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Basics

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30 views184 pages

Basics

Uploaded by

Alberto Einstein

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Salesforce.

com: Spring ’14

Learn Salesforce Basics

Last updated: February 28, 2014

© Copyright 2000–2014 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

Learn Salesforce Basics.........................................................................................................................1

Welcome, Salesforce Users........................................................................................................................................................1
Get to Know Salesforce Products..............................................................................................................................................1
Get Started with Salesforce.....................................................................................................................................................12
Define Personal Information and Preferences.........................................................................................................................26
Get Set up for the Way You Work.........................................................................................................................................33
Navigate Salesforce..................................................................................................................................................................50
Manage Your Work from the Home Tab...............................................................................................................................56
Manage Relationships and Data with Records........................................................................................................................58
Monitor and Analyze Your Data.............................................................................................................................................85
Find and Organize Information..............................................................................................................................................94
Collaborate Within Salesforce...............................................................................................................................................139
Use Salesforce on Mobile Devices.........................................................................................................................................143
Get Additional Help.............................................................................................................................................................157
Troubleshooting....................................................................................................................................................................170

Index...............................................................................................................................................173

i
LEARN SALESFORCE BASICS

Welcome, Salesforce Users

Available in: All Editions

Welcome to Salesforce! This documentation, designed for users and administrators, introduces Salesforce and its key concepts,
provides an overview of products and editions, and guides you through setting yourself up as a user. You’ll also find information
about common tasks you’ll perform in Salesforce—like using basic Chatter features, running reports, or searching Salesforce
for the information or records you need.
To learn how to log in and personalize Salesforce, see Getting Started as a New User.

Get to Know Salesforce Products

What’s New in Salesforce?
Current Release
Learn about the newest features for sales, support, marketing, and Chatter users, as well as enhancements to the platform.
You can also visit the Spring ’14 community page.
Our release notes include complete details about new features, as well as implementation tips and best practices.
• Spring ’14 Release Notes
• Salesforce for Outlook Release Notes
• Force.com Connect for Office Release Notes
• Force.com Connect Offline Release Notes
• Force.com Connect for Outlook Release Notes
• Database.com Release Notes

Past Releases
Our archive of release notes includes details about features we introduced in previous releases.
• Winter ’14 Release Notes
• Summer ’13 Release Notes
• Spring ’13 Release Notes
• Winter ’13 Release Notes
• Summer ’12 Release Notes
• Spring ’12 Release Notes
• Winter ’12 Release Notes
• Summer ’11 Release Notes
• Spring ’11 Release Notes

1
Learn Salesforce Basics Product Overview

• Winter ’11 Release Notes

• Summer ’10 Release Notes
• Spring ’10 Release Notes
• Winter ’10 Release Notes
• Summer ’09 Release Notes
• Spring ’09 Release Notes
• Winter ’09 Release Notes
• Summer ’08 Release Notes
• Spring ’08 Release Notes
• Winter ’08 Release Notes
• Summer ’07 Release Notes
• Spring ’07 Release Notes
• Force.com Mobile 7.0 for BlackBerry Release Notes
• Force.com Mobile 6.1 for Windows Mobile 5 Release Notes
• Winter ’07 Release Notes
• Summer ’06 Release Notes
• Winter ’06 Release Notes
• Force.com Mobile 6.0 Release Notes
• Summer ’05 Release Notes
• Winter ’05 Release Notes
• Summer ’04 Release Notes
• Spring ’04 Release Notes
• Winter ’04 Release Notes

Product Overview
Your Salesforce edition determines which features and functionality you can access. To find out which edition you’re using,
look at the browser tab or title.

Welcome to the award-winning cloud-computing service—designed to help you manage your customer relationships, integrate
with other systems, and build your own applications. Salesforce includes the following products and services.
Salesforce Applications
Salesforce includes prebuilt applications (or “apps”) for customer relationship management (CRM) ranging from sales
force automation to partner relationship management, marketing, and customer service.

Force.com Platform
The Force.com platform is the first platform as a service (PaaS), enabling developers to create and deliver any kind of
business application entirely on demand and without software. The platform also includes easy to use point-and-click
customization tools to help you create solutions for your unique business requirements, without any programming
experience.

Database.com
Database.com is a multitenant cloud database service that’s designed to store data for mobile, social enterprise applications.
You can use Database.com as the back-end database for applications that are written in any language and run on any
platform or mobile device. Database.com's built-in social computing infrastructure and native support for building
sophisticated REST-based APIs enable you to create employee-facing, native mobile and social apps.

2
Learn Salesforce Basics Key Concepts and Terms

AppExchange
AppExchange is a marketplace featuring hundreds of cloud applications created by salesforce.com customers, developers,
and partners. Many of the applications are free and all of them are pre-integrated with Salesforce, enabling you to easily
and efficiently add functionality.

Salesforce.com Community
Salesforce.com provides training, support, consulting, events, best practices, and discussion boards to help you be
successful. Visit Salesforce.com Community.

Key Concepts and Terms

Available in:

As you’re getting up to speed with Salesforce, it’s helpful to learn some key concepts and terms. They’ll come up frequently
as you interact with the product, our documentation, and our service professionals. The concepts here will help you understand
how Salesforce works. And the terms will help you understand some of its main components.

Concepts

Concept Definition
Cloud Salesforce’s name for a loose federation of features that help
you accomplish certain types activities, such as selling products,
supporting your customers, or collaborating with your
coworkers. Two common examples you’ll come across are
“Service Cloud” and “Sales Cloud”.
Cloud Computing Technology that enables Internet-based services that let you
sign up and log in through a browser. Salesforce delivers its
service in the cloud. Other familiar cloud computing services
include Google Apps and Amazon.com.
Software as a Service / SaaS Software delivered not by traditional means (such as on disk)
but in the cloud, as a service. There’s nothing to download or
install, and updates are automatic.
Trust / trust.salesforce.com Salesforce’s term for its companywide commitment to building
and delivering the most secure, fast, and reliable cloud-based
service available.
Created to enhance customer success,
trust.salesforce.com is a systems status website giving
Salesforce customers and the community access to real-time
and historical system performance information and updates,
incident reports and maintenance schedules across all its key
system components. .
trust.salesforce.com is free of charge to all members
of the Salesforce community

3
Learn Salesforce Basics Editions

Terms

Term Definition
App Short for “application.” A collection of components such as
tabs, reports, dashboards, and Visualforce pages that address
a specific business need. Salesforce provides standard apps
such as Sales and Call Center. You can customize the standard
apps to match the way you work.
Edition One of several bundles of Salesforce products and services,
each geared toward a different set of business needs. All
Salesforce editions share the same look and feel, but they vary
by feature, functionality, and pricing.
Object A definition of a specific type of information you can store in
Salesforce. For example, the Case object allows you to store
information about customer inquiries. For each object, your
organization will have multiple, specific records.
Salesforce comes with lots of standard objects, but you can
create custom objects, as well.

Organization / Org A deployment of Salesforce that has a defined set of licensed

users. Your organization includes all of your data and
applications, and is separate from all other organizations.
Record A collection of fields that store information about a specific
item of a specific type (represented by an object), such as a
contact, an account, or an opportunity. For example, you might
have a contact record to store information about Joe Smith,
and a case record store information about his training inquiry.
Release Salesforce releases new products and features three times per
year, and releases are identified by season—Winter, Spring,
and Summer—along with the calendar year. For example:
“Winter ’13”.
Each time we produce a release, in the Salesforce release notes,
we document new features and products that are generally
available or in beta release, plus all changes to existing features
and products. To find and download the release notes, just ,
search for “Release Notes” in the Salesforce online help.

Salesforce The name of Salesforce’s cloud computing CRM service.

salesforce.com The company name.

Editions

Salesforce Edition Overview

Your Salesforce edition determines which features and functionality you can access. To find out which edition you’re using,
look at the browser tab or title.

4
Learn Salesforce Basics Editions

Salesforce.com offers several bundles of its products and services, each geared toward a different set of business needs. These
bundles, called editions, all share the same look and feel, but they vary by feature, functionality, and pricing. For example, a
feature that is available in Professional Edition for an additional fee may be included in Enterprise Edition. You might choose
to start with a more basic edition, then upgrade later as you grow your business.
For a comparison chart of editions and their features, see the Salesforce Pricing and Editions page.

Note: The Salesforce online help describes all generally available features, including those that are not available in
all editions. To find out whether a feature is available in your edition, search for the feature in the help, they check
out the “Available in:” table at the top of any topic you find for that feature.

See Also:
Salesforce Mobile Products Overview

Contact Manager Edition

Salesforce
Contact Manager is designed for small businesses and provides access to key contact management features including accounts,
contacts, activities, calendars, notes and attachments, and reports. Contact Manager also provides straightforward and easy-to-use
customization options. For more information about Contact Manager features, visit the Salesforce Pricing & Editions page.

See Also:
Salesforce Edition Overview

Group Edition
Salesforce Group Edition is designed for small businesses and workgroups with a limited number of users. Group Edition
users can manage their customers from the start of the sales cycle through closing the deal to providing customer support and
service. Group Edition offers access to accounts, contacts, opportunities, leads, cases, dashboards, and reports. For more
information about Group Edition features, visit the Salesforce Pricing & Editions page.

See Also:
Salesforce Edition Overview

Developer Edition
Salesforce
Developer Edition provides access to the Force.com platform and API. It allows developers to extend the Salesforce system,
integrate with other applications, and develop new tools and applications. Developer Edition provides access to many of the
features available with Enterprise Edition.

5
Learn Salesforce Basics Editions

Salesforce.com does not provide technical support for Developer Edition. You can solicit help from the developer community
message boards available to registered users via the Force.com developer website - developer.force.com. Documentation for
Developer Edition is available from the Technical Library.

See Also:
Salesforce Edition Overview

Personal Edition
Note: Personal Edition isn't available to new organizations. Existing organizations that have already set up Personal
Edition continue to have access. In addition, Personal Edition organizations that signed up after June 2009 don’t
have access to opportunities.

Personal Edition is a CRM solution designed for an individual sales representative or other single user. Personal Edition
provides access to key contact management features such as accounts, contacts, and synchronization with Microsoft Outlook®.
It also provides sales representatives with sales tools such as opportunities.

See Also:
Salesforce Edition Overview

Professional Edition
Salesforce Professional Edition is designed for businesses who need full-featured CRM functionality. Professional Edition
includes straightforward and easy-to-use customization, integration, and administration tools to facilitate any small- to
mid-sized deployment. For more information about Professional Edition features, visit the Salesforce Pricing & Editions
page.

See Also:
Salesforce Edition Overview

Enterprise Edition
Salesforce Enterprise Edition is designed to meet the needs of large and complex businesses. In addition to all of the functionality
available in Professional Edition, Enterprise Edition organizations get advanced customization and administration tools that
can support large-scale deployments. Enterprise Edition also includes access to the Web services API so you can easily integrate
with back-office systems. For more information about Enterprise Edition features, visit the Salesforce Pricing & Editions
page.

See Also:
Salesforce Edition Overview

6
Learn Salesforce Basics Editions

Unlimited Edition
Note: As of November 2013, Unlimited Edition is no longer available for purchase. Existing Unlimited Edition
customers can continue to renew Unlimited Edition, purchase additional licenses, or upgrade to Performance Edition,
which includes all Unlimited Edition functionality plus Data.com, Work.com, Identity, Live Agent, Salesforce
Knowledge, and additional sandbox functionality.

Salesforce Unlimited Edition is salesforce.com's solution for maximizing CRM success and extending that success across the
entire enterprise through the Force.com platform. Unlimited Edition customers benefit from new levels of platform flexibility
for managing and sharing all of their information on demand.
Unlimited Edition includes all Enterprise Edition functionality plus Premier Support, full mobile access, unlimited custom
apps, increased storage limits, and more. For more information about Unlimited Edition features, visit the Salesforce Pricing
& Editions page.

See Also:
Salesforce Edition Overview

Performance Edition
Performance Edition is salesforce.com's solution that combines CRM and the Force.com platform with Data.com, Work.com,
Identity, Live Agent, Salesforce Knowledge, and additional sandbox functionality.
Performance Edition is designed for customers that need to drive amazing growth, achieve new levels of customer satisfaction,
and maximize sales and service success in the social and mobile world. Performance Edition includes all Unlimited Edition
functionality plus clean, targeted lead and customer data from Data.com, coaching and feedback tools from Work.com, trusted
identity services from Identity, and more. For customers in Japan, Singapore, and South Korea, we offer Performance Edition
Limited, which includes all Performance Edition functionality except Data.com. For more information about Performance
Edition features, visit the Salesforce Pricing & Editions page.

See Also:
Salesforce Edition Overview

Database.com Edition
Database.com is a multitenant cloud database service that’s designed to store data for mobile, social enterprise applications.
You can use Database.com as the back-end database for applications that are written in any language and run on any platform
or mobile device. Database.com's built-in social computing infrastructure and native support for building sophisticated
REST-based APIs enable you to create employee-facing, native mobile and social apps.
As a Salesforce user, you’re already using Database.com when you’re performing tasks such as creating custom objects, managing
security, or importing data with the Force.com platform and API.
A standalone version of Database.com is available for developers who want to create applications that leverage other languages,
platforms, and devices.

See Also:
Salesforce Edition Overview

7
Learn Salesforce Basics Salesforce Mobile Products Overview

Salesforce Mobile Products Overview

Salesforce.com provides several mobile apps to keep you connected and productive, no matter where you are.

Product Description Supported Salesforce Supported Mobile Offline Support?

Editions Devices

Salesforce1 Access and update Free for customers • Android phones Limited
Salesforce data from an using: • Apple iPad
Files that you mark for
interface that’s • Apple iPhone
• Contact Manager offline access are cached
optimized for
Edition and available for
navigating and working
• Personal Edition viewing when there’s no
on your touchscreen
• Group Edition network connection.
mobile device.
• Professional Edition
You can view, edit, and
Enterprise Edition
create records, manage •
your activities, view • Unlimited Edition
your dashboards, and • Performance
use Chatter. Salesforce1 Edition
supports many standard • Developer Edition
objects and list views, all
of your organization’s
custom objects, the
integration of other
mobile apps, and many
of your organization’s
Salesforce
customizations,
including Visualforce
tabs and pages.

SalesforceA • Android phones

Manage users and view Free for customers No
information for using: • Apple iPhone
Salesforce organizations • Contact Manager • Apple iPod Touch
from your smartphone. Edition
Deactivate or freeze • Group Edition
users, reset passwords, • Professional Edition
unlock users, edit user • Enterprise Edition
details, and assign • Unlimited Edition
permission sets.
• Performance
This app is restricted to Edition
users with the “Manage • Developer Edition
Users” permission.

Salesforce Classic You can view your A free, limited version • Android phones and Yes
dashboards, run simple is available for all tablets
reports, log calls and Salesforce customers • Apple iPhone
emails, keep track of except for

8
Learn Salesforce Basics Salesforce Mobile Products Overview

Product Description Supported Salesforce Supported Mobile Offline Support?

Editions Devices
your activities, and Database.com • BlackBerry
create, edit, and delete organizations smartphones
records. Most standard
Full version requires
Sales objects and some
mobile licenses and is
Service objects are
available for:
available. And if you’re
using the full version, • Professional Edition
custom objects and • Enterprise Edition
configurations are also • Unlimited Edition
supported.
• Performance
Edition
• Developer Edition

Chatter Mobile for Collaborate in Chatter Free for customers • BlackBerry No

BlackBerry from your mobile device using: smartphones
without having to use a
• Group Edition
browser.
• Professional Edition
You can monitor your • Enterprise Edition
feed, post updates and
• Unlimited Edition
comments, and upload
photos, files, and links.
You can also email, call,
or text people directly
from their Chatter
profiles. And the app
gives you instant
notifications to keep
you up-to-date on
important activities.

Mobile Dashboards for Access your dashboards Free for customers • Apple iPad Limited
iPad and their source reports using:
Dashboards and reports
from your iPad.
• Enterprise Edition that you access from the
You can see any app are cached and
dashboard you have

9
Learn Salesforce Basics Security Basics

Product Description Supported Salesforce Supported Mobile Offline Support?

Editions Devices
access to, as well as view • Unlimited Edition available for offline
individual dashboard • Developer Edition viewing only.
components, highlight • Any organization
their values, and drill with REST API
into reports for each. enabled
You can also email a
dashboard or
component to others,
and post and comment
on dashboard Chatter
feeds.

See Also:
Salesforce Classic Overview
Salesforce Touch Overview
Salesforce Edition Overview

Security Basics

Security FAQ
• How can I be sure my data is secure in Salesforce?
• How can I be sure my data won’t be lost?
• How can I be assured my data will be kept private?
• Can I automatically back up my data in Salesforce?
• Does salesforce.com use my data for internal purposes?
• What happens when the system goes down?

How can I be sure my data is secure in Salesforce?

When you log in, the URLs used to access your data are all preceded with https:// instead of http://, which indicates that a
secure connection has been established. Furthermore, whenever your password is changed or reset, or when you log in from
a computer you have not used to access Salesforce before, you may have to activate your computer to successfully log in to
Salesforce. Activating your computer allows Salesforce to verify your identity and prevent unauthorized access.

How can I be sure my data won’t be lost?

We back up your data with a variety of methods to ensure that your organization does not experience any data loss. Every
transaction is stored to RAID disks in real-time with archive mode enabled, allowing the database to recover all transactions
prior to any system failure. Every night all data is backed up to a separate backup server and high speed automatic tape library.
The backup tapes are cloned as an additional precautionary measure, and the cloned tapes are transported to an off-site,
fireproof vault twice a month. In addition, the facility that stores our servers is architecturally designed to withstand catastrophic
events and earthquakes up to 8.0 on the Richter scale.

10
Learn Salesforce Basics Updates

How can I be assured my data will be kept private?

We are committed to keeping your data private and secure. For a greater understanding of the legal obligations salesforce.com
adheres to regarding data privacy, refer to the Privacy Statement, as well as the Terms of Use agreement. You can view both
items by clicking the relevant link below the copyright at the bottom of any page.

Can I automatically back up my data in Salesforce?

Yes, weekly export service provides you with .csv files of all objects and attachments within Salesforce. You can set up this
service to automatically perform a data export each week.

Does salesforce.com use my data for internal purposes?

No. As outlined in the Privacy Statement, salesforce.com does not review, share, distribute, print, or reference your data except
as provided in the salesforce.com Terms of Use, or as may be required by law. For exact information, refer to the Privacy
Statement, as well as the Terms of Use agreement. You can view both items by clicking their links below the copyright at the
bottom of any page.

What happens when the system goes down?

Salesforce.com builds redundancy into all systems to minimize system failures that could be perceived as customer outages.
All components are proactively monitored and managed so faults are detected before system outages. While there may
occasionally be system outages due to issues beyond our control, we employ numerous escalation procedures to notify the
proper personnel in the event of a system outage, and remedy issues as quickly as possible.

Updates

Checking for Desktop Client Updates

Available in: All Editions except for Database.com

User Permissions Needed

To view client update alerts: “On, updates w/alerts”
OR
“On, must update w/alerts”
on your profile

Desktop clients such as Connect for Outlook and Connect Offline integrate Salesforce with your PC. Your administrator
controls which desktop clients you are allowed to install.
If you have access to see Home tab alerts, and you’ve logged in to a client in the past, you’ll see an alert banner on your Home
tab when a new version of a client is available.
You can also see which clients are installed on your computer and check for updates on your own. Just follow these steps.

11
Learn Salesforce Basics Get Started with Salesforce

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 Desktop Integration > Check for Updates.
• If you clicked My Settings, select Desktop Add-Ons > Check for Updates.

3. From the table, review the names and version numbers of available desktop clients.
4. If you are using Internet Explorer, click the correct desktop client and then click Install Now to install a client. If you are
using another browser such as Mozilla Firefox, click Download Now to save the installer file to your computer. Then
double-click the saved file to run the installer program.
After you install the update, you’ll continue to see the alert banner on your Home tab until you log in through the newly
updated client.

Get Started with Salesforce

Getting Started as a New User
New to Salesforce? Set yourself up as a new user so you can start using the application right away.

Available in: All Editions; Chatter available in: Group, Professional, Enterprise, Performance, Unlimited, Contact
Manager, and Developer Editions

Wondering where to start with Salesforce? Complete these steps first:

1. Log in for the first time.

2. Find your personal settings.
3. If your organization uses Chatter, set up your Chatter profile.
4. If your organization doesn’t use Chatter, edit your personal information.

See Also:
Getting Around in Salesforce
Getting Started with Your Records

Logging In for the First Time

When your administrator sets you up as a new user, you’ll receive an email including your username and a link to your
organization’s Salesforce site.

Available in: All Editions

Here’s how to log in for the first time.

12
Learn Salesforce Basics Getting Started as a New User

1. Check your email for your login information.

2. Click the link provided in the email.
The link logs you into the site automatically.
3. The site prompts you to set a password and choose a question and answer to verify your identity in case you forget your
password.

If you have not received your login information, contact the Salesforce administrator at your organization.

Setting Up Your Chatter Profile

Your Chatter profile communicates who you are to your coworkers and any customers you communicate with. It features your
photo and basic information like your professional title and contact details.

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

Set up your Chatter profile soon after you begin using Salesforce, and update it often.
Note: If your organization doesn’t use Chatter, you can still add and edit personal information.

1. Click the Chatter tab and find the placeholder profile image on the left side of the page. Click Your Name next to the
placeholder image.
2. To update your profile photo, hover over the placeholder image and click Add Photo.

Tip: Use a photo of you and not a group of people or a pet. Chatter is a business tool, so choose a photo you
don’t mind showing to your boss and CEO.

3. To update your contact information, click under your profile photo. In the Edit Profile box, complete the fields on
the Contact tab and the About tab.

Tip: Complete your profile with details about the department you work in, your past experience, or projects you
are currently working on.

4. Click Save All.

See Also:
Editing Your Personal Information

Finding Your Personal Settings

Salesforce includes personal settings options to help you personalize your experience. Depending on your organization, these
settings are located in Personal Setup or My Settings.

Available in: All editions except Database.com.

1. At the top of any Salesforce page, click the down arrow next to your name.
Depending on your organization’s user interface settings, you should see either Setup or My Settings in the menu.

13
Learn Salesforce Basics Getting Started as a New User

2. From the menu under your name, click Setup or My Settings.

3. Do one of the following:

• If you clicked Setup, look on the left side of the page and click a menu item to display its sub-menu, then click the
item you want.

• If you clicked My Settings, look on the left side of the page and click a menu item under My Settings to display its
sub-menu, then click the item you want.

Tip: To quickly find a page, type the first few characters of its name in the Quick Find box. As you type, pages
that match your search terms appear in the menu. For example, to find the Personal Information page, type pers
in the Quick Find box.

Editing Your Personal Information

The available personal setup options vary according to which Salesforce Edition you have.

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

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

3. To make changes, click Edit.

If you change your email address, a confirmation message will be sent to the new address. You must click the link provided
in that message for the new email address to take effect. This process ensures system security.
4. Click Save.

See Also:
Changing Your Password
Setting Up Your Chatter Profile

Getting Around in Salesforce

Learn to navigate basic areas of Salesforce to find your way around the app quickly.

Available in: All Editions

Salesforce is a valuable tool—learning the interface and where it stores your info will help you make the most of your experience.

1. Understand how Salesforce organizes your info.

2. Understand Salesforce pages.
3. Understand your Home tab.
4. Navigate object home pages.
5. Find the setup menu.

See Also:
Getting Started as a New User
Getting Started with Your Records

Understanding How Salesforce Organizes Your Information

Salesforce groups your data into logical categories called objects. An object is a collection of fields named for the kind of
information those fields capture. Commonly-used Salesforce objects include Contacts, Accounts, Cases, and Reports. For
example, the Contacts object contains fields with information describing the people you do business with, such as their first
names, last names, phone numbers, business titles, and the companies they work for.

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Learn Salesforce Basics Getting Around in Salesforce

There are two types of Salesforce objects.

• Standard objects are included with the Salesforce license your company purchases. These are the most commonly-used
objects.
• Custom objects are created to meet your company’s business needs.

Your organization’s administrator can customize standard objects or create custom objects to support the type of work your
company does or the industry you’re in. For example, your organization may choose to create a custom object called “Bugs”
to track their known product issues, or rename the standard object “Accounts” to “Clients” because this is how your organization
refers to your customers.
In the Salesforce interface, you generally work with objects from their tabs. For example, the Opportunity object has an
Opportunities tab. If you learn about an object from the Salesforce documentation but can’t find it in the user interface, contact
your administrator to find out whether the object is available to you. If your edition features objects and related tabs that you
can’t find documentation for, it may be because the object is custom. Contact your administrator to learn how to use it.

Understanding Salesforce Pages

Salesforce apps are made up of tabs and pages. Standard objects such as Accounts, Contacts, and Leads, and other features
such as Chatter typically have tabs, and from a tab, you navigate through pages to interact with the features you’re using. For
example, if you want to create an account record, you’ll click the Accounts Tab, and land on the Accounts Home page. Click
New to open the Account Edit page where you’ll enter information for the account. Click Save, and you’ll see the Account’s
Detail page. Return to the Accounts Home page and the new account is listed.
Salesforce tabs can have multiple types of pages, including Home, Edit, and Detail pages, and you can create list views for
some objects. Chatter has one primary page type: a feed. And Data.com has a search interface. Dashboards and reports have
their own page styles, as well.
Your system administrator typically sets up page layouts for standard objects and enables the navigation features your organization
can use, but interacting with Salesforce is easier if you understand the most common page elements for the most frequently
used objects. They include:
1. A tag bar, where you can view and add tags for a record.
2. A feed, where you can add and view comments about a record.
3. A sidebar, where you can do things like search and quickly create new records.
4. Sections for the record, with key fields and links.
5. Related lists, which group and display links to other records associated with the one you’re viewing. You can change the
order of related lists on your page.
6. Various links that help you move around the page or go to different pages or external sites.
Let’s look at these elements on an account detail page.

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Learn Salesforce Basics Getting Around in Salesforce

See Also:
Tags Overview
Understanding the Salesforce Sidebar
Navigating Object Home Pages
Home Tab Overview

Navigating Object Home Pages

In the desktop application, commonly-used objects are found by clicking on their tabs, which appear at the top of your screen.
Other Salesforce features, such as Home and Chatter, also have tabs.

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Learn Salesforce Basics Getting Around in Salesforce

To work with your data, click an object’s tab. For instance, to access account information for the customers you work with,
click the Accounts tab. Here you find:

1. The name of the object and type of data you are viewing. In this case, Accounts.
2. List View options. A list view narrows your accounts to a specific set (for example, you can choose to view All Accounts
or just Recently Viewed Accounts).
3. A list of recently-accessed records. Here, Recent Accounts.
4. Links to other features you may want to use next.

Home Tab Overview

The available tabs and options in the Create New drop-down list vary according to which permissions you have and which
Salesforce edition you are using.

From the Home tab, you can:

• Create a Chatter post (if your organization uses Chatter)

• View dashboard snapshots
• View your tasks and calendar
•
Search the feed ( )

You can also use the sidebar components, such as Create New, Recent Items, and Custom Links, that you’ll also see on other
Salesforce pages. Your Home tab layout, sidebar components, and links are enabled and configured by your administrator.
Alert banners may appear on the Home tab to let you know when updates are available for desktop clients such as Connect
for Outlook and Connect Offline.

Opening a Different Salesforce App

Available in: All editions except Database.com

User Permissions Needed

To use an app: Access to that app as specified in your user profile or
permission set.

To use features available in a different Salesforce app than the one you have open, you need to open the other app. You can
have one app open at a time, and the app you have open will open the next time you log on to Salesforce.
To open an app: In the upper-right corner of any Salesforce page, select the app you want from drop-down app menu.

Finding the Setup Menu

Depending on your organization’s user interface settings, you access the Setup menu from the drop-down menu under your
name or from the user interface header.

Available in: All editions except Database.com.

Salesforce includes many options for setting up, maintaining, and customizing your organization. Your organization may also
have options for building, packaging, and distributing your own apps. These options are all available via the Setup menu. If
you’re a Salesforce administrator or developer, you’ll use the Setup menu frequently. Your organization’s user interface settings
determine how everyone in your organization accesses this menu.

1. Look at the top of any Salesforce page.

• If you see Setup in the user interface header, click it.

• If you don’t see Setup in the header, click your name, then select Setup.

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Learn Salesforce Basics Getting Started with Your Records

2. In the Setup menu that appears on the left side of the page, click next to a menu to expand it, then click the menu item
you want.

Tip: To quickly find a page, type the first few characters of its name in the Quick Find box. As you type, pages
that match your search terms appear in the menu. For example, to find the Language Settings page, type lang
in the Quick Find box.

See Also:
Finding Your Personal Settings

Getting Started with Your Records

New users might need to view, edit, or delete existing records that have been imported into Salesforce, or learn to create new
ones.

Available in: All Editions

These tasks explain how to begin working with your data.

• Find and view your records and data

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Learn Salesforce Basics Getting Started with Your Records

• Edit your records

• Create new records
• Open items you’ve recently viewed
• Deleting your records
• New user tips

Now that you’ve learned how to work with your records, you might want to explore more advanced Salesforce features. We
recommend reviewing the Downloadable User Guides, Tip Sheets and User Guides, and Online Training videos found on
the Salesforce Success Communities Help & Training site.

Finding and Viewing Records and Data

Use tabs, search, or lists to look at your data.

Available in: All Editions

Much of your Salesforce data is stored in individual records, and organized within objects. For example, the Account object
presents all of your account records. If the Acme company is one of your accounts, you’ll have an account record for Acme.
When you’re working with records, it’s important to remember that the types of records you can create, view, edit, and delete
are determined by administrator settings, such as a user profile or permission set. Your access to individual records may be
determined by other configurations, such as sharing settings. And your access to fields on types of records may be controlled
by field-level security. Work with your administrator to make sure you have access to the records and data you need.
There are a few easy ways to find and view your records.

• From a tab, such as Accounts or Contacts, start from the default view and click Go! or select a different view.

The resulting page you see is called a list view.

• Search for a record using keywords, such as a name or address stored in the record. Use the search bar in the banner
displayed on most pages.

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Learn Salesforce Basics Getting Started with Your Records

• On many records, below the main page sections, look for related lists, which identify records that are associated with the
record you’re currently viewing. For example, an account record probably has a related list of contacts at that account.

See Also:
Understanding Salesforce Pages
Understanding Your Administrator's Role

Creating Records
Available in: All Editions

Creating records is standard procedure for most Salesforce users. While some objects (such as Account) have special guidelines
and considerations you need to be aware of, the process of creating a record is similar for all.
Depending on how your administrator has set up your Salesforce organization, you can create records in a few different ways.

• From object tabs

• In feeds on the home page, Chatter tab, and record detail pages
• With the Create New drop-down list in the sidebar
• With Quick Create

See Also:
Editing Records
Deleting Records
Guidelines for Entering Currency, Dates, Times, and Phone Numbers
Adding Notes to Records
Attaching Files to Records

Editing Records
Available in: All Editions

User Permissions Needed

To edit records: “Edit” on the object for the kind of record you’re editing

1. Make sure you’re aware of any guidelines for the kind of record you’re editing. The Salesforce help will tell you.
2. Find and open the record you want to edit.
3. Click Edit.
4. Enter or edit values in the fields. Required fields are identified with a red bar ( ).

Tip: Most objects have field definitions in the Salesforce help. Just search the help for the object name + “fields”.
For example, if you’re creating or editing an account record and want to know more about your options in the
Industry drop-down list, look up “Account Fields” in the help.

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Learn Salesforce Basics Getting Started with Your Records

5. When you finish entering or editing values, click Save.

See Also:
Creating Records
Guidelines for Entering Currency, Dates, Times, and Phone Numbers
Editing Records Quickly with Inline Editing
Editing Records Directly From Enhanced Lists
Adding Notes to Records
Attaching Files to Records
Checking Your Spelling

Deleting Records
Available in: All Editions

User Permissions Needed

To delete records: “Delete” on the object for the kind of record you’re deleting

Deleting records is standard procedure for most Salesforce users. When you delete a record, it’s moved the to Recycle Bin,
which you can empty.
For some kinds of objects, deleting one record affects other, related records. For example, if you delete an account or contact,
all associated assets are also deleted.

1. Make sure you’re aware of the effects (if any) of deleting the kind of record you want to delete. The Salesforce help will
tell you.
2. Find and open the record you want to delete.
3. Click Delete.
The record is moved to the Recycle Bin. Empty the Recycle Bin to complete the deletion process.

Tip: If you delete a record by mistake, you can “undelete” it from the Recycle Bin. Good as new!

See Also:
Using the Recycle Bin
Deleting Notes and Attachments from Records

Opening Items You’ve Recently Viewed

Available in: All Editions

In the Recent Items section of the Salesforce Salesforce sidebar, you’ll find a list of up to 10 items (records, documents, custom
objects, and the like) you’ve most recently added, edited, or viewed.
To open any item’s detail or edit page, just click its link.

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Learn Salesforce Basics Getting Started with Your Records

Tip: If your organization has enabled hover details, you can hover your mouse over any item in the Recent Items list
to view key information about the record before clicking into that record's detail or edit page.

