Configuration & Setup

● Company Information
○ Default Time Zone setting controls all timestamps on records and what the
system sees as the time.
○ Default Language
○ Used Data Space & Used File Space show how much of each space is used
and the % used.
○ API Requests shows the last 24 hours of requests and displays the maximum
allowed requests for that same period. Default maximum is 15k requests.
○ Primary Contact
○ Salesforce.com Organization ID shows the organizations custom ID, usually
needed for connecting apps or verifying which organization you’re looking at.
○ Organization Name
○ Organization Edition shows the edition of your salesforce instance (Unlimited,
Enterprise, Developer, etc.)
○ Activate Multiple Currencies checkbox option
○ User Licenses a section that shows all salesforce related licenses displayed as
displays total licenses, used licenses, and remaining licenses (these are not
licenses for add-ins or apps on top of salesforce). You can also find license
usage on the System Overview page.
○ Permission Set Licenses some permission sets require licensing, and you can
view those in this section which displays total licenses, used licenses, and
remaining licenses.
○ Feature Licenses are licenses that must be assigned to a user using
checkboxes on the user’s profile to enable them to use that functionality.
■ Marketing User
■ Knowledge User
■ Flow user
■ Service Cloud user
● Fiscal Year
○ Standard Fiscal Year
■ Goes off Gregorian calendar
■ Can only have fiscal year start on the 1st day of the month
■ Can start the fiscal year in any month of the year
○ Custom Fiscal Year
■ Follows a custom structure you define
■ An example is 4 quarters with 13 weeks per quarter in a 4-4-5 pattern
● Language Settings
○ Can update/change the available languages here for your organization, these are
in addition to the default language in company information
● My Domain
○ You can check availability on domain names for salesforce and change your
company’s salesforce domain here
 ○ You can also change what your login page looks like: logo, background color, and
authentication service
● User Interface
○ This area of setup allows you to enable/disable some global user interface
settings
■ Enable in-line editing
■ Enable Enhanced Lists
■ Enable Middle Names to Person Names
■ Enable Name Suffixes to Person Names
■ Enable "Set Audit Fields upon Record Creation" and "Update Records
with Inactive Owners" User Permissions
■ Themes and Branding can be set here
● Security Controls
○ Session Settings
■ Allows you to manage login timeout limits, enforce IP ranges, and make
MFAs required.
■ Manage New User Email link expiration time, only options are 1 day, 7
days, or 180 days. Default is 7 days.
○ View Setup Audit Trail
■ Here you can see a log of all system changes that were done in Setup, it
shows when the change was made, what was changed, who did it, and
what section of Setup the setting is in. Only the last 20 changes are
shown, you can download a csv file of the last 6 months of changes.
■ The setup audit trail only tracks changes done in Setup, nothing more
○ Sharing Settings
■ Here you can set organization wide default sharing settings for objects
● Private
● Controlled by Parent
● Public Read/Write
● Profiles
○ Controls what tabs a user can see, apps users can access, objects users can
access, and what users can do with object records (Create, Read, Edit, Delete)
○ Login hours and IP Ranges can be set for profiles
○ Always think object level access for profiles and permission sets
● Organization-Wide Defaults
○ These determine the default access to records for all users
○ Always think record level access for org wide defaults and role hierarchies
○ Public Read/Write/Transfer is only available for cases/leads and allows
non-owners to view, edit, and change ownership of a record
○ Public Read/Write allows non-owners to view and edit all records of the object
○ Public Read Only allows non-owners to view all records of an object
○ Controlled by Parent defers access rules to the parent object
○ Private makes it so users who don’t own a record cannot see the record with the
exception being any users above them in their role hierarchy
● Role Hierarchy
○ You can edit a role from here, when editing a role you can use the role hierarchy
to extend a user’s access to ANY child objects of accounts (option will only show
for a child object if the child object is set to Private or Public Read Only in the Org
Wide Defaults) they own using cannot access / can view / can edit permissions
even if they do not own the child record
○ Role hierarchy cannot grant a user more access than what they have through
their object permissions and it cannot restrict access more than what is granted
through org-wide defaults
● Sharing
○ You can create sharing rules to share access to records beyond the normal
role-hierarchy model
○ When creating a sharing rule, you select which object you want to share records
for and choose to share based on owners or criteria. You can then insert the logic
necessary for the sharing
● Restriction Rules
○ These rules can ensure a user only sees a subset of all records allowed by their
permissions, especially useful if a user only needs to see records related to their
business case use.
○ These are built upon logic criteria
○ A user can only have one active restriction rule
○ Restriction rules apply to list views, lookups, reports, and related lists too
○ The number of restriction rules you can create is limited by your salesforce
edition
○ Restriction rules can be used on custom objects, external objects, and some
standard objects
● Change Sets
○ You cannot modify a change set after uploading it to production, you have to
clone it and modify the clone
○ Change sets cannot delete metadata in production and any renamed metadata
components are seen by the incoming organization as new components
○ Change sets are deployed as an all-or-nothing thing and if one part fails the
whole deployment fails
○ Two things are required to move solutions from a sandbox to UAT: a deployment
connection between the two orgs and both orgs must be affiliated with the same
production org
● General Knowledge
○ Sharing rules are horizontal in nature
○ Role hierarchy is vertical in nature
○ Users trying to access SF outside of the IP ranges set at the company level will
be sent an activation code
○ IP ranges can also be set at the profile level and a user trying to access SF from
outside those ranges will be denied access
○ Login hours are set at the profile level only
○ Profiles and Permission Sets control object level access. Org Wide Defaults and
Roles control record level access.
○ Session timeouts can be set at the profile level and the organization level
○ If a user is working when SF login hours end they will be able to continue viewing
their current page but if they navigate to another page they will be automatically
logged out
○ Public groups are groups of users/roles/roles & subordinates/other public
groups. Public groups can be used for sharing rules to make it easy to share to a
set group of users.
○ Content Sniffing Protection prevents the execution of malicious files such as
JavaScript or CSS
○ Passwords have a maximum length of 50 characters and the restrictions are not
set in stone. Password history enforcement can be modified to either “No
Passwords Remembered” or up to 24 passwords remembered
○ Usernames must be in the format of an email
○ Delegated Authentication can make the login page private and only accessible
inside a company firewall and it can be configured to use a stronger form of user
authentication
○ You can create and set different business hours in Setup, these hours determine
case escalation rules
○ A Muting Permission Set is a permission set that overrides any other
permission sets a user may have and tells salesforce to disallow any permissions
marked in this set
○ Field-Level Security can affect fields, list views, related lists, reports, and search
results and is controlled by profile assignment
○ A user’s login attempts details can be found on the User Detail section of their
user record, the Login History page, and the Login History related list on their
user record
○ On standard objects, ‘Grant Access Using Hierarchies’ is enabled and cannot be
changed but for custom objects ‘Grant Access Using Hierarchies’ needs to be
enabled if you want users higher in a hierarchy to be able to see/work records
they don’t own
○ If a user is the sole recipient of a workflow email alert they cannot be deactivated
to prevent access, they must be frozen instead
○ A maximum of 10 users can be created at the same time using the Add Multiple
Users page
○ You can change the Salesforce mobile app’s appearance, including the loading
page background color, loading page logo, and header background color, so the
app matches your company’s branding.
○ A Scoping Rule can be used to control the records that users see in list views,
reports, and SOQL, based on selected criteria. Scoping rules are available for all
custom objects and the following standard objects: Account, Case, Contact,
Event, Lead, Opportunity, and Task.
 ○ The Sharing Hierarchy button on a record can be used to view all users who
have access to the record and the reason for the access.
○ Device activation can be bypassed by adding a range of trusted IP addresses

