The document provides an overview of various Salesforce applications for sales, marketing, service, and administration. It discusses lead management features like lead sources, queues, assignment rules, and auto-responses. It also covers opportunities, products, price books, campaigns, and how to track the sales process. Key applications include accounts, contacts, leads, opportunities, products, price books, and campaigns. The document aims to help administrators and users understand and utilize the different applications in Salesforce.

1. Admin Workshop
Day 3

2. Agenda
Sales and Marketing Applications
Service and Support Applications
Activity Management
Content Management

3. What can you remember?
DAY 2 Review
What are Permission Sets?
What is Field Level Security?
Record Ownership
What are the Organizational Wide Defaults?
What is a Role?
What is a Role Hierarchy?
What are the 2 types of Sharing Rules?
What are some of the key differences between Workflow and Approval?

4. What can you remember?
DAY 2 Review
What are Permission Sets?
• Additional Profile Permissions assigned to specific users
What is Field Level Security?
• Determines access to read or edit individual fields by profile
• Overrides less-restrictive page layout settings
• Can make a field read-only or totally hidden
Record Ownership
• Users or Queues can be the owner of records
• If the read permission for the object is revoked from the users profile, the user will not be able to see their own record
• Queue ownership allows multiple users to own a record

5. What can you remember?
DAY 2 Review
What are the Organizational Wide Defaults?
• Determine the baseline visibility of each record in an object
What is a Role?
• Controls the level of visibility that users have to an organization’s data
• A user may be associated to one role
What is a Role Hierarchy?
• Controls data visibility
• Controls record roll up, forecasting and reporting
• Users inherit the record ownership ability of data owned by or shared with users below them in the hierarchy
• Not necessarily the company’s organization chart

6. Sales and Marketing Applications
• Given a scenario, identify the capabilities and implications of the sales process.
• Given a scenario, identify when to apply the appropriate sales productivity features (eg big
deal alerts, update reminders, similar opportunities, competitors, team selling).
• Describe the capabilities of products and price books.
• Describe the capabilities of lead management (eg lead conversions, lead source, lead field
mapping).
• Given a scenario, identify how to automate lead management (eg, queues, assignment
rules, web-to-lead, and auto-response).
• Describe the capabilities of campaign management (eg, hierarchies, influences, campaign
members).

7. Lead
What is a Lead?
• An individual or a company that might be interested in a product or service
• Prospect that you want to market to
• Captures business card information
• Assigned ownership either manually or via Assignment Rule
• “Qualified” and then “Converted”

8. Account and Contact
What is an Account?
Represents an individual* (Person Account) or a company (Business Account)
Create Account records for prospects, customers, competitors, partners, or any other entities that makes sense for
your business
Contains—or connects to—all information about your interactions with the company, such as in-progress and
completed deals, your points of contact, and records of past interactions
What is a Contact?
Represents an individual
Create Contact records for people who work at the companies represented by the Account
Contains all relevant information about the person, such as phone number, email address, job title, role in a deal
*Person Account combines Account-Contact attributes to represent an individual (ie B2C) customer

9. Creating and Importing Leads
Creating Manually
When you manually create a lead from the Leads tab, you are automatically listed as the
owner of the lead.
Importing Leads
When importing new leads, an administrator can apply a lead assignment rule to
automatically assign leads to users or queues based on values in certain lead fields.
Alternatively, an administrator can add a Record Owner field to the import file to assign lead
ownership.
Without a lead assignment rule or Record Owner field, imported leads are automatically
assigned to the user doing the import.

