up to 120 characters are allow ed in this
Name field.

Opportunity Assigned ow ner of opportunity. Not available in Personal Edition.

Ow ner

Opportunity Name of the field that deter mines w hat picklist values are available for the record. The record type may be associated
Record Type w ith a sales process. Available in Enterpr ise, Unlimited, and Developer Editions.

Partner Read-only field that indicates the opportunity is ow ned by a partner user.
Account

Pr imary Name of the campaign responsible for generating the opportunity.

Campaign When you clic k the lookup icon for the empty field, the dialog show s the first 100 active campaigns. Enter search ter ms
Source to find other records.
For opportunities created during lead conversion, this field is automatically filled in w ith the campaign name from the
lead. If the lead has multiple associated campaigns, the campaign w ith the most recently updated member status is
inserted into the opportunity.
For opportunities w ith multiple influential campaigns, click Edit next the primary campaign in the Campaign Influence
related list on the opportunity detail page and select the Pr imary Campaign Source checkbox. The campaign w ill
display in the Pr imary Campaign Source field on the opportunity.

Pr ivate Checkbox indicating that the opportunity is private. Only the record ow ner, users above that role in the hierarchy, and
administrators can view , edit, and report on pr ivate opportunities. Not available inGroup or Personal Editions. Pr ivate
opportunities do not trigger Big Deal Alerts or w orkflow rules. If you have customizable forecasting, private
opportunities count tow ards your forecasts. If you do not have customizable forecasting, pr ivate opportunities do not
count tow ards your forecasts.

Pr obability Percentage of estimated confidence in c losing the opportunity.

The Probability value is alw ays updated by a change in the Stage value, even if Probability is mar ked as read only on
your page layout. Users w ith access to edit this field can override the value.

Quantity Total of all Quantity field values for all products in the Pr oducts related list if the opportunity has products. General use
field if the opportunity does not have products.

Stage Current stage of opportunity based on selections you make from a predefined list, for example, Prospect or Pr oposal.
Entry is selected from a pic klist of up to 100 available values, w hich are set by an administrator. Each pic klist value
can have up to 40 characters.
Your administrator correlates the values in this picklist w ith Forecast Category values that deter mine how the
opportunity contributes to your forecast.
When you set an open opportunity's Stage to a type of “Closed/Won,” the Close Date is set to the current date.

Synced Quote The quote that is synced to the opportunity. Only one quote can sync to the opportunity at a time.

Territory Territory w ith w hich the opportunity is associated. Only available if your organization has territory management.
See Changing the Territory of an Opportunity.

Type Type of opportunity, for example, Existing Business or New Business. Entry is selected from a picklist of available
values, w hich are set by an administrator. Each picklist value can have up to 40 characters.

Opportunity Product Fields

Field Description

Active Indicates w hether the pr ice book entry (product and list price) is active and can be added to an opportunity or quote.

Created By Name of the user w ho created the product.

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Field Description

Date Close date of a particular opportunity product.

Discount The discount for the product as a percentage.

Last Modified User w ho last changed the opportunity product fields. ( Read only)
By

Line Text to distinguish this opportunity product from another.

Description

List Price Pr ice of the product w ithin the price book including currency.

Opportunity Name of the opportunity for this opportunity product.

Pr oduct Item listed in the Pr oducts related list on an opportunity.

Pr oduct Name Title for the product.

Quantity The number of units for the opportunity product.

Sales Price Pr ice for the products in the opportunity product.

Subtotal The difference betw een standard and discounted pr icing. Converted currency amounts w hen the opportunity's
currency is different from the user's currency.

Total Pr ice Sum of all the product amounts for this opportunity product.

STUDY POINTER:

Note: There w as a question in the guide regarding the objects that a custom lookup on a standard object could reference. I conducted
an experiment in my training ORG and saw that one could reference standard objects, custom objects and users (see screen shot
below ), but did not w ant to arbitrar ily refactor the question, so I have replace it w ith this adv ice: look this topic up and study it ;-)

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A SYSTEM A DMINISTRATOR WA NTS TO RESTRICT THE ABILITY FOR SALES REP USERS TO CREA TE NEW RECORDS WITH
THE PLA TINUM SALES RECORD TY PE. WHA T OPTIONS DOES HE HAV E?

A. TAKE AWAY THE ABILITY FOR THE SALES REP USERS TO CREA TE NEW RECORDS
B. UPDA TE THE PROFILE TO REMOV E THE PLA TINUM SALES RECORD TY PE FROM THE SALES REP USERS
C. MA KE THE RECORD TY PE HIDDEN TO ALL SALES REP USERS A ND THEN A SHA RING RULE TO SHA RE IT TO THOSE
THAT NEED IT
D. UPDA TE THE ORG WIDE DEFA ULTS TO PRIVATE
…
…
B. UPDA TE THE PROFILE TO REMOV E THE PLA TINUM SALES RECORD TY PE FROM THE SALES REP USERS

Answer A: This shotgun approach would preclude record creation of any type – not what you want.
Answer B: Solves the problem, as follows:
 If you are creating the new record type:
o You can avoid enabling it for a profile (e.g. see Cu stom – Sales Operation below)

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 If you have already created the record type:

o With the Enhanced User Profile User Interface enabled, you can select an alternate Record Type (Page
Layout)

Answer C: Sharing rules are NOT the mechanism that are used to control Record Type (Page Layout) configurations
Answer D: There are no Record Type settings in the Organization-Wide Defaults

WHAT SHOULD A SYSTEM A DMINISTRA TOR USE TO DISABLE A CCESS TO A CUSTOM A PPLICATION FOR A GROUP OF
USERS?

A. PROFILES
B. SHA RING RULES
C. WEB TABS
D. PA GE LAYOUTS
…
…
A. PROFILES

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Note that one can assign or unassign APPs to Profiles in two (possibly more) ways:
 By selecting or deselecting profiles in the APP configuration:

 By selecting or deselecting APPs in the Profile configuration:

o Click on Assigned Apps

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o And then select or deselect the Visible option for the App.

Overview of User Perm issions and Access

Available in: Enterprise, Unlim ited, Developer, and Database.com Editions

User per missions and access settings specify w hat users can do w ithin an organization. For example, per missions deter mine a user's
ability to edit an object record, view the Setup menu, empty the organizational recycle bin, or reset a user's passw ord. Access settings
deter mine other functions, such as access to Apex classes, app visibility, and the hours w hen users can log in.
Per missions and access settings are specified in user profiles and per mission sets. Every user is assigned only one profile, but c an
also have multiple per mission sets.

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When deter mining access for your users, it's a good idea to use profiles to assign the minimum per missions and access settings for
specific groups of users, then use per mission sets to grant additional per missions.

Because you can assign many per mission sets to users and per mission sets are reusable, you can distribute access among more
logical groupings of users, regardless of their primary job function. For example, you could create a per mission set that gives read
access to a custom object and assign it to a lar ge group of users, and create another per mission set that gives edit access to the object
and assign it to only a few users. You can assign these per mission sets to various types of users, regardless of their profiles.

The follow ing table show s the types of permissions and access settings that are specified in profiles and per mission sets. Some profile
settings aren't included in per mission sets.

Perm ission or Setting Type In Profiles? In Perm ission Sets?

Assigned apps

Tab settings

Record type assignments

Page layout assignments

Object per missions

Field per missions

User per missions (app and system)

Apex class access

Visualforce page access

Service provider access (if Salesforce is enabled as an identity prov ider)

Des ktop c lient access

Login hours

Login IP ranges

WHEN CONTROLLING A ND DEPENDENT FIELDS ARE AVAILABLE IN CONNECT OFFLINE...

A. YOU WILL BE ABLE TO EDIT ONE, WITH IT AUTOMA TICALLY UPDA TING THE OTHER
B. THE LOGIC BETWEEN THEM IS NOT AVAILABLE
C. Y OU CA N ONLY EDIT THE CONTROLLING FIELD
D. Y OU CA N ONLY EDIT THE DEPENDENT FIELD
…
…
B. THE LOGIC BETWEEN THEM IS NOT AVAILABLE

Force.com Connect Offline Overview

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Available in: Enterprise, Unlim ited, and Developer Editions

Available for an additional cost in: Professional Edition

With Force.com Connect Offline, you can w ork on your key deals anyw here, any time—totally unplugged.
Connect Offline is a client application that lets you access a subset of Salesforce records using the same brow ser-based interface as
the online system but w ithout an Internet connection. Use Connect Offline to view , edit, create, and delete accounts, activities, c ontacts,
opportunities, leads, and custom object records (inc luding relationship groups). You can also add and update products and schedules
on opportunities.

The subset of Salesforce records accessible in Connect Offline is referred to as a briefcase. Administrators can create briefcase
configurations, w hich are sets of parameters that deter mine the records available in the briefcases of users w ith a specific profile.
Organizations can have multiple br iefcase configurations and associate each w ith a different set of profiles to simultaneously suit the
needs of various types of offline users. For example, one configuration might include leads and opportunities in the briefcases of users
w ith a Sales Representative profile, w hile another configuration includes accounts and related opportunities in the br iefcases of users
w ith an Account Executive profile. Users w ithout an assigned briefcase configuration can configure the settings for their ow n Connect
Offline briefcase and can manually select the accounts the briefcase includes.

When online, users can synchronize their Connect Offline briefcases w ith Salesforce. During synchronization, the changes to rec ords in
the briefcase are implemented in Salesforce, and vice-versa. This ensures that bothSalesforce and Connect Offline have the most
current records. If updates to a record in the briefcase conflict w ith updates to a record in Salesforce, Connect Offline displays the
conflict resolution tool, w hich allow s users to easily resolve the conflict.

To start using Connect Offline today, log into Salesforce and install the Connect Offline client application.

Dependent Picklist Considerations

Available in: All Editions

Page Layouts and Leads are not available in Database.com

User Perm issions Needed

To define and edit dependent picklists: “Customize Application”

Consider the follow ing w hen defining dependent pic klists:

Checkboxes
Checkbox fields can be controlling fields but not dependent fields.

Converting fields
Convert your existing fields to dependent picklists or controlling fields w ithout affecting the existing values in your records. Going
forw ard, dependency rules apply to any changes to existing records or new records.

Default values
You can set default values for controlling fields but not for dependent picklists.

Field-level security
Field- level security settings for a controlling field and dependent picklist are completely independent. Remember to hide controlling
fields w henever its correlating dependent pic klist is hidden.

Im port
The import w izards do not consider field dependencies. Any value can be imported into a dependent pic klist regardless of the value
imported for a controlling field.

Lead conversion

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If you create a dependency for lead fields that map to account, contact, and opportunity fields for lead conversion, create the same
dependency on the account, contact, or opportunity as w ell.

Dependent picklists and controlling lead fields can be mapped to account, contact, or opportunity fields w ith different dependenc y rules.

Multi-select picklists
Multi-select picklists can be dependent pic klists but not controlling fields.

Connect Offline
While controlling fields and dependent picklists are available in Connect Offline, the logic betw een them is not.

Page layouts
Make sure controlling fields exist on any page layout that contains their associated dependent picklist. When the controlling field is not
on the same page layout, the dependent pic klist shows no available values.
For visually-impaired users, make sure the dependent picklist is low er on the page layout than its controlling field.
If a dependent picklist is required and no values are available for it based on the controlling field value, users can save the record
w ithout entering a value. The record is saved w ith no value for that field.

Picklist lim itations

Custom picklist fields can be either controlling or dependent fields.
Standard picklist fields can be controlling fields but not dependent fields.
The maximum number of values allow ed in a controlling field is 300. In addition, if a field is both a controlling field and dependent
picklist, it can't contain more than 300 values.

Before defining a dependency, make sure your picklist has at least one value; standard fields like Product Family do not contain any
values until you add them.

If a standard controlling field relies on functionality that your organization decides to disable, the dependency rules for the picklist w ill go
aw ay. For example, if your organization disables the Self-Service portal and theClosed by Self-Service User is a controlling field, its
dependent picklist w ill display all available values.

The follow ing fields are not available as controlling fields:

Activity Fields
Call Type
Create recurring ser ies of events
Show Time As
Subject
Task
Type

Contact Fields
Salutation
Contact Currency

Custom Object Fields

Currency

Lead Fields
Converted
Unread By Ow ner

Record types
The values in your controlling fields are deter mined by the record type selected. The values in your dependent picklists are deter mined
by the record type and controlling field value selected. In short, the values available in dependent picklists are an intersection of the
record type and controlling field selections. For more infor mation on record types, see Managing Record Types.

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WHICH ITEM CA N TRIGGER WORKFLOW RULES?

Choose 2 answ ers.

A. CHATTER POSTS
B. CUSTOM OBJECTS
C. USER RECORDS
D. CA MPA IGN MEMBERS
…
…
B. CUSTOM OBJECTS
D. CA MPA IGN MEMBERS

Here is the list of objects available when creating a new Workflow. (Note that Custom Objects – e.g. Job Applicant – and
Campaign M ember are part of the list, whereas Chatter Post s [which are not objects] and User s [which are an object-
exception] are not)

Managing Workflow and Approvals

Available in: Enterprise, Unlim ited, Developer, and Database.com Editions

Approvals, Tas ks, and Email Alerts are not available in Database.com

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User Perm issions Needed

To view w orkflow rules and approval processes: “View Setup and Configuration”
To create or change w orkflow rules and approval processes: “Customize Application”

Your sales force operates more efficiently w ith standardized internal procedures and automated business processes. Set
up Salesforce to automatically perform these procedures and processes based on your organization’s needs.
Begin by des igning w orkflow rules and approval processes, and associating them w ith w orkflow actions, such as email alerts, tasks,
field updates, or outbound messages.

Term inology

Workflow Rule
A w orkflow rule sets w orkflow actions into motion w hen its designated conditions are met. You can configure w orkflow actions to
execute immediately w hen a record meets the conditions in your w orkflow rule, or set time triggers that execute the w orkflow actions on
a specific day. If a w orkflow action has not executed yet, you can view and modify it in the Workflow Queue. See Managing Wor kflow
Rules to get started using w orkflow rules. For a list of the max imum number of rules allow ed in each organization,
see Salesforce Editions and Limits.

Approval Process
An approval process is an automated process your organization can use to approve records in Salesforce. An approval process
specifies the steps necessary for a record to be approved and w ho must approve it at each step. A step can apply to all records
included in the process, or just records that have certain attributes. An approval process also specifies the actions to take w hen a
record is approved, rejected, recalled, or first submitted for approval. See Managing Approval Processes to get started using approval
processes.

Flow
A flow starts out as a process or decision diagram created in the Flow Designer. Once uploaded and run in Salesforce, it becomes an
application for navigating users through a series of screens. See About Visual Wor kflow to get started using flows.

Workflow and Approval Actions

Workflow and approval actions consist of email alerts, tasks, field updates, and outbound messages that can be triggered by a workflow
rule or approval process.

Task
Assigns a task to a user you specify. You can specify the Subject, Status, Prior ity, and Due Date of the task. Tas ks are w orkflow and
approval actions that are tr iggered by w orkflow rules or approval processes. See Managing Tasks for Workflow and Approvals to get
started using tasks.

Em ail Alert
Email alerts are w orkflow and approval actions that are generated us ing an email template by a w orkflow rule or approval process and
sent to des ignated recipients, either Salesforceusers or others. See Managing Email Alerts to get started using email alerts.

Field Update
Field updates are w orkflow and approval actions that specify the field you w ant updated and the new value for it. Depending on the type
of field, you can choose to apply a spec ific value, make the value blank, or calculate a value based on a for mula you
create. See Managing Field Updates to get started using field updates.

Outbound Message
An outbound message is a w orkflow , approval, or milestone action that sends the information you specify to an endpoint you des ignate,
such as an external service. An outbound message sends the data in the specified fields in the for m of a SOA P message to the
endpoint. See Managing Outbound Messages to get started using outbound messages.

Acronym = TEFO

Creating Workflow Rules

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Available in: Enterprise, Unlim ited, Developer, and Database.com Editions

Tasks, Sites, and Email Alerts are not available in Datab ase.com

User Perm issions Needed

To create or change w orkflow rules, em ail alerts, tasks, field updates, and outbound messages: “Customize Application”

Automate your organization’s standard processes by configuring w orkflow rules.

Workflow automates the follow ing types of actions:

1. Tasks—Assign a new task to a user, role, or record ow ner. For example, automatically assign follow -up tasks to a support
representative one w eek after a case is updated.
2. Email Alerts—Send an email to one or more recipients. For example, automatically send sales management an email alert
when a sales representative qualifies a large deal.
3. Field Updates—Update the value of a field on a record. For example, automatically change the Ow ner field on a contract three
days before it expires.
4. Outbound Messages—Send a secure configurable A PI message (in XML for mat) to a designated listener. For example,
automatically initiate the reimbursement process for an approved expense report by triggering an outbound A PI message to an
external HR system.

Acronym = TEFO

To create a new rule:

1. Select the object to w hich the w orkflow rule applies.
2. Configure the w orkflow rule settings and criter ia.
3. Configure the w orkflow actions.
4. Activate the w orkflow rule.

Select the Object for Your Workflow Rule

Click Your Name | Setup | Create | Workflow & Approvals | Workflow Rules.
On the w orkflow rules list page, c lick New Rule.
Choose a custom or standard object to w hich you w ant this w orkflow rule to apply.

Note
 If you have a w orkflow action that updates a field on a related object, that target object is not the one associated w ith
the w orkflow rule.
 To create w orkflow rules based on new case comments or incoming email messages that automatically update fields
on their associated cases, choose either Case Comment or Email Message. See Notes on Using Wor kflow Rules for
more information.
 To create a site usage rule, choose one of the follow ing:
 Organization (for monthly page view s allow ed and monthly page view s used fields)
 Site (for site detail, daily bandw idth and request time, monthly page view s allow ed, and other fields)
 User License (for the monthly logins allow ed and monthly logins used fields)

The Organization and Site objects are only available if Force.com sites is enabled for your organization. The User License object isn't
dependent on sites, and is only available if you have Customer Portals or partner portals enabled for your organization.

o You can't create email alerts for w orkflow rules on activities.

2. Click Next.

Configure Rule Settings and Criteria

Enter a rule name.
Optionally, enter a description for the rule.
Choose the evaluation criter ia:

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 When a record is created, or w hen a record is edited and did not previously meet the rule criteria: Choose this option
to include new records and updates to existing records, unless the rule just ran and still meets the rule criteria. The
rule is not re-triggered on edits that do not affect rule criteria. For example, if setting an opportunity rating to “Hot”
causes the rule to run, w ith this option, the rule w ill run again only if the rating changes, then changes back to “ Hot”—
no matter how many times you edit the object.
 Only w hen a record is created: Choose this option to ignore updates to existing records.
 Every time a record is created or edited: Choose this option to include new records and updates to ex isting records
and repeatedly trigger the rule, even if the record still meets the criteria. You cannot add time- dependent actions to
the rule if you choose Every time a record is created or edited.

Note: You can't add time-dependent actions to a rule if you choose Every time a record is created or edited.

Enter your rule criteria:

 Choose criteria are met and select the filter criteria that a record must meet to trigger the rule. For example, set the
filter to “Opportunity: A mount greater than 5000” if you w ant opportunity records w ith an amount greater than $5,000
to trigger the rule. If your organization uses multiple languages, enter filter values in your organization's default
language. You can add up to 25 filter criter ia, up to 255 characters.

Note: Workflow rules and entry criteria for approval processes and steps respect the user's locale and aren't triggered w hen the user is
in a different language than that of the organization.

 Choose formula evaluates to true and enter a formula that returns a value of “True” or “ False.” Salesforce triggers the
rule if the for mula returns “ True.” Examples of useful w orkflow formulas include:
 If the number of filled positions equals the number of total pos itions on a job, update the Job Status field to
“Filled.”
 If mileage expenses associated w ith visiting a customer site are 35 cents per mile and exceed a $1,000 limit,
automatically update the Approval Required field to “ Required.”
 If a monthly subscription-based opportunity amount is greater than $10,000, create a tas k for an opportunity
ow ner to follow up 60 days after the opportunity is closed.

Some functions are not available in w orkflow rule formulas.

Tip: You can use merge fields for directly related objects in w orkflow rule formulas. For more information, see Merge Fields Over view .

2. Click Save & Next.

Configure Workflow Actions

Add immediate and time-dependent actions to the w orkflow rule. Immediate actions trigger once evaluation criteria are met. Time-
dependent actions specify w hen Salesforce executes the w orkflow action. For example, Salesforce can automatically send an email
reminder to the account team if a high-value opportunity is still open ten days before the specified close date.

Tip: Time-dependent actions and time triggers are complex features w ith several considerations.

If you plan on configuring w orkflow rules that have time-dependent actions, specify a default w orkflow user. Salesforce associates the
default w orkflow user with a w orkflow rule if the user w ho initiated the rule is no longer active.
Add a w orkflow action:
 To add an immediate w orkflow action, click Add Workflow Action in the Immediate Workflow Actions section and
select:
. New Task to create a task to associate w ith the rule
a. New Email to create an email alert to associate w ith the rule
b. New Field Update to define a field update to associate w ith the rule
c. New Outbound Message to define an outbound message to associate w ith the rule
d. Select Existing Action to select an existing action to associate w ith the rule
 To add a time-dependent w orkflow action, click Add Tim e Trigger in the Time- Dependent Workflow Actions section
and:

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o Specify a number of days or hours before or after a date relevant to the record, such as the date the record
was created or modified. If the w orkflow rule is in effect w hen this time occurs, the time trigger fires the
workflow action.
o Click Save.

Note: The Add Tim e Trigger button is unavailable if:

 The rule criteria is set to Ev ery time a record is created or edited
 The rule is activated
 The rule is deactivated but has pending actions in the w orkflow queue
2. Configure additional immediate or time-dependent actions.
3. Click Done.

Note: For standard objects, w orkflow rules can only perform field updates on the object related to the rule. The exceptions are that both
Case Comments and Email Messages can perform cross-object field updates on Cases. For all custom objects, how ever, you can
create w orkflow actions w here a change to a detail record updates a field on the related master record. Cross-object field updates only
work for custom-to-custom master-detail relationships. For example, in a custom recruiting application, create a w orkflow rule that sets
the status of an application (the master object) to “ Closed” w hen a candidate (the detail object) accepts the job. Or, for standard
objects, create a rule to change the status of a case from “Aw aiting Customer Response“ to “ In Progress” w hen a customer adds a
case comment.

The cross-object field update function may depend on certain critical updates being active. Clic k Your Name | Setup | Critical
Updates to see if your organization requires any updates.

Activate the Workflow Rule

Salesforce does not trigger a w orkflow rule until you activate it. To activate a w orkflow rule, click Activate on the w orkflow rule detail
page. Clic k Deactivate to prevent a rule from tr igger ing or if you w ant to edit the time-dependent actions and time tr iggers associated
w ith the rule.

Managing Workflow Rules

Available in: Enterprise, Unlim ited, Developer, and Database.com Editions

Tasks and Email Alerts are not available in Database.com

User Perm issions Needed

To view w orkflow rules: “View Setup and Configuration”

To create or change w orkflow rules: “Customize Application”

Automate your organization’s standard processes by configuring w orkflow rules.

Workflow automates the follow ing types of actions:
 Email Alerts—Send an email to one or more recipients. For example, automatically send sales management an email alert
when a sales representative qualifies a large deal.
 Tasks—Assign a new task to a user, role, or record ow ner. For example, automatically assign follow -up tasks to a support
representative one w eek after a case is updated.
 Field Updates—Update the value of a field on a record. For example, automatically change the Ow ner field on a contract three
days before it expires.
 Outbound Messages—Send a secure configurable A PI message (in XML for mat) to a designated listener. For example,
automatically initiate the reimbursement process for an approved expense report by triggering an outbound A PI message to an
external HR system.

Configure your organization’s w orkflow by creating w orkflow rules. Each w orkflow rule consists of:

 Criteria that deter mine w hen Salesforce executes the w orkflow rule. Any change that causes a record to match this criter ia can
trigger the w orkflow rule—even changes to hidden fields.

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 Immediate actions to take w hen the w orkflow rule executes. For example, Salesforce can automatically send an email that
notifies the sales team w hen a new high-value opportunity is created.
 Time-dependent actions that Salesforce queues w hen the w orkflow rule executes. For example, Salesforce can automatically
send an email reminder to the account team if a high-value opportunity is still open ten days before the specified close
date. When Salesforce triggers a w orkflow rule that has time-dependent actions, you can use the w orkflow queue to monitor
and cancel pending actions.

If you plan on configuring w orkflow rules that have time-dependent actions, specify a default w orkflow user. Salesforce associates the
default w orkflow user with a w orkflow rule if the user w ho initiated the rule is no longer active.
To get started using w orkflow rules, click Your Name | Setup | Create | Workflow & Approvals | Workflow Rules. From this page,
you can:

 Click New Rule to create a new w orkflow rule.

 Select an existing rule to view its details, clone it, activate and deactivate it, or view and edit actions and time triggers.
 Click Edit to make changes to a w orkflow rule.
 Click Del to delete a w orkflow rule.

Note: You cannot delete a w orkflow rule that has pending actions in the w orkflow queue. Wait until pending actions are processed, or
use the w orkflow queue to cancel the pending actions.

 Click Activate to set a rule into action. Click Deactivate to prevent the rule from firing w hen its conditions are met. Note the
follow ing:
o You can deactivate a w orkflow rule at any time. How ever, if you deactivate a rule that has pending
actions, Salesforce completes those actions as long as the record that triggered the rule is not updated.
o You cannot add time-dependent w orkflow actions to active w orkflow rules. Deactivate the w orkflow rule first, add the
time-dependent w orkflow action, and reactivate the rule.
o When tasks are created automatically by actions such as clicking the Send An Em ail button, they don't tr igger task-
based w orkflow rules.

Tip: You can use the Developer Console to debug w orkflow rules. The Developer Console lets you view debug log
details and infor mation about w orkflow rules and actions, such as the name of the user w ho triggered the w orkflow rule and the name
and ID of the record being evaluated.

Notes on Using Workflow Rules

Available in: Enterprise, Unlim ited, Developer, and Database.com Editions

Standard Objects are not available in Database.com

User Perm issions Needed

To view w orkflow rules: “View Setup and Configuration”

To create or change w orkflow rules: “Customize Application”

Consider the follow ing w hen configuring w orkflow rules:

 Each w orkflow rule applies to a single object, such as leads, accounts, or opportunities. For the maximum number of w orkflow
rules allow ed on an object, see Salesforce Editions and Limits.
 For standard objects, w orkflow rules can only perform field updates on the object related to the rule. The exceptions are that
both Case Comments and Email Messages can perform cross-object field updates on Cases. For all custom objects, how ever,
you can create w orkflow actions w here a change to a detail record updates a field on the related master record. Cross-object
field updates only w ork for custom-to-custom master-detail relationships. For example, in a custom recruiting application,
create a w orkflow rule that sets the status of an application (the master object) to “Closed” w hen a candidate (the detail object)
accepts the job. Or, for standard objects, create a rule to change the status of a case from “Aw aiting Customer Response“ to
“In Progress” w hen a customer adds a case comment.
 The cross-object field update function may depend on certain critical updates being active. Clic k Your Name | Setup | Critical
Updates to see if your organization requires any updates.

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 Workflow rules can't be triggered by campaign statistic fields, inc luding individual campaign statistics and campaign hierarchy
statistics. For a list of campaign fields that cannot tr igger w orkflow rules, see Campaign Fields.
 Workflow rules can be triggered any time a record is saved or created, depending on your rule criteria. How ever, rules created
after saving records aren't triggered by those records retroactively.
 Workflow rules are triggered w hen a standard object in a master-detail relationship is re-parented, even if the object's
evaluation criteria is set to When a record is created, or w hen a record is edited and did not previous ly meet the rule criter ia.
 Workflow rules only trigger on converted leads if validation and tr iggers for lead convert are enabled in your organization.
 Workflow rules on custom objects are automatically deleted if the custom object is deleted.
 You can't package w orkflow rules w ith time tr iggers.
 Workflow rules trigger automatically and are invisible to the user. Alternatively, approval processes allow users to submit
records for approval.
 The order in w hich actions are executed is not guaranteed. Field update actions are executed first, follow ed by other actions.
 You can't create email alerts for w orkflow rules on activities.
 You can't create outbound messages for w orkflow rules on junction objects.
 To create w orkflow rules that update case fields based on new case comments or incoming email messages, choose Case
Comment or Email Message from the Select Objectdrop-dow n list; Email Message is only available if Email-to- Case or On-
Demand Email-to- Case is enabled. You can only create email message w orkflow rules for field updates, and case comment
workflow rules for field updates, email alerts, and outbound messages. For example, you can create a w orkflow rule so that an
email marked as Is Incoming changes its case's Status from Closed to New .
 Saving or creating records can trigger more than one rule.
 The follow ing actions don't tr igger w orkflow rules:
Mass replacing picklist values
Mass updating address fields
Mass updating divisions
Changing the territory assignments of accounts and opportunities
Converting leads to person accounts
 Changes you make to records w hile using Connect Offline are evaluated by w orkflow rules w hen you synchronize.
 Salesforce processes any rules in the follow ing order:
Validation rules
Assignment rules
Auto-response rules
Workflow rules (w ith immediate actions)
Escalation rules
 Workflow rules and entry criteria for approval processes and steps respect the user's locale and aren't triggered w hen the user
is in a different language than that of the organization.
 If a lookup field references a record that is deleted, Salesforce sets the lookup field to null, and does not run any Apex triggers,
validation rules, w orkflow rules, or roll-up summary fields.

Tip: You can use the Developer Console to debug w orkflow rules. The Developer Console lets you view debug log
details and infor mation about w orkflow rules and actions, such as the name of the user w ho triggered the w orkflow rule and the name
and ID of the record being evaluated.

A WORKFLOW RULE CONTA INS AN A CTION THAT SENDS A TASK TO A ROLE CALLED GLOBAL SALES MA NAGERS, WHICH
INCLUDES MULTIPLE USERS. WHEN THE WORKFLOW RULE IS TRIGGERED, TO WHOM WILL THE TASK BE ASSIGNED?

A. ALL USERS IN THE GLOBAL SALES MA NA GERS ROLE.

B. THE OWNER OF THE RECORD THAT TRIGGERED THE WORKFLOW RULE.
C. A SINGLE USER IN THE GLOBAL SALES MA NA GERS ROLE.
D. THE DEFA ULT WORKFLOW USER.
…
…
B. THE OWNER OF THE RECORD THAT TRIGGERED THE WORKFLOW RULE.

Creating Tasks for Workflow , Approvals, or Milestones

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Available in: Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To create or change tasks: “Customize Application”
To create or change w orkflow rules: “Customize Application”

To create your tasks:

 For w orkflow and approvals, clic k Your Name | Setup | Create | Workflow & Approvals | Tasks.

For milestones on entitlement processes, click Your Name | Setup | Custom ize | Entitlement Management | Entitlement Processes,
choose an entitlement process, a milestone, and click Add Workflow Action.

 Click New Task.

 Select a type of record and click Next. Remember, tas ks can only be associated w ith w orkflow rules or approval processes for
the same object type.

Note: When creating tasks for custom objects, only custom objects that track activ ities are available. Tas ks aren't available for article
types. See Defining Article Types for more information.

 Configure the task:

1. Select an assignee. An assignee can be in the form of a user, role, record ow ner, record creator, sales team role, or
account team role, depending on the type of record you chose.
2. Note:
 If the assignee of a task is set to the record ow ner and the ow ner of a lead or case is a queue, the person
who triggered the rule is assigned the tas k.
 If the subject w as translated, Salesforce creates the task in the assignee's language If you checked Notify
Assignee for the task, Salesforce sends the email in the assignee's language. How ever, if only the
comments field w as translated, Salesforce creates the task and sends the email in the language of the user
who triggered the tas k.
 If a custom object has a master-detail relationship w ith a standard object, the ow ner of the custom object
record is automatically set to the ow ner of the master standard object record. For example, if a custom
object called “ Expenses” has a master-detail relationship w ith Accounts, the ow ner of each expense record
is the ow ner of the account for the expense.
 If the assignee of a workflow task is a role and more than one user belongs to that role, the record
owner becomes the task assignee, regardless of his or her role. We recommend that you do not assign
tasks to roles w ith multiple users. Assigning tas ks to roles w ith one user allow s you to easily change the
user in that role w ithout modifying the w orkflow rule.
 When a lead is converted by someone w ho isn't the lead ow ner, all w orkflow tasks associated w ith the lead
that are assigned to that user, except email alerts, are reassigned to the lead ow ner. Workflow tasks
assigned to users other than the lead ow ner and lead converter are not changed.
3. Enter a subject for the task.
4. Enter a unique name to refer to this component in the Force.com A PI and to prevent naming conflicts for managed
package installations. The requirement for uniqueness is only w ithin the selected object type. You can have actions of
the same type (for example, tw o email alerts) w ith the same unique name, provided they are defined for different
objects, such as one for Campaigns and one for Opportunities. The Unique Name field can contain only underscores
and alphanumeric characters. It must be unique w ithin the selected object type, begin w ith a letter, not include
spaces, not end w ith an underscore, and not contain tw o consecutive underscores.
5. Choose a due date, status, and priority. Due dates appear in the time zone of the assignee.

Note: Configuring the Due Date to “ Rule Tr igger Date” sets time triggers and w orkflow task due dates relative to w hen the w orkflow rule
evaluation criteria are met. For example, if the tas k due date is “ Rule Trigger Date plus 10 days” and the evaluation criteria are met on
January 1st, Salesforce sets the task due date to January 11th.

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6. Check Notify Assignee to send an email notification w hen the task is assigned.
7. Check the Protected Component chec k box to mar k the task as protected. For more information, see
the Force.com Quick Reference for Developing Pac kages.
8. Enter any comments to add to the tas k.
9. Click Save.
 To set tasks into action, associate them w ith a w orkflow rule, approval process, or entitlement process.

Note: You may notice that all your tasks include a Created By field. For tasks, this field contains the name of the person w ho saved the
record that triggered the rule to assign the tas k.

IF A N A DMINISTRATOR WOULD LIKE TO EXPORT A REPORT A ND KEEP IT IN THE SA ME FORMA T AS THE REPORT IN
SALESFORCE, THEY WILL NEED TO:

Choose 2 answ ers.

A. THERE IS NOT A WAY TO PRESERV E THE FORMA T
B. USE THE PRINTABLE V IEW
C. CONNECT FOR OFFICE.
…
…
B. USE THE PRINTABLE V IEW
C. CONNECT FOR OFFICE.

Printing and Exporting Reports

Available in: All Editions except Database.com

User Perm issions Needed

To export reports: “Export Reports”

Use any of the follow ing techniques to print or export a report:

 To print a report, use your brow ser's print function.
 Click Printable View to open or save the report.
 To export a report:
o Click then Export.
o Set the Export File Encoding for your language.
o Set the Export File For mat to Excel or comma delimited.
o Click Export. In your brow ser’s dow nload dialog, choose to save the file. You can export up to 256 columns and
65,536 rows of data in one report.
 For exported reports:
o You can arrange the columns and perfor m any other calculations, as needed.
o To resize columns, select the w hole spreadsheet and use Excel’s Form at | Colum n | AutoFit Selection option.
o To force the report to pr int on one page, use the Fit to option under Page Setup.
o Pr int the report using the print icon in Excel.

Note: For security purposes, Salesforce may require users to pass a user verification test to export data from their organization. This
simple, text-entry test helps prevent malicious programs from accessing your organization's data. To pass the test, users must ty pe the
tw o w ords displayed on the overlay into the overlay's text box field, and clic k the Subm it button. Note that the w ords entered into the
text box field must be separated by a space. Salesforce uses CA PTCHA technology provided by reCaptcha to verify that a person, as
opposed to an automated program, has correctly entered the text into the overlay. CA PTCHA is an acrony m that stands for “Completely
Automated Public Tur ing Test To Tell Computers and Humans Apart”.

Tips on Exporting Reports

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Consider the follow ing w hen exporting reports:

When exporting reports in the CSV (comma-separated values) format, the locale settings on your user detail page deter mine the field
separator (delimiter) included in the exported file. For example, if your locale setting is English (United States), w here the decimal
separator is a '.' (period), then w hen you export a report in CSV format, the field separator w ill be a ',' (comma). How ever, if your locale
setting is French (France), w here the decimal separator is a ',' (comma), then w hen you export a report in CSV for mat, the field
separator w ill be a ';' (semicolon). Yet users w ith a locale setting w here the decimal separator is a ',' (comma) can choose not to have
their locale settings deter mine the field separator included in the exported file by selecting Comma Delimited (non- locale) .csv from
the Export File For mat drop-dow n list. For more infor mation about locale settings, see Editing Your Personal Information.

Note that Excel does not display the field separator in CSV format. If you w ant to export reports to Excel in CSV format, w e recommend
that your locale setting in Salesforce match your Regional Options setting in Window s.

You can also create a report of your contact, lead, or case information, export that data to Excel, and then do a mass mail merge using
Microsoft® Word. See the Salesforce Bulk Mail Merge Pr ocess document for instructions.

To generate a mail merge document for a single contact or lead, you can use the mail merge feature. See Sending Single Mail Merge
Documents.

Use Connect for Office Excel Integration to securely access and manipulate your Salesforce reports w ith Excel.
See Force.com Connect for Microsoft Office® Overview .

When using the 15-character, alphanumer ic ID to identify a particular report record, make sure you use the correct case for the r ecord
because the ID is case-sensitive.

Some functions in Excel may make report record IDs case-insensitive, such as VLOOKUP. For more infor mation about VLOOKUP,
search for “VLOOKUP function” in Excel’s Help.

If you have set the “ Do not save encrypted pages to disk” option in Internet Explorer, you w ill not be able to view your report online in
Excel w hen you click Printable View or Export Details. You must save the exported report to your computer, and then open it in Excel.

To change this setting in Internet Ex plorer, choose Tools | Internet Options, click the Advan ced tab, scroll dow n to the Security folder,
and uncheck “ Do not save encrypted pages to dis k.”

Force.com Connect for Microsoft Office® Overview

Available in: Personal, Contact Manager, Group, Professional, Enterprise, and Unlim ited Editions

Force.com Connect for Microsoft Office integrates Microsoft Office w ith Salesforce. Connect for Office includes an Excel add- in and a
Word add-in.

Integration w ith Microsoft Excel

The Excel add-in securely delivers your Salesforce reports into Excel in real time w ith a simple interface. You create the reports you
need in Salesforce, then pull them into an Excel w orksheet, and optionally use Excel’s formulas, charts, and pivot tables to customize
and analyze your data. As a last step, you can distribute your customized Excel w orksheets via the Documents tab, allow ing all users to
track customized analytics in real time.

Integration w ith Microsoft Word

The Word add- in helps you create mail merge templates for use w ith Salesforce’s online mail merge utility. The Word add- in allows you
to quickly and eas ily insert Salesforce merge fields into a Word mail merge template.

SALES REPRESENTA TIV ES A T UNIV ERSAL CONTAINERS NEED ASSISTA NCE FROM PRODUCT MA NA GERS WHEN SELLING
CERTA IN PRODUCTS. PRODUCT MA NAGERS DO NOT HAV E ACCESS TO OPPORTUNITIES, BUT NEED TO GAIN A CCESS
WHEN THEY ARE ASSISTING WITH A SPECIFIC DEAL. HOW CA N A SYSTEM ADMINISTRA TOR A CCOMPLISH THIS?

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A. NOTIFY THE PRODUCT MA NAGER USING OPPORTUNITY UPDA TE REMINDERS.

B. ENABLE SALES TEA MS AND ALLOW USERS TO ADD THE PRODUCT MA NAGER.
C. USE SIMILA R OPPORTUNITIES TO SHOW OPPORTUNITIES RELATED TO THE PRODUCT MA NAGER.
D. ENABLE A CCOUNT TEA MS AND ALLOW USERS TO ADD THE PRODUCT MA NAGER.
…
…
B. ENABLE SALES TEA MS AND ALLOW USERS TO ADD THE PRODUCT MA NAGER.

AN ADMINISTRA TOR WANTS TO SETUP IDEA S A ND A NSWERS FOR THEIR ORGA NIZATION. WHA T CA N THEY USE IN BOTH
OF THESE?

A. STA TUS
B. COMMUNITY EXPERT
C. CA TEGORIES
D. SHA RING RULES
…
…
C. CA TEGORIES

Answers Overview

Available in: Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To view the Answers tab: “Read” on questions
To ask and reply to questions: “Create” on questions
To vote for replies: “Read” on questions

Note: Answ ers is not supported using Microsoft® Internet Explorer version 6.0.

Answers Term inology

The follow ing ter ms are used w hen describing answ ers features and functionality:

Answers
Answ ers is a feature of the Community application that enables users to ask questions and have community members post replies.
Community members can then vote on the helpfulness of each reply, and the person w ho asked the question can mar k one reply as the
best answ er.

Best Answer
When a member of an answ ers community asks a question and other community members post a reply, the asker can mar k one of the
replies as the best answ er. The best answ er then appears directly under the question (above the other replies). Identifying the best
answ er helps other community members w ith the same question quickly find the most relevant, useful infor mation.

Comm unity
Communities help organize ideas and questions into logical groups w ith each community having its ow n focus and unique ideas and
questions. Professional Edition organizations can have only one internal ideas community. All other editions can have up to 50
communities shared betw een ideas and answ ers.

Comm unity Application

The Community application includes the ideas and answ ers features. The Community app is available in the Force.com app menu.

Data Category for Answers

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On the Answ ers tab, data categories allow users to classify questions in an answ ers community. For example, if you have an answ ers
community for hardw are products, your data categories may inc lude laptops, des ktops, and pr inters. Community members can quickly
brow se w ithin a specific category to find answ ers to their questions. Administrators can use data categories to control access to
questions.

Idea
Ideas are suggestions posted by the members of an ideas community. For example, if the focus of a particular community is “ Ideas for
car features,” an appropriate idea for that community might have the title “ Insulated cup holders that keep your beverage hot or cold.”
Or, if the focus of a particular community is “Ideas for our company's employee benefits,” an appropriate idea for that community might
have the title “On-site day care.”

Question
An issue posted to an answ ers community. When a community member asks a question, other community members post replies to
help resolve the question.

Reply
The response to a question in an answ ers community. When community members reply to a question, the person w ho asked the
question can mark one of the replies as the best answ er to resolve and close the question.

Vote, Reply
In an answ ers community, a vote means you either like or dislike a reply to a question.

Icon Descriptions

Icon Description

A question that has been resolved. To resolve a question, the person w ho asked the question chooses a
reply as the best answ er.

A question that community members have replied to. For example, this icon represents a question w ith four
replies. If a question has no replies, a “0” appears in this icon.

A reply to a question.

A reply that has been marked as the best answ er to a question.

Setting Up Answ ers

Available in: Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To custom ize answers settings: “Customize Application”

To set up answ ers:

1. Enable answ ers and set the default community.
2. Create a category group for answ ers and add data categor ies to the category group.

Note: Even though you can create up to five hierarchy levels of categor ies in a category group, only the first level of categories is
supported in your answ ers community. Child categories below the first level are not displayed in the community, and community
members can't assign these child categories to questions.

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3. Assign the data categor ies to your answ ers community.

4. Rev iew the category group visibility settings to decide how you w ant to restrict access to categories and categorized questions
in the answ ers community.
5. If your organization has as role hierarchy set up:
a. Customize each role's category group visibility.
b. Assign roles to the users that you w ant to participate in the answ ers community.
c. (Optional) Designate default category group v isibility for users w ithout roles, such as high-volume portal users.
6. (Optional) To allow community members w ho w ork w ith cases to escalate an unansw ered or problematic question to a new
case:
a. On the Your Name | Setup | Custom ize | Cases | Page Layouts page, edit the case page layouts to include
the Question field.
b. On the Your Name | Setup | Custom ize | Cases | Fields page, ensure that field-level security for the Question field
makes the field visible in the necessary profiles.

Only community members w ho have per mission to create cases w ill see an Escalate to Case option on questions.

7. (Optional) If your organization uses Salesforce Know ledge, users can convert particularly helpful replies into articles in the
know ledge base. Click Your Name | Setup | Custom ize |Know ledge | Settings and ensure that Allow users to create an
article from a reply is checked.
8. (Optional) Create validation rules for questions and replies to prevent offensive language from being posted to the answ ers
community.

To create validation rules, click Your Name | Setup | Custom ize | Answers | Question Validation Rules and Your
Name | Setup | Custom ize | Answ ers | Reply Validation Rules. Refer to Community Validation Rules for sample rules.

9. (Optional) Create w orkflow rules for questions. For example, you may w ant to create a w orkflow rule that sends the community
administrator an email w henever a question has ten or more replies but no best answ er. Questions do not support approval
processes or w orkflow tasks.
10. (Optional) Create reports for your answ ers community.
11. (Optional) Enable answ ers in your Customer Portal or enable answ ers in your partner portal.

Ideas Overview

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To view the Ideas tab: “Read” on ideas
To view and vote for ideas: “Read” on ideas
To create ideas and add comm ents to ideas: “Create” on ideas
To edit ideas and edit comm ents on ideas: “Edit” on ideas

Salesforce CRM Ideas is a community of users w ho post, vote for, and comment on ideas. Consider it an online suggestion box that
includes discussions and popular ity rankings for any subject.

Tip: Salesforce.com offers its ow n Salesforce CRM Ideas community for Salesforce users to submit product feedback and suggest new
features. To visit, go tohttp://ideas.salesforce.com.

Ideas Term inology

The follow ing ter minology is used for Salesforce CRM Ideas:

Category, Ideas
Categor ies are administrator-defined values that help organize ideas into logical sub-groups w ithin a community. The View Category
drop-dow n list on the Ideas tab allow s users to filter ideas by category, and the Categories pic klist on the Post Ideas page lets us ers
add categories to their ideas. For example, if your ideas community has the focus “Improvements to our clothing line,” then you might

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set up categories such as “Shirts,” “Jackets,” and “Slacks.” Each organization has one common set of categories that can be added or
removed from each community. An administrator defines separate categories for their ideas and answ ers communities.

Comment
Comments are plain text responses to posted ideas that enable discussions about the ideas. On the Ideas tab, the Comments subtab
lists the comments that have most recently been submitted. On the detail page of an idea, comments are sorted in chronological order
from oldest to new est.

Comm unity
Communities help organize ideas and questions into logical groups w ith each community having its ow n focus and unique ideas and
questions. Professional Edition organizations can have only one internal ideas community. All other editions can have up to 50
communities shared betw een ideas and answ ers.

Comm unity Application

The Community application includes the ideas and answ ers features. The Community app is available in the Force.com app menu.

Comm unity Expert

A community expert is a member of the community w ho speaks credibly and authoritatively on behalf of your organization. When a

community expert posts a comment or idea, a unique icon ( ) displays next to his or her name so other community members can
easily identify credible information w ithin the community. The Salesforce administrator can designate as many community experts as
necessary.

Dem ote
If you dis like an idea, you can clic k dem ote to subtract 10 points from its overall score and decrease the idea's overall popular ity
ranking. You cannot demote the same idea more than once, and after you demote an idea you cannot promote it. An idea can have
negative overall points if more users demote the idea than promote it.

Half-life
The half-life setting deter mines how quickly old ideas drop in ranking on the Popular Ideas subtab, to make room for ideas w ith more
recent votes. A shorter half-life moves older ideas dow n the page faster than a longer half-life. This setting affects all communities in
your organization.

Idea
Ideas are suggestions posted by the members of an ideas community. For example, if the focus of a particular community is “ Ideas for
car features,” an appropriate idea for that community might have the title “ Insulated cup holders that keep your beverage hot or cold.”
Or, if the focus of a particular community is “Ideas for our company's employee benefits,” an appropriate idea for that community might
have the title “On-site day care.”

Point
A point is a unit of measurement that represents the popularity of an idea. Each vote for an idea is w orth ten points (promote adds 10
points and demote removes 10 points). An idea's total number of points displays to the left of the idea.

