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54 views159 pages

Collaboration

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Alberto Einstein

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Available Formats

Download as PDF, TXT or read online on Scribd

You are on page 1/ 159

Salesforce.

com: Winter ’14

Collaborate with Everyone

Last updated: January 4, 2014

© Copyright 2000–2013 salesforce.com, inc. All rights reserved. Salesforce.com is a registered trademark of salesforce.com, inc., as are other
names and marks. Other marks appearing herein may be trademarks of their respective owners.
Table of Contents

Table of Contents

Collaborate with Everyone....................................................................................................................1

Welcome, Collaboration Tool Users.........................................................................................................................................1
Collaborate within Your Company...........................................................................................................................................1
Collaborate with Partners and Customers.............................................................................................................................134
Other Resources....................................................................................................................................................................148

Index...............................................................................................................................................151

i
COLLABORATE WITH EVERYONE

Welcome, Collaboration Tool Users

No man is an island, even in Salesforce. Complete tasks quickly and efficiently by collaborating with people either inside or
outside of your organization.
Refer to this documentation for information on collaboration tools like Chatter, Salesforce CRM Content, and even documents.
There’s no limit to what you can accomplish with others—figure out the best way to do it here.

Collaborate within Your Company

Share Updates with People (Chatter)

Chatter Overview
Chatter is a Salesforce collaboration application that helps you connect with people and share business information securely
and in real time.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Use Chatter features like feeds, profiles, groups, and more to share information, collaborate, and keep up with the latest updates
in your company.
Chatter works in accordance with all of the security and permission settings in your Salesforce organization. Chatter is enabled
by default for organizations created after June 22, 2010. For existing organizations, your administrator must enable Chatter.
You can access the Chatter app in the app menu in the top right corner of any page. If your administrator added Chatter tabs
to other apps and you previously customized your display, you need to add the tabs manually.
Some third-party Web browser plug-ins and extensions can interfere with the functionality of Chatter. If you experience
malfunctions or inconsistent behavior with Chatter, disable all of the Web browser's plug-ins and extensions and try again.
Chatter is not supported:

• Using Microsoft® Internet Explorer version 6.0

• For external users in Customer Portals or partner portals
• In the Console tab

Additionally we reserve the right to enforce limits on:

• The length of time that posts, comments, and tracked field changes are stored on the Salesforce servers.
• The number of posts, comments, and tracked field changes available in the Chatter feed. Currently tracked fields without
likes or comments are removed from the feed after 45 days.
• The number of email notifications that can be sent per organization per hour.

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Collaborate with Everyone Share Updates with People (Chatter)

These limits are subject to change at any time. Contact salesforce.com for more information.

Get Started with Chatter

Chatter Tab Overview
The Chatter tab is your collaboration home base and gives you instant access to most of the collaboration features in Chatter.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

From the Chatter tab you can:

• Make a post that’s shared with people who follow you, or comment on someone else’s post.
• Like posts or comments to show your support.
• Share a post to your profile or to a group, or send a link to the post to other Chatter users in an email or instant message.
• View, filter, and sort your feed on the left side to view posts from people and records you follow and groups you’re a member
of, posts that mention you, posts you bookmarked, or all posts from your company.
• Search the feed to quickly find information in the feed posts and comments on the Chatter tab.
• Bookmark a post to keep track of future comments on the post, or to remember to follow up on the post later.
• Add topics to a post to categorize the post and give it more visibility.
• Access your people, groups, files, and topics lists.
• View or update your profile, such as your profile photo or your contact information.
• Read or send private messages that are only visible to certain people.
• Access your favorites to see the latest posts and comments for your favorite topics, list views, and Chatter feed searches.
• View your recommendations for people, groups, files, and records that closely relate to your job and interests.
• View trending topics that people are discussing in Chatter right now.
• Invite people to join your Chatter network if they don't have Salesforce licenses to use Chatter.

Chatter Desktop
Chatter Desktop Overview

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Chatter Desktop is a free desktop application that lets you collaborate in Chatter without a browser. Use Chatter Desktop to
post and comment in Chatter, and receive updates about your groups and the people, records, and files you follow. Chatter
Desktop also supports chat, private Chatter messages, and displays Chatter updates and private messages as popup notifications
in your Windows taskbar or Mac OS X Dock.

Note: Customer users can install and use Chatter Desktop but can’t access all of its functionality. For example,
customer users can’t follow users or records, chat, or access administration options.

Installing Chatter Desktop

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

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Collaborate with Everyone Share Updates with People (Chatter)

Salesforce.com provides two Chatter Desktop installers: a standard version for individual installations and a managed version
for enterprise deployments.
The following are the minimum requirements for using Chatter Desktop:

• Windows

◊ 2.33GHz or faster x86-compatible processor, or Intel Atom™ 1.6GHz or faster processor for netbook devices
◊ Microsoft® Windows® XP, Windows Server® 2003, Windows Server 2008, Windows Vista® Home Premium, Business,
Ultimate, or Enterprise (including 64 bit editions) with Service Pack 2, or Windows 7
◊ 512MB of RAM (1GB recommended)

• Mac

◊ Intel® Core™ Duo 1.83GHz or faster processor

◊ Mac OS X v 10.5, 10.6, or v10.7
◊ 512MB of RAM (1GB recommended)

Important: Chatter Desktop uses Adobe® Integrated Runtime (AIR®), Adobe's cross-platform runtime environment
for desktop applications, and only runs on operating systems that Adobe AIR supports. Chatter Desktop does not
run on operating systems that Adobe AIR does not support, such as 64-bit Linux. See the Adobe website for
information on Adobe AIR.

The standard version:

• Requires administrator privileges on your machine

• Doesn’t require administrator privileges in Salesforce
• Automatically installs the required version of Adobe® Integrated Runtime (AIR®)
• Requires acceptance of an end user license agreement the first time Chatter Desktop launches
• Posts “Installed Chatter Desktop” to Chatter the first time Chatter Desktop launches
• Periodically checks Salesforce for new versions

To install the standard version:

1. From Setup, click Desktop Integration > Chatter Desktop.

2. Click the Download Now badge.
3. Follow the on-screen instructions.

Note: Administrators can disable the Chatter Desktop download page and block users from accessing Chatter
Desktop.

Important: Chatter Desktop uses Adobe® Acrobat® Reader to preview PDF files. Before previewing files with
Chatter Desktop, download Adobe Acrobat from Adobe's website, install it, and open it at least once to complete
the installation.

Connecting Chatter Desktop

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

If you have multiple Salesforce or Chatter logins, create a connection for each login. The connection lets Chatter Desktop
access the Chatter data you can access with that login on the Web.

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1. Click and select Settings.

2. In the Connections section, enter a name for the connection and the URL from which you log in. The URL must begin
with https:// and end with salesforce.com or chatter.com. For example, if your organization has a European
division that you log into from https://emea.salesforce.com, enter that URL and name the connection Europe.
By default, Chatter Desktop connects to your main instance of Salesforce (Production) or your Force.com sandbox.
3. Click Authorize and follow the on-screen instructions to authorize Chatter Desktop to connect using the login.

Use the radio buttons on the Settings screen to specify a default connection. To quickly switch connections while using Chatter

Desktop, click , select Switch Connection, and choose the connection.

Note: You can create multiple connections, but Chatter Desktop can log into only one connection at a time. You
cannot use Chatter Desktop to display data from multiple connections simultaneously.

Configuring Chatter Desktop

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

The default Chatter Desktop configuration is appropriate for most users, but several Chatter Desktop settings are configurable.

To access Chatter Desktop settings, click and select Settings. From the Settings screen, you can:

• Configure Chatter Desktop to launch when you start your computer.

• Configure Chatter Desktop to minimize when you close it.
• Turn popup notifications on or off. Popup notifications are enabled by default.
• Manage alerts for new feed posts and comments (advanced settings).
• Configure Chatter Desktop to always display in the foreground (advanced settings).
• Move the chat window to the foreground when you receive a new message.
• Play sounds when someone starts a new chat with you, or play a sound for every chat message when a chat is minimized
or out of focus (for example, if you have multiple chats or are using another application).
• Edit your connections.

See Also:
Troubleshooting Chatter Desktop

Troubleshooting Chatter Desktop

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Chatter Desktop uses Adobe® Integrated Runtime (AIR®), so see the following table for solutions to common AIR-related
issues if you need to troubleshoot Chatter Desktop. Use the Adobe® knowledge base if the table does not have the answers
you need.

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Collaborate with Everyone Share Updates with People (Chatter)

Problem Solution
Chatter Desktop installation fails. Change your default browser to another application and then
back to your preferred browser. This ensures that your
operating system opens the Chatter Desktop installation files
correctly.
Chatter Desktop on Linux freezes, presents an empty window, Try the following:
does not save your password, or malfunctions in another way. • If using the managed installation, verify the
.chatterdesktop file is well-formed and valid XML.
• If using the managed installation, verify the URLs in the
.chatterdesktop file are valid, and that each URL
begins with https:// and ends with salesforce.com.
• Troubleshoot your Encrypted Local Storage (ELS)
keystore. See
http://kb2.adobe.com/cps/492/cpsid_49267.html.

Chatter Desktop does not preview PDF files. Chatter Desktop uses Adobe® Acrobat® Reader to preview
PDF files. Before previewing files with Chatter Desktop,
download Adobe Acrobat from Adobe's website, install it,
and open it at least once to complete the installation.
Photos with comments do not refresh. Click the sync icon.

Disabling Chatter Desktop Remotely

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

If the computer on which you installed Chatter Desktop is stolen or lost, you can block Chatter Desktop from accessing your
Salesforce data.

1. At the top of any Salesforce page, click the down arrow next to your name. From the menu under your name, select Setup
or My Settings—whichever one appears.
2. From the left pane, select one of the following:

• If you clicked Setup, select My Personal Information > Personal Information.

• If you clicked My Settings, select Personal > Advanced User Details.

3. Click Revoke next to Chatter Desktop in the Remote Access section.

See Also:
Troubleshooting Chatter Desktop

Chatter Desktop Releases

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

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Collaborate with Everyone Share Updates with People (Chatter)

This table describes the updates in each Chatter Desktop release.

Version Updates
3.2 • Configure desktop alerts for new feed posts and comments
• Configure Chatter Desktop to always display in the
foreground
• Delete feed posts if you have access
• Post in all public groups
• Scrolling and active links supported in group descriptions
• Miscellaneous bug fixes including negative counts and
names displayed twice in likes and broken hash tag topic
links.

3.1.1 • Installer certificate update

3.1 • Attach files to comments

• View your chat list sorted by first name
• View the last activity date for your groups
• View multiple chats more easily
• Sort your chat favorites by people’s availability
• See improved icons for your Chatter feed and dragging
and dropping files to your posts

3.0 • Chat with one or more people in your organization

• Like comments
• View a list of people who like a post or comment
• View files attached to comments
• View dashboard snapshots
• View shared messages
• Several miscellaneous bug fixes, including feed
improvements using new components and an issue that
prevented adding an @mention after a #topic

2.1 • Support for customer users

• Support for private Chatter messages
• Miscellaneous bug fixes, including an issue with popup
notifications stealing OS focus

2.0 • A new user interface and visual design

• View records

1.3.3 • Global search for @mentions

• Create new instances on the Login screen
• Switch and authenticate instances without restarting
• Miscellaneous bug fixes, including an issue that generated
empty notifications and an issue with the installer

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Collaborate with Everyone Share Updates with People (Chatter)

1.3.2 • An intermediate build to accommodate changes to Adobe

AIR. Chatter Desktop immediately performs an additional
update after 1.3.2 installs.

1.2.1 • Locale fixes for Norwegian, Danish, Finnish and Dutch

1.2.0 • User and group details

• Links to indicate you like a post
• @mentions, which render in feeds and link to the
mentioned user's profile
• #topics, which render in feeds and link to search results in
your browser
• Auto-complete for @mentions and #topics
• Performance improvements including image caching
• Norwegian language support
• Miscellaneous bug fixes

1.1.1 • Updated for use with chatter.com

• Minor bug fixes

1.1.0 • Click files to preview them

• Select the To:Me tab to see posts directed to you
• Click groups and users to view their walls
• Write on the walls of groups and users

1.0.7 • Photo loading issue resolved

1.0.6 • Performance optimizations for people and groups

• Release of Chatter Desktop managed version

1.0.5 • An option to log into your Developer Sandbox

• Performance optimizations
• Korean locale fixes

The People and Records You Auto-Follow Initially

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Starting in June 2010, when your administrator initially turns on Chatter, we help get you started by automatically following
certain users and records in your organization. Who and what you auto-follow differ based on the size of your organization:

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Collaborate with Everyone Share Updates with People (Chatter)

If Your Organization Users You Follow Records You Follow

Has:
15 users or fewer All users in your organization Up to 25 of your most recently used records, in the
following order:
1. Open opportunities you own
2. Accounts you own
3. Open cases you own
4. Contacts you own
5. Open opportunities you created
6. Accounts you created
7. Open cases you created
8. Contacts you created
9. Open opportunities you last modified
10. Accounts you last modified
11. Open cases you last modified
12. Contacts you last modified
13. Open opportunities you viewed
14. Accounts you viewed
15. Open cases you viewed
16. Contacts you viewed

16 or more users Up to 25 users in your organization, Up to 25 of your most recently used records, in the
including (if available): following order:
• Your manager 1. Open opportunities you own
• Users that report to your manager 2. Accounts you own
• Your subordinates 3. Open cases you own
• Teammates on your account teams 4. Contacts you own
• Teammates on your opportunity 5. Open opportunities you created
teams 6. Accounts you created
7. Open cases you created
8. Contacts you created
9. Open opportunities you last modified
10. Accounts you last modified
11. Open cases you last modified
12. Contacts you last modified
13. Open opportunities you viewed
14. Accounts you viewed
15. Open cases you viewed
16. Contacts you viewed

Note: The auto-follow setting for records only applies to the records that already exist at the time your administrator
turns on Chatter. For any future records you create, auto-follow is disabled by default to reduce the number of updates

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Collaborate with Everyone Share Updates with People (Chatter)

you receive in your Chatter feed. However, if you want to receive updates on all future records you create, you can
enable auto-follow in your personal settings.

See Also:
People Recommendations
Record Recommendations
Automatically Following Records You Own

Liking Posts and Comments

Like posts or comments to show your support and receive email notifications if others comment on that post.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Below a post or comment, click Like.

After you click Like on a post, you receive email notifications if others comment on that post. If you click Like on a comment,
only the user who posted the comment receives an email notification, but you receive an email notification for any subsequent
comments.
• To stop liking a post or a comment, click Unlike. When you stop liking a post or a comment, you don’t receive email
notifications for subsequent comments or likes.
• View the profiles of others who have liked a post by clicking their name at the bottom of the post or comment, for example,
“John Smith likes this.”
• If more than three people like a post, click the link to see the full list; for example, “You, John Smith, and 2 others like
this.” From that list, you can follow or stop following people.
• Likes on comments show how many people have liked the comment, for example, “1 person” or “7 people”. To see their
names, click the link.

See Also:
Configuring Chatter Email Notifications and Digests

Replying to Chatter Email Notifications

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

When you receive certain email notifications, you can conveniently perform some actions by replying directly from your email.
You can reply to the types of email listed in the table, or any notification that displays a From address of
reply@chatter.salesforce.com.

Note: To reply to email notifications, your administrator must enable email replies for your organization.

Action Type of Email Text to Include in Your Reply Limits

Bookmark a post Someone posted to your bookmark N/A
profile or a group, mentioned

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Action Type of Email Text to Include in Your Reply Limits

you in a post, or shared your
post
Comment on a post Someone posted, commented The text of your comment 1,000 characters maximum.
on your post, also commented Replies that exceed the limit
after you, or mentioned you in are truncated to the first 1,000
a post or comment characters.
Follow someone Someone posted, commented follow N/A
on your post, also commented
after you, or mentioned you in
a post or comment
Like a comment Someone commented on your like or +1 N/A
post or also commented after
you
Like a post Someone posted to your like or +1 N/A
profile or a group, mentioned
you in a post, or shared your
post
Respond to a Chatter message Someone sent you a message The text of your response 10,000 characters maximum.
Replies that exceed the limit
are truncated to the first
10,000 characters.
Unfollow someone Someone posted, commented unfollow N/A
on your post, also commented
after you, or mentioned you in
a post or comment
Unlike a post Someone posted, commented unlike or –1 N/A
on your post, or also
commented after you on a post
that you previously liked

Consider these tips when sending email replies.

• Replies must be sent from the email address specified on your profile. If you use email aliases or email forwarding services
that send replies from a different email address, your replies won't be processed.
• Replies to bookmark, like or unlike, and follow or unfollow must contain only the single word or exact text, such as like
(case insensitive) or +1. If you include extra white spaces or the original message that some email applications automatically
include, we ignore them and process the reply as a like, bookmark, etc. However, if you include any other text in the body,
such as Like! or Like this?, we process your reply as a comment rather than a like, bookmark, etc.
• If replies contain your personal email signature, the signature text is treated as part of your comment. Default signatures
inserted by mobile devices, such as Sent from my iPhone, are automatically removed from replies. Before replying,
delete custom signatures and any extra text you don't want posted to Chatter.
• Attachments in replies are ignored.
• Before replying, check the email address that displays in the To field of your email. Valid addresses contain tokens, or long
character strings, both before and after the @ symbol, such as
w8t27apy1@j321imd9gbs.d8rx.d.chatter.na1.salesforce.com. Some email applications may automatically

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Collaborate with Everyone Share Updates with People (Chatter)

use the From address from the original email, reply@chatter.salesforce.com, which is not a valid address for
receiving replies. If you see this shortened address in the To field of your reply email, replace it with the valid reply-to
address in the email header information. For example, in an application such as IBM® Lotus Notes®:

1. Open the original email.

2. Click View > Show > Page Source.
3. In the Reply-To section, copy the email address that looks like:
w8t27apy1@j321imd9gbs.d8rx.d.chatter.na1.salesforce.com.
4. Paste the reply-to address in the To field of your reply email.

Configuring Chatter Email Notifications and Digests

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Chatter can email you every time someone follows you, posts to your profile or groups, and more. You can also receive daily
or weekly user and group email digests. User digests include the updates you see in your own Chatter feed, such as updates
about the people, records, and files you follow and your groups. Group digests include the updates you see in a particular
group’s Chatter feed, and are configurable on a group-by-group basis.

Note: To receive Chatter email notifications and digests, your administrator must enable email notifications for your
organization.

To configure your Chatter email settings:

• If you clicked Setup, select My Chatter Setting > Chatter Email Settings.
• If you clicked My Settings, select Chatter > Email Notifications.

3. Select Receive emails to receive Chatter email.

Warning: Deselecting this option prevents you from receiving all Chatter email notifications.

4. Select the types of Chatter email you want to receive.

5. Click Save.

Consider these email notification tips.

• When configuring your user and group digests, specify whether you want to receive each digest daily or weekly. Daily
digests include the 50 latest posts from the previous day while weekly digests include the 50 latest posts from the week.
Both include the three latest comments on each post. Alternatively, when configuring group digests, you can choose to
receive an email every time someone posts to the group.

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Note: In Communities, the Email on Each Post option is disabled once a group exceeds 10,000 members.
All members who had this option selected are automatically switched to Daily Digests.

• Chatter sends daily digests at approximately 12:00 a.m. every day, and weekly digests at approximately 12:00 a.m. on
Sunday. For user digests, the time is according to the user's time zone. For group digests, the time is according to the
organization's time zone.
• If you configure Chatter to send digests but you don't receive any, it's likely that the people and items you're following
have no new updates.
• Whenever you join or are added to a group, you don't receive email notifications initially because they're turned off by
default. You can use Set default frequency for groups I join: to choose how often you want to receive
emails when joining new groups. Changing the default frequency doesn't affect the groups you already belong to.

Note: If your organization existed prior to the Summer '11 release and is a Professional, Enterprise, Unlimited,
Performance, or Developer Edition organization, you may still be receiving daily digests by default.

• Group members don’t receive email notifications when a Chatter group they own, manage, or belong to is archived or
activated. Members are notified by email when someone comments on their post, or a post they’ve contributed to, in an
archived group.
• If you select Comments on a post on my profile, you don't receive a notification when someone comments on
changes an administrator makes to your profile.
• If you select Comments after me or Comments on an item I like, you receive email notifications for up to 10
comments after yours. Commenting again later in the post resets the count and allows you to receive email notifications
for up to another 10 subsequent comments.
• If you select Sends me a message, you receive email notifications when people send you Chatter messages, including
notifications about files that have been shared with you.
• Chatter limits the number of email notifications an organization can send each hour. These limits are subject to change.
• User email digests are not supported in Communities.

See Also:
Sending Chatter Messages
Sharing Files with People

What do “company” and “organization” mean in Chatter?

An organization is a single deployment of Salesforce with a defined set of licensed users who may or may not use Chatter.
The words “company” and “organization” are used interchangeably in Chatter. So for example, if you see “share a file with all
Chatter users in your company,” it means you're sharing with everyone in a specific Salesforce organization who uses Chatter.

Work with Feeds

Feeds Overview
Chatter feeds show you posts and comments you and other people make, as well as record updates across your Salesforce
organization.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Watch a Demo: Getting the Most Out of Chatter Feeds (2:32 minutes)
You must follow people and records to see their updates in your Chatter feeds. Chatter feeds display on profiles, groups, the
Home tab, topic detail pages, and on record detail pages.
Record updates, also called system-generated posts, are updates that Salesforce automatically generates when someone creates
a new record or changes a tracked field on a record. For example, you’re following the Acme account, and the account executive
for Acme creates a new opportunity. Later, the account executive also changes a tracked field on the Acme account. In both
cases, Salesforce automatically generates an update about each change and posts the updates in your Chatter feed and the feed
on the Acme account detail page. The Fewer Updates filter hides these system-generated posts in your feed, unless someone
has commented on the posts. If you want to see the system-generated posts, select the All Updates filter.
The record updates you see depend on how your administrator has configured feed tracking. Sharing rules and field-level
security determine the record changes you see in Chatter feeds. For example, if you don’t have access to a record, you don’t
see any updates for that record. Typically, you see feed updates for:

• Record field changes, like changes to record owner and closed opportunities and cases
• Tasks and events
• Converted leads
• Chatter feed comments and posts
• Shared files and links
• Posts, comments, and files on Chatter groups you're a member of

Tracked feed updates that are older than 45 days and have no likes or comments are deleted automatically.

Viewing a Particular Feed

Change your Chatter feed to display a particular subset of posts.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

By default, you see your What I Follow feed when you go to your Chatter page. Use the feed selections on the left sidebar of
the Chatter page to display a subset of posts in your feed, like only posts that mention you, or posts you bookmarked, or all
posts in your company.

1. Click Feed to see the available feeds.

2. Click a feed to display the associated subset of posts in your feed.

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What I Follow
Displays updates for everything you follow, including posts from people you follow, groups you are a member of,
and files and records you’re following. Use the drop-down list at the top of your feed to further narrow the subset of
posts.

To Me
Displays posts others make on your profile page and posts and comments where you have been mentioned.

Bookmarked
Displays your bookmarked posts in your feed.

All Company
Displays posts and comments from your entire company. This includes posts and comments from:
• People in your company
• Public groups
• Private groups you are a member of
• Feed tracked changes for records and fields and system-generated posts, if someone liked or commented on the
post. You must have access to the record to see the post.

Filtering and Sorting Feeds

Salesforce provides various filters and sorting for your feed.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Filtering and sorting your feed is useful when you want to view a particular set of posts instead of all posts in your feed.

Filtering Your Feed

Use filters to condense the number of posts that appear in your feed.
Sorting Your Feed
Sort your feed by most recent posts or by most recent comments.
Available Feed Filters per Feed
The feed filter options vary, depending on which feed you’re viewing. Not all filters are available on all feeds.

Filtering Your Feed

Use filters to condense the number of posts that appear in your feed.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Filter your feed on the Chatter page, your profile, group pages, record detail, and search result pages. Not all filters are available
on all feeds.

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• Above a feed, click next to Show and select a filter option.

All Updates (Default)
Shows all posts and comments from people and records you follow, posts from groups you’re a member of, and all
system-generated posts.

Fewer Updates
◊ Shows all posts and comments from people and records you follow and groups you’re a member of
◊ Hides system-generated posts from records that nobody has commented on

People
Shows only the posts and comments from people you follow.

Groups
Shows only the posts in groups you’re a member of.

Files
Shows posts that include:
◊ Files you follow
◊ File posts that someone you follow has commented on

Note: Depending on how your administrator has set up your Salesforce application, you may see additional filters
to the ones described here.

For example, your What I Follow feed shows posts from all people and records you follow, and groups you’re a member of.
If you select the People filter, your feed only shows posts from people you follow instead of all posts.

See Also:
Available Feed Filters per Feed

Sorting Your Feed

Sort your feed by most recent posts or by most recent comments.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

1. Above a feed, click next to Show.

2. Below Sort By, select Post Date to sort by most recent posts, or Most Recent Activity to sort by posts with the most
recent comments, including polls with new comments.
Your feed is sorted by Most Recent Activity by default. You can toggle between sorting by Post Date and Most Recent
Activity at any time.

For example, let’s say you’re following many people and records and bookmarked the posts you’re interested in. At the end of
your work day, you want to know whether there are any updates for your bookmarked posts. You click Bookmarked to view

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all your bookmarked posts and then sort the posts using the Most Recent Activity filter. The posts are listed in the order of
recent comments, starting with the post that has the latest comment.

Available Feed Filters per Feed

The feed filter options vary, depending on which feed you’re viewing. Not all filters are available on all feeds.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Feed Available Filters

What I Follow • All Updates
• Fewer Updates
• People
• Groups
• Files
• Sort By Most Recent Activity/Post Date

To Me • Sort By Most Recent Activity/Post Date

Bookmarked • Sort By Most Recent Activity/Post Date

All Company • Sort By Most Recent Activity/Post Date

Group • All Updates

• Fewer Updates
• Sort By Most Recent Activity/Post Date

Profile • Sort By Most Recent Activity/Post Date

Record • All Updates

• Fewer Updates
• Sort By Most Recent Activity/Post Date

Search • All Updates

• Fewer Updates
• People
• Groups
• Files
• Sort By Most Recent Activity/Post Date

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Note: Depending on how your administrator has set up your Salesforce application, you may see additional filters
to the ones described here.

See Also:
Filtering Your Feed
Sorting Your Feed

Feeds FAQs
I see updates to private groups in my profile feed. Who else can see these updates?
Only the members of a private group can see updates to that group, even on your profile feed.

See Also:
Post Visibility

Can I see a list of records and people I'm following?

To see people and records you follow, view the Following list on your profile and filter the results by user or by an object type.
You can also see a list of people following you in the Followers list on your profile.

Why do I only see certain people and records in my Chatter feed?

You only see updates by people and records that you follow. Follow more records and people to see more updates in your
Chatter feed on your Home tab and Chatter tab. Click People on the Chatter tab to find a list of people in your organization
to follow or unfollow.

See Also:
The People and Records You Auto-Follow Initially

Bookmark Posts
Bookmarks Overview
Bookmarking lets you keep track of individual posts you’re interested in.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

After you bookmarked a post, you can quickly find it using the Bookmarked feed on the left sidebar. The Bookmarked feed
shows you only the posts you bookmarked.
When someone comments on a post you bookmarked, you receive an email notification. Email notifications for bookmarks
are enabled by default, but you can change your email notifications in your Chatter Email Settings.

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Bookmarks are private and other users can’t see which posts you bookmark. There is no limit on the number of bookmarks
you can add. When you are no longer interested in a post you saved, you can remove the bookmark and the post no longer
appears in your saved posts when you click Bookmarked.

See Also:
Liking Posts and Comments
Viewing a Particular Feed

Bookmarking a Post
Bookmarking a post lets you keep track of posts you’re interested in.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

1. Click at the top right corner of the post you want to bookmark to expand the drop-down menu.
2. Click Bookmark.
The bookmark icon ( ) displays next to the post to indicate that you successfully saved the post to your bookmarks.

Click Feed > Bookmarked on the Chatter sidebar to see your saved posts in your feed.
There is no limit for the number of bookmarks. You can add as many bookmarks as you like.

Viewing Your Recommendations

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Chatter provides recommendations to help you identify the people, groups, files, and records that closely relate to your job
and interests. The more recommendations you accept, the more updates you see in your feed.

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Collaborate with Everyone Share Updates with People (Chatter)

• Click Follow next to the person, record, or file you want to follow.
• Click Join to become a group member.
• Click to dismiss a recommendation.
• Click More to display the Recommendations page where you can use the side filters to narrow your recommendations to
people, files, records, or groups.

Find Information in Feeds

Searching in Feeds
Quickly find information in posts and comments across Chatter.

• Use the header search box (Global Search) to find information in feeds across Chatter.
•
To find information in a specific Chatter feed, use feed search ( ) in that context.
• To create a quick shortcut to a frequently performed search in Chatter, save a feed search as a favorite and click the favorite
link from the Chatter page.

Chatter Feed Search Results

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Watch a Demo: Using Smart Search (2:12 minutes)

Search results for Chatter feeds display posts and comments that include your search terms.
Chatter feed searches aren’t affected by your search scope; Chatter feed search results include matches across all objects.

Note: Changes to record fields aren't included in search results. For example, if you've enabled feed tracking on the
Billing Address field for the Acme account and modified the Acme billing address, search results for Acme
include Acme — Suzanne Powell Looking for volunteers to help with the Acme account, but don't include Acme — Suzanne
Powell changed Billing Street to 10 Main Road.

• Sort your search results by posts only or by posts and comments, just as in feeds.
• Comment on, like, share, bookmark, and delete posts in the search results, just as in feeds.
• Add, edit, or delete topics on posts in the search results, just as in feeds.
• Follow, share, download, preview, and upload new versions of files in the search results, just as in feeds.
• View the detail pages for Chatter files, groups, topics, and people by clicking the respective name in the update.
• View a single feed update by clicking the timestamp below the update, for example, Yesterday at 12:57 AM.
• Click Add to Favorites to save a Chatter feed search to your favorites on the Chatter tab.

To view search results for records, such as accounts, contacts as well as Chatter people, groups, topics, and files, click Records
at the top left of the page.

Tip: For a more focused search of the feeds in a specific group, profile, record, or other Chatter feed, use feed search.

Searching in a Specific Feed

Use feed search to find information in a feed in a specific context.

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Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

You can search for information in feeds on a user’s profile, a record, in a public or private group (if you’re a member), and on
the Chatter and Home tabs. A contextual feed search is helpful when you want to confirm or check if something was once
discussed in that specific feed.

1. Click above the feed to look for information in that feed. For example, use the feed search on a group’s page to find
information in that group.

2. Type your search terms and press ENTER or click .

You can search for hashtag topics, mentions, and files posted in the feed, or refine your search using wildcards, operators,
and quotation marks to match on exact phrases.