10. Web-to-Lead

11. Lead Conversion
Lead qualification depends on the business
process
Lead data is mapped and brought over during
conversion to: Account, Contact, Opportunity
Leads are converted in order to be a part of the
sales pipeline
Lead (Field) Mapping - Map custom fields from
Lead to Account/Contact/Opportunity to bring
across their values during Lead Conversion

12. Conversion Impacts
• You cannot convert a lead that is associated with an active approval process or has pending workflow actions
• Converting a lead to a person account cannot trigger workflow rules
• If validation and triggers for lead convert are enabled in your organization, then converting a lead can trigger a
workflow action on a lead. For example, if there is an active workflow rule that updates a lead field or transfers
the owner of a lead, that rule can trigger when the lead is converted, even if the lead is no longer visible on the
Leads tab as a result of the conversion. Note that if a workflow rule creates a new task as a result of a lead
conversion, the task is assigned to the newly created contact and related to the associated account or
opportunity.
• When a lead is converted by someone who isn't the lead owner, all workflow tasks associated with the lead that
are assigned to that user, except email alerts, are reassigned to the lead owner. Workflow tasks assigned to users
other than the lead owner and lead converter aren't changed.

13. Lead Mapping Guidelines
• Number
• Percent
• Phone
• Multi-select Picklist
• Long Text
• Rich Text
• URL
• Checkbox
• Currency
• Date
• Date/Time
• Email
• Geolocation
• Encrypted (Classic)
The following Lead custom field types can only be mapped to custom fields of the same data
type:

14. Lead Mapping Guidelines
Each target field can have only 1 source field mapped to it.
You can map auto-number fields to field types text or text area.
You can map text and text area fields to custom field types of text, text area, long text, and picklist. If you map to a picklist field, the picklist must be
unrestricted.
You can map custom picklist fields to custom field types of text, text area, and picklist (unrestricted), but not long text.
When mapping between picklist and text fields, your data truncates if the source field value is longer than the target field allows.
Custom lookup fields can be mapped to a lookup field pointing to the same object. For example, a lead custom lookup field pointing to the Account
object can be mapped to a contact custom lookup field that also points to the Account object.
When mapping custom lead fields, the selected account, contact, or opportunity field must be of equal or greater length.
You can’t delete lead, account, contact, or opportunity fields included in Lead Custom Field Mapping. To delete a field, first remove its mapping.
You can’t change the field type of a field that’s included in Lead Custom Field Mapping. To change a field’s type, remove its mapping first.
You can’t uninstall a package that references fields included in Lead Custom Field Mapping. Remove any mappings of referenced fields before
uninstalling the package.
When mapping lead custom number, currency, or percent fields the target field must have the same length and number of decimal places.

15. Lead Source
The lead source is the primary source where the lead came from rather than the method they
used to get in touch
Below is a typical set of lead sources that apply to most businesses:
• Google AdWords
• Google (organic)
• Other Search Engines
• Social Media (Facebook, Twitter etc)
• Cold Calling/Telemarketing
• Advertising
• Custom Referral
• Word of Mouth (Non Customers)
• Expo/Seminar
• Direct Mail
• Email Marketing
• Unknown (set as default)

16. Lead Queue
Lead Queue
• Allows you to integrate prospect assignments with your current Salesforce workflow
• Access queue from list views
• Queue members can jump in to take ownership of any record in a queue
Taking Leads from a Queue
• To take ownership of leads in a queue, go to the queue list view, check the box next to one or more leads, and
click Accept
Sample Use Case
• Create a lead queue with members who are salespeople assigned to a specific sales territory

17. Lead Assignment
Create a lead assignment rule to automatically
assign leads to different users or queues
Without a lead assignment rule, the system assigns all
new web-generated leads to the Default Lead Owner
defined on the Lead Settings page (Setup |Customize |
Leads |Lead Settings).
An administrator can assign new web-generated leads
using the Web-to-Lead setup, or when creating or editing
a lead, there is a check a box to assign the lead
automatically using your active lead assignment rule.
An email is automatically sent to the new owner if your administrator specified an email template in the matching
rule entry. To have this checkbox be selected by default, an administrator can modify the appropriate page layout.

