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Sales Admins

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Sales Admins

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Alberto Einstein

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Salesforce.

com: Winter ’14

Set Up and Maintain Sales Tools

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

Set Up and Maintain Sales Tools..........................................................................................................1

Welcome, Salesforce Administrators.........................................................................................................................................1
Administering People and Organizations That Users Sell To..................................................................................................1
Setting Options for Selling......................................................................................................................................................95
Setting Up Salesforce-Integrated Email................................................................................................................................189

Index...............................................................................................................................................243

i
SET UP AND MAINTAIN SALES TOOLS

Welcome, Salesforce Administrators

Use this documentation set to get Salesforce and its features configured, so your users can become successful selling to their
customers using Salesforce. You’ll find that this documentation goes straight into the tasks you need to complete, based on
your organization’s needs. This documentation, however, doesn’t include feature-specific concepts. For those, you can refer
to the documentation set for users, Sell to Your Customers.
We hope these two sets of documentation provide the complete content you need to get your users up and running with
Salesforce. If you need further support, contact salesforce.com Customer Support.

Administering People and Organizations That Users Sell

To
Administering Accounts

Enabling Person Accounts

Business accounts available in: All Editions except Database.com
Person accounts available in: Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed

To enable person accounts: “Customize Application”

Note: Person accounts are not enabled by default in Salesforce. To quickly verify whether your organization uses
person accounts, see if you have an option to select Person Account as the record type when you create a new account.
To request person accounts, check with your administrator.

Before you begin, make sure to:

• Create at least one record type for accounts.
• Grant read permission on contacts for profiles that have read permission on accounts.
• Ensure that the contact sharing organization-wide default is set to “Controlled by Parent.”
Once you complete the preliminary steps, contact salesforce.com to enable person accounts and then:

1. From Setup, click Customize > Accounts > Person Accounts.

2. Assign person account record types to profiles that require person accounts.

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Set Up and Maintain Sales Tools Administering Relationship Groups

Note: Person accounts count against both account and contact storage because the API considers each person account
to consist of one account as well as one contact. Additional storage might be necessary when you implement person
accounts, so you should review your storage usage.
Enabling person accounts is permanent and cannot be reverted. If you are an existing customer, we recommend
creating a sandbox to preview how person accounts will affect your organization.

See Also:
Implementation guide: Implementing Person Accounts

Customizing Account Settings

When this setting is enabled, all users can see the View Hierarchy link on business account detail pages. When it’s disabled,
the link is removed.

Business accounts available in: All Editions except Database.com

User Permissions Needed

To change account settings “Customize Application”

The Show View Hierarchy Link setting is enabled by default.

1. From Setup, click Customize > Accounts > Settings.

2. Click Edit.
3. Change the account settings as needed, then click Save.

Administering Relationship Groups

Installing and Implementing Relationship Groups

Available in: Salesforce for Wealth Management

User Permissions Needed

To install apps: “Download AppExchange Packages”
To configure and deploy installed apps: “Customize Application”

Obtaining the Relationship Groups Custom App

The relationship groups custom app comes preinstalled in most Salesforce for Wealth Management organizations. If your
Salesforce for Wealth Management organization does not have the relationship groups custom app, contact salesforce.com to
request it.

2
Set Up and Maintain Sales Tools Administering Relationship Groups

Verifying the Installation of the Relationship Groups Custom App

If the relationship groups custom app has been installed in your organization, the Relationship Groups option displays in the
Force.com app menu.
In addition, administrators can use the following procedure to verify that the relationship groups custom app was successfully
installed:

1. From Setup, click Create > Apps and verify that the relationship groups custom app is present and has the Managed
- Installed icon.
2. From Setup, click Create > Objects and verify that the relationship group and relationship group member objects are
present and each has the Managed - Installed icon.

Configuring the Relationship Groups Custom App

Perform the following implementation tasks to configure the custom app. If the relationship groups custom app came
pre-installed with Salesforce for Wealth Management, some of these configurations may already be set in your organization.
Customizing Account Page Layouts
From Setup, click Customize > Accounts > Page Layouts, and remove the following related lists from the appropriate
account page layouts:
• Relationship Groups (Primary Account)
• Relationship Groups (Secondary Account)

Customizing Person Account Page Layouts

From Setup, click Customize > Accounts > Person Accounts > Page Layouts, and edit the appropriate accountperson
account page layouts:
1. In the Related List Section, drag and drop to edit the following related lists:
• Add Relationship Group Members
• Remove Relationship Groups (Primary Account)
• Remove Relationship Groups (Secondary Account)

2. Edit the Relationship Group Members related list as follows:

• At minimum, include the following fields: Relationship Group, Role, Priority, Include in Roll-Up
• Remove the standard New button
• Add the Add Account to Relationship Group button

Setting Context-Sensitive Help for Relationship Groups

By default, the Help for this Page links on relationship group pages open help content about custom objects in general.
To redirect those links to help topics that specifically describe relationship groups:
1. From Setup, click Create > Objects.
2. Click Relationship Group to open its custom object definition.
3. In the Custom Object Definition Detail section, click Edit.
4. For Context-Sensitive Help Setting, choose Open a window using a custom s-control.
5. For Custom S-Control, choose Relationship Groups Help.
6. Click Save.

Note: Repeat this procedure for the Relationship Group Member custom object. This sets an appropriate
context-sensitive destination for the help links on the Relationship Group Member related lists.

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Set Up and Maintain Sales Tools Administering Relationship Groups

Overriding Standard Relationship Group Buttons

To customize the buttons on the relationship group detail page:
1. From Setup, click Create > Objects.
2. Click Relationship Group to open its custom object definition.
3. In the Standard Buttons and Links section, click Override next to New and replace that button with the
NewHousehold s-control.

Customizing Relationship Group Search Layouts

To customize the search layouts for relationship groups:
1. From Setup, click Create > Objects.
2. Click Relationship Group to open its custom object definition.
3. In the Search layouts section, click Edit to modify the appropriate search layout. At minimum, we recommend setting
the following columns for search results:
• Relationship Group Name
• Primary Account
• Secondary Account
• Last Modified By

Customizing Relationship Group Page Layouts

To customize the layout of the relationship group detail page, from Setup, click Create > Objects, then click Relationship
Group to open its custom object definition, then click Edit next to the appropriate page layout name. Edit the page
layout as follows:
1. Remove the Clone button from the detail page.
2. Edit the Open Activities related list as follows:
• Remove the standard New Task and New Event buttons
• Add the custom New Task and New Event buttons

3. Edit the Activity History related list as follows:

• Remove the standard Log a Call. Mail Merge. Send an Email, Request Update. and View All buttons
• Add the custom Log a Call, Mail Merge, and Send an Email buttons

4. In the Relationship Group Members related list, include the following fields, at minimum:
• Relationship Group
• Role
• Priority
• Include in Roll-Up

Overriding Standard Relationship Group Member Buttons

To customize the buttons on the relationship group member detail page:
1. From Setup, click Create > Objects.
2. Click Relationship Group Member to open its custom object definition.
3. In the Standard Buttons and Links section, click Override next toNew and replace it with Edit buttons with the
Edit Household Members s-control.

After configuring the relationship groups custom app, verify that a Relationship Groups option displays in the Force.com app
menu.

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Set Up and Maintain Sales Tools Configuring Contacts

Note:
• In some cases, the custom app and its custom objects may have the label “Households” instead of “Relationship
Groups” throughout. Whatever the labels are, they cannot be changed because the app is a managed package.
• Installing the Relationship Groups custom app may cause an error if your organization has fewer than 21 account
records. You may ignore this error and continue the installation process.
• For all installations, the API names of the custom objects begin with the namespace prefix household__.
• The Relationship Group Member object is only supported in API version 11.0 and later.

Testing the Relationship Groups Package

Available in: Salesforce for Wealth Management

User Permissions Needed

To install apps: “Download AppExchange Packages”
To configure and deploy installed apps: “Customize Application”

The relationship groups managed package provides unit tests that run when you install the package in your sandbox or
production organization. In some cases, a component like an Apex trigger, validation rule, workflow rule, or custom field
prevents the unit tests from completing successfully.
If the unit tests fail, do the following before running the tests again:

• Install the latest version of the relationship groups managed package. The functionality of the new version is the same as
the older version except the unit tests have been enhanced. Contact salesforce.com and request the latest version of the
package (not available on the AppExchange).
• Deactivate components that prevent account, household, or household member objects from being edited or deleted. Apex
triggers are a common cause of failed unit tests.
To ensure the relationship groups package runs successfully in your organization, the unit tests attempt to edit and delete
some account, household, and household member objects. These tests do not permanently modify your organization's data.
If a platform element prevents these objects from being edited or deleted, the unit tests fail.

Configuring Contacts

Enabling and Configuring Social Accounts and Contacts

There are a few steps you need to complete before your users will have access to social data on their accounts, contacts, and
leads.

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Set Up and Maintain Sales Tools Configuring Contacts

Business accounts available in: All Editions except Database.com

Person accounts available in: Enterprise, Performance, Unlimited, and Developer Editions
Contacts available in: All Editions except Database.com
Leads available in: Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions
Data.com Clean available in: Professional, Enterprise, Performance, and Unlimited Editions
Social Key available in: Professional, Enterprise, Performance, and Unlimited Editions

User Permissions Needed

To enable, configure, or disable Social Accounts and Contacts: “Customize Application”

Enable Social Accounts and Contacts so your users can keep up to date on their accounts', contacts', and leads' social
information—right within Salesforce. After you enable the feature, select the networks your organization can use. Your
organization’s users can also configure Social Accounts and Contacts for their own use: they can turn the feature on and off
and select the networks they want.
If your organization also uses Data.com Social Key, enable that feature to get your contacts’ and leads’ social handles automatically
when Clean jobs are run or records are cleaned from a list.
Note: The Social Accounts and Contacts feature is enabled by default for organizations created after the Spring ’12
release. If your organization was created before that, you need to enable the feature yourself.

1. From Setup, click Customize > Social Accounts and Contacts > Settings.
2. Select Enable Social Accounts and Contacts.
3. Select the social networks that your organization can use. By default, all social networks are selected.
4. Click Save.
5. Let your users know they can configure Social Accounts and Contacts for their individual use.

Enable Social Key if your organization will use it.

Administering Enhanced Contacts

Enabling the Customer Portal for Contacts and Person Accounts
Available in: Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed

To enable Customer Portal users, or to log in as a portal user: “Edit” on the account associated with the Customer Portal
user
AND
“Edit Self-Service Users”

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Set Up and Maintain Sales Tools Configuring Contacts

To allow a customer to access your Salesforce Customer Portal, you must enable the customer’s contact or person account
record as a Customer Portal user. You can either disable or deactivate Customer Portal users at any time.
To enable the Customer Portal for a customer:

1. Click Manage External User and choose Enable Customer User from the drop-down button on the contact or person
account detail page.
2. Verify the general information and locale settings, and enter any missing information. Note that the customer’s Username
defaults to his or her Email.
3. Select a portal user license. The user license you choose determines the permission sets, user profile, and role hierarchy
options you can select for the Customer Portal user. See Customer Portal User Licenses.
4. Select Generate new password and notify user immediately to email a Customer Portal username and
password to the customer.
If your organization uses multiple Customer Portals, a portal user can access all the Customer Portals assigned to his or
her profile with one username and password. See Creating Multiple Customer Portals.
5. Click Save.
To troubleshoot or confirm the portal configuration, on the contact detail page, click Manage External User and choose Log
in to Portal as User. This opens a new browser window and logs you into the portal as the partner user.

Tips on Enabling the Customer Portal for Contacts

Consider the following when enabling the Customer Portal for contacts:
• To view or edit an enabled contact’s access to your Customer Portal, on the contact detail page, click Manage External
User and choose View Customer User.
• You cannot enable the contact for the Customer Portal unless the owner of the contact’s account is associated with a role
in your organization.
• The first time you enable a contact for the Customer Portal on an account, you cannot assign the contact to a portal role.
The contact is automatically assigned to the Customer User role, which includes the name of the contact’s account. You
can update contact’s portal role later.
This behavior doesn’t apply to high-volume portal users because they don’t have roles and aren’t included in the role
hierarchy.
• A contact can be either a partner or Customer Portal user, but not both. If a user is a partner user and a Customer Portal
user, then you need to create two contact records for the user so that he or she can have a separate username and password
for each portal.
However, a contact can be a Self-Service user as well as a partner or Customer Portal user. Any data created or owned by
a Self-Service user can be visible to a partner or Customer Portal user associated with the same contact.
Note: Starting with Spring ’12, the Self-Service portal isn’t available for new organizations. Existing organizations
continue to have access to the Self-Service portal.

• You cannot delete an active Customer Portal user; you can only disable or deactivate his or her access to the Customer
Portal.
The following table describes whether you can delete contacts that are associated with portal users:

State of Portal User Associated to Contact Can You Delete the Contact?
Active portal user No. This is to ensure that the contact is available if you
choose to reactivate the portal user.
Inactive portal user No. This is to ensure that the contact is available if you
choose to reactivate the portal user.

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Set Up and Maintain Sales Tools Letting Users Get New Accounts, Contacts, and Leads

State of Portal User Associated to Contact Can You Delete the Contact?
Disabled portal user Yes. Deleted contacts are sent to the Recycle Bin.

• You can change the account on the contact at any time.

• You can merge contacts enabled to use a Customer Portal.
• The user’s Nickname defaults to his or her email alias unless you specify otherwise. For example, if the user’s Email is
“jsmith@company.com,” the user’s Nickname defaults to “jsmith” when you click Save.
• Delegated administrators can’t assign the High Volume Customer Portal license to contacts.

Tips on Enabling the Customer Portal for Person Accounts

Consider the following when enabling the Customer Portal for person accounts:
• After the person account is enabled, click Manage External User and choose View Customer User on the person account
detail page to view or edit a person account’s access to your Customer Portal.
• You can’t delete a person account enabled to use a Customer Portal.
• You can’t import person accounts to be automatically enabled to use a Customer Portal. For more information on importing
person accounts, see Import My Person Accounts.
• Person account users can’t self-register for a Customer Portal. When they try to do so, they receive an email notification
that instructs them to contact the portal administrator. See Enabling Customer Portal Login and Settings.
• You can't merge person accounts enabled to use a Customer Portal.

Letting Users Get New Accounts, Contacts, and Leads

Implementing Data.com Prospector

Implementing Data.com Prospector is easy. Here’s what you need to know.

Data.com Prospector license available in: Contact Manager (no Lead object), Group, Professional, Enterprise, Performance,
and Unlimited Editions
Data.com Clean license available in: Professional, Enterprise, Performance, and Unlimited Editions

User Permissions Needed

To implement Data.com: “Customize Application”
To enable Data.com users: “Manage Users”
To install AppExchange packages: “Download AppExchange Packages”

To take full advantage of Data.com’s data, your organization needs to purchase Data.com Prospector licenses and set up the
feature. We offer two versions of the Data.com Prospector product that let you search and add data from Data.com: Data.com
Corporate Prospector and Data.com Premium Prospector. Both are easy to set up, but Data.com Premium Prospector includes
a few additional steps. Some of the steps are the same for both products, so let’s start with those.
To implement Data.com Prospector, you need to:

1. Understand Data.com licenses, limits, and products.

2. Enable users for Data.com, assign type for each user, and assign record addition limits.
3. Add the Data.com tab to user profiles.

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Set Up and Maintain Sales Tools Letting Users Get New Accounts, Contacts, and Leads

4. Install any of the Data.com reports packages you want to use..

5. Depending on the version of Data.com Prospector you’re using, you’ll complete a few more steps. Check out these topics
for complete details.

Tip: To find out which Data.com Prospector product your organization has, from Setup, click Data.com
Administration > Licenses & Limits. On the Licenses & Limits page, check the Data.com Prospector Licenses
section. You’ll see either “Corporate” or “Premium.”

• Configuring Data.com Corporate Prospector

• Configuring Data.com Premium Prospector

If you’re using Data.com Clean along with Data.com Prospector, see Implementing Data.com Clean on page 24.

Implementation Tips and Best Practices

Note:
If a search produces a large number of results, users won’t see all data past page 10. Contact Salesforce customer
support to enable unlimited view.

• If a user adds more than 200 leads to Salesforce at one time, any lead assignment rules your organization uses won’t run.
To make sure your lead assignment rules run, instruct your users to limit their additions to fewer than 200 leads at any
time.
• If your organization uses validation rules on fields that are mapped to Data.com, either deactivate the rules or make sure
they match Data.com field names to avoid errors when you add records.

See Also:
Understanding Data.com User Types, Licenses, and Limits

Configuring Data.com Corporate Prospector

User Permissions Needed

To implement Data.com Corporate Prospector: “Customize Application”

Data.com Corporate Prospector provides a basic set of Dun & Bradstreet account and lead data, including D-U-N-S Number,
NAICS Code, Tradestyle, and more. Here’s how to implement this product.

Note: To find out which Data.com Prospector product your organization has, from Setup, click Data.com
Administration > Licenses & Limits. On the Licenses & Limits page, check the Data.com Prospector Licenses
section. You’ll see either “Corporate” or “Premium.”

1. Make sure you’ve implemented Data.com.

2. Enable Data.com Clean so your users can manually clean account, contact, and lead records.
3. Configure your account, contact, and lead page layouts with the buttons and fields you need.

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Set Up and Maintain Sales Tools Letting Users Get New Accounts, Contacts, and Leads

4. If you use Enterprise, Unlimited, or Performance Editions, you’ll need to update your field-level security so users see fields
provided by D&B.

Best Practices for Your Configuration

If your organization uses either version of Data.com Prospector, and you create validation rules for the fields that the product
provides, those rules will still attempt to run even if you stop using the product, so disable any validation rules using those
fields in that case. Data.com Prospector fields are identified in the help topics “Account Fields” and “Lead Fields”.

Configuring Data.com Premium Prospector

User Permissions Needed

To implement Data.com Premium Prospector: “Customize Application”

Data.com Premium Prospector is an upgrade to Data.com Corporate Prospector. With Premium Prospector, you get all the
features and fields available in Corporate Prospector, plus over 70 additional D&B fields for accounts and leads you add to
Salesforce from Data.com. Like Data.com Corporate Prospector users, Premium Prospector users can also view a limited
number of D&B fields on account and lead records.

Here’s how to configure Data.com Premium Prospector.

1. Make sure you’ve implemented Data.com Prospector.

2. Confirm that Data.com Clean is enabled, so your users can manually clean account, contact, and lead records.
3. Configure your account, contact, and lead page layouts with the buttons and fields you need.
4. If you use Enterprise, Unlimited, or Performance Editions, you’ll need to update your field-level security so users see fields
provided by D&B.
5. Add the D&B Companies tab to user profiles.
6. (Optional) We’ve created a default layout for D&B Company records, but you may want to use the Enhanced Page Layout
Editor to customize the page layout.

Best Practices for Your Configuration

• You can let your users view and delete D&B Company records. To do this, you’ll assign permissions to standard and
custom profiles.
For standard profiles, assign the permission Delete D&B Company records in addition to the preassigned permission
Read D&B Company records.
For custom profiles, assign both of the permissions Read D&B Company records and Delete D&B Company
records.
• If your organization uses either version of Data.com Prospector, and you create validation rules for the fields that the
product provides, those rules will still attempt to run even if you stop using the product, so disable any validation rules
using those fields in that case. Data.com Prospector fields are identified in the help topics “Account Fields” and “Lead
Fields”.

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Set Up and Maintain Sales Tools Letting Users Get New Accounts, Contacts, and Leads

Setting Up Data.com Users

Data.com Prospector license available in: Contact Manager (no Lead object), Group, Professional, Enterprise, Performance,
and Unlimited Editions

User Permissions Needed

To implement Data.com: “Customize Application”
To enable Data.com users: “Manage Users”
To install AppExchange packages: “Download AppExchange Packages”

The All Data.com Users page shows all users, grouped by user type: Data.com User and Data.com List User.
• Data.com Users get a limited number of records to add or export per month, and their unused additions expire at the end
of each month. For each Data.com User, you can see the monthly limit and number of records added to Salesforce or
exported during the month.
• Data.com List users share account, contact, and lead record additions from a pool. You can see the organization’s limit,
and the number of records each Data.com List User has added to Salesforce or exported.
Enable each Data.com user on his or her User Edit page.

1. From Setup, click Manage Users > Users, then click Edit next to the name of the user you want to enable.
2. In the Data.com User Type drop-down, select the user type.
3. For Data.com users, in the Data.com Monthly Addition Limit drop-down, select the number of account, contact,
and lead records the user can add each month. You can select up to the organization limit for any user or all users, but once
the organization's monthly limit is reached, users won't be able to add more records.
For example, if your organization’s monthly addition limit is 3,000 records, you might assign one user a monthly addition
limit of 500 records, another user a limit of 1,000 records, and another user the organization limit (in this case 3,000
records). If the second user adds all 1,000 of his records right away, the third user will only be able to add up to 2,000
records, and depending on how many the third user adds, the first user may not be able to add any records.

Tip: You can find your organization's monthly organization addition limit on the Data.com Licenses & Limits
page. From Setup, click Data.com Administration > Licenses & Limits.

4. Click Save to save the current record, or Save and New if you want to enable other users for Data.com.

Tip: You can also use the Apex Data Loader to enable Data.com users, select the Data.com user type, and set
the monthly addition limit, if applicable. To do so, you export your user records to a .csv file, change the necessary
fields for each user you want to enable, and then import the .csv file into Salesforce. The fields to export from the
User object are LastName, FirstName, UserPermissionsJigsawProspectingUser,
JigsawImportLimitOverride, and UserPreferencesJigsawListUser. For more informations, see the
“SOAP API Developer’s Guide,” or contact salesforce.com support if you need help.
The number of Data.com users you can enable—within Salesforce or via the Data Loader—depends on the number
of Data.com licenses you have purchased. Make sure you stay within that limit when enabling users via the Data
Loader.

See Also:
Understanding Data.com User Types, Licenses, and Limits

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Set Up and Maintain Sales Tools Letting Users Get New Accounts, Contacts, and Leads

Allowing Duplicate Data.com Records in Salesforce

Data.com Prospector license available in: Contact Manager (no Lead object), Group, Professional, Enterprise, Performance,
and Unlimited Editions

Organizations that use a sharing model may want to allow Data.com users to add duplicate account, contact, or lead records
to Salesforce. Keep these things in mind when setting your duplicate preferences.

• Records are considered duplicates when they have the same Data.com ID number in the Data.com Key field. This
includes records that were added from Data.com as both contacts and leads.
• You can allow duplicates by object for the entire organization—not for individual users. If, however, you want to prevent
a user or profile from being able to add duplicates, you can create a trigger.
• Records that are already in Salesforce are marked with an icon ( ) in the search results and can be re-added by any Data.com
user if duplicates are allowed by the organization.
• Records that have been added to Salesforce from Data.com are marked with an icon ( ) in the search results. Adding a
record counts against the record addition limit only the first time it’s added to Salesforce. When a record is added as a
duplicate, it will not be counted against the record addition limit.

To set up your duplicate preferences, follow these steps.

1. From Setup, click Data.com Administration > Preferences.

2. In the Duplicate Preferences section of the page, select the objects for which you want to allow duplicates.

See Also:
Implementing Data.com Prospector

Limiting What Users Can Do with Data.com Search Results

Data.com Prospector license available in: Contact Manager (no Lead object), Group, Professional, Enterprise, Performance,
and Unlimited Editions

User Permissions Needed

To implement Data.com: “Customize Application”

To limit what users can do with Data.com search results, you can remove the Add to Salesforce and Export Results buttons
from the Find Contacts and Find Accounts tabs.

1. From Setup, click Data.com Administration > Preferences.

2. In the Button Preferences section of the page, deselect what you want to remove from the Find Contacts and Find Accounts
tabs.

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Set Up and Maintain Sales Tools Letting Users Get New Accounts, Contacts, and Leads

Understanding Data.com-to-Salesforce Custom Field Mapping

Create custom mappings from Data.com fields to Salesforce account, contact, and lead fields to get Data.com values in the
Salesforce fields where you want them. Not all Data.com fields are available for all Salesforce fields. To be mappable, the new
Salesforce field must be the same data type as the default field. For example, the Description field can be mapped to a long
text area field with 1,000 characters or more.
Custom field mappings apply when:

• Data.com records are added to Salesforce

• Salesforce records are matched with Data.com records and cleaned either manually or with automated jobs

Before you map fields, make sure you understand these potential outcomes and the related actions you should take.

• Mapping fields or updating mappings forces a full sync with Data.com: all records of enabled CRM objects (accounts,
contacts, and leads) are updated, even if no records have changed.
• Data.com field mappings may conflict with any Salesforce field customizations (such as approvals, workflow rules, or Apex
triggers) you use for accounts, contacts, or leads. Review and edit your customizations as needed so they will work with
the values supplied by your mappings.
• You can skip mapping individual Data.com fields, but values for skipped fields won't be added, exported, or considered
when we calculate a record’s clean status.
• Skipping or changing mappings for fields used to match Salesforce and Data.com records may change some records’ clean
status to Not Found.
• For account records, skipping or changing the mapping for the D-U-N-S Number field will cause all account jobs to use
the Data.com matching service, rather than the D-U-N-S Number field, to rematch account records.
• If you export Data.com search results, the column headers in your Excel file will show the mapped field names. For example,
if you map the Data.com Phone field to the Contact object’s Mobile field, you’ll see a header called “Mobile” for contacts,
not “Phone”.
• If you map Data.com fields that do not have values, some Salesforce records might revert to Not Found clean status.
• If you map a Data.com field to a custom Salesforce field, the custom field’s label will appear on the Clean comparison
page.
• If you want to track changes to field mappings, you’ll find them in the Setup Audit Trail. From Setup, click Security
Controls > View Setup Audit Trail.

See Also:
Default Data.com-to-Salesforce Field Mappings
Customizing Data.com-to-Salesforce Field Mappings

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Set Up and Maintain Sales Tools Letting Users Get New Accounts, Contacts, and Leads

Customizing Data.com-to-Salesforce Field Mappings

User Permissions Needed

To implement Data.com: “Customize Application”
To enable Data.com users: “Manage Users”
To install AppExchange packages: “Download AppExchange Packages”

Before you begin, make sure you understand how mapping works, what preparations to make, and what kind of results you
should expect.

1. From Setup, click Data.com Administration > Field Mapping.

2. For each Data.com field you want to map, select a Salesforce field. If you don’t want to map a field, select Skip Mapping.

Note: Not all Data.com fields are available for all Salesforce fields. To be mappable, the new Salesforce field must
be the same data type as the default field. For example, the Description field can be mapped to a long text area
field with 1,000 characters or more.

Custom field mappings apply when:

• Data.com records are added to Salesforce

• Salesforce records are matched with Data.com records and cleaned either manually or with automated jobs

See Also:
Default Data.com-to-Salesforce Field Mappings
Customizing Data.com-to-Salesforce Field Mappings

Default Data.com-to-Salesforce Field Mappings

If you use Data.com Premium Prospector or Data.com Premium Clean, you have access to D&B Company records, which
include over 70 fields from Dun & Bradstreet (D&B). Several of those D&B fields are also available on accounts, contacts,
and lead records but sometimes with a different field name. This topic details the default field mappings between Data.com’s
D&B fields and Salesforce account, contact, and lead fields.
System administrators can set up custom field mappings.

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Accounts

D&B Field Account Field

Annual Sales Volume Annual Revenue

Company Description Description

D-U-N-S Number D-U-N-S Number

Facsimile Number Fax

Location Type Account Site

Mailing Address Shipping Address

Number of Employees–Total Employees

Ownership Type Indicator Ownership

Primary Address Billing Address

Primary Business Name Account Name

Primary NAICS Code NAICS Code

Primary NAICS Description NAICS Description

Primary SIC Code SIC Code

Primary SIC Description SIC Description

Primary Tradestyle Tradestyle

Telephone Number Phone

Ticker Symbol Ticker Symbol

URL Website

Year Started Year Started

Contacts

D&B Field Contact Field

Primary Address Mailing Address

Primary Business Name Account Name

Leads

D&B Field Lead Field

Annual Sales Volume Annual Revenue

Company Description Description

D-U-N-S Number Company D-U-N-S Number

Number of Employees–Total No. of Employees

Primary Address Address

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D&B Field Lead Field

Primary Business Name Company

See Also:
Customizing Data.com-to-Salesforce Field Mappings
Default Data.com-to-Salesforce Field Mappings

Data.com Clean Enablement for Data.com Prospector

User Permissions Needed

To enable or disable Data.com Clean: “Customize Application”

Data.com Prospector lets users manually clean Salesforce account, contact, and lead records—regardless of whether they were
added from Data.com. If you use Data.com Prospector, Clean is automatically enabled for you so your users can manually
clean their records. If you use the Data.com Premium Prospector version of the product, your users can also manually clean
D&B Company records that are linked to account or lead records.
Note:
• If you’ve purchased Data.com Clean, you can clean account, contact, and lead records manually and with automated
jobs. If you’ve purchased the Data.com Premium Clean version of the product, you can also use automated jobs
to clean D&B Company records that are linked to account or lead records. For complete details, see Implementing
Data.com Clean.
• Enabling Clean does not clean your records immediately, and you can click Disable to turn the feature off.

1. From Setup, click Data.com Administration > Clean > Settings

2. Confirm that Data.com Clean is enabled.

See Also:
Data.com Clean Overview
Implementing Data.com Clean

Using Clean features from Jigsaw for Salesforce

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

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User Permissions Needed

To clean account records: “Edit” on accounts
To clean contact records: “Edit” on contacts
To clean lead records: “Edit on leads

Important: Jigsaw for Salesforce is no longer available for new organizations and will be retired for existing
organizations in Summer ’14. If you use Jigsaw for Salesforce, you’ll need to uninstall it and migrate to the equivalent
Data.com products that are built in to Salesforce (Data.com Corporate Prospector or Data.com Premium Prospector
and Data.com Clean). For information about migrating, contact your Salesforce account manager. You should not
attempt to migrate to any of the built-in Data.com products without having first purchased them through your
Salesforce account manager.

If you use Data.com for prospecting in Jigsaw for Salesforce, but use the Jigsaw for Salesforce AppExchange package to clean
your records, follow the instructions in Using Data.com Clean in Salesforce to clean your account, contact, and lead records.
For instructions on setting up Jigsaw for Salesforce, see Jigsaw for Salesforce Configuration Guide.

See Also:
Data.com Clean Overview

Uninstalling Jigsaw for Salesforce

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

User Permissions Needed

To uninstall packages “Download AppExchange Packages” AND “Customize
Application”

To uninstall Jigsaw for Salesforce, follow the instructions in the Jigsaw for Salesforce Uninstall Guide.

Understanding Data.com User Types, Licenses, and Limits

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The Data.com Licenses & Limits page identifies the type and number of Data.com Prospector user licenses you have, and
the limits per user and for your organization. Limits are listed by user type: Data.com User and Data.com List User. Assign
monthly record additions on the User Edit page for each user.
The Licenses & Limits page also provides information about your organization’s Clean implementation.

Data.com Prospector Licenses

Data.com Prospector user licenses let users search Data.com for accounts and contacts, and add them as records to Salesforce.
Users can also add contacts as leads.
There are two versions of Data.com Prospector available: Corporate Prospector and Premium Prospector. They differ based
on the D&B fields that are included when you add account or lead records to Salesforce. Both versions of the product include
a basic set of D&B fields , including D-U-N-S Number, NAICS Code, and NAICS Description. Data.com Premium
Prospector also includes over 70 additional D&B fields on D&B Company records. (D&B Company records are linked to
accounts and leads that are added to Salesforce from Data.com.) To find out which Data.com Prospector product your
organization has, from Setup, click Data.com Administration > Licenses & Limits. On the Licenses & Limits page, check
the Data.com Prospector Licenses section. You’ll see either “Corporate” or “Premium.”

Field Definition
Number of The total number of Data.com Prospector user licenses your organization has purchased from Salesforce.
Licenses

Assigned The number of Data.com Prospector user licenses you've assigned. A single Data.com Prospector license
is assigned every time you enable a user for Data.com Prospector.
Tip: To see which users have been enabled, check the All Data.com Users page. From Setup,
click Data.com Administration > Users.

Data.com User Limits (Monthly)

Data.com Users get a limited number of records to add or export per month, and their unused additions expire at the end of
each month. For each Data.com User, you can see the monthly limit and number of records added to Salesforce or exported
during the month. Only Data.com Users can draw from the organization’s monthly limit. If a Data.com List user wants to
draw from the monthly limit, you need to change that user to a Data.com User.

Field Definition
Default The number of records a single Data.com User can add or export.
Per-User
The default number of records per license is 300, but it can be adjusted based on your agreement.
Record Limit
Additions expire at the end of each month, as determined by your organization’s default time zone.

Organization The total number of records your organization can add or export each month.
Limit
This limit is calculated by multiplying the number of Data.com Prospector licenses you have by the
monthly limit per user license.
Typically, you distribute record limits among a number of users within your organization, but you can
also assign them all to a single user.

(month) The number of records Data.com Users can still add or export during the current month. The balance
Balance is updated every time a user adds records to Salesforce or exports records from Data.com. Additions
expire at the end of each month, as determined by your organization’s default time zone.
Tip: To see how many records each user has added or exported, check the All Data.com Users
page. From Setup, click Data.com Administration > Users. Or, if your organization has access

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Field Definition
to custom report types, you can use the Data.com Usage object to create a report that shows
more detailed usage information.

Here’s an example of how an organization manages Data.com User licenses and limits. The sales division of Universal Telco
has 14 sales reps, and they purchase 20 Data.com Prospector licenses, each of which has a record addition limit of 300. This
means that Data.com Users within the organization can add as many as 6,000 records per month. The Universal Telco
administrator distributes the Data.com Users’ monthly record addition limits as follows.
• Ten of the sales reps have limits of 300 each.
• Two of the sales reps have limits of 500 each.
• Two of the sales reps have a limit of 1,000 each.

Data.com List User Limits

Data.com List users share account, contact, and lead record additions from a pool. You can see the organization’s limit, and
the number of records each Data.com List User has added to Salesforce or exported. Only Data.com List Users can draw from
the organization’s pool limit. If a Data.com User wants to draw from the organization’s pool limit, you need to change that
user to a Data.com List User.

Field Definition
Pool Record The total number of records your organization’s Data.com List Users can add or export. All Data.com
Limit List Users work from this limit, so if one Data.com List User reaches the limit, other users of that type
will not be able to add records.
Balance The number of records Data.com List Users can still add. The balance is updated every time a user
adds records to Salesforce or exports records from Data.com.
Tip: To see how many records each user has added or exported, check the All Data.com
Data.com Users page. From Setup, click Data.com Administration > Users. Or, if your
organization has access to custom report types, you can use the Data.com Usage object to create
a report that shows more detailed usage information.

Here’s an example of how an organization manages Data.com List User licenses and limits. The marketing division of Universal
Telco has four marketing reps. Each rep has a Data.com Prospector license and each is a Data.com List User. Universal Telco
purchases a record addition pool of 5,000 records. This means that together, all four marketing reps can add 5,000 records.
One rep might add 2,500 records, leaving 2,500 to be added by one or more of the other three users.

Data.com Clean
The Data.com Licenses & Limits page also provides information about your organization’s Clean capabilities and
implementation.
If your organization uses Data.com Prospector, users with those licenses can manually clean the account, contact, and lead
records they have access to.
If your organization has purchased a Data.com Clean product, you can also run automated jobs to clean records, and all
Salesforce users (not just those with aData.com Prospector licenses) can manually clean records.

Field Definition
Available To Which of your Salesforce users can manually clean records. If you’ve purchased Data.com Clean, all
Salesforce users can clean records. If you’ve purchased only Data.com Prospector, only users with licenses
can clean records.

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Field Definition
Automation The availability of automated clean jobs for your organization. If you’ve purchased Data.com Clean but
haven’t yet scheduled clean jobs, from Setup, click Data.com Administration > Clean > Jobs. If you
haven’t purchased Data.com Clean, click the Learn More... link to get product details.

Respecting Do-Not-Contact Settings in Data.com Search Results and

Exports
Data.com Prospector license available in: Contact Manager (no Lead object), Group, Professional, Enterprise, Performance,
and Unlimited Editions

User Permissions Needed

To implement Data.com: “Customize Application”

In Data.com search results and export files, you can mask out or remove email and phone values for contact and lead records
already in Salesforce that have Do Not Call or Email Opt Out selected.
For example: You have a lead record in Salesforce for Sally Larkin and on that record the Do Not Call checkbox is selected.
You search for Sally Larkin as a contact on the Data.com tab and her record appears in the search results list, marked as already
in Salesforce ( ). The Phone field is masked in the search results list, and also on Sally’s contact card. If you export the record,
its Phone field is blank in the .csv file.

1. From Setup, click Data.com Administration > Preferences.

2. Select the Respect Do-Not-Contact Settings checkbox.
For records that have Do Not Call or Email Opt Out selected, Phone or Email field values are masked in the search
results and on the Contact Card, and blank in .csv files created when you export records.

Administering Data.com FAQ

• How do I know which Data.com product my organization has?

• What product should my organization use to clean our account, contact, and lead records?
• What should I do if my Data.com Users reach their addition limits and we need more prospecting capacity? on page 21
• Can I prevent Data.com Clean jobs from automatically updating records?

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How do I know which Data.com product my organization has?

You can find out by going to the Data.com Licenses & Limits page. From Setup, click Data.com Administration > Licenses
& Limits. If your organization has purchased Data.com Corporate Prospector, you’ll see “Corporate” in the heading for this
section of the page. If your organization has purchased Data.com Premium Prospector, you’ll see “Premium” in the heading.

See Also:
Data.com Clean Overview

What product should my organization use to clean our account, contact, and lead
records?
You have a number of options. For complete details on the Data.com product suite and to learn about the clean options each
one provides, check out Data.com Product Suite Overview and Data.com Clean Overview on page 24.
Contact salesforce.com support if you need assistance getting Clean for your organization.

See Also:
Data.com Clean Overview

What should I do if my Data.com Users reach their addition limits and we need more
prospecting capacity?
If you need to purchase additional licenses for Data.com Users, contact your salesforce.com account executive.

See Also:
Understanding Data.com User Types, Licenses, and Limits

Can I prevent Data.com Clean jobs from automatically updating records?

You sure can. We provide this feature via the Data.com Reports AppExchange package. Just follow these guidelines to download
the package and select the records you don’t want to be updated.

See Also:
Data.com Clean Overview

Letting Users Get Expanded Data for Accounts and Leads

Implementing D&B Companies

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User Permissions Needed

To implement D&B Companies: “Customize Application”

If your organization has purchased Data.com Premium Prospector or Data.com Premium Clean, you have access to the D&B
Companies object, which provides D&B data for accounts and leads you add to Salesforce. Cleaning an account or lead record,
either manually or via automated jobs, also creates a D&B Company record if you don’t yet have one in Salesforce.
The D&B Companies tab lists all the D&B Company records you have in Salesforce.
Each D&B Company record displays a large set of D&B fields. If you’ve purchased Data.com Premium Clean, you can also
use automated jobs to clean D&B Company records. Cleaning a D&B Company record automatically fills blank fields and
overwrites old data with new.
Setting up D&B Companies is easy to do—just follow the steps for configuring Data.com Premium Prospector, and keep
these guidelines in mind.

Implementation Guidelines
• Make sure you add the D&B Companies tab to user profiles.
• If you use the Data.com Clean product and want to automatically update D&B Company records, define that preference.
• The D&B fields that also exist on the account object (such as D-U-N-S Number, SIC Code, and NAICS Code) are
managed fields, and they are updated by both manual and automated clean processes. Automated clean jobs are available
if you use the Data.com Clean product.
• Because the D&B Company object is read-only (except for Data.com Clean updates), you can’t create task and field update
workflow rules for it. Rules that are triggered by D&B field changes that act on other objects are permitted, however. For
example, you can create a workflow rule that updates a custom field on an account record when a D&B Company record
is created.
• You can enable users to view and delete D&B Company records by assigning the appropriate profile permissions. Standard
profiles automatically have the Read D&B Company records permission, but need to be assigned the Delete D&B
Company records permission. Custom profiles need to be assigned both permissions.

Maintaining Linked Salesforce and D&B Company Records

User Permissions Needed

To enable deletion of D&B Company records: “Customize Application”

If you use Data.com Premium Prospector or Data.com Premium Clean, you have access to over 70 additional D&B fields on
the D&B Company record. When an account or lead record is added to Salesforce, a D&B Company record is automatically
created and linked to that account via the record’s D&B Company field. Cleaning an account or lead record, either manually
or via automated jobs, also creates a D&B Company record if you don’t yet have one in Salesforce If you delete an account or
lead, you might also want to delete the D&B Company record.

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Important: Because the D&B Company field is editable on account and lead records, more than one account might
end up associated to a single D&B Company record. We recommend that you do not delete D&B Company records
that are associated to more than one account or lead record.

System administrators are enabled by default to delete D&B Company records, but if you need to enable other users to delete
these records, you must first create a permission set that allows them to.

Creating a Permission Set for Deleting D&B Company Records

User Permissions Needed

To implement D&B Companies: “Customize Application”
To create permission sets: “Manage Users”

System administrators are enabled by default to delete D&B Company records, but if you need to enable other users to delete
these records, you must first create a permission set that allows them to.

1. From Setup, click Manage Users > Permission Sets.

2. Click New.
3. In the Label field, enter a name related to the permission you’re granting. For example: D&B Company Delete. In
the User License field, select Salesforce. Click Save.
4. On the permission set’s overview page, click App Permissions.
5. On the App Permissions page, click Edit, then select Delete D&B Company records. Because the Read D&B
Company records permission is also required before you can delete D&B Company records, that permission’s checkbox
is selected automatically.
6. Click Save.
A Delete button now appears on all D&B Company records.

See Also:
Deleting D&B Company Records
Creating a Permission Set for Deleting D&B Company Records

Deleting D&B Company Records

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User Permissions Needed

To delete D&B Company records: “Read D&B Company records” AND
“Delete D&B Company records”

1. If you need to, create a permission set to allow you to delete D&B Company records.
2. Open the D&B record you want to delete and click Delete.

See Also:
Maintaining Linked Salesforce and D&B Company Records
Creating a Permission Set for Deleting D&B Company Records

Letting Your Organization Clean CRM Records

Data.com Clean Overview

Data.com Clean license available in: Professional, Enterprise, Performance, and Unlimited Editions

Data.com Clean is an important part of the Salesforce Data.com product suite, offering a number of ways to update your
Salesforce account, contact, and lead records with Data.com data.
Clean works by comparing your Salesforce account, contact, and lead records with records from Data.com, linking records
that match, and providing clean status information on the Salesforce record. You can choose to implement Clean jobs for
accounts, contacts, and leads, and specify whether the clean process will flag differences between the two records, or also
auto-fill blank Salesforce fields with Data.com values.
Licensed Data.com Clean users can select account, contact, and lead records from a list, and clean them all at once. Licensed
Data.com Clean users and licensed Data.com Prospector users can also clean individual records manually, comparing their
fields and values side by side with those from the linked Data.com record.
Metrics and analytics provide detailed information about the value of Data.com Clean to your organization: see how many of
your Salesforce records are matched to Data.com records, and how many have been updated by the clean processes.

See Also:
Data.com Clean Product Enablement
Data.com Social Key Overview

Implementing Data.com Clean

Data.com Clean license available in: Professional, Enterprise, Performance, and Unlimited Editions

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User Permissions Needed

To implement Data.com Clean: “Customize Application”
To enable Data.com Clean users: “Manage Users”
To install AppExchange packages: “Download AppExchange Packages”

It’s easy to implement Data.com Clean. Just perform these tasks.

1. Confirm that Data.com Clean is enabled.

2. Configure your account, contact, and lead page layouts with the buttons and fields you need.
3. Update your field-level security so users see fields provided by D&B.
4. Define your preferences for which records to clean and how to clean them.
5. Schedule your Clean jobs.
6. If your users will be cleaning records from a list, configure your account, contact, and lead list views with the fields you
need.
7. Install any of the Data.com reports packages you want to use.

Once you’ve finished implementing Data.com Clean, to get the optimum benefit from the product, you should:

• Regularly review your Data.com Clean record match results to make sure records are matching as expected.
• Regularly monitor your organization’s record match and update rates and take steps to improve those rates if necessary.

If you’re using Data.com Prospector together with Data.com Clean, see Implementing Data.com Prospector on page 8.
If you want the option to prevent Data.com Clean jobs from automatically updating select account, contact, or lead records,
you can create a custom field and validation rule .

See Also:
Data.com Clean Overview
Data.com Clean Product Enablement

Data.com Clean Product Enablement

Learn how to enable Data.com Clean so your organization can start keeping its records up to date.

User Permissions Needed

To enable or disable Data.com Clean: “Customize Application”

Data.com Clean ensures that your CRM records are always up to date. You can use Clean with all your account, contact, and
lead records—not just those added from Data.com. When you purchase the Data.com product, Clean is automatically enabled,
so you can set up automated Clean jobs and users can clean individual records manually or clean groups of records from a list
view.
Enabling Clean makes clean features available to your organization and it causes the Preferences and Jobs links to appear in
Setup at Data.com Administration > Clean.

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Note:
Enabling Clean does not clean your records immediately, and you can click Disable to turn the feature off.

1. From Setup, click Data.com Administration > Clean > Settings.

2. Confirm that Data.com Clean is enabled.

See Also:
Data.com Clean Overview
Implementing Data.com Clean

Configuring Page Layouts for Data.com Prospector and Data.com Clean

User Permissions Needed

To customize page layouts: “Customize Application”
To view page layouts: “View Setup”

When you implement Data.com Prospector and Data.com Clean, so that users can use the product, you need to add buttons
and fields to your Account, Contact, and Lead page layouts. Here’s how.
Note: If your organization uses Professional Edition, custom page layouts and field-level security are not available,
so you must add all available Data.com fields and buttons to your page layout for each object (accounts, contacts,
leads, and D&B Companies).

1. From Setup, click Customize > Accounts > Page Layouts.

2. From the list of page layouts, click Edit next to the layout(s) your Data.com Prospector or Data.com Clean users will use.
3. On the Account Layout page, from the list of page element categories, click Fields.
4. Drag the Clean Status field into place on the page where you want it to appear.
5. If you use Data.com Corporate Prospector or Data.com Premium Prospector, add the D&B fields you want users to see.
These include Account Site, D-U-N-S Number, NAICS Code, Tradestyle, and more. For a complete list of the
D&B fields available on account records, see Account Fields.

Tip: We recommend creating a section for D&B fields and grouping them there. To create a section, from the
Fields group, just drag the Section element into place on the page.

6. If you use the Do Not Auto-Update validation rule provided in the Data.com Reports AppExchange package, add the
Data.com Does Not Auto-Update field.
7. From the list of page element categories, click Buttons. Drag the Clean and Get Contacts buttons into place on the page.
8. Click Save.
9. From Setup, click Customize > Leads > Page Layouts.
10. Repeat the steps to add the Clean Status field and the Clean button to your Lead page layouts.

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11. If you use Data.com Corporate Prospector, add the Company D-U-N-S Number field. If you use Data.com Premium
Prospector, add the Company D-U-N-S Number and D&B Company fields.
12. If you use the Do Not Auto-Update validation rule provided in the Data.com Reports AppExchange package, add the
Data.com Does Not Auto-Update field.
13. From Setup, click Customize > Contacts > Page Layouts.
14. Repeat the steps to add the Clean Status field and Clean button to your Contact page layouts. (Contacts does not
include any D&B fields.)
15. If you use the Do Not Auto-Update validation rule provided in the Data.com Reports AppExchange package, add the
Data.com Does Not Auto-Update field.
16. If you use Data.com Premium Prospector, from Setup, click Customize > D&B Companies > Page Layouts.
17. Add the Search Global Ultimate D-U-N-S button.

See Also:
Preventing Data.com Clean Auto-Updates for Account, Contact, and Lead Records

Configuring List Views for Data.com Clean

Before your Data.com Clean users can clean records from a list, you’ll need to add the Clean Status field to your organization’s
list views.

Data.com Clean license available in: Professional, Enterprise, Performance, and Unlimited Editions

User Permissions Needed

To create custom list views: “Read” on the type of record included in the list
To create, edit, or delete public list views: “Manage Public List Views”

1. Click the tab (Accounts, Contacts, or Leads) for the object whose records you want to clean from your list.

Note: If your organization uses DUNSRight matching to clean account records, list view cleaning is not available
for account records.

2. Select a view from the drop-down and click Edit.

3. Scroll down the Available Fields list to find the Clean Status field, then add it to the list of Selected Fields.
The Clean button will automatically be added to the list view.
4. If you use Data.com Social Key, you can also add the fields for the social networks you’ve enabled (LinkedIn®, Twitter,
or Facebook) to your contact list views.
The social network fields aren’t available on the lead list views.

Setting Field-Level Security for Data.com

Available in: Enterprise, Performance, and Unlimited Editions

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User Permissions Needed

To set field-level security: “Customize Application”

If your organization uses Data.com Prospector or Data.com Clean, you can view a number of D&B fields on account records,
and those fields are included when users manually clean records. To make sure your users can read and edit the fields and their
values, and that they appear on the Account Card, you need to set field-level security (FLS) for:
• Account Site
• D&B Company (Data.com Premium Prospector only)
• D-U-N-S Number
• NAICS Code
• NAICS Description
• Ownership
• SIC Code
• Ticker Symbol
• Tradestyle
• Year Started

There are multiple ways to set field-level security (such as by profile or permission set), but since you need to set FLS for only
ten fields, we recommend starting from the fields and choosing the user profiles for users who use Data.com.

1. From Setup, click Customize > Accounts > Fields.

2. Click the field label to open the detail page for each of the fields.
3. On each field’s detail page, click Set Field-Level Security. For each profile whose users need to read and edit the
fields, select Visible. For example, if users in the Standard User profile will use Data.com Clean, select Visible for that
profile.

Note: Because these fields are maintained by Data.com Clean, making them editable by setting the field-level security
to Visible could create mismatched data when a Clean job is run.

Defining Your Data.com Clean Job Preferences (Data.com Clean Only)

Data.com Clean license available in: Professional, Enterprise, Performance, and Unlimited Editions

User Permissions Needed

To implement Data.com: “Customize Application”

Clean preferences let you specify:

• Which objects’ records to clean with automated jobs
• How you want to clean them
Jobs can either:
• Flag all fields in a Salesforce record whose values are different from those in the matched Data.com record, or

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• Flag fields with different values and also auto-fill blank fields
You can set flag-only or flag and auto-fill preferences for entire records or field by field. If you use Data.com Premium Clean,
you can also clean D&B Company records that are linked to accounts and leads. D&B Company clean jobs automatically fill
or overwrite field values on D&B company records, but do not change data on linked account or lead records.
Your preferences take effect when the next scheduled clean job runs, and users will see the flags, as appropriate, when they
clean records manually.
Note:
• Person accounts are excluded from Account and Contact clean jobs.
• Converted leads are excluded from Lead clean jobs.

