Salesforce Administrator presentation ppt

Administration Essentials for New Admins in
Lightning Experience
(ADX201)

Dilsha Khan
Salesforce Admin
dilshaakhan777@gmail.com

myTrailhead
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Administration Essentials for New Admins
• Create new users with the appropriate access and permissions needed to work with
Salesforce data.
• Customize the Salesforce application to reflect your business needs, from setting
currencies to creating custom fields.
• Import and export data from Salesforce. Ensure data cleanliness through validation rules.
• Create dashboards and reports so you, and your users, can analyze the data within
Salesforce.
• Automate business processes, lead generation, and case creation, assignment, and
escalation.
• Improve collaboration, sharing, and knowledge exchange within your company.
4
By the end of this course, you will be able to implement and customize a Salesforce
organization with essential features for the Sales, Service, and Collaboration clouds.
Specifically, you will be able to:

Administration Essentials for New Admins
Introductions and Overview
LESSON 1:
Getting Around the App
LESSON 2:
Getting Your Organization Ready for Users
LESSON 3:
Setting Up and Managing Users
LESSON 4:
Security and Data Access
LESSON 5:
Object Customizations
LESSON 6:
Managing Data
LESSON 7:
Reports and Dashboards
LESSON 8:
Automation
5

By the end of this introduction, you will be:
• Familiar with the facilities, the courseware, and your
fellow students.
• Acquainted with your new company, AW Computing.
7

8
Every Customer Is Connected
With smart, always-on devices, and real-time interactions

9
Connect Anywhere with Salesforce for iOS and Android
Your entire CRM on any device
Source: Salesforce Customer Relationship Survey conducted 2014-2017 among
7,000 customers randomly selected. Response sizes per question vary.
Easily manage approvals,
from anywhere
Seamlessly collaborate
with your team
Quickly access
your CRM
NEW
Create branded mobile
apps with
34%
faster response
time

• Introductions
• Welcome to AW Computing
10

11
Welcome
Congratulations
on your new job as Salesforce Administrator at
AW Computing!
We’re a U.S.-based, medium-sized company
supplying office computing equipment to both
businesses and individual consumers. We’re
growing internationally and making increasing
demands of our six-month-old Salesforce
implementation.
1 Market St.
San Francisco, CA 94105
United States
+1.415.901.7901
www.aw-computing.com
Industry Computers &
Electronics
Employees 750
Revenue USD 30,000,000
Ownership Private

12
The AW Computing Executive Team
Allison Wheeler
VP Global Sales
Conner McCoy
VP Marketing
Noah Larkin
VP Services
John Wiseman
CEO
Brent Bassi
VP Finance
Ling Wu
VP Human Res.

13
HR Organization Chart
VP
Finance
Director
Finance
Director
EMEA
Sales
APAC
Sales Reps
Marketers
VP
Global Sales
Director
US
Sales
US Sales
Reps
EMEA
Sales
Reps
Director
APAC
Sales
VP
Marketing
Director
Marketing
Director
Customer
Support
Support
Reps
VP
Human
Resources
Director
Human
Resource
Executive
Assistant
Director
Sales
Operations
Sales
Engineers
Sales Ops
CEO
VP
Services
Recruiters
Accounts
Receivable

14
HR Wants You to Update Your Chatter Profile
Ling Wu
9h ago
Welcome to AW Computing! Please upload a photo to your Chatter profile and
complete the “About Me” section. I’ve also added you to the New Hire Toolkit group,
where you can find the employee manual, get your questions answered, and catch up
with everyone you met in the new hire orientation.
1 comment · 8 views
Noah Larkin and Conner McCoy likes this.
Conner McCoy
It was great to meet you in the new hire orientation! I’m glad I’ve already got
a connection in the IT department – I’m sure it will
come in handy!
Like · 31m ago

Goal:
Log in to AW Computing’s Salesforce org to get started with your new
job!
15
Tasks:
1. Navigate to the Salesforce login page.
2. Log in with your username and password.
URL: login.salesforce.com
Username: admin@aw#####.com
Password: password1
Upon logging in, you will be prompted to change your password. Please use the password
provided by your instructor, or choose a password that you will remember.
5 min
Intro: Log In

Goal:
Update your profile by entering your personal information.
16
Tasks:
1. Access your Chatter profile.
2. Edit your profile to add your own email address,
name, experience, and skills.
3. Turn off Chatter email notifications.
5 min
Intro: Edit Your Chatter Profile

Lesson 1: Getting Around the App

Course Roadmap
COURSE ROADMAP
Lesson 1:
Getting Around
the App
Lesson 2: Getting
Your Organization
Ready for Users
Lesson 3:
Setting Up and
Managing Users
Lesson 4:
Security and
Data Access Lesson 5:
Object
Customization
Lesson 6:
Managing Data Lesson 7:
Reports and
Dashboards
Lesson 8:
Automation
Lesson 9:
Managing the
Support Process Lesson 10:
Summary

By the end of this Lesson, you will be able to:
• Describe the architecture of a Salesforce organization.
• Understand essential Salesforce terminology.
• Navigate efficiently in Salesforce.
• Quickly find answers to Salesforce-related questions in
the Help & Training portal.
19

• Data Model and Navigation
• Help & Training
20
You’ve just accepted a new job as
administrator at AW Computing.
You’ve logged in and updated your
Chatter profile. Next, we’ll review
how to navigate the Salesforce
User Interface (UI) and work with
the Help & Training portal.

21
Getting Around Your Salesforce Organization
You’re excited to dive into your new job, but
first you need to become familiar with
Salesforce: What are the main objects and how
do they relate to each other? You’ve been told
that the initial implementation was done six
months ago by a consultant. Did the consultant
create any new objects?
DEFINITION: Organization (Org): A deployment of Salesforce that has a defined set of licensed
users. Your organization includes all of your data and applications, and is separate from all other
organizations.

22
What is an Object in Salesforce?
An object
is a table
of data.
Records
are rows.
Fields are
columns.

23
Define the Standard Salesforce Objects and Build the
Salesforce Schema
Work within your group with the cards provided to come up with a
definition of each object, then draft a schematic of the Salesforce data
model.
Campaign
Opportunity
Lead
Account
Contact
Case
User

24
Standard Objects
Account: Customers,
competitors, and partners.
Each account stores
information such as
name, address, and
phone numbers.
Contact: Individuals
associated with your business
accounts that you need to
track in Salesforce.
Opportunity: Sales deals that
you want to track. Adding
opportunities also builds your
pipeline, which will contribute
to your forecast.
Case: Description of a
customer’s feedback,
problem, or question. Use
cases to track and solve your
customers’ issues.
Campaign: An outbound
marketing project that you
want to plan, manage, and
track within Salesforce.
Lead: A prospect or
potential opportunity.

25
Salesforce Objects and Relationships
User
Owner =
Campaign
Opportunity
Lead
Account
Contact
Case
Marketing Sales Service Custom
Applicant
Job Application
Interviewer
Position

26
Navigating In Lightning
Path
Home
Details
Favorites
Search
App
Launcher

27
Paths Guide and Display Progress
Paths guide your users through each
stage of your company’s processes. They
help users stay focused on important
tasks, so they can work more efficiently.
Paths are used on account,
contacts, leads, campaign, case,
contract, opportunities, order,
quote and custom objects.
Sales Paths can be customized in two steps:
1. Setting the Sales Process (which Stages will appear).
2. Edit what appears within each Stage.

28
Add Files to a Record
Attach files directly
to records to allow
access, collaboration,
and visibility.

Goal:
Take a tour of the application, reviewing the main objects in
Salesforce that you just covered.
29
1-1: Take a Tour of the Application
Tasks:
1. Tour the Home page.
2. Tour tabs and apps.
3. Tour records.
5 min
JOIN ME

Goal:
Answer these questions using the navigation skills that were
just demonstrated:
30
1-2: Treasure Hunt
1. How many accounts begin with the
letter “A”?
2. How many accounts begin with the
letter “U”?
3. Where did Allison Wheeler get her business degree?
4. What did Ling Wu do before she started at AW Computing?
5. How many members are in the “Beat Targas!” group?
6. What department/division are they in?
7. How many people are following you
in Chatter?
8. Which new fields are Yuko Ishikawa requesting for her Accounts page layout?
9. Do you own any files that have been uploaded into the org? Have any files been shared with
5 min
YOUR TURN

• Data Model and Navigation
• Help & Training
31

32
Help & Training
Salesforce Help
provides easy
access to
documentation,
knowledge
articles, and
videos, as well
as training
options.

34
1-3: Help & Training Portal
Tasks:
1. Locate documentation on how to customize Path settings.
2. Locate online training.
5 min
Goal:
Use the Salesforce Help portal to locate documentation
and online training.
JOIN ME

35
Knowledge Check
1. What component in Salesforce is similar to a table of data?
2. Which standard objects have a relationship with the Account object?
3. How does a user navigate from an account record to a related contact
record?
4. What options are available from the Help & Training portal?

Lesson 2: Getting Your Organization
Ready for Users

Lesson 2: Getting Your Organization Ready for Users
• Describe the information captured in the company profile.
• Configure the fiscal year.
• Set up and maintain currencies.
• Set up tasks, events, and calendars.
• Set up Chatter to help users collaborate on deals and
cases.
• Enable mobile access with the Salesforce mobile app.
38

• Setting Up the Company Profile
• Configuring the User Interface
• Setting Up Activities
and Calendars
• Setting Up Chatter Groups
• Salesforce mobile app
• Email Integration
39
In the first Lesson, we looked at
Salesforce architecture and the
standard objects and their
relationships, and learned how to
navigate around this environment.
Along the way, we familiarized
ourselves with some essential
Salesforce terminology, and learned
how to get the most out
of Salesforce Help.
Now we’ll make sure that Salesforce
is set up correctly at a global level
so that our users can successfully
use the system.

40
The Big Picture
User Profile
User
Record
Company Profile
UI Settings, Calendar Settings,
Chatter

41
Setting Up the Company Profile
John Wiseman
17h ago
Do we have enough licenses for all our international sales teams?
Noah Larkin likes this.
Ling Wu
And as we add users, can we make sure we have the correct language and
date settings for users outside the US?
Like · 37m ago

42
What is the Company Profile?
DEFINITION:
A collection of information about your organization, mostly captured at contractual signup.
CLICK PATH:
Setup | Company Settings
Name and address
Primary contact
Default locale
Default currency
Storage used
Licenses available
Company
Information
Support
Information
Financial
Information
Fiscal Year
Currencies
Business Hours
Holidays

43
What are Locale Settings?
DEFINITION:
Locale settings let you personalize the display of data for different users based on their geographical
location.
Locale Time Zone
Language
Date and Time Formats
Number Formats
Name Order
Addresses
Locale Time Zone
Language
All Text
Online Help
Event Start/
End Times
Time in Date/Time
Fields

44
How do Locale Settings Work?
Set your locale settings at
the company level and at
the user level.
• Set your company
defaults for your
organization’s head
office.
• New users automatically
inherit the company
defaults.
• Modify personal locale
settings for each user as
required.
Locale = English US
Language = English
Time Zone = PDT
Locale = Japanese
Language = Japanese
Time Zone = JST
User Record
(Personal)
Company Profile
(Defaults) Locale = English US
Language = English
Time Zone = PDT
Locale = English UK
Language = English
Time Zone = GMT

45
2-1: Check the Company Profile
Tasks:
1. Review the company profile to determine the number of available
user licenses.
2. Review the company profile and the default locale, language, and
time zone settings.
Goals:
John Wiseman, CEO, wants to know how many available user licenses there are to
ensure there are enough as the sales teams expand internationally.
Ling Wu, VP of Human Resources, wants to know what the default locale, language, and
time zone settings are so that she knows what additional information to provide when
you’re setting up non-U.S. users.
5 min
JOIN ME

46
Fiscal Year and Currencies
Brent Bassi
12h ago
Now that we’re getting all of our sales teams on board, could you please ensure the following:
1. Our fiscal year runs from January to December. Please make sure this is set correctly in Salesforce so
that our reports tally with the billing system.
2. Our international sales reps need to be able to generate quotes and opportunities in the customers’
own currencies. Please set up the Euro including exchange rates.
2 comments · 8 views

47
Setting the Fiscal Year
• Set your organization’s
fiscal year in Salesforce to
ensure that reports and
forecasts run with the
correct date ranges.
• The default standard
fiscal year follows the
Gregorian calendar.
CLICK PATH:
Setup | Company Settings | Fiscal Year

48
Using a Custom Fiscal Year
Define a custom fiscal year
if your organization’s fiscal
year does not follow the
Gregorian calendar. For
example, if you have:
• A 13-month fiscal year.
• 13-week fiscal quarters.
• A fiscal year not starting
on the first day of the
month.
NOTE:
Search for: Defining a Custom Fiscal Year

49
Setting Your Organization’s Currency
Salesforce organizations are single currency by default. This means that:
• You set the required Currency Locale in the company profile.
• All currency values on records will display in the appropriate currency.

50
Working with Multiple Currencies
Activate additional currencies.
• Administrators set the corporate currency
and activate new currencies.
• New users inherit corporate currency, but
can set their own personal currency.
• New records inherit a user’s personal
currency, which can be changed.
• Leads, accounts, contacts, opportunities,
and cases display currency amounts in the
currency of the record and optionally of the
user.
Record
User
(Personal)
Corporate
(Default) USD
GBP EUR
JPY
JPY USD
USD JPY
GBP
USD

51
Setting Up Multiple Currencies
Administrators need to:
▪ Set the corporate currency and activate additional currencies.
▪ Ensure users have correct personal currencies.
▪ Make sure users use the correct currency when creating records.
CLICK PATH: Setup | Company Profile | Manage Currencies

52
2-2: Check the Fiscal Year and Set Up the Euro
Currency
Tasks:
1. Ensure the fiscal year is a standard year, starting January 1.
2. Activate the Euro currency, and add the exchange rate.
3. Test the new currency with an opportunity, and make a note of the
converted amount.
10 min
CLICK PATH:
http://www.bloomberg.com/markets/currencies/cross-rates/
Goals:
Brent Bassi, VP of Finance, has asked you to check that the fiscal
year has been set up correctly. He has also requested that you set up
the Euro with the latest exchange rates.
JOIN ME

Brent Bassi
12h ago
Now that we’re getting all of our sales teams on board, could you please ensure the following:
1. Our fiscal year runs from January to December. Please make sure this is set correctly in Salesforce so
that our reports tally with the billing system.
2. Our international sales reps need to be able to generate quotes and opportunities in the customers’
own currencies. Please set up the Euro including exchange rates.
Admin User
Brent, I can confirm that the fiscal year is set up as you specified. The Euro currency is now
available for our EMEA and APAC sales teams.
Like · 2h ago
Brent Bassi
That’s great! Could you update the exchange rates on a weekly basis?
Like · 1h ago
53
Advanced Currency Management

54
2-3: Update Exchange Rates
Tasks:
1. Update the exchange rate.
2. View the opportunity from the earlier exercise and compare the converted
amounts to the ones you noted.
5 min
Goal:
Brent Bassi, VP of Finance, has asked you to update the exchange
rates weekly.
WATCH ME

55
What’s happened to my Closed Opportunities?
Multi-currency allows just one exchange rate per currency, by default. This means
that when you update an exchange rate, you are updating the converted amount on
all records using that currency.
This may not be desirable for historical opportunities!
New Euro
Opportunity
•XRT 0.6942
•EUR 10,000
•USD 14,405
Opportunity
Closed
•XRT 0.6942
•EUR 10,000
•USD 14,405
Closed
Opportunity
•XRT 0.6859
•EUR 10,000
•USD 14,579!!!!
MAY MAY MAY
EUR XRT
Updated
•XRT 0.6859

56
What is Advanced Currency Management?
Advanced currency management effectively allows you to “lock” the converted
amount on opportunities based on their close date.
• You can give each new exchange rate a start date.
• Opportunities use the rate that corresponds with the close date.
New Euro
Opportunity
•XRT 0.6942
•EUR 10,000
•USD 14,405
Opportunity
Closed
•XRT 0.6942
•EUR 10,000
•USD 14,405
Closed
Opportunity
•XRT 0.6942
•EUR 10,000
•USD 14,405!!!!
MAY MAY MAY
EUR XRT
Updated
•XRT 0.6859
CLICK PATH: Setup | Company Settings | Manage Currencies | Enable

57
2-4: Update the Euro Exchange Rate with ACM
Tasks:
1. Enable advanced currency management.
2. Update the Euro exchange rate using the first day of next month as the Start
Date.
3. Edit the Close Date on the Euro opportunity to see how the converted
amounts change depending on the respective exchange rates.
5 min
Goal:
You want to be able to update exchange rates weekly without
affecting historical opportunities.
JOIN ME

• Setting Up Activities and Calendars
• Mobile Access with Salesforce mobile app
• Salesforce Email Integration
58

Allison Wheeler
7h ago
Our Sales team recently took a poll and landed on these requests for their Home
page:
- Big chart of opportunities in their pipeline
- Five most recent opportunities
- Chatter posts where rep is @mentioned
- Today’s tasks and upcoming events
- Link out to the Salesforce Trust site
Can you make this happen? #thanks
Matt Wilson and Anna Bressan like this.
Phil Smith
This would be great, thank you Allison!
Like · 45m ago
59
Customized Home pages Improve the User Experience

60
Home Page
The Home page is a versatile
canvas for bringing relevant
updates, details, and
summaries to your users
with Lightning components.
• Apply standard or custom
Lightning components
• Update component
properties
• Assignable to user profiles

61
Customize the Home page with Lightning App builder
Be sure to
Activate
when done!
Update
component
settings.
Apply
Standard and
Custom
components.
Drag and drop
components.
CLICK PATH: Setup | User Interface | Lightning App Builder

62
2-5: Customizing the Home page
Tasks:
1. Create a new Lightning Page to be used as the Sales Home page.
2. Test the new Home page.
10 min
Goal:
Allison Wheeler, VP of Sales, received feedback on what the Sales
team’s Home page should include. Create a new Home page based
on this information.
JOIN ME

63
Using List Views for Better Results
Conner McCoy
4h ago
Marketing is currently targeting accounts in the technology and manufacturing
industries. Other than run a report, is there any way my team can access simple lists
of only these industries?
Lorenzo Costa likes this.
Samir Patel
@Conner, it would definitely save us time to not be running back and forth
between reports.
Like · 12m ago

64
How Can List Views Benefit Your Users?
Create list views for frequently performed searches. You can:
• Save list views for future use.
• Filter on a specific field or fields.
• Search the field data in list views
• Specify which groups of users have access to the list view.
• Display as grid or Kanban. Select to display a relevant chart.
• Edit records in list views.

65
Creating a List View
1. Enter an appropriate name and visibility.
2. Specify up to 10 filters.
3. Select up to 15 columns.
CLICK PATH: Object | List View Controls | Create New View

66
Kanban View in Lists
The Kanban list view is a
visual summary of all the
records for a particular path
or grouping.
For example, by seeing all
opportunities at once, you
can move opportunities
forward with drag-and-drop
to effectively monitor the
pipeline.

67
Breakdown of the Kanban Board
1. Path.
2. Card representing each
list view, opportunity,
lead, quote, or
custom record.
3. Drag & Drop Cards.
4. Alerts.
5. Toggle between board
view and grid view.
6. Chart and Filter results.
1
2
3
4
5 6

68
2-6: Create a Manufacturing and Technology
Accounts List View
Task:
Create a list view to display accounts in the manufacturing and
technology industries.
5 min
Goal:
Marketing is currently targeting accounts in the manufacturing and
technology industries. They need quick access to these accounts on a
regular basis.
JOIN ME

69

Allison Wheeler
2h ago
Each sales rep must keep track of all emails, meetings, and tasks that have to do with
accounts and contacts. I would also like to see what my reps have scheduled
on their calendars. Will you please make sure we’re set up with this capability?
Courtney Brown likes this.
Courtney Brown
Reporting of activities would make Sales Operation’s job easier, too. Any
way we can do that?
Like · 23m ago
70
Setting Up Activities and Calendars

71
What are Activities?
Task
s
Events
User-created
Marked as completed by
user when done.
To
Do
Email
Call Log User-created
System-created when
sending email from Salesforce
or adding from Outlook
Created as completed tasks:
Due Date = Created Date.
User-scheduled interactions, with a start
and end date, which appear on calendars.
Automatically marked as
Completed when start date
is reached.
DEFINITION:
Activities are records of the interactions your organization has with records such as your accounts,
contacts, and opportunities. They can be either tasks or events.

72
Personal Calendars
Every user has a personal calendar. The administrator sets access to personal
calendars in Security Controls.
Individual users then grant access to specific users.
CLICK PATH: Setup | Security | Sharing Settings

73
“Any Date” and Public Calendars
Users can create their own
calendars for any date, e.g. for
Opportunity Close Date.
CLICK PATH: Setup | Company Settings | Calendar Settings | Public Calendars and Resources
Administrators can create public
calendars and share it with users, e.g. a
calendar displaying trade shows.
To see these calendars, users can add
them to their views.

74
Tasks and Events in Salesforce
Tasks are your to-do list. Events are what is on your calendar. Relate tasks and
events to contacts, cases, and opportunities to get a 360-degree view of all
activities on your accounts.
Current and past tasks
and events are tracked in
the Activity feed.
Choose the default way
users work with activities
on record pages.
Assign tasks to users, or let
reps share their workload
by assigning tasks to
queues.

