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

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:

Click the setup button menu and select Setup from the menu.
Select the Object Manager tab.
The Object Manager page contains a large table listing all the standard and custom objects built for your org. Locate the table and activate the link for Account.
Navigate to the Accounts heading. Below the heading, press ENTER on the Fields & Relationships tab.
Activate the New Custom Field button.
Select the radio button for Date , and activate the Next button.

On the next page, you should land in an edit field for the field label. Complete the new field details with the following information:

Field	Value
Field Label	Support Plan Start Date
Description	Start date of current support plan
Help Text	When did the current support plan begin?

Activate the Next button, then we'll take a look at permissions on the next page for step 3.

Let's begin at the heading level three called Establish Field Security.

Below the heading level 3, we have a few buttons followed by a table confirming the data you've previously entered for your new field. Next, we have some text explaining the second table on the page.

We'll be focusing on this second, longer table to complete the next couple instructions. The table has three columns.

Column 1: Displays the profile name

Column 2: Contains a checkbox for toggling whether or not the field will be visible to that profile

Column 3: Contains a checkbox for toggling whether or not the field will be read-only for that profile

Note that in the first row in the table, selecting or unselecting the checkboxes will do the same for all profiles in the list. This first row is referred to as the column header, as it is at the top of one column.

With all that in mind, let's complete our instructions.

In the Read-Only column header, select the checkbox to make our date field read-only for all profiles.
In the Read-Only column, deselect the Custom: Support Profile and System Administrator checkboxes.
Activate the Next button, then the Save button.

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:

Activate the App Launcher button and type Service into the search field. Select the result for Service.
Activate the Accounts link from the navigation menu, and select Edge Communications from the list.
With the account record open, select the Details tab.
Navigate down the page or do a Find Text search to locate Support Plan Start Date.
Activate the Edit Support Plan Start Date button, then enter a date one year ago today in the field.
Activate the Save button.

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:

Expand the Setup button menu and select Setup.
Select the Object Manager tab.
From the list of objects, select Opportunity.
Select the Fields & Relationships tab.
Activate the Field Dependencies button.

Activate the New button, and set up the new field dependency with these details:

Field	Value
Controlling Field	Stage
Dependent Field	Delivery/Installation Status

Activate the Continue button.

Let's pause again to examine the layout of this page. We'll begin at the Edit Field Dependency heading at level 1.

There are a few buttons followed by a table confirming the controlling and dependent fields you have chosen.

Below this is a heading level 3 marker giving some instructions for manipulating this interface. We'll dive into keyboard specific instructions in a moment. We’ll go through the layout of the interface here, but you can also take a look at the

Using the Field Dependency Matrix with a Keyboard or Screen Reader

help article.

We see buttons for including and excluding values.

Following that, there is text explaining how many columns are currently visible. These columns represent the picklist values available for the Stage field.

We see a link for Next. Activating this link scrolls the table horizontally so that columns to the right come into view. Think of it like pushing a spinning display to the left so you can see what's hanging on the other side. The previous and next links located here spin the display of the table left or right so you can see the rest of the columns on the Stage field.

The button controls and links are duplicated below the table.

Note: Users of JAWS 2023 have reported difficulty reading the table correctly once the first value has been included. JAWS 2022 and NVDA behave as expected.

Let's continue with our instructions.

At the top of the table, activate the Next link until you see the Closed Won and Closed Lost columns appear in the first row. They'll appear on the right end of the table.
Press ENTER on In progress in the Closed Won column to highlight it.
Click one of the Include Values buttons.
Repeat these steps under the Closed Won column for Yet to Begin and Completed. Keyboard functionality may limit you to doing these one at a time rather than having the ability to select all three values at once.
Activate the Preview button, and then test the dependency by selecting Closed Won from the Stage combo box. TAB into the Delivery/Installation combo box and check that all three values are there—In-Progress, Yet to Begin, and Completed. If all three are there, you've included the values correctly!
Activate the Close button to close the preview window.
Activate the Save button, and activate the OK button on the pop-up window 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 needs two different processes for keeping track of the status of customer product support and billing inquiries in your Salesforce org.

