Release Notes Winter ’04

Major Announcements
Dashboards ............................................................ 2
Workflow Automation ............................................... 8
Advanced Page Layout Wizard ................................... 12
Dynamic Page Layouts and Field-Level Security ........... 14
Team-Based Account Management ............................. 20
Automated Response Management ............................. 22
Report Charting Engine ............................................ 24
Translation Workbench ............................................. 26
Localized Account, Contact, and Lead Names ............... 29
Redesigned Setup Area ............................................ 30
Stay-in-Touch Relationship Builder ............................. 34
Enhanced Web Integration Links ................................ 37

sforce 2.0 Major Enhancements

sforce Web Services Enterprise API ............................ 39
sforce Object Query Language ................................... 39
sforce Custom Objects ............................................. 40

Addit i onal Enhancements

Cases .................................................................... 42
Competitors ............................................................ 42
Custom Fields and Picklist Values ............................... 42
Documents ............................................................. 42
Email and Mail Merge Templates ................................ 43
Merge Fields ........................................................... 43
Opportunities .......................................................... 44
Org Charts .............................................................. 45
Products ................................................................. 45
Reports .................................................................. 45
Role Hierarchy ........................................................ 45
Search ................................................................... 45
Session Timeout ...................................................... 46
Setup Audit Trail ...................................................... 46
Sharing .................................................................. 46
Users and Permissions .............................................. 47
Weekly Export ......................................................... 47
Dashboards
The new Dashboards tab gives your organization a centralized place to view
Available in: Professional, Enter- and create visual representations of your custom report data. Consolidate
prise, and Developer Editions your projected pipeline, outbound communication, and product demand
reports into a single dashboard. Then, make this dashboard available to
anyone with access to the folder that contains it.
See Also:
What is a Dashboard? on page 2
Displaying Dashboards on page 3
Creating and Editing Dashboard Properties on page 3
Editing Dashboards on page 4
Dashboard Properties on page 4
Adding Dashboard Components on page 5
Refreshing Dashboard Data on page 6
Printing Dashboards on page 7
Deleting Dashboards on page 7

IMPLEMENTATION TIPS
• All users of Professional, Enterprise, and Developer Editions who have
the "Modify All Data" or "Edit Public Reports" permission will
automatically get the "Manage Dashboards" permission.
• Give the "Manage Dashboards" permission to any user that will be
responsible for creating, editing, or deleting dashboards.
• The Dashboards tab displays automatically for all organizations using
Professional, Enterprise, and Developer Editions. If your Dashboards tab
is not visible, customize your display to show it.

BEST PRACTICES
• For best results, create dashboard components out of summary or
matrix reports, not standard reports.
• Create special report folders to contain your customized reports that are
designed for dashboards.
• A dashboard displays all the data available to the user selected when
creating the dashboard. If the dashboard data is confidential, store the
dashboard in a dashboard folder that is only shared to its intended
audience.

HOW TO USE DASHBOARDS

What is a Dashboard?
Dashboards give you a real-time snapshot of corporate metrics and key
performance indicators. A dashboard is a group of different charts (or
components) that graphically display your custom report data. You can
select up to 20 different custom reports to display data graphically as
charts in each dashboard. You can position each dashboard component in
one of up to three columns.
Administrators and users with the "Manage Dashboards" permission can
create, edit, and delete dashboards. Users without "Manage Dashboards"
permission can view dashboards stored in folders that they can view.

page 2 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
Displaying Dashboards
Clicking on the Dashboards tab displays the dashboard you most recently
viewed. If this is your first visit to the Dashboards tab, the most recently
created dashboard displays. The dashboard data is as current as the As of
date displayed at the top of the dashboard.
• To view a different dashboard, choose a dashboard from the dashboard
list. This drop-down list includes dashboards in all dashboard folders to
which you have access.
• Click Edit to make any changes to the dashboard.
• Click Refresh to update the data in the dashboard.
• Click Go To Dashboard List to view a list of your dashboards.
• For certain types of charts, click the dashboard component to view the
report details used to create it.

Creating and Editing Dashboard Properties

Administrators and users with the "Manage Dashboards" permission can
create, edit, and delete dashboards.
Before you begin, create the custom reports that include the data you
would like to display in dashboards. Custom reports for dashboards are no
different than any other custom report you create except you must
summarize or group data for best chart results. Be sure to store reports in a
public folder. See Customizing Reports in the online help for instructions on
creating custom reports.
1. Click the Dashboards tab.
2. Click Go To Dashboards List.
3. Click New Dashboard to create a new dashboard.
To modify properties for an existing dashboard, click Edit next to the
dashboard name and choose Edit Properties.
4. Select a folder where you want to store the dashboard.
5. Enter a title and description for the dashboard.
6. Choose a user to apply that user’s security settings to the dashboard. If
you have the "View All Data" permission, you can choose a different
user. If you do not have the "View All Data" permission, you can only
choose yourself.

NOTE
The user selected in this step determines the dashboard’s level of
access to data. This bypasses all security settings, giving all users
who can view the dashboard access to data they might not be able
to see otherwise.
7. Select the number of columns for this dashboard. Each dashboard can
have up to three columns.
8. Choose a text color and size for the dashboard chart titles.
9. Choose a text color and size for the text in the chart.
10. Choose a background option for the gradient color on the charts, and
then select the two colors for the gradient. If prefer your background to
be all one color or do not want a gradient design, select the same color
for both Starting Color and Ending Color.
11. Click Save.
12. Edit the dashboard to organize the dashboard layout and add
components to display custom report data. See Editing Dashboards on
page 4.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 3
Editing Dashboards
Dashboards consist of up to three columns of different dashboard
components. Each component is a chart that represents data from one of
your custom reports.
If you are creating a dashboard:
1. Click Add Component from the top of any column to add a component
to that column. See Adding Dashboard Components on page 5 for
instructions on creating new dashboard components.
2. Click any Column Size option from the top of the column to change
the width of it.
3. Move the new component to another column using the appropriate
arrow at the top of the component. These buttons may be disabled
depending on the component’s current location.
4. Click Edit at the top of the new component to change its attributes, if
necessary.
5. Click Edit Properties to change the attributes of the dashboard. See
Creating and Editing Dashboard Properties on page 3 for more
information.
6. Click Done. All changes are saved to the dashboard as you make them.
If you are editing a dashboard, you can also:
• Refresh Dashboard Information - Click Refresh to update the data
in the dashboard. See Refreshing Dashboard Data on page 6 for more
information about refreshing your data.
• Delete Dashboard Components - Click Delete at the top of any
dashboard component to delete that component from the dashboard.
• Editing Dashboard Components - Click Edit at the top of any
dashboard component to make changes to it.
• Display Dashboards - Click Go To Dashboard List to view a list of
your dashboards.
• For certain types of charts, click the dashboard component to view the
report details used to create it.

Dashboard Properties
Below is a description of the properties in alphabetical order that are stored
for each dashboard.

Field Description
Background Fade Indicates how gradient colors are dispersed.
Direction
Dashboard Indicates the number of columns in the
Layout Style dashboard.
Description A description of the dashboard that helps other
users locate it.
Ending Color The color used at the end of the gradient design
in the chart background fade.
Folder A place to store the dashboard
Running User The user’s security settings to apply to the
dashboard. Whatever data this user can see will
be available to everyone who views the
dashboard.
Starting Color The color used at the beginning of the gradient
design.

page 4 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 Field Description
Text Color Color of the text on each chart within the
dashboard.
Text Size Size of the text on each chart within the
dashboard.
Title The heading of the page that displays all the
components in the dashboard.
Title Color Color of the titles on each dashboard component.
Title Size Size of the font for the titles of each dashboard
component.

Adding Dashboard Components

Add up to 20 dashboard components to your dashboards. The components
contain the data from your custom reports represented in a chart format.
To add a dashboard component while editing a dashboard:
1. Click Add Component from the top of any column.
2. Choose the type of component. See the online help for examples of
chart types.
3. Enter a header to display at the top of the dashboard component.
4. Enter a footer to display at the bottom of the dashboard component.
5. Choose a unit of measurement in which to display your chart totals.
6. Make the appropriate chart settings:
• If you chose chart as your type of component, select a chart type.
See the online help for examples of chart types. Enter the chart
settings described below:

Chart Setting Description

Chart Type Choose a type of chart to display your data.
Title Enter an identifying name for the chart.
Sort By Choose a sorting element to determine what
element you want displayed first in the
horizontal axis of any horizontal chart or the
vertical axis of any vertical chart.
Maximum Values Enter the maximum number of elements to
Displayed include in the horizontal axis of a horizontal
chart or vertical axis of a vertical chart. For
example, if you want to list only your top 5
salespeople, create an opportunity report that
lists total opportunity amounts by owner and
enter 5 in this field.
Legend Choose where you want the legend displayed
Position with respect to the chart.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 5
 • If you chose table as your component type, enter the table settings
below:

Table Setting Description

Sort By Determine if you want table elements sorted
by their labels or values and if you want them
in ascending or descending order.
Maximum Values Enter the maximum number of elements to
Displayed include in the table. For example, if you want
to list only your top 5 salespeople, create an
opportunity report that lists total opportunity
amounts by owner and enter 5 in this field.