Note: Your Recent Items may show fewer than 10 items if you have recently deleted any of your recently viewed
items. Likewise, the Recent lists on the tab home pages (for example, the Recent Leads list) may show fewer than
10 or 25 items if you have recently deleted items.

Tips for New Users

Learn the tips you need to be a fast, productive Salesforce user on day one.

Available in: All Editions

New users should keep these tips in mind:

• When you click on an object to find your data, you won’t see a full list of your existing records—Salesforce keeps those
tucked out of view until you manually recall them, in case you want to choose a subset of the full list. Choose an option
within View, and click Go!

• Related lists are links featured at the bottom of object pages. Related lists provide quick access to other related objects that
you might want to visit next. This feature adds a lot of value, because it gives you fast access to information you likely need
next. It means less navigation and can speed up your workflow. In the Accounts object, your related lists might look like
this:

Salesforce delivers the application with some standard related lists, but administrators can also customize some related list
items.
• If you read or hear about a feature that you don’t see in your own interface, don’t worry. Your administrator can customize
it to meet your organization’s needs. If your administrator hasn’t enabled help for the customization, contact them.

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Learn Salesforce Basics Why Can’t I See Some Features?

• Our help and training materials might mention a feature that your company hasn’t enabled, or that your permissions profile
doesn’t allow you to see. If you believe this feature should be in your interface, or might help you in your job, contact the
Salesforce administrator at your company. Not sure who that is? Reach out to the person at your company who introduced
you to Salesforce.
• Save your work! It’s easy to spend a lot of time updating the fields in a record and then to navigate away from that screen
without saving. Make a habit of seeking out the save button before clicking away through another page element.

See Also:
Why Can’t I See Some Features?
Understanding Your Administrator's Role

Why Can’t I See Some Features?

Because Salesforce is highly customizable, you might not have access to all of the product features.

Available in: All editions

You might learn about new Salesforce features in our help documentation and training videos. However, sometimes you’ll
find you can’t access these through your interface. This might happen for several reasons:

• You may need to adjust your custom page views or install external apps to enable the feature.
• Your permissions and access settings for some features are limited.
• Your company customized Salesforce so that some standard objects and fields have different names, or created their own
custom objects and fields.
• The feature you’re looking for isn’t offered in the Salesforce edition that your company uses.

See Also:
Understanding Your Administrator's Role

Understanding Your Administrator's Role

Salesforce administrators are Salesforce users who work at your organization but have additional system administration duties.
Administrators are responsible for setting up Salesforce for their organizations and making sure it runs smoothly. They are
assigned the System Administrator permissions profile, so they can add and configure users and aid user productivity by
customizing Salesforce with custom objects, workflows, validation rules, reports, and more.
All organizations have at least one administrator, but larger ones may have more. Your administrator’s role can be as simple
or as complex as your company’s size and structure. In smaller organizations, the administrator might be someone who also
uses Salesforce the way other users do: to sell products or provide customer service, for example.
There are many Salesforce features and items (such as those detailed in the Learn Salesforce Basics documentation) that you
can modify yourself to suit your own needs. But in some cases, you might want to work with your administrator to help you
get the most out of Salesforce. Here are a few examples.

• You can’t find or use a tab, field, or feature you heard about during training.
• You need a custom workflow to find out when a case is closed.
• You need a custom approval process to sign off on employee expenses.
• You need help creating a custom report for your sales region.

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Learn Salesforce Basics Define Personal Information and Preferences

• You need a user permission that’s not granted as part of your user profile.
• You have questions about your own or others’ access to records.
• You get an error message that tells you to contact your administrator for help or more information.

How you contact your administrator, and under what circumstances, depends on your company’s internal business policies
and practices.

See Also:
Why Can’t I See Some Features?
Granting Login Access

Define Personal Information and Preferences

Activating Your Computer
Password policies available in: All Editions

Watch a Demo (1:29 minutes)

You might be prompted to enter a token (also called a verification code) when you log into Salesforce to activate your computer.
Computer activation allows Salesforce to verify your identity and prevent unauthorized access to the service whenever your
password is changed or reset, or when you log in from a computer you have not previously used to access Salesforce.

1. When prompted, select how you would like to get the token:
SMS Text Message
If your administrator enabled SMS-based identity confirmation, this is the default option. You’re prompted to enter
your mobile phone number when logging into Salesforce. Adding your phone number here verifies your mobile
number and enables this option when you’re challenged.

Note: Administrators can also enter users’ mobile numbers and pre-verify them. If Enable SMS-based
identity confirmation is set when an administrator enters a mobile number for a user, or when a
mobile number is set from an API using the User object, the mobile number is automatically considered
verified. If Enable SMS-based identity confirmation is not set, the new mobile phone number
is not considered verified. “Verified” means that Salesforce will not ask the user to verify a mobile phone
number at login, and that Salesforce will use the number to send the user a verification code when necessary
for SMS-based identity confirmation.

Mobile Authenticator App

If you added a time-based token to your account, you can use this changing, time-based token stored in the mobile
authenticator app to confirm your identity. Select this option when prompted during login.

Email
If you opted out of mobile verification and haven’t added a time-based token, this is the default option. Click Email
me a verification code when prompted during login. Salesforce sends an activation email to the email address specified
on your user detail page. The code can be used for up to 24 hours from the time you requested the verification code.
2. Enter the token or verification code in Salesforce.

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Learn Salesforce Basics Editing Your Personal Information

3. Click Validate and Log In.

Adding a Time-Based Token

You can add a time-based token to your account to use a mobile authenticator app to activate your computer.

Available in: All Editions

Once you add a time-based token to your account, you’ll be prompted to enter the changing token stored in the mobile app
whenever Salesforce needs to confirm your identity, such as when you log in from an unknown IP address.
Note: If you have the “Two-Factor Authentication for User Interface Logins” permission, you must enter this token
every time you log into Salesforce through the user interface. If you have the “Two-Factor Authentication for API
Logins” permission, you must enter this token to access the service instead of the standard security token.

1. Download the supported authenticator app for the type of mobile device you’re using.
2. From your user detail page in Salesforce, click Add next to Time-Based Token.
3. For security purposes, you’re prompted to log into your account.
4. Scan the QR code with the authenticator app on your mobile device.
Alternatively, you can manually enter your username and the key displayed when you click Can’t scan the QR code? into
the app.
5. Enter the token generated from the mobile app into the Token field in Salesforce.
The authenticator app generates a new token every 30 seconds.
6. Click Verify and Add.

Editing Your Personal Information

The available personal setup options vary according to which Salesforce Edition you have.

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

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

3. To make changes, click Edit.

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Learn Salesforce Basics Add a Skill—Pilot

4. Click Save.

See Also:
Changing Your Password
Setting Up Your Chatter Profile

Add a Skill—Pilot
Add skills to share your professional expertise.

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

User Permissions Needed

To add skills: “Create” on Skills and Skill Users

Note: The Skills feature is currently available through a pilot program. For information on enabling skills for your
organization, contact salesforce.com.
When the Skills feature is generally available, it will require a license to Work.com Motivate, Work.com Align, or
Work.com Perform, which are available as add-on licenses for Professional Edition, Enterprise Edition, or Unlimited
Edition, and are included in Performance Edition.
Once the feature is generally available, organizations enrolled in the pilot will have access to their skills data after they
obtain a Work.com license.

1. From Setup, click Manage Users > Users.

2. Click on your name to open your user detail page.
3. In the User Skills related list, click New Skill.
4. Enter the name of your skill and an optional description.
5. Click Save.
The skill is created.
6. Under the People with Skill section, click Add User.
7. Enter your name in the User field.
8. Click Save.
The skill is associated with you.

You can also add skills on Chatter profile pages.

See Also:
Remove a Skill—Pilot
Endorse a Skill—Pilot

Remove a Skill—Pilot
Remove a skill if it no longer applies.

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Learn Salesforce Basics Add a Skill—Pilot

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

User Permissions Needed

To remove skills: “Read” on Skills
AND
“Delete” on Skill Users

1. From Setup, click Manage Users > Users.

2. Click your name to open the user detail page.
3. In the User Skills section, click Del next to the skill you want to remove.
4. Click OK.

The skill is no longer associated with you, but it’s not deleted. Only skill owners with the proper permissions and users with
“Modify All Data” can delete skills.
You can also remove skills on Chatter profile pages.

See Also:
Add a Skill—Pilot
Endorse a Skill—Pilot

Endorse a Skill—Pilot
Endorse a user’s skill to promote their expertise in a specific area.

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

User Permissions Needed

To add endorsements to skills: “Create” on Endorsements
AND
“Read” on Skills and Skill Users

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Learn Salesforce Basics Changing Your Password

1. From Setup, click Manage Users > Users.

2. Click the name of the user you’d like to endorse.
3. In the User Skills section, click the Skill User Name or Endorsements link next to the skill you’d like to endorse.
4. Click Add Endorsement.
5. Click Save.

You can also endorse skills on Chatter profile pages.

See Also:
Add a Skill—Pilot
Remove a Skill—Pilot

Changing Your Password

Available in: All Editions

We recommend changing your password periodically to protect the privacy of your data. If your administrator specifies that
user passwords expire on a periodic basis, you’ll be prompted to change your password at the end of each period.

Note: If you have the “User Single Sign-On” permission, only an administrator can reset your password. Contact
your administrator for assistance.

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

• If you clicked My Settings, select Personal > Change My Password.

3. Enter the password information requested.

4. Click Save.

See Also:
Retrieving Forgotten Passwords
Resetting Your Security Token
Activating Your Computer

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Learn Salesforce Basics Editing Your Language and Locale Settings

Editing Your Language and Locale Settings

Available in: All editions except Database.com

• If you clicked Setup, select My Personal Information > Personal Information, then click Edit.
• If you clicked My Settings, select Personal > Language & Time Zone.

3. Specify these settings as needed:

• For Time Zone, select your primary time zone.

• For Locale, select your country or geographic region.
• For Language, select your primary language. All text and online help appears in the language you select.
• For Email Encoding, select the character set and encoding option for email that you send from Salesforce.

4. Click Save.

Editing Email Settings

Available in: All Editions except for Database.com

To alter email settings that apply to all outbound emails you send from within the application:

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 side of the page, select Email > My Email Settings.
3. Make your changes.

Note: In Personal and Developer Editions, a Salesforce-specific tag line is added below your personal signature on
all outbound emails.

Sharing Your Calendar

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

You can grant access to other users, personal and public groups, roles, or roles and subordinates to view your calendar.

• If you clicked Setup, click My Personal Information > Calendar Sharing.

• If you clicked My Settings, click Calendars & Reminders > Calendar Sharing.

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Learn Salesforce Basics Setting Record Type Preferences

3. Click Add to share your calendar with others.

4. Use the arrows to add or remove users, roles, or groups to your calendar.
5. Use the Calendar Access drop-down list to specify how you want to share your calendar. Select one of the following:

Option Description
Hide Details Others can see whether given times are available, but cannot
see any other information about the nature of events in the
calendar.
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.

6. Click Save.

The available Calendar Access options vary depending on the organization-wide calendar sharing level set by your
administrator. Only choices that make your calendar access less restrictive are available. Calendar sharing settings affect the
visibility of items on a calendar, but do not give access to event detail pages.

Note: Regardless of whether your organization's sharing settings specify using hierarchies, activities associated with
a record are still visible to users above the activity’s assignee in the role hierarchy.

Setting Record Type Preferences

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

Set an option to automatically insert your default record type when creating new records. Using this setting, you can bypass
the page prompting you to select a record type. If you have several different record types available to you, you may prefer to
be prompted to select a record type every time you create a new record.

• If you clicked Setup, click My Personal Information > Record Type Selection.
• If you clicked My Settings, click Display & Layout > Set Default Record Types.

3. Check any box to automatically select the default record type when creating records of that type.
Any unchecked boxes indicate that you prefer to be prompted to select a record type.
4. Click Save.

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Learn Salesforce Basics Get Set up for the Way You Work

Note: The Record Type Selection option may not be available because your organization is not using record types
or multiple record types are not available for a particular tab.
Individual checkboxes are only offered when you have more than one record type available for a tab.
If your organization uses person accounts, note that checking the Account box on this page causes one default record
type selection for all types of accounts. It is not possible to set separate default record type selections for business
accounts and person accounts. If you work with both types of accounts, leave the box blank.

Get Set up for the Way You Work

Browsers

Supported Browsers
Learn about the browsers we support for Salesforce.

Important: Beginning Summer ’15, we’ll discontinue support for Microsoft® Internet Explorer® versions 7 and 8.
For these versions, this means that some functions may no longer work after this date. Salesforce.com Customer
Support will not investigate issues related to Internet Explorer 7 and 8 after this date.

Browser Comments
Microsoft® Internet Explorer® versions 7, 8, If you use Internet Explorer, we recommend using the latest version. Apply
9, 10, and 11 all Microsoft software updates. Note these restrictions.
• The Compatibility View feature in Internet Explorer isn’t supported.
• The Metro version of Internet Explorer 10 isn’t supported.
• Internet Explorer 7, 8, and 9 aren’t supported for login hints for multiple
accounts, nor do they display the “Log in to a custom domain” link on the
salesforce.com login page.
• Internet Explorer 7 and 8 aren’t supported for the Developer Console or
the Data Import Wizard.
• Internet Explorer 7 isn’t supported for Open CTI.
• Internet Explorer 7 isn’t supported for Salesforce CRM Call Center built
with CTI Toolkit version 4.0 or higher.
• Internet Explorer 7 isn’t supported for Force.com Canvas.
• Internet Explorer 7 isn’t supported for Salesforce console features that
require more advanced browser performance and recent Web technologies.
The console features not available in Internet Explorer 7 include:

◊ The Most Recent Tabs component

◊ Multiple custom console components on sidebars
◊ Multi-monitor components

For configuration recommendations, see Configuring Internet Explorer on

page 35.

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Learn Salesforce Basics Browsers

Browser Comments
Mozilla® Firefox®, most recent stable version Salesforce.com makes every effort to test and support the most recent version
of Firefox. For configuration recommendations, see Configuring Firefox on
page 36.
Google Chrome™, most recent stable version Google Chrome applies updates automatically; salesforce.com makes every
effort to test and support the most recent version. There are no configuration
recommendations for Chrome. Chrome isn’t supported for the Console tab
or the Add Google Doc to Salesforce browser button.
Apple® Safari® versions 5.x and 6.x on Mac There are no configuration recommendations for Safari. Apple Safari on iOS
OS X isn’t supported.
• Safari isn’t supported for the Salesforce console.
• Safari isn’t supported for Salesforce CRM Call Center built with CTI
Toolkit versions below 4.0.

Recommendations and Requirements for All Browsers

• For all browsers, you must enable JavaScript, cookies, and SSL 3.0.
• Salesforce.com recommends a minimum screen resolution of 1024 x 768 for the best possible user experience. Screen
resolutions smaller than 1024 x 768 may not display Salesforce features such as Report Builder and Page Layout Editor
properly.
• For Mac OS users on Apple Safari or Google Chrome, make sure the system setting Show scroll bars is set to Always.
• Some third-party Web browser plug-ins and extensions can interfere with the functionality of Chatter. If you experience
malfunctions or inconsistent behavior with Chatter, disable all of the Web browser's plug-ins and extensions and try again.

Certain features in Salesforce—as well as some desktop clients, toolkits, and adapters—have their own browser requirements.
For example:
• Internet Explorer is the only supported browser for:
◊ Standard mail merge
◊ Installing Salesforce Classic on a Windows Mobile device
◊ Connect Offline

• Firefox is recommended for the enhanced page layout editor.

• Browser requirements also apply for uploading multiple files on Chatter.

Discontinued or Limited Browser Support

As of Summer ’12, salesforce.com discontinued support for Microsoft® Internet Explorer® 6. Existing features that have
previously worked in this browser may continue to work through 2014. Note these support restrictions.
• Internet Explorer 6 isn’t supported for:
◊ Chatter
◊ Global search
◊ Answers
◊ Cloud Scheduler
◊ The new user interface theme
◊ Quote Template Editor
◊ Salesforce console
◊ Salesforce Knowledge

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Learn Salesforce Basics Browsers

◊ Live Agent
◊ Forecasts
◊ Chatter Answers
◊ Enhanced profile user interface
◊ Site.com
◊ Schema Builder
◊ Joined reports
◊ Enhanced dashboard charting options

Internet Explorer 7 isn’t supported for Site.com and Chatter Messenger. For systems running Microsoft Windows XP, Internet
Explorer versions 7 and 8 with the latest security patches are supported for Chatter Answers.

Getting Plug-ins for Viewing Documentation and Online Training Courses

Download the plug-ins you need to view Salesforce PDF documentation and online training courses.

Available in: All Editions except Database.com

• Adobe Reader—For viewing PDF documentation. Go to the Adobe Reader download page to download a free copy.
• Macromedia Flash Player—For taking online training courses. Go to the Adobe Flash Player download page to download
a free copy.

Learning Keyboard Shortcuts

Use keyboard shortcuts to work efficiently in Salesforce.

Available in: All Editions except Database.com

In addition to the standard keyboard shortcuts available with your Web browser, Salesforce supports these keyboard shortcuts.
• Press ALT plus any number between 0 and 9 to highlight an item in the Recent Items list in the sidebar. For example,
press ALT+1 to highlight the first item in the list, ALT+2 to highlight the second item, and so on. Pressing ALT+0
highlights the tenth item in the list.
Note: If you’re using Mozilla® Firefox®, press SHIFT+ALT plus a number to automatically display the item you
highlighted. If you’re using Mozilla Firefox on a Mac, press CTRL plus a number. If you’re using Microsoft®
Internet Explorer®, press ALT plus a number and then press Enter to display the highlighted item.

• If your organization has enabled the collapsible sidebar, press ALT+S to open or close the sidebar. Opening the sidebar
using ALT+S automatically places your cursor in the Search box.

Configuring Internet Explorer

Available in: All Editions

If you use Internet Explorer, we recommend using the latest version. Apply all Microsoft software updates.
To maximize the performance of Internet Explorer, set the following options in the Internet Options dialog box, which you
can open by clicking Tools > Internet Options:

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Learn Salesforce Basics Browsers

General Tab
1. From the General tab, click Settings under Browsing History.
2. For the Check for newer versions of stored pages option, select Automatically.
3. For the Disk space to use option , enter at least 50 MB.

Security Tab
1. From the Security tab, click Custom Level under Internet and scroll to the Scripting section.
2. Make sure the Active Scripting option is enabled. JavaScript depends on this setting being enabled.

Privacy Tab
1. From the Privacy tab, click Advanced.
2. Select the Override automatic cookie handling option.
3. Select the Always allow session cookies option.
4. For the Third-party Cookies option, select Accept.

Advanced Tab
From the Advanced tab, scroll to the Security section and do the following:
• Do not select the Do not save encrypted pages to disk option.
• Select the Use SSL 3.0 option.

Tip: The Empty Temporary Internet Files folder when browser is closed option causes
the cache to clear when Internet Explorer is shut down. This increases privacy, but may decrease performance.

Available in: All Editions

Salesforce.com makes every effort to test and support the most recent version of Firefox.

Required Settings
Make sure Firefox can accept cookies.
1. Click Tools > Options.
2. Go to the Privacy panel.
3. For the Firefox will option, select Use custom settings for history
4. Select the Accept cookies from sites option.
5. Select the Accept third-party cookies option.
6. For the Keep until option, select they expire.
7. Click OK.

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Fields

Advanced Settings
Optionally, configure advanced caching preferences to maximize performance.
1. Type about:config in the browser's location bar, and then press Enter.
2. If a warning displays, click I'll be careful, I promise!
3. Search for the following preferences and set them to the recommended value by double-clicking the preference name.
Changes take effect immediately.
4. Change how the browser retains common resources across requests by setting the following caching preferences.

Preference Recommended Value Default Value

browser.cache.check_doc_frequency 3 3
browser.cache.disk.capacity 50,000 or more; increase to use more hard disk 50,000
space
browser.cache.disk.enable True True
browser.cache.disk_cache_ssl True False
browser.cache.memory.enable True True
network.http.use-cache True True

Note: You can set some of these preferences by clicking Tools > Options in the Firefox browser. Refer to Firefox
Help for details.

Tip: Setting privacy.sanitize.sanitizeOnShutdown to “True” causes the cache to clear when Firefox shuts down. This
increases privacy, but may decrease performance.
To view the contents of your cache, type about:cache in the Firefox location bar and press Enter.
Refer to MozillaZine Knowledge Base and Firefox Support Home Page for more information on these and other
preferences.

Understanding Your Access to UI Elements, Records, and Fields

Available in: All Editions except Database.com

Your administrator can customize many different areas to secure your company's data. Additionally, users in Professional,
Enterprise, Unlimited, Performance, and Developer Edition organizations can control the access that other users have to their
data by sharing records individually with colleagues.
To determine whether you can access data, review this table:

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Learn Salesforce Basics Understanding Your Access to UI Elements, Records, and
Fields

Action Access Needed

To view a tab: • You must have the “Read” permission on the records within
that tab.
• Make sure you have customized your personal display to
show the tab.

To view a record: • Make sure you have the “Read” permission on the type of
record you want to view.
• Professional, Enterprise, Unlimited, Performance, and
Developer Edition organizations can set a sharing model
that determines the access users have to records they do
not own. Depending on your sharing model, the owner
may need to share the record with you if you are not the
owner of the record or above the owner in the role
hierarchy.
• Enterprise, Unlimited, Performance, and Developer
Edition organizations can use territory management to
grant access to accounts, opportunities, and cases.

To view a field: • Make sure you have the “Read” permission on the type of
record for the field.
• For Enterprise, Unlimited, and Performance Edition
organizations, check the field-level security; your field-level
security settings may prevent you from seeing the field.
• Check your page layout; depending on your page layout
settings, you may see some fields and not others.

To edit a field: • Make sure you have the “Edit” permission on the type of
record for the field.
• For Enterprise, Unlimited, and Performance Edition
organizations, check the field-level security; your field-level
security settings may set a field to “Read-Only.”
• Check your page layout; page layouts can set fields to read
only.

To view a related list: • Make sure you have the “Read” permission on the type of
records displayed in the related list.
• Check your page layout; depending on your page layout
settings, you may see some fields and not others.

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Learn Salesforce Basics Customizing Your Display

Action Access Needed

To view a button or link: • Make sure you have the necessary permission to perform
the action. Buttons and links only display for users who
have the appropriate user permissions to use them.

See Also:
Granting Access to Records
Viewing Which Users Have Access to Your Records
Record Access Levels

Customizing Your Display

Available in: All Editions except for Database.com

You can customize your Salesforce display through your personal settings.

• Customize which tabs display in your app and in what order

• Customize what displays on your pages

Customizing Your Tabs

Specify which tabs display when you log in, or if you have multiple apps, which tabs display in each app.

Available in: All editions except Database.com

• If you clicked Setup, select My Personal Information > Change My Display, and click Customize My Tabs.
• If you clicked My Settings, select Display & Layout > Customize My Tabs.

3. If you have access to multiple apps, select the app whose tabs you want to customize from the Custom Apps drop-down
list.
By default, you’ll see the tabs for the selected custom app that are set for your profile.

Note: The first tab that displays when you select an app may change if your administrator changes the app’s
default landing tab.

4. If desired, add each tab you want to display and change the display order of the tabs you’ve selected.
5. Click Save.

Customizing Your Pages

Specify the related lists that appear in detail pages.

Available in: All editions except Database.com

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. Do one of the following:

• If you clicked Setup, from the left pane, select My Personal Information > Change My Display. Select an object from
the drop-down list, and click Customize My Pages.
• If you clicked My Settings, from the left pane, select Display & Layout > Customize My Pages. Select an object from
the drop-down list, and click Customize Page.

For your Home tab, select the dashboard snapshot to display on the Home tab. The link to customize your Home tab is
available only if your administrator has customized your home page layout to include a dashboard.
For all other tabs, specify which related lists display on your detail pages.

• To add or remove related lists, select a related list and click the Add or Remove arrow.

Note: This setting may change if your administrator changes the page layout for a particular tab.

• To change the order of the related lists, select a related list title in the Selected List box, and click the Up or Down
arrow.

3. Click Save.

Adding Tabs for Frequently Used Items

The Salesforce user interface is composed of tabs, which serve as starting points for viewing, adding, and editing information
for an object. Different apps can have different sets of tabs. Add tabs for items you use frequently in any app.

Available in: All editions except Database.com

1. Click the Plus icon ( ) that appears to the right of your current tabs.
The All Tabs page appears. By default, it shows all the tabs you have available to view or add.
2. If you want to see a list of just the tabs for a specific app, select that app from the View drop-down.
3. Click Customize My Tabs.
4. In the Custom App dropdown, select the app where you want the tab to appear.
For example, if you want the Ideas tab to appear in your Marketing app, select Marketing and the Ideas tab will appear
in that app only.
5. Use the Add and Remove arrows to move tabs from the Available Tabs list to the Selected Tabs list. Use the Up and
Down arrows to change the order of the tabs.

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Learn Salesforce Basics Viewing Available Salesforce Tabs

6. Click Save.
7. If you added a tab to an app you’re not actively using, open that app to see your new tab.

See Also:
Viewing Available Salesforce Tabs

Viewing Available Salesforce Tabs

Available in: All Editions except for Database.com

To view all the tabs available to you in Salesforce, click the plus icon (+) next to the main tabs.

Using this page, you can:

• Click any of the tab names to quickly jump to that tab.

• If you have multiple apps, use the View drop-down list to see each app’s logo and included tabs.
• Click Customize My Tabs to change how tabs display on your screen.

See Also:
Adding Tabs for Frequently Used Items

Accessibility

Accessibility Standards Overview

Learn about the standards salesforce.com follows to design applications with accessibility in mind.

Available in: All Editions except Database.com

Salesforce.com is committed to providing on-demand enterprise applications accessible to all individuals, including users
working with assistive devices, such as speech recognition software and screen readers. To help meet our goal of universal
design, salesforce.com follows the internationally recognized best practices in Section 508 of the Rehabilitation Act and the
Web Content Accessibility Guidelines (WCAG) 2.0 Level AA to the extent possible.
Our Voluntary Product Accessibility Template (VPAT) is a tool used to document a product’s conformance with the accessibility
standards under Section 508 of the Rehabilitation Act and includes an accessibility assessment of our products.

General Accessibility Requirements

Consider these requirements when using Salesforce.
• JavaScript support must be available and turned on.

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Learn Salesforce Basics Accessibility

• After a specified period of inactivity, a session timeout popup window automatically displays, prompting you to log out or
continue working. Your administrator can set this time interval or disable it altogether. Your browser must allow pop-ups
in Salesforce; otherwise you won’t receive a warning about the upcoming timeout.
• Pilot and Beta features may not be accessible.

Recommended Browsers
For general accessibility testing, salesforce.com uses the most current version of Mozilla® Firefox® and Microsoft® Internet
Explorer® on Windows®, and Apple® Safari® on OS X®.

Contacting Salesforce.com with Accessibility Concerns

To access documentation and knowledge base articles or to contact customer support, click the Help & Training link at the
top of any page.
To report any accessibility concerns or to request an alternate format of any document, send an email to
[email protected].
Note: Customer support is not available for Personal and Developer Edition users. In addition, knowledge base
access is not available for Developer Edition users. All users are welcome to contact [email protected] in
English with any accessibility-related queries.

Accessibility Mode Overview

Learn how accessibility mode changes your experience using Salesforce.

Available in: All Editions except Database.com

Salesforce includes an alternate user interface mode that lets users with assistive devices, such as speech recognition software
and screen readers, work with Salesforce more effectively. Most new features are designed with accessibility in mind and are
inherently accessible in the standard mode. However, you may find that accessibility mode better suits your needs, particularly
when using speech recognition or screen reading software to create reports and dashboards or interact with list views.
Accessibility mode includes the full functionality of Salesforce with the modifications detailed here to create a better experience
for users with assistive devices.

Accessibility Mode Features that Enhance Usability

• Access setup pages from a Setup link at the top of the page.
• Drop-down menus include a Go button that you select to navigate to the option you choose in the drop-down list.
• Menu buttons are rendered as a drop-down list with a Go button.
• Overlay pages are rendered as separate pop-up windows.
• The HTML editor is replaced with a text box. This text box only accepts HTML and does not recognize plain text entries
like carriage returns. To separate content, you must use paragraph or line break HTML tags.
• When viewing a dashboard, the View Dashboard auto-complete filter is replaced with a standard drop-down menu.
• The Edit Columns link on the Manage Members page, accessible via the Manage Members drop-down on a campaign
detail page, becomes a drop-down button. The Edit Columns overlay is replaced by a standard setup page.
• Clicking a requested meeting in the Open Activities related list and in some list views doesn’t open the meeting detail
page. Instead, a dialog opens that instructs you to contact the meeting organizer for details about the requested meeting.
• The Turn My Email On drop-down list on a Chatter group displays as a Chatter Email Settings link that opens your
settings for receiving Chatter email.

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Learn Salesforce Basics Accessibility

Disabled Calendar Features

• Event detail overlays in the calendar view
• Drag-and-drop editing
• Drag-and-drop scheduling
• Click-and-create events
• The New Meeting Request button on the Open Activities related list
Note: As a result, you can’t request a meeting in accessibility mode, and the Requested Meetings subtab in the
Calendar section of the Home tab doesn’t display any meetings.

Disabled Report and Dashboard Features

• Drag-and-drop editing in the dashboard builder
• Creating and editing reports in report builder
Note: Report builder is required to create or edit joined reports and reports containing cross filters or buckets.
Users with accessibility mode enabled can run those reports, but can’t create or edit them. To create reports in
accessibility mode, you must use the report wizard.

• Drag-and-drop to move reports and dashboards between folders

Disabled List View Features

• Related list hover links
• These enhanced list features:
◊ Inline editing
◊ Rearranging and adjusting the width of columns
◊ Editing, deleting, or refreshing the current list view
◊ Changing the number of records displayed per page
◊ Jumping to a specific page of results

Other Disabled Features

• The Check Spelling button for solutions
• The latest Manage Members page
• The Recent Tags drop-down menu when you add the tag component to the sidebar
• When finding similar opportunities, the Match Criteria sidebar on the search results page
• The list of similar questions as you type a question in an answers community
Tip: Users with accessibility mode enabled should use the search box on the Answers tab to see if their question
has already been asked before they post their question.

Enable Accessibility Mode

Optimize your experience using Salesforce with assistive devices, such as speech recognition software and screen readers, by
enabling accessibility mode.

Available in: All Editions except Database.com

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Learn Salesforce Basics Accessibility

• If you clicked Setup, select My Personal Information > Personal Information, then click Edit.
• If you clicked My Settings, select Display & Layout > Accessibility.

3. Select Accessibility Mode.

4. Click Save.

See Also:
Recommendations for Salesforce Accessibility

Recommendations for Salesforce Accessibility

Learn about Salesforce accessibility features designed for users working with assistive devices, such as speech recognition
software and screen readers.

Available in: All Editions except Database.com

Here are some recommendations to help you work with Salesforce:

• Sighted Keyboard Users on page 44

• Screen Reader Users on page 45
• Deaf or Hearing Impaired Users on page 46
• Specific Color Users on page 46
• Low-Vision Users Who Need Magnification on page 46

Sighted Keyboard Users

These Salesforce features help ensure an accessible experience:
• Accessibility Mode helps you work more effectively with Salesforce, particularly reports, dashboards, and list views. See
Accessibility Mode Overview on page 42 for more information.
• Selected areas on the screen include highlights to give you an on-screen visual indication of focus.
• These elements are identified in our page markup to help you interact with them:
◊ Headings are marked up as headings rather than fieldset and legend elements for grouping form controls.
◊ The main heading for the page (typically at the start of the main content area) is a level 1 heading. You can shift to
this heading with a shortcut key.
◊ Data tables have data table markup (except enhanced listviews in Standard Mode only) to aid identification of headers
for each cell.
◊ Lists provided in the main content area are marked up as lists.

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Learn Salesforce Basics Accessibility

• Keyboard focus is placed inside of dialog boxes when they open and will remain locked there until the dialog is closed.
• On edit pages, the keyboard focus defaults to the first editable field on the page. When creating or editing a task or event,
the keyboard focus defaults to the Subject field, regardless of its location on the page.
• Buttons, links, and fields that aren't currently active are labeled with a “disabled” attribute. For example, when using a
wizard with multiple steps, some buttons may be disabled until you select a specific option.

Screen Reader Users

Salesforce on-demand applications are designed to take advantage of the latest features of the most widely used screen reading
software. Although you might find that many browser and screen reader combinations work well, we recommend you use the
most current versions of Mozilla® Firefox® and JAWS® or NVDA with Salesforce.
These Salesforce features help ensure an accessible experience:

• Accessibility Mode helps you work more effectively with Salesforce, particularly reports, dashboards, and list views. See
Accessibility Mode Overview on page 42 for more information.
• Important images have text alternatives equivalent to the purpose of the image; non-important images have empty text
equivalents or are implemented through CSS. Images showing detailed information are also links to source data. For
example, Dashboards contain charts and graphs that are visual in nature. To access the report data used to generate the
chart or graph, simply select the dashboard component.