Object Manager & Lightning App Builder

● Business Processes
○ You must have at least one business process created before you create a record
type for an opportunity, case, or lead.
○ There are 4 business process types: sales process, lead process, solution
process, and support process
○ Business Processes are timelines representative of a picklist that capture the
lifecycle of an object
● Object Relationships
○ When a master is deleted in a master-detail relationship, the detail is also deleted
○ In lookup relationships a record and any record related to it can have different
owners, but in a master-detail relationship the records must both have the same
owner
○ The lookup field for a lookup relationship does not have to be required on the
page layout
○ A lookup relationship can be changed to a master-detail relationship only if the
lookup field in all records contains a value
○ Standard objects cannot be the detail in a master-detail relationship, but
Accounts have a cascade setting that deletes the account contact, opportunities,
contracts, activities, notes, and attachments when the account is deleted
○ To have a many-to-many relationship between two objects you need a junction
object with two master-detail relationships, one for each object in the
many-to-many relationship. The junction object is the detail in this relationship.
○ Schema builder shows object relationships and their respective fields
○ Salesforce converts all object relationships to lookups when they are deleted and
if restored this might need to be converted to a master-detail relationship again.
○ The detail record in a master-detail relationship inherits the security settings of
the master record and you cannot set permissions for the detail record
independently.
● Record Types
○ Record types control which business processes, page layouts, and picklist values
are visible to different users.
○ If you need to apply a record type to records created before the record type was
created you will have to use data loader to export your data, add the correct
record type ID to each record and re-import the data.
○ Record types allow you to offer more than 1 page layout and different picklist
values to a user for different business scenarios
○ Record types are only associated to a user’s profile
● Picklists & Field Dependencies
○ Picklists are fields that have a master list of values but can be split into subset
lists to display different selections of values for different record types
○ You can have picklists depend on each other using field dependencies
(controlling and dependent fields)
○ Only checkboxes and picklist fields can be the controlling field in a field
dependency:
○ Only a custom picklist or a multi-select picklist can be a dependent field in a field
dependency
○ Global Value Sets allow a set of picklist values to be defined once and reused by
custom picklist fields.
○ Picklist values on standard fields can be added, deleted, or reordered
○ Picklist fields can have colors set for each value
● Page Layouts
○ Page layouts let you select and organize groups of fields related to an object and
are assigned to profiles.
○ Search layouts can have up to 10 fields specified to be included when doing
things like searches
○ Dynamic Forms allow you to alter visibility of a field, a set of fields, components,
buttons, etc. until a person with a certain profile, permission, or viewing on a
certain device visits the page. This can be used to hide whole sections on a page
layout to different users and is also referred to as Dynamic visibility.
○ You can change the columns and sort order of related lists on an object’s page
layout editor
● Standard Objects
○ Contacts, cases, and opportunities are child objects of accounts by default
○ You can rename standard objects even if you cannot delete them from the
system
● Fields
○ Up to 20 fields can be enabled for tracking on a custom object
○ Dependent lookups allow a lookup to have a filter that references another field on
the same object
■ If a lookup filter is defined on a lookup field it is required that a user can
only pick a value that meets the filter criteria, this makes for a better and
more efficient user experience
○ Formula fields can bring a field’s data from an object to another object and they
can reference fields up to 10 levels away
○ Universally Required Fields
■ Can apply to text, number, and picklist fields
■ Cannot be hidden
■ Is automatically added to all page layouts
○ The steps for adding a new custom field are: choose field type, enter field details,
set field level security, and select page layouts
 ○ Hard Deletion can be used to accelerate the deletion of a custom field in order to
free up custom field allocation space
○ If a custom field has been deleted, the field, its data, and the field history can be
restored within a limited timeframe
■ Custom fields cannot be deleted if there are any references to them
○ You can have up to 25 roll-up summary fields
○ The ‘Field Accessibility’ page can be used to view and make a particular field
hidden for multiple profiles.
● App Launcher
○ The 9 dots in a grid near the top left of salesforce is the app launcher
○ You can get to the App Exchange from the app launcher
● App Menu
○ Allows you to set the order of apps that will show in the App Launcher and set the
visibility of those apps
● App Manager
○ Shows all apps and details about the developer, application type, and lets you
customize/edit an app by opening it in App Builder
● App Builder
○ You can edit App Branding (color/image), the app launcher preview, the app
name, and the app description here
○ When making an app, you have the options of an app page, home page, or
record page
■ The record page option lets you create a new layout / record page for an
existing object
■ Custom record pages must be activated before they can be used
● There is an option in settings to enable ‘Contacts to Multiple Accounts’ and this must be
enabled before you can relate a contact to more than 1 account
○ Once enabled you can remove the existing Contacts related list on the Account
object as the Related Contacts related list will include direct and indirect
contracts
● System Validation checks for required fields, unique fields, and data type. It checks the
records to make sure that their values comply with layout-specific rules, are of valid
formats, and do not exceed the maximum field length.
● Record pages do NOT need to be assigned to profiles as they can be assigned as the
org wide default, as the app default, or as app/record type/profile assignment (which
overrides both org and app default)
● A user needs the ‘Manage Public List Views’ permission either through their profile or
permission sets to be able to publish a list view, otherwise they will be the only user that
can see their custom list views.
○ If a user has this permission they can also edit public list views created by other
users
● System audit fields are special fields automatically generated and maintained by the
system to track various aspects of record and user activity. These fields capture
 information related to the creation, modification, and deletion of records, as well as
details about user activity. These fields are read-only.

Sales & Marketing Applications

● Campaigns
○ Campaign
■ A campaign can have only 1 parent campaign
■ The data import wizard allows adding/updating the statuses of multiple
campaign members at once, it can also add multiple contacts as
members of a campaign
■ A user must have the “Marketing User” feature license option checkbox
checked on their user profile to see campaigns and campaign members
■ Contacts, Opportunities, and Leads can be associated to a campaign
○ Campaign Members
■ Contacts and Leads can be related to campaign members by default
● ‘Accounts as Campaign Members’ must be enabled in setup
before accounts can be used as a campaign member
● These objects can be campaign members: accounts, leads, and
contacts
■ Campaign members can be added from Reports and List Views
○ Campaign Influence
■ The Campaign Influence feature allows you to associate one primary
campaign that has influenced an opportunity by using the Primary
Campaign Source field on the opportunity and if needed you can add
multiple campaigns that have influenced an opportunity to an opportunity
related list.
■ The ‘Active’ checkbox controls which campaigns are considered
‘influential’ towards the Opportunity revenue that Leads/Contacts are
associated with. When a campaign is not active, new Contacts and Leads
are prevented from being added to the Campaign, and therefore excluded
from being counted in the Campaign Influence reports.
● Leads
○ Lead conversion does NOT automatically create an opportunity
○ Web-to-lead limit is 500
○ Lead assignment rules only trigger on record creation
○ To automatically have leads added to Salesforce from LinkedIn three things are
required.
■ A LinkedIn Ad Account needs to be connected to SF to generate leads
from LinkedIn Lead Gen Ads
■ Lead Gen Fields should be specified in Setup with default values
■ A LinkedIn Lead Gen Form must be used after enabling Web-to-Lead
 ○ Lead/opportunity scoring assigns a score based on how valuable/important
Einstein thinks the lead/opportunity is, a high score means important and a low
score means less important.
● Return orders should be done as a reduction order with the original product and quantity
● Account teams and opportunity teams must be enabled before you can use them
● Only accounts, cases, and opportunities can have teams associated with them
● The Sales Path is the section below the Sales Process and the path displays guidance
and some fields that perhaps should be filled out at each stage of the Sales Process
● Forecasts can be shared using the share button at the top of the page
● A Revenue and Quantity schedule should be used if a customer pays for an order that
repeats on a schedule
● A Revenue Schedule should be used if a customer pays for 1 item but is billed on a
schedule
● You can enable Similar Opportunities, this will allow users to find Closed - Won
opportunities that match the attributes of an opportunity they're currently working on, so
they can quickly access information that can help them close their deals.
● There is an opportunity setting that can be enabled to prompt users to add products to
opportunities if there aren’t any on the opportunity record.
● A user can go to ‘My Settings’ and set/change their Default Record Type. This will
ensure that they are not prompted for a record type upon creating records.
● The Users in Assigned Territories related list shows users assigned to the territory
associated with an account

