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The below article is written by Brooke Treseder, San Francisco, USA.Brooke is cloud computing analyst,and has expertise in CRM, Customer Experience, Management, Salesforce Adminstration and Sales Compensation.

Admin 201­ Study Notes
  1. Admin
    • Identification Confirmation
      • Authentication Of Logins
      • Trusted IP Ranges-Setup pin Org Admin.Used with cookie associatedto the browser
      • Computer Activation-2 Types-Web,API(Outlook integration)
    • File Storage includes:
      • Attachments
      • Documents
      • File Tab
      • File Field
      • Content-Content is grouped by libraries
      • Chatter
      • Site.com Assets
    • Data Storage includes:
      • Google Docs
      • Custom Objects
      • Email Messages
    • User Interface
      • Enable Inline Editing
      • Enable Hover Details
      • Enable Enhanced List(drag & drop columns,jump to page,Inline editing up to 250 recs)
      • Enable Printable List- (1000 recs) no export to Excel
      • List View (2000 recs) with chatter feedback
      • Enable Related List & hover links
      • Enable Spell check
      • Show sidebar components
      • Sidebar-enable collapsible sidebar
      • Calender-enable drag & drop on calender view
      • Setup
        • Enable Enhanced page layout view
        • Enable Enhanced Profile List View
        • Enable Enhanced Profile User Interface
    • Chatter
      • Auto-enable global search
      • Enable Feed tracking
      • Turn off chat
      • Allow email notification
      • Chatter Post Access ­ When you enable objects and fields for feed tracking, people see Chatter feed updates for objects and changes to fields on records they follow.
      • Sharing Rules and field-level-security determine visibility of record changes in Chatter feeds.
      • You must be able to see a record in order to see changes to that record in feeds.
      • If leads are tracked, but accounts, contacts, or opportunities are not, users won't be able to follow or see updates related to the accounts, contacts, and opportunities created during lead conversion.
    • Search Layout/Filters
      • Customize search results (columns & Buttons) Buttons are located at the top of the detail page and above the related list
      • Filters up to 10 columns
      • Enhanced Lookup and lookup auto­complete
    • Cloud Scheduler
      • Create activities (standard object) and events, tasks
      • Enable Enhanced profile list views
      • Enable Enhanced Profile User Interface
    • Company Profile
      • Language, locale & timezone (editable)
      • Licenses (billed on total licenses vs. active users)
      • Storage & Used space
      • Primary Contact Address (Editable)
    • Multi-Currency
      • An optional feature request
      • Corporate Currency should be set to the currency in which your corporate headquarters reports revenue.
      • If you designate a different currency as corporate, all conversion rates will be modified to reflect the change.
      • The administrator sets the “corporate currency,” which reflects the currency of the corporate headquarters.
      • The administrator also maintains the list of active currencies and their conversion rates relative to the corporate currency.
      • The active currencies represent the countries in which the organization does business.
      • Only active currencies can be used in currency amount fields.
      • Currency field is a required field where it is added
      • Changing conversion rates affects all existing records, unless Advanced Currency Mgmt is used
      • Advanced Currency Mgmt turns OFF roll­ups
      • Currency exchange rate is calculated on the CLOSED DATE of opportunity
    • Fiscal Year
      • Affects Forecasts, quotas, reports
      • Standard Fiscal Year = Gregorian Calendar (12 month structure)
      • Custom Fiscal ­ can change quarter start months
      • Standard forecasting doesn't work with custom fiscal year, need customizable forecasting
      • Define custom fiscal year AFTER current forecast, update product schedule/forecasts when custom fiscal year changes
      • Can start on first day of any month
    • Bussiness Hours
      • Different business hours related to time zones
      • Affects case escalation triggers
      • Can add holiday dates
    • Delegated Admin
      • Can login as users, reset passwords and unlock users
      • Can create and edit users
      • Assigned users to specified profiles
      • Can create personal groups
      • Can manage custom objects or applications created by an administrator
    • Console
      • Items on Console: List view, Detail View, Mini View, Call Sales
      • Setup object in mini console view to add object relationships in the area right of the detail page
      • Mini Page Layout determines which fields will display in that area
      • Profile Assignment needed for console Setup > Customize > Console > Console Layout
    • Translation Workbench
      • The Translation Workbench lets you specify languages you want to translate, assign translators to languages, create translations for customizations you’ve made to your Salesforce organization, and override labels and translations from managed packages.
      • Everything from custom picklist values to custom fields can be translated so your global users can use all of Salesforce in their language
      • When a customized component is translated, changes to that component are tracked and the “Out of Date” indicator is set when the translations need updating
      • Translation Workbench is not available for single­language organizations.
    • Mobile Lite
      • User permissions, record types, and page layouts are inherited from Salesforce. Administrators can optionally change the properties of a mobilized object by further restricting permissions of mobile users or excluding unnecessary fields from mobile page layouts.
      • If administrators mobilize a related object—in other words, add a child data set to a parent data set—the object automatically becomes a related list on the mobile device.
      • In order to add custom profiles to mobile configuration, API Enabled must be on
    • Salesforce.com For Outlook
      • You can create multiple configurations to simultaneously suit the needs of different types of users.
      • For example, an opportunity team might want to sync everything, while a manager might only want to sync events.
      • Users may be able to edit some of their own settings.
      • Connect for Outlook can associate and synchronize contacts, calendar events and tasks
    • Public Groups-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 two types of Groups: Public & Private
      • You can use groups in the following ways:
    • Global Implemetation should include
      • Custom profiles
      • Advanced Currency Mgmt
      • Regional price books
      • Translation workbench
      • Delegated Administration
      • Regional home page layouts
  2. Record Access & Field Visibility-determines which individual records users can view and edit in each object they have access to on their profile.
