Sales Core

Sales Cloud Basics
Salesforce, Summer ’24
Last updated: May 17, 2024

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CONTENTS
Sales Cloud Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Learn About, Implement, and Optimize Sales Cloud Features . . . . . . . . . . . . . . . . . . . . . . . . 2
See an Overview of Metrics, Goals, Suggestions, Tasks, and Activities in Seller Home . . . . . . . . 4
Organize and Find Records Easily with Personal Labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Capture ROI with Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Turn Opportunities into Deals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Manage Accounts and Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Manage a Sales Team . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
Artificial Intelligence and Sales Cloud . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 565
More Sales Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 578
Resources for the Sales Professional . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 584
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 585
SALES CLOUD BASICS
The Sales Cloud provides everything you need to manage your business. Generate the best leads, manage opportunities through the
sales pipleline, and cultivate relationships with exisiting accounts. Plus, forecast revenues, set up sales territories, and organize your reps
into selling teams.
Note: For usage restrictions that apply to this product, see this document.
Learn About, Implement, and Optimize Sales Cloud Features

Sales Cloud provides everything for the sales side of your business. Configure Salesforce so your sales teams generate the best leads,
can manage opportunities through the sales pipeline, and cultivate relationships with accounts. Plus, help your sales leaders forecast
incoming revenue and manage sales territories.
See an Overview of Metrics, Goals, Suggestions, Tasks, and Activities in Seller Home
Sales team members can start their day with a bird’s eye view of their business. Seller Home shows users an overview of their
opportunities, accounts, leads, and contacts, along with their day’s agenda. Seller Home also lets users set goals and track progress
and view their to-do items, recent records, and contact suggestions from Einstein.
Organize and Find Records Easily with Personal Labels
Apply your own labels to records to help you organize, track, and find the records you need quickly and easily. Add labels to records
related to a region, project, campaign, or anything else that helps keep work organized. Labels that you add to records are separate
from labels added to To Do List items.
Capture ROI with Campaigns
Organize and track your marketing efforts with Salesforce campaigns. When you align your campaign structure to your business
processes and strategies, you can report ongoing marketing performance and ROI across activities and segments.
Turn Opportunities into Deals
Move opportunities through the sales process, and track exactly what you're selling and for how much.
Manage Accounts and Contacts
Track the people and companies you do business with. Store information, collaborate on accounts, access the records you need.
Showing Customers and Prospects on a Map
Let your reps identify customers and prospects on a map. That way, your reps can better plan their routes with fewer miles and set
up appointments with fewer gaps in their schedules using Salesforce Maps Lite.
Manage a Sales Team
Forecast sales based on your opportunity pipeline, set up sales territories, and organize reps into selling teams. Split revenue and
credit for deals even if you use multiple currencies. Use Path and WDC to help reps follow your business process and increase
performance.
Artificial Intelligence and Sales Cloud
AI makes the sales process smarter at every step. Salesfore’s AI technology—Einstein—automates data entry and predictive analysis
so you can make every selling moment count.
1
Sales Cloud Basics Learn About, Implement, and Optimize Sales Cloud Features
Digital Engagement for Sales Cloud

Sales reps who use the Lightning Sales Console can use digital channels to stay in touch with prospects. Digital channels include
multiple types of messaging apps and chat. Plus, Omni-Channel lets sales managers route communications to the right sales team.
Sales Engagement users can use digital channels from the workflow queue. Learn about the digital channels that are available for
the Sales Console.
Contact and Lead Imports
If you have permission to import data, you can import up to 50,000 contacts and leads at a time using a CSV file and a simplified
import flow. If you have access to the Data Import Wizard, or are part of an Einstein Activity Capture configuration that allows contact
syncing, you can choose the method you want to use at the time of import.
More Sales Features
Locate documentation for earlier versions of features we've upgraded.
Resources for the Sales Professional
In addition to Salesforce Help, Salesforce creates guides and tip sheets to help you learn about our features and successfully administer
Salesforce.
Learn About, Implement, and Optimize Sales Cloud Features

Sales Cloud provides everything for the sales side of your business. Configure Salesforce so your sales teams generate the best leads,
can manage opportunities through the sales pipeline, and cultivate relationships with accounts. Plus, help your sales leaders forecast
incoming revenue and manage sales territories.
All Expert Coaching Sessions and resources indicated with an asterisk (*) require a Premier Success Plan or higher.
Set Your Team Up for Success
Explore Capabilities & Use Cases Gauge Implementation Readiness Manage Changes
Video: Lightning Experience: Take It for a Plan Your Rollout Trailhead: Sales Cloud Rollout Strategy
Spin Video: Define Your Sales Processes Trailhead: Sales Operations Use Case and
Trailhead: Sales Cloud Basics Webinar: Guided Onboarding for Sales Best Practices
Cloud* Salesforce Blog: Build Your Admin Skills: User
Trailblazer Community: Sales Cloud Getting Management, Communication, and Change
Started Management
Implement It Right the First Time
2
Sales Cloud Basics Learn About, Implement, and Optimize Sales Cloud Features
Set Up and Configure Design Reports & Dashboards Plan for Go Live
Set Up and Maintain Your Salesforce Org Reports and Dashboards Trailhead: User Management
Video: Data Visibility and Access Expert Coaching Session: Design Reports and Manage Users Passwords
Trailhead: Sales Cloud Configuration Basics Dashboards Trailhead: Salesforce Adoption Strategies
Expert Coaching Session: Admin Fast Start Trailhead: Reports & Dashboards for
Lightning Experience
Manage Accounts and Contacts on page
206 Trailhead Academy: Reporting
Fundamentals*
Expert Coaching Session: Considerations for
Accounts & Contacts
Expert Coaching Session: How to Manage
Leads
Opportunities on page 139
Expert Coaching Session: How to Set Up and
Keep Track of Opportunities
Email and Calendar Integrations
Get the Most from Sales Cloud
Train and Enable Users Improve and Customize Measure and Optimize System
Trailhead: User Training and Enablement Expert Coaching Session: Salesforce Maturity Performance
Trailhead: Lightning Experience for Assessment Expert Coaching Session: Health Check
Salesforce Classic Users Get to Know Salesforce Campaigns
Sales Forecasting
Enterprise Territory Management
Expert Coaching Session: Get the Most Out
of Enterprise Territory Management
Trailhead: Salesforce Mobile App Basics
Keep Learning
Explore more in Salesforce Help.

Sales Cloud Basics
3
Sales Cloud Basics See an Overview of Metrics, Goals, Suggestions, Tasks, and
Activities in Seller Home
Drive successful outcomes with Salesforce resources.

• Salesforce Release in a Box
• Video: How to Get Help in the Trailblazer Community
• Trailblazer Community: Sales Cloud Best Practices
• Webinar: Sales Cloud Ask an Expert*
See an Overview of Metrics, Goals, Suggestions, Tasks, and Activities

in Seller Home
Sales team members can start their day with a bird’s eye view of their business. Seller Home shows
EDITIONS
users an overview of their opportunities, accounts, leads, and contacts, along with their day’s agenda.
Seller Home also lets users set goals and track progress and view their to-do items, recent records, Available in: Developer,
and contact suggestions from Einstein. Enterprise, Professional,
With useful information available at a glance, sales reps can get oriented faster and choose what Unlimited editions
to do next. Seller Home includes:
• Opportunity overview
• Account overview
• Lead overview
• Contact overview
• Weekly or monthly goals
• Today's Events
• To-do items
• Recent Records
• Contact suggestions—identified by Einstein from a user’s emails and events
4
Sales Cloud Basics Organize and Find Records Easily with Personal Labels
Seller Home is the default Home page for the Sales, Sales Console, and Sales Engagement apps. It appears automatically if you haven’t
applied a custom home page to these apps or as your org-wide default. If you’ve customized these pages, you can manually enable
Seller Home on the Home page in Setup.
Organize and Find Records Easily with Personal Labels

Apply your own labels to records to help you organize, track, and find the records you need quickly
EDITIONS
and easily. Add labels to records related to a region, project, campaign, or anything else that helps
keep work organized. Labels that you add to records are separate from labels added to To Do List Available in: Developer,
items. Enterprise, Professional,
When you add labels to records, you can quickly view all records with a specific label, as well as the Unlimited editions
list of labels you've created. Each user creates and manages their own set of labels.
See the labels you've added to a record in the My Labels component.
View the list of labels you've created on the Labels home page.
5
Sales Cloud Basics Organize and Find Records Easily with Personal Labels
On a label's record page, view the list of records with the label assigned.
You can add labels to records on these objects.

• Account
• Cadence
• Cadence Step Tracker
• Call Script
• Campaign
• Contact
• Case
• Email Template
• Lead
• Opportunity
6
Sales Cloud Basics Capture ROI with Campaigns
• Orchestration Work Item

• Task
Personal labels added to records are separate from Topics, which other users can see.
Note: Standard user profiles include access to the Label object. If you use custom profiles, to ensure users have access to both
record labels and To Do List labels, add access to the Label object.
Capture ROI with Campaigns

Organize and track your marketing efforts with Salesforce campaigns. When you align your campaign structure to your business processes
and strategies, you can report ongoing marketing performance and ROI across activities and segments.
Get to Know Salesforce Campaigns

Many cross-functional teams struggle to adequately communicate and hand off important data and resources. Use Salesforce
campaigns to bridge the gap between marketing and sales and promote your successes to internal stakeholders. You can define
campaign types, organize assets, add members, create campaign hierarchies, and then track and report on campaign performance.
Tools like Campaign Influence and Einstein Attribution help attribute success and optimize future campaigns.
Set Up Campaigns in Salesforce
Salesforce campaigns help you track engagement and report on your marketing efforts. They’re fully customizable to meet your
business needs, which means it takes some planning and a few steps to configure the Campaign object to support effective marketing
campaigns.
Working with Campaigns
Salesforce campaign records support your team throughout the campaign lifecycle. Use campaigns to communicate and share
resources with coworkers during planning and execution, and then monitor and report on campaign successes.
Manage Campaign Members
Add members to campaigns and update member statuses to keep your campaigns humming.
Campaign Influence
Understand how your campaigns are affecting your opportunity pipeline.
Connect Account Engagement and Salesforce Campaigns
If you’re new to Salesforce and Account Engagement, the Connected Campaigns feature is already partially enabled. Connect
campaigns to save time, reduce clutter, and access valuable cross-product features. For example, work with Campaign Influence
attribution models, Engagement History, and Einstein Campaign Insights for a complete view of your business. Plus, you can work
with prospects and engagement data without leaving Salesforce.
Leads
Track prospects apart from your contacts and opportunities with Salesforce lead records. After you’ve qualified your lead records,
convert them to contacts and create accounts for them (if you don’t already have the accounts in Salesforce). And hopefully, create
opportunities to bolster your pipeline.
7
Sales Cloud Basics Get to Know Salesforce Campaigns
Get to Know Salesforce Campaigns

Many cross-functional teams struggle to adequately communicate and hand off important data
EDITIONS
and resources. Use Salesforce campaigns to bridge the gap between marketing and sales and
promote your successes to internal stakeholders. You can define campaign types, organize assets, Available in: Salesforce
add members, create campaign hierarchies, and then track and report on campaign performance. Classic (not available in all
Tools like Campaign Influence and Einstein Attribution help attribute success and optimize future orgs) and Lightning
campaigns. Experience
By using campaigns, you can: Available in: Salesforce
• Identify where money goes and where it comes in. Professional, Enterprise,
• Communicate ROI to internal stakeholders. Performance, Unlimited,
and Developer Editions
• Understand how leads and contacts engage at multiple touchpoints.
• Make smarter budgeting decisions based on past campaign performance.
• Get access to Account Engagement engagement data, Einstein AI tools, and more.
Check out the Campaign Management Implementation Guide for more information.
Tour the Campaigns Object

To get familiar with the data in your campaign records, let’s take a tour of the Campaign object.
How Campaigns Can Help
You can use Salesforce campaigns in a variety of businesses and marketing processes throughout the marketing cycle. Campaigns
help organize your marketing plan and assets. Plus, when you set up your campaign records effectively, they contain valuable data
that you can use to optimize future efforts.
Use Campaigns with Other Clouds
For a more comprehensive picture of your marketing-to-sales funnel, you can align Salesforce campaigns to Marketing Cloud and
Account Engagement.
Understand Campaign Hierarchy
To organize and link individual marketing campaigns together, use parent and child relationships to associate campaigns in a
campaign hierarchy. You can think of a hierarchy as a family tree. Metrics from child campaigns roll up to the parent, so you can
access data for individual campaigns or in aggregate. You can build a hierarchy to focus on marketing channels, fiscal periods,
long-term projects, or any other factor that makes sense for your business. A campaign hierarchy can support up to five levels.
Getting Started Worksheet
Before you begin creating campaigns, think about your business goals, existing processes, and the tactics that your marketing team
uses most. Campaign management is most effective when it aligns with the way your business already works. A Salesforce admin
can help customize the tactical components of your campaigns that marketers use every day.
Campaign Fields
A campaign has the following fields, listed in alphabetical order. Depending on your page layout and field-level security settings,
some fields may not be visible or editable.
Things to Know About Campaigns
Review these considerations before you work with campaigns. Learn more about campaigns, campaign members, and their fields.
8
Tour the Campaigns Object

To get familiar with the data in your campaign records, let’s take a tour of the Campaign object.
EDITIONS
The Campaign object contains all the settings associated with how campaign records appear, the
actions that users can take on campaigns, field access, and more. Check out a sample campaign Available in: Sales Cloud,
record layout in the video. Play Video (2 min) Service Cloud, Experience
Cloud, and Account
Engagement with any
Salesforce edition
To customize the layout, related lists, and fields included on campaign records, an admin can access Campaign object settings in Salesforce
Setup. From Setup, find Campaigns in the Object Manager, or open a campaign and select Edit Object from the Setup menu.
How Campaigns Can Help

You can use Salesforce campaigns in a variety of businesses and marketing processes throughout
EDITIONS
the marketing cycle. Campaigns help organize your marketing plan and assets. Plus, when you set
up your campaign records effectively, they contain valuable data that you can use to optimize future Available in: all editions
efforts.
Example: One way that Happy Homes LLC generates leads is by sharing white papers for
first-time home buyers and aspiring real estate investors. Its marketing manager, Kamal,
creates two campaigns: Whitepaper - First Timers and Whitepaper - New Investors, which
roll up to the parent campaign Whitepapers. When a buyer enters information in the
web-to-lead form on the Happy Homes website, the submission creates a lead record. The
lead record can be added as a campaign member with a status of Downloaded.
9
Over time, the two white papers get a lot of traffic. The sales team follows up on the leads while Kamal reviews which audience
segment is more engaged. Because he organizes his campaigns by the Campaign Type field, he can also investigate how white
papers stack up against emails, webinars, and other marketing efforts.
Use Campaigns with Other Clouds

For a more comprehensive picture of your marketing-to-sales funnel, you can align Salesforce
EDITIONS
campaigns to Marketing Cloud and Account Engagement.
Example: Salesforce Campaigns + Account Engagement Available in: all editions
Socks Unlimited supplies socks to a variety of retailers in the United States. The company
wants to nurture prospects that they met at a recent trade show in Boston. Marketing manager
Priya wants to use Engagement Studio to automate the process.
Before Priya builds her engagement program, she creates a Salesforce campaign called Trade
Shows. She uses this campaign as a parent campaign and creates child campaigns to track
events including NE Trade Show 2021.
In Account Engagement, she builds an engagement program that sends a series of emails,
forms, and event invitations. When Engagement Studio sends an email, the prospect is added
as a campaign member to NE Trade Show 2021 with a Sent status. Other actions update the
custom campaign member status each time the prospect interacts with another asset. Another
action scores prospects as they move through the program.
When a prospect’s score is good enough to be considered marketing qualified, the prospect
is assigned to a Socks Unlimited sales rep. Then, tracking continues into the sales funnel.
When it comes time to report her progress, Priya can use Engagement Studio reporting
together with Salesforce campaign reports to identify where the trade show prospects are
responding best. The rollup metrics in the hierarchy that she created can also tell her whether
the Boston trade show yielded more engagement than other events that her team attended.
Example: Salesforce Campaigns + Marketing Cloud

Floor manager Don just learned that his car dealership is finally getting more inventory of the newest hatchback that people come
in asking about. He wants to set up his sales reps for success. They need high-quality, branded content so that they can follow up
with folks who expressed interest. He calls Liliana in corporate marketing and finds out that she’s already a step ahead.
A while back, Liliana used Distributed Marketing tools to create a personalized customer journey in Marketing Cloud and connected
it to a Sales Cloud campaign. She gives Don the name of the campaign, which he can share with his reps. Now anyone with access
to the Sales Cloud campaign can add a campaign member and customize the email content from Liliana’s marketing journey.
Don’s potential customers get great looking content from his sales reps, and Liliana can track the journey metrics and campaign
performance from corporate.
Connect Salesforce campaigns to Account Engagement with Connected Campaigns on page 68.
Connect Salesforce campaigns to Marketing Cloud with Distributed Marketing.
10

To organize and link individual marketing campaigns together, use parent and child relationships
EDITIONS
to associate campaigns in a campaign hierarchy. You can think of a hierarchy as a family tree. Metrics
from child campaigns roll up to the parent, so you can access data for individual campaigns or in Available in: Salesforce
aggregate. You can build a hierarchy to focus on marketing channels, fiscal periods, long-term Classic (not available in all
projects, or any other factor that makes sense for your business. A campaign hierarchy can support orgs) and Lightning
up to five levels. Experience
Before users can create a hierarchy, an admin adds the Parent Campaign field to campaign records. Available in: Salesforce
To build a tree of campaigns, a user enters the name of the campaign into the Parent Campaign Professional, Enterprise,
field and repeats the process to create family units. Performance, Unlimited,
• A campaign hierarchy can support only one currency in its child campaigns. and Developer Editions
• A parent campaign’s statistics include aggregate values based on all its child campaigns,
regardless of the current user’s sharing settings. To limit what’s shown to users, an admin can USER PERMISSIONS
hide fields from the Campaign Hierarchy related list.
To view campaigns:
• A user without access to a particular campaign can’t access its detail page from the Campaign
• Read on campaigns
Hierarchy related list.
To view campaign
• All fields and values remain available in reports, even if items have been hidden on campaign
hierarchies:
records.
To add, edit, or delete
SEE ALSO: hierarchy columns:
Allow Users to Create Campaign Hierarchies • Modify All Data
Create a Campaign Hierarchy
Getting Started Worksheet

Before you begin creating campaigns, think about your business goals, existing processes, and the
EDITIONS
tactics that your marketing team uses most. Campaign management is most effective when it aligns
with the way your business already works. A Salesforce admin can help customize the tactical Available in: all editions
components of your campaigns that marketers use every day.
We recommend completing these tasks before you begin.
• Define your business goals and related metrics.
• Describe your target audiences.
• Identify your stakeholders.
• Inventory your marketing channels and asset types.
• Organize upcoming campaigns in hierarchies.
Example: Download the interactive PDF worksheet: Getting Started with Salesforce Campaigns.
11
Campaign Fields
A campaign has the following fields, listed in alphabetical order. Depending on your page layout
EDITIONS
and field-level security settings, some fields may not be visible or editable.
Available in: Salesforce
Field Description Classic (not available in all
Active Checkbox to mark whether the campaign is orgs) and Lightning
Experience
active or not.
Actual Cost Amount of money spent to run the campaign.
Professional, Enterprise,
Budgeted Cost Amount of money budgeted for the campaign. Performance, Unlimited,
Campaign Currency The default currency for currency amount fields
in the campaign. Amounts display in the
campaign currency and are also converted to
the user’s personal currency. Available only for
organizations that use multiple currencies.
Campaign Member Type Record type for campaign members; determines

the page layout of the members of the
campaign.
Campaign Name Identifying name for the campaign.
Campaign Owner Assigned owner of the campaign.
Campaign Record Type Record type for the campaign; determines the
picklist values available for the campaign.
Converted Leads in Campaign Number of leads that were converted to

accounts due to the marketing efforts in the
campaign. Salesforce automatically calculates
this amount using all associated records
regardless of whether you have read access to
them. For more information on converting leads,
see Convert Qualified Leads on page 92. This
field cannot be referenced in formulas for
12
Field Description
workflow rules, validation rules, field updates, or approval processes,
but it can be referenced in custom formula fields. Updates to this
field do not trigger workflow rules.
Created By User who created the campaign including creation date and time.
(Read only)
Custom Links Listing of custom links for campaigns as set up by your

administrator.
Description Description of the campaign. Up to 32KB of data are allowed in

this field. Only the first 255 characters display in reports.
End Date Ending date for the campaign. Responses received after this date
are still counted.
Expected Response (%) Percentage of responses you expect to receive for the campaign.
Expected Revenue Amount of money you expect to generate from the campaign.
Last Modified By User who last changed the campaign fields, including modification
date and time. This does not track changes made to any of the
related list items on the campaign. (Read only)
Opportunities in Campaign Calculated field for number of opportunities associated with the
campaign. (Read only) Salesforce automatically calculates this
amount using all associated records regardless of whether you
have read access to them. This field cannot be referenced in
formulas for workflow rules, validation rules, field updates, or
approval processes, but it can be referenced in custom formula
fields. Updates to this field do not trigger workflow rules.
Num Sent Number of individuals targeted by the campaign. For example, the
number of emails sent.
Won Opportunities in Campaign Calculated field for number of closed/won opportunities associated
with the campaign. (Read only) Salesforce automatically calculates
this amount using all associated records regardless of whether you
Parent Campaign The campaign above the selected campaign in the campaign
hierarchy.
Start Date Starting date for the campaign.
Status Status of the campaign, for example, Planned, In Progress. Entry is

selected from a picklist of available values, which are set by an
administrator. Each picklist value can have up to 40 characters.
13
Field Description
Total Actual Cost in Hierarchy Calculated field for the total amount of money spent to run a
campaign hierarchy. (Read only) Salesforce automatically calculates
Total Budgeted Cost in Hierarchy Calculated field for the total amount of money budgeted for a
Contacts in Campaign Number of individuals on accounts that are associated with the
campaign. Salesforce automatically calculates this amount using
all associated records regardless of whether you have read access
to them. This field cannot be referenced in formulas for workflow
rules, validation rules, field updates, or approval processes, but it
can be referenced in custom formula fields. Updates to this field
do not trigger workflow rules.
Total Contacts in Hierarchy Calculated field for number of contacts associated with the
Total Converted Leads in Hierarchy Calculated field for the total number of leads associated with the
campaign hierarchy that were converted into accounts, contacts,
and opportunities. Salesforce automatically calculates this amount
using all associated records regardless of whether you have read
access to them. This field cannot be referenced in formulas for
workflow rules, validation rules, field updates, or approval processes,
but it can be referenced in custom formula fields. Updates to this
field do not trigger workflow rules.
Total Expected Revenue in Hierarchy Calculated field for the total amount of money you expect to
generate from a campaign hierarchy. (Read only) Salesforce
automatically calculates this amount using all associated records
regardless of whether you have read access to them. This field
cannot be referenced in formulas for workflow rules, validation
rules, field updates, or approval processes, but it can be referenced
in custom formula fields. Updates to this field do not trigger
workflow rules.
14
Field Description
Leads in Campaign Number of potential opportunities (leads) associated with the
campaign. Salesforce automatically calculates this amount using
Total Leads in Hierarchy Calculated field for the total number of leads associated with the
campaign hierarchy. This number also includes converted leads.
(Read only) Salesforce automatically calculates this amount using
Total Num Sent in Hierarchy Calculated field for the total number of individuals targeted by a
campaign hierarchy, for example, the number of emails sent. (Read
only) Salesforce automatically calculates this amount using all
associated records regardless of whether you have read access to
them. This field cannot be referenced in formulas for workflow
Total Opportunities in Hierarchy Calculated field for the total number of opportunities associated
with the campaign hierarchy. (Read only) Salesforce automatically
calculates this amount using all associated records regardless of
whether you have read access to them. This field cannot be
referenced in formulas for workflow rules, validation rules, field
updates, or approval processes, but it can be referenced in custom
formula fields. Updates to this field do not trigger workflow rules.
Responses in Campaign Calculated field for the total number of contacts and unconverted
leads that have a Member Status equivalent to “Responded”
for the campaign. (Read only) Salesforce automatically calculates
Total Responses in Hierarchy Calculated field for number of contacts and unconverted leads
that have a Member Status equivalent to “Responded” for
the campaign hierarchy. (Read only) Salesforce automatically
15
Field Description
Value Opportunities in Campaign Calculated field for the amount of all opportunities associated with
the campaign, including closed/won opportunities. (Read only)
Salesforce automatically calculates this amount using all associated
records regardless of whether you have read access to them.
For organizations using multiple currencies, opportunity amounts
are converted to the campaign currency. If your currency does not
match the campaign currency, the amount is converted to your
currency and displays in parentheses.
For organizations using advanced currency management,
opportunity amounts are converted to the campaign currency via
dated exchange rates. If the campaign currency does not match
your currency, the total of the opportunity amounts are converted
using standard exchange rates, not dated exchange rates, and that
amount displays in parentheses.
This field cannot be referenced in formulas for workflow rules,
validation rules, field updates, or approval processes, but it can be
referenced in custom formula fields. Updates to this field do not
trigger workflow rules.
Total Value Opportunities in Hierarchy Calculated field for total amount of all opportunities associated
with the campaign hierarchy, including closed/won opportunities.
(Read only) Salesforce automatically calculates this amount using
to them.
All campaigns in a hierarchy must use the same currency.
currency and displays in parentheses.
amount displays in parentheses.
Value Won Opportunities in Campaign Calculated field for amount of all closed/won opportunities
associated with the campaign. (Read only) Salesforce automatically
whether you have read access to them.
16
Field Description
currency.
amount displays in parentheses. This field cannot be referenced
in formulas for workflow rules, validation rules, field updates, or
Total Value Won Opportunities in Hierarchy Calculated field for amount of all closed/won opportunities
associated with the campaign hierarchy. (Read only) Salesforce
automatically calculates this amount using all associated records
regardless of whether you have read access to them.
All campaigns in a hierarchy must use the same currency.
currency.
amount displays in parentheses. This field cannot be referenced
in formulas for workflow rules, validation rules, field updates, or
Total Won Opportunities in Hierarchy Calculated field for the total number of won opportunities
associated with the campaign hierarchy. Salesforce automatically
Type Type of campaign, for example, Direct Mail or Referral Program.

Entry is selected from a picklist of available values, which are set
by an administrator. Each picklist value can have up to 40
characters.
17
Things to Know About Campaigns

Review these considerations before you work with campaigns. Learn more about campaigns,
EDITIONS
campaign members, and their fields.
Considerations for Using Campaigns Classic (not available in all
Review the following considerations before working with campaigns. orgs) and Lightning
Experience
Campaigns FAQ
Find answers to frequently asked questions about campaigns. Available in: Salesforce
Performance, Unlimited,
Considerations for Using Campaigns

Review the following considerations before working with campaigns.
EDITIONS
Using Campaigns in Salesforce Classic and Mobile Devices Available in: Salesforce
Classic (not available in all
The Salesforce mobile app doesn’t include all the functionality that’s available in Lightning Experience
orgs) and Lightning
on desktop. Experience
• The Manage Members and Advanced Setup buttons aren’t available.
• Bulk actions on campaign members aren’t supported on mobile.
Essentials, Professional,
• Campaign Hierarchy is available only as a related list. Enterprise, Performance,
• The View Hierarchy option in a link on the campaign detail page isn’t available. When you view Unlimited, and Developer
a parent campaign, the Campaign Hierarchy related list shows only the child campaigns. The Editions
desktop Salesforce site displays both the parent and child campaigns.
• When viewing the Campaign Members related list, only the members’ Status appears. However,
you can tap members to see more details about them.
• The Clone function in Salesforce Classic includes campaign member statuses automatically. To include these statuses when you
clone in Lightning Experience, use Clone with Related and select the data to copy.
Experience Cloud Sites

When working with campaigns within an Experience Cloud site, there are some limitations.
• The View Campaign Hierarchy action doesn’t appear on campaign detail pages.
• The Campaign Influence and Campaign Member Status related lists don’t appear.
• You can’t drill into the Campaign Hierarchy related list.
• The Add to Campaign action doesn’t appear on the Lead Home or Contact Home pages.
18
Campaigns FAQ
Find answers to frequently asked questions about campaigns.
EDITIONS
• Can I use list email or mass email for my email campaigns?
• How can I track which opportunities resulted from campaigns? Available in: Salesforce
• How can I calculate the ROI for my campaigns?
orgs) and Lightning
• How do I add contacts and leads to campaigns? Experience
• How is Campaign influence different from ROI reports?
• Who has access to Campaigns? Professional, Enterprise,
Can I use list email or mass email for my email campaigns?
List email and mass email are designed for small-scale sales campaigns and basic marketing
emails.
How do I add contacts and leads to campaigns?
Your company’s campaigns typically target existing customers (contacts) and prospective customers (leads). You can associate
contacts and leads with campaigns as campaign members.
How can I calculate the ROI for my campaigns?
The Campaign ROI Analysis Report is on the Reports tab in the Campaign Reports folder. It calculates your campaigns' performance
by return on investment (ROI) and average cost.
How can I track which opportunities resulted from campaigns?
One key benefit of campaigns is the ability to track how much business has been generated from each campaign. When you create
an opportunity, you can fill in the Primary Campaign Source field to indicate that the opportunity resulted from a specific campaign.
How is Campaign influence different from ROI reports?
Campaign influence tracks pipeline and revenue for multiple campaigns, and ties all campaigns of a contact role to that opportunity
for pipeline and ROI reporting. It's helpful for longer deal cycles when more than one campaign contributes to a closed deal or a
converted lead.
Who has access to Campaigns?
Depending on your sharing settings, users in your org can view campaigns, view the advanced campaign setup, or run campaign
reports. However, only designated marketing users with the appropriate user permissions can create, edit, and delete campaigns
and configure advanced campaign setup.
Can I use list email or mass email for my email campaigns?

List email and mass email are designed for small-scale sales campaigns and basic marketing emails.
For more robust marketing applications, we recommend that you use Salesforce Marketing Cloud, Marketing Cloud Account Engagement
(Pardot), or a third-party application in the AppExchange that allows you to centrally manage email campaigns and track responses.
SEE ALSO:
Send List Email in Lightning Experience
Email a Group with List Email and Mass Email
How do I add contacts and leads to campaigns?

Your company’s campaigns typically target existing customers (contacts) and prospective customers (leads). You can associate contacts
and leads with campaigns as campaign members.
19
• To add an individual contact or lead to a campaign, click Add to Campaign on the contact or lead record, and then select a campaign.
• To add multiple contacts or leads to a campaign, use these tables to find the steps recommended for the source of contact or lead
information that you’re using.
Contact Source Steps for Adding Contacts to Maximum Number of Records You
Campaigns Can Add
A report of existing contacts Add Campaign Members from Standard and 50,000 per report
Custom Reports
A .csv file of existing contacts Add Campaign Members from Standard and 50,000 per import file
Custom Reports
A .csv file of new contacts Create Contacts and Add Them to a 50,000 per import file
Campaign with the Data Import Wizard
A list view of existing contacts Add Multiple Members to a Campaign from 250 per list page
a List View
The Contacts related list on an Account Add Members to Campaigns from Accounts 200 per list page
Lead Source Steps for Adding Leads to Maximum Number of Records You
Campaigns Can Add
A report of existing leads Add Campaign Members from Standard and 50,000 per report
Custom Reports
A .csv file of existing leads Add Existing Leads to a Campaign with the 50,000 per import file
Data Import Wizard
A .csv file of new leads Create Leads and Add Them to a Campaign 50,000 per import file
with the Data Import Wizard
A list view of existing leads Add Multiple Members to a Campaign from 250 per list page
a List View
How can I calculate the ROI for my campaigns?

The Campaign ROI Analysis Report is on the Reports tab in the Campaign Reports folder. It calculates your campaigns' performance by
return on investment (ROI) and average cost.
For each campaign in the report:
• ROI, which is expressed as a percentage, is calculated as the net gain (Value Won Opportunities in Campaign - Actual Cost) divided
by the Actual Cost.
• Value Won Opportunities in Campaign is the calculated amount of all closed or won opportunities where the campaign is the Primary
Campaign Source on the opportunity.
How can I track which opportunities resulted from campaigns?

One key benefit of campaigns is the ability to track how much business has been generated from each campaign. When you create an
opportunity, you can fill in the Primary Campaign Source field to indicate that the opportunity resulted from a specific campaign.
20
Sales Cloud Basics Set Up Campaigns in Salesforce
When you create an opportunity, you can fill in the Primary Campaign Source field to indicate that the opportunity resulted from a
specific campaign.
In addition, when you convert a lead that is linked to a campaign, that campaign is automatically inserted into the opportunity Primary
Campaign Source field.
If a lead or contact is linked to multiple campaigns, the campaign with which he or she is most recently associated is inserted into the
opportunity Primary Campaign Source field.
The Opportunities related list on a campaign shows every opportunity that is linked to that campaign. You can also run the Campaign
Revenue Report to track which opportunities are linked to your campaigns.
How is Campaign influence different from ROI reports?

Campaign influence tracks pipeline and revenue for multiple campaigns, and ties all campaigns of a contact role to that opportunity for
pipeline and ROI reporting. It's helpful for longer deal cycles when more than one campaign contributes to a closed deal or a converted
lead.
Who has access to Campaigns?

Depending on your sharing settings, users in your org can view campaigns, view the advanced campaign setup, or run campaign reports.
However, only designated marketing users with the appropriate user permissions can create, edit, and delete campaigns and configure
advanced campaign setup.
An administrator must select the Marketing User option on a user's personal information to designate that user as a marketing
user.
In addition, marketing users with the appropriate user permissions can use the Data Import Wizard to add contacts, leads, and person
accounts as campaign members. They can also use the Data Import Wizard to update the statuses of campaign members.
Set Up Campaigns in Salesforce

Salesforce campaigns help you track engagement and report on your marketing efforts. They’re fully customizable to meet your business
needs, which means it takes some planning and a few steps to configure the Campaign object to support effective marketing campaigns.
Customize Campaign Types

The Type field on your campaign indicates the general method or channel for your campaigns, such as Direct Mail or Referral Program.
To organize the types of campaigns that your business runs, customize the picklist for this field. When marketers monitor campaign
performance, they can use the Type field to see how specific campaign types are performing against others.
Campaign Member Statuses
Campaigns can help you monitor prospects as they interact with your marketing assets. After a person or an account is added as a
campaign member, users can apply a member status that reflects their recent activity. To allow users to create a member status at
any time, a Salesforce admin must add a related list to campaign records.
Allow Users to Create Campaign Hierarchies
Before users can associate campaigns in a hierarchy, an admin must configure campaign page layouts to support it. Set up field-level
security, and then add the Parent Campaign field and related list to campaign records.
21
Customize Campaign Types

The Type field on your campaign indicates the general method or channel for your campaigns,
EDITIONS
such as Direct Mail or Referral Program. To organize the types of campaigns that your business runs,
customize the picklist for this field. When marketers monitor campaign performance, they can use Available in: Salesforce
the Type field to see how specific campaign types are performing against others. Classic (not available in all
The default values on the Type field are Advertising, Direct Mail, Email, Telemarketing, Banner Ads, orgs) and Lightning
Seminar/Conference, Public Relations, Partners, Referral Program, and Other. Experience
You can also create dependent picklists to define subcategories of your campaigns. When you Available in: Salesforce
customize the Type picklist values, try to use 10 or fewer values. Professional, Enterprise,
Note: The Record type field makes certain picklist values available only to certain user groups. and Developer Editions
If you plan to manage picklist access with record types, set up the record types before your
other picklist values.
USER PERMISSIONS
Check out Salesforce Help: Tailor Business Processes to Different Users Using Record Types
To view campaigns:
1. From Setup, open Object Manager, and in the Quick Find box, enter Campaign.
If you’re using Salesforce Classic, open Setup, and in the Quick Find box, enter Campaign.
To customize member status
2. Select Campaign, and click Fields & Relationships. values:
• Edit on campaigns
3. Find and select Type.
AND
4. Edit the picklist values or add a picklist value.
Marketing User
5. To create a dependent type, click New under Field Dependencies. selected in User Detail
Example: Ami’s company places ads in many places. She uses the default picklist value
Advertising and then creates a dependent picklist. The dependent picklist includes Billboards,
Transit, Print, and Digital. She’s also considering adding a second dependent picklist under
Digital to track efforts on social media versus traditional websites.
Customize Campaign Types in Lightning Experience

For your campaigns, you can set up campaign types to categorize the kinds of campaigns your business runs.
Customize Campaign Types in Salesforce Classic
For your campaigns, you can set up campaign types to categorize the kinds of campaigns your business runs.
SEE ALSO:
Add or Edit Picklist Values
22
Customize Campaign Types in Lightning Experience

For your campaigns, you can set up campaign types to categorize the kinds of campaigns your
EDITIONS
business runs.
1. From Setup, enter Object Manager in the Quick Find box. Then click Object Manager. Available in: Lightning
Experience
2. Click Campaign.
3. Click Fields & Relationships. Available in: Salesforce
4. Click the Type field. Enterprise, Performance,
5. Modify the campaign type picklist values as needed. Unlimited, and Developer
Editions
USER PERMISSIONS
To view campaigns:
To customize type values:
AND
Marketing User
selected in User Detail
Customize Campaign Types in Salesforce Classic

For your campaigns, you can set up campaign types to categorize the kinds of campaigns your
EDITIONS
business runs.
1. From Setup, enter Campaigns in the Quick Find box. Then click Campaigns. Available in: Salesforce
2. Under Campaigns, click Fields.
orgs)
3. Click the Type field.
4. Modify the campaign type picklist values as needed. Professional, Enterprise,
Performance, Unlimited
Editions
USER PERMISSIONS
To view campaigns:
To customize type values:
AND
Marketing User
23
Campaign Member Statuses

Campaigns can help you monitor prospects as they interact with your marketing assets. After a
EDITIONS
person or an account is added as a campaign member, users can apply a member status that reflects
their recent activity. To allow users to create a member status at any time, a Salesforce admin must Available in: Salesforce
add a related list to campaign records. Classic (not available in all
orgs) and Lightning
Experience
Planning for Campaign Member Statuses
Before you start using campaign member statuses, think about your campaign types and which Available in: Salesforce
statuses you want to include for each type. For example, statuses for an event can include Invited, Professional, Enterprise,
Registered, and Attended. Do you want to include Declined or No Show? For consistency, we Performance, Unlimited,
recommend that you create a single set of campaign member statuses for each type of campaign
that you run. Document the statuses for internal use.
To allow users to create their own campaign member statuses, an admin adds the Campaign USER PERMISSIONS
Member Statuses related list to campaign records.
To create, edit, or delete
campaign member
Using the Campaign Member Status Field statuses:
• Read and Edit on
From a campaign’s Campaign Member Statuses related list, users can create a status, select a default campaigns
status, and indicate whether the status is considered a response. Salesforce tallies response records AND
together in the Responses in Campaign field.
Marketing User
When someone interacts with your campaign, their member status doesn’t change automatically. selected in User Detail
After you create campaign member statuses, you can apply a status to campaign member records
manually, in bulk, or with Account Engagement automation tools.
You can use the Campaign Member Status field to filter and sort your campaign data. For example, target your audiences based on
campaign member status, or generate reports to track RSVPs or awareness.
Updating Campaign Member Statuses

If you plan to use campaign member status as a filtering mechanism in reporting or automation, don’t edit the available member statuses
and their settings. If you change the status value or its response setting, it can cause problems where the status is in use and trigger
statistics recalculation throughout your reports.
Tip: To encourage consistency, document your default campaign statuses for internal users. You can also use the Clone with
Related tool to copy a campaign and its member statuses the next time you create a similar campaign.
SEE ALSO:
Add or Edit Picklist Values
Field Handling for Cloning Campaigns with Related Records
24
Sales Cloud Basics Working with Campaigns
Allow Users to Create Campaign Hierarchies

Before users can associate campaigns in a hierarchy, an admin must configure campaign page
EDITIONS
layouts to support it. Set up field-level security, and then add the Parent Campaign field and related
list to campaign records. Available in: Salesforce
1. In Object Manager, find and select Campaign. Classic (not available in all
orgs) and Lightning
2. Select Fields & Relationships, and then select Parent Campaign.
Experience
3. Click Set Field-Level Security, indicate who has access to the field, and save your work.
4. Select Page Layouts and add the Parent Campaign field to a campaign page layout. Professional, Enterprise,
5. To allow users to see parent and child campaigns on a campaign record, add the Campaign Performance, Unlimited,
Hierarchies related list to a campaign page layout. and Developer Editions
USER PERMISSIONS
To create a campaign
hierarchy:
• Create on campaigns
AND
Marketing User
To set up campaign
hierarchies:
• Customize Application
To add, edit, or delete
hierarchy columns:
• Modify All Data
Working with Campaigns

Salesforce campaign records support your team throughout the campaign lifecycle. Use campaigns
EDITIONS
to communicate and share resources with coworkers during planning and execution, and then
monitor and report on campaign successes. Available in: Salesforce
Create or Edit a Campaign orgs) and Lightning
To get started with a new campaign, create a record by filling in the required fields Campaign Experience
Name and Currency. To optimize your campaign records for monitoring and reporting, provide Available in: Salesforce
details in the remaining fields, such as type and budget. You can also create a campaign by Professional, Enterprise,
cloning another campaign record. Performance, Unlimited,
Clone a Campaign with Related Records and Developer Editions
Clone a campaign record when it contains helpful details you want to use again. When you
use the Clone with Related operation, you can choose which field values and related marketing
assets to copy to the new campaign.
To organize campaigns and link them together, you can associate them with parent and child relationships in a campaign hierarchy.
When you run reports, metrics from the child campaigns roll up to the parent.
25
Share Campaigns
Like all Salesforce objects, campaigns are governed by your sharing model. To make sure that the right colleagues have access to
the right campaigns, a campaign owner can extend sharing for your own campaigns one by one.
Track Campaign Field History
You can track the changes made to selected fields on the campaign. Each time a user modifies a tracked field, the date, time, user,
and changes appear in the related list.
Create or Edit a Campaign

To get started with a new campaign, create a record by filling in the required fields Campaign Name
EDITIONS
and Currency. To optimize your campaign records for monitoring and reporting, provide details in
the remaining fields, such as type and budget. You can also create a campaign by cloning another Available in: Salesforce
campaign record. Classic (not available in all
orgs) and Lightning
Note: If the Campaigns tab isn’t displayed, edit the navigation bar to add it. If you're not able
Experience
to edit the navigation bar, contact your admin for access.
Work with your team and admin to customize the Campaign object with fields that are relevant to Available in: Salesforce
your business. When you provide the right information on a campaign record, you can save time Professional, Enterprise,
and create more detailed reports. Check out the Getting Started with Salesforce Campaigns Performance, Unlimited,
Worksheet to organize your ideas.
1. On the Campaigns tab, click New.
USER PERMISSIONS
2. Select a record type, and click Next.
3. Enter the relevant information, and click Save. To view campaign lists:
You can edit a campaign field at any time, but changes can affect active automation tools or trigger
a statistics recalculation. Verify where a campaign is used before you make changes. To edit a To create or edit campaigns:
campaign, open it from a list view or related list, and click Edit. • Edit on campaigns
AND
Editing is restricted to users with Read access to the selected campaign’s parent.
Marketing User
selected in User Details
SEE ALSO:
Clone a Campaign with Related Records
Campaign Fields
26
Clone a Campaign with Related Records

Clone a campaign record when it contains helpful details you want to use again. When you use
EDITIONS
the Clone with Related operation, you can choose which field values and related marketing assets
to copy to the new campaign. Available in: All Salesforce
When you clone a campaign using the Clone with Related action, you can choose which types of editions andall Account
related records to clone. For Salesforce-only users, you can include campaign member statuses. If Engagement editions using
you’re also using Account Engagement, you can select from snippet assignments, marketing forms, a Salesforce connector
marketing links, and landing pages.
• Only records from the current, selected business unit are cloned. USER PERMISSIONS
• When you create records through a clone operation, the new records count toward storage
To clone a campaign:
limits in Account Engagement and Salesforce.
• Marketing form records include forms and form handlers.
AND
• Marketing link records include custom redirects and files. Marketing User
• To continue using previously used snippets in a cloned campaign, select Snippet Assignments selected in User Details
during the clone operation.
Warning: In the new campaign record, some related record fields are overwritten with new
or altered data. Review Field Handling for Clone with Related on page 27 for more information.
1. Open a campaign record, and click the action menu.
2. Select Clone with Related.
3. Select the types of related records that you want to clone, and save your work.

The Clone with Related operation saves campaign field values and relationships to available asset records. Some fields are altered
during the clone process, such as the new campaign and asset IDs. Some fields can’t be duplicated, and appear blank on the new
campaign or asset records.
Allocations for Cloning Campaigns with Related Records
Each campaign cloning operation can support a certain number of related records.

The Clone with Related operation saves campaign field values and relationships to available asset
EDITIONS
records. Some fields are altered during the clone process, such as the new campaign and asset IDs.
Some fields can’t be duplicated, and appear blank on the new campaign or asset records. Available in: Salesforce
Usually, fields on a cloned asset record are copied to the new campaign 1:1. However, some records Classic (not available in all
handle certain fields differently in the cloned asset records, which are noted in this table. orgs) and Lightning
Experience
Field What Appears in the Cloned Affected Records Available in: Salesforce
Record Professional, Enterprise,
Name Formatted as “Old Record Name + All Performance, Unlimited,
Date_Time” and Developer Editions
Campaign Cloned campaign ID All
27
Field What Appears in the Cloned Record Affected Records

Created At Time when clone operation created the campaign All
Updated At Time when clone operation created the campaign All
Created By User who initiated clone operation All
Updated By User who initiated clone operation All
Archive Date This field is blank All
Bitly URL This field is blank Landing pages, custom redirects, files
Vanity URL This field is blank Landing pages, custom redirects, files
Other content fields URL strings are replaced with the URL of the cloned Landing pages, forms, form handlers,
records, using the primary domain used with Account custom redirects, files
Engagement
Form Cloned form ID Landing pages only
Allocations for Cloning Campaigns with Related Records

Each campaign cloning operation can support a certain number of related records.
EDITIONS
The related items included in this table refer to assets that are created in Account Engagement.
Type Related Item Description Maximum Classic (not available in all
orgs) and Lightning
Form A form 10 Experience
Form field An individual field from a form 50 Available in: Salesforce
Form field value An individual value used in 350
form field picklists
Form field conditional A conditional field in a form 5
Completion action A completion action that’s used 5

with a form, form handler,
custom redirect, or file
Form handler A form handler 10
Form handler field An individual field from a form 25

handler
File A file stored in Account 10

Engagement
Custom redirect A custom redirect 10
Prospect field dependency A dependent field in a form 25
Landing page A landing page 10
28
Type Related Item Description Maximum

Layout template region A saved region that’s used in a landing page 10
template

To organize campaigns and link them together, you can associate them with parent and child
EDITIONS
relationships in a campaign hierarchy. When you run reports, metrics from the child campaigns roll
up to the parent. Available in: Salesforce
You can create a robust hierarchy up to five levels deep. Classic (not available in all
orgs) and Lightning
1. Create or open the campaign record of a campaign that you want to use as a child.
Experience
2. In the Parent Campaign field, select the campaign to use as the parent.
USER PERMISSIONS
To view campaigns:
To view campaign
hierarchies:
AND
Read on the Parent
3. To see where in the hierarchy a campaign appears, open the campaign record and click View Campaign field on
Campaign Hierarchy. campaigns
Example: Christo wants to track his team’s email marketing efforts, so he creates the top-level To add, edit, or delete
campaign called Email Marketing. To organize his product communications, he creates several hierarchy columns:
campaigns to use as parents: Product Newsletter, All New Widgets, and Protect Your Purchase. • Modify All Data
He also creates quarterly campaigns for new products and separate campaigns to promote
service contracts. Each time he creates a new quarterly campaign, he adds the correct parent
campaign.
For his campaign hierarchy, he makes Product Newsletter the parent campaign for All New
Widgets and Protect Your Purchase. When he’s done, his hierarchy looks like this.
29
SEE ALSO:
Share Campaigns
Like all Salesforce objects, campaigns are governed by your sharing model. To make sure that the
EDITIONS
right colleagues have access to the right campaigns, a campaign owner can extend sharing for
your own campaigns one by one.
A campaign’s members and related assets are also governed by org-wide sharing settings. A Lightning Experience and
campaign owner can share a campaign with another user who can’t access certain related records. Salesforce Classic
When org-wide sharing settings are set to Public Full Access, the sharing options don't appear on Available in: Professional,
individual campaigns because they can't be shared further. Enterprise, Performance,
1. Open a campaign record and click Sharing (1). Unlimited, and Developer
Editions
USER PERMISSIONS
To view campaigns:
To share campaigns:
AND
Marketing User
AND
Campaign Owner on the
record
2. Click Add, and then select a user, group, role, or territory.
30
Sales Cloud Basics Manage Campaign Members
3. Save your work.

To view everyone with access to the campaign, open the action menu and select Sharing Hierarchy (2).
SEE ALSO:
Set Your Internal Organization-Wide Sharing Defaults
Track Campaign Field History

You can track the changes made to selected fields on the campaign. Each time a user modifies a
EDITIONS
tracked field, the date, time, user, and changes appear in the related list.
1. From the object management settings for campaigns, go to Fields & Relationships. Available in: Salesforce
2. Click Set Tracking History.
orgs) and Lightning
3. Select Enable Campaign Field History. Experience
4. Select the fields that you want to monitor, and save your work. Available in: Professional,
5. Go to Page Layouts for the campaign object, and add the Campaign Field History related list. Enterprise, Performance,
Unlimited, and Developer
Editions
USER PERMISSIONS
To view campaigns:
Manage Campaign Members

Add members to campaigns and update member statuses to keep your campaigns humming.
EDITIONS
Campaign Member Fields Available in: Salesforce

These fields (in alphabetical order) make up a campaign member. Classic (not available in all
orgs) and Lightning
Add Members to Campaigns Experience
Add members to campaigns to target the customers you want.
Accounts as Campaign Members Professional, Enterprise,
To support your account-based marketing efforts, you can add an account or a person account Performance, Unlimited,
to a campaign as a campaign member. Add accounts anywhere you normally add a campaign and Developer Editions
member, such as reports and related lists.
Work with Campaign Members
Update campaign members to accurately track your prospects.
31
Campaign Member Fields

These fields (in alphabetical order) make up a campaign member.
EDITIONS
You can edit most campaign member fields from the related record that the campaign member
was created from. Some aren’t visible or editable based on your page layout and field-level security Available in: Salesforce
settings. Classic (not available in all
orgs) and Lightning
Field Description Experience
Account ID The name of the account if the campaign member is based on an Available in: Salesforce
account. This field is available only if the Accounts as Campaign Professional, Enterprise,
Members setting is enabled. Performance, Unlimited,
Campaign The campaign that the lead or contact is related to.
Campaign Member The default currency for relevant fields on the campaign member.
Currency Amounts display in the campaign member’s currency and are also
converted to the user’s personal currency. Available only for
organizations that use multiple currencies.
Campaign Member The record type of the campaign member, which determines the
Type page layout available for the campaign member. (Read only)
City City portion of the lead or contact’s address.
Company The company, if the campaign member is based on a lead, or the

(Account) account, if the campaign member is based on a contact.
Contact The name of the contact, if the campaign member is based on a

contact.
Country The country for the lead or contact. Entry is selected from a picklist of
standard values or entered as text. The limit is 80 characters.
Created By The user who created the campaign member. (Read only)
Created Date The date that the campaign member was created. (Read only)
Description Description of the lead or contact.
Do Not Call Indicates whether the contact wants to be called.
Email Email address of the lead or contact.
Email Opt Out Indicates whether the contact wants to receive emails.
Fax Fax number of the lead or contact.
Fax Opt Out Whether the contact wants to be included in broadcast faxes.
First Name First name of the lead or contact.
First Responded Date the campaign member first responded. (Read only)
Date
Last Modified By User who last changed the campaign member record. (Read only)
32
Field Description
Last Modified Date The date that the campaign member record was last modified. (Read only)
Last Name Last name of the lead or contact.
Lead The name of the lead, if the campaign member is based on a lead.
Lead Source Source of lead, for example, Advertisement, Partner, or Web. Entry is selected from a picklist of
available values, which are set by an administrator. Each picklist value can have up to 40 characters.
Mobile The mobile phone number for the lead or contact.
Phone The phone number for the lead or contact.
Related Record The lead or contact related to this campaign. If the Accounts as Campaign Members setting
enabled, the related record can be an account.
Responded Indicates whether the campaign member has responded.
Salutation The salutation for addressing the person, for example, Mr., Ms., Dr., or Prof.
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.
Status The status of the campaign member, for example, sent or responded.
Street Street portion of the lead or contact's address.
Title The title of the lead or contact, for example, President.
Zip/Postal Code Zip or postal code portion of the lead or contact's address.
Add Members to Campaigns

Add members to campaigns to target the customers you want.
EDITIONS
Add Individual Leads, Contacts, or Person Accounts to Campaigns Available in: Salesforce
Hand-pick individual campaign members from contact, lead, or person account detail pages. Classic (not available in all
orgs) and Lightning
Add Campaign Members with Manage Members Experience
Learn how to successfully add campaign members from the Manage Members page.
Add Members by Account from a Campaign Page Professional, Enterprise,
Quickly add some or all of an account’s contacts to a campaign from the campaign detail page. Performance, Unlimited,
Add Campaign Members from an Account Page and Developer Editions
Choose campaign members from the Contacts related list on your accounts.
Add Multiple Contacts and Leads to Campaigns EDITIONS
Quickly add lots of contacts, leads, and person accounts as members to your campaigns at one
time.
Add Multiple Members to a Campaign from a List View
Save time by adding up to 200 members to a campaign at once from your lead or contact list views. Or update the member status
for members already associated with the campaign.
33
Add Campaign Members from Standard and Custom Reports

Adding members to a campaign is quick and easy when you add them from your lead, contact, and person account tabular, summary,
and matrix reports.
Import Campaign Members
Add contacts, leads, and person accounts to campaigns via the Data Import Wizard.
Add Existing Contacts to a Campaign with the Data Import Wizard
To add multiple contacts as members of a campaign, launch the Data Import Wizard from the campaign detail page.
Add Existing Leads to a Campaign with the Data Import Wizard
To add multiple leads as members of a campaign, launch the Data Import Wizard from the campaign detail page.
Add Existing Person Accounts to a Campaign with the Data Import Wizard
To add multiple person accounts as members of a campaign, launch the Data Import Wizard from the campaign detail page.
Create Contacts and Add Them to a Campaign with the Data Import Wizard
With a single import file, you can create multiple contacts at once and make them members of a campaign.
Create Leads and Add Them to a Campaign with the Data Import Wizard
To add multiple leads as members of a campaign, launch the Data Import Wizard from the campaign detail page.
34
Add Individual Leads, Contacts, or Person Accounts to Campaigns

Hand-pick individual campaign members from contact, lead, or person account detail pages.
EDITIONS
1. From a contact, lead, or person account detail page, go to the Campaign History related list
and click Add to Campaign. Available in: Salesforce
2. Specify the campaign.
orgs) and Lightning
3. On the Campaign Member Edit page, specify the campaign member status. Experience
4. Save your work. Available in: Salesforce
USER PERMISSIONS
To add or clone a campaign

member:
AND
Edit on leads and
contacts
AND
Marketing User
To edit individual campaign

members:
AND
Read or Edit on leads or
contacts
AND
Marketing User
35
Add Campaign Members with Manage Members

Learn how to successfully add campaign members from the Manage Members page.
EDITIONS
You can add leads and contacts as members of a campaign from the Manage Members page. To
add contacts to a campaign, the Add to Campaign checkbox must be enabled. Available in: Salesforce
Note: Before using the Manage Members page, verify that you are using a supported browser. orgs) and Lightning
Experience
1. Click Manage Members and choose Add Members - Search from the drop-down button on
a campaign detail page or the Campaign Members related list. Available in: Salesforce
2. On the Add Members subtab, select the Leads or Contacts radio button to add leads or Professional, Enterprise,
contacts, respectively.
3. Search for leads or contacts:
• You can specify search filters and click Go! USER PERMISSIONS
• Alternatively, you can select an existing view, such as all open leads, from the Use Existing
View drop-down list. Your results will display automatically. If you select an existing view, To add campaign members:
you can modify its criteria by adding or changing filters, and clicking Go!. • Edit on campaigns
AND
Note: You cannot modify filter criteria if you selected a view that uses advanced
Edit on leads and
options or that uses more than five filters. Filter criteria will be reflected in your search
contacts
results for these views, though not all filter criteria will display.
AND
4. Select the checkboxes next to the records you want to add. To select all records on the current Marketing User
page, select the checkbox in the header row. selected in User Detail
5. Select a status from the Add with Status drop-down list. To remove campaign
members:
A confirmation message will display and you will see the members you added on the Existing
Members subtab.
AND
Note: If you are unable to add contacts, enable the Add to Campaign checkbox:
Edit on leads or contacts
1. From the object management settings for contacts, go to Search Layouts.
2. Click Edit next to Contacts List View.
3. Select Add to Campaign.
4. Click Save.
The latest Manage Members page is not available in accessibility mode. In accessibility mode, you can still add contacts or leads to a
campaign, update campaign members, and remove campaign members using the campaign member wizards.
36
Add Members by Account from a Campaign Page

Quickly add some or all of an account’s contacts to a campaign from the campaign detail page.
EDITIONS
1. From the Campaign Members related list on a campaign, click Add Contacts.
2. Search for an account name.
3. Select some or all of the contacts that appear for the account. orgs) and Lightning
4. Click Next. Experience
5. Select a member status for the added members. Available in: Salesforce
6. Choose whether to apply the member status to selected leads or contacts who are already
members of the campaign.
7. Click Submit.
USER PERMISSIONS
To add multiple contacts,

leads, and person accounts
to campaigns:
• Marketing User
AND
Edit on campaigns
AND
Read on contacts, leads,
and person accounts
37
Add Campaign Members from an Account Page

Choose campaign members from the Contacts related list on your accounts.
EDITIONS
1. From an account detail page, go to the Contacts related list.
2. Add one or more contacts as campaign members.
• To add a single campaign member, choose Add to Campaign from the Actions menu orgs) and Lightning
next to the contact. Experience
• To add more than one member, click View All, then select campaign members and click
Add to Campaign. The maximum number of contacts viewable per page is 200. Professional, Enterprise,
3. Specify the campaign.
4. Specify the campaign member status.
5. Click Submit. USER PERMISSIONS

member:
AND
Edit on leads and
contacts
AND
Marketing User
To edit individual campaign

members:
AND
Read or Edit on leads or
contacts
AND
Marketing User
38
Add Multiple Contacts and Leads to Campaigns

Quickly add lots of contacts, leads, and person accounts as members to your campaigns at one
EDITIONS
time.
1. From the Campaign Members related list on a campaign, click Add Leads or Add Contacts. Available in: Salesforce
2. Select leads or contacts from the list, or search for specific leads or contacts.
orgs) and Lightning
3. Click Next. Experience
4. Select a member status for the added members. Available in: Salesforce
5. Choose whether to apply the member status to selected leads or contacts who are already Professional, Enterprise,
members of the campaign. Performance, Unlimited,
6. Click Submit.
USER PERMISSIONS
To add multiple contacts,

leads, and person accounts
to campaigns:
• Marketing User
AND
Edit on campaigns
AND
Read on contacts, leads,
and person accounts
Add Multiple Members to a Campaign from a List View

USER PERMISSIONS EDITIONS
To add contacts to a campaign: Marketing User selected in User Detail Available in: Salesforce
AND orgs) and Lightning
Edit on campaigns Experience
AND Available in: Salesforce
Edit on contacts Professional, Enterprise,
To add leads to a campaign: and Developer Editions
Marketing User selected in User Detail
AND
Edit on campaigns
AND
Edit on leads
To add person accounts to a campaign: Marketing User selected in User Detail

AND
39
Edit on campaigns
AND
Edit on contacts
Save time by adding up to 200 members to a campaign at once from your lead or contact list views. Or update the member status for
members already associated with the campaign.
1. Navigate to a contact or lead list view.
2. Select up to 200 records to add to a campaign.
3. Click Add to Campaign.
4. Enter the name of a campaign.
5. Select a member status for the new members.
6. Choose whether members already associated with the campaign keep their current status. If you want, update their status with the
one you selected for new members.
7. Add the members.
Add Campaign Members from Standard and Custom Reports

To add campaign members from a contact Marketing User selected in User Detail Available in: Salesforce
report: Classic (not available in all
Edit on campaigns Experience
Read on contacts Professional, Enterprise,
AND
Read on reports
To add campaign members from a lead Marketing User selected in User Detail
report:
AND
Edit on campaigns
AND
Read on leads
AND
Read on reports
To add campaign members from a person Marketing User selected in User Detail
account report:
AND
Edit on campaigns
AND
40
Read on contacts
AND
Read on reports
Adding members to a campaign is quick and easy when you add them from your lead, contact, and person account tabular, summary,
and matrix reports.
You can add campaign members from a report that returns lead, contact, or person account records. Verify that Detailed Rows is turned
on before you begin.
1. Make sure that the Detailed Rows setting is turned on.
2. Click the report’s action menu, and then select Add to Campaign. If the Add to Campaign button is disabled, modify your report
to return fewer than 50,000 records.
3. Enter or select the campaign to add these members.
4. Select a member status for the new members, or keep their current statuses.
5. Click Submit, and then check your email for a confirmation message.
6. In Salesforce Classic, use the Add to Campaign button to complete the operation. Review the confirmation screen, and then click
Done.
Be aware of these considerations when adding campaign members from a report:
• To add members to campaigns from custom reports, the report’s primary object must be a lead, contact, or person account.
• To add members to campaigns from reports in Lightning Experience, the custom report type must include the Full Name field.
• If you interrupt the add campaign members process, some members can still be added to the campaign. That’s because members
are added in batches.
• If you edit a record during the adding process, it isn’t added to the campaign.
• You can add active leads to campaigns—not converted leads. If converted leads appear on your report, don’t worry, only the active
leads are added to the campaign.
• The Add to Campaign button appears only in saved reports. The button doesn’t appear when you edit or preview a report.
Import Campaign Members

Add contacts, leads, and person accounts to campaigns via the Data Import Wizard.
EDITIONS
With the Data Import Wizard, a designated marketing user can use a CSV (comma-separated values)
file to import contacts, leads, or person accounts and track their responses at each stage of a Available in: Salesforce
campaign. Classic (not available in all
orgs) and Lightning
For example, you can mark each contact, lead, or person account as “Planned” at the beginning of
Experience
the campaign. Then mark them as “Responded” after they respond. These responses are referred
to as the member statuses. Available in: Salesforce
41
Add Existing Contacts to a Campaign with the Data Import Wizard

To add contacts that you own to a campaign Marketing User selected in User Detail Available in: Salesforce
via the Data Import Wizard: Classic (not available in all
Create on accounts Experience
AND
Edit on accounts and campaigns
AND
Import Personal Contacts
To add contacts owned by others to a Marketing User selected in User Detail

campaign via the Data Import Wizard:
AND
Create on accounts
AND
Read on contacts
AND
Edit on accounts, contacts, and campaigns
AND
Modify All Data
To add multiple contacts as members of a campaign, launch the Data Import Wizard from the campaign detail page.
Before you begin, make sure that your import file is in CSV format and contains values for these fields.
• Account: Salesforce ID
• Contact: Salesforce ID
Tip: To obtain Salesforce IDs or other values from your org, run reports and then export the report data.
These steps describe one recommended method of importing data. You can import data into Salesforce fields that aren’t listed here.
You can also customize your import by using other options that appear in the Data Import Wizard.
1. If you’re using Lightning Experience, from the campaign members related list, select Import Leads and Contacts. If you’re using
Salesforce Classic, from the campaign detail page, select Manage Members > Add Members - Import File.
The Data Import Wizard appears.
2. Select Accounts and Contacts, then select Update existing records.
3. Set Match Contact by to Salesforce.com ID.
4. Set Match Account by to Salesforce.com ID.
5. Select the CSV file that contains your import data, and click Next.
42
6. Map column headers from your CSV file to the Account: Salesforce ID and Contact: Salesforce ID fields.
7. Click Next.
8. Review the import settings, and then click Start Import.
When we finish importing your data, we notify you by email. Review the results and resolve any errors that occurred. A separate email
notifies you of campaign member job results.
Add Existing Leads to a Campaign with the Data Import Wizard

To add multiple leads as members of a campaign, launch the Data Import Wizard from the campaign
EDITIONS
detail page.
Before you begin, make sure that your import file is in CSV format and contains values for these Available in: Salesforce
fields. Classic (not available in all
orgs) and Lightning
• Salesforce ID of the lead
Experience
• Last Name of the lead
Tip: To obtain Salesforce IDs or other values from your org, run reports and then export the Professional, Enterprise,
report data. Performance, Unlimited,
These steps describe one recommended method of importing data. You can import data into and Developer Editions
Salesforce fields that aren’t listed here. You can also customize your import by using other options
that appear in the Data Import Wizard. USER PERMISSIONS
1. From the campaign detail page, select Manage Members > Add Members - Import File.
To add existing leads to a
campaign via the Data
2. Select Leads, then select Update existing records. Import Wizard:
• Marketing User
3. Set Match Lead by to Salesforce.com ID.
4. Select Assign leads to campaigns. AND
5. Select the CSV file that contains your import data, and click Next. Edit on campaigns
6. Select Assign contacts to campaigns. AND
7. Map column headers from your CSV file to these fields. Import Leads
• Salesforce ID of the lead
• Last Name of the lead
8. Click Next.
When we finish importing your data, we notify you by email. Review the results and resolve any errors that occurred.
43
Add Existing Person Accounts to a Campaign with the Data Import Wizard
To add multiple person accounts as members of a campaign, launch the Data Import Wizard from
EDITIONS
the campaign detail page.
orgs) and Lightning
• Salesforce ID of the contact associated with the person account
Experience
• Email
Tip: To obtain Salesforce IDs or other values from your org, run reports and then export the Professional, Enterprise,
report data. Performance, Unlimited,
These steps describe one recommended method of importing data. You can import data into and Developer Editions
Salesforce fields that aren’t listed here. You can also customize your import by using other options
that appear in the Data Import Wizard. USER PERMISSIONS
To add person accounts that
you own to a campaign via
2. Select Person Accounts, then select Update existing records. the Data Import Wizard:
• Create on accounts
3. For Match Lead by, select Salesforce.com ID.
AND
4. Select Assign person accounts to campaigns.
Edit on accounts
AND
6. Map column headers from your CSV file to these fields.
Import Personal
• Salesforce ID of the contact associated with the person account Contacts
• Email To add person accounts
owned by others to a
7. Click Next. campaign via the Data
8. Review the import settings, and then click Start Import. Import Wizard:
• Create on accounts
When we finish importing your data, we notify you by email. Review the results and resolve any
errors that occurred. AND
Edit on accounts and
contacts
AND
Modify All Data
44
Create Contacts and Add Them to a Campaign with the Data Import Wizard
To create contacts that you own and add Marketing User selected in User Detail Available in: Salesforce
them to a campaign via the Data Import Classic (not available in all
Wizard: AND orgs) and Lightning
Create on accounts Experience
AND
Edit on accounts and campaigns
AND
Import Personal Contacts
To create contacts owned by others and add Marketing User selected in User Detail
them to a campaign via the Data Import
Wizard: AND
Create on accounts
AND
Read on contacts
AND
Edit on accounts, contacts, and campaigns
AND
Modify All Data
With a single import file, you can create multiple contacts at once and make them members of a campaign.
Before you begin, make sure that your import file is in CSV format and contains values for these fields.
• Account: Account Name
• Contact: Email
• Contact: Last Name
• Contact: First Name
• Campaign Member: Campaign ID
• Campaign Member: Status
Tip: To obtain values that are already in your org, run reports and then export the report data.
These steps describe one recommended method of importing data. You can import data into Salesforce fields that aren’t listed here.
You can also customize your import by using other options that appear in the Data Import Wizard.
2. Select Accounts and Contacts, then select Add new and update existing records.
3. Set Match Contact by to Email.
45
4. Set Match Account by to Account Name and Account Site.

5. Select Assign contacts to campaigns.
• Account: Account Name
• Contact: Email
• Contact: Last Name
• Contact: First Name
8. Click Next.
When we finish importing your data, we notify you by email. Review the results and resolve any errors that occurred. A separate email
notifies you of campaign member job results.
Create Leads and Add Them to a Campaign with the Data Import Wizard
To add multiple leads as members of a campaign, launch the Data Import Wizard from the campaign
EDITIONS
detail page.
orgs) and Lightning
Experience
• Email
• Company Performance, Unlimited,
• Last Name and Developer Editions
• First Name (optional but recommended)
USER PERMISSIONS
Tip: To obtain values that are already in your org, run reports and then export the report
data. To create leads and add
These steps describe one recommended method of importing data. You can import data into them to a campaign via the
Salesforce fields that aren’t listed here. You can also customize your import by using other options Data Import Wizard:
that appear in the Data Import Wizard. • Marketing User
AND
Edit on campaigns
2. Select Leads, then select Add new and update existing records.
AND
3. Set Match Lead by to Email.
Import Leads
4. Select Assign leads to campaigns.
46

• Email
• Company
• Last Name
• First Name (optional but recommended)
7. Click Next.
When we finish importing your data, we notify you by email. Review the results and resolve any errors that occurred.
Accounts as Campaign Members

To support your account-based marketing efforts, you can add an account or a person account to
EDITIONS
a campaign as a campaign member. Add accounts anywhere you normally add a campaign member,
such as reports and related lists. Available in: Salesforce
Considerations for Using Accounts as Campaign Members Enterprise, Performance,
Before you start using Accounts as Campaign Members, review these considerations. Unlimited, and Developer
Editions
Enable Accounts as Campaign Members
To let users include accounts in campaign member lists and reports, turn on the feature and
update page layouts.
Adding Accounts as Campaign Members
You can view and manage accounts, including person accounts, as campaign members in a few locations.
Considerations for Using Accounts as Campaign Members

Before you start using Accounts as Campaign Members, review these considerations.
EDITIONS
• Accounts as Campaign Member supports accounts and person accounts. When you add a
person account as a campaign member, the record is added as a contact. Available in: Salesforce
• Campaign member reports and metrics can vary between Sales Cloud and Account Engagement, Essentials, Professional,
because Account Engagement doesn’t include accounts in its campaign member totals. Enterprise, Performance,
• When you set sharing rules on an object, the Controlled by Campaign Member option inherits Editions
sharing settings from leads, contacts, accounts, and person accounts.
47
Enable Accounts as Campaign Members

To let users include accounts in campaign member lists and reports, turn on the feature and update
EDITIONS
page layouts.
1. From Setup, in the Quick Find box, enter Account, and then select Accounts as Campaign Available in: Salesforce
Members. Essentials, Professional,
Enterprise, Performance,
2. Enable the feature.
3. For Account page layouts, add the Campaign History related list. Editions
4. To view accounts as campaign members in a custom report type, select the Campaign object
as primary and the Account object as secondary. USER PERMISSIONS
When you enable Accounts as Campaign Members, a new standard report, Campaigns with
To enable Accounts as
Accounts, becomes available. The Add to Campaign button also appears on any report that uses
Campaign Members:
Account as the primary object.
• Modify All Data
AND
View Setup and
Configuration
To add or edit accounts as
campaign members:
• Marketing User
AND
Edit and Read on
campaign
AND
Read on account
Adding Accounts as Campaign Members

You can view and manage accounts, including person accounts, as campaign members in a few
EDITIONS
locations.
Work with accounts as campaign members in the locations outlined in the table. Available in: Salesforce
• To add an account as a campaign member from an account record, find the Campaign History
related list, and then select Add to Campaign.
• To start from a campaign record, find the Campaign Members related list, and then select Add Editions
Account.
• To bulk import accounts as campaign members, open the Data Import Wizard, select the
Campaign Members, and follow the prompts.
Record Location What’s Shown

Account Campaigns related list Campaigns associated with any of the
account’s contacts.
Account Campaign History related list Campaigns that include the account as a
campaign member.
48
Record Location What’s Shown

Campaign Campaign Members related list Accounts that are campaign members.
Standard Report Campaigns and Campaign Members report Account records with a member type of
Account. The column formerly called
Lead/Contact ID is labeled Related Record
ID.
Standard Report Campaigns with Accounts report Relationships between campaigns and
accounts. This report becomes available
after you enable Accounts as Campaign
Members.
Custom Reports Object Types Account as a secondary object (when you

select Campaign as the primary object)
Note: In Salesforce Classic, the bulk add action isn’t available on the Campaign Member related list.
Work with Campaign Members

Update campaign members to accurately track your prospects.
EDITIONS
Displaying and Editing a Campaign Member Available in: Salesforce

From the campaign member detail page, you can edit, delete, or clone a campaign member Classic (not available in all
record. Additionally, if the campaign member is based on a lead, you can convert the lead; if orgs) and Lightning
the campaign member is based on a contact, you can create an opportunity. Experience
Campaign Member Task Overview Available in: Salesforce

Use the Manage Members page to search for, add, or edit multiple leads and contacts. To add Professional, Enterprise,
members one at a time, go to a member’s contact or lead detail page. With the Data Import Performance, Unlimited,
Wizard, you can add up to 50,000 leads, contacts, or person accounts at a time to a campaign.
You can also use the Data Import Wizard to update the statuses of up to 50,000 campaign
members at a time.
Manage Members with the Campaign Members Related List
Manage campaign members directly from a campaign detail page.
Editing Multiple Campaign Members
These are the steps to update the campaign member status, edit campaign member details, and remove campaign members from
the Manage Members page.
Add or Update Campaign Members with the Data Import Wizard
To add or update many campaign members at once, launch the Data Import Wizard from the campaign detail page.
Delete Individual Members from Campaigns
Remove individual campaign members from campaigns.
Delete Multiple Contacts and Leads from Campaigns
Save time by removing lots of campaign members from campaigns at a time while in accessibility mode.
49
Displaying and Editing a Campaign Member

From the campaign member detail page, you can edit, delete, or clone a campaign member record.
EDITIONS
Additionally, if the campaign member is based on a lead, you can convert the lead; if the campaign
member is based on a contact, you can create an opportunity. Available in: Salesforce
To view the campaign member detail page, click the campaign member's name in the Name, First Classic (not available in all
Name, or Last Name columns on the Campaign Members related list on a campaign detail page or orgs) and Lightning
on the Existing Members tab. Experience
Note: To view a campaign member, you must have permissions on the campaign and the Available in: Salesforce
lead or contact. For example, to view a campaign member created from a lead, you must be Professional, Enterprise,
able to view both the campaign and the lead. Performance, Unlimited,
To edit the campaign member detail page layout, from the object management settings for
campaign members, go to Page Layouts, and then click Edit next to the page layout name.
USER PERMISSIONS
Action Description To view, edit, or remove
Editing a Campaign To edit a campaign member, click Edit on the campaign member campaign members:
Member detail page, change the fields you want to update, then click Save. • Read on campaigns
Fields derived from the contact or lead can only be edited from the AND
lead or contact detail pages. If your administrator has enabled inline Read on leads
editing for your organization, you cannot use inline editing on the
AND
Status drop-down list on the campaign member detail page.
Read on contacts
Instead, click Edit on the campaign detail page to edit the Status
drop-down list. AND
Marketing User
Cloning a Campaign To clone a campaign member, click Clone on the campaign member selected in User Detail
Member detail page, then select a campaign and a contact or lead. Change
the fields you want to clone for the new campaign member, then To add campaign members:
click Save. • Read on campaigns
AND
Deleting a Campaign To delete a campaign member, click Delete on the campaign member
Member detail page. Deleting a campaign member record is permanent; the Edit on leads
record is not recoverable from the recycle bin. However, the original AND
lead or contact record is not deleted. Edit on contacts
Converting a Lead If the campaign member was created from a lead, you can click AND
Convert Lead on the campaign member detail page to convert the Marketing User
lead. When you convert a lead, the campaign member is still a part selected in User Detail
of the campaign, but its type changes from lead to contact.
Creating an Opportunity If the campaign member was created from a contact, you can click
Create Opportunity on the campaign member detail page to create
an opportunity. When you create an opportunity, the campaign
member is still a part of the campaign.
50
Campaign Member Task Overview

Use the Manage Members page to search for, add, or edit multiple leads and contacts. To add
EDITIONS
members one at a time, go to a member’s contact or lead detail page. With the Data Import Wizard,
you can add up to 50,000 leads, contacts, or person accounts at a time to a campaign. You can also Available in: Salesforce
use the Data Import Wizard to update the statuses of up to 50,000 campaign members at a time. Classic (not available in all
orgs) and Lightning
Adding Campaign Members Experience
You can add new members to a campaign: Available in: Salesforce

• Individually from the Campaign History related list on a contact, lead, or person account detail
page and Developer Editions
• By searching for contacts and leads from the Manage Members page
• From a campaign, contact, person account, or lead report
• From a list view of existing contacts or leads
• From a CSV import file of existing leads
• From a CSV import file of existing contacts
• From a CSV import file of existing person accounts
• From a CSV import file of new leads
• From a CSV import file of new contacts
Editing Campaign Members

You can edit the details of existing campaign members:
• Campaign History related list on a contact, lead, or person account detail page
• From the Campaign Members related list on a campaign detail page
• From the Manage Members page
Updating the Status of Existing Campaign Members

You can update the status of existing campaign members:
• From the Campaign History related list on a contact, lead, or person account detail page
• From a campaign, contact, person account, or lead report
• From a CSV import file of existing members
Removing Campaign Members

You can remove members of a campaign:
• From the Campaign History related list on a contact, lead, or person account detail page
• From the Campaign Members related list on a campaign detail page
51
Example Uses
• Create follow-up campaigns—Search for a custom list view of contacts or leads that is restricted to an earlier campaign and a certain
member status, such as “Attended”. Then add items from the generated list to a follow-up campaign. See Add Multiple Members
to a Campaign from a List View on page 39.
• Leverage reporting functionality—Customize a standard report or build a new custom report that returns a list of contacts, person
account, or leads that you want to target. With the click of a button, you can add the entire list to a campaign. See Add Campaign
Members from Standard and Custom Reports on page 40.
Manage Members with the Campaign Members Related List

Manage campaign members directly from a campaign detail page.
EDITIONS
Use the Campaign Members related list to:
• Add individual members by searching
• Add multiple members from an import file orgs) and Lightning
• Edit members Experience
• Update or remove existing members Available in: Salesforce
• Update member statuses from an import file Professional, Enterprise,
In Lightning Experience, the Campaign Members related list includes a chart showing the number
of campaign members with each campaign member status. The chart doesn’t appear for campaigns
with more than 10,000 members when sharing for campaign members is set to Controlled by Lead
or Contact and sharing for leads and contacts is set to private. USER PERMISSIONS

member:
AND
Edit on leads and
contacts
AND
Marketing User
To view and edit the

campaign members related
list:
AND
Read on leads or
contacts
AND
Marketing User
52
Editing Multiple Campaign Members

These are the steps to update the campaign member status, edit campaign member details, and
EDITIONS
remove campaign members from the Manage Members page.
Note: Before using the Manage Members page, verify that you are using a supported browser. Available in: Salesforce
1. Click Manage Members and choose Edit Members - Search from the drop-down button on orgs) and Lightning
a campaign detail page or the Campaign Members related list on a campaign detail page. Experience
2. On the Existing Members subtab, optionally enter filter criteria to find existing members and Available in: Salesforce
click Go!. Professional, Enterprise,
Note: For campaigns with campaign members created from both leads and contacts, and Developer Editions
you must have “Read” permission on leads and contacts to see all members. If you only
have “Read” on leads, you see only campaign members created from leads. If you only
have “Read” on contacts, you only see campaign members created from contacts. USER PERMISSIONS
3. Select the checkboxes next to the records you want to edit. To select all records on the current To view the Existing
page, select the checkbox in the header row. Members tab:
4. Optionally perform the following actions:
AND
• To change the campaign member status, select a status from the Update Status drop-down
Read on leads or
list. contacts
• To remove a member from a campaign, click Remove. AND
• To edit the details of a campaign member, click Edit. Marketing User
• To view, edit, delete, clone, a campaign member, click the campaign member's name in selected in User Detail
the Name column.
To update and remove
The latest Manage Members page is not available in accessibility mode. In accessibility mode, you campaign members:
can still add contacts or leads to a campaign, update campaign members, and remove campaign • Edit on campaigns
members using the campaign member wizards. AND
To update large numbers of campaign members, you can use the Data Loader application to export Edit on leads and
and then reimport campaign member data. Before uploading a CSV file with Data Loader, be sure contacts
to sort the file by Campaign ID. If you have problems reimporting your data, try splitting up the CSV AND
file into a few smaller files and uploading them separately. Marketing User
53
Add or Update Campaign Members with the Data Import Wizard

To add or update many campaign members at once, launch the Data Import Wizard from the
EDITIONS
campaign detail page.
Tip: To obtain Salesforce IDs or other values from your org, run reports and then export the Available in: Salesforce
report data. Classic (not available in all
orgs) and Lightning
Before you begin, make sure that your import file is in CSV format and contains values for these Experience
fields.
• Salesforce ID of the contact or lead. For person accounts, use the contact ID associated with Professional, Enterprise,
the person account as the Salesforce ID. Performance, Unlimited,
• Status of the campaign member and Developer Editions
• Campaign ID (if you’re on a non-campaign page and want to import records)
1. From the campaign detail page: USER PERMISSIONS
• To update campaign members, select Manage Members > Update Members - Import To add or update campaign
File. members via the Data
• To update campaign members, select Campaign Members, then select Update existing Import Wizard:
records. • Marketing User
selected in your user
The Data Import Wizard appears. information
2. Select the CSV file that contains your import data, and click Next. AND
3. Map column headers from your CSV file to Salesforce ID of the campaign member, the status Read on contacts OR
of the campaign member, and the campaign ID. Import Leads
4. Click Next. AND

Edit on campaigns
When we finish importing your data, we notify you by email. Review the results and resolve any
errors that occurred.
54
Delete Individual Members from Campaigns

Remove individual campaign members from campaigns.
EDITIONS
1. From a campaign detail page, go to the Campaign Members related list.
2. Find the campaign member you want to delete.
3. In Lightning Experience, click Delete from the drop-down menu on the member’s row. In orgs) and Lightning
Salesforce Classic, click Remove. Experience

USER PERMISSIONS
To delete an individual
campaign member:
AND
Read on leads and
contacts
AND
Marketing User
55
Delete Multiple Contacts and Leads from Campaigns

Save time by removing lots of campaign members from campaigns at a time while in accessibility
EDITIONS
mode.
1. From a campaign, click Manage Members. Available in: Salesforce
2. Click either Remove Members - Existing Contacts or Remove Members - Existing Leads.
orgs) and Lightning
3. Choose the campaign members that you want to remove from the campaign. Experience
4. When you are finished removing members from your campaign, click Done to exit the wizard. Available in: Salesforce
USER PERMISSIONS
To delete multiple existing

contacts and leads from
campaigns:
• Marketing User
AND
Edit on campaigns and
leads
AND
Read on contacts
56
Sales Cloud Basics Campaign Influence
Campaign Influence
Understand how your campaigns are affecting your opportunity pipeline.
EDITIONS
Customizable Campaign Influence and the legacy Campaign Influence 1.0 are available to Lightning
Experience customers. Campaign Influence 1.0 is supported only in Salesforce Classic. We recommend Campaign Influence 1.0
using Customizable Campaign Influence, which offers more flexibility and control.
To use Campaign Influence 1.0, an admin must disable Customizable Campaign Influence in Setup. Classic (not available in all
However, if you revert to version 1.0, your existing campaign influence records are deleted, which orgs)
can impact workflows and Apex rules.
Customizable Campaign Influence Performance, Unlimited,
Campaign Influence is a tool that helps you attribute a percentage of success to influential and Developer Editions
campaigns. Two versions are available: Campaign Influence 1.0 for Salesforce Classic and
Customizable Campaign
Customizable Campaign Influence for Classic and Lightning Experience. The customizable Influence (v2)
version offers more flexibility in how you assign influence to your marketing activities.
Available in: Lightning
Campaign Influence 1.0
Experience
Campaign Influence 1.0 helps identify the return on your campaign investments. It uses the
Campaign Influence object to make connections across contacts, campaigns, and opportunities. Available in: Salesforce
Campaign Influence 1.0 isn’t supported in Lightning Experience. To track influential campaigns Professional, Enterprise,
in Lightning Experience, switch to Customizable Campaign Influence. Performance, Unlimited,
Customizable Campaign Influence

Campaign Influence is a tool that helps you attribute a percentage of success to influential campaigns.
EDITIONS
Two versions are available: Campaign Influence 1.0 for Salesforce Classic and Customizable Campaign
Influence for Classic and Lightning Experience. The customizable version offers more flexibility in Available in: Salesforce
how you assign influence to your marketing activities. Classic (not available in all
Download the PDF Implementation Guide: Campaign Influence Implementation Guide orgs) and Lightning
Experience
How Customizable Campaign Influence Works Available in: Salesforce

Customizable Campaign Influence identifies revenue share with standard and custom attribution Professional, Enterprise,
models that you can update manually or via automated processes. Add Customizable Campaign Performance, Unlimited,
Influence data in related lists and reports so that your reps can understand which campaigns and Developer Editions
impact their opportunity pipeline.
Switching to Customizable Campaign Influence
Look at the differences between the two Campaign Influence features and consider what steps are necessary to prepare for transition.
Set Up Customizable Campaign Influence
Review prerequisites for Customizable Campaign Influence. Give users access, and create page layouts and reports to set up your
reps for success.
Use Customizable Campaign Influence
Customizable Campaign Influence is a flexible tool that combines sales and marketing data. Choose a predefined model or enter
custom influence percentages. To see how marketing efforts impact your pipeline, build reports and dashboards based on active
models.
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How Customizable Campaign Influence Works

Customizable Campaign Influence identifies revenue share with standard and custom attribution
EDITIONS
models that you can update manually or via automated processes. Add Customizable Campaign
Influence data in related lists and reports so that your reps can understand which campaigns impact Available in: Salesforce
their opportunity pipeline. Classic (not available in all
Influence models scan active campaigns to identify members who are also assigned a contact role orgs) and Lightning
on an open opportunity. A model creates a campaign influence record based on that relationship. Experience
Influence can be assigned manually on an opportunity record or automatically via Apex triggers or Available in: Salesforce
the API. After an opportunity’s stage is closed (won or lost), influence records are no longer created. Professional, Enterprise,
Campaign Influence considers every campaign member, regardless of their member status. Performance, Unlimited,
The Customizable Campaign Influence models rely on the Campaign object, the Opportunity object,
and a Campaign Influence junction object. When you enable Customizable Campaign Influence,
the standard objects CampaignInfluence and CampaignInfluenceModel are added to your org.
You can build a report or dashboard for any active influence model.
Access to Campaign Influence Records

Campaign influence records are exposed to users through related lists and reports. A related list shows data from one model at a time.
Choose which model you want to use, and set it as the default.
To allow users to add or edit campaign influence records from opportunity records, the default model must be custom and unlocked.
Note: In Salesforce Classic, the Influenced Opportunities related list displays an opportunity only if the influence is more than 0%.
In Lightning Experience, opportunity records display regardless of influence percentage.
Standard vs. Custom Models

The Primary Campaign Source model is the default model that comes with Customizable Campaign Influence. It assigns 100% influence
to the campaign noted in the Primary Campaign Source field on an opportunity. It uses auto-association, which means users can’t add
campaign influence records to the model manually.
Influence records that are created by the Primary Campaign Source model are recalculated when one of these events occurs.
• Any Customizable Campaign Influence setting is changed
• An opportunity’s Close Date is changed
• A member is added or removed from a campaign
• An account or opportunity is deleted or undeleted
If the Primary Campaign Source model doesn’t meet your business needs, you can create custom models. With a custom model, users
manually add or edit an influence percentage in the Campaign Influence related list on an opportunity record. Custom model settings
are unlocked by default, so that users can update records themselves. When a custom model is locked, it accepts updates via API only.
Note: Opportunities added by the primary source campaign field appear in Campaign Statistics only when the Primary Source
Campaign model is set as the default. If you’re using another model, the value shows opportunities added by auto-association
only.
The number of custom models you can create varies by your edition.
• Account Engagement Plus, Advanced, and Premium Editions: 5
• Account Engagement Growth Edition: 3
• Salesforce Performance and Unlimited Edition: 5
58
• Salesforce Professional and Enterprise Edition: 3

• Salesforce Developer Edition: 1
To preserve opportunity data, we don’t delete custom campaign influence records when you delete an associated campaign. You can
delete campaign influence records from the Opportunity related list or via the API.
Auto-Association Settings
Customizable Campaign Influence models use auto-association to create campaign influence records based on the criteria you set.
Criteria can include time frame and campaign types, and you can add other filters using standard fields. The same settings govern all
your models. You can set an auto-association time frame in Setup to limit when a member-contact relationship is considered influential.
To allow users to make their own choices about a campaign’s percentage of influence, create a custom model. Default and custom
models can use auto-association rules based on both standard and custom fields.
More Campaign Influence Models for Marketers

For users of both Sales Cloud and Account Engagement, choose whether to enable the Additional Campaign Influence Models: first
touch, last touch, and even distribution. When you enable one of these models, auto-association rules support standard fields only.
If you can’t or don’t enable these models, your access is limited to the Primary Campaign Source model and custom models only.
• First-Touch—Assigns 100% of influence and revenue earned to the first campaign a prospect touches. Even if a prospect interacts
with other marketing assets or activities, this model attributes all of the influence to the first touch. This model relies on the campaign
member’s Created Date and is for Account Engagement users only.
• Even-Distribution—Assigns an equal percentage of influence and revenue earned to every campaign a prospect touches. This model
is for Account Engagement users only.
• Last-Touch—Assigns 100% of influence and revenue earned to the last campaign a prospect touches before a deal is closed. No
matter what other campaigns the prospect has interacted with, this model attributes all influence to the final touchpoint. This model
relies on the Last Modified Date of the campaign member and is for Account Engagement users only.
SEE ALSO:
Create a Custom Campaign Influence Model
Add Influential Campaigns to an Opportunity
Switching to Customizable Campaign Influence

Look at the differences between the two Campaign Influence features and consider what steps are
EDITIONS
necessary to prepare for transition.
Feature Differences Classic (not available in all
orgs) and Lightning
Customizable Campaign Influence offers a few capabilities that aren’t found in the original version Experience
of Campaign Influence 1.0.
Feature Campaign Customizable Professional, Enterprise,
Influence Campaign Performance, Unlimited,
Influence and Developer Editions
Available in Salesforce Classic
Available in Lightning Experience
59
Feature Campaign Influence Customizable Campaign

Influence
Primary Campaign Source model
Primary Campaign Source field appears on related list (Opportunity

records)
Auto-association with opportunities
Multiple Attribution Models
Flexible Influence Attribution
Locked Models
API Access
Prepare to Switch
In addition, there are differences in how the feature looks and its expected behavior.
• User Permissions—Consider whether a user needs access to edit a campaign or opportunity to create campaign influence records.
Identify users with View permissions and verify their needs.
• Report Filters—The new Customizable Campaign Influence models aren’t compatible with Campaign Influence 1.0 reports. Create
reports that use the new objects and fields.
• Related Lists—The new Customizable Campaign Influence related lists are different from the lists used with Campaign Influence
1.0. Revisit your page layouts and make sure that the correct related lists are added.
• Data Discrepancy—Previously, campaign influence records were created each time a primary campaign source or contact role was
identified, even if the same record existed. Customizable Campaign Influence enforces unique relationships in a way that CI 1.0
didn’t, so some values can differ from your previous experience.
SEE ALSO:
Knowledge Article: Import records from Campaign Influence 1.0 into Customizable Campaign Influence
Set Up Customizable Campaign Influence

Review prerequisites for Customizable Campaign Influence. Give users access, and create page
EDITIONS
layouts and reports to set up your reps for success.
Enable Customizable Campaign Influence Classic (not available in all
When you’re ready to set up Customizable Campaign Influence, enable the feature in Setup orgs) and Lightning
and select or create the model you want to use. Experience
Add Customizable Campaign Influence Related Lists Available in: Salesforce

To view Customizable Campaign Influence records, add related lists to campaign, opportunity, Professional, Enterprise,
and account page layouts. Data in related lists is limited to the model marked as the default Performance, Unlimited,
model in Setup.
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A custom influence model allows users to manually identify how much a campaign influences an opportunity. You can also set up
triggers and processes that create campaign influence records.
Enable Customizable Campaign Influence

When you’re ready to set up Customizable Campaign Influence, enable the feature in Setup and
EDITIONS
select or create the model you want to use.
For Account Engagement users, we recommend turning on Connected Campaigns before you set Available in: Salesforce
up Customizable Campaign Influence. Connecting your campaigns shares Account Engagement Classic (not available in all
marketing data with Salesforce to give you a bigger picture of performance. orgs) and Lightning
Experience
1. From Setup, enter Influence in the Quick Find box, and then click Campaign Influence
Settings. Available in: Salesforce
2. Under Campaign Influence, select Enabled.
3. If you use Account Engagement, choose whether to enable Additional Campaign Influence and Developer Editions
Models.
These models don’t support custom fields in auto-association rule criteria.
USER PERMISSIONS
4. Open Auto-Association Settings and enter the criteria you want to use to limit associations
To enable Campaign
by time frame or field values.
Influence:
For best results, use the lookup icon to add multiple criteria in the Value fields. • Sales Cloud User,
Service Cloud User, or
CRM User permission
set license
AND
Customize Application
To view Campaign Influence

records:
• Campaign Influence
permission set
5. To review a model’s details, click Model Settings and edit a model from the list. AND
6. To show data in related lists, edit a model and select Default Model. Read on campaigns and
opportunities
SEE ALSO: AND
Connect Account Engagement and Salesforce Campaigns Marketing User
61
Add Customizable Campaign Influence Related Lists

To view Customizable Campaign Influence records, add related lists to campaign, opportunity, and
EDITIONS
account page layouts. Data in related lists is limited to the model marked as the default model in
Setup. Available in: Salesforce
To view and edit Campaign Influence related lists, users need the Campaign Influence permission Classic (not available in all
and a Sales User, Service User, or CRM User permission set license. orgs) and Lightning
Experience
Related List Page Layout Description Available in: Salesforce
Campaign Influence Opportunity Shows campaigns that have Professional, Enterprise,
touched the opportunity. Users Performance, Unlimited,
can create Campaign Influence
records from here.
Influenced Opportunities Campaign Shows opportunities influenced

by the campaign. Users can
edit Campaign Influence
records from here.
Campaign Influence Account Two charts show revenue share

grouped by individual
campaigns and by campaign
type. Expand the list to see
opportunities associated with
the account alongside related
campaign amount, revenue
share, and contact name.
In the Salesforce mobile app,
this related list doesn’t include
charts.
Note:
• To add additional fields to a related list, such as Lead ID, edit the related list in Page Layouts and select from the Available
Fields.Customizing Related Lists
• Some fields from Campaign Influence version 1.0 related lists aren’t available in Customizable Campaign Influence related lists.
Switching to Customizable Campaign Influence on page 59
62

A custom influence model allows users to manually identify how much a campaign influences an
EDITIONS
opportunity. You can also set up triggers and processes that create campaign influence records.
1. From Setup, enter Influence in the Quick Find box, and then click Model Settings. Available in: Salesforce
2. Click New Attribution Model.
orgs) and Lightning
3. Enter a name, unique name, and model description. Experience
4. To show the model’s data in related lists, select Default Model. Available in: Salesforce
5. To prevent users from creating or editing influence records, select Locked. Professional, Enterprise,
6. In the Record Preference dropdown, choose whether to create influence records for all records
or only for records with revenue attribution of more than 0%.
7. Save your work.
USER PERMISSIONS
Now that the model has been created, you can set up Apex triggers or create influence records via
the API. To create a custom model:
If your custom model is set as default, users can create influence records manually from an
opportunity’s Campaign Influence related list. AND
Read on campaigns and
opportunities
AND
Marketing User
Use Customizable Campaign Influence

Customizable Campaign Influence is a flexible tool that combines sales and marketing data. Choose
EDITIONS
a predefined model or enter custom influence percentages. To see how marketing efforts impact
your pipeline, build reports and dashboards based on active models. Available in: Salesforce
Add Influential Campaigns to an Opportunity orgs) and Lightning
When you’re using a custom model with Customizable Campaign Influence and the model set Experience
as the default, you manually create campaign influence records. Each time a campaign makes Available in: Salesforce
an impact on an opportunity, create a record that identifies the influential campaign, and enter Professional, Enterprise,
an attribution percentage. Performance, Unlimited,
Find Campaign Influence Results and Developer Editions
Customizable Campaign Influence offers a few ways to explore these influential relationships,
from the record-level to a more aggregate view.
63
Add Influential Campaigns to an Opportunity

When you’re using a custom model with Customizable Campaign Influence and the model set as
EDITIONS
the default, you manually create campaign influence records. Each time a campaign makes an
impact on an opportunity, create a record that identifies the influential campaign, and enter an Available in: Salesforce
attribution percentage. Classic (not available in all
orgs) and Lightning
Important: The Primary Campaign Source model uses an Opportunity field to assign
Experience
influence. To assign 100% of revenue share, enter a campaign in the Primary Campaign Source
field instead of creating a campaign influence record. Available in: Salesforce
1. On an opportunity record, find the Campaign Influence related list. Professional, Enterprise,
2. Click New. and Developer Editions
3. Enter a campaign name or search for one.
4. Enter an attribution percentage in the Influence (%) field. USER PERMISSIONS
To view, add, or update

campaign influence records:
• Read and Edit on
campaigns and
opportunities
AND
Marketing User
5. Click Save.
SEE ALSO:
Add Customizable Campaign Influence Related Lists
64
Find Campaign Influence Results

Customizable Campaign Influence offers a few ways to explore these influential relationships, from
EDITIONS
the record-level to a more aggregate view.
To get granular data about specific records, check out the related lists on opportunities, campaigns, Available in: Salesforce
and accounts. Classic (not available in all
orgs) and Lightning
To get a broader view of your opportunity pipeline, generate the standard report called Campaigns
Experience
with Influenced Opportunities (Customizable Campaign Influence). This report provides opportunity
data, such as amount, stage, and revenue share alongside helpful campaign details. The Contact Available in: Salesforce
column includes primary campaign members only. The Opportunity Contact Role object and Professional, Enterprise,
cross-filtering are not available in this report. After you generate a source report, you can create a Performance, Unlimited,
dashboard. and Developer Editions
For more control, build custom reports that show relationships such as these examples.
• Campaigns with Influenced Opportunities
• Opportunities with Campaign Influence
• Contacts with Campaign Influence
• Accounts with Campaign Influence
Campaign Influence 1.0

Campaign Influence 1.0 helps identify the return on your campaign investments. It uses the
EDITIONS
Campaign Influence object to make connections across contacts, campaigns, and opportunities.
Campaign Influence 1.0 isn’t supported in Lightning Experience. To track influential campaigns in Available in: Salesforce
Lightning Experience, switch to Customizable Campaign Influence. Classic (not available in all
orgs)
Important: For new users, Customizable Campaign Influence is enabled by default. Not sure
which version of Campaign Influence you have? Available in: Salesforce
Search Setup for campaign influence, and check the available pages. If the Model Professional, Enterprise,
Settings page appears, you’re using Customizable Campaign Influence. Performance, Unlimited,
Primary Campaign Source

Only one campaign in a related list can be marked as the primary campaign source, because it allocates 100% of the attribution to the
selected campaign. When you mark a campaign as primary, it’s added to the Primary Campaign Source field on the opportunity. For
more flexibility, check out Customizable Campaign Influence.
Opportunity statistics, such as Opportunities in Campaign and Won or Closed values, appear only on the campaign marked as the primary
source. Opportunity statistics don’t appear on other influential campaign records.
Before you select a primary source campaign, consider workflows or Apex rules that are triggered by changes to an opportunity record.
Auto-Association Settings
With Campaign Influence 1.0, you can choose whether to enable auto-association. When it’s turned on, influential campaigns are
automatically added to an open opportunity record when a campaign’s related contact is assigned an opportunity contact role. You
can also apply rules that specify which types of campaigns are considered influential.
65
• In the Campaign Influence Eligibility Limits section, the time frame field specifies a time period during which a campaign is considered
influential. The time frame is the number of days between the date that a contact is added to a campaign and when a related
opportunity is created.
• Eligibility limits work only when a contact is related to a campaign first and then assigned an opportunity contact role. Auto-association
ignores contacts who are added to campaigns after the related opportunity is created.
Example: Admin Kim enables auto-association and enters a Campaign Influence time frame of 10 days. Customer Gerrie engages
with an email and their contact record is added to the New Services campaign on June 15. The next day, Gerrie talks to Parul in
Sales, and Parul adds them to an opportunity and assigns an opportunity contact role. The New Services campaign is automatically
added to the Campaign Influence related list.
If Parul doesn’t assign an opportunity contact role to Gerrie, the campaign isn’t added to the related list by auto-association. If
Gerrie waits until June 26 to contact Sales, the campaign isn’t considered influential, so it isn’t added to the related list.
Configure Campaign Influence

To enable Campaign Influence 1.0, add the Campaign Influence related list to Opportunity page layouts and decide whether to
configure the optional auto-association settings.
Add Campaign Influence Manually
You can track campaign influence manually by adding it to the Campaign Influence related list. When you add to a campaign
manually, you don’t select a specific contact, so names and campaign member statuses aren’t shown.
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Configure Campaign Influence

To enable Campaign Influence 1.0, add the Campaign Influence related list to Opportunity page
EDITIONS
layouts and decide whether to configure the optional auto-association settings.
Note: This information applies only to Campaign Influence 1.0 and not to Customizable Available in: Salesforce
Campaign Influence . Classic (not available in all
orgs)
1. From Setup, in the Quick Find box, enter Opportunities, and select Page Layouts.
2. Select a page layout to work with.
3. Drag in the Campaign Influence related list. Performance, Unlimited,
4. To turn on auto-association, enter Influence in the Quick Find box, open Auto-Association
Settings, and then select Enabled.
5. To customize auto-association, enter a time frame or other rules to limit when a campaign is USER PERMISSIONS
auto-associated.
To set up Campaign
Influence:
6. Save your work.

When auto-association is enabled and the campaign meets the criteria that you specified, it’s added automatically to the related list on
an open opportunity. The entry includes the contact’s name, contact role, and campaign member status.
If you don’t enable auto-association, users manually add campaigns to the related list.
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Sales Cloud Basics Connect Account Engagement and Salesforce Campaigns
Add Campaign Influence Manually

You can track campaign influence manually by adding it to the Campaign Influence related list.
EDITIONS
When you add to a campaign manually, you don’t select a specific contact, so names and campaign
member statuses aren’t shown. Available in: Salesforce
Note: This information applies only to Campaign Influence 1.0 and not to Customizable Classic (not available in all
orgs)
Campaign Influence.
1. Open an opportunity record. Available in: Salesforce
2. Find the Campaign Influence related list, and click Add to Campaign. Performance, Unlimited,
3. Enter a campaign name or use the lookup. and Developer Editions
USER PERMISSIONS
To view the Campaign

Influence related list:
AND
Read on opportunities
To manually add influential

4. To allocate 100% of the influence to a campaign, select Primary Campaign Source.
campaigns:
You can select only one campaign as the primary campaign source. To change the selection, • Read on campaigns
deselect the checkbox on one campaign so that you can add it to another.
AND
Read and Edit on
opportunities
AND
Marketing User

If you’re new to Salesforce and Account Engagement, the Connected Campaigns feature is already
EDITIONS
partially enabled. Connect campaigns to save time, reduce clutter, and access valuable cross-product
features. For example, work with Campaign Influence attribution models, Engagement History, and Available in: Salesforce
Einstein Campaign Insights for a complete view of your business. Plus, you can work with prospects Classic (not available in all
and engagement data without leaving Salesforce. orgs) and Lightning
To streamline the way that you provide multifaceted campaign data to sales and marketing teams, Experience
connect your Salesforce and Account Engagement campaigns. As a prospect interacts with the Available in: All Account
marketing assets on a Account Engagement campaign, metrics are pushed to its equivalent Engagement Editions with
Salesforce record. From there, marketers can track influence, and sales users can clearly see the Salesforce Essentials,
prospect’s journey to becoming an opportunity. Professional, Enterprise,
Note: If you purchased Account Engagement after March 22, 2019, Connected Campaigns
is partially enabled by default. You can create campaigns in Salesforce only and have access
to Engagement History features.
Play a Demo: Enable Connected Campaigns (English Only)
68
Get Started with Connected Campaigns

If you purchased Account Engagement after March 22, 2019, Connected Campaigns is partially enabled by default. To configure
campaigns to work best for your business, complete a few tasks.
Considerations for Connecting Campaigns
If you’re setting up Connected Campaigns in a business unit with existing campaigns, keep these considerations in mind.
Migrate to Connected Campaigns
Use Salesforce campaigns to align with revenue teams and get access to Salesforce reporting and other platform functionality. To
activate these benefits, users who have Account Engagement campaigns must enable Connected Campaigns and map their records.
Campaign Member Sync
As you connect your campaigns, decide whether to sync prospects into those campaigns. When you turn on Member Sync for
connected campaigns, prospects appear in Salesforce as campaign members.
Engagement History for Campaigns
Together, Salesforce and Marketing Cloud Account Engagement track valuable engagement data that can tell you how well your
marketing assets resonate with your customer base. Turn on Engagement History in Salesforce and choose where to surface this
valuable data in the form of fields, related lists, and data visualization.
SEE ALSO:
Show Engagement History on Records
Connect Multiple Campaigns at Once
69
Get Started with Connected Campaigns

If you purchased Account Engagement after March 22, 2019, Connected Campaigns is partially
EDITIONS
enabled by default. To configure campaigns to work best for your business, complete a few tasks.
Note: Pardot is now known as Marketing Cloud Account Engagement. We wish we could Available in: Salesforce
snap our fingers to update the name everywhere, but you can expect to see the previous Classic (not available in all
orgs) and Lightning
name in a few places until we replace it, including in the app itself.
Experience
To work with Account Engagement Campaigns in Account Engagement Lightning App, add the
Account Engagement Campaigns tab to the navigation. Available in: All Account
Engagement Editions with
1. Open the Connected Campaigns page. Salesforce Essentials,
• In Account Engagement, open Settings and click Edit. Scroll to Connected Campaigns. Professional, Enterprise,
• In the Lightning app, select Account Engagement Settings and then Connectors. Click
to edit the Salesforce connector, and select the Campaigns tab.
2. In the campaign record types section, deselect Master Record Type. USER PERMISSIONS
3. Create a Account Engagement record type to use for syncing Salesforce campaigns. To connect campaigns:
a. From the Campaigns tab, click and select Edit Object. • Account Engagement
Administrator role
b. Click Record Types, and then New.
c. Create and save one or more record types to use with Account Engagement campaigns.
4. Create Salesforce campaigns for default Account Engagement campaigns.

a. From the Campaigns tab, click New.
b. Create three campaigns: Website Tracking, Email Plug-In, and Salesforce Sync.
5. From the Account Engagement Campaigns tab, map default Account Engagement campaigns.
a. For the Email Plug-In campaign, click the action menu and select Connect to CRM Campaign.
b. Select the Email Plug-In Salesforce campaign that you created in Step 4.
c. Repeat these steps for the Website Tracking and Salesforce Sync campaigns.
If you have any other existing Account Engagement campaigns, repeat steps 4 and 5 for them so that every campaign has a
counterpart. For a large number of existing campaigns, you can connect them in bulk on page 75.
6. Return to the Salesforce Connector setup page in Account Engagement Settings, and then enter a default campaign.
a. Open the Connector Settings tab, and select Automatically create prospects in Pardot if they are created as a Lead or
Contact in Salesforce.
b. In the dropdown, select the Salesforce Sync campaign that you created in Step 4.
7. Return to Connected Campaigns settings and turn over campaign management to Salesforce.
a. From the Salesforce Connector setup page, click Campaigns.
b. In the campaign record types section, select the Account Engagement record type that you created in Step 3.
c. Select Use Salesforce to manage all campaigns.
Now you’re ready to start creating Salesforce campaigns. Each time you create a campaign in Salesforce, an equivalent campaign is
created in Account Engagement. That Account Engagement campaign generates new prospects and tracks marketing engagement,
which appears as Engagement History on your campaign records.
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To automatically create lead records from new prospects, add an assignment completion action to your marketing forms.
To automatically add prospects as members to a campaign, create an automation.
Considerations for Connecting Campaigns

If you’re setting up Connected Campaigns in a business unit with existing campaigns, keep these
EDITIONS
considerations in mind.
Before You Start Classic (not available in all
orgs) and Lightning
• Create an equivalent Salesforce campaign for each Account Engagement campaign, including Experience
the default Account Engagement campaigns Website Tracking, Email Plug-In, and Salesforce
Sync. Available in: All Account
Engagement Editions with
• Organize and dedupe existing Account Engagement campaigns.
Salesforce Essentials,
• Create the Salesforce record types that you plan to use when syncing campaigns. Professional, Enterprise,
Requirements
• Connected Campaigns requires a verified Salesforce connector, a Salesforce login, and an admin
to enable the feature.
• For the best experience, don’t turn off Connected Campaigns after you turn it on.
About Record Types

Important: Where possible, we changed noninclusive terms to align with our company value of Equality. We maintained certain
terms to avoid any effect on customer implementations.
• To limit which counterpart campaigns are created in Account Engagement, use record types with Connected Campaigns. In the
Connected Campaigns settings, you can deselect record types, if they aren’t needed.
• For best performance, use record types to sync only the campaigns that you expect to connect frequently. It takes time to load all
the campaigns in the menu that you use to connect Salesforce campaigns—the fewer campaigns to choose from, the better.
• The Master record type is the default record type for new records. To avoid syncing unnecessary Salesforce campaigns, we recommend
that you don’t choose this record type. Work with your Salesforce admin to create alternate record types.
• To connect more than one Account Engagement business unit to a single Salesforce org, create different campaign record types
for each business unit.
After You Connect Campaigns

• Salesforce copies marketing forms, marketing links, and list emails from Account Engagement campaigns to their connected Salesforce
campaigns. This data counts against your company’s data storage limits.
• The Account Engagement campaign record becomes read-only, so always create campaigns from the Campaigns tab in Salesforce.
• When campaigns are connected, Salesforce replaces the values of these Account Engagement campaign fields, which can’t be
undone.
– Name
– Archive Date (maps to End Date on Salesforce campaigns)
– Cost
– Created By
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– Updated By
– Updated At
• Some actions associated with Account Engagement campaigns are removed. The Add Campaign and Connect to CRM Campaign
actions no longer appear on the Account Engagement Campaigns tab, and the Account Engagement Campaigns recycling bin is
no longer available.
• You can use only active campaigns in automations and completion actions.
Note: To support Account Engagement features available within Sales Cloud, Salesforce added a user called B2BMA Integration
User to all Salesforce customers who also have Account Engagement. This new user is read-only, doesn’t affect your Salesforce
license usage, and can’t access or update data by default. If you choose to opt in to the new Account Engagement features available
in Sales Cloud, this user enables campaign and engagement data to be shared and copied between the two systems.
SEE ALSO:
Account Engagement Integration User
Migrate to Connected Campaigns

Use Salesforce campaigns to align with revenue teams and get access to Salesforce reporting and other platform functionality. To activate
these benefits, users who have Account Engagement campaigns must enable Connected Campaigns and map their records.
Note: If you purchased Account Engagement after March 22, 2019, Connected Campaigns is partially enabled by default. Review
Get Started with Connected Campaigns on page 70 to find mapping and configuration instructions.
Enable Connected Campaigns

When you enable Connected Campaigns, decide which record types you want to connect and create.
Connect Individual Campaigns Between Account Engagement and Salesforce
You can map an Account Engagement campaign to a Salesforce campaign to track campaign activities.
The easiest way to audit and organize your campaigns in bulk is to download our mapping workbook. It contains your campaign
names and IDs in three worksheets. Copy and paste values from the workbook tabs to align the campaigns in the Connect tab. Then,
upload the completed file.
Connect Existing Campaigns with Salesforce Data Loader
Connect multiple existing Account Engagement campaigns to new Salesforce campaigns in bulk using Salesforce Data Loader.
SEE ALSO:
Salesforce Support Video: Enable Connected Campaigns | Account Engagement (Pardot)
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Enable Connected Campaigns

When you enable Connected Campaigns, decide which record types you want to connect and
EDITIONS
create.
orgs) and Lightning
Experience
Before you enable the feature or begin connecting campaigns, we recommend that you outline
how your campaigns relate to each other. Consider the following tasks. For best results, make sure Available in: All Account
that every campaign you want to use has a counterpart. Engagement Editions with
• Identify the Account Engagement campaigns that you want to keep. Do their equivalent Professional, Enterprise,
Salesforce campaigns exist? Performance, Unlimited,
• Identify the Salesforce campaigns that you want to keep. Do their equivalent Account and Developer Editions
Engagement campaigns exist?
• Identify which Account Engagement campaigns, if any, must stay in Account Engagement only. USER PERMISSIONS
• Create record types or assignments to organize your campaigns.
To connect campaigns:
When the preparation is complete, head over to Account Engagement Settings and get started • Account Engagement
with Connected Campaigns. Administrator role
Note:
• The B2BMA Integration user doesn’t need the Account Engagement Marketing User role
to enable and work with Connected Campaigns.
• Make sure that you create counterpart campaigns in Salesforce for Account Engagement
default and required campaigns, including Website Tracking and Salesforce Sync. If you
aren’t using the Email Plug-in campaign, delete it before you connect.
• A Account Engagement campaign is updated or created each time the Salesforce
campaign is edited by a person or process. To limit the number of campaigns created in
Account Engagement, identify a cut-off date for replication.
1. Open the Connected Campaigns page.

• In Account Engagement, open Settings and click Edit. Scroll to Connected Campaigns.
•
In the Lightning app, select Account Engagement Settings and then Connectors. Click to edit the Salesforce connector,
and select the Campaigns tab.
2. Select Enable Connected Campaigns and Engagement History.

3. Select the Salesforce campaign record types that can be connected.
4. Save your work.
The previous steps prepare your org for the alignment stage of setup. Unconnected campaigns continue to show in both places. Now,
your marketing team can connect campaigns individually or in bulk.
After they’re done, complete the setup process by giving Salesforce access to manage the campaigns.
1. On the same connector settings page, select Use Salesforce to manage all campaigns.
2. To reduce the number of campaigns that are replicated over time, enter a date under Limit Campaign Creation by Date.
3. To let Account Engagement users continue to see the remaining unconnected campaigns, select Show Unconnected Campaigns.
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Users now manage campaigns only in Salesforce.
SEE ALSO:
Salesforce Support Video: Enable Connected Campaigns | Account Engagement (Pardot)
Knowledge Article: Configuring Connected Campaigns: Recommended Order of Operations
Knowledge Article: Account Engagement (Pardot) - Connected Campaigns Setting are Not Getting Enabled
Knowledge Article: 'At least one Salesforce campaign record type must be enabled for connection' error in Connected Campaigns
Connect Individual Campaigns Between Account Engagement and Salesforce

You can map an Account Engagement campaign to a Salesforce campaign to track campaign
EDITIONS
activities.
1. Under Connected Campaigns settings, deselect Use Salesforce to manage all campaigns. Available in: Salesforce
2. Open the Account Engagement Campaigns page.
orgs) and Lightning
• In Account Engagement, select Marketing and then Campaigns. Experience
• In the Lightning app, select Account Engagement Campaigns. This tab isn’t visible by
Available in: All Account
default—an admin must add it. Engagement Editions with
3. Select the Unconnected Campaigns view.
4. For the Account Engagement campaign that you want to connect, click Connect to CRM Performance, Unlimited,
Campaign and then select the associated Salesforce campaign. and Developer Editions
SEE ALSO: USER PERMISSIONS

Account Engagement Integration User
To connect individual
campaigns:
• Account Engagement
Marketing role
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The easiest way to audit and organize your campaigns in bulk is to download our mapping workbook.
EDITIONS
It contains your campaign names and IDs in three worksheets. Copy and paste values from the
workbook tabs to align the campaigns in the Connect tab. Then, upload the completed file. Available in: Salesforce
Note: Pardot is now known as Marketing Cloud Account Engagement. We wish we could Classic (not available in all
orgs) and Lightning
snap our fingers to update the name everywhere, but you can expect to see the previous
Experience
If you have more than 500 campaigns, it can take some time to download the workbook. We send Available in: All Account
an email to notify you when the file is available. Engagement Editions with
Here are a few tools the workbook offers to help you avoid data-entry errors. Professional, Enterprise,
• When a campaign has the same name in both apps and you add it to the Connect tab, the Performance, Unlimited,
worksheet auto-fills the matching campaign. and Developer Editions
• When a row is complete, it turns green.
• When a campaign is added to the Connect tab, its corresponding row is highlighted in its USER PERMISSIONS
original tab, to indicate it's already been mapped.
To bulk connect campaigns:
• The Salesforce record type isn’t required to map campaigns, but it’s provided for your reference. • Account Engagement
• Sometimes, associated campaigns are aligned automatically, so you can skip over them. Administrator role
• You can upload only 3,000 rows on the Connect tab at one time. Split your import into multiple
batches, if needed.
• In Account Engagement, select Marketing and then Campaigns.
• In the Lightning app, select Account Engagement Campaigns. This tab isn’t visible by default—an admin must add it.
2. Click Connect Campaigns with Excel and download the workbook.