Tip: To search for hashtag topics with multiple words, use brackets after the hashtag and around the words. For
example, to find all instances of #Universal Paper, type #[universal paper] in the search box.

Search results display with matching terms highlighted. Filters or sorting criteria used in the feed apply to feed search
results as well.

Click to clear your search results and return to the feed.

Feed search behavior may vary slightly depending on where you perform the search.
• Feed search is not supported for feeds on list views or topic feeds.
• You can only search feeds you have access to via sharing rules.
• On the Chatter tab, feed search results are also limited by your feed type selections. For example, if you select the To Me
feed type, and select additional filters and sorting criteria, all of those criteria apply to the feed search results.
• Feed search results are limited to the posts that are accessible from the context you search within. For example, if you
search the feed on a user’s profile, the results include the posts and comments accessible from the user’s profile. This
includes both the posts and comments shared by or with the user.
• Feed search returns matches for file or link names shared in posts, but not in comments.
• Record field changes aren’t included in record feed search results.

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Adding a Chatter Feed Search as a Favorite

Add a Chatter feed search as a favorite to access feed updates quickly without leaving the Chatter tab.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

1. Enter terms in the header search box and click Search.

2. Click Search Feeds to see the posts and comments that include your search terms.
3. Click Add to Favorites.

The favorite name on the Chatter page is the same as the search terms you entered. For example, if you searched for
competitive analysis, your favorite is competitive analysis.

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Tip: Save a search for a Chatter group name as a favorite to quickly access the group feed from the Chatter page.
Similarly, save a search for a person's name as a favorite to quickly see that person's posts, comments, and mentions.

Chatter Favorites Overview

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Chatter favorites on the Chatter tab give you easy access to list views, Chatter feed searches, and topics that you want to stay
on top of. For example, if you and your coworkers use the hashtag topic #acme to track information about your customer
Acme, you might want to add #acme as a favorite so you can easily access these updates without leaving the Chatter tab.
You can have up to 50 favorites. If you haven't added any favorites, the Favorites section doesn't appear on the Chatter tab.
Chatter displays the four favorites most recently added or viewed.

• Click a favorite to see the updates.

• Click X more to see all your favorites.
• Click , which appears on hover, to remove a favorite.

Contribute to Feeds
Create Posts
Posts
Write a post to share information and collaborate with other people inside and outside your organization.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Posting is a great way to collaborate with other people. Write a post to tell people what you are working on, ask questions, or
answer someone else’s question in a comment to their post. You can also attach a file or link to your post, add topics, or mention
individual people or groups.
You can collaborate with people inside and outside your company. For example, post to a group that allows you to share
information with customers.
Posts and comments can be up to 5,000 characters long.

Using Email to Post to Chatter Groups — Pilot

Group members can post to a Chatter group by sending an email.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Note: The ability to post to a Chatter group by email is currently available through a pilot program. For information
on enabling this feature for your organization, contact salesforce.com.

1. Copy the email address of the group you want to post to from the group detail page, below the group description.

Tip: Save the group’s email address as a contact in your mail client or mobile device for easy access in the future.

2. From the email account associated with your Salesforce user profile, create a new email addressed to the group’s email
address.
3. Type the message you want to post to the group in the email body and send the email.

The email content displays as a post on the group detail page. Any hashtags you include in the email body (for example,
#TeamExcellence) are converted to topics on the post.
The following limitations apply to posting to a group using email:
• The 5,000 character limit for Chatter posts applies to posts created using email. Any text in your email beyond this character
limit is not included in the post.
• The email’s subject field is not included in the post.
• You can only create text posts using email. You can’t mention people, attach files, or create polls when posting to the group
by email.

Deleting a Post

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

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You can only delete your own posts.

1. Next to the post, click to expand the drop-down menu.

2. Click Delete to delete the post and all its comments.
When you delete a post that includes a file, you’re not deleting the file, just the reference to the file; the file remains in its
original location.

Post Visibility

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

The following table describes where you can post and where your post displays.

I’m posting on I can post to Who gets my post Where does my post File Considerations
directly show up
Home tab, Chatter tab, My followers • People following • Everyone who If you attach a file to
or my profile you see your post in navigates to your the post, the file is
the What I Follow profile can see your available to all
feed. post on your profile. employees. The file also
• People that are • Your post shows up shows up in search
mentioned in the in feed search results and file lists.
post see the post in results.
the What I Follow, • Everyone can see
To Me, and profile your post in the All
feeds. Company feed.

A public group • Members of this • Everyone who If you attach a file to

group see your post navigates to the the post, the file is
in the What I group can see your available to anyone who
Follow feed. post on the group has access to the group.
• Group members page. The file also shows up
that are mentioned • Your post shows up in search results and file
in the post see the in feed search lists.
post in the What I results.
Follow, To Me, and • Everyone can see
profile feeds. your post in the All
Company feed.

A private group • Members of this Only members of the If you attach a file to
group see your post group see your post on the post, the file is
in the What I the group feed, in feed available to anyone who
Follow feed. search results and in the has access to the group.
• Group members All Company feed. The file also shows up
that are mentioned in search results and file
in the post see the lists.
post in the What I
Follow, To Me, and
profile feeds.

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I’m posting on I can post to Who gets my post Where does my post File Considerations
directly show up
A customer group • Members of this Only members of the If you attach a file to
group see your post group see your post on the post, the file is
in the What I the group feed, in feed available to anyone who
Follow feed. search results, and in has access to the group.
• Group members the All Company feed. The file also shows up
that are mentioned Members include in search results and file
in the post see the employees and lists.
post in the What I customers.
Follow, To Me, and
profile feeds.

Topic detail page My followers • People following • Everyone can see If you attach a file to
you see your post in your post on the the post, the file is
the What I Follow topic detail page. available to all
feed. • Everyone who employees. The file also
• People that are navigates to your shows up in search
mentioned in the profile can see your results and file lists.
post see the post in post on your profile.
the What I Follow, • Your post shows up
To Me, and profile in feed search
feeds. results.
• Everyone can see
your post in the All
Company feed.

A public group • Members of this • Everyone can see If you attach a file to
group see your post your post on the the post, the file is
in the What I topic detail page. available to anyone who
Follow feed. • Everyone who has access to the group.
• Group members navigates to the The file also shows up
that are mentioned group can see your in search results and file
in the post see the post on the group lists.
post in the What I page.
Follow, To Me, and • Your post shows up
profile feeds. in feed search
results.
• Everyone can see
your post in the All
Company feed.

A private group • Members of this Only members of the If you attach a file to
group see your post group see your post on the post, the file is
in the What I the topic detail page, available to anyone who
Follow feed. group feed, in feed has access to the group.
• Group members search results and in the The file also shows up
that are mentioned All Company feed. in search results and file
in the post see the lists.
post in the What I
Follow, To Me, and
profile feeds.

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I’m posting on I can post to Who gets my post Where does my post File Considerations
directly show up
A customer group • Members of this Only members of the If you attach a file to
group see your post group see your post on the post, the file is
in the What I the topic detail page, available to anyone who
Follow feed. group feed, in feed has access to the group.
• Group members search results, and in The file also shows up
that are mentioned the All Company feed. in search results and file
in the post see the Members include lists.
post in the What I employees and
Follow, To Me, and customers.
profile feeds. Although customers see
your post, they don’t see
or have access to topics.

Another person’s profile That person’s profile • People following • Everyone who If you attach a file to
only this person see your navigates that the post, the file is
post in the What I person’s profile can available to all
Follow feed. see your post on employees. The file also
• People that are your profile. shows up in search
mentioned in the • Your post shows up results and file lists.
post see the post in in feed search
the What I Follow, results.
To Me, and profile • Everyone can see
feeds. your post in the All
Company feed.

A public group To the public group • Members of this • Everyone who If you attach a file to
only group see your post navigates to the the post, the file is
in the What I group can see your available to anyone who
Follow feed. post on the group has access to the group.
• Group members page. The file also shows up
that are mentioned • Your post shows up in search results and file
in the post see the in feed search lists.
post in the What I results.
Follow, To Me, and • Everyone can see
profile feeds. your post in the All
Company feed.

A private group To the private group • Members of this Only members of the If you attach a file to
only group see your post group see your post on the post, the file is
in the What I the group feed, in feed available to anyone who
Follow feed. search results, and in has access to the group.
• Group members the All Company feed. The file also shows up
that are mentioned in search results and file
in the post see the lists.
post in the What I
Follow, To Me, and
profile feeds.

A customer group To the customer group • Members of this Only members of the If you attach a file to
only group see your post group see your post on the post, the file is

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I’m posting on I can post to Who gets my post Where does my post File Considerations
directly show up
in the What I the group feed, in feed available to anyone who
Follow feed. search results, and in has access to the group.
• Group members the All Company feed. The file also shows up
that are mentioned Members include in search results and file
in the post see the employees and lists.
post in the What I customers.
Follow, To Me, and
profile feeds.

A record page To the record only • Everyone following Everyone with If you attach a file to
this records and has permission to access the the post, the file is
permission to access record can see your post associated with the
the record sees your on the record detail record. Everyone with
post in the What I page, on your profile, in sharing rights to the
Follow feed. feed search results, and record has access to the
• People that are in the All Company file.
mentioned in the feed.
post and have
permission to access
the record see the
post in the What I
Follow, To Me, and
profile feeds.

Note: You can’t create new posts on archived groups. Comments on existing posts in an archived group follow the
same visibility settings as before the group was archived.

Can I prevent people from seeing my posts?

Anyone except customers can see your posts on your profile, and people following you can see your posts in their Chatter feed.
However, if you change a record, only people who have permission to see the record can see the record update a feed.

Mention People and Groups

Mentions Overview
Mentioning individual people or a group is a way to keep them informed when you're discussing something relevant to them.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

For example, your coworker Madison posts that she is looking for information about an Acme product feature. You reply to
Madison's post with the comment: “Talk to @Bob Smith—he is the Acme account manager. @Acme Products, do you have
any additional information for Madison about this feature?” Both Bob Smith and members of the Acme Products group get
an email notification about your post. Madison can click @Bob Smith in the update to view Bob's profile, or click @Acme
Products to see their group page.

Mentioning People and Groups in Posts and Comments

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

1. When writing a post, type @ followed by the first few letters of the person or group name.
2. Select the person or group from the list of matches.
The list includes all matches for

• People, including people you don’t follow

• Public groups
• Private groups you’re a member of

You can have up to 25 mentions in a single post or comment. You can’t mention archived groups, customer groups, and
private groups you’re not a member of.
3. Post your update.

After you post your update,

• The person's name becomes a link to their profile, and the group name becomes a link to the group page.
• For people you mention, your update appears on the mentioned person's profile feed and in their To Me feed.
• Chatter sends an email notification to people you mention.
• For groups you mention,
◊ Your update appears on the group feed and each group member’s What I Follow feed.
◊ Chatter sends an email notification to the group members who enabled the Email Every Post preference for the group.

Chatter enforces security and sharing rules in Salesforce. If you make a post to a record or private group and mention someone
who doesn't have access to that record or isn't a member of the private group, the mention appears as a gray link. The mentioned
person won’t see your post and won’t get notified about the post.
For example, let's say you create a private group for your project team and forget to add your coworker Sandy Dunn to the
group. When you post an update to this group and mention Sandy Dunn, she won't be notified about the update and won't

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see the update because she's not a member of the private group. If you later add Sandy to the group, Chatter doesn't notify
her about the previous mentions.

See Also:
Sharing a Chatter Post
Sharing a Link to a Chatter Post
Viewing a Single Chatter Post
Mention Visibility

Mention Visibility
When you mention people or groups in an update, the post and all comments are visible to anyone who has access to the
update.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

The visibility of posts and comments depends on sharing access to the post. Anyone with access to the original post also has
access to all subsequent comments on the post.
This table describes where you can find posts and comments that mention people and groups.

If the post was made on And mentions Then these people can see the post and comments
A person’s profile Other people Anyone with access to the person’s profile.
Public group Anyone with access to the person’s profile.
Private group Anyone with access to the person’s profile, even if they’re not
a member of the private group.
Public group A Other people Anyone with access to public group A.
Public group B Anyone with access to public group A.
Private group Anyone with access to public group A, even if they’re not a
member of the private group.
Private group A Other people Members of private group A.
Public group Members of private group A.
Private group B Members of private group A, even if they’re not a member
of private group B. People who are members of both private
groups can also see the post in the feed of private group B.
Record detail page Other people People with sharing access to the record.
Public group People with sharing access to the record.
Private group People with sharing access to the record, even if they’re not
a member of the private group.

Feed Attachments
Share files and links with people by attaching them to posts.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

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You can attach links and files to posts and comments from your computer, Salesforce CRM Content libraries, Chatter feeds
in a profile, a record, or a group, and the Files list. All file types are supported, including everything from Microsoft® PowerPoint
presentations and Excel spreadsheets, to Adobe® PDFs, image files, audio files, and video files.
This table describes who can see a file you attached and where it appears:

If You Attach a File: Who Can See It? Where Does it Appear?
On a Chatter feed All Chatter users in your company • In your and your followers' Chatter
feeds, and profile
• On the Files list and Salesforce CRM
Content of all Chatter users in your
company

On your profile or on someone else's All Chatter users in your company • In your feed, their feed, your
profile followers' feeds, and their followers'
feeds and profiles
• In the Files Owned list on your
profile
• On the Files list and Salesforce CRM
Content of all Chatter users in your
company

On a private group you're a member of Members of the group and users with • In your feed and the group members'
“Modify All Data” and “View All Data” feeds
permissions • In your feed on your profile
• In the feed on the group
• In the Group Files list on the group
• On your and the group members'
Files lists and Salesforce CRM
Content

On a public group All Chatter users in your company • In your feed, your followers' feeds,
and the group members' feeds
• In your feed on your profile
• In the feed on the group
• In the Group Files list on the group
• On the Files page and Salesforce
CRM Content of all Chatter users in
your company.

On a record All Chatter users in your company • In your feed (if you're following the
record), your followers' feeds, and the
record's followers' feeds
• In your feed on your profile
• In the feed on the record
• In the record's Notes and
Attachments related list

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If You Attach a File: Who Can See It? Where Does it Appear?
• On the Files lists of all Chatter users
in your company

See Also:
Post Visibility

Attach Files or Links

Attaching a File to a Post or Comment
Share files and links from Salesforce or from your computer with people by attaching them to posts or comments.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

You can attach all file types, including Microsoft® PowerPoint presentations and Excel spreadsheets, to Adobe® PDFs, image
files, audio files, and video files. The maximum file size is 2 GB.
When you attach a file, consider the following:
• When a file is posted to a feed, everyone in your company can see it even if the file started out as private. Only files posted
in a private group stay private within that group.
• Attaching a file from a group or library creates a reference to the file. If you update a file in Salesforce CRM Content, the
updates are also reflected in the feed.

1. Click File at the top of your feed to attach a file to a post, or Attach File below a comment to attach a file to a comment.
If you’re commenting on an update resulting from feed tracking on a file, the Attach File option isn’t available.
2. Do one of the following:

• Click Select a file from Salesforce to attach a file that someone has already uploaded.
• Click Upload a file from your computer to attach new files from your computer.

3. Browse for the file you want to attach.

Links, Google docs, documents from the Documents tab, and attachments from the Notes and Attachments related list
aren't included in the Select a File to Attach list. For more information about finding files to attach, see Searching for Files
to Attach to a Chatter Feed on page 32.
4. Add a post or comment about the file.
If you don’t enter any text, a generic update is posted with your attachment.
5. Below the text box, select My Followers to publish the post on your profile, or select A Group, type part of the group’s
name in the Search Groups field, and select the group from the drop-down list. You can only select a group you’re a member
of.
6. Click Share.

See Also:
Overview of Uploading and Sharing Files
Uploading a New Version of a File

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Searching for Files to Attach to a Chatter Feed

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

When you click File and Select a file from Salesforce on a Chatter feed, a list of files you own and have access to from Chatter
and Salesforce CRM Content is displayed. The 25 most recently viewed files are listed by default. When you find the file you
want to attach, click Attach next to that file.
From the Select a File to Attach list you can see and search a certain group of files by clicking a specific filter on the sidebar.

• All Files—All files you own and have access to from Chatter and Salesforce CRM Content, including:

◊ Files that have been shared with you

◊ Files you're following
◊ Files in your Chatter groups
◊ Files in your Salesforce CRM Content libraries
◊ Files attached by other people to a Chatter feed. This includes files attached to all public groups, whether you're a
member or not, and private groups you're a member of, but not private groups you're not a member of.

• Recently Viewed—The most recent files you've viewed.

• MY FILES—All files you own, files shared with you, and files you follow.

◊ Files I Own—Files you have:

- Uploaded on the Home or Files page. These are private and not shared with anyone, but you can view them, perform
actions, share them, and attach them to Chatter feeds.
- Attached to Chatter feeds from your computer.
- Uploaded to Salesforce CRM Content libraries you're a member of and your personal library.

◊ Files Shared with Me—All files that have been shared with you either by a private share or a public post to your profile.
◊ Files I Follow—All files that you're following.

• FILES IN MY GROUPS—All files you and other people shared to groups you're a member of. The last five groups
you’ve visited are listed.
• FILES IN MY LIBRARIES—All files you and other people uploaded to libraries you're a member of and all files you
uploaded to your personal library. The first five libraries you're a member of, including your personal library, are listed. If
you're a member of more than five libraries, click More to see a complete list.

Note: Only files from libraries that you're a member of and where you have Post Content to Chatter Feeds
or Manage Library checked in your library permission definition are listed.

To search for files from the search box:

1. Optionally, click a filter on the sidebar to restrict your search to a specific set of files.
2. Enter your search terms in the search box. You can search by file name, description, owner, type, or within the file's text.
3. Click Search to see a filtered list of all relevant files based on your search terms. Or click to clear your search terms.

The Select a File to Attach list doesn't include:

• Documents from the Documents tab.

• Attachments from the Notes and Attachments related list.
• Links attached to posts in Chatter

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• Files from your personal library

Performing Actions on a File in a Chatter Feed

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

You can perform the following actions on files in feeds.

• Preview—Click the file thumbnail or click More Actions > Preview next to the file.
• Download—Click More Actions > Download next to the file.
• Upload new version—Click More Actions > Upload New Version next to the file.
• View file detail page—Click the file name or More Actions > View File Details next to the file.
• Follow—Click Follow next to a file to receive updates about the file in the Chatter feed. Click to stop receiving
updates about the file.
• Share—Click More Actions > File Sharing Settings next to the file to share the file with people, groups, or via link.

To learn who can perform which actions on a file, see File Sharing Settings and Permissions on page 88.

See Also:
Viewing the File Detail Page
Uploading a New Version of a File
Viewing Where a File is Shared

Downloading and Previewing a File in a Chatter Feed

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Not only can you download and save files posted to Chatter feeds, you can also preview files in your browser without downloading
them.
There are several places in Chatter where you can download and preview files:

• On the Files page—Click > Download or click the preview ( ) icon next to the file.
• On any Chatter feed—Click More Actions > Download next to the file, or to preview the file, click on the file thumbnail
or click More Actions > Preview.
• On the Files Owned by list on a profile—Click > Download or click the preview ( ) icon next to the file.
• On the Files Shared with list on a group—Click > Download or click the preview ( ) icon next to the file.
• In the Notes and Attachments related list on a record, click Download next to the feed attachment, or to preview the file,
click Preview next to the feed attachment.

Previewing a file opens it in your browser with the enhanced document viewer. The enhanced document viewer provides the
following capabilities for viewing documents:

• In addition to using the next page ( ), previous page ( ), first page ( ), and last page ( ) icons on the document
toolbar, you can navigate page-by-page through a document by right-clicking and choosing Next Page and Previous Page.

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• You can use the scroll bar to move continuously through a document without needing to click the Next Page and Previous
Page icons. Continuous scrolling is not available for PowerPoint files.
• You can jump directly to a page by entering the page number in the page field and pressing Enter.
• From the right-click menu you can choose Fit Width to expand the width of the document, or Fit Full Page to preview
the whole page of the document. The fit width icon ( ) and fit full page icon ( ) are also available on the toolbar.
• From the right-click menu you can choose Full Screen to preview the document in full screen mode, or Exit to exit full
screen mode. The full screen icon ( ) and exit icon ( ) are also available on the toolbar.
• From the right-click menu you can Zoom In or Zoom Out. The zoom-in icon ( ) and zoom-out icon ( ) are also
available on the toolbar.
• You can use the keyboard arrow keys to navigate page-by-page through a document. Click on the document viewer and
use the keys as follows:

◊ Right-arrow key: moves a PowerPoint document forward one slide and moves a PDF, Word, or Excel document
forward one page.
◊ Left-arrow key: moves a PowerPoint document backward one slide and moves a PDF, Word, or Excel document
backward one page.
◊ Up-arrow key: moves a PowerPoint document forward one slide and scrolls a PDF, Word, or Excel document up the
page.
◊ Down-arrow key: moves a PowerPoint document backward one slide and scrolls a PDF, Word, or Excel document
down the page.

Note: Not all files can be previewed, such as copy-protected PDFs, unknown file types, and any file larger than 25
MB. For files that can’t be previewed, the Preview option isn’t available on feeds or list views, and files appear as
generic file type icons in the feed. Some Microsoft Office 2007 features don't display correctly in previews.

See Also:
Feed Attachments
Removing and Deleting Files and Links from a Chatter Feed

Removing and Deleting Files and Links from a Chatter Feed

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

There are different ways to remove and delete Chatter files and links depending on where they appear. To remove a file or
delete a link from a Chatter feed, you must delete its post. To delete a file, you must go to the file detail page or content detail
page. You can only delete a file if you are the file owner. Users with the “Modify All Data” permission can delete all comments,
posts, files and links.

Removing a File from a Chatter Feed

To remove a file from a Chatter feed, you must delete its post. When you delete a post that includes a file, you're not deleting
the file, just the reference to the file; the file remains in its original location. If the file was attached to a post and not shared
in other locations, deleting the post also removes the reference to the file and the file goes back to being private, but can be
shared again later.

Removing a File from a Chatter Feed on a Record

There are two ways to remove a file on a Chatter feed on a record:

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• Remove the file on a Chatter feed by deleting its post. This deletes the post, removes the file from the feed and from the
Notes and Attachments related list, but the file remains in its original location. If the file isn't posted anywhere else, it
goes back to being private, but can be shared again later.
• Remove the file on a Chatter feed by clicking Del next to the feed attachment on the Notes and Attachments related list.
This removes the file from all Chatter feeds where it’s been shared and deletes the file from the Notes and Attachments
related list. Restore the file by clicking on the Recycle Bin, selecting the file, and clicking Undelete. If the file was attached
from your computer, a Chatter feed, group, or a Salesforce CRM Content library, deleting it from the Notes and Attachments
related list also removes it from the post, but doesn’t delete it from its original location.

Deleting a link from a Chatter Feed

To delete a link on a Chatter feed, you must delete its post.

Deleting a File from a File Detail Page

Click Delete on a file's detail page to delete the file and remove it from all locations where it's been shared. If the file is shared
via link, anyone with the link will no longer have access to the file. To restore the deleted file, click on the Recycle Bin link
on the Home page. Select the file and click Undelete. The file is restored as well as all of the shares that were associated with
it.

Deleting a File from a Content Detail Page

When you post a file in Chatter, the file also appears in Salesforce CRM Content. To delete the file from Chatter, Salesforce
CRM Content, and all locations where it's been shared, click the name of the file on the Libraries, Content, or Subscriptions
tab. From the content details page, click Edit > Delete Content to delete the file. Deleting a Chatter file from the content
details page deletes the file from Salesforce CRM Content and from Chatter.To restore deleted content, click on the Recycle
Bin link in any tab. Select the content and click Undelete.

See Also:
Post Visibility

Attaching a Link to a Post

Share links with people by attaching them to a post.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

If you share a URL for which we provide rich media support, your post shows a preview of the linked content. For information
about currently supported URLs, see Sites that Generate a Preview in Posts on page 36.

1. Above your feed, click Link.

2. Type the URL to share.
3. Optionally, type a Link Name.
If you leave the Link Name field blank, the preview shows the title or name from the site URL.
4. Optionally, type a post.
If you don't type any text, a generic update is posted with your link.
5. Below the text box, select My Followers to publish the post on your profile, or select A Group, type part of the group’s
name in the Search Groups field, and select the group from the drop-down list. You can only select a group you’re a member
of.
If you’re posting on someone else’s profile or on a record, the My Followers and A Group options aren’t available.

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6. Click Share.

See Also:
Sites that Generate a Preview in Posts

Sites that Generate a Preview in Posts

When you share a supported URL, your post shows a preview of the content in the link.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Salesforce provides rich media support for various URLs. Previews are powered by Embed.ly, a third-party service, and include
thumbnails, descriptions, and video players for links to videos.
Currently, we display previews for links to content on:

bbc.com bbc.co.uk bloomberg.com box.com brightcove.com

businessinsider.com economist.com engadget.com en.wikipedia.org finance.yahoo.com
forbes.com ft.com gawker.com gizmodo.com google.com/finance
huffingtonpost.com hulu.com linkedin.com marketwatch.com mashable.com
npr.com nytimes.com online.wsj.com plus.google.com readwrite.com
reuters.com scribd.com slideshare.net soundcloud.com techcrunch.com
ted.com thenextweb.com theverge.com twitpic.com twitter.com
ustream.tv venturebeat.com vidyard.com vimeo.com vine.com
washingtonpost.com wired.com youtube.com

If a post doesn’t render a link as a rich preview in the feed, the URL domain for that link either isn’t supported or Embed.ly
was unable to return the preview content for the URL.
We don’t share any content, user, organization, or account data with Embed.ly. We only share the URLs that are on the
domain whitelist. Additionally, all of our URL requests pass through a Salesforce proxy, meaning Embed.ly never receives
calls directly from the client and therefore doesn’t have information about who's making the URL request.

• When you create a poll, you can add up to ten choices.

• When voting on a poll, you can only select one choice.
• Polls are anonymous. You can see how many people voted, but you can’t see who voted.
• Click Refresh to see the latest poll result and the number of votes that were cast.
• You can’t repost a poll.
• People can only cast one vote, but they can change their vote.
• You can mention someone and include hashtag topics in the poll question.
• You and others can add topics to your poll question after posting.
• The email notification options you enabled in your Chatter Email Settings apply to polls just as they do to posts. For
example, if you get a notification whenever someone comments on a post you made, you also get an email notification
when someone comments on a poll you posted.

Note: The poll result doesn’t always add up to 100 percent due to rounding. For example, if a poll has three choices
and each gets one vote, the result adds up to 99 percent.

1. Above the feed, click Poll.

2. Type a question in the text box.
You can add a hashtag or mention someone.
3. Type at least two choices.
Click Add more choices to add another choice. You can enter up to ten choices.
4. Select to post the poll to your followers or to a group.
If you’re posting the poll to a group, select the name of the group from the drop-down list.
5. Click Share to post the poll.

1. In the post that contains the poll, select your choice.

You can only select one choice.
2. Click Vote.
The post shows the current result of the poll. To change your vote click Change vote and select your new choice.

Note: The poll result doesn’t always add up to 100 percent due to rounding. For example, if a poll has three choices
and each gets one vote, the result adds up to 99 percent.

Categorize Posts with Topics

Viewing All Topics
Use the topics list to discover the topics that people are talking about in your organization. All topic names appear in this list,
including topics used solely in private groups or on records.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Watch a Demo: Discover and Organize with Chatter Topics (3:41 minutes)

To view the topics list, on the left side of the Chatter page, click Topics.
In the topics list, you can:

• Click a topic name to see the topic detail page.

• Click Follow to see updates in your Chatter feed.
• Filter the list of topics to narrow down what you’re looking for.
• Search for topics by name.

Tip: Use global search to search topic names and descriptions.

Filters for Sorting the Topics List

Use the topic filters to narrow the topics list to your favorite topics or topics you use, and then sort the topics by the number
of people talking about them or alphabetically by name.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

On the Topics list, under Show, you can filter the topics.
All
All topics that have been added to posts in your organization

My Favorites
Topics you added to your favorites

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Topics I Use
Topics you added to posts and topics on posts that you commented on

Within the topics you filtered, you can sort by the following columns.
People Talking About This
Sorts by the number of people talking about the topic. This includes:
• The number of people adding the topic to updates
• The number of people commenting on posts with the topic

Name
Sorts alphabetically by the topic name.

Viewing Details About a Topic

View a topic detail page to see the topic description and a feed that includes updates about the topic, even from people you
don’t follow and public groups you aren’t a member of.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

User Permissions Needed

To add existing topics to posts and comments: “Assign Topics”
To edit topic names and descriptions: “Edit Topics”

To open a topic detail page, click a topic or hashtag. On the topic detail page, you can:

• Add a post directly to the topic feed. Your followers automatically see the post, and you can even add the post to a group
you’re a member of. Because you added the post on the topic feed, the topic is automatically added to your post.
• Edit the topic name and description. Next to Description, click . You can change only the capitalization and spacing of
topic names.

Note: Topic names and descriptions are not private, even those that appear solely in private groups and on records.
Posts with topics have the same security and privacy as those without topics.

• Scan the feed to learn more about a topic and to discover which people (including those you don’t follow) and public groups
(including those you aren’t a member of) are interested and knowledgeable about it.
• Click Follow to follow the topic and see updates to the topic in your feed.
• Click Add to Favorites to add the topic to your favorites on the Chatter page.
• See the number of people who recently talked about this topic. This includes people who added the topic to an update and
people who commented on a post with the topic.
• If available, find out more about a topic using the lists on the right side.
Related Topics
Other topics that were added together with the current topic.

Recent Files
Files you have access to that were most recently posted to the topic feed.

Groups Talking
Public groups and groups you’re a member of that most recently used the topic.

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Following Topics
Follow topics so you can see updates in your Chatter feed.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

To follow a topic, click Follow on the:

• Topic detail page

• Topics list

Feed tracked changes for topics (changes to a topic’s description) appear only on the profile page of the person who made the
change, and not on the topic page or in your feed, even if you’re following the topic. You can follow a maximum combined
total of 500 people, topics, and records.
To stop following a topic, click next to Following. After you stop following a topic, you don’t see future updates to the
topic in your Chatter feed.
If your administrator disables feed tracking for topics, you can’t follow new topics but you continue to follow the ones you
followed when feed tracking was enabled. These topics count toward the maximum number of people, topics, and records
that you can follow. To stop following a topic after your administrator disables feed tracking, you must use the Chatter REST
API.

Adding Topics to Posts

Add topics to posts to organize them or to increase their visibility. You can add topics to your own posts immediately after
posting, or you can add topics to any posts at any time directly in the feed.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

User Permissions Needed

To add existing topics to posts and comments: “Assign Topics”
To add new topics to posts and comments: “Create Topics”

Note: All topic names appear in the topics list and all topic names and descriptions are searchable, including topics
used solely in private groups or on records.