18. Change of Ownership
Changing Ownership of One Lead
To change the ownership of a lead you own or have read/write sharing access to, click the Change link next to the
Lead Owner field, and then specify the name of a user or queue.
The Change link only displays on the lead detail page, not the edit page.
Select the Send Notification Email box to send an automated email to the new lead owner. If the new owner is a
queue, Salesforce sends the email to all of the queue members.
Changing Ownership of Multiple Leads
Requires “Transfer Leads” or “Transfer Record” permission, the “Edit” object permission on leads, and sharing access
to view the leads.
To transfer ownership of multiple leads, use either of the following methods:
• From a list view or queue, select one or more leads and click Change Owner
• Use the mass transfer tool at Setup |Data Management |Mass Transfer Records

19. Auto-Response
Automatic email responses to
lead submissions based on the
record’s attributes
Set up auto-response rules to
send quick replies to customers
to let them know someone at
your company received their
inquiry

20. Hands-on Exercise – 15 MINUTES
Converting and Assigning Leads
https://trailhead.salesforce.com/modules/admin_intro_opptys_leads/units/admin_intro_opptys_leads_leads
• What are Leads?
• Assign Leads
• Convert Leads to Accounts, Contacts and Opportunities

21. Hands-on Exercise – 20 Minutes
https://trailhead.salesforce.com/modules/admin_intro_accounts_contacts/units/admin_intro_accounts_contacts
_basics
• Accounts and Contacts
• Business Accounts, Person Accounts
• Business Contacts
• Best Practices

22. Opportunity
What is an Opportunity?
Contains the information for every potential revenue-generating deal being tracked, such as
deal size and expected close date
The core of the sales process in Salesforce. Opportunities are worked through a sales process
using sales stages where the stage is advanced to the point where they are set as won/closed
Either generated from lead conversion or may be entered directly by the sales team
The structure of Salesforce requires account ownership to be established which sees inherited
ownership of the opportunity
Utilizes Product and Price Book data to represent the product or service being sold

23. Sales Process Reference

24. Products
Represent the individual items that are sold on opportunities and quotes
Each product can exist in many different price books with many different prices
A product that is listed in a price book with an associated price is called a Price Book Entry
Displayed in the Products related list of an opportunity detail page and the Quote Line Items
related list of a quote detail page
Use this related list to associate a price book with the opportunity or quote, add or edit
products, and, for opportunities, establish or edit product schedules

25. Price Books
A price book contains products and their associated prices
Each product with its associated price is referred to as a Price Book Entry
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

26. Schedules
You can establish default schedules on a product, as well as schedules for individual line
items (opportunity products) on an opportunity
An administrator determines which types of schedules your organization can use: quantity
schedules, revenue schedules, or both.
Types of Schedules:
• 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.

27. Big Deal Alerts
An organization can use alerts that automatically send an email notification for opportunities
with large amounts (to any email and opportunity owner)
Customize this alert to send an email when an opportunity reaches a threshold.
A threshold consists of an opportunity amount and probability. For example, you may want to
send an email to your team that an opportunity of $500,000 has reached a probability of
9 0 % .
Navigate to: Setup |Customize |Opportunities |Big Deal Alert

28. Similar Opportunities
Provide users the ability to find Closed/Won opportunities that match the attributes of the
opportunity they are working on
Related List on Opportunity detail page
The criteria used to find similar opportunities is determined by your administrator
The search finds a maximum of 10,000 opportunities with close dates in a three-month
period and displays up to 300 of the records that best match the search criteria. The results
are ranked by the number of matching fields.
Results can be filtered by Close date or by matching fields.
To see how a record in the search results is similar to your current deal, hover over the
opportunity name. The matching fields are highlighted in the Match Criteria sidebar.

29. Team Selling
Enable collaboration on opportunities through the use of Opportunity Teams
Customize opportunity team roles, page layouts and more. Max 50 custom fields for
opportunity team.
Every opportunity team member has a role in that opportunity, such as Account Manager or
Sales Rep
Use the mass team reassignment wizards to add, remove, and replace team members on
multiple records at the same time

30. Competitors
Track competitors for a potential sale by listing them in an opportunity
Enter the names of new competitors, or choose from a list of competitors defined by your
administrator
Competitor fields:
• Competitor Name
• Strengths
• Weaknesses

31. Opportunity Update Reminders
Provides the ability for managers to send their direct reports automated emails with a report
on the team’s open opportunities
Automatically created nightly for users with direct reports in the Role Hierarchy
Schedule Reminders include the following fields: Last Login Date, # of Open Opportunities, #
Not Updated in the Last 30 Days, Open Opportunity Amount, Total Closed Amount, Last
Update Date
When there are no records in an opportunity update reminder, Salesforce doesn’t send an
email. If no email is sent for three consecutive opportunity update reminders, the scheduled
reminder is deactivated.

