SFDC CRM Ready

Reckoner for Testers

Kamna Saran
Ananya Banerjee

Change History
Document
Version#

Person

Date

Action

Details

0.1

Kamna Saran

1/25/2013

Created

CRM Concepts and SFDC Terminologies

Ananya Banerjee

1.0

Kamna Saran
Ananya Banerjee

2/22/2013

Updated

Incorporated review comments

Agenda
Salesforce CRM Basics
Introduction to Sales Cloud
Sales Lifecycle
Overview of Standard Objects and business process

Introduction to Service Cloud

Service Lifecycle
Overview of Standard Objects and business process
Live Agent
Computer Telephony Integration
Analytics

Salesforce Terminologies

Security Model (Roles and Profiles)

Fields
Page Layout
Record Types
Business Process
Customer Portal and Single Sign On
Chatter

Open Items
1. Partner Relationship Management 31 March 2013
2. CRM Testing Basics - 30 April 2013

Overview

Purpose:

The new onboard SFDC Testers often face challenge in understanding what CRM is and what does
SFDC do. They spend considerable amount of time in trying to learn the basics.
The purpose of this presentation is to provide basic functional knowledge for a new onboard
functional tester to understand the concepts of Sales and Service cloud.

Intended Audience:

Newly onboard Testing Resources

Existing testing resources (Reference material )

Value Add:

Learning Cycle Time Reduction as this will serve as a consolidated reference material for a newly on
boarded resource as they will not have to search at many places.
Savings for Leads as the effort and time spent for training will be reduced. For e.g.:

Average Time spent

by a new joiner on
understanding CRM
and SFDC Concepts
(Hr)
45

Average Time Spent

by an experienced
team member/lead
to help a new joiner
(Hr)

Time Needed to go
through the
reference guide and
trainings (Hr)

10

15

Time needed from

experienced team
member/lead (Hr)

Total Savings per

New Joiner (Hr)

39

References
Next Step &References:
Online Trainings on https://help.salesforce.com

Contacts:
Ananya Banerjee
Kamna Saran

What is CRM?
CRM is a comprehensive way to manage the relationship with your customers including
potential customers for long-lasting and mutual benefit.
The resulting information mosaic is then used to create and automate a variety of processes
that identify, and describe, valuable customers. Most important, these processes help you
personalize new and ongoing interactions to cost-effectively acquire, stay close to, and retain
these "good" customers.
Operational CRM supports traditional transactional processing for day-to-day front-office

operations or systems that deal directly with the customer.

Analytical CRM supports back-office operations and strategic analysis and includes all
systems that do not deal directly with the customers

The Sales Cloud helps sales reps, managers, and execs to build stronger relationships
with customers, gain better visibility into sales, and close more deals

Real-Time Approvals
& Workflow

Email &
Productivity

Integrated Content
Library

Genius
Forecasting
& Analytics

Leads &
Opportunities

Partners

AppExchange
Accounts &
Contacts

Acquire New Customers and Grow Your Business

Generate leads by advertising your business online with Google AdWords.
Turn those leads into new customers with Salesforce CRM.

Advertise your
business on Google
Take five minutes
to write your ad
and select a couple
keywordseven target
your ad locally.

People click on
your ad
When people search
on Google, your ad is
displayed and traffic is
driven to your site.

Capture leads
from your Web site
Prospects fill out a Web
form, which creates a
lead in Salesforce that is
routed to your sales
team.

Manage the
follow-up process
Log calls, send emails,
and update the status of
your leads so that you
never miss an
opportunity.

Convert leads into

customers
Update deal information,
track opportunity
milestones, and record
all opportunity-related
interactions.

Manage customer
relationships
Acquire deep knowledge
of every account,
facilitate collaboration,
and build and maintain
strong, lasting customer
relationships.