3. In the Pardot tab of the workbook, copy a value from the Name column. Then, paste it into the Pardot Name column of the Connect
tab.
4. In the Salesforce tab, copy the associated Salesforce campaign name. Back in the Connect tab, paste the name into the corresponding
Salesforce Name field.
5. Delete unused rows from the worksheet.
6. When you’re finished aligning all the campaigns you want, upload the file.
SEE ALSO:
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Connect Existing Campaigns with Salesforce Data Loader

Connect multiple existing Account Engagement campaigns to new Salesforce campaigns in bulk
EDITIONS
using Salesforce Data Loader.
orgs) and Lightning
Experience
Available in: All Account
• In Account Engagement, select Marketing and then Campaigns. Engagement Editions with
• In the Lightning app, select Account Engagement Campaigns. This tab isn’t visible by Salesforce Essentials,
default—an admin must add it. Professional, Enterprise,
2. Click Bulk Connect Pardot Campaigns to New Salesforce Campaigns. and Developer Editions
Salesforce exports the file NewConnectedCampaigns.csv, which contains a list of your
unconnected campaigns.
USER PERMISSIONS
3. If your org has required custom fields for campaigns, add a column for each custom field name
To connect campaigns with
to the CSV file.
Salesforce Data Loader:
4. Log in to • Account Engagement
Administrator role
https://developer.salesforce.com/docs/atlas.en-us.dataLoader.meta/dataLoader/inserting_updating_or_deleting_data.htm with
your Salesforce account credentials.
5. Select Data.
6. Select Show all Salesforce objects, and select Campaign.
7. Click Browse, and open the NewConnectedCampaigns.csv file.
8. Click Next and after the object and CSV file are initialized, click OK.
9. Salesforce Data Loader prompts you to map Salesforce campaign fields to the Account Engagement campaign fields in the CSV file.
Accept the default mappings. If you added custom field columns to the CSV file, find the field on the left and select its corresponding
CSV column.
10. Click Create or Edit a Map, select Auto-Match Fields to Columns, and then click OK.
A confirmation page shows the field mappings and the number of new Salesforce campaign records to be created.
11. Click Next, choose the folder to save the campaigns in, and select Finish.
Salesforce Data Loader reports the number of campaigns created and any failures. If a campaign fails to create, the reason is listed in the
ERROR column. After a short wait, the newly connected campaigns appear in the Connected Campaigns view on the Account Engagement
Campaigns page.
When you use Salesforce Data Loader to map campaigns, the Pardot Campaign ID field is added to your records for organization purposes.
This field isn’t shown on campaigns mapped via other methods, so we recommend that you don’t use the field in reports or page layouts.
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Campaign Member Sync

As you connect your campaigns, decide whether to sync prospects into those campaigns. When
EDITIONS
you turn on Member Sync for connected campaigns, prospects appear in Salesforce as campaign
members. Available in: Professional,
Considerations for Member Sync and Unlimited Editions and
When using Member Sync, keep these considerations in mind. All Account Engagement
Editions
Sync Campaign Members
To sync campaign members between Account Engagement and Salesforce, turn on Member
Sync.
Considerations for Member Sync

When using Member Sync, keep these considerations in mind.
EDITIONS
How It Works Available in: Salesforce

Warning: After you turn on Campaign Member Sync, we recommend that you keep it Performance, and
enabled at all times. The configuration affects other processes and can cause data discrepancies Unlimited Editions with any
if it’s disabled later. Account Engagement Edition
Campaign Member Sync shows your prospects in Salesforce as campaign members. The sync works
only from Account Engagement to Salesforce, so campaign member changes aren’t reflected in
associated Account Engagement campaigns.
Before you can use member sync, Connected Campaigns must be enabled. To sync a prospect, assign it to an Account Engagement
user and associate it with an Account Engagement campaign.
To indicate that a first touch came from an Account Engagement campaign, synced campaign members show a status of Connected.
If a campaign member is missing or doesn’t show a Connected status, verify that the prerequisites for syncing have been met.
• The connector user or integration user has Edit permission on Campaigns.
• Marketing User is selected on its Salesforce user record.
To add campaign members after the first touch, create a completion action. For more recent marketing engagement activity, view the
prospect record.
Other Considerations
• If the prospect shares an email address with another Salesforce contact, the record is synced as a contact. Otherwise, the prospect
syncs as a lead.
• When you enable Campaign Member Sync, prospects sync retroactively for campaigns that are already connected.
• Campaign Member Sync doesn’t archive or delete lead or contact records from Salesforce. Remove associated records from Salesforce
manually.
• The campaign member created date in Salesforce refers to when the prospect was synced, not the creation date in Account
Engagement.
• Campaign Member Sync works alongside other prospect syncing jobs.
• Expect slower sync times when a connected campaign has more than 10,000 prospects.
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Sales Cloud Basics Leads
Sync Campaign Members

To sync campaign members between Account Engagement and Salesforce, turn on Member Sync.
EDITIONS
Before you turn on Member Sync, make sure that the prospects you want to sync are assigned to
users. Next, turn on Connected Campaigns, and then return to Account Engagement Settings to Available in: Salesforce
enable Member Sync. Professional, Enterprise,
Performance, and
Warning: Enabling Campaign Member Sync is a permanent change and can’t be undone.
Unlimited Editions with any
1. Open the Connected Campaigns page. Account Engagement Edition
• In Account Engagement, open Settings and click Edit. Scroll to Connected Campaigns.
• In the Lightning app, select Account Engagement Settings and then Connectors. Click USER PERMISSIONS
to edit the Salesforce connector, and select the Campaigns tab. To turn on Member Sync:
2. Select Enable Campaign Member Sync. • Account Engagement
Administrator role
3. Save your work.
Allow some time for campaign members to show up in Salesforce campaigns.
Engagement History for Campaigns

Together, Salesforce and Marketing Cloud Account Engagement track valuable engagement data
EDITIONS
that can tell you how well your marketing assets resonate with your customer base. Turn on
Engagement History in Salesforce and choose where to surface this valuable data in the form of Available in: Salesforce
fields, related lists, and data visualization. Professional, Enterprise,
Performance, and
SEE ALSO: Unlimited Editions with
Account Engagement
Comparison of Engagement History Features
Growth, Plus, Advanced, or
Connect Account Engagement and Salesforce Campaigns Premium Edition
Leads
Track prospects apart from your contacts and opportunities with Salesforce lead records. After
EDITIONS
you’ve qualified your lead records, convert them to contacts and create accounts for them (if you
don’t already have the accounts in Salesforce). And hopefully, create opportunities to bolster your Available in: Salesforce
pipeline. Classic (not available in all
Regardless of whether you’re working in Lightning Experience or Salesforce Classic, you work with orgs) and Lightning
a list of leads. From the list, you quickly create, locate, and work with the leads you’re focusing on Experience
at the moment. Available in: Starter,
Associate relevant events and tasks with those leads. And convert your qualified leads to contacts Essentials, Group,
that have opportunities associated to them. For any lead records that you mark Unqualified, plan Professional, Enterprise,
to revisit them later to see whether those prospects’ needs for your products and services changed. Performance, Unlimited,
Pro Suite, and Developer
Editions with Sales Cloud
Set Up Leads
Configure leads to make them work for your sales department.
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Manage Leads
View, update, and convert leads as you build your pipeline.
Things to Know About Leads
Review considerations, guidelines, and tips for leads.
SEE ALSO:
View and Convert Leads on an Account
Set Up Leads
Configure leads to make them work for your sales department.
Configure Lead Management

Help your sales team track prospects and build a strong pipeline of opportunities. Your sales teams use Salesforce leads to work and
qualify their prospects with the goal of creating opportunities.
Define Default Settings for Lead Creation
Optimize lead management features for your sales teams so they can nurture leads efficiently. Prevent duplicate records when it’s
time to convert the leads to contacts, accounts, and opportunities.
Leads Created from Your Company’s Website
Gather information from your company’s website and automatically generate up to 500 new leads a day with Web-to-Lead.
Generate Leads from Your Website for Your Sales Teams
Automatically generate up to 500 leads per day with the prospecting data from your company’s website visitors. When you set up
Web-to-Lead, Salesforce captures prospects who provide contact information. You can also redirect prospects to other web pages
that are critical to campaign success.
Generate Leads with Buyer Assistant
Buyer Assistant bots include CRM-powered dialogs and automation flows that notify relevant team members when a customer is
chatting, intelligently route leads to your sales team, and schedule customer meetings for your sales team. After creating a buyer
assistant, you can personalize the conversation experience and adjust the built-in flows to meet your business needs. Get your buyer
assistant up and running quickly using the guided onboarding experience.
Generate Leads from LinkedIn Lead Gen Ads
Add another source of leads for your sales team by connecting LinkedIn Lead Gen advertisements to Salesforce. When prospective
customers fill out a form on your LinkedIn ad, we convert the data directly to new leads in Salesforce.
Let Users View and Edit Converted Leads
Assign the "View and Edit Converted Leads" permission to let marketing and sales operations users view converted leads. Users can
also edit converted leads.
Map Custom Lead Fields for Lead Conversion
Get the most out of records created from converted leads when you map custom lead fields to fields on the records they’re converted
to.
Enable Lead Conversion in the Salesforce Mobile App
In Salesforce for Android and iOS, users can convert leads in much the same way as the full Salesforce site. Make this option available
to sales reps in a few steps.
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Configure Lead Management

Help your sales team track prospects and build a strong pipeline of opportunities. Your sales teams
EDITIONS
use Salesforce leads to work and qualify their prospects with the goal of creating opportunities.
Using leads can give your sales staff instant access to the latest prospects and ensures that no leads Available in: Salesforce
are ever dropped. Successful lead management helps sales and marketing manage the inbound Classic and Lightning
lead process, track lead sources, and analyze return on their marketing investment. Experience
From Setup, get started using lead management. Available in: Starter,
• Turn on Lead Intelligence View (Lightning Experience only). Enter Lead Intelligence Essentials, Group,
View in the Quick Find box, then select Lead Intelligence View Setup. Turn on Lead
Intelligence View and add the Intelligence View button to your lead page layouts. To get the
most out of Lead Intelligence View, turn on Einstein Activity Capture and Activity Metrics.
• Go to the object management settings for leads. From the fields section, create custom lead
fields that track information specific to your company. Also, map your custom lead fields to
account, contact, and opportunity fields so that the data gets converted when users convert USER PERMISSIONS
leads. To choose the default status for new and converted leads, edit the Lead Status To set up leads:
picklist. • Modify Application
• Enter Lead Settings in the Quick Find box, then select Lead Settings to specify
your default lead settings. Users who convert leads become the new lead owner. To prevent
the Lead Status value from changing to the new owner’s default value, turn on Preserve Lead Status.
• Enter Assignment Rules in the Quick Find box, then select Lead Assignment Rules to set up lead assignment rules
that automatically assign leads.
• (Optional) Enter Web-to-Lead in the Quick Find box, then select Web-to-Lead to automatically capture leads from your
website.
• (Optional) if your business uses LinkedIn Lead Gen ads, enter LinkedIn Lead Gen in the Quick Find box, then click
LinkedIn Accounts.
• To let your marketing and sales operations teams edit converted leads, assign those users the "View and Edit Converted Leads"
permission.
• To create sales queues for leads or custom objects, from Setup, enter Queues in the Quick Find box, then select Queues.
SEE ALSO:
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Define Default Settings for Lead Creation

Optimize lead management features for your sales teams so they can nurture leads efficiently.
EDITIONS
Prevent duplicate records when it’s time to convert the leads to contacts, accounts, and opportunities.
1. From Setup, enter Lead Settings in the Quick Find box, then select Lead Settings, Available in: Salesforce
and then click Edit. Classic and Lightning
Experience
2. Define the default lead owner and lead conversion settings.
3. Save your settings. Available in: Starter,
Essentials, Group,
USER PERMISSIONS
To change lead settings:

Leads Created from Your Company’s Website

Gather information from your company’s website and automatically generate up to 500 new leads
EDITIONS
a day with Web-to-Lead.
If your company already has a form in which prospects enter their contact information, consider Available in: Salesforce
creating a jump page where prospects respond to a campaign. With a little extra HTML code, redirect Classic
that information to Salesforce to create leads.
Available in: Group,
81

Automatically generate up to 500 leads per day with the prospecting data from your company’s
EDITIONS
website visitors. When you set up Web-to-Lead, Salesforce captures prospects who provide contact
information. You can also redirect prospects to other web pages that are critical to campaign success. Available in: Salesforce
If you want to use spam filtering, you must have a reCAPTCHA key pair. Keep in mind that enabling Classic (not available in all
reCAPTCHA is optional. orgs) and Lightning
Experience
Important: reCAPTCHA is provided by Google. Make sure that reCAPTCHA is supported in
your geography. Available in: Essentials,
Group, Professional,
1. From Setup, enter Web-to-Lead in the Quick Find box, then select Web-to-Lead. Enterprise, Performance,
2. To enable or change Web-to-Lead settings, click Edit. Unlimited, and Developer
Editions
3. Optionally, select Require reCAPTCHA Verification to reduce spam and reject leads without
verification.
In orgs created after Winter ’19, this setting is enabled by default. USER PERMISSIONS
4. Optionally, specify a Default Lead Creator. This user is listed as Creator when a Lead is created To set up Web-to-Lead:
online. The default lead creator must have the Modify all Data and Send Email permissions and
they must both be granted via a permission set or a user profile. Don't use a combination of a To be the default lead
permission set and a user profile to grant these permissions to this user. creator for Web-to-Lead:
• Modify all Data
5. Optionally, specify a Default Response Template if you want to automate email replies to
prospects. You can set up response rules to use different email templates based on the AND
information prospects provide. If you do, the default response template is used when no Send Email
auto-response rules apply. Templates must be marked Available for Use.
6. Click Save.
7. To create a form that captures prospect details on your website, click Create Web-to-Lead Form, and then select fields you want
to include.
8. Select fields to include on your Web-to-Lead form. Use the Add and Remove arrows to move fields between the Available Fields list
and the Selected Fields list. Use the Up and Down arrows to change the order of the fields on your form.
• Select the Campaign field.
• For organizations using multiple currencies, add the Lead Currency field if you add currency amount fields, otherwise all
amounts are captured in your corporate currency.
• Use a custom multi-select picklist to allow potential customers to express interest in several products.
• For organizations using lead record types, select the Lead Record Type field if you want users to select a record type for
Web-generated leads.
9. If your organization uses the Translation Workbench or has renamed tabs, select the language for the form labels displayed on your
Web-to-Lead form. The source of your Web-to-Lead form is always in your personal language.
10. Specify the complete URL to direct users to after they submit their information and then click Generate. For example, you can use
your company's home page for a thank you page.
11. If you want to add a reCAPTCHA widget to the lead submission form, select Include reCAPTCHA in HTML.
• This setting is automatically selected and is read-only when Require reCAPTCHA Verification is enabled.
Note: If Include reCAPTCHA in HTML is selected but Require reCAPTCHA Verification isn’t, existing forms without
reCAPTCHA keep working and continue to generate leads. We recommend that you enable Require reCAPTCHA
Verification and then ensure that your HTML on your website includes the reCAPTCHA validation code.
82
• Specify the reCAPTCHA API Key Pair using the lookup.

• If you want to allow all traffic in the case that the Google reCAPTCHA servers aren’t available, select Enable server fallback.
12. Copy the generated HTML code and provide it to your company's webmaster so they can incorporate it into your website.
13. Click Finished.
To test the Web-to-Lead form:
1. Uncomment these three lines in your code by removing the  from the beginning and end of each line.



2. Replace <<add emailId here>> with your email address. When you submit the form, an email with debugging information
is sent to that address.
Remove these three lines or recomment them before releasing the Web-to-Lead page to your website.
Leads generated from your website are initially marked with the “default status” specified by the Lead Status picklist.
For web leads generated as part of a campaign, the member status of the new leads is set to the Member Status value specified
in the form. If the Member Status field isn’t included in the form, the member status is set to the value you specify as the “default”.
If you include the Campaign ID field on your form, Salesforce automatically inserts the lead as a campaign member. If you do, don’t
create any triggers or processes that insert campaign members from the generated leads.
In addition, new leads are marked as “Unread,” and are changed to “Read” when viewed or edited by the lead owner. Users can select
the My Unread Leads list view to quickly locate their new leads.
Note: Keep the following things in mind when setting up and working with Web-to-Lead.
• The format for date and currency fields captured online is taken from your organization’s default settings - Default Locale
and Currency Locale.
• The daily limit for Web-to-Lead requests is 500. If your organization exceeds its daily Web-to-Lead limit, the Default Lead
Creator (specified in the Web-to-Lead setup page) receives an email informing them the daily limit has been exceeded.
• If a new lead can’t be generated due to errors in your Web-to-Lead setup, Customer Support is notified so we can help you
correct it. Salesforce provides the standard Web-to-Lead form but can't support specific modifications to the form.
• Before creating records submitted via Web-to-Lead, Salesforce runs field validation rules. If any field values are invalid, no lead
record is created.
• All universally required fields must have a value before a record can be created via Web-to-Lead.
• Salesforce doesn't support rich text area (RTA) fields on Web-to-Lead forms. If you use RTA fields on your forms, any information
entered in them is saved as plain text when the lead is created.
• Web-to-Lead forms don’t validate the email address field. To validate email addresses of web-generated leads, create a validation
rule for the Email field on leads.
SEE ALSO:
Guidelines for Setting Up Web-to-Lead
Validation Rules
Define Validation Rules
Capture Leads in Essentials with Web to Lead
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Generate Leads with Buyer Assistant

Buyer Assistant bots include CRM-powered dialogs and automation flows that notify relevant team
EDITIONS
members when a customer is chatting, intelligently route leads to your sales team, and schedule
customer meetings for your sales team. After creating a buyer assistant, you can personalize the Available in: Lightning
conversation experience and adjust the built-in flows to meet your business needs. Get your buyer Experience
assistant up and running quickly using the guided onboarding experience.
Available with Sales Cloud
1. From Setup, in the Quick Find box, enter Buyer, and then select Buyer Assistant (Beta).
in Performance and
2. To create a buyer assistant for web, click Create. Unlimited Editions
3. Follow the guided onboarding experience. After you create your bot, assign the Messaging for Available with Sales
In-App and Web User permission set to your sales team and sales leaders who supervise your Engagement, which is
team. available in Performance
4. To continue setting your bot up for success, see Setting Up Einstein Bots for Sales. and Unlimited Editions, and
for an extra cost in
Professional and Enterprise
Editions
USER PERMISSIONS
To build and manage Buyer

Assistant bots:
• View Setup OR Lightning
User Experience
AND
OR Modify Metadata OR
Manage Bots

Add another source of leads for your sales team by connecting LinkedIn Lead Gen advertisements
EDITIONS
to Salesforce. When prospective customers fill out a form on your LinkedIn ad, we convert the data
directly to new leads in Salesforce. Available in: Lightning
Assign the new leads to the user or queue you choose. You can add up to 500 leads from LinkedIn Experience
per day. If the number exceeds the limit, we email the additional leads to the default lead creator
Available in: Essentials,
you designate in Setup.
Web-to-Lead must be turned on before you enable LinkedIn Lead Gen. ReCAPTCHA must be Enterprise, Performance,
disabled for Web-to-Lead. Unlimited, and Developer
editions
1. From Setup, enter LinkedIn Lead Gen in the Quick Find box. Then click LinkedIn
Accounts.
2. Connect a LinkedIn account to your Salesforce org. USER PERMISSIONS
Salesforce connects the ad accounts associated with this member account to your org. All forms To set up LinkedIn Lead Gen:
associated with these ad accounts generate leads in Salesforce. We recommend associating • Modify All Data
this member account with all your LinkedIn ad accounts and company pages.
3. Set up default values for leads from LinkedIn. From Setup, enter LinkedIn Lead Gen in
the Quick Find box. Then click Lead Gen Fields.
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4. Under Set Lead Defaults, enter values for the Default Lead Creator, Record Type, and Lead Source for leads generated from LinkedIn.
5. Under Map Form Data, choose lead fields to receive the data from LinkedIn about the form each lead comes from.
Standard fields must use the string, picklist, text area, phone, date, email, datetime, or boolean data type. Custom fields must use
the text or text area data type.
6. Under Map Lead Fields, choose lead fields to receive the data from LinkedIn about each lead.
Standard fields must use the string, picklist, text area, phone, date, email, datetime, or boolean data type. Custom fields must use
the text or text area data type.
7. Under Map LinkedIn Questions to Custom fields, choose custom lead fields to capture data from your LinkedIn custom form questions.
LinkedIn Lead Gen forms let you ask up to 3 custom questions of your leads. For example, you can ask what their occupation is.
When LinkedIn sends leads to Salesforce, it includes the text of each question and answer. Use a lead field to store each question
and another for the answer provided by the lead. This way you can report on questions and answers by filtering leads by questions
asked, using the fields you choose for the questions.
8. Under Consent Fields, choose the custom lead fields to capture data from your LinkedIn form consent fields.
LinkedIn consent fields let you track leads’ preferences about communication and privacy. For example, you can have a consent
called “Send me email” with a checkbox. In Setup, map one field to hold the name of the consent, “Send me email”. Map another
field to hold the response provided by the lead, either yes or no.
9. Under Hidden Fields, choose the custom lead fields to capture data from your LinkedIn form hidden fields.
To capture campaign-specific data for each lead, use LinkedIn hidden fields. Salesforce sorts LinkedIn hidden fields into alphabetical
order by field name before writing the values to the mapped fields. The first field in alphabetical order is always written to the first
mapped field, and so on. Be sure to map the LinkedIn hidden fields to your Salesforce fields in alphabetical order.
Note: Don’t change the field type of fields you map for LinkedIn Lead Gen. Doing so can cause the mapping to fail.
SEE ALSO:
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Let Users View and Edit Converted Leads

Assign the "View and Edit Converted Leads" permission to let marketing and sales operations users
EDITIONS
view converted leads. Users can also edit converted leads.
Salesforce periodically indexes your unconverted leads to make them searchable. After converting, Available in: Salesforce
a lead isn’t indexed again. If a lead converts before it’s indexed, or a user updates a lead after it Classic (not available in all
converts, it isn’t searchable. orgs) and Lightning
Experience
1. From Setup, enter Permission Sets. Click Permission Sets.
2. Click New. Available in: Starter,
Essentials, Group,
3. Enter a name for the permission set. Click Save. Professional, Enterprise,
4. Click App Permissions. Performance, Unlimited,
5. Click Edit. Editions with Sales Cloud
6. Under Sales, select the View and Edit Converted Leads permission.
7. Save the permission set. USER PERMISSIONS
8. From Setup, enter Users. Click Users.
To assign a permission set
9. Click the user you want to assign the new permission set to. to users:
10. Scroll to the Permission Sets related list and then click Edit Assignments. • Assign Permission Sets
11. Assign the permission set to the user and click Save.
The locations where converted leads appear depends on the interface you are using.
Where can I see converted leads? Lightning Experience Salesforce Classic The Salesforce
Mobile App
Recent Items list
Recent Records list in the Global Navigation tab
Global Search Results
Global Search Most Recently Used list
Recently Viewed list views
Campaign Member related list (only leads added after

conversion)
Custom Lead lookup fields
Lead reports
Recent Records on Home page
Users can’t unconvert leads.
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Map Custom Lead Fields for Lead Conversion

Get the most out of records created from converted leads when you map custom lead fields to
EDITIONS
fields on the records they’re converted to.
When sales reps convert qualified leads, the information from the standard lead fields appears in Available in: Lightning
standard fields for contact, account, and opportunity records. If you set up custom lead fields, you Experience and Salesforce
specify how that custom information converts to custom fields in accounts, contacts, and Classic
opportunities.
Available in: Starter,
1. From the object management settings for leads, go to the fields section, then click Map Lead Essentials, Group,
Fields. Professional, Enterprise,
2. For each custom lead field, choose a custom account, contact, or opportunity field into which
you want the information inserted when you convert a lead. In Lightning Experience, a custom
lead field can map to account, contact, and opportunity fields at the same time.
3. Save your work.
USER PERMISSIONS
Note: In Lightning Experience and Salesforce Classic, custom field mapping for lead
conversion is available in orgs that use APEX Lead Convert. Custom field mapping for lead To map lead fields:
convert is not available in orgs that use the older PLSQL Lead Convert. • Customize Application
If you have more than 500 lead fields, the lead field mapping page can become unresponsive.
Enable Lead Conversion in the Salesforce Mobile App

In Salesforce for Android and iOS, users can convert leads in much the same way as the full Salesforce
EDITIONS
site. Make this option available to sales reps in a few steps.
1. From Lightning Experience Setup, enter Lead Settings in the Quick Find Box. Then click Available in: Lightning
Lead Settings. Experience and Salesforce
Classic
2. Click Edit.
3. Select Enable Conversions for Salesforce Mobile. Available in: Starter,
Essentials, Group,
4. Save your changes. Professional, Enterprise,
SEE ALSO: Pro Suite, and Developer
Leads: What’s Different or Not Available in the Salesforce Mobile App
USER PERMISSIONS
To enable lead conversion

in the Salesforce Mobile
app:
Manage Leads
View, update, and convert leads as you build your pipeline.
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Lead Intelligence View

View lead activity and engagement metrics, see insights, take action, and update records all in one place in the Lead Intelligence
View.
Leads List View Home
Click the Leads tab to display the leads list view home page or the Lead Intelligence View.
Display and Edit Leads
Display, edit leads details, and share leads.
Converting Leads
After you qualify your leads, convert them to contacts, accounts, and opportunities.
Merge Duplicate Leads
Keep your records clean and free of duplicates so you can reach more customers and maintain better relationships with them.
Update Leads with Third-Party Data
Your Salesforce admin can set up features for comparing your leads to records from Lightning Data or Data.com. Depending on the
way your admin sets up these features, your leads are updated when information changes, and you can also review and update
leads manually.
Reassign Leads from a Queue
Accepting leads from a queue is an easy way to reassign leads to yourself.
Lead Sharing in Salesforce Classic
Extend sharing privileges beyond the basic sharing model for your own data on a lead-by-lead basis.
Lead Intelligence View

View lead activity and engagement metrics, see insights, take action, and update records all in one
EDITIONS
place in the Lead Intelligence View.
To see the Intelligence View, go to the Lead home page and click Intelligence View. To return to Available in: Lightning
the original list view, click List View. Experience
In the Intelligence View, you can quickly filter your leads, see aggregate activity statistics for the Available in: Starter,
resulting records, and take action to reach out, right from the Leads tab. Essentials, Group,
To see detailed activity for individual records, click the side panel icon next to the record name. The Professional, Enterprise,
side panel also includes email insights and Einstein Conversation Insights.
Lead activity metrics include: Editions with Sales Cloud
• Total Leads: The total number of leads that meet your filter criteria.
• No Activity: Leads with no completed activities. USER PERMISSIONS
• Idle: Leads with past activity, but no completed activities in the last 30 days.
To view Leads tab:
• No Upcoming: Leads with recently completed activity but no future activities scheduled. • Read on leads
• Overdue: Leads with activities that are overdue. To view leads:
• Due Today: Leads with activities due today. • Read on leads
• Upcoming: Leads with activities due in the next 30 days. To create leads:
Activity metrics include events as well as tasks. • Create on leads
Engagement metrics include:

• Leads not contacted
• Contact attempted
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• Engaged
• Meeting scheduled
• Meeting declined
• Disqualified
To see the Lead Intelligence View, your Salesforce administrator must turn it on in Setup and add the Intelligence View button to the
Lead List View button layout.
Leads List View Home

Click the Leads tab to display the leads list view home page or the Lead Intelligence View.
EDITIONS
To go to the list view home from the Intelligence View, click List View.
• In the Lead Views section, select a list view from the dropdown list to go directly to that list
page, or click Create New View to define your own custom view.
orgs) and Lightning
To view the leads in a queue, choose that queue list from the dropdown list. For every queue Experience
your administrator creates, Salesforce adds a corresponding queue list view. The org-wide
sharing model for an object determines the access users have to that object’s records in queues: Available in: Starter,
Essentials, Group,
– Public Read/Write/Transfer: Users can view and take ownership of records from any queue. Professional, Enterprise,
– Public Read/Write or Public Read Only: Users can view any queue but only take ownership Performance, Unlimited,
of records from queues of which they’re a member or, depending on sharing settings, if Pro Suite, and Developer
they’re higher in the role or territory hierarchy than a queue member. Editions with Sales Cloud
– Private: Users can only view and accept records from queues of which they’re a member
or, depending on sharing settings, if they’re higher in the role or territory hierarchy than a USER PERMISSIONS
queue member.
To view Leads tab:
Regardless of the sharing model, users must have the “Edit” permission to take ownership of
• Read on leads
records in queues of which they’re a member. Salesforce admins, users with the “Modify All”
object-level permission for Cases or Leads, and users with the “Modify All Data” permission, can To view leads:
view and take records from any Case or Lead queue regardless of their membership in the • Read on leads
queue. To create leads:
• Create on leads
• In the Recent Leads section, select an item from the dropdown list to display a brief list of the
top leads matching that criteria. From the list, you can click any lead name to go directly to the
lead detail. Toggle the Show 25 items and Show 10 items links to change the number of items that display. The fields you see are
determined by the “Leads Tab” search layout defined by your administrator and by your field-level security settings (available in
Professional, Enterprise, Unlimited, Performance, and Developer Editions). The Recent Leads choices are:
Recent Leads Choice Description

My Unread Leads The last ten or twenty-five leads assigned to you which you have
not yet viewed or edited. This list only includes records owned
by you.
Recently Viewed The last ten or twenty-five leads you viewed, with the most
recently viewed lead listed first. This list is derived from your
recent items and includes records owned by you and other users.
Recently Created The last ten or twenty-five leads you created, with the most
recently created lead listed first. This list only includes records
owned by you.
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• If Quick Create has been enabled by your administrator, you can add a new lead from the Quick Create area in the sidebar on the
leads homepage. Alternatively, click New next to the Recent Leads section to create a new lead.
• Under Reports, click any report name to jump to that report.
• In the Summary section, choose values and click Run Report to view a summary list of your leads.
• To manage your leads, select any of the links under Tools.
• If leads are shared with external contacts via Salesforce to Salesforce, choose one of the list views under Leads from Connections
to view leads that your business partners have shared with you.
Display and Edit Leads

Display, edit leads details, and share leads.
EDITIONS
• Display leads: Once you have located a lead on the leads home page, click the lead name to
display detailed information. Available in: Salesforce
If hover details are enabled, hover over any lookup field on the detail page to view key
orgs) and Lightning
information about a record before clicking into that record’s detail page. If your admin sets up
Experience
field validation rules for leads, Salesforce checks the lead field values whenever a lead owner
views an unread lead. If any of the fields contain invalid information, you’ll see an error. You Available in: Starter,
can correct the error by adding valid information to the field. Essentials, Group,
• Edit lead details: To update a lead, click Edit, and then change the fields you want to update. Performance, Unlimited,
Optionally, select the Assign using active assignment rule checkbox below Pro Suite, and Developer
the lead detail to automatically reassign it using the active lead assignment rule. If the Assign Editions with Sales Cloud
using active assignment rule checkbox is selected and no assignment rule
criteria is met, the lead is assigned to the Default Lead Owner. When you have finished, click USER PERMISSIONS
Save. You can also click Save & New to save the current lead and create another.
To view leads:
Open activities associated with a lead are not reassigned using the active lead assignment rule;
• Read on leads
to reassign a lead and its open activities, assign the lead to a new owner.
To change leads:
• Edit leads in list views: To update more than one lead from a list view in Salesforce Classic, select • Edit on leads
the leads you want to edit and then double-click the field value you want to change. To update
more than one lead status in Lightning Experience, select the leads you want to edit and then
choose Change Status from the Actions menu.
When updating Lead Statuses from a list view, all Lead Status values are available, even if your admin has created a Lead-based
process that limits the available statuses. To limit the available statuses to those supported by your lead process, update the Lead
Status from the lead details page.
• View lead updates and comments (Chatter): Display a Chatter feed of updates, comments, and posts about the lead.
• View your leads' social information: Use the Social Accounts and Contacts feature to view your leads’ social network profiles, see
their level of influence in social media, and watch related YouTube videos.
• View lead related lists: The lower portion of the display provides information related to the lead, including activities, notes, attachments,
and any campaigns associated with the lead. Your personal customization, and by any customization your administrator has made
to page layouts or your permissions to view related data determine the related lists you see. You can click individual items to display
more detail. To display more items in the related lists, click more at the bottom of the page.
Note: Hover over the links at the top of a detail page to display the corresponding related list and its records. If Chatter is
enabled, hover links display below the feed. An interactive overlay allows you to quickly view and manage the related list
items. Click a hover link to jump to the content of the related list. If hover links are not enabled, contact your Salesforce
administrator.
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• Share leads: In Professional, Enterprise, Unlimited, Performance, and Developer Edition organizations, share a lead with other users,
groups, or roles by clicking Sharing.
• Print leads: To open a printable display of the record details, in the top-right corner of the page, click Printable View
• To return to the last list page you viewed, click Back to list at the top of the lead detail page. If your organization has enabled
collapsible page sections, use the arrow icons next to the section headings to expand or collapse each section on the detail page.
Converting Leads
After you qualify your leads, convert them to contacts, accounts, and opportunities.
Convert Qualified Leads

Keep the sales process moving when you qualify a lead and then convert it to a contact. Relate that contact to either an existing
account in Salesforce, or an account that you create. And if the lead you’re converting results in a deal that looks promising, create
an opportunity record at the same time.
Troubleshoot Lead Conversion
If a lead doesn’t convert, try these tips to correct the issue.
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Keep the sales process moving when you qualify a lead and then convert it to a contact. Relate that
EDITIONS
contact to either an existing account in Salesforce, or an account that you create. And if the lead
you’re converting results in a deal that looks promising, create an opportunity record at the same Available in: Salesforce
time. Classic (not available in all
Watch a Demo (English only) orgs) and Lightning
Experience
When you convert leads to contacts or accounts, the process sometimes creates duplicate records.
If so, we show you a warning. Custom warnings set up by your administrator don’t appear during Available in: Starter,
lead conversion. When you begin to convert a lead, possible matches appear based on matching Essentials, Group,
rules using standard fields. When you click Convert, additional matches can appear based on Professional, Enterprise,
matching rules using custom fields. How these duplicate records are handled depends on how Performance, Unlimited,
your Salesforce admin has set up Apex Lead Convert and Duplicate Management. For example, Pro Suite, and Developer
your administrator can require that you resolve the duplicates before you finish converting. If your Editions with Sales Cloud
admin has created any cross-object duplicate rules, they aren't triggered during lead conversion.
Keep in mind that you can’t reverse lead conversion. After it’s converted, a lead record is no longer USER PERMISSIONS
searchable, unless your admin assigned you the View and Edit Converted Leads permission. The
To convert a lead:
new account, contact, or opportunity record created from the converted lead is searchable. In
• Create and Edit on
Lightning Experience, both the converted lead record and the new record based on the converted
leads, accounts,
lead are searchable. However, you can’t view or edit the converted lead record from the search contacts
results page.
AND
When converting a lead, attached files or notes become attached to the contact, account, and Convert Leads
opportunity records you associate with the converted lead. If you use Sales Engagement, the lead’s
completed cadence tasks don’t appear on the Activity Timeline of the new contact, account, or To relate the converted lead
opportunity. to a new opportunity:
• Create on opportunities
1. In a lead record, choose to convert the lead.
To relate the converted lead
2. Enter a name for an account that you’re creating, or select an existing account. to an existing opportunity:
3. Salesforce Classic only: If you update a person account, select the option to overwrite the lead • Edit on opportunities
source in the person account with the value from the lead. To avoid creating duplicate
4. Select a contact, or enter a name for a contact that you’re creating. records when converting
leads:
5. Enter a name for an opportunity that you’re creating, or, in Lightning Experience, select an • Require Validation for
existing opportunity. Up to 20 matching opportunities appear in the list. Converted Leads
6. Convert the lead.
7. Optionally, create a follow-up task.
Note: Some long-time Salesforce customers are still using an older lead convert process built with PLSQL instead of Apex. If your
org uses Lightning Experience and the old lead convert process, the convert window has fewer options. To use the newest lead
conversion window, your org must have enabled Apex Lead Convert. With its increased capability, flexibility, and efficiency, the
newest lead convert window is a great reason to make the free switch to Apex Lead Convert. To enable Apex Lead Convert, see
this Knowledge article and then contact Salesforce Support.
SEE ALSO:
Considerations for Converting Leads
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If a lead doesn’t convert, try these tips to correct the issue.
EDITIONS
Duplicate Account Warnings That You Can’t Dismiss Available in: Salesforce
When converting a lead to an existing account, you can encounter a duplicate account warning
orgs) and Lightning
that you can’t dismiss. Experience
This warning occurs when all the following conditions exist.
• Accounts has an active duplicate rule with matching rule criteria that refer to account fields Essentials, Group,
that are mapped for lead conversion. Professional, Enterprise,
• Any of the mapped fields referenced by the duplicate rule are blank on the existing account. Performance, Unlimited,
• The lead field values that populate the blank account fields match another account record.
When fields are mapped from leads to accounts for lead conversion, blank fields on the account
that you are converting to are updated with the values from the lead. However, in this situation,
you can’t ignore the duplicate warning and convert to the existing account. Salesforce asks you to
USER PERMISSIONS
choose one of the accounts identified as a duplicate or to convert to a new account. To convert leads:
To resolve this issue and convert to your chosen existing account: • Create and Edit on
leads, accounts,
• Cancel the lead conversion, and populate the blank mapped fields on the account before contacts, and
restarting the conversion. opportunities
or AND
• Remove the values from the lead for the mapped fields that are blank on the account. Convert Leads
If you aren’t sure which fields are mapped for lead conversion, consult your admin. To avoid creating duplicate
records when converting
leads:
SEE ALSO:
• Require Validation for
Convert Qualified Leads Converted Leads
Merge Duplicate Leads

Keep your records clean and free of duplicates so you can reach more customers and maintain
EDITIONS
better relationships with them.
Things to Know About Merging Duplicate Leads Classic and Lightning
Keep these considerations in mind when you merge duplicate lead records. Experience
Merge Duplicate Leads in Lightning Experience Available in: Starter,

Work only the prospects that matter. Merge duplicate leads using Lightning Experience. Essentials, Group,
Merge Duplicate Leads in Salesforce Classic Performance, Unlimited,
Work only the prospects that matter. Merge duplicate leads using Salesforce Classic. Pro Suite, and Developer
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Things to Know About Merging Duplicate Leads

Keep these considerations in mind when you merge duplicate lead records.
EDITIONS
Campaigns
When duplicate leads that are members of different campaigns are merged, Salesforce retains Available in: Salesforce
the campaign Member Status Updated date for each campaign the merged lead is a member Classic and Lightning
of. Experience
Related Items, Chatter Feeds, and Attachments Available in: Starter,

When duplicate records are related to items such as campaigns or activities, Salesforce relates Essentials, Group,
the items to the merged record, with some exceptions. Chatter feeds are retained from the Professional, Enterprise,
master record only. Salesforce Files attached in the Chatter feed or Files related list will be Performance, Unlimited,
retained in the merged record. Pro Suite, and Developer
Hidden and Read-Only Fields
Salesforce retains any data in hidden or read-only fields, such as sharing settings. from the
master record. Hidden fields aren’t shown while you merge. A merged record retains the Created By user and Created Date from
the oldest record merged, regardless of which record is the master. The record shows the merge date as the Last Modified By date.
Non-Master Leads
The non-master leads are moved to the Recycle Bin.
Merge Duplicate Leads in Lightning Experience

Work only the prospects that matter. Merge duplicate leads using Lightning Experience.
EDITIONS
Note: If duplicate leads aren’t getting flagged, see “Standard Contact Matching Rule and
Standard Lead Matching Rule” in Salesforce Help to learn how Salesforce identifies duplicate Available in: Lightning
records. Work with your Salesforce admin to fine-tune your matching rules if necessary. Experience
1. Choose a lead record. A message tells you if duplicates exist for that record. To see them, click Available in: Starter,
View Duplicates. Essentials, Group,
2. Choose up to three lead records to merge. Click Next. Performance, Unlimited,
USER PERMISSIONS
To view leads:
• Read on leads
To merge leads:
• Delete on leads
3. Choose one lead record as the master, and choose the field values that you want to keep. Click Next.
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4. Confirm your choices and merge.
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SEE ALSO:
Standard Contact and Lead Matching Rule
Things to Know About Matching Rules
Retain Recently Updated Data Privacy Records for Merged Leads and Contacts
Merge Duplicate Leads in Salesforce Classic

Work only the prospects that matter. Merge duplicate leads using Salesforce Classic.
EDITIONS
1. Select a lead record.
2. Click Find Duplicates.
3. Select up to three leads in the matching leads list that you want to merge. orgs)
If you want, enter a new lead name or company and click Search to find another lead to merge. Available in: Starter,
Salesforce performs a phrase search for matches in the Name and Company fields. It also Essentials, Group,
considers an implied wildcard after any entry. Search results include matches for any fields you Professional, Enterprise,
enter. For example, you enter Bob Jones who works at Acme. Search results include anyone Performance, Unlimited,
named Bob Jones at any company and any lead with Acme as a company. Pro Suite, and Developer
4. Click Merge Leads.
5. Select one lead as the “Master Record.” Salesforce retains any data from hidden or read-only
USER PERMISSIONS
fields in the Master Record. If you have the “Edit Read Only Fields” permission, you can select
which read-only fields to retain. Hidden fields don’t appear during the merge process. To view leads:
6. Select the fields that you want to retain from each record. • Read on leads
7. Click Merge. To merge leads:

• Delete on leads
8. Click OK.
SEE ALSO:
Update Leads with Third-Party Data

Your Salesforce admin can set up features for comparing your leads to records from Lightning Data or Data.com. Depending on the way
your admin sets up these features, your leads are updated when information changes, and you can also review and update leads manually.
SEE ALSO:
Use Third-Party Data to Update and Add Records to Salesforce
AppExchange: Lightning Data
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Reassign Leads from a Queue

Accepting leads from a queue is an easy way to reassign leads to yourself.
EDITIONS
1. Go to a list view that shows a lead queue. If you don’t see a lead queue, ask your admin to add
you as queue member. Available in: Salesforce
2. Select the leads you want to own.
orgs) and Lightning
3. Click Accept. Experience
To reassign a single lead from a queue, go to the record detail page and change the record owner. Available in: Starter,
Essentials, Group,
USER PERMISSIONS
To change or accept
ownership of leads from a
queue:
• Edit on leads
Lead Sharing in Salesforce Classic

Extend sharing privileges beyond the basic sharing model for your own data on a lead-by-lead
EDITIONS
basis.
Your administrator defines the sharing model for your company. And if that sharing model for leads Available in: Salesforce
is Private or Public Read Only, you can use lead sharing to increase access to your leads. You cannot, Classic (not available in all
however, restrict access beyond your company’s default access levels. orgs)
You can see sharing details when you click Sharing on the lead detail page. Available in: Starter,
Essentials, Group,
Things to Know About Leads

Review considerations, guidelines, and tips for leads.
Guidelines for Creating Leads

Get some guidance when you manually create leads to track your prospects.
Learn what happens to qualified leads when you convert them to accounts, contacts, and opportunities.
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Considerations for Deleting Leads

Understand what happens to the records associated with the leads you delete and who can delete converted leads.
Lead Fields
A lead has the following fields, listed in alphabetical order. Depending on your page layout and field-level security settings, some
fields aren’t visible or editable.
Lead Conversion Field Mapping
Learn how lead fields convert to contact, account, person account, and opportunity fields when you convert a lead.
Guidelines for Mapping Custom Lead Fields for Lead Conversion
Learn the best practices for mapping custom lead fields to custom fields in contacts, accounts, and opportunities. Mapping custom
fields helps your sales reps retain that important information when they convert qualified leads to track new potential deals.
Get Salesforce ready to gather information from your company’s website and automatically generate up to 500 new leads a day.
Not every Lightning Experience feature is in the Salesforce mobile app. Find out what’s different.
Leads FAQs
Find answers to common questions about leads.
Guidelines for Creating Leads

Get some guidance when you manually create leads to track your prospects.
EDITIONS
• From the Leads tab, you can automatically assign the lead using the active lead assignment
rule. To do so, select Assign using active assignment rules. If the active Available in: Salesforce
assignment rule assigns the lead to a queue, you must be a member of the queue or have View Classic (not available in all
All permission for leads. If you don't assign the lead using an assignment rule, the lead belongs orgs) and Lightning
to you. Experience
If you automatically assign the new lead, the record type of the lead can change, depending Available in: Starter,
on the behavior your admin specified for assignment rules. Essentials, Group,
• If your sales team uses divisions (Salesforce Classic only), the division of a new lead is Performance, Unlimited,
automatically set to your default division, unless you manually select a different one. Pro Suite, and Developer
• Your admin determines the default lead status for new leads. Editions with Sales Cloud
• The lead is marked Read and doesn’t appear in the My Unread Leads list view. In Salesforce
Classic, if you click Save & New, the lead is marked Unread.
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Learn what happens to qualified leads when you convert them to accounts, contacts, and
EDITIONS
opportunities.
When you convert qualified leads, Salesforce moves any campaign members to the new contacts. Available in: Salesforce
The leads become read-only records, unless your administrator gives you permission to edit them. Classic (not available in all
orgs) and Lightning
Salesforce attaches all activities from the converted lead to the resulting account, contact, and
Experience
opportunity, except activities initiated from a Sales Engagement cadence. If you delete one of these
activities from any of the resulting records, Salesforce also removes it from the other records. To Available in: Starter,
restore an activity to all resulting records, remove it from the recycle bin. You can assign the owners Essentials, Group,
of these new records, and schedule follow-up tasks. When you assign new owners, only the open Professional, Enterprise,
activities are assigned to the new owner. If you have custom lead fields, that information can be Performance, Unlimited,
inserted into custom account, contact, or opportunity fields. Your admin can also set up your custom Pro Suite, and Developer
lead fields to populate custom account, contact, and opportunity fields automatically. You can’t Editions with Sales Cloud
view converted leads, unless your admin has assigned you the "View and Edit Converted Leads"
permission. However, converted leads do appear in lead reports. Salesforce updates the Last
Modified Date and Last Modified By system fields on converted leads when picklist values included on converted leads
are changed.
Campaigns A lead can match an existing contact. If both records are linked to the same campaign, the campaign member status is
determined by whichever is further along in the campaign lifecycle. For example, if the lead member status is “sent” and
the contact member status is “responded”, the responded value is applied to the contact.
Related campaign information is always associated with the new contact record, regardless of the user's sharing access
to the campaign.
When more than one campaign is associated with a lead, the most recently associated campaign is applied to the Primary
Campaign Source field for the opportunity, regardless of the user's sharing access to the campaign.
Chatter When you convert a lead to an existing account, you don’t automatically follow that account. However, when you convert
the lead to a new account, you automatically follow the new account, unless you disabled feed tracking for accounts in
your Chatter settings.
Contacts to If your organization uses Contacts to Multiple Accounts, when you convert a lead to an existing contact, Salesforce creates
Multiple a relationship record that connects the contact to the lead’s account.
Accounts
Data.com / If you use Data.com Premium, when you add a lead from Data.com, a corresponding D&B Company record (if one exists
D&B in Data.com) is automatically created in Salesforce. The record is linked to the lead record via its D&B Company field. If
Company you later convert that lead:
• And if the account is created from the conversion, the lead’s Company D-U-N-S Number field value transfers to the
account’s D-U-N-S Number field, and the lead’s D&B Company field value transfers to the account’s D&B Company
field.
• Its Data.com Key field value transfers to the contact’s Data.com Key field.
If you use Data.com Corporate, no D&B Company record is created, but the lead’s Data.com Key field value transfers to
the contact’s Data.com Key field.
Divisions The new account, contact, and opportunity are assigned to the same division as the lead. If you update an existing account
during lead conversion, the account’s division isn’t changed, and the new contact and opportunity inherit the account’s
division.
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Duplicate When you convert leads to contacts or accounts, the process sometimes creates duplicate records. If so, we show you a
Management warning. Custom warnings set up by your administrator don’t appear during lead conversion. When you begin to convert
a lead, possible matches appear based on matching rules using standard fields. When you click Convert, additional
matches can appear based on matching rules using custom fields. How these duplicate records are handled depends on
how your Salesforce admin has set up Apex Lead Convert and Duplicate Management. For example, your administrator
can require that you resolve the duplicates before you finish converting. If your admin has created any cross-object
duplicate rules, they aren't triggered during lead conversion.
Enterprise Filter-based opportunity territory assignment isn’t triggered when an opportunity is created through lead conversion.
Territory
Management
Existing When updating existing accounts or contacts during lead conversion, the values of mapped lead fields don’t overwrite
Accounts the values of the mapped account and contact fields.
and If existing accounts and contacts share the names specified on the leads, you can choose to update the existing accounts
Contacts and contacts. Salesforce adds information from the lead into empty fields on the contact and account. Salesforce doesn’t
overwrite existing account and contact data with any lead data.
For the composite address field, which is made up of several individual fields, Salesforce only adds information to empty
individual fields on the contact and account.
When the State and Country/Territory picklists are enabled, the State/Province and Country fields on the lead only transfer
to the existing contact when both the State/Province and Country fields on the contact aren't set.
Be sure to verify the resulting data on the contact and account after lead conversion.
Health The fields Specialty and Birth Date are available for use only in Health Cloud. They don’t map to any fields when you
Cloud convert a lead because they don’t have equivalents on an account, contact, or opportunity.
List Emails When a lead converts, list email activities associated with the lead become associated with the contact but aren’t associated
with the resulting opportunity.
Local Lead Company Name (Local) on the lead automatically maps to Account Name (Local), along with their associated standard
Names name fields.
New When new accounts or contacts are created during lead conversion, the values of mapped lead fields overwrite the default
Accounts values of the mapped account and contact fields.
and
Contacts
Opportunity If there are required custom fields added to the Opportunity Contact Role object, users can't create opportunities during
Contact lead conversion. Because there's no field mapping between leads and opportunity contact roles, the required custom
Roles field can't be populated.
Person With person accounts enabled, you can convert leads to either person accounts or business accounts. In Lightning
Accounts Experience, leads that don’t have a value in the Company field are converted to person accounts. Leads that do have a
value in the Company field are converted to business accounts. In Salesforce Classic and the Salesforce mobile app, leads
without company information can still be converted to an existing business account.
To differentiate leads that convert to person accounts from leads that convert to business accounts, use different lead
record types and page layouts. Specifically, remove the Company field from the page layouts for leads that convert to
person accounts. Then, make the Company field required on the page layouts for leads that convert to business accounts.
In the Salesforce mobile app, you can't convert a lead to a person account if the person account name already exists.
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Record If the lead has a record type, the default record type of the user converting the lead is assigned to records created during
Types lead conversion.
The default record type of the user converting the lead determines the lead source values available during conversion.
If the desired lead source values aren’t available, add the values to the default record type of the user converting the lead.
For accounts, users can set an overall default record type as well as subdefault record types for business accounts and
person accounts. When converting leads, the overall default record type is used. Lead conversion doesn’t use subdefault
record types.
Salesforce When you convert a lead, Salesforce to Salesforce inactivates the shared record and updates the External Sharing related
to list in your connection's lead record with an Inactive (converted) status. Due to inactivation of the shared record, changes
Salesforce to the Lead Status during conversion aren't reflected in your connection's lead record.
Search Whether a converted lead is searchable differs for Salesforce Classic and Lightning Experience.
Salesforce Classic: After converting a lead, it’s no longer searchable. However, the new account, contact, or opportunity
record created from the converted lead is searchable.
Lightning Experience: The converted lead record and the newly created account, contact, or opportunity record are
searchable. However, you can’t access the converted lead record from the search results page to view or edit it. As you
type the lead name in the search box, you might see search suggestions for leads that you already merged as duplicates.
A delay in removing these converted leads from the search index causes this issue.
Standard The system automatically maps standard lead fields to standard account, contact, and opportunity fields.
and For custom lead fields, your administrator can specify how they map to custom account, contact, and opportunity fields.
Custom
Lead Fields The system assigns the default picklist values for the account, contact, and opportunity when mapping standard lead
picklist fields that are blank. If your organization uses record types, blank values are replaced with the default picklist
values of the new record owner.
Converting a lead sets the Unread field to false.
The lead's ConvertedDate field contains the date the lead was converted based on the current date in Greenwich Mean
Time (GMT). This field appears in some reports and shows the GMT date not adjusted to the user's local time zone. The
value stored in the lead's CreatedDate field includes both the date and time and is converted to the user's time zone.
Apex During lead conversion, triggers fire. Universally required custom fields and validation rules are enforced.
Triggers When updating a lead, triggers that cause the lead to convert can cause a warning. The warning indicates that the lead
is no longer accessible to the user because it’s been converted to a contact. Refer to the new contact instead.
If the Require Validation for Converted Leads checkbox on the Lead Settings page is deselected, Salesforce ignores lookup
filters when converting leads.
Converting leads with many associated events and tasks can result in Apex governor limit errors, especially if there are
triggers on the Task object. For more information about these limits, see Apex Governor Limits in Salesforce Developer
Help.
Workflow You can't convert a lead that’s associated with an active approval process or has pending workflow actions.
Converting a lead to a person account doesn’t trigger workflow rules.
When a lead is converted by someone who isn't the lead owner, all workflow tasks associated with the lead that are
assigned to that user, except email alerts, are reassigned to the lead owner. Workflow tasks assigned to users other than
the lead owner and lead converter aren't changed.
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If validation and triggers for lead conversion are enabled, then converting a lead can trigger a workflow action on a lead.
For example, if an active workflow rule updates a lead field or transfers the owner of a lead, that rule can trigger when
the lead is converted. However, because of the conversion, the lead isn’t visible on the Leads tab. Allow the workflow
process to finish before updating lead fields, otherwise save or lead convert fails. A workflow rule can create a task because
of a lead conversion. In that case, Salesforce assigns the task to the new contact and relates it to the associated account
or opportunity.
When you convert a lead, files and related records attached to the lead are attached to the resulting contact, account, and opportunity
records. Items from the following related lists on leads are carried over to the new or existing contact, account, and opportunity during
lead conversion.
Lead Related List Contact Account Person Account Opportunity

Open Activities
Activity History
Campaign History
HTML Email Status
Notes and Attachments
Files
Notes (new)
Content Deliveries
Social Posts When Social When Social

Customer Service is Customer Service is
turned on. turned on.
Social Personas When Social When Social

Customer Service is Customer Service is
turned on. turned on.
Marketing Actions
Other related records from custom objects aren’t attached to the resulting contact, account, and opportunity records.
SEE ALSO:
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EDITIONS
Campaigns
When duplicate leads that are members of different campaigns are merged, Salesforce retains Available in: Salesforce
the campaign Member Status Updated date for each campaign the merged lead is a member Classic and Lightning
of. Experience
Related Items, Chatter Feeds, and Attachments Available in: Starter,

When duplicate records are related to items such as campaigns or activities, Salesforce relates Essentials, Group,
the items to the merged record, with some exceptions. Chatter feeds are retained from the Professional, Enterprise,
master record only. Salesforce Files attached in the Chatter feed or Files related list will be Performance, Unlimited,
retained in the merged record. Pro Suite, and Developer
Salesforce retains any data in hidden or read-only fields, such as sharing settings. from the
master record. Hidden fields aren’t shown while you merge. A merged record retains the Created By user and Created Date from
the oldest record merged, regardless of which record is the master. The record shows the merge date as the Last Modified By date.
Non-Master Leads
The non-master leads are moved to the Recycle Bin.
Considerations for Deleting Leads

Understand what happens to the records associated with the leads you delete and who can delete
EDITIONS
converted leads.
• When you delete a lead, the lead record moves to the Recycle Bin. Associated notes, attachments, Available in: Salesforce
and activities are deleted along with the lead. If you restore the lead, any associated notes, Classic and Lightning
attachments, and activities are also restored. Experience
• Users without the View Converted Leads permission can delete converted leads via the public Available in: Starter,
API or tools that use the public API. Essentials, Group,
Lead Fields
A lead has the following fields, listed in alphabetical order. Depending on your page layout and
EDITIONS
field-level security settings, some fields aren’t visible or editable.
If the lead record was added from Data.com, certain fields, as identified here, are populated with Available in: Salesforce
the Data.com or Dun & Bradstreet (D&B) value, if a value is available. Some Data.com lead fields are Classic (not available in all
available only to organizations that use a specific Data.com product. orgs) and Lightning
Experience
Field Description Accepts Available in: Starter,
Data.com or Essentials, Group,
D&B Value Professional, Enterprise,
Address Street address for the lead, for example, 475 (Data.com) Performance, Unlimited,
Boardwalk Ave. Up to 255 characters are allowed in Pro Suite, and Developer
this field. Editions with Sales Cloud
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Field Description Accepts Data.com or

D&B Value
Annual Revenue Amount of annual revenue at lead’s company. (D&B)
Campaign Name of the campaign responsible for generating the lead. Displays
only when creating a lead. Data entered in this field is stored in the
Campaign History related list on the lead.
City City portion of the lead’s address, for example, San Francisco. Up to 40 (Data.com)
characters are allowed in this field.
Clean Status The record’s clean status, as compared with Data.com. Values are Not (Data.com)
Compared, In Sync, Reviewed, Different, Not Found,
and Inactive. This field is available if you use Data.com Prospector
or Data.com Clean.
Company Name of company with which lead is affiliated. Up to 255 characters (D&B)
are allowed in this field.
Company D-U-N-S Data Universal Numbering System (D-U-N-S) number is a unique (D&B)
Number nine-digit number assigned to every business location in the D&B
database that has a unique, separate, and distinct operation. D-U-N-S
numbers are used by industries and organizations around the world as
a global standard for business identification and tracking. This field is
available if you use Data.com Prospector or Data.com Clean.
To see the entire D-U-N-S number, either Until you add or clean the
record, its first five digits are masked with asterisks (*).
• Add the lead to Salesforce if you haven’t yet, or
• Clean the lead with Data.com if it already exists in Salesforce
Company Name Name of the company in the local language.

(Local)
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.
Created By User who created the lead, including creation date and time. (Read only)
D&B Company A link to the corresponding D&B Company record, which displays Dun (D&B)
& Bradstreet (D&B) fields for the lead. Use the lookup if you want to
associate a different D&B Company record with the lead. This field is
only available to organizations that use Data.com Prospector or Data.com
Clean.
Data.com Key The company’s ID in Data.com. When Salesforce records are compared (Data.com)
with Data.com records (via manual cleaning or automated clean jobs),
if Data.com finds a match, the two records are linked by this field’s
numeric value.
Description Description of the lead. Up to 32 KB of data is allowed in this field. Only

the first 255 characters appear in reports.
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D&B Value
Do Not Call Whether the contact wants to be contacted by phone. If you use
Data.com, the Phone field value is hidden from search results and on
the Contact Card, and it’s blank in .csv files that are created when
you export records.
Email Email address of lead. Must be a valid email address in the form: (Data.com)
[email protected]. Up to 80 characters are allowed in this field.
Click the email address in this field to send an email using your personal
email application. If the Gmail Buttons and Links feature is enabled, you
can click the Gmail link next to the field to send an email from your
Gmail account. See Gmail™ in Salesforce for more information.
Email Opt Out Whether the lead wants to receive email (false) or not (true). If you
use Data.com, the Email field value is hidden from search results and
on the Contact Card, and it’s blank in .csv files that are created when
you export records.
Engagement History A chart showing the lead's inbound and outbound engagements for
the last 30 days. Available with Sales Engagement.
Fax Lead’s fax number. Up to 40 characters are allowed in this field.
Fax Opt Out Lead hasn’t requested to be included in broadcast faxes.
First Name First name of the lead, as displayed on the lead edit page. Up to 40 (Data.com)
First Name (Local) First name of the lead translated into the local language.
Gender Identity The lead's personal and self-identified experience of their gender, which
do or don’t correspond to the lead’s designated sex at birth.
Industry Primary business of lead’s company. Entry is selected from a picklist of (Data.com)
available values, which are set by an administrator. Each picklist value
can have up to 40 characters.
Last Name Last name of the lead, as displayed on the lead edit page. Up to 80 (Data.com)
Last Name (Local) Last name of the lead translated into the local language.
Last Transfer Date The date the lead owner was last changed.
Lead Currency The default currency for all currency amount fields in the lead. Amounts
display in the lead currency and are also converted to the user’s personal
currency. Available only for organizations that use multiple currencies.
Lead Division Division to which the lead belongs. Available only in organizations that
use divisions to segment their data.
Lead Owner Assigned owner of the lead.
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D&B Value
Lead Record Type Name of the field that determines what picklist values are available for
the record. The record type can be associated with a lead process.
Available in Professional, Enterprise, Unlimited, Performance, and
Developer Editions.
Lead Source Source of lead, for example, Advertisement, Partner, or Web. Entry is (Data.com)
Lead Status Status of the lead, for example, Open, Contacted, Qualified. Entry is
Middle Name Middle name of the lead, as displayed on the lead edit page. Up to 40
characters are allowed for this field.
To enable this field, contact Salesforce Customer Support. Next, from
Setup, enter User Interface in the Quick Find box, then
select User Interface. Then select Enable Name Suffixes
for Person Names.
Middle Name (Local) Middle name of the lead translated into the local language.
for Person Names.
Mobile Cellular or mobile phone number. Up to 40 characters are allowed in

this field.
Modified By User who last changed the lead fields, including modification date and
time. Modified By doesn’t track changes made to any of the related list
items on the lead. (Read only)
Name Combined first name, middle name (beta), last name, and suffix (beta) (Data.com)
of lead, as displayed on lead detail page.
No. of Employees Number of employees at the lead’s company. (D&B)
Partner Account Read-only field that indicates the lead is owned by a partner user.
Phone Lead’s primary phone number. Up to 40 characters are allowed in this (Data.com)
field.
Pronouns The lead’s personal pronouns, reflecting their gender identity. The entry
is selected from a picklist of available values, which the administrator
sets. Maximum 40 characters.
Rating Indicates value or prospect of the lead, for example, Hot, Warm, Cold.
Entry is selected from a picklist of available values, which are set by an
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D&B Value
Read Flag indicating that the lead has been viewed or edited by the lead
owner. The flag isn’t shown on lead edit or detail pages. Leads marked
as “Read” don’t contain a check mark in the Unread column on leads
list views.
Salutation Title for addressing the lead, for example, Mr., Ms., Dr., or Prof. Entry is
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.
Suffix Name suffix of the lead, as displayed on the lead edit page. Up to 40
for Person Names.
Title Position of lead within his or her company. Up to 128 characters are (Data.com)
allowed in this field. When converting a lead to a person account, the
conversion fails if the lead Title field contains more than 80 characters.
Total Cadences The number of Sales Engagement cadences the lead is assigned to. This
field is only available in list views.
Unread Flag indicating that the lead hasn’t been viewed or edited by the lead
owner. The flag isn’t shown on lead edit or detail pages. Leads marked
as “Unread” contain a check mark in the Unread column on leads list
views. The Unread field is set to false when the lead is converted.
Custom Links Listing of custom links for leads as set up by your administrator.
Website URL of company’s website, for example, www.acme.com. Up to 255

characters are allowed in this field; only the first 50 are displayed.
ZIP ZIP code or postal code portion of the lead’s address. Up to 20 characters (Data.com)
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Lead Conversion Field Mapping

Learn how lead fields convert to contact, account, person account, and opportunity fields when
EDITIONS
you convert a lead.
When you convert lead records, standard lead fields map to contact, account, person account, and Available in: Salesforce
opportunity fields. If you use custom fields, your admin specifies the fields that they map to in your Classic (not available in all
newly created records. orgs) and Lightning
Experience
Lead Field Maps to Available in: Starter,
Address Account: Billing Address Essentials, Group,
Person Account: Mailing Address and Billing Address Performance, Unlimited,
Contact: Mailing Address Pro Suite, and Developer
Annual Account: Annual Revenue
Revenue Person Account: Annual Revenue
Campaign Opportunity: Primary Campaign Source

This field shows the campaign associated with a lead before conversion. The
campaign provides 100% of the amount revenue credit to the specified
campaign. For leads associated with multiple campaigns, Salesforce adds the
most recently associated campaign to the opportunity, even if the sales rep
can’t access that campaign.
City Account: Billing City

Person Account: Mailing City and Billing City
Company Account: Account Name

Contact: Account
Opportunity: Opportunity Name and Account Name
Company Account: Account Name (Local)

Name
(Local)
Country Account: Billing Country

Person Account: Mailing Country and Billing Country
Country Account: Billing Country Code

Code Person Account: Mailing Country Code and Billing Country
Code
Description Contact: Description
Do Not Call Contact: Do Not Call

This field isn’t updated for leads converted to existing contacts.
Person Account: Do Not Call
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Lead Field Maps to

Email Contact: Email
Person Account: Email
Email Opt Out Contact: Email Opt Out

This field isn’t updated for leads converted to existing contacts.
Person Account: Email Opt Out
Fax Account: Fax

Person Account: Fax
Contact: Fax
Fax Opt Out Contact: Fax Opt Out

Person Account: Fax Opt Out
First Name Contact: First Name

Person Account: First Name
First Name Contact: First Name (Local)

(Local) Person Account: First Name (Local)
Industry Account: Industry

Person Account: Industry
Informal Name Person Account: Informal Name
Last Name Contact: Last Name

Person Account: Last Name
Last Name Contact: Last Name (Local)

(Local) Person Account: Last Name (Local)
Latitude Account: Billing Latitude

Person Account: Mailing Latitude and Billing Latitude
Lead Owner Account: Owner

Contact: Owner
Opportunity: Owner
Lead Source Account: Account Source

Contact: Lead Source
Opportunity: Lead Source
Person Account: Lead Source
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Lead Field Maps to

Longitude Account: Billing Longitude
Person Account: Mailing Longitude and Billing Longitude
Middle Name Person Account: Middle Name
Mobile Contact: Mobile

Person Account: Mobile
No. of Employees Account: Employees

Person Account: Employees
Partner Account Opportunity: Partner Account

This field isn't updated for leads converted to existing opportunities. This field isn’t updated on new
opportunities if "Allow editing of the Partner Account field on opportunities and leads" is turned on in Digital
Experiences setup.
Phone Account: Phone

Person Account: Phone
Contact: Phone
Postal Code Account: Billing Postal Code

Person Account: Mailing Postal Code and Billing Postal Code
Rating Account: Rating

Person Account: Rating
Salutation Person Account: Salutation
State Account: Billing State

Person Account: Mailing State and Billing State
State Code Account: Billing State Code

Person Account: Mailing State Code and Billing State Code
Street Account: Billing Street

Person Account: Mailing Street
Suffix Person Account: Suffix
Title Contact: Title

Person Account: Title
Website Account: Website

Person Account: Website
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Opportunity Close Dates

During the lead conversion process, Salesforce automatically assigns close dates for the opportunities you create depending on the fiscal
year settings in Salesforce.
If the fiscal year in Salesforce is Salesforce assigns close dates for opportunities to
Standard The last day of the current fiscal quarter.
Custom The last day of the current fiscal period. If a fiscal year hasn’t been defined for the current
date, the close date is the end of the current calendar quarter.
Guidelines for Mapping Custom Lead Fields for Lead Conversion

Learn the best practices for mapping custom lead fields to custom fields in contacts, accounts, and
EDITIONS
opportunities. Mapping custom fields helps your sales reps retain that important information when
they convert qualified leads to track new potential deals. Available in: Lightning
• The following Lead custom field types can only be mapped to custom fields of the same data Experience and Salesforce
type. Classic
– Checkbox Available in: Starter,

– Currency Essentials, Group,
– Date
– Date/Time Pro Suite, and Developer
– Email Editions with Sales Cloud
– Geolocation
– Encrypted (Classic)
– Number
– Percent
– Phone
– Multi-select Picklist
– Long Text
– Rich Text
– URL
• Each target field can have only one source field mapped to it.
• You can map auto-number fields to field types text or text area.
• You can map text and text area fields to custom field types of text, text area, long text, and picklist. If you map to a picklist field, the
picklist must be unrestricted.
• You can map custom picklist fields to custom field types of text, text area, and picklist (unrestricted), but not long text.
• When mapping between picklist and text fields, your data truncates if the source field value is longer than the target field allows.
• Custom lookup fields can be mapped to a lookup field pointing to the same object. For example, a lead custom lookup field pointing
to the Account object can be mapped to a contact custom lookup field that also points to the Account object.
• When mapping custom lead fields, the selected account, contact, or opportunity field must be of equal or greater length.
• You can’t delete lead, account, contact, or opportunity fields included in Lead Custom Field Mapping. To delete a field, first remove
its mapping.
111
• You can’t change the field type of a field that’s included in Lead Custom Field Mapping. To change a field’s type, remove its mapping
first.
• When you uninstall a package that references fields included in Lead Custom Field Mapping, those custom field mappings are
deleted automatically.
• When mapping lead custom number, currency, or percent fields, the target field must have the same length and number of decimal
places.
• If you have more than 500 lead fields, the lead field mapping page can become unresponsive.
• Dependent picklist fields on leads can’t have a default value assigned. These fields are driven from the value selected in the controlling
picklist field. Field mappings defined between a controlling and dependent picklist are validated during lead conversion. These
mappings don’t allow any values other than the current value of the controlling picklist to be assigned to the dependent picklist.
• In Lightning Experience and Salesforce Classic, custom field mapping for lead conversion is available in orgs that use APEX Lead
Convert. Custom field mapping for lead convert is not available in orgs that use the older PLSQL Lead Convert.
• In orgs that use APEX Lead Convert, contact, account, and opportunity fields with field-level security settings are populated from
mapped lead fields.
Note: Don’t map custom formula fields to other formula fields or any other type of field.

Get Salesforce ready to gather information from your company’s website and automatically generate
EDITIONS
up to 500 new leads a day.
If you want to Make sure to Classic
Track special lead information Create custom lead fields and specify how you want them to map Available in: Group,
that standard fields for to custom fields for accounts, contacts, and opportunities during Professional, Enterprise,
Salesforce leads don’t lead conversion. Performance, Unlimited,
accommodate and Developer Editions
Validate email addresses for Create a validation rule for the Email field on leads.
web-generated leads USER PERMISSIONS
Automatically send prospects Create public email templates. You can set up email response To set up Web-to-Lead:
email after they’ve submitted rules to use different email templates depending on the • Customize Application
information through your information submitted. If you do, make sure to create one default
website template to send when none of your response rules apply.
Set the default status for new Use the Lead Status picklist to do so.
and converted leads
Assign leads to sales reps and • Create lead queues if you want to assign leads to queues
queues instead of individual sales reps.
• Choose a default owner of leads that fail to meet the criteria
in your assignment rule using Lead Settings.
• Determine how web-generated leads get assigned to users
or queues by creating a lead assignment rule and activating
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If you want to Make sure to

it. If the rule is inactive, all web-generated leads get assigned to the default owner you
specify in Lead Settings.
SEE ALSO:
Validation Rules
Define Validation Rules

• Lead conversion:
– You can create opportunities, but you can’t select existing ones.
– You can’t select lead sources across duplicate records. The lead source defaults to the duplicate contact.
– You can’t create related tasks during the conversion, but you can create tasks from the contact record.
– You can’t automatically notify owners of converted leads.
– Account details aren't auto-populated when creating an account.
– You can choose an existing account or create one. To create an account, tap the Account field on the record and select New.
– You can view Converted Leads only from the Recent Leads list view. Converted Leads don't appear in any other list views in
Salesforce for Android and iOS.
– You can convert leads without company information to existing business accounts even if person accounts are enabled. In
Lightning Experience, leads without company information must be converted to person accounts.
• The Find Duplicates and Unlock Record buttons aren’t available.

• You can’t merge leads.
• The Lead History related list isn’t available.
• When you add a lead, the Campaign field isn’t available. You can add a value to this field in the desktop Salesforce site.
Leads FAQs
Find answers to common questions about leads.
EDITIONS
• What Is a Lead?
• What are the advantages of using leads? Available in: both Salesforce
• Can I convert existing accounts or contacts into leads?
orgs) and Lightning
• How many leads can we capture from our website? Experience
• What if my company reaches the limit for web-generated leads?
• Can I capture leads from multiple web pages? Essentials, Group,
• Can I automatically email leads that come from my website? Professional, Enterprise,
• How can our webmaster test the Web-to-Lead page?
• Who owns new web-generated leads? Editions with Sales Cloud
113
• What status is assigned to web-generated leads?

• How can I be sure that leads aren’t lost?
• How can I tell which of my leads are new?
• What happens when I convert leads?
• How are lead fields mapped to other fields during conversion?
What Is a Lead?
Leads are people who are interested in your product and service. Converting leads to loyal customers provide success within a
business. By managing your leads in a systematic and structured way, you can increase both the numbers of leads you generate and
how many leads you convert.
What are the advantages of using leads?
Using leads allows your company to maintain two separate lists - one for prospective customers and one for existing customers.
You can store your prospects as leads, and then when a lead becomes qualified, you can convert it to an account, contact, and,
optionally, an opportunity.
Can I automatically email leads that come from my website?
Yes. You can create auto-response rules to email these prospects using templates that vary based on criteria that you set up.
Can I capture leads from multiple web pages?
Yes. Insert the generated HTML code into the web pages from which you want to capture leads. Whenever someone submits
information on any of those web pages, a lead is created.
Can I convert existing accounts or contacts into leads?
No. As an alternative, create an opportunity for the account or contact. If you prefer to use a lead, create a report containing the
accounts or contacts you want to convert into leads, export them, and then import them as leads.
How are lead fields mapped to other fields during conversion?
When you convert a lead, data in standard lead fields is transferred into standard account, contact, and opportunity fields. For custom
lead fields, the data is mapped to custom account, contact, and opportunity fields as specified by your admin.
How can I be sure that leads aren’t lost?
The daily limit for Web-to-Lead requests is 500. If your organization exceeds its daily Web-to-Lead limit, the Default Lead Creator
(specified in the Web-to-Lead setup page) receives an email containing the additional lead information.
How can I tell which of my leads are new?
When a lead is assigned to you, either manually transferred, imported, or generated from the web, the lead is marked as “Unread,”
that is, it has a check mark in the Unread column on leads list views.
How can our webmaster test the Web-to-Lead page?
Add the following line to your Web-to-Lead page code if you want to see a debugging page when you submit the form. Don't forget
to remove this line before releasing the Web-to-Lead page on your website.
How many leads can we capture from our website?
In Professional, Enterprise, Unlimited, Performance, and Developer Edition organizations, you can capture up to 500 leads in a 24-hour
period.
What happens when I convert leads?
When you convert a lead, Salesforce creates an account, contact, and optionally an opportunity, using information from the lead
you’re converting.
114
What if my company reaches the limit for web-generated leads?

The daily limit for Web-to-Lead requests is 500. If your company generates more leads than the maximum allowed, the Default Lead
Creator (specified in the Web-to-Lead setup page) receives an email containing the captured information. Contact Customer Support
if your company wants to generate over 500 Web-to-Lead requests per day.
What status is assigned to web-generated leads?
All new web leads are marked with a status equal to the “default status” that your administrator selects when editing the Lead Status
picklist values
Who owns new web-generated leads?
Your administrator can create a lead assignment rule to determine how web leads are automatically assigned to different users or
queues.
What Is a Lead?
Leads are people who are interested in your product and service. Converting leads to loyal customers provide success within a business.
By managing your leads in a systematic and structured way, you can increase both the numbers of leads you generate and how many
leads you convert.
What are the advantages of using leads?

Using leads allows your company to maintain two separate lists - one for prospective customers and one for existing customers. You
can store your prospects as leads, and then when a lead becomes qualified, you can convert it to an account, contact, and, optionally,
an opportunity.
Leads are especially useful if your company has two separate teams - one that handles lead generation and mass marketing and one
that handles sales. The lead generation team can concentrate their work on the Leads tab, and the opportunity team can use the Account,
Contact, and Opportunity tabs.
Can I automatically email leads that come from my website?

Yes. You can create auto-response rules to email these prospects using templates that vary based on criteria that you set up.
Can I capture leads from multiple web pages?

Yes. Insert the generated HTML code into the web pages from which you want to capture leads. Whenever someone submits information
on any of those web pages, a lead is created.
Can I convert existing accounts or contacts into leads?

No. As an alternative, create an opportunity for the account or contact. If you prefer to use a lead, create a report containing the accounts
or contacts you want to convert into leads, export them, and then import them as leads.
How are lead fields mapped to other fields during conversion?

When you convert a lead, data in standard lead fields is transferred into standard account, contact, and opportunity fields. For custom
lead fields, the data is mapped to custom account, contact, and opportunity fields as specified by your admin.
Any standard lead picklist fields that are blank inherit the default picklist value for accounts, contacts, and opportunities. If you use record
types, all records created during lead conversion adopt the default record type for the owner of the newly created account, contact, and
opportunity.
115
How can I be sure that leads aren’t lost?

The daily limit for Web-to-Lead requests is 500. If your organization exceeds its daily Web-to-Lead limit, the Default Lead Creator (specified
in the Web-to-Lead setup page) receives an email containing the additional lead information.
If a new lead cannot be generated due to errors in your Web-to-Lead setup, Customer Support is notified so that we can assist you in
correcting it.
Salesforce ensures that your leads aren’t lost if they are submitted during a scheduled Salesforce downtime.
How can I tell which of my leads are new?

When a lead is assigned to you, either manually transferred, imported, or generated from the web, the lead is marked as “Unread,” that
is, it has a check mark in the Unread column on leads list views.
To view your new leads, select the My Unread Leads list view on the Leads tab. When you view or edit an “Unread” lead, it is automatically
marked as “Read.”
How can our webmaster test the Web-to-Lead page?

Add the following line to your Web-to-Lead page code if you want to see a debugging page when you submit the form. Don't forget
to remove this line before releasing the Web-to-Lead page on your website.
<input type="hidden" name="debug" value="1">
How many leads can we capture from our website?

In Professional, Enterprise, Unlimited, Performance, and Developer Edition organizations, you can capture up to 500 leads in a 24-hour
period.
If your organization exceeds its daily Web-to-Lead limit, the Default Lead Creator (specified in the Web-to-Lead setup page) receives an
email informing them the daily limit has been exceeded. If your company regularly exceeds the Web-to-Lead limit, click Help & Training
at the top of any page and select the My Cases tab to submit a request for a higher limit directly to Salesforce.
When your organization reaches the 24-hour limit, Salesforce stores additional requests in a pending request queue that contains both
Web-to-Case and Web-to-Lead requests. The requests are submitted when the limit refreshes. The pending request queue has a limit
of 50,000 combined requests. If your organization reaches the pending request limit, additional requests are rejected and not queued.
Your administrator receives email notifications for the first five rejected submissions. Contact Salesforce Customer Support to change
your organization's pending request limit.
What happens when I convert leads?

When you convert a lead, Salesforce creates an account, contact, and optionally an opportunity, using information from the lead you’re
converting.
If the lead was also a campaign member, Salesforce associates the campaign member record with the new contact. The converted lead
becomes a read-only record. If existing accounts and contacts share the names specified on the leads, you can choose to update the
existing accounts and contacts. Salesforce adds information from the lead into empty contact fields; Salesforce doesn’t overwrite existing
account and contact data.
When you convert a lead to a new or existing contact, Salesforce adds the contactCreatedByLead or
contactUpdatedByLead system field to the contact. You can see these fields in the History related list for the contact. The value
of these fields is null; their presence on a contact indicates that the contact was created or updated from a lead.
Salesforce attaches all activities from the converted lead to the resulting account, contact, and opportunity, except activities initiated
from a Sales Engagement cadence. If you delete one of these activities from any of the resulting records, Salesforce also removes it from
116
Sales Cloud Basics Turn Opportunities into Deals
the other records. To restore an activity to all resulting records, remove it from the recycle bin. You can assign the owners of these new
records, and schedule follow-up tasks. When you assign new owners, only the open activities are assigned to the new owner. If you have
custom lead fields, that information can be inserted into custom account, contact, or opportunity fields. Your admin can also set up your
custom lead fields to populate custom account, contact, and opportunity fields automatically. You can’t view converted leads, unless
your admin has assigned you the "View and Edit Converted Leads" permission. However, converted leads do appear in lead reports.
Salesforce updates the Last Modified Date and Last Modified By system fields on converted leads when picklist values
included on converted leads are changed.
After it’s converted, a lead record is no longer searchable, unless your admin assigned you the View and Edit Converted Leads permission.
The new account, contact, or opportunity record created from the converted lead is searchable.
What if my company reaches the limit for web-generated leads?

The daily limit for Web-to-Lead requests is 500. If your company generates more leads than the maximum allowed, the Default Lead
Creator (specified in the Web-to-Lead setup page) receives an email containing the captured information. Contact Customer Support
if your company wants to generate over 500 Web-to-Lead requests per day.
What status is assigned to web-generated leads?

All new web leads are marked with a status equal to the “default status” that your administrator selects when editing the Lead Status
picklist values
In addition, web-generated leads are marked with the “Unread” flag; they have a check mark in the Unread column on the lead list views.
When a user views or edits a new web lead, the lead is automatically set to “Read.” This way you can easily locate all new leads using
the My Unread Leads list view.
Who owns new web-generated leads?

Your administrator can create a lead assignment rule to determine how web leads are automatically assigned to different users or queues.
In addition, your administrator must customize the Lead Settings to specify a Default Lead Owner. If the assignment rule fails to locate
an owner, web leads are assigned to the default lead owner. If you do not use assignment rules, all web leads are assigned to the default
lead owner.
Turn Opportunities into Deals

Move opportunities through the sales process, and track exactly what you're selling and for how much.
Products and Price Books

Products are a base catalog of all the items and services you sell and their standard prices. Price Books let you create a custom
collection of products with associated list prices for specific uses.
Opportunities
Track and manage your potential deals with Salesforce opportunities. Opportunities are deals in progress. Opportunity records track
details about deals, including which accounts they’re for, who the players are, and the amount of potential sales. If your Salesforce
admin has set up leads in your Salesforce org, an opportunity is created when a lead is converted. Opportunities can also be created
directly for accounts you’re working.
117
Sales Cloud Basics Products and Price Books
Quotes
Quotes in Salesforce represent the proposed prices of your company’s products and services. You create a quote from an opportunity
and its products. Each opportunity can have multiple associated quotes, and any one of them can be synced with the opportunity.
When a quote and an opportunity are synced, any change to line items in the quote syncs with products on the opportunity, and
vice versa. Get an overview of all your quotes on the Quotes tab. And if you’re using Lightning Experience, track sales activity in Path
and stages in Kanban.
Contracts
A contract is a written agreement between parties. Many companies use contracts to define the terms for doing business with other
companies. Use Salesforce to establish and document the contracts that you have with your accounts and opportunities. Track the
contract through your approval process. And use workflow alerts to remind yourself of contract renewals.
Orders
Use orders to track your customers’ requests for products and services.
Products and Price Books

Products are a base catalog of all the items and services you sell and their standard prices. Price Books let you create a custom collection
of products with associated list prices for specific uses.
Set Up Products
Customize products to make them work better for your sales reps.
Manage Products
Create and update the products your company sells and their standard prices.
Product Schedules
Use product schedules to determine the payment and delivery cycles for products that are paid or delivered over time. In Lightning
Experience, customize schedules with custom fields, custom buttons, customized layout, validation rules, and Apex triggers.
Manage Price Books
Price books track the prices of products and services that your company offers to customers.
Things to Know About Products and Price Books
Review these considerations before you delete products or pricebooks. Learn more about product, price book, price book entry, and
product schedule fields.
Set Up Products
Customize products to make them work better for your sales reps.
Activate and Deactivate Product Prices with Their Products Simultaneously

Set up Salesforce so that when you activate or deactivate a product, all related prices for that product are activated or deactivated
at the same time.
Organize Products with Product Families
Use the Product Family picklist to categorize your products. For example, if your company sells both hardware and software,
you can create two product families: Hardware and Software.
118
Activate and Deactivate Product Prices with Their Products Simultaneously

Set up Salesforce so that when you activate or deactivate a product, all related prices for that product
EDITIONS
are activated or deactivated at the same time.
1. From Setup, enter Product Settings in the Quick Find box, and then select Product Available in: both Salesforce
Settings. Classic and Lightning
Experience
2. Select When changing active flag on a product record, automatically update active flag
on related prices. Available in: Professional,
3. Save your changes. Enterprise, Performance,
Editions
USER PERMISSIONS
To auto-activate or
auto-deactivate product
prices:

Use the Product Family picklist to categorize your products. For example, if your company
EDITIONS
sells both hardware and software, you can create two product families: Hardware and Software.
If your organization uses forecasting, your users can have a different quota for hardware sales and Available in: Lightning
software sales. Users can also view forecasts for opportunities with hardware products separate Experience and Salesforce
from opportunities that include software products. Classic
• Customize the Product Family picklist to include the different categories of products Available in: Professional,
you sell. Enterprise, Performance,
• For each product in your price books, edit the product and select the appropriate Product Unlimited, and Developer
Editions
Family value.
• If your organization uses forecasting, set a different quota for each product family for your users.
USER PERMISSIONS
To edit product families:

119
Manage Products
Create and update the products your company sells and their standard prices.
EDITIONS
Products Concepts Available in: both Salesforce

Before you use products in Salesforce, make sure that you understand the basics. Classic (not available in all
orgs) and Lightning
Guidelines for Creating Products Experience
If you’re an admin or sales operations manager, you create products in Salesforce to track the
products and services that your company sells. After you create a product, your sales reps can Available in: Professional,
add it to their quotes, opportunities, and orders. Before you get started, review a few key Enterprise, Performance,
guidelines. Unlimited, and Developer
Editions
Considerations for Cloning Products
If you’re an admin or a sales operations manager, you can clone a product to quickly create
another product with the same information and price book entries. Consider key points before you clone a product.
Set and Edit Product Prices
Set and edit prices for each of your company’s products and services.
Considerations for Setting Prices
If you’re an admin or a sales operations manager, consider key points before you set prices for your products in Salesforce.
120
Products Concepts
Before you use products in Salesforce, make sure that you understand the basics.
EDITIONS
Products are the items and services that you sell to customers. Each product can exist in multiple
price books with different prices. Products, Orders
product available in
When you view the detail page of an opportunity, quote, order, or service contract, the Products
schedules, Salesforce
related list or the Quote Line Items related list shows the associated products for that record. Use
price books, Classic
these related lists to choose a price book for the record, add or edit products, and, for opportunities,
and quotes
establish or edit product schedules. For example, on a quote detail page, click Add Line Item on available in:
the Quote Line Items related list to select a product to list on the quote. both
If products are shared with external contacts via Salesforce to Salesforce, choose one of the list Salesforce
views under Products from Connections to view products that your business partners have shared Classic and
with you. Lightning
Experience
Products, Quotes
product available in:
schedules, Performance
price books, and
and orders Developer
available in: Editions and
Professional, in
Enterprise, Professional,
Performance, Enterprise,
Unlimited, and
and Unlimited
Developer Editions
Editions with the
Sales Cloud
121
Guidelines for Creating Products

If you’re an admin or sales operations manager, you create products in Salesforce to track the
EDITIONS
products and services that your company sells. After you create a product, your sales reps can add
it to their quotes, opportunities, and orders. Before you get started, review a few key guidelines. Products, Orders
• To view and create products, you need the Read and Create permissions on products. product available in:
schedules, Lightning
• To get started creating products, click New on the Products home page.
price books, Experience
• You can create a product by cloning an existing product. See Considerations for Cloning Products. and quotes and
• To ensure fast system performance with price books, keep the number of products below available in: Salesforce
2,000,000. Lightning Classic
• In Salesforce Classic, inactive products are excluded from search results for users who don’t Experience
have the System Administrator profile and have read-only access to products. and
Salesforce
• Products need a standard active price before you can add them to a price book. Classic
• To define a payment and delivery cycle via a product schedule, click Edit above the product
Products, Quotes
detail.
• For descriptions of product fields, see Product, Price Book, Price Book Entry, and Product Schedule schedules, Performance
Fields. price books, and
Professional, in
Unlimited, and
and Unlimited
Developer Editions with
Editions the Sales
Cloud
Considerations for Cloning Products

If you’re an admin or a sales operations manager, you can clone a product to quickly create another
EDITIONS
product with the same information and price book entries. Consider key points before you clone
a product. Available in: both Salesforce
When you clone a product: Classic (not available in all
orgs) and Lightning
• Price book entries in price books that you don’t have sharing access to aren’t created.
Experience
• If you have read-only access to a field, the value of that field isn’t carried over to the cloned
record. Available in: Professional,
Editions
122
Set and Edit Product Prices

Set and edit prices for each of your company’s products and services.
EDITIONS
Set and Edit Product Prices in Salesforce Classic Products, Orders

Track different types of prices for each of your products to fit the way you sell to different market product available in
segments and customers. schedules, Salesforce
Set Product Prices in Lightning Experience and quotes
Track different types of prices for each of your products to fit the way you sell to different market available in:
segments and customers. both
Salesforce
Classic and
Lightning
Experience
Products, Quotes
price books, and
Professional, in
Unlimited, and
and Unlimited
Developer Editions
Editions with the
Sales Cloud
123
Set and Edit Product Prices in Salesforce Classic

Track different types of prices for each of your products to fit the way you sell to different market
EDITIONS
segments and customers.
Products, Orders
Set Standard Prices product available in
1. Select a product. price books, Classic
2. On the product detail page, click Add from the Standard Price related list. If you’ve already and quotes
added a standard price, click Edit to change it or Edit All to edit all standard prices in other available in:
currencies. both
Salesforce
3. Enter the standard price.
Classic and
4. Select Active to make this price available to products on opportunities, quotes, or other Lightning
custom price books. Experience
5. Save your changes. Products, Quotes
The standard price is automatically associated with the product in your standard price book. product available in:
price books, and
Set List Prices
1. Select a product. available in: Editions and
2. On the product detail page, click Edit from the Price Books related list next to the custom price Professional, in
book that will contain the list price. If you haven’t already added the product to a custom price
book, click Add to Price Book from the Price Books related list.
Unlimited, and
3. Enter the list price. Alternatively, if both prices are the same, select Use Standard Price. and Unlimited
4. Select Active to make this price available to products on opportunities or quotes. Developer Editions
Editions with the
5. Save your changes. Sales Cloud
Edit a Price USER PERMISSIONS

1. Click Edit next to a price book entry record in any of these locations.
To set prices on products:
• The price book detail page, in the Products related list • Edit on products
• The product detail page, in the Standard Price related list AND
• The product detail page, in the Price Books related list Read on Price Books
• The price book list view
For information about fields, see Product, Price Book, Price Book Entry, and Product Schedule Fields.
124
Set Product Prices in Lightning Experience

Track different types of prices for each of your products to fit the way you sell to different market
EDITIONS
segments and customers.
Products, Orders
Set Standard Prices in the Standard Price Book product available in
1. Select a product. price books, Classic
2. On the product page, in the Price Books related list, click Add Standard Price. If you’ve already and quotes
added a standard price, change it by clicking Edit in the Show More menu. available in:
both
3. Enter the new standard price in the List Price field.
Salesforce
4. To make this price available to products on opportunities, quotes, or other custom price books, Classic and
select Active. Lightning
Experience
5. Save your changes.
The standard price is automatically associated with the product in your standard price book. Products, Quotes
Set List Prices in Custom Price Books
price books, and
1. Select a product. and orders Developer
2. On the product page, in the Price Books related list, click Add to Price Book. available in: Editions and
Professional, in
3. Choose the price book and currency for the new list price, and then click Next. Enterprise, Professional,
4. Enter the list price. Or, to make the price in the selected price book match the standard price, Performance, Enterprise,
select Use Standard Price. Unlimited, and
and Unlimited
5. To make this price available when users add the product to opportunities or quotes, select Developer Editions
Active. Editions with the
6. Save your changes. Sales Cloud
Edit a PriceBook Entry USER PERMISSIONS

1. Click Edit next to a price book record in any of these locations. To set prices on products:
• The price book detail page, in the Products related list • Edit on products
• The product detail page, in the Price Books related list AND
Edit on Price Books
For information about fields, see Product, Price Book, Price Book Entry, and Product Schedule Fields.
125
Considerations for Setting Prices

If you’re an admin or a sales operations manager, consider key points before you set prices for your
EDITIONS
products in Salesforce.
• The following price types are available. Products and Quotes
price books available in:
– A standard price is the default price that you associate with a product. It’s automatically
available in: Salesforce
included in your standard price book.
both Classic
– A list price is the custom price that you associate with a product in a custom price book. For Salesforce
example, you can maintain one set of prices for domestic orders and another for international Classic and
orders. Lightning
– Sales prices are the actual prices that sales reps specify for the products that they add to Experience
opportunities and quotes. Sales prices can be the same as the list prices from the price book Products and Quotes
that’s used for the opportunity or quote, or they can include discounts or other modifications. price books available in:
available in: Performance
• Before you can add a new product to an opportunity, quote, or custom price book, add a
Professional, and
standard price to the product, and mark it as active. This pricing is the default pricing of the
Enterprise, Developer
product.
Performance, Editions and
• Before you can assign list prices for products, create custom price books. List prices are available Unlimited, in
to use when you add products to an opportunity or quote from a custom price book. and Professional,
• To represent the price, for example, $100.00, enter 100 or 100.00, with or without the $ Developer Enterprise,
symbol. Editions and
Unlimited
• You can expand the format of your price fields to up to eight decimal places. To change your
Editions with
decimal place settings, contact Salesforce.
the Sales
Cloud
Considerations When Using the Salesforce Classic User Interface
• You can add standard or list prices only through the multiline add pages (the Add Standard Price
page and the Add List Price page). These pages don’t support custom fields. To add standard or list prices and populate custom
fields, add the price book entry via the multiline add pages, navigate to the Price Book Entry Edit page for the added record, and
then update the custom fields.
Note: This consideration doesn’t affect price book entries that were created or edited by using Data Loader or the API.
• If the price book entry contains required custom fields, you can’t create price book entries in the user interface. You can create these
price book entries only by using Data Loader or the API.
• You can edit prices in either of the following locations.
– The multiline edit pages (the Edit Standard Price page and the Edit List Price page)
– The Price Book Entry Edit page
126
Product Schedules
Use product schedules to determine the payment and delivery cycles for products that are paid or
EDITIONS
delivered over time. In Lightning Experience, customize schedules with custom fields, custom
buttons, customized layout, validation rules, and Apex triggers. Available in: both Salesforce
• A quantity schedule determines when a product is delivered. Classic (not available in all
orgs) and Lightning
• A revenue schedule determines when a product is paid for.
Experience
• A default schedule is associated with a specific product in a specific price book. Every time the
product is added to an opportunity, the default schedule is used. You can override the default Available in: Professional,
schedules on any opportunity. Enterprise, Performance,
You determine which types of schedules your reps can use and which types of schedules can be Editions
established for each individual product.
• A quantity schedule is suitable if your customers pay once but receive the product in increments,
for example, as with an annual magazine subscription for a monthly magazine. A quantity schedule defines the dates, number of
units, and number of installments for payments, shipping, or other use as determined by your company.
• A revenue schedule is suitable if your customers make regular payments but receive the product once, for example, if you sell
customized products that are charged in installments but delivered once. A revenue schedule defines the dates, revenue amounts,
and number of installments for payments, recognizing revenue, or other use.
• A revenue and quantity schedule is suitable if your customers receive their orders on a delivery schedule and pay for the products
using a payment schedule, for example, a monthly product subscription that’s paid for monthly.
• A default schedule is suitable if all your customers make product payments on the same timetable or you deliver products on a
regular schedule. If you typically customize schedules, there’s no advantage to creating default schedules.
When you enable customizable product schedules, the Salesforce Classic actions on product schedules are disabled, and Line Item
Schedule is added to the object manager. In Salesforce Classic, product schedules become read-only.
Enable Product Schedules

Create default revenue and quantity schedules for products that are delivered or paid for over time. Let users create schedules for
individual products on opportunities. In Lightning Experience, enable customizable product schedules to tailor schedule layouts
with custom fields and buttons and to apply validation rules and Apex triggers.
Considerations for Using Product Schedules
Consider key points and review examples before you add product schedules, establish schedules on opportunity products, or enable
customizable product schedules.
Add and Edit Product Schedules
Add product schedules to define the payment and delivery cycles of your products.
Establish Schedules for Products on Opportunities
After you add product schedules, use them to set up payments for product sales and realized revenue on opportunities.
127
Enable Product Schedules

Create default revenue and quantity schedules for products that are delivered or paid for over time.
USER PERMISSIONS
Let users create schedules for individual products on opportunities. In Lightning Experience, enable
customizable product schedules to tailor schedule layouts with custom fields and buttons and to To enable product
apply validation rules and Apex triggers. schedules:
Available in: Lightning Experience and Salesforce Classic (not available in all orgs)
To create a custom field or
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions button, and to customize
layout:
Note: Enabling or disabling schedules doesn’t affect archived products. Disabling schedules To define or change
deactivates and deletes any schedule date forecast types and deletes the related forecasting validation rules:
data. • View Setup and
Configuration
1. In Setup, use the Quick Find box to find Product Schedules Settings.
To define Apex triggers:
2. Select scheduling types: quantity scheduling, revenue scheduling, or both. To enable a • Author Apex
scheduling type for every product in your price books, select Enable for all products.
If you disable a scheduling type, all schedule information for that type is deleted from products.
3. In Lightning Experience, to tailor schedule layouts by using custom fields and buttons and applying validation rules and Apex triggers,
select Enable customization of product schedules.
SEE ALSO:
Products Concepts
Customize Fields
Define Apex Triggers
Considerations for Using Product Schedules

Consider key points and review examples before you add product schedules, establish schedules
EDITIONS
on opportunity products, or enable customizable product schedules.
Available in: both Salesforce
Considerations for Enabling and Disabling Customizable Product Schedules Classic (not available in all
orgs) and Lightning
• Insert or delete Apex triggers that you’ve applied to schedules are invoked immediately. Experience
• Line Item Schedule is unavailable in Process Builder and Workflow.
Available in: Professional,
• You can use custom fields and customize the layout in default product schedules, but if you’ve Enterprise, Performance,
applied validation rules or Apex triggers, they’re bypassed when they’re first inserted. Unlimited, and Developer
In addition, the layout of the OpportunityLineItemSchedule related list on the OpportunityLineItem Editions
page is customizable in Lightning Experience regardless of whether you’ve enabled customizable
product schedules.
If schedules are referenced in Apex, only one of the schedule types (quantity or revenue) can be disabled. For example, if Apex references
the schedule object (represented as OpportunityLineItemSchedule in the code), one of the schedule types can be disabled,
but not both.
128
Considerations for Using Default Product Schedules

• If you add or change a product schedule, opportunities with that product aren’t updated. If a product has a default quantity schedule
and a default revenue schedule, the quantity schedule is calculated first to determine the total product revenue. Then the revenue
schedule is applied to that amount.
• If you have a quote line item with a discount, and the corresponding product record has a default schedule, you can’t edit the
Discount field.
• If a product has default schedules established on the product record, the schedules are automatically created when you add the
product to the opportunity. The dates of the installments begin with the date that you specified when adding the product. If you
didn’t specify a product date, the installment dates begin with the opportunity Close Date.
• On default product schedules, we don’t support the type Repeat Amount for each installment for both quantity
and revenue schedule types. You can set up repeat schedules for both quantity and revenue schedule types from the Schedules
related list on an opportunity product record.
• In Lightning Experience, the Schedules related list on an opportunity product shows the default revenue schedule and the default
quantity schedule as two separate items. In Salesforce Classic, the related list combines the schedules in a single item.
• When customizable product schedules are enabled, default field values and formulas aren’t supported by default product schedules.
• If amounts can’t be evenly divided when quantity or revenue schedules are enabled, the remaining amounts are placed into the
final schedule period.
Examples of Using Default Product Schedules

• Default Revenue Schedule Only: Your ASP company sells yearly contracts of product licenses at $1,200 per license. When a customer
buys licenses, the licenses are all “delivered” at one time, but you recognize the revenue monthly. In this case, set a revenue schedule
of Schedule Type=Divide, Installment Period=Monthly, and Number of Installments=12.
With this default revenue schedule, a salesperson sells 200 licenses at a unit price of $1,200 per license per year on an opportunity
on March 15. The 200 licenses are all “delivered” on March 15. The total revenue for this product is the quantity of 200 multiplied by
the unit price of $1,200 per year, for a total yearly revenue of $240,000. The revenue schedule divides the total revenue into monthly
installments of $20,000 on the 15th of every month for the next year.
• Default Quantity Schedule Only: Your medical supplies company sells a box of tongue depressors for $10 per box. You normally
have yearly contracts with hospitals to deliver boxes monthly. In this case, set a quantity schedule of Schedule Type=Repeat,
Installment Period=Monthly, and Number of Installments=12.
With this default quantity schedule, a salesperson sells 1,000 boxes on an opportunity on January 1. The quantity schedule creates
12 monthly installments of 1,000 boxes each, for a total quantity of 12,000 boxes. The total revenue from this opportunity is calculated
using the unit price and the total quantity, so $120,000 is booked on January 1.
• Default Quantity and Revenue Schedules: Your manufacturing company sells widgets for $10 each. You normally have yearly contracts
to deliver widgets weekly, but your customers pay quarterly. In this case, set a quantity schedule of Schedule Type=Repeat, Installment
Period=Weekly, and Number of Installments=52. Set a revenue schedule of Schedule Type=Divide, Installment Period=Quarterly,
and Number of Installments=4.
With these default schedules, a salesperson sells 2,000 widgets on an opportunity on January 1. The quantity schedule is applied
first, and it schedules 2,000 widgets to be delivered every week for a year, for a total quantity of 104,000. The total revenue is calculated
using the unit price and the total quantity. The total revenue of $1,040,000 is then divided into quarterly installments of $260,000.
129
Add and Edit Product Schedules

Add product schedules to define the payment and delivery cycles of your products.
EDITIONS
1. Review considerations and examples.
2. Enable the appropriate schedule types.
3. Enable customization of product schedules. Create custom fields and buttons, validation rules, orgs) and Lightning
and Apex triggers as needed to support your business process. Experience
Note: Default product schedules aren’t customizable. Available in: Professional,
4. Select a product from the Products home page. Unlimited, and Developer
Editions
5. Click Edit.
6. Select the type of schedule to create: quantity, revenue, or both. Your choices are limited by
your Salesforce org’s schedule settings and the schedule types that are enabled for the product. USER PERMISSIONS
7. Set the schedule details. To add or edit product
schedules:
• Edit on products
9. To establish a schedule on an opportunity product, see Establish Schedules for Products on
Opportunities.
10. To edit a product schedule, click Edit on the product detail page.
Establish Schedules for Products on Opportunities

After you add product schedules, use them to set up payments for product sales and realized
EDITIONS
revenue on opportunities.
1. Review considerations and examples. Available in: both Salesforce
2. Make sure that product schedules have been added.
orgs) and Lightning
3. Click a product name in the Products related list of an opportunity. Experience
4. Click Establish to create a schedule, or click Reestablish to delete the old schedule and create Available in: Professional,
another one. Enterprise, Performance,
5. Select the type of schedule to create: quantity, revenue, or both. Your choices are limited by Unlimited, and Developer
the schedule types and other settings enabled by your Salesforce admin. Editions
6. Set the schedule details.

See Product, Price Book, Price Book Entry, and Product Schedule Fields for a description of USER PERMISSIONS
scheduling fields.
To add or edit product
7. Save your changes. schedules:
Salesforce displays the schedule installments. Your Salesforce admin can customize the columns • Edit on opportunities
and other schedule features to support your company’s business process.
8. To edit the installments, click Edit.
SEE ALSO:
Opportunities: What’s Different or Not Available in the Salesforce Mobile App
130
Manage Price Books

Price books track the prices of products and services that your company offers to customers.
EDITIONS
A price book is a list of products and their prices.
• The standard price book is the master list of all your products and their default standard prices.
Salesforce creates the standard price book when you start creating product records. It includes
orgs) and Lightning
all your products and their standard prices regardless of any custom price books that include
Experience
those products.
• A custom price book is a separate list of products with custom prices, called list prices. Custom Available in: Professional,
price books are ideal for offering products at different prices to different market segments, Enterprise, Performance,
regions, or other subsets of your customers. Create a separate price book for each set of Unlimited, and Developer
Editions
customers that you want to address. For example, if you have one set of prices for domestic
customers and another for international customers, create a domestic price book and an
international one.
A price book entry is a product with its price as listed in a price book. Each price book entry specifies a currency for the price.
• Standard price book entries are the default (standard) prices for the products and services in the standard price book. When you create
a product record, Salesforce creates a standard price book entry. You can mark the standard price book entry as active or inactive,
depending, for example, on whether you intend to start selling the product right away.
• Custom price book entries are the custom (list) prices for the products and services in your custom price books. Custom price book
entries can be created only for products with active standard price book entries.
• In Lightning Experience, Product detail pages display the Standard Price related list and the Price Books related list as a single Price
Books related list.
• If you customize the Price Book Entry detail page layout, no field dependencies exist for price book entry fields in the user interface.
If the Use Standard Price checkbox is removed from the page layout, and this checkbox is selected for a price book entry,
you can’t edit the list price. The List Price field is disabled and can’t be enabled on this page.
Create Custom Price Books

Create custom price books for each market segment that your sales reps sell to. Then add products to each price book with the
prices that you offer each market segment. For example, if you sell to domestic and international customers at different prices, you
can create two custom price books: a domestic one and an international one.
Considerations for Creating and Maintaining Price Books
Before you create a price book, consider a few key points.
Guidelines for Sharing Price Books
Extend access to price books to more of your sales team members through sharing in Salesforce Classic.
Considerations for Removing Price Books
To remove price books from related lists, you can archive, deactivate, or delete the price books. Each removal option has a different
result. Before you remove a price book from your related lists, determine which option best fits your business needs.
Considerations for Removing a Product from a Price Book
Before you remove a product from a price book, consider a few key points.
131
Create Custom Price Books

Create custom price books for each market segment that your sales reps sell to. Then add products
EDITIONS
to each price book with the prices that you offer each market segment. For example, if you sell to
domestic and international customers at different prices, you can create two custom price books: Products and Quotes
a domestic one and an international one. price books available in
1. Review considerations. available in: Salesforce
both Classic
2. On the Price Books page, click New.
Salesforce
3. Enter a name for your price book. Classic and
4. If your Salesforce org uses descriptions, enter one for your price book. Lightning
Experience
5. Select Active to allow sales reps to begin adding the price book or its entries to opportunities
or quotes. Products and Quotes
6. If you created the custom price book from scratch, leave it empty, populate it with price book available in: Performance
entries from another price book, or add new entries. Professional, and
For information about price book fields, see Product, Price Book, Price Book Entry, and Product Enterprise, Developer
Schedule Fields. Performance, Editions and
Unlimited, in
and Professional,
Developer Enterprise,
Editions and
Unlimited
Editions with
the Sales
Cloud
USER PERMISSIONS
To create or clone price

books:
• Create on price books
To view price books:
• Read on products
AND
Read in price books
132
Considerations for Creating and Maintaining Price Books

Before you create a price book, consider a few key points.
EDITIONS
• To create a custom price book by cloning an existing price book, click Clone on the price book
detail page. Products and Quotes and
• You can delete products from custom price books without affecting the original product listing price books orders
or its entries in other price books. When you delete a product from the standard price book, available in: available in
both Salesforce
the product is still available and active, but its standard price is deleted and removed from all
Salesforce Classic
custom price books. If you delete the product from the standard price book, and it’s still
Classic and
associated with any custom price books, click OK to remove it from all custom price books.
Lightning
• You can add products, quote line items, or order products from a single price book only. Experience
• To include a product on an opportunity, quote, or order, choose a price book that contains the
Products, Quotes
product. The last price book that you used on an opportunity or quote is selected by default.
price books, available in:
To select a different price book, click Choose Price Book in the Products related list on an and orders Performance
opportunity or the Quote Line Items related list on a quote. Choose Price Book appears when available in: and
you have access to more than one price book. If you have access to more than one price book Professional, Developer
and the option isn’t visible, ask your administrator to add it to your page layout. Enterprise, Editions and
• If you change the price book for an opportunity that has products, all products are deleted from Performance, in
the Products related list, but the value in the opportunity’s Amount field remains. Unlimited, Professional,
and Enterprise,
Developer and
Editions Unlimited
Editions with
the Sales
Cloud
Guidelines for Sharing Price Books

Extend access to price books to more of your sales team members through sharing in Salesforce
EDITIONS
Classic.
If you’re an admin or a user with the “Edit” permission on price books, you can extend sharing of a Available in: Salesforce
price book to more users. However, you can’t change the sharing model to make it more restrictive Classic
than the default.
To view and manage sharing details, click Sharing on the price book detail page. The sharing detail Enterprise, Performance,
page lists the users, groups, roles, and territories that have sharing access to the price book. On this Unlimited, and Developer
page, you can do any of the following. Editions
• 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. USER PERMISSIONS
• To edit or delete any view that you created, select it from the View drop-down list, and then
To share price books:
click Edit.
• Edit on price books
• To grant access to the record for other users, groups, roles, or territories, click Add.
• For manual sharing rules that you created, click Edit or Del next to an item in the list to edit or
delete the access level.
Does your sales team want to see prices on the product detail page? If your organization-wide default for price books is “No Access,”
you can give your entire organization “View Only” access to your standard price book.
133
Considerations for Removing Price Books

To remove price books from related lists, you can archive, deactivate, or delete the price books.
EDITIONS
Each removal option has a different result. Before you remove a price book from your related lists,
determine which option best fits your business needs. Products and Quotes
• Deleting, deactivating, or archiving a custom price book doesn’t affect other price books or price books available in
your product lists. However, these actions can affect your opportunities and quotes. Changing available in: Salesforce
associations with opportunities or quotes is sometimes required before you can remove an both Classic
associated price book. Salesforce
Classic and
• You can deactivate the standard price book, but you can’t delete or archive it.
Lightning
Experience
Considerations for Deleting Price Books
Products and Quotes
• You can’t delete a price book while it’s in use on opportunities or quotes. If you try to, the system price books available in:
creates a list of the opportunities or quotes that the price book is used on. available in: Performance
• When you delete a price book, you delete all entries in the price book. The deleted price book Professional, and
and its entries are moved to the Recycle Bin. You can restore them for up to 15 days. Enterprise, Developer
Unlimited, in
Considerations for Deactivating Price Books and Professional,
• You can activate, deactivate, or reactivate price books at any time by changing the price book’s
Editions and
properties.
Unlimited
• You can deactivate a price book even if it’s used on an opportunity or quote. Editions with
• You can continue to manage entries in your price book while it’s deactivated. the Sales
Cloud
Considerations for Archiving Price Books

• You can archive a price book even if it’s in use on an opportunity or quote.
• An archived price book is visible, but not accessible, in all associated records.
• Entries in archived price books don’t appear in search results.
• You can’t recover or delete an archived price book.
134
Considerations for Removing a Product from a Price Book

Before you remove a product from a price book, consider a few key points.
EDITIONS
• If you remove a product from a price book, all related price book entries are removed.
• If you restore the product from the Recycle Bin, any related price book entries are restored with Products and Quotes
it. price books available in
available in: Salesforce
• If opportunities, quotes, service contracts, or contract line items are associated with a product, both Classic
you can’t remove the product. Salesforce
• You can’t remove a product that’s used on an opportunity or quote. If you try to remove it, Classic and
Salesforce displays a list of the opportunities and quotes. That way, you can remove the product Lightning
from those opportunities and quotes and try again. If you don’t want to remove the product Experience
from all opportunities and quotes, you can deactivate (recommended) or archive the product.
Products and Quotes
See Considerations for Removing Products and Price Books.
Professional, and
Enterprise, Developer
Unlimited, in
and Professional,
Editions and
Unlimited
Editions with
the Sales
Cloud
Things to Know About Products and Price Books

Review these considerations before you delete products or pricebooks. Learn more about product, price book, price book entry, and
product schedule fields.
Product, Price Book, Price Book Entry, and Product Schedule Fields
Products, price books, and product schedules have the following fields. The availability of fields depends on how Salesforce is set
up.
Considerations for Removing Products and Price Books
Review considerations before removing a product or a price book.
135
Product, Price Book, Price Book Entry, and Product Schedule Fields
Products, price books, and product schedules have the following fields. The availability of fields
EDITIONS
depends on how Salesforce is set up.
Products, Orders
Product Fields product available in:
schedules, Lightning
Field Description price books, Experience
and quotes and
Active Indication that the product is ready for use in a available in: Salesforce
price book, opportunity, or quote, and whether Lightning Classic
you can see the product in views. In Salesforce Experience
Classic, if your profile allows only Read access and
to products and you’re not a Salesforce admin, Salesforce
search results don’t show inactive products. Classic
Created By The name of the user who created the product Products, Quotes
record, with the date and time of creation. product available in:
Custom Links A list of custom links for products from price books, and
Salesforce. and orders Developer
Display URL URL leading to a specific version of a record in Professional, in
the linked external data source. Enterprise, Professional,
External Data Source The related external data source. Performance, Enterprise,
Unlimited, and
External ID The unique identifier of a record in the linked and Unlimited
external data source. For example, ID #123. Developer Editions with
Editions the Sales
Last Modified By The name of the user who last saved the record, Cloud
including the date and time of the most recent
save to the record.
Product Code The internal code or product number that you

use to identify the product.
Product Currency In an org with multiple currencies enabled, the

currency that you use for the product. If the
product currency differs from the user currency,
currency-related fields for opportunities, quotes,
and quote line items appear in both currencies.
The product’s currency is converted to the user’s
currency, and the converted amount appears
in parentheses.
Product Description The text that distinguishes this product from

other products.
Product Family The category that you specify for the product.
Product Name The product’s name.
Product SKU The product’s SKU, which can be used with or

in place of the Product Code field. For example,
136
Field Description
you can use the Product Code field to track the manufacturer’s
identifying code, and assign the product a SKU when you resell it.
Quantity Scheduling Enabled Whether the product can have a quantity schedule.
Quantity Unit Of Measure Unit of the product—for example, kilograms, liters, or cases. This
field comes with only one default value, Each. You can create your
own. The Quantity Unit of Measure field on product items inherits
this field’s values.
Revenue Scheduling Enabled Whether the product can have a revenue schedule.
Price Book Fields
Field Description
Active Whether you can add the price book to an opportunity or quote.
Created By The name of the user who created the price book, including the
date and time of creation.
Description The text that distinguishes this price book from others.
Is Standard Price Book Whether the price book is the standard price book. A read-only
checkbox.
Last Modified By The name of the user who last saved the record, including the date
and time when the record was most recently saved.
Price Book Name The price book’s title.
Price Book Entry Fields
Field Description
Active Whether the price book entry (product and list price) is active and
can be added to an opportunity or quote.
Created By The name of the user who created the price book entry, including
the date and time of creation.
Currency This field is available only when multiple currencies are enabled.
It represents the currency to use for the price book entry (product
and list price).
Last Modified By The name of the user who last saved the price book entry record.
List Price The price of the product within the price book, including currency.
Price Book The price book that contains the price for this entry.
Product The product’s name.
137
Field Description
Product Code The internal code or product number used to identify the product.
Standard Price The standard price for the product. This field is derived and doesn’t
exist on the underlying PricebookEntry standard object.
Use Standard Price Whether the price book entry inherits its price from the standard
price book.
Schedule Fields
Field Description
Schedule Type Whether the product revenue or quantity is divided into multiple
installments or repeated for each installment.
Installment Period The interval for installments; for example, Weekly or Monthly.
Number of Installments The number of installments in the schedule.
Considerations for Removing Products and Price Books

Review considerations before removing a product or a price book.
EDITIONS
• You can use the Salesforce mobile app to relate a price book with an opportunity that doesn’t
have one. To change an opportunity’s price book, use the desktop Salesforce site. Products, Orders
• When you remove a product or price book, all related price book entries are removed. However, product available in
if several price books contain the same product, removing the product from one price book schedules, Salesforce
doesn't affect the other price books. Similarly, if you remove a price book, the products that it
and quotes
contained aren’t removed from any other price book.
available in:
• To remove a product completely, remove it from the standard price book. both
• If opportunities, quotes, service contracts, or contract line items are associated with a product, Salesforce
you can’t remove the product. Classic and
Lightning
• You can’t remove a product or price book that’s associated with an approval process or has a
Experience
pending workflow action.
• If your product or price book is used on an opportunity, quote, or order, you have three options. Products, Quotes
– Deactivate it by editing it and then deselecting the Active field. We recommend deactivating schedules, Performance
a product or price book that’s on an opportunity or quote because it will no longer be price books, and
available to users. You can reactivate it later. Deactivation doesn’t affect the history of an and orders Developer
opportunity line item. available in: Editions and
– Remove the related product or price book from all opportunities and quotes. When you try Professional, in
to remove a product or price book that’s used on an opportunity or quote, Salesforce displays Enterprise, Professional,
a list of the opportunities or quotes that use it. Performance, Enterprise,
Unlimited, and
• If you remove a price book, remove it from each opportunity and quote that’s listed. and Unlimited
• If you remove a product, remove it from each opportunity and quote that uses it. Developer Editions
Then remove the price book or product. Editions with the
Sales Cloud
138
Sales Cloud Basics Opportunities
– Archive the product or price book and each related price book entry. Use this option with caution. Archived products and price
books can’t be recovered because they’re not stored in the Recycle Bin. Archived products and price books still appear on any
opportunities or quotes that contained them before they were archived.
If you archive a price book, it’s still visible in the related records but not accessible or retrievable.
Opportunities
Track and manage your potential deals with Salesforce opportunities. Opportunities are deals in
EDITIONS
progress. Opportunity records track details about deals, including which accounts they’re for, who
the players are, and the amount of potential sales. If your Salesforce admin has set up leads in your Available in: Lightning
Salesforce org, an opportunity is created when a lead is converted. Opportunities can also be created Experience and Salesforce
directly for accounts you’re working. Classic (not available in all
Opportunity deal change highlights help sales teams prioritize their work by calling out recent orgs)
changes in deal size and close date. For example, calling out recent changes to deals can help sales Available in: all editions for
managers with their weekly coaching sessions. In the opportunities list view and Kanban view, text orgs created before Summer
colors and arrows indicate changes in amounts and close dates over the last seven days. And users ’09
can hover over a highlighted opportunity to get more details about the changes.
As your deals progress toward the Proposal stage: Group, Professional,
• Add products and attach files, such as contracts or data sheets. Enterprise, Performance,
• Log the calls you make.
Editions for orgs created in
• Use Notes to jot down things during customer meetings. Summer ’09 and later
• Create tasks for key activities and calendar events for client meetings.
• Send email to the opportunity contact or other key decision-makers.
During negotiation, share sales strategies with colleagues or ask your manager for targeted guidance using Chatter. As you drive your
deal from one stage to the next, update the opportunity record with the current stage. And you’re closing deals in no time.
Tip: To learn more about using opportunities and leads, complete the Leads & Opportunities Trailhead module.
Set Up Opportunities and Opportunity Products

Help your sales reps close deals faster by customizing options for opportunities and the products you sell.
Manage Your Opportunities
Create, share, clone, and move your opportunities through your sales process.
Manage the Products on Your Opportunities
To help manage your deals effectively, add products to opportunities.
Track Your Competitors
Track competitors in a pending sale by listing the competitors’ names in the opportunity. You can enter the names of new competitors,
or choose from a list of competitors defined by your administrator. To access this information, go to the Competitors related list of
the opportunity.
Opportunity Fields and Opportunity Product Fields
Review details about opportunity fields and opportunity product fields.
139
Set Up Opportunities and Opportunity Products

Help your sales reps close deals faster by customizing options for opportunities and the products you sell.
Set a Default Product Quantity of 1 on Opportunities

Help your sales reps keep data and forecasts current and complete. If the opportunity product quantity is always 1 or isn’t known
until later in the sales cycle, set a default quantity of 1.
Automatically Enter the List Price as the Sales Price on Opportunities
Ensure that the price from the associated price book is applied to opportunity products by removing the Sales Price field from the
opportunity product layout.
Enable Opportunity Update Reminders
Updated and accurate opportunities drive precise forecasts. Enable update reminders to let managers automatically send a report
of the team’s open opportunities to their direct reports in the role hierarchy.
Set Up Big Deal Alerts for Opportunities
Automatically email your users whenever an opportunity reaches a threshold of amount and probability. For example, set the
threshold to trigger an alert when opportunities of $500,000 or more reach a probability of 90%. The alert is a plain-text email
rendered in the corporate language and using the corporate currency setting.
Enable and Configure Similar Opportunities
Allow users to find Closed - Won opportunities that match the attributes of an opportunity they're currently working on, so they can
quickly access information that can help them close their deals.
Manage Settings to Show Changed Deals
Help your sales team prioritize work by highlighting recent changes in deal size and close date. For example, calling out recent
changes to deals can help sales managers with their weekly coaching sessions. This feature is turned on by default, but you can turn
it off (and back on).
Set a Default Product Quantity of 1 on Opportunities

Help your sales reps keep data and forecasts current and complete. If the opportunity product
EDITIONS
quantity is always 1 or isn’t known until later in the sales cycle, set a default quantity of 1.
1. In Setup, use the Quick Find box to find Opportunity Settings. Available in: Lightning
Experience and Salesforce
2. Select Prompt users to add products to opportunities. Save your change.
When reps create an opportunity, the button changes to Save & Add Product instead of Save.
orgs)
Tip: If there’s no need for sales reps to edit the quantity, reduce clutter: Remove the Quantity
field from the opportunity products page layout and the multiline editor layout. Enterprise, Performance,
Editions
USER PERMISSIONS
To edit opportunity settings:

140
Automatically Enter the List Price as the Sales Price on Opportunities

Ensure that the price from the associated price book is applied to opportunity products by removing
EDITIONS
the Sales Price field from the opportunity product layout.
1. In the Object Manager, use the Quick Find box to find Opportunity Product. Available in: Lightning
2. In the opportunity product layout, remove the Sales Price field. Save your change.
orgs)

Editions
USER PERMISSIONS
To restrict price and unit

editing:
Enable Opportunity Update Reminders

Updated and accurate opportunities drive precise forecasts. Enable update reminders to let managers
EDITIONS
automatically send a report of the team’s open opportunities to their direct reports in the role
hierarchy. Available in: Lightning
1. In Setup, use the Quick Find box to find Update Reminders. Experience and Salesforce
2. Click Edit.
orgs)
3. Select Enable Update Reminders for My Organization.
4. If you want to schedule opportunity update reminders for all users who have direct reports in Enterprise, Performance,
the role hierarchy, select Automatically Activate Reminders for Users with Direct Reports. Unlimited, and Developer
5. Click Save. Editions
6. If you didn’t select Automatically Activate Reminders for Users with Direct Reports, select
which users can schedule opportunity update reminders. Any user with direct reports in the USER PERMISSIONS
role hierarchy can be selected.
To enable opportunity
7. Click Activate. update reminders:
8. Let the users you selected know that they can start scheduling update reminders for their direct • Customize Application
reports. OR Manage Users
To activate or deactivate
opportunity update
SEE ALSO: reminders:
Considerations for Scheduling Opportunity Update Reminders • Manage Users
141
Set Up Big Deal Alerts for Opportunities

Automatically email your users whenever an opportunity reaches a threshold of amount and
EDITIONS
probability. For example, set the threshold to trigger an alert when opportunities of $500,000 or
more reach a probability of 90%. The alert is a plain-text email rendered in the corporate language Available in: Lightning
and using the corporate currency setting. Experience and Salesforce
1. In Setup, use the Quick Find box to find Big Deal Alert. Classic (not available in all
orgs)
2. Name the alert.
3. To activate the alert when you save it, select Active or leave the option deselected and activate Available in: Group,
the alert later.
When you activate the alert, emails are immediately triggered for all open opportunities that
meet the threshold.
4. Enter a threshold: a trigger amount in the corporate currency, and a trigger probability.
USER PERMISSIONS
Note: Opportunities trigger alerts regardless of currency. When an opportunity is updated,
if the amount isn’t in the corporate currency, it’s converted and compared to the trigger To activate big deal alerts:
amount. If you’re using advanced currency management, dated exchange rates are used. • Customize Application
AND
5. Enter Sender settings.
View All Data
a. Enter the name and email address you want to show in the From field of the email.
The email address must be your own Salesforce email address (as shown in your Salesforce
profile) or a verified org-wide email address.
b. In the User field, select yourself.
6. Enter the email addresses of recipients, separated by commas.