Service & Support Applications

● Cases
○ Web-to-case limit is 5000
○ Only cases have escalation rules
○ Early Triggers being enabled can cause an escalation rule to run slightly earlier
than expected
○ Email-to-case
■ Uses the sender’s email to associate a case with a contact
■ Uses email content to auto-populate case fields
■ Automatically associates email replies and attachments with the case
■ Triggers assignment, auto-response, escalation, workflow rules, and
processes
○ ‘Hide Record Information’ setting on the Web-to-case auto response will hide
data entered into the case if the case creation fails and a failure email is sent
back
○ Question-to-case is an option that can be enabled in settings, it allows pushing a
chatter to a case
○ Case Comment Notification can be enabled to notify contacts when a case
comment has been modified or added to a case
 ○ Enabling Case Feed actions and feed items gives your users access to some
standard actions they’ll need when working with cases, such as Email and
Change Status, and to feed items related to those actions.
■ Chatter feed tracking must be enabled for the case object if case feeds
are enabled
● Emails
○ A working draft of an email is saved every few seconds when writing an email
from a case, but Enable Drafts must be enabled and there can only be one draft
per case
○ A user can preview an email and its merge fields before sending
○ A table can be added to emails and its content can be styled
● Quick text allows users to insert predefined messages like greetings to emails, chats,
tasks, and knowledge articles
● When you create a queue, a view is automatically added to the object’s list page
● You can only use assignment rules on the leads and cases objects and assignment rules
can be used to assign records to owners based on criteria. Assignment rules only run on
record creation and never again.
● You can only have 1 auto response rule assigned to leads and 1 auto response rule
assigned to cases
● The Close Case page layout is used when you have an open case and use the 'Close
Case' button. It provides a short set of required fields you want your users to provide
when the case is being closed.
● Self-Service Community is an option to allow customers to help themselves and to
provide them with information on their cases without the need for service agents being
contacted
● The standard and list price for a product can be listed in more than one currency