Measure whats working

A real-time view of your business
A single solution for insight
Customizable reports

Campaigns
We can say that Campaigns are marketing tactics that are designed to achieve specific
goals that can be tracked and measured
Marketing campaigns can take many forms. Traditional approaches include advertising,
seminars, and trade shows. Newer tactics also include online technologiessuch as
Webinars, email, search engine marketing (SEM), and social mediato connect directly
with prospects
Campaigns allow marketers to track at a granular level how their marketing tactics are
performing, from lead generation to pipeline creation

Leads

Leads in Salesforce.com are those people who youre interested in working with, but
you dont know if theyre interested in working with you.
The sales teams can then follow up on and qualify that leadthat is, determine
whether it has a realistic chance of closing. If the lead qualifies, the team "converts" it
in the application.
Lead Assignment RulesSpecify how leads are assigned to users or queues as they
are created manually, captured from the web, or imported via the lead import wizards.

Web To Lead

With Web-to-Lead, you can gather information from your companys

website and automatically generate up to 500 new leads a day.

Lead Conversion

What does converting leads mean?

A lead is a new contact who is potentially interested in purchasing a product or service. When a Lead is
converted it means that the Lead becomes a Contact (person), Account (company), and an Opportunity
(potential sale) in the Salesforce.com system.
Why is converting leads important?
Converting leads helps you keep track of where you are in the sales cycle with your contacts. When you
convert a lead, Salesforce CRM also creates a new account, contact, and opportunity so that you can easily
track every time you talk to the lead and everything you send that person

Accounts

Accounts are your organization's customers, competitors, and partners. Each account
stores information such as name, address, and phone numbers. For each account, you can
store related information such as opportunities, activities, cases, partners, contracts, and
notes.

Business accounts represent the other companies with which your organization does
business. For business accounts, the individuals who work at those companies are
represented by contacts.
Person accounts represent the individual consumers with whom your company does
business, such as a financial services client, an online shopper, or a vacation traveler.
Partner accounts are business accounts that a channel manager uses to manage partner
organizations, partner users, and activities.

Account Teams - An account team is a team of users that work together on an account.
For example, your account team may include an executive sponsor, dedicated support
representative, and project manager.

Contacts
Contacts are the people associated with your accounts that you need to track
in Salesforce. For each contact, you can store various kinds of information, such as
phone numbers, addresses, titles, and roles in a deal.
Contact Role - A contact role defines the part that a contact or person account plays in
a specific account, case, contract, or opportunity

Opportunity

Opportunities display important details about the deals your teams are working on,
like how much each one is worth, who you're competing against, and what stage the
deal is in.
An opportunity team is a set of users that normally work together on sales
opportunities. A typical opportunity team might include the account manager, the
sales representative, and a pre-sales consultant.

Products and Price Books

Products are the individual items that you sell on your opportunities and quotes.
A price book contains products and their associated prices.
You can create a product and associate it with a price in a price book.
Each product with its associated price is referred to as a price book entry.

Quotes
A quote is a record showing proposed prices for products and
services. Quote can be created from an opportunity and its
products.
When a quote is created:
A unique quote number is added.
Any products on the opportunity are copied to the quote as line
items.
The grand total is recalculated based on any taxes or shipping
information you entered.
When quote is complete, a PDF can be generated and emailed
to the customer.
Quotes syncing lets you link a quote to the opportunity it was
created from and synchronize all updates between the two records

Forecasts

A forecast is your best estimate of how much revenue you can generate in a quarter.
This amount is divided between:

Commit Amount - the amount you can confidently close

Best Case Amount - the total amount of revenue you might possibly generate.

A managers forecast should include the amount of revenue the entire team can
generate together.

Manage Customer Relationships

When you get a call, start by searching Salesforce. You can quickly review the account and see who else at your company has been working with them.
You can then use Salesforce to capture call notes and create a follow-up task if need be.

A Customer Calls
The customer may be
calling you directly or
they may have been
transferred to you.

Search Salesforce
The first thing you want
to do is search
Salesforce to see what
information is
available.

Gather Insight
By clicking on a contact or
account, you can view all
their activity history,
outstanding follow-up items,
and other pertinent
information.

Update Information
Salesforce provides a place
to log call notes, save
important emails, and
update information so
everyone knows where
things stand.