1. In the top corner of the post, click .

2. Click Add Topics or Edit Topics.
3. In the topic editor, start typing your text. As you type, you can pick a topic from the list of suggestions, or keep typing to
create your own unique topic. To add more than one topic, type a comma after each topic.
Commas ( , ) and closing square brackets ( ] ) automatically end a topic. Other punctuation, symbols, and separators are
supported in topic names.
4. When you’re done adding topics, click Done or press ENTER.

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The topics you add become links to the topic detail pages.

See Also:
Adding Hashtag Topics to Posts and Comments
Adding a Topic as a Favorite

Adding Hashtag Topics to Posts and Comments

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

User Permissions Needed

To add existing topics to posts and comments: “Assign Topics”
To add new topics to posts and comments: “Create Topics”

Add topics to posts and comments to organize them or to increase their visibility.
For example, if you post that you're working on a sales presentation for your customer Universal Paper, you might want to
add the hashtag topic #Universal Paper in your update. Anyone can click the topic to find out more information about
Universal Paper and to see which people and groups are talking about Universal Paper.
To add a hashtag topic:

1. When writing an update, type # followed by any text. As you type, you can pick a topic from the list of suggestions, or
press ENTER at any time to add a new topic that can be up to three words.
Commas ( , ) and closing square brackets ( ] ) automatically end a topic. Other punctuation, symbols, and separators are
supported in topic names.
2. Click Share.
The hashtag topic becomes a link to the topic detail page. The topic (without the hashtag) is also automatically added to
the top-level post in the update. For example, if you include #Universal Paper in a comment under your coworker’s post,
the topic Universal Paper is added to your coworker’s post.

Once you post an update, the only way to remove a hashtag topic is to delete the entire post or comment. You can, however,
remove the topic from the top-level post.

Removing Topics from Posts

Remove a topic from a post if it no longer applies.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

User Permissions Needed

To remove topics from posts: “Assign Topics”

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You can remove topics from posts in the feed; however, you can’t remove hashtag topics. Removing topics doesn’t delete them.
Before you remove a topic from a post, consider whether you or someone else added it. Someone else may be tracking the
update with topics you’re not aware of.

1. In the top corner of the post, click .

2. Click Edit Topics.
3. Click next to the topic you want removed from the post.
4. Click Done or press ENTER.

Removing a topic from a post removes the post from the topic feed on the topic detail page and from the feeds of any followers.

Adding a Topic as a Favorite

Add a topic as a favorite to quickly see the latest on the topics you’re interested in.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

1. Click a topic.
2. On the topic detail page, click Add to Favorites.
The favorite name is the same as the topic name.

Tip: When viewing a topic favorite, you can click the topic name at the top of the feed to go directly to the topic
detail page.

Adding a Hashtag Topic as a Favorite

Add a hashtag topic as a favorite to see all Chatter posts and comments with the hashtag right from the Chatter tab.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

1. Click a hashtag topic, such as #acme, to see the posts and comments with the hashtag topic.
2. Click Add to Favorites.
The favorite name is the same as the topic, #acme.

Viewing the Topics People Are Talking About

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

The topics you’re talking about appear in your Chatter profile in the Recently Talked About section. This section helps people
learn which topics you're knowledgeable about or interested in. These are the topics that you and others have frequently and
recently (within the last two months) added to your posts and to posts you’ve commented on. For privacy reasons, Recently
Talked About topics don’t include topics used solely in private groups or record feeds. You can see up to five topics, with the

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most frequently and recently added topic appearing first. If you’re new to topics or if you haven’t used topics in the last two
months, the Recently Talked About section doesn’t appear until you start using topics more frequently. Click a topic in this
section to see the topic detail page.

Viewing the Topics Groups Are Talking About

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

The topics that a group is talking about appear on the group detail page in the Recently Talked About section. This section
helps people understand which topics a group is knowledgeable about or interested in. These are the topics most frequently
and recently added to group posts over the last two months. You can see up to five topics, with the most frequently and recently
added topic appearing first. If a group isn’t using topics, the Recently Talked About section doesn’t appear until the group
starts using topics more frequently. Click a topic in this section to see the topic detail page.

Viewing Your Company's Trending Topics

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

The Trending Topics area on the Chatter tab shows the topics being discussed right now in Chatter. The more frequently
people add a specific topic to their posts and comments and comment on or like posts with the same topic over a short period
of time, the more likely it is to become a trending topic. For example, if your coworkers are attending the upcoming Dreamforce
conference and have started discussing it in Chatter, you may see a trending topic for Dreamforce. A trending topic is not
solely based on popularity and usually relates to a one-time or infrequent event that has a spike in activity, such as a conference
or a project deadline. For privacy reasons, Trending Topics don’t include topics used solely in private groups or record feeds.

See Also:
Viewing the Topics People Are Talking About
Viewing the Topics Groups Are Talking About

Share Posts
Sharing a Chatter Post
Sharing lets you quickly copy a public post to your profile or a group.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

You can share public Chatter posts that contain text, links, or files to your profile, with a group, or using a link to the post.
When you share a post, keep in mind:

• You can share a post to your own profile, but not to another person’s profile.
• You can share the original post, including any files and attachments, but you can’t share any comments or likes.
• You can comment on the shared post, but you can’t edit a shared post.
• You can’t share feed tracked items and custom feed items, such as approvals, dashboard snapshots, or case interactions.
• You can only share posts with a group you’re a member of.
• You can share a post to a group that allows customers. However, customers and other group members can’t share posts
from a private group.
• Only Chatter users inside your company can see a post that you shared using a link in an email or instant message.

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When someone shares your post, you receive an email notification. To change your email notifications, from Setup, click My
Chatter Settings > Chatter Email Settings.

Sharing a Chatter Post to Your Profile

Copy a public post to your profile to share it with the people who follow you.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

You can share public posts, but you can’t share feed tracked items and custom feed items, such as approvals, dashboard
snapshots, or case interactions.

1. Find the post you want to share in your Chatter feed.

2. Click Share.
3. Write a comment about the post or leave the comment field blank.
4. In the drop-down list, select My profile.
5. Click Share.
The shared post appears in the Chatter feed on your profile.

See Also:
Post Visibility

Sharing a Chatter Post with a Group

You can share posts with a group that you’re a member of.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

You can share public posts, but you can’t share feed tracked items and custom feed items, such as approvals, dashboard
snapshots, or case interactions. You can’t share posts with archived groups.

1. Find the post you want to share in your Chatter feed.

2. Click Share.
3. Type a comment about the post or leave the comment field blank.
4. In the drop-down list, select A group.
5. Type part of the group name and select the group from the list.
If you are sharing a post with a file, select Viewers to allow group members to only view the file, or select Collaborators
to allow group members to download and modify the file.
6. Click Share.
The shared post appears in the feed of the group.

See Also:
Post Visibility

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Sharing a Link to a Chatter Post

Share a post with other Chatter users via email or instant message.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

When sharing a link to a post, keep in mind:

• You can’t share a link to a post from a private group.
• You can share public posts, but you can’t share feed tracked items and custom feed items, such as approvals, dashboard
snapshots, or case interactions.
• In order to see the post, the people to whom you send the link to the post must be Chatter users.

1. Find the post you want to share in the Chatter feed.

2. Click Share.
3. In the top corner, click Show link to post.
4. Copy and paste the link in an email or instant message and send it to the people with whom you want to share the post.
When recipients of the email or instant message click the link to the post, the post appears in their Chatter updates.

See Also:
Post Visibility

Viewing a Single Chatter Post

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

You can view a single Chatter post in a feed for a user, record or group.

• In a feed, click the timestamp displayed below the post, for example, Yesterday at 12:57 AM.
• In a Chatter email notification, click the link in the body of the email to view only the related post.
• To view the full feed, above the post, click All Updates.

See Also:
Sharing a Link to a Chatter Post

People In Your Organization

People Overview
Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

The People tab and the People list on the Chatter tab display a list of the users in your organization.

• Click a person's name or photo to view his or her profile.

• Click Follow to see a person's updates in the Chatter feed. You can't follow customers.
• Click Following to stop seeing a person's updates in the Chatter feed.

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• Click a column header to sort the list:

◊ Name sorts alphabetically by name. By default, the list is sorted alphabetically, in ascending order.
◊ Following sorts based on who you're following and not following.

• Search for users by typing characters of a first or last name in the search box at the top of the page. The list automatically
filters based on what you type.
• At the top of the list, click a letter to list everyone whose last name begins with that letter.
• Invite people to join your Chatter network. Invited users can view profiles, post on their feed, and join groups, but can't
see your Salesforce data or records.
• View the people that Chatter recommends you follow. Click More in the Recommended People section to view all of your
recommendations. If no recommendations appear, then you're already following all the recommended people.

Chatter, Profile, People, Groups, and Files tabs are available by default in the Chatter app. Select the Chatter app from the
app menu in the top right corner of any page. If your administrator has added these tabs to other apps, you see the tabs in
those apps unless you previously customized your display. In that case, add the tabs to those apps.

From this page you can:

1. Change your profile picture.

2. Click in the Contact section to edit your contact information.
3. View content on different tabs. Your administrator configures the tabs and may add custom tabs or remove the default
tabs.

• Feed tab—View your Chatter feed or post an update.

• Overview tab—Update your About Me section, view your activity in a Q&A or Ideas community, view your groups,
or see who’s following you and who you’re following.

4. Edit your profile or access your personal settings.

• To access your user details, click the down arrow next to your name in the upper-right corner. Then click My Settings
> Personal > Advanced User Details.

Note: Additional options are available when viewing someone else’s profile. For example, if available, you can
follow or unfollow someone or send them a private message on page 78.

See Also:
Profile Best Practices
People Recommendations

Profile Best Practices

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

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When using profiles, consider these tips:

• Information in the About Me section is searchable and makes you more visible to others.
• Your posts display in your Feed tab and the feeds of people following you. To delete your posts from feeds, hover over the
post and click .
• To change your email address in your contact information, you must click the link in the confirmation email sent to your
new email address.
• Not all users have profiles. This includes portal users and the Connection User in organizations using Salesforce to Salesforce.

Using the Following and Followers Lists

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

View the Following and Followers lists on your profile to see who and what you're following, and who is following you. If
you're not following anyone, click Find people to follow in the Following list to view the People list and start following people.
You can also view the Following and Followers lists on other people's profiles.

Note: When your administrator turns on Chatter, you automatically follow some users and records in your organization.

In either list, click Show All to view the full list in alphabetical order.

• Use the Next and Previous links to see more of the list.
• Optionally filter the Following list by people or objects, for example, accounts or files.
• In your Following list, click to stop following a person or record.
• In another person's Following list, click Follow to follow a person or record.
• In any Followers list, click Follow to follow a person, or to stop following them.
• Click Done to close the window.

See Also:
Post Visibility
People Recommendations

People Recommendations
Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Chatter recommends people in your organization that you might want to follow based on similar interests. For example,
Chatter recommends people who:

• Follow the same people as you.

• Are in your management hierarchy, such as your manager, people who report to your manager, and people who report to
you.
Salesforce uses the Manager field on your personal information page to determine these recommendations. If this field is
blank, Chatter won't recommend people based on your management hierarchy. Only your Salesforce administrator can
edit the Manager field.
• Are popular, which means they have many followers.

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Collaborate with Everyone Share Updates with People (Chatter)

• Are new to Chatter.

• Are interested in the same records as you. For example, someone who has looked at or edited an account that you've recently
viewed.
• Are often followed together with people you already follow. For example, if you follow Madison Rigsby, you get a
recommendation for Suzanne Powell if many people who follow Madison also follow Suzanne.

To see an expanded list of your recommendations, click More in the Recommendations section. If no recommendations
appear, then you're already following all the recommended people.

Giving Thanks to Your Coworkers

Recognize your coworkers with badges and post your thanks directly to their Chatter feed.

Available in: All Editions that have Chatter enabled.

Note: The Chatter Free license has limited functionality with Chatter Thanks.
Examples of actions that require a Work.com license:
• Modify, delete, or add custom badges
• View recognition received by a user with the Recognition tab
• Use Work.com Rewards

Thank someone if they’ve done a great job or to recognize an achievement.

1. From the Chatter publisher, click Thanks.

2. Type the name of the person you want to thank.
Currently, you can only thank one person at a time, but you can mention other people in your post.
3. Select Change Badge to select a different badge for your post or keep the default badge.
You can choose from twelve pre-defined badges. Select the badge image to see more information about the badge.
4. Type a message for the person you’re thanking.
5. Select your audience.

• My Followers to post to all your followers

• A Group to post to a specific group. Search for the group and select the group from the list. When you post to a private
group, only the group’s members can see your post.

6. Click Share.

Your Thanks post appears in your feed and the feed of the person you’re thanking. If you’re posting to a public group or a
record page, the post appears on the group or record feed. If you’re posting to a private group, only members of the private
group can see your post.

Using the Files Owned List

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

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The Files Owned list on a profile shows the five files the profile owner attached most recently to a Chatter feed on the a
profile, a record, or a group. It also includes files the profile owner has uploaded most recently to Salesforce CRM Content
libraries. Hover over a file and you can preview it by clicking the thumbnail, follow, share, download, upload a new version,
and go to the file detail page by clicking the file name.
To see a list of all the files the profile owner has attached and uploaded, to search for a specific file, or to perform actions on
a file, click Show All. The 25 most recently viewed files are listed by default. On this list you can:

• Search for files the profile owner has attached and uploaded in Chatter and Salesforce CRM Content. The list doesn't
include:

◊ Documents from the Documents tab.

◊ Attachments from the Notes and Attachments related list.

• Upload private files or upload and share files with people, groups, or via a file link.
• Preview a file without downloading it.
• Follow and receive updates about a file in the Chatter feed. Click next to the file you're following to stop receiving
updates about the file.
• Click to download, upload a new version, share with people, groups, or via link, and see sharing settings.
• Click a file name to view the file detail page. You can view detail pages for all files, but you'll only see updates in the Chatter
feed for files you follow.
• Click a file owner's name to see his or her profile.

Note:

• Only files you have access to are listed. For example, if the profile owner posted a file to a private group or library
you're not a member of, you won't see that file in the list.
• Not all files can be previewed, such as copy-protected PDFs, unknown file types, and any file larger than 25 MB.
For files that can’t be previewed, the Preview option isn’t available on feeds or list views, and files appear as generic
file type icons in the feed. Some Microsoft Office 2007 features don't display correctly in previews.
• Files without a file extension or with an unrecognized file extension are listed as “unknown” in the Type column.

Chatter Activity and Influence

See your personal Chatter activity statistics, such as how many posts you’ve made and how many likes you’ve received, and
check your relative Chatter influence.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Chatter activity statistics include how many posts and comments you've made, how many comments you've received, and how
many people liked your posts and comments. Chatter influence shows how your activity stacks up to other people’s.

• Top Influencers lead collaboration efforts by regularly sharing essential content.

• Active Influencers encourage others to get involved and share knowledge.
• Observers are quiet participants or just getting started in Chatter.

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You can see your Chatter activity statistics and influence on your profile under your photo. You can also see your coworkers'
Chatter activity and influence on their profiles. When viewing a profile, hover over under the profile photo for details
about how that person is uniquely influential.

Inviting People to Join Chatter

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

User Permissions Needed

To invite people to Chatter: “Allow Invitations”

You can invite people from your company that don't have Salesforce licenses to use Chatter. Invited users can view profiles,
post on their feed, and join groups, but can't see your Salesforce data or records.
To invite people to Chatter:

1. Click Invite People to Chatter on the People page or Invite Coworkers! on the Chatter page.

Note: You can only invite people with email addresses in your company's domains.
Portal users can't send invitations.

2. To send invitations from Chatter, enter email addresses and click Send.
3. To send invitations using your own email account, click send your own email invitation. If you have a default email client
set, an email containing an invitation link opens in your mail program. Otherwise, you see an invitation link that you can
copy and paste into an email.

You can also invite coworkers to join a public group even if they don't use Chatter yet. Additionally, owners and managers of
private groups can send invitations. If customer invitations are enabled, owners and managers can also invite customers. When
someone accepts an invitation to join the group, they join Chatter as well.
1. Click Groups and click on a group name.
2. In the Members section on the group detail page, click Invite People.
If you are the group owner or manager, you can also click Add/Remove Members, then click Invite them to Salesforce
Chatter!.
3. Enter email addresses and click Send.

Note: If a user doesn't accept the invitation within the first day, Chatter sends an email reminder the second day. If
the user doesn't accept that invitation, Chatter sends another reminder the following day.
A user has up to 60 days to accept an invitation to join Chatter. If during that time, an administrator deselects Allow
Invitations or removes the user's domain from the list, the user can't accept the invitation.

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When delegated authentication single sign-on is enabled in your organization, invited users bypass the password
registration page. If their username already exists, they won’t be able to accept the invitation.

See Also:
About Chatter Customers in Private Groups

Moderate Chatter Free Users

Chatter Moderators

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

User Permissions Needed

To moderate Chatter: “Moderate Chatter”

A moderator is a Chatter user with some additional privileges such as:

• Activate or deactivate Chatter Free users

• Assign a Chatter Free user as moderator or take the privilege away
• Delete posts and comments that they can see

You can tell if someone is a moderator by the special banner on their profile picture.

Assigning Moderator Privileges to Chatter Free Users

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

User Permissions Needed

To assign moderator privileges to Chatter Free users: “Moderate Chatter”

As a moderator, you can assign moderator privileges to Chatter Free users in your organization. You can also remove them if
needed.

1. Go to the person's profile page by clicking their name in the People tab or on a feed.

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2. On the profile page, click Manage User.

• If you want the person to be a moderator, select Assign Moderator Privileges.

• If the person is a moderator and you want to revoke those privileges, select Remove Moderator Privileges.

Deactivating Chatter Free Users

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

User Permissions Needed

To deactivate Chatter Free users: “Moderate Chatter”

As a moderator, you can deactivate Chatter Free users if, for example, they left the company.

1. Go to the person's profile page by clicking their name in the People tab or on a feed.
2. On the profile page, click Manage User and select Deactivate User.

If you need to re-activate a Chatter Free user, you must use global search to find their profile, as deactivated users don't show
up on the People tab. To activate a user:

1. Find the person's profile using global search.

2. On the profile page, click Manage User and select Activate User.

See Also:
What happens when the owner of a Chatter group is deactivated?

Viewing Updates on Records and List Views

Automatically Following Records You Own
When you follow records you create, updates are sent to your Chatter feed when you or someone else changes a tracked field
on those records.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, Developer, and Database.com
Editions.

User Permissions Needed

To view a record: “Read” on the record

By default, you don’t automatically follow the records you create. If you want to automatically follow the records you create,
you must enable auto-follow in your Chatter Settings.

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• If you clicked Setup, select My Chatter Settings > My Feeds.

• If you clicked My Settings, select Chatter > My Feeds.

3. Select Automatically follow records I create.

4. Click Save.

Consider the following tips around auto-following records:

• The Account Owner field of a record is updated to change the account owner. The new account owner only follows the
account automatically, if the Account Owner field is feed-tracked and the new account owner has auto-follow enabled.
• If a workflow changes the Account Owner field while the record is created, the user who created the record doesn’t
automatically follow the account.
Consider the following scenario. You are creating a record. Saving the record starts a workflow that immediately reassigns
the Account Owner field to another user and then saves the record. Meaning, the workflow changes the Account
Owner field before the record is saved. In this case, you don’t follow the record automatically, because you never were the
record owner, even though you technically created the record.

See Also:
Viewing Record Feeds
Record Recommendations

Viewing Record Feeds

View the Chatter feed associated with a record you follow to see updates about the record.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Record feeds allow you to track information for records you have access to. On the record detail page, click Show Feed to
display the record feed above the account details.
In the record feed, you can

• View posts, comments, and tracked field changes

• Write an update about the record and share it with other people who follow the record
Updates on the record detail page also display on the Chatter page of people who follow the record, and anyone who has
access to the records can see the update on the All Company feed.
• See who is following the record
•
Search the record feed ( )

Note: Record field changes in the feed aren’t included in the search results.

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Can I create a custom report for records I'm following?

Currently, you can't customize a report based on records you're following in Chatter.

See Also:
The People and Records You Auto-Follow Initially

Can other people follow records I own?

Yes, provided that they can already see the record. People can only follow records they can see, and by extension, can only see
updates to records they can see.

See Also:
Viewing Record Feeds

Viewing Chatter Feeds on List Views

Switch to an object’s Chatter feed directly from a list view to see updates for the records included in the list view.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

If Chatter is enabled for your organization, Chatter feeds on list views are available for most feed-tracked objects. Some
feed-tracked objects don’t have a Chatter feed associated with their list view. Currently, you can view Chatter feeds on list
views for opportunities, accounts, cases, leads, campaigns, contacts, and custom objects.

• Click Chatter on a standard or custom object list view to see a Chatter feed with updates from the last 30 days for the
records included in the list view.

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If drag-and-drop scheduling on list views is enabled, you won't see Chatter feeds on the list views for accounts, contacts,
or leads.
• Click List to display the list view again.

See Also:
Viewing Record Feeds

Adding a List View as a Chatter Favorite

Add a list view as a Chatter favorite to monitor key business processes directly from your Chatter tab.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

1. Open an existing list view or create a list view for a set of records, like for example accounts, opportunities, or leads.
2. Click Feed in the top-right corner to see the Chatter updates for the list items.
3. Click Add to Favorites.
The favorite name on the Chatter tab is the same as the list view name.

See Also:
Viewing Record Feeds

Dashboards and Dashboard Components

Following Dashboard Components
If feed tracking is enabled for dashboards, you can view updates and field changes in the Chatter feed. You can also follow
dashboards and certain dashboard components.

Available in: Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed

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

Following components isn't supported for dynamic dashboards.

Only unfiltered data is used to generate alerts. This prevents alerts being sent out (incorrectly) because a component’s value
appeared to cross a breakpoint as a result of filtering.
If you don't see feeds, ask your administrator to enable feed tracking for dashboards.
For example, to receive alerts when total sales for a gauge fall below a certain amount, set conditional highlighting on that
component, then follow it.

•
Hover over a component to display the menu.
To clear the hover menu, click an empty part of the screen.
• Click Follow this Component.

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To stop following a component, click and select Following.

See Also:
Viewing Record Feeds

About Posting Snapshots to User and Group Feeds

When you post a component snapshot to a Chatter feed, consider who you would like to share and comment on the component.

Available in: Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions

A snapshot is a static image of a dashboard component at a specific point in time posted to a Chatter feed. Post a component
snapshot to a user or group feed to share and comment on that component. For example, post a snapshot of this month's sales
to your team.
Each snapshot has a “Viewing As” label. This is the name of the running user whose dashboard component you’re viewing.
You can also post snapshots of filtered components (except Visualforce or s-control components). When viewers click the
snapshot title in the feed, they’re taken to your filtered view of the dashboard if the filters are still valid. If the filters aren’t
valid, they see the unfiltered dashboard.
If you don't see the option to post a snapshot, talk to your administrator about enabling dashboard component snapshots.

Important: Posting a snapshot to a user or group feed makes it potentially visible to the entire organization:

• Posting to a user feed makes the snapshot public. Anyone who views that user's profile can see it.
• Posting to a public group makes the snapshot public. Anyone who views your profile or the group feed can see it.
• Posting to a private group shows the snapshot to all group members.

People can see it whether they have access to the dashboard or not. Make sure the component doesn't contain sensitive
information!

See Also:
Following Dashboard Components

Posting Snapshots to Chatter

Post a snapshot of a dashboard component to a Chatter feed to help other users follow changes in the data.

Available in: Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed

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

A snapshot is a static image of a dashboard component at a specific point in time posted to a Chatter feed.
• Post a component snapshot to its dashboard feed to share information with everyone following the dashboard. For example,
post a snapshot of a regional sales chart to let your team know that sales are down in the Midwest.
• Post a component snapshot to a user or group feed to spark comment or action from that user or group.

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Each snapshot has a “Viewing As” label. This is the name of the running user whose dashboard component you’re viewing.
You can also post snapshots of filtered components (except Visualforce or s-control components). When viewers click the
snapshot title in the feed, they’re taken to your filtered view of the dashboard if the filters are still valid. If the filters aren’t
valid, they see the unfiltered dashboard.
If you don't see feeds, ask your administrator to enable feed tracking for dashboards.

1. Hover over a component to display the menu.

To clear the hover menu, click an empty part of the screen.
2. Choose where you want your snapshot to appear.
a. To show it in a dashboard, click Post Snapshot to Dashboard Feed.
b. To show it to a user or group, click Post Snapshot to User or Group Feed.
3. Write a comment in the text box and click OK. If you’re posting a filtered component, you may want to mention that in
your comment.

The snapshot and comment immediately appear in the dashboard feed.

Note: Snapshot images display in feeds for four months. After four months, only the comments remain.

Chatter Groups Page Overview

The Groups page displays a list of the Chatter groups in your company.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Watch a Demo: Using Chatter Groups (2:16 minutes)

Click Groups on the sidebar of the Chatter page to display the list of Chatter groups. On the Groups page you can
Create a new group
Click New Group to access the New Group page and create your group.

Filter and sort the groups list

Use the following filters to filter your groups.
• Recently Viewed shows the groups you recently looked at, starting with the group you viewed last
• My Groups shows the groups you belong to, own, or manage
• Active Groups shows the active groups in your company
• My Archived Groups shows the archived groups you belong to, own, or manage.

Click a column header to sort the list. The Group column sorts by group name; the Last Activity column sorts by the
date of the last post or comment on a group; the Membership column sorts based on your membership status.

Search for a group

Search for groups by typing two or more letters of a group name or description in the Find Groups box. The list
automatically filters based on what you type.

View a group
Click a group name to view the group. You can view all groups, but you'll only see updates and files for public groups,
and for private groups you belong to. Groups that allow customers say (With Customers).

Join a public group or ask to join a private group

Click Join to join a public group. For private groups, click Ask to Join to email a request to join to the group's owner
and managers. Users with the “Modify All Data” permission can directly join private groups, and therefore see Join for
private groups.

Leave a group or withdraw a request to join a group

Click to leave a group or to withdraw a request to join a group.

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View the group owner’s profile

Click a group owner's name to see his or her profile.

Get a group recommendation

View the groups that Chatter recommends you join based on the group's popularity and the number of connections you
have in the group in the Recommendations section. Click More to see the full list. If you don't see recommendations,
you already belong to all the recommended groups.

Using Publisher Actions in Chatter Groups

If your administrator has enabled and configured publisher actions, group members with permissions can create records in the
group in addition to creating standard Chatter posts.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

User Permissions Needed

To create a record in Chatter groups: “Create” on the object

All Chatter groups, except customer groups, use the global publisher layout defined for your organization. The publisher in
customer groups displays only the standard actions—Post, File, Link, and Poll..
Note the following about records created using the publisher in groups:
• A record created in the group displays as a link in a feed post in the group. A similar record creation feed post also displays
in the Chatter feed, the profile feed of the user who created the record, and in the record feed on the record detail page.
The feed filter must be set to Show All Updates to view record creation posts.
• The visibility of records created in groups respects user permissions and sharing access rules in your organization. Group
members without permissions, such as Chatter Free users, can’t see the record or the record feed in any context.
• Group members with permissions can view the record and comment on it from any context (group, owner’s profile, record,
Chatter).
• The group feed aggregates all the comments on the record creation feed post. These could include comments posted outside
the group, by users with permissions to view the record feed.
• Creating a record within a group doesn’t create a group-to-record association.
Note: The ability to create group-to-record associations, follow record feeds in the group, and extend record
sharing access to eligible group members is available through a pilot program. For information on enabling this
feature for your organization, contact salesforce.com.

Create Public or Private Groups

Creating Chatter Groups

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Create Chatter groups to collaborate with your teams and work on projects.

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1. On the Chatter tab, click Groups.

2. Click New Group and enter a group name and description.

Note: The group name must be unique.

If Communities is enabled, the group name must be unique within the community.

3. Optionally, if your administrator has enabled group archiving, change the automatic archiving settings for the group. By
default, groups are set to archive automatically if there are no new feed posts or comments for 90 consecutive days. Groups
are reviewed for feed activity and automatically archived on a weekly basis.

Note: Disable automatic archiving only if a group must remain active at all times, despite extended periods of
inactivity.

4. Select an access level:

◊ Allow Customers: The group owner and managers can invite customers to join the group. You can easily identify
groups with customers by the orange upper left corner of the group photo.

Note: Once you allow customers in a group, you can't change the group access level.

5. Click Save.

Note: You own groups you create. To assign a new owner, finish creating the group, then edit the group settings.

See Also:
Can I change a group's access level, for example, to make a private group public?

Editing, Changing the Owner, Archiving, or Deleting Chatter Groups

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

You can edit settings for Chatter groups you own or manage.

1. Click Group Settings on a group detail page.

2. Optionally, edit the group name and description.
3. Optionally, type a name or click the lookup icon to search the group members to assign a new Owner. Only the current
owner or people with the “Modify All Data” permission can change the owner, and you must choose the owner from
existing members. Customers can't own groups.
4. Optionally, if your administrator has enabled archiving for groups, edit the automatic archiving settings for the group.

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Note: Disable automatic archiving only if a group must remain active at all times, despite extended periods of
inactivity.

5. Optionally, change the access level:

Note: If you change a private group to public, updates and files are visible to all users, all pending requests to join
the group are accepted, and anyone can join the group.

◊ Allow Customers: The group owner and managers can invite customers to join the group. You can easily identify
groups with customers by the orange upper left corner of the group photo.

Note: Once you allow customers in a group, you can't change the group access level.

6. Click Save.

If you own a group or have the “Modify All Data” permission:

• Click Archive to archive the group.

• Click Delete to delete the group.

See Also:
Adding and Removing Chatter Group Members

Adding and Removing Chatter Group Members

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

To add or remove members for Chatter groups you own or manage:

1. Click Add/Remove Members on a group detail page.

2. Find who you're looking for:

• Search using the Find People search box.

• Toggle between Requests to join the group, Members of the group, and Everyone in your company.
• Use the Next and Previous links to see more of the list.

Note: If the group allows customers, existing Chatter customers will appear in this list.
If you can't find who you're looking for, you can invite people by clicking Invite them to Salesforce Chatter!.

3. Click Add to add a member, or to remove a member. For people who have requested to join, click Accept to accept the
request, or to decline.
4. Click Done when you're finished.

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People can also join groups directly. To be notified when you're added to Chatter groups, enable email notifications.

Action Owner Manager Member

Post, comment, and search Yes Yes Yes
group feeds
Change member roles Yes Yes
Edit group settings Yes Yes
Add and remove members Yes Yes
Delete posts and comments Yes Yes
Edit Information field Yes Yes
Archive groups and activate Yes Yes
archived groups
Delete group Yes
Change group owner Yes

People with the “Modify All Data” permission can perform all actions on all groups, and people with the “View All Data”
permission can view details of all groups, regardless of membership.