Productivity & Collaboration

● Knowledge & Articles
○ Salesforce knowledge is a central information repository that can be used by
employees, customers, and partners to access knowledge articles
○ Salesforce knowledge allows users to write, edit, publish, and archive articles
○ Articles can be attached to cases and you can use the articles related list to track
which article version was attached to a case
○ Data categories can be used on articles to organize articles into groups based
on their topics, they can also be used to control access to categories of articles
○ An article has a rating that is determined by user feedback and frequency of use
○ Category groups are used to group together multiple data categories for a set
purpose. Think of a group called “Customer Service” that contains a bunch of
data categories that are geared towards customer service agents.
○ A Knowledge User feature license must be assigned to a user on their user
record for them to be able to publish articles
● Mobile Salesforce Use
○ Mobile users can use ‘Cards’ to get a personalized experience that allows them
to work on the go. The following cards are available:
■ Pinned Report
■ Recent
■ My Calendar
■ Salesforce Events
■ Tasks
■ Favorites
■ Pinned Lists
○ To get a custom button on the Salesforce Mobile App Action bar you need to
customize Salesforce Mobile and Lightning Experience Actions on the object
page layout
○ Lightning on Tablet gives better performance, rotation between portrait and
landscape mode, and design time previews in the Lightning App Builder
○ Push notifications can be used to notify mobile users of chatter group mentions,
approval requests, and when a task is assigned to a user
● Chatter
○ Enabling Profile Based Rollout for Chatter can allow you to select which profiles
should have access to chatter
○ Chatter access can be controlled from a profile or permission set using the option
‘Enable Chatter’
○ If a user has muted a post, it will be unmuted if they are @mentioned
○ Chatter allows polls to be shared, topics can be selected and added to a post,
and posts can be shared to the user’s chatter profile or groups that the user is a
member of
○ Chatter Group types:
■ Private are listed groups that only group members can see and add
posts, files, and comments
■ Public any user can join
■ Unlisted are more secure than private groups as users cannot ask to join
or see the groups at all in list views, feeds, or search results
○ Chatter Questions allow for questions to be posed to the chatter group and are
available in the chatter feed, groups, and records. The person who asked the
question or the moderator can mark the best answer for a question, this will
appear at the top of the list of answers and have a check mark next to it. Only
one answer can be the best answer.
○ Chatter External licenses allow people from outside the organization’s email
domain to collaborate through chatter
○ Chatter Free licenses provide chatter access to internal company employees but
they have no access to salesforce objects or data
○ Chatter allows a user to add and share details about themselves on their chatter
profile including adding a picture and a banner
 ○ Chatter Feed Tracking provides real-time notification of changes to a particular
record
○ Chatter allows a user to choose to follow individual records
○ If a group is mentioned in Chatter:
■ The record displays in the group records related list
■ The group name that is mentioned becomes a link to the group
■ A group-record relationship record is created
○ Allow Customers setting must be checked to allow customers to participate in a
chatter group
○ Posts can be pinned in a chatter feed to display at the top of the feed
○ Allow Records in Groups setting can be enabled to allow users to add records to
chatter groups
○ The Out of Office feature in a user’s chatter profile allows a user to indicate they
are out of office, this needs to be enabled in settings before it can be used
○ Unlisted Groups can be enabled in chatter settings to allow for chatter groups
that are not public and only viewable to members, a user can have the Manage
Unlisted Groups permission that allows them to manage the unlisted groups
○ Email Digests are rundowns of chatter on salesforce that can be sent to a user
on a weekly or monthly basis. For daily digests, up to the last 50 updates from
the previous day are sent and for weekly digests up to the last 50 updates from
the previous week are sent.
○ The Select Files from Salesforce user profile permission controls whether the
user can upload files from salesforce to attach to a chatter feed or post
○ Salesforce records cannot be added to Chatter groups that allow customers
○ The only quick action that can be performed on a feed item or post is Create New
Task
○ Broadcast Only is a setting that can be enabled in any chatter group, when
enabled only group owners and managers can post to the group. Group
members would only be able to comment on posts.
○ Rich Text
■ Format posts with rich text is a chatter setting that can be enabled
■ Includes bold, italic, underline, bullet, and numbered lists
■ Allows the insertion of a hyperlink or an image to a post
● Einstein Activity Capture (automatically captures emails and events)
○ Einstein Activity Capture automatically captures emails and events from a
connected mail system to the activity timeline of related records in salesforce.
The automatic associations done by Einstein Activity Capture can be manually
overridden on the activity timeline or in the outlook/gmail integration.
○ Einstein Activity Capture settings contain two options to prevent automated email
replies and sensitive emails being shared, these settings are on by default
○ Outlook Integration users with Einstein Activity Capture can
■ Click Manage Associations to change associations between a captured
email and its related records
 ■ Use the email application pane to see an email’s related records and
sharing settings
○ Gmail Integration users with Einstein Activity Capture can add or remove
associations between a captured email and its related records