Popular Ideas
On the Popular Ideas subtab, ideas are sorted by an internal calculation that reflects the age of an idea's positive votes. Regardless of
an idea's static total number of points, ideas w ith new er positive votes display higher on the page than ideas w ith older positive votes.
This allow s you to brow se ideas that have most recently gained popularity, w ith less precedence given to long-established ideas that
were positively voted on in the past. For more information, see the ter ms Point and Half-life.

Portal
If your organization has a Customer Portal or partner portal, you can add the Ideas tab to either or both portals so that portal users can
participate in their ow n Salesforce CRM Ideascommunities. The Community list at the top of the Ideas tab lists all the available
communities, and each community contains its ow n unique group of ideas.
For more information about the Customer Portal, see Setting Up Your Customer Portal. For more information about the partner portal,
see Partner Portal Overview .

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Prom ote
If you agree w ith or like an idea, click prom ote to add 10 points to the idea. You cannot promote the same idea more than once and
you cannot promote an idea that you have already demoted. Salesforce automatically adds your promote vote to any idea you post.

Recent Activity
Your Recent Activity page contains a summary of all the recent activity that relates to your participation w ithin a community. For
example, this page lists all the ideas and comments you have posted to a community as w ell as the ideas you have voted on. You can
view your Recent Activity page by clicking your community nickname located on the right side of the Ideas tab.

Status
An idea's status helps community members track the progress of the idea. For example, “ Under Review ”, “Review ed”, “Coming Soon”,
and “ Now Available” are common status values an administrator can define and assign to ideas. An idea's status appears next t o the
idea's title for all community members to see.

Top All Tim e Ideas

On the Top All- Time subtab, ideas are sorted from most number of points to few est. This allow s you to see the most popular ideas in
the history of your Salesforce CRM Ideascommunity.

Vote, Idea
In an ideas community, a vote means you have either promoted or demoted an idea. After you vote on an idea, your community
nickname displays at the bottom of the idea's detail page to track that your vote w as made. You can use your Recent Activity page to
see a list of all the ideas you have voted on.

Custom izing Salesforce CRM Ideas Settings

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To custom ize Salesforce CRM Ideas settings: “Customize Application”

To manage organization-w ide settings for Salesforce CRM Ideas:

1. Click Your Name | Setup | Custom ize | Ideas | Settings.
2. Click Edit.
3. Use the Enable Ideas checkbox to enable or disable Salesforce CRM Ideas for your organization.

Enabling Salesforce CRM Ideas displays the Ideas tab in the Community application and show s active communities on the Ideas tab.
Disabling Salesforce CRM Ideas removes the Ideas tab from the Community app. Users w ill no longer be able to access active
communities, but these communities w ill reappear on the Ideas tab the next time you enable Salesforce CRM Ideas.

4. Optionally, select Enable Text-For matting, Images and Links to enable the Salesforce CRM Ideas HTML editor, w hich gives
users WYSIWYG HTML editing and image referencing capabilities w hen they post or comment on ideas. For more
information, see Tips for Using the HTML Editor.

Warning: Once you enable the Salesforce CRM Ideas HTML editor, you cannot disable it. If you do not see the Enable Text-
For matting, Images and Links checkbox, theSalesforce CRM Ideas HTML editor is enabled for your organization by default.

5. If your organization does not already have the multi-select Categories field enabled, click the Enable button located below the
Categor ies message at the top of the page. This button is not displayed if your organization already has the Categories field
enabled. For more information, refer to Enabling the Categories Field.

If the Categor ies field is already enabled, the Enable Categories checkbox is selected. Once the field is enabled, you cannot disable it.

6. In the Half-Life (in Days) field, enter a number of days.

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The half-life setting deter mines how quickly old ideas drop in ranking on the Popular Ideas subtab, to make room for ideas w ith more
recent votes. A shorter half-life moves older ideas dow n the page faster than a longer half-life.

Note: This field does not appear if Ideas is disabled. To modify the Half-Life (in Days) field, save your changes after enabling ideas,
and then click Edit on the Ideas Settings page.

7. Click Save.

WHAT IS TRUE ABOUT THE WORKFLOW FEA TURE IN SALESFORCE?

Choose 2 answ ers.

A. WORKFLOW TASKS A RE TRACKED IN THE ACTIV ITY HISTORY OF THE RECORD THEY WERE TRIGGERED FROM.
B. WORKFLOW ALERTS A RE NOT TRA CKED IN THE A CTIV ITY HISTORY.
C. WORKFLOW TASKS A RE NOT TRA CKED IN THE A CTIVITY HISTORY OF THE RECORD THEY WERE TRIGGERED FROM.
D. WORKFLOW ALERTS A RE TRA CKED IN THE A CTIVITY HISTORY.
…
…
A. WORKFLOW TASKS A RE TRACKED IN THE ACTIV ITY HISTORY OF THE RECORD THEY WERE TRIGGERED FROM.
B. WORKFLOW ALERTS A RE NOT TRA CKED IN THE A CTIV ITY HISTORY.

Derived the following rules of thumb from the experiment below.

• Tasks a ssigned to Roles with more than 1 User get assigned to the Record Owner for which the Task was triggered
• Tasks are tracked in the Open Activities and Activity History related list s for Accounts
• Email Alerts sent to Roles with more than 1 User are sent to all Users assigned to that Role
• Email Alerts are not tracked in any related lists for Account s

EXPERIM ENT

Given:
• US Sales Rep Role consi sting of Phil Smith ([email protected]) and Matt Wilson ([email protected])
• Cable, Inc. owned by Phil Smith
• Canson owned by M att Wilson
• Workflow Rule to assign Task to Role if Account -> Billing City changed to Delran
• Workflow Rule to send Alert to Role if Account -> Billing City changed to Delran

The following occurs:

• Upon changing Cable, Inc. -> Billing City to Delran
o Task assigned to Phil Smith, which shows up in the Open Activities and, once complete, Activity History
o Email alert sent to Phil Smith AND Matt Wilson, which does not sho w up in any related list for the Account
• Upon changing Canson -> Billing City to Delran
o Task assigned to Matt Wilson, which sho ws up the Open Activities and, once completed, Activity History
o Email alert sent to M att Wilson AND Phil Smith, which does not sho w up in any related list for the Account

UNIV ERSAL CONTAINERS NEEDS TO TRA CK THE MA NUFA CTURER AND MODEL FOR SPECIFIC CAR COMPA NIES. HOW
CA N THE SYSTEM A DMINISTRATOR ENSURE THA T THE MA NUFA CTURER SELECTED INFLUENCES THE VALUES AVAILABLE
FOR THE MODEL?

A. CREA TE THE MA NUFA CTURER FIELD AS A DEPENDENT PICKLIST A ND THE MODEL AS A CONTROLLING PICKLIST.
B. CREA TE A LOOKUP FIELD FROM THE MA NUFA CTURER OBJECT TO THE MODEL OBJECT.
C. CREA TE THE MA NUFACTURER FIELD AS A CONTROLLING PICKLIST AND THE MODEL AS A DEPENDENT PICKLIST.
D. CREA TE A MULTI- SELECT PICKLIST FIELD THA T INCLUDES BOTH MA NUFA CTURERS A ND MODELS.
…
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C. CREA TE THE MA NUFACTURER FIELD AS A CONTROLLING PICKLIST AND THE MODEL AS A DEPENDENT PICKLIST.

A SALES REP NEEDS TO CREA TE A SCHEDULE FOR HIS OPPORTUNITY PRODUCTS. WHAT TY PES CA N HE CREA TE?

Choose 2 answ ers.

A. FORECAST
B. QUOTA
C. REV ENUE
D. PRODUCTS
E. QUANTITY
F. QUALITY
…
…
C. REV ENUE
E. QUANTITY

Setting Up Product Schedules

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To set up product schedules: “Customize Application”

AND
“Read,” “ Create,” “ Edit,” and “ Delete” on products
AND
“Read,” “ Create,” “ Edit,” and “ Delete” on price books

Create default revenue and quantity schedules for products. In addition, administrators can enable schedule settings that allow users to
create schedules for individual products on opportunities.

Quantity Schedule
Outlines the dates, number of units (i.e., quantity), and number of installments for billing or shipping a product. Your organization can
decide exactly how to use quantity schedules.

Revenue Schedule
Outlines the dates, revenue amounts, and number of installments for billing or recogniz ing revenue from a product. Your organiz ation
can decide exactly how to use revenue schedules.

Default Schedule
A schedule associated w ith a product in a pr ice book. Administrators can establish a default quantity schedule, a default revenue
schedule, or both. Every time the product is added to an opportunity, the default schedules are used. On any particular opportunity,
users can override the default schedules.

AN OPPORTUNITY RECORD, CREA TED WITH A CLOSE DATE OF JULY 30, MEETS THE CRITERIA OF A TIME- DEPENDENT
WORKFLOW RULE. THE TIME- DEPENDENT ACTION IS SCHEDULED FOR JULY 23. WHAT HA PPENS IF THE OPPORTUNITY IS
EDITED BEFORE JULY 23 A ND NO LONGER MEETS THE CRITERIA?

A. THE TIME- DEPENDENT ACTION IS PUT ON HOLD.

B. THE TIME- DEPENDENT ACTION WILL EXECUTE ON JULY 23.
C. THE TIME- DEPENDENT A CTION WILL EXECUTE ON JULY 30.
D. THE TIME- DEPENDENT A CTION IS AUTOMA TICALLY REMOV ED FROM THE QUEUE.
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D. THE TIME- DEPENDENT A CTION IS AUTOMA TICALLY REMOV ED FROM THE QUEUE.

Time-Dependent Action and Time Trigger Considerations

Available in: Enterprise, Unlim ited, Developer, and Database.com Editions

Leads are not available in Database.com

User Perm issions Needed

To define, edit, or delete tim e-dependent actions and time triggers: “Customize Application”

When creating time-dependent actions and time triggers for w orkflow rules, consider the follow ing:

Defining Time Triggers

● When defining a time trigger, use standard and custom date and date/time fields defined for the object. Spec ify time using
days and hours.
● You can add actions to existing time tr iggers.

Time Trigger Processing

● Time-dependent actions aren't executed independently. They're processed several times every hour, w here they're grouped
together and executed as a s ingle batch. Therefore, any triggers that fire as a result of those grouped actions are also
executed in a single batch. This behavior can cause you to exceed your Apexgovernor limits if you design your time-based
workflow in conjunction w ith Apex triggers.
● Salesforce evaluates time-based w orkflow on the organization's time zone, not the users'. Users in different time zones may
see differences in behavior.
● Salesforce does not necessarily execute time triggers in the order they appear on the w orkflow rule detail page. Wor kflow
rules list time triggers that use the Before field first, follow ed by time triggers that use the After field.
● Salesforce does not display time-dependent action controls on the w orkflow rule edit page if you set the w orkflow rule
evaluation criteria to Every time a record is created or updated.
● If you change a date field that is referenced by an unfired time trigger in a w orkflow rule that has been evaluated, Salesforce
recalculates the unfired time triggers associated w ith the rule. For example, if a w orkflow rule is scheduled to alert the
opportunity ow ner seven days before the opportunity close date and the close date is set to 2/20/2011, Salesforce sends the
alert on 2/13/2011. If the close date is updated to 2/10/2011 and the time tr igger has not fired, Salesforce reschedules the
alert for 2/3/2011. If Salesforce recalculates the time tr iggers to a date in the past, Salesforce triggers the associated actions
shortly after you save the record.
● If a w orkflow rule has a time trigger set for a time in the past, Salesforce queues the associated time-dependent actions to
execute sometime w ithin the hour, depending on system usage. For example, if a w orkflow rule on opportunities is configured
to send an email alert seven days before the close date and you create an opportunity record w ith the close date set to today,
Salesforce sends the email alert w ithin four hours after you create the opportunity.
● Time-dependent actions remain in the w orkflow queue only as long as the w orkflow rule criteria are still valid. If a record no
longer matches the rule criteria, Salesforce removes the time-dependent actions queued for that record. For example, an
opportunity w orkflow rule may specify:
○ A criteria set to “ Opportunity: Status not equals to Closed Won, Closed Lost.”
○ An associated time-dependent action w ith a time tr igger set to seven days before the opportunity close date.
● If a record that matches the criter ia is created on July 1st and the Close Date is set to July 30th, the time-dependent action is
scheduled for July 23rd. How ever, if the opportunity is set to “ Closed Won” or “Closed Lost” before July 23rd, the time-
dependent action is automatically removed from the queue.
● Salesforce ignores time triggers that reference null fields.
● Time-dependent actions can automatically be queued again if the record is updated and the evaluation criteria is When a
record is created, or w hen a record is edited and did not previously meet the entry criteria. Using the previous example, if the
opportunity status is changed from Closed Lost to Pr ospecting and the w orkflow rule evaluation criteria is When a record is
created, or w hen a record is edited and did not prev iously meet the entry criteria, Salesforce reevaluates the time triggers and
adds the appropr iate actions to the w orkflow queue.
● Deleting a record that has pending actions removes the pending actions from the w orkflow queue. You cannot restore the
actions, even if you undelete the record.
● If the evaluation criteria is Only w hen a record is created, the w orkflow rule evaluates its time triggers only once. If the record
that fired the rule changes to no longer meet the evaluation criter ia, Salesforce removes the pending actions from the queue
and never reapplies the rule to the record.

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● You can deactivate a w orkflow rule at any time. If the rule has pending actions in the w orkflow queue, editing the record that
triggered the rule removes the pending actions from the queue. If you don't edit the record, the pending actions are processed
even though the rule has been deactivated.
● Time-based w orkflow rules are not reevaluated if an Apex post trigger w hich is executed as a result of a w orkflow rule or
approval process updates a field so its value no longer meets the time-based w orkflow rule criteria.
● Configuring the Due Date to “Rule Tr igger Date” sets time triggers and w orkflow task due dates relative to w hen the w orkflow
rule evaluation criteria are met. For example, if the task due date is “ Rule Trigger Date plus 10 days” and the evaluation
criteria are met on January 1st, Salesforce sets the task due date to January 11th.
● You can add a new active w orkflow rule w ith time tr iggers in a changeset and deploy it. For an existing w orkflow rule in a
changeset, you can only change time triggers on a w orkflow rule in a changeset if it's inactive. The rule must be activated in
the destination organization manually or through another changeset that only activates w orkflow rules. For example, if you
have an inactive w orkflow rule in your destination organization and your changeset contains an active w orkflow rule w ith the
same name and new or different time triggers, the deploy ment w ill fail because it w ill activate the w orkflow rule first, then try to
add or remove time triggers.

Using Tim e-Dependent Workflow w ith Leads

● You can't convert a lead that has pending actions.
● If Validation and Triggers from Lead Convert is enabled, existing time-based w orkflow actions on leads aren't tr iggered dur ing
lead conversion.
● If a campaign member based on a lead is converted pr ior to the completion of time-based w orkflow actions associated w ith it,
Salesforce still performs the time-based w orkflow actions.

Lim itations
● Time triggers do not support minutes or seconds.
● Time triggers cannot reference the follow ing:
○ DA TE or DA TETIME fields containing automatically der ived functions, such as TODAY or NOW
○ For mula fields that inc lude related object merge fields
● Salesforce limits the number of time triggers an organization can execute per hour as follow s:
○ Enterprise Edition = 500
○ Developer Edition = 50
○ Unlimited Edition = 1,000
● If an organization exceeds these limits, Salesforce defers the execution of the additional time triggers to the next hour. For
example, if an Unlimited Edition organization has 1,200 time triggers scheduled to execute betw een 4:00 PM and 5:00 PM,
Salesforce processes 1,000 time tr iggers betw een 4:00 PM and 5:00 PM and the remaining 200 time triggers betw een 5:00
PM and 6:00 PM.
● You can't archive a product or pr ice book that has pending actions.
● You can't add or remove time triggers if:
○ The w orkflow rule is active.
○ The w orkflow rule is deactivated but has pending actions in the queue.
○ The w orkflow rule trigger type is set to Every time a record is created or edited.
○ The w orkflow rule is included in a pac kage.

WHICH OF THE FOLLOWING A CTIONS A RE AVAILABLE WHEN CREA TING OR USING WORKFLOW?

Choose 3 answ ers.

A. CREA TE A NEW TASK.
B. SEND A N EMA IL ALERT.
C. CREA TE A NEW CALENDA R EV ENT.
D. CREA TE A NEW RECORD.
E. UPDA TE A FIELD VALUE.
…
…
A. CREA TE A NEW TASK.
B. SEND A N EMA IL ALERT.
E. UPDA TE A FIELD VALUE.

Acronym = TEFO, which also provides an indication of the order of execution for actions

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• Task
• Email Alert
• Field Update
• Outbound Message

AN ADMINISTRA TOR CHA NGED THE ORGANIZA TION’S DEFA ULT LA NGUAGE FROM ENGLISH TO SPA NISH. WHAT MUST
END USERS DO TO SEE THIS CHA NGE?

A. LOGOUT, THEN LOG IN AGAIN.

B. NOTHING—THEY’LL SEE THE A PPLICA TION IN SPA NISH IMMEDIA TELY.
C. CHA NGE THEIR LANGUA GE PERSONAL PREFERENCE TO SPA NISH.
D. REFRESH THEIR BROWSER.
…
…
C. CHA NGE THEIR LANGUA GE PERSONAL PREFERENCE TO SPA NISH.

Users inherit Time Zone, Locale, Language, Currency Locale, and probably more, from Company when they are created, but
sub sequent changes these attributes in the Company Profile are not propagated to User s. In other words, this is not true
Object Oriented inheritance. This is more like initialization of child attributes u sing the values from parent attributes at the
time of child-object creation.

SELECT THE ORDER IN WHICH THE WORKFLOW A CTIONS FIRE IN SALESFORCE.

A. FIELD UPDA TES, OUTBOUND MESSAGES, EMA IL ALERTS, TASKS

B. FIELD UPDA TES, TASKS, EMA IL ALERTS, OUTBOUND MESSAGES
C. A PEX BEFORE TRIGGERS, A PEX AFTER TRIGGERS, WORKFLOW RULES
D. EMA IL ALERTS, OUTBOUND MESSAGES, FIELD UPDA TES, TASKS
…
…
C. A PEX BEFORE TRIGGERS, A PEX AFTER TRIGGERS, WORKFLOW RULES

Given the help text below, we can update the VAsAuWE acronym as follows:

VAsAuWE
• Validation Rules
• APEX Before Triggers (runs mo st System Validation Rules again)
• APEX After Triggers
• Assignment Rules
• Auto-Respon se Rules
• Workflow Rules (with immediate actions)
o You CANNOT control the order of Tasks, Email Alerts, Field Updates and Outbound Messages
o Field updates my trigger the APEX Before / After Triggers again / System (not Cu stom) Validation Rules
• Escalation Rules

Triggers and Order of Execution

When you save a record w ith an insert, update, or upsert statement, Salesforce performs the follow ing events in order.

Note: Before Salesforce executes these events on the server, the brow ser runs JavaScript validation if the record contains any
dependent picklist fields. The validation limits each dependent picklist field to its available values. No other validation occurs on the
client s ide.

On the server, Salesforce:

1. Loads the original record from the database or initializes the record for an upsert statement.

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2. Loads the new record field values from the request and overwrites the old values.

Note:
• If the request came from a standard UI edit page, Salesforce runs system validation to check the record for:
o Compliance w ith layout-specific rules
o Required values at the layout level and field-definition level
 Valid field formats
 Maximum field length
• Salesforce doesn't perform system validation in this step w hen the request comes from other sources, such as
an Apex application or a Web services API call.

3. Executes all before triggers.

4. Runs most system validation steps again, such as verifying that all required fields have a non-null value, and runs any user-
defined validation rules. The only system validation that Salesforce doesn't run a second time (when the request comes
from a standard UI edit page) is the enforcement of layout-specific rules.
5. Saves the record to the database, but doesn't commit yet.
6. Executes all after triggers.
7. Executes assignment rules.
8. Executes auto-response rules.
9. Executes w orkflow rules.
10. If there are w orkflow field updates, updates the record again.
11. If the record w as updated w ith w orkflow field updates, fires before and after triggers one more time (and only one more time) in
addition to standard validations. Cu stom validation rules are not run again.

Note: The before and after triggers fire one more time only if something needs to be updated. If the fields have already been set to a
value, the triggers are not fired again.

12. Executes escalation rules.

13. If the record contains a roll-up summary field or is part of a cross-object w orkflow , performs calculations and updates the roll-
up summary field in the parent record. Parent record goes through save procedure.
14. If the parent record is updated, and a grandparent record contains a roll-up summary field or is part of a cross-object w orkflow ,
performs calculations and updates the roll-up summary field in the parent record. Grandparent record goes through save
procedure.
15. Executes Criteria Based Sharing evaluation.
16. Commits all DML operations to the database.
17. Executes post-commit logic, such as sending email.

Note: During a recursive save, Salesforce skips steps 7 through 14.

Additional Considerations

Please note the follow ing w hen w orking w ith triggers:

• When Enable Validation and Triggers from Lead Convert is selected, if the lead conversion creates an opportunity and the
opportunity has Apex before triggers associated w ith it, the tr iggers run immediately after the opportunity is created, before the
opportunity contact role is created. For more information, see “ Customizing Lead Settings” in the Salesforce online help.
• If you are using before triggers to set Stage and Forecast Category for an opportunity record, the behavior is as follow s:
o If you set Stage and Forecast Category, the opportunity record contains those exact values.
o If you set Stage but not Forecast Category, the Forecast Category value on the opportunity record defaults to the one
associated w ith trigger Stage.
o If you reset Stage to a value specified in an A PI call or incoming from the user interface, the Forecast Category value
should also come from the A PI call or user interface. If no value for Forecast Category is specified and the incoming
Stage is different than the tr igger Stage, the Forecast Category defaults to the one associated w ith trigger Stage. If
the trigger Stage and incoming Stage are the same, the Forecast Category is not defaulted.
• If you are cloning an opportunity w ith products, the follow ing events occur in order:
o The parent opportunity is saved according to the list of events show n above.

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o The opportunity products are saved according to the list of events show n above.

Note:
• If errors occur on an opportunity product, you must return to the opportunity and fix the errors before cloning.
• If any opportunity products contain unique custom fields, you must null them out before cloning the opportunity.

UNLIKE BUSINESS ACCOUNTS, PERSON ACCOUNTS DO NOT HAV E:

A. WORKFLOW CA PA BILITIES
B. STA NDA RD FIELDS
C. CONTA CT RELATED LIST
…
…
C. CONTA CT RELATED LIST

What is a Person Account?

Business accounts available in: All Editions except Database.com

Person accounts available in: Enterprise, Unlim ited, and Developer Editions

Note: Person accounts are not enabled by default in Salesforce. To quickly verify w hether your organization uses person accounts, see
if you have an option to select Person Account as the record type w hen you create a new account. To request person accounts, check
w ith your administrator or contact salesforce.com.

A person account is an individual consumer w ith w hom 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 bus iness-to-business model, there is a natural differentiation betw een the other businesses w ith w hom you w ork and the people
associated w ith those businesses. In Salesforce, that trans lates 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 betw een accounts and contacts does not ex ist. 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 w ith
campaigns just like contacts, but business accounts cannot. For details on the contact-specific functionality that applies to person
accounts, see Person Account Behaviors.

The ability for person accounts to act like contacts is made possible by applying an account record type w hich 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 and Changing the Record Type Field.

Note: In the online help and other Salesforce documentation, the w ord “account” by itself alw ays refers to both business accounts
and person accounts. The ter ms “business account” and “person account” are used w hen there are differences betw een the tw o kinds
of accounts.

Person Account Behaviors

Business accounts available in: All Editions except Database.com

Person accounts available in: Enterprise, Unlim ited, and Developer Editions

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

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Person accounts are accounts that can also be used as contacts in many situations. The follow ing table summarizes the key areas in
which person accounts differ from business accounts or have unique considerations:

Salesforce Functionality Person Account Behavior

Account Merge Person accounts can only be merged w ith other person accounts.
See Merging Duplicate Accounts.

Account Quic k Create On the accounts home page, the fields in the Quick Create area
are based on w hether the default account record type set on your
profile is a person accountrecord type or a business
account record type. SeeSpecifying Record Types and Page
Layout Assignments in the Enhanced Profile User
Interface or Assigning Record Types to Profiles in the Original
Pr ofile User Interface.

Accounts Person accounts are accounts that support contact fields and
capabilities.

Activities Person accounts can be associated w ith activities us ing either

the Name or Related To fields.
As w ith contacts, person accounts can be invited to
events and requested meetings.
For users to request a meeting w ith a person account,
the Email field must be added to the Person Accountspage layout.

Campaigns As w ith contacts, person accounts can be added to

campaigns and have a Campaign History related list.

Cases On cases, person accounts can be entered in theAccount

Name field, the Contact Name field, or both.

Chatter Feed Tracking When you follow person accounts, you follow the account fields,
but not the contact fields.

Contact Roles As w ith contacts, you can add person accounts to the Contact
Roles related list on cases, contracts, and opportunities.

Contacts In most situations, you can use person accounts as if they w ere
contacts. You can include them in all contact list view s except on
the contacts home page.

Unlike business accounts, person accounts do not have a

Contacts related list. How ever, you can use the Partners related
list to track relationships betw een different person accounts.

Custom Objects Custom objects w ith relationships to either accounts or contacts

can be added as related lists on person accounts.

Customer Portal As w ith contacts, person accounts can be enabled as users for
your Customer Portals. Note that Customer Portals are only
available for Enterprise and Unlimited Editions.

Des ktop Integration Person accounts are currently supported in Connect

Offline, Salesforce for Outlook, and Connect for Outlookversion
3.2 and later; see Can I sync person accountsusing Salesforce for
Outlook? and Working w ith Person Accounts in Connect for
Outlook. They are not currently supported in Connect for Lotus
Notes.

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Salesforce Functionality Person Account Behavior

Email As w ith contacts, you can send individual emails andmass

emails to person accounts.

Field History Account fields for person accounts can be tracked using the
account field history settings, but contact fields forperson
accounts are configured on the contact field history settings page.
See Tracking Field History.

Fields A predeter mined 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.

Note that some business account fields are not supported

for person accounts, such as Parent Accountand View Hierarchy.
Also, the Reports To field on contacts is not supported for person
accounts.

You can rename person account field labels so alternate ter ms

display in Salesforce.

Icons
Person accounts have a person icon ( ), w hile business

accounts have a folder icon ( ). The person account icon can

be added to search results, list view s, and lookup dialogs using the
criteria “ Is Person Account equals True.”

Import Wizards Person accounts have unique import w izards at Your

Name | Setup | Im port | Im port My Person Accountsand Your
Name | Setup | Data Management | Im portPerson Accounts.
See What Is Imported for Person Accounts?.

Leads Leads w ith a blank Company field are converted toperson

accounts. The default person account record type for your profile
is applied to the new person account. Note that you can only
create leads w ith a blank Company field using the Force.com A PI.
Leads w ith a value in the Company field are converted tobusiness
accounts. The default business account record type for your profile
is applied to the new business account. See Converting Leads,
and Specifying Record Types and Page Layout Assignments in
the Enhanced Profile User Interface or Assigning Record Types to
Pr ofiles in the Original Pr ofile User Interface.

List View s Person accounts appear in both account and contact list view s.
Add the Is Person Account icon to list view s to visually
differentiate person accounts from other records, and to include or
exclude person accounts in a list.

Mobile Configurations 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

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Salesforce Functionality Person Account Behavior

but not contacts, users assigned to that configuration w ill see a

Contacts tab in the mobile client application, and the tab w ill
contain person accounts.

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 Toand Parent Account fields. You cannot add
a contact formula field that references the account object toperson
accounts page layouts.

Partners 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 ter m that
reflects how yourperson accounts are connected.

Record Types Administrators can configure multiple record types forperson

accounts. A person account can only be changed to
another person account record type.

Renamed Tabs and Standard Fields 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 contactfield
label.
See Renaming Tab and Field Labels.

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.

Self-Service Portal As w ith contacts, person accounts can be enabled as users for
your Self-Service portal.

Sharing Settings Contact sharing is not available if you have enabledperson

accounts. The organization-w ide default for contacts is set
to Controlled by Parent and is not editable.
If your organization has customized your contact sharing settings
and you w ant to enable person accounts, change your
organization-w ide default for contacts toControlled by Parent,
which removes all your contact sharing rules and manually shared
contacts.

Stay-in- Touch Requests As w ith contacts, you can send individual and massStay-in- Touch
requests to person accounts.

Storage Person accounts count against both account and contact storage
because the A PI considers each person accountto consist of one
account as w ell as one contact.

Workflow Rules Creating or editing a person account triggers account w orkflow

rules. See Managing Wor kflow and Approvals.

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WHICH PROFILE IS A STA NDA RD PROFILE? SELECT ALL THA T A PPLY.

Choose 2 answ ers.

A. SALES USER
B. MA RKETING USER
C. INV OICE MA NAGER
D. CONTRA CT MA NAGER
…
…
B. MA RKETING USER
D. CONTRA CT MA NAGER

See Standard Profiles below, and keep in mind that ‘Sales User’ is really more like ‘Standard User’ given SFDC’s history.

Standard Profiles

The standard profiles available vary according to the Edition you have.

There are standard profiles in every Salesforce organization. In Enterprise, Unlimited, and Developer Edition, you can use standard
profiles or create, edit, and delete custom profiles. In organizations w here you can't create custom profiles (such as Contact
Manager, Group, and Pr ofessional Edition), you can assign standard profiles to your users, but you can't view or edit them.

Profile Nam e Available Perm issions

System Administrator Can configure and customize the application. Has access to all functionality that does not require an additional
license. For example, administrators cannot manage campaigns unless they also have a Mar keting User
license. Can manage price books and products. Can edit any quota, override forecasts, and view any forecast.

Standard Platfor m Can use custom Force.com AppExchange apps developed in your organization or installed from AppExchange.
User In addition, can use core platform functionality such as accounts, contacts, reports, dashboards, and custom
tabs. For more infor mation on Salesforce Platfor m user licenses, see View ing User License Types.

Standard Platfor m Can use one custom AppExchange app developed in your organization or installed from AppExchange. The
One App User custom app is limited to five tabs. In addition, can use core platform functionality such as accounts, contacts,
reports, dashboards, and custom tabs.

Standard User Can create and edit most major types of records, run reports, and view the organization's setup. Can view , but
not manage, campaigns. Can create, but not review , solutions. Can edit personal quota and override forecasts.

Partner User Can only log in via a partner portal.

High Volume Can only log in via a Customer Portal. For more infor mation, see About High-Volume Portal Users (Service
Customer Portal User Cloud Portal Users)
and
Authenticated
Website User
Both user
licenses are high-
volume portal users

Customer Portal User Can only log in via a Customer Portal. Can view and edit data they directly ow n or data ow ned by or shared
w ith users below them in the Customer Portal role hierarchy; and they can v iew and edit cases w here they are
listed in the Contact Name field.

Customer Portal Can only log in via a Customer Portal. Can view and edit data they directly ow n or data ow ned by or shared
Manager w ith users below them in the Customer Portal role hierarchy; and they can v iew and edit cases w here they are

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Profile Nam e Available Perm issions

listed in the Contact Name field.

Solution Manager Can review and publish solutions. Also has access to the same functionality as the Standard User.

Marketing User Can manage campaigns, import leads, create letterheads, create HTML email templates, manage public
documents, and update campaign history via the import w izards. Also has access to the same functionality as
the Standard User.

Contract Manager Can create, edit, activate, and approve contracts. This profile can also delete contracts as long as they are not
activated. Can edit personal quota and override forecasts.

Read Only Can view the organization's setup, run and export reports, and view , but not edit, other records.

Chatter Only User Can only log in to Chatter. Can access all standard Chatter people, profiles, groups, and files. Additionally, they
can:
 View Salesforce accounts and contacts
 Use Salesforce CRM Content, Salesforce CRM Ideas, and Answ ers
 Modify up to ten custom objects

Note
You must expose the tabs for the standard Salesforce objects that the Chatter Only user profile can access, as
they are hidden by default for these users.

Pr ofessional Edition organizations must have Profiles enabled to perfor m these tasks. Contact your sales
representative for more infor mation.

Only available w ith the Chatter Only user license.

Chatter Free User Can only log in to Chatter. Can access all standard Chatter people, profiles, groups, and files.
Only available w ith the Chatter Free user license.

Chatter External User Can only log into Chatter and access groups they've been invited to and interact w ith members of those groups.
Only available w ith the Chatter External user license.

Chatter Moderator Can only log in to Chatter. Can access all standard Chatter people, profiles, groups, and files. Additionally, this
User user can:
 Activate and deactivate other Chatter Free users and moderators
 Grant and revoke moderator privileges
 Delete posts and comments that they can see
Note
Changing a user's profile from Chatter Moderator User to ChatterFree User removes moderator privileges
in Chatter.
If a user is assigned a custom Chatter profile that you created, they w ill lose the custom profile settings w hen
assigned to theChatter Moderator User profile.
Only available w ith the Chatter Free user license.

Siteforce Only User Can only log in to the Siteforce app. Each Siteforce Only user also needs aSiteforce Publisher feature license
to create and publish sites, or a SiteforceContributor feature license to edit the s ite's content. See Setting
Up SiteforceUsers.
Additionally, this user can:
 Use one custom app w ith up to 20 custom objects
 Access the Content app, but not the Accounts and Contacts objects
 Create unlimited custom tabs
Only available w ith the Siteforce Only user license.

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WHAT CA PABILITIES DOES A SYSTEM A DMINISTRATOR HAV E FOR TASKS?

Choose 2 answ ers.

A. RECORD TY PES CAN BE CREA TED FOR TASKS
B. TASKS CA N HAVE MULTI DAY EV ENTS AND ALL DAY EV ENTS
C. SHA RING RULES CA N BE USED TO RESTRICT A CCESS TO TASKS
D. FIELD V ISIBILITY CA N BE RESTRICTED USING FLS (FIELD LEV EL SECURITY)
…
…
A. RECORD TY PES CAN BE CREA TED FOR TASKS
D. FIELD V ISIBILITY CA N BE RESTRICTED USING FLS (FIELD LEV EL SECURITY)

Creating Tasks

Available in: All Editions except Database.com

User Perm issions Needed

To create tasks: “Edit Tas ks”

Track the tas ks you plan to perform or have performed, such as making phone calls or sending mail.
1. To create a tas k, do one of the follow ing.
 Click New from the My Tas ks section of the Home tab
 Click T ask from the Create New drop-dow n list in the sidebar
 Click New Task from the Open Activities related list of an associated record
You can also create tasks from other locations in Salesforce.
If you have an option to select a tas k record type, choose one from the drop-dow n list and click Continue.

Note: When you create a task w ith a non-default record type and it’s part of a recurring series, your recurring task w ill still default to the
default record type. Additionally, any picklist fields associated w ith the default record type w ill not display.

Enter the details of the task.

 Assigned To—Assigned ow ner of task. By default, the task is assigned to the creator. To assign the task to another
user, enter a user’s name, or select a user w ith 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 Tas ks.
 Subject—Subject or short description of the task, for example, “ Email quote to customer.” You can enter a subject, or
select from a pic klist of previously defined subjects.
 Due Date (optional)—Date w hen the task should be completed. You can enter a date, or choose a date from the
calendar that displays w hen you put your cursor in the field.
 Comments (optional)—Text note describing the task.
 Related To (optional)—Record that the task is associated w ith such as an account or opportunity. This field is not
available w hen you associate the task w ith a lead instead of a contact.
 Name (optional)—Contact or lead associated w ith the task. You can enter the name of the person or use the lookup
icon to select the name.
 If Spell Checker is enabled for your organization, clic k Check Spelling to spell-check the contents of
the Comments field. Note that the Check Spelling button must be enabled separately for events and tasks. Spell
Checker does not support all the languages thatSalesforce supports. For example, Thai, Russian, and double-byte
languages, such as Japanese, Korean, or Chinese, are not supported.
 Attach files as needed by clic king Add Attachm ent on the Attachments related list. If you don't 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 ow n unique set of
attachments. Sending a notification email also sends the attachment.
 Specify the status and priority of the tas k.
 Select the Send Notification Email checkbox to send a notification email to the task's assignee w hen you save the
task. To save the current state of the checkbox as your personal default, select Make this the default setting.

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 To create a recurring task: (a) Select the Cr eate Recurring Series of Tasks checkbox. The Due Date field is disabled
because recurring tasks do not all have the same due dates. (b) Select the frequency of recurrence. (c) Set the start
date and end date. Click Calculate m ax end date to automatically set the max imum end date allow ed based on the
frequency you selected.

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

Optionally, set a reminder on the task. If you're creating a recurring task, the reminder applies to each occurrence in the task series.

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

Creating Group Tasks

Available in: All Editions except Database.com

User Perm issions Needed

To create tasks: “Edit Tas ks”

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” w ith the appropr iate 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 inf or mation,
see Customizing Activity Settings.

To create a group tas k:

1. On the New Task page, click the lookup icon ( ) next to the Assigned To field.
2. In the lookup w indow , select the Multiple Users tab.
3. Users can be organized into various categor ies such as personal groups, public groups, roles, or territories. In
the Search drop-dow n list, select the appropriate option.
4. Optionally, enter one or more characters in the text box and click Find to perfor m a search.
5. In the Available Members list, click one or more items to select them. Pr ess CTRL+click to select multiple items indiv idually, or
SHIFT+click to select multiple adjacent items at the same time.
6. Click the Add and Rem ove buttons to move your selections betw een the lists.
7. When the appropr iate 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 tas k 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.

10. When you save the task, your selected users w ill 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 w ay to organize users into groups that are meaningful to you. For details, see Creating and
Editing Groups.

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TO TRACK REV ENUE GA IN OR LOSS BASED ON CURRENCY FLUCTUATIONS, YOU MUST IMPLEMENT WHAT FEA TURE?

A. MULTI- CURRENCY
B. SA NDBOX
C. TERRITORY MA NAGEMENT
D. A DVANCED CURRENCY MA NAGEMENT
…
…
D. A DVANCED CURRENCY MA NAGEMENT

Here is the rational for this answer:

Answer A (M ulti-Currency) only allows you to have more than one currency, but does not allow you to track changes in a
currency’s value over time, so would not allow you to capture currency fluctuations and the corresponding impact on values.

Answer B (Sandbox) i s something of a nonsen sical answer, given that a Sandbox is just another environment.

Answer C (Territory Management) has no relation to currency. Territory Management is a way to assigning Accounts, Users
and Opportunities to Territories, which is both an Account sharing mechanism and a way of sub-setting Forecasts.

Answer D (Advanced Currency Management) is the capability that allows one to manage dated currency exchange rates in
Salesforce, which is best described by the following SNIP from the About Advanced Currency Management online help page:
“Advanced currency management allows you to manage dated exchange rates within opportunities u sing Salesforce. Dated
exchange rates allow you to map a conversion rate to a specific date range. For example, the exchange rate on January 1 wa s
1 USD to 1.39 AUD, but on February 1, it changed to 1 USD to 1.42 AUD. Your opportunities that closed bet ween January 1
and February 1 use the first exchange rate (1 = 1.39), while opportunities that closed after February 1 used the second
exchange rate (1 = 1.42).”

Note on 20130422: Updated this answer to remove a defunct link and provide a more precise rational with a URL to the online
help, versu s a copy paste of what amounted to be a fairly redundant block of text.

GAUGE AND METRIC DASHBOA RD COMPONENT TY PES ARE BASED ON WHAT FROM A REPORT?

A. CHA RT
B. GRAND TOTAL
C. AV ERAGE
D. SUM
…
…
B. GRAND TOTAL

I believe that Answer B (Grand Total) is a better choice than Answer D (Sum), becau se if you group a report by a column, you
could have multiple rows with a Sum for each group, but you would still only have 1 Grand Total.

Dashboard Com ponent Types

The follow ing component types are available for displaying on dashboards:
Com ponent Type Im age Description

Chart Use a chart w hen you w ant to show data graphically. You can choose from a variety of chart
types.

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Com ponent Type Im age Description

Gauge Use a gauge w hen you have a single value that you w ant to show w ithin a range of custom
values. For example, to create a dashboard that measures w here your current closed opportunity
amounts fall w ithin a range of values, set the Minimum Value,Breakpoint #1 Value, Breakpoint #2
Value, and Maximum Value for the gauge. The ranges that you set can indicate poor, acceptable,
and good performance. Set appropr iate colors for each of these ranges to visually indicate
progress. To create a gauge w ith only tw o ranges, leave Breakpoint #2 Value blank.
Select Show Percentage or Show Total to display those values on the gauge. Values exceeding
the max imum are show n as greater than 100%.

Metric Use a metr ic w hen you have one key value to display. For example, if you have a report show ing
the total amount for all opportunities in the Closed, Commit, and Base Case stages in the current
month, you can name that value and use it as a revenue target for the month displayed on the
dashboard.

Table Use a table to show a set of report data in column form. For example, to see the top 20
opportunities by amount, set Maximum Values Displayed to 20, clic k Custom ize Table and
select opportunity name, amount, and other columns to display, choose the sort order, and set
conditional highlighting. Available columns include all chart groupings and report summary fields,
as w ell as the second-level grouping defined in the report.

VisualforcePage N/A Use a Visualforce page w hen you w ant to create a custom component or show information not
available in another component type. For example, a Visualforce page can display data from an
external system or show Salesforce data in a custom w ay.Visualforce pages must meet certain
requirements to be displayed in dashboards; otherw ise, they don't appear in
the Visualforce Pagedrop-dow n list. See Creating Visualforce Dashboard Componentsin
the Visualforce Developer's Guide.

Custom S- Control N/A Custom s-controls can contain any type of content that you can display or run in a brow ser, for
example, a Java applet, an ActiveX control, an Excel file, or a custom HTML Web form.

Im portant: S-controls have been superseded by Visualforce pages. After March 2010
organizations that have never created s-controls, as w ell as new organizations, w on't be allow ed
to create them. Ex isting s-controls w ill remain unaffected, and can still be edited.

LEADS CA N BE IMPORTED WITH WHA T KIND OF CURRENCY?

A. ACTIV E OR INACTIV E
B. ACTIV E ONLY
C. INA CTIV E ONLY
…
…
A. ACTIV E OR INACTIV E

Im porting Multiple Currencies

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

If your organization has set up the ability to use multiple currencies, you can import amounts in different currencies.
Im port My Accounts and Contacts

For personal imports, all amounts in new accounts and contacts are imported in your personal currency. When import updates amounts
in existing records, the amounts in your file are converted from your personal currency to the currency of the account or contact.

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For example, if your personal currency is U.S. dollars, and your import file has 100 as the annual revenue of an existing account
w ith Account Currency of euros, then the new Annual Revenue value of the account w ill be EUR 92, assuming a conversion rate of
0.92 and “ EUR” as the currency code for euros.

Organization Im port
When importing accounts, contacts, custom objects, leads, or solutions for your organization, you can specify the currency type for
amount fields using the Currency ISO Code column in your import file. The follow ing rules apply:
 Entering currency codes - Enter a currency code in the Currency ISO Code column in your import file. Currency codes are
three letter codes that follow an international standard. For example, USD is the currency code for U.S. dollars. Click Your
Name | Setup |Com pany Profile | Manage Currencies to see a list of valid codes for your organization.
 Using one currency for accounts and contacts - If you are importing accounts and contacts, the Currency ISO
Code column applies to both an account and its associated contact. You cannot specify different currencies for associated
accounts and contacts.
 Updating the currency code - When updating the currency code but not the currency amount for existing accounts and
contacts, the existing amount is not converted to the corresponding number in the new currency.
 Entering inactive currencies - If you enter an inactive currency in your import file, your personal currency w ill be used
instead. How ever, amounts w ill not be modified. For example, if your file has AUD 100 for 100 Australian dollars but AUD is an
inactive currency for your organization, then it is imported as USD 100, assuming your personal currency is U.S. dollars.
 Om itting the Currency ISO Code colum n - When creating new records via importing, if you do not use the Currency ISO
Code column or fail to map it, your personal currency is used. For example, if your file has 100 and your personal currency is
U.S. dollars (currency code = USD), this is imported as USD 100.

When updating existing records via importing, if you do not use the Currency ISO Codecolumn or fail to map it, any amounts are
interpreted as hav ing the existing currency of the record. For example, if your file has 100 for a record that has a currency of EUR (the
currency code for euros), this amount is interpreted as EUR 100.

WHICH OBJECTS INCLUDE DEFA ULT BUSINESS PROCESSES?

Choose 4 answ ers.

A. LEADS
B. OPPORTUNITIES
C. CA MPA IGNS
D. CA SES
E. SOLUTIONS
…
…
A. LEADS
B. OPPORTUNITIES
D. CA SES
E. SOLUTIONS

Managing Multiple Business Processes

Available in: Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To create or change business processes: “Customize Application”

Use multiple business processes to display different picklist values for users based on their profile. Multiple business processes allow
you to track separate sales, support, and lead lifecycles.

Sales Processes
Create different sales processes that include some or all of the pic klist values available for the opportunity Stage field.

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Lead Processes
Create different lead processes that include some or all of the pic klist values available for theLead Status field.

Support Processes (Cases)

Create different support processes that include some or all of the picklist values available for the case Status field.

Solution Processes
Create different solution processes that include some or all of the picklist values available for the Status field.

After creating a sales, support, lead, or solution process, assign the process to a record type. The record type deter mines the us er
profiles that are associated w ith the business process.

To view a list of business processes, click Your Name | Setup | Custom ize, select the appropriate tab link (Opportunity, Case, Lead, or
Solution), and click the Processes link.
 Click New to create a new business process.
 Click Edit to change the name or inactivate the business process.
 Click Del to delete an unused business process.
 Click the name of the business process to edit the picklist values associated w ith it.

WHAT IMPA CT DOES A N AUTOMA TED CA SE USER HAVE?

A. THE A UTOMATED CASE USER WILL BE LISTED IN THE CASE HISTORY WHEN A CASE IS CREA TED ONLINE, ESCALATED
OR CLOSED BY ANOTHER USER.
B. THE A UTOMATED CASE USER WILL BE LISTED IN THE CASE HISTORY WHEN A CASE IS CREA TED ONLINE, ASSIGNED
USING THE ASSIGNMENT RULES AND WHEN A CASE IS ESCALATED
C. THE A UTOMA TED CASE USER WILL NEV ER BE LISTED IN THE CASE HISTORY.
D. THE A UTOMA TED CASE USER WILL BE LISTED IN THE CASE HISTORY WHEN A CASE IS ASSIGNED USING THE
ASSIGNMENT RULES, A WORKFLOW RULE IS TRIGGERED ON THE CASE, OR ESCALATED.
…
…
B. THE A UTOMATED CASE USER WILL BE LISTED IN THE CASE HISTORY WHEN A CASE IS CREA TED ONLINE, ASSIGNED
USING THE ASSIGNMENT RULES AND WHEN A CASE IS ESCALATED

Custom izing Support Settings

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To change support settings: “Manage Cases”
AND
“Customize Application”

To select default support templates and automated support features for your organization:
1. Click Your Name | Setup | Custom ize | Cases | Support Settings.
2. Click Edit.
3. Select the follow ing settings and templates as necessary:

Field Description

Default Case Ow ner The user or queue automatically assigned to all cases that don't
match any case assignment rule entries. This user must beActive.

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Field Description

Notify Default Case Ow ner Select this checkbox to notify the default case ow ner w hen a case
is assigned to him or her. If the new ow ner is a queue, the
notification is sent to the queue email address. Notifications are
system-generated and can't be modified.

Record Type Setting Indicates w hich record type to assign to cases created by users
applying assignment rules. Select either:
 Keep the ex isting record type if you w ant new cases to
keep the creator's record type
 Override the existing record type w ith the assignee's
default record type if you w ant to overwrite the creator's
record type on new cases

Automated Case User The user listed in the Case History related list for automated case
changes. Automated case changes may occur from assignment
rules, escalation rules, On- Demand Email-to- Case, or cases
logged in the Self-Service portal. This user must have the System
Administrator profile or the “ Modify All Data” and “Send Email”
per missions.

