The Official Salesforce Blog

The Official Salesforce Blog - Customizer

Embedded Help Using Grazr
Sep 20, 2006
Steve Andersen blogs about another cool use of homepage widgets. This time it's a widget called Grazr, which lets you embed a tree-like outline similar to Windows Explorer, on the Salesforce.com sidebar. Steve's using it to document the business processes of the non-profit he works for. Here's a working demo:

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Edit and Delete Records Directly from a Report with Custom Buttons
Apr 26, 2006
Today on the message boards gokubi posted a great best practice idea for initiating actions directly from a report.

The way Salesforce's reporting tool works is that you click through to view the record but it's one more click if you want to edit it or delete it. Gokubi created a custom formula field for edit, delete, and add to campaign which can be added as a column to your custom reports.

To see how he did it read the full post on his blog.

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Opening the Message Board Doors
Apr 18, 2006
The Salesforce.com customer message boards used to be available only to customers, but not anymore! Bowing to popular demand, we opened up the message boards last week to anyone with a web browser, an internet connection and a need to connect with the Salesforce.com user community. What does this mean for you?

Browse the Boards
Now you can visit the forums and read about what's going on without first passing through a login page. Just bookmark http://forums.crmsuccess.com/ or copy and paste the address. You will only need to login to post a message.

Link Directly to Posts
Opening up the boards also makes it easer for you to share links. For example, if you find an interesting post you can post it on your blog or email it to a friend knowing that they'll be able to read it.

Subscribe to Feeds
This is the most exciting feature for me and ~~Scott~~ Mark Mangano has already blogged about this. The new RSS feature allows you to subscribe to a board or a thread and view the most recent posts on your personalized homepage or within your feed reader. Of course you know all about feeds (RSS and Atom) already, but if you don't, they are technologies that let you keep track of many websites without actually visiting them.

Search
With the boards open, search works a whole lot better. Google is starting to index the content and no longer will you get a sign-in page when you click on one of the search results.

This is an exciting development for the salesforce.com community and we look forward to rolling out further enhancements to the message boards.

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Dynamically Required Picklists to Capture...
Mar 23, 2006
There have been some really interesting best practice ideas emerging from customer and partner blogs. This week Scott Hemmeter wrote about how you could use dependent picklists to create dynamically required picklists.

The example he used was a field to capture reason lost, a field that often appears on the opportunity page layout. Are you loosing deals based upon company viability, features, price, lack of references? This is valuable information. The challenge that most companies face is that they can’t make it a required field because the rep won’t know the reason for the loss until it’s closed. On the flip side they can’t ensure that it’s filled out consistently without it being a required.

His simple solution makes the reason for a loss required only when the stage is equal to closed lost. To learn how it’s done, visit Perspectives on Salesforce. Scott great work!

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Salesforce.com Search Widget
Feb 22, 2006
Yahoo! Widgets are tools that live on your desktop and allow you to get to information quickly.

Recently one was posted by an independent developer for searching inside salesforce. Just type in what you’re looking for and it automatically logs you into salesforce, returning the result set.

This free tool has been downloaded 395 times and has gotten good reviews. Give it a try and if it seems useful, forward it onto your team.

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A Faster Way to Customize
Jan 30, 2006
Over the past couple of days I’ve been spending a good bit of time building out some new custom tabs and custom objects, and I figured there’s got to be a faster way to bounce between a record and the customize screen.

The solution that I came up with was to create a very simple web link which directs you to the corresponding page in setup. This cut my clicks from four to just one. Now that might seem like a lot but it really adds up. It's also nice not to have to think about where you have to navigate. Rather than Setup, Build, Custom Object, Select Custom Object... it's just Customize.

If you have a fairly large monitor I also suggest launching the setup page inside the Salesforce window with the sidebar. This might seem awkward at first it makes it very easy to get back to the record you were customizing, saving you yet another click.

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Get Your Free Copy of AppExchange for Dummies
Jan 17, 2006
Register here to get a free copy of AppExchange for Dummies mailed to you. Written by Tom Wong, salesforce.com expert and author of Salesforce.com for Dummies, the new AppExchange for Dummies is a master guide to extending Salesforce functionality and building entirely new applications from scratch.

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Drag and Drop Org Chart
Nov 30, 2005
When working with large customers, it’s important to have an understanding of the account and contact hierarchies. You want to know who reports to who and whether or not a company is a subsidiary of a larger entity.