If you’ve enabled compliance BCC emails, the BCC: field isn’t available.
7. To send alerts to opportunity owners, select Notify Opportunity Owner.

8. Click Save.
An opportunity triggers an alert when it reaches the threshold. If the amount or probability change, the opportunity triggers no additional
alerts unless those values fall below the threshold and then reach the threshold again.
When a sales rep working in Connect Offline makes changes that push an opportunity to the threshold, the alert is sent when the data
is updated.
SEE ALSO:
Opportunity Fields
Set Up Organization-Wide Email Addresses
About Advanced Currency Management
142
Enable and Configure Similar Opportunities

Allow users to find Closed - Won opportunities that match the attributes of an opportunity they're
EDITIONS
currently working on, so they can quickly access information that can help them close their deals.
Note: Available in: Salesforce

• Searches are constructed as OR statements. Therefore, Closed/Won opportunities must orgs)
match only one criterion to be considered similar. For best search results, include multiple
search terms. Available in: All Editions in
orgs activated before
• When deciding which opportunity fields to display in the Similar Opportunities related
Summer ’09
list, be aware that users see all the fields, regardless of sharing rules or permissions.
Available in: Enterprise,
1. From Setup, enter Similar Opportunities in the Quick Find box, then select Performance, Unlimited,
Similar Opportunities. and Developer Editions in
orgs activated after Summer
2. Click Edit.
’09
3. Select Enable Similar Opportunities.
4. Select the fields or related lists that you want Similar Opportunities searches to match against,
and then click Add. USER PERMISSIONS
5. Select the fields to display in the Similar Opportunities related list. To enable and configure
similar opportunities:
6. Click Save.
7. Make sure that the Similar Opportunities related list is included in the opportunity page layout.

Help your sales team prioritize work by highlighting recent changes in deal size and close date. For
EDITIONS
example, calling out recent changes to deals can help sales managers with their weekly coaching
sessions. This feature is turned on by default, but you can turn it off (and back on). Available in: Lightning
In the opportunities list view and Kanban view, green text and arrows indicate amounts that Experience
increased and close dates that were pulled in during the previous week. Red text and arrows indicate
Available in: Performance
amounts that decreased and close dates that were pushed out. Users can hover over a highlighted
and Unlimited Editions
opportunity to see what changed, who changed it, and when.
1. From Setup, in the Quick Find box, enter Opportunity Settings, and then select
USER PERMISSIONS
Opportunity Settings.
2. Under Manage Settings to Show Deals That Changed in the Last Week, select or deselect Show To manage settings to show
amounts that changed and Show close dates that changed as needed. changed deals:
AND
View All Data
Manage Your Opportunities
Create, share, clone, and move your opportunities through your sales process.
Note: Chatter Only users don't have access to opportunities.
Considerations for Creating and Updating Opportunities

Review considerations for creating and updating opportunities.
143
Considerations for Cloning Opportunities

Review considerations for cloning an opportunity with or without its related contact roles, products, and product (line item) schedules.
Things to Know About Sharing Opportunities
Review considerations for sharing opportunities. By sharing your opportunities, you can give visibility into your pipeline to others
who can provide important information to help you close deals.
Move an Opportunity to the Next Stage
Update your deal as it moves closer to closing. Accurate stage information is important for forecasting, reporting, and ultimately
meeting your quota.
Opportunity History
Two related lists show changes to the fields on an opportunity record: One tracks field history, and the other tracks changes to the
opportunity stage.
Things to Know About Deleting Opportunities
Review considerations for deleting opportunities.
Schedule Reminders to Update Opportunities
To ensure that your team is keeping their opportunities up to date, create an email containing a report of your team’s open
opportunities. Schedule automatic reminder emails to your direct reports.
Considerations for Scheduling Opportunity Update Reminders
Review considerations for scheduling opportunity update reminders.
Guidelines for Finding Similar Opportunities
Close your deals faster by taking advantage of the rich information contained in successfully closed deals that are similar to yours.
Here are some guidelines to help you find the opportunities that help you close your deals.
Considerations for Creating and Updating Opportunities

Review considerations for creating and updating opportunities.
Available in: Lightning Experience, Salesforce Classic (not available in all orgs), and the Salesforce mobile app
Available in: All Editions for orgs activated before Summer ’09
Available in: Essentials, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions for orgs activated after
Summer ’09
Opportunity splits available in: Performance and Developer Editions and in Enterprise and Unlimited Editions with the Sales Cloud
Contacts and Contact Roles

• To relate an opportunity to an account or contact, you must have at least Read access to the account or contact.
Divisions
• If your admin has enabled divisions, the division of a new opportunity is automatically set to the division of the related account.
144
Forecasts
• In Professional, Enterprise, Unlimited, Performance, and Developer Editions, when you create an opportunity, by default the forecast
category is applied that corresponds to the opportunity stage you assigned. Your Salesforce admin correlates opportunity stages
and forecast categories when editing the Stage picklist values.
• If an opportunity is set to close in a given period, as determined by the Close Date, the opportunity is added to the forecast for that
period, unless the forecast category is set to Omitted or you forecast by schedule or product date.
Mobile Device Support

• In the Salesforce mobile app, you can edit one opportunity at a time. There’s no multiline editor.
Multiple Currencies
• If your admin has enabled multiple currencies, your opportunity amounts are initially shown in your personal currency. To track the
sales revenue in another currency, change the Opportunity Currency picklist.
Opportunity Splits
• When team selling and splits that total 100% are enabled, as the opportunity owner, you’re automatically added to the opportunity
team and assigned 100% of the split.

Review considerations for cloning an opportunity with or without its related contact roles, products, and product (line item) schedules.
Clone action available in Lightning Experience, Salesforce Classic (not available in all orgs), and the Salesforce mobile app in: Professional,
Enterprise, Performance, Unlimited, and Developer Editions
Clone with Related action available in Lightning Experience in Professional, Enterprise, Performance, Unlimited, and Developer
Editions
Fields You Can’t Access

• If the record you’re cloning or a related record contains a field you don’t have access to, the field in the new record is blank.
Fields with Read-Only Access

• If the record you’re cloning contains a field you have read-only access to, the field in the new record is blank. However, if a related
record contains a field you have read-only access to, the field value is copied into the new record.
Custom Fields with Unique Values

• If a related record includes a custom field configured to contain a unique value, you must delete the value before cloning the
opportunity.
Related Records Limit

• Related contact role, product, and product (line item) schedule records can’t total more than 999.
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Validation Rules, Apex Triggers, and Workflow

• Related records are cloned in batches of up to 200. For example, if you clone an opportunity with 500 related records, it’s cloned in
three batches. Validation rules, Apex triggers, and workflow are applied separately to each batch.
Things to Know About Sharing Opportunities

Review considerations for sharing opportunities. By sharing your opportunities, you can give visibility
EDITIONS
into your pipeline to others who can provide important information to help you close deals.
Overall Sharing Model Experience and Salesforce
• Your Salesforce admin determines the default access levels across your Salesforce org, including orgs)
the default opportunity access levels for territories.
Available in: all editions for
orgs created before Summer
Sharing Your Own Opportunities ’09
• Although you can increase access to your opportunities, you can’t restrict access further than Available in: Essentials,
the default access levels determined by your Salesforce admin. Group, Professional,
• To share an opportunity with another user, that user must have read access to opportunities. Enterprise, Performance,
Sharing Info for Opportunities Summer ’09 and later
• The sharing detail page lists the users, groups, roles, and territories that have sharing access to
an opportunity.
Move an Opportunity to the Next Stage

Update your deal as it moves closer to closing. Accurate stage information is important for forecasting,
EDITIONS
reporting, and ultimately meeting your quota.
Move an Opportunity to the Next Stage in Lightning Experience Experience and Salesforce
Update your opportunity stage directly from its record or from the Opportunity Kanban view. Classic (not available in all
orgs)
Move an Opportunity to the Next Stage in Salesforce Classic
Track opportunity progress as you get closer to closing your deal. Available in: all editions for
’09
Summer ’09 and later
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Move an Opportunity to the Next Stage in Lightning Experience

Update your opportunity stage directly from its record or from the Opportunity Kanban view.
EDITIONS
User Permissions Needed Available in: Lightning
To create opportunities: Create on Opportunities Experience
To view opportunities: View on Opportunities Available in: Essentials,

Note: These steps work in Lightning Experience. If you see the App Launcher icon ( ) on Editions
the left side of the navigation bar at the top of your screen, you're in Lightning Experience. If
not, you're in Salesforce Classic.
• From an open opportunity, select the new stage on the Sales Path and then click Mark as Current.
• From an open opportunity, click Mark Stage as Complete.
• From the Opportunity Kanban view, find the opportunity whose stage you want to update and drag its card to the next stage column.
SEE ALSO:
Manage Opportunity-Stage-to-Forecast-Category Mappings in Collaborative Forecasts
Move an Opportunity to the Next Stage in Salesforce Classic

Track opportunity progress as you get closer to closing your deal.
EDITIONS
User Permissions Needed Available in: Salesforce
To create opportunities: Create on Opportunities Classic (not available in all
orgs)
To view opportunities: View on Opportunities
Available in: all editions in
Summer ’09
Note: These steps work in Salesforce Classic. If you see the App Launcher icon ( ) on the Available in: Group,
left side of the navigation bar at the top of your screen, you're in Lightning Experience. If not, Professional, Enterprise,
you're in Salesforce Classic. Performance, Unlimited,
1. Edit the opportunity record you want to update. and Developer Editions in
2. Select the new stage. ’09
3. Save the record.
SEE ALSO:
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Opportunity History
Two related lists show changes to the fields on an opportunity record: One tracks field history, and
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the other tracks changes to the opportunity stage.
User Permissions Needed Experience and Salesforce
To view opportunities: Read on opportunities Classic (not available in all
orgs)

Opportunity Field History orgs created before Summer
’09
• Anytime a user modifies standard or custom opportunity fields that are tracked, a new entry is
added to the Opportunity Field History related list. All entries include details of the change and Available in: Essentials,
who made it. Your Salesforce admin can choose which fields to track. Group, Professional,
Stage History Editions for orgs created in
• Anytime a user changes the Amount, Probability, Stage, or Close Date fields on an opportunity, Summer ’09 and later
a new entry is added to the Stage History related list. All entries include details of the change
and who made it. Your admin can’t choose which fields to track.
• Unlike field history data for other objects, which is retained for a limited time, opportunity stage history data isn’t automatically
deleted.
Changes to the Amount and Quantity fields are tracked even when the change is the result of a change to an opportunity’s products or
schedules.
SEE ALSO:
Things to Know About Deleting Opportunities

Review considerations for deleting opportunities.
EDITIONS
Who Can Delete Opportunities Available in: Lightning

• You can delete an opportunity if you’re a Salesforce admin, the opportunity owner, or a user Classic (not available in all
above the opportunity owner in the organization role hierarchy. You must also have the Delete orgs)
permission on opportunities.
What Gets Deleted with an Opportunity ’09
• When you delete an opportunity, these related records are also deleted: all notes, attachments, Available in: Essentials,
quotes, quote line items, quote PDF files, events and tasks, partner relationships, competitor Group, Professional,
strengths and weaknesses, contact roles, splits, and stage history. Enterprise, Performance,
• Related contacts and accounts aren’t deleted with the opportunity. Unlimited, and Developer
Summer ’09 and later
Recycle Bin
• A deleted opportunity is moved to the Recycle Bin and can be restored. If you restore the
opportunity, related items are also restored.
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Schedule Reminders to Update Opportunities

To ensure that your team is keeping their opportunities up to date, create an email containing a
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report of your team’s open opportunities. Schedule automatic reminder emails to your direct reports.
For example, schedule a weekly report of all the opportunities for the current fiscal quarter owned Available in: Lightning
by anyone on the team. Have the report distributed to everyone on the team. Experience and Salesforce
1. Make sure that opportunity update reminders are enabled in Setup.
orgs)
2. In your personal settings, use the Quick Find box to find My Update Reminder.
3. To start sending reminders after you save the settings, check Active. Professional, Enterprise,
4. Enter a sender name and address. Performance, Unlimited,
5. Choose recipients.
6. Enter any other recipients in the CC field. Separate email addresses with commas, semicolons,
spaces, or new lines.
7. Enter a subject and message for the reminders.
8. Schedule the frequency.
9. Select To include all open opportunities that have a closing date within 90 days before the specified close date, select Include Past
Due Opportunities.
For example, suppose that in your org you use a normal fiscal year, and the current quarter started on April 1, 2012. You configure
reminders for opportunities closing in the current quarter and then select Include Past Due Opportunities. When the reminder
is sent on June 15, it includes all opportunities with a close date between April 1 and June 15. It also includes open opportunities
with a close date between January 2 and April 1 (there are 91 days in Q1).
10. Include opportunities with dates within that range by selecting a close date.
11. Select fields to include in the reminders.
Field Description
Last Login Date Most recent login date of the opportunity owner
# of Open Opportunities Total number of opportunities in the report.
# Not Updated in Last 30 Days Total number of opportunities that haven’t been updated in 30
days.
Open Opportunity Amount Total of all opportunity amounts in report.
Total Closed Amount Total closed amount for all opportunities in report.
If you use multiple currencies in your org, this amount is
converted to the user’s currency. If you use advanced currency
management in your org, the conversion is done using dated
exchange rates.
Last Update Date Most recent date the opportunity owner updated a forecast.
If you use multiple currencies in your org, this amount is
converted to the user’s currency. If you use advanced currency
management in your org, the conversion is done using dated
exchange rates.
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12. Click Save.

When there are no records to include in a reminder, Salesforce doesn’t send an email. If no email is sent for three consecutive
reminders, the scheduled reminder is deactivated. Reminders generally arrive early on the scheduled date. However, depending on
your org’s time zone and location, a reminder can arrive 24 hours earlier or later.
SEE ALSO:

Review considerations for scheduling opportunity update reminders.
EDITIONS
• In the update reminder email, the View Details button links to Report Home, where users can
create a report of their teams’ opportunities. Available in: Lightning
• Users at the top of the portal role hierarchy receive reminders even when they don’t have access Experience and Salesforce
to an opportunity. The top role in a portal hierarchy depends on how many users you set up Classic (not available in all
orgs)
in the hierarchy. With three roles, the top role is Partner Executive, and with two roles, the top
role is Partner Manager. To prevent sending reminders to users in the Partner Executive or Available in: Essentials,
Partner Manager roles, remove them from the highest portal role. Professional, Enterprise,
• When you have only one role in your portal hierarchy, you can’t remove a user from the role. Performance, Unlimited,
To stop sending reminders to an executive or other user, in your personal settings, go to My and Developer Editions
Update Reminder and change the Recipients setting to Myself only.
• So that your users can control which individuals receive opportunity update reminders, create
at least two portal roles.
Guidelines for Finding Similar Opportunities

Close your deals faster by taking advantage of the rich information contained in successfully closed
EDITIONS
deals that are similar to yours. Here are some guidelines to help you find the opportunities that
help you close your deals. Available in: Salesforce
• To find Closed/Won opportunities with common information, use the Similar Opportunities Classic (not available in all
related list on the opportunity’s detail page. orgs)
• Your Salesforce admin determines the criteria used to find similar opportunities. The search Available in: all editions in
finds a maximum of 10,000 opportunities with close dates in a three-month period and displays orgs activated before
up to 300 of the records that best match the search criteria. The results are ranked by the number Summer ’09
of matching fields. Available in: Group,
• Results can be filtered by Close date or by matching fields. Professional, Enterprise,
• To see how a record in the search results is similar to your current deal, hover over the Performance, Unlimited,
opportunity name. The matching fields are highlighted in the Match Criteria sidebar. and Developer Editions in
’09
Manage the Products on Your Opportunities

To help manage your deals effectively, add products to opportunities.
150
Add Products to Opportunities

Track what’s selling and in what quantity by adding products to opportunities. Then maintain accurate records by updating the
quantities and prices of the products.
Things to Know About Adding Products to Opportunities
Review considerations for adding products to opportunities.

Track what’s selling and in what quantity by adding products to opportunities. Then maintain
EDITIONS
accurate records by updating the quantities and prices of the products.
1. Navigate to the opportunity that you want to edit. Available in: Lightning
2. In the Products related list, select Add Products, or select Edit next to a product in the list. If
you’re adding the first product, choose a price book for the opportunity.
orgs)
3. Find the products you want to add to this opportunity.
a. In Lightning Experience, enter keywords in the search bar. Then open the Quick Filter panel Enterprise, Performance,
by clicking . Filter by product fields and click Apply, and then click Next. Unlimited, and Developer
You can filter only by product fields that your Salesforce admin has included in the layout. Editions
b. In Salesforce Classic, enter keywords in the search bar. Then add filters. Click Search.
USER PERMISSIONS
You can filter by all standard and custom fields on products and price books.
To add or edit opportunity
4. In the Quantity field, enter the number of products at this price. products:
5. Enter the sales price for the product. The sales price defaults to the list price specified in the • Edit on opportunities
price book related to the opportunity. AND
6. If the product has a discount, type the discount as a number with or without the percent sign Read on products and
(%) in the Discount field. If the Discount field isn’t available, check with your Salesforce admin. price books

8. To determine the order of products on an opportunity, in the Products related list, select Sort Products. Drag products into the
order you want and save. If an opportunity and a quote are linked and the sort order of either record is changed, the sort order is
updated during syncing.
SEE ALSO:
Sync Quotes and Opportunities

Review considerations for adding products to opportunities.
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions
151
Sorting
• In the opportunity products related list, you can’t sort columns by list price.
• In the Add Products window, you can’t sort by list price after refining your list of products using the search box.
Opportunity Amount
The opportunity amount is the sum of the products added to the opportunity. You can’t edit the amount without deleting the products
from the opportunity.
Total Price
The total price is the quantity multiplied by the sales price.
Multiple Currencies
If your Salesforce admin has enabled multiple currencies, the opportunity currency dictates the currency of the associated price book
entries. You can’t edit the currency unless you delete the products from the opportunity.
Product Status
You can add to an opportunity any product with an active price book entry, since product status doesn’t determine a product’s eligibility
to be used in a deal. If a product’s status is inactive, but it has an active price book entry, you can still add the inactive product to an
opportunity.
SEE ALSO:

Track competitors in a pending sale by listing the competitors’ names in the opportunity. You can
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enter the names of new competitors, or choose from a list of competitors defined by your
administrator. To access this information, go to the Competitors related list of the opportunity. Available in: Salesforce
To add, edit, or delete competitors on an opportunity, you must have Edit access on the opportunity. Classic (not available in all
orgs)
Define Competitors Available in: all editions in

Create a picklist of competitors that your users can attach to opportunities. orgs activated before
Summer ’09
Competitor Fields
The fields for competitors help you track your competition as you work to close deals. Available in: Group,
SEE ALSO: and Developer Editions in
Define Competitors orgs activated after Summer
’09
Competitor Fields
152
Define Competitors
Create a picklist of competitors that your users can attach to opportunities.
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1. From Setup, enter Competitors in the Quick Find box, then select Competitors.
2. Click New to add competitor names to the list.
3. Enter the name of the competitor. orgs)
4. Optionally, check the default option to select this value on any new record when another value Available in: all editions in
is not selected. orgs activated before
5. Click Save. Summer ’09
SEE ALSO: Professional, Enterprise,
and Developer Editions in
’09
USER PERMISSIONS
To define competitors:
Competitor Fields
The fields for competitors help you track your competition as you work to close deals.
EDITIONS
A competitor has the following fields, listed in alphabetical order.
orgs)
Competitor Name Name of competitor. You can enter any name,
or select from the list of all competitors defined Available in: all editions in
by your administrator. orgs activated before
Summer ’09
Strengths Description of competitor’s key selling points
and advantages.
Weaknesses Description of competitor’s key disadvantages. Performance, Unlimited,
’09
SEE ALSO:
Opportunity Fields and Opportunity Product Fields

Review details about opportunity fields and opportunity product fields.
Opportunity Fields
The fields for opportunities contain a range of information to help you track your pending and potential sales. Depending on your
page layout and field-level security settings, some fields aren’t visible or editable.
153
Opportunity Product Fields

The fields for opportunity products contain information to help you track what’s selling. Depending on your page layout and field-level
security settings, some fields aren’t visible or editable.
Opportunity Fields
The fields for opportunities contain a range of information to help you track your pending and potential sales. Depending on your page
layout and field-level security settings, some fields aren’t visible or editable.
The available fields vary according to your Salesforce edition.
Field Description
Account Name Name of the account that the opportunity is linked to. You can
enter the account name or select the account using the lookup
icon.
If you change the account for an opportunity that has partners, all
partners are deleted from the Partners related list.
Amount Estimated total sale amount. If multiple currencies are enabled,

the amount is shown in your personal currency by default. Change
the Opportunity Currency picklist to track the amount in another
currency.
For opportunities with products, the amount is the sum of the
related products. You can’t directly edit the amount unless the
opportunity has no products. To change the amount for an
opportunity that contains products, edit the sales price or quantity
of the related products.
If you change the price book for an opportunity that has products,
all products are deleted from the Products related list, but the value
in the opportunity’s Amount field remains.
Close Date Date when you plan to close the opportunity. You can enter a date
or choose a date from the calendar that displays when you put
your cursor in the field.
Opportunities with a Close Date in a given period tally in the
forecast for that period, unless you assign them to the Omitted
category or you forecast by schedule or product date.
When you set an open opportunity's stage to a type of Closed/Won,
if the original date was in the future, the Close Date is set to the
current date in Coordinated Universal Time (UTC). At certain times
of day, UTC differs by one day from your time zone. If the close
date is in the past when the opportunity is closed, the date doesn’t
change.
154
Field Description
Contract The contract that the opportunity is linked to.
Created By The user who created the opportunity, with the creation date and
time. (Read only)
Custom Links Listing of custom links for opportunities as setup by your admin.
Available only in Salesforce Classic.
Description Description of the opportunity. Up to 32 KB of data is allowed. In

reports, only the first 255 characters are displayed.
Expected Revenue Calculated revenue based on the Amount and Probability fields.
Forecast Category Forecast category name displayed in reports, opportunity detail

and edit pages, opportunity searches, opportunity list views, and
the forecasts page. The setting for an opportunity is tied to its stage.
You can rename the default forecast categories. However, you can't
delete or deactive them.
Last Amount Changed History This read-only field references the OpportunityHistory record that
contains information about when the Amount field was last
updated in Winter ’21 or later. Information includes the date and
time of the change and the user who made the change.
Last Close Date Changed History This read-only field references the OpportunityHistory record that
contains information about when the Close Date field was last
updated in Winter ’21 or later. Information includes the date and
time of the change and the user who made the change.
Last Modified By User who last changed the opportunity fields, including
modification date and time. This field doesn’t track changes made
to related list items on the opportunity. (Read only)
Lead Source Source of the opportunity, such as Advertisement, Partner, or Web.

Entry is selected from a picklist of available values, which an admin
sets. Each picklist value can have up to 40 characters.
Next Step Description of next task in closing opportunity. Up to 255 characters

Opportunity Currency The default currency for all currency amount fields in the
opportunity. Amounts are displayed in the opportunity currency,
and are also converted to the user’s personal currency. Available
only when multiple currencies are enabled.
For opportunities with products, the currency is tied to the currency
of the associated price book. You can’t directly edit this field unless
you first delete the products.
Opportunity Division Division to which the opportunity belongs. This value is

automatically inherited from the related account.
Available only when divisions are used to segment data.
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Field Description
Opportunity Name Name of the opportunity, for example, Acme.com - Office
Equipment Order. Up to 120 characters are allowed in this field.
Opportunity Owner Assigned owner of opportunity. Not available in Personal Edition.
Opportunity Record Type Name of the field that determines what picklist values are available
for the record. The record type is sometimes associated with a sales
process. Available in Professional, Enterprise, Unlimited,
Performance, and Developer Editions.
Partner Account Read-only field that indicates that a partner user owns the
opportunity.
Primary Campaign Source Name of the campaign responsible for generating the opportunity.
For opportunities created during lead conversion, this field is
automatically filled in with the campaign name from the lead. If
the lead has multiple associated campaigns, the campaign with
the most recently updated member status is inserted into the
opportunity.
For opportunities with multiple influential campaigns, click Edit
next to the primary campaign in the Campaign Influence related
list on the opportunity detail page and select the Primary Campaign
Source checkbox. The campaign is displayed in the Primary
Campaign Source field on the opportunity.
Private Indicates that the opportunity is private. Only the record owner,
users above that role in the hierarchy, and admins can view, edit,
or report on private opportunities. Not available in Group or
Personal Editions. Private opportunities don’t trigger Big Deal alerts
or workflow rules. Private opportunities count toward your forecasts
only if Collaborative Forecasts is enabled. Users with the View All
Forecasts permission can see private opportunities within the
Forecasts tab.
When you mark opportunities Private, opportunity teams,
opportunity splits, and sharing are removed. (The owner of a private
opportunity receives 100% of split types that total that amount.)
Probability Likelihood that the opportunity will close, stated as a percentage.

The probability value is always updated by a change in the stage
value, even if the Probability field is marked as read only on your
page layout. Users with edit access to this field can override the
value.
Quantity Total of all Quantity field values for all products in the Products
related list if the opportunity has products. General use field if the
opportunity has no products.
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Field Description
Stage Current stage of opportunity based on selections you make from
a predefined list, such as Prospect or Proposal. Entry is selected
from a picklist of up to 100 available values, which are set by an
admin. Each picklist value can have up to 40 characters.
Your admin correlates the values in this picklist with Forecast
Category values that determine how the opportunity contributes
to your forecast.
When you set an open opportunity's stage to a type of Closed/Won,
the Close Date is set to the current date in Coordinated Universal
Time (UTC) if the original date was in the future. At certain times
of day, UTC differs by one day from your time zone. If the close
date was in the past when the opportunity is closed, the date
doesn’t change.
Synced Quote Quote synced to the opportunity. Only one quote can sync to the
opportunity at a time.
Territory Territory with which the opportunity is associated. Available only

if territory management is enabled.
Type Type of opportunity, such as Existing Business or New Business.

Entry is selected from a picklist of available values, which are set
by an admin. Each picklist value can have up to 40 characters.
Opportunity Product Fields

The fields for opportunity products contain information to help you track what’s selling. Depending on your page layout and field-level
security settings, some fields aren’t visible or editable.
Available in: Lightning Experience, Salesforce Classic, and the Salesforce mobile app
The available fields vary according to your Salesforce Edition
Active
Whether the price book entry (product and list price) is active and can be added to an opportunity or quote.
Created By
User who created the product.
Date
Close date of a particular opportunity product.
Discount
Discount for the product as a percentage.
Last Modified By
User who last changed the opportunity product fields. Read-only.
Line Description
Text to distinguish this opportunity product from another.
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List Price
The price of the product within the price book, including currency. Read-only.
Opportunity
Name of the opportunity for this opportunity product.
Product
Item listed in the Products related list on an opportunity.
Quantity
Number of units for the opportunity product.
Sales Price
Price for the products in the opportunity product. On an opportunity product without a related schedule, the sales price is editable.
When a schedule is related to an opportunity product, the sales price becomes read-only.
Subtotal
Difference between standard and discounted pricing. Converted currency amounts when the opportunity's currency is different
from the user's currency. The Subtotal field on an opportunity product isn’t available in the Salesforce mobile app.
Total Price
Sum of all the product amounts for an opportunity product.

• The Subtotal field on an opportunity product isn’t available in the Salesforce mobile app.
• The Team Member Access action isn’t available in the Salesforce mobile app.
• The Split Amount field isn’t available, and other opportunity splits fields are read-only.
• You can use the Salesforce mobile app to relate a price book with an opportunity that doesn’t have one. To change an opportunity’s
price book, use the desktop Salesforce site.
• In the Salesforce mobile app, you can edit one opportunity at a time. No multiline editor is available.
• Clone with Related isn’t available in the Salesforce mobile app.
• Creating product schedules on opportunities isn’t available. Users can edit or delete product schedules in the Salesforce mobile app
that were created on the desktop site.
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Sales Cloud Basics Quotes
Quotes
Quotes in Salesforce represent the proposed prices of your company’s products and services. You
EDITIONS
create a quote from an opportunity and its products. Each opportunity can have multiple associated
quotes, and any one of them can be synced with the opportunity. When a quote and an opportunity Available in: Salesforce
are synced, any change to line items in the quote syncs with products on the opportunity, and vice Classic (not available in all
versa. Get an overview of all your quotes on the Quotes tab. And if you’re using Lightning Experience, orgs) and Lightning
track sales activity in Path and stages in Kanban. Experience

Set Up Quotes and Developer Editions
Make it easy for your sales reps to show your customers the prices of the products and services
that your company offers. In Sales Cloud, also
available in: Professional,
Enable Quote Creation Without a Related Opportunity Enterprise, and Unlimited
Sales reps can now fast-track deals by creating quotes without first creating an opportunity, Editions
speeding up delivering quotes to their customers for review. This feature allows sales
departments who don’t use opportunities to use quoting.
USER PERMISSIONS
Set Up Quote Templates
Quote templates let you customize the way your sales reps quote your company’s products To view quotes:
and services. Sales reps can select standard or customized quote templates from their quote • Read on Quotes
records, generate quote PDFs, and email them to customers. To create quotes:
Manage Your Quotes • Create on Quotes
Show your customers the prices of the products and services that you offer. Sync quotes and To add quote line items:
opportunities so your information stays up to date. • Edit on Quotes
Create and Email Quote PDFs AND

Provide quotes to your customers the easy way: via PDF. Create quote PDFs from a standard Read on Products and
template or from your company’s design. Email quotes to your customers. Then delete quotes Price Books
that you no longer need.
Things to Know About Quote Templates
Review considerations and guidelines for working with quote templates.
Things to Know About Quotes
Review considerations for working with quotes.
159
Set Up Quotes
Make it easy for your sales reps to show your customers the prices of the products and services that
EDITIONS
your company offers.
1. From Setup, enter Quote in the Quick Find box, then select Quote Settings (Lightning Available in: Salesforce
Experience) or Quotes Settings (Salesforce Classic). Classic (not available in all
orgs) and Lightning
2. Select the option for enabling quotes.
Experience
3. Optionally, select the Create Quotes Without a Related Opportunity checkbox, and then
click Save to enable that feature. Available in: Performance
4. To display the Quotes related list on the standard opportunity page layout, select
Opportunity Layout. In Sales Cloud, also
5. To add the Quotes related list to all opportunity page layouts that users have customized, select Enterprise, and Unlimited
Append to users' personal related list customization. Editions
Note: You can’t disable the Quotes feature if: USER PERMISSIONS
• Your records have any references to quotes, quote line items, or quote PDFs from any To enable or disable quotes:
application customizations, including formula fields, triggers, workflow rules, and approval • Customize Application
processes. Remove these references before you try to disable the feature.
• Any quote is synced with an opportunity. On each synced quote’s detail page, choose to
stop syncing before you try to disable the feature.
SEE ALSO:
Quotes
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Enable Quote Creation Without a Related Opportunity

Sales reps can now fast-track deals by creating quotes without first creating an opportunity, speeding
EDITIONS
up delivering quotes to their customers for review. This feature allows sales departments who don’t
use opportunities to use quoting. Available in: Salesforce
1. From Setup, enter quote in the Quick Find box, and then select Quote Settings. Classic and Lightning
Experience
2. Select Create Quotes Without a Related Opportunity, and then click Save.
3. Select a page layout if you’re enabling quotes for the first time, and then save your changes. Available in: Professional,
Enterprise, Unlimited, and
The quote page layout can’t contain formulas or lookups to formulas that refer to the fields on Developer Editions with a
the Opportunities object. Sales Cloud license.
4. In Setup, search for sharing to find the Sharing Settings page. Applies to: Aura, LWR, and
a. Find the Quote object, select Edit, and then set the Default Internal Access from Controlled Visualforce sites accessed
by Parent to Private. Click Save. through Lightning
Experience in the same
b. Find the Quote Sharing Rules section by scrolling down the page, and then click New. editions.
Create a quote sharing rule for quote objects. You must set up a rule because no parent
record exists for the quote to inherit sharing settings.
USER PERMISSIONS
5. To create a quote, select the Quotes tab on the page header, and then click +New Quote.
To create quotes with or
• Creating or selecting an opportunity for your new quote is optional. without opportunities:
• Choose a different opportunity at a later time. • Sales Cloud license and
• You can change the quote owner during quote creation. access to quotes
• Associate your new quote to an account. This association is optional, but recommended
because an account is required to convert the quote to an order.
• A new QuoteAccount field has been added to the page layout for you to specify an account on the quote. The Account field
from the opportunity lookup isn’t filled in. Instead, the QuoteAccount field is used to see an account in the view.
Set Up Quote Templates

Quote templates let you customize the way your sales reps quote your company’s products and
EDITIONS
services. Sales reps can select standard or customized quote templates from their quote records,
generate quote PDFs, and email them to customers. Available in: Salesforce
Create, Preview, and Activate Quote Templates orgs) and Lightning
Define the look of your company’s quote PDFs by creating templates that your sales reps can Experience
choose when they create quote PDFs. Available in: Performance
Add Rich Text to a Quote Template and Developer Editions
Include text that you can format, such as your company’s address or terms and conditions, in In Sales Cloud, also
your quote template’s body, header, or footer. available in: Professional,
Add a List to a Quote Template Enterprise, and Unlimited
Editions
Arrange and display fields from a quote line item or any other standard or custom object that
has a lookup relationship to the quote object. The added list looks like a table, with field names
appearing as columns.
Add an Image to a Quote Template
Show an image, such as your company logo, in your quote template’s body, header, or footer.
161
Add a Totals Section to a Quote Template

Include subtotal and grand total amounts for your quote.
Add a Signature Block to a Quote Template
Create signature and date lines so that customers can easily sign off on their quotes.
Create, Preview, and Activate Quote Templates

Define the look of your company’s quote PDFs by creating templates that your sales reps can choose
EDITIONS
when they create quote PDFs.
Watch a Demo: Creating Quote Templates (Salesforce Classic) (English only) Available in: Salesforce
1. From Setup, enter Templates in the Quick Find box, then select Quote Templates
orgs) and Lightning
(Lightning Experience) or Templates under Quotes (Salesforce Classic).
Experience
2. Click New, and then select a template, such as Standard Template, on which to base
your new template.
3. Give your new template a name, and then click Save.
In Sales Cloud, also
4. In the template editor, drag the elements that you want to the template, and then complete available in: Professional,
the details. To add: Enterprise, and Unlimited
• One or more Quote fields or fields from related objects, use a section and add fields to it. Editions
• Text that you can edit and format, such as terms and conditions, use Text/Image
Field. USER PERMISSIONS
• An image, such as your company logo, use Text/Image Field.
To create quote templates:
• A table of Quote fields or fields from a different object, such as Quote Line Item, use a list. • Customize Application
5. Click Quick Save to save your changes and continue working on the template. To view quote templates:
• View Setup and
6. Click Save and Preview to make sure that the quote PDFs that users create look the way you Configuration
want them to.
Preview shows templates in system administrator profile view. The preview and the template
show the rich text and images that you’ve added. Other data is simulated.
Important: Save and Preview saves changes to your template, so after you preview, you can’t undo them.
7. Click Save when you’re finished.

8. Return to the Quote Templates page, and then click Activate.
SEE ALSO:
Quote Template Fields
162
Add Rich Text to a Quote Template

Include text that you can format, such as your company’s address or terms and conditions, in your
EDITIONS
quote template’s body, header, or footer.
1. Drag Text/Image Field into place in the header, the footer, or any section in the body. Available in: Salesforce
2. Type or paste your text into the field.
orgs) and Lightning
3. Format the text as needed. Experience
4. Click OK. Available in: Performance
SEE ALSO: In Sales Cloud, also
Guidelines for Using the Quote Templates Editor available in: Professional,
Add an Image to a Quote Template Enterprise, and Unlimited
Editions
USER PERMISSIONS

Add a List to a Quote Template

Arrange and display fields from a quote line item or any other standard or custom object that has
EDITIONS
a lookup relationship to the quote object. The added list looks like a table, with field names appearing
as columns. Available in: Salesforce
A list can include up to 10 fields. Classic (not available in all
orgs) and Lightning
Note: You can’t add lists to the header or footer of your quote template. Experience
1. Drag a list from the palette to the template. Available in: Performance
2. Enter a title for the list. To suppress the title from appearing on the template or PDF, select Hide and Developer Editions
Title. In Sales Cloud, also
3. In the Object field, select the object whose fields you want to appear in the list. available in: Professional,
Enterprise, and Unlimited
4. Use the Add and Remove arrows to move columns from the Available Fields list to the Selected Editions
Fields list. Use the Up and Down arrows to change the order of the columns.
5. Click OK.
USER PERMISSIONS
SEE ALSO: To create quote templates:

Guidelines for Using the Quote Templates Editor
To view quote templates:
• View Setup and
Configuration
163

Show an image, such as your company logo, in your quote template’s body, header, or footer.
EDITIONS
Before you begin, review key considerations.
Insert an Uploaded Image orgs) and Lightning
1. To use an image that’s stored in Salesforce CRM Content, locate the image, and then download Experience
it to your local file directory.
2. Drag Text/Image Field into place in the header, the footer, or any section in the body. and Developer Editions
3. Click the image icon, click Choose File, and then select the image in your file directory. In Sales Cloud, also
4. Click Open and then Insert. available in: Professional,
The image appears in the field. To resize it, drag the sizing handles, which show the image’s Enterprise, and Unlimited
height and width in pixels. Editions
5. Click OK.
USER PERMISSIONS
6. To see how the image looks in PDFs that are created from the template, click Save and Preview.
7. To suppress the title from appearing on the template or PDF, select Hide Title in Section To create quote templates:
Properties. • Customize Application
Insert an Image from a Salesforce Web Address • View Setup and
Configuration
1. If you need to, upload the image to the Documents tab, or define a static resource.
2. Drag Text/Image Field into place in the header, the footer, or any section in the body.
3. To suppress the title from appearing on the template or PDF, select Hide Title.
4. Click OK.
5. On the Documents tab or the Static Resources page, open the image’s detail page, click View File, and then copy its URL.
6. In the quote template editor, click in the title bar of Text/Image Field.
7. Click the image icon, and then click the Web Address tab.
8. Paste the URL into the URL field, and then click Insert.
9. Click OK.
10. To see how the image looks in PDFs that are created from the template, click Save and Preview.
Important: If the image is removed from the Documents tab or Static Resources page where it’s stored, the template displays a
message that the image isn’t available. Restore the image, open the template, delete the error message image, and then paste
the URL again.
164
Add a Totals Section to a Quote Template

Include subtotal and grand total amounts for your quote.
EDITIONS
1. Do either of the following.
a. Select Standard Template when you create a template, and then modify the totals
section as needed.
orgs) and Lightning
b. Drag a section onto the layout of any template, and then drag total-related fields (such as Experience
Subtotal and Grand Total) to the right half of the section. If you’re placing the
section directly below a list, hide the title.
2. Click , and then select right field alignment.
3. Save your changes. available in: Professional,
Editions
SEE ALSO:
USER PERMISSIONS

• View Setup and
Configuration
Add a Signature Block to a Quote Template

Create signature and date lines so that customers can easily sign off on their quotes.
EDITIONS
1. Drag Text/Image Field into the footer of your template. To right-align your signature
block, or to create two signature blocks, use two columns. Available in: Salesforce
2. Enter a label for each line that you want to create. For example, enter Signature, Name,
orgs) and Lightning
Title, or Date.
Experience
3. To create a line where the customer can sign or write other information, press and hold the
underscore key.
4. Click OK.
5. Save your changes. available in: Professional,
SEE ALSO: Editions
USER PERMISSIONS

• View Setup and
Configuration
165
Manage Your Quotes

Show your customers the prices of the products and services that you offer. Sync quotes and
EDITIONS
opportunities so your information stays up to date.
Create and Manage Quotes Classic and Lightning
Create quotes to show your customers the prices of the products and services that you offer. Experience
Create a set of quotes to show different combinations of products, discounts, and quantities Available in: Performance
so customers can compare prices. Then add and sort products as needed to keep your quotes and Developer Editions
up to date.
How Quote Syncing Works available in: Professional,
Quote syncing lets you link a quote to the opportunity that it was created from and synchronize Enterprise, and Unlimited
all updates between the two records. An opportunity can have multiple quotes, but it can sync Editions
with only one quote at a time.
Link a quote to the opportunity that it was created from. That way, updates to one record are always reflected in the other.
Create and Manage Quotes

Create quotes to show your customers the prices of the products and services that you offer. Create
EDITIONS
a set of quotes to show different combinations of products, discounts, and quantities so customers
can compare prices. Then add and sort products as needed to keep your quotes up to date. Available in: Salesforce
1. Click New Quote on the Quotes related list on an opportunity. The Subtotal, Discount, Classic (not available in all
Total Price, and Grand Total fields show values from the opportunity. If your orgs) and Lightning
Salesforce admin has enabled Create Quotes Without a Related Opportunity in Quote Settings, Experience
you can click +New Quote on the Quotes page. Available in: Performance
2. Complete the fields. and Developer Editions
3. Save your changes. In Sales Cloud, also
• A unique quote number is added. available in: Professional,
• Products on the opportunity are copied to the quote as line items. Editions
• The grand total is recalculated based on the taxes and shipping information that you entered.
To add a line item to a quote: USER PERMISSIONS

1. Click Add Products in Lightning Experience or Add Line Item in Salesforce Classic in the Quote To view quotes:
Line Items related list. • Read on Quotes
2. If no price book was selected on the opportunity, select a price book for the quote. Otherwise, To create quotes:
the quote uses the opportunity’s price book. • Create on Quotes
3. To locate a line item, enter search criteria in the lookup. To add quote line items:
4. Select the products that you want to add, and then click Next in Lightning Experience or Select • Edit on Quotes
in Salesforce Classic. AND
5. Complete the fields. The sales price defaults to the product’s list price as recorded in the price Read on Products and
book. Depending on your permissions, you can edit the sales price. Price Books
166
The line items are added to the Quote Line Items related list. The grand total in the detail section is the sum of the related line items.
The discount is the average discount for the line items.
To sort line items in a quote:

1. Click Sort in the Quote Line Items related list.
2. In Salesforce Classic, use the arrows to sort line items. In Lightning Experience, drag line items into the order you want.
The sort order updates after you sync related opportunities. The PDF quote also includes the sort order.
SEE ALSO:
Considerations for Creating and Managing Quotes and Quote Line Items
Create and Email Quote PDFs
How Quote Syncing Works

Quote syncing lets you link a quote to the opportunity that it was created from and synchronize all
EDITIONS
updates between the two records. An opportunity can have multiple quotes, but it can sync with
only one quote at a time. Available in: Salesforce
While a quote and an opportunity are synced, any addition or change to the list of products in one Classic (not available in all
record syncs with the list of products in the other one. Adding or removing a line item from a quote orgs) and Lightning
updates the synced opportunity’s Products related list. Adding or removing a product from the Experience
opportunity updates the synced quote’s Quote Line Items related list. Product sorting also syncs Available in: Performance
between the two records. The quote and opportunity continue to sync each way until you stop and Developer Editions
syncing or delete one of the records.
You can sync quotes and opportunities that don’t have any products. When you add a product to
either record, it’s automatically added to the record that it’s synced to. Enterprise, and Unlimited
If an opportunity and a quote are synced, the opportunity identifies the synced quote in the following Editions
places.
• The Synced Quote field on the Opportunity detail page
• The Syncing checkbox in the Quotes related list
You can’t edit the opportunity’s Amount field, even if you stop syncing.
If you replace the synced quote with another synced quote, the existing opportunity line items are replaced by the newly synced quote
records.
If you stop the sync between a quote and an opportunity, the link is broken and the records are no longer automatically updated with
each other’s changes.
SEE ALSO:
Troubleshooting Quote Syncing
167

Link a quote to the opportunity that it was created from. That way, updates to one record are always
EDITIONS
reflected in the other.
1. Open the quote that you want to sync, and then click Start Sync. Available in: Salesforce
2. Follow the prompts until the quote and opportunity are synced.
orgs) and Lightning
The opportunity’s Synced Quote field and quotes related list identify the quote that’s
Experience
synced.
3. To stop syncing between a quote and an opportunity, open the synced quote, and then click Available in: Performance
Stop Sync.
Updates are no longer synced between the records. In Sales Cloud, also
4. To sync a different quote with an opportunity, follow the steps for syncing a quote. available in: Professional,
The previously synced quote stops syncing, and the new quote starts. Enterprise, and Unlimited
Editions
SEE ALSO:
USER PERMISSIONS
How Quote Syncing Works
Troubleshooting Quote Syncing To sync quotes:
• Create on quotes
Create and Email Quote PDFs

Provide quotes to your customers the easy way: via PDF. Create quote PDFs from a standard template
EDITIONS
or from your company’s design. Email quotes to your customers. Then delete quotes that you no
longer need. Available in: Salesforce
Create a Quote PDF from the Standard Template orgs) and Lightning
Quickly create quote PDFs from the standard templates. Experience
Create a Quote PDF by Selecting a Template Available in: Performance

Select from the available templates to create a PDF. and Developer Editions
Email Quote PDFs In Sales Cloud, also

Email quotes to your customers. available in: Professional,
Editions
SEE ALSO:
Considerations for Creating Quote PDFs USER PERMISSIONS
To create or email quote

PDFs:
• Edit on quotes
168
Create a Quote PDF from the Standard Template

Quickly create quote PDFs from the standard templates.
EDITIONS
If you haven’t created custom templates or generated PDFs, start from the standard template.
1. On the quote detail page, generate a preview by clicking Create PDF.
2. Save the PDF to the Quote PDFs related list by clicking Save to Quote. The PDF name is the orgs) and Lightning
quote name plus a version number, such as AcmeQuote_V1. Experience


Editions
Create a Quote PDF by Selecting a Template

Select from the available templates to create a PDF.
EDITIONS
1. Do one of the following.
• If you’re using Lightning Experience, click Create PDF, and then choose a template from
the dropdown list.
orgs) and Lightning
• If you’re using Salesforce Classic, click the Create PDF dropdown list, and then select a Experience
template from the Recent Templates list, or click Choose Template and search for
the template that you want to use. Available in: Performance
2. Generate a preview by clicking Create PDF.
3. Save the PDF to the Quote PDFs related list by clicking Save to Quote. The PDF name is the available in: Professional,
quote name plus a version number, such as AcmeQuote_V1. Enterprise, and Unlimited
Editions
Email Quote PDFs

Email quotes to your customers.
EDITIONS
Email Quote PDFs and Other Documents in Lightning Experience Available in: both Salesforce
Make it easy for your customers to compare. Email one or more quote PDFs and other documents Classic and Lightning
at the same time in Lightning Experience. Experience
Email a Quote PDF in Salesforce Classic Available in: Performance

Email a quote for your customer’s approval in Salesforce Classic. and Developer Editions

Editions
169
Email Quote PDFs and Other Documents in Lightning Experience

Make it easy for your customers to compare. Email one or more quote PDFs and other documents
EDITIONS
at the same time in Lightning Experience.
1. Click Email Quote on a quote’s activity timeline to open an email task with the last uploaded Available in: Lightning
document attached. Or, click Email PDF on the Quote PDFs related list to open an email task Experience
with the quote document attached.
2. Enter the customer’s email address, a subject, and body text. and Developer Editions
3. Click Attach file, add quotes and other documents one at a time, and then send. In Sales Cloud, also
Editions
Email a Quote PDF in Salesforce Classic

Email a quote for your customer’s approval in Salesforce Classic.
EDITIONS
1. Click the email option on the PDF preview, on the quote detail page, or next to the PDF in the
Quote PDFs related list. An email task opens with the current quote PDF attached. Available in: Salesforce
Classic
2. Enter the customer’s email address, a subject, and body text, and then send.

Editions
Things to Know About Quote Templates

Review considerations and guidelines for working with quote templates.
EDITIONS
Considerations for Creating Quote Templates Available in: Salesforce

Before you create a quote template, consider a few key points. Classic and Lightning
Experience
While you’re creating and editing quote templates, refer to key guidelines for additional Available in: Performance
information. and Developer Editions
Considerations for Adding Images to Quote Templates In Sales Cloud, also

Before you add images to quote templates, consider a few key points. available in: Professional,
Quote Template Fields Editions
If you’re working with quote templates, review details about quote template fields.
Quote Template and PDF Limitations
Limitations for quote templates and PDFs.
170
Considerations for Creating Quote Templates

Before you create a quote template, consider a few key points.
EDITIONS
• Quote PDFs don’t support right-to-left languages. The text aligns to the left side of the page.
• Text formatting isn’t available in the Text/Image Field for Unicode languages such as Available in: Salesforce
Arabic and Japanese. To make these languages visible in plain text, contact Salesforce and ask Classic (not available in all
orgs) and Lightning
to enable the feature for foreign character support for rich text area fields in Quote PDFs.
Experience
• Advanced Currency Management isn’t available with quotes.
• The maximum number of characters that you can use in the quotes template Text/Image
Field is 32,000. This number includes the hidden HTML characters that are used to format
text. In Sales Cloud, also
• Sometimes a field doesn’t appear on the quote templates palette or on a PDF that’s created available in: Professional,
from a template. Enterprise, and Unlimited
Editions
– If the default value for the field exceeds 255 characters, quote templates can’t include text
areas or text fields.
– If a user can’t view or update a field because of field-level security settings, that field doesn’t appear on PDFs that are created
from a template, even if the template includes that field. Read-only fields appear on PDFs.
– Fields that appear on a quote page layout but don’t contain data for a given quote appear on the quote templates palette but
not when a PDF is created.
– Quote line item fields that don’t contain data don’t appear as columns in a list when a PDF is created, even if the template
includes that field. For example, if no quote line items offer a discount, the Discount column doesn’t appear, even if the list
includes the Discount field.
– If a related list isn’t included on a quote page layout, it doesn’t appear on the template palette or any PDFs for quotes that use
that page layout.
– If the currency of a product on an opportunity differs from the user’s currency in a multicurrency org, currency fields for quotes
and quote line items appear in both currencies. The product’s currency is converted to the user’s currency, and the converted
amount appears in parentheses. Fields in quote custom reports appear in the report’s currency. Currency fields include Subtotal,
Tax, and Grand Total.
– If you create a Developer or Developer Pro sandbox, templates that contain Text/Image fields can’t be opened for editing
within the sandbox.
• Fields within sections have different alignment than columns within lists, so if you place a totals section below a list, its field values
won’t align directly below the right-hand list values. For example, say your template includes a list of quote line items, including a
Total Price column at the far right that shows the total for each line item. If you add a totals section beneath the list, and you include
Subtotal, Total Price, and Grand Total fields, their values will show the total of all line items, but the amounts won’t
align directly below the list’s Total Price column.
• Quote PDFs appear in both the Quote PDFs related list and the Notes & Attachments related list.
SEE ALSO:
171

While you’re creating and editing quote templates, refer to key guidelines for additional information.
EDITIONS
General Guidelines
• Click beneath the palette at the top to expand or collapse it.
• In the left column, select an object to display its fields on the palette. orgs) and Lightning
• Use Quick Find to easily locate items on the palette. Experience
• To add an element to the template, drag it from the palette to the layout. Available in: Performance
• To remove an element from the layout, drag it back to the palette, or hover over its title bar and Developer Editions
and click .
• For any section (including a header or footer), double-click its title bar or click to: available in: Professional,
– Hide the section title. Enterprise, and Unlimited
Editions
– Hide field labels. (Field names appear in gray in the quote template editor, but they don’t
appear on quote PDFs.)
– Change the number of columns (one or two).
– Adjust field alignment.
• To rename the template, click Quote Template Properties.

• To show field content without labels in quote template sections, headers, and footers, click , and then select the Hide checkbox.
• Use the Blank Space field to add vertical space anywhere on the template. Each Blank Space field adds five pixels of vertical space
to the quote PDF.
Note: The space in the quote template preview doesn’t look the same as the space in the quote PDF.
Guidelines for Using Headers and Footers

A header or footer is essentially a section. You can add fields to it and show or hide its title. You can’t remove a header or footer or add
more sections to it.
• In the quote template editor, select an object, and then drag the fields that you want to the header or footer.
• To use an image, such as your company logo, or include extended information, such as terms and conditions, use Text/Image
Field.
• To change the number of columns in your header or footer, click , and then select the number (one or two) that you want.
– To display an image that spans the width of a page, use a one-column header or footer.
– For terms and conditions text, use a one-column footer.
• To change field alignment within a column, click , and then select left or right alignment.
• To hide field labels, click , and then select the Hide checkbox.
172
Considerations for Adding Images to Quote Templates

Before you add images to quote templates, consider a few key points.
EDITIONS
• You can store images for uploading in your file system or in Salesforce CRM Content.
• If you store images on the Documents tab or the Static Resources page, you get a web address Available in: Salesforce
that you can use to insert the image. Classic (not available in all
orgs) and Lightning
• If you insert an image that’s too large, it’s cropped when users create quote PDFs from the Experience
template. To prevent cropping, click Save and Preview after you insert an image, and then
resize the image as needed. Available in: Performance
• To insert an image from a public web address outside Salesforce (such as your company’s
website), contact Salesforce and ask to have the public URL allowlisted for your Salesforce org. In Sales Cloud, also
SEE ALSO:
Editions
Quote Template Fields

If you’re working with quote templates, review details about quote template fields.
EDITIONS
Note: To help you understand the information that you get when you select fields for your
template, the Template Field Name column in the following table provides additional Available in: Salesforce
information that doesn’t appear on PDFs that are created from the template. Classic (not available in all
orgs) and Lightning
Experience
Object Object Field Template Field PDF Field Name
Name Available in: Performance
User First Name, Last Prepared By Prepared By
Name (Name) In Sales Cloud, also
User Email Prepared By E-mail
(Email) Editions
User Phone Prepared By Phone
(Phone)
User Fax Prepared By Fax

(Fax)
Company Information Address Organization Company

(Address) Address
Quote Documents Hidden. The date when Quote PDF Created Date
the PDF was generated (Created Date)
and saved in the quote
documents object.
SEE ALSO:
173
Quote Template and PDF Limitations

Limitations for quote templates and PDFs.
Quote Template Limitations

Sometimes , a field may not appear on the quote templates palette or on a PDF created from a template.
• Text fields can't be used on quote templates if the default value for the field exceeds 255 characters.
• If a user is unable to view or update a field because of field-level security settings, that field won't appear on PDFs created from a
template, even if the template includes that field. Read-only fields will appear on PDFs.
• A field that appears on a quote page layout but does not have a value for a given quote will appear on the quote templates palette,
but won't appear on PDFs created from that quote.
• Quote line item fields that don't contain data won't appear as columns in a list when a PDF is created, even if the template includes
that field. For example, if no quote line items offer a discount, the Discount column won't appear, even if the list includes the
Discount field.
• If a related list is not included on a quote page layout, it won't appear on the template palette or any PDFs for quotes that use that
page layout.
Quote PDF Limitations

• Text fields displayed in a related list in a quote PDF are truncated to fewer than 256 characters . This limitation occurs on rich text
area fields, other types of text fields, standard fields, and custom fields.
• Quote PDFs do not support right-to-left languages. The text aligns to the left side of the page instead of the right.
• Quote PDFs do not show formatting from RTA fields.
Things to Know About Quotes

Review considerations for working with quotes.
EDITIONS
Considerations for Deleting Quotes Available in: Salesforce

Before you delete a quote, it’s a good idea to understand how deleting a quote affects Classic and Lightning
quote-related PDFs and syncing with opportunities. Experience
Considerations for Creating and Managing Quotes and Quote Line Items Available in: Performance
Before you create a quote or work with quote line items, review a few key points. and Developer Editions
Considerations for Creating Quote PDFs In Sales Cloud, also

Before you create quote PDFs, consider a few key points. available in: Professional,
Quotes Fields Editions
If you’re troubleshooting quotes or working with custom fields, review the details about quote
fields.
Errors can occur when you try to sync quotes under certain conditions. Review common error messages, and learn how to resolve
them. If you don’t have the appropriate permissions, contact your Salesforce admin.
Quotes: What’s Different or Not Available in the Salesforce Mobile App
174
Considerations for Deleting Quotes

Before you delete a quote, it’s a good idea to understand how deleting a quote affects quote-related
EDITIONS
PDFs and syncing with opportunities.
• If you have the appropriate permissions, and you’re an admin, the quote owner, or someone Available in: Salesforce
above the quote owner in the organization role hierarchy, you can delete quotes. Classic (not available in all
orgs) and Lightning
• When you delete a quote, here’s what happens. All related PDFs, notes, and attachments are
Experience
deleted. If the quote is synced with an opportunity, the record is removed from the opportunity’s
Quotes related list. The deleted quote is moved to the Recycle Bin. Available in: Performance
• If you restore a previously synced quote, it’s no longer synced with the opportunity. and Developer Editions

Editions
Considerations for Creating and Managing Quotes and Quote Line Items
Before you create a quote or work with quote line items, review a few key points.
EDITIONS
Note: Your user permissions determine which tasks you can perform. See your Salesforce
admin for help with any tasks that you can’t perform on your own. Available in: Salesforce
• Relevant price books, products, and list prices must be active in an opportunity before you can orgs) and Lightning
create a quote for the opportunity. Experience
• Professional, Enterprise, Performance, Unlimited, and Developer Edition orgs can activate record
types and ask you to choose a Record Type when creating a quote. Record types determine
the picklist values and business processes that are available when you create or edit a record.
• If you use divisions (Salesforce Classic only), the division of a new quote is automatically set to In Sales Cloud, also
the division of the related opportunity. available in: Professional,
• Quotes don’t support division filters. Editions
• You can sort up to 200 quote lines. If your quote has more than 200 line items, sorting is done
via the API.
• When you sort quote line items, the sort order updates in PDF quotes and in synced opportunities.
• When a quote is synced with an opportunity then you add a line item to the quote, the new line item is copied to the opportunity
as a product in the Products related list.
• If an opportunity is syncing with a quote, deleting the quote line item deletes the corresponding product from the opportunity’s
Products related list.
• Opportunity Name isn’t a required field on the quote record page layout.
• Custom field syncing isn’t supported. When a quote is created from the API, the quote line items aren’t created based on the
opportunity line items. New opportunity line items are created based on the quote line items.
• If a product has default schedules, the schedules aren’t created when you add a line item to a quote. If the line item is copied from
the opportunity, you can view the schedule from the opportunity. To change the schedule, edit the product record directly.
• If you have a quote line item with a discount, and the product has a default schedule on the product record or an individual schedule
on the opportunity product record, you can’t edit the Discount field of the line item.
• Creating a quote via New Quote on the Quote related list copies the opportunity products to the quote line items. Custom buttons
or quick actions don't automatically create quote line items.
175
Considerations for Creating Quote PDFs

Before you create quote PDFs, consider a few key points.
EDITIONS
• Quote PDFs don’t support right-to-left languages. The text aligns to the left side of the page
instead of the right. Available in: Salesforce
• Text fields in a related list in a quote PDF are truncated to fewer than 256 characters. This limit Classic (not available in all
occurs on rich text area fields, other types of text fields, standard fields, and custom fields. orgs) and Lightning
Experience
• Your Salesforce admin determines which status is the default for new quotes and which statuses
allow you to email a quote PDF. For example, your admin can prevent you from emailing a Available in: Performance
quote whose status is In Review. and Developer Editions
• In Lightning Experience, the Save and Email Quote button shows on quote PDFs only if the In Sales Cloud, also
Email Quote button is already on the quote page layout. available in: Professional,
Editions
Quotes Fields
If you’re troubleshooting quotes or working with custom fields, review the details about quote
EDITIONS
fields.
These tables list the fields that make up a quote. Your page layout, field-level security settings, and Available in: Salesforce
Salesforce edition determine what fields are visible and editable. (Field-level security is available in Classic (not available in all
Professional, Enterprise, Unlimited, Performance, and Developer Editions.) orgs) and Lightning
Experience
Note: If the currency of a product on an opportunity differs from the user’s currency in a
multicurrency org, currency fields for quotes and quote line items appear in both currencies. Available in: Performance
The product’s currency is converted to the user’s currency, and the converted amount appears and Developer Editions
in parentheses. Fields in quote custom reports appear in the report’s currency. Currency fields In Sales Cloud, also
include Subtotal, Tax, and Grand Total. available in: Professional,
Field Description Editions
Account Name The name of the account that the quote’s opportunity is
linked to. (Read only.)
Additional To Another address field. By default not displayed on the page

layout.
Additional To Name The name of the person or company that’s associated with
the additional address.
Bill To The billing address for the account that’s associated with
the quote.
Bill To Name The name of the person or company that the quote is billed
to.
Contact Name The name of the contact that’s associated with the quote.
By default, this contact is the primary contact on the
opportunity.
Contract The contract that’s associated with the quote.
176
Field Description
Created By The user who created the quote, including the creation date and time. (Read only.)
Description The description of the quote, or notes to help you differentiate between quote
versions.
Discount The weighted average of all line item discounts on the quote. Can be any positive
number up to 100. (Read only.)
Email The email address of the contact who’s associated with the quote. If available,
automatically completed when you add a contact.
Expiration Date The date when this quote is no longer valid.
Fax The fax number for the contact who’s associated with the quote. If available,
Grand Total The total price of the quote plus shipping and taxes. (Read only.)
Last Modified By The user who most recently changed the quote, including the modify date and
time.(Read only.)
Line Items The number of line items on the quote.
Opportunity Name The name of the opportunity that’s associated with the quote. (Read only.)
Owner The owner of this quote. Quotes can have a different owner than their parent
opportunity. (Read only.)
Phone The phone number of the contact who’s associated with the quote. If available,
Quote Currency The currency of the quote that is taken from the currency of the associated
opportunity. Available only for organizations with the multicurrency feature enabled.
Currency fields for quotes and quote line items default to the user's currency. If the
opportunity currency differs from the user’s currency, the quote currency must
match the currency of its parent opportunity. Users can’t change the quote currency
to be different than the opportunity currency.
Quote Name The quote’s name.
Quote Number A system-generated number that identifies the quote. (Read only.)
Quote To The address to send the quote to for approval, such as the address of a third-party
agency that represents a buyer. By default not displayed on the page layout.
Quote To Name The name of the entity (such as a person or business) that the quote is sent to for
approval.
Record Type The name of the field that determines what picklist values are available for the
record. The record type can be associated with a sales process. Available in
Professional, Enterprise, Unlimited, Performance, and Developer Editions.
Shipping and Handling The total shipping and handling costs for the quote.
Ship To The shipping address for the account that’s associated with the quote.
177
Field Description
Ship To Name The name of the entity (such as a person or company) that the quote line items
are shipped to.
Status The status of the quote. The standard options are:

• —None—
• Draft
• Needs Review
• In Review
• Approved
• Rejected
• Presented
• Accepted
• Denied
Your admin determines which status is the default for new quotes and which
statuses allow you to email a quote PDF.
Subtotal The total of the quote line items before discounts, taxes, and shipping are applied.
(Read only.)
Syncing Whether the quote syncs with its associated opportunity. (Read only.)
Tax The total taxes for the quote.
Total Price The total of the quote line items after discounts and before taxes and shipping.
(Read only.)
Quote Line Item Fields
Field Description
Created By The user who created the line item, including creation date and time. (Read only.)
Date The service date, effective date, or other date for the product.
Discount The discount that you apply to the line item. You can enter a number with or
without the percent symbol. You can use up to two decimal places.
Last Modified By The user who most recently changed the line item, including the modify date and
time. (Read only.)
Line Description The description of the product in the line item.
Line Item Number A system-generated number that identifies the line item. (Read only.)
List Price The price of the product within the price book, including currency. (Read only.)
Product The name of the line item product as listed in the price book. (Read only.)
Product Code The internal code or product number used to identify the product.
178
Field Description
Quantity The number of units of this line item’s product included in the quote. The value
must be one or greater. If a quote is synced with an opportunity, this field is updated
from the quote line item to the opportunity product.
Quote Name The name of the quote that the line item is for.
Sales Price The price that you want to use for the product. Initially, the sales price for a product
on an opportunity or quote is the product’s list price from the price book, but you
can change it here. If a quote is synced with an opportunity, this field is updated
from the quote line item to the opportunity product.
Schedule Whether the line item uses schedules in the opportunity. Default schedules aren’t
carried over from the opportunity when opportunity products are copied to a
quote.
Subtotal The line item’s sales price multiplied by the quantity.
Total Price The line item’s sales price multiplied by the quantity and minus the discount.

Errors can occur when you try to sync quotes under certain conditions. Review common error
EDITIONS
messages, and learn how to resolve them. If you don’t have the appropriate permissions, contact
your Salesforce admin. Available in: Salesforce
Quote Sync Error Resolution orgs) and Lightning
Experience
This quote can't be synced because it has • If the product isn’t active, edit the product
inactive or archived products. and select the Active checkbox. Available in: Performance
• If the product has been archived and the
opportunity isn’t closed, delete the product. In Sales Cloud, also
This quote can't be synced because it has an Enterprise, and Unlimited
• If the price book isn’t active, edit the price
inactive or archived price book. Editions
book and select the Active checkbox.
• If the price book has been archived and the
opportunity isn’t closed, delete the price
book.
This quote can't be synced because it has • If the list price isn’t active, edit the list price
inactive or archived list prices. and select the Active checkbox for the
list price.
• If the list price has been archived and the
opportunity isn’t closed, delete the list price.
This quote can't be synced because it has an Activate the currency from Setup by entering
inactive currency. Manage Currencies in the Quick
Find box, then selecting Manage Currencies.
179
Sales Cloud Basics Contracts
Quote Sync Error Resolution

This quote can't be synced because one or more of the schedules Create a different quote and sync it, or open the product, delete
for the opportunity products have changed since the quote was the schedule, and then re-create the schedule.
created.
This quote can't be synced because another quote that’s being To unlock the other quote, finish the approval process or recall the
synced for this opportunity is locked due to a workflow approval request for approval.
process. Opportunities can only sync with one quote at a time.
The SyncedQuote field is read only within a trigger. Determine whether your Salesforce org is using an Apex trigger
that’s attempting to modify the SyncedQuote field. The
SyncedQuote field is read only and can’t be modified with a
trigger. An admin can modify the trigger.
Quotes: What’s Different or Not Available in the Salesforce Mobile App

• Quote PDFs appear in the related list but aren’t viewable.
• You can’t add or edit multiple quote line items at the same time.
• You can’t perform these actions.
– Email quotes
– Create or delete PDFs
– Start sync or stop sync
– Create quotes from the Quotes home page. You create quotes from opportunities.
Contracts
A contract is a written agreement between parties. Many companies use contracts to define the
EDITIONS
terms for doing business with other companies. Use Salesforce to establish and document the
contracts that you have with your accounts and opportunities. Track the contract through your Available in: both Salesforce
approval process. And use workflow alerts to remind yourself of contract renewals. Classic and Lightning
Experience
Set Up Contracts Available in: Performance
Customize Salesforce to handle your internal contract management process. and Developer Editions
Manage Your Contracts Available in: Professional,
Establish and document the contracts that you have with your accounts and opportunities. Enterprise, and Unlimited
Track the contract through your approval process. And use workflow alerts to remind yourself Editions with the Sales Cloud
of contract renewals.
Things to Know About Contracts
When you create a contract, consider the type of information that’s needed to maximize the quality of your data.
180
Set Up Contracts
Customize Salesforce to handle your internal contract management process.
EDITIONS
To access the Contract Settings page, from Setup, enter Contract Settings in the Quick
Find box, then select Contract Settings. Available in: both Salesforce
orgs) and Lightning
Enable Contract Expiration Notices Experience
Send email notifications to account and contract owners when a contract expires.
Contracts are available in:
1. Select Send Contract Expiration Notice Emails to Account and Contract Owners, and Performance and
then save your changes. Developer Editions
2. To stop sending expiration notices, deselect this option, and then save your changes. Contracts are available in:
and Unlimited Editions with
Enable Auto-Calculation of Contract End Dates the Sales Cloud
To automatically calculate contract end dates, select Auto-calculate Contract End Date, and then
save your changes.
USER PERMISSIONS
Note:
To change contract settings:
• If Salesforce automatically calculates a contract end date, it doesn’t appear on the contract’s
edit page.
• If Auto-calculate Contract End Date is enabled, and Contract Start Date or Contract Term
is blank, Contract End Date is blank.
Disable Auto-Calculation of Contract End Dates

If your contracts don’t have end dates, or if you prefer to let your sales team enter them manually, disable auto-calculation of contract
end dates.
1. Deselect Auto-calculate Contract End Date, and then save your changes.
2. View your page layout and field-level security settings for Contract End Date, Contract Start Date, and Contract Term to verify that
your sales team can read and edit them as needed.
Track History for All Statuses

The default is to track history for contracts with a status of In Approval Process or Activated.
To track history for contracts for all statuses, select Track History for All Statuses, and then save your changes.
Show a Contract on Opportunity or Quote Details

To show a contract on the opportunity or quote details, use field-level security and field accessibility.
1. From Setup, at the top of the page, select Object Manager.
2. In the object management settings for opportunities or quotes, click Contract in the fields area.
3. Click Set Field-Level Security.
4. Select Visible for each profile that you want to see contracts on opportunity or quote details, and then save your changes.
5. Click View Field Accessibility.
181
6. If any profile is marked hidden, click Hidden, and then select Visible under Page Layout.
7. Save your changes. The profiles are marked editable.
To show an Opportunities or Quotes related list on contracts, use page layouts.
Enable a Contracts Chatter Feed

Add contract fields to be monitored via Chatter.
1. From Setup, enter Feed Tracking in the Quick Find box, then select Feed Tracking.
2. From the list of objects, select Contract.
3. Select the Enable Feed Tracking checkbox and then the checkboxes for the fields that you want to track.
SEE ALSO:
Contracts
Set Up Orders
Find Object Management Settings
Manage Your Contracts

Establish and document the contracts that you have with your accounts and opportunities. Track
EDITIONS
the contract through your approval process. And use workflow alerts to remind yourself of contract
renewals. Available in: both Salesforce
Classic and Lightning
Activate Contracts Experience
Activate a contract to indicate that it’s in effect. An activated contract is read-only. Available in: Performance
Contract History and Developer Editions
Curious about the changes made to a contract during its lifecycle? View the Contract History Available in: Professional,
related list on a contract’s detail page. Enterprise, and Unlimited
Delete Contracts Editions with the Sales Cloud
To keep your data up-to-date, delete contracts that are no longer valid.
182
Activate Contracts
Activate a contract to indicate that it’s in effect. An activated contract is read-only.
USER PERMISSIONS
Open a contract, and then click Activate.
To activate contracts:
• Activate Contracts
SEE ALSO:
AND
Contracts
Read and Edit on
contracts
EDITIONS

Experience


Editions with the Sales Cloud
Contract History
Curious about the changes made to a contract during its lifecycle? View the Contract History related
EDITIONS
list on a contract’s detail page.
Here’s how it works. When someone modifies a standard or custom field whose history is tracked Available in: Salesforce
on a contract, an entry is added to the Contract History related list. Entries show the date, time, Classic
nature of the change, and who made the change. (Changes to the contract’s related lists aren’t
tracked here.)
The default is to track changes for contracts with a status of In Approval Process or Activated. To
track changes for contracts with any status, ask your Salesforce admin to set up contracts.
To report on activated contracts whose fields are tracked, choose Contract History under Contracts Editions with the Sales Cloud
and Orders in the Reports area.
If you’re using Lightning Experience, switch to Salesforce Classic to see Contract History.
183
Delete Contracts
To keep your data up-to-date, delete contracts that are no longer valid.
EDITIONS
You delete a contract on the contracts list view or a contract’s detail page.
When you delete a contract:
• It’s moved to the Recycle Bin. orgs) and Lightning
• All related orders, notes, attachments, events, tasks, history, and approval requests are deleted. Experience
(Associated accounts aren’t deleted.) If you restore the contract, the related items are restored.

USER PERMISSIONS
To delete inactivated
contracts:
• Delete on contracts
AND
Read on accounts
To delete activated contracts

(Salesforce admins only):
• Delete Activated
Contracts
AND
Read on accounts

When you create a contract, consider the type of information that’s needed to maximize the quality
EDITIONS
of your data.
• The start date (required) Available in: both Salesforce
• How long the contract will be in effect: the term in months (required) Classic and Lightning
Experience
• The end date
Some admins configure Salesforce to calculate the contract end date based on the contract start
date and contract term. If the contract end date is calculated, it doesn’t appear on the contract’s
edit page. Available in: Professional,
If you use divisions (Salesforce Classic only), the division of a new contract is set to the division of Enterprise, and Unlimited
the related account.
Contract Fields
Your page layout and field-level security settings determine which fields are visible and editable.
184
Contract Fields
EDITIONS
A contract has the following fields, listed in alphabetical order.
orgs) and Lightning
Account Name Name of the account associated with the Experience
contract.
Activated By Name of the person who activated the contract. and Developer Editions
Activated Date Activation date of the contract. Available in: Professional,
Billing City City portion of billing address. Up to 40
characters are allowed.
Billing Country Country portion of billing address. Entry is

selected from a picklist of standard values or
entered as text. If the field is a text field, up to
80 characters are allowed.
Billing State/Province State or province portion of billing address. Entry

is selected from a picklist of standard values or
entered as text. If the field is a text field, up to
80 characters are allowed.
Billing Street Street address used for billing. Up to 255

Billing Zip/Postal Code Zip or postal code portion of billing address. Up

to 20 characters are allowed.
Company Signed By User at your company who authorized the

contract.
Company Signed Date Date when the contract was authorized.
Contract Division Division to which the contract belongs

(Salesforce Classic only). This value is inherited
from the related account. Available only in orgs
that use divisions to segment data.
Contract End Date Last day when the contract is in effect. Your
admin can configure Salesforce to calculate the
contract end date based on the contract start
date and contract term. If this field is
auto-calculated, it doesn’t appear on the
contract edit page.
Contract Name Title for the contract that distinguishes it from

other contracts.
Contract Number Unique number assigned to the contract.

Numbering for contracts starts at 100. (Read
185
Field Description
only.) Admins can modify the format and numbering for this
auto-number field.
Contract Owner User who owns the contract record.
Contract Start Date First day when the contract is in effect.
Contract Term (months) Number of months that the contract is in effect.
Created By User who created the contract record.
Customer Signed By Contact on the account that authorized the contract.
Customer Signed Date Date when the contact signed the contract.
Customer Signed Title Title of the contact who signed the contract.
Description Statement describing the contract.
Last Modified By User who most recently changed the contract record.
Owner Expiration Notice Number of days before the contract end date when you want to
send the notification, if the contract owner and account owner
wants to be notified of an upcoming contract expiration.
Shipping City City portion of primary mailing or shipping address. Up to 40

Shipping Country Country portion of primary mailing or shipping address. Entry is

selected from a picklist of standard values or entered as text. If the
field is a text field, up to 80 characters are allowed.
Shipping State/Province State or province portion of primary mailing or shipping address.

Entry is selected from a picklist of standard values or entered as
text. If the field is a text field, up to 80 characters are allowed.
Shipping Street Primary mailing or shipping street address of account. Up to 255

Shipping Zip/Postal Code Zip or postal code portion of primary mailing or shipping address.
Up to 20 characters are allowed.
Special Terms Any terms that you’ve agreed to and want to track in the contract.
Status Stage that the contract has reached in the contract business
process. Your admin can add values to this picklist within three
system-defined contract status categories: Draft, In Approval
Process, and Activated. You can use these status categories to track
contracts within your business process using reports and views.
Custom Links List of custom links for contracts set up by your admin.
SEE ALSO:
186
Sales Cloud Basics Orders
Orders
Use orders to track your customers’ requests for products and services.
EDITIONS
An order is an agreement between a company and a customer to provision services or deliver
products with a known quantity, price, and date. Your Salesforce admin determines whether you Available in: both Salesforce
add orders to contracts or accounts. Classic and Lightning
Experience
For example, an Internet service provider probably requires customers to commit to a year of service.
That company requires contracts as a reference for every order. But a company that sells clothing Available in: Professional,
probably sells products in a single transaction. That company associates each order with an account. Enterprise, Performance,
Editions
Set Up Orders
Customize Salesforce to handle your internal order management process.
USER PERMISSIONS
Manage Your Orders
Share orders, add products to orders, and reduce orders as needed. To view the Orders tab:
Things to Know About Orders • Read on orders
Review considerations, guidelines, and limitations for using orders. To view orders:
• Read on orders
SEE ALSO:
Reduction Orders
Sales Features: What's Different or Not Available in Lightning Experience
Sales Features: What's Different or Not Available in Lightning Experience
Set Up Orders
Customize Salesforce to handle your internal order management process.
EDITIONS
Specify the following order settings from the Order Settings page in Setup.
Enable Orders
Experience
To let your sales team track and manage customer requests for products or services, enable
orders. Available in: Professional,
Enable Negative Quantities for Order Products
To let your sales team add order products with quantities of less than zero, enable negative Editions
quantities.
Enable Reduction Orders
USER PERMISSIONS
To let your sales team process returns or reductions on activated orders (Salesforce Classic only),
enable reduction orders in Salesforce. To modify order settings:
Enable Zero Quantity Orders • Customize Application
To let your sales team add order products with quantities of zero, enable zero quantities.
187
Enable Orders Without Price Books

To let your sales teams use orders in Salesforce while managing products and price books in an external platform, enable orders
without price books.
SEE ALSO:
Orders
Enable Orders
To let your sales team track and manage customer requests for products or services, enable orders.
EDITIONS
1. From Setup, enter Order Settings in the Quick Find box, then select Order Settings.
2. Make sure that Enable Orders is selected.
3. Save your changes. Experience
4. Select which page layouts have an Orders related list, and then save your changes. Available in: Professional,
5. Use profiles or permission sets to assign user and object permissions to the appropriate users. Enterprise, Performance,
6. Create field sets (Salesforce Classic only) on orders and order products to control what fields
Editions
appear on Visualforce pages.
If you disable orders, your order-related data is hidden. To access that data, re-enable orders.
USER PERMISSIONS
SEE ALSO: To modify order settings:

Permission Sets Overview • Customize Application
Working in the Enhanced Profile User Interface Overview Page

Set Up Orders
Orders
About Field Sets
Enable Negative Quantities for Order Products

To let your sales team add order products with quantities of less than zero, enable negative quantities.
EDITIONS
3. Select Enable Negative Quantity. Experience
4. Save your changes. Available in: Professional,
If Enable Negative Quantity is disabled, your sales team can’t add order products with negative Enterprise, Performance,
quantities or activate orders that have order products with negative quantities. But your sales team Unlimited, and Developer
can still view and edit order products that have negative quantities. Editions

Set Up Orders
To modify order settings:
Order Products • Customize Application
188

To let your sales team process returns or reductions on activated orders (Salesforce Classic only),
EDITIONS
enable reduction orders in Salesforce.
1. From Setup, enter Order Settings in the Quick Find box, then select Order Settings. Available in: both Salesforce
Experience
3. Select Enable Reduction Orders.
4. Save your changes. Performance, Unlimited,
5. Using a profile or permission set, assign the necessary permissions to the appropriate sales and Developer Editions
team members.
• To create reduction orders, team members need the “Create Reduction Orders” user USER PERMISSIONS
permission.
• To add order products to reduction orders, team members need field-level access to these
order product fields: Start Date, End Date, and Original Order Product.
6. Consider adding the Reduction Order Products related list to your page layouts for order products.
Note: If Enable Reduction Orders is later disabled, the “Create Reduction Orders” permission is hidden from all profiles or permission
sets, but no data is hidden. Your sales team can’t create or activate reduction orders, but they can view and edit existing ones. If
you disable reduction orders, disable the record types and page layouts specific to reduction orders. If you aren’t using record
types, remove fields specific to reduction orders from your page layouts. These include Original Order and Reduction
Order on the Order object, Original Order Product and Available Quantity on the Order Product object,
and any custom fields.
SEE ALSO:
Permission Sets Overview
Working in the Enhanced Profile User Interface Overview Page
Set Up Orders
Reduction Orders
Enable Zero Quantity Orders

To let your sales team add order products with quantities of zero, enable zero quantities.
EDITIONS
3. Select Enable Zero Quantity Orders. Experience
4. Save your changes. Available in: Enterprise,
Note: Professional, Unlimited,
• If Enable Zero Quantity is disabled, your sales team can’t add order products with zero
quantities or activate orders that have order products with zero quantities. But your sales
team can still view and edit order products that have zero quantities. USER PERMISSIONS
• When you contract a quote with a zero-quantity quote line, a subscription with zero To modify order settings:
quantity is generated. If Amend is selected on the contract, the subscription appears on • Customize Application
the Visualforce page, but no quote lines appear on the ensuing amendment opportunity.
189
If Renewal Quoted is selected on the contract, a renewal opportunity and quote are created, but no quote lines appear.
Enable Orders Without Price Books

To let your sales teams use orders in Salesforce while managing products and price books in an
EDITIONS
external platform, enable orders without price books.
To enable orders without price books, your org requires a B2B license or a Salesforce Order Available in: Salesforce
Management license. Lightning Experience
When this setting is active, developers can create orders without a value for the Price Book field. B2B Commerce, B2B
The order accepts only order items without price book entries. The order’s Add Products button Commerce Starter, B2B
and Edit Products button are hidden. Commerce Growth, B2B
Commerce Plus, Salesforce
Important: When implementing Salesforce Order Management, decide whether to enable Order Management
this feature before going live.
1. From Setup, in the Quick Find box, enter Order Settings, and then select Order Settings.
USER PERMISSIONS
2. Select Enable Optional Price Books for Orders and save your changes.
Orders without price books follow several different guidelines compared to standard orders.
• Orders without price books don’t support reduction orders.
• Order products without price book entries require list prices.
• Orders without price books support only order items without price book entries. Orders with price books support only order items
with price book entries.
Manage Your Orders

Share orders, add products to orders, and reduce orders as needed.
EDITIONS
Share Orders Available in: both Salesforce

Your Salesforce admin defines your company’s default sharing model. You can change this Classic and Lightning
model to extend sharing to more users than the default allows. You can’t change the sharing Experience
model to make it more restrictive than the default. Available in: Professional,
Order History Enterprise, Performance,
Track changes to an order, such as when the status is modified, on its detail page by using the Unlimited, and Developer
Order History related list. Editions
Order Products
An order product is a product or service that’s provided to a customer according to an associated order.
Add Products to an Order
Track what you’re selling by adding products to your customers’ order records.
Reduction Orders
Use reduction orders to track requests to reduce, return, deactivate, or disable a customer’s products or services.
Reduce Orders
If your company accepts returns or reductions on activated orders, you can reduce the relevant orders to reflect those exchanges of
goods and services.
190
Add Products to a Reduction Order

After creating a reduction order, indicate which products need to be reduced and the quantities to reduce those products.
Share Orders
Your Salesforce admin defines your company’s default sharing model. You can change this model
EDITIONS
to extend sharing to more users than the default allows. You can’t change the sharing model to
make it more restrictive than the default. Available in: Salesforce
1. To view and manage sharing details, click Sharing on the order detail page. Classic
The Sharing Detail page lists the users, groups, roles, and territories that have sharing access to Available in: Enterprise,
the order. The Sharing button isn’t available when the organization-wide default for orders is Performance, Unlimited,
controlled by the parent. and Developer Editions
2. To grant access to the record for other users, groups, roles, or territories, click Add.
Note: You can share orders only with people who have “Read” permission on orders.
Order History
Track changes to an order, such as when the status is modified, on its detail page by using the Order
EDITIONS
History related list.
When someone modifies a standard or custom field, an entry is added to the Order History related Available in: Salesforce
list (available in Salesforce Classic only), regardless of the order’s status. All entries include the date, Classic
the time, the nature of the change, and who made the change. Modifications to the related lists
on the order aren’t tracked in the order history.
SEE ALSO: Editions
Orders
Reduction Orders
191
Order Products
An order product is a product or service that’s provided to a customer according to an associated
EDITIONS
order.
All order products in an order are associated with a price book. The Order Products related list on Available in: both Salesforce
an order indicates in parentheses which price book the order is associated with. For example, if the Classic and Lightning
Government price book is associated with your order products, the related list is titled Order Products Experience
(Government).
Orders are available in:
A reduction order product is a product or service to be returned, reduced, deprovisioned, or disabled Professional, Enterprise,
according to an associated reduction order. Each reduction order product is directly associated with Performance, Unlimited,
an order product. and Developer Editions
Reduction orders are

SEE ALSO: available in: Enterprise,
Add Products to a Reduction Order Performance, Unlimited,
Orders
Reduction Orders
USER PERMISSIONS
To create or update order

products on an order:
• Edit on orders
To delete order products:
• Edit on orders

Track what you’re selling by adding products to your customers’ order records.
EDITIONS
Note:
• You can use only one price book per order. Classic and Lightning
• You can add order products to draft orders only. Experience
• To show the Add Products button, make sure the order has a related price book and the Available in: Professional,
first order product has a related price book entry. See Enable Orders Without Price Books. Enterprise, Performance,
1. Open the order that you want to add products to.
Editions
2. In the Order Products related list, click Add Products.
3. If a price book isn’t selected for this order, select the price book that you want to use, and then USER PERMISSIONS
save your changes.
To add products to an order:
4. Select the products to add to your order.
• Edit on orders
5. Enter a quantity and unit price for each order product.
6. Add line descriptions if needed.
192
SEE ALSO:
Editing and Deletion Limitations for Orders and Reduction Orders
Considerations for Activation Limitations
Order Products
Orders
Reduction Orders
Use reduction orders to track requests to reduce, return, deactivate, or disable a customer’s products
EDITIONS
or services.
A reduction order is an agreement between a company and a customer to process product returns, Available in: both Salesforce
deprovision services, or reduce services that have been provisioned. For example, if a customer has Classic and Lightning
purchased 30 items through an order and then requests to cancel that order, you can create a Experience
reduction order to track the request.
You can create multiple reduction orders for a single order, but you can’t create a single reduction Professional, Enterprise,
order for multiple orders. For example, to reduce order products that were purchased through three Performance, Unlimited,
activated orders, you create three reduction orders—one for each original order—even if all those and Developer Editions
orders are for the same account. Reduction orders are
available in: Enterprise,
SEE ALSO: Performance, Unlimited,
Order Fields
Reduce Orders
If your company accepts returns or reductions on activated orders, you can reduce the relevant
EDITIONS
orders to reflect those exchanges of goods and services.

Classic
• If you’re using Lightning Experience, you can’t create reduction orders. Switch to Salesforce
Classic. Orders are available in:
• You can reduce activated orders only.
• You can apply a reduction order toward one order only. To reduce order products across and Developer Editions
multiple orders, create a reduction order for each original order.
1. Go to the detail page of the order that you’re reducing. available in: Enterprise,
2. Click Reduce Order. and Developer Editions
3. Enter the details for the reduction order, and then save your changes.
USER PERMISSIONS
To reduce an order:
• Create Reduction Orders
193
4. Add products to indicate which order products on the original order need to be reduced.
SEE ALSO:
Order Fields
Order Product Fields

After creating a reduction order, indicate which products need to be reduced and the quantities
EDITIONS
to reduce those products.

Classic
• If you’re using Lightning Experience, you can’t create reduction orders. Switch to Salesforce
Classic. Orders are available in:
• An order product is reducible only if its Available Quantity is greater than zero. You can
partially reduce a product, but you can’t reduce it to less than zero.
• You can reduce up to 200 order products in one reduction order.
1. Open the reduction order that you want to add products to, or reduce an existing order to available in: Enterprise,
create a reduction order. Performance, Unlimited,
2. In the Order Products related list, click Select Products to Reduce.
3. In the Quantity to Reduce column, enter the number of units to reduce each order product’s
quantity. USER PERMISSIONS
• To fully reduce an order product, enter the same number in Quantity to Reduce as appears To add order products to a
in Available Quantity. reduction order:
• If you don’t want to reduce an item, leave the Quantity to Reduce blank. • Edit on orders
For example, if the original order included 3,000 coffee sleeves, and your customer needs only
2,000, enter 1000 in the Quantity to Reduce column.
SEE ALSO:
Reduction Orders
Order Products
Editing and Deletion Limitations for Order Products
194
Things to Know About Orders

Review considerations, guidelines, and limitations for using orders.
EDITIONS
Guidelines for Creating Orders Available in: both Salesforce

When you’re creating orders, make sure that you follow key guidelines. Classic and Lightning
Experience
Some fields aren’t editable after an order is created. Others aren’t editable after an order has Available in: Professional,
been reduced. Enterprise, Performance,
Considerations for Activation Limitations Editions
Protect the integrity of your order data with activation limitations for orders and reduction
orders.
Salesforce CPQ Reduction Orders Limitations
When you work with reduction orders in Salesforce CPQ, some limitations apply. We recommend using Salesforce CPQ amendments
instead.
Depending on whether the parent order has been activated or reduced, limitations for when you can edit or delete order products
can apply.
Order Fields
New Order Save Behavior
New Order Save Behavior allows Salesforce to run custom application logic whenever an order product update causes a change to
the parent order. You can activate New Order Save Behavior in Salesforce settings.
195
Guidelines for Creating Orders

When you’re creating orders, make sure that you follow key guidelines.
EDITIONS
• When you create an order, the order’s start date must fall between the associated contract’s
start and end dates. Available in: both Salesforce
• Associate each order with an account and optionally with a contract, depending on your Classic (not available in all
Salesforce admin’s settings. orgs) and Lightning
Experience
• You can create an order from the Orders tab and then manually add the associated account
and contract. But if you create an order directly on an account or contract via its Orders related Available in: Professional,
list, no extra step is required. The order is associated with that record. Enterprise, Performance,
• To create an order with the same details as another order, you can clone it. (If you’re using
Editions
Lightning Experience, when you clone an order with products, the products aren’t cloned.
Clone the order, and then add products as needed to the new order.)
• If you clone an order with products, you can’t change the new order’s currency or price book. USER PERMISSIONS
To create an order from the

SEE ALSO: Orders tab:
Add Products to an Order • Create on orders
Orders To create an order on a

contract:
• Create on orders AND
Read on contracts
To create an order on an
account:
• Create on orders AND
Read on accounts
196

Some fields aren’t editable after an order is created. Others aren’t editable after an order has been
EDITIONS
reduced.
• In Salesforce Classic, you can’t edit the status category of an order or reduction order from Draft Available in: both Salesforce
to Activated or vice versa. The status field is updated based on other processes. For example, Classic (not available in all
when you click Activate, the status category is changed from Draft to Activated. The status orgs) and Lightning
picklist values sometimes differ depending on your Salesforce admin’s settings. Experience
• In Lightning Experience, Status picklist values aren’t filtered based on an order’s status, so all Orders are available in:
status values appear in the picklist. Professional, Enterprise,
• After an order is created, you can change its Account field only when the following conditions Performance, Unlimited,
are true. and Developer Editions
– The order is in Draft status. Reduction orders are

– If the order has an associated contract, that contract is associated with the new account. Performance, Unlimited,
• After an order is created, you can change its Contract field only when the following and Developer Editions
conditions are true.
– The order is in Draft status. USER PERMISSIONS
– The account associated with the order is the same as the account associated with the new
To edit an order or reduction
contract.
order:
– The currency associated with the order is the same as the currency associated with the new • Edit on orders
contract.
To edit an activated order or
– If the order has an associated price book, that price book is associated with the new contract. reduction order:
• Edit Activated Orders
• After a price book is assigned to an order, you can’t change or remove the price book assignment.
To delete an order or
• If an order has an associated reduction order, you can’t edit the order’s end date.
reduction order:
• Before you delete an activated order or reduction order, deactivate it. And before you deactivate • Delete on orders
the order, deactivate and delete any associated reduction orders.
• Only the order owners, account owners, contract owners, and Salesforce admins can delete
related orders.
Note: When you delete a contract, all related orders, notes, attachments, events, tasks, history, and approval requests are deleted.
Associated accounts aren’t deleted with the contract. The deleted contract is moved to the Recycle Bin. If you restore the contract,
its related items are also restored.
SEE ALSO:
Reduction Orders
Guidelines for Creating Orders
Orders
197

Protect the integrity of your order data with activation limitations for orders and reduction orders.
EDITIONS
• You can activate orders for active contracts but not for inactive contracts.
• You can activate orders only if they include order products. Available in: both Salesforce
• You can activate reduction orders for order products only if they result in positive quantities.
Experience
• After you activate an order or reduction order, you can modify order products. You can’t add
or remove them. Orders are available in:
• Before you can deactivate an order that has reduction orders, you must deactivate and delete Performance, Unlimited,
its reduction orders. and Developer Editions
SEE ALSO: available in: Enterprise,
Orders Performance, Unlimited,
Reduction Orders
USER PERMISSIONS
To activate orders:
• Activate Orders
To deactivate orders and
reduction orders:
198
Salesforce CPQ Reduction Orders Limitations

When you work with reduction orders in Salesforce CPQ, some limitations apply. We recommend
EDITIONS
using Salesforce CPQ amendments instead.
Salesforce Billing doesn’t support reduction orders. Specifically, reduction orders in Salesforce CPQ Available in: both Salesforce
can’t be used to do the following. Classic and Lightning
Experience
• Include percent of total lines when you reduce a covered asset
• Include bundle components when you reduce the parent bundle Orders are available in:
• Create price schedules
• Consider the price calculation status when you activate an order Editions
• Create a contract, subscription, or asset Reduction orders are
Editions
USER PERMISSIONS
To edit an order or reduction

order:
• Edit on orders
To edit an activated order or
reduction order:
To delete an order or
reduction order:
• Delete on orders
199

Depending on whether the parent order has been activated or reduced, limitations for when you
EDITIONS
can edit or delete order products can apply.
• If an order or reduction order has been activated, you can’t delete its order products. But you Available in: both Salesforce
can still edit an order product’s fields. Classic and Lightning
Experience
• After an order product has been reduced, you can no longer edit or delete the order product
in that order. Orders are available in:
Add Products to a Reduction Order Reduction orders are
Order Products Performance, Unlimited,
Reduction Orders and Developer Editions
USER PERMISSIONS
To edit an order product on

a draft order or reduction
order:
• Edit on order products
To delete an order product
on a draft order or reduction
order:
• Delete on order products
To edit order products on an
activated order or reduction
order:
Order Fields
EDITIONS
Orders and reduction orders have the following fields.
orgs) and Lightning
Account Name Name of the account associated with the order. Experience
(Read-only for reduction orders.)
Account Number Unique number automatically assigned to the Professional, Enterprise,
account associated with the order. (Read-only Performance, Unlimited,
for reduction orders.) and Developer Editions
Activated By Name of the user who activated the order. Reduction orders are
(Read-only.) available in: Enterprise,
Activated Date Date when the order was activated. and Developer Editions
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Field Description
Billing City City portion of billing address. Up to 40 characters are allowed.
Billing Country Country portion of billing address. Entry is selected from a picklist
of standard values or entered as text. If the field is a text field, up
to 80 characters are allowed.
Billing State/Province State or province portion of billing address. Entry is selected from
a picklist of standard values or entered as text. If the field is a text
field, up to 80 characters are allowed.
Billing Street Street address used for billing. Up to 255 characters are allowed.
Billing Zip/Postal Code Zip or postal code portion of billing address. Up to 20 characters
are allowed.
Bill To Contact Contact to whom the order is billed.
Company Authorized By User at your company who authorized the order.
Company Authorized Date Date when the order was authorized.
Contract End Date Last day when the contract is in effect. (Read-only.)
Contract Name Title for the parent contract that distinguishes it from other
contracts. (Read-only.)
Contract Number Unique number automatically assigned to the contract. Numbering

for contracts starts at 100. (Read-only for reduction orders.)
Created By User who created the order record. (Read-only.)
Currency Default currency for all currency amount fields in the order.
(Read-only for reduction orders.)
Customer Authorized By Contact on the order’s account who authorized the order.
Customer Authorized Date Date when the contact authorized the order.
Description Description of the order.
Last Modified By User who most recently changed the order record.
Opportunity Opportunity that’s associated with the order.
Order Amount Total amount of the order.
Order End Date Date when the order ends.
Order Name Title for the order that distinguishes it from other orders.
Order Number Unique number automatically assigned to the order. Numbering

for orders starts at 100. (Read-only.)
Order Record Type Record type assigned to this order.
Order Reference Number Reference number assigned to this order.
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Field Description
Order Start Date Date when the order becomes effective.
Order Type Type of order. Entry is selected from a picklist of available values,
which a Salesforce admin sets. Each picklist value can have up to
40 characters.
Original Order For reduction orders only. Prepopulated with the ID of the parent
order when you create a reduction order by clicking Reduce
Order.
Owner Owner of the order. Can be a user or queue. Order owners have
full access to their orders regardless of their account access.
PO Date Date when a purchase order was entered.
PO Number Number of the purchase order.
Quote Quote that’s associated with the order.
Reduction Order If selected, the order record represents a reduction order.

Automatically selected when you create a reduction order by
clicking Reduce Order. (Read-only.)
Shipping City City portion of primary mailing or shipping address. Up to 40

Shipping Country Country portion of primary mailing or shipping address. Entry is

selected from a picklist of standard values or entered as text. If the
field is a text field, up to 80 characters are allowed.
Shipping State/Province State or province portion of primary mailing or shipping address.

Entry is selected from a picklist of standard values or entered as
text. If the field is a text field, up to 80 characters are allowed.
Shipping Street Primary mailing or shipping street address of account. Up to 255

Shipping Zip/Postal Code Zip or postal code portion of primary mailing or shipping address.
Ship To Contact Contact to whom the order is shipped.
Status Indication of the stage that the order has reached in the order
business process.
You can add values to this picklist within two system-defined order
status categories: Draft and Activated. You can use these status
categories to track orders within your business process using
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Field Description
reports and views. Some user permissions apply specifically to
draft statuses. Others apply specifically to activated statuses.
SEE ALSO:
Orders
Reduction Orders

EDITIONS
Order products and reduction order products have the following fields.
Field Description Classic and Lightning
Experience
Available Quantity Number of units available to be reduced. When
a reduction order is activated, an order Orders are available in:
product’s available quantity is updated to reflect Professional, Enterprise,
the quantity of relevant reduction order Performance, Unlimited,
products. and Developer Editions
Value must be greater than or equal to 0. Reduction orders available

(Read-only.) in: Enterprise, Performance,
Created By User who created the order product record. Editions
(Read-only.)
End Date End date for the order product.
Last Modified By User who most recently changed the order

record.
Line Description Description for this order product record.
List Price Default price set by the price book on the

parent order. (Read-only.)
Order Parent order for this order product.
Order Product Number Automatically generated number that identifies

the order product record. (Read-only.)
Original Order Product Number that identifies the order product being
reduced. Required if the order product is
reducing another order product. (Read-only.)
Product Name of the product used in this order product

record. (Read-only.)
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Field Description
Product Code Internal code or product number used to identify the product.
(Read-only.)
Quantity Quantity of units of the product.
Quote Line Item Quote line item that’s associated with the order product. The quote
line item’s quote must match the quote that’s associated with the
order product’s parent order.
Start Date Start date for the order product.
Total Price Quantity of the order product multiplied by the unit price.
Unit Price Unit price for the order product.
SEE ALSO:
Order Products
Order Fields
New Order Save Behavior

New Order Save Behavior allows Salesforce to run custom application logic whenever an order product update causes a change to the
parent order. You can activate New Order Save Behavior in Salesforce settings.
In Salesforce Summer ’20 and earlier, Salesforce didn’t run custom application logic when an order product update caused a change to
the parent order. For example, a new order product causing a change to the order’s total amount. Users who wanted to enforce custom
applications in these scenarios required further customizations for a workaround.
When New Order Save Behavior is active, Salesforce evaluates and runs these customizations whenever an order product update changes
the parent order.
• Order and order product validation rules
• Order and order product Apex triggers and classes
• Order and order product workflow rules
• Flows, including processes
We recommend that you activate New Order Save Behavior. If it isn’t activated, order field tracking doesn’t track changes on orders when
order products are modified for order amounts.
When you activate New Order Save Behavior, we recommend you test your custom application logic to ensure that it still works as
intended.
Important:
• Packages created before Winter ’21 don't support the New Order Save Behavior release update by default. Package providers
can test and configure their packages to support the new behavior.
• If you use a package involving orders, wait for confirmation from your package provider before enabling the release update.
• Salesforce CPQ and Salesforce Billing Summer ’21 support both New Order Save Behavior and Old Order Save Behavior.
Installations of Salesforce CPQ and Salesforce Billing Summer ’21 work on subscriber orgs regardless of the subscriber org’s
order save behavior. If Salesforce CPQ and Billing is installed while the New Order Save Behavior release update is enabled,
previous versions of Salesforce CPQ and Billing sometimes don’t work correctly.
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• Salesforce enforces New Order Save Behavior in all orgs in Spring ’24.
Example: Your order has an Apex Trigger rule that updates the custom field NeedApproval__c to True if the order amount
is greater than $10,000.
trigger OrderTrigger on Order (before update) {
for(Order ord : Trigger.new) {
if (ord.TotalAmount > 10000) {
ord.NeedApproval__c = true;
}
}
}
If New Order Save Behavior is active, Salesforce runs the rule whenever you add or edit an order product on the order. If New Order
Save Behavior is inactive, Salesforce runs the rule only when you insert or update the order.
Enable New Order Save Behavior

Enable New Order Save Behavior in Salesforce with a release update.
SEE ALSO:
Second-Generation Managed Packaging Developer Guide: Test and Respond to the New Order Save Behavior
Knowledge Article: Order Save Behavior Update
Enable New Order Save Behavior

Enable New Order Save Behavior in Salesforce with a release update.
1. From Setup, in the Quick Find box, enter Release Updates, and then select Release Updates (Beta).
2. On the Needs Action page, go to the Enable New Order Save Behavior box, and then click View Updates.
3. Click Enable Test Run.
4. After you enable the new behavior, select Disable Test Run to revert to the old order save behavior.
Important:
• Packages created before Winter ’21 don't support the New Order Save Behavior release update by default. Package providers
can test and configure their packages to support the new behavior.
• If you use a package involving orders, wait for confirmation from your package provider before enabling the release update.
• Salesforce CPQ and Salesforce Billing Summer ’21 support both New Order Save Behavior and Old Order Save Behavior.
Installations of Salesforce CPQ and Salesforce Billing Summer ’21 work on subscriber orgs regardless of the subscriber org’s
order save behavior. If Salesforce CPQ and Billing is installed while the New Order Save Behavior release update is enabled,
previous versions of Salesforce CPQ and Billing sometimes don’t work correctly.
• Salesforce enforces New Order Save Behavior in all orgs in Spring ’24.
SEE ALSO:
Second-Generation Managed Packaging Developer Guide: Test and Respond to the New Order Save Behavior
Knowledge Article: Order Save Behavior Update
205
Sales Cloud Basics Manage Accounts and Contacts
Manage Accounts and Contacts

Track the people and companies you do business with. Store information, collaborate on accounts,
EDITIONS
access the records you need.
Accounts Classic and Lightning
Use accounts to store information about customers or individuals you do business with. There Experience
are two types of accounts. Business accounts store information about companies. Person Available in: All Editions
accounts store information about individual people.
Contacts
Use contacts to store information about the people you do business with. Contacts are most often associated with an account, but
can also be associated with other records such as opportunities. Contacts are even more useful when you enable Contacts to Multiple
Accounts, add hierarchy information, and customize sharing settings.
Accounts
Use accounts to store information about customers or individuals you do business with. There are
EDITIONS
two types of accounts. Business accounts store information about companies. Person accounts
store information about individual people. Business accounts available
Note: In Salesforce Help and other documentation, the word account by itself always refers in: both Salesforce Classic
and Lightning Experience
to both business accounts and person accounts. We use the terms business accounts and
person accounts when there are differences between the two types of accounts. Business accounts available
in: All Editions
Manage Accounts Person accounts available

Get the most out of accounts by merging duplicates, sharing accounts with the right people, in: Both Salesforce Classic
seeing the history of an account, and more. And, get vital account metrics using the Account and Lightning Experience
Intelligence view.
Person accounts available
Set Up Accounts in Professional, Enterprise,
Accounts are great, but when you add other account features they’re even better. Track Performance, Unlimited,
companies and their subsidiaries with account hierarchies and set up flexible sharing models and Developer Editions
for business contacts so your sales reps have the right information.
Person Accounts
Person accounts store information about individual people by combining certain account and contact fields into a single record.
Collaborate on Accounts by Using Teams
When you collaborate on accounts with colleagues, use account teams to facilitate teamwork and track progress. Roles on a team
can include an executive sponsor, a dedicated support agent, and a project manager, for example. Team members can be internal
users or partner users.
Administer Account Teams
Help your account reps collaborate to improve customer relationships by enabling account teams and customizing the team layout.
Things to Know About Accounts
Review additional considerations for accounts.
206
Sales Cloud Basics Accounts
Manage Accounts
Get the most out of accounts by merging duplicates, sharing accounts with the right people, seeing
EDITIONS
the history of an account, and more. And, get vital account metrics using the Account Intelligence
view. Business accounts available
in: both Salesforce Classic
Account Intelligence View and Lightning Experience
To help you prioritize your records based on activity and opportunity data, the Account Business accounts available
Intelligence view adds more capabilities to the standard list view. See account activity, scan in: All Editions
vital opportunity and activity metrics, review cases, and log activities, all in one dedicated
workspace. Person accounts available
in: Both Salesforce Classic
Considerations for the Account Intelligence View
Get the most out of the Account Intelligence view by first reviewing some important
considerations.
in Professional, Enterprise,
Guidelines for the Account Intelligence View Performance, Unlimited,
Streamline your workflow by keeping a few guidelines about the Account Intelligence view in and Developer Editions
mind.
Turn On the Account Intelligence View
To view account activities, see vital account metrics, and access related records in one dedicated workspace, turn on the Account
Intelligence view.
Share Accounts
Your administrator defines your organization's sharing model and your organization's default account access levels for territories.
However, you can extend sharing privileges for your own data on an account-by-account basis.
Merge Duplicate Accounts
Update Accounts with Third-Party Data
Your Salesforce admin can set up features for importing new accounts or comparing your accounts to records from Lightning Data
or Data.com. Depending on the way your admin sets up these features, your accounts are updated when information changes, and
you can also review and update accounts yourself.
Accounts show leads matched to a business account, with the best matches first. Convert leads without leaving the account.
Account History
Use the Account History related list on an account detail page to track the changes to the account.
SEE ALSO:
Guidelines for Creating Accounts
Create and Update Records
Export Data
207
Account Intelligence View

To help you prioritize your records based on activity and opportunity data, the Account Intelligence
EDITIONS
view adds more capabilities to the standard list view. See account activity, scan vital opportunity
and activity metrics, review cases, and log activities, all in one dedicated workspace. Available in: Lightning
Experience

in: Professional, Enterprise,
Performance, and
Unlimited Editions
You can quickly filter your accounts with one click (1), see opportunity and activity metrics at a glance (2), and identify recently active
accounts in one dedicated workspace. To see detailed activity and related records for individual accounts, click the side panel icon (3)
next to the account name. Review related case and opportunity records (4), log tasks or send emails (5) right from the side panel.
Account metrics include these details.
• Total Accounts: The total number of accounts that meet your filter criteria.
• With Opportunities: The number of accounts with open opportunities.
• No Recent Activity: The number of accounts with no activities completed in the last 30 days.
• With Upcoming Activity: The number of accounts with activities scheduled in the next 30 days.
208
Personalize your list view by creating filters and selecting which fields to show. To ensure your filter criteria persist, set them in the filter
panel with the with the Show Filters button.
SEE ALSO:
Guidelines for the Account Intelligence View
Work with List Views in Lightning Experience

Get the most out of the Account Intelligence view by first reviewing some important considerations.
EDITIONS
Einstein Features and Activity Metrics Available in: Lightning

Experience
• You can see manually logged activities in the side panel without using Einstein Activity Capture.
• To see the complete timeline of your interactions with each account and to ensure your metrics Available with Sales Cloud
are fully logged, set up Einstein Activity Capture with Activity Metrics, Activity 360 Reporting, in: Professional, Enterprise,
Performance, and
or both.
Unlimited Editions
• To see counts of recent activities in the side panel, set up Einstein Activity Capture with Activity
Metrics, Activity 360 Reporting, or both. If you enable both, the counts come from Activity 360
Reporting.
Last Activity
The dates in the Last Activity field in the side panel and in the Last Activity or Last Activity Date column on the main Intelligence view
depend on which features you enable.
• When both Einstein Activity Capture and Activity Metrics are enabled, dates come from Activity Metrics. The available Intelligence
view columns are Last Activity Date and Next Activity Date.
• When Einstein Activity Capture isn’t enabled, dates come from the standard Last Activity field on the Account object. The available
Intelligence view column is Last Activity. Metrics for Next Activity are not available.
• If Einstein Activity Capture is enabled but Activity Metrics is disabled, the Last Activity field in the side panel is hidden. Dates come
from the standard Last Activity field on the Account object, and the available Intelligence view column is Last Activity. Metrics for
Next Activity are not available.
• If you turn on Einstein Activity Capture with Activity Metrics after creating Account Intelligence views, update the view columns to
reflect the Einstein metrics. Manually replace the Last Activity column in the view with the Last Activity Date column, and optionally
add the Next Activity Date field to the view. Any new views you create after enabling Activity Metrics automatically have the columns
derived from Activity Metrics.
209
Person Accounts and Last Activity

• If you use Person Accounts, activities related to the current Person Account through Contacts are shown in the side panel. However,
the Last Activity date is based only on activities that are related to the Person Account via the Account entity.
SEE ALSO:
Set Up Einstein Activity Capture
Turn On Activity Metrics
Things to Know About Activities
Get Started With Activity 360 Reports
Guidelines for the Account Intelligence View

Streamline your workflow by keeping a few guidelines about the Account Intelligence view in mind.
EDITIONS
Account Intelligence Views Available in: Lightning

Experience
• The default Account Intelligence views are My Accounts and My Important Accounts.
• You can edit and rename default Account Intelligence views, but you can’t share, clone, or Available with Sales Cloud
delete them. in: Professional, Enterprise,
Performance, and
• To see a list of all accounts, switch to the Accounts list view. Unlimited Editions
Custom Filters
• Account Intelligence views and saved filters are unique to the Account Intelligence view. They aren’t shared with the Account list
view.
• To quickly change the list of Accounts, select a metric filter in the header row, such as With Opportunities or With Upcoming Activity.
Or, use the Activity or Owner dropdown filters to temporarily change the list view.
210
• To persist your filters for a particular list in the Account Intelligence view, set them in the filter panel by selecting the Show Filters
button .
• To further refine your list view, set additional filter criteria in the filter panel.
• The Activity filter shows you accounts with completed activity within the date range that you specify. To see accounts with no
completed activity, select Never.
211
Example: The Acme Global account has one upcoming task. This new account doesn’t have any completed past activities. To
see this account in the list of accounts in the Account Intelligence view, select Never in the Activity filter criteria
Accounts Marked as Important

• You can see and mark accounts as important in the Account Intelligence view only.
• Users can mark up to 200 accounts as important.
• The important designation is visible only to the user who marked the accounts as important. The list of important accounts can’t be
shared with other users.
Opportunity Metrics
• The Account Intelligence view supports standard and custom number and currency fields for summarizing opportunity metrics. The
default field is Amount.
• You can choose which opportunity field to use for metrics summaries based on the fields a Salesforce admin has configured. Set or
change the summary field in the Account Intelligence view by using the available fields in the List View Controls menu.
• When an admin changes the default opportunity summary field for the Account Intelligence view, that action changes the default
Opportunity summary field for the Pipeline Inspection view.
Opportunities and Cases in the Side Panel

• The side panel shows up to five open opportunities and five open cases.
• To see a list of all related records, including closed records, click All Opportunities or All Cases.
• The sort order of the opportunities and cases related lists determines the sort order of the opportunities and cases shown in the side
panel.
Activities in the Side Panel

• Which metrics you see depends on which features are enabled. To see the complete timeline of your interactions with each account,
set up Einstein Activity Capture with Activity Metrics, Activity 360 Reporting, or both.
• In the Upcoming Activity section, only one open activity is shown, with a due date within 6 months from the current date. Open
tasks that don’t have a due date aren’t included. Open tasks that are overdue are included.
• In the Recent Activities section, the selection in the Activity dropdown in the side panel determines the filter time frame, not the
Activity dropdown in the main Account Intelligence view.
SEE ALSO:
Things to Know About Activities
Work with List Views in Lightning Experience
Edit List View Filters in Lightning Experience
212
Turn On the Account Intelligence View

To view account activities, see vital account metrics, and access related records in one dedicated
EDITIONS
workspace, turn on the Account Intelligence view.
The Account Intelligence view is the default view for most users. To see the Account Intelligence Available in: Lightning
view, click Intelligence View from the Account list view page. To return to the Account list view, Experience
click List View. If you don’t see the Account Intelligence view, your Salesforce admin can turn it on
by using these steps.
1. From Setup, in the Quick Find box, enter Account Intelligence View, and Performance, and
then select Account Intelligence View Setup. Unlimited Editions
USER PERMISSIONS
To set up accounts:
• Modify Application
2. Turn on Account Intelligence View.