Case Cr eation Template The template used to notify contacts that their case w as created
manually by a support agent. The notification is optional; it's
triggered by a checkbox on the case edit page. This template must
be Available for Use.

Case Assigned Template The template used to notify users that a case w as manually
assigned to them by an administrator or another user. The
notification is optional; it's triggered by a chec kbox on the Change
Case Ow ner page. This template must be Available for Use.

Case Close Template The template used to notify contacts that a case has been c losed.
The notification is optional; it's triggered by a checkbox on the
Close Case page. This template must beAvailable for Use.

Enable Case Comment Notification to Contacts Select this checkbox to notify contacts w ho aren't Self-
Service portal users w hen a case comment has been modified or
added to a case. If you select this setting, c lick Case Comment
Template and choose the email template to use for these
notifications. This template must be Available for Use.

Notify Case Ow ner of New Case Comments Select this checkbox to notify the case ow ner w hen a user adds a
public or private comment to a case. If you select this setting, case
ow ners can't opt out of receiving these notices. ( Notices aren't
sent to inactive case ow ners.)

Early Triggers Enabled Select this checkbox to enable early triggers for escalation rules
and their actions.
You can set up an escalation rule to perform an action w hen a
case has been unresolved for a specific number of hours. The Age
Overhour you spec ify determines w hen Salesforceperforms the
escalation action. Enable early triggers to ensure that your
escalation actions are triggered before the Age Over hour you
specify.

Enable Suggested Solutions Select this checkbox to enable the Suggested Solutions button
on case detail pages

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Field Description

For more information about how Customer Portal users can self-
close their ow n cases from suggested solutions,
see EnablingCustomer Portal Login and Settings.
For information about setting up suggested solutions for your Self-
Service portal, seeCustomize the Suggested Solutions Page.

Enable Suggested Articles Select this option to provide suggested articleson the Articles
related list. You can make suggested articles available in
all Salesforce Know ledge channels except the public know ledge
base.

Send Case Notifications from System Address Select this checkbox to specify that case comment, attachment,
and assignment notifications sent to case ow ners are sent from a
system address, rather than the address of the user w ho updated
the case.
System notifications display a “From” email address of
“[email protected]”, and an email “ Name” related to the
message, such as “ Case Comment Notification”.
You can select this checkbox to prevent Self-Service or Customer
Portal users w ho update their cases from receiving any “out-of-
office” emails from case ow ners w hose email is set to “out-of-
office”.

Notify Case Ow ners w hen Case Ow nership Changes Select this checkbox to automatically selectSend Notification
Email on cases w hen users change a case ow ner to another user.
This helps prevent users from forgetting to notify other users that
they're the new ow ner of a case.
Selecting this setting doesn't automatically select Send Notification
Email w hen users change a case ow ner to a queue. SeeManaging
Queues.

Show Closed Statuses in Case Status Field Select this checkbox to add closed statuses to the Status field on
cases so that users can close cases w ithout hav ing to clic k
the Close Case button and update infor mation on close case page
layouts. See Closing Cases.
Selecting Show Closed Statuses in Case Status Field doesn't
remove the Close button from case list view s. Instead, it adds
Closed to the list of statuses available for users to choose from
when they select multiple cases and click Change Status on case
list view s. See View ing Case Lists.

Hide Save & Close Button and Cls Links After selecting Show Closed Statuses in Case Status Field as
described above, you can select this checkbox so that the Save &
Closebutton on case edit pages and Cls links on Cases related
lists don't display unnecessarily. Instead, users close cases via
the Status field and Save button.

Case History

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

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User Perm issions Needed

To view cases: “Read” on cases

The Case History related list of a case detail page tracks the changes to the case. Any time a user modifies any of the standard or
custom fields w hose history is set to be trac ked on the case, a new entry is added to the Case History related list. All entries include the
date, time, nature of the change, and w ho made the change. Modifications to the related lists on the case are not tracked in the c ase
history. For infor mation about setting up w hich fields are tracked, see Trac king Field History.

In Professional, Enterprise, Unlimited, and Developer Edition organizations, for automated case changes that result from Web-to-Case
or case assignment or escalation rules, the user listed in the history is the Automated Case User chosen in the Support Settings;
see Customizing Support Settings.

A SYSTEM A DMINISTRATOR WA NTS TO UTILIZ E PUBLIC GROUPS TO ESTABLISH SHARING IN THE SYSTEM. WHAT CAN
THEY NOT USE PUBLIC GROUPS FOR?

Choose 2 answ ers.

A. DELETE USER A CCOUNTS IN THE SYSTEM
B. ENABLE THE PERMISSION THAT A NYBODY IN THE SYSTEM CAN CREA TE A PUBLIC GROUP
C. THEY CAN BE USED WITH SHA RING RULES
D. THEY CAN BE USED TO MA NUALLY SHA RE A RECORD
…
…
A. DELETE USER A CCOUNTS IN THE SYSTEM
B. ENABLE THE PERMISSION THAT A NYBODY IN THE SYSTEM CAN CREA TE A PUBLIC GROUP

Only Admins manage User Account s, and User Accounts cannot be deleted anyway.

See additional information below on Public Groups.

About Groups

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

Groups are sets of users. They can contain individual users, other groups, the users in a particular role or territory, or the users in a
particular role or territory plus all of the users below that role or territory in the hierarchy.

There are tw o types of groups:

 Public groups—Only administrators can create public groups. They can be used by everyone in the organization.
 Personal groups—Each user can create groups for their personal use.

You can use groups in the follow ing w ays:

 To set up default sharing access via a sharing rule
 To share your records w ith other users
 To spec ify that you w ant to synchronize contacts ow ned by others users
 To add multiple users to a Salesforce CRM Content library
 To assign users to specific actions in Salesforce Know ledge

YOU CAN CREA TE CUSTOM SUMMA RY FORMULAS REFERENCING CUSTOM FORMULA FIELDS.

A. TRUE
B. FALSE
…

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…
A. TRUE

Confirmed via Experimentation, as follows:

• Created the following custom formula fields:
o Commission = Opportunity Amount x 10%
o Amount after Discount = Opportunity Amount x (1 – Di scount Percent)
o Commission as a % of Discounted Amount = Commi ssion / Amount after Discount
• Where the Commission as a % of Di scounted Amount is proof that a formula field can reference other formulas

About Form ulas

Available in: All Editions

Reports and Approvals are not available in Database.com

A formula is an algor ithm that derives its value from other fields, expressions, or values. For mulas can help you automatically calculate
the value of a field based on other fields. Use for mulas for:
 Custom Fields: Create custom for mula fields that automatically calculate a value based on other values, merge fields, or
expressions. Users can view formula fields on record detail pages but cannot see the underlying algorithm nor can they edit
the value of a formula field. To create a custom formula field, see Building For mulas.
 Default Field Values: Apply a value to a custom field w hen a user creates a record. Use formulas to define a default value
such as TODAY() + 7. See About Default Field Values.
 Data Validations: Verify that the data a user enters in a record meets the standards you specify before the user can save the
record. A validation rule can include a formula such as CloseDate >= TODAY(). See About Validation Rules.
 Reports: Create custom summary formulas in your reports to calculate additional totals based on the ex isting summar ies in
that report. To begin creating a custom summary formula, seeBuilding Custom Summary For mulas.
 Workflow Field Updates: Define field updates to automatically calculate the new value of a field based on a for mula. The
formula can include other values, merge fields, or expressions. Then set your w orkflow rules or approval processes to use
these field updates. To define field updates, see Defining Field Updates.
 Workflow Rules: Define the criter ia a record must meet to trigger a w orkflow rule. See Creating Wor kflow Rules.
 Approval Processes: Define the criteria a record must meet to enter the approval process. See Creating Approval Pr ocesses.
 Approval Steps: Define the criter ia a record must meet to enter the approval step. See Creating Approval Steps.
 Escalation Rules: Define the conditions that a case must match to be escalated. See Setting Up Escalation Rules.
 Assignment Rules: Define the conditions that the lead or case must match for it to be assigned. See Setting Up Assignment
Rules.
 S-Controls: Define the content for s-controls. See Defining Custom S- Controls.
 Custom Buttons and Links: Define the content for custom links and buttons. See Defining Custom Buttons and Links.
 Visualforce Pages: Define the content for Visualforce pages. See Defining Visualforce Pages.

Before building a formula, review the follow ing attributes of a formula:

 Choosing a For mula Data Type
 Elements of a For mula

For common uses of formulas, see For mulas: How Do I....

Note: Custom formula fields are not available in Connect Offline, Web-to-Lead for ms, or Web-to- Case for ms.

Elements of a Form ula

A formula can contain references to the values of other standard or custom fields, operators, functions, literal values, or other formulas.
Use any or all of the elements in the follow ing table to build a formula. For more details about building for mulas, see Building For mulas.

Element
Description
Nam e

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Element
Description
Nam e

Literal A text string or number you enter that is not calculated or changed. For example, if your commissions are alw ays
Value calculated by 2% of an opportunity amount, your formula w ould contain the literal value 2% of the opportunity amount:
ROUND((A mount*0.02), 2)
This example contains every possible part of a formula:
 A function called ROUND used to return a number rounded to a specified number of decimal places.
 A field reference called Amount that is dynamically replaced w ith the amount of an opportunity.
 An operator, *, that tells the for mula builder to multiply the contents of the A mount field by the literal value, 0.02.
 A literal number, 0.02, that represents a commission percent. Use the dec imal value for all percents. To include
actual text in your for mula, enclose it in quotes.
 The last number 2 in this formula is the input requir ed for the ROUND function that deter mines the number of
decimal places to return.

Field Reference the value of another custom or standard field using a merge field. The syntax for a merge field
Reference is field_name for a standard field or field_name__c for a custom field. The syntax for a merge field on a related object
is object_name__r.field_name. Use the Insert Field button or the drop-dow n list to insert a merge field in your for mula
where necessary.

Function A system-defined for mula that can require input from you and returns a value or values. For example, T ODAY() does not
require input but returns the current date. The T EXT(value) function requires your percent, number, or currency input and
returns text.

Operator A symbol that spec ifies the type of calculation to perform or the order in w hich to do it. For example, the + symbol
specifies tw o values should be added. The open and close parentheses specify w hich expressions you w ant evaluated
first.

Comment An annotation w ithin a formula that begins w ith a forw ard slash follow ed by an asterisk (/*). and conc ludes w ith an
asterisk follow ed by a forward slash (*/). For example,
/*This is a formula comment*/
Salesforce ignores comments w hen processing a for mula.
Comments are useful for explaining specific parts of a formula to administrators view ing the for mula definition. For
example:
AND( /*competitor field is required, check to see if field is empty */ LEN( Competitor__c) = 0, /* r ule only enforced for
ABCD record types */ $RecordType.Name = "ABCD Opportunity", /* checking for any closed status, such as closed w on
and closed lost…allow s for additional closed picklist values in the future */ CONTA INS(TEXT(StageName), "Closed") )
You can also use comments to comment out sections of your formula w hen debugging and chec king the syntax to locate
errors in the for mula.
Note
 Nesting comments causes a syntax error. For example, you cannot save a for mula that has the follow ing:
o /* /* comment */ */
 Commenting out a w hole formula causes a syntax error.
 Comments count against the character and byte size limits in for mulas.

Building Form ulas

Available in: All Editions

User Perm issions Needed

To view form ula field details: “View Setup and Configuration”
To create, change, or delete form ula fields: “Customize Application”

Your custom for mula fields require special attributes. To build your for mula:
1. Begin building a for mula field the same w ay you create a custom field. See Creating Custom Fields.

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2. Select the data type for the formula. Choose the appropriate data type for your formula based on the output of your calculation.
See Choosing a For mula Data Type.
3. Choose the number of decimal places for currency, number, or percent data types. This setting is ignored for currency fields in
multicurrency organizations. Instead, the Dec imal Places for your currency setting apply.

Note: Salesforce uses the round half up tie-breaking rule for numbers in for mula fields. For example, 12.345 becomes 12.35 and
−12.345 becomes −12.34.

4. Click Next.
5. Build your for mula:
a. If you are building a for mula in the Advanced Form ula tab or for approvals or rules, such as w orkflow , validation,
assignment, auto-response, or escalation, click Insert Field, choose a field, and clic k Insert.
b. To create a basic formula that passes specific Salesforce data, select the Sim ple Form ula tab, choose the field type
in the Select Field Type drop-dow n list, and choose one of the fields listed in the Insert Field drop-dow n list.

Tip: Build cross-object formulas to span to related objects and reference merge fields on those objects.

c. To insert an operator, choose the appropriate operator icon from the Insert Operator drop-dow n list. Use the
examples in Operators and Functions.
d. Optionally, click the Advanced Form ula tab to use functions and view additional operators and merge fields.
Functions are prebuilt for mulas that you can customize w ith your input parameters. For a description of each operator
and function, see Operators and Functions.
e. To insert a function, double-click its name in the list, or select it and click Insert Selected Function. To filter the list of
functions, choose a category from the Functions drop-dow n list. Select a function and click Help on this function to
view a description and examples of formulas using that function.
f. Consider adding comments to your formula, especially if it is complicated. Comments must begin w ith a forw ard slash
follow ed by and asterisk (/*), and conc lude w ith an asterisk follow ed by a forward slash (*/).

Comments are useful for explaining specific parts of a formula to administrators view ing the for mula definition. For example:
AND( /*competitor field is required, check to see if field is empty */ LEN( Competitor__c) = 0, /* r ule only enforced for ABCD record
types */ $RecordType.Name = "ABCD Opportunity", /* checking for any closed status, such as closed w on and closed lost…allows for
additional closed picklist values in the future */ CONTAINS(TEXT( StageName), "Closed") )

You can also use comments to comment out sections of your formula w hen debugging and chec king the syntax to locate errors in the
formula.

Note
• Nesting comments causes a syntax error. For example, you cannot save a for mula that has the follow ing:
o /* /* comment */ */
• Commenting out a w hole formula causes a syntax error.
• Comments count against the character and byte size limits in for mulas.

Note: For mula fields can contain up to 3,900 characters, including spaces, return characters, and comments. If your formula requires
more characters, create separate formula fields and reference them in another formula field. The maximum number of displayed
characters after an evaluation of a formula expression is 1,300 characters.

6. Click Check Syntax to check your formula for errors.

7. Optionally, enter a description of the for mula in the Description box.
8. If your formula references any number, currency, or percent fields, choose an option for handling blank fields. To give any
blank fields a zero value, choose Treat blank fields as zeros. To leave these fields blank, choose Treat blank fields as blanks.
9. Click Next.
10. In Enterprise, Unlimited, and Developer Editions, set the field- level security to deter mine w hether the field should be v isible for
specific profiles, and click Next.
11. Choose the page layouts that should display the field. The field is added as the last field in the first tw o-column section on the
page layout. For user custom fields, the field is automatically added to the bottom of the user detail page.
12. Click Save to finish or Save & New to create more custom fields.

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Note
• Because formula fields are automatically calculated, they are read-only on record detail pages and do not update last modified
date fields. For mula fields are not v isible on edit pages.
• In account for mulas, all business account fields are available as merge fields. How ever, account fields exclusive to person
accounts such as Birthdate and Email are not available. For more information, see What is a Person Account?.
• For mulas on Activities that use standard fields shouldn't be placed on both the Task and Ev ent pages. This is because both
Tasks and Events are considered Activities. For instance, if a for mula is used on a standard field only available for Tasks, it
w ill also mistakenly be pulled into Events.

Building Custom Summ ary Form ulas

Available in: All Editions except Database.com

User Perm issions Needed

To create, edit, and delete reports: “Create and Customize Reports”

To create, edit, and delete reports using the report builder interface: “Report Builder” (unless you've enabled the upgrade)

Create custom summary formulas to calculate additional totals based on the numeric fields available in the report type. A formula is an
algor ithm that derives its value from other fields, expressions, or values. For mulas must be 3900 or few er characters. You can create
up to five formulas per report. For mulas can't be shared across multiple reports. To build custom summary formulas for summary and
matrix reports:

1. In report builder, click Add Form ula in the Fields pane.

2. Enter a name for your formula as it w ill appear on the report. The label must be unique. Optionally, enter a description.
3. From the For mat drop-dow n list, select the appropr iate data type for your formula based on the output of your calculation.
See Choosing a For mula Data Type for more infor mation on for mula data types.
4. From the Decimal Places drop-dow n, select the number of decimal places to display for currency, number, or percent data
types. This setting is ignored for currency fields in multicurrency organizations. Instead, the Decimal Places for your currency
setting apply. Note: If you select None for Decimal Places, the effective values are:
o For currency, displays up to 18 digits, w ith the default decimal-place precision for the currency
o For percentages, displays up to 18 digits, w ith no decimal places
o For numbers, displays up to 18 digits, w ithout changing the decimal-place precision
5. Set the ‘Where w ill this formula be displayed?’ option. The for mula calculation w ill be displayed in the report at the level you
select. To display the formula calculation at every level, including the Grand Total, select All summary levels.
6. Build your for mula:
o Select one of the fields listed in the Summary Fields drop-dow n list. This field’s value is used in your formula.
o Select the kind of summary type to use in your formula. This option is not available for Record Count.

Summ ary Type Description

Sum The summary value of data in a field or grouping of fields.

Largest Value The largest value of data in a field or grouping of fields.

Sm allest Value The s mallest value of data in a field or grouping of fields.

Average The average of data in a field or grouping of fields.

o Click Operators to add operators to your formula.

o Select the function category (All, Logical, Math, or Summary), choose the function you w ant to use in your formula,
and click Insert.

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o Repeat these steps as necessary.

7. Click Check Syntax to see if your formula contains errors. Errors are highlighted by the cursor.
8. Click OK. Your formula isn't saved until you save the report.

Tips on Building Custom Summ ary Form ulas

 A summary formula can't reference another summary formula. Not the same thing as a Custom Formula Field.
 Summary formulas can reference number, currency, percent, and checkbox (true/false) fields for the types of records included
in your report. For example, a summary formula in an Opportunities w ith Partners report can reference
opportunity A mount or Stage Duration, as w ell as account Annual Revenue.
 Dashboard and report charts that display values from custom summary formulas display decimal places using your default
currency setting instead of w hat you specified for the formula. For example, if the summary formula specifies zero decimal
places, no decimal places appear in columns, but chart values show the number of decimal places specified for your default
currency (usually tw o decimal places). This applies to currencies, numbers, and percentages.
 Regardless of the summary formula data type, your summary formula can contain fields of different data types, including:
number, currency, percent, and checkbox (true/false) fields.
 When fields are deleted, they are also deleted from the summary formulas that reference them.
 The summary types Sum, Largest Value, Smallest Value, and Average are not available for use w ith the Record Count field.
 The Smallest Value summary type includes blank (null) or zero values in the summary formula calculation if these values are
present in your report data.
 The Largest Value summary type includes the largest blank (non-null) value present in your report data.
 Percents are represented as decimals in summary formulas. 20% is represented as 0.20.
 Operators can be used to give fields in summary formulas a negative value. For example:{!EMPLOY EES:SUM} + -
{!SALES:SUM}.
 For custom summary formulas on matr ix reports, Salesforce calculates results for all for mulas w here the Where w ill this
formula be displayed? option is not set to All summary levels. The for mula deter mines the value returned. If the formula
encounters an error, such as division by zero, it returns #Error!. If null is returned, the cell w ill be empty.
 “#Too Big!” displays on report cells if your custom summary formula output is over 21 digits. When this happens, check your
formula for calculations that could result in more than 18 digits. Avoid multiplying large numbers, raising a large number to a
pow er, or dividing by a very small number.
 For mulas treat blank (null) report cells as zero values.
 “#Error!” displays on report cells w henever an error occurs w hile calculating a formula’s value. “#Error !” also displays w hen
formulas divide by zero. To resolve the error, check your formula and provide an alternative value.
 Functions des igned specifically for use w ith custom summary formulas are available under the Summary function category.
Select a function, then c lick Help on this function for information.

WHICH STATEMENT A BOUT CUSTOM SUMMA RY FORMULAS IN REPORTS IS TRUE?

Choose 2 answ ers.

A. REPORTS CA N BE GROUPED BY A CUSTOM SUMMA RY FORMULA RESULT.
B. CUSTOM SUMMA RY FORMULAS CA N REFERENCE A FORMULA FIELD WITHIN A REPORT.
C. CUSTOM SUMMA RY FORMULAS CAN REFERENCE A NOTHER CUSTOM SUMMA RY FORMULA.
D. CUSTOM SUMMA RY FORMULAS CAN BE USED IN A REPORT BUILT FROM A CUSTOM REPORT TY PE.
…
…
B. CUSTOM SUMMA RY FORMULAS CA N REFERENCE A FORMULA FIELD WITHIN A REPORT.
D. CUSTOM SUMMA RY FORMULAS CAN BE USED IN A REPORT BUILT FROM A CUSTOM REPORT TY PE.

WHERE A RE FOLDERS USED? (SELECT ALL THAT A PPLY)

Choose 2 answ ers.

A. DASHBOA RDS
B. REPORTS
C. LIST V IEWS

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D. CA SES
…
…
A. DASHBOA RDS
B. REPORTS

Managing Folders

Available in: All Editions except Database.com

Report folders not available in: Contact Manager, Group, and Personal Editions

User Perm issions Needed

To create, edit, or delete public document folders: “Manage Public Documents”
To create, edit, and delete public em ail tem plate folders: “Manage Public Templates”
To create, edit, and delete public report folders: “Manage Public Reports”
To create, edit, and delete public dashboard folders: “Manage Dashboards” AND “View All Data”

A folder is a place w here you can store reports, dashboards, documents, or email templates. Folders can be public, hidden, or s hared,
and can be set to read-only or read/w rite. You control w ho has access to its contents based on roles, per missions, public groups, and
license types. You can make a folder available to your entire organization, or make it private so that only the ow ner has access.
 To access document folders, click the Documents tab. See Document Library Overview for information on displaying the
Documents tab.
 To access email template folders, clic k Your Name | Setup | Com m unication Tem plates |Em ail Tem plates.
 To access report folders, click the Reports tab, or to manage all of your organization’s report folders, click Your
Name | Setup | Custom ize | Reports.
 To access dashboard folders, clic k the Dashboards tab.

To create a new folder, click Create New Folder.

To edit a folder, click Edit next to the folder name. Alternatively, select a folder name from the Folder drop-dow n list and c lick Ed it.
Note: You can modify the contents of a folder only if the folder access level is set to Read/Write. Only users w ith the “ Manage Public
Documents” or “ Manage Public Templates” can delete or change a Read Only folder. Regardless of per missions or folder settings,
users can't edit any unfiled or personal folders.

Controlling Access to Report Folders

Folder access is controlled by per missions. The follow ing tables show the per missions that users must have to access the three
different types of report folders: public, hidden, and shared folders.

Public Folders

The follow ing settings apply to folders w ith either of the follow ing visibility settings:
 This folder is accessible by all users, inc luding portal users
 This folder is accessible by all users, except for portal users

Access Level Perm issions to Access Read-Only Folders Perm issions to Access Read/Write Folders

Read Any of the follow ing: Any of the follow ing:

 “Run Reports”  “Run Reports”
 “Manage Public Reports”  “Manage Public Reports”
 “View All Data”  “View All Data”
Write New “Manage Public Reports” “Create and Customize Reports”

Modify/Delete “Manage Public Reports” “Manage Public Reports”

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Hidden Folders

Access Level Perm issions to Access Read-Only Folders Perm issions to Access Read/Write Folders

Read “View All Data” “View All Data”

Write New “Manage Public Reports” “Manage Public Reports”

Modify/Delete “Manage Public Reports” “Manage Public Reports”

Shared Folders

Access Level Perm issions to Access Read-Only Folders Perm issions to Access Read/Write Folders

Read Any of the follow ing: Any of the follow ing:

 “Run Reports” (for shared users)  “Run Reports” (for shared users)
 “Manage Public Reports”  “Manage Public Reports” (for shared
 “View All Data” users)
 “View All Data”

Write New “Manage Public Reports” “Create and Customize Reports” (for shared
users)

Modify/Delete “Manage Public Reports” “Manage Public Reports”

Controlling Access to Dashboard Folders

Folder access is controlled by per missions. The follow ing tables show the per missions that users must have to access the three
different types of dashboard folders: public, hidden, and shared folders.

Public Folders

The follow ing settings apply to folders w ith either of the follow ing visibility settings:
 This folder is accessible by all users, inc luding portal users
 This folder is accessible by all users, except for portal users
Access Level Perm issions to Access Read-Only Folders Perm issions to Access Read/Write Folders

Read “Run Reports” “Run Reports”

Write New All of the follow ing: Both of the follow ing:
 “Run Reports”  “Run Reports”
 “Manage Dashboards”  “Manage Dashboards”
 “View All Data”
Modify/Delete All of the follow ing: All of the follow ing:
 “Run Reports”  “Run Reports”
 “Manage Dashboards”  “Manage Dashboards”
 “View All Data”  “View All Data”

Hidden Folders

Access Level Perm issions to Access Read-Only Folders Perm issions to Access Read/Write Folders

Read Both of the follow ing: Both of the follow ing:

 “Run Reports”  “Run Reports”

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Access Level Perm issions to Access Read-Only Folders Perm issions to Access Read/Write Folders

 “View All Data”  “View All Data”

Write New All of the follow ing: All of the follow ing:
 “Run Reports”  “Run Reports”
 “Manage Dashboards”  “Manage Dashboards”
 “View All Data”  “View All Data”
Modify/Delete All of the follow ing: All of the follow ing:
 “Run Reports”  “Run Reports”
 “Manage Dashboards”  “Manage Dashboards”
 “View All Data”  “View All Data”

Shared Folders

Access Level Perm issions to Access Read-Only Folders Perm issions to Access Read/Write Folders

Read “Run Reports” “Run Reports”

Write New All of the follow ing: Both of the follow ing:
 “Run Reports”  “Run Reports”
 “Manage Dashboards”  “Manage Dashboards”
 “View All Data”
Modify/Delete All of the follow ing: All of the follow ing:
 “Run Reports”  “Run Reports”
 “Manage Dashboards”  “Manage Dashboards”
 “View All Data”  “View All Data”

WHEN A USER REFRESHES A DASHBOARD IT IS REFRESHED FOR:

A. EV ERY ONE WHO HAS A CCESS TO THE DASHBOARD.

B. ONLY THE USER THA T REFRESHED IT
C. ALL USERS IN THE SA ME ROLE AS THE USER THA T REFRESHED IT
D. ONLY THE RUNNING USER
…
…
A. EV ERY ONE WHO HAS A CCESS TO THE DASHBOARD.

Refreshing Dashboard Data

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To refresh dashboard data: “Run Reports” AND access to dashboard folder

The data in each dashboard is as current as the date and time displayed in the As of... field at the top right corner of the dashboard.
Click Refresh to replenish your dashboard w ith the most recent data. When dashboard data is refreshing, a Refreshing Dashboard field
displays at the top right corner of the dashboard. You can leave the dashboard and perfor m other functions in Salesforce w hile the data
refreshes. If your dashboard data doesn't refresh after ten minutes, the refresh automatically stops. If necessary, click Refresh again.

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When you refresh a dashboard, the dashboard data refreshes for anyone else in your organization that has access to that dashboard.
Additional refreshes submitted during a refresh and up to one minute after the completion of a refresh are ignored; users view the most
current data. Filtered dashboards refresh differently. All filtered view s of the dashboard are from the last refresh. Changing the filter
option does not refresh the data unless there is no saved version of that data set. Select a filter option and click Refresh to get the very
latest data.

Note: Enterprise and Unlimited Edition users can schedule dashboard refreshes.

IF THE ORG WIDE DEFA ULT IS PUBLIC REA D/WRITE, WHA T FEA TURE IN SALESFORCE IS NEEDED TO RESTRICT ACCESS
TO AN OBJECT?

A. PROFILE
B. ROLE HIERA RCHY
C. RECORD TY PE
D. PA GE LAYOUT
…
…
A. PROFILE

Note that you could use a Page Layout to control some access to fields, though not as well as Field-Level Security, but this is
not as definitive as controlling access to an object through the Profile.

User Profiles Overview

Available in: Enterprise, Unlim ited, Developer, and Database.com Editions

A profile contains user per missions and access settings that control w hat users can do w ithin Salesforce, the partner portal, and
the Customer Portal.
Depending on w hich profile user interface is enabled in your organization, you can:
 View and edit profiles in the enhanced profile user interface
 View and edit profiles in the original profile user interface

You can also change per missions in multiple profiles from the list view .

Pr ofiles control:
 Which standard and custom apps users can view
 Which tabs users can view
 Which record types are available to users
 Which page layouts users see
 Object per missions that allow users to create, read, edit, and delete records
 Which fields w ithin objects users can view and edit
 Per missions that allow users to manage the system and apps w ithin it
 Which Apex classes and Visualforce pages users can access
 Which desktop clients users can access
 The hours dur ing w hich and IP addresses from w hich users can log in
 Which service prov iders users can access (if Salesforce is enabled as an identity prov ider)

Note: Chatter customers (users w ith the Chatter External User profile) can only see groups they belong to and people in those groups;
they can't see any Salesforce information. If your organization uses a custom domain or IP restrictions, it's recommended that us ers
w ith the Chatter External User log in us ing single sign-on.

Every organization has standard profiles. In Contact Manager, Group, and Professional Edition organizations, you can assign standard
profiles to your users, but you can't view or edit the standard profiles or create custom profiles. In Enterpr ise, Unlimited, and Dev eloper

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Edition organizations, you can use standard profiles, or create, edit, and delete custom profiles. For standard profiles, only certain
settings can be changed.

Each standard or custom profile belongs to exactly one user license type.

WHAT CA N A N EMA IL TEMPLA TE CONTA IN? CHOOSE ALL THA T A PPLY.

Choose 3 answ ers.

A. ATTA CHED FILE
B. MA CRO
C. TEXT
D. MERG E FIELD
…
…
A. ATTA CHED FILE
C. TEXT
D. MERG E FIELD

Note that Macros in emails would likely be filtered out by Antivirus soft ware.

Managing Em ail Tem plates

Available in: All Editions

Mass email not available in: Personal, Contact Manager, and Group Editions
HTML and Visualforce email templates not available in: Personal Edition
Not Available in Database.com

User Perm issions Needed

To create or change HTML em ail tem plates: “Edit HTML Templates”

To create or change Visualforce em ail tem plates: “Customize Application”
To create or change public em ail tem plate folders: “Manage Public Templates”

You can create four different types of email templates:

 Text - All users can create or change text email templates. See Creating Text Email Templates.
 HTML w ith letterhead - Administrators and users w ith the “ Edit HTML Templates” per mission can create HTML email
templates based on a letterhead. See Creating HTML Email Templates.
 Custom HTML - Administrators and users w ith the “ Edit HTML Templates” per mission can create custom HTML email
templates w ithout using a letterhead. You must either know HTML or obtain the HTML code to insert in your email template.
See Creating Custom HTML Email Templates.
 Visualforce - Administrators and developers can create templates using Visualforce.Visualforce email templates allow for
advanced merging w ith a recipient's data, w here the content of a template can contain information from multiple records,
see CreatingVisualforce Email Templates.

All of these email templates can include text, merge fields, and attached files. You can also include images on your HTML
and Visualforce templates. You can use email templates w hen you send an email from the Activity History related list of a record. Text
and HTML templates can also be used w hen you send mass email. A button to chec k the spelling of your template is available for text
templates and Visualforce templates w ithout HTML tags.

Note: You can’t send a mass email using a Visualforce email template.

To manage your personal email templates, click Your Name | Setup | Em ail | My Tem plates. If you have per mission to manage public
email templates, click Your Name | Setup |Com m unication Tem plates | Em ail Tem plates.

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 Click on the name of any email template to go to the View ing Email Templates page.
 To edit or delete a template, click Edit or Del next to the template name in the list.
 Click New Tem plate to create any type of email template.

Note: Email templates used in the follow ing features must be both public and active:
 Web-to-Lead
 Web-to- Case
 Email-to- Case or On-Demand Email-to- Case
 Assignment rules
 Escalation rules
 Auto-response rules

WHICH IS A CA PABILITY OF EMA IL- TO- CASE?

Choose 3 answ ers.

A. ASSIGNMENT RULES, ESCALATION RULES, WORKFLOW RULES, AND A UTO- RESPONSE RULES ARE TRIGGERED WHEN
A CASE IS CREA TED V IA EMA IL- TO- CASE
B. ALL CUSTOMER EMA IL REPLIES, INCLUDING ATTA CHMENTS, RELATED TO A CASE ARE A UTOMA TICALLY ASSOCIATED
WITH THE CA SE.
C. A DMINISTRA TORS CA N CONFIGURE SETTINGS SO THA T CONTENTS OF AN EMA IL CA N BE MA PPED TO CUSTOM CASE
FIELDS.
D. CA SE REPORTS MEA SURE BOTH INBOUND AND OUTBOUND EMA ILS TO DETERMINE THE TOTAL NUMBER OF EMAILS
EXCHA NGED BEFORE AN ISSUE IS RESOLV ED.
E. A CLOSED CASE CAN BE REOPENED BY INCLUDING THE TEXT REOPEN IN THE SUBJECT LINE OF A N EMA IL RELATED
TO A CASE.
…
…
A. ASSIGNMENT RULES, ESCALATION RULES, WORKFLOW RULES, AND A UTO- RESPONSE RULES ARE TRIGGERED WHEN
A CASE IS CREA TED V IA EMA IL- TO- CASE (This more like standard functionality for Cases, which Email-to-Case should not
disrupt)
B. ALL CUSTOMER EMA IL REPLIES, INCLUDING ATTA CHMENTS, RELATED TO A CASE ARE A UTOMA TICALLY ASSOCIATED
WITH THE CA SE. (This more like standard functionality for Cases, which Email-to-Case should not disrupt)
D. CA SE REPORTS MEA SURE BOTH INBOUND AND OUTBOUND EMA ILS TO DETERMINE THE TOTAL NUMBER OF EMAILS
EXCHA NGED BEFORE AN ISSUE IS RESOLV ED. (This more like standard functionality for Cases, which Email-to-Case should
not disrupt)

I see no evidence to support Answer C (mapping) or Answer E (reopen case) – in fact, for Answer E, it looks like you need to
either install an AppExchange App or create custom workflow.

En abling and Configuring Em ail-to-Case

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To set up Em ail-to-Case: “Customize Application”

To enable Em ail-to-Case: “Modify All Data”
AND
“Customize Application”

This topic describes how to enable and configure Email-to- Case using the options available on the Email-to- Case Settings page. In
addition, refer to Setting Up On- Demand Email-to- Case for the high-level steps you should perform before and after the tas ks described
in this topic.

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This topic is intended for customers w ho are running the Email-to- Case agent w ithin their netw ork's firew all, as opposed to On-Demand
Email-to- Case w hich uses Apex email services. For infor mation on enabling and configuring On-Demand Email-to- Case, see Enabling
and Configuring On-Demand Email-to- Case.

Before getting started, review the information in Tips on Email-to- Case.

To implement Email-to-Case, you need to add a new email routing address, verify the new email routing address, and enable Email-to-
Case:
1. Click Your Name | Setup | Custom ize | Cases | Em ail-to-Case.
From the Email-to- Case Settings page, you can:
 Click Edit to edit an existing routing address.
 Click Del to delete an existing routing address.
 Click Verify to confirm and verify the email address used in an existing routing address. A verification email is
immediately sent to the new routing address, w hich includes a link, that w hen clicked, completes the verification
process.
 From the Routing Addresses related list, clic k New . You can create up to 50 routing addresses to administer separate
email addresses for Email-to-Case. A routing address is activated after Email-to- Case is enabled.
 Enter the routing address settings.

Setting Description

Routing Name The name for the routing address. For example, Gold Support or Standard Support.

Email The inbound email address for this Email-to- Case routing address. Emails sent to this address are created as cases
Address using the specified settings. The email address must be unique. Note that this is the email address to w hich you w ill
provide a link on your company's support w ebsite.

Save Email Select this checkbox to save the email routing infor mation associated w ith each email submitted as a case. Saving
Headers email routing infor mation counts tow ards your organization's overall storage limit.
To view email headers from an email converted to a case, see Working w ith Case Emails.

Create Task Select this checkbox to automatically assign a tas k to the case ow ner w hen an email is submitted as a case.
from Email Assignment rules automatically assign ow ners to a case; how ever, if a case does not match assignment rule criteria,
then the user in the Default Case Ow ner field on the Support Settings page is assigned to the case. For more
information, see Setting Up Assignment Rules and Customizing Support Settings.

Task Status Choose a status from this drop-dow n list w ith w hich to predefine the Status field on tasks automatically assigned to
case ow ners w hen email is submitted as cases.
This setting is only available if you selected the Create Task from Emailchec kbox.

Case Prior ity The prior ity assigned to cases created from emails sent to this email address.

Case Origin The value assigned to the Case Origin field for cases created via this Email-to- Case routing infor mation.

Case Record The record type used to create cases from emails sent to this email address. If a routing address has a case record
Type type of “None,” then new cases will default to the record type of the user configured in the Email-to- Case agent. If
your organization does not use record types, this setting is not available.

 Click Save to save the routing address settings. Alternatively, click Save & New to save the routing address, and
then create a new routing address. A verification email is immediately sent to the new routing address, w hich w ill not
be verified until you click the verification link in the email.

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 Click the link in the verification email. Optionally, click Verify next to the email address on the Email Address detail
page to have Salesforce send another verification email to the new routing addr ess. Salesforce notifies you w hen the
new email routing address is verified.
 Click Continue.
 Return to the Email-to- Case Settings page by clicking Your Name | Setup | Custom ize |Cases | Em ail-to-Case.
 Click Edit to apply the follow ing Email-to- Case settings:

Em ail-to- Description
Case
Setting

Enable Email- Select this checkbox to activate Email-to- Case.

to-Case

Notify Case Select this checkbox to allow case ow ners to automatically receive notifications w hen email arrive for their existing
Ow ners on cases. Email notifications assign a task to the case ow ner to respond to the new email. Responding to the email
New Email closes the task. To disable email notifications at any time, simply deselect the chec kbox.

Enable HTML Select this checkbox to w arn users before they view incoming HTML email content so that they can avoid opening
Email potentially malic ious HTML that could har m their computers. With this setting disabled, users w ill see text instead of
HTML on email message detail pages, and w hen users reply to an email, the text version of the email w ill be copied
to the email editor, instead of the HTML version. To disable HTML email w arnings at any time, simply deselect the
checkbox.

Email Subject Select this checkbox to add the thread ID to the subject of email.
You can choose w hether the thread ID should be included in the emails users send from cases. The thread ID is the
unique ID of each case email, such as [ref:00Dx Rtp.500xXFKf:ref]. By default, the thread ID is added to both the
subject and body of case emails.

Email Body Select this checkbox to add the thread ID to the body of email.
You can choose w hether the thread ID should be included in the emails users send from cases. The thread ID is the
unique ID of each case email, such as [ref:00Dx Rtp.500xXFKf:ref]. By default, the thread ID is added to both the
subject and body of case emails.

 Click Save.

Tips on Em ail-to-Case

Consider the follow ing w hen setting up a routing address for Email-to- Case:
 When a customer sends an email to this routing address, a case is created in your organization w ith the email subject as the
case Subject and the email body as the case Description.
 The Priority, Case Origin, and Case Record Type fields auto-populate the case via the routing address settings w hen the
routing address is included in either the To, CC, or BCC fields of an inbound email. Salesforce processes the routing address
of an inbound email in the follow ing order and stops at the first match: To, CC and BCC. Note that some email applications do
not automatically send BCC information. Therefore, case fields may not auto-populate properly if the routing address is
included in the BCC field of an inbound email.
 To have cases that are created via Email-to- Case automatically display in the Self-Service portal, see Enabling Self-
Service Features and Settings.
 The limit on the number of emails a day that an organization can convert into cases is 2,500per day for Professional,
Enterprise, Unlimited, and Developer Editions (total number of cases, inclusive of all email addresses). If your organization
exceeds its daily Email-to- Case limit, the follow ing API exception code is returned to the Email-to- Case agent:
EMA IL_TO_CASE_LIMIT_EXCEEDED. You can configure the agent to take appropriate action, such as notifying your
administrator, w hen this occurs.

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 Deselect both the Email Subject and Email Body checkboxes to prevent the thread ID from being added to emails. If you
deselect both the Email Subject and Email Body checkboxes, then all incoming responses to outbound case emails create
new cases.
 When you reply to email messages in the Email related list on cases, the From: field on your email may display to r ecipients
as [email protected] [email protected]. This is due to how the recipients' email applications receive
Sender and From headers on inbound email. By default, an Enable Sender ID compliance setting is selected for your
organization, w hich enables email messages sent from Salesforce to comply w ith email applications that
require Sender headers for delivery. For more infor mation, see Configur ing Deliverability Settings.

Working w ith Case Em ails

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To view cases: “Read” on cases
To work w ith case em ails: “Edit” on cases

Cases generated via Email-to-Case or On- Demand Email-to- Case display in an Emails related list. The Emails related list includes all
emails sent by your customer regarding a particular case, as w ell the email threads betw een you and your customer. The first 77
characters of an email message appear in the related list so that you can see w hat the message is about w ithout having to click on it.

To w ork w ith Email-to-Case or On- Demand Email-to- Case emails:

 Click Send An Em ail to send an email to a contact, another user, or any other email address. See Sending Email for more
information.
 Click Reply to respond to an email. The email response automatically includes the email body as received from the customer.
Enter your response and click Send.

When you reply to email messages in the Email related list on cases, the From: field on your email may display to r ecipients as no-
[email protected] [email protected]. This is due to how the recipients' email applications receive Send and From headers
on inbound email. By default, an Enable Sender ID compliance setting is selected for your organization, w hich enables email messages
sent from Salesforce to comply w ith email applications that require Sender headers for delivery. For more infor mation, see Configuring
Deliverability Settings.

 Click To All to respond to all participants on an email thread.

 Click the subject of the email to view the email. From the email, you can reply to the sender, reply to everyone, forw ard the
email, or delete it.
 While view ing an email, you can display a list of all the emails associated w ith the case by clicking Em ail Message List, and
you can navigate to the case's other emails by clicking Next or Previous.

Note: The Em ail Message List, Next, and Previous links are not available in the Customer Portal and partner portal.

 While view ing an email, clic k Forw ard to forward it. The email automatically includes the email body as received from the
customer. Optionally, enter text and clic k Send.
 If the or iginal email w as an HTML email, you can clic k the Click here to view HTML version link to see the HTML version. If
you w ant to see the entire email header, click the Click here to view original em ail headers link.
 To view any attachments contained in incoming emails, go to the Attachments related list of the email. To view attachments
sent w ith outbound emails, view the Attachments related list of outbound emails.

Note: The s ize limit for an attachment is 5 MB. The user w ho configured the email agent can view its log file to see if any attachments
exceeded the size limit.

 Click Del to delete an email. Note that a deleted email can be retr ieved from the Recycle Bin. How ever, if you delete an email
from a case, then delete the case, you w ill not be able to retrieve the deleted email from the Recycle Bin.

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In the Email related list, emails are listed in the order received according to the most recent. Emails in the related list display one of the
follow ing statuses:

Em ail Status Description

An inbound email that has not been read.

New The contents of the Subject field display in bold for emails w ith a New Status.

An inbound email that has been read but not replied to.
Read

An outbound email.
Sent

An inbound email that has been replied to. Replying to a sent email gives it a replied status.
Replied

When a case contains a new (unread) email, an “ Email” task associated w ith that case is automatically created in the case ow ner's task
list w ith the email subject displayed. The ow ner can easily see the new task on the Home tab or from the Open Activities related list of
the case. From the tas k, the ow ner can click a link to v iew the email associated w ith the case. When the user responds to the email, the
task is removed from the ow ner's task list and added to the case's Activity History related list. The user can also move an email task to
which they have not responded to the Activity History related list by changing its status to “ Completed.”

Note: When inbound emails create a new case and your assignment rules route that case to a queue, the “ Email” task is assigned to
the user configured in the email agent.

If an inbound email does not contain the email address of an existing contact, then the Web Name field on the case is automatic ally
updated w ith the name in the From field of the email, and the Web Email field on the case is automatically updated w ith the addr ess
provided in the inbound email.

Tip: When running the Cases w ith Emails report, add the Is Incoming field to the report to see the cases received via Email-to- Case.

Support Reports

Available in All Editions (Your Salesforce Edition deter mines w hich reports you see.) Not Available in Database.com

Use support reports to track the number of cases created, case comments, case emails, case ow ners, case contact roles, cases w ith
solutions, the length of time since the case last changed status or ow ner, and the history of case fields. You can also report on the
solutions for your organization, including solution history, the languages in w hich solutions have been w ritten, and w hether translated
solutions are out of date. If you have enabled the Self-Service portal, you can run r eports to trac k usage of your Self-Service portal.

Special Features of Support Reports

Consider the follow ing w hen running support reports:

Standard Reports
 Choose the Translated Solutions report to summarize the translated solutions associated w ith each master solution.
 Choose the Contact Role report to show all cases w ith their associated contact roles.
 Choose the Cases w ith Articles report to see the artic les attached to cases. This report is only available if Salesforce
Know ledge is enabled.
The report displays artic les even if they're not marked as available for the internal app channel. Also, you can't report on any custom
fields on articles.

Report Types
 You can create a custom report to view a list of cases w ith milestones by choosing the Cases w ith Milestones report
type. Milestones are required steps in your support process. They're metr ics that represent service levels to provide to each of
your customers. Examples of milestones include first response and resolution times on cases. This report type is only
available if entitlements are enabled.

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 Choose the Case History and Solution History report types to track the history of standard and custom fields on cases and
solutions w here field histories are set up for tracking. Use these reports to see tracked fields' old and new values. You can't
use filter conditions to search the results of the Old Value and New Value fields.
 You can create a custom report to view a list of both inbound and outbound emails by case by choosing the Cases and Emails
report type. This type of report is only available to organizations w ith Email-to- Case or On-Demand Email-to- Case enabled.
 You can run case lifecycle reports to view the results of the Range field, w hich indicates the length of time s ince the case last
changed status or ow ner. Each time the status or ow ner changes, the counter begins again at zero.

Custom Report Types

Use custom report types to define report criteria from w hich users can run and create reports on entitlements, service contracts, and
contract line items. After entitlement management is enabled, Salesforce automatically includes the follow ing custom report types:

Custom Report Type Description Report Type Location

Accounts w ith entitlements w ith contacts Lists accounts w ith entitlements that Accounts & Contacts
include contacts (named callers).

Service contracts w ith contract line items Lists service contracts w ith contract line Customer Support Reports
items (products).