As many of you may well know this is standard functionality in Salesforce.com, but thanks to a free plug-in from Dream Factory, updating these hierarchies is easier than ever.

In a matter of minutes, you can create a custom link on the account and contact page. All you have to do is cut and paste the code below.

Once your org chart links are in place, your reps will have the ability to launch the org chart and make changes on the fly in a simple drag and drop interface.

https://www.dreamfactory.com/orgview/orgview.html?
sessionid={!API_Session_ID}&
serverurl={!API_Partner_Server_URL_60}&
username={!User_Username}&
fullname={!User_FullName}&
linkid={!Account_ID}&
userid={!User_ID}

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Salesforce.com News Widget for Konfabulator
Sep 28, 2005

For those of you who haven’t heard of Konfabulator it’s a Yahoo! company which makes widgets for your desktop similar to those widgets you might have seen on Macs. There are post-it note widgets, widgets for the weather, and now thanks to Liz Kao a widget to get all your salesforce.com news. The first step in getting started is to download the program from www.konfabulator.com. Next download the salesforce.com news widget. You might have to right click on that link and save the target to your desktop. All told it takes two or three minutes to set up. Give it a try and let us know what you think.

If you're looking for other widgets, click here to see a posting on the sforce blog about developing widgets. There's also an example of a konfabulator task widget for salesforce which you can try out.

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Adding a RSS Feed as a Home Page Component
Aug 16, 2005

Many companies have just begun to realize the potential of RSS. This new best practice teaches you how easy it is to add a RSS feed as a custom home page component.

There are all kinds of ways you can use this. Salesforce.com Administrators might want to stay abreast of the latest best practices or you might want to add a component for your sales organization to deliver industry news, competitive intelligence, or company announcements. Keep in mind you can add multiple home page components and apply them to different layouts for different audiences. Give it a try and impress your team.

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Add Salesforce to Your Firefox Search Bar
Aug 4, 2005
For those of you who haven’t made the switch to Firefox, this is yet another incentive to do so. Paul Constantinides created a very simple plug-in which allows you to run a Salesforce advanced search or a Supportforce solution search, right from the Firefox search bar.

This is also exciting because it demonstrates the extendibility and open nature of both salesforce.com and Firefox. For all the developers reading this post, what other types of Firefox Extensions could you build? Who’s going to be the first to design a salesforce widget?

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Sample Code for a Professional Looking Web-to-Case Form
Jul 29, 2005
A web-to-case form can be used to capture cases from your website and route them as fielded information into salesforce.com.

While it’s easy to generate the HTML for a web-case-form from inside salesforce.com, Chris Bonacore a salesforce.com Sales Engineer, has modified the html to pretty it up a bit. It utilizes the salesforce stylesheet for buttons, field labels, etc. It also takes advantage of JavaScript for formatting a phone number field.

To see what it looks like and to demo the functionality, you can Download his Web-to-Case.htm to your desktop. Clicking on that hyperlink will open the file. To download, simply right click on the link and save target as.

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Integrate Skype's IP-based phone solution with Salesforce for one click dialing
Jul 13, 2005
Some companies are turning to IP-based phone solutions like Skype and Vonage to save money. Skype is a peer-to-peer telecommunications company that has attracted over 40 million users in the past few years. Their plug-in allows PC-based calls through a USB headset or a PC's microphone and speakers. They offer free calls to any other Skype user and very low cost calls to regular phone numbers (2 cents per minute for the US, Western Europe, and Australia.

The example below shows how you might add pop-up dialing functionality to salesforce.com such that a user can click on a web link from a contact record and automatically launches the Skype client.

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Salesforce to RSS
Jul 11, 2005
There was a very interesting post by a 3^rd party consultant who has come up with a simple way to publish salesforce.com data to an RSS Feed.

It’s worth reading the full post, but the logic goes like this. You can create a workflow rule in salesforce which is triggered by an event. That event might be the creation of a new lead, the closing of a deal, or an updated project status. The workflow rule would then merge the event information into an email template which in turn would be sent to an email-to-post address. This is a common feature on most blogging applications including Blogger and Typepad. Now in most cases you’d want to keep this information private, so you’d password protect the blog. From there the blogging application can transform the posts into an RSS feed which can be picked up by any number of readers. All told the author of this post said it took him less than an hour and required no fancy code.