    • Troubleshooting
      • Always start any troubleshooting with determining who is the owner of the record.
      • What is the OWD setting for the object?
      • Public Read Only allows adding or removing related records (Opps, Contacts, Activities, Cases)
      • Opp Object default settings ­ Private is not advisable; Public Read Only is the best option
      • Sharing > Add User or group > Read Only/Read/Write (Objects shared with user cannot be then shared with another user down the road)
      • Profile is the most limited amount of access. Permission Sets enable additional access
      • Sharing Rule vs. Account Team
    • Account Teams/Sales Teams
      • Opp Team must be added at the user level
      • Manual sharing per record basis
      • Anyone above role hierarchy can manually share a record
      • Sales Team: For sharing and reporting
      • Sales Team: Can have a default automatically added to user's opps
      • Owner and anyone above role hierarchy can add a sales team
      • Must have at least RO access to Opp's account
      • Display access shows all access regardless of how it was acquired
    • OWD ­ Org Wide Defaults
      • OWD tells you what a user can do if they DON't own the record
      • OWD is the only way to restrict access. The more permissive rule/access always wins
      • Sharing rules cannot be more restrictive than OWDs
      • OWDs are restrictive settings, the minimum level of access
        • Record Owner: Can view/edit/delete/transfer
        • Private: Only record owner and users above role hierarchy can read/write/search/report
        • RWT: Read/Write/Transfer
    • Roles ­ Allow vertical up visibility up the hierarchy of data owned or shared by subordinates
      • Exception for contact records marked "private"
      • Users in the same role/level DO NOT see each other's records
      • Opp reports, Forecast roll­up require users to be assigned to a role
      • Needs to set "Grant Access Using Heir" in OWDs
      • Sharing Rules: Who owns it, who should see it
      • Sharing rules allow access to data not associated with Role Hierarchy
      • Criteria based sharing c an be done for objects such as all opps in a region. Solution CANNOT be shared .
    • User Profile
      • What users can see and do with records (CRED)
      • Standard profiles CANNOT be modified
      • Standard Profiles include: System admin, Marketing, Contract Mgr, Standard User, Solution Mgr, Read Only, Chatter Free, Chatter Moderator, Chatter External User
      • Apps: Assigned Apps, Objects and Tabs (Field Level Security), App Specific Permissions (eg. transfer permissions)
      • System ­ System permissions, Login Hours, Login IPs, Mobile lite
    • Custom Fields
      • Custom Objects Max 500
      • Changing field types can affect data loss
      • Deleted fields will cause definitions to be deleted (permanently after 45 days)
      • Deleted fields still count until it's permanently removed from the recycle bin. 15 days in recycling bin
    • Schema Builder
      • Schema Builder provides a dynamic environment to add new custom objects, custom fields, and relationships to your schema. This eliminates the need to click from page to page to find the details of a master­detail relationship or to add a new custom field to an object in your schema.
      • For example, if you’re using Schema Builder to view the details of your schema, you can add a new custom object without leaving Schema Builder. The drag­and­drop interface lets you easily add a custom object or new field, and saves the layout of your schema any time you move an object.
      • Schema Builder provides details such as the field values, required fields, and how objects are related by displaying lookup and master­detail relationships. You can view the details for both standard and custom objects in Schema Builder.
    • Permission Sets (Up to 1000)
      • Associated to User
      • Provide GRANT ACCESS not denials
      • Can create 100 permission sets per org
      • Users, Objects, Field, Service Provider, APEX Class & Visualforce
    • Dependent Picklists
      • Standard picklist can only be controlling field
      • Picklist cannot be used in a formula until the data is converted to the correct data type
      • Maximum number of values in a controlling picklist: 300
      • Field Types:
        • Standard Picklist: C
        • Custom Picklist: C/D
        • Custom Multi­Picklist: D
        • Standard Checkbox: C
        • Custom Checkbox: C
    • Record Type/Business Processes
      • Record Types can be associated to different page layouts with associated profiles
      • Also can control picklist values and business processes
      • NOT available in Professional Edition
      • Business Processes (Needed if you create record type for the 4 objects)
        • Sales: Opp Stage Field
        • Support: Case Status Field
        • Lead: Lead Status Field
        • Solution: Solution Status Fields
      • Default selection set up in My Personal Information setting allow skipping the jump page
      • Web to lead and Web to case will set the type to be the default value
      • Can create on ALL except: Home, Forecast, Docs, Reports, Console, Web
    • Field Level Security
      • Cannot be used to make a field required
      • Associated at the Object/Profile level NOT UI
      • Object level then you overlay the Page Layout UI setting
    • Folders
      • Defined as Read or Read Write
      • Access is explicit ie. Does NOT roll up through role hierarchy
      • Documents do not have version control
      • File Size limit of folder is 5MB
      • Search documents in Global Search or Document Search
    • History
      • History Tracking ­ up to 20 standard/custom fields
      • Can view new/old value. Not retained for multi­select and large text field values.
    • Territory MgmtMgmt ­ an account sharing system that grants users access to accounts based on the characteristics of the accounts, such as geography, product line, or business unit.
      • 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.
      • Both accounts and users can exist in multiple territories. Opps can be in only one territory
      • Can have up to 500 territories in an organization
      • Once territory mgmt is enabled, it cannot be disabled.Customizable forecasting must also be enabled.
      • Forecasts are derived from territory hierarchy, based on opps associated with accounts in a territory
      • Works in addition to everything else
    • Encrypted Text Field­ a text field that can contain letters, numbers, or symbols which are encrypted. The value of an encrypted field is only visible to users that have the "View Encrypted Data" permission.