3. Add the Intelligence View button to your Accounts List View button layout.
a. Click Add Button
b. Select Intelligence View
c. Save your changes
Optionally, select the opportunity fields users can apply when customizing their Account Intelligence metrics. The default value is
Amount.
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To get the most out of the Account Intelligence View, turn on Einstein Activity Capture and Activity Metrics.
SEE ALSO:
Turn On Activity Metrics
Get Started With Activity 360 Reports
Share Accounts
Your administrator defines your organization's sharing model and your organization's default
EDITIONS
account access levels for territories. However, you can extend sharing privileges for your own data
on an account-by-account basis. Available in: Salesforce
1. Click Sharing on the account detail page. Classic (not available in all
orgs)
2. To share the account with users, groups, roles, or territories, click Add.
Business accounts available
Note:
in: All Editions except
• You can’t restrict access beyond your organization’s default access levels. When you Database.com
share an account, Salesforce prompts you to share any related contacts, opportunities, Person accounts available
and cases that you have access to. Users must have at least “Read” permission to in Enterprise, Performance,
access the shared records. Unlimited, and Developer
• If you’re using Enterprise Territory Management, you can select Territories or Editions
Territories and Subordinates when sharing an account.
SEE ALSO:
Considerations for Account Access via Teams

Guidelines for Merging Duplicate Accounts

Review guidelines for merging duplicate account records.
Things to Know About Merging Duplicate Accounts Associated with Relationship Groups
Keep these considerations in mind when merging accounts that are members of relationship groups.
Merge Duplicate Accounts in Lightning Experience
Merge duplicate accounts using Lightning Experience.
Merge Duplicate Accounts in Salesforce Classic
Merge duplicate accounts using Salesforce Classic.

Review guidelines for merging duplicate account records.
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Business accounts available in: All Editions except Database.com

Person accounts available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions
Merging Duplicate Accounts: Tips and Gotchas (Salesforce Classic)
General
Sharing Rules
In Professional, Enterprise, Unlimited, Performance, or Developer Edition orgs, sharing rules are applied to the merged account. Also,
manual sharing from the primary record is applied to the merged account.
Redundant Relationships
If you try to merge accounts that are indirectly related to the same contact, Salesforce displays a message suggesting that you remove
the redundant relationships. On account records, indirect relationships are managed from the Related Contacts related list.
Related Items, Chatter Feeds, and Attachments
When duplicate records are related to items such as campaigns or activities, Salesforce relates the items to the merged record, with
some exceptions. Chatter feeds are retained from the primary record only. Salesforce Files attached in the Chatter feed or Files related
list are retained in the merged record.
You can’t use the Salesforce mobile app to merge duplicate accounts.
Salesforce retains any data in hidden or read-only fields, such as sharing settings, from the primary record. Hidden fields aren’t shown
while you merge. A merged record retains the Created By user and Created Date from the oldest record merged, regardless of which
record is the primary. The record shows the merge date as the Last Modified By date.
Account Hierarchy
In Lightning Experience, you can choose the parent account to retain. In Salesforce Classic, the merged account retains the account
hierarchy from the primary record.
Non-Master Accounts
The non-master accounts are moved to the Recycle Bin.
Divisions
If divisions are enabled, the merged account is assigned to the division from the primary record unless you select otherwise.
Relationship Groups
Lightning Experience doesn’t support merging of accounts associated with relationship groups.
Team Members
Team Members from Non-Master Accounts
The merged account retains all the team members from non-master accounts, even if the members are from different teams.
You can only merge accounts when team members from non-master accounts have no values in unique custom fields. Before
merging, either remove the unique flag from any custom fields, or clear any values from unique custom fields on the team member
accounts.
Permission to Merge on Teams
To merge accounts to which a team member has greater record level access, you must have the Modify All Data permission on
accounts. For example, suppose that you’re the account owner but an account team member has more access on one or more child
account records. To merge those accounts, you need the Modify All Data permission.
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Person Accounts
Portal Support
You can’t merge person accounts that are enabled to use portal or Experience Cloud site users.
Person Accounts and Business Accounts in Salesforce Classic
In Salesforce Classic, if person accounts are enabled in your org, both business accounts and person accounts are returned when
you search for duplicates. However, you can’t merge a person account with a business account or the opposite. Person accounts
display the person account icon ( ).
In Salesforce Classic, if you try to merge person accounts that are indirectly related to the same contact or account, Salesforce displays
a message suggesting you remove the redundant relationships. Indirect relationships with accounts and indirect relationships with
contacts are evaluated separately. If you have conflicts with both, you must resolve them separately.
Customer-Enabled Person Accounts
When merging a customer-enabled person account with a person account that isn’t customer-enabled, the customer-enabled
account must be the primary record.
Experience Cloud Sites

Permission
To merge accounts associated with sites, you must have the Manage External Users permission. You also need permissions to delete
accounts and edit related records such as opportunities and contacts.
Including Site-Associated Contacts in Merged Record
To ensure that the merged account includes contacts associated with a site, select the account with site users as the primary record.
Experience Cloud Site Type
When you merge accounts that have contacts associated with a site, the contacts must belong to the same type of site.
Contacts Associated with Multiple Experience Cloud Sites
When you merge accounts that have contacts associated with multiple sites of the same type, a contact's access to a specific site
doesn’t change. A site user's profile determines the site they can access.
If two person accounts are merged and the profile for each account grants access to different sites, the resulting account can only
access the primary account’s site.
Partner Accounts
When you merge a non-partner account with a partner account, the partner account must be selected as the primary record.
When you merge a partner account with a non-partner account, the owner can’t be changed.
Enterprise Territory Management

• If a territory was manually assigned to one of the merged accounts (for models in all states), the territory is manually added to the
merged account.
• Account assignment rules run on the merged account for the active territory model only if you select Default for the Evaluate
this account against territory rules on save checkbox on the applicable account page layout’s layout
properties.
• If the merged value of Exclude from territory assignment rules = true, then:
– Territory assignment rules aren’t evaluated even if the Default checkbox for the Evaluate this account against
territory rules on save checkbox is selected on the applicable account page layout’s layout properties.
– Existing rule-based territory associations in the active model are removed from the merged account.
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• For territory models in non-active states (Planning or Archived), rule-based associated territories don’t change on the merged
account even if the merged account field values don’t match the rules.
SEE ALSO:
Keep these considerations in mind when merging accounts that are members of relationship groups.
EDITIONS
One Account per Group Available in: Salesforce

An account can’t exist more than once in the same relationship group.
orgs)
Available in: Salesforce for

Which Record Gets Relationship Group Membership Wealth Management
The account you select as the master record retains its original relationship group memberships.
For example, suppose that the master record “Joseph Blake” is a member of the “Blake Family” and
USER PERMISSIONS
“Blake Law Firm” relationship groups. “Joseph Blake” remains a member of those relationship groups.
The master record replaces the non-master records in all other relationship groups involved in the To merge business
merge. For example, suppose that the non-master record “Joe Blake” is a member of “Blake Trust accounts:
Beneficiaries.” The master record is transferred to Joe Blake’s membership in Blake Trust Beneficiaries. • Delete on accounts
If multiple non-master records belong to a relationship group that the master record doesn’t belong To merge person accounts:
to, the master record acquires membership as follows: • Delete on accounts,
Read on contacts
• In the relationship group of the non-master account with higher priority (primary versus
secondary)
• In the relationship group whose member record was most recently modified in the group
For example, suppose that the non-master records “JR Blake” and “Joe Blake” both are members of “Acme LLP” and JR Blake is primary.
The master record is transferred to JR Blake’s membership in Acme LLP. Alternatively, suppose that JR Blake and Joe Blake aren’t primary
or secondary, but JR Blake’s member record in the relationship group was modified more recently. The master record is transferred to
JR Blake’s membership in Acme LLP.
SEE ALSO:
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Merge duplicate accounts using Lightning Experience.
EDITIONS
Note: If duplicate accounts aren’t getting flagged, see “Standard Account Matching Rule”
in Salesforce Help to learn how Salesforce identifies duplicate records. Work with your Available in: Lightning
Salesforce admin to fine-tune your matching rules if necessary. Experience
1. Choose an account record. A message tells you if duplicates exist for that record. To see them, Available in: Essentials,
click View Duplicates. Professional, Enterprise,
USER PERMISSIONS
To view business or person

accounts:
• Read on business or
person accounts
To merge business or
person accounts:
2. Choose up to three account records to merge. Click Next.
• Delete on business or
person accounts
AND
Edit on related objects,
such as opportunities
and cases
AND
You must be a
Salesforce admin, the
account owner, or a
user above the account
owner in the role
hierarchy
You can merge business accounts or person accounts. Business and person accounts can’t be merged with each other.
3. Note: When accounts containing brands are merged, the brand associated with the master account will be retained. Brands
associated with non-master accounts will be moved to the Recycle Bin, even if there is no brand associated with the master
account.
Choose one account record as the principal, and choose the field values that you want to keep. Click Next.
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SEE ALSO:
Standard Account Matching Rule
Manage Duplicate Records
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Merge Duplicate Accounts in Salesforce Classic

Merge duplicate accounts using Salesforce Classic.
EDITIONS
Important: Where possible, we changed noninclusive terms to align with our company
value of Equality. We maintained certain terms to avoid any effect on customer Available in: Salesforce
implementations. Classic (not available in all
orgs)
Watch the 5-minute video to see how to merge accounts in Salesforce Classic.
Watch a video in: All Editions except
Database.com
1. From the Accounts tab, click Merge Accounts in the Tools section. If you don’t see the merge
option, ask your admin to check your user permissions. Person accounts available
in Enterprise, Performance,
Editions
USER PERMISSIONS
To view business or person

accounts:
• Read on business or
person accounts
To merge business or
person accounts:
• Delete on business or
person accounts
AND
Edit on related objects,
such as opportunities
and cases
AND
You must be a
Salesforce admin, the
account owner, or a
user above the account
owner in the role
hierarchy
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2. To show a list of duplicate accounts, enter a search string, such as an account name or part of an account name, in the text box.
Then click Find Accounts.
3. Select up to three accounts you want to merge. Then click Next.
4. Select one account as the master record.
5. Select the fields that you want to retain from each record. Fields with conflicting values are highlighted.
6. Click Merge.
Note: When accounts containing brands are merged, the brand associated with the master account is retained. Brands associated
with accounts that aren’t master are moved to the Recycle Bin, even if no brand is associated with the remaining master account.
SEE ALSO:
Standard Account Matching Rule
Update Accounts with Third-Party Data

Your Salesforce admin can set up features for importing new accounts or comparing your accounts to records from Lightning Data or
Data.com. Depending on the way your admin sets up these features, your accounts are updated when information changes, and you
can also review and update accounts yourself.
SEE ALSO:
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Accounts show leads matched to a business account, with the best matches first. Convert leads
EDITIONS
without leaving the account.
A standard matching rule for leads on accounts populates the Matched Leads component. Available in: Essentials,
Example: Performance, and
Unlimited Editions
USER PERMISSIONS
To view leads:
• View on Leads
To edit or convert leads:
• Edit on Leads
SEE ALSO:
Standard Matching Rule for Leads on Accounts
Account Engagement Pricing
Account History
Use the Account History related list on an account detail page to track the changes to the account.
EDITIONS
Any time a user modifies any of the standard or custom fields whose history is set to be tracked on
the account, a new entry is added to the Account History related list. For person accounts, this Available in: Salesforce
addition includes any relevant contact fields that are set to be tracked. All entries include the date, Classic (not available in all
time, nature of the change, and who made the change. Modifications to the related lists on the orgs)
account are not tracked in the account history.
in: All Editions except
SEE ALSO: Database.com
Field History Tracking Person accounts available
in Enterprise, Performance,
Set Up Accounts Editions
Accounts are great, but when you add other account features they’re even better. Track companies
and their subsidiaries with account hierarchies and set up flexible sharing models for business
USER PERMISSIONS
contacts so your sales reps have the right information.
To view accounts:
Display Account Hierarchies • Read on accounts
Give sales reps a bird’s-eye view of the relationships between parent accounts and their
subsidiaries.
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Enable Automated Account Fields

Make it easier for sales reps to create business accounts. As reps enter information in the Account Name field, we show a list of
possible matches. When reps select a company from the list, multiple fields are automatically filled. Automated Account Fields is
enabled by default for most orgs, but you can turn it on or off as needed.
Business Contact Sharing for Orgs That Use Person Accounts
Orgs that use person accounts can modify the Organization-Wide Sharing Default for Contacts. Modifying the Organizing Sharing
Default provides flexibility in how you share business contacts, including the ability to define contact sharing rules and manually
share business contacts.
Display Account Hierarchies

Give sales reps a bird’s-eye view of the relationships between parent accounts and their subsidiaries.
Set Up Account Hierarchy in Salesforce Classic

Provide a link to the account hierarchy on account records so sales reps can view relationships between parent accounts and their
subsidiaries.
Set Up Account Hierarchy in Lightning Experience
Show the relationships between parent accounts and their subsidiaries to sales reps using Lightning Experience. You can customize
hierarchy columns to show the information that’s most useful to your sales teams.

Provide a link to the account hierarchy on account records so sales reps can view relationships
EDITIONS
between parent accounts and their subsidiaries.
Account hierarchies display accounts related via the Parent Account field. To maintain a complete Available in: Salesforce
account hierarchy, enter an account in the Parent Account field for every account except the one Classic (not available in all
at the top of the hierarchy. orgs)
1. From Setup, in the Quick Find box, enter Account Settings and then click Account Available in: Professional,
Settings. Enterprise, Performance,
2. Select Show View Hierarchy link on account pages in Salesforce Classic.
Editions
Whenever an account is related to another account via the Parent Account field, the account
detail page includes a View Hierarchy link.
USER PERMISSIONS
SEE ALSO: To view account hierarchies:
Considerations for Using Account Hierarchy in Salesforce Classic • Read on accounts
To create account
hierarchies:
• Edit on accounts
To add, edit or delete
hierarchy columns:
• Modify All Data
223

Show the relationships between parent accounts and their subsidiaries to sales reps using Lightning
EDITIONS
Experience. You can customize hierarchy columns to show the information that’s most useful to
your sales teams. Available in: Lightning
Account hierarchies display accounts related via the Parent Account field. Experience
1. Give your sales reps access to account hierarchies from account pages. In Setup, in the Salesforce Available in: Essentials,
Mobile and Lightning Experience Actions section of your account page layout, add the View Group, Professional,
Account Hierarchy action. Enterprise, Performance,
The Actions menu includes the View Account Hierarchy action unless you customized the Unlimited, and Developer
account page layout before Spring ’17. Editions
USER PERMISSIONS
To view account hierarchies:

• Read on accounts
To create account
hierarchies:
Sales reps can expand or collapse parts of a hierarchy as they navigate it. They can view up to To add, edit or delete
2,000 accounts from each point where they enter a hierarchy. To view accounts in a different hierarchy columns:
part of the hierarchy, a sales rep can enter the hierarchy from a different account. • Modify All Data
Hovering over an account name shows more details.
224
2. You can edit the hierarchy columns to show the information that’s most useful to your sales reps.
a. From Setup, at the top of the page, select Object Manager.
b. In Account, click Hierarchy Columns and then edit the columns.
You can include up to 15 columns.
By default, account hierarchies display the same columns as the Recently Viewed Accounts standard list view. However, the list view
columns don’t change when you customize the hierarchy columns.
Note: After you customize hierarchy columns, the item Org_Account_Hierarchy is added to the Accounts list view menu. Deleting
this item resets the columns to the defaults.
SEE ALSO:
Considerations for Using Account Hierarchy in Lightning Experience
225
Enable Automated Account Fields

Make it easier for sales reps to create business accounts. As reps enter information in the Account
EDITIONS
Name field, we show a list of possible matches. When reps select a company from the list, multiple
fields are automatically filled. Automated Account Fields is enabled by default for most orgs, but Available in: Lightning
you can turn it on or off as needed. Experience
The Automated Account Fields and Account Logos features are scheduled for retirement as of
Winter '24 on October 13, 2023. After these account features are retired, Salesforce doesn’t prompt
users with suggestions for account names and doesn’t fill out fields or add company logos Enterprise, Performance,
automatically. Unlimited Editions
1. Make sure you’ve allowed the network access need for Automated Account Fields to work.
2. From Setup, enter Account Settings in the Quick Find box, then select Account USER PERMISSIONS
Settings.
To enable Automated
3. Select Enable Automated Account Fields. Account Fields
Automated Account Fields isn’t available in the Salesforce mobile app, so when users create an • Customize Application
account, they don’t see suggested companies in the Account Name field.
SEE ALSO:
Allow Network Access for News, Account Logos, and Automated Account Fields

Orgs that use person accounts can modify the Organization-Wide Sharing Default for Contacts.
EDITIONS
Modifying the Organizing Sharing Default provides flexibility in how you share business contacts,
including the ability to define contact sharing rules and manually share business contacts. Available in: Salesforce
Manually sharing contacts applies only to the business accounts because person accounts don’t Classic (not available in all
have contacts. To share information about a person account, you must share the entire account. orgs) and Lightning
Experience
To use this feature, edit your Sharing Settings.
1. From Setup, enter Sharing Settings in the Quick Find box. Available in: Enterprise,
2. For Account and Contract, select Private. and Developer Editions
3. For Contact, select Private.
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To disable business contact sharing, change the Contact sharing setting to Controlled by Parent.
SEE ALSO:
Person Accounts
Person Accounts
Person accounts store information about individual people by combining certain account and
EDITIONS
contact fields into a single record.
Note: In Salesforce Help and other documentation, the word account by itself always refers Business accounts available
to both business accounts and person accounts. We use the terms business accounts and in: both Salesforce Classic
person accounts when there are differences between the two types of accounts.
in: All Editions
Considerations for Using Person Accounts
Review how person accounts differ from business accounts and contacts. Person accounts available
Considerations for Using Merge Fields for Person Accounts in: Both Salesforce Classic
A merge field is a field you can put in an email, an email template, a mail merge template, a and Lightning Experience
custom link, or a formula to incorporate values from a record. You can use merge fields in the Person accounts available
subject and body of custom HTML templates. When using merge fields, it’s a good idea to in Professional, Enterprise,
understand how they work and what to expect in your merged documents and emails. Performance, Unlimited,
Considerations for Using Merge Fields in Validation Rules for Person Accounts
A merge field incorporates values from a record. You can add merge fields to an email template,
mail merge template, custom link, or formula. If your person account validation rules include
merge fields, here are some things to keep in mind.
Enable Person Accounts
Person accounts store information about individual people by combining certain account and contact fields into one record.
Orgs that use person accounts can modify the Organization-Wide Sharing Default for Contacts. Modifying the Organizing Sharing
Default provides flexibility in how you share business contacts, including the ability to define contact sharing rules and manually
share business contacts.
SEE ALSO:
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Considerations for Using Person Accounts

Review how person accounts differ from business accounts and contacts.
EDITIONS
Account Engagement
Person accounts are supported in Account Engagement and Sales Emails and Alerts, but the Business accounts available
integration requires additional configuration. See Person Account Syncing with Salesforce. in: Lightning Experience and
Salesforce Classic
Account Merge
Person accounts can be merged only with other person accounts. You can’t merge person Business accounts available
accounts that are enabled as portal or Experience Cloud site users. See Merge Duplicate Accounts. in: all editions
Account Quick Create Person accounts available
On the accounts page in Salesforce Classic, fields in the Quick Create area depend on whether in: Lightning Experience and
the default record type is set to person account or business account. Salesforce Classic
Accounts Person accounts available
Person accounts can’t be included in account hierarchies. in: Professional, Enterprise,
Person accounts can’t have direct relationships with other accounts or contacts. However, you Performance, Unlimited,
can use Contacts to Multiple Accounts to create indirect relationships between a person account and Developer Editions
and another person account, business account, or contact.
In Lightning Experience orgs where Shared Activities isn’t enabled, activity visibility differs for an activity associated with a person
account through the Name field. In this case, the activity is visible in the person account’s Activity Timeline only. It isn’t visible in
activity related lists: Open Activities and Activity History.
Activities
Person accounts can be associated with events or tasks by using the Name or the Related To field.
Person accounts can be invited to events.
For users to request a meeting with a person account, the Email field must be included in the person account page layout.
Approval Processes
When creating approval processes for person accounts, the Account Name field isn’t accepted as valid entry criteria. Use the First
Name and Last Name fields instead.
Assets
On assets, person accounts can be entered in the Account field, the Contact field, or both.
Campaigns
Person accounts can be added to campaigns and have a Campaign History related list.
If an admin creates a Contact related list based on a custom lookup relationship, the Add to Campaign row-level action isn’t displayed
on person accounts. To see the full related list and access the Add to Campaign mass action, click View All. This procedure applies
to Lightning Experience and the Salesforce mobile app. (The Add to Campaign action isn’t available in Salesforce Classic.)
Cases
On cases, person accounts can be entered in the Account Name field, the Contact Name field, or both.
Chatter Feed Tracking
When you follow person accounts, you follow the account fields, but not the contact fields.
Experience Cloud Sites and Portals
Person accounts can be enabled as users for customer Experience Cloud sites and portals.
Person accounts can’t be enabled as users for partner Experience Cloud sites and portals because partners represent companies,
not individuals. Similarly, person accounts can’t be used with Lightning External Apps Plus licenses.
Person account owner power users can be configured to allow your site to accommodate the number of users or roles that are
needed.
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For more information, see Person Account Experience Cloud Sites User Limitations.
Contacts
When you lookup a Contact in Lightning Experience, Person Account records won't appear in the Instant Results list, and in Global
Search results when scoped to Contact. To receive Person Account records, scope to the Account object.
Contacts to Multiple Accounts
With Contacts to Multiple Accounts, a person account can be either a related contact on a business account or a related account on
a contact. A person account can also be related to another person account as either a related contact or related account. Person
accounts are always indirectly related to other accounts or contacts.
Custom Fields
Custom fields with the __pc suffix are Person Account custom fields on the Contact object and aren’t supported for Einstein
predictions.
Custom Objects
Custom objects with relationships to either accounts or contacts can be added as related lists on person accounts.
Duplicate Management
Duplicate rules and the Potential Duplicates component support person accounts.
Email
As with contacts, you can send individual emails and group emails to person accounts.
In Lightning Experience, you can send list emails to person accounts from Contact list views but not Account list views.
Email Integration
These Salesforce email integration features support person accounts.
• Gmail integration
• Outlook integration
• Lightning Sync
• Salesforce Inbox
• Salesforce for Outlook
• Connect Offline
Encryption
When person accounts are enabled, encrypting some account fields encrypts the equivalent contact fields, and vice versa. See the
Salesforce Shield Platform Encryption Implementation Guide.
Field History
Account and contact fields that appear on person account records can be tracked using the account field history settings. Person
account field history is then captured in the Account History related list, the Account History report, and field audit trails.
Field history for accounts tracks both business accounts and person accounts. For more information, see Track Field History for
Standard Objects.
Fields
Most standard account and contact fields and all custom account and contact fields are available for person account page layouts.
Person accounts don’t support certain business account fields (such as Parent Account) and some contact fields (such as Reports
To). See Account Fields
Formula Fields
Custom formula fields from contacts can’t be referenced through person accounts. For more information, see Using custom formula
fields with person accounts.
229
Geocodes
Geocodes for addresses can’t be added to person accounts using data integration rules. You can use a third-party service, or, if you
know the geocodes for your person account records, the API can be used to add them.
Icons
In Salesforce Classic, person accounts have a person icon ( ), whereas business accounts have a folder icon ( ).
In Lightning Experience, person accounts have a person with building icon ( ), while business accounts have building icon ( ).
Lead Conversion
In Lightning Experience, leads that don’t have a value in the Company field are converted to person accounts. Leads that do have
a value in the Company field are converted to business accounts. In Salesforce Classic and the Salesforce mobile app, you can convert
leads without company information to an existing business account even if person accounts are enabled.
Lightning Pages
To display a custom Lightning page for person accounts, create a custom account record page, then assign it to the person account
record type.
Suppose that an admin creates a Lightning page for accounts and assigns it as the default for an org or an app. That page becomes
the org or app default for both business accounts and person accounts.
List Views
Person accounts appear in all but these account and contact list views.
• Recent Contacts on the Contacts home page in Salesforce Classic
• Recent Contacts on the Contacts home page in Lightning Experience
• Recently Viewed Contacts on the Contacts home page in Lightning Experience
An admin can show which records are person accounts by adding the Is Person Account field to the list of fields to display. To include
or exclude person accounts from a list view, add the Is Person Account field to the filter criteria.
Marketing Cloud
Person accounts are supported, but additional configuration is required. More information
News
Account news is available only for business accounts.
Opportunity Contact Roles
You can relate person accounts to opportunities using the Contact Roles related list.
Packages
You can include person account components and attributes in managed and unmanaged packages.
If you removed Middle Name, Suffix, or Informal Name from a person account object or any person object including Contact, Lead,
or User, those fields are still always available in Apex when it runs in a managed package.
Page Layouts
Person accounts have their own page layouts, which can include account and contact fields, account custom links, and account and
contact related lists.
Person accounts page layouts don’t support the Reports To or Parent Account field. See Account Fields.
Partners
In Salesforce Classic, you can use the Partners related list to relate person accounts to each other. We recommend that you rename
the Partners related list to reflect how your person accounts are connected.
Process Builder
Creating or editing a person account triggers Process Builder processes.
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Quick Actions
Custom actions can be defined for Person Accounts but with some exceptions. For details, see Action Limits and Limitations.
Record Types
Admins can configure multiple record types for person accounts. You can change an account’s record type from a business account
to a business account or from a person account to a person account. However, changing an account’s record type from a business
account to a person account, or vice versa, requires using the API.
Renamed Tabs and Standard Fields
To customize the names of tabs and fields displayed on person account records, an admin must customize the account and contact
tabs and fields.
Renaming person accounts has differing effects on the entity history label between Salesforce Classic and Lightning Experience. In
Lightning Experience, the person account history label is fixed as “Person Account History.” In Salesforce Classic, the entity history
label is renamed to “[new entity name] History.”
Sales Dialer
Users can use Sales Dialer to make and receive calls for person accounts.
Sales Cloud Einstein
Emails and events can be automatically logged for person account using Einstein Activity Capture. Other Sales Cloud Einstein features,
such as Account Insights and Automated Contacts, are currently only available with business accounts and contacts.
Salesforce to Salesforce
Person account records can be shared using Salesforce to Salesforce. For more information, see Best Practices for Mapping Fields in
Salesforce to Salesforce.
Search
In Lightning Experience and the Salesforce mobile app, person accounts appear in both account and contact search results. In
Salesforce Classic, person accounts appear only in account search results.
To help users differentiate person accounts from business accounts in search results, admins can add the Is Person Account field to
the appropriate search layout.
You can configure person accounts with an account configuration in Search Manager, but you can’t configure fields that are specific
to person accounts such as Email. Contact configurations don’t affect person accounts.
Self-Registering Users
When users self-register, admins can choose to save them as contacts under a business account or create a person account for each
self-registered user.
For details, see Create Person Accounts for Self-Registering Users.
Self-Service Portal
You can enable person accounts as users for a Self-Service portal.
Sharing Settings
If person accounts are enabled, the organization-wide default sharing must be set in one of these ways: Contacts are set to Controlled
by Parent, or accounts and contacts are both set to Private.
Social Accounts, Contacts, and Leads
As with contacts, you can link person accounts to social network profiles.
Storage
Person accounts count against both account and contact storage, because each person account consists of one account and one
contact.
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Workflow Rules
Creating or editing a person account triggers account workflow rules.
SEE ALSO:
Person Accounts
Person Accounts Implementation Guide
Considerations for Using Merge Fields for Person Accounts

A merge field is a field you can put in an email, an email template, a mail merge template, a custom
EDITIONS
link, or a formula to incorporate values from a record. You can use merge fields in the subject and
body of custom HTML templates. When using merge fields, it’s a good idea to understand how Business accounts available
they work and what to expect in your merged documents and emails. in: both Salesforce Classic
• If your organization uses person accounts, business account and person account fields are and Lightning Experience
available as account merge fields. Account fields exclusive to person accounts, such as Business accounts available
Birthdate, Email, and Title have “Account.Person” in their merge field names. For in: All Editions
example, {!Account.PersonBirthdate}.
• You can use the merge field {!Account.IsPersonAccount} to determine whether you are working Person accounts available
with a person account or a business account. in: Both Salesforce Classic
• Account fields that previously had unique names and labels are no longer unique because
some contact fields are displayed as part of the account object. Look for the person account Person accounts available
icon ( ) to identify these fields. Ensure that all custom account fields have field names and
labels unique to your organization so that the merge field references the correct field. and Developer Editions
Important:
• If two or more custom objects have matching names or labels, only one of the objects
appears when you select from available merge fields. Make sure that all custom objects
have unique names and labels so that you can select merge fields from any of the objects.
SEE ALSO:
Person Accounts
Account Fields
232
A merge field incorporates values from a record. You can add merge fields to an email template,
EDITIONS
mail merge template, custom link, or formula. If your person account validation rules include merge
fields, here are some things to keep in mind. Business accounts available
• The list of available merge fields depends on the type of data that you’re working with. in: both Salesforce Classic
• To define a validation rule that applies only to person accounts, use the IsPersonAccount
merge field. For example, Account.City = “San Francisco” verifies that a business Business accounts available
or person account’s city is San Francisco, while IsPersonAccount ( Account.City in: All Editions
= “San Francisco”) verifies that a person account’s city is San Francisco.
• Handle person account and business account names separately in account validation rules.
– For business accounts, use the Name merge field. and Lightning Experience
– For person accounts, use the FirstName and LastName merge fields. Person accounts available
• Birthdate, Email, and other fields that are only supported for person accounts are available Performance, Unlimited,
as merge fields in account validation rules. When you use one of those merge fields, business and Developer Editions
account records are processed as if those fields have blank values.
SEE ALSO:
Person Accounts
Account Fields
233
Enable Person Accounts

Person accounts store information about individual people by combining certain account and
EDITIONS
contact fields into one record.
Important: After Person Accounts is enabled, it can’t be disabled. We recommend that you Business accounts available
create a sandbox to preview how Person Accounts affect your Salesforce org. in: both Salesforce Classic
1. From Setup, enter Person Accounts in the Quick Find box, and then select Person
Accounts.
in: All Editions
2. Go through the steps listed on the Setup page.
3. Turn on Person Accounts. Person accounts available
4. After Person Accounts is enabled, a person account record type is created. You can create and Lightning Experience
additional record types for person account if needed.
5. Assign the person account record type to user profiles.. in Professional, Enterprise,
SEE ALSO: and Developer Editions
Person Accounts
Person Accounts Implementation Guide USER PERMISSIONS
Allow Network Access for News, Account Logos, and Automated Account Fields
To enable person accounts:
Assign Record Types • Customize Application
AND
View All Profiles

Orgs that use person accounts can modify the Organization-Wide Sharing Default for Contacts.
EDITIONS
Modifying the Organizing Sharing Default provides flexibility in how you share business contacts,
including the ability to define contact sharing rules and manually share business contacts. Available in: Salesforce
Manually sharing contacts applies only to the business accounts because person accounts don’t Classic (not available in all
have contacts. To share information about a person account, you must share the entire account. orgs) and Lightning
Experience
To use this feature, edit your Sharing Settings.
1. From Setup, enter Sharing Settings in the Quick Find box. Available in: Enterprise,
2. For Account and Contract, select Private. and Developer Editions
3. For Contact, select Private.
234
To disable business contact sharing, change the Contact sharing setting to Controlled by Parent.
SEE ALSO:
Person Accounts

When you collaborate on accounts with colleagues, use account teams to facilitate teamwork and track progress. Roles on a team can
include an executive sponsor, a dedicated support agent, and a project manager, for example. Team members can be internal users or
partner users.
Add Teams to Your Accounts

If your Salesforce admin has enabled account teams, the Account Team related list appears on each account. You can add, edit, or
remove team members.
Set Up a Default Account Team
Set up a default team of coworkers you typically work with on accounts, with a role for each member and special access to your
accounts. If you don’t see the Account Team related list, ask your Salesforce admin to enable account teams.
Use Reports to Maintain Account Teams
Keep team information current using the ID field on Account Team Member in reports. For example, run a report to identify all the
account teams that a user is a member of. Then use the IDs and Data Loader to remove the team member from all account teams.
Review considerations for granting account access via account teams and adding portal users to teams.
SEE ALSO:
Collaborate on Deals with Opportunity Teams
235

If your Salesforce admin has enabled account teams, the Account Team related list appears on each
EDITIONS
account. You can add, edit, or remove team members.
If you don’t see the Account Team related list, ask your Salesforce admin to enable account teams. Available in: Lightning
Note: Team members may be removed upon account ownership changes based on who Classic (not available in all
added the account team members. If the account owner is changed, the team members orgs)
added by users with group-based access are removed from the team, even if the Keep
account team option is selected. To keep the team members related to the account, they Available in: Enterprise,
should be added by a Salesforce admin, the account owner, or someone above the owner Performance, Unlimited,
in the role hierarchy. and Developer Editions
• Edit the account team.

USER PERMISSIONS
Add, Edit, or Remove Team Members
In the Account Team related list on an account, click to add a team member or a default To add, edit, or remove
account team. account team members:
To remove team members in Lightning Experience and the new Salesforce mobile app, • Read on users
use the Remove All Members action. In Salesforce Classic, use the Delete All button on AND
the related list. Edit on accounts
If you remove an account team member who receives opportunity splits, you can also AND
remove the member from opportunity teams on open opportunities related to the account. Account owner or above
Give a Team Member Access to the Account the owner in the role
hierarchy
To see each team member’s access, click the Team Member Access action. A member’s
access level can be read and write or read-only, but it’s at least equal to the default account To view accounts as a team
sharing access. member:
The Team Member Access action isn’t available in the Salesforce mobile app.
Specify a Member’s Role on the Account
For example, a member can be the account manager or an executive sponsor.
To edit information about a team member, go to the user’s detail page.
Changes that you make to an account team don’t affect your default account team or the teams on your other accounts.
• Add your default account team—users you normally work with on accounts.
Add your default team to all your accounts automatically or to one account at a time.
Account teams and opportunity teams share available team member roles.
SEE ALSO:
236

Set up a default team of coworkers you typically work with on accounts, with a role for each member
EDITIONS
and special access to your accounts. If you don’t see the Account Team related list, ask your Salesforce
admin to enable account teams. Available in: Lightning
1. In your personal settings, go to Advanced User Details and find Default Account Team. Click Experience and Salesforce
Add. Classic (not available in all
orgs)
2. Add coworkers, selecting each user’s access to the account and to related opportunities and
cases, and the user’s role on the team. Available in: Enterprise,
3. If you want, select options for adding the team to accounts automatically.
To add your default team to accounts from now on, select Automatically add my default
account team to accounts that I create or accounts that are transferred to me.
To add your default team to all your accounts immediately, select Update account teams
USER PERMISSIONS
with these members. To set up or edit a default
If you don’t add your default team to accounts automatically, you can add it to individual records account team:
by clicking Add Default Team on the Account Team related list. Add Default Team adds the • Read on accounts
default team of the account owner, not of the user who clicks the button. AND
4. Click Save. Account owner or above
the owner in the role
hierarchy
SEE ALSO:
Add Teams to Your Accounts To add the account owner’s
default account team to an
Considerations for Account Access via Teams account:
AND
Account owner or above
the owner in the role
hierarchy
237
Use Reports to Maintain Account Teams

Keep team information current using the ID field on Account Team Member in reports. For example,
EDITIONS
run a report to identify all the account teams that a user is a member of. Then use the IDs and Data
Loader to remove the team member from all account teams. Available in: Lightning
Let’s say that the user Jessica Adams left your company, so you want to remove her from the account Experience and Salesforce
teams she’s a member of. Classic
1. Create a report of type Account with Account Teams. The report preview includes the Account Available in: in Enterprise,
Owner field. Performance, Unlimited,
and Developer editions
2. Add the UserId field to the report preview.
3. Save and run the report. Find all the UserId values for the user you want to remove from teams.
The report includes all users with a UserId value on the Account Team Member object. Each USER PERMISSIONS
user has a UserId value for each team.
To create, edit, and delete
4. Export the report data. Configure Data Loader to update records on the basis of the UserId reports in private folders:
values you identified. • Create and Customize
Reports
reports in public and private
folders:
• Report Builder OR Report
Builder (Lightning
Experience)

Review considerations for granting account access via account teams and adding portal users to
EDITIONS
teams.
Access Experience and Salesforce
Accounts and Related Records orgs)
• Your Salesforce admin sets default access to accounts and related records. To grant team
members more access than the default, you must be the account owner or above in the
role hierarchy. You can grant team members more access than the default, but not less.
• To add team members who don’t have Read or Read/Write access to an account, you must
be the owner or above in the role hierarchy.
Account Owner Changes and Group-Based Access
Suppose that a user with group-based access adds account team members. If the account owner is changed, the team members
added by users with group-based access are removed from the team, even if the Keep account team option is selected.
To keep the team members related to the account, they should be added by a Salesforce admin, the account owner, or someone
above the owner in the role hierarchy.
Child Records
You can't grant team members greater access to child records than you have yourself. For example, if you have Read access to child
records on an account, you can’t give a team member Read/Write access. Ask your Salesforce admin to grant the needed access.
Available Fields
The fields available when sales reps add a team member are based on the reps’ level of access to the account.
238
Org-Wide Default Access to Accounts and Opportunities

Your Salesforce admin can set the default account and opportunity access to Private. In that case, if you give team members access to
an individual opportunity, those users gain Read access to accounts on the opportunity. Conversely, if you remove a user’s access to an
individual account, the user is removed from opportunity teams related to the account.
Portal Users
High-volume portal users can’t be added to teams.
SEE ALSO:
Administer Account Teams

Help your account reps collaborate to improve customer relationships by enabling account teams and customizing the team layout.
Facilitate Collaboration by Enabling Account Teams

Enable account teams so that your reps can create and maintain teams for their accounts.
Customize Account Team Roles
Every account team member has a role on an account, such as account manager or sales rep. To track the roles that team members
fill in your company, customize account team roles.
Maintain Your Users’ Account Teams
Add, remove, or replace multiple account team members at a time. Update member roles and access.
Disable Account Teams
If your account reps aren’t using account teams and you don’t want to retain account team data, you can disable account teams.
Considerations for Customizing Account Teams
If you customize account teams, review considerations related to custom fields, team member information, and validation rule, flow,
and Apex trigger support.
Account Team Fields
Account team member data is stored in standard fields. A user’s page layout determines which fields are visible, and a user’s access
to the account determines which fields are editable.
239
Facilitate Collaboration by Enabling Account Teams

Enable account teams so that your reps can create and maintain teams for their accounts.
EDITIONS
1. In Setup, use the Quick Find box to find Account Team Settings.
2. Click Enable Account Teams.
3. Select the account page layouts where you want to include the Account Team Member related Classic (not available in all
list. You can also include the related list in page layouts that users have customized. orgs)
4. Save your settings. Available in: Enterprise,
SEE ALSO: and Developer Editions
USER PERMISSIONS
To enable account teams:


Every account team member has a role on an account, such as account manager or sales rep. To
EDITIONS
track the roles that team members fill in your company, customize account team roles.
Warning: Account teams share roles with opportunity teams. If you remove an account Available in: Lightning
team role, that role is no longer listed as an opportunity team role. Experience and Salesforce
1. In Setup, use the Quick Find box to find Team Roles. orgs)
2. Edit the picklist values for team roles to follow your business process.
3. Save your changes. Performance, Unlimited,
4. To update a changed picklist value globally, in Setup, use the Quick Find box to find Replace
Team Role.
USER PERMISSIONS
SEE ALSO:
To set up team roles:
Customize Opportunity Team Roles • Customize Application
240
Maintain Your Users’ Account Teams

Add, remove, or replace multiple account team members at a time. Update member roles and
EDITIONS
access.
1. In Setup, use the Quick Find box to find Mass Reassign Account Teams. Available in: Lightning
2. Specify your changes by following the steps. Select the appropriate account, contact, case, and
opportunity access for new or changed team members. Then complete any custom fields
orgs)
included in the account team page layout.
Suppose that you deactivate an account team user who has Read/Write access on accounts, Available in: Enterprise,
contacts, opportunities, or cases, and then you reactivate the user. The user’s access defaults Performance, Unlimited,
to Read Only. and Developer Editions
3. Review the number of changed records, and then click Done.
USER PERMISSIONS
To edit multiple account

team members, roles, and
access in one operation:
• Use Team
Reassignment Wizards
Disable Account Teams

If your account reps aren’t using account teams and you don’t want to retain account team data,
EDITIONS
you can disable account teams.
Before disabling account teams, do the following: Available in: Lightning
• Delete all custom fields, custom buttons and links, page layouts, validation rules, Apex triggers,
and workflow rules that you’ve added to account teams.
orgs)
• Delete all custom reports that include account team information.
• Uninstall Apex packages that use account teams.
• Remove account team members referenced in your Apex code. and Developer Editions
Warning: Disabling account teams is an irreversible process, permanently removing all
teams from accounts, deleting all default account teams, and removing the Account Team USER PERMISSIONS
related list from all page layouts.
To disable account teams:
1. In Setup, use the Quick Find box to find Account Teams.
2. Select Disable Account Teams.
SEE ALSO:
Customize Fields
Custom Buttons and Links
Build a Report in Lightning Experience
Validation Rules
Define Apex Triggers
Workflow Rules
241
Considerations for Customizing Account Teams

If you customize account teams, review considerations related to custom fields, team member
EDITIONS
information, and validation rule, flow, and Apex trigger support.
Custom Fields and Picklists Experience and Salesforce
Salesforce Classic Availability orgs)
Custom fields and picklists aren't visible in Salesforce Classic.
Maximum Custom Fields
You can create up to 100 custom fields for an account team.
Custom Field Visibility
When editing team members, users see custom fields, even if you don’t add the fields to the
Add Account Team Members multiline page layout.
Deleting Custom Fields
If you delete a custom field, filters based on the custom field are also deleted. The results of assignment or escalation rules that rely
on the custom field’s data can change.
Default Values in Custom Fields
If you include a default value for a custom field, the field appears blank to Lightning Experience users while they’re adding account
team members. If users don’t enter a value, the default value appears on the record after they save.
Custom Picklists
Mass Reassign Account Teams doesn’t support custom picklists.
Team Member Information Display

Lookups to Team Members Not Supported
You can’t create a lookup from an object, such as an account, to an account team member.
Sorting in Related List
The Account Team related list is sorted by Team Member Name. The sort order can’t be customized, even if you specify the sort
order in the Account Team Member page layout. A user can sort the related list by any other column, but when the page is refreshed,
sorting reverts to the Team Member Name column.
Contact Access for Team Members
If you set the organization-wide default for contacts to Controlled by Parent, users can’t see or edit the Contact Access field.
Granting Access Levels to Team Members
Only users with the Modify All Data profile permission can grant account team members higher access levels than the access levels
of the account owner. In Lightning Experience, the running user’s permissions determine the available access level picklist values.
In Salesforce Classic, an exception prevents users without the Modify All Data profile permission from saving higher access levels.
Deleting Team Members
A deleted account team member record isn’t moved to the Recycle Bin, and it can’t be undeleted unless the record was cascade-deleted
when deleting a related account. For more information, see AccountTeamMember in the Object Reference.
Validation Rules, Flows, and Apex Trigger Support

Lightning Experience Support
Validation rules, flows, and Apex triggers are applied when Lightning Experience users add their default team to an account using
the Add action on the related list. However, they’re not applied when Lightning Experience users select the personal settings option
to add their default team to accounts automatically.
242
Salesforce Classic Support

Validation rules and Apex triggers are bypassed when Salesforce Classic users add default account teams via any method.
Ownership Change
When an account team member is removed during an account ownership change, Apex triggers are bypassed.
Visualforce Support
Overriding Buttons with Visualforce
Account team member records don’t support overriding the behavior of standard buttons—like Edit or Delete—with Visualforce
pages.
SEE ALSO:
Account Team Fields
Account Team Fields

Account team member data is stored in standard fields. A user’s page layout determines which
EDITIONS
fields are visible, and a user’s access to the account determines which fields are editable.
Field Description Experience and Salesforce
Account Access A team member’s level of access to an account. Classic (not available in all
orgs)
The access level can be Read/Write or Read Only,
but it can’t be less than the default account Available in: Enterprise,
sharing access. Performance, Unlimited,
Case Access A team member’s level of access to the cases
associated with the account.
Contact Access The level of access that a team member has to

the contact on the account. The access level can
be Read/Write or Read Only, but it can’t be less
than the default contact sharing access.
The Contact Access field is unavailable when
the organization-wide default for contacts is set
to Controlled by Parent.
Opportunity Access The level of access that a team member has to

the opportunities associated with the account.
Team Member A user listed as part of the team.
Team Role The role that a team member plays for the
account, such as account manager.
Things to Know About Accounts

Review additional considerations for accounts.
243

Review guidelines for creating accounts.
Guidelines for Deleting Accounts
Most accounts and their related records can be deleted in one click. Some accounts can’t be deleted until related records have been
removed.
Considerations for Using Account Hierarchy
All hierarchies display accounts related via the Parent Account field. Keep these considerations in mind when you create account
hierarchies.
Account Fields
Accounts have business account fields and person account fields.

Review guidelines for creating accounts.
EDITIONS
Support on Mobile Devices
You can view attachments in the Salesforce mobile app, but you can’t edit them. Business accounts available
in: Lightning Experience and
Record Types
Salesforce Classic
If your Salesforce admin has set up record types, you’re prompted to choose a record type when
creating an account. Different record types can include different fields and picklist values to Business accounts available
support your company’s business processes. in: All Editions
Company Subsidiaries Person accounts available
To specify that a business account is a subsidiary of another business account, fill in the Parent in: Lightning Experience and
Account field. You can then view an account hierarchy from the account detail page. In Lightning Salesforce Classic
Experience, click View Account Hierarchy. In Salesforce Classic, click the View Hierarchy link.
The Parent Account field isn’t available for person accounts.
Company Locations Performance, Unlimited,
Use the Account Site field to designate different locations of the same company. For example, and Developer Editions
suppose that Acme.com has offices in Paris and London. Create two accounts, both called
Acme.com, but with Account Site values of Paris and London, respectively.
USER PERMISSIONS
Divisions
If your Salesforce admin has enabled divisions, the division of a new account is automatically To create business accounts:
set to your default division, unless you select a different one. • Create on accounts
Territory Management To create person accounts:
If your Salesforce admin has set up territory management, account assignment rules can • Create on accounts
automatically assign newly created accounts to territories. AND
Create on contacts
SEE ALSO:
Who Has Access to Account Records?
Account Fields
244
Guidelines for Deleting Accounts

Most accounts and their related records can be deleted in one click. Some accounts can’t be deleted
EDITIONS
until related records have been removed.
Important: You see the Delete option only if you have permission to delete an account. The Business accounts available
Delete option is available on the account’s detail page and on the account list view in Lightning in: Lightning Experience and
Salesforce Classic
Experience and Salesforce Classic. If you don’t see the Delete option, you don’t have permission
to delete the account. Ask your Salesforce admin for help. Business accounts available
Deleted accounts are moved to the Recycle Bin, along with these related items. If you restore an in: All Editions
account from the Recycle Bin, related items are also restored, except the following. Person accounts available
• Contacts in: Lightning Experience and
Salesforce Classic
• Opportunities
• Orders Person accounts available
• Contracts (if they're not activated)
• Activities and Developer Editions
• Notes
• Attachments USER PERMISSIONS
• Portal roles and groups (if all portal users in the account are disabled)
To view accounts:
• Partner relationships
• Relationship group members
To delete accounts:
• Relationship group members in certain cases • Delete on accounts
• Portal roles and groups
• Scorecard associations
If any of the following conditions apply, you can’t delete an account.
• A case is related to the account
• You don’t have the Delete permission on accounts
• You aren’t the account’s owner, above the account’s owner in the role hierarchy, or a Salesforce admin
• When a contact on the account is related to an order via the Bill to Contact lookup field
If any of the following conditions apply, you can’t delete a partner account. To delete an account with closed–won opportunities that
you own, you have to delete the closed–won opportunities along with the account. To delete an account associated with a channel
program membership, you have to delete the membership first.
• Child records, activated contracts, or related opportunities owned by other users are related to the account
• Related contacts enabled as customer or partner users are related to the account
• A channel program membership is related to the account
Note: You don’t need the Delete permission on related records.
SEE ALSO:
Deleting Records
245
Considerations for Using Account Hierarchy

All hierarchies display accounts related via the Parent Account field. Keep these considerations in mind when you create account
hierarchies.

Keep these considerations in mind when you use Lightning Experience to create account hierarchies.
Considerations for Using Account Hierarchy in Salesforce Classic
Keep these considerations in mind when you use Salesforce Classic to create account hierarchies.

Keep these considerations in mind when you use Lightning Experience to create account hierarchies.
EDITIONS
Display of Accounts
The Account Hierarchy page displays up to 2,000 accounts in Lightning Experience, sorted by Available in: Lightning
name. (To view accounts in a different part of the hierarchy, enter the hierarchy from a different Experience
account.) The hierarchy doesn’t display accounts you don’t have permission to view.
If the current displayed record exists in the middle of the hierarchy (for example, the parent Enterprise, Performance,
record has 500 children and the current record is child #250), the parent record isn’t visible Unlimited, and Developer
when the Account Hierarchy page first appears. To see results further up in the hierarchy, scroll Editions
up.
Accounts with Multiple Locations USER PERMISSIONS
For companies with multiple office locations, use the Account Site field to distinguish among
the locations. To view accounts:
Accounts in Divisions
If divisions are enabled, you can use the Parent Account field to relate accounts in different
divisions.
You can’t view account hierarchies in the Salesforce mobile app.
Person Account Support
Person accounts aren’t supported for the Parent Account field or the View Account Hierarchy action.
SEE ALSO:
246
Considerations for Using Account Hierarchy in Salesforce Classic

Keep these considerations in mind when you use Salesforce Classic to create account hierarchies.
EDITIONS
• An account hierarchy displays up to 500 child accounts in Salesforce Classic. The hierarchy
doesn’t display details of accounts you don’t have permission to view. Available in: Salesforce
• For companies with multiple office locations, you can also use the Account Site field to Classic (not available in all
distinguish among the locations. orgs)
• If divisions are enabled, accounts that are related via the Parent Account field don’t have to be Available in: All Editions
in the same division. except Database.com
• Person accounts aren’t supported for the Parent Account field or the View Account Hierarchy
action. USER PERMISSIONS
• To list an account as a subsidiary, edit the subsidiary account and type the name of an existing
To view accounts:
account in the Parent Account field. Alternatively, you can click the lookup icon to search for
(or optionally, create) a parent account.
SEE ALSO:
Account Fields
Accounts have business account fields and person account fields.
EDITIONS
Business Account Fields Available in: Lightning

A business account has the following fields, listed in alphabetical order. Depending on your page
layout and field-level security settings, some fields may not be visible or editable. orgs)
If the account record was added from Data.com, certain fields, as identified here, are populated
with the Data.com or Dun & Bradstreet (D&B) value, if available. Some Data.com fields are available
in: Essentials, Professional,
only in orgs licensed to use a specific Data.com product. Those fields are identified in their
descriptions. Unlimited, and Developer
Editions
Field Description Allows Value from
Data.com or D&B Person accounts available
Account Currency The default currency for all Performance, Unlimited,
currency amount fields in the and Developer Editions
account. Amounts are
displayed in the account
currency and are also
converted to the user’s
personal currency. Available
only in orgs using multiple
currencies.
Account Division Division to which the account

belongs. Records related to the
account, such as contacts and
opportunities, automatically
inherit the account’s division.
247
Field Description Allows Value from Data.com or D&B

Available only in orgs using divisions to
segment data.
Account Name Name of company. Up to 255 characters (D&B)

Account Name (Local) The name of the account translated into

the local language.
Account Number Tracking or reference number for account.

Up to 40 characters are allowed in this field.
Account Owner Assigned owner of account. Not available

in Personal Edition.
Account Record Type Name of the field that determines what

picklist values are available for the record.
Available in Professional, Enterprise,
Unlimited, Performance, and Developer
Editions.
Account Site Information about the account’s location, (D&B)

such as single location,
Headquarters, or Branch. Up to 80
Account Source The source of the account record. For (Data.com)

example, Advertisement,
Data.com, or Trade Show. The
source is selected from a picklist of
available values, which a Salesforce admin
sets. Each picklist value can have up to 40
characters.
Annual Revenue Amount of annual reported revenue.If you (D&B)

update your account records with
Data.com Prospector or Data.com Clean,
Data.com converts non-USD currencies to
USD every month. These conversions can
result in changes to the values in this field.
In orgs using non-USD currencies, we
ignore the Annual Revenue field when
determining a record’s clean status (so the
Clean Status field’s value doesn’t change).
We also remove the value from the Annual
Revenue field on account records and the
clean comparison page.
Billing City City portion of billing address. Up to 40 (D&B)

248

Billing Country Country portion of billing address. Entry is (D&B)
selected from a picklist of standard values
or entered as text. If the field is a text field,
up to 80 characters are allowed.
Billing State/Province State or province portion of billing address. (D&B)

Entry is selected from a picklist of standard
values or entered as text. If the field is a text
Billing Street Street address used for billing. Up to 255 (D&B)

Billing Zip/Postal Code Zip or postal code portion of billing (D&B)

address. Up to 20 characters are allowed.
Clean Status The record’s clean status, as compared with (Data.com)

Data.com. Values are Not Compared,
In Sync, Reviewed, Different,
Not Found, and Inactive. This field
is available if you use Data.com Prospector
or Data.com Clean.If you update your
account records using Data.com Prospector
or Data.com Clean, Data.com converts
non-USD currencies to USD every month.
These conversions can result in changes to
the values in the Annual Revenue field. In
orgs using non-USD currencies, we ignore
the Annual Revenue field when
determining a record’s clean status (so the
Clean Status field’s value doesn’t change).
Created By User who created the account, including

creation date and time. (Read only)
Data.com Key The company’s ID in Data.com. When (Data.com)

Salesforce records are compared with
Data.com records (via manual cleaning or
automated clean jobs), if Data.com finds a
match, the two records are linked by this
field’s numeric value.
D&B Company A link to the corresponding D&B Company (D&B)

record, which displays Dun & Bradstreet
(D&B) fields for the account. Use the lookup
if you want to associate a different D&B
Company record with the account. This
field is available only in orgs using
Data.com Prospector or Data.com Clean.
249

Description Description of account. Up to 32 KB of data (D&B)
is allowed in this field. Only the first 255
characters display in reports.
D-U-N-S Number The Data Universal Numbering System (D&B)

(D-U-N-S) number is a unique nine-digit
number assigned to every business location
in the D&B database that has a unique,
separate, and distinct operation. D-U-N-S
numbers are used by industries and
organizations around the world as a global
standard for business identification and
tracking. This field is available if you use
To see the entire D-U-N-S number, either
add the account to Salesforce if you haven’t
yet, or clean the account with Data.com if
it exists in Salesforce. Until you add or clean
the record, its first five digits are masked
with asterisks (*).
Employees Number of people employed by the (D&B)

account.
Evaluate this account against territory rules When checked, causes account assignment
on save rules to run when the account is edited and
saved. When customizing the page layout
for accounts, an administrator can control
whether this checkbox displays and
whether it’s checked by default.
Exclude from territory assignment rules When checked, shields the account from
being evaluated when account assignment
rules are run, preventing it from being
automatically assigned to territories. Also,
if the account is already assigned to
territories as a result of assignment rules,
checking this box removes the account
from those territories. This checkbox only
affects rule-based account assignments
and has no effect on manual account
assignments.
Fax Fax number. Up to 40 characters are (D&B)

allowed in this field.
Industry Primary business of account. Entry is (Data.com)

selected from a picklist of available values,
250

which a Salesforce admin sets. Each picklist
value can have up to 40 characters.
Modified By User who last changed the account fields,

including modification date and time. This
field doesn’t track changes made to any of
the related list items on the account. (Read
only)
NAICS Code The six-digit North American Industry (D&B)

Classification System (NAICS) code is the
standard used by business and government
to classify business establishments into 20
industries, according to their economic
activity for the purpose of collecting,
analyzing, and publishing statistical data
related to the U.S. business economy. This
field is available if you use Data.com
Prospector or Data.com Clean.
NAICS Description A brief description of an organization’s line (D&B)

of business, based on its NAICS code. This
Ownership Ownership of company, for example, public (D&B)

or private. Entry is selected from a picklist
of available values, which a Salesforce
admin sets. Each picklist value can have up
to 40 characters.
Parent Account Parent company for companies that are

subsidiaries of a larger company or
organization. The parent account must be
an existing account in Salesforce. You can
enter the account name, or select (or
optionally, create) the account using the
lookup icon.
Partner Account Read-only field that indicates whether an

account is a partner account.
Phone Primary phone number of account. Up to (D&B)

40 characters are allowed in this field.
Rating Categorization of how you rate this

account, for example, Hot, Cold. Entry is
selected from a picklist of available values,
which a Salesforce admin sets. Each picklist
value can have up to 40 characters.
251

Shipping City City portion of primary mailing or shipping (D&B)
Shipping Country Country portion of primary mailing or (D&B)

shipping address. Entry is selected from a
picklist of standard values or entered as
text. If the field is a text field, up to 80
Shipping State/Province State or province portion of primary (D&B)

mailing or shipping address. Entry is
Shipping Street Primary mailing or shipping street address (D&B)

of account. Up to 255 characters are
allowed.
Shipping Zip/Postal Code Zip or postal code portion of primary (D&B)

mailing or shipping address. Up to 20
SIC Code Standard Industrial Classification code of (D&B)

the account’s main business categorization.
SIC Description A brief description of an organization’s line (D&B)

of business, based on its SIC code.
Ticker Symbol The abbreviation used to identify publicly (D&B)

traded shares of a particular stock. Also
known as the stock symbol. Up to 20
Tradestyle A name, different from its legal name, that (D&B)

a company can use for conducting
business. Similar to “Doing business as” or
“DBA”. This field is available if you use
Type Type of account, for example, Customer,

Competitor, or Partner. Entry is selected
from a picklist of available values, which a
Salesforce admin sets. Each picklist value
can have up to 40 characters.
Custom Links Listing of custom links for accounts as set

up by your Salesforce admin.
Website URL of account’s website, for example, (Data.com)

www.acme.com. Up to 255 characters are
252

allowed in this field; only the first 50 are
displayed.
Year Started The year the company was established or (D&B)

the year when current ownership or
management assumed control of the
company. If the company establishment
or ownership year is unavailable, then the
year the Dun & Bradstreet record was
created is used. Dun & Bradstreet doesn't
supply this data for branch locations. This
Person Account Fields

A person account has the following standard fields, listed in alphabetical order. Depending on your page layout and field-level security
settings, some fields may not be visible or editable. Fields with a prefix “Person” or suffix “_pc” are contact fields that are supported for
person accounts but not business accounts.
This list doesn’t include custom fields that your Salesforce admin has created. Both account and contact custom fields are available for
person accounts.
Field Description Is Contact Field

Account Currency The default currency for all currency amount
fields in the account. Amounts are displayed
in the account currency and are also
converted to the user’s personal currency.
Available only in orgs using multiple
currencies.
Account Division Division to which the account belongs.

Records related to the account, such as
contacts and opportunities, automatically
inherit the account’s division. Available only
in orgs using divisions to segment data.
Account Name The name of the individual. In person

accounts, the account name can’t be edited
directly. Instead, Salesforce derives it by
combining the First Name and Last Name
fields in the appropriate order per the user's
language setting. If Middle Name and Suffix
fields have been enabled for the org, those
fields are also included in the account name.
Account Name (Local) The name of the account translated into the
local language.
253

Account Number Tracking or reference number for account.
Account Owner Assigned owner of account. Not available in

Personal Edition.
Account Record Type Name of the field that determines what

picklist values are available for the record.
Available in Professional, Enterprise,
Unlimited, Performance, and Developer
Editions.
Account Site Information about the account’s location,

such as single location,
Headquarters, or Branch. Up to 80
Annual Revenue Amount of annual reported revenue.
Assistant The contact’s assistant. Maximum 40

characters.
Asst. Phone The assistant’s phone number. Maximum 40

characters.
Billing City City portion of billing address. Up to 40

Billing Country Country portion of billing address. Entry is

Billing State/Province State or province portion of billing address.

values or entered as text. If the field is a text
Billing Street Street address used for billing. Up to 255

Billing Zip/Postal Code Zip or postal code portion of billing address.

Birthdate The contact’s birthday. Click the field, and

then choose a date from the calendar.
Created By User who created the account, including

creation date and time. (Read only)
Custom Links Listing of custom links for accounts as set

up by your Salesforce admin.
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Department The associated business or organizational
unit. Maximum 80 characters.
Description Description of account. Up to 32 KB of data

is allowed in this field. Only the first 255
characters display in reports.
Do Not Call Whether the contact wants to be contacted

by phone. If you use Data.com, the Phone
field value is hidden from search results and
on the Contact Card. The field is blank in
.csv files that are created when you
export records.
Email The contact’s email address. A valid email

address is required. Maximum 80 characters.
Email Opt Out Whether the contact (person account) wants

to receive email (false) or not (true). If
you use Data.com, the Email field value is
hidden from search results and on the
Contact Card. The field is blank in .csv
files that are created when you export
records.
Employees Number of people employed by the account.
Engagement History A chart showing the person account's

inbound and outbound engagements for
the last 30 days. Available with Sales
Engagement.
Evaluate this account against territory rules When checked, causes account assignment
on save rules to run when the account is edited and
saved. When customizing the page layout
for accounts, an administrator can control
whether this checkbox displays and whether
it’s checked by default.
Exclude from territory assignment rules When checked, shields the account from
being evaluated when account assignment
rules are run, preventing it from being
automatically assigned to territories. Also, if
the account is already assigned to territories
as a result of assignment rules, checking this
box removes the account from those
territories. This checkbox only affects
rule-based account assignments and has no
effect on manual account assignments.
255

Fax Fax number. Up to 40 characters are allowed
in this field.
Fax Opt Out Whether the contact wants to be included

in broadcast faxes.
First Name The first or given name of the individual. Up

to 40 characters are allowed in this field.
Gender Identity The contact's personal and self-identified

experience of their gender, which may or
may not correspond to the contact's
designated sex at birth.
Home Phone The contact’s home phone number.

Maximum 40 characters.
Industry Primary business of account. Entry is selected

from a picklist of available values, which a
Salesforce admin sets. Each picklist value can
have up to 40 characters.
Last Name The surname or family name of the

individual. Up to 80 characters are allowed
in this field.
Lead Source The record source: for example,

Advertisement, Partner, or Web. The entry
is selected from a picklist of available values,
which the administrator sets. Maximum 40
characters for each picklist value.
Mailing City The city in the mailing address. Maximum

40 characters.
Mailing Country The mailing country for the address. Entry is

selected from a picklist of standard values,
or entered as text. Up to 80 characters are
Mailing State/Province The mailing state or province for the address.

values, or entered as text. Up to 80
characters are allowed if the field is a text
field.
Mailing Street The street in the mailing address. Maximum

255 characters.
Mailing Zip/Postal Code The zip or postal code in the mailing address.
256

Middle Name Middle name of the individual. Up to 40
To enable this field, contact Salesforce
Customer Support. Next, from Setup, enter
User Interface in the Quick Find box,
then select User Interface. Then select
Enable Name Suffixes for Person Names.
Mobile The contact’s mobile phone number.

Modified By User who last changed the account fields,

including modification date and time. This
field doesn’t track changes made to any of
the related list items on the account. (Read
only)
Other City The city in another address for the contact.

Other Country Another country for the address. Entry is

selected from a picklist of standard values,
or entered as text. Up to 80 characters are
Other Phone Another phone number for the contact.

Other State/Province Another state or province for the address.

values, or entered as text. Up to 80
characters are allowed if the field is a text
field.
Other Street The street address in another address for the

contact. Maximum 255 characters.
Other Zip/Postal Code The zip or postal code in another address for
the contact. Maximum 20 characters.
Ownership Ownership of company, for example, public

or private. Entry is selected from a picklist of
available values, which a Salesforce admin
sets. Each picklist value can have up to 40
characters.
Phone Primary phone number of account. Up to 40

Pronouns The contact's personal pronouns, reflecting

their gender identity. The entry is selected
257

from a picklist of available values, which the
administrator sets. Maximum 40 characters.
Rating Categorization of how you rate this account,

for example, Hot, Cold. Entry is selected from
a picklist of available values, which a
Salutation The title for addressing the contact, for

example, Mr., Ms., or Dr. The entry is selected
from a picklist of available values, which the
Shipping City City portion of primary mailing or shipping

Shipping Country Country portion of primary mailing or

shipping address. Entry is selected from a
picklist of standard values or entered as text.
If the field is a text field, up to 80 characters
are allowed.
Shipping State/Province State or province portion of primary mailing

or shipping address. Entry is selected from
a picklist of standard values or entered as
text. If the field is a text field, up to 80
Shipping Street Primary mailing or shipping street address

of account. Up to 255 characters are allowed.
Shipping Zip/Postal Code Zip or postal code portion of primary mailing

or shipping address. Up to 20 characters are
allowed.
SIC Code Standard Industrial Classification code of the

account’s main business categorization. Up
to 10 characters are allowed in this field.
Suffix Name suffix of the individual. Up to 40

To enable this field, contact Salesforce
Customer Support. Next, from Setup, enter
User Interface in the Quick Find box,
then select User Interface. Then select
Enable Name Suffixes for Person Names.
Title The contact’s position within the

organization. Maximum 80 characters. When
converting a lead to a person account, the
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Sales Cloud Basics Contacts

coversion fails if the lead Title field contains
more than 80 characters.
Total Cadences The number of Sales Engagement cadences

the person account is assigned to. This field
is only available in list views.
Type Type of account, for example, Customer,

Competitor, or Partner. Entry is selected from
a picklist of available values, which a
Website URL of account’s website, for example,

www.acme.com. Up to 255 characters are
allowed in this field; only the first 50 are
displayed.
SEE ALSO:
Accounts
Contacts
Use contacts to store information about the people you do business with. Contacts are most often associated with an account, but can
also be associated with other records such as opportunities. Contacts are even more useful when you enable Contacts to Multiple
Accounts, add hierarchy information, and customize sharing settings.
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
Available in: All Editions
Manage Contacts
Understand the basics of contact records, including creating and deleting, merging duplicates, and sharing contacts with others.
Set Up Contacts
Contacts are great, but when you add basic contact features such as sharing rules and hierarchies they're even better.
People often work with more than one company. A business owner might own more than one company or a consultant might work
on behalf of multiple organizations. Relate a single contact to multiple accounts so you can easily track the relationships between
people and businesses without creating duplicate records.
Contact Roles
Contact roles specify the part that each contact plays in an account, case, contract, or opportunity. When you use contact roles, your
sales team always knows who to contact and when.
Opportunity contact roles specify the part that each contact plays in a deal. When you use and customize opportunity contact roles,
your sales team knows who to contact and when.
259
Things to Know About Contacts

Review additional considerations for contacts.
Manage Contacts
Understand the basics of contact records, including creating and deleting, merging duplicates, and
EDITIONS
sharing contacts with others.
Considerations for Creating Contacts Classic and Lightning
Before you create contacts, consider a few key points. Experience
Guidelines for Viewing and Managing Contacts Available in: All Editions
When viewing and managing your contacts, consider a few key points.
Contact Intelligence View
View contact activity and engagement metrics, see insights, take action, and update records all in one place in the Contact Intelligence
View.
Considerations for Deleting Contacts
Most contacts can be deleted with one click. However, before you delete a contact, be aware of who can delete contacts and what
happens to records that are associated with deleted contacts.
Merge Duplicate Contacts
Update Contacts with Third-Party Data
Your Salesforce admin can set up features for comparing your contacts to records from Lightning Data. Depending on the way your
admin sets up these features, your contacts are updated when information changes, and you can also review and update contacts
manually.
Share Contacts
Share contacts with other users to make it easier to collaborate within your sales team.
Import Contacts from Mobile Device Contact Lists into Salesforce
Sales reps can save time and eliminate typos by using the Salesforce mobile app to import contacts from mobile device contact lists
into Salesforce. This feature is available only in Salesforce for Android and Salesforce for iOS.
Automatic Contact Creation
Create contacts automatically from your email and calendar interactions. You can also set a threshold to create or suggest contacts
after they’re mentioned in your email activity up to 3 times.
Considerations for Creating Contacts

Before you create contacts, consider a few key points.
EDITIONS
• You can create a contact from these places in Salesforce.
– Create a contact on an account’s detail page.
– Import a contact from a mobile device using the Salesforce app or using a CSV file. orgs) and Lightning
– Create a contact from the Contacts area and associate an account to it. If you don’t, the Experience
contact is private. Private contacts are accessible only to their owner, Salesforce admins, or
Available in: all editions
anyone who has the View All and Modify All permissions.
– Create a contact from the Contact Suggestions area on the Seller Home page.
260
– Create a contact from the buyer relationship map for an account.

– Create a contact automatically from email and calendar activity by using Automatic Contact Creation.
• To create a contact that’s automatically associated with an account, create the contact from the account’s detail page.
• To track a contact’s relationship with more than one account, use the Related Accounts related list to add additional account-contact
relationships. By tracking all related accounts on a single contact record, you avoid creating duplicate contacts. Make sure your admin
has set up Contacts to Multiple Accounts.
• If your Salesforce org uses record types, you’re sometimes prompted to choose a Record Type when creating a contact. Different
record types can have different fields and picklist values.
• If your Salesforce org uses divisions, the division of a new contact is automatically set to the division of the related account.
SEE ALSO:
Contacts
Deleting Records
Contact Fields
Guidelines for Viewing and Managing Contacts

When viewing and managing your contacts, consider a few key points.
EDITIONS
User Permissions Needed Available in: both Salesforce
To view contacts: Read on contacts Classic (not available in all
orgs) and Lightning
To create contacts: Create on contacts Experience
• Person accounts don’t appear in the Recently Viewed list on the Contacts home page.
• If you’re using Salesforce Classic, a printable view of the contacts list is available. You can save the printable view as a PDF.
• When you select a person account from a contact list view, the corresponding person account appears on the Accounts page.
• To view a filtered list of contacts, select a predefined view from the dropdown list. Admins of Professional, Enterprise, Unlimited,
Performance, and Developer Edition orgs can grant access to contacts beyond what the sharing model allows. See Share Contacts.
If you’re using Salesforce Classic:
– To define your own custom view, click Create New View.
– To edit or delete a view that you created, select it from the View dropdown list, and then click Edit.
• To make person accounts easy to find, create a custom list view, adding the Is Person Account icon as a column.
• If you’re using Salesforce Classic, to add contacts to a campaign, select the checkbox next to one or more contacts, and then click
Add to Campaign. To select all displayed records, select the checkbox in the column header.
261
• Modifications to the related lists for a contact aren’t tracked in the contact history.
SEE ALSO:
Contacts
Considerations for Changing the Account for Contacts
Contact Fields
Contact Intelligence View

View contact activity and engagement metrics, see insights, take action, and update records all in
EDITIONS
one place in the Contact Intelligence View.
To see the Intelligence View, go to the Contact home page and click Intelligence View. To return Available in: Lightning
to the original list view, click List View. Experience
In the Contact Intelligence View, you can quickly filter your contacts, see aggregate activity statistics Available in: Professional,
for the resulting records, and take action to reach out, right from the Contacts tab. Enterprise, Performance,
To see detailed activity for individual records, click the side panel icon next to the record name. The and Unlimited Editions with
Sales Cloud
side panel also includes case insights, email insights, and Einstein Conversation Insights.
USER PERMISSIONS
To view Contacts tab:

• Read on contacts
To view contacts:
• Read on contacts
To create contacts:
• Create on contacts
Contact activity metrics include:

• Total Contacts: The total number of contacts that meet your filter criteria.
• No Activity: Contacts with no completed activities.
262
• Idle: Contacts with past activity, but no completed activities in the last 30 days.
• No Upcoming: Contacts with recently completed activity but no future activities scheduled.
• Overdue: Contacts with activities that are overdue.
• Due Today: Contacts with activities due today.
• Upcoming: Contacts with activities due in the next 30 days.
Activity metrics include events as well as tasks.
Engagement metrics include:
• Not contacted
• Contact attempted
• Engaged
• Meeting scheduled
• Meeting declined
• Disqualified
To see the Contact Intelligence View, your Salesforce Administrator must turn it on in Setup and add the Intelligence View button to the
Contact List View button layout.
Considerations for Deleting Contacts

Most contacts can be deleted with one click. However, before you delete a contact, be aware of who can delete contacts and what
happens to records that are associated with deleted contacts.
• You can delete a contact if you’re an administrator, the contact owner, or a user above the contact owner in the organization role
hierarchy, and if you have the Delete permission on the Contact object. If you meet these requirements, you see Delete as an option
on the contact’s detail page and on its row on the contact list page in.
• If you delete a contact, these associated records are also deleted. You don’t need the “Delete” permission on the associated records.
– Assets (without cases)
– Attachments
– Campaign history
– Events
– Notes
– Tasks
Accounts, entitlements, and opportunities that are associated with the contact aren’t deleted.
• To delete a contact related to an entitlement, delete the associated entitlement contact records or remove the roll-up summary field
from the Contact object.
• The deleted contact is moved to the Recycle Bin. If you undelete the contact, any associated records are restored, including any
inactive Self-Service usernames.
• If you delete or remove an activity’s primary contact, another contact becomes the primary contact in its place. You can edit the
activity to manually select another primary contact.
263
• You can’t delete contacts that have these records associated with them.
– Assets (with cases)
– Cases
– Contracts
– Partner user
– Service contracts
– Active Self-Service users
– Active Customer Portal users
SEE ALSO:
Deleting Records
Contact Fields

Merge Duplicate Contacts in Lightning Experience

Merge duplicate contacts using Lightning Experience.
Merge Duplicate Contacts in Salesforce Classic
Merge duplicate contacts using Salesforce Classic.
Associate the most recently updated data privacy record whenever you merge duplicate leads and contacts.
Considerations for Merging Duplicate Contacts
Keep these considerations in mind when you merge duplicate contact records.
Considerations for Merging Contacts Associated with Portal Users
Keep these considerations in mind before merging contacts associated with portal users.
Merge Duplicate Contacts in Lightning Experience

Merge duplicate contacts using Lightning Experience.
EDITIONS
To merge contacts: Delete on contacts Experience
To merge Customer Portal enabled contacts: Available in: Essentials,

Delete on contacts Professional, Enterprise,
AND Performance, Unlimited,
Manage Customer Users
OR
Edit Self-Service Users
264
User Permissions Needed

To merge Partner Portal enabled contacts: Delete on contacts
AND
Manage External Users
OR
Manage Partners
Note: If duplicate contacts aren’t getting flagged, see “Standard Contact Matching Rule” in Salesforce Help to learn how Salesforce
identifies duplicate records. Work with your Salesforce admin to fine-tune your matching rules if necessary.
1. Choose a contact record. A message tells you if duplicates exist for that record. To see them, click View
.setaciD
u
p
l
2. Choose up to three contact records to merge. Click Next.
3. Choose one contact as the principal contact, and choose the field values that you want to keep. Click Next.
265
Note: In Lightning Experience, portal user status isn’t shown during merging.
SEE ALSO:
266
Merge Duplicate Contacts in Salesforce Classic

Merge duplicate contacts using Salesforce Classic.
EDITIONS
To merge contacts: Delete on contacts Classic
To merge Customer Portal enabled contacts: Available in: All Editions

Delete on contacts
AND
Edit Self-Service Users
To merge partner portal enabled contacts: Delete on contacts

AND
Manage Partners
1. From the Contacts related list of an account, click Merge Contacts.

2. Select up to three contacts to merge. Use the search box to refine the list, or click All Contacts to view the full list of contacts. Click
Next to continue.
3. Select one contact as the principal record.
4. If your organization uses a partner or customer portal, you can select which record you want to retain as the portal user. If you don’t
want the merged contact to include a portal user, select Not a portal user.
5. Select the fields values that you want to retain from each record. Fields with conflicting values are highlighted.
6. Click Merge.
SEE ALSO:
Associate the most recently updated data privacy record whenever you merge duplicate leads and contacts.
Available in: Salesforce Classic
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions
1. From Setup, enter Individual Settings in the Quick Find box, and then select Individual Settings.
2. Select Retain the most recently modified data privacy record.
267

Keep these considerations in mind when you merge duplicate contact records.
EDITIONS
Primary Account Available in: both Salesforce

In Lightning Experience, you can merge contacts that have different primary accounts unless the
orgs) and Lightning
contact is associated with a portal user. In Salesforce Classic, you can merge only contacts that have Experience
the same primary account. The primary account is the account listed in the Account Name field on
the contact record. Available in: all editions
Data Privacy Preferences

When you merge duplicate leads or contacts, you also associate a data privacy record with the primary record. If you selected the option
to retain the most recently updated data privacy record for merging leads and contacts, we associate the correct record for you. Otherwise,
we prompt you to select the one you want to retain for the records you merge.
If you try to merge contacts that are indirectly related to the same account, Salesforce displays a message suggesting that you remove
the redundant relationship. On contact records, indirect relationships are managed from the Related Accounts related list.
Contact Roles
When contacts are merged, contact roles on non-master contacts lose their status as the primary contact.
Portal Users
When you use Lightning Experience to merge contacts associated with portal users, the portal user status isn’t shown during merging.
The merged record retains the portal user status of the primary record. When you use Salesforce Classic to merge contacts associated
with portal users, the portal user status is shown during merging. You choose the portal status you want to retain in the merged record.
In both Lightning Experience and Salesforce Classic, the primary contact must be associated with a portal user. The merged contact
retains the portal user status of the primary contact. If a non-master contact is associated with a portal user, that user is deactivated.
Campaigns
When duplicate contacts that are members of different campaigns are merged, Salesforce retains the Member Status Updated date for
each campaign the merged contact is a member of.
Related Items, Chatter Feeds, and Attachments

When duplicate records are related to items such as campaigns or activities, Salesforce relates the items to the merged record, with
some exceptions. Chatter feeds are retained from the primary record only. Salesforce Files attached in the Chatter feed or Files related
list are retained in the merged record.

Salesforce retains any data in hidden or read-only fields, such as sharing settings from the primary record. Hidden fields aren’t shown
while you merge. A merged record retains the Created By user and Created Date from the oldest record merged, regardless of which
record is the primary. The record shows the merge date as the Last Modified By date.
268
Non-Master Contacts
The non-master contacts are moved to the Recycle Bin.
SEE ALSO:

Keep these considerations in mind before merging contacts associated with portal users.
Available in: Salesforce Classic (not available in all orgs)
The customer portal is available in: Enterprise, Performance, Unlimited, and Developer Editions
The partner portal is available in: Enterprise, Performance, and Unlimited Editions
• You can merge a portal contact with another portal contact.

• You can merge Customer Community enabled person accounts with Customer Community Plus person accounts.
• Before you merge contacts that include partner users and customer users, decide which type of portal user to retain. The user that
you don’t retain is disabled. However, after the contacts are merged, you can enable the contact for access to the portal from which
it was removed during the merge process.
• You can merge contacts that are associated with various accounts by transferring the contacts that you want to merge into one
account and then merging the contacts that are associated with the common account.
SEE ALSO:
Update Contacts with Third-Party Data

Your Salesforce admin can set up features for comparing your contacts to records from Lightning Data. Depending on the way your
admin sets up these features, your contacts are updated when information changes, and you can also review and update contacts
manually.
SEE ALSO:
Deleting Records
269
Share Contacts
Share contacts with other users to make it easier to collaborate within your sales team.
EDITIONS
To share contact records with other users, those users must have Read permission for Contacts.
When you share a contact record that has an associated account, the account is also shared only if Available in: Salesforce
you have permission to share account records. Classic
1. On a contact’s detail page, click Sharing. The sharing detail page lists the users, groups, roles, Available in: Professional,
and territories that have sharing access to the contact. Enterprise, Performance,
2. On the sharing detail page, do any of the following. Unlimited, and Developer
Editions
• To show a filtered list of items, select a predefined list from the View dropdown 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 dropdown list and click Edit.
• To edit or delete any view you created, select it from the View dropdown list and click Edit.Click Expand List to view all users
that have access to the record.
• To grant access to the record to other users, groups, roles, or territories, click Add.
• For manual sharing rules that you created, click Edit or Del next to an item in the list to edit or delete the access level.
SEE ALSO:
Considerations for Sharing and Accessing Contacts
Considerations for Sharing and Accessing Contacts

Here’s some things to know about sharing and accessing contact records.
EDITIONS
• You can’t restrict access to contacts beyond your organization’s default access levels.
• You need at least read access to the contacts and leads that you invite to an event. You need Available in: Salesforce
at least “Add Events” on a resource to invite it to an event. Classic (not available in all
orgs)
• A contact that isn’t linked to an account is always private, regardless of your organization’s
sharing model. Only the owner of the contact and administrators can view it. Sharing rules and Available in: Professional,
workflow rules don’t apply to private contacts. If your organization uses divisions, private contacts Enterprise, Performance,
always belong to the global division. Unlimited, and Developer
Editions
• If a recipient doesn’t have access to the account, you can’t share the contact unless you also
have permission to share the account.
• If your organization-wide default for contacts is set to Controlled by Parent, the Contact Access options aren’t available when
you share related records such as accounts. Instead, all access to contacts is determined by the user’s access to the contact’s account.
• If your organization-wide default for contacts is Controlled by Parent and your organization-wide default for accounts is Private, you
can’t view contacts for accounts that you don’t own, even if you have the View All permission on the account object. However, if
you own a contact on an account, you can view other contacts on the same account. (Access to a parent account gives you access
to the associated child records.)
SEE ALSO:
Share Contacts
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Sales reps can save time and eliminate typos by using the Salesforce mobile app to import contacts
EDITIONS
from mobile device contact lists into Salesforce. This feature is available only in Salesforce for Android
and Salesforce for iOS. Available in: both Salesforce
1. In the Salesforce mobile app, navigate to where you create contacts. Classic (not available in all
orgs) and Lightning
2. To open the device’s contact list, tap Import from Device.
Experience
3. Select a contact.
4. To associate the contact with an account in Salesforce, go to the contact record in Salesforce
and add an account.
When importing contacts from a mobile device, these fields are mapped from your device’s contact to the Salesforce contact.
• Email
• Home Phone
• Mailing City
• Mailing Country
• Mailing Postal Code
• Mailing State
• Mailing Street
• Mobile
• Other Phone
• Phone
Note: In some situations, mappings from the local device don’t map as expected to the Salesforce contact record.
SEE ALSO:
Considerations for Importing Contacts from a Mobile Device
Considerations for Importing Contacts from a Mobile Device

When importing contacts into Salesforce from a mobile device’s contact lists, there are a few things
EDITIONS
to be aware of.
• To use the Import from Device button, you need the Allow Salesforce to import Contacts from Available in: both Salesforce
mobile device Contact lists permission. Classic (not available in all
orgs) and Lightning
• When importing contacts from an Android or iOS device using Salesforce into an org that has
Experience
State and Country picklist fields enabled, the State field isn’t populated.
• If you have multiple mobile phone fields in your mobile device’s contact, and the Phone field Available in: All Editions
in Salesforce is empty:
– The first mobile phone field maps to the Phone field in Salesforce.
– The second mobile phone field maps to the Mobile field in Salesforce.
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• When you select emails from the mobile device, the Salesforce mobile app typically pulls the second email address location. If labels
are created on the device, the integration tries to map from the local work email address to the standard contact email address in
Salesforce.
SEE ALSO:
Automatic Contact Creation

Create contacts automatically from your email and calendar interactions. You can also set a threshold
EDITIONS
to create or suggest contacts after they’re mentioned in your email activity up to 3 times.
Automatic Contact Creation looks for external people with email addresses that don’t already belong Available in: Lightning
to contacts. A contact is usually created after one of these situations occurs. Experience
• A user exchanges email with an external person a certain number of times (set in the threshold). Available in: Professional,
• A user holds at least one meeting with an external person. Enterprise, Performance,
Unlimited, Einstein 1 Sales
On Seller Home, see how many contacts were automatically created in the last 7 days. Edition, and Developer
Considerations for Automatic Contact Creation

Learn about requirements, email filters, and other considerations for Automatic Contact Creation.
SEE ALSO:
Set Up Automatic Contact Creation
See an Overview of Metrics, Goals, Suggestions, Tasks, and Activities in Seller Home
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Learn about requirements, email filters, and other considerations for Automatic Contact Creation.
EDITIONS
Requirements Available in: Lightning

Experience
Enable Einstein Activity Capture.
Limitations Unlimited, Einstein 1 Sales
• No standard list views or reports show automatically created contacts. Edition, and Developer
• Salesforce makes the best attempt to accurately associate the contact with the appropriate Editions with Sales Cloud
account. We can’t guarantee it’s always accurate.
Filtered Emails
Information from emails likely sent by bots or from unmonitored email accounts isn’t used to detect potential contacts. For example,
Automatic Contact Creation ignores emails with sender addresses containing “no-reply” or “@group.calendar.google.com.”
New Contact Field

After Automatic Contact Creation is enabled, the ContactSource field is available for contacts. After a contact is created automatically,
the field is set to Auto Create.
SEE ALSO:
Set Up Contacts
Contacts are great, but when you add basic contact features such as sharing rules and hierarchies
EDITIONS
they're even better.
Turn On Contact Intelligence View Classic and Lightning
To let your users view contact activities, take action, and update records, all in one place, turn Experience
on the Contact Intelligence View. Available in: All Editions
Enable Self-Service for Contacts and Person Accounts
To provide access to your Self-Service portal, enable Self-Service for a customer’s contact or
person account record. A Self-Service user can view cases in the Self-Service portal only if they’re associated with the user’s account
record.
Display Contact Hierarchies
Give your sales team a key tool for planning their sales strategy by showing contacts in a hierarchy or org chart.
Allow Users to Create Private Contacts
Private contacts are contacts that aren’t associated with an account. To give your users the ability to create private contacts, adjust
your contact page layouts so the Account Name field isn’t required.
Turn on Automatic Contact Creation and specify criteria for when contacts are created.
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Turn On Contact Intelligence View

To let your users view contact activities, take action, and update records, all in one place, turn on
EDITIONS
the Contact Intelligence View.
1. From Setup, enter Contact Intelligence View in the Quick Find box, then Available in: Lightning
select Contact Intelligence View Setup. Experience
2. Turn on Contact Intelligence View. Available in: Professional,
3. Add the Intelligence View button to your Contact List View button layout. Enterprise, Performance,
4. To get the most out of Contact Intelligence View, turn on Einstein Activity Capture and Activity Editions
Metrics.
USER PERMISSIONS
To set up contacts:
• Modify Application
Enable Self-Service for Contacts and Person Accounts

To provide access to your Self-Service portal, enable Self-Service for a customer’s contact or person
EDITIONS
account record. A Self-Service user can view cases in the Self-Service portal only if they’re associated
with the user’s account record. Available in: Salesforce
User Permissions Needed orgs)
To enable Self-Service users: Edit Self-Service Users Available in: Professional,
Note: Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Editions
Existing orgs continue to have access to the Self-Service portal.
1. From the contact or person account detail page, click Enable Self-Service.
2. Verify the general information and locale settings, and enter any missing information. The customer’s Self-Service Username
defaults to the customer’s Email.
3. To enable the customer as a Self-Service super user, select the Super User checkbox. Super users can view case information,
add comments, and upload attachments for all cases that anyone in their company submits.
4. To email a Self-Service username and password to the customer, select Generate new password and notify user
immediately.
5. Click Save.
Display Contact Hierarchies

Give your sales team a key tool for planning their sales strategy by showing contacts in a hierarchy or org chart.
Set Up Contact Hierarchy in Lightning Experience

Show the contacts on an account within a hierarchy for sales reps using Lightning Experience. To show the information that’s most
useful to your sales teams, customize the hierarchy columns.
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Display Contacts in an Org Chart in Salesforce Classic

Show the contacts on an account within an org chart in Salesforce Classic.

Show the contacts on an account within a hierarchy for sales reps using Lightning Experience. To
EDITIONS
show the information that’s most useful to your sales teams, customize the hierarchy columns.
User Permissions Needed Experience
To view contact hierarchies: Read on contacts Available in: Essentials,
To create contact hierarchies: Edit on contacts
To add, edit or delete hierarchy columns: Modify All Data Unlimited, and Developer
Editions
Hierarchies show who reports to whom according to the Reports To field. If the Reports To field is
empty, the associated hierarchy or org chart shows only one person, regardless of how many contacts are assigned to the account.
1. Give your sales reps access to contact hierarchies from contact pages. In Setup, in the Salesforce Mobile and Lightning Experience
Actions section of your contact page layout, add the View Contact Hierarchy action.
The Actions menu includes the View Contact Hierarchy action unless you customized the contact page layout before Summer ’17.
Sales reps can expand or collapse parts of a hierarchy as they navigate it. They can view up to 2,000 contacts from each point where
they enter a hierarchy. To view contacts in a different part of the hierarchy, a sales rep can enter the hierarchy from a different contact.
Hovering over a contact’s name shows more details.
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2. You can edit the hierarchy columns to show the information that’s most useful to your sales reps.
a. From Setup, at the top of the page, select Object Manager.
b. In Contact, click Hierarchy Columns and then edit the columns.
You can include up to 15 columns.
By default, contact hierarchies display the same columns as the Recently Viewed Contacts standard list view. However, the list view
columns don’t change when you customize the hierarchy column.
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Note: After you customize hierarchy columns, the item Org_Contact_Hierarchy is added to the Contact list view menu. Deleting
this item resets the columns to the defaults.
SEE ALSO:
Considerations for Using Contact Hierarchy in Lightning Experience
Display Contacts in an Org Chart in Salesforce Classic

Show the contacts on an account within an org chart in Salesforce Classic.
EDITIONS
To view org chart: Read on contacts Classic (not available in all
orgs)
To change org chart: Edit on contacts
To add, edit or delete hierarchy columns: Modify All Data
Enter a contact in the Reports To field for every contact on an account except the one at the top of the org chart. If a contact’s Reports
To field is empty, the org chart shows only a single person, regardless of how many contacts are assigned to the account.
1. On the contact’s details page, in the Reports To field, enter the name of the contact’s manager. Save your change.
2. To view the contact within an org chart, on the contact’s details page, click View Org Chart.
Allow Users to Create Private Contacts

Private contacts are contacts that aren’t associated with an account. To give your users the ability
EDITIONS
to create private contacts, adjust your contact page layouts so the Account Name field isn’t
required. Available in: both Salesforce
To customize page layouts: Customize Application Available in: All Editions
To view page layouts: View Setup and Configuration
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Contacts that aren’t associated with an account are always private, regardless of your organization’s sharing model. Before allowing
private contacts, consider the downside: they're easy to forget because they're hidden from all users except their owner and your
Salesforce admin.
1. From the object management settings for contacts, go to Page Layouts.
2. Select the layout you want to edit.
3. Find the Account Name field on the layout and hover over it. Then, click the wrench icon to show the field properties.
4. Deselect the Required checkbox.
5. Confirm your changes.

Turn on Automatic Contact Creation and specify criteria for when contacts are created.
EDITIONS
If you haven’t already, enable Einstein Activity Capture.
1. From Setup, in the Quick Find box, enter autocreation, and then select Autocreation
Experience
Settings.
2. Turn on Automatic Contact Creation. Available in: Professional,
3. Set a threshold as to how many times a person is mentioned in email activity before a contact Unlimited, Einstein 1 Sales
is created automatically. This threshold also controls the contacts listed in the Contact Edition, and Developer
Suggestions tile on Seller Home. Editions with Sales Cloud
USER PERMISSIONS
To enable or disable
Automatic Contact Creation:
• View Setup and
Configurations
AND
To view the Autocreation

Settings setup page:
• View Setup and
Configurations
AND
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After a contact is created automatically, the ContactSource field on the contact record is set to Auto Create.
SEE ALSO:

People often work with more than one company. A business owner might own more than one
EDITIONS
company or a consultant might work on behalf of multiple organizations. Relate a single contact
to multiple accounts so you can easily track the relationships between people and businesses Available in: both Salesforce
without creating duplicate records. Classic (not available in all
When you use Contacts to Multiple Accounts, each contact still requires a primary account (the orgs) and Lightning
account in the Account Name field). The contact and its primary account have a direct Experience
relationship. But you can add other accounts to the contact. These secondary account-contact Available in: Contact
relationships are indirect. Manager, Group,
Contacts to Multiple Accounts works with person accounts. That means a person account can be Professional, Enterprise,
either a related contact on a business account or a related account on a contact. A person account Performance, Unlimited,
can also be related to another person account as either a related contact or related account. When and Developer Editions
you relate a person account to an account or contact, the relationship is always indirect. That’s
because person accounts don’t have primary accounts, so person accounts can’t be directly related
to business accounts. And person accounts can't be primary accounts for contacts, so person accounts can't be directly related to contacts.
When Contacts to Multiple Accounts is enabled, an Account Contact Relationship record is created for each contact with a primary
account, and for each person account.
Contacts to Multiple Accounts can't be enabled with the Metadata API.
279
Tip: We recommend turning on this feature outside of regular business hours to ease setup if your org has a large number of
contacts.
Example: John Smith is president of Acme Corporations, and Acme is the account on his contact record. But John is also involved
with the nonprofit media organization Greendot Media. By adding Greendot Media as a related account on John’s contact record,
you can track this other relationship. John is considered a direct contact to Acme because Acme is the account on his contact
record. And he’s considered an indirect contact to Greendot Media and any other accounts that he becomes related to. John also
appears on the Related Contacts related list for Greendot Media and any other accounts that he’s indirectly related to.
SEE ALSO:
Set Up Contacts to Multiple Accounts
Create and Edit Relationships Between Contacts and Accounts
Considerations for Relating a Contact to Multiple Accounts
Comparing Contacts to Multiple Accounts to Other Options

Allowing your users to relate a contact to multiple accounts makes it easier for them to track the
EDITIONS
relationships between the people and businesses they work with. However, if you’re already using
Account Contact Roles or a custom-built solution with a junction object, here’s a summary of how Contacts to Multiple
those solutions compare with Contacts to Multiple Accounts. Accounts is available in:
both Salesforce Classic and
Feature or Contacts to Account Contact Custom Junction Lightning Experience
Functionality Multiple Accounts Roles Object
Contacts to Multiple
Standard objects Accounts is available in:
Contact Manager, Group,
Custom fields
Custom layouts Performance, Unlimited,
Record types
Field history
280
Feature or Functionality Contacts to Multiple Account Contact Roles Custom Junction Object
Accounts
Validation rules
Workflow
Process builder
Flow
Triggers
Custom actions
API accessible
Single related list
Multiple relationship rows in

database
Applies to storage limits
Sharing and object permissions Derived from Account and Derived from Account Configured independently
Contact
Reporting Custom report types Standard report types Custom report types
Custom report types
User interface Salesforce Classic Salesforce Classic Salesforce Classic

Lightning Experience Salesforce app (However, Lightning Experience
Salesforce app records in the Contact Roles Salesforce app
related list are read only, and the
Role field isn’t available.)
SEE ALSO:
Considerations for Using Contact Roles
Create a Many-to-Many Object Relationship
281

Let your sales reps easily track the relationships between the customers and businesses they work
EDITIONS
with. Contacts to Multiple Accounts is quick to set up and allows reps to relate a single contact
record to multiple accounts. Available in: both Salesforce
Tip: Turn on this feature outside of regular business hours to ease setup if your Salesforce Classic (not available in all
orgs) and Lightning
org has a large number of contacts.
Experience
If you’re using Account Contact Roles or a custom-built solution with a junction object, review how
those solutions compare with Contacts to Multiple Accounts. Available in: Contact
Manager, Group,
To help you set up Contacts to Multiple Accounts, follow the steps in the demonstration video. Professional, Enterprise,
Watch a video Performance, Unlimited,
Enable Contacts to Multiple Accounts USER PERMISSIONS

1. From Setup, enter Account Settings in the Quick Find box, and then select Account
To enable Contact to
Settings.
Multiple Accounts:
Only users with the Customize Application permission can view or edit Account Settings. • Customize Application
2. Click Edit. To view page layouts:
• View Setup and
3. Select Allow users to relate a contact to multiple accounts and click Save.
Configuration
To edit page layouts:
4. When the Contacts to Multiple Accounts Settings section appears, review the default options and save your changes.
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To capture unique information about relationships – for example, the best time to call a contact – create custom fields on the Account
Contact Relationship object. Be sure to add any new fields you create to the Account Contact Relationship page layouts. To learn more
on how to create custom fields and page layouts, see Help.
Disable Roll Up of Activities to a Contact’s Primary Account

When the option to roll up activities to a contact’s primary account is enabled, activities associated with a contact are also shown on
the contact’s primary account. To avoid skewed data, deselect this option when you allow users to relate contacts to multiple accounts.
1. From Setup, enter Activity Settings in theQuick Find box, and then select Activity Settings.
2. Deselect Roll up activities to a contact’s primary account.
3. Click Submit.
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Add the Related Contacts Related List to the Account Page Layouts
1. From Setup, go to the Object Manager and select the Account object.
2. Select Page Layouts.
3. Click on a layout’s row, and select Edit, or click the name of the layout.
4. From the palette at the top of the enhanced page layout editor, select Related Lists.
5. Drag the Related Contacts related list onto the Related Lists section of the page layout.
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6. Add the Direct field to the Related Contacts related list.

a. Double-click the Related Contacts tab, or click .
A related list configuration window appears.
b. From the Available Fields column, select the Direct field and click Add.
c. Click OK.
7. Because the Related Contacts related list includes all direct contacts, you can remove the Contacts related list on your account page
layouts. To remove a related list, click the icon.
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Next, repeat these steps to add the Related Accounts related list to the contact page layouts your reps use. To easily see which account
is the contact’s primary account, add the Direct field to the Related Accounts related list. And, if you use person accounts, add the Related
Accounts related list and the Related Contacts related list to the person account page layouts your reps use.
SEE ALSO:
Create Custom Fields
Customize Page Layouts with the Enhanced Page Layout Editor
Customize Related Lists
Considerations for Disabling Roll Up of Activities to a Contact’s Primary Account
Validation Rules for Account Contact Relationships
Account Contact Relationship Fields

Contacts to Multiple Accounts lets you associate a single contact to multiple accounts through the
EDITIONS
Account Contact Relationship object. Your page layout and field-level security settings determine
which fields are visible and editable. Available in: both Salesforce
Field Description orgs) and Lightning
Experience
Account The name of the company the contact is related
to. Available in: Contact
Manager, Group,
Active Indicates whether the contact is actively
involved with the company. Performance, Unlimited,
Contact The name of the person that’s related to the and Developer Editions
account.
Direct Indicates whether the account associated with

the contact is the contact's primary account.
This read-only field is based on the Account
Name field on the contact record. For example,
on the Acme account record, the Related
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Field Description
Contacts related list automatically includes all contacts that have
Acme in the Account Name field and marks them as direct
contacts.
End Date The date a relationship between a contact and account ended.
Use with the Start Date field to keep a history of the
relationship.
Roles The contact’s participating role in the account; for example, Buyer,
Decision Maker, or Evaluator. You can select multiple roles for a
contact. Customize the roles in the picklist by editing the field.
This field is separate from the Role field on Account Contact Roles.
Start Date The date a relationship between a contact and account began.
Use with the End Date field to keep a history of the relationship.
SEE ALSO:
Create Custom Report Types for Account Contact Relationships

If you’ve enabled Contacts to Multiple Accounts, run reports that show the relationships between
EDITIONS
contacts and accounts. First, set up custom report types so that sales managers and other teammates
can create the reports they need. Available in: both Salesforce
1. Make sure you’re familiar with custom report types and the general steps for creating and Classic (not available in all
maintaining them. orgs) and Lightning
Experience
2. Create custom report types with the appropriate object relationships, and configure them as
necessary. Available in: Contact
Check out these examples of custom report types to get you started. Manager, Group,
Report type Lets A (Primary B C Make sure
teammates Object) you also
run reports
that show USER PERMISSIONS
Related All the Accounts Contact Add the
To create or update custom
Contacts contacts, Relationships Direct report types:
both direct and Full • Manage Custom Report
and indirect, Name fields Types
that are to the To delete custom report
related to Contact types:
accounts. Relationships • Modify All Data
page layout.
Related All the Contacts Account

Accounts accounts, Relationships
both direct
287
Report type Lets teammates A (Primary B C Make sure you

run reports that Object) also
show
and indirect, that
are related to
contacts.
Related Contacts All the contacts, Accounts Contact Activities

with or without both direct and Relationships
Activities indirect, that are
related to accounts,
and whether there’s
recent activity.
3. Deploy the report types you want to make available.

4. Let your sales teams know that they can create reports using these custom report types.
SEE ALSO:
Validation Rules for Account Contact Relationships

If your org uses Contacts to Multiple Accounts and you’ve created validation rules for the Account
EDITIONS
Contact Relationship object, you must bypass those validation rules in some cases.
When a contact with a related account is created, a direct Account Contact Relationship record is Available in: both Salesforce
also created. Similarly, when a contact gets a new primary account, the current direct Account Classic (not available in all
Contact Relationship record is modified. Validation rules for the Account Contact Relationship are orgs) and Lightning
run immediately after the contact is saved to the database. Experience
Because the Account Contact Relationship records are created behind the scenes and users can’t Available in: Contact
access the Account Contact Relationship fields when creating or editing a contact, validation rules Manager, Group,
can block the contact from being saved. Professional, Enterprise,
For example, the following Account Contact Relationship validation rule requires a value for the
Roles field.
ISNULL(Roles)
However, a user can’t access the Roles field on the Account Contact Relationship object when creating or editing the contact. Therefore,
the criteria in the validation rule can’t be met, and the contact can’t be saved.
To bypass the validation rule when a direct Account Contact Relationship is created, add the following syntax to your Account Contact
Relationship validation rule.
(NOT (ISNEW() && IsDirect)) && (NOT ISCHANGED(IsDirect))
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Now, the Account Contact Relationship validation rule states that the Roles field is required only if the Account Contact Relationship
isn’t a direct relationship.
(NOT (ISNEW() && IsDirect)) && (NOT ISCHANGED(IsDirect))
&&
ISNULL(Roles)
SEE ALSO:

To easily track the relationships between people and the businesses they work with, relate a single
EDITIONS
contact record to multiple account records.
Watch a Demo (English only) Available in: both Salesforce
1. From an account record, use the Related Contacts related list to create or manage relationships
orgs) and Lightning
between accounts and contacts or person accounts.
Experience
a. Create a relationship by clicking Add Relationship.
Available in: Contact
b. Edit an existing relationship by clicking View Rel (in Salesforce Classic) or View Relationship Manager, Group,
(in Lightning Experience). Then click Edit Relationship. Professional, Enterprise,
c. Remove an existing relationship by clicking Remove Relationship. The relationship is Performance, Unlimited,
deleted and can’t be restored from the Recycle Bin. and Developer Editions
2. Fill in the account-contact relationship information.

USER PERMISSIONS
Note: The Direct field indicates whether the account associated with the contact is
To create, edit, or delete
the contact's primary account. The field is read only because it’s a system-generated field
relationships between
based on the Account Name field on the contact. To remove a direct relationship account and contacts
between a contact and an account, change the contact’s primary account or delete the • Read on accounts and
contact. Person accounts always have indirect relationships to business accounts. Edit on contacts
3. Save your changes. To view relationships

between account and
To create and edit account and contact relationships from a contact or person account record, use contacts
the Related Accounts related list. • Read on accounts and
contacts
SEE ALSO:
Account Contact Relationship Fields
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Get familiar with tips, tricks, and potential pitfalls before you relate a contact to more than one
EDITIONS
account.
General Classic (not available in all
orgs) and Lightning
• Contacts to Multiple Accounts is enabled via Setup and not via the Metadata API. Experience
• The account in the Account Name field on a contact record is the contact’s primary account.
Available in: Contact
The relationship between the contact and its primary account is a direct relationship. All other
Manager, Group,
accounts that are related to the contact are indirect relationships.
• Disabling Contacts to Multiple Accounts deletes all indirect account-contact relationships. Performance, Unlimited,
Associations between a contact and its primary account remain. and Developer Editions
• To remove a direct relationship between a contact and an account, change the contact’s primary
account or delete the contact.
• Most features continue to reference a contact’s primary account. For example, duplicate management uses the primary account
when comparing records. For that reason, indirect account–contact relationships can’t be included in the matching criteria used to
find duplicate records.
• Indirect contacts aren’t available in reports run from an Account & Contact standard report type.
• You can import account–contact relationships with the Data Loader but not with the Data Import Wizard.
• In Lightning Experience and the Salesforce mobile app, the Add to Campaign action isn’t available on items in the Related Contacts
related list on account records. To see the full related list and access the Add to Campaign mass action, click View All.
• If the Require permission to view record names in lookup fields setting is enabled, users don’t see names of related accounts that
they don’t have access to in lookup fields. To show the data, give users read access to the record or the View All Lookup Record
Names permission. See Require Permission to View Record Names in Lookup Fields.
• You can create Experience Cloud site users from Contacts to Multiple Accounts. To grant access to their records, configure a sharing
set.
Account Contact Relationships

• All direct contacts appear in the account record’s Related Contacts related list. But it’s possible that your admin removed the Contacts
related list from your page layouts.
• When you have access to a particular account, the related contacts that you have Read access to appear in the Related Contacts
related lists. When you have access to a particular contact, all related accounts appear in the Related Accounts related list. You can
open the ones to which you have Read access.
• When creating indirect relationships between accounts and contacts, the contact must have a primary account—it can’t be a private
contact.
• You can’t create a contact from the Account Contact Relationship detail page.
• Changing a contact’s primary account can trigger a workflow rule that changes the primary account to something else. In that event,
Salesforce saves the relationship between the contact and the account you selected as an indirect relationship. Your admin controls
the settings for saving previous relationships.
• Some lists of most recently used items (such as a contact lookup field) only show direct relationships.
• When you remove indirect relationships, they’re deleted and can’t be restored from the Recycle Bin.
• If you delete a direct relationship, indirect relationships are removed. In this case, if the direct relationship is restored, the indirect
relationship is also restored.
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• When Contacts to Multiple Accounts is enabled, an Account Contact Relationship record is created for each contact with a primary
account, and for each person account.
Merging
• If you try to merge contacts that are indirectly related to the same account, an error message instructs you to remove the duplicate
relationship. The same is true when merging accounts that are indirectly related to the same contact. The error message includes
which account–contact relationships prevent the merge, regardless of whether you have access to the records. Without access to
a record, you can’t navigate to it.
• When merging person accounts, indirect relationships with accounts and indirect relationships with contacts are evaluated separately.
If you have conflicts with both, resolve the two errors separately.
Microsoft Integration
• When syncing contacts between Salesforce and Microsoft Outlook, only the primary account relationship is synced.
• If you remove the account name from a contact in Outlook, the contact can’t sync to Salesforce if the contact has relationships to
other accounts.
Admin Settings
• What happens when you attempt to delete an account that includes direct contacts related to other accounts depends on what
your admin has specified. You’re either blocked from deleting the account or allowed to delete the account. Deleting the account
also deletes the account’s direct contacts, regardless of whether they have relationships to other accounts.
• When you change a contact’s primary account, Salesforce either deletes the previous account, or saves it as an indirect relationship.
Your admin’s settings determine what happens to the previous account.
• Whether activities roll up to a contact’s parent account depends on what your admin specified in the activity settings.
Account Contact Relationship Object

• The following custom field types aren’t supported.
– Lookup relationship
– Master-detail relationship
– Roll-up summary
– Text area (long)
– Text area (rich)
• The following features and customizations aren’t supported.

– Field history
– Field sets
– Approvals
– Record types
– Field label renaming
• Custom actions are supported, but with limitations.

– Custom actions must be specific to the Account Contact Relationship object. Global actions aren’t supported.
– You can create actions that update records or invoke Lightning components or Visualforce pages. However, you can’t create
actions that create records.
291
– You can’t create actions that send emails or log calls because the Account Contact Relationship object can’t have activities related
to it.
– You can’t override the default actions on the Account Contact Relationship object.
– Only custom actions that are created on the Contact object can use the Account Contact Relationship object as a target object.
– Chatter standard actions aren’t supported because the Account Contact Relationship object doesn’t have a Chatter feed.
• Custom buttons are supported, but a custom button on a list view can’t have a Visualforce page as the content source.
SEE ALSO:
Require Permission to View Record Names in Lookup Fields
Create a Sharing Set
Contact Roles
Contact roles specify the part that each contact plays in an account, case, contract, or opportunity.
EDITIONS
When you use contact roles, your sales team always knows who to contact and when.
Set Up Contact Roles Classic and Lightning
When you use contact roles, your sales team always knows who to contact and when. Set up Experience
contact roles for each available object you want to use them with. You can define which roles Available in: All Editions
to use and how they appear to your sales reps.
Add and Manage Contact Roles
Specify the part that each contact or person account plays in your business process.
Contact Role Fields
Contact Roles define the role that a contact or person account plays in an account, case, contract, or opportunity. A contact role has
the following fields.
Set Up Contact Roles

When you use contact roles, your sales team always knows who to contact and when. Set up contact
EDITIONS
roles for each available object you want to use them with. You can define which roles to use and
how they appear to your sales reps. Available in: both Salesforce
Important: In Salesforce Classic, contact roles are available for accounts, opportunities, cases, Classic and Lightning
Experience
and contracts. In Lightning Experience, contact roles are available for opportunities, contracts,
and cases. Although contact roles work more or less the same for each available object, they Available in: All Editions
work independently. Therefore, you need to set them up and use them separately for each
object.
Before setting up contact roles for accounts, consider using Contacts to Multiple Accounts
instead.
1. From Setup, enter Contact Roles in the Quick Find box, then select the contact roles you want to set up.
2. Modify the picklist values as needed. You can even create new values and add color to the values whenever they appear in charts.
292
4. Add the Contact Roles related list to the appropriate page layout.
For example, if you’re creating contact roles for opportunities, add the Contact Roles related list to the opportunity page layouts that
your sales reps use.
SEE ALSO:

Specify the part that each contact or person account plays in your business process.
EDITIONS
Add and Manage Contact Roles in Lightning Experience Available in: both Salesforce
To specify the part that each contact plays in your business process, add contact roles to Classic and Lightning
opportunities or contracts. Experience
Add and Manage Contact Roles in Salesforce Classic Available in: All Editions
To specify the part that each contact plays in your business process, add contact roles to
accounts, cases, contracts, and opportunities.
Contact roles let you specify the part that a person plays in an account, case, contract, or opportunity. When you use contact roles,
you have more information about who to contact and when. Examples of contact roles include decision maker, business user, and
executive sponsor. There are some things to be aware of when using contact roles.
Add and Manage Contact Roles in Lightning Experience

To specify the part that each contact plays in your business process, add contact roles to opportunities
EDITIONS
or contracts.
Important: In Lightning Experience, contact roles are available for opportunities and contracts. Available in: Lightning
Although they work more or less the same for both objects, they work independently. Set Experience
them up and use them separately for each object. Available in: all editions
1. In the Contact Roles related list of an opportunity or contract, click Add Contact Roles.
2. Select the contacts to add. USER PERMISSIONS
• To add contacts to an opportunity, select the checkboxes next to the contacts you want to To add or edit contact roles:
add. All contacts for the account are populated in the list. • Edit on the object the
• To add contacts to a contract, use the lookup icon to choose a contact or person account. contact roles are on,
such as opportunities or
3. Select roles for the contacts. If you don’t select a role, the contact is still added to the Contact contracts
Roles related list and can be edited later. AND
4. Save your changes. It can take up to 30 minutes before the new contact role appears in the Read on contacts
Contact Roles related list.
To view contact roles:
For example, at AW Computing, Mary Smith evaluates all proposals and then forwards them to
• Read on the object the
Tom Jones for a final decision. In the opportunity record for AW Computing, you designate Mary contact roles are on,
Smith as the Evaluator and Tom Jones as the Decision Maker. Now you know who to contact first! such as opportunities or
contracts
293
Note: Keep the record’s contact roles up-to-date by editing and deleting them as needed.
SEE ALSO:
Contact Role Fields
Add and Manage Contact Roles in Salesforce Classic

To specify the part that each contact plays in your business process, add contact roles to accounts,
EDITIONS
cases, contracts, and opportunities.
Important: In Salesforce Classic, contact roles are available for accounts, opportunities, cases, Available in: Salesforce
and contracts. In Lightning Experience, contact roles are available for opportunities, contracts, Classic
and cases. Although contact roles work more or less the same for each available object, they Available in: all editions
object.
USER PERMISSIONS
1. In a record’s Contact Roles related list, click New.
• To add contacts to an opportunity, select a role for each contact in the list you wish to add. To add or edit contact roles:
• Edit on the object the
• To add contacts to an account, contract or case, use the lookup icon to choose a contact contact roles are on,
or person account. Select a role for the contact. such as accounts, cases,
contracts, or
2. Optionally, designate a primary contact for the record. Cases don’t have this option. opportunities
3. Save your changes. It can take up to 30 minutes before the new contact role appears in the AND
Contact Roles related list. Read on contacts
For example, at AW Computing, Mary Smith evaluates all proposals and then forwards them to
To view contact roles:
Tom Jones for a final decision. In the opportunity record for AW Computing, you designate Mary
• Read on the object the
Smith as the Evaluator and Tom Jones as the Decision Maker. Now you know who to contact first!
contact roles are on,
Note: Keep the record’s contact roles up-to-date by editing and deleting them as needed. such as accounts, cases,
contracts, or
opportunities
SEE ALSO:
Contact Role Fields
294

Contact roles let you specify the part that a person plays in an account, case, contract, or opportunity.
EDITIONS
When you use contact roles, you have more information about who to contact and when. Examples
of contact roles include decision maker, business user, and executive sponsor. There are some things Available in: both Salesforce
to be aware of when using contact roles. Classic (not available in all
orgs) and Lightning
Important: In Salesforce Classic, contact roles are available for accounts, opportunities, cases,
Experience
and contracts. In Lightning Experience, contact roles are available for opportunities, contracts,
and cases. Although contact roles work more or less the same for each available object, they Available in: all editions
object.
• To view the contact records that are listed in the Contact Roles related lists, you must have the proper user permissions and sharing
access to those records.
• When contacts are merged, contact roles on non-master contacts lose their status as the primary contact.
• When you add contact roles to opportunities, you can save up to 200 contacts at a time. All contacts that are associated with the
record’s account are prepopulated. You can also search for other contacts that are not associated with the record’s account.
• A single contact or person account can have a different contact role on different records.
• Adding person accounts to contact roles on accounts is available but not recommended. Instead, use the Partners related list to
associate person accounts to other accounts.
• When you create an opportunity from a contact detail page, that contact becomes the primary contact on the opportunity. However,
a contact role isn’t automatically assigned.
• On case contact roles, the Primary option isn’t available. The primary contact on a case is always the contact listed under
Contact Name in the Case Detail section.
Contact Role Fields

Contact Roles define the role that a contact or person account plays in an account, case, contract,
EDITIONS
or opportunity. A contact role has the following fields.
Field Description Classic and Lightning
Contact The name of the contact or person account. Experience
Select an existing contact or create a new one. Available in: All Editions
Primary When selected, identifies the person as the
primary contact for the record.
The Primary option isn’t available for cases.
Instead, the contact listed in the Contact
Name field on the case record is automatically
the primary contact.
Role The role of the contact for the record. Your

administrator can customize the selections for
this picklist.
SEE ALSO:
Contact Roles
295

Opportunity contact roles specify the part that each contact plays in a deal. When you use and
EDITIONS
customize opportunity contact roles, your sales team knows who to contact and when.
Note: This information applies to opportunity contact roles, a type of contact role. Available in: both Salesforce
Experience
Set Up and Customize Opportunity Contact Roles
Opportunity contact roles let your sales team know who to contact and when for each deal. In
Lightning Experience, you can give your sales reps even more insight into their opportunity
contacts by customizing the opportunity contact role object.
Add and Manage Opportunity Contact Roles
To specify the part that each contact plays in a deal, add contact roles to your opportunities. For example, at AW Computing, Mary
Smith evaluates all proposals and then forwards them to Tom Jones for a final decision. In the opportunity record for AW Computing,
you designate Mary Smith as the Evaluator and Tom Jones as the Decision Maker. Now you know who to contact first!
Guidelines for Using Opportunity Contact Roles
Before you use opportunity contact roles, make sure that you’re aware of some important considerations.
Opportunity Contact Role Fields
Opportunity Contact Roles define the role that a contact or person account plays in a deal. An opportunity contact role has the
following fields. Depending on your page layout and field-level security settings, some fields may not be visible or editable.
Set Up and Customize Opportunity Contact Roles

EDITIONS
Lightning Experience, you can give your sales reps even more insight into their opportunity contacts
by customizing the opportunity contact role object. Available in: Salesforce
Note: This information applies to opportunity contact roles, a type of contact role. Classic and Lightning
Experience

Set Up and Customize Opportunity Contact Roles in Lightning Experience
Lightning Experience, you can give your sales reps even more insight into their opportunity contacts by customizing the opportunity
contact role object. Create custom fields and buttons, and determine how page layouts appear to your sales reps. Use triggers and
validation rules to tailor the opportunity contact role to your company’s requirements.
Considerations for Customizing Opportunity Contact Roles
Review considerations for customizing opportunity contact roles in Lightning Experience, and understand differences from Salesforce
Classic.
Set Up Opportunity Contact Roles in Salesforce Classic
Opportunity contact roles let your sales team know who to contact and when for each deal.
296
Set Up and Customize Opportunity Contact Roles in Lightning Experience

EDITIONS
Lightning Experience, you can give your sales reps even more insight into their opportunity contacts
by customizing the opportunity contact role object. Create custom fields and buttons, and determine Available in: Lightning
how page layouts appear to your sales reps. Use triggers and validation rules to tailor the opportunity Experience
contact role to your company’s requirements.
Note: This information applies to opportunity contact roles, a type of contact role.
1. From Setup, open the Object Manager, and click Opportunity Contact Role. Go to the section USER PERMISSIONS
you want to set up or customize.
To set up and configure
2. Create custom fields, buttons and links, and compose your page layouts. You can create a opportunity contact roles:
maximum of 100 custom fields. • Customize Application
3. Determine validation rules and set up triggers.
Note: When you make customizations in Lightning Experience, your users will not see them in the Contact Roles related list on
an opportunity in Salesforce Classic. In Salesforce Classic, the Add and Edit pages show only the contact, role and primary contact
on the opportunity.
Considerations for Customizing Opportunity Contact Roles

Review considerations for customizing opportunity contact roles in Lightning Experience, and
EDITIONS
understand differences from Salesforce Classic.
Note: This information applies to opportunity contact roles, a type of contact roles. Available in: Lightning
Experience
Lightning Experience
• You can create a maximum of 100 custom fields for an opportunity contact role.
• When you make customizations in Lightning Experience, your users don’t see them in the
USER PERMISSIONS
Contact Roles related list on an opportunity in Salesforce Classic.
• Custom fields, buttons, and page layouts, along with validation rules and Apex triggers, are To set up and configure
only available in Lightning Experience. opportunity contact roles:
• When you remove the Primary field from the opportunity contact role page layout, the (
) icon no longer appears next to the primary contact.