Note: The underlying report may contain additional data than what is represented in the dashboard component.
In addition, the underlying report may contain some data that you don't have access to view due to sharing settings.

• These elements are identified in our page markup to help you interact with them:

◊ Headings are marked up as headings rather than fieldset and legend elements for grouping form controls.
◊ The main heading for the page (typically at the start of the main content area) is a level 1 heading. You can shift to
this heading with a shortcut key.
◊ Data tables have data table markup (except enhanced listviews in Standard Mode only) to aid identification of headers
for each cell.
◊ Lists provided in the main content area are marked up as lists.

• A skip link (the first keyboard-focusable link on each page) allows you to shift the focus to the start of the main content
area. This generally bypasses the navigational menus before the main content area, greatly reducing the number of tab
presses that would otherwise be required to reach the main content area of the page.
• Keyboard focus is placed inside of dialog boxes when they open and will remain locked there until the dialog is closed.
• On edit pages, the keyboard focus defaults to the first editable field on the page. When creating or editing a task or event,
the keyboard focus defaults to the Subject field, regardless of its location on the page.
• Buttons, links, and fields that aren't currently active are labeled with a “disabled” attribute. For example, when using a
wizard with multiple steps, some buttons may be disabled until you select a specific option.
In addition, we recommend you enable these personalized web settings in your screen reader:
• Set pages to refresh automatically.
• Turn on live region update announcements.
• Set text links to show titles. This setting ensures the screen reader announces information provided through a link's title
attribute, such as a warning that a new window will open.
• Set headings to announce Headings and Levels. Heading markup is used to provide context as well as navigation.
• Add common signs, such the @ (at) sign for mentioning people in Chatter posts and comments, to your screen reader
dictionary to customize how they’re announced by default.

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Learn Salesforce Basics Setup FAQs

Deaf or Hearing Impaired Users

Salesforce.com provides video demos hosted on YouTube. To view synchronized captions for videos, click Watch on
YouTube.com in the bottom-right corner of embedded videos.

Specific Color Users

Browser and operating system settings don’t change the colors displayed within images, and Salesforce implements many
images as background images (which aren’t displayed when browser and operating system settings for color display are in
effect). If you rely on browser settings and your operating system to change your display to a particular color combination, you
may need to:

• Display image text alternatives to access information provided by important images.

• Override our CSS for these classes: assistiveText, zen-assistiveText. Then set your browser settings according to your
preferences.
In addition:

• Some charts (for example, in reports and dashboards) rely on color to display information. If you have trouble interpreting
the information in charts, select Color-Blind Palette on Charts from your personal detail page. This option sets
an alternate color palette for charts that has been optimized for use by color-blind users. Dashboard emails don’t use the
alternate palette. You can also click a chart to view its source report.
• Dashboards contain charts and graphs that are visual in nature. To access the report data used to generate the chart or
graph, simply select the dashboard component.

Low-Vision Users Who Need Magnification

Salesforce supports standard OS-level, browser, and third-party magnification tools. Adjust the zoom setting to suit your
needs.
These elements are identified in our page markup. You can alter the styles for these elements to help you identify them.

• Headings are marked up as headings rather than fieldset and legend elements for grouping form controls.
• The main heading for the page (typically at the start of the main content area) is a level 1 heading. You can shift to this
heading with a shortcut key.
• Data tables have data table markup (except enhanced listviews in Standard Mode only) to aid identification of headers for
each cell.
• Lists provided in the main content area are marked up as lists.

Setup FAQs

View and Display FAQ

• What languages does Salesforce support?
• Why can't I see some buttons and links?
• Why can't I view Salesforce popup windows such as lookup dialogs and the Help & Training window?
• Why did my data disappear when I pressed the Backspace key while editing a record?

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Learn Salesforce Basics Setup FAQs

• Can I change or delete the drop-down list of entries that appears when I edit a text field?

What languages does Salesforce support?

Salesforce.com offers three levels of language support: fully supported languages, end user languages, and platform-only
languages. All languages are identified by a two-character language code (such as en) or a five-character locale code (such as
en_AU).
Note: Setting a default locale is different from setting a default language.

Aside from the three levels of language support for Salesforce features, documentation, and application development tools,
there are two ways you can actually localize your organizations. First, the Translation Workbench: The Translation Workbench
lets you specify languages you want to translate, assign translators to languages, create translations for customizations you’ve
made to your Salesforce organization, and override labels and translations from managed packages. Everything from custom
picklist values to custom fields can be translated so your global users can use all of Salesforce in their language.
If your custom application uses a small number of Salesforce’s standard tabs and fields, you can translate them by renaming
tab and field labels.

Fully Supported Languages

You can change the language for all features, including Help, to one of the following fully supported languages from Setup
by clicking Company Profile > Company Information > Edit.
• Chinese (Simplified): zh_CN
• Chinese (Traditional): zh_TW
• Danish: da
• Dutch: nl_NL
• English: en_US
• Finnish: fi
• French: fr
• German: de
• Italian: it
• Japanese: ja
• Korean: ko
• Portuguese (Brazil): pt_BR
• Russian: ru
• Spanish: es
• Swedish: sv
• Thai: th*
* Even though the Salesforce interface is fully translated to Thai, Help remains in English.

End User Languages

For end user languages, Salesforce provides translated labels for all standard objects and pages except Setup and Help. End
user languages are useful if you have a multilingual organization or partners who speak languages other than your company’s
default language.
When you specify an end user language, labels and Help that are not translated fall back to English except for Spanish (Mexico),
which falls back to Spanish.
• Arabic: ar

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Learn Salesforce Basics Setup FAQs

• Bulgarian: bg
• Czech: cs
• English (UK): en_GB
• Greek: el
• Spanish (Mexico): es_MX
• Hebrew: iw
• Hungarian: hu
• Indonesian: in
• Norwegian: no
• Polish: pl
• Romanian: ro
• Turkish: tr
• Ukrainian: uk
• Vietnamese: vi

Platform-Only Languages
Platform-only languages are used when you want to localize custom functionality (apps) that you’ve built on the Salesforce
platform. With platform-only languages you can localize the custom labels, custom objects, and field labels in situations where
Salesforce does not provide any default translations.
Platform-only languages are available in all of the places where you can select a language in the application, however, when
you select a platform-only language all labels in the application still default to English. You can translate all customizations
made to Salesforce into a platform-only language, and you can use renaming to provide translations for standard field names
on most objects. Informative text and non-field label text is not translatable.
When you specify a platform-only language, labels for standard objects and fields fall back to English except: English (Australia),
English (India), English (Malaysia), and English (Philippines) fall back to English (UK); French (Canada) falls back to French;
Moldovan falls back to Romanian; Montenegrin falls back to Serbian (Latin); and Portuguese (European) falls back to
Portuguese (Brazil).
• Albanian: sq
• Armenian: hy
• Basque: eu
• Bosnian: bs
• Croatian: hr
• English (Australia): en_AU
• English (Canada): en_CA
• English (India): en_IN
• English (Malaysia): en_MY
• English (Philippines): en_PH
• Estonian: et
• French (Canada): fr_CA
• Georgian: ka
• Hindi: hi
• Icelandic: is
• Irish: ga
• Latvian: lv
• Lithuanian: lt
• Luxembourgish: lb
• Macedonian: mk
• Malay: ms

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Learn Salesforce Basics Setup FAQs

• Maltese: mt
• Moldovan: ro_MD
• Montenegrin: sh_ME
• Portuguese (European): pt_PT
• Romansh: rm
• Serbian (Cyrillic): sr
• Serbian (Latin): sh
• Slovak: sk
• Slovenian: sl
• Tagalog: tl
• Urdu: ur
• Welsh: cy

Why can't I see some buttons and links?

Buttons and links only display for users who have the appropriate permissions to use them. For example, users who do not
have the “Delete” permission on opportunities do not see the Delete button on an opportunity detail page nor do they see the
Del link on an opportunity related list.

Why can't I view Salesforce popup windows such as lookup dialogs and
the Help & Training window?
If your browser's popup blocker settings are configured for maximum security, you won’t be able to view any popup windows
within Salesforce—even those that provide necessary functionality such as the calendar popup for choosing a date on an activity,
lookup dialogs for selecting a record, the Help & Training window, and more.
To test your popup settings:
1. At the top of any Salesforce page, click the down arrow next to your name. From the menu under your name, select Setup
or My Settings—whichever one appears.
2. From the left pane, select one of the following:
• If you clicked Setup, select My Personal Information > Reminders.
• If you clicked My Settings, select Calendars & Reminders > Reminders.

3. Click Preview Reminder Alert

To allow popup windows for Salesforce, add Salesforce as a trusted site within your browser's popup blocker settings. Consult
the online help for your browser for specific instructions.
Some browser add-ons, like the Google toolbar, also have popup blocking. Consult your software documentation on those
products for details on how to configure them to allow popup windows from Salesforce.

Why did my data disappear when I pressed the Backspace key while
editing a record?
Some versions of Internet Explorer use the Backspace key as a keyboard shortcut for the browser’s Back button. When you
press the Backspace key and your cursor is not within a text field, the browser goes back to the previous page, making it appear
that your data has been lost. To retrieve your data and return to the page you were working on, click your browser’s Forward
button.

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Learn Salesforce Basics Navigate Salesforce

Can I change or delete the drop-down list of entries that appears when
I edit a text field?
No. These auto-complete entries that appear when you are editing certain text fields are a feature of Internet Explorer. The
browser remembers text you have entered previously and provides a list of those entries for you to automatically complete the
field. If you would like to turn this feature off, click Tools on your browser’s menu bar, select Internet Options, click the
Content tab, and then choose the AutoComplete button to change your browser’s settings.

Navigate Salesforce
Opening a Different Salesforce App
Available in: All editions except Database.com

User Permissions Needed

To use an app: Access to that app as specified in your user profile or
permission set.

Using the App Launcher

The App Launcher presents icons for all of the current user’s standard apps and connected apps in a single tab.

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

User Permissions Needed

To see the App Launcher: “Use Identity Features”

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Learn Salesforce Basics Understanding Salesforce Pages

The App Launcher presents logos that link to your connected apps and standard apps, all from one tab in Salesforce. Users
must be assigned a profile or permission set with “Use Identity Features” enabled and the App Launcher set to Visible to see
it. Then, it appears as an app in the Force.com App Menu.
Administrators using the System Administrator profile automatically have access to the App Launcher (Administrators using
profiles cloned from the System Administrator profile do not).
Users must have access to a standard app or connected app for it to appear in the App Launcher. In addition, the connected
app must have a valid Start URL.
Select the App Launcher on any Salesforce page from the drop-down app menu.

In the App Launcher, click an installed app icon to launch the app.

Understanding Salesforce Pages

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Learn Salesforce Basics Understanding Salesforce Pages

New to open the Account Edit page where you’ll enter information for the account. Click Save, and you’ll see the Account’s
Detail page. Return to the Accounts Home page and the new account is listed.
Salesforce tabs can have multiple types of pages, including Home, Edit, and Detail pages, and you can create list views for
some objects. Chatter has one primary page type: a feed. And Data.com has a search interface. Dashboards and reports have
their own page styles, as well.
Your system administrator typically sets up page layouts for standard objects and enables the navigation features your organization
can use, but interacting with Salesforce is easier if you understand the most common page elements for the most frequently
used objects. They include:
1. A tag bar, where you can view and add tags for a record.
2. A feed, where you can add and view comments about a record.
3. A sidebar, where you can do things like search and quickly create new records.
4. Sections for the record, with key fields and links.
5. Related lists, which group and display links to other records associated with the one you’re viewing. You can change the
order of related lists on your page.
6. Various links that help you move around the page or go to different pages or external sites.
Let’s look at these elements on an account detail page.

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Learn Salesforce Basics Understanding the Salesforce Sidebar

See Also:
Tags Overview
Understanding the Salesforce Sidebar
Navigating Object Home Pages
Home Tab Overview

Understanding the Salesforce Sidebar

Available in: All Editions except Database.com

The sidebar column that appears on the left side of most Salesforce pages provides convenient access to the following links
and commands.

• Search
Use the header search box, if you don't have sidebar search.
• The Tags link and Recent Tags drop-down list
• The Divisions drop-down list
• The Create New drop-down list
• A Calendar shortcut to your last used calendar view
• The Recent Items list
• Messages and Alerts
• Custom Links
• A shortcut to the Recycle Bin

The options in your sidebar vary depending on the features you have enabled and whether your administrator has customized
the page layout.

Showing and Hiding the Collapsible Sidebar

Available in: All editions except Database.com

If your administrator has enabled the Collapsible Sidebar, you can show or hide the sidebar as needed.
Note: Call center users won't see incoming calls if they collapse the sidebar.

Click the edge of the sidebar to open or close the sidebar as needed.

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Learn Salesforce Basics Opening Items You’ve Recently Viewed

Opening Items You’ve Recently Viewed

Available in: All Editions

Working with Enhanced Lists

Available in: All Editions except Database.com

User Permissions Needed

To use inline editing in an enhanced list: “Mass Edit from Lists”

Enhanced lists give you the ability to quickly view, customize, and edit list data to speed up your daily productivity. They must
first be enabled by your administrator for you to take advantage of them.
Enhanced lists allow you to:

• Navigate through the list results by clicking the first page icon (<<), Previous, Next, or the last page icon (>>) at the bottom
of the list.
• Jump to a specific page of results by entering a number in the text box in the lower right corner, and then pressing ENTER.
• Create a new view by clicking Create New View. Edit, delete or refresh the current view by clicking Edit, Delete, or ,
respectively.
• Change the number of records displayed per page. Click in the lower left corner of the list and select the desired setting.
You can view 10, 25, 50, 100, or 200 records at a time. When you change this setting, you return to the first page of list
results.
Changing your preference for the number of records displayed per page applies to all lists in all Salesforce apps, not just
the one currently displayed. In addition, if you change your preference to 200, a message warns you of possible performance
degradation.
• Change the width of a column by dragging the right side of the column heading with your mouse. Any changes you make
to column widths are specific to that list only, and are preserved when you next view the list.
If you add or remove columns from a list, any column width customizations for that list are discarded automatically.
• Change the order in which a column is displayed by dragging the entire column heading with your mouse to the desired
position. If you have permission to edit the list definition, your changes are automatically saved for all users who see the

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list. If you do not have permission to edit the list definition, your changes are discarded when you navigate away from the
page.
• Change the number and order of columns displayed by clicking Edit next to the list drop-down in the upper left corner.
• If your administrator has enabled inline editing for your organization, edit single records directly from the list by
double-clicking on individual field values. If your administrator has granted you the “Mass Edit from Lists” permission,
you can also edit up to 200 records at a time.
• On account, contact, and lead list views, click the Open Calendar link at the bottom of the page to display a weekly
view of a calendar underneath the list. Then, you can drag a record from the list to a time slot on the calendar to quickly
create an event associated with the record. Note that your administrator controls the availability of the Drag-and-Drop
Scheduling feature.

Navigating Long Lists

Available in: All Editions

Many list pages in Salesforce include the following tools for managing a large amount of data:

• 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.
• At the top of a list, click a letter to show items that correspond to that letter, or click Other to show items whose names
begin with numbers or symbols. Click All to display all items that match the criteria of the current view.
• To sort list view items by the data in a particular column, click that column’s heading. This sorts text data alphabetically
and numerical data in ascending order. Dates are sorted with the most recent date first. To reverse the sort order, click the
column heading a second time.

Note: You can sort by any custom field except multi-select picklists. User list views are not sorted for organizations
with more than two million users. Organizations with more than 2 million users can contact salesforce.com to
reenable sorting.

• Click the Previous Page or Next Page link to go to the previous or next set of items in the current view.
• At the bottom of a list, click the fewer or more link to decrease or increase the number of items per page.

In some related lists with many items, the following links are available:

• Click Show [number] more to increase the number of items in the list.
• Click Go to list to display a secondary page of the entire related list.

Changing Your Working Division

You can change which records you are viewing by selecting the division you are currently working in.

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

You can change the division you are working in at any time and override the default division you were originally assigned for
some searches and reports.
• From the Divisions field in the sidebar, select the division you want to work in.

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Learn Salesforce Basics Manage Your Work from the Home Tab

Note: Records you create are assigned to you default division, not to your working division. You can explicitly set a
division other than your default division when you create the record.

See Also:
Using Divisions in Search and List Views

Manage Your Work from the Home Tab

Home Tab Overview
The available tabs and options in the Create New drop-down list vary according to which permissions you have and which
Salesforce edition you are using.

From the Home tab, you can:

• Create a Chatter post (if your organization uses Chatter)

• View dashboard snapshots
• View your tasks and calendar
•
Search the feed ( )

Changing Your Home Tab Dashboard

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

Your administrator can create customized Home tab pages that display customized components such as a dashboard snapshot
or your company logo. If your Home tab contains a dashboard snapshot, you can change the dashboard settings.
Click Customize Page in the Dashboard section of the Home tab if yours contains a dashboard. Use this page to select a
different dashboard to display on the Home tab. Click Refresh to refresh the data in your dashboard.

Using Your Tasks and Calendar on the Home Page

Available in: All Editions except Database.com

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Learn Salesforce Basics Viewing Custom Links on the Home Tab

Note: The My Tasks and Calendar sections display on the Home page if they are included as components on your
Home page layout.

From the Home page, you can view, create, and edit tasks and events. If you have Salesforce for Outlook, Connect for Outlook
or Connect for Lotus Notes installed, you may be able to sync your Outlook or Lotus Notes records with Salesforce so they
appear in the My Tasks and Calendar sections.
In the My Tasks section, you can:
• Click New to create a task.
• View a list of tasks assigned to you. Up to fifteen tasks can be displayed; to view all your tasks, click View More.

identifies tasks that are part of a recurring series.

• Choose a time frame from the drop-down list to change which tasks display.
• Assign unresolved emails to related records; to view all your unassigned emails, click My Unresolved Items.
• If your organization has enabled hover links for the My Tasks list, hover your mouse over the subject of a task to see the
details of the task in an overlay. Alternatively, click the subject of a task to open the detail page of that task.
• Click X to close a task.
In the Calendar section, you can:
• Click New Event to create a new event.
• Click the Scheduled Meetings subtab to view a list of the events you have scheduled for the next seven days. This tab
displays a maximum of 50 events per day.
◊ identifies events that are part of a recurring series.
◊ identifies events with invitees. Multi-person events aren't available in Personal Edition.
◊ If your organization has enabled home page hover links for events, hover your mouse over the subject of an event to
display the details of the event in an interactive overlay. Alternatively, click the subject of an event to open the detail
page of that event.

• Click the Requested Meetings subtab to view meetings you have requested but not confirmed. This tab displays a maximum
of 100 requested meetings.
◊ Click the subject of the meeting to open its detail page where you can cancel and reschedule the meeting.
◊ The Responses column shows the number of invitees that have responded to your meeting request.
◊ Once you confirm a meeting, it appears on the Scheduled Meetings subtab.
If the Requested Meetings subtab doesn't appear, ask your Salesforce administrator to add it to the Calendar section.
• View a small calendar of the current month. To change which month appears, click and .
• Navigate to different views of your calendar and click the icons underneath the small monthly calendar as appropriate.

Viewing Custom Links on the Home Tab

Available in: All Editions except Database.com

This section appears on the Home tab depending on your customized home page layout.
The Custom Links section of the Home tab contains links to websites or Salesforce pages that are useful for everyone in your
organization. Your administrator sets which links appear in this section.

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Learn Salesforce Basics Viewing Messages and Alerts

Viewing Messages and Alerts

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

The Messages and Alerts section of the Home tab sidebar displays announcements customized by your organization's
administrator. The Messages and Alerts section is not available in Personal Edition.

See Also:
Checking for Desktop Client Updates

Manage Relationships and Data with Records

View and Share Records

Finding and Viewing Records and Data

Use tabs, search, or lists to look at your data.

Available in: All Editions

• From a tab, such as Accounts or Contacts, start from the default view and click Go! or select a different view.

The resulting page you see is called a list view.

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• Search for a record using keywords, such as a name or address stored in the record. Use the search bar in the banner
displayed on most pages.
• On many records, below the main page sections, look for related lists, which identify records that are associated with the
record you’re currently viewing. For example, an account record probably has a related list of contacts at that account.

See Also:
Understanding Salesforce Pages
Understanding Your Administrator's Role

Viewing and Editing Google Docs, Notes, and Attachments

Notes and attachments are available in: Contact Manager, Group, Professional, Enterprise, Performance, Unlimited,
and Developer Editions
Google Docs available in all editions

You can create, view, and edit notes and add attachments from the Notes and Attachments related list on selected detail pages
such as accounts, contacts, leads, opportunities, and products. You can also add attachments from the Attachments related
list on selected detail pages such as cases, solutions, and campaigns.
If Chatter is enabled for your organization, files posted to a feed on a record are added to the record's Notes and Attachments
related list as feed attachments. You can preview (if available), download, and delete feed attachments from the Notes and
Attachments related list, but you can't edit them. You can view feed attachment details by clicking on the title of the file.
Note: If the Add Google Docs to Salesforce service is enabled in your organization, the Notes and Attachments
related list is entitled Google Docs, Notes & Attachments, and the Attachments related list is entitled Google Docs
& Attachments.

• To view the contents of a note, click the title of the note.

• To view the details of all notes, attachments, or Google docs, click View All.

Note: The View All button only displays up to 2,000 items in a related list.

• To view the details of an attachment, click the title of the file and then select the link on the Attached File detail page.
To view the details of a feed attachment, click the title of the file.
• To edit a note or the title of an attachment, click Edit and make the changes you want. You can't edit the attached file
directly and you can't edit feed attachments.

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• To create a new Google doc, choose New Document, New Spreadsheet, or New Presentation from the Add Google
Doc drop-down button.
• To associate an existing Google doc with the Salesforce record, choose Add Existing from the Add Google Doc drop-down
button.
• To edit the title or URL of a Google doc, click Edit.
• To delete a Google doc from the related list, click Del. This action removes the document's association with the record
but does not delete the document in Google Apps.
• To view and modify the Google doc, click View.

Consider the following when working with notes, attachments, and Google docs:

• To access a Google doc from a record detail page, the doc must be shared with your Google Apps account.
• When a file is attached to a record’s Chatter feed it’s added to the Notes and Attachments related list as a feed attachment.
The file size limit for Chatter feed attachments is 2 GB.
• All notes and attachments added to contacts and opportunities roll up under the associated account as well.
• You cannot edit a note or attachment unless you also have access to edit the record associated with it.
• To delete a note or attachment, you must be the owner of the note or attachment or an administrator with the “Modify
all Data” permission. Note ownership is determined by the owner field. Attachment ownership is determined by the created
by field.
• Record owners (except Portal users) can delete attachments on records.
• Notes and attachments marked as private via the Private checkbox are accessible only to the person who attached them
and administrators. For administrators to view private notes and attachments, they need the “View All Data” permission;
to edit or delete them, they need the “Modify All Data” permission.
• The Notes and Attachments related list includes files from Salesforce CRM Content when they are posted to a Chatter
feed on a record. However, the Notes and Attachments related list does not include Salesforce CRM Content files that
only exist in Salesforce CRM Content. If your organization has Salesforce CRM Content enabled, you can add the Related
Content related list to the detail pages for accounts, contacts, leads, opportunities, cases, products, or custom objects.
• Click Preview next to a feed attachment to display a preview of the file. Not all files can be previewed, such as copy-protected
PDFs, unknown file types, and any file larger than 25 MB. For files that can’t be previewed, the Preview option isn’t
available on feeds or list views, and files appear as generic file type icons in the feed. Some Microsoft Office 2007 features
don't display correctly in previews.
• If Chatter is enabled for your organization, feed attachments are included in the Notes and Attachments related list. Portal
users can download feed attachments, but can’t preview, edit, or delete them.

Granting Access to Records

Sharing for accounts and contacts is available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions
Sharing for campaigns, cases, custom object records, leads, and opportunities is available in Enterprise, Performance,
Unlimited, and Developer Editions
Sharing for custom objects is available in Database.com

Users can manually grant other users access to certain kinds of records, including accounts, contacts, and leads. In some cases,
granting access to one record includes access to all its associated records. This method of granting access is also known as a

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manual share. For example, if you grant another user access to an account, the user will automatically have access to all the
opportunities and cases associated with that account.
To grant access to a record, you must be one of these.

• The record owner

• A user in a role above the owner in the hierarchy (if your organization’s sharing settings control access through hierarchies)
• Any user granted “Full Access” to the record
• An administrator

To grant access to a record using a manual share:

1. Click Sharing on the record you want to share.

2. Click Add.
3. From the Search drop-down list, select the type of group, user, role, or territory to add.
Depending on the data in your organization, your options can include:

Type Description
Managers Groups All direct and indirect managers of a user.
Manager Subordinates Groups A manager and all direct and indirect reports who he or she
manages.
Public Groups All public groups defined by your administrator.
Personal Groups All personal groups defined by the record owner. Only the
record owner can share with his or her personal groups.
Users All users in your organization. Does not include portal users.
Roles All roles defined for your organization. This includes all of
the users in each role.
Roles and Subordinates All of the users in the role plus all of the users in roles below
that role in the hierarchy. Only available when no portals
are enabled for your organization.
Roles and Internal Subordinates All roles defined for your organization. This includes all of
the users in the specified role plus all of the users in roles
below that role, excluding partner portal and Customer
Portal roles.
Roles and Internal and Portal Subordinates Adds a role and its subordinate roles. Includes all of the users
in that role plus all of the users in roles below that role. Only
available when a partner or Customer Portal is enabled for
your organization. Includes portal roles and users.
Territories For organizations that use territory management, all
territories defined for your organization, including all users
in each territory.
Territories and Subordinates For organizations that use territory management, all users
in the territory plus the users below that territory.

4. Choose the specific groups, users, roles, or territories who should have access by adding their names to the Share With
list. Use the Add and Remove arrows to move the items from the Available list to the Share With list.

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5. Choose the access level for the record you are sharing and any associated records that you own.

Note:

• If you’re sharing an opportunity or case, those you share it with must also have at least “Read” access to the
associated account (unless you are sharing a case via a case team). If you also have privileges to share the account
itself, those you share it with are automatically given “Read” access to the account. If you do not have privileges
to share the account, you must ask the account owner to give others “Read” access to it.
• Contact Access is not available when the organization-wide default for contacts is set to Controlled by
Parent.
• For sharing rules that specify access for associated object records, the given access level applies to that sharing
rule only. For example, if an account sharing rule specifies Private as the access level for associated contacts,
a user may still have access to associated contacts via other means, such as organization-wide defaults, the
“Modify All Data” or “View All Data” permission, or the “Modify All” or “View All” permission for contacts.

6. When sharing a forecast, select Submit Allowed to enable the user, group, or role to submit the forecast.
7. Select the reason you’re sharing the record so users and administrators can understand.
8. Click Save.

See Also:
Editing or Deleting Record Access
Understanding Your Access to UI Elements, Records, and Fields
Viewing Which Users Have Access to Your Records
Record Access Levels

Editing or Deleting Record Access

Edit or remove access to a record.

User Permissions Needed

To edit or delete record access: “Manage Users”

Manual shares are deleted automatically if the record owner is changed or if they are no longer needed, such as when the
organization-wide defaults or sharing rules grant a similar or wider access than the manual share.
To edit or delete access to a record:

1. Open the record for which you want to edit or delete.

2. Click Sharing on the record.

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3. Click Edit or Del next to the group, user, role, or territory whose access you want to modify or remove.

See Also:
Granting Access to Records
Record Access Levels

Viewing Which Users Have Access to Your Records

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

After you have granted access to a record you own, you can view a list of users who have access to the record and its related
information and records, including their access level and an explanation. The list shows every user who has access that is greater
than the organization-wide default settings.
For forecast sharing, the list shows whether the user can submit a forecast (in forecasting versions where sharing is
available).High-volume portal users and Customer Portal super users are excluded from this list.

Note: For sharing rules that specify access for associated object records, the given access level applies to that sharing
rule only. For example, if an account sharing rule specifies Private as the access level for associated contacts, a user
may still have access to associated contacts via other means, such as organization-wide defaults, the “Modify All Data”
or “View All Data” permission, or the “Modify All” or “View All” permission for contacts.

1. Click Sharing on the desired record.

2. Click Expand List.
3. Click Why? next to a user’s name to see the reason the user has access to the record.
If there are multiple reasons with different access levels, the user is always granted the most permissive access level.
The possible reasons are:

Reason Description
Account Sharing Rule The user has access via an account sharing rule created by
the administrator.
Account Sharing The user was granted access via the Sharing button on the
associated account.
Account Team The user is a member of the account team.
Account Territory The account has been assigned to a territory to which the
user has access.
Account Territory Rule The user has access via an account territory sharing rule
created by the administrator.
Administrator The user has the “Modify All Data” or “View All Data”
administrative permission, or the “Modify All” or “View All”
object permission.
Associated Portal User or Role The portal user or any role above the portal user's role has
access to the account for which the portal user is a contact.

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Reason Description
Associated Record Owner or Sharing The user owns or has sharing access to a contact or contract
associated with the account. Click the link to view which
associated records the user owns or has been given sharing
access to.
Associated Record Sharing The user is a member of a share group that has access to a
contact or contract that's associated with the account owned
by high-volume portal users.
Campaign Sharing Rule The user has access via a campaign sharing rule created by
the administrator.
Case Sharing Rule The user has access via a case sharing rule created by the
administrator.
Contact Sharing Rule The user has access via a contact sharing rule created by the
administrator.
Delegated Forecast Manager A user has access to forecast data that was granted via the
Sharing button on the forecast (in forecasting versions where
sharing is available).
Forecast Manager A user has access due to being a forecast manager in the
forecast hierarchy.
Group Member The user has access via a group, such as a Managers Group
or Manager Subordinates Group.
Lead Sharing Rule The user has access via a lead sharing rule created by the
administrator.
Manager of Territory Member The user has a subordinate in the role hierarchy who is
assigned to the territory with which the account is associated.
Manual Sharing The user has access that was granted via the Sharing button
on the record.
Manual Territory Sharing The account has been manually assigned to a territory to
which the user has access.
Opportunity Sharing Rule The user has access via an opportunity sharing rule created
by the administrator.
Owner The user owns the record, or the user is a member of the
queue that owns the record or above the queue member in
the role hierarchy.
Portal Share Group The user is a member of a share group that has access to
records owned by high-volume portal users.
Related Portal User The portal user is a contact on the case.
Role Above Owner or Shared User (Portal Only) The user's role is above the role of a portal user who has
access to the record via ownership or sharing.
Sales Team The user is a member of the opportunity sales team.

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Reason Description
View All Forecasts Permission The user has the “View All Forecasts” permission.

See Also:
Understanding Your Access to UI Elements, Records, and Fields
Granting Access to Records
Record Access Levels

Record Access Levels

When you share records with other users, you can assign them different levels of access to the records.
The available access levels are:

Access Level Description

Full Access User can view, edit, delete, and transfer the record. User can
also extend sharing access to other users; however, the user
cannot grant Full Access to other users.
Read/Write User can view and edit the record, and add associated records,
notes, and attachments to it.
Read Only User can view the record, and add associated records to it.
They cannot edit the record or add notes or attachments.
Private User cannot access the record in any way.

See Also:
Understanding Your Access to UI Elements, Records, and Fields
Viewing Which Users Have Access to Your Records

Creating Custom List Views

Available in: All Editions

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User Permissions Needed

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

You can create new list views to see a specific set of records such as contacts, documents, or campaigns. For example, create
a list view of accounts in your state, leads with a specific Lead Source, or opportunities above a particular Amount. You can
also create views of contacts, leads, users, or cases to use for mass email recipient lists.
To edit or delete any view you created, click Edit next to the View drop-down list. Administrators, and users with the “Manage
Public List Views” permission, can also edit or delete public views and some of the standard Salesforce views. Users without
the “Manage Public List Views” permission see the Clone link instead of Edit so they can clone a public or standard view.
To create a new view, click Create New View at the top of any list page or in the Views section of any tab home page.

Note: If you don’t see Create New View, you don’t have the “Create and Customize List Views” permission. Contact
your Salesforce administrator to request it.

1. Enter View Name

Enter the name to appear in the View drop-down list.
2. If you have the “Customize Application” permission, enter a unique name to be used by the API and managed packages.
3. Specify Filter Criteria
Filter by Owner
These options vary depending on the kind of record. In general, select All... or My... to specify the set of records
to search. There may be additional options:
• Lead and case list views can be restricted by queue.
• Price book list views can be restricted by price book.
• Activity list views have several options.
• If your organization has territory management, account and opportunity list views can be restricted by My
Territories or My Territory Teams. My Territories means records associated with territories to
which you belong. My Territory Teams means records associated with either territories to which you belong
or territories below you in the territory hierarchy.
• If your organization has case teams, case list views can be restricted by My Case Teams.
• If your organization has account teams, account list views can be restricted by My Account Teams.
• If your organization has opportunity teams, opportunity list views can be restricted by My Opportunity Teams.