See Also:
What happens when the owner of a Chatter group is deactivated?

Changing Chatter Group Roles

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

To change Chatter group roles for groups you own or manage:

1. Click Change Roles on a group detail page.

2. To search for members, start typing in the search box. Optionally sort the list by toggling between Managers and All
Members.
3. Select the Manager checkbox for people you want to be managers. If a customer is selected as a manager, they will be able
to see people who ask to join the group, even if they aren't in other common groups, and will be able to approve requests.

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Note: To change the group owner, you must own the group or have the “Modify All Data” permission. Click
the Group Settings link next to the current owner to assign a new owner.

4. Click Done.

See Also:
What happens when the owner of a Chatter group is deactivated?

What happens when the owner of a Chatter group is deactivated?

The deactivated user still owns the group, but a user with the “Modify All Data” permission can assign a new owner.

About Archived Groups in Chatter

Archiving a Chatter group suspends the ability to create new posts or share files with the group, while retaining the group
feed and files for future reference. Other group and feed functionality, such as joining or leaving the group, commenting on
an existing post, mentioning users, searching feeds, searching via global search, and reporting remains available.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

By default, groups are set to archive automatically if there are no new feed posts or comments for 90 consecutive days. Groups
are reviewed for feed activity and automatically archived on a weekly basis.Group owners, group managers, and users with the
"Modify All Data" permission can manually archive and activate groups, or enable and disable automatic archiving for a group
at any time.
Archiving a group offers several advantages. Archived groups are removed from the Active Groups list on the Groups tab and
moved to the My Archived Groups list, allowing users to focus on the more active groups in the organization. Archived groups
don’t appear in searches for sharing a file or feed post with a group. With the restriction on new posts in archived groups, feed
activity in Chatter is streamlined and focused on active group discussions. Note that you can always search for archived groups
and associated content in global search, and that archived groups count toward your group subscription limit.
Groups that have little or no feed activity, but contain useful information that you want to retain, are good candidates for
archiving. Some examples include:

• A group created by a sales team while pursuing a deal can be archived after lead conversion, especially if it contains important
information about the customer.
• A group for planning a company event can be archived after the event to reuse vendor information and planning discussions.
• A group intended to support a major customer deployment can be archived after issues are ironed out, so that customer
support can refer to this information for any future troubleshooting.
• When a legacy group is replaced by a new group that serves the same or broader purpose, the legacy group can be archived
to redirect traffic to the new group.
• Team groups can be archived after a team splits or team members leave the company, so that newer team members can
refer to the information in the old group.

By contrast, consider turning off automatic archiving for high membership groups that are regularly used to share information
or make announcements without a predictable schedule. This will prevent the group from getting archived if there is a gap
longer than 90 days in feed activity.

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Archiving Chatter Groups

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

1. Click Group Settings on the group detail page.

2. You can configure archiving for the group in one of two ways:

• Click Archive to archive the group right away.

• Select Archive this group if there are no posts or comments for 90 days and click Save to set up automatic archiving.

After you archive a group, the publisher is hidden and members can’t create new posts or share files in the group. In addition,
archived groups are removed from the Active Groups filter on the Groups tab. Use the My Archived Groups filter on the
Groups tab to find the archived groups that you own, manage, or belong to. You can also use global search to find archived
groups or associated content. Note that archived groups count toward your group membership limit.You can also use global
search or run a report to find other archived groups in your organization.
Note:
• Group members don’t receive email notifications when a Chatter group they own, manage, or belong to is archived
or activated.
• If your administrator disables archiving for groups, you can’t archive groups or edit automatic archiving settings.
You can activate archived groups at any time, even if the feature is disabled.

See Also:
About Archived Groups in Chatter
Activating Archived Chatter Groups

Activating Archived Chatter Groups

Group owners, group managers, and users with the “Modify All Data” permission can activate an archived Chatter group from
the group detail page.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

1. Navigate to the group you want to activate.

• Use the My Archived Groups filter on the Groups tab to find the archived groups you own, manage, or belong to.
• To find other archived groups, use global search, run a report, or ask your administrator for help.

2. On the group detail page or on the group settings page, click Activate.

The group detail page displays with the publisher enabled so members can create new posts and share files with the group.
Note:
• Group members don’t receive email notifications when a Chatter group they own, manage, or belong to is archived
or activated.

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• You can only activate one group at a time. To activate multiple groups at once, use the Salesforce API.

See Also:
About Archived Groups in Chatter
Archiving Chatter Groups

Deleting Chatter Groups

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Only the owner of a group and users with the “Modify All Data” permission can delete a group.

1. Click Group Settings on a group detail page.

2. Click Delete.
3. Click OK.

Deleting a group permanently deletes the updates of the group, including any links posted to the group. When you delete a
group that includes files, you're not deleting the files, just the references to the files. The files remain in their original location,
such as in each file owner’s Files I Own. If the files were posted to the group and not shared in other locations, deleting the
group also removes the references to the files. The files remain in the file owner's Files I Own, where they're private but can
be shared again later.

Tip: To retain group data for future reference, archive groups instead of deleting them.

See Also:
Archiving Chatter Groups
Viewing Where a File is Shared

Can I change a group's access level, for example, to make a private group public?
If you're a group owner or manager, you can change groups from private to public, or from public to private by editing the
group settings. If you change a private group to public, updates and files are visible to all users, all pending requests to join the
group are accepted, and anyone can join the group. You can't change the group access level for private groups that allow
customers.

View Groups and Their Members

Viewing Chatter Group Details
Click a group's name in a feed, in the Groups list, or on someone's profile to see the group’s updates, files, and group members.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

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How much detail you see and what you can do on a group’s page depends on the type of group, whether you’re a member,
owner or manager of the group, and on your group role.

Non-Members of Public Groups

If you’re viewing the group detail page of a public group you’re not a member of, you can
Post and comment
Type an update above the feed or comment below a post in the feed and click Share.

Join the group

Click Join to join the group.

View group description and information

The group description and information displays below the group photo.

View the group's members

The Group Members section shows the group’s current members. The group owner's picture has a key icon and displays
in the top left. For groups that allow customers, the Customers section shows you if the group has any customers.

View, download, and search files posted to the group

The group files are listed in the Group Files section on the right side of the group detail page.

View the topics the group is talking about

The group’s topics display below posts in the group feed.

Search for group information

Click above the feed to search for information in the group.

Non-Members of Private Groups

If you’re viewing the group detail page of a private group you’re not a member of, you can only
Ask to join the group
Click Ask to Join to send an email to the owner and managers of a private group requesting to join.

View the group’s picture and description

The group description displays below the group photo.

Group Members of Public and Private Groups

When you’re a member of a public or private group, you can also
Change Email Settings
Click Email Me... to be emailed about activity in the group, either every time someone posts, daily, or weekly. The link
changes depending on your settings. For example, selecting Every Post changes the link to Email Every Post. To stop
receiving email for the group's activity, click Turn Off Group Email. Clicking Email Settings takes you to the email
settings page, where you can modify all your Chatter email settings.

Invite People
If your administrator has enabled invitations, click Invite People to invite people not already using Chatter to join the
group. For private groups, you must be a manager or owner to invite people.

Leave the group

Click , or to withdraw a request to join a private group. To leave a group you own, you must first assign a new owner.

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Group Owners and Group Managers

When you’re the owner or manager of a public or private group, you can also
Add or remove group members
Click Add/Remove Members to add or remove group members.

Change the group photo

Hover over the group photo and click Add Photo, Update, or Delete to modify the group photo.

Edit group settings

Click Group Settings to edit group settings, including the name, description, owner, and access level.

Edit the Information section

Click Add Information or in the Information section to add additional information for the group's members. You
can customize this section, including its title, to say anything you want.

Edit the Description section

Click Add Description or in the Description section to add a description of the group.

Change member roles

Click Change Roles to change member roles. This link doesn't display on groups with only one member.

Accept or decline requests for private groups

Click Requests to accept or decline requests to join a private group. This link only displays when there are requests.

Viewing Chatter Group Memberships

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

The Groups list on your profile shows you the Chatter groups you belong to, sorted by the most recent activity date. If you're
not a member of any groups, click Join or create groups to view the Groups tab and join some groups. You can also view the
Groups list on other people's profiles to see their group memberships.
Click Show All to view the full list in alphabetical order.

• Use the Next and Previous links to see more of the list.
• Click to leave a group or withdraw a request to join.
• On another person's groups list, click Join to join a public group.
• On another person's groups list, click Ask to Join to send a request to join a private group.
• Click Done to close the window.

Viewing Chatter Group Members

The Members section on a Chatter group detail page shows all of the members of a group.

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Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

For public groups, you can always see all group members. For private groups, you have to be a member of the group to see the
other group members.

1. Click Show All in the Members section to view the full group member list in alphabetical order.
In the Members window, you can:

• Filter the list to see all members, managers, or the owner

• Use the Next and Previous links to see more of the list
• Search using the Find Members search box
• Click Follow or next to a person's name to start or stop following them.
You can’t follow customers.

2. Click Done to close the window.

Chatter Group Recommendations

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Chatter recommends groups that you might want to join based on:

• The popularity of the group determined by the number of members.

• The number of people you're following in the group. Chatter recommends groups with the most members you're following.
• If the group is new (created in the last month).

To see an expanded list of your recommendations, click More in the Recommendations section. If no recommendations
appear, then you already belong to all the recommended groups.

Using the Group Files List

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

The Group Files list on a Chatter group shows the five most recent files posted to that group. Hover over a file and you can
preview it by clicking the thumbnail, follow, share, download, upload a new version, and go to the file detail page by clicking
the file name.
To see a list of all the files posted to a group, to search for a specific file, or to perform actions on a file, click Show All. The
25 most recently viewed files are listed by default. On this list you can:

• Search for files that have been posted to the group. The list includes files that you and other people have attached to the
Chatter feed on the group. The list doesn't include:

◊ Documents from the Documents tab.

◊ Attachments from the Notes and Attachments related list.

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• Click to download, upload a new version, share with people, groups, or via link, and see sharing settings.
• Click a file name to view the file detail page. You can view detail pages for all files, but you'll only see updates in the Chatter
feed for files you follow.
• Click a file owner's name to see his or her profile.

Note:

• Not all files can be previewed, such as copy-protected PDFs, unknown file types, and any file larger than 25 MB.
For files that can’t be previewed, the Preview option isn’t available on feeds or list views, and files appear as generic
file type icons in the feed. Some Microsoft Office 2007 features don't display correctly in previews.
• Files without a file extension or with an unrecognized file extension are listed as “unknown” in the Type column.

Accepting or Declining Private Group Requests

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

As the owner or manager of a private Chatter group, you can accept or decline requests to join the group. Additionally, users
with the “Modify All Data” permission can view and manage requests for all groups.
1. View the list of requests by doing one of the following:
• On a group detail page, click the Request link, for example, 3 Requests
• On a group detail page, click Add/Remove Members and then click the Requests filter, or scan for requests in the
Everyone filter
• Click the link provided in the email request

2. Accept or decline the requests.

Note: An email is sent to each person to tell them that their request was accepted or declined.

• Click Accept to accept. If there are more than two requests, you can accept them all by clicking Accept x of y, for
example, Accept 3 of 3.
• Click to decline. Optionally enter a message that will be included with your decline email and click Send. If you
change your mind, you can click Cancel to go back.

3. Click Done to close the window.

If you make a private group public, any pending requests are automatically accepted.

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Chatter Messenger (Chat)

What is chat?
Chat lets you chat instantly and securely with people in Chatter. You don’t have to manually add anyone to a buddy
list—everyone you follow in Chatter shows up automatically in your chat list.

Using Chatter Messenger

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Click the Chat header to expand or minimize chat. To get the most out of your chat experience, click in the chat list to
pop it out to a separate browser window. Then, you can easily chat with people while you browse other sites and use other
applications.

Note: Chatter Messenger is not supported using Microsoft® Internet Explorer® version 7.0. Internet Explorer 7 users
don’t have access to Chatter Messenger, and appear offline to other Chatter Messenger users. We recommend these
users switch to a different supported browser.
Chatter Messenger is not available with Communities. It is available for internal users only when the organization-wide
default for the user object is set to Public Read Only.

With chat, you can:

• Let people know if you're available to chat.

• Chat with people.
• Add people to and remove people from your My Favorites list.
• Pop out your chat to a separate browser window.
• Use emoticons when you chat with people.
• Customize your chat options, such as sounds and notifications.
• View your chat history.

Using the Chat List

Tips for using the chat list.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

• Use the search box at the top of your chat list to quickly find and chat with any online Chatter user, including the people
you don't follow.

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• Switch between active chats by clicking a chat in the Current Chats list.
• To add someone to your chat list, follow them in Chatter.
• Add people you chat with frequently to your My Favorites list.
• Click to customize your chat options.
• Click your status at the top of the chat list to change your chat status on page 72.
•
When a chat is minimized, you’ll see the new message indicator for new messages.

Adding People to the My Favorites List in Chat

The list of people you follow in Chatter can be long. Add up to 100 chats with one or more people to your My Favorites list
and they’ll always show up at the top of your chat list.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

• In an active chat with one or more people, click to save the chat as a favorite.
• You can also click and drag a single person’s name from the People I Follow list to the My Favorites list.
• You can rename a chat with multiple people in your My Favorites list. Click Edit next to My Favorites, click the
multiple-person chat you want to rename, and type a new name. For example, if you have a favorite chat with Sue, John,
Jeff, you could rename it to Sales Team. All names must be unique.

Removing People from the My Favorites List in Chat

Remove chats with one or multiple people from your My Favorites list if you chat with them less often. People you follow in
Chatter will still show up in your People I Follow list.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

1. Next to the My Favorites list, click Edit.

2. Next to the name of the chat you want to remove, click the button.
3. When you’ve finished deleting chats from the list, click Done next to the My Favorites list.

You can also remove chats from the My Favorites list by clicking the icon in an active chat.

See Also:
Adding People to the My Favorites List in Chat

Changing Your Chat Status

Let people know if you're available to chat, or set your status to Offline if you don't want to chat.

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Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

People can see your status:

• In their chat lists
• On your profile
• On people hovers
To change your chat status, click Available, Away, or Offline at the top of your chat list. For example, if your status is set to
Available but you don't want to chat with others, click Available and choose Offline.
Your status automatically changes to idle if you're idle for 15 minutes. To change this setting, click Chat > > Options, then
select General Settings.

See Also:
Editing Chat Options

Chatting with People

Chat with one or more people in Chatter.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

1. Start a chat with any online Chatter user.

• Use the search box at the top of Chatter Messenger to find and start a chat with anyone in your organization.
Alternatively, click a name in the People I Follow or My Favorites list.
• From a person’s profile, click Start Chat.
• From any feed, hover over a person’s name and click Start Chat.

2. Optionally, add up to 10 people to the chat.

a. Drag people from your chat list to the active chat, or click at the top of the active chat to search for and add any
online user in Chatter.
b. Repeat until you’ve added everyone you need for the chat.

Click to see a list of everyone in the chat.

Note: When you leave a chat with multiple people, the other people in the chat can continue chatting without you.
You need to be added back to the chat to participate again.

1. Click the Chat header to expand the chat window.

2. Click .
3. Click someone’s name to see your chat history with them.

Adding Emoticons to a Chat

Typing certain combinations of letters and punctuation marks inserts a whimsical icon into your chat conversation.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

The following emoticons are available.

Emoticon Typed Characters

:-), :), :], =)
:-(, :(, :[, =(
:-D, :D, =D
:-O, :O, :-o, :o
:-P, :P, :-p, :p, =P
;-), ;)

You can turn off emoticons in Chat > > Options.

See Also:
Editing Chat Options

Popping Out Chat Windows

Keep chatting—even when you minimize your browser or use other applications—by popping out a chat or your chat list into
a separate browser window.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

• Click in the top-right corner of an active chat or the entire chat list to pop it out.
• Click in the top-right corner of a popped-out chat or chat list to pop it back in to your Salesforce screen.

See Also:
Editing Chat Options

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Editing Chat Options

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

To edit your chat options, click in the top-right corner of the chat window, then click Options.
Tip: When you click , you can also quickly toggle the visibility of My Favorites, People I Follow, and Offline
People in your chat list. You can also toggle the options to Play sounds and Show emoticons.

General Settings

Option Description
Change status to Idle after 15 When selected, your status changes to “idle” if you are idle in your Salesforce app for the
minutes length of time you specify.
Show emoticons When selected, graphics such as or display when people you chat with type standard
textual emoticons such as :-) or :-(.
Show a timestamp only when When selected, the timestamp for chat messages displays only when you hover over an
I hover over a message individual message. When not selected, the timestamp displays inline with each chat message
and status change.

Sounds and Notifications

Option Description
Play a sound for new messages When selected, a sound plays when someone starts a new chat with you.
Note: Sounds play for all incoming messages when a chat is minimized, a chat is
out of focus (for example, if you have multiple chats), or when you’re using another
application or browser tab.

Alert in browser tab for new When selected, a notification saying “You have new chat messages” displays in your browser
messages tab when someone sends you a new chat message.

Chat List
Select the lists of people that you want to see in your chat list:
• My Favorites
• People I Follow
• Show people who are offline

See Also:
Adding Emoticons to a Chat
Changing Your Chat Status

Can I turn off Chat?

To prevent people from chatting with you, set your status to Offline.

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Administrators can enable or disable Chat for an organization.

Can I change the sounds I hear in chat?

To change your sound and notification settings, go to Chat > > Options and select Sounds and Notifications.

See Also:
Editing Chat Options

Private Messages
Chatter Messages Overview
Communicate privately in Chatter using messages.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Watch a Demo: Sending Private Chatter Messages (3:15 minutes)

Chatter messages let you have secure private conversations with other Chatter users. Use messages to send your manager a
question privately, or to communicate with a few select people when a discussion isn't relevant to everyone you work with.
Messages are also used to notify people when a file has been shared with them. Messages don't appear in your feed, your
profile, global search results, or any other part of Chatter that's publicly visible.
View your messages by clicking the Messages link in the Chatter tab. On the My Messages page, you can:

• See the most recent message in each of your conversations. The most recent message displays at the top of the list.
• See the photo of the person who sent the most recent message in a conversation.
• See if you have unread messages ( ).
• See if you sent the most recent reply ( ) in a conversation.
• Click any message to view the full history of messages exchanged in that conversation.
• Send a message by clicking New Message.

Your messages are organized into conversations, with each conversation defined by the unique combination of people
participating in it. For example, let's say you send a message to Sally Smith. When Sally replies, her message continues your
one-on-one conversation. Every new message you send to Sally—even if it's about a different topic—also continues the same
conversation. Over time, you build a rich conversation history with Sally that contains every message you've ever exchanged
with her. At the same time, let's say you send a message to both Sally Smith and Bob Johnson. That message is considered
part of a separate conversation between you, Sally, and Bob. When Sally replies, her message continues a separate conversation
from your one-on-one conversation with Sally.
Consider these tips for using Chatter messages.

• You can send messages to anyone in your Chatter organization. It doesn't matter who you follow, who's following you,
what groups you belong to, or if the recipient is a customer.

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• Conversations can involve just one other person, or up to ten people total, including yourself. You can't send a message to
yourself.
• Conversation participants are established when someone sends the first message in the conversation. No one can add people
or remove people from the conversation after the first message is sent.
• As others reply, the Messages link on the Chatter tab shows the number of conversations with new messages. If you're
already receiving Chatter email notifications, you'll automatically be notified of new messages.
• You can't delete messages or conversations.
• An administrator with the “Manage Chatter Messages” permission can view and delete all users' messages in Chatter; for
example, for compliance purposes.
• If after reading the messages in a conversation you want to mark the conversation unread, you can do so only via the Chatter
REST API, not via the user interface.

Searching for Chatter Messages

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

To search for people and text in your Chatter messages:

1. In My Messages, enter your search terms in the search box above your messages. Keep in mind these simple search tips:

• If you're viewing your list of conversations, search looks for matches across all conversations. If you're viewing a single
conversation, search looks for matches only within that conversation.
• Searching for a person's name (such as bob johnson) finds both the conversations where Bob Johnson is named in
the text as well as conversations where he's a participant. If you search for your own name, search results will include
all of your messages and conversations because you're a participant in every conversation.
• Searching for bob jo finds both Bob Jones and Bob Johnson. We automatically search for terms starting with bob
jo, as if you had entered the * (asterisk) wildcard (bob jo*).
• If you search for the term customer, you'll see matches on that term within the text of messages. Matches don't
include people who are identified as customers in a conversation's participant list.

2. Click Search.
3. Once you see the search results, you can:

• Refine your search by entering additional search terms or using wildcards or operators.
• Click a message to view the full conversation if you initially searched across all conversations.

If there are matches on names in the participant list and the conversation involves lots of people, the match might not be
visible because the participant list doesn't show everyone's name. In other words, you'll see the conversation included as a
match but the highlighted name match might be hidden from view.

Clear your search terms by clicking . Chatter automatically clears your search when you enter a reply, send a new message,
or leave My Messages.

Sending Chatter Messages

Send messages to communicate privately in Chatter.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

To send a Chatter message:

1. Start the message from one of these locations:

• Click the Messages link on the Chatter tab, then click New Message in My Messages.
• Click a person's name anywhere in Chatter to view their profile and click Send a message.
• Click Send a message on a person's hover.
• When viewing the full message history of a conversation, use the text box under the most recent message to send a
reply.
• When viewing the email notification about a message you've received, if email replies to Chatter are enabled, reply to
the email.

Sharing a file with people is another way to send a Chatter message. When you share a file, recipients automatically receive
a message that lets them know the file has been shared, as well as any additional information you provided.
2. If you started in the Send a Message dialog box, you can add people's names to the recipient list. Type a name in the To
field and click the name to select it. Add more people to the conversation by entering additional names.
If you're replying within a conversation or via email, the conversation participants can't be changed.
3. Write your message. Messages can be up to 10,000 characters.
4. Submit your message using the appropriate method:

• In the Send a Message dialog box, click Send.

• If you're replying within a conversation, click Reply (or Reply All if the conversation involves multiple recipients).
• If you're replying via email, use the Send option in your email application.

If your message continues an existing conversation, your reply is added to the conversation and appears at the top of the list
in My Messages. If your message starts a new conversation because you haven't previously exchanged messages with that
unique combination of recipients, your message appears at the top of the list in My Messages as a brand new conversation.

See Also:
Replying to Chatter Email Notifications

Using Chatter Desktop

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

In the Chatter Desktop window:

Click: To:

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Your Change your chat status. Select Available, Away, or Offline. People can’t chat with you when you’re Offline.
profile
photo
See feed updates from everyone and everything you follow, and post an update.
• For any feed post, click Comment to add a comment, Like to receive email notifications if others comment
on that post, or Delete to delete the post, if you have access.
•
To post a file from your computer, drag the file to , or click , which appears when you type a post.
•
To post a link, type the link in the text box at the top of your feed, or click , which appears when you type
a post.
• Use the Sort By filter at the top of a feed to sort updates:

◊ Post Date—Sorts feeds by post date. To see comments, you must click Show All Comments below a
post.
◊ Post and Comment Date—Sorts feeds by post and comment date. Each comment appears again when
you click Show All Comments under its associated post.

See and comment on updates directed to you.

Chat with people and see their updates. Chat messages are displayed in a separate window.
•
Click Chat Favorites to see people or chats you’ve added as favorites. To add a favorite, click next to
someone’s name or in any active chat with one or more people.
• Click Following or Followers then click a person’s name to see their updates or post to their feed.
• Hover over someone’s name:

◊ Click to send them a private message.

◊
Click to add them as a favorite chat. Their name appears in your Chat Favorites list.
◊
Click to follow someone or to stop following them.
◊ Click to start a chat. You can then add up to 10 people to the same chat by clicking in the chat
window and searching for people to add. You can’t chat with people who are Offline.

Note: Chat is only available if it’s enabled in your organization.

Read and reply to private Chatter messages. Click a message to view it, or click New Message to send a new
message.

Note: Messages are only available if they are enabled in your organization.

See feed updates from groups:

• Click a group name or search for a group to view its feed or to post updates. You can post in all public groups
and any private groups that you belong to.
• Click Join to join a group, or Member to leave the group.

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Collaborate with Everyone Create, Share, and Organize Files

• Click to view the group description.

See and comment on records you follow. From the drop-down menu at the top, select the type of record you
want to view, for example, Account. If you’re not following records, there won’t be any records in the list. Click
a record’s name to view its details. Chatter Desktop shows the first eight fields on a record.
Edit your Chatter Desktop settings or switch your connection.

Instantly synchronize your data. While Chatter Desktop synchronizes your data automatically, it does not always
happen instantly.

See Also:
Troubleshooting Chatter Desktop

Create, Share, and Organize Files

Differences between Files, Salesforce CRM Content, Salesforce Knowledge,

Documents, and Attachments
Files Tab Salesforce CRM Salesforce Documents Tab Attachments
Content Knowledge
Purpose Upload, store, find, Publish and share Create and manage Store Web Attach files to
follow, share, and official corporate content, known as resources, such as, records from the
collaborate on files with coworkers articles, in a logos, DOT files, Attachments related
Salesforce files in and deliver them to knowledge base. and other list on selected
the cloud. customers. Internal users and Visualforce detail pages.
customers (on your materials in folders
Customer Portal, without attaching
partner portal, them to records.
Service Cloud
Portal, or
Force.com Sites)
can quickly find and
view articles they
need.
Common Uses Upload a file in Create, clone, or Write, edit, publish, Add a custom logo Add a file to a
Chatter and store it modify a sales and archive articles to meeting requests specific record, like
there privately until presentation and using the Articles by uploading your an event, marketing
you're ready to share save it so only you Management tab or logo to the campaign, contact,
it. Share the file can see it and work find and view Documents tab. or case by attaching
with coworkers and on it. When you're published articles it on the
groups to ready, publish it so using the Articles Attachments related
collaborate and get other users in your tab. Customers and list.
feedback. Attach company have partners can access
files to posts in a access to it. Create articles if Salesforce
Chatter feed on the a content pack and Knowledge is

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Collaborate with Everyone Create, Share, and Organize Files

Files Tab Salesforce CRM Salesforce Documents Tab Attachments

Content Knowledge
Home tab, Chatter send it to enabled in your
tab, a profile, a customers. Customer Portal,
record, or a group. partner portal,
Service Cloud
Portal, or
Force.com Sites.
Create a public
knowledge base so
website visitors can
view articles.
Supported File All All All All All
Types
Maximum File 2 GB • 2 GB 5 MB for • 5 MB • 5 MB for file
Sizes • 10 MB for attachments • 20 KB for a attachments
Google Docs custom-app logo • 2 GB for feed
• 38 MB when attachments
uploaded via the • 10 MB for files
API attached to
• 10 MB when email
uploaded via
Visualforce

See Also:
Files Overview
Salesforce CRM Content Overview
Documents Home

Chatter Files
Files Overview
Use the Files page to upload, store, find, follow, share, and collaborate on files in the cloud.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Watch a Demo: Sharing Files in Chatter (2:45 minutes)

Any file you own and have access to is available to share or attach to posts or comments on Chatter feeds. All file types are
supported, including everything from Microsoft® PowerPoint presentations and Excel spreadsheets, to Adobe® PDFs, image
files, audio files, and video files. Files up to 2 GB can be uploaded by default. However, your maximum file size is determined
by your organization.
Files are automatically added to the Files list when:

• You upload a file.

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

To learn who can perform which actions on a file, see File Sharing Settings and Permissions on page 88. For more information
about Chatter files and Salesforce CRM Content files, see Differences between Files, Salesforce CRM Content, Salesforce
Knowledge, Documents, and Attachments on page 80.

See Also:
Attaching a File to a Post or Comment
Following Files

Files Tab
Using the Files Tab

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

On the Files page, you can:

• See all the files you own or have access to and filter a certain group of files.
• Search for files using specific filters and by typing terms in the Files search box, or the search box at the top of the page.
• Upload private files or upload and share files with people, groups, or via a file link.
• Preview a file without downloading it.
• Follow and receive updates about a file in the Chatter feed. Click next to the file you're following to stop receiving
updates about the file.
• Click to download, upload a new version, share with people, groups, or via link, and see sharing settings.
• Click a file name to view the file detail page. You can view detail pages for all files, but you'll only see updates in the Chatter
feed for files you follow.
• Click a file owner's name to see his or her profile.

See Also:
Filtering Your Files List
File Sharing Settings and Permissions

Filtering Your Files List

Click a filter on the sidebar to see a certain subset of files.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

The Files tab lists all the files you own or have access to. Filters show you certain groups of those files, letting you find what
you’re looking for quickly.

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Filter Name Description

All Files All files you own and have access to.
Recently Viewed The most recent files you've viewed.
MY FILES All of the files you own, files shared with you, and files you
follow.
Files I Own Only the files you own.
Files Shared with Me Only files that have been shared with you either by a private
share or a public post to your profile.
Files I Follow Only the files you're following in Chatter.
FILES IN MY GROUPS Files anyone has attached to groups you're a member of.
FILES IN MY LIBRARIES Files anyone has uploaded to libraries you're a member of, as
well as all files you uploaded to your personal library.

See Also:
Viewing Where a File is Shared

Searching for Files

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Clicking Files displays Chatter and Salesforce CRM Content files you own and have access to, including files posted to feeds.
The 25 most recently viewed files are listed by default. You can see and search a certain group of files by clicking a specific
filter on the sidebar. The search results are filtered based on the terms entered.

• All Files—All files you own and have access to from Chatter and Salesforce CRM Content, including:

◊ Files that have been shared with you

• Recently Viewed—The most recent files you've viewed.

• MY FILES—All files you own, files shared with you, and files you follow.

◊ Files I Own—Files you have:

◊ Files Shared with Me—All files that have been shared with you either by a private share or a public post to your profile.
◊ Files I Follow—All files that you're following.

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Collaborate with Everyone Create, Share, and Organize Files

To search for files using the Files search:

1. Optionally, click a filter on the sidebar to restrict your search to a specific set of files.
2. Enter your search terms in the box on the Files page. You can search by file name, description, owner, type, or within the
file's text.
3. Click Search to see a filtered list of all relevant files based on your search terms. Or click to clear your search terms.

You can also search for files from the header search box. Use feed search to find files posted in a specific Chatter feed, such
as on a profile, on a record, or in a group.

Note: Feed search returns matches for file or link names shared in posts, but not in comments.

The Files list doesn't include:

• Documents from the Documents tab.

• Attachments from the Notes and Attachments related list.

Search supports several file types and has limits on file sizes. If a file exceeds the maximum size, the text within the file isn't
searched, but the file's name, description, type, and owner are.