32. Hands-on Exercise – 15 Minutes
https://trailhead.salesforce.com/modules/admin_intro_opptys_leads/units/admin_intro_opptys_leads_opportuni
ties
• The Sales Process
• What is an Opportunity?
• Opportunity Stages
• Contact Roles
• Team Selling

33. Campaigns
What is a Campaign?
Specific marketing program or tactic
Builds awareness and generates leads
Campaign Membership
Campaign members can be lead, contact, person account, with status.
Can have different page layouts for each campaign type. Status can be
set up through advanced setup.
How to add campaign members to a campaign
• By search
• By importing files
• By creating a report

34. 5 Steps for Managing Campaigns
1.Create the campaign: After determining your marketing strategy, create a campaign to
track your efforts.
2.Define a target list: Next define who you want to target with your campaign. Themethod
used to create a target list depends on who you are targeting:
• Rented or Purchased Lists - Simply use the list of names as your target list. We recommend that you do not import
the names into the system yet.
• Existing Contacts, Leads, or Person Account - Run a contact, lead, or person account report in Salesforce and use
the Add to Campaign button to associate those records with your campaign. Alternatively, go to a list view of
contacts or leads and use the Add to Campaign button to associate those records with your campaign. Note that
person accounts are included in contact list views and can be added to campaigns from them.
3. Execute the campaign: All campaign execution occurs outside of Salesforce.
• Online, eg send email using a mass email tool
• Offline, eg conference, print ads, radio ads, direct mail, web seminar
5 Steps Cheatsheet

35. 4. Track responses: The possible types of campaign responses can be divided into the
following groups based on the response tracking mechanism:
• Website Response - Prospects respond by filling in a form on your website. Use Web-to-Lead to set up a jump page
or microsite for the campaign. All responses are created as leads, and if the Web form includes the Campaign field
value, the leads are directly associated to the campaign. You can also include the Member Status field in the form
to automatically mark all submissions with a particular member status.
• Manual Update - Customers and prospects respond via phone or mail. A sales or marketing team member can
manually update the Campaign History for the lead, contact, or person account.
• Mass Update/Offline Response - The third type of response is any response that you track in an offline list, for
example, trade show attendance or email responses from your email vendor. In Salesforce, use the Manage
Members page to update the member status of leads, contacts, or person accounts that have been associated
with your campaign.
5. Analyze campaign effectiveness: The final step is to analyze the effectiveness of the
campaign using reports and campaign statistics.
5 Steps for Managing Campaigns
Continued

36. Campaign Hierarchy
Used to group campaigns together within a specific marketing program or initiative, which
enables you to analyze related marketing efforts more efficiently
Click View Hierarchy next to the Campaign Name field on the campaign detail page
Campaigns are associated with one another via the Parent Campaign field
• Each campaign can have only one parent campaign
• Campaign hierarchy has a maximum depth of five levels but an unlimited breadth on each level
• Campaign members, such as contacts and leads, can be included on any level
The Campaign Hierarchy related list shows a maximum of two hierarchy levels: the parent
campaign and its child campaigns.
• If a child campaign has children, those children do not appear in the related list but their data is included in the
campaign hierarchy statistic field values.
Note: To ensure accurate reporting, all campaigns in a hierarchy must use the same currency.