● Lightning Sync (contacts and events)
○ Lightning Sync lets users sync contacts and events to salesforce but not emails
○ When using Lightning Sync with a mail system, synced contacts cannot be
deleted automatically in the other calendar application and tasks cannot be
synced
○ Lightning Sync has an option to enable Sync Event Series which allows for
repeating events to be synced between outlook and salesforce, this must be
done in Lightning Sync configuration
● Integrations
○ When using Outlook Integration to log emails and create records in Salesforce
■ The Log Email button can be used to relate an email to SF records
■ Users can add the email sender directly to SF by using the ‘Add to
Salesforce’ button
■ New records can be created from the navigation menu of the Outlook
Integration pane
○ Outlook Integration allows users to link related emails to records in salesforce
and access salesforce records from Outlook
○ Enhanced Email with Outlook Integration allows users to add emails to salesforce
records as email objects instead of tasks
○ Enhanced Email allows a user to easily associate emails to relevant salesforce
records while still composing them
○ Email to Salesforce allows users to automatically relate emails to salesforce
records like contacts, leads, and opportunities
● File Sharing
○ When sharing files in SF:
■ Files home can be accessed to share particular files
■ A file can be shared privately with specific people
■ File permissions can be changed by file owners and collaborators
■ A file is shared with the company when it is posted to a profile, record,
public group, or a feed that all users can see
■ File permissions for files shared with people and groups can be ‘Viewer’,
’‘Collaborator’, or ‘Set by Record’. Permissions for files shared to the
company can be ‘Viewer’, ’‘Collaborator’, or ‘No Access’.
○ Files Connect is something that can be set up to allow users to access files from
external data sources
○ Freeze Sharing prevents sharing of a file for all users other than the owner and
the salesforce admin if the admin has collaborator access to the file
● Events
○ The Attendees field can be added to the Event page layout to allow adding of
users, contacts, person accounts, and leads to events
 ■ A user can add a conference room as an attendee to reserve the room
using the resource tab in the attendees section
○ The Repeat checkbox can be added to event page layout to allow repeat events
○ The ‘all-day event’ checkbox can be checked on an event to create an all-day
event
○ Private Events are viewable by the owner and any user with View All Data
permissions
○ Follow-Up Events can be used to follow up on an existing task and it copies
information from the original task to create the event
○ Public Calendars can be used to manage group activities and scheduling of
common events, everyone who shares a public calendar can view, schedule, and
update events on the calendar.
○ Allow Users to Relate Multiple Contacts to Tasks and Events must be
enabled in the Activity Settings page to allow up to 50 contacts or 1 lead on an
event or task. Only the first 15 contacts are displayed on the event / task.
○ When manually logging events from Gmail to salesforce any matching contact
records are automatically selected if salesforce is set up for shared activities and
only non-recurring events can be logged using this functionality
○ You cannot log an event to internal users, but you can have internal users as a
contact on the event
● Activities
○ The activity timeline provides the following capabilities:
■ Look at upcoming and overdue activities
■ Emails can be flagged
■ Activities can be filtered by date range and activity type
■ Upcoming and overdue activities can be sorted by date
○ You can enable activities on custom objects by checking the Allow Activities
checkbox in object settings
○ 1 contact on an activity can be designated as the primary contact
○ Salesforce automatically archives activities that meet certain criteria and once
archived they are included in data export files. Salesforce will not delete archived
activities but users can manually delete them. Archiving activity is a mandatory
function of salesforce.
○ Last Email Sent Date and Last Email Received Date are available for reporting
on activities
○ Roll-Up of Activities to a Contact’s Primary Account can be enabled to have
activities related to contacts displayed on the primary account
● Tasks
○ Tasks can be assigned to up to 200 users
○ The To-Do List component is a default item in the utility bar that allows users to
view, sort, label, and act on their tasks
○ If a user has an overdue task in salesforce they will get a notification on next
login and the overdue task is displayed with its date in red text format
 ○ Tasks will only be created for active members of the group. Tasks can be
assigned to multiple users and groups, if a task is assigned to multiple users or
groups, each active member of the group and all of the users will get a copy of
the task
● Omni-channel routes work requests to the most available and qualified support agent in
the console
● Email Templates must be marked Available for Use before users can use them and user
will require access to the folder it is saved in
● The Create Calendar from Salesforce feature allows calendars to be customized by
applying a list view and a calendar can be created from a custom or standard object
● Dynamic Actions are an option that can be enabled, they allow for action visibility to be
set based on filters such as the value of a field on a record, the device a user is using,
and more. Once Dynamic Actions are enabled the actions available in the highlights
panel of the record page are no longer controlled by the object’s page layout.
● Utility Bars can be created in the App Builder, they give your users a bar at the bottom of
their salesforce with utilities that you have added to the utility bar. These resources can
be things like list views, flows, notes, or links to reference documentation. Utility bars
are only available for desktop users.