75
Calendar and Activity Settings
Activity settings are accessed in two different areas
of the Setup menu.
• User interaction options for Calendars are set in
the Calendar section under User Interface.
• Calendar details and task and event features,
such as re-occurring tasks, group tasks and more
are set in Activity Settings.
CLICK PATH: Setup | Feature Settings | Sales | Activity Settings
CLICK PATH: Setup | User Interface | User Interface

76
Customizing Activities
• Tasks and Events are Activities.
• They can be customized just like any other object.
• Custom fields can be created for all activities and they can have validation rules,
record types, and page layouts.
• There is no Activities tab. However, there is a Calendar tab and a Tasks tab
in Lightning.
CLICK PATH: Setup | Objects and Fields | Object Manager

77

78
Improving the User Experience with Chatter
All of the vice presidential-level
employees and the CEO just came back
from a three-day off-site meeting.
Improving communication was the
number-one topic.

79
What is Chatter?
Follow
Attach
Comment
Link
Download
Like
People, records, files
Posts
Files
To internal and external links
On posts, records
Files to posts, records
Write a comment...
NOTE:
Chatter lets your employees collaborate with fellow employees on files and records. Chatter is
automatically enabled in all new organizations.
ALERT :
Ask Salesforce to enable profile-based Chatter for your organization if you only want certain groups of
users to have Chatter access.

80
Chatter Home
Feed view
filters
Organized
categories of
tracked items
Recently
viewed
Chatter
Groups
View of Chatter posts
and responses
Recommendations
appear only on the
Chatter home page.
CLICK PATH: Click the Chatter tab.

81
Administering Chatter
• As an administrator, you can:
− Give users access to Chatter based on their profile.
− Enable email notifications, allowing Chatter posts and comments to generate emails.
− Allow group archiving.
− Configure Invitations, allowing users to invite non-Salesforce users and people outside your
company to join the Chatter community.
− Enable objects and fields for feed tracking, alerting followers to any changes made to
records they follow.
• Receipt of email notifications is controlled by each user in their personal
settings area.
CLICK PATH: To enable and administer Chatter:
Setup | Feature Settings | Chatter | Chatter Settings
NOTE:
Chatter is secure and works in accordance with all the security and permission settings in your
Salesforce organization!

82
Records Chatter Feed
Object record
Write a new
post.
Comment on
existing posts.
Search past
posts.
NOTE: Chatter posts linked to records are displayed in the Chatter feed and visible to anyone who
has access to the object record.
NOTE: Objects must have feed tracking enabled for users to see Chatter feed updates on records
they follow.

83
What are Chatter Groups?
Groups are a powerful feature
of Chatter that
users can create. Users in
a Chatter group can:
• Collaborate in a private,
public, or unlisted group.
• Use Announcements for
important messages.
• Post updates, files,
and links.
• Include customers in private
groups.
• Reduce group emails.
• Reduce email attachments.
Post updates,
files, links,
polls, and
more.
Group information
and description.
Measure
activity.
Add and
manage
members.

84
2-7: Create Public and Private Chatter Groups
Tasks:
1. Create Chatter Groups for All Sales (public) and All Support
(private).
2. Post a link to the All Support group that explains how to
use @mentions and @mention Noah Larkin.
3. Click #training in your Chatter post to see other conversations in
the company regarding training.
10 min
Goal:
Create Chatter groups to replace group email lists. Post a link to
additional training and mark it with a topic tag, so users can easily
search for training-related posts.
JOIN ME

85

Ling Wu
11h ago
Our sales team loves using the Salesforce mobile app on company
tablets and their cell phones. We really want to set up the recruiting
team to be mobile-ready so they can leverage their Salesforce data
when they are at job fairs. Can you set that up?
Marcela Lopez likes this.
Marcela Lopez
Does this mean we’ll be able to register new candidates and
conduct interviews away from our laptops?
Like · 31m ago
86
Mobile Access with Salesforce Mobile App

87
Salesforce Mobile App
The Salesforce mobile app is
available on:
1. Android smart phones with
Android 6.0 or later.
2. iOS smart phones and tablets
with iOS 12.0 or later.
Salesforce can also be accessed using
a
mobile browser. See Help & Training
for the list of supported browsers.
NOTE:
Allows access to Salesforce from mobile devices.

88
What Users See in the Salesforce Mobile App
Most customizations are
automatically available in the
Salesforce mobile app,
including:
• Custom fields
• Record types and
page layouts
• Custom objects

89
What Can be Customized for Salesforce Mobile App?
Administrators can make customizations specific to the Salesforce mobile app.
Change the order of
items listed in the
navigation menu.
Customize compact
layouts to display the most
useful information.
Add and customize
the actions in the
publisher.

90
Administering Salesforce Mobile App
Salesforce mobile app has been
enabled for all organizations and is
administered from Connected
Apps. Its components are
automatically installed when:
1. A user downloads and
installs the app, and…
2. Authenticates with your
org by logging in to the mobile
app.
CLICK PATH: Setup | Apps | Connected Apps | Manage Connected Apps

91
2-8: Getting Ready for Salesforce Mobile App
Tasks:
1. Review the Salesforce mobile
app components.
2. Change the PIN requirements needed to
access Salesforce mobile app using an iOS
device, and answer a few questions based on
the information you find in the app.
Homework:
Download Salesforce
mobile app on your
Android or iOS device,
and use your ADX201
login and password to
log in. Be ready to talk
about your experience
tomorrow in class!
Goal:
Review the Salesforce mobile app components, and ensure that
all users with iOS devices can self-authorize to use the app.
Control the settings and answer some questions regarding
the components.
5 min
JOIN ME

92

93
Salesforce Integration With Outlook
Outlook Integration (formerly: Lightning for Outlook):
• 100% cloud-based, always running the latest release features
(no need to install or update)
• Show custom Lightning Components using Lightning App
Builder
• Compatible with Lightning and Classic UI
Salesforce for Outlook:
• For older Exchange and Outlook versions
• Requires software installation and manual version updates
With an Outlook
integration, you can:
• View Salesforce
contacts, leads,
accounts,
opportunities, and
cases related to
Outlook emails.
• Synchronize contacts
and calendar events.
• Copy Outlook emails
and attachments to
Salesforce.
• Search for records.

94
Outlook Integration (formerly: Lightning for Outlook)

95
Lightning Sync for Google:
• Synchronize person accounts
• Synchronize events from Google
Calendar to Salesforce
• Give reps access to view, edit, sync event
attendees
Lightning for Gmail:
• Create records from emails
• Unknown email recognition
• Einstein Opportunity Scoring and Opportunity
Insights
Salesforce Integration with Google
With the Google integration you can:
• Utilize the streamlined setup page to easily manage
Lightning for Gmail Settings and Lightning Sync for
Google Calendar
• Leverage Einstein insights and auto-completed record
fields
• Use Google integration with Lightning and Classic UI

96
Salesforce Inbox
Connects to
Salesforce
mobile app
Bring email, calendar, and CRM together in one seamless experience.
Available Today
DEFINITION: Salesforce Inbox connects a user’s email to Salesforce to automatically synchronize
contacts, messages, and calendar events to CRM records.
• Track engagement
• Sync sales data to
Salesforce
• Get insights in your inbox

97
Knowledge Check
1. Where can an administrator change the organization name and address,
default locale, default language, and default time zone?
2. Which user interface settings
must be enabled to allow users
to edit records directly from a list
view, without navigating away
from the page?
1. What is a capability of Chatter?
2. Where can a user view the completed tasks and past events for an

Lesson 3: Setting Up and Managing Users

• Explain the purpose of user profiles.
• Create and edit custom profiles.
• Create users and assign them to profiles.
• Invite customers to private Chatter groups.
• Troubleshoot user login issues.
100

• Managing User Profiles
• Managing Users
• Setting Up Chatter Free Users
and Invites
• Troubleshooting Login Issues
101
In the previous Lesson, we configured
organization-wide settings that apply
to all users, such as default locale
settings, currencies, and the user
interface.
Now we’re going to look at setting
things up for specific groups of users
and individual users, so that they can
see and do what they need to.

10
2
The Big Picture
Company Profile
UI Settings
Calendar Settings
Chatter
User Profile
User
Record

10
3
Managing User Profiles
Ling Wu
11h ago
My Recruiting team can’t access the Recruiting App that the consultant who did our
implementation created for us, and they can’t see the following objects they need:
-Applicant
-Interviewer
-Job Application
-Position
Can you help?
Daniel Garcia likes this.
Daniel Garcia
Ling, we also need to send emails and run reports. Can we get that, too?
Like · 31m ago

10
4
What is a Profile?
DEFINITION:
A collection of settings and permissions that determines what users can see in the user interface, and
what they can do.
NOTE:
Search for: User Permissions
Settings
(what users see)
Apps
Tabs
Record Types
Page Layouts
Fields
Permissions
(what users do)
App Permissions
(e.g., convert lead, import solutions)
System Permission
(e.g., run reports, mass email)
Standard Object
(e.g., create leads)
Custom Object
(e.g., edit positions)

10
5
How does a Profile Change the User Experience?
What apps
are visible
What tabs
are visible
What fields
are visible
What fields
are editable
What users can do
with records of a
particular object
Record type/
page layout

10
6
Standard Profiles Get You Started
Standard profiles cannot be deleted and permissions cannot be edited.
System
Administrator
Standard
User
Solution Manager
Marketing
User
Contract Manager Read Only
View and modify all
data, customize app.
Standard User +
import leads.
View, edit, and delete
records they can access.
Standard User +
manage published
solutions.
Standard User +
manage contracts.
Only view records they
can access.

10
7
Standard Chatter Profiles
Chatter profiles are only for users with the Chatter Free or Chatter External user
licenses, and allow users to log in to Chatter only.
Chatter
Free User
Chatter
Moderator
User
Chatter
External
User
Access all standard Chatter
people, profiles, groups,
and files.
Access groups they've been
invited to and interact with
members
of those groups.
▪Access same features as
Chatter Free users.
▪Activate/deactivate
other Chatter Free
users and moderators.
▪Grant/revoke
moderator privileges.
▪Delete posts and
comments they can see.

10
8
Creating Custom Profiles
Because you cannot modify permissions on a standard profile, it is good
practice to always create custom profiles for your users. You can create a
custom profile by cloning and modifying an existing one.
Sales
User
General
Marketing
User
Accounts
Receivable
User
Recruiting
User
VAR User Consulting
User
Executive
User
Support
User
CLICK PATH: Setup | Users | Profiles | New

10
9
What are Object Permissions?
Object permissions determine the kind of records (object) users can view,
create, edit, or delete, but not the individual records themselves. Compare
these to vehicle permissions on a driver’s license:
Permission determines types of records or vehicles.

11
0
How do Tab Settings Work?
Tab settings allow you to set the
baseline tab visibility for users
associated with the profile.
Users can access tabs set to Default
Off through the App Launcher in All
Items:
Visible across the top
of the page.
Available in the App
Launcher in All Items.
Hidden, user cannot
access tab.

11
1
3-1: Create the Recruiting User Profile
Tasks:
1. Create a new Recruiting User profile by cloning the No Access
profile.
2. Edit the new profile to select the settings and permissions
shown on the next slide, leaving all others unchanged.
3. Assign Daniel Garcia, Marcela Lopez, Javier Reyes and Nina
Gupta to the profile.
Goal:
The recruiting team is going to use Salesforce in the recruitment process. Four custom
objects–Applicants, Interviewers, Job Applications, and Positions–have been created.
The VP of Human Resources is concerned that the recruiters are not able to view any
recruiting records and currently have access to things they shouldn’t. And they should be
able to use Salesforce mobile app on their company-issued phones.
10 min
JOIN ME

11
2
3-1: Create the Recruiting User Profile (Cont.)
Objects &
Tabs
Tab Read Create Edit Delete
Applicants Default On ✔ ✔ ✔
Interviewers Default On ✔ ✔ ✔ ✔
Job Applications Default On ✔ ✔ ✔
Positions Default On ✔ ✔ ✔ ✔
Assigned Apps
Assigned Connected Apps
Content, Recruiting (Default), Salesforce Chatter
Salesforce mobile app for Android
App Permissions None
System Permissions Edit Events, Edit Tasks, Mass Email, Run Reports, Send Email

• Managing Users
• Setting Up Chatter Free Users and Invites
113

Allison Wheeler
4h ago
As we expand our teams internationally, we’ve taken on new hires in APAC, EMEA,
and LATAM. Obviously, they will need access to Salesforce. Can you work with
@Ling Wu to get their details and set them up in Salesforce?
.
Ling Wu likes this.
Ling Wu
I will @mention you the details. Thanks for the help!
Like · 2h ago
11
4
Setting Up Users

11
5
What is a User?
DEFINITION:
Someone with login access to your Salesforce organization who has a license and a user record
containing personal, security, and locale information.
Personal
Name
Alias
Email
Phone/Address
Title
Security & Access
Username
License(s)
Profile
Role
Login History
Locale
Time Zone
Locale
Language
Currency
CLICK PATH: Setup | Users | Users

11
6
Creating New Users
You can create complete single users or multiple users with just the required
information. The Generate new password option, selected by default, will
email the username and a temporary password to the user.

11
7
3-2: Set Up an APAC User
Task:
Create a user record for the new user.
5 min
Name: Fumiko Suzuki
Email:
fsuzuki@aw####.com
Title: Sales Rep
Dept: APAC Sales
Manager: An Lin
Location: Tokyo, Japan
Goal:
You received details of a new hire in the Tokyo office, who requires
access to your Salesforce organization.
JOIN ME

• Managing Users
118

11
9
How Can We Include More Users on Chatter?
Allison Wheeler
23h ago
Chatter has been great for my team, and we’d like members of the R+D team to join
us on Chatter, to participate in some product groups. However, Brent told me
additional Salesforce CRM licenses are not in the budget. Any ideas?
Conner McCoy and Brent Bassi like this.
Conner McCoy
I heard we can now invite people outside AW into Chatter–I’d really
like to get some of our marketing contractors into Chatter and set up
a Marketing Best Practices Group!
Like · 1h ago

12
0
Chatter Free and Chatter External Licenses
The Chatter Free license lets you add
all of your coworkers to the
collaboration that goes on in your
Chatter community. Chatter Free users
can:
• Access people, Chatter profiles,
groups and files.
• Make posts.
• View and reply to comments.
• Upload and view files.
• Join groups.
• Use topics and hashtags
The Chatter External license lets
people outside of your company into
private groups in your Chatter
community. Chatter External users can:
• See groups they belong to, and the
Chatter profiles of members of those
groups.
• Share files common to groups they
belong to.
• Make posts within their groups.
• View and reply to comments within
their groups.

12
1
Creating Chatter Free and Chatter External Users
These Chatter licenses can be
assigned in two ways:
1. By the administrator, on the
user record.
• Create a new user record.
• In the License picklist,
select Chatter Free or
Chatter External.
2. By Invites, which allow current Chatter users to
invite employees and those outside your company to
join Chatter.
• The Admin enables Coworker Invitations in
Chatter Settings (for Chatter Free Users).
• The Admin enables Customer
Invitations in Chatter Settings (for Chatter
External Users).
NOTE: Current Chatter users can invite others into the Chatter community.

12
2
Chatter Free User Experience
Chatter Free users have:
▪ Access to the Chatter App: Chatter, Chatter profiles, people, groups, files.
▪ A simplified Setup menu.
ALERT:
Chatter Free users do not have access to any Salesforce data, such as accounts, contacts,
opportunities, or custom objects.

12
3
Chatter External User Experience
They can see:
• Groups and profiles of the
members of groups they belong
to.
• Files shared to groups they
belong to.
Chatter customers can only be
invited to a private Chatter group
by a manager or the group owner.
They are identified as customers
in their profiles and groups they
belong to.
They cannot:
• Post to profiles.
• See records or other Salesforce
information, even in search results.
• Be followed. Additionally, customers
can't follow people
or files.

12
4
3-3: Create a Chatter Free User
Tasks:
1. Create a new user record for Desmond Castillo.
2. Assign the Chatter Free license.
3. Welcome the new user to Chatter by posting on his profile.
5 min
Goal:
Desmond Castillo, head of legal counsel, requests access to Chatter in
order to monitor the types of conversations that are going on. Grant him
access to Chatter without incurring any extra costs.
YOUR TURN

12
5
3-4: Configure Chatter Invites
Tasks:
1. Access the organization-wide Chatter Settings and enable Invites.
2. Whitelist the AW Computing email domain.
3. Post to the All Sales group that Invitations have been enabled.
5 min
Goal:
Configure Chatter Invites so that only users from AW Computing can
receive invitations to join AW’s Chatter community.
JOIN ME

• Managing Users
126

12
7
Troubleshooting Login Issues
Fumiko Suzuki has emailed to say
that she is getting an error
message when she tries to log in.
She has logged in before without
any problems.

12
8
Viewing a User’s Login History
The Login History related list on a user record displays when, where, and how a
user attempts to log in. Use the Status column to diagnose any login issues. If
there is no entry here for a user’s login attempt, the user is probably using an
incorrect username.
CLICK PATH: Setup | Users | Users | Name of User

12
9
Dealing with an Invalid Password
It’s good practice to let users reset their passwords themselves by clicking the
Forgot your password? link on the login page. If they continue to experience
issues, you can reset passwords manually.
CLICK PATH: Setup | Users | Users

13
0
Password Policies
Password lockout occurs when you have a password policy to lock users out
when they exceed a certain number of invalid login attempts. The lockout period
can be temporary or require an admin reset. You can unlock a user by clicking
Unlock on the user record.
CLICK PATH: Setup | Security | Password Policies

13
1
3-5: Troubleshoot and Fix Login Issues
Tasks:
1. Set the password policy to three maximum invalid login attempts.
2. Attempt to log in as Fumiko with an incorrect password.
3. View the login in Fumiko’s login history.
4. Attempt to log in as Fumiko three more times with an
incorrect password.
5. View the logins in Fumiko’s login history, and unlock her.
10 min
Goal:
Fumiko Suzuki is having trouble logging in. Find out what the issue is
and resolve it.
JOIN ME

John Wiseman
2h ago
We are all really excited that you’ll be attending Dreamforce this year. But I’m worried
about who will take care of basic administration needs when you’re away.
Conner McCoy likes this.
Admin User
Thanks for sending me to Dreamforce, @John Wiseman! I can actually take
care of my administrative duties using SalesforceA and my company-issued
phone, so I won’t miss a beat!
Like · 4m ago
13
2
Administering Salesforce on the Go

13
3
SalesforceA
Administrators can:
• Freeze a user.
• Deactivate a user.
• Unlock a user.
• Reset a user's password.
• View and edit a user's
information.
• Assign permission sets.
• View System Status.
• Switch between Accounts
in Multiple Organizations.
…all from their mobile device!
Homework:
Download
SalesforceA on your
Android or iOS
device, and use
your ADX201 login
and password to
log in. Be ready
to talk about
your experience
tomorrow in class!

13
4
Knowledge Check
1. What is determined by the user's profile?
2. What tasks can be performed by a user who is assigned to the standard System Administrator
profile?
3. When creating a new user, what information is captured on the user record?
4. A user receives an error message when attempting to log in to Salesforce. What is the first
step an administrator should take to troubleshoot the problem?
1. Support users at AW Computing
can view, create, and edit accounts. However, the management team does not want support
users to delete accounts in the organization. How can an administrator meet
this requirement?
2. An administrator is receiving a high volume of calls because users cannot log in to
Salesforce. The administrator checks the Login History and notices that most users have a

Lesson 4: Security and Data Access

• Restrict when and where users can log in to an organization.
• Determine the levels of access users have to objects.
• Set up a data access model using the role hierarchy, sharing,
and teams.
• Control the levels of access users have to fields.
137

• Restricting Logins
• Determining Object Access
• Setting Up Record Access
• Creating a Role Hierarchy
• Dealing with Record Access
Exceptions
• Managing Field-Level Security
138
We have now set up the Salesforce
environment for our users, created
the necessary profiles to determine
what they can see and do, and
created user records for new users.
Now we’re going to look at
securing our Salesforce
organization, and how we can
control exactly what data our users
have access to within it.

John Wiseman
6h ago
I have some security concerns. I want to reduce the chances of unauthorized access
to our data housed in Salesforce.
- Marketing, Accounts Receivable, and Recruiting users should only be able to log in
during the company’s standard office hours, and only when connected to the company
network.
- All other users should have 24/7 access, and be able to log in on the company
network and the VPN.
Allison Wheeler likes this.
Noah Larkin
Thanks John, support and sales under @Allison Wheeler need the
expanded access outside of business hours and remote locations.
Like · 2h ago
13
9
Restricting Login Access

14
0
The Big Picture: Setting Access to The Organization
The Organization
Object
Record
Field

14
1
How does Login Work?
By default, Salesforce does not restrict the hours or the locations of user logins. When
users successfully log in for the first time, a cookie is placed in their browser.
When users log in again, Salesforce uses this information to authenticate them:
User attempts login
through browser.
Has user logged in from this
browser before?
User logs in.
User must activate
computer.