Create a new support process for them:

From Setup, select the Home tab.
Enter Support Processes in the Setup search box near the top of the page and select Support Processes Object Feature Service.

Just below the Support Process heading level 3, activate the New button and fill in the details below. Note that focus may land in the name field, and users will need to shift tab to confirm the value in the Existing Support Process field.

Field	Value
Existing Support Process	Master
Support Process Name	Product Support
Description	Process for logging customer support

Activate the Save button.
Ensure that New is selected in the Default drop-down located above the Save and Cancel buttons.
Activate the Save button.

Let's repeat these steps to create a second process. Beneath the Support Process heading level 3, activate the Newbutton and fill in these details:

Field	Value
Existing Support Process	Master
Support Process Name	Billing
Description	Process for logging billing inquiries

Activate the Save button.
Ensure that New is selected in the Default drop-down.
Activate the Save button.

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.

From Setup, Select the Object Manager tab.
Select Case in the table of objects.
Select the Fields & Relationships tab, then in the table of available fields, press ENTER on Type.
Activate the New button under the Case Type Picklist Values heading, and enter each picklist value on its own line. Focus should automatically land in an edit field for entering values.
- Refund
- Credit Card
- Subscription
- Problem
- Feature Request
- Question
Activate the Save button.

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 record types:

From Setup, select the Object Manager tab.
Select Case from the table of objects.
Navigate down the list of tabs under the Case heading and select the Record Types tab.
Activate the New Record Type button.

Complete the record type details according to the table below.

Field	Value
Existing Record Type	Master
Record Type Label	Product Support
Record Type Name	[auto-generated]
Support Process	Product Support
Description	Use to log customer support issues.
Active	Select the checkbox

Remember the column headers from earlier in the exercise? We have a similar table here. In the top row (column header) of the table, deselect the checkbox for Make Available.
In the Make Available column, select the Custom: Support Profile and System Administrator checkboxes.
Activate the Next button.
On the next page, ensure that the Apply one layout to all profiles radio button is selected.
From the Select Page Layout combo box, select Case (Support) Layout.
Activate the Save button.
Under the Picklists Available for Editing heading, locate Type in the field column of the table.
Activate the edit link in the cell to the left of type.
We are presented with two combo boxes with add and remove links between them. The first combo box contains all available items, while the second contains the currently selected items. Remove Mechanical, Structural, Refund, Credit Card, and Subscription from the selected combo box. Keyboard users can hold down the CONTROL key while arrowing through and press SPACEBAR to select multiple items at a time. Simply SHIFT TAB to the Remove link and click it to remove your selections.
Activate the Save button.
Select the Record Types tab again and activate the New Record Type button.

Complete the record type details below:

Field	Value
Existing Record Type	Master
Record Type Label	Billing
Record Type Name	[auto-generated]
Support Process	Billing
Description	Use to report customer billing issues.
Active	Select

In the Make Available column header, deselect the checkbox.
In the Make Available column, select the Custom: Support Profile and System Administrator checkboxes.
Activate the Next button.
On the next page, ensure that the Apply one layout to all profiles radio button is selected.
From the Select Page Layout combo box, select Case (Support) Layout.
Activate the Save button.
Under the Picklists Available for Editing heading, activate the Edit link next to Type. Remove Mechanical, Electrical, Structural, and Feature Request from the Selected list.
Activate the Save button.

Since you’ve created new support processes 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:

Activate the App Launcher button and select Service from the search field.
Activate the Accounts link in the Navigation menu, and select Edge Communications from the table.
Navigate down to the Cases heading. This will take you to the Cases related list section. Activate the New button here.
From the Record Type of new record picklist, select Product Support, then activate the Next button.

Fill in these product support case details:

Field	Value
Product	(choose any product from drop-down)
Type	Electrical
Case Origin	Phone
Case Reason	Performance
Subject	Laptop Power
Description	Laptop does not turn on when the power button is pressed

Activate the Save button.

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

Select the Accounts link from navigation and choose Edge Communications from the list
Navigate down to the Cases related list heading and activate the New button.
From the Record Type of new record picklist, select Billing, then activate the Next button.

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

Activate the Save button.

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.

Click to return to the unit on Trailhead to verify this step.