37. Campaign Influence
Tracks multiple campaigns on a singleopportunity
One campaign has theprimary influence
Can be configured “enabled” and “automatically” by rules and timeframe
When automatic association is enabled, influential campaigns are added to opportunities
when a campaign is related to a contact that is assigned a contact role on an opportunity
prior to the close date of the opportunity

38. Sales and Marketing Applications
Sample Questions
Which of the following is not standard Salesforce functionality?
a. Email to Lead
b. Email to Case
c. Web to Lead
d. Web to Case
Answer: a
Sales Management have requested that they receive notification when opportunities with
large amounts are closed. How can a System Administrator accomplish this? (2)
a. Opportunity update reminders
b. Validation rule
c. Big deal alerts
d. Workflow rule
Answer: c, d

39. Service and Support Applications
• Describe the capabilities of case management (eg case processes, case settings, and case
comments)
• Given a scenario, identify how to automate case management (eg case assignment, auto-
response, escalation, web-to-case, email-to-case, case teams)
• Describe the capabilities of solution management (eg settings, categories, processes)
• Describe the basic capabilities of portals
• Describe the capabilities of the Community application (eg Ideas, Answers)
• Describe the capabilities of Salesforce Knowledge

40. Case Management
Salesforce.com's industry-leading case management solution helps companies develop long-
lasting relationships with their customers by streamlining case capture, resolution, and
visibility across every customer communication channel
Key features and benefits:
• Provides a single repository for all customer support interactions
• Solution integration enables faster case handling by seamlessly integrating case
information with existing knowledge bases
• Case escalation and workflow ensure your business process meets guaranteed service level
commitments
• Case analytics enable you to measure team and rep productivity and view all key metrics in
a dashboard

41. Cases
What is a Case?
• Description of a customer’s feedback, problem or question
• Created by phone, email (email-to-case), website (web-to-case)
• Are assigned to agents or queues
• Have an ID
• Agent communicate resolution
• Notes logged and case closed
• If not closed, escalate for reassignment

42. Case Lifecycle

43. Automating Case Management
Case Queues
Queue is a holding area location where case records can be routed to await processing
Establish Case Queues, eg Product family, Tiers of support, Type of customer/service level
Assignment Rules
Route cases to users or queues to work on cases collaboratively or to a support user
Create multiple rules (for example, a Standard rule and a Holiday rule). Only one rule can be "active" at a time.
Escalation Rules
Define automated actions when cases with specific criteria are open after a specified period of time.
Help identify when cases have fallen outside of an intended service level.
When escalating a case, you can choose to automatically notify a user, reassign the case to another user or queue, or
both
Workflow Rules
Sets workflow actions into motion when certain conditions are met

44. Automating Case Management
By default, a user can quickly create, edit, locate, and view cases from the Cases tab. To
gather customer feedback from a company website and customer emails, set up:
Web-to-Case
Gather customer support requests directly from the company website and automatically
generate up to 5000 new cases a day
Email-to-Case / On-Demand Email-to-Case
Helps a company efficiently resolve and correspond with customer inquiries via email
Automatically creates a case in Salesforce when an email is sent to the company’s customer
support email address(es) and auto-populates case fields from the content of the message

45. Web-to-Case
Considerations
• Queues – Create any needed queues
• Assignment Rules – Create or activate a rule that determines how cases are assigned
• Email Templates – Create any necessary email templates
• Auto-Response Rules – Create or activate rules to send targeted email responses
• Enable Web-to-Case
• Validation rules on web form have to match case object validation
• Multi-select picklists allow customers to report cases on several products at a time
• Cases queue up if web-to-case generates more than cases > 5000 cases per day
• Support Settings must specify a Default Case Owner and an Automated Case User (used
when automated changes are made)
• SPAM – Use dedicated users to filter out spam cases or leads

46. Email-to-Case Types
Email-to-Case
• Requires downloading the Email-to-Case
agent
• Keep all email traffic within the network’s
firewall
• Accept emails larger than 10 MB
On-Demand Email-to-Case
• Uses Apex email services to convert email
to cases
• Does not require the download and
installation of an agent behind the
network’s firewall
• Allows the processing customer emails up
to 10MB in size

47. Email-to-Case
Considerations
• Email sent, associates email w/the contact record on account
• Email to case configuration - setting check-box
• Choose On-Demand Email-to-Case – no need for firewall
o Attachments cannot be >10MB
• Add emails related list to case page layouts
• Subject line of email = Subject line of case; Description = Body of case
• Automatically associates customer email replies, including attachments, with case
• Triggers assignment, escalation, and workflow rules
• View customer emails and attachments from the related list