1. From Setup, click Data.comAdministration > Clean > Preferences.

2. Select the Enable Clean jobs checkbox for each object whose records you want to clean. (If you clear the Enable Clean
jobs checkbox, automated jobs will not run for objects of that type.)
3. For each object you’ve enabled, select your clean preference.

• Flag all differences per record to only identify fields whose values are different from Data.com values
• Flag differences and auto-fill blank fields to identify fields whose values are different and fill blank
fields with values from Data.com.
• Customize settings field by field.

4. If you select the Customize option for any object, you can select either Flag or Flag & Auto-Fill for individual
fields.
5. If you use Data.com Premium Clean and want to clean D&B Company records, select the Enable Clean jobs for
D&B Companies checkbox.
6. If you want to clean account records using the D&B DUNSRight™ matching service, select that option in the account
preferences section and adjust your confidence code if needed.
D&B’s Confidence Code ranks Data.com match candidates based on how similar they are to your record, from 1 (not
similar) to 10 (identical or highly similar). We won’t automatically match any Data.com record below the code you select
here, and if we have multiple records at or above your selection, we’ll match the best quality record. When you manually
clean a record, you may be able to select a match between our preset confidence code (5) and the code you select here.
7. When you finish setting clean preferences for all the objects you want to clean, click Save.

See Also:
Scheduling Data.com Clean Jobs (Data.com Clean Only)

Defining Your Data.com Account Clean Preferences (Prospector Only)

Data.com Prospector license available in: Contact Manager (no Lead object), Group, Professional, Enterprise, Performance,
and Unlimited Editions

User Permissions Needed

To implement Data.com: “Customize Application”

With Data.com Prospector, your users can manually clean account, contact, and lead records. Records are matched for cleaning
by a matching service: either Data.com matching or D&B DUNSRight™ matching. Data.com matching is the default.

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Before you begin, make sure you understand the two matching services, what they offer, and how they work on page 30.

1. From Setup, click Data.com Administration > Clean > Preferences.

2. If you need to, change the matching service your organization will use to clean account records.
3. If you select the D&B DUNSRight matching service, you can adjust the D&B Confidence Code.
D&B’s Confidence Code ranks Data.com match candidates based on how similar they are to your record, from 1 (not
similar) to 10 (identical or highly similar). We won’t automatically match any Data.com record below the code you select
here, and if we have multiple records at or above your selection, we’ll match the highest quality record. When you manually
clean a record, you may be able to select a match that ranks between our preset confidence code (5) and the code you select
here.

Understanding Data.com Clean Account Matching Services

If you use Data.com Prospector or Data.com Clean, you can select the matching service your organization uses to clean account
records. Here are your options.

• Data.com matching is the default matching service used by Data.com Clean. Matches are based on the Account Name,
Billing Address, Website, and Phone fields.
• DUNSRight matching is D&B’s proprietary data-quality technology, which uses a rigorous process to normalize data and
match D&B company records to your account records. The process also employs the D&B Confidence Code, which ranks
Data.com match candidates based on how similar they are to your record, from 1 (not similar) to 10 (identical or highly
similar). D&B also provides letter-coded match grades for individual fields. For details about how D&B DUNSRight
matching works, see D&B Entity Matching.

Matching Service Sync Behavior

Data.com matching Based on the schedule you select, jobs will process only records of enabled objects that have Not
Compared clean status (likely because Salesforce records have changed since the previous
job was run). This is called an incremental sync.
If you schedule jobs for at least one day of the week, the first time jobs run, and two weeks
after the previous full sync job finishes, jobs will process all records of enabled CRM objects
(accounts, contacts, and leads) even if no records have changed. This type of job is called a full
sync, and it will run instead of the incremental sync at the same scheduled time.

D&B DUNSRight matching Based on the schedule you select, jobs will process only records of enabled objects that have Not
Compared clean status (likely because Salesforce records have changed since the previous
job was run). This is called an incremental sync.
If you use DUNSRight matching, you can schedule a full sync of your account records
with Data.com’s the next time your account clean jobs run. The full sync job will
run instead of the incremental sync. After the requested full sync runs, this option is turned
off. You can turn it back on and run another full sync once every 30 days.

Before selecting a matching service, consider the following.

• Changing the matching service might affect your organization’s match rates.

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Set Up and Maintain Sales Tools Letting Your Organization Clean CRM Records

• Neither matching service supports person accounts because person accounts are excluded from Clean jobs.
• If you’ll be cleaning account records from non-English speaking countries, we recommended that you use D&B DUNSRight
matching.
• Data.com Clean always uses the D-U-N-S Number field to match (or look up) accounts records. Any account record
without a D-U-N-S Number will be matched using whichever matching service was selected (either Data.com matching
or D&B DUNSRight matching).
• If, after changing matching services, you want to do a one-time rematch using the new matching service, you can manually
remove the D-U-N-S Number on account records to force the matching service to rematch the records. Be aware that this
might affect your match rates.
• If you use DUNSRight matching, for the D-U-N-S Number field you cannot map a custom field or skip mapping. We
don’t recommend mapping a custom field or skipping mapping for either matching service: Data.com matching or
DUNSRight.
• After you select D&B DUNSRight matching, the initial match operation will take approximately one to two seconds per
record. If your organization has a large number of account records that do not have a D-U-N-S Number, it may take
several days to complete the process.
• Make sure your Salesforce account records have values in the Country field. Without a country value, a record cannot be
matched.
• To improve match rates when using D&B DUNSRight matching, be sure to include a valid state or province for US- and
Canadian-based account records.
• D&B DUNSRight matching provides matching records for over 200 more countries than Data.com matching. DUNSRight
matching does not support these countries and regions: Admiralty Islands; Åland Islands; Antarctica; Ascension Island;
Bonaire; Bouvet Island; British Indian Ocean Territory; Caroline Islands; Cocos (Keeling) Islands; Cuba; Curaçao; French
Southern Territories; Guernsey; Heard Island and McDonald Islands; Isle of Man; Jersey; Korea, Democratic People's
Republic of; Mayotte; Micronesia, Federated States of; Midway Islands; Mongolia; Niue; Palau; Palestinian Territory
Occupied; Pitcairn; Saint Barthélemy; Saint Eustatius and Saba; Saint Martin (French part); Sint Maarten (Dutch part);
South Georgia; South Sandwich Islands; Svalbard and Jan Mayen; Timor Liste; Turkish Cyprus; United States Minor
Outlying Islands; Wake Island; Wallis and Futuna; Western Sahara.

See Also:
Selecting a Data.com Clean Matching Service for Account Records
Viewing Your Data.com Clean Record Match Rates (Data.com Clean Only)
Scheduling a Full Sync of Your Salesforce Account Records with Data.com (Data.com Clean Only)

Selecting a Data.com Clean Matching Service for Account Records

User Permissions Needed

To implement Data.com: “Customize Application”

Before you begin, make sure you understand the Data.com Clean matching services: what they offer, and how they work.

1. From Setup, click Data.com Administration > Clean > Preferences.

2. Select the matching service your organization will use to clean account records.

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3. If you select the D&B DUNSRight matching service, you can adjust the Confidence Code.
The Confidence Code is a numeric code used to group similar quality matches. The higher the code, the better quality
matches you'll see.

See Also:
Defining Your Data.com Clean Job Preferences (Data.com Clean Only)
Best Practices for Data.com Clean

Reviewing Data.com Clean Match Results

User Permissions Needed

To implement Data.com Clean: “Customize Application”

After you complete your Data.com Clean implementation and your first Clean jobs are complete, you should regularly review
your Data.com Clean match results to make sure your records are being matched accurately. Run the Accounts by Clean Status
report to get started.
Important: If your records appear to be matched incorrectly with Data.com records, you should consider carefully
before selecting Flag differences and auto-fill blank fields as a clean preference. If mismatches
occur with a large number of your records, contact Salesforce Support.

1. Click the Dashboards tab, then select Data.com Analytics. Run the Accounts by Clean Status report.
If your clean jobs have run successfully, you’ll find your accounts grouped by their clean status values.

Tip: Check out the topic Understanding Data.com Clean Status for definitions of all the clean status values.

2. On the report, find any Salesforce records with a clean status of Different. Open several records and click Clean to
look at the differences.
3. Repeat the comparison process with records that have a clean status of Not Found.

Scheduling Data.com Clean Jobs (Data.com Clean Only)

Data.com Clean license available in: Professional, Enterprise, Performance, and Unlimited Editions

User Permissions Needed

To schedule Data.com Clean jobs and view job history: “Customize Application”

To keep your records’ clean status up to date, schedule automated jobs to compare your records with Data.com. Jobs are queued
according to your scheduling settings, and they run independently for accounts, contacts, and leads. If you use Data.com Social
Key, Clean jobs also run a process that finds and associates social handles for your contacts and leads.

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Matching Service Sync Behavior

Clean jobs run in batches of 100 records, and each batch takes approximately 3 seconds to process, so jobs take longer in
organizations with large numbers of records. For example, if your organization that has 5,000,000 account records, an Accounts
clean job will run in 50,000 batches and take approximately 42 hours. Jobs scheduled in a sandbox environment expire after
30 days.
Important: If you have set up Apex triggers to run when account, contact, or lead records are updated, and your
triggers perform SOQL queries, the queries may interfere with automated Clean jobs for those objects. Your Apex
triggers (combined) should not exceed 200 SOQL queries per batch. If they do, your Clean job for that object will
fail. In addition, if your triggers are @future methods, they will be subject to a limit of 10 @future calls per batch.

1. From Setup, click Data.com Administration > Clean > Jobs.

2. Select the days of the week when you want jobs to run.
3. Select your preferred start time.

Note: Jobs run independently, so their exact start times may vary.

4. Click Save.

See Also:
Viewing Data.com Clean Job History (Data.com Clean Only)
Scheduling a Full Sync of Your Salesforce Account Records with Data.com (Data.com Clean Only)
Implementing Data.com Clean

Scheduling a Full Sync of Your Salesforce Account Records with Data.com (Data.com
Clean Only)
Data.com Prospector license available in: Contact Manager (no Lead object), Group, Professional, Enterprise, Performance,
and Unlimited Editions
Data.com Clean license available in: Professional, Enterprise, Performance, and Unlimited Editions

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Set Up and Maintain Sales Tools Letting Your Organization Clean CRM Records

User Permissions Needed

To schedule Data.com Clean jobs and view job history: “Customize Application”

If you use the D&B DUNSRight Matching service, you can schedule a full sync of your account records with Data.com’s the
next time your account clean jobs run. The full sync compares all of your account records with records from Data.com, and
may find matches for records that were not matched during previous jobs. After the requested full sync has run, the option is
turned off. You can turn it back on and schedule another full sync every 30 days. We’ll let you know when your full sync is in
progress, or how long it’s been since your last full sync was run.

1. From Setup, click Data.com Administration > Clean > Jobs.

2. Click the button next to Full Sync With Next Job to turn full sync On.
After the requested full sync runs, the button changes to Off.

See Also:
Selecting a Data.com Clean Matching Service for Account Records
Defining Your Data.com Clean Job Preferences (Data.com Clean Only)
Scheduling Data.com Clean Jobs (Data.com Clean Only)
Data.com Social Key Overview

Viewing Data.com Clean Job History (Data.com Clean Only)

The Data.com Clean Job History table lets you review your current jobs and access job error logs.

Data.com Clean license available in: Professional, Enterprise, Performance, and Unlimited Editions

User Permissions Needed

To schedule Data.com Clean jobs and view job history: “Customize Application”

Important: If you use the Do Not Auto-Update validation rule to prevent selected records from being automatically
updated by Data.com Clean jobs, make sure you understand its effects on Clean job logs. The rule generates entries
and related messages in job logs, but your jobs may generate other entries and errors, as well. So make sure you examine
your job logs carefully. The validation rule is available in the Data.com Reports AppExchange package.

1. From Setup, click Data.com Administration > Clean > Jobs.

2. View job details in the Clean Jobs History section.
3. If the job encountered errors when processing records, click the link in either the Batch Errors or Entity Errors
columns to download the job log .csv file.
We store job logs for seven days.

Here are the definitions for the table columns.

Column Heading Definition

Date The date the job was run.
Time Submitted The time the job was submitted to the job queue. Jobs run
independently, so this might not be the exact time the job was
run.

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Column Heading Definition

Job Type The type of job: for Accounts, D&B Companies, Contacts,
or Leads.
There are multiple types of account jobs.
Account (Data.com Matching): the Data.com
matching service was used to match the account records.
Account (DUNSRight Matching): the DUNSRight
matching service was used to match the account records.
Account (D-U-N-S Number Lookup): the D-U-N-S
Number field, if present, was used to rematch (or look up) the
account records.

Job Status The status of the job:

Queued: the job is in the queue to run. For jobs in this status,
the Time Submitted column displays a dash (–).
Preparing: the job is being prepared to run.
Processing: the job is in process.
Completed: the job has finished running (with or without
errors).
Failed: the job failed to run.
Aborted: the job was aborted before or while it ran.

Records The total number of Salesforce records processed by the job.

Matched The total number of Salesforce records the job matched to
Data.com records.
Unmatched The total number of Salesforce records the job did not match
to Data.com records.
Inactive The number of Salesforce records that are marked as
Inactive in Data.com.
Batch Errors The total number of batch errors a job encountered while it
ran. A dash indicates either no errors or no data. If the job
produces a batch error job log, click the link to download and
open its .csv file.
Entity Errors The total number of entity errors a job encountered while it
ran. A dash indicates either no errors or no data. If the job
produces an entity error job log, click the link to download
and open its .csv file. There you’ll find an explanation of any
entity error that was produced because a record failed to
save—for example, because of a validation rule failure. Entity
errors usually result from validation rule failures or required
field violation. If an explanation exists, we’ll provide it.
The unique ID of a record that produced an error during the
job. To open the record, append the 15-digit ID to the URL

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Column Heading Definition

of your Salesforce instance. For example:
https://na1.salesforce.com/0013000000hKBTq.

See Also:
Scheduling Data.com Clean Jobs (Data.com Clean Only)
Implementing Data.com Clean
Viewing Data.com Social Key Job History

Viewing Your Data.com Clean Record Match Rates (Data.com Clean Only)
Data.com Clean metrics and analytics tell you how your organization’s accounts, contacts, and leads have been matched and
updated with Data.com data, so it’s important to check your match and update rates on a regular basis.

User Permissions Needed

To view Data.com Clean match rates: “Customize Application”

1. From Setup, click Data.com Administration > Clean > Metrics & Analytics.
2. To find out when the last calculation occurred, check the Last Calculated field above the table.

Note: The data in the tables is calculated daily, but we store the time and calculate the date based on GMT, so
depending on time adjustments, the date shown may be different from the date when the calculations occurred.
Also, because this data is calculated once per day, it may differ slightly from the data in Data.com dashboards and
reports.

3. View match and update information in the Match and Update Rates section.
The data represents records that have been matched and updated since your organization implemented Data.com. Here
are the definitions for the table columns.

Column Definition
Records The object enabled for Data.com Clean: accounts, contacts,
or leads.

Note: If your Salesforce organization uses person

accounts, the figures in the Total and Processed
columns may differ. Person accounts are included
in the account total, but are not processed by
Data.com Clean jobs.

Total The number of object records (accounts, contacts, or leads)

that your organization has in Salesforce.

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Column Definition
Processed The number of each type of Salesforce record (accounts,
contacts, or leads) processed by Data.com Clean.
Matched The number of each type of processed Salesforce record
(accounts, contacts, or leads) that match with Data.com
records.
Updated The number of each type of processed Salesforce record
(accounts, contacts, or leads) that have been updated.

Column Definition
Records The object enabled for Data.com Clean: accounts, contacts,
or leads.
Match Rate (% of Processed) The percentage of each type of processed Salesforce record
(accounts, contacts, or leads) that match with Data.com
records.
Update Rate (% of Processed) The percentage of each type of processed Salesforce record
that have been updated.

See Also:
Viewing Your Data.com Social Key Update Rates
Understanding Data.com Clean Account Matching Services

Installing and Implementing Data.com Reports AppExchange Packages

Get access to additional reports that help your users analyze account, contact, and lead data.

User Permissions Needed

To install packages: “Download AppExchange Packages”

There are multiple Data.com report packages available on the AppExchange. The reports packages you install depend on what
data you’re interested in and which Data.com products you use. Here’s a list of the different packages, as well as instructions
on how to install them.

Available AppExchange Reports Contents Considerations

Package
Data.com Prospector Reports Dashboard and associated reports used To install this package, your organization
primarily by sales management to see the must use Data.com Prospector.
value Data.com provides in terms of

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Available AppExchange Reports Contents Considerations

Package
converted leads, sales forecast, and
revenue.
Data.com Clean Reports Dashboard and associated reports used To install this package, your organization
primarily by sales operations and those must use Data.com Clean.
responsible for keeping Salesforce data
clean.
Data.com Premium Reports Dashboard and associated reports utilize To install this package, your organization
the rich set of D&B Company data to must use Data.com Premium Prospector
give you and your users unparalleled or Data.com Premium Clean.
insight into your accounts, to help
improve sales planning and business
strategy.
Data.com Data Assessments Tells you how Data.com can enrich your Your organization can request one
data. assessment every 30 days.

1. Go to the to the Data.com reports package you want to download.

2. Click Get it Now.
3. Install the Data.com reports packages you want to use.
4. If your organization uses Professional Edition, add these fields to your page layouts. If you don’t, these fields won’t be
included on your reports.

Page Layout Fields

Account Sourced from Data.com

Contact Sourced from Data.com

Lead Sourced from Data.com

Opportunity Sourced from Data.com

5. Let your users know which Data.com reports and dashboards are available.

Best Practices for Data.com Clean

User Permissions Needed

To implement Data.com Clean: “Customize Application”
To back up data: “Data Export”
To set field history tracking: “Customize Application”
To set field-level security: “Customize Application”

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Here are some tips and best practices for implementing, monitoring, and working with Data.com Clean.

• Understand how matching works.

• Use your sandbox environment to try out the automated clean jobs before running them in your production org with live
data:
After Data.com Clean is provisioned in your production org, refresh your sandbox so it has the same permissions and data.
Then follow the steps in Implementing Data.com Clean to set up Clean in your sandbox. If everything runs smoothly in
your sandbox environment, follow the same implementation steps in your production org.
• Check your match and update rates on the Clean Metrics & Analytics page. There, you’ll find information about the total
number of records cleaned, how many have been matched, and how many have been updated. Figures represent all processed
records (whether cleaned manually, from a list, or from automated Clean jobs) and reflect your rates since your organization
implemented Data.com Clean.
• Schedule regular backups of your account, contact, and lead data. It’s always a good practice, and if your Salesforce records
are ever matched inappropriately, you can revert to previous versions. Backups are most important if you clean records
from lists or with automated Clean jobs, because those Clean methods allow you to auto-fill blank fields.
• Set up field history tracking for accounts, contacts, and leads. Field history tracking helps you identify changes to field
values, and tracks who made changes and when. If you use field history tracking, make sure you add the Account History,
Contact History, and Lead History related lists to those objects’ respective page layouts.
• Install and use Data.com Reports.

See Also:
Data.com Clean Overview

Preventing Data.com Clean Auto-Updates for Account, Contact, and Lead

Records
Data.com Clean license available in: Professional, Enterprise, Performance, and Unlimited Editions

User Permissions Needed

To create or change custom fields: “Customize Application”
To define or change field validation rules: “Customize Application”
To view field validation rules: “View Setup Configuration”

You can prevent individual account, contact, and lead records from having blank fields filled with Data.com data when
automated Clean jobs are run. To do so, first create a custom field to add to your page layouts to identify the records you don’t
want auto-updated. Then, create a validation rule that identifies attempted auto-updates on fields within those records. The
validation rule tells the clean job to skip those records.
Important: If you create a validation rule to prevent auto-updates, keep this best practice in mind.
The validation rule generates entries and related messages in Data.com Clean job logs, but your jobs may generate
other entries and errors, as well, so make sure you examine your job logs carefully.

1. Create a custom field for each object in which there are records you want to prevent Clean jobs from automatically updating.
Here’s an example of how to define the custom field.

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Field Value or Selection

Field Type Checkbox

Field Label Data.com Does Not Auto-Update

Default Value Unchecked

Description Prevents automated Clean jobs from

auto-filling fields with the matched
Data.com record‘s values.

Help Text Exclude this record from automated field

updates from Data.com Clean jobs

2. Create a validation rule to block auto-updates on records that have Data.com Does Not Auto-Update (or whatever
you’ve named the custom field) selected.
Here’s an example of how to define the validation rule for each object.

Field Value or Selection

Rule Name Block_autoupdate_from_Data_com

Description Record-level prevention of automated Clean

jobs from automatically updating field
values.

Error Condition Formula (for Accounts) (YOUR CUSTOM FIELD API NAME ) && ($User.Alias
= "autocln") && (ISCHANGED( DunsNumber ) ||
ISCHANGED( NumberOfEmployees ) || ISCHANGED(
AnnualRevenue ) || ISCHANGED( TickerSymbol
) || ISCHANGED( Website ) || ISCHANGED(
Industry ) || ISCHANGED( Ownership ) ||
ISCHANGED( BillingCity ) || ISCHANGED(
BillingCountry ) || ISCHANGED( BillingState
) || ISCHANGED( BillingStreet ) ||
ISCHANGED( BillingPostalCode ) || ISCHANGED(
Phone ) || ISCHANGED( Fax ) || ISCHANGED(
Site ) || ISCHANGED( Tradestyle ) ||
ISCHANGED( YearStarted ) || ISCHANGED( Sic
) || ISCHANGED( SicDesc ) || ISCHANGED(
NaicsCode ) || ISCHANGED( NaicsDesc ) ||
ISCHANGED( Description ) )

Error Condition Formula (for Contacts) (YOUR CUSTOM FIELD API NAME ) && ($User.Alias
= "autocln") && (ISCHANGED( Title ) ||
ISCHANGED( Email ) || ISCHANGED( Phone ) ||
ISCHANGED( MailingStreet ) || ISCHANGED(
MailingCity ) || ISCHANGED( MailingState )
|| ISCHANGED( MailingCountry ) || ISCHANGED(
MailingPostalCode ) )

Error Condition Formula (for Leads) (YOUR CUSTOM FIELD API NAME ) && ($User.Alias
= "autocln") && (ISCHANGED( Company ) ||
ISCHANGED( Title ) || ISCHANGED( Email

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Set Up and Maintain Sales Tools Letting Your Organization Clean CRM Records

Field Value or Selection

) || ISCHANGED( Phone ) || ISCHANGED(
Street ) || ISCHANGED( City ) ||
ISCHANGED( State ) || ISCHANGED(
PostalCode ) || ISCHANGED( Country ) ||
ISCHANGED( NumberOfEmployees ) ||
ISCHANGED( AnnualRevenue ) || ISCHANGED(
Industry ) || ISCHANGED(
CompanyDunsNumber ) )

Error Message This record has been excluded from

automated field updates from Data.com
Clean jobs.

3. Open each record that you don’t want to be auto-updated, and select Do Not Auto-Update (or whatever you’ve named
the custom field).
When automated jobs run, for each record that is not updated, you’ll see a message in the job log: “This record has
been excluded from automated field updates from Data.com Clean jobs.”

Tip: You can use the Data Loader or a custom trigger to select this checkbox for multiple records.

See Also:
Data.com Clean Overview

Reporting on Clean Information

Creating a Custom Report Type for Account, Contact, or Lead Clean Info
Create custom report types to report on clean information for accounts, contacts, and leads.

User Permissions Needed

To create or update custom report types: “Manage Custom Report Types”
To delete custom report types: “Modify All Data”

Clean Info custom report types can help you easily see clean information for multiple records in one report. Use that information
to identify patterns and trends in your data and to manage or modify how your records are cleaned.

1. From Setup, click Create > Report Types.

2. Click New Custom Report Type.
3. For Primary Object, select Accounts, Contacts, or Leads—whatever object you want to report on—and define the
other required fields.

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Set Up and Maintain Sales Tools Letting Your Organization Clean CRM Records

4. For Category, select either Accounts & Contacts or Leads, as appropriate.

5. Click Next.
6. Relate the companion Clean Info object (Account Clean Info, Contact Clean Info, or Lead Clean Info) to the primary
object you selected. Accept the default for A to B Relationship.
7. Select a deployment status.
8. Click Save.

Now you can create custom reports based on your new custom report types.

See Also:
Report on Salesforce Records with a Specific Clean Status

Report on Salesforce Records with a Specific Clean Status

Create a custom report to show Salesforce account, contact, or lead records that have a specific clean status (such as
Different).

User Permissions Needed

To create, edit, and delete reports: “Create and Customize Reports”
AND
“Report Builder”

Choose fields to display from the Account, Contact, or Lead objects. Using data from companion Clean Info objects, show
Salesforce and Data.com record values side by side. Report results can help you identify consistent reasons records might have
a specific clean status. Use what you learn to manage how records are cleaned in your organization.
For example, you can create a report to show all records whose clean status is Different side by side with their matched
Data.com records. If you identify patterns in your data that cause this status, you might create triggers or API customizations
to adjust your data and have more records with In Sync status..
Let’s create a Contacts by Clean Status report.

1. Before you can create the Contacts by Clean Status report, make sure your organization has a custom report type that links
the Contact object to the Contact Clean Info object and makes fields from both objects available to report on.
2. Create your report: click the Reports tab, then click New Report.
3. Select Contacts by Clean Status as the report type.
4. Click Create.
5. From the parent object, Contacts, select the fields you want to report on. For example, you might choose:

• Contact ID
• Clean Status
• Full Name
• Mailing Address
• Phone

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Set Up and Maintain Sales Tools Leveraging Account, Contact, and Lead Clean Information

• Email

6. From the related object, Contact Clean Info, select fields that correspond to the Contact object fields. For contact clean
info, you might choose:

• Contact Clean Info ID

• First Name
• Last Name
• Address
• Phone
• Email
• Last Match Date

7. Add a field filter to the report: For the field, select Clean Status. For the operator, select equals, and for the value,
select Different.
8. Define the remaining fields.
9. Save the report and run it.
10. Examine the report to see if you can identify patterns in your data that cause certain records to have a clean status of
Different.

See Also:
Creating a Custom Report Type for Account, Contact, or Lead Clean Info
Understanding the Account Clean Info Object
Understanding the Contact Clean Info Object
Understanding the Lead Clean Info Object

Leveraging Account, Contact, and Lead Clean Information

Understanding the Account Clean Info Object

Account Clean Info is a background object that stores the metadata used to determine an account record’s clean status.

Account Clean Info provides a snapshot of the data in your Salesforce account record and its matched Data.com record at the
time the Salesforce record was cleaned.
Account Clean Info includes a number of bit vector fields, whose component fields each correspond to individual object fields
and provide related data or status information about those fields. For example, the bit vector field IsDifferent has an
IsDifferentState field. If the IsDifferentState field’s value is False, that means the State field value is the same
on the Salesforce account record and its matched Data.com record.
These are the bit vector fields.

• CleanedBy indicates who (a user) or what (a Clean job) cleaned the account record.
• IsDifferent indicates whether or not a field on the account record has a value that differs from the corresponding field
on the matched Data.com record.

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• IsFlaggedWrong indicates whether or not a field on the account record has a value that is flagged as wrong to Data.com.
• IsReviewed indicates whether or not a field on the account record is in a Reviewed state, which means that the value
was reviewed but not accepted.

Administrators can modify a limited set of Account Clean Info fields from the Account Clean Info page.
Developers can create triggers that read the Account Clean Info fields to help automate the cleaning or related processing of
account records. For example, you might create a trigger that reads the Clean Status field on the Account object. If an
account record’s Clean Status field value is Different but the record has no Billing Street value, the trigger could
update the record’s status to Not Compared.

Understanding the Contact Clean Info Object

Contact Clean Info is a background object that stores the metadata used to determine a contact record’s clean status.

Contact Clean Info provides a snapshot of the data in your Salesforce contact record and its matched Data.com record at the
time the Salesforce record was cleaned.
Contact Clean Info includes a number of bit vector fields, whose component fields each correspond to individual object fields
and provide related data or status information about those fields. For example, the bit vector field IsDifferent has an
IsDifferentEmail field. If the IsDifferentEmail field’s value is False, that means the Email field value is the same
on the Salesforce contact record and its matched Data.com record.
These are the bit vector fields.

• CleanedBy indicates who (a user) or what (a Clean job) cleaned the contact record.
• IsDifferent indicates whether or not a field on the contact record has a value that differs from the corresponding field
on the matched Data.com record.
• IsFlaggedWrong indicates whether or not a field on the contact record has a value that is flagged as wrong to Data.com.
• IsReviewed indicates whether or not a field on the contact record is in a Reviewed state, which means that the value
was reviewed but not accepted.

Developers can create triggers that read the Contact Clean Info fields to help automate the cleaning or related processing of
contact records.

Understanding the Lead Clean Info Object

Contact Clean Info is a background object that stores the metadata used to determine a lead record’s clean status.

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Set Up and Maintain Sales Tools Letting Your Users Get Social Network Info for Their Contacts
and Leads

Lead Clean Info provides a snapshot of the data in your Salesforce lead record and its matched Data.com record at the time
the Salesforce record was cleaned.
Lead Clean Info includes a number of bit vector fields, whose component fields each correspond to individual object fields
and provide related data or status information about those fields. For example, the bit vector field IsDifferent has an
IsDifferentTitle field. If the IsDifferentTitle field’s value is False, that means the Title field value is the same
on the Salesforce lead record and its matched Data.com record.
These are the bit vector fields.

• CleanedBy indicates who (a user) or what (a Clean job) cleaned the lead record.
• IsDifferent indicates whether or not a field on the lead record has a value that differs from the corresponding field on
the matched Data.com record.
• IsFlaggedWrong indicates whether or not a field on the lead record has a value that is flagged as wrong to Data.com.
• IsReviewed indicates whether or not a field on the lead record is in a Reviewed state, which means that the value was
reviewed but not accepted..

Developers can create triggers that read the Lead Clean Info fields to help automate the cleaning or related processing of lead
records.

Data.com Social Key Overview

Data.com Social Key works with Social Accounts and Contacts and Data.com Clean to make it easier to learn more about
your contacts and leads in Salesforce or on social network sites. Your organization must have Data.com Clean enabled to use
Social Key.

Data.com Clean license available in: Professional, Enterprise, Performance, and Unlimited Editions
Social Key available in: Professional, Enterprise, Performance, and Unlimited Editions

When Clean jobs are run or records are cleaned from a list, Social Key finds and associates social handles for your contacts
and leads. Social Key currently provides social handles for LinkedIn®, Twitter®, and Facebook® for contacts and leads in the
United States only.
Users log in to a social network from a contact or lead’s detail page and view the associated profile from within the Social
Accounts and Contacts viewer. There’s no manual search required.

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Set Up and Maintain Sales Tools Letting Your Users Get Social Network Info for Their Contacts
and Leads

Note: Depending on contacts’ and leads’ privacy settings, as well as the permissions set by their friends or connections
and the site’s terms of use, users might not see as much information as they would if logged in to their social network
accounts directly.

See Also:
Implementing Social Key
Data.com Clean Overview

Implementing Social Key

Implementing Data.com Social Key is easy. Just follow a few simple steps.

Data.com Clean license available in: Professional, Enterprise, Performance, and Unlimited Editions
Social Key available in: Professional, Enterprise, Performance, and Unlimited Editions

User Permissions Needed

To implement Social Key: “Customize Application”

1. Enable Social Key.

2. If you haven’t yet, enable Social Accounts and Contacts and select the social networks you want to get social profiles from.
3. Make sure your Data.com Clean settings, preferences, and job schedule are configured for Social Key.
4. Make sure the Clean Status field has been added to your contact and lead list views, and, optionally, add the fields for
the social networks that you’ve enabled to your contact list views.
5. After jobs have run, you can check out their Social Key job history.

Enabling Social Key

Before your organization can use Social Key to find and associate social handles for your contact and lead records, you must
enable the feature.

Data.com Clean license available in: Professional, Enterprise, Performance, and Unlimited Editions
Social Key available in: Professional, Enterprise, Performance, and Unlimited Editions

User Permissions Needed

To implement Social Key: “Customize Application”

1. From Setup, click Data.com Administration > Social Key > Settings.
2. Click Enable Social Key.

If you also need to enable and set up Social Accounts and Contacts, we’ll let you know after you enable Social Key.

Configuring Data.com Clean Jobs for Social Key

Social Key provides social handles through Data.com Clean jobs. You need to make sure your Clean jobs are configured for
Social Key.

Data.com Clean license available in: Professional, Enterprise, Performance, and Unlimited Editions
Social Key available in: Professional, Enterprise, Performance, and Unlimited Editions

User Permissions Needed

To implement Social Key: “Customize Application”

Social Key works with Social Accounts and Contacts and Data.com Clean to make it easier to follow your contacts and leads
on social networks. From Social Accounts and Contacts, select the social networks you want. The Social Key process runs
during your automated Clean jobs, so to use Social Key, you need to make sure Clean is enabled, and select and schedule the
jobs you’ll need.
When you enable Social Key, the next scheduled Clean job will run a full sync with Data.com for the objects you’ve enabled
for clean jobs (contacts, leads, or both). Social Key will provide social handles at regular intervals after that, at the same time
as your Clean jobs. For example, if you run your clean jobs once per week, on Wednesday, the Social Key job will do a full
sync every other Wednesday.
Note: If a Clean job fails, the Social Key process fails, as well. To view Clean and Social Key job histories, from
Setup, click Data.com Administration > Clean > Jobs..

If you need guidance on setting up Data.com Clean or verifying your preferences or settings, just click Help for this Page on
any Clean setup page.

1. From Setup, click Data.com Administration > Clean > Settings.

2. Confirm that Data.com Clean is enabled.
3. From Setup, click Data.com Administration > Clean > Preferences.
4. Confirm that Clean jobs are enabled for the objects for which you want to get social handles. We provide them for contacts
and leads.
5. From Setup, click Data.com Administration > Clean > Jobs.
6. Confirm that Clean jobs are scheduled.

Configuring Data.com Clean List View Cleaning for Social Key

Social Key provides social handles when users clean contact or lead records from a list. You’ll need to add a few fields to your
organization’s list views.

Data.com Clean license available in: Professional, Enterprise, Performance, and Unlimited Editions
Social Key available in: Professional, Enterprise, Performance, and Unlimited Editions

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and Leads

User Permissions Needed

To implement Social Key “Customize Application”
To create custom list views: “Read” on the type of record included in the list
To create, edit, or delete public list views: “Manage Public List Views”

1. Click the tab for the object whose records you want to clean from a list: Contacts or Leads.
2. Select a view from the drop-down and click Edit.
3. Make sure the Clean Status field has been added to the Selected Fields.
Adding this field automatically adds the Clean button to the list view.
4. Optionally, add the fields for the social networks you’ve enabled (LinkedIn, Twitter, or Facebook) to your contact list
views.
The social network fields aren’t available on the lead list views.

Viewing Data.com Social Key Job History

The Data.com Social Key Job History lets you review your current jobs and access job error logs.

Data.com Clean license available in: Professional, Enterprise, Performance, and Unlimited Editions
Social Key available in: Professional, Enterprise, Performance, and Unlimited Editions

User Permissions Needed

To implement Social Key: “Customize Application”

The Data.com Social Key process runs during your automated Data.com Clean jobs to find and associate social handles for
contacts and leads. The Social Key Jobs History table lists recent clean jobs and provides details related to Social Key. If a
Clean job fails, the Social Key process fails, as well.

1. From Setup, click Data.com Administration > Clean > Jobs.

2. Review general Clean job history if you need to.
3. View job details in the Social Key Jobs History section.
4. If the job encountered any errors when processing one or more records, click the link in the Entity Errors column to
download the job log .csv file.
We store job logs for seven days.

Here are the definitions for the table columns.

Column Heading Definition and Troubleshooting Guidelines

Date The date the job was run.

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and Leads

Column Heading Definition and Troubleshooting Guidelines

Time Submitted The time the job was submitted to the job queue. Jobs run
independently, so this might not be the exact time the job was
run.
Job Type The type of job: Contacts or Leads.
Job Status The status of the job:
Processing: the job is in process.
Completed: the job has finished running (with or without
errors).
Failed: the job failed to run.
Aborted: the job was aborted before or while it ran.

Records The number of Salesforce records processed and matched by

the Clean job.
Records with Handle The number of Salesforce records processed that were updated
with one or more social handles.
Records without Handle The number of Salesforce records processed that weren’t
updated with any social handles.
LinkedIn Handles The number of LinkedIn social handles the job attempted to
update Salesforce records with.
Twitter Handles The number of Twitter social handles the job attempted to
update Salesforce records with.
Facebook Handles The number of Facebook social handles the job attempted to
update Salesforce records with.
Entity Errors The total number of entity errors a job encountered while it
ran. A dash indicates either no errors or no data. If the job
produces an entity error job log, click the link to download
and open its .csv file. There you’ll find an explanation of any
entity error that was produced because a record failed to
save—for example, because of a validation rule failure. Entity
errors usually result from validation rule failures or required
field violation. If an explanation exists, we’ll provide it.
The unique ID of a record that produced an error during the
job. To open the record, append the 15-digit ID to the URL
of your salesforce instance. For example:
https://na1.salesforce.com/0013000000hKBTq.

See Also:
Implementing Social Key
Viewing Data.com Clean Job History (Data.com Clean Only)

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and Leads

Viewing Your Data.com Social Key Update Rates

Data.com Social Key metrics and analytics tell you how your organization’s contacts and leads have been updated with social
data, so it’s important to check your update rates on a regular basis.

Data.com Clean license available in: Professional, Enterprise, Performance, and Unlimited Editions
Social Key available in: Professional, Enterprise, Performance, and Unlimited Editions

User Permissions Needed

To view Social Key update rates: “Customize Application”

Social Key update rates are organized by both record type (so you can see how many contacts and leads in your organization
were updated with social handles) and social handle (so you can see which handles were available most often).

1. From Setup, click Data.com Administration > Clean > Metrics & Analytics.
2. To find out when the last calculation occurred, check the Last Calculated field above the table.

3. View update information in the Social Key Update Rates section.

The data represents records that have been updated since your organization started using Social Key. Here are the definitions
for the table columns.

Table 1: Records Updated

Column Definition
Records The object for which Social Key jobs ran (contacts or leads).
Processed The number of each type of Salesforce record (contacts or
leads) processed by Social Key.
Updated The number of each type of processed Salesforce record
(contacts or leads) that have been updated with at least one
social handle.
Update Rate (% of Processed) The percentage of each type of processed Salesforce record
(contacts or leads) that have been updated with at least one
social handle.

Table 2: Social Handles Updated

Column Definition
Social Handle The social handles enabled for Social Key (LinkedIn®,
Twitter®, or Facebook®).

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Column Definition
Contacts The number of social handles (LinkedIn, Twitter, or
Facebook) that have been added to contact records.
Leads The number of social handles (LinkedIn, Twitter, or
Facebook) that have been added to lead records.
Total The number of social handles (LinkedIn, Twitter, or
Facebook) that have been added to contact and lead records.

Table 3: Social Handle Update Rate (by Social Network)

Column Definition
Social Network The social network for which we provide the social handles
(LinkedIn, Twitter, or Facebook).
Update Rate The percentage of total updated social handles that are from
LinkedIn, Twitter, or Facebook.

See Also:
Viewing Your Data.com Clean Record Match Rates (Data.com Clean Only)

Letting Users Share Information with Partners

Partner Portals Overview

You can create partner portals to help you better manage your partners.
The following table briefly describes the partner portal:

Partner Portal
Purpose Provides your business partners access to Salesforce data that
you have made available to them
User Interface Includes a highly customizable user interface using a
point-and-click editor, and functionality similar to Salesforce,
such as: permissions, custom objects, sharing rules, and Web
tabs
Supported Record Types Accounts, contacts, documents, ideas, leads, opportunities,
solutions, and custom objects
Quantity Contact salesforce.com for more information
Administrator Controls Administrators can:
• Generate partner portal usernames and passwords
• Manage the information of partner portal users
• Manage partner portal users using permissions, roles, and
sharing rules

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Partner Portal
User Controls Partner users can update their own user information

See Also:
Enabling the Partner Portal

Setting Up Your Partner Portal

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

User Permissions Needed

To set up a partner portal: “Customize Application”

Note: Starting in Summer ’13, the partner portal is no longer available for organizations that aren’t currently using
it. Existing organizations continue to have full access. If you don’t have a partner portal, but want to easily share
records and information with your partners, try Communities.
Existing organizations using partner portals may continue to use their partner portals or transition to Communities.
Contact your Salesforce Account Executive for more information.

To set up your partner portal:

1. Create one or more portals.

For each portal:

a. Configure the settings and communication templates.

The Convert Portal User Access wizard automatically displays after the first time you save settings for your first portal,
whether it is the Customer Portal or partner portal. You can use this wizard to help ensure that records and folders
owned by Salesforce users are not shared with portal users.
b. Customize the fonts and colors.
c. Customize the available tabs and tab order.
d. Configure portal languages.

2. Optionally, enable Salesforce CRM Content, Salesforce Knowledge, Entitlement Management, Ideas, or Answers as
needed.
3. Create partner profiles.
For each partner profile:

a. Customize page layouts.

b. Customize list views.
Partner portal users can automatically see any list view with visibility settings marked This view is accessible
by all users. We recommend that you create specific list views on all objects accessible to portal users, and then
assign portal users to only the list views you want them to view.
c. Customize search layouts.

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The search layouts in your Salesforce organization are the same search layouts used in your partner portal. Verify that
search layouts on objects accessible to portal users only include fields you want them to view in search results.

4. Assign partner profiles to partner portals.

5. Optionally, enable single sign-on.
6. Enable login on each partner portal.
7. Create partner users.

See Also:
Enabling the Partner Portal

Creating Partner Portals

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

User Permissions Needed

To create partner portals: “Customize Application”

After you have enabled the Salesforce partner portal, you can create partner portals to satisfy the various business needs of
your customers.

Note: You can create a maximum of 5 partner portals in your organization. Increases to that number are subject to
product manager approval and require detailed use cases.

To create a partner portal:

1. From Setup, click Customize > Partners > Settings.
2. Click New.
3. Set the following options:

Setting Description
Name Name of the partner portal as displayed on the portal's detail
and edit pages, as well as the partner portal setup page. The
name of the partner portal is not displayed on portal pages,
but it does display in the browser title bar.
The name of your portal must be unique for your
organization and not already in use by a Customer Portal or
partner portal. Furthermore, an error may occur if you name
a Customer Portal “partner portal” Customer Portal

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Setting Description
Description A description of the partner portal as displayed on the
portal's detail and edit pages. The description of the partner
portal is not displayed in the portal.
Login Enabled Allows users to log in to the partner portal.
We recommend that you do not select this checkbox until
you have completed configuring your portal.

Note: When you enable the partner portal, the

default portal will be set as Login Enabled.

Users must be able to log in to the partner portal, be within

their user profile’s restricted IP range, and be within
designated Login Hours in order to be able to reset their
passwords.

Administrator
Click the lookup icon ( ) to choose a default administrator
for your partner portal. All email notifications regarding
your partner portal will be sent to this Salesforce user.
When choosing an administrator for your partner portal,
you can only select users that have the “Manage External
Users” and “Customize Application” user permissions, and
have access to the Documents folder that contains your
partner portal Header. You cannot deactivate a user selected
as a portal administrator.

Portal Default Settings

Setting Description
Logout URL The URL of the Web page that displays when users log out
of the partner portal, for example, “http://www.acme.com.”
If a logout URL is not specified, portal users return to the
login page when they log out.
Show Action Confirmation Allows users to view confirmation messages after they
complete an action in the partner portal. For example, after
a user creates a lead in your partner portal, he or she views
the message: “Lead has been created” if this setting has been
enabled.
Confirmation messages may help users clearly understand
actions they have completed in your partner portal.

HTML Messages Default Language Specifies the language that portal HTML messages are
displayed in when custom language portal HTML messages
are not configured. This setting is only available for
organizations that have multiple languages enabled.

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Email Notification Settings

Setting Description
From Email Address The email address from which all partner portal
communication templates are sent, for example,
“support@acme.com.” Salesforce sends the emails
automatically, but they appear to portal users as if they were
sent from this email address. If a portal user responds to a
communication template, the response is sent to this address.
From Email Name The name associated with the “From” Email Address, for
example, “Acme Partner Support.”
New User Template The email template used to send a username and initial
password to all newly-enabled partner portal users. By
default, a sample template is automatically selected for you.
This template must be marked as Available for Use.
New Password Template The email template used to send a new password to existing
partner portal users when you reset their passwords.
Lost Password Template The email template used to send a new password to existing
partner portal users when they reset their own passwords by
clicking Forgot your password? on the login page of the
partner portal.
Change Owner to Portal User Template The email template used to send a notification to partner
portal users when they become the new owner of a record
in the portal.

Look and Feel

Setting Description
Header A text or HTML file that allows you to incorporate your
organization’s branding into the header of your partner
portal. Click the lookup icon ( ) to choose a file that has
been uploaded to a publicly accessible folder on the
Documents tab.
The files you include in the Header and Footer lookup
fields can have a combined size of up to 10 KB.
We recommend that you do not add a header and a logo to
your portal because they may not display properly together.
You can position the logout link anywhere on the header by
using the HTML tag: “<a
href="/secur/logout.jsp">Logout</a>.”

Footer A text or HTML file that allows you to incorporate your

organization’s branding into the footer of your partner portal.
Click the lookup icon ( ) to choose a file that has been
uploaded to a publicly accessible folder on the Documents
tab.

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Look and Feel

Setting Description
The files you include in the Header and Footer lookup
fields can have a combined size of up to 10 KB.

Logo An image file (.jpg, .gif, .png) that allows you to incorporate
your organization's branding into the top left header of your
partner portal. Click the lookup icon ( ) to choose a file
that has been uploaded to a publicly accessible folder on the
Documents tab and marked as an Externally
Available Image.

The file you include in the Logo lookup field can be up to

20 KB.
We recommend that you do not add a header and a logo to
your portal because they may not display properly together.

Login Message A text or HTML file that allows you to incorporate your
organization’s branding into the header of the login page,
forgot password page, and change password page of your
partner portal. Click the lookup icon ( ) to choose a file
that has been uploaded to a publicly accessible folder on the
Documents tab.
The file you include in the Login Message lookup field
can be up to 2 KB.

Note: JavaScript and CSS code are automatically

removed from HTML files used as the portal login
message.

4. Click Save.

Note: Contact salesforce.com for information about the number of partner portals you can activate for your
organization.

See Also:
Enabling the Partner Portal

Setting Fonts and Colors for Your Partner Portal

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

User Permissions Needed

To configure the fonts and colors for a partner portal “Customize Application”

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You can customize the fonts and colors of the Salesforce partner portal to reflect your company’s branding. Your portal’s fonts
and colors are specified in a portal “color theme.” Select a predefined color theme and optionally, customize it to better match
your branding. You can click the See examples link to see all of the theme attributes you can customize.

1. From Setup, click Customize > Partners > Settings.

2. Select the name of your partner portal.
3. Click Change Portal Fonts and Colors.
4. Select a color theme from the Color Theme drop-down list. Select Custom from the Color Theme drop-down list to
create your own theme from scratch. A preview of the color theme you select is automatically displayed in the Preview
sections.
5. Optionally, customize the color of any theme you select by either:

• Entering a hexadecimal value into any theme attribute, or

• Clicking the hexadecimal value of any theme attribute and selecting a color from the point-and-click editor

When you customize a theme, it is automatically renamed Custom when saved. You can customize the following options,
which when customized, automatically display in the Preview sections:

Tab Styles
Theme Attribute Description
Current Tab Text Text color of the tab users have selected.
Current Tab Background Background color of the tab users have selected.
Current Tab Border Border color of the tab users have selected.
Other Tab Text Text color of the tabs users have not selected.
Other Tab Background Background color of the tabs users have not selected.
Other Tab Border Border color of the tabs users have not selected.
Tab Bar Background Background color behind all tabs.

Page Styles
Theme Attribute Description
Page Background Portal background color, excluding search, related lists,
recent items, solution categories, document folders, and the
Create New drop-down list.
Text Text color, size, and font on all portal items, except for tabs,
buttons, headers, and field labels.
Optionally, you can change the percent displayed in the
percent field to increase or decrease the size of all portal
items. Additionally, you can change the font of all portal

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Page Styles
Theme Attribute Description
items, except for tabs, buttons, headers, and field labels from
the drop-down list.

Field Label Text Text color of the field names on records.

Optionally, you can change the font of the text from the
drop-down list.

Link Text color of all links.

Link Hover Text color of all links when a user hovers the mouse over
them.
Field Separator Color of the lines that separate fields on records.
Bottom Border Color of the line bordering the bottom of the portal.

Section Styles
Theme Attribute Description
Header Background Background color of all headings, including search, recent
items, related lists, solution categories, documents folders,
and the selected tab.
Section Header Text Text color and font on the headers of search, related lists,
recent items, solution categories, and document folders.
Optionally, you can change the font of the text from the
drop-down list.

Left Border Border to the left of search, related lists, recent items,
solution categories, document folders, and the Create New
drop-down list.
Optionally, you can change the number of pixels displayed
in the pixel field to increase or decrease the thickness of the
border. Additionally, you can select the style of the line
displayed for the border from the drop-down list.

Right Border Border to the right of search, related lists, recent items,
solution categories, document folders, and the Create New
drop-down list.
Optionally, you can change the number of pixels displayed
in the pixel field to increase or decrease the thickness of the
border. Additionally, you can select the style of the line
displayed for the border from the drop-down list.

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Section Styles
Theme Attribute Description
Top Border Border above search, related lists, recent items, solution
categories, document folders, and the Create New
drop-down list.
Optionally, you can change the number of pixels displayed
in the pixel field to increase or decrease the thickness of the
border. Additionally, you can select the style of the line
displayed for the border from the drop-down list.

Bottom Border Border underneath search, related lists, recent items, solution
categories, document folders, and the Create New
drop-down list.
Optionally, you can change the number of pixels displayed
in the pixel field to increase or decrease the thickness of the
border. Additionally, you can select the style of the line
displayed for the border from the drop-down list.

Section Background Background color of search, related lists, recent items,

solution categories, document folders, and the Create New
drop-down list.

List Styles
Theme Attribute Description
List Header Text Text color of the field names selected as column headings
on list views.
Optionally, you can change the font of the text from the
drop-down list.