Service contracts w ith entitlements Lists service contracts w ith entitlements. Customer Support Reports

Tips for Support Reports

 You can choose to view the Age of a case in days, hours, or minutes. The age of an open case is the elapsed time from
creation to the present. The age of a closed case is the elapsed time from creation to the clos ing time of the case. Note that
the age of a case does not take into account any holidays that are associated w ith the case's business hours. Holidays
suspend business hours during specified dates and times. For more information, see Setting Holidays.
 You can limit any case report to cases ow ned by users or cases in queues. Choose User Ow ned Cases or Queue Ow ned
Cases from the View drop-dow n at the top of a case report.
 If tags are enabled, you can tag any custom report. When view ing the report, click Add Tags or Edit Tags in the Tags area
directly under the colored title bar to tag the report. If the report has already been tagged, click one of the tag names to view a
list of all records and reports w ith that tag.
 You can create a case report containing contact email addresses, export that data to Excel, and then do a mass mail merge
using Microsoft® Word. See the Salesforce Bulk Mail Merge Process document for instructions.
 You can create a custom report on solutions and categories. Select the Category Namefield to display the solution’s category
and the Parent Category Name field to display the category directly above the solution’s category.
 If you restrict your report to solutions in a particular category, the report includes only solutions that are directly associated w ith
that category. It does not include solutions in subcategories of the specified category.
 To report on uncategorized solutions, use the advanced report filters. Choose the Category Name field and the “equals”
operator, and leave the third field blank.
 When reporting on case comments, use the Public Case Commented field to indicate if the comment is private or public.
Public comments are indicated w ith a check mark. To limit report results to public comments, customize the report and add a
field filter w here Public Case Commented equals True. Likew ise, the filter Public Case Commented equals 0yields only private
case comments.
 When reporting on first-call resolution of cases, add the Closed When Created field to your report. This field indicates cases
that w ere closed by support reps via the Save & Close button dur ing the creation of the case.
 Choose the Closed by Self-Service User field to report on how many cases have been c losed by users via suggested solutions
on the Self-Service portal.
 When reporting on cases, add the Parent Case Number field to your report. This field indicates if a case is associated w ith a
parent case.
 You can report on case teams in w hich you are a member. After you run a case report, select My team's cases from
the View filter. For more infor mation, see Case b. Overview .
 Portal users can only report on objects set to Private in the organization-w ide default sharing model. Some objects, such as
solutions and articles, are not included in the shar ing model and cannot be reported on by Customer Portal users. For more
information, see Setting Your Organization-Wide Sharing Defaults.

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Support Report Fields

In addition to the standard and custom fields for cases and solutions, you can report on the follow ing fields in support reports:

Cases
Field Description

# Cases The number of cases submitted by Self-Service users via the Self-Service portal.
Submitted (Self-Service Usage Report)

# Cases View ed The number of cases view ed by Self-Service users via the Self-Service portal.
(Self-Service Usage Report)

# Comments The number of comments added to all cases by Self-Service users via the Self-Service portal.
Added (Self-Service Usage Report)

Entitlement The time the case entered an entitlement process. See Entitlement Process.
Pr ocess Start This field displays if an entitlement process applies to the case.
Time

Entitlement The time the case exited an entitlement process. See Entitlement Process.
Pr ocess End Time This field displays if an entitlement process applies to the case.

Super User A contact enabled to view case information, add comments, and upload attachments for all cases submitted v ia
the Self-Service portal by anyone in his or her company.
(Self-Service User Report)

Self-Service A checkbox show ing a comment w as added to a case via the Self-Service portal.
Commented

New Self-Service A checkbox show ing a comment has been added to a case via the Self-Serviceportal and has not been review ed
Comment by the case ow ner.

Is Incoming A checkbox show ing a case w as received by email via the Email-to- Case or On-Demand Email-to- Case feature.
(Cases w ith Emails Report)

Age The age of an open case is the elapsed time from creation to the present. The age of a closed case is the elapsed
time from creation to the c losing time of the case. Note that the age of a case does not take into account any
holidays that are associated w ith the case's business hours. Holidays suspend business hours dur ing specified
dates and times. For more infor mation, see Setting Holidays

Closed A checkbox show ing a case has a closed status.

Escalated A checkbox show ing a case w as escalated by an escalation rule.

Public Case A checkbox show ing a case has comments that may be displayed via the Self-Service portal.
Commented

Has Attachment A checkbox show ing a case w ith emails has attachments.
(Cases w ith Emails Report)

Old Value The value in a tracked case or solution field before it w as changed.
(Case History Report and Solution History Report)

New Value The value in a tracked case or solution field after it w as changed.
(Case History Report and Solution History Report)

Business Hours The number of business hours that have elapsed since a case w as last updated. Note that holidays are not taken
into account for this field. Holidays suspend business hours during specified dates and times.
(Case History Report)

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Cases
Field Description

Business Hours The number of hours that elapsed since the same field on a case w as last updated. Note that holidays
Since Similar are not taken into account for this field. Holidays suspend business hours during specified dates and times.
Change (Case History Report)

History ID The unique identifier for each change tracked on a specified case or solution field.
(Case History Report and Solution History Report)

Contact Account The account associated w ith the contact on the case. View together w ith theAccount Name field to see if the
Name account on the case is different from the account on the contact.

Parent Case ID The ID of a parent case, w hich can be used to access a parent case via the A PI. For more infor mation about
parent cases, see View ing Case Hierarchies. For more infor mation about the A PI, see the Web Services API
Developer's Guide.

Solutions
Field Description

# Solution Searches The number of solution searches perfor med by Self-Service users via the Self-Service portal.
(Self-Service Usage Report)

Self-Service Access The number of times a solution w as view ed in the Self-Service portal.
Count

Self-Service Answ er The number of times the survey question “ Does this Solution help you answ er your question?” is answ ered,
Count either positively or negatively, on a solution in theSelf-Service portal.

Self-Service Positive The number of times the survey question “ Does this Solution help you answ er your question?” is answ ered
Count positively on a solution in the Self-Service portal.

Author The name of the user w ho originally created the solution.

Num Related Cases The number of cases associated w ith the solution.

Rev iew ed Checkbox that indicates w hether the solution has a review ed status.

Old Value The value in a tracked case or solution field before it w as changed.
(Case History Report and Solution History Report)

New Value The value in a tracked case or solution field after it w as changed.
(Case History Report and Solution History Report)

History ID The unique identifier for each change tracked on a specified case or solution field.
(Case History Report and Solution History Report)

Language The language in w hich the master solution is w ritten.

Translation The language in w hich the translated solution is w ritten.

Language (Translated Solutions report)

Solution ID The unique identifier for each solution.

(Translated Solutions report)

Out of Date Checkbox that indicates that the translated solution may need translating to match its master solution.
(Translated Solutions report)

Master Solution Title The title of the master solution. Displays up to 250 characters.

Translated Solution The title of the translated solution. Displays up to 250 characters.

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Solutions
Field Description

Title

Master Solution The solution details of the master solution. Displays up to 1000 characters.
Details

Translated Solution The solution details of the translated solution. Displays up to 1000 characters.
Details

WHICH OF THE FOLLOWING IS INLINE EDITING NOT SUPPORTED?

Choose 4 answ ers.

A. SYSTEM FIELDS
B. CASE STATUS
C. RELA TED LISTS
D. CONTA CT PHONE NUMBER
E. LIST VIEWS
F. REA D- ONLY FIELDS
G. CALCULA TED FIELDS
…
…
A. SYSTEM FIELDS
C. RELA TED LISTS
F. REA D- ONLY FIELDS
G. CALCULA TED FIELDS

Ed iting Data Using Inline Editing

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

User Perm issions Needed

To enable inline editing: “Customize Application”

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

To enable inline editing for your organization, see Customizing User Interface Settings.

To edit a record using inline editing:

1. Hover your mouse over the field you w ant to change:
 indicates an editable field
 indicates a read-only field (such as Last Modified By)
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.
Enter the new value. Press Esc w hile your cursor is in a field's edit box to revert a change for that field.
Click aw ay 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. Confir med changes display in bold orange text. To revert a change, clic k
next to the field.
Pr ess Enter again or click Save to commit all confir med changes.

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Im portant: Salesforce doesn't save confir med changes to field values until you commit them by pressing the Enter key a second time
or clicking Save. Navigating aw ay from the page w ithout committing changes cancels all edits made to the record.

Tips for Saving Inline Edits

 Pr ess Enter w hile your cursor is in a field's edit box to confir m the change for that field.
 Pr ess Enter w hen 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, per missions or Visualforce pages.
 Inline editing isn't available for users w ith accessibility mode enabled.
 Inline editing isn't available for the follow ing standard checkboxes on case, lead, and account edit pages:
o Case Assignment (Assign using active assignment rules)
o Case Email Notification ( Send notification email to contact)
o Lead Assignment (Assign using active assignment rule)
o Territory Assignment ( Run territory assignment rules on save)
 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 w hich you have read-only access, either via field-level
security or your organization's shar ing model; how ever,Salesforce doesn't let you save your changes, and displays an
insufficient privileges error message w hen you try to save the record.
 Inline editing isn't supported in the dashboard.
 The fields in the follow ing standard objects are not inline editable.
o All fields in Documents and Pr icebooks
o All fields in Tasks except for Subject and Comment
o All fields in Events except for Subject, Desription, and Location
o Full name fields of Person Accounts, Contacts, and Leads. How ever, 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 tas ks, 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 follow ing table lists the objects that have inline editing restrictions on some of their fields. You may need
special per missions to view some of these fields:

Object Fields

All Objects All fields are editable except long text area fields.

Opportunities All fields are editable, except the follow ing fields are only editable on detail pages (not on list
views):
o Amount
o Stage
o Forecast Category
o Quantity

Leads All fields are editable, except Lead Status is only editable on detail pages (not on list view s).

Cases All fields are editable, except Case Status is only editable on detail pages (not on list view s).

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Object Fields

Contracts All fields are editable, except Contract Status is only editable on detail pages (not on list view s).

Events Only the follow ing fields are editable:

o Description
o Location
o Subject
o Type
o Custom fields

Tasks Only the follow ing fields are editable:

o CallType
o Description
o Subject
o Type
o Custom fields

Documents No fields are editable.

Pr icebooks No fields are editable.

WHY MIGHT TEA MS BE UTILIZ ED?

Choose 2 answ ers.

A. LEAD MA NA GEMENT
B. REPORTING
C. SHA RING
D. CA MPA IGN MA NAGEMENT
…
…
B. REPORTING
C. SHA RING

Account Teams Overview

Available in: Enterprise, Unlim ited, and Developer Editions

An account team is a team of users that w ork together on an account. For example, your account team may include an executiv e
sponsor, dedicated support representative, and project manager.

You can build an account team on each account that you ow n. When selecting an account team member, choose a role to indicate the
role the person plays on the account. Also, depending on your sharing model, you can specify the level of access each account team
member w ill have to the account and any contacts, opportunities, or cases associated w ith that account. So, you can give some team
members read-only access and others read/w rite access.

You can also set up a default account team. Your default account team should include the users that you nor mally w ork w ith on your
accounts. You have the option to automatically add your default account team to all of your accounts.

In a custom list view , you can filter account lists by the account teams in w hich you are a member. When creating or editing a custom
list view for accounts, simply select the My Account Teams filter. In account reports, you can filter accounts by the account teams in
which you are a member.

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Note: Account teams are not the same as sales teams, although they share the same set of available team member roles. Account
teams w ork together on accounts, w hile sales teams w ork together on opportunities.

Account and Contact Reports

Available in All Editions (Your Salesforce Edition deter mines w hich reports you see.) Not Available in Database.com

Use the reports in the Account and Contact Reports folder to gather infor mation about accounts and contacts.

Standard account reports give you infor mation about active, neglected, or new accounts, as w ell as accounts by account ow ner or
partner. The tw o standard contact reports let you create a mailing list of contacts or track opportunities by contact role. You can also
create custom reports for accounts and contacts.

Special Features of Account and Contact Reports

Consider the follow ing w hen running account and contact reports:

Standard Reports
 If your organization tracks field history on accounts or contacts, you can report on that infor mation using the account history or
contact history report.
 If your organization uses person accounts, fields specific to person accounts are available and prefixed w ith Person
Account: in account reports. In addition, you can include the Is Person Account field in both account and contact reports. Note
that your administrator may have renamed Person Account to another ter m, w hich w ill display here.

Tips for Account and Contact Reports

 With most account and contact reports, you start by specifying report parameters.
 If tags are enabled, you can tag any custom report. When view ing the report, click Add Tags or Edit Tags in the Tags area
directly under the colored title bar to tag the report. If the report has already been tagged, click one of the tag names to view a
list of all records and reports w ith that tag.
 You can also create a report of your contact infor mation, export that data to Excel, and then do a mass mail merge using
Microsoft® Word. See the Salesforce Mail Merge Processdocument for instructions.
 The Last Activity of an account and contact is the most recent due date of an activity on the record. The follow ing past or
future activities set this date:
o Any event
o 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.

 The standard View filter for account reports allows you to limit your account data according to the follow ing options. These
options vary depending on your organization's edition and setup.
o My accounts—Show s accounts that you ow n.
o My account team accounts—Show s accounts w here you are on the account team.
o My account team and my accounts—Show s accounts you ow n and those w here you are on the account team.
o My team's accounts—Show s your accounts and accounts ow ned by all of your subordinates in the role hierarchy.
o My territories—For organizations that use territory management, this option show s accounts that belong to the
territories to w hich you are assigned.
o My territory team's accounts—For organizations that use territory management, this option show s accounts that
belong to your territories and your territories' descendants.
o My team's account team and their ow n accounts—For users w ho report to you in the role hierarchy, shows accounts
they ow n or for w hich they are on the account team.
o All visible accounts—Show s all accounts that you can view , as determined by your sharing model.
o Territories—For organizations that use territory management, the additional Territories filter can be set to All, Multiple
Territories, or Missing Territory. How ever, the Territor ies filter on report results run from custom report types that
include territories does not include Multiple Territories or Missing Territor ies.

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o If your organization uses a Salesforce Customer Portal, add the Customer Portal Account field to your account
reports to view w hich accounts have contacts enabled to use the portal.
o When a report returns a list of contacts or person accounts, you can clic k Add to Cam paign to associate those
individuals w ith an existing campaign. The button only displays if you have the required per missions to manage
campaign members. For more information, see Adding Campaign Members from Reports.

Sales Teams Overview

Available in: Enterprise, Unlim ited, and Developer Editions

A sales team is a set of users that nor mally w ork together on sales opportunities. A typical sales team might include the account
manager, the sales representative, and a pre-sales consultant.

You can set the sales team for each opportunity that you ow n. You can add sales team members and select w hich role each of them
w ill play on the opportunity (for example., “ Executive Sponsor”). Most importantly, you can specify the level of access that each team
member has to your opportunity. Some team members may need read/w rite access and others may just need read-only access.

You can also set up a default sales team. Your default sales team should include the users that you nor mally w ork w ith on your
opportunities. You have the option to add your default sales team to all of your opportunities automatically.

In a custom list view , you can filter opportunity lists by the sales teams you belong to. When creating or editing a custom list view for
opportunities, select the My Sales Teams filter. In opportunity reports, you can filter opportunities by the sales teams in w hich you are a
member.

Note: Sales teams are not the same as account teams, although they share the same set of available team member roles. Sales teams
work together on opportunities, w hile account teams w ork together on accounts.

Opportunity Reports

Available in: Professional, Enterprise, Unlim ited, and Developer Editions

Standard Opportunity Reports

Using the standard opportunity reports, you can report on your opportunity pipeline and history, opportunity sources, opportunity types,
and more. The standard opportunity reports are listed and described in the opportunity reports folder.

To use these reports, click the Reports tab. In the Folders pane, select Opportunity Reports and then click Go! Then run the report.
 The Opportunity Pipeline report shows upcoming opportunities by stage.
 The Opportunity Product report show s upcoming opportunities by month and product.
 The Opportunities by Type report show s w hat types of opportunities are available.
 The Stuc k Opportunities report show s all open opportunities—grouped by stage and then sorted by age at that stage.
 The Opportunity Sources report show s what sources your opportunities are coming from.
 The Closed Opportunities report show s opportunities that have been w on.
 If your organization tracks status changes on opportunities, you can report on that infor mation using the Opportunity History
report.
 If your organization tracks field history on opportunities, you can report on that information using the Opportunity Field History
report.
 The Opportunity Stage Duration report shows how long an opportunity spent at each stage.
 The Partner Opportunities report show s either all partners associated w ith an opportunity or just the pr imary partners. To limit
your results to primary partners, customize the report and enter Primary equals True on the criteria page of the custom report
w iz ard.
 The Opportunity Sales Teams report show s information about the opportunities and sales teams you're a member of.
 The Opportunity Pipeline Trend report show s a historical snapshot of your opportunities. This report groups infor mation by
historical stage, listing the opportunity amounts grouped by stage for the previous months specified. It is available in
Pr ofessional, Enterpr ise, Unlimited, and Developer Edition organizations only.

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Standard Opportunity Report Types

You can create and run custom opportunity reports to include infor mation from associated objects, such as products, partners, and
quotes.

To create a custom opportunity report, from the Reports tab, clic k New Report. Select Opportunities as the type of data you w ant to
report on. Clic k Create to select the report's format and columns, and define any filters you w ant to use. Then run the report.
Salesforce offers several types of customizable opportunity reports:
 Opportunities Report
 Opportunities w ith Products Report
 Opportunities w ith Contact Roles Report
 Opportunities w ith Partners Report
 Opportunities w ith Competitors Report
 Opportunities w ith Sales Teams Report
 Opportunity History Report
 Opportunity Field History Report
 Opportunity Trends Report
 Opportunities w ith Contact Roles and Products Report
 Opportunities w ith Sales Teams and Products Report
 Opportunities w ith Quotes and Quote PDFs Report
 Opportunities w ith Quotes and Quote Line Items Report

Special Features of Opportunity Reports

 If your organization uses forecasting or customizable forecasting, you'll see forecast report options paired w ith opportunity
report options in the standard reports folders and the custom reports w izard.
 Opportunities ow ned by users w ho do not have a role in your organization's hierarchy are omitted from opportunity, forecast,
and sales reports. This restriction does not apply to Personal or Group Edition organizations, w hich do not have a role
hierarchy.
 For reports that include the Partner column (except for the Partner Opportunities report), only the primary partner of the
opportunity is displayed.

Tips for Working w ith Opportunity Reports

 Opportunity reports can inc lude all opportunity fields plus the follow ing columns, w hich provide additional detail.
o Age—For an open opportunity, the number of days since the opportunity w as created. For a closed opportunity, the
number of days betw een the creation date and the closed date.
o Stage Duration—The number of days the opportunity w as in the stage listed in the Stage column. You can run the
Opportunity Stage Duration report to see how much time an opportunity spent at different stages.
o Last Activity—The most recent due date of an activity on the opportunity record, including any opportunity event or
closed task.
 In Professional, Enterprise, Unlimited, and Developer edition organizations, the Hierarchy links let you brow se report results
based on the role or territory hierarchies. See Reporting on Your Team.
 If your organization uses territory management, the Hierarchy filter on opportunity reports lets you view data according to
either the role or territory hierarchies. In addition, theTerritories filter lets you display either opportunities from all territories or
opportunities that lack an associated territory.
 You can include the Pr imary Campaign Source field on all standard opportunity reports. This field is controlled by field-level
security.
 Use the View filter to limit your opportunity report results. View options vary depending on your organization's Edition and
setup.
o My opportunities—Show s only your opportunities.
o My team-selling opportunities—Shows opportunities for w hich you are on the sales team.
o My team-selling and my opportunities—Shows your opportunities and opportunities for w hich you are on the sales
team.
o My team's opportunities—Shows your opportunities and opportunities ow ned by all of your subordinates in the role
hierarchy.

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If your organization uses territory management, the effect of this option depends on the value of the Hierarchy filter above. If you
select Role, you see your opportunities and opportunities ow ned by all of your subordinates in the role hierarchy. If you select Territory,
you see opportunities that you ow n and any opportunities ow ned by your territories' descendants.

o My team's team-selling and their opportunities—For users w ho report to you in the role hierarchy, show s
opportunities they ow n or for which they are on the sales team.
o My territories—For organizations that use territory management, this option show s opportunities that belong to the
territories to w hich you are assigned.
o All opportunities—Show s all opportunities you can view .
 If tags are enabled, you can tag any custom report. When view ing the report, click Add Tags or Edit Tags in the Tags area
directly under the colored title bar to tag the report. If the report has already been tagged, click one of the tag names to view a
list of all records and reports w ith that tag.

HOW MA NY OBJECTS MAY BE IMPORTED OR UPDA TED USING THE DATA LOADER?

A. 1
B. 2
C. 5
D. 10
…
…
A. 1

Not Validated

WHEN A USER WITH PENDING A PPROVAL REQUESTS LEAV ES A N ORGANIZA TION. WHAT CA N A N A DMIN DO WITH THE
PENDING REQUEST?

Choose 2 answ ers.

A. MASS REMOV E FROM THE A PPROVAL PROCESS
B. NOTHING CA N BE DONE WITH THE REQUESTS
C. MA SS TRA NSFER THE PENDING A PPROVALS
D. MA SS UPDA TE WITH THE IMPORT WIZA RD
…
…
A. MASS REMOV E FROM THE A PPROVAL PROCESS
C. MA SS TRA NSFER THE PENDING A PPROVALS

Managing Multiple Approval Requests

Available in: Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To m anage multiple approval requests: “Modify All Data”

To transfer multiple approval requests from one user to another or to remove multiple approval requests from the approval process:

1. Before transferring an approval request, make sure the new assigned approver has access to read the records for the
approval requests. For example, a user that does not have read access to an Expenses custom object w ill not be able to view
expense approval requests.
2. Choose Your Name | Setup | Data Managem ent | Mass Transfer Approval Requests.

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3. Enter the search conditions that the approval requests you are transferring must match. For example, you could search for
approval requests that w ere submitted by a particular user by specifying Submitter equals js mith. For more infor mation,
see Enter ing Filter Criteria.
4. Click Find to search for approval requests that match.
5. Choose an option:
 Mass remove records from an approval process unlocks the records and removes them from any approval process
so they no longer appear on the approver's list of pending approval requests.
 Mass transfer outstanding approval requests to a new user allow s you to select a user and assign that user as the
approver for all approval requests selected.
Optionally, enter any comments to be stored w ith the approval requests. The comments you enter are displayed on the
Approval History related list if your administrator has customized it to include the Comments field.
Select the chec kbox next to each approval request you w ant to transfer or remove from the approval process, depending on
the option you selected previously.
Click Transfer or Rem ove, depending on the option you selected previously.

Approval Process Considerations

Available in: Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To use approvals: Various user per missions required depending on the action

Before you implement an approval process for your organization, consider the follow ing:
 Active approval processes cannot be deleted but they can be deactivated. Before deleting an approval process, make sure it is
inactive and that no records have been submitted for approval. If any records have been submitted, delete them and remove
them from the Recycle Bin.
 You can enable email approval response. The email approval response feature gives users the ability to approve or reject
email approval requests by replying to the email.
 After an approval process is activated, you can't add, delete, or change the order of the steps or change reject or skip behavior
for that process, even if you make the process inactive.
 There is a limit of 15 steps per process.
 There is a limit of 25 approvers per step.
 If you make your approval object a detail object in a master-detail relationship, the Ow ner field isn’t available for approval page
layouts or approval post templates.
 Educate your users on the criteria for each approval process and w hat each of your approval processes does. Users cannot
tell w hat approval process is triggered w hen they click Subm it for Approval.
 Records are locked w hile in an approval process. The ability to edit a locked record depends on the record editability setting of
the approval process:
o Administrators ONLY: Only users w ith the “ Modify All” object-level per mission for the given object, or the “ Modify All
Data” per mission, can edit locked records.
o Administrators or the currently assigned approver. The current approver and users w ho match the Administrators
ONLY criteria can edit locked records. The current approver must also have edit access to the record through their
per missions and the organization-w ide sharing defaults for the given object.
o You can still add campaign members to campaigns loc ked for approval.
 An error message displays for the user submitting an approval request if the approval request needs to go to the user's direct
manager and there is no direct manager for that user.
 An error message displays for the user submitting an approval request if the approval process has a field update that fails field
validation rules. This could happen for a field that is not visible on the user's page layout.
 An error message displays for the user submitting an approval request for an entitlement or service contract if both these
conditions are met:
o The approval process includes Record Ow ner as an initial submitter
o The user submitting the approval request isn't the ow ner of the account associated w ith the entitlement or service
contract

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 The Status field cannot be updated by approval processes. If you w ant to use the contract status as part of an approval
process, Salesforce recommends creating a custom status field.
 Approval processes that allow the user to select an approver manually also allow the user submitting a request to select
himself or herself as the approver.
 You cannot use email approval response w ith approval processes in w hich the assigned approver is a queue.
 You cannot create outbound messages for approval processes on junction objects.
 When the assigned approver is a queue:
o Any queue member can approve or reject an approval request that is assigned to the queue.
o When an approval request is assigned to a queue, the email notification is sent to the email address for the queue.
Depending on your queue settings, an email notification is also sent to each queue member.
o When an approval request is assigned to a queue, each queue member's delegated approver also receives an
approval request email notification.
o When an approval request is rejected and returned to the previous approver and the previous approver w as a queue,
the approval request is assigned to the user w ho approved it, instead of the queue.
o The Approval History related list displays the queue name in the Assigned To column and the actual user w ho
approved or rejected the approval request in the Actual Approver column.

Note: Queues are only available on specific objects. For more information on queues, see Managing Queues.

WHAT SHOULD A SYSTEM A DMINISTRA TOR CONSIDER BEFORE IMPORTING A SET OF RECORDS INTO SALESFORCE?

Choose 2 answ ers.

A. THE IMPORT FILE SHOULD INCLUDE A RECORD OWNER FOR EA CH RECORD.
B. CURRENCY FIELD VALUES WILL DEFA ULT TO THE PERSONA L CURRENCY OF THE RECORD OWNER.
C. DA TA SHOULD BE DE- DUPLICA TED IN THE IMPORT FILE PRIOR TO IMPORT.
D. VALIDATION RULES A RE NOT TRIGGERED WHEN IMPORTING DATA USING THE IMPORT WIZARD.
…
…
A. THE IMPORT FILE SHOULD INCLUDE A RECORD OWNER FOR EA CH RECORD.
C. DA TA SHOULD BE DE- DUPLICA TED IN THE IMPORT FILE PRIOR TO IMPORT.

Answer A is supported by the following:

Creating Export Files for Import Wizards

Available in: All Editions except Database.com

To import data into Salesforce, you first need to export the data from your existing application. This creates an export file of the
information you w ant to import.
 Exporting from A CT!
 Exporting from Outlook
 Exporting from GoldMine 4.0
 Exporting from GoldMine 5.0
 Exporting from Palm Des ktop
 Exporting from Other Data Sources
 Exporting from Salesforce

After creating the export file, compare your data w ith the Salesforce fields available for import, and verify that your data w ill be mapped
into the appropriate Salesforce fields. See Pr eparing Your Data for Import.

Your file can contain a mixture of some new records as well as updates for existing records. The option selected in the Matching
Type field deter mines w hether it is a new or existing record. When importing leads, you can choose w hether to match leads in your
import file w ith existing leads in Salesforce. Leads can be matched according to the follow ing types: Salesforce ID, name, or email.

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Choosing a matching type sets the criteria for avoiding duplicate leads. For example, if you are matching by email and a lead in your
source file has the same email as a lead in Salesforce, then that lead w ill be updated in Salesforce. If you are not matching by email
and a lead in your source file has the same email as a lead in Salesforce, then a new lead w ill be created.

Note
• If you are the administrator and are importing for multiple users, you must combine your export data into a single CSV file
using Excel.
• When importing new records, add or modify a Record Ow ner field in your file such that the field contains the names of existing,
active users. Enter the users’ full usernames (for example, “js mith@ac me.com”) or first and last names (for example, “Joe
Smith”, or “Smith Joe” for Asian locales). This w ill specify the ow ner of the imported data for an organization import. For lead
imports, you can also specify the name of a lead queue. Record ow ner fields do not get updated w hen records are updated via
import. All records retain their existing ow ners; and the Record Ow ner field in your import file is ignored for these records.
• When importing leads, you can alternatively use a lead assignment rule to specify the ow ners of the imported data, instead of
using a Record Ow ner field.

Answer B is refuted by the following:

Notes on Im porting Data

Available in: All Editions except Database.com

Organization import not available in: Personal Edition
Lead import not available in: Personal and Contact Manager Editions
Custom object import not available in: Personal Edition
Solution import not available in: Personal, Contact Manager, and Group Editions

 Field Accessibility—In the organization-w ide import w izards for accounts and leads, you can import data into any standard or
custom field even if it is hidden or read only in your page layout or field-level security settings. For the Import My Contacts
w iz ard, you can import data only into the fields that are editable for you in your page layout or field-level security settings.
See Managing Page Layouts and Field-Level Secur ity Overview . Field-level security is available in Enterprise, Unlimited, and
Developer Editions only.
 New Values for Picklists and Multi-Select Picklists—If your import file contains data to be displayed in picklists or multi-
select pic klists, the w izards w arn you w hen you attempt to import a new picklist value that does not match any valid picklist
values. If you ignore the w arning, the new value is automatically added to the imported record. Your administrator can later
edit the field to add the necessary values. Note that the import w izards do not allow you to import more than 100 new picklist
or multi-select picklist values for any field dur ing a single import. If your organization uses the Translation Workbench, the
import w izards look for matching translated values before creating new inactive picklist values. See Setting Up theTranslation
Workbench for more information.
 Multi-Select Picklists—To import multiple values into a multi-select picklist, separate the values by a semicolon in your import
file. You can import up to 100 values at a time in a multi-select pic klist field. If you have more than 100 values in your import
file for any one record, the import w izard leaves the field blank in that record.
 Checkboxes—To import data into a checkbox field, use 1 for checked values and 0 for unchecked values.
 Default Values—For picklist, multi-select picklist, and checkbox fields, if you do not map the field in the import w izard, the
default value for the field, if any, is automatically inserted into the new or updated record.
 Date/Tim e Fields—Ensure that the for mat of any date/time fields you are importing matches how they display
in Salesforce per your locale setting. For infor mation on setting your locale, see Editing Your Personal Infor mation.
 Form ula Fields—For mula fields cannot accept imported data because they are read only.
 Field Validation Rules—Salesforce runs validation rules on records before they are imported. Records that fail validation
aren't imported. Consider deactivating the appropriate validation rules before running an import if they affect the records you
are importing.
 Universally Required Fields—You must include universally required fields in your import files or the import w ill fail. For more
information, see About Universally Required Fields.

Answer C just makes sen se, and since the word is “ should” not “must” it can be selected, especially since D is refuted ;-)

Answer D is refuted by the following:

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Im porting Multiple Currencies

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

If your organization has set up the ability to use multiple currencies, you can import amounts in different currencies.

Im port My Accounts and Contacts

For personal imports, all amounts in new accounts and contacts are imported in your personal currency. When import updates amounts
in existing records, the amounts in your file are converted from your personal currency to the currency of the account or contact.
For example, if your personal currency is U.S. dollars, and your import file has 100 as the annual revenue of an existing account
w ith Account Currency of euros, then the new Annual Revenue value of the account w ill be EUR 92, assuming a conversion rate of
0.92 and “ EUR” as the currency code for euros.

Organization Im port
When importing accounts, contacts, custom objects, leads, or solutions for your organization, you can specify the currency type for
amount fields using the Currency ISO Code column in your import file. The follow ing rules apply:
 Entering currency codes - Enter a currency code in the Currency ISO Code column in your import file. Currency codes are
three letter codes that follow an international standard. For example, USD is the currency code for U.S. dollars. Click Your
Name | Setup |Com pany Profile | Manage Currencies to see a list of valid codes for your organization.
 Using one currency for accounts and contacts - If you are importing accounts and contacts, the Currency ISO
Code column applies to both an account and its associated contact. You cannot specify different currencies for associated
accounts and contacts.
 Updating the currency code - When updating the currency code but not the currency amount for existing accounts and
contacts, the existing amount is not converted to the corresponding number in the new currency.
 Entering inactive currencies - If you enter an inactive currency in your import file, your personal currency w ill be used
instead. How ever, amounts w ill not be modified. For example, if your file has AUD 100 for 100 Australian dollars but AUD is an
inactive currency for your organization, then it is imported as USD 100, assuming your personal currency is U.S. dollars.
 Om itting the Currency ISO Code colum n - When creating new records via importing, if you do not use the Currency ISO
Code column or fail to map it, your personal currency is used. For example, if your file has 100 and your personal currency is
U.S. dollars (currency code = USD), this is imported as USD 100.

When updating existing records via importing, if you do not use the Currency ISO Code column or fail to map it, any amounts are
interpreted as hav ing the existing currency of the record. For example, if your file has 100 for a record that has a currency of EUR (the
currency code for euros), this amount is interpreted as EUR 100.

WHICH ONES A RE TRUE ABOUT LEA D ASSIGNMENT RULES?

Choose 2 answ ers.

A. ACTIVATING A RULE WHEN ANOTHER IS CURRENTLY ACTIV E, DEA CTIVATES THE LATER AS THERE CA N ONLY BE ONE
ACTIV E LEA D ASSIGNMENT RULE AT A TIME.
B. ALL A CTIV E LEA D ASSIGNMENT RULES FIRE IN THE SEQUENCE THEY ARE LISTED IN THE LEA D ASSIGNMENT RULES
PA GE.
C. RULES CA N SET THE RECORD TY PE OF NEW LEA DS THA T ARE IMPORTED WITHOUT RECORD TY PES.
D. IF YOU A DD A RULE ENTRY A ND NOT ASSIGN A SORT ORDER TO FIRE LAST A MONG ALL OTHER ENTRIES IN THE SA ME
RULE.
…
…
A. ACTIVATING A RULE WHEN ANOTHER IS CURRENTLY ACTIV E, DEA CTIVATES THE LATER AS THERE CA N ONLY BE ONE
ACTIV E LEA D ASSIGNMENT RULE AT A TIME.
C. RULES CA N SET THE RECORD TY PE OF NEW LEA DS THA T ARE IMPORTED WITHOUT RECORD TY PES.

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WHAT HA PPENS WHEN YOU CONV ERT A LEA D?

Choose 2 answ ers.

A. LEADS THAT A RE MEMBERS OF MULTIPLE CA MPA IGN WILL DISPLAY ALL ASSOCIA TED CA MPA IGNS IN THE CA MPAIGN
INFLUENCE RELATED LIST OF THE OPPORTUNITY .
B. THE LAST CA MPA IGN THAT A LEA D BECA ME A MEMBER OF WILL BE LISTED AS THE PRIMA RY CA MPA IGN SOURCE..
C. REGA RDLESS IF THE LEA D IS A MEMBER OF A CA MPA IGN OR NOT, YOU HAVE TO MA NUALLY A DD INFLUENTIA L
CA MPA IGNS TO THE CA MPA IGN INFLUENCE RELATED LIST.
D. IF YOU CONV ERT THE LEA D FROM THE CA MPA IGN MEMBER DETA IL PA GE OF A CERTA IN CA MPA IGN, THAT CA MPA IGN
WILL BE LISTED AS THE PRIMA RY CA MPA IGN SOURCE IN THE CA MPA IGN INFLUENCE RELA TED LIST.
…
…
B. THE LAST CA MPA IGN THAT A LEA D BECA ME A MEMBER OF WILL BE LISTED AS THE PRIMA RY CA MPA IGN SOURCE..
D. IF YOU CONV ERT THE LEA D FROM THE CA MPA IGN MEMBER DETA IL PA GE OF A CERTA IN CA MPA IGN, THAT CA MPA IGN
WILL BE LISTED AS THE PRIMA RY CA MPA IGN SOURCE IN THE CA MPA IGN INFLUENCE RELA TED LIST.

WHAT WILL PREV ENT A SYSTEM A DMINISTRATOR FROM DELETING A CUSTOM OBJECT?

A. IF THAT OBJECT IS IN A MASTER- DETA IL RELATIONSHIP.

B. WHEN IT IS REFERRENCED IN A FORMULA FIELD FROM IN OTHER OBJECTS.
C. WHEN THERE IS A N ACTIV E A PPROVAL PROCESS ON THE OBJECT.
D. IF THA T OBJECT IS A TARGET OF A N A NALYTIC SNA PSHOT.
…
…
D. IF THA T OBJECT IS A TARGET OF A N A NALYTIC SNA PSHOT.

WHAT A RE REQUIRED WHEN CREA TING A NEW CUSTOM OBJECT TAB?

Choose 2 answ ers.

A. A CUSTOM OR STANDA RD OBJECT THAT HAS NO TAB Y ET.
B. A STANDA RD OR CUSTOM TAB STYLE.
C. A SPLASH PAGE.
D. V ISIBILITY TO AT LEAST USER PROFILE.
…
…
A. A CUSTOM OR STANDA RD OBJECT THAT HAS NO TAB Y ET.
B. A STANDA RD OR CUSTOM TAB STYLE.

WHICH ONES A RE TRUE ABOUT THE HTML EMA IL TRA CKING FEATURE IN SALESFORCE CRM?

Choose 2 answ ers.

A. YOU CA N TRA CK THE DA TE A N EMA IL WAS FIRST OPENED, THE NUMBER OF TIMES IT WAS OPENED, A ND THE DATE IT
WAS MOST RECENTLY OPENED.
B. HTML EMA IL STATUS RELATED LIST IS AVAILABLE IN BOTH STA NDA RD A ND CUSTOM OBJECTS PROV IDED THAT AN
EMA IL FIELD IS IN THE PAGE LAYOUT
C. THIS FEA TURE CA N RETROA CTIV ELY TRA CK EMA ILS WITHIN 30 DAYS PRIOR TO IT BEING ENABLED.
D. THIS INCLUDES A UTOMA TIC EMA ILS SUCH AS THOSE SENT THROUGH WEB-TO-LEA D A ND WEB-TO- CASE RESPONSE
RULES.
…
…
A. YOU CA N TRA CK THE DA TE A N EMA IL WAS FIRST OPENED, THE NUMBER OF TIMES IT WAS OPENED, A ND THE DATE IT
WAS MOST RECENTLY OPENED.

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D. THIS INCLUDES A UTOMA TIC EMA ILS SUCH AS THOSE SENT THROUGH WEB-TO-LEA D A ND WEB-TO- CASE RESPONSE
RULES.

A SYSTEM A DMINISTRATOR IS AT THE NEW USER PA GE. HE IS TRY ING TO ASSIGN THIS WOULD BE NEW USER ACCOUNT
A REA D ONLY PROFILE HOWEV ER, THIS PROFILE DOES NOT A PPEA R AS A N OPTION IN THE PROFILE PICKLIST. HOW WILL
YOU EXPLA IN THIS SCENA RIO?

Choose 2 answ ers.

A. THE SALESFORCE ORG HAS NO MORE AVAILABLE SALESFORCE LICENSE.
B. HE HAS TO CREA TE THE REA D ONLY PROFILE FIRST BEFORE HE IS ABLE TO SEE IT IN THE PROFILE PICKLIST AND
ASSIGN USERS TO IT.
C. THE REA D ONLY PROFILE IS DISABLED IN HIS SALESFORCE ORG.
D. THE USER LICENSE PICKLIST HAS A SALESFORCE PLA TFORM VALUE.
…
…
A. THE SALESFORCE ORG HAS NO MORE AVAILABLE SALESFORCE LICENSE.
D. THE USER LICENSE PICKLIST HAS A SALESFORCE PLA TFORM VALUE.

IN WHICH OF THE FOLLOWING SCENA RIO WILL YOU CREA TE A DATA VALIDA TION RULE?

Choose 2 answ ers.

A. A CUSTOM FIELD VALUE HAS TO BE THA T OF ANOTHER TWO FIELDS' CONNECTED WITH THE WORD "A ND".
B. THE MY DESCRIPTION TEXTA REA MUST NOT CONTAIN CERTA IN WORDS.
C. THE WHO FIELD MUST BE A CONTA CT FIRST NA ME.
D. THE WHO FIELD MUST HAVE A VALID PERSON'S NA ME - THA T IS, A NAME OR A NICK THAT DOESN'T HAV E NUMBERS
AND SY MBOLS IN IT.
…
…
B. THE MY DESCRIPTION TEXTA REA MUST NOT CONTAIN CERTA IN WORDS.
D. THE WHO FIELD MUST HAVE A VALID PERSON'S NA ME - THA T IS, A NAME OR A NICK THAT DOESN'T HAV E NUMBERS
AND SY MBOLS IN IT.

WHICH A RE LIMITA TIONS TO TIME TRIGGERS IN WORKFLOW RULES?

Choose 2 answ ers.

A. TIME TRIGGERS DO NOT SUPPORT MINUTES OR SECONDS.
B. YOU CA N'T A RCHIV E A PRODUCT OR PRICE BOOK THAT HAS PENDING A CTIONS.
C. IF A CA MPA IGN MEMBER BASED ON A LEA D IS CONV ERTED PRIOR TO THE COMPLETION OF TIME-BASED WORKFLOW
ACTIONS ASSOCIA TED WITH IT, SALESFORCE IS UNA BLE TO PERFORM THOSE TIME- BASED WORKFLOW A CTIONS.
D. Y OU CA N NOT DEA CTIVATE A WORKFLOW RULE WITH A PENDING TIME- BASED ACTION.
…
…
A. TIME TRIGGERS DO NOT SUPPORT MINUTES OR SECONDS.
B. YOU CA N'T A RCHIV E A PRODUCT OR PRICE BOOK THAT HAS PENDING A CTIONS.

CHOOSE THE CORRECT STATEMENTS ABOUT CA MPA IGN HIERA RCHIES.

Choose 2 answ ers.

A. EA CH CA MPA IGN CA N ONLY HAV E ONE PA RENT CA MPA IGN A ND ONE CHILD CA MPA IGN.
B. EA CH CA MPA IGN CA N ONLY HAV E ONE PA RENT CA MPA IGN A ND ONE SIBLING CA MPA IGN.
C. EA CH CA MPA IGN CA N HAVE UNLIMITED PA RENT CA MPA IGN A ND ONE CHILD CA MPA IGN.

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D. EA CH CA MPA IGN CA N ONLY HAVE ONE PA RENT CA MPA IGN AND UNLIMITED CHILD CA MPA IGN.
E. EA CH CA MPA IGN CA N HAV E A N UNLIMITED NUMBER OF SIBLINGS A ND CHILD CA MPA IGNS.
…
…
D. EA CH CA MPA IGN CA N ONLY HAVE ONE PA RENT CA MPA IGN AND UNLIMITED CHILD CA MPA IGN.
E. EA CH CA MPA IGN CA N HAV E A N UNLIMITED NUMBER OF SIBLINGS A ND CHILD CA MPA IGNS.

WHAT IS A PROFILE IN SALESFORCE CRM?

A. YOUR BASE SALESFORCE.COM PERMISSIONS BEGIN WITH THE PROFILE. HERE Y OU DEFINE DEFA ULT PERMISSIONS
FOR EA CH OBJECT (STA NDARD AND CUSTOM) AS REA D, REA D/WRITE, REA D/WRITE/TRA NSFER, PRIVA TE (Z ERO PERMS),
OR CONTROLLED BY PARENT RECORD.
B. PROFILES EXTEND PERMISSIONS ON RECORDS OWNED BY PEOPLE IN LOWER ROLES TO PEOPLE IN ROLES UP THE
ROLE HIERA RCHY TREE. FULL PERMISSIONS FOR RECORDS ACROSS ALL OBJECTS A RE EXTENDED.
C. A PROFILE CONTA INS THE SETTINGS AND PERMISSIONS THAT CONTROL WHAT USERS WITH THA T PROFILE CA N DO
WITHIN SALESFORCE, THE PA RTNER PORTAL, AND THE CUSTOMER PORTAL.
…
…
C. A PROFILE CONTA INS THE SETTINGS AND PERMISSIONS THAT CONTROL WHAT USERS WITH THA T PROFILE CA N DO
WITHIN SALESFORCE, THE PA RTNER PORTAL, AND THE CUSTOMER PORTAL.

BRUNO SET UP WEB- TO-LEA D. HE CREA TED A CUSTOM FORM WHICH WORKED WELL UPON TESTING. HE ALSO CREA TED
AN EMA IL TEMPLA TE A ND SET IT AS THE DEFA ULT RESPONSE TEMPLA TE BUT HE DID NOT SET A NY AUTO RESPONSE
RULE. WHAT DO YOU THINK WILL HA PPEN?

A. NO RESPONSE EMA IL WILL BE SET UNLESS HE SET AT LEA ST ONE A CTIV E A UTO RESPONSE RULE.
B. RESPONSE EMA ILS WILL BE SENT TO ALL NEW LEA DS CREA TED FROM THE WEB- TO-LEA D FROM.
C. THIS CA N NOT HA PPEN AS IT IS REQUIRED TO CREA TE A N A UTO RESPONSE RULE IN THE FIRST PLACE.
D. RESPONSES WILL STILL BE SENT IF BRUNO IS THE DEFA ULT LEA D CREA TOR.
…
…
B. RESPONSE EMA ILS WILL BE SENT TO ALL NEW LEA DS CREA TED FROM THE WEB- TO-LEA D FROM.

At first this may seem counter-intuitive, but in the documentation for Preparing to Setup Web-to-Lead, the bullet point on
email templates for auto-responses states: “Create public email templates for the automated notification email that will be
sent to prospect s upon submission of each web lead. If you plan to set up email response rules to u se different email
templates depending on the information submitted, create one default template to send when none of your respon se rules
apply.” This not entirely clear from the guidance, but if you have no auto-response rules whatsoever, but you do have a
default auto-response template, then web-to-lead auto-responses WILL BE sent out u sing this default template (I confirmed
this via experimentation). On the other hand, if you do not have any auto-response rules, and you do not have a default auto-
respon se template, then no web-to-lead auto-responses are sent (I confirmed this via experimentation as well).

WHAT HA PPENS WHEN YOU DELETE A CUSTOM OBJECT?

A. THE CUSTOM OBJECT WILL BE STORED IN THE RECY CLE BIN TOGETHER WITH THE DATA IN IT FOR 60 DAYS PRIOR TO
COMPLETE REMOVAL FROM THE SYSTEM.
B. UNTIL PERMA NENTLY ERA SED, THE CUSTOM OBJECT A ND ITS DATA STILL COUNT A GAINST THE MA XIMUM NUMBER OF
ITEMS ALLOWED IN YOUR ORGA NIZATION.
C. THE CUSTOM OBJECT, ITS DA TA AND THE CUSTOM TAB ASSOCIA TED TO IT WILL A PPEA R IN THE DELETED CUSTOM
OBJECTS LIST FOR 45 DAYS.
D. THE OBJECT'S DA TA RECORDS CURRENTLY IN THE RECY CLE BIN CAN ONLY BE RESTORED IF THE OBJECT ITSELF IS
RESTORED.

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…
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B. UNTIL PERMA NENTLY ERA SED, THE CUSTOM OBJECT A ND ITS DATA STILL COUNT A GAINST THE MA XIMUM NUMBER OF
ITEMS ALLOWED IN YOUR ORGA NIZATION.

HOW DO YOU DESCRIBE THE CA PA BILITIES OF A ROLE?

A. IF THE GRA NT A CCESS USING HIERA RCHIES OPTION IS DISABLED FOR A STANDA RD OR A CUSTOM OBJECT, ONLY THE
RECORD OWNER A ND USERS GRANTED A CCESS BY THE ORGANIZA TION-WIDE DEFA ULTS RECEIV E A CCESS TO THE
OBJECT'S RECORDS.
B. USERS AT A NY GIV EN ROLE LEV EL CA N V IEW, EDIT, A ND REPORT ON ALL DA TA OWNED BY OR SHA RED WITH USERS
BELOW THEM IN THE HIERA RCHY, EV EN IF YOUR ORGA NIZATION’S SHA RING MODEL FOR A N OBJECT SPECIFIES
OTHERWISE.
C. ROLES CAN CONTROL THE LEV EL OF V ISIBILITY THAT USERS HAV E INTO YOUR ORGA NIZATION’S DA TA.
…
…
C. ROLES CAN CONTROL THE LEV EL OF V ISIBILITY THAT USERS HAV E INTO YOUR ORGA NIZATION’S DA TA.

PICK THE CORRECT STA TEMENTS ABOUT FORMULA FIELDS BELOW.

Choose 2 answ ers.

A. FORMULA FIELDS A RE REA D-ONLY FIELDS, A ND A RE DISPLAYED ON RECORD EDIT PA GES.
B. CURRENCY CODES CA NNOT BE USED IN FOMULA FIELDS.
C. FORMULA FIELDS CA N REFERENCE STANDA RD, CUSTOM, OTHER FORMULA FIELDS AND ITSELF.
D. FORMULA FIELDS CA N REFERENCE FIELDS WITHIN THE SA ME OBJECT, A PA RENT OBJECT, OR A LOOKUP OBJECT,
BUT NOT FIELDS ON CHILD OBJECTS.
…
…
B. CURRENCY CODES CA NNOT BE USED IN FORMULA FIELDS.
D. FORMULA FIELDS CA N REFERENCE FIELDS WITHIN THE SA ME OBJECT, A PA RENT OBJECT, OR A LOOKUP OBJECT,
BUT NOT FIELDS ON CHILD OBJECTS.

