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Modify Your Data Model

Introduction

Salesforce offers lots of customization options that allow you to tailor your org to fit the needs of your teams. Like a gearhead tricking out a muscle car, you can add some pretty sleek bells and whistles—creating processes and record types, customizing fields, and creating picklists—all to suit the needs of your business and keep its engine purring.

Customize Fields

Your users need custom fields to capture their unique business data. You can add custom fields for each of the tabs and objects that your organization uses, with a limit of 800 fields.

Note

Note

A custom field name and label must be unique for that object to avoid merge and display issues. For example, if you create a field label called Email and a standard field labeled Email already exists, the merge field may be unable to distinguish between them. Adding a character or a qualifier to the custom field name makes it unique. For example, Email2 or Email Leads.

Manager Kenya Collins would like you to create a custom Support Plan Start Date field for her team. Here’s how to get that done for her:

  1. From Setup, click the Object Manager tab.
  2. Click Account, then click Fields & Relationships.
  3. At the top of the Fields & Relationships section, click New.
  4. Select the Date radio button, and click Next.
  5. Complete the new field details in Step 2:
    Field
    Value
    Field Label
    Support Plan Start Date
    Description
    Start date of current support plan
    Help Text
    When did the current support plan begin?
  6. Click Next, then complete Step 3.
    • In the Read-Only column header, select the checkbox.
    • In the Read-Only column, deselect the Custom: Support Profile and System Administrator checkboxes.
  7. Click Next, then click Save.

Kenya also requested you show a few members of her support team how to update support plan information on an account. Use the Edge Communications account as an example:

  1. Click App Launcher icon to open App Launcher, then select Sales.
  2. Click Accounts, and select Edge Communications from the list.
  3. Click Details.
  4. Scroll down. Next to the Support Plan Start Date, hover over the help icon to view the help text. Closeup of the Edge Commuications record detail, showing the help icon text for the Support Plan Start Date field
  5. Click in the Support Plan Start Date field, then select a date one year ago today.
  6. Click Save.

Create Dependent Picklists

Dependent picklists help users enter accurate and consistent data. A dependent picklist is a custom or multi-select picklist for which the valid values depend on the value of another field, called the controlling field. Controlling fields can be any picklist (with at least one and fewer than 300 values) or checkbox field on the same record.

Create a dependency between the Stage field and the Delivery/Installation Status field:

  1. From Setup, click the Object Manager tab.
  2. Click Opportunity.
  3. In the Fields & Relationships list, click Field Dependencies.
  4. Click New, and set up the new field dependency with these details:
    Field
    Value
    Controlling Field
    Stage
    Dependent Field
    Delivery/Installation Status
  5. Click Continue.
  6. At the top of the table, click Next until you see the Closed Won and Closed Lost columns.
  7. Double-click In progress, Yet to begin, and Completed in the Closed Won column to highlight them. Screenshot of the page used to include or exclude selected values from a dependent picklist
  8. Click Preview, and then test the dependency by selecting different stages and viewing the different close reasons available for the Closed Won stage.
  9. Click Close to close the preview window.
  10. Click Save, and click OK to accept the warning that not all dependent values have been included.

Create a Support Process

After another meeting with Kenya, it’s come to light that your support team also needs a process for keeping track of the status of customer product support and billing inquires in your Salesforce org.

Create a new support process for them:

  1. From Setup, enter Support Processes in the Quick Find box and select Support Processes.
  2. At the top of the Support Process section, click New and fill in these details:
    Field
    Value
    Existing Support Process
    Master
    Support Process Name
    Product Support and Billing
    Description
    Process for logging customer support and billing inquiries
  3. Click Save.
  4. Ensure that New is selected in the Default drop-down.
  5. Click Save.

Add Picklist Values

Picklist values specific to a situation reduce your users’ frustration and improve accuracy over a generic bucket where a catch-all would be otherwise selected. A customer calling with a product issue has different needs than one with a billing issue, and the agent entering the case will need to select different values to handle them.

Add new Case Type picklist values for agents to choose from.

  1. From Setup, click the Object Manager tab.
  2. Click Case.
  3. In the Fields & Relationships list, click Type.
  4. Click New under Case Type Picklist Values and enter the each new picklist values on its own line:
    • Refund
    • Credit Card
    • Subscription
    • Problem
    • Feature Request
    • Question
  5. Click Save.

Create Record Types

Record types determine the business processes, picklist values, and page layouts that are available to you when creating records. Create Billing and Product Support record types so they can be utilized by your support team.

Here’s how to create the two new records types:

  1. From Setup, click the Object Manager tab.
  2. Click Case.
  3. Scroll down to Record Types, then click New.
  4. Complete the record type details in Step 1:
    Field
    Value
    Existing Record Type
    Master
    Record Type Label
    Product Support
    Support Process
    Product Support and Billing
    Description
    Use to log customer support issues.
    Active
    Select
  5. In the Enable for Profile column header, deselect the checkbox.
  6. In the Enable for Profile column, select the Custom: Support Profile and System Administrator checkboxes.
  7. Click Next.
  8. In Step 2, ensure that the Apply one layout to all profiles checkbox is selected.
  9. From the Select Page Layout list, select Case (Support) Layout. Screenshot of the Step 2 dialog, which allows you to assign page layouts
  10. Click Save.
  11. In the Picklists Available for Editing section click Edit next to Type. Select and remove Mechanical, Electrical, Structural, Refund, Credit Card, and Subscription. Click Save.
  12. Select Record Types again and click New.
  13. Complete the record type details in Step 1:
    Field
    Value
    Existing Record Type
    Master
    Record Type Label
    Billing
    Support Process
    Product Support and Billing
    Description
    Use to report customer billing issues.
    Active
    Select
  14. In the Enable for Profile column header, deselect the checkbox.
  15. In the Enable for Profile column, select the Custom: Support Profile and System Administrator checkboxes.
  16. Click Next.
  17. In Step 2, ensure that the Apply one layout to all profiles checkbox is selected.
  18. From the Select Page Layout list, select Case (Support) Layout.
  19. Click Save.
  20. In the Picklists Available for Editing section click Edit next to Type. Select and remove Mechanical, Electrical, Structural, and Feature Request. Click Save.

Since you’ve created a new support process and record types for Kenya’s team, they’re now able to create cases for Billing and Product Support that help them more efficiently take care of customer needs. Kenya would like you to show the team leads how to do this task.

Here are the instructions to create a new Product Support case:

  1. Click App Launcher icon to open App Launcher, then select Service.
  2. Click Accounts, and select Edge Communications from the list.
  3. Scroll down to the Cases related list and click New.
  4. From the Record Type of new record picklist select Product Support, then click Next.
  5. Fill in these product support case details:
    Field
    Value
    Product
    (choose any product from drop-down)
    Type
    Electronic
    Case Origin
    Phone
    Case Reason
    Performance
    Subject
    Laptop Power
    Description
    Laptop does not turn on when the power button is pressed
  6. Click Save.

The instructions for creating a new Billing case are very similar:

  1. Click Accounts and choose Edge Communications from the list
  2. Scroll down to the Cases related list and click New.
  3. From the Record Type of new record picklist select Billing, then click Next.
  4. Fill in these billing support case details:
    Field
    Value
    Product
    (choose any product from the drop-down)
    Type
    Electronic
    Case Origin
    Email
    Case Reason
    Other
    Subject
    CC overpayment not refunded
    Description
    Overpayment for a purchase not refunded to customer
  5. Click Save.

Now that you’ve completed the actions in this step, your support team has what it needs to efficiently address their customers’ concerns. Move on to the next step, where we’ll add a little customization to daily communications.

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