Header Underline Color of the lines underneath column headings on related

lists and list views.
Separator Color of the lines between records on list views.
Row Highlight Color of a record when a user hovers the mouse over it on
list views.

6. Click Save to save all changes to the theme values.

Tip: Changes are visible to partner portal users when they refresh their browsers. Therefore, we recommend
updating your portal color theme at times when users are least likely to visit your partner portal.

See Also:
Enabling the Partner Portal

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Customizing Your Partner Portal Tabs

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

User Permissions Needed

To customize partner portal tabs: “Customize Application”

In addition to custom objects, the following tabs can be displayed in the partner portal:

• Accounts
• Answers
• Articles (requires Salesforce Knowledge
• Cases
• Contacts
• Documents
• Ideas
• Leads
• Opportunities
• Entitlements
• Service contracts
• Solutions
• Salesforce CRM Content tabs
• Reports

You can choose which tabs display to users logged in to a Salesforce partner portal, and customize the order in which tabs
display to portal users:

1. From Setup, click Customize > Partners > Settings.

2. Select the name of your partner portal.
3. Click Customize Portal Tabs.
4. To add or remove tabs, select a tab title, and click the Add or Remove arrow to add or remove the tab to or from the
Selected Tabs box. To change the order of the tabs, select a tab title in the Selected Tabs box, and click the Up or Down
arrow.
5. Optionally, from the Default Landing Tab drop-down, you can select which tab to display to users when they log
into your portal.
6. Click Save.

You can further specify which tabs users can access by editing tab settings in users’ associated profiles and permission sets.
The page layouts of tabs on the partner portal are controlled by the page layouts configured in the profiles assigned to the
portal.

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To edit the tab layouts for a profile:

1. From Setup, click Customize > Partners > Settings.

2. Select the name of your partner portal.
3. Select the name of the profile you want to edit from the Assigned Profiles related list.
4. Click View Assignment under page layouts next to the standard or custom object you want to edit.
5. Click Edit Assignment.
6. Select a new page layout next to the profile name you are editing.
7. Click Save.

Enabling Calendar and Events on the Home Tab

You can allow partner users to view a calendar and list of scheduled events on the Home tab of the partner portal. The calendar
and events in the partner portal work the same as the calendar and events on the Home tab of Salesforce, with the following
exceptions: spell check, event updates, enhanced list views, drag-and-drop scheduling, calendar sharing, and hover details are
not supported in the partner portal.
Note: A partner user can only see calendars shared by:
• Other partner users assigned to the same account
• The channel manager for their account

Portal users can view tasks and events from their calendar. Additionally, portal users with the “Edit Events” permission can
create, edit, and delete events.

Enabling the Welcome Component on the Home Tab

Include the Partner Portal Welcome component on home page layouts assigned to partner portal users. When users log in to
your portal they receive a welcome message with their name, their channel manager's name, and links to both their company
and personal profiles. They can click the linked channel manager name to send an email to that person. When portal users
change information about themselves their user record is automatically updated but their contact record is not.
Note: The Partner Portal Welcome component is also available for the Customer Portal home page, however, it
only provides a welcome message with the user's name.

Allowing Portal Users to View the Reports Tab

To allow portal users to view the Reports tab:
1. Grant portal users access to the folders on your Salesforce Reports tab that contain the reports you want them to run.
2. Set the organization-wide default sharing model to Private on objects you want portal users to report on.
3. Grant the “Run Reports” permission to portal users.
When you add the Reports tab to your partner portal, portal users:
• Can run reports but cannot customize reports or filter report results.
• Can export reports to Excel if they have the “Export Reports” permission.
• Do not have access to the Unfiled Public Reports and My Personal Custom Reports folders.
• Receive an insufficient privileges error if they run a report that contains objects they do not have permission to view.

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Note: The Reports tab is only available to partner users with Gold Partner licenses.

See Also:
Enabling the Partner Portal

Configuring Multilingual HTML Messages for Partner Portals

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

User Permissions Needed

To configure languages in portals: “Customize Application”

If your organization has multiple languages enabled, you can upload HTML messages in any of the languages supported by
Salesforce and configure the messages to display in the portal based on portal user language settings. For example, you can
upload an HTML message in French to display on the Home tab for portal users with French language settings, and an
HTML message in English to display on the Home tab for portal users with English language settings.
Note the following before configuring multilingual HTML messages:

• Before you can add a multilingual HTML message to a portal, you must upload the HTML-formatted file in the Documents
tab.
• Even if configured, portal HTML messages will not display on the Ideas, Reports, Content, or Solutions tabs.

To configure multilingual HTML messages:

1. To configure a display language for the partner portal, click Customize > Partners > Settings.
2. Click the name of the portal to edit.
3. Click Add New Language in the Assigned Languages related list.
4. Select a language from the Language drop-down list.
5. Click the lookup icon ( ) next to a tab name, then select the HTML message to display on that tab. Optionally repeat
this step for each tab that you want to display an HTML message.
6. Click Save.

See Also:
Enabling the Partner Portal

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Partner Portal Settings

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

User Permissions Needed

To modify partner portal settings: “Customize Application”

To edit the settings and communication templates for a partner portal:

1. From Setup, click Customize > Partners > Settings.

2. Click the name of the portal you want to edit.
3. Click Edit.
4. Set the following options:

Description A description of the partner portal as displayed on the

portal's detail and edit pages. The description of the partner
portal is not displayed in the portal.
Login Enabled Allows users to log in to the partner portal.
We recommend that you do not select this checkbox until
you have completed configuring your portal.

Note: When you enable the partner portal, the

default portal will be set as Login Enabled.

Users must be able to log in to the partner portal, be within

their user profile’s restricted IP range, and be within
designated Login Hours in order to be able to reset their
passwords.

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Setting Description
Administrator
Click the lookup icon ( ) to choose a default administrator
for your partner portal. All email notifications regarding
your partner portal will be sent to this Salesforce user.
When choosing an administrator for your partner portal,
you can only select users that have the “Manage External
Users” and “Customize Application” user permissions, and
have access to the Documents folder that contains your
partner portal Header. You cannot deactivate a user selected
as a portal administrator.

Portal Default Settings

Email Notification Settings

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Email Notification Settings

Setting Description
New Password Template The email template used to send a new password to existing
partner portal users when you reset their passwords.
Lost Password Template The email template used to send a new password to existing
partner portal users when they reset their own passwords by
clicking Forgot your password? on the login page of the
partner portal.
Change Owner to Portal User Template The email template used to send a notification to partner
portal users when they become the new owner of a record
in the portal.

Look and Feel

Footer A text or HTML file that allows you to incorporate your

organization’s branding into the footer of your partner portal.
Click the lookup icon ( ) to choose a file that has been
uploaded to a publicly accessible folder on the Documents
tab.
The files you include in the Header and Footer lookup
fields can have a combined size of up to 10 KB.

The file you include in the Logo lookup field can be up to

20 KB.

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Look and Feel

Setting Description
We recommend that you do not add a header and a logo to
your portal because they may not display properly together.

Note: JavaScript and CSS code are automatically

removed from HTML files used as the portal login
message.

5. Click Save.

See Also:
Enabling the Partner Portal
Partner Portal Settings

Creating Partner Users

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

User Permissions Needed

To create, edit, disable, or deactivate users: “Manage Users”
To create contacts: “Create” on contacts
To view contacts: “Read” on contacts

Once you have a partner account created, you can add partner users to the account as contact records. Partner users are Salesforce
users with limited capabilities focused on managing leads. Partner users log in to Salesforce through the portal.
Before creating partners, you should configure your portals; otherwise, your partner users may attempt to log into your portal
before your portals are ready.

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To create a partner user:

1. View the partner account for which you want to create a partner user.
2. Create a new contact for the partner user. Choose New from the Contacts related list. Fill in the appropriate details, and
click Save.
3. On the contact detail page, click Manage External User and choose Enable Partner User.
4. Edit the user record for this partner.
5. Click Save.

Once a partner user has been created, the partner account and the partner user can be edited independently. Changes made
to one are not reflected in the other.
To troubleshoot issues or ensure the portal is configured appropriately, on the contact detail page, click Manage External
User and choose Log in to Portal as User. A new browser window opens and you are logged into the portal as the portal user.

Tips on Creating Partner Users

Consider the following when creating partner users:
• If you have enabled a user as a delegated administrator, the user cannot create a external user unless at least one partner
profile has been added to the Assignable Profiles related list and the user has the “Manage Users” permission.
• The Role drop-down is read-only the first time you enable a contact as a partner or customer user for an account. The
next time you enable a contact on this account as a customer or partner user, you can select a Role for the user.
• The available profiles for the partner user are limited to the Partner User profile or profiles that have been cloned from it.
Unlike a standard user, the partner user role is automatically assigned based on the account name. The partner user role is
a subordinate of the account owner's role, therefore, all data for the partner user role rolls up to the partner account owner's
role. Keep in mind that if you disable a portal user, their partner user role becomes obsolete and their data no longer rolls
up to the partner account role.
• Partner users and contacts cannot be deleted. If you no longer want a partner user to have access to the portal, deactivate
the partner user.
• Partner contacts cannot be owned by a non-partner account.

See Also:
Enabling the Partner Portal
Enabling the Partner Portal

Enabling Features in the Partner Portal

Enabling Cases in the Partner Portal
Available in: Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed

To enable cases for partner users: “Manage Users”

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When you enable cases in the partner portal, you can assign cases to partner users directly or using assignment or escalation
rules. Partner users can edit cases, create new cases, add case comments, reassign cases, find case solutions, and create case
teams. Partner users cannot edit case comments, associate assets with cases, or delete cases.

Note: Case comments added by partner portal users are public and can be viewed by any user that can view the case.

To enable cases in the partner portal:

1. Add the Cases tab to the list of available tabs in the partner portal.
2. In the partner user profile, verify that the cases tab setting is set to Default On.
3. In the partner user profile, enable the “Read,” “Create,” and “Edit” object permissions for cases.

After enabling cases in the partner portal, consider the following tips:

• Specify a case creation template to allow partner users to send a notification email to new contacts assigned to cases. From
Setup, click Customize > Cases > Support Settings.
• Configure case team roles to allow your partners to add case team members. From Setup, click Customize > Cases > Case
Teams > Case Team Roles.
• When viewing an email associated with a case, Email Message List, Next, and Previous links are not available to portal
users.

See Also:
Enabling the Partner Portal
Partner Portal Settings

Enabling Salesforce CRM Content in the Partner Portal

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

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User Permissions Needed

To set up and update the partner portal: “Customize Application”
To create and edit profiles: “Manage Users”
To manage partner portal users: “Manage External Users”
To create Salesforce CRM Content library permissions: “Manage Salesforce CRM Content”
OR
“Manage Content Permissions”

To add users to a Salesforce CRM Content library: “Manage Salesforce CRM Content”
OR
Manage Library checked in your library permission
definition

Salesforce CRM Content is available in the partner portal. Two levels of access to Salesforce CRM Content can be granted
to partner portal users:

• Portal users without a Salesforce CRM Content feature license can download, rate, comment on, and subscribe to content
if they have the “View Content on Portals” user permission. They cannot view potentially sensitive data such as usernames
and download, version, and subscriber history. The content delivery feature is not available to portal users.
• Portal users with a Salesforce CRM Content feature license can access all Salesforce CRM Content features granted by
their library permission(s), including contributing content, moving and sharing content among libraries, and deleting
content. They can also view Salesforce CRM Content reports. The content delivery feature is not available to portal users.

Enable Salesforce CRM Content for Non-Licensed Users

After you have enabled the partner portal, complete the following steps to enable Salesforce CRM Content in your portals.
Use these steps if you have not purchased Salesforce CRM Content feature licenses for your portal users.
1. Update your cloned Partner User profiles:
a. Include the “View Content on Portals” user permission.
b. Change the tab visibility for the Libraries, Content, and Subscriptions tabs from Tab Hidden to Default On.
c. Assign the updated profile to partner portal users as needed.

2. Determine what privileges your portal users will have in each Salesforce CRM Content library by creating one or more
library permissions.
Note: A library permission can only grant privileges that a user's feature license or profile permits. For example,
even though Tag Content is a library permission option, selecting it does not allow portal users without a
Salesforce CRM Content feature license to tag content.

3. Determine which libraries you want your portal users to have access to. Ensure that confidential content is not available
in these libraries.
4. Add portal users to libraries. Portal users with the Partner User profile or a clone of that profile can only be added to a
library as part of a public group.
5. Add the Salesforce CRM Content tabs to each partner portal.
Note: The Documents tab is not part of Salesforce CRM Content.

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Enable Salesforce CRM Content for Licensed Users

After you have enabled the partner portal, complete the following steps to enable Salesforce CRM Content in your portals.
Use these steps if you have purchased Salesforce CRM Content feature licenses for your portal users.
1. Update your cloned Partner User profiles:
a. Optionally, add the “Create Libraries” user permission if you want to allow portal users to create and administer new
libraries.
b. Change the tab visibility for the Libraries, Content, and Subscriptions tabs from Tab Hidden to Default On.
c. Assign the updated profile to partner portal users as needed.

2. Select the Salesforce CRM Content User checkbox on the user detail page for each partner portal user.
3. Determine what privileges your portal users will have in each Salesforce CRM Content library by creating one or more
library permissions.
Note: A library permission can only grant privileges that a user's feature license or profile permits. For example,
even though Tag Content is a library permission option, selecting it does not allow portal users without a
Salesforce CRM Content feature license to tag content.

4. Determine which libraries you want your portal users to have access to. Ensure that confidential content is not available
in these libraries.
5. Add portal users to libraries. Portal users with the Partner User profile or a clone of that profile can only be added to a
library as part of a public group.
6. Add the Salesforce CRM Content tabs to each partner portal.
Note: The Documents tab is not part of Salesforce CRM Content.

See Also:
Enabling the Partner Portal

Enabling Email in the Partner Portal

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

User Permissions Needed

To enable email in the partner portal: “Manage Users”

Enabling email in the partner portal allows partner users to send email from Activity History related lists in the partner portal.
For example, a partner user can click the Send An Email button in the Activity History related list on a lead to send an
email to the lead and log the email in the related list.

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To allow partner users to send email from the partner portal, grant them the “Send Email” permission. For partner users to
use email templates, you must make the templates available to them.

See Also:
Enabling the Partner Portal

Enabling Ideas in the Partner Portal

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

User Permissions Needed

To set up and update the partner portal: “Customize Application”
To create a community: “Customize Application”

After you set up your partner portal, follow the steps below to enable ideas in your portal:

1. From Setup, click Customize > Ideas > Zones to create a community for ideas that is active and configured to display in
the portal.
2. Add the Ideas tab to your partner portal.
3. If your organization has the Ideas and Answers Portal license, hide the Reports tab in the partner portal. Otherwise, your
partner portal users receive an Insufficient Privileges message when they click the Reports tab.

See Also:
Enabling the Partner Portal

Enabling Entitlement Management in the Partner Portal

Available in: Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud

User Permissions Needed

To set up and update the partner portal: "Customize Application"
To create and edit profiles or manage portal users: "Manage Users"

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You can use the partner portal to provide your partners with access to entitlements, service contracts, or contract line items.
After you have set up entitlement management and enabled a partner portal, complete the following steps to add entitlement
management to your portals.

1. Update your cloned Partner User profiles:

a. Include the “Read” permission on entitlements, service contracts, or contract line items.
b. Optionally, on the profiles of delegated partner user administrators, include the “Create” and “Delete” permissions on
entitlement contacts. This lets delegated external user administrators update entitlement contacts.
c. Verify that the tab visibility for the Entitlements or Service Contracts tabs are Default On. Contract line items display
on service contracts.

2. At the bottom of the partner portal detail page, click Edit Profiles and activate the new profile.
3. Customize case page layouts to add the Entitlement Name lookup field. This lets partner users add entitlements to
cases.

Tip: Don't add the following entitlement process fields to case page layouts for portal users because portal users
shouldn't access information related to your internal support processes: Entitlement Process Start Time,
Entitlement Process End Time, Stopped, and Stopped Since.

4. Optionally, customize related lists on accounts and contacts to add Entitlements. This lets delegated external user
administrators create cases automatically associated with the right entitlements.
5. Add the Entitlements or Service Contracts tabs to each partner portal.
6. Assign the cloned profiles to your partner portal users:

a. To create a new partner portal user, click Manage External User and choose Enable Partner User on the contact detail
page. To update an existing user, click Manage External User and choose View Partner User.
b. For a new user, select the cloned profile from the Profile drop-down menu. For an existing user, click Edit and then
select the profile.
c. Click Save.

See Also:
Enabling the Partner Portal

Enabling Answers in the Partner Portal

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

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User Permissions Needed

To set up and update the partner portal: “Customize Application”
To create and edit profiles: “Manage Users”
To create an answers community: “Customize Application”

You can use the partner portal to provide your partners with access to an answers community.
To enable answers in your portal.

1. Set up your partner portal.

When customizing your portal fonts and colors, note that answers only supports the following changes:

• All tab styles

• The following page styles:

◊ Page Background
◊ Text
◊ Link
◊ Link Hover

2. Set up answers, making sure that your answers community is configured to display in the partner portal.
3. Add the Answers tab to your partner portal.
4. Create partner portal users.
5. If you want your partner portal users to have different category group visibility settings than the account owner, change
the visibility settings for the partner portal user.
By default, partner portal users inherit which categories they can access from the account owner. For example, if the account
owner has a role of CEO and the CEO role has full access to all the data categories in the category group assigned to
answers, then partner portal users can also access all categories in the answers community. In some cases, you may want
to limit which categories a partner portal user can access.
6. If your organization has the Ideas and Answers Portal license, hide the Reports tab in the partner portal. Otherwise, your
partner portal users receive an Insufficient Privileges message when they click the Reports tab.

See Also:
Enabling the Partner Portal

Managing Partner Users

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

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User Permissions Needed

To manage partner portal users: “Manage External Users”
To create, edit, and delete profiles: “Manage Users”
To create, edit, and delete page layouts: “Customize Application”
To set field-level security: “Customize Application”
To set sharing rules: “Manage Users”

Because your Salesforce partner portal has functionality that is similar to Salesforce, you manage your partner portal users in
much the same way as you manage your Salesforce users.
Consider how the following items affect how you manage partner portal users:
Partner Portal Profiles
The permissions you assign to partner portal users define what functions they can perform within your organization's
partner portal, such as whether users can view, create, or edit cases and custom object records. When you enable a partner
portal, the Partner User profile is automatically created for your organization. The Partner User profile cannot be modified.
To enable partner users to log in to a partner portal, create profiles for your partners cloned from the Partner User profile.
For each cloned profile, verify that the “API Only User” permission is not selected; if this permission is selected, users
associated with the profile will not be able to log in to the partner portal. Cloning these profiles or creating permission
sets also allows you to specify what portal users can do.

Partner Portal Sharing Rules

After you enable your partner portal, the following groups and sharing rule category are created:

Group or Category Description

All Partner Portal Users group Contains all partner portal users in your organization
All Internal Users group Contains all Salesforce users in your organization
Roles and Internal Subordinates sharing rule category Allows you to create sharing rules in which you can choose
specific Salesforce users in your organization by role plus
all of the users in roles below that role, excluding any
partner portal roles

You can use these groups and the sharing rule category to easily create sharing rules that grant all of your partner portal
or Salesforce users access to specific data. You can also create sharing rules between partner portal users and Salesforce
users, but not between partner users associated with different partner accounts.
If Salesforce Knowledge is enabled in your partner portal, portal users can see articles as permitted by the category group
visibility settings.

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Partner Portal Role Hierarchy

A portal user role hierarchy is created for an account and its contacts when you enable the first partner portal user on
that account. The account is added to the role hierarchy beneath the user that owns the account. Whenever you enable
a contact as a partner portal user, he or she is automatically assigned to the User role in the account's portal role hierarchy.
The default number of roles in portal accounts is three. You can reduce the number of roles or add roles to a maximum
of three. Partner users can be assigned one of three roles:
• Executive
• Manager
• User

The Partner Executive role is immediately under the channel manager's role in the role hierarchy. The Partner Manager
role is immediately under the Partner Executive role. The Partner User role is immediately under the Partner Manager
role. Each role includes the partner account name as part of the role name. For example, if the partner account name is
Acme, the three roles are Acme Partner Executive, Acme Partner Manager, and Acme Partner User. If the ownership
of a partner account is changed to another channel manager, the partner user role is moved to that location in the role
hierarchy.

Note: Be careful managing your role hierarchy. Partner users at a given role level are always able to view and
edit all data owned by or shared with users below them in the hierarchy, regardless of your organization’s sharing
model. Use administrative reports to manage your partner roles.

Accounts with different portal types have a separate role hierarchy for each portal. Role names include the portal type
with which they are associated. For example, if Account A has both a partner portal and a Customer Portal, then roles
for the Customer Portal are named “Account A Customer User” and roles for the partner portal are named “Account A
Partner User.”
All users in a partner user role have read access to all contacts under their partner account even when the contact sharing
model is private. Partner users have read-write access to tasks associated with any object they can access. They also have
read access to events associated with any object they can access. Partner users have the same access to Salesforce Knowledge
articles as the account owner.
To view the roles assigned to your partner portal users, create a custom report, choose Administrative Reports, select
Users as the data type, and add Role to your report columns.

Deletion of Partner Portal Roles

When you delete partner portal roles, the roles are renamed to maintain the hierarchy. For example, if the Manager role
is deleted from a three-role hierarchy of Executive, Manager, and User, then the Executive role is renamed to Manager
but its ID remains the same. When you create a partner portal role, the hierarchy of the new portal role is automatically
determined and created bottom-up.
You can delete multiple roles in bulk for better performance. For example, if most of your users are assigned the User
role, you can delete the Executive and Manager roles. For more information on deleting partner roles, see the SOAP API
Developer's Guide.

Super User Access

Users can be assigned super user access to give them access to data owned by other users belonging to the same role or
those below in the hierarchy. For example, a Partner Manager with super user access can see data owned by other users
in the Partner Manager role and the Partner User roles.

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Partner Portal User Licenses

Partner portal users cannot perform all of the functions that a Salesforce user can because partner portal users are assigned
to a special type of user license.

See Also:
Enabling the Partner Portal

Assigning Partner Super User Access

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

User Permissions Needed

To create, edit, disable, or deactivate users: “Manage Users”
To create contacts: “Create” on contacts
To view contacts: “Read” on contacts

Partner users can be assigned one of three roles: Partner Executive, Partner Manager, or Partner User (worker role).

Partner Super Users with Role Can Access

Partner Executive Data owned by all partner users and partner super users in the
same role and those below them in the hierarchy (Manager
and User roles).
Partner Manager Data owned by all partner users and partner super users in the
same role and those below them in the hierarchy (User roles).
Partner User (worker role) Data owned by all partner users and partner super users in the
same role (User roles).

To enable Partner Super User Access for your partner portal, see Enabling Partner Super User Access.

• To assign super user access, go to the contact detail page of a partner account, click Manage External User and select
Enable Super User Access.
• To remove partner super user access, go to the contact detail page of a partner account, click Manage External User and
choose Disable Super User Access.

Consider these guidelines:

• Partner super users can access the data owned by other partner users and partner super users of the same role or those below
them in the portal account hierarchy, even if the organization-wide default setting is Private.

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• Partner super user access applies to cases, leads, custom objects, and opportunities only. Consider two partner super users
with the same role under the same account, User A owns a few opportunities, and User B has manual share to another
opportunity. Then User A will have access to all opportunities including those that User B has access to.

See Also:
Partner Portal Settings

Enabling Partner Users to Request Meetings

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

User Permissions Needed

To set up and update the partner portal: “Customize Application”
To create and edit profiles: “Manage Users”
To set up the request a meeting feature: “Customize Application”

After you enable your partner portal and set up the Request a Meeting feature, complete the following steps to let your Partner
users request meetings with contacts, leads, and person accounts:

1. Update your custom Partner User profiles:

a. Include the “Send Email” and “Edit Events” user permissions.

b. Verify that the tab visibility for the Contacts and Leads tabs is Default On.

2. Ensure that the custom Partner User profile is active and assigned to your Partner users.

See Also:
Enabling the Partner Portal

Delegating Partner User Administration

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

User Permissions Needed

To manage partner portal users: “Manage External Users”
To create, edit, and delete profiles: “Manage Users”

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You can delegate a subset of administrative rights to external users that have a partner user license. Delegated external user
administrators can perform any of the following tasks for users, including both customer users and partner users, associated
with their account:

• Create external users

• Edit external users
• Reset passwords for external users
• Deactivate existing external users

Note: When a delegated external user administrator deactivates a portal user, the administrator doesn't have the
option to remove the portal user from any teams that user is a member of.

You must use the original profile user interface to delegate administration rights for a partner user. If you're using the enhanced
profile user interface, disable it temporarily in the User Interface settings to complete this procedure.
To delegate a partner user administration rights:

1. From Setup, click Manage Users > Profiles and click a custom partner profile.
You cannot edit the Partner User profile.
2. Click Edit.
3. Select Delegated External User Administrator.
4. Click Save.
5. Click Edit in the Delegated External User Profiles related list.
6. Select the external user profiles you want users with this profile to be able to administer. An external user delegated
administrator can manage external users with Customer Portal, partner portal, or Communities profiles, as long as the
users with the profile are under the same account.
7. Click Save.

To change which profiles a delegated external user administrator can edit:

1. From Setup, click Manage Users > Profiles and click a custom partner profile.
You cannot edit the Partner User profile.
2. Click Edit in the Delegated External User Profiles related list.
3. Select the external user profiles you want users with this profile to be able to administer.
4. Click Save.

Delegated portal user administrators can click Manage External User, then View Partner User on the contact's detail page
to view and edit the partner portal user's details:

• Click Edit to edit a partner portal user's details.

• Click Reset Password to reset the partner portal user's password.
• Click Edit and deselect the Active checkbox to deactivate the user.

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Note: Delegated partner user administrators can update portal users on any account to which they are transferred.

Tips on Setting Up Delegated Portal User Administration

Consider the following when setting up delegated portal user administration:
• On the profile of users for which you are granting delegated portal administration:
◊ Add the “Create” and “Edit” permissions on contacts so that delegated portal administrators can create and update
contacts related to their account.
◊ Set the Accounts and Contacts tab settings to Default On so that delegated portal administrators can view the Accounts
and Contacts tabs and easily manage contacts related to their accounts.

• Add the Accounts and Contacts tabs to your portal.

• Set field level security and page layouts so that delegated portal user administrators can only access the account, contact,
and case fields you specify.

See Also:
Enabling the Partner Portal

Enabling the Partner Portal

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

User Permissions Needed

To enable the partner portal: “Customize Application”

To enable the partner portal:

1. From Setup, click Customize > Partners > Settings.

2. Click Edit.
3. Select the Enable Partner Portal checkbox.
4. Click Save.

Note: After you enable the partner portal, you cannot disable it. However, you can prevent users from logging into
your partner portal. For more information, see Partner Portal Configuration on page 80.

After you enable the partner portal for your organization, you can then create one or more partner portals to satisfy the various
business needs of your customers..

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Note: You can create a maximum of 5 partner portals in your organization. Increases to that number are subject to
product manager approval and require detailed use cases.

When you enable the partner portal, the following items are automatically added to your organization:
Partner User profile
You can assign partner portal users to profiles cloned from this profile. For each cloned profile, verify that the “API Only
User” permission is not selected; if this permission is selected, users associated with the profile will not be able to log in
to the partner portal.

Enable As Partner button on account records

Allows you to create a partner account.

Enable Partner Portal User and View Partner Portal User buttons on contact records
Allows you to create a new partner user or view existing partner users.

“All Partner Portal Users“ and “All Internal Users” groups along with the “Roles and Internal Subordinates” sharing
rule category
You can use these groups and the sharing rule category to easily create sharing rules that grant all of your partner portal
or Salesforce users access to specific data.

Group or Category Description

See Also:
Partner Portal Settings

Partner Portal Configuration

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

User Permissions Needed

To configure a partner portal: “Customize Application”

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Set Up and Maintain Sales Tools Letting Users Share Information with Partners

Once you have created a partner portal, you can customize it to meet your business needs. By customizing your partner portal,
you can satisfy the needs of your various channels.
To customize your partner portal:

1. From Setup, click Customize > Partners > Settings.

2. Click the name of the portal you wish to customize.
3. Configure the portal settings and communication templates.
4. Configure the fonts and colors used on the portal.
5. Configure the available tabs for the portal.
6. Assign partner profiles to the portal.
7. Configure portal languages.
8. Optionally, add the Partner Portal Welcome component to home page layouts assigned to portal users. The welcome
component displays a welcome message with the user's name, their channel manager's name, and links to their company
and personal profiles.
9. Optionally, add the Partner Portal Lead Inbox component to home page layouts assigned to portal users. When a user
logs in to your portal, they see a list of leads for their lead queues. The user can click Accept next to a lead to take ownership
of it; they won't see complete lead details until they click Accept.

See Also:
Partner Portal Settings

Assigning Partner Profiles to Partner Portals

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

User Permissions Needed

To assign partner profiles to partner portals: “Customize Application”

Portal users can only log into partner portal assigned to their profile. To assign a profile to a partner portal:

1. From Setup, click Customize > Partners > Settings.

2. Select the name of your partner portal.
3. Click Edit Profiles in the Assigned Profiles section.

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Set Up and Maintain Sales Tools Letting Users Share Information with Partners

4. Select the Active checkbox next to the profile you want to assign to the portal.

A portal user can access all the partner portals assigned to his or her profile with one username and password.
You can view the number of active users associated with each profile assigned to a partner portal on the Users field on the
Assigned Profiles section.

See Also:
Partner Portal Settings

Partner Portal Best Practices

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

Implementation Tips
• Portal users can only log into partner portals assigned to their profile.
A portal user can access all the partner portals assigned to his or her profile with one username and password.
You can view the number of users associated with each profile assigned to a partner portal on the Users field on the
Assigned Profiles section.
• The login URL of each partner portal you create contains a unique identifier, such as portalId=060D00000000Q1F.
You can find this identifier on the portal detail page. The unique identifier determines the specific portal a user can access.
If a user accesses a login URL that does not contain a unique identifier, they are automatically directed to the login URL
of the first partner portal you created. Note that portal users can only log into a partner portal using the portal's login page
and not through the Salesforce login page.
• The settings on the following items apply to both your organization and your partner portals:
◊ List views
◊ Search layouts
◊ Workflow alerts

Best Practices
• Because you can uniquely customize the fonts, colors, email templates, and login message of each partner portal you create,
you can build a partner portal for each partner organization supported by your organization, or for different partner tiers
or communities.
Note: JavaScript and CSS code are automatically removed from HTML files used as the portal login message.

• You cannot delete a partner portal, but you can prevent users from logging into a portal by deselecting the Login Enabled
checkbox.

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• You can create multiple partner portals that display different tabs for users with the same profile, as long as the profile has
access to each object displayed on a tab.
• You can set the default number of roles for partner portal accounts. This benefits your partner portal by reducing the
number of unused roles.
• When you enable the partner portal, the default portal will be set as Login Enabled. Disable that setting, and re-enable
it when the default portal is ready for partner users to login.
• Let your partner users know they can make their channel manager the owner of an object.
• Create a home page layout for your partner users with custom links to frequently used features.
• Include the Partner Portal Welcome component on home page layouts assigned to partner portal users. When users log
in to your portal they receive a welcome message with their name, their channel manager's name, and links to both their
company and personal profiles. They can click the linked channel manager name to send an email to that person. When
portal users change information about themselves their user record is automatically updated but their contact record is not.
• Customize the Custom Links home page component to include links that your partner users can use, or remove it from
the home page layout.
• Partner users cannot set reminders on tasks. Create a process to help them manage their tasks without reminders.
• You can add the Partner Portal Lead Inbox component on home page layouts assigned to partner portal users.We recommend
hiding important lead fields, such as Company Name and Lead Name, from partner portal users so that they don't
selectively choose which leads to accept.

Tips for Setting Up Partner Portal Channel Managers

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

Channel managers are the internal users that manage your partners. Before enabling a portal, you need to ensure your channel
managers have the appropriate permissions so they can manage partners.
The two main areas available for configuring your channel managers are profiles and roles.

Channel Manager Roles

Your role hierarchy determines what data your users can access. Users can always view and edit records that they own. In
addition, users can always view, edit, and report on data owned by or shared with users below them in your role hierarchy.
Channel manager roles are always directly above their partner users' roles in the hierarchy, giving channel managers access to
all of the data owned by the partners they manage. When partner users are created on a partner account, Salesforce automatically
places the partner users' role beneath the role of the channel manager who owns that partner account. To help you manage
your channel managers and partner users, create a logical channel manager role structure.

Channel Manager Profiles

Profiles determine the permissions users have, page layouts they see, the tabs and record types available to them, and other
settings. Create a unique profile and design its settings specifically for channel managers. Use these tips when creating this
profile:

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Set Up and Maintain Sales Tools Letting Users Share Information with Partners

Make the following tabs available to channel managers

Leads, Accounts, Contacts, Opportunities, Documents, and Products. Also, if you plan to use Solutions or custom
objects, make them available to your channel managers.

Assign record types

Assign the appropriate lead record types to your channel manager profiles.

Assign page layouts

Assign the appropriate page layouts to your channel manager profiles. Ensure that the Enable Partner Portal Login
and View Partner Portal User buttons are included on the contact page layout for your channel managers.

Enable the “Manager Partners” permission

When this permission is enabled, channel managers can enable new partner accounts and partner users.

Make the Partner Account field visible to channel managers on leads, accounts, and opportunities
This allows channel managers to create list views or reports for tracking partner user activity.

Make the Last Transfer Date field visible to channel managers on leads
This allows channel managers to create lists views or reports for tracking partner user activity.

Additional Tips
• Create a public group for channel managers. You can use this group for filtering and controlling access to documents.
• Create a lead queue for channel managers. You can use this queue for lead assignment rules.

See Also:
Partner Portal Settings

Partner Portal Default Communication Templates

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

User Permissions Needed

To modify default partner portal communication templates: “Customize Application”

You can set default communication templates for your partner portals. Default communication templates will be used for
partner communication unless you have specified templates for a particular portal. In addition, if a partner user is assigned to
more than one portal, the default communication templates will be used when communicating with that user.
To set the default communication templates for the partner portal:

1. From Setup, click Customize > Partners > Settings.

2. Click Set Default Email Templates for All Portals

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Set Up and Maintain Sales Tools Letting Users Share Information with Partners

3. Click Edit.
4. Set the following options:

Email Notification Settings

5. Click Save.

See Also:
Partner Portal Settings

Customizing the Partner Portal Lead Inbox Component

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

User Permissions Needed

To enable and customize the Partner Portal Lead Inbox “Customize Application”
component:

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Set Up and Maintain Sales Tools Letting Users Share Information with Partners

Include the Partner Portal Lead Inbox component on home page layouts assigned to partner portal users. When a user logs
in to your portal, they see a list of leads for their lead queues. The user can click Accept next to a lead to take ownership of it;
they won't see complete lead details until they click Accept.

Note: The Lead Inbox only displays on the user's home page when there are leads to accept. When the user accepts
a lead, they become the owner of the lead and the lead disappears from the Lead Inbox.

After you add the component to home page layouts assigned to portal users, you can choose the columns that show up:

1. From Setup, click Customize > Partners > Settings.

2. Click the name of your partner portal.
3. Click Customize Lead Inbox.
4. Add, remove, or rearrange fields from the Selected Fields list.

Note: We recommend hiding important lead fields, such as Company Name and Lead Name, from partner
portal users so that they don't selectively choose which leads to accept.

5. Click Save.

See Also:
Partner Portal Settings

About Partner Portal User Management

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

There are two types of users for partner portals—channel managers and partner users.
Channel managers are the internal users that manage your partners. Before enabling a portal, you need to ensure your channel
managers have the appropriate permissions so they can manage partners.
Partner users are Salesforce users with limited capabilities. They are external to your organization but sell your products or
services through indirect sales channels. They are associated with a particular partner account, have limited access to your
organization's data, and log in via a partner portal.
The following table shows the storage per license as well as which features the partner user can access on the portal.

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Set Up and Maintain Sales Tools Letting Users Share Information with Partners

Gold Partner License Type

Storage per license 5 MB of data storage per user
Documents Yes
My Account Profile Yes
Leads Yes
Custom Objects Yes
Approvals Yes. Users can submit records for approval and view the status
of approval requests in the Approval History related list on
record detail pages, but can't be assigned as approvers.
Accounts Yes
Opportunities Yes
Salesforce CRM Content (Read Only) Yes
Reports Yes
Delegated External User Administration Yes
Email Yes
Cases Yes

See Also:
Partner Portal Settings

Setting Partner Portal Role and User Defaults

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

User Permissions Needed

To set the number of roles per portal account “Customize Application”
To enable partner super user access “Customize Application”

You can set these partner portal role and user defaults:

• Set the default number of roles for partner portal accounts on page 88

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Set Up and Maintain Sales Tools Letting Users Share Information with Partners

• Enable Partner Super User Access on page 88

See Also:
Partner Portal Settings

Roles Per Partner Portal Account

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

User Permissions Needed

To set the number of roles per portal account: “Customize Application”

You can set the default number of roles for partner portal accounts. This benefits your partner portal by reducing the number
of unused roles. You can set up to three roles; the system default is three.
For example, if you currently have three roles created when an account is enabled for your partner portal, but only need one
role for new accounts, you can reduce the number of roles to one.
To set the number of roles per partner portal account:

1. From Setup, click Customize > Partners > Settings.

2. Click Set Portal Role and User Defaults.
3. In the Portal Role and User Defaults page, click Edit.
4. In the Number of Roles drop-down list, set your default number of roles per partner portal account.
5. Click Save.

The number of roles for existing portal accounts doesn't change with this setting.

See Also:
Partner Portal Settings

Enabling Partner Super User Access

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

User Permissions Needed

To enable Partner Super User Access: “Customize Application”

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Set Up and Maintain Sales Tools Letting Users Share Information with Partners

You must have a partner portal enabled to use Partner Super User Access.
To enable Partner Super User Access:

1. Click From Setup, click Customize > Partners > Settings..

2. In the Partner Relationship Management Settings page, click Set Portal Role and User Defaults.
3. Click Edit and select the Enable Partner Super User Access checkbox.

You can disable Partner Super User Access by deselecting the Enable Partner Super User Access checkbox. However,
if you reenable this feature, all users who were assigned Super User Access before the feature was disabled will automatically
gain Super User Access again. See Assigning Partner Super User Access for more information.

See Also:
Partner Portal Settings

Tracking Partner Activity

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

User Permissions Needed

To create custom list views: “Read” on the type of record included in the list
To create, edit, save, and delete reports: “Run Reports”
AND
“Read” on the records included in reports
AND
“Create and Customize Reports”

To create, edit, and delete dashboards: “Manage Dashboards”

Tracking partner activity is important to ensure that your leads and opportunities are being managed effectively. Using the
Partner Account field on leads and opportunities, you can create custom reports and list views that help you track the
work partner users are doing.

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Set Up and Maintain Sales Tools Enable or Disable Work.com Settings

Tip: When creating a list view or report, to include all leads or opportunities associated with a partner account, use
“Partner Account not equal to” and leave the third field in the filter blank.

Tips for tracking partner user activity:

• Create list views to indicate partner lead and opportunity activity during the last week.
• Create a dashboard showing the number of leads created in the last week that are owned by partners.
• Create a list view of leads assigned to partners that have not been updated recently.
• Create forecast reports on partner user opportunities.
• Use the lead Last Transferred Date field to search for leads that have not been acted upon in a timely fashion.
• If you are using customizable forecasting, assign a user as a forecast manager for each partner role in your forecast hierarchy.
Assigning someone as a forecast manager means that all forecasts from users below that user in the forecast hierarchy roll
up to that person.

Note:
When you transfer a partner portal user to another account:

◊ Opportunities on each account are automatically recalculated through your organization’s forecast hierarchy.
◊ Opportunities owned by the partner portal user remain in the previous account.

See Also:
Partner Portal Settings

Enable or Disable Work.com Settings

On the Work.com Settings page, you can enable and disable features like Thanks, Rewards, Calibration, Badges, and Goals
for your organization.

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

User Permissions Needed

To edit Work.com settings: “Customize Application”

1. At the top of your page, click Setup, then click Customize > Work.com > Settings.
2. Select the Work.com feature you want to enable or deselect the feature you want to disable.

Feature Description
Enabling Chatter Thanks Thanks is an embedded feature in Chatter. Coworkers can recognize other
coworkers with Work.com badges and post their thanks directly to the Chatter
feed. Enabling Chatter Thanks generates 12 pre-defined, non-configurable, badges
available to all users in your organization with a supported license type. Full
functionality of Thanks requires a Work.com license.
If you disable this setting, users no longer see the Thanks action in the Chatter
publisher. However, they can still see previously created Thanks posts.

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Set Up and Maintain Sales Tools Performance Summary Cycles Overview

Feature Description
Enabling Rewards Rewards ties tangible rewards to badges. Reward creators can upload gift codes to
create Reward funds. Users require Create permission on the Reward and
RewardFund object to create Rewards.
Enabling Badge Creator Restriction By default, all users can create custom badges. Enable this setting to restrict badge
creation to a subset of users. When you enable this preference, users must have
Create on the Reward object to create custom badges.
Enabling Goals Setting Enable this setting to rename Goals and Metrics to Objectives and Key Results.
Enabling Calibration Setting Enable the Calibration feature to get a big-picture view of performance across
teams and individuals.

Performance Summary Cycles Overview

Use Work.com performance cycles to design performance summaries for your company. Performance summaries gather
feedback about the people and teams in your company.

Available in: Enterprise, Performance, and Unlimited Editions

Performance Summary Cycles requires a license to Work.com Align or Work.com Perform, which are available as add-on
licenses for Enterprise Edition or Unlimited Edition and is included in Performance Edition.

On the Performance tab, click Deployment to access the Performance Summary Cycles page.

• Click a performance summary cycle name to view the cycle details.

• Sort the list of existing performance summary cycles by column.
• Click Create New Cycle to design a performance summary cycle.

Performance Summary Cycle Field Description

Name The summary cycle name.
Created On The date the summary cycle was created on.
Status The current status of the performance summary cycle.
• Draft: The cycle hasn’t been deployed yet. You can still
make changes to this cycle, like edit or add questions.
• Started: The cycle is deployed. You can add people to the
cycle, but you can’t change the questions.
• Finished: All performance summaries in this cycle are
completed.
• Processing: The cycle is either processing the request to
add people or to deploy performance summaries to
everyone added.
• Error: If the summary process failed then the cycle is in
an error state and can’t be further edited or changed.

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Set Up and Maintain Sales Tools Creating a Performance Summary Cycle

Actions Actions you can take on the performance cycle.

• View: Shows the details of the summary.
• Deploy: Changes the status from Draft to Started.
Managers are assigned a performance summary for their
direct reports that are added to the cycle.
• Delete: Delete performance summary cycles that haven’t
been started.
• People: View the people added to the summary.
• Finish: Changes the status from Started to Finish. Drafts
are removed from “Action Required” or “Dismissed” lists.

Creating a Performance Summary Cycle

Use Work.com performance cycles to design performance summaries for your company. Performance summaries gather
feedback about the people and teams in your company.

Available in: Enterprise, Performance, and Unlimited Editions

User Permissions Needed

To view the Performance tab: “Read” on PerformanceCycle
To create a Performance Summary Cycle: “Create”, “Read”, “Update”, “Delete”, “Modify All” and “View
All”’ on FeedbackQuestions, FeedbackQuestionSets,
FeedbackRequests, PerformanceCycles
“Create”, “Read”, “Update”, “Delete” on Feedback

You need to have administrator privileges to create, edit, and deploy performance summary cycles.

1. Click Performance, then click Deployment.

2. Click Create New Cycle.
3. Type a name, a start, and an end date for your cycle.

Cycle Field Description

Name your cycle The summary cycle name.
Activity Start Date The start date of the period for which you are summarizing
the performance of the people involved.
Activity End Date The end date of the period for which you are summarizing
the performance of the people involved. The end date can’t
be earlier than the start date.

4. Select your question sets.

A question set defines the type of summaries for the performance summary cycle.

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Set Up and Maintain Sales Tools Deploying a Performance Summary Cycle

Question Set Fields Description

Performance Summary Questions that a manager answers about a direct report. By
default, every cycle includes a performance summary.
Self summary Questions an individual answers about themselves.
Peer Summary Questions a team member answers about a peer.
Skip Level Summary Questions a direct report answers about a manager.

There must be at least one question in a question set. To include additional question sets, select the option next to the
question set.
5. Specify the question types.

Question Type Description

Text A question that people can answer in a text box.
Multiple Choice A question that people can answer by choosing from a list
of available options.

Click Add text question or Add Multiple choice question to add more questions to a question set.
6. Specify rules for the questions.

Rule Description
Optional The person writing the summary isn’t required to enter an
answer to this question in order to submit the summary
Confidential The subject of the summary will not see the answer once
submitted. There is no Confidential option for Self
Summaries.

7. Click Save Cycle & Questions.

8. Click Add People and type user names separated by comma.
Click Show People to get a list view of the people you added and correct any errors.
9. Click Done.

Deploying a Performance Summary Cycle

Deploy a performance summary cycle to start gathering feedback about the people and teams in your company.

Available in: Enterprise, Performance, and Unlimited Editions

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Set Up and Maintain Sales Tools Changing or Finishing a Performance Summary Cycle

User Permissions Needed

To edit a Performance Summary Cycle: “Create”, “Read”, “Update”, “Delete”, “Modify All” and “View
All”’ on FeedbackQuestions, FeedbackQuestionSets,
FeedbackRequests, PerformanceCycles
“Create”, “Read”, “Update”, “Delete” on Feedback

1. On the Performance tab, click Deployment.

2. In the Actions column of the summary cycle you want to deploy, click Deploy.

• The cycle status changes from “Draft” to “Processing.”

• Once the deployment is successful, the cycle status changes from “Processing” to “Started.”
• If the summary cycle doesn’t deploy successfully, the cycle status changes from “Processing” to “Error.”

Once deployed, a performance summary is assigned to the manager of each person in the cycle. If the cycle contains self
summaries, the self summary is assigned to the associated person. Each person assigned a performance or self summary receives
an email confirming their assignment.
Once the summary is started:
• The summary creator can add more people. The performance is assigned to these people automatically, and they don’t
receive an email.
• You can’t add any questions or question sets
• You can’t edit questions, due dates or question sets.

Changing or Finishing a Performance Summary Cycle

Performance summaries gather feedback about the people and teams in your company.

Available in: Enterprise, Performance, and Unlimited Editions

User Permissions Needed

1. On the Performance tab, click Deployment.

2. In the Actions column of the summary cycle you want to maintain, choose an action.
The actions available depend on the state of the summary.

Action Option Description

View Shows the details of the summary.

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Set Up and Maintain Sales Tools Setting Options for Selling

Action Option Description

Deploy Deploys a summary and changes the summary status from
Draft to Started.
Delete Deletes a summary. You can only delete Draft summaries.
People View the people added to the summary.
Finish • Completes a performance summary cycle and changes
the summary status from Started to Finish.
• Removes drafts from the Action Required or Dismissed
lists.

Question sets, questions, and cycle information can no longer

be edited, added, or removed. People can’t be added to the
cycle.

Setting Options for Selling

Customizing Territories to Help Your Users Manage Accounts

Enabling Territory Management

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

User Permissions Needed

To enable territory management: “Manage Territories”

Territory management is not enabled by default in Salesforce. To request territory management for your organization, contact
salesforce.com.
Note: Territory Management is available only with Customizable Forecasts and not supported with the Winter ’12
release of Forecasts. If Territory Management is enabled, you can no longer use the Winter ’12 release of Forecasts.

You must meet the following prerequisites before enabling territory management:

• Your organization must be using customizable forecasting in order to enable territory management. If you do not know
whether you have customizable forecasting, see Do I Have Customizable Forecasting?.
• Follow the steps in the Deploying Territory Management Guide to prepare your organization for territory management.

After you have completed the prerequisites, you will be ready to turn on territory management for your organization:

1. In Salesforce, from Setup, click Manage Territories > Settings.

2. Optionally, change the organization-wide territory management settings that are configurable from the Territory Settings
page. See Configuring Territory Management Settings on page 97.

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3. There are two different options for enabling territory management, which depend on your preference to retain or purge
preexisting forecast data. Click either Enable Territory Management or Enable Territory Management from Scratch.
What the Enable Territory Management Button Does
When you click this button, your organization’s current forecast hierarchy and forecast data are automatically copied
to the territory hierarchy as follows:
• The name of your organization is set as the top of the territory hierarchy.
• For each role in the forecast hierarchy, a corresponding territory is created in the new territory hierarchy.
• Manual forecast sharing settings on the roles are copied to the new territory. For more information on manual
forecast sharing, see Manually Sharing a Forecast on page 186.
• Active Salesforce users are added to territories based on their roles.
• Opportunities are assigned to the opportunity owner’s territory.
• Accounts are not assigned anywhere in the territory hierarchy.
• Until you add or edit territories, your forecasts will work the same as they did before you enabled territory
management.

What the Enable Territory Management from Scratch Button Does

When you click this button, the following occurs:
• All preexisting forecast data is deleted.
• An empty territory hierarchy is created.

Using this button is only recommended when you are setting up a brand new organization in Salesforce that does
not have an existing forecast hierarchy.

Warning: Irreversible data loss can result from clicking Enable Territory Management from Scratch.

4. Configure territory-related fields, page layouts, and user permissions:

• From Setup, click Customize > Accounts:

◊ Click Fields to set the field-level security of the Territories and Exclude from territory assignment
rules fields.
◊ Click Page Layouts to add those fields to account page layouts. Also, for each account page layout, you can set
whether users can choose to run account assignment rules when they save accounts, and whether account assignment
rules should run by default whenever accounts are saved.

• From Setup, click Customize > Opportunities:

◊ Click Fields to set the field-level security of the Territory field.

◊ Click Page Layouts to add the field to opportunity page layouts.

• Using permission sets or profiles, grant the “Manage Territories” permission to users who will be administrators of the
territory hierarchy. Users that had the “Customize Application” permission before you enabled territory management
are automatically given the “Manage Territories” permission.

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5. To begin working with your new territory hierarchy, from Setup, click Manage Territories > Hierarchy. See Building
Your Territory Hierarchy on page 97.

See Also:
Configuring Territory Management Settings
Administrator setup guide: Deploying Territory Management

Configuring Territory Management Settings

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

User Permissions Needed

To configure territory settings: “Manage Territories”

You can set default account, contact, opportunity, and case access levels for new territories, as well as whether forecast managers
can administer the territories located below them in the territory hierarchy.

