Comments Off on Summer 09 Training

Summer 09 Training

Posted July 20th, 2009 in Certified Administrator, New Releases by John Coppedge


With this release, Salesforce certified folk are only required to complete training.  No exam required! 

I believe this training is open to the public.  I was able to access it through this link, while logging in through one of my uncertified accounts. 


The Sales Cloud


Analytic Enhancements

  • Charts
    • Greater control over labels and colors
    • Donut and Funnel chart types added
    • Not automatically enabled.  When enabled, you cannot return to the old charting engine.
  • Dashboards
    • Brighter colors and additional colors added
    • Display actual amounts and percentages on graphs
  • Analytic Snapshots
    • Can now be bundled in managed and unmanaged packages
    • Schedule and running user cannot be packaged and must be configured after package installation


Automated Campaigns

  • Campaign Member
    • View/edit/delete/clone each record
    • Custom fields and page layout editor now available for campaign members (e.g. RSVP status, Food preference, etc.)
    • Workflow rules for campaign members (e.g. if RVSP “Yes” send email alert with agenda)
    • Use triggers for additional customization
    • Setup –> Customize –> Campaigns –> Campaign Members


List Views for Account and Sales Teams

  • My Sales Teams is now a filter criteria for list views on accounts and opportunities (account teams must be enabled)


Recurring Tasks

  • Can edit individual tasks, or the series
  • Must have an end date
    • Provided button to calculate max end date (based upon number of tasks created)
  • Recurrence icon on recurring tasks
  • Turned on by default (but can be turned off)
  • Outlook sync not supported for recurring tasks (planned for a future released)


Admin Enhancements

  • Platform ( Edition) profiles can now be given 10 existing CRM administrator permissions
  • Delegated data administration now possible (View All and Modify All per object) on platform profiles
  • Profile Setup Audit Trail logs changes to a profile, change author, and time of change
  • When cloning a profile, Login Hours and Login IP Ranges are now cloned as well


Content Enhancements

  • Content delivery now includes option for password protecting content
  • Administrator can set default password (org wide) for content delivery
  • Reporting for featured content and ratings
  • Creation of content packs and the presentation assembly can now be disabled (org wide)


Mobile Enhancements

  • Blackberry
    • Related list now on the detail page of a record
    • Clone existing records
    • Create links from Salesforce records to visualforce pages or web tabs
    • Improved Storm support
  • iPhone
    • List view enhancements
    • Lead conversion support
    • Calendar style browser for events
    • Products and price book support


Sharing UI Enhancements

  • Sharing administrator pages load faster
  • Customized list views



The Service Cloud


Salesforce to Salesforce Cases and Case Comments

  • Share records from one organization to another (Salesforce to Salesforce)
    • Supports cases, leads, opportunities, accounts, contacts, activities, products, opportunity products, and custom objects
  • Near real time updates
  • Includes reporting and workflow capabilities
  • Records can be shared manually or through sharing rules


Advanced Customer Portal User Management

  • Ability to disable customer and partner users (new buttons on contact record)
  • Ability to disable and an entire account’s access to customer and partner portals (new buttons on account record)
  • Portal users can now be transferred between accounts (will take on role of new account or create a role will be created if none exists)
  • Portal users can now be merged


Advanced Case Workflow

  • Workflow rules can now be created when comments are added to cases
    (notice that case is now selectable when creating a workflow rule on case comment)


The Custom Cloud Sites

  • Publish VisualForce pages to branded domains entirely through the platform.
  • Sites is now live!


Organization-Wide Email Addresses

  • Generic from email address and name
  • Specify which profiles can send from each org wide address
  • When sending an email, users select the email from the “from” address
    • Can only be used when sending a single email (no mass email support, no workflow rules support!)
    • Email address must be verified (activation link sent to address)


Workflow Process Visualizer

  • Graphical representation of approval process (BETA)
  • Read only representation


Visualforce Enhancements

  • Ability to add visualforce page as a dashboard component
    • Will display information based on the user logged in, not the running user
  • Ability to use visualforce pages as custom help
    (when users click this link) 


e App Builder Enhancements

  • TEXT() function support for picklists in formulas and workflow field updates
  • INCLUDES(), ISNULL(), PRIORVALUE(), and ISCHANGED() support for multi-select picklists
  • Support for encoding functions in formuals: HTMLENCODE, JSENCODE, JSINHTMLCODE, URLCODE
  • Managed package versioning and deprecation support
Comments Off on Marketing Administration

Marketing Administration

Posted December 10th, 2008 in Certified Administrator by John Coppedge

Define a Campaign


A campaign is salesforce’s method of tracking marketing initiatives.  Leads and contacts can be added to marketing campaigns, which can then be used to track response rates, ROI, and other statistics.