WHAT A RE THE STEPS TO SET UP THE CONSOLE TAB?

Choose 4 answ ers.

A. CREA TE CONSOLE LAYOUTS TO DEFINE WHA T OBJECTS ARE AVAILABLE TO USERS IN THE CONSOLE'S LIST V IEW
FRA ME.
B. CHOOSE THE RELA TED OBJECTS TO SHOW IN THE MINI V IEW.
C. DEFINE MINI PAGE LAYOUTS TO CUSTOMIZ E THE FIELDS A ND RELATED LISTS OF THE OBJECTS THA T DISPLAY IN THE
CONSOLE'S MINI VIEW.
D. ASSIGN USERS TO A CONSOLE LAYOUT TO PROV IDE THEM A CCESS TO SPECIFIC OBJECTS IN THE CONSOLE'S LIST
VIEW.
E. ADD THE CONSOLE TAB TO CUSTOM A PPS SO THA T USERS CA N ACCESS THE CONSOLE FROM SPECIFIC A PPS.
…
…
A. CREA TE CONSOLE LAYOUTS TO DEFINE WHA T OBJECTS ARE AVAILABLE TO USERS IN THE CONSOLE'S LIST V IEW
FRA ME.
B. CHOOSE THE RELA TED OBJECTS TO SHOW IN THE MINI V IEW.
C. DEFINE MINI PAGE LAYOUTS TO CUSTOMIZ E THE FIELDS A ND RELATED LISTS OF THE OBJECTS THA T DISPLAY IN THE
CONSOLE'S MINI VIEW.
E. ADD THE CONSOLE TAB TO CUSTOM A PPS SO THA T USERS CA N ACCESS THE CONSOLE FROM SPECIFIC A PPS.

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WHAT A RE THE ELEMENTS OF THE SHA RING MODEL?

Choose 3 answ ers.

A. VISIBILITY
B. EDITABILITY
C. USABILITY
D. TRA NSFERABILITY
…
…
A. VISIBILITY
B. EDITABILITY
D. TRA NSFERABILITY

PROCESS V ISUALIZ ER CA N BE USED TO DO WHICH OF FOLLOWING?

Choose 3 answ ers.

A. DISPLAY A FLOWCHART OF EA CH SAV ED A PPROVAL PROCESS
B. REINFORCE YOUR COMPA NY'S POLICIES BY DOCUMENTING THE DECISIONS Y OU REA CHED WHEN THE A PPROV AL
PROCESS WAS DESIGNED
C. PRINT A N A NNOTA TED V ERSION OF THE A PPROVAL PROCESS, WHERE NUMBERS A DDED TO THE DIAGRA M
CORRESPOND TO DETA ILS IN A TABLE, WHICH IS INCLUDED IN THE PRINTA BLE VIEW
D. SAV E AN A PPROVAL PROCESS TEMPLATE THAT CA N EA SILY BE REPLICA TED AND MODIFIED FOR OTHER USES.
…
…
A. DISPLAY A FLOWCHART OF EA CH SAV ED A PPROVAL PROCESS
B. REINFORCE YOUR COMPA NY'S POLICIES BY DOCUMENTING THE DECISIONS Y OU REA CHED WHEN THE A PPROV AL
PROCESS WAS DESIGNED
C. PRINT A N A NNOTA TED V ERSION OF THE A PPROVAL PROCESS, WHERE NUMBERS A DDED TO THE DIAGRA M
CORRESPOND TO DETA ILS IN A TABLE, WHICH IS INCLUDED IN THE PRINTA BLE VIEW

CHOOSE THE STATEMENTS THA T PROV IDE CORRECT INFORMA TION ABOUT CUSTOM LOOKUP RELATIONSHIPS IN
SALESFORCE CRM.

Choose 2 answ ers.

A. IT CREA TES A RELATIONSHIP THA T LINKS THIS OBJECT TO ANOTHER OBJECT.
B. A CUSTOM LOOKUP FIELD CA N POINT TO RECORDS IN THE SA ME OBJECT INCLUDING ITSELF.
C. VALUES IN LOOKUP FIELDS ARE A CTIV E HY PERLINKS TO THE RELA TED RECORD'S RELATED LISTS.
D. Y OU CA N BUILD A CUSTOM LOOKUP RELA TIONSHIP BETWEEN A N OBJECT A ND ITSELF.
…
…
A. IT CREA TES A RELATIONSHIP THA T LINKS THIS OBJECT TO ANOTHER OBJECT.
D. Y OU CA N BUILD A CUSTOM LOOKUP RELA TIONSHIP BETWEEN A N OBJECT A ND ITSELF.

WHAT HA PPENS WHEN YOU CREA TE A NEW WORKFLOW RULE?

A. A DEFA ULT FIELD UPDA TE ACTION WILL BE CREA TED.

B. A DEFA ULT EMA IL ALERT A CTION WILL BE CREA TED.
C. A DEFA ULT TASK WILL BE CREA TED.
D. A DEFA ULT OUTBOUND MESSAGE ACTION WILL BE CREA TED.
E. YOU HAV E TO DEFINE THE ACTION THE WORKFLOW WILL TRIGGER.
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E. YOU HAV E TO DEFINE THE ACTION THE WORKFLOW WILL TRIGGER.

WHEN DO Y OU USE A DASHBOA RD?

Choose 2 answ ers.

A. A GENERAL MA NA GER WOULD LIKE TO SEE A N OV ERVIEW OF THE PERFORMA NCE OF VA RIOUS DEPA RTMENTS IN HIS
JURISDICTION.
B. A CEO WANTS TO SEE HOW A PARTICULA R EMPLOY EE SPENDS HIS REGULAR DAY OF WORK.
C. WHEN EMPLOY EES WA NT TO SEE HOW THEY ARE FA RING IN VARIOUS KEY METRICS OV ER A PERIOD OF TIME.
D. WHEN A N EMPLOY EE WA NTS TO SEE HIS PERFORMA NCE BASED ON A KEY METRICS.
…
…
A. A GENERAL MA NA GER WOULD LIKE TO SEE A N OV ERVIEW OF THE PERFORMA NCE OF VA RIOUS DEPA RTMENTS IN HIS
JURISDICTION.
C. WHEN EMPLOY EES WA NT TO SEE HOW THEY ARE FA RING IN VARIOUS KEY METRICS OV ER A PERIOD OF TIME.

WHAT CA N BE SET WHEN CREA TING A CUSTOM A PP?

Choose 2 answ ers.

A. THE CUSTOM A PP LOGO AND ITS DIMENSIONS.
B. THE OBJECTS TO BE INCLUDED IN THE A PP.
C. THE DEFA ULT LANDING TAB.
D. THE ROLES WHO WILL HAV E A CCESS TO THE A PP.
…
…
B. THE OBJECTS TO BE INCLUDED IN THE A PP.
C. THE DEFA ULT LANDING TAB.

WHAT IS TRUE ABOUT THE NEW REPORT BUILDER?

Choose 2 answ ers.

A. IT ALLOWS YOU TO PICK FIELDS FROM CHECKLISTS.
B. YOU CA N REORDER REPORT COLUMNS BY GRABBING A COLUMN HEA DER A ND DRAGGING IT TO A NEW LOCA TION.
C. IT HA S A FIELD PA NE THA T LISTS ALL A CCESSIBLE FIELDS IN THE SELECTED REPORT TY PE, ORGA NIZ ED BY THE
SECTIONS DEFINED IN THE PA GE LAYOUT.
D. IT REQUIRES REPORT BUILDER USER PERMISSION.
…
…
B. YOU CA N REORDER REPORT COLUMNS BY GRABBING A COLUMN HEA DER A ND DRAGGING IT TO A NEW LOCA TION.
C. IT HA S A FIELD PA NE THA T LISTS ALL A CCESSIBLE FIELDS IN THE SELECTED REPORT TY PE, ORGA NIZ ED BY THE
SECTIONS DEFINED IN THE PA GE LAYOUT.

ACCESS TO DA TA AT THE RECORD LEV EL CA N BE CONTROLLED BY WHICH OF THE FOLLOWING?

Choose 2 answ ers.

A. ORGA NIZATION- WIDE DEFA ULTS
B. SHA RING RULES
C. ROLE HIERA RCHY
D. PROFILE
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…
A. ORGA NIZATION- WIDE DEFA ULTS
B. SHA RING RULES

Answer C (Role Hierarchy) does not, in and of itself, control access to records, becau se you have to click the ‘Grant Access
Using Hierarchies’ checkbox in the ORG-wide defaults screen (Setup | Administration Setup | Security Controls | Sharing
Settings). Ergo, it is not an answer that can stand on its own, whereas An swer A and Answer B can. An swer D (Profiles)
controls access to Objects and Attributes, not records, per se.

WHICH IS NOT A DEFA ULT LABEL OF A STANDA RD FIELD?

A. DO NOT CALL
B. DATE HIRED
C. OWNER
D. CURRENCY
…
…
B. DATE HIRED

HOW DO YOU CREA TE A MULTI- DAY EV ENT?

A. WHEN Y OU CREA TE AN EV ENT, TICK THE MULTI- DAY CHECKBOX.

B. WHEN Y OU CREA TE AN EV ENT, TICK THE ALL- DAY CHECKBOX.
C. CREA TE A N EV ENT SO THAT IT ENDS MORE THAN 24 HOURS AFTER IT STA RTS.
D. SET A N EV ENT TO RECUR AND YOU'LL GET A MULTI- DAY EV ENT.
…
…
C. CREA TE A N EV ENT SO THAT IT ENDS MORE THAN 24 HOURS AFTER IT STA RTS.

Answer A: There is no multi-day checkbox when you create an Event, though there is a ‘Enable M ultiday Events’ checkbox in
the Activity Settings (Setup | App Setup | Cu stomize | Activities | Activity Settings)

Answer B: All day is not multi-day ;-)

Answer D: A recurring event is not the same a s a multi-day event – e.g. 3-4pm every M onday.

WHERE DO YOU USE FOLDERS IN SALESFORCE CRM?

Choose 2 answ ers.

A. ACCOUNTS A ND CONTACTS
B. EMA IL TEMPLA TES
C. REPORTS A ND DASHBOA RDS
D. DOCUMENTS A ND CONTENTS
…
…
B. EMA IL TEMPLA TES
C. REPORTS A ND DASHBOA RDS

Answer D: Document s and Contents would be more apt to be stored in Libraries.

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PICK THE INCORRECT STA TEMENT ABOUT REPORT TY PES IN SALESFORCE CRM.

A. A REPORT TY PE DEFINES THE SET OF RECORDS AND FIELDS AVAILABLE TO A REPORT BASED ON THE
RELATIONSHIPS BETWEEN A PRIMA RY OBJECT A ND ITS RELATED OBJECTS.
B. REPORTS DISPLAY ONLY RECORDS THAT MEET THE CRITERIA DEFINED IN THE REPORT TY PE.
C. SALESFORCE CRM SYSTEM A DMINISTRA TORS MUST CREA TE CUSTOM REPORT TY PES IN ORDER TO CUSTOM
REPORTS.
D. ALL CUSTOM REPORTS A RE BUILT BASED ON A CERTA IN REPORT TY PE.
…
…
C. SALESFORCE CRM SYSTEM A DMINISTRA TORS MUST CREA TE CUSTOM REPORT TY PES IN ORDER TO CUSTOM
REPORTS.

WHAT SETTINGS ARE FOUND IN THE CHA RT EDITOR?

Choose 2 answ ers.

A. CHA RT TITLE A ND TEXT FORMA TTING.
B. BA CKGROUND COLOR OR BA CKGROUND IMA GE.
C. CHA RT POSITION RELATIV E TO THE REPORT.
D. CHA RT SIZ E IN TERMS OF PIXELS OR INCHES.
…
…
A. CHA RT TITLE A ND TEXT FORMA TTING.
C. CHA RT POSITION RELATIV E TO THE REPORT.

MA RGIE HAS A MARKETING USER PROFILE BUT SHE IS UNABLE TO CREA TE NEW CA MPA IGNS. SHE DOESN'T EV EN HAV E
A NEW BUTTON IN HER CA MPA IGNS HOMEPA GE. WHA T RESTRICTS HER FROM CREA TING NEW CA MPA IGNS?

A. HER USER PROFILE DOES NOT HAV E 'CREA TE' PERMISSION ON CA MPA IGNS.
B. HER USER A CCOUNT IS NOT ASSIGNED WITH A MARKETING USER FEA TURE LICENSE.
C. MA RGIE DOES NOT HAVE VISIBILITY ON CA MPA IGNS OR SHE A ND HER SUBORDINA TES HAVE NO OPEN OPPORT UNITY.
D. SHE DOES NOT HAVE THE MA RKETING USER CHECKBOX CHECKED IN HER USER PROFILE.
…
…
B. HER USER A CCOUNT IS NOT ASSIGNED WITH A MARKETING USER FEA TURE LICENSE.

Rational:

Not answer A becau se the M arketing User profile is a standard profile, which cannot be changed, and which has Read, Create,
Edit and Delete on the Campaign object. However, with JUST the Marketing User profile and nothing else, a user will not see
the New Campaign button (I confirmed this in a DEV org).

Not answer C becau se, the option might explain why a user would not be able to see a Campaign record created by a different
user – i.e. based on the role hierarchy – but this is not the problem described ;-)

Not answer D becau se the M arketing User checkbox is on a User’s record, not profile. This is su ch a fine distinction, and one
might conclude that answer s B and D are one in the same, because if one does not check the Marketing User checkbox on a
user’s record, then the Marketing User feature license does not get assigned to the user, but the fact that answer D refers to
the M arketing User checkbox on the u ser profile is enough to disqualify it.

Ergo: Answer B is the best an swer, because if the Marketing User feature license is not assigned to a user, then he or she will
not be able to create new Campaigns.

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A PA RTICULA R USER WA NTS TO SEE HIS USER MENU AS INDIV IDUAL LINKS INSTEA D OF BEING IN A DROP DOWN MENU
ON THE USER'S NA ME A T THE TOP OF THE PA GE WITHOUT LOSING THE ABILITY TO USE CHA TTER. WHA T WILL Y OU DO?

A. ENABLE A CCESSIBILITY MODE IN THE AFFECTED USER PROFILE.

B. ADV ISE THE USER TO CHECK THE A CCESSIBILITY MODE CHECK BOX IN HIS PERSONAL INFORMA TION.
C. A DV ISE THE USER TO USE A LEGA CY BROWSER.
D. EDIT THE USER INTERFA CE TO ENABLE A CCESSIBILITY MODE FOR YOUR SALESFORCE ORG.
…
…
B. ADV ISE THE USER TO CHECK THE A CCESSIBILITY MODE CHECK BOX IN HIS PERSONAL INFORMA TION.

WHICH CHA NGES IN DA TA TY PE OF AN EXISTING CUSTOM FIELD CA N CA USE DATA LOSS?

Choose 2 answ ers.

A. CHA NGING FROM PICKLIST TO MULTI- PICKLIST.
B. CHA NGING FROM PICKLIST TO TEXT.
C. CHA NGING TO OR FROM TY PE DATE OR DATE/TIME.
D. CHA NGING TO A CURRENCY FROM ANY OTHER TY PE.
…
…
C. CHA NGING TO OR FROM TY PE DATE OR DATE/TIME.
D. CHA NGING TO A CURRENCY FROM ANY OTHER TY PE.

WHAT IS TRUE ABOUT LEA D ASSIGNMENT?

Choose 2 answ ers.

A. ALL LEADS THAT A RE ASSIGNED TO YOU, EITHER MA NUALLY, VIA IMPORT, OR FROM THE WEB, ARE AUTOMA TICALLY
MA RKED AS “ UNREA D;”
B. YOU CA N CHA NGE OWNERSHIP OF LEA DS IN THE LEA D DETA IL PAGE AS WELL AS IN LIST V IEWS.
C. WHEN YOU A DD A LEA D TO A CA MPA IGN, ITS OWNERSHIP IS A UTOMA TICALLY TRANSFERRED TO THE CA MPA IGN
OWNER.
D. A USER GA INS OWNERSHIP OF A LEA D RECORD ONCE IT IS ASSIGNED TO A QUEUE HE IS A MEMBER OF.
…
…
A. ALL LEADS THAT A RE ASSIGNED TO YOU, EITHER MA NUALLY, VIA IMPORT, OR FROM THE WEB, ARE AUTOMA TICALLY
MA RKED AS “ UNREA D;”
B. YOU CA N CHA NGE OWNERSHIP OF LEA DS IN THE LEA D DETA IL PAGE AS WELL AS IN LIST V IEWS.

IF THE ‘CONFINE OPPORTUNITY ASSIGNMENT’ CHECKBOX IS SELECTED FOR A TERRITORY , THE TERRITORY'S
OPPORTUNITIES REMA IN IN THE TERRITORY OR ITS CHILD TERRITORIES WHEN YOU RUN ACCOUNT ASSIGNMENT
RULES. WITH THE FOLLOWING EXCEPTIONS:

Choose 3 answ ers.

A. IF A N OPPORTUNITY'S ACCOUNT MOV ES TO ONLY ONE OF THE TERRITORY'S CHILDREN, THEN THE OPPORTUNITY
FOLLOWS THE ACCOUNT AND IS REA SSIGNED TO THE A CCOUNT'S NEW TERRITORY.
B. THE OPPORTUNITY'S TERRITORY FIELD IS SET TO BLANK.
C. IF A N OPPORTUNITY'S A CCOUNT MOV ES TO MORE THA N ONE OF THE TERRITORY'S CHILDREN, THEN THE
OPPORTUNITY'S TERRITORY FIELD IS SET TO BLA NK.
D. IF A N OPPORTUNITY'S A CCOUNT MOV ES COMPLETELY OUT OF THE TERRITORY A ND ITS CHILDREN, THEN THE
OPPORTUNITY'S TERRITORY FIELD IS SET TO BLA NK.
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A. IF A N OPPORTUNITY'S ACCOUNT MOV ES TO ONLY ONE OF THE TERRITORY'S CHILDREN, THEN THE OPPORTUNITY
FOLLOWS THE ACCOUNT AND IS REA SSIGNED TO THE A CCOUNT'S NEW TERRITORY.
C. IF A N OPPORTUNITY'S A CCOUNT MOV ES TO MORE THA N ONE OF THE TERRITORY'S CHILDREN, THEN THE
OPPORTUNITY'S TERRITORY FIELD IS SET TO BLA NK.
D. IF A N OPPORTUNITY'S A CCOUNT MOV ES COMPLETELY OUT OF THE TERRITORY A ND ITS CHILDREN, THEN THE
OPPORTUNITY'S TERRITORY FIELD IS SET TO BLA NK.

WHICH FORMULA WOULD Y OU USE IN A VALIDATION RULE TO ENSURE THAT A CUSTOM DA TE FIELD CONTA INS A DATE
WITHIN THE CURRENT MONTH A ND Y EA R.

A. OR ( Y EAR( MY_DA TE__C ) <> Y EA R ( TODAY() ), MONTH( MY_DA TE__C ) <> MONTH ( TODAY() ) )
B. Y EAR( MY_DA TE__C ) <> Y EA R ( TODAY() )
C. Y EA R( MY_DA TE__C ) <= Y EA R ( TODAY() )
D. OR ( Y EA R( MY_DATE__C ) > Y EA R ( TODAY() ), MONTH( MY_DA TE__C ) <= MONTH ( TODAY() ) )
…
…
A. OR ( Y EAR( MY_DA TE__C ) <> Y EA R ( TODAY() ), MONTH( MY_DA TE__C ) <> MONTH ( TODAY() ) )

Answer A is correct in the sen se that it will evaluate to TRUE for any Custom Date that DOES NOT match the Year and Month
of Today, and it will evaluate to FALSE for any Custom Date that DOES match the Year and Month of Today. When a formula
evaluates to FALSE, it does not cause a Validation Rule error, thereby allowing the data value to be saved.

WHAT CA N YOU DO IN THE A PPEXCHA NGE?

Choose 4 answ ers.

A. YOU CA N BROWSE A ND DEMO A PPEXCHA NGE A PPS SUBMITTED BY OTHER SALESFORCE USERS.
B. INSTALL A PPS FROM THE A PPEXCHA NGE A ND DEPLOY IT INTO YOUR SALESFORCE ENV IRONMENT.
C. SHOP FOR A PPS A ND COMPONENTS BUILT FOR YOUR COMPUT ER.
D. SHA RE Y OUR OWN CUSTOMIZA TIONS AS A N A PP ON THE A PPEXCHA NGE.
E. RATE A ND COMMENT ON A PPS AVAILABLE IN THE A PPEXCHA NGE.
…
…
A. YOU CA N BROWSE A ND DEMO A PPEXCHA NGE A PPS SUBMITTED BY OTHER SALESFORCE USERS.
B. INSTALL A PPS FROM THE A PPEXCHA NGE A ND DEPLOY IT INTO YOUR SALESFORCE ENV IRONMENT.
D. SHA RE Y OUR OWN CUSTOMIZA TIONS AS A N A PP ON THE A PPEXCHA NGE.
E. RATE A ND COMMENT ON A PPS AVAILABLE IN THE A PPEXCHA NGE.

WHAT CA N ROLL-UP SUMMA RY FIELD DO?

Choose 2 answ ers.

A. ROLL- UP SUMMA RY FIELDS CALCULA TE VALUES FROM A SET OF RELA TED RECORDS, SUCH AS THOSE IN A RELATED
LIST.
B. CALCULA TE VALUES USING FIELDS WITHIN A SINGLE RECORD.
C. ROLL- UP SUMMA RY FIELD CA N AUTOMA TICALLY DISPLAY A VALUE ON A MASTER RECORD BASED ON THE VALUES OF
RECORDS IN A DETA IL RECORD.
…
…
A. ROLL- UP SUMMA RY FIELDS CALCULA TE VALUES FROM A SET OF RELA TED RECORDS, SUCH AS THOSE IN A RELATED
LIST.
C. ROLL- UP SUMMA RY FIELD CA N AUTOMA TICALLY DISPLAY A VALUE ON A MASTER RECORD BASED ON THE VALUES OF
RECORDS IN A DETA IL RECORD.

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IN WHICH CUSTOM TAB CA N Y OU SET WHETHER OR NOT THE SIDEBA R WILL DISPLAY?

A. CUSTOM OBJECT TAB

B. WEB TAB
C. V ISUAL FORCE TAB
…
…
B. WEB TAB

Makes sen se, especially if you are framing in Web screen s from another, external APP.

WHICH ONES A RE NOT TRUE WITH SHARING RULES?

Choose 2 answ ers.

A. WHEN Y OU DELETE A SHA RING RULE, THE SHA RING A CCESS CREATED BY THA T RULE IS AUTOMA TICALLY REMOV ED.
B. WHEN Y OU MODIFY WHICH USERS ARE IN A GROUP, ROLE, OR TERRITORY , THE SHA RING RULES A RE REEVALUATED
TO ADD OR REMOV E ACCESS AS NECESSA RY.
C. IF MULTIPLE SHA RING RULES GIV E A USER DIFFERENT LEV ELS OF A CCESS TO A RECORD, THE USER GETS THE MOST
RESTRICTIV E ACCESS LEV EL.
D. MA NA GERS IN THE ROLE HIERA RCHY A RE A UTOMATICALLY GRA NTED THE SA ME A CCESS THA T USERS BELOW THEM
IN THE HIERA RCHY HAV E FROM A SHARING RULE, REGA RDLESS IF THE OBJECT IS A STANDA RD OBJECT OR THE GRA NT
ACCESS USING HIERA RCHIES OPTION IS NOT SELECTED.
…
…
C. IF MULTIPLE SHA RING RULES GIV E A USER DIFFERENT LEV ELS OF A CCESS TO A RECORD, THE USER GETS THE MOST
RESTRICTIV E ACCESS LEV EL.
D. MA NA GERS IN THE ROLE HIERA RCHY A RE A UTOMATICALLY GRA NTED THE SA ME A CCESS THA T USERS BELOW THEM
IN THE HIERA RCHY HAV E FROM A SHARING RULE, REGA RDLESS IF THE OBJECT IS A STANDA RD OBJECT OR THE GRA NT
ACCESS USING HIERA RCHIES OPTION IS NOT SELECTED.

WHICH OF THE FOLLOWING A RE TRUE ABOUT ORGANIZA TION BUSINESS HOURS?

Choose 2 answ ers.

A. NO ONE, EXCEPT FOR THE SYSTEM A DMINSTRA TORS CA N LOG IN TO SALESFORCE OUTSIDE THEIR BUSINESS HOURS.
B. USERS WITH THE “ CUSTOMIZ E A PPLICA TION” PERMISSION CA N A DD BUSINESS HOURS TO ESCALATION RULES.
C. WHEN A CASE IS CREA TED, IT IS A UTOMA TICALLY ASSIGNED A 24/7 BUSINESS HOURS UNLESS A USER MA NUALLY
ASSIGNS A NOTHER OR A CASE ESCALATIONS RULE OV ERRIDE THE CURRENT BUSINESS HOURS.
D. DEFA ULT BUSINESS HOURS ON CASES CA N BE UPDA TED WITH BUSINESS HOURS ON ESCALA TION RULES IF THE
CASES MA TCH ESCALA TION RULE CRITERIA AND THE RULE IS SET TO OV ERRIDE BUSINESS HOURS.
…
…
B. USERS WITH THE “ CUSTOMIZ E A PPLICA TION” PERMISSION CA N A DD BUSINESS HOURS TO ESCALATION RULES.
D. DEFA ULT BUSINESS HOURS ON CASES CA N BE UPDA TED WITH BUSINESS HOURS ON ESCALA TION RULES IF THE
CASES MA TCH ESCALA TION RULE CRITERIA AND THE RULE IS SET TO OV ERRIDE BUSINESS HOURS.

WHEN A SSIGNMENT RULES FAIL TO LOCA TE A N OWNER, WHO WILL BE ASSIGNED OWNERSHIP OF THE CASE?

A. THE GENERAL QUEUE

B. THE OWNER SELECTED BY THE FIRST RULE ENTRY.
C. DEFA ULT CASE OWNER.
D. THE OWNER SELECTED BY THE LAST RULE ENTRY.
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…
C. DEFA ULT CASE OWNER.

A FEATURE IN SALESFORCE CRM THA T SPECIFIES THE STEPS NECESSA RY FOR A RECORD TO BE A PPROV ED AND WHO
MUST A PPROV E IT AT EA CH STEP.

A. WORKFLOW RULES PROCESS

B. VALIDA TION PROCESS
C. WORKFLOW A PPROVAL PROCESS
D. SALES PROCESS
…
…
C. WORKFLOW A PPROVAL PROCESS

WHICH A RE CUSTOM PROFILES?

Choose 2 answ ers.

A. STA NDA RD USER
B. MA RKETEER USER
C. SOLUTION MA NAGER
D. GLOBAL ADMINISTRA TOR
…
…
B. MA RKETEER USER
D. GLOBAL ADMINISTRA TOR

WHAT WILL HA PPEN WHEN YOU MASS DELETE CONTACTS?

Choose 3 answ ers.

A. CONTACT NOTES WILL ALSO BE DELETED.
B. ACCOUNTS ASSOCIA TED WITH THE CONTA CTS WILL BE DELETED.
C. ALL OPPORTUNITIES ASSOCIATED WITH THE CONTACTS WILL BE DELETED.
D. ALL ACTIV ITIES ASSOCIA TED WITH THE CONTA CTS WILL BE DELETED.
E. ALL LEA DS ASSOCIA TED WITH THE CONTA CTS WILL BE DELETED.
…
…
A. CONTACT NOTES WILL ALSO BE DELETED.
C. ALL OPPORTUNITIES ASSOCIATED WITH THE CONTACTS WILL BE DELETED.
D. ALL ACTIV ITIES ASSOCIA TED WITH THE CONTA CTS WILL BE DELETED.

THE SALESFORCE.COM IMPORT WIZA RD WILL DE- DUPLICA TE RECORDS BASED ON THE SPELLING OF THE A CCOUNT A ND
CONTACT NA ME IF THE "OV ERWRITE EXISTING ACCOUNT VALUES" CHECKBOX IS SELECTED. WHICH OF THE FOLLOWING
IS NOT A CONSIDERA TION WHEN DE- DUPLICA TING RECORDS USING THE IMPORT WIZA RD?

A. THE IMPORT WIZARD IS NOT CA SE SENSITIV E ( FORBES IS THE SA ME AS FORBES).

B. THE IMPORT WIZARD WILL IGNORE PUNCTUA TION A ND SPA CES ( IBM IS THE SA ME AS I.B. M.).
C. THE IMPORT WIZA RD WILL IGNORE SPELLING. (SHOP IS THE SA ME AS SHOPPE)
D. THE IMPORT WIZA RD WILL IGNORE THE FOLLOWING PIECES FROM A CCOUNT NA MES WHEN MATCHING ACCOUNT
NA MES: THE, CO, INC, CORP, CORPORA TION, COMPA NY, INCORPORA TED, LTD, INTERNA TIONAL, PLC, LLC, INTL, LIMITED.
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C. THE IMPORT WIZA RD WILL IGNORE SPELLING. (SHOP IS THE SA ME AS SHOPPE)

WHAT INFORMA TION IS ALWAYS FOUND ON A USER RECORD?

A. USER LICENSE, ROLE, PROFILE

B. FIRST NA ME, LAST NA ME, ALIAS
C. EMA IL A DDRESS, USERNA ME, COMMUNITY NICKNA ME
D. TITLE, COMPA NY, DEPA RTMENT
…
…
C. EMA IL A DDRESS, USERNA ME, COMMUNITY NICKNA ME

WHICH OF THE FOLLOWING CA N BE CONTROLLED BY PROFILE SETTINGS?

Choose 2 answ ers.

A. WHICH OBJECT PERMISSIONS THE USER IS GRA NTED TO CREA TE, REA D, EDIT, AND DELETE RECORDS
B. WHICH RECORD TY PES A RE AVAILABLE FOR THE USER TO CREA TE, REA D, EDIT, AND DELETE.
C. THE FIELD-LEV EL SECURITY ACCESS THA T THE USER HAS TO VIEW AND EDIT SPECIFIC FIELDS. IT ALSO SPECIF Y THE
DEFA ULT LEV EL OF A CCESS A USER HAS TO RECORDS.
D. THE HOURS DURING WHICH A ND IP A DDRESSES FROM WHICH THE USER CA N LOG IN
…
…
A. WHICH OBJECT PERMISSIONS THE USER IS GRA NTED TO CREA TE, REA D, EDIT, AND DELETE RECORDS
D. THE HOURS DURING WHICH A ND IP A DDRESSES FROM WHICH THE USER CA N LOG IN

WHAT A RE SOURCES FROM WHICH CASES CA N BE CREA TED?

Choose 2 answ ers.

A. WEB- TO-LEA D
B. WEB- TO-WEB
C. EMA IL- TO-CASE
D. SELF-SERV ICE PORTAL
…
…
C. EMA IL- TO-CASE
D. SELF-SERV ICE PORTAL

WHAT IS NOT TRUE ABOUT FOLDERS IN SALESFORCE CRM?

A. A FOLDER IS A PLA CE WHERE Y OU CA N STORE REPORTS, DA SHBOA RDS, DOCUMENTS, OR EMA ILS.
B. FOLDERS CA N BE PUBLIC, HIDDEN, OR SHA RED, A ND CA N BE SET TO REA D- ONLY OR REA D/WRITE.
C. A CCESS TO A FOLDER'S CONTENTS IS BASED ON ROLES, PERMISSIONS, PUBLIC GROUPS, A ND LICENSE TY PES.
D. Y OU CA N MAKE A FOLDER AVAILABLE TO YOUR ENTIRE ORGA NIZATION, OR MAKE IT PRIVATE SO THA T ONLY THE
OWNER HAS ACCESS.
…
…
A. A FOLDER IS A PLA CE WHERE Y OU CA N STORE REPORTS, DA SHBOA RDS, DOCUMENTS, OR EMA ILS.

A SYSTEM A DMINISTRATOR WILL HAVE TO CREA TE A REPORT TY PE IN WHICH OF THE FOLLOWING SCENA RIO?

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A. A SALES MA NAGER WOULD LIKE TO CREA TE A CUSTOM REPORT ON OPPORTUNITIES WITH QUOTES AND QUOTE LINE
ITEMS.
B. HE, THE A DMINISTRA TOR WOULD LIKE TO SEE A LIST OF NEW LOGIN LOCA TIONS A ND THE CORRESPONDING USERS
LOGGING IN IN THOSE LOCA TIONS.
C. THE HOSPITA L DIRECTOR WA NTS A REPORT ON THE PA TIENTS AND THEIR MEDICA L CONDITIONS.
D. A MA RKETING MA NAGER WOULD LIKE TO SEE A REPORT ON ACCOUNTS WITH ACCOUNT TEA MS.
…
…
C. THE HOSPITA L DIRECTOR WA NTS A REPORT ON THE PA TIENTS AND THEIR MEDICA L CONDITIONS.

WHICH VALIDATION FORMULA ENSURES THAT USERS DO NOT CHA NGE THE CLOSE DA TE OF A N OPPORTUNITY TO A DAY
IN THE PA ST?

A. CLOSEDATE < TODAY()

B. CLOSEDATE > TODAY()
C. CLOSEDA TE < DA TE( TODAY)
D. CLOSEDA TE > DA TE( TODAY)
…
…
A. CLOSEDATE < TODAY()

WHICH A RE TRUE ABOUT STANDA RD A ND CUSTOM REPORTS IN SALESFORCE CRM?

Choose 2 answ ers.

A. STA NDA RD REPORTS A RE NOT SEA RCHABLE IN GLOBAL SEA RCH.
B. YOU CA NNOT SAV E A CUSTOM REPORT IN A STA NDARD REPORT FOLDER.
C. Y OU CA N ADD A CHA RT TO A STA NDARD REPORT.
D. Y OU CA N SAV E YOUR CUSTOMIZA TIONS MA DE ON A STA NDARD REPORT TO MODIFY THA T SA ME REPORT.
…
…
A. STA NDA RD REPORTS A RE NOT SEA RCHABLE IN GLOBAL SEA RCH.
B. YOU CA NNOT SAV E A CUSTOM REPORT IN A STA NDARD REPORT FOLDER.

For starters, I believe that there are only Standard Report Types, not Standard Reports, and these are stored in Categories,
not Folders, so An swer B is quite fitting. Secondly, there is no way that a rational person could choose An swer C without also
feeling obligated to choose An swer D, lest the very act of adding the chart would have to be repeated over and over again!

WHICH IS NOT A STEP TO CREA TE WORKFLOW RULES?

A. SELECT THE OBJECT TO WHICH THE WORKFLOW RULE A PPLIES.

B. CONFIGURE THE WORKFLOW RULE SETTINGS A ND CRITERIA.
C. CONFIGURE THE WORKFLOW A CTIONS.
D. A CTIVATE THE WORKFLOW RULE.
E. NONE OF THE ABOV E
…
…
E. NONE OF THE ABOV E

WHICH OF THE FOLLOWING CHECK BOXES IN THE USER RECORD REQUIRES A CORRESPONDING FEA TURE LICENSES
WHEN CHECKED?

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Choose 2 answ ers.

A. KNOWLEDGE USER
B. ACCESSIBILITY MODE
C. ALLOW FORECASTING
D. FORCE.COM FLOW USER
…
…
A. KNOWLEDGE USER
D. FORCE.COM FLOW USER

WHICH OBJECTS MAY HAVE SHA RING RULES?

A. ALL STA NDA RD OBJECTS ONLY

B. CUSTOM OBJECTS ONLY
C. ALL STA NDARD AND CUSTOM OBJECTS
D. ALL CUSTOM OBJECTS A ND SOME STA NDARD OBJECTS
E. ALL STA NDA RD OBJECTS A ND SOME CUSTOM OBJECTS
…
…
D. ALL CUSTOM OBJECTS A ND SOME STA NDARD OBJECTS

CUSTOM SIDEBA R COMPONENTS IN THE SERV ICE CLOUD CONSOLE ALLOWS Y OU TO VIEW CA SE MILESTONES. WHA T IS
A CASE MILESTONE?

A. THESE A RE THE STAGES THAT AN OPPORTUNITY FOLLOWS IN THE SALES CY CLE.

B. MILESTONES A RE REQUIRED STEPS IN THE SUPPORT PROCESS WHICH REPRESENTS SERV ICE LEV ELS TO PRO VIDE
TO EA CH OF YOUR CUSTOMERS.
C. THEY ARE THE STAGES OF THE SUPPORT PROCESS.
D. MILESTONES REPRESENTS THE ENTITLEMENT OF A CUSTOMER.
…
…
B. MILESTONES A RE REQUIRED STEPS IN THE SUPPORT PROCESS WHICH REPRESENTS SERV ICE LEV ELS TO PRO VIDE
TO EA CH OF YOUR CUSTOMERS.

WHAT IS NOT A STEP TO SCHEDULE A REPORT TO RUN IN THE FUTURE?

A. RUN THE REPORT.

B. CLICK SCHEDULE FUTURE RUNS FROM THE DROPDOWN ON THE RUN REPORT BUTTON.
C. SELECT THE ASSOCIA TED DASHBOA RD.
D. SELECT EMA IL RECIPIENTS.
E. SPECIFY THE RUNNING USER.
…
…
C. SELECT THE ASSOCIA TED DASHBOA RD.

WHICH TY PE OF RECORDS CA N BE A DDED TO AS CA MPA IGN MEMBERS?

Choose 3 answ ers.

A. LEADS
B. CONTACTS

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C. FINA NCIAL MA NA GERS ( CUSTOM OBJECT)

D. OPPORTUNITIES
E. PERSON A CCOUNTS
…
…
A. LEADS
B. CONTACTS
E. PERSON A CCOUNTS

Answer D (Opportunities) inherit Campaign associations via associated (Leads) Contacts or Person Accounts

WHICH FIELDS ARE REQUIRED WHEN YOU SETUP A NEW USER RECORD?

Choose 2 answ ers.

A. FIRST NA ME
B. ALIAS
C. COMMUNITY NICKNA ME
D. TITLE
…
…
B. ALIAS
C. COMMUNITY NICKNA ME

Note on 20130422: Thanks to Sandeep Nehra for pointing out that this question did NOT have answer s, and for providing the
correct answers, which I have duly listed.

A STA NDARD PROFILE THAT HA S STA NDARD USER PERMISSIONS A ND HAS THE ABILITY TO MA NAGE PUBLISHED
SOLUTIONS A ND SOLUTION CATEGORIES.

A. SOLUTION USER
B. CONTRACT MA NA GER
C. SOLUTION MA NAGER
D. MA RKETING USER
…
…
C. SOLUTION MA NAGER

WHAT A RE CONSIDERA TIONS WHEN USING SHARING RULES?

Choose 2 answ ers.

A. YOU CA N USE SHA RING RULES TO GRA NT WIDER A CCESS TO DA TA. YOU CA NNOT RESTRICT A CCESS BELOW Y OUR
ORGANIZA TION-WIDE DEFA ULT LEV ELS.
B. SHA RING RULES A PPLY TO ALL NEW RECORDS THAT MEET THE DEFINITION OF THE SOURCE DATA SET. THEY WILL
ALSO A PPLY TO EXISTING RECORDS UPON MODIFICA TION.
C. SHA RING RULES A PPLY TO BOTH A CTIV E AND INACTIV E USERS.
D. WHEN YOU CHA NGE THE A CCESS LEV ELS FOR A SHA RING RULE, ALL EXISTING RECORDS ARE AUTOMA TICALLY
UPDA TED TO REFLECT THE NEW A CCESS LEV ELS IF THE NEW A CCESS LEV EL IS STRICTER THAN THE OLD.
…
…
A. YOU CA N USE SHA RING RULES TO GRA NT WIDER A CCESS TO DATA. YOU CA NNOT RESTRICT A CCESS BELOW Y OUR
ORGANIZA TION-WIDE DEFA ULT LEV ELS.
C. SHA RING RULES A PPLY TO BOTH A CTIV E AND INA CTIV E USERS.

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I.E. If an Inactive User own s data that an Active User need s to Read / Write / Transfer.

DESCRIBE THE DIFFERENCE BETWEEN STA NDA RD A ND CUSTOM FISCAL Y EA RS.

A. A STANDA RD FISCAL Y EA R IS ALWAYS BASED ON A 12- MONTH STRUCTURE.

B. CUSTOM FISCAL Y EA RS NEV ER STARTS IN JANUA RY.
C. CUSTOM FISCAL Y EARS COULD BE LONGER THA N 12 MONTHS.
D. A STA NDA RD FISCAL Y EAR ALWAYS STARTS IN JANUA RY AND ENDS IN DECEMBER OF THE SA ME Y EAR.
…
…
A. A STANDA RD FISCAL Y EA R IS ALWAYS BASED ON A 12- MONTH STRUCTURE.

A COMPA NY IS IMPLEMENTING SALESFORCE SERV ICE CLOUD CONSOLE. THE SYSTEM A DMIN IS DONE CUSTOMIZ ING
THE HIGHLIGHTS PA NELS FOR ALL OBJECTS; CREA TING A N A PP FOR THE SERV ICE CLOUD CONSOLE A ND ASSIGNING IT
TO THE 'CALL CENTER REP' USER PROFILE; SETTING UP INTERA CTION LOGS AND ASSIGNING THEM TO THE SA ME
PROFILE A ND SETTING UP A CTI ADA PTOR. SHE ALSO CREA TED FIV E (5) NEW USER A CCOUNTS AND ASSIGNED THEM
ALL WITH THE 'CALL CENTER REP' USER PROFILE. UPON TESTING, FOUR OF THE USERS A RE ABLE TO USE THE SERV ICE
CLOUD CONSOLE BUT ONE FAILS. WHAT RESTRICTS THE OTHER USER FROM LOGGING INTO THE SERV ICE CLOUD
CONSOLE?

A. THE A FFECTED USER IS ASSIGNED A SALESFORCE PLA TFORM USER LICENSE.

B. A SERV ICE CLOUD USER FEA TURE LICENSE IS NOT ASSIGNED TO THE AFFECTED USER.
C. THE AFFECTED USER IS ASSIGNED A MA RKETING USER FEA TURE LICENSE.
D. THE USER IS IN ACCESSIBILITY MODE.
…
…
B. A SERV ICE CLOUD USER FEA TURE LICENSE IS NOT ASSIGNED TO THE AFFECTED USER.

WHAT A RE THE COMPONENTS IN THE PA GE LAYOUT?

Choose 2 answ ers.

A. FIELDS A ND BUTTONS
B. CUSTOM LINKS A ND RELATED LISTS
C. CUSTOM S- CONTROLLS A ND A PEX TRIGGERS
…
…
A. FIELDS A ND BUTTONS
B. CUSTOM LINKS A ND RELATED LISTS

WHAT TY PES OF TAB CA N YOU CREA TE IN SALESFORCE CRM?

Choose 2 answ ers.

A. SEARCH ENGINE TABS,
B. WEB TABS,
C. CUSTOM OBJECT TABS.
D. A PEXSCRIPT TABS.
…
…
B. WEB TABS,
C. CUSTOM OBJECT TABS.

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SELECT THE METHODS TO ASSOCIA TE LEA DS A ND CONTA CTS TO A CAMPA IGN.

Choose 3 answ ers.

A. ADD TO CA MPA IGN OPTION FROM CA MPA IGN HISTORY RELA TED LIST.
B. MASS ADD MEMBERS TO CA MPA IGN UNDER DATA MA NAGEMENT.
C. SEA RCH FOR CONTA CTS A ND LEA DS FROM THE MA NAGE MEMBERS PA GE.
D. MA SS A DD LEA DS TO CA MPA IGN A ND MASS A DD CONTACTS TO CA MPA IGN FROM THE CA MPA IGN OBJECTS' TAB.
…
…
A. ADD TO CA MPA IGN OPTION FROM CA MPA IGN HISTORY RELA TED LIST.
C. SEA RCH FOR CONTA CTS A ND LEA DS FROM THE MA NAGE MEMBERS PA GE.
D. MA SS A DD LEA DS TO CA MPA IGN A ND MASS A DD CONTACTS TO CA MPA IGN FROM THE CA MPA IGN OBJECTS' TAB.

A MA RKETING MA NAGER ADDED 25 LEA DS TO AN A CTIV E EMA IL CA MPA IGN. SHE SET THE MEMBER STATUS OF THESE
LEADS TO RESPONDED. HOWEV ER, WHEN SHE V IEWED THE CA MPA IGN DETA IL PA GE OF THE SA ME CA MPA IGN, ONLY
THE NUMBER OF LEA DS WAS INCREASED BY 25 BUT NOT THE TOTAL RESPONSES. WHAT COULD EXPLAIN THIS
SCENA RIO?

A. THE LEA DS DID NOT ACTUALLY RESPOND.

B. THE CA MPA IGN IS ALREA DY CLOSED WHEN SHE A DDED THE LEA DS.
C. THE RESPONDED VALUE OF THE CA MPA IGN MEMBER STATUS PICKLIST IS NOT SET TO BE COUNTED AS RESPO NDED
IN THE A DVANCED SETUP.
D. THE LEA DS SHE A DDED WERE ALREA DY CONV ERTED TO OPPORTUNITIES.
…
…
C. THE RESPONDED VALUE OF THE CA MPA IGN MEMBER STATUS PICKLIST IS NOT SET TO BE COUNTED AS RESPO NDED
IN THE A DVANCED SETUP.

CHOOSE THE CORRECT STATEMENTS ABOUT CUSTOM SUMMA RY FORMULAS?

Choose 2 answ ers.

A. CUSTOM SUMMA RY FORMULAS CALCULA TE A DDITIONAL TOTALS BASED ON THE NUMERIC FIELDS AVAILABLE IN THE
REPORT TY PE.
B. FORMULAS MUST BE 3900 OR FEWER CHA RA CTERS. YOU CAN CREA TE UP TO FIV E FORMULAS PER REPORT.
C. FORMULAS A RE REUSA BLE A CCROSS MULTIPLE REPORTS.
D. Y OU CA N CREA TE CUSTOM SUMMA RY FORMULAS IN ALL REPORT FORMA TS.
…
…
A. CUSTOM SUMMA RY FORMULAS CALCULA TE A DDITIONAL TOTALS BASED ON THE NUMERIC FIELDS AVAILABLE IN THE
REPORT TY PE.
B. FORMULAS MUST BE 3900 OR FEWER CHA RA CTERS. YOU CAN CREA TE UP TO FIV E FORMULAS PER REPORT.

AN EV ENT A PPEA RS ON THE SINGLE- USER VIEW OF Y OUR SALESFORCE CALENDA R BUT NOT ON THE MULTI- USER VIEW.
WHAT COULD EXPLAIN THIS SCENA RIO?

A. THE EV ENT FALLS OUTSIDE THE BUSINESS HOURS SET IN Y OUR COMPA NY PROFILE.
B. THE EV ENT FALLS OUTSIDE THE BUSINESS HOURS SET IN Y OUR COMPA NY PROFILE A ND ON YOUR PERSONAL
INFORMA TION.
C. THE EV ENT FALLS OUTSIDE THE BUSINESS HOURS SET ON YOUR PERSONA L INFORMATION.
D. Y OU HAV E NOT Y ET INVITED A NY OTHER USER TO THIS EV ENT.
E. NONE OF THE ABOV E.
…

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C. THE EV ENT FALLS OUTSIDE THE BUSINESS HOURS SET ON YOUR PERSONA L INFORMATION.

