Release Notes Spring ’04

Major Announcements
Salesforce.com Studio .............................................. 2
New Products Tab .................................................... 9
Contract Management .............................................. 17
Public Knowledge Base ............................................. 23
Advanced Solution Management ................................ 25
Group Calendaring ................................................... 27
Lead Search and Merge Utility ................................... 31
Opportunity Update Reminder ................................... 33
Multi-Tier Case Escalations ........................................ 35
Checkbox Custom Fields ........................................... 38
Sharing Cases and Leads .......................................... 40
Offline PDA Edition ................................................... 49
Real-Time Data Replication ....................................... 52
Programmatic Text Searching .................................... 54

Addit i onal Enhancements

Cases .................................................................... 57
Customize My Display .............................................. 57
Dashboards ............................................................ 57
Documents ............................................................. 57
Email Attachments ................................................... 57
Email Templates ...................................................... 57
Events ................................................................... 58
Help, Training, and Support ....................................... 58
Leads ..................................................................... 58
Record Types .......................................................... 58
Security ................................................................. 58
Tabs ...................................................................... 58
Users ..................................................................... 59
Workflow ................................................................ 59
S alesforce.com S t udio
The existing salesforce.com customization and API audit functionality have
Available in: Enterprise and been rolled into the new Studio, where you can also find new functionality
Developer Editions to extend salesforce.com and integrate it with other applications. The
existing customization features allowed you to modify salesforce.com in
many ways, such as adding fields, changing page layouts, and creating
business rules. With the new extension and integration features of Studio,
you can now:
• Create custom tabs to contain your own custom data. Set the color,
security, and display properties of custom tabs.
• Create custom data objects to extend the data model of salesforce.com
beyond the standard objects such as accounts and campaigns.
• Add custom related lists to standard tabs, or to your new custom tabs.
• Use custom data in reports and dashboards.
• Upload content to the sforce control library for use in web integration
links.
• Download the salesforce.com Web Services Description Language
(WSDL) file to integrate and extend salesforce.com using the sforce API.
See Also:
What is salesforce.com Studio? on page 3
What is a Custom Object? on page 3
Viewing the Custom Objects List on page 3
Displaying and Editing Custom Objects on page 4
Creating Custom Tabs on page 7
Creating Custom Tabs on page 7
Defining sforce Controls on page 8
Using WSDL to Integrate Applications on page 8

IMPLEMENTATION TIPS
• The first step of implementation is to decide how your custom object is
related to standard salesforce.com objects like accounts, contracts, etc.
• Before creating custom objects, think about the security and sharing
model you want to apply. When creating the objects, you will implement
these decisions by setting permissions to control who can access the
data or view the custom tabs to interact with the data.
• Do you need to make the custom object part of the salesforce.com
interface, or is it an internal entity that will interact only with the sforce
API? If the custom object is to be part of the interface, define custom
tabs or custom related lists.
• If you want to make the custom object part of the salesforce.com
interface, determine whether to provide a new custom tab so users can
interact with the custom object. If you only want to display the custom
data, set up a related list on a standard tab or include the data in
reports.
• Decide whether users will enter data through a custom tab. Another way
to put data in the custom object is using the sforce API.
• Provide meaningful names for your custom objects. The plural label of
the custom object will also be used as the label of the custom tab based
on that object.

BEST PRACTICES
• While developing custom tabs, make sure that you keep the permissions
set so that other users can not see the new tab until it is ready for use.

page 2 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
USING STUDIO

What is salesforce.com Studio?

The Studio provides tools to help developers and technical administrators
add custom functionality to salesforce.com. Administrators and developers
can use the functionality in the Studio to meet custom requirements,
beyond simply renaming existing elements of the salesforce.com user
interface. The Studio has three sections:
• Customize - Modify the standard elements of your salesforce.com
organization (formerly known as Customize salesforce.com). For more
information, see the online help.
• Extend - Add customized functionality to your organization:
• Custom objects - Create custom data and custom related lists to
store and display information unique to your organization (see
Creating Custom Tabs on page 7).
• Custom tabs - Create tabs to display and edit the data in your
custom objects (see Creating Custom Tabs on page 7). By using
custom objects and custom tabs, you can extend salesforce.com
without programming.
• Sforce controls - Upload content such as Java applets or Active-X
controls for use in dynamic web integration links (see Defining sforce
Controls on page 8).
• Integrate - Make salesforce.com work with your application:
• Download the salesforce.com Web Services Description Language
(WSDL) file and import it into your development environment.
• If you are using the sforce API, you can use the API Audit tool in the
Integrate section to track API transactions. For more information,
see the online help.

What is a Custom Object?

Custom objects are custom salesforce.com tables that allow you to store
information unique to your organization. For example, your organization
may want to create a custom object called "Quotes" to store data for your
company’s sales quotes.
You can define up to 50 custom objects, create up to 250 custom fields for
each custom object, display data from custom objects in custom related
lists, build page layouts and custom tabs for custom objects, and delete
custom objects.
You must be an administrator, or have the "Customize salesforce.com"
permission, to create, edit, and delete custom objects.

Viewing the Custom Objects List

The Custom Objects list page displays a list of all custom objects defined for
your organization. From this page, you can view detailed information about
custom objects and create, edit, or delete custom objects.
• Click a custom object label to view the detail.
• Click Edit to modify the custom object. See Displaying and Editing
Custom Objects on page 4.
• Click New Custom Object to create a custom object. See Creating
Custom Tabs on page 7.
• Click Del to delete a custom object.

NOTE
All the data stored in the custom object will be deleted and cannot
be restored from the Recycle Bin.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 3
Creating Custom Objects
Tocreate a new custom object:
1. Click Setup | Extend | Custom Objects.
2. Click New Custom Object.
3. Fill in the information for the custom object.
• Label - a name that will be used to refer to the object in any user
interface pages. Specify singular and plural versions of the label.
• Gender - if it is appropriate for your organization’s default language,
you can specify the gender of the label word. The Gender field
appears if the organization-wide default language specified in
Administration Setup expects gender. Your personal language
preference setting does not affect whether the Gender field
appears. For example, if the organization’s default language is
English and your personal language is French, you are not prompted
for gender when creating a custom object label.
• Name - a unique name that will be used to refer to the object when
using the sforce API. It can contain only alphanumeric characters
and must begin with a letter.
• Description - an optional description of the object. A meaningful
description will help you remember the differences between your
custom objects when you are viewing them in a list.
• Enable Reports - check this if you want the data in the custom
object to be available for inclusion in reports.
4. Click Save.

Displaying and Editing Custom Objects

Displaying Custom Objects - Once you have located a custom object on
the Custom Objects home or list pages, click the object name to display
detailed information.
Editing Custom Objects - To update a custom object, click Edit, and then
change the object’s characteristics. You can work with custom fields,
relationships, and page layouts.
Deleting Custom Objects - To delete a custom object, click Del.

NOTE
All the data stored in the custom object will be deleted and cannot
be restored from the Recycle Bin.
Changing Custom Data Display - Click Edit List Layout and select the
fields you want to display in a lookup control and on the home page of a
custom object. Next, choose how you want them sorted. Finally, click Save.
Related Lists in the Custom Object List Page - The lower portion of the
display provides information about various characteristics of the custom
object: standard fields, custom fields, relationships, and page layouts. You
can click on individual items to display additional detail. Click more at the
bottom of the page or View More below a related list to display more
items. Click New to directly add new items.

page 4 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
Standard Fields in Custom Objects
Below is a list of the fields (in alphabetical order) that are automatically
provided when you create a custom object. Some of these fields may not be
visible or editable depending on your page layout and field-level security
settings. (Field-level security is available in Enterprise and Developer
Editions only.)

Field Description
Created By User who created the record.
Last Modified By User who most recently changed the record.
Name Unique identifier for records in the custom
object. By default, this field is added to the
custom object’s page layout as a required field.
Owner Assigned owner of the custom object.

Creating Custom Fields for Custom Objects

You can create up to 250 custom fields for each custom object you define.
To create a custom field for a custom object:
1. Click Setup | Extend | Custom Objects.
2. Select a custom object from the list.
3. Click New in the Custom Fields related list to create a custom field for
the custom object. Follow the procedure in the online help.
From the Custom Fields related list, you can also edit and delete existing
custom fields. See the online help for more information about creating,
editing, and deleting custom fields.

Defining Relationships for Custom Objects

If you want data from your custom object to appear in custom related lists,
or if you want to create lookup fields where the lookup values come from
another object, you must define relationships. You can create relationships
with accounts, campaigns, cases, contacts, contracts, leads, opportunities,
and users.
There are two types of relationships. Their differences include how they
handle data deletion, security, and required fields in page layouts:
• Master-detail - When a record in the master object is deleted, the related
records in the detail object are also deleted. The security settings for the
master record also control the detail record. The lookup field (which is
the field linking the two objects) must be present in the page layout of
the detail object.
When you define a master-detail relationship, the custom object on
which you are working is the "detail" side. Its data can appear as a
custom related list on page layouts for the other object.
You can not create a master-detail relationship to users or leads.
• Lookup - This type of relationship has no effect on deletion or security,
and the lookup field is not required in the page layout.
When you define a lookup relationship for a custom object, data from
the custom object can appear as a custom related list on page layouts
for the other object.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 5
 The following restrictions apply:
• Each custom object can have only one master-detail relationship, but
can have many lookup relationships, up to a total of five relationships.
• If a custom object is the "detail" side of a master-detail relationship, it
can not also be the "master" side of a different master-detail
relationship.
• After you have created a relationship, you cannot change which object
is related to your custom object. To achieve the same goal, delete the
relationship and create a new relationship to a different object.
• You can convert the type of the relationship from master-detail to
lookup. You can also convert a lookup relationship to a master-detail
relationship, but only if the lookup field in all records contains a valid
value -- that is, a value that matches a value in the key field of the object
on the other side of the relationship.
• You can not create a master-detail relationship if your custom object
already contains data. You can, however, create the relationship as a
lookup and then convert it to master-detail if it meets the criteria
described above.

To create a new relationship for a custom object

1. Click Setup | Extend | Custom Objects.
2. Select one of the custom objects in the list. This is the object that
will be on the "detail" or "from" side of the relationship, supplying
data for a custom related list on the other object’s page layout.
3. In the Relationships related list, click New.
4. Select the object with which you want to create a relationship, then
click Next.
5. Specify whether you want to create a master-detail relationship or
a lookup relationship, then click Next.
6. Enter a label and a name for the lookup field, then click Next.
7. For a lookup relationship, you can specify whether each profile can
view and edit the lookup field. Then click Next.
8. For a lookup relationship, you can specify whether the lookup field
appears on a page layout. Then click Next.
9. Specify to which page layouts you want to add a custom related
list.
10. If you want to add the new related list to those available for
customization, check Append related list to users’
existing personal customizations.
11. Click Save.
12. If desired, specify which fields from the custom object will appear in
the custom related list by clicking Related List in the
Relationships area. Select the fields you want, specify a sort order,
and click Save.

To modify an existing relationship on a custom object

1. Click Setup | Extend | Custom Objects.
2. Click the name of the object you want to modify.
3. In the Relationships related list, click one of the following:
• To change the type, label, or other attributes, click Edit next to the
name of a relationship.
• To select which of the custom object’s fields to display in related
lists, click Related List next to the name of a relationship.

page 6 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
Building Page Layouts for Custom Objects
You can use the default page layout that is created automatically when you
create a custom object. You can also build your own page layout with
related lists and web integration links for any custom object. If you do not
use any page layout with your custom object, you can still interact with it
by using the sforce API to manage custom data or build a custom user
interface.

To edit an existing page layout for a custom object

1. Click Setup | Extend | Custom Objects.
2. Select one of the custom objects in the list.
3. In the Page Layouts related list, click Edit next to one of the page
layouts.
4. Edit the page layout just as you would any other page layout. For
more information, see the online help.
5. When finished, click Save.