1. From Setup, click Manage Territories > Settings.

2. Choose default access levels for accounts, contacts (depending on your organization-wide default setting), opportunities,
and cases. These are the access levels that will be selected by default when a new territory is created. For descriptions of
these fields, see Territory Fields on page 101.

Note: These settings are not retroactive and do not affect territories that already exist.
When creating or editing an individual territory, you can override these default access levels. See Creating Territories
on page 100.

3. Optionally, check Forecast managers can manage territories. When this box is checked, forecast managers
can administer subordinate territories: they can manage users, manually add accounts, and manage account assignment
rules for territories that are below their immediate territory. Also, they can add child territories to both their immediate
territory and lower territories. To learn more about forecast managers, see Assigning Forecast Managers in Your Forecast
Hierarchy on page 184.

See Also:
Enabling Territory Management
Displaying and Editing Territories
Building Your Territory Hierarchy

Building Your Territory Hierarchy

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

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Set Up and Maintain Sales Tools Customizing Territories to Help Your Users Manage Accounts

User Permissions Needed

To view territories: “View Setup and Configuration”
To edit territories: “Manage Territories”
OR
You are a forecast manager, Forecast managers can
manage territories is selected, and you are working
below your position in the territory hierarchy.

Note: If you clicked the Enable Territory Management button to enable territory management, your existing forecast
hierarchy was used as the basis of the territory hierarchy.

To work with your organization's territory hierarchy, from Setup, click Manage Territories > Hierarchy. The following terms
are used when referring to territories in the hierarchy:
Parent Territory
A territory that is located immediately above another territory in the hierarchy. A territory has exactly one parent territory
in the hierarchy, except for the top-level territory which does not have a parent.

Child Territory
A territory that is immediately below another territory in the hierarchy. A parent territory can have an unlimited number
of child territories.

Sibling Territory
Child territories that share the same parent territory.

Choose an option from the drop-down list to change how the territory hierarchy is displayed:
Show in tree view
See a visual representation of the parent-child relationships between your territories. Click Expand All to see all territories,
or Collapse All to see only top-level territories. To expand or collapse an individual node, click the plus (+) or minus
(-) icon.

Show in sorted list view

See a territory list that you can sort alphabetically by territory name, parent territory (Reports to), or description.
To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to
define your own custom views.To edit or delete any view you created, select it from the View drop-down list and click
Edit.

Show in list view

See a list of territories and their children, grouped alphabetically by the name of the top-level territory. The columns are
not sortable. This view is not available for hierarchies with more than 1,000 territories.

Each view provides links for you to create, edit, and delete territories.

See Also:
Displaying and Editing Territories

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Displaying and Editing Territories

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

User Permissions Needed

From the territory detail page, you can view and modify different aspects of the territory, including related territories, assigned
users, and included accounts.

Displaying Territories
1. From Setup, click Manage Territories > Hierarchy.
2. Select the name of the territory you want to view.

Viewing Related Territories

The Hierarchy list at the top of the territory detail page shows how this territory is related to the top-level territory in the
territory hierarchy. To see the names of other territories who share the same parent territory as this one, refer to the Siblings
list immediately below. In either list, you can click a territory name to view that territory. The territory detail page also includes
a Child Territories related list; see Working with Territory Related Lists on page 100.

Editing Territories
To update an existing territory, click Edit, and then change the fields you want to modify. For more information, see Territory
Fields on page 101 and Creating Custom Territory Fields on page 102.
If an edit to a territory affects a very large amount of data, you will be sent a confirmation email when the operation has
completed.
Note: When you edit groups, roles, and territories, sharing rules are usually automatically reevaluated to add or
remove access as needed. If these changes affect too many records at once, a message appears warning that the sharing
rules won't be automatically reevaluated, and you must manually recalculate them.

Cloning Territories
Click Clone to create a new territory with the same standard and custom field values as the current territory. The cloned
territory will have the same parent territory as the original territory. However, assigned users, account assignment rules, and
manually assigned accounts are not cloned.
Note: If you have read-only access to a field, the value of that field is not carried over to the cloned record.

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Viewing Accounts Assigned to a Territory

Click View Accounts to see a list of the accounts that have been assigned to this territory and territories below it in the territory
hierarchy. The list includes both manually assigned accounts and accounts that were assigned via rules.

Working with Territory Related Lists

Each territory detail page has the following related lists:
• Assigned Users - Lists the users in the territory. See Managing Users in Territories on page 103.
• Inherited Account Assignment Rules - Lists the account assignment rules for this territory that are defined in a parent
territory. See Managing Account Assignment Rules on page 107.
• Account Assignment Rules Defined in This Territory - Lists the account assignment rules for this territory. See Managing
Account Assignment Rules on page 107.
• Manually Assigned Accounts - Lists the accounts that have been manually added to this territory. See Manually Assigning
Accounts to Territories on page 114.
• Child Territories - Lists the territories located immediately below this territory in the territory hierarchy. Click Add
Territory to create a new child territory for this territory. Click a child territory name to view that territory's detail page.

Note: Hover over the links at the top of a detail page to display the corresponding related list and its records. If
Chatter is enabled, hover links display below the feed. An interactive overlay allows you to quickly view and manage
the related list items. Click a hover link to jump to the content of the related list. If hover links are not enabled,
contact your Salesforce administrator.

See Also:
Building Your Territory Hierarchy
Enabling Territory Management
Adding Forecast Managers to Territories
Creating Territories

Creating Territories
Available in: Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed

To create territories: “Manage Territories”
OR
You are a forecast manager, Forecast managers can
manage territories is selected, and you are working
below your position in the territory hierarchy.

You can create up to 500 territories for your organization. To create a new territory:

1. From Setup, click Manage Territories > Hierarchy > Add Territory. You can also click Add Territory from the Child
Territories related list of a territory detail page.
2. Define the new territory by entering or changing fields. For descriptions of territory fields, see Territory Fields on page
101.

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The required standard fields for territories are Label, Territory Name, and Parent Territory. Territories can also
have custom fields. For more information, see Creating Custom Territory Fields on page 102.
3. Click Save to finish or Save & New to create more territories.

See Also:
Territory Fields
Creating Custom Territory Fields
Building Your Territory Hierarchy

Territory Fields
Available in: Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed

To edit territories: “Manage Territories”
OR
You are a forecast manager, Forecast managers can
manage territories is selected, and you are working
below your position in the territory hierarchy.

A territory has the following fields, listed in alphabetical order.

Field Name Description

Account Access Sets how much access territory members have to the territory's
accounts: view only, view and edit, or view, edit, transfer and
delete.
Case Access Sets how much access territory members have to cases on the
territory's accounts, regardless of who owns the cases: no
access, view only, or view and edit.
Confine Opportunity Assignment Select this checkbox to prevent the opportunities in this
territory from being moved out of this territory and its child
territories when account assignment rules are run.
Contact Access Sets the level of access territory members have to contacts on
the territory's accounts, regardless of who owns the contacts.
The options are no access, view only, or view and edit.
Forecast Manager The user to whom forecasts from child and lower-level
territories roll up. Only modifiable by clicking Change on the
territory detail page. If enabled via the Territory Settings page,
a forecast manager can administer lower territories in the
hierarchy.
Label The name used to refer to the territory in any user interface
pages.

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Field Name Description

Opportunity Access Sets how much access territory members have to opportunities
on the territory's accounts, regardless of who owns the
opportunities: no access, view only, or view and edit.
Parent Territory Territory immediately above this territory in the territory
hierarchy. The parent territory must be an existing territory.
Use the lookup icon to select the parent territory.
Sharing Groups Read-only and only displays on the territory detail page. For
every territory, two sharing groups are created; one for the
territory, and another for the territory and its children. Click
Territory to see the users who are in the sharing group for a
territory. Click Territory and Subordinates to see the users
who are in the sharing group for a territory and its children.
Note: Users are listed as group members only when
the group is used in sharing rules or manual record
sharing.

Territory Name The unique name used by the API and managed packages.
The name must begin with a letter and use only alphanumeric
characters and underscores. The name cannot end with an
underscore or have two consecutive underscores.
Territory Description A description of the territory.

See Also:
Creating Custom Territory Fields
Displaying and Editing Territories
Creating Territories

Creating Custom Territory Fields

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

User Permissions Needed

To create or edit custom territory fields: “Manage Territories”
OR
You are a forecast manager, Forecast managers can
manage territories is selected, and you are working
below your position in the territory hierarchy.

You can add up to 500 custom territory fields to tailor territories for your company's unique requirements. To create or edit
custom fields on territories:
From Setup, click Customize > Territories > Fields.

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From this page, you can view details of standard fields, create or edit custom fields, or define field dependencies.

Note: Territories do not have customizable page layouts. New custom fields are added in alphabetical order at the
bottom of the territory detail page.

See Also:
Displaying and Editing Territories
Creating Territories
Territory Fields

Deleting Territories
Available in: Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed

To delete territories: “Manage Territories”
OR
You are a forecast manager, Forecast managers can
manage territories is selected, and you are working
below your position in the territory hierarchy.

You can only delete territories that do not have any child territories. When a territory is deleted, the following items are no
longer associated with that territory:

• All users, whether or not Active in Territory is checked

• All accounts, whether assigned manually or by account assignment rules
• All opportunities

To delete a territory:

1. From Setup, click Manage Territories > Hierarchy.

2. Click Del next to a territory in the hierarchy. Alternatively, select the name of a territory and click Delete.

Note: Restoring an account or opportunity from the Recycle Bin restores the territory assignment, but it does not
trigger the evaluation of account assignment rules. If account assignment rules changed while the record was in the
Recycle Bin, the restored record may have territories that are inconsistent with the new rules.

See Also:
Displaying and Editing Territories
Building Your Territory Hierarchy

Managing Users in Territories

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

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User Permissions Needed

To assign users to territories: “Manage Territories”
AND
“Manage Users”

A territory can have an unlimited number of users, and a user can be assigned to an unlimited number of territories.
In the context of a specific territory, users have both an Active status and an Active in Territory status:
Active
An active user is able to log in to Salesforce.
Deactivated users, such as employees who are no longer with your company, are disabled from logging in to Salesforce.
Deactivated users continue to own opportunities and appear in forecasts and territories. When users are deactivated,
their opportunity forecast overrides, adjusted total overrides, and manager's choice overrides on subordinates' forecasts
are frozen. However, the manager of a deactivated user can apply manager's choice overrides to that user's forecasts.
Rollup amounts are kept current. If a deactivated user is later reactivated, the user can resume normal work as before. If
“Allow Forecasting” is disabled for a user who is deactivated, the user is removed from any territories her or she is assigned
to.
Users can set their active status by modifying their personal information page in their personal settings.

Active in Territory
Users with Active in Territory checked on the territory detail page have open opportunities, closed opportunities,
or no opportunities at all in that territory. Users with Active in Territory deselected have been transferred out of
or removed from the territory, but retain ownership of opportunities in the old territory.

To view the territories to which you belong, view the Territories related list on your personal information page. To view this
related list for any user, from Setup click Manage Users > Users.

Adding Users to Territories

To add users to a territory:
1. From a territory detail page, click Add Users.
2. To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define
your own custom views.
3. Select and deselect checkboxes in the Action column to move users between the Available and Selected areas. Also, you
can:
• Click a letter to view users who correspond to that letter.
• Click All to display all users who match the criteria of the current view.
• Click select shown to move all users that are shown on the current list page to the Selected area below.
• Click deselect shown or deselect all to move users from the Selected area to the Available area.

Note: Users already assigned to the territory will not appear in the Available users list even if they meet the list
view criteria.

4. When the Selected area includes all users that you want to assign to the territory, click Assign.

Removing Users from Territories

You can remove a user from a territory and choose who will receive his or her open opportunities:

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1. In the Assigned Users related list on the territory detail page, click Remove next to the user's name.
2. Click the New Owner lookup icon ( ) to select a recipient for any open opportunities the user may have.
3. Alternatively, leave the New Owner field blank. One of the following results will occur:
• If the parent territory has a forecast manager, then that forecast manager takes ownership of the user's open opportunities.
Also, the forecast manager is assigned to the territory with Active in Territory unchecked.
• If the parent territory does not have a forecast manager, then the user remains in the territory with Active in
Territory unchecked.

4. Click Save.
If very large amounts of data are affected, you will be sent a confirmation email when the operation has completed.

Transferring Users Between Territories

The user transfer wizard allows you to move a user from one territory to another, choose which open opportunities the user
will continue to own, and designate a recipient for open opportunities the user leaves behind.
To transfer a user to another territory:
1. In the Assigned Users related list on the territory detail page, click Transfer next to the user's name.
2. Click Select next to the territory to which you are transferring the user. If necessary, expand or collapse nodes in the
territory hierarchy to display the desired destination territory.
3. Click the New Owner lookup icon ( ) to select the user who will take ownership of the open opportunities that the
transferred user does not keep. Click Next to proceed.
If you skip this step and choose not to select a recipient, the forecast manager of the parent territory of the user's former
territory automatically receives the open opportunities that the user does not keep. If there is no forecast manager in the
parent territory of the user's former territory, then the user being moved retains ownership of his or her opportunities.
4. Choose a list view of the user's open opportunities.
5. Click Select and Deselect to move opportunities between the Available and Selected areas. Also, you can:
• Click a letter to view opportunities that correspond to that letter.
• Click All to display all opportunities that match the criteria of the current view.
• Click select shown to move all opportunities that are shown on the current list page to the Selected area below.
• Click deselect shown or deselect all to move opportunities from the Selected area to the Available area.

6. When the Selected area shows the opportunities that you want the user to retain after the transfer, click Transfer.
If very large amounts of data are affected, you will be sent a confirmation email when the operation has completed.

Note: If you transfer the forecast manager out of a territory, that territory will no longer have a forecast and any
opportunity overrides for that territory that were created by forecast managers above it in the territory hierarchy will
be deleted. See Overriding Customizable Forecasts.

See Also:
Displaying and Editing Territories
Adding Forecast Managers to Territories

Viewing Assigned Users Lists

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

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User Permissions Needed

To view assigned users: “View Setup and Configuration”
To remove or transfer a user: “Manage Territories”
AND
“Manage Users”

The assigned users list page displays a list of users assigned to the selected territory. From this page, you can view detailed user
information, remove users from territories, transfer users between territories, and access other related information.

• To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define
your own custom views. The default View is your last selected user view.
• Click a username to view the user detail.
• Click Remove next to a username to remove the user from the territory.
• Click Transfer next to a username to transfer the user between territories.

See Also:
Managing Account Assignment Rules

Adding Forecast Managers to Territories

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

User Permissions Needed

To assign forecast managers to territories: “Manage Users”
AND
“Manage Territories”
AND
“Customize Application”

Consider the following before assigning the forecast manager for a territory:

• A territory can have only one forecast manager. See Assigning Forecast Managers in Your Forecast Hierarchy on page 184.
• Forecasts from child and lower-level territories roll up to forecast managers.
• If a territory has no forecast manager, there is no forecast for that territory.
• Forecast managers can receive opportunities when users are transferred out of or removed from a territory.
• Forecast managers can receive opportunities when account assignment rules are run.
• On the territory settings page, you can enable forecast managers to act as delegated administrators for territories below
them in the hierarchy.

To assign or change the forecast manager for a territory:

1. On the territory detail page, click Change next to the Forecast Manager field.
2. Select a name from the drop-down list to specify the territory's forecast manager.

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On the right, a tree view of the territory hierarchy allows you to see the child and lower-level territories whose forecasts
will roll up to the forecast manager.
3. Click Save to finish.

See Also:
Assigning Forecast Managers in Your Forecast Hierarchy
Displaying and Editing Territories
Configuring Territory Management Settings

Managing Account Assignment Rules

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

User Permissions Needed

To manage account assignment rules: “Manage Territories”
OR
You are a forecast manager, Forecast managers can
manage territories is selected, and you are working
below your position in the territory hierarchy.

You can create account assignment rules that automatically move accounts and their associated opportunities and cases into
territories based on any standard or custom account field, such as zip code, state, industry, revenue, or number of employees.
Each rule consists of multiple rows of criteria that specify exactly how the accounts are assigned.
Account assignment rules are governed by the following:

• A territory can have inherited account assignment rules, meaning that the rules were created somewhere higher in the
territory hierarchy and consequently also impact the given territory.
• A territory can have locally defined account assignment rules, meaning that the rule was created at the given territory.
• If a territory doesn't have any inherited or locally-defined account assignment rules, then it only contains accounts that
were manually added.
• If an account matches all inherited and locally-defined account assignment rules for multiple territories on the same branch
of the hierarchy, then the account is assigned to the lowest matching territory.
• If an account matches a territory's inherited account assignment rules but not all of the territory's locally-defined rules,
then the account isn't assigned to the territory, but is evaluated for child territories.

For example, you have three territories:

• Territory A has four rules marked “Apply to child territories“, and is a parent of territory B.

◊ Territory B has three rules not marked “Apply to child territories”, and is a parent of territory C.

- Territory C has two rules.

If you assign an account that matches all of territory A’s and territory C’s rules but only one of territory B’s rules, then the
account is assigned to territory C. However, if territory B's rules are marked “Apply to child territories,” then the account is
assigned only to territory A.

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Working with Account Assignment Rules

Click Run Rules on the territory detail page to evaluate the active inherited, locally defined rules shown on the page against
all existing accounts in your organization. The rules for all subordinate territories are also evaluated—that is, when you run
rules on the top-level territory, all rules in the entire hierarchy are evaluated. When you click Run Rules, an icon ( ) displays
next to the button for all affected territories to indicate that rules are being processed. An email confirmation is sent when
processing is complete.
Note: To protect data quality, you can't modify a territory while the processing icon displays.

Click Manage Rules on the territory detail page to access the Manage Account Assignment Rules page, where you can create,
edit, preview, and run account assignment rules:
• Click New to create a new rule, or Edit to edit an existing rule. See Creating and Editing Account Assignment Rules on
page 112.
• Use the Active checkbox to set a locally-defined rule as active or inactive.
Active account assignment rules automatically evaluate accounts and assign them to territories when:
◊ An account is created using the Salesforce user interface, the Force.com API, or a client such as Connect Offline.
◊ An account is imported using an import wizard.
◊ An account is created by the conversion of a lead.
◊ An account is edited and saved if the Select by default checkbox is selected for the “Evaluate this account
against territory rules on save” checkbox option under Layout Properties. If the account assignment
rule initiates an opportunity ownership change, you must have transfer access on the opportunity.
◊ An account is edited and saved via the Force.com API.
◊ Run Rules is clicked on a territory detail page, provided the Exclude from territory assignment rules
checkbox on the account is deselected.
◊ Save & Run Rules is clicked on the manage account assignment rules page for a territory, provided the Exclude
from territory assignment rules checkbox on the account is deselected.
◊ Duplicate accounts are merged.

• Click a rule name to see the details of that rule, including its active status and criteria. From a rule detail page you can edit,
delete, or clone a rule.
• Click Preview to see the accounts that would be assigned to this territory and its child territories if the rules currently
marked active were run. See Previewing Account Assignments on page 113.
• Click Save to save the current active status of locally-defined rules.
• Click Save & Run Rules to save the current active status of locally-defined rules and evaluate the inherited and
locally-defined rules shown on the page against all existing accounts in your organization. Running account assignment
rules affects accounts in the Recycle Bin.
Click Edit on the territory detail page to toggle the Confine Opportunity Assignment checkbox. When it is selected,
the territory's opportunities remain in the territory or its child territories when you run account assignment rules. The following
exceptions apply:
• If an opportunity's account moves to only one of the territory's children, then the opportunity follows the account and is
reassigned to the account's new territory. This includes when an account moves to multiple territories and only one of the
new territories is a child of the original territory.
• If an opportunity's account moves to more than one of the territory's children, then the opportunity's territory field is set
to blank.
• If an opportunity's account moves completely out of the territory and its children, then the opportunity's territory field is
set to blank.

Tip: You can also manage account assignment rules using the Data Loader or the Web services API.

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Account Assignment Rules and Opportunities

Several factors determine how account assignment rules assign opportunities to territories, including:
• Whether the account associated with the opportunity is assigned to one or more territories
• Whether the opportunity owner is a member of the same territory as the account
• The number of users assigned to the territory
• Whether a forecast manager is assigned to the territory

Note: If you’re updating an account which triggers an account assignment rule that is part of territory management,
you must have transfer access on the opportunity if the account assignment rule initiates a change in the opportunity
ownership.

Accounts with One Territory

If the account associated with the opportunity is assigned to only one territory, use the following table to determine how the
opportunity's territory is assigned:

Opportunity Number of Users A Forecast Manager is Results

Owner Belongs to Assigned to Territory Assigned to the Territory
Same Territory as
Account
Yes 1 N/A The opportunity is assigned to the same territory
as the account. The opportunity owner is
unchanged.
No 1 N/A The opportunity is assigned to the same territory
as the account and the opportunity owner is the
sole member of the territory.
No 0 N/A The opportunity is assigned to the same territory
as the account and the opportunity owner is added
as an inactive member of the territory. The owner
of the opportunity remains unchanged.
Yes >1 Yes The opportunity is assigned to the same territory
as the account and the forecast manager becomes
the opportunity owner.
Yes >1 No The opportunity is assigned to the same territory
as the account. The owner of the opportunity
remains unchanged if the opportunity owner has
Active in Territory selected on the territory
detail page.
No >1 Yes The opportunity is assigned to the forecast
manager of the territory.
No >1 No The opportunity is assigned to the same territory
as the account and the opportunity owner is added
as an inactive member of the territory. The owner
of the opportunity remains unchanged.

Accounts with Multiple Territories

If the account associated with the opportunity is assigned to more than one territory, use the following table to determine how
the opportunity's territory is assigned:

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Opportunity Owner's Territory Membership Results

Opportunity owner has one territory in common with the account The opportunity is not assigned to any territories.
The opportunity owner can assign the opportunity
to the territory that he or she has in common with
the account.
Opportunity owner has more than one territory in common with the The opportunity is not assigned to any territories.
account The opportunity owner can assign the opportunity
to any territory that he or she has in common with
the account.
Opportunity owner has no territories in common with the account The opportunity is not assigned to any territories.
The opportunity owner cannot assign the
opportunity to any territories.

Territory Assignments for Standard Users

If the user creating the opportunity is a standard user, Salesforce automatically assigns a territory to a new opportunity only if
the user and account have exactly one territory in common. For example, James, who is a standard user assigned to the Westlake
territory only, creates an opportunity on the Filmore, Inc. account. Filmore, Inc. belongs to the Westlake territory and one
other territory. Because James and Filmore, Inc., have exactly one territory in common, the new opportunity is assigned to
the Westlake territory. If James belonged to the account's other territory, the opportunity would not be assigned to a territory.
Use the following table to determine when a territory will be assigned to an opportunity created by a standard user.

Number of Territories Number of Opportunity Results

Assigned to User Territories Owner Belongs to
Assigned to Same Territory as
Account Account
1 1 Yes The opportunity is assigned to the territory in
common.
>1 1 Yes The opportunity is assigned to the account's
territory if the user belongs to that same territory.
1 >1 Yes The opportunity is assigned to the user's territory
if the account is associated with that same
territory.
>1 >1 Yes The opportunity is not assigned to any territories.
The opportunity owner can assign the opportunity
to any territory that he or she has in common with
the account.
N/A N/A No The opportunity is not assigned to any territories.

Territory Assignments for Administrators

A user who is an administrator or has “Manage Territories” permission can view all territories.
If the user is an administrator, a territory-delegated administrator, or a user with the “Manage Territories” permission, Salesforce
automatically assigns a territory to a new opportunity only if the administrator, the account, and the account's parent accounts
have exactly one territory in common. For example, Jennifer is an administrator who manages the Northlake and Westlake
territories. She creates an opportunity on the Richmond Brothers account. Richmond Brothers is associated with the Northlake
and Southlake territories. Richmond Brothers has one parent account, Zyman Products, which is assigned to the Northlake
and Eastlake territories. Because Jennifer, Richmond Brothers, and Zyman Products have only the Northlake territory in
common, the new opportunity is assigned to the Northwest territory. If Richmond Brothers or Zyman Products also belonged
to the Westlake territory, the opportunity would not be assigned to a territory.

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Use the following table to determine when a territory will be assigned to an opportunity created by an administrator.

Number of Number of Number of Opportunity Results

Territories Territories Territories Owner Manages
Administrator Assigned to Assigned to Same Territory as
Manages Account Account's Parent Account and
Account(s) Parent Account(s)
1 1 1 Yes The opportunity is assigned to the territory in
common.
>1 1 1 Yes The opportunity is assigned to the territory in
common.
1 >1 1 Yes The opportunity is assigned to the territory in
common.
1 1 >1 Yes The opportunity is assigned to the territory in
common.
>1 >1 1 Yes The opportunity is assigned to the parent
account's territory if the administrator and the
account have no other territories in common.
The opportunity owner can manually assign
the opportunity to any territory that he or she
has in common with the account
1 >1 >1 Yes The opportunity is assigned to the
administrator's territory if the account and the
account's parent account(s) have no other
territories in common. The opportunity owner
can manually assign the opportunity to any
territory that he or she has in common with
the account
>1 1 >1 Yes The opportunity is assigned to the account's
territory if the administrator and the account's
parent account(s) have no other territories in
common. The opportunity owner can manually
assign the opportunity to any territory that he
or she has in common with the account
>1 >1 >1 Yes The opportunity is assigned to the
administrator's territory if the administrator,
the account, and the account's parent account(s)
have no other territories in common. The
opportunity owner can manually assign the
opportunity to any territory that he or she has
in common with the account.
N/A N/A N/A No The opportunity is not assigned to any
territories.

See Also:
Creating and Editing Account Assignment Rules
Previewing Account Assignments
Displaying and Editing Territories

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Creating and Editing Account Assignment Rules

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

User Permissions Needed

To create or edit account assignment rules: “Manage Territories”
OR
You are a forecast manager, Forecast managers can
manage territories is selected, and you are working
below your position in the territory hierarchy.

A territory can have a maximum of 15 account assignment rules, including both active and inactive rules. To create or edit an
account assignment rule:

1. From Setup, click Manage Territories > Hierarchy.

2. Select the territory you want to modify.
3. Click Manage Rules in the Account Assignment Rules related list.
4. Click New to create a new account assignment rule. To edit an existing account assignment rule, click Edit.
5. Enter a name for the rule. Rule names must be unique and can have a maximum of 80 characters.
6. Define filter criteria that accounts must match to be included in the territory.
If your organization uses multiple languages, use your organization's default language when specifying your criteria. When
you use picklists to specify filter criteria, the selected values are stored in the organization's default language. If you edit or
clone existing filter criteria, first set the Default Language on the Company Information page to the same language
that was used to set the original filter criteria. Otherwise, the filter criteria may not be evaluated as expected.
7. Optionally, check the Apply to child territories box that makes the rule applicable to child territories
8. Optionally, check the Active box to activate the rule. Inactive rules never run.
Active account assignment rules automatically evaluate accounts and assign them to territories when:

• An account is created using the Salesforce user interface, the Force.com API, or a client such as Connect Offline.
• An account is imported using an import wizard.
• An account is created by the conversion of a lead.
• An account is edited and saved if the Select by default checkbox is selected for the “Evaluate this account
against territory rules on save” checkbox option under Layout Properties. If the account assignment
rule initiates an opportunity ownership change, you must have transfer access on the opportunity.
• An account is edited and saved via the Force.com API.
• Run Rules is clicked on a territory detail page, provided the Exclude from territory assignment rules
checkbox on the account is deselected.
• Save & Run Rules is clicked on the manage account assignment rules page for a territory, provided the Exclude
from territory assignment rules checkbox on the account is deselected.
• Duplicate accounts are merged.

9. Click Save to finish, or Save & New to save the rule and begin defining another rule.

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Tip: By creating at least one account assignment rule at the top of your territory hierarchy that applies to child
territories, you can build a hierarchy where all accounts match the top-level criteria and subordinate territories
differentiate accounts by more specific criteria.
Similarly, if your organization uses divisions, create a rule at the top of your territory hierarchy that filters accounts
by division and applies to child territories.

See Also:
Managing Account Assignment Rules
Previewing Account Assignments
Displaying and Editing Territories

Previewing Account Assignments

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

User Permissions Needed

To preview account assignments in territories: “Manage Territories”
OR
You are a forecast manager, Forecast managers can
manage territories is selected, and you are working
below your position in the territory hierarchy.

Before running account assignment rules, preview a list of the accounts that would be assigned to the territory and territories
below it in the territory hierarchy if the rules currently marked active were run:

1. From the territory detail page, click Manage Rules > Preview.
2. Click Save to save the active status of the rules. Click Save & Run Rules to save the active status of the rules and evaluate
the rules against all existing accounts in your organization.

Note: Running account assignment rules affects accounts in the Recycle Bin.

See Also:
Managing Account Assignment Rules
Creating and Editing Account Assignment Rules
Displaying and Editing Territories

Viewing Inherited Rules Lists

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

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User Permissions Needed

To view inherited rules: “View Setup and Configuration”

The inherited rules list page displays a list of account assignment rules inherited by the selected territory. From this page, you
can view detailed rule information and access information on individual rules.

• To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define
your own custom views.
• Click a rule name to view the rule detail.

See Also:
Manually Assigning Accounts to Territories

Manually Assigning Accounts to Territories

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

User Permissions Needed

To manually add accounts to territories: “Manage Territories”
AND
“Edit” on accounts
OR
You are a forecast manager, Forecast managers can
manage territories is selected, you are working below
your position in the territory hierarchy, and you have “Edit”
on accounts.

As an alternative to creating and running account assignment rules, you can add accounts to territories manually:

1. On the territory detail page, click Add Accounts on the Manually Assigned Accounts related list.
2. Choose a view from the drop-down list, or click Create New View to build a new custom view.
3. Click Select and Deselect to move accounts between the Available and Selected areas. Also, you can:

• Click a letter to view accounts that correspond to that letter.

• Click All to display all accounts that match the criteria of the current view.
• Click select shown to move all accounts that are shown on the current list page to the Selected area below.
• Click deselect shown or deselect all to move accounts from the Selected area to the Available area.

4. When the accounts in the Selected area includes all accounts that you want to manually add to the territory, click Assign.

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Note: Manually adding accounts and running account assignment rules are completely independent. A manually
added account remains in a territory until it is manually removed. There is nothing to prevent assignment rules also
adding the account to the territory.

See Also:
Displaying and Editing Territories

Customizing Options for Selling

Restricting Price and Quantity Editing on Opportunity Products

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

User Permissions Needed

To restrict price and unit editing: “Customize Application”

To ensure that opportunity products use the price from the associated price book, remove the Sales Price field from the
opportunity products page layout.
To use a quantity of one for all opportunity products, remove the Quantity field from the opportunity products page layout.

Note: If you cannot remove these fields from the page layout, contact salesforce.com to enable this option.

See Also:
Automatically Activating Product Prices

Customizing Big Deal Alerts

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

User Permissions Needed

To activate big deal alerts: “Customize Application”

Your organization can use alerts that automatically send an email notification for opportunities with large amounts. Customize
this alert to send an email when an opportunity reaches a threshold. Your threshold consists of an opportunity amount and
probability. For example, you may want to send an email to your team that an opportunity of $500,000 has reached a probability
of 90%.

Activating Big Deal Alerts

You can activate one opportunity alert for your organization. The alert message resembles the opportunity detail page including
the page layout and language from a selected user. Before you begin, you may want to decide which user has the page layout
and language settings that you would like included in all alerts. This user must also have the “View All Data” permission.

1. From Setup, click Customize > Opportunities > Big Deal Alert.
2. Enter a name for the alert.
3. Enter a Trigger Probability and Trigger Amount in the corporate currency. An opportunity alert is triggered for
opportunities with this probability and amount or greater. The alert triggers only for those opportunities that meet both
the trigger probability and trigger amount threshold settings.

Note: An opportunity can trigger a big deal alert even if it is in a currency that is different from the corporate
currency. The Amount on an opportunity is converted to corporate currency and compared to the Trigger
Amount. If you are using advanced currency management, dated exchange rates will be used.

4. Check the Active box if you would like to activate the new alert immediately after you save.
5. Enter the From Email Name.
6. Enter the From Email Address.
7. Select a user that provides the appropriate opportunity page layout, language, and currency settings for the content of the
emails. This user must have the “View All Data” permission.
For organizations that use multiple currencies, all alerts include the amount in the currency of the opportunity. If the
opportunity currency is different than the currency of the user selected in this step, both currencies are included in the
email.
Enter a list of email recipients separated by commas. You can also include CC: and BCC: recipients but all must be valid
email addresses.
The BCC: field is not available if your organization has enabled compliance BCC emails.
8. Check the Notify Opportunity Owner box if you would like to include the owner of the opportunity in the alert
emails.
9. Click Save.

Note: An opportunity alert sends a notification the first time an opportunity reaches the threshold. So, an opportunity
that reaches the threshold with 90% probability will not trigger additional alerts if the probability subsequently goes
higher. However, an opportunity that already triggered an alert and then fell below the threshold can trigger a second
alert if it crosses that threshold again.
When working remotely in Connect Offline, you can make changes to opportunities that trigger alerts. These alert
messages will be sent when you update your data.

Enabling Opportunity Update Reminders

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

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User Permissions Needed

To enable opportunity update reminders: “Customize Application” OR “Manage Users”
To activate or deactivate opportunity update reminders: “Manage Users”

Updated and accurate opportunities drive precise forecasts. Ensure that your opportunities are up to date by enabling managers
to schedule opportunity update reminders—automated opportunity reports that managers can customize for their teams. For
example, a manager can schedule a weekly report of all the opportunities for the current fiscal quarter owned by anyone on
the team and have the report distributed to everyone on the team.

1. From Setup, click Customize > Opportunities > Update Reminders.

2. Click Edit.
3. Select Enable Update Reminders for My Organization. Deselect it to disable the feature.
4. Optionally, select Automatically Activate Reminders for Users with Direct Reports to schedule
opportunity update reminders for all users who have direct reports.
Note: Partner and customer portal users assigned Executive roles are considered direct reports of their account
owners. If an account owner is activated to receive opportunity update reminders, partner and customer portal
users assigned as Executives to the account receive opportunity update reminders, even if they don’t have access
to the opportunity. To avoid reminders being sent to these users, remove them from the Executive role.

5. Click Save.
6. Select the boxes next to the users you want to activate, then click Activate. Optionally, check the box in the column header
to select all currently displayed items. Activated users can schedule opportunity update reminders. Any user that has direct
reports can be activated. To deactivate users, select them and click Deactivate.

See Also:
Prompting for Products on Opportunities

Enabling and Configuring Similar Opportunities

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

User Permissions Needed

To enable similar opportunities: “Customize Application”

The Similar Opportunities feature allows users to find Closed/Won opportunities that match the attributes of an opportunity
they're currently viewing, and add them to the Similar Opportunities related list on that opportunity's record. Enable and
configure this feature so your users can quickly access information about past opportunities that may be helpful for the deals
they're currently working on. You can also modify the search criteria that Salesforce uses to identify similar opportunities and
the opportunity record fields that are displayed in the Similar Opportunities related list.

1. From Setup, click Customize > Opportunities > Similar Opportunities.

2. Click Edit.
3. Select Enable Similar Opportunities to add the Similar Opportunities related list to opportunity detail pages.
4. Select three to ten opportunity fields or related lists that you want Similar Opportunities searches to match against, and
then click Add. Use CTRL+click to select multiple items individually or SHIFT+click to select a range of items.

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Note: A Similar Opportunities search is an OR search, so Closed/Won opportunities that contain any of the
specified attributes are matches. The more search criteria you select, the more similar opportunities will be identified
in a search.

5. Select up to 15 opportunity fields to display in the Similar Opportunities related list. The selected fields appear in the list
as columns, which you can arrange using the Top, Up, Down, and Bottom arrows.

Important: When deciding which opportunity fields to display, consider that users can see all of the information
that is displayed in a Similar Opportunities related list, even if the list includes records that aren't ordinarily
accessible because of sharing rules and permissions.

6. Click Save.
7. Add the Similar Opportunities related list to the opportunity page layout.

See Also:
Understanding Similar Opportunities Searches

Understanding Similar Opportunities Searches

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

A Similar Opportunities search finds Closed/Won opportunities that match attributes of the current opportunity.
When enabling Similar Opportunities, you select the attributes that Salesforce uses as search criteria for identifying similar
opportunities. You can select three to ten opportunity fields or related lists.
When users search for similar opportunities, Salesforce finds a maximum of 10,000 matching Closed/Won opportunities in
a 3 month period—starting with the oldest records first—and displays up to 300 of the most relevant opportunities. A
Closed/Won opportunity's relevance is determined by the number of attributes that match the current opportunity.
A Similar Opportunities search is an OR search, so Closed/Won opportunities that contain any of the specified attributes are
matches. The more search criteria you select, the more similar opportunities will be identified in a search. If there are more
than 10,000 matching Closed/Won opportunities, some of the most recent records won't be included in the Similar
Opportunities related list, even if they are highly relevant.

Tip: The best way to ensure that Similar Opportunities searches find current matching records, especially if your
organization has a large number of Closed/Won opportunities, is to define the smallest set of search criteria possible.

See Also:
Enabling and Configuring Similar Opportunities
Defining Similar Opportunities Search Criteria

Defining Similar Opportunities Search Criteria

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

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If your organization uses the Similar Opportunities feature, you need to select the opportunity fields or related lists that are
used as search criteria.
You can use these standard fields and related lists.

Standard Fields Standard Related Lists

Account Name Competitors

Close Date Contact Role

Lead Source Partner

Opportunity Owner Products

Primary Campaign Source Opportunity Team

Private

Probability (%)

Quantity

Type

You can also select any custom opportunity field, except those with these field types.
• Auto-number
• Currency
• Formula
• Picklist (multi-select)
• Roll-up summary
• Text (encrypted)
• Text area

See Also:
Enabling and Configuring Similar Opportunities
Understanding Similar Opportunities Searches

Prompting for Products on Opportunities

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

User Permissions Needed

To enable prompting for products: “Modify All Data”

Customize Salesforce to prompt users to select a product when creating an opportunity. Enabling this option makes it easier
for users to add products while creating an opportunity.

1. From Setup, click Customize > Opportunities > Settings.

2. Check Prompt users to add products to opportunities to have Salesforce prompt users to select a product
when creating an opportunity.
3. Click Save.

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4. We recommend making the Amount field on the opportunity read only to ensure your opportunity amounts are driven
from the products on the opportunity.

Note: If enabled, replaces the Save button with a Save & Add Product button the opportunity creation page.

Automatically Activating Product Prices

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

User Permissions Needed

To auto-activate product prices: “Customize Application”

When you deactivate a product, you may want all related prices for that product automatically de-activated as well. Likewise,
if you activate a product, you can have all the prices for that product automatically activated.

1. From Setup, click Customize > Products > Settings.

2. Check When changing active flag on a product... to have Salesforce automatically change the active flag on
all related prices to whatever the active flag is on the related product.
Leave this field unchecked if you want related prices to remain the same status whenever users activate or deactivate a
product.
3. Click Save.

Using Product Families

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

User Permissions Needed

To edit product families: “Customize Application”

Use the Product Family picklist to categorize your products. For example, if your company sells both hardware and software,
you can create two product families: Hardware and Software.
If your organization has customizable forecasting, your users can have a different quota for hardware sales and software sales.
Users can also view forecasts for opportunities with hardware products separate from opportunities that include software
products.
To begin using product families:

• Customize the Product Family picklist to include the different categories of products you sell.
• For each product in your price books, edit the product and select the appropriate Product Family value.
• If your organization has customizable forecasting, set a different quota for each product family for your users.
• If your organization has customizable forecasting, consider changing your forecast settings to display a particular forecast
family value by default when your users click the Forecasts tab.

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Setting Up Product Schedules

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

User Permissions Needed

To set up product schedules:
“Customize Application”
AND
“Read,” “Create,” “Edit,” and “Delete” on products
AND
“Read,” “Create,” “Edit,” and “Delete” on price books

Create default revenue and quantity schedules for products. In addition, administrators can enable schedule settings that allow
users to create schedules for individual products on opportunities.
Quantity Schedule
Outlines the dates, number of units (i.e., quantity), and number of installments for billing or shipping a product. Your
organization can decide exactly how to use quantity schedules.

Revenue Schedule
Outlines the dates, revenue amounts, and number of installments for billing or recognizing revenue from a product.
Your organization can decide exactly how to use revenue schedules.

Default Schedule
A schedule associated with a product in a price book. Administrators can establish a default quantity schedule, a default
revenue schedule, or both. Every time the product is added to an opportunity, the default schedules are used. On any
particular opportunity, users can override the default schedules.

Enabling Schedules
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

To enable schedules for your organization:

1. From Setup, click Customize > Products > Schedule Setup.

2. Select the appropriate checkboxes to enable quantity and revenue schedules for your organization. Note that disabling a
schedule type automatically deletes all existing schedule information from products.
For a definition of each schedule type, see Setting Up Product Schedules on page 121.
3. For each schedule type you enable, select whether to automatically enable that schedule type for every product in your price
books. This option automatically selects the Quantity Scheduling Enabled or Revenue Scheduling Enabled
checkboxes on every product in your price books.
4. Click Save.

For greater control of schedules on a product-by-product basis, administrators can also determine which schedule types users
can establish for each product.

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Note: Enabling or disabling schedules does not affect archived products.

If schedules are referenced in Apex, only one of the schedule types (quantity or revenue) can be disabled. For example,
if Apex references the schedule object (represented as OpportunityLineItemSchedule in the code), one of the
schedule types can be disabled, but not both.

Customizing Contract Settings

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

User Permissions Needed

To change contract settings: “Customize Application”

Customize Salesforce to handle your internal contract management process. To access the contract settings page, from Setup,
click Customize > Contracts > Settings. You can perform the following tasks in the Contracts Settings page.

Enabling Contract Expiration Notices

Set an option to automatically send email notifications to account and contract owners when a contract expires. To activate
these expiration notices:
1. Select the Send contract expiration notice emails... option.
2. Click Save.
Remove the check on this option and click Save to stop sending expiration notices.

Disabling Auto-Calculation of Contract End Dates

Your contracts may not have end dates or you may prefer to have users enter them manually. If so, disable auto-calculation of
contract end dates:
1. Remove the check in the Auto-calculate Contract End Date option.
2. Click Save.
3. View your page layout and field-level security settings for Contract End Date, Contract Start Date, and Contract
Term to ensure your users can read or edit them as needed.

• To enable auto-calculation, check this option and click Save. If Salesforce auto-calculates Contract End Date, it
does not display on the contracts edit page.

Note: If Auto-calculate Contract End Date is enabled but Contract Start Date or Contract Term is empty,
Contract End Date will be blank.

Tracking History for all Statuses

The default is to track history for contracts with a status of either In Approval Process or Activated. To track history for
contracts for all statuses:
1. Select the Track history for all statuses option.
2. Click Save.

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Setting Up Consoles to Optimize Selling

Optimizing Salesforce for Sales
The Salesforce Console for Sales gives you easy access to sales intelligence and helps you quickly contact leads, assess companies,
and identify key contacts—all in a dashboard-like interface that means more access to contextual data with fewer clicks and
less scrolling.

Available in: Performance and Developer editions

Available in: Enterprise and Unlimited editions for an additional cost

The Salesforce Console for Sales is the same thing as the Salesforce Console. When optimized for sales, the .Salesforce Console
for Sales helps inside sales reps boost productivity with powerful features like context-sensitive access to data, SoftPhone
integration, keyboard shortcuts, and the ability to jot notes on each record.

1. Select an object to view in the Salesforce console navigation list. For example, select Leads to view leads. The administrator
can choose which objects are available.
2. Records are displayed in a list, which you can pin at the left or top of the screen. Select one or more records to display in
primary tabs.
3. Selected records appear in primary tabs. You can work with multiple tabs simultaneously.
4. The highlight panel can be configured separately for each object to show key information related to the record in the
primary tab.
5. Open more than one subtabs to quickly switch between multiple related records.
6. View and interact with subtab content in the detail area.

A console can also be customized with custom components.

The Salesforce Console for Sales and Salesforce Console for Service only differ a little.

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• The Salesforce Console for Sales and Salesforce Console for Service require different licenses for setup.
• Live Agent is not available in a Salesforce Console for Sales unless the organization is also licensed for Service Cloud.

Note: If you’re already using a Salesforce Console for Service, you can create Salesforce console apps for Sales purposes
without also licensing Salesforce Console for Sales.

See Also:
Setting Up a Salesforce Console for Sales

Setting Up a Salesforce Console for Sales

Before you can create a console app, Salesforce Console must be enabled for your organization, and the corresponding permission
set license and user permission assigned.

Available in: Performance and Developer editions

Available in: Enterprise and Unlimited editions for an additional cost

User Permissions Needed

To assign permission set licenses: “Manage Users”
To create a Salesforce Console for Sales app: “Customize Application”
AND
“Sales Console”

1. Contact Salesforce to have the Salesforce ConsoleSalesforce Console for Sales enabled for your organization.
2. Customize highlights panels for all objects.
3. Assign the Sales Console User permission set license to a user.
4. Enable the “Sales Console” permission on the permission set.
5. Assign the user to the permission set.
Only users with a Sales Console User permission set license can be assigned to permission sets that include the “Sales
Console” permission.
6. Create a Salesforce Console app and make it available in the user’s profile.
7. Customize your Salesforce console to best meet your business needs.

See Also:
Enabling the Sales Console User Permission

Enabling the Sales Console User Permission

After users are licensed for the Salesforce Console for Sales, add the Sales Console permission to a permission set.

Available in: Performance and Developer editions

Available in: Enterprise and Unlimited editions for an additional cost

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User Permissions Needed

To create permission sets: “Manage Users"

1. On Setup, go to Manage Users > Permission Sets.

2. Create a permission set.
When creating the permission set, select the user license type None. (If another license types is selected, you won’t be able
to add the Sales Console user permission for this permission set.)
3. On the Permission Set page, click App Permissions.
4. Select the Sales Console permission and click Save.

See Also:
Setting Up a Salesforce Console for Sales

Customizing Options for Tasks and Events

Enabling Shared Activities

Available in: All Editions except Database.com.

User Permissions Needed

To view activity settings: “View Setup and Configuration”
To customize activity settings: “Customize Application”

After you enable Shared Activities, it can take up to 48 hours for the process to finish, depending on the volume of activities
for your organization. During this process, users can continue working with tasks and events.

1. From Setup click Customize > Activities > Activity Settings.

2. Select Allow Users to Relate Multiple Contacts to Tasks and Events.
3. Click Submit.
4. Add the Name related list to the task detail and event detail page layouts so users can see all contacts on an activity. This
is particularly important for Salesforce Classic users.

After the process for enabling Shared Activities finishes, you’ll receive a confirmation email.
Tip: To check the status of the process for enabling Shared Activities, view the Activity Settings page. Salesforce
provides helpful messages about both the status and what you need to do if the enabling process doesn’t finish.

Important:
• When a user saves an activity in the user interface, before and after triggers set to do any of the following
aren’t supported:
◊ Modifying the whoId (Name) field, if Shared Activities is enabled
◊ Modifying or adding an activity relation through the TaskRelation or EventRelation object, if Shared
Activities is enabled

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◊ Modifying or adding an invitee relation on a group event through the Invitee object, whether or not Shared
Activities is enabled

• If a Visualforce page uses the standard controller to display Shared Activities events, use API 26.0 or later.

Displaying Related Contacts on Activity Detail Pages

Available in: All Editions except Database.com

User Permissions Needed

To create, edit, and delete page layouts: “Customize Application”

When you enable Shared Activities, the contact detail page displays task and event information in the Open Activities and
Activity History related lists for each related contact. For your users to make the most of Shared Activities, we recommend
that you add the Name related list to the task and event detail page layouts. This lets your users view all names related to a
specific activity on the task or event detail page. For example, if your user creates a task named “Quarterly Call” with five
contacts, the task detail page will include each contact’s name and other details on separate lines in the Name related list.
Important: Because the contents of the Name related list aren’t fields, they don’t adhere to field-level security settings.

1. Open the relevant page layout.

• To add the related list to the task detail page layout, from Setup, click Customize > Activities > Task Page Layouts.
• To add the related list to the event detail page layout, from Setup, click Customize > Activities > Event Page Layouts.

2. Next to the page layout name, click Edit.

3. In the palette on the upper portion of the screen, click Related Lists. The palette displays the available related lists.
4. From the palette, drag Name to the lower portion of the screen.
5. In the palette, click Save.

Guidelines for Adding a Custom Logo to Meeting Requests

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

User Permissions Needed

To customize activity settings: “Customize Application”

When you use a custom logo in meeting requests, the logo appears in the following locations:

• Email requests sent to invitees when you request a meeting or schedule an event
• Meeting response pages where invitees select the times they can meet
• Event response pages where invitees accept or decline the event

When you use a custom logo, keep the following in mind:

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• The image must be smaller than 20 KB and formatted as a .gif, .jpeg, or .png file.
• For best results, use an image smaller than 130 pixels wide, 100 pixels high, and 72 pixels per inch. Automatic resizing
may prevent larger images from displaying correctly in some email clients.
• You must first upload your logo to the Documents tab to make it externally available.

Note:

◊ Other users can replace the logo if it's in the Shared Documents folder. To prevent unwanted changes, create
a folder accessible only to system administrators and upload the logo there.
◊ You can’t use a logo that is stored in the My Personal Documents folder or marked Internal Use Only.

• You can't delete a custom logo from the Documents tab when it's being used in meeting requests. You must first either
select another image to use as your logo or uncheck the option to display a custom logo in meeting requests.

Customizing Activities
Customizing Activity Settings
The availability of these settings varies by Edition. However, most are available in All Editions.

User Permissions Needed

To view activity settings: “View Setup and Configuration”
To customize activity settings: “Customize Application”

On the Activity Settings page in Setup at Customize > Activities > Activity Settings, you can manage the following
activity-related features:

• Enable Group Tasks

• Enable Sidebar Calendar Shortcut
• Enable Creation of Recurring Events
• Enable Creation of Recurring Tasks
• Enable Activity Reminders
• Enable Email Tracking
• Show Event Details on Multi-User Calendar View
• Enable Multiday Events
• Show Custom Logo in Meeting Requests
• Show Requested Meetings in the Calendar Section on the Home Tab
• Allow Users to Relate Multiple Contacts to Tasks and Events

Enable Group Tasks

Enabled by default for all Editions except Database.com. Select this checkbox to let users assign independent copies of
a new task to multiple users.

Enable Sidebar Calendar Shortcut

Available in all Editions except Database.com. Select this checkbox to display a shortcut link to a user’s last used calendar
view in the sidebar: . In the sidebar, the calendar shortcut appears above the Recent Items component.