JOHN OWNS 20 OPPORTUNITIES. WHENEV ER THE REGIONA L SALES MA NAGER RUNS A N OPPORTUNITY REPORT, THESE
20 RECORDS DO NOT A PPEA R. IF YOU A RE THE SYSTEM ADMINISTRA TOR, WHAT WILL YOU CHECK TO CORRECT THIS
ISSUE?

A. CHECK IF JOHN'S USER LICENSE TO SEE IF HE IS NOT ASSIGNED A SALESFORCE PLATFORM LICENSE.
B. V ERIFY IF JOHN HA S A USER ROLE. -> V ERIFY THAT JOHN'S USER PROFILE IS ASSIGNED TO THE CORRECT ROLE - I.E.
IN THE REGIONAL SALES MA NAGER'S HIERA RCHY (BELOW THE RSM)
C. ENSURE THA T BOTH JOHN A ND THE REGIONAL SALES MA NAGER A RE MA RKETING USERS.
D. TICK THE 'ALLOW FORECA STING' CHECKBOX IN THA T REGIONAL SALES MA NAGER'S USER RECORD.
…
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B. V ERIFY IF JOHN HA S A USER ROLE. -> V ERIFY THAT JOHN'S USER PROFILE IS ASSIGNED TO THE CORRECT ROLE - I.E.
IN THE REGIONAL SALES MA NAGER'S HIERA RCHY (BELOW THE RSM)

WHICH OF THE FOLLOWING A RE CUSTOMIZABLE RELATED LISTS?

Choose 3 answ ers.

A. OPEN ACTIV ITIES.
B. NOTES & A TTACHMENTS.
C. A CTIV ITY HISTORY.
D. HTML EMA IL STA TUS.
…
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A. OPEN ACTIV ITIES.
C. A CTIV ITY HISTORY.
D. HTML EMA IL STA TUS.

WHERE DO YOU SET AN EXTERNA L ID?

A. AT THE EDIT LEA D CUSTOM FIELD PA GE. TICK THE EXTERNAL ID CHECKBOX.
B. AT THE NEW CUSTOM FIELD PA GE. TICK THE "UNIQUE" CHECKBOX..
C. A T THE NEW LEA D STANDA RD FIELD PA GE. TICK THE EXTERNA L ID CHECKBOX.
D. A T THE EDIT LEA D FIELD PA GE. TICK THE EXTERNAL ID CHECKBOX.
…
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A. AT THE EDIT LEA D CUSTOM FIELD PA GE. TICK THE EXTERNAL ID CHECKBOX.

A SYSTEM A DMINISTRATOR CREATED A CUSTOM OBJECT A ND BUILT A RELATIONSHIP BETWEEN IT A ND A CCOUNTS

WITH THE LATER AS THE MASTER OBJECT. IF HE RECENTLY ENABLED PERSON ACCOUNT IN THE SA ME ORG, WHICH
EXTRA STEP NEEDS TO BE DONE FIRST BEFORE HE CA N SEE THAT OBJECT IN PERSON ACCOUNT'S RELATED LIST?

A. ADD IT IN THE PERSON A CCOUNT PA GE LAYOUT.

B. REMOV E IT FROM BUSINESS A CCOUNT PA GE LAYOUT THEN A DD IT TO PERSON A CCOUNT PA GE LAYOUT.
C. BUILD A NEW RELATIONSHIP BETWEEN PERSON ACCOUNT A ND THA T OBJECT THEN A DD IT TO PERSON A CCOUNT
PA GE LAYOUT.
D. Y OU CA N NOT BUILD A RELA TIONSHIP BETWEEN PERSON ACCOUNT A ND A CUSTOM OBJECT.
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A. ADD IT IN THE PERSON A CCOUNT PA GE LAYOUT.

CHOOSE THE CORRECT STATEMENTS ABOUT REPORT FORMATS IN SALESFORCE CRM?

A. TABULA R REPORTS CA N HAV E CHA RTS.

B. YOU CA N CREA TE CUSTOM SUMMA RY FORMULAS IN SUMMA RY A ND MA TRIX REPORTS
C. SCATTER CHA RT CA N NOT BE ADDED IN A SUMMA RY REPORT WITH TWO OR MORE GROUPINGS.
D. A FTER Y OU A DD A GROUPING TO A TABULA R REPORT YOU CAN PROCEED TO A DD A CHART.
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B. YOU CA N CREA TE CUSTOM SUMMA RY FORMULAS IN SUMMA RY A ND MA TRIX REPORTS

THE SHA RING SETTING FOR CONTACTS IS "CONTROLLED BY PA RENT". JOHN HAS A PROFILE THA T HAS CREA TE
PERMISSION ON CONTACTS. WHICH OF THE FOLLOWING IS TRUE?

Choose 2 answ ers.

A. IF JOHN HAS REA D A ND EDIT PERMISSIONS ONLY ON A CCOUNTS HE CA N ONLY REA D A ND EDIT CONTA CTS.
B. JOHN WILL NOT BE ABLE TO SEE CONTA CTS ON A N A CCOUNT TO WHICH IS NOT V ISIBLE TO HIM.
C. JOHN CA N STILL CREA TE CONTACTS UNDER THOSE A CCOUNTS WHICH A RE VISIBLE TO HIM.
D. JOHN CA N STILL CREA TE CONTACTS TO ANY A CCOUNTS.
…
…
B. JOHN WILL NOT BE ABLE TO SEE CONTA CTS ON A N A CCOUNT TO WHICH IS NOT V ISIBLE TO HIM.
C. JOHN CA N STILL CREA TE CONTACTS UNDER THOSE A CCOUNTS WHICH A RE VISIBLE TO HIM.

WHO CAN Y OU GRA NT ACCESS TO OR REMOV E ACCESS FROM YOUR CALENDA R?

Choose 2 answ ers.

A. ROLES A ND SUBORDINA TES
B. ROLES, SUPERIORS AND SUBORDINA TES
C. OTHER USERS, PERSONAL A ND PUBLIC GROUPS,
D. USERS, GROUPS A ND PROFILES
…
…
A. ROLES A ND SUBORDINA TES
C. OTHER USERS, PERSONAL A ND PUBLIC GROUPS,

WHICH IS A CORRECT STATEMENT ABOUT THE CONSOLE?

A. THE CONSOLE IS COMPOSED OF THE LIST V IEW, THE DETA IL V IEW, THE MINI V IEW AND THE SEA RCH BAR.
B. ADMINISTRA TORS CUSTOMIZ E WHAT DISPLAYS ON THE CONSOLE'S LIST VIEW, DETA IL V IEW, A ND MINI VIEW BY
CONFIGURING CONSOLE LAYOUTS, RELATED OBJECTS, A ND MINI PA GE LAYOUTS.
C. USERS CA N CREA TE LIST VIEWS ON OBJECTS WITHIN THE CONSOLE.
D. THE CONSOLE TAB IS JUST LIKE OTHER TABS IN SALESFORCE EXCEPT THAT THE CONSOLE CA N DISPLAY RECORDS
FROM SEV ERAL DIFFERENT SALESFORCE ORGS ALL ON ONE CONSOLE TAB.
…
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B. ADMINISTRA TORS CUSTOMIZ E WHAT DISPLAYS ON THE CONSOLE'S LIST VIEW, DETA IL V IEW, A ND MINI VIEW BY
CONFIGURING CONSOLE LAYOUTS, RELATED OBJECTS, A ND MINI PA GE LAYOUTS.

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WHAT A RE CONSIDERA TIONS WHEN CREA TING CHA RTS?

Choose 2 answ ers.

A. YOU CA N'T HAV E MORE THAN 250 GROUPS OR 4,000 VALUES IN A CHA RT.
B. IF YOU LOSE ACCESS TO A FIELD USED IN A CHA RT, ANOTHER FIELD MAY BE USED IN ITS PLACE. IF NO OTHER FIELDS
ARE AVAILABLE, CHA RT WILL NOT DISPLAY.
C. DECIMAL- PLA CE PRECISION ON CHA RTS IS NOT CUSTOMIZABLE. NUMERIC A ND CURRENCY VALUES ROUND TO TWO
DECIMAL PLA CES. PERCENTA GE VALUES ROUND TO ONE DECIMA L PLA CE.
D. Y OU CA N ADD A CHA RT TO A REPORT THA T DOES NOT HAV E ANY GROUPING.
…
…
A. YOU CA N'T HAV E MORE THAN 250 GROUPS OR 4,000 VALUES IN A CHA RT.
C. DECIMAL- PLA CE PRECISION ON CHA RTS IS NOT CUSTOMIZABLE. NUMERIC A ND CURRENCY VALUES ROUND TO TWO
DECIMAL PLA CES. PERCENTA GE VALUES ROUND TO ONE DECIMA L PLA CE.

WHAT A RE THE CA PABILITIES OF THE CA MPA IGN INFLUENCE FEA TURE IN SALESFORCE CRM?

Choose 2 answ ers.

A. ALLOWS YOU TO SEE THE LIST OF CA MPA IGNS INFLUENCIA L TO AN OPPORTUNITY.

B. ALLOWS YOU TO SET MULTIPLE PRIMA RY CA MPA IGN SOURCES TO A N OPPORTUNITY IF THA T OPPORTUNITY COMES
FROM A LEA D THA T WAS A MEMBER OF MULTIPLE CA MPA IGN PRIOR TO CONV ERSION.
C. ALLOWS Y OU TO MA NUALLY ADD A CA MPA IGN TO THE CA MPA IGN INFLUENCE RELA TED LIST.
D. ALLOWS Y OU TO SET A CRITERIA TO AUTOMA TICALLY ASSIGN MULTIPLE INFLUENTIAL CA MPA IGNS TO AN A CCOUNT.
…
…
A. ALLOWS YOU TO SEE THE LIST OF CA MPA IGNS INFLUENCIA L TO AN OPPORTUNITY.
C. ALLOWS Y OU TO MA NUALLY ADD A CA MPA IGN TO THE CA MPA IGN INFLUENCE RELA TED LIST.

WHICH ONES A RE TRUE ABOUT ORGANIZA TION-WIDE DEFA ULTS?

Choose 2 answ ers.

A. IF GRANT A CCESS USING HIERA RCHIES IS DESELECTED, USERS THA T A RE HIGHER IN THE ROLE OR TERRITORY
HIERA RCHY DON'T RECEIV E A UTOMA TIC A CCESS TO RECORDS OF USERS BELOW THEM.
B. USER'S ACCESS TO THE FOLDER IN WHICH A DOCUMENT, REPORT, OR DASHBOA RD IS STORED DOES NOT AFFECT
THE ABILITY TO V IEW OR EDIT THE SA ID OBJECTS.
C. Y OU CA N'T CHA NGE THE ORGA NIZATION- WIDE SHA RING DEFA ULT SETTING FOR SOLUTIONS A ND SERV ICE
CONTRA CTS.
D. WHEN A CUSTOM OBJECT IS ON THE DETA IL SIDE OF A MASTER- DETA IL RELATIONSHIP WITH A STA NDA RD OBJECT,
ITS ORGA NIZATION- WIDE DEFA ULT IS SET TO CONTROLLED BY PA RENT BY DEFA ULT, UNLESS OTHERWISE CHA NGED.
…
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A. IF GRANT A CCESS USING HIERA RCHIES IS DESELECTED, USERS THA T A RE HIGHER IN THE ROLE OR TERRITORY
HIERA RCHY DON'T RECEIV E A UTOMA TIC A CCESS TO RECORDS OF USERS BELOW THEM.
C. Y OU CA N'T CHA NGE THE ORGA NIZATION- WIDE SHA RING DEFA ULT SETTING FOR SOLUTIONS A ND SERV ICE
CONTRA CTS.

CHOOSE THE STEPS THA T A RE SPECIFIED CORRECTLY IN YOUR A PPROVAL PROCESS IF Y OUR ORGANIZA TION HAS A
TWO-STEP PROCESS FOR A PPROV ING EXPENSES: SUBMITTED EXPENSES THA T ARE LESS THA N $50 ARE
AUTOMA TICALLY A PPROV ED, THOSE OV ER $50 MUST BE A PPROV ED BY A MA NAGER, A ND THOSE OV ER $5,000 MUST
ALSO BE A PPROV ED BY A VICE PRESIDENT.

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Choose 5 answ ers.

A. IF A N EXPENSE RECORD IS SUBMITTED FOR A PPROVAL, LOCK THE RECORD SO THAT USERS CA NNOT EDIT IT AND
CHA NGE THE STA TUS TO “SUBMITTED.”
B. IF THE AMOUNT IS $50 OR LESS, A UTOMA TICALLY A PPROV E THE REQUEST.
C. IF THE A MOUNT IS GREA TER THA N $50 A ND THE FIRST A PPROVAL REQUEST IS A PPROV ED, SEND A N A PPROVAL
REQUEST TO THE DIRECT MA NAGER.
D. IF THE A MOUNT IS GREA TER THA N $5,000 AND THE FIRST A PPROVAL REQUEST IS A PPROV ED, SEND AN A PPROV AL
REQUEST TO THE V ICE PRESIDENT.
E. IF ALL A PPROVAL REQUESTS ARE A PPROV ED, CHA NGE THE STATUS TO “A PPROV ED” A ND UNLOCK THE RECORD.
F. IF A NY A PPROVAL REQUESTS A RE REJECTED, CHA NGE THE STA TUS TO “ REJECTED” A ND UNLOCK THE RECORD.
…
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A. IF A N EXPENSE RECORD IS SUBMITTED FOR A PPROVAL, LOCK THE RECORD SO THAT USERS CA NNOT EDIT IT AND
CHA NGE THE STA TUS TO “SUBMITTED.”
B. IF THE AMOUNT IS $50 OR LESS, A UTOMA TICALLY A PPROV E THE REQUEST.
D. IF THE A MOUNT IS GREA TER THA N $5,000 AND THE FIRST A PPROVAL REQUEST IS A PPROV ED, SEND AN A PPROV AL
REQUEST TO THE V ICE PRESIDENT.
E. IF ALL A PPROVAL REQUESTS ARE A PPROV ED, CHA NGE THE STATUS TO “A PPROV ED” A ND UNLOCK THE RECORD.
F. IF A NY A PPROVAL REQUESTS A RE REJECTED, CHA NGE THE STA TUS TO “ REJECTED” A ND UNLOCK THE RECORD.

WHAT HA PPENS WHEN YOU DELETE A PREDEFINED CASE TEA M?

Choose 2 answ ers.

A. YOU CA NNOT RETRIEV E DELETED PREDEFINED CASE TEA MS FROM THE RECY CLE BIN
B. THE CA SE TEA M IS A UTOMATICALLY REMOV ED FROM ALL CASES WITH WHICH IT IS ASSOCIA TED.
C. THE CASE TEA M IS A UTOMA TICALLY REMOV ED FROM ALL ASSOCIA TED ASSIGNMENT RULES.
D. Y OU CA N NOT DELETE A PREDEFINED CASE TEA M.
…
…
A. YOU CA NNOT RETRIEV E DELETED PREDEFINED CASE TEA MS FROM THE RECY CLE BIN
B. THE CA SE TEA M IS A UTOMATICALLY REMOV ED FROM ALL CASES WITH WHICH IT IS ASSOCIA TED.

CHOOSE THE DATA MA NAGEMENT OPTIONS AVAILABLE IN SALESFORCE CRM.

Choose 2 answ ers.

A. MASS TRANSFER OF A CTIV ITIES
B. MASS TRANSFER A PPROVAL REQUESTS
C. MA SS TRA NSFER WORKFLOW A PPROVAL PROCESSES
D. MA SS UPDA TE A DDRESSES
E. MASS REASSIGN SALES TEA MS
…
…
D. MA SS UPDA TE A DDRESSES
B. MASS TRANSFER A PPROVAL REQUESTS

WORKFLOW & A PPROVALS SETTINGS ALLOWS YOU TO DO WHICH OF THE FOLLOWING?

Choose 2 answ ers.

A. CHOOSE THE DEFA ULT WORKFLOW USER
B. ENABLE WORKFLOW A PPROVAL PROCESS
C. SET THE DEFA ULT A PPROV ER
D. ENABLE EMA IL A PPROVAL RESPONSE

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A. CHOOSE THE DEFA ULT WORKFLOW USER
D. ENABLE EMA IL A PPROVAL RESPONSE

CHOOSE THE CORRECT STATEMENTS ABOUT ROLES A ND ROLE HIERA RCHY.

Choose 2 answ ers.

A. EV ERY USER MUST BE ASSIGNED TO A ROLE, OR THEIR DATA WILL NOT DISPLAY IN OPPORTUNITY REPORTS,
FORECAST ROLL- UPS, A ND OTHER DISPLAYS BASED ON ROLES.
B. IT IS ALWAYS NECESSA RY TO CREA TE INDIV IDUAL ROLES FOR EA CH TITLE A T YOUR COMPA NY, RATHER THAN DEFINE
A HIERA RCHY OF ROLES TO CONTROL A CCESS OF INFORMA TION ENTERED BY USERS IN LOWER LEV EL ROLES.
C. WHEN A N ACCOUNT OWNER IS NOT ASSIGNED A ROLE, THE SHA RING A CCESS FOR RELA TED CONTA CTS IS
REA D/WRITE, PROV IDED THE ORGA NIZATION-WIDE DEFA ULT FOR CONTA CTS IS NOT CONTROLLED BY PARENT.
D. TO SIMPLIFY USER MA NAGEMENT IN ORGANIZA TIONS WITH LA RGE NUMBERS OF USERS, YOU CA N ENA BLE
DELEGA TED A DMINISTRA TORS. DELEGA TED A DMINISTRA TORS A RE A UTOMATICALLY ASSIGNED A CLONED SYSTEM
ADMINISTRATOR PROFILE GIV ING THEM V IRTUALLY ALL PRIV ILEGES OF A SYSTEM A DMINISTRA TOR OV ER THE ENTIRE
ORGANIZA TION.
…
…
A. EV ERY USER MUST BE ASSIGNED TO A ROLE, OR THEIR DATA WILL NOT DISPLAY IN OPPORTUNITY REPORTS,
FORECAST ROLL- UPS, A ND OTHER DISPLAYS BASED ON ROLES.
C. WHEN A N ACCOUNT OWNER IS NOT ASSIGNED A ROLE, THE SHA RING A CCESS FOR RELA TED CONTA CTS IS
REA D/WRITE, PROV IDED THE ORGA NIZATION-WIDE DEFA ULT FOR CONTA CTS IS NOT CONTROLLED BY PARENT.

Managing Roles

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

User Perm issions Needed

To create, edit, and delete roles: “Manage Users”
To assign users to roles: “Manage Users”

Depending on your sharing settings, roles can control the level of visibility that users have into your organization’s data.
Users at any given role level can view , edit, and report on all data ow ned by or shared w ith users below them in the hierarchy, unless
your organization’s sharing model for an object specifies otherw ise. Specifically, in the Organization-Wide Defaults related list, if
the Grant Access Using Hierarchies option is disabled for a custom object, only the record ow ner and users granted access by the
organization-w ide defaults receive access to the object's records.

Note: The follow ing infor mation applies to roles for your organization's users. For information about roles for partner users
and Salesforce Customer Portal users, see About Partner Portal Channel Manager User Management and AboutCustomer Portal User
Management.

Working w ith Roles

To view and manage your organization's roles, click Your Name | Setup | Manage Users |Roles.
 Choose one of the follow ing list view options:

Show in tree view

See a visual representation of the parent-child relationships betw een your roles. Clic k Exp and All to see all roles, or Collapse All to
see only top-level roles. To expand or collapse an individual node, click the plus (+) or minus (-) icon.

Show in sorted list view

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See a list that you can sort alphabetically by role name, parent role ( Reports to), or report display name. If your organization has a
large number of roles, use this view for easy navigation and filtering.

To show a filtered list of items, select a predefined list from the View drop-dow n list, or clic k Create New View to define your
ow n custom view . To edit or delete any view you created, select it from the View drop-dow n list and c lick Edit.

Show in list view

See a list of roles and their children, grouped alphabetically by the name of the top-level role. The columns are not sortable. This view is
not available for hierarchies w ith more than 1,000 roles.
 To create a role, click New Role or Add Role, depending w hether you are view ing the list view or tree view of roles, then edit
the role fields as needed. You can create up to 500 roles for your organization.
 To edit a role, click Edit next to a role name, then update the role fields as needed.
 To delete a role, c lick Delete next to the role name.
 To assign other users to a role, click Assign next to the r ole name.
 To view detailed infor mation about a role, clic k a role name. If you are a Salesforce Know ledge user, you can modify category
visibility settings on the role detail page.

Tip: To simplify user management in organizations w ith large numbers of users, enable delegated administrators to manage users in
specified roles and all subordinate roles.

Notes on Roles
 Every user must be assigned to a role, or their data w ill not display in opportunity reports, forecast roll-ups, and other displays
based on roles. If your organization uses territory management, forecasts are based on the territory hierarchy rather than the
role hierarchy.
 All users that require vis ibility to the entire organization should belong to the highest level in the hierarchy.
 It is not necessary to create individual roles for each title at your company, rather you w ant to define a hierarchy of roles to
control access of information entered by users in low er level roles.
 When you change a user ’s role, any relevant sharing rules are evaluated to add or remove access as necessary.
 When an account ow ner is not assigned a role, the sharing access for related contacts is Read/Write, provided the
organization-w ide default for contacts is not Controlled by Parent. Shar ing access on related opportunities and cases is No
Access.
 Users that gain access to data due to their pos ition in hierarchies do so based on a setting in your organization-w ide defaults.

YOU WA NT TO SETUP A CASE MA NAGEMENT SYSTEM SO THAT CASES WITH TIER 1 SUPPORT IN THE A MERICAS HA VE
THE FOLLOWING STATUSES NEW, WORKING, HOLD A ND CLOSED WHILE THEIR A PAC COUNTERPA RTS HAVE NEW, IN
PROCESS, V ERIFICA TION A ND CLOSED. WHICH OF THE FOLLOWING WILL YOU NEED TO HAVE?

Choose 2 answ ers.

A. TWO OR MORE CASE PA GE LAYOUTS.
B. AT LEAST TWO CA SE RECORD TY PES.
C. TWO SUPPORT PROCESSES
D. MORE THA N ONE ESCALATION RULE
…
…
B. AT LEAST TWO CA SE RECORD TY PES.
C. TWO SUPPORT PROCESSES

Note that Record Types allow you to vary the enumerated values available in Pick Lists, but the rest of the Fields on the
Record remain the same. Therefore, you can show two different Record Types on the same Page Layout (i.e. the values in the
Picklist fields will vary, but that is all), which means that Answer A can be eliminated. Answers B and C are fully supported by
the help text below. An swer D is incorrect, in the sen se that you will not NEED to have more than one escalation rule.

Managing Record Types

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Available in: Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To create or change record types: “Customize Application”

Record types allow you to offer different business processes, picklist values, and page layouts to different users based on t heir profiles.

Record types can be used in various w ays, for example:

 Create record types for opportunities to differentiate your regular sales deals from your professional services engagements
and offer different picklist values for each.
 Create record types for cases to display different page layouts for your customer support cases versus your billing cases.

Record Type Considerations

Keep the follow ing considerations in mind w hen creating or changing a record type:
 The follow ing special pic klist fields are not available for record types because they are used exclusively for sales processes,
lead processes, support processes, and solution processes:
o Opportunity Stage
o Case Status
o Solution Status
o Lead Status

You can use these fields to prov ide different picklist values for different record types by assigning a different process to each rec ord
type.
 Person accounts are account records to w hich a special kind of record type has been assigned. These record types are called
person account record types. Person account record types allow contact fields to be available on the account and allow the
account to be used in many situations as if it w ere a contact. A default person account record type named “ Person Account” is
automatically created w hen person accounts are enabled for your organization. You can change the name of this record type,
and you can create additional person account record types.
 You cannot delete all the record types for an object if the object is referenced in an Apex script.
 You cannot deactivate a record type if it is in use by an email routing address for Email-to- Case or On- Demand Email-to- Case.
 To create record types for campaign members, click Your Name | Setup | Custom ize | Cam paigns | Cam paign
Mem bers |Record Types.

Record types can only be assigned to campaign members using the Campaign Member Type field on new or existing campaigns. To
assign record types to campaign members, add the Campaign Member Type field to the campaign page layout. You must have
the Mar keting User user per mission to change the campaign member type. You can also add a read-only Campaign Member Ty pefield
to the campaign members page layout.
 The follow ing campaign member pic klists are not available for record types:
o Status
o Salutation
o Lead Source
 Salesforce recommends creating no more than 200 record types. While there is no limit, organizations may have difficulty
managing their record types if they exceed 200.

Managing Multiple Business Processes

Available in: Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To create or change business processes: “Customize Application”

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Use multiple business processes to display different picklist values for users based on their profile. Multiple business processes allow
you to track separate sales, support, and lead lifecycles.

Sales Processes
Create different sales processes that include some or all of the pic klist values available for the opportunity Stage field.

Lead Processes
Create different lead processes that include some or all of the pic klist values available for the Lead Status field.

Support Processes
Create different support processes that include some or all of the picklist values available for the case Status field.

Solution Processes
Create different solution processes that include some or all of the picklist values available for the Status field.
After creating a sales, support, lead, or solution process, assign the process to a record type. The record type deter mines the us er
profiles that are associated w ith the business process.

To view a list of business processes, click Your Name | Setup | Custom ize, select the appropriate tab link (Opportunity, Case, Lead, or
Solution), and click the Processes link.
 Click New to create a new business process.
 Click Edit to change the name or inactivate the business process.
 Click Del to delete an unused business process.
 Click the name of the business process to edit the picklist values associated w ith it.

Additional information from training materials:

What is a Record Type?

• Allow s you to define different sets of picklist values for both standard and custom picklists
• Help you implement your custom bus iness processes by associating spec ific Record Types to specific Page Layouts

Why use Record Types?

• To segment pic klist values specific to business needs
o Example: segment by division, product line, or region
• Easier administration; few er fields to maintain
• Pr ovides specific page layouts for specific business processes

Things to know about Record Types:

• What about Web-to-Lead and Web-to- Case?
o A lead or case record created through Web-to-Lead or Web-to-Case w ill set the record type to that of the default lead
ow ner or automated case user (optional).
• On w hich tabs can I create multiple record types?
o Multiple record types may be created for every tab, w ith the exception of the Home, Forecasts, Documents, Reports,
Consoles, and Web tabs.
• What happens if I need to add a pic klist value?
o You w ill be prompted to select w hich record types should include the new value.
• If I’m looking at a detail page, how do I know w hat record type it is?
o For tabs that have multiple record types defined, you can look at the Record Type field on the page. Note that this
field must be added to the Page Layout.
• Do users have to display the jump page every time they create a new record?
o No users can choose to accept their profile’s default record type

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WHAT PA GE DO YOU A CCESS TO UNINSTALL A N A PP?

A. CRITICAL UPDA TES

B. SA NDBOX
C. INSTALLED PA CKA GES
D. STORAGE USAGES
E. MONITOR DEPLOY MENTS
…
…
C. INSTALLED PA CKA GES

See screen shot below. Note, even though the supporting help-text after the screen shot s far exceed s the scope of this
question, I highly recommend that you read through it (hint, hint).

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Note that if/when you delete a package, the data from the package is maintained in the ‘Data from Uninstalled Packages’
section (see next screen shot below), where it can be downloaded or permanently deleted. (Once you click the ‘Del’ button,
the data is permanently deleted, and does not appear to be saved in the Recycle Bin).

Installing a Package

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To install packages: “Dow nload AppExchange Packages”

If you received an installation link, click the link and skip to this step. Otherw ise follow this procedure from the beginning.

Note: Only one person in your organization can install or upload a package at a time.

1. Click Your Name | Setup | Installed Packages.

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2. Click Visit App Exchange.

3. Browse the AppExchange site to find the application you w ant to install.
4. Click Get It Now from the application infor mation page.

Note: If the listing does not have a Get It Now option, contact the publisher for more infor mation.

5. Enter your username and passw ord, read the user ter ms, select the checkbox, and click Continue.

Note: If you are installing into a sandbox, replace the “www.salesforce.com” portion of the installation link w ith “test.salesforce.com”.
Note that this package is removed from your sandbox organization w henever you create a new sandbox copy.

6. If the package is passw ord protected, enter the passw ord you received from the publisher.
7. Rev iew the package items and click Continue.

Note: Some package items, such as validation rules, record types, or custom settings may not display in the Package Item list but are
included in the package and installed w ith the other items. If there are no items in the Package Items list, the package may contain only
minor changes not recorded.

8. Rev iew the remote access applications that are listed to ensure they are acceptable, and clic k Next to continue or Cancel to
cancel package installation.

Note: Every remote access application represents a trusted application that is granted access to a user's Salesforce data after the user
and the application have been verified.

9. If the installing package contains a remote site setting, you need to approve access to w ebsites outside of Salesforce. The
dialog box lists all the w ebsites that the package communicates w ith. It is highly recommended that a w ebsite uses SSL
(secure sockets layer) w hen trans mitting data. After making sure that the w ebsites are safe, check Yes, grant access to
these third-party websites and click Continue, or click Cancel to cancel installing the package.

Warning: By installing remote site settings, you are allow ing the package to trans mit data to and from a third party w ebsite outside
the Salesforce service. Contact the publisher before using the package to understand w hat data is trans mitted and how it's used. If you
have an internal security contact, ask them to review the application and understand its impact before use.

10. Rev iew the API access that package components have been granted to ensure they are acceptable. For more infor mation,
see About A PI and Dynamic Apex Access in Packages.
11. When installing unmanaged pac kages, you can select Resolve Naming Conflicts Automatically. When this is
selected, Salesforce changes the name of the component in the pac kage being installed.
12. In Enterprise, Unlimited, and Developer Editions, choose a security option, and click Next:

Grant access to adm ins only

Specifies the follow ing settings on the installing administrator’s profile and any profile w ith the "Customize Application" per mission:
 Object per missions—“ Read,” “Create,” “ Edit,” “ Delete,” “View All,” and “ Modify All” are all enabled
 Field- level security—Set to visible and editable for all fields
 Apex classes—Enabled
 Visualforce pages—Enabled
 App settings—Enabled
 Tab settings—Deter mined by the package creator
 Page layout settings—Deter mined by the package creator
 Record Type settings—Deter mined by the package creator

After installation, if you have Enterprise, Unlimited, or Developer Edition, you can set the appropriate user and object per missions on
custom profiles as needed.

Grant access to all users

Specifies the follow ing settings on all internal custom profiles:
 Object per missions—“ Read,” “Create,” “ Edit,” “ Delete,” “View All,” and “ Modify All” are all enabled

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 Field- level security—Set to visible and editable for all fields

 Apex classes—Enabled
 Visualforce pages—Enabled
 App settings—Enabled
 Tab settings—Deter mined by the package creator
 Page layout settings—Deter mined by the package creator
 Record Type settings—Deter mined by the package creator

Note: The Customer Portal User, Customer Portal Manager, High Volume Customer Portal User, Authenticated Website User, Partner
User, and standard profiles receive no access.

Select security settings

Allow s you to choose the usage access for all existing custom profiles in your organization. You can set each profile to have full access
or no access for the new package and all its components.

Note
 Depending on the type of install, you might not see this step. For example, in Group and Professional Editions, or if
the pac kage does not contain a custom object, Salesforce skips this step and the next, giving all users full access.
 Per mission sets aren't included in the security options. If your package includes per mission sets, assign them after
installation.

In Enterprise, Unlimited, and Developer Editions, if you chose Select security settings, select the level of access to give
users in each profile and clic k Next. Standard options are:
 Full Access—Specifies the follow ing settings for each profile:
o Object per missions—“ Read,” “Create,” “ Edit,” “ Delete,” “View All,” and “ Modify All” are all enabled
o Field- level security—Set to visible and editable for all fields
o Apex classes—Enabled
o Visualforce pages—Enabled
o App settings—Enabled
o Tab settings—Deter mined by the package creator
o Page layout settings—Deter mined by the package creator
o Record Type settings—Deter mined by the package creator
 No Access—Specifies the same settings as Full Access, except all object per missions are disabled.

You might see other options if the publisher has included settings for custom profiles. You can incorporate the settings of the
publisher’s custom profiles into your profiles w ithout affecting your existing settings. Choose the name of the profile settings in the drop-
dow n list next to the profile you w ant them applied to. The current settings in that profile remain intact.

Alternatively, click Set All next to an access level to give this setting to all user profiles.
Click Install. If your installation fails, see Why did my install or upgrade fail?.

Note: During installation, Salesforce checks and verifies any dependencies. An installer’s organization must meet all dependency
requirements listed on the Show Dependencies page or else the installation w ill fail. For example, the installer's organization must have
divisions enabled to install a package that references divisions.

Note: When you install a component that contains an Apex script, all unit tests for your organization are run, including the unit tests
contained in the new package. If a unit test relies on a component that is initially installed as inactive, such as a w orkflow rule, this unit
test may fail. You can select to install regardless of unit test failures.

Click OK. If the pac kage has custom objects or w orkflow rules, click Deploy and confir m, w hen prompted, to change the
status of any custom objects in the package to “ Deployed,” and activate any w orkflow rules. For upgrades, this includes any new
custom objects and w orkflow rules in the package, or existing custom objects or w orkflow rules in the package that w ere not previously
deployed.
Configure components in the pac kage.

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If the package includes per mission sets, assign the included per mission sets to your users w ho need them. In managed
packages, you can't make changes to per mission sets that are included in the package, but subsequent upgrades happen
automatically. If you clone a per mission set that comes w ith a managed package or create your ow n, you can make changes to the
per mission set, but subsequent upgrades w on't affect it.
If you are reinstalling a package and w ant to re-import the package data using the export file you received after uninstalling,
see Importing Package Data.
If you installed a managed package, click Manage Licenses, to assign licenses to users.

Uninstalling a Package

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To uninstall packages: “Dow nload AppExchange Packages”

You can remove any installed package, including all of its components and all data in the package. Additionally, any custom fields,
links, or anything else you added to the custom app after installation are also removed.

To remove a package:
1. Click Your Name | Setup | Installed Packages.
2. Click Un install next to the pac kage that you w ant to remove.
3. Select Yes, I w ant to uninstall... and click Uninstall.
4. After an uninstall, Salesforce automatically creates an export file containing the pac kage data, as w ell as any associated notes
and attachments. When the uninstall is complete, Salesforce sends an email containing a link to the export file to the user
performing the uninstall. The export file and related notes and attachments are listed below the list of installed pac kages. We
recommend storing the file elsew here because it is only available for a limited period of time after the uninstall completes.

Tip: If you reinstall the package later and w ant to reimport the package data, see Importing Package Data.

Notes on Uninstalling Packages

 If you are uninstalling a pac kage that includes a custom object, all components on that custom object are also deleted. This
includes custom fields, validation rules, s-controls, custom buttons and links, as w ell as w orkflow rules and approval
processes.
 You cannot uninstall a pac kage w henever any component in the package is referenced by a component that w ill not get
included in the uninstall. For example:
o When an installed package includes any component on a standard object that another component
references, Salesforce prevents you from uninstalling the package. This means that you can install a pac kage that
includes a custom user field and build a w orkflow rule that gets tr iggered w hen the value of that field is a spec ific
value. Uninstalling the package w ould prevent your w orkflow from w orking.
o When you have installed tw o unrelated packages that each include a custom object and one custom object
component references a component in the other, Salesforce prevents you from uninstalling the package. This means
that you can install an expense report app that includes a custom user field and create a validation rule on another
installed custom object that references that custom user field. How ever, uninstalling the expense report app prevents
the validation rule from w orking.
o When an installed folder contains components you added after installation, Salesforce prevents you from uninstalling
the pac kage.
o When an installed letterhead is used for an email template you added after installation, Salesforce prevents you from
uninstalling the package.
 Uninstall export files contain custom app data for your pac kage, excluding some components, such as documents and for mula
field values.

Im porting Package Data

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

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User Perm issions Needed

To im port Force.com AppExchange package The per missions required to use the import tool you choose, such as
data: the import w izard or Data Loader.

When you uninstall an AppExchange package, Salesforce automatically creates an export file containing the package data as well as
any associated notes and attachments. If you choose to install the package again, you can import this data.

To import your AppExchange pac kage data, use one of the follow ing tools that is available for your Edition:
 For Group Edition, use the appropriate import w izard.
 For Pr ofessional Edition, use the appropriate import w izard or any compatible salesforce.com ISV Partner integration tool
on http://sites.force.com/appexchange.
 For Enterprise, Developer, and Unlimited Edition, use the Data Loader.

Notes on Im porting AppExchange Package Data

 Salesforce converts date fields into date/time fields upon export. Convert the appropr iate fields into date fields before you
import.
 Salesforce exports all date/time fields in Greenw ich Mean Time (GMT). Before importing these fields, convert them to the
appropriate time zone.
 The value of auto number fields may be different w hen you import. To retain the old values, create a new custom auto number
field on a custom object before importing the data.
 Salesforce updates system fields such as Created Date and Last Modified Date w hen you import. To retain the old values for
these fields, contact salesforce.com support.
 Relationships are not included in the export file. Recreate any master-detail or lookup relationships after importing
your data.
 Record type IDs are exported but not the record type name.
 Field history is not exported.
 Recreate any customizations that you made to the package after installation.

Managing Package Installations

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To uninstall packages: “Dow nload AppExchange Packages”
To assign licenses for a m anaged package: “Manage Pac kage Licenses”
To dow nload or delete the export file for an uninstalled package: “Dow nload AppExchange Packages”

View a list of the packages you installed from AppExchange and data export files from uninstalled pac kages by clicking Your
Name | Setup | Installed Packages. These packages can be either managed or unmanaged.

Note: Salesforce only lists license infor mation for managed packages. For unmanaged packages, the license-related fields, such
as Allowed Licenses, Used Licenses, and Expiration Date, w ill display the value “ N/A.”

Using this list, you can:

 Click Un install to remove the package and all its components from your Salesforce organization. See Uninstalling a Package.
 Click Manage Licenses to assign available licenses to users in your organization. This is only available for licensed managed
packages. For more information, see Managing Licenses for Installed Pac kages.

Note: If you purchased a site license or if the managed package is not licensed, Salesforce automatically assigns licenses to all your
users and the ability to manage licenses is not available. Your users can use the package as long as they have the appropriate
per missions.

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 Click Configure if the publisher has included a link to an external w ebsite w ith infor mation about configuring the package.
 Click the package name to view details about this pac kage.
 View the publisher of the package.
 View the status of the licenses for this package. Available values include:
o Trial
o Active
o Suspended
o Expired
o Free
o (This status field is only displayed if the package is managed and licensed.)
 Track the number of licenses available (Allow ed Licenses) and the number of licenses that are assigned to users (Used
Licenses).
 View the date your licenses for this pac kage are scheduled to expire.
 View the date your licenses w ere installed.

Note: If you have not installed a licensed managed package, the Publisher, Status, Allow ed Licenses, Used Licenses, and Expir ation
Date fields do not appear.

After an uninstall, Salesforce automatically creates an export file containing the pac kage data, as w ell as any associated notes and
attachments. When the uninstall is complete, Salesforce sends an email containing a link to the export file to the user performing the
uninstall. The export file and related notes and attachments are listed below the list of installed packages. We recommend storing the
file elsew here because it is only available for a limited period of time after the uninstall completes. Using this list, you can:

 Click Dow nload to open or store the export file.

 Click Del to delete the export file.

Managing Licenses for Installed Packages

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To m anage licenses for a AppExch ange package: “Manage Pac kage Licenses”

When you install a licensed managed package in your organization from AppExchange, you purchase a certain number of licens es
from the package developer or publisher. You can assign each license to a user w ithin your organization. If you assign all available
licenses, but w ould like to grant licenses to additional users, you can reassign a license or purchase more. To get more licenses,
contact the publisher of the managed package.

Note: If you purchased a site license or if the managed package is not licensed, Salesforce automatically assigns licenses to all your
users and the ability to manage licenses is not available. Your users can use the package as long as they have the appropriate
per missions.

1. Click Your Name | Setup | Installed Packages.

2. Click Manage Licenses next to the package.

Note: To assign licenses for a package, you must have access to the package and at least one available license.

 To assign licenses to more users, clic k Add Users. For more information, see Assigning Licenses for Installed
Packages.
 To remove a license from a user, click Rem ove next to the user's name. To remove licenses from multiple users,
click Rem ove Multiple Users. For information, see Removing Licenses for Installed Packages.
 Click any column heading to sort the users in ascending order using the data in that column. Click the heading again
to sort in descending order.
 If available, select few er or m ore to view a shorter or longer display list.

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Upgrading Packages

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To upload packages: “Upload AppExchange Pac kages”

To install and uninstall packages: “Dow nload AppExchange Packages”

Salesforce supports upgrades for managed pac kages only. Publishers can publish an upgrade for a managed package and notify
installers that the new version is available. Installers of a managed package can then install the upgrade as follow s:

1. Before you install an upgrade, deter mine if the app you installed w as from a managed package. Look for the Managed -
Installed icon on the detail pages for each component and on the list of packages installed. If the app you installed is not from
a managed package, upgrades for it are not available.
2. Then, install the upgrade in the same w ay you w ould install any other package from Force.com AppExchange directory. If the
publisher provided a link to the new version, follow the link to the pac kage posting and install it in your organization. The first
page of the install w izard lists the current version you have installed, the version you are about to install, and a list of additional
components included in the new version.

Notes on Upgrading Managed Packages

Consider the follow ing w hen upgrading a managed package:

 All existing custom objects that w ere previously deployed w ill still be deployed. Salesforce prompts you to deploy any new
custom objects or previously un-deployed custom objects.
 Pr ofile settings are editable but not upgradeable. After upgrading, update the profile settings for any custom objects included in
the pac kage. The developer can make changes to profile settings after releasing them, but those changes w ill not be included
in an upgrade. How ever, changes made to per mission sets are included in the upgrade for any per mission sets that w ere
included in the package.
 If the developer chooses to add universally required custom fields, the fields w ill have default values.
 Translation Workbench values for components that are “editable but not upgradeable” are excluded from upgrades. For more
information, see the Force.com Quick Reference for Developing Packages.
 If an installed package has Restricted A PI access, upgrades w ill be successful only if the upgraded version does not contain
any s-controls. If s-controls are present in the upgraded version, you must change the currently installed package
to Unrestricted A PI access.
 When you upgrade a package, changes to the A PI access are ignored even if the developer spec ified them. This ensures that
the administrator installing the upgrade has full control. Installers should carefully examine the changes in package access in
each upgrade dur ing installation and note all acceptable changes. Then, because those changes are ignored, the
administrator should manually apply any acceptable changes after installing an upgrade.

WHAT A RE THE THINGS TO CONSIDER WHEN CONFIGURING WORKFLOW RULES?

Choose 2 answ ers.

A. EA CH WORKFLOW RULE A PPLIES TO A SINGLE OBJECT, SUCH AS LEA DS, ACCOUNTS, OR OPPORTUNITIES.
B. RULES CREA TED A FTER SAVING RECORDS A RE TRIGGERED BY THOSE RECORDS RETROA CTIV ELY.
C. WORKFLOW RULES CAN BE TRIGGERED BY CA MPA IGN STA TISTIC FIELDS, INCLUDING INDIV IDUAL CA MPA IGN
STA TISTICS A ND CA MPA IGN HIERA RCHY STATISTICS.
D. CROSS- OBJECT FIELD UPDA TES ONLY WORK FOR CUSTOM- TO- CUSTOM MA STER- DETA IL RELA TIONSHIPS.
…
…
A. EA CH WORKFLOW RULE A PPLIES TO A SINGLE OBJECT, SUCH AS LEA DS, ACCOUNTS, OR OPPORTUNITIES.
D. CROSS- OBJECT FIELD UPDA TES ONLY WORK FOR CUSTOM- TO- CUSTOM MA STER- DETA IL RELA TIONSHIPS.

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Creating Workflow Rules

Available in: Enterprise, Unlim ited, Developer, and Database.com Editions

Tasks, Sites, and Email Alerts are not available in Datab ase.com

User Perm issions Needed

To create or change w orkflow rules, em ail alerts, tasks, field updates, and outbound messages: “Customize Application”

Automate your organization’s standard processes by configuring w orkflow rules.

Workflow automates the follow ing types of actions:
 Email Alerts—Send an email to one or more recipients. For example, automatically send sales management an email alert
when a sales representative qualifies a large deal.
 Tasks—Assign a new task to a user, role, or record ow ner. For example, automatically assign follow -up tasks to a support
representative one w eek after a case is updated.
 Field Updates—Update the value of a field on a record. For example, automatically change the Ow ner field on a contract three
days before it expires.
 Outbound Messages—Send a secure configurable A PI message (in XML for mat) to a designated listener. For example,
automatically initiate the reimbursement process for an approved expense report by triggering an outbound A PI message to an
external HR system.

To create a new rule:

1. Select the object to w hich the w orkflow rule applies.
2. Configure the w orkflow rule settings and criter ia.
3. Configure the w orkflow actions.
4. Activate the w orkflow rule.

Select the Object for Your Workflow Rule

1. Click Your Name | Setup | Create | Workflow & Approvals | Workflow Rules.
2. On the w orkflow rules list page, c lick New Rule.
3. Choose a custom or standard object to w hich you w ant this w orkflow rule to apply.

Note

The following bullet points contradict Answer D a bit, and I have yet to rationalize this, but I have confirmed through
experimentation that selecting a Field Update limits to the field that the workflow rule is being defined for.

 If you have a w orkflow action that updates a field on a related object, that target object is not the one associated w ith
the w orkflow rule.
 To create w orkflow rules based on new case comments or incoming email messages that automatically update fields
on their associated cases, choose either Case Comment or Email Message. See Notes on Using Wor kflow Rules for
more information.
 To create a site usage rule, choose one of the follow ing:
o Organization (for monthly page view s allow ed and monthly page view s used fields)
o Site (for site detail, daily bandw idth and request time, monthly page view s allow ed, and other fields)
o User License (for the monthly logins allow ed and monthly logins used fields)

The Organization and Site objects are only available if Force.com sites is enabled for your organization. The User License object isn't
dependent on sites, and is only available if you have Customer Portals or partner portals enabled for your organization.

 You can't create email alerts for w orkflow rules on activities.

Click Next.

Configure Rule Settings and Criteria

1. Enter a rule name.

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2. Optionally, enter a description for the rule.

3. Choose the evaluation criter ia:
 When a record is created, or w hen a record is edited and did not previously meet the rule criteria: Choose this option
to include new records and updates to existing records, unless the rule just ran and still meets the rule criteria. The
rule is not re-triggered on edits that do not affect rule criteria. For example, if setting an opportunity rating to “Hot”
causes the rule to run, w ith this option, the rule w ill run again only if the rating changes, then changes back to “ Hot”—
no matter how many times you edit the object.
 Only w hen a record is created: Choose this option to ignore updates to existing records.
 Every time a record is created or edited: Choose this option to include new records and updates to ex isting records
and repeatedly trigger the rule, even if the record still meets the criteria. You cannot add time- dependent actions to
the rule if you choose Every time a record is created or edited.

Note: You can't add time-dependent actions to a rule if you choose Every time a record is created or edited.

Enter your rule criteria:

 Choose criteria are met and select the filter criteria that a record must meet to trigger the rule. For example, set the
filter to “Opportunity: A mount greater than 5000” if you w ant opportunity records w ith an amount greater than $5,000
to trigger the rule. If your organization uses multiple languages, enter filter values in your organization's default
language. You can add up to 25 filter criter ia, up to 255 characters.

Note: Workflow rules and entry criteria for approval processes and steps respect the user's locale and aren't triggered w hen the user is
in a different language than that of the organization.

 Choose formula evaluates to true and enter a formula that returns a value of “True” or “ False.” Salesforce triggers the
rule if the for mula returns “ True. ” Examples of useful w orkflow formulas include:
o If the number of filled positions equals the number of total pos itions on a job, update the Job Status field to
“Filled.”
o If mileage expenses associated w ith visiting a customer site are 35 cents per mile and exceed a $1,000 limit,
automatically update the Approval Required field to “ Required.”
o If a monthly subscription-based opportunity amount is greater than $10,000, create a tas k for an opportunity
ow ner to follow up 60 days after the opportunity is closed.
Some functions are not available in w orkflow rule formulas.