  3. Service & Support
    • Agent Console ­
    • CTI-
    • Cases
      • Cases are created Online: Web­to­Case, Call Support, Email­to­Case
      • Cases can be routed automatically to queue or reps
      • Case Teams allow more than one user to help resolve the case
      • Cases can have hierarchies
      • Mass update related cases, quickly close, reassign or change status of related cases
      • Case team members can have different level of access to cases (R/W or R­O)
      • Case queues can be grouped into criteria such as skill, product category, custom type, service level
      • Auto response rules determine which email template to use
    • Escalation
    • Knowledge
    • Live Agent
    • Solutions
      • Solutions are low cost way to start knowledge mgmt
      • Content: too for creating, collaborating sharing information
      • Answers: peer to peer knowledge base created by the community
      • Knowledge: based solution capturing and publishing process
      • Solutions are organized in categories, with sub­cats
      • Suggested solutions allows up to 10 relevant solution that may help with case
      • Suggested Solutions based on word frequency, word similarities (not just keyword searched)
      • Multi­lingual is supported
      • Ideas & Answers can have categories
      • Can create custom reports to find uncategorized solutions
      • Can control visibility in portals
    • Community
      • A community expert is a member of the community who 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 within the community
        • The Salesforce administrator can designate as many community experts as necessary.
        • A community expert can be an employee of your organization who is responsible for providing official responses to the community, or a community expert can be someone outside your organization who is active within the community and knowledgeable about the subject matter.
        • The only difference between a community expert and other community members is the unique icon that displays next to the community expert's name. Community experts do not have any extra permissions beyond what is specified in their user profile and permission sets.
      • You can display a community to the following types of users:
        • Internal Salesforce users only. Salesforce users can access all communities regardless of whether the community is internal­only or displayed in a portal.
        • Customer Portal or partner portal users.
        • Partner portal only shows case data. Customer portal shows case data and custom object data.
        • Service Cloud Console users.
        • Public users (requires setting up a Force.com site).
    • Marketing
      • Leads
        • Business card information, via web
        • Created: manually, import wizard (only marketing user can import), via API, Web­to­Lead
        • Lead assignment via rules queue or user
        • Add "record owner" column to the import file to specify lead owner
      • Campaigns
        • Marketing user has CRED access to campaigns, the rest has only RO
        • User must have "marketing user" checkbox selected
        • Campaigns have hierarchy to allow roll­up of summary fields. Max 5 levels.
        • Campaign member is a Lead or contact record
        • Campaign member can be edited, deleted, cloned, convert the lead or create opp for contact
        • Email alerts created when a campaign member is added (CANNOT create a task)
        • Opportunity can be linked to multiple campaigns that have influenced it, only ONE can be primary campaign
      • Queues
        • Queues are created in Managed User and are like users
        • Queues can have associated email addresses
        • Lead Queues are virtual storage bins to group lead based on criteria (eg. industry, campaign, etc.)
        • Every queue member has visibility to that lead in the queue
        • Assignment is based on first rule that it meets (rules are ordered sequentially)
        • Web­to­lead has auto­response with email templates (daily limit of 1000 for an org)
      • Lead Conversion
        • Lead Information is mapped to Account, Contact, Opportunity objects
        • Data Validation is used to ensure properly completed Leads can be converted
        • Custom fields can be used to add to the mapping but they may only be mapped to custom fields on the Account, contact or Opportunity objects of the same field type
        • Lead conversion creates Accounts, Contact & Opportunity (unless you opt out of creating an opportunity)
    • Change Management
      • SandboxSandbox ­ a replica of your production organization that allows you to develop code and configure changes, test, and train in a separate organization without risking or compromising data.
        • Sandbox Considerations:
          • The organization IDs of your sandboxes differ from your production organization ID, and will change each time your sandbox is refreshed.
          • When data that contains object IDs is copied from your production instance into your sandbox, the object IDs in your sandbox match the object IDs in your production instance. However, data created in your production instance or sandbox will not contain matching object IDs.
          • 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. Usernames are modified differently for each sandbox copy. Entering a particular modified username will log you into a specific sandbox
          • Email addresses 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. By modifying user email addresses, any email messages sent from the sandbox aren’t delivered to production users.
          • Sandboxes automatically change Salesforce user email addresses, but don’t change other email addresses in Salesforce, 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. When testing the generation of outbound email, change contact email addresses to those of testers or an automated test script.
          • 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 these sandboxes as needed.
          • 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.
          The following features are disabled and cannot be enabled in sandboxes:
        • Case escalation
        • Opportunity reminders
        • Contract expiration warnings
        • Case escalation, opportunity reminders, and contract expiration warnings are disabled because they automatically send email to contacts, customers, and users who should not interact with sandboxes.
        • Subscription summary
        • Data exports (using Export Now or Schedule Export on Your Name | Setup | Data Management | Data Export)
        • The ability to create Salesforce sandboxes
        • Testing Salesforce for Google AdWords in your sandbox is not supported. Attempting to test Salesforce for Google AdWords in your sandbox will result in errors because your sandbox organization operates with the same link to your Google AdWords account as your production organization.
        • Email service addresses that you create in your sandbox cannot be copied to your production organization.
        • Full Sandbox ­ Copies the entire production organization including the metadata and data. Refreshed every 29 days.
        • Configuration­only ­ Copies only metadata from the production organization. Does not copy data but can load up to 500MB of data. Can be refreshed once per day.
        • Developer ­ Copies only the metadata from the production organization. Does not copy data but you can load up to 10MB of data. Can be refreshed daily
      • Case Record Type ­ Best Practice
        • Change Request ­ Internal request for making changes to the SFDC setup
        • Inquiry ­ Record type for customer inquiries.
        • Product Support ­ Record type for standard product support cases.