Salesforce Classic
• You can add and edit opportunity contact role picklist values in Setup. Customization options such as custom fields, buttons, and
page layouts, along with validation rules and Apex triggers, are not available in Salesforce Classic.
• The Add and Edit pages show only the contact, role, and primary contact for the opportunity.
297
Set Up Opportunity Contact Roles in Salesforce Classic

Opportunity contact roles let your sales team know who to contact and when for each deal.
EDITIONS
Note: This information applies to opportunity contact roles, a type of contact role.
1. From Setup, in the object management settings for contact roles on opportunities, select the Classic
contact roles you want.
2. Modify the picklist values.
3. Create values and add color to the values whenever they appear in charts as needed. USER PERMISSIONS
To set up and configure
Note: In Salesforce Classic, you can only add and edit contact role values in the picklist. opportunity contact roles:
Customization options such as custom fields, buttons, and page layouts, along with validation • Customize Application
rules and Apex triggers, are only available in Lightning Experience.
Add and Manage Opportunity Contact Roles

To specify the part that each contact plays in a deal, add contact roles to your opportunities. For
EDITIONS
example, at AW Computing, Mary Smith evaluates all proposals and then forwards them to Tom
Jones for a final decision. In the opportunity record for AW Computing, you designate Mary Smith Available in: both Salesforce
as the Evaluator and Tom Jones as the Decision Maker. Now you know who to contact first! Classic and Lightning
Experience
Note: This information applies to opportunity contact roles, a type of contact roles.
1. In the Contact Roles related list on an opportunity, click New or Add Contact Roles.
2. Select a role for each contact you want to add. All contacts for the account are prepopulated
in the list. If you don’t select a role, the contact is still added to the Contact Roles related list in
USER PERMISSIONS
the opportunity and can be edited later. To add or edit opportunity
3. Optionally, designate a primary contact for the opportunity. contact roles:
• Edit on opportunities
AND
Note: You can save up to 200 opportunity contact roles at a time. Read on contacts
5. Keep the record’s opportunity contact roles up-to-date by editing and deleting them as needed. To view opportunity contact
roles:
• Read on opportunities
and contacts
298
Guidelines for Using Opportunity Contact Roles

Before you use opportunity contact roles, make sure that you’re aware of some important
EDITIONS
considerations.
Note: This information applies to opportunity contact roles, a subset of contact roles. Available in: both Salesforce
• To add and edit opportunity contact roles, users must have read access to the Account Name Experience
field on the Contact object.
• To view the contact records in the Opportunity Contact Role related list, you must have the
proper user permissions and sharing access to those records.
USER PERMISSIONS
• A single contact or person account can have a different opportunity contact role on multiple
records. To add or edit opportunity
• In Salesforce Classic, if a contact has multiple opportunity contact roles on one opportunity, contact roles:
the Opportunities related list on the Contact record shows duplicates. In Lightning Experience, • Edit on opportunities
the related list doesn’t show duplicates. AND
• When contacts are merged, opportunity contact roles on non-master contacts lose their status Read on contacts
as the primary contact.
To view opportunity contact
• If you have an opportunity with the same opportunity contact roles for multiple contacts, and roles:
the contacts are merged, the opportunity contact roles aren’t merged. After the contacts merge, • Read on opportunities
the original opportunity contact role records still exist. The opportunity contact roles have the and contacts
same contact, opportunity, and role. For example, let’s say your opportunity had three Decision
Maker opportunity contact roles, but each one was a different contact. The three contacts
merged into one contact, but your opportunity still has the same three contacts with the same opportunity contact roles.
• When you delete and later undelete an opportunity or contact, the opportunity contact role is also undeleted. Opportunity contact
roles can’t be undeleted independently.
• When an opportunity or contact is undeleted, the related opportunity contact roles don’t keep their primary status.
• Inserting and updating multiple opportunity contact roles at one time works differently in Salesforce Classic and Lightning Experience.
– In Salesforce Classic, each record is inserted or updated individually. If you use triggers that execute when you insert or delete
multiple opportunity contact roles, a separate trigger executes for each record.
– In Lightning Experience, all of the records are inserted or updated together. If your triggers execute when you insert or update
multiple contact roles, one trigger executes for all of the records in a bulk transaction.
• When you create multiple opportunity contact roles by inserting multiple opportunities with the ContactId field populated, Salesforce
creates each contact role in an individual transaction. A separate trigger executes for each contact role record.
Opportunity Contact Role Fields

Opportunity Contact Roles define the role that a contact or person account plays in a deal. An
EDITIONS
opportunity contact role has the following fields. Depending on your page layout and field-level
security settings, some fields may not be visible or editable. Available in: both Salesforce
Note: This information applies to opportunity contact roles, a type of contact roles. Classic and Lightning
Experience
Field Description Available in: All Editions
Contact The name of the contact or person account.
299
Field Description
Opportunity The opportunity that’s associated with the opportunity contact
role.
Primary When selected, Primary identifies the person as the primary

contact for the opportunity.
Role The role of the contact for the record. Your Salesforce admin can
customize the selections for this picklist.
Things to Know About Contacts

Review additional considerations for contacts.

Consider key points before changing the account that’s associated with a contact.
Keep these considerations in mind when you create contact hierarchies.
Contacts: What’s Different or Not Available in the Salesforce Mobile App
Contact Fields
Your page layout and field-level security settings determine which contact fields are visible and editable.

Consider key points before changing the account that’s associated with a contact.
EDITIONS
Note: If the contact has a parent account, and the organization-wide default is Controlled
by Parent, Edit access on the account is required to edit the contact. Available in: both Salesforce
• If any of the following are true, you can change the account that’s associated with a contact. Experience
– You have access to the contact, and you’re the owner of the target account or the manager
of the owner in the role hierarchy.
– You’re the owner of the contact, or you have access to the contact, and you have access
to the target account.
– You’re an admin.
If you don’t meet any of these conditions, contact your admin to change the associated account.
• If you change the Account Name field:

– Cases and opportunities that are associated with the contact remain associated with the previous account and don’t roll up to
the new account.
– New cases and opportunities that are created for the contact are associated with the new account.
• If the contact’s associated account is enabled for Experience Cloud sites, to change the account to an account that’s not yet enabled
for Experience Cloud sites, you must have either the Manage External Users or Manage Users permission. To change the contact’s
300
associated account to an account that’s already enabled for Experience Cloud sites, you must have either the Manage External Users,
Manage Users, or Manage Roles permission.
SEE ALSO:
Contacts
Share Contacts

Keep these considerations in mind when you create contact hierarchies.
EDITIONS
To view contacts: Read on contacts Experience

Display of Contacts Unlimited, and Developer
The Contact Hierarchy page displays up to 2,000 contacts in Lightning Experience. (To view Editions
contacts in a different part of the hierarchy, enter the hierarchy from a different contact.) The
hierarchy doesn’t display details of contacts you don’t have permission to view.
If the current displayed record exists in the middle of the hierarchy (for example, the parent record has 500 children and the current
record is child #250), then the parent record isn’t visible when the Account Hierarchy page first appears. To see results further up in
the hierarchy, scroll up.
Person Accounts Not Supported
Person accounts aren’t supported for the Reports To field or the View Contact Hierarchy action.
SEE ALSO:
Contacts: What’s Different or Not Available in the Salesforce Mobile App

• Contacts to Multiple Accounts:
– Only the list item actions that are specific to the Account Contact Relationship object are available on the Related Accounts and
Related Contacts related lists. Therefore, you see actions to view or remove the account-contact relationship, but not to edit or
delete the contact or account record.
– From the Related Contacts related list, you can navigate to a contact record, but not an account record.
• You can’t view the contact hierarchy.

• Activity logs aren’t created when you use the icon to send emails.
• The Request Update, Manage External User, and Enable Customer User buttons aren’t available.
• You can’t add a contact to a campaign.
• You can’t merge contacts.
• You can’t use the Salesforce mobile app to edit or delete a person account in a contact list view or related list. To edit or delete a
person account on a mobile device, navigate to the person account record.
301
Contact Fields
Your page layout and field-level security settings determine which contact fields are visible and editable.
Field Description
Account Name The account that the contact is linked to. Enter the account name,
select the account from a list, or create an account. Private contacts
don’t have an account.
Allow Customer Portal Self-Registration If you allow access to a customer portal, when selected, allows
contacts to self-register for it.
Assistant The contact’s assistant. Maximum 40 characters.
Asst. Phone The assistant’s phone number. Maximum 40 characters.
Birthdate The contact’s birthday. Click the field, and then choose a date from
the calendar.
Contact Currency The default currency for all currency amount fields in the contact.
Amounts are displayed in the contact currency and converted to
the user’s personal currency. Available when multiple currencies
are used.
Contact Division The division that the contact belongs to. This value is inherited
from the related account.
Available when divisions are used to segment data.
Contact Owner The contact’s assigned owner. Not available in Personal Edition.
Contact Record Type The name of the field that determines what picklist values are
available for the record. Available in Professional, Enterprise,
Unlimited, Performance, and Developer Editions.
Created By The user who created the contact. Includes creation date and time.
Read only.
Custom Links A list of custom links for contacts, as set up by your administrator.
Department The associated business or organizational unit. Maximum 80

characters.
Description The contact’s description. Maximum 32 KB of data. The first 255

characters appear in reports.
302
Field Description
Email The contact’s email address. A valid email address is required.
Click the email address in this field to send an email using your
personal email application. This action isn’t logged as an activity
on the contact record.
If the Gmail Buttons and Links feature is enabled, click the Gmail
link next to the field to send an email from your Gmail account.
Email Opt Out Whether the contact wants to receive email (false) or not
(true).
Engagement History A chart showing the contact's inbound and outbound

engagements for the last 30 days. Available with Sales Engagement.
Fax The contact’s fax number. Maximum 40 characters.
First Name The contact’s first name, as displayed on the contact edit page.
First Name (Local) The contact’s first name, translated into the local language.
Gender Identity The contact's personal and self-identified experience of their

gender, which may or may not correspond to the contact's
designated sex at birth.
Home Phone The contact’s home phone number. Maximum 40 characters.
Last Modified By The user who last changed the contact fields, including
modification date and time. This field doesn’t track changes that
were made to any of the related list items on the contact. Read
only.
Last Name The contact’s last name as displayed on the contact edit page.
Last Name (Local) The contact’s last name, translated into the local language.
Lead Source The record source: for example, Advertisement, Partner, or Web.
The entry is selected from a picklist of available values, which the
administrator sets. Maximum 40 characters for each picklist value.
Mailing City The city in the mailing address. Maximum 40 characters.
Mailing Country The country in the mailing address. Maximum 80 characters.
Mailing State/Province The state or province in the mailing address. Maximum 80

characters.
Mailing Street The street in the mailing address. Maximum 255 characters.
Mailing Zip/Postal Code The zip or postal code in the mailing address. Maximum 20
characters.
303
Field Description
Middle Name The contact’s middle name, as displayed on the contact edit page.
To enable this field, contact Salesforce Customer Support. Next,
from Setup, enter User Interface in the Quick Find
box, then select User Interface. Then select Enable Middle
Names for Person Names.
Middle Name (Local) The contact’s middle name, translated into the local language.
Mobile The contact’s mobile phone number. Maximum 40 characters. The

API field name on the Contact object is MobilePhone.
Name The contact’s combined first name, middle name, last name, and
suffix, as displayed on the contact detail page.
Other City The city in another address for the contact. Maximum 40 characters.
Other Country The country in another address for the contact. The entry is selected
from a picklist of standard values or entered as text. If the field is a
text field, maximum 80 characters.
Other State/Province The state or province in another address for the contact. The entry
is selected from a picklist of standard values or entered as text. If
the field is a text field, maximum 80 characters.
Other Street The street address in another address for the contact. Maximum
255 characters.
Other Zip/Postal Code The zip or postal code in another address for the contact. Maximum
20 characters.
Other Phone Another phone number for the contact. Maximum 40 characters.
Phone The contact’s primary phone number. Maximum 40 characters. On

the Contact object, the API label for this field is Business
Phone.
Pronouns The contact’s personal pronouns, reflecting their gender identity.

Reports To The name of the contact’s manager. Enter a contact name, or select
a contact from the list.
Salutation The title for addressing the contact, for example, Mr., Ms., or Dr.
304
Sales Cloud Basics Showing Customers and Prospects on a Map
Field Description
Suffix The suffix in the contact’s name, as displayed on the contact edit
page. Maximum 40 characters.
Title The contact’s position within the organization. Maximum 128

characters.
Total Cadences The number of Sales Engagement cadences the contact is assigned
to. This field is only available in list views.
Username For Self-Service contacts only. The Username defaults to the

Email. Contacts enter their usernames when logging in to the
Self-Service portal.
Note: Starting with Spring ’12, the Self-Service portal isn’t

available for new Salesforce orgs. Existing orgs continue to
have access to the Self-Service portal.
SEE ALSO:
Considerations for Creating Contacts

Let your reps identify customers and prospects on a map. That way, your reps can better plan their
EDITIONS
routes with fewer miles and set up appointments with fewer gaps in their schedules using Salesforce
Maps Lite. Available in: Lightning
Experience
Before You Turn On Salesforce Maps Lite
Available in: Eligible
Anticipate the behaviors and outcomes that your sales reps experience when you turn on Performance and Unlimited
Salesforce Maps Lite. Editions with Sales Cloud,
Visualize Customers and Prospects on a Map Service Cloud, Industry
Keep reps focused on meeting and exceeding sales targets as they plan for in-person and virtual Clouds, and Government
Cloud Plus. Not available for
visits with accounts, contacts, and leads in key geographic areas with Salesforce Maps Lite.
customers complying with
Identifying customers and prospects on a map helps your reps better plan their routes with
Hyperforce European Union
fewer miles and set up appointments with fewer gaps in their schedules.
Operating Zone data
Resolve Latitude and Longitude Discrepancies residency requirements. For
Unblock your reps so that they can plan for in-person and virtual visits when they identify eligibility requirements,
accounts, contacts, and leads on a map using Salesforce Maps Lite. If your reps can’t plot records, contact your account
or the records appear in the wrong locations, you can help resolve any geographical location executive.
issues.
305
Sales Cloud Basics Before You Turn On Salesforce Maps Lite
Before You Turn On Salesforce Maps Lite

Anticipate the behaviors and outcomes that your sales reps experience when you turn on Salesforce
EDITIONS
Maps Lite.
Your Reps’ Goal What to Expect from Salesforce Maps Lite Experience
Plot records on the It determines record locations using coordinates in latitude and longitude Available in: Eligible
map fields. Those fields differ depending on the kinds of records that your reps Performance and Unlimited
plot. Specifically: Editions with Sales Cloud,
• Accounts require Billing Latitude and Billing Longitude fields. Service Cloud, Industry
Clouds, and Government
• Contacts require Mailing Latitude and Mailing Longitude fields. Cloud Plus. Not available for
• Leads require Latitude and Longitude fields. customers complying with
That way, the map can: Hyperforce European Union
Operating Zone data
• Show up to 50 records at a time, providing they include accurate residency requirements. For
addresses. eligibility requirements,
• Include pagination that lets reps access other records in batches of 50 contact your account
or fewer. executive.
But for your reps to plot records without latitude and longitude coordinates,
Salesforce Maps Lite generates coordinates for them. Generated coordinates
last for just that session in Salesforce Maps Lite.
Work with records It includes a list of the records that correspond with the record markers that
in bulk appear on the map. The list:
• Shows up to 50 records simultaneously.
• Provides up to 15 fields for each record based on the fields that appear
in the object’s list views.
• Lets reps locate a specific record marker on the map when they select
its corresponding record from the list.
• Indicates which records don’t appear on the map because they require
address corrections.
Perform actions on It includes functions directly in record markers on the map. When your reps
individual records select record markers:
• The same fields appear as the ones in the list of records.
• Clustered with other nearby markers relative to their zoomed view, reps
can navigate them using pagination functions or show the cluster of
records in a list.
306
Sales Cloud Basics Visualize Customers and Prospects on a Map
Visualize Customers and Prospects on a Map

Keep reps focused on meeting and exceeding sales targets as they plan for in-person and virtual
EDITIONS
visits with accounts, contacts, and leads in key geographic areas with Salesforce Maps Lite. Identifying
customers and prospects on a map helps your reps better plan their routes with fewer miles and Available in: Lightning
set up appointments with fewer gaps in their schedules. Experience
1. From Setup, in the Quick Find box, enter Maps and Location Settings, and then
select Maps and Location Settings. Performance and Unlimited
2. Click Edit. Editions with Sales Cloud,
Service Cloud, Industry
3. Select the option that enables Maps Lite.
Clouds, and Government
Cloud Plus. Not available for
Hyperforce European Union
Operating Zone data
residency requirements. For
eligibility requirements,
contact your account
executive.
USER PERMISSIONS
To turn on Salesforce Maps

Lite:
Your sales reps can then plot up to 50 accounts, contacts, or leads simultaneously on the map from the Maps Lite tab.
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Sales Cloud Basics Resolve Latitude and Longitude Discrepancies
Resolve Latitude and Longitude Discrepancies

Unblock your reps so that they can plan for in-person and virtual visits when they identify accounts,
EDITIONS
contacts, and leads on a map using Salesforce Maps Lite. If your reps can’t plot records, or the
records appear in the wrong locations, you can help resolve any geographical location issues. Available in: Lightning
1. Confirm whether you have these data integration rules activated: Geocodes for Account Billing Experience
Address, Geocodes for Contact Mailing Address, and Geocodes for Lead Address.
See Activate the Data Integration Rule for a Data Service. Performance and Unlimited
If you don’t have data integration rules activated, skip to Step 4. Editions with Sales Cloud,
Service Cloud, Industry
2. Verify the addition of latitude and longitude coordinates in Salesforce records. Clouds, and Government
See Use Lightning Experience and the API to Verify That Geocodes Were Added. Cloud Plus. Not available for
3. If you verified the addition of latitude and longitude coordinates in those records, identify and Hyperforce European Union
resolve any discrepancies. Operating Zone data
See Factors That Affect Match Rates. residency requirements. For
eligibility requirements,
4. If you don’t have data integration rules activated, but you have latitude and longitude coordinates contact your account
in Salesforce records, update the coordinates manually in those records. Or remove the executive.
coordinates altogether so that Salesforce Maps Lite generates them.
Generated coordinates last for just the session in Salesforce Maps Lite and don’t populate USER PERMISSIONS
location fields in Salesforce records.
To turn on Salesforce Maps
If you don’t have data integration rules activated, and you don’t have latitude and longitude Lite:
coordinates in Salesforce records, Salesforce Maps Lite generates them. Generated coordinates last • Customize Application
for just the session in Salesforce Maps Lite and don’t populate location fields in Salesforce records.
You can investigate any location issues related to generated coordinates using these resources.
See Troubleshooting Expectations when Using Salesforce Maps for Address Geocoding and Salesforce Maps Geocoding FAQ.
SEE ALSO:
Manage a Sales Team

Forecast sales based on your opportunity pipeline, set up sales territories, and organize reps into selling teams. Split revenue and credit
for deals even if you use multiple currencies. Use Path and WDC to help reps follow your business process and increase performance.
Revenue Intelligence
Revenue Intelligence is a data-driven sales solution that unites CRM Analytics dashboards and analytics with an easy-to-visualize
pipeline progress flow chart in Pipeline Inspection, and more.
Pipeline Inspection
Pipeline Inspection gives sales teams a consolidated view of pipeline metrics, opportunities, week-to-week changes, AI-driven
insights, close date predictions, and activity information. With this intelligence, sales teams can focus on the most important
opportunities and forecast revenue more accurately.
Collaborative Forecasts
Forecast sales from your opportunity pipeline.
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Sales Cloud Basics Revenue Intelligence
Sales Territories
Manage and maintain your company’s sales territories. Create territory types, build a model, and then add and test your account
assignment rules. When you’re satisfied with your model, activate it, then assign accounts, leads, and users. Roll out your model to
your team, and then run reports to assess its impact and make adjustments as needed.
Opportunity Teams and Opportunity Splits
Create opportunity teams to make it easier to collaborate and track progress on deals. Use opportunity splits and opportunity product
splits to share revenue from a Closed Won opportunity among team members.
Manage Multiple Currencies
Your organization can set up the ability to use multiple currencies in opportunities, forecasts, quotes, reports, and other data.
Guide Users with Path
Boost productivity and help reps gather complete data. Create paths to guide your users through steps of a business process, such
as working an opportunity from a fresh lead to a successfully closed deal. At each step of a path, you can highlight key fields and
include customized guidance for success.
Build a Culture of Recognition with WDC
WDC is a suite of tools that help reps, managers, and teams enter and endorse skills, and give thanks. These activities build a culture
of recognition.
Revenue Intelligence is a data-driven sales solution that unites CRM Analytics dashboards and analytics with an easy-to-visualize pipeline
progress flow chart in Pipeline Inspection, and more.
Revenue Intelligence includes Einstein Forecasting, Einstein Activity Capture, CRM Analytics, and other AI, forecasting, and customer
engagement features packed with customer data to help sales teams win deals with confidence.
Revenue Intelligence includes the following apps:
• Revenue Insights
• Einstein Account Management
Available in: Lightning Experience
Available with Sales Cloud and Government Cloud Plus for an additional cost in: Enterprise, Performance, and Unlimited Editions
Set Up Revenue Intelligence

Give your sales teams access to Revenue Insights sales performance dashboards and analytics. Make sure to enable other relevant
features to get the most out of Revenue Intelligence.
Revenue Insights
Use Revenue Insights to help sales teams gain performance insights to build stronger pipelines, improve forecast accuracy, and
generate more revenue.
Einstein Account Management
Einstein Account Management provides dashboards and Einstein Discovery models to help you see which of your accounts has
potential for growth and which of your accounts need attention.
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Set Up Revenue Intelligence

Give your sales teams access to Revenue Insights sales performance dashboards and analytics. Make sure to enable other relevant features
to get the most out of Revenue Intelligence.
Considerations for Setting up Revenue Insights

When you set up Revenue Insights, you must have certain settings configured in your org, and you must have certain objects to
populate the dashboards correctly.
Revenue Insights Assets
When you set up Revenue Insights, specific assets are included. To modify dashboards, you can modify these assets. It’s a good idea
to understand the datasets and recipes that are used to populate your dashboards.
Enable and Configure Revenue Insights
Set up and configure Revenue Insights so that your sales teams can access performance dashboards and analytics.
Revenue Insights Post Installation Steps
To see your data in the dashboards after you install Revenue Insights, you must schedule your app to refresh. You can add Revenue
Insights to your navigation bar or edit your permission settings depending on configuration settings. Lastly, you can add additional
filters to your panels.
Monitor, Update, and Delete Revenue Insights Apps
Use the app management tab to monitor the status of install requests, view logs to troubleshoot install issues, track app usage
statistics, and update and delete apps.
Troubleshoot Revenue Insights Enablement
When enabling Revenue Insights, a few common errors can occur. You may not have configured data sync, you may have the wrong
objects or custom objects. You may have Org configurations that are incompatible with the requirements of the app. The following
sections can help you troubleshoot these common issues.
Select Who Can Use Revenue Intelligence
The Revenue Intelligence permission sets have all the permissions to get your sales team started using Revenue Insights dashboards
and analytics. The Revenue Intelligence permission sets also give users access to the Pipeline Inspection Flow Chart. Assign the
Revenue Intelligence permission sets to your users.
Enable More Features for Revenue Intelligence
Get the most out of Revenue Intelligence by enabling optional features that give your users more data and insights.
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Considerations for Setting up Revenue Insights

When you set up Revenue Insights, you must have certain settings configured in your org, and you
EDITIONS
must have certain objects to populate the dashboards correctly.
Note: The Analytics Apps and Template functionality included as a part of CRM Analytics is Available in: Lightning
available in English only. Experience

Requirements to Install Revenue Insights and Government Cloud Plus
for an additional cost in:
• Enable data sync or direct data. Enterprise, Performance,
• Your org needs at least one record of each of these objects: Account, Opportunity, User, UserRole, and Unlimited Editions
Task, and Events.
• Role hierarchy must be set up with at least two layers. For example, you have one Sales Manager
and one Sales Rep.
Note: Even if you use Territory hierarchy, you must have set up a role hierarchy.
Requirements to Include Forecast Data

Forecast data comes from Collaborative Forecasts, a feature of Sales Cloud. When you set up Collaborative Forecasts, you create and
activate a forecast type.
• You must have an active forecast type that matches one of the following:
OBJECT MEASURE* DATA TYPE HIERARCHY

Opportunity Currency CloseDate (standard) Role hierarchy
Opportunity Splits Currency CloseDate (standard) Role hierarchy
Opportunity Currency CloseDate (standard) Territory hierarchy
Note: *Revenue Insights supports the standard Amount field or a custom field of type Currency.
• For a role hierarchy-based forecast, go to Setup > Forecast Hierarchy and assign forecast managers to at least two layers.
• For a territory hierarchy-based forecast, go to Setup > Sales > Territories > Territory Models and assign forecast managers to at
least two layers.
• Go to Forecasts > Quota and load at least one quota value for your forecast type.
• If your forecast type is based on the Opportunity Splits object, you must have at least one Opportunity Split record.
• The measure you use in your forecast type must have historical trending enabled on the opportunity object. If you use an opportunity
split, ensure that the associated roll-up field on the opportunity object is trended.
Requirements to Include Forecast and Quota Data

Quota data comes from Collaborative Forecasts, a feature of Sales Cloud. Or, you can upload quota data from a CSV file, which allows
you to use quota data stored outside of Salesforce. If you use Collaborative Forecasts, see the notes in Requirements to Add Forecast
Data. To use a CSV file: Create a CSV file with your quota data and save it. Then, navigate to the CRMA Analytics Studio > quota dataset.
Edit the dataset by uploading your CSV file, which replaces the default quota dataset. Refresh the app to ensure the recipe runs again
and pulls in your quota data.
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Requirements and Considerations to use Forecast Insights Dashboards

Forecast Insights dashboards are populated from Collaborative Forecasts, a feature of Sales Cloud. Collaborative Forecasts must be
enabled and configured to use Forecast Insights. Territory forecasts are not supported. Opportunity split-based forecasts are not supported.
After Installing Revenue Insights

• After installing Revenue Insights, navigate to App Launcher > Data Manager and follow steps to schedule data sync and recipes.
Note: When you turn on CRM Analytics for your org, a default Analytics Integration User is created. This "user" accesses the data
within Salesforce when the recipe is used to bring data in as datasets to CRM Analytics. It's important that this user has the proper
level of permissions to access your data. For example, the integration user needs have object level access to all the objects from
which data you want to pull, and field level access to the fields within those objects. If you have trouble in creating your app or
can’t view data, you sometimes need to modify either object or field permissions to allow the integration user to access them.
SEE ALSO:
Revenue Insights Assets

When you set up Revenue Insights, specific assets are included. To modify dashboards, you can
EDITIONS
modify these assets. It’s a good idea to understand the datasets and recipes that are used to populate
your dashboards. Available in: Lightning
Experience
Resources Available with Sales Cloud
The app assets are listed under Resources on the Setup page for your app after successful installation. and Government Cloud Plus
These include Einstein Studio models and CRM Analytics dashboards, components, recipes, and for an additional cost in:
datasets. When you select an asset, it opens in its respective tool for detailed inspection. Enterprise, Performance,
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Datasets
Revenue Insights creates the following datasets.
Dataset Name Contents Source Used by Security Predicate Special

Requirements
Activity Data about Salesforce All dashboards Owner.Roles.Roles' == None.
events and tasks. object -> "$User.UserRoleId" || 'OwnerId' ==
Recipe "$User.Id" || 'Opp.Account.OwnerId'
== "$User.Id" || 'Opp.OwnerId' ==
"$User.Id"
Account Data about Salesforce Not referenced 'Owner.Roles.Roles' == None.

accounts. object -> in dashboards "$User.UserRoleId" || 'OwnerId' ==
Includes Recipe "$User.Id"
accounts without
opportunities.
Forecast Data about Salesforce All dashboards 'User.Roles.Roles' == Collaborative

forecasts and object -> "$User.UserRoleId" || 'User.Id' == Forecasting must be
forecast Recipe "$User.Id" enabled to generate
adjustments. this dataset.
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Requirements
Forecasting Data about Salesforce All dashboards 'Quota.Roles.Roles' == Collaborative
Quota collaborative object -> "$User.UserRoleId" || 'Quota.Id' == Forecasting must be
forecasting Recipe "$User.Id" enabled to generate
quotas. this dataset.
Opportunity Data about Salesforce Not referenced 'Owner.Roles.Roles' == None.

accounts, object -> in dashboards "$User.UserRoleId" || 'OwnerId' ==
opportunities, Recipe "$User.Id" || 'Account.OwnerId' ==
and users. "$User.Id"
Opportunity Data about Salesforce All dashboards 'Opportunity.Owner.Roles.Roles' == None.

Splits Opportunities object -> "$User.UserRoleId" ||
broken out by Recipe 'Opportunity.OwnerId' == "$User.Id"
split percentage || 'Opportunity.Account.OwnerId' ==
by owner. "$User.Id"
OpportunityHistory Data about Salesforce All dashboards 'Opp.Owner.Roles.Roles' == None.

historical object -> "$User.UserRoleId" || 'Opp.OwnerId'
information for Recipe == "$User.Id" ||
opportunities. 'Opp.Account.OwnerId' == "$User.Id"
Opportunity Opportunity data Salesforce All dashboards 'Owner.Roles.Roles' == None.

RevInsights with calculated object -> "$User.UserRoleId" || 'OwnerId' ==
fields and joins Recipe "$User.Id" || 'Account.OwnerId' ==
used in the "$User.Id"
Revenue Insights
app.
OpptyProduct Data about Salesforce All dashboards 'Opportunity.Owner.Roles.Roles' == None.

products with object -> "$User.UserRoleId" ||
opportunities Recipe 'Opportunity.OwnerId' == "$User.Id"
and accounts. || 'Opportunity.Account.OwnerId' ==
"$User.Id"
Product List of all Salesforce Not referenced None. None.

products. object -> in dashboards
Recipe
Territory 2 Data about Salesforce All dashboards See note about security predicates None.
territory forecasts object -> for territory hierarchy.
and forecast Recipe
adjustments.
User Provides details Salesforce Not referenced 'Role. Roles' == "$User.UserRoleId" || None.
about all users in object -> in dashboards 'Id' == "$User.Id"
an org. Recipe
User Role Basic data about Salesforce All dashboards 'Roles. Roles' == "$User.UserRoleId" None.
user roles. object -> || 'Id' == "$User.Id"
Recipe
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Note: If you use a territory hierarchy, the following security predicate is appended to the datasets' existing predicates:
'Territory2.Users.Level1.UserId' == "$User.Id" || 'Territory2.Users.Level2.UserId' == "$User.Id" || 'Territory2.Users.Level3.UserId' ==
"$User.Id" || 'Territory2.Users.Level4.UserId' == "$User.Id" || 'Territory2.Users.Level5.UserId' == "$User.Id" ||
'Territory2.Users.Level6.UserId' == "$User.Id" || 'Territory2.Users.Level7.UserId' == "$User.Id" || 'Territory2.Users.Level8.UserId' ==
"$User.Id" || 'Territory2.Users.Level9.UserId' == "$User.Id" || 'Territory2.Users.Level10.UserId' == "$User.Id"
Recipes Used in Revenue Insights

The following recipes are used in Revenue Insights:
• Revenue Insights User Recipe. This recipe pulls in User Role information and creates multivalue fields for role hierarchy and forecast
hierarchy.
• Revenue Insights Opportunity Recipe. This recipe pulls in Opportunity, Account, Oppty Line item, Opportunity History, Product,
and Pricebook Entry datasets and augments user and account information onto the Opportunity dataset.
• Revenue Insights Activity Recipe. This recipe pulls in Task and Event datasets and joins them into a single dataset called Activities.
It also augments User Account and Opportunity information onto Activity.
• Revenue Insights Main. This recipe pulls in ForecastingItem and Forecastingquota (if Collaborative Forecasting is enabled) datasets.
It adds some app-specific fields and joins to the Opportunity dataset to be used by the Revenue Insights app.
• Territory Recipe. This recipe pulls in Territory2 information and creates multivalue fields for territory hierarchy.

Set up and configure Revenue Insights so that your sales teams can access performance dashboards
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and analytics.
When enabling Revenue Insights from the Setup menu, the app detects whether you have enabled Available in: Lightning
Collaborative Forecasts. If not, the app is installed using role hierarchy. If you use Collaborative Experience
Forecasts, a list of supported forecast types displays. Select the type that meets your team’s needs.
Complete the required setup steps, and then give access to users.
and Government Cloud Plus
1. From Setup, in the Quick Find box, enter Revenue Insights, and then select Revenue for an additional cost in:
Insights Setup. Enterprise, Performance,
2. On the Revenue Insights setup page, click Start for the Revenue Insights Installation Prerequisites
step.
This step performs 3 actions. It enables CRM Analytics to provide access to the Revenue Insights USER PERMISSIONS
dashboards and analytics. Next, it assigns the Revenue Intelligence Admin permission set to
To turn on Revenue Insights:
you. Finally, it sets up historical trending for the Opportunity object.
• Revenue Intelligence
3. To specify what data your sales team can access, create a role hierarchy. Admin permission set
4. Enable and configure Collaborative Forecasts (recommended) To assign permission sets:

• Assign Permission Sets
5. Set Up Historical Trending for the Forecasting Item object (recommended).
6. After you complete all the required steps, turn on Revenue Insights. The app installation process
can take up to 24 hours. The installation status shows on the Revenue Insights Setup page. If the app doesn’t have sufficient
prerequisites, the installation is skipped with a message explaining steps to meet the prerequisites.
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7. Assign user permissions. For users who manage the Revenue Insights dashboards, assign the Revenue Intelligence Admin
permission set. For users who need read-only access to the dashboards, assign the Revenue Intelligence User permission set.
SEE ALSO:
Controlling Access Using Hierarchies
Set Up Historical Trend Reporting
Turn On Collaborative Forecasts and Define Forecasts Settings
Get Started Using CRM Analytics

To see your data in the dashboards after you install Revenue Insights, you must schedule your app to refresh. You can add Revenue
Insights to your navigation bar or edit your permission settings depending on configuration settings. Lastly, you can add additional filters
to your panels.
Schedule the App

You can set or change the app schedule or refresh the data as needed on the app management tab. For more information, see Change
Your Intelligent App Settings.
Select a time outside normal work hours so the data refresh doesn’t interrupt business activities.
The app now syncs and runs the recipes in the correct order every day at the time you set.
Add Revenue Insights to your Navigation Bar

To make it easy to view your insights, add the Revenue Insights App to your Navigation Bar.
1. From the Sales App, click the pencil icon.
2. From the Edit Sales App Navigation Items select Add More Items.
3. From the Available Items column, click All.
4. In the Search field, enter Revenue Insights.
5. Select Revenue Insights, and click Add 1 Nav Item and click Save.
Verify Your Permission Settings

When you turn on CRM Analytics for your org, a default Analytics Integration User is created. This "user" accesses the data within Salesforce
when the recipe is used to bring data in as datasets to CRM Analytics. It's important that this user has the proper level of permissions to
read the data you're trying to pull from the org to CRM Analytics. For example, the integration user must have object-level access to all
the objects from which data you want to pull. And you need field level access to the fields within those objects. If you have trouble in
creating your app or can’t view data, modify either object or field permissions. You must allow the integration user profile to have read
access them.
Add Additional Filters to Your Dashboards

You can add additional filters to the Sales Performance dashboard. This dashboard has a Compare by selection as well as five global
filters by default. You can add additional filters to the Overview dashboard.
To add an additional global filter in the filter row of the Sales Performance dashboard:
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1. From the Sales Performance dashboard, select Edit in the upper right-hand corner.
2. Click in the panel that displays the five global filters.
3. On the panel on the right, select Manage Global Filters.
4. Click Add a Global Filter.
5. From the menu, select the Opportunity RevInsights dataset.
6. Select the field you want to add. For example, you can select Industry.
7. Choose the field you want like to add and click Create.
8. By default, the filter panel shows five filters in one row. Edit the number of filters displayed to view your new filter in the row of
default filters.
9. Click in the filters panel again to open the right side panel. You can see that the Filters per Row field is set to 5.
10. On the side panel change the Filters Per Row to 6.
11. To view the changes, click Preview.
12. Click Save if you’re satisfied with the changes.
To add another option to the Compare by filter of the Sales Performance dashboard:
1. From the Sales Performance dashboard, select Edit in the upper right-hand corner.
2. Click in the Compare by field.
3. On the panel on the right, select Advanced Editor. The widget JSON code displays.
4. To show the query code, select Query.
5. Copy and paste the last code snippet that looks like the following:
{
"Display": "Opportunity Owner",
"Field": "'User.UniqueUserName'",
"projection": ", closed['User.UniqueUserName'] as 'User.UniqueUserName'",
"saqlField": ", 'User.UniqueUserName'"
}
6. To use the compare by field you want to add, edit the code snippet. For example
{
"Display": "Industry",
"Field": "'Account.Industry'",
"projection": ", closed['Account.Industry'] as 'Account.Industry'",
"saqlField": ", 'Account.Industry'"
}
Note: Only fields from the Opportunity RevInsights dataset can be added as options.

To add a filter to the Overview dashboard:
Note: The Overview page combines multiple datasets and live queries. The challenge of adding a filter here means that the
field-selected needs to apply to all of the data sources. For example, you want to add a Region filter, such as Billing Country, to the
dashboard. This field is in the Opportunity RevInsights dataset so most of the widgets on Overview will facet automatically by
default. However, the SOQL queries look at the ForecastingItem object. This object doesn’t have a way to filter by country because
the forecast is done at the individual person level.
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1. Drag a list filter to the desired location on the dashboard.
Note: Don’t select global filters.
2. Select the dataset that includes your field. Salesforce recommends you use the Opportunity RevInsights dataset because most queries
on the dashboard use this dataset.
3. Select a field and configure the design.
4. Open up the dataset connections and add a connection for your field, if applicable. Most queries on Overview, Team Performance,
and Sales Performance tabs can facet based on these steps. The top section on the Overview dashboard, including the Team Quota
Attainment, KPIs, as well as the forecasting chart may not facet. The faceting doesn’t happen because there are live queries based
on Forecasting Item. The dashboard uses the following datasets:
• Opportunity RevInsights
• UserRole
• OpptyProduct
• Activity
• OpportunityHistory
• Forecasting Quota
5. Modify queries beginning with soql_. If there’s a field that can be found in the ForecastingItem object and is pulled in for the
Revenue Insights app, in addition to adding dataset connections, the soql queries require an additional binding. The following shows
the default query for soql_user_closed_won:
"query": "SELECT SUM(ForecastAmount) ForecastAmount FROM ForecastingItem {{toArray(

toArray(\"Owner.UserRoleId\", \"IN\", row(intermediate_step.result, [0],
[\"UserRoleId\"])), toArray(\"ForecastingTypeId\", \"IN\",
row(forecasting_type.selection, [0], [\"ForecastingTypeId\"])), toArray(\"OwnerId\",
\"IN\", row(intermediate_step.result, [0], [\"Id\"])), toArray(\"Period.StartDate\",
\"BETWEEN\", row(CloseDate_1.selection, [0], [\"min\",
\"max\"]))).asSQLWhere(\"sobject\", true)}} AND ForecastingItemCategory =
'ClosedOnly'",
6. If an additional field is added, use an additional binding:
"query": "SELECT SUM(ForecastAmount) ForecastAmount FROM ForecastingItem {{toArray(

toArray(\"Owner.UserRoleId\", \"IN\", row(intermediate_step.result, [0],
[\"UserRoleId\"])), toArray(\"ForecastingTypeId\", \"IN\",
row(forecasting_type.selection, [0], [\"ForecastingTypeId\"])), toArray(\"OwnerId\",
\"IN\", row(intermediate_step.result, [0], [\"Id\"])), toArray(\"Period.StartDate\",
\"BETWEEN\", row(CloseDate_1.selection, [0], [\"min\",
\"max\"]))).asSQLWhere(\"sobject\", true), toArray(\"NewField\", \"IN\",
row(listfilter_name.selection, [0], [\"FieldName_in_listfilter\"]))}} AND
ForecastingItemCategory = 'ClosedOnly'",
Create Other Versions of Revenue Insights

After the initial instance of Revenue Insights is auto-created, you can create other versions via Analytics Studio so that your team members
can use the version that meets their needs. You can create as many versions as you need. When your team members go to view the
dashboard from the Revenue Insights tab, they can select the appropriate instance of Revenue Insights depending on their forecast
type.
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Note: While you can create as many Revenue Insights versions as you like, recipe and data sync limits apply.
To create other versions of Revenue Insights:

1. From Setup, in the Quick Find box, enter Revenue Insights, and then select Revenue Insights Setup.
2. From Revenue Insights Setup, you can see details about your auto-installed app and a link to Analytics Studio. To create more versions
of Revenue Insights, click the link to Analytics Studio.
3. In Analytics Studio, click Create in the upper right corner.
4. To open the template picker, select App, then Create App from Template.
5. Locate the Revenue Insights tile, select it, and click Continue.
6. Review the app preview page, and click Continue to open the configuration wizard.
7. If you’re offered a choice of basing your app on an existing app or creating a one, select Create a brand new app and click Continue.
The app runs a compatibility check against your org to ensure it includes the data to successfully create the app’s datasets, recipes,
and dashboards. If it doesn’t, follow the instructions in the error message to add the required data and start the app creation process
again.
8. When the org compatibility check succeeds, click Looks good, next.
9. Name your app, and click Create.
Monitor, Update, and Delete Revenue Insights Apps

Use the app management tab to monitor the status of install requests, view logs to troubleshoot
EDITIONS
install issues, track app usage statistics, and update and delete apps.
From the Setup menu, installed versions of Revenue Insights display as separate tabs. To view details Available in: Lightning
about the app installation, select an app tab. The app details include the installation status, a list of Experience
installation events, and the tasks for each event. You can schedule app refreshes or refresh manually
and see details of all the installed app resources like dashboards and recipes. For more information
about app management, see Manage Your Intelligent Apps. for an additional cost in:
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Troubleshoot Revenue Insights Enablement

When enabling Revenue Insights, a few common errors can occur. You may not have configured data sync, you may have the wrong
objects or custom objects. You may have Org configurations that are incompatible with the requirements of the app. The following
sections can help you troubleshoot these common issues.
Understand Enablement Steps

Revenue Insights dashboards are created by CRM Analytics with the following flow:
1. The Enablement Wizard runs.
2. Placeholder datasets and dashboards are created.
3. Recipes are generated.
4. Extended metadata is applied to the populated datasets.
If the recipe fails, the app creation process will not complete successfully. The impact of this may manifest as dashboard errors, format
issues in displayed data, or other unexpected behavior
Failure due to field availability or Org configuration

If the recipe failure can be corrected by changing the Org configuration (for example, field availability, user roles , or running replication
recipes), complete the following steps:
1. Correct the org configuration.
2. Manually start the recipe through the Data Manager.
3. Once the recipe completes, click Reset in the App.
4. Do not change any of the options in the wizard, and complete the reset process.
Upon completion of the reset, the app creation succeeds.
Failure due to Data Sync

When Data Sync is enabled for CRM Analytics, the creation of new Apps may fail during recipe execution due to the fact that objects or
fields referenced in the apps have not yet been created successfully in a connected dataset via Data Sync. Failures can also occur when
there is a new version of the CRM Analytics App that includes additional default fields.
If your app fails due to data sync issues, complete the following steps:
1. After the app failure, go to Data Manager > Connect, and run Data Sync for any SFDC Local connections.
2. Open the App folder for the failed app and click the Reset button.
3. Do not change any of the options in the wizard. Complete the reset process.
Failure due to App Configuration

The recipe can fail if a part of the configuration is incorrect. For example, the recipe could include a field reference whereas your Org
contains custom references. Or, the recipe may require you have Collaborative Forecasting enabled, and you do not have Collaborative
Forecasting enabled. To verify that this might be an issue review the Considerations section before enabling your app.
If you can correct the issue by changing an answer or selection in the wizard, perform one of the following actions:
• Delete the App and create an entirely new version of the App.
• Reset the App and choose different answers, as appropriate.
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The Revenue Intelligence permission sets have all the permissions to get your sales team started
EDITIONS
using Revenue Insights dashboards and analytics. The Revenue Intelligence permission sets also
give users access to the Pipeline Inspection Flow Chart. Assign the Revenue Intelligence permission Available in: Lightning
sets to your users. Experience
Note: Assign the Revenue Intelligence Admin permission set to users who need to manage Available with Sales Cloud
Revenue Insights dashboards. Assign the Revenue Intelligence User permission set to users and Government Cloud Plus
who only need to view Revenue Insights dashboards. for an additional cost in:
1. From Setup, in the Quick Find box, enter Permission Sets, and then select Permission Enterprise, Performance,
Sets. and Unlimited Editions
2. Click the Revenue Intelligence Admin or Revenue Intelligence User permission set.
USER PERMISSIONS
3. Click Manage Assignments, and then Add Assignments. Then assign the permission set to
users. To assign permission sets:
4. Click Done. • Assign Permission Sets
To assign Revenue
Intelligence User permission
SEE ALSO:
set
Enable and Configure Revenue Insights • Revenue Intelligence
Revenue Insights Admin permission set
Enable More Features for Revenue Intelligence

Get the most out of Revenue Intelligence by enabling optional features that give your users more
EDITIONS
data and insights.
Feature What It Does How To Set Up Experience
Pipeline Inspection Flow Chart Shows users pipeline Requires admins to enable it in Available with Sales Cloud
changes in a dynamic chart. Pipeline Inspection Setup and Government Cloud Plus
Einstein Forecasting Adds AI predictions to Requires admins to enable it in
forecasts. Assisted Setup.
Forecast changes shown in last 7 Lets users see recent Requires admins to enable
days in Collaborative Forecasts changes to forecasts. historical trending for forecasts.
After the trending data is ready,
users can select Show
Changes in Last 7 Days in
their forecasts page display
options.
Custom calculated columns in Adds custom columns based Requires admins to create the
Collaborative Forecasts on formulas to the forecasts columns in Forecasts Settings.
page.
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Feature What It Does How To Set Up

See Create Custom Calculated Columns.
SEE ALSO:
Pipeline Inspection Flow Chart
Pipeline Inspection
Build a Smarter Pipeline with Einstein Forecasting
Revenue Insights
Use Revenue Insights to help sales teams gain performance insights to build stronger pipelines, improve forecast accuracy, and generate
more revenue.
Understand the trends and the details using four tabs: Overview, Team Performance, Sales Performance, and Historic Trends.
Revenue Insights includes the following dashboards:
• Revenue Insights
• Revenue Insights by Territory
• Sales Perf Card (Sales Performance)
• Sales Rep Command Center
• Sales Stage Analysis
• Forecast Insights
• Commit Calculator
• Product Insights
Revenue Insights Dashboard

Get a comprehensive view of your revenue performance from the Overview tab. Your most critical information is instantly available.
The chart helps point to the areas to focus on, such as whether opportunities are moving to the next stage. Quickly determine
whether sales are trending up or down with details such as average win rates, days to close, and average sales size.
Sales Rep Command Center Dashboard
Get all the details you need for sales success from the Sales Rep Command Center. You can see whether you’re aligned to meet your
quotas, which opportunities are stuck, and overdue activities. You can also see step progression, and amount changes.
Sales Stage Analysis Dashboard
The Sales Stage Analysis dashboard shows how deals move through stages of the sales process and how conversion takes place in
each pipeline stage. It also reveals bottlenecks and exposes at-risk opportunities.
Forecast Insights Dashboard
Track changes in your sales forecast in the Forecast Insights dashboard. Monitor velocity, pipe coverage, and other KPIs with
period-over-period analysis.
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Commit Calculator Dashboard

Use the Commit Calculator to test different scenarios and understand how changes to your pipeline can affect your bottom line.
Product Insights Dashboard
Optimize your sales strategy using the Product Insights dashboard. Track customer purchases, opportunities to position products
in new segments, and market trends. Quickly see how well your sales teams deliver new offerings to the market.

Get a comprehensive view of your revenue performance from the Overview tab. Your most critical information is instantly available. The
chart helps point to the areas to focus on, such as whether opportunities are moving to the next stage. Quickly determine whether sales
are trending up or down with details such as average win rates, days to close, and average sales size.
The Revenue Insights Dashboard

Revenue Insights includes the following tabs:
• Overview: Get a comprehensive view of your revenue performance from the Overview tab.
• Team: Quickly identify opportunities for managers to coach or representatives to work on performance. See details, such as the sales
leader, average win rate, open pipeline, and activities completed. It’s easy to assess the top accounts, opportunities, and products,
so you know where to focus your efforts.
• Sales Performance: The Revenue Insights Sales Performance tab shows how your sales are trending over time. Compare by product
area, month, or quarter to see whether sales are trending up or down.
• Forecast Historical Trend: If you’ve enabled historical trending on the forecast item object, you can view the new forecast historical
trend chart in Revenue Insights.
The Revenue Insights Overview Tab

The Overview tab includes an overview chart that is designed to give you a high level view of your pipeline, teams, and sales.
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In Team Quota Attainment, you can see, at-a-glance how close your team members are to reaching their quotas (1). In the On Track/Off
Track chart, you can easily understand your gap to meeting your quota goals (2). In the What should I focus on? section, you can easily
determine the next steps to take to meet your quotas. You can see what opportunities need attention, what changes have occurred in
your opportunities, and details about your top open opportunities, including what stage they are in (3). Lastly, follow your bottom line
in the How is my sales performance trending? section (4).
KPI Calculations for My Team’s Quota Attainment.

When you view the My Team's Quota Attainment chart, you can see quota status for your team members.
The quota attainment metric represents the percentage of closed won to quota.
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KPI Calculations for On Track/Off Track Chart

The On Track/Off Track chart shows the following metrics:
• Gap to Quota: Quota minus Closed Won (1).

• Commit Forecast: The total amount of all Open Opportunities where the Forecast Category is equal to Commit (2).
• Closed Won: The total amount of all Closed Won Opportunities (3).
• Pipe Coverage: Open Pipeline divided by Gap to Quota (4).
• Commit Forecast axis: Shows the line from Today to Commit Forecast (5).
Note: Percent changed reflects changes in the last seven days for each metric.
KPI Calculations for Opportunities Needing My Attention

The Opportunities Needing My Attention chart shows the following metrics:
• No Activity: This metric can be one of two measures. No recent activity (Open opportunities with no activity in the last fourteen
days), or No upcoming activity (Open opportunities with no activities scheduled in the future from today) (1).
• No Next Step: Open Opportunities where the Next Step field is blank (2).
• Stuck in Stage: Opportunities that have been in the same stage for more than fourteen days longer than the average days in the
stage (3).
All of the charts in the What should I focus on? sections show the top fifty Opportunities by amount for the top area columns. Totals are
calculated by using all Opportunities that meet the criteria.
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Note: Click the pop-out button to see more details of the opportunities needing your attention.
KPI Calculations for Opportunity Changes.

The Opportunity Changes chart shows the following metrics:
• Amount: Open Opportunities where the Amount field has changes in the last seven days.
– Row level: Shows Opportunity Amount and the change in Amount.
– Aggregate level: Shows the total net Opportunity Amount changed over the last seven days.
• Close Date: Open Opportunities where the Close Date field has changes in the last seven days.
– Row level: The old Close Date and new Close Date display.
– Aggregate level: Shows the total number of opportunities whose date moved in or moved out in the last seven days.
• Forecast Category: Open Opportunities where the Forecast Category field has changes in the last seven days.
– Row level: The old Forecast Category and new Forecast Category display.
– Aggregate level: The total number of opportunities with forecast category changes.
• New: Open Opportunities that have been created in the last seven days.
• Lost: Closed Lost Opportunities in the last seven days.
All of the charts in the What should I focus on? section shows the top fifty Opportunities by amount for the top area columns. Totals
calculated by using all Opportunities that meet the criteria.
Note: Click the pop-out button to see more details of the opportunity changes.
KPI Calculations for Top Open Opportunities

The Top Open Opportunities chart shows the following metrics:
• Commit: Open Opportunities where the Forecast Category is Commit (1).

• Most Likely: Open Opportunities where Forecast Category is Most Likely (2).
• Best case: Open Opportunities where the Forecast Category is Best Case (3).
• Pipeline: Pipeline:Open Opportunities where the Forecast Category is Pipeline (4).
All of the charts in the What should I focus on? section show the top fifty Opportunities by amount for the top area columns. Totals
calculated by using all Opportunities that meet the criteria
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Note: Click the pop-out button to see more details of your top open opportunities.
KPI Calculations for How Is My Sales Performance Trending?

The How is my sales performance trending? chart shows the following metrics:
• Won Opportunities: Total number of Closed Won Opportunities.

• Average Sales Size: The sum of all Closed Won Opportunities divided by the total number of Closed Won Opportunities.
• Average Days to Close: The sum of CloseDate minus CreatedDate for all Closed Won Opportunities divided by the total number of
Closed Won Opportunities.
• Win Rate %: The percentage of Closed Won Opportunities to Closed Opportunities (including both won and lost).
Revenue Insights Team Tab

Quickly identify opportunities for managers to coach or representatives to work on performance. See details, such as the sales leader,
average win rate, open pipeline, and activities completed. It’s easy to assess the top accounts, opportunities, and products, so you
know where to focus your efforts.
Revenue Insights Sales Performance Tab
The Revenue Insights Sales Performance tab shows how your sales are trending over time. Compare by product area, month, or
quarter to see whether sales are trending up or down.
Revenue Insights Forecast Historical Trend Tab
If you’ve enabled historical trending on the forecast item object, you can view the new forecast historical trend chart in Revenue
Insights.
SEE ALSO:

Quickly identify opportunities for managers to coach or representatives to work on performance. See details, such as the sales leader,
average win rate, open pipeline, and activities completed. It’s easy to assess the top accounts, opportunities, and products, so you know
where to focus your efforts.
Use the Charts

The Team view helps you to quickly make decisions about how to increase productivity among your team members. You can also see
an overview of the top accounts, top open opportunities, and top products. You can select four metrics to view at a time.
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KPI Calculations
• Closed Won Sales: The total Amount of all Closed Won Opportunities.
• Quota: The quota for a given sales representative.
• Quota Attainment %: The percentage of Closed Won Sales to Quota.
• Gap to Quota: Quota minus Closed Won.
• Commit: The total amount of all Open Opportunities where the Forecast Category is equal to Commit.
• Open Pipeline: The total amount of all Open Opportunities where the Forecast Category is equal to Pipeline, Best Case, Most Likely,
or Commit.
• Pipeline Coverage: Open Pipeline divided by Gap to Quota.
• Average Sales Size: The sum of all Closed Won Opportunities divided by the total number of Closed Won Opportunities.
• Average Days to Close: The sum of CloseDate minus CreatedDate for all Closed Won Opportunities divided by the total number
of Closed Won Opportunities.
• Win Rate %: The percentage of Closed Won Opportunities to Closed Opportunities (won and lost).
• Closed Opportunities: The total number of Opportunities (won and lost).
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• Activities Completed: The total number of Activities (Tasks and Events) where the Status is equal to Complete.
• Open Activities: The total number of Activities (Task and Events) where Status is not equal to Complete.
• Overdue Activities: The total number of Activities (Task and Events) where today is greater than the Due Date and Status is not
equal to Complete.
SEE ALSO:

The Revenue Insights Sales Performance tab shows how your sales are trending over time. Compare by product area, month, or quarter
to see whether sales are trending up or down.
Use the Sales Performance Chart

Use the Sales Performance chart for a comprehensive view of your sales trends over time. You can select three metrics at a time.
KPI Calculations
• Closed Won Sales: The total amount of all Closed Won Opportunities.
• Closed Opportunities: The total number of Opportunities (won and lost).
• Won Opportunities: The total number of Closed Won Opportunities.
• Average Sales Size: The total amount of all Closed Won Opportunities divided by the total number of Closed Won Opportunities.
• Average Days to Close: The sum of CloseDate minus CreatedDate for all Closed Won Opportunities divided by the total number
of Closed Won Opportunities.
• Win Rate %: The percentage of Closed Won Opportunities to Closed Opportunities (including both won and lost).
ED Models
Get predictive insights directly from your Revenue Insights dashboard using embedded Einstein Discovery models. Einstein Discovery
uses your data to create customized predictive models in a simple visual way. The models help you to understand what activities promote
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good outcomes and which activities negatively affect your outcomes for the following three areas: Deal Size, Win Rate, and Time to
Close.
Click the Einstein Discovery icon (1) to open the insights. Einstein Discovery shows positive factors with green arrows pointing upwards
(2). Einstein Discovery shows detrimental factors with red arrows pointing downwards (3).
SEE ALSO:
Revenue Insights Forecast Historical Trend Tab

If you’ve enabled historical trending on the forecast item object, you can view the new forecast historical trend chart in Revenue Insights.
With forecast historical trend, you can keep up to a year of historical data on your forecast item. The default is just over a year. Use Forecast
Historical Trend to see how your current forecast compares to the same time period in previous forecasts. For example, if you have 20
days left in Q4, the chart compares your forecast to previous quarters when you had 20 days left.
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Click the Historical Trend tab to open the page (1) Click the columns to populate the opportunities table (2). If there’s no historical
trending for opportunities, the table doesn’t populate.
Sales Rep Command Center Dashboard

Get all the details you need for sales success from the Sales Rep Command Center. You can see
EDITIONS
whether you’re aligned to meet your quotas, which opportunities are stuck, and overdue activities.
You can also see step progression, and amount changes. Available in: Lightning
In the Sales Rep Command Center, Sales reps immediately see if they’re on track (1). You can view Experience
stuck opportunities (2), overdue activities (3), step progression (4), and amount changes (5). Choose
between the Performance Trend dashboard and the Pipeline Overview dashboard (6). Use the
“What If” Calculator to see how adding revenue affects the sales outcome. By default the calculator for an additional cost in:
values are set 0 through 100,000 in increments of 1000, but you can adjust the values in the widget Enterprise, Performance,
to suit your needs (7). and Unlimited editions
Note: By default, the dashboard shows stuck opportunities, overdue activities, step
progression, and amount changes in the highlights. However, you can modify the widgets
to show different metrics.
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KPI Calculations for on and off Track Metrics

The On and Off Track chart shows the following metrics:
• Closed Won: The total amount of all Closed Won Opportunities.
• Gap to Quota: Quota minus Closed Won.
• Commit: The total amount of all Open Opportunities where the Forecast Category is equal to Commit.
• Best Case: Open Opportunities where the Forecast Category is Best Case.
KPI Calculations for Sales Stage Metrics:

The following calculations are for sales stage metrics:
• No Activity: This metric can be one of two measures. No recent activity (Open opportunities with no activity in the last fourteen
days), or No upcoming activity (Open opportunities with no activities scheduled in the future from today.)
• No Next Step: Open Opportunities where the Next Step field is blank.
• Stuck in Stage: Opportunities that have been in the same stage for more than fourteen days longer than the average days in the
stage.
KPI Calculations for Opportunity Changes.

The Opportunity Changes metrics are calculated in the following way:
• Amount: Open Opportunities where the Amount field has changes in the last seven days.
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• Close Date: Open Opportunities where the Close Date field has changes in the last seven days.
• Forecast Category: Open Opportunities where the Forecast Category field has changes in the last seven days.
• New: Open Opportunities that have been created in the last seven days.
• Lost: Closed Lost Opportunities in the last seven days.
KPI Calculations for Top Open Opportunities

The Top Open Opportunities are calculated in the following ways:
• Commit: Open Opportunities where the Forecast Category is Commit.
• Most Likely: Open Opportunities where Forecast Category is Most Likely.
• Best case: Open Opportunities where the Forecast Category is Best Case.
• Pipeline: Pipeline:Open Opportunities where the Forecast Category is Pipeline.
Sales Stage Analysis Dashboard

The Sales Stage Analysis dashboard shows how deals move through stages of the sales process and how conversion takes place in each
pipeline stage. It also reveals bottlenecks and exposes at-risk opportunities.
The Sales Stage Analysis dashboard has two tabs that focus on different aspects of stage analysis. Sales Stage Progression focuses on
how deals are progressing through the pipeline, while Sales Stage Conversion helps you understand how well you’re converting
opportunities to deals.
Sales Stage Analysis Progression

Sales Stage Analysis Progression shows how deals move through stages of the sales process and if deals are moving smoothly. It
also reveals bottlenecks and exposes at-risk opportunities.
Sales Stage Analysis Conversion
Dive into the details of your pipeline using Stage Conversion analysis. You can answer questions such as what percentage of the
pipeline progressed beyond each stage in a time period. You can see what percentage of pipeline progressed to close from this
stage on the same day of this last period. You can understand what is the average conversion rate for open opportunities for the
selected stage.
Sales Stage Analysis Progression

Sales Stage Analysis Progression shows how deals move through stages of the sales process and if deals are moving smoothly. It also
reveals bottlenecks and exposes at-risk opportunities.
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In the Sales Stage Analysis dashboard, view how long a deal was at each stage and the number of won and lost deals (1). Track opportunity
movement (2) and neglected opportunities (3). You can also see which deals have been in the same stage for more than 30 days (4)
and pushed opportunities (5). Lastly, take a deep dive into the different deals (6).
The Sales Stage Analysis dashboard compares how long current opportunities take in each stage of your pipeline with data on historic
deals. The main chart shows the historic and current average number of days deals spend in that stage. By comparing current with
historical data, the dashboard determines which deals are at risk and displays them in neglected, stalled, and pushed opportunities
charts at the bottom of the dashboard.
From the top of the dashboard, select from the filters to get the details you want to see:
• Account: Account names related to opportunities in the dashboard
• Owner Name: Names of opportunity owners. It can include inactive users or users who don’t own any deals in the selected period
• Owner Role: Role name of opportunity owners.
• Stage Name: Names in the standard StageName field in the Opportunities object.
• Record Type: Opportunity record type names defined in your org.
• Close Date: Opportunity closed date based on Salesforce fiscal year settings.
• Historical Time Frame: Period used to calculate the average time in stage.
KPI CALCULATION
Historical Average Number of days each opportunity stay in each stage. Average days
in stage for all opportunities in the OpportunityHistory object,
based on the period set in the Historical Time Frame filter.
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KPI CALCULATION
Open Opportunities Number of days current open opportunities stay in each stage.
Average days in stage to date for all open opportunities with close
dates within the period selected in the Close Date filter.
Opportunity Days in Each Stage Shows the number of opportunities moved from the stage selected
in the main chart to other stages based on period set in the
Historical Time Frame filter.
Probability to close Total closed won/Total opportunities based on the selected stage
during the period set in the Historical Time Frame filter. If no stage
is selected, it shows the win rate.
Won Deals Total amount won during the period set in the Historical Time
Frame filter.
Lost Deals Total amount won during the period set in the Historical Time
Frame filter.
Neglected Opportunities Top open opportunities by amount that haven’t been touched in
60 days that are set to close in the selected period.
Stalled Opportunities Top open opportunities by amount that have stayed in current
stage at least one day longer than historical average for all
opportunities. Based on the close date in the selected period.
Pushed Opportunities Top open opportunities by push count based on the close date in
the selected period.
Sales Stage Analysis Conversion

Dive into the details of your pipeline using Stage Conversion analysis. You can answer questions such as what percentage of the pipeline
progressed beyond each stage in a time period. You can see what percentage of pipeline progressed to close from this stage on the
same day of this last period. You can understand what is the average conversion rate for open opportunities for the selected stage.
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In the Sales Stage Analysis dashboard, view the details of the progression of opportunities from Discovery to Closed Won or Closed Lost
(1). See how opportunities represent different industries (2) and State and Billing provinces (3). You can also see opportunity details (4)
and sort by current opportunities or historical opportunities (5).
From the top of the dashboard, select from the filters to narrow the scope of the analysis:
• Account Name. Account names related to opportunities in the dashboard
• Stage. Names in the standard StageName field in the Opportunities object.
• Owner. Names of opportunity owners. It can include inactive users or users who don’t own any deals in the selected period
• State/Province. Area of the billing grouped by state or Province.
• Country. Area of the opportunity sorted by country.
• Industry. Opportunities sorted by industry.
KPI CALCULATION
Opportunity Stage Movement The average conversion rate for open opportunities for the selected
stage.
Opportunity by Industry Opportunities within the given time frame sorted by industry.
Opportunity by Billing State/Province Opportunities within the given time frame sorted by billing state
or province.
Opportunity Details Total closed won/Total opportunities based on the selected stage
during the period set in the Historical Time Frame filter. If no stage
is selected, it shows the win rate.
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Forecast Insights Dashboard

Track changes in your sales forecast in the Forecast Insights dashboard. Monitor velocity, pipe
EDITIONS
coverage, and other KPIs with period-over-period analysis.
Available in: Revenue
Intelligence, which is
available for an additional
cost in Enterprise and
Unlimited editions.
In the Forecast Insights dashboard, select the timeframe and team you want to analyze (1). You can see details for the managers and
sellers that report to you. Click Show Analysis (2) to see how your metrics are trending over time. Looking across your sales, click Commit,
Best Case, Most Likely or Pipeline (3) to remove that category from the pipeline and understand its overall impact. Set the benchmark
values so that the high and low benchmarks display on the table (4). See the key details for your largest opportunities (5).
KPI CALCULATION
Attainment % of target = (Closed Won Amt./Target quota) * 100.
Closed Won (Current) Total amount of closed won opportunities for the current selected
period.
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KPI CALCULATION
Commit Commit for the user's role. Shows adjustment if one is entered.
Commit Attainment % of target = ((Commit Amount + Closed Won Amt.)/Target quota)

* 100.
Commit (Manager) Sum of commit for lowest forecast manager in the hierarchy.
Commit (Seller) Sum of commit for the lowest layer in the role hierarchy.
Historical Velocity % Attainment same time last year.
Velocity closed won attainment % same time last year.
Open Pipeline Open pipe (Current) = Pipeline + Best Case + Commit.
Pipeline Coverage (Current) Pipe Coverage = (Target - Closed Won)/(Open Pipe).
Pipeline Coverage (Mature) Best case and commit amount or custom amount/ (Commit
adjustment-Won).
Quota Quota for the current period.
Velocity Closed won attainment % same time last year.
Year over year (Commit) (Commit forecast Amount at the same time last year- Current
Commit Forecast Amount)/(Commit forecast Amount at the same
time last year) * 100.
Year over year (Closed won) (Closed Won Amount at the same time last year- Current Closed
Won Amount)/(Closed Won Amount at the same time last year) *
100
Year over year (Open Pipeline) (Open pipe amount at the same time last year- Current open pipe
amount)/(Open pipe amount at the same time last year) * 100.
Year over year (Quota) (Last year's quota - Current year's quota)/(Last year's quota) * 100.
Commit Calculator Dashboard

Use the Commit Calculator to test different scenarios and understand how changes to your pipeline
EDITIONS
can affect your bottom line.
Unlimited editions.
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In the Commit Calculator, test scenarios to see their impact on your sales. Remove commits from your pipeline (1) or add deals to your
pipeline (2). Test scenarios for remaining deals (3) and add the predicted amount for these deals not yet accounted for in the pipeline
(4). Estimate deals created and closed (not accounted for in the pipeline) (5).
Product Insights Dashboard

Optimize your sales strategy using the Product Insights dashboard. Track customer purchases,
EDITIONS
opportunities to position products in new segments, and market trends. Quickly see how well your
sales teams deliver new offerings to the market. Available in: Revenue
Unlimited editions.
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In the Product Insights dashboard, understand your sales cycles with a laser focus on products. Click Product Heat Map (1) to see how
your product families are performing, and click Products & Opportunities (2) to see your opportunity pipeline sorted by product family.
Click on a product family to zoom in on just that product group. Select Won or Lost (3) to sort by won or lost sales. Click a product family
(4) to populate the charts with details about the selected product. See the Opportunity Funnel (5) to understand how your products are
distributed across your pipeline.
Einstein Account Management

Einstein Account Management provides dashboards and Einstein Discovery models to help you
EDITIONS
see which of your accounts has potential for growth and which of your accounts need attention.
Considerations for Einstein Account Management Intelligence, which is
When you set up Einstein Account Management, you must have certain settings configured in available for an additional
your org, and you must have certain objects to populate the dashboards correctly. cost in: Enterprise and
Unlimited editions.
Set Up Einstein Account Management
Set up Einstein Account Management dashboards from the Setup menu.
Use Einstein Account Management
Einstein Account Management provides dashboards and Einstein Discovery models to help you see which of your accounts has
potential and which accounts have product white space. You can also see which of your accounts need attention.
Considerations for Einstein Account Management

When you set up Einstein Account Management, you must have certain settings configured in your org, and you must have certain
objects to populate the dashboards correctly.
Note these requirements for using Einstein Account Management:
• Einstein Account Management is powered by CRM Analytics, so you must enable CRM Analytics.
• Einstein Account Management requires you to have Customer Insights version 1.5 or higher enabled and configured. By default, the
auto-installed version is prioritized during setup.
• If multiple versions of Customer Insights have been created, Einstein Account Management uses the most recently installed compatible
version.
• Einstein Account Management uses the same security predicate as your Customer Insights app. If you selected a custom security
predicate from the wizard, it inherits this selection
• Einstein Account Management uses the same field as your Customer Insights app to track the total amount of the opportunity. By
default the amount field is used.
• To create the default Einstein Discovery Account Health model, you must have 400 unique accounts that experienced a change in
win rate between two specified time periods: 12-6 months ago, and 6 months ago to present. If you don’t yet have enough data,
the Einstein Discovery models can’t be created initially. In this case, the app is created without Einstein Discovery models. You can
go back later and recreate the app when you later have enough data. For more information about Einstein Discovery specified limits,
see Einstein Discovery Limits.
• To create the default Einstein Discovery Account Upside model, you need at least 400 unique accounts that experienced a change
in product count or quantity between two specified time periods. For more information about Einstein Discovery specified limits,
see Einstein Discovery Limits.
• Salesforce recommends that you schedule the Einstein Account Management recipe to run on a regular cadence that is scheduled
within 24 hours of your Customer Insights recipes.
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Note: When you turn on CRM Analytics for your org, a default Analytics Integration User is created. This "user" accesses the data
within Salesforce when the recipe is used to bring data in as datasets to CRM Analytics. It's important that this user has the proper
level of permissions to access your data. For example, the integration user needs have object level access to all the objects from
which data you want to pull, and field level access to the fields within those objects. If you have trouble in creating your app or
can’t view data, you sometimes must modify either object or field permissions to allow the integration user to access them.
Recipes, ED Models, Components, and Datasets

The Einstein Account Management Accounts Recipe is used in Einstein Account Management:
• This recipe pulls in Account information and adds multiple aggregated metrics across Opportunities, Tasks, Events, Products, and
LineItems.
The Account Health and Account Upside ED Models are created. In addition, the Account Inspector with Predictions component is
created. Einstein Account Management uses all the datasets created by Customer Insights. In addition, the Einstein Account Management
- Accounts dataset is created:

Requirements
Einstein Account Aggregated data Salesforce All dashboards The security predicate is inherited None.
Management- about accounts object -> from Customer Insights. By default
Accounts Recipe the predicate is: 'Owner.Role.Roles'
== "$User.UserRoleId" || 'OwnerId'
== "$User.Id"
Set Up Einstein Account Management

Set up Einstein Account Management dashboards from the Setup menu.
EDITIONS
Note: You must have CRM Analytics enabled and you must have Customer Insights version
1.5 or higher to use Einstein Account Management. If you have existing versions of Customer Available in: Lightning
Insights, ensure that you have the latest version. Experience
To set up Einstein Account Management, use the following steps. Available with Sales Cloud
1. From Setup, in the Quick Find box, enter Einstein Account Management, and then select
Einstein Account Management Setup. Enterprise, Performance,
2. Verify that the Revenue Intelligence Admin permission set is assigned to you. and Unlimited Editions
3. To make Einstein Account Management dashboards and analytics available, enable CRM
Analytics. Enabling CRM Analytics automatically installs the Customer Insights app. USER PERMISSIONS
4. Customer Insights version 1.5 or higher is required to run Einstein Account Management. If
To turn on Einstein Account
multiple versions of Customer Insights have been created, Einstein Account Management uses Management:
the most recently installed compatible version. • Revenue Intelligence
If you need to modify Customer Insights, go to the Auto-Installed Apps page in Setup. Otherwise, Admin permission set
manage Customer Insights directly in Analytics Studio. To use Einstein Account
Management:
5. Turn on Einstein Account Management. The app installation process can take up to 24 hours.
• Assign Revenue
The installation status shows on the Einstein Account Management Setup page.
Intelligence User
Permission Sets
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You must have 400 rows on your account objects to create the Einstein Discovery models. If you don’t yet have enough data, the
Einstein Discovery models can’t be created initially. If you have enough data later, you can go back later and recreate the app.
6. Assign user permissions. For users who manage the Revenue Insights dashboards, assign the Revenue Intelligence Admin permission
set. For users who need read-only access to the dashboards, assign the Revenue Intelligence User permission set.
7. Schedule the Einstein Account Management Accounts recipe.
a. In CRM Analytics Studio, click the wheel icon at upper right and select Data Manager. Or, click the Data Manager link in the
left-hand column.
b. Select the Recipes tab on the left.
c. Select the Einstein Account Management Accounts recipe, and click the triangle to the far right.
d. Select Schedule, then select an event-based or time-based schedule. Salesforce recommends that you schedule the recipe to
run on a regular cadence that is scheduled within 24 hours of your Customer Insights recipes.
e. Save your settings.
8. Schedule the data sync.

a. In Analytics Studio, click the wheel icon at upper right and select Data Manager. Or, click the Data Manager link in the left-hand
column.
b. Select the Connect tab on the left.
c. Click the arrow to the far right of SFDC_LOCAL, which is the name of the connection your app uses. From the menu that appears,
select Schedule.
d. Set a time for running the data sync. It’s best to select a time outside normal working hours so the sync and recipe don’t interrupt
business activities. Save your changes
Use Einstein Account Management

Einstein Account Management provides dashboards and Einstein Discovery models to help you
EDITIONS
see which of your accounts has potential and which accounts have product white space. You can
also see which of your accounts need attention. Available in: Revenue
Use the Einstein Account Management table for a comprehensive view of your account health. Intelligence, which is
Select Account Health to see accounts that need attention. available for an additional
Unlimited editions.
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ACCOUNT HEALTH KPI CALCULATION

Health Einstein Discovery Account Health. See the inspector view for top
predictors. For a description of how the model is created, see the
section, “Understand the Einstein Discovery Health Model.”
Engagement Number of total contacts compared to contacts engaged on

activities.
Win Rate Percentage of opportunities won compared to opportunities closed.
Avg Deal Size Average sum of amount for closed won opportunities.
Products Purchased The number of unique products purchased.
YTD Spend Total amount of closed won opportunities year to date.
Upside Einstein Discovery Account Upside. See the inspector view for top
predictors.
Pipeline # Open number of opportunities by count.
Pipeline $ Open number of opportunities by total amount.
Activities Past and future Activities (include tasks and events).
Click Accounts with Upside to see Accounts with upside potential, and click Show Inspector to see the predictions based on the ED
models.
When you open the Account Inspector, you can see predictions for individual accounts, including scores and the types of events that
impacted that score. Click each of the tabs to see more details for Overview, Engagement, Service, and Einstein.
ACCOUNT UPSIDE KPI CALCULATION

Engagement Number of total contacts compared to contacts engaged on
activities.
Win Rate Percentage of opportunities won compared to opportunities closed.
Avg Deal Size Average sum of amount for closed won opportunities.
Products Purchased The number of unique products purchased.
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ACCOUNT UPSIDE KPI CALCULATION

YTD Spend Total amount of closed won opportunities year to date.
Upside Einstein Discovery Account Upside model. See the inspector view
for top predictors. For a description of how the model is created,
see the section, “Understand the Einstein Discovery Account Upside
Model.”
Pipeline # Open number of opportunities by count.
Pipeline $ Open number of opportunities by total amount.
Activities Past and future Activities (include tasks and events).
ACCOUNT INSPECTOR OVERVIEW CALCULATION

Total Sales Number of total contacts compared to contacts engaged on
activities.
Annual Revenue Standard field on account layout.
Employees Standard field on account layout.
Account Tenure Number of days or years since account creation.
Days Since Last Activity Standard field on account layout.
Overdue Activities Number of activities where ActivityDate is in the past and is still
open.
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ACCOUNT INSPECTOR OVERVIEW CALCULATION

Avg Deal Age Avg of Opportunity Age (Customer Insights derived column).
Sales vs. Previous Year Closed won opportunities YTD compared to previous years -
(CurrentYearWon - PreviousYearWon) / CurrentYearWon.
Open Cases Number of open cases linked to account.
Escalated Cases Number of escalated open cases linked to account.
ACCOUNT INSPECTOR ENGAGEMENT CALCULATION

Calls Number of total contacts compared to contacts engaged on
activities.
Emails Standard field on account layout.
Last Activity Standard field on account layout.
Upcoming Number of days or years since account creation.
ACCOUNT INSPECTOR PIPELINE CALCULATION

Open Deals Number of open opportunities.
Open Pipeline Open Opportunity Amount.
Lost Deals Total Opportunities closed where IsWon = false.
Lost Amount Total opportunity amount where IsWon = false.
ACCOUNT INSPECTOR SERVICE CALCULATION

Open Cases Number of open cases linked to account.
Closed Cases Number of closed cases linked to account.
Escalated Cases Number of escalated cases linked to account.
Avg Days Open Avg number of days a case is open.
Click Whitespace to see accounts with product whitespace.
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WHITESPACE CALCULATION
Sum of total price Sum of total price from the Opportunity Line Items.
Count of product Count of products sold, sorted by account from the Opportunity
Line Items.
Sum of quantity Sum of products sold, sorted by account from the Opportunity
Line Items.
Understand the Einstein Discovery Account Health Model

The recipe for the Einstein Discovery Account Health model calculates the win rate for each account for two time periods. The first period
is the current month to 6 months ago. The second period is from 6 months to 12 months ago. If the win rate for the account has gone
up between those two time periods, the Spend Health value is equal to high. If the win rate has gone down, it equals to low.
Note: The time periods described are the default values. However, you may have different requirements in your organization.
You can modify the time periods in the recipe to match your company’s needs.
Understand the Einstein Discovery Account Upside Model

By default, the recipe for the Einstein Discovery Account Upside model aggregates the number of products purchased and quantity for
each account across two time periods. The first period is the current month to 6 months ago. The second period is looking at all time. If
the product count or quantity for the account has gone up in the last 6 months, Product Health equals high. If the product count or
quantity for the account has gone down, it equals to low.
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Sales Cloud Basics Pipeline Inspection
Note: The time periods described are the default values. However, you may have different requirements in your organization.
You can modify the time periods in the recipe to match your company’s needs.
Pipeline Inspection
Pipeline Inspection gives sales teams a consolidated view of pipeline metrics, opportunities,
EDITIONS
week-to-week changes, AI-driven insights, close date predictions, and activity information. With
this intelligence, sales teams can focus on the most important opportunities and forecast revenue Available in: Lightning
more accurately. Experience

Set Up Pipeline Inspection in: Enterprise, Performance,
Get your sales teams started managing their pipelines with a single view of pipeline metrics, and Unlimited Editions
opportunities, and week-to-week deal changes. Show insights from call recordings, emails,
opportunity scores, cases, and close date predictions in the same view. Available with Revenue
Drive Predictable Revenue with Pipeline Inspection available for an additional
Get a consolidated pipeline view, with key metrics, opportunities, and weekly changes in close cost in: Enterprise and
dates, amounts, stages, forecast categories. See when next steps aren’t updated. Get close date Unlimited Editions
predictions, deal insights, and activity details. Use these insights to help forecast revenue more
accurately and focus on the most important opportunities.
Set Up Pipeline Inspection

Get your sales teams started managing their pipelines with a single view of pipeline metrics,
EDITIONS
opportunities, and week-to-week deal changes. Show insights from call recordings, emails,
opportunity scores, cases, and close date predictions in the same view. Available in: Lightning
Experience
Considerations for Setting Up Pipeline Inspection
Review important considerations before setting up and configuring Pipeline Inspection. in: Enterprise, Performance,
Turn On Pipeline Inspection and Unlimited Editions
To get your sales teams started managing their pipelines, enable and configure Pipeline Available with Revenue
Inspection. Intelligence, which is
Select Who Can Use Pipeline Inspection available for an additional
Get your sales team started managing their pipelines. cost in: Enterprise and
Unlimited Editions
Select Summary Fields For Pipeline Inspection Metrics
Give sales teams a choice of fields that they can use to summarize pipeline metrics.
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Manage Pipeline Inspection Metrics

Show metrics groups so your sales teams can view their pipelines with forecast categories or metrics that indicate changes over
time.
Select a Forecast Rollups Method in Pipeline Inspection
Choose the rollup method that’s best for your sales teams. Cumulative forecast rollups are selected by default, but you can change
this setting as needed.
Configure Deal Insights in Pipeline Inspection
Einstein Deal Insights gives sales reps predictions and recommendations from opportunities, calls, emails, and cases, right in the
Pipeline Inspection view. Choose which insights to show in Pipeline Inspection to help sales reps move deals forward.
Show Opportunity Scores in Pipeline Inspection
In Pipeline Inspection, opportunity scores are shown in tiers instead of numeric scores. When the score goes up or down a tier, the
changes are highlighted.
Enable the Flow Chart in Pipeline Inspection
Give Revenue Intelligence users access to a dynamic chart in Pipeline Inspection that shows the changes to opportunities in forecast
categories over time, based on the time filters they set.
Enable More Features for Pipeline Inspection
Make the most out of Pipeline Inspection by setting up optional features that give your users more helpful data and insights.
SEE ALSO:
Pipeline Inspection

Review important considerations before setting up and configuring Pipeline Inspection.
EDITIONS
Ensuring Sales Rep Accountability with Pipeline Inspection (English Only)
Experience
Activities and Activity Metrics
• To see counts of recent activities in the side panel, set up either Activity 360 Reporting or Activity
in: Enterprise, Performance,
Metrics in Einstein Activity Capture, or both. If you’ve enabled both, your activity metrics come
from Activity 360 Reporting.
Available with Revenue
Einstein Features and Insights in Pipeline Inspection available for an additional
• To show the Opportunity Score field, enable Einstein Opportunity Scoring. Opportunity scores cost in: Enterprise and
are shown in tiers instead of numerical values. Unlimited Editions
• Einstein Deal Insights includes insights based on Einstein Opportunity Scoring. To show these
insights, first enable Einstein Opportunity Scoring. These insights are available only in Pipeline
Inspection.
• To get more activity-based insights in Einstein Deal Insights, we recommend setting up Einstein Activity Capture.
• To get more email-based insights in Einstein Deal Insights, set up Einstein Activity Capture and Einstein Email Insights.
• To get insights based on call recordings in Einstein Deal Insights, set up Einstein Conversation Insights.
• To get insights about service cases, use cases. Insights are shown about service cases for the opportunity’s associated accounts,
contacts, or products. If you use the Product field on cases, you get more data. The Product field is available only if entitlements are
set up to include products.
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• To use Close Date Predictions, first enable Einstein Opportunity Scoring.

• To allow users to add contacts to cadences from deal insights and opportunities, add the Add to Cadence action to the opportunity
record layout. Your company must have a Sales Engagement (High Velocity Sales) license, and users need Sales Engagement (High
Velocity Sales) permissions.
Filters
• Users can filter by opportunity owner, opportunity teams, or territories.
• Managers can see deals for users who have subordinate roles in the role hierarchy, where the user is either the opportunity owner
or on the opportunity team.
• Users with View All permission on opportunities can search for any user and see opportunities owned by that user and other users
with subordinate roles in the role hierarchy.
• To see deals where reports are on the opportunity team, users must be in the same branch of the role hierarchy.
Flow Chart
• To enable the Pipeline Inspection flow chart, you must have the Revenue Intelligence add-on license.
• To access the Pipeline Inspection flow chart, users must be assigned a Revenue Intelligence permission set.
• The flow chart is the corresponding chart where you view the forecast category metrics. If you turn on the flow chart but don't enable
the forecast category metrics, your users don’t see the flow chart.
• To get data in the flow chart, make sure historical trending is enabled for opportunities.
Waterfall Chart
• When pipeline changes metrics are enabled, a waterfall chart is shown to users on the Chart tab.
• To get data in the waterfall chart, make sure historical trending is enabled for opportunities.
Historical Trending
• When you turn on Pipeline Inspection, historical trending is enabled for opportunities if it’s not already enabled. Five fields are set
up for tracking by default: Amount, Close Date, Forecast Category, Probability, and Stage. You can enable 3 more fields for a total of
8 fields.
• The Next Step field is automatically set up in historical trending when you enable Pipeline Inspection and uses one of the allocated
opportunity fields.
• Historical trending must be enabled to:
– View opportunity changes and insights when you hover over the Amount, Change, Close Date, Forecast Category, and Stage
fields and your custom currency and number fields. Changes are indicated for open and in progress deals only.
– Show the New, Won, Increased, Moved In, Moved Out, Decreased, and Lost metrics in the pipeline changes metrics grouping,
and the corresponding lists of opportunities.
– Show the Change field on opportunities when filtering the list by the Increased or Decreased metrics in the pipeline changes
metrics grouping.
– Get details of the last update when the Next Step field hasn’t been updated in 7 days or more.
– View data in the flow or waterfall charts.
• Although you can use the Expected Revenue and Quantity fields as summary fields, they aren’t available in historical trending. If you
use these fields as summary fields, some metrics or charts don’t show data.
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• After the Next Step field is enabled in historical trending, it takes at least 7 days to collect historical data before you see the last
update details.
• If you make configuration changes in historical trending, such as adding filters, some records don’t show opportunity changes and
insights. The opportunity amounts can also be excluded from metric calculations and charts.
• If historical trending was enabled for opportunities before you enable Pipeline Inspection, your historical trending configuration
doesn’t change.
• When you enable Historical Trending in Pipeline Inspection, 3 months of historical data plus the current month is copied to the
historical trending table, and the data is stored for 12 months. If you've used opportunities more than 3 months before the month
you enable historical trending, your pipeline inspection metrics show data only for the past 3 months and the current month.
• Field history for custom number or currency fields is tracked starting on the day that you enable them in Historical Trending.
Pipeline Metrics
• Pipeline Inspection supports number and currency fields, both standard and custom, for summarizing pipeline metrics. Amount is
the default field. Based on the fields that an admin configured, users can set or change the summary field in their pipeline views
using the available fields in the List View Controls menu.
• Formula fields can’t be used as summary fields.
• You can rename the forecast category metrics that display in the Pipeline Inspection view. All the links to rename forecast category
metrics are accessible from the Pipeline Inspection Setup page. If single category rollups is selected, rename forecast categories
in Object Manager. If cumulative forecast rollups is selected, rename forecast categories directly on the Setup page. To edit what
appears in other languages for both settings, go to the Pipeline Inspection Metric Configuration page in Translation Workbench.
• The Pipeline Changes metrics show a Change field in the opportunity list when users filter the view by the Increased and Decreased
metrics. The Change field is excluded from the limit of 15 fields users can display in the Pipeline view.
• You can’t rename the pipeline changes metrics.
Push Count Field

• The Push Count field is enabled by default in Pipeline Inspection and opportunities. To control visibility of the field, go to Opportunity
Settings in Setup.
• To see the Push Count field in the Opportunity list in Pipeline Inspection, users must add it. To show it in the list, go to the List View
Controls menu under the gear icon, and choose Select Fields to Display.
• You can’t add the Push Count field to opportunity record layouts.
Top Contacts and Users Involved in Deals

• To show in the side panel who’s involved in opportunities, enable Activity 360 Reporting in Einstein Activity Capture settings.
SEE ALSO:
Turn On Pipeline Inspection
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To get your sales teams started managing their pipelines, enable and configure Pipeline Inspection.
EDITIONS
To turn on Pipeline Inspection: Customize Application Experience
OR Available with Sales Cloud

Modify All Data

1. From Setup, in the Quick Find box, enter Pipeline Inspection, and then select Pipeline Intelligence, which is
Inspection Setup. available for an additional
cost in: Enterprise and
2. Turn on Pipeline Inspection. Unlimited Editions
3. Verify that historical trending is enabled and configured for opportunities. The fields required
for Pipeline Inspection features are trended by default, including the Next Step field.
4. Add the Pipeline Inspection button to the Opportunity tab.
Note: To show opportunity changes, insights and charts in Pipeline Inspection, make sure historical trending is enabled for
opportunities. If you use a custom field to summarize your metrics, the field must also be set up in historical trending.
SEE ALSO:
Select Who Can Use Pipeline Inspection
Select Who Can Use Pipeline Inspection

Get your sales team started managing their pipelines.
EDITIONS
To assign permission sets: Assign Permission Sets Experience

Users get access to Pipeline Inspection with a Standard User or System Administrator profile. Or, and Unlimited Editions
you can assign users one of the Pipeline Inspection permission sets.
1. From Setup, in the Quick Find box, enter Permission Sets, and then select Permission Intelligence, which is
Sets. available for an additional
2. Click the Pipeline Inspection permission set. Or, if you have Salesforce Unlimited Edition, click cost in: Enterprise and
the Pipeline Inspection Included permission set. You can assign Pipeline Inspection permissions Unlimited Editions
to users with a Salesforce Standard User License.
3. Click Manage Assignments, and then Add Assignments. Then assign the permission set to users and click Done.
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You can also grant access with the Revenue Intelligence Admin or Revenue Intelligence User permission sets. You can assign users a
Pipeline Inspection permission set or a Revenue Intelligence permission set, but assigning the same user more than one permission set
consumes multiple license seats.
SEE ALSO:
Standard Profiles
Select Summary Fields For Pipeline Inspection Metrics

Give sales teams a choice of fields that they can use to summarize pipeline metrics.
EDITIONS
To turn on Pipeline Inspection: Customize Application Experience
OR Available with Sales Cloud

Modify All Data
To select summary fields: Pipeline Inspection Admin Included or Revenue
Intelligence Admin permissions Intelligence, which is
You can select from Amount, Quantity, Expected Revenue, or any custom currency or number field. Unlimited Editions
Users choose from the available summary fields to view metrics totals in their pipeline views and
in the Flow Chart.
1. From Setup, in the Quick Find box, enter Pipeline Inspection, and then select Pipeline Inspection Setup.
2. In the Define How Metrics Are Summarized section, click Edit, and then select the fields that you want to show to users.
3. Move your selected fields to the available fields list, and then save your changes.
4. To ensure recent changes are highlighted for your selected fields, and to show totals in the Flow tab, enable your fields for tracking
in historical trending.
SEE ALSO:
352

Show metrics groups so your sales teams can view their pipelines with forecast categories or metrics
EDITIONS
that indicate changes over time.
To turn on pipeline changes metrics: Customize Application Available with Sales Cloud
OR in: Enterprise, Performance,
Modify All Data
To access pipeline changes metrics: Pipeline Inspection or Revenue Intelligence Intelligence, which is
permissions available for an additional
Unlimited Editions
1. From Setup, in the Quick Find box, enter Pipeline Inspection, and then select Pipeline
Inspection Setup.
2. In the Define How Metrics Are Grouped section, make sure that the metric groupings that you want to show are selected. Select
Pipeline Changes, Forecast Category, or both.
Note: If you select Pipeline Changes metrics, users see a waterfall chart on the Chart tab when viewing the metrics.
3. Make sure to enable the custom currency and number fields that you use for summarizing metrics in Historical Trending. The Amount
field is enabled in Historical Trending by default. To show data for pipeline changes metrics, and in the waterfall chart, this step is
required.
Select a Forecast Rollups Method in Pipeline Inspection

Choose the rollup method that’s best for your sales teams. Cumulative forecast rollups are selected
EDITIONS
by default, but you can change this setting as needed.
To select a forecast rollup method: Customize Application Available with Sales Cloud
OR in: Enterprise, Performance,
Modify All Data
With single category rollups, each Pipeline Inspection metric represents opportunities from only available for an additional
one of the forecast categories. If users want to see their totals for the month or quarter with this cost in: Enterprise and
type of rollup, they add the Best Case, Commit, and Closed forecasts together manually. Unlimited Editions
With cumulative rollups, the metrics show cumulative amounts from the opportunities in the named
forecast category and subsequent categories in your sales pipeline. This view makes it easy for sales team members to see the total
numbers that they’re likely to bring in without combining the category totals themselves.
1. From Setup, in the Quick Find box, enter Pipeline Inspection, and then select Pipeline Inspection Setup.
2. In the Define How Metrics Are Grouped section, select how to organize forecast categories in rollups.
• Single category rollups - Show one forecast category per metric.
• Cumulative forecast rollups - Show multiple related forecast categories per metric.
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Note: The forecast rollup method you select in Pipeline Inspection is separate from the forecast rollup setting in Collaborative
Forecasts.
SEE ALSO:

Einstein Deal Insights gives sales reps predictions and recommendations from opportunities, calls,
EDITIONS
emails, and cases, right in the Pipeline Inspection view. Choose which insights to show in Pipeline
Inspection to help sales reps move deals forward. Available in: Lightning
Depending on which Einstein features you’ve enabled, some insights are selected for you. To turn Experience
off these insights, disable the corresponding Einstein features.
1. From Setup, in the Quick Find box, enter Pipeline Inspection, and then select Pipeline in: Enterprise, Performance,
Inspection Setup. and Unlimited Editions
2. In the Turn on Einstein Deal Insights section, review any preselected insights. Available with Revenue
Option Description Intelligence, which is
Opportunity Closing Insights about deal progression and sales activities. If Einstein cost in: Enterprise and
Likelihood Opportunity Scoring is enabled, this checkbox is selected. Unlimited Editions
Call Recordings Trends surfaced from voice and video calls. If Einstein Conversation
Insights is enabled, this checkbox is selected.
Emails Insights and context from relevant emails. If Einstein Activity

Capture and Email Insights are enabled, or if Activity Sharing with
Non-Einstein Activity Capture Users is enabled, this checkbox is
selected.
3. Select additional insights you want to see.

Option Description
Close Date Predictions Predictions about opportunities with close dates in the current month. To use Close Date
Predictions, first enable Einstein Opportunity Scoring.
Service Cases Insights from service cases related to opportunities. To get insights about service cases,
use cases.
SEE ALSO:
Enable Einstein Opportunity Scoring
Turn On Einstein Email Insights
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In Pipeline Inspection, opportunity scores are shown in tiers instead of numeric scores. When the
EDITIONS
score goes up or down a tier, the changes are highlighted.
To turn on Pipeline Inspection: Customize Application or Modify All Data Available with Sales Cloud
To set up Einstein Opportunity Scoring: Customize Application
AND
Modify All Data Intelligence, which is
AND available for an additional
View All Profiles
Unlimited Editions
1. To show users opportunity scores and related insights in Pipeline Inspection set up Einstein Opportunity Scoring .
2. To view opportunity score tiers, ask your users to add the Opportunity Score field to their Pipeline Inspection views.
SEE ALSO:
Enable the Flow Chart in Pipeline Inspection

Give Revenue Intelligence users access to a dynamic chart in Pipeline Inspection that shows the
EDITIONS
changes to opportunities in forecast categories over time, based on the time filters they set.
To turn on the Flow Chart: Customize Application or Modify All Data Available with Revenue
Intelligence and
To access the Flow Chart: Revenue Intelligence User or Revenue
Government Cloud Plus for
Intelligence Admin permission set
an additional cost in:
1. From Setup, in the Quick Find box, enter Pipeline Inspection, and then select Pipeline
Inspection Setup.
2. Turn on the Pipeline Inspection flow chart.
Note: When summary fields other than Amount are configured in Pipeline Inspection Setup, you must enable the fields for
tracking in historical trending to see data for the pipeline metrics in the flow chart. Fields include: Quantity, Expected Revenue, or
any custom currency or number field on the opportunity object.
SEE ALSO:
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Enable More Features for Pipeline Inspection

Make the most out of Pipeline Inspection by setting up optional features that give your users more
EDITIONS
helpful data and insights.
Feature What It Does How to Set Up Experience
Activity 360 Reporting from See top contacts and Requires admin to set up in Einstein
Einstein Activity Capture users that are involved in Activity Capture settings. See Set Up
an opportunity with Activity 360 for Einstein Activity
engagement metrics, and Capture
activity metrics and
details on the activities
panel.
Activity Metrics with Einstein Show users activities on Requires admin to set up and
Activity Capture the Overview tab on the configure. See Turn On Activity
insights panel. Metrics
If both Activity 360 and Activity
Metrics are enabled, activity data
comes from Activity 360.
Einstein Activity Capture Capture activity data for Requires admin to set up. See Admin
engagement metrics and Setup for Einstein Activity Capture
details, and to generate Requires user to configure. See
insights. End-User Setup for Einstein Activity
Capture
Einstein Conversation Insights Show users insights Requires admin to set up and
about calls on the configure in. See Set Up Einstein
Overview tab on the Conversation Insights
insights panel.
Einstein Deal Insights Show insights and Requires admin to set up. See
predictions to sales Configure Deal Insights in Pipeline
teams about deal health, Inspection
and recommended
actions they can take to
move deals forward.
Einstein Email Insights Show users email insights Requires admin to set up. See Turn
on the Overview tab on On Einstein Email Insights
the insights panel.
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Feature What It Does How to Set Up

Einstein Opportunity Scoring Show users tiered opportunity Requires admin to set up. See Einstein Opportunity
scores and related insights on the Scoring
Overview tab on the insights panel.
SEE ALSO:
Drive Predictable Revenue with Pipeline Inspection

Get a consolidated pipeline view, with key metrics, opportunities, and weekly changes in close
EDITIONS
dates, amounts, stages, forecast categories. See when next steps aren’t updated. Get close date
predictions, deal insights, and activity details. Use these insights to help forecast revenue more Available in: Lightning
accurately and focus on the most important opportunities. Experience

Managing Pipelines with Pipeline Inspection in: Enterprise, Performance,
Get an all-in-one single pipeline view, with multiple filtering options and key opportunity and Unlimited Editions
changes and insights about the health of your deals. And summarize your pipeline metrics by
amount, currency, and number fields to align your view with the way you track your sales. Available with Revenue
Set or Change the Summary Field for Pipeline Inspection Metrics available for an additional
Select from several field types to summarize metrics in Pipeline Inspection, based on fields that cost in: Enterprise and
your Salesforce admin configured. For example, use a currency field to see totals for annual Unlimited Editions
recurring revenue, or a number field to view product quantities. Available fields include Amount,
Quantity, Expected Revenue, and custom currency and number fields.
Pipeline Inspection Charts
Users with access to Revenue Intelligence can see recent changes to forecast category metrics on a flow chart, and all Pipeline
Inspection users can view pipeline changes metrics on a waterfall chart. The charts show the changes to opportunities for the different
sets of metrics over time. Filter results to see the most relevant data.
Einstein Features in Pipeline Inspection
Let AI help your sales team focus on the right opportunities so they can close more deals.
Guidelines and Limits for Pipeline Inspection
Keep in mind some important guidelines and limits of the Pipeline Inspection features so that you can manage your pipeline more
effectively and close more deals.
Pipeline Inspection Metrics and Fields
The metrics shown in Pipeline Inspection are key performance indicators tracked in sales pipelines. The fields in the Pipeline Inspection
opportunity list give more detailed information about the opportunities in the pipeline.
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Managing Pipelines with Pipeline Inspection

Get an all-in-one single pipeline view, with multiple filtering options and key opportunity changes
EDITIONS
and insights about the health of your deals. And summarize your pipeline metrics by amount,
currency, and number fields to align your view with the way you track your sales. Available in: Lightning
Ensuring Sales Rep Accountability with Pipeline Inspection (English Only) Experience
Access Pipeline Inspection from the Opportunities tab. Available with Sales Cloud

Unlimited Editions
Pipeline Views and Saved Filters

You can filter the Pipeline Inspection view multiple ways.
Use the quick filters to narrow the view by time period, sales rep, team, or territory (1). Click any of the pipeline metrics, such as Overdue
(2) in the pipeline changes metrics group, to see a list of matching opportunities. To create custom filters and saved views (3), use the
List View Controls menu under the gear icon (4). You can create, clone, rename, or delete pipeline views. Add filters to view the
opportunities that meet your filter criteria. Using the filter panel, add more criteria such as accounts, amounts, and stages (5), and add
filter logic to get an even narrower view of your pipeline (6).
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Mark Opportunities as Important
To help you track your priority deals, use the icon next to the opportunity name in the list to mark the opportunity as important (7). To
view all the opportunities that you marked as Important, use the My Important Opportunities view in the pipeline views dropdown (8).
You can also view just the important opportunities for any other saved view by applying the important opportunities filter (9).
Recent Opportunity Changes
To help you identify deals that need more attention, changes that occurred in the last 7 days are highlighted in the opportunity list.
Changes to amounts, close dates, forecast categories, and stages are highlighted with red and green text and arrows. To get more
insights, such as what changed, when, and who made the change, hover over the field with a change.
Opportunities with no updates to the Next Steps field in 7 days or more are also called out with a red clock icon.
Einstein Deal Insights and Activity Details

Get a deeper understanding of deal health and activity. AI insights, close date predictions, insights from call recordings, emails, service
cases, and other sources are shown in the Insights tab on a side panel. To open the panel, click the side panel icon .
359
You also get a snapshot of opportunity metrics (10), essential insights that indicate a deal’s likelihood of closing (11), and informational
insights about the opportunity or its account (12).
Activity details and aggregate activity counts are shown on the Activity tab, letting sales teams see recent and upcoming activities. And
aggregate activity counts help sales managers understand deal activity.
When your admin enables Activity 360 Reporting in Einstein Activity Capture, the Activity tab (13) shows valuable information. There’s
a summary (14) of how many internal and external people have been involved in an activity during the selected time period. The total
number of activities and the activities broken down by type (15) are also shown. You see upcoming activities (16), the next step (17),
and past activity along with relevant insights (18). And you can take immediate action, such as sending an email (19).
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Tiered Einstein Opportunity Scores
In Pipeline Inspection, opportunity scores are grouped into tiers. The tiers and score ranges are High (67–99), Medium (34–66), and Low
(1–33). To see the opportunity score, key factors, and score changes, click the tier. When an opportunity score moves up or down a tier
within the last 7 days, an arrow shows in the field.
Inline Editing
Sales teams can keep their opportunities accurate by editing fields inline while they’re reviewing their pipelines. The Amount field is
editable inline on opportunities without products in pipeline views. You can edit opportunities of multiple record types inline in the
same list view.
To edit an opportunity field, hover over the field. Similar to other list views, if the field is editable, a pencil appears.
Pipeline Metrics
Use forecast category or pipeline changes metrics groups (20), based on which groups are enabled, to view and filter your pipeline from
different perspectives. Change your metrics view using the dropdown menu. To summarize pipeline metrics, select from Amount,
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Quantity, Expected Revenue, or any custom currency or number field, based on what your Salesforce admin configured. The default field
shown in the My Pipeline view is Amount. Set or change the view in the Pipeline Settings menu when you’re creating a view (21).
SEE ALSO:
Set or Change the Summary Field for Pipeline Inspection Metrics

Select from several field types to summarize metrics in Pipeline Inspection, based on fields that
EDITIONS
your Salesforce admin configured. For example, use a currency field to see totals for annual recurring
revenue, or a number field to view product quantities. Available fields include Amount, Quantity, Available in: Lightning
Expected Revenue, and custom currency and number fields. Experience
User Permissions Needed Available with Sales Cloud

To set or change summary fields: Pipeline Inspection User or Revenue Intelligence and Unlimited Editions
User permissions
1. On the Opportunities tab, click Pipeline Inspection.
2. To set the summary field in a new pipeline view, select Create New View in the List View Unlimited Editions
Controls menu . Select the summary field after you enter a name, and then save your
changes.
3. To change the summary field in a Pipeline Inspection view, use the Metrics Settings option in the List View Controls menu. Select a
summary field, and then save your changes.
SEE ALSO:
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Pipeline Inspection Charts

Users with access to Revenue Intelligence can see recent changes to forecast category metrics on
EDITIONS
a flow chart, and all Pipeline Inspection users can view pipeline changes metrics on a waterfall chart.
The charts show the changes to opportunities for the different sets of metrics over time. Filter results Available in: Lightning
to see the most relevant data. Experience
To access charts in Pipeline Inspection, go to the Chart tab. To see the flow chart, select Forecast
Available in Enterprise,
Category in the Metrics dropdown. To see the waterfall chart, select Pipeline Changes in the
Performance, and
Metrics dropdown menu. The metrics and charts you can see depend on the settings enabled. Unlimited Editions
Flow Chart
The flow chart shows the change in opportunity forecast categories according to your filter criteria. To specify the opportunities that
you want to focus on, use the filters for close date and user. Also, specify the time period that you want to show in the chart.
The chart shows pipeline changes starting from the date that you choose to the present day. To highlight the changes related to that
forecast category, click a band in the chart. The list below the chart also updates to show opportunities related to your selection.
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The data shown in the chart is for individual forecast categories. You can select from amount, currency, or number fields to summarize
metrics in Pipeline Inspection and the flow chart, based on what your Salesforce admin configured. For example, use a currency field to
see data for annual recurring revenue, or use a number field to view product quantities.
The forecast categories are defined by Salesforce, and sometimes they don’t correspond precisely to the labels of the forecast categories
that you use. Your admin can customize the labels.
Waterfall Chart
The waterfall chart shows changes in pipeline categories such as opportunities created, increases and decreases in your pipeline, and
won and lost amounts. It also shows amounts for opportunities moved in and out of the period. You specify the opportunities to view
using the quick filters for close date and user and then the time period to show.
The chart data shows the net change to the pipeline over the selected period. The fields used to summarize your data are the same as
the fields used for the flow chart and are based on the fields your admin configured.
The metrics names, such as New, Increased, and Won, in the pipeline changes metrics group shown in the waterfall chart are specified
by Salesforce and can’t be changed.
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Note: The charts don’t support Expected Revenue and Quantity as summary fields.
SEE ALSO:
Revenue Insights
Set or Change the Summary Field for Pipeline Inspection Metrics

Let AI help your sales team focus on the right opportunities so they can close more deals.
EDITIONS
Einstein Deal Insights Available in: Lightning

Einstein Deal Insights uses data science and machine learning to show insights and predictions Experience
about deal health. Sales teams also get recommended actions they can take to move deals Available with Sales Cloud
forward. in: Enterprise, Performance,
Tiered Einstein Opportunity Scores and Unlimited Editions
Opportunity scores tell you the likelihood that an opportunity will be won. For each opportunity Available with Revenue
score, Einstein shows the positive and negative factors that contribute the most to the score. Intelligence, which is
In Pipeline Inspection, opportunity scores are shown in tiers instead of numeric scores. When available for an additional
the score goes up or down a tier, a red or green arrow indicates the change. cost in: Enterprise and
Unlimited Editions
Einstein Deal Insights

Einstein Deal Insights uses data science and machine learning to show insights and predictions
EDITIONS
about deal health. Sales teams also get recommended actions they can take to move deals forward.
Predictions About Close Dates Experience
Predict which opportunities with close dates in the current month are unlikely to be won within Available with Sales Cloud
the same month. Close date predictions were originally referred to as Einstein Deal Insights. in: Enterprise, Performance,
The Model Available with Revenue

Einstein analyzes your team’s past closed opportunities, both won and lost, and deploys a model
tailored to the selling patterns of your company. Einstein considers many positive and negative
factors, including: Unlimited Editions
• Each opportunity’s record details (both standard and custom fields), opportunity history, and
related activities.
• The related account’s record details and some record history.
These factors are based on your CRM data and accurately contribute to the prediction. Once a month, Einstein analyzes the opportunity
data and refreshes the model. Opportunities are continuously reassessed, and insights are added or removed every few hours.
To help Einstein learn quickly, be sure to keep your standard opportunity data, such as close dates and stages, updated as your deals
progress through their lifecycle.
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When Predictions About Close Dates Don’t Appear

Close date predictions sometimes don’t appear for any of these reasons.
• Close date predictions were recently enabled. It can take around 48 hours before insights are available.
• The opportunity’s close date is set outside of the current month.
• The close date was moved out of the current month into a future month.
• The opportunity is closed, so insights are removed.
Insights from Einstein Opportunity Scoring

Surface insights about deal progression and sales activities. To get the most out of these insights, connect your email, calendar, events,
and contacts using Einstein Activity Capture.
The Model
Einstein analyzes patterns in your data to build a data model. The criteria include:
• Standard opportunity fields, opportunity record history, tasks, and activities.
• Automatically synced email and calendar data (if Einstein Activity Capture is enabled).
Note: These insights related to Einstein Opportunity Scoring are separate from the Einstein Opportunity Insights feature of Sales
Cloud Einstein.
Insights appear in Pipeline Inspection if the Einstein Opportunity Scoring model determines that they’re influential in the deal’s likelihood
to close. The insights can be positive or negative factors.
Einstein analyzes the opportunity data weekly and refreshes the model. Then, the model is used multiple times daily to generate new
insights.
When Insights from Einstein Opportunity Scoring Don’t Appear

Insights from Einstein Opportunity Scoring sometimes don’t appear for any of these reasons.
• An insight that’s generated isn’t one of the top supporting factors for the opportunity score.
• Not enough activity data. Either Einstein Activity Capture isn’t set up, or not enough activity data is associated with the opportunity.
Insights About Service Cases

Show insights about service cases that can affect the progress of an opportunity.
The Model
When the Pipeline Inspection side panel is opened, Salesforce checks for cases related to the opportunity. If service cases are found,
insights are shown. Insight criteria include:
• Cases for opportunity contacts, products, and the opportunity’s account.
• Related cases within the last 30 days.
When Insights About Service Cases Don’t Appear

Insights about service cases sometimes don’t appear for any of these reasons.
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• You don’t use cases.

• No cases exist in the last 30 days for an opportunity contact, opportunity product, or an opportunity’s account.
SEE ALSO:
Understand How Einstein Scores Your Opportunities

Opportunity scores tell you the likelihood that an opportunity will be won. For each opportunity
EDITIONS
score, Einstein shows the positive and negative factors that contribute the most to the score. In
Pipeline Inspection, opportunity scores are shown in tiers instead of numeric scores. When the Available in: Lightning
score goes up or down a tier, a red or green arrow indicates the change. Experience


Unlimited Editions
Opportunity Score Tiers

The color-coded tiers are shown in the Pipeline Inspection opportunity list in place of the 1–99 scores traditionally shown in opportunities.
The opportunity score tiers and thresholds are:
• High: 67–99
• Med: 34–66
• Low: 1–33
Opportunity Score Change Alerts

When an opportunity score changes enough to move up or down a tier, the change is highlighted with an arrow to the tier in the Pipeline
Inspection list view. A green up arrow shows that the opportunity score has increased from its prior score. A red down arrow shows that
the opportunity score has decreased from its prior score.
SEE ALSO:
Einstein Deal Insights
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Keep in mind some important guidelines and limits of the Pipeline Inspection features so that you
EDITIONS
can manage your pipeline more effectively and close more deals.
Ensuring Sales Rep Accountability with Pipeline Inspection (English Only) Available in: Lightning
Experience
Filtering Available with Sales Cloud

• If a search returns 2,000 or more records, a total for the selected metric isn’t shown.
• The Moved Out metric looks at opportunities with close dates within 6 months after the selected
period to determine whether those deals meet the Moved Out criteria. The searched records Available with Revenue
count toward the record limit. Intelligence, which is
• Even if the maximum record limit is reached for any of the pipeline metrics, and the total for cost in: Enterprise and
the metric isn’t shown, the list still shows records. Unlimited Editions
• When filtering by a pipeline metric, the list sometimes shows fewer than the maximum
opportunities even when the actual number of matching opportunities is more than the
maximum.
• The All Opportunities owner filter isn’t supported.
• You can filter by opportunity owner, opportunity teams, or territories.
• To filter by any user’s opportunities, make sure you have View All permission on opportunities.
• Managers can see deals for users who have subordinate roles in the role hierarchy, where the user is either the opportunity owner
or on the opportunity team. Managers can also see deals for users with subordinate portal roles.
• To see opportunities where your reports are on the opportunity team, make sure the manager and the opportunity team members
are in the same branch of the role hierarchy. If you don't use a role hierarchy, add the opportunity team members to the Opportunity
Team related list.
• Filter logic is supported for the AND, NOT, and OR operators.
Pipeline Views and Custom Filters

• The default pipeline views are My Pipeline and My Important Opportunities. You can’t share, clone, or delete default pipeline views.
• Pipeline views and saved filters aren’t shared between Pipeline Inspection and Opportunity list views.
• To create and edit all types of list views, users must have the Create and Customize List Views permission.
• To create or edit public pipeline views, users must have the Manage Public List Views permission. Other users can only create private
views.
• When a user is saved in the Owner filter, you can't update the sharing settings for a pipeline view.
Opportunity Changes
• The Amount field highlights changes only when the currency is the same for the before and changed-to values.
• The value in the Recent Activity field is the difference, in days, between the current day and a past activity. The value in this field can
also represent the number of days between the current day and an upcoming activity.
• New tasks created on opportunities don’t appear in the Recent Activity field in Pipeline Inspection until they’re completed. New calls
and events show at the time they’re created, regardless of their status.
• The Stage and Forecast Category changes shown in red and green text with arrows indicate stages or categories that are advancing
or reverting. The progression of stages follows the order set by your Salesforce admin when they selected the picklist values for
opportunity stages and mapped them to forecast categories.
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Opportunities Marked as Important

• Users can mark up to 200 opportunities as important.
• Important opportunities are visible only to the user who marked them and can’t be shared with other users.
• You can see and mark opportunities as important in Pipeline Inspection only.
Inline Editing
• Not all fields in the list view can be inline edited. Editable fields have a pencil when you hover over the field. Non-editable cells
have a lock . When making inline edits, required fields can’t be left blank.
• You can edit the following field types inline in Pipeline Inspection: Checkbox, Currency, Date, Email, External Lookup, Lookup, Number,
Percent, Picklist, Multi-Select Picklist, Phone, Text, and URL.
• These opportunity fields are also editable inline: Amount (on opportunities without products), Close Date, Quantity, and Stage. Stage
is editable inline only when no other validations or dependent fields have been added.
• You can’t edit the Forecast Category and Probability fields, because these fields are updated when the Stage field is edited.
• Although you can edit dependent picklist fields in Opportunity list views, they aren’t editable inline in Pipeline Inspection.
• You can edit opportunities of multiple record types inline in the same list view.
Activity Timeline in Side Panel

• The filter selections must be set each time you view an opportunity.
• In the Upcoming Activity section, only one open activity is shown, and its due date must be within 6 months from the current date.
Open tasks that don’t have a due date aren’t included. Open tasks that are overdue are included.
Deal Insights in Side Panel

• To view deal insights in the side panel, you must have at least one of these features enabled in your org: Einstein Conversation
Insights, Einstein Deal Insights (in Pipeline Inspection), Einstein Email Insights, or Einstein Opportunity Scoring.
•
When a required feature is enabled and a user has access, a side panel icon appears next to the opportunity name in the list.
Clicking the icon opens a side panel that shows the opportunity metrics and insights on the Insights tab.
• If a user doesn’t have access to the required features, the icon that opens the panel to view the deal insights is hidden.
• Einstein Activity Capture, Einstein Conversation Insights, Einstein Deal Insights, Einstein Email Insights, Einstein Opportunity Scoring,
and service cases supply the insights shown on the Insights tab. Activity-related insights include manually entered activities, and
activities logged in Einstein Activity Capture.
• You can add contacts to a cadence from some Deal Insights. The limit that you can add is 20 contacts at a time, rather than 200 for
the other objects supported by cadences.
Top Contacts and Users Involved in Deals

• You can see up to three external contacts (people whose email address isn’t from your company), and two internal users (people
whose email address is from your company). An admin must configure this feature.
• Contacts or users related to an opportunity who have no activity in the past seven or 30 days don’t show in the side panel.
Pipeline Inspection Metrics

• The pipeline changes metrics include a Change field in the opportunity list that shows only when you filter by Increased or Decreased.
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• The Push Count field tracks the number of times a close date is pushed out past a calendar month only. It doesn’t track close dates
pushed out within the same calendar month.
• The total number of pushes doesn’t decrease when an opportunity’s close date is pulled in by a calendar month.
• The Push Count field isn’t shown in the list of opportunities in Pipeline Inspection by default. To show this field, click the gear icon
and select the Select Fields to Display option.
• The available fields for summarizing pipeline metrics are Amount, Quantity, Expected Revenue, and custom currency and number
fields. Formula fields can’t be used as summary fields. When you use Quantity or Expected Revenue as summary fields, some data
doesn’t show in the pipeline metrics group and charts.
Charts
• If the summary values are negative or zero, the charts don't show data.
• If a search returns 2,000 or more opportunity records, the charts don't show data.
SEE ALSO:

The metrics shown in Pipeline Inspection are key performance indicators tracked in sales pipelines.
EDITIONS
The fields in the Pipeline Inspection opportunity list give more detailed information about the
opportunities in the pipeline. Available in: Lightning
Experience
Pipeline Inspection Metrics Available with Sales Cloud
Users can choose from two groups of metrics in Pipeline Inspection to view their pipelines. The in: Enterprise, Performance,
metrics groups are based on forecast categories or pipeline changes. Number values for the metrics and Unlimited Editions
are shown in the user’s currency. Available with Revenue
Forecast category metrics are configurable as single or multiple category rollups. Intelligence, which is
For summarizing metrics, Pipeline Inspection supports the Amount, field, and custom currency and
number fields. Formula fields can’t be used as summary fields.
Unlimited Editions
Forecast Category Metrics Group

The Forecast Category metrics show how your pipeline metrics map to the forecast categories in your company’s sales cycle.
Note: When multiple category rollups are enabled and the Most Likely category is set up, Most Likely is included in Best Case,
Most Likely, Open Pipeline, and Total.
Metric Represents the Total for Opportunities

Best Case With forecast categories of Closed, Commit, Best Case, or Most
Likely (optional).
Closed Lost In a stage classified as Closed/Lost.
Closed Won In a stage classified as Closed/Won.
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Commit With forecast categories of Closed or Commit.
Most Likely With forecast categories of Closed, Commit, and Most Likely
(optional).
Open Pipeline With forecast categories of Best Case, Commit, Most Likely
(optional), or Pipeline.
Total With forecast categories of Closed, Commit, Best Case, Most Likely
(optional), or Pipeline.
Pipeline Changes Metrics Group

The Pipeline Changes metrics show how your pipeline changes over time. The Close Date filter shows opportunities based on their
scheduled close date for the time period you specified. The Changes Since filter defines the time period in which changes for these
opportunities occurred.
For example, a common snapshot a sales manager looks at is, “For my team’s opportunities with close dates in this quarter, what changes
took place between the first day of the quarter and today?” To create a snapshot, pipeline metrics are compared over the two dates.
To see this snapshot, select these filters:
• Close Date: This Quarter
• Owner: My Team
• Changes Since: Start of the Period
To validate the change metrics, you can use one of these options: field history tracking, historical trend reporting, or opportunity stage
history. From any of these sources, get the field values on the first day of the period and compare them to the current value.
Example: On the first day of the quarter, Bill has a $100,000 deal with Acme Co. with a close date in next quarter. As of today,
the close date on the Acme deal is in this quarter and the deal is Closed Won. In the Pipeline Changes view, the metrics show
$100,000 in Moved In and $100,000 in Won.