File Type File Extensions Maximum File Size for Text Within the
File to be Searchable
HTML .htm, .html, .xhtml 5 MB
PDF .pdf 25 MB
PPT .ppt, .pptx, .pptm 25 MB
RTF .rtf 5 MB
Text .c, .cpp, .css, .csv, .ini, .java, 5 MB
.log, .sql, .txt

Word .doc, .docx, .docm 25 MB

XML .xml 5 MB
XLS .xls, .xlsx, .xlsm 5 MB

See Also:
Following Files
Filtering Your Files List

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Upload and Share Files

Overview of Uploading and Sharing Files

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Upload and share files from:

• The Home page

• The Files page
• The Files Shared with list on a group
• The Files Owned by list on a profile

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

The Files Page

When you upload files, they’re added to MY FILES and Files I Own on the Files page. Files you upload from the Files page
are automatically uploaded as private. You own files you upload.
Files are also automatically added to the Files page by:
• Attaching a file to a Chatter feed.
• Uploading files to Salesforce CRM Content personal and shared libraries.
• Creating content packs or uploading Web links in Salesforce CRM Content.
The Files list doesn't include:
• Documents from the Documents tab.
• Attachments from the Notes and Attachments related list.

Note: Files without a file extension or with an unrecognized file extension are listed as “unknown” in the Type
column.

Private Files
A private file is private, not shared with anyone, and you are the file owner. Only file owners and users with the “View All
Data” permission can see private files. Private files are indicated by the word “Private” and a lock icon in both the MY FILES
and Files I Own lists and on the file's detail page. You can search for your private files in Chatter and on the Files list.

Sharing Private Files

You can share private files from the file detail page or by attaching them to a Chatter feed, a profile, a record, or a group. You
can also share a file via a link. When you share a private file, it's no longer private. To learn who can perform which actions
on a file, see File Sharing Settings and Permissions on page 88.

See Also:
File Size Limits in Salesforce

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Uploading Files
You can upload one or more files from the Files page, the Files filter on the Chatter tab, the Files Shared With list on a group,
or the Files Owned by list on a profile.

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Depending on your browser and settings, you may only be able to upload one file at a time. For information on browsers that
support uploading multiple files, see Browsers that Support Uploading Multiple Files on page 88.

1. On the Files page, the Files filter on the Chatter tab, the Files Shared With list on a group, or the Files Owned by list on
a profile, click Upload Files.
2. In your browser’s file selection dialog box, select the files you want to upload.
Press CTRL to select multiple files.

Tip: You can also drag the selected files onto the Files list. This is not supported in Internet Explorer.

3. In the Upload to My Files dialog box, view the status of your file uploads.
If you decide not to upload the files you’ve selected, do one of the following:
a. To cancel uploading a particular file, to the right of the upload status indicator, click .
b. To cancel all remaining files, at the bottom of the dialog box, click Cancel Remaining Uploads.
You’ll need to manually delete files that were uploaded before you clicked Cancel Remaining Uploads from the file
detail page.

4. When your files have been uploaded, click Close.

When you upload files from the Files page, the files are private. You must manually share the files with people or groups.

See Also:
Uploading a New Version of a File

File Size Limits in Salesforce

Available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions

The following are maximum file size limits for files in Salesforce. If you want to increase your file size limits, contact
salesforce.com Support.

Feature Files Tab and Salesforce CRM Salesforce Documents Tab Attachments
Chatter Content Knowledge Related List
Maximum File 2 GB • 2 GB 5 MB for • 5 MB • 5 MB for file
Size • 10 MB for attachments • 20 KB for a attachments
Google Docs custom-app logo • 2 GB for feed
• 38 MB when attachments
uploaded via the
API

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Feature Files Tab and Salesforce CRM Salesforce Documents Tab Attachments
Chatter Content Knowledge Related List
• 10 MB when • 10 MB for files
uploaded via attached to
Visualforce email

See Also:
Overview of Uploading and Sharing Files

Uploading a New Version of a File

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Upload a new version of a file that was previously uploaded to My Files or attached to a Chatter feed. After you upload the
new version, it is available on the Files list and in Chatter. For example, upload a new version of a file if the contents of the
previous version have changed. When you upload a new version of a file, a notification is posted to your Chatter feed. Anyone
following the previous version also gets a notification in their Chatter feed. If the file is private, only the file owner sees the
notification. The notification of the new version includes a file preview, the ability to download, and the file description if
provided. Uploading a new version replaces all previous versions in Chatter, but previous versions are still available by clicking
Show all versions on the file detail page.
To upload a new version:

1. Upload a new version from any of these locations:

• On the file detail page—Click Upload New Version.

• Next to the file in a feed—Click More Actions > Upload New Version.
• Next to the file on the Files page, the Files Shared with list on a group, or the Files Owned by list on a profile—Click
> Upload New Version.
• On a file hover—Click Upload New Version.

2. Click Browse, and select a file from your computer.

3. Optionally, add information about the changes you made to the file in the What Changed dialog box. The information
is shown on the Version History list.
4. Click Upload New Version.

The file detail page and any previous posts show the updated version.

Note:

• Only file owners, collaborators, and users with the “Modify all Data” permission can upload new versions. To
learn who can perform which actions on a file, see File Sharing Settings and Permissions on page 88.
• The file owner doesn't change when a collaborator uploads a new version.

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• If the file is from Salesforce CRM Content, you can't upload a new version from the file detail page. You can
click Go to Content Detail Page and upload a new version there.

See Also:
Viewing File Version History
Following Files

Browsers that Support Uploading Multiple Files

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

These browsers allow you to upload multiple files from the Files tab, the Files Shared With list on a group, or the Files Owned
by list on a profile. If your browser does not support uploading multiple files, you can still upload files one at a time.

Browser Additional Requirements

Google® Chrome™ Must be the latest stable version
Mozilla® Firefox® Must be the latest stable version
Internet® Explorer® 7, 8, 9 Must have Flash 11 or later installed
Apple® Safari® for Mac Version 5.1.x

File Sharing Settings and Permissions

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

This table describes file sharing settings which are determined by how the file is shared. The sharing setting and icon appear
on a file's detail page and on the Shared With list on a file detail page.

Sharing Setting Definition When Does a File Have This Setting?

Private The file is private. It hasn't been shared A file is private when you:
with anyone else besides the owner. Only • Upload it on the Home or Files page
the file owner and users with “Modify All • Publish it to your personal library
Data” permission can find and view this
• Stop sharing it with everyone (Make
file, unless it is in a personal library, then
Private)
only the file owner has access to it.
• Delete posts that include the file and
the file isn't shared anywhere else

Privately Shared The file has only been shared with specific A file is privately shared when it's:
people, groups, or via link. It's not available • Only shared with specific people or a
to all Chatter users in your company. Only private group
the file owner, users with “Modify All

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Sharing Setting Definition When Does a File Have This Setting?

Data” or “View all Data” permission, and • Posted to a private group
specific file viewers can find and view this • Shared via link
file. • Posted to a feed on a record
• Published to a shared library

Your Company All Chatter users in your company can find A file is shared with your company when
and view this file. it's posted to a feed on the Home page,
Chatter page, a profile, a record, or a public
group.

This table describes the actions that can be performed by users based on their permission:

Action File Owner File Collaborator File Viewer

View/Preview Yes Yes Yes
Download Yes Yes Yes
Share Yes Yes Yes
Attach a file to a post Yes Yes Yes
Upload New Version Yes Yes
Edit Details Yes Yes
Change Permission Yes Yes
Make a File Private Yes
Restrict Access Yes
Delete Yes

Note:

• No access means that no one in your company can find or view the file unless the file is specifically shared with
them or a private group they’re a member of.
• Users with “Modify All Data” permission can view, preview, download, share, attach, make private, restrict access,
edit, upload new versions, and delete files they don't own. However, if the file is in a personal library, then only
the file owner has access to it.
• Users with “View All Data” permission can view and preview files they don't own. However, if the file is in a
personal library, then only the file owner has access to it.
• Groups (including group members) and records have viewer permission for files posted to their feeds.
• Permissions for files shared with libraries are determined by the library.

See Also:
Making a File Private
Viewing Where a File is Shared

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Changing File Permissions

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

File owners and collaborators can change file permissions for people and groups from viewer to collaborator and vice versa.
They can also change file permissions for files shared with their company to viewer, collaborator, or no access.

• Viewers can view, download, and share files.

• Collaborators can view, download, share, change permission, edit the file, and upload new versions.
• No access means that no one in your company can find or view the file unless the file is specifically shared with them or a
private group they’re a member of.

To change a file permission:

1. On a file detail page, click Share File > Sharing Settings.

2. Find the person or group whose permission you want to change. Or change permission for Any Chatter user in
your company.
3. Click the Permission drop-down and select Viewer, Collaborator, or No Access (for your company). The change happens
immediately.
4. Click Close.

Note:

• A file is shared with your company when it's posted to a feed on the Home page, Chatter page, a profile, a record,
or a public group. Any Chatter user in your company is given viewer permission by default. If you change
the permission from viewer or collaborator to no access, you remove the share to company and to public groups.
• When you share a file with someone, they are given collaborator permission by default. When you share a file
with a group, the group members are given viewer permission by default. You can change the default permissions
when you share a file for the first time. File owners and collaborators can change permissions after a file has been
shared.
• File link recipients can only view and download files. They can't be collaborators.

See Also:
File Sharing Settings and Permissions
Making a File Private

Making a File Private

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

File owners and users with the “Modify All Data” permission can make a file and file link, if applicable, private ( ) if they
decide they don't want it to be shared anymore. Making a file private removes it from any posts it's attached to and removes
it from everywhere it's been shared. Only the owner and users with the “Modify All Data” permission will have access to it.
Alternately, file owners and users with the “Modify All Data” permission can restrict access to a file that originated in a
Salesforce CRM Content library to remove the file from everywhere it's been shared, except the library.

1. From the file detail page of the file you want to make private or restrict access, click either Share File > Sharing Settings
or Show All on the Shared With list.

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2. On the Sharing Settings dialog box, click Make private (or Restrict access if the file originated in a Salesforce CRM
Content library).
3. On the confirmation dialog box, click Make private (or Restrict access).

See Also:
Post Visibility
Viewing Where a File is Shared

Sharing Files with Groups

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Share a file with a private group so only members of that group can see it or share a file with a public group so members of
that group and all Chatter users in your company can see it. Anyone who can see a file can share it.
To share a file with one or more Chatter groups:

1. Share the file from one of these locations:

• On the detail page of the file you want to share—Click File Sharing Settings > With group. Or click Show All
on the Shared With list then click Groups on the Sharing Settings dialog box.
• Next to the file in a feed—Click More Actions > File Sharing Settings then click Groups on the Sharing Settings
dialog box..
• Next to the file on the Files page, the Files Owned by list, or the Group Files list—Click Share with groups.
• On a file hover—Click Share File then click Groups on the Sharing Settings dialog box.

2. Type the name of the group you want to share the file with and click the name to select it. Group members are given viewer
permission by default which lets them view, download, and share files.
3. Optionally, select Collaborator to give group members permission to view, download, share, change permission, edit the
file, and upload new versions.
4. Optionally, share with more than one group by entering another name.
5. Optionally, add a message that will be posted with the file. If you don't add a message, a generic message is used.
6. Click Share and Close. The file is posted to each group you shared it with.

A private file shared with a private group becomes a privately shared file and displays the privately shared icon ( ). The file
is posted to the group's feed and only the file owner and group members can find and view the file. Any file shared with a
public group is viewable by all users in your company, displays the your company icon ( ), and is posted to the group's feed.

On the Sharing Settings dialog box, click next to a person's or group's name to stop sharing the file with them.

Note:

• Files in your Salesforce CRM Content personal library must first be published before they can be shared.
• Web links and Google Docs from Salesforce CRM Content are listed on the Files tab, but can't be shared in
Chatter.
• Documents from the Documents tab and attachments from the Notes and Attachments related list aren't listed
on the Files tab and can't be shared in Chatter.
• Salesforce CRM Content files in Chatter may be shared with more people than shown on the Sharing dialog box
if they are part of a content pack or delivery.

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• The maximum number of times a file can be shared is 100. This includes files shared with people, groups, and
via links. If a file is privately shared and nears the 100 share maximum, consider making the file public by posting
it to your feed.

See Also:
Using the Group Files List
Viewing Where a File is Shared

Sharing Files with People

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Share a file privately so only specific Chatter users in your company can see it. Anyone who can see a file can share it.
To share a file with one or more Chatter users in your company:

1. Start by sharing the file from one of these locations:

• On the detail page of the file you want to share—Click either File Sharing Settings > With people. Or click Show
All on the Shared With list then click People on the Sharing Settings dialog box.
• Next to the file in a feed—Click More Actions > File Sharing Settings then click People on the Sharing Settings
dialog box.
• Next to the file on the Files page, the Files Owned by list, or the Group Files list—Click Share with people.
• On a file hover—Click Share File then click People on the Sharing Settings dialog box.

2. Type the name of the person you want to share the file with and click the name to select it. They are given collaborator
permission by default which lets them view, download, share, change permission, edit the file, and upload new versions.
3. Optionally, select Viewer to give the person permission to view, download, and share files.
4. Optionally, share with more than one person by entering another name.
5. Optionally, add information to the message that recipients receive.
6. Click Share and Close. Recipients automatically receive a Chatter message on their My Messages page on the Chatter
tab. The message lets the recipient know you shared a file with them and any additional information you provided. If
they're already receiving Chatter email notifications, they'll also automatically be notified of new messages.

Unless the file was already shared with your company, it's privately shared and displays the privately shared icon ( ). It's not
posted anywhere and only the people you specifically shared it with can find and view it. If it was already shared with your
company, it retains the your company icon ( ) and all Chatter users in your company can find and view it.

On the Sharing Settings dialog box, click next to a person's or group's name to stop sharing the file with them.

Note:

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See Also:
Viewing Where a File is Shared

See File Updates in Your Feed

Following Files

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Follow files so you can see updates in your Chatter feed on the Home page and Chatter page, including when a new file version
is uploaded. If you stop following a file, the file remains in your Files list, you just won't see updates in your feed anymore.

Click Follow to start seeing updates, or click to stop seeing updates:

• On the file's detail page

• Next to the file in a feed
• Next to the file on the Files page
• Next to the file on the Files Shared with list on a group
• Next to the file on the Files Owned by list on a profile
• On the file hover

Note:

• You automatically follow files you upload in Chatter, attach to a Chatter feed, or upload to a Salesforce CRM
Content library.
• If you follow a file in Chatter that you have previously subscribed to in Salesforce CRM Content, you can
unsubscribe from the file in Salesforce CRM Content because you'll now be receiving updates about it in your
Chatter feed.

See Also:
Uploading a New Version of a File

Viewing File Version History

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

The file detail page shows the current version number of the file. Click Show all versions to see the Version History list. The
list shows you all the versions of the file uploaded in Chatter, including the current version. From the list you can preview or

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download the file, see who updated it and when, and see the description if provided. The file detail page always shows the
most current version of a file.

See Also:
Uploading a New Version of a File
Following Files

File Recommendations

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Chatter recommends files that you might want to follow based on the popularity of the file, determined by the number of
people who have viewed or downloaded the file. To see an expanded list of your recommendations, click More in the
Recommendations section. If no recommendations appear, then you already follow all the recommended files.

File Previews and Details

Viewing the File Detail Page

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Open a file detail page by clicking a file name on a Chatter feed, on a files list, on a file hover, or by clicking More Actions >
Preview next to the file in a feed. On the file detail page, you can see details about Chatter files and Salesforce CRM Content
files.
From a file detail page, you can:

• View the file without downloading it. If the file has multiple pages, click on the enhanced document player or use the
arrow keys on your keyboard to see each page, zoom in or out, or change the preview width and screen size. Files owners
and anyone with access to the file can preview it.

Note: Not all files can be previewed, such as copy-protected PDFs, unknown file types, and any file larger than
25 MB. For files that can’t be previewed, the Preview option isn’t available on feeds or list views, and files appear
as generic file type icons in the feed. Some Microsoft Office 2007 features don't display correctly in previews.

• See if the file is private ( ), privately shared ( ), or shared with your company ( ).
• Click Download to open or save the file. Anyone who can see a file can download it.
• Click File Sharing Settings to share a file with people, groups, or via file link, or see the Sharing Settings. Anyone
who can see a file can share it.
• Click Make private on the Sharing Settings dialog box to remove the file and file link, if applicable, from everywhere it's
been shared. Or click Restrict access if the file originated in a Salesforce CRM Content library to remove the file from
everywhere it's been shared except the library. Only owners and users with the “Modify all Data” permission can make a
file private ( ) or restrict access.

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• Click Upload New Version to update the file with a newer version. Only file owners, collaborators, and users with the
“Modify all Data” permission can upload a new version of a file.
• Click Edit Details to edit the name or description of the file. Only file owners, collaborators, and users with the “Modify
All Data” permission can edit file details.
• Click Delete to delete the file. Only file owners and users with the “Modify All Data” permission can delete files.
• See who the file is owned by and when it was last modified.
• See the file's description and click the edit icon ( ) to edit the description, or add a description by clicking Add Description.
• See the file's current version number and click Show all versions to see the file's version history.
• Click Follow to follow the file or click to stop following the file.
• See who's following the file.
• See who and what locations the file is shared with.
• If the file originated in Salesforce CRM Content, click Go to Content Detail Page to see the content detail page of that
file. Most actions performed on files that originated in Salesforce CRM Content must be done on the file's content detail
page instead of the file detail page.
• Click the Files or Chatter links at the top of the page to go to the Files list or the Chatter page.
• See other files that people who viewed this file also viewed. If no other files have been viewed by the same people, the
People Also Viewed section doesn't appear on the file detail page.

See Also:
Viewing File Version History
Viewing Where a File is Shared

Editing File Details

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

To edit a file's name and description:

1. On a file detail page, click Edit Details or click the edit icon ( ) next to the description.
2. Optionally, edit the file name and description.
3. Click Save.

If there is no description and you want to add one, click Add Description or click the edit icon ( ) next to the description.
File owners, collaborators, and users with the “Modify All Data” permission can edit file details.

Viewing Where a File is Shared

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

The Shared With list on a file detail page shows you the file owner and who the file is shared with.
Click Show All to view the full list. From the Sharing Settings dialog box you can:

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• See who the file is shared with and their permission: owner, collaborator, viewer, or no access.
• Click People on the Sharing Settings dialog box to share the file with specific people.
• Click Groups on the Sharing Settings dialog box to share the file with specific groups.
• Click Anyone with link on the Sharing Settings dialog box to create and share a file link.
• Click Make private to remove the file and file link, if applicable, from everywhere it's been shared. Or click Restrict access
if the file originated in a Salesforce CRM Content library to remove the file from everywhere it's been shared except the
library. Only owners and users with the “Modify all Data” permission can make a file private ( ) or restrict access.
• On the Sharing Settings dialog box, click next to a person's or group's name to stop sharing the file with them.
• Click Next and Previous to see more of the list, or click Done to close the window.

See Also:
Making a File Private
File Sharing Settings and Permissions

Deleting a File from the File Detail Page

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Note: Only file owners and users with the “Modify All Data” permission can delete files. To learn who can perform
which actions on a file, see File Sharing Settings and Permissions on page 88.

See Also:
Removing and Deleting Files and Links from a Chatter Feed

Document Libraries
Document Library Overview
Available in: All Editions except Database.com

A document library is a place to store files without attaching them to accounts, contacts, opportunities, or other records. Each
document in the document library resides in a folder. The folder’s attributes determine the accessibility of the folder and the
documents within it.

Displaying The Documents Tab

If your Documents tab is not visible, you can customize your display to show it.

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Note: The Documents tab is not part of Salesforce CRM Content.

See Also:
Differences between Files, Salesforce CRM Content, Salesforce Knowledge, Documents, and Attachments

Documents Home
Available in: All Editions except Database.com

User Permissions Needed

To view Documents tab: “Read” on documents
To view documents: “Read” on documents
To upload new documents: “Create” on documents

Clicking on the Documents tab displays the documents home page.

Note: If the Documents tab is not visible, you can customize your display to show it.

• Under Find a Document, enter keywords to search for a document.

• In the Document Folders section, select a folder to view all the documents contained in that folder.
• The Recent Documents section displays the last ten or twenty-five documents you viewed, with the most recently-viewed
document listed first. This list is derived from your recent items and includes records owned by you and other users. Toggle
the Show 25 items and Show 10 items links to change the number of items that display.
• In the Recent Documents section, click New to upload a new document.

Note: The Documents tab is not part of Salesforce CRM Content.

See Also:
Uploading and Replacing Documents
Viewing Document Lists

Viewing Document Lists

Available in: All Editions except Database.com

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User Permissions Needed

To view documents: “Read” on documents
To change document properties: “Edit” on documents
To replace documents: “Edit” on documents
To delete documents: “Delete” on documents

The documents list page displays a list of documents in a selected folder. From this page, you can view detailed document
information or manipulate the document.

• Click the document name to view the document properties.

• Click Edit next to a document to edit the document properties.
• Click Del to move the document to the Recycle Bin.
• Click View to open the file in its associated application. If a file type is not recognized or the application is not loaded on
your machine, Salesforce displays a standard download dialog prompting you to choose a save option.
• Choose a folder to view a list of documents stored in that folder.
• Click any column heading to sort the documents in ascending or descending order by the information in that column.
• At the top of the list, click a letter to display the contents of the sorted column that begin with that character.
• Click Next Page or Previous Page to go to the next or previous set of documents.
• At the bottom of the document list, select fewer or more to view a shorter or longer display list.
• Click Printable View to display the current list view in a format that is ready for printing.

Note: If you can't find a document, you may not have access to the folder that contains it.

Uploading and Replacing Documents

Available in: All Editions except Database.com

User Permissions Needed

To upload new documents: “Create” on documents
To replace documents: “Edit” on documents

Uploading a New Document

To upload a document:
1. Click New Document from the Documents tab or click New next to Recent Documents on the documents home page.
If you do not have a New Document option, check if you have the correct permissions.
2. On the Upload New Document page, specify a descriptive Document Name. If you want to use the file name, leave this
field blank. The file name will appear automatically when you upload the file.
3. If you have the “Customize Application” permission, enter a unique name to be used by the API and managed packages.
4. You can check one of the following:

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• Indicate Document is Internal: When checked, a flag is added to the document indicating that document
viewers should not share the file outside of the organization.
Note: Checking this box does not expressly enforce any security rules.

• Externally Available Image if the document is an image, such as a logo, that's not confidential. Check this
box to:
◊ Make the image available from HTML email templates without requiring a Salesforce username and password
◊ Use the image as a custom tab icon or custom app logo, which do require a Salesforce username and password to
view
◊ Display the image as a custom logo in meeting requests

The Indicate Document is Internal and Externally Available Image checkboxes are mutually exclusive;
you cannot select both.
5. Select a folder for the document.
6. Enter a description to use later as search criteria.
7. Enter keywords that you can use later as search criteria.
8. Select a document or path option.
• To upload a document, click Browse, choose the file, and click Open.
• To store a link to the document, enter the location of the document. Enter a path and file name or a URL such as:
C:\Quotes\quote.doc, \\Server\Departments\Marketing\logo.doc, or http://www.salesforce.com.

9. Click Save.

Replacing a Document
To replace a document with an updated version:
1. Display the document you want to replace. For instructions on locating a document in the document library, see Searching
for Documents on page 100.
2. Click Replace Document.
3. Select a document or path option.
• To upload a replacement, click Browse, choose the file, and click Open.
• To store a link to the replacement, enter the location of the replacement. Enter a path and file name or a URL such
as: C:\Quotes\quote.doc, \\Server\Departments\Marketing\logo.doc, or
http://www.salesforce.com.

4. Click Replace Document.

Tips for Uploading or Replacing Documents

• Documents stored as links cannot be attached to emails, but they save space in your document library.
• If your administrator enables document content search, Salesforce also performs a full-text search of the document. When
a new document is uploaded or an old one is replaced, its contents are available for searches.
• Salesforce stores the most recent upload date as the modified date.
• You can upload documents that have file names of up to 255 characters including the extension.
• The size limit for any document you upload is 5 MB. The maximum size for a custom-app logo is 20 KB.
• Your organization’s used file storage includes all files stored in the document library.

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• If the Disallow HTML documents and attachments security setting is enabled for your organization, you cannot
upload files with the following file extensions: .htm, .html, .htt, .htx, .mhtm, .mhtml, .shtm, .shtml, .acgi.

See Also:
Displaying and Editing Document Properties

Searching for Documents

Available in: All Editions except Database.com

User Permissions Needed

To view documents: “Read” on documents

To find specific documents, use the Find Document button on the documents home page.

1. Click the Documents tab.

2. Enter your search terms. Salesforce searches the following fields:

• Document Name
• Keywords
• Description

3. Click Find Document.

The search returns a list of documents that match all your search terms. The search results are listed in order of the closest
matches. The Keywords and Document Name fields are used to determine the closest matches. The fields you see are
predefined and cannot be changed.

Tip: Use quotation marks around a phrase to search for the words in that sequence. For example, a search for
“my logos” returns documents whose fields or content contains that exact phrase, as well as my and logos. Without
quotation marks, your search returns any document whose fields or content includes any of the words in the search.
For example, my logos returns documents whose fields or content contains my and logos.

4. Select any document to jump directly to the detail page for that document, or click View to open the document in a new
window.

If your administrator enables document content search, Salesforce also performs a full-text search of the document. When a
new document is uploaded or an old one is replaced, its contents are available for searches.

Note: Salesforce automatically determines if the contents of a document can be searched. If the Document Content
Searchable property is checked on a document, then its contents have been processed successfully and can be
searched. If your document is large, it may take several minutes before Salesforce searches the contents of a document
and marks the Document Content Searchable property.

You can also find documents using global search.

1. Enter your search terms in the header search box.

2. Select Search Options... from the drop-down and select Documents to narrow your search results.
3. Click Search.

The following file types are supported for a document content search.

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Note: The contents of documents that exceed the maximum sizes are not searched; however, the document fields
are still searched. Only the first 1,000,000 characters of text are searched. Text beyond this limit is not included in
the search.

File Type File Extensions Maximum Size

HTML (only the text within a <body> 5,120 KB
.htm
tag)
.html

.xhtml

PDF .pdf 25,600 KB

PPT 25,600 KB
.pot

.pps

.ppt

RTF .rtf 5,120 KB

Text 5,120 KB
.c

.cpp

.css

.csv

.ini

.java

.log

.sql

.txt

Word 25,600 KB
.doc

.dot

XLS 5,120 KB, or a maximum cell limit of

.xls
100,000 cells
.xlt

XML .xml 5,120 KB

In some instances documents are not searched. These include:

• If a file extension is changed to a different format, it is not searched, even if both extensions are valid. For example, a .txt
file that is renamed to .rtf is not searched.

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• PDF and Word documents may have security restrictions that prevent them from being searched. To ensure that the
content is searchable, the “content extraction” property on your file must be set to “Enabled” when creating your document.

See Also:
Searching for Content
Searching for Files

Deleting Documents
Available in: All Editions except Database.com

User Permissions Needed

To delete documents: “Delete” on documents
To restore documents: “Delete” on documents

To delete a document, click Del next to the document on the documents list page. Alternatively, click Delete on the documents
detail page.
When you delete a document, Salesforce stores it in the Recycle Bin. You can restore the document to your document library
within that time by clicking Undelete from the Recycle Bin.

Note:

• You can delete any document in your personal folder but you can only delete a document in a public folder if you
have the “Manage Public Documents” permission.
• If you delete a document that's included in a letterhead or HTML email template, any emails using the letterhead
or template display a broken link in its place. You can fix the broken link by removing the document from the
Recycle Bin.
• You can't delete a document that's being used as a custom logo in meeting requests. To delete it, you must either
select another document to use as a logo or uncheck the option to display a custom logo in meeting requests.

Available in: All Editions except Database.com

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User Permissions Needed

To view documents: “Read” on documents
To update properties: “Edit” on documents
To replace documents: “Edit” on documents
To move documents: “Edit” on documents
To delete documents: “Delete” on documents

Displaying Documents - Once you have located a document on the documents home or list pages, click the document name
to display detailed information.
Editing Document Properties - To update document properties, click Edit.
Deleting Documents - To delete a document, click Delete.
Updating Documents - To replace a document with an updated version, click Replace Document.
Emailing Documents - To email a document to a contact, click Email Document, fill in the details of the email, and click
Send. The document is sent as an attachment to the email and is logged in the Activity History for the contact. Documents
that reference URLs rather than physical files cannot be emailed. For a document that is an image embedded in an HTML
email template, such as a logo in a letterhead, make sure the document is marked as Externally Available on the
Documents tab so that a user who does not have a Salesforce username and password can view the image when it is received
in an email.
Searching a Document - To search for a document, enter search terms and click Find Document. A list of documents that
match your search terms displays. You can search for terms using the following fields:

• Document Name
• Keywords
• Description

If Document Content Searchable is checked, the content of a document can also be searched.
Viewing Folder Contents - To view all the documents in a folder, click the folder name.
Moving Documents - To store a document in a different folder, click Edit, choose a new folder, and click Save.

Available in: All Editions except Database.com

Below is a description of the properties in alphabetical order that are stored for each document in the document library.

Field Description
Author The main point of contact for a document. Initially, the person
uploading the document is the author. Thereafter, the author
can be any selected user.

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Field Description
Created By The name of the person who originally uploaded the file.
Modified By The name of the person who last uploaded the file.
Folder The name of the folder that contains the document.
Document Content Searchable A checkbox that indicates if the content within a document
can be searched via the Find Document button on the
Documents tab. This checkbox is automatically set by
Salesforce.
Document Name The name of the document including its file extension.
Document Unique Name A unique name used to refer to the document when using the
Force.com API. In managed packages, this name prevents
naming conflicts on package installations. This name can
contain only underscores and alphanumeric characters, and
must be unique in your organization. It must begin with a
letter, not include spaces, not end with an underscore, and not
contain two consecutive underscores. With this field, a
developer can change certain components' names or titles in
a managed package and the changes are reflected in a
subscriber's organization.
Description A statement distinguishing this document from others.
Indicate Document is Internal A checkbox that adds a flag to the document indicating that
document viewers should not share the file outside of the
organization. Checking this box does not expressly enforce
any security rules.
The Indicate Document is Internal and
Externally Available Image checkboxes are mutually
exclusive; you cannot select both.

Externally Available Image A checkbox that indicates if the document is an image available
for HTML email templates, such as a logo in a letterhead,
and does not require a Salesforce username and password to
view in an email.
This checkbox indicates if the document is an image used as
a custom app logo or custom tab icon, which require a
Salesforce username and password to view.
The Indicate Document is Internal and
Externally Available Image checkboxes are mutually
exclusive; you cannot select both.