Data & Analytics Management

● Data Loader
○ Data loader can schedule nightly import jobs
○ Data loader can import up to 5 million records
○ When importing users using Data Loader, these fields are required: First Name,
Last Name, Username, Email, Alias, and ProfileId
○ Data loader will not prevent duplicates so it is important to have duplicate rules
setup in salesforce before importing
○ Export All option in Data Loader will export all data for an object including records
in the recycling bin and archived activity records
○ The Data Loader checkbox setting ‘Insert Null Values’ can be used to insert or
update fields with null values, otherwise the blank values on a csv will indicate to
SF that those fields don’t need their values updated
● Data Export Service
○ You can set the data export service to automatically export data on a regular
basis with frequency options of weekly or monthly
○ Data export service will automatically send you an email with a link to a zip file of
CSVs containing all your salesforce data including attachments, images, and
documents
○ Can be run manually if needed
○ After a data export is run it is available for download for 48 hours before it is
automatically deleted
● Data Import Wizard
 ○ Data import wizard can only import up to 50,000 records
○ Data import wizard allows you to select if you want to trigger workflow rules and
processes
○ Data import wizard allows you to prevent duplicates by selecting match types to
identify columns like IDs or emails to match records on, this is an advantage over
data loader which does not prevent duplicates
○ Import wizard will only import or update records and cannot be used for data
exporting or deleting data
○ Import wizard only works for the following objects: custom objects, accounts &
contacts, leads, solutions, and campaign members
○ If the owner field is blank when using the import wizard the owner will default to
the person importing the data
● Reports
○ The maximum number of filters on a report is 20
○ You can have up to 5 custom formula fields on a report
○ Standard report types only allow for reports to be created using the WITH
operator
○ If you want to create a report that shows objects with or without a child object,
you must use a custom report type (Accounts With or Without Opportunities)
○ Custom report types also allow you to rename fields, choose which fields to
include in the report type, and select which fields show as columns by default.
○ Up to 4 objects can be linked when creating a custom report type
○ When bucketing fields for a report, you can only bucket text, number, or picklist
fields
○ You can have 5 bucket columns in a report, 20 buckets within each column, and
20 values within each bucket
○ Cross-filters can be used on a report to show only records with or without a child
object (Accounts without Opportunities) and can then have additional sub filters
to specify further (Accounts without Opportunities with Stage not equal to Closed
Won - this would show all accounts that have 0 opportunities or have
opportunities with a stage not equal to closed won)
○ Report subscriptions can be set to trigger based on conditions being met instead
of a schedule
○ Report Highlights can be used to display up to 8 key report metrics in the
headers of the report run page
○ Only Summary or Matrix report types can have charts added to the report
○ Save Hierarchy Level can be selected to modify who you are viewing a report as
in the hierarchy
○ The Run Reports permission must be enabled on a user profile for them to be
able to run reports
○ Joined reports are only able to be exported as formatted reports which means
they can only be exported in xlsx format
○ Newly created custom fields are automatically added to standard report types for
the object
● Dashboards
○ The maximum number of dashboard components is 20
○ You can have up to 3 filters on a dashboard
○ You can have up to 10 dynamic dashboards
○ All users with access to a dashboard’s folder see the same data regardless of
their personal security settings
○ All dashboards have a running user setting, where you can set whose security
settings determine what is displayed, so if you choose an administrator then
everyone who can view the dashboard will see the data the administrator can
view
○ Dynamic dashboards show users data based on their own security settings
○ To use a tabular report as the source report for a dashboard component you must
set the Rows to Display value
○ Component types are charts, gauges, tables, and metrics
■ Gauges are like gas gauges and show different thresholds represented by
colors, you can show total amounts with a gauge