      • Unmanaged Packages
        • Once an unmanaged package has been deployed, any changes made in one organization will not be propagated to the other organizations.
        • Unmanaged packages cannot be used to update existing components and applications.
        • "Manage Inbound Change Sets" and "Create and Upload Change Sets" is required on profile permissions
    • Custom Object- an object you create to capture and manage additional data based on your specific business requirements.
      • 3 ways to look at data-Record itself, related list, on report
      • 3 Types of Custom Tabs-Custom Object Tab, Web Tabs, VF page tab
        • Integrate external web resources
      • Creating Custom Object Tabs ­ Records become searchable, landing page. Available on left for Create New, Recent items.
      • Custom Object Relationship­ uses a relationship field on a custom object to link it to another object in a one­to­many relationship
        • Standard Relationship: 1 to Many, Many to Many
        • Master­Detail Relationship: Strong relationship where master records control certain behaviors of detail records. Up to 25 total relationships.
          • "Related to" cannot be changed once saved
          • Child auto­deleted when parent is deleted
          • Sharing inherited from parent ­ Access to the child record is determined by your level of access to the parent record
          • Lookup field on child is always required
          • Lookup field on child become RO when record is saved
          • need both parent and child for reporting
          • Standard can have up to 2 levels of sub details, Custom can have 3 levels of sub details
          • Custom object cannot be master of a standard object
        • Lookup Relationship­ Loose relationship where parent records have no control over child records.
          • Doesn't affect deletion, ownership or security
          • Cannot use Custom to Standard
          • Roll­up Summary fields do not work with lookups
          • Filters: required ­ must match one record (5 per object limit), Optional = can enter a new non­matched value (no limit)
        • Many to many Relationship­ Use a junction object
          • Deleting either parent will delete detail record
          • Both parent objects can have a roll­up summary from junction objects
          • Junction object CANNOT have child objects
          • Junction object cannot be imported with import wizard
        • Custom App­a grouping of tabs that gives users access to just the objects, records, and features they need for a specific business function. Can package tabs & objects for a specific role/LOB ? Custom App is a logical grouping of tabs
        • Force.com AppExchange­­ an online marketplace where customers can share and install apps and partners can publish apps. ? Make sure to check # of custom objects, tabs and apps before installing
      Admin 201­ Salesforce Study Guide
      Salesforce.com Training and Certification recommends the following instructor­led and online courses to guide your study:
      • Instructor­led course: Administration Essentials for New Admins (ADM­201)
      • Online course: Administration Essentials for New Admins
      • Other helpful resources:
      • Online course: Analyze Your Data Your Way with Reports
      • Online course: Automating Your Service Cloud
      • Online course: Configure Salesforce with Custom Fields
      • Online course: Creating Your Salesforce Community
      • Online course: Customizing Profiles to Align with Your Business Needs
      • Online course: Getting a Head Start with Chatter
      • Online course: Managing Data for Administrators
      • Online course: Managing Users and Troubleshooting Login Issues
      • Online course: Salesforce CRM Content for Administrators
      • Online course: Salesforce Mobile
      • Online course: Summarize Your Data with Highlights, Charts, and Dashboards
      Organization Setup
      • Describe the components of the company profile
      User Setup
      • Identify the steps to set up and maintain a user
      • Given a scenario, troubleshoot common user access and visibility issues
      Global User Interface
      • Distinguish between and identify the implications of the various user interface features that an administrator controls
      Security and Access
      • Explain the various organization security options
      • Describe the features and capabilities of the sharing model
      • Given a scenario, apply the appropriate security controls
      • Describe the various profiles controls
      • Given a scenario, determine the appropriate use of a custom profile
      Standard and Custom Objects
      • Describe the standard object architecture and relationship model
      • Explain how to create, delete, and customize fields, page layouts, and list views for custom and standard objects
      • Given a scenario, determine the appropriate fields and page layouts for custom and standard objects
      • Explain how to create, delete, and customize record types for custom and standard objects
      • Given a scenario, determine the appropriate record types and business processes for custom and standard objects
      • Explain the implications of deleting fields
      • Describe when to use and how to create formula fields
      Sales Cloud Applications
      • Given a scenario, identify the capabilities and implications of the sales process
      • Given a scenario, identify when to apply the appropriate sales productivity features
      • Describe the capabilities of products and price books
      • Describe the capabilities of lead management
      • Given a scenario, identify how to automate lead management
      • Describe the capabilities of campaign management
      Service Cloud Applications
      • Describe the capabilities of case management
      • Given a scenario, identify how to automate case management
      • Describe the capabilities of solution management
      • Describe the basic capabilities of portals
      • Describe the capabilities of the Community application, such as Ideas and Answers
      • Describe the capabilities of Salesforce Knowledge
      Activity Management
      • Describe the capabilities of activity management
      Chatter
      • Describe the features of Chatter
      Data Management
      • Describe the considerations when importing, updating, transferring, and mass deleting data
      • Given a scenario, identify tools and use cases for managing data
      • Describe the capabilities and implications of the data validation tools
      • Describe the different ways to back up data
      Content and Folder Management
      • Describe the capabilities of Salesforce Content
      • Describe how folders can be used to organize and secure communication templates, dashboards, reports, and documents
      Analytics – Reports and Dashboards
      • Describe the options available when creating or customizing a report
      • Describe the impact of the sharing model on reports
      • Describe the options available when creating and modifying dashboards
      • Describe the capabilities of custom report types
      Workflow Automation
      • Describe when workflow rules are evaluated
      • Describe the capabilities of workflow rules and actions
      • Given a scenario, identify the appropriate workflow solution
      • Describe capabilities and use cases for the approval process
      Desktop and Mobile Administration
      • Describe the capabilities of Mobile Lite
      • Describe the installation and synchronization options of Salesforce for Outlook
      AppExchange
      • Identify use cases for AppExchange applications

      Admin 211 - Study Notes
    • Reporting
      • Reports
        • Saving reports saves parameters, not data
        • Tabular Report ­ Data without subtotals
        • Summary Report ­ Can choose sub­groupings
        • Matrix Report ­ horizontal and vertical summary options
        • Standard Reports ­ out of the box for you to build reports on standard objects and their related objects
        • Report Types ­ predetermined combinations of related objects and their fields that you use as starting points when building new custom objects.