It’d be interesting to hear what other customers are doing with salesforce data and RSS. If you’ve got an use case or a wish list, please add your comments below.

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Creating a Custom Formula to Calculate Age
Jun 27, 2005
When working with date fields there’s often a need to calculate the number of days since a particular event took place. For example, if you run a support organization you might want to calculate the number of days it takes to resolve a case.

This is a little bit tricky because if the case is still open you’ll want to calculate the difference between the create date and the current date. If the date is closed, it’s the difference between the create date and the close date.

The formula field below accounts for both situations and even rounds down to the nearest integer. The end result is a simple standardized number which is easy to work with in reports and dashboards.

Formula:
IF( {!IsClosed} , ROUND({!ClosedDate} - {!CreatedDate}, 0) ,
ROUND((NOW() - {!CreatedDate}),0))
- This formula uses the special Boolean field {!IsClosed} to determine whether the case is open or closed. Note that when you use a Boolean field in an IF function, you do not need to compare it to TRUE or FALSE.
- {!CreatedDate} and {!ClosedDate} are both date/time fields, so you can use them together with the NOW() function in subtraction operations.
- The ROUND function is used to round off the decimal portion of the resulting duration in days.
Note that this is general approach and could be used for calculating age of any type of data -- Leads, Accounts, custom objects, and so on.
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A New Approach to Understand Custom Apps
Jun 23, 2005
I’ve been playing around with a new product called FlashPaper from Macromedia and I want to see what you think. FlashPaper is similar to PDF but there is nothing to install and it should load faster.

How to Build a Recruiting Application - Flash Paper Version

With this example we want to paint the big picture of how easy it is to create a custom app and then allow you to zoom in for detailed screenshots and explanations.

You’re feedback is very important to us, so please post comments. We want to know what types of resources you want us to produce.

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Create Groupings Using Custom Formula Fields
Jun 15, 2005
The Summer ’05 release has already started to change the way I analyze data in salesforce.com, bringing forward trends that were once hard to distinguish.

The first formula I’ve started using is a simple average calculation. For example, you might want to divide the number of employees by the number of users to calculate your penetration in an account.

{!Number_Users} / {!Number_Employees}

Note that that you'll have to substitute your custom fields when building this formula but it shows you the basic design pattern.

This calculation is very similar to the way analysts do a Price/Earnings ratio so that they can get an apples to apples comparison.

I’ve also found that I’m using custom formula fields helps with categorization. For example, on the account record you might have the number of employees but for reporting purposes you want to create buckets. To do so you can create a nested if statement that looks something like this.

IF({!Employees} = 0, "",

IF({!Employees} <50, "Tier 1",

IF({!Employees} <= 200, "Tier 2",

IF({!Employees} <=500, "Tier 3",

IF( {!Employees} <= 1,000, "Tier 4", "Tier 5")))))

With these two data points you can create a report to measure penetration at different tiers. I’ve left the stage, summary fields, and tier thresholds blank but it should be enough to spark some ideas for your organization.

To learn more about how custom formula fields work, I highly recommend Getting Started with Custom Formula Fields presentation and the Custom Formula Field Blog.

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Creating a Custom Join
May 3, 2005
This example creates a Many-to-Many relationship between Contracts and Opportunities, although any two standard Objects can be used. It allows you to put a Related List of Opportunities on the Contracts object, and a Related List of Contracts on the Opportunities object.

Download the PDF for detailed instructions. -Susan Kerr

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Merge Duplicate Contacts
Apr 29, 2005
Have you wanted to merge a contact record right from the contact? Here's a quick Web Link you can use. Remember this will only find contacts that belong to the same account.

Copy and past this link into your Web Link.
https://na1.salesforce.com/merge/conmergewizard.jsp?retURL=%2F00130000004PRSX&id={!Account_ID}&srch={!Contact_FullName}

To read more and learn how to use a Sforce Control to keep the same window active when you launch this Web Link or any other one, go to the community board.

http://forums.crmsuccess.com/sforce/board/message?board.id=practices&message.id=628

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Add a Web Integration Link for Aerial Photos
Apr 7, 2005

About a month ago there was a post on how to create a Web Link for Google Maps.