48. Support Features
Business Hours
Represent an organization’s support hours
Setup |Company profile |Business Hours
Support Settings
Customize email templates and defaults used by automated support features
Relates to how the company deals with cases, eg
• Case Creation Template
• Case Assignment Notification
• Notify Case Owner of New Case Comments

49. Support Features
Auto-Response Rules
Set up rules that determine which email template to send to customers when cases are
captured from emails, your website, Self-Service portal, or Customer Portal.
Set rules based on any attributes of incoming cases. For eg, automatically respond with “how-
to” information such as resetting password.
Set up rules that send email to customers when they submit cases from one of the following:
• A Web-to-Case form
• An Email-to-Case / On-Demand Email-to-Case message
• A Customer Portal
• A Self-Service portal*
*Not available for new orgs from Spring ‘12. Customer Community is used instead.

50. Enable Case Comment Notification
Enable the Send Email Notification option on case edit pages so that support reps can send
an email to any contact when they have added a new comment to a case.
In Support Settings select the Enable Case Comment Notification to Contacts checkbox.
Choose an email template to use for case comment notifications in the Case Comment
Template field.
Note: You can create workflow rules for case comments so that case comments automatically
trigger outbound messages or update fields on the cases with which they are associated.

51. Service and Support Applications
Sample Questions
Which of the following scenarios will trigger case Auto-Response rules? (2)
a. A customer replied to a support rep's email
b. A case is created from a web-to-case form
c. A customer submitted a case from the self-service portal
d. A case is created by the support rep during a customer call
Answer: b, c

52. Hands-on Exercise – 30 Minutes
https://trailhead.salesforce.com/en/modules/service_basics/units/service_basics_automate_case_management
• Case Queue
• Assignment Rule
• Auto-Response Rule
• Escalation Rule

53. Solution Management
What is a Solution?
A detailed description of a customer issue and the resolution of that issue
Solution managers, administrators, and users with the appropriate permissions can create,
review, and categorize solutions. They can also publish solutions to the Self-Service portal and
make solutions public.
Solution Categories allow administrators to group similar solutions together
Solution Settings enable specific options for solutions

54. Portals
Provide an online support channel for customers—allowing them to resolve their inquiries
without contacting a customer service representative.
Determine which pages and fields customers can see with page layouts and field level security
Manage customers with profiles, permission sets, roles, and sharing rules
Provide and organize documents via Salesforce CRM Content or the Documents tab
Create a knowledge base for your customers using Salesforce Knowledge
Display and collect data that is unique to your organization with custom objects
Provide customized reports via the Reports tab
NOTE: The Service Cloud Portal is the Customer Portal intended for many thousands to millions of users. Service
Cloud portal users are also referred to as high-volume portal users.

55. Communities
Extend Salesforce Sales, Service and Marketing capability
with secure Web / Mobile access for customers, partners
and employees
Deploy quickly using Lightning Community Builder
interface
Theme / Brand your community with Lightning
Community Builder

56. Customer Account Portal
Customer Self-Service
Commerce and Brand Engagement
Channel Sales and Marketing
Dealers and Brokers
Franchise and Retail
Social Intranet
HR Helpdesk
Sales Enablement
Connecting Customers, Partners and Employees
Common Use Cases
Customer Community Partner Community Employee Community

57. Ideas
Ideas
Community of users who post, vote for, and comment on ideas. Consider it an online
suggestion box that includes discussions and popularity rankings for any subject.
Idea Themes
Idea Themes lets you invite community members to post ideas about specific topics so that
members can solve problems or propose innovations for your company
NOTE: Deleting an idea theme also deletes the ideas that are associated with it. Conversely, undeleting an idea
theme also undeletes the ideas that are associatedwith it.