To create a new page layout for a custom object

1. Click Setup | Extend | Custom Objects.
2. Select one of the custom objects in the list.
3. In the Page Layouts related list, click New to create a new page
layout for the custom object.
4. If desired, select an existing page layout to clone.
5. Enter a name.
6. Click Save.
7. Click Edit and make any desired changes to the appearance and
contents of the page layout.
8. When finished, click Save.

Creating Custom Tabs

You can define a new tab that will display the data stored in your custom
object, using the custom page layout.
1. Click Setup | Extend | Custom Tabs.
2. Click New Custom Tab.
3. Select the custom object that will contain the data you want to display
in the new custom tab. If you did not already create the custom object,
click create a new custom object now and follow the instructions in
Creating Custom Tabs on page 7.
4. In Tab Style, select the color scheme for the appearance of the
custom tab.
5. Enter a description of the tab, if desired, and click Next.
6. Choose which profiles you want to permit to view your tab.
7. In Tab Visibility, choose Default On, Default Off, or Hidden to
determine whether the custom tab is visible. The administrator can
change this setting later.
8. Check Append tab to users' existing personal
customizations if you want to be able to show/hide the tab under
Personal Setup.
9. Click Save.
The label of the new tab is the same as the plural version of the label of the
custom object on which it is based. If you want to change the tab label, you
must change the custom object’s plural label, as described in Creating
Custom Tabs on page 7.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 7
Defining sforce Controls
The sforce control library is a place where you can store and upload content
for use in web integration links. Sforce controls provide a flexible, open
means of extending the salesforce.com user interface, including the ability
to create and display your own custom data forms within the application.
For example, you could define an sforce control containing a Java applet
that provides access to data unique to your users and business processes.
Sforce controls leverage browser-based technologies, like Java and ActiveX,
rather than server modifications, to provide this capability.
An sforce control can contain any type of content that you can display or
run in a browser, for example, a Java applet, an Active-X control, an Excel
file, or a custom HTML web form. In addition to any file you upload, an
sforce control contains HTML code that controls how the content is
displayed and referenced in a web integration link.
To define an sforce control:
1. Click Setup | Extend | sforce Controls.
2. Click New sforce Control, or click Edit to change an existing sforce
control.
3. If you want to reference salesforce.com data in the sforce control, use
Available Merge Fields to select the fields that contain the data.
4. Enter a Name and, if desired, a Description for the sforce control.
5. In the HTML Body, enter HTML code to control how the sforce control is
referenced and displayed to users in a web integration link. You can
enter up to 1 million characters in this field.
The HTML code defines exactly how your users should view the sforce
control web integration link.
6. Copy merge field values into the HTML Body if you want to reference
any salesforce.com data within the sforce control.
7. If you are uploading a file as part of the sforce control, insert the
{!Scontrol_URL} merge field to reference the file. For a Java Applet,
you can also use the {!Scontrol_JavaCodebase} merge field and the
{!Scontrol_JavaArchive} merge field.
8. In the Filename field, upload an object to display when you add this
sforce control to a web integration link.
The object can be a Java applet, Active-X control, file, or any other type
of content you want.
9. Click Save.
10. Create a web integration link to display the sforce control to your users.
See the online help.

Using WSDL to Integrate Applications

Administrators, and users with the "Modify All Data" permission, can
download the Web Services Description Language (WSDL) file to integrate
and extend salesforce.com using the sforce API.
You can use Web Services Description Language (WSDL) to easily integrate
salesforce.com with your applications or build new applications that work
with salesforce.com. To get started, download a WSDL file to a place
accessible to your development environment.
1. Click Setup | Integrate | WSDL Generator.
2. Click the appropriate link to download enterprise WSDL (if you are a
salesforce.com customer) or partner WSDL.
3. Import the WSDL into your development environment.

page 8 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
Ne w Produ ct s Tab
We have enhanced product and price book capabilities. Now you can
Available in: Professional, manage your products and price books using the new Products tab.
Enterprise, and Developer Salesforce.com’s new product and price book capabilities include:
Editions
• Custom fields to better describe and categorize products
• Keyword and filter-based search tools to easily browse and find product
and price information
• Enhanced price book management functionality such as:
• Cloning of price books
• Adding products to more than one price book at a time
• Maintaining multiple currencies per price book
The Opportunities tab has also been enhanced to make it easier for you to
find and add products to opportunities. For example, you can search for
products based on keywords or filter criteria. Then, select one or more
products to add to an opportunity and use or overwrite their associated list
prices.

Key Product Terms

Custom Price Book - Any price book you create for your
organization. A custom price book can contain products and their
list prices.

List Price - The price of a product in a custom price book.

Sales Price - The price of a product on an opportunity. This can be

different than the product’s standard or list price.

Standard Price - Price associated with a product that is included in

the Standard Price Book.

Standard Price Book - Salesforce.com generated price book

containing all your products and their standard prices.

Products and price books are included with Enterprise and Developer
Editions and available for an additional cost with Professional Edition.
See Also:
What are Products, Price Books, and Schedules? on page 10
Managing Price Books on page 11
Creating Price Books on page 11
Cloning Price Books on page 11
Creating Products on page 11
Setting Product Prices on page 12
Product Fields on page 13
Choosing a Price Book for an Opportunity on page 14
Adding Products to Opportunities on page 14
Selecting Price Books and Products on page 15
Searching for Price Books and Products on page 16

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 9
IMPLEMENTATION TIPS
• The new Products tab is automatically on for all users.
• Your existing price books are still available and still contain the same
product and price entries.
• If you created the same product in several different price books, you can
identify duplicates and deactivate them.
• The new standard price book is inactive initially. Administrators and
users with the "Manage Price Books" permission can activate it by
clicking Manage Price Books from the Products home page and editing
the properties of that price book.
• If you need to create new products, set up one standard price per
currency for each product.
• Two permissions have replaced the "Edit Price Books and Products"
permission. "Manage Price Books" and "Manage Products" are
automatically added to any user profile that had "Edit Price Books and
Products," including the Administrator.

BEST PRACTICES
• Activate your standard price book after you have resolved all duplicate
product entries in your price books.
• Hide the Products tab from your users until you have resolved duplicate
product entries in price books.
• Create a custom checkbox field that indicates a product is a duplicate.
Then create a custom view that does not include products with the
duplicate checkbox checked. Use this view to display a list of active
products.

USING PRODUCTS

What are Products, Price Books, and Schedules?

Products
Products are the individual items that you are selling in your opportunities.
The Products related list of an Opportunity detail page lists the products for
that opportunity. In the Products related list, you can associate a price book
with the opportunity, add or edit products, and establish or edit product
schedules.

Price Books
A price book contains products and their associated prices. You can use the
standard price book or create custom price books. The standard price book
is automatically generated to contain a master list of all products and
standard prices regardless of the custom price books that also contain
them.

Schedules
You can also establish schedules for products on opportunities. Your
administrator determines which types of schedules your organization can
use - quantity schedules, revenue schedules, or both. Your administrator
also specifies which types of schedules can be established for each separate
product.
• Quantity Schedule - Outlines the dates, number of units, and number
of installments for payments, shipping, or other use as determined by
your organization.
• Revenue Schedule - Outlines the dates, revenue amounts, and
number of installments for payments, recognizing revenue, or other use.

page 10 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
Managing Price Books
Administrators and users with the "Manage Price Books" permission can
edit and create new price books. Click Manage Price Books from the
Products home page to create new price books and activate or deactivate
existing ones.
• Click any price book name listed to view details, including a list of
products within that price book. From this page you can click Edit to
change the properties of the price book, Clone to create a new price
book with the same product entries, or change the product entries using
these product links:
• Add allows you to add a new product entry to the price book.
• Edit All allows you to make changes to all product entries in the
price book.
• Edit allows you to make changes to a single product entry.
• Click View to display a list of price book entries for the selected price
book.
• Click New to create a new custom price book. See Creating Price Books
on page 11.
• Click View More to view a longer list of price books.

Creating Price Books

Administrators and users with the "Manage Price Books" permission can
create price books. To create a custom price book for your organization:
1. Click Manage Price Books from the Products home page.
2. Click New.
3. Enter a name for your price book.
4. Optionally, enter a description.
5. Check Active to make the price book available from opportunities.
6. Optionally, select an existing price book to add its products and prices
to the new price book.
7. Click Save.

Cloning Price Books

Use the Clone button on a price book to quickly create a new price book
with the same information as the selected price book. Administrators and
users with the "Manage Price Books" permission can clone price books. To
clone a price book for your organization:
• Click Clone on an existing price book. Enter or change any information
for the new price book, and click Save.

Creating Products
Administrators and users with the "Manage Products" permission can create
products. To create a new product:
1. Click New Product from the task bar.
2. Enter a name for the product.
3. Enter any additional information for the product. See Product Fields on
page 13 for a description of each field.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 11
 4. Click Save when you are finished or click Save & New to save the
current product and create another.
• Optionally, click Add in the Standard Price related list to add an
associated price and currency to the new product.
• Optionally, click Add to Price Book from the Price Books related list to
include the new product in a price book. Products must have a standard
price before you can add them to a price book. See Setting Product
Prices on page 12.

Setting Product Prices

Your organization can customize salesforce.com to fit the way your
organization prices products. For example, you may have up to three
different types of prices for products:
• Standard Prices are the default list prices you associate with products
and are automatically included in your Standard Price Book.
• List Prices are the prices associated with products in your custom price
books.
• Sales Prices are the prices applied to products that you add to your
opportunities. Sale prices can be different than both list prices and
standard prices.

NOTE
You can expand the format of your price fields to up to 8 decimal
places to the right of the decimal point. Contact salesforce.com to
expand your decimal place settings.

Setting Standard Prices

Before you can add the new product to an opportunity or custom price
book, create a standard price for it.
Users with the "Manage Price Books" or "Manage Products" permission can
set standard prices. To create a standard price for a product:
1. Select the product.
2. From the product detail page, click Add from the Standard Price related
list. If you have already added a standard price, click Edit to change it
or Edit All to edit all standard prices in other currencies.
3. Enter the Standard Price.
4. Select the Active box to make this price available to products on
opportunities or other custom price books.
5. Click Save. The standard price is automatically associated with the
product in your standard price book.

Setting List Prices

If you have created custom price books, you can assign a list price for a
product. The list price is available to use when you add that product to an
opportunity from any customized price books your organization has
created.
Administrators and users with the "Manage Price Books" permission can set
list prices. Before you begin, the product must have a standard price. To
add a list price:
1. Select the product.
2. From the product detail page, click Edit from the Price Books related
list next to the custom price book that should contain the list price.
Click Add to Price Book from the Price Books related list if you have
not already added the product to a custom price book.
3. Enter the List Price. Alternatively, check Use Standard Price if
both prices are the same.

page 12 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 4. Select the Active box to make this price available to products on
opportunities.
5. Click Save.

Setting Sales Prices

Regardless of the price book used, you can specify a sale price to any
product that you add to an opportunity. Initially, the sale price for a product
added to an opportunity is the product’s list price from the price book. See
Adding Products to Opportunities on page 14 for instructions on associating
a sale price with a product.

Product Fields
Below is a description of the fields (in alphabetical order) that make up a
product. Some of these fields may not be visible or editable depending on
your page layout and field-level security settings. (Field-level security is
available in Enterprise and Developer Editions only.)

Product Fields

Field Description
Active Indicates whether the product is ready for use
in a price book or opportunity and whether you
can find the product in searches and see the
product in views.
Created By Name of the user who created the product.
Product Text to distinguish this product from other
Description products.
Last Modified By Name of the user who last saved the product
record.
Product Name Title for the product.
Product Code Internal code or product number used to
identify the product.
Product Family Category of the product.
Quantity Indicates whether the product can have a
Scheduling quantity schedule.
Enabled
Revenue Indicates whether the product can have a
Scheduling revenue schedule.
Enabled

Price Book Fields

Field Description
Active Indicates whether you can add the price book
to an opportunity.
Created By Name of the user who created the price book.
Description Text to distinguish this price book from others.
Modified By Date of the most recent save to the record.
Price Book Name Title for the price book.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 13
 Price Book Entry Fields

Field Description
Active Indicates whether the price book entry
(product and list price) is active and can be
added to an opportunity.
List Price Price of the product within the price book
including currency.
Product Name Title for the product.
Product Code Internal code or product number used to
identify the product.