• If you chose metric as your component type, enter a metric label to

describe the value displayed. A metric displays the grand total of a
custom report following your label for that value.
• If you chose gauge, define the three colors that you want to
represent low, medium, and high from left to right on your gauge.
Then, choose the range of values to represent each color. For
example, if red is your left-most color representing low on the
gauge, you can set the needle to point to the red zone of your gauge
if the grand total of your report is between 0 and 1,000,000. In this
example, enter 0 as your Minimum Value and 1,000,000 as your
Breakpoint #1 Value. Enter the gauge settings below:

Gauge Setting Description

Minimum Value The lowest value on the gauge.
Low Range The color representing the left section of the
Color gauge. This section spans from the Minimum
Value to the Breakpoint #1 Value.
Breakpoint #1 The value that separates the left-most color
Value from the middle color on the gauge.
Medium Range The color representing the middle section of
Color the gauge. This section spans from the
Breakpoint #1 Value to the Breakpoint
#2 Value.
Breakpoint #2 The value that separates the middle color from
Value the right-most color on the gauge.
High Range The color representing the right section of the
Color gauge. This color spans from the Breakpoint
#2 Value to the Maximum Value.
Maximum Value The highest value on the gauge.

7. Choose a custom report to provide the data for the dashboard

component.
8. Click Save.

Refreshing Dashboard Data

Each dashboard displays an As of... field at the top right corner of the
dashboard. The data in your dashboard is as current as this date and time.
Salesforce.com automatically refreshes your dashboard data several times
a day. Click Refresh to replenish your dashboard data with the data from
the most recent automatic refresh.

page 6 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
Printing Dashboards
Print dashboards using your browser’s print option. Set the paper
orientation to print in landscape format so that it is wide enough for all
three columns of dashboard components. You may have to resize your
columns and remove the browser-imposed headers and footers.

Deleting Dashboards
Deleting a dashboard deletes all the dashboard components within it. It
does not delete the custom reports used by the dashboard components.
To delete a dashboard:
1. Click the Dashboards tab.
2. Click the Go To Dashboards List link.
3. Display the folder where the dashboard is stored.
4. Click Del next to the name of the dashboard.
To delete a dashboard component:
1. Select the dashboard.
2. Click Delete just above the dashboard component you want to delete.

NOTE
Deleted dashboards do not get stored in the Recycle Bin.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 7
Wor kf low Au toma t ion
In a fast-paced organization, your efficiency depends on your ability to
Available in: Enterprise and standardize on internal operations. You need to keep each member of your
Developer Editions team on top of the latest changes to your information.
Now, set up salesforce.com to automate your internal business processes
and liberate your sales force to move quickly on sales operations.
To get started, create workflow rules that trigger workflow tasks or
workflow alerts. When your users create or save records, salesforce.com
puts your workflow rules into action.
See Also:
Managing Workflow on page 8
Managing Workflow Rules on page 9
Managing Workflow Alerts on page 10
Managing Workflow Tasks on page 11

IMPLEMENTATION TIPS
• Users with the "Customize salesforce.com" permission can create
workflow rules, workflow tasks, and workflow alerts.
• No need to change your existing email templates to associate them with
workflow alerts.
• Check Notify Assignee when editing a workflow task to notify users
that workflow has assigned a task to them.

BEST PRACTICES
• Store all your email templates for workflow alerts in a folder designated
for workflow alerts.
• Begin each workflow task subject with the same notation to distinguish
them from other tasks.
• To save time, create reusable workflow tasks and workflow alerts.
Associate your workflow tasks and workflow alerts with more than one
rule by clicking on the Select Tasks and Select Alerts buttons on the
rule detail page.
• Use workflow tasks and alerts wisely to avoid "spamming" your users
with too many emails.
• We recommend that you test your workflow rules after you set them up
but before any records can trigger them. To test workflow rules, set up
a rule with an additional criteria entry that other users will not trigger.
For example, the additional rule entry can trigger when Description
contains "test workflow."
• Please note that your lead assignment rules can affect workflow rules. A
user creating a lead that gets assigned to a queue through lead
assignment rules must have access to that queue to trigger a workflow
rule.

HOW TO USE WORKFLOW

Managing Workflow
Your sales, support, and marketing teams operate more efficiently with
standardized internal procedures and automated business processes. Set
up salesforce.com to automatically send email alerts or assign tasks based
on your organization’s workflow.

page 8 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 Begin by designing workflow rules and associating them with workflow
tasks or workflow alerts. When changes to a record meet the conditions in
your workflow rule, salesforce.com sends any associated alerts or assigns
any associated tasks.

Basic Concepts
Workflow Alerts are emails generated by a workflow rule using an email
template. The emails are sent to designated recipients, either
salesforce.com users or others, whenever specific business actions trigger a
workflow rule. See Managing Workflow Alerts on page 10 to get started
using workflow alerts.
Workflow Tasks are like task templates, containing the information a
workflow rule uses to assign a task to specified users whenever specific
business actions trigger the rule. Workflow tasks provide the Subject,
Status, Priority, and Due Date for the tasks a rule assigns. See
Managing Workflow Tasks on page 11 to get started using workflow tasks.
Workflow Rules use workflow alerts and tasks when their designated
conditions are met. See Managing Workflow Rules on page 9 to get started
using workflow rules.

NOTE
Workflow rules can be triggered any time a record is saved or
created.

Managing Workflow Rules

Workflow rules help keep your business running smoothly by sending
emails and assigning tasks based on your business processes. Workflow
rules put workflow alerts and workflow tasks into action when their
designated criteria are met. Design workflow rules with the business
conditions that you want to trigger the associated workflow alerts and
tasks. Associate each workflow rule with workflow alerts, workflow tasks, or
both.

NOTE
Any changes you make to records while using Offline Edition will be
evaluated by workflow rules when you sync. In addition, changes
made while using Wireless Edition will be evaluated in real-time by
workflow rules. Anything generated by an import, lead conversion,
or Intellisync for salesforce.com will not trigger workflow rules.

Creating Workflow Rules

Create workflow rules and then associate them with your workflow tasks or
workflow alerts. To create your workflow rules:
1. Click Setup | Customize salesforce.com | Workflow | Workflow
Rules.
2. Click New Rule.
3. Choose a type of record and click Next. Workflow rules can only be
associated with workflow tasks of the same type.
4. Enter a rule name.
5. Enter a description for the rule.
6. Check Active to begin firing the rule after you save it.
7. Choose an evaluate option:
• Evaluate this rule for new records only ignores updates
to existing records.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 9
 • Evaluate this rule for new and existing records
includes new records and updates to existing records.
8. Select your rule criteria. See Entering Filter Criteria in the online help
for more information on using filter criteria.
9. Click Save. Next, associate the workflow rule with workflow tasks,
workflow alerts, or both.
• Click Select Tasks to associate an existing task with this rule.
• Click New Task to create a task and associate it with this rule. The
type of record associated with the new task will match the type for
the selected rule. See Creating Workflow Tasks on page 11 for more
instructions on creating workflow tasks.
• Click Select Alerts to associate an existing alert with this rule.This
option may not be available depending on the Rule Type. Activity
workflow rules can only be associated with workflow tasks.
• Click New Alert to create an alert and associate it with this rule. See
Creating Workflow Alerts on page 10 for more instruction on
creating workflow alerts. This option may not be available depending
on the Rule Type. Activity workflow rules can only be associated
with workflow tasks.
• Click Edit next to any associated workflow task or alert to make
changes to it.
• Click Remove next to any associated workflow task or alert to
remove its association to the rule. This does not delete the task or
alert.

NOTE
If a record triggers a workflow rule, it does not re-trigger that rule
each time it is saved even though it continues to meet the rule
criteria. However, a record that already triggered a rule, then fell
below the threshold, can trigger a second alert if it crosses that
threshold again. The only exception to this is when the Evaluate
this rule for new records only option is selected, which tells
the rule to ignore updates to existing records.

Managing Workflow Alerts

Workflow alerts are similar to email templates in that they contain the
standard text and list of recipients for an email. However, workflow alerts
are specifically designed to be associated with a workflow rule. Workflow
alerts are emailed to designated recipients whenever specified business
conditions trigger the workflow rule.

Creating Workflow Alerts

Create workflow alerts before creating the workflow rules that use it. To
create your workflow alerts:
1. Click Setup | Customize salesforce.com | Workflow | Workflow
Alerts.
2. Click New Alert.
3. Enter a description for this alert.
4. Choose an email template.
5. Select the type of recipient and choose from the list displayed. Select
an entry in the list of Available Recipients and click Add to add that
entry to the list of Selected Recipients.
6. Enter up to 5 additional email addresses.
7. Click Save.

page 10 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
Managing Workflow Tasks
Workflow tasks determine the details of a task that workflow rules assign.
You can create workflow tasks and associate them with workflow rules.
When the business conditions for that workflow rule are met, the rule
assigns tasks to designated users with the selected Subject, Status,
Priority, and Due Date of the workflow task.

Creating Workflow Tasks

Create workflow tasks before creating the workflow rules to use it. To
create your workflow tasks:
1. Click Setup | Customize salesforce.com | Workflow | Workflow
Tasks.
2. Click New Task.
3. Select a type of record and click Next. Remember workflow tasks can
only be associated with workflow rules for the same type of record.
4. Select an assignee. An assignee can be in the form of a user, role,
record owner, sales team role, or account team role.

NOTE
If the assignee of a workflow task is set to owner and the owner of a
lead or case record is a queue, the person who triggered the rule is
assigned the task.
5. Enter a subject for the task.
6. Choose a due date, status, and priority. Due dates appear in the time
zone of the assignee.
7. Check Notify Assignee to send an email notification when the task
is assigned.
8. Enter any comments to add to the task.
9. Click Save.