Measure whats working

A real-time view of your business
A single solution for insight
Customizable reports

Assign Tasks
Often times youll need
to assign a follow-up
task for yourself or
someone else on your
team.

Follow Up
Assigning tasks in
Salesforce improves
collaboration and creates
true accountability.

The Service Cloud helps Agents, managers and execs to provide more responsive
customer service, increase agent productivity, reduce service costs, and gain better
visibility into service organization

Customer Portal

Ideas

Chat
Partners

Email

Search

Call Center
Social

Service
Cloud
Manager

Streamline Your Service and Support Organization

Effective customer service benefits everyonecustomers, agents, supervisors, and the companys bottom line. Deliver outstanding and consistent
service and support across many channels including phone, email, Web, and chat.

Customer Logs a Case

When a customer has a
problem, they can log a case
online or call your support
team.

Case Is Routed
Cases can be
automatically routed to
a queue based upon
business rules.

Gather Insight
An agent works the case,
reviewing account
information such as
entitlements and activity
history.

Find Solutions
The agent can quickly solve
the case using suggested
solutions from the
knowledgebase.

Case Closed
The agent
communicates the
solution over the phone
uses an email template
and closes the case.

Customer Portal
The customer has 24/7
self-service access to
their case history, the
knowledgebase, and the
online community
through the customer
portal.

Cases

A case is a description of a customers feedback, problem, or question which enables

companies to create and track issues coming in from every channel, and
automatically route and escalate whats important.
A case team is a team of users that work together on a case. For example, case team
may include a support rep, support manager, and a product manager.
Case Assignment RulesDetermine how cases are assigned to users or put into
queues as they are created manually, using Web-to-Case, Email-to-Case, OnDemand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or
Lotus Notes.

Email to Case

It automatically creates a case in Salesforce when an email is sent to your

companys customer support email address(es) and auto-populates case
fields from the content of the message.

Web to Case
With Web-to-Case, you can gather customer support requests directly from your
companys website and automatically generate up to 5000 new cases a day. This can help
organizations to respond to customers faster, thus improving the productivity of support
team

Salesforce Knowledge

Salesforce Knowledge is a knowledge base where users can easily create and
manage content, known as articles, and quickly find and view the articles they need.
Salesforce Knowledge and cases combine to provide a powerful customer support
tool. To search the knowledge base directly from a case and attach related articles to
the case for convenient reference.
User can write, edit, publish, and archive articles using the Articles Management tab
User can find and view published articles using the Articles tab
Articles Management and Article tabs are visible only if the Knowledge User
checkbox is set to TRUE

Salesforce Knowledge
Purpose

Files Tab
Upload, store, find, follow,
share, and collaborate
onSalesforce files in the
cloud.

Salesforce CRM
Content
Publish and share official
corporate files with
coworkers and deliver
them to customers.

Salesforce Knowledge

Documents Tab

Attachments

Create and manage

content, known as
articles, in a knowledge
base. Internal users and
customers (on
yourCustomer
Portal,partner portal,
Service Cloud Portal,
or Force.comSites) can
quickly find and view
articles they need.

Store Web resources,

Attach files to records
such as, logos, DOT files, from the Attachments
and
related list on selected
otherVisualforcematerials detail pages.
in folders without
attaching them to records.

Common Uses

Upload a file
inChatter and store it
there privately until you're
ready to share it. Share
the file with coworkers
and groups to collaborate
and get feedback. Attach
files to posts in
aChatter feed on the
Home tab, Chatter tab, a
profile, a record, or a
group.

Create, clone, or modify a Write, edit, publish, and Add a custom logo to
sales presentation and
archive articles using the meeting requests by
save it so only you can
Articles Management tab uploading your logo to the
see it and work on it.
or find and view published Documents tab.
When you're ready,
articles using the Articles
publish it so other users in tab. Customers and
your company have
partners can access
access to it. Create a
articles if Salesforce
content pack and send it Knowledge is enabled in
to customers.
yourCustomer
Portal,partner portal,
Service Cloud Portal,
or Force.comSites. Create
a public knowledge base
so website visitors can
view articles.