Filter by Campaign
This option is available on these list views:
• Contacts home
• Leads home
• Mass email contacts
• Mass email leads
• Mass add campaign members wizard
• Mass update campaign members wizard

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If you are editing a list view that is filtered by campaign, and do not have at least read access to the campaign, you
will receive an error when attempting to save the list view.

Filter by Division
If your organization uses divisions to segment data and you have the “Affected by Divisions” permission, select the
division that records in the list view must match. This option is disabled if you are not searching all records.
Select --Current-- to show records in your current working division.

Filter by Additional Fields

Optionally, enter filter criteria to specify conditions that the selected items must match, for example, Lead Source
equals Web. You can also use special date values in your filter criteria.

Note: When you select the Created Date field in a list view filter, the value you specify can only be a
date and not a time. This restriction does not apply to other filters.

4. Select Fields to Display

The default fields are automatically selected. You can choose up to 15 different fields to display in your view. You can
display only the fields that are available in your page layout. When you select a long text area field, up to 255 characters
are displayed in the list view.

a. To add or remove fields, select a field name, and click the Add or Remove arrow.
b. Use the arrows to arrange the fields in the proper sequence.

5. Restrict Visibility
If you are an administrator or a user with the “Manage Public List Views” permission, specify whether everyone or just
you can see the custom view. This option is not available in Personal Edition. To see a list view, users must also have the
appropriate “Read” permission on the type of records within the list view.
Alternatively, Enterprise, Unlimited, Performance, and Developer Edition users can specify a public group, role, or role
including all users below that role to see the custom view. To share the list view, select Visible to certain groups
of users, choose the type of group or role from the drop-down list, select the group or role from the list below it, and
click Add.

Note: List views are visible to your customers in the Salesforce Customer Portal if the Visible to all users
radio button is selected for views on objects assigned to Customer Portal users' profiles. To create list views that
only your Salesforce users can see, select Visible to certain groups of users, and then share it with
the All Internal Users group or a selected set of internal groups and roles.
When implementing a Customer Portal, create custom views that contain only relevant information for Customer
Portal users, and then make those views visible to Customer Portal users by sharing them with the All Customer
Portal Users group or a selected set of portal groups and roles.

6. Click Save. The view appears in the View drop-down list so you can access it later.
You can rename an existing list view and click Save As to save the criteria of the list view without altering the original
view.

To navigate back to the last list page you viewed, click Back to list at the top of any detail page.

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Note: The information you see in list views is only the data to which you have access—either records you own or
have read or read/write access to, records that have been shared to you, or records owned by or shared with users in
roles below you in the role hierarchy.
In addition, you can view only those fields that are visible in your page layout and field-level security settings. Archived
activities are not included in activity list views. You can use the Activity History related list to view these activities.

Sorting List Views

Available in: All Editions

User Permissions Needed

To sort a list view: “Read” on the records in the list

Lots of objects let you view related records in lists, also called “list views”. If your list is long, or you want to print it, you might
want to sort the records by one of the field columns. For example, the All Accounts list view can be sorted by the Account
Name field column, Billing State/Province field column, and others. Custom list views can be sorted by their own
field columns. Sorting is alphanumeric.

1. Open the list view.

2. Click the header for the field column you want to sort by.
An arrow appears, to tell you how the list is sorted: from the column’s first record ) (alphanumerically) or its last ( ).

Note: Starting in Spring ‘13, list views for the Users object in organizations that have more than two million users
cannot be sorted.

Printing List Views

Available in: All Editions except Database.com

User Permissions Needed

To print list views: “Read” on the records included in the list

If printable list views are enabled for your organization, you can print standard list views and custom list views.

1. Go to the list view you want to print. For example: All Accounts on the Accounts tab.
2. Sort the contents of the list view if you want to.
3. Click .
4. In the new window, select the number of records you want to print—up to 1,000. (To print more than 1,000 records, run
a report and then click Printable View on the report.)
5. Click Print This Page.

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Deleting List Views

Available in: All Editions

To delete one of your custom views, select the view from the drop-down list and click the Edit link. At the top of the page,
click the Delete button.

Understanding Relative Date Values for Filter Criteria

When you create a list view that includes a filter for a range of dates, such as Create Date or Last Update Date, use
one or more of the relative date values provided to specify the range.

Available in: All Editions

For example, to create a custom view or report of accounts created the previous week, enter “Create Date equals LAST WEEK.”
For relative date values with variables (such as “NEXT N DAYS”), substitute N with any number greater than zero.
Relative date values are not case-sensitive. You can use “LAST WEEK” or “last week.”
You can use multiple range values in a single field, separated by commas.
Note: For Enterprise, Unlimited, Performance, Professional, and Developer Editions, the week is defined by the
Locale drop-down list on your personal information page. For Contact Manager, Group, and Personal Editions,
the week is defined by the Locale setting in the company profile . For example, when the Locale is US English,
a week runs Sunday to Saturday, whereas with UK English, a week spans Monday to Sunday.

Relative Date Value Range

YESTERDAY Starts at 12:00:00 a.m. on the day before the current day and continues for
24 hours.
TODAY Starts at 12:00:00 a.m. on the current day and continues for 24 hours.
TOMORROW Starts at 12:00:00 a.m. on the day after the current day and continues for 24
hours.
LAST WEEK Starts at 12:00:00 a.m. on the first day of the week before the current week
and continues for seven days.
THIS WEEK Starts at 12:00:00 a.m. on the first day of the current week and continues
for seven days.
NEXT WEEK Starts at 12:00:00 a.m. on the first day of the week after the current week
and continues for seven days.
LAST n WEEKS Starts at 12:00:00 a.m. on the first day of the week that started n weeks
before the current week, and continues up to 12:59 p.m on the last day of
the week before the current week.

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Relative Date Value Range

NEXT n WEEKS Starts at 12:00:00 a.m. on the first day of the week after the current week
and continues for n times seven days.
n WEEKS AGO Starts at 12:00:00 a.m. on the first day of the week that started n weeks
before the start of the current week and continues for seven days.
LAST MONTH Starts at 12:00:00 a.m. on the first day of the month before the current
month and continues for all the days of that month.
THIS MONTH Starts at 12:00:00 a.m. on the first day of the current month and continues
for all the days of that month.
NEXT n MONTHS Starts at 12:00:00 a.m. on the first day of the month after the current month
and continues until the end of the nth month.
LAST n MONTHS Starts at 12:00:00 a.m. on the first day of the month that started n months
before the current month and continues up to 12:59 p.m on the last day of
the month before the current month.
n MONTHS AGO Starts at 12:00:00 a.m. on the first day of the month that started n months
before the start of the current month and continues for all the days of that
month.
NEXT MONTH Starts at 12:00:00 a.m. on the first day of the month after the current month
and continues for all the days of that month.
LAST 90 DAYS Starts at 12:00:00 a.m. 90 days before the current day and continues up to
the current second. (The range includes today.)
NEXT 90 DAYS Starts at 12:00:00 a.m. on the day after the current day and continues for 90
days. (The range does not include today.)
LAST n DAYS Starts at 12:00:00 a.m. n days before the current day and continues up to
the current second. (The range includes today.)
NEXT n DAYS Starts at 12:00:00 a.m. on the next day and continues for the next n days.
(The range does not include today.)
n DAYS AGO Starts at 12:00:00 a.m. on the day n days before the current day and continues
for 24 hours. (The range does not include today.)
LAST QUARTER Starts at 12:00:00 a.m. on the first day of the calendar quarter before the
current calendar quarter and continues to the end of that quarter.
THIS QUARTER Starts at 12:00:00 a.m. on the first day of the current calendar quarter and
continues to the end of the quarter.
NEXT QUARTER Starts at 12:00:00 a.m. on the first day of the calendar quarter after the
current calendar quarter and continues to the end of that quarter.
LAST n QUARTERS Starts at 12:00:00 a.m. on the first day of the calendar quarter n quarters ago
and continues to the end of the calendar quarter before the current quarter.
(The range does not include the current quarter.)
NEXT n QUARTERS Starts at 12:00:00 a.m. on the first day of the calendar quarter after the
current quarter and continues to the end of the calendar quarter n quarters
in the future. (The range does not include the current quarter.)
n QUARTERS AGO Starts at 12:00:00 a.m. on the first day of the calendar quarter n quarters
before the current calendar quarter and continues to the end of that quarter.

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Relative Date Value Range

LAST YEAR Starts at 12:00:00 a.m. on January 1 of the year before the current year and
continues through the end of December 31 of that year.
THIS YEAR Starts at 12:00:00 a.m. on January 1 of the current year and continues through
the end of December 31 of the current year.
NEXT YEAR Starts at 12:00:00 a.m. on January 1 of the year after the current year and
continues through the end of December 31 of that year.
n YEARS AGO Starts at 12:00:00 a.m. on January 1 of the calendar year n years before the
current calendar year and continues through the end of December 31 of that
year.
LAST n YEARS Starts at 12:00:00 am on January 1, n+1 years ago. The range ends on
December 31 of the year before the current year.
NEXT n YEARS Starts at 12:00:00 a.m. on January 1 of the year after the current year and
continues through the end of December 31 of the nth year.
LAST FISCAL QUARTER Starts at 12:00:00 a.m. on the first day of the fiscal quarter before the current
fiscal quarter and continues through the last day of that fiscal quarter. The
fiscal quarter is defined in Setup at Company Profile > Fiscal Year.
Note: None of the FISCAL literal date values are supported when
creating mobile custom views.

THIS FISCAL QUARTER Starts at 12:00:00 a.m. on the first day of the current fiscal quarter and
continues through the end of the last day of the current fiscal quarter. The
fiscal quarter is defined in Setup at Company Profile > Fiscal Year.
NEXT FISCAL QUARTER Starts at 12:00:00 a.m. on the first day of the fiscal quarter after the current
fiscal quarter and continues through the last day of that fiscal quarter. (The
range does not include the current quarter.) The fiscal quarter is defined in
Setup at Company Profile > Fiscal Year.
LAST n FISCAL QUARTERS Starts at 12:00:00 a.m. on the first day of the fiscal quarter n fiscal quarters
ago and continues through the end of the last day of the previous fiscal
quarter. (The range does not include the current fiscal quarter.) The fiscal
quarter is defined in Setup at Company Profile > Fiscal Year.
NEXT n FISCAL QUARTERS Starts at 12:00:00 a.m. on the first day of the fiscal quarter after the current
fiscal quarter and continues through the end of the last day of the nth fiscal
quarter. (The range does not include the current fiscal quarter.) The fiscal
quarter is defined in Setup at Company Profile > Fiscal Year.
n FISCAL QUARTERS AGO Starts at 12:00:00 a.m. on the first day of the fiscal quarter n fiscal quarters
before the current fiscal quarter and continues through the end of the last
day of that fiscal quarter.
LAST FISCAL YEAR Starts at 12:00:00 a.m. on the first day of the fiscal year before the current
fiscal year and continues through the end of the last day of that fiscal year.
The fiscal year is defined in Setup at Company Profile > Fiscal Year.
THIS FISCAL YEAR Starts at 12:00:00 a.m. on the first day of the current fiscal year and continues
through the end of the last day of the fiscal year. The fiscal year is defined
in Setup at Company Profile > Fiscal Year.

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Relative Date Value Range

NEXT FISCAL YEAR Starts at 12:00:00 a.m. on the first day of the fiscal year after the current
fiscal year and continues through the end of the last day of that fiscal year.
The fiscal year is defined in Setup at Company Profile > Fiscal Year.
LAST n FISCAL YEARS Starts at 12:00:00 a.m. on the first day of the fiscal year n fiscal years ago
and continues through the end of the last day of the fiscal year before the
current fiscal year. (The range does not include the current fiscal year.) The
fiscal year is defined in Setup at Company Profile > Fiscal Year.
NEXT n FISCAL YEARS Starts at 12:00:00 a.m. on the first day of the fiscal year after the current
fiscal year and continues through the end of the last day of the nth fiscal
year. (The range does not include the current fiscal year.) The fiscal year is
defined in Setup at Company Profile > Fiscal Year.
n FISCAL YEARS AGO Starts at 12:00:00 a.m. on the first day of the fiscal year n fiscal years ago
and continues through the end of the last day of that fiscal year.

View and Share FAQ

How does the sharing model work?
In Professional, Enterprise, Unlimited, Performance, and Developer Edition organizations, the administrator can define the
default sharing model for your organization by setting organization-wide defaults. Organization-wide defaults specify the
default level of access to records. For most objects, organization-wide defaults can be set to Private, Public Read Only, or
Public Read/Write.
In environments where the sharing model for an object has been set to Private or Public Read Only, an administrator can
grant users additional access to records by setting up a role hierarchy and defining sharing rules. Role hierarchies and sharing
rules can only be used to grant additional access—they cannot be used to restrict access to records beyond what was originally
specified with the sharing model through organization-wide defaults.
After restricting access using organization-wide defaults, users typically get access through one or more of these methods:
• Role hierarchy
• Sharing rules
• Manual sharing
• Implicit access (Accounts and associated child records)
• Teams (Account, Case, and Opportunity)

Which kinds of records can I print list views for?

If printable list views are enabled for your organization, you can print standard and custom list views for these kinds of records.

• Accounts
• Activities
• Campaigns
• Cases
• Contacts
• Contracts
• Custom objects
• Documents

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• Leads
• Opportunities
• Permission sets
• Price books
• Profiles
• Products
• Reports
• Solutions

Create Records

Creating Records
Available in: All Editions

• From object tabs

• In feeds on the home page, Chatter tab, and record detail pages
• With the Create New drop-down list in the sidebar
• With Quick Create

See Also:
Editing Records
Deleting Records
Guidelines for Entering Currency, Dates, Times, and Phone Numbers
Adding Notes to Records
Attaching Files to Records

Creating Records from Object Tabs

Available in: All Editions

User Permissions Needed

To create records: “Create” on the object for the kind of record you’re creating

Before you create a record, make sure you’re aware of any guidelines for the kind of record you’re creating.

1. Click the tab for the kind of record you want to create. You’ll start from that object’s Home page. For example, click the
Accounts tab if you want to create an account record.
2. Click New.
3. Select a record type if you’re prompted to.

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4. Enter values in the fields. Required fields are identified with a red bar ( ).

5. When you finish entering values for your new record, click Save, or click Save & New to save the current record and create
another. If you navigate away from the page before clicking Save, you may lose your changes.

See Also:
Creating Records in Feeds
Creating Records with Quick Create
Creating Records

Creating Records in Feeds

Available in: All Editions

User Permissions Needed

To create records: “Create” on the object for the kind of record you’re creating

Depending on how your administrator has set up Salesforce, you may be able to create records in the feed on the home page,
the Chatter tab, and record detail pages. Publishers on different feeds may have different actions available; check with your
administrator for information on what you can do in each feed. Before you create a record, make sure you’re aware of any
guidelines for the kind of record you’re creating.

1. In the feed in which you want to create a record, click the publisher action that corresponds to the kind of record you want
to create.
2. Enter values in the fields. Required fields are identified with a red bar ( ).
Most objects have field definitions in the Salesforce help. Just search the help for the object name + “fields”. For example,
if you’re creating or editing an account record and want to know more about your options in the Industry drop-down
list, look up “Account Fields” in the help.
3. When you finish entering values for your new record, click Create.

A feed item for the record you’ve created appears:

• In the feed in which you created the record.
• As the first item in the feed for the new record itself.
• In your Chatter feed.
• In the Chatter feed of anyone who follows the record from which you created the new record. For example, if you create
a contact from the record detail page for the account ABC Industries, anyone who follows ABC Industries will see a feed
item for the contact record you created.

See Also:
Creating Records from Object Tabs
Creating Records with Quick Create
Creating Records

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Creating Records Using the Create New Drop-Down List

The available options in the Create New drop-down list vary according to which permissions you have, which Salesforce
Edition you are using, and which app you are using.

The Create New drop-down list, available in the sidebar, provides options to create new records. To create a new record using
the drop-down list:

1. Select the type of record you want to create. The new record page immediately displays in the appropriate tab or the Upload
a File dialog box displays if you selected File.
2. Fill in the fields.
3. Click Save or Upload to My Files if you selected File.

Creating Records with Quick Create

Available in: All Editions

User Permissions Needed

To create records: “Create” on the object for the kind of record you’re creating

If your administrator has enabled Quick Create, you can create records from the home pages for leads, accounts, contacts, and
opportunities. You can also create accounts from the Account lookup field results list on the Quick Create form on contacts,
leads, and opportunities. Validation rules don’t apply when you create new records with Quick Create.

1. Click the tab for the kind of record you want to create. To create an account while you create a contact, lead or opportunity,

click the icon next to the Account field in the Quick Create form you’re using.
2. Enter values in the fields. Required fields are identified with a red bar ( ).
Most objects have field definitions in the Salesforce help. Just search the help for the object name + “fields”. For example,
if you’re creating or editing an account record and want to know more about your options in the Industry drop-down
list, look up “Account Fields” in the help.
3. Click Save.

See Also:
Creating Records from Object Tabs
Creating Records in Feeds
Creating Records

Selecting Picklist Values

In Salesforce, you may encounter a few different types of picklist fields.

• Standard picklists - Click the down arrow to select a single value.

• Multi-select picklists - Double click on any available value in one scrolling box to add that value to the selected scrolling
box on the right. You can choose a single value or multiple values. To select values within a range, select the first value and
click the last value in the range while holding down the SHIFT key; then, click the arrow to add selections to the chosen
box.

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• Dependent and controlling picklists work in conjunction with each other. The value chosen in the controlling picklist
affects the values available in its dependent picklist. Both controlling and dependent picklists are indicated on edit pages
by an icon. Hover your mouse over the icon to display the name of the controlling or dependent picklist.

Guidelines for Entering Currency, Dates, Times, and Phone Numbers

Available in: All Editions except Database.com

Creating and editing records is easier if you understand a few guidelines and tips for the currency, date, time, and phone
number fields you’ll find in various records.

Currency
In most Salesforce editions, the format and currency type you can use for currency fields, such as Quota or Annual Revenue,
are determined by the Currency Locale setting for your company. In Group, Professional, Enterprise, Unlimited, and
Performance Edition organizations that use multiple currencies, the format and currency type are determined by the Currency
field in the record you’re creating or editing.
Tip: When you enter a monetary amount (or any other type of number), you can use the shortcuts k, m, or b to
indicate thousands, millions, or billions. For example, when you enter 50k it appears as 50,000. However, these
shortcuts do not work for filter criteria.

Dates and Times

Many fields allow you to enter a date or a time in the format specified by your personal Locale setting.
When entering dates, you can choose a date from the calendar, or manually enter a date.
Only dates within a certain range are valid. The earliest valid date is 1700-01-01T00:00:00Z GMT, or just after midnight on
January 1, 1700. The latest valid date is 4000-12-31T00:00:00Z GMT, or just after midnight on December 31, 4000. These
values are offset by your time zone. For example, in the Pacific time zone, the earliest valid date is 1699-12-31T16:00:00, or
4:00 PM on December 31, 1699.
Tip:
• Years appear and are saved as four digits, but you can enter the final two digits and Salesforce will determine the
first two. Entries 60 through 99 are assumed to be in the 20th century (for example: 1964), and entries 00 to
59 are assumed to be in the 21st century (for example: 2012).
• If you enter numbers for month and day only (example: 01/15), Salesforce supplies the current year.
• If your locale and language are English, you can enter words like Yesterday, Today, and Tomorrow, or any
day of the week, and Salesforce figures it out. Week day names (such as Monday) are always considered to be in
the following week.

Phone Numbers
When you enter phone numbers in various phone fields, Salesforce preserves whatever phone number format you enter.
However, if your Locale is set to English (United States) or English (Canada), ten-digit phone numbers and eleven-digit
numbers that start with “1” are automatically formatted as (800) 555-1212 when you save the record..
Tip:
• If you do not want the parentheses-space-hyphen formatting ((800) 555-1212) for a ten- or eleven-digit
number, enter a “+” before the number. For example: +49 8178 94 07-0.

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• If your ten- and eleven-digit phone numbers have Salesforce’s automatic format, you may need to enter the
parentheses when specifying filter conditions. For example: Phone starts with (415).

Adding Notes to Records

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

Enhance record information by adding notes. A note can contain up to 32 KB of data. If Spell Checker is enabled for your
organization, you can check the body (but not the title) of your note. Any note you add from a contact or opportunity record
will appear in the Notes and Attachments related list of that record, as well as in the related list for the account it is associated
with.

1. Click New Note in the Notes and Attachments related list of a record. Enter a title and body text.
2. If Spell Checker is enabled for your organization, click Check Spelling to check the spelling of the note.
3. Click Save

See Also:
Attaching Files to Records
Viewing and Editing Google Docs, Notes, and Attachments
Deleting Notes and Attachments from Records

Attaching Files to Records

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

User Permissions Needed

To attach files to records: “Edit” on the object

You can attach files—such as Microsoft® Office documents, Adobe® PDFs, and images and videos—to most kinds of Salesforce
records. The size limit for an attached file is 5 MB when attached directly to the related list, including a file attached to a
solution.The size limit for multiple files attached to the same email is 10 MB, with a maximum size of 5 MB per file.

1. Open the record

2. Click Attach File.
3. Click Browse and find the file you want to attach
4. Click Attach File to upload the file.
5. Click Done when the upload is finished

Note:

• When a file is attached to a record’s Chatter feed it’s added to the Notes and Attachments related list as a feed
attachment. The file size limit for Chatter feed attachments is 2 GB.
• If the Disallow HTML documents and attachments security setting is enabled for your organization, you
cannot upload files with the following file extensions: .htm, .html, .htt, .htx, .mhtm, .mhtml, .shtm,
.shtml, .acgi.

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Note and Attachment Fields

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

Notes and attachments have the following fields, listed in alphabetical order.

Attachment Fields
Field Description
Description Description of the uploaded file.
File Name Name of the uploaded file.
Private Checkbox to indicate that the attachment is only accessible
to the owner and administrators. For administrators to view
private attachments, they need the “View All Data” permission;
to edit them, they need the “Modify All Data” permission.
Share With Connections Checkbox to indicate that the attachment is shared with
connections when the parent record is shared. This checkbox
is only available if Salesforce to Salesforce is enabled, the parent
record is shared, and the attachment is public.
Size Size of the uploaded file.

Note Fields
Field Description
Body Text of the note. Can hold up to 32 KB of data.
Private Checkbox to indicate that note is only accessible to the owner
and administrators. For administrators to view private notes,
they need the “View All Data” permission; to edit them, they
need the “Modify All Data” permission.
Title Short description of note. Up to 80 characters are allowed in
this field.

Checking Your Spelling

Available in: All Editions

If Spell Checker is enabled for your organization, you can check your spelling in certain features where you enter text, such as
emails, events, tasks, cases, notes, and solutions. Spell Checker does not support all the languages that Salesforce supports.
For example, Spell Checker doesn’t support Thai, Russian, and double-byte languages, such as Japanese, Korean, or Chinese.
To check your spelling, just look for the Check Spelling button wherever you’re entering text.

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Edit Records

Editing Records
Available in: All Editions

User Permissions Needed

To edit records: “Edit” on the object for the kind of record you’re editing

5. When you finish entering or editing values, click Save.

Changing a Record’s Record Type

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

User Permissions Needed

To change the record type for a record: “Edit” on the object

Record types determine the picklist values that are available when you create or edit a record. When creating a record, you can
choose the record type if you have different record types available and you have not set your record type preferences to bypass
the record type selection page.

1. Open the record.

2. Click Change next to the Record Type field on a record detail page.

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Note: For campaign members, click Change next to the Campaign Member Type field on a campaign detail
page. You must have the Marketing User user permission to change the campaign member type.

3. Select a record type. The available record types are listed at the bottom of the page.
4. Click Continue.
5. Click Save.

Note:
If your organization uses person accounts, your administrator has configured two different kinds of record types for
your organization's accounts: one for business accounts, and another for person accounts. You can change an account's
record type only to another record type of the same kind. For example, you cannot change a person account record
type to one designated for business accounts.

Editing Records Quickly with Inline Editing

Inline editing settings available in: All Editions except Database.com

User Permissions Needed

To use inline editing: “Edit” on the object

Inline editing lets users quickly edit field values, right on a record’s detail page.
To edit a record using inline editing:

1. Hover your mouse over the field you want to change:

• indicates an editable field

• indicates a read-only field (such as Last Modified By)

2. Double-click the highlighted region next to the field. The field changes to edit mode. Salesforce displays compound fields
in a dialog box so that all portions of the field can be edited. Examples of compound fields include addresses, first and last
names, dependent picklists, and dependent lookups.
3. Enter the new value. Press Esc while your cursor is in a field's edit box to revert a change for that field.
4. Click away from the field to confirm your change and continue making edits. If you are editing a field that is not a text
area field, you can also press Enter to confirm your change. Confirmed changes display in bold orange text. To revert a
change, click next to the field.
5. Press Enter again or click Save to commit all confirmed changes.

Important: Salesforce doesn't save confirmed changes to field values until you commit them by pressing the
Enter key a second time or clicking Save. Navigating away from the page without committing changes cancels
all edits made to the record.

Tips for Saving Inline Edits

• Press Enter while your cursor is in a field's edit box to confirm the change for that field.
• Press Enter when no fields are in edit mode to save all edits to the record.

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Unsupported Behaviors
• Inline editing isn’t available in:
◊ Accessibility mode
◊ Setup pages
◊ Dashboards
◊ Customer Portal
◊ Descriptions for HTML solutions

• The following standard checkboxes on case and lead edit pages are not inline editable:
◊ Case Assignment (Assign using active assignment rules)
◊ Case Email Notification (Send notification email to contact)
◊ Lead Assignment (Assign using active assignment rule)

• The fields in the following standard objects are not inline editable.
◊ All fields in Documents and Pricebooks
◊ All fields in Tasks except for Subject and Comment
◊ All fields in Events except for Subject, Description, and Location
◊ Full name fields of Person Accounts, Contacts, and Leads. However, their component fields are, for example, First
Name and Last Name.

• You can use inline editing to change the values of fields on records for which you have read-only access, either via field-level
security or your organization's sharing model; however, Salesforce doesn't let you save your changes, and displays an
insufficient privileges error message when you try to save the record.

Special Cases
• Inline editing is available on detail pages for all editable fields on edit pages, except for some fields on tasks, events, price
books, and documents. To edit any of these, navigate to the edit page of a record, change the value of the field desired,
and then click Save. The following table lists the objects that have inline editing restrictions on some of their fields. You
may need special permissions to view some of these fields:

Object Fields
All Objects All fields are editable except long text area fields.
Opportunities All fields are editable, except the following fields are only editable on detail pages (not
on list views):
◊ Amount
◊ Stage
◊ Forecast Category
◊ Quantity

Leads All fields are editable, except Lead Status is only editable on detail pages (not on list
views).
Cases All fields are editable, except Case Status is only editable on detail pages (not on list
views).
Contracts All fields are editable, except Contract Status is only editable on detail pages (not
on list views).
Events Only the following fields are editable:
◊ Description
◊ Location

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Object Fields
◊ Subject
◊ Type
◊ Custom fields

Tasks Only the following fields are editable:

◊ Call Type
◊ Description
◊ Subject
◊ Type
◊ Custom fields

Documents No fields are editable.

Pricebooks No fields are editable.

Editing Records Directly From Enhanced Lists

Available in: All Editions except Database.com

User Permissions Needed

To use inline editing in an enhanced list: “Mass Edit from Lists”

If both inline editing and enhanced lists are enabled for your organization, you can edit records directly in a list. Editable cells
display a pencil icon ( ) when you hover over the cell, while non-editable cells display a lock icon ( ).

Warning: In enhanced list views, when different users make inline edits to the same fields on a record simultaneously,
records are updated with the most recent edit, but we don’t identify the conflict with a message.

If you have the “Mass Edit from Lists” permission, you can change the value for a common field in up to 200 records at a time
for most kinds of records. Products must be edited one at a time.
To edit a single record from a list:

1. From the list, double-click the editable cell.

2. Enter the value you want.
3. Click OK.

To mass edit records from a list:

1. Select the checkbox next to each record you want to edit. You can select records on multiple pages.
2. Double-click one of the cells you want to edit. Apply your edit to just one record or to every record you selected.

If you encounter any errors when trying to update records, a console window appears, showing the name of each record in
error (if known), as well as an explanation. Click a record in the console window to open its detail page in a new window.

Note: To view the error console, you must have pop-up blockers disabled for the Salesforce domain.

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Tips for Using Inline Editing with Lists

• Some standard fields don’t support inline editing. For example, Case Status, Opportunity Stage, Opportunity
Amount, Opportunity Quantity and Lead Status, and most Task and Event fields can only be edited from a
record's edit page. For more information, see Editing Records Quickly with Inline Editing on page 80.
• If your organization uses record types, inline editing with lists is only available when all of the records in the list are of the
same record type. Therefore, you must specify a filter of Record Type equals X, where X is the name of a single
record type (or blank for the master record type).
• You can’t use inline editing on an enhanced list if your list view filter criteria contain an OR clause.
• For lists of activities, you must specify an additional filter of either Task equals True (for tasks) or Task equals
False (for events) for inline editing to be available.
• If your organization is using Person Accounts:
◊ You can't use inline editing to change Person Accounts from a Contact list. You can only inline edit them from an
Account list.\
◊ You can only use inline editing on contacts associated to business accounts by specifying an additional filter of Is
Person Account EQUALS False in your list criteria.

Delete Records

Deleting Records
Available in: All Editions

User Permissions Needed

To delete records: “Delete” on the object for the kind of record you’re deleting

Tip: If you delete a record by mistake, you can “undelete” it from the Recycle Bin. Good as new!

See Also:
Using the Recycle Bin
Deleting Notes and Attachments from Records

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Deleting Notes and Attachments from Records

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

User Permissions Needed

To delete a note or attachment: Owner of the parent record
OR
“Edit” or “Delete” on the parent record type
OR
“Modify All Data”

To delete a note or attachment, click Del next to the note or attachment in the Notes and Attachments related list or
Attachments related list of a record. Deleted notes and attachments can be restored from the Recycle Bin.
To delete a file that was attached from a Chatter feed, click Del next to the feed attachment. This removes the file from all
Chatter feeds where it’s been shared and deletes the file from the Notes and Attachments related list. Restore the file by
clicking on the Recycle Bin, selecting the file, and clicking Undelete. If the file was attached from your computer, a Chatter
feed, group, or a Salesforce CRM Content library, deleting it from the Notes and Attachments related list also removes it
from the post, but doesn’t delete it from its original location.

See Also:
Viewing and Editing Google Docs, Notes, and Attachments

Records FAQ

What formats should I use for dates, times, and names in Salesforce?
The format used for dates, times, and names of people in Salesforce is determined by your Locale setting.
To find out what date/time format your Locale setting uses:
1. At the top of any Salesforce page, click the down arrow next to your name. From the menu under your name, select Setup
or My Settings—whichever one appears.
2. From the left pane, select one of the following:
• If you clicked Setup, select My Personal Information > Personal Information.
• If you clicked My Settings, select Personal > Advanced User Detail.

3. View the date/time format used in the read-only Created By field. This is the format you should use for entering dates
and times in Salesforce fields.

How do I allow only certain users to share data?

If your Professional, Enterprise, Unlimited, Performance, or Developer Edition organization has a Private or Public Read
Only sharing model, your administrator can still allow certain users to share information. Your administrator can create public

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groups and then set up sharing rules to specify that users in certain roles or groups will always share their data with users in
another role or public group. Individual users can also create personal groups to give access to their own accounts, contacts,
and opportunities.

Can an individual user control the sharing of records they own?

Yes. In Professional, Enterprise, Unlimited, Performance, and Developer Edition organizations, all account owners are
empowered to further extend the sharing on an account-by-account basis. For example, if the organization has a Private model,
the Acme account owner can share this account and its related data to selected groups, or to individual users.
In Enterprise, Unlimited, Performance, and Developer Editions, opportunity owners can also extend the sharing for individual
opportunities separately from account sharing.
You can use account, lead, case, and opportunity sharing to increase access to your data; you cannot restrict access beyond your
organization’s default access levels.
This type of sharing is called manual sharing, and is done by the Sharing button on the record detail page.

Can I transfer records to other users?

Yes, in Contact Manager, Group, Professional, Enterprise, Unlimited, Performance, and Developer Editions, you can transfer
records you own.
If you’re an administrator, you can transfer ownership of all leads or accounts and related data from one user to another. From
Setup, click Data Management > Mass Transfer Records.

How do I print Salesforce records?

To print the details of a Salesforce record:
1. Click the Printable View link located in the upper right corner of most detail pages. A new browser window opens with
the record displayed in a simple, print-ready format.
2. Optionally, collapse and expand individual sections in the printable view by clicking the triangles next to the section
headings.
3. Optionally, click Expand All or Collapse All to show or hide all of the collapsible sections on the page. Related lists, such
as the list of opportunities related to an account, are not collapsible.
4. Click Print This Page or use your browser's print function to send the page to a printer.

Note: On the Console tab, you can click the print icon ( ) to open a record's printable view.