NOTE
You may notice that all your tasks include Created By field. For
workflow tasks, this field contains the name of the person who saved
the record that triggered the rule to assign the task.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 11
Advanced Page Layout W i z a rd
With this release, creating and managing page layouts is greatly simplified
Available in: All Editions for administrators with a new, intuitive wizard. This also allows for better
organization and usability of salesforce.com pages.
• Customizable page sections
Administrators can now create an unlimited number of sections on a
page layout and choose whether or not to display each section heading
on the detail and edit pages. This will make it easy for companies to
organize information in a logical manner.
• Drag-and-drop layout wizard
Using a new drag-and-drop interface, administrators can configure the
entire layout from one setup page by dragging-and-dropping sections,
fields, web integration links, and related lists onto a page layout. Page
previews are available for both the detail and edit pages.
See Also:
Setting Page Layouts on page 13

IMPLEMENTATION TIPS
• Your existing page layouts have not been changed in any way. Now you
simply have an easier wizard for updating the page layouts whenever
needed.
• Create custom page sections to organize sets of fields that are specific
to certain users. This is especially important in Personal, Team, and
Professional Editions where all users have the same page layout for each
tab.
For example, you can create a "Small Business" page section on
accounts to hold those custom fields that are specific to your small
business team.
• In the scrolling box of available fields in the page layout wizard,
remember to click Next Page to view all of your fields. The box only
displays 20 items at a time. If you have more fields, they will be
displayed on separate pages within the box.

BEST PRACTICES
• Always Preview the detail and edit pages before saving your page
layout. This allows you to see how the pages will look for your users.
• Remember to click Save when you are finished modifying the page
layout. If you inadvertently click one of the setup navigation links before
clicking Save, your changes will not be saved.
• We recommend that you do not delete any of the standard page sections
supplied by salesforce.com. These page sections are translated for
international users and if you delete the section, all translations will be
lost.
Instead of deleting a section, you can simply remove all the fields from
it. The section will not display to your users but it will still be available if
you choose to add it back later.

page 12 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
HOW TO USE PAGE LAYOUTS

Setting Page Layouts

Administrators, and users with the "Customize salesforce.com" permission,
can customize the page layouts for record detail and edit pages and Self-
Service portal pages. Page layouts control the layout and organization of
fields, web integration links, and related lists. They also help determine
which fields are visible, read-only, and required.
To customize your organization’s page layouts:
1. Select Setup | Customize salesforce.com, select the appropriate
activity or tab link, and choose the Page Layouts link.
2. In Enterprise and Developer Edition organizations, select a layout
name.
3. Click Edit to modify the page layout.
4. To arrange fields, web integration links, and related lists on the layout,
select one or more items and drag them to the desired location.
• Use Ctrl+click to select multiple items individually.
• Use Shift+click to select multiple items as a group.
• Items that are not in the page layout are displayed in the scrolling
box on the right-hand side.
5. To set which fields are required and read-only, select one or more fields
and click Edit Field Properties.
• The field properties of some standard fields cannot be changed.
• Fields marked as read-only are always editable by administrators
and users with the "Edit Read Only Fields" permission.
• If you make a picklist field read-only, all new records will contain the
default value for that picklist.
• If you mark the opportunity Probability field as read-only, the
Probability value will still be updated automatically when a user
changes the Stage value of an opportunity.
6. To organize the page using sections, click Edit next to an existing page
section, or click Create New Section to create a new page section.
• Enter a name for the section. Note that names of some standard
page sections cannot be changed.
• Set whether the section should have one or two columns.
• Set the order in which users will be able to tab through the items in
that section.
• Set whether the section name should be shown on the detail and edit
pages.
7. Select the Overwrite users’ personal related list
customization to apply the related lists in the page layout to all
users, even if they have already customized their display.
8. Click Preview to review the page layout. From the preview in
Enterprise and Developer Editions, select a profile to see how the pages
will look for users with different profiles.
9. Click Save to finish.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 13
D y namic Pa ge Layouts and F i eld-L e vel S ecur i t y
Different business situations require you to collect and track different sets
Available in: Enterprise and of information. For example, your sales team may need to track different
Developer Editions information depending on whether an opportunity is an internal deal or a
partner deal. Or you may require different lead qualification data based on
a prospect’s product interest. Or you may be using salesforce.com cases to
track product complaints, billing inquiries, or internal IT trouble tickets.
In addition, different types of users may need access to different sets of
fields. For example, you may have customer billing fields that salespeople
need to view but only the Finance team should be able to modify.
Now you can set up different page layouts and field accessibility depending
on the business situation and the user’s profile, so your users can collect
exactly the information required without having their screens cluttered with
irrelevant fields.
• Record types
Since the last release of salesforce.com, companies can define different
“Record Types” for different business situations (record types can be set
up for accounts, contacts, campaigns, leads, opportunities, cases,
tasks, and events). For each record type, companies can establish
different sets of picklist values for all picklist fields.
• Page layouts based on record type and profile
With this release, you can also assign a different page layout to each
record type; for example, each record type can now have a different set
of displayed fields, different fields identified as “required” or “read
only,” different arrangements of fields, as well as different related lists
and Web integration links. As a result, page layouts need not be based
only on profiles but a combination of profile and record type.
• Field accessibility view
A new field accessibility view allows you to see at a glance the access to
different fields (displayed, required, read only, or hidden) for each
combination of profile and record type.
See Advanced Page Layout Wizard on page 12 for information about
customizing page layouts in Personal, Team, and Professional Editions.
See Also:
Overview of Page Layouts and Field-Level Security on page 15
Setting Field-Level Security on page 16
Setting Page Layouts on page 16
Assigning Page Layouts on page 17
Checking Field Accessibility on page 18

IMPLEMENTATION TIPS
• Before setting your page layouts and field-level security, plan which
fields you want users to be able to view or edit, which fields you want
required for each tab, and how you want the pages to display for users.
• Customizing page layouts and setting field-level security requires only
the "Customize salesforce.com" permission.
• You need the "Manage Users" permission to assign page layouts to users
based on their profile and record type.
• You need the "Customize salesforce.com" and "Manage Users"
permissions modify the access for specific fields via the field accessibility
grid.
• Set field-level security to restrict users’ access to fields, and use page
layouts primarily to organize detail and edit pages. This helps reduce the
number of page layouts for you to maintain.
• Use the same page layout for all profiles for a specific record type.

page 14 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
BEST PRACTICES
• Click Preview while editing a page layout to see how the page will look
for users with different profiles. This preview includes any extra field
security set in field-level security.
• To see why users can or cannot access a field, view the field accessibility
- go to Setup | Customize salesforce.com, select a tab, click Fields,
select a field, click View Field Accessibility. Hover over any field
access setting to view the cause - page layout or field-level security.
Then click the setting to modify.

HOW TO USE PAGE LAYOUTS AND F IELD-LEVEL SECURITY

Overview of Page Layouts and Field-Level Security

Use page layouts and field-level security to control the layout and
organization of salesforce.com detail and edit pages as well as the access
that users have to certain fields.

Page Layouts
• Control the layout and organization of detail and edit pages
• Control which fields, related lists, and web integration links users see on
detail and edit pages
• Determine whether fields are visible, read-only, or required on detail and
edit pages
• In Personal, Team, and Professional Editions, control which fields users
can access in related lists, list views, reports, Offline Edition, search
results, email and mail merge templates, web integration links, and
when synchronizing data

Field-Level Security
• Available in Enterprise and Developer Editions only
• Restrict users’ access to view and edit fields
• Override any less-restrictive field access settings in page layouts
For example, if a field is required in the page layout and read-only in
the field-level security settings, the field-level security overrides the
page layout and the field will be read-only for the user.
• Control which fields users can access in related lists, list views, reports,
Offline Edition, search results, email and mail merge templates, web
integration links, and when synchronizing data

Managing Page Layouts and Field-Level Security

Setting page layouts and field-level security consists of the basic steps
listed below.

For Enterprise and Developer Editions

1. Create any custom fields and web integration links; see the online help
for more information.
2. Create any custom profiles; see the online help for more information.
3. Create record types for different business scenarios; see the online help
for more information.
4. Assign which record types are available to users with different profiles;
see the online help for more information.
5. Set the field-level security for each profile to restrict users’ access to
specific fields; see Setting Field-Level Security on page 16.
6. Define page layouts to organize your pages; see Setting Page Layouts
on page 16.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 15
 7. Assign page layouts to users based on profiles and record types; see
Assigning Page Layouts on page 17.
8. Check the field accessibility grid to verify that all field access settings
are correct; see Checking Field Accessibility on page 18.

Setting Field-Level Security

Administrators, and users with the "Customize salesforce.com" permission,
can define which fields users can access in salesforce.com. Field-level
security settings let administrators restrict users’ access to view and edit
specific fields on detail and edit pages and in related lists, list views,
reports, Offline Edition, search results, email and mail merge templates,
web integration links, and when synchronizing data.
The fields that users see on detail and edit pages are a combination of page
layouts and field-level security settings. The most restrictive field access
settings of the two always apply. For example, if a field is required in the
page layout and read-only in the field-level security settings, the field-level
security overrides the page layout and the field will be read-only for the
user.
You can define field-level security from a profile or from a particular field.
1. To set field-level security for all fields on a particular profile:
a. Select Setup | Manage Users | Profiles.
b. Select a profile to change the field access for users with that profile.
c. In the Field-Level Security section, click View next to the tab you
want to modify, and click Edit.
Alternatively, set field-level security for a particular field on all profiles:
a. Select Setup | Customize salesforce.com, click a tab or activity
link, and click Fields.
b. Select the field you want to modify.
c. Click Set Field-Level Security.
2. Specify whether the fields should be visible, hidden, read-only, or
editable for users based on their profile.
Note that these field access settings apply throughout salesforce.com.
The settings also override any less-restrictive field access settings on
the page layouts.
• Use Ctrl+click to select multiple fields individually.
• Use Shift+click to select multiple fields as a group.
3. Click Save.
After setting field-level security for users based on their profiles, you can:
• Create page layouts to organize the fields on detail and edit pages; see
Setting Page Layouts on page 16.