Open Pipeline With forecast categories of Best Case, Commit, Most Likely
(optional), or Pipeline, and that have a close date currently within
the close date filter range.
New Created or reopened within the change date filter range, and that
have a close date currently within the close date filter range.
Won Won within the change date filter range and that have a close date
currently within the close date filter range.
Increased With an amount in the summary field that’s higher than at the
beginning of the change date filter range. Opportunities in
Increased are open opportunities that, when the time period in
the change date filter started, had close dates in the period and
are currently closing within the period.
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Moved In Moved into the close date filter range. The opportunities in Moved
In are those opportunities that, when the time period in the change
date filter started, had close dates in a future period.
Moved Out Moved out of the close date filter range. The opportunities in
Moved Out are those opportunities that, when the time period in
the change date filter started, had close dates after the end of the
close date period.
Decreased With an amount in the summary field that’s lower than at the
beginning of the change date filter range. Opportunities in
Decreased are open opportunities that, when the change date
filter period started, had close dates in the period and that are
currently closing within the period.
Lost Lost within the change date filter range, and that have a close date
currently within the close date filter range.
Overdue With close dates within the last 90 days and that are still open.
Opportunity List Fields

The default fields shown in the opportunity list in Pipeline Inspection include Pipeline Inspection fields and standard opportunity fields.
These standard opportunity fields are in the list by default: Opportunity Name, Account Name, Amount, Close Date, Stage, Forecast
Category, Next Step, Recent Activity, Opportunity Score (if enabled), Owner Full Name. For field descriptions, see Opportunity Fields.
Salesforce admins can also add custom fields. Users can change and reorder some of the fields in the list. If Pipeline Inspection is enabled,
some of the Pipeline Inspection fields are also visible on opportunities.
Pipeline Inspection Field Description

Age The number of days since the opportunity was created.
Change The net change to the pipeline contributed by the opportunity

over the selected time period. When users view the pipeline
changes metrics group, the Change field shows when they filter
the opportunity list by the Increased and Decreased metrics.
Days In Stage The number of days the opportunity has spent in this stage since
the last change to the Stage field. This field doesn’t represent the
aggregate number of days spent in this stage.
Important Whether the opportunity is tracked as important.
Opportunity Score The Einstein Opportunity Score, shown in tiers. The opportunity
score tiers are High (67-99), Medium (34-66), and Low (1-33). Tiered
opportunity scores are available in Pipeline Inspection only.
Push Count The number of times an opportunity’s close date was pushed out
by a calendar month. The Push Count field isn’t shown in list views
by default.
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Sales Cloud Basics Collaborative Forecasts
Pipeline Inspection Field Description

Recent Activity The number of days since the most recent activity on the
opportunity. This field can also show the number of days until the
next scheduled activity.
SEE ALSO:
Opportunity Fields
Forecast sales from your opportunity pipeline.
EDITIONS
Watch a series of videos about using Salesforce to forecast and predict sales. Forecast with
Confidence Using Salesforce Available in: both Salesforce
orgs) and Lightning
Collaborative Forecasts Concepts
Experience
Forecast sales from your opportunity pipeline, and incorporate product families, product
schedules, territories, opportunity splits, and custom measures as needed. Available in: Professional,
Performance, and
Implement Collaborative Forecasts Developer Editions and in
Set up the required features to start forecasting using Salesforce and enable additional features Enterprise and Unlimited
as you’re ready. Give forecast managers, reps, and others who need it access to the forecasts Editions with the Sales Cloud
page and the features that they need.
Project Sales with Collaborative Forecasts
Collaborative Forecasts makes it easy for teams to forecast sales.
Report on Sales Projections
Unlock details about forecasts and forecasts trends when you create custom report types for Collaborative Forecasts. For example,
help managers and other stakeholders see the accuracy of planned forecasts versus adjusted and closed forecasts.
Collaborative Forecasts: What’s Different or Not Available in the Salesforce Mobile App
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Forecast sales from your opportunity pipeline, and incorporate product families, product schedules,
EDITIONS
territories, opportunity splits, and custom measures as needed.
Use Collaborative Forecasts to manage sales expectations and to project and plan your company’s Available in: both Salesforce
sales cycle from pipeline to closed sales. A forecast is an expression of expected sales based on the Classic (not available in all
gross rollup of a set of opportunities. The forecasts on the forecasts page are totals and subtotals orgs) and Lightning
of the opportunities in the forecast categories: Pipeline, Best Case, Commit, Closed, and Most Likely Experience
(optional category). Depending on how Salesforce is set up, these forecasts can reflect opportunities Available in: Professional,
from one or multiple forecast categories. In the forecasts grid, forecasts are organized by forecast Performance, and
rollup, time period, and optionally by product family and territory. Forecasts can include adjustments Developer Editions and in
made by forecast managers to their immediate subordinates’ forecasts and adjustments made by Enterprise and Unlimited
users to their own forecasts. Editions with the Sales Cloud
Your admin can activate multiple forecast types that you can switch between. Each type of forecast
stores its own quota and adjustment data.
Users can view forecasts and their related opportunities by forecast rollup for an individual or for everyone below them in the forecast
hierarchy. For example, they can see the July Best Case forecast for all the sales managers who report to them, all the sales reps who
report to any one of their managers, or just one individual. Users can also adjust their own forecasts and the forecasts of subordinates
and territories one level below.
Both Salesforce Classic and Lightning Experience make these tasks simple.
• Conducting status calls based on real-time data with an opportunity team.
• Reviewing forecast summary information for single months or quarters and a multi-month or quarter range for each forecast rollup.
• If you use product families, seeing forecast summaries for each product family. In Lightning Experience, your Salesforce admin
chooses the product families that you forecast on.
• If you use opportunity splits, seeing the split percentages and amounts that contribute to each forecast.
• Accessing details about the opportunities that are part of the forecast, all in one view.
• Making adjustments and viewing adjustment details, such as the original forecast and who made the adjustment. If multiple forecast
types are active, each forecast type maintains separate adjustments.
• Viewing your own forecast and for forecast managers, the forecasts for your subordinates in the forecast hierarchy, navigating easily
using breadcrumb links.
• Viewing both revenue- or quantity-based forecasts.
• Viewing forecasts in multiple currencies.
• Viewing quota information on each user’s forecast page. If multiple types of forecasts are enabled, each forecast type maintains
separate quota information.
• Looking further into forecast perspectives and trends with reports.
• Including the opportunities of your partner portal users in your forecasts.
And with Lightning Experience, you get even more from the forecasts page.
• Use quick actions to edit, delete, and change the owner of opportunities without leaving the forecasts page.
• Use inline editing to edit multiple opportunities without leaving the forecasts page. The pencil indicates editable fields. The lock
indicates noneditable fields.
• If you’re a forecast manager, share your forecasts page with any Salesforce user at your company.
• See the date and time when the forecasts page was refreshed. (In-progress data updates aren’t indicated.)
• For all forecast types, hide rows that contain only zeros.
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• If territory forecasts are enabled, type three or more letters in the search field to get both user and territory names in your results.
• See forecasts based on a custom number field such as Megawatts.
• See a Most Likely forecast category.
• Add the forecasts page to the bookmarks or favorites in your browser.
• See customized forecast category cumulative rollup names.
• Customize forecasts pages using Lightning App Builder.
• Use built-in charts to see changes to the current forecast period and review trends across past forecast periods.
• And more!
Implement Collaborative Forecasts

Set up the required features to start forecasting using Salesforce and enable additional features as
EDITIONS
you’re ready. Give forecast managers, reps, and others who need it access to the forecasts page
and the features that they need. Available in: both Salesforce
Setting Up Collaborative Forecasts orgs) and Lightning
Set up Salesforce so that your sales team can get the most from Collaborative Forecasts. Experience
Setting Up Users for Collaborative Forecasts Available in: Professional,

Sales reps, sales managers, and sales executives need permission to use Collaborative Forecasts Performance, and
and access to the Forecasts tab. They must also be part of the forecast hierarchy. Developer Editions and in
Enterprise and Unlimited
Getting the Most from Collaborative Forecasts Editions with the Sales Cloud
To help users get the most from the forecasting information that they see, customize the
forecasts page layout, allow for adjustments to forecasts, setup quotas, and more.
Considerations for Disabling Collaborative Forecasts Features
Before you disable Collaborative Forecasts or any of its features, find out how data is affected.
Setting Up Collaborative Forecasts

Set up Salesforce so that your sales team can get the most from Collaborative Forecasts.
EDITIONS
Turn On Collaborative Forecasts and Define Forecasts Settings Available in: both Salesforce
Starting in Winter ‘24, Collaborative Forecasts is automatically enabled with default settings Classic (not available in all
configured for you. In orgs created before Winter ‘24, you can manually enable Collaborative orgs) and Lightning
Forecasts and take advantage of the same default settings. To update the configuration to meet Experience
your business processes, visit the Forecasts Settings page in Salesforce Setup. Available in: Professional,
Defining Forecast Types in Collaborative Forecasts Performance, and
Use forecast types to specify how Salesforce calculates forecasts. Each forecast type presents Developer Editions and in
projected sales from a different perspective.
Choosing How Opportunities Rollup to Forecasts
Specify how your sales team rolls up opportunities into forecasts.
SEE ALSO:
Collaborative Forecasts Implementation Guide
375

Starting in Winter ‘24, Collaborative Forecasts is automatically enabled with default settings
EDITIONS
configured for you. In orgs created before Winter ‘24, you can manually enable Collaborative
Forecasts and take advantage of the same default settings. To update the configuration to meet Forecasts Settings available
your business processes, visit the Forecasts Settings page in Salesforce Setup. in: Lightning Experience
Before you start, make sure that you’re working in Lightning Experience.
Forecasts Hierarchy
1. From Setup, in the Quick Find box, enter Forecasts Settings, and then select Forecasts available in: both Salesforce
Settings. Classic (not available in all
orgs) and Lightning
2. If Collaborative Forecasts isn’t enabled, enable it.
Experience
These defaults are set for you. You can adjust these settings to meet your business requirements.
Option Description Performance, and
Developer Editions and in
Forecast Type A forecast type with the following parameters is created for you.
Object: Opportunity Editions with the Sales Cloud
Measure: Amount
Date: Close date USER PERMISSIONS
Hierarchy: User To view the Forecasts
Role Filters: None Settings page:
• View Setup and
Custom Columns: Gap to Quota, Pipeline Coverage Configuration
You can modify the opportunity list, select the columns to show in AND
the forecast summary, apply filters, and modify the custom columns
View All Forecasts OR
for that type. Or, create your own types to meet your business needs. Allow Forecasting OR
If your org existed before Winter ’24, make sure that the default type delegated forecast
is activated as part of your settings review. manager
To edit the Forecasts Settings

Adjustments Manager Adjustments page:
Forecast Rollups Cumulative Category Rollups • Customize Application
To enable forecasts users:
Currency Org Currency
• Manage Internal Users
Date Range Forecast Period: Monthly AND
Starting On: Current Month
Extending for: 1 month
Show Quotas Selected

The forecasts page includes a quota column, attainment percentages,
and progress bars. Be sure to enter your quota data in the Forecasts
Quota page in setup.
3. To complete your forecast setup, give access to the users who forecast on page 389 and add them to the forecast hierarchy on page
425.
To get the most out of forecasts in Salesforce, set up forecast quotas, and review the other customizable options to fit your business. We
also recommend turning on historical trending on page 410 for the ForecastingItem, and setting the retention period to 13 months.
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Historical data gives sales leaders the data required to populate forecast charts and reports, and to show highlights about changes in
forecast values in the last 7 days.
SEE ALSO:
Forecast Hierarchy in Collaborative Forecasts
Defining Forecast Types in Collaborative Forecasts

Use forecast types to specify how Salesforce calculates forecasts. Each forecast type presents projected sales from a different perspective.
Forecast Types in Collaborative Forecasts

Forecast types represent your sales teams’ projected sales from a different perspective. Each type can be set up to use different data,
measures, dates, and filters to gather the forecast information that is most relevant to your business.
Group Sales Forecasts to Match Your Business
Group forecasts into segments that make sense for your business. For example, define forecast groups that represent the industries
your products and services serve or your company’s business units. You can also group sales forecasts by product family.
Create and Activate Forecast Types in Collaborative Forecasts
Let your sales team choose between forecast types to project sales from multiple perspectives.
Schedule and Product Date Forecasts
Base forecasts on schedule and product dates to reflect your business model. Schedule and product date forecasts are available in
Lightning Experience only.
Territory Forecasts
If your sales team uses Sales Territories, Collaborative Forecasts, and Lightning Experience, they can forecast by territory. Territory
forecasts give your team a snapshot of how expected sales compare between territories. Want to know which territory has the most
closed deals this month? Or which territory is lagging in software deals? Use territory forecasts to find out.
Guidelines for Showing Opportunity Fields in Forecasts Pages
When a rep selects a forecast in the forecasts grid, a list of opportunities that roll up to that forecast appears below the forecast
summary. Refer to our guidelines when you’re choosing the fields to show as columns in the opportunity list.
SEE ALSO:
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Forecast types represent your sales teams’ projected sales from a different perspective. Each type
EDITIONS
can be set up to use different data, measures, dates, and filters to gather the forecast information
that is most relevant to your business. Available in: Lightning
Each forecast type can be set up to use different data, including the object to base the forecast on, Experience
the field to roll up (measures), and how to group the forecast (date type). To refine the data that’s
included in the forecast, add filters.
Performance, and
Tip: A default forecast type is defined for you based on the Opportunity object. The default Developer Editions and in
type measures on the Amount field, by close date, and is based on the user role hierarchy. Enterprise and Unlimited
You can modify the opportunity list, select the columns to show in the forecast summary, Editions with the Sales Cloud
apply filters, and modify the custom columns for that type. Or, create your own types to meet Custom measure forecasts
your business needs. available in: Performance,
Enabling multiple forecast types allows a different combination of the data shown for each forecast. Enterprise, and Unlimited
Users can switch between active forecast types on the forecasts page. You can have up to four Editions with the Sales Cloud
active forecast types at one time. If you require more active forecast types, contact Salesforce
Customer Support.
Review the options for creating forecast types. Depending on how Salesforce is set up, not every option is available.
Object Measure Group Date Type Hierarchy

Opportunity • Amount (revenue) Custom picklist • Close date • Territory
• Quantity • Custom date • User role
• Custom currency
(revenue) or number
(quantity)
Opportunity Product • Total price (revenue) • Custom picklist • Close date • Territory*
(Used for product family grouping • Quantity • Product family • Custom date • User role
and required for product date
• Custom currency • Product date*
forecasts)
(revenue) or number
(quantity)
Opportunity Split • Amount (used with N/A • Close date • User role
(Required for opportunity splits revenue, overlay, and • Custom date
forecasts) custom currency split
types)
• Custom currency
(revenue)
Opportunity Product Split** • Amount (used with Product Family • Close date • User role
(Required for opportunity product revenue, overlay, and • Custom date
splits forecasts) custom currency split
types)
• Custom currency
(revenue)
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Object Measure Group Date Type Hierarchy

Line Item Schedule • Revenue Product family • Schedule date • Territory
(Used for product family grouping • Quantity • User role
and required for schedule date
• Custom currency
forecasts)
(revenue) or number
(quantity)
*When forecasting by Opportunity Product (total price or quantity) for territory hierarchy, the Opportunity Product Date isn’t supported.
Opportunity Close Date is supported.
**Supported by product family only.
Product Families
If your company groups its products and services into families and wants to forecast based on those families, keep these considerations
in mind.
• If you’re using Lightning Experience, you choose the product families to forecast on. The more product families you choose, the
more rows appear in the forecasts grid. The forecasts grid shows up to 2,000 rows.
• The Forecasted Amount column in the opportunity list on the forecasts page shows the product family totals, not the overall
opportunity totals that roll up into the forecast amounts. We recommend that you add this column to the opportunity list.
• Forecast users can view individual product family forecasts for users they have access to view.
• We recommend completing the Product Family field on each product record. Forecasts for products without a Product Family value
appear in a forecast row titled Products Not Categorized. If an opportunity lacks products, the opportunity amount or quantity also
appears in this row.
• Product family forecast totals aren’t available in Salesforce Classic. If users adjust their product family forecasts in Lightning Experience,
not every total in the Salesforce Classic forecasts grid reflects the adjustments.
• In Salesforce Classic, a manager’s own product family forecasts aren’t available, so they can’t be adjusted.
• You can set separate product family quotas for each sales rep but not a single quota for each sales rep.
Forecast Groups with Custom Picklists

You can group forecasts into segments other than product families that make sense for your business. For example, define forecasts to
group by industry or business unit. Keep these considerations in mind.
• Forecast groups are available for forecast types based on the Opportunity and Opportunity Product objects.
• Custom, single-selection picklist fields on the Opportunity, Opportunity Product, or Product objects are available as forecast groups.
Make your group and group value selections as you define the forecast type.
• We recommend completing the picklist field on each opportunity record. To include items that don’t have a value selected for the
picklist, select Not Categorized when you select the group values for the forecast type.
• If a picklist selected as a forecast group in a forecast type is deactivated, forecasts continue to include opportunities that have a value
selected for the picklist.
• Forecast groups using custom picklists aren’t available in Salesforce Classic or in the Salesforce mobile app.
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Opportunity Revenue Splits

If your sales team uses team selling and opportunity splits, use an opportunity splits revenue forecast. Keep these considerations in mind.
• You must have team selling, opportunity splits, and the revenue split type enabled.
• In Salesforce Classic, an opportunity that contains only a single 100% revenue split shows “--” for the split percentage in the opportunity
list.
Opportunity Product Splits

If your sales team uses team selling and opportunity product splits, use an opportunity product splits revenue forecast. Keep these
considerations in mind.
• You must have team selling and opportunity product splits enabled.
• Forecasts for opportunity product splits are available with product families only. To forecast on opportunity product splits without
product families, use the opportunity split object instead.
Overlay Splits
Use overlay splits to track revenue from sales team members who help close opportunities but aren’t directly responsible for them.
• You must have team selling, opportunity splits, and the overlay split type enabled.
• The overlay splits on a specific opportunity aren’t required to total 100%.
Custom Measures
If you have custom currency or number fields on the Opportunity, Opportunity Product, Opportunity Split, or Line Item Schedule object,
you can forecast on the values in those fields.
• To forecast on revenue, use a custom currency field.
• To forecast on quantity, use a custom number field.
Custom Dates
If you have custom fields based on the Date type on the Opportunity object, you can forecast using those dates for forecasts based on
the Opportunity, Opportunity Product, and Opportunity Splits objects.
Expected Revenue
If the value of the Amount field and the actual revenue brought in by the opportunity often differ, the Expected Revenue field on
opportunities is useful. If your sales team anticipates this difference, consider using the Expected Revenue field and forecasting on it.
• You can forecast on revenue but not quantity.
• You can forecast on the Expected Revenue field regardless of whether you use opportunity splits with it.
• Regardless of whether you use splits with the Expected Revenue field, you must enable team selling, opportunity splits, and a custom
split type for it.
Territories
If you use Sales Territories, you can forecast based on the territory hierarchy. Territory forecasts are available in Lightning Experience and
the Salesforce mobile app for your active territory model only. When territory forecasts are enabled, the forecasts page shows the
following.
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• Forecast rollups based on the territories assigned to each opportunity

• Forecasts for the territories that the user is assigned to
• Territory forecasts shared to the user
• The opportunities included in territory forecasts, regardless of whether the opportunity owner is assigned to the territory
Territory forecasts are based on your territory hierarchy, not your user role hierarchy, as other forecast types are. Users switch from
role-based forecasts to territory-based forecasts by selecting a territory forecast type as a tab on the forecasts page.
In territory forecasts, an opportunity is rolled up into one territory forecast only. If you use opportunity splits in a team selling scenario,
each split on the opportunity only rolls up to one territory.
Filtering Opportunity Data from Forecast Types

To include or exclude opportunity data from a forecast type, add a custom filter. Filters allow sales reps to roll up a separate forecast by
record type, number, currency, and picklists. For example, you can set up a custom filter for a forecast type that includes only renewal
opportunities.
When creating or modifying custom filters, keep these considerations in mind.
• Filter definitions aren’t editable after activating or reactivating the forecast type.
• Legacy forecast types that come ready-to-use with Forecasting don’t support custom filters.
• Filter definitions support up to three conditions and use the AND operator only.
• You can’t use custom multiselect picklist fields in custom filters.
• When you’re filtering on currency fields and you have a single currency enabled, the absolute value is used in the filter condition. If
you have multiple currencies enabled, the corporate currency is used in the filter condition.
SEE ALSO:
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Group Sales Forecasts to Match Your Business

Group forecasts into segments that make sense for your business. For example, define forecast
EDITIONS
groups that represent the industries your products and services serve or your company’s business
units. You can also group sales forecasts by product family. Available in: Lightning
Experience
Group Forecasts by Custom Picklist Available in: Professional,
If your business model includes groups that sales managers use to forecast sales, use custom Performance, and
single-selection picklists to define a forecast group. Then, define forecast types that group forecast Developer Editions and in
rollup totals by the picklist’s values. Grouping forecasts using a custom picklist is available for forecast Enterprise and Unlimited
types created in Spring ’24 or later that are based on the Opportunity and Opportunity Product Editions with the Sales Cloud
objects.
1. From Object Manager, add a custom single-selection picklist to the Opportunity, Opportunity USER PERMISSIONS
Product, or Product object. You can also use a preexisting custom single-selection picklist. Make
sure the picklist is available on the page layouts that your sales reps and forecast managers use. To define picklists and edit
product families:
2. From Setup, in the Quick Find box, enter Forecasts Settings, and then select Forecasts
Settings.
To create and manage a
3. In the Available Forecast Types section, create a forecast type based on the Opportunity or forecast type:
Opportunity Product object. If you added the picklist to the Product object, create the forecast • Customize Application
using the Opportunity object.
AND
4. As you complete the forecast type setup flow, select the picklist to group by and select the View Setup and
values from the picklist to show in the forecast type. Configuration
You can select up to 50 values from the identified custom picklist to include in the forecast.
5. To see the group selection for each opportunity, add the picklist field as a column in the
opportunity list for the forecast type.
6. Save your changes, and then activate the forecast type.
Group Forecasts by Product Families

If your company groups its products and services into product families such as Hardware and Software, you can group forecasts using
families instead of a custom picklist. Grouping forecasts by product family is available for forecasts based on the Opportunity Product,
Line Item Schedule, and Opportunity Product Split objects.
The product families you select to use in forecasts apply to all forecast types that are grouped using product families. If you require
separate groups for each forecast type, use custom picklists instead.
1. In Object Manager, define your company’s product families in the Product Family field on the Product object.
2. From Setup, in the Quick Find box, enter Forecasts Settings, and then select Forecasts Settings.
3. Ensure that at least one forecast type that groups by product family is active.
4. In Forecasts Settings, in the Manage Product Family Groupings section, select the product families that you want to include in
forecasts.
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SEE ALSO:
Create a Custom Picklist Field

Let your sales team choose between forecast types to project sales from multiple perspectives.
EDITIONS
Forecast types start with selecting the object you want to forecast on. Before creating a forecast
type, make sure that you’re working in Lightning Experience and that Collaborative Forecasts is Available in: Lightning
turned on. Also make sure that the object you want to use in the forecast type is set up correctly. Experience
Check your field-level security settings, and make sure that the opportunity Amount and Quantity
fields, and any fields you want to forecast on are visible.
Performance, and
In addition, check the following based on the object you plan to use. Developer Editions and in
• To forecast on Opportunity Split, make sure that opportunity splits are enabled.
• To forecast on Opportunity Product Split, make sure that opportunity product splits are enabled.
Custom measure forecasts
• To forecast on Line Item Schedule, make sure that product schedules is enabled, and that the
Service Date field on OpportunityLineItem or the Product Family field on Product2 is available.
Edition and in Unlimited
• To group forecasts into unique segments, make sure that you have custom picklists defined or Edition with the Sales Cloud
product families defined.
1. From Setup, in the Quick Find box, enter Forecasts Settings, and then select Forecasts USER PERMISSIONS
Settings.
2. In the Available Forecasts Types section, click Create a Forecast Type and follow the onscreen To create and manage a
forecast type:
setup flow to define and save the forecast type.
3. To complete the setup flow, click Done. AND View Setup and
The new forecast type appears in the list of available types on the Forecasts Settings page. Your Configuration
new type has an inactive status.
4. To make the new forecast type available on the forecasts page, return to the Forecasts Settings page and select Activate from the
quick actions for the forecasts type.
You can have up to four active forecast types at one time. If you require more active forecast types, contact Salesforce Customer
Support. To edit an active forecast, such as changing the custom columns, or choosing the columns to display, select the action you
need from the quick actions list for the active forecast. Filter definitions aren’t editable after activating or reactivating a forecast type.
If you select to group by product family, return to Forecasts Settings and select the families to use in the Manage Product Family Groupings
section.
Warning: Deactivating a forecast type deletes the related forecasting data If the forecast type is reactivated, the filter definitions
aren’t editable.
SEE ALSO:
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Schedule and Product Date Forecasts

Base forecasts on schedule and product dates to reflect your business model. Schedule and product
EDITIONS
date forecasts are available in Lightning Experience only.
How Schedule Date Forecasts Differ from Close Date Forecasts Experience
When you forecast by schedule date, Salesforce uses the values from a product schedule’s Date Available in: Professional,
field and its Revenue, Quantity, or custom measure field to calculate forecasts. Performance, and
Example: A $12,000 opportunity has a close date of June 30, 2018, with $1,000 revenue
scheduled monthly.
• If you forecast by close date, forecasts for the month of June include $12,000 for the
opportunity.
• If you forecast by schedule date, forecasts for the month of June include $1,000 for the
opportunity.
How Product Date Forecasts Differ from Close Date Forecasts

When you forecast by product date, Salesforce uses the values from each opportunity product’s Date field and its Total Price, Quantity,
or custom measure field to calculate forecasts.
Example: A $10,000 opportunity has a close date of June 30, 2018 and two products: laptops for $4,000 and desktops for $6,000.
The $4,000 product date is June 30, 2018. The $6,000 product date is May 31, 2018.
• If you forecast by close date, forecasts for the month of May don’t include an amount for this opportunity. Forecasts for the
month of June include $10,000 for this opportunity.
• If you forecast by product date, forecasts for the month of May include $6,000 for this opportunity. Forecasts for the month of
June include $4,000 for this opportunity.
Amounts on the Forecasts Page

When you forecast by schedule or product date, the Forecasted Amount column in the opportunity list shows the amounts that contribute
to forecasts, not the overall opportunity amounts.
Forecasting Reports
When you forecast by schedule or product date, custom report types with Forecasting Items as the primary object show the schedule-date
and product-date forecast values.
Territory Forecasts
If your sales team uses Sales Territories, Collaborative Forecasts, and Lightning Experience, they can
EDITIONS
forecast by territory. Territory forecasts give your team a snapshot of how expected sales compare
between territories. Want to know which territory has the most closed deals this month? Or which Available in: Lightning
territory is lagging in software deals? Use territory forecasts to find out. Experience
When territory forecasts are enabled, the forecasts page shows the user the following.
Available in: Developer and
• Forecast rollups based on the territories assigned to each opportunity Performance Editions and
• Forecasts for the territories that the user is assigned to in Enterprise and Unlimited
• Territory forecasts shared to the user Editions with the Sales Cloud
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• The opportunities included in territory forecasts, regardless of whether the opportunity owner is assigned to the territory
Users can also drill down to:
• Child territories’ forecasts.
• An individual rep’s forecasts for a territory if the territory doesn’t have a forecast manager.
Territory forecasts are based on your territory hierarchy, not your user role hierarchy, as other forecast types are. Users switch from
role-based forecasts to territory-based forecasts by selecting a territory forecast type as a tab on the forecasts page.
In territory forecasts, an opportunity is rolled up into one territory forecast only. If you use opportunity splits in a team selling scenario,
each split on the opportunity only rolls up to one territory.
Warning: Deleting or archiving a territory model deletes the related forecast data. We recommend running the opportunity
territory assignment filter and taking screenshots of the forecasts page. You can also export forecasting data, or create a snapshot
before deleting or archiving a territory model. When you activate another territory model, you must add a territory forecast type
for it.
Who Sees What

• A territory’s forecast manager can view the forecasts for that territory. If the territory has other users assigned, those users can’t view
that territory’s forecasts. Those users’ opportunities are rolled up into the territory’s forecasts and aren’t grouped by user.
• If a forecast manager is assigned, the territory’s opportunities roll up into the territory forecast, not the individual users’ forecasts. If
no forecast manager is assigned, the opportunities are grouped based on the individual users within the territory.
• A “holdout” scenario occurs when a user owns an opportunity that’s assigned to a territory but the user isn’t assigned to the territory.
For example, you own the Smith & Co. opportunity, and it’s assigned to your California territory, but you’re not assigned to the
California territory. In this scenario, the opportunity list includes the opportunity, and the user appears in the forecasts grid but isn’t
searchable.
• Forecast managers can share their forecasts with any Salesforce user at their company. When sharing, they specify whether a coworker
can make adjustments or only view the shared forecasts. Forecast managers can’t share their summary view.
• Forecast users can see all their territory forecasts in the single-page summary view. The view shows forecasts for the top-level
territories that users are assigned to in each branch of the territory hierarchy. Then users drill down to see their assigned child
territories and the other child territories of the top-level territories. And if you’re using product family territory forecasts, summary
view makes it easy to see how multiple territories’ forecasts roll up to a product family total.
For example, let’s say your territory hierarchy has three branches: Canada, Mexico, and US. Canada and US have child territories. And
every territory except Quebec has a forecast manager assigned, shown here in parentheses.
– Canada (Amy)
• Ontario (Amy)
• Quebec (No forecast manager. Dan and Kim are assigned as reps.)
– Mexico (Kim)
– US (Dan)
• CA (Amy)
– LA (Kim)
– SAC (Amy)
– SF (Dan)
With your territory hierarchy set up this way:

– Amy sees forecasts for Canada and CA.
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– Dan sees forecasts for Quebec and US.

– Kim sees forecasts for Quebec, Mexico, and LA.
Then Amy and Dan can drill down to child territory forecasts. For example, Amy can get forecasts for Ontario and SAC. For Kim, no
child territory forecasts are available.
SEE ALSO:
Sales Territories Concepts
Considerations for Managing Territory Forecasts
Guidelines for Showing Opportunity Fields in Forecasts Pages

When a rep selects a forecast in the forecasts grid, a list of opportunities that roll up to that forecast
EDITIONS
appears below the forecast summary. Refer to our guidelines when you’re choosing the fields to
show as columns in the opportunity list. Available in: Lightning
• Select up to 15 standard and custom fields to appear as columns in the opportunity list for each Experience
enabled forecast type. Include the Opportunity Name field, which is required. We also
recommend adding Forecast Category to the list.
Performance, and
• Although you can add a Text Area (Rich) field to the view in forecast settings, the field type isn’t Developer Editions and in
supported in the opportunity list in Lightning Experience. Enterprise and Unlimited
• Your sales team sees the selected fields based on their field-level security settings. If you add Editions with the Sales Cloud
an opportunity field to the opportunity list, and the field isn’t visible to Collaborative Forecasts
users, check the field-level security setting for the specific user profile and field. If the forecast
is based on that field, the Forecasted Amount column shows the value of the field or the value of the field’s split that contributes to
the forecast, regardless of field-level security.
• When selecting fields, consider the fields that are used in the forecast rollup. Depending on whether your forecast type uses revenue,
quantity, or a custom measure, consider adding the Amount, Quantity, or custom field to the list.
• If you’re forecasting on the Opportunity or Opportunity Product object, the Amount field appears by default. If you’re forecasting
on the Opportunity Product or Line Item Schedule object, we recommend adding the Forecasted Amount field. If you’re forecasting
on the Opportunity Split object, the Forecasted Amount and Split % fields appear by default. You can change the selected fields for
each forecast type even after the forecast type has been activated. Depending on whether your forecast type uses the revenue or
quantity measurement, consider adding Forecasted Amount, Amount, or Quantity to the opportunity list.
Choosing How Opportunities Rollup to Forecasts

Specify how your sales team rolls up opportunities into forecasts.
EDITIONS
Forecast Rollup Methods in Collaborative Forecasts Available in: Lightning

Learn about methods for rolling up opportunities into forecasts for your sales teams. Experience
Select a Forecast Rollup Method in Collaborative Forecasts Available in: Professional,

Choose between cumulative rollup columns or single category columns. Single category rollups Performance, and
are selected by default, but you can change this setting as needed. Developer Editions and in
SEE ALSO:
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Forecast Rollup Methods in Collaborative Forecasts

Learn about methods for rolling up opportunities into forecasts for your sales teams.
EDITIONS
• Single forecast category rollups combine the opportunities within each forecast category into
separate forecasts for each category. Available in: both Salesforce
• Cumulative forecast rollups combine opportunities from multiple forecast categories into Classic (not available in all
cumulative forecast categories. This setting is the default. orgs) and Lightning
Experience
Watch a video to learn how cumulative rollups work.
Watch a video Performance, and
Note: The examples in this topic use the four forecast categories that are enabled by default. Enterprise and Unlimited
You can show a Most Likely category in Lightning Experience, rename single category rollups, Editions with the Sales Cloud
and rename cumulative rollups. When added, Most Likely appears in the forecasts grid between
Commit and Best Case.
Rollup Method Column Name on the Forecasts Page Opportunities That Roll Up to It
Single Category Pipeline Pipeline
Best Case* Best Case
Commit* Commit
Closed Closed
Cumulative Open Pipeline • Pipeline

• Best Case
• Commit
Best Case Forecast • Best Case

• Commit
• Closed
Commit Forecast • Commit

• Closed
Closed Only Closed
* If forecasts adjustments are enabled and configured to show in columns, these column names are My Best Case and My Commit,
respectively.
Advantages of Cumulative Forecast Rollups

With single category rollups, each total and subtotal represents opportunities from only one of the forecast categories. With this type
of rollup, if forecast users want to see the total that they’re going to bring for the month or quarter, they add the Best Case, Commit, and
Closed forecasts together.
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Example: Single Category Rollups

Forecast amounts Closed Commit Best Case Pipeline
$50 $100 $150 $200
Opportunities Closed Commit Best Case Pipeline
$50 • $50 • $50 • $50

• $50 • $50 • $50
• $50 • $50
• $50
With cumulative rollups, the forecast columns show cumulative amounts from the opportunities in the named forecast category and
subsequent categories in your sales pipeline. This view makes it easy for sales team members to see the total numbers that they’re likely
to bring in without combining the category totals themselves.
For example, this table shows the cumulative forecast rollup amounts when there are four Pipeline, three Best Case, two Commit, and
one Closed opportunity, each worth $50.
Example: Cumulative Rollups

Forecast amounts Closed Only Commit Forecast Best Case Forecast Open Pipeline
$50 $150 $300 $450
Opportunities Closed Commit Best Case Pipeline
$50 • $50 • $50 • $50

• $50 • $50 • $50
• $50 • $50
• $50
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Select a Forecast Rollup Method in Collaborative Forecasts

Choose between cumulative rollup columns or single category columns. Single category rollups
EDITIONS
are selected by default, but you can change this setting as needed.
Warning: Switching from one rollup method to another deletes adjustments for all active Available in: Lightning
forecast types. Experience
Before you start, make sure that you’re working in Lightning Experience and that Collaborative Available in: Professional,
Forecasts is turned on. Performance, and
1. From Setup, in the Quick Find box, enter Forecasts Settings, and then select Forecasts Enterprise and Unlimited
Settings. Editions with the Sales Cloud
2. In the Manage Forecast Rollups section, click Edit, and select how to organize forecast categories
in rollups.
USER PERMISSIONS
To view the Forecasts
Settings page:
Setting Up Users for Collaborative Forecasts • View Setup and
Configuration
Sales reps, sales managers, and sales executives need permission to use Collaborative Forecasts
and access to the Forecasts tab. They must also be part of the forecast hierarchy. AND
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience Allow Forecasting OR
delegated forecast
Available in: Professional, Performance, and Developer Editions and in Enterprise and manager
Unlimited Editions with the Sales Cloud
page:
Give Users Access to Collaborative Forecasts
Give all users who review and interact with sales forecasts user permission to access the forecast
features and access to the Forecasts tab.
Define Forecast Managers and Their Subordinates
The forecasts hierarchy is a nested, expandable list of forecast managers and subordinates that determines how forecasts roll up
within your company and who can view and adjust them. The forecast hierarchy is based on the user role hierarchy, or the territory
hierarchy if territory forecasts are enabled. To ensure that everyone has access to the forecasts they need, keep your forecast hierarchy
up to date.
Enable Partner Portal Users to Add Opportunities in Collaborative Forecasts
If your sales team works with partners, you can include the forecasts from partner user opportunities and add partner portal users
to your team’s role-based forecast hierarchy. Your partner portal users can’t access the Forecasts page or its functionality.
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Give Users Access to Collaborative Forecasts

Give all users who review and interact with sales forecasts user permission to access the forecast
EDITIONS
features and access to the Forecasts tab.
Assign the Allow Forecasting Permission to Forecast Users Classic (not available in all
orgs) and Lightning
By assigning permission to individual users, you retain granular control over access even if multiple Experience
groups use the same profile. For example, if you have an Accounts Payable clerk and a sales manager
assigned to the Standard User profile, you probably want to give forecasting ability to the sales Available in: Professional,
manager but not to the clerk. Performance, and
Assigning users to a role in the forecast hierarchy also assigns the Allow Forecasting permission. Enterprise and Unlimited
You can assign the permission to individual users via their user record. Editions with the Sales Cloud
1. From Setup, in the Quick Find box, enter Users, and then select Users.
2. For each user that you want to enable, click Edit. USER PERMISSIONS
3. Under General Information, select Allow Forecasting.
4. Save your changes. • Manage Users
Enabled users are listed in your forecast hierarchy. When you configure your role-based forecast AND
hierarchy, you can enable more users or disable users. Customize Application
Note: Users need the View Roles and Role Hierarchy permission to access role-based forecasts To add a tab to an app:
in Lightning Experience. This permission is assigned to all forecast users by default. The View • Customize Application
Roles and Role Hierarchy permission is enabled for all Standard user types (full CRM license
To manage user profiles:
with user type S) and standard and custom profiles. You can also enable the permission for
• Manage Profiles and
Power Customer Success (type C) and Power Portal User (type P) users. In addition, enabling Permission Sets
the following user permissions automatically enables View Roles and Role Hierarchy.
• View Setup and Configuration
• View All Forecasts
• Override Forecasts
• Delegated External Portal User
Add a Forecasts Tab

Ensure that each user who has permission to use forecasts also has access to the Forecasts tab, which contains the forecast details.
1. To add the Forecasts Tab to a Lightning App, from Setup, in Lightning Experience, in the Quick Find box, enter App Manager,
select App Manager, and then click the Edit quick action for your Lightning app. Then click Navigation Items.
In Salesforce Classic, click + and then Customize My Tabs.
2. Move Forecasts from the Available column to the Selected column.

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You can also add the Forecasts tab by setting it to Default On in each user profile.
SEE ALSO:
Tab Settings
View and Edit Tab Settings in Permission Sets and Profiles
Define Forecast Managers and Their Subordinates

The forecasts hierarchy is a nested, expandable list of forecast managers and subordinates that
EDITIONS
determines how forecasts roll up within your company and who can view and adjust them. The
forecast hierarchy is based on the user role hierarchy, or the territory hierarchy if territory forecasts Available in: both Salesforce
are enabled. To ensure that everyone has access to the forecasts they need, keep your forecast Classic (not available in all
hierarchy up to date. orgs) and Lightning
If you plan to use role-based forecasts, do the following to ensure everyone can see their forecasts. Experience
• Set up your user role hierarchy. Available in: Professional

• Assign a forecast manager to the top level of the forecast hierarchy. (role-based forecast
hierarchy only),
• Verify that each sales manager with subordinates is designated as a forecast manager. Performance, and
If you plan to use territory forecasts, assign a forecast manager to every territory for which you want Developer Editions and in
to show rolled-up forecasts. Enterprise and Unlimited
1. From Setup, in the Quick Find box, enter Forecasts Hierarchy, and then select
Forecasts Hierarchy.
2. To see the available roles, click Expand All.
3. Click Enable Users, and then move users between the Available Users and Enabled Users lists. If you enabled a user page to allow
forecasting, the user’s name appears in the Enabled Users list.
4. To select a forecast manager for each manager role in the role-based hierarchy, click Assign Manager or Edit Manager next to the
role, and then select a name from the Forecast Manager dropdown list.
6. If you’ve enabled territory forecasts, assign forecast managers to territories.
As roles or users change in your company, be sure to update the forecast hierarchy to reflect the correct forecast managers. If a user
assigned as a forecast manager is deactivated or removed from Salesforce, or is removed from a role or territory, forecast numbers don't
roll up correctly.
SEE ALSO:
Enable Adjustments
Assign the Allow Forecasting Permission to Forecast Users
391
Enable Partner Portal Users to Add Opportunities in Collaborative Forecasts

If your sales team works with partners, you can include the forecasts from partner user opportunities
EDITIONS
and add partner portal users to your team’s role-based forecast hierarchy. Your partner portal users
can’t access the Forecasts page or its functionality. Available in: both Salesforce
1. Make sure that you’ve done the following. Classic (not available in all
orgs) and Lightning
• Enabled partner portals.
Experience
• Created a partner portal.
• Created a partner profile and assigned it to your partner portal.
Performance, and
• Enabled an account as a partner, and enabled partner portal login for a contact of that Developer Editions and in
account. Enterprise and Unlimited
2. From Setup, in the Quick Find box, enter Users, and then select Users
3. Select the partner portal contact that you created.
USER PERMISSIONS
4. Make sure that Active and Allow Forecasting are selected.
5. Enable the partner portal user in the role-based forecast hierarchy. Make sure that the person
• Manage Internal Users
is assigned to an active forecast manager in the role-based forecast hierarchy.
AND
SEE ALSO:
Collaborative Forecasts Concepts To assign partner profiles to
partner portals:
Getting the Most from Collaborative Forecasts

To help users get the most from the forecasting information that they see, customize the forecasts
EDITIONS
page layout, allow for adjustments to forecasts, setup quotas, and more.
Customizing Your Forecasts Page Classic (not available in all
Tailor your forecasts page to meet your business needs. orgs) and Lightning
Experience
Allow Forecast Adjustments and Manager Judgments in Collaborative Forecasts
Help your sales team produce the most accurate sales forecast possible. Enable managers or Available in: Professional,
forecast users to adjust rollup values and first-line forecast managers to apply their judgment Performance, and
to opportunities that their direct reports own in Collaborative Forecasts. Manager judgments Developer Editions and in
are supported for forecast types based on opportunity, opportunity product, and line item
schedule objects only.
Setting Up Quotas in Collaborative Forecasts
Set up quotas so that users can see quotas and quota attainment information with their forecasts.
Setting the Forecast Currency
If your company uses multiple currencies, select whether to use your corporate currency in forecasts, or to use each forecast manager’s
personal currency.
392
Including Other Data in Custom Columns on the Forecasts Page

Make forecast decisions using all the data that matters to your business by adding custom columns to a forecast type in Collaborative
Forecasts. Custom columns can show data that’s imported and referenced, such as Stretch Quota or Internal Booking Target, or a
calculated value, such as gap to quota. Having all the information in one place helps you create more precise forecasts without
having to turn to other resources.
Set Up Historical Data for Forecast Charts
To give sales leaders the data they need in charts in Collaborative Forecasts, ensure that historical trending is on for Forecasting Item.
Also verify that the retention period is set appropriately.
Forecasts rely on how picklist values map between the Stage field and the Forecast Category field on opportunities. For example, if
you map the Negotiation/Review stage to the Best Case forecast category, the amounts of your opportunities in Negotiation/Review
are included in your Best Case forecast amount. If the stage of an opportunity changes, the probability and forecast category also
change.
Customizing Your Forecasts Page

Tailor your forecasts page to meet your business needs.
EDITIONS
Build Custom Forecasts Pages That Work for Your Business Available in: both Salesforce
Using Lightning App Builder, create custom forecasts pages that include all the information Classic (not available in all
your sales leaders require to drive accurate forecasts that support your unique business needs. orgs) and Lightning
Build pages that contain standard and custom components that fit your unique sales process. Experience
Define Your Company’s Forecast Date Range Available in: Professional,

The forecasts grid shows forecasts for individual months or quarters and a range of months or Performance, and
quarters, depending on your settings. A one month forecast period is set for you, but you can Developer Editions and in
change the range as needed.
Customize Forecast Categories in Collaborative Forecasts
A forecast category is the category within the sales cycle to which an opportunity is assigned
based on its opportunity stage. The standard forecast categories are Pipeline, Best Case, Commit, Omitted (not included in forecasts),
and Closed. Salesforce admins can add a Most Likely category in Lightning Experience and rename categories in both single category
rollups and cumulative category rollup scenarios.
Show, Hide, and Reorder Forecast Columns
Customize the display of most standard and custom forecast columns on the forecasts page. For example, you can position a custom
Most Likely column to appear next to the Open Pipeline column.
393
Build Custom Forecasts Pages That Work for Your Business

Using Lightning App Builder, create custom forecasts pages that include all the information your
EDITIONS
sales leaders require to drive accurate forecasts that support your unique business needs. Build
pages that contain standard and custom components that fit your unique sales process. Available in: Lightning
Custom forecasts pages are available for desktop only. Experience
1. Make sure that Collaborative Forecasts is enabled. Available in: Professional,
2. To navigate to Lightning App Builder, from the forecasts page, select Performance, and
Developer editions and in
Or access Lightning App Builder in Setup. From Setup, in the Quick Find box, enter App Enterprise and Unlimited
Builder, and then select Lightning App Builder. Click New, and then select Forecasts editions with the Sales Cloud
Page.
3. Add the Forecasts Header component, which viewers of the page use to select what data shows USER PERMISSIONS
in other forecast-related parts of the page. We recommend that each forecasts page contains
a header. To use Collaborative
Forecasts:
4. Add the standard and custom components that you want to include on the page.
• View All Forecasts OR
For the best experience, we recommend adding the Forecast Summary component to show Allow Forecasting OR
the actual forecast data for each period and the Forecast Opportunity List component to show Delegated forecast
the opportunities that contribute to the forecast. If Einstein Forecasting is enabled, Einstein manager status
predictions show in a slide-out panel when users select a cell in the Einstein Prediction column To create pages in Lightning
on the forecasts page. No additional components are necessary to show Einstein Forecasts App Builder:
predictions. • Customize Application
5. For each component you add to the page, select the component and configure its individual To view pages in Lightning
App Builder:
properties.
• View Setup and
6. To view and edit the page properties and to add a page description, click the empty area of Configuration
the canvas and enter the information about your page.
7. Save the page.
8. Activate the page for the org, user profile, or an app.
SEE ALSO:
Activate and Assign Custom Forecasts Pages
Considerations and Guidelines for Custom Forecasts Pages
Lightning App Builder
394
Activate and Assign Custom Forecasts Pages

After building a custom forecasts page using Lightning App Builder, activate the page and assign
EDITIONS
it so sales leaders can see and use it. The page you built doesn’t appear until it’s activated.
1. Build a forecasts page or open one in Lightning App Builder. Available in: both Salesforce
2. Save the page and click Activation.
orgs) and Lightning
3. Select how you want to activate the page and follow the prompts to complete the activation. Experience
• Set the page as the default for all users. Available in: Professional,
• Make the page the default home page for specific Lightning apps. Performance, and
• Assign the page to a combination of Lightning apps and user profiles. Developer Editions and in
4. Save the activation settings. Editions with the Sales Cloud
As your sales process or needs change, make updates to activated pages or change the activation
and assignments. Updates are reflected for users the next time they view the forecasts page. USER PERMISSIONS
To use Collaborative
SEE ALSO: Forecasts:
Considerations and Guidelines for Custom Forecasts Pages • View All Forecasts OR
Lightning App Builder Allow Forecasting OR
Delegated forecast
manager status
To create pages in Lightning
App Builder:
To view pages in Lightning
App Builder:
• View Setup and
Configuration
Considerations and Guidelines for Custom Forecasts Pages

Keep in mind important considerations and guidelines when building custom forecasts pages using
EDITIONS
Lightning App Builder.
• If a custom page isn’t active for a user’s profile or your company, a default forecasts page is used Available in: both Salesforce
and contains the forecasts components: Forecasts Header, Forecasts Summary, and Forecasts Classic (not available in all
Opportunity List. orgs) and Lightning
Experience
• Use the default template for the forecasts page type, or create your own compatible template
to change the layout. Available in: Professional,
• To work correctly, each forecasts page requires a Forecasts Header component, which includes Performance, and
the selections for data range and other settings. For the best experience, include the Forecasts Developer Editions and in
Summary and Forecasts Opportunity List components. Enterprise and Unlimited
• To avoid unnecessary scrolling when the forecasts page loads, the focus is directed to the
Forecasts Summary component. Place that component near the top of the page.
• If you include the Tab and Accordion components on your page, the components nested in those tabs don’t respond to selections
made in the Forecasts Header on the page. Tab and Accordion components work best for components that aren’t dependent on
forecasting.
• The forecasts page type supports custom Lightning Web Components and Aura components.
395
• Custom components added to a forecast page can respond to data published from the Forecasts Header, Forecasts Summary, and
Forecasts Opportunity List components. However, the forecasts components themselves aren’t able to respond to data published
from a custom component.
SEE ALSO:
Build Custom Forecasts Pages That Work for Your Business
Developer Guide: Create a Custom Lightning Page Template Component
Define Your Company’s Forecast Date Range

The forecasts grid shows forecasts for individual months or quarters and a range of months or
EDITIONS
quarters, depending on your settings. A one month forecast period is set for you, but you can change
the range as needed. Available in: Lightning
Warning: If you change the time period from monthly to quarterly or quarterly to monthly, Experience
or you change the standard fiscal year, all adjustments, manager judgments, and quotas are Available in: Professional,
purged. If you enable custom fiscal years, creating the first custom fiscal year deletes any Performance, and
quotas and adjustments in the corresponding and subsequent standard fiscal years. These Developer Editions and in
changes trigger a forecast recalculation that can take significant time, depending on the Enterprise and Unlimited
quantity of your data. Editions with the Sales Cloud
If you use custom fiscal years, your custom periods or quarters are shown. Users can forecast up to
15 months, 15 fiscal periods, or 8 quarters in the future or past. If your forecast range includes the USER PERMISSIONS
current month, period, or quarter, the forecasts page shows the current month, period, or quarter
by default. If not, the first month, period, or quarter of the range is selected. To view the Forecasts
Settings page:
The forecast date range becomes the default for all Collaborative Forecasts users. Users can use this • View Setup and
default, or they can set a different date range display for their own forecasts. After users change Configuration
their individual date range displays, Salesforce admins can’t override them. However, when changing
AND
the period display from monthly to quarterly or quarterly to monthly, the change is reflected in all
users’ forecasts. View All Forecasts OR
Allow Forecasting OR
Before you start, make sure that you’re working in Lightning Experience and that Collaborative delegated forecast
Forecasts is turned on. manager
1. From Setup, in the Quick Find box, enter Forecasts Settings, and then select Forecasts To edit the Forecasts Settings
Settings. page:
2. In the Choose a Default Date Range section, click Edit. • Customize Application
3. Select a period, when to start, and the number of periods to show.

We show a preview of your date range.
SEE ALSO:
Change Your Forecast Date Range in Collaborative Forecasts
Monthly and Quarterly Forecasts in Collaborative Forecasts
396
Customize Forecast Categories in Collaborative Forecasts

A forecast category is the category within the sales cycle to which an opportunity is assigned based
EDITIONS
on its opportunity stage. The standard forecast categories are Pipeline, Best Case, Commit, Omitted
(not included in forecasts), and Closed. Salesforce admins can add a Most Likely category in Lightning Available in: both Salesforce
Experience and rename categories in both single category rollups and cumulative category rollup Classic (not available in all
scenarios. orgs) and Lightning
Experience
Note: You can't delete or deactive standard forecast categories.
Renaming forecast
categories in cumulative
Rename Categories in Single Category Rollups rollups available in:
If you select single category rollups, update category names in the Opportunity object in Object Lightning Experience
Manager.
We strongly encourage you to update the category name only. Changing a forecast category’s API Performance, and
name can have unintended results. Developer Editions and in
1. From Setup, open the Object Manager and access the Opportunity object. Enterprise and Unlimited
2. Go to Fields & Relationships and select Forecast Category.
3. In the Forecast Category Picklist Values section, click Edit next to the category you want to
rename.
4. Enter the updated name and save your changes.
Rename Categories in Cumulative Rollups

If you select cumulative category rollups, update category names on the Forecast Settings page in Salesforce Setup.
2. In the Manage Forecast Rollups section, click Edit.
3. Ensure that Cumulative category rollups is selected.
4. Enter new category names in the table and save your changes.
Add the Most Likely Forecast Category

To classify opportunities as most likely to close, add the Most Likely forecast category.
Note: Once you add the Most Likely category, you can't delete or deactive it.
1. From Setup, open the Object Manager and access the Opportunity object.
2. Go to Fields & Relationships and select Forecast Category.
3. In the Forecast Category Picklist Values section, click New.
4. Add the label, API name, and select Most Likely as the Status Category.
Most Likely is now included as a Forecast Category picklist value on opportunities. After you map Most Likely to one or more opportunity
stages, it appears as a column between Best Case and Commit on the forecasts page.
SEE ALSO:
Find Object Management Settings
397

Customize the display of most standard and custom forecast columns on the forecasts page. For
EDITIONS
example, you can position a custom Most Likely column to appear next to the Open Pipeline column.
The time period is always the first column on the forecasts page. If quotas are enabled, the quota Available in: Lightning
column is always the second column. The lock icon indicates that you can’t reorder or hide these Experience
columns.
1. From Setup, in the Quick Find box, enter Forecasts Settings, and then select Forecasts Performance, and
Settings. Developer Editions and in
2. Under Available Forecast Types, select Select Columns to Display from the quick actions for
a forecast type.
3. Select columns to appear and reorder them as needed. Then click Done.
USER PERMISSIONS

Settings page:
• View Setup and
Configuration
AND
delegated forecast
manager

forecast type:
SEE ALSO:
Add Custom Calculated Columns to Forecasts
Considerations for Using Custom Calculated Columns
398
Allow Forecast Adjustments and Manager Judgments in Collaborative Forecasts

Help your sales team produce the most accurate sales forecast possible. Enable managers or forecast
EDITIONS
users to adjust rollup values and first-line forecast managers to apply their judgment to opportunities
that their direct reports own in Collaborative Forecasts. Manager judgments are supported for Available in: Lightning
forecast types based on opportunity, opportunity product, and line item schedule objects only. Experience
Before you start, make sure that you’re working in Lightning Experience and that Collaborative
Forecasts is turned on.
Performance, and
Enable Adjustments Enterprise and Unlimited
Allow forecast users who anticipate differences between the current forecast values and future
sales results to adjust the forecast rollup values in Collaborative Forecasts. You specify whether
forecast managers can adjust subordinates’ and child territory forecasts, whether forecast users can USER PERMISSIONS
adjust their own forecasts, or both. If multiple forecast types are active, each forecast type maintains
separate adjusted amounts.
Settings page:
1. From Setup, in the Quick Find box, enter Forecasts Settings, and then select Forecasts • View Setup and
Settings. Configuration
2. In the Enable Adjustments and Judgments section, select who can make forecast adjustments: AND
• To let forecast managers adjust the forecasts of their immediate subordinates and child View All Forecasts OR
territories, select Manager adjustments. This setting is on by default.
delegated forecast
• To let all forecast users adjust their own forecasts, including the territory forecasts that they manager
own, select Owner adjustments.
3. Select to show adjustments when you’re hovering over adjustable forecast category cells in page:
the forecast summary or show as separate columns for each adjustable forecast category. • Customize Application
Selecting to show adjustments as columns adds columns for each adjustable forecast category To enable forecasts users for
on the forecasts page. For each adjustable forecast category, up to three columns are shown. adjustments and judgments:
• Manage Users
• A column with the original forecast value before any adjustments
AND
• If owner adjustments are enabled, a column with the forecast user’s direct reports’
adjustments Customize Application
• A column with the forecast user’s own adjustments

Any notes about an adjustment are viewable when you hover over the column. If you change how to show adjustments, no
adjustment data is lost.

5. Ensure that each user who adjusts forecasts has the Override Forecasts user permission in their profile. This permission is available
in the standard profile by default.
Rename Adjustment Columns

If you select to show adjustments as columns on the forecasts page, you can change the default column names to fit your sales model
and business practices. For example, rename the My Commit column to Call or Call Number to indicate that it’s your best estimate about
the forecast.
2. Edit the Enable Adjustments and Judgments section. Ensure at least one adjustment option is selected, adjustments are shown as
columns, and that those settings are saved.
399
Click Edit in the section to expand it again, if needed.
3. After the adjustment settings are saved, see the table and update the column names for each adjustable category.
Whether you selected Manager Adjustments or Owner Adjustments determines which columns are available to rename. Ensure
that the column names you add match the category and the behavior described. If the browser window is resized, column names
are truncated. We recommend using short names.
Important: The changes you make in the table update adjustment column names only. For instructions about for changing
category names, see Customize Forecast Categories in Collaborative Forecasts on page 397.
Enable Manager Judgments

Allow forecast managers to indicate which of their subordinates’ opportunities they have high confidence of closing during the current
forecast period. To get the most benefit out of manager judgments, we recommend also enabling managers to make adjustments at
the forecast rollup level.
2. Edit the Enable Adjustments and Judgments section and select Manager Judgments.
3. To change the picklist values that are available in the Manager Judgment field in the forecasts opportunity list to meet your business
needs, edit the values in the provided table.
Ensure that the values you add match the behavior described for each value. The IN value is used to indicate opportunities that a
forecast manager feels are definitely going to close and roll up as and are part of a forecast adjustment. The OUT value indicates
opportunities that a forecast manager doesn’t want to include in the forecast and are excluded from the.roll up.
If you change the judgment values, check whether they have translations and update the translations, as needed. Any translation
values are shown in the user’s selected language on the forecasts page. For more information, see Translation Workbench. The
translated values aren’t included on the Setup page.

5. For each forecast type that you want to allow manager judgments in, edit the forecast type’s opportunity list to include the Manager
Judgment column.
For user role hierarchy forecast types, ensure that the opportunity list also includes the Owner Full Name column. For territory-based
forecast types, add the Territory Name column. To see the column in the Salesforce mobile app, make sure it’s one of the first four
columns in the opportunity list.
6. Ensure that each forecast manager has the Override Forecasts user permission in their profile. This permission is available in the
standard profile by default.
Disable Forecast Adjustments and Manager Judgments

If you no longer want forecast managers and users to adjust forecasts, or forecast managers to apply judgment to opportunities in a
forecast, disable the options in Setup. Updating user permissions isn’t required to disable either option.
Warning: Disabling forecast adjustments removes existing adjustments for all forecast types. Before disabling these features, see
Manager Judgment and Forecast Adjustment Deletions in Collaborative Forecasts.
2. Edit the Enable Adjustments and Judgments section.
3. Deselect the options you no longer want to allow.
400
SEE ALSO:
Setting Up Quotas in Collaborative Forecasts

Set up quotas so that users can see quotas and quota attainment information with their forecasts.
EDITIONS
A quota is the monthly or quarterly sales goal that’s assigned to a user or territory. A manager’s
quota equals the sales that the manager and team are expected to generate together. The quota Quotas and quota
rollup is done manually by users and managers. Quotas can use revenue, quantity, or custom management via API
measure data. If multiple types of forecasts are enabled, each forecast type maintains separate available in: both Salesforce
quota information. Classic and Lightning
Experience
Show Quota Information in Collaborative Forecasts Quota management via

Let your team see sales quotas and quota attainment percentages on the forecasts page. Salesforce setup available
in: Lightning Experience
Manage Quota Data for Collaborative Forecasts in Setup
Easily manage sales quotas without Data Loader or the API, and let your team see quotas on Available in: Professional,
the forecasts page. Performance, and
Managing Quota Data for Collaborative Forecasts from External Sources Enterprise and Unlimited
Data Loader provides a simple point-and-click method for adding, inspecting, and editing quota Editions with the Sales Cloud
data in Salesforce. APIs provide more flexibility but require you to write code.
SEE ALSO:
401
Show Quota Information in Collaborative Forecasts

Let your team see sales quotas and quota attainment percentages on the forecasts page.
EDITIONS
Forecasts is turned on on page 376. Available in: Lightning
Experience
1. From Setup, in the Quick Find box, enter Forecasts Settings, and then select Forecasts
Settings. Available in: Professional,
2. In the Show Quotas section, select Show quotas. Performance, and
3. Save your changes. Enterprise and Unlimited
Warning: If you disable Collaborative Forecasts, quotas are disabled.
If you delete or deactivate a forecast type, the related quotas are purged.
USER PERMISSIONS
SEE ALSO: To view the Forecasts

Settings page:
Manage Quota Data for Collaborative Forecasts in Setup • View Setup and
Managing Quota Data for Collaborative Forecasts from External Sources Configuration
Collaborative Forecasts Concepts AND
delegated forecast
manager

page:
402

Easily manage sales quotas without Data Loader or the API, and let your team see quotas on the
EDITIONS
forecasts page.
1. Make sure that quotas are enabled. Available in: Lightning
Experience
2. From Setup, in the Quick Find box, enter Quotas, and then click Forecasts Quotas.
3. Select the period, forecast type, and product family (if relevant) or forecast group value of the Available in: Professional,
quotas you want to add or update, and then click Show Quotas. Performance, and
4. Search for and select the users, roles, or territories whose quotas you want to manage, and then Enterprise and Unlimited
click Edit Selected Rows. You can also click the pencil icon to edit quota and currency fields. Editions with the Sales Cloud
5. Enter quotas, and then save your changes.
USER PERMISSIONS
SEE ALSO:
Managing Quota Data for Collaborative Forecasts from External Sources Settings page:
• View Setup and
Configuration
AND
delegated forecast
manager
To manage quotas of all

users in the forecast
hierarchy:
• Manage Quotas
AND
View All Forecasts
Managing Quota Data for Collaborative Forecasts from External Sources

Data Loader provides a simple point-and-click method for adding, inspecting, and editing quota
EDITIONS
data in Salesforce. APIs provide more flexibility but require you to write code.
Data Access and Availability Classic and Lightning
Experience
The data for quotas is stored in the ForecastingQuota object. Users who have access to import data
and who have the Manage Quotas permission can update quota data for users below them in the Available in: Performance
forecast hierarchy. Users who have access to import data and also have the Manage Quotas and and Developer Editions and
View All Forecast permissions can load data for all user in the forecast hierarchy. in Enterprise and Unlimited
Available in: Professional
Data Preparation
Edition with the API Enabled
Import quota data to the Forecasting Quota object using Data Loader. If you need more flexibility permission
than what Data Loader provides, use Enterprise API. To use either method, ensure that API access
is enabled and prepare a .csv file that contains these columns.
• User ID
403
• Forecast Type ID
• Quota Amount or Quota Quantity (depending on how you forecast)
• Currency Code
• Period Start Date (yyyy-mm-dd or yyyy-mm-ddThh:mm:ss.sssZ; for example, 2012–03–01T08:00:00.00Z)
If you use territory forecasts, include a Territory ID column. If you use product family forecasts, include a column for product family.
To help organize the .csv file, you can also include columns for Forecast Owner Name and Forecast Type Name, but those columns aren’t
required. Here’s an example .csv file setup using Quota Amount and the additional columns added for organization purposes.
User Name User ID Forecast Type Forecast Type ID Quota Currency Start Date
Name Amount Code
Kevin Bailey 00599000000Hofh OpportunityRevenue 0DbD00000001eQBKAY 250000 USD 2012–03–01
Data Mapping
When you complete the import, map the columns in your .csv file to the ForecastingQuota object as shown in this table.
Column Headers in CSV File ForecastingQuota Fields

User ID QuotaOwnerID
Quota Amount QuotaAmount
Quota Quantity QuotaQuantity
Currency Code CurrencyIsoCode
Start Date StartDate
Product Family (needed only when the forecast data source is ProductFamily
Product Families)
Forecast Type ID ForecastingTypeID
Territory ID Territory2ID
Additional Considerations for Loading Quota Data

As a best practice, load quota data in the quota owner’s personal currency. You can still upload quota data using the API even if Show
Quotas is disabled. If your Data Loader time zone setting is ahead of quota owners’ time zones, the month can be off by one. To avoid
this problem, use a date greater than or equal to the third day of each month when inserting quotas.
SEE ALSO:
Why do date fields import incorrectly when I use the Data Loader?
404
Setting the Forecast Currency

If your company uses multiple currencies, select whether to use your corporate currency in forecasts,
EDITIONS
or to use each forecast manager’s personal currency.
Select a Forecast Currency in Collaborative Forecasts Experience
Choose the forecast currency option that’s right for your sales team. Available in: Professional,
Guidelines for Using Multiple Currencies in Collaborative Forecasts Performance, and
If your company uses forecasts and multiple currencies, your Salesforce admin chooses a forecast Developer Editions and in
currency and enables forecast types. The forecast currency is your corporate currency or each Enterprise and Unlimited
forecast owner’s personal currency. Editions with the Sales Cloud
Select a Forecast Currency in Collaborative Forecasts

Choose the forecast currency option that’s right for your sales team.
EDITIONS
Forecasts is turned on. Then review the information about using multiple currencies in Collaborative Available in: Lightning
Forecasts.. Experience
1. Review the information in Multiple Currencies in Forecasts. Available in: Professional,
3. In the Select a Default Currency section, next to Forecast Currency, choose an option. Editions with the Sales Cloud
USER PERMISSIONS
SEE ALSO:
Collaborative Forecasts Concepts Settings page:
Adjustments in Collaborative Forecasts • View Setup and
Configuration
AND
delegated forecast
manager

page:
405
Guidelines for Using Multiple Currencies in Collaborative Forecasts

If your company uses forecasts and multiple currencies, your Salesforce admin chooses a forecast
EDITIONS
currency and enables forecast types. The forecast currency is your corporate currency or each
forecast owner’s personal currency. Available in: both Salesforce
• When you use Collaborative Forecasts, you select a display currency, which can be any currency Classic (not available in all
that’s enabled in Salesforce. To change the currency, select a different currency from the gear orgs) and Lightning
(Lightning Experience) or the dropdown list (Salesforce Classic) in the upper right of the forecasts Experience
page. Available in: Professional,
• If you use revenue-based forecasts, when currency rates change, opportunities and adjustments Performance, and
roll up with the changed value along with values in the forecast table. Developer Editions and in
• The processing indicator ( ) appears as changed values roll up (Salesforce Classic only). Enterprise and Unlimited
• Rate changes impact all forecast periods (historical, current, and future).
• Deactivating a currency that’s set as a user’s personal currency resets the user’s currency to the
corporate currency.
• To edit your personal currency settings, edit your personal information.
• If you add a custom filter on a currency field as part of your forecast type definition, the corporate currency at the time the filter was
created is used.
SEE ALSO:
Considerations for Enabling Multiple Currencies
Adjustments in Collaborative Forecasts
Collaborative Forecasts Elements
View Sales Forecasts from Different Perspectives
Including Other Data in Custom Columns on the Forecasts Page

Make forecast decisions using all the data that matters to your business by adding custom columns to a forecast type in Collaborative
Forecasts. Custom columns can show data that’s imported and referenced, such as Stretch Quota or Internal Booking Target, or a
calculated value, such as gap to quota. Having all the information in one place helps you create more precise forecasts without having
to turn to other resources.
Add up to 5 custom columns to a forecasts type that include any combination of columns that show custom calculations or reference
data. The default forecast type includes Gap to Quota and Pipe Coverage columns by default.

To track metrics that help to generate more accurate and data-driven forecasts, add columns that show values calculated using a
formula that you define.
Before you add custom calculated columns to your forecast types, review some considerations.
Managing External Data to Include in Collaborative Forecasts
Add external data, such as stretch quota or internal booking target to Salesforce so forecast managers have all the information they
need when reviewing their sales projections. The data you add can be added as a column in the forecast summary and can be unique
to each forecast type.
406
Add Custom Columns That Include External Data to the Forecasts Page
Make forecast decisions with all the data that matters to your business, even if that data isn’t maintained in Salesforce. Add external
data, such as stretch quotas or internal booking target, and show it in a custom column on the forecasts page. Having all the
information used to create forecasts in one place helps you create generate more precise forecasts without having to turn to other
resources.

To track metrics that help to generate more accurate and data-driven forecasts, add columns that
EDITIONS
show values calculated using a formula that you define.
Add up to 5 custom columns to a forecasts type that includes any combination of columns that Available in: Lightning
show custom calculations or reference data. The default forecast type includes Gap to Quota and Experience
Pipe Coverage custom calculated columns by default.
2. Under Available Forecast Types, select Manage Custom Columns from the quick actions for
a forecast type you want to add the column to.
3. Click Add Custom Column.
USER PERMISSIONS
4. Select Calculated as the column type.
5. Enter a name and select the result type for your custom column. The name appears as the To view the Forecasts
Settings page:
column header on the forecasts page. The result type is the data type of the value that you
• View Setup and
expect your formula to produce.
Configuration
6. In the Formula field, enter a formula that represents the value you want your custom column AND
to contain.
To refer to another column in your formula, use the API column name. For example, to refer to Allow Forecasting OR
the Closed column in your formula, use FormulaAmount0. Referring to another custom column delegated forecast
in the formula isn’t supported. For a list of API column names, supported operators, and manager
supported functions, see the Formula field in ForecastingColumnDefinition.
7. Save your custom column, and then click Done. forecast type:
8. To change the order of columns on the page, use Select Columns to Display on the quick
actions menu for any forecast type.
9. To position the column in the correct order in the forecast summary, choose Select Columns to Display from the quick actions
menu for the forecast type.
The column shows in the forecast summary on the forecasts page.
If a formula’s value is null or invalid, the value is shown as -. To show - for 0 or negative values in your forecast, use the IF function in your
formula to detect 0 or negative numbers.
SEE ALSO:
Formula Field Limits and Restrictions
Common Formula Errors
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Before you add custom calculated columns to your forecast types, review some considerations.
EDITIONS
• Each forecast type can include up to five custom columns, which includes custom calculated
columns and columns that show external data. Available in: Lightning
• The default Opportunity Amount forecast type includes Gap to Quota and Pipe Coverage Experience
columns. These columns are shown if you add quota data to Salesforce and count as part of Available in: Professional,
the 5 custom columns for that type. Performance, and
• On the forecasts page, custom calculated columns don’t show changes in the last 7 days and Developer Editions and in
aren’t included in rollups. Enterprise and Unlimited
• You can’t adjust custom calculated columns in forecasts.
If you have at least one custom calculated column in an active or inactive forecast type, you complete
these actions until the column is removed.
• Switch from single category to cumulative rollups in Forecast Settings.
• Enable the Most Likely category.
• Disable Show Quotas (if your custom column’s formula refers to a quota value).
SEE ALSO:
Managing External Data to Include in Collaborative Forecasts

Add external data, such as stretch quota or internal booking target to Salesforce so forecast managers
EDITIONS
have all the information they need when reviewing their sales projections. The data you add can
be added as a column in the forecast summary and can be unique to each forecast type. Available in: Lightning
Experience
Data Access and Availability Available in: Enterprise,
The data in a custom column is stored in custom number and custom currency fields added to the Performance, and
Forecasting Custom Data object. Users with access to import data and who have the Manage Unlimited Editions with the
Forecasts Custom Data permission can load and manage data to those custom fields for themselves Sales Cloud
and their subordinates in the forecast hierarchy.
Users who also have the View All Forecasts permission can manage data for all users in the forecast
hierarchy.
Data Preparation
Import data to the custom fields in the Forecasting Custom Data object using Data Loader. If you need more flexibility than what Data
Loader provides, use Enterprise API. To use either method, ensure that API access is enabled and prepare a .csv file that contains these
columns.
• User ID
• Forecast Type ID
• Period Start Date (yyyy-mm-dd or yyyy-mm-ddThh:mm:ss.sssZ; for example, 2012–03–01T08:00:00.00Z)
• A column each for the data you want to load
If you use territory forecasts, include a Territory ID column. If you use product family forecasts, include a Product Family column.
408
To help organize the .csv file, you can also include columns for Forecast Owner Name and Forecast Type Name, but those columns aren’t
required. Here’s an example .csv file setup, with Stretch Quota as the reference data to load.
Forecast Forecast Owner Forecast Type Name Forecast Type ID Product Stretch Period Start
User Name User ID Family Quota Date
Kevin Bailey 00599000000Hofh OpportunityLineItemRevenue 0DbD00000001eQ9KAI Hardware 20,000 2023–03–01
Kevin Bailey 00599000000Hofh OpportunityLineItemRevenue 0DbD00000001eQ9KAI Software 35,000 2023–04–01
Data Mapping
When you complete the import, map the columns in your .csv file to the ForecastingCustomData object as shown in this table.
Column Headers in CSV File Forecasting Fields

User ID ForecastingOwnerID
Forecast Type ID ForecastingTypeID
Period Start Date StartDate
Product Family (needed only when the forecast data source is ProductFamily
Product Families)
Territory ID (needed only for territory forecast types) ForecastingTypeID
Reference data columns The name of your custom number or currency field in the
Forecasting Custom Data object
SEE ALSO:
Create Custom Columns
Data Loader
SOAP API Developer Guide: Data Loading and Integration
409
Add Custom Columns That Include External Data to the Forecasts Page
Make forecast decisions with all the data that matters to your business, even if that data isn’t
EDITIONS
maintained in Salesforce. Add external data, such as stretch quotas or internal booking target, and
show it in a custom column on the forecasts page. Having all the information used to create forecasts Available in: Lightning
in one place helps you create generate more precise forecasts without having to turn to other Experience
resources.
Add up to 5 custom columns to a forecasts page that includes any combination of columns that
Performance, and
show custom calculations or reference data. Unlimited Editions with the
Before adding the custom column to a forecast type, ensure that custom number or currency fields Sales Cloud
are available in the Forecasting Custom Data object.
1. From Setup, in the Quick Find box, enter Forecasts Settings, and then select Forecasts USER PERMISSIONS
Settings.
To manage fields that store
2. Under Available Forecast Types, select Manage Custom Columns from the quick actions for the forecast data to
the forecast type you want to add your own data to. reference:
3. Click Add Custom Column. • Manage Forecasting
Custom Data
4. Select Reference Data as the column type.
5. Select the custom field that has the data you want to show. Only custom currency and custom Settings page:
number fields in the Forecasting Custom Data object are available to select. • View Setup and
Ensure that the column name helps to identify the data available in the column and that the Configuration
data type matches the type of data available in the field. AND
6. Save the custom column and click Done to return to the Forecast Settings page. View All Forecasts OR
7. To position the column in the correct order in the forecast summary, choose Select Columns delegated forecast
to Display from the quick actions menu for the forecast type. manager

SEE ALSO: forecast type:
Managing External Data to Include in Collaborative Forecasts • Customize Application
Set Up Historical Data for Forecast Charts

To give sales leaders the data they need in charts in Collaborative Forecasts, ensure that historical
EDITIONS
trending is on for Forecasting Item. Also verify that the retention period is set appropriately.
1. From Setup, in the Quick Find box, enter Historical Trending, and then select Available in: Lightning
Historical Trending. Experience
2. From the object list, select Forecasting Item. Available in: Enterprise and
3. For a complete chart experience, retain historical trending data for 13 months, which is the Unlimited Editions
default setting. This retention time allows for a full year’s worth of past forecasts in the historical
trending chart. USER PERMISSIONS
4. If historical trending isn’t enabled, select the option to enable it.
To enable historical
5. Save your changes. trending:
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Forecasts rely on how picklist values map between the Stage field and the Forecast Category field on opportunities. For example, if you
map the Negotiation/Review stage to the Best Case forecast category, the amounts of your opportunities in Negotiation/Review are
included in your Best Case forecast amount. If the stage of an opportunity changes, the probability and forecast category also change.
Here’s an example mapping.
Stage Probability Forecast Category

Prospecting 10% Pipeline
Qualification 10% Pipeline
Needs Analysis 20% Pipeline
Value Proposition 50% Pipeline
Id Decision Makers 60% Pipeline
Perception Analysis 70% Best Case
Proposal/Price Quote 75% Best Case
Negotiation/Review 90% Commit
Closed Won 100% Closed
Closed Lost 0% Omitted (not included in forecasts)
Update the mappings in the Stage field on the Opportunity object.

1. From Object Manager, open the Opportunity object and select Fields & Relationships.
2. Click Stage. Each row in Opportunity Stages Picklist Values shows a stage and the forecast category that it’s mapped to.
3. Click Edit to change a mapping.
Note: Users can edit the Forecast Category field on opportunities that they own, overriding the default stage-to-category mapping.
In Salesforce Classic, the stage determines the available forecast categories. In Lightning Experience, all forecast categories are
available for all stages.
Considerations for Disabling Collaborative Forecasts Features

Before you disable Collaborative Forecasts or any of its features, find out how data is affected.
EDITIONS
Disabling certain functionality can result in purged quota and adjustment data, so consider exporting
your data before disabling anything. When you complete your setting changes, you can import the Available in: Lightning
data back into Salesforce. Exceptions: Experience
• If you change your time period from monthly to quarterly or from quarterly to monthly, you Available in: Professional,
can’t import your quota or adjustments data back into Salesforce. The existing values don’t Performance, and
align with your new periods. Developer Editions and in
• If you’ve enabled territory forecasts and you change any territory data, you can’t import your Enterprise and Unlimited
quota or adjustments data back into Salesforce. The existing values don’t align with the new Editions with the Sales Cloud
territory data.
411
If you disable... These items are purged...

Collaborative Forecasts Adjustments (your forecast hierarchy stays in place)
A forecast type Quotas and adjustments for that forecast type
Adjustments Adjustments
The monthly period setting to use quarterly periods Quotas and adjustments
OR
The quarterly period setting to use monthly periods
To disable Collaborative Forecasts, contact Salesforce.

When adjustments are purged from forecasts, the underlying data on which the forecasts are based isn’t affected.
SEE ALSO:
Project Sales with Collaborative Forecasts

Collaborative Forecasts makes it easy for teams to forecast sales.
EDITIONS
Watch a series of videos about using Salesforce to forecast and predict sales. Forecast with
Confidence Using Salesforce Available in: both Salesforce
orgs) and Lightning
Experience
If you’re using Collaborative Forecasts, learn about the elements that comprise a forecast.
Guidelines for Using Collaborative Forecasts
Performance, and
Review key guidelines to get the most out of Collaborative Forecasts. Developer Editions and in
Managing Forecast Types in Collaborative Forecasts Enterprise and Unlimited
Forecasts types in Collaborative Forecasts specify how Salesforce calculates forecasts and projects Editions with the Sales Cloud
sales from a different perspective. Learn about the forecast types available.
Managing Forecast Quotas
A forecast quota is the monthly or quarterly sales goal that’s assigned to a sales team member or territory. A manager’s quota equals
the amount that the manager and team are expected to generate together. The quota rollup is done manually by users and managers,
and revenue or quantity data can be used. If you have multiple types of forecasts enabled, each type maintains separate quota
information.
Viewing Sales Forecasts
Learn the basics of viewing forecast information.
Defining the Path to Your Committed Sales Forecast
Forecast managers at all levels review, analyze, and adjust forecasts based on their knowledge of the team, the opportunities that
are in process, and the current sales landscape. Depending on your system settings, forecast managers can apply their judgment to
their direct subordinate’s opportunities that they have the highest confidence to close, and forecast users and forecast managers
can adjust forecasts at the rollup level.
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Share Forecasts with Stakeholders

Increase visibility into your forecast and ensure stakeholders can view, adjust, and report on projected sales in Collaborative Forecasts.
For example, a sales manager can share her forecasts with Sales Ops for reporting purposes, or with another sales manager while
she’s out of the office.
SEE ALSO:
Trailhead: Forecast with Precision

If you’re using Collaborative Forecasts, learn about the elements that comprise a forecast.
EDITIONS
• Adjustment—An adjustment indicates a judgment about the final figure a forecast’s
opportunities are expected to bring in at the close of the forecast period. Forecast managers Available in: both Salesforce
and sales reps can make adjustments. Some forecast managers adjust their own or a Classic (not available in all
subordinate’s forecast. For example, they know that certain reps tend to be too optimistic or orgs) and Lightning
too conservative when assigning values to opportunities. If sales reps think that forecasts are Experience
understated or overstated, they can adjust their own forecasts. Forecast managers can adjust Available in: Professional,
forecasts that don’t include adjustments and forecasts that include adjustments made by Performance, and
someone else on their opportunity team. An adjustment doesn’t change the underlying gross Developer Editions and in
rollup. It adds a layer of detail. If multiple forecast types are active, each type maintains separate Enterprise and Unlimited
adjustments. Editions with the Sales Cloud
To provide additional clarity about the adjusted amount, forecast managers can apply their
judgment about whether a direct subordinate’s opportunities are considered in or out of the
adjusted forecast total.
Forecast managers can adjust their own Commit and Best Case forecasts and the forecasts of subordinates one level below them
in the forecast hierarchy. They can view adjustments that subordinates make at every level below them in the forecast hierarchy.
Adjustments made to their subordinates’ forecasts roll up into their own forecasts. Adjustments can include an explanatory note.
Adjustment notes don’t appear in reports.
Any Salesforce user with whom a forecast manager has shared forecasts and granted View and Edit access can adjust the shared
forecasts.
• Amount Without Adjustments (Report Element)—The sum of a person’s owned revenue opportunities and the person’s subordinates’
opportunities without adjustments. Subordinates include everyone reporting up to a person in the forecast hierarchy.
• Amount Without Manager Adjustments (Report Element)—The forecast number as seen by the forecast owner. This amount is the
sum of the owner’s revenue opportunities and the owner’s subordinates’ opportunities. The amount includes adjustments made
by the forecast owner on the owner’s or subordinates’ forecasts. The amount doesn’t include adjustments made by forecast managers
above the owner in the forecast hierarchy.
• Corporate Currency—The currency in which your corporate headquarters reports revenue and the basis for all currency conversions.
• Custom Calculated Column—A forecast column that has a value based on a formula that your Salesforce admin creates.
• Custom Filter—A rule that defines the conditions for filtering opportunity forecast data. With custom filters, you can include or
exclude different types of data in your forecasts. An admin applies custom filters when creating a forecast type.
• Forecast—An expression of expected sales based on the gross rollup of a set of opportunities. The forecasts on the forecasts page
are totals and subtotals of the opportunities in the four standard forecast categories: Pipeline, Best Case, Commit, and Closed.
Salesforce admins can show a Most Likely category in Lightning Experience, rename single category rollups, and rename cumulative
category rollups. Depending on how Salesforce is set up, these forecasts can reflect opportunities from one or multiple forecast
categories.
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In the forecasts grid, forecasts are organized by forecast rollup, time period, and optionally by product family and territory. Forecasts
can include adjustments made by forecast managers to their immediate subordinates’ forecasts and adjustments made by users to
their own forecasts.
Users can view forecasts and related opportunities by forecast category for everyone below them in the forecast hierarchy or for just
one person. For example, view the July Best Case forecast for sales managers reporting to you, all the sales reps who report to any
one of your managers, or just one individual.
• Forecast Amount (Report Element)—The revenue forecast from the forecast manager’s perspective and the sum of the owners’ and
subordinates’ opportunities, including all forecast adjustments.
• Forecast Category—The category within the sales cycle to which an opportunity is assigned based on its opportunity stage. The
standard forecast categories are Pipeline, Best Case, Commit, Omitted (not included in forecasts), and Closed. Salesforce admins can
show a Most Likely category in Lightning Experience, rename single category rollups, and rename cumulative category rollups.
• Forecast Currency—A company’s corporate currency or each forecast owner’s personal currency.
• Forecast Date Range—The date range that a user shows in their forecasts. Depending on the settings the Salesforce admin selects,
the range can include months or quarters.
• Forecast Date Type—The type of date that forecasts are based on: close date, product date, or schedule date.
• Forecast Display Currency—The currency that a user selects in which to show forecasts. Users make the section directly from the
forecasts page. The selection must be one of your company’s enabled currencies.
• Forecast Hierarchy—A nested, expandable list of forecast users or territories that determine how forecasts roll up within a company
and who can view and adjust them. The role-based forecast hierarchy is based on the user role hierarchy and specifies which users
are forecast managers. The territory-based forecast hierarchy is based on the territory hierarchy and shows which territories have
forecast managers assigned. When Collaborative Forecasts is enabled, a forecast hierarchy is generated based on the role hierarchy,
but Salesforce admins can add or remove managers, sales reps, or other users. To make territory forecasts available to users, admins
assign forecast managers to territories in the territory hierarchy.
• Forecast Owner—A forecast user who owns opportunities or is a forecast manager in the forecast hierarchy. Forecast managers can
have their own opportunities.
• Forecast Quantity (Report Element)—The quantity forecast from the forecast manager’s perspective and the sum of the owner’s
and subordinates’ opportunities, including all forecast adjustments.
• Forecast Sharing—Forecast managers can share their forecasts page with any Salesforce user at their company. When sharing,
managers specify whether coworkers can adjust their forecasts or only view them.
• Forecast Type—Forecasts are configured to use specific types of data from standard opportunity fields, opportunity products,
opportunity splits, overlay splits, territories, product schedules, or custom currency, number, and date fields. Quantity measure isn’t
available for splits forecast types. Up to four forecast types can be active at a time. For details about what data each forecast type is
based on, see Forecast Types in Collaborative Forecasts.
• Forecasted Amount—The Forecasted Amount column in the opportunity list shows the actual values that contribute to the forecast
amounts, not the overall opportunity totals. The Forecasted Amount applies to splits and product family forecast types, and for
product and schedule date forecasts,
• Forecasts Grid—The top portion of the forecasts page. The opportunities list at the bottom of the forecasts page corresponds
dynamically with selections on the forecasts grid.
• Gross Rollup—An expression of expected sales based on the gross value of a set of opportunities. A forecast always includes a gross
rollup and can also include adjustments.
• Manager Judgment —An indication at the opportunity level about whether an opportunity is in or out of the forecast.
• Opportunities—The sales and pending deals that a sales team wants to track.
• Opportunity Product—A line item in an opportunity’s Products related list. Product date forecasts are based on the product’s Date
field and its Total Price, Quantity, or custom measure field.
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• Opportunity Splits—Sharing credit across an opportunity team. If your company forecasts on opportunity splits, users can see the
split information on the forecasts page.
• Opportunity Stage—The current stage of an opportunity, such as Prospect or Proposal. Opportunity stage values correlate with
forecast category values to determine how the opportunity contributes to a forecast.
• Owner Only Amount (Report Element)—The sum of a person’s revenue opportunities without adjustments.
• Owner Only Quantity (Report Element)—The sum of a person’s quantity opportunities without adjustments.
• Personal Currency—A user’s own display currency that’s different from the corporate currency. This currency must be an active
currency in Salesforce.
• Product Family—A way to categorize your company’s products. For example, if a company sells hardware and software, the Salesforce
admin creates two product families: Hardware and Software.
• Product Schedule—The payment and delivery cycles for products that are paid for or delivered over time. Schedule date forecasts
are based on a schedule’s Date field and its Revenue, Quantity, or custom measure field.
• Quantity Without Adjustments (Report Element)—The sum of a person’s owned quantity opportunities and the person’s subordinates’
opportunities without adjustments. Subordinates include everyone reporting up to a person in the forecast hierarchy.
• Quantity Without Manager Adjustments (Report Element)—The forecast number as seen by the forecast owner. This number is the
sum of the owner’s quantity opportunities and subordinates’ opportunities, including adjustments made on the subordinates’
forecasts. It doesn’t include adjustments made by forecast managers above the owner in the forecast hierarchy.
• Quota—The monthly or quarterly sales goal that’s assigned to a user or territory. A manager’s quota equals the sales that the manager
and team are expected to generate together. The quota rollup is done manually by users and managers. Quotas can use revenue,
quantity, or custom measure data. If multiple forecast types are active, each type maintains separate quota information. Each territory
quota is associated with a territory and a user.
• Revenue—The total expected revenue from the opportunities in a given category.
• Subordinate—A forecast user or territory below another forecast user or territory in the forecast hierarchy. Users can view all their
subordinates’ forecasts. If adjustments are enabled, users can view all their subordinates’ adjustment information and adjust the
forecasts of subordinates one level below them in the hierarchy. Forecasts and adjustments roll up into the forecasts on the forecasts
page.
SEE ALSO:

Review key guidelines to get the most out of Collaborative Forecasts.
EDITIONS
General Guidelines Available in: both Salesforce

• Track important details at the opportunity level. orgs) and Lightning
• Measure everything related to potential deals—activities such as emails, meetings, and Experience
outreach—to determine their contributions to revenue.
• Create actionable tasks with next steps and completion dates pertaining to opportunities. Performance, and
• Map your sales stages to forecast categories. To increase your forecast accuracy, adjust close Developer Editions and in
probability based on historical data. Enterprise and Unlimited
• When adjusting forecasts, have conversations with your subordinates so that they understand Editions with the Sales Cloud
your expectations.
415
• Because opportunities can change frequently, revisit forecast adjustments weekly to avoid out-of-date adjustments.
• To ensure that everyone can access the forecasts they need, designate each sales manager with subordinates as a forecast manager
in your role-based forecast hierarchy. Also assign a territory manager to each territory for which you want rolled-up forecasts.
• Customize your forecast category names so they match your business process and terminology.
Navigating Forecast Information

• Forecast users can jump to the forecasts of users and territories that they have access to view. Begin typing a name in the search
(Lightning Experience) or “Jump to” (Salesforce Classic) box, and then select the name. If you’ve enabled territory forecasts, type
three or more letters to see results for users and territories.
• To expand a row on the forecasts page, click it.
• Navigation links with the names of forecast managers appear at the top of the page as you drill down through the forecast hierarchy.
Click these links to quickly move through the hierarchy.
Viewing Forecast Information

• Keep your window sized to 1,024 pixels or greater.
• To view forecast amounts in the forecast summary grid without decimal places, select Show Rounded Amounts from the Display
Settings. Full amounts that include the decimal places are shown in the opportunity list header when you select the forecast cell.
Decimal places are also included when you’re viewing adjustment and change details. Showing rounded amounts can help maximize
screen space.
• In Lightning Experience, if multiple forecast types are enabled, you can select which forecasts you want to view as tabs using the
Edit Tab Selections option from the gear icon. In Salesforce Classic, select the forecast from the upper-right dropdown list on the
forecasts page.
• Column width in the forecast grid and the opportunity list is adjustable.
• In Lightning Experience, a timestamp shows the date and time when the forecasts page was refreshed. In-progress data updates
aren’t indicated.
• In Lightning Experience, rows that have only zero values, including rows with only zero or no quota, are shown by default. To hide
all-zero rows except for rollups of subordinates and child territories, deselect Show Rows with All Zero Values in the Display
Options on the forecasts page. In Salesforce Classic, this option is available only for product family forecasts.
• If a coworker has shared forecasts with you, select the coworker’s name from the My Shared Forecasts list to access the shared
forecasts.
• Analyze trends and check performance using forecast reports.
• Create dashboards for metrics of all activities related to potential sales.
Collaboration
If you’re a forecast manager, share opportunity and forecast information with your team and bring attention to important details.
• In Salesforce Classic, if Chatter is enabled, hover over a subordinate’s name, and click Chat Now to display Chatter options, such as
Follow or Send a message.
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• In Lightning Experience, share your forecasts page with any Salesforce user at your company. Your coworker sees the same view
that you see. When you share, specify whether the coworker can adjust forecasts or only view them.
SEE ALSO:
Guidelines for Using Collaborative Forecasts Reports
Managing Forecast Types in Collaborative Forecasts

Forecasts types in Collaborative Forecasts specify how Salesforce calculates forecasts and projects
EDITIONS
sales from a different perspective. Learn about the forecast types available.
Revenue and Quantity Forecasts Classic (not available in all
Calculate forecasts on revenue or quantity. orgs) and Lightning
Experience
Custom Measure Forecasts
Project sales to best reflect how you do business, using a custom currency or custom number Available in: Professional
field as the measure in a forecast type. (no opportunity splits
forecasts), Performance,
Overlay Splits Forecasts and Developer Editions and
Track revenue in Collaborative Forecasts from sales team members who help close opportunities in Enterprise and Unlimited
but aren’t directly responsible for them. Editions with the Sales Cloud
Before changing your active territory model, review how territory forecast data and performance
can be affected.
Revenue and Quantity Forecasts

Calculate forecasts on revenue or quantity.
EDITIONS
For example:
• A sales manager wants to forecast using revenue because the sales vice president sets quota
amounts based on the U.S. dollar.
orgs) and Lightning
• A sales rep wants to forecast using quantity because of an incentive to sell 10,000 units of a Experience
promotional product.
To forecast revenue and quantity for the same data source, such as the Opportunity object, your Performance, and
Salesforce admin can create a forecast type for each, and you can switch between them on the Developer Editions and in
forecasts page. Enterprise and Unlimited
For details about what data each forecast type is based on, see Forecast Types in Collaborative Editions with the Sales Cloud
Forecasts.
SEE ALSO:
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Custom Measure Forecasts

Project sales to best reflect how you do business, using a custom currency or custom number field
EDITIONS
as the measure in a forecast type.
Important: The information in this topic applies to custom measures in Lightning Experience Available in: Lightning
in Performance, Professional, Enterprise, and Unlimited editions. For Salesforce Classic, see Experience in Performance,
the Notes About Salesforce Classic section in this topic.
and Unlimited Editions with
A measure is used to calculate forecasts. Measures are based on number (quantity) or currency the Sales Cloud
(revenue) fields from the object being that information is gathered from for a forecast. By default,
and depending on the object you use, you can calculate forecasts based on revenue using the
standard Amount, Revenue, or Total Price fields or by quantity using the Quantity field. Depending on the object you select for a forecast
type, one or more of these fields are available to select as the measure for that type.
If you have a specific business model that requires the forecast calculations to happen using values from a custom currency or number
field that you use to capture revenue or quantity. Depending on the object used for forecasts, this custom field is then available and
selected as the measure in a forecast type.
Use these field types to define a custom field that is available as a custom measure in a forecast type.
• Currency: Use a custom currency field to forecast on revenue. For example, create a custom currency field to capture Monthly
Recurring Revenue or Annual Contract Value to create forecasts on those values. A custom currency field as a custom measure is
available if you base forecasts on Opportunity, Opportunity Product, Opportunity Split, or Line Item Schedule objects.
• Number: Use a custom number field to forecast on quantity. For example, create a custom number field to capture the number of
Net New Subscriptions to create forecasts on those values. A custom number field as a custom measure is available if you base
forecasts on the Opportunity, Opportunity Product, or Line Item Schedule objects.
When using a custom measure, be sure to select the field that you’re using as a measure as one of the fields available as a column in the
opportunity list on the forecast page. If users don’t have access to the custom field used for the measure, they can still see the forecasts
based on the measure. They can’t see the values for the custom field in the opportunity list.
Notes About Salesforce Classic

In Salesforce Classic, you can forecast on custom currency fields via an opportunity split, if the custom field is enabled for opportunity
splits. The opportunity owner automatically receives a 100% split for the field. So, if your company doesn’t plan to use splits with the
field, the rollup is the same as if no splits existed.
SEE ALSO:
Create Custom Fields
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Overlay Splits Forecasts

Track revenue in Collaborative Forecasts from sales team members who help close opportunities
EDITIONS
but aren’t directly responsible for them.
As a sales manager, use revenue splits for crediting team members who are directly responsible for Available in: both Salesforce
opportunities. To provide more flexibility with how you assign credit for opportunities, you can use Classic (not available in all
overlay splits. Overlay splits help you and other team members allocate credit to overlay sales roles orgs) and Lightning
for working on opportunities. Overlay splits can add up to any percentage of the opportunity Experience
amount, sometimes exceeding 100%. For example, your sales team can include sales engineers, Available in: Performance
product specialists, or partners who help close deals but aren’t directly responsible for them. and Developer Editions and
When you forecast on overlay splits, forecast amounts roll up through the role hierarchy based on in Enterprise and Unlimited
the opportunity’s Amount field and the overlay team member’s split percentage. Editions with the Sales Cloud
Let’s say a sales rep, Allison, has an opportunity that includes an overlay split of 50% for sales engineer
Owen, who’s working with Allison on the deal. For Allison, the opportunity Amount field rolls up
into her opportunity revenue forecast.
Allison’s manager Bryce can view the overlay forecast along with all the other opportunities that his sales engineer team is working on.
Bryce can see that Allison is receiving a 100% credit for her deal, which contributes to Allison’s open pipeline total and Bryce’s open
pipeline total. If Bryce thinks the deal could close for a higher amount, he can adjust the commit or best case forecast amount.
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Before changing your active territory model, review how territory forecast data and performance
EDITIONS
can be affected.
Note: This information applies to Sales Territories and not to previous versions of Territory Available in: Lightning
Management. Experience

Data Impact Performance Editions and
in Enterprise and Unlimited
When You... Salesforce Deletes... Editions with the Sales Cloud
Remove a user from a territory, and the user is • The territory’s quotas
the territory’s forecast manager
• Manager judgments made by the forecast
manager on opportunities in the child
forecast
• Manager judgments made on the
deactivated user’s opportunities in the
territory where the forecast manager was
removed
• Owner adjustments to the territory’s
forecasts
• Adjustments made by another manager to
the forecast manager’s forecasts for the
territory
• Adjustments made by the forecast manager
to subordinates’ forecasts
The user is no longer the territory’s forecast
manager. Forecasts for the territory are available,
but their values change. Quotas in territories
without a forecast manager can be reassigned
to another member of the territory.
Remove a forecast-enabled user from a territory • The user’s quotas for the territory
that has no forecast manager assigned
• Owner adjustments to the territory’s
forecasts, where the user is the owner
• Manager adjustments to the user’s forecasts
for the territory
Quotas in territories without a forecast manager
can be reassigned to another member of the
territory.
Delete a territory that has no child territories • The territory’s forecasts

• Quotas for all users on the territory
• Manger judgments on the opportunities in
the territory’s forecast
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When You... Salesforce Deletes...
• Manager adjustments to the territory’s forecasts

• Owner adjustments to the territory’s forecasts
Reassign a child territory to a different parent territory • Manager adjustments to the territory’s forecasts
• Manager judgments on the opportunities in the territory’s
forecasts
Assign a forecast manager to a territory that hasn’t previously had • The territory’s quotas
one assigned
• Manager adjustments to the territory’s forecasts
Quotas assigned to users in the territory can be reassigned to the
forecast manager.
Change a territory’s forecast manager assignment • The territory’s quotas

• Manager judgments on the opportunities made by the former
forecast manager to subordinates’ forecasts
• Owner adjustments made to the territory’s forecasts
• Adjustments made by the former forecast manager to
subordinates’ forecasts
• Adjustments made by another forecast manager to the
territory’s forecasts
Deactivate a user, or change the user’s license to one of the Chatter • The territory’s quotas
user licenses, and the user is a territory’s forecast manager
• Manager judgments made by the territory manager
• Manager judgments on opportunities owned by deactivated
forecast users
• Adjustments made by another manager to the forecast
manager’s forecasts for the territory
• Adjustments made by the forecast manager to subordinates’
forecasts
The user is no longer the territory’s forecast manager. Forecasts for
the territory are available, but their values change.
Archive a territory model Forecasts, quotas, and adjustments for all territories in the model
Disable Sales Territories Forecasts, quotas, and adjustments for all territories
Performance Impact
• The number of territories assigned to a user or forecast manager can impact performance. We recommend that you test thoroughly
for performance issues, and if you observe any, reduce the number of territories per user or forecast manager.
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Managing Forecast Quotas

A forecast quota is the monthly or quarterly sales goal that’s assigned to a sales team member or
EDITIONS
territory. A manager’s quota equals the amount that the manager and team are expected to generate
together. The quota rollup is done manually by users and managers, and revenue or quantity data Available in: both Salesforce
can be used. If you have multiple types of forecasts enabled, each type maintains separate quota Classic and Lightning
information. Experience
If your Salesforce admin enabled forecast quotas, quota data appears in these locations on the
forecasts page. Performance, and
• A column that contains quotas for a specific period. If your forecast includes product families Developer Editions and in
or forecast groups, this column includes quotas for each product family or group Enterprise and Unlimited
• A row that contains the percentages attained for a specific period in a specific forecast rollup.
Watch a brief video about how quotas and quota attainments work on the forecasts page.
Watch a video
Show and Hide Quota Information in Collaborative Forecasts

If your Salesforce admin has set up quotas, you can show or hide quota data so that your forecasts page shows you the information
that you need. The quota information can be revenue or quantity, depending on the type of forecast that you’re using. If multiple
forecast types are available, each type maintains separate quota information.
Considerations for Using Quotas in Collaborative Forecasts
Before you use forecast quotas, review some considerations.
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If your Salesforce admin has set up quotas, you can show or hide quota data so that your forecasts
EDITIONS
page shows you the information that you need. The quota information can be revenue or quantity,
depending on the type of forecast that you’re using. If multiple forecast types are available, each Available in: both Salesforce
type maintains separate quota information. Classic (not available in all
• Grey: 0% orgs) and Lightning
Experience
• Red: From 1% through 33%
• Orange: From 34% through 66% Available in: Professional,
Performance, and
• Green: 67% and above
1. Do one of the following. Enterprise and Unlimited
a. If you’re using Lightning Experience, click the gear in the upper right of the forecasts page. Editions with the Sales Cloud
b. If you’re using Salesforce Classic, click Display Options.

USER PERMISSIONS
2. To show your quota for each period, select Show Quota Column.
To show and hide quotas on
3. To show your quota attainment for a specific rollup in a selected period, select Show Quota
the forecasts page:
% Attainment. The percentage and progress bar shown below each forecast indicates the
proportion of the user’s quota that the forecast represents.
OR
Quota attainment progress bars use these colors:
Allow Forecasting
OR
Delegated forecast
manager status
To access role-based
forecasts in Lightning
Experience:
• View Roles and Role
Hierarchy
SEE ALSO:
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Before you use forecast quotas, review some considerations.
EDITIONS
• In product family forecasts, sales managers can’t see their own quotas and quota attainment
for individual product families. Only their total quota appears in the rollup table. For example, Available in: both Salesforce
if three sales reps have combined quota amounts of $75,000 and their forecast manager has Classic and Lightning
an individual quota of $30,000, the manager’s quota is $105,000. Experience
• In forecast types based on opportunity revenue or quantity, the quota value shown in the month Available in: Professional,
or quarter row is the quota input for that month or quarter. For example, if a manager's quota Performance, and
is input as $500 for February, $500 is shown as the quota for February. The quota value in the Developer Editions and in
Total row is the sum of the month and quarter values. Enterprise and Unlimited
• In forecast types based on opportunity with user role or territory with product family, and in Editions with the Sales Cloud
the My Territory summary view, the quota value shown in the month or quarter row is the sum
value. For example, if a manager’s quota is $500 for February, and their single subordinate’s
quota for February is $500, the quota shown for February is $1000. The quota value in the Total row is the sum of all month or quarter
values.
• You can edit direct subordinates’ quotas only (“Manage Quotas” permission required)—not your own.
• In territory forecasts, quotas can be assigned to the forecast manager if one is defined. If the territory doesn’t have a forecast manager,
quotas can be assigned to a user who is a member of the territory.
SEE ALSO:
Viewing Sales Forecasts

Learn the basics of viewing forecast information.
EDITIONS
Watch a video overview about working with the main components on the forecasts page.
Watch a video Classic (not available in all
orgs) and Lightning
Experience
The forecast hierarchy is a nested, expandable list of forecast users or territories that determine Available in: Professional,
how forecasts roll up within a company and who can view and adjust them. Performance, and
View Sales Forecasts from Different Perspectives Enterprise and Unlimited
If your Salesforce admin activates multiple forecast types, select the forecasts that are relevant Editions with the Sales Cloud
to you as tabs on the forecast page. Then, you can quickly access each tab to review your forecast
from different perspectives.
See Recent Changes in Forecast Value Changes
To help you identify recent changes in value to a forecast, the change in value in the last 7 days is highlighted in the forecast summary.
As a sales leader, you don’t want to be caught unaware of changes in your team’s forecast. Choose to show week-over-week changes
for each forecast category so that you can adjust your sales and forecasting strategies accordingly.
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Reviewing Week-to-Week Forecast Changes

Review how forecasts have changed throughout the current period with the Forecast Changes chart in Collaborative Forecasts. The
chart includes key metrics and a visual representation of changes as the period has progressed. The information that’s available to
you in the chart depends on enabled features and how long forecast data is retained.
Finding Trends Across Forecast Periods
Evaluate how this forecast period compares to the forecasts in past periods in the Historical Trends chart in Collaborative Forecasts.
Understanding your team’s trends helps to gauge whether the team is tracking to hit their sales goals based on performance in
previous periods. The information that’s available to you in the chart depends on enabled features and how long forecast data is
retained.
In the Forecasts page, the summary shows forecasts for individual months or quarters and a range of months or quarters, depending
on the settings your Salesforce admin defines. Your admin can also enable custom periods.
Your Salesforce admin sets up a default forecast date range display. For example, your default can be three months into the future.
Use this range, or change the date range that’s shown for your own forecast.
Partner Portal User Opportunities in Collaborative Forecasts
Partner portal users are external to your Salesforce org but sell your products and services through indirect sales channels. Your
partner portal users use a portal to log in to Salesforce. Partners can create opportunities, and users can assign opportunities to them.
Guidelines for Viewing Opportunity Details in Collaborative Forecasts
Review key guidelines for viewing the opportunity details on the forecasts page.
Guidelines for Refreshing Forecasts in Collaborative Forecasts
Certain actions can change forecasts. For example, while you’re viewing a forecasts page, your subordinates can edit related
opportunities and adjust the forecasts of their own subordinates. And you can adjust one of your subordinates’ forecasts from your
own page. To see these changes, refresh the forecasts page.