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Enable Creation of Recurring Events

Available in all Editions except Database.com. Select this checkbox to let users create events that repeat at specified
intervals.

Enable Creation of Recurring Tasks

Available in all Editions except Database.com. Select this checkbox to let users create tasks that repeat at specified
intervals. If you disable this setting, users can still edit the interval of an existing recurring task, but cannot create new
recurring tasks.

Enable Activity Reminders

Available in all Editions except Database.com. Select this checkbox to enable activity reminders for your organization.
Salesforce can display popup reminders for upcoming tasks and events. Reminders notify the activity assignee of an
upcoming task or event. The reminder displays in a small browser popup window when the activity assignee is logged
in to Salesforce. When a user logs in, any reminders that have not been dismissed and reminders scheduled to occur
since the last time the user logged out are shown in the reminder window.
If you disable this feature, users won’t receive reminders for tasks and events that have reminders set. In addition, users
will no longer be able to add new reminders, as well as configure default reminders. Existing settings and reminders for
tasks and events aren’t retained if you later enable reminders again. If you do this, users receive reminders for only the
tasks and events that have been created or updated since you enabled the setting again.

Enable Email Tracking

Available in Contact Manager, Group, Professional, Enterprise, Unlimited, Performance, and Developer Editions. By
default, Salesforce tracks outbound HTML emails if your organization uses HTML email templates. You can disable
this feature to control email tracking. If you disable email tracking, Salesforce no longer stores email tracking information
for your organization. However, the HTML Email Status related list remains on page layouts and email tracking reports
remain on the Reports tab.

Show Event Details on Multi-User Calendar View

Available in Professional, Enterprise, Unlimited, Performance, and Developer Editions. If your organization-wide
calendar sharing includes Show Details, or you’re the manager of another user in the role hierarchy, calendar views
typically display the details of users’ events when you hover your mouse over the “busy” areas of the calendar. When you
select the Show Event Details on Multi-User Calendar View checkbox, event details display on-screen
rather than in mouse-over text. This setting applies to daily, weekly, and monthly calendar views for all users.
Note: Enabling this setting does not override calendar sharing. If a user’s calendar details are not visible to
other users because of calendar sharing restrictions or the user’s position in the role hierarchy, this setting respects
that lack of visibility.

Enable Multiday Events

Available and enabled by default in all Editions except Database.com. When this checkbox is selected, Salesforce supports
events that end more than one day (24 hours) after they start. For information on creating multiday events using the
API, see the Force.com Web Services API Developer's Guide. You can create multiday events using the API versions 13.0
and later.

Show Custom Logo in Meeting Requests

Available in all Editions except Database.com. Select this checkbox to upload a custom logo that displays in meeting
request emails and on the meeting’s Web page that invitees see when you either invite them to an event or request a
meeting with them. You can select only logos that have been uploaded to the Documents tab and made externally
available. For information about size limitations and supported file formats, see our logo guidelines.

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Show Requested Meetings in the Calendar Section on the Home Tab

Available in all Editions except Database.com. Select this checkbox to display the Requested Meetings subtab in the
Calendar on the Home tab. This subtab lists the meetings a user has requested but not confirmed. Disabling this feature
also removes the New Meeting Request button from the Calendar on the Home tab.

Allow Users to Relate Multiple Contacts to Tasks and Events

Available in all Editions except Database.com. Select this checkbox to enable Shared Activities. If your organization has
enabled Shared Activities, you can relate as many as 50 contacts to non-recurring and non-group tasks, and non-recurring
events. You assign one primary contact; all others are secondary contacts.

Managing Public and Resource Calendars

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

User Permissions Needed

To manage public calendars: “Customize Application”
To manage resource calendars: “Customize Application”

In contrast to users' individual calendars, public and resource calendars are for managing group activities or shared resources.
You can create an unlimited number of calendars.
Using public calendars, a group of people can track events of interest to all of them (such as marketing events, product releases,
or training classes) or schedule a common activity (such as a team vacation calendar). For example, your marketing team can
set up an events calendar to show upcoming marketing events to the entire sales and marketing organization.
With resource calendars, multiple people can coordinate their usage of a shared resource such as a conference room or overhead
projector.
To display a list of the currently-defined public and resource calendars, from Setup, click Customize > Activities > Public
Calendars & Resources.
From the list page, you can perform the following tasks:

• To view the properties of a calendar, click its name in the list.

• To edit calendar properties, click Edit.
• To create a new public calendar or resource:

1. Click New.
2. Give the calendar or resource a name, and check Active.
3. Click Save.
4. To make the new calendar or resource available to others, click Sharing. Add the public groups, roles, or users with
whom you want to share the calendar.
5. In Calendar Access, specify how to share the calendar by selecting one of the following:

Sharing Model Results

Hide Details Others can see whether given times are available, but
cannot see any other information about the nature of events
in the calendar.

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Sharing Model Results

Hide Details and Add Events Others can see whether given times are available, but
cannot see details of events. Other users can insert events
in the calendar.
Show Details Others can see detailed information about events in the
calendar.
Show Details and Add Events Others can see detailed information about events in the
calendar and can insert events in the calendar.
Full Access Others can see detailed information about events in the
calendar, insert events in the calendar, and edit existing
events in the calendar.

Note: Users need the appropriate “Read” permission to see the related record of any activity. For example, an event
invitee who does not have “Read” permission on cases will not be able to view the case associated with the event.

Deleting a Public Calendar

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

User Permissions Needed

To delete a public calendar: “Customize Application”

1. From Setup, click Customize > Activities > Public Calendars & Resources.
2. Click Del next to the name of the calendar you want to delete.

See Also:
Managing Public and Resource Calendars

Setting Up Cloud Scheduler

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

User Permissions Needed

To customize page layouts and activity settings: “Customize Application”

The New Meeting Request button is enabled by default on page layouts, which lets your users use Cloud Scheduler to request
meetings with customers. If enabled, the button displays on the Open Activities related list on the detail pages of contacts,
leads, and person accounts.

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Use the following methods alone or in combination to control whether the New Meeting Request button displays on detail
page layouts. Note that the button is also available in the Calendar section on the Home tab when the Requested Meetings
subtab is enabled, and isn't affected by these add or remove actions.

Cloud Scheduler Quick Setup

To add or remove the New Meeting Request button on multiple page layouts:
1. From Setup, click Customize > Activities > Cloud Scheduler.
2. If you're adding the button and the new user interface theme isn't already enabled, you must enable it from Setup, in
Customize > User Interface.
3. Click Add Button to add the New Meeting Request button to the Open Activities related list on all eligible page layouts.
Eligible layouts have fewer than four buttons in the Open Activities related list (to prevent unintended crowding). Click
Remove Button to remove the button from all current page layouts.

Note: If you want finer control over whether the button displays on individual page layouts, consider using the manual
setup method instead of or in combination with the quick method.

Cloud Scheduler Manual Setup

To add or remove the New Meeting Request button on individual page layouts:
1. If you're adding the button and the new user interface theme isn't already enabled, you must enable it from Setup, in
Customize > User Interface. See Customizing User Interface Settings.
Users can't request meetings with customers if the new user interface theme is disabled.
2. Add or remove the New Meeting Request button to the Open Activities related list on the page layouts you want.
• Contacts
• Leads
• Person Accounts (if enabled)
For users to request a meeting with a person account, you also need to add the Email field to the page layout, which
is located in Setup at Customize > Accounts > Person Accounts > Page Layouts.

Note: If you have multiple page layouts and want to affect all or most of them, consider using the quick setup method
instead of or in combination with the manual method.

Cloud Scheduler Optional Settings

You can optionally enable these settings to make Cloud Scheduler even more useful to your users.
• Ask your users to install Salesforce for Outlook.
We recommend users sync their calendar events between Salesforce and Outlook so they can propose meeting times based
on their availability displayed in their Salesforce calendar.
• Add your company logo to the meeting requests sent to invitees. See Customizing Activity Settings.
• Show requested meetings in the Calendar section on the Home tab.
See Customizing Activity Settings. The Requested Meetings subtab displays by default. If you remove the New Meeting
Request button from all page layouts, we recommend you also remove the Requested Meetings subtab because your users
won't be able to request meetings.
• Enable your Partner users to request meetings using Cloud Scheduler. To enable this, the customPartner User profile must
have the correct user permission requirements on page 132, and be active and assigned to your Partner users.

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User Permission Requirements

Users must have the “Send Email” and “Edit Events” permissions to request meetings. These permissions are automatically
selected in most standard profiles.
If users don't have the required permissions, they:
• Won't see the New Meeting Request button on the Open Activities related list.
• Can't edit, reschedule, or cancel requested meetings.

Field-Level Security Requirements

In most cases, you don't need to change field-level security settings to allow users to request meetings. However, if your
organization has changed the default field-level security settings for certain profiles, refer to the following table to make sure
those changes don't prevent users from requesting meetings.
Note: In permission sets and the enhanced profile user interface, the setting labels differ from those in the original
profile user interface and in field-level security pages for customizing fields.

Object Field Required Field-Level Security Settings Description

Permission Sets and Original Profile
Enhanced Profile User Interface and
User Interface Customize Field
Pages
Event Name Read and Edit Visible (with If this field isn't readable, the New Meeting
Read-Only not Request button doesn't display on the Open
selected) Activities related list, and an “insufficient
privileges” message displays when trying to
change (confirm or reschedule) or view a
requested meeting.
If this field is readable but not editable, the
New Meeting Request button doesn't
display on the Open Activities related list,
and requested meetings open as read-only
(preventing users from confirming or
rescheduling the meeting).

Description Read Visible By default, when a requested meeting is

confirmed, the last message sent from the
meeting organizer displays in the
Description field for the new event.
However, if field-level security for the
Description field isn't readable, then the
last message doesn't display in the
Description field even if field-level
security is later set to readable.

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Customizing Options for Leads

Setting Up Lead Management

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

Success in sales starts by building a strong pipeline of leads. A lead is a prospect who is interested in your company.
Using leads can give your sales staff instant access to the latest prospects and ensures that no leads are ever dropped. Successful
lead management helps sales and marketing manage the inbound lead process, track lead sources, and analyze return on their
marketing investment.
To get started using lead management, from Setup, click Customize > Leads:

• Click Fields to create custom lead fields that track information specific to your company. Also, map your custom lead
fields to account, contact, and opportunity fields so that the data gets converted when users convert leads. Edit the Lead
Status picklist to choose the default status for new and converted leads.
• Click Settings to specify your default lead settings.
• Click Assignment Rules to set up lead assignment rules that automatically assign leads.
• Click Web-to-Lead to automatically capture leads from your website.

To create sales queues for leads or custom objects, from Setup, click Manage Users > Queues.

Customizing Lead Settings

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

User Permissions Needed

To change lead settings: “Customize Application”

To optimize the lead management features, you must edit the lead settings to specify certain defaults.

1. From Setup, click Customize > Leads > Settings.

2. Click Edit to customize the following defaults:

Field Description
Default Lead Owner The user or queue to which leads will be assigned if the active
assignment rule fails to locate an owner. This applies to leads
captured online and leads that a user manually creates or
edits with the auto-assign checkbox enabled.
Notify Default Lead Owner Checkbox to indicate whether Salesforce sends a notification
to the default lead owner when assigning a lead to him or
her. Default Lead Owner selected must be a user.
Record Type Setting If a user creating a new lead applies assignment rules, this
setting indicates which record type to assign to the new

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Field Description
record. If you want new leads to keep the creator’s record
type, check Keep the existing record type. If you
want to overwrite the creator’s record type when applying
assignment rules, check Override the existing
record type with the assignee’s default
record type.

Enable Validation and Triggers from Lead When selected, enables the following operations when you
Convert convert leads:
• Enforcement of universally required custom fields.
• Enforcement of validation rules. Note that if validation
rules exist for activities and you create an activity during
lead conversion, the lead converts but a task is not
created.
• Workflow actions on leads such as field updates,
automatic task assignments, and transfers. Note that
existing time-based workflow actions on leads do not get
triggered as part of lead conversion.
• Execution of Apex before triggers that fire before the
insertion of accounts, contacts, or opportunities. In
addition, execution of Apex before triggers that fire
before the update of accounts or contacts.
• Cross-object field updates on accounts and opportunities
created from the lead conversion.

Note: When Enable Validation and

Triggers from Lead Convert is selected, if
the lead conversion creates an opportunity and the
opportunity has Apex before triggers associated
with it, the triggers run immediately after the
opportunity is created, before the opportunity
contact role is created.

Do Not Change Lead Status Values to New If your organization uses record types, you can create a lead
Owner's Record Type on Lead Conversion process that allows you to provide different Lead Status
values for different record types. If Do Not Change Lead
Status Values to New Owner's Record Type on
Lead Conversion is selected, the Lead Status does
not change to the new owner's default value during lead
conversion. If this setting it is not selected, the Lead
Status may change during lead conversion if the new
owner's record type has a different default value for Lead
Status.

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Mapping Custom Lead Fields

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

User Permissions Needed

To map lead fields: “Customize Application”

When you convert a qualified lead, the information from the standard lead fields is inserted into standard account, contact,
and opportunity fields (see Lead Conversion Mapping). If your organization has custom lead fields, you can specify how you
want that custom information converted into custom account, contact, or opportunity fields.
To specify the mapping for custom lead fields:
1. From Setup, click Customize > Leads > Fields > Map Lead Fields.
2. For each custom lead field, choose a custom account, contact, or opportunity field into which you want the information
inserted when you convert a lead.
3. Click Save.

• Remember to map custom lead fields to other custom fields of the same data type, that is, map numeric lead fields to other
numeric fields or long text area fields to other long text area fields.
Some exceptions are:

◊ You can map between text and picklist fields. However, your data may become truncated if the mapped text field is
not large enough to hold the entire lead picklist value.
◊ You can map fields of type Text or Text Area to long text area fields
◊ You can map auto-number fields to fields of type Text, Text Area, or Picklist.
◊ Do not map custom formula fields to other formula fields or any other type of field.

• Remember to map custom lead fields of type number, currency, or percent to other number, currency, or percent fields of
exactly the same length and decimal places. For example, if your lead currency field has a length of 3 and 2 decimal places,
map it to another custom currency field with a length of 3 and 2 decimal places.
• Any standard lead picklist fields that are blank are mapped to the default picklist values for the account, contact, and
opportunity.

Note: If you change the data type of any custom field used for lead conversion, that lead field mapping will be deleted.

Capturing Web Leads

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

User Permissions Needed

To set up Web-to-Lead: “Customize Application”

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With Web-to-Lead, you can gather information from your company’s website and automatically generate up to 500 new leads
a day.
Your company may already have a registration or other type of page where users enter their contact information. You may also
want to create a jump page where prospects respond to a campaign. With a little extra HTML code, you can redirect that
information to Salesforce to create new leads.
See Preparing to Set Up Web-to-Lead for the steps to prepare for setting up Web-to-Lead.
See Setting Up Web-to-Lead for the steps to set up Web-to-Lead.

Preparing to Set Up Web-to-Lead

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

User Permissions Needed

To set up Web-to-Lead: “Customize Application”

Before setting up Web-to-Lead, you need to:

• Create custom lead fields, if needed, and specify how they’ll map to custom account, contact, and opportunity fields during
lead conversion.
• Edit the Lead Status picklist to set the default status for new and converted leads.
• Create public email templates for the automated notification email that will be sent to prospects upon submission of each
web lead. If you plan to set up email response rules to use different email templates depending on the information submitted,
create one default template to send when none of your response rules apply.
• Create lead queues if you wish to assign incoming leads to queues.
• Customize the Lead Settings to select the default owner of leads that fail to meet the criteria in your assignment rule.
• Create an active lead assignment rule to determine how web-generated leads are assigned to multiple users or queues. If
you do not set an active assignment rule, all web-generated leads are assigned to the default owner you specify in the Lead
Settings.

See Also:
Capturing Web Leads
Setting Up Web-to-Lead

Setting Up Web-to-Lead
Available in: Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed

To set up Web-to-Lead: “Customize Application”

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To set up Web-to-Lead:

1. From Setup, click Customize > Leads > Web-to-Lead.

2. Click Edit to enable or modify the following Web-to-Lead settings:

Web-to-Lead Setting Description

Web-to-Lead Enabled Enables Web-to-Lead.
Default Lead Creator The user who will be listed as the creator of online leads and
who will appear as the sender of email responses. This user
must have the System Administrator profile or the “Modify
All Data” and “Send Email” permissions.
Default Response Template The default response template to use for the email response
that is automatically sent to prospects when they submit an
online lead.
If you set up response rules to use different email templates
based on the information submitted, the default response
template is used when no auto-response rules apply. Leave
this option blank if you do not wish to send emails when no
response rules apply. This template must be marked as
“Available for Use.”

3. Click Save.
4. To create a Web-to-Lead form, click Create Web-to-Lead Form on the Web-to-Lead Setup page.
5. Select fields to include on your Web-to-Lead form. Use the Add and Remove arrows to move fields between the Available
Fields list and the Selected Fields list, and use the Up and Down arrows to change the order of the fields on your form.

• Select the Campaign field (and optionally, the Campaign Member Status field) if you are using Web-to-Lead as
part of a campaign.
• For organizations using multiple currencies, add the Lead Currency field if you add currency amount fields, otherwise
all amounts will be captured in your corporate currency.
• Use a custom multi-select picklist to allow potential customers to express interest in several products.
• For organizations using lead record types, select the Lead Record Type field if you want users to select a record type
for Web-generated leads.

6. If your organization uses the Translation Workbench or has renamed tabs, select the language for the form labels displayed
on your Web-to-Lead form. The source of your Web-to-Lead form is always in your personal language.
7. Specify the complete URL to which users should be directed after they submit their information—for example, your
company's home page for a thank you page—and click Generate.
8. Copy the generated HTML code and provide it to your company's webmaster to incorporate into your website.
9. Click Finished.

To test the Web-to-Lead form, add the line <input type="hidden" name="debug" value="1"> to your code. This
line redirects you to a debugging page when you submit the form. Remove this line before releasing the Web-to-Lead page
to your website.
Leads generated from your website are initially marked with the “default status” specified by the Lead Status picklist. For
Web leads generated as part of a campaign, the member status of the new leads is set to the Member Status value specified
in the form, or to the “default” member status if the Member Status field is not included in the form.

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In addition, new leads are marked as “Unread,” and are changed to “Read” when viewed or edited by the lead owner. Users
can select the My Unread Leads list view to quickly locate their new leads.

Note: The format for date and currency fields captured online is taken from your organization’s default settings -
Default Locale and Currency Locale.

The daily limit for Web-to-Lead requests is 500. If your organization exceeds its daily Web-to-Lead limit, the Default
Lead Creator (specified in the Web-to-Lead setup page) receives an email containing the additional lead information.
See How many leads can we capture from our website? for additional information on Web-to-Lead limits.
If a new lead cannot be generated due to errors in your Web-to-Lead setup, Customer Support is notified of the
problem so that we can help you correct it.
Salesforce runs field validation rules before creating records submitted via Web-to-Lead and only creates records that
have valid values.
All universally required fields must have a value before a record can be created via Web-to-Lead.
Salesforce doesn’t support rich text area (RTA) fields on Web-to-Lead forms. If you use RTA fields on your forms,
any information entered in them is saved as plain text when the lead is created.

See Also:
Preparing to Set Up Web-to-Lead
Capturing Web Leads

Customizing Sales Teams

Customizing Opportunity Teams

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

User Permissions Needed

To enable team selling: “Customize Application”
To create or change custom fields: “Customize Application”
To define or change field validation rules: “Customize Application”
To create workflow rules: “Customize Application”
To set up team roles: “Customize Application”
To add a custom button or link: “Customize Application”
To edit page layouts: “Customize Application”
To define Apex triggers: “Author Apex”

An opportunity team is a set of users that often work together on sales opportunities. A typical opportunity team might include
the account manager, the sales representative, and a pre-sales consultant.
When team selling is enabled, you can customize opportunity teams for your organization.

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• Create a custom field for the opportunity team that will appear on the Opportunity Team Member page and can be included
in opportunity team reports. You can create a maximum of 50 custom fields.

Note: If you delete a custom field, filters that use the custom field are also deleted, and the result of assignment
or escalation rules that rely on the custom field’s data might change.

• Define and activate validation rules that opportunity team data must meet before a user can save the record.
• Create workflow rules.
• Define opportunity team roles for your organization.
• Globally replace existing team roles.
• Add a custom button or link to the opportunity team.
• Customize the Opportunity Team Member page layout, adding custom fields, buttons, links, or customizable related lists.
• Edit the Opportunity Team related list properties on each page layout.
To display opportunity team member information on a parent page, you must link the team member and the parent. For
example, to display team member information on the related account detail page, add a custom lookup field called Account
to the Opportunity Team editor on page 141, and then set this field to the parent account for each opportunity team
member.
• Create custom report types for opportunity teams.
• Define and activate Apex code that executes before or after specific data manipulation language (DML) events occur, such
as before opportunity team records are inserted into the database, or after records have been deleted.

Note: There are a few limitations for opportunity teams.

• You can’t create a look up from an object, such as an account, to an opportunity team member.
• Validation rules and Apex triggers aren’t supported when a user adds his or her default opportunity team on an
opportunity.

Enabling Team Selling

Enabling team selling gives your users access to create and use opportunity teams on opportunities.

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

User Permissions Needed

To enable team selling: “Customize Application”

1. From Setup, click Customize > Opportunities > Opportunity Teams.

2. Click Settings.
3. Select Enable Team Selling, and click Save.
4. Select the opportunity page layouts that will display the new Opportunity Team related list.
5. To ensure that users with customized page layouts see the related list, select Append to users’ personal related
list customization.
6. Click Save.

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When team selling is enabled, you can add custom fields, custom buttons and links, validation rules, workflow rules, and Apex
triggers to opportunity teams. You can also edit opportunity team page layouts, create custom report types for opportunity
teams, and enable Opportunity Splits.

See Also:
Customizing Opportunity Teams

Customizing Opportunity Team Roles

Every opportunity team member has a role in that opportunity, like Account Manager or Sales Rep. You can customize the
opportunity team roles for your organization.

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

User Permissions Needed

To set up team roles: “Customize Application”

1. From Setup, click Customize > Opportunities > Opportunity Teams.

2. Click Team Roles.
3. Edit the picklist values for existing team roles. (If the Opportunity Owner role exists, leave that name unchanged; it’s
needed for opportunity splits.)

Note: Opportunity teams share roles with account teams. So if you remove an opportunity team role, that role
will no longer be listed as an account team role.

See Also:
Customizing Opportunity Teams

Replacing Opportunity Team Roles

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

User Permissions Needed

To set up team roles: “Customize Application”

If you’ve changed your opportunity team roles, you can globally update the values in all existing records, replacing the picklist
values. From Setup, choose Customize > Opportunities > Opportunity Teams > Replace Team Roles.
If the Opportunity Owner role exists, leave that name unchanged; it’s needed for opportunity splits.

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Note: Opportunity teams share roles with account teams. So if you remove an opportunity team role, that role will
no longer be listed as an account team role.

See Also:
Customizing Opportunity Teams

Editing Multi-Line Layouts for Opportunity Teams

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

User Permissions Needed

To edit multi-line layouts for opportunity teams: “Customize Application”

You can specify which fields appear on the Opportunity Team Member multi-line page. To view this page, add a new member
to an opportunity team.

1. From Setup, click Customize > Opportunities > Opportunity Teams > Page Layouts.
2. Next to the name of an opportunity team page layout, click Edit.
3. Click Edit Multi-Line Layout in the top right corner.
4. Move fields between Available Fields and Selected Fields.

• To customize which fields display in the layout, select one or more fields in Available Fields and click Add or Remove.
• To sort fields in the layout, select one or more fields in Selected Fields and click Up or Down.
• To select multiple fields individually, use CTRL+click.
• To select multiple fields as a group, use SHIFT+click.

5. Click Save to apply your changes.

See Also:
Customizing Opportunity Teams

Disabling Team Selling

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

User Permissions Needed

To disable team selling: “Customize Application”

Note: If Opportunity Splits is enabled, you must disable that feature before you can disable team selling. Disabling
Opportunity Splits permanently deletes all split data from your organization.

1. Delete any custom fields, custom buttons and links, page layouts, validation rules, workflow rules, or Apex triggers that
you’ve added to opportunity teams. You must also delete any custom reports that include opportunity team information
and uninstall any Apex packages that use opportunity teams.

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2. From Setup, click Customize > Opportunities > Opportunity Teams.

3. Click Settings.
4. Select Disable Team Selling and click Save.
5. Select Yes at the prompt and click OK. All opportunity teams assigned to opportunities and all default opportunity teams
are permanently deleted.

Note: You can’t disable team selling if team members are referenced in Apex. In Apex code, the Team Member
field is represented as OpportunityTeamMember.

See Also:
Customizing Opportunity Teams
Disabling Opportunity Splits

Enabling Opportunity Splits

Enhance opportunity teams to share sales credit.

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

User Permissions Needed

To enable opportunity splits: “Customize Application”

Enabling Opportunity Splits changes existing opportunity records in your organization.

• The opportunity owner is included on each opportunity team. Because the Opportunity Owner role is essential for splits,
you can’t remove it.
• If you enable split types that total 100%, new opportunity split records include a default entry for the owner, who initially
receives 100% of the split amount. (These additional records increase storage requirements for your organization.)
A script applies these changes after you enable Opportunity Splits. The script temporarily disables triggers, workflows, and
validation rules for opportunity team records, mass reassignment of opportunity team members, and mass transfer of accounts
and opportunities. If your organization contains a lot of opportunities, the script may take several hours. While it’s running,
you can still perform other tasks in Salesforce. Automated email notifications keep you up to date on the script’s status.
Note: You must enable team selling before you can enable opportunity splits.

1. From Setup, click Customize > Opportunities > Opportunity Teams > Opportunity Splits.
2. Select Enable Opportunity Splits.
3. To better reflect your business process, rename or disable the default Revenue and Overlay splits.

Tip: You can rename or disable split types at any time; simply return to the Opportunity Splits setup page, and
click Edit.

4. Click Save.
5. Select the page layouts that will display the Opportunity Splits related list.
6. To ensure that users with customized page layouts see the related list, select Append to users’ personal related
list customization.

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7. Click Save.

Tip: To let users include splits in forecasts, see Choosing a Data Source for Forecasts.

See Also:
Enabling Team Selling
Replacing a Team Member on Multiple Records
Removing a Team Member from Multiple Records

Disabling Opportunity Splits

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

User Permissions Needed

To disable opportunity splits: “Customize Application”

If you disable Opportunity Splits, here’s what happens.

• Splits on all opportunities in your organization are deleted.
• Split reports are deleted.
• Custom reports built using split report templates will still appear in the Reports tab, but you won’t be able to access them.

Warning: Disabling Opportunity Splits is irreversible; you won’t be able to retrieve lost splits data.

1. From Setup, click Customize > Opportunities > Opportunity Teams > Opportunity Splits.
2. Deselect Enable Opportunity Splits and click Save.

If your organization contains a lot of opportunities, the script that disables splits may take several hours.

Reassigning Team Members on Multiple Records

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

User Permissions Needed

To mass transfer team members: “Use Team Reassignment Wizards”

If your organization uses account teams or opportunity teams, you can make changes to a team member on multiple records
at a time. Using Salesforce, you can add, remove, or replace a team member on any record that contains that team member.

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• Adding a Team Member to Multiple Records

• Removing a Team Member from Multiple Records
• Replacing a Team Member on Multiple Records

See Also:
Customizing Opportunity Teams

Adding a Team Member to Multiple Records

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

User Permissions Needed

To mass transfer team members: “Use Team Reassignment Wizards”

1. From Setup, click Data Management > Mass Reassign Account Teams or Data Management > Mass Reassign
Opportunity Teams.
If you don't see the Data Management link in Setup, click Mass Reassign Account Teams in the Tools section at the
bottom of the Accounts page, or click Mass Reassign Opportunity Teams from the Tools section at the bottom of the
Opportunities page.
2. Select the Add option and click Next.
3. Enter your criteria to find the records you want to change.
4. Click Next.
5. Check the boxes next to the records you want to change.
6. Click Next.
7. Choose a team member to add to the selected records and select a role for the new team member.

• For account teams, select the appropriate account, contact, case, and opportunity access.
• For opportunity teams, select the appropriate opportunity access and complete any custom fields that are displayed.
Custom fields appear only if they have been defined and added to the opportunity team page layout.

8. Click Add.
9. Click Done after reviewing the number of records changed.

See Also:
Customizing Opportunity Teams

Removing a Team Member from Multiple Records

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

User Permissions Needed

To mass transfer team members: “Use Team Reassignment Wizards”

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1. From Setup, click Data Management > Mass Reassign Account Teams or Mass Reassign Opportunity Teams.
If you don’t see the Data Management link on the Setup page, click Mass Reassign Account Teams from the Tools
section at the bottom of the Accounts page, or click Mass Reassign Opportunity Teams from the Tools section at the
bottom of the Opportunities page.
2. Select Remove and click Next.
3. Enter your criteria to find the records you want to change.
4. Click Next.
5. Select the checkboxes next to the records you want to change.
6. Click Next.
7. Select the existing team member you want to remove.

Note: If Opportunity Splits is enabled, and you remove a team member assigned to a split that must total 100%,
the removed member’s percentage transfers to the opportunity owner. You can’t remove the opportunity owner.

8. Select a role. The team member is removed only if he or she has this role. Or, select Any Role to remove the team member
regardless of role.
9. Select reassignment options to assign any activities, opportunities, cases, or contacts to the owner.
10. Click Remove.

See Also:
Customizing Opportunity Teams

Replacing a Team Member on Multiple Records

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

User Permissions Needed

To mass transfer team members: “Use Team Reassignment Wizards”

1. From Setup, click Data Management > Mass Reassign Account Teams or Mass Reassign Opportunity Teams.
If you don’t see the Data Management link on the Setup page, click Mass Reassign Account Teams from the Tools
section at the bottom of the Accounts page, or click Mass Reassign Opportunity Teams from the Tools section at the
bottom of the Opportunities page.
2. Select Replace and click Next.
3. Enter your criteria to find the records you want to change.
4. Click Next.
5. Select the checkboxes next to the records you want to change.
6. Click Next.
7. Select the current team member, and then select the replacement team member. To simply change the role of a team
member, select them as the replacement.

Note: If Opportunity Splits is enabled, the replacement team member inherits the former member’s splits. You
can’t replace the opportunity owner.

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8. Select the team member’s role. Select Use Role of Replaced Team Member if the new member will keep that role.
For account teams, select the appropriate account, contact, case, and opportunity access. For opportunity teams, select the
appropriate opportunity access and complete any custom fields that are displayed. Custom fields appear only if they have
been defined and added to the opportunity team page layout.
9. Select reassignment options for the new member as appropriate.
10. Click Replace.

See Also:
Customizing Opportunity Teams

Managing Currencies

Managing Multiple Currencies

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

User Permissions Needed

To view currencies: “View Setup and Configuration”
To change currencies: “Customize Application”

Your organization can set up the ability to use multiple currencies in opportunities, forecasts, quotes, reports, and other data.

1. Enable multiple currencies for your organization.

2. To designate your corporate currency, from Setup, click Company Profile > Manage Currencies, then click Change
Corporate.
3. To activate additional currencies for your organization, click New in the Active Currencies related list.
4. To use dated exchange rates, enable advanced currency management.
5. Set conversion rates for new currencies. See Editing Conversion Rates. If you have enabled advanced currency management,
see Editing Dated Exchange Rates on page 152.

Using Multiple Currencies

International organizations can use multiple currencies in opportunities, forecasts, reports, quotes, and other currency fields.
The administrator sets the “corporate currency,” which reflects the currency of the corporate headquarters. The administrator
also maintains the list of active currencies and their conversion rates relative to the corporate currency. The active currencies
represent the countries in which the organization does business. Only active currencies can be used in currency amount fields.
Every user also has a personal currency, which is used as the default currency in his or her own quotas, forecasts (depending
on which forecasting version you use), opportunities, quotes, and reports. Users can also create opportunities and enter amounts
using other active currencies.
Every lead, account, contact, opportunity, and case has a field that specifies the currency to use for all amount fields in that
record. For example, you can set the Account Currency to “USD-U.S. Dollars” so that the Annual Revenue shows in
dollars for one of your American accounts. All currency amounts are displayed in the default currency of the record.
Administrators can choose whether to also display, in parentheses, the user’s personal currency if it is different from the currency
of the record. When you change the default currency of a record, currency amounts are not converted; they simply display
with the new currency code.

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Note: If your organization uses advanced currency management, the opportunity close date determines which
conversion rate to use when displaying currency amounts.

Depending on the forecasting version you have, forecasts currency amounts are automatically converted to the user’s personal
currency; additionally, for managers, their team’s opportunities, forecasts, quotes, and other data is converted and rolled up to
the manager’s personal currency. The manager can also drill down to see the data in its native currency. All conversion and
roll-ups happen automatically.
Amounts in reports are shown in their original currencies, but can be displayed in any active currency. You can change the
currency used for report totals by selecting a currency from Show > Currencies. The default value for the drop-down is your
personal currency. For any amount, you can also choose to display the Converted column—for example, Annual Revenue
Converted—which will show amounts in the currency you select.
Custom formula fields are not tied to any particular currency. If the result of a formula field is a currency amount, it displays
in the currency of the associated record. This is also true for cross-object formulas that reference merge fields with different
currencies, and formulas in workflow rules and approval processes. However, note that workflow rules and approval processes
that use filters instead of formulas convert all currency values to the corporate currency.
You cannot disable multiple currencies for your organization if the currency fields are referenced in Apex. For example, if
Apex code references the Account Currency field (represented as CurrencyIsoCode in the code), multiple currencies
cannot be disabled.

See Also:
Administrator setup guide: Using Multiple Currencies
Enabling Multiple Currencies

Enabling Multiple Currencies

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

To enable multiple currencies in your organization:

1. Familiarize yourself with the implications of enabling multiple currencies.

2. Contact salesforce.com to request enablement. Be prepared to provide the following information:

• The organization ID (production or sandbox)

• The default currency stamp for current and future records (USD, EUR, GBP, etc.)
• Confirmation that you understand that multiple currencies can’t be disabled once enabled
• Confirmation that you are a system administrator authorized on behalf of your organization to request multi-currency
enablement and that you consent to the lockout of this organization for a certain period of time, depending on your
organization’s data usage volume

Note: For large organizations, multiple currencies might be enabled over the weekend to avoid performance
issues during the work week.

See Also:
Implications of Enabling Multiple Currencies
Managing Multiple Currencies
About Advanced Currency Management

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Implications of Enabling Multiple Currencies

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

Enabling multiple currencies introduces permanent changes in your organization. Before proceeding with enablement, be
aware of these implications to ensure a smooth transition for your organization.
• Once enabled, multiple currencies can’t be disabled for your organization.
• Work with your salesforce.com representative to determine the best time for multi-currency enablement. The enablement
process temporarily locks your organization, preventing any integration processing and user logins. The lockout duration
depends on the data space used by your organization. This table shows the lockout durations and recommended times for
enablement.

Used Data Space (excluding files) Estimated Organization Lockout Recommended Time for Enablement
Duration
Less than 100 MB Less than 2 minutes Anytime
100 MB to 10 GB Up to 1 hour After 5 p.m. (local time)
Over 10 GB Several hours After 5 p.m. on Friday (local time)

• Upon enablement, all existing records are stamped with a default currency code that you provide in your enablement request.
For example, if your organization contains records using USD and EUR, you need to switch them all to the same default
currency prior to enablement. Support for this type of conversion is also available as a salesforce.com paid implementation
service.
• Objects that support multiple currencies include Opportunities, Opportunity Products, Opportunity Product Schedules,
Campaign Opportunities, and reports related to these objects and fields. By default, page layouts for these objects have
multiple-currency compatible fields, which allow you to specify the currency for the record. Typically, these fields are
available only when creating a new record or editing an existing record. The selected currency is used for the primary
amount field.
• After enablement, the primary currency displays as usual and, optionally, a secondary currency amount appears in parentheses.
The primary currency is typically the default corporate currency, unless it’s overridden at the record level. The amount
shown in parentheses is the user’s personal default currency, calculated based on the conversion rate settings defined in
your organization. To control whether the converted currency amount appears, enable or disable parenthetical currency
conversion from the Manage Currencies page.
• In reports, the primary currency reflects either the default corporate currency or the currency selected for the record. The
secondary currency reflects the personal default currency of the user running the report, or the currency specified in the
report criteria.
• Users can specify a personal default currency on their personal information page. It displays as the secondary currency
amount (converted amount) if parenthetical currency conversion is enabled. Changing the personal default currency updates
the converted amount in real time.
• Once a currency is added to an organization’s list of supported currencies, it can’t be deleted from the administrator’s list
of currencies, even when it is deactivated. This is a cosmetic issue that doesn’t impact end users. A deactivated currency is
not visible to end users but remains visible to administrators. Salesforce.com recommends that you keep this in mind during
testing and use only those currencies that you eventually plan to use in your organization.
• After enablement, all currency fields display the ISO code of the currency before the amount. For example, $100 displays
as USD 100.
• By default, all converted amounts in your organization rely on the current conversion rates defined for your organization.
Conversion rates must be set and updated manually. Changing the exchange rate automatically updates converted amounts
on all records, including on closed opportunities.
You can opt to use dated exchange rates by using advanced currency management to track historical exchange rates. When
enabled, advanced currency management allows maintaining a list of exchange rates by date range, and converted currency

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amounts on opportunities display based on the specified Close Date, regardless of the opportunity stage. Changing the
Close Date impacts converted amounts if it changes to a different exchange rate period.
Note: Dated exchange rates are not used in forecasting, currency fields in other objects, or currency fields in other
types of reports.

See Also:
Administrator setup guide: Using Multiple Currencies
Enabling Multiple Currencies
Managing Multiple Currencies
About Advanced Currency Management

Activating and Deactivating Currencies

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

User Permissions Needed

To view currencies: “View Setup and Configuration”
To change currencies: “Customize Application”

Organizations that have enabled multiple currencies must specify which currencies are supported.

• Active currencies—These represent countries in which your organization does business. Only active currencies can be
entered in opportunities, forecasts, and other items. Once you activate a currency, you can never permanently delete it.
• Inactive currencies—These are currencies that your organization no longer uses. You may have existing records that use
inactive currencies, but you cannot enter new amounts in inactive currencies.

To activate new currencies:

1. From Setup, click Company Profile > Manage Currencies.

2. Click New in the Active Currencies related list.
3. Select a currency. Currencies are alphabetized using their ISO currency code.
4. Enter the conversion rate relative to your corporate currency.
5. Specify the number of decimal places to show for amounts in this currency.
6. Click Save.

To activate a currency from the list of inactive currencies, click Activate next to the currency.
To deactivate a currency, click Deactivate next to the currency. Deactivating a currency does not alter amounts in items that
use that currency. However, you can no longer enter new amounts using the inactive currency.

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Note: Deactivating a currency that is set as a user’s personal currency automatically resets the user’s currency to the
corporate currency.

See Also:
Managing Multiple Currencies
Editing Conversion Rates
About Advanced Currency Management
Administrator setup guide: Using Multiple Currencies

About Advanced Currency Management

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

User Permissions Needed

To enable advanced currency management: “Customize Application”
To view currencies: “View Setup and Configuration”
To change currencies: “Customize Application”

Advanced currency management allows you to manage dated exchange rates within opportunities using Salesforce. Dated
exchange rates allow you to map a conversion rate to a specific date range. For example, the exchange rate on January 1 was
1 USD to 1.39 AUD, but on February 1, it changed to 1 USD to 1.42 AUD. Your opportunities that closed between January
1 and February 1 use the first exchange rate (1 = 1.39), while opportunities that closed after February 1 used the second
exchange rate (1 = 1.42).
Dated exchange rates are defined using a start date and a conversion rate. Each rate is in effect until either the end of time or
the day before the next start date for that currency. The time between on start date and the next start date is called the exchange
rate date range. These ranges can be as small as a day and as large as all of time.
To enable or disable advanced currency management, see Enabling or Disabling Advanced Currency Management on page
151.
When advanced currency management is first enabled, your existing exchange rates automatically become the first set of dated
exchange rates. These rates will be valid for all time, until you define another set of exchange rates. For more information, see
Editing Dated Exchange Rates on page 152.
If you disable advanced currency management, all currency conversions will use the static conversion rate. See Editing Conversion
Rates on page 152.

Advanced Currency Management Considerations

• Dated exchange rates are used for opportunities, opportunity products, opportunity product schedules, campaign opportunity
fields, opportunity splits, and reports related to these objects and fields. Dated exchange rates are not used in forecasting,
currency fields in other objects, or currency fields in other types of reports.
• Organizations with advanced currency management support roll-up summary fields between two advanced currency
management objects. For example, roll-up summary fields are supported from an opportunity line object to its opportunity
object, because both are advanced currency management enabled. However, if you enable advanced currency management,
you can’t create roll-up summary fields that calculate currency on the opportunity object rolling up to the account object,
and you can’t filter on the opportunity currency field on the account object. All existing currency-related roll-up summary

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fields on the opportunity object are disabled and their values are no longer calculated. If your organization enables advanced
currency management, you should delete any currency roll-up summary fields using opportunities and accounts or
opportunities and custom objects.
• Campaign opportunity fields use dated exchange rates when calculating the amount in the campaign currency, but are not
used when converting those amounts to the user currency.
• Cross-object formulas always use the static conversion rate for currency conversion.
• If advanced currency management is enabled, you can't bind Visualforce pages that use <apex:inputField> or
<apex:outputField> components to currency fields that support advanced currency management.

See Also:
Managing Multiple Currencies
Activating and Deactivating Currencies
Administrator setup guide: Using Multiple Currencies

Enabling or Disabling Advanced Currency Management

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

User Permissions Needed

To enable advanced currency management: “Customize Application”

To enable advanced currency management:

1. Enable multiple currencies for your organization. For more information, see Managing Multiple Currencies on page 146.
2. From Setup, click Company Profile > Manage Currencies.
3. Click Enable.
4. When prompted, select Yes, I want to enable Advanced Currency Management and click Enable.

When advanced currency management is first enabled, your existing exchange rates automatically become the first set of dated
exchange rates. These rates will be valid for all time, until you define another set of exchange rates.
To disable advanced currency management:

1. From Setup, click Company Profile > Manage Currencies.

2. Click Disable.
3. When prompted, select Yes, I want to disable Advanced Currency Management and click Disable.

If you disable advanced currency management, all currency conversions will use the static conversion rate. See Editing Conversion
Rates on page 152.
When advanced currency management is enabled, Visualforce <apex:inputField> and <apex:outputField> components
cannot display currency fields.

See Also:
About Advanced Currency Management

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Set Up and Maintain Sales Tools Managing Currencies

Editing Conversion Rates

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

User Permissions Needed

To view currencies: “View Setup and Configuration”
To change currencies: “Customize Application”

You can manage exchange rates between your active and inactive currencies and the corporate currency by editing the conversion
rates. These are static exchange rates that apply to all currency fields used in your organization. In addition to these conversion
rates, your organization may also use dated exchange rates for opportunities and opportunity products.
To edit your organization's static conversion rates:

1. From Setup, click Company Profile > Manage Currencies.

2. If advanced currency management is enabled, click Manage Currencies.
3. Click Edit Rates in the Active Currencies or Inactive Currencies lists.
4. Enter the conversion rate between each currency and your corporate currency.
5. Click Save.

When you change the conversion rates, currency amounts are updated using the new rates. Previous conversion rates are not
stored. All conversions within opportunities, forecasts, and other amounts use the current conversion rate.
If your organization uses advanced currency management, you can also manage dated exchange rates for currency fields on
opportunities and opportunity products.

Note:

• You cannot track revenue gain or loss based on currency fluctuations.

• Changing conversion rates causes a mass recalculation of roll-up summary fields, which may take up to 30 minutes,
depending on the number of records affected and other factors.

See Also:
Managing Multiple Currencies
Activating and Deactivating Currencies
Administrator setup guide: Using Multiple Currencies

Editing Dated Exchange Rates

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

User Permissions Needed

To view currencies: “View Setup and Configuration”
To change currencies: “Customize Application”

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To add new dated exchange rates:

1. From Setup, click Company Profile > Manage Currencies.

2. Click Manage Dated Exchange Rates.
3. Click New Exchange Rates.
4. Enter the date that the exchange rates go into effect.
5. Enter the exchange rates.

Note: The exchange rates will default to the current exchange rate. If you do not want to set a new exchange rate
for a currency, delete the exchange rate (leave the field blank).

6. Click Save to save the new dated exchange rates.

To view existing dated exchange rates:

1. From Setup, click Company Profile > Manage Currencies.

2. Click Manage Dated Exchange Rates.
3. Select the date range you want to view either by entering the date and clicking Go!, or by selecting Previous Range or
Next Range.

To delete a dated exchange rate for a particular currency:

1. From Setup, click Company Profile > Manage Currencies.

2. Click Manage Dated Exchange Rates.
3. Click the name of the currency you want to edit.
4. Click Del for the date range you want to delete.
If the date range you want is not displayed, enter it in the Show all rates with start dates between fields and
click Go!.

To edit your dated exchange rates for a particular currency:

1. From Setup, click Company Profile > Manage Currencies.

2. Click Manage Dated Exchange Rates.
3. Click the name of the currency you want to edit.
4. Click Edit for the date range you want to edit. If the date range you want is not displayed, enter it in the Show all
rates with start dates between fields and click Go!.
5. Edit the exchange rate, setting it to the new value for the date range, and click Save.

See Also:
About Advanced Currency Management
Managing Multiple Currencies
Activating and Deactivating Currencies
Administrator setup guide: Using Multiple Currencies

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Set Up and Maintain Sales Tools Customizing Options for Quotes

Customizing Options for Quotes

Enabling Quotes
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed

To enable or disable Quotes: “Customize Application”

To enable Quotes for your organization:

1. From Setup, click Customize > Quotes > Settings.

2. Select Enable Quotes.
3. Click Save.
4. Select Opportunity Layout to display the Quotes related list on the standard opportunity page layout.
5. Optionally, select Append to users' personal related list customization to add the Quotes related list
to all opportunity page layouts users have customized.
6. Click Save to finish.

Disabling Quotes
Select Disable Quotes to disable the feature for your organization.

Important: You can't disable quotes if your records have any references to quotes, quote line items, or quote PDFs
from any application customizations, including formula fields, triggers, workflow rules, and approval processes. You
must remove these references before you can disable quotes. You can't disable quotes if you have any quotes synced
with an opportunity. You must first stop syncing all quotes before you can disable the feature.

Quote Templates Overview

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

User Permissions Needed

To create quote templates: "Customize Application"
To view quote templates: "View Setup and Configuration"

Watch a Demo: Using Quote Templates (2 minutes)

Use quote templates to design, preview, and activate custom templates for the quotes you send to your customers.

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Choose standard and custom fields from Quote and quote-related objects, such as Account and Opportunity, and arrange the
data in groups or tables. You can also add and format rich-text content such as signature blocks and terms and conditions,
display your company logo or other images, and create repeating headers and footers.
Users select quote templates from their quote records, generate quote PDFs, and email them to their customers.
The quote templates feature looks and works a lot like the enhanced page layout editor, so if you're familiar with editing page
layouts, you'll find the template editor just as easy to use.

Important:

• If you used quote templates during the Summer '10 beta release, you'll notice a change in how template logos and
signature blocks work. The first time you create a template in the Winter '11 release, if you add any content to
the header or footer, the logo and signature block you previously used won't be displayed. If the new template's
header and footer have no content, the original logo and signature block will appear.
• If you create a Developer or Developer Pro sandbox for your organization, templates that contain Text/Image
fields cannot be opened for editing within the sandbox.

Creating Quote Templates

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

User Permissions Needed

To create quote templates: "Customize Application"
To view quote templates: "View Setup and Configuration"

1. From Setup, click Customize > Quotes > Templates.

2. Click New and select an existing template, such as Standard Template, on which to base your new template.
3. Give your new template a name.
4. On the template editor, drag the elements you want, and then fill in the details. If you want to add:

• One or more Quote fields or fields from related objects, use a section and add fields to it.
• Text that you can edit and format, such as terms and conditions, use Text/Image Field.
• An image, such as your company logo, use Text/Image Field.
• A table of Quote fields or fields from a different object, such as Quote Line Item, use a list.

5. Click Quick Save to save your changes and continue working on the template.
6. Click Save and Preview to preview your template.
7. Click Save when you're finished.
8. Return to the Quote Templates page and click Activate.

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Tip: If you use Chatter, post an update to spread the word that the template is ready for use.

See Also:
Quote Templates Overview
Viewing and Editing Quote Templates
Previewing Quote Templates

Customizing Quote PDFs with Quote Templates

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

User Permissions Needed

To create quote templates: "Customize Application"
To view quote templates: "View Setup and Configuration"

Use quote templates to design, preview, and activate custom templates for the quotes you send to your customers.
Navigating the Quote Templates Editor
The template editor has two parts: a palette at the top and a template layout below.
The palette contains the elements you can add to the layout, including list and section, and fields that you can add to
sections.

• Click beneath the palette to expand or collapse it.

• In the left column, select an object to display its fields on the palette.
• Use Quick Find to easily locate items on the palette.

Working with the Quote Templates Editor

• To add an element to the template, drag it from the palette to the layout. Use a section to add and arrange fields
from the quote object. Use a list to create a table with fields from another object, such as quote line item. The
Text/Image Field lets you enter text or upload an image, such as your company logo.
• Press CTRL+click to select multiple fields and SHIFT+click to select a range.
• To remove an element from the layout, drag it back to the palette, or hover over its title bar and click .
• When you drag a section, select Hide Title if you don't want the section's title to appear on the template or the
PDF.
• For any section, (including a header or footer), you can change the number of columns, adjust field alignment, and
hide or show field labels. Click and make the changes you want.
• To step backward or forward, click Undo and Redo.
• To change the properties of any component on the layout, double-click its title bar or click .
• To rename the template, click Quote Template Properties.
• To preview your template, click Save and Preview.
• To save your changes and continue editing the template, click Quick Save.

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• To save your changes when you're finished editing the template, click Save. Don't navigate away from the template
before clicking Save or you'll lose your changes.

See Also:
Quote Templates Overview
Creating Quote Templates

Viewing and Editing Quote Templates

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

User Permissions Needed

To create quote templates: "Customize Application"
To view quote templates: "View Setup and Configuration"

1. From Setup, click Customize > Quotes > Templates.

2. Click Edit next to the template you want.
3. If you need to edit the template name, click Quote Template Properties and enter the new name in the Template Name
field. Click OK.