        • Joined Reports­ let you combine multiple views or join blocks or related info ¦ All report types on a joined report must share, or have a lookup to a common object.
      • Folders & Visibility
        • Can be public, private or accessible to select users
        • When you have "view all data" set, you have the ability to see hidden/not shared folders
        • Data visibility is retrieved from objects and fields normally visible to them.
        • Preview includes up to 50 live records
      • Filters
        • Can add up to 10 filters per report
        • Use Filter Logic of AND or OR to set different filter fields
        • Filters are added directly to the report builder
        • May use special date values in report filters
        • Can add up to 5 summary formulas
        • Can reference formula fields up to 10 levels down
        • Bucketing ­ lets you segment your data on the fly, by defining a set of categories, or "buckets" to sort, group or filter the records.
      • Charts/Highlighting
        • Highlighting threshold conditions in summary first and matrix reports
        • 3 ranges per report
        • Only applies to summary row and numerical analysis
      • Schedule/Email ­
        • Can schedule a future report run and have it automatically emailed to the users who need it
        • Schedule Future Run is not available in the report builder ­ You must run the report first
        • Running User must have access to the folder where the report is saved
        • Email recipients must have access to the report folder
        • Report will email within 30 min of the preferred start time
      • Print/Export
        • Export details Does NOT preserve the formatting, grouping or subtotals
      • Custom Report Types - let you create your own report frameworks from which new custom reports can be built.
        • When you delete a custom report type, any reports based off it will also be deleted. Furthermore, any dashboard components created from a report based off of a deleted custom report type display an error message when viewed.
        • Build a basic framework which users can create reports from
        • Used to build relationships for reports from standard and custom objects. Can retrieve data from more than several related objects.
        • Create 'with' or "with or without' relationships
        • Exception Reports­ uses without relationship to show where data doesn't exist
          • Cross Filters ­ let you filter the parent records in a report by their related child records, using with or without conditions
          • Subfilters ­ let you extend cross filter by including only child records that meet certain criteria
      • Dashboards
        • Can chart data from multiple reports, can have up to 20 components
        • Has running user/ run as logged in user to determine what data is visible (set when creating dashboard)
        • Running user overrides the sharing model and allows data to be seen as the running user however, when clicking on a dashboard component, user can only see their own data in the resulting report
        • Can be scheduled to be refreshed and emailed automatically
        • Dynamic Dashboard ­ displays the data of the user viewing it, rather than the data of a specified running user
        • Dashboard Filter­ allows viewers to change the data visible on the dashboard by selecting a filter value from a drop­down list. ¦ You can add up to 3 filters to a dashboard, each with up to 10 filter values.
      • Analytic Snapshot­ let you capture data at scheduled points in time, which can later be used to build historical reports.
        • Can capture up to 2k rows of data
        • Can use custom tabular or summary report formats
      • PREVGROUPVALis a function used in custom summary formulas to return the value of a summary field from a previous grouping.
        • Aggregates multiple periods and calculates the moving averages
        • Combination Charts lets you plot and compare multiple summary values on a single chart
        • Example ­ 3 week average value of won opps
      • PARENTGROUPVAL- function used in custom summary formulas to return the value of a summary field from a specified parent grouping or grand total.
        • Use this function to calculate the share a grouping has of a report's grand total
        • Example ­ Share of total revenue that accounts have in each industry
    • Data Quality
      • Only the following types of custom fields can be made required: Currency, Date, Date/Time, Email, Lookup Relationship, Master­Detail Relationship Number, Percent, Phone, Text, Text Area and URL
      • Missing Data­ Use the Data Quality App
      • Data Formatting­ Validation Rules
      • Validation Rules­ Validation is executed before record is saved
        • All active validation rules execute at the same time, multiple error messages may be displayed
        • Standard validation required field, data type enforced first then custom validations
        • Enforced on all objects except forecast and territories
      • Duplicates- Merge Wizard can merge up to 3 accounts, contacts or leads. Must have “delete” profile permission to merge records
      • Tools for Processing Data Tools for extracting data from SFDC: Reports, Weekly data exports, Data Loader, Excel Connector
        • Connect for Office ­ Allows you to pull salesforce.com reports directly into an excel worksheet. Available in all editions. Can work with accounts, contacts, custom objects, opps, leads activities, products. Works with Excel and Word.
        • Excel Connector ­ allows you to query, update, insert and delete your SFDC data from within excel. It is an unsupported tool available on developer.force.com
        • Salesforce Reports for Excel (Pilot) : This Excel add­in lets you import Salesforce reports into Microsoft Excel 2010 or 2007.
        • Force.com Excel Connector : This Excel plugin lets you access and update your data directly from Microsoft Excel, allowing easy reporting, mass updated and cleansing of any Force.com data, including custom objects. (Source provided.)
        • Workbench ­ allows you to query, update, insert and delete your data from a website. You can use it to import and export data that needs to be cleansed and standardized. It is an unsupported cloud­based tool available at developer.force.com
        • Weekly Export ­ can include images, documents, attachments, Chatter files and CRM content document versions. Roll­up Summary and formula fields are always excluded from weekly export
        • Force.com Toolkit for Google Data APIs: This toolkit exposes the Google Data APIs directly within Force.com Apex, making it easier to access them natively from your Force.com apps. The toolkit is open source, and we've got many tutorials to help you start coding.