The forecast hierarchy is a nested, expandable list of forecast users or territories that determine how
EDITIONS
forecasts roll up within a company and who can view and adjust them.
Based on your role, you can be added to or removed from the forecast hierarchy. And your position Available in: both Salesforce
within the hierarchy can change. For example, some sales reps with no direct reports can view only Classic (not available in all
their own forecasts. However, if they become sales managers, they’re added to the forecast hierarchy orgs) and Lightning
as forecast managers. Experience
Note: If a role in the forecast hierarchy has no forecast manager, that role and all its Available in: Professional,
subordinate roles aren’t included in your forecasts. Performance, and
People designated as forecast managers can view the forecasts and opportunities of users, including Enterprise and Unlimited
partner portal users, below them in the forecast hierarchy. Forecast managers can also adjust the Editions with the Sales Cloud
forecasts of direct reports and child territories. Only managers who adjust and people above them
in the hierarchy can view the adjustment.
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Not everyone can view the charts that display your team’s forecast hierarchy. If you have questions about your forecast hierarchy, see
your Salesforce admin or forecast manager.
SEE ALSO:

If your Salesforce admin activates multiple forecast types, select the forecasts that are relevant to
EDITIONS
you as tabs on the forecast page. Then, you can quickly access each tab to review your forecast
from different perspectives. Available in: both Salesforce
1. On the forecasts page, in Lightning Experience, click the gear icon, and then select Edit Tab Classic (not available in all
Selections. orgs) and Lightning
Experience
2. Select the forecasts that you want to view as tabs and arrange them in the order you want them
to appear. Available in: Professional,
Performance, and
Forecast types that your admin activates after you make your selections are added to your forecasts Enterprise and Unlimited
page and indicated as new. You can choose to remove them from your list of selected tabs. Editions with the Sales Cloud
Tip: For forecasts that are grouped using product families or a custom pick list, use the
Grouped By field in the forecast header to select to show forecast rollups by team or other
value first.
The Salesforce mobile app shows only the forecasts you select to show as tabs and shows only types that don't contain a forecast group.
To change which forecast is shown in Salesforce Classic, click next to the forecast type name.
SEE ALSO:
Revenue and Quantity Forecasts
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See Recent Changes in Forecast Value Changes

To help you identify recent changes in value to a forecast, the change in value in the last 7
EDITIONS
days is highlighted in the forecast summary. As a sales leader, you don’t want to be caught
unaware of changes in your team’s forecast. Choose to show week-over-week changes for Available in: Available
each forecast category so that you can adjust your sales and forecasting strategies in: Professional, Performance,
accordingly. and Developer Editions and
in Enterprise and Unlimited Editions
Important: To see forecast changes, work with your Salesforce admin to ensure that
with the Sales Cloud
historical trending is enabled for forecasting items.
When the historical trending data is ready, on the forecasts page, the forecast rollup values
shown in the forecast summary that have changed in the last 7 days are highlighted with red and USER PERMISSIONS
green arrows. Hovering over the field shows the changes and when the value was last updated. To use Collaborative
1. After the historical trending data is ready, go to the Forecasts page. Forecasts:
2. From the gear icon, select Show Changes in the Last 7 days.
The forecast rollup values that have changed in the last 7 days are highlighted with green up OR
arrows for increases in values, and red down arrows for decreases in values. Allow Forecasting
3. To see the details about what’s changed, hover over the forecast value. OR
Delegated forecast
manager status
Experience:
Hierarchy
To adjust forecasts:

Review how forecasts have changed throughout the current period with the Forecast Changes
EDITIONS
chart in Collaborative Forecasts. The chart includes key metrics and a visual representation of changes
as the period has progressed. The information that’s available to you in the chart depends on Available in: Lightning
enabled features and how long forecast data is retained. Experience
To review charts in Collaborative Forecasts, toggle to the Chart view on the forecasts page.
Available in: Enterprise and
Unlimited Editions
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You have access to charts for your forecasts across all forecast types and any of your subordinates. Here’s a Forecast Changes chart
example where quota and cumulative category rollups are enabled. Depending on your system setup, your chart can look different.
Metrics indicate key information as of today. Each metric also includes the percent change from the same time last week.
Metric Description
Target Commit compared to quota. If the commit value is greater than quota, the user is on target to
meet or exceed their quota for the period.
Commit Total commit value. In cumulative category rollups, this value includes opportunities in the
Commit and Closed forecast categories.
Gap to Quota Quota minus Closed Won, which indicates how much is needed to meet quota.
Closed Won Total value of opportunities that have been won and are now closed.
Pipe Coverage Open pipeline divided by quota.
If quota data isn’t available, the metrics that require quota aren’t shown. If Einstein Forecasting is enabled and its data requirements are
met, additional AI-generated metrics about forecast predictions are shown.
Bar Chart Segments

Each time segment shows opportunities grouped by their forecast category. If you use single category rollups, open pipeline is represented
as a bar segment. For cumulative category rollups, the open pipeline is shown as a dot on the chart. Hover over each segment for details
about the changes compared to the previous week.
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The details are grouped to show the date the metrics were gathered and the category (1), changes to the forecast including adjustments
(2), and changes to the forecast without adjustments (3). Values are calculated as follows.
Metric Description
Forecast Amount The total forecast for the category including any adjustments made. The weekly and monthly
changes including adjustments are included below the value.
Amount Without Adjustments The total forecast for the category without adjustments. The weekly and monthly changes
without adjustments are indicated below this value.
Weekly Change and Weekly Percent The percentage difference compared to the same time last week. For example, if you’re viewing
changes 2 days from the end of the week, the comparison is made to when there were 2 days
from the end of last week.
Monthly Change and Monthly Change The percentage difference compared to the same time last month, based on time remaining
Percent in the month. For example, if there are currently 20 days remaining in the current month, the
comparison is made to the day when there were 20 days remaining in the previous month. For
example, July has 31 days, while June has 30. Therefore, July 11 is compared to June 10.
If Einstein Forecasting is enabled and its data requirements are met, the chart includes AI-driven predicted values for future weeks
through the end of the period.
Summary Table
To review the forecast changes side by side, see the table that shows when viewing the chart. The table includes the data for each
category by time segment and includes the weekly or monthly change percentage of today’s forecast compared to the same time last
week or month. To jump to the corresponding data in the table, click the bar segment in the chart.
SEE ALSO:
Build a Smarter Pipeline with Einstein Forecasting
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Evaluate how this forecast period compares to the forecasts in past periods in the Historical Trends
EDITIONS
chart in Collaborative Forecasts. Understanding your team’s trends helps to gauge whether the
team is tracking to hit their sales goals based on performance in previous periods. The information Available in: Lightning
that’s available to you in the chart depends on enabled features and how long forecast data is Experience
retained.
Available in: Enterprise and
To review charts in Collaborative Forecasts, toggle to the Chart view on the forecasts page.
Unlimited Editions
You have access to charts for your forecasts across all forecast types and any of your subordinates. Here’s a Historical Trends chart example
where quota and cumulative category rollups are enabled. Depending on your system setup, your chart can look different.
Metrics are shown to provide key information as of today. Where applicable, metrics also show the comparison to the last period and
the same time last year.
Metric Description
Quota Attainment Closed Won divided by quota.
Closed Won Total value of opportunities that have been won and are now closed.
Open Pipeline Opportunities that haven’t closed.
Comparison Point The number of days remaining in the current period. This number is the point in the period
that is used to compare the current period to the previous periods.
If quota data isn’t available, the metrics that require quota aren’t shown.
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Bar Chart Segments

For quarterly forecast periods, the chart includes five bars (one for each historical period over the last year, and one for today). For monthly
forecasts, the chart includes 13 bars (12 bars for each historical month, and 1 bar for today). If you’re new to Salesforce, or only recently
enabled historical trending, your chart contains data only for the periods that it has data for.
Each forecast period segment shows opportunities grouped by the forecast category, including indicators for open pipeline and quota
targets.
Hover over each segment in a past period for details about how that period compares to today’s forecast.
Values are calculated as follows.
Metric Description
Forecast Amount The total forecast for the category, including adjustments.
Amount Without Adjustments The total forecast for the category without adjustments.
vs Today The difference in value between the forecast value for the period and the value today.
Hover over each segment in the Today bar for details about how today’s forecast compares to the same time last period and last year.
Values are calculated as follows.
Metric Description
Forecast Amount The total forecast for the category, including adjustments.
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Metric Description
Amount Without Adjustments The total forecast for the category without adjustments.
vs STLP The percentage difference from the same time last period, based on time remaining in the
period. For example, if there are 20 days remaining in the current period, the comparison is
made to the day when there were 20 days remaining in the previous period. If the current
period has more days than the last period, the same time last period is the first day of the
previous period. For example, 85 days are left in Q4, which has 90 days. But Q3 had 80 days. In
this case, the same time last period is calculated using the first day of Q3.
vs STLY The percentage difference from the same time last year, based on the number of days remaining
in the period. For example, if 85 days are left in Q3 2023, the comparison is made to the day
when 85 days were left in Q3 2022.
Summary Table
To review the forecast trends side by side, see the table that shows when viewing the chart. The table shows the data for each category
by time segment and includes the percentage change of today’s forecast compared to the same time last period and the same time
last year. To jump to the corresponding data in the table, click the bar segment in the chart.
SEE ALSO:

In the Forecasts page, the summary shows forecasts for individual months or quarters and a range
EDITIONS
of months or quarters, depending on the settings your Salesforce admin defines. Your admin can
also enable custom periods. Available in: both Salesforce
Depending on your settings your admin defined, you can forecast up to 15 months, 15 fiscal periods, Classic (not available in all
or 8 quarters in the future or past. If your forecast range includes the current month, period, or orgs) and Lightning
quarter, the forecasts page shows the current month, period, or quarter. Otherwise, the first month, Experience
period, or quarter of the range is selected. Regardless of whether your company uses monthly or Available in: Professional,
quarterly forecasts, forecast managers can use quotas and adjust their subordinates’ forecasts. Quota Performance, and
and adjustment periods are based on the period settings. Developer Editions and in
The forecast date range becomes the default for all Collaborative Forecasts users. Users can keep Enterprise and Unlimited
this default or select a different date range for their own forecasts. After users change their individual Editions with the Sales Cloud
forecast date range, admins can’t override them. However, when an admin changes the period
display from monthly to quarterly or quarterly to monthly, the change is reflected in all users’
forecasts.
SEE ALSO:
Define Your Company’s Forecast Date Range
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Your Salesforce admin sets up a default forecast date range display. For example, your default can
EDITIONS
be three months into the future. Use this range, or change the date range that’s shown for your
own forecast. Available in: both Salesforce
The range that you select is relative to the current month or quarter. For example, in January, you Classic (not available in all
select January as your beginning month and April as the ending month. In February, the date range orgs) and Lightning
becomes February to May, and so on. Your date range selection remains until you choose another Experience
one. Available in: Professional,
1. Click the Forecasts tab. Performance, and
2. If you’re using Lightning Experience, select the Showing dropdown. If you’re using Salesforce
Classic, click Change in the rollup table.
3. Select a beginning and ending period.
4. Save your changes. USER PERMISSIONS
SEE ALSO:
Forecasts:
Monthly and Quarterly Forecasts in Collaborative Forecasts • View All Forecasts
Collaborative Forecasts Concepts OR
Allow Forecasting
OR
Delegated forecast
manager status
Experience:
Hierarchy

Partner portal users are external to your Salesforce org but sell your products and services through
EDITIONS
indirect sales channels. Your partner portal users use a portal to log in to Salesforce. Partners can
create opportunities, and users can assign opportunities to them. Available in: both Salesforce
Opportunities that a partner portal user creates can roll up to the forecast of the account owner. Classic (not available in all
The account owner must be the person’s forecast manager in the role-based forecast hierarchy for orgs) and Lightning
the opportunities to roll up into the forecast. For example: If Anne adds opportunities in her portal, Experience
Gordon sees those opportunities in his forecast. Because Gordon is Anne’s forecast manager, he Available in: Professional,
can adjust forecasts based on her opportunities and see how she’s tracking against her quota. Performance, and
• Gordon Johnson owns a partner account that’s called Acme. Developer Editions and in
• Gordon has an Acme contact named Anne Smith.
• Anne is a partner portal user.
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• Anne reports to Gordon in the forecast hierarchy.
SEE ALSO:
Create a Partner Portal

Review key guidelines for viewing the opportunity details on the forecasts page.
EDITIONS
• From the forecasts page, select a forecast value. The opportunities related to that cell appear
in the opportunity at the bottom of the page. Available in: both Salesforce
• If your sales team forecasts on product families, you can view your own or a subordinate’s Classic (not available in all
opportunities for each product family that’s forecast on. orgs) and Lightning
Experience
• In Lightning Experience only:
– When you return to the opportunity list after switching the view, leaving the page, or Performance, and
logging out, the most recent sort appears. If the forecast view that you switched to doesn’t Developer Editions and in
include the column that you sorted on, the default sort is shown. Enterprise and Unlimited
– Use quick actions to edit, delete, and change the owner of opportunities without leaving Editions with the Sales Cloud
the forecasts page.
– Use inline editing to edit multiple opportunities without leaving the forecasts page. The
pencil icon indicates editable fields. A lock icon indicates noneditable fields.
• If you also use Pipeline Inspection, select the details in the opportunity row to see opportunity metrics, insights about a deal’s
likelihood to close, and insights about the opportunity or its account. You also see any changes to the Amount, Close Date, Forecast
Category, Probability, and Stage for individual open and in progress opportunities. Closed opportunities don’t include any visual
indication of changes.
• If you have Einstein Forecasting, select a value in the Einstein Prediction column to see more details about what’s contributing to
the predicted value.
• In Salesforce Classic only:
– An opportunity that contains only a single 100% revenue split shows “--” for the split percentage in the opportunity list.
– To view the split details for an opportunity, hover over the split percentage for the opportunity and click . The Opportunity
Splits details appear, showing splits that roll up to the selected forecast cell in bold. Splits on the opportunity that don’t roll up
to the selected forecast cell appear in gray. Opportunities that contain only a single 100% split for the opportunity owner don’t
display split details.
SEE ALSO:
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Guidelines for Refreshing Forecasts in Collaborative Forecasts

Certain actions can change forecasts. For example, while you’re viewing a forecasts page, your
EDITIONS
subordinates can edit related opportunities and adjust the forecasts of their own subordinates. And
you can adjust one of your subordinates’ forecasts from your own page. To see these changes, Available in: both Salesforce
refresh the forecasts page. Classic (not available in all
In Salesforce Classic, when an opportunity update or forecast adjustment occurs for a forecast that orgs) and Lightning
you selected in a rollup table, we let you know. To view the changes in either Salesforce Classic or Experience
Lightning Experience, click Refresh. Available in: Professional,
• If the selected forecast has adjustments in process (your own or your subordinate’s), you see a Performance, and
processing indicator ( ) next to the forecast. Developer Editions and in
• If any of the selected forecast’s related opportunities have been updated, you see the processing
indicator ( ) in the header of the opportunities list.
• A Processing Changes message appears in the opportunities list header.
In Lightning Experience, a timestamp shows the date and time when you refreshed. In-progress updates aren’t indicated.
SEE ALSO:
Manager Judgment and Forecast Adjustment Deletions in Collaborative Forecasts
Defining the Path to Your Committed Sales Forecast

Forecast managers at all levels review, analyze, and adjust forecasts based on their knowledge of the team, the opportunities that are
in process, and the current sales landscape. Depending on your system settings, forecast managers can apply their judgment to their
direct subordinate’s opportunities that they have the highest confidence to close, and forecast users and forecast managers can adjust
forecasts at the rollup level.
Manager Judgments in Collaborative Forecasts

As a forecast manager, you assess your forecasts during each period and adjust the forecast as you receive new information and
circumstances change. To create the most accurate forecast possible, apply your judgment about whether you consider an opportunity
part of the forecast total. Applying your judgment as a forecast manager provides visibility into which deals you have the highest
confidence to close.
Apply Manager Judgments to Opportunities Included in Your Sales Forecast
To create the most accurate forecast possible, apply your judgment as a forecast manager about whether you consider a subordinate’s
opportunity part of your forecast. Then you have the details about the total value of the opportunities when you review and adjust
the total Commit forecast.
A forecast adjustment indicates an assessment about the sales value that a forecast manager or sales rep feels confident of closing
during of the forecast period. Adjusting Best Case and Commit forecasts values is a way to accurately gauge where a sales team is
on their path to hitting its sales numbers. An adjustment doesn’t change the underlying gross rollup and doesn’t appear in reports.
It just adds a layer of detail to a forecast.
Adjust Forecast Values in Collaborative Forecasts
Adjusting overstated or understated Best Case, Most Likely, or Commit forecast values gives you a more accurate picture of the path
to hitting your forecast or quotas. Updating the rollup values on the forecasts page doesn’t change the underlying amounts or
quantities in the opportunities that make up the forecast.
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Who Can Apply Manager Judgments and Adjust Forecasts

Forecast judgments at the opportunity level and adjustments at the rollup level work together to provide an assessment about the
sales that the forecast owner feels confident to close during the forecast period. Your system settings and your place in the forecast
hierarchy determines if you can view and make judgments and adjustments.
Review the scenarios that cause manager judgments and forecast adjustments to be deleted.
Manager Judgments in Collaborative Forecasts

As a forecast manager, you assess your forecasts during each period and adjust the forecast as you
EDITIONS
receive new information and circumstances change. To create the most accurate forecast possible,
apply your judgment about whether you consider an opportunity part of the forecast total. Applying Available in: Lightning
your judgment as a forecast manager provides visibility into which deals you have the highest Experience
confidence to close.
Forecast managers can apply judgment to the opportunities that their direct reports own. When
Performance, and
reviewing the Commit forecast rollup value, the total of the opportunities indicated as part of the Developer Editions and in
forecast is shown. Enterprise and Unlimited
• In single category rollups, the IN total is the total of any committed opportunities in the forecast Editions with the Sales Cloud
manager’s forecast that they own, plus any direct subordinate opportunities that are marked
as IN.
• In cumulative category rollups, the IN value also includes Closed Won opportunities, because committed and closed won opportunities
roll up into the Commit Forecast column. Judgment totals are available on the current forecast period row on the forecasts page.
Manager Judgments and Multiple Active Forecast types

The forecast manager’s judgment applies at the opportunity level. If a forecast manager uses multiple forecast types when reviewing
and working with their forecasts, their judgment for an opportunity applies to each type.
Manager Judgments and Product Family Forecasts

For forecast types based on product family, the judged total is available on the overall product family row and not at the forecast period
row.
Manager Judgments When Opportunities Move Between Forecast Categories

If an opportunity moves from one category to another, the judgment moves with it, assuming the forecast manager doesn’t also change.
SEE ALSO:
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To create the most accurate forecast possible, apply your judgment as a forecast manager about
EDITIONS
whether you consider a subordinate’s opportunity part of your forecast. Then you have the details
about the total value of the opportunities when you review and adjust the total Commit forecast. Available in: Lightning
Note: Applying manager judgments is supported in the desktop site only. Experience

As a forecast manager, you can apply judgment to opportunities that your subordinates own. You
Performance, and
can’t apply judgments to opportunities that you own that are part of your forecast.
1. On the forecasts page, select the forecast value that you want to review. Enterprise and Unlimited
The opportunities that roll up to that forecast are shown in the opportunities list. Editions with the Sales Cloud
2. In the Manager Judgment field, indicate whether the opportunity is included or excluded from
the forecast USER PERMISSIONS
3. Save your changes. To use Collaborative

Forecasts:
The total of the opportunities that have closed and opportunities judged as included, or “in,” the
forecast are shown when hovering over the Commit forecast. To see the details, hover over the
icon. OR
Allow Forecasting
OR
Delegated forecast
manager status
Experience:
Hierarchy
To apply judgments and
adjust forecasts:
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If Salesforce is configured to show adjustment details in columns, hover over the My Commit forecast to see the manager’s judgment
Total IN value.
SEE ALSO:

A forecast adjustment indicates an assessment about the sales value that a forecast manager or
EDITIONS
sales rep feels confident of closing during of the forecast period. Adjusting Best Case and Commit
forecasts values is a way to accurately gauge where a sales team is on their path to hitting its sales Available in: both Salesforce
numbers. An adjustment doesn’t change the underlying gross rollup and doesn’t appear in reports. Classic (not available in all
It just adds a layer of detail to a forecast. orgs) and Lightning
For more accuracy and clarity, managers can indicate which opportunities are part of their committed, Experience
adjusted forecast by applying their own judgment to the opportunities in the forecast. See Manager Available in: Professional,
Judgments in Collaborative Forecasts on page 436 for details. Performance, and
Your Salesforce admin can enable forecast managers to adjust subordinates’ and child territory Developer Editions and in
forecasts, enable all Collaborative Forecasts users to adjust their own forecasts (including territory Enterprise and Unlimited
forecasts they own), or both. Editions with the Sales Cloud
Depending on your system settings, forecast managers can:

• Adjust their own Best Case and Commit forecasts and the forecasts of subordinates one level below them in the forecast hierarchy.
The Salesforce mobile app supports owner adjustments only.
• Adjust forecasts that don’t include adjustments and forecasts that include adjustments made by someone else on their opportunity
team.
• View adjustments that subordinates make at every level below them in the forecast hierarchy. Adjustments made to their subordinates’
forecasts roll up into their own forecasts. For example, let’s say you’re a sales manager who adjusted the forecast of one of your sales
reps down from $2,000 to $1,500. Your vice president, who’s your forecast manager, sees $1,500 when viewing your forecast, along
with an icon indicating that the forecast contains an adjustment. The vice president can decide to adjust it back to $2,000.
Any adjustments that the managers make to subordinates’ forecasts from their own forecast page don’t appear on the subordinate’s
forecasts page. Instead, the managers see that subordinate’s forecasts and any adjustments that the subordinates made to their own
forecasts or forecasts of their subordinates.
For example, let’s say you’re a vice president of sales. On your own forecasts page, you see a July Best Case forecast of $1,250 (including
a $50 adjustment that you made) for one of your first-level subordinates, a sales manager. However, when you view the sales manager’s
forecasts page, the July Best Case forecast is $1,200, because it doesn’t include your adjustment. If a manager and a subordinate adjust
the same forecast, only the manager’s adjustment rolls up the forecast hierarchy.
Note: While you’re viewing a forecasts page, your subordinates can be adjusting their own forecasts or editing related opportunities.
Or you can adjust one of your subordinates’ forecasts from your own page. All these events change forecasts. To view the most
recent forecasts, click Refresh. In Lightning Experience, a timestamp shows the date and time when the forecasts page was
refreshed. In-progress data updates aren’t indicated.
Adjustment Details
Your Salesforce admin can configure adjustments to show only in a window when you hover over a forecast cell, or to break out
adjustment amounts into separate columns.
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If Salesforce is configured to show adjustments when hovering over the cell, you see one forecast value per row for each category shown
in the forecast summary. That value represents the last adjusted value for that category. If the cell includes a icon, the forecast value
includes an adjustment. Hover over the cell to review these details.
• The original forecast value before any adjustments were made.
• The adjusted value from your team (seen by forecast managers only).
• Your total Closed + IN judgments, if manager judgments are enabled (seen by forecast managers only)
• Any notes that you entered about adjustments that you made.
If Salesforce is configured to break out adjustments into separate columns, expand an adjustable forecast category to see the following
forecast values.
• The original forecast value before any adjustments were made.
• Your team’s adjustments (if owner adjustments are enabled and you’re a forecast manager).
If a value in any column includes an adjustment, the cell includes a icon. Your adjustments are shown in the My <category> column,
for example, My Commit. To see these details, hover over the cell.
• Your total Closed + IN judgments, if manager judgments are enabled (seen by forecast managers only)
• Any notes that you entered about adjustments that you made.
To see the details about team adjustments, go to your direct report’s forecast view.
Note: If there are changes in the last 7 days, you can also see the details about those changes when hovering over the cell.
However, the icon doesn’t indicate those types of changes.
Adjustments and Multiple Active Forecast Types

If multiple forecast types are active, each forecast type maintains separate adjustments. For example, if opportunity revenue and quantity
forecasts are enabled, you can adjust forecasts for each type. However, adjustments made in the opportunity revenue-based forecast
aren’t shown as adjustments in any other forecast type. So if you adjust an opportunity revenue forecast from $100,000 to $90,000, and
then switch your forecast view, you don’t see an equivalent adjustment value in the opportunity quantity forecast. If you change the
forecast view back to the opportunity revenue forecast, you see your adjustment of $90,000.
Adjustments and Product Family Forecasts

If you use product family forecasts, you can’t adjust your own product family forecasts in Salesforce Classic. If users adjust their product
family forecasts in Lightning Experience, not every total in the Salesforce Classic forecasts grid reflects the adjustments.
Adjustments When Opportunities Move Between Forecast Categories

When an opportunity moves from one forecast category to another, such as from Pipeline to Best Case, the unadjusted raw forecasts
change for each of those rollups. However, forecasts with adjustments don’t change in the summary on the forecasts page. To account
for changes in the stage of opportunities, update or remove your adjustments to each forecast rollup.
SEE ALSO:
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Adjusting overstated or understated Best Case, Most Likely, or Commit forecast values gives you a
EDITIONS
more accurate picture of the path to hitting your forecast or quotas. Updating the rollup values on
the forecasts page doesn’t change the underlying amounts or quantities in the opportunities that Available in: both Salesforce
make up the forecast. Classic (not available in all
Your Salesforce admin can choose to allow only managers to adjust subordinates and child territory orgs) and Lightning
forecasts, or allow all forecasts users to adjust their own forecasts and territory forecasts. The Experience
Salesforce mobile app supports owner adjustments only. You can’t adjust data in a custom forecast Available in: Professional,
column added to a forecast type. Performance, and
1. On the forecasts page in the desktop site, hover over the forecast that you want to adjust, and Developer Editions and in
then click . If Salesforce is configured to show adjustments as columns, make your own
adjustments in the My Commit, My Best Case, or My Most Likely columns.
In the Salesforce mobile app, on the Forecasts screen, tap . You can also start by tapping
USER PERMISSIONS
the forecast that you want to adjust, and then tap .
2. Enter the adjusted value and notes about why you made the adjustment. Forecasts:
Each blank line (carriage return) in your note text counts as 2 characters. For example, if you • View All Forecasts
copied and pasted text from another editor, the paragraphs can cause you to reach the character OR
limit earlier than anticipated.
Allow Forecasting
3. Save your changes. OR
An icon appears in the cell to show that you adjusted the forecast.
Delegated forecast
manager status
Experience:
Hierarchy
To adjust forecasts:
To remove an adjustment you made (desktop site only), click , and then click Remove.
In Salesforce Classic, adjustments are indicated with the following icons:
Icon in Salesforce Definition

Classic
You adjusted the forecast. You see this indicator only on your forecasts page.
440
Icon in Salesforce Definition

Classic
One of your subordinates adjusted the forecast. You see this indicator on your forecasts page and your
subordinates’ forecasts pages.
You and one or more subordinates adjusted the forecast. You see this indicator only on your forecasts
page, because when you drill down to a subordinate’s page, you see the page as that user sees it.
Save your adjustment.
Undo your adjustment, and restore the previous value of the forecast. Hover over the button to see a
tooltip that tells you if the previous value includes an adjustment.
The adjustment includes a note.
remove Remove your adjustment, and restore the previous value, which can include someone else’s adjustment.
SEE ALSO:

Forecast judgments at the opportunity level and adjustments at the rollup level work together to
EDITIONS
provide an assessment about the sales that the forecast owner feels confident to close during the
forecast period. Your system settings and your place in the forecast hierarchy determines if you can Manager judgments
view and make judgments and adjustments. available in: Professional,
Performance, and
Role-Based Forecasts Developer Editions and in
Review who can view your forecast, view and apply judgments to opportunities in your forecast, Editions with the Sales Cloud
and adjust your forecast total. The details in this table apply to role-based forecasts only.
Adjustments available in:
User Can Can they view and Can they adjust your role-based both Salesforce Classic (not
they apply judgment to forecasts? available in all orgs) and
view opportunities in Lightning Experience in
your your forecast Professional, Performance,
forecasts? and Developer Editions and
Your manager’s Yes View only No Editions with the Sales Cloud
manager
Your manager Yes Yes Yes. Managers adjust forecasts from their
own forecasts pages.
You Yes No Yes, if enabled by your admin. You can

adjust forecast totals only, not the subtotal
for My Opportunities.
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User Can they Can they view and apply Can they adjust your role-based forecasts?
view your judgment to opportunities
forecasts? in your forecast
Your subordinate in the No No No
role-based hierarchy
The subordinate of your No No No

subordinate in the
role-based hierarchy
Anyone you shared your Yes Yes, if you selected View and Yes, if you selected View and Edit as the access level.
forecasts with Edit as the access level when
you shared the forecast. If you
granted view-only access, then
the shared user can only view
judgments.
Review whose forecasts you can view, view and apply judgments to, and adjust. The details in this table apply to role-based forecasts
only.
User Can you Can you view and apply Can you adjust role-based forecasts
view judgment in the forecast?
role-based
forecasts?
Your manager’s No No No
manager
Your manager No No No
You Yes No Yes, if enabled by your Salesforce admin
Your subordinate in the Yes. However, Yes Yes. You can adjust these forecasts from your own forecasts
role-based hierarchy if you select a page.
direct
subordinate’s
forecast, you
see the same
view as that
subordinate,
so your
adjustments
aren’t visible.
The subordinate of your Yes. You see View only No. Your direct reports can adjust their own direct reports’
subordinate in the the same view forecasts.
role-based hierarchy that the
subordinate
sees.
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User Can you Can you view and apply Can you adjust role-based forecasts
view judgment in the forecast?
role-based
forecasts?
Anyone who has shared Yes. You see Yes, if they selected View and Yes, if they selected View and Edit as the access level.
their forecasts with you the same view Edit as the access level when
that the sharer they shared the forecast. If they
sees. granted view-only access, then
you can only view judgments.
Territory Forecasts
Review who can view your territory forecast, view and apply judgments to opportunities in your territory, and adjust the territory’s
forecast total. The details in this table apply for territory forecasts only.
User Can they view the Can they view and apply Can they adjust the
territory’s forecasts? judgment in the territory’s territory’s forecasts?
forecast?
Parent Territory’s forecast Yes Yes Yes
manager
Another territory’s forecast Yes, if the territory is above the View only, if the user is the Yes, if the user is the forecast
manager territory in the hierarchy forecast manager and the manager for the territory.
territory is above your territory
in the hierarchy.
Anyone you shared your Yes, the user sees the same view Yes, if you selected View and Yes, if you selected View and
forecasts with that the sharer sees Edit as the access level when Edit as the access level when
you shared the forecast and the you shared the forecast.
shared user is a forecast
manager. If you granted
view-only access, then the
shared user can only view
judgments
Review whose forecasts you can view, view and apply judgments to, and adjust. The details in this table apply to territory forecasts only.
Are you assigned as the Can you view the territory’s Can you view and apply Can you adjust the
territory’s forecast forecasts? judgment to opportunities territory’s forecasts?
manager? in the territory’s forecast?
Yes Yes Yes, if the opportunity owner is Yes, if owner adjustments are
part of the immediate child enabled.
territory.
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Are you assigned as the Can you view the territory’s Can you view and apply Can you adjust the
territory’s forecast forecasts? judgment to opportunities territory’s forecasts?
manager? in the territory’s forecast?
No, but I’m assigned as another Yes, if the territory you’re Yes, if the assigned territory is Yes, if:
territory’s forecast manager. assigned to as forecast manager the parent territory • The territory you’re assigned
is above this territory in the to as forecast manager is
hierarchy. above this territory in the
hierarchy.
• Manager adjustments are
enabled.
No, I’m not assigned as forecast Only if: No Only if:

manager for any territory. • The territory has no forecast • The territory has no forecast
manager assigned. manager assigned.
• You’re assigned to the • You’re assigned to the
territory. territory.
• Owner adjustments are
enabled.
Shared forecast from another Yes, the user sees the same view Yes, if the user selected View Yes, if they selected View and
Territory forecast manager that the sharer sees and Edit as the access level Edit as the access level when
when they shared the forecast, you shared the forecast.
and the shared user is a forecast
manager. If they granted
view-only access, then the
shared user can only view
judgments.

Review the scenarios that cause manager judgments and forecast adjustments to be deleted.
EDITIONS
Manager Judgments Manager judgments

Manager judgments are deleted in role-based forecast types when any of these changes happen.
Performance, and
• An opportunity is deleted. Developer Editions and in
• The opportunity owner changes to someone who reports to a different forecast manager. If Enterprise and Unlimited
the new opportunity owner reports to the same forecast manager, the forecast manager’s Editions with the Sales Cloud
judgment is retained. Adjustments available in:
• The opportunity owner is no longer enabled for Collaborative Forecasts. both Salesforce Classic (not
available in all orgs) and
• The user role of opportunity owner changes, and the owner no longer reports to the forecast
Lightning Experience in
manager.
Professional, Performance,
• The forecast manager changes, even if the manager is assigned to the same user role. and Developer Editions and
• The forecast manager no longer has access to Collaborative Forecasts. All judgments that the in Enterprise and Unlimited
forecast manager made are deleted. Any judgments on opportunities that forecast manager Editions with the Sales Cloud
owned are also deleted.
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For information about how territory-based forecasts are affected, see Considerations for Managing Territory Forecasts on page 420.
Forecast Adjustments
Changing some forecasting and custom fiscal year settings can delete forecast adjustments, but underlying data isn’t affected. Adjustments
are deleted when your admin does any of the following.
• Disables Collaborative Forecasts.
• Disables manager adjustments. Only adjustments made by forecast managers to their subordinates’ and child territory forecasts are
deleted.
• Disables owner adjustments. Only adjustments made by forecast users to their own forecasts, including territory forecasts they own,
are deleted.
• Changes your forecast period setting from quarterly to monthly or from monthly to quarterly.
• Disables a forecast type. Only adjustments for that forecast type are deleted.
• Changes the start month of your fiscal year when the forecast period is set to quarterly. Quotas and adjustments are deleted.
• Deletes a product family. Quotas and adjustments are deleted for the product family.
• Switches from cumulative forecast rollups to individual forecast category rollups or from individual to cumulative rollups.
• Creates a custom fiscal year for the first time. All adjustments and quotas for the corresponding and following standard fiscal years
are deleted.
• Deletes a custom fiscal period or quarter. Forecast adjustments and quotas for that period or quarter are also deleted.
For role-based forecast types, adjustments are also deleted when:
• You’re no longer a forecast manager. Only adjustments that you made to subordinates’ forecasts are deleted.
• You’re removed from a role that’s set as a forecast manager in the forecast hierarchy. Only adjustments that you made to subordinates’
forecasts are deleted.
• You’re deactivated as a user.
SEE ALSO:
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Increase visibility into your forecast and ensure stakeholders can view, adjust, and report on projected
EDITIONS
sales in Collaborative Forecasts. For example, a sales manager can share her forecasts with Sales
Ops for reporting purposes, or with another sales manager while she’s out of the office. Available in: Lightning
Forecast managers can share their forecasts page with other Salesforce users at their company who Experience
have access to forecasts, and who have read access to their user in Salesforce. For example, if Jane
shares her forecast data with Tom, Tom must have at least read access to Jane’s user record to view
Performance, and
the forecast data. Developer Editions and in
You can’t share forecasts with portal users, Chatter users, or groups, or share territory forecasts. Enterprise and Unlimited
1. On the forecasts page, click .
2. Choose the coworker you want to grant access to your forecast.
USER PERMISSIONS
3. Select whether the user can only view your forecast or whether they can view and edit. Users
given View and Edit access can adjust your forecast while it’s shared. You can change your To use Collaborative
Forecasts:
selection later.
4. Save your changes. OR
To view a forecast that’s shared with you, choose a coworker from the My Shared Forecasts list on Allow Forecasting
the forecasts page. If the rollup includes opportunities that you don’t have access to, you can see OR
the opportunities in the opportunity list on the forecasts page, but you can’t view the opportunities’
Delegated forecast
detail pages. If the forecast uses a custom field that you don’t have access to, you can see the forecast
manager status
amounts, but not the amounts for the specific custom field.
To stop sharing your forecast, click , select Edit, and remove the coworker’s name. Be sure to forecasts in Lightning
save your changes. Experience:
Hierarchy
To share forecasts:
• Forecast manager in the
role-based or
territory-based hierarchy
Report on Sales Projections

Unlock details about forecasts and forecasts trends when you create custom report types for
EDITIONS
Collaborative Forecasts. For example, help managers and other stakeholders see the accuracy of
planned forecasts versus adjusted and closed forecasts. Available in: both Salesforce
Preparing Sales Leaders to Report on Forecasts orgs) and Lightning
Unlock details about forecasts with and without adjustments, overall planned revenue, and Experience
quota attainment when you create custom report types for Collaborative Forecasts. When you Available in: Professional,
create a custom report type, choose the primary and related objects carefully, because they Performance, and
determine the forecast types you can report on. Developer Editions and in
Guidelines for Using Collaborative Forecasts Reports Enterprise and Unlimited
Review guidelines for how to get the most from Collaborative Forecasting reports.
446
Preparing Sales Leaders to Report on Forecasts

Unlock details about forecasts with and without adjustments, overall planned revenue, and quota
EDITIONS
attainment when you create custom report types for Collaborative Forecasts. When you create a
custom report type, choose the primary and related objects carefully, because they determine the Available in: both Salesforce
forecast types you can report on. Classic (not available in all
This table lists the forecasting custom report types that you can create. When you create a custom orgs) and Lightning
report type, choose the primary and related objects carefully, because they determine the forecast Experience
types you can report on. Available in: Professional,
Performance, and
Primary Object Use to Create a Report for... Developer Editions and in
Forecasting Custom Viewing external data that’s added to a custom column. We recommend Enterprise and Unlimited
Data including all the default fields in the report type.
Forecasting Custom Viewing the forecast compared to external data that’s available in a custom
Data with Forecasting forecast column. For example, create a report that shows how your sales
Items as a related team is performing versus last year’s performance. Create a custom field
object that contains data about last year’s total revenue, and select that field in
a custom column for your active forecast type. Create the custom report
type that uses Forecasting Custom Data as the primary object and uses
Forecasting Items as a related object. When you create the report, include
the forecast owner, the team’s commit value, closed value, and the custom
column.
Forecasting Items Viewing information about forecasts, including adjustment information.

If you use a forecast type based on revenue, we recommend using these
default fields in the report type.
• Owner Only Amount—The sum of a person’s revenue opportunities,
without adjustments. For example, if you own two opportunities, each
worth $10,000, the Owner Only Amount is $20,000.
• Amount Without Adjustments—The sum of a person’s owned revenue
opportunities and the person's subordinates’ opportunities, without
adjustments. Subordinates include everyone reporting up to a person
in the forecast hierarchy. This amount is visible only on reports. For
example, if the sum of the amount of all opportunities that you own
is $20,000, and the sum of the amount of your subordinates’
opportunities is $55,000, the Amount Without Adjustments is $75,000.
• Amount Without Manager Adjustments—The forecast number as
seen by the forecast owner. This amount is the sum of the owner’s
revenue opportunities and the owner’s subordinates’ opportunities,
including adjustments made by the forecast owner on the owner’s or
subordinates’ forecasts. It doesn’t include adjustments made by
forecast managers above the owner in the forecast hierarchy. For
example, Anne has an Amount Without Adjustments of $75,000, made
up of $20,000 of her own opportunities and $55,000 of opportunities
owned by Ben, her subordinate. She adjusts Ben’s amount to $65,000
for a total of $85,000. If you adjust Anne’s number from $85,000 to
$100,000, you see $85,000 in Amount Without Manager Adjustments
because that’s the amount Anne sees. Anne can’t see your adjustments
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Primary Object Use to Create a Report for...

because you’re her manager. To see the amount that includes your adjustment to $100,000, look
at Forecast Amount.
• Forecast Amount—The revenue forecast from the forecast manager’s perspective and the sum of
the owner’s and subordinates’ opportunities, including all forecast adjustments. For example,
you’re a forecast manager and have another forecast manager reporting to you who has an Amount
Without Manager Adjustment totaling $85,000. If you adjust the forecast to $100,000, the Forecast
Amount is $100,000.
If you use a forecast type based on quantity, use these default fields in the report type.
• Owner Only Quantity, Quantity Without Adjustments, Quantity Without Manager Adjustments,
and Forecast Quantity
Regardless of whether you forecast based on revenue or quantity, add these fields.
• Has Adjustment—A checkbox that indicates whether a manager adjustment was made on an
owner’s forecast.
• Has Owner Adjustment—A checkbox that indicates whether a forecast user has adjusted the user’s
own forecast.
If you use cumulative forecast rollups, add this field to your report.
• ForecastingItemCategory—This field indicates which rollup each forecast is for: Open Pipeline,
Best Case Forecast, Most Likely Forecast, Commit Forecast, Closed Only, Pipeline, Best Case, Most
Likely, Commit, or Closed. If you changed the forecast category cumulative rollup names, those
changes appear in the ForecastingItemCategory values.
If you group your forecasts using custom picklists, add these fields in the report type.
• Group Value: API Name—The developer name of the custom picklist value that’s selected in the
forecast type.
• Group Value: Translated Name—The translated value of the custom picklist value selected in the
forecast type.
Forecasting Items with Viewing opportunity revenue or quantity forecasts. View opportunity information for specific forecasting
Opportunities as a related line items. For example, you can create a summary report for each of your subordinates that includes
object the opportunity names and last activity dates for their forecasting items and final forecasts. To include
forecast adjustments, either use the Forecasting Items report type, or use the Forecasting Item with
or without opportunities option.
For opportunities with no opportunity products specified, this report type includes two forecasting
items: one for the opportunity revenue forecast type and one with product family grouping. These
product family forecasting items roll up into the Products Not Specified row of the product family
forecast.
Forecasting Items with Viewing opportunity splits or custom split field forecasts. View opportunity split or custom split field
Opportunity Splits as a related information for specific forecasting line items. For example, you can create a summary report for each
object of your subordinates that includes the opportunity split amounts and percentages for their forecasting
items, with adjustment information and final forecast amounts.
Forecasting Items with Viewing product family forecasts. View product family information for specific forecasting line items.
Opportunity Product as a For example, you can create a summary report for each of your subordinates that includes the product
related object
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Primary Object Use to Create a Report for...

families and total price for their forecasting items, with adjustment information and final forecast
amounts.
This report type shows forecasting items for product family revenue, product family revenue by territory,
and product family quantity forecast types. It includes opportunities with and without opportunity
products specified.
Forecasting Items with Viewing opportunity product split forecasts that contain items that aren’t split. For example, create a
Product Splits: Items with summary report for each of your subordinates that shows the opportunities included in a forecast that
Products No Split and don’t include split amounts or percentages.
Opportunity Product Splits as To see the entire product splits forecasts, create a joined report that includes this report type and these
related objects report types.
• Forecasting Items as the primary object with Product Splits: Items without Products as a related
object
• Forecasting Items as the primary object with Product Splits: Items with Product Splits and
Opportunity Product Splits as related objects
Forecasting Items with Viewing opportunity product splits forecasts that contain items that are split. For example, create a
Product Splits: Items with summary report for each of your subordinates that includes the opportunity product split amounts
Product Splits and and percentages for their forecasting items, with adjustment information and final forecast amounts.
Opportunity Product Splits as To see the entire opportunity product splits forecasts, we recommend creating a joined report that
related objects includes this report type and these report types.
• Forecasting Items as the primary object with Product Splits: Items with Products No Splits and
Opportunity Product Splits as a related object
• Forecasting Items as the primary object with Product Splits: Items without Products as a related
object
Forecasting Items with Viewing opportunity product split forecasts that contain items that don’t include a product designation.
Product Splits: Items without For example, create a summary report for each of your subordinates that shows the opportunities
Products as a related object included in a forecast that aren’t grouped with a product.
To see the entire product splits forecasts, create a joined report that includes this report type and these
report types.
• Forecasting Items as the primary object with Product Splits: Items with Products No Splits and
Opportunity Product Splits as related objects
• Forecasting Items as the primary objects with Product Splits: Items with Product Splits and
Opportunity Product Splits as a related object
Forecasting Quotas Viewing data about individual or team quotas. We recommend including all the default fields in the
report type. For example, you can include lookup fields, such as the full name of the owner. When
running the report, you can filter by your name to see quotas that you created and their related accounts
and owners.
Forecasting Quotas with Viewing quota attainment. For example, you can use Forecasting Quotas and Forecasting Items to
Forecasting Items as a related create the custom report type. Then, when you create the report, include a team’s quotas and forecast
object revenue for closed forecasts, and create a formula field to show the attained quota percentage.
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Note: If you delete a forecast type, reports that use that forecast type don’t run.

Review guidelines for how to get the most from Collaborative Forecasting reports.
EDITIONS
• To determine whether forecasting reports are available, go to the Reports tab, and then click
New Report. Select the folder in which your Salesforce admin has placed the forecasting report Available in: both Salesforce
types. For example, many admins store Forecasting Items and Forecasting Quotas reports in a Classic (not available in all
Forecasts folder. If you don’t see the fields or report type names described in this table, check orgs) and Lightning
with your admin. Experience
• If a report that uses a specific forecast type doesn’t run, that forecast type was likely deleted. Available in: Professional,
Check with your admin. Performance, and
• Reports contain the latest information at the time when you run the report. If changes are in Developer Editions and in
progress while the report is running, you can see a difference between your reports and the Enterprise and Unlimited
forecasts page. Editions with the Sales Cloud
• The data available to you in a report depends on what you have access to and can view in
Collaborative Forecasts. For example, forecast managers can view adjustments, but someone USER PERMISSIONS
who’s not a forecast manager running a similar report doesn’t see the adjusted forecasts in
reports. A forecast can consist of a rollup of many users’ forecasts, so examine report results
Forecasts:
closely when using summary fields.
Report Element How to See It OR

Allow Forecasting
A forecast summary from a specific user’s Create a Forecasting Item report, and add a filter
OR
perspective. using Owner: Full Name. Filter by the person’s
name. Delegated forecast
manager status
A forecast summary from a specific territory’s Create a Forecasting Item or Forecasting Quotas
perspective. report, and add a filter using Territory: Label. forecasts in Lightning
Filter by the territory’s name. Experience:
Forecasting Item and Forecasting Quotas reports • View Roles and Role
don’t include territory-based forecasts in either Hierarchy
of these situations. To view the Reports tab:
• Run Reports
• You select the My direct reports’
forecasting items or My direct reports’ To create, edit, and delete
forecasting quotas filter. reports:
• Create and Customize
• Both role-based and territory-based forecast Reports
types are enabled, and you select the All
AND
forecasting items or All forecasting
quotas filter. Report Builder
The sum of a person’s revenue opportunities, Include Owner Only Amount in your Forecasting
without adjustments. Item report. For example, if you own two
opportunities, each worth $10,000, the Owner
Only Amount is $20,000. To view the same
information for quantity (for role-based forecasts
only), add Owner Only Quantity to the report.
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Report Element How to See It

The sum of a person’s owned revenue opportunities and the Include Amount Without Adjustments in your Forecasting Item
person’s subordinates’ opportunities, without adjustments. report. For example, if the sum of the amount of all opportunities
Subordinates include everyone reporting up to a person in the that you own is $20,000, and the sum of the amount of your
forecast hierarchy. This amount is visible only on reports. subordinates’ opportunities is $55,000, the Amount Without
Adjustments is $75,000. To view the same information for quantity
(for role-based forecasts only), add Quantity Without Adjustments
to the report.
The forecast number as seen by the forecast owner. This number Include Amount Without Manager Adjustments in your Forecasting
is the sum of the owner’s revenue opportunities and the owner’s Item report. For example, Anne has an Amount Without
subordinates’ opportunities, including adjustments made by the Adjustments of $75,000, made up of $20,000 of her own
forecast owner on the owner’s or subordinates’ forecasts. It doesn’t opportunities and $55,000 of opportunities owned by Ben, her
include adjustments made by forecast managers above the owner subordinate. She adjusts Ben’s amount to $65,000 for a total of
in the forecast hierarchy. $85,000. If you adjust Anne’s number from $85,000 to $100,000,
you see $85,000 in Amount Without Manager Adjustments because
that’s the amount Anne sees. Anne can’t see your adjustments
because you’re her manager. To see the amount that includes your
adjustment to $100,000, look at Forecast Amount. To view the same
information for quantity (for role-based forecasts only), add Quantity
Without Manager Adjustments to the report.
The revenue forecast from the forecast manager’s perspective and Include Forecast Amount in your Forecasting Item report. For
the sum of the owner’s and subordinates’ opportunities, including example, you’re a forecast manager and have another forecast
all forecast adjustments. manager reporting to you who has an Amount Without Manager
Adjustment totaling $85,000. If you adjust the forecast to $100,000,
the Forecast Amount is $100,000. To view the same information
for quantity (for role-based forecasts only), add Forecast Quantity
to the report.
Whose forecasts have adjustments made to them. Include Has Adjustment in your Forecasting Item report. For
example, if you make a manager adjustment to one of your
subordinate’s forecasts, this checkbox is selected. If your subordinate
adjusts one of their subordinate’s forecasts, this checkbox is selected.
However, unless you have the View All Data permission, if your
forecast manager adjusts your forecast, this checkbox remains
deselected. You don’t have access to your forecast manager’s
adjustment information. Also add Has Owner Adjustment. If forecast
users adjust their own forecasts, this checkbox is selected.
Quota detail for your forecasts. Create a Forecasting Quotas report. For example, depending on
how your Salesforce admin set up the report type, you can include
fields, such as the full name of the quota owner and territory. Then
you can filter by your own name to see quotas that you created
and their related accounts, owners, and territories.
How forecasts today compare with earlier forecasts. Create a Forecast with Historical Trending report, and then compare
the value of the Forecast Amount field at the beginning of the
month with its value at the end of the month, sorted by owner. To
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Sales Cloud Basics Sales Territories
Report Element How to See It

create the report, switch to Salesforce Classic. You can run the report
in Lightning Experience and Salesforce Classic.
Results for your direct reports only. When creating a forecasting report, choose My Direct Reports’
<item name> from the Show Me (Lightning Experience) or
Show (Salesforce Classic) menu. The report shows results only for
role-based forecast types.
Which type of forecast the results are from. Refer to the Forecasting Type: API Name field in the report results.
This field is included in the default page layout for Forecasting Item
and Forecasting Quota reports.
SEE ALSO:
Creating a Forecasting Custom Report Type
Collaborative Forecasts: What’s Different or Not Available in the Salesforce Mobile

App
• You can adjust your own forecasts but not your subordinates’ forecasts.
• Removing adjustments isn’t supported, but you can edit your own adjustments.
• Changing the forecasting currency isn’t supported.
• Selecting whether to show or hide quota information isn’t supported.
• Custom forecasts page layouts that you use in desktop aren’t available.
• If you have Pipeline Inspection enabled, deal-level insights in the forecasts opportunity list aren’t available.
• Opportunity Product Split forecast types aren’t available. Review those forecasts in desktop.
Sales Territories
Manage and maintain your company’s sales territories. Create territory types, build a model, and
EDITIONS
then add and test your account assignment rules. When you’re satisfied with your model, activate
it, then assign accounts, leads, and users. Roll out your model to your team, and then run reports Available in: Salesforce
to assess its impact and make adjustments as needed. Classic for some features
and Lightning Experience for
Sales Territories Concepts all features
Determine whether planning and managing territories in Salesforce can help your teams Available in: Performance
optimize account coverage and align with leadership goals. and Developer Editions and
Enable Features for Sales Territories in Enterprise and Unlimited
Prepare your sales teams to access the records assigned to their territories and communicate
among teammates.
452
Set Up Territory Types and Territories

Organize all the elements of your company’s territory management plan, including a territory hierarchy, account, lead, and user
assignments, and territory forecasts. Keep your model in the planning state as you perform key tasks that involve defining your
territory model.
Setting Up and Managing Territory Assignments
Automate territory assignments for accounts using rules that you define. Rules can apply to parent territories and their child territories.
Or assign accounts and leads manually directly in account and lead detail pages.
Running Reports on Territories
Keep sales management and stakeholders informed about territory assignments for users, accounts, leads, and opportunities. Run
reports using the custom report types that you create for Sales Territories.
Maintain Sales Territories
Archive or delete territory models. If you established another means for sharing files throughout your sales team, you can disable
Sales Territories.
Manage Territories with Sales Territories
If you manage, administer, or belong to a sales territory, explore your territory model to understand the organizational structure for
your team’s sales efforts.
Things to Know About Sales Territories
Review allocations and discover how account assignment rules work.
SEE ALSO:
Trailhead: Increase Sales Efficiency with Territory Management

Determine whether planning and managing territories in Salesforce can help your teams optimize
EDITIONS
account coverage and align with leadership goals.
Planning and Managing Territories Classic for some features
Establish territory models that give your sales teams the best coverage. Design models on a and Lightning Experience for
map by using Territory Planning, available as an add-on product. Then put your models into all features
action by using Sales Territories. Continuous model optimizations help your company make Available in: Performance
the most of staffing, leadership, and economic changes. and Developer Editions and
Territory Type in Enterprise and Unlimited
Territory types help you organize your territories by key characteristics important to your
company. Every territory you create has a territory type. Territory types are used for organizing
and creating territories only. They don’t appear on territory model hierarchies.
Territory Type Priority
Specifying and managing territory type priority information helps you choose the appropriate territory type for territories you create
or edit. You create your own priority scheme. For example, 001 can indicate that a territory type is the highest priority or the lowest.
Make sure that your scheme can scale as you add more territory types.
Territory
Territories organize groups of accounts, leads, and the Salesforce users who work with them. Territories are created based on territory
types.
453
Territory Model
A territory model represents a complete territory management system for your company. Modeling lets you create and preview
multiple territory structures and different account, lead, and user assignments before you activate the model that works best.
Territory Hierarchy
The territory hierarchy shows a model’s territory structure and serves as its main interaction point. Start from the hierarchy to create,
edit, and delete territories; run assignment rules for territories, and navigate to territory detail pages for more information. From the
hierarchy, you can also assign territories to opportunities, run assignment rules at the model level, and activate or archive the model.
The forecasts hierarchy for territory forecasts is based on your territory hierarchy in the active territory model.
Territory Model State
Territory model state indicates whether a territory is in the planning stage, in active use, or archived. You can have only one active
territory model at a time. But you can create and maintain multiple models in planning or archived state to use for extra modeling
or reference. Some states reflect a territory model’s lifecycle and others indicate errors in processing when states are changed.
How Do Permissions for Territories Affect Feature and Data Access?
Anticipate how permissions for Sales Territories affect administration and provide access to records and data.
Territory Management 2.0 Data Model
Learn about the objects and relationships that represent Sales Territories.
SEE ALSO:
Enterprise Territory Management Implementation Guide
Planning and Managing Territories

Establish territory models that give your sales teams the best coverage. Design models on a map
EDITIONS
by using Territory Planning, available as an add-on product. Then put your models into action by
using Sales Territories. Continuous model optimizations help your company make the most of Available in: Salesforce
staffing, leadership, and economic changes. Classic for some features
Bird’s-Eye View of Planning and Managing Territories all features
Design territory models that align with leadership goals, promote equitable opportunities, and Available in: Performance
motivate sales teams by using Territory Planning. Then fine-tune account access and reflect and Developer Editions and
leadership changes based on the hierarchy that you establish with Sales Territories. in Enterprise and Unlimited
Designing Territory Models Editions with the Sales Cloud
Plan territory models on a map using Territory Planning, an add-on product that optimizes sales
coverage and aligns teams with leadership goals. Assign records and users to territories based
on rules and criteria that you establish. Or automate assignments using other methods that meet your requirements for distributing
work equitably.
Managing Territories
Keep sales reps focused on their individual areas of responsibility using territory models that you design in Territory Planning and
then publish to Sales Territories. The model that you activate limits your reps’ access to only their assigned accounts, leads, and
opportunities.
454
Optimizing Your Territory Model Continuously

Account for staffing, leadership, and economic changes while you ensure the best coverage for your company’s accounts, leads,
and opportunities. Optimize your model by fine-tuning assignment rules, redistributing work with consideration for skill levels and
tenure, or balancing territories, all in Territory Planning. Publish your optimized model to Sales Territories, and then activate it when
you’re ready.
Bird’s-Eye View of Planning and Managing Territories

Design territory models that align with leadership goals, promote equitable opportunities, and motivate sales teams by using Territory
Planning. Then fine-tune account access and reflect leadership changes based on the hierarchy that you establish with Sales Territories.
Discover Territories Set Up Features Design a Territory Model

Planning and Managing Territories Enterprise Territory Management Creating Alignments
Trailhead: Territory Management Basics Implementation Guide Designing Strategic Territories
Trailhead: Salesforce Maps Territory Planning Enable Features for Sales Territories Video: Top-Down Planning
Video: Understand Data Flow Implementing Salesforce Maps Territory
Planning
Trailhead: Plan Your Territories the Salesforce
Way
Resource Center: Sales Territory Mapping:
How to Design and Optimize Your Plan
Assign Work to Your Team Activate Your Territory Model Fine-Tune Territories
Create Rules to Assign Accounts to Video: Publish from Territory Planning to Manage Territories with Sales Territories
Territories Enterprise Territory Management Keeping Territories Running Smoothly
Add Assignment Rules to Territories Publish Alignments to Enterprise Territory
Trailhead: Assign Accounts, Rules, and Users Management
to Territories Preview Territory Assignments for Accounts
Assigning Units Based on Rules and Criteria Activate a Territory Model
Video: Leverage Assignment Rules
Video: Optimize Territories
455
Designing Territory Models

Plan territory models on a map using Territory Planning, an add-on product that optimizes sales
EDITIONS
coverage and aligns teams with leadership goals. Assign records and users to territories based on
rules and criteria that you establish. Or automate assignments using other methods that meet your Available in: both Salesforce
requirements for distributing work equitably. Classic (not available in all
Get an idea of what’s involved in planning and managing territories when you pair Territory Planning orgs) and Lightning
with Sales Territories. After you get your Territory Planning license, design a territory model and Experience
then publish it to Sales Territories. Here’s how. Available in: Enterprise,
High-Level Flow How It Helps Your Business

Get a license for Plan strategic territories aligned with leadership goals on a map with consideration to:
Territory Planning • Geographic location
• Equitable distributions of work based on rep performance
• Visualizations for identifying boundaries, trends, and business patterns
• Economic conditions, leadership changes, and product offerings
If you don’t have a license, discuss your options with your Salesforce account executive.
Import data from Create models that include accounts, leads, and opportunities from Salesforce based on your datasets from
Salesforce Territory Planning. Reports and queries gather the Salesforce data that you specify for your planning efforts.
Import supplemental data from other sources using CSV files that contain metrics, product details, or other
relevant business data that helps you plan with intention.
Create models in Visualize how your optimized models:

Territory Planning • Appear on a map
• Compare with your other modeling scenarios
• Result in balanced and equitable assignments
• Contribute to your business’ sales goals
456

Import supplemental data into your scenarios from CSV files that contain any relevant business data that
helps with your analysis.
Publish models to Sales Apply your model throughout your sales hierarchy. That way, you:
Territories • Ensure that each rep accesses and focuses on only their individual areas of responsibility
• Fine-tune assignments using rules that you run periodically
• Align your sales teams with your company’s leadership goals
Managing Territories
Keep sales reps focused on their individual areas of responsibility using territory models that you
EDITIONS
design in Territory Planning and then publish to Sales Territories. The model that you activate limits
your reps’ access to only their assigned accounts, leads, and opportunities. Available in: both Salesforce
Get an idea of what’s involved in planning and managing territories when you pair Territory Planning, Classic (not available in all
an add-on product, with Sales Territories. After you design and publish your territory model to Sales orgs) and Lightning
Territories, run assignment rules, review assignments, and then activate your territory model. Here’s Experience
how. Available in: Enterprise,

Run assignment rules Apply assignments to records based on rules and criteria that you define in Territory Planning.
Review assignments Verify that your account, lead, opportunity, and user assignments appear the way you expect. Then fine-tune
any assignments that require your attention.
Activate your territory Apply your assignments throughout your territory hierarchy. Activating your model:
model • Enforces the principle of least privilege and restricts your reps’ access to only their assigned accounts,
leads, and opportunities
• Gives anyone above your reps in the territory hierarchy access to those records
457
Optimizing Your Territory Model Continuously

Account for staffing, leadership, and economic changes while you ensure the best coverage for
EDITIONS
your company’s accounts, leads, and opportunities. Optimize your model by fine-tuning assignment
rules, redistributing work with consideration for skill levels and tenure, or balancing territories, all Available in: both Salesforce
in Territory Planning. Publish your optimized model to Sales Territories, and then activate it when Classic (not available in all
you’re ready. orgs) and Lightning
Get an idea of what’s involved in planning and managing territories when you pair Territory Planning, Experience
an add-on product, with Sales Territories. When economic changes and compelling events impact Available in: Enterprise,
your sales teams, optimize your territory model on a map in Territory Planning. Then publish your Performance, Unlimited,
optimized model to Sales Territories where you activate it. Here’s how. and Developer Editions

Import model data Work with your established territory model and refine it based on your changing needs.
from Sales Territories
Optimize territory Reflect changes that affect your sales teams in your updated model.
models in Territory
Planning
Publish the optimized Run assignment rules, review your updated assignments, and make any adjustments before you activate your
model to Sales optimized territory model.
Territories
Activate your territory Apply the changes from your updated territory model.
model
458
Territory Type
Territory types help you organize your territories by key characteristics important to your company.
EDITIONS
Every territory you create has a territory type. Territory types are used for organizing and creating
territories only. They don’t appear on territory model hierarchies. Available in: Salesforce
For example, you can create a territory type called Universal Telco Named Accounts, Classic for some features
then from that type, create territories that include named accounts. Or you can create a territory and Lightning Experience for
type called US Geographic, and from that type create territories based on states or regions. all features
When you create a territory type, make sure that the label and description clearly indicate what Available in: Performance
kinds of territories belong to that type. and Developer Editions and
SEE ALSO:

Specifying and managing territory type priority information helps you choose the appropriate
EDITIONS
territory type for territories you create or edit. You create your own priority scheme. For example,
001 can indicate that a territory type is the highest priority or the lowest. Make sure that your Available in: Salesforce
scheme can scale as you add more territory types. Classic for some features
When you create a territory, you select a territory type from the Territory Type lookup field. and Lightning Experience for
From the lookup, you can view the territory type’s assigned priority. all features
Example: Your organization uses territory type priority to reflect your sales strategy for the Available in: Performance
year. Your organization expects more opportunities within the US east coast than the US west and Developer Editions and
coast in the coming year, so the East Coast territory type is assigned priority 001 and the
West Coast territory type is assigned 005. These priority assignments help those creating
territory records make the right territory type choice. At mid-year, you project unexpected
growth opportunities in the Great Lakes region, so you create a territory type called Great
Lakes and assign it priority 003 to reflect the change in your sales strategy.
SEE ALSO:
Territory Type
Territory
Territories organize groups of accounts, leads, and the Salesforce users who work with them.
EDITIONS
Territories are created based on territory types.
The territory record shows assigned users, manually assigned records, the forecast manager, and Available in: Salesforce
rules that assign accounts automatically. A territory can have both parent and child territories. Classic for some features
Depending on how your organization assigns records, a record can be assigned to more than one and Lightning Experience for
territory. all features

and Developer Editions and
459
Territory Model
A territory model represents a complete territory management system for your company. Modeling
EDITIONS
lets you create and preview multiple territory structures and different account, lead, and user
assignments before you activate the model that works best. Available in: Salesforce
Each territory model features a graphical hierarchy. The hierarchy shows your model’s territory Classic for some features
structure (including parent and child territories) and lets you create, edit, and delete territories and and Lightning Experience for
view their detail pages. Your Salesforce edition determines the number of territory models that you all features
can create and modify at a time. Only one model can be active at any time. Activate the model you Available in: Performance
want to use to finalize its account, lead, and user assignments. and Developer Editions and
Territory Hierarchy
The territory hierarchy shows a model’s territory structure and serves as its main interaction point.
EDITIONS
Start from the hierarchy to create, edit, and delete territories; run assignment rules for territories,
and navigate to territory detail pages for more information. From the hierarchy, you can also assign Available in: Salesforce
territories to opportunities, run assignment rules at the model level, and activate or archive the Classic for some features
model. The forecasts hierarchy for territory forecasts is based on your territory hierarchy in the active and Lightning Experience for
territory model. all features

The name and state of the territory model appear at the top node of the hierarchy (1). Parent and child territories are nested beneath
the model name. If a territory has a forecast manager assigned, the manager’s name appears here (2). Create or edit child territories, or
run their assignment rules (3).
Run the filter that assigns territories to opportunities (4). Run assignment rules for all territories in the model (5). Hover to learn when
rules were last run (6). Set the model’s state to Active or Archive (7). Toggle to a sorted list view and back to tree view (8).
460

Territory model state indicates whether a territory is in the planning stage, in active use, or archived.
EDITIONS
You can have only one active territory model at a time. But you can create and maintain multiple
models in planning or archived state to use for extra modeling or reference. Some states reflect a Available in: Salesforce
territory model’s lifecycle and others indicate errors in processing when states are changed. Classic for some features
The Manage Territories permission: and Lightning Experience for
all features
• Provides users access to territories in planning and archived state and to the list of accounts
and leads assigned to territories in planning and archived state. Available in: Performance
• Doesn’t provide access to the accounts and leads assigned to territories in planning and archived and Developer Editions and
state. Only the name and ID fields appear in the list. To run territory planning reports, users in Enterprise and Unlimited
must get access to accounts and leads via a method other than the permission.
Lifecycle State Definition

Planning The default state for every new territory model you create. The Planning
state lets you preview a model’s territory hierarchy before deploying it.
Active The state of a territory model after you activate it and all processing is complete.
Only one model in your Salesforce organization can be active at a time.
A model in Active state lets users view model details, including hierarchies,
territories, and all assigned accounts and users. Users assigned to territories
within an active model can access and modify accounts and leads that they’re
assigned to within that model. And territory forecasts are based on your active
territory model.
Archived The state of a territory model after you archive it and all processing is complete.
An archived model lets admins view hierarchy and rule assignments as they
were configured when the model was active. Only the active model can be
archived, and archived models can’t be reactivated.
When you archive a territory model or delete a territory on an active model,
the Territory field is reset to a blank value on opportunity records with those
territories assigned.
And when you archive a territory model, Salesforce deletes your territory
forecasts, forecast types, quotas, and adjustments. Before you archive a territory
model, consider running the opportunity territory assignment filter and then
taking screenshots of the forecasts page. You can also create a snapshot.
Error State Definition

Activation Failed An error occurred during activation. Check your email for more information from Salesforce.
Archiving Failed An error occurred during activation. Check your email for more information from Salesforce.
461

Anticipate how permissions for Sales Territories affect administration and provide access to records
EDITIONS
and data.
Make sure that user permissions provide the appropriate level of access for users. For example, if Available in: Salesforce
you want Sales Operations managers and selected Sales managers to be able to manage territories, Classic for some features
assign the Manage Territories permission to them. Anyone who also creates account assignment and Lightning Experience for
rules also needs the View All permission on Accounts. all features
Note: Sales Territories operations that require Manage Territories also require View Setup Available in: Performance
and Configuration for accessing Setup. View Setup and Configuration isn’t required for and Developer Editions and
performing those operations via API. in Enterprise and Unlimited
Users who: Require these permissions,
roles, or ownership:
• Create territory models and all related records (such as Manage Territories
territory types)
• View and manage territory models in all states:
Planning, Active, and Archived
• Activate, archive, delete, or clone territory models
• View territory information on territory-assigned accounts
and leads for territories in models in all states (Planning,
Active, and Archived)
• Create or edit account assignment rules View All on Accounts AND

Manage Territories
AND
View Setup and Configuration
OR Customize Application
The fields available for account
assignment rules depend on
account field-level security
settings. For example, a user has
permissions to create account
assignment rules, but their
profile prevents them from
viewing Annual Revenue
on accounts. They can’t create
account assignment rules that
include that field.
• View the Salesforce Setup tree, including territories settings View Setup and Configuration
• View the territory model in Active state, including its
related records (such as territory types and assignment
rules) and other elements (such as the territory hierarchy)
462
Users who: Require these permissions, roles, or

ownership:
• View the names of all accounts and leads assigned to territories in the Active
territory model
• View territory information on territory-assigned accounts and leads for territories
in models in the Active state only
View data for models in Planning and Archived states on reports that include Manage Territories
territories, assigned records, or rules
Manually assign a territory to an opportunity Manual assignment capabilities depend on a

few factors. See Requirements for Assigning
Opportunities to Territories Manually.
Territory Management 2.0 Data Model

Learn about the objects and relationships that represent Sales Territories.
EDITIONS

Classic for some features
all features

View the Territory Management 2.0 data model on the Salesforce Architect page.
463
Enable Features for Sales Territories

Prepare your sales teams to access the records assigned to their territories and communicate among
EDITIONS
teammates.
Enable Sales Territories Classic for some features
Start the process for managing territories and distributing work to your reps. and Lightning Experience for
all features
Define Default User Access for Territory Records
Specify the default settings for how users can access and modify records associated with the Available in: Performance
sales territories you set up. and Developer Editions and
Enable Filter-Based Opportunity Territory Assignment Editions with the Sales Cloud
Automate assignment of territories to opportunities when you enable and configure filter-based
opportunity territory assignment.
Collaborate on Territory Models
Set up your team to communicate about model development using Chatter Feed Tracking for territory models. Your team can post
and respond to comments, attach files, and get notifications when model states change or key fields are updated.
SEE ALSO:
Enable Sales Territories

Start the process for managing territories and distributing work to your reps.
EDITIONS
1. From Setup, enter Territories in the Quick Find box, and then select Territory Settings.
2. Click Enable Sales Territories.
SEE ALSO: all features
Define Default User Access for Territory Records Available in: Performance
Enable Filter-Based Opportunity Territory Assignment and Developer Editions and
USER PERMISSIONS
To enable Sales Territories:

464
Define Default User Access for Territory Records

Specify the default settings for how users can access and modify records associated with the sales
EDITIONS
territories you set up.
Standard record access settings apply to accounts, leads, and opportunities. If you use Private Available in: Salesforce
default internal access for contacts or cases, you can set access for those records. Classic for some features
You can also choose the access level that users get to the opportunities assigned to their territories’
all features
child territories. For example, set the access level to view and edit to let users edit the opportunities
assigned to their territories’ child territories. Available in: Performance
You can change the access provided by default settings when you create or edit a territory. The
territory’s access level is inherited by the parent territories above it in the territory hierarchy. For
example, San Francisco (view opportunities) is a child territory of California (view and edit
opportunities). A user assigned to California has view access to San Francisco opportunities, but
not view and edit. USER PERMISSIONS
1. From Setup, enter Territories in the Quick Find box, and then select the territory settings. To create a territory model:
2. Select the default access levels you want for accounts, leads, and opportunities. • View Setup and
Configuration
3. If applicable, select the default access levels for contacts and cases.
AND
4. Click Save.
Manage Territories
SEE ALSO: To change settings on the

Territory Settings page:
About Organization-Wide Sharing Defaults
Setting Your Organization-Wide Sharing Defaults
Enable Filter-Based Opportunity Territory Assignment

Automate assignment of territories to opportunities when you enable and configure filter-based
EDITIONS
opportunity territory assignment.
1. From Setup, enter Territories in the Quick Find box, and then select the territory settings. Available in: Salesforce
2. Enable Filter-Based Opportunity Territory Assignment.
3. If your organization is using the Apex code Salesforce provides, first create the class and then all features
return to this Settings page and enter the class name:
OppTerrAssignDefaultLogicFilter. If you opt to use your own code for the Apex Available in: Performance
class, come back and enter the name of the class that you create.
4. If you want to run the filter-based opportunity territory assignment job when opportunities are Editions with the Sales Cloud
created, select that option.
5. Save your settings. USER PERMISSIONS
To enable filter-based
SEE ALSO:
opportunity territory
Developer Guide: OpportunityTerritory2AssignmentFilter Global Interface assignment:
465
Collaborate on Territory Models

Set up your team to communicate about model development using Chatter Feed Tracking for
EDITIONS
territory models. Your team can post and respond to comments, attach files, and get notifications
when model states change or key fields are updated. Available in: Salesforce
After you enable and configure Chatter Feed Tracking, anyone with access to a territory model Classic for some features
record can use Chatter to collaborate on that model. Users who follow the record get updates in and Lightning Experience for
their own Chatter feeds when tracked fields are updated. all features
1. Make sure that Chatter has been enabled. Available in: Performance
2. From Setup, enter Feed Tracking in the Quick Find box, then select Feed Tracking.
3. Select the Territory Model object. Enable Feed Tracking, then select the territory model fields Editions with the Sales Cloud
you want to track.
4. Click Save. USER PERMISSIONS
The Chatter feed appears at the top of your organization’s territory model records.
5. Make sure to tell others who maintain territory models that they can now use Chatter to follow To enable Chatter Field
Tracking:
and collaborate on territory models directly from model records.
To share a Chatter post on
SEE ALSO: a territory model record:
How Do Permissions for Territories Affect Feature and Data Access? • View Setup and
Customize Chatter Feed Tracking Configuration
Salesforce Chatter AND

Manage Territories
Set Up Territory Types and Territories

Organize all the elements of your company’s territory management plan, including a territory
EDITIONS
hierarchy, account, lead, and user assignments, and territory forecasts. Keep your model in the
planning state as you perform key tasks that involve defining your territory model. Available in: Salesforce
1. Create Territory Types and Lightning Experience for
Categorize and define individual territories. Creating territory types is the first step in building all features
your territory model in Salesforce. Available in: Performance
2. Create a Territory Model Record and Developer Editions and
Connect territories to account, lead, and user assignments. When you create a territory model in Enterprise and Unlimited
record, Salesforce creates a territory hierarchy for it.
3. Create Territories
Build your company’s territory model when you create territories that appear on the model’s USER PERMISSIONS
hierarchy in Sales Territories. To build a territory model:
4. Assign Forecast Managers to Territories • View Setup and
Show rolled-up forecasts for a territory when you assign a forecast manager to the territory. Configuration
Without a forecast manager assigned, a territory’s forecasts are based on the individual users AND
assigned to the territory. Manage Territories
466
5. Customize Territory Labels

Reflect your business practices when you customize Sales Territories labels that appear in Salesforce. For example, change the
Territory field on opportunities to District.
SEE ALSO:
Create Territory Types

Categorize and define individual territories. Creating territory types is the first step in building your
EDITIONS
territory model in Salesforce.
Examples of territory types you can create include Named Accounts, Direct Accounts, Available in: Salesforce
and Overlay Sales. Classic for some features
1. From Setup, enter Territory Types in the Quick Find box, then select Territory
all features
Types.
2. Click New Territory Type.
3. Enter a label and a description. In your description, make sure that you clearly indicate what in Enterprise and Unlimited
kinds of territories belong to that type. Editions with the Sales Cloud
4. Specify a territory type priority.
To create a territory type:

SEE ALSO: • View Setup and
How Do Permissions for Territories Affect Feature and Data Access? Configuration
Territory Type Priority AND
Manage Territories
467
Create a Territory Model Record

Connect territories to account, lead, and user assignments. When you create a territory model
EDITIONS
record, Salesforce creates a territory hierarchy for it.
Your Salesforce edition determines the number of territory models you can create in production Available in: Salesforce
and sandbox orgs. This limit includes models created by cloning. Classic for some features
Edition Number of Models in Number of Models in all features
Production Sandbox Available in: Performance
Developer 4 4 and Developer Editions and
Enterprise 2 2 Editions with the Sales Cloud
Performance 4 4
USER PERMISSIONS
Unlimited 4 4
To create a territory model
record:
1. From Setup, enter Territory Models in the Quick Find box, then select Territory • View Setup and
Models. Configuration
2. Click New Territory Model. AND

Manage Territories
3. Define the label and description fields.
4. Click Save.
SEE ALSO:
Allocations and Considerations for Territories
468
Create Territories
Build your company’s territory model when you create territories that appear on the model’s
EDITIONS
hierarchy in Sales Territories.
1. On the Territory Models page in Setup, click View Hierarchy next to the territory model where Available in: Salesforce
you want to create the territory. Classic for some features
2. To show the model’s territory hierarchy, including any territories, select Tree View.
all features
3. To create a top-level territory, hover over the territory model name and click Create Territory.
To create a child territory from an existing territory, hover over the territory name and click Available in: Performance
Create Territory.
4. On the New Territory page, define the territory: give it a meaningful label, and choose its territory Editions with the Sales Cloud
type. If the territory requires different user access for accounts, leads, and opportunities than
the default user access for those records, define the territory’s user access levels.
USER PERMISSIONS
Access levels depend on a territory’s parent in the territory hierarchy. For example, San Francisco
(view opportunities) is a child territory of California (view and edit opportunities). A team member To create territories:
assigned to California gets view access to San Francisco opportunities, but not view and edit. • View Setup and
Configuration
AND
Manage Territories
SEE ALSO:
Assign Forecast Managers to Territories

Show rolled-up forecasts for a territory when you assign a forecast manager to the territory. Without
USER PERMISSIONS
a forecast manager assigned, a territory’s forecasts are based on the individual users assigned to
the territory. To assign a forecast
Assigning forecast managers to territories is a separate process from assigning forecast managers manager to a territory:
• View Setup and
in the user role hierarchy for other forecast types. To use role-based forecasts and territory-based
Configuration
forecasts simultaneously, make sure that you complete both processes.
AND
Before you assign a forecast manager to a territory, make sure that the following are true.
Manage Territories
• Your territory page layout includes the Forecast Manager field.
• The user you want to assign as a forecast manager is forecast-enabled.
• The user you want to assign as a forecast manager is assigned to the territory.
1. From Setup, in the Quick Find box, enter Territory Models, and then select Territory Models.
2. Click View Hierarchy next to your active territory model.
3. Click Edit next to the territory you want to assign a forecast manager.
4. In the Forecast Manager field, enter the user you want to assign as the forecast manager.
6. Repeat these steps for each territory that requires a forecast manager.
469
Note: The number of territories assigned to a forecast manager can impact performance. We recommend that you test thoroughly
for performance issues, and if you observe any, reduce the number of territories per forecast manager.
SEE ALSO:
Customize Territory Labels

Reflect your business practices when you customize Sales Territories labels that appear in Salesforce.
EDITIONS
For example, change the Territory field on opportunities to District.
1. From Setup, enter Rename Tabs and Labels in the Quick Find box, and then select Available in: Salesforce
Rename Tabs and Labels. Classic for some features
2. Click Edit next to Territories.
all features
3. In the Singular and Plural fields, enter your custom labels. These labels replace instances of
Territory and Territories on end-user pages. For example, the Assigned Territories related list Available in: Performance
on accounts becomes Assigned Districts.
4. Click Next. Editions with the Sales Cloud
5. In the Territory Label fields, enter your custom labels. These labels replace instances of Territory
Label in the report builder and output and in the Object Manager field settings for territories. USER PERMISSIONS
For example, Territory Label becomes District Label.
6. Save your changes. To customize Sales
Territories labels:
Setting Up and Managing Territory Assignments

Automate territory assignments for accounts using rules that you define. Rules can apply to parent
EDITIONS
territories and their child territories. Or assign accounts and leads manually directly in account and
lead detail pages. Available in: Salesforce
Managing Users and Roles Within Territories and Lightning Experience for
Control access to accounts and leads when you assign users or roles to territories. And determine all features
your reps’ compensation based on the dates that they serve in their assigned territories using Available in: Performance
reports. and Developer Editions and
Create Rules to Assign Accounts to Territories in Enterprise and Unlimited
Automate assignments of new and updated accounts to territories using rules that you create
and run. Rules identify characteristics you use to define that territory, and tell Sales Territories
to assign accounts with those characteristics to that territory. Accounts are assigned to territories
according to your rules on account creation or update only if your territory model is in Active state.
Assign Accounts Directly to Territory Records
Control territory assignments for accounts that possess unique characteristics and therefore can’t be assigned by rules.
Preview Territory Assignments for Accounts
Validate account assignments before you activate a territory model when you run assignment rules for models in Planning state.
Also verify your manual assignments.
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Assign Accounts and Leads to Territories Manually

Ensure coverage for accounts and leads when you assign them territories directly in account and lead detail pages.
Add Assignment Rules to Territories
Automate record assignments to territories directly from the territory record. Available rules come from the territory model the
territory belongs to.
Assigning Opportunities to Territories Manually
Allocate opportunities to specific territories in Salesforce and enforce the principle of least privilege for the reps and managers within
them when you use Sales Territories.
Run the Opportunity Territory Assignment Filter
Assign territories to opportunities based on the filter logic in the Apex class.
Clone Territory Models
Test territory characteristics using copies of territory models in Planning, Active, or Archived states. Cloned models include the
original’s territories, assignment rules, users, manually assigned accounts, but not leads. When cloning is complete, new models are
in Planning state.
Activate a Territory Model
When you’re satisfied with the structure of your territory model and its territory account assignments, you’re ready to activate it with
Sales Territories. Remember that you can also maintain models in Planning and Archived states for further modeling and reference.
Configure Territory Permissions and Access for Salesforce Admins and Users
Ensure that the right users can access the right territory model elements, records, and record elements in Sales Territories.
Run Assignment Rules for a Territory
Run account assignment rules for any territory that has rules defined and belongs to a territory model in Planning or Active state.
When you run rules from Setup, accounts are assigned to territories according to your rules if your territory model is in Active or
Planning state.
Find Out Which Territories an Assignment Rule Applies To
Identify which territories a single account assignment rule applies to.
View and Manage Assignment Rules at the Territory Model Level
View and manage account assignment rules at a high level. Start from the territory model record to create, edit, or view rules for the
model’s territories. From the model-level list of rules, you can view rule criteria, or open a rule record to find out which territories it’s
assigned to.
Activating Assignment Rules and Applying Them to Descendant Territories
The ability to apply an assignment rule to descendant territories is available at the territory level only. You can’t apply assignment
rules to descendants at the territory model level. The only option you get is to apply a rule to descendant territories if you access
the rule’s record from an individual territory.
SEE ALSO:
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Managing Users and Roles Within Territories

Control access to accounts and leads when you assign users or roles to territories. And determine
EDITIONS
your reps’ compensation based on the dates that they serve in their assigned territories using
reports. Available in: Salesforce
Assign Users to Territories and Lightning Experience for
Give users access to records within the territories where they sell your company’s products and all features
services. Assigned users get access to records after you change the model’s state from Planning Available in: Performance
to Active. and Developer Editions and
Define a Picklist for Territory User Roles in Enterprise and Unlimited
Add territory roles to the UserTerritoryAssociation object’s Role in Territory picklist so you can
select roles for territory users. The Role in Territory picklist you define can be used for all territories
in Active or Planning state.
Assign Territory Roles to Users
Assign territory roles to identify the roles of users within territories.
Identify Users in Territories Assigned to Accounts
Find out who has access to accounts directly in account detail pages.
Identify Territory Users by Territory Role
Track user functions within territories by creating territory roles and assigning them to territory users as needed. For example, create
roles such as Territory Owner, Sales Manager, Product Specialist, or Sales Representative. Users can even have different roles in
different territories.
Show Your Reps Other Users Assigned to Their Leads’ Territories
Increase the chances of your sales reps engaging prospects when they work with teammates on leads. Set up leads so that ones
assigned to territories through Sales Territories show any teammates also assigned to those territories.
Track Historical User Assignments in Territories
Determine compensation for reps based on user assignment start and end dates within territories by using a custom report type
that you set up. This historical data gives sales managers more insight to accurately conduct sales planning, compensate reps fairly,
and review performance analysis.
472
Assign Users to Territories

Give users access to records within the territories where they sell your company’s products and
EDITIONS
services. Assigned users get access to records after you change the model’s state from Planning to
Active. Available in: Salesforce
The number of users assigned to territories can impact performance. If you assign more than 300 Classic for some features
users to territories, test thoroughly for performance issues. To improve performance, reduce the and Lightning Experience for
number of users per territory. all features
1. From the territory model hierarchy, open the territory where you want to assign users. Available in: Performance
2. On the territory’s detail page, in the Assigned Users related list, click Manage Users.
3. On the Assign Users page, select or search for the user you want to add. Editions with the Sales Cloud
4. Click Save.
USER PERMISSIONS
SEE ALSO:
To assign users to territories:
How Do Permissions for Territories Affect Feature and Data Access? • Manage Territories
Define a Picklist for Territory User Roles

Add territory roles to the UserTerritoryAssociation object’s Role in Territory picklist so you can select
EDITIONS
roles for territory users. The Role in Territory picklist you define can be used for all territories in Active
or Planning state. Available in: Lightning
1. From the object management settings for user territory associations, go to the fields area. Experience and Salesforce
2. Click Role in Territory, and then click New.
orgs)
3. Enter the picklist values you want and click Save.
The values you entered are now available for selection from the Role in Territory Available in: Developer and
picklist on the territory’s Users Assigned edit page. Performance Editions and
USER PERMISSIONS
To define picklists:
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Assign Territory Roles to Users

Assign territory roles to identify the roles of users within territories.
EDITIONS
1. Make sure that you’ve created a Role in Territory picklist so you have some roles to select for
users. Available in: Salesforce
2. Open the record of the territory where you want to assign territory roles.
3. In the Assigned Users list, click Edit next to the name of a user to whom you’re assigning a all features
territory role.
4. From the Role in Territory picklist, select the user’s territory role. and Developer Editions and
5. Click Save. in Enterprise and Unlimited
SEE ALSO:
How Do Permissions for Territories Affect Feature and Data Access? USER PERMISSIONS
To assign territory roles to

users:
• View Setup and
Configuration
AND
Manage Territories
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Identify Users in Territories Assigned to Accounts

Find out who has access to accounts directly in account detail pages.
EDITIONS
1. Open the account that has territories assigned.
2. Identify the users from the Users in Assigned Territories related list.
The Modified Date field in this related list tells the last time when the user territory orgs) and Lightning
association record was modified. In some cases, it indicates when the user was assigned to the Experience
territory.
Example: Six sales reps are assigned to the East Coast territory. Because XYZ Publishing is Performance Editions and
also assigned to the East Coast territory, those reps in the territory appear in the Users in in Enterprise and Unlimited
Assigned Territories related list on the XYZ Publishing account. Editions with the Sales Cloud
SEE ALSO:
USER PERMISSIONS
To view users in territories
from Active, Planning,
or Archived territory
models that are assigned to
an account:
• View Setup and
Configuration
AND
Manage Territories
To view users in territories in

the Active territory model
that are assigned to an
account:
• View Setup and
Configuration
Identify Territory Users by Territory Role

Track user functions within territories by creating territory roles and assigning them to territory
EDITIONS
users as needed. For example, create roles such as Territory Owner, Sales Manager, Product Specialist,
or Sales Representative. Users can even have different roles in different territories. Available in: Salesforce
SEE ALSO: and Lightning Experience for
all features
Add or Edit Picklist Values Available in: Performance
Define a Picklist for Territory User Roles
Assign Territory Roles to Users Editions with the Sales Cloud
475
Show Your Reps Other Users Assigned to Their Leads’ Territories

Increase the chances of your sales reps engaging prospects when they work with teammates on
EDITIONS
leads. Set up leads so that ones assigned to territories through Sales Territories show any teammates
also assigned to those territories. Available in: Salesforce
1. From the object manager settings for leads, open page layouts. Classic for some features
2. Add the related list Users in Assigned Territories to the page layout.
all features

USER PERMISSIONS
To create territories:
• View Setup and
Configuration
AND
Manage Territories

Users assigned to the same territory as the lead appear directly on the lead record.
476
Track Historical User Assignments in Territories

Determine compensation for reps based on user assignment start and end dates within territories
EDITIONS
by using a custom report type that you set up. This historical data gives sales managers more insight
to accurately conduct sales planning, compensate reps fairly, and review performance analysis. Available in: Salesforce
1. In Territory Settings, select the option that starts the process for recording assignment activity Classic for some features
in your active model. and Lightning Experience for
all features

USER PERMISSIONS
To assign territory roles to

users:
• View Setup and
Configuration
AND
Manage Territories
2. Create a custom report type using the primary object Territory Models. Add object relationships for Territories and User Territory
Association Logs.
477
Using the custom report type, sales managers can run a report that includes columns such as Territory Label, Full Name, Start Date,
and End Date.
SEE ALSO:
Create a Custom Report Type
478
Create Rules to Assign Accounts to Territories

Automate assignments of new and updated accounts to territories using rules that you create and
EDITIONS
run. Rules identify characteristics you use to define that territory, and tell Sales Territories to assign
accounts with those characteristics to that territory. Accounts are assigned to territories according Available in: Salesforce
to your rules on account creation or update only if your territory model is in Active state. Classic for some features
Tip: Don’t assign a rule to a territory if that rule is a child of another rule that’s already assigned
all features
to the territory. To find out what rules apply to a territory, open the territory’s record detail
page and look at the Assignment Rules Assigned to this Territory related list. If a rule has Available in: Performance
Apply to Child Territories selected, do not assign the rule separately to child and Developer Editions and
territories. in Enterprise and Unlimited
1. From the territory model hierarchy, open the territory where you want to create a rule.
2. On the detail page, in the Assignment Rules Defined in this Territory related list, click New.
USER PERMISSIONS
3. On the rule edit page, enter a name for the new rule and define selection criteria.
If your org has enabled state and country picklists, territory assignment rules using states as a To create or edit assignment
criteria must use contains matching instead of equals matching. rules:
• View All on Accounts
Keep in mind that ZIP/postal codes are alphanumeric fields, not number fields, so in a AND Manage Territories
comparison, 9 is “higher” than 80000, for example.
AND
4. If you want the rule to also apply to the current territory’s descendents, select Apply to child View Setup and
territories. Configuration OR
5. If you want the rule to run when a user creates or updates an account, select the Active
checkbox.
For account updates, these conditions are required for the territory rules to run.
• If the account is updated in Salesforce, Evaluate this account against territory rules on save is selected and the rule is
assigned to a territory in the active territory model.
• If the account is updated via API, AssignmentRuleHeader is specified.
For account inserts, Run territory assignment rules during account inserts in Territory Settings is selected.
6. Click Save to save the rule and return to the territory detail page.
Example: Rules can work together within territories and child territories. For example, you create a territory called Western States,
with child territories Washington, Oregon, and California. From the Western States territory record, you create a rule that assigns
accounts in Washington, Oregon, and California to that territory. You apply that rule to child territories and then, from the California
territory record, you create a rule that assigns accounts in California to the California territory.
For any child territories for the California territory, you don’t have to specify the state in the criteria if you mark the California territory
rule as inheritable to child territories. Instead, you can use more specific criteria, such as ZIP code or industry.
SEE ALSO:
How Account Assignment Rules Work
479
Assign Accounts Directly to Territory Records

Control territory assignments for accounts that possess unique characteristics and therefore can’t
EDITIONS
be assigned by rules.
1. From the territory model hierarchy, open the territory where you want to assign one or more Available in: Salesforce
accounts. Classic for some features
2. On the territory’s detail page, in the Manually Assigned Accounts related list, click Add Accounts
all features
to see a list of your accounts. You can adjust the list view.
3. In the Available related list, select the checkbox for each account you want to assign. To Available in: Performance
view more records, click More beneath the list.
Each selected account appears in the Selected related list.
4. Click Assign.
USER PERMISSIONS
SEE ALSO:
How Do Permissions for Territories Affect Feature and Data Access? To assign accounts
manually within your
territories:
• View Setup and
Configuration
AND
Manage Territories
480
Preview Territory Assignments for Accounts

Validate account assignments before you activate a territory model when you run assignment rules
EDITIONS
for models in Planning state. Also verify your manual assignments.
To protect data quality, you can’t modify a territory until you receive the email confirming that the Available in: Salesforce
rules have been run successfully. If rules do not run successfully, follow instructions provided in the Classic for some features
email for troubleshooting specific issues. and Lightning Experience for
all features
1. Open the record for the territory model whose assigned accounts you want to preview and
click View Hierarchy. Available in: Performance
2. Verify that the model is in Planning state.
3. Click Run Assignment Rules. Editions with the Sales Cloud
4. Select whether to include all accounts or a subset of accounts. Running rules for all accounts
can take a long time. To run rules for fewer accounts, select a last-modified date range, other USER PERMISSIONS
filter criteria (an account field, operator, and value), or both. Reference fields and picklist values
aren’t available. To run rules:
When rules are finished running, we send an email to let you know. • Manage Territories AND
View Setup and
5. From the territory model hierarchy, open each territory and descendent affected assignment Configuration
rules. Also open territories that have manual account assignments.
OR
6. On the territory detail page, click View Accounts to see the accounts assigned to the territory.
(Accounts assigned to the territory’s child territories aren’t shown.) The Method column
indicates how each account was assigned: by a rule or manually. To preview territory model
assignments:
If you change the rules for a territory, run rules again to view those changes. In this case, consider
• Manage Territories
running rules on that territory only. To do so, navigate to the territory’s detail page, scroll to the
Assignment Rules Defined in this Territory related list, and click Run Rules. AND
The Manage Territories permission: View Setup and

Configuration
• Provides users access to territories in planning and archived state and to the list of accounts
assigned to territories in planning and archived state.
• Doesn’t provide access to the accounts assigned to territories in planning and archived state. Only the account name and ID fields
appear in the list. To run territory planning reports, users must get access to accounts via a method other than the permission.
SEE ALSO:
481
Assign Accounts and Leads to Territories Manually

Ensure coverage for accounts and leads when you assign them territories directly in account and
EDITIONS
lead detail pages.
1. Open the account or lead that you want to assign territories to. Available in: Lightning
2. On the Assigned Territories related list, click Assign Territories.
3. Select the territory model that contains the territories you want to associate. In Lightning orgs)
Experience, only the active territory model is available.
4. Select each territory you want to assign. Available in: Developer and
Performance Editions and
5. Save your work. in Enterprise and Unlimited
SEE ALSO:
How Do Permissions for Territories Affect Feature and Data Access? USER PERMISSIONS
To assign territories
manually within accounts
and leads:
• View Setup and
Configuration
AND
Manage Territories
To view territories from

Active, Planning, or
Archived territory models
that are assigned:
• View Setup and
Configuration
AND
Manage Territories
To view territories assigned

from the Active territory
model that are assigned:
• View Setup and
Configuration
482
Add Assignment Rules to Territories

Automate record assignments to territories directly from the territory record. Available rules come
EDITIONS
from the territory model the territory belongs to.
1. Open the territory you want to assign rules to. Available in: Salesforce
2. On the territory’s detail page, in the Assignment Rules Assigned to This Territory related
list, click Assign Rules to see a list of rules available in the model.
all features
3. In the Available related list, hover over the names of available rules to view the details of
their criteria. Select the checkbox for as many as 15 rules that you want to assign to the territory. Available in: Performance
To view more rules, click More beneath the list.
Each selected rule appears in the Selected related list.
4. Apply selected rules to child territories as appropriate.
5. Click Assign. USER PERMISSIONS
To assign rules to a territory:

SEE ALSO:
• View Setup and
AND
Manage Territories
Assigning Opportunities to Territories Manually

Allocate opportunities to specific territories in Salesforce and enforce the principle of least privilege
EDITIONS
for the reps and managers within them when you use Sales Territories.
Requirements for Assigning Opportunities to Territories Manually Classic for some features
Set your expectations for when you assign opportunities to territories manually through Sales and Lightning Experience for
Territories. Assignment options depend on your access to those opportunities’ parent records all features
and your Salesforce user interface. Available in: Performance
Assign Opportunities to Territories Manually and Developer Editions and
Distribute opportunities to the territories of your choice. Sales Territories ensures that the in Enterprise and Unlimited
intended reps can work their deals and territory managers can access their rep’s opportunities.
Requirements for Assigning Opportunities to Territories Manually

Set your expectations for when you assign opportunities to territories manually through Sales
EDITIONS
Territories. Assignment options depend on your access to those opportunities’ parent records and
your Salesforce user interface. Available in: Salesforce
For... It’s important to know that... and Lightning Experience for
all features
Anyone who These stakeholders can edit the Territory field on opportunities.
updates • Opportunity owners with access to their opportunities’ accounts Available in: Performance
assignments and Developer Editions and
• Anyone above opportunity owners in the role hierarchy
• Salesforce admins Editions with the Sales Cloud
483
For... It’s important to know that...

Lightning Experience Assigning opportunities to any territory in the active model requires full access to accounts. Otherwise,
users stakeholders can assign opportunities to only the accounts’ assigned territories.
Salesforce Classic users Stakeholders can assign opportunities to any territory in the active model, even without full access to
accounts.
Assign Opportunities to Territories Manually

Distribute opportunities to the territories of your choice. Sales Territories ensures that the intended
EDITIONS
reps can work their deals and territory managers can access their rep’s opportunities.
1. Open or create an opportunity. Available in: Salesforce
2. In the Territory field, select the territory that you want to assign.
3. Save your changes. all features

SEE ALSO: and Developer Editions and
How Do Permissions for Territories Affect Feature and Data Access? in Enterprise and Unlimited
Requirements for Assigning Opportunities to Territories Manually Editions with the Sales Cloud
USER PERMISSIONS
To assign opportunities to
any territory in the active
model in Lightning
Experience:
• Full access to the
opportunities’ parent
accounts
To assign opportunities to
any territory in the active
model in Salesforce Classic:
• View access or higher to
the opportunities’ parent
accounts
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Run the Opportunity Territory Assignment Filter

Assign territories to opportunities based on the filter logic in the Apex class.
EDITIONS
1. From Setup, enter Territories in the Quick Find box, and then select the territory settings.
2. Verify these settings.
• Filter-based opportunity territory assignment is enabled. and Lightning Experience for
• An Apex class is specified. all features
Only Salesforce admins, opportunity owners, and users above the opportunity owners in the Available in: Performance
role hierarchy can manage filter logic exclusion by selecting or deselecting Exclude from the and Developer Editions and
territory assignment filter logic on opportunities. in Enterprise and Unlimited
3. From Setup, enter Territory Models in the Quick Find box, then select Territory Models.
4. View the active territory model’s hierarchy.
USER PERMISSIONS
5. Click Run Opportunity Filter, and then select options for the opportunities and date ranges
to include. To run the opportunity
territory assignment filter:
6. Run the opportunity filter. • Manage Territories AND
When the job is complete, you receive an email. View Setup and
Configuration
SEE ALSO: OR
How Do Permissions for Territories Affect Feature and Data Access? Customize Application
Clone Territory Models

Test territory characteristics using copies of territory models in Planning, Active, or Archived states.
EDITIONS
Cloned models include the original’s territories, assignment rules, users, manually assigned accounts,
but not leads. When cloning is complete, new models are in Planning state. Available in: Salesforce
If you’re cloning a territory model with assignment rules, make sure that any picklist values referenced Classic for some features
in the assignment rules are valid. Deleted or replaced picklist values referenced by assignment rules and Lightning Experience for
can cause the cloning process to fail. all features
Keep in mind that cloned models don’t include leads. Available in: Performance
1. Open the territory model you want to clone.
2. Click Clone. Editions with the Sales Cloud
3. Define the label and description fields.
The model state changes to Cloning while Salesforce processes your request. Cloning can
take some time, depending on the size and complexity of your model. To clone a territory model:
• View Setup and
During the process, triggers defined against the Territory2Model, Territory2, or Configuration
UserTerritory2Association objects do not fire. AND
When the process is complete, we send you an email to let you know. Manage Territories
SEE ALSO:
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Activate a Territory Model

When you’re satisfied with the structure of your territory model and its territory account assignments,
EDITIONS
you’re ready to activate it with Sales Territories. Remember that you can also maintain models in
Planning and Archived states for further modeling and reference. Available in: Salesforce
One model can be in the Active state at one time. You can activate a model if it’s in the Classic for some features
Planning state. After activating a model, you can’t reset it to Planning, but you can set it to and Lightning Experience for
Archived. If you use territory forecasts, ensure that opportunity revenue rolls up based on the all features
newly activated territory hierarchy. To do so, consider running the opportunity territory assignment Available in: Performance
filter or assigning territories to opportunities manually or via the API. and Developer Editions and
1. Preview account assignments before activating the model. in Enterprise and Unlimited
2. Open the record for the territory model you want to activate and click View Hierarchy.
3. Click Activate.
The model state changes to Activating while Salesforce processes your request. Activation
USER PERMISSIONS
can take some time, depending on the size and complexity of your model. When the process To activate a territory model:
is done, we send you an email to let you know. • View Setup and
Configuration
SEE ALSO: AND
How Do Permissions for Territories Affect Feature and Data Access? Manage Territories
Configure Territory Permissions and Access for Salesforce Admins and Users
Ensure that the right users can access the right territory model elements, records, and record
EDITIONS
elements in Sales Territories.
1. Make sure that you understand how permissions affect territory model and record access in Available in: Salesforce
Sales Territories. Classic for some features
2. Assign user permissions as needed.
all features
3. Add the Assigned Territories related list to your account and lead page layouts. This list lets
Salesforce admins manually assign accounts and leads to territories, and it lets users identify Available in: Performance
which territories are assigned to their accounts. Make sure that the related list includes the
standard and custom fields (if any) that admins and users need.
4. Add the Users in Assigned Territories related list to your account and lead page layouts. This
list lets administrators and users see all users assigned to the territories that are assigned to an
account or lead, according to their permissions. Make sure that the related list includes any USER PERMISSIONS
standard and custom fields that administrators and users need. To assign user permissions:
5. Add the Territory field to your Opportunity page layouts. This field lets administrators • Manage Users
and sales managers manually assign a territory to an opportunity from a list of the territories To create, edit, and delete
assigned to the opportunity’s account. Add the Territory Name and Territory page layouts:
Description fields to Opportunity list views and reports so that users can identify assigned • Customize Application
territories there.
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6. Add any custom buttons, links, or actions you’ve created to territory page layouts.
SEE ALSO:
User Profiles Overview
Permission Sets Overview
Enhanced Page Layout Editor User Interface Elements

Run account assignment rules for any territory that has rules defined and belongs to a territory
EDITIONS
model in Planning or Active state. When you run rules from Setup, accounts are assigned to territories
according to your rules if your territory model is in Active or Planning state. Available in: Salesforce
1. Open the hierarchy for the territory model that the territory model belongs to. Classic for some features
2. In the tree view or list view, find the territory you want to run rules for.
all features
3. Click Run Rules. If you want to view the territory record’s details, including its assigned rules,
before you run its rules, open the record. Then click Run Rules in the Assignment Rules Assigned Available in: Performance
to This Territory related list.
4. Select whether to include all accounts or a subset of accounts. Reference fields and picklist Editions with the Sales Cloud
values aren’t available.
If you run rules Keep in mind that...

USER PERMISSIONS
for... To run rules within your
All accounts Running rules can take a long time. territories:
• Manage Territories
A subset of accounts It's best to select a last-modified date range, other filter criteria (an AND
account field, operator, and value) or both.
View Setup and
If you select criteria using custom checkbox and time fields, make sure Configuration OR
to set: Customize Application
• Checkboxes to 1 for checked or 0 for unchecked
• Time formats to HH:mm:ss.SSS
When rules are finished running, we send an email to let you know.
SEE ALSO:
487

Identify which territories a single account assignment rule applies to.
EDITIONS
1. From Setup, enter Territory Models in the Quick Find box, then select Territory
Models to view a list of your organization’s territory models. Available in: Salesforce
2. Find the model in which the rule operates and click View Rules to see a list of all the rules
associated to the model and its territories.
all features
3. Click the rule name and look for the territories it applies to in the Assigned Territories related
list. Available in: Performance
SEE ALSO: Editions with the Sales Cloud
USER PERMISSIONS
To view assignment rule

details:
• View Setup and
Configuration
AND
Manage Territories
View and Manage Assignment Rules at the Territory Model Level

View and manage account assignment rules at a high level. Start from the territory model record
EDITIONS
to create, edit, or view rules for the model’s territories. From the model-level list of rules, you can
view rule criteria, or open a rule record to find out which territories it’s assigned to. Available in: Salesforce
1. From Setup, enter Territory Models in the Quick Find box, then select Territory Classic for some features
Models. and Lightning Experience for
all features
2. Click View Rules next to the territory model whose rules you want to manage.
3. On the Assignment Rules list view, you can create a rule, open a rule record for complete details, Available in: Performance
or hover over the rule name to view its criteria.
USER PERMISSIONS
To create and run territory

assignment rules:
• Manage Territories AND
View Setup and
Configuration
OR
488
SEE ALSO:

The ability to apply an assignment rule to descendant territories is available at the territory level
EDITIONS
only. You can’t apply assignment rules to descendants at the territory model level. The only option
you get is to apply a rule to descendant territories if you access the rule’s record from an individual Available in: Salesforce
territory. Classic for some features
With this restriction in mind, make sure that you create or edit a rule record from the appropriate and Lightning Experience for
place. Starting from the territory record gives you the most options. Make sure that you activate all all features
assignment rules you want to use: inactive rules do not affect assignments for associated territories Available in: Performance
or any descendant territories they have been applied to. and Developer Editions and
Example: You have a territory model called US, and its hierarchy has two territories: Eastern in Enterprise and Unlimited
States and Western States. The Eastern States territory has an assigned rule called Eastern
States Accounts. If you open the record for the territory model, US, then click View Rules
and from there click Edit to edit the Eastern States Accounts rule record, the final step lets
you activate the rule.
If you start from the Eastern States territory record, then click Edit next to the Eastern States
Accounts rule record, in addition to the step where you activate or deactivate the rule, you
see another step that lets you apply the rule to the Eastern States territory’s descendants.
Running Reports on Territories

Keep sales management and stakeholders informed about territory assignments for users, accounts,
EDITIONS
leads, and opportunities. Run reports using the custom report types that you create for Sales
Territories. Available in: Salesforce
Preparing Sales Management for Territory Reporting and Lightning Experience for
Unlock details about assignments for territories, accounts, opportunities, leads, and users when all features
you create custom report types for Sales Territories. And help managers and other stakeholders Available in: Performance
identify territories without assignments or assignment rules. and Developer Editions and
Identify Accounts Assigned to Territories in Enterprise and Unlimited
Manage account assignments to sales territories when you report on which accounts include
territory assignments. See which accounts belong to which territories.
Identify Territories Without Assigned Accounts
Manage account assignments to sales territories by reporting on which territory models’ territories don’t include assigned accounts.
Identify Users Not Assigned to Territories
Manage user assignments to sales territories by reporting on users not assigned to territories.
489
Identify Territories with Assigned Users

Manage user assignments to sales territories when you run reports that show which territory models’ territories include users assigned.
See which assigned users belong to which territories.
Report on Summarizable Account Fields by Territory
Gauge territory size by reporting on summarizable account data, such as annual revenue or number of employees.
Preparing Sales Management for Territory Reporting

Unlock details about assignments for territories, accounts, opportunities, leads, and users when you
EDITIONS
create custom report types for Sales Territories. And help managers and other stakeholders identify
territories without assignments or assignment rules. Available in: Salesforce
Determine which custom report types can help your sales teams gain insight into the performance Classic for some features
of their territories. Then from Setup, create those custom report types. and Lightning Experience for
all features
For Territories Available in: Performance

Report Type A (Primary B (Related C (Related Object) and Details in Enterprise and Unlimited
Object) Object) Editions with the Sales Cloud
Territories with Territory Territories Territory-Assigned Records

assigned accounts Models
Territories without Territory Territories Territory-Assigned Records

assigned accounts Models Select “B” records may or may not
have related “C” records.
Territories with Territory Territories Users

assigned users Models
Territories without Territory Territories Users

assigned users Models Select “B” records may or may not
have related “C” records.
For Territory Assignment Rules
Report Type A (Primary B (Related C (Related D (Related Object) and Details

Object) Object) Object)
Territories with Territory Models Territories Object Territory Object Territory Assignment Rule Items
assignment rules Assignment Rules
Territories without Territory Models Territories Object Territory Object Territory Assignment Rule Items
assignment rules Assignment Rules Select “B” records may or may not have
related “C” records.
490
For Accounts
Report Type A (Primary Object) B (Related Object) and Details

Account activities in territories Accounts Activities
Select “A” records may or may not have related “B” records.
Filter report by My Territories’ Opportunities or My Territory Team’s
Opportunities.
Accounts assigned to territories Accounts Territories
Accounts not assigned to Accounts Territories

territories Select “A” records may or may not have related “B” records.
For Opportunities and Leads
Report Type A (Primary Object) and B (Related Object)

Details
Opportunities assigned to Opportunities None
territories Filter report by Territory
Name does not equal null.
Opportunities not assigned to Opportunities None

territories Filter report by Territory
Name equals null.
Leads assigned to territories Leads Territories
For Users
Report Type A (Primary Object) B (Related Object) and Details

Users assigned to territories Users Territories
Users not assigned to territories Users Territories

Select “A” records may or may not have related “B” records.
SEE ALSO:
Create a Custom Report Type
491
Identify Accounts Assigned to Territories

Manage account assignments to sales territories when you report on which accounts include
EDITIONS
territory assignments. See which accounts belong to which territories.
1. Make sure that you have a custom report type that links the Accounts and Territories objects. Available in: Salesforce
Specify that the Accounts object must have related Territory records, and make all fields on Classic for some features
these objects available for reporting. and Lightning Experience for
all features
2. Click the Reports tab, and then click New Report.
3. From the Territory Management category, select the custom report type created for this report, Available in: Performance
and then click Continue (Lightning Experience) or Create (Salesforce Classic).
4. Make sure that the Accounts field Account Name and the Territories field Label appear Editions with the Sales Cloud
on the report. If they do not, add them.
5. (Optional) Filter the report results. To show data from territory models in Active state only, USER PERMISSIONS
configure the filter options to show Territory Model: Label equals <name
of active territory model>. From the Show Me (Lightning Experience) or Show To run reports:
(Salesforce Classic) field, to filter by account ownership, select My accounts, My team’s • Run Reports
accounts, or My territory teams’ accounts. To filter by user territory To schedule reports:
assignment, select My territories’ accounts. • Schedule Reports
Important: If you later activate a different territory model, make sure that you update To create, edit, and delete
the territory model name variable in this report. reports:
6. Add any other fields you find useful for this report. Reports
7. Save the report and run it. AND

Report Builder
492
Identify Territories Without Assigned Accounts

Manage account assignments to sales territories by reporting on which territory models’ territories
EDITIONS
don’t include assigned accounts.
1. If you’re using Lightning Experience, click New Report (Salesforce Classic), or switch to Available in: Salesforce
Salesforce Classic. Classic
2. Make sure that you have a custom report type that links the Territory Models, Territories, and
Territory-Assigned Records objects. Specify that the Territories object may or may not have
Performance Editions and
related Territory-Assigned records, and make all fields on these objects available for reporting. in Enterprise and Unlimited
3. Click the Reports tab, and then click New Report. Editions with the Sales Cloud
4. From the Territory Management category, select the custom report type created for this report.
5. Click Create. USER PERMISSIONS
6. Make sure that the Territory fields Label and Territory Model: Label appear on
To run reports:
the report. If they do not, add them.
• Run Reports
7. From the Filters dropdown list, select Cross Filter. Configure the filter options to To schedule reports:
show Territories without Territory-Assigned Records, and then click • Schedule Reports
OK. Configure the filter options to show Object equals Account.
8. To show data from territory models in Active state only, from the Filters dropdown reports:
list, select Field Filter. Configure the filter options to show State equals Active, • Create and Customize
and then click OK. Reports
9. Add any other fields you find useful for this report. AND
10. Save the report and run it. Report Builder
493
Identify Users Not Assigned to Territories

Manage user assignments to sales territories by reporting on users not assigned to territories.
EDITIONS
1. Make sure that you have a custom report type that links the Users and Territories objects. Specify
that the Users object may or may not have related Territories records, and make all fields on Available in: Salesforce
these objects available for reporting. Classic for some features
all features
3. From the Territory Management category, select the custom report type created for this report,
and then click Continue (Lightning Experience) or Create (Salesforce Classic). Available in: Performance
4. Make sure that the Users field Full Name and the Territories field Label appear on the in Enterprise and Unlimited
report. If they do not, add them. Editions with the Sales Cloud
5. Configure a cross filter to show Users without Territories.
6. To show data from territory models in Active state only, configure the filter options to show USER PERMISSIONS
Territory Model: Label equals <name of active territory
To run reports:
model>.
• Run Reports
Important: If you later activate a different territory model, make sure that you update To schedule reports:
the territory model name variable in this report. • Schedule Reports
7. Add any other fields you find useful for this report. To create, edit, and delete
reports:
8. Save the report and run it. • Create and Customize
Reports
AND
Report Builder
494
Identify Territories with Assigned Users

Manage user assignments to sales territories when you run reports that show which territory models’
EDITIONS
territories include users assigned. See which assigned users belong to which territories.
1. Make sure that you have a custom report type that links the Territory Models, Territories, and Available in: Salesforce
Users objects. Specify that the Territory object must have related Users records, and make all Classic for some features
fields on these objects available for reporting. and Lightning Experience for
all features
4. Make sure that the Territory fields Label and Territory Model: Label and the Editions with the Sales Cloud
Users field Full Name appear on the report. If they do not, add them.
5. To show data from territory models in Active state only, configure the filter options to show USER PERMISSIONS
State equals Active.
To run reports:
6. Add any other fields you find useful for this report.
• Run Reports
7. Save the report and run it.
To schedule reports:
8. To show each territory with the users assigned to it, summarize information by Territory object • Schedule Reports
field Label.
reports:
Reports
AND
Report Builder
495
Report on Summarizable Account Fields by Territory

Gauge territory size by reporting on summarizable account data, such as annual revenue or number
EDITIONS
of employees.
1. Make sure that you have a custom report type that links the Accounts and Territories objects. Available in: Salesforce
Specify that the Accounts object must have at least one Territory object record, and make all Classic for some features
fields on these objects available for reporting. and Lightning Experience for
all features
4. If you’re using Salesforce Classic, select Matrix Format for the report. Editions with the Sales Cloud
5. Create a row grouping by using the Label field from the Territories field list.
6. Create a row grouping by using the Account Name field from the Accounts field list. USER PERMISSIONS
7. From the Accounts field list, add summarizable fields, such as Annual Revenue and To run reports:
Employees, to show those totals, and then summarize by Sum. • Run Reports
8. (Optional) Filter the report results. From the Show Me (Lightning Experience) or Show (Salesforce To schedule reports:
Classic) field, to filter by account ownership, select My accounts, My team’s • Schedule Reports
accounts, or My territory teams’ accounts. To filter by user territory
assignment, select My territories’ accounts. reports:
9. Add any other fields you find useful for this report. • Create and Customize
Reports
10. Run the report and make sure it shows the data and the arrangement that you want.
AND
11. Save the report.
Report Builder
Maintain Sales Territories

Archive or delete territory models. If you established another means for sharing files throughout
EDITIONS
your sales team, you can disable Sales Territories.
Archive a Territory Model Classic for some features
Archiving a territory model deactivates it, but the model remains in your territory model list. and Lightning Experience for
From this list, you can reference the model’s associated assignment rules and the resulting all features
account-to-territory assignments generated by the rules. You can archive a model only if it’s in Available in: Performance
the Active state. After archiving a model, you can’t return it to the Active state or the Planning and Developer Editions and
state. in Enterprise and Unlimited
Delete a Territory Model Editions with the Sales Cloud
Delete a territory model if your team no longer actively uses the model for territory management
or reference. You can’t delete an active territory. The model must be in Planning or Archived
state.
Disable Sales Territories
Determine and establish other means for sharing records throughout your sales organization before you disable Sales Territories.
SEE ALSO:
496
Archive a Territory Model

Archiving a territory model deactivates it, but the model remains in your territory model list. From
EDITIONS
this list, you can reference the model’s associated assignment rules and the resulting
account-to-territory assignments generated by the rules. You can archive a model only if it’s in the Available in: Salesforce
Active state. After archiving a model, you can’t return it to the Active state or the Planning state. Classic for some features
Warning: When you archive a territory model, Salesforce deletes your territory forecasts,
all features
forecast types, quotas, and adjustments. After you activate another territory model, you must
re-create territory forecast types for it. Before you archive a territory model, consider these Available in: Performance
options. and Developer Editions and
• Run the opportunity territory assignment filter, and then take screenshots of the forecasts in Enterprise and Unlimited
page.
• Create a snapshot. The snapshot is not deleted as part of the archiving process.
• Export your forecasting records, including forecasting items, facts, quotas, and adjustments.
USER PERMISSIONS
When you archive a territory model, Salesforce also deletes data related to sharing and group To archive a territory model:
associations by territory. To retain this data, export the related records before you archive the • Manage Territories AND
territory model. View Setup and
Configuration
If you’ve enabled deferred group membership calculation, we recommend suspending it to avoid
issues with group membership cleanup during territory model archival. You can re-enable deferred
group membership calculation after archival is completed.
1. From Setup, enter Territory Models in the Quick Find box, then select Territory Models.
2. Open your active territory model.
3. Click Archive, and then click Archive Territory Model to confirm.
The model state changes to Archiving while Salesforce processes your request. When processing is complete, the model state
changes to Archived, and you receive a confirmation via email. This process can take some time, depending on the size and
complexity of your organization.
SEE ALSO:
497
Delete a Territory Model

Delete a territory model if your team no longer actively uses the model for territory management
EDITIONS
or reference. You can’t delete an active territory. The model must be in Planning or Archived state.
Deleting a territory model also deletes all its associated territories and account assignments. You Available in: Salesforce
can’t cancel the process or restore a deleted model. The process can take several hours, so we send Classic for some features
you an email when it’s complete. and Lightning Experience for
all features
1. From Setup, enter Territory Models in the Quick Find box, then select Territory
Models. Available in: Performance
2. Find the model in the list. Check the value in the State column to make sure that the model is
in the Planning or Archived state.
3. Click Del.
4. Later, check your email for confirmation that the deletion process is complete. USER PERMISSIONS
To delete a territory model:

SEE ALSO:
How Do Permissions for Territories Affect Feature and Data Access? View Setup and
Configuration
Disable Sales Territories

Determine and establish other means for sharing records throughout your sales organization before
EDITIONS
you disable Sales Territories.
Important: If you disable Sales Territories, your users lose record access that’s based on Available in: Salesforce
territory assignments, and your organization no longer has access to territory management Classic for some features
data, including territory forecasts. If you re-enable Sales Territories, you can lose data that had
all features
previously been available through the feature.
1. If you haven’t already, archive your active territory model before disabling Sales Territories. Available in: Performance
2. From Setup, enter Territories in the Quick Find box, and then select the territory settings. in Enterprise and Unlimited
3. Click Disable Sales Territories. Editions with the Sales Cloud
USER PERMISSIONS
To disable Sales Territories:

498
Manage Territories with Sales Territories

If you manage, administer, or belong to a sales territory, explore your territory model to understand
EDITIONS
the organizational structure for your team’s sales efforts.
Explore Your Company’s Territory Model Classic for some features
A territory model includes a hierarchy and a list view of parent and child territories. Drill down and Lightning Experience for
to get important details on individual territories, including assigned accounts. all features
Identify an Account’s Sales Territories Available in: Performance

Find out which sales territory an account belongs to. and Developer Editions and
View a List of the Accounts or Opportunities in Your Territories Editions with the Sales Cloud
Identify which accounts or opportunities are assigned to the territories you cover when you
create a list view.
Report on the Accounts and Opportunities in Your Territories
Create and run reports that show you which accounts and opportunities are assigned to the territories you cover.
Explore Your Company’s Territory Model

A territory model includes a hierarchy and a list view of parent and child territories. Drill down to
EDITIONS
get important details on individual territories, including assigned accounts.
1. From Setup, enter Territory Models in the Quick Find box, then select Territory Available in: Salesforce
Models. The list view displays your org’s active territory model. Click the model’s label if you Classic for some features
want to view its detail page. Along with other details, this page tells you the last time account and Lightning Experience for
assignment rules were run to realign the territory. all features
2. From the list view, click the model’s View Hierarchy link. Available in: Performance
3. Click Tree View to expand and explore the hierarchy tree.
4. Within the hierarchy, click a territory label to view its detail page, where you can identify its Editions with the Sales Cloud
territory type, assigned users and their access levels, assignment rules, and forecast manager.
5. From the top of the page, navigate back to the model’s territory hierarchy and check out its USER PERMISSIONS
other territories.
To view an active territory
model:
SEE ALSO:
• View Setup and
Territory Hierarchy
499
Identify an Account’s Sales Territories

Find out which sales territory an account belongs to.
EDITIONS
1. Open the account record.
2. View the account’s territories on the Assigned Territories related list.
SEE ALSO: all features
View a List of the Accounts or Opportunities in Your Territories Available in: Performance
USER PERMISSIONS
To identify an account’s
sales territory:
500
View a List of the Accounts or Opportunities in Your Territories

Identify which accounts or opportunities are assigned to the territories you cover when you create
EDITIONS
a list view.
The My Territories filter shows accounts and opportunities that belong to the territories you’re Available in: both Salesforce
assigned to. The My Territory Team’s filter shows accounts and opportunities for territories you’re Classic (not available in all
assigned to and their descendant territories. orgs) and Lightning
Experience
1. On the Accounts or Opportunities tab, begin creating a list view.
2. Give the view a name, and then specify My territories’ or My territory team’s Available in: Developer and
in the filter criteria. Add other filters if you need them. Performance Editions and
3. Choose other fields you want to filter on, then select any other fields you want the list view to
show.
USER PERMISSIONS
SEE ALSO: To view territories in all your
How Do Permissions for Territories Affect Feature and Data Access? organization’s territory
models:
Create or Clone a List View in Lightning Experience
Create a Custom List View in Salesforce Classic View Setup and
Configuration
To view territories in your
organization’s Active
territory model:
• View Setup and
Configuration
To view accounts:
• Read on Accounts
To view opportunities:
• Read on Opportunities
501
Report on the Accounts and Opportunities in Your Territories

Create and run reports that show you which accounts and opportunities are assigned to the territories
EDITIONS
you cover.
The My Territories filter shows accounts and opportunities that belong to the territories you’re Available in: both Salesforce
assigned to. The My Territory Team’s filter shows accounts and opportunities for territories you’re Classic (not available in all
assigned to and their descendant territories. orgs) and Lightning
Experience
1. On the Reports tab, click New Report.
2. Choose an account or opportunity report type, and then click Continue (Lightning Experience) Available in: Developer and
or Create (Salesforce Classic). Performance Editions and
3. In the Show Me (Lightning Experience) or Show (Salesforce Classic) field, select a filter criterion
that begins with My territories’ or My territory team’s. You can also select
these filter criteria when you run account and opportunity reports.
4. Finish creating your report, and then save your changes. USER PERMISSIONS
To run reports:
• Run Reports
To schedule reports:
• Schedule Reports
reports:
Reports
AND
Report Builder
Things to Know About Sales Territories

Review allocations and discover how account assignment rules work.
EDITIONS
Allocations and Considerations for Territories Available in: Salesforce

Plan your territories with consideration to available allocations and potential performance Classic for some features
impact during assignment and rules processing in Sales Territories. and Lightning Experience for
all features
Sales Territories: What’s Different or Not Available in the Salesforce Mobile App
Not every Lightning Experience feature is in the Salesforce mobile app. Find out what’s different. Available in: Performance
How Account Assignment Rules Work in Enterprise and Unlimited
Before you create and use account assignment rules, make sure that you review how they work. Editions with the Sales Cloud
502

Plan your territories with consideration to available allocations and potential performance impact
EDITIONS
during assignment and rules processing in Sales Territories.
Allocations for Territory Models and Territories Classic for some features
Allocations for each territory model include up to 1,000 territories. But if you require more, Salesforce all features
Customer Support can increase your allocations depending on your Salesforce edition.
Salesforce Edition Allocated Maximum and Developer Editions and
Territory Territories in Enterprise and Unlimited
Models per Model Editions with the Sales Cloud
Developer 4 1,000
Enterprise 2
Performance 4 99,999
Unlimited 4
Requests for more than 20,000 territories per model are subject to approval.
Allocations for Assignment Rules and User Assignments
Territory Component Allocation

Assignment rules for each territory 15
Assigned users for each territory 1,950
Performance Considerations
To avoid performance problems, consider managing these conditions.
Condition Ways to Optimize Performance

Individual team members If your sales team includes reps assigned to high volumes of territories, it’s possible to notice slow
assigned to high volumes of performance during assignment and rules processing. If you encounter problems, consider these
territories options.
• Reduce team member assignments to fewer territories. Or assign team members to higher
levels in the territory hierarchy, which can reduce the volume of their assigned territories.
• Defer group membership calculations during assignment and rules processing.
503
Sales Cloud Basics Opportunity Teams and Opportunity Splits
Condition Ways to Optimize Performance

High-volume user assignments to While you can assign up to 1,950 users to a territory, these high-volume assignments can affect
territories performance. Consider limiting user assignments to 300 per territory.
SEE ALSO:
Defer Group Membership Calculations
Sales Territories: What’s Different or Not Available in the Salesforce Mobile App
• The Assigned Territories related list on accounts and leads is read only, even for users with the Manage Territories permission.
How Account Assignment Rules Work

Before you create and use account assignment rules, make sure that you review how they work.
EDITIONS
• A territory can have inherited account assignment rules, meaning that the rules were created
somewhere higher in the territory hierarchy and also impact the given territory. Available in: Salesforce
• A territory can have locally defined account assignment rules, meaning that the rule was Classic for some features
associated at the given territory. and Lightning Experience for
all features
• If a territory doesn't have any inherited or locally defined account assignment rules, then it only
contains accounts that were associated manually. Available in: Performance
• If an account matches all inherited and locally defined account assignment rules for multiple
territories on the same branch of the hierarchy, the account is assigned to the lowest matching
territory.
• If a territory has multiple locally defined account assignment rules, an account is assigned to
the territory only if it matches all locally defined account assignment rules on the territory.
• When referring to picklist values in your account assignment rules, specify the API name instead of its corresponding value. That
way, your account assignment rules reflect any updates to picklist values. For example, you refer to the picklist API name
Agriculture_Sales. You change its corresponding value from Agriculture Sales to Agriculture. Account assignment rules now reflect
Agriculture.
Example:
• Territory A has four rules marked “Apply to child territories“ and is a parent of territory B.
– Territory B has three rules not marked “Apply to child territories” and is a parent of territory C.
• Territory C has two rules.
If you assign an account that matches all of territory A’s and territory C’s rules but only one of territory B’s rules, the account is
assigned to territory C. However, if territory B’s rules are marked ‘Apply to child territories,” the account is assigned only to territory
A.
Opportunity Teams and Opportunity Splits

Create opportunity teams to make it easier to collaborate and track progress on deals. Use opportunity splits and opportunity product
splits to share revenue from a Closed Won opportunity among team members.
504

When you collaborate on deals with colleagues, use opportunity teams to track progress and improve success. Roles on a team can
include an executive sponsor, a dedicated support agent, and a project manager, for example. Team members can be internal users
or partner users. If your Salesforce admin has enabled opportunity splits, you can split credit for opportunities or opportunity products
among members of an opportunity team.
Share Revenue by Using Opportunity Splits and Opportunity Product Splits
Share revenue from opportunities and give team members credit for helping to close deals. Team members can roll their individual
sales credits into quota and pipeline reports for the entire team.
Administer Opportunity Teams
Help your sales teams collaborate and win more deals by enabling opportunity teams and customizing the team layout.
Administer Opportunity Splits and Opportunity Product Splits
Make it easy for your sales reps to collaborate and share opportunity revenue by enabling opportunity splits and opportunity product
splits and customizing them for your business processes.
Set Up Audit History for Splits and Opportunity Teams
Help your sales teams track changes to opportunity splits, opportunity product splits, and opportunity teams by enabling Audit
History.
Considerations for Managing Audit History
Learn how changes to opportunity splits, opportunity product splits, and opportunity team members are logged and shown in Audit
History.