Note: You can't rename a quote template if you're using Salesforce Professional Edition.

4. You can:

• Add or edit sections (for fields), text, images, and lists as needed.
• Redesign the template header or footer.
• Change, hide, or show the title of a section, list, header, or footer after it's in place by clicking . Edit the title and
select or deselect Hide Title.
• Hide field labels in sections and the header and footer.
• Change the number of columns (one or two) in sections.
• Change field alignment (left or right) in sections.

5. Click Save when you're finished.

Alternately, you can save your changes in a copy of the original template by clicking Save As.

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Note: The Save As option isn't available in Salesforce Professional Edition. To make a copy of a template in
Professional Edition, click New on the Quote Templates page then select the existing template that you want to
duplicate.

See Also:
Adding Fields to Quote Templates
Adding Rich Text to Quote Templates
Using Headers and Footers on Quote Templates

Adding Fields to Quote Templates

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

User Permissions Needed

To create quote templates: "Customize Application"
To view quote templates: "View Setup and Configuration"

On your quote template, you can display standard and custom fields from the quote object and these related objects: account,
contact, opportunity, organization, and user. Use a Text/Image Field to display a graphic, such as your company logo, or
text that can be formatted, such as a signature block. To add fields to a header or footer, just drag them into place. To add
fields to the body of your template, drag a section component first.

Note:
In some cases, a field may not appear on the quote templates palette or on a PDF created from a template.

• If a user is unable to view or update a field because of field-level security settings, that field won't appear on PDFs
created from a template, even if the template includes that field. Read-only fields will appear on PDFs.
• A field that appears on a quote page layout but does not have a value for a given quote will appear on the quote
templates palette, but won't appear on PDFs created from that quote.
• Quote line item fields that don't contain data won't appear as columns in a list when a PDF is created, even if the
template includes that field. For example, if no quote line items offer a discount, the Discount column won't
appear, even if the list includes the Discount field.
• If a related list is not included on a quote page layout, it won't appear on the template palette or any PDFs for
quotes that use that page layout.

Adding Fields to Headers and Footers

1. If you need to change the number of columns in your header or footer, click and select the number (one or two)
that you want.
2. Drag the fields you want into the header or footer. Press CTRL+click to select multiple fields and SHIFT+click to
select a range.
3. If you want to add rich text or an image, drag the Text/Image Field .
4. If you need to change field alignment within a column, click and select left or right alignment.
5. If you want to hide field labels, click and select the Hide checkbox.
6. Use the Blank Space field to add vertical space anywhere on the template.

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Adding Fields to the Template Body

1. Drag a section component from the palette to the template.
2. Enter a title for the section. Select Hide Title if you don't want the title to appear on the template or PDF. Click
OK.
3. Select an object from the palette to display its fields.
4. Drag the fields you want into the section. Press CTRL+click to select multiple fields and SHIFT+click to select a
range.
5. If you want to add rich text or an image, drag the Text/Image Field.
6. If you need to change field alignment within a column, click and select left or right alignment.
7. If you want to hide field labels, click and select the Hide checkbox.
8. Use the Blank Space field to add vertical space anywhere on the template.

See Also:
Customizing Quote PDFs with Quote Templates
Viewing and Editing Quote Templates
Using Headers and Footers on Quote Templates

Adding Lists to Quote Templates

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

User Permissions Needed

To create quote templates: "Customize Application"
To view quote templates: "View Setup and Configuration"

Use lists in your quote template to arrange and display fields from quote line item or any other standard or custom object that
has a lookup relationship to the quote object. A list looks like a table, with field names appearing as columns. You can add
lists to the body of your quote template but not to the header or footer.

Note:
In some cases, a field may not appear on the quote templates palette or on a PDF created from a template.

1. Drag a list from the palette to the template.

2. Enter a title for the list. Select Hide Title if you don't want the title to appear on the template or PDF.

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3. In the Object field, select the object whose fields you want to appear in the list.
4. Use the Add and Remove arrows to move columns from the Available Fields list to the Selected Fields list. Use the Up
and Down arrows to change the order of the columns. A list can include up to 10 fields.
5. Click OK.

See Also:
Quote Templates Overview
Viewing and Editing Quote Templates

Adding Rich Text to Quote Templates

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

User Permissions Needed

To create quote templates: "Customize Application"
To view quote templates: "View Setup and Configuration"

Use the quote templates text/image field to add text you can format, such as your organization's address or terms and conditions.
You can also insert images, like your company logo. You can use text/image fields in the body of your template, and also in
the header and footer.
Rich Text Restrictions
Text formatting is not available in the Text/Image Field for Unicode languages such as Arabic and Japanese.
The maximum number of characters you can use in the quote templates Text/Image Field is 32,000, which includes
the hidden HTML characters used to format text.

1. Drag a Text/Image Field into place in the header, the footer, or any section in the body.
2. Type or paste your text into the field, then format it however you like.
3. Click OK.

Tip: Use a text/image field to create a signature block.

Adding Images to Quote Templates

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

User Permissions Needed

To create quote templates: "Customize Application"
To view quote templates: "View Setup and Configuration"

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Use the quote templates text/image field to insert images, like your company logo. You can use text/image fields in the body
of your template, and also in the header and footer.
You can store images for uploading in either your own file system or in Salesforce CRM Content.
If you store images on the Documents tab or the Static Resources page, you'll get a Web address you can use to insert the
image.

Note: If you need to insert an image from a public Web address outside the Salesforce application (such as your
company's website), contact Salesforce and ask to have the public URL whitelisted for your organization.

Image Size Considerations

If you insert an image that's too large, it will be cropped when users create quote PDFs from the template. To prevent
cropping, click Save and Preview after you insert an image, then resize the image if you need to.

Inserting an Uploaded Image

1. If you want to use an image stored in Salesforce CRM Content, locate the image and download it to your local file
directory.
2. Drag a Text/Image Field into place in the header, the footer, or any section in the body.
3. Select Hide Title if you don't want the title to appear on the template or PDF.
4. Click the image icon, then click Browse... and locate the image in your file directory.
5. Click Open and the image appears in the field. You can resize it by dragging the sizing handles, which show the
image's height and width in pixels.
6. Click OK.
7. Click Save and Preview to see how the image will look in PDFs created from the template.

Inserting an Image from a Salesforce Web Address

1. If you need to, upload the image to the Documents tab or define a static resource.
2. Drag a Text/Image Field into place in the header, the footer, or any section in the body.
3. Select Hide Title if you don't want the title to appear on the template or PDF. Click OK.
4. On the Documents tab or the Static Resources page, open the image's detail page, click View File, and copy its URL.
5. Return to the quote template editor and click in the title bar of the text/image field.
6. Click the image icon, then click the Web Address tab.
7. Paste the URL into the URL field, then click Insert. The image appears in the field. You can resize it by dragging
the sizing handles, which show the image's height and width in pixels.
8. Click OK.
9. Click Save and Preview to see how the image will look in PDFs created from the template.

Important: If the image is removed from the Documents tab or Static Resources page, where it is stored, the
template displays a message that the image is not available. Restore the image, then open the template, delete
the error message image, and repaste the URL.

See Also:
Customizing Quote PDFs with Quote Templates
Viewing and Editing Quote Templates
Using Headers and Footers on Quote Templates

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Using Headers and Footers on Quote Templates

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

User Permissions Needed

To create quote templates: "Customize Application"
To view quote templates: "View Setup and Configuration"

Use headers and footers to show standard, repeating information on your quote template, such as your company logo, your
company address, the date the quote was created, or the quote number. Headers and footers can span the width of the template
or be divided into two equal columns.
A header or footer is essentially a section: you can add fields to it and show or hide its title. You can't remove a header or
footer or add more sections to it.

Note:
In some cases, a field may not appear on the quote templates palette or on a PDF created from a template.

1. If you need to change the number of columns in your header or footer, click and select the number (one or two) that
you want.

Tip: To display an image that spans the width of a page, use a one-column header or footer. For terms and
conditions text, use a one-column footer.

2. Select an object and drag the fields you want into the header or footer. Press CTRL+click to select multiple fields and
SHIFT+click to select a range.
If you want to use an image, such as your company logo, or include extended information, such as terms and conditions,
use a Text/Image Field.
3. If you need to change field alignment within a column, click and select left or right alignment.
4. If you want to hide field labels, click and select the Hide checkbox.
5. Select Hide Title if you don't want the title to appear on the template or PDF.

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6. Click OK.

See Also:
Quote Templates Overview
Customizing Quote PDFs with Quote Templates
Viewing and Editing Quote Templates

Previewing Quote Templates

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

User Permissions Needed

To create quote templates: "Customize Application"
To view quote templates: "View Setup and Configuration"

Preview your quote templates to make sure the quote PDFs users create will look the way you want them to.

Note: Preview shows templates in system administrator profile view. The preview and the template show any rich
text and images you've added. Other data is simulated.
Text fields displayed in a related list in a quote PDF are truncated to less than 256 characters. This limitation occurs
on rich text area fields, other types of text fields, standard fields, and custom fields.

1. Open the template you want to preview. Edit the template if you need to.
2. Click Save and Preview.

Important: Save and Preview saves changes to your template, so after you preview, you can't undo them.

3. In the Template Preview overlay, verify that the content and layout are correct.
4. Click Close.

Tips for Using Quote Templates

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

User Permissions Needed

To create quote templates: "Customize Application"
To view quote templates: "View Setup and Configuration"

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Upgrading Quote Templates from the Summer '10 Beta Release

If you used quote templates during the Summer '10 beta release, you'll notice a change in how template logos and
signature blocks work. The first time you create a template in the Winter '11 release, if you add any content to the header
or footer, the logo and signature block you previously used won't be displayed. If the new template's header and footer
have no content, the original logo and signature block will appear.

Understanding Template Field Names

To help you understand the information you'll get when you select fields for your template, some field names provide
additional information that does not appear on PDFs created from the template.

Object Object Field Template Field Name PDF Field Name

User First Name, Last Name Prepared By (Name) Prepared By

User Email Prepared By (Email) E-mail

User Phone Prepared By (Phone) Phone

User Fax Prepared By (Fax) Fax

Company Information Address Organization Company Address

(Address)

Quote Documents Hidden. The date the PDF Quote PDF (Created Created Date
was generated and saved in Date)
the quote documents object.

Creating a Totals Section

Use a totals section to show grand total amounts for your quote.
1. Create the section. You have a couple of options.

• Select Standard Template when you create a new template. The standard template contains a totals section,
and you can modify it as you wish.
• Drag a section onto the layout of any template, then drag total-related fields (such as Subtotal and Grand
Total) to the right half of the section. Hide the title if you are placing the section directly beneath a list.

2. Click and select right field alignment.

Note: Fields within sections have different alignment than columns within lists, so if you place your totals
section beneath a list, its field values will not line up beneath the rightmost list values.
For example, your template might include a list of quote line items, including a Total Price column at the
far right that shows the total for each line item. If you add a totals section beneath the list, and include Subtotal,
Total Price, and Grand Total fields, their values will show the total of all line items, but the amounts
will not line up beneath the list's Total Price column.

Creating a Signature Block

Use a signature block to create signature and date lines so your customers can sign off on their quotes.
1. Drag a Text/Image Field into the footer of your template. Use two columns for the footer if you want to right-align
your signature block or create two.
2. Enter a label for each line you want to create. For example:

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• Signature
• Name
• Title
• Date

3. Use the underscore key to create a line after each label.

4. Click OK.

Hiding Field Labels

You can show field content without labels in quote template sections, headers, and footers. Just click and select the
Hide checkbox. Field names appear in gray on the quote template editor, but they don't appear on quote PDFs. Click
Save and Preview to see how PDFs will look.

Sandbox Restrictions for Quote Templates

If you create a Developer or Developer Pro sandbox for your organization, templates that contain Text/Image fields
cannot be opened for editing within the sandbox.

Activating Sales Contracts

Activating Contracts
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed

To activate contracts: “Activate Contracts”
AND
“Read” and “Edit” on contracts

Administrators and users with the “Activate Contracts” permission can activate contracts. To edit an activated contract, a user
must have the “Activate Contracts” permission.
Activating a contract changes the contract status to Activated and makes the contract read only. Activated contracts cannot
be changed and only users with the “Delete Activated Contracts” permission can delete a contract with Activated status. To
activate a contract:

1. Select the contract you want to activate.

2. Click Activate. The status of an activated contract is “Activated.”

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Configuring Collaborative Forecasts

Setting Up Forecasts
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

Important:
• This information applies to Collaborative Forecasts and not to Customizable Forecasts or Forecasts (Classic).
• For Forecasts features to function correctly, don’t disable the new user interface theme for your organization.
Additionally, Territory Management and custom fiscal years must not be enabled.
• For best viewing results, keep the Tab Bar Organizer enabled when using Forecasts.

If your organization is migrating to Collaborative Forecasts, see Planning Your Migration from Customizable Forecasting to
Collaborative Forecasts. To set up the forecasts feature, you need to:
• Enable users who need to use forecasts.
• Set up your forecasts hierarchy to determine how forecasts roll up within your organization and who can view and adjust
them. To do this, from Setup, click Customize > Forecasts > Forecast Hierarchy. Your organization’s role hierarchy
provides the starting point for the forecast hierarchy, so you should set it up first.
• Enable quotas to make this functionality available in your organization.
• Enable forecasts adjustments for your organization and for specific user profiles to make this functionality available in your
organization.
• Define your forecast range. You can select the period and default range for your organization.
• Enable the data source you want to use.
• Customize your forecast categories if your organization uses specific terminology.
• Select the fields that appear in the opportunity pane
• Set a forecast currency if your organization uses multiple currencies. You can select either your organization's corporate
currency or the forecast owner's personal currency.
• Make sure the Forecasts tab is visible to forecasting users.

See Also:
Defining Forecasts Settings
Disabling Forecasts Functionality

Defining Forecasts Settings

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

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User Permissions Needed

To enable Forecasts users: “Manage Users”
AND
“Customize Application”

To manage quotas: “Customize Application”

AND
“Manage Quotas”

To upload quota data to Salesforce: “Manage Quotas”

AND
“View All Forecasts”

If you're an existing organization using Forecasts (Classic) or Customizable Forecasts and want to use Collaborative Forecasts,
contact your salesforce.com representative.
Additionally, salesforce.com recommends that you review the documentation prior to setting up Forecasts. If you later change
certain settings, you can lose some data.
For a more detailed step-by-step explanation of setting up Forecasts and why you’d want to enable certain functionality, see
the Forecasts Administrator's Workbook.

1. From Setup, click Customize > Forecasts > Settings. If forecasts is not already enabled, select Enable Forecasts.
2. Select the data source that you want to use. Depending on the data source, you can forecast on quantity, revenue, or both.
3. Under Forecast Range, Select a Forecast Period, either monthly or quarterly.*
4. Under Forecast Range, use the drop-down lists to select a beginning period and the number of periods you want to display.
5. If you need to, customize your Forecast Categories.
6. Select the fields that appear in the opportunity pane of a forecast page.
7. Optionally, enable quotas for your organization.
8. Optionally, enable forecasts adjustments for your organization and for specific users.*
9. If your organization uses multiple currencies, select the currency in which your users will forecast.
10. Click Save.

Now you can enable users who need to use forecasts and set up your forecasts hierarchy to determine how forecasts roll up
within your organization, and who can view and adjust them.
* You can return to the Forecasts Settings page to make changes. However, making changes can affect your data.
• If you disable adjustments, adjustment data is purged.
• If you change your forecast period, both quota and adjustment data is purged.
• If you change your data source settings, both quota and adjustment data is purged.

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• If you disable either revenue or quantity forecasts, both quota and adjustment data is purged.

See Also:
Setting Up Forecasts
Disabling Forecasts Functionality

Enabling Users for Forecasts

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

User Permissions Needed

To enable Forecasts users: “Manage Users”
AND
“Customize Application”

Note: This information applies to Collaborative Forecasts and not to Customizable Forecasts or Forecasts (Classic).

1. From Setup, click Manage Users > Users.

2. For each user you want to enable, click Edit.
3. Under General Information, select Allow Forecasting.
4. Click Save.

Enabled users are available in the forecasts hierarchy.

You can also enable additional users or disable users you've already enabled when you configure your forecast hierarchy.

See Also:
Enable Partner Portal Users to Add Forecasts Opportunities
Setting Up Forecasts

Enable Partner Portal Users to Add Forecasts Opportunities

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

User Permissions Needed

To enable Forecasts users: “Manage Users”
AND
“Customize Application”

To assign partner profiles to partner portals: “Customize Application”

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Note: This information applies to Collaborative Forecasts and not to Customizable Forecasts or Forecasts (Classic).

Before beginning, make sure that you’ve:

• Enabled partner portals for your organization and created a partner portal.
• Created a partner profile and assigned it to your partner portal.
• Enabled an account as a partner and enabled partner portal login for a contact of that account.
If your organization works with partners, you can include the figures from partner user opportunities in users’ forecasts. Follow
these steps to add partner portal users to the forecast hierarchy.

1. From Setup, click Manage Users > Users and select the partner portal contact you created.
2. Make sure that the Active and Allow Forecasting checkboxes are selected.
3. Enable the partner portal user in the forecast hierarchy and make sure the person is assigned to an active forecast manager.

Opportunities that a partner portal user creates can roll up to the forecast of the account owner; note that the account owner
must be the person’s forecast manager in the forecast hierarchy for the opportunities to roll up into the forecast. For example,
say Gordon Johnson:
• Owns a partner account called Acme
• Has an Acme contact named Anne Smith
• Anne is a partner portal user
• Anne reports to Gordon in the forecasts hierarchy
If Anne adds opportunities in her portal, Gordon sees those opportunities in his forecast; because Gordon is Anne’s forecast
manager, Gordon can adjust forecast amounts based on her opportunities and see how she’s tracking against her quota.
However, it’s important to note that partner portal users don’t have access to the Forecasts tab or any of its functionality.

See Also:
Setting Up Forecasts

Setting Up Your Forecast Hierarchy

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

User Permissions Needed

To enable Forecasts users: “Manage Users”
AND
“Customize Application”

Note: This information applies to Collaborative Forecasts and not to Customizable Forecasts or Forecasts (Classic).

When you assign a user as a forecast manager, all forecasts and adjustments from the manager's subordinates in the hierarchy
roll up into his or her forecasts. It's important to always assign a forecast manager to the top level of the forecast hierarchy.

1. From Setup, click Customize > Forecasts > Forecast Hierarchy. Click Expand All to see the roles available in your
organization.

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2. Click Enable Users and click Add and Remove to move users between the Available Users list and the Enabled Users list.
If you previously enabled a user from Setup by clicking Manage Users > Users and editing a user page to allow forecasting,
the name already appears in the Enabled Users list.
3. If you need to select a forecast manager for each manager role in the hierarchy, click Edit Manager next to the role, then
select a name from the Forecast Manager drop-down list.
4. Click Save.

Note: Be sure each sales manager with subordinates is designated as a forecast manager in your forecast hierarchy.
This ensures that the forecast visibility rolls up to every level of the hierarchy.

If your organization needs to adjust forecasts, enable adjustments next.

See Also:
Enabling Forecasts Adjustments
Enabling Users for Forecasts

Enable Quotas in Forecasts

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

User Permissions Needed

To enable Forecasts users: “Manage Users”
AND
“Customize Application”

To manage quotas: “Customize Application”

AND
“Manage Quotas”

To upload quota data to Salesforce: “Manage Quotas”

AND
“View All Forecasts”

Note: This information applies to Collaborative Forecasts and not to Customizable Forecasts or Forecasts (Classic).

A quota is the sales goal assigned to a user on a monthly or quarterly basis. A manager’s quota equals the amount the manager
and team are expected to generate together. The roll up is done manually by users and managers, and either revenue or quantity
data can be used. Follow these steps to enable quotas for Forecasts in your organization.

1. From Setup, click Customize > Forecasts > Settings.

2. Under Quotas, select Show Quotas.
3. Click Save.

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Note: If you disable Forecasts, quotas are also disabled. Additionally, when you change your data source or disable
revenue or quantity forecasts, related quotas are purged.

See Also:
Setting Up Forecasts

Load Quota Data for Forecasts

Load quota data for forecasts with the Data Loader or the API.

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

User Permissions Needed

To enable Forecasts users: “Manage Users”
AND
“Customize Application”

To manage quotas: “Customize Application”

AND
“Manage Quotas”

To upload quota data to Salesforce: “Manage Quotas”

AND
“View All Forecasts”

Note: This information applies to Collaborative Forecasts and not to Customizable Forecasts or Forecasts (Classic).

When uploading quota information, be sure to use the correct API version, depending on the type of quota data you are
working with.

When importing... Use API version...

Revenue quotas for opportunity-based forecasts 25.0 or later
Quantity quotas for opportunity-based forecasts 28.0 or later
Revenue or quantity quotas for opportunity splits-based 29.0 or later
forecasts
Revenue or quantity quotas for product family-based forecasts 29.0 or later

Consider using the Data Loader to upload quota data. For example, you might have a .csv file with column names such as
User ID, Quota Amount, Quota Quantity, Currency Code, and Month [YYYY-MM-DD].

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User ID Quota Amount Quota Quantity Currency Code Month

00599000000Hofh 250000 500 USD 2012–03–01
00599000000Hofh 250000 500 USD 2012–04–01
00599000000Hofh 250000 500 USD 2012–05–01
00599000000Hofh 250000 500 USD 2012–06–01
00599000000Hofh 250000 500 USD 2012–07–01
00599000000Hofh 250000 500 USD 2012–08–01

Note: If you want to add both revenue amount and quantity quotas, upload them in separate Data Loader operations.
These two data types can’t be uploaded simultaneously.

If your forecast Data Source is product families, include a column for Product Family as well.

User ID Product Family Quota Amount Quota Quantity Currency Code Month
00599000000Hofh Hardware 250000 500 USD 2012–03–01
00599000000Hofh Software 150000 300 USD 2012–03–01
00599000000Hofh Services 50000 100 USD 2012–03–01
00599000000Hofh Hardware 250000 500 USD 2012–04–01
00599000000Hofh Software 150000 300 USD 2012–04–01
00599000000Hofh Services 50000 100 USD 2012–04–01

Map these columns to fields in the ForecastingQuota object as shown in the table and use the Data Loader to upload your
quota information to Salesforce.

Column headers in CSV file ForecastingQuota fields

User ID QuotaOwnerID

Quota Amount QuotaAmount

Quota Quantity QuotaQuantity

Currency Code CurrencyIsoCode

Month StartDate

Product Family (needed only when the forecast data source is ProductFamily
Product Families.)

See Data Loader Overview for more details about Data Loader.
As a best practice, load quota data in the quota owner’s personal currency. Note that you can still upload quota data using the
API even if Show Quotas is disabled. If your Data Loader time zone setting is ahead of quota owners’ time zones, the month
can be off by one. To avoid this problem, use a date greater than or equal to the third day of each month when inserting quotas.

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Enabling Forecasts Adjustments

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

User Permissions Needed

To enable Forecasts users: “Manage Users”
AND
“Customize Application”

Note: This information applies to Collaborative Forecasts and not to Customizable Forecasts or Forecasts (Classic).

Before enabling adjustments, make sure you've set up your forecast hierarchy.

1. From Setup, click Customize > Forecasts > Settings.

2. Under Adjustments, select Enable Adjustments.
3. Click Save.
4. From Setup, click Manage Users > Profiles.
5. Find a profile for which you want adjustments enabled.
6. If you’re using the enhanced profile user interface, click App Permissions and click Edit.
7. Select Override Forecasts and click Save.

See Also:
Setting Up Forecasts
Defining Your Organization's Forecast Date Range

Disabling Forecasts Adjustments

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

User Permissions Needed

To enable Forecasts users: “Manage Users”
AND
“Customize Application”

Note: This information applies to Collaborative Forecasts and not to Customizable Forecasts or Forecasts (Classic).

Warning: Disabling forecasts adjustments purges existing adjustments. Before disabling adjustments, see Understanding
Adjustments Purges. Since disabling certain functionality can result in purged quota and adjustment data, consider

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exporting your data before disabling anything. When you complete your setting changes, you can import the data
back into Salesforce.

1. From Setup, click Customize > Forecasts > Settings.

2. Under Adjustments, deselect Enable Adjustments.
3. Click Save. You don't need to update user permissions because adjustments are now disabled for your entire organization.

Say you have forecast managers who adjusted forecast amounts for some direct reports. After you disable adjustments for your
organization, the next time the managers view their respective forecast rollups, no adjustments will appear.

Selecting a Forecast Currency

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

User Permissions Needed

To enable Forecasts users: “Manage Users”
AND
“Customize Application”

Note: This information applies to Collaborative Forecasts and not to Customizable Forecasts or Forecasts (Classic).

Before selecting a forecast currency, review information in Working With Multiple Currencies in Forecasts.

1. From Setup, click Customize > Forecasts > Settings.

2. Under Forecast Currency, choose a forecast currency option.
3. Click Save.

Understanding Forecast Data Sources

Forecasts can be based on opportunities, opportunity splits, or product families. Each has different effects on how forecasts
are calculated and displayed.

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

Note: This information applies to Collaborative Forecasts and not to Customizable Forecasts or Forecasts (Classic).

Opportunities
Use opportunities as your data source if your sales organization doesn't use team selling and doesn't need to forecast by product
families. Opportunities is the default data source when you enable Forecasts. With opportunities, keep in mind the following.
• The Amount column appears in the opportunity list on the Forecast page.
• You can forecast on revenue or quantity, or both.

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Opportunity Splits
Use opportunity splits as your data source if your sales organization uses team selling and opportunity splits, and doesn't need
to forecast by product families. With opportunity splits, keep in mind the following.
• The Forecasted Amount and Split % columns appear in the opportunity list on the Forecast page.
• You can forecast on revenue, but not on quantity.
• Your organization must have Opportunity Splits and the Revenue split type enabled.

Product Families
Use product families as your data source if your organization groups its products and services into families and needs to forecast
based on those families. With product families, keep in mind the following.
• The Amount column appears in the opportunity list on the Forecast page.
• You can forecast on revenue or quantity, or both.
• Forecast users will be able to view individual product family forecasts for each sales rep.
• Your organization must use Opportunity Products and Product Families.
• Users should populate the Product Family field on each product record. Forecasts for products without a Product Family
value appear in a forecast row titled Products Not Categorized.(If an opportunity lacks line items, the opportunity amount
or quantity also appears in this row.)
• Adjustments can be made to the forecasts for a sales rep’s product family forecasts, but not directly to their total forecast
for all product families.
• You can set quotas for each product family, but not for individual sales reps.

Choosing a Data Source for Forecasts

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

User Permissions Needed

To enable Forecasts users: “Manage Users”
AND
“Customize Application”

Note: This information applies to Collaborative Forecasts and not to Customizable Forecasts or Forecasts (Classic).

Data source refers to the type of data used for forecasting. Opportunities, opportunity splits, or product families can be used.
Before you choose a data source, be sure you understand the effects of using each. Only one data source can be used at a time.

1. From Setup, click Customize > Forecasts > Settings.

2. In the Forcast Data Source drop-down list, select Opportunities, Opportunity Splits, or Product Family.

If you change your data source, Salesforce recalculates all forecasts for your organization. If you click on a cell in the forecasts
table during this recalculation, the processing indicator ( ) appears in the cell.

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Note: If you change your data source, all related quota and adjustment information is purged.

See Also:
Setting Up Forecasts
Selecting Fields that Appear in the Forecasts Opportunity Pane

Enabling Revenue and Quantity Forecasts

When you enable forecasting, you must also choose whether to forecast on revenue, quantity, or both.

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

User Permissions Needed

To enable Forecasts users: “Manage Users”
AND
“Customize Application”

Note: This information applies to Collaborative Forecasts and not to Customizable Forecasts or Forecasts (Classic).

1. From Setup, click Customize > Forecasts > Settings.

2. In the Forecast Data section, for Forecast On, select Revenue, Quantity, or both.
If your forecast data source is Opportunity Splits, you can't forecast on quantity.
3. Click Save.

Note: If you disable a revenue or quantity option after it’s been selected, all related quota and adjustment information
is purged.

Defining Your Organization's Forecast Date Range

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

User Permissions Needed

To enable Forecasts users: “Manage Users”
AND
“Customize Application”

Note: This information applies to Collaborative Forecasts and not to Customizable Forecasts or Forecasts (Classic).

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The Forecasts rollup table displays forecast amounts for individual months or quarters and a range of months or quarters,
depending on the organization’s Forecasts settings. Six months or four quarters is the default. Users can forecast up to 12
months or eight quarters in the future or past. In the forecasts page, the period selected by default in the rollup table is the
current month or quarter if the forecast range includes the current month or quarter. If not, then the first month or quarter
is selected by default in the rollup table instead.
The forecast date range for the organization becomes the default for all Forecasts users. Users can use this default or they can
set a different date range display for their own forecasts. Once users change their individual forecast date range displays,
administrators can’t override them. However, when changing the period display from monthly to quarterly or quarterly to
monthly, the change is reflected in users’ forecasts.
Warning: If you change the period setting from monthly to quarterly or quarterly to monthly, or you change the
standard fiscal year, all adjustments and quotas are purged.

1. From Setup, click Customize > Forecasts > Settings.

2. Under Forecast Range, use the drop-down lists to select a beginning period and the number of periods you want to display.
3. Click Save.

See Also:
Setting Up Forecasts

Selecting Fields that Appear in the Forecasts Opportunity Pane

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

User Permissions Needed

To customize the opportunity pane: “Customize Application”
To view setup and configuration: “View Setup and Configuration”

Note: This information applies to Collaborative Forecasts and not to Customizable Forecasts or Forecasts (Classic).

Tip: If you add an opportunity field to the opportunity pane and it's not visible to Forecasts users, check the field-level
security setting for the specific profile and field.

Opportunities appear below the rollup table in a forecast in a list that responds to user selections. Administrators select up to
15 standard and custom fields that appear in the opportunity pane. Users see the fields selected based on their field level security
settings. Opportunity Name is a required field. Additionally, we recommend adding Forecast Category to the pane.
For opportunities, quantity forecasts roll up based on the opportunity’s quantity field, while revenue forecasts roll up based on
the opportunity’s amount field. For opportunity splits, revenue forecasts roll up based on the opportunity’s amount field and
the user’s split %. For product families, revenue forecasts roll up based on the total price field for all opportunity line items in
that product family, while quantity forecasts roll up based on the quantity field for all opportunity line items in that product
family. For opportunities without opportunity line items or with line items that don’t have a product family specified, the
totals roll up into the Products Not Categorized row on the Forecasts page. Depending on whether your organization forecasts
on revenue, quantity, or both, consider adding Amount or Quantity to the pane.
If your forecast data source is opportunities or product families, the Amount field appears by default. If your data source is
opportunity splits, the Forecasted Amount and Split % fields appear by default.

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1. From Setup, click Customize > Forecasts > Settings.

2. Under Opportunity List Column, select fields and click Add and Remove to move them between the Available Fields list
and the Selected Fields list. To determine field order in the layout, select fields and click Up, Down, Top, or Bottom.
3. Click Save.

See Also:
Setting Up Forecasts

Customizing Forecasts Categories

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

User Permissions Needed

To enable Forecasts users: “Manage Users”
AND
“Customize Application”

Note: This information applies to Collaborative Forecasts and not to Customizable Forecasts or Forecasts (Classic).

A forecast category is the category within the sales cycle that an opportunity is assigned to based on its opportunity stage. The
standard forecast categories are Pipeline, Best Case, Commit, Omitted, and Closed. You can customize forecast category
names for your organization. The forecast categories display information for that specific category; for example, Best Case
only reflects amounts in the Best Case category.

1. From Setup, click Customize > Opportunities > Fields.

2. Click Forecast Category.
3. Click Edit for any value you want to edit in the Forecasts Category Picklist Values.
4. Enter a forecast category name.
5. Click Save.

New forecast category names appear on opportunity records and forecasts.

See Also:
Setting Up Forecasts

Disabling Forecasts Functionality

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

Note: This information applies to Collaborative Forecasts and not to Customizable Forecasts or Forecasts (Classic).

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Before disabling Forecasts or any of its functionality, be sure you understand how your forecast data will be affected.

Tip: Since disabling certain functionality can result in purged quota and adjustment data, consider exporting your
data before disabling anything. When you complete your setting changes, you can import the data back into Salesforce.
Note that if you change your period setting from monthly to quarterly or quarterly to monthly, you cannot import
your quota or adjustments data back into Salesforce because the existing values will not align with your new periods.

If you disable... These items are purged...

Forecasts Adjustments
Note that your forecast hierarchy stays in place.

Adjustments Adjustments
The monthly period setting to use quarterly periods Quotas and adjustments
OR
The quarterly period setting to use monthly periods

Forecasts on revenue Revenue-based quotas and adjustments

Forecasts on quantity Quantity-based quotas and adjustments
Your current data source (Opportunities, Opportunity Splits, Quotas and adjustments
or Product Families)

When adjustments are purged from forecasts, the underlying data on which the forecasts are based remains untouched.

Configuring Customizable Forecasts

Setting Up Customizable Forecasting

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

Note: This information applies to Customizable Forecasting and not Collaborative Forecasts or Forecasts (Classic).

Sales forecasts represent the best estimate of how much revenue you can generate. They give your managers and executives a
view of your overall business no matter how dispersed your sales teams are.
Because forecasting is so universal, customizable forecasting is a flexible solution for even the most advanced requirements.
Get started using customizable forecasting in Setup by clicking Customize > Forecasts (Customizable):

• Click Edit Forecast settings for your company to customize the default settings for your organization. See Defining
Customizable Forecast Settings.
• Click Batch submit forecasts for your users to set up batch submission. See Submitting Customizable Forecasts in Batches.

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• Click Set up the forecasting hierarchy for your company to set up your initial forecast hierarchy. Refer to Setting Up
Your Forecast Hierarchy.

See Also:
Submitting Customizable Forecasts in Batches
Using Product Families
Administrator tip sheet: Setting Up Customizable Forecasting

Defining Customizable Forecast Settings

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

User Permissions Needed

To define forecast settings: “Customize Application”

Note: This information applies to Customizable Forecasting and not Collaborative Forecasts or Forecasts (Classic).

Define the following settings for your organization:

• Forecast Data Aggregation determines the type of data that is displayed on forecasts.
• Forecast Summary Default View determines the default product family, date start, date range, and forecast numbers for
default forecasts.
• Forecast Data Sharing determines whether forecast data can be shared.

To set forecast options:

1. From Setup, click Customize > Forecasts (Customizable) > Settings.

2. Select Forecast Revenue if you want forecasts to include revenue amount. If you disable this setting, you will lose all
revenue overrides on your forecasts.
3. Select Forecast Quantity if you want forecasts to include quantity totals. If you disable this setting, you will lose all
quantity overrides on your forecasts.
4. Choose a Forecast Period. If you do not have custom fiscal years enabled, choose monthly or quarterly depending on
your organization’s forecasting cycle. Note that the month or quarter start date is based on Greenwich Mean Time (GMT).
If you have enabled custom fiscal years, you can choose to forecast by fiscal period or by fiscal quarter. The forecast period
you choose determines the time increment your organization uses for quotas and forecasts. If you choose monthly, you can
still see totals by quarters but, if you choose quarterly, monthly forecast totals are not available. If you change this setting,
you will lose all overrides and forecasts, including all forecast history.
5. Choose a Forecast Date that determines how opportunity amounts contribute to forecasts:

• Choose Opportunity Close Date if you want the entire opportunity amount to contribute to the forecast period
for that date. If your organization does not use products, this is the only option available.
• Choose Product Date if you want the amount of the product on the opportunity to contribute to the forecast period
that corresponds with the Product Date. When no products exist on an opportunity or the product date is blank,
Salesforce uses the Opportunity Close Date in the user’s forecast instead.

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• Choose Schedule Date if you want the individual revenue schedule amounts to contribute to the forecast periods
that correspond with the schedule dates. If a product does not have a revenue schedule, Salesforce uses the Product
Date in the user’s forecast instead.

6. Choose a Forecast Type that determines how many forecasts your users will submit in a period:

• Choose Use Overall Forecast if your organization does not use products. Your users will have one forecast and
one quota for each period. If your organization does not use products, this is the only option available.
• Choose Use Product Families if your users have one quota and one forecast for each product family. See Using
Product Families.

7. Choose a default view for your users. This setting determines what forecast product family, date start, date range, and
forecast totals to display for users when they first click the Forecasts tab. Users can change their view but the default remains
the same for all users.
8. Enable or disable forecast sharing by selecting or deselecting Enable Forecast Sharing.
9. Click Save.
If you have enabled forecast sharing, you are prompted to choose who can share existing forecast views. The options are:

• Require Administrator assistance for forecast sharing - Only administrators can share existing
forecast data.
• Forecast managers can share their own forecast data - Administrators can share existing forecast
data, and existing forecast managers can also share their own views.

Note: This choice applies to existing forecasting views only; it is not a default setting for your organization. Each
time you edit or assign a forecast manager in the role hierarchy, you must define who can share that view.

If you have chosen to disable forecast sharing, you are prompted to confirm your choice.
Report builder doesn’t support Customizable Forecasts.

See Also:
Setting Up Customizable Forecasting
Manually Sharing a Forecast
Setting Your Fiscal Year

Setting Your Fiscal Year

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

User Permissions Needed

To set fiscal year: “Customize Application”

Note: This information applies to Customizable Forecasting and not Collaborative Forecasts or Forecasts (Classic).

Your fiscal year determines your monthly or quarterly forecasting cycle, the month it starts, and whether the Fiscal Year
is named for the starting or ending year. For example, if your fiscal year starts in April 2005 and ends in March 2006, your
fiscal year setting can be either 2005 or 2006.

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To set your fiscal year for customizable forecasting:

1. Begin by archiving your data first because changing your fiscal year settings affects your opportunity and forecast data. We
recommend running and exporting the following reports:

• Opportunity Pipeline
• Quarterly Forecast Summary
• Quota vs Actual

2. From Setup, click Customize > Forecasts (Customizable) > Fiscal Year.
3. Choose a Forecast Period of monthly or quarterly depending on your organization’s forecasting cycle. Note that the
month or quarter start date is based on Greenwich Mean Time (GMT).
The forecast period you choose determines the time increment your organization uses for quotas and forecasts. If you
choose monthly, you can still see totals by quarters but, if you choose quarterly, monthly forecast totals are not available.
4. Choose a Fiscal Year Start Month that represents the beginning of your organization’s fiscal year.
5. Select a Fiscal year is based on option that represents how your organization refers to a fiscal year. For example,
if your fiscal year starts in April 2004 and ends in March 2005 but is called Fiscal Year 2005, choose The ending month
because the last month determines how your organization refers to that fiscal year.
6. Do not check Apply to all forecasts and quotas unless you want to change the fiscal year settings of forecasts
created before you enabled customizable forecasts. Checking this option changes your historical forecast data.
7. Click Save.

See Also:
Setting Up Customizable Forecasting

Setting Up Your Forecast Hierarchy

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

User Permissions Needed

To set up forecast hierarchy: “Customize Application”

Note: This information applies to Customizable Forecasting and not Collaborative Forecasts or Forecasts (Classic).

Your forecast hierarchy lists each user that can use customizable forecasting. It determines how forecasts roll up through your
hierarchy. It is based on the role hierarchy by default, or the territory hierarchy if your organization has territory management.
When customizable forecasting is enabled for your organization, it automatically generates a forecast hierarchy based on your
organization’s role hierarchy. The forecast hierarchy becomes based on your territory hierarchy only when you enable territory
management. To customize your forecast hierarchy:

• Make sure that all the appropriate users are in your forecast hierarchy. If any are not and should be, see Enabling Users
for Customizable Forecasting.
• Make sure that the appropriate users are the assigned forecast manager whenever there is more than one user in a role or
territory in your forecast hierarchy. Each user at the bottom of your forecast hierarchy can be a forecast manager. However,

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above that, a single user must be chosen as the forecast manager for forecasts to roll up to that user. See Assigning Forecast
Managers in Your Forecast Hierarchy.
• Share forecast manager views with other users. See Manually Sharing a Forecast.

If Nonforecasting appears next to a role or territory in the forecast hierarchy, it means that a forecast manager has not
been assigned to that role or territory.

Note: When you remove a user from the forecast hierarchy or the role hierarchy, all of their quota and override data
is permanently deleted.

See Also:
Setting Up Customizable Forecasting
Setting Up Your Forecast Hierarchy
Manually Sharing a Forecast

Enabling Users for Customizable Forecasting

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

User Permissions Needed

To set up forecast hierarchy: “Customize Application”

Note: This information applies to Customizable Forecasting and not Collaborative Forecasts or Forecasts (Classic).

To enable users for customizable forecasting if your organization does not use territory management:

1. From Setup, click Customize > Forecasts (Customizable) > Forecast Hierarchy.
2. Click Enable Users next to a role to view a list of users assigned to that level.
3. Select a user and click Add to enable the user for customizable forecasting. To disable a user, select the user and click
Remove.
4. Click Save.

Note: When you remove a user from the forecast hierarchy or the role hierarchy, all of their quota and override data
is permanently deleted.

To enable a user for customizable forecasting if your organization uses territory management:

1. From Setup, click Customize > Users.

2. Click Edit next to the user's name.
3. Select Allow Forecasting.
4. Click Save.
5. Add the user to a territory.

Report builder doesn’t support Customizable Forecasts.

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Note: To view a list of users for a territory, select the territory name in the territory hierarchy or run a territory report.
For more information on territory reports, see Territory Reports.
If you add more than one user to a role or territory, make sure that the appropriate user is the assigned forecast manager
for that role or territory. See Assigning Forecast Managers in Your Forecast Hierarchy

See Also:
Setting Up Customizable Forecasting
Setting Up Customizable Forecasting
Enabling Territory Management
Manually Sharing a Forecast

Assigning Forecast Managers in Your Forecast Hierarchy

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

User Permissions Needed

To set up forecast hierarchy: “Customize Application”

Note: This information applies to Customizable Forecasting and not Collaborative Forecasts or Forecasts (Classic).

After users are enabled for customizable forecasting, assign a user as a forecast manager for each role in your forecast hierarchy.
Assigning someone as a forecast manager means that all forecasts from users below that user in the forecast hierarchy roll up
to that person. For example, an executive and executive assistant may have the same role, but the executive is the assigned
forecast manager in the forecast hierarchy because all subordinates' forecasts roll up to the executive. Both the executive and
executive assistant can submit forecasts, but forecasts of other users do not roll up to the executive assistant.
If a role in the forecast hierarchy has no forecast manager, that role and all its subordinate roles are not included in your
forecasts.
If Nonforecasting appears next to a role or territory in the forecast hierarchy, it means that a forecast manager has not
been assigned to that role or territory.

1. From Setup, click Customize > Forecasts > Forecasts (Customizable).

2. Click Assign Manager or Edit Manager next to a role to assign a user as the forecast manager of that role.
Roles without roles below them cannot have forecast managers unless your organization has territory management, which
supports forecast managers at all levels.
3. Choose a user to be assigned as the forecast manager of the selected role. If no users are available for the role, enable the
appropriate user; see Enabling Users for Customizable Forecasting.
4. If forecast sharing is enabled, choose the sharing settings:

• Choose Require Administrator assistance for forecast sharing to limit forecast sharing for this view
to administrators. This is the default option.
• Choose Forecast managers can share their own forecast views to allow the administrator or the
forecast manager to share this view.

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5. Click Save.

See Also:
Setting Up Customizable Forecasting
Setting Up Your Forecast Hierarchy
Manually Sharing a Forecast

Enabling Customizable Forecasting

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

User Permissions Needed

To enable customizable forecasts: “Customize Application”

Note: This information applies to Customizable Forecasting and not Collaborative Forecasts or Forecasts (Classic).

Enabling customizable forecasting for your organization allows your forecast users to view and submit their customizable
forecasts from the Forecasts tab based on your customizable forecast settings. Report builder doesn’t support Customizable
Forecasts.

1. From Setup, click Customize > Forecasts (Customizable) > Forecast Hierarchy.
2. Click Enable Customizable Forecasting. If this option is not available, customizable forecasting is already enabled for
your organization. After you enable customizable forecasting, three new user permissions are available:

Permission Description
Override Forecasts Allows users to override their own forecasts and forecasts
for users below them in the forecast hierarchy. All standard
profiles except Read Only receive this permission.
Edit Personal Quota Allows users to change their individual quotas. All standard
profiles except Read Only receive this permission.
Users with the “Manage Users” permission can always edit
any quota. Users can always edit the quotas of users that
report directly to them.

View All Forecasts Allows users to view any forecast regardless of their place in
the forecast hierarchy. The System Administrator profile
includes this permission.

3. Choose the appropriate opportunity page layouts that you want to include the new Opportunity Forecasts related list.
Optionally, choose the Append... option to add this related list to page layouts even if users have customized them.
4. Click Save.
5. Enable or disable these permissions where necessary..

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Note: With customizable forecasts, your forecasts still depend on how your Opportunity Stage picklist values
map to Forecast Categories.

See Also:
Setting Up Customizable Forecasting
Enabling Territory Management
Manually Sharing a Forecast

Manually Sharing a Forecast

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

Note: This information applies to Customizable Forecasting and not Collaborative Forecasts or Forecasts (Classic).

Your administrator defines your organization's forecasting hierarchy, which determines which users can view the forecast data.
However, your administrator can manually extend sharing privileges for forecast data, and you may be able to manually extend
sharing privileges for your own forecast data as well. Manual forecast sharing can only increase access to forecast data; it cannot
restrict access for users who already have access. To manually share a forecast, you must be an administrator or a forecast
manager who has been given access to share your forecast data.
To see which users can view your forecast or to share your forecast data, do one of the following:

• From Setup, click Customize > Forecasts > Forecast Hierarchy, then click Share next to the view you want to share.
• Click Sharing on the forecast home page to share your own forecast data.

The User and Group Sharing list shows you all the users who currently have access to this forecast data. It also details the level
of access they have, whether they can submit a forecast, and the reason they have that access. The reasons a user might have
access to forecast data are:

Reason Description
Administrator The user is an administrator, or has the “Modify All Data”
permission.
Delegated Forecast Manager A user has access to forecast data that was granted via the
Sharing button on the forecast.
Forecast Manager A user has access due to being a forecast manager in the
forecast hierarchy.
Owner The owner can always see his or her own forecast data.
View All Forecasts Permission The user has the “View All Forecasts” permission.

On the Forecast Sharing Detail page, you can do any of the following:

• To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define
your own custom views.To edit or delete any view you created, select it from the View drop-down list and click Edit.
• Click Add to grant other users or groups access to the forecast data.

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Organizations

Note: Manual sharing extends to the opportunity data that makes up the forecast. If a user has permission to
override forecast data, then the user also has permission to override the opportunity forecast data.

• Click Expand List to view all users that have access to the forecast data.
• For manual sharing rules that you created, click Edit or Del next to an item in the list to edit or delete the access level.

See Also:
Setting Up Customizable Forecasting

Submitting Customizable Forecasts in Batches

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

User Permissions Needed

To submit forecasts in batches: “Modify All Data”

Note: This information applies to Customizable Forecasting and not Collaborative Forecasts or Forecasts (Classic).

Submitting forecasts takes a snapshot of forecast data and makes that data available in forecast history and reports. Users can
submit their forecasts individually by clicking Submit from their forecast.
To submit multiple forecasts at once:

1. From Setup, click Customize > Forecasts (Customizable) > Batch Submit.
2. Choose the appropriate forecast period.
3. Select the users that have forecasts you want to submit and click Add to add them to the list of Selected Users for
Batch Submit. Select more than one at a time using CTRL+click.
4. Click Submit.
5. Click OK.

See Also:
Setting Up Customizable Forecasting

Enabling Business Networks for Collaboration Across

Organizations

Enabling Salesforce to Salesforce

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

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Organizations

User Permissions Needed

To enable Salesforce to Salesforce: “Modify All Data”

Warning: Enabling Salesforce to Salesforce is not reversible, however, you control the information you share and
the connections you share with. You can stop sharing or modify sharing settings at any time. By enabling Salesforce
to Salesforce, you agree to allow salesforce.com to process updates to information in your organization that is shared
with other organizations. Salesforce to Salesforce allows you to share your data with third-party recipients, and those
recipients may in turn use Salesforce to Salesforce to share your data with further third-party recipients unknown to
you. You are responsible for ensuring that appropriate contractual or other legal arrangements are in place between
you and your recipients to limit those recipients' use and disclosure of your shared data.

To enable Salesforce to Salesforce:

1. From Setup, click Customize > Salesforce to Salesforce > Settings.

2. Click Edit.
3. Select Enable.
4. Click Save.

When you enable Salesforce to Salesforce, a new user named “Connection User” is created. This user does not count towards
the number of used licenses for your organization, and is not included in any user management view.
When your business partner updates a shared record, the Last Modified By field on the record in your organization displays
Connection User, allowing you to easily track all changes made by your business partners.
The Connection User is automatically assigned to the Partner Network profile. The Partner Network profile cannot be modified
and is not included in any profile management view.
After Salesforce to Salesforce is enabled:

1. Create a permission set with the “Manage Connections” permission enabled and the Connection tab set to Visible, and
assign the permission set to users who will be working with Salesforce to Salesforce connections.
We also recommend giving the “Manage Queues” user permission to all users with the “Manage Connections” user
permission. This lets users create and manage queues for connections without needing assistance from an administrator.
2. Configure Salesforce to Salesforce settings, such as communication templates for sending invitations to your business
partners.
3. Add the External Sharing related list to page layouts for the appropriate profiles.

Note: This related list can be made available to all users, not just users with the “Manage Connections” permission.

4. Optionally, create custom list views on the External Sharing related list and give access to the appropriate users, so that
they can view and accept shared records. To view records shared by a connection, you must either have the “Manage
Connections” permission or have access to the list view.
5. Optionally add the Received Connection Name and Sent Connection Name columns to the related lists on the page layouts
of the desired objects.
6. Create and manage connections with your business partners.

Configuring Salesforce to Salesforce

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

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User Permissions Needed

To configure Salesforce to Salesforce: “Modify All Data”

You can configure Salesforce to Salesforce to use communication templates for interacting with your business partners. In
addition, you can configure the email address and name used on the templates. To configure any of these settings:

1. From Setup, click Customize > Salesforce to Salesforce > Settings.

2. Click Edit and modify the following settings:

Setting Description
From Email Address The email address from which all Salesforce to Salesforce communication
templates are sent, for example, “partner@acme.com.” Salesforce sends the
emails automatically, but they appear to your contacts as if they were sent from
this email address. If a contact responds to a communication template, the
response is sent to this address.
From Email Name The name that will be associated with the “From” Email Address, for example,
“Acme Channel Manager”.
Invitation Template Used to send invitations.
Deactivation Template Used to notify a business partner that you have deactivated the connection.
Accept Invitation Template Used to notify a business partner that you have accepted an invitation.
Reject Invitation Template Used to notify a business partner that you have not accepted an invitation.
Update Connection Profile Used to notify business partners of changes to an active connection profile.
Template

3. Click Save.

Setting Up Salesforce-Integrated Email

Setting Up Email Relaying
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed

To configure email relaying: “Modify All Data”

Email relaying is using an email server to send email that did not originate on the email server. Companies set up email relaying
to:

• Route all email through their own email servers to avoid the appearance of email spoofing by Salesforce. Email spoofing
is the forging of email headers to make messages appear as if they came from someone other than the original sender.
• Store copies of all email as required by government regulations in various industries.