Add a file to a specific

record, like an event,
marketing campaign,
contact, or case by
attaching it on the
Attachments related
list.

Supported File Types

Maximum File Sizes

All
2 GB

All
2 GB
10 MB for Google Docs
38 MB when uploaded
via the API
10 MB when uploaded
via Visualforce

All
5 MB for file
attachments
2 GB for feed
attachments
10 MB for files
attached to email

All
5 MB for attachments

All
5 MB
20 KB for a custom-app
logo

Entitlement Management

Entitlements determine if customers are eligible for customer support so that support
reps can create cases for them
Entitlement management helps support reps:

Verify if customers are eligible for support

Create and maintain service contracts for customers
Specify unique service levels for each customer, such as first response and resolution times
Enforce service levels with time-dependent, automated processes that instruct reps how to
resolve cases

Milestones are metrics that represent service levels to provide to each of the
customers

Milestone Status

Description

Example

Compliant

Milestones on the case are complete or not in

violation. New cases display as compliant
because they're not in violation.

The first response on a case is complete or

not in violation.

Open Violation

Milestones on the case are violated; steps in a

support process are incomplete.

The first response on a case is incomplete.

Closed Violation

Milestones on the case were violated, but the

steps in the support process were completed.

The first response on a case was

incomplete, but completed nonetheless.

Entitlement Management

Cases move through an entitlement process as follows:

A support rep adds an entitlement with an entitlement process to a case.
The case enters the process based on its creation date or a custom date/time
field. A custom date/time field lets users edit a date on the case to trigger when it
enters the process.
Salesforce assigns milestones with matching criteria to the case. For example, if
a milestone's criteria is Priority equals High, and a case has a Priority of
High, Salesforce assigns it to the Priority equals High milestone. A case
associates with one milestone at a time; it can associate with many milestones
as it moves through the process.
Milestone actions determine when and if warning, violation, or success workflow
actions fire for the case.
A support rep updates the case to complete a milestone action.
After a case is updated, it cycles through the entitlement process and initiates
any milestones that match its criteria.
The case exits the process based on custom criteria or when it's closed.

Live Agent

Live Agent lets service organizations connect with customers or website visitors in
real time through a Web-based, text-only live chat.

Live Chat on Portals

Chat button when agents are
available

Chat button when agents are

not available

Chat window which will

be visible to the portal
user.

Live Agent Terminologies

Agents can answer chat requests, conduct live chats, and interact
with Salesforce records and Salesforce Knowledge articles.
Quick Text helps you respond to customers more efficiently by letting you insert prewritten messages, such as greetings and common troubleshooting steps, into
customer communications like email and chats.
A live chat transcript is a record of a chat between a visitor and a live chat
agent. Salesforce creates a transcript automatically for each chat session.
A live chat visitor record includes details about a chat between a visitor and a live
chat agent. A visitor record identifies the computer that a customer used to participate
in the chat. Each new visitor is associated with a session key,
which Salesforce creates automatically. A session key is a unique ID, which is stored
in the visitor record and on the visitor's PC as a cookie. If a customer participates in
multiple chats, Salesforce uses the session key to link the customer to its visitor
record, associating that record to all related transcripts.
Transfer chat sessions to other agents if a customer has an issue another agent can
solve, or because you need to pass along some of your chat sessions to accept new
requests.

Live Agent Terminologies

A chatlet is a mini application that runs within the Live Agent console

Chatlet
CRM

Description
Displays information from Salesforce tabs such as Accounts, Cases, and Contacts. During a chat, agents use
this chatlet to view or create records.

Details

Provides information about a visitor, including IP address, geographic location, browser, number of pages visited
before and during the chat, screen resolution, and more.

Knowledge

Integrates directly with Salesforce Knowledge. Use this chatlet to search your organization's knowledge base for
articles with information that could help visitors with their questions or problems. When you find a pertinent article,
you can download text from it and then include the information in the chat.