Describe when to use Campaign Hierarchies

Campaign Hierarchies should be used when one campaign is a part of another.  Let’s say that you’re marketing a new product called Widget G, and you had a print and electronic marketing campaign for this new product.  You could create the below hierarchy and then track both with the parent campaign.

  • Widget G
    • Print
    • Electronic

See “Setting up a Campaign Hierarchy”.  Max of 5 levels of hierarchy.

Rolled up fields:

  • Total Num Sent in Hierarchy
  • Total Expected Revenue in Hierarchy
  • Total Budgeted Cost in Hierarchy
  • Total Actual Cost in Hierarchy
  • Total Leads in Hierarchy
  • Total Converted Leads in Hierarchy
  • Total Contacts in Hierarchy
  • Total Opportunities in Hierarchy
  • Total Won Opportunities in Hierarchy
  • Total Value Won Opportunities in Hierarchy
  • Total Value Opportunities in Hierarchy
  • Total Responses in Hierarchy

To enable campaign hierarchies, add Parent Campaign to the page layout and enable the campaign hierarchy statistics fields.  I also had to change the field-level security to visible for most of these formula fields, although this was not stated in the documentation.


Create a Campaign targeting both existing customers and new Leads

Create a campaign.  Click Manage Members.  Add both member types.  Alternatively you can add each contact/lead individually by clicking on that person and manually associating them with the campaign (the related list must be added to the page layout for both objects).


List the methods to associate Leads and Contacts to a Campaign

  • A report of existing leads or contacts
    • Run report of contacts/leads.  Click “Add to Campaign”.
  • A list view of existing leads or contacts
    • Campaign –> Manage Members –> Add Members – Existing (Contacts/Leads)
  • An individual lead or contact record
    • Click add from the Campaign related list
  • Campaign –> Manage Members –> Add Members – Import File (will create new leads and associate them with the campaign)


Describe how to use Lead Queues to manage Leads

Use lead assignment rules to forward leads to the correct queue.  A queue would be a group of users that would handle a particular set of leads.  In this example the lead queue is based upon region:



Describe how to use a Lead Assignment Rule to assign and route Leads

The above example is good.  The rules are processed in order, and if none of the rules are met then the lead is sent to the default lead owner.  Naturally “Assign To” can be different users/queues.


Describe the use cases for Web-to-Lead

Any time an online contact form is used for a sales-resulting form would be appropriate.  For instance, a contact us page where a sales person will call the prospect.  There are plenty more use cases… essentially anything where the person filling out the form would be considered a lead in salesforce is an appropriate use.


Describe the functionality of a Lead Auto-Response Rule

Lead auto-response rules allow you to determine what response email is sent to the website submitter.  For instance if you have many contact us pages- one for the US and one for each additional country served- each of theses pages may have a different email response.  These work in the same fashion as assignment rules- follow rules in order and if none met use default.


Build a Lead Queue, Assignment Rule, Web-to-Lead, and corresponding Auto-Response Rule

  1. Create lead queue
  2. Set lead defaults (if no rules met)
  3. Create assignment rule
  4. Create web-to-lead form
  5. Create auto-response rule mimicking assignment rule


Measure Campaign results

Results can be measured by:

  • Individual campaign detail page.
    • Campaign detail page of top-level campaign can show the statistics for the campaign hierarchy (requires that the fields be enabled and added to the page layout).
  • All of these details can be pulled through both canned and custom reports.


  • Total Responses
  • Total Leads
  • Converted Leads
  • Total Contacts
  • Num Total Opportunities
  • Num Won Opportunities
  • Total Value Opportunities
  • Total Value Won Opportunities

And all of the hierarchy measurements:

  • Total Responses in Hierarchy
  • Total Opportunities in Hierarchy
  • Total Leads in Hierarchy
  • Total Won Opportunities in Hierarchy
  • Total Converted Leads in Hierarchy
  • Total Value Opportunities in Hierarchy
  • Total Contacts in Hierarchy
  • Total Value Won Opportunities in Hierarchy
  • Total Num Sent in Hierarchy
  • Total Actual Cost in Hierarchy
  • Total Expected Revenue in Hierarchy
  • Total Budgeted Cost in Hierarchy


Describe the process and effects of converting a Lead

When you convert a lead:

  1. An account is created with the lead’s company information
  2. A contact is created with the lead’s contact information and is linked to the new account and the campaign the was associated with
  3. An opportunity is created with the lead’s information (including the campaign source field) and linked to the account (end of quarter set as close date, first selection of stage automatically selected)