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Case Number Subject

00022382 ADM201: Student Exercise Guide

00023519 ADM201: Formatting Issues

00022!9ADM201: Exercise 3"! #$ange %rom &our turnto 'oin Me


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00023982 ADM201: S(ide num)er 5 and 92

0002250

00022009

00022010

0002353 ADM201: Setu* Assistant " ne+ s(ide

ADM201: Exercise "!,"5 " Add a Ste* to t$e-as.s

ADM201 M00: s(22 Intro /eie+ 1 customercom*an

ADM201 M00: s(20 4 ex Intro (og in *(easecan +e do 5 $as$es eg a+66666


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00022011

0002190

00023881 ADM201: 7sing a #ustom Fisca( &ear s(ide

00023883

00023885

0002388

0002388

0002!09

0002!02

ADM201 M02: Ex 2"11 2ii it as.s us toc$ange I; (engt$ to !< )ut a(read !=

ADM201: S(: 98< -it(e: >Getting /ead %orSa(es%orce1>< Issue:

(ogin?sa(es%orce?com,one,one?a**

ADM201: 7ser Inter%ace Settings %or t$eSide)ar s(ide

ADM201: @o+ does a *ro(e #$ange t$e 7serEx*erience s(ide

ADM201: S(ide: Bie+ing and Editing ro(es:En$anced 7ser Inter%ace

ADM201: 7sing @istor -/ac.ing to MaintainData ua(it

ADM201: S(ide 98 uestions 5 and missing>-eac$ing oint> content

ADM201: S(: 92< -it(e: >#reate u)(ic andriate Grou*s>< Issue: Exercise -*e Missing


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0002233

0002350 ADM201: #ustom ro(e (imit notes

000235!

0002!00

000219

000218

ADM201: S(: 129< -it(e: >@o+ #an +e Inc(udeMore 7sers on #$atter>

ADM201: SMS Identit #onrmation settingrenamed

ADM201: S(ide 1!1 " Cno+(edge #$ec. " -$econtent in >-eac$ing oints> is missing

ADM201: -ina e(( A**(icant /ecord s$ou(dnot )e o+ned ) t$e Ss Admin

ADM201: /ename >ro(e #/ED> on t$e igicture s(ides


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0002222!

0002222

0002239

ADM201 M0!: S(ides 229,230 uestions dontmatc$ C#M

ADM201: ;e+ S(ide " need to add a s(ide sorto% (i.e !01 t$at $e(*s *eo*(e understand t$e*rocess %or determining t$e D %or ano)ect?

ADM201 M0!: S(20 Is it +ort$ addinganot$er s(ide a%ter t$is on Manager Grou*s


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00022515

00023! ADM201: Hogin access *o(ic c$anges

0002!021

ADM201: S(: 15!< -it(e: >#reating an

rganiation"ide -rusted I Address Hist>!"9: #reate**ortunit S$aring /u(es>< Issue: Missings(ide %or Ex !"9


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00022593

0002395

00023!0 ADM201: Data Hoader %or Mac u*date

ADM201: S(: 22< -it(e: >#reating #ustomFormu(a Fie(ds>

ADM201: S(: 22< -it(e: >Modu(e Intro andAgenda>< Issue: Moe )u((et *oints to rig$tside


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00022012 ADM201 M0: S(333 Instructor notes ague

0002201!

0002250!

ADM201 M0: S(33! (ease can +e add t$eaai(a)(e o)ects on t$is s(ide

ADM201: S(: 33!< -it(e: >Setting 7* Du*(icateManagement>< Issue: I% ou deactiate orremoe a e(d on an o)ect< it ma causematc$ing ru(es +it$ ma**ings to t$is e(d to)e ignored


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0002339

000222!