Monitor and Analyze Your Data

Run a Report
To run a report, find it on the Reports tab and click the report name. Most reports run automatically when you click the name.
If you’re already viewing a report, click Run Report to run it immediately or schedule a future run.

Available in: All editions except Database.com

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User Permissions Needed

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

If you don’t see any results, check the report for one of these conditions:
• The report didn’t return any data. Check your filter criteria to make sure some data is returned.
• Due to field-level security, you don’t have access to one of the groupings you selected.
• Your custom summary formula’s context didn’t match the chart settings. For example, if the formula is calculated for
Industry, but the chart doesn’t include Industry, no results are returned.
• Your values are out of the range of acceptable values. The maximum value allowed is 999999999999999. The minimum
value allowed is -99999999999999.
If your report returns more than 2,000 records, only the first 2,000 records are displayed. To see a complete view of your report
results, click Export Details.
If your report takes longer than 10 minutes to complete, Salesforce cancels the report. Try the following techniques to reduce
the amount of data in your report:
• Filter for your own records, rather than all records.
• Limit the scope of the data to a specific date range.
• Exclude unnecessary columns from your report.
• Hide the report details.

Run a Joined Report

Joined reports run in an updated version of the run reports page.

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

User Permissions Needed

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

From the joined reports run page, you can:

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• Click Run Report to run the report.

• Show or hide details
• Click Customize to open the report in report builder.
• Save or delete the report.
• Click Report Properties to change the report's name, description, or folder.
• View the report generation status.

Add Filter Logic

Filter logic lets you specify conditions for your filters using logical operators.

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

User Permissions Needed

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

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”

To change the default AND relationship between each filter:

1. Click Add > Filter Logic.

2. Enter each filter line number, separated by an operator:

Operator Definition
AND Finds records that match both values.
OR Finds records that match either value.
NOT Finds records that exclude values.

See Also:
Filter Operators
Filter on Blank Values
Filtering on Special Picklist Values

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Filter Operators
The operator in a filter is like the verb in a sentence. When you choose filter criteria, use an operator to specify the action you
want the filter to take.
You can use the following operators when entering filter criteria on list views, reports, dashboards, and some custom fields:

Operator Uses
equals Use for an exact match; for example, “Created equals today.”
less than Use for results that are less than the value you enter; for example, “Quota less than 20k” returns records
where the quota field ranges from 0 to 19,999.99.
greater than Use when you want results that exceed the value you enter; for example, “Quota greater than 20k”
returns records where the quota amount begins at 20,000.01.
less or equal Use for results that match or are less than the value you enter.
greater or equal Use for results that match or exceed the value you enter.
not equal to Shows results that don’t have the value you enter. This is especially useful for eliminating empty fields;
for example, “Email not equal to <blank>.”
contains Use for fields that include your search string but might also include other information. For example,
“Account contains california” would find California Travel, California Pro Shop, and Surf California.
Keep in mind that if you enter a short search string, it may match on a longer word. For example,
“Account contains pro” would find California Pro Shop and Promotions Corporation.
does not contain Eliminates records that do not contain the value you enter; for example, “Mailing Address Line 2 does
not contain P. O. Box.”

Note: When specifying filter criteria on roll-up summary fields, does not contain uses
“or” logic on comma-separated values. On list views, reports, and dashboards, does not
contain uses “and” logic.

starts with Use when you know what your value starts with, but not the exact text. This is a narrower search term
than “contains.” For example, if you enter “Account starts with california” you would find California
Travel and California Pro Shop, but not Surf California.
includes Available when you choose a multi-select picklist as the selected field. Use this operator to find records
that include one or more of the values you enter.
For example, if you enter “Interests includes hockey, football, baseball” you would find records that
only have hockey selected as well as those that have two or three of the values entered. Results do not
include partial matches of values.

excludes Available when you choose a multi-select picklist as the selected field. Use this operator to find records
that do not contain any values that match the ones entered.
For example, if you enter “Interests exclude wine, golf” your report lists records that contain any other
values from that picklist, including those that are blank. Results do not include partial matches of
values.

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Operator Uses
between Available for dashboard filters only. Use to filter on ranges of values. For each range, the filter returns
results that are greater than or equal to the minimum value and less than the maximum value.
For example, if you enter “Number of Employees between 100 and 500,” your results include accounts
with 100 employees up to those with 499 employees. Accounts with 500 employees aren’t included in
the results.

within Available when you create list views based on a Geolocation custom field. Shows results that are within
the specified radius from a fixed latitude and longitude. For example, if you enter “Warehouse location
within 50 miles 37.775° –122.418°,” your list view includes all warehouses within a 50–mile radius of
San Francisco, California.

Filter on Blank Values

Tips on filtering using blank values.

Available in: All Editions

• 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). For example, if you create a workflow
rule or a lead assignment rule for accounts with the criteria Annual Revenue less than 100000, account records
match if their Annual Revenue is blank.
However, records with blank field values are not considered matches in report filters, custom list views, and account
assignment rules (which assign accounts to territories).
• 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”.

Filtering on Special Picklist Values

The available fields vary according to which Salesforce Edition you have.

When creating filter criteria, you can use special picklist values for your search criteria. These are special picklists with values
of either True or False.
For example, to show all opportunities you have won, enter Won equals True as your search criteria. To show all closed/lost
opportunities, enter Closed equals True and Won equals False.

Note: If you are creating filter criteria for a report or list view, the lookup icon automatically displays when you choose
to filter on one of the special picklists. Click the lookup icon to choose the value True or False. Alternatively, you
can manually enter True or False in the filter criteria.

These are the available fields and their values:

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Special Picklist Field Value Description

Accounts and contacts: Is Person True The account is a person account. Note that your
Account administrator may have customized the name of this field.
This field displays as the person account icon ( ).
False The account is a business account.
Accounts, leads, and opportunities: True The account is a partner account, or the lead or opportunity
Partner Account owner is a partner user.
False The account is not a partner account or the lead or
opportunity owner is not a partner user.
Activities: All-day True Applies only to events, not tasks. The event is marked as an
all day event.
False The event has a specific time.
Activities: Closed True Applies only to tasks, not events. The task has been closed,
that is, the task Status field has a “Closed” value.
False Task is still open.
Activities: Event Invitation True Applies only to events, not tasks. The event is the meeting
invite sent to another user for a multi-person event.
(Only for reports)
False The event is the original multi-person event assigned to the
event host.
False Activity does not have a green sheet.
Activities: Task True Activity is a task, not an event.
False Activity is an event.
Campaigns: Active True Campaign is active and can be chosen from various campaign
picklists, for example, in the campaign import wizards.
False Campaign is inactive.
Cases: Closed True The case is closed, that is, the case Status field has a
“Closed” value.
False Case is still open.
Cases: Escalated True Case has been automatically escalated via your organization's
escalation rule.
False Case has not been escalated.
Cases: New Self-Service Comment True Case has a new comment added by a Self-Service user.
False Case does not have a new Self-Service comment.
Cases: Open True The case is open, that is, the case Status has a value that
is not equivalent to “Closed.”
(Only for reports)
False Case has been closed.
Cases: Self-Service Commented True Case has a comment added by a Self-Service user.
False Case does not have a Self-Service comment.

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Special Picklist Field Value Description

Contacts: Email Opt Out True The contact cannot be included in a mass email recipient
list.
False The contact may receive mass email.
Contacts: Self-Service Active True The contact is enabled to log in to your Self-Service portal.
(Only for reports) False The contact is not enabled for Self-Service.

Leads: Converted True The lead has been converted.

(Only for reports) False The lead has not been converted.

Leads: Email Opt Out True The lead cannot be included in a mass email recipient list.
False The lead may receive mass email.
Leads: Unread True The lead has not yet been viewed or edited by the owner
since it was assigned to that user.
False The lead has been viewed or edited at least once by the
owner since it was assigned.
Opportunities: Closed True The opportunity is closed, that is, the Stage field has a
value of the type Closed/Won or Closed/Lost.
False The opportunity is still open.
Opportunities: Primary True The partner for the opportunity has been marked as the
primary partner.
(Only for Partner Opportunities report)
False The partner for the opportunity has not been marked as the
primary partner.
Opportunities: Private True The opportunity owner has checked the Private box on
the opportunity edit page.
False The Private box on the opportunity is not checked.
Opportunities: Won True The opportunity is closed and won, that is, the Stage field
has a value of the type Closed/Won.
False The opportunity has not been won. The Stage field may
have a value of the type Open or Closed/Lost.
Products: Active True Product is active and can be added to opportunities in
Enterprise, Unlimited, and Performance Edition
organizations.
False Product is inactive and cannot be added to opportunities.
Product: Has Quantity Schedule True Product has a default quantity schedule.
False Product does not have a default quantity schedule.
Product: Has Revenue Schedule True Product has a default revenue schedule.
False Product does not have a default revenue schedule.

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Special Picklist Field Value Description

Solutions: Visible in True The solution has been marked Visible in
Self-Service Portal Self-Service Portal and is visible to Self-Service portal
users.
False Solution is not marked Visible in Self-Service
Portal and is not visible to Self-Service portal users.

Solutions: Reviewed True The solution has been reviewed, that is, the solution Status
field has a “Reviewed” value.
False Solution is not reviewed.
Solutions Out of Date True The translated solution has not been updated to match the
master solution with which it is associated.
False The translated solution has been updated to match the
master solution with which it is associated.
Users: Active True User is active and can log in.
False User is inactive and cannot log in.
Users: Offline User True User has access to use Connect Offline.
False User is not enabled for Connect Offline use.
Users: Marketing User True User can manage campaigns.
False User is not enabled to manage campaigns.
User: Is Partner True User is a partner user.
False User is not a partner user.

Note: The special picklists you can view are only those that are visible in your page layout and field-level security
settings.

Sort Report Results

Sort a report by the data in a particular column by clicking that column’s heading. Clicking a column header sorts data according
to that column’s ascending order: text is sorted from A to Z, numerical data is sorted from lowest to highest, and time/date
data is sorted from earliest to latest.

Available in: All editions except Database.com

User Permissions Needed

To sort report results: “Run Reports”

• To reverse the sort order, click the column heading a second time.
• If the floating report header is enabled for your organization, sort behavior is slightly different.
When users sort data by clicking a floating report heading, the report refreshes and redirects users to the beginning of
report results.

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• In a report with multiple grouping levels, you can sort by the summary value that defines each grouping.
For example, take an Opportunities report that’s grouped by type of business. Each Type grouping is in turn grouped by
Stage, and each Stage grouping is grouped by Lead Source. Now you can sort the Type groupings by amount, the
Stage grouping by stage, and the Lead Source grouping by record count.

Visualizing Data with Dashboards

A dashboard shows data from source reports as visual components, which can be charts, gauges, tables, metrics, or Visualforce
pages. The components provide a snapshot of key metrics and performance indicators for your organization. Each dashboard
can have up to 20 components.

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

User Permissions Needed

To view and refresh dashboards: “Run Reports” AND access to dashboard folder
To create dashboards: “Run Reports” AND “Manage Dashboards”
To edit and delete dashboards you created: “Run Reports” AND “Manage Dashboards”
To edit and delete dashboards you didn’t create: “Run Reports,” “Manage Dashboards,” AND “View All Data”

Clicking the Dashboards tab displays the dashboard you viewed most recently. The top of the page shows the time the
dashboard was refreshed last and the user whose permissions determine what data is visible on the dashboard.
Each component in a dashboard shows data from an underlying report. If you have access to the folder for the underlying
source report, you can see the related dashboard component. Click a dashboard component or its elements to drill down to
the source report, filtered report, record detail page, or other URL. If you drill down on a filtered component, the dashboard
filters are applied to the source report.
Click Go to Dashboard List to view your dashboards. Find a dashboard using dashboard finder. Type a name in the View
Dashboard field and choose a dashboard from the list of results. You can only see dashboards in folders you can access.

Follow a dashboard to get updates about the dashboard posted to your Chatter feed.

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Find and Organize Information

Search Overview
Available in: All Editions except Database.com

Note: Global search and feed search are automatically enabled when Chatter is enabled. However, enabling Chatter
disables sidebar search and advanced search.

Search for salesforce.com records and tags using:

Sidebar Search
From the sidebar search box you can search a subset of objects and fields. You can use wildcards and filters to refine your
search.

Advanced Search
Click Advanced Search... in the sidebar to search a subset of objects in combination and more fields than sidebar search,
including custom fields and long text fields such as descriptions, notes, and task and event comments. You can use
wildcards, operators, and filters to refine your search.

Global Search
From the header search box you can search more objects than sidebar search and advanced search, including articles,
documents, products, solutions, and Chatter feeds, files, groups, topics, and people. You can also search more fields than
sidebar search, including custom fields, and long text fields such as descriptions, notes, and task and event comments.
You can use wildcards, operators, and filters to refine your search. Global search keeps track of which objects you use
and how often you use them, and arranges the search results accordingly. Search results for the objects you use most
frequently appear at the top of the list.
Global search is not supported in a partner portal or Customer Portal.
Only users with supported browsers can use global search.
Contextual Feed Search
Global search is helpful when you want to look for information in feeds posts and comments across the organization.Use

feed search ( ) to find information in a feed in a specific context. Click above the feed to look for information in
that feed. For example, use the feed search on a group’s page to find information in that group.You can search for
information in feeds on a user’s profile, a record, in a public or private group (if you’re a member), and on the Chatter
and Home tabs. A contextual feed search is helpful when you want to confirm or check if something was once discussed
in that specific feed. You can search for hashtag topics, mentions, and files posted in the feed, or refine your search using
wildcards, operators, and quotation marks to match on exact phrases.

Other Search Utilities

Some objects have unique search utilities on their tabs and can’t be found using sidebar search nor advanced search. Either
use the search tools on the object’s tab or use global search if it’s available for the object.

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• Solutions
• Documents
• Products
• Articles
• Article Management (not available in global search)

Tip: Your administrator can customize your Home tab to include the product, document, or solution search in the
sidebar.

See Also:
Tags Overview
Searching in Chatter

How Search Works

Search uses custom algorithms, including natural language analysis (NLA) techniques such as tokenization, stemming (articles
and files), and stopword lists, to return meaningful search results.

Available in: All Editions except Database.com

Tokenization breaks down all searchable text into smaller pieces at spaces, punctuation, and alphanumeric boundaries and
stores them in search indexes. When you perform a search, your results include matches on the tokens in your search term.
For example, a search for “web2lead” returns matches for “web”, “2”, and “lead”.
Stemming is the process of reducing a word to its root form. With stemming, search can match expanded forms of a search
term, as long as they are the same figure of speech. For example, a search for “run” matches “run”, “running”, and “ran”, but
not “runner”.
Stopword lists contain words that are ignored in search terms for each supported language (for example, “the”, “to”, and “for”).
These words are removed from the search and are not matched on to avoid irrelevant results.
Search further refines matches based on:

• Proximity and frequency of search terms in an item

• Any search options you specify
• Pinned items on your search results page
• Item ownership
• Item popularity or importance determined by page views or the number of related lists
• Recent interaction with an item, for example if you view or edit a record

Two users performing the same search might have different search results, because searches are configured for the user
performing the search. For example, if you own or recently viewed an item, its relevancy increases and the item moves higher
in your search results.
How your search works depends on whether you're using sidebar, advanced, global search, or feed search.

See Also:
Search Overview

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Searching in Salesforce.com
Available in: All Editions except Database.com

You can change search options before or after your search.

1. Enter your search terms in the sidebar or header search box.

2. Click Search (or Go! if you're using sidebar search).

Tips for Searching in Salesforce

• Your search term must have two or more characters. Special characters, such as " ? * ( ), aren't included in the character
count. For example, a search for (a) won't return any search results.
• Search isn't case-sensitive. For example, a search for california finds the same items as a search for California.
• Find phone numbers by entering part or all of a number. For example, to find (415) 999-3434, enter 4159993434, 999,
or 3434. To search for the last seven digits, you must enter the punctuation, such as 999-3434.
• In Chinese, Japanese, and Korean, you can find a person by entering last name before first name, with a space separating
the names; searching for 佐々木律子 returns any person who has both the last name 佐々木 and first name 律子.
• If you're using advanced search or global search, refine your search using operators such as AND, OR, and AND NOT.
• If you're using advanced search or global search, search for exact phrases by putting quotation marks around multiple
keywords, for example, "call john smith" finds items with call john smith, but not items with call john p. smith or
john smith called. If you're using sidebar search, your search string is automatically treated as a phrase search.
• Search for partially matching terms using wildcards.
◊ Asterisks match zero or more characters at the middle or end (not the beginning) of your search term. For example, a
search for john* finds items that start with john, such as, john, johnson, or johnny. A search for mi* meyers finds
items with mike meyers or michael meyers. If you're using sidebar search, an * is automatically appended to the end of
the search string.
◊ Question marks match only one character in the middle or end (not the beginning) of your search term. For example,
a search for jo?n finds items with the term john or joan but not jon or johan. If you're using global search, the ? is
removed from the end of your search term and isn't treated as a wildcard.

See Also:
Search Overview

Searchable Fields by Object

The types of records you can search vary according to the edition you have.

Search results contain matches for information within specific fields of each object. You can also search for tags. Lookup
searches support fewer searchable fields for each object.

Note: Users can search for information in fields that are hidden from them by field-level security. When users search
for a value in a field hidden from them, search results include the record that contains the field, even though users
can't see the field.

• Article Fields

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• Attachment Fields
• Business Account Fields
• Campaign Fields
• Calendar Event Fields
• Case Fields
• Chatter Feed Fields
• Chatter Group Fields
• Contact Fields
• Salesforce CRM Content Fields
• Contract Fields
• Contract Line Item Fields
• Custom Object Fields
• D&B Company Fields
• Document Fields
• Entitlement Fields
• File Fields
• Idea Fields
• Lead Fields
• Note Fields
• Opportunity Fields
• People Fields
• Person Account Fields
• Price Book Fields
• Product Fields
• Question Fields
• Quote Fields
• Report Fields
• Requested Meeting Fields
• Service Contract Fields
• Solution Fields
• Task Fields
• Topic Fields
• User Fields

Some objects can’t be found by sidebar search or advanced search. Use global search or the object’s tabs to find:

• Articles
• Chatter groups, files, topics, people, and information in feeds

Tip: You can also use feed search to find information in a specific feed, such as in a group or on a user’s
profile.

• Salesforce CRM Content

• Documents
• Products

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• Solutions

See Also:
Search Overview

Searchable Fields: Article

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

Neither sidebar search nor advanced search are designed to find articles. To find an article, use global search or the search
tools in the sidebar on the Articles tab.

Search Type
Field Searched Sidebar Advanced Global Articles Tab
All standard text fields

Body

File

All custom
auto-number fields and
custom fields that are
set as an external ID
(You don't need to
enter leading zeros.)

All custom fields of type

text, text area, long text
area, rich text area,
email, and phone

See Also:
Searchable Fields by Object

Searchable Fields: Asset

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

Search Type
Field Searched Sidebar Advanced Global
Asset Name

Description

Serial Number

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Search Type
Field Searched Sidebar Advanced Global
All custom auto-number fields
and custom fields that are set
as an external ID
(You don't need to enter
leading zeros.)

All custom fields of type text,

text area, long text area, rich
text area, email, and phone

See Also:
Searchable Fields by Object

Searchable Fields: Attachment

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

Search Type
Field Searched Sidebar Advanced Global
File Name

The contents of attachments are not searchable.

See Also:
Searchable Fields by Object

Searchable Fields: Business Account

The available business account fields vary according to which Salesforce edition you have.

Search Type
Field Searched Sidebar Advanced Global
Account Name

Account Name (Local)

Account Number

Account Site

Billing Address

Description

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Search Type
Field Searched Sidebar Advanced Global
D-U-N-S Number (This field
is only available to
organizations that use
Data.com Prospector)
Fax

Phone

Shipping Address

Ticker Symbol

Website

All custom auto-number fields

and custom fields that are set
as an external ID
(You don't need to enter
leading zeros.)

All custom fields of type text,

text area, long text area, rich
text area, email, and phone

See Also:
Searchable Fields by Object

Searchable Fields: Campaign

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

Search Type
Field Searched Sidebar Advanced Global
Campaign Name

Description

All custom auto-number fields

and custom fields that are set
as an external ID
(You don't need to enter
leading zeros.)

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Search Type
Field Searched Sidebar Advanced Global
All custom fields of type text,
text area, long text area, rich
text area, email, and phone

See Also:
Searchable Fields by Object

Searchable Fields: Case

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

Search Type
Field Searched Sidebar Advanced Global
Case Comments

Case Number
(You don't need to enter
leading zeros.)

Description

Subject

Web Company (of person who

submitted the case online)
Web Email (of person who
submitted the case online)
Web Name (of person who
submitted the case online)
Web Phone (of person who
submitted the case online)
All custom auto-number fields
and custom fields that are set
as an external ID
(You don't need to enter
leading zeros.)

All custom fields of type text,

text area, long text area, rich
text area, email, and phone

See Also:
Searchable Fields by Object

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Searchable Fields: Chatter Feed

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

To find information in a feed, use global search or feed search. Neither sidebar search nor advanced search are designed to
find information in Chatter feeds.
Note: Global search and feed search return matches for file or link names shared in posts, but not in comments.

Search Type
Field Searched Sidebar Advanced Global Feed
@Name (where Name is
a user name—for
example, @Madison
Rigsby)
Comment Body

Parent Record
Name

Post Body

Poster Name

See Also:
Searchable Fields by Object

Searchable Fields: Chatter Group

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

Neither sidebar search nor advanced search are designed to find Chatter groups. To find a Chatter group, use global search
or the search tools on the Groups tab. Global search results include archived groups.

Search Type
Field Searched Sidebar Advanced Global Groups Tab
Description

Group Name

See Also:
Searchable Fields by Object

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Searchable Fields: Topic

Available in: All editions

Neither sidebar search nor advanced search are designed to find topics. To find a topic, use global search.

Search Type
Field Searched Sidebar Advanced Global
Description

Name

See Also:
Searchable Fields by Object

Searchable Fields: Contact

The available fields vary according to which Salesforce edition you have.

Search Type
Field Searched Sidebar Advanced Global
Assistant

Asst. Phone

Department

Description

Fax

First Name

First Name (Local)

Home Phone

Last Name

Last Name (Local)

Mailing Address

Mobile

Other Address

Other Phone

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Search Type
Field Searched Sidebar Advanced Global
Phone

Title

All custom auto-number fields

and custom fields that are set
as an external ID
(You don't need to enter
leading zeros.)

All custom fields of type text,

text area, long text area, rich
text area, email, and phone

See Also:
Searchable Fields by Object

Searchable Fields: Salesforce CRM Content

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

Neither sidebar search nor advanced search are designed to find content. To find content, use global search (results appear as
files) or the search tools on the Content tab.

See Also:
Searchable Fields by Object

Searchable Fields: Contract

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

Search Type
Field Searched Sidebar Advanced Global
Billing Address

Contract Name

Contract Number

Description

Shipping Address

Special Terms

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Search Type
Field Searched Sidebar Advanced Global
All custom auto-number fields
and custom fields that are set
as an external ID
(You don't need to enter
leading zeros.)

All custom fields of type text,

text area, long text area, rich
text area, email, and phone

See Also:
Searchable Fields by Object

Searchable Fields: Contract Line Item

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

Search Type
Field Searched Sidebar Advanced Global
Description

Name

See Also:
Searchable Fields by Object

Searchable Fields: Custom Object

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

Custom object records are searched only if there is a custom tab associated with the custom object. Users aren’t required to
add the tab for display.

Search Type
Field Searched Sidebar Advanced Global
Name

All custom auto-number fields

and custom fields that are set
as an external ID

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Search Type
Field Searched Sidebar Advanced Global
(You don't need to enter
leading zeros.)

All custom fields of type email

and phone
All custom fields of type text,
text area, long text area, and
rich text area

See Also:
Searchable Fields by Object

Searchable Fields: D&B Company

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

To have access to D&B Company records, your organization must have Data.com Premium Prospector or Data.com Premium
Clean.

Search Type
Field Searched Sidebar Advanced Global
Company Description

D-U-N-S Number

Facsimile Number

Mailing Address

Primary Address

Primary Business Name

Telephone Number

Ticker Symbol

URL

See Also:
Searchable Fields by Object

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Searchable Fields: Document

Available in: All editions except Database.com

To find a document, use global search or the Find Document button on the Documents tab. Neither sidebar search nor
advanced search are designed to find documents.

See Also:
Searchable Fields by Object

Searchable Fields: Entitlement

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

Search Type
Field Searched Sidebar Advanced Global
Name

All custom auto-number fields

and custom fields that are set
as an external ID
(You don't need to enter
leading zeros.)

All custom fields of type text,

text area, long text area, rich
text area, email, and phone

See Also:
Searchable Fields by Object

Searchable Fields: File

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

Neither sidebar search nor advanced search are designed to find files. To find a file, use global search or the search tools on
the Files tab.

Search Type
Field Searched Sidebar Advanced Global Files Tab
Body

Description

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Search Type
Field Searched Sidebar Advanced Global Files Tab
Extension (such as
ppt)
Name

Owner

All custom
auto-number fields and
custom fields that are
set as an external ID
(You don't need to
enter leading zeros.)

All custom fields of type

text, text area, long text
area, rich text area,
email, and phone

See Also:
Searchable Fields by Object

Searchable Fields: Idea

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

Search Type
Field Searched Sidebar Advanced Global
Comment

Description

Title

See Also:
Searchable Fields by Object

Searchable Fields: Lead

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

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Search Type
Field Searched Sidebar Advanced Global
Address

Company

Company D-U-N-S Number

(This field is only available to
organizations that use
Data.com Prospector)
Description

Fax

First Name

First Name (Local)

Last Name

Last Name (Local)

Mobile

Phone

Title

All custom auto-number fields

and custom fields that are set
as an external ID
(You don't need to enter
leading zeros.)

All custom fields of type text,

text area, long text area, rich
text area, email, and phone

See Also:
Searchable Fields by Object

Searchable Fields: Note

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

Search Type
Field Searched Sidebar Advanced Global
Body

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Search Type
Field Searched Sidebar Advanced Global
Title

See Also:
Searchable Fields by Object

Searchable Fields: Opportunity

The available fields vary according to which Salesforce edition you have.

Search Type
Field Searched Sidebar Advanced Global
Description

Opportunity Name

All custom auto-number fields

and custom fields that are set
as an external ID
(You don't need to enter
leading zeros.)

All custom fields of type text,

text area, long text area, rich
text area, email, and phone

See Also:
Searchable Fields by Object

Searchable Fields: People

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

Neither sidebar search nor advanced search are designed to find people; however, sidebar search and advanced search can be
used to find users. See Searchable Fields: User.
To find people, use global search or the search tools on the People tab.

Search Type
Field Searched Sidebar Advanced Global People Tab
About Me

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Search Type
Field Searched Sidebar Advanced Global People Tab
First Name

Last Name

Name

Nickname

Phone

Record ID (15
character Record ID
only)
Username

All custom
auto-number fields and
custom fields that are
set as an external ID
(You don't need to
enter leading zeros.)

All custom fields of type

text, text area, long text
area, rich text area,
email, and phone

Note: Information in hidden fields on a profile is not searchable by other partners and customers in the community,
but is searchable by users in the company’s internal organization.

See Also:
Searchable Fields by Object

Searchable Fields: Person Account

Available in: Enterprise, Performance, Unlimited, and Developer editions
The available person account fields vary according to which Salesforce edition you have.

Search Type
Field Searched Sidebar Advanced Global
Account Name

Account Name (Local)

Account Number

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Search Type
Field Searched Sidebar Advanced Global
Account Site

Assistant

Assistant Phone

Billing Address

Description

Fax

Home Phone

Mailing Address

Mobile

Other Address

Other Phone

Shipping Address

Ticker Symbol

Title

Website

All custom auto-number fields

and custom fields that are set
as an external ID
(You don't need to enter
leading zeros.)

All account and contact

custom fields of type text, text
area, long text area, rich text
area, email, and phone

See Also:
Searchable Fields by Object

Searchable Fields: Price Book

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

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Neither global search, sidebar search, nor advanced search are designed to find price books. To find a price book, use the Price
Books area on the Products tab.

See Also:
Searchable Fields by Object

Searchable Fields: Product

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

Neither sidebar search nor advanced search are designed to find price books or products. To find a product, use global search
or the Find Products area on the Products tab.

See Also:
Searchable Fields by Object

Searchable Fields: Question

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

The Answers tab in Salesforce lists all the questions posted to an answers community.

Search Type
Field Searched Sidebar Advanced Global
Question Body

Question Title

Reply Body

See Also:
Searchable Fields by Object

Searchable Fields: Quote

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

Search Type
Field Searched Sidebar Advanced Global
Quote Name

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Search Type
Field Searched Sidebar Advanced Global
Quote Number

See Also:
Searchable Fields by Object

Searchable Fields: Report

Available in: All editions except Database.com

Search Type
Field Searched Sidebar Advanced Global
Description

Report Name

See Also:
Searchable Fields by Object

Searchable Fields: Service Contract

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

Search Type
Field Searched Sidebar Advanced Global
Contract Number

Description

Name

Special Terms

See Also:
Searchable Fields by Object

Searchable Fields: Solution

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

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Neither sidebar search nor advanced search are designed to find solutions. To find a solution, use global search or the Find
Solution button on the Solutions tab.

See Also:
Searchable Fields by Object

Searchable Fields: Task, Calendar Event, and Requested Meeting

Available in: All editions except Database.com

Archived activities are accessible in advanced search only.

Search Type
Field Searched Sidebar Advanced Global
Comments (task and events
only)
Subject

All custom auto-number fields

and custom fields that are set
as an external ID
(You don't need to enter
leading zeros.)

All custom fields of type text,

text area, long text area, rich
text area, email, and phone

See Also:
Searchable Fields by Object

Searchable Fields: User

The available fields vary according to which Salesforce edition you have.

If you're using Chatter and searching for people, see Searchable Fields: People.

Search Type
Field Searched Sidebar Advanced Global
About Me

First Name

Last Name

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Search Type
Field Searched Sidebar Advanced Global
Name

Nickname

Phone

Record ID (15 character

Record ID only)
Username

All custom auto-number fields

and custom fields that are set
as an external ID
(You don't need to enter
leading zeros.)

All custom fields of type text,

text area, long text area, rich
text area, email, and phone

See Also:
Searchable Fields by Object

Tags that Show Up in Search

Available in: All editions

You can search for tags in sidebar, advanced, and global search.

See Also:
Searchable Fields by Object

Search Results
Available in: All Editions except Database.com

Your search results include items and tags that you have permission to view. How your results appear and how you can interact
with them depends on whether you’re using:

• Sidebar or advanced search

• Global search

Regardless of your search type, you can:

• Filter your search results

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• Customize columns in your search results

• (Administrators only) Customize filters for all users’ search results

Search Results
Available in: All Editions

The search results page displays items for each object, custom object, tag, and Chatter feed that you have permission to view.
From this page, you can:

• Jump directly to an object's results—click any object on the left side of the page.
The number of results for each object is displayed. For example, Contacts [25+] means there are more than 25 contacts
that match your search criteria. If your search returns a large number of results for a particular object, click Next Page or
Previous Page to view the results.
• Jump to Chatter Feed Search Results.
• View or edit items—click an item to open it or click Edit, if available.
• Refine your search results by clicking Options... below the search box or above the list of objects on the left hand side:
Choose which objects to search
In the Objects section, select the objects for which you want to return search results. If you don't select any objects,
your search returns all possible objects. Select All or click Clear All to quickly select all or no objects.

Search only items you own

In the More Options section, select Limit to items I own.

Note: When Limit to items I own is selected, the search results don't return article, asset, idea,
invoice, order, people, product, question, quote, and reply records because these records don't have owners.

Search for an exact phrase

In the More Options section, select Exact phrase. This is the same as using quotation marks around your search
string.

Search within a division

If you have the Affected by Divisions permission, specify which divisions you want to search. If your organization
uses divisions but you don't have the “Affected by Divisions” permission, your search results include records from
all divisions.
• Click Search.

The search options you select are saved until you change them. Click to clear your search terms.

Note: Chatter feed searches aren’t affected by your search scope; Chatter feed search results include matches
across all objects.
Search options aren't available to Chatter Free users.

• Customize columns in your search results.

• Filter your search results.

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Sidebar Search

How Sidebar Search Works

Available in: All Editions except Database.com

How your sidebar search works depends on your search options, search terms, and the use of wildcards.
Search Options
Sidebar search searches only a subset of records and fields, including name, phone, email, and standard address fields.
If the sidebar search drop-down list is available, you can limit your search to only tags or the records for a single object.
If the sidebar search Limit to items I own checkbox is available, you can select this box to limit your search to
records you own.

Search Terms
Searches are conducted as a phrase search and match terms in the exact sequence that they appear. For example, searching
for bob jones returns items with Bob Jones, but not Bobby Jones or Bob T Jones. Likewise, searching for acct!4 only
returns items with acct!4 in a single string.

Wildcards and Operators

You can use the * (asterisk) and ? (question mark) wildcards to refine results. Use * to match one or more characters, or
? to match a single character. An * is automatically appended to your search string. For example, searching for bob jo
finds items with Bob Jones and Bob Johnson, and searching for jo?n finds items with john and joan. You can't use operators
to refine results in sidebar search.