Scheduling Fields

Field Description
Schedule Type Defines whether the product revenue or
quantity will be divided into multiple
installments or repeated for multiple
installments.
Installment Sets the interval for installments; for example,
Period Weekly, Monthly.
Number of Number of installments in the schedule.
Installments

Choosing a Price Book for an Opportunity

To include products on an opportunity, you must first choose a price book
that contains the products you want to add. You can add products only from
a single price book. Click Choose Price Book in the Products related list to
select a price book.

NOTE
If you change the price book for an opportunity, all existing products
are deleted from the opportunity.

Adding Products to Opportunities

To add products to an opportunity:
1. Select a price book; see Choosing a Price Book for an Opportunity on
page 14.
2. Click Add Product in the Products related list.
3. Select one or more products. See Selecting Price Books and Products
on page 15 for instructions on selecting products.
4. Enter the attributes for each product. Your administrator may have
customized this page to include fields specific to your business.
5. Enter the Sales Price for the product.
The Sales Price is automatically filled in with the List Price
specified in the price book. You can override this value.
6. Enter the number of products at this price in the Quantity field.
7. Click Save.

page 14 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 NOTE
If the product has default schedules, the schedules are automatically
created when you add the product to the opportunity.

NOTE
The opportunity Amount is the sum of the related products. You
cannot directly edit the Amount unless you first delete all of the
products from the opportunity.
For multi-currency organizations, the opportunity Currency is tied
to the currency of the associated price book entry. You cannot
directly edit the Currency unless you first delete all of the products
from the opportunity.

Editing Products on Opportunities

To edit the attributes of a product on an opportunity:
1. Click Edit next to the product name in the Products related list of an
opportunity, or click the Edit All button to edit all of the products at
once.
2. Enter the attributes for each product. Your administrator may have
customized this page to include fields specific to your business.
3. Enter the Sales Price for the product.
4. Enter the number of products at this price in the Quantity field.
5. Click Save.

Sorting Products on Opportunities

On the Products related list of an opportunity, the associated products
appear in alphabetical order, by default. However, you may wish to sort the
products so that related or "bundled" products display together.
To specify the order of products in the Products related list of an
opportunity:
1. Click Sort in the Products related list.
2. Select a product name, and use the arrows to sort the product.
3. Click Save to finish.

Selecting Price Books and Products

You can find and select products and price books to associate with each
other or opportunities. For example:
• On an opportunity detail page, click Add Product to select a product to
be listed on the opportunity.
• On a product detail page, click Add to Price Book to select a price book
to contain the product.
• On a price book detail page, click Add to select a product to be included
in that price book.
To find and select a price book or product:
1. Enter any number of keywords to find records that contain all your
keywords.
Keywords you enter return matches in the Product Name, Product
Description, or Product Code fields of any record. We recommend
using one or more filters instead of a keyword search for keywords that
return more than 2000 matches.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 15
 2. Select your filter criteria to refine your search further. Click More
filters to use additional conditions to refine your search.

TIP
Search by keyword or filter criteria either alone or together. When
used together, salesforce.com finds records that match both your
keyword and filter criteria.
3. Click Find.
4. Check the boxes next to the records you want to select. Optionally,
check the box in the column header to select all or none.
5. Click Select.

TIP
Try to keep search results as small as possible. If you click Next
Page, you will lose the records you selected with check marks. Use
at least two characters in keyword searches. If you search without
any keyword or filter criteria, the search results include all products
or price books.

Searching for Price Books and Products

You can find a specific product or price book from any of the search or
selection pages. Enter your product and price book search criteria in the
same format you would a sidebar search. See the online help for details on
how sidebar searches work.
• To find a product from the Products home page, enter your keywords in
the Find Products area and click Find. Select a record from the search
results to go directly to that record.

TIP
Use at least two characters in keyword searches. If you search
without any keyword, the search results include all products.
Keywords you enter return matches in the Product Name,
Product Description, or Product Code fields of any record.
We recommend using one or more filters instead of a keyword
search for keywords that return more than 2000 matches.
• To find a price book, select the price book from the drop down list
available in the Price Books area of the Products home page. Click Go!
to view details of the selected price book.
• Click Create New View in the Price Books area of the Products home
page to create a price book list view to display price book entries that
match specific criteria. You can choose to include all price books or select
a single price book to include.
• Click Create New View in the Product Views area of the Products home
page to create a product list view to display products that match specific
criteria.

NOTE
The sidebar search feature is not designed to find products or price
books. Instead, use the search and selection pages from the
Products tab.

page 16 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
Cont r a ct Management
The contract management system was designed to be flexible enough to
Available in: Professional, accommodate complex processes for managing contracts. You can start
Enterprise, and Developer using contracts by customizing salesforce.com to manage your agreements
Editions with your customers in a way that enhances your internal process.
Use contracts to manage your:
• Sales agreements
• Service and support contracts
• Legal agreements
See Also:
What is a Contract? on page 18
Displaying and Editing Contracts on page 18
Creating Contracts on page 19
Cloning Contracts on page 19
Contract Fields on page 19
Approving Contracts on page 20
Activating Contracts on page 21
Deleting Contracts on page 21
Searching for Contracts on page 22

IMPLEMENTATION TIPS
• The new Contracts tab is automatically enabled for all users of
Professional, Enterprise, and Developer editions.
• Give your users the appropriate permissions:
Edit Contracts Create, edit, and delete contracts that are not yet
activated
Approve Contracts Apply an approved status to a contract
Activate Contracts Activate contracts, create, edit, and delete
contracts
Delete Activated Contracts Delete contracts regardless of status,
activate, create, and edit contracts
• Customize your contracts page layouts to include the appropriate fields.
Enterprise Edition organizations can create many different contract page
layouts and assign different page layouts to different users based on
profile.
• Add the Contracts related list to your appropriate accounts page layouts
so that users can create contracts from the account detail page.
• See the Getting Started with Contracts tip sheet for instructions on
creating a link from the opportunities page layouts so that users can
create contracts from an opportunity.

BEST PRACTICES
• Customize the contract Status field to include the steps within your
contract business process.
• Create custom contract fields to store data specific to your contract
management process.
• Set up workflow rules that assign tasks or send email alerts when your
contracts meet certain conditions. For example, you may want to set up
a workflow rule that sends an email notification to your legal department
when a contract status reaches "ready for legal review" if that is a part
of your internal contract workflow. You may also want to create a
workflow rule to assign a task to your sales operations team when a
contract status reaches "ready for activation." These scenarios assume
you have customized the contract Status field.
• Enterprise Edition organizations can set up record types so different
contracts use different page layouts.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 17
USING CONTRACTS

What is a Contract?
A contract is a written agreement between two or more parties. Many
companies use contracts to define the terms for doing business with other
companies.
Use salesforce.com to establish and document the contracts you have with
your accounts. Then, track the contract through your organization’s
approval process and use workflow alerts to notify yourself when to initiate
contract renewals.

Displaying and Editing Contracts

Displaying Contracts - Once you have located a contract on the Contracts
home or list pages, click the contract number to display detailed
information. From an account, click the contract number in the Contracts
related list to display the contract. All contracts associated with the account
are listed in the Contracts related list.
Editing Contracts - To update a contract, click Edit, and then change the
fields that you want to update. When you have finished, click Save. You can
also select Save & New to save the current contract and create another.
Users with the "Edit Contracts" permission can edit contracts until they are
activated.
Contract Related Lists - The lower portion of the display provides a
snapshot of key information relating to the contract. The related lists you
see are determined by your personal customization and by any
customization your administrator has made to page layouts. You can click
on individual items to display additional detail. Click more at the bottom of
the page or View More below a related list to display more items. Click
New to directly add new items.
Printing Contracts - To view a printable display of all information for the
contract, click Printable View from the Contracts detail page. Use your
browser’s Print function to print the display.
To return to the last list page you viewed, click Back to list at the top of
the Contracts detail page.

Approval Requests
The Approval Requests related list on a contract detail page tracks the
status of each approval request. This list displays information about each
approval request and includes the status and any approve or reject
comments. When the status is "Pending," no comment is included.

Contract History
The Contract History related list of a contract tracks changes to a contract’s
custom fields. Salesforce.com creates a new entry in this related list
whenever a change is made to the custom fields on a contract. Each entry
includes the name of the person making the change and a date stamp.

page 18 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
Creating Contracts
Administrators and users with the "Edit Contracts" permission can create
contracts. You must have at least read access to an account in order to
associate a contract with it.
To create a new contract:
1. Click New Contract from the task bar.
2. Select an Account Name to associate the new contract with that
account.
3. Choose a contract status.
4. Enter the start date of the contract.
5. Enter the number of months that the new contract will be in effect.
6. Enter the rest of the information for the new contract.
7. Click Save.
The contract is listed under the Contracts related list of the account.
Enterprise and Developer Edition organizations can activate record types
that prompt you to choose a Record Type when creating a record. This
determines the picklist values and status values available when creating
and editing a record.

Cloning Contracts
The Clone button on a contract quickly creates a new contract with the
same information as the existing contract. For example, you can add
multiple contracts for the same account.
• Click Clone on an existing contract. Enter or change any information for
the new contract and click Save.

Contract Fields
Below is a list of the fields (in alphabetical order) that make up a contract.
Available in: Professional, Some of these fields may not be visible or editable depending on your page
Enterprise, and Developer layout and field-level security settings. (Field-level security is available in
Editions Enterprise and Developer Editions only.)

Field Description
Account Name Name of account associated with the contract.
Activated By The name of the person that activated the
contract.
Activated Date The activation date of the contract.
Billing Address The mailing address used for billing the
account on the contract.
Company Signed By The contact at the account who authorized the
contract.
Company Signed The date that the contract was authorized.
Date
Contract End Date The last day the contract is in effect.
Contract Number A unique number automatically assigned to the
contract.
Contract Owner The user that owns the contract record.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 19
 Field Description
Contract Start The first day that the contract is in effect.
Date
Contract Term The number of months that the contract is in
(months) effect.
Created By User who created the contract record.
Customer Signed The contact on the account that authorized the
By contract.
Customer Signed The date the contact signed the contract.
Date
Customer Signed The title of the contact who signed the
Title contract.
Description A label or statement describing the contract.
Last Modified By The user who most recently changed the
contract record.
Owner Expiration If the contract owner and account owner would
Notice like to be notified of an upcoming contract
expiration, select how many days before the
contract end date you want to send the
notification.
Special Terms Any terms that you have specifically agreed to
and want to track in the contract.
Status Indicates what stage the contract has reached
in the contract business process. This is a
unique picklist in that your organization can
add values to it within three system- defined
contract status categories: "Draft," "In
Approval Process," and "Activated." Then, use
these status categories to track contracts
within your business process using reports and
views.

Approving Contracts
Your organization may already have a process for approving contracts. For
Available in: Professional, example, you may have one person designated for each team to approve
Enterprise, and Developer contracts. You may also have one administrator designated to activate
Editions contracts. If so, your salesforce.com administrator can customize
salesforce.com to give the appropriate people the permissions they need to
perform their part of the contract life-cycle.
Before you begin customizing salesforce.com, define the life-cycle of a
contract in your organization. Use the following basic contract approval
process to get started:
1. A user creates a contract. This user needs to have the "Edit Contracts"
permission. All newly created contracts have a Draft status.
2. The contract owner sends an approval request to have the contract
approved by a team lead. The first approval request on a contract
changes its status to In Approval Process.
3. The team lead accepts or rejects the contract approval request. If
rejected, the contract owner can make changes to the contract and
submit another approval request. The status remains In Approval
Process whether the approval request was accepted or rejected.

page 20 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 4. If accepted, a contract administrator activates the contract. Users with
the "Activate Contracts" permission can activate a contract. Activating a
contract changes the contract status to Activated and makes the
contract read only. Activated contracts cannot be changed and only
users with the "Delete Activated Contracts" permission can delete a
contract with Activated status.