14
2
Activating an Unrecognized Computer
The activation process uses a verification code to confirm a user’s identity and
adds a browser cookie. Verification codes are sent by the highest-priority
method available to verify a user’s identity.
User logs in from
unrecognized
computer.
User prompted
to activate
computer.
User retrieves
verification code
from highest-
priority method
chosen.
User submits
verification
code.
User logs in.
NOTE:
Search for: About Identity Confirmation Activations

14
3
Don’t Ask Again
When your users log in to Salesforce and verify their
identity on a device that isn’t private, they can help keep
your org secure by alerting Salesforce.
• When users log in from an unknown browser or app and their login
IP address is outside a trusted IP range, they are asked to verify
their identity.
• On the identity verification page, the option not to be asked for
identity verification again is checked by default.
• Ask your users to deselect the Don’t ask again option so identity
verification continues whenever anyone logs in from that browser or
device.
When users log in from a public or shared device,
such as a terminal in a public library or a shared
workspace, they can deselect the box.
NOTE:
Search for: Verify Your Identity

14
4
Creating an Organization-Wide Trusted IP Address List
You can manually add trusted IP address ranges for your organization, which
allow users to bypass the activation process.
ALERT:
Users can still log in from addresses outside these ranges through the activation process.

14
5
Restricting Login Hours and Login IP Ranges on Profiles
You can lock down access for particular groups of users by adding allowed
hours and login ranges to their profiles. Users outside these hours or ranges will
have their login denied.
CLICK PATH: Setup | Administration | Users | Profiles | Name of Profile

14
6
How do Profile Login Hours and IP Ranges Work?
Profile login restrictions override any other form of authentication. If a user does
not satisfy any hour or IP range restrictions on his or her profile, the user will not
be able to log in, regardless of the organization-wide trusted IP address lists.
User attempts login. Is login during profile
login hours?
Is login from within
profile login IP ranges?
User logs in.
YES
Login
denied
YES
NO NO

14
7
4-1: Restrict Login Hours and IP Ranges
Tasks:
1. Restrict login hours on the Accounts Receivable User profile to
8 a.m.–6 p.m., Monday through Friday.
2. Restrict the login IP range on the Accounts Receivable User
profile to just the company network.
5 min
Goal:
Accounts Receivable users should only be able to log in during the
company’s standard office hours and on the company network only.
JOIN ME

14
8
Health Check
Spot and close security gaps right from the Health Check page.
A summary score shows you how your org measures up against
Salesforce-recommended baselines.
Identify and fix security
risks for:
• Password Policies
• Session Settings
• Network Access Settings
• Login Access Policies
• Remote Site Settings
CLICK PATH: Setup | Settings | Security | Health Check

• Dealing with Record Access Exceptions
149

15
0
Agenda Item 1: Determining Object Access
You are attending a security and data access review meeting with the CEO and
the Executive team. The first item on the agenda is to ensure that all users
have the appropriate object permissions for their job roles.
Allison Wheeler
VP Global Sales
Conner McCoy
VP Marketing
Noah Larkin
VP Services
John Wiseman
CEO
Brent Bassi
VP Finance
Ling Wu
VP Human Res.

15
1
Agenda Item 1: Determining Object Access (Cont.)

15
2
The Big Picture: Setting Access to Objects
The Organization (Login Access, IP Restrictions)
Object
Record
Field

15
3
Object Permissions
Remember, object permissions only determine the kinds of records users can
view, create, edit, or delete, not the individual records themselves.
Permission determines kinds of records.

15
4
Using Enhanced Profile List Views to Mass Update Profiles
Enable enhanced profile list
views to make it easier to work
with multiple profiles
at the same time. You can:
• Create filtered profile lists.
• View and compare
settings and permissions
for multiple profiles.
• Mass update
multiple profiles.
CLICK PATH: Setup | Users| User Management Setting

15
5
Using Permission Sets to Grant Additional Permissions
Use permission sets to
grant additional
permissions to specific
users, on top of their
existing profile
permissions, without
having to modify existing
profiles, create new
profiles, or grant an
administrator profile
where it's not necessary.
CLICK PATH: Setup | Users | Permission Sets

15
6
Assigning Permission Sets to Users
Permission sets can be assigned to users from the permission set itself or
through the Permission Set Assignments related list on a user’s record. The
user’s total access will be determined by the user’s profile, plus any permission
sets assigned to the user’s record.
+ + =
Profile
Permission
Set 1
User
Acces
s
Permission
Set 2
or

Super User Permission Set Group
157
Permission Set Groups
Permission Set Groups allow Admins to combine multiple permission sets
into a single permission set group for user assignment.
Delete Records Permission Set
Delete permission in sales objects (Accounts,
Contacts, Opportunities)
1
Manage Users Permission Set
create, edit, and deactivate users, and
manage security settings
2
Manage Reports Permission Set
Create and manage reports,
report folders,
report schedules, and export reports
3
Delete Records Permission Set
Delete permission in sales objects
(Accounts, Contacts, Opportunities)
1
Manage Users Permission Set
create, edit, and deactivate users,
and manage security settings
2
Manage Reports Permission Set
Create and manage reports, report folders, report
schedules, and export reports
3
Mute Delete Opportunities
Delete Opportunities
4

15
8
Testing and Troubleshooting: Logging In as an End
User
Users may grant login access through
their Settings menu if the Administrator
does not have “Log In as Any User”
enabled.
RESOURCE:
Contact Salesforce if you would like to disable the “Administrator Can Log In As Any User” setting.
Administrators log in as users from the
Users list or from the user record.

15
9
4-2: Update Account Object Permissions
Tasks:
1. Enable enhanced profile list views.
2. Create a new profile view for Account object permissions.
3. Update “Delete” permissions per the table on the next slide.
4. Log in as Allison Wheeler and Courtney Brown to test the permissions.
10 min
Goal:
John Wiseman, CEO, wants to ensure users have access to the
objects they need to do their job, but wants to restrict the ability to
delete records to just Executive Users and the Support team.
JOIN ME

16
0
4-2: Update Account Object Permissions (Cont.)
Profile Name Account:
Read
Account:
Create
Account:
Edit
Account:
Delete
Accounts Receivable User ✔ ✔
Consulting User ✔ ✔ ✔
Executive User ✔ ✔ ✔ ✔
General Marketing User ✔ ✔ ✔
No Access Profile
Recruiting User
Sales User ✔ ✔ ✔
Support User ✔ ✔ ✔ ✔
VAR User ✔ ✔ ✔

16
1
4-3: Allow Delete Accounts Using Permission Set
Tasks:
1. Create a “Delete Accounts” permission set and assign it
to Courtney Brown.
2. Log in as Courtney Brown to test the permission set.
10 min
Goal:
Courtney Brown from Sales Operations is helping to clean up records,
and will need temporary permission to delete Accounts.
YOUR TURN

162

16
3
Agenda Item 2: Setting Up Record Access
You have now determined the appropriate level of access to objects users
need. The meeting moves on to data access review, and you discuss what
individual records users should be able to view and edit in each object they
have access to on their profile.
Allison Wheeler
VP Global Sales
Conner McCoy
VP Marketing
Noah Larkin
VP Services
John Wiseman
CEO
Brent Bassi
VP Finance
Ling Wu
VP Human Res.

16
4
Agenda Item 2: Setting Up Record Access (Cont.)

16
5
The Big Picture: Setting Access to Records
Object (Profile CRED)
Record
Field

16
6
Record Access
Record access determines which individual records users can view and edit in
each object they have access to on their profile.
Profile object permissions.
Record access determines
individual records.

16
7
Default Access Is Based on Record Ownership
Whichever data access
model you choose,
record owners have
special privileges with
their own records.
Given the appropriate
profile permissions, the
user owning a record
can:
• View and edit the record.
• Transfer the record to a different owner.
• Delete the record.

16
8
Access to Associated Accounts
Owners of records
associated to an
account additionally
have at least view
access to the
associated account,
even when it is owned
by another user. Case
owners can also view
contacts related to
their cases.
Opportunity 1
Owner: Phil Smith
Opportunity 2
Owner: Matt Wilson
Case 1
Owner: Roberta Spada
Case 2
Owner: Tim Howe
Account: ABC Labs
Owner: Phil Smith
Contact 1
Owner: Phil Smith
Contact 2
Owner: Matt Wilson

16
9
Determining Your Data Access Model
A data access model is a high-level description of your data access
requirements, and is a useful starting point when determining the kinds of
records different groups of users need access to. There are three types:
There are no restrictions
on record access. Users
can view and edit any
record that their profile
permissions allow. This
is the default model
in Salesforce.
Users can only access
records that they own,
and cannot see records
owned by other users in
reports and search
results.
This is a combination of
public and private access.
Users can access records
that they own, and only the
records of other users that
are necessary for their job
function.
Priva
te
Publi
c
Hybr
id

17
0
Why Would You Use a Private or Hybrid Model?
Use a private or hybrid model for:
Security: Users see only records they should see. For
example, when you have confidential or sensitive data.
Visibility: Users see only the records they need to see. For
example, list views, searches, and reports show only
relevant records.

17
1
Setting the Baseline with Organization-Wide Defaults
Use organization-wide defaults to set the default level of access users have to
records they do not own, in each object.
Public Model Hybrid Model Private Model
CLICK PATH: Setup | Settings | Security | Sharing Settings

17
2
Organization-Wide Defaults: Access Levels
The access levels determine what a user can do with records they do not own:
Search for/report
on owned records
only.
• Search for/
report on any
records.
• Add related
records.
Edit details
of record.
Change
ownership
of record.
Private
Public
Read Only
Public
Read/Write
Public
Read/Write/
Transfer
(Leads and
Cases)

MINE HOW TO
SET OWD FOR
AN OBJECT
173
Who is the most restricted
user of this object?
Is there ever going to be a
record that this user
shouldn’t be allowed to
see?
Is there ever going to
be a record of this
object that this user
shouldn’t be allowed
to edit?
OWD = PRIVATE
OWD = PUBLIC
READ-ONLY
OWD= PUBLIC
READ/WRITE
1
2
3
Y
E
S
N
O
Y
E
S
N
O
Ask these
questions
to help
determine
access
levels.
Determining How to Set OWD for an Object

17
4
4-4: Setting Organization-Wide Defaults
Tasks:
1. Set Lead, Account, Contact, and Campaign default internal access
to Public Read Only.
2. Set Opportunity and Case default internal access to Private.
3. Set Applicant, Interviewer, and Position default internal access to
Private.
10 min
Goals:
As a result of AW Computing’s data access requirements, you have decided
to use a hybrid data access model. You need to edit the organization-wide
defaults to determine the appropriate record access.
JOIN ME

175

17
6
Agenda Item 3: Creating a Role Hierarchy
You have established a baseline level of access, so that users have the correct
level of access to the records they need. However, the discussion now
concerns how this will impact the directors and VPs, who will no longer have all
the access they need.
Allison Wheeler
VP Global Sales
Conner McCoy
VP Marketing
Noah Larkin
VP Services
John Wiseman
CEO
Brent Bassi
VP Finance
Ling Wu
VP Human Res.

17
7
Agenda Item 3: Creating a Role Hierarchy

17
8
Role Hierarchy: Who Needs Visibility?
CEO
Executive
Assistant
VP of
Finance
Director
Finance
Accounting
VP of
Human
Resources
Director
Human
Resource
Recruiters
VP of
Services
Director
Customer
Support
Support
Reps
VP of
Marketing
Director
Marketing
Marketers
VP of
Global
Sales
Director
US
Sales
US
Sales
Reps
Director
Sales
Operations
Director
EMEA
Sales
EMEA
Sales
Reps
Sales Ops
Director
APAC
Sales
APAC
Sales
Reps
Sales
Engineers

17
9
What is a Role Hierarchy?
In a private or hybrid model, the role hierarchy lets you open up record access
to managers, team leaders, and operations people, who may have been denied
access by the organization-wide defaults.
Users in higher roles
inherit the special
ownership privileges on all
records owned by users in
roles below them.
CEO
VP Global
Sales/Sales
Ops
US
Sales
Director
US
Sales
Rep
EMEA
Sales
Director
EMEA
Sales
Rep
APAC
Sales
Director
APAC
Sales
Rep

18
0
Defining Access to Associated Records through Roles
When you create roles, you can
define the level of access account
owners in each role will have to
records associated to their accounts
but owned by other users. For
example, you may want account
owners to have only View access to
associated cases.

18
1
Test Your Knowledge: Question 1
CEO
VP Global
Sales/Sales Ops
US
Sales
Director
US
Sales
Rep
EMEA
Sales
Director
EMEA
Sales
Rep
APAC
Sales
Director
APAC
Sales
Rep
Scenario:
• Organization-wide
Defaults = Private
• Standard Object
Permissions Enabled
Question 1:
Can the U.S. Sales
Director view data
owned by the EMEA
Sales Director?

18
2
Scenario:
Defaults = Private
• Standard Object
Permissions Enabled
Question 2:
Can the EMEA Sales
Director edit and delete
one of the accounts
owned by an EMEA
Sales Rep?
CEO
VP Global
Sales/Sales Ops
US
Sales
Director
US
Sales
Rep
EMEA
Sales
Director
EMEA
Sales
Rep
APAC
Sales
Director
APAC
Sales
Rep

18
3
Scenario:
Defaults = Private
• Standard Object
Permissions Enabled
Question 3:
Can the CEO view and
edit data owned by an
APAC Sales Rep?
CEO
VP Global
Sales/Sales Ops
US
Sales
Director
US
Sales
Rep
EMEA
Sales
Director
EMEA
Sales
Rep
APAC
Sales
Director
APAC
Sales
Rep

18
4
4-5: Create a Role Hierarchy
Tasks:
1. Build out the role hierarchy to include the unshaded roles in the
diagram on the next slide.
2. Rename the VP of Global Sales role to include Sales Operations.
Goals:
Following a review of data access, it has been decided that:
• For reporting and monitoring purposes, the VP of Global Sales and Sales Operations
require View and Edit access to all records in the Sales organization.
• Sales Directors require access to their teams’ records.
• Sales Reps should have View access only on cases they do not own associated
to their accounts.
10 min
JOIN ME

18
5
4-5: Create a Role Hierarchy (Cont.)
CEO
VP Global
Sales/Sales Ops
US
Sales
Director
US
Sales
Rep
EMEA
Sales
Director
EMEA
Sales
Rep
APAC
Sales
Director
APAC
Sales
Rep

18
6
4-6: Assign Users to Roles
Tasks:
1. Assign users to their roles per the table below.
2. Delete the Sales Operations and Sales Operations Director roles.
3. For reporting purposes, assign yourself (Admin User) to the CEO role.
10 min
Role User
APAC Sales Director An Lin
APAC Sales Rep Fumiko Suzuki, Jin Chang
VP of Global Sales/Sales Ops Yuko Ishikawa, Courtney Brown, Tony Jenkins, Alan Wong
Goals:
Now that the sales roles have been created, the users can be
assigned to their roles. Once the Sales Operations users have
been reassigned, the Sales Operations roles can be deleted.
JOIN ME

18
7
4-7: Create a Role Hierarchy
Tasks:
1. Build out the role hierarchy to include the
unshaded roles in the diagram to the right.
2. Assign users to their roles per the table:
10 min
Role User
VP of Services Noah Larkin
Customer Support Director Roberta Spada
Customer Support Rep Tim Howe, Robin Kramer, Cara Ng
Sales Engineer Amy Daniels, Kevin Bailey
CEO
VP of Global
Sales/
Sales Ops
Sales
Engineer
VP of
Services
Customer
Support
Director
Customer
Support
Rep
Goal:
The VP of Services and the Customer Support team
require access to all the records their teams are
working on.
YOUR TURN

188

18
9
Agenda Item 4: Data Access Exceptions
Managers and operations people will now have the required level of access to
records that they do not own. However, there are some exceptions to the model
that you need to deal with.
Allison Wheeler
VP Global Sales
Conner McCoy
VP Marketing
Noah Larkin
VP Services
John Wiseman
CEO
Brent Bassi
VP Finance
Ling Wu
VP Human Res.

19
0

19
1
Exceptions to Your Data Access Model
In a private or hybrid model, the role hierarchy may not be
flexible enough to give all users the record access they need.
You can use a combination of different sharing functions to
create exceptions to your model.
• Sharing rules
• Teams
• Manual sharing

19
2
Sharing Rules
Create sharing rules to grant additional record access to groups of
users on an object-by-object basis. Sharing rules are:
• Exceptions to organization-wide defaults.
• Irrelevant for public data access models.
• Read Only
• Read/Write
What level of access?
• Public groups
• Roles
• Roles and
subordinates
With which users?
• Owned by certain
users
• Meeting certain criteria
Share which records?
CLICK PATH: Setup | Settings | Security | Sharing Settings

19
3
Criteria-Based Sharing Rules
Use criteria-based sharing rules to determine what records you share based on
field values rather than ownership. For example, share all accounts in a certain
region, or opportunities involving a particular product.
You can use criteria-based sharing rules with:
• Accounts, opportunities, cases, contacts, leads, campaigns, and custom
objects.
• Most field types.
ALERT:
Text and Text Area fields are case sensitive in sharing rules.

19
4
Using Public Groups with Sharing Rules
A public group is an administrator-defined grouping of users that you can use to
simplify the creation of sharing rules involving many users.
A public group can comprise any combination of:
Individual users Roles
Roles and
subordinates
Other public groups
Public
Groups
US Sales Rep
EMEA Sales Rep
APAC Sales Rep
VP Marketing
Director
Marketing
Marketers

19
5
Manager Groups
Users can share records through:
• Manual sharing.
• Sharing rules.
Administrators must enable
Manager Groups option in orgs.
DEFINITION:
Manager Groups allow users to share records up or down their management chain.
NOTE:
Search for: Sharing Records with Manager Groups

19
6
4-8: Create Opportunity Sharing Rules
Tasks:
1. Create a sharing rule to give the Marketing Director Read
access to all opportunities.
2. Create a public group for all sales reps.
3. Create a sharing rule to give sales reps Read access to
each other’s opportunities.
4. Create a sharing rule to give Accounts Receivable users
Read/Write access to all Won opportunities.
10 min
Goals:
At present, opportunities are only visible to their owners and
users above them in the role hierarchy. Create sharing rules for
other users who also require access to opportunities.
WATCH ME

19
7
4-9: Create Sharing Rules for Recruiting
Tasks:
1. Create a sharing rule to give recruiting users Read access to each other’s
Applicant records.
2. Create a sharing rule to give recruiting users Read access to each other’s
Interviewer records.
1. Create a sharing rule to give recruiting users Read/Write access to each
10 min
Goals:
For confidentiality reasons, Applicant, Interviewer, and Position records have
been made Private. However, members of the recruitment team need to
collaborate on each other’s records, and VPs need Read access to all open
Positions.
YOUR TURN

19
8
More Data Access Exceptions

19
9
Account Teams
Enable account teams to allow users to grant additional access to their accounts and
related records. Account owners, their managers in the role hierarchy, and
administrators can:
Amy Daniels,
Sales Engineer
Tim Howe,
Support Rep
Phil Smith
Account
Owner
• Manually add and remove team
members and assign team roles.
• Grant Read-Only or Read/Write
access for each team member to the
account and its related contacts,
opportunities, and cases.
• Create a personal default team,
which can be added automatically.

200
Customize Account Teams
Team selling involves complex account relationships. Now you can manage
those relationships better in Salesforce.
• Add custom fields, buttons, and links to
account team layouts.
• Use validation rules, Apex triggers,
Process Builder, and workflow rules to
help keep data clean and minimize
manual data entry.
• Report on account teams using the
UserId field on Account Team Member in
a custom report type.

20
1
Opportunity Teams
Enable opportunity teams to allow
users to grant additional access to
their opportunities. Opportunity
owners, their managers in the role
hierarchy, and administrators can:
• Manually add and remove team
members on an opportunity’s sales
team and assign team roles.
• Grant Read-Only or Read/Write
access to the opportunity for
each member.
• Create a personal default sales
team, which can be added
automatically.
Kevin Bailey,
Sales Engineer
Phil Smith,
Opportunity
Owner

20
2
Setting Up Account Teams and Opportunity Teams
Enable Teams
• Enable
• Select page
layout(s) for
team related list
Update Team
Roles
• Add
• Remove
• Rename
• Reorder
Create Default
Teams
• Admin- or user-
created
• Can auto-add to
new records
• Can update
existing records
ALERT:
The same team role list is used in both account and opportunity teams.
CLICK PATH:
Setup | Feature Settings | Sales | Account Teams
Setup | Feature Settings | Sales | Opportunity Team Settings
Account teams and opportunity teams must be enabled before you can use
them. The set-up process is similar for both.

20
3
4-10: Set Up Account Teams
Tasks:
1. Enable account teams.
2. Add new team roles:
▪ Pre-Sales Engineer
▪ Dedicated Support Rep
5 min
Goals:
Sales reps, sales engineers, customer support reps, and consulting reps
collaborate on customer accounts, and require access to the
opportunities and cases related to accounts that they are working on.
JOIN ME

20
4
Manual Sharing
Manual sharing allows users to grant
one-off access to their individual
records for users, roles, and public
groups. Manual sharing is available:
• To the record owners, their managers
in the role hierarchy,
and administrators.
• For objects set as Public Read Only
or Private in organization-wide
defaults.
• Must switch to Salesforce Classic in
order to manually share records.
NOTE:
You can install the Lightning Sharing component from the App Exchange, to enable manual sharing in Lightning:
https://appexchange.salesforce.com/listingDetail?listingId=a0N3A00000EFp0ZUAT

205
Organization-Wide Defaults vs. Role Hierarchy vs.
Sharing
OWD
Role
Hierarchy
Sharing
Rules
Teams
and
Manual
Sharing
Owner, anybody above the owner
Administrator
Set Base Level of
access:
Restrict Access
Public Read/Write
Public Read Only
Private
Open Up
Access
(vertical access)
Open Up
Access
(lateral access)
If OWDs restrict objects to Private or Public Read-Only:
Open Up Access
(flexible)
Who can set
OWD, Role
Hierarchy and
Sharing?