If you haven't set this up already, Google just provided one more compelling reason to do so. Earlier this week, they quietly introduced a new satellite feature that allows you to get an aerial photo snapshot for any address in the United States.

Obviously if you’re in the commercial real-estate business this is an extremely valuable tool, but even if you’re stuck in an office doing telesales, it provides great context when talking with prospects. Using a web integration link in Salesforce it’s just one click to bring up the satellite photo like the one above.

Here's a WIL that works on contacts:

http://maps.google.com/maps?q={!Contact_MailingAddress}%20{!Contact_MailingCity}%20{!Contact_MailingState}%20{!Contact_MailingPostalCode}

Here's one from Matt Browning that gives directions from the user’s address to the contact’s address.

http://maps.google.com/maps?q=from%20{!User_Address}%20{!User_City}%20{!User_State}%20{!User_PostalCode}%20to%20{!Contact_MailingAddress}%20{!Contact_MailingCity}%20{!Contact_MailingState}%20{!Contact_MailingPostalCode}

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Creating a WIL for Merging Duplicate Accounts
Apr 6, 2005
Have you every found an account record that's a duplicate and wanted to launch the account merge form right from that account? Here are the general steps.

Create a Web Link for the account object as: https://na1.salesforce.com/merge/accmergewizard.jsp?srch={!Account_Name}

Add that Web link to your page layout call it "Find Duplicates." Now go to an account and fire off your new WIL.

You may have to adjust the account name to pick up the duplicate, however you now skip that mess of going to the accounts tab.

I 'WIL' have to admit I didn't think of this one on my own. It was passed to me from one of the SFDC professional services guys. Thanks.

Fifedog

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Build Your Own Recruiting Application
Mar 30, 2005
Looking for inspiration on how you might use customforce to automate new areas of your business?

Here’s one such example. Jobforce allows Salesforce.com’s recruiting team to manage departments, jobs, postings, applicants, and candidates.

By switching from spreadsheets to a collaborative application built using customforce, the recruiting team has improved workflow, automated processes, and created real-time reports.

The team recently took it one step further linking the 80+ job postings directly to the website. This allows them to make changes quickly and easily, lifting an enormous burden off the web development team.

We’d love to hear how you’ve applied customforce. If you’ve got an idea enter a comment below or send it to submissions@crmsuccess.com.

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How to Web Link into a Salesforce Page
Mar 29, 2005
If you want a Web Link to link into a Salesforce page and not popup, it can be difficult. You end up with two sets of tabs (an entire second set inside of the frame).

There is a way around this, although it's not that intuitive.

1) Create an scontrol that links to your WIL. The scontrol looks like this:

<script type="text/javascript">

window.parent.parent.location.href="https://na1.salesforce.com/home/schedule.jsp?yr=2005&mo=3&cal_lkid=023300000002PSQ";

</script>

2) Create a WIL that leverages this scontrol.

The key is the window.parent.parent.location, which will take over the entire screen with your new link.

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Creating a RSS Web Tab Inside Salesforce.com
Mar 15, 2005
There are a number of free web-based RSS Readers. In essence they allow you to create a personalized news pages drawing information from a number of sources. To improve adoption and impress your users, you might consider creating a web tab with an imbedded RSS Reader. If you’re an Enterprise Edition customer it’s very easy to do.

Step 1: Create a Web Tab in Salesforce.com

Step 2: Enter the URL for the RSS Reader http://www.start.com/1/

Step 3: Add content http://blogs.salesforce.com/blogs/index.rdf

Note that the RSS Reader featured above recognizes each user based on their cookies, so each user will have to set up their own RSS feeds. You might provide some sample feeds to get started, but once they get the hang of it it will likely prove to be a sticky feature that your team raves about.

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Spice Up Your Mass Emails
Mar 3, 2005
Here’s a post by Melissa Elliot. It’s a simple trick that can really set your emails apart.

“This might be old news to most of you guys but I was really excited when I discovered this. You can upload animated images into Salesforce.com. You can then use them as a logo in an HTML email. If you have different logo brands, you can animate the logos and attach as letter head. So cool.”

Community Post

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What are Custom Objects?
Feb 24, 2005
This presentation is a very good primer to help you understand custom objects, what business challenge they help address, and the basics of setting up a custom object.

This presentation is available in Breeze.