■ Charts are simple data graphs that show ‘pieces of the pie’ where each
piece is a different category, can be pie chart, bar chart, line chart, etc

■ Metric is for when you want to show 1 key value and can be used to show
things like total closed revenue in october
■ Tables shows a table of data similar to a spreadsheet and you can set the
‘Maximum Values Displayed’ to limit the amount of rows shown to users
■ Dashboards are refreshed when either a user clicks the refresh button or
at a refresh frequency set per dashboard of daily, weekly, or monthly
● 3 ways to export or backup data are reports, data loader, and data export service
● Deleted records are stored in recycling bin for 15 days
● Imports will fail for a record if the data for the record doesn’t meet data validation
requirements
● Duplicate management is available for accounts, contacts, leads, and custom objects
● Contradicting validation rules for the same field will cause users not to be able to save
the record.
● Validation rules can be used to make a field required if another field is filled in, this is a
good way to not have a field required on record creation but on record updates over
time.
● Validation Rule Fields show users an error message or an error condition formula when
a field fails a validation rule
 ● The Mass Update tool should be used when data is inconsistent or needs to be
changed on a large scale
● The Mass Transfer tool can be used to transfer multiple accounts, leads, service
contracts, and custom objects from one user to another
○ When mass transferring accounts you can choose to do the following in the same
transaction:
■ Transfer opportunities
■ Transfer cases
■ Keep account team
■ Keep opportunity team on all opportunities
● Fields marked as ‘Unique’ during field creation require that all values in records be
unique for this field, but you must also specify whether case sensitivity matters using a
separate option available during field creation.

Workflow/Process Automation
● Workflows
○ Workflow Rules & Approval Processes have the following possible actions: Field
Update(s), Task(s), Email Alert(s), and Outbound Message(s)
○ A workflow can have up to 20 actions
○ Process builder cannot do outbound messages whereas workflows can
○ You cannot control the order actions are executed in a workflow and they will
always execute in FTEO order
○ Workflows can only be evaluated with one of the 3 criteria:
■ Created
■ Created, and every time it’s edited
■ Created, and any time it’s edited to subsequently meet criteria
○ The only record type that can be created from a workflow is a task
○ Workflows can only update parent record fields, they cannot update child record
fields
○ When a time-based workflow is pending it can be found in the Time-Based
Workflow Queue
■ Time-dependent workflows will be removed from the workflow queue if
the record no longer matches the rule criteria or if the action is deleted
from the workflow queue
○ When a user triggers a workflow through a record update that user is recorded as
the one performing the workflow actions
○ Workflow Rules do not trigger validation rules
● Process Builder
○ Process Builder is the visual flow diagram tool for automation and it has the
following actions available:
■ Create a record (any object)
■ Update records (on record or related records)
 ■ Send email
■ Post to Chatter (feed, chatter group, or the record that started the
process)
■ Send custom notifications
■ Use a quick action (object-specific or global action to create a record,
update a record, or log a call)
■ Submit for approval
■ Launch a flow
■ Launch a process (launch a process to execute actions based on the
updates you made with the previous process)
■ Call Apex
■ Manage Quip documents (create new documents, edit existing, move to a
folder, attach to a record)
○ You CAN control the order actions are executed in process builder
○ Process builder can create records beyond tasks and are more powerful than
workflows
○ Process builder can update any record provided it is related to the record that
triggered the process
○ You can have 50 versions of a process but only 1 can be active at a time.
Versions can have the same names
○ Processes can be launched from record changes, another process, or when a
platform event occurs (other tool messaging the system)
○ Admins will receive an email alert if a user who starts a process becomes
inactive or scheduled actions fail
○ A process can have multiple scheduled actions, but like workflows they cannot
have scheduled actions if using the “evaluate every time record is edited” is
chosen
● Flows
○ The future of salesforce and do everything Process Builder and Workflow Rules
can do and more, if given an option between process builder and flow always
choose the flow option.