Sending Approval Requests

To send an approval request for a contract:
1. Select the contract.
2. Click New in the Approval Requests related list.
3. Select the person you want to receive the approval request.
4. Enter any request comments.
5. Click Save. Salesforce.com sends an email approval request to the
recipient you selected. The recipient can click a link in the email to view
the contract and click Approve to accept the contract or Reject to
return the approval request. All approval requests are tracked in the
Approval Request related list.

Receiving Approval Requests

Use the Approval Pending list on the Contracts home page to view all the
contracts that require your approval. When you receive an email approval
request, click the included link to view the contract.
• Click Approve to accept the contract as is and notify the contract owner
that the request is approved. You will be prompted to select an approval
request status and enter any approval request comments. Click Save to
send and save the approval request.
• Click Reject to return the approval request. Select an approval request
status and enter any comments you want attached to the approval
request. Click Save to send your response and save the approval
request.

Activating Contracts
Administrators and users with the "Activate Contracts" permission can
Available in: Professional, activate contracts. To edit an activated contract, a user must have the
Enterprise, and Developer "Activate Contracts" permission.
Editions
To activate a contract:
1. Select the contract you want to activate.
2. Click Activate. The status of an activated contract is "Activated."

Deleting Contracts
To delete a contract, click Del next to the contract on the Contracts list
page. You can also delete a contract by clicking Delete on the Contract
detail page.
When you delete a contract, all related notes, attachments, events and
tasks, history, and approval requests are deleted. Associated accounts are
not deleted with the contract. The deleted contract is moved to the Recycle
Bin. If you undelete the contract, any related items are also restored.

NOTE
Administrators and users with the "Edit Contracts" permission can
delete contracts that are not activated. But only users with the
"Delete Activated Contracts" permission can delete contacts after
they have been activated.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 21
Searching for Contracts
To locate a specific contract, use the sidebar Search or the Advanced
Search, accessed by clicking Advanced Search in the sidebar. Enter your
search terms, and click Search. The search returns a list of items that
match your search terms. From the list, select an entry to jump directly to
that item.
You can also create a contract list view to locate contracts that match
specific criteria.

page 22 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
P ublic Knowledge Base
To allow your users to easily search online for solutions, you can now set up
Available in: Professional, a public knowledge base by simply adding a button to your own website.
Enterprise, and Developer
Editions See Also:
Enabling the Public Knowledge Base on page 23

IMPLEMENTATION TIPS
• Make sure that any solutions you want to appear in the public knowledge
base have the Published field checked.
• Specify who can modify the public knowledge base by setting the
following permissions in user profiles:
• "Edit Un-Published Solutions" -- users whose profiles include this
permission can create, edit, and delete only solutions that have not
been made accessible in your public knowledge base.
• "Edit Published Solutions" -- users whose profiles include this
permission can create, edit, and delete solutions that are accessible
in your public knowledge base.
• "Create Solutions" -- users whose profiles include this permission
can create solutions. As part of the creation process, these users can
mark solutions as published to make them available in the public
knowledge base.

BEST PRACTICES
• Since any solution that has the Published field checked will be visible
through the public knowledge base, make sure that sensitive
information is not made available in a published solution.

USING THE PUBLIC KNOWLEDGE BASE

Enabling the Public Knowledge Base

Using the Cases and Solutions tabs, your customer support representatives
might create many solutions that would be of interest outside your
organization. Using HTML code supplied by salesforce.com, in cooperation
with your website administrator, you can add a special search box and
button to your website to allow your customers to search for solutions. In
salesforce.com, this is referred to as creating a public knowledge base.
Using this public knowledge base, your customers can find answers to
frequently asked questions on their own without having to call your
customer support center. Any solutions that have been marked "Published"
will be available in the public knowledge base.
A public knowledge base is different from a Self-Service portal because
users are not required to log in, and they can only search for solutions, not
submit cases. For more information about Self-Service portals, see the
online help.

NOTE
The search box and button are displayed in a frame; your website
must support frames in order for the solution search feature to work.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 23
 Toenable web access to solutions:
1. Click Setup | Customize | Solutions | Public Knowledge Base.
2. Click Edit.
3. Check Public Knowledge Base Enabled.
4. If desired, you can change the appearance of the frame on your site by
specifying the Maximum Page Width and Minimum Page Height.
5. Provide the URL of your CSS page in Style Sheet URL. The CSS file
does not have to exist yet; you can download a sample file as a starting
point later, or use your own file.
6. You can change the word or phrase that is used to describe solutions in
the frame in Alternative Term. Provide singular and plural versions
of the term.
7. Click Save.
8. If desired, click Download Sample CSS File to get the salesforce.com
style sheet.
9. Click Generate HTML.
10. Copy the resulting HTML code and click Finished.
11. Send the HTML (and the CSS file, if you downloaded it) to your website
administrator to be added to your site as follows:
• Add the HTML to your web page.
• Customize the downloaded style sheet.
• Host the style sheet in a publicly accessible location on your web
server.

page 24 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
Advanced S olut i on Management
The Solutions tab is now displayed by default in Professional and Enterprise
Page layouts, WILs, printable view, Editions, and the functionality of solutions has been upgraded so that you
and custom fields are available in can now:
All Editions. Business processes
and record types are available in • Customize the page layouts for solution record detail and edit pages.
Enterprise and Developer • Add web integration links (WILs) to solutions to integrate solution data
Editions. with external URLs, your company’s intranet, or other back-end office
systems.
• Use the new printer-friendly page to more easily print solutions.
• Add custom fields to solutions. The maximum number of custom fields
you can add depends on your salesforce.com edition.
• Enterprise and Developer Edition organizations can create different
business processes for solutions that include some or all of the picklist
values available for the Status field.
• Enterprise and Developer Edition organizations can use record types
with solutions to offer different business processes and subsets of
picklist values to different users based on their profiles.
See Also:
Customizing Solutions on page 26

IMPLEMENTATION TIPS
• Before setting page layouts and field-level security for solutions, plan
which fields you want users to be able to view or edit, which fields you
want to be required for each profile, and how you want the pages to be
displayed for users.
• Set field-level security to restrict users' access to solution fields. Use
page layouts primarily to organize detail and edit pages. This helps
reduce the number of page layouts for you to maintain.
• Create different page layouts for different solution record types. Each
record type can have a different set of displayed fields, different fields
identified as required or read only, different arrangements of fields, or
different related lists and Web integration links.
• Use the same page layout for all profiles for a specific record type.
• Customize different solution review processes for different solution
record types. Each solution record type can have different review stages
and milestones.

BEST PRACTICES
• Set up business processes to review the different types of solutions
submitted by your users. Ensure that every solution goes through the
review process before it is published.
• Allow as many users as possible within your company to create
solutions. This will require some additional solution management for the
administrator, but will also ensure that the breadth of knowledge
available in your company becomes available to everyone else.
• Assign one or more solution reviewers for each department. Use the
solutions permissions to distinguish between users who can submit
solutions and those who can review them. For example, you can allow
service representatives to edit solutions until they are published, then
restrict access to solution managers only.
• Consider creating custom fields such as Intended Audience to enable
your users to look for the most relevant solutions for their task.
• Create an Expiration Date custom field and use it to keep track of older
solutions, revising them as your business requirements change.
• Create custom workflow rules to automatically assign tasks or send
alerts when a solution is updated or expires.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 25
USING SOLUTION MANAGEMENT

Customizing Solutions
To tailor salesforce.com for your organization, you can customize the
display of the Solutions tab.
1. Click Setup | Customize | Solutions.
2. Select the link for the customization option you want. You can
customize the standard solution picklists, create custom fields and web
integration links, control the layout of fields, related lists, and
integration links, and create record types for Enterprise and Developer
Edition organizations.

page 26 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
Group Calendar ing
To enable your users to more easily coordinate their activities, you can now
Viewing other users’ calendars and use the following group calendaring features:
multi-user view are available in • View other users’ calendars; allow other users to view your calendar.
Team, Professional, Enterprise,
and Developer Editions. Personal • Use multi-user view to see several calendars at the same time.
calendar sharing, public calendars, • Specify who is allowed to view or edit your calendar by setting up
and resource calendars are
available in Professional, personal calendar sharing permissions.
Enterprise, and Developer • Create public calendars so that a group of people can track events of
Editions. interest to all of them. For example, create a marketing department
calendar to show upcoming marketing events.
• Schedule resources, such as conference rooms and projectors.
See Also:
Personal Calendar Sharing Model on page 27
Viewing and Editing Activities on page 28
Creating Activities on page 29
Sharing Your Calendar on page 29
Managing Public and Resource Calendars on page 30

IMPLEMENTATION TIPS
• Set the organization-wide default calendar access level. This setting
determines the minimum level of sharing for personal user calendars.
Users can modify their calendar sharing to make their calendars more
accessible to other users, if desired.
• When you create a public calendar or resource, it is available to other
users only after you share it with specific users, groups, roles, and roles
and subordinates.
• To allow all users to access a public calendar or resource, share the
public calendar or resource with the public group: Entire Organization.

BEST PRACTICES
• Use resources to manage the scheduling of conference rooms, overhead
projectors, and other company resources.
• Use public calendars for maintaining important shared calendars such as
a marketing events calendar, project calendars, and production
schedules.
• To make access to a public calendar easier, create a bookmark to the
public calendar in your browser, add a web integration link to the Home
tab, or add a hyperlink on your company’s intranet.

USING GROUP CALENDARING

Personal Calendar Sharing Model

1. To set the sharing model for users’ personal calendars, select Setup |
Security Controls | Sharing Rules.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 27
 2. Click Edit in the Organization Wide Defaults related list of the Sharing
Rules page to set the default sharing access for calendars to one of the
following:

Field Description
Hide Others can see whether the user is available at given
Details times, but can not see any other information about the
nature of events in the user’s calendar.
Hide In addition to the sharing levels set by Hide Details,
Details and users can insert events in other users’ calendars.
Add Events
Show Users can see detailed information about events in
Details other users’ calendars.
Show In addition to the sharing levels set by Show Details,
Details and users can insert events in other users’ calendars.
Add Events
Full Access Users can see detailed information about events in
other users’ calendars, insert events in other users’
calendars, and edit existing events in other users’
calendars.

Viewing and Editing Activities

To view a calendar other than your own (not available in Personal Edition):
1. In day, week, or month view, click Change next to the name at the top
of the calendar, then select the type (User Calendars or Public
Calendars & Resources) and name of the calendar you would like to
see.

NOTE
When viewing a resource calendar, you can not add a new event as
you can when viewing a personal or group calendar. You can add
events to resource calendars only by inviting the resource to an
event.
The Tasks portion of the window continues to display your tasks even if
you change to view a different calendar.
2. To view your own calendar again, click Back to My Calendar.

Viewing Multiple Calendars Simultaneously

Users of Team, Professional, Enterprise, and Developer Editions can view
more than one calendar at a time.
1. From the home page or one of the calendar views, click the Multi-User
View icon.
2. In View, choose the name of a set of users whose calendars you would
like to view.
The availability of each user is indicated in color: free time is grey, busy
time is blue, and out-of-office time is purple. If your organization-wide
calendar sharing rules and the user’s personal calendar sharing levels
permit it, you can click the colored area to see more details about any
scheduled event. If the organization-wide calendar sharing includes
Show Details, popup text appears when you move the mouse over an
event.
You can also create an event from the multi-user calendar view: check the
boxes next to those you want to invite, then click New Event.

page 28 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
Creating Activities
• To create a group event:
1. If you are not in the multi-user calendar view, begin creating an
event as usual. (If you are in the multi-user view, use the technique
described in Viewing Multiple Calendars Simultaneously on
page 28.)
2. Click Add Invitees in the Invite Others section, and search for
users or contacts. Users in Professional, Enterprise, or Developer
Edition organizations can also invite leads or resources (such as a
conference room) to group events.
The availability of invitees is indicated in color on their calendars:
free time is grey, busy time is blue, and out-of-office time is purple.
3. Check the boxes next to one or more of the invitees in the search
result list, then click Insert Selected to add them to the Selected
List.
4. To add more invitees, specify a new search and then repeat step 3.
Continue until the Selected List is complete.
5. Click Done.
6. Adjust the date and time of the event, if necessary.
7. Click Send Invitation.
The system sends email to the invitees. If an invited resource is
available at the given time, it will automatically accept the
invitation. You can not double-book resources. Invited leads and
contacts receive email containing a link to a web page where they
can accept or decline the invitation.