Setting Page Layouts

Administrators, and users with the "Customize salesforce.com" permission,
can customize the page layouts for record detail and edit pages and Self-
Service portal pages. Page layouts control the layout and organization of
fields, web integration links, and related lists. They also help determine
which fields are visible, read-only, and required.
To customize your organization’s page layouts:
1. Select Setup | Customize salesforce.com, select the appropriate
activity or tab link, and choose the Page Layouts link.
2. In Enterprise and Developer Edition organizations, select a layout
name.
3. Click Edit to modify the page layout.
4. To arrange fields, web integration links, and related lists on the layout,
select one or more items and drag them to the desired location.

page 16 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 • Use Ctrl+click to select multiple items individually.
• Use Shift+click to select multiple items as a group.
• Items that are not in the page layout are displayed in the scrolling
box on the right-hand side.
5. To set which fields are required and read-only, select one or more fields
and click Edit Field Properties.
• The field properties of some standard fields cannot be changed.
• Fields marked as read-only are always editable by administrators
and users with the "Edit Read Only Fields" permission.
• If you make a picklist field read-only, all new records will contain the
default value for that picklist.
• If you mark the opportunity Probability field as read-only, the
Probability value will still be updated automatically when a user
changes the Stage value of an opportunity.
6. To organize the page using sections, click Edit next to an existing page
section, or click Create New Section to create a new page section.
• Enter a name for the section. Note that names of some standard
page sections cannot be changed.
• Set whether the section should have one or two columns.
• Set the order in which users will be able to tab through the items in
that section.
• Set whether the section name should be shown on the detail and edit
pages.
7. Select the Overwrite users’ personal related list
customization to apply the related lists in the page layout to all
users, even if they have already customized their display.
8. Click Preview to review the page layout. From the preview in
Enterprise and Developer Editions, select a profile to see how the pages
will look for users with different profiles.
9. Click Save to finish.
After creating page layouts, you can:
• Assign page layouts to users based on profiles and record types; see
Assigning Page Layouts on page 17.

Assigning Page Layouts

Administrators, and users with the "Manage Users" permission, can assign
which page layouts users see. A user’s profile determines which page layout
he or she sees. In addition, if your organization is using record types for a
particular tab, the combination of the user’s profile and the record type
determine which page layout is displayed.
To assign page layouts:
1. Click Setup | Customize salesforce.com, select the appropriate
activity or tab link, and choose Page Layouts or Record Types.
Alternatively, select Setup | Manage Users | Profiles, and select a
profile name.
2. From the page layout or record type list page, click Layout
Assignment.
From the profile, click View Layout next to any tab name in the Page
Layouts section.
3. Click Edit Assignment.
4. Select one or more cells in the layout assignment table. The table
shows you the current page layout assignments based on profiles or
profile/record type combinations.
• Use Ctrl+click to select multiple cells individually.
• Use Shift+click to select multiple cells as a group.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 17
 5. From the Layout to Use drop-down list, select a page layout to
assign to the selected profiles or profile and record type combinations.
6. Click Save.
To verify that users have the correct access to fields based on the page
layout and field-level security, you can check the field accessibility grid; see
Checking Field Accessibility on page 18.

Checking Field Accessibility

Several factors help control whether users can view and edit specific fields
in salesforce.com. Those factors are:
• Page layouts - You can set whether fields are visible, required,
editable, or read-only.
• Field-level security - You can further restrict users’ access to fields by
setting whether those fields are visible, editable, or read-only. These
settings override any field properties set in the page layout if the field-
level security setting is more restrictive.
• Permissions on profiles - Some user permissions on profiles override
both page layouts and field-level security settings. For example, users
with the "Edit Read Only Fields" permission can always edit read-only
fields regardless of any other settings. Note that the field accessibility
grid does not include any field access restrictions based on permissions.
After setting page layouts, field-level security, and permissions on profiles,
you can confirm users’ access to specific fields using the field accessibility
grid. You must have the "View salesforce.com configuration" permission to
view field accessibility, and the "Customize salesforce.com" and "Manage
Users" permissions to change field accessibility.

Checking Field Accessibility for a Particular Field

1. To check field accessibility for a specific field, click Setup | Customize
salesforce.com, select the appropriate activity or tab link, and choose
Fields.
2. Select a field and click View Field Accessibility.
3. Confirm that the field access is correct for different profiles and record
types.
4. Mouse-over any field access setting to see whether the field is required,
editable, hidden, or read-only based on the page layout or field-level
security.
5. Click any field access setting to change the field’s accessibility in the
page layout or in field-level security. See Modifying Field Access
Settings on page 18 for more information.
For advanced options to check field accessibility by a specific profile, record
type, or field, click Setup | Security Controls | Field Accessibility. From
this page, you need to choose a particular tab to view and then select
whether you want to check access by profiles, record types, or fields.

Modifying Field Access Settings

From the field accessibility grid, you can click any field access setting to
change the field’s accessibility in the page layout or in field-level security.
The Access Settings page then lets you modify the field access settings.
• In the Field-Level Security section of the page, set whether the field
should be visible, hidden, read-only, or editable for users based on their
profile.
We recommend that you use field-level security to control users’ access
to fields rather than creating multiple page layouts to control field
access.
• In the Page Layout section of the page, you can:

page 18 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 • Select the Remove or change editability radio button and
then change the field access properties for the page layout. These
changes will affect all profile and record type combinations that
currently use this page layout.
• Alternatively, you can select the Choose a different page
layout radio button to assign a different page layout to the profile
and record type combination.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 19
Tea m-Based Accou nt Ma nagemen t
Supporting your multidivisional and multilingual customers requires a
Available in: Enterprise and multitalented account team that has a united front. Together, your account
Developer Editions team members can coordinate management efforts, share and distribute
information, and respect the role of each team member.
Account teams are a lot like sales teams on opportunities in that they allow
you to assign a group of users to work with an account together. Enabling
this feature is simple and, once enabled, users can specify a role and level
of access to data for account team members.
See Also:
What is an Account Team? on page 20
Setting Up Account Teams on page 20
Adding Account Team Members on page 21

IMPLEMENTATION TIPS
• Start by enabling this feature for your organization. Next, add the
Account Team related list to the appropriate page layouts.
• Account teams use the same roles as sales teams. So, any changes you
make to the sales team roles affect your account team roles.
• When merging two accounts with different account teams, the merged
account contains account team members of both accounts.

BEST PRACTICES
• Although adding account team members is a quick way of giving other
users access to your data, assign meaningful roles to members so that
other users can see who is working on a deal.

HOW TO USE ACCOUNT TEAMS

What is an Account Team?

An account team is a team of users that work together on an account. For
example, your account team may include an executive sponsor, dedicated
support representative, and project manager.
You can build an account team on each account that you own. When
selecting an account team member, choose a role to indicate the role the
person plays on the account. Also, depending on your sharing model, you
can specify the level of access each account team member will have to the
account and any opportunities associated with that account. So, you can
give some team members read-only access and others read-write access.

Setting Up Account Teams

Your users can add account team members to accounts. Account teams are
teams of users that share responsibility and work with a client together.
Administrators, and users with the "Customize salesforce.com" permission,
can enable account teams.
To enable or disable team selling:
1. Click Setup | Customize salesforce.com | Accounts | Account
Teams.
2. Click the Enable Account Teams or Disable Account Teams link.

page 20 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 3. Select or deselect the Account Teams Enabled check box and click
Save. Enabling account teams gives your users access to create and
use account teams on accounts.
4. If you are enabling account teams, select the account page layouts that
should include the new Account Team related list and click Save.

NOTE
Disabling account teams removes all account teams from all
accounts and removes the Account Team related list from all page
layouts.
Every member of an account team has a role that he or she plays for the
account, e.g., "Account Manager" or "Project Manager." You can customize
the account team roles for your organization:
1. Click Team Roles from the Account Team Setup page.
2. Edit the existing entries or add new items.
3. Click Save.
If you have changed your team roles and want to update all existing
records, you can use the Replace Team Roles link on the Account Team
Setup page to globally replace the values in all existing records. See
Replacing Picklists in the online help for more information.

NOTE
Account teams share roles with the sales teams on opportunities. So
if you remove an account team role, that role will no longer be listed
as an opportunity sales team role.

Adding Account Team Members

To build an account team, select an account and add account team
members to that account.
To add account team members to an account:
1. View the account.
2. Click Add in the Account Team related list.
3. Select users to add as members of the account team.
4. Select the account and opportunity access that each member should
have to the account.
The access level cannot be less restrictive than your organization’s
default account access level.
5. Select a team role for each member, e.g., "Account Manager."
6. Click Save.
To add all account team members to an opportunity, click Add Account
Team from the Sales Team related list on the opportunity.

NOTE
The Account Access and Opportunity Access options depend on
your sharing model. In a Public sharing model, you may only have
one option.
You can run reports based on the account team members for accounts that
you own. You can also run reports to get information about the accounts
and account teams of which you are a member. See Limiting Report Results
in the online help for more information on report criteria for account teams.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 21
Automated Response Management
If you capture leads or cases online using salesforce.com’s Web-to-Lead or
Available in: Professional, Web-to-Case, you know how important it is to respond to each submission
Enterprise, and Developer quickly. Now, you can personalize these responses using auto-response
Editions rules. Auto-response rules allow you to send specific email templates to
leads or cases submitted online based on attributes of the incoming lead or
case that you choose.
See Also:
Setting Up Auto-Response Rules on page 22
Creating Auto-Response Rules on page 22
Editing Auto-Response Rules on page 23

IMPLEMENTATION TIPS
• The email template on your Web-to-Lead or Web-to-Case settings page
is now your Default Response Template. This is the template used
when no auto-response rules apply.