○ Flow trigger options:

 ■ Autolaunched - invoked by Apex, processes, API, and more. Runs in the
background
■ Screen Flow - Guides a user through a business process and can be
launched from the utility bar or other buttons
■ Schedule-Triggered - runs on a repeating schedule like every monday at
8am
■ Platform Event Triggered - launches when a platform event message is
received
■ Record Triggered (criteria based)
● Record-triggered flows can support scheduled paths that can be
configured to be run at a scheduled time. This allows you to do
things like email reminders that an open case hasn’t been worked.
● Can be triggered on: record deletion, creation, updates, and
created or updated
○ Elements is just a word for things that can be added to the flow diagram
■ Decision elements can be used to evaluate if-then-else scenarios before
performing an action.
○ Flows can delete records, workflow rules and processes cannot
○ When creating a flow, you can use the Free-Form layout which lets you move
elements around freely or you can use the Auto-Layout so the system puts
elements in a logical diagram that’s generally easier to read
○ Resources are variables that we can create to store a value and can be used
repeatedly in the flow
○ Connectors are the paths that connect elements
○ The Debug of a Flow allows you to test the flow with test data to see what paths
a flow does and what actions it takes
■ You can specify a user to run the flow as
■ You can run it in rollback mode where the changes you make will be
undone by the flow
● SF runs global rules in the following execution order on save:
○ Validation Rules
○ Assignment Rules
○ Auto-Response Rules
○ Workflow rules
○ Processes (Flow/Process Builder)
○ Escalation Rules
● Up to 5 additional email addresses can be added to an email alert if the email addresses
are not contacts or users
● There are two types of Apex triggers, before and after. The before triggers are used to
update/validate record values before they’re saved to databases. The after triggers are
used to get values from a record after it's saved to the database and update or change
other records.
● Approval Processes
 ○ There is an option to have things approved through email by responding
approved or yes
○ Approvals can be done through chatter & mobile
○ There is an option to allow administrators and the currently assigned approver to
edit records during the approval process
○ At each step of an approval process, you can have an FTEO action occur, this
includes on initial submission
● Big Deal Alerts are only available for opportunities and they send off emails when an
opportunity hits a certain threshold on creation or update

Trailhead live videos watched:

(https://trailhead.salesforce.com/live/videos all of the videos are from Caitlin Nguyen)

● Admin Certification Prep and Exam Day Tips

● Preparing for Your Admin Certification: Profiles
● Preparing for Your Admin Certification: Lead Conversion
● Preparing for your Admin Certification: Products and Price Books
● Preparing for Your Admin Certification: Dashboards, Running User, Subscribing and Scheduling
Reports
● Preparing for Your Admin Certification: Standard vs Custom Report Types and Folders
● Salesforce Reports, Cross Filters and Bucketing
● Preparing for Your Admin Certification: Exceptions: Sharing Rules, Teams and Manual Sharing
● Preparing for Your Admin Certification: Organization-wide Default Settings and Role Hierarchy
● Preparing for Your Admin Certification: Profiles and Permission Sets
● Preparing for Your Admin Certification: Reporting: Standard vs Custom Folders
● Salesforce Approval Processes
● Preparing for Your Admin Certification: Automation: Workflow Rules and Approval Processes
● Preparing for Your Admin Certification: Process Builder
● Preparing for Your Admin Certification: Standard and Custom Objects: Standard Object
Relationships and Related Records
● Preparing for Your Admin Certification: Standard and Custom Objects: Page Layouts, Record
Types, and Business Processes
● Preparing for Your Admin Certification: Assignment Rules and Queues
● Preparing for Your Admin Certification: Automation: Escalation Rules
● Preparing for Your Admin Certification: Web-to-Lead and Case, Auto Response Rules,
Email-to-Case
● Preparing for Your Admin Certification: Data Management: Data Import Wizard
● Preparing for Your Admin Certification: Data Management: Data Export Service and Backup
Options
● Change Management in Salesforce
● Salesforce Knowledge Management
Other Videos Watched

Salesforce Now YouTube series

(https://www.youtube.com/watch?v=451E-WPC4F8&list=PL172fFLnzQLD13rt5oSVsVjWH-u4T9ANF)

Salesforce Workflow/Process video (https://www.youtube.com/watch?v=byZfl9-SGIU)