0002225

0002180

00023132

0002!022

ADM201: screens$ots remoed %romIm*orting Data s(ide

ADM201 M0: Ex "10 2 Giii is +rong ands$ou(d )e @ as it is a ne+ ste*

ADM201: Mod;um""5< Ste*: !""ii"/e*ortDescri*tion< -it(e: >#reate a #ustom /e*ort>

ADM201: S(: 3 and 38< -it(e: >Grou*ing )Date Fie(ds> and >/e*ort Formats art 3:Matrix /e*ort:< Issue: S+itc$ s(ide order

ADM201: Ex: "1< Ste*:! Jin Student GuideK/un and Modi% a /e*ort>< Issue: ;ameo% re*ort inconsistent

ADM201: S(: 352< -it(e: >/e*ort andDas$)oard Fo(ders>< Issue: Du*(icate o% s(ide351


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0002189

00022019

00022015

00022021

ADM201: Ex: " and "10 JSte* 3K< -it(e:>Fi(ter ) /e(atie Date Ba(ue> and >#reate#ustom Ado*tion /e*orts>< Issue: Studentscreate t$e same re*ort t+ice

ADM201 M08: ex 8" 5 ste*s ' 4 C +e cou(duse searc$ %eeds

ADM201 M08: S( !33 needs u*dating toinc(ude rocess ui(der Jemai( a(ertsK

ADM201 M10: S(558 s$ou(d )e a mirror o%s(ide !8< )ut t$e rg +ide address ste* ismissing?


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0002221

000235!9 ording c$anges in Exercise 8" to matc$ 7I

ADM201: S(: !3< -it(e: >#reating @-MH Emai(-em*(ate in Four Eas Ste*s>


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00023!2 ADM201: Head Assignment #$anges

00022523ADM201: #om)ine 2 or.Lo+ exercises into1


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Description Closed Date

3,18,2015

5,15,2015

3,30,2015

In Exercise 3"2? Student exercise guide doesnot $ae com*(ete instructions? Fo((o+ingtas.s are not gien in t$e exercise guide att$e tas. section? -$oug$ ste*s are gien int$e ste*")"ste* instructions? A(( t$e studentsdo not (i.e %o((o+ing ste* ) ste* instructionscannot )e turned FF once t$e sstem adminena)(es it?> -eac$ing oints " item 5 states>Administrators can a((o+ users to c$oose

)et+een emai( and SMS identit conrmation) granting t$em t$e A((o+ emai(")asedIdentit #onrmation *ermission>? SMSased Identit #onrmation< Cno+(edgeArtic(e ;um)er: 0001035 states >e%oret$e t$e S*ring 1! re(ease< t$is artic(ementioned t$e A((o+ emai(")ased Identit#onrmation *ermission to ena)(e emai(identit conrmation erication %or users+it$ eried mo)i(e num)ers? In t$e S*ring1! re(ease< t$e A((o+ emai(")ased Identit#onrmation *ermission +as renamed t$e

Emai("ased Identit #onrmation *tion*ermission? -$e )e$aior is t$e same?

7*date (ogin *ermissions on s(ide 12Administrators +it$ Modi% A(( Data*ermission and de(egated administrators +it$Bie+ Setu* and #onguration *ermissioncan (og in as an user +it$out as.ing endusers to grant access? reious(< t$is o*tion+as aai(a)(e on( i% Sa(es%orce ena)(edt$eAdministrators #an Hog in as An 7sersetting %or our organiation? -o disa)(e t$is%eature< contact Sa(es%orce?

-$e s(ide %or Exercise !"9 is missing? -$eexercise is in t$e Exercise Guide )ut no s(idein t$e dec.


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3,1,2015

3,1,2015

3,30,2015

Instructor notes state: A%ter Du*(icateManagement is set u*< an time a userattem*ts to sae eit$er a ne+ record or anexisting record< t$e du*(icate managementtoo(s go to +or.? (ease cou(d +e $ae t$eDM setu* ste*s $ere ou(d )e good %oruic. re%erence since it is admins +e areteac$ing and I suggest +e s$ou(d )e a)(e tote(( t$em in )rie%? As t$is course moes on t$ere(ease notes are going to )e )ot$ersome togo t$roug$ ust %or t$is uic. )it o% setu*? EG+e cou(d sa -$ere is no c$ec.)ox in t$e)ac.end %or admins to s+itc$ it on? It isaai(a)(e in a(( orgs and +i(( start +or.ing assoon as du*(icate and matc$ing ru(es $ae)een setu* and actiated?