Tip: You can use merge fields for directly related objects in w orkflow rule formulas. For more information, see Merge Fields Over view .

Click Save & Next.

Configure Workflow Actions

Add immediate and time-dependent actions to the w orkflow rule. Immediate actions trigger once evaluation criteria are met. Time-
dependent actions specify w hen Salesforce executes the w orkflow action. For example, Salesforce can automatically send an email
reminder to the account team if a high-value opportunity is still open ten days before the specified close date.

Tip: Time-dependent actions and time triggers are complex features w ith several considerations.

If you plan on configuring w orkflow rules that have time-dependent actions, specify a default w orkflow user. Salesforce associates the
default w orkflow user with a w orkflow rule if the user w ho initiated the rule is no longer active.

1. Add a w orkflow action:

 To add an immediate w orkflow action, click Add Workflow Action in the Immediate Workflow Actions section and
select:
o New Task to create a task to associate w ith the rule
o New Email to create an email alert to associate w ith the rule
o New Field Update to define a field update to associate w ith the rule
o New Outbound Message to define an outbound message to associate w ith the rule
o Select Existing Action to select an existing action to associate w ith the rule

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 To add a time-dependent w orkflow action, click Add Tim e Trigger in the Time- Dependent Workflow Actions section
and:
. Specify a number of days or hours before or after a date relevant to the record, such as the date the record
was created or modified. If the w orkflow rule is in effect w hen this time occurs, the time trigger fires the
workflow action.
a. Click Save.
Note: The Add Tim e Trigger button is unavailable if:
o The rule criteria is set to Ev ery time a record is created or edited
o The rule is activated
o The rule is deactivated but has pending actions in the w orkflow queue

Configure additional immediate or time-dependent actions.

Click Done.

Note: For standard objects, w orkflow rules can only perform field updates on the object related to the rule. The exceptions are that both
Case Comments and Email Messages can perform cross-object field updates on Cases. For all custom objects, how ever, you can
create w orkflow actions w here a change to a detail record updates a field on the related master record. Cross-object field updates only
work for custom-to-custom master-detail relationships. For example, in a custom recruiting application, create a w orkflow rule that sets
the status of an application (the master object) to “ Closed” w hen a candidate (the detail object) accepts the job. Or, for standard
objects, create a rule to change the status of a case from “Aw aiting Customer Response“ to “ In Progress” w hen a customer adds a
case comment.

The cross-object field update function may depend on certain critical updates being active. Clic k Your Name | Setup | Critical
Updates to see if your organization requires any updates.

Activate the Workflow Rule

Salesforce does not trigger a w orkflow rule until you activate it. To activate a w orkflow rule, click Activate on the w orkflow rule detail
page. Clic k Deactivate to prevent a rule from tr igger ing or if you w ant to edit the time-dependent actions and time tr iggers associated
w ith the rule.

WHAT A RE GOOD PRA CTICES WHEN CREA TING VALIDATION RULES?

Choose 2 answ ers.

A. CREA TING TWO VALIDATION RULES WITH CONTRA DICTING CRITERIA.
B. WRITE HELPFUL ERROR MESSAGES. INCLUDE INSTRUCTIONS WHEN NECESSARY.
C. A CTIVATE A NEW VALIDATION RULE UPON COMPLETION OF ITS FORMULA AND ERROR MESSAGES SO THA T USERS
CA N PROV IDE FEEDBA CK IMMEDIATELY.
D. BECA USE VALIDATION RULES RUN ON THE SELF-SERV ICE PORTAL, MAKE SURE YOUR VALIDA TION RULES DON'T
PREV ENT SELF- SERV ICE USERS FROM CREA TING CASES.
…
…
B. WRITE HELPFUL ERROR MESSAGES. INCLUDE INSTRUCTIONS WHEN NECESSARY.
D. BECA USE VALIDATION RULES RUN ON THE SELF-SERV ICE PORTAL, MAKE SURE YOUR VALIDA TION RULES DON'T
PREV ENT SELF- SERV ICE USERS FROM CREA TING CASES.

Answer A: Would result in users being unable to save records – e.g. like saying a field cannot be blank or contain a value ;-)
Answer C: You do not Activate Validation Rules

WHICH RELA TIONSHIPS BETWEEN OBJECTS A RE POSSIBLE?

Choose 3 answ ers.

A. A CUSTOM OBJECT AS A MASTER TO A STA NDA RD OBJECT.
B. LOOK UP BETWEEN A STANDA RD OBJECT AND ITSELF.

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C. LOOK UP BETWEEN A CUSTOM OBJECT A ND ITSELF.

D. A MASTER - DETA IL RELA TIONSHIP BETWEEN TWO CUSTOM OBJECTS.
…
…
B. LOOK UP BETWEEN A STANDA RD OBJECT AND ITSELF.
C. LOOK UP BETWEEN A CUSTOM OBJECT A ND ITSELF.
D. A MASTER - DETA IL RELA TIONSHIP BETWEEN TWO CUSTOM OBJECTS.

Overview of Relationships

Available in: Contact Manager, Group, Professional, Enterprise, Unlim ited, Developer, and Datab ase.com Editions

Use relationships to associate an object w ith other objects in Salesforce. For example, a relationship can link custom object records to
standard object records in a related list, such as linking a custom object called “Bugs” to cases to track product defects associated w ith
customer cases. You can define different types of relationships by creating custom relationship fields on an object. Before you
begin creating relationships, deter mine the type of relationship that suits your needs.

There are different types of relationships betw een objects in Salesforce. Their differences include how they handle data deletion, record
ow nership, security, and required fields in page layouts:

Master-detail

This type of relationship closely links objects together such that the master record controls certain behaviors of the detail and subdetail
record. For example, you can define a tw o-object master-detail relationship, such as Account—Expense Report, or extend the
relationship to subdetail records, such as Account—Expense Report—Expense Line Item. You can then perform operations across the
master—detail—subdetail relationship.

Behaviors of master-detail relationships include:

 When a master record is deleted, the related detail and subdetail records are also deleted.
 The Ow ner field on the detail and subdetail records is not available and is automatically set to the ow ner of the master
record. Custom objects on the “detail” side of a master-detail relationship can't have shar ing rules, manual sharing, or queues,
as these require the Ow ner field.
 The security settings for the master record control the detail and subdetail records.
 The master-detail relationship field (w hich is the field linking the objects) is required on the page layout of the detail and
subdetail records.
 The master object can be a standard object, such as Account or Opportunity, or a custom object.
 As a best practice, don't exceed 10,000 child records for a master-detail relationship.

Tip: If you have a custom object called “ Expenses” and you w ant each expense record deleted along w ith its associated opportunity
record, create a master-detail relationship on the “ Expenses” custom object w ith Opportunity as the master object.

Many-to-m any

You can use master-detail relationships to model many-to-many relationships betw een tw o standard objects, tw o custom objects, or a
custom object and a standard object. A many-to-many relationship allow s each record of one object to be linked to multiple records
from another object and vice versa. For example, you may have a custom object called “Bug” that relates to the standard case object
such that a bug could be related to multiple cases and a case could also be related to multiple bugs. See Cr eating a Many-to- Many
Relationship.

Lookup

This type of relationship links tw o objects together, but it has no effect on record ow nership or security, and the lookup relationship field
is not required in the page layout.

Use lookup relationships to:

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 Link tw o different objects, custom or standard.

 Link an object w ith itself, custom or standard (w ith the exception of the user object; see Hierarchical). For example, you may
want to link a custom object called “Bug” w ith itself to show how two different bugs are related to the same problem.

Note: Lookup relationships from objects related to the campaign member object are not supported, how ever, you can create lookup
relationships from the campaign member object related to other objects.

When you define a lookup relationship, you have the option to include a lookup field on the page layouts for that object as w ell as
create a related list on the associated object's page layouts. For example, if you have a custom object called “ PTO Requests” and you
want your users to link a PTO request w ith the employee submitting the request, create a lookup relationship from the PTO Request
custom object w ith the user object.

You can't delete an object or record in a lookup relationship if the combined number of records betw een the tw o linked objects is more
than100,000. To delete an object or record in a lookup relationship, first delete an appropriate number of its child records.

Hierarchical

This type of relationship is a special lookup relationship available only for the user object. It allow s users to use a lookup field to
associate one user w ith another that does not directly or indirectly refer to itself. For example, you can create a custom hierarchical
relationship field to store each user's direct manager.

Tip: When creating a hierarchical field in Personal, Contact Manager, Group, and Professional Editions, you can select the Restr icted
Field checkbox so that only users w ith the “Manage Users” per mission can edit it. In Enterprise, Unlimited, and Developer Edition,
use field-level security instead.

Considerations for Relationships

Available in: Contact Manager, Group, Professional, Enterprise, Unlim ited, Developer, and Datab ase.com Editions

Rev iew the follow ing considerations before creating relationships betw een objects:

Relationship Lim its

Each custom object can have up to tw o master-detail relationships and many lookup relationships. Each relationship is included in the
maximum number of custom fields allow ed. For the total number of custom fields you can create, see Salesforce Editions and Limits.

Changing and Converting Relationships

After you have created a relationship, you can't change w hich objects are related via that relationship. If you need to do this, delete the
relationship and create a new relationship.

You can convert a master-detail relationship to a lookup relationship as long as no roll-up summary fields exist on the master object.
You can convert a lookup relationship to a master-detail relationship, but only if the lookup field in all records contains a value.

Self Relationships

You can create a relationship from an object to itself, but it must be a lookup relationship, and a single record can't be linked to itself.
How ever, a record can indirectly relate to itself. For example, the Holiday Pr omotion campaign can have the Direct Mail campaign
selected in the lookup relationship, and the Direct Mail campaign can have the Holiday Promotion campaign selected in the lookup
relationship.

You can't create a many-to- many self relationship, that is, the tw o master-detail relationships on the junction object can't have the same
master object.

Icons for Custom Related Lists

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The icon you select for the associated custom tab also displays in any custom related list you create based on a relationship. For more
information on choosing the icon for your custom tab, see Creating Custom Object Tabs.

Custom related lists do not include an icon if they are based on a relationship w ith a custom object that does not have a custom tab.

Master-Detail Relationships

To create multilevel master-detail relationships, you need the "Customize Application" user per mission.

When you define a master-detail relationship, the custom object on w hich you are w orking is the “detail” side. Its data can appear as a
custom related list on page layouts for the other object.

If a custom object is detail or subdetail component a master-detail relationship, it can't also be the master of a different master-detail
relationship.

You can have up to three custom detail levels.

Standard objects can't be on the detail side of a custom object in a master-detail relationship.

An object can appear once in multilevel master-detail relationships. For example, a subdetail object in one multilevel master-detail
relationship can't also be the ow ner of the master object in another multilevel master-detail relationship. A subdetail object can't also be
the master object of the subdetail object's detail object.

Multilevel master-detail relationships do not support divis ion transfers.

You can't create a master-detail relationship if the custom object already contains data. You can, how ever, create the relationship as a
lookup and then convert it to master-detail if the lookup field in all records contains a value.

Converting relationships from lookup to master-detail, or from master-detail to lookup behaves the same as for tw o-object master-detail
relationships. That is, the tw o linked objects in the detail-subdetail1, or subdetail1-subdetail2 relationship have the same conversion
limits as the master-detail relationship.

Roll-up summary fields w ork as in tw o-object master-detail relationships. A master can roll up fields on detail records; how ever, it can't
directly roll up fields on subdetail records. To achieve this, the detail record must have a roll-up summary field for the field on the
subdetail record, allow ing the master to roll up from the detail's roll-up summary field.

You can use multilevel master-detail relationships in custom report types. The Allow Reports checkbox must be checked w hen you
create the custom object. Custom report types created for multilevel master-detail relationships count tow ards the organizations custom
report type limit and no reports are generated if this limit is exceeded. See Salesforce Editions and Limits.

Custom junction objects, can't have detail objects. That is, a custom junction object can't become the master object in a multilev el
master-detail relationship.

When you delete a custom object that is on the detail side of a master-detail relationship, the relationship is converted to a lookup
relationship. If you restore the custom object, you must manually convert it to a master-detail. See Changing Custom Field Type .
You can't delete a custom object if it is on the master side of a master-detail relationship.

Undeleting the master record also undeletes detail and subdetail records.

As a best practice, don't exceed 10,000 child records for a master-detail relationship.

Many-to-Many Relationships

Junction object records are deleted w hen either associated master record is deleted and placed in the Recycle Bin. If both associated
master records are deleted, the junction object record is deleted per manently and can't be restored.

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Sharing access to a junction object record is deter mined by a user's sharing access to both associated master records and the Sharing
Setting option on the relationship field. See Custom Object Security. For example, if the sharing setting on both parents is Read/Write,
then the user must have Read/Wr ite access to both parents in order to have Read/Wr ite access to the junction object. If, on the other
hand, the sharing setting on both masters is Read- Only, a user w ith Read-Only rights on the master records w ould have Read/Write
access to the junction object.

You can create w orkflow rules and approval processes on junction objects; how ever, you cannot create outbound messages on
junction objects.

In a many-to- many relationship, a user can't delete a parent record if there are more than 200 junction object records associated w ith
it and if the junction object has a roll-up summary field that rolls up to the other parent. To delete this object, manually delete junction
object records until the count is few er than 200.

The first master-detail relationship you create on your junction object becomes the primary relationship. This affects the follow ing for the
junction object records:
 Look and feel: The junction object's detail and edit pages use the color and any associated icon of the primary master object.
 Record ow nership: The junction object records inher it the value of the Ow ner field from their associated primary master record.
Because objects on the detail side of a relationship do not have a visible Ow ner field, this is only relevant if you later delete
both master-detail relationships on your junction object.
 Division: If your organization uses divisions to segment data, the junction object records inherit their division from their
associated primary master record. Similar to the record ow nership, this is only relevant if you later delete both master-detail
relationships.

The second master-detail relationship you create on your junction object becomes the secondar y relationship. If you delete the primary
master-detail relationship or convert it to a lookup relationship, the secondary master object becomes primary.

Roll-up summary fields that summar ize data from the junction object can be created on both master objects.

For mula fields and validation rules on the junction object can reference fields on both master objects.

You can define Apex triggers on both master objects and the junction object.

A junction object can't be on the master side of another master-detail relationship.

You can't create a many-to- many self relationship, that is, the tw o master-detail relationships on the junction object can't have the same
master object.

Im pact of Relationships on Reports

The type of relationship you create affects which standard report types are available and how they are categorized. These report types
deter mine w hich related objects can be included in the report:
 Lookup relationships allow data from the tw o related objects to be joined in one report.
 Master-detail relationships allow data from three objects to be joined in one report: the master object, the detail object, plus
one other lookup object. If the detail object has multiple lookup relationships, a separate report type is available based on each
lookup.
 Many-to- many relationships provide tw o standard report types that join the master objects and the junction object. The report
types are:
o “Primary master w ith junction object and secondary master” in the pr imary master object's report category
o “Secondary master w ith junction object and pr imary master” in the secondary master object's report category

The order of the master objects in the report type is important. The master object listed first deter mines the scope of records that can be
displayed in the report.

The reporting impact of each relationship type is summarized in the follow ing table:

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Relationship Type Standard Report Types Report Type Category

Lookup Object by itself Based on the object

Object w ith first lookup
Object w ith second lookup
Object w ith third lookup

Master-Detail Master object by itself Master object

Master object w ith detail object
Master object w ith detail object and first lookup
Master object w ith detail object and second lookup
Master object w ith detail object and third lookup

Many-to- Many Pr imary master object by itself Pr imary master object

Secondary master object by itself and
Pr imary master object w ith junction object and secondary master object Secondary master object
Secondary master object w ith junction object and primary master object

Custom report types give you more flexibility to join data from multiple objects, including lookups as w ell as master-detail relationships.

Im portant: Converting a relationship from lookup to master-detail or vice versa can cause ex isting custom reports to become unusable
due to the different standard report types available for each type of relationship. We recommend that you test your custom reports
immediately after converting the relationship type. If you revert your relationship bac k to the or iginal type, the reports are restored and
become usable again.

IN WHICH ORDER A RE RULES PROCESSED IN SALESFORCE?

A. AUTO- RESPONSE RULES >> VALIDATION RULES >> WORKFLOW RULES ( WITH IMMEDIA TE ACTIONS) >> ASSIGNMENT
RULES >> ESCALATION RULES
B. ASSIGNMENT RULES >> A UTO- RESPONSE RULES >> VALIDA TION RULES >> WORKFLOW RULES (WITH IMMEDIATE
ACTIONS) >> ESCALATION RULES
C. VALIDATION RULES >> ASSIGNMENT RULES >> AUTO- RESPONSE RULES >> WORKFLOW RULES (WITH IMMEDIA TE
ACTIONS) >> ESCALATION RULES
D. ASSIGNMENT RULES >> VALIDA TION RULES >> AUTO- RESPONSE RULES >> WORKFLOW RULES (WITH IMMEDIA TE
ACTIONS) >> ESCALATION RULES
…
…
C. VALIDATION RULES >> ASSIGNMENT RULES >> AUTO- RESPONSE RULES >> WORKFLOW RULES (WITH IMMEDIA TE
ACTIONS) >> ESCALATION RULES

Acroynym = VAsAuWE
• Validation Rules
• Assignment Rules
• Auto-Respon se Rules
• Workflow Rules
• Escalation Rules

PERMISSIONS A RE ORGA NIZ ED BY ASSIGNED A PPS, OBJECT AND TABS, A PP PERMISSIONS, A PPEX CLASS A CCESS,
VISUALFORCE PAGE A CCESS, SYSTEM PERMISSIONS, DESKTOP CLIENT A CCESS, LOGIN HOURS, LOGIN IP RANGES AND
SERV ICE PROV IDERS. WHERE WILL Y OU GO IF YOU WANT TO HIDE THE ACCOUNTS FROM A CERTA IN USER PROFILE AND
THEN ENABLE CONTENT USERS ASSIGNED TO THE SA ME PROFILE TO DELIV ER UPLOA DED FILES A ND PERSONAL
CONTENT?

Choose 2 answ ers.

A. ASSIGNED A PPS

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B. OBJECT A ND TABS
C. SYSTEM PERMISSIONS
D. A PP PERMISSIONS
…
…
B. OBJECT A ND TABS
D. A PP PERMISSIONS

WHAT A RE THE CA PABILITIES A ND IMPLICA TIONS OF THE SALES PROCESS?

Choose 2 answ ers.

A. IT DETA ILS THE VARIOUS STAGES DIFFERENT KINDS OPPORTUNITIES FOLLOW THROUGH THE SALES CY CLE.
B. IT CA N ROUTE A N OPPORTUNITY TO THE RIGHT SALES PERSON OR TEA M TO ENHA NCE THE CHA NCES OF CLOSING A
BUSINESS.
C. IT SETS THE BASIS IN FORECA STING FUTURE REV ENUE.
D. IT ALLOWS YOU TO SEE SIMILAR OPPORTUNITIES WHICH COULD PROV IDE RELEVA NT INFORMA TION TO WIN A N
OPPORTUNITY.
…
…
A. IT DETA ILS THE VARIOUS STAGES DIFFERENT KINDS OPPORTUNITIES FOLLOW THROUGH THE SALES CY CLE.
C. IT SETS THE BASIS IN FORECA STING FUTURE REV ENUE.

CHOOSE THE OBJECTS WHERE Y OU CA N ENA BLE FIELD HISTORY TRA CKING.

Choose 3 answ ers.

A. ACCOUNTS, CONTA CTS, LEA DS
B. SERV ICE CONTRA CTS, CONTRA CT LINE ITEMS, CONTRA CTS
C. QUOTES, QUOTES LINE ITEMS
D. CA SES, SOLUTIONS, ENTITLEMENTS
…
…
A. ACCOUNTS, CONTA CTS, LEA DS
B. SERV ICE CONTRA CTS, CONTRA CT LINE ITEMS, CONTRA CTS
D. CA SES, SOLUTIONS, ENTITLEMENTS

Tracking Field History

Available in: Contact Manager, Group, Professional, Enterprise, Unlim ited, Developer, and Datab ase.com Editions
Standard Objects are not available in Database.com

User Perm issions Needed

To set up w hich fields are tracked: “Customize Application”

You can select certain standard and custom fields to track on the History related list of accounts, cases, contacts, contracts, leads,
opportunities, solutions, and custom objects. Modifying any of these standard or custom fields adds a new entry to the History related
list. All entr ies include the date, time, nature of the change, and w ho made the change. History data does not count against your
organization’s storage limit. Note that not all fields types are available for history tracking. .

For more information on trac king field history, see the follow ing:
 Tracking Field History for Standard Objects
 Tracking Field History for Custom Objects
 History Tracking Implementation Tips

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Tracking Field History for Standard Objects

You can track field history for:
 Accounts
 Cases
 Contacts
 Entitlements
 Service contracts
 Contract line items
 Contracts
 Leads
 Opportunities
 Solutions

To set up field history tracking:

1. Click Your Name | Setup | Custom ize and select the object you w ant to configure.
2. Click Fields.
3. Click Set History Tracking.
 For accounts, contacts, leads, and opportunities, select the Enable Account History, Enable Contact History, Enable
Lead History, or Enable Opportunity Field History checkbox. Deselect the checkbox if you do not w ant to track any
changes. If you deselect the chec kbox, the History related list is automatically removed from associated page layouts.

This checkbox is not available for cases, solutions, or contracts because you cannot disable their history tracking. Certain changes,
such as case escalation, are alw ays tracked.
 When you choose the fields you w ant to track, Salesforce begins trac king history from that date and time forw ard.
Changes made before that date and time are not included. Note that some case, solution, and contract fields are
preselected for history tracking, so changes to those fields are automatically tracked from the time your organization
began using Salesforce.
Choose the fields you w ant tracked.
Click Save.

Tracking Field History for Custom Objects

To trac k field history for custom objects:
1. Click Your Name | Setup | Create | Objects and click Edit next to the name of the custom object.
2. Select the Track Field History checkbox. Deselect the checkbox if you do not w ant to track any changes. If you deselect the
checkbox, the History related list is automatically removed from the custom object's page layouts.
3. Click Save.
4. Select the name of the custom object.
5. Click Set History Tracking in the Custom Fields & Relationships section. This section allows you to set a custom object's
history tracking for both standard and custom fields.

When you choose the fields you w ant to track, Salesforce begins trac king history from that date and time forw ard. Changes made
before that date and time are not included.

If you deselected the Track Field History checkbox, the Set History Tracking button does not display.

6. Choose the fields you w ant tracked.

7. Click Save.

History Tracking Im plem entation Tips

Adm inistration
 You can select a combination of up to 20 standard and custom fields per object.
 You cannot track the follow ing fields:
o History of formula, roll-up summary, or auto-number
o Created By and Last Modified By

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o Expected Revenue field on opportunities

o Master Solution Title or the Master Solution Details fields on solutions; these fields display only for translated
solutions in organizations w ith multilingual solutions enabled
 Field history is stored for 18 months.
 To archive field history, you can:
o Schedule a regular export of FieldHistory data
o Export to a CSV file using object-specific field history reports
o Run a query using the Web services A PI and save your results
 If you use both bus iness accounts and person accounts, review the follow ing before enabling account field history tracking:
o Field history tracking for accounts affects both business accounts and person accounts.
o A maximum of 20 account fields can be tracked. This limit includes fields on person accounts and business accounts.
o Enabling field history tracking on person accounts does not enable field history tracking on personal contacts.
o To report on person account history, run the Account History report.
 You can report on activated contracts w hose fields are tracked by clicking New Custom Report on the Reports tab, selecting
Contract Reports as the data type, and choosing Contract History.
 If you disable field history tracking on an object, you can still report on its history data up to the date and time you disabled
tracking.
 You cannot disable field history tracking for an object if a field on the object is referenced in an Apex script. For more
information, see Apex Code Overview .
 If the parent record in a lookup relationship is deleted, the field history tracking for the child record does not record the
deletion. For example, if a parent account is deleted, the Account History related list for the child account does not show the
deletion.

Custom ization
 When you enable history tracking for an object, be sure to customize your page layouts to include the object's history related
list. For more information, seeCustomizing Page Layouts.
 You cannot customize w hich opportunity fields are trac ked in the opportunities' Stage History related list; how ever, you can
choose w hich opportunity fields are tracked in the Opportunity Field History related list.
 You cannot customize the History related list because it does not store data. The History related list links to data stored
elsew here.
 When you delete a custom field, all of the field history data is deleted and changes are no longer trac ked.
 If you disable field history tracking on a custom object, then you cannot report on its field history.

Management
 Changes to fields w ith more than 255 characters are tracked as edited, and their old and new values are not recorded. For
example, changes to long text area fields are tracked as edited.
 Tracked field values are not automatically trans lated; they display in the language in w hich they w ere made. For example, if a
field value is changed from Green toVerde, Verde is displayed no matter w hat a user's language is, unless the field value has
been translated into other languages via the Translation Workbench. This also applies to record types and picklist values.
 Changes to date fields, number fields, and standard field labels are show n in the locale of the user view ing the History related
list. For example, a date change to August 8, 2005 shows as 8/5/2005 for a user w ith the English ( United States) locale and as
5/8/2005 for a user w ith the English ( United Kingdom) locale.
 Changes to custom field labels that have been translated v ia the Translation Wor kbench are show n in the locale of the user
view ing the History related list. For example, if a custom field label is Red and translated into Spanish as Rojo, then a user
w ith a Spanish locale w ill see the custom field label as Rojo. Otherw ise, the user w ill see the custom field label as Red.
 Changes to the A mount and Quantity fields on opportunities are trac ked even w hen the field is updated as the result of a
change to an opportunity's products or schedules.
 Changes to the Closed When Created field on cases are only tracked w hen the field is updated via the Force.com A PI.
 Field updates are tracked in the History related list if you have set history tracking on those fields.

WHICH IS TRUE ABOUT FIELD DEPENDENCIES?

A. DELETING THE DEPENDENCY REMOV ES THE LOGIC THA T DEFINES HOW THE VALUES OF THE PICKLIST DEPEND ON
THE CONTROLLING FIELD A ND RESETS THE VALUES OF THE DEPENDENT FIELD IN A FFECTED RECORDS.

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B. A MULTI-SELECT PICKLIST CA N BE A DEPENDENT FIELD.

C. ALL STA NDARD AND CUSTOM FIELDS CA N BE CONTROLLING FIELDS.
D. SOME STA NDARD FIELDS CA N BE USED AS DEPENDENT FIELDS.
…
…
B. A MULTI-SELECT PICKLIST CA N BE A DEPENDENT FIELD.

Answer A: Deleting the logic will remove logic between the two fields, but will NOT reset the values of the dependent fields.
Answer C: Standard or Custom M ulti-Select Picklists CANNOT be on the controlling side of the dependency
Answer D: Standard Multi-Select Picklist s CANNOT be on the controlling side of the dependency

WHAT HA PPENS WHEN YOU CONV ERT A LEA D?

Choose 2 answ ers.

A. LEADS THAT A RE MEMBERS OF MULTIPLE CA MPA IGNS WILL DISPLAY ALL ASSOCIA TED CA MPA IGNS IN THE CA MPA IGN
INFLUENCE RELATED LIST OF THE OPPORTUNITY .
B. THE LAST CA MPA IGN THAT A LEA D BECA ME A MEMBER OF WILL BE LISTED AS THE PRIMA RY CA MPA IGN SOURCE.
C. REGA RDLESS IF THE LEA D IS A MEMBER OF A CA MPA IGN OR NOT, YOU HAVE TO MA NUALLY ADD INFLUENTIA L
CA MPA IGNS TO THE CA MPA IGN INFLUENCE RELATED LIST.
D. IF Y OU CONV ERT THE LEA D FROM THE CA MPA IGN MEMBER DETA IL PA GE OF A CERTA IN CA MPA IGN, THAT CA MPAIGN
WILL BE LISTED AS THE PRIMA RY CA MPA IGN SOURCE IN THE CA MPA IGN INFLUENCE RELA TED LIST.
…
…
B. THE LAST CA MPA IGN THAT A LEA D BECA ME A MEMBER OF WILL BE LISTED AS THE PRIMA RY CA MPA IGN SOURCE.
D. IF Y OU CONV ERT THE LEA D FROM THE CA MPA IGN MEMBER DETA IL PA GE OF A CERTA IN CA MPA IGN, THAT CA MPAIGN
WILL BE LISTED AS THE PRIMA RY CA MPA IGN SOURCE IN THE CA MPA IGN INFLUENCE RELA TED LIST.

Answer A: Seem s viable – I have not been able to rule it in or out

Answer B: Has support in the help text below (see highlighted lines)
Answer C: Makes no sen se.
Answer D: I am unable to find evidence for this

Converting Leads

Available in: Group, Professional, Enterprise, Unlim ited, and Developer Editions

User Perm issions Needed

To convert leads: “Create” and “ Edit” on leads, accounts, contacts, and opportunities
AND
“Convert Leads”
AND
“Read” on any related campaigns

When you convert a lead, Salesforce creates a new account, contact, and, optionally, an opportunity using the infor mation from the
lead. Any campaign members are moved to the new contact and the lead becomes read only. If an existing account and contact have
the same names as those specified on the lead, you can choose to update the ex isting account and contact. Information from the lead
is inserted only into blank fields; Salesforce does not overwrite existing account and contact data.

All open and closed activities from the lead are attached to the account, contact, and opportunity. You can assign the ow ner of the
records, and schedule a follow -up task. When you assign a new owner, only the open activities are assigned to the new ow ner. If you
have custom lead fields, that infor mation can be inserted into custom account, contact, or opportunity fields. Converted leads can't be
view ed, although they appear in lead reports. Salesforce updates the Last Modified Date andLast Modified By system fields on
converted leads w hen picklist values included on converted leads are changed.

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To convert a lead:
1. From the lead detail page, clic k Convert.
2. Optionally, change the ow ner of the new records. This reassigns all notes, attachments, and open activities to the new ow ner
but does not change closed activities. Select the Send Email to the Ow ner checkbox to send an automated email to the new
ow ner.

Note: If you have a trigger set to fire w hen new records are created, the tr igger temporar ily assigns a system user as the ow ner of the
created records. After the trigger finishes, the ow ner is set to the lead ow ner.

3. In the Account Name field, select a new account or search for an existing account. Click View to open a printable view of the
existing account. Infor mation from the lead is inserted only into blank fields; it w ill not overw rite existing account data.
4. If you are updating an existing person account, select the checkbox if you w ant to overw rite the Lead Source field in
the person account w ith the value from the lead.
5. In the Opportunity Name field, enter a name for the new opportunity, or select the Do not create a new opportunity upon
conversion checkbox if you do not w ant to create an opportunity.
6. In the Converted Status picklist, select a status for the converted lead. Choices include statuses marked as “converted” by
your administrator.
7. Optionally, fill in the follow ing fields to schedule a follow -up task that is automatically assigned to the record ow ner:

 Subject—Subject or short description of the task, for example, “ Email quote to customer.” You can enter a subject, or
select from a pic klist of previously defined subjects.
 Due Date (optional)—Date w hen the task should be completed. You can enter a date, or choose a date from the
calendar that displays w hen you put your cursor in the field.
 Comments (optional)—Text note describing the task. This field can hold up to 32KB of data.
 Status—Current status of task, for example, Not Started or Completed. ( Picklist selections can be customized by your
administrator.)
 Pr iority—Urgency of the task, for example, Low , Medium, or High. ( Picklist selections can be customized by your
administrator.)
 Send Notification Email (optional)—Select this checkbox to send a notification about this task to the assignee.
 Reminder (optional)—Select this checkbox to schedule a reminder for this task.

8. Click Convert.
 If a duplicate contact exists, choose w hether to create a new contact or update the existing contact. Information from
the lead is inserted only into blank fields; it w ill not overw rite existing contact data.
 When updating an existing contact, chec k the box if you w ant to overw rite the Lead Source field in the contact w ith
the value from the lead.
9. Click Convert to finish.

All notes and attachments from the lead are converted and attached to the new account and contact. All open activities and activ ity
history from the lead are converted and attached to the new account, contact, and opportunity. The converted lead record can no longer
be view ed, although it does contribute data to reports.

Tip: Alternatively, you can also convert a lead by clicking Find Duplicates from the leads home page. See Merging Duplicate Leads for
more information about converting a lead using the merge utility.

Notes on Converting Leads

 Conversion impact on w orkflow :
o You cannot convert a lead that is associated w ith an active approval process or has pending w orkflow actions. For
more information, see Managing Approval Processes and Managing Workflow Rules.
o Converting a lead to a person account cannot tr igger w orkflow rules.
o If validation and triggers for lead convert are enabled in your organization, then converting a lead can tr igger a
workflow action on a lead. For example, if there is an active w orkflow rule that updates a lead field or transfers the
ow ner of a lead, that rule can tr igger w hen the lead is converted, even if the lead is no longer visible on the Leads tab
as a result of the conversion. Note that if a w orkflow rule creates a new task as a result of a lead conversion, the task

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is assigned to the new ly created contact and related to the associated account or opportunity. For more infor mation,
see Customizing Lead Settings.
o When a lead is converted by someone w ho isn't the lead ow ner, all w orkflow tasks associated w ith the lead that are
assigned to that user, except email alerts, are reassigned to the lead ow ner. Workflow tasks assigned to users other
than the lead ow ner and lead converter are not changed.
 Conversion impact on campaigns:
o If the lead matches an existing contact and both records are linked to the same campaign, the campaign member
status is deter mined by w hichever is further along in the lifecycle of the campaign. For example, if the lead member
status is “sent” and the contact member status is “responded,” the responded value is applied to the contact.
o Related campaign information is alw ays associated w ith the new contact record regardless of the user's sharing
access to the campaign.
o When more than one campaign is associated w ith a lead, the most recently associated campaign is applied to
the Pr imary Campaign Source field on the opportunity regardless of the user's sharing access to the campaign.
 Conversion impact on standard and custom lead fields:
o The system automatically maps standard lead fields to standard account, contact, and opportunity fields (see Lead
Conversion Mapping).
o For custom lead fields, your administrator can specify how they map to custom account, contact, and opportunity
fields (see Mapping Custom Lead Fields).
o The system assigns the default picklist values for the account, contact, and opportunity w hen mapping any standard
lead picklist fields that are blank. If your organization uses record types, blank values are replaced w ith the default
picklist values of the new record ow ner.
 When a lead is converted, Chatter feed posts associated w ith the lead aren’t migrated. The lead posts are no longer available
in the Chatter feed.
 Dur ing lead convert, Apex triggers are fired and universally required custom fields and validation rules are enforced only
if validation and tr iggers for lead convertare enabled in your organization.
 Salesforce ignores lookup filters w hen converting leads if the Enforce Validation and Tr iggers from Lead Convert chec kbox on
the Lead Settings page is deselected.
 If the lead has a record type, the default record type of the user converting the lead is assigned to records created during lead
conversion.
 The default record type of the user converting the lead deter mines the lead source values available during conversion. If the
desired lead source values are not available, add the values to the default record type of the user converting the lead.
 Your organization can set its ow n guidelines for deter mining w hen a lead is qualified, but typically, you w ill w ant to convert a
lead as soon as it becomes a real opportunity that you w ant to forecast.
 If you are using local lead names, the Company Name (Local) on the lead w ill automatically map to the Account Name
(Local) along w ith their associated standard name fields.
 If your organization uses div isions, the new account, contact, and opportunity are assigned to the same division as the lead. If
you update an existing account during lead conversion, the account’s division is not changed, and the new contact and
opportunity inherit the account’s division.
 If your organization uses territory management, the new account is evaluated by account assignment rules and may be
assigned to one or more territories. If the rules assign the account to exactly one territory, then the opportunity w ill also be
assigned to that territory. If the rules assign the account to multiple territories, then the opportunity is not assigned to any
territory.
 If your organization uses person accounts, you can convert leads to either person accounts or business accounts. Leads w ith
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 w ith a blank Company field using the Force.com A PI. Leads w ith
a value in the Company field are converted to business accounts. The default business accountrecord type for your profile is
applied to the new business account.

As a best practice, w e recommend that you use different lead record types and page layouts to differentiate leads that w ill be converted
to person accounts from those that w ill be converted to business accounts. In particular, remove the Company field from the page
layouts of leads that w ill be converted to person accounts, and make the Company field required on the page layouts of leads that w ill
be converted to business accounts.

 If your organization uses Salesforce to Salesforce: When you convert a lead, Salesforce to Salesforce inactivates the shared
record and updates the External Sharing related list in your connection's lead record w ith an Inactive (converted) status. Due

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to inactivation of the shared record, changes to the Lead Status dur ing conversion aren't reflected in your connection's lead
record.
 When you convert a lead into a ex isting account, you don’t automatically follow that account. How ever, when you convert the
lead into a new account, you automatically follow the new account, unless you disabled feed tracking for accounts in
your Chatter settings.

WHERE CA N YOU LAUNCH THE NEW CUSTOM OBJECT TAB?

Choose 2 answ ers.

A. AT THE CUSTOM TABS PA GE
B. AT THE QUICK CREA TE SECTION OF THE SIDEBA R.
C. A FTER SAVING A CUSTOM OBJECT.
D. A FTER SAVING A VISUAL FORCE PA GE.
…
…
A. AT THE CUSTOM TABS PA GE
C. A FTER SAVING A CUSTOM OBJECT.

The best way to rationalize this answer is to take a little break and watch the following video. Note that you can either
navigate to Setup | App Setup | Create | Tabs, which is the equivalent to Answer A “At the Cu stom Tabs Page”, although, this
is, perhaps, an ambiguous way to reference the setup page, or you can create a new Object and then select “Launch New
Custom Tab Wizard after Saving Custom Object” (Answer C) to – essentially – get to the same setup page.

Note on 20130422: Thanks to Sandeep Nehra for pointing out that I only had 1 answer for this question (Answer C), whereas
the questions a sks for the selection of 2 answer s ( so I added Answer A).

WORKFLOW RULES IN SALESFORCE CRM A UTOMA TE WHICH TY PES OF ACTIONS?

A. OUTBOUND MESSAGES, FIELD UPDA TES, TIME TRIGGERS, EMA IL ALERTS

B. OUTBOUND MESSAGES, FIELD UPDA TES, TASKS, EMA IL ALERTS
C. OUTBOUND CALLS, FIELD LEV EL SECURITY, A CTIVITIES, EMA IL TEMPLATES
D. OUTBOUND ALERTS, FIELD UPDA TES, TASKS, EMA IL MESSAGES
…
…
B. OUTBOUND MESSAGES, FIELD UPDA TES, TASKS, EMA IL ALERTS

Acronym = FTEO, which also provides the order in which actions are executed
• Field Updates
• Tasks
• Email Alerts
• Outbound Messages

WHEN DO Y OU CREA TE A DATA VALIDATION RULE?

Choose 2 answ ers.

A. A SYSTEM ADMINISTRA TOR WANTS TO MA NUALLY CHECK WEB TO LEA D WITH CERTA IN TY PE OF INPUTS.
B. YOU WA NT TO UPDATE A FIELD WITH A CERTA IN VALUE WHEN ONE FIELD'S VALUE MEETS THE VALIDA TION FORMULA.
C. A CEO WA NTS TO BE NOTIFIED VIA EMA ILS WHENEV ER A RECORD IS CREA TED THAT MEETS CERTA IN
REQUIREMENTS.
D. Y OU DON'T WANT USERS TO ENTER UNWA NTED WORDS IN A FIELD.
…
…
A. A SYSTEM ADMINISTRA TOR WANTS TO MA NUALLY CHECK WEB TO LEA D WITH CERTA IN TY PE OF INPUTS.

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D. Y OU DON'T WANT USERS TO ENTER UNWA NTED WORDS IN A FIELD.

Answer B: Validation Rules do not initiate actions, such a s updating fields

Answer C: Validation Rules do not initiate actions, such a s sending emails

BOB SET UP A LIBRA RY TO STORE ALL HIS TEA M FILES. HE ADDED ALL OF HIS DIRECT REPORTS AS MEMBERS OF THAT
LIBRA RY, INCLUDING JOHN. HE THEN STA RTED TO UPLOAD TEA M FILES. ALL THE OTHER TEA M MEMBERS EXCEPT JOHN
ARE ABLE TO V IEW THE UPLOA DED FILES. WHAT COULD BE THE PROBLEM?

A. BOB'S USER ROLE IS NOT ABOV E THAT OF JOHN'S IN THE ROLE HIERA RCHY.
B. JOHN HAS NO REA D PERMISSION TO DOCUMENTS.
C. JOHN A CCESS TO THE FILES TAB.
D. JOHN IS NOT A SALESFORCE CRM CONTENT USER.
…
…
D. JOHN IS NOT A SALESFORCE CRM CONTENT USER.

WHAT A RE THE WAYS TO CREA TE A NEW USER RECORD?

Choose 2 answ ers.

A. USING INSERT IN DA TALOA DER.
B. CLONE EXISTING USER RECORD FROM THE DETA IL PA GE.
C. A DD MULTIPLE USERS OPTION AT THE USERS PAGE.
D. USER IMPORT WIZA RD.
…
…
A. USING INSERT IN DA TALOA DER.
C. A DD MULTIPLE USERS OPTION AT THE USERS PAGE.

CHOOSE THE CORRECT STATEMENTS ABOUT HOLIDAYS IN SALESFORCE CRM.

Choose 2 answ ers.

A. HOLIDAYS THAT A RE NOT ASSOCIATED TO ANY BUSINESS HOURS WILL A PPLY TO THE WHOLE ORGA NIZATION.
B. HOLIDAYS ENABLE Y OU TO SPECIFY THE DA TES A ND TIMES A T WHICH YOUR CUSTOMER SUPPORT TEA M IS
UNAVAILABLE.
C. Y OU CA N ONLY DELETE A HOLIDAY THA T IS NOT ASSOCIA TED WITH A NY BUSINESS HOURS.
D. DURING HOLIDAYS, A CCESS TO SALESFORCE CRM IS RESTRICTED.
…
…
B. HOLIDAYS ENABLE Y OU TO SPECIFY THE DA TES A ND TIMES A T WHICH YOUR CUSTOMER SUPPORT TEA M IS
UNAVAILABLE.
C. Y OU CA N ONLY DELETE A HOLIDAY THA T IS NOT ASSOCIA TED WITH A NY BUSINESS HOURS.

WHO CAN CREA TE A NEW CA MPA IGN IN SALESFORCE CRM?

A. PENNY WHO HAS A MARKETING USER PROFILE ALTHOUGH THEIR SYSTEM ADMINISTRA TOR UNCHECKED THE
MA RKETING USER CHECKBOX IN HER USER RECORD.
B. SHELDON WHO IS A MARKETING EXECUTIV E, SHE HAS A CREA TE PERMISSION ON CA MPA IGNS AND IS SET TO BE A
MA RKETING USER.
C. LEONA RD, A SYSTEM A DMINISTRATOR WHO IS NOT A MARKETING USER.
D. RA J HAS A SOLUTION MA NA GER PROFILE AND IS SET TO BE A MA RKETING USER.

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…
…
B. SHELDON WHO IS A MARKETING EXECUTIV E, SHE HAS A CREA TE PERMISSION ON CA MPA IGNS AND IS SET TO BE A
MA RKETING USER.

WHERE CA N YOU V IEW A CTIV ITIES?

Choose 3 answ ers.

A. HOME TAB
B. ACTIV ITY TAB
C. A CTIV ITY LIST V IEWS
D. CONSOLE
…
…
A. HOME TAB
C. A CTIV ITY LIST V IEWS
D. CONSOLE

Answer B: Seem s you can customize the Activities Tab, but it does not appear to be a tab that is accessible in the UI.

WHICH OF THE FOLLOWING SCENA RIO WILL TRIGGER CASE AUTO- RESPONSE RULES?

Choose 2 answ ers.

A. A CUSTOMER REPLIED TO A SUPPORT REP'S EMA IL.
B. A CASE IS CREA TED FROM A WEB- TO- CASE FORM.
C. A CUSTOMER SUBMITTED A CASE FROM THE SELF-SERV ICE PORTAL.
D. A CASE IS CREA TED BY THE SUPPORT REP DURING A CUSTOMER CALL.
…
…
B. A CASE IS CREA TED FROM A WEB- TO- CASE FORM.
C. A CUSTOMER SUBMITTED A CASE FROM THE SELF-SERV ICE PORTAL.

JOE SEES THE EV ENT DETA ILS IN SINGLE- USER CALENDA R VIEW BUT HE ONLY SEE BLUE BA RS ON MULTI- USER
CALENDA R V IEW. WHICH OF THE FOLLOWING STATEMENTS IS TRUE?

A. THIS COULD BE A N ISSUE WITH THE BROWSER.

B. HIS EV ENTS FALL OUTSIDE HIS BUSINESS HOURS.
C. HE NEEDS TO ASK THE SYSTEM A DMINISTRA TOR TO ENABLE SHOW EV ENT DETA ILS ON MULTI- USER CALENDA R VIEW.
D. THOSE A RE PRIVATE EV ENTS WHICH DO NOT A PPEA R ON MULTI- USER VIEW.
…
…
C. HE NEEDS TO ASK THE SYSTEM A DMINISTRA TOR TO ENABLE SHOW EV ENT DETA ILS ON MULTI- USER CALENDA R VIEW.

HOW IS A CCESS GRANTED THROUGH THE ROLE HIERA RCHY?

A. IF THE ORGA NIZATIONAL DEFA ULT PERMITS VIEW OF A CERTA IN RECORD TO ALL USERS, A ROLE HIERA RCHY CAN BE
SET UP TO RESTRICT V IEW TO SOME USERS OR GROUP OF USERS.
B. IF THE ORGA NIZATIONAL DEFA ULT RESTRICTS V IEW OF A CERTA IN RECORD TO SOME USERS, A ROLE HIERA RCHY
CA N BE SET UP TO OPEN A CCESS TO THEM.
C. IF A FIELD IS HIDDEN TO A MA NAGER PROFILE USING FIELD LEV EL SECURITY (FLS), A ROLE HIERA RCHY CA N BE SET
UP TO OPEN V ISIBILITY OF THE SA ID FIELD TO THE USERS WITH MA NAGER PROFILE.

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D. IF A FIELD IS HIDDEN IN THE PA GE LAYOUT OF THE MA NAGER PROFILE, A ROLE HIERA RCHY CA N BE USED TO OPEN
VISIBILITY OF THE SAID FIELD TO THE USERS WITH MA NAGER PROFILE.
…
…
B. IF THE ORGA NIZATIONAL DEFA ULT RESTRICTS V IEW OF A CERTA IN RECORD TO SOME USERS, A ROLE HIERA RCHY
CA N BE SET UP TO OPEN A CCESS TO THEM.

CHOOSE THE RULE THAT VALIDATES THA T THE A CCOUNT BILLING Z IP/POSTAL CODE IS IN 99999 OR 99999-9999 FORMA T
IF BILLING COUNTRY IS USA OR US.

A. AND(
OR(BILLINGCOUNTRY = "USA", BILLINGCOUNTRY = "US"),
NOT(
REGEX( BILLINGPOSTALCODE, " \\D{5}(-\\D{4})?")
))
B. OR(
AND(BILLINGCOUNTRY = "USA", BILLINGCOUNTRY = "US"),
NOT(
REGEX( BILLINGPOSTALCODE, " \\D{5}(-\\D{4})?")
))
C. A ND(
OR(BILLINGCOUNTRY = "USA", BILLINGCOUNTRY = "US"),
BUT(
REGEX( BILLINGPOSTALCODE, " \\D{5}(-\\D{4})?")
))
D. IF(
AND(
OR(BILLINGCOUNTRY = "USA", BILLINGCOUNTRY = "US"),
NOT(
REGEX( BILLINGPOSTALCODE, " \\D{5}(-\\D{4})?")
)))
…
…
A. AND(
OR(BILLINGCOUNTRY = "USA", BILLINGCOUNTRY = "US"),
NOT(
REGEX( BILLINGPOSTALCODE, "\\D{5}(-\\D{4})?")
))

WHAT DA TA EXPORT OPTIONS ARE AVAILABLE IN SALESFORCE CRM?