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• Apply existing content filters that scan messages for data and content that is not approved to be sent out through company
email.
• Run outbound email through antivirus software before sending it to customers.
• Append data such as company-wide disclaimers at the bottom of email messages.

You can set up email relaying for Salesforce-generated email by configuring Salesforce to automatically route email through
your company's Simple Mail Transfer Protocol (SMTP) server. Contact salesforce.com to enable email relaying for your
organization.

Warning: If you plan to activate both bounce management and email relaying, check with your email administrator
to ensure that your organization's email server allows the relaying of email sent from salesforce.com; otherwise, the
email you send from Salesforce may not get delivered. For more information on bounce management, see Configuring
Deliverability Settings on page 193.

To set up email relaying:

1. From Setup, click Email Administration > Email Relay Activation.

2. Configure the following settings:

Setting Description
Email Host The host name or IP address of your company's SMTP
server. Obtain this information from your email
administrator.

Important: If you plan to use Transport Layer

Security (TLS) with this connection, enter the host
name instead of the IP address. TLS requires the
host name for verifying certificates.

For host names, use the following format:

<mail server>.<domain>.<domain extension>

For example:

mail.acme.com

Port The port number of your company's SMTP server. Obtain

this information from your email administrator. Email
relaying is supported on port numbers 25, 587, 10025, and
11025.
TLS Setting Specifies whether Salesforce uses TLS for SMTP sessions.
Select one of the following options:
• Preferred (default): If the remote server offers TLS,
Salesforce upgrades the current SMTP session to use
TLS. If TLS is unavailable, Salesforce continues the
session without TLS.
• Required: Salesforce continues the session only if the
remote server offers TLS. If TLS is unavailable,
Salesforce terminates the session without delivering the
email.

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Setting Description
• Preferred Verify: If the remote server offers TLS,
Salesforce upgrades the current SMTP session to use
TLS. Before the session initiates, Salesforce verifies the
certificate is signed by a valid certificate authority, and
that the common name presented in the certificate
matches the domain or mail exchange of the current
connection. If TLS is available but the certificate is not
signed or the common name does not match, Salesforce
disconnects the session and does not deliver the email.
If TLS is unavailable, Salesforce continues the session
without TLS.
• Required Verify: Salesforce continues the session
only if the remote server offers TLS, the certificate is
signed by a valid certificate authority, and the common
name presented in the certificate matches the domain or
mail exchange to which Salesforce is connected. If any
of these criteria are not met, Salesforce terminates the
session without delivering the email.

Restrict Relay to Domains Specifies whether to restrict the email relaying functionality
to certain domains. If you select this option, enter the names
of those domains separated by commas in the text field
below. (The asterisk (*) wildcard is allowed; for example,
*.subdomains.com matches john@aco.subdomains.com
and john@bco.subdomains.com (but not
john@subdomains.com)). This causes Salesforce to route
email to your company's SMTP server only if the email is
addressed to one of the listed domains. If you select the
checkbox but do not list any domains, Salesforce routes all
email to your company's SMTP server.
Active Enables email relaying for your organization. If you deselect
this checkbox, Salesforce keeps the email relay configuration
but does not route email to your company's email server.

3. Click Save.

Salesforce recommends sending a test message each time you change the email relay configuration.

See Also:
Testing Deliverability
Enabling Compliance BCC Emails
Configuring Deliverability Settings
Organization-Wide Addresses

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Set Up and Maintain Sales Tools Enabling Email to Salesforce

Enabling Email to Salesforce

Available in: All Editions except Database.com

User Permissions Needed

To enable or disable Email to Salesforce: “Modify All Data”

If you use a company-provided or third-party email account, you can use Email to Salesforce to assign emails to leads, contacts,
opportunities, and other records in Salesforce. When composing, forwarding, or replying to email, simply enter your Email
to Salesforce address in the BCC field or any recipient field. Salesforce receives a copy of the email and, depending on your
configuration, adds it to either the Activity History related list of the matching records or to the My Unresolved Items page,
where you can manually assign it.
To enable Email to Salesforce for your organization:

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 Email Administration > Email to Salesforce.

• If you clicked My Settings, select Email > My Email to Salesforce.

3. Click Edit.
4. Select the Active checkbox.
5. Optionally, select the Advanced Email Security Settings checkbox to configure Email to Salesforce to verify the
legitimacy of the sending server before processing a message. Email to Salesforce uses the following authentication protocols
to verify the sender's legitimacy:

• SPF
• SenderId
• DomainKeys

If the sending server passes at least one of these protocols and does not fail any protocols, Email to Salesforce accepts the
email. If the server fails a protocol or does not support any of the protocols, Email to Salesforce ignores the email.

Tip: Before selecting the Advanced Email Security Settings checkbox, ensure that the senders you
expect to use Email to Salesforce support at least one of the authentication protocols listed above.

6. Click Save.
7. Optionally, click Send Notification Email to notify users that Email to Salesforce is activated, or click Skip This Step.

After enabling Email to Salesforce, Salesforce creates a unique Email to Salesforce address for each user. To view their unique
Email to Salesforce address and customize their settings, users can go to the My Email to Salesforce page in their personal
settings. For more information, see Guidelines on Using Email to Salesforce.

Enabling Compliance BCC Emails

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

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User Permissions Needed

To enable or disable compliance BCC email: “Customize Application”

If your organization evaluates all outbound email messages for compliance, you can enable compliance BCC emails to
automatically send a hidden copy of each outbound email message to an email address you specify. Enabling compliance BCC
emails prevents users from editing the BCC field on any email and disables their Automatic Bcc setting under My Email
Settings.
To enable compliance BCC emails for your organization:

1. From Setup, click Email Administration > Compliance BCC Email.

2. Select the Enable checkbox.
3. Enter your compliance email address.
4. Click Save.

Note: The BCC email is automatically sent to the address you specify for any emails your users send, excluding
system emails such as password reset or import completion notifications.

Configuring Deliverability Settings

Available in: All Editions except Database.com

User Permissions Needed

To configure email deliverability: “Customize Application”

To improve the deliverability of email you send from Salesforce, configure your organization's email deliverability settings.
Email deliverability is the likelihood of a company’s or individual’s email reaching its intended recipient. This likelihood is
adversely affected by:
Bounced email

Email that is addressed to an invalid recipient and returned to the sender. If a sender sends several email messages that
bounce, the email server might slow or block the delivery of all email from that sender.

Noncompliant email
Email that does not comply with a recipient's email security framework, such as the Sender Policy Framework (SPF),
which verifies that the From address in an email message is not forged.

Warning: If you plan to activate both bounce management and email relaying, check with your email administrator
to ensure that your organization's email server allows the relaying of email sent from salesforce.com; otherwise, the
email you send from Salesforce may not get delivered. For information on email relaying, see Setting Up Email
Relaying on page 189.

To configure the email deliverability settings for your organization:

1. From Setup, click Email Administration > Deliverability.

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2. To control the type of email your organization sends, change the Access level in the Access to Send Email
section. You may not be able to edit the Access level if salesforce.com has restricted your organization’s ability to
change this setting.

• No access>: Prevents all outbound email to and from users.

• System email only: Allows only automatically generated emails, such as new user and password reset emails.
• All email>: Allows all types of outbound email. Default for new, non-sandbox organizations.

Tip: The System email only setting is especially useful for controlling email sent from sandboxes so that
testing and development work doesn’t send test emails to your users.

• Newly created sandboxes default to System email only.

• Sandboxes created before ’Spring 13 default to All email.

3. Select the Activate bounce management checkbox to help ensure that the email addresses you have for your contacts,
leads, and person accounts are correct, and that the email your users send to those addresses is not impeded due to excessive
email bounces.
When bounce management is activated and a user sends an email to a contact, lead, or person account with an invalid
email address, Salesforce displays an alert next to that email address and prevents users from sending email to the address
until it is updated or confirmed. Also, the email bounces to Salesforce instead of the sender's personal email account.

Tip: Use the Bounced Contacts and Bounced Leads standard reports to view a list of email all addresses that
have bounced email. The report includes the reason the email was bounced, the date the bounce occurred, and
the contact, lead, or person account that bounced the email.

4. Select the Show bounce alert next to all instances of the email address checkbox to configure
Salesforce to search all lead, contact, and person account records for instances of any email address that bounces an email
and to display a bounce alert next to each instance. If you do not select this option, Salesforce only displays the bounce
alert on the record from which the email was originally sent.
5. Select the Return bounced email to sender checkbox to configure Salesforce to send a copy of the bounced email
header to the sender. If you do not select this option, only Salesforce receives the bounced email header. In either case, for
security purposes Salesforce does not return the body of the bounced email to the sender. This option applies to all users
in your organization and cannot be enabled per user or per email.
6. Select the Enable compliance with standard email security mechanisms checkbox to automatically modify
the envelope From address of every email you send from Salesforce to comply with email security frameworks that your
recipients might implement, such as SPF.
Many recipient email systems enforce SPF to verify whether an email is legitimate. SPF checks the envelope From address
of an inbound email to verify legitimacy. If this feature is enabled, Salesforce changes the envelope From address to a
salesforce.com email address to verify the sender's legitimacy. The header From address remains set to the sender's email
address.

Note: For more information on SPF, see www.openspf.org.

7. Select the Enable Sender ID compliance checkbox to comply with the Sender ID framework. This will automatically
populate the Sender field in the envelope of every email you send from Salesforce with no-reply@salesforce.com.
This enables receiving mail servers using the Sender ID email authentication protocol to verify the sender of an email by
examining the Sender and From headers of an inbound email through a DNS lookup. All replies will still be delivered
to the sender's email address. If you do not select this checkbox, the Sender field is set to null and email delivery fails
when a recipient email system performs a Sender ID check.

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Note:

• We recommend enabling Sender ID compliance only if you have recipients using the Sender ID email
authentication protocol, which isn’t widely used.
• If you enable Sender ID compliance, the recipient's email client (not Salesforce) may append the phrase “Sent
on behalf of” to the From field of email received from Salesforce.
• For more information on Sender ID, see www.microsoft.com/mscorp/safety/technologies/senderid/default.mspx.

8. If you want Salesforce to send users a status email when their mass emails are complete, select Notify sender when
mass email completes.
9. To specify how Salesforce uses the Transport Layer Security (TLS) protocol for secure email communication for SMTP
sessions, choose one of the following:

• Preferred (default): If the remote server offers TLS, Salesforce upgrades the current SMTP session to use TLS. If
TLS is unavailable, Salesforce continues the session without TLS.
• Required: Salesforce continues the session only if the remote server offers TLS. If TLS is unavailable, Salesforce
terminates the session without delivering the email.
• Preferred Verify: If the remote server offers TLS, Salesforce upgrades the current SMTP session to use TLS.
Before the session initiates, Salesforce verifies the certificate is signed by a valid certificate authority, and that the
common name presented in the certificate matches the domain or mail exchange of the current connection. If TLS is
available but the certificate is not signed or the common name does not match, Salesforce disconnects the session and
does not deliver the email. If TLS is unavailable, Salesforce continues the session without TLS.
• Required Verify: Salesforce continues the session only if the remote server offers TLS, the certificate is signed by
a valid certificate authority, and the common name presented in the certificate matches the domain or mail exchange
to which Salesforce is connected. If any of these criteria are not met, Salesforce terminates the session without delivering
the email.

Note: If you select a setting other than Preferred (the default setting), select Restrict TLS to these
domains and specify a comma-separated domain list. The asterisk (*) wildcard is allowed; for example,
*.subdomains.com matches john@aco.subdomains.com and john@bco.subdomains.com (but not
john@subdomains.com). If you don't specify domains, Salesforce uses the TLS setting you specify for all outbound
emails, which may result in emails not being delivered.

10. Click Save.

See Also:
Enabling Compliance BCC Emails
Setting Up Email Relaying
Testing Deliverability

Organization-Wide Addresses
Available in: All Editions except Database.com

User Permissions Needed

To configure organization-wide addresses: “Modify All Data”

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Set Up and Maintain Sales Tools Organization-Wide Addresses

If your organization requires users to share a common email alias, you can define a list of organization-wide addresses for each
user profile. Organization-wide addresses define a common email address that a user profile can use. When sending email
from Salesforce, users with these profiles can choose a different From address than the email address they have defined. Replies
are delivered to the organization-wide address.
For example, assume your organization has several users under a single Support Profile. A Support Profile can be associated
with an email address called support@acme.com and a Display Name of Acme Support. When Support Profile users
send an outbound email through Salesforce, they can choose to have their From address appear as support@acme.com
instead of their own Salesforce email address.
The highlighted sections in the following image represents the changes to the From address and Display Name that the
recipient of an email might see:

After an organization-wide address is verified, it is available as a From address when sending an email or an email alert.
To display the list of defined organization-wide addresses, from Setup, click Email Administration > Organization-Wide
Addresses. From this page you can:

• Click Add to create a new organization-wide address.

• Click Edit to change any of the fields associated with the alias:

◊ Display Name is the word or phrase users who receive your email will see as the sender of the email.
◊ Email Address is the email address that is used when sending an outbound email.
◊ Allowed Profiles lists the profiles which use the email address as an alias.
◊ Status shows the current stage of verification. When you add a new organization-wide address, it must be verified
as a valid email address before becoming available for use. If you have not received your verification email, click Resend
to have another one sent.

• Click Del to remove the alias.

Note: You cannot use an organization-wide address to send a mass email or a Stay-in-Touch request. You cannot
delete or change an organization-wide email address if it is used by an email alert.

See Also:
Managing Organization-Wide Email Footers

Defining Organization-Wide Addresses

Available in: All Editions except Database.com

User Permissions Needed

To configure organization-wide addresses: “Modify All Data”

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To define an organization-wide address for a user profile:

1. From Setup, click Email Administration > Organization-Wide Addresses.

2. Click Add.
3. Enter a Display Name. The display name identifies how your name appears on outbound emails. The maximum length
is 300 characters.
4. Enter the Email Address you would like to use as an alias. This can be any standard email address. The maximum length
is 270 characters.
5. Select Allow All Profiles to Use this From Address if you want every user profile in your organization to
be able to use the new From address. Otherwise, select Allow Only Selected Profiles to Use this From
Address to choose from existing user profiles.
6. Click Save to save your changes, or Save and New to define another organization-wide address. A verification email is
sent to the new email address which includes a link that you click to complete the verification process. The From address
will not be available for use until you access the email and click this link. Click Cancel to return to the previous page
without saving.

Note: You cannot delete or change an organization-wide email address if it is used by an email alert.

To use an organization-wide address, send an email or set up an email alert, and choose your organization-wide address from
the drop-down list.

Managing Organization-Wide Email Footers

Available in: All Editions except Database.com

User Permissions Needed

To create and edit email footers: “Modify All Data”

You can create personalized footers or disclaimers that appear at the bottom of all outgoing email messages sent from Salesforce
or the API. You can create a separate email footer for each encoding and choose default footers for single and mass email.
The defaults are used when no footer matches an outgoing email's encoding.

Creating Email Footers

1. From Setup, click Email Administration > Email Footers.
2. Click New.
3. Enter a name.
4. Choose if you want the footer to be available for single emails, mass emails, or both.
5. Select the email encoding. The email encoding determines which emails the footer appears on. For each encoding you can
have one active single email footer and one active mass email footer.
6. Enter the text of the footer.
Note: Footers are text only; HTML tags aren't rendered. Maximum is 32 KB.

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Editing Email Footers

1. From Setup, click Email Administration > Email Footers.
2. To edit an email footer, either click Edit next to a footer or on the footer detail page.
3. Edit the footer information and click Save.

Choosing Default Email Footers

You can choose one default footer for single email and one for mass email. These defaults are used when no footer matches
an outgoing email's encoding.
1. From Setup, click Email Administration > Email Footers.
2. Using Default for Single Mail and Default for Mass Mail, select default footers.
3. Click Save.
Note: If you don't click Save, your default footer choice is lost when you leave the page.

Deactivating Email Footers

You can deactivate an email footer without deleting it.
1. From Setup, click Email Administration > Email Footers.
2. Uncheck the Single and Mass checkboxes next to the footer.
3. Click Save.

Testing Deliverability
Available in: All Editions except Database.com

User Permissions Needed

To test email deliverability: “Modify All Data”

Salesforce sends email from 52 different IP addresses. If your organization blocks any of these IP addresses, users might not
receive all email sent from Salesforce.
To verify your organization can receive email from every Salesforce IP address:

1. From Setup, click Email Administration > Test Deliverability.

2. Enter your business email address.
3. Click Send. Salesforce simultaneously sends a test message from all 52 IP addresses to your business email address. Each
test message specifies the IP address from which it was sent.
4. Check your business email account to make sure it received all 52 test messages.

If you received less than 52 test messages, your organization's email administrator must whitelist the Salesforce IP ranges on
your organization's email server. Whitelisting an IP address allows the email server to receive email from an IP address that
might otherwise be blocked. The Salesforce IP ranges are:

• 96.43.144.64 to 96.43.144.65
• 96.43.148.64 to 96.43.148.65
• 182.50.78.64 to 182.50.78.79

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• 204.14.232.64 to 204.14.232.79
• 204.14.234.64 to 204.14.234.79

Note: If your organization activates email relaying, your email administrator only needs to whitelist the IP addresses
Salesforce uses for email relaying (96.43.144.65, 96.43.148.65, 182.50.78.65, 204.14.232.65, and 204.14.234.65).
For information on email relaying, see Setting Up Email Relaying on page 189.

Salesforce.com maintains separate IP addresses for inbound and outbound email. The IP addresses used for outbound email
don’t accept inbound email connections.

See Also:
Configuring Deliverability Settings
Enabling Compliance BCC Emails

Deleting Email Attachments Sent as Links

Available in: All Editions except Database.com

User Permissions Needed

To delete email attachments sent as links: “Modify All Data”

You can find and delete attachments sent as links. Recipients who subsequently click on the attachment link see a message
asking them to contact the email sender to view the attachment. You can search only within your organization’s email retention
period (typically 30 days, but contact salesforce.com Support for your organization’s details).
To find and delete email attachments sent as links:

1. From Setup, click Email Administration > Attachments Sent as Links

2. Enter either of these:

• File name (optional), username, and date range:

◊ Optionally, attachment file name, including the file extension (for example, ThisYearResults.pdf). You can
use wildcards (for example, ThisYearRes would find ThisYearResults.pdf).
◊ Sender's username
◊ Date range during which the email was sent

• Attachment URL: Click the attachment link (.html) in the email to open it in a browser, and copy and paste the
URL.

3. Click Search.

• Search results show up to 100 matching entries.

• If the attachment was sent using mass email, search results show one entry for every 100 emails sent—delete one of
these entries to delete the attachment.

4. In Search Results, click Del next to the attachment you want to delete. Recipients who subsequently click on the attachment
link see a message asking them to contact the email sender to view the attachment.

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Note: You cannot recover deleted attachments from the Recycle Bin.

Monitoring the Mass Email Queue

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

User Permissions Needed

To view your mass email or cancel your pending mass email: “Mass Email”
To view all mass email or cancel pending mass email in your “Modify All Data”
organization:

Use the mass email queue to view the status of scheduled mass emails and cancel mass emails if necessary.
To view the mass emails you have scheduled, go to your personal settings and select Email > My Mass Emails. If you have
permission to view all mass emails in your organization, from Setup click Monitoring > Mass Email.
From these pages, you can:

• Click Cancel to cancel a pending mass email.

• Click Stop to stop a mass email that Salesforce is in the process of sending.
• Click Del to delete the record of a sent or canceled mass email from the queue.
• Click the name of the mass email to view details about an individual mass email.

The mass email queue shows the number of recipients that the mass email was addressed to and sent to. These numbers may
differ because:

• The mass email would cause your organization to exceed its daily mass email limit. Salesforce does not send the message
to any of the intended recipients in this case.
• One or more selected recipients opted out of receiving mass email after the mass email was scheduled but before it was
processed.
• One or more selected recipient email addresses were removed from the contact or lead after the mass email was scheduled
but before it was processed.
• The user who sent the mass email was deactivated after the mass email was scheduled but before it was processed. Salesforce
does not send mass emails scheduled by a user who is deactivated.

Working with Mail Merge Templates

Managing Mail Merge Templates

Available in: All Editions except Database.com

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User Permissions Needed

To upload mail merge templates: “Manage Public Templates”
To edit mail merge templates: “Manage Public Templates”

Mail merge templates define the content of a form letter or other mail merge document. They include variables called merge
fields where data from your records—for example a contact’s name and address—displays in the generated document.
As an administrator, you’re responsible for building mail merge templates in Microsoft Word and uploading them to Salesforce
to make them available for your users. See the following topics:

• Creating New Mail Merge Templates explains how to build a new mail merge template from a blank Word document.
• Modifying Existing Mail Merge Templates explains how to download sample templates and modify them to meet your
unique business needs.
• Uploading Mail Merge Templates to Salesforce explains how to upload completed mail merge templates to Salesforce.

Tip: Download sample mail merge templates to help you get started.

See Also:
Merge Fields for Mail Merge Templates

Creating Visualforce Email Templates

Available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions
Mass email not available in: Personal, Contact Manager, and Group Editions

User Permissions Needed

To create or change Visualforce email templates: “Customize Application”
To create or change public email template folders: “Manage Public Templates”

To create a Visualforce email template:

1. Do one of the following:

• If you have permission to edit public templates, from Setup, click Communication Templates > Email Templates.
• If you don’t have permission to edit public templates, 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. Then from the
left side of the page, click Email > My Templates.

2. Click New Template.

3. Choose Visualforce and click Next.
You can’t send a mass email using a Visualforce email template.
4. Choose a folder in which to store the template.
5. Select the Available For Use checkbox if you would like this template offered to users when sending an email.
6. Enter an Email Template Name.

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7. If necessary, change the Template Unique Name. This is a unique name used to refer to the component when using
the Force.com API. In managed packages, this unique 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 the Template
Unique Name field, a developer can change certain components’ names in a managed package and the changes are reflected
in a subscriber’s organization.
8. Select an Encoding setting to determine the character set for the template.
9. Enter a Description of the template. Both template name and description are for your internal use only.
10. Enter the subject line for your template in Email Subject.
11. In the Recipient Type drop-down list, select the type of recipient that will receive the email template.
12. In the Related To Type drop-down list, optionally select the object from which the template will retrieve merge field
data.
13. Click Save.
14. On the Viewing Email Templates page, click Edit Template.
15. Enter markup text for your Visualforce email template.
Note: If you are including an image, we recommend uploading it to the Documents tab so that you can reference
the copy of the image that is on our server. For example:

<apex:image id="Logo" value="https://na7.salesforce.com/servlet/servlet.ImageServer?

id=015D0000000Dpwc&oid=00DD0000000FHaG&lastMod=127057656800"
height="64" width="64"/>

16. Click Version Settings to specify the version of Visualforce and the API used with this email template. If your organization
has installed managed packages from the AppExchange, you can also specify which version of each managed package to
use with this email template. Generally, you should use the default value for all versions. This associates the email template
with the most recent version of Visualforce, the API, as well as each managed package. You can specify an older version
of Visualforce and the API to maintain specific behavior. You can specify an older version of a managed package if you
want to access components or functionality that differs from the most recent package version.
17. Click Save to save your changes and view the details of the template, or click Quick Save to save your changes and continue
editing your template. Your Visualforce markup must be valid before you can save your template.

Note: The maximum size of a Visualforce email template is 1 MB.

You can’t send a mass email using a Visualforce email template. The {!Receiving_User.field_name} and
{!Sending_User.field_name} merge fields work only for mass email and are unavailable in Visualforce email
templates.

Tip:

• Click Send Test and Verify Merge Fields to view a sample of the template populated with data from records you
choose and send a test email. If the email template includes encrypted data, keep in mind that the data displays
encrypted within the generated email and when viewing the Visualforce template page. It doesn't display in plain
text for security purposes.
• To translate Visualforce email templates based on recipients' or related objects' languages, use the
<messaging:emailTemplate> tag's language attribute (valid values: Salesforce supported language keys,
for example, “en-US”). The language attribute accepts merge fields from the email template's recipientType

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and relatedToType attributes. You create custom language fields for use in the merge fields. The Translation
Workbench is required to translate email templates.

See Also:
Creating HTML Email Templates
Creating Custom HTML Email Templates
Developer's Guide: Visualforce Developer's Guide

Creating Custom HTML Email Templates

Available in: All Editions except Database.com
Mass email not available in: Personal, Contact Manager, and Group Editions
HTML and Visualforce email templates not available in: Personal Edition

User Permissions Needed

To create or change custom HTML email templates: “Edit HTML Templates”
To create or change public email template folders: “Manage Public Templates”

To create a custom HTML email template:

1. Do one of the following:

2. Click New Template.

3. Choose Custom (without using Letterhead) and click Next.
4. Choose a folder in which to store the template.
5. Select the Available For Use checkbox if you would like this template offered to users when sending an email.
6. Enter an Email Template Name.
7. If necessary, change the Template Unique Name. This is a unique name used to refer to the component when using
the Force.com API. In managed packages, this unique 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 the Template
Unique Name field, a developer can change certain components’ names in a managed package and the changes are reflected
in a subscriber’s organization.
8. Select an Encoding setting to determine the character set for the template.
9. Enter a Description of the template. Both template name and description are for your internal use only. The description
is used as the title of any email activities you log when sending mass email.
10. Click Next.
11. Enter the Subject to appear in the email you send.
12. Enter the HTML source text to appear in the message you send. This should include all the HTML tags.

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Note: If you are including an image, we recommend uploading it to the Documents tab so that you can reference
the copy of the image that is on our server. For example:

13. Optionally, enter merge fields in the template subject and body. These fields will be replaced with information from your
lead, contact, account, opportunity, case, or solution when you send an email.
14. Click Next.
15. Optionally, enter the text-only version of your email or click Copy text from HTML version to automatically paste the
text from your HTML version without the HTML tags. The text-only version is available to recipients who are unable
to view HTML emails.

Warning: Salesforce.com recommends that you leave the text-only version blank. If you leave it blank, Salesforce
automatically creates the text-only content based on the current HTML version. If you don't leave the text-only
version blank and instead manually enter content, subsequent edits to the HTML version aren't reflected in the
text-only version.

16. Click Save.

Tip: Click Send Test and Verify Merge Fields to view a sample of the template populated with data from records
you choose and send a test email.

Note: Users cannot modify the content of a custom HTML template when they select it for use in an email.

See Also:
Creating HTML Email Templates
Creating Visualforce Email Templates

Creating HTML Email Templates

Available in: All Editions except Database.com
Mass email not available in: Personal, Contact Manager, and Group Editions
HTML and Visualforce email templates not available in: Personal Edition

User Permissions Needed

To create or change HTML email templates: “Edit HTML Templates”
To create or change public email template folders: “Manage Public Templates”

To create an HTML email template:

1. Do one of the following:

• If you have permission to edit public templates, from Setup, click Communication Templates > Email Templates.

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• If you don’t have permission to edit public templates, 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. Then from the
left side of the page, click Email > My Templates.

2. Click New Template.

3. Choose HTML (using Letterhead) and click Next.
4. Choose a folder in which to store the template.
5. Select the Available For Use checkbox if you would like this template offered to users when sending an email.
6. Enter an Email Template Name.
7. If necessary, change the Template Unique Name. This is a unique name used to refer to the component when using
the Force.com API. In managed packages, this unique 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 the Template
Unique Name field, a developer can change certain components’ names in a managed package and the changes are reflected
in a subscriber’s organization.
8. Select a Letterhead. The letterhead decides the logo, page color, and text settings of your email.
9. Select the Email Layout. The email layout determines the columns and page layout of the message text. Click View
Email Layout Options to see samples.
10. Select an Encoding setting to determine the character set for the template.
11. Enter a Description of the template. Both template name and description are for your internal use only. The description
is used as the title of any email activities you log when sending mass email.
12. Click Next.
13. Enter the Subject to appear in the email you send.
14. Enter the text to appear in the message you send. Click any section and begin entering text for your message. To prevent
users from editing a section when using this template, click the padlock icon.
15. Change the style of your text by selecting the text and using the format toolbar. See Using the Format Toolbar for instructions
on the format toolbar.
16. Optionally, enter merge fields in the template subject and body. These fields will be replaced with information from your
lead, contact, account, opportunity, case, or solution when you send an email.
17. Click Next.
18. Optionally, enter the text-only version of your email or click Copy text from HTML version to automatically paste the
text from your HTML version without the HTML tags. The text-only version is available to recipients who are unable
to view HTML emails.

19. Click Save.

Tip: Click Send Test and Verify Merge Fields to view a sample of the template populated with data from records
you choose and send a test email.

See Also:
Creating Custom HTML Email Templates
Creating Visualforce Email Templates

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Merge Fields for Email Templates

Available in: All Editions except Database.com
Mass email not available in: Personal, Contact Manager, and Group Editions
HTML and Visualforce email templates not available in: Personal Edition

A merge field is a field you can put in an email template, mail merge template, custom link, or formula to incorporate values
from a record.
You can use merge fields in the subject and body of custom HTML templates.

Syntax and Formatting

When you insert a merge field in an email template, the syntax consists of an open curly brace and exclamation point, followed
by the object name, a period, the field name and a closing curly brace. For example, if you want to include the account number
of your recipient, you could enter ID: {!Account.AccountNumber}, and your recipient’s email will display ID:
001234567890123.
The syntax for a merge field may differ, depending on where you’re using it in Salesforce. To ensure that you’re using the
correct syntax, select merge fields from the drop-down list in the editor where you’re using the merge field. Most merge fields
for email templates correspond directly with email template fields.
Important:
• If a standard object and custom object have matching names or labels, only the standard object's fields display
when you select from Available Merge Fields.
For example, if you have a custom object and a standard object both called Quote, you won’t be able to select the
custom object. To ensure that you can select merge fields from either object, add a character to make the custom
object’s name and label unique, such as Quote2.
• If two or more custom objects have matching names or labels, only one of the objects displays when you select
from Available Merge Fields. Ensure that all custom objects have unique names and labels so that you can select
merge fields from any of the objects.

Tips
General Tips
• In email templates, you can add substitute text to any merge field. Substitute text displays in a sent email if the merge
record does not contain data for that field. To add substitute text, place a comma after the field name and enter the
text before the closing bracket, for example: Dear {!Contact.FirstName, Valued Customer}. When you
save the template, the merge field appears in the template as Dear {!BLANKVALUE(Contact.FirstName,
"Valued Customer")}. In this example, if there is no information in the First Name field of the contact record,
the email you create with your template will begin with “Dear Valued Customer”.
• The {!Receiving_User.field_name} and {!Sending_User.field_name} merge fields work only for mass
email and are unavailable in Visualforce email templates.
• User fields are also known as Sending User fields for administrators and users with the “Manage Users” permission.
Use them in email templates when referencing the person sending the email.
• Administrators and users with the “Manage Users” permission can use Receiving User merge fields for email templates
to reference the recipient of the email.
• The Created Date and Last Modified Date fields display only the date, not the date and time.
• If your template contains a merge field for which there is no data in a particular record, that field does not appear in
the email you send. To find blank fields, modify your recipient list view to search for the merge fields you are using

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in your template, and enter the criterion “<field> equals,” leaving the third field blank. Edit those records that have
blank fields before you send your emails.

Accounts
When account merge fields are included in an email template and this template is selected after a contact is added to
the email To field, the account merge fields are populated from the contact's account, not the case's account.

Approvals
• Approval process merge fields can be used in email templates, but not mail merge templates.
• With the exception of {!ApprovalRequest.Comments}, approval merge fields named
{!ApprovalRequest.field_name} return values only when used in an approval assignment email template.
When used in templates for other email alert actions—in workflow rules or approval processes—the approval merge
fields return null.
• The {!ApprovalRequest.Comments} merge field returns only the most recently entered comment in emails for
an approval step that requires unanimous approval from multiple approvers.

Campaigns
• Campaign and campaign member merge fields can be used in email templates, but not mail merge templates.
• Campaign member merge fields cannot be used with other types of merge fields in the same email template. For
example, if you create an email template using a campaign member merge field and you want to include the title of
the recipient, use {!CampaignMember.Title} instead of {!Lead.Title} or {!Contact.Title}.

Cases
If you have enabled Email-to-Case or On-Demand Email-to-Case, you can create email templates that support agents
can use to respond to case emails. These templates can include merge fields that display information from the original
email in the response.

Connection Finder
Custom email templates must contain the survey URL. {!Contact.PartnerSurveyURL} is available as a contact
merge field when creating templates.

Contacts
Templates with contact merge fields can be used to generate email documents for leads. Likewise, you can use lead
templates to generate contact emails and documents.
Note: You can only use standard fields when generating email for leads or contacts.

Opportunities
Merge fields for products on opportunities are only available to organizations that have enabled products and can only
be used in mail merge templates, but not email templates.

Merge Fields for Visualforce Email Templates

Available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions
Mass email not available in: Personal, Contact Manager, and Group Editions

A merge field is a field you can put in an email template, mail merge template, custom link, or formula to incorporate values
from a record.

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Syntax and Formatting

Merge fields for Visualforce email templates use the same expression language as formulas:

{!Object_Name.Field_Name}

For example, you can start your email template with Hello, {!Contact.FirstName}. When you send the template, each
recipient will see their first name in place of the merge field. If your recipient’s first name is John, he will see Hello, John!
when he opens the email.

Tips
• You can’t send a mass email using a Visualforce email template. {!Receiving_User.field_name} and
{!Sending_User.field_name} are used for mass email and aren’t available for Visualforce email templates.
• To translate Visualforce email templates based on recipients’ or related objects’ languages, use the
<messaging:emailTemplate> tag’s language attribute. Valid values are Salesforce-supported language keys, such as
“en-us” for English (US). The language attribute accepts merge fields from the email template’s recipientType and
relatedToType attributes. You create custom language fields for use in the merge fields. The Translation Workbench
is required to translate email templates.

See Also:
Creating Visualforce Email Templates
Developer's Guide: Visualforce Developer's Guide

Merge Fields for Mail Merge Templates

Available in: All Editions except Database.com

A merge field is a field you can put in an email template, mail merge template, custom link, or formula to incorporate values
from a record.

Syntax and Formatting

Mail merge templates are created by uploading documents to Salesforce from your desktop. The syntax for these merge fields
is OBJECT_FIELD_NAME or FIELD_NAME. Merge fields for mail merge templates must:
• Be unique
• Contain only letters, numbers, and the underscore (_) character
• Not exceed 40 characters
For example: AccountNumber. To ensure you’re using the correct syntax, use Connect for Office to insert merge fields into
your mail merge template.

Compatibility with Other Features

• For opportunity mail merges, you can use contact merge fields to merge additional information about a related contact.
• Merge fields for products on opportunities are only available to organizations that have enabled products.
• Approval process merge fields can be used in email templates, but not mail merge templates.
• Campaign and campaign member merge fields cannot be used in mail merge templates.

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Tips
Templates with contact merge fields can be used to generate mail merge documents for leads. Likewise, you can use lead
templates to generate contact documents.
Note: You can only use standard fields when generating mail merge documents for leads or contacts.

Managing Version Settings for Visualforce Email Templates

Available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions
Mass email not available in: Personal, Contact Manager, and Group Editions

User Permissions Needed

To set version settings for Visualforce email templates: “Customize Application”

To aid backwards-compatibility, each Visualforce email template is saved with version settings for the specified version of
Visualforce and the API. If the Visualforce email template references installed managed packages, the version settings for each
managed package referenced by the Visualforce component are saved too. This ensures that as Visualforce, the API and the
components in managed packages evolve in subsequent versions, a Visualforce email template is still bound to versions with
specific, known behavior.
A package version is a number that identifies the set of components uploaded in a package. The version number has the format
majorNumber.minorNumber.patchNumber (for example, 2.1.3). The major and minor numbers increase to a chosen value
during every major release. The patchNumber is generated and updated only for a patch release. Publishers can use package
versions to evolve the components in their managed packages gracefully by releasing subsequent package versions without
breaking existing customer integrations using the package.
To set the Salesforce API and Visualforce version for an existing Visualforce email template:

1. Do one of the following:

2. Click the Email Template Name for the Visualforce email template.
3. Click Edit Template and then click Version Settings.
4. Select the Version of the Salesforce API. This is also the version of Visualforce used with this template.
5. Click Save.

To configure the package version settings for a Visualforce email template:

1. Do one of the following:

2. Click the Email Template Name for the Visualforce email template.

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3. Click Edit Template and then click Version Settings.

4. Select a Version for each managed package referenced by the Visualforce email template. This version of the managed
package will continue to be used by the Visualforce email template if later versions of the managed package are installed,
unless you manually update the version setting. To add an installed managed package to the settings list, select a package
from the list of available packages. The list is only displayed if you have an installed managed package that is not already
associated with the Visualforce email template.
5. Click Save.

Note the following when working with package version settings:

• If you save a Visualforce email template that references a managed package without specifying a version of the managed
package, the Visualforce email template is associated with the latest installed version of the managed package by default.
• You cannot Remove a Visualforce email template's version setting for a managed package if the package is referenced by
the Visualforce email template.

See Also:
Creating Visualforce Email Templates
Creating HTML Email Templates
Creating Custom HTML Email Templates

Administering Salesforce for Outlook

Salesforce for Outlook System Requirements

Available in: Group, Professional, Enterprise, Performance, Unlimited, Developer, and Contact Manager Editions; and
Trial organizations
Salesforce Side Panel available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

Before you download and install Salesforce for Outlook v2.3.2 or later, make sure your system meets these requirements.

Your Must be any of these desktop versions of

Default email program Microsoft® Outlook® using either Microsoft Exchange Online or Microsoft Exchange Server, along
with the latest hot fixes.
• 2013
• 2010
• 2007

Salesforce for Outlook supports Outlook 2013 installed using Click-to-Run (a streaming installer
for Microsoft Office).

Operating system Microsoft Windows®, along with the latest hot fixes.
• Windows 8
• Windows 7
• Windows Vista® (32-bit only)
• Windows XP (32-bit only)

We don’t support using Salesforce for Outlook with Apple® Mac OS®.

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Other Requirements for Servers, Installers, and Single Sign-On

For It’s important to know that

Server configurations We support using these systems that connect to the Internet through a proxy server.
• Automatic proxy detection
• Manual proxy
• NTLM proxy authentication

We don’t support using:

• IMAP and POP3 email servers
• Terminal servers, such as Citrix® servers

Installers If you’re an administrator and plan to use the .msi installer, you may need to install the following
additional tools:
• Microsoft .NET Framework 4
• Microsoft Visual Studio® 2010 Tools for Office Runtime
• Primary Interop Assemblies (PIA) Redistributable for your version of Microsoft Outlook
Microsoft® Windows Vista® and Windows 7 .msi users must run the command prompt as an
administrator and then launch the installer from the command line, such as from the command
msiexec /i SalesforceForOutlook.msi.
Single Sign-On We support using either:
• Delegated authentication
• Security Assertion Markup Language (SAML) with My Domain

We don’t support using a separate online identity provider for single sign-on.

See Also:
Salesforce for Outlook Supported Languages

Salesforce for Outlook Configurations Overview

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

User Permissions Needed

To view configurations: “View Setup and Configuration”
To create, edit, or delete configurations: “Manage Email Client Configurations”

If your organization uses Professional, Enterprise, Unlimited, Performance, or Developer Editions, you’ll use
Salesforce for Outlook configurations.
A Salesforce for Outlook configuration is a set of parameters that determine the data that Salesforce for Outlook users can
sync between Microsoft® Outlook® and Salesforce. You can create multiple configurations to simultaneously suit the needs
of different types of users. For example, an opportunity team might want to sync everything, while a manager might only want
to sync events. Users may be able to edit some of their own settings.
To manage your configurations, click Desktop Administration > Outlook Configurations.

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If you want to A configuration,

Create Click New Outlook Configuration.
Edit Click Edit.
Delete Click Del.
View details Click its name.
about
Clone Select the configuration you want to clone and click Clone.
Activate Click Edit next to the configuration, select Active, and click Save.
Deactivate Click Edit next to the configuration, deselect Active, and click Save. If the configuration’s users are listed
on another active configuration through a profile, that configuration is used the next time they open Outlook.
Otherwise, removed users are unable to use Salesforce for Outlook.

See Also:
Creating Salesforce for Outlook Configurations
Defining Data Sets for Salesforce for Outlook
Default Salesforce for Outlook Configuration

Creating Salesforce for Outlook Configurations

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

User Permissions Needed

To view configurations: “View Setup and Configuration”
To create, edit, or delete configurations: “Manage Email Client Configurations”

1. From Setup, click Desktop Administration > Outlook Configurations.

2. Click New Outlook Configuration.
3. Enter a name and description of the configuration.
4. Select Active to activate the configuration.
5. Make sure Notify of product updates is selected if you want users to see system tray alerts when new versions of
Salesforce for Outlook are available for download. Users are alerted every 14 days until they download the new version or
hide system tray alerts.
6. Depending on the configuration, you’ll need to define some or all of these settings.

• Assigned users and profiles

• Email-related options for the Salesforce Side Panel, as well as add email and create cases
• Sync direction
• Conflict behavior
• Field mappings
• Matching criteria
• Modification permissions

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• Advanced settings

7. Click Save.
8. Define data sets.

When users log in to Salesforce from the Salesforce for Outlook setup wizard, these settings take effect immediately. If you
deactivate a configuration and the assigned users are listed on another active configuration through a profile, the active
configuration is used the next time they open Outlook.

See Also:
Default Salesforce for Outlook Configuration

Assigning Users to Salesforce for Outlook Configurations

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

User Permissions Needed

To view configurations: “View Setup and Configuration”
To create, edit, or delete configurations: “Manage Email Client Configurations”

After you define basic information for a Salesforce for Outlook configuration, you select the Salesforce for Outlook users that
the configuration’s settings will apply to.

1. From Setup, click Desktop Administration > Outlook Configurations.

2. If you’re modifying an existing Outlook configuration, click Edit next to the one you want to modify. Otherwise, click
New Outlook Configuration, and complete any required fields.
3. In the Assign Users and Profiles section, select either Profiles or Users in the Search drop-down list.
4. If you don’t see the member you want to add, enter keywords in the search box and click Find.
5. Select members from the Available Members box, and click Add to add them to the group. If all available users are assigned
to this configuration, the Users list is empty and you can only assign profiles.
6. To remove members, select those members and click Remove. If removed users are assigned to another active configuration
through a profile, that other configuration is used the next time they open Outlook. Otherwise, removed users are unable
to use Salesforce for Outlook.
7. Click Save. All changes take effect the next time data syncs for the users in this configuration. If you assign a user who is
already assigned to a different configuration, that user is removed from the other configuration and assigned to this one.
If an assigned user is also part of a profile assigned to another active configuration, the configuration that lists the user
directly is used.

See Also:
Creating Salesforce for Outlook Configurations
Salesforce for Outlook Configurations Overview
Enabling Email Options for Salesforce for Outlook

Defining Data Settings for Salesforce for Outlook

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

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User Permissions Needed

To view configurations: “View Setup and Configuration”
To create, edit, or delete configurations: “Manage Email Client Configurations”

Data settings control the sync behavior and email functionality of Salesforce for Outlook. You can define the following settings
using the Data Settings fields in a Salesforce for Outlook configuration.

Enabling Email Options for Salesforce for Outlook

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

User Permissions Needed

To view configurations: “View Setup and Configuration”
To create, edit, or delete configurations: “Manage Email Client Configurations”
To enable Add Email, Side Panel, and Create Case: “Customize Application”

You can set up Salesforce for Outlook email options for:

• Adding emails from Outlook to Salesforce

• Displaying the Salesforce Side Panel in Microsoft® Outlook®
• Creating Salesforce cases from Outlook emails

Enabling the Add Email Feature

This adds the Add Emails and Send and Add buttons to Outlook, and lets your users add up to 10 emails simultaneously to
Salesforce.
Emails that you add using Salesforce for Outlook are saved in Salesforce and assigned to other records based on your My
Email to Salesforce settings.
1. From Setup, click Desktop Administration > Outlook Configurations.
2. If you’re modifying an existing Outlook configuration, click Edit next to the one you want to modify. Otherwise, click
New Outlook Configuration, and complete any required fields.
3. Select Add Email.
4. Click Save.
5. If you don’t already have Email to Salesforce enabled, click Enable in the popup message to enable both features.

Enabling the Salesforce Side Panel

Enabling the Salesforce Side Panel lets your users select an email in Outlook, and see Salesforce contacts and activities related
to that email.

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1. From Setup, click Desktop Administration > Outlook Configurations.

Enabling the Create Case Feature

This adds the Create Cases drop-down list button to Outlook, and lets your users create Salesforce cases from Outlook emails.
Note: Before you can enable the Create Case feature, review and complete the procedures in Setting Up Create Case
for Salesforce for Outlook Users on page 216. Then, return to this topic to complete the following procedure.

1. From Setup, click Desktop Administration > Outlook Configurations.

2. If you’re modifying an existing Outlook configuration, click Edit next to the one you want to modify. Otherwise, click
New Outlook Configuration, and complete any required fields.
3. Select Create Case. Then, choose one of the following links.
• Recommended: Choose an Existing Create Case Destination, which lets you choose existing destinations. You can
choose up to 10 destinations for each Outlook configuration.
• Create a New Create Case Destination. If you need to create a new one, you need to first save your work, create the
new destination, and then return to the Outlook Configuration page to complete the Create Case setup requirements.

4. Click Save.

See Also:
Creating Salesforce for Outlook Configurations
Assigning Users to Salesforce for Outlook Configurations

Learning How Enabling Recurring Events Affects Users

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

Your Salesforce and API users can expect the following changes after you enable the Salesforce for Outlook Recurring Events
feature.

For You should know that

Salesforce users Changes made to a series don’t affect past events.
Changes made to the following fields in an event series override changes previously made to single events.
• Event start or end time
• All-day event
• Frequency
• Recurrence start date, if a user sends updates to invitees

In addition, if users change any of those fields, all events in the series are deleted and re-created. As a
result, the status of all invitees is reset to Not Responded.
API users After users start syncing recurring events, the following read-only API objects appear in the API.
• EventRecurrenceException

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For You should know that

• TaskRecurrenceException

See Also:
Enabling Email Options for Salesforce for Outlook
Salesforce for Outlook Configurations Overview

Setting Up Create Case for Salesforce for Outlook Users

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

The Create Case feature in Salesforce for Outlook lets users create cases in Salesforce from emails in Microsoft® Outlook®.
As an administrator, you can create Email-to-Case destinations that appear in the drop-down list button Create Cases in
Outlook. For each destination, you choose the assignee, which can be either individual users or queues. You can add up to 10
destinations for each Outlook configuration. When users create cases, they can add up to 10 emails simultaneously for each
destination.
Before Salesforce for Outlook users can create cases from Outlook emails, you’ll need to perform the following procedures.

1. If you haven’t already done so, enable and configure On-Demand Email-to-Case.
2. Define Email-to-Case destinations (also known as email routing addresses).
3. Enable the Create Case feature in your configurations, which adds the Create Cases drop-down list button in Outlook.

Salesforce for Outlook assigns a category to the emails that Salesforce for Outlook users add as cases to Salesforce. This
category, Added to Salesforce as a case, makes it easy for users to search for emails they added as cases to Salesforce.

See Also:
Creating Salesforce for Outlook Configurations
Enabling Email Options for Salesforce for Outlook

Defining Sync Directions for Salesforce for Outlook

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

User Permissions Needed

To view configurations: “View Setup and Configuration”
To create, edit, or delete configurations: “Manage Email Client Configurations”

Sync direction indicates the direction data flows when Salesforce for Outlook syncs data.

1. Click Desktop Administration > Outlook Configurations.

2. Create or edit a configuration, and select one of these sync directions under Data Settings for each object being synced.

• Don't sync—Outlook and Salesforce records aren't synced, and you can't select an Outlook folder to sync within
the setup wizard.

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• Salesforce.com to Outlook—When data first syncs, a record in Salesforce creates or updates a record in
Outlook. During future syncs, changes made to Salesforce records appear in Outlook, regardless of whether the Outlook
version of the record has changed. In addition, deleting a synced record in Salesforce deletes its Outlook counterpart.
Outlook changes are never sent to Salesforce. The required conflict behavior setting for this option is Salesforce
always wins.
• Outlook to salesforce.com—During its first sync, a record in Outlook creates or updates a record in Salesforce.
During future syncs, changes made to Outlook records appear in Salesforce, regardless of whether the Salesforce version
has changed. In addition, deleting a synced record in Outlook deletes its Salesforce counterpart. Salesforce changes are
never sent to Outlook. The required conflict behavior setting for this option is Outlook always wins. This option
isn't available for contacts.
• Sync both ways—When records sync, changes to Outlook records are reflected in Salesforce, and vice versa. If
records conflict, the conflict behavior setting determines which record wins.

3. Click Save. All changes take effect the next time data syncs for the users in this configuration.
4. Define a data set for each object that has a sync direction.

See Also:
Salesforce for Outlook Configurations Overview
Enabling Email Options for Salesforce for Outlook
Creating Salesforce for Outlook Configurations
Defining Data Sets for Salesforce for Outlook

Defining Conflict Behavior for Salesforce for Outlook

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

User Permissions Needed

To view configurations: “View Setup and Configuration”
To create, edit, or delete configurations: “Manage Email Client Configurations”

Conflict behavior settings determine what happens when Salesforce for Outlook encounters a conflict when syncing data both
ways. A conflict occurs when the same record is updated in both Salesforce and Outlook or when a record is updated on one
side and deleted on the other.

1. From Setup, click Desktop Administration > Outlook Configurations.

2. Edit a configuration, and select one of the following conflict behaviors under Data Settings for Contacts, Events, and
Tasks.

• Salesforce always wins

• Outlook always wins

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3. Click Save. All changes take effect the next time data syncs for the users in this configuration.