Sharing Your Calendar

You can grant access to other users, personal and public groups, roles, or
roles and subordinates to view your calendar.
1. Click Setup | My Personal Information | Calendar Sharing.
2. Click Add to share your calendar with others.
3. Select items from the left and click Add to add them to the New
Sharing list.
4. In Calendar Access, select what you want to allow people viewing
your calendar to do. The available options vary depending on the
organization-wide calendar sharing level set by your administrator. Only
choices that make your calendar access less restrictive are displayed in
the Calendar Access picklist. You can not make your calendar
sharing more restrictive than the organization-wide default.
• Hide Details and Add Events - Others can see whether you are
available at given times, but can not see details of events in your
calendar. Other users can insert events in your calendar.
• Show Details - Others can see detailed information about events in
your calendar.
• Show Details and Add Events - Others can see detailed information
about events in your calendar and can insert events in your calendar.
• Full Access - Others can see detailed information about events in
your calendar, insert events in your calendar, and edit existing
events in your calendar.
5. Click Save.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 29
Managing Public and Resource Calendars
In contrast to users’ individual calendars, public and resource calendars are
for managing group activities or shared resources.
Using public calendars, a group of people can track events of interest to all
of them (such as marketing events, product releases, or training classes) or
schedule a common activity (such as a team vacation calendar). For
example, your marketing team can set up an events calendar to show
upcoming marketing events to the entire sales and marketing organization.
With resource calendars, multiple people can coordinate their usage of a
shared resource such as a conference room or overhead projector.
Administrators and users who have the Customize salesforce.com
permission can create, edit, and delete public calendars and resources.
• To display a list of the currently-defined public and resource calendars,
click Setup | Customize | Activities | Public Calendars &
Resources.
From the list page, you can perform the following tasks:
• To view the properties of a calendar, click its name in the list.
• To edit calendar properties, click Edit.
• To create a new public calendar or resource:
1. Click New.
2. Give the calendar or resource a name, and check Active.
3. Then click Save.
4. To make the new calendar or resource available to others, click
Sharing. Select which public groups, roles, or users you want to
share the calendar with, and add them to New Sharing.
5. In Calendar Access, specify how to share the calendar by selecting
one of the following:
• Hide Details - Others can see whether given times are available, but
can not see any other information about the nature of events in the
calendar.
• Hide Details and Add Events - Others can see whether given times
are available, but can not see details of events. Other users can
insert events in the calendar.
• Show Details - Others can see detailed information about events in
the calendar.
• Show Details and Add Events - Others can see detailed information
about events in the calendar and can insert events in the calendar.
• Full Access - Others can see detailed information about events in the
calendar, insert events in the calendar, and edit existing events in
the calendar.

Deleting a Public Calendar

1. Click Setup | Customize | Activities | Public Calendars &
Resources.
2. Click Del next to the name of the calendar you want to delete.

page 30 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
L ead S earch and Merge Utilit y
Duplicate leads can be a frustrating and time-consuming challenge. If more
Available in: Professional, than one person on your sales force is pursuing the same lead, it not only is
Enterprise, and Developer a waste of resources but could also mean a negative experience for your
Editions prospects. Before calling and targeting a lead, your reps need to have
advance knowledge of all previous communications, whether it is an
interaction from the past or a currently active deal.
The new lead search and merge utility helps you quickly locate and join
your duplicate lead records. It is also allows you to choose which fields to
include in the merged lead record.
See Also:
Merging Duplicate Leads on page 31

IMPLEMENTATION TIPS
• The Search link next to the Company field on the lead detail page has
been replaced with the new Find Duplicates button.
• Establish a process for your telesales or telemarketing representatives
to follow the practices below.

BEST PRACTICES
• Check for duplicate leads before calling a prospect for the first time. This
quickly highlights whether your organization has had any previous
communication with the specific individual or anyone else at the
company.
• Once you get the results, expand your search by adding email domain,
last name, or both to the search criteria. This enables you to cast a wider
net to find matching records.
• If you find a matching account, in addition to matching leads, convert
the lead into the existing account.

USING THE LEAD SEARCH AND MERGE UTILITY

Merging Duplicate Leads

Tomerge duplicate leads:
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.
Optionally, enter a new lead name or company and click Search to find
another lead to merge. Salesforce.com performs a phrase search for
matches in the Name and Company fields. It also considers an implied
wildcard after any entry. Search results include matches for any fields
you enter, so if you enter Bob Jones who works at Acme, search results
include anyone named Bob Jones at any company and any lead with
Acme as a company.
4. Click Merge Leads.

TIP
Click Convert Lead to quickly convert the selected lead into an
existing account, opportunity, and contact. See the online help for
information on converting leads.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 31
 5. Select one lead as the "Master Record." Any data in hidden or read-only
fields will be taken from the Master Record. However, administrators,
and users with the "Edit Read Only Fields" permission, can manually
select which read-only fields to retain. Note that hidden fields are not
displayed during the merge.
6. Select the fields that you want to retain from each record.
When there is conflicting data, the fields in the left column are
preselected and the row is marked.
7. Click the Merge button to complete the merge.
8. Click OK to confirm.
• Any related items from the duplicate leads, such as campaign or activity
information, will be associated with the newly merged lead.
• In Professional, Enterprise, and Developer Edition organizations, any
sharing rules are applied to the newly merged lead.
• All discarded duplicate records are moved to the Recycle Bin.
• The newly merged lead displays the Created By date from the oldest
lead you are merging, and shows the merge date as the Modified By
date.

NOTE
To merge leads, you must have access to delete the leads you want
to merge.

page 32 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
Oppor t unit y Update Reminder
Updated and accurate opportunities drive precise forecasts. Ensure that
Available in: Professional, your opportunities are up to date by enabling managers to schedule
Enterprise, and Developer opportunity update reminders: automated opportunity reports that
Editions managers can customize for their teams. For example, a manager can
schedule a weekly report of all the opportunities for the current fiscal
quarter owned by anyone on the team and have the report distributed to
everyone on the team.
See Also:
Enabling Opportunity Update Reminders on page 33
Scheduling Opportunity Update Reminders on page 34

IMPLEMENTATION TIPS
• With this release, salesforce.com automatically enables opportunity
update reminders for every user that has direct reports if those direct
reports own opportunities with a close date within the current fiscal year.
• Once a day, salesforce.com checks for new users added to your
organization and automatically enables their opportunity update
reminders if they have direct reports that own opportunities with close
dates within the current fiscal year.

BEST PRACTICES
• Your first opportunity update reminders run on 4/25/04. If you wish to
disable them before that time, see Enabling Opportunity Update
Reminders on page 33.
• Schedule reminders to be sent a few days ahead of your regular forecast
reviews for maximum effectiveness.
• Include any other custom information, such as links, in the custom
message body.

USING OPPORTUNITY UPDATE REMINDERS

Enabling Opportunity Update Reminders

To enable opportunity update reminders for your organization:
1. Click Setup | Customize | Opportunities | Update Reminders.
2. Click Edit.
3. Select Enable Update Reminders for My Organization.
Remove the check to disable this feature.
4. Optionally, select Automatically Activate Reminders for
Users with Direct Reports if you want to schedule opportunity
update reminders for all your current users and users you add in the
future that have direct reports.
5. Click Save.
6. Select all the users that you want to activate. Activated users can
schedule an opportunity update reminder. See Scheduling Opportunity
Update Reminders on page 34.
7. Click Activate. Click Deactivate to prevent the selected users from
creating an opportunity update reminder.
This enables each user selected to schedule opportunity update reminders
for his or her team. You can activate any user that has direct reports.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 33
Scheduling Opportunity Update Reminders
Once opportunity update reminders are enabled for your organization, any
user who has direct reports can schedule them.
To schedule an opportunity update reminder:
1. Click Setup | Email | My Update Reminder.
2. Check Active if you want reminders to start after you save the
settings.
3. Enter a name and address for the sender of the reminders.
4. Choose a recipients option.
5. Enter any other recipients in the CC field.
6. Enter a subject and message to be included in the email reminders.
7. Select a schedule frequency.
8. Select Include Stale Opportunities if you want to include all
opportunities that are open but have a close date within the previous
90 days.
9. Choose a Close Date to include opportunities with dates within that
range.
10. Select the fields to include in the email reminders. Use the following
field descriptions:

Field Description
Last Login Date Most recent login date of the opportunity owner
# of Open Total number of opportunities in the report
Opportunities
# Not Updated in Total number of opportunities that have not been
Last 30 Days updated in 30 days
Open Opportunity Total of all opportunity amounts in report
Amount
Total Closed Total closed amount for all opportunities in report
Amount
Last Update Date Most recent date the opportunity owner submitted
a forecast
Forecast Amount See forecast fields from the online help.
Best Case Amount See forecast fields from the online help.

11. Click Save.

When there are no records in an opportunity update reminder,
salesforce.com does not send an email. If no email is sent for three
consecutive opportunity update reminders, the scheduled reminder is
deactivated.

page 34 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
Multi-T i er Case Esc alations
When creating a case escalation rule, you can now specify up to five
Available in: Professional, escalation actions to escalate the case repeatedly over time. You can also
Enterprise, and Developer select a checkbox to notify the case owner of each escalation.
Editions
See Also:
Setting Escalation Rules on page 35

IMPLEMENTATION TIPS
• Document your organization's escalation policies in detail before you
begin to customize your escalation rule settings.

BEST PRACTICES
• To make sure action is taken in response to repeated escalations, be sure
to notify a different user or queue in at least one escalation action.
• Each escalation action should result in notification to a user with a
progressively higher level of responsibility within the company to ensure
that the appropriate action is taken.
• Create a special queue containing your best support representatives and
have the last escalation action notify this special queue to ensure that
your best representatives are working on your most critical cases.

USING MULTI-TIER CASE ESCALATIONS

Setting Escalation Rules

Administrators, and users with the "Customize salesforce.com" permission,
can create case escalation rules to escalate cases automatically if they are
not resolved within a certain period of time. Escalation rules run only during
your specified business hours.
Typically, your organization will have one escalation rule that consists of
multiple rule entries which specify exactly how the cases are escalated. For
example, your standard case escalation rule may have two entries: cases
with "Type equals Gold" are escalated within two hours, and cases with
"Type equals Silver" are escalated within eight hours.

Creating Escalation Rules

To create an escalation rule:
1. Choose Setup | Customize | Cases | Escalation Rules.
2. Choose New, and give the rule a name. Specify whether you want this
to be the active escalation rule. Click Save.
3. To create the rule entries, click New. Each rule can have up to 500
entries. Each entry defines a condition that determines how cases are
processed. For each entry, you can specify the following:

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 35
 Field Description
Order Sets the order in which the entry will be processed in the
rule, for example, ’1,’ ’2.’
Salesforce.com evaluates each entry in order and tries to
match the criteria of the entry. As soon as a match is
found, salesforce.com processes the item and stops
evaluating the rule entries for that item. If no match is
found, the case is simply not escalated.
Criteria Specifies conditions that the case must match for it to be
escalated. See Entering Filter Criteria on page 353 for
more information on search criteria.
Note that if your condition uses a custom field, the rule
entry will automatically be deleted if the custom field is
deleted.
Ignore Indicates that the rule entry is in effect at all times.
Business
Hours

4. After creating the entry, click Save, or Save & New to save the entry
and create more entries.
5. After you create the last entry, click Save. The escalation rule and a list
of one or more rule entries are displayed.