206

20
7
Now that there are several
groups of users with access to
opportunities, Brent Bassi is
concerned that sensitive
financial information will be
visible to unauthorized users.
Allison Wheeler
VP Global Sales
Conner McCoy
VP Marketing
Noah Larkin
VP Services
John Wiseman
CEO
Brent Bassi
VP Finance
Ling Wu
VP Human Res.
• Purchase order and credit card
information should be visible and
editable for Accounts Receivable
and Sales users only.
• Sales order information should be
visible to Accounts Receivable and
Sales users only, but only editable
by Accounts Receivable users.

20
8
The Big Picture: Setting Access to Fields
Record (Role Hierarchy, Sharing)
Field

20
9
What is Field-Level Security?
Field-level security lets you restrict what fields users can view and edit based on
their profile and assigned permission sets. You can ensure that users can only
access fields they need for their particular job function:
• On record detail and edit pages.
• In related lists.
• In search results and reports.
• In list views.
• In APIs.
NOTE:
Remember: The most restrictive security settings always apply. For example, users with Edit access
to a field will not be able to edit it if they don’t also have Edit access to the object.

21
0
Viewing and Setting Field-Level Security
Access your field-level security settings through the field or the profile.
To view access for all fields and profiles, use the field accessibility feature.
Set a field’s security
for multiple profiles.
Set a profile’s access to
multiple fields.
CLICK PATH: Setup | Settings | Security | Field Accessibility

21
1
4-11: Set Opportunity Field-Level Security
Tasks:
1. Set field-level security on the following fields to be visible and
editable for Sales and Accounts Receivable Users:
• Purchase Order No.
• Credit Card No.
• CC Exp. Month
• CC Exp. Year
1. Set field-level security on the Sales Order No. field to be Editable
10 min
Goals:
Brent Bassi, VP of Finance, wants to ensure that financial
information on opportunities is only accessible to authorized
users.
JOIN ME

21
2
The Big Picture: Setting Access at All Levels
Field (FLS)

213
Data Privacy
• Comprehensive laws have been
enacted in the European Union,
United States, and other regions.
• Laws of a region usually apply to any
organization that offers goods or
services or tracks behavior of people
in the region, whether or not that
organization has a physical presence
in the region.
DEFINITION: Data privacy (or Information privacy) is a part of data security concerned with the
proper handling of data including consent, notice, and regulatory obligations for collection and
dissemination of data.

21
4
Data Privacy & Protection Resources
SALESFORCE DATA PRIVACY OVERVIEW:
https://www.salesforce.com/privacy
SALESFORCE PRIVACY INFO BY REGION:
https://www.salesforce.com/privacy/regions
TRAIL ON PRIVACY AND DATA PROTECTION LAW (EU & US):
https://trailhead.salesforce.com/en/content/learn/trails/learn-privacy-and-data-protection-
law
CONSENT MANAGEMENT FOR THE SALESFORCE PLATFORM:
https://help.salesforce.com/articleView?id=consent_management_platform.htm&type=5
STORE CUSTOMER DATA PRIVACY PREFERENCES:
https://help.salesforce.com/articleView?id=individuals_store_data_privacy.htm&type=5

21
5
Knowledge Check
1. What does Salesforce authenticate before allowing a user to log in through the user
interface?
2. What feature sets the default level
of access users have to records they do not own, in each object?
3. At AW Computing, the organization-wide default for cases is set to Private. The
management team wants several product specialists to assist with all cases that have been
escalated. Only these product specialists need the ability to view and update all escalated
cases. How can an administrator meet this requirement?
1. What does field-level security control?
2. In AW Computing, product managers do not have access to opportunities. How can a
system administrator grant them access to opportunities if the product managers are
assisting with a specific deal?
3. How can the system administrator give the executive assistant the ability to view, edit, and
transfer ownership of all records, but not allow her to delete
the records?

Lesson 5: Object Customization

Lesson 5: Object Customizations
• List the characteristics of standard fields.
• Create new custom fields to meet business requirements.
• Facilitate accurate data entry with formulas, picklists,
and lookups.
• Ensure users have access to the right fields with page layouts.
• Manage multiple business scenarios with record types and
business processes.
• Maintain data quality with history tracking and data validation.
218

• Administering Standard Fields
• Creating New Custom Fields
• Creating Selection Fields:
Picklists and Lookups
• Creating Formula Fields
• Working with Page Layouts
• Working with Record Types and
Business Processes
• Maintaining Data Quality
219
Our Salesforce environment has now
been configured, and our users have
been set up, assigned profiles, and
given access to the records and fields
they need to do their jobs.
Now we will look at customizing
Salesforce to ensure users have the
necessary fields to capture the
business information they need.

22
0
Administering Standard Fields
Yuko Ishikawa
5h ago
My Sales Operations team uses the account Rating field for sales prospecting, but
they are concerned that account owners are not capturing this information correctly
because they don’t understand what it’s for. So, I have the following questions:
- Can we change the name of the field to Prospect Rating?
- Can we provide guidance on how to use it?
- Can we add another value: Not Known?
- Can we restrict editing to just sales reps and sales ops?
Allison Wheeler
Thanks for thinking proactively, Yuko.
Like · 31m ago

22
1
What are Standard Fields?
All objects have a predefined set
of fields to capture common
business information. You
cannot delete them, but you can
use field-level security to hide
them, or remove them from page
layouts if they
are not required.
Although they are predefined,
you can customize several
aspects of standard fields:
▪ Change the
field label
▪ Add or edit
lookup filters
▪ Add help
text
▪ Set field history
tracking
▪ Add or edit values
in picklists
▪ Change the
format of auto-
number fields
CLICK PATH: Setup | Object Manager | Name of Object | Fields & Relationships

22
2
Changing Standard Field Labels
Change standard field labels to:
• Tailor Salesforce to your organization’s specific business requirements.
• Make the purpose of a field clearer to users.
CLICK PATH: Setup | User Interface | Rename Tabs and Labels

22
3
Adding Help Text to a Standard Field
Field-level help allows you to provide information about the
purpose and function of a field for your users. The text will be
available on any detail or edit page where the field appears. Users see help
text when they
mouse over an
information icon.
CLICK PATH: Setup | Object Manager | Name of Object | Fields |
Name of Field | Edit

22
5
Data Classification Fields
Record data sensitivity and compliance categorization at the field level.
Data classification can be used to guide decisions around access,
reporting, and data compliance.

22
6
5-1: Administer Standard Fields
Tasks:
1. Change the label of the account Rating field to
Prospect Rating.
2. Add help text to the field.
3. Add a new value, Not Known, to the field.
4. Modify the field-level security to make the field editable to sales
users only.
5. View an account record to see the changes made to the field.
10 min
Goal:
Sales Operations would like to modify the standard account
Rating field to help sales users understand how they should be
using the field, and to promote data quality.
JOIN ME

227

22
8
Creating Custom Fields
Noah Larkin
7h ago
My Support teams need to be able to track which customers have a support plan and
when it expires. Could we create some new fields on the account object so that
account owners can capture this information when customers sign up for a support
plan?
Cara Ng, and Seema Kumar like this.
Robin Kramer
Digging through support entitlements seems to take a lot of time when you
have a frustrated customer on the phone. Thanks, Noah!
Like · 45m ago

22
9
What are Custom Fields?
Custom fields are new fields
that you create on any standard
or custom object to capture
additional information required
for your business.
Because custom fields are
not built in, you can:
• Customize them further at
a later time.
• Delete them.
NOTE:
Search for: Creating custom fields

23
0
Data Loss When Editing and Deleting Custom Fields
NOTE:You must switch to Salesforce Classic in order to access the list of deleted fields for an object
(Setup | Customize | Name of Object | Fields).
▪ Data loss considerations when changing field
type:
• Field’s data being lost (in most situations).
• List views based on the field will be
deleted.
• Assignment and escalation rules may be
affected.
• You should only modify fields with no data,
or consider using new fields.
▪ Deleting a field will also result in data loss.
Deleted fields and their data are stored for a
maximum of 15 days, during which you can
undelete or permanently erase them.

23
1
Creating a New Custom Field in Four Easy Steps
Create custom fields using the four-step new custom field wizard. The
information you need to provide at each step will differ depending on the type of
field you are creating. Formula, roll-up summary, and lookup fields have
additional steps.
Add to Page
Layouts
▪ On which page
layout(s) will
field appear?
Select Data Type
▪ Currency
▪ Date
▪ Checkbox
▪ Picklist
▪ Text, etc.
Enter Details
▪ Label
▪ Length
▪ Picklist values
▪ Description
▪ Help text
Set Field-Level
Security
▪ Visibility by
profile
▪ Editability by
profile
CLICK PATH: Setup | Object Manager | Name of Object | Fields & Relationships | New

23
2
Field References
View the references to a custom field before you edit it, such
as references in a formula, layout, processes, and more.

23
3
5-2: Create Custom Fields
Tasks:
1. Create a custom checkbox field called Has Support Plan,
editable by Sales and Support users only.
2. Create a custom date field called Support Plan
Expiration Date, editable by Sales and Support
users only.
3. Edit an account record to test the new fields.
10 min
Goal:
Noah Larkin, VP of Services, would like to be able to track which
customers have a support plan and the expiration date of the
support plan.
JOIN ME

Business Processes
234

23
5
Working with Picklists
Yuko Ishikawa
5h ago
My Sales Operations team categorizes
customer accounts by region (US, EMEA,
LATAM, APAC, Canada), and then by zone
within each region. Could we have new fields to
capture this information on each account?
APAC:
East Asia, Oceania, Southeast Asia
EMEA:
Africa, Europe, Middle East, UK + Ireland
LATAM:
Caribbean, Central America, South America
US:
Midwest US, Northeast US
John Wiseman likes this.
Allison Wheeler
For reporting purposes, it would be useful
to know the reasons why opportunities have
been won or lost. Could we create a new
opportunity field to allow sales reps to record
this? Possible reasons would be:
Lost : Competitor
Lost : Price
Lost : Product Features
Lost : Project Abandoned
Like · 31m ago

23
6
What are Picklists?
Picklists are fields that allow users to select
either single or multiple values from a
predefined list during data entry. You can
use them to:
• Speed up data entry.
• Maintain data quality by allowing
only permissible values.
• Facilitate searching, reporting,
and filtering.
Picklist
Picklist (Multi-Select)

23
7
Global Picklist Value Sets
• Global Picklist Value Sets
allow you to share picklist
values across objects and
custom picklist fields.
• Picklist values are restricted
on the objects. They can only
be edited from the global
setting.
CLICK PATH: Setup | Objects and Fields | Picklist Value Sets | New

23
8
Dependent Picklists
You can link two picklists together to create a
controlling-dependent relationship. Users select a
value in a controlling picklist, which filters the values
available in a second, dependent picklist.
Dependent Picklist
Controlling Picklist

23
9
Dependent Picklists: Things to Know
• Dependent picklists give you the ability to create
multi-level dependencies.
• Supported field types are as follows:
Field Type Controlling Dependent
Standard Picklist Yes No
Custom Picklist Yes Yes
Custom Multi-Select Picklist No Yes
Standard Checkbox Yes No
Custom Checkbox Yes No
NOTE: Search for: Dependent Picklist Considerations

24
0
5-3: Create Picklists
Tasks:
1. Copy the required Region and Zone values from Yuko Ishikawa’s
Chatter post.
2. Create a global picklist value set called Region.
3. Create a picklist field called Region on the lead and account objects using the global
values.
1. Create a picklist field called Zone on the account object.
2. Create a dependency between these two picklists so that when a region is selected,
10 min
Goal:
Sales Operations divide AW Computing’s sales territory into
regions and zones. They would like to be able to identify each
account record by its region and zone.
JOIN ME

24
1
5-4: Create a Close Reason Picklist
Tasks:
1. Copy the required Close Reason values from Allison Wheeler’s Chatter
post.
2. Create a multi-select picklist field called Close Reason, editable by
Sales users only.
3. Create a dependency between the Stage field and the new Close
Reason field. (Note: Not all stage values will have a dependent Close
Reason.)
4. Edit the ABC – 10 Laptops opportunity to test the new field.
10 min
Goal:
Allison Wheeler, VP of Global Sales, would like to track the
reasons why opportunities are being won or lost. She wants to
ensure that users can only select the appropriate reasons, and
only when the opportunity is at Closed Won or Closed Lost.
YOUR TURN

24
2
Working with Lookups
Noah Larkin
7h ago
I have a couple of requests:
1. Support reps that are away from the office designate a backup support rep to handle
cases for them. We’d like to be able to capture the name of the backup rep on cases.
2. New cases should always be associated to an account record and a contact record. However,
support reps sometimes mistakenly select a contact from an unrelated account.
Is there any way of preventing this?
Ling Wu like this.
Conner McCoy
Perhaps unrelated, but we’ve started an employee referral scheme, whereby
employees can refer leads to marketing. Marketing would like to be able to
capture this employee information on the lead record.
Like · 1h ago

24
3
What are Lookups?
Lookups are fields that allow users to select a record from another object,
including the User object, during data entry. This way, they can link two records
together to create a parent-child relationship.
The user clicks inside the
search box to select
from a list of records on
the target object.

24
4
Lookup Filters
Use a lookup filter to limit the
records available in
the lookup.
A Lookup Filter
can reference:
• Other fields on the same
record (source).
• Fields on the records
of the lookup object (target).
• Fields on the user's record,
profile, and role.
• Fields on records directly
related to the target object.

24
5
Dependent Lookups
Use a lookup filter that references another field on the same object to create a dependent
lookup. For example, add a lookup filter to the case Contact field (dependent) so that it only
displays contacts related to the account selected in the case Account Name field (controlling):
When users change the value in the controlling field, they will see an error message if the
dependent lookup value no longer meets the filter criteria.

24
6
5-5: Create and Filter Lookups
Tasks:
1. Create a new Backup Agent field that looks up to the User object, editable by
Support users only.
2. Add a filter to the lookup to ensure that only users assigned to the Support
User profile can be selected.
1. Add a filter to the case Contact Name field so that users can only select
15 min
Goals:
Noah Larkin, VP of Services, would like reps to be able to capture the name of
the backup rep on their cases when they are away from the office. He also
wants to ensure that new cases can only be associated to contacts from the
same account.
JOIN ME

24
7
5-6: Create Lookups
Tasks:
1. Create a new Employee Referral field that looks up to the
User object.
2. Add a filter to the lookup to ensure that all users, except for
those with the VAR User profile, can be selected.
3. Test the lookup on Jon Airaudi’s lead record by entering a VAR
User, Maria Bolzani, in the Employee Referral field.
10 min
Goal:
Conner McCoy, VP of Marketing, has initiated an employee referral scheme,
whereby employees can refer leads to marketing. He would like to be able to
capture this employee information on the lead record.
YOUR TURN

Business Processes
248

24
9
Creating Custom Formula Fields
Allison Wheeler
2h ago
I have some requests for additional information on opportunities:
1. Sales reps receive 10 percent commission on their won opportunities. Could we display
this for sales and executive users?
2. I’d like the region and zone of the account displayed on the opportunity for all to see.
3. When a discount has been applied to an opportunity, could we display what the discounted
amount will be? This would really enhance pipeline accuracy.
@Yuko Ishikawa
Brent Bassi likes this.
Yuko Ishikawa
The region and zone information is especially important for international sales
teams. Thanks for thinking of us!
Like · 31m ago

25
0
What are Custom Formula Fields?
Custom formula fields allow you to
define calculations that reference other
fields to display new numeric, text,
date, or checkbox values specific to
your business requirements. Formula
fields:
• Are Read Only
• Can reference fields on the same object, or
a parent or lookup object.
• Cannot reference encrypted, description, or
custom long text area fields.
• Are not searchable, or available for lead
conversion or the weekly export service.
NOTE: Search for: Tips on Building Formulas

25
1
Defining a Formula
You can define a formula through an additional step in the custom field wizard.
Use the Simple Formula tab
for basic calculations
involving numerical fields
from the same object.
Use the Advanced Formula tab
for more complex calculations
involving functions, non-
numerical fields, or fields from
parent objects.

25
2
Cross-Object Formulas
A cross-object formula references fields
from parent objects. Use the Insert Field
browser on the Advanced Formula tab to
access fields from up to 10 parent levels.
NOTE: Use cross-object formulas to avoid duplicating data.

25
3
5-7: Create Custom Formula Fields
Tasks:
1. Create a custom formula field on the Opportunity object that
calculates 10 percent commission.
2. Modify the formula so that the commission is only calculated when an
opportunity is Closed Won.
3. Create a custom formula field on the Opportunity object that displays
the region and zone information from the account record.
15 min
Goals:
Allison Wheeler, VP of Global Sales, would like to display commission on won
opportunities. She would also like Sales Operations to be able to view the
account region and zone information at the opportunity level.
JOIN ME

25
4
5-8: Create a Custom Formula Field
Tasks:
1. Create a formula field called Amount After Discount to
calculate the amount after the discount has been applied. A
custom percent field called Discount Percentage has
already been created.
2. Test the new field on an opportunity.
10 min
Goal:
Sales reps at AW Computing sometimes apply discounts on opportunities.
Allison Wheeler, VP of Global Sales, would like to see the discounted amount
on each opportunity to enhance pipeline accuracy.
JOIN ME

Business Processes
255

25
6
Page Layouts
Allison Wheeler
2h ago
I’m concerned that the new account fields appear together in the top section of
account record detail pages. Can we organize them into different sections to make it
easier to find the right information? Also, is it possible for sales reps to send emails
directly from the Account record.
Ling Wu likes this.
Noah Larkin
Our Consulting team uses accounts to record details of consulting partners.
However, some of the fields are not applicable to partner accounts.
Like · 25m ago

25
7
What is a Page Layout?
A page layout controls the fields, sections,
related lists, and buttons that appear when users
view or edit a record. You can modify an object’s
default page layout or create a new one.
Fields: Add, remove, and move;
make Read Only or required.
Sections: Create and move.
Related Lists: Add, remove, and move,
change columns, sort records.

258
Enhanced Related Lists
Take your related lists to
the next level. With
Enhanced Related Lists,
you can show up to 10
columns, resize and sort
your columns, perform
mass actions and wrap
text.

25
9
Record Pages & Page Layouts
Two ways to edit a record page layout in Lightning, depending on what you want to update.
App Builder or via “Edit Page” – Update
page components, such as related lists,
paths and Chatter.
Object Manager – Update page elements
like fields, related lists, quick actions, and
buttons.