See Also:
Salesforce for Outlook Configurations Overview
Creating Salesforce for Outlook Configurations
Mapping Fields for Salesforce for Outlook
Defining Sync Directions for Salesforce for Outlook

Mapping Fields for Salesforce for Outlook

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

User Permissions Needed

To view configurations: “View Setup and Configuration”
To create, edit, or delete configurations: “Manage Email Client Configurations”

Field mappings define which Salesforce and Outlook fields correspond when records sync with Salesforce for Outlook.
Salesforce comes with a set of default mappings. You may be able to change some of them.
To map fields:

1. Click Desktop Administration > Outlook Configurations

2. Under Data Settings, click Edit Field Mappings to display the list of available fields.
3. Choose a field from the Salesforce Field picklist. This list displays the names of all Salesforce fields that haven't yet
been mapped.

Warning: If you map a custom field that is universally required, make sure it has a default value to avoid errors.
Also, note that mapping custom fields that require validation by Salesforce may cause sync errors. For example,
if you map a custom Salesforce field that requires a unique value, you'll get a uniqueness error when you sync if
you enter a non-unique value in the Outlook field.

4. Choose a field from the Outlook Field picklist next to the selected Salesforce.com field. This list displays the names
of all standard Outlook fields that haven't yet been mapped and that match the data type of the corresponding Salesforce
field.
5. To map a Salesforce field to a custom Outlook field, select Custom Field... from the end of the corresponding
Outlook Field picklist. Enter the field's name and click OK.

The custom field must already exist in Outlook. Letters are not case-sensitive, and these characters aren't allowed: [, ], _,
#. The first sync validates that the custom Outlook field exists and then maps it to the Salesforce field. Custom Outlook
fields use a string data type. Note that we only allow custom fields for Salesforce text fields and non-restricted picklists.
6. To remove a field mapping, click the delete icon to the right of the mapping. To redo the mapping, just add a new mapping
to the bottom of the list. To view your mappings, click View under Field Mapping on the detail page.
7. Click Save. All changes take effect the next time data syncs for the users in this configuration.

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Note: You can map custom Salesforce fields to standard or custom Outlook fields. You can't map picklist values.

See Also:
Creating Salesforce for Outlook Configurations
Salesforce for Outlook Configurations Overview
Defining Matching Criteria for Salesforce for Outlook
Defining Conflict Behavior for Salesforce for Outlook

Defining Matching Criteria for Salesforce for Outlook

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

User Permissions Needed

To view configurations: “View Setup and Configuration”
To create, edit, or delete configurations: “Manage Email Client Configurations”

If Salesforce for Outlook finds multiple matching contacts when a contact first syncs from Outlook, we pick a Salesforce
contact based on the matching criteria you define here.

1. From Setup, click Desktop Administration > Outlook Configurations.

2. Edit a configuration, and select one of these matching criteria options under Data Settings for contacts.

• Most recent activity—Choose the Salesforce contact that shows the most recent activity (such as a phone call
or email), as shown in the contact's Activity History related list. This is the default matching option.
• Last updated—Choose the Salesforce contact that was most recently modified.
• Oldest—Choose the Salesforce contact that has the earliest creation date.

3. Click Save. All changes take effect the next time data syncs for the users in this configuration.

If we don't find a matching contact in Salesforce, we create a new contact that syncs with the Outlook contact. We then either
automatically assign the synced contact to a Salesforce account, leave it unassigned, or place it in the user's My Unresolved
Items page to be manually assigned.

See Also:
Creating Salesforce for Outlook Configurations
Salesforce for Outlook Configurations Overview
Mapping Fields for Salesforce for Outlook

Letting Users Modify Salesforce for Outlook Settings

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

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User Permissions Needed

To view configurations: “View Setup and Configuration”
To create, edit, or delete configurations: “Manage Email Client Configurations”

1. From Setup, click Desktop Administration > Outlook Configurations.

2. Edit a configuration, and select any of the following options under Data Settings for each object being synced. You can
allow users to modify:

• Whether object is synced

• Sync direction
• Conflict behavior
• Field mappings

3. Click Save. All changes take effect the next time data syncs for the users in this configuration.
You can overwrite users’ modifications any time by selecting Overwrite configuration changes made by users
in a configuration. After you save the updated configuration, the new settings replace the existing settings for users of the
configuration the next time their data syncs.

Defining Advanced Settings for Salesforce for Outlook

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

User Permissions Needed

To view configurations: “View Setup and Configuration”
To create, edit, or delete configurations: “Manage Email Client Configurations”

Use advanced settings in a Salesforce for Outlook configuration to customize the default behavior of Salesforce for Outlook,
such as setting the maximum size of the sync log. Click Edit to change the value of an advanced setting or Remove to remove
it from the configuration.

1. From Setup, click Desktop Administration > Outlook Configurations.

2. If you’re modifying an existing Outlook configuration, click Edit next to the one you want to modify. Otherwise, click
New Outlook Configuration, and complete any required fields.
3. Click Add Advanced Setting in the Advanced Settings section of an Outlook configuration.
4. Choose one of these settings and enter a value.

Advanced Setting This setting indicates

HTTPTimeout The number of seconds Salesforce for Outlook waits while trying to establish an HTTP
connection with Salesforce. The value must be between 15 and 360 seconds, and the default
is 30.

MaxLogFileSize The maximum file size of the sync log you'll maintain. Value must be between 1 and 128 MB,
and the default is 1.

MaxRetries The number of times Salesforce for Outlook tries to connect to Salesforce. The value must be
between 0 and 10, and the default is 3.

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5. Click OK.
6. Click Save. All changes take effect the next time data syncs for the users in this configuration.

See Also:
Creating Salesforce for Outlook Configurations
Salesforce for Outlook Configurations Overview
Defining Data Sets for Salesforce for Outlook

Default Salesforce for Outlook Configuration

Available in: Contact Manager and Group Editions

If your organization uses either Contact Manager or Group Editions, you’ll use the default Salesforce for Outlook configuration,
which includes these settings for your users..

The setting for Is

Add Email Enabled if Email to Salesforce is turned on.
Contacts • Sync Direction—Sync both ways
• Conflict Behavior—Outlook always wins
• Filters

Contacts: User's Records

Contacts on Accounts: User's Records
Contacts in Chatter: Records User is Following

• Field Mapping—Default settings

• Matching Criteria—Most recent activity

Events • Sync Direction—Sync both ways

• Conflict Behavior—Outlook always wins
• Filters

User's Records
Date greater or equal to LAST 30 DAYS

• Field Mapping—Default settings

Tasks • Sync Direction—Sync both ways

• Conflict Behavior—Salesforce always wins
• Filters

User's Records
Due date greater or equal to LAST 30 DAYS

• Field Mapping—Default settings

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Defining Data Sets for Salesforce for Outlook

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

User Permissions Needed

To view configurations: “View Setup and Configuration”
To create, edit, or delete configurations: “Manage Email Client Configurations”
To create, edit, or delete data sets: Sync Direction can’t be Don't sync

Data sets are subsets of the Salesforce records that Salesforce for Outlook users can sync. They consist of filters that limit
which records will sync. Each configuration must have a data set in order for users to sync with Outlook.
The Outlook Configuration detail page shows a summary of the configuration’s current filters.

1. From Setup, click Desktop Administration > Outlook Configurations.

2. Click the name of an Outlook configuration.
3. In the Data Sets related list, click Edit.
4. Specify filters.
5. To see how many items will sync, you can check the data set size.
6. Click Save.

See Also:
Sample Salesforce for Outlook Data Sets
Tips on Entering Salesforce for Outlook Contact Filters
Salesforce for Outlook Configurations Overview
Checking the Size of Salesforce for Outlook Data Sets

Learning about Data Sets for Salesforce for Outlook

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

User Permissions Needed

Data sets are subsets of the Salesforce records that Salesforce for Outlook users can sync. They consist of filters that limit
which records will sync.

Knowing What Syncs

Salesforce for Outlook syncs records based on definitions in data sets, along with records related to them.

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Understanding Limits to Data Sets

When using data sets, users can sync up to 5,000 records per filter between Microsoft® Outlook® and Salesforce at a time.
This means that if users have more than 5,000 records to sync based on the configuration of their data sets, Salesforce for Outlook
won't sync some of them. In addition, users may find that syncing these large quantities of records may slow down the sync
process. You can, however, increase the limits for the number of records users can sync. Just keep in mind that you can't reduce
the likelihood of the sync process slowing down.

Increasing Limits to Data Sets

If your users are working with more than 5,000 records, you can configure their data sets so that they can sync larger quantities
of records. To do this, you'll their edit data sets to include additional filters. For example, under Filter By Record Ownership
in the Contact Filters section, choose Selected Contacts. Then, choose User's Records under Contacts, Contacts on
Opportunities, and Contacts on Accounts. Because the data set now has three filters, your users can now sync up to 15,000
contact records.
Keep in mind that these various filters you set up won't necessarily select records that are mutually exclusive. Therefore, the
sync process might not sync exactly 15,000 records. To avoid this situation, you can further refine the group of contacts you
want to sync. Just define additional parameters under Filter By Additional Objects and Fields.
After defining the filters, you can get a record count for your users in the Data Set Size section. To do so, enter a user, and
then click Get Record Count. If your users still exceed sync limits for the filters you set up, you users may find that the sync
process selects records in a random fashion.

About Person Accounts

If your organization enabled person accounts and your users have more than 5,000 records in Salesforce, data sets work in a
different way. Specifically, Salesforce runs a query first on person accounts that match filter criteria, and then on contacts
assigned to these accounts. So it's possible for the sync process to reach the 5,000 record limit (including person accounts and
contacts) and not include some of the contacts your users would expect to sync.

See Also:
Configuring Contact Filters for Salesforce for Outlook
Entering Event Filters for Salesforce for Outlook
Entering Task Filters for Salesforce for Outlook
Checking the Size of Salesforce for Outlook Data Sets

Configuring Contact Filters for Salesforce for Outlook

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

User Permissions Needed

To view configurations: “View Setup and Configuration”
To create, edit, or delete configurations: “Manage Email Client Configurations”
To filter contacts by opportunity teams: “Opportunity Team Selling”
To filter contacts by account teams: “Account Teams”
To create, edit, or delete data sets: Sync Direction can’t be Don't sync

Data sets are subsets of the Salesforce records that Salesforce for Outlook users can sync. They consist of filters that limit
which records will sync. For example, you may want to let certain users sync all contacts, but let other users sync only contacts

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related to their opportunity teams. In addition, you can filter by the fields in the records, such as letting users sync only contacts
related to specific accounts and opportunities.
The Outlook Configuration detail page shows a summary of the configuration’s current filters.

1. Define a data set for a configuration.

2. Under Filter By Record Ownership, specify the contacts users can sync.
3. If you choose Selected Contacts, you can further limit which contacts users sync.

For To allow users to sync Select

Contacts All contacts that they own User's Records

All contacts they and their subordinates in the User's Team's Records
role hierarchy own
Contacts on Contacts related to their opportunities User's Records
Opportunities
Contacts related to opportunities that they and User's Team's Records
their subordinates in the role hierarchy own
Contacts related to opportunities of which they User's Opportunity Teams' Records
are members of opportunity teams, but not
opportunities that users own
Contacts on Accounts Contacts related to their accounts User's Records

Contacts related to accounts they and their User's Team's Records

subordinates in the role hierarchy own
Contacts related to accounts of which they are User's Account Teams' Records
a team member, but not accounts that users own

4. Under Filter By Additional Objects and Fields, add field-level filters you need.

a. Select an object and a field within that object.

b. Select the correct filter operator.
c. Enter a value for the selected field.

5. To add a new filter, click Add Row; to delete the last one in the list, click Remove Row.
6. Under Other Contacts to Include, you can choose to have Chatter contacts automatically sync for users of this configuration.
To do this, select Sync contacts users follow in Chatter.

See Also:
Tips on Entering Salesforce for Outlook Contact Filters
Defining Data Sets for Salesforce for Outlook
Checking the Size of Salesforce for Outlook Data Sets
Sample Salesforce for Outlook Data Sets

Tips on Entering Salesforce for Outlook Contact Filters

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

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Contact filters control the number of records that Salesforce for Outlook users can sync between Outlook and Salesforce. Note
the following when using contact filters.

• The criteria you specify are AND based. That is, if you specify more than one criterion, the result includes only records
that match all of the criteria.
• If entering a date, use the format allowed by your Locale setting. You can also use special date values like TODAY,
NEXT WEEK, NEXT YEAR, LAST <number> DAYS, and so on.
• Place quotation marks around numbers or other data that includes commas. For example Amount equals "10,000"
returns records that have an amount of $10,000 but Amount equals 10,000 returns $10,000 as well as $10 and $0.
• When you use the “less than,” "greater than,” “less or equal,” or “greater or equal” operators on fields that have numeric
values, records with blank or “null” values are returned as if their value is zero (0).
• To limit results to records that are blank or contain “null” values for a particular field, choose the field and the “equals” or
“not equal to” operators, leaving the third field blank. For example, Amount equals returns records with blank amount
fields. You can search for blank values or other specified values at the same time. For example, Amount equals 1,,2
returns records where the Amount is blank or contains the value “1” or “2”. For example, if you create a workflow a filter
for accounts with the criteria Annual Revenue less than 100000, account records match if their Annual
Revenue is blank.
• To search for phone numbers, include the exact phone number formatting or example, Phone starts with (561).
• Separate search terms by commas to filter by more than one value. You can enter up to 80 characters, including commas
and spaces. For example, to search for accounts in California, New York, or Washington, use State contains
CA,NY,WA.
• When you filter on standard long text area fields, such as Description, only the first 1000 characters of the field are
searched.
• You can use the Get Record Count button to check how many records will sync for a sample Salesforce for Outlook user
based on the configuration's filters.
• If you need to reference user information in your contact filters, you can add the following merge fields to them.

Merge Field Description

$User.ID References the ID of the current user. This merge field can
be applied to fields that contain a user lookup. The valid
operators for this merge field are Equals and Not Equal To.
When creating mobile view filters that reference an owner
field, you can only use the $User.ID merge field.
$User.Username References the username of the current user. This merge
field can be applied to any text or lookup field, except
picklists. The valid operators for this merge field are Equals,
Not Equal To, Greater Than or Equal, Less Than or Equal,
Contains, Does Not Contain, and Starts With.
$User.Firstname References the first name of the current user. This merge
field can be applied to any text or lookup field, except
picklists. The valid operators for this merge field are Equals,
Not Equal To, Greater Than or Equal, Less Than or Equal,
Contains, Does Not Contain, and Starts With.
$User.Lastname References the last name of the current user. This merge
field can be applied to any text or lookup field, except
picklists. The valid operators for this merge field are Equals,
Not Equal To, Greater Than or Equal, Less Than or Equal,
Contains, Does Not Contain, and Starts With.

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Merge Field Description

$User.Fullname References the first and last name of the current user. This
merge field can be applied to any text or lookup field, except
picklists. The valid operators for this merge field are Equals,
Not Equal To, Greater Than or Equal, Less Than or Equal,
Contains, Does Not Contain, and Starts With.

See Also:
Configuring Contact Filters for Salesforce for Outlook
Defining Data Sets for Salesforce for Outlook
Checking the Size of Salesforce for Outlook Data Sets

Entering Event Filters for Salesforce for Outlook

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

User Permissions Needed

Data sets are subsets of the Salesforce records that Salesforce for Outlook users can sync. They consist of filters that limit
which records will sync. For example, most users may sync only current and future events, while some users may need to also
sync past events. Salesforce for Outlook syncs events based on their end dates rather than their start dates. For example, if
you’re syncing current and future events only, a two-day event that started yesterday still syncs.
The Data Sets section of the Outlook Configuration detail page shows a summary of the configuration's current event filters.

1. Define a data set for a configuration.

2. Under Events, enter one of these filters in the Greater or equal to field.

• TODAY—Syncs events that end on or after today. The start time is 12:00 a.m.
• LAST MONTH—Syncs events that ended on or after the first day of last month.
• LAST N DAYS—Syncs events that ended on or after a specified number of days ago, such as LAST 30 DAYS.

3. You can use the Get Record Count button to check how many records will sync for a sample Salesforce for Outlook user
based on the configuration's filters.
4. Save the data set.

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Note: The following items don’t sync: all-day events beginning on the first day you’re configured to sync, and event
attendees. Multiday events sync as single events in either direction. Multi-day events do sync.

See Also:
Sample Salesforce for Outlook Data Sets
Checking the Size of Salesforce for Outlook Data Sets

Entering Task Filters for Salesforce for Outlook

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

User Permissions Needed

Data sets are subsets of the Salesforce records that Salesforce for Outlook users can sync. They consist of filters that limit
which records will sync. For example, most users may sync past-due tasks, while other users sync only current and future tasks.
Salesforce for Outlook syncs tasks based on their due dates rather than their start dates. For example, if you're syncing current
and future tasks only, a task that started yesterday still syncs.
The Data Sets section of the Outlook Configuration detail page shows a summary of the configuration's current task filters.
To enter task filters:

1. Define a data set for a configuration.

2. Under Tasks, enter one of these filters in the Greater or equal to field.

• TODAY—Syncs tasks that are due on or after today. The start time is 12:00 a.m.
• LAST MONTH—Syncs tasks that were due on or after the first day of last month.
• LAST N DAYS—Syncs tasks that were due on or after a specified number of days ago, such as LAST 30 DAYS.

3. You can use the Get Record Count button to check how many records will sync for a sample Salesforce for Outlook user
based on the configuration's filters.
4. Save the data set.

Note: Completed and recurring tasks and items flagged for follow-up on your Outlook To-Do list don’t sync.

See Also:
Salesforce for Outlook Configurations Overview
Sample Salesforce for Outlook Data Sets

Sample Salesforce for Outlook Data Sets

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

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Because Salesforce for Outlook users with the same role usually have similar data requirements, many administrators create
Outlook configurations based on the positions in their organization. Below are sample data sets for common Salesforce groups.
Your Outlook users have unique needs, but you can use these examples as a reference to help you get started with Outlook
configurations.
Sales Manager
Sales managers usually need to see records they own and the records of the users who report to them. In addition, they
need to see the latest contact information for anyone associated with large deals in the pipeline and any upcoming
meetings that might be related to these deals. They may also like to have their Chatter contacts in Outlook.
Sample Outlook Configuration for Sales Managers:

Contacts
Contacts: User's Records, User's Team's Records
Contacts on Opportunities: User's Team's Records
Contacts on Accounts: User's Team's Records
Contacts in Chatter: Records User is Following

Events
Events: User's Records
Date greater or equal TODAY
Tasks
Tasks: User's Records
Date greater or equal TODAY

Sales Engineer
Sales Engineers often only need the contacts owned by them and the other members of their opportunity teams. They
may also want their Chatter contacts, a record of the past month's meetings, and a schedule of all future meetings.
Sample Outlook Configuration for Sales Engineers:

Contacts
Contacts: User's Records
Contacts on Opportunities: User's Opportunity Teams' Records
Contacts in Chatter: Records User is Following

Events
Events: User's Records
Date greater or equal LAST MONTH

Tasks
Tasks: User's Records
Date greater or equal LAST MONTH

Account Executive
Account executives need to see contacts related to their accounts and opportunities. The opportunities are filtered so
only contacts related to open opportunities with a probability over 40% sync. They'd also like to sync their Chatter
contacts, all future meetings, and all meetings from the last two months.
Sample Outlook Configuration for Account Executives:

Contacts
Contacts on Opportunities: User's Records
(Probability (%) greater than 40) AND (Stage not equal to Closed Won,Closed Lost
Contacts on Accounts: User's Records
Contacts in Chatter: Records User is Following

Events
Events: User's Records
Date greater or equal LAST 60 DAYS

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Tasks
Tasks: User's Records
Date greater or equal LAST 60 DAYS

See Also:
Defining Data Sets for Salesforce for Outlook

Checking the Size of Salesforce for Outlook Data Sets

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

User Permissions Needed

To view Outlook data sets: “View Setup and Configuration”
To test Outlook data sets: “Manage Email Client Configurations”

You can use the Get Record Count button to check how many records will sync for a sample Salesforce for Outlook user
based on the configuration's filters. If the numbers are too high or low, you can adjust the filters and check the size again. The
maximum record count is 5000 per object.

1. Define a data set for a configuration.

2. Under Data Set Size, click the lookup icon next to the User field.
3. Select a user. To test maximum size, choose a user who owns a lot of records, even one who may not be currently assigned
to the configuration.
4. Click Get Record Count. The number of records that would sync between Outlook and Salesforce for that user appear.
5. Adjust the filters or selected user and retest the data set as needed. Nothing is saved until you click Save.

See Also:
Defining Data Sets for Salesforce for Outlook

Administering Connect for Outlook

Deploying Connect for Outlook System-Wide

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

Note: Wait! Before you continue using Connect for Outlook, upgrade to our latest Microsoft® Outlook® integration
application, Salesforce for Outlook, which is better, because it:

• Lets you choose to sync only some or all of your contacts, events, and tasks.
• Keeps Outlook and Salesforce in sync automatically.
• Includes the Salesforce Side Panel, which you use to view and work with Salesforce records directly in Outlook.
Take a look!

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Using the Salesforce Side Panel to Work with Records in Microsoft® Outlook® (2:18 minutes)

As an administrator, you can enforce data quality by controlling what users can do in regards to the movement of their data
when synchronizing contacts, tasks, and calendar events with Connect for Outlook. Follow these steps:

1. Start an Outlook client that has the Connect for Outlook add-in installed.
2. In Outlook, go to Tools > Salesforce Options.
3. In the Contacts, Events, and Tasks tabs, set the following fields as desired:

• Synchronize Data with Salesforce - Select this checkbox to allow users to synchronize that type of record.
If you deselect it, all Connect for Outlook features related to synchronization will be hidden from your users.
• Data Movement - Can be Export to Salesforce, Export with Overwrites to Salesforce, Import
from Salesforce, Import with Overwrites from Salesforce, or Synchronize with Salesforce.
These options determine how data moves between Salesforce and Connect for Outlook during synchronization.
• Always mark for sync - Select this checkbox to automatically select the Mark for Sync option on all newly
created items of the appropriate type that you save to your synchronization folder. For example, if you set this option
for contacts, any newly created contacts that you save to the synchronization folder are automatically included the next
time you sync with Salesforce. You can exclude an automatically-marked item from synchronization if you manually
unmark it.

Note: Records created or edited on the server or on other devices, such as a Blackberry, won't be marked for
sync.

• Click Advanced > Conflict and choose one of the following radio buttons: Ignore all conflicts, Notify me
when conflicts occur, Salesforce always wins, or Outlook always wins. These advanced options
determine how Connect for Outlook handles conflicts between Salesforce and Outlook data during synchronization.

4. Click the User Permissions tab. For reference, the Synchronization Settings area summarizes the settings you made in the
previous step.
5. In the User Permissions area, select or deselect the following settings:

• User can modify which objects are synchronized

• User can modify field mappings
• User can modify conflict resolution options
• User can modify the direction of synchronizations
• User can quick create

This setting enables the Quick Create links for accounts, contacts, and leads on the Add to Salesforce and Change
Associations dialog boxes.

6. Click the Show File button to open the settings file O_Dictionary.xml. If necessary, change the XOverrideOptions
attribute to OverrideOptions and change the OverrideOptions value to “true.” Save and close the file.
7. If you have not already prohibited user access to program files, do so now. At a minimum, deny write access to C:\Program
Files\salesforce.com.
8. Using a tool such as Microsoft Systems Management Server (SMS), distribute the XML file to your users in the following
directory: C:\Program Files\salesforce.com\O3.

Note: For Windows 2000 and XP users, note that this dictionary file takes precedence over the user-specific file
with the same name at C:\Documents and Settings\<user name>\Application
Data\salesforce.com\SM. For Windows Vista users, the user-specific file is located at C:\Users\<user
name>\AppData\Roaming\salesforce.com\SM.

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9. When they start Connect for Outlook, users will only be able to perform the operations that you have enabled and will
not have access to the User Permissions tab in the options dialog box.
For information on using registry keys to customize Connect for Outlook for your users, see the Administering Connect for
Outlook tip sheet.

See Also:
Tip sheet: Administering Connect for Outlook

Connect Offline

Desktop Client Access Overview

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

Connect for Outlook, Connect Offline, Connect for Office, and Connect for Lotus Notes are desktop clients that integrate
Salesforce with your PC. As an administrator, you can control which desktop clients your users can access as well as whether
users are automatically notified when updates are available. To set permissions for Salesforce for Outlook, use the “Manage
Email Client Configurations” permission.
You can set users' access to desktop client by editing their profiles.
The desktop client access options are:

Option Meaning
Off (access denied) The respective client download page in users’ personal settings is hidden.
Also, users can't log in from the client.
On, no updates The respective client download page in users’ personal settings is hidden.
Users can log in from the client but can't upgrade it from their current
version.
On, updates w/o alerts Users can download, log in from, and upgrade the client, but don't see
alerts when a new version is made available.
On, updates w/alerts Users can download, log in from, and upgrade the client. They can see
update alerts, and can follow or ignore them.
On, must update w/alerts Users can download, log in from, and upgrade the client. When a new
version is available, they can see an update alert. They can't log in from
the client until they have upgraded it.

Connect Offline is the only client available with Developer Edition. In Personal, Group, and Professional Editions, all users
have the system default “On, updates w/o alerts” for all clients.

Note:

• Desktop client access is available only for users whose profiles have the “API Enabled” permission.
• If users in your organization have a Connect for Outlook version earlier than 2.0 (such as version 115), and their
profile setting is “Off (access denied)” or “On, must update w/alerts,” the error Invalid Salesforce API

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request may occur when they attempt to log in to Connect for Outlook. Users with Connect for Outlook 2.0
or later will see an appropriate descriptive message.

If users can see alerts and they have logged in to Salesforce from the client in the past, an alert banner automatically appears
in the Home tab when a new version is available. Clicking the banner opens the Check for Updates page, where users can
download and run installer files. From their personal settings, users can also access the Check for Updates page, regardless of
whether an alert has occurred.

Installing Connect Offline

Available in: Enterprise, Performance, Unlimited, and Developer Editions
Available for an additional cost in: Professional Edition

User Permissions Needed

To view records in Connect Offline: “Read” on the appropriate type of record such as accounts,
contacts, or opportunities
To update records in Connect Offline: “Create,” “Edit,” or “Delete” on the appropriate type of record
such as accounts, contacts, or opportunities

Allocating Connect Offline Licenses

For organizations using Performance, Unlimited, Enterprise, and Developer Editions, salesforce.com provides one Connect
Offline license for each Salesforce license. Organizations using Professional Edition must purchase Connect Offline licenses
separately. Users without a Connect Offline license can use for a 30-day trial period.
To allocate a Connect Offline license to a user within your organization, edit the user's record and select the Offline User
checkbox. Users must have this checkbox selected to use Force.com Connect Offline.

Verifying System Requirements

The system requirements for Connect Offline are:
• Microsoft® Internet Explorer® 6, 7, or 8 (We don’t support other browsers, including Mozilla® Firefox®, Apple® Safari®,
and Google Chrome™.)
• Microsoft Windows® 2000, Windows XP, Windows Vista®, or Windows 7
Note: You can use the 64-bit version of Windows 2000, Windows XP, Windows Vista, or Windows 7, but along
with any of these, you must use the 32-bit version of Internet Explorer 8 with its Compatibility View option.

• 256 MB of RAM (512 MB recommended)

• 20 MB disk space minimum (250 MB recommended depending on the size of the briefcase)
• Intel® Pentium® II processor, 500 MHz or above

Installing an Individual Client

To download and install the Connect Offline client:
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:

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• If you clicked Setup, select Desktop Integration > Connect Offline.

• If you clicked My Settings, select Desktop Add-Ons > Connect Offline.

3. Click Install Now.

Note: You must have administrator privileges on the computer on which you install Connect Offline.

4. Click Yes when prompted to install and run the client.

5. Follow the prompts in the setup wizard to complete the installation.
6. Log in to Connect Offline to verify the installation.

Deploying Connect Offline System-Wide

If your organization uses Windows, network administrators can install Connect Offline on several machines at once. For mass
deployments, go to the Connect Offline page in your personal settings and click the link to download the zipped MSI package.
Tip: The login history lists the version of Connect Offline that each user is using.

Updating Connect Offline

Salesforce.com periodically releases Connect Offline updates and notifies users according to settings in their user profiles.

Sample Offline Data Sets

Many administrators create briefcase configurations based on the functional groups in their organization because users in the
same group usually have similar offline requirements for data. Below are sample data sets for common Salesforce groups. Your
Connect Offline users have unique needs, but you can use the examples as a reference to help you get started with data sets in
briefcase configurations.

Sales Manager
Sales managers usually need to see records they own and also the records of their subordinates. They also tend to closely
monitor large deals in the pipeline.
This briefcase configuration allows sales managers to see:
• The opportunities they own
• The opportunities owned by users who report to them in the role hierarchy
• All opportunities scheduled to close in the current quarter with an amount greater than $100,000
• All accounts related to the opportunities
• A subset of their contact and activity records

Figure 1: Sample Briefcase Configuration for Sales Managers

233
Set Up and Maintain Sales Tools Connect Offline

Sales Engineer
The sales engineer briefcase configuration retrieves opportunities owned by the other members of the user's opportunity team,
but does not include the user's records. The sales engineer briefcase configuration is opportunity-based because all accounts
and contacts included in the briefcase are related to the opportunities. The sales engineers would see:
• Up to 5000 opportunities they own and up to 5000 opportunities that list them on the opportunity team. These opportunities
must be either open or have a close date in the current month, the past two months, or up to 24 months in the future. If
more than 5000 opportunities exist, the 5000 most recently modified records are synchronized.
• All accounts, contacts, and opportunity products related to those opportunities
• A subset of tasks and events related to those opportunities

Figure 2: Sample Briefcase Configuration for Sales Engineers

Account Executive
The account executive briefcase configuration is account-based, which means the briefcase includes the user's accounts and
opportunities related to those accounts. The opportunities are filtered so that only open opportunities scheduled to close in
the current quarter are synchronized. The Task and Event child data sets retrieve all activities related to those opportunities,
not just the user's activities. Only open tasks and events from a two-month window are sent to the briefcase. The Task and
Event parent data sets pull down just the user's activities and restrict the activities to open tasks and events scheduled for the
next 30 days. The Contact data set delivers the user's contact records, but limits the record count to the 500 most recently
active contacts.

Figure 3: Sample Briefcase Configuration for Account Executives

234
Set Up and Maintain Sales Tools Monitoring Email

Monitoring Email

What Are Email Logs?

Available in: All Editions except for Database.com

User Permissions Needed

To access email logs: “Modify All Data”

Email logs are CSV files that contain information about all email sent through Salesforce over the last 30 days. Logs contain
data such as:

• The email address of each email sender and recipient

• The date and time each email was sent
• The delivery status of each email
• Any error code associated with each email

You can use email logs to troubleshoot encountered errors.

To manage email logs, from Setup, click Monitoring > Email Log Files or Logs > Email Log Files.

• To request a new email log, click Request an Email Log. Due to the volume of email processed through Salesforce, requests
are queued in the order that they are received. Email logs should be available within 30 minutes of your request.
• The pending email log requests list provides the status on email log requests that have not yet completed. You can have a
maximum of three pending log requests at any time.
• The email log errors list provides descriptions for requests that failed.

◊ To resubmit a request that failed, click Resubmit.

◊ To delete a request that failed, click Del.

Warning: You cannot resubmit a failed request if it requires data that has exceeded the 30 day limit, or if you
already have three pending requests.

• To download an email log, click Download (.zip). Email logs are CSV files contained within a compressed file that contains
a maximum of 100,000 records. Since email log requests return up to 500,000 records, there may be up to five .zip files to
download. Logs contribute to your overall file storage limits.
• To delete an email log, click Del.

For a summary of the information returned from an email log, see Viewing Email Logs on page 236.

Requesting an Email Log

Available in: All Editions except for Database.com

User Permissions Needed

To access email logs: “Modify All Data”

235
Set Up and Maintain Sales Tools Monitoring Email

To request a new email log for your organization:

1. From Setup, click Monitoring > Email Log Files or Logs > Email Log Files.
2. Click Request an Email Log.
You can have a maximum of three pending log requests at one time. If you already have three pending requests, you cannot
request another log until at least one of those requests completes.
3. Enter a Start Time and End Time range for the email log you want to retrieve. Email logs are available for messages
sent within the past 30 days prior to your request.

Note: Each email log can span a maximum of seven days. To see email log data from a period of time greater
than seven days, create multiple requests.

4. Optionally, you can filter an email log to only include rows where a specific domain name or email address appears in a
field, such as Recipient or Message ID Header. To enter more than one filter term, separate each value with a comma.
If you leave this field blank, the log is not filtered and all email addresses are returned within the specified time range.
5. Enter the email addresses that you want to receive notification when the email log request is complete. Separate each email
address with a comma.

To clear a request and return to the email log overview page, click Cancel.

Viewing Email Logs

Available in: All Editions except for Database.com

User Permissions Needed

To access email logs: “Modify All Data”

The following table describes the format of the log file and lists examples of its fields:

Column Field Description Example

A Date/Time The date and time the 3/06/2009 13:37
message was sent in GMT
B Internal Message ID The unique internal ID of the 16/A4-20983-88E21E84
message
C Mail Event Indicates the final email event T
in the mail server. Events can
be one of the following values:
R - Reception
The email was
successfully received.

236
Set Up and Maintain Sales Tools Monitoring Email

Column Field Description Example

D - Delivery
The email was
successfully sent.
T - Transient Failure
The email transmission
was delayed. Salesforce
will retry delivery over a
24-hour period. The first
retry occurs five minutes
after the first transient
failure, the second occurs
ten minutes after that,
the third twenty minutes
after that, and so on.
P - Permanent Failure
The email could not be
delivered.

D Recipient The email address of the admin@acme.com

person to whom the email is
sent
E Sender The email address of the user@acme.com
person who sent the email
F Remote Host The IP address of the 10.0.0.1
application server that
delivered the email to the
email server
G Bytes Transferred The size of the email 11856
H User ID The Salesforce ID of the user 00540000000rSXT
who sent the email
I Message ID Header The ID header at the 21749386.
beginning of every email 106091224027705044.
JavaMail.
sfdc@na2-app4-2-sjl.
ops.sfdc.net

J Retry Count The number of attempts made 11

to deliver the email
K Seconds in Queue The number of seconds the 300
email had to wait before being
delivered
L Delivery Stage The final stage the delivery during RCPT TO
was in before it was logged.
Below are the values of the
stages in the order that they

237
Set Up and Maintain Sales Tools Monitoring Email

Column Field Description Example

appear during the SMTP
sequence:
BANNER
The SMTP connection
response
EHLO
The beginning of the
session with the mail
server
STARTTLS
Establishes a secure
communication session
with the email server
MAIL FROM
Announces the sender of
the email
RCPT TO
Announces the recipient
of the email
DATA
Announces that the
subsequent text is the
email message
BODY
The state when the body
of the email is being sent
to the recipient
RSET
Resets the server state,
ending the session
In addition, there are
responses that may appear at
any point during the delivery
sequence:
while not connected
The client is trying to
establish a connection
while idle
The client has connected,
but is not sending or
receiving any commands

238
Set Up and Maintain Sales Tools Monitoring Email

Column Field Description Example

reading confirmation
A command was sent and
the client is waiting for a
response
handshaking TLS
An error occurred while
trying to establish a
secure connection
out of band bounce
The receiving server
accepted a command, but
then for an unknown
reason rejected it
in unknown state
An unknown error has
occurred

M Relay Address The hostname of the relay.my.org

designated relay system
N Relay Port The port of the designated 587
relay system

239
Set Up and Maintain Sales Tools Monitoring Email

Column Field Description Example

O Delivery Status After every delivery stage, a 421 no adequate
Notification three-digit response code is servers
sent from the mail server. The
first number indicates whether
the command was successful
or unsuccessful; the second
digit indicates the type of
error; and the third provides
additional information to
resolve the potential problem.
The five possible values of the
first digit are:
1xx - Positive
Preliminary reply
The command was
accepted, but no response
has been sent
2xx - Positive
Completion reply
The requested action has
successfully completed
3xx - Positive
Intermediate reply
The command was
accepted, but the
requested action needs
more information
4xx - Transient
Negative Completion
reply
The command was not
accepted and the
requested action did not
occur. However, the error
condition is temporary
and the action may be
requested again.
5xx - Permanent
Negative Completion
reply
The command was not
accepted and the
requested action did not
occur
Every email service provider

240
Set Up and Maintain Sales Tools Monitoring Email

Column Field Description Example

implements the codes
differently, so there is no
comprehensive list for what
the second or third digits
indicate.
For more information on these
codes, view the official SMTP
documentation, section 4.2.1:
http://
www.ietf.org/rfc/rfc2821.txt
?number=2821

Troubleshooting with Inbound Email Snapshots

Take a snapshot of inbound email messages so you can more easily troubleshoot inbound email errors.

Available in: All Editions except for Database.com

User Permissions Needed

To request, view, download, and delete email snapshots: “Modify All Data”

Inbound email snapshots capture a copy of inbound email messages, helping you diagnose issues with email services such as
Email to Salesforce, Email-to-Case, and Apex email services. Request a snapshot by specifying criteria for the email’s To and
From addresses, and when an inbound message meets that criteria, the snapshot records a single copy that you can view and
download. The email itself is processed normally without alteration. Snapshots contain the:
• Sender’s address
• Inbound email service address
• Date and time of the snapshot
• Full message contents, including headers and attachments
To access inbound email snapshots, from Setup, click Monitoring > Email Snapshots.

• To request an inbound email snapshot, enter criteria for the To address (required) and From address (optional). Then
click Request Snapshot.
The requested snapshot is added to the list of Pending and Completed Snapshots. As soon as an inbound message meets
your specified criteria, we take a snapshot and complete the request.
• To view a completed snapshot, you can:

241
Set Up and Maintain Sales Tools Monitoring Email

Option Description
View snapshot details Click Show Details to see when the snapshot was taken,
the sender’s address, and the inbound email service address.
Click Hide Details to collapse the details section.
Download the snapshot Click Download then either open the email as a .txt file or
save it to your computer.

Consider these tips when using inbound email snapshots:

• You can have a maximum combined total of 25 pending and completed snapshots. Delete some to free up space for new
snapshots. You can delete any pending or completed snapshot, even if someone else originally requested it.
• Deleted snapshots are permanently deleted. They’re not moved to the Recycle Bin.
• When specifying criteria for the To address, keep these tips in mind.
◊ The criteria apply to any of the addresses specified in an email’s To, CC, or BCC fields (not only the To field).
◊ Inbound email service addresses always end in salesforce.com.
◊ You may want to look up the addresses your organization uses. This table summarizes where to find them.

Type of inbound email address Where to find addresses

The user’s unique Email to Salesforce address Every user can click Email > My Email to Salesforce in
their personal settings to view the unique address assigned
to them by Email to Salesforce.
Email routing addresses for Email-to-Case or On-Demand From Setup, click Customize > Cases > Email-to-Case
Email-to-Case to open the Email-to-Case settings page. View the Routing
Addresses section.
Your organization’s email service addresses From Setup, click Develop > Email Services, then the
name of an email service.

• You can use an asterisk (*) wildcard in both the local-part of the email address (the part before the @ symbol) and in the
domain-part (the part after the @ symbol). Spaces, commas, and semicolons aren’t valid characters. Each address field can
contain a maximum of 255 characters.
• You can click Request Snapshot multiple times if you want to request more than one snapshot with identical criteria.
• If you believe a snapshot should have completed but it still shows Pending status, try refreshing the page.
• Snapshots don’t expire. Requested snapshots can remain in Pending status indefinitely if no inbound emails match the
specified criteria. Completed snapshots persist until you delete them.

242
Index

Index
A Cases
creating from emails in Salesforce for Outlook 214
Account Clean Info object 43 Salesforce for Outlook, setting up to create cases 216
Account records Cloud Scheduler
linked to D&B Company records 22 enabling in the partner portal 77
Account team setting up 130
removing members 144 setup 130
replacing members 145 Connect for Outlook
Account teams deploying 229
adding new members 144 Connect Offline
transferring 143 deploying 232
Accounts installing 232
enabling 1 licensing 232
person 1 sample data sets 233
settings 2 system requirements 232
Activities Contact Clean Info object 44
displaying related contacts for events 126 Contacts
displaying related contacts for tasks 126 defining sync filters for Salesforce for Outlook 223
enabling reminders 127 Do Not Call checkbox 20
related list 126 Email Opt Out checkbox 20
settings 127 enabling Customer Portal 6
Adding events, relating multiple contacts to 125
account team members 144 Shared Activities feature, enabling the 125
opportunity team members 144 tasks, relating multiple contacts to 125
Annuities Contract line items
See Schedules 121 enabling in the partner portal 71
Answers Contracts
enabling in the partner portal 72 activating 165
API disabling auto-calculation 122
recurring events modifications 215
setting expiration notices 122
recurring tasks modifications 215
tracking history 122
AppExchange
Create Case
Data.com dashboard 37
enabling for Salesforce for Outlook 214
Data.com reports 37
setting up for Salesforce for Outlook 216
Assigning
Creating
Salesforce for Outlook configurations 213
cases in Salesforce for Outlook, setting up for 216
Outlook configurations for Salesforce for Outlook 212
B Currency
active 149
Big deal alerts advanced management 150
customizing 115
conversion rates 152
Bounced email
dated exchange rates 152
management 193
disabling advanced management 151
Briefcase configurations
enabling advanced management 151
sample data sets 233
inactive 149
multiple currencies 146
C using multiple currencies 146
Custom fields
Calendar
mapping lead fields 135
public and resource 129
Custom logo guidelines
settings 127
meeting invitation 126
sidebar shortcut 127
Custom Report Types
Capturing
Account Clean Info 41
web leads 135
Contact Clean Info 41

243
Index

Custom Report Types (continued) Data.com (continued)

Lead Clean Info 41 Data.com List users 11
Customer Portal Data.com Premium 21
enabling access for contacts 6 Data.com User 17
enabling access for person accounts 6 Data.com users 11
Customizable forecasts default mapping of Salesforce fields to 14
batch submit 187 Do-Not-Contact settings 20
enabling 185 duplicate records 12
enabling forecast sharing 180 enabling users 8, 11
fiscal year setting 181 exports 20
product families 120 FAQ 20
role hierarchy 182 free version 8
setting up 179 full sync 34
settings 180 implementing 8
sharing 186 Implementing D&B Companies 21
Customizing incremental sync 34
mail merge templates 200 job history 34
opportunity teams 138 job logs 34
Social Accounts and Contacts 5 licenses 8, 17
limits 8, 17
D mapping Salesforce fields to 14
paid version 8
D&B Companies 10 Premium 21
D&B Company 22 Premium Prospector 8, 17
D&B Company records prospecting 21
deleting 22–23
record match rates 36
linked to accounts 23
reports 8
linked to leads 23
search results 20
maintaining 22
Search results, limiting what users do with 12
permission sets 23
setting up 8
Dashboards
user types 17
Data.com 37
Data.com Clean
Jigsaw 37
account page layout 26
Data sets
analytics 38
defining contact filters for Salesforce for Outlook 223
auto-fill 28
defining event filters for Salesforce for Outlook 226
automated jobs 28
defining in Salesforce for Outlook 222
Clean 21
defining task filters for Salesforce for Outlook 227
contact page layout 26
learning about 222
custom field 39
samples in Connect Offline 233
D&B Companies 28
samples in Salesforce for Outlook 227
disabling 16, 25
tips on filtering contact in Salesforce for Outlook 224
enabling 16, 25
Data.com
field-level preferences 28
adding Get Contacts button 8
implementing 24
adding records 12
key match fields 38
administering 20
lead page layout 26
Checkout 21
List view 27
Clean 32
match rates 38
Corporate 21
match results 32
Corporate Prospector 8, 17
matching service 30–31
custom mapping of Salesforce fields to 13
Data.com Clean metrics 38
17 preferences 28
automation 17 preventing auto-updates 39
availability 17 Social Key 47, 50
Data.com List user 17 update rates 38
validation rule 39

244
Index

Data.com Clean jobs Email templates

auto-updates 21 merge fields 206
full sync 32 version settings 209
identifying next 32 Email to Salesforce
incremental sync 32 Enabling 192
resuming 32 Email tracking
scheduling 32 enabling/disabling 127
scheduling full sync 33 Email troubleshooting
suspending 32 inbound email snapshots 241
Data.com Corporate Prospector enabling multiple currencies
implementing 9 implications 148
Data.com Premium Prospector Entitlements
configuring 10 enabling in the partner portal 71
Data.com Prospector Events
Clean preferences 29 defining sync filters for Salesforce for Outlook 226
Data.com Social Key enabling multiday events 127
enabling 5, 46 enabling reminders 127
job logs 48 multiple contacts, relating to 125
overview 45 Shared Activities feature, enabling the 125
Debugging
inbound email snapshots 241 F
Defining
data sets for Salesforce for Outlook 222 Field-level security 27
Deleting Fields
email attachments sent as links 199 mapping lead fields 135
Desktop clients Finding
setting user access 231 similar opportunities 118
Dun &Bradstreet FLS 27
DUNSRight 30–31 Forecasts
adjustment 173
E assigning forecast managers 169
categories 178
Email configuring the hierarchy 169
administration 193 currency 174
attachments 199 data source 174
bounce management 193 define settings 166
compliance BCC email 192 disabling 178
default footers 197 enable forecasts 168
delivery, configuring 193 enable forecasts users 168
Enabling Email to Salesforce 192 forecasts hierarchy 168
enabling for Salesforce for Outlook 214 hierarchy 169
footers 197 opportunities 174–175
logs 235 opportunity splits 174–175
mass email, notifications 193 override 173
monitoring mass email 200 partner portal users 168
organization-wide addresses 195 product families 174–175
organization-wide addresses, adding 196 quantity 176
organization-wide addresses, editing 196 quotas 170–171
relaying 189 range 176
Sender ID 193 revenue 176
Sender Policy Framework (SPF) 193 See also Customizable forecasts 179
test deliverability 198 select a forecasts currency 174
Transport Layer Security (TLS) 193 select opportunity pane fields 177
Email logs setting up 166
requesting 235 settings 166, 177
viewing 236 full sync 13

245
Index

I Opportunities (continued)
similar opportunities searches 118
Ideas Opportunity splits
enabling in the partner portal 71 disabling 143
enabling 142
J Opportunity teams
adding new members 144
Jigsaw Clean customizing 138
using 16 customizing roles 140
Jigsaw for Salesforce disabling 141
uninstall 17 enabling 139
Jigsaw for Salesforce AppExchange package 16–17 multi-line layouts 141
opportunity splits 142–143
L removing members 144
replacing members 145
Lead Clean Info object 44 replacing roles 140
Lead records transferring 143
linked to D&B Company records 22 Opportunity updates
Leads enabling reminders 116
capturing web leads 135 Overview
Do Not Call checkbox 20 Quotes template 154
Email Opt Out checkbox 20
mapping custom fields 135
setting up 133
P
settings 133 Partner Portal
Logs, email 235 Answers 72
assign partner super user access 76
M assigning profiles 81
best practices 82
Mail merge channel manager user management 83
mail merge templates 200 colors 56
merge fields 208 configure 80
Mapping creating 53
custom lead fields 135 creating partner users 66
Meeting Invitation customize 80
custom logo 126
default communication templates 84
Meeting invitations
delegated administration 77
custom logo 127
details 63
Monitoring
disabling partner super user access 88
inbound email snapshots 241
Multi-Currency enable 79
See Currency 146 enabling cases in 67
Multi-person events enabling email 70
enabling team view 127 enabling partner super user access 88
multiple currencies enabling users to request meetings 77
enabling 147 fonts 56
Ideas 71
language configuration 62
O
lead inbox 85
Opportunities list views 89
alerts 115 multiple 53
enabling reminders 116 number of partner roles 87
enabling similar opportunities 117 partner super user access 87
prompting for products 119 partner user management 73, 77
restricting price and quantity 115 reporting 89
setting 119 role 88
similar opportunities search 118 Salesforce CRM Content 68

246
Index

247
Index

Salesforce for Outlook (continued) System requirements

mapping fields 218 Salesforce for Outlook 210
matching criteria 219
recurring events, enabling 215 T
sample data sets 227
setting up Create Case 214 Tasks
side panel in Microsoft Outlook 214 defining sync filters for Salesforce for Outlook 227
sync direction 216 enabling group tasks 127
system requirements 210 enabling reminders 127
time zone requirements 210 multiple contacts, relating to 125
Salesforce Knowledge sidebar relating multiple contacts to 127
setting up in Salesforce console for Sales 124 Shared Activities feature, enabling the 125
Salesforce Partner Portal Team selling
See Partner portal 52 disabling 141
Salesforce Side Panel, enabling 214 enabling 139
Salesforce to Salesforce opportunity splits 142–143
configure 188 replacing roles 140
enable 187 Templates
settings 188 email, merge fields 206
Schedules mail merge 200
enabling 121 mail merge, merge fields 208
setup 121 merge fields 206, 208
Searching Territories
similar opportunities 118 account assignment rules 107
Sender ID 193 adding forecast managers 103
Sender Policy Framework (SPF) 193 adding users 103
Service contracts cloning 99
enabling in the partner portal 71 creating 100
Shared Activities creating account assignment rules 112
displaying related contacts for events 126 custom fields 102
displaying related contacts for tasks 126 deleting 103
enabling 125 editing 99
event detail 126 editing account assignment rules 112
related list 126 enabling 95
task detail 126 fields 101
Sharing forecast managers 106
enabling forecast sharing 180
hierarchies 97
forecasts 186
manually assigning accounts 114
public calendars and resources 129
previewing account assignments 113
Side Panel, Salesforce for Outlook 214
removing users 103
Sidebar
settings 97
calendar shortcut 127
transferring users 103
Similar opportunities
viewing 99
defining search criteria for 118
viewing inherited rules 113
enabling 117
viewing users 105
finding 118
Thanks
searching for 118
enabling 90
Social Accounts and Contacts
Time Zone
configuring 5
Salesforce for Outlook, requirements for 210
disabling 5
Transferring
enabling 5
account team members 143
setting up 5
opportunity team members 143
user setup 5
Social Key
record update rates 50
Syncing
setting sync direction for Salesforce for Outlook 216

248
Index

U Visualforce (continued)
version settings 209
Uninstalling Visualforce Email Templates
Jigsaw for Salesforce 17 merge fields 207
Users
assigning Salesforce for Outlook configurations 213
partner super users 88
W
partner users 66 Web-to-Lead
preparing to set up 136
V setup 136
Work.com
Version settings 209 completing a performance summary cycle 94
Viewing creating a performance summary cycle 92
territory inherited rules 113 deploying a performance summary cycle 93
territory users 105 enabling Rewards 90
Visualforce enabling Thanks 90
email templates 209 performance summary cycle 91

249

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