58. Hands-on Exercise – 20 Minutes
https://trailhead.salesforce.com/modules/community_cloud_basics/units/communities_intro_to_community_clo
ud
• What is a Community?
• The Community Cloud Advantage

59. Knowledge Management
What is Salesforce Knowledge?
A knowledge base where users can easily create and manage content, known as articles, and
quickly find and view the articles they need
Knowledge Management users can write, edit, publish, and archive articles using the Articles
Management tab. All users can search and view articles without an add-on Knowledge User
license and can attach articles to cases based on read access.
Customers and partners can access articles if Salesforce Knowledge is enabled in the
Customer Community or Partner Community
Create a public knowledge base so website visitors can view article

60. Knowledge Articles
Article Types
Article types are custom containers for your articles
Every article belongs to a type that determines its content and
structure
Administrators define article types by creating custom fields to
capture article data, grouping or reorganizing the fields as
needed on the layout, and choosing an article-typetemplate
The article-type template determines how the layout appears to
viewers of the published article, and administrators can choose
unique templates for different audiences and article types
Salesforce provides two standard article-type templates: Tab
and Table of Contents
Use Visualforce to create custom templates

61. Knowledge Articles
Creating Articles
Authors create articles by selecting an article type, writing content, assigning categories, and
choosing one or more channels
Categorizing Articles
When end users are searching for published articles in any channel—the internal app,
Customer Community, Partner Community or public knowledge base—they can use the
categories to help locate information
If your organization uses a role hierarchy, access to data categories is determined by the
user's role

62. Data Categories
Used to classify articles and let agents filter their search results
Dictate article relevance and visibility
Data Category visibility can be set with roles, permission sets or profiles
Can only have 5 active and inactive category groups at one time
A group can be up to 5 levels deep and each category group can have 100 categories

63. Dimensions for Categorization
Tag with dimensions for personalized, targeted knowledge
Filter out the noise. Find the right answer, thefirst time

64. On the Article Management tab, article managers can create new articles as well as find and
manage existing articles in any phase of the knowledge lifecycle:
• Create and save a new article.
• Reassign the article to an editor, translator, reviewer, or any other collaborator as needed.
• Publish the completed draft to one or more channels, depending on the audiences you've configured: the Articles
tab in your Salesforce organization, a customer portal, a partner portal, or a public knowledge base. You can
schedule the article to be published on a future date.
• Update the article as needed. When modifying a published article, you can either remove it from publication so
that the original is no longer visible to users, or leave the original published and work on a copy until you're ready
to replace the original with your update.
• Archive the article when it is obsolete to remove it from publication. As with publishing an article, you can archive
immediately or on a future date.
• Delete the article as needed, or turn it into a draft and begin a new publishing cycle.
Knowledge Articles
Managing Articles

65. Knowledge Articles
Using Articles to Solve Cases
To search the knowledge base directly from a case and attach related articles to the case for
convenient reference, add the Articles related list to case page layouts. When closing a case,
support agents can easily create a new article to capture important information and help
solve future cases more quickly.
Rating Articles
Internal app, Customer Community and Partner Community users can rate articles on a scale
of 1 to 5 stars and view the average rating for an article
Average ratings are not static. Every 15 days, if an article has not received a new vote, its
average moves up or down according to a half-life calculation. This change ensures that over
time, older or outdated articles don't maintain artificially high or low ratings compared to
newer, more frequently used articles.
Articles without recent votes trend towards an average rating of 3 stars

66. Knowledge Implementation Tips
• To make articles visible on your website, install the Sample Public Knowledge Base (PKB)
for Salesforce Knowledge app from the AppExchange
• Public knowledge base users cannot ratearticles
• The File custom field type allows users to attach documents to articles. The maximum
attachment size is 5 MB. You can add up to 5 File fields to each article type.
• The Salesforce Knowledge search engine supports stemming, which is the process of
reducing a word to its root form. With stemming, a search can match expanded forms of a
search term. For eg, a search for “run” matches items that contain run, running, and ran.
• Admins can configure article types an data categories
o Article tab access and article type permissions are defined in profiles and public access settings
o To improve search performance of the Knowledge Base, minimize the number of article types and data
categories

67. Migrate Existing Knowledge
De-duplicate data and ensure the accuracy of articles prior to migration
Review article usagemetrics to ensure the value of migrated articles
Define and document categories for each article type
Sort existing articles by information type (ie FAQ, product information or offer)
Ensure that each information type has a corresponding Salesforce Knowledge article type that
matches its structure and content
Verify that the article's field-level security settings allow you to edit the fields
Test your import using a small set of articles

