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Bright Horizons Family Solutions

Salesforce.com User Guide As we update Salesforce to meet our business needs, new subjects and helpful hints will be email to the user community and added to this booklet, which will serve as a complete guide of all the subjects. The intent is to create a master file of all topics, allowing us to create role specific user guide/training materials.

Karen Hayum 11/17/2009


Table of Contents Table of Contents........................................................................................................................................2 Outlook........................................................................................................................................................3 Outlook SF Error “Failed to log in to SF.com”..........................................................................................3 Issues with Logging in to Your SF Account...............................................................................................4 Changing Your SF Password.....................................................................................................................4 SF Mobile.....................................................................................................................................................5 Installing Application on your BB or iPhone.............................................................................................5 Duplicates - Merging Records......................................................................................................................6 Duplicate Contacts...................................................................................................................................6 Tips for Merging Contacts....................................................................................................................6 Duplicate Leads........................................................................................................................................6 Notes About Merging Leads................................................................................................................7 Duplicate Accounts..................................................................................................................................7

Help.01-11/09


Outlook Outlook SF Error “Failed to log in to SF.com” When your SF password is changed Outlook needs to be updated in order to sync. This is the error message when the passwords have been updated.

New security tokens are automatically sent to your email when your salesforce.com password is changed or when you request to reset your security token. If you do not have the original email, you can reset the id to receive a new email (see below to reset your token id for a new email). Copy your new security token from when you get your email (sample) dpYmUbyyAXKXKucDArtuiIAm4 ----To update your SF setting in Outlook: 1. 2. 3.

Copy your new security token from the email Go to Outlook > Tools > Salesforce Options From the password field – clear the old password ***** Enter your new SF password and paste your token id (no space).

For example, if your password is "bfam2009" and your security token is "xyz123", you will enter "bfam2009xyz123" into the password window. 3. Click verify. This tests that you have correctly entered your password and token. 4. If verification succeeds, Click 'OK' ----To rest your token id and receive a new email: 1.

Setup (top of your SF page)

2.

Select – Reset your security token

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Issues with Logging in to Your SF Account You may have to activate your computer to successfully log in to Salesforce.com whenever your password is changed or reset, or when you log in from a computer you have not used to access Salesforce.com before. Activating your computer allows Salesforce.com to verify your identity and prevent unauthorized access. To activate your computer: 1. When prompted on the login page, click the Send Activation Link button. Salesforce.com sends an activation email to the email address specified on your Salesforce.com user record. 2.

When you receive the activation email, copy and paste the activation link into your browser. The activation link included in the email is available for you to copy and paste into your browser up to 24 hours from the time you clicked the Send Activation Link button. After 24 hours, the activation link expires, and you must repeat the activation process to log in.

Changing Your SF Password To change your password at any time, click Setup | My Personal Information | Change My Password. The first time you log in you are prompted to change the temporary password that was emailed to you. We also recommend that you change your password periodically to protect the privacy of your data. If your administrator has set the User passwords expires in setting, you must change your password periodically. When you change your password, if you have not previously selected and answered a security question, you are prompted to do so. You must answer this question correctly if you ever forget your password and need it to be reset. You may have to activate your computer to successfully log in to Salesforce.com whenever your password is changed or reset, or when you log in from a computer you have not used to access Salesforce.com before. Activating your computer allows Salesforce.com to verify your identity and prevent unauthorized access. To activate your computer: 3. When prompted on the login page, click the Send Activation Link button. Salesforce.com sends an activation email to the email address specified on your Salesforce.com user record. 4.

When you receive the activation email, copy and paste the activation link into your browser. The activation link included in the email is available for you to copy and paste into your browser up to 24 hours from the time you clicked the Send Activation Link button. After 24 hours, the activation link expires, and you must repeat the activation process to log in.