BEST PRACTICES
• Make sure your default templates for Web-to-Lead and Web-to-Case
submissions are generic because they may be sent to any case or lead
when no response rules apply.
• Create product-specific email templates to use for Web-to-Lead
submissions when a lead chooses a product of interest on your Web-to-
Lead form.
• Use different email templates for your Web-to-Case submissions if the
customer is a Platinum, Gold, or Standard customer.
• Prepare different email templates to use for different types of cases such
as "Problem" or "Feature Request."

HOW TO USE AUTO-RESPONSE RULES

Setting Up Auto-Response Rules

Web-to-Case and Web-to Lead response rules determine the email
template to use when responding to cases and leads captured online. You
can create response rules based on any attribute of the incoming case or
lead. The email responses are listed in the Activity History related list of the
lead or contact.

Creating Auto-Response Rules

You can create as many response rules as you like but only one rule for
cases and one for leads can be active at a time. Each rule can contain up to
500 entries. Rule entries determine the conditions that must be met and
the email template to use when web-generated cases or leads meets those
conditions.
• To create a Web-to-Case response rule, click Setup | Customize
salesforce.com | Cases | Auto-Response Rules.
• To create a Web-to-Lead response rule, click Setup | Customize
salesforce.com | Leads | Auto-Response Rules.
1. Click New.
2. Enter the rule name.
3. Check the active box to make this rule the only one activated.

page 22 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 4. Click Save.
5. Create rule entries.

Creating Response Rule Entries

1. Click New from the rule detail page.
2. Enter a number to specify the order this entry should be processed. The
rule processes entries in this order and stops processing at the first
matching entry and then sends the email. The rule uses the default
template you specify on the Web-to-Lead or Web-to-Case Settings page
when no response rules apply.
3. Select the criteria for this rule. See Entering Filter Criteria in the online
help for instructions on entering filter criteria.
4. Enter an email sender’s name.
5. Enter an email address for the sender.
6. Select an email template.
7. Click Save.

Editing Auto-Response Rules

To edit Web-to-Case auto-response rules, click Setup | Customize
salesforce.com | Cases | Auto-Response Rules and click a rule name.
To edit Web-to-Lead auto-response rules, click Setup | Customize
salesforce.com | Leads | Auto-Response Rules and click a rule name.
• Click Edit to change the rule name.
• Click New next to the Rule Entries list to create a new rule entry.
• Click Reorder next to the Rule Entries list to change the order they
are processed.
• Click Edit next to a rule entry to change it.
• Click Del next to a rule entry to delete it.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 23
Repor t C har t ing Eng ine
Build graphic representations of your custom and standard report data
Available in: All Editions using the report wizard. For all summary and matrix reports, select a chart
type from the final step of the report wizard to view report data and a
graphical representation of that data all in one place.
See Also:
Standard Report Wizard on page 24
Custom Report Wizard on page 24

IMPLEMENTATION TIPS
• Your current standard and custom reports have not changed.

BEST PRACTICES
• Charts and graphs are best suited for summary and matrix reports.
• Customize chart settings such as chart type, title, and colors to give your
charts more impact.

HOW TO USE REPORT CHARTS

Whether you are customizing a standard report or building a custom report
from scratch, the report wizard now contains a step to select a chart type.
You can view your report results just like you did before, but now you can
display a chart at the top or bottom of the report results.

Standard Report Wizard

To build a chart into a standard report, run the report from the Reports tab
as usual. Click Customize to launch the report wizard. Go to the last page
of the report wizard and choose the chart settings you desire. See Select
Chart Type on page 24 for information on the chart options.

Custom Report Wizard

1. To include a chart in a custom report, click Create New Custom
Report from the Reports tab.
2. Choose a summary or matrix report for best chart results.
3. Follow the steps in the wizard using the Next button.
4. On the last page of the wizard, enter your chart settings to display your
report data in chart format. See Select Chart Type on page 24 for
details on the chart options.

Select Chart Type

Chart Property Description

Chart Type Select the type of chart to use when
representing the data in your report. See Chart
Types in the online help for a description of
each chart available.
Size Select a size for the chart.

page 24 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 Chart Property Description
Location Determine where to place the chart in relation
to your report.
Title Color Select the color for the text of your chart title.
Title Size Select the font size for the text of your chart
title.
Chart Title Enter a name for this chart
Text Color Select a color for all the text and labels in your
chart.
Text Size Select a font size for all the text and labels in
your chart.
Background Choose a direction for a gradient color
Fade background. Also select a beginning and end
color for the gradient design. Use white for both
if you do not want a background design.
Legend Position Choose a place to display your chart legend in
relation to your chart.
Show Axis Check this option if you want the chart to
Labels display names for each direction of your chart.
This only applies to bar and line charts.
Summary Value Choose the report value to use when summing
to Chart data.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 25
Tr anslat ion Wor kbench
This release simplifies global deployments for multilingual organizations
Available in: Professional, with the translation workbench. Use the translation workbench to activate
Enterprise, and Developer supported languages and designate different translators for different
Editions languages. Those translators provide translated terms for your page layouts
such as custom field labels, picklist values, and page layout sections.
With this new capability, salesforce.com users can work in the language in
which they are most proficient, increasing data quality and productivity.
Also, companies no longer need to create separate custom fields for each
language, and an executive can now run reports in his or her own language
with data from across the company.
See Also:
Setting Up Translation Workbench on page 26
Adding and Editing Translated Languages on page 27
Entering Translated Terms on page 27
Updating Translated Terms on page 28

IMPLEMENTATION TIPS
• To enable this feature for your organization at no extra charge, contact
salesforce.com.
• Assign the "Manage Translation" permission to any users who will be
responsible for adding supported languages and assigning translators for
supported languages.
• Make sure all translators have the "View salesforce.com Configuration"
permission so that they can access the translation workbench setup
area.

BEST PRACTICES
• Since users have access to all translated terms for active languages, do
not make a language active until translators are finished entering all
translated values.
• Designate more than one translator for a language so that they can
share responsibility and efforts.
• Before translating anything, make sure all your custom field names and
picklist values are in the same language. Going forward, this is known
as your master language. Then, translate your master picklist values and
master custom field names into each language you support.
• Always use the corporate language when creating new custom fields or
picklist values.
• For picklist values that you want available to all users, translate all
values in to each language you support so that users can work in the
language they are most proficient.

HOW TO USE TRANSLATION WORKBENCH

Setting Up Translation Workbench

Allow your users to work in the language they are most comfortable. Set up
a translation workbench to add translated values for custom field names,
picklist values, record types, and page layout sections.
The translation workbench also manages which users are responsible for
translating different languages. Your translation workbench can manage
translated values for any language salesforce.com supports.

page 26 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 Incorporating translated values is simple and completely invisible to your
users. A user who selects French for a primary language can view all
translated values in French regardless of the corporate language. Any
reports that user runs will provide information in the user’s language.

How it works:
• Add supported languages
• Select translators for each language
• Give the "View salesforce.com Configuration" permission to each
translator
• Translators enter translated terms
Maintaining your translated values is simple. When a custom field changes
or new picklist values are added, the translation workbench indicates the
particular term is out of date and needs translating.
To enable this feature for your organization, contact salesforce.com.

Adding and Editing Translated Languages

Administrators and users with the "Manage Translation" permission can add
languages that you support, activate or deactivate a language, assign
translators for that language, and enter translated terms.
To add or edit translated languages and translators:
1. Click Setup | Translation Workbench | Translation Workbench
Setup.
2. Click Add to activate a new language. Click Edit to change an existing
supported language.
3. If adding a new language, choose a language.
4. Check the Active box to activate this language. Deselect this box to
make an existing language inactive.

TIP
Make a language active only after translators have translated all
values. This option makes the translated values available to users
who have selected that language.
5. Select translators for this language. Choose a user from the
Available List and click Add to add the user to the Selected
List.
Users can only translate for languages where they are a designated
translator. Translators must have the "View salesforce.com
Configuration" permission.
6. Click Save.

Entering Translated Terms

Users with the "View salesforce.com Configuration" permission can enter
translated terms for the languages that they are designated as translators.
To enter translated values:
1. Click Setup | Translation Workbench and choose what you want to
translate:
• Translate Custom Field Labels - for custom field titles
• Translate Picklist Values - for standard and custom picklists and
any picklists on related lists
• Translate Record Types - for record type names
• Translate Layout Sections - for page layout section titles
2. Select the language and type of record to see a list of terms available
for translation. The Out of Date column indicates that the element
has been updated and the term may need translating.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 27
 3. If you are editing picklist values, select the name of the picklist field.
For picklist values, check Include Inactive Values to show
translations for deleted values. If you have more than 100 entries
listed, click Next Page to view the next 100.
4. Click Edit.
5. Enter translated terms.
6. Click Save.

Updating Translated Terms

When your administrator changes a custom field name, picklist value,
record type, or page layout section name, the translated value will be
marked Out of Date. Translators are responsible for keeping the
translated terms updated.
For best results, have your translators check their translations frequently
and be sure to notify them when changes occur.
To update translated terms, see Entering Translated Terms on page 27.

page 28 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
L oc a liz ed Account, Contact, and L ead Names
If you work in a multilingual environment, you probably need to keep track
Available in: All Editions of account, contact, and lead names in two languages. A localized name
field enables you to store the names of your accounts, contacts, and leads
in a local language without changing the standard name in a corporate
language.
See Also:
Adding Translated Names on page 29

IMPLEMENTATION TIPS
• This feature is available for all editions but not enabled automatically for
any organizations. Contact salesforce.com to enable this feature at no
extra charge.
• Once the new local fields are enabled, add them to the appropriate page
layouts.

BEST PRACTICES
• Use sidebar searches for local or standard names.