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Integrating with Microsoft MapPoint
Feb 18, 2005

I’ve had a number of customers ask about how we created our Customer Map for Dreamforce.

We used an off the shelf program from Microsoft called Microsoft MapPoint. It’s about $265 from amazon.com.

To create a map, run a report in salesforce.com and export it to excel, and then import it into MapPoint. If you’re doing regular refreshes to the data you can get tricky and use salesforce.com’s Excel integration tool.

Once you’ve got the data in MapPoint it allows you to quickly plot the data in any number of ways. If you’re doing route planning it does a pretty good job of that too.

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Integrating Google Maps with Salesforce.com
Feb 11, 2005
From: Benji Jasik

For those of you who haven't seen google maps yet, it's really amazing.

Here's a WIL that works on contacts:

http://maps.google.com/maps?q={!Contact_MailingAddress}%20{!Contact_MailingCity}%20{!Contact_MailingState}%20{!Contact_MailingPostalCode}

Here's one from Matt Browning that gives directions from the user’s address to the contact’s address.

http://maps.google.com/maps?q=from%20{!User_Address}%20{!User_City}%20{!User_State}%20{!User_PostalCode}%20to%20{!Contact_MailingAddress}%20{!Contact_MailingCity}%20{!Contact_MailingState}%20{!Contact_MailingPostalCode}

Doing a search on a custom homepage might also be useful.

How about using maps to do data cleansing? If you don't have the zip, it figures it out, then somehow we write it back? They have an XML interface where maybe we could consume that info with an scontrol?

I'm sure you could also build a web link that would take the user's home address, and immediately route the directions from the user's address to the contact address.

Other ideas for how this could be used? -B

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Dependent Drop Downs
Feb 11, 2005
Many companies require dependent drop downs for things like case categorization. There’s a neat trick using that Graham Rowe came up with leveraging scontrols, an enterprise edition feature. Attached are details on how to set it up along with screenshots. Keep in mind this requires some technical knowledge to execute.

Download dependent_drop_downs.PDF
Download double_drop_down_example.txt
Download triple_drop_down_example.txt

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Customizable Search HTML Components
Feb 9, 2005
Occasionally, people have requested to have more flexibility in how search works on the home page. Usually "Advanced Search" will solve most needs (searching custom fields, etc)...however this solution may be interesting to you if you're looking for more control and to do things like:

1) Sort Search Results
2) Search for Contacts within specific Accounts
3) Search specific fields rather than all fields
4) Bypass the search indexing of records ensuring that newly created records are always immediately available.

View the post for instructions on how to create a custom HTML component for searching. This uses our report engine, HTML Components on the homepage, and Javascript.

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Public Knowledge Base in Action
Feb 7, 2005
Below are examples of Salesforce.com customers leveraging the Public Knowledge Base to deflect support inquires and service customers 24 hours a day.
- AnXdea – Even Using Solution Categories
- Rally Software Development
- Learning.com
- Screendreamer.com
- Gearworks
- Blackbird Group
- Print Room
- Gvox
- MissionFish
- Spoke Software
Setup your own Public Knowledge Base
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RSS News Feed as a Homepage Component
Feb 3, 2005

From: Graham Rowe
Sent: Thursday, February 03, 2005 10:58 AM
To: # Sales Engineers
Subject: RSS News Feed Homepage Component

Here is a quick and easy way of getting access to an RSS news feed on to your home page.

Create an HTML Area component, 'Latest Headlines' for example or 'Industry News' (there are a number of free industry specific news services)

On the HTML page check the 'Show HTML' check box and paste in the following:

 
<SCRIPT language=JavaScript src="http://convert.rss-to-javascript.com/scroll/?desc=1&date=0&num=10&font=Arial&font_size=14&bgcolor=&src=http://news.bbc.co.uk/rss/newsonline_world_edition/business/rss091.xml&target=_blank&rss_title=Breaking News...&speed=1&pause=1&height=80&width=550&type=1"></SCRIPT>

Replace http://news.bbc.co.uk/rss/newsonline_world_edition/business/rss091.xml

with your desired news service. Here are lists of some rss feeds you may want to use.

http://w.moreover.com/categories/category_list_rss.html

http://news.yahoo.com/rss/

http://www.reuters.com/newsrss.jhtml

On these pages click to open the RSS XML and then cut and paste the URL.