See Also:
Search Overview

Changing Sidebar Search Options

Available in: All Editions except Database.com

Refine your search results by:

Choosing which objects to search
If the sidebar search drop-down list is available, you can limit your search to a single object. In the drop-down list, select
the object you want. Select Search All to search across all objects.

Note: When all objects are selected, the search results don't return article, article management, content,
document, product, and solution records. You can search for these records on their respective tabs.

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Searching only items you own

If the Limit to items I own checkbox is available, you can search only items you own, including case comments
and reports that you created.

Note: When Limit to items I own is selected, the search results don't return asset, idea, invoice, order,
question, quote, reply, and user records because these records don't have owners.

Searching within a division

If you have the “Affected by Divisions” permission, specify which divisions you want to search. If your organization uses
divisions but you don't have the “Affected by Divisions” permission, your search results include records in all divisions.

If you restrict your search options, the options you select appear under the search box on the Search Results page.

Using the Recycle Bin

Available in: All Editions except for Database.com

User Permissions Needed

To view and recover your deleted records: “Read” on the records in the Recycle Bin
To view and recover records deleted by other users: “Modify All Data”
To recover deleted public tags: “Tag Manager”
To purge the Recycle Bin: “Modify All Data”

The Recycle Bin link in the sidebar lets you view and restore recently deleted records for 15 days before they are permanently
deleted. Your Recycle Bin record limit is 25 times the Megabytes (MBs) in your storage. For example, if your organization
has 1 GB of storage then your limit is 25 times 1000 MB or 25,000 records. If your organization reaches its Recycle Bin limit,
Salesforce automatically removes the oldest records if they have been in the Recycle Bin for at least two hours.

Viewing Items in the Recycle Bin

Choose My Recycle Bin from the drop-down list to view just the items you deleted. Administrators, and users with the
“Modify All Data” permission, can choose All Recycle Bin to view all data that has been deleted for the entire organization.
In Personal Edition, the All Recycle Bin option shows all of your deleted items.

Searching for Items in the Recycle Bin

1. Choose My Recycle Bin or All Recycle Bin from the drop-down list. Choosing My Recycle Bin searches for matches
only in the items you deleted.
2. Enter your search terms. Search terms are treated as separate words with an implied AND between them. For example,
searching for bob jones returns items with bob and jones together but not bob smith whose email address is [email protected].
An implied wildcard is appended to your search terms so searching for bob returns any bob or bobby. Searches look for
matches in the field displayed in the Name column of the Recycle Bin such as lead Name, Case Number, Contract
Number, or Product Name.

Note: Some search features, including stemming and synonyms, are not available in the Recycle Bin search.

3. Click Search.

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Restoring Items in the Recycle Bin

You can restore items by checking the box next to those items and clicking Undelete. To restore all deleted items, check the
box in the column header and then click Undelete.
When you undelete a record, Salesforce restores the record associations for the following types of relationships:
• Parent accounts (as specified in the Parent Account field on an account)
• Parent cases (as specified in the Parent Case field on a case)
• Master solutions for translated solutions (as specified in the Master Solution field on a solution)
• Managers of contacts (as specified in the Reports To field on a contact)
• Products related to assets (as specified in the Product field on an asset)
• Opportunities related to quotes (as specified in the Opportunity field on a quote)
• All custom lookup relationships
• Relationship group members on accounts and relationship groups, with some exceptions
• Tags
• An article's categories, publication state, and assignments

Note: Salesforce only restores lookup relationships that have not been replaced. For example, if an asset is related to
a different product prior to the original product record being undeleted, that asset-product relationship is not restored.

Purging the Recycle Bin

To permanently remove your deleted items prior to the 15 day period, administrators, and users with the “Modify All Data”
permission, can click Empty your Recycle Bin or Empty your organization’s Recycle Bin .

How Advanced Search Works

Available in: All Editions except Database.com

How your advanced search works depends on your search options, search terms, and the use of wildcards and operators.
Search Options
Advanced search searches more record types and fields than sidebar search, including attachments, custom fields, and
long text fields such as descriptions, notes, and task and event comments.
Select Limit to items I own, if available, to limit your search to records you own, including case comments and
reports that you created. Click Advanced Search... and choose one or more objects by which to limit your search. You
can also restrict your search to divisions, if your organization uses them.

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Search terms are separated by letter, number, and punctuation boundaries. For example, searching for acct!4 returns
items with Acct, !, and 4, even if those terms are in separate places in the item.

Wildcards and Operators

You can use the * (asterisk) and ? (question mark) wildcards to refine results. Use * to match one or more characters, or
? to match a single character. For example, searching for bob jo* finds items with Bob Jones and Bob Johnson, and
searching for jo?n finds items with john and joan. You can also use the AND, OR, AND NOT, ( ) (parentheses), and
" " (quotation marks) operators to refine results.

See Also:
Search Overview

Changing Advanced Search Scope

Available in: All Editions except Database.com

1. Click Advanced Search... in the sidebar.

2. Refine your search results by:
Searching only items you own
In the Advanced Options section, select Limit to items I own, if available.

Note: When Limit to items I own is selected, the search results don't return asset, idea, invoice,
order, question, quote, reply, and user records because these records don't have owners.

Searching for an exact phrase

In the Advanced Options section, select Exact phrase. This is the same as using quotation marks around your
search string.

Searching within a division

If you have the “Affected by Divisions” permission, specify which divisions you want to search. If your organization
uses divisions but you don't have the “Affected by Divisions” permission, your search results include records in all
divisions.

Choosing which objects to search

In the Scope section, select the objects for which you want to return search results. If you don't select any objects,
your search returns all possible objects. Click Select All or Deselect All to quickly select all or no objects.

3. Click Search.
If you restrict your search scope, the scope you select appears under the search box on the Advanced Search Results page.
Click Advanced Search under the search box to change your search scope again.

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Sidebar and Advanced Search Results

Available in: All Editions except Database.com

Your search results include related lists for items and tags that you have permission to view.
From this page you can:

• Click a related list item at the top of the page to jump directly to an object's results.
Objects with results are displayed in alphabetical order. The number of results for each object is displayed. For example,
Contacts [25+] means there are more than 25 contacts that match your search criteria. If your search returns a large number
of results for a particular object, click Next Page or Previous Page to view the results.
• Click a result to open it or click Edit, if available.
• Click My Columns (or, if you’re an administrator, click Customize... > My Columns) to customize columns in your
search results.
• Click Show Filters, if available, to filter your search results.
• Click Advanced Search..., if available, to refine your search.

Global Search

How Global Search Works

Available in: All Editions except Database.com

Global search searches more record types, including articles, documents, products, solutions, and Chatter feeds, files, groups,
topics, and people. Global search also searches more field types, including custom fields and long text fields such as descriptions,
notes, and task and event comments. Global search keeps track of which objects you use and how often you use them, and
arranges the search results accordingly. Search results for the objects you use most frequently appear at the top of the list. If
global search doesn’t have enough information about which objects you use, you see results for all objects until it has more
information.
How your global search works depends on your search options, search terms, and the use of wildcards and operators.
Search Options
Search options let you restrict your search to the records you own, if available; to exact phrase searches; and to divisions,
if your organization uses them.
The search options you select are saved until you change them.

Note: Chatter feed searches aren’t affected by your search scope; Chatter feed search results include matches
across all objects.

Search options aren't available to Chatter Free users.

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Search Terms
Search terms are treated as separate words and may be found in different searchable fields within a record. For example,
searching for bob jones returns items with Bob Jones, as well as a contact named Bob Smith whose email address is
[email protected].
Search terms are separated by letter, number, and punctuation boundaries. For example, searching for acct!4 returns
items with Acct, !, and 4, even if those terms are in separate places in the item.

Tip: If you'd like to conduct a phrase search to match multiple terms in the exact sequence that they appear,
select Exact phrase in the Options or use quotations marks around your search terms.

Wildcards and Operators

See Also:
Search Overview

Changing Global Search Options

Available in: All Editions except Database.com

1. Click Options... next to the search box in the results page.

Search options aren't available to Chatter Free users.
2. Refine your search results by:

• Selecting Limit to items I own, if available.

Note: When Limit to items I own is selected, the search results don't return article, asset, idea, invoice,
order, people, product, question, quote, and reply records because these records don't have owners.

• Selecting Exact phrase. This is the same as using quotation marks around your search string.
• Searching within a division. If you have the “Affected by Divisions” permission, specify which divisions you want to
search. If your organization uses divisions but you don't have the “Affected by Divisions” permission, your search results
include records in all divisions.

3. Click Save & Search.

The search options you select are saved until you change them.

Note: Chatter feed searches aren’t affected by your search scope; Chatter feed search results include matches
across all objects.

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Global Search Results

Available in: All Editions except Database.com

Watch a Demo: Using Smart Search

Your search results include items and tags that you have permission to view. Global search keeps track of which objects you
use and how often you use them, and arranges the search results accordingly. Search results for the objects you use most
frequently appear at the top of the list. If global search doesn’t have enough information about which objects you use, you see
results for all objects until it has more information.
Custom object records are searched only if there is a custom tab associated with the custom object. Users aren’t required to
add the tab for display. If your Salesforce administrator has enabled and defined external objects that access SharePoint in
your company, your search results may include matches for items in the SharePoint server.

From this page you can:

1. Click Search Feeds at the top left of the page to see Chatter posts and comments that include your search terms.

Tip: On the search results page for feeds, save the feed search to your favorites on the Chatter page by clicking
Add to Favorites.

2. Quickly see which items (ordered by most frequent use) were searched.

• Click any item to see only that item's results.

• Hover over and pin important items to the top of your results to manually change the order. You can always unpin
them later.

3. Click Search All at the bottom of the left side or under the related lists to do a one-time search across all items using your
current search terms.
After clicking Search All, you can pin items that don’t appear in your scope to the top of your search results. You can
always unpin them later.

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4. Use the search box in the page to search within your current view. For example, if you drill down to view Chatter feeds
and then decide to search Chatter for something different, enter your new search terms and click Search Feeds to search
across all Chatter posts and comments.

Note: Search results for feeds include matches for file or link names shared in posts, but not in comments.

5. Click Options... to restrict your search to records you own, if available, to exact phrase searches, and to divisions, if your
organization uses them.
6. Take a guided tour of the search results.
7. See up to five results for each item you searched.

• Click a result to open it or click Edit, if available.

• Click column headings to sort results in ascending or descending order.
• Click Show Filters, if available, to filter your search results.
• Click Show More to drill down to the full list of that item's results.

8. Drill down to a specific item's results, and then:

• Click Show Filters, if available, to filter your search results.

• Click My Columns (or, if you’re an administrator, click Customize... > My Columns) to customize columns in your
search results.

Tip: To search the posts and comments in a specific feed, such as on a profile, on a record, or in a group, use the

feed search ( ) at the top of the feed.

Lookup Dialog Search

Available in: All Editions

Salesforce objects often include lookup fields that allow you to associate two records together in a relationship. For example, a
contact record includes an Account lookup field that represents the relationship between the contact and its associated
organization. The object that contains the lookup field is the source object, while the object the lookup points to is the target
object.

Lookup fields appear with the button on record edit pages. Clicking opens a lookup search dialog that allows you to
search for the record that should be associated with the one being edited. A blank lookup is performed when you click the
lookup icon without entering a search term.

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Salesforce provides two types of lookups.

Standard Lookups
By default, all lookups behave as standard lookups. When searching for records with a standard lookup, only the fields
listed in Searchable Fields in Lookup Searches are queried. Standard lookups return up to 50 records at a time in
alphabetical order and don't allow for sorting, filtering, or customizable columns.

Enhanced Lookups
If enabled by your administrator, account, contact, opportunity, user, and custom object lookups can behave as enhanced
lookups. Enhanced lookups feature enhanced search capabilities compared to standard lookups:
• By default, enhanced lookups query a limited set of fields, known as Name fields, for each object. If your search for
a record returns a large number of matches, such as a contact with a widely used name, you can instead query all
searchable fields for that record to narrow your results. If available in the enhanced lookup search dialog, select All
Fields and enter other search terms unique to the record, such as the contact’s email address. This option is currently
available for accounts, contacts, opportunities, users, and custom objects.
• Enhanced lookup search queries are broken into separate search terms at alphabetic, numeric, and special character
boundaries. For example, if you enter ALL4ONE in an enhanced lookup field, the resulting query searches for ALL
and 4 and ONE. Consequently, entering ALL and 4 and ONE returns matches for ALL4ONE. Also, searching
for S& returns fields containing both S& and &S. This behavior is currently available for accounts, contacts,
opportunity, user, and custom objects.
• Enhanced lookups allow users to sort and filter search results by any field that is available in regular search results.
Users can also hide and reorganize the columns that are displayed in the results window. If you perform a blank
lookup—that is, you click the lookup icon without entering a search term—filters only apply to items in the most
recently used list. Otherwise, filters apply to both this list and the resulting records of the lookup.

Note: In addition to user-controlled filters, administrators can create lookup filters on fields that are in a
lookup, master-detail, or hierarchical relationship to limit the valid values in lookup dialog results for the
field.

• Enhanced lookups return all records that match your search criteria and allow you to page through large sets of search
results.

When you perform a blank lookup, a list of all recently used records displays. Search results vary for some object types:

• For standard lookups of products and queues, the dialog shows an alphabetical listing of the first 50 records.
• For standard lookups of campaigns, the dialog shows the first 100 active campaigns.
• For the asset standard lookup on a case, the dialog shows all the assets tied to the contact on the case, if any.
• For standard or enhanced lookups of users, the dialog shows a list of recently accessed user records from across your
organization.

Lookup Auto-Completion
If enabled by your administrator, lookups support auto-complete.

Available in: All Editions

Both standard lookups and enhanced lookups can display a dynamic list of matching recently used records when a lookup field
is edited. This list is restricted to objects of the appropriate type and, with the exception of lookups of users, is populated from
recently used items. For example, while editing an Account lookup, you can see recently used accounts with names that match
the prefix you have entered. Recently used contacts don't appear in this list.

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Lookup auto-completion is subject to the following restrictions:

• You must have recently visited records of the appropriate type for the lookup's auto-completion list to be populated.
• You must be editing the lookup field on a record's edit page.

Hover details are displayed only for lookup fields on object types that are included in lists of recently used records. For example,
products aren’t included in lists of recently used records, so hover details aren’t displayed for a lookup field on products.

Tips for Using Standard and Enhanced Lookups

Consider these tips when using standard and enhanced lookups.

Available in: All Editions

• In standard lookup searches, a wildcard is automatically appended to each of your search terms. For example, a search for
bob jo is really a search for bob* jo* and returns items with bob jones, bobby jones, or bob johnson. You can also explicitly
use an asterisk (*) wildcard in your search string.
• For enhanced lookups in particular, the wildcard can't be the first character in the search term or phrase, and search results
may include more records than you expect if your search terms contain a combination of letters, numbers, and special
characters.
• If you enter a value in the lookup text box and save the record without clicking the lookup icon ( ), Salesforce automatically
performs a standard lookup search. If it finds an exact match, it saves that value to the lookup field, even if it finds other
partial matches. If it doesn’t find an exact match and finds one or more partial matches, Salesforce requires you to select
a value from a drop-down list of matches. If no results match the text you entered, an error displays instead.
• To search for contacts, leads, users, or other individuals that include spaces in the First Name or Last Name fields,
enter quotes around the terms.
For example, to search for someone with the last name von hausen, enter “von hausen".
• In organizations where the Salesforce Customer Portal or partner portal is enabled, you can filter the results that appear
on the user lookup dialog by selecting either a queue or group of users from the Owner or Assigned To drop-down list.
• If your organization uses divisions and you have the “Affected by Divisions” permission, your lookup dialog search results
include records in the division you select in the lookup dialog window.

Searchable Fields in Lookup Searches

Available in: All editions

The lookup icon, which appears as a magnifying glass next to many fields, opens a dialog that allows you to search for other
records. Below is the list of fields that are used for matching when searching in the standard or enhanced lookup dialog.
By default, enhanced lookups query a limited set of fields, known as Name fields, for each object. If your search for a record
returns a large number of matches, such as a contact with a widely used name, you can instead query all searchable fields for
that record to narrow your results. If available in the enhanced lookup search dialog, select All Fields and enter other search
terms unique to the record, such as the contact’s email address.

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Type of Record Fields Searched Standard Lookups Enhanced Lookups

Account Account Name
Account Name (Local)
Website

Supports All Fields search.

• All Searchable Fields:
Business Account
• All Searchable Fields:
Person Account

Campaign Campaign Name

Case Case Number

Community Community Name

Contact First Name

First Name (Local)
Last Name
Last Name (Local)

Supports All Fields search.

All Searchable Fields: Contact

Contract Contract Name

Contract Number

Discussion Title

Document Document Name

Keywords

Idea Title

Lead Company
Company (Local)
Name
Name (Local)

Opportunity Opportunity Name

Account Name Not supported
Supports All Fields search.

Price Book Price Book Name

Product Product Code

Product Name

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Type of Record Fields Searched Standard Lookups Enhanced Lookups

Self-Service User First Name
Last Name

Solution Solution Title

User First Name

Last Name
Name

Supports All Fields search.

Custom Objects Name

Supports All Fields search.

See Also:
Lookup Dialog Search
Searchable Fields by Object

Refine Search Results

Refining Search Using Operators

Available in: All Editions except Database.com
Operators not available in: Connect Offline

Sidebar and standard lookup search don't support the use of operators.

Operators
Operator support is case-insensitive.

Operator Description
AND Finds items that match all of the search terms. For example, acme AND california finds
items with the word acme and the word california, but not items with only the word acme.
Using AND is optional in most cases, because searching for acme california is the same
as searching for acme AND california. However, when searching articles, documents,
and solutions on their respective tabs, AND must be used because OR is the default operator
for these objects on their tabs.

OR Finds items with at least one of the search terms. For example, acme OR california
finds items with either acme or california or both.
AND NOT Finds items that don't contain the search term. For example, acme AND NOT california
finds items that have the word acme but not the word california.

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Operator Description
( ) (parentheses) Group search terms together. Grouped search terms are evaluated before other search terms
in your string. See Search Order on page 130.
" " (quotation marks) Find an exact phrase. Sidebar search automatically places the quotation mark operators around
any search string that you enter. This is the same as selecting Exact phrase in advanced
search or global search. For example, a search for "monday meeting" finds items that
contain monday meeting, but not items that contain monday afternoon meeting or monday's
meeting. The asterisk (*) and question mark (?) function as wildcards when included in a search
phrase that is enclosed in quotation marks or when Exact phrase is selected in the search
scope.

Search Order
When you combine multiple operators in a search string, they are evaluated in this order:
1. () (parentheses)
2. AND and AND NOT (evaluated from right to left)
3. OR
These examples show how search strings are evaluated:

Searching for... Is the same as... Finds items with the words...
acme AND california AND NOT acme AND (california AND NOT acme and california but not meeting
meeting meeting)
acme AND NOT california AND acme AND NOT (california AND acme but not with both california and
meeting meeting) meeting
acme AND california OR (acme AND california) OR acme and california and items with the
meeting meeting word meeting
acme AND (california OR acme AND (california OR acme and california and items with the
meeting) meeting) words acme and meeting

Refining Search Using Wildcards

Available in: All Editions except Database.com

Wildcards

Wildcard Description
* (asterisk) Asterisks match zero or more characters at the middle or end (not the beginning) of your
search term. For example, a search for john* finds items that start with john, such as, john,
johnson, or johnny. A search for mi* meyers finds items with mike meyers or michael meyers.
If you're using sidebar search, an * is automatically appended to the end of the search string.
You can use an * at the beginning of a search term in a standard lookup search.
? (question mark) Question marks match only one character in the middle or end (not the beginning) of your
search term. For example, a search for jo?n finds items with the term john or joan but not
jon or johan. If you're using global search, the ? is removed from the end of your search term
and isn't treated as a wildcard. You can't use a ? in a lookup search.

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Wildcard Behavior and Limitations

• Wildcards take on the type of the preceding character. For example, aa*a matches aaaa and aabcda, but not aa2a or aa.!//a,
and p?n matches pin and pan, but not p1n or p!n. Likewise, 1?3 matches 123 and 143, but not 1a3 or 1b3.
• You can't search for a ? or * in a search phrase that is enclosed in quotation marks or when Exact phrase is selected in the
search scope because they function as wildcards. For example, "my wo?d" matches my wood and my word.
• A wildcard (*) is appended at the end of single characters in Chinese, Japanese, Korean, and Thai (CJKT) searches, except
in exact phrase searches.
• If you're entering search terms in global search, the search box drop-down list gives you the option to search for your term
with an * added to the end. For example, type jo in the search box, then select Search for jo* (starts with) to find joan,
john, johnson, and other matches that start with jo.

Refining Search
Available in: All Editions except Database.com

Improve your search results by:

• Changing search options

◊ Sidebar search
◊ Advanced search
◊ Global search

• Using feed search, if you’re trying to find information in a specific feed

• Using wildcards
• Using operators, if you're using advanced search, global search, or feed search

Customizing Search Results Columns

Available in: All Editions except Database.com

For most objects, you can specify the enhanced lookup and search results columns and column order.

1. In the object's search results related list, click My Columns (Administrators click Customize... > My Columns).
2. To choose columns, use Add and Remove.
Your administrator determines the available columns in a search layout. If search layouts aren't available for the object,
such as articles, dashboards, reports, and tags, you can't customize the columns.
3. To reorder columns, use Up and Down.
4. Click Save.
5. Click column headings to sort the results in ascending or descending order.
Sorting applies across all search results for a particular object, including those on subsequent pages. You can’t click on
column headings for multi-select picklist fields because you can’t sort the multi-select picklist field type.

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Filtering Search Results

Available in: All Editions except Database.com

To restrict search or enhanced lookups results for objects, you can use filters. Your administrator determines the available filter
fields in a search layout. If your administrator didn't create a search layout for the object or if search layouts aren't available
for the object, such as articles, dashboards, reports, and tags, you can't filter your results.
Filters aren't available in Customer Portals or partner portals.
Filtering Search Results for Most Objects
1. Click Show Filters in a search results related list.
2. Enter filter criteria using the following tips and click Apply Filters.

• When filtering search results, the operator is selected automatically based on the field type. The = (equals) operator
is used for fields with the following types of fields:

◊ Dates
◊ Numbers, except auto number or phone fields
◊ Record IDs

All other fields use the contains operator. Auto number and phone fields use the contains operator because they
can contain non-numeric characters.
• Except for number fields, commas are used as OR operators in search results filters. For example, if you enter
acme, california in the Account Name filter field, your results include account names with either acme
or california. For number fields (where a comma can be part of a number) commas aren't treated as OR operators
and users must explicitly enter the OR operator.

Note: Explicitly using the OR operator is only supported in number fields.

• 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. For example, if you enter acme california in the Account Name
filter field, your results include account names with both acme and california.
• Any field of type URL is filtered based on the exact value that is entered by the user for that field.

Tip: We recommend that you don't include http:// or https:// in URL filter criteria because you
may not get the results that you expect.
When you enter values in URL fields and save records, Salesforce adds http:// to any URL that doesn’t
start with http:// or https://. The added http:// isn't stored in the database. For example, if
you enter salesforce.com in the Website field and save the record, the Website field displays
http://salesforce.com, but the value stored is salesforce.com. Therefore, if you enter
http://salesforce.com in the Website filter field, your results don't include your record.

• You can enter literal date values such as YESTERDAY or NEXT MONTH.
• If you perform a blank lookup—that is, you click the lookup icon without entering a search term—filters only
apply to items in the most recently used list. Otherwise, filters apply to both this list and the resulting records of
the lookup.

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Clearing and Hiding Filters

Click Clear Filters to remove all filters and see unfiltered search results. Click Hide Filters to apply the filters but not
display them on the page.

Filtering Search Results for Articles, Files, Products, and Solutions

To filter the results for articles, files, and products, and to further filter the results for solutions, click the link in the
appropriate results related list. Your search and results automatically appear on the new page. If you filter the solutions
results on the Search Results page and then use the link in the appropriate results related list to further filter your results,
your filter options aren't applied on the new page.

Using Divisions in Search and List Views

If your organization uses divisions to segment data, you can search and create list views by division.

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

User Permissions Needed

To search within divisions: “Affected by Divisions”

Searches
• To search within a division in a lookup dialog, select a division from the drop-down list in the lookup dialog window.
Search results will contain records in the selected division.
• To search all records within the current user-selected division, use global search.
• To search within multiple divisions at the same time, use advanced search.

List Views
• To change results displayed in a custom list view, set the Division Name when creating or editing a list view. The current
user-level selectable division will not change which results are displayed in your custom list view.
• To find records in a specific division in a list view that does not have the Division Name set, change your user-level selectable
division.
• To view records across all divisions, change your user-level selectable division to “—All—” or when creating a custom list
view, set Division Name to “—All—”.

See Also:
Changing Your Working Division

Topics

Topics on Records Overview

Topics are words or phrases that you can associate with most Salesforce records to describe and organize their data in a
personalized way.

Available in: All Editions

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Use topics to group records by a common theme or use, and then use those topics to filter list views. For example, if you met
a number of contacts at a conference, you might add the topic User Conference 2014 to their records. You could then
use the User Conference 2014 topic to filter a contacts list view to retrieve those records.
Administrators can enable topics for accounts, assets, campaigns, cases, contacts, contracts, events, leads, opportunities, tasks,
and custom objects.

Add Topics to Records

Add topics to records to organize them by common themes and retrieve them in list views.

Available in: All Editions

User Permissions Needed

To add existing topics to a record: “Read” on the record AND “Assign Topics”
To add new topics to a record: “Read” on the record AND “Create Topics”

Topics for objects must be enabled before you can add topics to records of that object type.
Note: All topic names are public and appear in search results, but this doesn’t affect the visibility of records that have
topics.

1. On the top of the record detail page under the record name, click Click to add topics. If the record already has topics,
click Topics.

If your administrator enabled feed-based layouts, click Add Topics in the sidebar of the feed view.

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2. In the topic editor, start typing your text. As you type, you can pick a topic from the list of suggestions, or keep typing to
create your own unique topic. To add more than one topic, type a comma after each topic.
Commas ( , ) and closing square brackets ( ] ) automatically end a topic. Other punctuation, symbols, and separators are
supported in topic names.
Records can have up to 100 topics.
3. When you’re done adding topics, click Done or press ENTER.

You can now use topics you added to records to filter your list views. If your administrator enabled Chatter, the topics you
add to records become links to topic detail pages. Topic detail pages don’t display any information about records that have
the topic, but they can provide valuable information, such as people who are knowledgeable about the topic and groups that
are talking about the topic. Chatter posts on a record don’t automatically have a relationship to topics you add to that record,
unless you also add the same topics to posts on that record.

See Also:
Creating Custom List Views
Remove Topics from Records

Remove Topics from Records

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

Available in: All Editions

User Permissions Needed

To remove topics from a record: “Read” on the record AND “Assign Topics”

Removing topics doesn’t delete them. Before you remove a topic from a record, consider whether you or someone else added
it. Someone else may be using topics to track the record.

1. On the top of the record detail page, click Topics.

2. Click next to the topic you want removed from the record.
3. Click Done or press ENTER.

Removing a topic from a record removes the record from any list views using that topic as a filter.

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User Permissions Needed

To edit tags on a record: “Read” on the record
To rename or delete public tags: “Tag Manager”

1. On the top right corner of the record detail page, click Add Tags. If the record already has associated tags, click Edit Tags.
2. In the Personal Tags or Public Tags text boxes, enter comma-separated lists of the tags that you want to associate
with the record. Tags can only contain letters, numbers, spaces, dashes, and underscores, and must contain at least one
letter or number.
As you enter new tags, up to 10 tags that have already been defined are displayed as auto-complete suggestions. As you
type, the list of suggestions changes to show only those tags that match the prefix you have entered. To choose a suggestion,
click it or use your keyboard arrow keys to select it and press the TAB or ENTER key.
3. Click Save.

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Tip: When you create or edit tags, you can press the ENTER key to save your changes or the ESC key to discard
them.

Note: There are limits on the number of personal and public tags you can create and apply to records. For all editions,
if you attempt to tag a record with a new tag that exceeds one or more of these limits, the tag isn't saved. If you reach
a limit, you can go to the Tags page and delete infrequently used tags.

See Also:
Tags Overview
Removing Tags from Records

Removing Tags from Records

Available in: All Editions except Database.com

User Permissions Needed

To edit tags on a record: “Read” on the record

1. On the top right corner of the record detail page, click Edit Tags.
2. Next to the Personal Tags or Public Tags text boxes, click [X] next to the tag that you want to remove.
3. Click Save.

Tip: When you create or edit tags, you can press the ENTER key to save your changes or the ESC key to discard
them.

If the tag that you removed is the last instance of the tag, the tag is deleted from your organization completely. If other records
use the tag, the tag still appears in search results and the Tags page.

Browsing, Searching, and Managing Tags

Available in: All Editions except Database.com

User Permissions Needed

To rename or delete public tags: “Tag Manager”

To access the Tags page, click the name of any tag on a detail page, or if your administrator added tags to the sidebar, click
Tags in the sidebar.
From this page, you can:

• View and browse tags

• Find records with tags
• Search tags

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• Rename and delete tags

• Review personal tag statistics

Viewing and Browsing Tags

Use the Personal Tags and Public Tags checkboxes to limit or expand your view. Because personal tags are private, you
can only see the personal tags that you have defined. You can see all public tags that are defined in your organization.
Click a letter at the top of the tag browsing area to view only tags that begin with that letter or click Next Page or Previous
Page.
By default, tags are listed in alphabetical order. From the Sort picklist, choose By Number of Uses to sort tags by the number
of records that are tagged by them, or choose By Most Recently Used to sort tags by how recently they were added to a record.

Finding Records with Tags

Click a tag to see the list of records organized by object. The number of records associated with the tag is displayed next to
the tag. You can narrow your results further by clicking additional tags. When more than one tag is selected, only records that
match all selected tags are displayed in the list of results. Click [X] next to a tag to deselect it and remove it from the filter.
Click Clear Selected Tag(s) to deselect all tags and start over.
Note:
• The number of records associated with a tag can sometimes be greater than the number of records displayed when
you click that tag in the Tags page. This situation occurs if you tagged a record and then lost permission to view
it because of a change in sharing, or if a record that you don't have access to has one or more public tags.
• Search results and the Tags page don't display custom objects that don't have an associated tab, even if tags are
enabled for the custom object.

You can customize columns and filter the search results. See Search Results.

Searching Tags
Enter terms in the Search Tags text box and click Search. Only tags that meet your search criteria are listed in the tag browsing
area. You can then click any tag to view records associated with that tag.
Search strings must include at least two characters and can include wildcards and operators.
The most recent search result is saved in the tag browsing area next to the alphabet at the top of the page. Click the search
string to return to your results.

Renaming and Deleting Tags

• To rename a tag, hover over the tag and select Rename from the drop-down list that appears around the tag. Enter a new
name for the tag in the text box that appears and click Save.
• To delete a tag, hover over the tag and select Delete from the drop-down list that appears around the tag. The tag is
removed from every record in your organization and is placed in the Recycle Bin.
If you restore a tag from the Recycle Bin, it is automatically reassociated with the records from which it was removed. For
more information, see Using the Recycle Bin on page 119.

You can rename or delete any personal tag, but you must have the “Tag Manager” permission to rename or delete a public
tag.

Reviewing Personal Tag Statistics

Click Personal Tag Usage on the right side. This page displays your current number of unique personal tags and personal tag
applications. You can have a maximum of:

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• 500 unique personal tags

• 5,000 instances of personal tags applied to records
If you are approaching your personal tag limits, consider merging similar tags into a single tag by renaming. For example, if
you have tags for Bicycling, Cycling, and Biking, you can rename Cycling and Biking to Bicycling to reduce your number of
unique personal tags.
To reduce the number of instances of tags applied to records, delete personal tags that you no longer use.

Viewing Recently Used Tags

The Tags link and Recent Tags drop-down list, available in the sidebar, allow you to browse tags and access your most recently
used tags, respectively.

• Click Tags to browse, search, and manage your entire tag collection.
• Select a tag in the Recent Tags drop-down list to view all records that have been marked with that tag. The tags that appear
in this list are those you have most recently used to tag records.

Search FAQ

Why does the same search by different users return different results?
The reason two users may not have the same results for the same search is because each search is configured for the specific
user. For example, if a user has recently viewed a record, that past viewing increases the relevancy of that record and moves it
higher in the list of search results. Records also become more relevant if they are owned by the user performing the search, or
if they are used frequently by other members of the organization.

Collaborate Within Salesforce

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

Your contact information is visible to all users in your Chatter organization. You can change this information at any time by
viewing your profile on the Profile tab or by clicking Your Name > My Profile at the top of any page. Click in the Contact
or About Me sections to edit your contact information.
If your organization has enabled Communities, you can control the visibility of your contact information within communities
on a field-by-field basis. In the global header, click Your Name > Edit Contact Info to edit your contact information and
visibility settings.
You can change the following fields (in alphabetical order):

Field Description
City City portion of user’s address. Up to 40 characters are allowed in this field.
Country Country portion of user’s address. Entry is selected from a picklist of standard values,
or entered as text. Up to 80 characters are allowed if the field is a text field.