When you collaborate on deals with colleagues, use opportunity teams to track progress and improve success. Roles on a team can
include an executive sponsor, a dedicated support agent, and a project manager, for example. Team members can be internal users or
partner users. If your Salesforce admin has enabled opportunity splits, you can split credit for opportunities or opportunity products
among members of an opportunity team.
Add Teams to Your Opportunities

If your Salesforce admin has enabled opportunity teams, the Opportunity Team related list appears on each opportunity. You can
add, edit, or remove team members.
Set Up a Default Opportunity Team
Set up a default opportunity team of coworkers you typically work with on opportunities, with a role for each member and special
access to your opportunities. If you don’t see the Opportunity Team related list, ask your Salesforce admin to enable opportunity
teams.
Use Reports to Track and Maintain Opportunity Teams
Track opportunity team progress by creating reports and using filters. Update team member information by exporting report data
and using Data Loader.
Considerations and Guidelines for Using Opportunity Teams
Review considerations and guidelines for using opportunity team list views, managing access to private records via opportunity
teams, and adding portal users to teams.
505

If your Salesforce admin has enabled opportunity teams, the Opportunity Team related list appears
EDITIONS
on each opportunity. You can add, edit, or remove team members.
If you don’t see the Opportunity Team related list, ask your Salesforce admin to enable opportunity Available in: Lightning
teams. Experience, Salesforce
1. Edit the opportunity team.
orgs), and the new
a. Add, Edit, or Remove Team Members Salesforce mobile app
In Salesforce Classic, use the Delete All button on the related list. If the team member you Available in: Enterprise,
want to remove has a split percentage greater than 0, first reassign the split. Performance, Unlimited,
To remove the opportunity’s owner from splits calculations, assign a split percentage of 0, and Developer Editions
or transfer the opportunity to another user.
b. Give a Team Member Access to the Opportunity

USER PERMISSIONS
To see each team member’s access, click the Team Member Access action. A member’s To add, edit, or remove
access level can be read and write or read-only, but it’s at least equal to the default opportunity team members:
opportunity sharing access. The Team Member Access action isn’t available in the Salesforce • Read on users
mobile app. For example, a member can be the account manager or an executive sponsor. AND
To edit information about a team member, go to the user’s detail page. If the user is inactive, Edit on opportunities
you can edit split-related fields. AND
c. Specify a Member’s Role on the Opportunity Opportunity owner or

above the owner in the
Changes that you make to an opportunity team don’t affect your default opportunity team
role hierarchy
or the teams on your other opportunities.
2. Add your default opportunity team—users you normally work with on opportunities.
Add your default team to all your opportunities automatically or to one opportunity at a time.
3. Instead of an opportunity team, add the account team for the related account.
Account teams and opportunity teams share available team member roles.
SEE ALSO:
506

Set up a default opportunity team of coworkers you typically work with on opportunities, with a
EDITIONS
role for each member and special access to your opportunities. If you don’t see the Opportunity
Team related list, ask your Salesforce admin to enable opportunity teams. Available in: Lightning
Note: If you don’t see the Default Opportunity Team option in your Advanced User Details Experience and Salesforce
page, ask your Salesforce admin to enable opportunity teams.
orgs)
1. In your personal settings, go to Advanced User Details and find Default Opportunity Team.
Click Default Opportunity Team and then Add. Available in: Enterprise,
USER PERMISSIONS
To set up or edit a default

opportunity team:
• Opportunity owner or
role hierarchy
To add the opportunity
owner’s default opportunity
team to an opportunity:
• Opportunity owner or
role hierarchy
2. Add coworkers, selecting each user’s access to the opportunity and role on the team.
3. If you want, select options for adding the team to open opportunities automatically.
To add your default team to opportunities from now on, select Automatically add my default opportunity team to opportunities
that I create or open opportunities that are transferred to me.
To add your default team to all your open opportunities immediately, select Update open opportunity teams with these members.
If you don’t add your default team to opportunities automatically, you can add it individually by clicking Add Default Team on the
Opportunity Team related list. Add Default Team adds the default team of the opportunity owner, not of the user who clicks the
button.
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4. Click Save.
SEE ALSO:
Use Reports to Track and Maintain Opportunity Teams

Track opportunity team progress by creating reports and using filters. Update team member
EDITIONS
information by exporting report data and using Data Loader.
1. Create a report of type Opportunities with Opportunity Teams. Available in: Lightning
2. The report preview includes the Opportunity Owner field. To use the report to view or update
Classic
information on other team members, add the UserId field.
The report includes all users with a UserId value on the Opportunity Team Member object. Each Available in: in Enterprise,
user has a UserId value for each team. Performance, Unlimited,
3. Save and run the report.
4. Filter the report.
USER PERMISSIONS
a. To track your teams’ progress, filter the report by the opportunity teams that you’re a
member of. To create, edit, and delete
reports in private folders:
b. To update information for a team member across opportunity teams, use a filter and Data
Loader. For example, let’s say that Jessica Adams left your company, so you want to remove
Reports
her from all opportunity teams. Filter the report by Jessica Adams, and find all the UserId
values for the teams she’s a member of. Export the report data and update it as needed, To create, edit, and delete
reports in public and private
and then configure Data Loader to update records with those UserId values.
folders:
• Report Builder
SEE ALSO: OR
Set Up Audit History for Splits and Opportunity Teams Report Builder (Lightning
Experience)
Considerations and Guidelines for Using Opportunity Teams

Review considerations and guidelines for using opportunity team list views, managing access to
EDITIONS
private records via opportunity teams, and adding portal users to teams.
Opportunity Teams in List Views Experience, Salesforce
When you create or edit a custom list view for opportunities, the available filters include the following. orgs), and the new
• My opportunity teams - This filter shows opportunity teams that you belong to, whether owned Salesforce mobile app
by you or others.
• My team’s opportunities - This filter shows opportunities owned by your direct and indirect Performance, Unlimited,
reports, based on role hierarchy. and Developer Editions
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Private Accounts and Opportunities

• Your Salesforce admin can set the organization-wide default access for accounts and opportunities to Private. In that case, if you
give team members access to an individual opportunity, those users gain read-only access to accounts on the opportunity. Conversely,
if you remove a user’s access to an individual account, the user is removed from opportunity teams related to the account.
• You can’t create opportunity teams for opportunities with the Private field selected.
Ownership Changes
When an opportunity is closed and the owner of the opportunity’s parent account changes, opportunity team shares are deleted unless
opportunity splits are enabled.
Portal Users
High-volume portal users can’t be added to teams.
SEE ALSO:

Share revenue from opportunities and give team members credit for helping to close deals. Team members can roll their individual sales
credits into quota and pipeline reports for the entire team.
Opportunity Splits are available in: Lightning Experience and Salesforce Classic (not available in all orgs)
Opportunity Product Splits are available in Lightning Experience
Available in: Performance and Developer Editions and Enterprise and Unlimited Editions with the Sales Cloud

To create or edit splits for opportunity team members: Edit on opportunities
AND
Owner of opportunity record or above the owner in the role
hierarchy
You can add opportunity splits on the Opportunity Splits related list. Or, you can add both opportunity splits and product splits on the
Opportunity Splits tab on an opportunity record.
Important: If you don’t see the Opportunity Splits related list, ask your Salesforce admin to enable opportunity splits. If you don’t
see the Opportunity Splits tab on the opportunity record, ask your admin to add the Opportunity Splits component to the opportunity
record page.
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Add Opportunity Splits in the Opportunity Splits Related List

Credit team members who are directly responsible for opportunity revenue using opportunity splits. Revenue splits and other split types
that your admin creates that total 100% of the opportunity amount. The owner is assigned 100% by default.
1. In the Opportunity Splits related list on an opportunity, click Edit Opportunity Splits.
2. Complete the fields.
Add Opportunity Splits and Opportunity Product Splits in the Opportunity Splits Tab
Credit supporting team members using opportunity product splits. Product splits can total any percentage of the product amount,
including percentages over 100% if defined by your Salesforce admin.
1. In the Opportunity Splits tab on an opportunity, click Edit Opportunity Splits or Edit Product Splits.
2. Complete the fields.
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Important: If you can’t add team members while editing splits, add them in the Opportunity Team related list on the opportunity.
To request the option to add members while editing splits, ask your admin.
Guidelines and Considerations for Using Opportunity Splits and Opportunity Product Splits
Use opportunity product splits to coordinate multiple products’ and team members’ contributions to a deal without leaving your
opportunity record. Learn about key guidelines and considerations when working with splits.
Guidelines and Considerations for Using Opportunity Splits and Opportunity Product Splits
Use opportunity product splits to coordinate multiple products’ and team members’ contributions to a deal without leaving your
opportunity record. Learn about key guidelines and considerations when working with splits.
Opportunity Splits are available in: Lightning Experience and Salesforce Classic (not available in all orgs)
Opportunity Product Splits are available in Lightning Experience

To create or edit opportunity splits and opportunity product splits Edit on opportunities
for opportunity team members: AND
hierarchy
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Opportunity Splits
• Your admin can create custom fields on opportunity splits to help you track splits that you create for team members.
• The split on the Opportunity Amount field includes one revenue split and one overlay split type. If you want more split types, ask
your admin to create them. Your admin specifies which types of splits always total 100%. Look for “must total 100%” in the description
of the split.
• If you don’t see splits on a field, ask your admin to check your field-level security limits.
• To remove a team member from a split, click Del next to the team member’s name.
• To edit rich text fields or multiselect picklists, go to each team member’s opportunity split detail page. Your admin can’t include
those kinds of fields in the Edit All Opportunity Splits window.
• When you enter a monetary amount that requires a split percentage with more than two decimal places, the amount is automatically
rounded to two places.
• When an opportunity has overlay splits, changing the opportunity owner without keeping the opportunity team gives the new
owner the sum of the previous owner’s split percentage. The new owner also gets the previous owner’s split percentage for the
overlay split.
• You can’t insert or edit certain fields on opportunity splits of a certain opportunity split type, if product split records are set up on
the opportunity for that split type. You also can’t delete any opportunity splits belonging to a split type that has product splits
included on the opportunity.
• Opportunity splits don’t roll up to sales territories.
• In the Salesforce mobile app, the Split Amount field isn’t available, and other opportunity splits fields are read-only.
Opportunity Product Splits

• When an opportunity is transferred to a new owner, the opportunity team can be transferred along with the associated product
splits.
• When you delete all the products on an opportunity and the amount becomes 0, we roll up the changes to opportunity splits. The
owner is assigned a 100% split and team members are assigned a 0% split.
• When you delete all the product splits on an opportunity, we roll up the changes to opportunity splits. The owner is assigned a 100%
split and team members are assigned a 0% split. On opportunities with opportunity splits only, when the opportunity amount value
is changed to 0, the case is different. Opportunity splits maintain the original percentages.
• You can’t define product splits on an opportunity for products with both positive and negative amounts if the rollup values in the
Percentage field on the related opportunity split record will be outside of the allowed range of 0% to 100%. For example, Sally has
an opportunity with two products. She wants to add a product split on Product 2 for her team member Bob. Bob gets 50% of Product
2, which has a negative amount. Sally’s split on the same product is updated to 50%. This split scenario isn’t valid because the
opportunity splits for the two reps are outside of the allowed range of 0-100%.
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• When product splits are rolled up to the opportunity splits level, the amounts are limited to two decimal places. While the totals can
be more precise with more decimal places, the values sometimes don’t add up to the exact value. For example, an opportunity with
two products shows slightly different amounts based on the product split percentages.
• When you use product splits on revenue split types, you can’t have more than 200 products on an opportunity.

Help your sales teams collaborate and win more deals by enabling opportunity teams and customizing the team layout.
Facilitate Team Selling by Enabling Opportunity Teams

Help your reps collaborate on deals by enabling opportunity teams.
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Customize Opportunity Team Roles

Every opportunity team member has a role in the opportunity, such as account manager or sales rep. To track the roles that team
members fill in your company, customize opportunity team roles.
Maintain Your Users’ Opportunity Teams
Add, remove, or replace multiple opportunity team members at a time. Update member roles and access.
Disable Opportunity Teams
If you’re not using team selling and you don’t want to retain opportunity team data, you can disable opportunity teams.
Considerations for Customizing Opportunity Teams
If you customize opportunity teams, review considerations related to custom fields, team member information, and validation rule
and Apex trigger support.
Opportunity Team Fields
Opportunity team data is stored in standard fields. A user’s page layout determines which fields are visible, and a user’s access to
the account determines which fields are editable.
SEE ALSO:

Help your reps collaborate on deals by enabling opportunity teams.
EDITIONS
1. In Setup, use the Quick Find box to find Opportunity Team Settings.
2. Select Enable Team Selling.
Experience, Salesforce
3. Select the opportunity page layouts where you want to include the Opportunity Team Member Classic (not available in all
related list. You can also include the related list in page layouts that users have personalized. orgs), and the new
4. Save your settings. Salesforce mobile app

USER PERMISSIONS
To enable team selling
(opportunity teams):
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Every opportunity team member has a role in the opportunity, such as account manager or sales
EDITIONS
rep. To track the roles that team members fill in your company, customize opportunity team roles.
Warning: Available in: Lightning

• Leave the role of opportunity owner unchanged. It’s required for opportunity splits. Classic (not available in all
• Opportunity teams share roles with account teams. If you remove an opportunity team orgs)
role, that role is no longer listed as an account team role.
To edit team roles, first enable opportunity teams. Performance, Unlimited,
1. In Setup, use the Quick Find box to find Team Roles.
2. Edit the picklist values for team roles to follow your business process.
USER PERMISSIONS
To set up team roles:
4. To update a changed picklist value globally, in Setup, use the Quick Find box to find Replace
Team Role.
SEE ALSO:

Add, remove, or replace multiple opportunity team members at a time. Update member roles and access.
Available in: Enterprise, Performance, Unlimited, and Developer Editions

To update multiple opportunity team members, roles, and access Use Team Reassignment Wizards
in one operation:
If a team member you want to remove has a split greater than 0%, first reassign the split.
1. In Setup, use the Quick Find box to find Mass Reassign Opportunity Teams.
2. Specify your changes by following the steps.
a. Select the appropriate account access for new or changed team members. Then complete any custom fields included in the
opportunity team page layout.
b. To remove an opportunity’s owner from splits calculations, assign a split of 0%, or transfer the opportunity to another user.
Suppose that you remove a team member assigned to a revenue split or other opportunity split that must total 100%. The member’s
percentage is transferred to the opportunity owner.
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3. Review the number of changed records, and then click Done.
SEE ALSO:
Disable Opportunity Teams

If you’re not using team selling and you don’t want to retain opportunity team data, you can disable opportunity teams.
Available in: Enterprise, Performance, Unlimited, and Developer Editions

To disable opportunity teams: Customize Application
Before disabling opportunity teams, do the following.

• Disable opportunity splits.
• Delete all custom fields, custom buttons and links, page layouts, validation rules, Apex triggers, and workflow rules that you’ve added
to opportunity teams.
• Delete all custom reports that include opportunity team information.
• Uninstall Apex packages that use opportunity teams.
• Remove team members referenced in your Apex code.
Warning: Disabling opportunity teams is an irreversible process, permanently removing all teams from opportunities, deleting
all default opportunity teams, and removing the Opportunity Team related list from all page layouts.
1. In Setup, use the Quick Find box to find Opportunity Team Settings.
2. Select Disable Team Selling.
SEE ALSO:
Disable Opportunity Splits
Considerations for Customizing Opportunity Teams

If you customize opportunity teams, review considerations related to custom fields, team member
EDITIONS
information, and validation rule and Apex trigger support.
Custom Fields and Picklists Experience and Salesforce
Maximum Custom Fields orgs)
You can create up to 50 custom fields for an opportunity team.
Custom Field Visibility
When editing team members, users see custom fields, even if you don’t add the fields to the
Add Opportunity Team Members multiline page layout.
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Deleting Custom Fields

If you delete a custom field, filters based on the custom field are also deleted. The results of assignment or escalation rules that rely
on the custom field’s data can change.
Default Values in Custom Fields
If you include a default value for a custom field, the field appears blank to Lightning Experience users while they’re adding opportunity
team members. If users don’t enter a value, the default value appears on the record after they save.
Custom Picklists
Mass Reassign Opportunity Teams doesn’t support custom picklists.
Team Member Information Display

Displaying Team Member Information on a Parent Page
To display opportunity team member information on a parent page, link the team member and the parent. For example, to display
team member information on the related account detail page, add a custom lookup field to the multiline editor. Label it Account
to the Opportunity Team. Then set this field to the parent account for each opportunity team member.
Lookups to Team Members Not Supported
You can’t create a lookup from an object, such as an account, to an opportunity team member.
Sorting in Related List
You can customize the sort order of the related list in the Opportunity Team Member page layout. However, if a user sorts the related
list by a different column, the list keeps that sort order even after the page is refreshed.
Validation Rule and Apex Trigger Support

Lightning Experience Support
Validation rules and Apex triggers are applied when Lightning Experience users add their default team to an opportunity using the
Add action on the related list. However, they’re not applied when Lightning Experience users select the personal settings option to
add their default team to opportunities automatically.
Salesforce Classic Support
Validation rules and Apex triggers aren’t applied when Salesforce Classic users add default opportunity teams via any method.
Ownership Change
When an opportunity team member is removed during an opportunity ownership change, Apex triggers are bypassed.
SEE ALSO:
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Opportunity Team Fields

Opportunity team data is stored in standard fields. A user’s page layout determines which fields are
EDITIONS
visible, and a user’s access to the account determines which fields are editable.
Field Description Experience, Salesforce
Opportunity Access A team member’s level of access to an Classic (not available in all
orgs), and the new
opportunity. The access level can be Read/Write
Salesforce mobile app
or Read Only, but it can’t be less than the default
opportunity sharing access. Available in: Enterprise,
Team Role The role that a team member plays for the
opportunity, such as account manager.
User A user listed as part of the team.
SEE ALSO:

Make it easy for your sales reps to collaborate and share opportunity revenue by enabling opportunity splits and opportunity product
splits and customizing them for your business processes.
Set Up Opportunity Splits and Opportunity Product Splits

Prepare to enable opportunity splits by meeting prerequisites. After enabling splits, you can create custom split types to optimize
splits for your sales processes. You can also set up opportunity product splits for your opportunity split types.
Add Opportunity Product Splits
To give team members credit for products they support in closing deals, add opportunity product splits to opportunity split types.
Deactivate or Delete Opportunity Split Types
Deactivating a split type removes it from the Salesforce interface while saving the underlying data, so that you can reactivate it later.
You can have a maximum of eight active split types. If your users need another split type, you can deactivate a split type to reallocate
one. Deleting a split type permanently removes all related data, reducing your storage needs.
If you’re not using opportunity splits and you don’t want to retain the data, you can disable the feature.
Set Up Opportunity Splits and Opportunity Product Splits

Prepare to enable opportunity splits by meeting prerequisites. After enabling splits, you can create custom split types to optimize splits
for your sales processes. You can also set up opportunity product splits for your opportunity split types.
1. Get Ready to Enable Opportunity Splits

Before enabling opportunity splits check for mass operations in progress, inactive currencies, and automated process users related
to opportunities.
2. Enable Opportunity Splits
After meeting prerequisites, enable opportunity splits in Setup.
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3. Edit Splits Layouts

Choose the fields for sales reps to use when managing opportunity splits and opportunity product splits.
4. Customize Opportunity Split Types
Revenue and overlay splits are supported on currency fields and summary fields that rollup to a currency field on opportunities by
default. To reflect reps’ quotas and optimize support for sales operations, create up to six custom opportunity split types. Specify
whether each custom type must always total 100%.
SEE ALSO:
Get Ready to Enable Opportunity Splits

Before enabling opportunity splits check for mass operations in progress, inactive currencies, and automated process users related to
opportunities.

To enable opportunity splits: Modify All Data
1. Check for mass operations in progress, and make sure that all mass operations are finished. While splits are being enabled, a script
temporarily disables validation rules, Apex triggers, and workflows for opportunity team records; mass reassignment of opportunity
team members; and mass transfer of accounts and opportunities.
If you enable opportunity splits while you’re running a mass operation, such as Mass Transfer or Mass Reassign Team Member,
enablement of splits can fail.
2. Resolve inactive currencies. If inactive currencies were active in the past, those currencies are probably still used on some opportunity
records. When inactive currency is used on opportunities, the splits enablement process fails. To prevent failure, do one of the
following.
While splits enablement is in progress, temporarily make inactive currencies active. Delete the opportunities with the inactive
currency. This solution works best when you have only a few opportunities with an inactive currency that you don’t need for reporting
or historical purposes.
3. Handle automated process users related to opportunities. Opportunities owned by users created during automatic processes such
as Apex triggers, workflows, and Marketing Cloud Account Engagement integration block opportunity splits enablement.
To prevent the process from failing, transfer ownership of their opportunities to active users. Also, if you have few process users and
you don’t need their opportunities for reporting or historical purposes, delete all of their opportunities.
4. Consider enabling opportunity splits at the end of the workday so that the process runs overnight.
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The process sets up a split on every opportunity, and, depending on the number of opportunity records, it can take several hours.
You can still work with Salesforce while the process is ongoing.
SEE ALSO:
User Interface Settings
Profiles
Permission Sets
Enable Opportunity Splits

After meeting prerequisites, enable opportunity splits in Setup.

To enable opportunity splits: Modify All Data
Before enabling opportunity splits, make sure to follow the steps in Get Ready to Enable Opportunity Splits.
1. In Setup, go to Opportunity Team Settings and enable Team Selling.
2. Next, use the Quick Find box to locate Opportunity Splits Settings.
3. To tailor opportunity splits to your business process, you can make these customizations.
• Rename or deactivate the default revenue and overlay splits, which are based on the Opportunity Amount field.
• Define another currency field for splits, and specify whether splits on that field must total 100%. To do so, click + Add a new
split type.
4. Click Save.
5. Help users create splits faster by selecting Let users add members to opportunity teams while editing splits. Otherwise, owners
must add coworkers to an opportunity team before adding them to a split.
6. Select the opportunity page layouts where you want to include the Opportunity Splits related list. You can also include the related
list in page layouts that users have personalized.
7. To start splits enablement, click Save.
We send an email with the status throughout the process, and notify you when splits are enabled.
8. After you enable splits, set up the Opportunity Splits component on your opportunity record page so your sales teams can view and
work with opportunity splits and opportunity product splits. See Create and Configure Lightning Experience Record Pages in Salesforce
Help.
The opportunity owner records added during splits enablement use more data storage.
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If the opportunity owner isn’t on the opportunity team, the opportunity owner is added to the team during the splits enablement. The
owner is assigned 100% of the split amount. Users can adjust the amount on splits that they create.
SEE ALSO:
Monitor Data and Storage Resources
Edit Splits Layouts

Choose the fields for sales reps to use when managing opportunity splits and opportunity product splits.

To edit multiline layouts and page layouts: Customize Application
1. In the Object Manager, use the Quick Find box to find Opportunity Split or Opportunity Product Split. Complete these steps for
each object.
2. Click Page Layouts, and then select a layout to edit.
3. Open the Multi-Line Layout editor.
4. In the editor, select fields for sales reps to use when managing splits.
Important: The multi-line layout for Opportunity Split and Opportunity Product Split doesn’t support rich text fields, multi-select
picklists, time, or formula fields. Users can edit those fields on each team member’s splits pages.
In Lightning Experience, considerations for editing inline in a list view also apply to editing splits in the multi-line view.
5. Save your work.
SEE ALSO:
Considerations for Inline Editing in a List View in Lightning Experience
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Customize Opportunity Split Types

Revenue and overlay splits are supported on currency fields and summary fields that rollup to a currency field on opportunities by default.
To reflect reps’ quotas and optimize support for sales operations, create up to six custom opportunity split types. Specify whether each
custom type must always total 100%.

To create custom split types for opportunities: Customize Application
AND
Modify All Data
Split on Opportunity Amount is the default currency field. You can create opportunity splits for any other standard currency field, roll-up
summary fields, or custom currency fields, but not formula currency fields.
1. In Setup, use the Quick Find box to find Opportunity Splits Settings.
2. Click Edit Split Types.
3. Click + Add a new split type and define the settings.
Custom opportunity split types are enabled through a background process. You’re notified by email when the process is finished. We
recommend asking your users not to edit opportunity splits in the meantime.
SEE ALSO:

To give team members credit for products they support in closing deals, add opportunity product splits to opportunity split types.

To create or edit splits for opportunity team members: Edit on opportunities
AND
hierarchy
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Before adding opportunity product splits, make sure to enable opportunity splits on page 520.
1. In Setup, on the Opportunity Splits page, under Split Types Setup, click Edit Split Types.
2. In the opportunity split type to which you want to enable product splits, select Include Product Split and then Save.
Important: Opportunity product splits must be based on one of the following field combinations. Make sure field-level
security is off for the fields you choose.
• The Total Price field on Opportunity Line Item that rolls up to the Opportunity Amount field
• A custom currency field on Opportunity Line Item that rolls up to a custom rollup summary field on Opportunity
3. After the confirmation message appears, click Save.

4. Show product splits on your opportunity record page so that your sales reps can view and work with them. To add the Opportunity
Splits component to your opportunity record page, see Create and Configure Lightning Experience Record Pages.
Note: When you launch the Edit Product Splits page, a 100% split is created for each product on the opportunity for all 100%
validated split types.
SEE ALSO:
Get Ready to Enable Opportunity Splits
Create and Configure Lightning Experience Record Pages

Deactivating a split type removes it from the Salesforce interface while saving the underlying data, so that you can reactivate it later.
You can have a maximum of eight active split types. If your users need another split type, you can deactivate a split type to reallocate
one. Deleting a split type permanently removes all related data, reducing your storage needs.

To deactivate or delete a split type: Customize Application
1. In Setup, use the Quick Find box to find Opportunity Splits Settings. Click Edit Split Types.
2. To deactivate a split type, deselect the split type you want to deactivate and then save.
3. To delete a split type, click and then save.
You can’t delete the default split types.
If your Salesforce org contains many opportunities, deleting a split type can take several hours.
SEE ALSO:
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If you’re not using opportunity splits and you don’t want to retain the data, you can disable the feature.

To disable opportunity splits: Customize Application
Warning: Disabling opportunity splits is an irreversible process, resulting in the following changes.
• Opportunity splits and opportunity product splits on all opportunities are permanently deleted.
• Opportunity and product split reports are permanently deleted.
• Custom reports that were built using opportunity split and opportunity product split report templates still appear on the
Reports tab, but you can’t access these reports.
• Opportunity split and opportunity product split forecast types and their related forecasting data is deleted.
1. From Setup, use the Quick Find box to find Opportunity Splits Settings.
2. Disable opportunity splits, confirming that you want to delete all splits data.
SEE ALSO:

Help your sales teams track changes to opportunity splits, opportunity product splits, and opportunity teams by enabling Audit History.

To enable Audit History: Modify All Data
Before you set up Audit History, make sure opportunity splits and opportunity teams are enabled. Field History Tracking provides the
logs for records created and deleted, and is enabled by default.
1. To include updates to splits and team members, select the fields you want to track in Field History Tracking. In Object Manager, go
to Fields & Relationships in Opportunity Team, Opportunity Split, and Opportunity Product Split and select Set History Tracking.
Select your fields and save.
2. To show Audit History on your opportunity record page so that your sales team can view changes, create an Audit History tab in
Lightning App Builder.
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3. Then add the Audit History component to your Audit History tab.
SEE ALSO:
Add and Customize Tabs on Lightning Pages Using the Lightning App Builder
Create and Configure Lightning Experience Record Pages
Enable Opportunity Splits
Considerations for Managing Audit History

Learn how changes to opportunity splits, opportunity product splits, and opportunity team members are logged and shown in Audit
History.
• When you directly delete opportunity split, opportunity product split, and opportunity team member records, the records are logged
in the OpportunityRelatedDeleteLog object.
• When you delete split records or opportunity team member records, the records in the object history are also deleted.
• When you delete a split type, the related split records are deleted and the deleted records aren’t logged.
• Deactivated split types still show history data.
SEE ALSO:
Developer Guide: OpportunityRelatedDeleteLog Object Reference
Developer Guide: EntityHistory Object Reference
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Sales Cloud Basics Manage Multiple Currencies

Your organization can set up the ability to use multiple currencies in opportunities, forecasts, quotes,
EDITIONS
reports, and other data.
1. Enable multiple currenciesEnable multiple currencies for your organization. Available in: both Salesforce
2. To designate your corporate currency, from Setup, enter Manage Currencies in the
orgs) and Lightning
Quick Find box, then select Manage Currencies, and then click Change Corporate.
Experience
3. To activate more currencies for your organization, click New in the Active Currencies related
list.
4. To use dated exchange rates, enable advanced currency management. and Developer Editions
5. Set conversion rates for new currencies. If you have enabled advanced currency management,
see Editing Dated Exchange Rates on page 532. USER PERMISSIONS
International organizations can use multiple currencies in opportunities, forecasts, reports, quotes,
and other currency fields. The administrator sets the “corporate currency,” which reflects the currency To view currencies:
of the corporate headquarters. The administrator also maintains the list of active currencies and • View Setup and
Configuration
their conversion rates relative to the corporate currency. The active currencies represent the countries
in which the organization does business. Only active currencies can be used in currency amount To change currencies:
fields. • Customize Application
Each user has a personal currency, which is used as the default currency in quotas, opportunities,
quotes, and reports. Users can also create opportunities and enter amounts using other active currencies.
All standard and custom object records with currency fields have a field that specifies the currency to use for all amount fields in that
record. (Click Edit to display this editable Currency field on a record.) For example, you can set the Account Currency to
“USD-U.S. Dollars” so that the Annual Revenue shows in dollars for one of your American accounts. All currency amounts are
displayed in the default currency of the record. Administrators can choose whether to also display, in parentheses, the user’s personal
currency if it is different from the currency of the record. When you change the default currency of a record, currency amounts are not
converted. They display the new currency code.
Note: If your organization uses advanced currency management, the opportunity close date determines which conversion rate
to use when displaying currency amounts.
Amounts in reports are shown in their original currencies, but can be displayed in any active currency. You can change the currency
used for report totals by selecting a currency from Show > Currencies. The default value is your personal currency. For any amount,
you can choose to display the Converted column—for example, Annual Revenue Converted—which shows amounts in the
currency you select.
Custom formula fields are not tied to any particular currency. If the result of a formula field is a currency amount, it displays in the currency
of the associated record. This rule is also true for cross-object formulas that reference merge fields with different currencies, and formulas
in workflow rules and approval processes. However, workflow rules and approval processes that use filters instead of formulas convert
all currency values to the corporate currency.
If currency fields are referenced in Apex, you can’t disable multiple currencies for your organization. For example, if Apex code references
the Account Currency field (represented as CurrencyIsoCode in the code), you can’t disable multiple currencies.
Enable Multiple Currencies

Before your organization can use multiple currencies, the feature must be turned on.
Enabling multiple currencies introduces permanent changes in your organization. Before proceeding, be aware of these implications
to ensure a smooth transition for your organization.
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Activate and Deactivate Currencies

For orgs with multiple currencies, specify which currencies are supported by activating or deactivating currencies.
Advanced currency management allows you to manage dated exchange rates within opportunities using Salesforce. Dated exchange
rates allow you to map a conversion rate to a specific date range.
Edit Dated Exchange Rates
Add, view, change, or delete dated exchange rates.
SEE ALSO:
Administrator setup guide: Using Multiple Currencies

Before your organization can use multiple currencies, the feature must be turned on.
EDITIONS
To enable multiple currencies in your organization:
1. Familiarize yourself with the implications of enabling multiple currencies.
2. In Setup, enter Company Information in the Quick Find box, then select Company orgs) and Lightning
Information and click Edit. Ensure that your selected currency locale is the default currency Experience
that you want to use for current and future records. Enable Activate Multiple Currencies, and
then save your changes. Available in: Group, Starter,
SEE ALSO: Developer, and
Considerations for Enabling Multiple Currencies Database.com Editions

Enabling multiple currencies introduces permanent changes in your organization. Before proceeding,
EDITIONS
be aware of these implications to ensure a smooth transition for your organization.
• After enabled, multiple currencies can’t be disabled for your organization. Available in: Salesforce
• If multiple currencies is enabled, field-to-field filters in reports don't support currency fields, like Classic (not available in all
amount. orgs) and Lightning
Experience
• Upon enablement, existing records are stamped with a default currency code that you provide
in your enablement request. For example, if your organization contains records using USD and Available in: Group, Starter,
EUR, switch them all to the same default currency before enablement. Support for this type of Professional, Enterprise,
conversion is also available as a Salesforce paid implementation service. Performance, Unlimited,
Developer, and
• Standard and custom objects, such as Account, Lead, Case, Opportunities, Opportunity Products,
Database.com Editions
Opportunity Product Schedules, and Campaign Opportunities, have currency fields that support
multiple currencies. Reports related to these objects and fields also support multiple currencies.
By default, page layouts for these objects have multi-currency-compatible fields in which you can specify the currency for the record.
Typically, these fields are available only when creating a record or editing an existing record. The selected currency is used for the
primary amount field.
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• When you create and test a package, the temporary build org has only USD configured. Using a currency code other than USD for
testing results in an error
• After enablement, the number of decimal places defined in a custom currency field is ignored. Instead set decimal places per currency
through Manage Currencies in Setup.
• After enablement, the primary currency displays as usual and, optionally, a secondary currency amount appears in parentheses. The
primary currency is typically the default corporate currency, unless it’s overridden at the record level. The amount shown in parentheses
is the user’s personal default currency, calculated based on the conversion rate settings defined in your organization. To control
whether the converted currency amount appears, enable or disable parenthetical currency conversion from the Manage Currencies
page.
• In reports, the primary currency reflects either the default corporate currency or the currency selected for the record. The secondary
currency reflects the personal default currency of the user running the report, or the currency specified in the report criteria.
• Users can specify a personal default currency on their personal information page. If parenthetical currency conversion is enabled,
the personal default currency displays as the secondary currency amount (converted amount). Changing the personal default currency
updates the converted amount in real time.
• After a currency is added to an organization’s list of supported currencies, it can’t be deleted from the administrator’s list of currencies,
even when it’s deactivated. The presence of inactive currencies in the administrator’s list is a cosmetic issue that doesn’t affect end
users. A deactivated currency isn’t visible to end users, but remains visible to administrators. Salesforce recommends that you keep
this issue in mind during testing and use only those currencies that you eventually plan to use in your organization.
• After enablement, all currency fields display the ISO code of the currency before the amount. For example, $100 displays as USD
100.
Note: If you have only one currency in your multi-currency organization, you can set a preference to display currency symbols
instead of ISO codes. To display currency symbols, search Setup for User Interface, and then select Show currency
symbols instead of ISO codes in the Currency Display Settings section of the User Interface settings page. If you later enable
more currencies in your organization, ISO codes display, and this preference is no longer available. This preference applies only
in the standard Salesforce user interface.
• By default, all converted amounts in your organization rely on the current conversion rates defined for your organization. Conversion
rates must be set and updated manually. Changing the exchange rate automatically updates converted amounts on all records,
including on closed opportunities.
You can opt to use dated exchange rates by using advanced currency management to track historical exchange rates. Advanced
currency management allows you to maintain a list of exchange rates by date range. Converted currency amounts on opportunities
display based on the specified Close Date, regardless of the opportunity stage. If the Close Date changes to a different exchange
rate period, changing the Close Date impacts converted amounts.
Note: Dated exchange rates aren’t used in forecasting, currency fields in other objects, or currency fields in other types of
reports.
SEE ALSO:
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For orgs with multiple currencies, specify which currencies are supported by activating or deactivating
EDITIONS
currencies.
• Active currencies represent countries in which your org does business. Only active currencies Available in both Salesforce
can be entered in opportunities, forecasts, and other items. Once you activate a currency, you Classic (not available in all
can never permanently delete it. orgs) and Lightning
Experience
• Inactive currencies are currencies that your org no longer uses. You can have existing records
that use inactive currencies, but you can’t enter new amounts that use inactive currencies. Available in: Starter,
To activate new currencies: Enterprise, Performance,
1. From Setup, enter Manage Currencies in the Quick Find box, then select Manage Editions
Currencies.
2. Click New in the Active Currencies related list.
USER PERMISSIONS
3. Select a currency. Currencies are alphabetized using their ISO currency code.
To view currencies:
4. Enter the conversion rate relative to your corporate currency.
• View Setup and
5. Specify the number of decimal places to display for amounts in this currency. Configuration
6. Click Save. To change currencies:
To activate a currency from the list of inactive currencies, click Activate next to the currency.
To deactivate a currency, click Deactivate next to the currency. You can’t deactivate the corporate
currency. Deactivating a currency does not alter amounts in items that use that currency. However, you can no longer enter new amounts
using the inactive currency.
Note: Deactivating a currency that is set as a user’s personal currency automatically resets the user’s currency to the corporate
currency.
SEE ALSO:
Managing Multiple Currencies
Editing Conversion Rates
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Advanced currency management allows you to manage dated exchange rates within opportunities
EDITIONS
using Salesforce. Dated exchange rates allow you to map a conversion rate to a specific date range.
For example, the exchange rate on January 1 was 1 USD to 1.39 AUD, but on February 1, it changed Available in: both Salesforce
to 1 USD to 1.42 AUD. Your opportunities that closed between January 1 and February 1 use the Classic (not available in all
first exchange rate (1 = 1.39), while opportunities that closed after February 1 used the second orgs) and Lightning
exchange rate (1 = 1.42). Experience
Dated exchange rates are defined using a start date and a conversion rate. Each rate is in effect until Available in: Group,
either the end of time or the day before the next start date for that currency. The time between Professional, Enterprise,
one start date and the next start date is called the exchange rate date range. These ranges can be Performance, Unlimited,
as small as a day and as large as all time. and Developer Editions
To enable or disable advanced currency management, see Enabling or Disabling Advanced Currency
Management on page 531. USER PERMISSIONS
When advanced currency management is first enabled, your existing exchange rates automatically To enable advanced
become the first set of dated exchange rates. These rates are valid for all time, until you define currency management:
another set of exchange rates. • Customize Application
If you disable advanced currency management, all currency conversions use the static conversion To view currencies:
rate. See Edit Conversion Rates. • View Setup and
Configuration
Advanced Currency Management Considerations To change currencies:

• Dated exchange rates are used for opportunities, opportunity products, opportunity product
schedules, campaign opportunity fields, opportunity splits, and reports related to these objects
and fields. Dated exchange rates are not used in forecasting, currency fields in other objects, or currency fields in other types of
reports. Dated exchange rates are also not used when calculating formula fields with a formula return type of “Currency.”
• Organizations with advanced currency management support roll-up summary fields between two advanced currency management
objects. For example, roll-up summary fields are supported from an opportunity line item object to its opportunity object, because
both are advanced currency management enabled. However, if you enable advanced currency management, you can’t create roll-up
summary fields that calculate currency on the opportunity object rolling up to the account object. You also can’t filter on the
opportunity currency field on the account object. All existing currency-related roll-up summary fields on the opportunity object that
summarize objects that don’t support dated exchange rates are disabled and their values are no longer calculated. If your organization
enables advanced currency management, delete any currency roll-up summary fields using opportunities and accounts or opportunities
and custom objects.
• Campaign opportunity fields use dated exchange rates when calculating the amount in the campaign currency. However, they don’t
use dated exchange rates when converting those amounts to the user currency.
• Cross-object formulas always use the static conversion rate for currency conversion.
• If advanced currency management is enabled, you can't bind Visualforce pages that use <apex:inputField> or
<apex:outputField> components to currency fields that support advanced currency management.
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Enable or Disable Advanced Currency Management

To enable advanced currency management:
SEE ALSO:
Enable or Disable Advanced Currency Management

To enable advanced currency management:
EDITIONS
Enable multiple currencies for your organization. For more information, see Manage Multiple
Currencies. Available in: both Salesforce
1. From Setup, enter Manage Currencies in the Quick Find box, then select Manage
orgs) and Lightning
Currencies.
Experience
2. Click Enable.
3. When prompted, select Yes, I want to enable Advanced Currency Professional, Enterprise,
Management and click Enable. Performance, Unlimited,
When advanced currency management is first enabled, your existing exchange rates and Developer Editions
automatically become the first set of dated exchange rates. These rates are valid for all time,
until you define another set of exchange rates. USER PERMISSIONS
To disable advanced currency management, navigate to the Manage Currencies page, then click To enable advanced
Disable. When prompted, select Yes, I want to disable Advanced Currency currency management:
Management and click Disable. • Customize Application
If you disable advanced currency management, all currency conversions use the static conversion
rate. See Edit Conversion Rates.
When advanced currency management is enabled, Visualforce <apex:inputField> and <apex:outputField> components
cannot display currency fields.
SEE ALSO:
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Edit Dated Exchange Rates

Add, view, change, or delete dated exchange rates.
EDITIONS
To add new dated exchange rates:
1. From Setup, enter Manage Currencies in the Quick Find box, then select Manage
Currencies.
orgs) and Lightning
2. Click Manage Dated Exchange Rates. Experience
3. Click New Exchange Rates. Available in: Group,
4. Enter the date that the exchange rates go into effect. Professional, Enterprise,
5. Enter the exchange rates. The exchange rates default to the current exchange rate. If you do
not want to set a new exchange rate for a currency, delete the exchange rate (leave the field
blank).
6. Click Save to save the new dated exchange rates.
USER PERMISSIONS
To view existing dated exchange rates, select the date range you want to view either by entering To view currencies:
the date and clicking Go!, or by selecting Previous Range or Next Range. • View Setup and
Configuration
To delete a dated exchange rate for a particular currency, click the name of the currency you want
to edit, then click Del for the date range you want to delete. If the date range you want is not To change currencies:
displayed, enter it in the Show all rates with start dates between fields and • Customize Application
click Go!.
To edit your dated exchange rates for a particular currency, click Edit for the date range you want to edit. If the date range you want is
not displayed, enter it in the Show all rates with start dates between fields and click Go!. Edit the exchange rate,
setting it to the new value for the date range, and click Save.
SEE ALSO:
532
Sales Cloud Basics Guide Users with Path
Guide Users with Path

Boost productivity and help reps gather complete data. Create paths to guide your users through
EDITIONS
steps of a business process, such as working an opportunity from a fresh lead to a successfully
closed deal. At each step of a path, you can highlight key fields and include customized guidance Available in: Lightning
for success. Experience
Path is available for the following objects:
• Accounts (business accounts and person accounts) Group, Professional,
• Assets Enterprise, Performance,
• Campaigns
Editions
• Cases
• Contacts
USER PERMISSIONS
• Contracts
• Fulfillment order To administer Path:
• Modify All Data
• Leads
OR
• Opportunities
• Orders
• Product service campaigns
• Product service campaign items
• Quotes
• Service appointments
• Service contracts
• Work orders
• Work order line items
• Custom objects
Path is supported on Lightning record pages in the new Salesforce mobile app.
1. Enable Path
To start creating paths, first enable Path in Setup.
2. Create a Path
Create one path for each available combination of object, picklist, and record type for supported objects. And help your teams
celebrate their successes by tossing virtual confetti when reps reach designated path steps.
3. Configure the Last Path Step
The order of path steps is based on the order of the values in the picklist that the path is based on. For most objects, the last step
represents a closed stage or status. On certain objects and fields, you can change the picklist value or values applied to records when
they’re moved to the last step.
4. Considerations and Guidelines for Creating Paths
Before creating paths for your users, review considerations and guidelines for paths in combination with various objects and features.
SEE ALSO:
Enable Path
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Enable Path
To start creating paths, first enable Path in Setup.
EDITIONS
1. In Setup, use the Quick Find box to find Path Settings.
2. Click Enable.
Experience
3. To let users decide whether the path remembers its previous state, select Remember User's
Path Preferences. If this option isn’t selected, the path’s details are hidden whenever the page Available in: Essentials,
that the path is on loads. Group, Professional,
SEE ALSO: Editions
Create a Path
USER PERMISSIONS
To enable Path:
• Modify All Data
OR
Create a Path
Create one path for each available combination of object, picklist, and record type for supported
EDITIONS
objects. And help your teams celebrate their successes by tossing virtual confetti when reps reach
designated path steps. Available in: Lightning
Experience

Editions
USER PERMISSIONS
To create a path:
• Modify All Data
OR
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Steps for each path (1) are based on picklist values that you select when you create the path. At each step, show up to five key fields to
help users focus on the most important information (2). And help users succeed with guidance such as tips, links, and company policy
information (3).
Help users celebrate their successes by tossing virtual confetti when reps reach path steps such as Closed - Won.
1. In Setup, use the Quick Find box to find Path Settings.
2. In step 1 of creating a path, enter basic information about the path: a unique path name, the object to base the path on, the record
type, and the picklist to base the path on.
Note: Paths are supported for many standard picklists and for custom picklists.
If paths exist for all available record types for the object, create another record type, and then return to Path Settings to create
a path.
3. Click Next.
4. In step 2 of creating a path, select key fields and enter success guidance, and then click Next.
a. For each step on the path, select up to five key fields.
b. For each step on the path, enter up to 1,000 characters of guidance.
5. In step 3 of creating a path, activate the path and enable confetti celebration animations.
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a. Decide whether to activate the path immediately. To activate the path later, return to Path Settings.
b. Select picklist values and a frequency for triggering the celebration animation.
For frequency, if average users reach celebration values more often, set celebrations to occur less often. For example, for a New
Business path where opportunities are hard won, select a frequency of Always. Or let’s say you have a Renewal Business path
where reps can close a lot of opportunities every day. Trigger the animation on random closed opportunities by selecting Often
or Sometimes.
a. Click Finish.
For most objects, the order of path steps is based on the order of the values in the picklist that the path is based on. The last step represents
a closed stage or status. For example, in the last step of an opportunity path based on the Stage field, by default users select Closed Won
or Closed Lost.
On some objects and fields, you can customize the field value represented by the last step of the path.
SEE ALSO:
Configure the Last Path Step
Configure the Last Path Step

The order of path steps is based on the order of the values in the picklist that the path is based on.
EDITIONS
For most objects, the last step represents a closed stage or status. On certain objects and fields, you
can change the picklist value or values applied to records when they’re moved to the last step. Available in: Lightning
1. In the Object Manager, find the object that your path is based on. Click Fields and Experience
Relationships. Next to the field your path is based on, click Edit.
2. Find the list of picklist values for the field. For each picklist value that represents completion of Group, Professional,
the path, verify the field attribute indicating closed or completed status. Enterprise, Performance,
The field attributes indicating closed or completed status vary by object and field. Here are Unlimited, and Developer
some examples. Editions
Opportunity Path: Stage Field

Select a Type of Closed/Won or Closed/Lost. USER PERMISSIONS
Case Path: Status Field To customize the last step of
Select the Closed option. a path:
Work Order, Work Order Line Item, or Service Appointment Path: Status Field • Modify All Data
Select a Status Category of Canceled, Cannot Complete, Completed, or Closed. OR
3. Click Save.
SEE ALSO:
Considerations and Guidelines for Creating Paths
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Considerations and Guidelines for Creating Paths

Before creating paths for your users, review considerations and guidelines for paths in combination
EDITIONS
with various objects and features.
All Objects Experience
Key Fields and Guidance for Success Available in: Essentials,

When you configure key fields and success guidance in a path, kanban views configured for Group, Professional,
the same object, record type, and picklist also show the information. Enterprise, Performance,
Celebrations (Confetti Animations) Editions
• When you configure celebrations in a path, the confetti animation is also triggered in kanban
views configured for the same object, record type, and picklist.
• Celebrations don’t work on the lead status Converted.
• Celebrations don’t support field values with a comma in the API name. Delete the comma from the API name or re-create the
value. A comma in the label for a field value is OK.
Editing and Validation
• The record type and owner fields aren’t editable in the Key Fields panel. To transfer ownership, users must use the Details tab.
To change the record type, they must use the Change Record Type action.
• If a path exists for a record type that you delete, the path is also deleted.
• You can’t use the page layout to require different fields in different steps. However, you can set up validation rules based on a
path step.
• Validation messages appear as page-level messages, even when you configure the rules to display them near the fields.
• If the Opportunity Stage field is in use in field dependencies, all Stage values are visible when selecting the last stage Closed,
instead of showing only Closed/Won and Closed/Lost options.
Setup in Orgs with Many Objects, Record Types, and Picklists
If your org has a large combination of objects, record types, and picklists, path creation can take a couple of minutes.
Translation
To translate Guidance for Success content, use the Path Step Rich Text component in Translation Workbench.
Packages
• You can’t include images in path packages.
• You can’t package custom values in standard picklist fields on paths.
Leads, Opportunities, and Accounts

Lead Paths
If you create a path for leads, we recommend making Unqualified status the first step.
Opportunity Stage Durations in Paths and Reports
• Opportunity stage durations are displayed differently in paths and reports. In paths, durations are rounded up to the nearest
day; a duration of a minute is still displayed as 1 day. In reports, durations aren’t rounded up; a duration of less than 24 hours is
displayed as 0 days.
• Opportunity stage durations are totaled differently in paths and reports. In reports, the stage duration is the total number of days
since the time that the opportunity entered the current stage to the time it’s moved to the next stage. For example, an opportunity
is moved into Proposal stage, stays there for 2 days, and then moves into Negotiation. Later it’s moved back into Proposal and
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Sales Cloud Basics Build a Culture of Recognition with WDC
stays there for 3 days. Although the opportunity moves back to the Proposal stage, the stage duration in reports only shows the
stage duration between the first two stages, which is 2 days. In paths, the stage duration is the total number of days that the
opportunity spends in a stage. For example, in the same scenario, both times that the opportunity is in the Proposal stage are
totaled, for a stage duration of 5 days.
• Opportunity stage durations aren’t shown in paths in Experience Cloud sites.
Business Accounts Versus Person Accounts
If person accounts are enabled, the account record type selected determines whether a path is for business accounts or person
accounts.
SEE ALSO:
Create a Path
Considerations for Using Kanban Views
Considerations and Guidelines for Administering Kanban
Metadata Available for Translation
Build a Culture of Recognition with WDC

WDC is a suite of tools that help reps, managers, and teams enter and endorse skills, and give thanks.
EDITIONS
These activities build a culture of recognition.
Important: Starting in Spring ’22, WDC isn’t available to new Salesforce customers. For Available in: Salesforce
existing customers, WDC features and records from Badges, Skills, and Thanks aren’t affected Classic
and will remain available in the application beyond Spring ’22. WDC Goals, Coaching, Feedback,
WDC is available for existing
Performance, and Rewards features won’t appear in the application anymore, and records
WDC customers in
created previously will no longer be accessible.
Professional Edition,
Note: On May 1, 2020, we rebranded this suite. It's now called WDC. Enterprise Edition,
Performance Edition,
Unlimited Edition, and
Set Up WDC Developer Edition.
Set up WDC and its features.
Configure WDC
Configure WDC to meet the needs of your business.
Manage WDC
Use these WDC features to thank coworkers.
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Set Up WDC
Set up WDC and its features.
EDITIONS
Important: Starting in Spring ’22, WDC isn’t available to new Salesforce customers. For
existing customers, WDC features and records from Badges, Skills, and Thanks aren’t affected Available in: Salesforce
and will remain available in the application beyond Spring ’22. WDC Goals, Coaching, Feedback, Classic
WDC customers in
WDC has various features to help your sales and service teams. These features include recognizing Professional Edition,
skills and giving thanks. Enterprise Edition,
After you receive your WDC licenses, set up WDC. Performance Edition,
Developer Edition.
1. Considerations for Setting Up WDC
Plan out your implementation before enabling WDC in your organization.
2. Assign a WDC Administrator
Before enabling WDC in your organization, you must assign a WDC user feature license to the person who will be the system
administrator and responsible for setting up WDC for your organization.
3. Enable WDC Features
Administrators can enable preferences for WDC features on the WDC Settings page.
4. Assign WDC Licenses
After granting access to WDC features with permission sets or profiles, assign users a WDC license.
5. Configure WDC Features
Configure the Recognition and Skills features.
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Considerations for Setting Up WDC

Plan out your implementation before enabling WDC in your organization.
EDITIONS
and will remain available in the application beyond Spring ’22. WDC Goals, Coaching, Feedback, Classic (not available in all
orgs)
Note: On May 1, 2020, we rebranded this suite. It's now called WDC. WDC customers in
Before beginning the implementation process, Salesforce must enable WDC permissions and Enterprise Edition,
provision WDC licenses for your organization. Contact Salesforce to coordinate this with you. Performance Edition,
Meanwhile, check if your organization has available WDC licenses: in Setup, enter Company Unlimited Edition, and
Information in the Quick Find box, then select Company Information, and check for Developer Edition.
WDC User under Feature Licenses.
Note: We recommend that you enable Chatter regardless of the edition your org is using.
USER PERMISSIONS
Many WDC features use the Chatter feed to notify and interact with users. To confirm that
Chatter is enabled, from Setup, enter Chatter Settings in the Quick Find box, To enable WDC features:
then select Chatter Settings, and verify that Chatter Settings is enabled. • Customize Application
When using WDC features in the mobile app, you can’t create custom badges. To assign permission sets:
SEE ALSO: To assign profiles:
Assign a WDC Administrator • Manage Users
To set field-level security:
Permission Sets
AND
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Assign a WDC Administrator

Before enabling WDC in your organization, you must assign a WDC user feature license to the person
EDITIONS
who will be the system administrator and responsible for setting up WDC for your organization.
existing customers, WDC features and records from Badges, Skills, and Thanks aren’t affected Classic (not available in all
orgs)
WDC customers in
Note: On May 1, 2020, we rebranded this suite. It's now called WDC. Professional Edition,
Enterprise Edition,
If you’re the administrator setting up WDC, assign the license to yourself. Performance Edition,
1. From Setup, enter Users in the Quick Find box, then select Users.
Developer Edition.
2. Find the name of the person who will be the system administrator and click Edit next to their
name.
3. In the right-hand column, select the WDC User checkbox. USER PERMISSIONS
4. Click Save.
To assign a WDC
We strongly recommend that you create a separate WDC Administrator profile with limited access administrator:
because the standard Salesforce System Administrator profile is so powerful. • Customize Application
SEE ALSO:
Enable WDC Features
Enable WDC Features

Administrators can enable preferences for WDC features on the WDC Settings page.
EDITIONS
orgs)
1. From Setup, enter WDC Settings in the Quick Find box, then select WDC Settings. Enterprise Edition,
2. Select the WDC features you want to enable: Performance Edition,
Developer Edition.
Feature Section Description
Enable Thanks Thanks Settings Enable Thanks to allow users to recognize others
with thanks badges on the Chatter feed. USER PERMISSIONS
If you disable this setting, users no longer see
To enable WDC features:
the Thanks action in the Chatter publisher.
However, they can still see previously created
Thanks posts.
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Enable Skills Skills Settings Enable Skills to allow users to add skills to their profiles and endorse
the skills of other users. Enabling this setting replaces the
Knowledgeable About widget on Chatter profiles.
Restrict Skill and Endorsement Skills Settings Disables inline editing of skills and endorsements on Chatter profiles,
Editing to Record Detail Pages and restricts editing to record detail pages. Recommended if you
have customized these objects with custom required fields.
Note: Don’t enable this setting if you want to use skills in

Chatter profiles.
Enable Automatic Skill Feed Skills Settings Enable to automatically create Chatter feed posts when a user adds
Posts a new skill.
Enable Suggested Skills Skills Settings Enable Suggested Skills to have the skills widget suggest skills for
users to add based on their Chatter Topics activity.
3. Click Save.
Assign WDC Permission Sets

Assign permission sets with WDC access to your users from Setup.
Assign WDC Profiles
Assign profiles with WDC access to your users from Setup.
SEE ALSO:
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Assign permission sets with WDC access to your users from Setup.
EDITIONS
orgs)
Before you can assign permission sets to your users, you must create permission sets with WDC Enterprise Edition,
access. Refer to Recommended WDC Permission Sets for more information. Performance Edition,
Developer Edition.
2. Select a user.
3. In the Permission Set Assignments related list, click Edit Assignments.
4. To assign a permission set, select it from the Available Permission Sets box and click Add. To USER PERMISSIONS
remove a permission set assignment, select it from the Enabled Permission Sets box and click
To assign permission sets:
Remove.
You can also assign permission sets to many users at the same time. For more information, see
“Assign a Permission Set to Multiple Users” in the Salesforce Help.
Note: Some permissions require users to have a permission set license before you can grant the permissions. For example,
if you add the Use Identity Connect user permission to the Identity permission set, you can assign only users with the Identity
Connect permission set license to the permission set.
5. Click Save.
Recommended WDC Permission Sets

Create different permission sets for different types of WDC users.
SEE ALSO:
Recommended WDC Profiles
Assign WDC Profiles
Assign WDC Licenses
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Create different permission sets for different types of WDC users.
EDITIONS
orgs)
Create new permission sets for each type of WDC user. Enterprise Edition,
Use the tables below to assign the appropriate object settings and system permissions for each Performance Edition,
permission set.
Developer Edition.
Standard User
The Standard User permission set gives a user all the basic WDC functionality.
Table 1: Standard User Object Settings

Object Name Tab Settings Read Create Edit Delete View All Modify
Data All Data
(VAD) (MAD)
Badges (tab) Available
Visible
Documents
Endorsements
Recognition (tab) Available
Visible
Skills Available
Visible
Skill Users
Table 2: Standard User System Permissions

System Permissions Enabled
API Enabled
Edit Events
Edit Tasks
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WDC Administrator
The WDC Administrator permission set gives a user full administrative access to WDC objects and features. This permission set should
be assigned instead of the Standard User permission set.

Data All Data
(VAD) (MAD)
Badges (tab) Available
Visible
Documents
Endorsements
Skills Available
Visible
Skill Users
Table 4: WDC Administrator System Permissions

API Enabled
Edit Events
Edit Tasks
Moderate Chatter
SEE ALSO:
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Assign WDC Profiles

Assign profiles with WDC access to your users from Setup.
EDITIONS
orgs)
Before you can assign profiles to your users, you must create profiles with WDC access. Refer to Enterprise Edition,
Recommended WDC Profiles for more information. Performance Edition,
Developer Edition.
2. Click Edit next to a user.
3. From the Profile drop-down, select the profile you would like to assign.
To assign profiles:
Recommended WDC Profiles • Manage Users
Create different profiles for different types of WDC users.
Recommended WDC Profiles

Create different profiles for different types of WDC users.
EDITIONS
orgs)
Create a new profile for each type of WDC user. Enterprise Edition,
Note: Professional Edition organizations will need to grant access through existing profiles. Unlimited Edition, and
The WDC Only User, Chatter Only User, and Standard User profiles grant basic access to WDC Developer Edition.
objects. The System Administrator profile grants users full administrative access to all WDC
features.
Use the tables below to assign the appropriate object settings and system permissions for each profile.
Standard User
The Standard User profile gives a user all the basic WDC functionality.
546

Data All Data
(VAD) (MAD)
Badges (tab) Default On
Documents
Endorsements
Recognition (tab) Default On
Skills Default On
Skill Users
Table 6: Standard User System Permissions

API Enabled
Edit Events
Edit Tasks
WDC Administrator
The WDC Administrator profile gives a user full administrative access to WDC objects and features.
Table 7: WDC Administrator Object Settings

Data All Data
(VAD) (MAD)
Badges (tab) Default On
Documents
Endorsements
Recognition (tab) Default On
Skills Default On
Skill Users
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Table 8: WDC Administrator System Permissions

API Enabled
Edit Events
Edit Tasks
Moderate Chatter
SEE ALSO:
Assign WDC Profiles
Assign WDC Licenses

After granting access to WDC features with permission sets or profiles, assign users a WDC license.
EDITIONS
orgs)
WDC has two types of licenses. Enterprise Edition,
• WDC Only user licenses are for users who don’t have a Salesforce license and will only use the Performance Edition,
WDC features in your organization.
Developer Edition.
Note: WDC Only user licenses have limited administrator functionality. Assign WDC User
Feature licenses instead for users who will be administering performance summary cycles
or other WDC features.
• WDC User Feature licenses are for users who also have a Salesforce license.
You may want to configure WDC features before assigning licenses to all users. For example, you may want to initially limit licenses to
WDC administrators to avoid exposing certain features prior to your launch date.
Assign WDC Only User Licenses

Assign a WDC Only license to users who don’t have a Salesforce license and will only use WDC.
Assign WDC User Feature Licenses
Assign a WDC User Feature license to users who also have a Salesforce license.
SEE ALSO:
Configure WDC Features
548
Assign WDC Only User Licenses

Assign a WDC Only license to users who don’t have a Salesforce license and will only use WDC.
EDITIONS
orgs)
WDC Only user licenses have limited administrator functionality. Assign WDC User Feature licenses Enterprise Edition,
instead for users who will be administering WDC features. Performance Edition,
Developer Edition.
2. Click Edit next to a user.
3. From the User License drop-down, select WDC Only.
To assign user licenses:

SEE ALSO: • Manage Users
Assign WDC Licenses

Assign a WDC User Feature license to users who also have a Salesforce license.
EDITIONS
orgs)
1. From Setup, enter Users in the Quick Find box, then select Users. Enterprise Edition,
2. Click Edit next to a user. Performance Edition,
3. In the right-hand column, select the WDC User checkbox. Developer Edition.
4. Click Save.

Assign WDC Licenses To assign user feature
Assign WDC Only User Licenses licenses:
• Manage Users
549

Configure the Recognition and Skills features.
EDITIONS
orgs)
Configure these features: Enterprise Edition,
• Recognition: Create and give thanks badges Performance Edition,
• Skills: Share and endorse skills Developer Edition.
Note: We recommend that you enable Chatter regardless of the edition your org is using.
Many WDC features use the Chatter feed to notify and interact with users. To confirm that
Chatter is enabled, from Setup, enter Chatter Settings in the Quick Find box,
then select Chatter Settings, and verify that Chatter Settings is enabled.
Thanks and Skills Features

Set up Thanks and Skills features by configuring thanks in the Chatter publisher and assigning a publisher layout to profiles.
SEE ALSO:
Set Up WDC

Set up Thanks and Skills features by configuring thanks in the Chatter publisher and assigning a
EDITIONS
publisher layout to profiles.
orgs)
WDC customers in
Enterprise Edition,
Make sure you’ve enabled the desired Thanks and Recognition features prior to configuring them. Performance Edition,
From Setup, enter “WDC Settings” in the Quick Find box, then select WDC Settings and Unlimited Edition, and
enable the relevant settings. Developer Edition.
Configure Thanks in the Chatter Publisher and Salesforce Mobile App Action Bar
You can change the position of the Thanks action in the Chatter publisher and the Salesforce mobile app action bar, or even hide
Thanks for specific profiles.
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Assign Publisher Layout to Profiles

Assign the publisher layout with Thanks to user profiles. People with these profiles can thank their coworkers directly from the
publisher.
SEE ALSO:
You can change the position of the Thanks action in the Chatter publisher and the Salesforce mobile
EDITIONS
app action bar, or even hide Thanks for specific profiles.
orgs)
WDC customers in
Enterprise Edition,
To modify the Chatter publisher, actions in the publisher must be enabled. Performance Edition,
1. From Setup, enter Chatter Settings in the Quick Find box, then select Chatter
Developer Edition.
Settings.
2. Confirm that Enable Actions in the Publisher is selected in the Actions in the
Publisher section. If it isn’t enabled, click Edit, select Enable Actions in the
USER PERMISSIONS
Publisher, and click Save.
3. From Setup, enter Publisher Layouts in the Quick Find box, then select Publisher To set up actions:
Layouts. • Customize Application
4. Click Edit next to the Global Publisher Layout.

5. Drag the Thanks action to where you want it to appear in the Chatter publisher or the Salesforce mobile app action bar.
6. Click Save.
You can hide Thanks for specific users by changing profile visibility settings.
SEE ALSO:
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Assign the publisher layout with Thanks to user profiles. People with these profiles can thank their
EDITIONS
coworkers directly from the publisher.
orgs)
WDC customers in
Enterprise Edition,
If not everyone in your organization should have this feature, create another layout without Thanks Performance Edition,
and assign it to a profile. People with that profile won’t see Thanks in their publisher. Unlimited Edition, and
Developer Edition.
1. From Setup, enter Publisher Layouts in the Quick Find box, then select Publisher
Layouts.
2. Click Publisher Layout Assignment.
USER PERMISSIONS
3. Click Edit Assignment.
To set up quick actions:
4. Select a user profile by clicking anywhere on its row in the table.
5. From the Publisher Layout, select the global publisher layout that you want to assign to the
highlighted profile.
6. Save the layout.
SEE ALSO:
Configure WDC
Configure WDC to meet the needs of your business.
EDITIONS
WDC is available as an
add-on license for
Enterprise Edition,
Unlimited Edition, or
WDC Editions and Permissions Developer Edition, and is
Skills and Thanks functionality are freely available to Sales Cloud users. The permissions and included in Performance
preferences necessary for different tasks are broken up by feature area. Edition.
Enable or Disable WDC Settings

On the WDC Settings page, you can enable and disable features like Thanks and Skills for your
organization.
552
Skills Customization
You can change object permissions for the skill and endorsement objects to suit the needs of your organization.
Skills Limitations
Skills and endorsements have special behaviors and limitations.
WDC Editions and Permissions

Skills and Thanks functionality are freely available to Sales Cloud users. The permissions and
EDITIONS
preferences necessary for different tasks are broken up by feature area.
WDC is available as an
add-on license for
Unlimited Edition, or
Developer Edition, and is
General WDC Administrator Tasks included in Performance
Edition.
This includes tasks for administering and implementing WDC.
Administrator Task Preferences and Permissions Required

Enable WDC features: “Customize Application”
Assign a WDC administrator: “Customize Application”
Assign permission sets: “Assign Permission Sets”
Assign profiles: “Manage Users”
Assign user licenses: “Manage Users”
Assign user feature licenses “Manage Users”
Set up actions: “Customize Application”
Customize fields tracked in feeds: “Customize Application”
Set field-level security: “Manage Profiles and Permission Sets”

“Customize Application”
Thanks Tasks
This includes tasks for WDC end users, such as viewing and creating thanks badges.
End User Task Preferences and Permissions Required

View the Badges tab: No additional user permissions needed
Build a badge: “Create” on Documents
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Skills Tasks
This includes tasks for WDC end users using skills.
End User Task Preferences and Permissions Required

Add skills: “Create” on Skills and Skill Users
Remove skills: “Delete” on Skill Users
Add endorsements to skills: “Create” on Endorsements
SEE ALSO:
Set Up WDC

On the WDC Settings page, you can enable and disable features like Thanks and Skills for your
EDITIONS
organization.
and will remain available in the application beyond Spring ’22. WDC Goals, Coaching, Feedback, Available in: Professional,
Performance, and Rewards features won’t appear in the application anymore, and records Enterprise, Performance,
created previously will no longer be accessible. Unlimited, and Developer
Editions
Note: On May 1, 2020, we rebranded this suite. It's now called WDC.
1. From Setup, enter “WDC Settings” in the Quick Find box, then select WDC Settings.
USER PERMISSIONS
2. Select the WDC feature you want to enable or deselect the feature you want to disable.
To edit WDC settings:
Feature Section Description • Customize Application
Enable Thanks Thanks Settings Enable Thanks to allow users to recognize others
with thanks badges on the Chatter feed.
If you disable this setting, users no longer see
the Thanks action in the Chatter publisher.
However, they can still see previously created
Thanks posts.
Enable Skills Skills Settings Enable Skills to allow users to add skills to their
profiles and endorse the skills of other users.
Enabling this setting replaces the
Knowledgeable About widget on Chatter
profiles.
Restrict Skill and Skills Settings Disables inline editing of skills and
Endorsement Editing endorsements on Chatter profiles, and restricts
to Record Detail editing to record detail pages. Recommended
Pages
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if you have customized these objects with custom required fields.
Note: Don’t enable this setting if you want to use skills in

Chatter profiles.
Enable Automatic Skill Feed Skills Settings Enable to automatically create Chatter feed posts when a user adds
Posts a new skill.
Enable Suggested Skills Skills Settings Enable Suggested Skills to have the skills widget suggest skills for
users to add based on their Chatter Topics activity.
3. Click Save.
SEE ALSO:
Set Up WDC
WDC Editions and Permissions
You can change object permissions for the skill and endorsement objects to suit the needs of your
EDITIONS
organization.
WDC customers in
Customize the skill and endorsement objects in the same way you edit other objects. This includes Unlimited Edition, and
adding custom fields, modifying page layouts, and adding triggers, workflow, and validation rules. Developer Edition.
You can also customize the hovers that appear on skills, so that you expose specific standard and
custom fields.
555
Administrators can change object permissions for the skill and endorsement objects to suit the needs of their organization. For example,
you can configure object settings so users can’t create skills, and only skills created by an administrator can be assigned to others. By
default, supported user profiles have the ability to see, create, edit, and remove skills, and administrators have “Modify All Data” and
“View All Data” permissions.
Additionally, administrators can change some skills settings on the WDC Settings page. From Setup, enter WDC Settings in the
Quick Find box, then select WDC Settings.
WDC Setting What It Does

Edit Skills and Endorsements via record detail pages Disables inline editing of skills and endorsements on Chatter
profiles. Recommended if you have customized these objects with
custom required fields. Don’t enable this setting if you want to use
skills in Chatter profiles.
Generate feed posts when users add a new skill Automatically creates a Chatter feed post when a user adds a new
skill to a profile.
Enable Suggested Skills Automatically suggests skills based on users’ Chatter topics.
You can also install a package with additional reports and dashboards for thanks and skills features:
• Thanks and Skills Reports and Dashboards (Production Package)
• Thanks and Skills Reports and Dashboards (Sandbox Package)
SEE ALSO:
Skills Overview
Skills Limitations
Object Permissions
Viewing and Editing Object Permissions in Permission Sets and Profiles
556
Skills Limitations
Skills and endorsements have special behaviors and limitations.
EDITIONS
WDC customers in
Enterprise Edition,
Note: In the Spring ’21 release, Community Cloud was renamed to Experience Cloud. As Performance Edition,
part of this rebranding effort, you can expect changes for both tools and terminology. For Unlimited Edition, and
more information, see Enable Digital Experiences. Developer Edition.
Note the following restrictions:

• The Skills feature is not supported in Communities.
• Skill User and Endorsement records can only be deleted by the owner and users with the “Modify All Data” permission.
• To restore the users and endorsements associated with a deleted skill, retrieve the skill from the Recycle Bin. Creating a skill with the
same name will not restore the prior associations.
• Users can only endorse others, not themselves. Users can’t be endorsed more than once by the same person on the same skill.
Administrators can endorse users on behalf of other users through the API.
• Users can’t see the skills widget on a Chatter profile page unless Chatter is enabled.
SEE ALSO:
Skills Overview
Manage WDC
Use these WDC features to thank coworkers.
EDITIONS
WDC customers in
Enterprise Edition,
Thank Coworkers Unlimited Edition, and
Thank your coworkers by posting badges to their Chatter feed. Developer Edition.
Skills Overview
Skills allow users to share information about their professional expertise. With skills, users can
discover, collaborate with, and endorse others based on their knowledge.
557
Thank Coworkers
Thank your coworkers by posting badges to their Chatter feed.
EDITIONS
WDC customers in
Enterprise Edition,
WDC Recognition includes Thanks with unlimited custom badges. Managers can create reports Performance Edition,
and dashboards to view data on Recognition leaders. In addition to the required user permissions, Unlimited Edition, and
your administrator must enable Thanks for your organization. Depending on how your administrator Developer Edition.
configured WDC, the Recognition tab and Badges tab may appear as top-level tabs. Additionally,
the Recognition tab may appear as a subtab on your Chatter profile.
Note: Users can create, edit, share, and give thanks badges without a WDC license. For more information about obtaining WDC,
contact Salesforce.
Access the library of available badges from the Badges tab. Click New to create a badge, or click a badge to see or edit badge details.
You can only view the badges you have permission to give, and your ability to create or edit badges may be limited depending on how
your feature is configured.
558
Give thanks badges from the Chatter publisher. Users are currently limited to giving badges to one user at a time. For more information,
see Give Thanks to Coworkers.
View the badges a user has received on the Recognition tab of their Chatter profile.
Create a Badge
Create custom badges to recognize and thank your coworkers.
Configure Access to Thanks Badges
Configure access to a thanks badge using its Access related list.
SEE ALSO:
Create a Badge
559
Create a Badge
Create custom badges to recognize and thank your coworkers.
EDITIONS
WDC customers in
Enterprise Edition,
1. Click the Badges tab. Performance Edition,
If the Badges tab isn’t displayed, click to the right of your current tabs and select it from the Unlimited Edition, and
All Tabs page. Developer Edition.
2. Click New.
3. Enter a name and description for the badge, add a badge image, and optionally assign badge USER PERMISSIONS
limits.
To view the Badges tab:
Note: • No additional user
• Badges can’t be transferred from a sandbox organization to a production organization. permission needed
• You can limit access to badge records with the Access related list, but badge images To build a badge:
are externally available. • Create on Documents
• The Restrict Custom
Badge Creator setting is
Badge Field Description
disabled by default. If
Badge Name The name of the badge. the setting is enabled,
users need the Create
Active Indicates that the badge is active and available Custom Badge
to give. This setting is enabled by default. Definitions permission.
Owner Name The name of the badge owner.
Company Badge Select to make this badge a company badge.

Only users with the Chatter moderator
permission can create and edit company
badges. Company badges enable all users to
give the badge.
Description A description that explains the significance of

the badge.
Image URL A visual representation of the badge. Click the

image field to select a picture from a directory
on your computer. Badge images are stored
at 128 x 128 pixels and are externally available.
Limit Number The number of badges that are available. This

can be per user or across all users. The default
value is unlimited badges.
560
Badge Field Description

Limit Start Date Indicates when the system begins to count the number of badges
used. The default value is the date the badge is created.
Limit Type Select Per User to have Limit Number apply to each user. Select
Per Company to have Limit Number apply to the entire
organization.
4. Click Save.
Access for custom badges is set to all internal users by default. To change the access to a custom badge, go to the badge detail page
and click Edit List on the Access related list.
SEE ALSO:
Thank Coworkers

Configure access to a thanks badge using its Access related list.
EDITIONS
WDC customers in
Enterprise Edition,
1. From the Badges tab, click the badge you’d like to modify. Performance Edition,
If you don’t see the Badges tab, click to the right of your current tabs and select it from the Unlimited Edition, and
All Tabs page. Developer Edition.
2. Under the Access related list, click Edit List.

3. Enter the public groups or users you want to grant access to.
You can only grant access to users with supported licenses.
4. Click Save.
SEE ALSO:
Thank Coworkers
Create a Badge
561
Skills Overview
Skills allow users to share information about their professional expertise. With skills, users can
EDITIONS
discover, collaborate with, and endorse others based on their knowledge.
WDC customers in
The Skills feature makes it easier to identify experts in different areas. Users can add or remove skills Unlimited Edition, and
on their Chatter profile page or on record detail pages, and other users can endorse those skills. Developer Edition.
Use the global search bar to search for experts with specific skills.
Add a Skill Via Record Detail Pages

Add skills to share your professional expertise.
Remove a Skill Via Record Detail Pages
Remove a skill if it no longer applies.
Endorse a Skill Via Record Detail Pages
Endorse a user’s skill to promote their expertise in a specific area.
SEE ALSO:
Skills Limitations
562

Add skills to share your professional expertise.
EDITIONS
WDC customers in
Enterprise Edition,
If the skill already exists, use the global search bar to find the skill, and click Add to My Profile on Performance Edition,
the skill record. Unlimited Edition, and
Developer Edition.
1. From your personal settings, enter Advanced User Details in the Quick Find box,
then select Advanced User Details. No results? Enter Personal Information in the
Quick Find box, then select Personal Information.
USER PERMISSIONS
2. In the User Skills related list, click New Skill.
3. Enter the name of your skill and an optional description. To add skills:
• Create on Skills and Skill
4. Click Save.
Users
The skill is created.
5. Click Add To My Profile.
6. Click Save.
The skill is associated with you.
You can also add skills on Chatter profile pages.
SEE ALSO:
Skills Overview
Personalize Your Salesforce Experience
563

Remove a skill if it no longer applies.
EDITIONS
WDC customers in
Enterprise Edition,
1. From your personal settings, enter Advanced User Details in the Quick Find box, Performance Edition,
then select Advanced User Details. No results? Enter Personal Information in the Unlimited Edition, and
Quick Find box, then select Personal Information. Developer Edition.
2. In the User Skills section, click Del next to the skill you want to remove.
3. Click OK.
USER PERMISSIONS
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. To remove skills:
• Read on Skills
You can also remove skills on Chatter profile pages.
AND
Delete on Skill Users
SEE ALSO:
Skills Overview
Personalize Your Salesforce Experience
564
Sales Cloud Basics Artificial Intelligence and Sales Cloud

Endorse a user’s skill to promote their expertise in a specific area.
EDITIONS
WDC customers in
Enterprise Edition,
1. Go to the profile page of the user you’d like to endorse. Performance Edition,
2. Click the dropdown button in the upper right corner and select User Detail. Unlimited Edition, and
Developer Edition.
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. USER PERMISSIONS
5. Click Save.
To add endorsements to
You can also endorse skills on Chatter profile pages. skills:
• Create on Endorsements
SEE ALSO: AND
Skills Overview Read on Skills and Skill
Users
Artificial Intelligence and Sales Cloud

AI makes the sales process smarter at every step. Salesfore’s AI technology—Einstein—automates data entry and predictive analysis so
you can make every selling moment count.
Einstein Features in Sales Cloud

Many Sales Cloud features use AI and machine learning. Review which features are best for you, and see the license requirements
for each feature.
Einstein and Data Usage in Sales Cloud
Einstein is built on data. When using Sales Cloud, review this table to understand the type of data used by Einstein features.
Set Up Einstein Opportunity Scoring for Sales Cloud Users
Einstein Opportunity Scoring, which is part of the Sales Cloud Einstein product suite, is available to eligible customers at no extra
cost. Turn on Einstein and we take care of the rest.
Manage Sales Cloud Users’ Access to Einstein Features
Einstein Opportunity Scoring, which is part of the Sales Cloud Einstein product suite, is available to eligible customers at no extra
cost. Access is available through the Sales Cloud Einstein For Everyone permission set. Review who has access to the permission set,
what’s included, and how to manage user assignments.
565
Sales Cloud Basics Einstein Features in Sales Cloud
Set Up Sales Summaries for Einstein Copilot

Einstein Sales Summaries in Copilot give sales users AI-generated summaries of accounts, contacts, leads, and opportunities. When
users ask Einstein to summarize an account, contact, lead, or opportunity record, the Summarize Record copilot standard action uses
a Sales Summaries prompt template to generate the summary.
Set Up Create Close Plan in Einstein Copilot
Einstein Create Close Plan in Einstein Copilot helps reps achieve their quotas by providing AI-generated plans that include advice
and steps for closing deals. Close plans include data from records related to a specific opportunity, so the steps are personalized to
the customer and the rep’s sales process.
Set Up Meeting Follow-Up Email in Einstein Copilot
Einstein Meeting Follow-Up Email in Einstein Copilot saves reps time by producing AI-generated emails based on customer calls.
Meeting Follow-Up Email incorporates crucial meeting details into personalized sales pitches and other communications that help
reps reengage customers quickly after a call. This feature is available in Einstein Copilot through the Draft or Revise Sales Email
standard copilot action. When a user asks Einstein to draft a meeting follow-up email and the user has access to Meeting Follow-Up
Emails in Einstein Copilot, the Draft or Revise Sales Email action uses the internal-only Meeting Follow-Up Sales Email prompt template
to compose the email.
Einstein Features in Sales Cloud

Many Sales Cloud features use AI and machine learning. Review which features are best for you, and see the license requirements for
each feature.
Feature Where It Appears Which Licenses Include It

Einstein Lead Scoring • Lightning Experience • Sales Cloud Einstein
• Salesforce Classic • Sales Engagement
• Salesforce App (list views only) • Account Engagement Advanced
Edition
Einstein Opportunity Scoring • Lightning Experience • Sales Cloud Einstein

• Salesforce Classic • Salesforce user license
• Salesforce App (list views only)
Einstein Automated Contacts Lightning Experience Sales Cloud Einstein
Einstein Forecasting • Lightning Experience Sales Cloud Einstein
• Salesforce Classic Note: Collaborative Forecasts and

• Salesforce App forecast hierarchy must be enabled.
Einstein Conversation Insights Lightning Experience Included in Performance and Unlimited

editions and available as an add-on in
Enterprise Edition
Einstein Activity Capture • Lightning Experience • Sales Cloud Einstein

• Inbox mobile • Sales Engagement
• Revenue Intelligence
566
Sales Cloud Basics Einstein Features in Sales Cloud
Note: Einstein Activity Capture

Standard is available to up to 100
users who have only a Salesforce
user license.
Einstein Email Insights • Lightning Experience Included with Einstein Activity Capture
• Inbox mobile
Einstein Recommended Connections • Lightning Experience Included with Einstein Activity Capture
• Inbox mobile
Einstein Campaign Insights Lightning Experience Account Engagement Advanced and

Premium Editions
Einstein Behavior Scoring Lightning Experience Account Engagement Advanced and

Premium Editions
Einstein Attribution Lightning Experience Account Engagement Advanced and

Premium Editions
Einstein Send Time Optimization Lightning Experience Account Engagement Advanced and
Premium Editions
Einstein for Sales: Sales and Emails Lightning Experience, Salesforce email Einstein for Sales add-on
integrations for Outlook and Gmail
Einstein for Sales: Call Summaries Lightning Experience, Einstein Conversation Einstein Conversation Insights (included in
Insights Enterprise, Performance, and Unlimited
Enterprise Edition for more than 10 users)
with the Einstein for Sales add-on
Einstein for Sales: Call Explorer Lightning Experience, Einstein Conversation Einstein Conversation Insights (included in
Einstein for Sales: Sales Signals Lightning Experience, Einstein Conversation Einstein Conversation Insights (included in
with Data Cloud and the Einstein for Sales
add-on
Einstein for Sales: Generative Conversation Lightning Experience, Einstein Conversation Einstein Conversation Insights (included in
Insights Insights Enterprise, Performance, and Unlimited
567
Sales Cloud Basics Einstein and Data Usage in Sales Cloud

Einstein for Sales: Sales Summaries • Lightning Experience Einstein for Sales add-on
• Salesforce App
Einstein for Sales: Create Close Plan • Lightning Experience Einstein for Sales add-on
• Mobile
Einstein for Sales: Find Similar Deals • Lightning Experience Einstein for Sales add-on
• Salesforce App
Einstein and Data Usage in Sales Cloud

Einstein is built on data. When using Sales Cloud, review this table to understand the type of data used by Einstein features.
The table lists the customer data that’s submitted by the customer to Salesforce services as defined in the Main Services Agreement
(MSA). The table also indicates which features use global models trained on customer data. These models look for aggregated, anonymous
trends across multiple Salesforce customers. If an Einstein feature uses a global model, the customer can opt out of the global model
and have control over whether their data contributes to global models.
For more information on how to control how your data is used, see Salesforce Einstein: Global Model Opt-Out Process.
Global
Customer Data and Salesforce Objects Model
Product Feature Used Usage Data Used Used
Einstein Conversation Einstein Account, Contact, Opportunity, NA Yes
Insights Conversation OpportunityHistory, OpportunityStage, User,
Insights VoiceCall, VideoCall, VideoCallRecording,
VoiceCallRecording, VideoCallParticipant,
meeting data
Einstein Generative AI Automatic Contact Contact, User emails NA Yes

for Sales Enhancements
Sales Emails Account, Contact, Lead, Product, and User Email, Engagement data No
based on send clicks
Call Summaries Video Call, Voice Call Engagement data based on No

summaries processed
Call Explorer Video Call, Voice Call Engagement data based on No

questions asked
Sales Signals Video Call, Voice Call Engagement data based on No

conversations processed
568
Global
Generative Video Call, Voice Call Engagement data based on No
Conversation calls processed for insights
Insights
Sales Summaries Account, AccountContactRelation, Case, Contact, NA No

Event, Lead, Opportunity,
OpportunityCompetitor,
OpportunityContactRole,
OpportunityTeamMember, ScoreIntelligence,
Task
If Einstein Activity Capture is enabled:
ActivityMetric, UnifiedActivity,
UnifiedActivityRelation, and UnifiedEmail.
Find Similar Contact, Opportunity, Opportunity Competitor, NA No

Opportunities Opportunity Contact Role, Opportunity Line
Item, Opportunity Partner, Opportunity Team
Member
Sales Cloud Einstein Einstein Account External News, RecordRecommendation, Account insights user No
Insights AccountInsightNewsArticle, OpportunityInsight, interaction feedback such
AccountInsight, PredictionDefinition, Task, as account insights
EventRelation, Event, Contact, Lead, rendered, dismiss, undo
AccountTeamMember, EntitySubscription, dismiss, email, expand,
Account, Opportunity, OpportunityHistory, collapse, open dropdown
OpportunityContactRole, OpportunityStage, menu on Lightning
OpportunityTeamMember Organization, Platform and Record Home
PermissionSet, PermissionSetAssignment,
PermissionSetLicense,
PermissionSetLicenseAssign, User, UserRole,
Profile, OrgWideEmailAddress, RecordType,
CurrencyType
Einstein ContactSuggestionInsight, Contact suggestion No

Automated OpportunityContactRoleSuggestionInsight, insights, opportunity
Contacts RecordRecommendation, PredictionDefinition, contact role suggestion
Contact, Lead, AccountTeamMember, insights user interaction
EntitySubscription, Event, EventRelation, Task, feedback such as contact
Account, Opportunity, OpportunityHistory, suggestion insights
OpportunityContactRole, rendered, dismiss, undo
OpportunityTeamMember, Organization, dismiss, expand, collapse,
PermissionSet, PermissionSetAssignment, open dropdown menu,
PermissionSetLicense, review suggestion, reject
PermissionSetLicenseAssign, User, UserRole, suggestion on Lightning
Profile, OrgWideEmailAddress, RecordType, Platform and Record Home
569
Global
CurrencyType. If Einstein Activity Capture is
enabled: User email and meetings.
Einstein Same as Einstein Opportunity Scoring with the Forecasting prediction user No
Forecasting following additional entities: Individual, Period, interaction feedback such
ForecastingPrediction, as forecasting prediction
ForecastingPredictionElement, rendered, hover, and click
ForecastingPredictionReason, prediction cell.
ForecastingPredictionTrend, ForecastingType,
OpportunitySplit, OpportunitySplitType,
FiscalYearSettings,
ForecastingSegmentationConfig,
ForecastingTunerConfig, PeriodType,
ForecastingQuota, ForecastingSourceDefinition,
ForecastingTypeSource, ForecastingFilter,
ForecastingFilterCondition
Einstein RecordRecommendation, Opportunity insights user No

Opportunity AccountInsightNewsArticle, OpportunityInsight, interaction feedback such
Insights AccountInsight, PredictionDefinition, Task, as opportunity insights
EventRelation, Event, Contact, Lead, rendered, dismiss, undo
AccountTeamMember, EntitySubscription, dismiss, edit opportunity,
Account, Opportunity, OpportunityHistory, email, expand, collapse,
OpportunityContactRole, OpportunityStage, open dropdown menu on
OpportunityTeamMember, Organization, Lightning Platform and
PermissionSet, PermissionSetAssignment, Record Home
PermissionSetLicense,
PermissionSetLicenseAssign, User, UserRole,
Profile, OrgWideEmailAddress, RecordType,
CurrencyType. If Einstein Activity Capture is
enabled: User email and meetings.
Lead Scoring Lead, LeadHistory, Task, Event, Account, Contact, Lead score user interaction Yes
RecordType, Organization, LeadIQConfiguration, feedback such as
AIApplication, AIModelDefinition, opportunity score
MLPredictionDefinition, MLDataDefinition rendered, hover on list
view, and record home
page.
Einstein Activity See Einstein Features See Einstein Features See

Capture –Email Einstein
Insights, Einstein Features
Activity
Capture–Recommended
Connections,
Einstein Activity
Capture –
570
Sales Cloud Basics Set Up Einstein Opportunity Scoring for Sales Cloud Users
Global
Signature Parser,
Einstein
Opportunity
Scoring
Sales Engagement Einstein Activity See Einstein Features See Einstein Features See
Capture – Email Einstein
Insights, Einstein Features
Activity Capture
–Recommended
Connections,
Einstein Actitivy
Capture –
Signature Parser
Einstein See Einstein Conversation Insights See Einstein Conversation See

Conversation Insights Einstein
Insights Conversation
Insights
Lead Scoring See Sales Cloud Einstein See Sales Cloud Einstein See Sales
Cloud
Einstein

Einstein Opportunity Scoring, which is part of the Sales Cloud Einstein product suite, is available to
EDITIONS
eligible customers at no extra cost. Turn on Einstein and we take care of the rest.

• For customers without the Sales Cloud Einstein license, Einstein Opportunity Scoring is Experience
available on a rolling basis starting in the Spring ’20 release. For details about timing and
eligibility, contact your Salesforce account executive. Available in: Enterprise,
Performance, and
• Opportunity scores are available in both Salesforce Classic and Lightning Experience, but
Unlimited Editions
you have to turn on Einstein in Lightning Experience.
• When you don’t have any Sales Cloud Einstein licenses, Einstein Opportunity Scoring isn’t
available in sandbox or for Salesforce Government Cloud customers. USER PERMISSIONS
• If you’re missing the option to enable Einstein Opportunity Scoring, contact Salesforce To turn on Einstein
Customer Support. Opportunity Scoring For
Everyone:
1. To get started with Einstein, follow the in-app prompts. Or, from Setup in Lightning Experience, • Customize Application
enter Assisted Setup in the Quick Find. Then, select Assisted Setup under Einstein AND Modify All Data
Sales.
2. Confirm that you understand what happens when you turn on Einstein.
3. Click Turn It On. If needed, review and accept the terms.
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Sales Cloud Basics Set Up Einstein Opportunity Scoring for Sales Cloud Users
Here’s what happens next.

• We analyze your teams’ past opportunities to build a scoring model. Building a model can take anywhere from a few hours to
a few days, depending on how much data you have. The model, which is refreshed at regular intervals, is used to generate scores.
• We add the Score field to your standard and custom opportunity page layouts. If you use full view as your default record view,
scores don’t always appear in the layout’s first section.
• We add the Opportunity Score field to the Recently Viewed list view. Add the field to public opportunity list views and ask your
sales teams to add it to their own opportunity list views.
• We assign the Sales Cloud Einstein For Everyone permission set to all users who have a Salesforce user license. Users see scores
after they’re generated. You can remove access for individual users through the permission set.
• We create a Sales Insights Integration user and assign it to a user profile of the same name. Although you see the user and profile
listed in your org, they’re used only behind the scenes.
Tip: If you don’t see scores a few days after turning on Einstein, review information about how Einstein scores your opportunities.
If you still need help, contact Salesforce Customer Support for assistance.
4. To customize the scoring model, go to the Einstein Opportunity Scoring setup page and click Review Settings.
a. Read the introduction, and then click Next.
b. Choose whether to have Einstein consider all opportunity records or only a subset when building the scoring model. Then, click
Next. If needed, define the conditions, and click Next.
c. Choose whether to have Einstein consider all opportunity custom fields when building the scoring model. Then, click Next. If
needed, deselect the fields you want Einstein to ignore, and click Next.
d. Review your settings. Then, click Start to begin the scoring process.
It can take up to 48 hours to analyze your data, build a new scoring model, and update scores. To check the status, return to the
Einstein Opportunity Scoring setup page.
SEE ALSO:
Einstein Opportunity Scoring
Implementation Guide: Einstein Opportunity Scoring for Everyone
572
Sales Cloud Basics Manage Sales Cloud Users’ Access to Einstein Features

Einstein Opportunity Scoring, which is part of the Sales Cloud Einstein product suite, is available to
EDITIONS
eligible customers at no extra cost. Access is available through the Sales Cloud Einstein For Everyone
permission set. Review who has access to the permission set, what’s included, and how to manage Available in: Salesforce
user assignments. Classic and Lightning
The Sales Cloud Einstein For Everyone permission set is intended for users who don’t have a Sales Experience
Cloud Einstein license. For details about whether the permission set is available to you, contact your
Salesforce account executive. Performance, and
The Sales Cloud Einstein For Everyone permission set includes the following permissions. Unlimited Editions
Permission Description Enabled by Default USER PERMISSIONS

Use Einstein Opportunity Lets users see opportunity Yes
To create permission sets:
Scoring scores, which indicate which
deals are more likely to close.
Permission Sets
View Opportunity Scoring Lets users see all factors used No. Clone the Sales Cloud To assign permission sets:
Model Factors by Opportunity Scoring to build Einstein For Everyone • Assign Permission Sets
scoring models. Scoring models permission set, enable the
are used to score individual permission, and assign the
records. Users who can view permission set to users.
model factors can sometimes
see the object data and
object-related data used to
build the models, regardless of
their sharing settings.
1. From Setup, enter Permission Sets in the Quick Find. Then, select Permission Sets.
2. Click the Sales Cloud Einstein For Everyone permission set.
3. Click Manage Assignments. Add and remove assignments, as needed.
SEE ALSO:
Einstein Opportunity Scoring
Implementation Guide: Einstein Opportunity Scoring for Everyone
Set Up Sales Summaries for Einstein Copilot

Einstein Sales Summaries in Copilot give sales users AI-generated summaries of accounts, contacts, leads, and opportunities. When users
ask Einstein to summarize an account, contact, lead, or opportunity record, the Summarize Record copilot standard action uses a Sales
Summaries prompt template to generate the summary.
Available in: Enterprise, Performance, and Unlimited Editions with the Einstein for Sales add-on
573
Sales Cloud Basics Set Up Create Close Plan in Einstein Copilot

To set up Sales Summaries: Manage Einstein Copilot for Salesforce OR Customize Application
OR Modify Metadata
1. Turn on Einstein Generative AI in Setup.

2. Set Up Einstein Copilot for Salesforce.
Give Users Access to Sales Summaries

Assign users permission to create generative AI Sales Summaries with Einstein.
1. From Setup, enter Permission Sets in the Quick Find box, and then select Permission Sets.
2. Click Assign Permission Sets.
3. Select the Sales Summaries User permission set.
4. Click Manage Assignments, and then Add Assignments. Assign the permission set to users and click Assign.
Note: To customize the standard Sales Summaries prompt templates, go to Prompt Builder in Setup and clone and edit the
templates. To customize the Sales Summaries flows, go to Flows in Setup and select the flow that you want to update.
SEE ALSO:
Set Up Einstein Copilot
Copilot Action: Summarize Record
Standard Prompt Templates
Flow: Add and Edit Elements
Set Up Create Close Plan in Einstein Copilot

Einstein Create Close Plan in Einstein Copilot helps reps achieve their quotas by providing
USER PERMISSIONS
AI-generated plans that include advice and steps for closing deals. Close plans include data from
records related to a specific opportunity, so the steps are personalized to the customer and the To set up Create Close Plan:
rep’s sales process. • Manage Einstein Copilot
for Salesforce OR
Available in: Lightning Experience Customize Application
OR Modify Metadata
Available in: Enterprise, Performance, and Unlimited Editions with the Einstein for Sales
add-on
Before you enable Create Close Plan, these features must be enabled:
• Einstein Generative AI: Enable this feature in Setup from the Einstein Generative AI Setup page.
• Einstein Copilot: Enable and configure this feature in Setup from the Einstein Copilots page.
3. Select the Close Plan user permission set.
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Sales Cloud Basics Set Up Meeting Follow-Up Email in Einstein Copilot
4. Click Manage Assignments and then Add Assignments. Assign the permission set to users and click Assign.
SEE ALSO:
Enable Einstein Generative AI
Copilot Action: Create Close Plan
Set Up Meeting Follow-Up Email in Einstein Copilot

Einstein Meeting Follow-Up Email in Einstein Copilot saves reps time by producing AI-generated
USER PERMISSIONS
emails based on customer calls. Meeting Follow-Up Email incorporates crucial meeting details into
personalized sales pitches and other communications that help reps reengage customers quickly To set up Meeting Follow-Up
after a call. This feature is available in Einstein Copilot through the Draft or Revise Sales Email standard Email:
copilot action. When a user asks Einstein to draft a meeting follow-up email and the user has access • Manage Einstein Copilot
to Meeting Follow-Up Emails in Einstein Copilot, the Draft or Revise Sales Email action uses the for Salesforce
internal-only Meeting Follow-Up Sales Email prompt template to compose the email. OR
OR
Available in: Enterprise, Performance, and Unlimited Editions with the Einstein for Sales add-on Modify Metadata
Before you enable Meeting Follow-Up Email, these features must be enabled.
• Einstein Generative AI: Enable this feature in Setup from the Einstein Generative AI Setup page.
• Einstein Copilot: Enable and configure this feature in Setup from the Einstein Copilots page.
• Einstein Conversation Insights (ECI): Enable this feature in Setup from the General Settings page.
A call summary and call transcript are required to generate a meeting follow-up email.
3. Select the Sales Meeting Follow-Up Email user permission set.
4. Click Manage Assignments and then Add Assignments. Assign the permission set to users and click Assign.
SEE ALSO:
Enable Einstein Generative AI
Copilot Action: Draft or Revise Email
575
Sales Cloud Basics Digital Engagement for Sales Cloud
Digital Engagement for Sales Cloud

Sales reps who use the Lightning Sales Console can use digital channels to stay in touch with
EDITIONS
prospects. Digital channels include multiple types of messaging apps and chat. Plus, Omni-Channel
lets sales managers route communications to the right sales team. Sales Engagement users can Available in: Lightning
use digital channels from the workflow queue. Learn about the digital channels that are available Experience
for the Sales Console.
Available for an extra cost
Note: in: Enterprise and Unlimited
• The guided setup flows that are part of Service Cloud aren’t available with Sales Cloud. Editions
Instead, manually set up your Digital Engagement implementation. Service Cloud and Chat or
• The documentation for Digital Engagement features applies to Service Cloud and Sales Messaging license are
Cloud, except where noted. Sometimes, the term agents is used instead of sales reps. required.
• For information on the features included in the Digital Engagement subscription, see our
pricing docs.
Digital Engagement Feature Sales Benefits Setup Information

Omni-Channel • Unify your channels and manage your Customize Omni-Channel
sales reps’ workload. • Messaging must be enabled.
• Route work requests to the most • Make sure that users have visibility to
available and qualified sales rep. all required fields.
Channel-Object Linking • Create rules to quickly link channel Channel-Object Linking

interactions to objects such as Contacts.
• Fine-tune rules so that linking happens
automatically or so that sales reps are
prompted with suggested records to
link.
Web chat • When prospects visit your website, • Create a Basic Chat Implementation
reach out to them with timely • Set Up Your Embedded Chat Window
information and keep them on your site.
Note: Make sure that users have
• Increase sales rep productivity by
visibility to all required fields.
allowing them to engage with multiple
prospects at the same time.
Einstein Bots • Free up your sales reps’ time by Einstein Bots

handling routine requests and gathering
information to help with the upcoming
chat. For example, collect lead
information through a bot conversation
instead of a web form.
• Qualify and route leads to the right
team.
576
Sales Cloud Basics Contact and Lead Imports
Digital Engagement Feature Sales Benefits Setup Information
• If you use Sales Engagement, route

leads to cadences.
Messaging • Automatically follow up on leads by • Set Up Messaging Channels

sending SMS text messages after the • Messaging Data Protection and
web form is filled out. Customer Privacy
• Sales Engagement users can complete • Set Up Automatic Message Notifications
tasks and follow up on leads via SMS
• Message with Customers
right from their Work Queue.
• Build one-on-one relationships and Note: Make sure that users have
engage with key customers. visibility to all required fields.
Note: Unused conversations and triggered and bulk messages are forfeited at the subscription’s end date. To purchase additional
conversations or triggered and bulk messages, contact your Salesforce representative.
SEE ALSO:
Lightning Sales Console
Sales Engagement
Contact and Lead Imports

If you have permission to import data, you can import up to 50,000 contacts and leads at a time
EDITIONS
using a CSV file and a simplified import flow. If you have access to the Data Import Wizard, or are
part of an Einstein Activity Capture configuration that allows contact syncing, you can choose the Available in: Lightning
method you want to use at the time of import. Experience
Ask your Salesforce admin to turn on the Basic Data Import in Salesforce, which is available in
Enterprise and Performance editions. Then, if you have the View Setup and Configuration permission
Enterprise, and
plus permission to import contacts or leads, you can choose how to import new contacts or leads Performance editions
based on your system configuration.
Important: When completing the import, the Import from File option supports UTF-8
character encoding only. If you require a different character encoding format, select Import,
Update, or Export to complete your import using the Data Import Wizard, which allows you
to select a character code standard.
The CSV file import uses the same data matching and import rules as the Data Import Wizard and offers these key features.
• Easy to follow, guided experience.
• A sample CSV file to ensure your data is in the right format.
• Automated matching to data already in your system to identify duplicate records.
• Easy to select options to map fields in your file to fields in Salesforce.
• Previews of mapped fields.
The Basic Data Import is for importing new contacts or leads only.
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Sales Cloud Basics More Sales Features
Salesforce recommends that you test a small file first to make sure that you’ve prepared your source data correctly. Any duplicate leads
are identified by matches in Name only.
For large or complex import jobs, to import data for other objects, to import updates to existing contacts and leads, or for support for
other Salesforce editions, use the Data Import Wizard or the Data Loader import options.
SEE ALSO:
Choosing a Method for Importing Data
What is Imported for Business Accounts and Contacts?
What is Imported for Leads?
More Sales Features

Locate documentation for earlier versions of features we've upgraded.
Drive Sales with Partners

Partners are the companies with which you collaborate to close your sales deals. For each opportunity or account you create, the
Partners related list allows you to store information about your partners and the roles they play in the opportunity or account. A
partner must be an existing account within Salesforce.
Add LinkedIn Sales Navigator to Sales Cloud
Sales reps can connect with customers in more ways with more information using the LinkedIn Sales Navigator native integration.
Sales reps can see LinkedIn profiles on lead, contact, opportunity, and account pages. And they can send InMails and connection
requests with Lightning actions. Sales managers can add LinkedIn InMail and connection request steps to Sales Engagement cadences.
Drive Sales with Partners

Partners are the companies with which you collaborate to close your sales deals. For each opportunity
EDITIONS
or account you create, the Partners related list allows you to store information about your partners
and the roles they play in the opportunity or account. A partner must be an existing account within Available in: Salesforce
Salesforce. Classic (not available in all
If your organization has been enabled for partners, you can create partner accounts. Partner accounts orgs)
are business accounts that a channel manager uses to manage partner organizations, partner users,
and activities. They are completely separate from account partnerships that are displayed orgs activated before
in the Partners related list on an account. For more information about creating and managing Summer ’09
partner portals, see Create and Manage Partner Portals.
Tip: If your organization uses person accounts, you can use partner roles to relate person Professional, Enterprise,
accounts to each other. For example, if you have individual person account records for several Performance, Unlimited,
members of a household or family, then you can use partner roles such as “Spouse” or “Sibling” and Developer Editions in
to associate those records. orgs activated after Summer
’09
Sharing Information with Partners

Partners are companies or individuals that directly drive sales or help you close sales deals.
Add Partner Relationships
The opportunity and account detail pages include a Partners related list for viewing and adding partner relationships.
578
Sales Cloud Basics Drive Sales with Partners
Partner Fields
A partner has the following fields, listed in alphabetical order.
Deleting Partners
Removing a partner from an opportunity or account removes the partner's relationship with the opportunity or account, but does
not delete the account.
Starting in Summer ’13, the partner portal is no longer available for orgs that aren’t currently using it. Existing orgs continue to have
full access. If you don’t have a partner portal, but want to easily share records and information with your partners, try Experience
Cloud sites.
Sharing Information with Partners

Partners are companies or individuals that directly drive sales or help you close sales deals.
EDITIONS
You can track partner sales in your Salesforce org in different ways.
• Add partners to account and opportunity records.
• Enable your org for partners, create partner accounts, create partner users, and collaborate with orgs)
them on your channel sales data in a partner community (recommended) or partner portal.
• Use Salesforce to Salesforce if your partner has a Salesforce org of their own.
Summer ’09
’09
Add Partner Relationships

The opportunity and account detail pages include a Partners related list for viewing and adding
USER PERMISSIONS
partner relationships.
To add partners to an
Available in: Lightning Experience, Salesforce Classic, and all versions of the Salesforce app (not account:
available in all orgs) • Edit on accounts
AND
Available in: All Editions for orgs created before Summer ’09
Read on opportunities
Available in: Essentials, Group, Professional, Enterprise, Performance, Unlimited, and
Developer Editions for orgs created in Summer ’09 and later To add partners to an
opportunity:
To view account information for a specific partner, click the partner’s name in the Partners related AND
list. If you don’t have permission to view a partner account, the account name still appears in the Edit on opportunities
related list on the account or opportunity. However, you don’t have access to other information
about that account.
1. In the Partners related list, click New.
2. On opportunities, you can choose a primary partner by selecting Primary. Partners marked as primary appear in opportunity reports.
579
3. In the Partner column, enter the name of an account. In Lightning Experience, you can add multiple partners at a time. In Salesforce
Classic, you can also create an account by opening the lookup dialog and clicking New.
4. In the Role column, choose the role that the partner account plays in the account or opportunity.
Remove a partner relationship by clicking Delete (Lightning Experience) or Del (Salesforce Classic) next to the partner. You can’t
open partner records from the Partners related list in the new Salesforce mobile app.
Note: If you change the account for an opportunity that has partners, all partners are deleted from the Partners related list.
Selecting a partner on an account or opportunity automatically creates a reverse partner relationship so that each account lists
the other as a partner. The role you select is applied to the partner account; in the current account, the reverse role is applied.
Your Salesforce admin sets the available roles and the corresponding reverse roles.
Your admin can customize the columns displayed in the related list.
Partner Fields
A partner has the following fields, listed in alphabetical order.
EDITIONS
Field Description Available in: Salesforce
Partner Name Name of partner. You can enter an existing Classic (not available in all
account, or use the lookup icon to search for (or orgs)
optionally, create) a new account. Available in: all editions in
Primary Option that specifies the primary partner for the
Summer ’09
opportunity.
Role Role of partner for a specific opportunity or Professional, Enterprise,
account. The role is correlated to the reverse Performance, Unlimited,
role, applied to the reverse partner relationship. and Developer Editions in
Select from a picklist of available roles, which orgs activated after Summer
are set by an administrator. ’09
580
Deleting Partners
Removing a partner from an opportunity or account removes the partner's relationship with the
EDITIONS
opportunity or account, but does not delete the account.
Note: If you change the account for an opportunity that has partners, all partners are deleted Available in: Salesforce
from the Partners related list. Classic (not available in all
orgs)
1. To remove a partner relationship from an opportunity or account, click Del next to the partner’s
name. Available in: all editions in
Removing a partner affects and opportunity or account in the following ways. orgs activated before
Summer ’09
Deleting a Partner From Does This Available in: Group,
An account Removes the partner from the account and Performance, Unlimited,
from all opportunities for that account with and Developer Editions in
which the partner was associated. orgs activated after Summer
’09
An opportunity If the partner is associated with only one
opportunity for an account, the partner is
removed from both the opportunity and the
USER PERMISSIONS
account.
If the partner is associated with multiple To delete partners from an
opportunities for an account, the partner is account:
removed from that opportunity only. The • Edit on accounts
partner remains associated with other To delete partners from an
opportunities and with the account. opportunity:
AND
Edit on opportunities

Starting in Summer ’13, the partner portal is no longer available for orgs that aren’t currently using
EDITIONS
it. Existing orgs continue to have full access. If you don’t have a partner portal, but want to easily
share records and information with your partners, try Experience Cloud sites. Available in: Salesforce
Note: Starting in Summer ’13, the partner portal is no longer available for orgs that aren’t Classic
currently using it. Existing orgs continue to have full access. If you don’t have a partner portal, Available in: Professional,
but want to easily share records and information with your partners, try Experience Cloud Enterprise, Performance,
sites. Unlimited, and Developer
Existing orgs using partner portals may continue to use their partner portals or transition to Editions
Experience Cloud. Contact your Salesforce Account Executive for more information.
For detailed information about creating a partner portal, see the Create and Manage Partner Portals guide. Generic information about
user management, sharing, and CRM data remains available from the Salesforce help.
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Sales Cloud Basics Add LinkedIn Sales Navigator to Sales Cloud
Add LinkedIn Sales Navigator to Sales Cloud

Sales reps can connect with customers in more ways with more information using the LinkedIn
EDITIONS
Sales Navigator native integration. Sales reps can see LinkedIn profiles on lead, contact, opportunity,
and account pages. And they can send InMails and connection requests with Lightning actions. Available in: Enterprise,
Sales managers can add LinkedIn InMail and connection request steps to Sales Engagement Professional, and Unlimited
cadences. Editions
This feature is available to users with a Sales Navigator Team or Enterprise license from LinkedIn.
This article is about the native LinkedIn Sales Navigator integration in Salesforce. For information
about the AppExchange version of Sales Navigator from LinkedIn, see Sales Navigator Help at LinkedIn.
The native integration of LinkedIn Sales Navigator and the AppExchange package offer different combinations of features.
Feature Native Integration AppExchange Package

Lightning actions for InMails and connection Yes Yes
requests
LinkedIn Profile components on lead, Yes Yes

contact, opportunity, and account pages
InMail and connection request steps in Sales Yes No

Engagement cadences
Data validation (Not at Company flag) No Yes
Support for Salesforce Classic No Yes
Note: On lead, contact, opportunity, and account record pages, sales users use the LinkedIn Sales Navigator component to match
the record with its LinkedIn profile. You can’t unmatch a record and a profile, except by associating the record with a different
profile.
Set Up LinkedIn Sales Navigator

To set up LinkedIn Sales Navigator, turn on the LinkedIn Sales Navigator native integration and then add the native Sales Navigator
components to lead, contact, opportunity, person account, and business account page layouts. If you have customized page layouts
for leads, contacts, opportunity, or accounts, add InMail and connection request actions to those layouts.
Send LinkedIn InMail and Connection Requests from Salesforce
When LinkedIn Sales Navigator is turned on, sales users can send InMail and Connection Requests right from lead, contact, opportunity,
person account, and business account records.
Set Up LinkedIn Sales Navigator

To set up LinkedIn Sales Navigator, turn on the LinkedIn Sales Navigator native integration and then
EDITIONS
add the native Sales Navigator components to lead, contact, opportunity, person account, and
business account page layouts. If you have customized page layouts for leads, contacts, opportunity, Available in: Enterprise,
or accounts, add InMail and connection request actions to those layouts. Professional, and Unlimited
This feature is available to users with a Sales Navigator Team or Enterprise license from LinkedIn. Editions
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Sales Cloud Basics Add LinkedIn Sales Navigator to Sales Cloud
This article is about the native LinkedIn Sales Navigator integration in Salesforce. For information about the AppExchange version of
Sales Navigator from LinkedIn, see Sales Navigator Help at LinkedIn.
To turn on the LinkedIn Sales Navigator native integration:
1. In Setup, enter LinkedIn Sales Navigator in the search box. Then click LinkedIn Sales Navigator.
2. In the LinkedIn Sales Navigator Integration tab, turn on the Sales Navigator Integration.
When you turn on the LinkedIn Sales Navigator native integration, InMail and connection request actions appear automatically in
the Actions menu on default page layouts.
3. Optionally enable LinkedIn's CRM Sync feature to allow Salesforce and LinkedIn to sync certain lead and contact data and save
Linkedin activities as tasks in Salesforce. To enable LinkedInCRM Sync, click Go to LinkedIn Settings.
Next, add Sales Navigator components and actions to page layouts.
Add LinkedIn Sales Navigator Components to Lead, Contact, and Account Page Layouts
To let sales users see LinkedIn profiles on lead, contact, opportunity, and account pages, add the LinkedIn Sales Navigator components
to Lightning pages.
Add LinkedIn Sales Navigator Lightning Actions to Lead, Contact, and Account Page Layouts
When you turn on the native integration of LinkedIn Sales Navigator, Salesforce adds InMail and connection request actions to default
page layouts. If you have any customized page layouts, manually add InMail and connection request actions to those layouts.
Add LinkedIn Sales Navigator Components to Lead, Contact, and Account Page Layouts
To let sales users see LinkedIn profiles on lead, contact, opportunity, and account pages, add the
EDITIONS
LinkedIn Sales Navigator components to Lightning pages.
This feature is available to users with a Sales Navigator Team or Enterprise license from LinkedIn. Available in: Enterprise,
Professional, and Unlimited
Editions
about the AppExchange version of Sales Navigator from LinkedIn, see Sales Navigator Help at
LinkedIn.
1. In Setup, enter Lightning App Builder in the search box, and then click Lightning USER PERMISSIONS
App Builder.
To edit and save Lightning
2. Find the Lightning page you want to update and click Edit. pages in the Lightning App
3. Drag the appropriate Sales Navigator component onto the page layout. Builder:
• For lead, contact, opportunity, and person account pages, you can add the Sales Navigator:
Member Profile (Native) component to the page layout. •
• For opportunity and business account pages, you can add the Sales Navigator: Company
Profile (Native) component to the page layout.
4. Save your changes. Repeat the process for each Lightning page you want to customize.
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Sales Cloud Basics Resources for the Sales Professional
Add LinkedIn Sales Navigator Lightning Actions to Lead, Contact, and Account Page Layouts
When you turn on the native integration of LinkedIn Sales Navigator, Salesforce adds InMail and
EDITIONS
connection request actions to default page layouts. If you have any customized page layouts,
manually add InMail and connection request actions to those layouts. Available in: Enterprise,
This feature is available to users with a Sales Navigator Team or Enterprise license from LinkedIn. Professional, and Unlimited
Editions
LinkedIn.
USER PERMISSIONS
1. In Setup, click Object Manager.
•
2. Click the name of the object you want to edit, such as Lead, and click Page Layouts.
•
3. Click the name of the page layout you want to edit.
4. In the Lead Layout section, click Buttons.
5. From the button list, drag the Send Sales Navigator InMail and the Send Sales Navigator Connection Request buttons to the Standard
Buttons section of the Lead Detail section.
Send LinkedIn InMail and Connection Requests from Salesforce

When LinkedIn Sales Navigator is turned on, sales users can send InMail and Connection Requests
EDITIONS
right from lead, contact, opportunity, person account, and business account records.
This feature is available to users with a Sales Navigator Team or Enterprise license from LinkedIn. Available in: Enterprise,
Professional, and Unlimited
Editions
LinkedIn.
To send an InMail from a record page:
• From the Actions menu, choose Send Sales Navigator InMail.
To send a connection request from a record page:
• From the Actions menu, choose Send Sales Navigator Connection Request.
Resources for the Sales Professional

In addition to Salesforce Help, Salesforce creates guides and tip sheets to help you learn about our features and successfully administer
Salesforce.
For End Users For Admins

Account Management
Campaign Influence Implementation Guide (PDF)
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INDEX
Campaigns (continued)
A members, adding from accounts 38
Account hierarchy 223–224
members, deleting individual 55
Account history 222
overview 25
Account teams
ROI reports 21
adding members 235
setting campaign types 23
overview 239
viewing hierarchy 29
Account Teams
Competitors
reports 238
overview 152
Accounts
Con tact hierarchy 274
account history 222
Consumers
adding team members 235
See Person accounts 227
deleting 245
Contact hierarchy 275
hierarchy, understanding 246
Contact Roles 292, 296
merging 214, 218
Contacts
overview 206
contact roles 292
parent 246
deleting 263
Person accounts 227
merge 264, 268
site 246
Converting
Assigning
leads 93, 99
leads 97
Creating
leads, guidelines for 98
B opportunities 144
Business contact sharing Custom fields
B2C orgs share contacts 226, 234 mapping lead fields 87
Customizing
C considerations for opportunity teams 516
Campaign hierarchy
viewing campaigns 29 D
Campaign member Data Integration 96, 221, 269
adding 36 Data.com
individuals, deleting 55 Clean 96, 221, 269
related list 52 Prospector 96, 221, 269
Campaign Members Deleting
overview 31, 33, 49 accounts 245
Campaigns contacts 263
adding members 36 opportunities 148
adding members from list views 39 quotes 175
adding members from reports 40 Duplicate
advanced setup 23 accounts 214, 218
campaign influence contacts 264, 268
21, 64
add campaign to opportunity 64 E
Campaign Members related list 52
Enterprise Territory Management 117
Customizable Campaign Influence setup 60
mass removing members 56
585
Index
Merging
F accounts 214, 218
FAQ
assigning status to web-generated leads 117 O
automatically email leads 115
Opportunities
campaign influence 21
add products 151
campaigns 21
bookmarking similar 150
convert existing accounts or contacts 115
creating 144
leads 115–117
deleting 148
lost leads 116
field history
mapping lead fields while converting 115
148
ROI reports 21
stage history 148
web-generated leads limit 117
finding similar 150
what is a Lead 115
Opportunity Stage 146
Fields
sharing 146
custom lead fields for lead conversion, mapping 87
sync with quotes 168
Finding
Opportunity Contact Roles 296
similar opportunities 150
Opportunity field history
Forecasting 117
stage history 148
Opportunity Splits
L enabling 518
Leads
Opportunity teams
assigning 97
considerations for customizing 516
assigning status to web-generated leads 117
Opportunity Splits 518
automatically email leads 115
Opportunity Teams
conversion, mapping custom fields 87
reports 508
Convert 91
Orders
convert existing accounts or contacts 115
creating 196
converting 99
deleting 197
guidelines for creating 98
editing 197
limits 116
Overview
lost leads 116
competitors 152
Manage 87
leads 78
mapping lead fields while converting 115
overview 78 P
Set Up 79
Parent accounts
sharing 97
viewing 246
Social Accounts and Contacts 78
Path 533–534
Things to know 97
PDFs
troubleshooting conversion problems 93
quote templates 161
web-generated leads limit 117
Person accounts
what is a Lead 115
overview 227
Pipeline
M visibility into your pipeline, sharing 146
Mapping
Products
custom lead fields 87
add to opportunities 151
Merge
list prices 123, 126
contacts 264, 268
overview 120–121
portal users 264, 268
sale prices 126
586
Index
Products (continued)
set and edit prices 123
R
Reduction orders
set prices 126
deleting 197
standard prices 123, 126
editing 197
Q Reports
adding results to campaigns 40
quote
PDF 169
Quote
S
Sharing
templates 173
leads 97
Quote templates
opportunities 146
add lists 163
Stage
add rich text 163
history 148
add signature block 165
Syncing
create 171
quotes with opportunities 167
custom 168, 176
troubleshooting for quotes 179
field names 173
signature block 173
standard 168, 176
T
tips 173 Team selling
totals section 173 Opportunity Splits 518
upgrading 173 Templates
Quotes quote PDFs 161
add lists to templates 163 Territory Management 2.0
add rich text to templates 163 concepts 459
add signature block to templates 165 Territory Type 459
considerations for creating PDFs 176
considerations for creating templates 171
V
create PDFs 168 Viewing
delete 175 parent account hierarchies 246
PDF templates 161
sync with opportunities 168
W
syncing with opportunities 167 Web-to-Lead
troubleshooting syncing 179 limits 116
587

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Sales Cloud Basics

Salesforce, Summer ’24

Last updated: May 17, 2024

Sales Cloud Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Learn About, Implement, and Optimize Sales Cloud Features

Digital Engagement for Sales Cloud

Learn About, Implement, and Optimize Sales Cloud Features

Set Your Team Up for Success

Implement It Right the First Time

Get the Most from Sales Cloud

Explore more in Salesforce Help.

Drive successful outcomes with Salesforce resources.

See an Overview of Metrics, Goals, Suggestions, Tasks, and Activities

Organize and Find Records Easily with Personal Labels

You can add labels to records on these objects.

• Orchestration Work Item

Capture ROI with Campaigns

Get to Know Salesforce Campaigns

Get to Know Salesforce Campaigns

Tour the Campaigns Object

Tour the Campaigns Object

How Campaigns Can Help

Use Campaigns with Other Clouds

Example: Salesforce Campaigns + Account Engagement Available in: all editions

Example: Salesforce Campaigns + Marketing Cloud

Understand Campaign Hierarchy

Getting Started Worksheet

Campaign Member Type Record type for campaign members; determines

Campaign Name Identifying name for the campaign.

Campaign Owner Assigned owner of the campaign.

Converted Leads in Campaign Number of leads that were converted to

Custom Links Listing of custom links for campaigns as set up by your

Description Description of the campaign. Up to 32KB of data are allowed in

Start Date Starting date for the campaign.

Status Status of the campaign, for example, Planned, In Progress. Entry is

Type Type of campaign, for example, Direct Mail or Referral Program.

Things to Know About Campaigns

Considerations for Using Campaigns

Experience Cloud Sites

Can I use list email or mass email for my email campaigns?

How do I add contacts and leads to campaigns?

How can I calculate the ROI for my campaigns?

How can I track which opportunities resulted from campaigns?

How is Campaign influence different from ROI reports?

Who has access to Campaigns?

Set Up Campaigns in Salesforce

Customize Campaign Types

Customize Campaign Types

Customize Campaign Types in Lightning Experience

Customize Campaign Types in Lightning Experience

Customize Campaign Types in Salesforce Classic

Campaign Member Statuses

Updating Campaign Member Statuses

Allow Users to Create Campaign Hierarchies

Working with Campaigns

Create or Edit a Campaign

Clone a Campaign with Related Records

Field Handling for Cloning Campaigns with Related Records

Field Handling for Cloning Campaigns with Related Records

Campaign Cloned campaign ID All