current( on( 3 )u((et *oints on s(ide? (easecan +e add: Aai(a)(e %or accounts< contactsI% ou deactiate or remoe a e(d on ano)ect< it ma cause matc$ing ru(es +it$ma**ings to t$is e(d to )e ignored? -$iscou(d aQect our du*(icate detection? Ma.esure ou c$ec. a(( du*(icate ru(e e(dma**ings %or an o)ect i% ou deactiate orremoe a e(d on t$e o)ect?> -$is is t$e usecase: 1K created a custom e(d on o)ect 2Kadded to Matc$ing /u(e 3K tring to de(etet$e custom e(d and got t$is error >-$is e(dis used ) t$e %o((o+ing matc$ing ru(es: Rru(ename? e%ore ou can de(ete t$e e(d +$atsmissing in t$e teac$ing note


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5,1!,2015

3,30,2015

3,30,2015

1,!,2015

5,5,2015

2 co*ies o% t$e s(ide are inc(uded? 5,28,2015

7*date s(ide +it$ ne+ screens NN Is s(ide 301sti(( needed

#urrent( G sas add Hogin Date,-ime#o(umn and t$e i and ii te(( ou $o+ to dot$at? iii t$en sas #(ic. -a)u(ar Format andse(ect summar? -$is s$ou(d )e moed to @and t$e (etters a%ter t$at u*dated to reLectt$e c$anges? A(ternatie(< ou cou(d dro*t$is ste* and ust as. t$em to se(ect grou*) t$is e(d in ste* @< t$ere) automatica((c$anging it to a summar re*ort? t$an.s

Issue: /e*ort Descri*tion sas: >$at are t$ecustomer accounts created t$is ear grou*ed) Industr> It s$ou(d sa >#reated A(( -ime>as t$e date range in t$e exercise is A(( -ime?

I t$in. it +ou(d ma.e more sense to s+itc$t$e t+o s(ides so +e discuss Matrix re*ortsrst and t$en discuss t$e *ossi)i(it to grou*) dates?

For Exercise "1< t$e Student Guide states int$e tas.s to create re*ort and Sae it as#(osed usiness t$is &ear I% ou go t$roug$t$e exercise guide< t$e ste*s sa to sae it as#(osed usiness &-D Jou a(so use t$is re*ort(ater in a das$)oard and t$e Exercise guideagain re%erences it as #(osed usiness -&DK-$is is con%using )ecause a (ot o% students donot use t$e exercise guide? -$e sim*( (oo.at t$e tas.s (isted in t$e Student Guide and

t$en get to Das$)oard exercise and arecon%used?


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3,18,2015

!,23,2015

Suggestions: 1? S$ou(d t$e tit(e )e >#reatingan Emai( -em*(ate in Four Eas Ste*s>

)ecause ou dont necessari( $ae to use@-MH 2a? In t$e rst )ox >#$oose -em*(ate-*e> on t$e t$ird )u((et *oint *er$a*s +ecou(d use >,> )? -$ere isnt a c(osing*arent$esis a%ter >Jno (etter$eadK>? -$an.s=rocess ;ame: ost %or on **ortunities ii?Descri*tion: ost to A((ison $ee(er %or +ono**ortunities? #? #(ic. Sae? 2? S*eci% t$eo)ect? A? #(ic. Add o)ect? i? )ect:**ortunit ii? Start t$e *rocess +$en arecord is: created or edited ? #(ic. Sae? 3?Add *rocess criteria? A? #(ic. Add criteria? i?

#riteria ;ame: on **ortunit ii? #riteria %orExecuting Actions: #onditions are met iii?Fie(d: Stage J#(ic. #$ooseK i? *erator:Eua(s i? -*e: ic.(ist ? Ba(ue: #(osed oni? #onditions: A(( o% t$e conditions are metJA;DK ? #(ic. Sae? !? Add an immediateaction? A? 7nder IMMEDIA-E A#-I;S< c(ic.Add Action? i? Action -*e: ost to #$atter ii?Action ;ame: ost to B Sa(es iii? ost to:7ser i? 7ser: Searc$ %or a user ? Find a user:A((ison $ee(er ? In t$e text )ox< enter I ust+on t$is o**ortunit: #? #(ic. Merge Fie(d? D?