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Field Description
Email Email address of user. Must be a valid email address in the form: [email protected].
Up to 80 characters are allowed in this field.
Fax Fax number for user.
First Name First name of user, as displayed on the user edit page. Up to 40 characters are allowed
in this field.
Last Name Last name of user, as displayed on the user edit page. Up to 80 characters are allowed
inthis field.
Manager Indicates the user's manager. This field can only be set by an administrator.
Mobile Phone Cellular or mobile phone number. Up to 40 characters are allowed in this field.
State/Province State or province portion of user’s address. Entry is selected from a picklist of standard
values, or entered as text. Up to 80 characters are allowed if the field is a text field.
Street Address Street address for user. Up to 255 characters are allowed in this field.
Title Job title of user. Up to 80 characters are allowed in this field.
Work Phone The user's work phone number. Up to 80 characters are allowed in this field.
Zip/Postal Code Zip code or postal code portion of user’s address. Up to 20 characters are allowed in this
field.

See Also:
Uploading Chatter Group and Profile Photos

Uploading Chatter Group and Profile Photos

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

Upload a photo to your profile so people can see who you are, or upload a photo for Chatter groups that you own or manage.

1. View your profile or a group:

• View your profile by clicking Your Name > My Profile at the top of any page or by clicking the Profile tab.
• View a group by clicking a group name in a feed, on the Groups tab, or in the Groups list on someone's profile.

2. Hover over the stock photo and click Add Photo, or if you previously added a photo, click Update.
3. Click Browse....
4. Select a file to upload and click Open.

Note: Photos can be .jpg, .gif, or .png format up to 8 MB.

5. Drag the dotted lines in the photo to create a thumbnail image that displays next to your name or the group’s name around
the application.

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6. If the photo is for your profile and you’re a member of any communities, you can select Show in communities with
publicly accessible pages. This makes the photo visible to guest users viewing publicly accessible sites or pages
that don’t require login.
7. Click Save.

To delete a photo, hover over the photo and click Delete, then click OK.

Following People
Follow people to see updates in your Chatter feed, including posts, comments, and likes.

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

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

Click Follow to follow a person wherever you see the person’s name in Chatter, for example on the:

• Person’s profile page

• People list view
• Person’s hover
• Recommendations list
• Followers and Following lists

Once you follow people, you see their posts, comments, and likes in your Chatter feed. You can follow a maximum combined
total of 500 people, topics, and records.
To stop following a person, hover over the person’s name and click next to Following. When you stop following a person,
you don’t see future updates from that person in your Chatter feed.

User Permissions Needed

To view a record: “Read” on the record

The field changes you see in your feed are determined by the fields your administrator configured for feed tracking. Updates
to encrypted custom fields don't display in feeds.
Note: When your administrator turns on Chatter, you automatically follow some users and records in your organization.

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Click Follow on a

• Record detail page, in the record feed above the Followers list
• Salesforce Knowledge article, next to the record
• Person’s Following list, next to the record

When you follow a record, you see updates to the record in your Chatter feed.
To stop following a record, click on the record detail page or on the record’s hover. After you stop following a record, you
don’t see future updates to the record in your Chatter feed.
Consider these tips when following records in Chatter:
• You don’t automatically follow records you create. To automatically follow records you create, from your Chatter settings,
click My Feeds and select Automatically follow records I create. However, you don't auto-follow events, tasks, or
dashboards in Chatter after you create them.
• When you create person accounts, you can only auto-follow the account fields, not the contact fields.
• You can follow a maximum combined total of 500 people, topics, and records.

Joining or Leaving Chatter Groups

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

To join a Chatter group:

• For public groups, click Join on a group detail page, in the Groups list on the Chatter tab, or on a group hover.
• For private groups, click Ask to Join on a group detail page, in the Groups list on the Chatter tab, or on a group hover.
An email is sent to the group’s owner and managers, who can accept or decline your request. Users with the “Modify All
Data” permission can directly join private groups, and therefore see Join for private groups.
You can join up to 100 groups. Archived groups don’t count toward your group membership limit. For example, if you're a
member of 100 groups, of which 10 are archived, you can request to join 10 more groups.
To leave a public or private Chatter group, go to the Groups list on the Chatter tab or a group detail page and click . Clicking
also withdraws a request to join a private group.

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

Watch a Demo: Using Smart Search

To find feeds, people, groups, topics, and files across Chatter:

1. Enter your search terms in the header search box.

2. Click Search.
3. From the search results, click an item to open it or click Edit, if available.

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Click Search Feeds at the top of the page to view Chatter feed search results that include your search terms. Click Records
to return to Chatter people, groups, topics, and files search results.

You can also fine tune your feed searches in the following ways:

•
Search the posts and comments in a specific group, profile, record, or other Chatter feeds by using the feed search ( )
in that context.
• Search for hashtag topics by entering # followed by the topic (such as #SalesReport) in the header search box. Search
results return feed items that contain your search terms. To search for hashtag topics with multiple words, use brackets
after the hashtag and around the words. For example, to find all instances of #Universal Paper, type #[universal
paper] in the search box.
• Search for mentions by entering @ followed by a person’s name (such as @Madison Rigsby) in the header search box.
In the search results, click Search Feeds to see where Madison Rigsby is mentioned in Chatter posts and comments.

Use Salesforce on Mobile Devices

Get Started With Salesforce1

Salesforce1 App Overview

The Salesforce1 app is Salesforce on the go! This enterprise-class mobile app gives you real-time access to the same information
that you see in the office, but organized for getting work done faster when you’re between customer meetings, waiting for a
flight...even when you’re in line for coffee.

Available in: All editions except Database.com

The intuitive interface is optimized for easy navigation and data interaction on a touchscreen, so you can review details, update
data, and create new records with just a few taps. And Salesforce1 includes many of your organization’s Salesforce customizations,
which means your mobile experience is as tailored to your specific business needs as you need it to be.
You can get Salesforce1 in different ways:

• As a downloadable app from the App Store and Google Play™. Users can install it directly on Apple® and Android™ mobile
devices.
• As a mobile browser app that runs in supported mobile browsers on Apple and Android mobile devices. This option doesn’t
require anything to be installed.

Note:
This release of Salesforce1 doesn’t have all of the functionality of the full Salesforce site. To see data or do actions
that aren’t supported in Salesforce1, use the full site instead.

See Also:
Requirements for Using the Salesforce1 App
Data You Can Access in the Salesforce1 App

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Requirements for Using the Salesforce1 App

Available in: All editions except Database.com

Supported Devices
You can run the Salesforce1 downloadable and mobile browser apps on these mobile devices.

• Apple mobile devices with iOS 7 or later:

◊ iPhone® 4 and later models

◊ iPad® 2 and later models (including the iPad mini)

• Android phones with Android 4.2 or later

Supported Browsers
You can run the Salesforce1 mobile browser app in one of these mobile browsers.

• For iOS devices:

◊ The default Apple browser, Safari®

• For Android devices:

◊ Chrome™ for Android devices

◊ The stock Android browser supplied by your manufacturer

For best results, Private Browsing in Safari or Incognito Mode in Chrome should be turned off.
Salesforce Editions and Licenses
These Salesforce editions allow the use of Salesforce1. A special Salesforce1 or mobile license isn’t required.

• Contact Manager Edition

• Developer Edition
• Enterprise Edition
• Group Edition
• Performance Edition
• Personal Edition
• Professional Edition
• Unlimited Edition

Database.com Edition isn’t supported.

These user license types can access Salesforce1.

• Salesforce users
• Salesforce Platform and Force.com users
• Chatter Plus users, Chatter Free users, and Chatter customers
• Customer Community and Partner Community external users
• Portal users who are a member of a Salesforce community

These user license types aren’t supported: portal users (unless a member of a Salesforce community), Database.com users, Sites
and Site.com users, Data.com users, and Work.com users.

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Note: You can access the same data and functionality that’s available to you in the full site, as determined by your
organization’s Salesforce edition, you user license type, and your assigned user profile and permission sets.

Wireless Connection
A Wi-Fi® or cellular network connection is required to communicate with Salesforce. For the best performance, we recommend
using Wi-Fi.
If Chatter is enabled, however, the Salesforce1 downloadable app includes support for viewing Files when a mobile device is
offline.
Locales and Languages
Salesforce1 works with almost all Salesforce-supported locales and the fully-supported and end user languages. (The Salesforce
Help includes a complete list of supported locales and languages.) Languages that are read right to left, including Arabic and
Hebrew, aren’t supported in this release.
Salesforce1 includes multi-currency support, but advanced currency management isn’t available.
Accessibility
Salesforce1 is designed with accessibility in mind and delivers a fully-accessible mobile experience for all individuals, including
users working with screen readers. Unlike the full Salesforce site, Salesforce1 doesn’t require accessibility mode to give users
working with assistive devices a fully accessible experience.
Check your mobile device’s documentation for more information about using a screen reader.

See Also:
Salesforce1 App Overview
Data You Can Access in the Salesforce1 App

Data You Can Access in the Salesforce1 App

Salesforce1 uses your organization’s Salesforce edition, your user license type, and your assigned user profile and permission
sets to determine the data that’s available to you. In most cases, you can see the same objects, record types, fields, and page
layouts that you do when working in the full Salesforce site. Not all Salesforce data is supported in this release, however.

Available in: All editions except Database.com

These objects are accessible from the Salesforce1 navigation menu. Unless noted otherwise, you can view, edit, or create records
for these objects.

• Accounts and Person Accounts

• Campaigns
• Cases
• Contacts
• Contracts
• D&B Company (view only, for Data.com Premium Prospector and Data.com Premium Clean customers)
• Dashboards (view only)
• Leads
• Live Chat Transcripts (view only)
• Opportunities

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• Orders (view or edit only)

• Tasks
• Users
• Custom objects that are included in a Salesforce app

Salesforce events are available from Open Activities and Activity History related lists. And if you’re using the Salesforce1
downloadable app, you can use Today to prepare for meetings, stay in touch with customers, quickly join conference calls, and
generally manage your day.
With some exceptions, all of the standard and custom fields are available on these records. And you can work with many of
the related lists for supported objects.
If Chatter is enabled, you can access feeds, people, and groups. And Salesforce Files is available in the downloadable apps.
When doing a global search in Salesforce1, you can find records for objects you’ve accessed recently in the full Salesforce site,
except tasks and events. And you can see results for Chatter people and groups if your administrator added these items to the
navigation menu. In the downloadable apps, global search also returns results for Salesforce Files.

See Also:
Salesforce1 App Overview
Requirements for Using the Salesforce1 App

Options for Accessing the Salesforce1 App

The way you access Salesforce1 depends on the version that you want to use: one of the downloadable apps or the mobile
browser app. Ask your Salesforce administrator which versions of Salesforce1 are available for your organization.

Available in: All editions except Database.com

Accessing a Downloadable App

Salesforce1 is available for Android phones and iPad and iPhone devices. You can download and install the app from Google
Play or the App Store.
Once the app is installed, launch it from your home screen and log in to your Salesforce account. You may be prompted to
create a security PIN. By default, you’re connected to your production environment.
Note: If you’re not able to log in, ask your administrator if you can get access to the app.

Accessing the Mobile Browser App

The Salesforce1 mobile browser app runs in a mobile browser, and is available on Android phones and iPad and iPhone devices.
The mobile browser app is a great option if your organization prevents installing apps on your corporate-issued device.
If the mobile browser version of Salesforce1 is enabled for your organization, you’re automatically redirected to it when you
log in to Salesforce from one of the supported mobile browsers.
If Salesforce1 doesn’t automatically start for you, make sure you didn’t turn off the redirection to the mobile browser app and
that you’re using a supported browser.

See Also:
Requirements for Using the Salesforce1 App
Turn the Salesforce1 Mobile Browser App Off or On

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Learn About Using the Salesforce1 App

The Salesforce1 app includes a Help link that you can use to learn about using the mobile app.

Available in: All editions except Database.com

The Help link is located in the navigation menu, accessible by tapping the icon. You can also view the Salesforce1 help
from one of these links. Select the link for the mobile experience you’re interested in.

• Salesforce1 mobile browser app on a mobile phone

• Salesforce1 mobile browser app on a tablet
• Salesforce1 for iPhone
• Salesforce1 for iPad
• Salesforce1 for Android phones

Turn the Salesforce1 Mobile Browser App Off or On

When the Salesforce1 mobile browser app is enabled for your organization, you automatically redirect to this experience when
you log in to Salesforce from a supported mobile browser. If you prefer to use the full Salesforce site instead, you can turn off
the mobile browser for yourself—either from your mobile device or from the full site. If you change your mind, you can quickly
re-enable redirection to the mobile browser app anytime from the full site.

Available in: All editions except Database.com

Note: If you disable automatic redirection to the Salesforce1 mobile browser app, you can’t access it from any supported
browser, on any of your mobile devices. For example, if you turn off the mobile browser app from your tablet, you
won’t be able to use the mobile browser app on your mobile phone either.
These steps don’t affect the Salesforce1 downloadable apps, which always display the Salesforce1 interface.

To turn off the mobile browser app from within the app:

1. Tap .
2. Tap Full Site.

You switch immediately to the full site. The full Salesforce site is now your default environment whenever you log in from a
mobile browser. You can switch back to the Salesforce1 app using the Go to Salesforce1 link in the full site footer, after
which the mobile browser app becomes your new default environment.
To turn off the mobile browser app from the full site:
1. At the top of any Salesforce page, click the down arrow next to your name. From the menu under your name, select My
Settings or Setup—whichever one appears.
2. From the left pane, select one of the following:
• If you clicked My Settings, select Personal > Advanced User Details.
• If you clicked Setup, select My Personal Information > Personal Information.

3. Deselect Salesforce1 User.

4. Click Save.

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If you change your mind later, you can turn the Salesforce1 mobile browser app back on. From the full site, repeat the previous
steps and select the Salesforce1 User checkbox.

See Also:
Requirements for Using the Salesforce1 App

Get Started With Chatter Mobile for BlackBerry

Chatter Mobile for BlackBerry Overview

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

The Chatter Mobile for BlackBerry app lets you collaborate in Chatter from your mobile device as follows:

• Receive updates about the people and records you follow and your groups.
• View and create posts and comments.
• Post photos from your device.
• Find and follow people in your organization.
• Find and join groups in your organization.
• View your coworkers' profiles to see their contact information, bio, who they're following, and who's following them.
• Email, call, or text people directly from their Chatter profiles.

Chatter Mobile for BlackBerry is free and available for BlackBerry devices with OS 5 or later. Download the app from
BlackBerry World. Customers that manage BlackBerry devices with a BlackBerry Enterprise Server can use Application Push
to remotely deliver the Chatter Mobile for BlackBerry app to users. Navigate to downloads.salesforce.com and click
BESpush under Chatter Files and Tools to download the Application Push package.
Chatter Mobile for BlackBerry is enabled for use in most organizations by default. If it is not enabled in your organization or
you want to change the default settings, contact your administrator.

What are push notifications? How do I enable or disable them for Chatter
Mobile for BlackBerry?
Push notifications are alerts that apps send to your mobile device's home screen when you're not using the app. These alerts
can consist of text, icons, and sounds, depending on your device type. The Chatter Mobile for BlackBerry mobile app uses
push notifications to keep you aware of important Chatter activity without requiring you to return to the app. A setting controls
whether or not you receive Chatter push notifications; however, you can't enable push notifications if they were disabled by
your administrator.
To learn about enabling or disabling push notifications, visit the Chatter mobile app help site from your device.

Can Chatter customers from Customer Groups use Chatter Mobile for
BlackBerry?
Chatter customers can download the Chatter Mobile for BlackBerry mobile app to use Chatter from their BlackBerry device.
Chatter Mobile for BlackBerry applies the same restrictions to customer users as Chatter on the Web.

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Chatter Customers are users outside of your company’s email domains, who have access to private groups with customers. In
Chatter Mobile for BlackBerry, the names and profiles of customer users can be viewed by people inside your company's
domain.

Get Started With Salesforce Touch

Salesforce Touch Overview

In the Spring ’14 release, Salesforce Touch has been upgraded to the Salesforce1 app. As a result, the Salesforce Touch mobile
browser app and downloadable app are no longer available.

Requirements for Using Salesforce Touch

In the Spring ’14 release, Salesforce Touch has been upgraded to the Salesforce1 app. As a result, the Salesforce Touch mobile
browser app and downloadable app are no longer available.

See Also:
Salesforce Mobile Products Overview
Salesforce Touch Overview

Available Data in Salesforce Touch

In the Spring ’14 release, Salesforce Touch has been upgraded to the Salesforce1 app. As a result, the Salesforce Touch mobile
browser app and downloadable app are no longer available.

Accessing Salesforce Touch

In the Spring ’14 release, Salesforce Touch has been upgraded to the Salesforce1 app. As a result, the Salesforce Touch mobile
browser app and downloadable app are no longer available.

See Also:
Salesforce Mobile Products Overview
Salesforce Touch Overview

Using Salesforce Touch

In the Spring ’14 release, Salesforce Touch has been upgraded to the Salesforce1 app. As a result, the Salesforce Touch mobile
browser app and downloadable app are no longer available.

See Also:
Salesforce Mobile Products Overview
Salesforce Touch Overview

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Get Started With Salesforce Classic

Salesforce Classic Overview

Free version available in: All editions except Database.com
Full version available in: Performance, Unlimited, and Developer Editions, and for an additional cost in: Professional and
Enterprise Editions

The Salesforce Classic app provides mobile access to your Salesforce data from Android™, BlackBerry® and iPhone® devices.
If you have a license to use the full version of Salesforce Classic, you can view, create, edit, and delete records, keep track of
your activities, view your dashboards, run simple reports, and log calls and emails. Any Salesforce user who doesn't have a
mobile license can download a free, restricted version of Salesforce Classic. With the free version, you can view, create, edit,
and delete only accounts, assets, contacts, leads, opportunities, events, tasks, cases, and solutions. You can also access your
dashboards.

Note: Supported features may vary depending on your mobile operating system and device model.

Salesforce Classic stores your Salesforce records in a local database on your mobile device, which means you can use the
Salesforce Classic app even when a data connection is unavailable. Salesforce Classic periodically polls Salesforce for new and
updated records, saving you from the hassle of manually synchronizing your data.
In the free version of Salesforce Classic, only records you recently accessed in Salesforce automatically synchronize to your
device. However, you can search for and download records that are not automatically delivered to your device. Items you
download from Salesforce become a permanent part of your mobile data set. In addition to recently accessed records, the
default configuration synchronizes activities closed in the past five days and open activities due in the next 30 days.
Check the list of supported mobile devices to see if you can use the Salesforce Classic app on your smartphone.

See Also:
Salesforce Classic Implementation Guide
Salesforce Classic User Guide for BlackBerry
Salesforce Classic User Guide for iPhone

Requirements for Using Salesforce Classic

The Salesforce Classic app can run on Android, BlackBerry, and iOS operating systems, and it's supported by virtually all
wireless carriers—if the device can establish a data connection to the Internet, it can typically run the mobile app. Verify that
your device is supported before installing the mobile app. Recently-released mobile devices may not be immediately supported
because every device goes through the official certification and quality assurance process.

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Notes About BlackBerry Smartphones

• Even if your device meets the minimum operating system requirement, you can improve its performance by upgrading to
the latest supported version of the operating system offered by your mobile carrier.
• Mobile users running versions 4.0 - 4.3 of the BlackBerry operating system can still download and install the Salesforce
Classic app; however, the mobile server will detect the older operating system and send version 11.6 of Salesforce Classic,
which was the last release that supported BlackBerry operating system versions 4.0 - 4.3. Users on version 11.6 of Salesforce
Classic can't use any of the new features included in the current release or future releases.
• Starting in Winter '09, Salesforce Classic no longer officially supports the BlackBerry 8700 series, although the mobile
app may continue to run on those device models.
• BlackBerry touchscreen devices use the same Salesforce Classic app as other BlackBerry devices, so some aspects of Salesforce
Classic aren’t optimized for the touchscreen interface.

Notes About iOS Devices

Use of the Salesforce Classic app for Apple products is subject to certain limitations:

• Third parties (including, but not limited to, Apple Inc. and your network connectivity provider) may at any time restrict,
interrupt or prevent use of Salesforce Classic for the iPhone and iPod touch devices, or delete the Salesforce Classic app
from iPhone or iPod touch devices, or require salesforce.com to do any of the foregoing, without entitling the customer
to any refund, credit or other compensation from such third party or salesforce.com.
• Service level agreements don’t apply to the Salesforce Classic for iPhone product. Additional limitations are described in
the Order Form Supplement for Salesforce Classic for iPhone, which users are required to accept upon download or
installation of the Salesforce Classic for iPhone product.

See Also:
Salesforce Mobile Products Overview
Salesforce Classic Overview

Installing the Salesforce Classic App

You can install the Salesforce Classic app on any supported Android, BlackBerry, or iPhone device.
The easiest way to install Salesforce Classic is to visit http://mobile.salesforce.com from your mobile device and
follow the on-screen instructions.
Or, you can use the installation steps for your type of device:

Android Installation
Salesforce Classic is available for download from Google Play. To access Google Play, your Android device must be connected
to the network. You also need a Google account to download applications. If you don't already have a Google account, go to
https://accounts.google.com and select Sign up to set one up.
To install Salesforce Classic from Google Play:
1. From the Apps screen of your Android device, select the Google Play Store.
2. Select the Search field, and type salesforce.

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3. Select Salesforce Classic from the search results.

4. Select Download.
5. Tap Accept and Download if you agree to the terms.
6. Select Open to launch the application.
7. The first time you launch the Salesforce Classic app on your device, you must activate the app for your device by logging
in and downloading data. Verify that your phone is connected to a network.
a. Select I Accept.
b. On the activation screen, enter your Salesforce username and password.
c. Select Activate.

Depending on your organization's setup, you might need to set up a passcode before accessing the app.

BlackBerry Installation
Salesforce Classic is available for download from BlackBerry World. You need a BlackBerry World account to download apps
on your BlackBerry, but you can create an account from your device if you don't already have one. To install Salesforce Classic
from BlackBerry World:
1. Select the BlackBerry World icon.
If you can’t find the icon on your device, you might need to download BlackBerry World. BlackBerry World can't run on
all BlackBerry smartphones, so be sure to review Research in Motion's system requirements before trying to install BlackBerry
World on your device.
2. Select the Search icon.
3. Enter salesforce in the Search field.
4. In the search results, select Salesforce Classic.
5. Click Download.
6. After the installation completes, select OK.
7. When prompted whether to permit the app to access the phone, select Allow.
8. When prompted whether to permit the app to access tp.mobile.salesforce.com, select Yes.
9. Close BlackBerry World.
10. Select the app icon, which resides on the home page of your device or in the Applications folder. On newer phones, the
icon may be in the Downloads folder.
11. The first time you launch the Salesforce Classic app on your device, you must activate the app for your device by logging
in and downloading data. Verify that your device is connected to a network.
a. Read the license agreement and select I Accept.
b. Enter your Salesforce username and password.
Because many passwords contain special characters that are difficult to enter on the device, the Show Password
checkbox is selected by default. To protect your password, you can deselect the option.
c. Select Activate.
After your username and password are confirmed by Salesforce, the data downloads. The initial data download may
last a few minutes. Future updates to the data occur automatically.

Depending on your organization's setup, you might need to set up a passcode before accessing the app.
Note:
If you’re unable to download the Salesforce Classic app from BlackBerry World, you can install the app over-the-air
directly from salesforce.com instead.

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iPhone Installation
Salesforce Classic is available for download from Apple's App Store. To use the App Store, your iPhone or iPod touch must
be connected to the network. You also need an iTunes™ Store account to download applications. If you don't already have an
iTunes Store account, open iTunes on your computer and select Store > Account to set one up.
To install Salesforce Classic from the App Store:
1. From the Home screen of your iPhone or iPod touch, select the App Store icon.
2. Tap Search.
3. Tap within the Search field to open the keyboard. Type salesforce.
4. Select Salesforce Classic in the list of search results to view information about the application.
5. Tap Free, and then tap Install.
Note: There’s no charge to download the app from the App Store. Enterprise, Professional, Unlimited,
Performance, and Developer Edition users with mobile licenses run the full version of Salesforce Classic. Any
Salesforce user who doesn't have a mobile license can download a free, restricted version of Salesforce Classic.

6. Enter your iTunes Store account and password and tap OK.
7. The first time you launch Salesforce Classic, you must activate the app for your device by logging in and downloading data.
Verify that your device is connected to a network.
a. Tap the Salesforce icon on the Home screen.
b. Tap I Accept.
c. On the activation screen, enter your Salesforce username and password.
d. Tap Activate.
Warning: If the application closes or the device locks during the activation process, the iPhone operating
system pauses the download process but it will resume the next time you open the app.

Depending on your organization's setup, you might need to set up a passcode before accessing the app.

See Also:
Salesforce Classic Implementation Guide
Salesforce Classic User Guide for BlackBerry
Salesforce Classic User Guide for iPhone
Salesforce Mobile Products Overview
Salesforce Classic Overview

Downloading Salesforce Classic Over-the-Air from Salesforce.com

The BlackBerry World is the preferred place for downloading the Salesforce Classic app because users are automatically notified
as upgrades become available. However, some BlackBerry administrators restrict users from downloading and using the
BlackBerry World on their devices. BlackBerry users can install Salesforce Classic over-the-air directly from Salesforce.com
if they are unable to access BlackBerry World.

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To download Salesforce Classic over-the-air:

1. Point your mobile browser to mobile.salesforce.com/bb.

2. Highlight the Download the application link and select Get Link from the menu.
3. Select Download. If prompted to replace an older version of the client application, select Yes.

Note: The minimum BlackBerry operating system requirement for the mobile application is 4.3. If you're running
versions 4.0–4.3 of the operating system, you can still download and install the mobile application; however, the
mobile server will detect the older operating system and send version 11.6 of the mobile application, which was
the last release that supported operating system versions 4.0–4.3. You can't use any of the new features included
in the current release or future releases until you upgrade to the most recent BlackBerry operating system for your
phone.

4. Select Reboot to restart your device.

5. When prompted to allow an HTTP connection, select the tp.mobile.salesforce.com checkbox. Scroll down and
select Allow this connection.
6. Select the Salesforce Classic icon, which resides on the home page of your device or in the Applications folder. On newer
phones, the icon may be in the Downloads folder.
7. Read the license agreement and select I Accept.
8. Enter your Salesforce username and password.
Because many passwords contain special characters that are difficult to enter on the device, the Show Password checkbox
is selected by default. To protect your password, you can deselect the option.
9. Select Activate.
After your username and password are confirmed by Salesforce, the data downloads. The initial data download may last
a few minutes. Future updates to the data automatically occur behind the scenes.

See Also:
Salesforce Mobile Products Overview
Salesforce Classic Overview

Mobile FAQ
Using Salesforce Classic FAQ
• Do I need a license to use Salesforce Classic?
• Is my phone compatible with the Salesforce Classic app?
• What Salesforce data is stored on my device when I use the Salesforce Classic app?
• How do I use the Salesforce Classic app to access records that aren't on my mobile device?
• How frequently does the Salesforce Classic app update my data?
• Can I see records in the Salesforce Classic app that I can’t access in Salesforce?
• When I receive a call on my mobile device, will the Salesforce Classic app open the associated contact record?

Do I need a license to use Salesforce Classic?

You need a mobile license to use the full version of Salesforce Classic. Any Salesforce user who doesn't have a mobile license
can download a free, restricted version of Salesforce Classic.

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With the free version, you can view, create, edit, and delete only accounts, assets, contacts, leads, opportunities, events, tasks,
cases, and solutions. You can also access your dashboards.The free version synchronizes records you recently accessed on the
Salesforce website, and you can search for records that were not automatically downloaded to your device. Starting with
Summer ‘13, the free version of Salesforce Classic is disabled by default in all new organizations. You can enable it to give
users access to Salesforce on their mobile devices.
If you’ve been assigned a mobile license but your administrator hasn’t set up your mobile configuration yet, you can activate
Salesforce Classic with the default mobile configuration. The default configuration automatically synchronizes the records
you most recently accessed in Salesforce to your mobile device. You can also search for and download any records from Salesforce
that aren’t available locally on your device.
To find out if your user account has been assigned a mobile license to access the full version of Salesforce Classic, review your
personal setup.
• If the Mobile User checkbox is selected, you can install and run Salesforce Classic. If the Mobile User checkbox is selected
but the Mobile Configuration field is blank, you can activate Salesforce Classic using the default mobile configuration.
• If the Mobile User checkbox isn’t selected and you’re an Enterprise, Professional, Unlimited, Performance, or Developer
Edition customer, you may have access to the free version of Salesforce Classic. Ask your administrator whether you have
access to the free version of Salesforce Classic.

Note: The Mobile User checkbox is disabled by default for new Unlimited and Performance Edition users.

Is my phone compatible with the Salesforce Classic app?

The Salesforce Classic app can run on iPhones, iPod touch devices, and most BlackBerry and Android devices. To find out
if your phone can run the app, see the list of supported mobile devices.
Note: Supported features may vary depending on your mobile operating system and device model.

What Salesforce data is stored on my device when I use the Salesforce Classic app?
Using the Salesforce Classic app to access Salesforce on a mobile device is much different from using the full Salesforce
application on your computer. Mobile devices have a minimal amount of memory and a small screen, and don’t always maintain
a constant network connection. To work with these limitations, a subset of your Salesforce data is stored in a local database
on your phone.
The following types of tabs are available in the Salesforce Classic app:
• All custom object tabs and these standard object tabs:
◊ Accounts
◊ Assets
◊ Attachments
◊ Cases
◊ Contacts
◊ Content
◊ Events
◊ Groups
◊ Group Members
◊ Leads
◊ Notes
◊ Opportunities

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◊ Price Books
◊ Products
◊ Solutions
◊ Tasks
◊ Users
◊ Dashboards
◊ Reports

• Web and Visualforce tabs

Note: The tabs and objects that you see in the app are determined by your mobile configuration and might not
include all the tabs and objects listed here.
Additionally, the iPhone and Android apps don’t support reports.

When you open the tab for an object, you probably won't see all of your Salesforce records. For each mobilized object, your
administrator can create filter criteria to limit the number of records on your device. For example, in a large organization,
sending all open and closed opportunities to your mobile device could consume too much memory or potentially crash it.
Instead of sending all opportunities, your administrator might send a subset of them, such as open opportunities that you own
that are scheduled to close this month.

Can I see records in the Salesforce Classic app that I can’t access in Salesforce?
No. User permissions, sharing rules, and field-level security are inherited from Salesforce—the mobile application enforces
all the restrictions set up in Salesforce.

How frequently does the Salesforce Classic app update my data?

The Salesforce Classic app checks for data changes every 20 minutes. During this incremental update, the server retrieves any
newly created Salesforce records that you own, and then sends that data to your device. It also sends modifications to any
records already stored on the device.
Note: Note the following about data synchronization:
• The Android and BlackBerry client apps adjust their data polling time based on app usage. If the app isn’t in use,
the polling time interval increases in an exponential fashion, until it reaches eight hours. From that point forward,
the device polls for data every eight hours. This prevents the Salesforce Classic app from draining the device
battery when the app is rarely used.
• Because only one app can run on the iPhone at a time, the Salesforce Classic app can’t request a data update unless
the app is open. When you launch the app on the iPhone, it performs an incremental update unless a data
synchronization has occurred in the past 20 minutes.

How do I use the Salesforce Classic app to access records that aren't on my mobile
device?
The Salesforce data available on your device is defined by your mobile configuration. You can easily search for records that
aren't automatically downloaded to your device. A search box is available on each object tab in the Salesforce Classic app, as
well as on the app's home page.

When I receive a call on my mobile device, will the Salesforce Classic app open the
associated contact record?
The Salesforce Classic app can’t open a Salesforce contact when you receive incoming calls. However, if you place a call from
Salesforce Classic, you’re automatically prompted to log the call.

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Get Additional Help

Tip Sheets and Implementation Guides
In addition to online help, salesforce.com publishes additional material to help you be successful with Salesforce. These
documents include tip sheets, implementation guides, and other resources that describe the features and capabilities of Salesforce.

Note: Adobe Reader® is required to open Adobe® PDF files. To download the latest version of Reader, go to
www.adobe.com/products/acrobat/readstep2.html.

• For All Users

• For Sales Professionals
• For Support Professionals
• For Marketing Professionals
• For Administrators

For All Users

These documents are for all Salesforce users.