        • Force.com Data Loader: The Force.com Data Loader helps you to perform bulk operations data in your 12 Force.com environment: insert, update, upsert and delete data, as well as export data from Force.com objects. You can use .csv files or relational databases as the source or target for this data movement.
          • Example of API import, also available with open source apps
          • External ID are case insensitive, no unique constraint enforced, 3 fields per object (text, num, email)
          • Used to search, prevent duplicates with import wizard, make Upsert when synchronizing with external data
          • Requires "Modify All Data" access to see link
          • Requires API client activation with Token
          • Can run from Data Loader UI and the command line
          • Can use for mass delete but not with custom objects
          • Mass delete and mass update can cause irreversible damage to data
          • Is only available in UE, EE and DE orgs
          • Cannot use data loader to extract attachments, can only delete attachments
        • Import Wizard:
          • Standard users can import 500 accounts or contacts per session
          • Sys Admin 50k accounts, contacts, leads, solutions, custom objects
          • Can enable/disable workflow rules during import
          • Back up by exporting data before mass delete
          • Mass transfer accounts, leads, custom objects
    • Automating Workflows
      • Validation Rule­ verifies that the data in one or more fields meets the specified criteria before the record is saved within SFDC, Web to lead/web to case or the Force.com API
      • Formula Fields ­
        • Can reference standard, custom or other formula fields (Up to 10 levels deep)
        • Cannot reference themselves
        • Fields referenced in formulas CANNOT be deleted
        • Automatically calculated, Read Only and doesn't update last updated field. Not visible on edit pages
        • Can reference parent object, not child object
        • Cross­objecct formulas can reference up to 10 levels
        • 3 ways to optimize formula field: Use CONTAINS function, CASE function or IF function
        • Use the "Formula evaluates to true" option to specify more complex trigger criteria using functions and additional operators
        • AND(logical1,logical2,...) ­ Checks whether all arguments are true and returns TRUE if all arguments are true
        • CASE(expression, value1, result1, value2, result2,...,else_result) ­ Checks an expression against a series of values. If the expression compares equal to any value, the corresponding result is returned. If it is not equal to any of the values, the else­result is returned
      • Workflow RulesUse to automate a business process
        • Workflow rules are per object. Need a separate workflow for each object.
        • Triggers do not affect already saved records
        • Use formula fields in field updates to calculate new values from existing data
        • Define: created, created/updated, created/updated & did not previously meet criteria
        • Actions: Email Alerts, Tasks, Field Updates, outbound Messages
        • Field updates ­ use workflow field updates to automatically update the value of a field and reduce the need for 13 manual entry.
          • Use a field update to change the record type to display a page layout specific to a stage in a business process ? Make more fields appear, or remove ones no longer relevant ? Make fields required or read­only
          • Apply a specific value, blank or calculated formula
          • For a record owners, choose the records to be assigned
          • Can create update field on parent record (even with M­M relationship)
        • Cross­Object workflow field updates ­ Use field update action to update a field on the related master record following a change on a detail record. Works with:
          • Custom to custom master­detail relationships
          • Custom to standard master­detail relationships
          • Some standard to standard master­detail relationships
          • Example: Increment the stalled counter on the related account
        • Using a formula to trigger a workflow rule
        • Change record types
      • Time­Dependent Workflows
        • Used to send email reminders, notifications of opp closed dates and notify support of open cases with certain SLAs
        • Max 10 time triggers per rule
        • Max 40 actions per time trigger
        • Required WF default user setup before time­based rules
        • Can specify hours and days
        • Cannot convert leads
        • Cannot create time dependent action for a rule with "every time a record is updated/created"
        • Monitor pending actions in setup > monitoring > time­based workflow
      • Tasks/Alerts ­
        • Tasks may be assigned to user, role, owner, creator, sales/account team
        • Tasks are tracked in activity history and can be reported on
        • A singled task cannot be assigned to a role/team ­ it will be assigned to the owner instead
        • Due date for tasks are in timezone of assignee
        • Due date for tasks is calculated in calendar days, NOT business days
        • Alerts are NOT tracked in activity history
        • Alerts can be reused within the same object
      • Order of Execution
        • System Validation Rules
        • All Apex before triggers
        • Custom Validation Rules
        • All Apex after triggers
        • Assignment Rules (Leads and Cases Only)
        • Auto­response Rules (Leads and Cases Only)
        • Workflow Rules
          • Field Update
          • Task
          • Email Alert
          • Outbound Messaging
        • Escalation rules (Cases Only)
        • Parent Roll­up Summary Fields
    • Approval ProcessesAn automated process implemented to approve records in SFDC
      • Approval process: initial actions that occur, approval request notification, approver assignee and approval response
      • Formula based logic that can use USER fields in the formula
      • Skip approval steps if needed
      • Can be recalled anytime
      • Jump Start Wizard to create a one­step approval process
      • Can be enabled in chatter for approving and rejecting
      • Can have parallel approval process: first response vs. unanimous
      • User must have read permissions to approve
      • Approvals can be routed to approvers automatically based on the user record of the submitter, or optionally the record owner.
      • To use automated approval routing, you must select the user field to be used when you set up the approval process.
      • The user field can be the standard Manager field or a custom hierarchical relationship field on the User record.
      • For each setup in the approval process, you specify the user who should approve records that enter the step. You also determine if the approver's delegate may approve the request.
      • A delegate is the user listed in the Delegated Approver field on the User record of the approver.
      • Faults are exceptions that can happen during the processing of a flow.
      • You can display faults by building in fault connectors.