Save the HTML component and you're done!

You may also want to do the following so you don't get warning about mixed secure / non secure content. In IE, Internet Options->Tools->Security

Internet->Custom Level - Display Mixed Content make enabled.

This uses a free service from http://www.rss-to-javascript.com/ where you can find further information on some of the parameter settings if needed.

Regards, Graham

Community Board Discussion

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Workflow Automation
Jan 28, 2005

Workflow Automation Best Practices
Bhavin Shah (salesforce.com), Partha Baral (Wyse), Gary Hill (Concerto)

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Customer Self-Service Portal
Jan 28, 2005

The Self-Service Portal (SSP) is offered at no additional cost to our Professional and Enterprise Customers, yet it can be used as a revenue generating tool for the company that deploys it.

How: Since you control access to the SSP, you can market it as a Premium Support feature and charge customers a Premium Support fee to access it.

Membership has its privileges: Users in the SSP can view the status of their cases online, view any case comments, add comments of their own, view the Top 5 Solutions and have access to solutions not available to the rest of your customers. In addition, Cases created in the SSP can be routed to a special Case Queue where they can be treated as a priority case by your “premium” support representatives.

To learn more, please attend our Free Best Practice Workshop on Support. This Workshop is a live interactive session conducted by a Customer Success Manager every Thursday @ 11:00 AM EST: Workshop Details

Other Resources
Self-Service Implementation Guide
Customer Panel on Web-Based Self Service
A Great Post from the Online Community

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Great Uses for Email Templates
Jan 28, 2005

Click Here to view post

Hi Ole,

We were slow on the uptake with templates, but lately we've had a huge push to use them and find they are a great, frictionless way to get your sales team to send out (trackable!) e-mail to leads and contacts. Here are 10 quick ideas for templates

1. Web to lead responses. You have the option to automatically generate e-mail responses to leads that come in through your W2L forms. This is a powerful way to increase the number of touches you have with your lead, in addition to pointing them to other areas on your web site they might like to explore.

2. Announcing new products/updates. Since you are in the software industry, you must frequently send out notes to your customers announcing new product versions and patches. Using HTML templates is a great way to empower your Salesforce to send these announcements out to their customers. The added benefit to you is that your product marketing folks can TRACK who in the sales team has sent them out and who needs a little more "encouragement."

3. Internal workflow. You can use HTML templates to send notifications to your inside sales, sales management, executive management, etc. Face it, sometimes your execs just don't log in to SFDC as much as you would like. Using templates to notify people of something new in Salesforce.com reminds them that good data is flowing in to your CRM system. And it shows that you are working -- always a good thing!

4. New press releases/articles. If your PR team is putting out news, and especially if your company is getting press coverage, you'll want your sales team to share that with prospects/customers. Importing the HTML into a template to be easily personalized and sent out is a great way to share the great news.

5. Sales prospecting templates. Do you have white papers, demos, product data sheets that you regularly share with customers? If so, you can include them (using the documents tab) in your e-mail templates as attachments. Not only does this make it easy for your sales force to send out, your marketing team will send you valentine's day cards for making sure that the version of the collateral your sales team sends out is the latest version that marketing has produced. No more versioning issues!

I can give you a bunch more ideas, but hopefully this gets your imagination going. - Steve

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Using Web Links for Driving Directions
Jan 28, 2005
This is a great post from Gene on the Community Board. Click Here to view the full post.

Here's a neat little web link that's a slight variation on the default "Map" web link. When you click on the web link, it will take you to Yahoo! Driving Directions with the address on your salesforce.com user profile as the starting point and the contact address as the destination.

http://maps.yahoo.com/dd?cn={!User_Country}
&csz={!User_City}+{!User_State}+{!User_PostalCode}
&addr={!User_Address}
&tcountry={!Contact_MailingCountry}
&tcsz={!Contact_MailingCity}+
{!Contact_MailingState}+{!Contact_MailingPostalCode}
&taddr={!Contact_MailingAddress}

You could easily modify this into a driving directions web link and put it on the Account page layout instead.

Give it a try!

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Custom Tabs, Custom Objects
Jan 28, 2005

Building Custom Tabs & Custom Objects with Studio (Slide with Audio)
Extreme Stuidio (Slides with Audio)
Build Your Own Custom Application (Slides Only)

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