NOTE
To create an error-proof rule, always create the last rule entry with
no criteria. This rule entry will catch any cases that the previous rule
entries did not assign.
6. Specify what action you want to be taken when one of the escalation
rule entries is true. Click Edit next to the name of one of the rule
entries.
7. Click New to add an escalation action. You can specify up to five
actions for each rule entry, to escalate the case over increasing periods
of time. For each escalation action, you can specify the following:

Field Description
Age Over Specifies the number of hours after which a case should
be escalated if it has not been closed. The time is
calculated from case creation to the present using your
support hours. No two escalation actions can have the
same number in this field.
Ignore Indicates that the rule entry is in effect at all times.
Business
Hours
Assign To Specifies the user or queue to which the case will be
assigned if it matches the condition. Users specified here
cannot be marked "inactive." Re-assigning an escalated
case is optional.
Notification Specifies the template to use for the email that is
Template automatically sent to the new owner specified in the
Assign To field. If no template is specified, no email will
be sent.
Notify Specifies the user to notify when the case is escalated.
Notifying another user is optional.

page 36 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 Field Description
Notify Case Indicates that the owner of the case is notified when the
Owner case is escalated.
Notification Specifies the template to use for the notification email
Template that is automatically sent to the Notify user(s). If you
choose a user in the Notify field, you must select a
template.
Additional Specifies additional individuals that you want to notify
Emails upon escalation.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 37
C hec kbox Cu stom F iel ds
You have probably already made use of salesforce.com’s custom fields. You
Available in: All Editions can create custom fields to contain many different types of values such as
dates, percentages, and URLs. Now, a new custom field type allows you to
assign a true or false attribute to any record.
See Also:
Creating Custom Fields on page 38

IMPLEMENTATION TIPS
• Create checkbox custom fields just like any other custom field. Click
Setup | Customize salesforce.com and select the appropriate tab or
link.
• Convert your existing custom picklists to custom checkboxes by clicking
on the Change Type of this Field button from the custom field edit
page. When you select Checkbox as the new data type, salesforce.com
prompts you to select which picklist values to map to checked boxes and
unchecked boxes.

BEST PRACTICES
• Convert your picklists into checkboxes if they only contain two values.
• Use your custom checkbox fields when running reports.

USING CUSTOM CHECKBOXES

Creating Custom Fields

To tailor salesforce.com for your organization, you can add custom fields for
Available in: All Editions each of the tabs that your organization uses.

salesforce.com Edition Maximum custom fields

Personal 5 per tab, plus 5 for users
Team 5 per tab, plus 5 for users
Professional 100 per tab, plus 10 for activities and
users
Enterprise 250 per tab, plus 10 for activities and
users
Developer 250 per tab, plus 10 for activities and
users

Click Setup | Customize, select the appropriate activity, tab, or users link,
and then click the Fields link.
Adding Fields - To add a custom field:
1. Click New in the Custom Fields section of the page.
2. Choose the type of field to create, and click Next.

page 38 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 3. Enter a field label, name, any other attributes, and click Next.
• For checkboxes, choose Checked or Unchecked in Default
Value to indicate the default when creating new records.
• Use the field name for merge fields in web integration links and
sforce controls, and when referencing the field from the API.
The field name can only contain characters, letters, and the
underscore (_) character, must start with a letter, and cannot end
with an underscore or contain two consecutive underscore
characters.
• For custom picklists, select the appropriate checkbox to alphabetize
the picklist entries. You can also set the first value as the default
selection. If you mark both boxes, salesforce.com first alphabetizes
the entries and then sets the first alphabetized value as the default.
4. In Enterprise and Developer Editions, set the field-level security to
determine whether the field should be visible or read-only for specific
profiles.
5. Choose the page layouts that should display the field as an editable
field. The field is added to the first two-column section on the page
layout. For user custom fields, the field is automatically added to the
bottom of the User detail page.
6. Click Save to finish or Save & New to create more custom fields.
Changing Page Layouts - To change the location of a new custom field,
edit the page layout for the appropriate tab.
Editing Fields - To edit a custom field, click Edit next to the field’s name.
You can modify the field attributes, change the field’s data type, and in
Enterprise and Developer Editions, set the field-level security for the field.
Viewing Fields - In Enterprise and Developer Editions, to view the details
for a custom or standard field, click the name of the field. From the field
detail page, you can:
• Click Set Field-Level Security to set users’ access to the field.
• Click View Field Accessibility to view who can access the field based
on profile and record type.
• For picklist fields, you can add new values and edit, replace, or delete
existing values.
Using Record Types - If your organization uses record types, edit the
record type to modify which picklist values are visible for the record type.
Using Translation Workbench - If your organization uses the translation
workbench, notify your translators that new fields need translations.

Converting Picklists into Checkboxes

Changing your custom picklists to custom checkboxes is simple using the
Change Type of this Field button from the custom field edit page. If you
select Checkbox as the new data type, you can to choose which picklist
values to map to checked boxes and unchecked boxes.

NOTE
If you change the data type of any custom field that is used for lead
conversion, that lead field mapping will be deleted.
Changing the data type of an existing custom field can cause data
loss in the following situations. If data is lost, any list view based on
the custom field will be deleted, and assignment and escalation rules
may be affected.
* Changing to or from type Date or Date/Time
* Changing to or from type Picklist
* Changing to Number from any other type
* Changing to Percent from any other type
* Changing to Currency from any other type
* Changing from Checkbox to any other type

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 39
S har ing Cases and L eads
If your organization has a special method for sharing records, you have
Available in: Enterprise, and probably made use of salesforce.com’s flexible sharing model. Now you can
Developer Editions customize salesforce.com to meet your case sharing needs. With this
release, you can set an organization-wide default for sharing cases, create
case sharing rules, and share cases individually.
See Also:
Setting the Sharing Model on page 40
Setting Sharing Rules on page 44
Sharing Cases on page 46
Sharing Leads on page 48

IMPLEMENTATION TIPS
• All organizations with a Public Read/Write or Public Read Only sharing
model for accounts will get a Public Read/Write/Transfer model for cases
and leads.
• Accounts that are manually shared to users or shared through account
teams will need to be manually shared to associated cases of the
account.

USING CASE SHARING

Setting the Sharing Model

Your organization’s sharing model sets the default access that users have to
each other’s data. The default sharing access levels are listed below.
Administrators, and users with the "Manage Users" permission, can change
the default access for accounts, calendars, cases, contacts, contracts,
leads, opportunities, and custom objects.

Type Default Access Level Controlled By

Accounts Public Read/Write Organization-wide defaults
Activities Private Access to other users’ activities is
based on your role in the
hierarchy
Calendar Hide Details and Add Organization-wide defaults
Access Events
Campaigns Public Read Only Cannot be changed
OR
Public Read/Write for
users with the
Marketing User
checkbox selected on
their personal
information
Cases Public Read/Write/ Organization-wide defaults
Transfer
Contacts Public Read/Write Organization-wide defaults
Contracts Public Read/Write Organization-wide defaults
Custom Public Read/Write Organization-wide defaults
Objects

page 40 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 Type Default Access Level Controlled By
Documents Private Access to view or edit documents
is determined by your access to
document folders
Forecasts Private Access to other users’ forecasts
is based on your role in the
hierarchy
Leads Public Read/Write Organization-wide defaults
Opportunities Public Read Only Organization-wide defaults
Solutions Public Read/Write Cannot be changed

Managing the Sharing Model

To maintain your organization’s sharing model, create public groups, and
specify sharing rules, select Setup | Security Controls | Sharing Rules.
The page contains these related lists:
• Organization Wide Defaults on page 41
• Public Groups on page 41
• Account Sharing Rules on page 41
• Opportunity Sharing Rules on page 42

Organization Wide Defaults

Click Edit in this related list of the Sharing Rules page to set the default
sharing access for accounts, calendars, cases, contacts, contracts, leads,
opportunities, and custom objects. See Sharing Model Fields on page 43 for
a description of the possible access levels.

Public Groups
This related list of the Sharing Rules page is where you can create, edit,
and delete public groups.
• Click New to create a public group. Specify a name, add members to the
group, and click Save.
• To edit or delete a group, click Edit or Del next to the group name.

NOTE
A public group consists of one or more users, public groups, or roles.
Any user can share their data with a public group.
Users can also use public groups to synchronize contacts owned by
other users.

Account Sharing Rules

The Account Sharing Rules related list of the Sharing Rules page allows you
to set default sharing access for accounts and their associated opportunities
and cases. If you have organization-wide sharing defaults of Public Read
Only or Private, you can set sharing rules to allow users to share data
automatically. See Setting Sharing Rules on page 44 for more information.

Case Sharing Rules

The Case Sharing Rules related list of the Sharing Rules page allows you to
set default sharing access for cases and their associated accounts. If you
have organization-wide sharing defaults of Public Read Only or Private, you
can set sharing rules to allow users to share data automatically. Available in
Enterprise and Developer Editions only. See Setting Sharing Rules on
page 44 for more information.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 41
 Lead Sharing Rules
The Lead Sharing Rules related list of the Sharing Rules page allows you to
set default sharing access for leads until they are converted. If you have
organization-wide sharing defaults of Public Read Only or Private, you can
set sharing rules to allow users to share data automatically. Available in
Enterprise and Developer Editions only. See Setting Sharing Rules on
page 44 for more information.

Opportunity Sharing Rules

The Opportunity Sharing Rules related list of the Sharing Rules page allows
you to set default sharing access for individual opportunities and their
associated accounts. Available in Enterprise and Developer Editions only.

Notes on the Sharing Model

• Regardless of the organization-wide defaults, users can always view and
edit all data owned by or shared with users below them in the role
hierarchy.
• Administrators, and users with the "View All Data" or "Modify All Data"
permissions, have access to view or edit all data, except campaigns.
• Only users that have the Marketing User checkbox selected on their
personal information page can create, edit, and delete campaigns.
• Contacts that are not linked to an account are always private. Only the
owner of the contact and administrators can view it.
• Private opportunities can be accessed only by their owners, users above
the owners in the role hierarchy, and administrators.
• Individual users can further extend, but not restrict, the sharing access
for their own records.
• Regardless of the sharing model, only record owners, users above the
owners in the role hierarchy, and administrators can delete or extend the
sharing access for individual records.
• To restrict users’ access to opportunities they do not own that are
associated with accounts they do own, set the Opportunity Access
field on the role.
• You must have at least read access to a record to be able to add activities
or other associated records to it.
• You must have read/write access to a record to be able to add notes or
attachments to it.

page 42 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
Sharing Model Fields
Here is a description of the organization-wide sharing model fields:

Field Description
Default Account, Specifies default sharing of accounts and their
Contact and associated contacts and contracts.
Contract Access To use cases effectively, set this sharing
access to Read/Write.
Default Calendar Specifies sharing of individual users’
Access calendars.
Default Case Access Specifies default sharing of cases and
associated accounts.
Default Custom Specifies default sharing of any custom
Object Access objects that your organization has created.
Default Lead Access Specifies default sharing of leads.
Default Opportunity Specifies default sharing of opportunities.
Access

Here is a description of the access levels you can assign for sharing
accounts, cases, contacts, contracts, leads, opportunities, and custom
objects:

Field Description
Private Only the record owner, and users above that role in the
hierarchy, can view, edit, and report on those records.
For example, if Tom is the owner of an account, and he
is assigned to the role of Western Sales, reporting to
Carol (who is in the role of VP of Western Region
Sales), then Carol can also view, edit, and report on
Tom’s accounts.
Public Read All users can view and report on records but not edit
Only them. Only the owner, and users above that role in the
hierarchy, can edit those records.
For example, Sara is the owner of ABC Corp. Sara is
also in the role Western Sales, reporting to Carol, who
is in the role of VP of Western Region Sales. Sara and
Carol have full read/write access to ABC Corp. Tom
(another Western Sales Rep) can also view and report
on ABC Corp, but cannot edit it.
Public All users can view, edit, and report on all records.
Read/Write For example, if Tom is the owner of Trident Inc., all
other users can view, edit, and report on the Trident
account. However, only Tom can alter the sharing
settings or delete the Trident account.
Public All users can view, edit, transfer, and report on all
Read/ records. Only available for cases or leads. For example,
Write/ if Alice is the owner of ACME case number 100, all
Transfer other users can view, edit, transfer ownership, and
report on that case. But only Alice can delete or change
the sharing on case 100.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 43
 Here is a description of the access levels you can assign for sharing
personal calendars:

Field Description
Hide Others can see whether the user is available at given
Details times, but can not see any other information about the
nature of events in the user’s calendar.
Hide In addition to the sharing levels set by Hide Details,
Details and users can insert events in other users’ calendars.
Add Events
Show Users can see detailed information about events in
Details other users’ calendars.
Show In addition to the sharing levels set by Show Details,
Details and users can insert events in other users’ calendars.
Add Events
Full Access Users can see detailed information about events in
other users’ calendars, insert events in other users’
calendars, and edit existing events in other users’
calendars.