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SF Mobile Installing Application on your BB or iPhone 1. Open the mobile browser and navigate to http://mobile.salesforce.com/setup 2. Click the Click here to download the client link, and then click Download. Click Reboot to restart your device. 3. When prompted to allow an HTTP connection, select the tp.mobile.salesforce.com checkbox. 4. Scroll down and click Allow this connection. 5. After the installation is complete, open Salesforce Mobile and accept the license agreement. 6. Enter your Salesforce.com username and password, and then click Activate. 7. The initial data download may last a few minutes. Future updates to the data occur automatically in the background when you are in wireless coverage. 8. You’ll need to create a passcode before accessing the application – only 5 characters required, can be all numeric (for ease of entering from bb).

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Duplicates - Merging Records Duplicate Contacts To merge duplicate contacts associated with a common account: 1.

From the Contacts related list of an account, click Merge Contacts.

2.

Check the rows of up to three contacts you want to merge. You can search the list of associated contacts to shorten the list, or click All Contacts to view the full list of associated contacts. Click Next to continue.

3.

Select one contact as the Master Record. Any data in hidden or read-only fields will be taken from the Master Record. However, administrators, and users with the “Edit Read Only Fields” permission, can manually select which read-only fields to retain. Note that hidden fields are not displayed.

4.

Select the fields that you want to retain from each record.

When there is conflicting data, the fields in the left column are preselected and the row is marked in purple. 5.

Click the Merge button to complete the merge.

Tips for Merging Contacts Consider the following when merging contacts:

 

Any related items from any of the duplicate contacts will be associated with the merged contact. If you are merging duplicate contacts that are members of different campaigns, the campaign Member

Status Updated date for each contact is retained and associated with the newly merged contact. 

Any account sharing and manual sharing for the master contact are applied to the newly merged contact.

All discarded duplicate records are moved to the Recycle Bin.

The newly merged contact displays the Created By date from the oldest contact you are merging, and shows the merge date as the Modified By date.

Duplicate Leads To merge duplicate leads: 1.

Select a lead record.

2.

Click Find Duplicates.

3.

Select up to three leads in the matching leads list that you want to merge. Optionally, enter a new lead name or company and click Search to find another lead to merge. Salesforce.com performs a phrase search for matches in the Name and Company fields. It also considers an implied wildcard after any entry. Search results include matches for any fields you enter, so if you enter Bob

Help.01-11/09


Jones who works at Acme, search results include anyone named Bob Jones at any company and any lead with Acme as a company. 4.

Click Merge Leads.

Tip Click Convert Lead to quickly convert the selected lead into an existing account, opportunity, and contact. 5.

Select one lead as the “Master Record.” Any data in hidden or read-only fields will be taken from the Master Record. However, administrators, and users with the “Edit Read Only Fields” permission, can manually select which read-only fields to retain. Note that hidden fields are not displayed during the merge.

6.

Select the fields that you want to retain from each record.

When there is conflicting data, the fields in the left column are preselected and the row is marked. 7.

Click the Merge button to complete the merge.

8.

Click OK to confirm.

Notes About Merging Leads  

Any related items from the duplicate leads, such as campaign or activity information, will be associated with the newly merged lead. If you are merging duplicate leads that are members of different campaigns, the campaign Member

Status Updated date for each lead is retained and associated with the newly merged lead. 

In Professional, Enterprise, Unlimited, and Developer Edition organizations, any sharing rules are applied to the newly merged lead.

 

All discarded duplicate records are moved to the Recycle Bin. The newly merged lead displays the Created By date from the oldest lead you are merging, and shows the merge date as the Modified By date.

In organizations that use divisions, the merged lead is assigned to the division of the Master Record, unless you select otherwise.

The fields visible in the search results for duplicate leads and matching accounts, contacts, and opportunities are controlled by the search layouts for those types of records.

Duplicate Accounts Account owns should contact Karen for duplicate account folders.

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Help.01-11/09

SF User Guide - Master 11-2009  

As we update Salesforce to meet our business needs, new subjects and helpful hints will be email to the user community and added to this boo...

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