Choose 3 answ ers.

A. WEEKLY EXPORT SERV ICE
B. DA ILY EXPORT SERV ICE
C. DA TA LOADER EXPORT A ND EXPORT ALL FUNCTIONS
D. IMPORT A ND EXPORT WIZA RD
E. EXPORT DETA ILS FUNCTION FROM REPORTS
…
…
A. WEEKLY EXPORT SERV ICE
C. DA TA LOADER EXPORT A ND EXPORT ALL FUNCTIONS
E. EXPORT DETA ILS FUNCTION FROM REPORTS

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PERMISSIONS A RE ORGA NIZ ED BY ASSIGNED A PPS, OBJECT AND TABS, A PP PERMISSIONS, A PPEX CLASS A CCESS,
VISUALFORCE PAGE A CCESS, SYSTEM PERMISSIONS, DESKTOP CLIENT A CCESS, LOGIN HOURS, LOGIN IP RANGES AND
SERV ICE PROV IDERS. A USERS COMPLA INS THAT HE IS DENIED A CCESS TO
HTTP://NA1.VISUAL.FORCE.COM/A PEX/MY HOME. HE CLA IMS HE SHOULD HAV E A CCESS TO IT. WHERE WILL YOU GO TO
EDIT THE USER'S PROFILE AND GRA NT HIM ACCESS THE ABOV E URL?

A. LOGIN HOURS
B. LOGIN IP RANGES
C. V ISUALFORCE PA GE A CCESS
D. SYSTEM PERMISSIONS
…
…
C. V ISUALFORCE PA GE A CCESS

WHICH COUNTS AGA INST FILE STORA GE IN SALESFORCE CRM?

A. FILES IN ATTACHMENTS, THE DOCUMENTS TAB A ND THE FILES TAB,

B. USER PROFILES, PHOTOS AND CHATTER FILES.
C. GOOGLE DOCS, CHA TTER: FEED POSTS AND TRACKED CHANGES, A ND QUOTES
…
…
A. FILES IN ATTACHMENTS, THE DOCUMENTS TAB A ND THE FILES TAB,

WHAT A RE THE DIFFERENCES BETWEEN SALES WITH ACCOUNT TEA MS?

A. ROLES ASSIGNED TO MEMBERS IN A CCOUNT TEA MS A RE BASED ACCOUNT TEA M ROLES LIST WHILE THA T FOR THE
SALES TEA MS A RE BASED ON SALES TEA M ROLES LIST. YOU CA N MA NAGE THESE LISTS OF ROLES SEPA RA TELY FOR
EA CH TEA M.
B. A SALES TEA M IS A GROUP OF USERS THA T TY PICALLY WORK TOGETHER ON OPPORTUNITIES WHILE A N A CCOUNT
TEA M IS A TEA M OF USERS THAT WORK TOGETHER ON A N ACCOUNT.
C. A SALES TEA M IS A GROUP OF USERS THA T TY PICALLY WORK TOGETHER ON OPPORTUNITIES A ND LEA DS WHILE AN
ACCOUNT TEA M IS A TEA M OF USERS THA T WORK TOGETHER ON AN ACCOUNT.
D. A SALES TEA M IS A SUBSET OF A N ACCOUNT TEA M. THE LATTER MAY BE COMPOSED OF ONE OR MORE OF THE
FORMER.
E. AN ACCOUNT TEA M IS A SUBSET OF A SALES TEA M. THE LA TTER MAY BE COMPOSED OF ONE OR MORE OF THE
FORMER.
…
…
B. A SALES TEA M IS A GROUP OF USERS THA T TY PICALLY WORK TOGETHER ON OPPORTUNITIES WHILE A N A CCOUNT
TEA M IS A TEA M OF USERS THAT WORK TOGETHER ON A N ACCOUNT.

WHAT HA PPENS IF A MA NAGED PA CKAGE DOES NOT REQUIRE A LICENSE?

A. SALESFORCE AUTOMA TICALLY ASSIGNS LICENSES TO ALL YOUR USERS AND THE ABILITY TO MA NAGE LICENSES IS
NOT AVAILABLE.
B. ALL USERS CA N USE THE PA CKAGE REGA RDLESS IF THEY HAV E THE A PPROPRIA TE PROFILES AND ROLES TO THE
APP'S COMPONENTS.
C. SALESFORCE A UTOMA TICALLY ASSIGNS LICENSES TO ALL YOUR USERS A ND THE SYSTEM A DMINISTRATOR CA N
TURN OFF THIS LICENSE TO ANY USER TO BLOCK A CCESS TO THE PA CKAGE..
D. THERE IS NO MA NA GED PA CKAGE THAT DOESN'T HAVE A LICENSE.
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A. SALESFORCE AUTOMA TICALLY ASSIGNS LICENSES TO ALL YOUR USERS AND THE ABILITY TO MA NAGE LICENSES IS
NOT AVAILABLE.

YOU HAVE SUCCESSFULLY IMPLEMENTED SALESFORCE CRM IDEAS. AS MORE AND MORE PEO PLE USE THIS INITIA TIV E,
YOU GET MORE AND MORE FEEDBA CK ABOUT THE POPULAR IDEAS SUB-TAB NOT BEING UPDATED. WHICH OF THE
FOLLOWING ACTIONS SHALL YOU TAKE?

A. DECREASE THE HALF-LIFE OF IDEAS.

B. TELL PEOPLE THAT POPULA R IDEAS SUB- TAB DISPLAYS IDEA S A CCORDING TO THEIR VOTES A ND THEY HAV E NOT
YET VOTED NEW IDEAS ENOUGH TO REPLACE THE EXISTING POPULA R IDEA S.
C. DISABLE HALF-LIFE.
D. ENABLE VOTING.
…
…
A. DECREASE THE HALF-LIFE OF IDEAS.

WHICH A RE TRUE ABOUT LINKS IN THE CONSOLE TAB?

Choose 2 answ ers.

A. CLICKING BUTTONS OR LINKS ON THE RECORD WITHIN THE DETA IL V IEW DISPLAYS THE RECORD IN THE MINI VIEW.
B. LINKS IN MINI VIEW DISPLAYS THE RECORD IN THE DETA IL VIEW AND ITS ASSOCIA TED RECORDS IN THE MINI V IEW.
C. LINKS ON RECORDS UNDER RECENT ITEMS IN THE SIDEBA R DISPLAYS THE OBJECT'S LIST VIEW IN THE LIST V IEW
FRA ME.
D. CLICKING PRINTABLE V IEW, CHECK SPELLING A ND HELP FOR THIS PA GE LINKS OPENS A NEW BROWSER WINDOW
OUTSIDE THE CONSOLE TAB.
…
…
B. LINKS IN MINI VIEW DISPLAYS THE RECORD IN THE DETA IL VIEW AND ITS ASSOCIA TED RECORDS IN THE MINI V IEW.
D. CLICKING PRINTABLE V IEW, CHECK SPELLING A ND HELP FOR THIS PA GE LINKS OPENS A NEW BROWSER WINDOW
OUTSIDE THE CONSOLE TAB.

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WHICH ELEMENTS CA N A PPROVAL PROCESS HAVE?

Choose 2 answ ers.

A. A NAME A ND DESCRIPTION TO DISTINGUISH IT FROM OTHER A PPROVAL PROCESSES.
B. ENTRY CRITERIA IF YOU ONLY WANT RECORDS WITH CERTA IN ATTRIBUTES TO BE INCLUDED
C. A NY NUMBER OF STEPS THA T DETERMINE THE SEQUENCE OF ACTIONS TO TAKE WHEN A RECORD MA TCHES THE
CRITERIA. EA CH STEP CAN HAVE UP TO 80 A CTIONS, 10 OF EA CH TY PE: EMA IL ALERTS, FIELD UPDA TES, TASKS, AND
OUTBOUND MESSA GES.
…
…
A. A NAME A ND DESCRIPTION TO DISTINGUISH IT FROM OTHER A PPROVAL PROCESSES.
B. ENTRY CRITERIA IF YOU ONLY WANT RECORDS WITH CERTA IN ATTRIBUTES TO BE INCLUDED

WHO CAN CREA TE WORKFLOW RULES?

A. USERS WITH “VIEW SETUP AND CONFIGURA TION” PERMISSION.

B. USERS WITH "MANA GE WORKFLOW RULES" PERMISSION
C. USERS WITH “ CUSTOMIZ E A PPLICA TION” PERMISSION.
D. USERS WITH "CREA TE WORKFLOW RULES" PERMISSION.
…
…
C. USERS WITH “ CUSTOMIZ E A PPLICA TION” PERMISSION.

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WHERE DO YOU SET THE V ISIBILITY OF AN A PP?

Choose 3 answ ers.

A. CUSTOM A PP EDIT PA GE.
B. USER INFORMA TION PA GE.
C. USER PROFILE.
D. NEW CUSTOM A PP WIZA RD.
…
…
A. CUSTOM A PP EDIT PA GE.
C. USER PROFILE.
D. NEW CUSTOM A PP WIZA RD.

WHAT HA PPENS A FTER YOU ENABLE REPORT BUILDER UPGRA DE?

Choose 2 answ ers.

A. ALL PROFILES GET A CCESS TO THE REPORT BUILDER BY DEFA ULT.
B. SCA TTER CHA RTS WILL NO LONGER BE AVAILABLE TO ALL USERS.
C. THE REPORT WIZZARD WILL NO LONGER BE AVAILABLE TO ALL USERS.
D. THE REPORT WIZZARD WILL STILL BE AVAILABLE IN A CCESSIBILITY MODE.
…
…
A. ALL PROFILES GET A CCESS TO THE REPORT BUILDER BY DEFA ULT.
D. THE REPORT WIZZARD WILL STILL BE AVAILABLE IN A CCESSIBILITY MODE.

WHAT A RE TRUE ABOUT A DVANCED CURRENCY MA NAGEMENT IN SALESFORCE CRM?

Choose 2 answ ers.

A. IF YOUR ORGA NIZATION USES A DVANCED CURRENCY MA NAGEMENT, THE OPPORTUNITY CLOSE DATE DETERMINES
WHICH CONV ERSION RA TE TO USE WHEN DISPLAYING CURRENCY A MOUNTS.
B. WHEN A DVANCED CURRENCY MA NAGEMENT IS FIRST ENA BLED, YOUR EXISTING EXCHA NGE RA TES ARE DELETED
AND AS A SYSTEM A DMINISTRATOR, Y OU WILL HAV E TO CREA TE A SET OF EXCHA NGE RA TES.
C. IF Y OU DISABLE ADVANCED CURRENCY MA NAGEMENT, ALL CURRENCY CONV ERSIONS WILL USE THE STATIC
CONV ERSION RATE.
D. A DVANCED CURRENCY MA NAGEMENT REQUIRES A CUSTOM FISCAL Y EAR STRUCTURE.
…
…
A. IF YOUR ORGA NIZATION USES A DVANCED CURRENCY MA NAGEMENT, THE OPPORTUNITY CLOSE DATE DETERMINES
WHICH CONV ERSION RA TE TO USE WHEN DISPLAYING CURRENCY A MOUNTS.
C. IF Y OU DISABLE ADVANCED CURRENCY MA NAGEMENT, ALL CURRENCY CONV ERSIONS WILL USE THE STATIC
CONV ERSION RATE.

WHAT IS A BASIC CONSIDERA TION WHEN CHA NGING THE RECORD OWNER?

A. THE NEW OWNER HAS A T LEA ST “REA D” PERMISSION ON THE OBJECT.

B. THE NEW OWNER HAS A T LEA ST “REA D/WRITE” PERMISSION ON THE OBJECT.
C. THE NEW OWNER HAS AT LEAST “ REA D/WRITE/TRANSFER” PERMISSION ON THE OBJECT.
…
…

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A. THE NEW OWNER HAS A T LEA ST “REA D” PERMISSION ON THE OBJECT.

A SYSTEM A DMINISTRATOR DELETED A CUSTOM FIELD IN THE ACCOUNTS OBJECT. WHICH OF THE FOLLOWING IS TRUE?

A. CUSTOM FORMULA FIELDS REFERENCING THIS FIELD WILL ALSO BE DELETED.

B. THIS FIELD STILL COUNTS A GAINST THE MA XIMUM NUMBER OF CUSTOM FIELDS ALLOWED IN Y OUR ORGANIZA TION,
UNLESS PERMA NENTLY DELETED.
C. SALESFORCE STORES DELETED CUSTOM FIELDS A ND THEIR DATA IN THE RECY CLE BIN UNTIL YOUR ORGANIZA TION
PERMA NENTLY DELETES THEM OR 45 DAYS HAS ELA PSED, WHICHEV ER HA PPENS FIRST.
D. ASSIGNMENT OR ESCALATION RULES THAT RELY ON THE CUSTOM FIELD DA TA WILL CEA SE TO RUN.
…
…
B. THIS FIELD STILL COUNTS A GAINST THE MA XIMUM NUMBER OF CUSTOM FIELDS ALLOWED IN Y OUR ORGANIZA TION,
UNLESS PERMA NENTLY DELETED.

WHEN USING KNOWLEDGE, WHEN CA N A RTICLES BE CREATED?

A. UPON INITIA L POST OF THE CUSTOMER IN THE A NSWERS COMMUNITY.

B. UPON REPLY TO A CUSTOMER'S EMA IL.
C. WHEN CLOSING A CASE.
D. UPON REPLY FROM THE CUSTOMER.
…
…
C. WHEN CLOSING A CASE.

WHAT A RE THE CONSIDERA TIONS WHEN CREA TING TIME- DEPENDENT A CTIONS AND TIME TRIGGERS?

Choose 2 answ ers.

A. WHEN DEFINING A TIME TRIGGER, USE STA NDARD AND CUSTOM DA TE A ND DA TE/TIME FIELDS DEFINED FOR THE
OBJECT. SPECIFY TIME USING DAYS AND HOURS.
B. YOU CA N NOT A DD A CTIONS TO EXISTING TIME TRIGGERS.
C. SALESFORCE EVALUATES TIME- BASED WORKFLOW ON THE ORGA NIZATION'S TIME Z ONE, NOT THE USERS'. USERS IN
DIFFERENT TIME Z ONES MAY SEE DIFFERENCES IN BEHAVIOR.
D. SALESFORCE EXECUTES TIME TRIGGERS THAT REFERENCE NULL FIELDS.
…
…
A. WHEN DEFINING A TIME TRIGGER, USE STA NDARD AND CUSTOM DA TE A ND DA TE/TIME FIELDS DEFINED FOR THE
OBJECT. SPECIFY TIME USING DAYS AND HOURS.
C. SALESFORCE EVALUATES TIME- BASED WORKFLOW ON THE ORGA NIZATION'S TIME Z ONE, NOT THE USERS'. USERS IN
DIFFERENT TIME Z ONES MAY SEE DIFFERENCES IN BEHAVIOR.

WHEN DO Y OU USE THE IMPORT WIZA RD?

CHOOSE 2 A NSWERS.
A. WHEN UPDATING 150 LEA DS RECORDS SO THA T A CUSTOM FIELD IN THE UPDA TED RECORDS WILL CONTAIN A NULL
VALUE.
B. WHEN UPDATING 900 A CCOUNTS RECORDS SO THA T THE EMA IL FIELD IN THE UPDA TED RECORDS WILL HAV E THE
MA RKETING USER'S EMA IL A DDRESS.
C. WHEN IMPORTING 1900 NEW RECORDS TO A CUSTOM FIELD.
D. WHEN MASS DELETING MORE THA N 250 RECORDS A T A TIME.

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…
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B. WHEN UPDATING 900 A CCOUNTS RECORDS SO THA T THE EMA IL FIELD IN THE UPDA TED RECORDS WILL HAV E THE
MA RKETING USER'S EMA IL A DDRESS.
C. WHEN IMPORTING 1900 NEW RECORDS TO A CUSTOM FIELD.

NOT SURE ABOUT THIS

THIS TOOL DISPLAYS A GRA PHICAL V ERSION OF A N A PPROVAL PROCESS.

A. PROCESS V ISUALIZ ER
B. VISUAL WIZARD
C. V ISUALIZ ER WIZARD
D. JUMP START WIZARD
…
…
A. PROCESS V ISUALIZ ER

WHICH OF THE FOLLOWING A RE TRUE ABOUT A DVANCED CURRENCY MA NAGEMENT (A CM)?

Choose 2 answ ers.

A. DATED EXCHA NGE RA TES' MAXIMUM LENGTH OF VALIDITY IS EQUIVALENT TO ONE FISCAL Y EA R.
B. ACM REQUIRES MULTIPLE CURRENCIES ENABLED.
C. IF Y OU DISABLE ADVANCED CURRENCY MA NAGEMENT, ALL CURRENCY CONV ERSIONS WILL USE THE STATIC
CONV ERSION RATE.
D. ONCE A CM IS ENA BLED YOU CA N NOT DISABLE IT.
…
…
B. ACM REQUIRES MULTIPLE CURRENCIES ENABLED.
C. IF Y OU DISABLE ADVANCED CURRENCY MA NAGEMENT, ALL CURRENCY CONV ERSIONS WILL USE THE STATIC
CONV ERSION RATE.

WHEN A RE DATA VALIDA TION RULES ENFORCED?

A. UPON OPENING THE RECORD

B. UPON CLOSING THE RECORD
C. UPON EDITING A FIELD
D. UPON SAVING A RECORD
…
…
D. UPON SAVING A RECORD

WHAT CA N YOU DO WHEN CREA TING LIST V IEWS?

Choose 3 answ ers.

A. FILTER THE TY PE OF RECORDS TO DISPLAY.
B. ASSIGN THE LIST V IEW TO DIFFERENT PROFILES.
C. DETERMINE THE V ISIBILITY OF THE LIST V IEW.
D. SET THE FIELDS INCLUDED IN THE LIST V IEW.
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A. FILTER THE TY PE OF RECORDS TO DISPLAY.
C. DETERMINE THE V ISIBILITY OF THE LIST V IEW.
D. SET THE FIELDS INCLUDED IN THE LIST V IEW.

WHAT MAY NOT BE SPECIFIED WHEN CREA TING A WEB TAB?

A. TAB LABEL A ND TAB NA ME.

B. URL OF A WEB PAGE/SITE.
C. TAB STYLE.
D. CONTENT FRA ME HEIGHT ( PIXELS).
…
…
B. URL OF A WEB PAGE/SITE.

NOT SURE ABOUT THIS

HOW DOES FOLDER A CCESS DIFFER FROM RECORD ACCESS?

A. FOLDER ACCESS IS CONTROLLED BY PERMISSIONS WHILE RECORD ACCESS IS CONTROLLED BY ROLE HIERA RCHY
AND ORG-WIDE DEFA ULTS.
B. FOLDER ACCESS IS CONTROLLED BY PERMISSIONS WHILE RECORD ACCESS IS CONTROLLED BY ROLE HIERA RCHY,
FIELD LEV EL SECURITY A ND ORG-WIDE DEFA ULTS.
C. FOLDER A CCESS IS CONTROLLED BY PERMISSIONS WHILE RECORD A CCESS IS CONTROLLED BY FIELD LEV EL
SECURITY A ND ORG-WIDE DEFA ULTS.
D. FOLDER A CCESS IS CONTROLLED BY PERMISSIONS WHILE RECORD A CCESS IS CONTROLLED BY ROLE HIERA RCHY
AND FIELD LEV EL SECURITY.
…
…
A. FOLDER ACCESS IS CONTROLLED BY PERMISSIONS WHILE RECORD ACCESS IS CONTROLLED BY ROLE HIERA RCHY
AND ORG-WIDE DEFA ULTS.

CA MPA IGNS AND CONTA CTS OBJECTS ARE HIDDEN FROM PROFILE_A, WHICH HAS THE 'CUSTOMIZ E A PPLICATION'
PERMISSION. IF MR. YOUNG IS A USER WITH PROFILE_A, WHICH OF THE FOLLOWING IS TRUE?

Choose 2 answ ers.

A. HE CANNOT CREA TE A WORKFLOW RULE ON EITHER CA MPA IGNS OR CONTRA CTS.
B. MR. YOUNG CA N CREA TE WORKFLOW RULES ON CA MPA IGNS A ND CONTA CTS BUT NOT ON USERS (OBJECT).
C. HE CA N STILL CREA TE WORKFLOW RULES ON ALL OBJECTS, INCLUDING CA MPA IGNS A ND CONTACTS.
D. MR. YOUNG CAN CREA TE A WORKFLOW RULE ON CA MPA IGNS BUT NOT ON CONTACTS.
…
…
B. MR. YOUNG CA N CREA TE WORKFLOW RULES ON CA MPA IGNS A ND CONTA CTS BUT NOT ON USERS (OBJECT).
C. HE CA N STILL CREA TE WORKFLOW RULES ON ALL OBJECTS, INCLUDING CA MPA IGNS A ND CONTACTS.

WHAT HA PPENS IF Y OU MASS-TRA NSFER RECORDS FROM ONE USER TO A NOTHER?

Choose 2 answ ers.

A. WHEN Y OU TRANSFER RECORDS FROM ONE USER TO ANOTHER, THE SHA RING RULES ARE REEVALUA TED TO A DD
OR REMOV E A CCESS TO THE TRANSFERRED RECORDS AS NECESSA RY.
B. IF YOU TRA NSFER CLOSED OPPORTUNITIES, THE SALES TEA M IS MA INTAINED.

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C. OWNERSHIP OF ALL RELATED TASK WILL BE TRANSFERRED TOO.

D. IF DUPLICA TE RECORDS A RE FOUND, YOU HAV E THE OPTION TO TRA NSFER ONE OR ALL THE RECORDS.
…
…
A. WHEN Y OU TRANSFER RECORDS FROM ONE USER TO ANOTHER, THE SHA RING RULES ARE REEVALUA TED TO A DD
OR REMOV E A CCESS TO THE TRANSFERRED RECORDS AS NECESSA RY.
B. IF YOU TRA NSFER CLOSED OPPORTUNITIES, THE SALES TEA M IS MA INTAINED.

WHAT WILL HA PPEN TO THE RECORDS OF A PACKAGE AFTER UNINSTALLING THE LATTER?

A. ALL RECORDS WILL BE LOST.

B. ALL RECORDS WILL BE STORED IN THE RECY CLE BIN.
C. A N EXPORT FILE CONTA INING THESE RECORDS WILL A PPEA R UNDER DA TA FROM UNINSTALLED PA CKAGES.
D. A N EXPORT FILE CONTA INING THE RECORDS WILL A PPEA R IN DATA EXPORT.
…
…
C. A N EXPORT FILE CONTA INING THESE RECORDS WILL A PPEA R UNDER DA TA FROM UNINSTALLED PA CKAGES.

WHAT A RE THE CA PABILITIES OF WEB- TO-LEA D A UTO- RESPONSE RULES?

Choose 2 answ ers.

A. DETERMINE WHICH EMA IL TEMPLATE TO USE WHEN RESPONDING TO LEA DS.
B. SPECIFY THE EMA IL SENDER'S NA ME AND ADDRESS.
C. TRIGGER A MASS MA IL TO LEA DS WHEN A CRITERIA IS MET.
D. NOTIFY THE OWNER OF OWNER OF THE NEW LEA D UPON ITS CREA TION.
…
…
A. DETERMINE WHICH EMA IL TEMPLATE TO USE WHEN RESPONDING TO LEA DS.
B. SPECIFY THE EMA IL SENDER'S NA ME AND ADDRESS.

WHAT IS TRUE IF A RECORD IS "LOCKED"?

Choose 2 answ ers.

A. SALESFORCE PREV ENTS THE RECORD OWNER FROM EDITING OR DELETING THE RECORD.
B. USERS MUST HAVE THE “ MODIFY ALL” OBJECT-LEV EL PERMISSION FOR THE GIV EN OBJECT, OR THE “ MODIFY ALL
DA TA” PERMISSION, TO EDIT THE LOCKED RECORD.
C. IF THE RECORD IS A CAMPA IGN, YOU CA N NOT A DD CA MPA IGN MEMBERS TO IT PRIOR TO A PPROVAL.
D. Y OU CA N STILL EDIT THE DEFA ULT ACTION FOR INITIAL SUBMISSION A ND RECA LL A CTIONS.
…
…
A. SALESFORCE PREV ENTS THE RECORD OWNER FROM EDITING OR DELETING THE RECORD.
B. USERS MUST HAVE THE “ MODIFY ALL” OBJECT-LEV EL PERMISSION FOR THE GIV EN OBJECT, OR THE “ MODIFY ALL
DA TA” PERMISSION, TO EDIT THE LOCKED RECORD.

IN WHICH GROUP OF OBJECTS DO YOU SEE THE NEW MEETING REQUEST BUTTON IN THE OPEN A CTIVITIES RELA TED
LIST?

A. ALL CUSTOM AND STA NDARD OBJECTS EXCEPT FOR CASES, QUOTES, IDEA S, PRODUCTS A ND PRICEBOOKS.
B. PERSON A CCOUNTS, CONTACTS, LEA DS A ND CUSTOM OBJECTS.
C. A CCOUNTS, PERSON A CCOUNTS, CONTACTS AND LEA DS.
D. A CCOUNTS, PERSON A CCOUNTS, CONTACTS, LEA DS A ND CUSTOM OBJECTS.

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E. PERSON A CCOUNTS, CONTACTS AND LEA DS

F. CONTA CTS A ND LEA DS ONLY
…
…
E. PERSON A CCOUNTS, CONTACTS AND LEA DS

WHICH A RE TRUE ABOUT STORA GE ALLOCA TION IN SALESFORCE CRM?

Choose 3 answ ers.

A. PERSON A CCOUNTS COUNT AGA INST BOTH ACCOUNT A ND CONTA CT STORAGE BECA USE THE A PI CONSIDERS EA CH
PERSON ACCOUNT TO CONSIST OF ONE ACCOUNT AS WELL AS ONE CONTACT.
B. ARCHIV ED A CTIVITIES COUNT AGAINST STORA GE.
C. SOME DELETED ITEMS STILL COUNTS AGA INST STORAGE.
D. A CTIV E OR A RCHIV ED PRODUCTS, PRICE BOOKS, PRICE BOOK ENTRIES, AND ASSETS DO NOT COUNT AGA INST
STORA GE.
…
…
A. PERSON A CCOUNTS COUNT AGA INST BOTH ACCOUNT A ND CONTA CT STORAGE BECA USE THE A PI CONSIDERS EA CH
PERSON ACCOUNT TO CONSIST OF ONE ACCOUNT AS WELL AS ONE CONTACT.
B. ARCHIV ED A CTIVITIES COUNT AGAINST STORA GE.
D. A CTIV E OR A RCHIV ED PRODUCTS, PRICE BOOKS, PRICE BOOK ENTRIES, AND ASSETS DO NOT COUNT AGA INST
STORA GE.

WHICH OBJECTS USE FOLDERS?

Choose 3 answ ers.

A. EMA ILS
B. DOCUMENTS
C. DA SHBOA RDS
D. REPORTS
…
…
B. DOCUMENTS
C. DA SHBOA RDS
D. REPORTS

WHICH OF THE FOLLOWING CONDITIONS WILL NOT TRIGGER A VALIDATION RULE?

Choose 2 answ ers.

A. A USERS UPSERTED A RECORD USING DATA LOA DER. A FIELD IN ONE RECORD MEETS THE CRITERIA OF AN ACTIV E
VALIDATION RULE.
B. AN ASSIGNEMENT RULE CHA NGED THE RECORD OWNER TO JOHN SMITH WHERE A N A CTIV E VALIDA TION RULE IS SET
TO ENSURE THAT HE IS NOT ASSIGNED A RECORD.
C. A WORKFLOW RULE UPDA TES A FIELD TO MEET AN ACTIV E VALIDATION RULE CRITERIA.
D. Y OU CONV ERT A LEA D A ND A N ACTIV E VALIDATION RULE THAT DISALLOWS THAT LEA D'S NA ME TO BE SAVED.
…
…
B. AN ASSIGNEMENT RULE CHA NGED THE RECORD OWNER TO JOHN SMITH WHERE A N A CTIV E VALIDA TION RULE IS SET
TO ENSURE THAT HE IS NOT ASSIGNED A RECORD.
C. A WORKFLOW RULE UPDA TES A FIELD TO MEET AN ACTIV E VALIDATION RULE CRITERIA.

NOT SURE ABOUT THIS

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WHICH OF THE FOLLOWING A CTIONS DO NOT TRIGGER WORKFLOW RULES?

Choose 2 answ ers.

A. CHA NGING THE TERRITORY ASSIGNMENTS OF A CCOUNTS A ND OPPORTUNITIES.
B. CONV ERTING LEA DS INTO A CCOUNTS.
C. MA SS UPDA TING DIV ISIONS.
D. UPSERT OF LEA DS.
…
…
A. CHA NGING THE TERRITORY ASSIGNMENTS OF A CCOUNTS A ND OPPORTUNITIES.
C. MA SS UPDA TING DIV ISIONS.

A NEWLY HIRED SALESFORCE SYSTEM A DMINISTRATOR INA DV ERTENTLY DELETED A CUSTOM OBJECT. AFTER
RESTORATION OF THE OBJECT, WHA T ELSE NEEDS TO BE DONE?

Choose 2 answ ers.

A. RECREA TE ITS CUSTOM TAB AND RESTORE THE RECORDS.
B. REA CTIVATE DATA VALIDA TION RULES A ND A NY APPROVAL PROCESS FOR THA T OBJECT.
C. REBUILD WORKFLOW RULES.
D. RE ESTABLISH BROKEN LOOK UP RELATIONSHIPS.
…
…
B. REA CTIVATE DATA VALIDA TION RULES A ND A NY APPROVAL PROCESS FOR THA T OBJECT.
C. REBUILD WORKFLOW RULES.

WHICH STATEMENTS A RE TRUE ABOUT FISCAL Y EA R SETTINGS IN SALESFORCE?

A. WHEN Y OU CHA NGE THE FISCAL Y EA R STA RT MONTH OF A STA NDARD FISCAL Y EA R, YOU COME UP WITH A CUSTOM
FISCAL Y EAR.
B. WHEN Y OU ENABLE CUSTOM FISCAL Y EAR, A DEFA ULT CUSTOM FISCAL Y EA R TEMPLA TE WILL BE ASSIGNED TO YOUR
ORGANIZA TION.
C. STANDA RD FISCAL Y EA RS CA N STA RT ON THE FIRST DAY OF A NY MONTH.
…
…
C. STANDA RD FISCAL Y EA RS CA N STA RT ON THE FIRST DAY OF A NY MONTH.

WHAT A RE THE CONSIDERA TIONS WHEN ASSIGNING USERS TO ROLES?

Choose 2 answ ers.

A. ALL USERS THAT REQUIRE VISIBILITY TO THE ENTIRE ORGANIZA TION SHOULD BELONG TO THE HIGHEST LEV EL IN THE
HIERA RCHY.
B. IT IS NOT NECESSARY TO CREA TE INDIV IDUAL ROLES FOR EA CH TITLE AT YOUR COMPA NY, RA THER YOU WANT TO
DEFINE A HIERA RCHY OF ROLES TO CONTROL A CCESS OF INFORMA TION ENTERED BY USERS IN LOWER LEV EL ROLES.
C. WHEN A N ACCOUNT OWNER IS NOT ASSIGNED A ROLE, THE SHA RING A CCESS FOR RELA TED CONTA CTS IS
REA D/WRITE, PROV IDED THE ORGA NIZATION-WIDE DEFA ULT FOR CONTA CTS IS CONTROLLED BY PA RENT.
D. ALL USERS THA T REQUIRE V ISIBILITY TO THE ENTIRE ORGA NIZATION SHOULD BE NEXT TO THE CEO IN THE
HIERA RCHY.
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A. ALL USERS THAT REQUIRE VISIBILITY TO THE ENTIRE ORGANIZA TION SHOULD BELONG TO THE HIGHEST LEV EL IN THE
HIERA RCHY.
B. IT IS NOT NECESSARY TO CREA TE INDIV IDUAL ROLES FOR EA CH TITLE AT YOUR COMPA NY, RA THER YOU WANT TO
DEFINE A HIERA RCHY OF ROLES TO CONTROL A CCESS OF INFORMA TION ENTERED BY USERS IN LOWER LEV EL ROLES.

YOU ARE IMPLEMENTING ANSWERS IN YOUR ORGA NIZATION. DURING TEST DEPLOY MENT, YOU REALIZ ED THA T USERS
TEND TO EITHER DISREGA RD IMPORTA NT FIELD OR PLA CE UNEXPECTED VALUES TO CERTA IN FIELDS.WHA T WILL YOU
DO TO CORRECT THIS?

A. CORRECT THE A NSWERS PA GE LAYOUTS.

B. EDIT THE A NSWERS FIELD LAYOUTS.
C. CREA TE QUESTION VALIDA TION RULES.
D. SET UP A NSWERS VALIDATION RULES.
…
…
C. CREA TE QUESTION VALIDA TION RULES.

VIEW SETUP A ND CONFIGURA TION PERMISSION IS A UTOMATICALLY CHECKED WHEN YOU CHECK WHICH OF THE
FOLLOWING PERMISSIONS?

Choose 2 answ ers.

A. CUSTOMIZ E A PPLICA TION
B. WEEKLY DATA EXPORT
C. MA NA GE EMA IL CLIENT CONFIGURA TIONS
D. MA NA GE PA CKAGE LICENSES
…
…
A. CUSTOMIZ E A PPLICA TION
C. MA NA GE EMA IL CLIENT CONFIGURA TIONS

WHICH A PPROVAL PROCESS WIZARD IS CONSISTS OF A SETUP WIZARD THA T ALLOWS YOU TO DEFINE YOUR PRO CESS
AND A NOTHER SETUP WIZA RD THA T ALLOWS YOU TO DEFINE EA CH STEP IN THE PROCESS?

A. EASY STA RT WIZARD

B. JUMP STA RT WIZA RD
C. STARTUP WIZARD
D. STANDA RD WIZA RD
…
…
D. STANDA RD WIZA RD

There are only two possible “Wizards” that you can use wh en you create an Approval Process: The Jump Start Wizard
(Answer B) and the Standard Wizard (Answer D). When using the Jump Start Wizard, you can only define your process, not
each step in the process. This may cause some confu sion, because, in reality, when you complete the setup u sing the Jump
Start Wizard, you are presented with the option to “View Approval Process Detail Page”, where you can define additional
step s in the process, but – at that point – you are no longer using the Jump Start Wizard. In contrast, if you select the
Standard Wizard from the very beginning, you are taken through a guided set of screen s, which, ultimately, provides yo u with
the option to “Create an Approval Step” via the Standard Wizard. Again, you can elect to skip that process in the Standard
Wizard and get routed to the “Approval Process Detail Page”, where you can create additional steps out side of the Standard
Wizard. The trick here is to gauge what is happening in the respective Wizards, not necessarily what you can do after you
elect to view the Approval Process Detail Page – such i s the confu sing nature of Wizards to begin with ;-)

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Note on 20130422: Ba sed on questions from Sandeep Nehra, I augmented the answer for this question with a rational.

A TELECOM COMPA NY IS IMPLEMENTING SALESFORCE IN ITS SERV ICE A ND SUPPORT DEPA RTMENT. THEY WANT TO
RECEIV E EMA ILS IN SALESFORCE SO THA T A CASE WILL BE CREA TED FOR NEW INCOMING EMA ILS. THEY ALSO WANT TO
SET IT SO THA T IF A N EMA IL CONTAINS WORDS SUCH AS "FRUSTRATED", "A GGRAVATED" AND THE LIKES WILL
AUTOMA TICALLY BE ROUTED TO THE TIER 2 SUPPORT.WHA T CASE MA NAGEMENT FEA TURES WILL HAV E TO BE USED IN
ORDER TO SATISFY THE ABOV E REQUIREMENTS?

Choose 2 answ ers.

A. CASE ESCALATION RULES.
B. EMA IL TO SALESFORCE.
C. EMA IL TO CASE.
D. CA SE ASSIGNMENT RULES.
…
…
C. EMA IL TO CASE.
D. CA SE ASSIGNMENT RULES.

WHICH IS NOT CORRECT ABOUT VALIDATION RULES?

Choose 2 answ ers.

A. VALIDA TION FORMULAS CA N REFERENCE CA MPA IGN STA TISTIC FIELDS, INCLUDING STATISTICS FOR INDIV IDUA L
CA MPA IGNS AND CA MPA IGN HIERA RCHIES.
B. IF VALIDA TION RULES EXIST FOR A CTIVITIES A ND Y OU CREA TE AN A CTIV ITY DURING LEA D CONV ERSION, THE LEA D
CONV ERTS BUT A TASK ISN'T CREATED.
C. WHEN DEFINING VALIDA TION RULES, YOU CA N SET THE ERROR LOCA TION TO TOP OF PAGE OR FIELD.
D. A VALIDA TION FORMULA MUST ALWAYS START WITH A CONDITIONAN IF STATEMENT TO DEFINE THE KIND OF DATA
BEING FILTERED.
…
…
A. VALIDA TION FORMULAS CA N REFERENCE CA MPA IGN STA TISTIC FIELDS, INCLUDING STATISTICS FOR INDIV IDUA L
CA MPA IGNS AND CA MPA IGN HIERA RCHIES.
D. A VALIDA TION FORMULA MUST ALWAYS START WITH A CONDITIONAN IF STATEMENT TO DEFINE THE KIND OF DATA
BEING FILTERED.

WHICH IS TRUE ABOUT ALL DAY AND MULTI- DAY EV ENTS?

A. YOU CA N CREA TE A RECURRING ALL DAY EV ENT BUT NOT A RECURRING MULTI- DAY EV ENT.
B. AN ALL DAY EV ENT CAN BE PA RT OF A MULTI- DAY EV ENT.
C. A MULTI- DAY EV ENT IS A RECURRING EV ENT INCLUDING AN OCCURRENCE LESS THA N 24 HOURS LONG.
D. THERE IS NO MULTI- DAY EV ENT IN SALESFORCE.
E. WHEN Y OU SET AN ALL DAY EV ENT TO RECUR Y OU COME UP WITH A MULTI- DAY EV ENT.
…
…
A. YOU CA N CREA TE A RECURRING ALL DAY EV ENT BUT NOT A RECURRING MULTI- DAY EV ENT.

WHICH A RE NOT LIMITATIONS TO TIME TRIGGERS IN WORKFLOW RULES?

Choose 2 answ ers.

A. SALESFORCE LIMITS THE NUMBER OF TIME TRIGGERS A N ORGA NIZATION CAN EXECUT E PER HOUR TO 500 FOR
ENTERPRISE EDITION.
B. YOU CA N'T DELETE A RECORD THA T HAS A PENDING A CTION.

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C. Y OU CA N'T ADD OR REMOV E TIME TRIGGERS IF THE WORKFLOW RULE IS ACTIV E.

D. SALESFORCE WILL NEV ER EXECUT E ANY TIME TRIGGER A CTION BEY OND THE 500 PER HOUR LIMIT FOR ENTERPRISE
EDITION.
…
…
B. YOU CA N'T DELETE A RECORD THA T HAS A PENDING A CTION.
D. SALESFORCE WILL NEV ER EXECUT E ANY TIME TRIGGER A CTION BEY OND THE 500 PER HOUR LIMIT FOR ENTERPRISE
EDITION.

WHAT INFORMA TION IS ALWAYS INCLUDED IN THE COMPA NY PROFILE?

Choose 2 answ ers.

A. PRIMA RY CONTA CT
B. DEFA ULT LA NGUAGE
C. A DDRESS
D. USER AND FEATURE LICENSES
…
…
B. DEFA ULT LA NGUAGE
D. USER AND FEATURE LICENSES

WHICH EXTRA STEP HA S TO BE DONE WHEN YOU INV ITE A USER TO A N EV ENT IN SALESFORCE CRM IF THAT USER HAS
A DIFFERENT TIME ZONE?

A. THERE IS NO EXTRA STEP BECA USE SALESFORCE AUTOMA TICALLY CONV ERTS THE THE USERS AVAILABLE A ND BUSY
TIMES INTO YOUR TIME Z ONE.
B. YOU HAV E TO CONV ERT THE TIME Z ONE IN A DROP IN THE TIMEZ ONE PICKLIST TO MATCH THAT OF YOURS.
C. IF Y OU A RE INV ITING MULTIPLE USERS FROM MA NY DIFFERENT TIME Z ONES YOU NEED TO SET THE DEFA ULT TIME
ZONE FIRST.
D. Y OU CA N'T INV ITE A USER FROM A DIFFERENT TIME Z ONE. YOU MUST SET ALL USERS TO HAV E SIMILA R TIME Z ONE
BEFORE Y OU CA N SEND A N INV ITE.
…
…
A. THERE IS NO EXTRA STEP BECA USE SALESFORCE AUTOMA TICALLY CONV ERTS THE THE USERS AVAILABLE A ND BUSY
TIMES INTO YOUR TIME Z ONE.

WHICH STATEMENTS ABOUT WORKFLOW A PPROVAL PROCESS IN SALESFORCE ARE CORRECT?

Choose 2 answ ers.

A. THE ASSIGNED A PPROV ER IS A USER A PPOINTED BY A DELEGATED A PPROV ER AS A N ALTERNA TE FOR A PPROV AL
REQUESTS. ASSIGNED A PPROV ERS CAN'T REASSIGN A PPROVAL REQUESTS; THEY CA N ONLY APPROV E OR REJECT
APPROVAL REQUESTS.
B. THE EMA IL A PPROVAL RESPONSE FEATURE GIV ES USERS THE ABILITY TO A PPROV E OR REJECT EMA IL A PPROV AL
REQUESTS BY REPLY ING TO THE EMA IL.
C. FINAL REJECTION A CTIONS A RE THE A CTIONS THA T OCCUR WHEN AN A PPROV ER REJECTS THE REQUEST AND IT
GOES TO THE FINAL REJECTION STA TE.
D. Y OU CA N USE EMA IL A PPROVAL RESPONSE WITH A N A PPROVAL PROCESSES IN WHICH THE ASSIGNED A PPROV ER IS
A QUEUE.
…
…
B. THE EMA IL A PPROVAL RESPONSE FEATURE GIV ES USERS THE ABILITY TO A PPROV E OR REJECT EMA IL A PPROV AL
REQUESTS BY REPLY ING TO THE EMA IL.

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C. FINAL REJECTION A CTIONS A RE THE A CTIONS THA T OCCUR WHEN AN A PPROV ER REJECTS THE REQUEST AND IT
GOES TO THE FINAL REJECTION STA TE.

ALBERT KEEPS DISA PPEA RING FROM HIS MA NAGER'S REPORTS A ND LIST V IEWS BECA USE HE KEEPS CHA NGING HIS
NA ME, ALIAS, USERNA ME, E- MA IL. WHA T WILL Y OU DO TO PREV ENT HIM AND OTHER USERS FROM CHA NGING THESE
FIELDS IN THEIR PERSONAL INFORMA TION PA GE?

A. DISABLE EDIT PERMISSION ON USER OBJECT.

B. SET A FIELD-LEV EL SECURITY RESTRICTION ON THE A FFECTED FIELDS.
C. CREA TE A VALIDA TION RULE TO PREV ENT THE USERS FROM MAKING SUCH CHA NGES.
D. SET THESE FIELDS AS REA D ONLY IN THE USER OBJECT PAGE LAYOUT.
…
…
C. CREA TE A VALIDA TION RULE TO PREV ENT THE USERS FROM MAKING SUCH CHA NGES.

NOT SURE ABOUT THIS

WHAT A RE THE KEY BENEFITS OF TERRITORY MA NAGEMENT (TM) ?

Choose 4 answ ers.

A. THE ABILITY TO USE A CCOUNT CRITERIA TO EXPA ND A PRIVATE SHA RING MODEL.
B. SUPPORT FOR COMPLEX A ND FREQUENTLY CHA NGED SALES ORGA NIZATION STRUCTURES.
C. SUPPORT FOR COMPLEX A ND FREQUENTLY CHANGED LEA D QUEUE MEMBERS LIST.
D. SUPPORT FOR TRANSFERRING USERS BETWEEN TERRITORIES, WITH THE OPTION TO RETA IN OPPORTUNITIES.
E. MULTIPLE FORECASTS PER USER, BASED ON TERRITORY MEMBERSHIP.
…
…
A. THE ABILITY TO USE A CCOUNT CRITERIA TO EXPA ND A PRIVATE SHA RING MODEL.
B. SUPPORT FOR COMPLEX A ND FREQUENTLY CHA NGED SALES ORGA NIZATION STRUCTURES.
D. SUPPORT FOR TRANSFERRING USERS BETWEEN TERRITORIES, WITH THE OPTION TO RETA IN OPPORTUNITIES.
E. MULTIPLE FORECASTS PER USER, BASED ON TERRITORY MEMBERSHIP.

WHICH LIST V IEWS CAN BE AVAILABLE IN THE CONSOLE TAB?

Choose 2 answ ers.

A. LIST VIEWS SET BY THE SYSTEM A DMINISTRATOR IN THE CONSOLE LAYOUT.
B. LIST VIEWS SET BY THE SYSTEM A DMINISTRATOR ON THE OBJECT'S TAB.
C. LIST V IEWS CREA TED BY A STANDA RD USER FOR HIMSELF.
D. LIST V IEWS CREA TED WITHIN THE CONSOLE TAB
…
…
B. LIST VIEWS SET BY THE SYSTEM A DMINISTRATOR ON THE OBJECT'S TAB.
C. LIST V IEWS CREA TED BY A STANDA RD USER FOR HIMSELF.

WHICH IS A USA GE EXA MPLE OF WEB-TO-LEA D?

A. CA PTURE USER INFORMA TION OF THOSE WHO SIGNUP FOR A N A CCOUNT IN YOUR WEBSITE.
B. CA PTURE BASIC INFORMA TION OF USERS WHO LIKE YOUR OFFICIAL FA CEBOOK PA GE.
C. A UTOMATICALLY INSERT LEA DS FOR THOSE WHO SEND EMA IL TO A DESIGNATED EMA IL ADDRESS.
…
…

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 Salesforce Unofficial Study Guide for Certified Adm inistrator

A. CA PTURE USER INFORMA TION OF THOSE WHO SIGNUP FOR A N A CCOUNT IN YOUR WEBSITE.

WHICH A RE CONSIDERA TIONS WHEN CREA TING DATA VALIDA TION RULES?

Choose 2 answ ers.

A. VALIDA TION RULES CA N'T REFER TO COMPOUND FIELDS. EXA MPLES OF COMPOUND FIELDS INCLUDE A DDRESSES,
FIRST AND LAST NA MES, DEPENDENT PICKLISTS, A ND DEPENDENT LOOKUPS.
B. CA MPA IGN HIERA RCHIES TRIGGER VALIDATION RULES.
C. SALESFORCE RUNS VALIDATION RULES BEFORE CREA TING RECORDS SUBMITTED V IA WEB-TO-LEA D A ND WEB- TO-
CASE, A ND ONLY CREA TES RECORDS THA T HAVE VALID VALUES.
D. THE DA TA LOA DER AND THE FORCE.COM A PI V ERSION 7 A ND LA TER NO LONGER RUN VALIDA TION RULES.
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A. VALIDA TION RULES CA N'T REFER TO COMPOUND FIELDS. EXA MPLES OF COMPOUND FIELDS INCLUDE A DDRESSES,
FIRST AND LAST NA MES, DEPENDENT PICKLISTS, A ND DEPENDENT LOOKUPS.
C. SALESFORCE RUNS VALIDATION RULES BEFORE CREA TING RECORDS SUBMITTED V IA WEB-TO-LEA D A ND WEB- TO-
CASE, A ND ONLY CREA TES RECORDS THA T HAVE VALID VALUES.

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