    • Force.com
    • API Integration & Performance
      • Force.com also provides programmatic APIs for building applications. These APIs are compatible with SOAP­based development environments, and support any web service programming language such as Visual Studio .NET (C#) and Apache Axis (Java and C++).
      • API is used in Salesforce for Outlook, Force.com IDE, Data Loader, Custom Implementations
      • API fully respects the security and access protocals configured through Force.com builder.
      • API Calls ­ Query executes a query against a specified object. Retrieve retrieves one or more objects based on the specified object IDs
      • Upsert API Call ­ performs a “create or update” of an object based on match of ExternalID field
      • SOAP API ­ Use to create, retrieve, update or delete. Real time, small amounts of data
      • REST API ­ The Force.com REST API lets you integrate with Force.com applications using simple HTTP methods, in either XML or JSON formats, making this an ideal API for developing mobile applications or external clients.
      • Bulk API ­ Based on REST principles and optimized for loading or deleting large sets of data.
      Web Services API
      • The Web Services API is designed around the latest standards, including SOAP, WSDL and WS­I Basic Profile. As an open Web service, it provides a complete object model. The API is available to all platforms that support the core Web services standards, including Java, .NET, and Perl. To read or modify Salesforce data, a web application must use the Web Services API.
      • In addition, the Web Services API allows the administrator to mass delete more than 250 records at a time, perform mass updates to records to clean up duplicate data, and provides a way to perform incremental backups of the data with the APIs data replication methods.
      • A number of tools use the API to communicate with Salesforce, including:
        • Apex Data Loader
        • Connect for Microsoft Office (Office Edition)
        • Salesforce for Outlook
        • Offline Edition ­ can work with Accounts, Cotnacts, Custom Objects, Opps, Leads, Activities, Products
      • Custom integration solutions can also take advantage of the Web Services API.
      • Most commonly used Web Services API calls are:
        • Query: Executes a query against the specified object (SOQL).
        • Retrieve: Retrieves one or more objects based on the specified object IDs.
        • Create: Adds one or more new individual records to your organization's data.
        • Update: Updates one or more existing records in your organization's data.
        • Upsert: Performs a create or an update of an object based on match of an ID field.
        • Delete: Deletes one or more individual objects from your organization's data.
        • Undelete: Undeletes eligible records from the recycle bin.
      Metadata API
      • The Force.com Metadata API allows developers to add data to their Salesforce orgs, delete standard fields on custom objects, and create, update, and delete custom objects and fields programmatically. The most common use is to 15 migrate changes from a sandbox or testing organization to a production environment. It supports Query, Create, and Upsert method calls.
      • Metadata API is intended for managing customizations and for building tools that can manage the metadata model, not the data itself. Metadata tools on the AppExchange can help you take advantage of this powerful capability.
      • The easiest way to access the functionality in Metadata API is to use the Force.com IDE or Force.com Migration Tool.These tools are built on top of Metadata API and use the standard Eclipse and Ant tools respectively to simplify the task of working with Metadata API.
      Apex Code Development & Deployment
      • Apex is a strongly typed, object­oriented programming language that allows developers to execute flow and transaction control statements on the Force.com platform server in conjunction with calls to the Force.com API.
      • SOQL & SOSL are two types of queries used in Apex
      • Apex is most similar to what language? Java
      • Apex enables developers to add business logic to most system events including
        • Button clicks ­ attach business logic to a data event (insert, update, delete)
        • Related record updates ­ Process multiple records at the same time
        • Visualforce pages ­ Attach Program controllers in the user interface layer
        • Write database triggers
        • Use classes that can be used by other developers
      • Apex code can be initiated by Web service requests and from triggers on objects.
      • Apex engine enforces a number of limits to ensure that runaway Apex code does not monopolize shared resources.These limits or governors track and enforce various metrics such as the total number of characters in a single string may not exceed 100,000.
      • Apex runs natively on Salesforce servers which makes it more powerful than non­server code such as AJAX
      • Apex can be stored on the platform in two different forms:
        • A class is a template or blueprint from which Apex objects are created. Classes consist of other classes, user­defined methods, variables, exception types, and static initialization code under.
        • 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.
      • Apex generally runs in system context; that is, the current user's permissions, field­level security, and sharing rules a r en ’t taken into account during code execution.
      • Apex can be written only in a Developer Edition, UE/EE Sandbox and Trial UE/EE Sandbox
      • In a Salesforce production organization, you can only make changes to Apex by using the Metadata API deploy call,the Force.com IDE, or the Force.com Migration Tool
      Developer Tools ­ Developer Console Developer Tools ­ IDE
      • Force.com’s native integrated development environment (IDE) provides easy access to many built­in platform features that make it easy to implement common application functionality without writing complicated and error­prone code.
      • Such features include declarative workflows, encrypted/masked fields validation rules, formula fields, roll­up summary fields, and cross­object validation rules.
      • To create, retrieve, update, or delete object instances (rows of data), applications can use the Force.com Web Services API.
      • Visualforce allows developers to create new custom pages to replace standard page layouts within the salesforce UI, and can include Apex to incorporate advanced business logic functionality.
      • Consists of tag­based markup language that gives developers a more powerful way of building applications and customizing the SFDC user interface. With VF you can build wizards, create custom flow controls and define navigation patterns and data specific rules.
      • Visualforce comes with a rich component library that allows you to quickly build pages without having to create a lot of functionality yourself.
      • In the Visualforce markup language, each tag corresponds to a coarse or fine­grained component, such as a section of a page, a related list, or a field. The components can either be controlled by the same logic that is used in standard Salesforce pages, or developers can associate their own logic with a custom controller or controller extension written in Apex.
      • VF uses the Model­View­Controller (MVC) application development pattern—the Model is the data model, the View is the user interface, and the Controller is the business logic.