Keywords An open text field containing one or more words that describe
the document. The program checks for matches in this field
when doing a search.
Path Stored in place of Document Name if you prefer to create a
link to the document instead of uploading it.
Size The size of the document in bytes.

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Field Description
Type The file type is determined by the file extension. For example,
filename.ppt is recognized as a PowerPoint file. If the
Disallow HTML documents and attachments security
setting is enabled for your organization, you cannot upload
files with the following file extensions: .htm, .html, .htt,
.htx, .mhtm, .mhtml, .shtm, .shtml, .acgi.

Changing Document Authors

Available in: All Editions except Database.com

User Permissions Needed

To change documents: “Edit” on documents

Since documents are stored in folders that control user access, documents do not have owners like other types of records, but
they do have authors. The author represents the user that originally uploaded the document file.
To change the author of a document:

1. View the document you want to modify.

2. Click Change next to the Author field.
The Change link displays only on the detail page, not the edit page. If you do not see the Change link, you may not have
sufficient privileges to change a document author.
3. Enter a new author name. Alternatively, click the lookup icon to choose from a list of users.
4. Check the Send Notification Email box if you would like to alert the new author of this change.

Note: When you change document authorship, Salesforce does not change the document’s visibility.

See Also:
Displaying and Editing Document Properties

Salesforce CRM Content

Salesforce CRM Content Overview
Available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions

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With Salesforce CRM Content you can organize, share, search, and manage content within your organization and across key
areas of the Salesforce application. Content can include all file types, from traditional business documents such as Microsoft®
PowerPoint presentations to audio files, video files, Web pages, and Google® docs.
To learn the different ways files are used in Salesforce, see Differences between Files, Salesforce CRM Content, Salesforce
Knowledge, Documents, and Attachments on page 80.

Overview
Salesforce CRM Content simplifies content management by incorporating user-friendly features into the following tasks:
Organizing
Rather than keep files in folders that make content difficult to find, Salesforce CRM Content stores files in fully searchable
file repositories known as libraries. Administrators can create multiple libraries based on any classification, such as
department name, job function, or team, then configure user permissions within the library to balance content access
with security. Authors assign descriptive labels called tags to help classify and organize content across libraries. You can
view a list of all content that belongs to a particular tag or filter search results based on a tag or tags. Salesforce CRM
Content also provides personal libraries, which allow users to reduce the clutter on their desktops while using
content-management benefits such as document search and version control.

Searching
The powerful Salesforce CRM Content search engine scans the entire body of the document as well as content properties
such as the title, description, tags, categorization data, and author name. You can filter searches by featured content, file
format, author, tags, libraries, or custom fields and then view the results with various levels of detail, providing an easy
way to find relevant content quickly. If Chatter is enabled for your organization, you can also filter your search results
by Chatter files. The “smart bar” graphic for downloads, comments, ratings, and subscribers allows you to compare
documents within a search result set.

Subscribing
Once a file is located, subscribing to it ensures that you receive an email notification when new versions are published
or changes are made to the file's properties. You can also subscribe to authors, tags, and libraries, thus reducing the time
spent searching for new or updated content. Notification emails will arrive real-time or once daily, depending on your
preferences.

Previewing
In Salesforce CRM Content you do not need to download a large document to determine if its content is relevant to
you. The content details page provides document details at a glance, including document title, author, description, tags,
libraries, comments, votes, versions, subscribers, and downloads. If the document is a Microsoft PowerPoint, Word,
Excel, or Adobe® PDF file, you can preview the entire file in your browser without downloading it. Some Microsoft
Office 2007 features don't display correctly in previews. Copy-protected PDFs can't be previewed.

Contributing
Uploading new or revised files in Salesforce CRM Content is fast and easy. During the upload process you choose a
library and content type for your file or Web link, write a description, assign one or more tags, and fill out any customized
fields that help categorize and define your content. Version management does not require checking files in and out,
rather, you simply upload a new version of the file and Salesforce CRM Content maintains a version list accessible from
the content details page. You can download past versions of a file and read all reason-for-change comments that an
author may have included with a new version.

Reviewing Usage and Providing Feedback

Salesforce CRM Content provides several methods for determining whether content is valuable to readers. Featuring a
piece of content increases its visibility in search results. Voting thumbs up or thumbs down on a file, Web link, or Google
doc and adding comments allow you to participate directly in content improvement. You can also see who has subscribed
to a file, link, or doc and how many times files have been downloaded. The Reports tab allows you to create standard or
custom reports on Salesforce CRM Content data. If the content delivery feature is enabled, you can send content to
colleagues, leads, and contacts and then track how often the content has been previewed or downloaded.

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Sharing Content in Salesforce

Salesforce CRM Content is also integrated with leads, accounts, contacts, opportunities, cases, products, and custom
objects. If Salesforce CRM Content functionality is enabled on the Opportunity tab, for example, Salesforce CRM
Content uses the fields on the opportunity detail page to search for files that may be relevant to that opportunity. You
can drill down in the search results as needed or run your own search and then attach one or more files to the opportunity.
The most current version of the file will be available on the detail page for the life of the opportunity.

Sharing Content in Salesforce Classic

Salesforce CRM Content is available in Salesforce Classic. Users can share content with customers and colleagues from
the mobile application when they're away from their desks. Ask your administrator to set up mobile Content.

See Also:
Differences between Files, Salesforce CRM Content, Salesforce Knowledge, Documents, and Attachments

Contribute Content
Contributing Files to Salesforce CRM Content

Available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed

To upload and publish files to a public library: Manage Libraries checked in your library permission
definition
OR
Add Content checked in your library permission definition

To upload and save files to a personal library: None

To publish a file in Salesforce CRM Content:

1. Click the Libraries tab.

2. Do one of the following:

• To publish a new file, click Contribute and select the file.

• To publish a file that is already in your personal library, click the My Personal Content tab, locate the file, and then
click Publish.

Note: To publish multiple pieces of content at once, select two or more checkboxes in the My Personal Content
tab and click Publish Selected. All selected content displays in a tab set within the Save or Publish Content dialog.
Complete the following steps for each tab in the Save or Publish Content dialog.

3. Assign a title and description to your file.

4. Choose a library. This becomes the managing (home) library, meaning that the content can be shared with another library
but only revised by a user with author permissions in the managing library. If you do not want the content to be visible to
other users in your organization, for example if your work is still in progress, choose Save in my personal library.
5. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you do
not choose a language, Salesforce CRM Content associates your content with your personal language setting. If users
restrict their content searches to a particular language, only content associated with that language is displayed in the search
result set.

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6. To publish the content on behalf of another author, choose that author from the drop-down list.
7. Tag your content. Your tagging permission depends on the tagging rule assigned to the library:

• If the library does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags in
the Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags list and
the Popular Tags section on the Libraries tab. The My Recent Tags list on the Contribute window shows the 20 tags
you have used most recently. Click a tag to add it to the Tags field automatically.
• If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new
tag. Click a suggested tag to add it to the Tags field automatically.
• If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you
select a tag it turns green.
• You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag.
• Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase
letters. The case of the original tag is always used.

8. If multiple content types are available, choose one from the drop-down list. The content type determines which custom
fields appear for you to categorize and define your content.
9. After completing the custom fields, click Publish or Save.

Note:

• Unique values in custom fields that are set for the first version of a file aren't included if you upload a new version.
You can set the unique values in the new version as long as they aren't the same as a previous version.
• Files published to a shared library are added to your Files tab and available to other Chatter users in your
organization. Files published to your personal library are added to your Files tab, but are private and not shared
with anyone. For more information about Chatter files and Salesforce CRM Content files, see Differences between
Files, Salesforce CRM Content, Salesforce Knowledge, Documents, and Attachments on page 80.
• Contact Manager, Group, Professional, Enterprise, Unlimited, and Performance Edition customers can publish
a maximum of 5,000 new versions per 24–hour period. Developer Edition and trial users can publish a maximum
of 2,500 new versions per 24–hour period.

See Also:
Updating Content Versions
Creating and Modifying Content Packs in Salesforce CRM Content

Uploading and Publishing Content

Available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed

To upload and publish files and Web links: Manage Libraries checked in your library permission
definition
OR
Add Content checked in your library permission definition

To create and publish Google docs: Google Apps account

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The Libraries tab has several publishing-related options at the top of the page that let you upload, classify, and publish files,
content packs, Web links, and Google docs in Salesforce CRM Content.

Note: The Add Google Doc drop-down list on the Libraries tab only displays if your administrator has enabled the
Add Google Doc to Salesforce service.
For information about associating Google docs with Salesforce CRM Content from your Google Apps account, see
Installing the Add Google Doc to Salesforce Browser Button on page 128.

To publish files, Web links, and Google docs in Salesforce CRM Content, or to create content packs, refer to the following
topics:

• Contributing Files to Salesforce CRM Content

• Contributing Web Links to Salesforce CRM Content
• Contributing Google Docs to Salesforce CRM Content
• Creating and Modifying Content Packs in Salesforce CRM Content

See Also:
Updating Content Versions
Creating Content Deliveries

Salesforce CRM Content File Size Limits

Available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions

The following are maximum file size limits for files in Salesforce CRM Content:

• 2 GB
• 10 MB for Google Docs
• 38 MB when uploaded via the API
• 10 MB when uploaded via Visualforce

See Also:
File Size Limits in Salesforce

Contributing Google Docs to Salesforce CRM Content

Salesforce CRM Content is available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited,
and Developer Editions
Google Docs is available in all editions

User Permissions Needed

Creating a Google doc and linking it to a Salesforce CRM Library member with a library permission that permits
Content library: contributing content
AND
Google Apps account

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With Google Docs™, you can create and share on-demand documents, presentations, and spreadsheets (Google docs) and
see your changes in real time as you collaborate with other users. Associating your Google docs with Salesforce CRM Content
allows you to access all types of content from a single, fully-indexed location. It also ensures that your Google docs receive the
feedback and tracking benefits provided by Salesforce CRM Content features such as votes, comments, and subscriptions.

Adding New Google Docs to a Salesforce CRM Content Library

1. On the Libraries tab, choose New Document, New Spreadsheet, or New Presentation from the Add Google Doc
drop-down button. You may be prompted to log in to Google Apps.
2. Enter a name for your document, spreadsheet, or presentation and click Create Google Doc. The blank Google doc opens
and you can begin adding your text. The Save or Publish Content dialog in Salesforce CRM Content also opens.
3. In the Save or Publish Content dialog:
a. Optionally, provide a description of your Google doc. The description provides at-a-glance information for users who
view the doc's content details page in Salesforce CRM Content.
b. Choose a library. If you do not want to put the doc in a public library, for example if the doc is still in progress, choose
Save in my personal library.
c. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you
do not choose a language, Salesforce CRM Content associates your content with your personal language setting. If
users restrict their content searches to a particular language, only content associated with that language is displayed in
the search result set.
d. To publish the content on behalf of another author, choose that author from the drop-down list.
e. Tag your content. Your tagging permission depends on the tagging rule assigned to the library:
• If the library does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags
in the Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags
list and the Popular Tags section on the Libraries tab. The My Recent Tags list on the Contribute window shows
the 20 tags you have used most recently. Click a tag to add it to the Tags field automatically.
• If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new
tag. Click a suggested tag to add it to the Tags field automatically.
• If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When
you select a tag it turns green.
• You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag.
• Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase
letters. The case of the original tag is always used.

f. If multiple content types are available, choose one from the drop-down list. The content type determines which custom
fields appear for you to categorize and define your content.
g. After completing any custom fields, click Publish to save the Google doc to its Salesforce CRM Content library, or
click Cancel to save the doc to your personal library. From there you can delete the doc from Salesforce CRM Content
or publish it later. Once a Google doc is published in Salesforce CRM Content, all library members can search for the
doc and provide feedback such as comments and votes.

Note: While you have your Google doc open, remember to share it with other Google Apps users in your organization.
Only users with access to the Google doc in their Google Apps account can open the doc from Salesforce CRM
Content.

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Adding Existing Google Docs to a Salesforce CRM Content Library

If you have an existing Google doc, you can publish it into a library:
1. On the Libraries tab, choose Add Existing from the Add Google Doc drop-down button. A list of all the Google docs in
your Google Apps account displays.
2. Optionally, limit your list of docs by entering a search term or choosing to view only documents, presentations, or
spreadsheets.
3. Select the Google doc that you want to add to Salesforce CRM Content and click Contribute.
4. Optionally, edit the title of your Google doc and/or add a description.
5. Choose a library. If you do not want to add the doc to a public library, for example if the doc is still in progress, choose
Save in my personal library.
6. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you do
not choose a language, Salesforce CRM Content associates your content with your personal language setting. If users
restrict their content searches to a particular language, only content associated with that language is displayed in the search
result set.
7. To publish the content on behalf of another author, choose that author from the drop-down list.
8. Tag your content. Your tagging permission depends on the tagging rule assigned to the library:
• If the library does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags in
the Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags list and
the Popular Tags section on the Libraries tab. The My Recent Tags list on the Contribute window shows the 20 tags
you have used most recently. Click a tag to add it to the Tags field automatically.
• If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new
tag. Click a suggested tag to add it to the Tags field automatically.
• If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you
select a tag it turns green.
• You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag.
• Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase
letters. The case of the original tag is always used.

9. If multiple content types are available, choose one from the drop-down list. The content type determines which custom
fields appear for you to categorize and define your content.
10. After completing the custom fields, click Publish or Save.

Contributing Web Links to Salesforce CRM Content

Available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed

To publish Web links in Salesforce CRM Content: Manage Libraries checked in your library permission
definition
OR
Add Content checked in your library permission definition

To classify and publish a Web link in Salesforce CRM Content:

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1. Click the Libraries tab.

2. To add a new link, click Contribute > Do you want to link to a website instead?, then enter the URL, and click Contribute.
To publish a link that is already in your personal library, click the My Personal Content tab, locate the link, and click
Publish.

3. Assign a title and description to your Web link.

4. Choose a library. This becomes the managing (home) library, meaning that the Web link can be shared with another
library but its content details page can only be edited by a user with relevant permissions in the managing library. If you
do not want the link to be visible to other users in your organization, choose Save in my personal library.
5. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you do
not choose a language, Salesforce CRM Content associates your content with your personal language setting. If users
restrict their content searches to a particular language, only content associated with that language is displayed in the search
result set.
6. To publish the content on behalf of another author, choose that author from the drop-down list.
7. Tag your content. Your tagging permission depends on the tagging rule assigned to the library:

Updating Content Versions

Available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed

To add a new version: Add Content checked in your library permission definition

Clicking a file name on any Salesforce CRM Content tab opens the content details page.

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Publishing a New Version

To publish a new version of the file and update its properties:
1. Click Edit > Upload New Version. This option does not appear for Web links, content packs, or Google docs.
To add or remove files from a content pack, see Creating and Modifying Content Packs in Salesforce CRM Content on
page 115.
2. Click Browse to find and select the updated file.
3. As needed, update the Title and Description fields.
4. Fill out the Reason for change field. This text is included on the email notifications sent to subscribers and the version
list located on the content details page.
5. To publish the content on behalf of another author, choose that author from the drop-down list.
6. Tag your content. Your tagging permission depends on the tagging rule assigned to the library:
• If the library does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags in
the Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags list and
the Popular Tags section on the Libraries tab. The My Recent Tags list on the Contribute window shows the 20 tags
you have used most recently. Click a tag to add it to the Tags field automatically.
• If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new
tag. Click a suggested tag to add it to the Tags field automatically.
• If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you
select a tag it turns green.
• You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag.
• Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase
letters. The case of the original tag is always used.

7. Update any custom fields as needed.

8. Click Publish.

Notes on Content Versions

Consider the following information when creating or modifying a new version:
• You cannot edit a file within Salesforce CRM Content. To edit a file, download it from Salesforce CRM Content to your
computer, make your changes, then upload the updated version using the Upload New Version button.
• The Versions subtab on the content details page lists all content versions. The Recent Activity list on the Libraries tab
also notifies users of new content versions.
• Contact Manager, Group, Professional, Enterprise, Unlimited, and Performance Edition customers can publish a maximum
of 5,000 new versions per 24–hour period. Developer Edition and trial users can publish a maximum of 2,500 new versions
per 24–hour period.

See Also:
Uploading and Publishing Content

Deleting, Archiving, and Restoring Content

Available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions

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User Permissions Needed

To archive and restore any content in the library: Archive Content checked in your library permission
definition
To archive and restore content that you published: Add Content checked in your library permission definition

To delete content: Delete Content checked in your library permission

definition

Salesforce CRM Content offers two methods for removing content: archiving and deleting. Archiving a piece of content
removes it from its library but does not permanently delete it from Salesforce CRM Content. Once archived, content cannot
be downloaded and it does not appear in search results, but you can locate and restore it if necessary. Deleted content, however,
is permanently deleted from Salesforce CRM Content when the Recycle Bin is emptied.

Note: If you delete a content pack, you do not delete the individual files within the pack; only the pack (container)
is deleted. Files that are included in a content pack or content delivery cannot be deleted until the pack or delivery is
deleted.

To archive or delete content:

1. Click the file name on the Libraries, Content, or Subscriptions tabs.

2. On the content details page, click Archive Content or Delete Content.

Note:

• Authors can always archive and restore their own content. Authors do not require the Archive Content
library permission option.
• If a file is in Salesforce CRM Content and also posted in Chatter, archiving it doesn't remove the Chatter
post.
• Deleting a Chatter file from the content details page deletes the file from Salesforce CRM Content and from
Chatter.

To restore archived content, open the content details page and click Restore Content. You can use any of the following
methods to open the content details page for an archived piece of content:

• Follow a bookmark to the archived content.

• In the Libraries tab, click a library name to open the library details page. Click the View Archived Content link to see a
list of archived content on the Content tab. The View Archived Content link only displays if you have the Archive
Content, Add Content, or Manage Libraries privileges in your library permission. If you have the Archive
Content or Manage Libraries privileges, you will see a list of all archived content in the library, regardless of author.
If you do not have those privileges but have the Add Content privilege, you will only see archived content that you
authored and archived. Click the content you want to restore to open the content details page.

To restore deleted content, click on the Recycle Bin link in any tab. Select the content and click Undelete.

Note: Archived and deleted files are automatically removed from subscription lists. Subscribers are not notified when
content is archived or deleted.

See Also:
Deleting a File from the File Detail Page

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Creating and Modifying Content Packs in Salesforce CRM Content

Available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed

To create or modify content packs in Salesforce CRM Manage Libraries checked in your library permission
Content: definition
OR
Add Content checked in your library permission definition

A content pack is a collection of related documents or files that are stored as a group in Salesforce CRM Content. For example,
you may want to create a content pack with a product list, price quote, and contract to send to a particular customer. Any file
in Salesforce CRM Content can be added to a content pack, from traditional business documents such as Microsoft® PowerPoint
presentations and Adobe® PDF files, to audio files, video files, and Google docs. Using email or instant messaging, you can
distribute the content pack to colleagues in your organization or leads and contacts outside your organization. The recipient
of a content delivery can click a single URL to open a preview player with which he or she can preview and download the
content. You can then view tracking information to see how often the content pack was viewed and which documents were
downloaded. .

Note: Content packs support all files types; however, the preview player launched by the content-delivery URL
displays only PowerPoint, Word, Excel, and PDF files. The preview player does not display copy-protected PDFs.
Also, working with content packs requires Adobe Flash® Player, version 9.0.11.5 or higher. If you do not have Flash
installed, Salesforce provides a link to Adobe's website where you can download Flash for free.

To work with content packs:

1. Depending on whether you want to create, customize, or modify a content pack, use one of the following options:

Note: The following options are only available if Enable content pack creation is selected in Setup on
the Customize > Salesforce CRM Content > Settings page. If content pack creation is disabled after packs have
been created, Salesforce does not delete existing packs but they cannot be customized or modified.

• To create a new content pack, click the Libraries tab and then choose Create New > Content Pack.
• To create a new content pack by copying an existing pack and adding, removing, or reordering files, open the content
details page for the pack and click Clone & Customize.
• To update a content pack and publish a new version, open the content details page for the pack and click Edit > Edit
Content Pack.

2. Click Search files to display all the content in your libraries. To refine your results, select a specific library to search or
enter a search term in the text box.
In addition to files and documents, search results also list content packs.
3. Drag the desired content from the search results into the assembly section in the lower half of the window. The following
options help you assemble your content pack:

• In the search results, click a document to preview it in the lower half of the window. Choose Add to Content Pack or
Hide preview as needed.
• In the search results, hover over a document and click the folder icon ( ) to view the content packs that use the
document.

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• In the search results, hover over a content pack and click the folder icon ( ) to view all the documents in the pack.
• In the assembly section, hover over a document and click the garbage can icon ( ) to remove that document from the
pack you are assembling.
• Click Clear at any time to revert your changes; click Cancel to return to the Libraries tab.

Note: The maximum number of files that can be included in a content pack is 50.

4. When you are done assembling or modifying your content pack, click Save and assign or change the content pack's name.
5. In the Save or Publish Content dialog:

a. Select a library. If you do not want the content pack to be visible to other users in your organization, for example if
your work is still in progress, choose Save in my personal library.
b. Optionally, add or modify the content pack's description.
c. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you
do not choose a language, Salesforce CRM Content associates your content with your personal language setting. If
users restrict their content searches to a particular language, only content associated with that language is displayed in
the search result set.
d. If you are modifying the content pack, complete the Reason for Change field.
e. To publish the content on behalf of another author, choose that author from the drop-down list.
f. Tag your content. Your tagging permission depends on the tagging rule assigned to the library:

• If the library does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags
in the Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags
list and the Popular Tags section on the Libraries tab. The My Recent Tags list on the Contribute window shows
the 20 tags you have used most recently. Click a tag to add it to the Tags field automatically.
• If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new
tag. Click a suggested tag to add it to the Tags field automatically.
• If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When
you select a tag it turns green.
• You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag.
• Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase
letters. The case of the original tag is always used.

g. If multiple content types are available, choose one from the drop-down list. The content type determines which custom
fields appear for you to categorize and define your content.
h. Click Publish. You can then view the content details page, return to the Libraries tab, or publish another file.

See Also:
Viewing and Editing Content Deliveries

Find Content
Finding Salesforce CRM Content

Available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions

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User Permissions
To access Salesforce CRM Content: Salesforce CRM Content User checked in your personal
information
AND
Member of the library

If your organization has Salesforce CRM Content enabled, you can take advantage of Salesforce CRM Content functionality
on detail pages for leads, accounts, contacts, opportunities, products, cases, or custom objects. The Related Content related
list allows you to search for files, content packs, Web links, or Google docs and attach them to the record. When you attach
a file, the latest version will be available for the life of the record unless the file is removed.
From the Related Content related list, you can:

• Click the content's title to view the content details page where you can perform several tasks, such as commenting and
voting on content, downloading files, opening Web pages and Google docs, and subscribing to content, authors, tags, or
libraries. For more information, see Viewing and Editing Content Details on page 119.
• Click Del next to a piece of content to remove it from the record. This does not delete the content from the Salesforce
CRM Content library.
• If content deliveries are enabled in your organization, click Deliver Content to create a content delivery. A content delivery
allows you to easily convert documents such as Microsoft® PowerPoint and Word files into an optimized web-based version
for easy online viewing. Once you create your delivery, you can send its encrypted URL to any recipient, such as leads,
customers, partners, and colleagues, and then track how often the content is viewed or downloaded. In addition to tracking,
content deliveries provide several benefits over sending files as attachments, such as giving you control over how long the
delivery is available to viewers and whether a viewer can download a file or see it online only. For more information, see
Creating Content Deliveries on page 145.
• Search for related content:

1. Click Find Content or Search All. In both cases, Salesforce CRM Content searches within the libraries that you have
access to. If you click Search All, the search results display all the content in your libraries. For the Find Content search,
your search results contain content that is relevant to the record; Salesforce CRM Content searches for content with
text or attributes that match the following fields:

◊ On an opportunity, the Opportunity Name, Account Name, and all competitors and products.
◊ On an account, the Account Name and Industry.
◊ On a case, the Case Reason, Subject, Account Name, and Industry.
◊ On a lead, the Name, Company, Industry, and Title.

Note: On a custom object, clicking Find Content returns search results that contain the full custom object
name in the document's text or attributes. If no content meets this criterion, the search results will be empty
and a Search All search should be used instead.

2. On the search results page, filter your results as needed by entering search terms or selecting filter criteria from the
sidebar.
3. Click Attach for any file that you want to attach to the record.
4. Click the Back link to return to the detail page.

Searching for Content

Available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions

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User Permissions Needed

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

Clicking the Content tab displays files, content packs, Web links, and Google docs published in your Salesforce CRM Content
libraries. If Chatter is enabled, and your administrator has enabled the setting to show Chatter files in Salesforce CRM Content,
files posted to Chatter groups and other Chatter files that aren't private or privately shared, are also displayed on the Content
tab. The top twenty most recently modified items are listed by default. You can filter the list using the Filter Your Results
sidebar.
To search for specific content:
1. From the Search drop-down list, restrict your search to a specific library or choose to search in all libraries. If available,
restrict your search to just Chatter files or just files in Chatter groups you're a member of.

Tip: To display all the locations where the content appears, click Display Options and select Display Locations.
The locations are listed under each title.

2. Enter your search term(s) and click Go!. Salesforce CRM Content performs a full-text search of the following document
types: rich text format (RTF), UTF-8 encoded TXT, HTML, XML, Adobe® PDF, and Microsoft® Office 97 through
Microsoft Office 2007 Word, Excel, and PowerPoint files.
3. If your administrator has enabled multi-language support, you can restrict your search to a specific language. By default,
Salesforce CRM Content searches all the content in your libraries that is published in your default user language. Searching
in all languages also searches the titles, author names, tags, file extensions, and custom fields of content in all languages.

Note: Searching in all languages does not search the text or description of documents that were published in
languages other than your default user language.

4. Optionally, in the Filter Your Results sidebar, filter your search results by file format, featured content, author, tag, libraries,
language, custom field, or Chatter group (if available). The number in parentheses next to each filter type shows you how
many matching files, content packs, Web links, and Google docs are in the search results.

The Content tab provides several options:

• Click Display Options to customize your view by adding sortable columns for various content criteria (such as Size and
Publication Date), or choosing to display descriptions, tags and locations. Display Locations shows the libraries and
Chatter groups where the content appears. My Libraries: none or My Chatter Groups: none means that the file is a
Chatter file and is not part of any libraries or Chatter groups. The “smart bar” graphic for downloads, comments, ratings,
and subscribers allows you to compare files, content packs, Google docs, and links within a search result set.

Note: Chatter groups are only included in Display Locations if Chatter is enabled, and your administrator has
enabled the setting to show Chatter files in Salesforce CRM Content.

• Select one or more files and click Download to create a zip file with your selected content. Web links and Google docs
cannot be included in zip files.
• Hover over a file icon to see a snapshot of information about the specific file, content pack, Google doc, or Web link and
options such as subscribing, voting, and downloading.

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• Click the subscription icon next to the file name to toggle a subscription on or off. For more information, see Viewing and
Editing Content Subscriptions on page 122.
• Click the file name to view the content details page. The content details page provides all the available information about
a file, content pack, Google doc, or link. For more information, see Viewing and Editing Content Details on page 119.

Search supports several file types and has limits on file sizes. If a file exceeds the maximum size, the text within the file isn't
searched, but the file's author name, tags, file extension, and custom fields are.

Word .doc, .docx, .docm 25 MB

XML .xml 5 MB
XLS .xls, .xlsx, .xlsm 5 MB

Viewing and Editing Content Details

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User Permissions Needed

To preview and download shared content: Member of the library
To preview and download private content: None
To upload a new version: Add Content checked in your library permission definition

To archive and restore content: Archive Content checked in your library permission
definition
OR
Author of the content

To permanently delete content: Delete Content checked in your library permission

definition
To view and edit comments: Modify Comments checked in your library permission
definition
To delete comments: Delete Comments checked in your library permission
definition
To tag content: Tag Content checked in your library permission definition

To mark content as featured: Feature Content checked in your library permission

definition
To deliver content from a shared library: Deliver Content checked in your library permission
definition
To deliver content from a personal library: Deliver Uploaded Files and Personal Content
checked in your library permission definition
To post content from a library to a Chatter feed: Post Content to Chatter Feeds checked in your library
permission definition

Clicking a file name on the Libraries, Content, or Subscriptions tabs opens the content details page, which is a central access
point to preview content and gather information about a particular file, Web link, content pack, or Google doc in Salesforce
CRM Content. Starting with the Summer '10 release, if Chatter is enabled for your organization, files posted to Chatter are
also listed.
The Preview tab displays if your file is one of the following types:

• Microsoft® Office 97 through Microsoft Office 2007 Word, Excel, and PowerPoint. Some Microsoft Office 2007 features
don't display correctly in previews.
• Adobe® PDF. Copy-protected PDFs can't be previewed.
• JPG, BMP, GIF, and PNG

The following options are available on the content details page depending on the type of content you are viewing, your library
permissions, and whether the content is in a public or private library, or from Chatter:

• Click the thumbs up or thumbs down icon to vote for the file, Web link, content pack, or Google doc. To change your
vote, click the opposite icon. After you cast a vote, the Recent Activity list on the Libraries tab indicates whether you like
or dislike the content.
• Click Deliver Content to create a content delivery. Click Deliver Content > Show Content Deliveries to view a list of
deliveries associated with the content.

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• For Web links or Google docs, click the Open button to open the Web page in a separate window. For files, click the
Download button to open or save the file.
• Click Subscribe or Subscribed to toggle your subscription on or off.
• For files, click the Content Packs subtab to see which content packs include this file.

◊ Library administrators can click Remove from all to remove the file from all content packs that include the file.
◊ Click the name of the content pack that includes the file to view the details of that content pack.

• For content packs, click Clone & Customize to create a new pack by adding or removing files and slides. Salesforce CRM
Content saves or publishes your customized pack as new content, not a version of the pack you copied.
• Click Edit > Edit Content Details to modify standard and custom fields.
• Click Edit > Edit Content Pack to create a new version of a content pack by adding or removing files.
• For files, click Edit > Upload New Version to replace the file with a new version. The version option is not available for
Web links, content packs, or Google docs.

Note: If the Add New Version button is grayed out, your organization has exceeded its file storage allowance
and new content cannot be uploaded.