26
0
The Page Layout Editor
Drag items from or to here to
add or remove.
Double-click items or click
to edit properties.
Hover over items, then click to drag
when you see
CLICK PATH: Setup | Object Manager | Name of Object | Page Layouts

26
1
Page Layout: Quick Actions
Drag items from here to add them
to the Mobile and Lightning
Experience Actions section
Email, Log a Call, and
New Task added
CLICK PATH:
Setup | Object Manager | Name of Object | Page Layouts
Quick Actions appear
in Activity tab of record
page

26
2
Assigning a Page Layout to a Profile
To ensure that users see the
correct page layouts, assign
page layouts to user profiles.
Sales User Consulting User

26
3
5-9: Create a Customer Account Page Layout
Tasks:
1. Modify the default account page layout to display sales region and support plan information in
separate sections.
2. Make the Rating field required.
3. Add the Mobile and Do Not Call columns to the Contacts related list.
4. Move the Opportunities related list to the top.
5. Save it as Customer Account Layout.
6. Assign the layout to profiles and test it.
10 min
Goal:
Allison Wheeler, VP of Global Sales, would like a new page
layout for customer accounts to better organize the display of
fields and related lists.
JOIN ME

26
4
5-10: Create a Partner Account Page Layout
Tasks:
1. Create a new account layout called Partner Account Layout by cloning the
default account layout.
2. Remove the Rating, Region, Zone, Has Support Plan, Support Plan Expiration
Date, and Support Level fields.
1. Remove the Opportunities
related list.
10 min
Goal:
Noah Larkin, VP of Services, would like a new page layout for
consulting users for when they are working with partner accounts.
He would like all sales-related information removed.
YOUR TURN

Business Processes
265

266
Page Layouts and Record Types
Noah Larkin
7h ago
Our Consulting Team is very happy with the new partner account layout, but they
have a couple of issues:
-When viewing customer accounts, they still see the partner account layout.
-The Consulting Team uses partners for consulting or training. When creating new
partner accounts, users have to scroll through a long list of values in the Industry field,
just to select either Consulting or Education.
Allison Wheeler
As well as selling directly to businesses, sales users sometimes sell to
individual consumers. Would it be possible to have two different types of
opportunity records to reflect these different types of sales? Could we also
offer guidance to the sales reps for each stage in the selling process?
Like · 45m ago

267
What is a Record Type?
Record types allow you to offer users different page layouts and picklist values
for different business scenarios, based on their profiles. Each object has a
default master record type, but you can create new ones.
Partner Record Type
Customer Record Type
Sales User
Consulting User

268
Creating a Record Type
You can create a new record type in a few simple steps. Start by creating the
page layouts that users will see when working with a particular record type, and
check that picklists have all the required values.
Edit Picklists
▪ Select picklist
values
Preparation
▪ Create page
layout(s)
▪ Ensure picklist
values are
complete
Create Record
Type: Step 1
▪ Name
▪ Description
▪ Enable for
profiles
Create Record
Type: Step 2
▪ Select page
layout for
each profile
CLICK PATH:
Setup | Object Manager | Name of Object | Record Types

26
9
5-11: Create a Customer Account Record Type
Tasks:
1. Create a new account record type called Customer Account.
2. Assign the record type to the Consulting User, Executive User,
Sales User, and System Administrator profiles.
3. Apply the Customer Account Layout to all profiles in the record type.
1. Edit the Industry picklist values to remove Consulting and Education
2. Edit the Type picklist values to ensure only Customer and Prospect are available.
3. Log in as Phil Smith and create a new account to test the record type.
10 min
Goal:
Consulting users still need to be able to see the appropriate page layout when
working with customer accounts. You need to create a customer account record
type for consulting users to view customer accounts, and for sales users to create
them.
JOIN ME

27
0
5-12: Create a Partner Account Record Type
Tasks:
1. Create a new account record type called Partner Account.
2. Assign the record type to the Executive User, Consulting User, and System
Administrator profiles.
3. Apply the Partner Account Layout to all profiles in the record type.
1. Edit the Industry picklist values to include only Consulting and Education.
2. Edit the Type picklist values to include only Analyst, Integrator, Partner, and
10 min
Goal:
Noah Larkin, VP of Services, would like consulting users to be able
to see the appropriate page layout and picklist values whenever they
create, view, or edit partner accounts.
YOUR TURN

271
Record Types: Frequently Asked Questions
Question Answer
What record type is used for
records created through web-
to-case or web-to-lead?
Cases use the default record type of the default case owner.
Leads use the default record type of the default lead owner.
What happens when an
administrator adds new values
to a picklist for an object with
multiple record types?
The administrator is prompted to select which record type(s)
should include the new value.
How can a user identify the
record type of a record?
Administrators can add the Record Type to field page layouts.
Do users always have to select
a record type when creating new
records?
No. Users can choose to always use an object’s default record
type as set on their profile.
CLICK PATH: View Profile | Settings | Display & Layout | Set Default Record Types

272
Record Types with Business Processes
Opportunities, cases, solutions, and leads each have a special picklist field, or
business process, that lets you track these records through their lifecycles. You can
create new versions to use in record types to reflect different business scenarios.
Sales Process Support Process Lead Process
ALERT:
You must create at least one business process before you can create a record type for
these objects.

27
3
Creating a Business Process
You must define
your required
business processes
before creating
record types for
opportunities, cases,
solutions, or leads.
You can then select
a process when you
create the record
type.
Update Master
Picklist
▪ Ensure master
has all
required
values
Create Business
Process
▪ Name
▪ Description
▪ Select values
from master
Create Record
Type
▪ Select
business
process
CLICK PATH:
Setup | Feature Settings | Category of Process | Type of Process

27
4
Creating a Path
Path guides your users
along the steps in a
process.
Display up to five key
fields to focus users on
the most critical
information. At each step
on the path, help users
succeed with step-specific
guidance, such as tips,
links, and company policy
information.
CLICK PATH:
Setup | User Interface | Path Settings

27
5
5-13: Create a B2C Business Process and Record
Type
Tasks:
1. Add Initial Contact and Quote Given to the opportunity Stage master picklist.
2. Create a new B2C sales process with the values: Initial Contact, Quote Given, Closed Won,
Closed Lost.
3. Create a new B2C record type using the B2C sales process and page layout, and assign it to
the Executive User, Sales User, and System Administrator profiles.
1. Edit the Lead Source picklist to remove the Partner, Public Relations, and
Seminar–Partner values.
15 min
Goal:
Allison Wheeler, VP of Global Sales, would like her sales teams to have access to
separate opportunity record types for business-to-consumer (B2C) and business-
to-business (B2B) sales, each with its own specific business process, page layout,
and picklist values. Separate B2C and B2B page layouts have already been
created.
JOIN ME

Goal:
Allison Wheeler, VP of Global Sales, would like her sales teams to have access to
separate opportunity record types for business-to-consumer (B2C) and business-to-
business (B2B) sales, each with its own specific business process, page layout, and
picklist values. Separate B2C and B2B page layouts have already been created.
27
6
5-14: Create a B2B Business Process and Record
Type
Tasks:
1. Create a new B2B sales process with all values except Initial Contact and Quote
Given.
2. Create a new B2B record type using the B2B sales process and page layout, and
assign it to the Executive User, Sales User, and System Administrator profiles.
1. Enable and edit the Sales Path.
2. Customize the Qualification Stage.
15 min
JOIN ME

Business Processes
277

27
8
Maintaining Data Quality
Noah Larkin
2h ago
I’m concerned that users are not entering an expiration date when they mark an
account as having a support plan.
Allison Wheeler
I have a similar issue. How can we ensure that sales reps always enter a
close reason when an opportunity is lost?
Like · 12m ago

279
Using History Tracking to Maintain Data Quality
Enable history tracking on an object to track changes on up to 20 standard or
custom fields. Changes can be viewed on a record’s History related list or through
History reports.
For each field, tracking logs:
• Date and time of change.
• User making the change.
• Old and new values (not on
multi-select picklists and large
text fields).

28
0
5-15: Enable Account Field History Tracking
Tasks:
1. Enable field history tracking on accounts, and set it to track the
Has Support Plan and Support Plan Expiration Date fields.
2. Add the Account History related list to the Customer Account
page layout.
3. For testing purposes, mark two accounts as having support
plans, but only enter an expiration date for one of them.
15 min
Goal:
Noah Larkin, VP Support, would like to know which accounts are
being marked as having support plans each week, so that he can
track which accounts do not have a support plan expiration date.
JOIN ME

281
Using Data Validation to Maintain Data Quality
Data validation allows you to ensure the integrity of data before it is saved, by
preventing users from saving invalid field values. There are two types:
• System data validation involves setting simple field properties to ensure valid
data entry:
• Field data type
• Required field
• Unique field
• Custom validation rules allow
you to enforce more complex conditions, involving one or
more fields, specific to your business processes.
NOTE: Custom validation rules are only executed if there are no errors from system validations.

282
System Data Validation: Required and Unique Fields
Certain custom fields can be marked as required and/or unique at the system
level to force users to always enter a value, or to prevent records with duplicate
values.
Required
Universally required on save
Auto-added to all
page layouts
Cannot be hidden
Editable on all profiles (FLS)
Not for checkboxes,
text area (long)
Unique
Stops duplicate values
on save
Existing duplicates
cause error
Email, number,
text fields only
Text fields can be treated
as case-sensitive
NOTE: Search For: Required fields, unique fields

283
Custom Data Validation: Validation Rules
A validation rule allows you to specify your own business-specific criteria to
prevent users saving invalid data in one or more fields.
Example: Opportunity discounts must not exceed 20 percent.
User enters invalid value(s) and
tries to save.
Validation rule uses a Boolean
statement to evaluate data.
If statement is true, save
is stopped and custom
message displayed.
CLICK PATH: Setup | Object Manager | Name of Object | Validation Rules

284
Some Common Data Validation Examples
As opportunities
advance to later stages
of the sales process, it
is important to collect
additional information.
Validation rules could
be used to make
fields conditionally
required based on the
Opportunity stage.
When sales reps
backdate the Close
Date of opportunities
before the current
period, it can cause
management reporting
to be inaccurate.
Validation rules can be
used to prevent sales
reps from entering close
dates prior to the
current period.
The VP of Finance
needs a way to ensure
that sales reps are
entering a credit card
number that is exactly
16 digits. Validation
rules can be used to
enforce this policy.
The VP of Services
needs a way to enforce
his policy that
consultants cannot
charge more than
60 hours per week on
timesheets. A
validation rule can be
used to ensure that the
total number of hours
recorded does not
exceed 60.
NOTE: Useful Validation Rules (in Tip Sheets & User Guides)

285
Validation Rule Design Methodology
Follow a consistent process to ensure you have well-designed rules.
User must enter a Support Plan Expiration Date when
Has Support Plan is selected.
1. State your business requirements in
descriptive terms.
User must not be able to save account if:
– Has Support Plan is selected.
– Support Plan Expiration Date is blank.
2. Break down the description into
one or more simple statements
describing error conditions.
Has_Support_Plan__c = True &&
ISBLANK( Support_Plan_Expiration_Date__c )
3. Express the error condition as a
Boolean statement using the formula
language.
The expiration date must be entered when an account
has a support plan.
4. Compose an error message that
corresponds to this error condition.

28
6
5-16: Create an Account Validation Rule
Tasks:
1. Create an account validation rule to force users to enter a support
plan expiration date when Has Support Plan is selected.
2. Test the new rule on an existing account record.
10 min
Goal:
Noah Larkin, VP of Services, wants to ensure that all users enter the
support plan expiration date whenever the Has Support Plan
checkbox is selected on an account.
JOIN ME

28
7
5-17: Create an Opportunity Validation Rule
Tasks:
1. Create an opportunity validation rule to force users to enter a
close reason when the opportunity Stage is Closed Lost. Use
the steps on the next slide to help you design your rule.
2. Test the new rule on an existing opportunity record.
10 min
Goal:
Allison Wheeler, VP of Global Sales, would like to ensure that sales
reps enter a close reason whenever an opportunity is lost.
YOUR TURN

WORK IT OUT
Scenario: Noah Larkin wants to ensure that when a customer has a support plan,
users are required to select the support type (Gold, Silver, or Bronze).
288
5-18: Customize a Solution
Goal: Design a solution to satisfy Noah’s request.
Task: Work with a partner or a small group to design a solution that forces
users to specify a support type if the account has a support plan. Be prepared
to share your solution with the class.
15 min
NOTE:
For “Work it Out” exercises, only requirements are provided instead of step-by-step instructions.

289
5-18: Customize a Solution (cont.)
Use these steps to design your validation rule:
1. State your business requirements
in descriptive terms.
2. Break down the description into
one or more simple statements
describing error conditions.
3. Express the error condition as a
Boolean statement using the
formula language.
4. Compose an error message
that corresponds to this
error condition.

290
Knowledge Check
1. Support agents at AW Computing need to track the product type
and series when creating cases. How can an administrator ensure
that the product type selected determines the values available for
the series?
2. What automatically occurs when a custom field is deleted?
3. AW Computing populates the Industry field on each account
record. The sales team wants the industry information displayed on
related opportunity records and updated when the value is updated
on the account record. How can an administrator meet this
requirement?

291
Knowledge Check (Cont.)
4. An administrator at AW Computing created custom fields on the
Opportunity object for Discount Percentage and Amount after
Discount. The sales team wants these fields to be grouped together
on the opportunity record. How can an administrator meet this
requirement?
5. The support team at AW Computing wants two different business
processes for cases: one for tracking feature requests and one for
tracking customer support issues. Each process needs to have a
different set of case statuses. How can an administrator meet
this requirement?
6. An administrator created a validation rule to ensure that users do not
change the Close Date of an opportunity to a day in the past. What
happens when a users tries to save an opportunity that has a Close
Date from last month?

Lesson 6: Managing Data
• Import records using the import wizards.
• Explain the purpose and importance of the Salesforce
record ID.
• Export Salesforce record IDs using Dataloader.io.
• Update existing records using Dataloader.io.
• Mass transfer records from one user to another.
• Deactivate a user.
• Request and download a weekly export.
• Mass delete records.
294

• Import Wizards
• Data Loader
• Mass Transfer
• Backing Up Data
• Mass Delete and Recycle Bin
• Salesforce Einstein
295
In the last Lesson, we created several
custom fields to capture information
for the sales, marketing, and service
teams. We’re going to continue to help
these teams manage their information
by importing, updating, transferring,
and backing up data in Salesforce.

29
6
Importing Leads
Conner McCoy
2h ago
Could you please import this list of leads from our last 2 North
American tradeshows?
John Wiseman
It’s great to see those shows paying off!
Like · 31m ago

29
7
Importing Data: Data Import Wizard
The Data Import Wizard provides a unified interface through which you can
import data for accounts and contacts, leads, solutions, campaign members
and custom objects.
Choose what to do with
imported data.
Drag and drop
import files.
Use the same wizard for
all available objects.
CLICK PATH: Setup | Integrations| Data Import Wizard

29
8
What Does an Import File Look Like?
Each row in the CSV import file corresponds to a record, and each column
corresponds to a field.

29
9
Prepare the Import File
One way to ensure clean, accurate data in Salesforce is to
check the data beforehand. Make sure any data imported into
Salesforce is clean by:
• Ensuring data meets system and custom data
validation requirements.
• Resolving any duplicate records.
• Removing blanks and empty spaces.
• Running spell check.
• Renaming column headers to match the field
names in Salesforce.
• Applying consistent standards for data formats.
(Example: USA instead of US or United States)
NOTE: Look up the key words Importing Overview in Salesforce Help.

30
0
Additional Import File Considerations
Consider these points when preparing your import file.
New Records Import Values
Universally Required Fields: Unmapped required
fields will generate an error, stopping you from
continuing.
Data Validation: If the import values don’t meet the
data validation criteria, import will fail on that one
record.
Owner Field: If this field is left blank, the user doing
the importing becomes the default owner.
Picklist Values: Make sure all values in any picklist
field also exist in Salesforce. Otherwise, new values
will be imported only for the records in the import file,
and the value will not be available to other records.
Picklist Values (Strictly Enforced): Ensure all
values also exist in Salesforce. Otherwise the import
will fail on that one record.
Currency Field: Records with blank or unmapped
currency field will get the running user’s default
currency. Records with non-existing currency ISO
code will be returned in the Bulk Data Load Job.

30
1
Import Wizard Matching Types
The matching type you select
for an import is used to
identify duplicates when you
add new records, or to match
records when you update
existing ones. Different
matching types are available
for each object.
Object Matching Type
Contact
Lead
Salesforce.com ID
Name
Email
External ID
Account Salesforce.com ID
Name and Site
External ID
Solutions Solution Title
Salesforce.com ID
External ID
Campaign
Members
Salesforce.com ID
Custom Objects Record Name
Salesforce.com ID
External ID

30
2
6-1: Prepare the Import File
Tasks:
1. Download and save the leads import file from Conner McCoy.
2. Open the file in Excel.
3. Check rows and columns for accuracy.
4. Save it as a CSV file.
10 min
Goal:
Since the import file was prepared by sales reps at tradeshows, it is
likely that there are inaccuracies. You’ll need to check the data for
accuracy. Once clean, you’ll need to save the file as a CSV file.
JOIN ME

30
3
6-2: Import Leads Using the Data Import Wizard
Tasks:
1. Start the Data Import Wizard.
2. Choose the data to import.
3. Edit the field mapping.
4. Start the import.
5. Check the Leads tab for new leads.
10 min
Goal:
Import the scrubbed file of tradeshow leads for the
Marketing team.
JOIN ME

• Import Wizards
• Data Loader
• Mass Transfer
• Backing Up Data
304

30
5
Update Account Data
Yuko Ishikawa
5h ago
Wow! Thanks for adding the Region/Zone picklists–awesome!! I’ve had my team fill out the
proper region and zone for all accounts in the technology industry, since that’s a top priority
vertical right now. Can you get this into Salesforce?
Allison Wheeler
This will really help us concentrate on this vertical. Thanks, Yuko!
Like · 31m ago

30
6
What is the Data Loader?
The Salesforce Data Loader is an application for the bulk import or export of
data. More robust than the import wizards, you can use it to:
• Insert, update, delete, export, or upsert Salesforce CRM records for both
standard and custom objects for up to 5,000,000 records.
• Obtain Salesforce record IDs.
• Fully supported for both Windows and Mac OS X.
• Client based application that requires installation and authentication.

30
7
What is Dataloader.io?
Dataloader.io is a 100% cloud solution used to manage bulk data updates.
Dataloader.io introduces the following features:
• Import, export, and delete data.
• Login with your Salesforce login using oAuth. No signups or security tokens
required.
• Create reusable tasks.

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8
Import Wizards vs. Data Loader/Dataloader.io
Comparison
If you want to . . . Import Wizards Data Loader/Dataloader.io
Import fewer than 50,000 records. ✔ ✔
Prevent duplicates when importing
new records. ✔
Choose whether or not to trigger
workflow rules and processes. ✔
Load up to 5,000,000 records (Dataloader.io limit is
100MB/file or about 500,000 to 1,000,000 records). ✔
Load objects such as products or opportunities. ✔
Schedule imports. ✔
Save mappings for later use. ✔
Export or delete data. ✔

30
9
About Dataloader.io
Use hourly, daily, weekly
and monthly schedules to
set up your tasks to run
automatically.
Find related account IDs
from within Dataloader.io
instead of usingVLOOKUP
functions.
Keyboard shortcuts let you
easily filter fields to find the
specific data mapping fields.
Use your existing Salesforce
credentials to log in without
downloading an application.
Dataloader.io uses oAuth
2.0.

31
0
Matching New Information to Existing Records
When updating existing records, ensure that new data is being matched to the
correct record by using the Salesforce record ID. This ID is a unique identifier
that is generated by Salesforce when a new record is created. The Salesforce
record ID can be obtained from:
The record URL:
Reports:
A Dataloader.io
export file:

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1
6-3: Export Using Dataloader.io
Tasks:
1. Log into Dataloader.io.
2. Select the Export task and Account object.
3. Create the SOQL query, to extract the ID field and account name where Industry
equals Technology.
1. Export the extracted records to a CSV file and view in Excel.
10 min
Goal:
Use Dataloader.io to export the account record ID so you can
successfully match new information to existing Salesforce records.
JOIN ME

31
2
6-4: Match Record IDs to Accounts
Tasks:
1. Open Mod 6 Yukos File for Region and Zone for Technology
Industry.xlsx.
2. Copy and paste the ID column from your export file to Yuko’s file.
3. Save Yuko’s file in CSV format with the shorter name: Yukos
File
4. Close both files.
5 min
Goal:
Match the Salesforce record IDs from the export file to the Region and
Zone data you received from Yuko.
JOIN ME

31
3
6-5: Update Using Dataloader.io
Tasks:
1. Perform an update in Dataloader.io using Yukos File.
2. Name and run the update.
3. Review the success and error files.
4. Create a list view to check the import.
5 min
Goal:
Update Region and Zone data, matching records using the record IDs
obtained through Dataloader.io.
JOIN ME

31
4
Data Import: Best Practices
• Create any necessary fields prior to the import.
• Clean up data prior to import.
• Export any necessary record ID fields.
• Prepare and upload a test batch.
• Do not perform updates to existing records during normal
business hours, in order to minimize the possibility of users
modifying records while you are simultaneously updating
them.
• Check if there is any automation set up, such as workflow
rules, process builder or flow, and deactivate if necessary
before you import or update data.

• Import Wizards
• Data Loader
• Mass Transfer
• Backing Up Data
315

31
6
Mass Transfer Record Ownership
Allison Wheeler
2h ago
As of today, Phil Smith is no longer with the company, and Matt Wilson is taking over
all his accounts, contacts, and open opportunities. @Ling Wu
Matt Wilson likes this.
Ling Wu
Once this has been done please deactivate Phil from Salesforce, as per HR
protocol. Thanks.
Like · 15m ago

31
7
Mass Transfer Records
The Mass Transfer
tool is used to transfer
multiple accounts,
leads, service
contracts, and custom
objects from one user
to another.
Depending on the
object, you may have
options to transfer
related records,
as well.

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8
Deactivating a User
User records cannot be
deleted from Salesforce, but
users can be deactivated.
Deactivation:
• Maintains the integrity of
historic data.
• Prevents that user from
accessing Salesforce.
• Frees up a user license.
NOTE: You can temporarily prevent a user from logging in, using the Freeze button on the user
record. This does not free up a license.

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9
6-6: Deactivate User and Mass Transfer Records
Tasks:
1. Deactivate Phil Smith’s user record.
2. Access Mass Transfer Accounts.
3. Transfer Phil Smith’s California accounts to Matt Wilson.
10 min
Goal:
Deactivate Phil as a Salesforce user and transfer Phil Smith’s
California accounts and open opportunities to Matt Wilson.
JOIN ME

• Import Wizards
• Data Loader
• Mass Transfer
• Backing Up Data
320

32
1
Backing Up Data
Brent Bassi
7h ago
Is there any way to back up our data on a regular basis? For compliance reasons, we
need to be doing this at least several times a month.
John Wiseman
Great call, Brent–you beat me to the punch. Yes, we definitely need
a regular backup. The more automated, the better, so we don’t have
to work around vacation schedules or need to have anyone come in
on weekends.
Like · 2h ago

32
2
Backup Options
Backing up data is a regular part of any administrator's job. Data should be
backed up on a regular basis, and before any major import or export operations.
There are several ways to back up data in Salesforce:
• Reports:
⁻ Export specific data to Excel.
⁻ Process is manual.
• Dataloader.io:
⁻ Export specific data to CSV, Excel, or another database.
⁻ Process can be manual or automated.
• Weekly/Monthly data export service:
⁻ Obtain a complete set of Salesforce data for archiving.
⁻ Process is automated.