      • A Visualforce controller is a set of instructions that specify what happens when a user interacts with the components specified in associated Visualforce markup, such as when a user clicks a button or link. Controllers also provide access to the data that should be displayed in a page, and can modify component behavior.
      • Developers can use Visualforce to create a Visualforce page definition. A page definition consists of two primary elements: ¦ Visualforce markup ¦ A Visualforce controller
      • Visualforce page respects user permissions.
      • Visualforce pages are composed on the server, not the client
      • Although custom controllers and controller extension classes execute in system mode and thereby ignore user permissions and field­level security, you can choose whether they respect a user's organization­wide defaults, role hierarchy, and sharing rules by using the with sharing keywords in the class definition.
      • Developers can use Visualforce pages to:
        • Override standard buttons, such as the New button for accounts, or the Save button for contacts
        • Override tab overview pages, such as the Accounts tab home page
        • Define custom tabs
        • Embed components in detail page layouts
        • Create dashboard components or custom help pages
        • Customize, extend, or integrate the sidebars in the Service Cloud console (custom console components)
        • Web Services ­ a set of related applications that can be programmatically invoked over the internet
          • Catalog of capabilities is defined in the WSDL
          • Verbs ­ 30+ operations (METHODS) that are supported
          • Nouns ­ Entities (OBJECTS)
    • Visual Workflow
      • Only one version of a flow can be active at a time.
      • Can automate the process of troubleshooting customer support issues for support reps.
      • Can automate the process of selling products and generating dynamic quotes for sales reps
      • Can capture and convert leads for the marketing organization
      • Elements include: Step, screen, Decision, Assignment, Record Create, Record Update, Record Lookup, Record Delete,
    • Debug Log & Audit Trails
      • Debug Log­ records database changes, automated workflow processes, and errors for a specified user every time that user executes a transaction.
        • Must contact customer support to initiate a log analysis
        • You can specify which users to monitor and set event filters for each user to determine the level of detail recorded for each process.
        • Can track a validation rule, actions in workflow rule
        • Debug logs can contain information about:
          • Database changes
          • HTTP callouts
          • Apex errors
          • Resources used by Apex
          • Automated workflow processes, such as:
            • Workflow rules
            • Assignment rules
            • Approval processes
            • Validation rules
        Debug Log Limits
        • Once a user is added, that user can record up to 20 debug logs. After a user reaches this limit, debug logs stop being recorded for that user. Click Reset on the Monitoring Debug logs page to reset the number of logs for that user back to 20. Any existing logs are not overwritten
        • Each debug log can only be 2 MB. Debug logs that are larger than 2 MB in size are truncated.
        • Each organization can retain up to 50 MB of debug logs. Once your organization has reached 50 MB of debug logs, the oldest debug logs start being overwritten.
      • System log ­ refers to the console link. Debug log refers to the persistent processes that occur for an organization.
        • System log can track workflow rules, Apex, validation rules, escalation rules, approval processes, assignment rules, auto­response rules
      • Setup Audit Trail
        • Merging contacts is not tracked in the setup audit trail
        • Shows the 20 most recent setup changes made to the organization
        • Can download audit trail for past 180 days into a CSV file
        • Must contact support to run a real­time trace and have “View All Data” profile permissions

      Admin 211 - SalesForce Study Guide

      The candidate should be able to:
      • Set up and configure Salesforce CRM Ideas and Salesforce CRM Content
      • Create and optimize custom buttons and complex formulas, including those that span the Force.com data model
      • Set up, deploy, and maintain security and access capabilities, including the sharing model, Lockout features, forensic investigation options, delegated administration, territory management, role hierarchy, record types, and page layouts
      • Implement business processes using workflows, approvals, and formulas
      • Manage data using advanced filtering techniques, the Force.com data loader, and de­duplication capabilities; use validation rules, custom lookup fields, record types, and page layouts to maintain data quality
      • Manage storage usage
      • List capabilities of and configure properties of Force.com Connect for Microsoft Office, Force.com Connect for Lotus Notes, and Connect Offline
      • Recognize, set up, and configure use cases of the Force.com sandbox
      The candidate should be able to describe the capabilities of:
      • The Force.com platform, including suitable custom applications to be developed using the platform and globalization features
      • Data quality management reports, adoption metrics and dashboards, custom report types, and data audits
      • Force.com code (Apex), dynamic approvals, and related use cases
      • Force.com pages (Visualforce) and related use cases, button overrides, and Mass Action List buttons on related lists
      • The Web Services API and Metadata API, integration capabilities, and custom links
      • Development as a service (DaaS)/cloud computing

      The exam references tasks performed in Salesforce CRM applications and on the Force.com platform, including the data loader, applications from the AppExchange, Force.com Connect for Microsoft Office, Force.com Connect for Lotus Notes, and Connect Offline.

      The exam focuses on the administrative features/functions of Salesforce CRM applications and an understanding of the Force.com platform. There is no expectation that the candidate will be able to write Force.com code (Apex) or Force.com pages (Visualforce) or controllers or use the Web Services API or Metadata API to create new integrations with other systems to complete this exam successfully.

      Recommended Resources
      • Online course: Creating Your Salesforce Community Advanced Administration (ADM 301)
      • Online course: Working with Salesforce for Outlook
      • Online course: Force.com Connect Offline
      Exam Focus
      • Software as a Service (SaaS)
      • Force.com (Platform as a Service)
      • Application Essentials
      • Security and Access
      • Implementing Business Processes
      • Managing Data
      • Analytics & Reporting
      • Force.com Code (Apex)
      • Force.com Pages (Visualforce)
      • Integrations
      • Sandbox & Development as a Service (DaaS)
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