HOW TO USE LOCALIZED NAMES

Adding Translated Names

A local name stores a translated value for a corresponding account, contact,
or lead field. For example, you can store the name of an account in the
default language of your organization as well as the account’s or user’s
language. The following fields can have corresponding local names:

Standard Field Local Name Field

Account Name Account Name (Local)
Contact: First Name Contact: First Name (Local)
Contact: Last Name Contact: Last Name (Local)
Lead: Company Lead: Company Name (Local)
Lead: First Name Lead: First Name (Local)
Lead: Last Name Lead: Last Name (Local)

Local names do not affect the user’s language settings. Depending on your
page layout settings, they can both be displayed on the detail or edit page.
To enable the ability to use local names, your administrator must first
contact salesforce.com and then add the corresponding local name fields to
your page layout settings.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 29
Redesig ned S etup Area
With the Winter ’04 release, salesforce.com introduces an all-new
Available in: All Editions application setup area to make it easier than ever for you to harness the
power of salesforce.com. The new look and navigation options in setup will
make it more efficient for administrators to customize and manage their
salesforce.com deployments. End users will also find it easier to locate the
personal setup areas they commonly need to access.
Key features are:
• New organization architecture - All administrative functions in setup
have been organized and grouped based on a new logical structure.
• Navigation tree - A new tree-based navigation makes it easy for users
to explore options at a glance without having to click on every page.
• Task-based descriptions - Setup functions now have easy-to-
understand, task-based explanations, making it easy for users to locate
what they need (for example, set your quota, change your language,
etc.).
• Getting started options - Some setup overview pages now include
Getting Started sections with links to tutorials and tip sheets to help you
learn more about specific features.
See Also:
Personal Setup on page 30
Administration Setup on page 31
Order Center on page 33

IMPLEMENTATION TIPS
• Your existing personal and organization preferences have not been
changed in any way. The only difference is a new, easier-to-use setup
interface.

BEST PRACTICES
• Whenever you are modifying your personal or organization setup,
always remember to click the Save button to submit your changes. If
you choose another option from the Setup navigation tree without
clicking Save, your changes will be lost.
• Click any of the tasks from the setup overview pages to jump directly to
the appropriate setup page.
• Use the tutorials and tip sheets in the red Getting Started sections to
help you and your users learn more about specific salesforce.com
features.

HOW TO USE SETUP

The setup navigation tree consists of three major areas - Personal Setup,
Administration Setup, and Order Center. Each section contains the
options listed below. Some options may not be available to you based on
your Edition or your user permissions.

Personal Setup
The Personal Setup page, accessed by clicking Setup | Personal Setup,
contains setup and customization options to help you personalize
salesforce.com for your personal use.

page 30 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 My Personal Information
Expand the My Personal Information folder under Personal Setup to
access the following options:
• Personal Information - Edit your user information, create quotas,
view login history, and more.
• Change My Password - Change your salesforce.com password.
• My Groups - Add, update, or delete your personal groups.
• Change My Display - Customize your display of salesforce.com tabs
and related lists.
• Grant Login Access - Allow salesforce.com Customer Support
representatives to log in to your account.
• Record Type Selection - Set your preferences for automatic selection
of default record types.

Email
Expand the Email folder under Personal Setup to access the following
options:
• My Email Settings - Set your outbound email settings.
• My Templates to create and edit your own email templates.
• My Stay-in-Touch Settings - Set your preferences for emails
requesting contact information updates.
• Outlook Edition - Download the salesforce.com Outlook integration
plug-in.

Mobile Users
Expand the Mobile Users folder under Personal Setup to access the
following options:
• Sync to Outlook/Palm - Synchronize your data with Outlook or
Palm™.
• Offline Edition - Download the Offline Edition client.
• Wireless Edition - Set up your Wireless Edition access and download
related files.

Import
Expand the Import folder under Personal Setup to access the following
options:
• Import My Contacts - Import your personal accounts and contacts.

Administration Setup
The Administration Setup page, accessed by clicking Setup |
Administration Setup, contains setup and customization options to help
you set up your salesforce.com organization.

Manage Users
Expand the Manage Users folder under Administration Setup to access
the following options:
• Users - Create, edit, and deactivate users.
• Roles - Define your organization’s role hierarchy.
• Profiles - Set user profiles to control users’ permissions, login access,
and field-level security.
• Public Groups - Add, update, or delete public groups.
• Login History - View when your users are logging in.
• Training History - View which users have taken online training.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 31
 Customize salesforce.com
Expand the Customize salesforce.com folder under Administration
Setup to access options for customizing each of the salesforce.com tabs.
You can also access options to customize workflow, products, activities,
users, leads management, and customer support management.

Company Profile
Expand the Company Profile folder under Administration Setup to
access the following options:
• Company Information - Update your company's information.
• Manage Currencies - Set up multiple currencies.

Security Controls
Expand the Security Controls folder under Administration Setup to
access the following options:
• Sharing Rules - Define how your users share data.
• Field Accessibility - View the access that users have to specific fields
based on profile and record types.
• Password Policies - Define password policies for security.
• Expire All Passwords - Expire passwords for all users in the
organization.
• Session Settings - Lock users’ sessions to an IP address or change
session timeout settings.
• Setup Audit Trail - View which users have recently changed your
organization’s setup.
• API Audit Trail - View how often your organization is using the sforce
API.

Communication Templates
Expand the Communication Templates folder under Administration
Setup to access the following options:
• Letterheads - Create branded letterheads for HTML emails.
• Email Templates - Create email templates to standardize
communication.
• Mail Merge Templates - Upload templates for mail merge documents.

Translation Workbench
Expand the Translation Workbench folder under Administration Setup
to access options to translate custom field names, picklist values, record
types, and page layout section names for your international users.

Data Management
Expand the Data Management folder under Administration Setup to
access the following options:
• Import Accounts/Contacts and Import Leads - Import your
organization’s contacts, accounts, and leads.
• Data Export - Export your organization’s data.
• Storage Usage - View how much disk space your organization is using.
• Mass Transfer Records - Transfer multiple records at one time.
• Mass Delete Records - Delete multiple records at one time.

Sforce Application Server

Expand the Sforce Application Server folder under Administration
Setup to access options for sforce API developers.
• Sforce Custom Objects - In Enterprise and Developer Edition
organizations, create custom data and custom fields to store information
unique to your organization.

page 32 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 • Sforce WSDL Generator - In Enterprise and Developer Edition
organizations, administrators can download the Web Services
Description Language (WSDL) file to integrate and extend
salesforce.com using the sforce API. See http://www.sforce.com for
more information.

Order Center
The Order Center page, accessed by clicking Setup | Order Center,
contains options to help you manage your salesforce.com organization.
• Subscription Summary - Order more licenses and products, change
your billing information and view your organization’s orders and
invoices.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 33
S tay-in-Touch Relationship Builder
Keep in touch with your contacts and cultivate your relations with them
Available in: All Editions using the Stay-in-Touch email option. Use the Stay-in-Touch option on any
contact to send a formatted email to your contacts requesting that they
update their contact information and return it to you. You can accept or
reject the updated information in one click.
See Also:
Sending Stay-in-Touch Requests on page 34
Editing Stay-in-Touch Settings on page 34
Requesting Contact Information Updates on page 35
Merging Updated Contact Information on page 35
Mass Stay-in-Touch Update on page 35

IMPLEMENTATION TIPS
• Users can send Stay-in-Touch requests if they have the "Send Email"
permission to send emails.
• Users can send mass Stay-in-Touch requests if they have the "Mass
Email" permission to send mass emails.
• Users can send single Stay-in-Touch requests regardless of the contact’s
Email Opt Out setting. Users are restricted from sending mass Stay-
in-Touch requests to contacts that have the Email Opt Out box
checked.
• For mass Stay-in-Touch requests, use the default "My Stale Contacts" list
view to get a list of all the contacts you own that you haven’t create or
sent a Stay-in-Touch request to in the last 90 days.

BEST PRACTICES
• Use Stay-in-Touch requests to build relationships with contacts you have
not contacted in 3 months.

HOW TO USE STAY-IN-TOUCH

Sending Stay-in-Touch Requests

A quick and easy way to retrieve updated contact information from your
contacts is to use the Stay-in-Touch option on any contact. Use Stay-in-
Touch for contacts you own and those that are associated with accounts
that you own.

How it works:
• Select a contact and click Stay-in-Touch.
• Review the email to the contact and click Send.
• The contact receives an email, clicks the link, and updates contact
information.
• You receive an email with the updated information. Then click to update,
review, and accept or reject the updated information to the contact
record.

Editing Stay-in-Touch Settings

Before sending contact update emails, set your preferences for these
outbound messages.
1. Click Setup | Email | My Stay-in-Touch Settings.

page 34 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 2. Select an automatic BCC option indicating if you would like to be copied
on the outgoing email.
3. Enter a subject for the email.
4. Enter a note if you would like to standardize the content of your
message.
5. Enter a signature with your contact information.
Include any merge fields in your subject, body, note, or signature using
the available merge fields at the top. Just copy and paste the merge
field into the appropriate space.
6. Click Save.

Requesting Contact Information Updates

To request updated information from a contact:
1. Find the contact that you want to update.
2. Click Stay-in-Touch.
3. Review the email and click Send.
To make all your outgoing messages consistent, set up your outgoing Stay-
in-Touch settings from Personal Setup. See Editing Stay-in-Touch Settings
on page 34 for more information.

NOTE
To send Stay-in-Touch requests, users need the "Send Email"
permission to send emails. Users can send Stay-in-Touch requests
regardless of the contact’s Email Opt Out setting.