No matter what calendar sharing levels are set in the organization-wide

defaults or by individual users, all users can invite all other users to group
events.

Setting Sharing Rules

Administrators, and users with the "Manage Users" permission, can set
Account sharing rules are available rules. Sharing rules give users of a selected public group or role access to
in: Professional, Enterprise, and data owned by users in another public group or role.
Developer Editions.
Case, lead, and opportunity sharing You can create the following types of sharing rules:
rules are available in: Enterprise • Account Sharing Rules - Set default sharing access for accounts and
and Developer Editions. their associated contacts, cases, contracts, and opportunities.
• Case Sharing Rules - Set default sharing access for individual cases
and associated accounts.
• Lead Sharing Rules - Set default sharing access for individual leads.
• Opportunity Sharing Rules - Set default sharing access for individual
opportunities and their associated accounts.

Creating Sharing Rules

To create a sharing rule:
1. Click Setup | Security Controls | Sharing Rules.
2. Create public groups, if you have not already done so. See Public
Groups on page 41.
3. Click New in the related list for the for the appropriate type of record.

page 44 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 4. Select the group, queue, or role whose data should be shared. Then
select the group, queue, or role who should have access to that data.
You can share data between the following:

Type Description
Case Queues All cases owned by the queue, excluding
records owned by individual members of the
queue. Not available in the Share with list.
Lead Queues All leads owned by the queue, excluding
records owned by individual members of the
queue. Not available in the Share with list.
Public Groups All public groups defined by your
administrator.
Roles All roles defined for your organization. This
includes all of the users in that role.
Roles and subordinates This includes all of the users in the role plus
all of the users in roles below that role.

5. Set the sharing access that the users should have.

• For account sharing rules, the Account, Contact and Contract
Access level applies to accounts and associated contacts or
contracts owned by the role or group members. The Opportunity
Access level applies only to the opportunities associated with the
shared accounts.
• For opportunity sharing rules, the Opportunity Access level
applies to opportunities owned by the role or group members,
regardless of the associated account.
6. Click Save.

Editing and Deleting Sharing Rules

To edit or delete a sharing rule, click Edit or Del in the Sharing Rules
related lists of the Sharing Rules page.
You can edit the access levels for any sharing rule. You cannot change the
specified groups or roles for the rule.

Recalculating Sharing Rules

When you make modifications to groups and roles, sharing rules are
automatically re-evaluated to add or remove access as necessary.
Modifications might include adding or removing individual users from a
group or role, changing which role a particular role reports to, or adding or
removing a group from within another group. However, if these
modifications affect too many users at once, you are warned that the
sharing rules will not be automatically reevaluated. You must manually
recalculate them.
To recalculate the sharing rules, click Recalculate in the Sharing Rules
related lists of the Sharing Rules page.

Notes on Sharing Rules

• You can use sharing rules to grant wider access to data. You cannot
restrict access below your organization-wide default levels.
• Sharing rules apply to all new and existing records owned by the
specified role or group members.
• Sharing rules do not apply to inactive users.
• When you change the access levels for a sharing rule, all existing records
are automatically updated to reflect the new access levels.
• When you delete a sharing rule, the sharing access created by that rule
is automatically removed.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 45
 • When you transfer records from one user to another, the sharing rules
are reevaluated to add or remove access to the transferred records as
necessary.
• When you modify which users are in a group or role, the sharing rules
are reevaluated to add or remove access as necessary.
• For opportunity sharing rules, if the role or group members do not have
access to the account associated with the shared opportunity, the rule
automatically gives them access to view the account as well.
• For case sharing rules, if the role or group members do not have access
to the account associated with the shared case, the rule automatically
gives them access to view the account as well.
• Managers in the role hierarchy are automatically granted the same
access that users below them in the hierarchy have from a sharing rule.

Sample Uses for Sharing Rules

• Organizations with organization-wide defaults of Public Read Only or
Private can create sharing rules to give specific users access to data
owned by other users.
• To use cases effectively, customer support users must have read access
to accounts and contacts. You can create account sharing rules to give
your customer support team access to accounts and contacts when
working on cases.
• The Western and Eastern Regional Directors need to see all of the
accounts created by each others’ sales reps. You can create two public
groups - one that includes the Western and Eastern Regional Director
roles and one that includes the Western and Eastern Sales Rep roles.
Then create an account sharing rule so that records owned by the
Western and Eastern Sales Rep group are shared with the group
containing the Western and Eastern Regional Director roles.

Sharing Cases
Your administrator defines the default sharing model for your entire
Available in: Enterprise and organization. You can change this model to extend sharing to more users
Developer Editions than the default set by your administrator. However, you cannot change the
sharing model to make it more restrictive than the default.

NOTE
To share a case with another user, that user must have access to the
account associated with the case.
To extend sharing of a case, click Sharing on the case you want to share.
To grant access to others, see Granting Access to Records on page 46. To
view all users that have access to the record, see Viewing Which Users
Have Access on page 47.

Granting Access to Records

Users can manually grant access to certain types of records. In some cases,
granting access includes access to all associated records. For example, if
you grant another user access to your account, the user will automatically
have access to all the opportunities and cases associated with that account.
To grant access to a record:
1. Click Sharing on the record you want to share.
2. Click Add.

page 46 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 3. From the drop-down list, select the type of group, user, or role to add.
Your choices are:

Type Description
Public Groups All public groups defined by your
administrator.
Personal Groups All personal groups defined by the record
owner. Only the record owner can share with
his or her personal groups.
Users All users in your organization.
Roles All roles defined for your organization. This
includes all of the users in that role.
Roles and subordinates This includes all of the users in the role plus
all of the users in roles below that role.

4. Choose the specific groups, users, or roles who should have access by
adding their names to the New Sharing list.
5. Choose the access level for the record you are sharing and any
associated records.
When sharing an opportunity or case, users must also have at least
read access to the associated account. If you also have privileges to
share the account, users are automatically given read access to the
account. If you do not have privileges to share the account, you must
ask the account owner to give the users read access to it.
6. Click Save.
To edit the access levels for a record:
• Click Sharing on the record, and then click Edit next to the group, user,
or role whose access you want to modify.
To delete the sharing access for a group, user, or role:
• Click Sharing on the record, and then click Del next to the group, user,
or role whose access you want to remove.

NOTE
To grant sharing privileges for a record, you must be the record
owner, a user in a role above the owner, or an administrator.

Viewing Which Users Have Access

After you have granted access to a record you own, you can view a list of
users who have access to the record and its related information. You can
also view the reason why each user has access.
1. Click Sharing on the desired record.
2. Click Expand List to view a detailed list of every user who has access
that is greater than the organization-wide default settings.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 47
 The list also shows each user’s access level for the record and any
associated records. The possible access levels are:

Access Level Description

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

3. Click Why? next to a user’s name to view the reason he or she has
access.
The list shows all of the reasons why the user has access. The user is
granted the greatest access level. The possible reasons are:

Reason Description
Account The user has access via an account sharing rule created
Sharing Rule by the administrator.
Account The user was granted access via the Sharing button on
Sharing the associated account.
Account Team The user is a member of the account team.
Administrator The user is an administrator, or has the "Modify All
Data" permission.
Associated The user owns or has been given sharing access to a
record owner or record associated with the account. Click the link to
sharing view which associated records the user owns or has
been given sharing access to.
Case Sharing The user has access via a case sharing rule created by
Rule the administrator.
Lead Sharing The user has access via a lead sharing rule created by
Rule the administrator.
Manual Sharing The user has access that was granted via the Sharing
button on the account.
Opportunity The user has access via an opportunity sharing rule
Sharing Rule created by the administrator.
Owner The user owns the record.
Sales Team The user is a member of the opportunity sales team.

Sharing Leads
Your administrator defines the organization sharing model; however, you
can extend sharing privileges for your own data on a lead-by-lead basis.
You can use lead sharing to increase access to your leads; you cannot
restrict access beyond your organization’s default access levels.
To extend sharing of a lead, click Sharing on the lead you want to share. To
grant access to others, see Granting Access to Records on page 46. To view
all users that have access to the record, see Viewing Which Users Have
Access on page 47.

page 48 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
Offline PDA Edit ion
Salesforce.com offers many different mobile editions so that you can access
Available in: Professional and your data anywhere. Offline Edition gives you access from your
Enterprise Editions disconnected laptop; Wireless Edition allows you to connect to your data
from your wireless or handheld devices. Now, Offline PDA Edition gives you
access to your salesforce.com data from any Pocket PC or Palm OS 5.0 or
later device.
See Also:
What is Offline PDA Edition? on page 49
Installing Offline PDA Edition on page 49
Working with Offline PDA Edition on page 50

IMPLEMENTATION TIPS
• Offline PDA Edition is available to Professional and Enterprise Edition
customers at an additional charge.
• Verify device compatibility by taking the free 30-day trial is available.

BEST PRACTICES
• Use the same Include Offline button available on an account to include
that account’s information in your Offline PDA Edition.

USING OFFLINE PDA EDITION

What is Offline PDA Edition?

Offline PDA Edition is similar to salesforce.com Offline Edition in that it frees
you to work on your deals from anywhere. Use your Pocket PC or Palm OS
5.0 or later mobile device to view, edit, create, and delete your
salesforce.com accounts, contacts, opportunities, and activities. Then when
you’re back in the office, you can easily update the online system with the
changes.
Offline PDA Edition is available for an additional cost with Professional and
Enterprise Editions. Offline PDA Edition is delivered by AvantGo, a service of
iAnywhere Solutions.

Installing Offline PDA Edition

Offline PDA Edition is available for an additional cost with Professional and
Enterprise Editions.
To download and install the Offline PDA Edition client:
1. Click Setup | Mobile Users | Offline PDA Edition.
The Offline PDA Edition link is available only if your administrator has
granted you access to Offline PDA Edition via the Offline PDA User
checkbox on your personal information. Professional and Enterprise
Edition users can also access the link for a 30 day trial of the service.
2. Click Setup & Install.
3. Complete the setup wizard. If you do not have an active AvantGo
account, the wizard prompts you to create one.
Completing the setup wizard includes:
• Creating an AvantGo account if you don’t already have one
• Downloading and running the installer
• Configuring your mobile device
• Synchronizing your salesforce.com data

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 49
 NOTE
This feature requires salesforce.com to install components that edit
the registry on your computer. If your organization imposes security
that prevents you from editing the registry, log in as the
administrator of your machine before installing these components or
contact your IT department for assistance.
To run Offline PDA Edition:
1. Start your mobile device.
• On your Pocket PC, select Start | Programs | salesforce.com.
• On your Palm, select Applications | salesforce.com.

Working with Offline PDA Edition

Offline PDA Edition uses a simple user interface with a main drop down list
containing options that correlate with standard salesforce.com tab names.
The following options are available.

Accounts
• View and select your key accounts
• View, create, modify, or delete accounts
• Link contacts, opportunities, and activities to offline accounts

Contacts
• View and select your key contacts
• View, create, modify, clone, or delete contacts
• Link activities to offline contacts

Opportunities
• View and select your key opportunities
• View, create, modify, clone or delete opportunities
• Associate contact roles to offline opportunities

Tasks
• Find your tasks
• View, create, modify, clone, or delete tasks

Calendar
• View by day or month
• View, create, modify, or delete calendar events

History
• View history of any data conflicts identified during synchronization. See
the online help for information on resolving data conflicts and using the
History option.