32
3
Data Export Service
The data export service is
an automated way of
receiving a zip file of
CSVs of all of your
Salesforce data. The data
export service:
• Is available within
the application.
• Can be scheduled.
• Emails you when the zip
files are ready.
ALERT:
Zip files are deleted after 48 hours, regardless of whether or not you have downloaded them.

32
4
6-7: Schedule Weekly Backup
Tasks:
1. Access Data Export.
2. Set export parameters.
3. Schedule an export every Sunday for the next month.
5 min
Goal:
Schedule a weekly data export to back up all of AW
Computing’s data as a general best practice and to meet compliance
requirements.
WATCH ME

• Import Wizards
• Data Loader
• Mass Transfer
• Backing Up Data
325

32
6
Oops: Bad leads in the Import File
Wait!
I just found out some of
those leads are not good!
Can you delete them?
They’re all the leads where
the company name is
AW Computing.

32
7
Mass Delete Records
The Mass Delete tool allows you to delete standard object records that meet
specific criteria.
• A list of all records to be deleted will display, giving you the opportunity to
check the deletion for accuracy.
• The tool will alert you of any
child records that would also
be deleted.
• Best practice is to request or perform a backup before using Mass Delete.
• Deleted records are stored in
the recycle bin for another 15
days, unless you choose Permanently delete.
CLICK PATH: Setup | Data | Mass Delete Records

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8
Recycle Bin
• Deleted records are stored
in the recycle bin for a
maximum of 15 days.
• Records can be restored by
clicking Restore.
• “My recycle bin” is available
to all users.
• Permanently delete records
by selecting them and
clicking Delete.

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9
6-8: Mass Delete Records
Tasks:
1. Access Mass Delete leads.
2. Search for leads that meet specific criteria.
3. Mark and delete all matching leads.
5 min
Goal:
Identify the practice leads that the sales reps created while training for
the trade show. Delete these invalid leads so that the data in
Salesforce remains accurate.
JOIN ME

• Import Wizards
• Data Loader
• Mass Transfer
• Backing Up Data
330

331
Einstein: How Did It All Start?
Salesforce
Einstein
Artificial Intelligence for CRM
No
Code
AI

Einstein is Available Across All Salesforce Clouds
Einstein Analytics & Platform
Einstein Voice
Einstein Discovery
Einstein Prediction Builder
Einstein Image Classification
Einstein Object Detection
Einstein Sentiment
Einstein Intent
Einstein for Sales
Einstein Lead Scoring
Einstein Opportunity Scoring
Einstein Behavior Scoring
Einstein Opportunity Insights
Einstein Account Insights
Einstein Email Insights
Einstein Activity Capture
Einstein Automated Contacts
Einstein Forecasting
Einstein Recommended Connections
Sales Analytics
Einstein for Commerce
Einstein Commerce Insights
Einstein Product Recommendations
Einstein Predictive Sort
Einstein Search Dictionaries
Einstein Search Recommendations
Einstein for Service
Einstein Bots
Einstein Case Classification
Einstein Next Best Action
Service Analytics
Einstein for Marketing
Einstein Journey Insights (DMP)
Einstein Social Insights
Einstein Recommendations
Einstein Vision for Social Studio
Einstein Engagement Scoring
Einstein Segmentation (DMP)
Einstein Splits

Tigh Loughhead
Director, Marketing
Elegran
Salesforce Inbox
Einstein Activity Capture
Einstein Lead Scoring
Einstein Automated Contacts
Sales Analytics
Einstein Account Insights
Actionable Insights
Focus on biggest
impact areas
Forecast Accuracy
Boost win rates with AI
Sales Productivity
Maximize time spent
selling
Einstein Forecasting
Einstein Opportunity Scoring
Einstein Opportunity Insights
Sell Smarter with Einstein for Sales
The #1 sales intelligence and productivity solution for Sales Cloud

334
Einstein – Where Else Can it Take You?
Einstein Next Best Action:
display tailored
recommendations to the right
people at the right time.
Einstein Bots: ease the load of
your service agents. Let bots
handle routine requests and
gather necessary information
before your agents get involved.
Your agents can focus on more
complex issues and the core of
conversations with the customer.
Einstein Voice: use voice recognition
and AI to translate and automate basic
tasks.
NOTE: For more information check https://artificial-intelligence-use-cases.salesforce.com/ Trail:
https://trailhead.salesforce.com/en/content/learn/trails/get_smart_einstein

335
Get Your Personalized Einstein Readiness Report
Check your Salesforce org’s eligibility
GO TO THE ASSESSOR
einsteinreadiness.salesforce.com or Setup
CLICK THE BUTTON
“Assess Your Sales Cloud Einstein Readiness”
WAIT A FEW MINUTES
The report will be sent to your Admin’s email
Note: To run the Sales Cloud Einstein Readiness Assessor, you must be a Salesforce administrator or
have the Customize Application permission.
1
2
3

33
6
Knowledge Check
1. When importing records using the Data Import Wizard, what conditions will
cause a record to not be imported?
2. What are the benefits of using the Data Import Wizard to import data into
Salesforce?
3. Why would a user choose Data Loader/Dataloader.io instead of the Data
Import Wizard?
1. How can an administrator prevent a former employee from logging in to the

Lesson 7: Reports & Dashboards

Lesson 7: Reports and Dashboards
• Describe the different types and
formats of reports.
• Navigate the Reports tab to find suitable reports.
• Run and modify existing reports.
• Create a new custom report
from scratch.
• Add filters and use filter logic in
a report.
• Use custom summary formulas
in a report.
339

• Running and Modifying Reports
• Creating New Reports with the
Report Builder
• Working with Report Filters
• Summarizing with Formulas and
Visual Summaries
• Exporting and subscribing to
Reports
• Building Dashboards
340
Things are starting to come together.
Our users can access the records
they need, and capture and view the
right information.
You are now starting to receive
requests for reports to analyze this
information, so now we are going
to look at what reports are already
available in Salesforce and customize
them to fit requirements. We will also
use the Report Builder to create new
reports from scratch.

34
1
Running and Modifying Reports
Allison Wheeler
6h ago
I’d like a report showing all of my team’s opportunity pipeline for the Current FY.
An Lin
I’m really curious how my team stacks up against the other geos!
Like · 31m ago

342
What are Reports?
Standard sample reports:
• Are built in and can be used as templates.
• Are stored in the Public Reports folder.
• Cannot be overwritten or deleted.
• Can be customized and saved as
custom reports.
Custom reports:
• Can be created from standard reports.
• Can be built from scratch using available report types.
• Must be saved in a custom, private,
or public folder.
• Can be overwritten or deleted.
DEFINITION: Reports are lists or summaries that allow you to aggregate and analyze
your data in different ways.

34
3
Navigating the Reports Tab
Reports and Dashboards have their own tab in Lightning. From each tab, you
can find existing Reports and Dashboards and create new ones.

34
4
Report and Dashboard Folders
• Access to reports
and dashboards is
controlled through
folders on the
Reports and
Dashboards tab.
• Different groups of
users can be given
different access to
the same folder.
View , edit or
manage
permission.
Share with users,
roles, and public
groups.

34
5
Report and Dashboard Subfolders
Create Folder Hierarchy in Enhanced Reports/Dashboards List Views
Move a report
to a subfolder.
Folder Hierarchy
can be seen using
this breadcrumb
path

346
Folder, Report, and Dashboard Naming Conventions
Folder Report And Dashboard
Include target group in folder names (for
example, “Sales Executive Reports”).
Include key information in the name, such as region,
nature of report, time frame, and frequency (for example,
“Pipeline by Rep and Close Month”).
Use numbers in folder names to control
folder order. For example:
1.1 Sales Executive Reports
1.2 Sales Team Reports
Include key information in the description (for example,
“What is the pipeline each week this quarter and the
previous quarter?”).
For a given dashboard folder, create a report
folder that contains all the source reports. For
example:
1.1 Sales Executive Dashboards
1.1 Sales Executive Reports
ALERT:
• The maximum length of a folder label or report name is 40 characters.
• The maximum length of a dashboard title is 80 characters.

34
7
Apply Quick Filters to a Report
Click the Filter-Symbol (Funnel) to quickly change whose data you would like to
see and which time frame should apply.
How?
Whose?
What?
When?

34
8
How can we meet Allison's Requirement?
Report Options Will it Work?
Browse for a Standard Report?
Customize a Standard Report?
Create a Custom Report?

34
9
7-1: Run and Modify a Report
Tasks:
1. Create new report folder called Global Sales Reports.
2. Create new dashboard folder called Global Sales Dashboards.
3. Run the Opportunity Pipeline This Quarter report.
4. Modify the report to meet the requirements using the report options.
5. Save the report as Open Opportunities this Year in the Global
Sales Reports folder.
5 min
Goal:
Allison Wheeler, VP of Global Sales, has requested a report showing
all of her sales teams’ opportunities in the pipeline this year.
JOIN ME

• Creating New Reports with the Report Builder
• Summarizing with Formulas and Visual Summaries
• Exporting and subscribing to Reports
350

35
1
Design and Create a New Custom Report
Allison Wheeler
15h ago
I’d like a report showing all open opportunities.
Brent Bassi likes this.
Brent Bassi
Please organize the open opportunities by sales rep. Allison, what
additional information do you want to see? Whose records do you want to
see and for what time frame? How do you want the report organized, and
what summaries do you need to see?
Like · 54m ago

352
…the filters available.
…the expanded
fields menu listing
all the fields
available.
…the default
columns.
The report type you
select here
determines...
DEFINITION:
Report types are predetermined combinations of related objects and their
fields that you use as starting points when building new custom reports.
What Are Report Types

35
3
Building Reports in Lightning Experience
Columns
Fields
Filters for scope and
duration

35
4
Report Formats
There are four report formats in Lightning
Experience. The Lightning Report Builder
automatically assigns a report format to a report,
based on the field groupings.
Tabular Report Summary Report Matrix Report

35
5
Report Formats (cont.)
DEFINITION: Joined reports let you combine multiple views, or “blocks,” of related information in a
single report. Each block can display data from the same report or from a different report type.
Joined Report

35
6
Creating a Custom Report: Questions to Ask
Ensure you have answered these questions before creating a new report:
What object and related objects do you want to report on?
1. Report Type
Whose records do you want to see and for what time frame?
2. Scope
What columns do you want to see?
3. Columns
Which field(s) do you want to group by?
4. Grouping
Which numerical field(s) do you want to display as group subtotals
and grand totals?
5. Summaries
What additional filters do you want to limit the records you see?
6. Filters
Do you want to display summarized data with highlights or as charts?
7. Highlights/Charts

35
7
7-2: Create a Simple Custom Report
Tasks:
1. Create a new opportunity report using the steps on the next slide to
help you plan.
2. Set the scope of the report using the standard filters.
3. Change the columns
as required.
1. Select the grouping.
5 min
Goal:
Allison Wheeler, VP of Global Sales, would like a report showing all
open opportunities, organized by sales rep, with the opportunity
amount subtotalled for each rep.
JOIN ME

35
8
7-2: Create a Simple Custom Report (Cont.)
Fill in what you can based on the request information.
1. Report Type
2. Scope
3. Columns
4. Grouping
5. Summaries
6. Filters
7. Highlights/Charts

35
9
Working with Groupings and Matrix Reports
Allison Wheeler
2h ago
Great job building the report so far. I would also like to see the opportunities grouped
by sales rep, and by the month in which they are due to close with the same
information.
Brent Bassi
Perhaps organize it in a table?
Like · 23m ago

36
0
Grouping By Date Fields
Group by Date (week/month/quarter/year)

36
1
Grouping by Date Fields Cont..
Type in dates for filter values, choose Null values.
Manually type
in a date for a
filter value.
Include “No
selection” as a
filter value”

36
2
7-3: Create a Matrix Report
Tasks:
1. Modify the Opportunities by Rep report to additionally group by the
calendar month of the Close Date.
2. Save the report as a new report called Opportunities by Rep
and Close Month in the Global Sales Reports folder.
5 min
Goal:
Allison Wheeler, VP of Global Sales, would like the Opportunities by
Rep report to show opportunities additionally grouped by Close Date
and displayed in a table.
JOIN ME

363

36
4
Using Filters and Filter Logic in a Report
Conner McCoy
4h ago
I’m trying to put together a target list of our larger accounts for a campaign we’re running in the
northeast US. I need to see a list of all our New York, Massachusetts, Pennsylvania, and New Jersey
accounts that either have a Prospect Rating of “Hot” or Annual Revenue over 8 million.
Samir Patel likes this.
Conner McCoy
I also need to perform industry segmentation analysis on our customer accounts, so would
you please create a report with the following:
-All customer accounts
-Grouped by industry
-An annual revenue subtotal for the customers in each industry
Like · 50m ago
Samir Patel
#thanks Conner!
Like · 12m ago

36
5
Report Filters and Filter Logic
Add up to 20 additional
filters to a report directly in
the Filters pane using the
Add filter… button
or by selecting fields from
the Outline pane.
In addition, use filter
logic to:
• Link multiple filters using
“and,” “or,” and “not”
operators to create
sophisticated conditions.
• Offset priority conditions
using parentheses and
nested parentheses.

36
6
7-4: Use Filters and Filter Logic in a Report
Tasks:
1. Create a new account report.
2. Add the necessary filters and filter logic:
• Type is Customer.
• Billing State/Province is New York, Massachusetts, Pennsylvania, or New
Jersey.
• Prospect Rating is Hot or Annual Revenue is greater than 8 million.
3. Save the report as Northeast Target Accounts in the
Marketing Reports folder.
5 min
Goal:
Conner McCoy, VP of Marketing, would like to see a list of all customer accounts
based in New York, Massachusetts, Pennsylvania, or New Jersey that have either a
prospect rating of Hot or an annual revenue over 8 million.
JOIN ME

36
7
7-5: Create a Custom Report
Tasks:
1. Create a new account report showing all accounts.
2. Group the accounts by industry, and summarize the Annual
Revenue field.
3. Add a filter to limit the report to just customer accounts.
4. Save the report as Customer Accounts by Industry in the
Marketing Reports folder.
5 min
Goal:
Conner McCoy, VP of Marketing, wants to perform industry segmentation analysis
on customer accounts, and has requested a report displaying all customer accounts
grouped by industry. He would like to see an annual revenue subtotal for all
customers in each industry.
YOUR TURN

36
8
Who has not logged in this week?
John Wiseman
17h ago
I see the report of people who have logged in this week. What I’d really like to see is a
report of users who HAVEN’T logged in in the last seven days! #adoption
Ling Wu
This would really help us know which users or departments we should
focus our training strategy on.
Like · 43m ago

36
9
Using Relative Date Values in Report Filters
Use relative date values in filters to create dynamic date ranges, based on the
report run date:
“How many cases did we close
in the last three quarters?”
“What opportunities are
due to close in the next
five days?”
today
this month
yesterday
last week
tomorrow
next quarter

37
0
Relative dates (Cont.)
Want to see all the
opportunities you've closed
this year?
Instead of filtering by
calendar dates, such
as Close Date greater than
Jan 1, 2020, filter your
report by a relative
date: Close Date equals
THIS YEAR.

37
1
7-6: Filter a Report with Relative Date Values
Tasks:
1. Customize the Sample Report: Users Logged In, in the Public folder, to
display users, by role, who have not logged in during the last seven days.
2. Save the report as a new report called Dormant Users in the Adoption
Reports folder.
5 min
Goal:
John Wiseman, CEO, is very focused on user adoption and wants to ensure the
company is getting the most out of its user licenses. He wants a weekly report of all
users who have NOT logged in to Salesforce in the last seven days.
JOIN ME

372

37
3
Adding Custom Summary Formulas and Visual
Summaries
Allison Wheeler
1h ago
I now know what each of my reps has in the pipeline, but I’d also like to see how
they’re closing–I need to see their win rates. In other words, what percentage of
closed opportunities are actually being won? Could this also be shown in a chart?
An Lin likes this.
An Lin
Could you create another report to show this? Graphics would be great!
Like · 12m ago

37
4
Adding a Custom Summary Formula to a Report
You can add up to five custom summary formulas to summary and matrix
reports to create calculated summaries of your numerical fields, in addition to
the standard summaries.
Note that custom summary
formulas:
• Can reference formula
fields, but not other
summary formulas.
• Only display on summary
rows, not detail (record)
rows.
NOTE: Search for: Building Custom Summary Formulas

37
5
Using Visual Summaries: Charts
Charts are graphical
representations of the
data in the summary
rows or columns of a
report.

37
6
Report Charts in Lightning
Salesforce charts display summarized report data. You can adjust the chart
type without making changes to the report itself.

37
7
7-7: Add a Custom Summary Formula and Visual
Summary
Tasks:
1. Modify the Opportunities by Rep report to display closed opportunities by
sales rep.
2. Add a custom summary formula to display the win rate by sales rep.
3. Add a vertical bar chart to display the data in graphical form.
4. Save the report as a new report called Sales Rep Win Rates in the
Global Sales Report folder.
5 min
Goal:
Allison Wheeler, VP of Global Sales, would like a report showing the
company’s win rates by sales rep. She would like to see this in
graphical form as well.
JOIN ME

37
8
7-8: Create Custom Adoption Reports
Tasks:
Create reports to display the following:
• The number of opportunities created in the last 120 days, grouped
by close month and owner role.
• The number of active users (users who have logged in over the
past 7 days), grouped by username.
10 min
Goals:
John Wiseman, CEO, would like to see how well Salesforce has been
adopted by the AW Computing users. He wants to see how many new
records are being created, and who is and who isn’t logging in regularly.
YOUR TURN

379

38
0
Scheduling and Emailing Reports
Allison Wheeler
2h ago
I’d love to be able to use the Sales Rep Win Rates report in my weekly team
meetings. What options are there for sharing it with my team?
Ling Wu likes this.
Noah Larkin
It’s a good idea to use the reports in meetings! #SalesforceEveryday
Like · 14m ago

38
1
Exporting Report Results
Export the report details
to Excel.
• Creates a .csv or .xls file.
• Save file or open it in Excel.
• Optionally include formatting,
groupings, or subtotals.
• Use to manipulate in Excel.
Clicking on Export will
launch Export modal
Choosing “Formatted
Report” option will
preserve formatting in
downloadable Excel file.

38
2
Subscribe, Schedule and Send
Schedule a custom report to run
automatically and have it emailed to
users who need it, when they need it.

38
3
Subscribing to a Report
Instead of manually running and emailing
your weekly sales report to your team, you
can subscribe the team to the report and
have it emailed to everyone each Monday
morning
User Permissions Needed
To subscribe to reports Subscribe to Reports
To subscribe other
people to reports:
Subscribe to Reports:
Add Recipients
To specify who runs the
report in a report
subscription:
Subscribe to Reports:
Set Running User

Goal:
Allison Wheeler, VP of Global Sales, would like to have the latest
Sales Rep Win Rates report emailed to her every Wednesday
morning ready for her 9:00 a.m. team meeting.
38
4
7-9: Schedule and Email a Report
Tasks:
1. Run the Sales Rep Win Rates report.
2. Schedule the report per Allison’s request.
3. Unschedule the report (for classroom purposes only).
5 min
JOIN ME

385

38
6
Building Dashboards
Allison Wheeler
2h ago
I’ve now got quite a few reports that I need to look at on a regular basis and share
with my team. Could you build a Global Sales dashboard that lets me see the key
information at a glance, and which is also accessible to my team?
Ling Wu likes this.
John Wiseman
I’m looking for something similar that lets me monitor user adoption of
Salesforce. Maybe something with graphs and charts?
Like · 43m ago

38
7
View Information Graphically Using Dashboards
A dashboard is a visual representation of
data from multiple reports. Dashboards:
• Display data from custom source reports.
• Use a running user to determine what data
is visible.
• Display data as of the last time the dashboard
was refreshed.
• Can be scheduled to be refreshed and emailed
automatically. Find
Create
Open

388
Dashboards in Lightning
• Create beautiful 9-12-column leaderboards with conditional highlighting
and chatter photos.
• Use chart as defined in Source report AND add report to a dashboard
right from the report (or reports tab)
• Subscribe to a dashboard and share with multiple users

Components use the first summarized field in the source report. You can edit
chart components to change the grouping and field used.
420
Charts
Table
Gauge
From Source Report to Dashboard Component
Metri
c

39
0
Choosing a Component
Funnel
(Show the flow of Opptys
through stages)
Donut
(Compare share of total)
Horizontal Bar
(Compare many items)
Vertical Bar (Column)
(Fewer items or over time)
Line
(Over time)
Gauge
(Show a single value in a
range of custom values)
Metric
(Display one key value)
Tables
(Show conditional highlighting
and Chatter photos)
Stacked Bar Chart
(Compare absolute
values side by side)
Combination Chart
(Plot multiple types of
data on a single chart)

39
1
Chart Component
Charts display the groups and
summarized fields from a report. Use
the options in the Component Editor
to select:
• Which groups and summarized
fields to display in charts.
• How to display values.

392
Lightning Table Components
• Lighting tables show up to 200
records and 10 columns and
from any field in a source
report’s report type.
• Lightning tables are not
available in Salesforce Classic.
• Data will not display if a
dashboard has not been
refreshed in 7 days.

39
3
Gauge and Metric Components
Gauges and metrics display the grand
totals from the bottom of a report. Use
the options in the Component Editor to
set:
• Breakpoints and range colors in
gauges to determine the
required thresholds.
• Conditional highlighting in metrics
to apply a specified highlight color
depending on the grand total value.
Gauge
Metric

39
4
Dashboard Component Snapshots
After Dashboard Component Snapshots is enabled, users can share dashboard
component snapshots. This allows users to post a static image
of a dashboard component to the dashboard feed, then @mention users
or groups.
ALERT:
Important: Snapshots posted to user or group feeds are potentially visible to all users.

39
5
Running Users
DEFINITION:
The running user determines whose data is visible on the report or dashboard. The running user
must have access to the folder in which the report or dashboard is saved.

39
6
Building a Dashboard
As you drag
components around
the grid, other
components are
rearranged.
Easily resize components to
span multiple columns and
rows.
NOTE: Dashboards saved in Lightning Experience cannot be edited in Salesforce Classic.

39
7
Editing Dashboards
Resize
Move

39
8
Create Dashboard Components
Build dashboards in minutes by adding components and reports at the same
time. Drag them, resize them, and see them displayed as you go.

39
9
Update Dashboard Components
Edit the components and the dashboard properties as needed directly through
overlays on top of the dashboard.

40
0
Preserve Filters When Drilling into a Report from a
Dashboard
You can filter a dashboard then view
one of the component reports. The report
opens filtered in the same way
as the dashboard, so you can keep
analyzing data without missing a beat!

40
1
7-10: Build a Global Sales Dashboard
Tasks:
1. Create the Global Sales Dashboard with Allison Wheeler as the running user.
2. Add a Closed Business YTD gauge component.
3. Add an Opportunities by Rep and Close Month chart component.
4. Add an Opportunities by Rep metric component.
5. Add a Sales Rep Win Rates component using the report chart settings.
6. Add a Sales Rep Win Rates gauge component.
7. Subscribe to the Global Sales Dashboard to get refreshed dashboard results by
email.
10 min
Goal:
Allison Wheeler, VP of Global Sales, would like a dashboard to
display the key information from her sales reports. The
dashboard should also be accessible to her team.
JOIN ME

WORK IT OUT
Scenario: Allison Wheeler would like to see accounts by region on the Global
Sales Dashboard.
402
7-11: Add a Dashboard Component
Goal: Design a solution to satisfy Allison’s request.
Task: Work with a partner or small group to update the Global Sales
Dashboard with a component that shows accounts by region.
15 min
NOTE:

40
3
7-12: Update the User Adoption Dashboard
Tasks:
1. Update the Adoption dashboard.
2. Add a gauge component to show active users this week.
3. Add a chart component to show new opportunities created
in the last 120 days.
4. Add a table component showing roles who have not logged
in over the past 7 days.
10 min
Goal:
John Wiseman, CEO, has requested a user adoption dashboard
to display the key data from his adoption reports. The existing
dashboard has to be updated to contain the
new reports.
YOUR TURN

40
4
Knowledge Check
1. What report format allows you to show up to four levels of grouping in a
grid?
2. How can an administrator limit the data in a report to only show accounts
where the annual revenue is greater than 6 million dollars?
3. Which chart type can an administrator use to compare opportunity amounts
by rep and then by stage?
1. What types of dashboard components display the grand totals from the
bottom of a report?
2. What is determined by the running user of the dashboard?
3. AW Computing uses a private sharing model for opportunities. What
opportunities will a sales rep see when he drills down to an opportunity
source report from a dashboard component?

Lesson 8: Automation
• Automate email branding with letterheads and HTML templates.
• Describe what a workflow rule is, and describe the components.
• Create workflow rules to automate business processes.
• Create a process to automate a post to Chatter.
• Set up web-to-lead to automate lead creation.
• Use assignment rules and queues to automatically route leads and cases.
• Create auto-response rules to automate responses to new leads
and cases.
407

The automation tools covered
in this Lesson are:
• Email Templates
• Workflow Rules
• Process Builder
• Lead Automation
408
In the previous Lessons, you’ve set up
the basics of your org and created
several reports so users can easily
view and analyze the data in
Salesforce. Now it’s time to look at
automation tools so you can automate
routine tasks, eliminate human error,
and save time.

40
9
Using Declarative Automation Tools
Process Builder
• Create records.
• Update fields on record, children,
parent, grandparent, etc.
• Send emails and post to Chatter.
• Submit records for approval.
• Call Apex, trigger flows, and call
another process.
• Manage Quip documents
Workflow Rules
• Send outbound
messages
without code.
Approval Processes
• Route records for approval.
• Execute workflow actions when
records are approved or rejected.
Flows
• Use complex branching logic.
• Sort through, iterate over, and operate on
several records.
• Navigate users through a series of
screens (call scripting).
NOTE: Use declarative automation tools and apps from the AppExchange before turning to
programmatic tools.
Web to Lead/Case
• Assignment Rules
• Auto-Response
Rules
• Escalation Rules

41
0
We Need Brand Consistency
Conner McCoy
11h ago
I want all emails sent to customers to have a consistent look, feel, and appropriate
branding (see attached screenshot). Can I also get a designated folder for all
marketing templates so everyone can find our marketing collateral?
Lorenzo Costa likes this.
Mimi Sato
Can we also make sure everyone has access to the marketing folder this
time?
Like · 45m ago

41
1
Email Templates
Email templates ensure that company branding is consistent and saves users
time. Several sample email templates are included in the app.
Email templates need to be set up for:
– Web-to-lead
– Web-to-case
– Email-to-case
– Assignment rules
– Escalation rules
– Auto-response rules
– Workflow
– Processes
CLICK PATH:
Setup | E-mail| Classic Email Templates

41
2
Parts of an HTML Email Template
Letterhead is combined
with different layout
options, such as a formal
letter or a promotion.
Text and merge
fields create
the body.

41
3
Email Template Options
Having a plain text alternative is a best practice. It is the safest
type of email, since it cannot contain HTML code or large graphic files,
and not all mobile devices display HTML correctly.
Plain Text:
Allows you to use letterhead to define the look and feel of the
template. The letterhead must be set up prior to choosing
this option.
HTML (using
letterhead):
Allows you to create an HTML email template without having first
created letterhead.
Custom (without
using letterhead):
Allows you to leverage custom Apex controllers in order to render
highly customized content.
Visualforce:

41
4
Creating an Email Template in Four Easy Steps
Choose template
type
• Text
• HTML (with
letterhead)
• Custom (no
letterhead)
• Visualforce
Enter template
information
• Folder location
• Name
• Specify
letterhead
• Choose layout
Enter content
• Return address
• Text
• Merge fields
Create text-only
version
• If this is blank,
the text from the
HTML version
will be copied
over
automatically

415
Enhanced Letterheads and Lightning Email Templates
Standardize the information in the
header and footer of an email
template with enhanced letterheads.
Include your company’s logo and
contact information, or add legal
disclaimers and subscription links.
Create your enhanced letterhead in
a rich text editor, or paste in your
own custom HTML for full control of
styling. Add merge fields, images,
and links.
NOTE: Email alerts only support Classic templates.

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6
8-1: Create a Folder and Letterhead
Tasks:
1. Create a Read-Only Marketing folder for email
templates that is accessible to all users.
2. Create a letterhead.
3. Customize the letterhead.
10 min
Goal:
Conner needs an email folder for all marketing templates.
Create the folder and a general marketing letterhead.
JOIN ME

41
7
8-2: Create an Email Template
Tasks:
1. Create an email template with the General
Marketing letterhead.
2. Make it available to all users.
3. Add merge fields.
4. Test the template.
10 min
Goals:
Create an email template with the General Marketing letterhead
and make it available to end users in both plain text and HTML
formats.
JOIN ME

• Email Templates
• Workflow Rules
• Process Builder
• Lead Automation
418

41
9
Improving Customer Service
Noah Larkin
2h ago
I want to make sure our most important customers are getting the support they need.
Whenever one of our large accounts logs a support case, I want to know about it. By
large, I mean more than 5,000 employees OR an annual revenue of more than 20
million dollars. Can you help?
Allison Wheeler
Great idea, Noah. I would like the sales rep in charge of the account to
follow up with our important customers when a new case is opened. I will
also need to track this data on a regular basis. Is this possible?
Like · 12m ago

42
0
Workflow Rules
A workflow rule sets workflow actions into motion when certain conditions are
met. Actions can take place immediately, or on a specific date, according to a
trigger.
Rule
Criteria
Time
Triggers
Evaluation
Criteria
Actions
Task(s)
Email Alert(s)
Field
Update(s)
Outbound
Message(s)
Task(s)
Email Alert(s)
Field
Update(s)
Outbound
Message(s)
Actions

42
1
Evaluation Criteria
Evaluation criteria determines which records the workflow rule
will apply to. Depending on how you set the evaluation criteria,
workflow rules are evaluated when the record is:
• Created.
• Created, and every time it’s edited.
• Created, and any time it’s edited to subsequently meet criteria.
ALERT: Rules created after saving records do not trigger those records retroactively.

42
2
Rule Criteria to Trigger an Action
Filter Logic allows you the construct
expressions using AND, OR, and NOT.
Choose criteria are met to input
criteria a record must meet to
trigger the rule. Choose formula evaluates to true to enter
a formula that returns a value of “True” or
“False.” The rule is triggered if the formula
returns “True.”

42
3
Workflow Action: Tasks
• Workflow tasks may be assigned to a user, role, record owner, record creator,
opportunity team role, or account team role.
• A single task cannot be assigned to multiple users in Salesforce CRM.
• To assign tasks to multiple users, create multiple tasks as outcomes of
the rule.
• Workflow tasks can be tracked in Activity and be reported on.
Opportunity
marked
Closed/Lost
Task: Reminder
to Complete
Post Mortem
Opportunity
Owner
1 week
later…

42
4
Workflow Action: Email Alerts
• Email alerts allow you to send a template email to a user, role, record
owner, record creator, opportunity team role, related contacts, related
users or account team role.
• Email alerts use email templates. This means that the email template you
use needs to be created before you set up the workflow action.
Big Opportunity
In Negotiation
Email Account
Team

42
5
Workflow Action: Field Updates
• Field updates allow you to automatically change the value of a field
to a value you specify.
• Depending on the type of field, you can apply a specific value, make
the value blank, or calculate a value based on a formula you create.
• Field updates can retrigger workflow rules.
New
account in
a targeted
industry
Change the
record type
Display fields unique
to the target industry
Marketing

42
6
Workflow Action: Outbound Message
Workflow Outbound Messages send the information you
specify to an endpoint you designate, such as an external
service. An outbound message sends the data in the specified
fields in the form of an API message to the endpoint.
Opportunity
Closed/Won
Outbound
message
Order
Fulfillment
System

42
7
Workflow for New Cases on Large Accounts
In order to automate Noah’s request, we’ll create a rule that is run
only on cases where the account revenue is over $20 million US, or
the number of employees is greater than 5,000.
If the record meets this criteria, then an email will be sent to all users
in the VP of Services role.
Case created
Account meets
“large” criteria
Email VP of
Services

42
8
Time-Based Workflow Criteria
Workflow actions can fire immediately once the record is saved, or
they can be time-delayed.
Case Created
1 day after
Rule Trigger
Date
Task Assigned

42
9
Time-Based Workflow Queue
When rules with time-dependent actions are triggered, the upcoming actions
are placed in a queue where they can be viewed, and if
necessary, deleted.
If a record is edited, and no longer matches the rule criteria, Salesforce
removes the time-dependent actions queued for that record.
CLICK PATH: Setup | Platform Tools | Environments | Monitoring | Time-Based Workflow

43
0
8-3: Create a new Workflow Rule
Tasks:
1. Create a workflow rule on the
Case object.
2. Establish evaluation criteria.
3. Establish rule criteria.
1. Add an immediate workflow action.
15 min
Goals:
Ensure that the VP of Services is notified whenever cases are opened
for large accounts, and that the Account Owner is assigned a task to
follow up with the customer.
JOIN ME

• Email Templates
• Workflow Rules
• Process Builder
• Lead Automation
431

Allison Wheeler
3h ago
We’d like to start using Chatter to recognize sales reps’ achievements. When a rep
wins an opportunity, we’d like an automatic Chatter post to the opportunity record and
my profile.
Diego Cruz, Anna Bressan, David Hudson, and Lucia Vargas like this.
Kathy Cooper
Let’s get some posts on Allison’s wall, team!
Like · 31m ago
Jessica Heinz
Come on guys, we can do it!
Like · 12m ago
43
2
Automating Chatter Posts

43
3
Process Builder
Process Builder lets you automate business
processes with multiple criteria nodes. The
following actions are supported:
• Create a record
• Update records
• Send email
• Post to Chatter
• Send custom notifications
• Use an action
• Submit for approval
• Launch a flow
• Launch a process
• Call Apex

43
4
Use Cases for Processes
Send an email reminder to
the account team if a high-
value opportunity is still
open ten days before the
specified close date.
Update all the mailing
addresses on all child
contacts when a billing
address is changed on
an account.
Create records and
notifications based on
stages of an opportunity
and schedule follow-up
tasks that execute based
on changes to records.
Create an order record
with the data in the
opportunity and associated
account when the
opportunity stage changes
to Closed Won.

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5
Actions Supported in Processes
Actions Description
Create a record Create a new record (any object).
Update records Update fields on records or any related records.
Send an email Send an email using an email alert.
Post to Chatter Post to the feed of a user, a Chatter group, or the record that started
the process.
Custom Notifications Custom notifications appear to the user like notifications for a new Chatter post.
Use a quick action Use an object-specific or global action to create a record, update a record,
or log a call.
Submit for approval Submit a record for approval without requiring users to submit manually.
Launch a flow Trigger an auto-launched flow to automate complex business processes.
Launch a process Initiate another process. For example, launch a process to execute actions based on
updates you made with the previous process.
Call Apex Call an Apex method to add customized functionality.
Quip If the Quip functionality has been acquired, create new documents, edit existing, move to a
new folder, or attach to a record.
NOTE: Workflow rules support a subset of these actions: create a task, update a field on a record or parent
record, and send an email.

436
Considerations for Process Builder
General
• Processes do not support
outbound messages, but the
Call Apex action can be used to
provide similar functionality.
• Actions are executed in the
order in which they appear in
the process.
• Criteria nodes and actions
cannot be reused in a process.
Scheduled Actions
• The Paused and Waiting Interviews list
(Setup | Process Automation | Paused Flow
Interviews) displays all pending scheduled
actions.
• Scheduled actions cannot be used when
using “when a record is created or edited”
as the record change evaluation criteria.
• The process admin receives a fault email if
the user who caused a process to start is
inactive when Salesforce tries to execute
scheduled actions.
RESOURCE:
Search for: Process Limits and Considerations

43
7
8-4: Create a Process
Tasks:
1. Create a process.
2. Specify the object.
3. Add process criteria.
4. Add an immediate action.
5. Activate and test the process.
10 min
Goal:
Automatically post to an opportunity record and notify Allison Wheeler
when a sales rep wins an opportunity.
JOIN ME

• Email Templates
• Workflow Rules
• Process Builder
• Lead Automation
438

Conner McCoy
7h ago
As AW Computing continues to grow, our marketing department really needs to do
more with less! Is there any way to capture leads directly from our website? We don’t
want it to seem impersonal, so we want each person who submits their lead
information on the website to receive a thank-you email.
And depending on the region, these leads should be assigned to either the US or
EMEA sales team.
Kathy Cooper likes this.
Samir Patel
We are in serious need of some automation. This would be a great help.
Like · 55m ago
43
9
Marketing Needs Help

44
0
Automating Leads
Auto-response rules
automate responses to
the new lead.
Region: US
to US Sales
Team
Region: Other
to EMEA Sales
Team
Assignment
Rules automate
lead routing.
Web-to-lead form
Limit: 500 per 24
hour period

44
1
Preparation for Web-to-Lead
• Ensure your fields capture the information you need from the website,
and specify how they map when the lead is converted.
• Check default status, record types and lead settings.
• Create any needed queues.
• Create or activate a rule that determines HOW leads are assigned.
• Create or activate a rule to send targeted email responses.
Queues
Assignment Rules
Auto-response
Rules
Custom Fields
• Create any necessary email templates.
• Create any necessary organization-wide email addresses from which
to send auto-responses.
Email Templates
Org-wide Email
Addresses
• Enable web-to-lead.
Web-to-lead

44
2
Lead Conversion
When a lead is converted by a user, the information from the standard lead
fields is inserted into standard account and contact fields. Users can also
choose to create an opportunity based on this data, as well.
If you have custom fields on the account, contact, or opportunity objects that
you would like to capture at the lead stage, you’ll need to create these fields on
the lead and specify which object and field they will convert to.
John Smith
Acme, Inc.
Acme, Inc.
John Smith
Acme, Inc.
500 units

44
3
Mapping Custom Lead Fields
Custom lead fields should be mapped to other custom fields of the same data
type. The following field types can also be mapped to:
Lead Custom Field Account, Contact, or Opportunity Custom Field
Picklist Text (Note: Your data may become truncated if the mapped
text field is not large enough to hold the entire lead picklist
value.)
Text, Text Area Long text
Auto-number Text, text area
CLICK PATH: Setup | Platform Tools | Objects and Fields | Object Manager | Lead | Fields &
Relationships | Map Lead Fields

44
4
Queues
Queues are locations where records await processing by
assigned members. Queue members can contain any
combination of public groups, roles, roles + subordinates,
and users.
• When you create a queue, a view is automatically added to
the object’s (such as lead or case) list page.
• Members of the queue are free to accept records (such as
leads or cases) from the queue.
CLICK PATH: Setup | Administration | Users | Queues

44
5
Assignment Rules
Lead (or case) assignment rules assign leads/cases to owners based on the
criteria you specify within the rule.
New Lead
Source = Web?
Yes
No
No
Queue = US or EMEA
Sales Team
Yes
Source = Trade Show? User = Matt Wilson
Default Lead Owner

44
6
Assignment Rules (Cont.)
Each assignment rule can contain multiple entries, routing
records according to several criteria.
• Example: Assignment rule for standard use:
− Leads from the US region are assigned to the US Sales
Team queue.
− Leads from the EMEA region are assigned to the EMEA
Sales Team queue.
Only one rule can be in effect at any time.
• Example: Either the lead Assignment Rule For
Standard Use is in effect OR lead Assignment Rule
For Promotions, but both cannot be in effect at the same
time.
CLICK PATH: Setup | Platform Tools | Feature Settings | Marketing | Lead Assignment Rules

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7
8-5: Prepare Lead Fields and Create Queues
Tasks:
1. Set the default lead status to Unqualified.
2. Map a custom lead field for Region to the custom account field,
Region, which you created earlier.
3. Set up a queue for the US Sales team.
4. Set up a queue for the EMEA Sales team.
10 min
Goal:
Set the default lead status to Unqualified. Map a custom lead field for region to the
custom account field, Region, which you created earlier. Set up queues so that leads
can be routed to the correct sales teams. Since the website is currently only in
English, restrict the queues to the US and EMEA teams.
JOIN ME

44
8
8-6: Create an Assignment Rule
Tasks:
1. Create a new assignment rule and set it as active.
2. Add rule entries.
3. Create a new lead to test.
10 min
Goal:
Ensure that the salesperson who follows up with the lead is in the
same region as the person submitting the lead.
JOIN ME

44
9
Auto-Response Rules
Lead (or case) auto-response rules respond to the Web submission of leads/
cases with a specific email, based on the criteria you specify within the rule.
New Lead
Source = Web
Industry = Technology
Yes
No
No
Technology Promo Email
Yes
Source = Web
Industry is NOT Technology
General Promo Email
Default Email Template

45
0
Auto-Response Rules (Cont.)
Each auto-response rule can contain multiple entries, sending
a different email template based on the criteria you set.
• Example: Auto-response rule for Web Promotion:
− Leads from the Technology industry receive an email
response with information about our current technology industry
promotion.
− Leads from other industries, or where the industry is left
blank, receive the regular default email template.
• Only one rule can be in effect at any time.
– Example: Either the Auto-response Rule For Web Promotion
is in effect OR Auto-response Rule Standard, but both cannot be in
effect at the same time.
CLICK PATH: All Setup | Feature Settings | Marketing | Lead Auto-Response Rules

45
1
Enabling Web-to-Lead and Creating the Web Form
• When you enable web-to-lead, you specify a default lead creator, and the
email response template used when no auto-response rules apply.
• Once you have enabled the feature, you can select any field on the lead or
case object to be generated in HTML, for use on your website.
CLICK PATH: Setup | Platform Tools | Feature Settings | Marketing | Web-to-Lead

45
2
Test Your Form
• The HTML code that is generated by the
Web form can be used on any of your
company’s pre-existing Web pages to
capture information from users and
generate leads in Salesforce.
• By copying the code into Notepad or
Wordpad, and saving it with an .html file
extension, you can view and test the
generated code.

45
3
8-7: Create an Auto-Response Rule and Enable
Web-to-Lead
Tasks:
1. Create an auto-response rule.
2. Enable web-to-lead.
3. Create a new web-to-lead HTML form.
4. Save and test the form.
15 min
Goals:
Create an auto-response rule that will send appropriate email templates to web-
generated leads. Enable the web-to-lead feature and generate HTML code that will
be placed on AW Computing’s website by the Marketing webmaster. Before sending
the code to Marketing, test the code to make sure the code, the auto-assignment,
and auto-response rules all work.
JOIN ME

45
4
Order of Execution
When a user attempts to save a record, rules and processes execute in a
specific order.
Validation
Rules
Assignment
Rules
Auto-
response
Rules
Workflow
Rules
Escalation
Rules
Processes

WORK IT OUT
Scenario: Allison Wheeler is concerned that AW Computing is missing out on
renewal sales. Many Accounts are neglected once their support plan has expired.
She would like to prevent this from happening.
455
8-8: Create a Process
Goal: Design a solution to satisfy Allison’s request.
Task: Work with a partner or small group and use Process Builder to build a
solution that creates a renewal opportunity 60 days before the account’s
support plan expiration date. If time permits, test your solution.
20 min
NOTE:

45
7
Knowledge Check
1. What options are available when
setting the evaluation criteria for a workflow rule?
2. 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?
3. AW Computing wants the account owner to be notified when a high-priority case is created
for an account. How can an administrator accomplish this?
1. When a lead is converted by a user, which records are automatically created to store the
information from the
lead record?

Lesson 9: Managing the Support Process

• Describe how cases are created, managed, and resolved.
• Create a support process to meet business requirements.
• Extend Salesforce automation to the service and support environment with
web-to-case, case queues, assignment rules,
and escalation rules.
• Understand how the Lightning Service Console can streamline case
management for support users.
• Enable collaboration with case teams and case feed.
• Meet analytics requirements with support reports and dashboards that
analyze productivity and customer satisfaction.
460

• Managing and Resolving Cases
• Customizing a Support Process
• Automating Support
• Understanding the Lightning
Service Console
• Analyzing Support Data
461
In the last Lesson, you used
automation tools to help various
groups at AW Computing automate
routine tasks, eliminate human error,
and save time.
In this Lesson, you will learn how to
configure Salesforce to help the
business expand its service and
support environment.

46
2
AW Computing Expands Service
• While AW Computing has been primarily focused on its Sales organization, Noah
Larkin wants to leverage Salesforce capabilities even more in his Service and Support
organization.
• Noah’s main goals are to improve support agent productivity, reduce support costs,
and ultimately increase customer satisfaction.
• As the Administrator, you need to:
- Help support users create, manage, and resolve cases
more quickly.
- Automate support processes to meet increasing demands on the support team.

How are Cases Created?
DEFINITION:
A case is a description of a customer’s feedback, problem, or question.
Call Routing
Softphone/Open CTI
Service Console
Phone
Email-to-Case
Web-to-Case
Community
Email
Website
Cara Ng, Product
Support Specialist
463

46
4
How are Cases Managed?
Case is Created
and Assigned Identify
Resolution
Communicate Resolution
Verify
Entitlements
Rework the Case
Case is Escalated
Case is Reassigned
Resolved?
Case
Closed
YES
NO

46
5
How are Cases Resolved with Salesforce Knowledge?
Salesforce Knowledge allows
users to:
• Write, edit, publish, and
archive articles.
• Attach articles to open or
closed cases.
• Use the Articles related list on
a case to track which article version was attached to a case.
• Embed article content into the body of customer emails.
• Rate articles and provide feedback on an article’s Chatter feed.
• Organize articles using topic tags.
NOTE: All full Salesforce license users can view articles without an add-on license.

• Understanding the Lightning Service Console
466

Noah Larkin
4h ago
We need to streamline our support processes as much as possible.
We already have a process that works well for Product Support cases. However, we’d
like to create a simpler process for cases regarding Inquiries from customers.
My team’s productivity and our customers’ satisfaction are my highest priorities.
Please let me know how you can help as soon as possible.
Robin Kramer, Cara Ng, and Seema Kumar like this.
Cara Ng
With the release of so many new product lines, the number of general
inquiries have really shot up.
Like · 45m ago
46
7
Customizing Support Processes

46
8
Discovery: Support Process
NOTE: Support Processes detail the values for the Status field on cases. The case Status field
identifies the high-level point in the case lifecycle.
Closed
Working
New
Inquiry Process
Bug Fixed
Bug Logged
Working
New
Product Support
Process
Closed
Escalated
Type field:
✔ Product
✔ Shipping
✔ Warranty
✔ Other
What is your current process
for Product Support?
What should your process be
for Inquiries?
Do you need new fields or
picklist values for Inquiry
cases?

46
9
9-1: Create a Support Process
Tasks:
1. Create an Inquiry support process that includes new, working, and closed
stages.
2. Add picklist values to the standard Type field: Product, Shipping, Warranty, and
Other.
3. Create an Inquiry record type using the Inquiry Case page layout, Inquiry
support process, and the correct picklist values for the Type field.
4. Test the process by creating an inquiry case using the new Inquiry record type.
10 min
Goal:
Noah wants a support process to track new, working, and closed cases for product
inquiries. He also wants agents to specify whether the case is a product, shipping,
warranty, or other type of inquiry.
YOUR TURN

47
0
9-1: Create a Support Process (Cont.)
Record
Type
Definition Support
Process
Page Layout Enable for
Profile
Product
Support
View and edit
Product Support
cases
Product
Support
Process
Product Support
Case Layout
All
Inquiry Inquiry Record
Type
Inquiry
Process
Inquiry Case
Layout
All

471

Noah Larkin
2h ago
Our support team is spending too much time converting support requests on our
website into cases. Is there a way to automate this effort? And what are our options in
Salesforce to handle emails from customers requesting support?
Seema Kumar likes this.
Conner McCoy
Maybe something similar to Marketing’s web-to-lead setup?
Like · 12m ago
47
2
Automating Case Creation

47
3
Automating Cases
Auto-response rules automate
responses to the person who
submitted the case.
Case Type: Hardware
to Hardware Team queue
Case Type:
Feature Request
to R&D queue
Assignment
Rules automate
case routing.
Web-to-Case form
Limit: 5000 per
24 hour period

47
4
Preparation for Web-to-Case and Email-to-Case
• Ensure your fields capture the information you need from the website.
• Set the default case status.
• Create or activate a rule that determines HOW cases are assigned.
• Enable web-to-case.
Queues
Email Templates
Assignment Rules
Auto-response
Rules
Web-to-lead/case
Org-wide Email
Addresses
Custom Fields

47
5
Additional Information about Web-to-Case
• Case fields will be automatically filled in based
on data the customer enters on the website.
• Validation rules on the web form should match
those on the case object.
• Multi-select picklists allow customers to report
cases on several products at a time.
• If web-to-case generates more than 5000
cases per day, Salesforce stores additional
requests in a pending request queue that
contains both web-to-case and web-to-lead
requests.
• Support Settings must specify a Default Case
Owner and an Automated Case User.
Case
Number
00002877
Account Name
Case Subject
Case Description

47
6
What is Email-to-Case?
Email-to-case:
• Automatically creates a case from an inbound email.
• Uses the sender’s email address to associate a
contact to the case.
• Uses email content to auto-populate case fields.
• Automatically associates customer email replies,
including attachments, with the case.
• Triggers assignment, auto-response, escalation,
workflow rules and processes. Case
Number
00003781
Contact Name
Contact Email
Case Subject

CLICK PATH: Setup | Platform Tools | Feature
Settings | Service | Email-to-Case
477
How Do You Set Up Email-to-Case?
Administrators need to:
• Set the Default Case Owner and
Automated Case User
• Enable Email-to-Case.
• Enable On-Demand Service.
• Add the Emails related list to Case
page layouts.
Enable on-demand service
✔ No need for firewall.
✔ Attachment limit of 25 MB.
Enable email-to-case.

Noah Larkin
1h ago
Web-to-case and email-to-case are already saving us time! How can we automate the
routing of those incoming cases?
Also, our more experienced support agents need to take ownership of Product
Support cases that have been unresolved after four hours.
John Wiseman
Those unresolved cases are of special importance. We don’t want
customers waiting for too long without hearing back from us.
Like · 55m ago
47
8
Automating Case Management

47
9
Discovery: Case Queues
DEFINITION: A case queue is a location where case records can be routed to await processing
by a support agent.
Product Support
Tier 1 Queue
Inquiry
Queue
How do you group cases?
▪ Type of support request
▪ Product family
▪ Type of customer
▪ Type of service-level
agreement
What queues do you need?
Which agents?

48
0
Discovery: Case Assignment Rules
Assignment
Rule
Case is created
Product Support
Tier 1 Queue
Add Predefined
Case Teams?
Inquiry
Queue
Multiple rule entries:
1. Case: Record Type = Product Support
2. Case: Record Type = Inquiry
Route to Queue?
Route to
Support User?

481
What are Escalation Rules?
Administrators can:
• Choose to escalate to a queue or another user.
• Configure the rule to automatically notify a user.
• Configure rule entries to define the order, criteria, and escalation actions.
• Consider enabling early triggers in Support Settings.
DEFINITION:
An escalation rule automatically re-routes a case and/or notifies a user if the case is not dealt with,
within a certain period of time.
A red arrow indicates an
escalated case in a list
view or queue.

48
2
Discovery: Escalation Rules
Case
Maturation
Escalation
Rule
Product Support
Tier 2 Queue
Escalate to
Queue?
Escalate to
Support User?
Notify User?
Rule entry:
Case: Record Type = Product Support
Escalation action:
When Age Over = 4 hours, auto-reassign
case to Queue = Product Support Tier 2

48
3
Order of Execution
When a user attempts to save a record, rules and processes execute in a
specific order.
Validation
Rules
Assignment
Rules
Auto-
response
Rules
Workflow
Rules
Escalation
Rules
Processes

48
4
9-2: Create a Case Escalation Rule
Tasks:
1. Create a standard case escalation rule.
2. Create a rule entry and escalation action for Product Support Tier 2.
3. Set notification to the user Noah Larkin and to the case owner.
4. Verify the case escalation rule by creating a case and monitoring
case escalations.
10 min
Goal:
Noah wants the Product Support Tier 2 agents to take ownership of Product Support
cases that remain unresolved after four hours. Configure an escalation rule to meet
his request. Also, Noah wants to be automatically notified when these case
escalations occur.
JOIN ME

485

Noah Larkin
6h ago
Productivity is on the rise! Let’s take another step to increase efficiency. Currently,
when a customer calls for support, an agent gets the customer’s information in a
screen pop in the SoftPhone sidebar.
What can you set up for the agents to access the screen pop and accounts, contacts,
and cases in one screen?.
Robin Kramer and Seema Kumar like this.
Robin Kramer
I won’t have to juggle between 5 different windows anymore? Amazing!
Like · 30m ago
48
6
Understanding the Open CTI and the Lightning Service
Console

48
7
What are the Basics of Call Routing?
Phone
Brian Grey
Customer
Call Support
“Press 1 for Product Support”
“Press 2 for Inquiries”
“Press 3 for Billing Support”
Call
Routing
Brian Grey
Telephony
System
CTI
✔Caller identification
✔Account information
✔Contact information

48
8
What are the Capabilities of the Open CTI?
Support agents can:
• Receive a screen pop-up on incoming calls.
• Use integrated call control features.
• Click to dial for outbound calling.
• View automatic call logging notes and times.
Administrators can:
• Customize Open CTI layouts for inbound, outbound,
and internal calls.
• Define which record pops for an inbound call.
• Assign Open CTI layouts to users.
• Add phone numbers to call center directories.
Note: The way you implement Open CTI depends on your org’s user interface. There are separate
Open CTI APIs for Salesforce Classic and Lightning Experience.

489
What is the Lightning Service Console?
Navigation bar
with Tabs and
Subtabs
Split view
screen
Utility Bar
Object access Highlights panel

Noah Larkin
3h ago
Our agents value collaboration. They are always looking for new ways to solve cases
more quickly and to provide the most accurate responses to customers. Which
Service Cloud tools will help them?
I specifically want ideas for:
- Groups of people who work together on cases.
- Managers or account reps who want to follow and contribute to Chatter about a case
without changing case details.
Robin Kramer and Seema Kumar like this.
Cara Ng
Yelling across the aisle doesn’t work as well as it used to with support
teams all over the world.
Like · 40m ago
49
0
Collaborating in the Service Cloud

49
1
Collaborating on Cases with Case Teams
Case owners add
team members.
Administrators define
member roles.
Administrators can create
predefined case teams.
NOTE: Case Teams allow users to grant additional access to their cases and related records.
Members can be users, contacts, or predefined case teams.

492

49
3
Analyzing Support Data
How are we
performing for
escalated and
high-priority cases?
How productive
are my support
agents?
Are customers
satisfied with
our support?
How much is
each call
costing?

49
4
Using Support Reports and Dashboards
Show changes to case fields.
Customize to show:
▪ Total Open Cases by Status.
▪ Total Open Cases by Type.

49
5
Knowledge Check
1. What section of the Salesforce Console for Service and Case Feed allows users
to get up to speed quickly on the details of a case?
2. The support team at AW Computing wants to change ownership of
high-priority cases that have not been resolved after 3 hours. These
cases should be owned by Tier 2 agents. How can an administrator
meet this requirement?
3. What are the capabilities of email-to-case?

Lesson 10: Summary
• Review key areas of the course.
• Scale Salesforce to create new sales users with custom
requirements for lead process, automation, and reporting.
• Know where to go for additional resources.
• Describe how and when to extend Salesforce by using
the AppExchange.
• Develop a certification action plan.
498

Lesson 10: Summary
• Final Course Review
• Final Project Requirements
• Where to Go for More Resources
499
In the last Lesson, you leveraged what
you know to help expand
AW Computing’s service and support
environment.
In this Lesson, you will review key
concepts from the course, apply what
you know to meet custom
requirements for new sales users, and
discover available resources to help
you succeed as a Salesforce
Administrator.

50
0
The Big Picture: Setting Access at All Levels
Field (FLS)

50
1
Security and Access
User Profile
User
Record
Company Profile
UI Settings
Calendar Settings
Chatter
Affects ALL users
Affects groups of users
Affects individual users

50
2
Org-Wide Defaults vs. Role Hierarchy vs. Sharing
OWD
Role
Hierarchy
Sharing
Rules
Teams
and
Manual
Sharing
Owner, anybody above the owner
Administrator
Set Base Level of
access:
Restrict Access
Public Read/Write
Public Read Only
Private
Open up Access
(vertical access)
Open up Access
(lateral access)
If OWDs restrict objects to Private or Public Read Only:
Open up Access
(flexible)
Who can set
OWD, Role
Hierarchy, and
Sharing?

50
3
Object Access vs. Record Access
Profile object permissions
determine types of records.
Record access determines
individual records.

50
4
Page Layouts
A page layout controls the fields, sections, related
lists, and buttons that appear when users view or
edit a record. You can modify an object’s default
page layout or create new ones.
Fields: Add, remove, and move;
make Read Only or required.
Sections: Create and move.
Related Lists: Add, remove, and move,
change columns, sort records.

50
5
Record Types
Record types determine the following elements:
1. Picklist values.
2. Page layouts.
3. Business processes.
Sales Process Support Process Lead Process

50
6
Import Wizards vs. Data Loader/Dataloader.io
Comparison
If you want to . . . Import Wizards Data Loader /Dataloader.io
Import fewer than 50,000 records. ✔ ✔
Prevent duplicates when importing
new records. ✔
Choose whether or not to trigger
workflow rules and processes. ✔
Load up to 5,000,000 records (Dataloader.io limit is
100MB/file or about 500,000 to 1,000,000 records). ✔
Load objects such as products or opportunities. ✔
Schedule imports. ✔
Save mappings for later use. ✔
Export or delete data. ✔
Reasons why an import or
update may fail:
• Universally required fields
• Unique fields
• Data validation rules
• Picklist value not allowed

50
7
Find and Create Reports
Search on name or
description from
anywhere.
View what you’ve viewed,
created, or more.
Follow
Navigate by folder.

50
8
Preparation for Web-to-Lead and Web-to-Case
• Ensure your fields capture the information you need from the website.
• Check default status, record types and lead/support settings.
• Create or activate a rule that determines HOW leads/cases are
assigned.
Queues
Assignment Rules
Auto-response
Rules
Custom Fields
Email Templates
Org-wide Email
Addresses
• Enable web-to-lead / web-to-case
Web-to-Lead/Case

50
9
Assignment Rules
Lead and case assignment rules assign leads/cases to owners based on the
criteria you specify within the rule.
New Lead
Source = Web?
Yes
No
No
Queue = Telesales
Yes
Source = Other? Queue = Sales Reps
Default Lead Owner

51
0
Workflow Rules
A workflow rule sets workflow actions into motion when certain conditions are
met. Actions can take place immediately, or on a specific date, according to a
trigger.
Rule
Criteria
Time
Triggers
Evaluation
Criteria
Actions Actions
Task(s)
Email Alert(s)
Field
Update(s)
Outbound
Message(s)
Task(s)
Email Alert(s)
Field
Update(s)
Outbound
Message(s)

51
1
Process Builder
Process Builder lets you automate business
processes with multiple criteria nodes. The
following actions are supported:
• Create a record
• Update records
• Send email
• Post to Chatter
• Send custom notifications
• Use an action
• Submit for approval
• Launch a flow
• Launch a process
• Call Apex

Lesson 10: Summary
• Final Course Review
• Final Project Requirements
• Where to Go for More Resources
512

51
3
AW Computing Expands Sales
AW Computing has hired four people to work in a new
telesales department with the objective of generating new
leads for the sales teams.
They have hired three telesales reps and one telesales
director. This team will begin work in one month.
As the Administrator, you need to configure Salesforce to
support these new users.

51
4
Scenario Details
Peter Jones
Telesales Rep
Carrie Ames
Telesales Rep
Luke Pang
Telesales Rep
Mary Smith
Telesales
Director
Telesales Team will
report to the VP of
Marketing.
Telesales Team will
be based in Atlanta,
Georgia, USA.

51
5
Requirements
1. The Telesales team will need to create leads manually or by importing lists of leads.
Telesales reps should not be able to delete leads.
2. The new Telesales team should only see their own leads. However, AW Computing
Marketing and Sales should see all Leads in the system.
3. Lead Status should be marked as “Dead” if the lead will not be pursued or is created in
error.
4. Lead Source should be “Phone”
if it is created by the Telesales team.
5. Telesales needs to track the Likely Decision Date (when the lead is likely to make a
decision to purchase). This should never be a day in the past.
6. AW Computing wants to automate the rating of leads by creating a new Telesales
Rating field, which should not be visible to users who do not report to the VP of
Marketing:
Likely Decision Date
unknown
Cold
Likely Decision Date more
than 30 days away
Warm
Likely Decision Date in less
than 30 days
Hot

51
6
Requirements (Cont.)
7. AW Computing has started a new Telesales campaign where existing
customers can earn discounts by referring new customers (i.e., leads).
Ensure there is a field on the lead to track the contact that referred them
(this may be blank on some records where not applicable).
8. The Director of Telesales would like requirements 3–7 made available to the
Telesales team, so that when they create new leads they see the correct
fields, picklist values, and lead process.
7. If the Likely Decision Date has passed and the lead is not converted, a
reminder should be sent to the owner of the lead so they can modify the
Likely Decision Date or convert the lead. If nothing happens after 24 hours,
the lead should be reassigned to the Telesales Director.

51
7
Requirements (Cont.)
10.You have been provided with a list of leads to import for
the Telesales team. (Look in the Files tab)
11.The Telesales team requires a dashboard to track
the following:
• Leads by Status
• Leads by Owner
• Top 10 Leads
(Hot leads with the soonest decision date)

51
8
Build Stage
OK, now
build it!

51
9
Hints
1. Create a new profile with users and roles. (The Marketing User profile has
most of what
you need.)
2. Create a sharing rule.
3. Add a new picklist value to the Lead Status field.
4. Add a new picklist value to the Lead Source field.
5. Create a new custom date field and validation rule.
6. Create a new custom
formula field.
1. Create a new custom
lookup field.
2. Create a page layout and lead process, and assign to the Telesales profile.

Lesson Agenda
1. Salesforce Certification Overview
2. Where to Go for More Resources
520

52
1
Further Resources
http://success.salesforce.com
• New Features
• Best Practices
• Community Events
http://developer.force.com
• Tech Notes
• Developer Community
https://trailhead.salesforce.com/en
/home
• Improve your skills
• Learn Salesforce the fun way!
Solutions in Salesforce Help
• http://success.salesforce.com/ideaSearch
– Post your ideas: Suggest a new product
concept.
– Promote your ideas that you want developed.
– Discuss with product managers and other
users.
– Review future plans.
• www.appexchange.com
– Browse, review, and test-drive published
applications.

522
What is the Salesforce AppExchange?
DEFINITION: The AppExchange is an online marketplace where salesforce.com customers can
share and install apps and partners can publish apps.
CLICK PATH:
Lighting Platform (Force.com) App Menu | AppExchange

523
Extending Salesforce With the AppExchange
What might you download from the AppExchange?
▪ Analytics packages
▪ Dashboards
▪ Surveys and forms
▪ Call recording solutions
▪ Admin tools
▪ Productivity tools

© Copyright 2020 salesforce.com, inc. All
rights reserved. Various trademarks held
by their respective owners.
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What’s Next?
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