• Click Edit > Archive Content to remove the file, Web link, content pack, or Google doc from the library. Authors can
archive and restore their own content regardless of library permissions.If a file is in Salesforce CRM Content and also
posted in Chatter, archiving it doesn't remove the Chatter post.
• Click Edit > Delete Content to delete the file, Web link, content pack, or Google doc from Salesforce CRM Content by
moving it to the Recycle Bin. Authors can delete and undelete their own content regardless of library permissions. Deleting
a Google doc removes the doc's association with Salesforce CRM Content but does not delete the doc in Google Apps.
You cannot delete a file that is included in a content pack or content delivery. Deleting a Chatter file from the content
details page deletes the file from Salesforce CRM Content and from Chatter.
• Click Edit > Library Actions and choose Move to Another Library to move the content to a different managing (or
“home”) library. Choose Share to Another Library to share content into additional libraries without changing the managing
library. Sharing or linking content to other libraries enables members of those libraries to find your content. If the managing
library and shared library have different tagging rules, the most restrictive tagging rule applies. If you want to remove
content from a library where the content is shared, click Remove from Libraries. This option does not remove content
from its managing library
• Click the Comments subtab to view, add, edit, or delete comments.
• Click the Versions subtab to view a list of all file versions and the reason-for-change statements provided by the authors.
• Click the Downloads subtab to view a list of all Salesforce CRM Content users who have downloaded the file. Download
data is not available for Web links or Google docs.
• Click the Subscribers subtab to view a list of all Salesforce CRM Content users subscribed to the file, Web link, or Google
doc. To subscribe to an author, click the drop-down button next to the author's name. To subscribe to a library, click the
drop-down button next to the library name.
• Click a tag name to view all the content associated with that tag. Click the arrow next to the tag to remove the tag or to
subscribe to all content with that tag.
• To add a new tag, enter a tag name in the Add Tags field and click Save. As you type a tag, Salesforce CRM Content
autosuggests tags based on the tags in your My Recent Tags list in the Save or Publish window and the Popular Tags
section on the Libraries tab.

Note: If your administrator applied a library tagging rule, you may not be able to enter new tags. If the guided
tagging rule is applied, you can click Add Tags and choose from the list of suggested tags or enter new tags. If
the restricted library tagging rule is applied, you can click Add Tags and choose from the list of suggested tags,
but you cannot enter your own tags.

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• Click the author's name to see a list of the author's published content. Click the arrow next to the author's name and choose
Subscribe to Author to subscribe to all content published by that author.
• Click Feature or Don't Feature to toggle the “feature” designation on or off. Featured content receives a higher priority
than similar content in search results; for example, if 100 files contain the search criteria term sales asset, any featured
files with that term will appear at the top of the search results list. Featured content is also listed on the library overview
and library detail pages for quick access.
• Click a library name to view details about the library. Click the arrow next to the library name and choose Subscribe to
Library to subscribe to all content in the library or Show Library Content to view a list of all files, content packs, Web
links, and Google docs published to the library.

Using the Content Related List

Available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed

To access Salesforce CRM Content: Salesforce CRM Content User checked in your personal
information

The Content related list on a record detail page includes links to all of the content that has been associated with that record
in Salesforce CRM Content. Click the file name to open the content details page.
Only Salesforce CRM Content users who are members of the library where the content was published can see the published
file in the Content related list. For example, if you select the “Big Deal” opportunity when publishing BigDealStrategy.doc
into the Sales Collateral library, the Content related list on the “Big Deal” opportunity includes a link to
BigDealStrategy.doc only for members of the Sales Collateral library. Users who are not members of that library do not
see the link.
You can use the Related Content related list to access Salesforce CRM Content from leads, accounts, contacts, opportunities,
products, cases, or custom objects. For more information, see Finding Salesforce CRM Content on page 116.

See Also:
Salesforce CRM Content Overview

Viewing and Editing Content Subscriptions

Available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed

To subscribe to content: Salesforce CRM Content User checked in your personal
information
AND
Member of the library

Clicking the Subscriptions tab displays the Subscriptions home page, where you can view your Salesforce CRM Content
subscriptions and toggle them off or on.

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Note: To subscribe to a file, content pack, Web link, or Google doc, view its content details page and click Not
Subscribed. From the content details page you can also subscribe to a tag, author, or library by using the drop-down
menus next to the tag, author, or library name.

On the Subscriptions tab, click the Content, Tags, Authors, or Libraries subtabs to view your subscriptions. Depending on
your notification settings, you are notified of changes to your subscribed content via real-time emails or a once-daily email.

Tip: To configure your notification settings, go to your personal information page, click Edit, and select Receive
Salesforce CRM Content email alerts. If you want to receive a once-daily summary rather than real-time
email alerts, also select Receive Salesforce CRM Content emails as daily digest.

Subscriptions generate the following notifications:

• If you subscribe to a file, you are notified when a viewer adds comments to the file or when a new version of the file is
published. If you subscribe to a Web link or Google doc, you are notified when comments are added but not when the
link is changed or the doc is edited.
• If you subscribe to a content pack you are notified when a new version of the pack is published. Unless you are subscribed
to the individual files within a content pack, you are not notified when new versions of the files are published.
• If you subscribe to a tag, you are notified of any newly published content that is associated to the subscribed tag. To be
notified that new versions of the tagged content are available, subscribe to the content.
• If you subscribe to an author, you are notified when the author publishes new content. To be notified that new versions
of an author's content are available, subscribe to the content.
• If you subscribe to a library, you are notified when new content is added to the library, including existing content that has
been newly linked to your subscribed library. To be notified that new versions of the library content are available, subscribe
to the content.

See Also:
Updating Content Versions
Following Files
Uploading a New Version of a File

Viewing and Editing Libraries

Available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed

To edit a library: “Manage Salesforce CRM Content”
OR
Manage Libraries checked in your library permission
definition

To add or remove library members: “Manage Salesforce CRM Content”

OR
Manage Libraries checked in your library permission
definition

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Once you have located a Salesforce CRM Content library in the My Libraries area of the Libraries tab home page or on a
content details page, click the library name to display detailed information. For details about the publishing options at the top
of the page, see Uploading and Publishing Content on page 108.
From the library title area, you can click the following quick links:

• Browse to view search results showing all the content in the library.
• Edit to change the library name or description.
• Delete to delete an empty library. If you want to delete a library that contains content, you must first move the content to
another library or delete it and empty the Recycle Bin.

Note: If your Recycle Bin is empty and you are unable to delete the library, another user's Recycle Bin may contain
deleted content from the same library. A library cannot be deleted until all its content is permanently deleted or
moved to another library.

• Edit Members to add or remove library members or change their library permission.
• Tagging Rules to change the tagging method permitted in the library.
• Content Types to restrict the content types available to library contributors.
• View Archived Content to view a list of archived content in the library. If you do not have the Archive Content or
Manage Libraries privilege in your library permission, the archived content list only contains content that you authored
and archived, not content that other authors archived.

The library detail page contains the following sections:

Members
This section lists all the Salesforce CRM Content users who are members of the library. To limit the member list, enter
a username and click Filter. You can filter by the beginning of a username but not the last name.
To add new members to the library:
1. Click Add Members.
2. If you do not immediately see the member you want to add, enter keywords in the search box and click Find.
3. Select members from the Available Members box. Members can include individual Salesforce CRM Content users
or public groups containing Salesforce CRM Content users.

Tip: If you have a large number of Salesforce CRM Content users, create a public group and add the group
to a library rather than adding users to the library individually.

4. Click Add to add the members to the library.

5. Click Next.
6. Select a library permission for each user or public group and click Save.

To remove a member from the library, click Remove. To change a member's library permission, click Edit and choose
a new library permission from the drop-down list.

Featured Content
This section lists the five pieces of content in the library most recently designated as “featured.” If no content has been
featured, this section does not display. Featured content receives a higher priority than similar content in search results;
for example, if 100 files contain the search criteria term sales asset, any featured files with that term will appear at
the top of the search results list. To see all featured content, click Show All. To toggle the feature status on or off, go
to its content details page.

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Top Content
This section includes lists that summarize content activity in your library. Within a list, click a file icon to download the
content or click the title to open the associated content details page. In the Top Content section you can choose from
the following categories:
• Publication Date—This content is sorted in descending order according to the most recent publication date. Choose
the number of records you want to view from the accompanying drop-down list, or click the Show All button to list
all the published files, Web links, and Google docs.
• Num Downloads—This content is sorted in descending order according to the highest number of downloads. The
bar graphic indicates how one record compares to another. Choose the number of records you want to view from the
accompanying drop-down list, or click the Show All button to list all the downloaded content.
• Rating—This content is sorted in descending order according to the highest number of thumbs-up votes. Green
and red in the bar graphic represent positive and negative votes, respectively. Choose the number of records you want
to view from the accompanying drop-down list, or click the Show All button to list all the content with votes.
• Num Comments—This content is sorted in descending order according to the highest number of viewer comments.
The bar graphic indicates how one record compares to another. Choose the number of records you want to view
from the accompanying drop-down list, or click the Show All button to list all the content with associated comments.

Popular Tags
This “tag cloud” shows you how the content in your library has been labeled. Tags are descriptive terms assigned during
upload or revision that help classify and organize content. Click a tag name to view search results containing all the files,
Web links, and Google docs with that tag. The tag names increase in size within the tag cloud according to popularity,
meaning that the largest tags have been assigned to the most content. You can choose to sort the tags alphabetically or
by popularity. The tag cloud contains the 30 most popular tags.

Recent Activity
This section is a snapshot of activity within your library. It shows the most recent files, Web links, and Google docs to
receive comments, votes, or subscriptions. Featured content and newly published content are also included, but new
versions of existing content, archived content, and deleted content do not appear in the Recent Activity section. Use the
Older and Newer buttons to scroll through records. The Recent Activity section contains a maximum of 100 records.

Most Active Contributors

This section shows the authors who have uploaded content into your library most frequently. The names increase in size
according to activity, so the largest names are the authors who have contributed the most content.

See Also:
Managing Libraries
Updating Content Versions

Managing Libraries
Available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions

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User Permissions Needed

To create libraries: “Manage Salesforce CRM Content”
OR
“Create Libraries”

To edit libraries: “Manage Salesforce CRM Content”

OR
Manage Libraries checked in your library permission
definition

Clicking the Libraries tab opens the libraries home page. On the home page you can access your personal library, create new
libraries in Salesforce CRM Content, choose a specific library to view or edit, and analyze library usage and activity. For details
about the publishing options at the top of the page, see Uploading and Publishing Content on page 108. The libraries home
page has two tabs: Shared Content, which provides information about shared libraries, and My Personal Content, which
contains information about your personal library.

Shared Content
The Shared Content tab on the libraries home page contains the following sections:
My Libraries
This section lists all the libraries to which you have access. Click a library name to view details about that library or click
Browse to view a list of all the content in the library. Click the New button to create new libraries, add users to a library,
or assign library permissions to users.

Featured Content
This section lists the five pieces of content in your libraries most recently designed as “featured.” Featured content receives
a higher priority than similar content in search results; for example, if 100 files contain the search criteria term sales
asset, any featured files with that term will appear at the top of the search results list. To see all featured content, click
Show All. To toggle a piece of content's feature status on or off, go to its content details page.

Top Content
This section includes lists that summarize content activity across all your libraries. Each list sorts content according to
specific criteria. Within a list, click a file icon to download content or click a title to open the associated content details
page. In the Top Content section you can choose from the following categories:
• Publication Date—This content is sorted in descending order according to the most recent publication date. Choose
the number of records you want to view from the accompanying drop-down list, or click the Show All button to list
all the published files, Web links, and Google docs.
• Num Downloads—This content is sorted in descending order according to the highest number of downloads. The
bar graphic indicates how one record compares to another. Choose the number of records you want to view from the
accompanying drop-down list, or click the Show All button to list all the downloaded content.
• Rating—This content is sorted in descending order according to the highest number of thumbs-up votes. Green
and red in the bar graphic represent positive and negative votes, respectively. Choose the number of records you want
to view from the accompanying drop-down list, or click the Show All button to list all the content with votes.
• Num Comments—This content is sorted in descending order according to the highest number of viewer comments.
The bar graphic indicates how one record compares to another. Choose the number of records you want to view
from the accompanying drop-down list, or click the Show All button to list all the content with associated comments.

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Popular Tags
This section, commonly referred to as a “tag cloud,” shows you how the content in your libraries has been labeled. Tags
are descriptive terms assigned during upload or revision that help classify and organize content. Click a tag name to view
search results containing all the files, Web links, and Google docs with that tag. The tag names increase in size within
the tag cloud according to popularity, meaning that the largest tags have been assigned to the most content. You can
choose to sort the tags alphabetically or by popularity. The tag cloud contains the 30 most popular tags.

Recent Activity
This section is a snapshot of activity within your libraries. It shows the most recent files, Web links, and Google docs
to receive comments, votes, or subscriptions. Featured content and newly published content are also included, but new
versions of existing content, archived content, and deleted content do not appear in the Recent Activity section. Use the
Older and Newer buttons to scroll through records. The Recent Activity section contains a maximum of 100 records.

Most Active Contributors

This section shows the authors who have published content into your libraries most frequently. The names increase in
size according to activity, so the largest names are the authors who have contributed the most content.

My Personal Content
The My Personal Content tab on the libraries home page is your private library. When you upload or create content and do
not select a public library, your content is stored in your private library. You can publish content to a public library at any time
or leave content in your private library indefinitely. Content in your private library can be assembled in content packs. It can
also be sent to leads and contacts outside your organization using the content delivery feature. See Setting up Content Deliveries
for more information. The My Personal Content tab has the following sections:
Personal Library
If you choose the Save to my personal library option when publishing a file, Web link, content pack, or Google doc,
your content is saved here. You can publish or delete files from this list or click the file's name to view its content details
page. The following options that are available on the content details page for shared content are not available for
personal-library content: tagging, rating, subscribing, tracking downloads, tracking subscriptions, or using custom fields.
If you publish a file from the Personal Library list and click Cancel during the publishing process, your file is deleted.

Upload Interrupted
If an error occurs when you are uploading a new file, for example your browser crashes or your session times out, the file
you were uploading is saved here. Click Publish to publish the file to a public library or save it to your personal library.
If you click Cancel on the Save or Publish Content dialog, your file will be deleted.

Revision Upload Interrupted

If an error occurs when you are uploading a new version of a file, the file you were uploading is saved here. Users can
continue to access the original version. Click Publish to publish the file to a public library or save it to your personal
library. If you click Cancel on the Save or Publish Content dialog, your file will be deleted.

See Also:
Creating and Modifying Content Packs in Salesforce CRM Content

Google Apps
Google Apps Overview
Available in: All Editions except Database.com

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Google Apps™ is a suite of on-demand communication and collaboration services hosted by Google and designed for business
users. Salesforce integrates key Google Apps services and provides several AppExchange apps that enhance and customize
Google-related functionality.
The following services for Google Apps are integrated with Salesforce and require a simple activation by a Salesforce
administrator:
Add Google Docs to Salesforce
Google Docs™ allows you to create on-demand documents, spreadsheets, and presentations, edit them in your browser,
and work together in real time with other collaborators. When the Add Google Docs to Salesforce service is activated,
you can:
• Use the Google Docs, Notes, & Attachments or Google Docs & Attachments related list on any Salesforce record
to create, edit, or view Google docs and associate them to a record.
• Share a Google doc with any Google Apps user in your organization.
• Associate Google docs with Salesforce records even when you are not working in Salesforce by using the Add Google
Doc to Salesforce browser button.
• Add Google docs to Salesforce CRM Content, which allows you to manage all types of content in a centralized
location.

Gmail to Salesforce
Gmail™ is a Web-based email application that operates on all standard browsers and can be used with your company's
domain. Use Gmail to Salesforce to automatically log emails you send from your Gmail account as activities on lead and
contact records in Salesforce.

Gmail Buttons and Links

Gmail Buttons and Links adds Gmail links next to email fields on all records and adds Compose Gmail buttons in
Activity History related lists on leads and contacts. When you click a Gmail link or the Compose Gmail button, Salesforce
automatically logs you into your Gmail account and automatically populates the To field. If Gmail to Salesforce is
activated, Salesforce also populates the BCC field with your Email to Salesforce address.

Installing the Add Google Doc to Salesforce Browser Button

Available in: All Editions except Database.com

A browser button is an applet, or small computer application, that provides one-click functionality similar to a bookmark. The
Add Google Doc to Salesforce browser button allows you to associate a Google doc with several Salesforce records at once,
even when you are not working in Salesforce. To use this browser button, your administrator must enable the Add Google
Doc to Salesforce and you must install the browser button in your browser.
You can access the Add Google Doc to Salesforce browser button on the Contribute tab in Salesforce CRM Content or on
a record detail page:

1. Display any record in Salesforce that has a Google Docs, Notes, & Attachments or Google Docs & Attachments related
list on the record detail page.
2. Choose Add Existing from the Add Google Doc drop-down button in the Google Docs, Notes, & Attachments or Google
Docs & Attachments related list. If the related list contains a Google doc, you can also click Edit next to the Google doc.
3. Click Get the browser button at the bottom of the page.

Note: Because Customer Portal and partner portal users do not have access to the Google Docs, Notes, & Attachments
or Google Docs & Attachments related list in the portal, portal users can only obtain the browser button from the
Contribute tab in Salesforce CRM Content.

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If you use more than one type of browser, for example Microsoft® Internet Explorer and Mozilla® Firefox, install the browser
button in each browser. Google Chrome™ is not supported for the browser button. The instructions for installing the browser
button depend on your browser. In Firefox, drag the browser button to your Bookmarks Toolbar. In Apple® Safari, drag the
browser button to your Bookmark Bar. In Internet Explorer:

Note: The instructions may vary slightly based on your version of Internet Explorer.

1. Right-click the browser button and choose Add to Favorites... from the Add Google Doc to Salesforce page.
2. Save the browser button in the Links folder and click Add.
3. In your browser menu bar, click View > Toolbars and ensure that the Links toolbar is visible.
4. Close and restart your browser. The browser button displays in your Links toolbar.

Note: If you change your personal language setting in Salesforce and want to change the language on the browser
button also, you must delete and reinstall the browser button.

See Also:
Adding Google Docs to Salesforce
Associating Google Docs with Salesforce Records

Using Google Docs in Salesforce

Available in: All Editions except Database.com

User Permissions Needed

Using Google Docs in Salesforce “Read” on the appropriate record type
AND
Google Apps account

Use Google Docs™ to create and share on-demand documents, presentations, and spreadsheets (“Google docs”) and see your
changes in real time as you collaborate with other users. Because your content is stored within Google, there is no need to
manage versions or send attachments by email—simply log in with your Google Apps account and view the current document
or its revision history.
Salesforce and Google Apps allows you to integrate Google Docs with Salesforce. The Docs home page in your Google Apps
account lists all the Google documents, presentations, and spreadsheets that you have created or that other Google Apps users
have shared with you.
For information about Google Docs, refer to Google's online help.

Adding Google Docs to Salesforce

Available in: All Editions except Database.com

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User Permissions Needed

Creating a Google doc and linking it to Salesforce records: “Edit” on the appropriate record type
AND
Google Apps account

Note: To use a Google Apps service in Salesforce, you must be logged in to your Google Apps business account.
Business accounts use your organization's domain; for example, john.doe@company.com. If you are unsure of your
Google Apps username and password, contact your administrator.

Salesforce offers three methods for creating new Google docs and associating them with Salesforce records:

• You can create a Google doc from any detail page. The doc is automatically associated with the record and is visible to
anyone with access to both the record and the Google doc.
• You can create a Google doc from the Docs home page in your Google Apps account and associate the doc to one or more
Salesforce records or Salesforce CRM Content libraries using the Add Google Doc to Salesforce browser button.
• If Salesforce CRM Content is enabled, you can create a Google doc from the Contribute tab to associate it with a Salesforce
CRM Content library.

Tip: For information about using Google Docs, refer to Google's online help.

Adding New Google Docs to a Salesforce Record

1. Display the record you want linked to the new Google doc.
2. On the Google Docs, Notes, & Attachments related list or the Google Docs & Attachments related list, click Add Google
Doc and choose New Document, New Spreadsheet, or New Presentation.
3. To create a blank Google doc:
a. After choosing a doc type from the Add Google Doc drop-down button, choose Create as a blank document,
Create as a blank spreadsheet, or Create as a blank presentation. The name of the radio button
depends on which type of Google doc you chose to create.
b. Enter a name for the document, spreadsheet, or presentation.
c. Click Create Google Doc. The blank document displays with the name you assigned. You can begin editing your doc;
it is automatically associated with the selected record.
Tip: While you have your Google doc open, remember to share it with other Google Apps users in your
organization. Only users with access to the Google doc in their Google Apps account can view the doc from
the record detail page.

4. To create a new Google doc by converting another file format to Google Docs:
a. After choosing a doc type from the Add Google Doc drop-down button, choose Create using an existing
file.
b. Select the file you want to convert. Salesforce can convert the following file types to Google docs:
• Microsoft Word® (doc), text (txt), rich text format (rtf), OpenDocument text (odt), or StarOffice® document (swx)
files up to 500 KB each
• Microsoft Excel® (xls), comma-separated value (csv), or OpenDocument spreadsheet (ots) files up to 1 MB each
• Microsoft PowerPoint® (ppt or pps) files up to 10 MB each

c. Enter a name for the document, spreadsheet, or presentation.

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d. Click Create Google Doc. The file you uploaded is converted to a Google document, presentation, or spreadsheet.
You can begin editing your doc; it is automatically associated with the selected record.
Tip: While you have your Google doc open, remember to share it with other Google Apps users in your
organization. Only users with access to the Google doc in their Google Apps account can view the doc from
the record detail page.

To link an existing Google doc to a record, see Editing Google Doc Links on page 133.

Creating Google Docs from the Docs Home Page

The Docs home page in your Google Apps account lists all the Google docs you have created with your Google Apps account
or that other users have shared with your account. You can access the Docs home page by logging into your Google Apps
account and navigating to the Docs home page. If the Add Google Doc to Salesforce browser button is installed in your
browser, create a Google doc and click the browser button to associate the Google doc with Salesforce records or libraries.
For more information, see Associating Google Docs with Salesforce Records on page 132.

Adding New Google Docs to a Salesforce CRM Content Library

Create a new Google doc and publish it into a library, sharing that document with other members of that library.
1. On the Libraries tab, choose New Document, New Spreadsheet, or New Presentation from the Add Google Doc
drop-down button. You may be prompted to log in to Google Apps.
2. Enter a name for your document, spreadsheet, or presentation and click Create Google Doc. The blank Google doc opens
and you can begin adding your text. The Save or Publish Content dialog in Salesforce CRM Content also opens.
3. In the Save or Publish Content dialog:
a. Optionally, provide a description of your Google doc. The description provides at-a-glance information for users who
view the doc's content details page in Salesforce CRM Content.
b. Choose a library. If you do not want to put the doc in a public library, for example if the doc is still in progress, choose
Save in my personal library.
c. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you
do not choose a language, Salesforce CRM Content associates your content with your personal language setting. If
users restrict their content searches to a particular language, only content associated with that language is displayed in
the search result set.
d. To publish the content on behalf of another author, choose that author from the drop-down list.
e. Tag your content. Your tagging permission depends on the tagging rule assigned to the library:
• If the library does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags
in the Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags
list and the Popular Tags section on the Libraries tab. The My Recent Tags list on the Contribute window shows
the 20 tags you have used most recently. Click a tag to add it to the Tags field automatically.
• If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new
tag. Click a suggested tag to add it to the Tags field automatically.
• If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When
you select a tag it turns green.
• You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag.
• Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase
letters. The case of the original tag is always used.

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or publish it later. Once a Google doc is published in Salesforce CRM Content, all library members can search for the
doc and provide feedback such as comments and votes.

See Also:
Using Google Docs in Salesforce
Contributing Google Docs to Salesforce CRM Content
Installing the Add Google Doc to Salesforce Browser Button

Associating Google Docs with Salesforce Records

Available in: All Editions except Database.com

User Permissions Needed

Associating a Google doc with a Salesforce record: “Read” on the appropriate record type
AND
Google Apps account

When you create, edit, or view a Google doc from your online Docs home page in your Google Apps account, click the Add
Google Doc to Salesforce browser button to associate the Google doc with one or more Salesforce records.
If Salesforce CRM Content is enabled in your organization, you can also add the Google doc to a Salesforce CRM Content
library. Including Google docs in Salesforce CRM Content allows users to access all types of content from a single location
and apply Salesforce CRM Content functionality, such as votes, comments, and subscriptions, toGoogle docs.
To associate a Google doc with Salesforce records from the Docs home page:

1. Open a Google doc.

2. Click the Add Google Doc to Salesforce browser button.
3. In the Add Google Doc To field, enter your search criteria for the Salesforce record.
4. Select an object type from the drop-down list and click Search.
5. Optionally, filter your search results with the Limit to items I own checkbox.
6. In the search results, select one or more records and click Add Google Doc to Selected Records. You can also click any
of the fields in the search-results list to view more information about the record(s).

To associate a Google doc with Salesforce CRM Content from the Docs home page:

1. Open a Google doc.

2. Click the Add Google Doc to Salesforce browser button.
3. In the Salesforce CRM Content message window at the top of the page, click Publish your Google Doc into Salesforce
CRM Content. The message only displays if you are a member of a Salesforce CRM Content library and have a library
permission that allows you to contribute content.
4. In the Describe and Publish window, add a title for your Google doc and, optionally, a description.
5. Choose a library.

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6. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you do
not choose a language, Salesforce CRM Content associates your content with your personal language setting. If users
restrict their content searches to a particular language, only content associated with that language is displayed in the search
result set.
7. To publish the content on behalf of another author, choose that author from the drop-down list.
8. Tag your content. Your tagging permission depends on the tagging rule assigned to the library:

Note: While your Google doc is open, remember to share it with other Google Apps users in your organization.
Only Google Apps users with whom the doc is shared can view and edit the doc.

See Also:
Contributing Google Docs to Salesforce CRM Content

Editing Google Doc Links

Available in: All Editions except Database.com

User Permissions Needed

Editing Google doc links: “Read” on the appropriate record type
AND
Google Apps account

You can associate an existing Google doc with a Salesforce record by adding the name and URL of that Google doc to the
record. An existing Google doc is one that you already have access to on your Google Apps account but is not already associated
with the record you are viewing.

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Note: To add an existing Google doc to a Salesforce CRM Content library, see Contributing Google Docs to
Salesforce CRM Content on page 109.

To add an existing Google doc to a record:

1. Display the record you want to associate with the Google doc.
2. On the Google Docs, Notes, & Attachments or Google Docs & Attachments related list, click Add Google Doc and
choose Add Existing.
3. Enter a Name for the Google doc and its URL.
4. Click Save.

Tip: You can find the URL by clicking Take me to Google Docs.

Once a Google doc is associated with a Salesforce record, clicking Edit next to that doc on the Google Docs, Notes, &
Attachments or Google Docs & Attachments related list displays the Add Existing Google Doc page. Modify the Name and
URL as needed.

Tip: For information about using Google Docs, refer to Google's online help.

See Also:
Associating Google Docs with Salesforce Records

Collaborate with Partners and Customers

Communities

Salesforce Communities Overview

Communities are branded spaces for your employees, customers, and partners to connect. You can customize and create
communities to meet your business needs, then transition seamlessly between them.

Available in: Performance, Unlimited, Developer, and Enterprise Editions

Watch a Demo: Setting Up Your Salesforce Community (5:59 minutes)

Communities are a great way to share information and collaborate with people outside your company who are key to your
business processes, such as customers or partners.
You can use Communities to:

• Drive more sales by connecting your employees with your distributors, resellers, and suppliers
• Deliver world-class service by giving your customers one place to get answers
• Manage social listening, content, engagement, and workflow all in one place

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You can create multiple communities within your organization for different purposes. For example, you could create a customer
support community to reduce support costs, or a channel sales community for partner deal support, or you could have a
community specifically dedicated to an upcoming event.
Communities may contain a subset of features and data available in your internal Salesforce organization and can be customized
to use your company branding. In addition, you can choose which members from your company and which customers, partners,
or other people outside your company can join.
Communities live inside your organization and are easily accessed from a drop-down menu in the top left corner of Salesforce.
Use this menu to switch between your communities and your internal Salesforce organization.

Navigating to Communities
Available in: Performance, Unlimited, Developer, and Enterprise Editions

You can easily switch between working in your internal organization and collaborating with customers or partners in
communities. The global header is not available by default, the administrator for your organization must enable it for community
members.

Note: Organizations who enabled Communities prior to Winter ‘14 see the new global header by default when they
turn on Communities.

The menu on the left side lets you switch between communities and your internal organization.

• To access communities from within your organization, click next to Organization Name in the drop-down and select
the community you want to switch to. The drop-down shows Published communities that you’re a member of. If you
have the “Create and Manage Communities” permission, you also see Preview communities that you’re a member of.
• To return to your internal organization, click next to Community Name in the drop-down and select your organization
name.

Internal users who aren’t members of any community just see the company name. External users see the drop-down menu
only if they belong to more than one published community.

Note: If an external user who is only a member of one Published community is given the URL for a Preview
community, they won’t see the drop-down menu when in the Preview community.

You can work in more than one community at a time if you open each one in a different browser tab.
Switching between your internal organization and your communities doesn’t have to disrupt your workflow. We automatically
return you to the page where you were last working, so you can pick up right where you left off.

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Note: If your organization is in the process of setting up My Domain but hasn’t finished deployment of the new
custom domain, switching from a community to your internal organization directs you to the Salesforce login page
instead. This can happen when you’ve logged in using a My Domain URL that has been registered but not yet
deployed. Once your domain is deployed, selecting your organization in the drop-down directs you to the internal
organization as expected.

The Your Name menu on the right side contains links to edit your contact information and log out. For internal users, it also
contains a link to Help & Training and may also contain links to Setup and other tools depending on user permissions and
enabled features.

Sharing Personal Contact Information within Communities

Users can specify how much of the contact information from their profile is visible to external users, such as customers and
partners, and guest users viewing publicly accessible pages that don’t require login.
When interacting with other community members, it’s important to balance being visible and accessible with protecting your
personal contact information. You may not want to show your job title, phone numbers, and other contact details outside of
your internal organization. Your customers and partners may not want other customers and partners viewing all of their contact
information.
Use either the user interface or API to control visibility. In the global header, click Your Name > Edit Contact Info to edit
your contact information and visibility settings. Some fields allow up to three levels of visibility, while others allow fewer.
• Employees—Only members from the internal organization can view.
• External—Members from the internal organization and external members, such as customers and partners, can view.
External users are users with Community, Customer Portal, or partner portal licenses.
• Public—Anyone can view, including guest users viewing publicly accessible pages that don’t require login. Guest users can
access public Site.com and Force.com sites, and public pages in Communities, via the Guest User license associated with
each site or community.
In the API, setting a field to true on the User object makes it visible to the type of user indicated in the field name (external
or guest users).
Consider these tips about the visibility of your contact information.
• Your chosen settings apply to every community you’re a member of.
• When a user is restricted from viewing a contact information field, there are differences in what’s displayed in the user
interface versus the API.
◊ In the user interface, the restricted field is hidden from your profile everywhere that it usually displays in a community.
If your organization displays your profile information on custom Visualforce pages, the field still displays, but with the
value #N/A.
◊ In the API, a field set to false returns the value #N/A.