System Requirements
The system requirements for Offline PDA Edition are:
• Windows 98, 2000, XP, or NT
• Pocket PC or Palm OS 5 handheld
• Microsoft Windows CE or Pocket PC
• 1.5MB free disk space minimum
• A desktop cradle for synchronizing data

page 50 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 NOTE
If you are the organizer of a group event and you change the group
event offline, the changes are not automatically emailed to all
attendees, although the changes will appear in their calendars the
next time you do an update.
If you have been invited to a group event, but are not the organizer,
you cannot modify or delete that group event offline.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 51
Real-T ime Data Replic at ion
The sforce Web Services API supports data replication, which allows you to
Available in: Enterprise Editions store and maintain a local, separate copy of your organization’s pertinent
salesforce.com data for specialized uses, such as data warehousing, data
mining, custom reporting, analytics, integration with other applications,
and so on. Data replication provides you with local control and the ability to
run large or ad hoc analytical queries across the entire data set without
transmitting all that data across the network.
This feature provides a mechanism that targets data replication (one-way
copying of data). It does not provide data synchronization (two-way
copying of data) or data mirroring capabilities.
The sforce API supports data replication with the following new API calls:

API Call Description

getUpdated Retrieves the list of objects that have been updated

(added or changed) during the specified timespan
for the specified object.

getDeleted Retrieves the list of objects that have been deleted

during the specified timespan for the specified
object.

See Also:
Data Replication on page 53

IMPLEMENTATION TIPS
• The sforce Web service truncates the seconds portion of dateTime
values. For example, if a client application submits a timespan between
12:30:15 (GMT) and 12:35:15 (GMT), then the sforce Web service
retrieves information about items that have changed between 12:30:00
(GMT) and 12:35:00 (GMT), inclusive.

BEST PRACTICES
• We recommend polling no more frequently than every five minutes. The
sforce Web service has built-in controls to prevent errant applications
from invoking the data replication API calls too frequently.
• The polling frequency depends on business requirements for how quickly
changes in your organization’s salesforce.com data need to be reflected
in the local copy. Some client applications might poll just once a day to
retrieve changes, while other client applications might poll every five
minutes to achieve near real-time redundant mirroring of the
salesforce.com data.
• Client applications should save the timespan used in previous data
replication API calls so that the application knows the last time period for
which data replication was successfully completed.
• To ensure data integrity on the local copy of the data, a client application
needs to capture all of the relevant changes during polling—even if it
requires processing data redundantly to ensure that there are no gaps.
Your client application can contain business logic to skip processing
objects that have already been integrated into your local data.
• Gaps can also occur if the client application somehow fails to poll the
data as expected (for example, due to a hardware crash or network
connection failure). Your client application can contain business logic
that determines the last successful replication and polls for the next
consecutive timespan.

page 52 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 • If for any reason the local data is compromised, your client application
might also provide business logic for rebuilding the local data from
scratch.
• In the sforce API, data replication focuses on changes made to rows of
objects. It does not determine whether changes have been made to the
structure of objects (for example, fields added to—or removed from—a
custom object). It is the responsibility of the client application to check
whether the structure of a given object has changed since the last
update. Before replicating data, client applications can call
describeSObject on the object, and then compare the data returned in
the describeSObjectResult with the data returned and saved from
previous describeSObject invocations.

USING DATA REPLICATION

Data Replication
A client application typically proceeds along the following basic steps for
each object that it replicates:
1. Optionally, the client application determines whether the structure of
the object has changed since the last replication request.
2. Call getUpdated, passing in the object and timespan for which to
retrieve data.
Note that describeSObject retrieves the IDs for data to which the
logged-in user has access. Data that is outside of the user’s sharing
model is not returned. The sforce Web service returns the ID of every
changed object that is visible to you, regardless of what change
occurred in the object.
3. Iterate through the returned array of IDs. For each ID element in the
array, call retrieve to obtain the latest information you want from the
associated object. The client application must then take the appropriate
action on the local data, such as inserting new rows or updating
existing ones with the latest information.
4. Call getDeleted, passing in the object and timespan for which to
retrieve data.
Unlike getUpdated, getDeleted retrieves the IDs of all deleted objects
for the given object throughout the organization, including data that is
outside of the user’s sharing model.
5. Iterate through the returned array of IDs. Your client application must
then take the appropriate action on the local data to remove (or flag as
deleted) the deleted objects. If your client application cannot match
rows in the local data using the retrieved object ID, then it must call
retrieve, passing in the ID, to obtain the information it needs to match
the rows in the local data to delete.
6. Optionally, the client application saves the request timespans for future
reference.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 53
Prog rammatic Te xt S earc hing
The sforce Web Services API supports the ability to perform programmatic
Available in: Enterprise Edition text searches in SOAP client applications. The sforce Object Search
Language (SOSL) is used to construct simple but powerful text searches for
the new search API call.
SOSL allows you to programmatically search your organization’s
salesforce.com data for specific information. You can search all objects—
including custom objects—to which you have access. The sforce Web
service executes the search within the specified scope and returns to you
only the information that is available to you based on the user permissions
under which your application has logged in. SOSL allows you to specify the
text expression, the scope of fields to search, the list of objects and fields
to retrieve, and the maximum number of objects to return.
The search call supports searching custom objects. Certain objects cannot
be searched via the sforce API, such as Attachment objects. To search an
object via the search call, its object must be configured as searchable
(searchable=True). To determine whether an object can be searched, your
client application can invoke the describeSObject call on the object and
inspect its searchable property.
The search call searches most objects (including custom objects) and text
fields to which you have access. It does not search the following objects
and fields:
• Any objects (such as picklists) that are defined as not searchable
(searchable=false). To determine whether a given object is
searchable, your application can invoke the describeSObject call on the
object and inspect the searchable property in the
describeSObjectResult.
• Number, date, checkbox, or textarea fields. To search for such
information, use the query call instead.
• Attachment objects associated with certain objects, such as account,
contact, or opportunity objects.
See Also:
Text Searches in Client Applications on page 55

IMPLEMENTATION TIPS
• Before coding your text search programmatically, you can test your text
search syntax using the sidebar Search or Advanced Search features in
the salesforce.com interface. Programmatic searches are most similar
(but not identical) to the Advanced Search feature—programmatic
searches are more exacting, requiring you to structure your searches
carefully, while the Advanced Search feature is prestructured and is
more forgiving to the end user.

page 54 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
BEST PRACTICES
• When designing text searches, make sure that your text searches are
designed with efficiency and performance in mind. A text search should
be sufficiently comprehensive to gather all the information you need but
also properly focused to search only where you want to look. SOSL
syntax allows you to define the search scope, both in the types of
columns to search (IN clause) and the objects to search (RETURNING
clause).
• When using wildcards, consider the following issues:
• The more focused your wildcard search, the faster the search results
are returned, and the more likely the results will reflect your
intention. For example, to search for all occurrences of the word
prospect (or prospects, the plural form), it is more efficient to
specify prospect* in the search string than to specify a less
restrictive wildcard search (such as prosp*) that could return
extraneous matches (such as prosperity).
• Tailor your searches to find all variations of a word. For example, to
find property and properties, you would specify propert*.
• Punctuation is indexed. To find * or ? inside a phrase, you must
enclose your search string in quotation marks and you must escape
the special character. For example, "where are you\?" finds the
phrase where are you?. The escape character (\) is required in
order for this search to work correctly.

USING TEXT SEARCHES IN CLIENT APPLICATIONS

Text Searches in Client Applications

This section provides sample SOSL text search strings.

Look for joe anywhere in the system. Return the IDs of the records where
joe is found.
Find {joe}
Look for the name Joe Smith anywhere in the system, in a case insensitive
way. Return the IDs of the records where Joe Smith is found.
Find {Joe Smith}
Look for the name Joe Smith in the name field of a lead, and return the ID
field of the records.
Find {Joe Smith}
In All Fields
Returning lead
Look for the name Joe Smith in the name field of a lead and return the
name and phone number.
Find {Joe Smith}
In All Fields
Returning lead(name, phone)

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 55
 Look for the name Joe Smith or Joe Smythe in the name field of a lead or
contact and return the name and phone number. If an opportunity is called
Joe Smith, the opportunity should not be returned.
Find {"Joe Smith" OR "Joe Smythe"}
In All Fields
Returning lead(name, phone), contact(name, phone)
Wildcards:
Find {Joe Sm*}
Find {Joe Sm?th*}
Delimiting "and" and "or" as literals when used alone:
Find {"and" or "or"}
Find {"joe and mary"}
Find {in}
Find {returning}
Find {find}
Escaping special characters & | ! ( ) { } [ ] ^ " ~ * ? : \ '
Find {right brace \}}
Find {asterisk \*}
Find {question \?}
Find {single quote \'}
Find {double quote \"}

page 56 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
ADDITIONAL ENHANCEMENTS

Cases
• Select an option to notify your default case owner when a case is
assigned to the default case owner because no assignment rules applied.
• If you want your case escalation rules to trigger early, click Setup |
Customize | Cases | Support Settings. Check Early Triggers
Enabled if you want escalation rules to trigger before the Age Over
time specified on the escalation rule entry.
• You can now customize the page layout that is used for closing cases.
• When a case is escalated or a user adds an attachment to a case, the
case owner is notified by email.
• Case history reporting is now available to track changes in ownership of
a case over time.

Customiz e My Display
Now this functionality has been extended to Team Edition users. To change
your display, click Setup | My Personal Information | Change My
Display.

Dashboards
Clone dashboards to copy the contents of a dashboard into a new one. To
clone a dashboard, click Clone from the dashboard’s display page.

Documents
Document title and filename are now two separate fields so that you can
give a document a title that is more descriptive than its filename.

Email Attachments
Because email attachments are sometimes more than 3 MB, this release
allows you to attach a file to an email that is up to 10 MB. Any email you
send with an attachment over 3 MB will contain links to the attached files
on the salesforce.com public server.

Email Templates
• Now the creator of any HTML email template is listed on the template
detail page as Author. The author of any existing HTML email template
is the person who created it. Users with the "Manage Public Templates"
permission can change the author by clicking on a link from the detail
page of the HTML email template.
• Text and HTML email templates now track the most recent date the
template was attached to an email that was sent from salesforce.com.
In addition, the detail page for any email template displays the total
number of times an email was sent using the selected template.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 57
Events
• You can now invite leads and contacts to events. This enables you to
invite people who are not part of your organization.
• You can mark an event as private, preventing other users from seeing
the details about the event.

Help, Tr aining, and S uppor t

The new redesigned help includes all user education information in one
central place. When you click Help and Training at the top of any
salesforce.com page, choose one of the key tabs: Help, Support, or
Training.

L ead s
• Opt to notify the default lead owner when a lead is assigned to the
default owner because no assignment rules applied.

Record Ty pes
• Creating new record types is more convenient with the addition of
separate prompts so that you don’t have to apply to page layouts and
profiles separately.
• Control which record type is assigned to a lead or case when assignment
rules are used: the record type of the person creating the lead or case,
or the record type of the person to whom the lead or case is assigned by
the rule.
• Delete unused record types and business processes.

S ecu r it y
To increase security, you can restrict login access to a single IP address,
rather than a range of addresses.

Tabs
• Enterprise Edition Administrators can now customize the tab settings on
standard profiles.
• Team Edition Administrators can change which tabs are displayed and
the order of the tabs displayed.
• All editions receive an additional tab where you can view all tabs
available. Click the tab with the right arrow to view all tabs available to
you. Using this page, you can:
• Click any of the tab names to quickly jump to that tab.
• Click Customize My Tabs to change which tabs display when you
log in.

NOTE
Your administrator can hide tabs within your organization for
features you do not use.

page 58 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
Users
• Your users may be members of many different teams. So, when you
deactivate a user, you will have an option to keep him or her on account
teams or sales teams.

Wor kf low
Now you can activate and deactivate workflow rules. Click Setup |
Customize | Workflow | Workflow Rules and choose Activate or
Deactivate for any rule.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 59
page 60 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide