Salesforce Administrator presentation ppt

Administration Essentials for New Admins in
Lightning Experience
(ADX201)

Dilsha Khan
Salesforce Admin
dilshaakhan777@gmail.com

myTrailhead
Reinvent Learning and enablement at your company
Scale employee onboarding
Supercharge productivity
Increase Salesforce adoption
Cultivate company culture
Create integrated learning journeys

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.
2 comments · 8 views
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
Record (Role Hierarchy, Sharing)
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 likes this.
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

• Working with Record Types and
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

Salesforce Administrator presentation ppt

Salesforce Administrator presentation ppt

Empfohlen

Empfohlen

Weitere ähnliche Inhalte

Ähnlich wie Salesforce Administrator presentation ppt

Ähnlich wie Salesforce Administrator presentation ppt (20)

Kürzlich hochgeladen

Kürzlich hochgeladen (20)

Salesforce Administrator presentation ppt