Merging Updated Contact Information

When one of your contacts updates the request and returns the updated
information, you will receive an email with a link. You can view the updated
information and click Update Now to merge the updated information with
the information you have in your contact. To merge the new information
with your data:
1. Click Update Now from the email you receive.
2. Review the updated information, noted with the previous values.
3. Click Accept Changes to update your data. Click Reject Changes to
keep your current information on this contact.

NOTE
These updates do not trigger workflow rules.

Mass Stay-in-Touch Update

If you have the "Mass Email" permission, you can request updated contact
information from more than one contact at a time. See Sending Stay-in-
Touch Requests on page 34 for information on the process of requesting
and merging updated contact information.
To send a mass Stay-in-Touch email:
1. Click the Contacts tab.
2. Click Mass Stay-in-Touch from the Contact Tools section.
3. Select a view or create a view of contacts you want to solicit for
updated information. See Creating Custom List Views in the online help
for instructions on creating a new view.
4. Click Go.
5. Review the list of recipients and click Next.
6. Review the information to be sent and click Send.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 35
 Contacts can update their information and return updated information to
you. You will receive updates in email and can merge updated information
as you receive it. See Merging Updated Contact Information on page 35 for
information on processing these replies.

NOTE
Users can only send mass Stay-in-Touch requests to contacts that do
not have the Email Opt Out box checked.

page 36 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
Enhanced Web Integ r at ion Links
Web integration links are a simple and effective way to integrate
Available in: All Editions salesforce.com with other web-based or web-enabled applications by
passing text strings and parameters. In this release, web integration links
have been enhanced in two main areas:
• Window controls
You now have greater control over the browser windows that are
opened when clicking web integration links. Properties such as position,
size, borders, title, and scroll can be set to better manage the user
experience.
• Browser frames
You have the option to make web integration links open up within your
existing salesforce.com browser window — with the salesforce.com
“header” and “sidebar” forming the outer frame — giving users a more
seamless experience between salesforce.com and other integrated
applications.
See Also:
Defining Web Integration Links on page 37

IMPLEMENTATION TIPS
• Administrators, and users with the "Customize salesforce.com"
permission, can create web integration links.
• Use merge fields to include salesforce.com data as tokens within the web
integration link. For example, you could include an account name in a
URL that searches Yahoo: http://search.yahoo.com/bin/
search?p={!Account_Name}.
• Your existing web integration links have not been modified in any way.
If desired, you can edit your existing links to take advantage of the new
features for web integration links.

BEST PRACTICES
• Set the web integration link to open in a popup window if the link
contains content that users needs to view outside of the salesforce.com
window.
• Set the web integration link to open within the salesforce.com main
window if the content is specific to salesforce.com and you don’t want
users to be taken to another window while working.
• Use the "open in salesforce.com window with sidebar" option to open the
content within salesforce.com while keeping the list of most recently
used items accessible to users. This helps users return quickly to what
they were working on.
• When opening web integration links to non-secure websites (that is,
websites that start with "http://" rather than "https://", users may be
prompted to "display non-secure items." This is standard browser
behavior and not a problem with the web integration link itself.

HOW TO USE WEB INTEGRATION LINKS

Defining Web Integration Links

To add web integration links:
1. Select Setup | Customize salesforce.com, select the appropriate tab
or users link, and choose Web Integration Links.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 37
 2. Choose New to add a link.
3. Enter the Link Label as it should appear to your users on record
detail pages, and select the Link Encoding.
The default encoding is UTF-8. Change this default if the URL to which
you are passing information requires data in a different format.
4. Click Next.
5. Enter the Link URL as it would appear in a web browser.
To pass specific salesforce.com data in the URL, substitute merge fields
for the data elements in the URL.
6. Click Next.
7. Select how you want the link to open.
It can open in its own popup window or within the main salesforce.com
window with or without the standard salesforce.com sidebar.
8. Click Next.
9. For links that you have chosen to open in a popup window, set the
window properties. If you leave the window properties blank, the web
integration link will use the default settings of the user’s browser. The
properties are:

Window Property Description

Width (in pixels) The width of the popup.
Height (in pixels) The height of the popup.
Window Position The location on the screen where the popup
should open.
Show Address Bar Show the browser’s address bar which
contains the URL.
Show Scrollbars Show browser scrollbars for the popup.
Show Toolbars Show the browser toolbars. Toolbars normally
contain navigation buttons like Back, Forward,
and Print.
Show Menu Bar Show the browser menus. The menus
typically contain option like File and Edit.
Show Status Bar Show the status bar at the bottom of the
browser.
Resizeable Allow users to resize the popup window.

10. Click Next to confirm the web integration link.

11. Click Save.
12. Edit the page layout for the appropriate tab to display the new link.
If you add a web integration link for users, it is automatically added to
the Useful Links section of the User detail page.

NOTE
The Link URL can be up to 3000 bytes. When data is substituted for
the tokens in the URL, the link may exceed 3000 bytes. Your browser
may enforce additional limits for the maximum URL length.

page 38 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
SFORCE 2.0 M A J O R E N H A N C E M E N T S
Salesforce.com’s Winter ’04 release includes several enhancements to
sforce, salesforce.com’s online application platform. The industry-leading
sforce platform makes it easier than ever for companies to customize,
integrate, and extend salesforce.com to match their own unique business
requirements. Open, secure, and reliable, sforce allows business users to
customize their CRM and developers to easily integrate and extend
salesforce.com by leveraging familiar tools and languages. This makes
sforce a welcome solution for any company serious about custom-tailored
CRM.
Learn more at www.sforce.com.

sforce Web S er vices Enter pr ise AP I

Salesforce.com is built on the sforce Web services application platform. In
Available in: Enterprise and this release, a new SOAP/WSDL-based API is introduced — with strong
Developer Editions typing and an improved object model. For example, when adding a field to
an object in salesforce.com, a new WSDL is automatically generated on the
salesforce.com server to reflect this new field. This makes the new sforce
Enterprise Web Services API very easy to use in all modern development
tool environments.
In addition, the query, insert and updated methods are enhanced and
optimized for bulk operations.
Please note that all existing APIs — including the older XML-RPC API and
the existing SOAP API — will continue to be supported. However, all future
advances and enhancements will focus on the new sforce Enterprise Web
Services API.
In this release, we have also increased the number of salesforce.com
elements exposed through the new sforce Enterprise Web Services API.
Learn more at www.sforce.com.

sforce O bject Q uer y Language

With this release, salesforce.com introduces a new sforce Object Query
Available in: Enterprise and Language (sforce OQL) to simplify querying of objects though the Web
Developer Editions services API. This will significantly speed up development times for
developers coding sforce applications in Java or Microsoft environments.
The language supports an SQL-like syntax with standard “Select… From…
Where” syntax. A full range of operators, including AND and OR, are
supported in the “Where” clause. Advanced SQL features such as joins,
ordering, and grouping are not supported in the sforce OQL language.
Learn more at www.sforce.com.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 39
sforce Custom O bjects
Today, administrators can create custom fields on standard salesforce.com
Available in: Enterprise and records, including accounts, contacts, campaigns, leads, opportunities,
Developer Editions cases, and activities. With this release, you can now create your own
custom data — called “sforce custom objects.” For example, if you need to
track order data, you can create a new sforce custom object labeled
“Orders.” You can then add custom fields to these new sforce custom
objects.
Data related to sforce custom objects can be collected and displayed in a
Web page developed using standard tools such as BEA WebLogic, Borland
JBuilder, or Microsoft Visual Studio. A Web services interface is
automatically created for all sforce custom objects, making them available
via our sforce Enterprise Web Services API for back-office integration. All
data in sforce custom objects is backed up and secured in exactly the same
way as all other salesforce.com data, ensuring that your sensitive
information is protected. In this release, more advanced features, such as
reporting, automatic user interface generation, field-level security, sharing
model, referential integrity, and text search will not be included for sforce
custom objects.
Learn more at www.sforce.com.
See Also:
Defining sforce Custom Objects on page 40
Creating Custom Fields for sforce Custom Objects on page 41

IMPLEMENTATION TIPS
• In the salesforce.com user interface, you can define up to 50 sforce
custom objects, create up to 250 custom fields for each sforce custom
object, and delete sforce custom objects.
• Use the sforce API to create individual records and populate them with
your organization’s data.
• You must be an administrator, or have the "Customize salesforce.com"
permission, to create, edit, and delete sforce custom objects.

HOW TO USE SFORCE CUSTOM OBJECTS

Defining sforce Custom Objects

To define an sforce custom object in Enterprise and Developer Edition
organizations:
1. Click Setup | Sforce Application Server | Sforce Custom Objects.
2. Choose the New Custom Object button.
3. Fill in the information for the sforce custom object.
• 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.
• Label - a name that will be used to refer to the object in any user
interface pages.
• Description - an optional description of the object.
4. Click Save.

page 40 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 NOTE
In the salesforce.com user interface, you define only the metadata
for the sforce custom object. You must use the sforce API to create
individual records and populate them with your organization’s data.

Creating Custom Fields for sforce Custom Objects

In Enterprise and Developer Edition organizations, you can create up to 250
custom fields for each sforce custom object you define.
To create a custom field for an sforce custom object:
1. Click Setup | Sforce Application Server | Sforce Custom Objects.
2. Select an sforce custom object from the list.
3. Click New in the Custom Fields related list to create a custom field for
the sforce custom object.
From the Custom Fields related list, you can also edit and delete existing
custom fields.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 41
ADDITIONAL ENHANCEMENTS

Cases
• Keep Self-Service users updated on new public comments added to their
cases. When creating a new comment on a case, check the Send
Customer Notification option to send the customer an email
notification about the new comment. On the Self-Service Settings page,
you can check the Default Setting option to make the notification
option checked by default. You can also select an email template to use
when notifying customers about new comments on their cases.