Se(ect ;ame and c(ic. #$oose? E? #(ic. Sae?5? Actiate and test t$e *rocess? A? #(ic.Actiate? ? #(ic. C to t$e ersion +arning?#? #(ic. ac. to Setu* O Manage 7sers O7sers? D? In t$e Action co(umn< c(ic. Hoginnext to Anna ressan? E? In t$e G(o)a( Searc$)ox< enter iQcor* and c(ic. Searc$? F? 7nder**ortunities< c(ic. Edit next to PiQ#or*"rinters? G? #$ange t$e Stage e(d to #(osedon? @? #(ic. Sae? I? In t$e G(o)a( Searc$)ox< enter A((ison and c(ic. Searc$? '? #(ic.Searc$ Feeds? C? Beri% t$at t$e ost a**ears

in t$e %eed? H? #(ic. Anna ressan O Hogout?


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11,5,2015

5,1!,2015

Exercise guide *age 155 exercise 8"8: s$o+o*tions on *age (aout *ro*erties so t$at t$eo*tion does,does not a**ear on t$e edit,ne+(ead *age ;otes %rom /H: -o %orce caseassignment ru(es< se(ect De%au(t under #aseAssignment #$ec.)ox? -$is means end users+ont see an o*tion to turn oQ caseassignment +$en editing a case? &ou can a(sodecide to inc(ude t$e Assign using actieassignment ru(es c$ec.)ox ) se(ecting S$o+on edit *age? I% ou se(ect )ot$ o*tions< t$eassignment c$ec.)ox is dis*(aed and isc$ec.ed ) de%au(t? -$e de%au(t setting +i((%orce t$e assignment ru(e to run un(ess oua(so dis*(a t$e c$ec.)ox and a usermanua(( dese(ects t$e c$ec.)ox?

;o+ t$at +e $ae an exercise %or t$e *rocess)ui(der< can +e com)ine t$e 2 +or.Lo+exercises into 1? e can $ae an immediate

action and time de*endent action to coer)ot$? e can use t$e existing exercise 8"!and add a time de*endent tas. %or 1 daa%ter date c(ose? Assign to t$e Account o+ner?su)ect +ou(d )e %o((o+ u* +it$ c(ient toensure t$e are satised +it$ reso(ution? /&ou can add an immediate action to 8"5 ande(iminate 8"!?


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Closed Action Closed Action Explanation

Exercises u*dated

Exercises u*dated

S(ides u*dated

I $ae added a screens$ot +it$ a(( t$e*ermissions to t$e exercise guide?

Exercise 3"! $as no+ )een c$anged to a 'oinMe?


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S(ides u*dated Exercise t*e s*ecied on s(ide as reuested?

S(ides u*datedT Exercises u*dated

S(ides u*dated


S(ides u*dated

-$e %o((o+ing )u((et +as added to tas. 62 o%exercise "!: -*e is #ustomer? Adding t$is)u((et is unnecessar in Exercise "5< sincetas. 63 a(read states t$at it s$ou(d )e(tered %or customers?

-$ere are ne+ cor*orate s(ides t$at domention t$e customer com*an< and t$e

teac$ing notes c(ear( sa t$is: #ustomercom*anies are not on( connecting t$eircustomers< t$e are connecting em*(oeestoget$er so t$e co((a)orate around customeraccounts< *ro)(ems< and ideas? #onnectedem*(oees can so(e *ro)(ems %aster and(eerage ex*ertise across our com*an? It isone +a to ta(. a)out )eing customercom*anies?

Ste* 2Ai on t$e Intro: Hog In exercise $as)een c$anged to $ae e 6s?

;e+ s(ide tit(ed Setu* Assistant %or ;e+rganiations


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Exercises u*dated

S(ides u*dated

S(ides u*dated u*dated screens$ot

S(ides u*dated screens$ot u*dated




S(ides u*dated

S(ides u*dated Exercise t*e s*ecied on s(ide?

In Exercise 2"11< Ste* 2 ii< t$e *in (engt$+as c$anged to ?

-$e %o((o+ing +as added to t$e instructornotes o% t$e s(ide tit(ed >Sa(es%orce1 Mo)i(eA**>? &ou can s$o+case t$e a** on ourcom*uter ) using

(ogin?sa(es%orce?com,one,one?a**

Modu(e 2 .no+(edge c$ec. s(ide no+ $asans+ers to uestions 5 4 in t$e instructornotes?