68. Hands-on Exercise – 30 Minutes
https://trailhead.salesforce.com/modules/knowledge_essentials/units/knowledge_essentials_publish
• Add Knowledge Tab to your Service App
• Create Article
• Publish Article
NOTE: This is based on Lightning Experience

69. Activity Management
Describe the capabilities of Activity Management (eg manage tasks, events, public calendars,
multi-day events, cloud scheduler)

70. Activities
What is an Activity?
Activities in Salesforce are your events, your tasks, calls you’ve made,
and emails you’ve sent.
Two (2) Main Types:
Task – Allows you to track a to-do list and relate them to leads,
accounts, contacts and opportunities
Event – Allows you to track meetings with customers, prospects, and
colleagues
An event is displayed in the calendar and have a specific time associatedto it whereas
a task only captures a date.

71. Activity Management
Activities include tasks, calendar events, and requested meetings. You can define and track
activities for many different objects, including campaigns, leads, accounts, contacts.
Activities display in related lists on associated records as well as on the Home tab.

72. Activity Management
On the Activity Settings page in, you can manage the following activity-related features:
Customization Options for Managing Events and Tasks Together
Give sales reps a more accurate perspective on their leads, accounts, contacts and opportunities.
Use combined activities settings to help them manage and track meetings and tasks. Options differ for Lightning
Experience and Salesforce Classic.
Customization Options for Events and Calendars
Optimize the way your sales reps manage their meetings and scheduling.
Options differ for Lightning Experience, Salesforce Classic, and Salesforce1.
Customization Options for Tasks
Optimize the way your sales reps manage theirwork.
Options differ for Lightning Experience, Salesforce Classic, and Salesforce1.

73. Cloud Scheduler
When you use Cloud Scheduler to request a meeting with a contact, lead, person account, or other Salesforce user,
Salesforce creates a unique Web page for your meeting that displays the proposed meeting times.
When invitees visit the page, they select the times that work for them, and send you a reply. Salesforce tracks all the
responses so you can pick the best time to meet when you confirm the meeting.
NOTE: On Phased Retirement from Winter 17.

74. Content and Folder Management
Describe the capabilities of Salesforce Content (eg presentation assembly, content delivery,
content packs, workspaces, tags).
Describe how folders can be used to organize and secure communication templates,
dashboards, reports, and documents.

75. Salesforce Content Management
Organize, share, search, and manage content within your organization and across key areas of
the Salesforce application
Content can include all file types, from traditional business documents such as Microsoft
PowerPoint presentations to audio files, video files, Web pages, and Google docs
Stores files in fully searchable file repositories known aslibraries

76. Components of Salesforce CRM Content
• Documents, files, Google docs, images
• Contribute on the Libraries tab
• Contain related content
• Members contribute
• Display information about contributed content
• Control fields on content detail page
• Selected during upload
• Content that is bundled together
• Updated to reflect changes
• View delivered content in web browser
• Track views and downloads

77. Salesforce Content & Libraries
• Organize, share, search and manage content within your organization and across key areas
of the Salesforce application
• Includes all file types (i.e. Microsoft® PowerPoint , audio & video files, web pages and
Google® docs
• Users are given access to Libraries
• Users can subscribe to content
• Users can preview content without downloading
• Contributors can tag content
• Attach content to Accounts, Contacts, Campaigns, Leads, Opportunities, Products &
custom objects

78. Salesforce Files
Integrated into the Flow of Business
• Salesforce Files places files where employees need them most —in project groups or
attached to account records, marketing campaigns,or service cases.
Synched and Mobile
• With Salesforce Files, you stay in lockstep with your team on all of your devices, no matter
where you are. Files are securely synced across any mobile device, ensuring that files are
accurate, up to date, and accessible from any location.
Always Secure, Always Available
• Built on the Salesforce1 Platform, Salesforce Files is 1 0 0 % enterprise ready and completely
secure. Now you can engage with all of your files, from any device.

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

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

81. Thank Y u