Compet itors
• Define a standard list of your competitors for users to select when
adding competitor names to opportunities. Go to Setup | Customize
salesforce.com | Opportunities | Competitors and click New to
define new competitors.
• Create reports of the competitors on your opportunities. Choose
Opportunities with Competitors when creating a custom report and
include the competitor’s strengths and weaknesses.

Custom F ields and P ic klist Va lues

• Create new custom fields using a new data type: Date/Time. Custom
fields can now store a date and time stamp using this new data type.
• When creating custom fields, set the Name in addition to the Label of
the custom field. Use the label for page layouts and email and mail
merge templates. Use the name for integration purposes such as web
integration links and when referencing the custom field in the API.
• Add custom fields on the Users page to track your own custom
information on your users. Personal and Team Editions can add up to five
user fields, and other editions can add up to ten user fields.
• If your organization uses record types, you can now add multiple picklist
values to a field at one time. Previously the user interface required you
to add new values one at a time.
• All standard and custom fields now include a page that shows the details
for the field. From this page, you can add or replace picklist values, edit
the field (if it is a custom field), and in Enterprise and Developer Editions,
set field-level security and check who can access the field. To view a field
detail page, click Setup | Customize salesforce.com, select a tab link,
click Fields, and select the name of the field.

Documents
• Save space in your documents library by storing a link to the document
on your network instead of uploading the document itself.
• Let your users know that a document is confidential by checking the
Internal Use Only flag when uploading or document or link to a
document in your document library.
• Keep track of all the documents stored in your document library by
running the Documents report. This new standard report lists the
folder, document name, file type, file size, author, and description.

page 42 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 • To email a document to a contact, view the document, and click Email
Document. Then fill in the details of the email, and click Send. The
document is sent as an attachment to the email and is logged in the
Activity History for the contact. Documents that reference URLs rather
than physical files cannot be emailed.
• New complimentary document storage stores files in your document
library. When you have exceeded your complimentary document storage
space, you can use your general storage for documents.
The storage space is:

salesforce.com Edition Document Storage Limit

Professional 50MB complimentary document storage
Enterprise 250MB complimentary document storage

Email and Mail Merge Templates

• You are no longer required to store email templates in the Unfiled Public
Email Templates folder to use them as system emails. Use the new email
template selector that allows you to choose an email template from any
visible email template folder. Use this new selector when:
• Creating assignment and escalation rules
• Setting up Web-to-Case
• Setting up Web-to-Lead
• Customizing support settings
• Setting up Self-Service portal
• Selecting email templates to send to a person
• Storing items in folders
• Upload and send mail merge documents using a new engine.
Salesforce.com no longer imposes the following restrictions:
• Password protected documents - You can now upload password
protected documents. However, users will be unable to use it without
the password. Make sure you give the password to the users that
need it.
• VBA code - Salesforce.com does not prevent you from uploading
mail merge documents with VBA code but depending on the code,
they may not work as you assume.
• Blank merge field - Merge fields can be blank but will not be
replaced with any values.

Implementation Tips
• The first time you run mail merge, salesforce.com attempts to install
components on your machine. If you do not have permissions to install
programs on your machine, log in as the administrator of your machine
before installing these components or contact your IT department for
assistance.

Merge F ields
• Use new merge fields in your case email templates that show the
account or contact associated with a case:
• Case Account {!Case_Account}
• Case Contact {!Case_Contact}
• All case merge fields are now available for use in mail merge documents
and templates.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 43
 • Products and schedules fields are now available for use in mail merge
documents and templates, allowing you to create detailed, customized
quotes for your customers.
• To download a sample mail merge document using product and
schedule fields, click Setup | Communication Templates | Mail
Merge Templates, and then select the link to download the sample
templates.
• The available product and schedule merge fields are:

Product Fields on Opportunities

Salesforce.com Merge Field Name
Field Name
Product merge fields can only be used in mail merge templates.
They are available only in organizations that have enabled
products.
Date Opportunity_LineItem_Date
Default Unit Price Opportunity_LineItem_DefaultUnitPrice
(as defined in price
book)
Line Description Opportunity_LineItem_Description
Line Item End Opportunity_LineItem_End
(Place this merge
field after the
product merge
fields in your
template. Include
Line Item Start and
Line Item End once
in your mail merge
template to list all
the products on an
opportunity).
Line Item Start Opportunity_LineItem_Start
(Place this merge
field where you
want to begin
listing product
merge fields in your
template.)
Product Code Opportunity_LineItem_ProductCode
Product Description Opportunity_LineItem_ProductDescription
(as defined in price
book)
Product Name Opportunity_LineItem_ProductName
Quantity Opportunity_LineItem_Quantity
Total Price Opportunity_LineItem_TotalPrice
Unit Price Opportunity_LineItem_UnitPrice

Oppor t unities
• The opportunity Stage History related list now shows the name of the
person who changed the record and the time and date of that change.

page 44 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 • Add product descriptions to the products on your opportunities. The new
Description field is available from the Products related list.
• When transferring opportunities, check the new Keep Sales Team box
to transfer all sales team members on the opportunity to the new owner.

Org C har ts
• Create organization charts of your contacts and accounts using the
Reports To field on a contact. If each contact in an account contains
another contact in the Reports To field, click View Org Chart to
display an interactive chart of the contact hierarchy.

Products
• On an opportunity with products, the new Edit All button lets you
quickly edit all of the product items at once.
• The Setup navigation tree now includes a Products folder under
Customize salesforce.com. Go here to set up your company’s price
books, products, and schedules.

Repor t s
• When exporting a report to Excel, choose an encoding setting so that
your exported data is in the correct format.
• View trends in your data by using dates to group reports. In the custom
report wizard on the "Select Grouping" step, you can choose to group
your data by a specific time period, such as weeks, months, years.
• Opportunity reports now allow you to include the Account Created
Date and Account Last Modified Date fields.
• New reports include:
• Documents report
• Account Teams report
• Opportunity Competitors report (available from the custom
report wizard only)

Role Hier arc hy

• View your role hierarchy with more flexibility using the expanding and
collapsing control options.

S earc h
• Use wildcards when searching in lookup windows. To improve search
results, append an ’*’ wildcard to your search string. For example,
searching for bob jo* finds items with bob jones and bob johnson.
• You can no longer search for leads and contacts using the Salutation
field.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 45
S essi on T i meou t
• Activate a session timeout limit that prompts users to log out or continue
using salesforce.com after a designated period of inactivity. You can set
timeout limits from thirty minutes to two hours. When users do not
respond to this prompt, they will be required to log in again. Go to Setup
| Security Controls | Session Settings to enable or disable session
timeout.

S et up Au di t Tr ai l
Salesforce.com adds to your administrative capabilities with a new audit
trail that documents every action performed under setup, including who
made the change and when it was made. Having this history allows you to
trace setup changes and quickly identify/address policy violations. The
setup audit trail is available in Team, Professional, Enterprise, and
Developer Editions.

How To Use The Setup Audit Trail

To view the setup audit trail history, click Setup | Security Controls |
Setup Audit Trail. In Team Edition, click Setup | Company Profile |
Setup Audit Trail.
To download your organization's full setup history for the past 180 days,
click the Download link. You must be an administrator or have the "View
salesforce.com configuration" permission to access the setup audit trail
history.
The setup audit trail history shows you the 20 most recent setup changes
made to your organization. It lists the date of the change, who made it, and
what the change was.
The setup audit trail history tracks the following types of changes:
• Company information changes
• Weekly data export requests
• Multiple currency setup changes
• User, role, and profile changes
• Public groups, organization-wide sharing, and sharing rule changes
• Password policy changes
• Mass delete, mass transfer, and import wizard use
• Company message changes
• Page layout changes
• Field-level security changes
• Changes to lead settings, lead assignment rules, and lead queues
• Changes to support settings, business hours, case assignment and
escalation rules, and case queues

S ha r i ng
• Sharing rules are now automatically reevaluated whenever you make
modifications to groups and roles. 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, and you must manually recalculate them.

page 46 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide
 • When viewing the sharing details for an individual account, there is now
a new page that lets you view which associated records an individual
user owns or has sharing access to. This is helpful when trying to figure
out why a particular user has access to the account in question.
To view this new page, view the account, click Sharing, select the
Associated record owner or sharing link in the Reason column.
• Managing your personal and public groups is now even easier with the
improved setup navigation. To access personal groups, click Setup | My
Personal Information | My Groups. To manage public groups, click
Setup | Manage Users | Public Groups.

Users and Per missions

• Add custom fields on the Users page to track your own custom
information on your users. Personal and Team Editions can add up to five
user fields, and other editions can add up to ten user fields.
• Add web integration links on the Users page. For example, you can link
salesforce.com to internal employee databases or HR systems
• Control users ability to create new accounts with the new "Create
Accounts" permission by adding or removing it from any profile. Any
profiles that currently have the "Edit Accounts" permission will
automatically contain the "Create Accounts" permission, including
custom profiles.
• Apply the "Delete Accounts" permission to the appropriate profiles. All
profiles that currently have "Edit Accounts" will also include the "Delete
Accounts" permission.
To add the "Delete Accounts" permission to a profile, it must also have
the "Edit Accounts" permission.
If you remove the "Delete Accounts" permission from any profile, those
users are unable to delete any accounts, including the ones they own,
or merge accounts since that involves a deletion.

Weekl y Expor t
• If your organization uses the weekly export data backup service, you can
now create your backup export every six days, instead of every seven.
This allows you to more easily keep a regular backup schedule.

© Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide page 47
page 48 © Copyright 2000-2004 salesforce.com, inc. All rights reserved. salesforce.com User Guide