• Information in hidden fields on a profile is not searchable by other partners and customers in the community, but is
searchable by users in the company’s internal organization.

Default Visibility Settings for Contact Information

This table summarizes the default visibility settings for contact information and your options for restricting visibility.

Contact Default Where to Set in Options for API Controls on User Object
Information Visibility User Interface Restricting
Visibility
First Name Public Go to Your None—always N/A
Name > Edit visible to everyone

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Contact Default Where to Set in Options for API Controls on User Object
Information Visibility User Interface Restricting
Visibility
Last Name Contact Info, unless your
then click About administrator
Nickname
customizes what
displays using
Visualforce or
Site.com
Title External Go to Your Employees, UserPreferencesShowTitleToExternalUsers
Name > Edit external, or public
UserPreferencesShowTitleToGuestUsers
Contact Info,
then click About Note: When the guest user preference is set to
true, the job title field is visible to external
members even if the external member preference
is set to false.

Profile photo External. On your profile External or public UserPreferencesShowProfilePicToGuestUsers

Users page, click
without Update under
access your photo (or
see the Add Photo if you
stock haven’t added a
photo. photo yet), then
select Show in
communities
with publicly
accessible
pages

City Employees Go to Your Employees,

Note: For each pair of preferences controlling
Name > Edit external, or public
State the visibility of a field, when the guest user
Contact Info,
preference is set to true, the field is visible to
Zip/Postal Code then click
Contact external members even if the external member
Country preference is set to false.

UserPreferencesShowCityToExternalUsers
UserPreferencesShowCityToGuestUsers
UserPreferencesShowCountryToExternalUsers
UserPreferencesShowCountryToGuestUsers
UserPreferencesShowPostalCodeToExternalUsers
UserPreferencesShowPostalCodeToGuestUsers
UserPreferencesShowStateToExternalUsers
UserPreferencesShowStateToGuestUsers

All other fields Employees Go to Your Employees or UserPreferencesShowEmailToExternalUsers

Name > Edit external
UserPreferencesShowFaxToExternalUsers
Contact Info,
then click UserPreferencesShowManagerToExternalUsers

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Contact Default Where to Set in Options for API Controls on User Object
Information Visibility User Interface Restricting
Visibility
Contact or UserPreferencesShowMobilePhoneToExternalUsers
About
UserPreferencesShowStreetAddressToExternalUsers
UserPreferencesShowWorkPhoneToExternalUsers

Managing Your Community Email Notifications

Use email notifications to keep up with important updates in communities.

Available in: Performance, Unlimited, Developer, and Enterprise Editions

You can choose to receive email notifications whenever someone posts on your profile, comments after you on a post you’ve
commented on, posts to a group you belong to, and more. Email notification preferences are set by community.

To set your email preferences, go to your profile page within a community, click the drop-down button ( ) in the upper-right
corner and select My Settings, then click Email Settings. You can turn individual notifications on or off.
Your chosen settings apply to the current community. If you don’t belong to any groups yet, you won’t see the option to set
groups on this page until after you join your first group. You can also set your group email preferences using the Email Me...
drop-down on each group’s page. You can choose to receive a daily or weekly digest email or an email every time someone
posts. This option is visible if you’re a group member.
Your email options are similar to the ones in your internal organization under Your Name > Setup > My Settings > Chatter
Email Notifications (or Your Name > My Settings > Email Settings for Chatter Free users). Within communities, however,
note the following differences:

• The default notification frequency for new groups you join can’t be set via the user interface. It can be set only via Salesforce
APIs (SOAP API and REST API).
• Personal digests aren’t currently available.
• The Flags an item as inappropriate option appears for all members of the community, but only sends notifications
if:

◊ You’re a moderator (with the “Moderate Communities Feeds” permission) and a member flags a post or comment you
have access to
◊ You’re a group owner or manager and a member flags a post or comment in your group

See Also:
Salesforce Communities Overview

Moderation
Communities Moderation Overview
Community moderation allows you to empower members of your community to monitor content and ensure that it is appropriate
and relevant.

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Available in: Performance, Unlimited, Developer, and Enterprise Editions

Moderation is crucial for a community to thrive. You need active moderators who are willing to spend time ensuring that the
members and content in your community are appropriate and helpful. You also need to empower members to speak up when
they view something as inappropriate or offensive.
With Communities Moderation, you can

• Designate specific users as moderators so that they can closely monitor the community
• Allow all members to flag posts and comments that are inappropriate
• Allow moderators to review flagged items and take action, such as deleting a post or comment
• Allow moderators to delete files
• Allow group owners and managers to moderate within their groups

See Also:
What is a Community Moderator?
Flagging a Post or Comment in a Community

What is a Community Moderator?

Moderators help ensure the success of your community.
In a successful community, members are actively engaged and communicating with others. A community moderator facilitates
knowledge sharing within a community to help members benefit and derive value from their participation. The moderator
also helps to ensure that all communications and content in the community are appropriate.
The moderator can be an employee from your internal organization or a trusted external member of the community. This
person should be accustomed to interfacing with customers, familiar with Salesforce and Chatter capabilities, and can spend
time regularly monitoring the community.
A moderator can:

• Manage the list of flagged posts and comments in the community

• Remove flags
• Delete inappropriate posts, comments, and files

A moderator can also help drive the success of a community in many other ways.

• Sharing relevant and useful information in community posts

• Encouraging members to post and comment on each other’s posts
• Setting an example by their activity in the community
• Keeping discussions focused, spam-free, and non-controversial
• Redirecting email conversations to communities when it can benefit other community members
• Establishing the community as a reliable source of information and a forum for transparent discussions

You can choose to designate more than one moderator for a community, especially if the community has a large number of
members.

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Note: Although they share some similar capabilities, a community moderator is different than a Chatter moderator.

See Also:
Moderating Your Community
Moderating Community Files

Flagging a Post or Comment in a Community

If another member of your community posts something inappropriate, you can flag it.

Available in: Performance, Unlimited, Developer, and Enterprise Editions

The ability to flag a post or comment as inappropriate shows when Allow members to flag content is selected for a
community.
Flagged posts and comments are sent to the community moderator for review. Other members in the community can’t see
your flag.
Note: Flagging items on record feeds within the community isn’t currently supported.

1. Click at the top right corner of the post or comment you want to flag to expand the drop-down menu.
2. Click Flag as inappropriate.
The flag icon displays next to the post or comment date.

If you flagged the item by accident or decide you want to remove the flag, simply click , and click Remove flag.

You might want to flag a post if:

• A member accidentally posts something company confidential to a public group
• A member posts or comments and uses language you find offensive

See Also:
Communities Moderation Overview

Moderating Your Community

If you are the moderator of a community, you can review a list of posts and comments that members of the community flagged
as inappropriate and take action. If you’re a group owner or manager, you can view and remove flags on items in your groups.

Available in: Performance, Unlimited, Developer, and Enterprise Editions

User Permissions Needed

To view flagged items, remove flags, and delete posts or “Moderate Communities Feeds”
comments:
To delete files: “Moderate Communities Files”

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The Flagged filter shows when Allow members to flag content is selected for a community.
Flagged items have a small orange flag next to the post or comment date. The number next to the flag indicates how many
people have flagged the item. The moderator can review each item in the list and decide whether to take action.
Note: Moderators can only view and act on items they have access to.

1. On the Chatter tab in your community, click the Flagged filter and review the flagged items.
2. Click Delete or Remove Flags, depending on whether you agree that the post or comment is inappropriate and should
be deleted or whether the post or comment was flagged in error.
3. Click OK.

Tip: If you want to receive an email each time an item in your community is flagged, select the Flags an item
as inappropriate checkbox on the Chatter Email Notifications page.

See Also:
What is a Community Moderator?
Managing Your Community Email Notifications

Moderating Community Files

If you are the moderator of a community, you can delete files that shouldn’t be present in the community. Additionally, group
owners and managers can delete files in the groups they own and manage.

Available in: Performance, Unlimited, Developer, and Enterprise Editions

User Permissions Needed

To view flagged items, remove flags, and delete posts or “Moderate Communities Files”
comments:

Moderators can delete files only when Allow members to flag content is selected for a community.
Members of your community may post files that aren’t appropriate because they contain sensitive information or content that
may be offensive. Moderators can delete files in the community that they have access to.
Groups owners and managers can delete files in the groups they own and manage, regardless of whether community moderation
is enabled.

1. Within the community, access the files details for the file you want to delete.
2. Click Delete.
The file is permanently deleted from the community.

See Also:
What is a Community Moderator?

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Chatter Customer Groups

About Chatter Customers in Private Groups

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Chatter customers are users outside your company's email domains who can only see groups they're invited to and interact
with members of those groups; they can't see any Salesforce information.
Chatter customers:

• Can only be added to Chatter if:

◊ A manager or owner of a group that allows customers invites them to the group.
◊ An administrator adds them in Setup by clicking Manage Users > Users.

• Can only see:

◊ Groups they belong to.

◊ People in groups they belong to. Customers only see limited profiles including photo, name, title, email, common
group memberships, common files, and activity statistics and influence. They can't post to profiles.
◊ Files shared to groups they belong to.

• Can't see:

◊ Records or other Salesforce information, even in search results.

◊ Topics, including topics in the feed, the topics list, topic detail pages, Recently Talked About, and Trending Topics.
(Customers can see hashtag (#) topics.)
◊ Recommendations and can't be recommended to others. Additionally, groups that allow customers can't be recommended.

• Are identified as a customer in profiles and groups they belong to. Customers and groups with customers are easily identified
by the orange upper left corner of their photo.
• Have limited profiles, including name, photo, title, company, email, feed, group membership, file ownership, and activity
statistics and influence.
• Can't be followed. Additionally, customers can't follow people or files.
• Can be group members and managers. If the customer is a manager, they will be able to see users who request to join the
group, even if they aren't in other common groups, and approve requests.
• Can't own, create, delete, moderate, join, or ask to join groups.
• Can invite people that they're in common groups with to join groups that they manage.
• Can't invite people inside your company's domain whose profiles they can't see.
• Can’t chat on page 71 with other users.

Note: Customer invitations don’t support custom domains created using My Domain, single sign-on, and IP
restrictions. To allow customer invitations with these features enabled, we recommend one of the following approaches:

• Customize the single sign-on page for your organization with an additional link redirecting users to
https://login.salesforce.com.
• Enable single sign-on for your customers.

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Note:

• When you invite someone as a customer to your group, they are given a unique username and password to log in
to this group within your organization, even if they’re already a member of another Salesforce organization. They
will not be able to use other Salesforce logins to access your customer group.
• If a customer has an issue logging in to the group, verify that they are using the username and password from the
welcome email they received after registering for the group. If the problem persists, ask your administrator for
help.
• If a customer loses their password, they can use the Forgot Password option to reset it. If they don’t have their
username, they should contact the administrator of the organization in which they’re a customer to recover it.

Considerations for Mobile Users

Chatter customers are able to log in and use the Salesforce1 apps and the Chatter Mobile for BlackBerry app. The same
restrictions are applied to customer users as when using Chatter on the Web.

See Also:
Chatter Groups Overview
Adding or Removing Customers in Chatter Groups

Adding or Removing Customers in Chatter Groups

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

If customer invitations are enabled for your organization, you can add, remove, and invite customers in private groups you
own or manage that allow customers.

1. Navigate to a group detail page.

2. To add people who aren't already customers in your company, click Invite People, or Add/Remove Members > Invite
them to Salesforce Chatter!. Enter email addresses separated by commas, and an optional message, and click Send.
When someone accepts your invitation, they join Chatter and become a member of the group.
3. To add people who are already customers in your company, click Add/Remove Members, then:

• Search using the Find People search box.

• Toggle between Members of the group and Everyone in your company.
• Use the Next and Previous links to see more of the list.
• Click Add to add a customer, or to remove a customer.
• Click Done when you're finished.

Note:

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• If a customer loses their password, they can use the Forgot Password option to reset it. If they don’t have their
username, they should contact the administrator of the organization in which they’re a customer to recover it.

See Also:
Adding and Removing Chatter Group Members
Viewing Chatter Group Members

Sharing Files via Link

Available in: Group, Professional, Enterprise, Performance, Unlimited, Contact Manager, and Developer Editions

Share a file with anyone by creating a file link and sending it via email or IM. Creating a link generates an encrypted URL
that you can send to any recipient, such as leads, customers, partners, and coworkers, inside or outside of your company. When
your recipients click the link, they see a web-based version of the file that they can easily view and download. Sharing via link
is on by default for most organizations that have Chatter. Administrators can enable sharing via link by enabling these
permissions:

1. From Setup, click Customize > Content Deliveries > Settings. Select Enable content deliveries and Enable
Chatter file links.
2. From Setup, click Manage Users > Permission Sets. Select a permission set, click System Permissions, and select Create
and Share Links to Chatter Files.
3. From Setup, click Manage Users > Profiles. Select a profile, click Edit. In General User Permissions, select Create
and Share Links to Chatter Files. You don't need this permission for files in a shared Salesforce CRM Content
library. Instead, complete steps 1 and 2 and then ensure the user is a library member and that Deliver Content is checked
in the library permission definition.

Create and share a file link:

1. Start by sharing the file from one of these locations:

• On the Files page—Click Upload a file, click Browse and select a file from your computer, then click Share via link
> Upload.
• On the Home page—Click Create New > File, click Browse and select a file from your computer, then click Share
via link > Upload.
• On a file detail page—Click File Sharing Settings > Via link.
• On the Sharing Settings dialog box—Click Anyone with link from the Share with list.
• Next to the file on the Files page, the Files Owned by list, or the Group Files list—Click > Share via link.
• Next to the file in a feed or on a file hover—Click More Actions > File Sharing Settings, then click Anyone with link
from the Share with list.

2. Click Copy if available (or copy the link manually), and paste the link into an email or IM. File link recipients can only
view and download files. They can't be collaborators.

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On the Sharing Settings dialog box, click next to a link to stop sharing it. Anyone with the link will no longer be able to
access the file.

Note:

• Files in your Salesforce CRM Content personal library must first be published before they can be shared.
• Web links and Google Docs from Salesforce CRM Content are listed on the Files tab, but can't be shared in
Chatter.
• Documents from the Documents tab and attachments from the Notes and Attachments related list aren't listed
on the Files tab and can't be shared in Chatter.
• The maximum number of times a file can be shared is 100. This includes files shared with people, groups, and
via links. If a file is privately shared and nears the 100 share maximum, consider making the file public by posting
it to your feed.

Creating Content Deliveries

Available in: All Editions except Database.com
Salesforce CRM Content available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, and
Developer Editions

User Permissions Needed

To create content deliveries from a shared library in Salesforce Member of the library
CRM Content:
AND
“Deliver Content” checked in your library permission
definition

To create content deliveries from a personal library inSalesforce “Deliver Uploaded Files and Personal Content” checked in
CRM Content: your general permission definition
To create content deliveries (non-Content user): “Deliver Uploaded Files and Personal Content” checked in
your general permission definition

A content delivery allows you to easily convert documents such as Microsoft® PowerPoint and Word files into an optimized
web-based version for easy online viewing. Once you create your delivery, you can send its encrypted URL to any recipient,
such as leads, customers, partners, and colleagues, and then track how often the content is viewed or downloaded. In addition
to tracking, content deliveries provide several benefits over sending files as attachments, such as giving you control over how
long the delivery is available to viewers and whether a viewer can download a file or see it online only.
A content delivery can be created from the Content Deliveries related list on most Salesforce objects. Salesforce CRM Content
users can also create a content delivery from the content details page or the Related Content related list.

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To create a new content delivery:

1. From the Content Deliveries related list, Related Content related list, or the content details page, click Deliver Content.
2. Upload a file or confirm the file name. If you are a Salesforce CRM Content user, search for the content in your libraries
that you want to deliver. Salesforce CRM Content users can search for content in shared libraries or a personal library.
3. Optionally, modify the Delivery Name field. This is the name that identifies your content delivery in Salesforce. We
recommend using a name that will make the delivery easily distinguishable from other deliveries on the same record. The
default delivery name includes the file name and today’s date.
4. Select the delivery methods that determine how your content can be viewed. The options that appear depend on the file
format you uploaded.

• Choose Allow Recipient to View in the Browser to create an online version of the file that recipients can
view in their browser.
• Choose Allow Recipient to Download as [file type] file to allow the recipient of your content delivery
to view the content in its original format. For example, if you uploaded a Microsoft® Word file, this field will be Allow
download as .doc file.
• Choose Allow Recipient to Download as PDF to create a .pdf version of the file. This option is only available
for Microsoft® PowerPoint, Word, and Excel files.

5. Select Notify Me of First View or Download if you want to receive an email the first time your recipient clicks
the content-delivery URL.
6. If the content you are delivering is time-sensitive, select the Remove Access to Content on checkbox and enter an
expiration date. By default, the expiration date is 90 days from the current date. After creating your content delivery, you
can change the expiration date at any time on the delivery detail page.
7. Optionally, select Require a Password to Access Content. When you create the content delivery you will receive
a password to include with the delivery URL that you send to your recipients. The password is available for the life of the
delivery on the delivery detail page.
8. Optionally, use the lookup to associate your content delivery with a Salesforce record. The record you were viewing when
you clicked Deliver Content is selected by default.
9. Click Save & Next. Your delivery will usually be ready within a few moments, but you can click Notify Me to exit the
content delivery wizard and be notified via email when your content delivery is ready.
10. If you did not exit the content delivery wizard, click Preview to verify that you are satisfied with the delivery.

Important: Formatting in the original file may not display correctly in the online version. If you chose Allow
Recipient to View in the Browser, preview your content delivery before sending its URL to your
recipients. If you are not happy with the quality of the online version, click Previous and choose to make your
content available in its original file format or a PDF only.

11. Copy and paste the delivery URL and, if applicable, its password into an email or instant message for delivery. The URL
is available on the delivery detail page. For more information, see Viewing and Editing Content Deliveries on page 146.

Viewing and Editing Content Deliveries

Available in: All Editions except Database.com
Salesforce CRM Content available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, and
Developer Editions

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User Permissions Needed

To view the delivery detail page: Access to the associated content details page in Salesforce
CRM Content
OR
Access to the record associated with the content delivery

To edit, expire, or delete a content delivery: Owner of the record

OR
“Modify all Data”

On the Content Deliveries related list or the Content Deliveries list page, click the name of a content delivery to open the
detail page.
Viewing Content Delivery Details
The delivery detail page provides all the information associated with a content delivery, including the URL required to
access the content delivery, the number of times the delivery has been viewed, and the delivery settings. For a description
of each field, see Content Delivery Fields.

Editing Content Delivery Details

Click Expire Now to immediately remove access to the content delivery. Click Edit to modify details such as the delivery
methods, expiration date, or the record the delivery is associated with. For a description of each field, see Content
Delivery Fields.

Deleting Content Deliveries

Click Delete to remove access to the content delivery and delete the delivery record from Salesforce. Salesforce CRM
Content users cannot delete files that are associated with a content delivery until the content delivery is deleted.

Tracking Content Deliveries

Each time a content delivery's URL is opened, Salesforce records the event as a view. The Views related list on the
content delivery detail page lists every view associated with the delivery. Information about the view includes the date
and time, whether the view was by an internal (Salesforce) user, and whether the view included a download. If the content
delivery provided the ability to download the file in its original file format or as a PDF file, the File Downloaded flag
indicates that a download occurred, but you cannot distinguish between file types.

See Also:
Creating and Modifying Content Packs in Salesforce CRM Content

Using the Content Deliveries Related List

Available in: All Editions except Database.com

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User Permissions Needed

To create a content delivery: None
To edit a content delivery: Owner of the record
OR
“Modify all Data”

A content delivery allows you to easily convert documents such as Microsoft® PowerPoint and Word files into an optimized
web-based version for easy online viewing. Once you create your delivery, you can send its encrypted URL to any recipient,
such as leads, customers, partners, and colleagues, and then track how often the content is viewed or downloaded. In addition
to tracking, content deliveries provide several benefits over sending files as attachments, such as giving you control over how
long the delivery is available to viewers and whether a viewer can download a file or see it online only.
From the Content Deliveries related list on leads, business accounts, contacts, opportunities, cases, campaigns, and custom
objects you can:

• Click Deliver Content to create a new content delivery and associate it with the record you are viewing. For more
information, see Creating Content Deliveries on page 145.
• Click Preview to open the content delivery. Each time you view a content delivery, it is recorded as one internal view on
the Views related list.
• Click the content delivery name to open the detail page for that delivery. For more information, see Viewing and Editing
Content Deliveries on page 146.

Other Resources
Tip Sheets
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Chatter Mobile
• Getting Started with Chatter Mobile

Salesforce CRM Content

• Tips for Using Content Deliveries

Videos for Collaboration

In addition to online help, salesforce.com creates video demos to help you learn about our features.

148
Collaborate with Everyone Videos for Collaboration

Chatter

Video Title For End Users For

Administrators

Setting Up Your Salesforce Community (5:59 minutes)

Learn about basic setup of Salesforce Communities, including creating a community,
adding members and tabs, customizing the interface and emails, and previewing
and publishing.

Discover and Organize with Chatter Topics (3:41 minutes)

Use Chatter topics to see what people are talking about, organize the conversations
you want to be a part of, and discover people and groups that are interested and
knowledgeable in the same areas.

Sending Private Chatter Messages (3:15 minutes)

Learn how to communicate privately in Chatter using messages.

Sharing Files in Chatter (2:45 minutes)

Sharing files has never been easier. Learn how to upload and share files at one time,
share files with a Chatter message, perform actions from file hovers, and share files
with anyone inside or outside of your company by sending them a secure link.

Using Chatter Groups (2:16 minutes)

With Chatter Groups you can invite people outside your company to safely
collaborate with you and your group members. Consultants, partners, board
members... now you can select anyone to join you on Chatter!

Using Smart Search (2:12 minutes)

Watch this short video to see how you can find what you need quickly and easily,
in Salesforce Chatter, using smart search.

Getting the Most Out of Chatter Feeds (2:32 minutes)

Use Salesforce Chatter to create posts, polls, and bookmarks to collaborate effectively
with your coworkers in Chatter. You learn how to post to your followers or a group,
bookmark a post so you can find it later, and how to create a poll on the fly so you
can gather results fast!

Using Chatter in Apex to Display Two Chatter Feeds in a Visualforce Page

(6:00 minutes)
Learn how easy it is to use Chatter in Apex to get Chatter feeds for your Salesforce
Communities and display them side by side in Salesforce. Use the Developer
Console to create an Apex custom controller, a Visualforce custom component,
and a Visualforce page.

149
Collaborate with Everyone Videos for Collaboration

Chatter.com

Video Title For End Users For

Administrators

Moderating Your Chatter.com Network (2:40 minutes)

Learn how to moderate your Chatter.com network by assigning moderator privileges
to users, deactivatjng users, and deleting posts.

150
Index

Index
@mentions Chatter (continued)
groups 28 chat status 72
mentioning groups in posts and comments 28 Chatter Desktop 2
mentioning people in posts and comments 28 chatting 71
people 28 configuring digests 11
#tags 41 configuring email notifications 11
customers 142
A deleting files 34
deleting posts 23
Accounts direct messages 76
finding related content 116 downloading files 33
Adding email replies 9
documents 98 favorites 22
Archived groups 64 feed attachments 29
Archiving feed search 19
content 113 feeds overview 13
Attachments file recommendations 18, 94
Salesforce CRM Content 116
Followers list 48
following files 33
B Following list 48
following topics 40
bookmarks
group recommendations 18, 69
removing 18
groups page 59
Bookmarks
influence 50
adding in Chatter 18
inviting people to join 51
liking posts and comments 9
C link previews 36
Cases mentioning people and groups in posts and comments 28
finding related content 116 mentions 28
Chat messages 76
available 72 moderator 52
away 72 overview 1
emoticons 74 owned files 49
history 73 People page 45
offline 72 people recommendations 18, 48
options 75 polls 36–37
pop-out 74 pop out chat 74
starting a chat 73 post by email 23
status 72 post comments 9
using 71 posting to feeds 22
using the chat list 71 posts 22, 43–45
Chatter private messages 76
activity 50 recommendations 18, 48
adding customers 143 record recommendations 18, 55
adding hashtag topics 41 records 54
adding topics 40 removing customers 143
assigning moderator 52 removing topics 41
attaching files 31 search 19
attaching links 35 searching 19
auto-following 7 searching feeds 19
automatically following records 53 searching files 32
bookmarks 17 sharing files 33
chat history 73 single updates 45

151
Index

Chatter (continued) Chatter groups (continued)

starting a chat 73 changing owner 61
tab 2 changing roles 63
thanking people 49 creating 60
topics groups are talking about 43 declining requests 70
topics people are talking about 42 deleting 66
trending topics 43 editing 61
updates 22 group files 69
uploading new versions of files 33 members 68
using Chatter Messenger 71 overview 58
using the chat list 71 post by email 23
viewing files 33 records 60
Chatter activity 50 removing members 62
Chatter Desktop roles overview 63
configuring 4 viewing group details 66
connecting 3 viewing membership 68
disabling remotely 5 Chatter influence 50
installing 2 Chatter Mobile
overview 2 tip sheet 148
release information 5 Chatter Moderator
troubleshooting 4 deactivating free users 53
using 78 Chatter Moderators
Chatter favorites 22 assigning moderator privileges 52
Chatter feed searches Chatter posts
adding as Chatter favorite 21 visibility 24, 29
Chatter Feeds Chatter publisher
dashboard component snapshot 57 records 60
list views 55 Chatter Thanks 49
Chatter file recommendations 94 Chatter topics
Chatter files topic detail page 39
change permission 90 Chatter updates 45
deleting 96 Collaboration 1
editing file details 95 Communities
file detail page 94 about 134
file size limits 86 email notifications 138
filtering 82 flag post 140
following 93 global header 135
make private 90 managing files 141
searching 83 managing flagged items 140
shared with 95 moderating 140–141
sharing settings and permissions 88 moderation 138
sharing, privately shared 92 moderator 139
sharing, via link 144 navigating to 135
sharing, with groups 91 setting email notifications 138
supported browsers for uploading multiple files 88 sharing personal contact information 136
tab overview 81 Contacts
finding related content 116
uploading a new version 87
Content
uploading multiple files 86
about 105
uploading overview 85
archiving 113
using the Files tab 82
contributing 108
version history 93
contributing files 107
Chatter group recommendations 69
contributing Web links 111
Chatter groups
deleting 113
accepting requests 70
downloading 119
adding members 62
editing a library 123
archiving 61, 64–65
file size limits 109

152
Index

Content (continued) Documents (continued)

finding 117 uploading 98
managing libraries 125 viewing from Documents tab 97
previewing 119
publishing 107–108, 111 E
related list 116
removing 113 Editing
restoring 113 documents 102
revising 112 Email
searching 117 configuring Chatter digests 11
subscribing 122 configuring Chatter notifications 11
uploading 107–108, 111 replying to Chatter notifications 9
using the Content Related list 122 Email notifications
versions 112 Communities 138
Content deliveries email to post 23
creating 145, 147 Emoticons
deleting 146 chat 74
modifying 146
viewing 146 F
Content packs
creating 115 Favorites, Chatter 22
modifying 115 Feed
creating groups 60 sorting 15
customer groups 60 feed search 19
Feeds
adding hashtag topics 41
D adding topics 40
Dashboard Components attaching links 35
following 56 attachments 29
Dashboard Feed automatically following records 53
component snapshot 57 Chatter feed posts 22
Dashboards Chatter feeds 13
following components 56 deleting posts 23
posting snapshots to a dashboard feed 57 filtering 14
posting snapshots to group feeds 57 filters 16
posting snapshots to user feeds 57 following topics 40
Deleting liking posts and comments 9
documents 102 mentioning groups 28
Digests, Chatter mentioning people 28
configuring group digests 11 posts 22
configuring user digests 11 removing topics 41
Displaying sorting 14
documents 102 updates 22
Document library view a single update 45
overview 96 viewing feeds 13
Documentation Files
implementation guides 148 attaching to posts 31
printable 148 change permission 90
tip sheets 148 deleting 96
user guides 148 editing file details 95
Documents file detail page 94
changing authors 105
file size limits 86
deleting 102
filtering 82
displaying and editing 102
following 93
home page 97
make private 90
properties 103
searching 83
searching 100

153
Index

Files (continued) List views

shared with 95 adding as Chatter favorite 56
sharing settings and permissions 88 Chatter 55
sharing, privately shared 92 feeds 55
sharing, via link 144 following 55
sharing, with groups 91
supported browsers for uploading multiple files 88 M
tab overview 81
uploading a new version 87 Mentions
uploading multiple files 86 in posts and comments 28
uploading overview 85 Messages
using the Files tab 82 searching 77
version history 93 sending 78
Files tab Moderating Chatter
filters 82 deactivating users 53
using 82 Moderators
find in feed 19 managing files 141
managing flagged items 140
My Favorites chat list
G adding people 72
Getting started removing people 72
implementation guides 148 using 72
tip sheets 148
user guides 148 N
Google Apps
overview 127 Notifications, Chatter email
Google Docs configuring 11
adding to Salesforce CRM Content 109 replying to 9
associating Google DocsGoogle docs 132
creating 129 O
editing links 133
installing the browser button 128 Opportunities
overview 129 finding related content 116
Groups Options
mentioning in posts and comments 28 chat 75
mentions 28 Overview
document library 96

H
P
Hashtag topics
adding as Chatter favorite 42 People
auto-following 7
adding to posts and comments 41
mentioning in posts and comments 28
Hashtags 41
mentions 28
My Favorites list (chat) 72
I My Favorites list (Chat) 72
page 45
Implementation guides 148
profile best practices 47
Inviting people to join Chatter 51
profile overview 46
starting a chat 73
L using the chat list 71
Leads People recommendations 48
finding related content 116 Posts
Links attaching files 31
attaching to feed 35 Posts, Chatter 43–45
content preview 36 Products
finding related content 116

154
Index

Profile Sharing
best practices 47 a link to a Chatter post 45
overview 46 Chatter posts 43–44
Properties Chatter posts with a group 44
documents 103
T
R
Tip sheets 148
Recommendations 18 Topics
Record recommendations 55 adding as Chatter favorite 42
Records adding hashtags 41
auto-following 7 adding to posts 40
automatically following 53 following 40
Recently Talked About 42–43
S removing from posts 41
topic detail page 39
Salesforce CRM Content Trending topics 43
adding Google Docs 109
See Content 105
searching
U
Chatter feeds 19 User
Chatter groups 19 owned files 49
groups 19 profile best practices 47
profiles 19 profile overview 46
records 19 User guides 148
Searching
Chatter 19
Chatter favorites 21 V
documents 100 Videos 148
Salesforce CRM Content 117 Viewing
Searching messages 77 documents 97
Sending Chatter messages 78 viewing a single update 45

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