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S(ides u*dated

S(ides u*dated

S(ides u*dated tested and instructor notes u*dated

S(ides u*dated

rg u*dated

S(ides u*dated

I c$anged t$e +ording on t$e s(ide to t$e%o((o+ing: A((isons *ost: #$atter $as )eengreat %or m team and +ed (i.e mem)ers o%t$e /UD team to oin us on #$atter< to*artici*ate in some *roduct grou*s? @o+eer cannot )e turned FF once t$esstem admin ena)(es it? 5? Administratorscan a((o+ users to c$oose )et+een emai( andSMS identit conrmation ) granting t$em

t$e Emai(")ased Identit #onrmation*tion *ermission?

;otes u*dated and /esource )ar at )ottom o%s(ide u*dated on $o+ to disa)(e t$e ne+%eature? As o% t$e Summer 15 re(easea(( o% S$ame> Jsorted ) ro(eK to "-ested success%u(( in das$)oard exercise "12?

Exercise 8"< Ste* 5' no+ reads #(ic. Searc$Feeds?

S(ide tit(ed >re*aration %or e)"to"Head,#ase> is no+ >re*aration %or e)"to"Head> and a(( mention o% cases $as )eenremoed? In t$e s(ide tit(ed >re*aration %ore)"to"#ase and Emai("to"#ase> a(( mentionso% (eads $ae )een remoed? ot$ $ad t$eorg"+ide emai( ste* so no action +as ta.enon t$at account?


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S(ides u*dated


added to notes on exercise 8"8 in s(ide dec.as o*tion to s$o+? Doesnt aQect exerciseGreat idea< ;oa$? I+ou(d (i.e t$e sa(es re* in c$arge o% t$eaccount to %o((o+ u* +it$ our im*ortantcustomers a%ter t$e case $as )een c(osed? I+i(( a(so need to trac. and t$is data on aregu(ar )asis? Is t$is *ossi)(e> Exercisescom)ined into one?


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Exercises u*dated

S(ides u*dated

S(ides u*dated n screen text c$anged to /u(e #riteria?

S(ides u*dated n screen text c$anged to /u(e #riteria?

Exercise 9"3 tas. 2 +as c$anged to t$e%o((o+ing: 2? Esta)(is$ ea(uation criteria andtrigger criteria? A? /u(e ;ame: Esca(ated incase comment )od u*dates *riorit tomedium ? Descri*tion: 7*date case *rioritto medium +$en agents add comments t$atcontain t$e +ord esca(ated? #? Ea(uate t$eru(e +$en records are: created< and an timeits edited to su)seuent( meet criteria D?/un t$is ru(e i% t$e %o((o+ing: criteria are meti? Fie(d: #ase #omment: od ii? *erator:

contains iii? Ba(ue: esca(ated i? Fie(d: #ase:riorit ? *erator: eua(s i? Ba(ue: Se(ectHo+ %rom t$e (oo.u* (ist E? #(ic. Sae 4 ;ext?Ste* 3Aiii: iii? Descri*tion: Fie(d u*date *riorit c$anges to medium +$en commentadded containing t$e +ord esca(ated? Ste*!Eii: ii? Enter Interna( #omments: -$is case+as esca(ated?

-$e s(ide tit(ed >Automating #aseManagement> no+ reads: e)"to"case isa(read saing us time= $at e(se can +eautomate For exam*(e< is t$ere a +a toautomatica(( u*date t$e case *riorit to medium as soon as an agent adds acomment t$at contains t$e +ord esca(atedto a case Hast(< our more ex*eriencedsu**ort agents need to ta.e o+ners$i* o%roduct Su**ort cases t$at $ae )eenunreso(ed a%ter %our $ours? -$an. ou?


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S(ides u*dated

S(ides u*dated Added to instructor notes? ;o+ on s(ide 510?

S(ides u*dated

-$e teac$ing *oints +ere c$anged to inc(ude

t$e %o((o+ing: A #om*uting does not ex*ectto exceed t$e (imit o% e t$ousand cases ada t$at can )e automatica(( generated )+e)"to"case? @o+eer< i% t$e do receiemore t$an 5000 reuests in a 2! $our *eriod

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