• How to be Successful with Salesforce

• Find the Information You Need
• Tips & Hints for Custom Views
• Browser Support and Configuration
• Salesforce System Requirements
• Using Ideas
• Tips for Using Content Deliveries
• Using Salesforce Group Edition
• Chatter Plus Frequently Asked Questions

Reports and Dashboards

• Getting Started with Analytics
• Analytics Workbook
• Using the Reports Tab
• Using the Drag-and-Drop Report Builder
• Maximizing Report Performance
• Report Formula Summary Functions
• FAQ: Scheduling Reports
• Tips for Creating Dashboards
• One Dashboard For Many Viewers
• Taking Advantage of Dynamic Dashboards

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Learn Salesforce Basics Tip Sheets and Implementation Guides

• Sample CRM Dashboards

• Embed Analytics
• What are Joined Reports?
• Using Cross Filters in Reports
• Using Bucket Fields

For Sales Professionals

The following documents apply to sales professionals:

Account Management
• Getting Microsoft® Outlook® and Salesforce in Sync
• Tips & Hints for Sales Reps
• Importing Your Personal Accounts and Contacts
• Implementing Data.com Clean
• Tips for Using Content Deliveries
• Tips for Using HTML Email Templates
• Working with Connect for Outlook
• Working with Connect for Lotus Notes
• Using Force.com Connect for Office
• Salesforce Bulk Mail Merge Process
• Guidelines for Uploading Mail Merge Templates
• Sample Mail Merge Templates (Zip file)
• Getting Started with Force.com Connect Offline
• Tips & Hints for Working with Territories
• Tips & Hints for Person Accounts

Pipeline Management
• Forecasts Administrator’s Workbook—For administrators of Collaborative Forecasts.
• Using Customizable Forecasts—For users of Customizable Forecasting. For more information, search for “Customizable
Forecasting Overview” in the Salesforce online help.
• Forecasts: Assessing Your Position—For users of Forecasts (Classic). For more information, search for “Do I have Customizable
Forecasting?” in the Salesforce online help.
• Tips & Hints for Products & Schedules

Mobile
• Getting Started with Chatter Mobile
• Salesforce Classic Implementation Guide
• Salesforce Classic for BlackBerry
• Salesforce Classic User Guide for BlackBerry
• Salesforce Classic User Guide for iPhone

For Support Professionals

These documents are for support professionals.

• Tips & Hints for Support Reps

158
Learn Salesforce Basics Tip Sheets and Implementation Guides

• Getting Started with your SoftPhone

• Using the Console Tab
• Tips & Hints for Solutions
• Getting to Know Case Feed
• Getting to Know Live Agent

For Marketing Professionals

The following documents apply to marketing professionals:

• Getting the Most from Your Leads

• Five Steps for Managing Campaigns
• Tips for Using Content Deliveries
• Using Data.com Clean in Salesforce

For Administrators
The following documents apply to administrators:

Mobile Administration
• Salesforce1 App Admin Guide

Sales Administration
• Setting Up Shared Calendaring
• Deploying Territory Management
• Implementing Person Accounts
• Forecasts Administrator’s Workbook—For Collaborative Forecasts
• Setting Up Customizable Forecasting
• Customizable Forecasting FAQ
• Salesforce Classic Implementation Guide
• Salesforce CRM Content Implementation Guide
• Administering Salesforce Desktop Clients
• Administering Connect for Outlook
• Administering Connect for Lotus Notes
• Accessing SharePoint Data with Sunlight Search — Beta
• Getting Started with Relationship Groups
• Getting Started with Assets
• Getting Started with Contracts

Support Administration
• Service Communities Guide
• Setting Up Customer Support
• Case Management Implementation Guide
• Solutions Implementation Guide
• Getting Started with Setting Up Call Centers
• Getting the Most from Your Self-Service and Customer Portals

159
Learn Salesforce Basics Tip Sheets and Implementation Guides

• Salesforce Customer Portal Implementation Guide

• Chatter Answers Implementation Guide
• Salesforce Console Implementation Guide
• Self-Service Portal Implementation Guide
• Salesforce CRM Content Implementation Guide
• Salesforce Knowledge Implementation Guide
• Setting up Salesforce Knowledge
• Importing Articles intoSalesforce Knowledge
• Answers Implementation Guide
• Entitlement Management Implementation Guide
• Live Agent Implementation Guide
• Setting Up Case Feed
• Getting Started with the Ideas Base Theme

Marketing Administration
• Tips for Lead Administrators
• Salesforce Lead Management Implementation Guide
• Campaign Management Implementation Guide
• Salesforce Ideas Implementation Guide

Collaboration Administration
• Getting Started With Salesforce Communities
• Migrating From Portals to Communities
• Publisher Actions Implementation Guide
• Customizing Chatter Profile Pages
• Salesforce Files Sync Implementation Guide

Salesforce Implementations
• Salesforce Enterprise Edition Upgrade Guide
• Setting Up SalesforceGroup Edition
• Salesforce Limits Quick Reference Guide

Customization
• Tips & Hints for Record Types
• Building Salesforce Custom Links
• Tips & Hints for Page Layouts and Field-Level Security
• Building Custom Objects, Tabs, and Related Lists
• Implementing State and Country Picklists (Beta)
• Formulas Quick Reference Guide
• Useful Formula Fields
• Tips for Reducing Formula Size
• Using Date and Date/Time in Formulas
• Useful Validation Rules
• Using Multiple Business Processes
• Workflow: Automating The Process
• Useful Workflow Rules
• Getting Started with Approval Processes

160
Learn Salesforce Basics Video Demos

• Useful Approval Processes

• Email Approval Response
• Visual Workflow Implementation Guide
• Creating Lookup Filters on Relationship Fields (Beta)

Security and Data Management

• Security Implementation Guide
• Single Sign-On Implementation Guide
• Tips & Hints for Sharing Data
• Understanding User Sharing
• Understanding Defer Sharing Calculations
• Managing Data Quality
• Implementing Data.com Clean for Accounts, Contacts, and Leads
• Importing Your Organization’s Accounts and Contacts
• Using Mass Delete to Undo Imports
• Getting Started with Divisions
• Data Loader Guide
• Salesforce Field Reference Guide
• Resolving Data Conflicts and Errors in Force.com Flex Apps
• Salesforce Identity Implementation Guide
• Identity Connect Implementation Guide

Extending Salesforce
• Developing Packages for Distribution
• AppExchange Publishing Guide
• Application Installation Guide
• Force.com Sites Implementation Guide
• OEM User License Comparison

Globalization
• Setting Up the Translation Workbench
• International Organizations: Using Multiple Currencies

Video Demos
Salesforce.com creates video demos to help you be successful with Salesforce.

• Chatter
• Sales
• Service
• Analytics
• Data.com
• Force.com
• Site.com
• Security
• Data Import

161
Learn Salesforce Basics Video Demos

Chatter

Video Title For End Users For

Administrators

Setting Up Your Salesforce Community

Learn about basic setup of Salesforce Communities, including creating a community,
adding members and tabs, customizing the interface and emails, and previewing
and publishing.

Discover and Organize with Chatter Topics

Use Chatter topics to see what people are talking about, organize the conversations
you want to be a part of, and discover people and groups that are interested and
knowledgeable in the same areas.

Using Smart Search

Watch this short video to see how you can find what you need quickly and easily,
in Salesforce Chatter, using smart search.

Getting the Most Out of Chatter Feeds

Use Salesforce Chatter to create posts, polls, and bookmarks to collaborate effectively
with your coworkers in Chatter. You learn how to post to your followers or a group,
bookmark a post so you can find it later, and how to create a poll on the fly so you
can gather results fast!

Using Chatter in Apex to Display Two Chatter Feeds in a Visualforce Page

Learn how easy it is to use Chatter in Apex to get Chatter feeds for your Salesforce
Communities and display them side by side in Salesforce. Use the Developer
Console to create an Apex custom controller, a Visualforce custom component,
and a Visualforce page.

Sales

Video Title For End Users For

Administrators

Take Your Tasks from Desktop to Mobile

Keep on top of your tasks with the Salesforce1 app for phones and tablets.

Accounts and Contacts on the Go

Combine desktop and mobile data with the Salesforce1 app for phones and tablets.

Splitting Credit across Your Sales Team

162
Learn Salesforce Basics Video Demos

Video Title For End Users For

Administrators
Learn how to add revenue and overlay splits to opportunities.

Change Sets Overview

Use change sets to easily move configuration settings from one organization to
another.

Connecting Social Networks to Accounts, Contacts, and Leads

Gain insights to your current and prospective customers by adding social data to
your Salesforce accounts, contacts, and leads.

Creating a Criteria-Based Sharing Rule

Learn how to create a sharing rule based on a field value in a record.

Editing Role-Based Category Group Visibility

Allows certain roles to view information, such as questions in an answers community
or articles in a knowledge base, according to specific data categories.

Forecast Accurately With Collaborative Forecasts

See how to maneuver around Collaborative Forecasts so that you can reach your
sales goals.

How to Manage Leads and Opportunities

Learn how Salesforce can help you track your leads and opportunities through the
sales funnel, and automatically incorporates updates into management forecasts.

Importing Accounts Using the Data Loader Command Line Interface

Learn how to use the Data Loader CLI to import data into Salesforce.

Requesting a Meeting Using Cloud Scheduler

Learn how to use Cloud Scheduler to request and schedule meetings with your
customers and coworkers.

Sending Mass Email

This demo shows you how to leverage the mass email tool in Salesforce, so you can
quickly contact your customers and keep track of these emails within the Salesforce
app.

Setting Up Data Categories

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Learn Salesforce Basics Video Demos

Video Title For End Users For

Administrators
Data categories let you classify your data based on your business needs.

Using Quote Templates (1:42 minutes)

Quote templates let you design, preview, and activate templates for the quote PDFs
you send to your customers.

Entitlements Management Setup

Learn how to set up the Entitlement Management feature. Entitlement
Management helps your support reps determine which customers are eligible for
certain kinds of support. This video covers Entitlement Management Milestones,
Entitlement Processes, Entitlements, and Service Contracts.

How to Merge Contacts in Salesforce

Learn how you can merge duplicate contact records in Salesforce.

Salesforce for Outlook Videos

Getting Ready to Integrate Microsoft® Outlook® and Salesforce

If you want to sync contacts, events, and tasks between Microsoft® Outlook® and
Salesforce, as well as add emails and events to Salesforce records, you’ll use
Salesforce for Outlook. Learn how to download and install it.

Learning about Sync Directions

Learn how to view your sync direction settings in Salesforce for Outlook, and find
out whether you have permissions to change them.

Using Salesforce for Outlook

Learn how to easily sync contacts, events, and tasks with Salesforce and add emails
to related Salesforce records.

Using the Salesforce Side Panel to Work with Records in Microsoft® Outlook®
Learn how you can work with Salesforce records directly in Outlook. In addition,
learn about adding Outlook emails and events to the Salesforce records of your
choice.

Service

Video Title For End Users For

Administrators

Encourage Collaboration with Idea Themes

164
Learn Salesforce Basics Video Demos

Video Title For End Users For

Administrators
Idea Themes lets you invite community members to post ideas about specific topics
so that members can solve problems or propose innovations for your company.

Introducing the Salesforce Console

The Salesforce console uses tabs to help you find and update records quickly.

Salesforce Console
How to set up a Service Cloud console for support agents.

Supporting Multiple Languages with Salesforce Knowledge

Learn how to translate knowledge base articles with Salesforce Knowledge.

Updating Entitlement Processes with Entitlement Versioning

Learn how to create a new version of an entitlement process, change the milestone
in the new version of the entitlement process, and apply the new version of the
entitlement process to an entitlement and its associated cases.

Analytics

Video Title For End Users For

Administrators

Building Matrix Reports

This video shows you how easy it is to create matrix reports using report builder.

Using Cross Filters in Reports

Use a cross filter to find just the records you need in a report. Cross filters let you
fine-tune your results by including or excluding records from related objects, without
having to write formulas or code.

Getting Started with Buckets

Learn how to group your data without having to create custom fields! Buckets help
you sort, organize, and understand large amounts of data in Salesforce quickly and
easily. Create your own categories on the fly, without formulas or custom fields.

Getting Started with Report Builder

This video introduces you to the report builder, a powerful drag-and-drop interface
for building reports.

165
Learn Salesforce Basics Video Demos

Video Title For End Users For

Administrators

Introducing Joined Reports in Salesforce

With joined reports, you create different types of information in a single report.
Our example creates open and closed opportunities and active support cases.

An Overview of Dashboards
This demo covers some key dashboard features, such as changing the visual display,
changing drill down options, and creating dynamic dashboards, so sales managers
and team members can use one dashboard to track their team's or individual
performance.

Tips for Scheduling Reports

Learn how to schedule reports with an active running user, send them during
off-peak hours without impacting performance, and email them to the right users.

Making Your Reports Run Faster

Get tips to make your reports run faster. Learn how to remove unnecessary columns,
set the scope for relevant data, and use efficient filters with operators.

Data.com

Video Title For End Users For

Administrators

Finding Data.com Accounts and Contacts and Adding Them to Salesforce

Learn how to find Data.com accounts and contacts and add them to Salesforce.
Check out the Account Card.

How Do I Set Up Data.com Clean?

This video shows Salesforce administrators how to set up and maintain Data.com
Clean. It covers the clean features available with the Data.com Corporate and
Premium products, plus the additional features available with the Data.com Clean
product.

Select a Data.com Match for your Salesforce Account Record

Using the Data.com Industry Selector

Learn how to use the Data.com Industry Selector to navigate easily through
extensive industry lists and add industry criteria to your search for accounts or
contacts.

166
Learn Salesforce Basics Video Demos

Force.com

Video Title For End Users For

Administrators

How to Change the Look and Feel of Salesforce for Your Company
Quick demo of how to customize the way Salesforce looks for your organization.

Creating a Workflow Rule

Quick demo of how to create a workflow rule in Salesforce.

Visual Workflow Cloud Flow Designer Overview

This demo gives you an overview of Visual Workflow's Cloud Flow Designer, the
tool for creating flows. With the Salesforce Cloud Flow Designer, you can configure
screens and define branching logic for your flows, completely within Salesforce,
without writing any code.

Building a Simple Flow

Follow along as we create a simple two-screen pledge flow using user input fields
and choices. We'll collect users' information, ask them to choose a pledge level,
then thank them for their donation.

Importing Accounts Using the Data Loader Command Line Interface

Learn how to use the Data Loader CLI to import data into Salesforce.

How to Create a Custom Field in Salesforce

Want to customize Salesforce so it captures all your business data? This short video
walks you through how to create a custom picklist field, from choosing the correct
field type to applying field level security.

Getting Started With Formulas

This video gives a brief introduction to Salesforce formulas, accessing the formulas
editor in the app, and how to use the editor tools to create formulas.

Site.com

Video Title For End Users For

Administrators

Building a Website with Site.com

Learn how to import assets to use in your site, create page templates, apply CSS
styles, and add and duplicate site pages in Site.com Studio.

167
Learn Salesforce Basics Video Demos

Security

Video Title For End Users For

Administrators

Who Sees What: Overview

Learn how you can control who sees what data in your organization.

Who Sees What: Organization Access

Learn how to restrict login through IP ranges and login hours.

Who Sees What: Object Access

Learn how you can grant users access to objects by using profiles.

Who Sees What: Organization-Wide Defaults

Learn how you can restrict access to records owned by other users.

Who Sees What: Record Access via the Role Hierarchy

Learn how you can open up access to records using the role hierarchy.

Who Sees What: Record Access via Sharing Rules

Learn how you can grant access to records using sharing rules.

Who Sees What: Field-level Security

Learn how you can restrict access to specific fields on a profile by profile basis.

Who Sees Whom: User Sharing

Learn how you can control visibility among users in your organization.

Who Sees What: Permission Sets

Learn how to give users additional permissions and access settings without changing
profiles.

Letting Your Salesforce Administrator Access Your Account

Learn how you can grant your administrator access to your Salesforce account
without distributing your password.

Removing Users’ Access to Salesforce

Deactivating users in Salesforce removes access to their account data while preserving
their historical activity and records. Once you understand why you deactivate users

168
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Video Title For End Users For

Administrators
rather than deleting them, learn how to deactivate someone and see what happens
to their data.

Activating Your Computer

Learn how to activate your computer so you can log in to Salesforce outside the
office.

Enhancing Security with Two-Factor Authentication (6:56 minutes)

See a demonstration of Two-Factor Authentication for Salesforce, and when to
use it.

Data Import

Video Title For End Users For

Administrators

Data Import Overview

If you’re importing data into Salesforce, the Data Import video series is a must-see.
This overview video gives a quick glimpse of what each video covers, and lets you
use the clickable list of titles to access the videos you’re interested in.

Preparing Your Data for Import

Learn how to clean up your import files and get Salesforce ready, as well as best
practices for keeping data clean once it’s been imported.

Cleaning and Preparing Your Data Using Excel

Excel offers many features and functions to make quick work of getting your data
files ready for import. We’ll show you some practical ways to use these features
with your import data.

Should I Use Data Loader

Learn Data Loader in depth, so you can decide whether it’s right for your needs.
We compare it to the Import Wizards and also list some other tools you might
consider.

Importing Your Data in the Right Order

Learn, step by step, which objects should be imported, and when.

169
Learn Salesforce Basics Troubleshooting

Video Title For End Users For

Administrators

Best Practices for Importing Data

Learn the top pain points experienced by our customers, so you can avoid them
entirely! This video could save you hours of frustration. We detail how to delete a
bad import, how to back up data before import, and more.

See Also:
Tip Sheets and Implementation Guides

Troubleshooting
Troubleshooting Login Issues
Available in: All Editions except Database.com

Salesforce makes it easy to log on to the service and to change your password, but you may experience issues if you forget your
username or password, or if you’re locked out for too many attempts to log on with the wrong credentials. The password
policies set up by your administrator determine how many failed logins are allowed, how long lockout periods last, and password
requirements such as minimum length.
We recommend changing your password periodically to protect the privacy of your data. If your administrator specifies that
user passwords expire on a periodic basis, you’ll be prompted to change your password at the end of each period.

• Forgot your password? Retrieve it.

• Locked out? Wait until the lockout period expires and try again, or contact your administrator.
• Password expired? We’ll prompt you to change your password. You may also need to reactivate your computer.
• What does Log in to a custom domain on the login page mean? If your Salesforce administrator created a custom domain
for your organization, click the Log in to a custom domain link to provide the existing domain name and log in. This link
isn’t available for Internet Explorer versions earlier than 10.0.
A custom domain is in the form https://universalcontainers.my.salesforce.com where
universalcontainers is a name selected by your administrator. Your administrator should provide the correct domain
name to you.

Tip: You might want to bookmark theSalesforce login page using the login link you received in your welcome email.
If you do create a bookmark, be sure not to accidentally bookmark the Password Reset page instead.

See Also:
Resetting Your Security Token
Retrieving Forgotten Passwords

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Learn Salesforce Basics Resetting Your Security Token

Resetting Your Security Token

Available in: All Editions
Connect for Outlook, Connect Offline, Connect for Office, Connect for Lotus Notes are not available in Database.com

A security token is an automatically generated key that you must add to the end of your password in order to log into Salesforce
from an untrusted network. For example, if your password is mypassword, and your security token is XXXXXXXXXX, then
you must enter mypasswordXXXXXXXXXX to log in. Security tokens are required whether you log in via the API or a desktop
client such as Connect for Outlook, Connect Offline, Connect for Office, Connect for Lotus Notes, or the Data Loader.
You are offered a security token if you try to access Salesforce from an untrusted network. Once you have been issued a security
token, you have the option to reset this security token at any time.
To reset your security token:

• If you clicked Setup, select My Personal Information > Reset My Security Token.
• If you clicked My Settings, select Personal > Reset My Security Token.

3. Click the Reset Security Token button. The new security token is sent via email to the email address on your Salesforce
user record.

If you have never been offered a security token, for example, because your organization restricts the IP addresses from which
you can log in, the Reset My Security Token node does not appear in your personal settings.

Tip: We recommend that you obtain your security token using the Salesforce user interface from a trusted network
prior to attempting to access Salesforce from a new IP address.

If you have the “Two-Factor Authentication for API Logins” permission and you add a time-based token, you must enter the
changing token from your mobile authenticator app to access the service instead of the standard security token.

Granting Login Access

Available in: All Editions
Granting administrator access available in: Enterprise, Performance, Unlimited, Developer, and Database.com Editions

Watch a Demo: Letting Your Salesforce Administrator Access Your Account

To assist you, your administrator or a customer support representative may need to log in to the application using your login.
You can grant access to them for a specified duration. For security reasons, the maximum period for granting access is limited
to one year. During the time you have granted access, they can use your login and access your data to help you resolve any
problems.
To grant login access:

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Learn Salesforce Basics Retrieving Forgotten Passwords

• If you clicked Setup, select My Personal Information > Grant Login Access.
• If you clicked My Settings, select Personal > Grant Account Login Access.

3. Set the access expiration date by choosing a value from the picklist.
4. Click Save.

If an administrator, support representative, or publisher makes setup changes using your login, the setup audit trail lists those
changes, including the username of the delegate user who made the changes.

Note: You may be unable to grant access to certain support organizations due to restrictions set up by your administrator
or based on the type of licensing used by a packaged application.

See Also:
Understanding Your Administrator's Role

Retrieving Forgotten Passwords

Available in: All Editions

1. Go to https://login.salesforce.com.
2. Click Forgot your password?.
3. Enter your username and click Continue. You’ll receive an email at the email address specified on your Salesforce Personal
Information page.
4. Click the link provided in the email, answer your password question, and click Continue. A temporary password is
automatically sent to your email address.
5. Click the link to log in using the temporary password.
6. When prompted, enter a new password.

See Also:
Activating Your Computer
Troubleshooting Login Issues

172
Index

Index
508 compliance 41, 44 Assets
tip sheet for administrators 159
Attachment
A fields searched 99
Accessibility Attachments
accessibility mode 43 adding 77
accessibility mode in Salesforce 42 deleting 84
alternate document formats 42 fields 78
keyboard shortcuts 35 viewing and editing 59
overview 41 auto-completion 126
plug-ins 35
recommendations 44 B
support 42
testing 42 Base theme
Accounts tip sheet for administrators 160
tip sheet 158 Browsers
Adding Firefox settings 36
attachments 77 Internet Explorer settings 35
advanced search 96 limited support 33
Analytics recommendations 33
Embed charts 158 requirements 33
tip sheet, bucketing 158 settings 33
tip sheet, cross filters 158 supported versions 33
tip sheet, dashboard filters 157 tip sheet 157
tip sheet, dashboards 157 Business account
tip sheet, dynamic dashboards 157 fields searched 99
tip sheet, joined report format 158 Business processes
tip sheet, overview 157 tip sheet for administrators 160
tip sheet, performance 157
tip sheet, reports tab 157 C
tip sheet, sample dashboards 158
tip sheet, scheduling reports 157 Calendar
Home tab 56
tip sheet, summary functions 157
sharing 31
user guide, report builder 157
tip sheet for administrators 159
workbook 157
Calendar event
Answers
fields searched 115
implementation guide 160
Campaign
app 3
fields searched 100
AppExchange
Campaigns
Publishing guide 161
filtering list views by 65
Application
implementation guide 160
installation guide 161
Approval processes tip sheet 159
email approvals response FAQ 161 Case
fields searched 101
examples guide 161
Case Feed
tip sheet for administrators 160
tip sheet 159
Apps
tip sheet for administrators 160
App Launcher 50
Cases
opening 19, 50
implementation guide 159
Article
tip sheet 158
fields searched 98
Asset tip sheet for administrators 159
fields searched 98 Chatter
contact information 139
following people 141

173
Index

Chatter (continued) Creating (continued)

following records 141 notes 77
Mobile app 148 Currency
photos 140 implementation guide 161
searching 142 Custom links
Chatter Answers tip sheet for administrators 160
implementation guide 160 Custom object
Chatter feed fields searched 105
fields searched 102 Custom objects
Chatter group tip sheet for administrators 160
fields searched 102 Custom tabs
Chatter groups tip sheet for administrators 160
joining 142 Custom views
photos 140 creating and saving 65
Chatter Mobile deleting 69
tip sheet 158 field filters 87, 89
Chatter Mobile for BlackBerry 148 navigating 55
Chatter profile printing 68
setting up 13 sorting 55
Cleaning data special picklist values 89
implementation guide 161 tip sheet 157
tip sheet for users 158 values for date fields 69
Cloud 3 Customer Portal
Cloud Computing 3 implementation guide 160
Collapsible Sidebar tip sheet for administrators 159
Hiding 53 Customizable forecasting
Showing 53 tip sheet for administrators 159
Communities Customizable forecasts
implementation guide 160 FAQ 159
Connect for Lotus Notes tip sheet 158
checking for updates 11 Customizing
tip sheet for administrators 159 search results columns 131
tip sheet for users 158
Connect for Office
D
checking for updates 11
tip sheet 158 D&B Company
Connect for Outlook fields searched 106
checking for updates 11 Dashboard Filters
tip sheet for administrators 159 tip sheet 157
tip sheet for users 158 Dashboards
Connect Offline overview 93
checking for updates 11 tip sheet 157
tip sheet 158 tip sheet, dashboard filters 157
Console tip sheet, dynamic dashboards 157
tip sheet 159 tip sheet, sample dashboards 158
Contact viewing 93
fields searched 103 Data Loader
information, Chatter 139 data loader guide 161
Contact Manager Data quality
overview 5 tip sheet 161
Contract Data.com Clean
fields searched 104 implementation guide 161
Contract line item tip sheet for users 158
fields searched 105 Database.com 7
Contracts Dates
tip sheet for administrators 159 format 84
Creating locale 84
custom views 65

174
Index

Dates (continued) Entitlement management

using in filter criteria 69 implementation guide 160
Defer Sharing External data
tip sheet for administrators 161 tip sheet for administrators 159
Deleting
notes and attachments 84
F
tags 137
views 69 FAQ
Demos (videos) 161 back up data automatically 11
Desktop clients printing records 85
checking for updates 11 secure personal data 10
tip sheet for administrators 159 security 10
Detail pages sharing model 72
customizing 40 sharing records 85
Developer Edition sharing rules 84
overview 5 supported languages 47
Displaying Feeds
notes and attachments 59 following people 141
Divisions following records 141
changing selectable division 55 Field-level security
search by division 133 tip sheet for administrators 160
tip sheet for administrators 161 Fields
working division 55 notes 78
Document reference guide 161
fields searched 107 fields help topics 22, 73, 79
Documentation File
implementation guides 157 fields searched 107
printable 157 Filtering
tip sheets 157 search results 132
user guides 157 Force.com Flex
Downloading tip sheet for users 161
Salesforce1 downloadable app 146 Forecasts
Dynamic dashboards tip sheet 158
tip sheet 157 workbook 158
Forecasts (Collaborative)
E workbook for administrators 159
Formulas
Editing examples guide 160
email settings 31 formula date/time tipsheet 160
inline 80 formula size tipsheet 160
notes and attachments 59 quick reference guide 160
personal information 15, 27
Editions
definition 4
G
Email Getting Outlook and Salesforce in Sync 158
editing user settings 31 Getting started
settings 31 back up data automatically 11
Email encoding getting around 15
settings, editing 31 implementation guides 157
Email templates navigating object home pages 17
tip sheet 158
new user 12
Enhanced lists
printing records 85
inline editing 82
sharing model 72
Enterprise Edition
sharing records 85
overview 6
sharing rules 84
upgrade guide 160
Entitlement supported languages 47
fields searched 107 tip sheets 157

175
Index

Getting started (continued) Leads (continued)

user guides 157 tip sheet 159
video demos 161 tip sheet for administrators 160
working with records 20 Learn Salesforce Basics 1
global search 96 Links 16, 51
Group Edition list views
overview 5 sorting 68
tip sheet 157 List views
tip sheet for administrators 160 printing 72
See Custom views 65
Lists
H navigating 55
Home page sorting 55
See Home tab 18, 56 Live Agent
Home tab implementation guide 160
calendar section 56 tip sheet 159
create new drop-down list 75 Locale
customizing 56 dates 84
My Tasks section 56 names 84
overview 18, 56 settings, editing 31
Recycle Bin 119 times 84
search 94 locale settings 76
sidebar column 53 Logging in
using the tag sidebar component 139 custom domain 170
hover details 126 first time 12
forgotten password 170
locked out 170
I login hint 12
Idea username hint 12
fields searched 108 username locked out 170
Ideas Lookup dialog
implementation guide 160 about 125
user guide 157 Lookup filters
Identity 161 tip sheet for administrators 161
Identity Connect 161 Lookups
fields searched 127
Implementation guides 157
Importing
tip sheet for administrators 161 M
tip sheet for users 158
Inline editing Mail merge
about 80 bulk mail merge tip sheet 158
enhanced lists 82 sample mail merge templates 158
Installing upload guidelines 158
Salesforce1 downloadable app 146 Mass delete
tip sheet for administrators 161
Maual sharing
J editing or deleting access 62
Mobile
JAWS 42
Chatter 148
Mobile Lite
L installing 151
My Settings
Language navigating to 13
settings, editing 31
Quick Find 13
Lead
fields searched 108
Leads
implementation guide 160

176
Index

N Price book
fields searched 112
Names Printing
format 84 list views 68
locale 84 records 85
Note Product
fields searched 109 fields searched 113
Notes Products
creating 77 tip sheet 158
deleting 84 Professional Edition
fields 78 overview 6
viewing and editing 59 Profile page
tip sheet 160
Public tags 136–137
O Publisher Actions
object 3 implementation guide 160
Objects Publishing
object home page 17 implementation guide 161
understanding 15 publishing guide 161
OEM user licenses
tip sheet 161 Q
Opportunity
fields searched 110 Question
fields searched 113
Quick Create
P creating records 75
Packaging Quote
development reference 161 fields searched 113
packaging guide 161
quick reference 161 R
Page layouts
tip sheet for administrators 160 Recent items 23, 54
Pages record 3
navigating 16, 51 record access
Passwords Full Access 65
changing by user 26–27, 30 Private 65
identity confirmation 26–27 Read Only 65
login verification 26–27 Read/Write 65
two-factor authentication 26–27 record lists
People sorting 68
fields searched 110 Record types
following 141 tip sheet for administrators 160
Performance Edition records
overview 7 creating 22, 73
Person account creating from object tabs 73
fields searched 111 creating in feeds 74
Person accounts creating with Quick Create 75
implementation guide 159 deleting 23, 83
tip sheet 158 editing 22, 79
Personal Edition required fields 22, 73, 79
overview 6 Records
Personal Settings finding 21, 58
navigating to 13 following 141
Quick Find 13 viewing 21, 58
Personal tags Recycle Bin 119
statistics 137 Related lists
Portals to Communities tip sheet for administrators 160
migration guide 160

177
Index

Relationship Groups Salesforce1

tip sheet for administrators 159 admin guide 159
Release Notes 1 Salesforce1 app
Report accessing 146
fields searched 114 Disable 147
Reports installing 146
Add charts to pages 158 Redirection to the mobile browser app 147
Embed 158 Supported data 145
field filters 87, 89 Salesforce1 apps
running 85 overview 143
running joined reports 86 requirements 144
sorting results 92 using 147
special picklist values 89 Search
tip sheet, cross filters 158 advanced search 120
tip sheet, joined report format 158 Advanced Search 94
tip sheet, performance 157 by divisions 133
tip sheet, reports tab 157 Contextual Feed Search 94
tip sheet, scheduling reports 157 global search 122
tip sheet, summary functions 157 Global Search 94
tip sheet,bucketing 158 overview 94
user guide, report builder 157 sidebar search 118
values for date fields 69 Sidebar Search 94
Requested meeting Searching
fields searched 115 advanced search 96
changing advanced search options 118
changing advanced search scope 121
S
changing global search options 123
Salesforce 3 Chatter 142
Salesforce administrator different results for different users 139
can’t see features 25 fields searched 96
Salesforce Classic global search 96
implementation guide 158–159 global search results 124
installing 151 how it works 95
supported devices 150 lookup dialog 125
tip sheet, BlackBerry 158 operators 129
user guide, BlackBerry 158 phrase search 118
user guide, iPhone 158 refine 131
Salesforce Communities results 116–117
implementation guide 160 sidebar and advanced search results 122
Salesforce Console sidebar search 96
implementation guide 160 tags 137
Salesforce CRM Call Center tip sheet 157
tip sheet for administrators 159
wildcards 130
Salesforce CRM Content
Sections 16, 51
fields searched 104
Security
implementation guide 159–160
implementation guide 161
Salesforce Files Sync
secure personal data 10
implementation guide 160
Security token
Salesforce for Outlook
resetting by user 171
getting started with 158
Self-Service
Salesforce Knowledge
implementation guide 160
implementation guide 160
Self-Service portal
tip sheet for administrators 160
tip sheet for administrators 159
Salesforce Touch
Service Communities
overview 149
implementation guide 159
salesforce.com 3 Service contract
fields searched 114

178
Index

179
Index

User setup (continued) Video

resetting security token 171 demos 161
User Sharing Viewing
tip sheet for administrators 161 notes and attachments 59
Users Views
changing selectable division 55 See Custom views 65
See also User setup 15, 27 Visual Workflow
implementation guide 161
V
W
Validation rules
examples guide 160 Web Content Accessibility Guidelines (WCAG) 41, 44
value formatting Workflow
currency 76 examples guide 160
dates 76 filtering on dates 69
phone numbers 76 tip sheet for administrators 160
times 76

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