Livetrack

Shows the pages that the visitor visited before initiating the chat as well as any additional pages visited during the
chat.

Map

Provides an interactive map with a pin point on the visitor's location.

Queue

Shows a list of your companys chat buttons, the number of queued chat requests per button, and the hold time for
each buttons oldest incoming request. While the list includes all chat buttons, it shows queue lengths and hold
times only for those with queuing enabled

With Live Agent in the Service Cloud console, you can:

Chat with visitors.

Use the details tab to view information about the customer youre chatting with and search
for or create records in Salesforce.
Use the articles tool to find Salesforce Knowledge articles to include in your chats.
Use Quick Text messages in your chats.
Transfer chats to other agents.
Change your status to control when you receive chat requests and transfers.

Computer-Telephony Integration (CTI)

Salesforce CRM Call Center seamlessly integrates Salesforce with third-party

computer-telephony integration (CTI) systems
After a lightweight CTI adapter program has been installed on a Salesforce user's
machine, the user can use the features of a CTI system through
the Salesforce SoftPhone, a customizable call-control tool that appears in the footer
of the Service Cloud console or in sidebar of every Salesforce page.
A SoftPhone is a customizable call-control tool that appears to users assigned to a
call center with machines on which CTI adapters have been installed.
The SoftPhone allows Salesforce users to:

Make calls by dialing a number in the

SoftPhone, choosing a number in an online
directory, or clicking a phone number in any
contact, lead, activity, or account
Receive calls
Quickly view all Salesforce records that are
related to the call, such as contacts, cases, or
accounts
Transfer calls
Initiate conference calls
Put callers on hold
Attach records to calls
Generate automatic call logs

Analytics
Salesforce analytics consists of several integrated parts:

Report Types: A report type defines the set of records and fields available to a report
based on the relationships between a primary object and its related objects. Reports
display only records that meet the criteria defined in the report
type. Salesforce provides a set of pre-defined standard report types; administrators
can create custom report types as well.

Analytics (contd.)

Reports: A report returns a set of records that meets certain criteria, and displays it
in organized rows and columns. Report data can be filtered, grouped, and displayed
graphically as a chart. Reports are stored in folders, which control who has access.
Report Types:

Tabular: It provides a simple listing of data without subtotals

Summary: Provides listing of data, like a Tabular Report, plus sorting and subtotaling of data
Matrix: Summarizes data in a grid against horizontal and vertical criteria. Can use this report
type for comparing related totals.

Tabular Report

Summary Report

Matrix Report

Analytics (contd.)

Dashboards: A dashboard shows data from source reports as visual components,

which can be charts, gauges, tables, metrics, or Visualforcepages. Dashboard folders
can be public, hidden, or restricted to groups, roles, or territories. If you have access
to a folder, you can view its dashboards.

Analytics (contd.)

Folders: A folder is a place where you can store reports, dashboards, documents, or
email templates. Folders can be public, hidden, or shared, and can be set to readonly or read/write.

Analytic Snapshots: An analytic snapshot lets you report on historical data

Salesforce Terminologies
Force.com platform: Salesforce.com's PaaS product is
known as the Force.com platform. The platform allows
external developers to create add-on applications that
integrate into the main salesforce.com application and
are hosted on Salesforce.com's infrastructure.
Configuration: All those functionalities which are
achievable without writing any code, comes under
Configuration.
Customization: Requirements for which you have to
write code, comes under Customization.
Out of Box: Dont get misled by the name.
Requirements which can be build by inbuilt SFDC
features comes under Out of box.

Profiles
What is a Profile?
A collection of settings and permissions that define how a user accesses records
Determines how users see data and what they can do within the application
A profile can have many users, but a user can have only one profile
Profile Components:
Access to Applications
Tab Visibility
Page layouts
Field-Level Security.
Record Types Access
Object Permissions
Hours and IP addresses

Standard Profiles
Profile Name
System Administrator

Available Permissions
Can configure and customize the application. Has access to all functionality that does not
require an additional license. For example, administrators cannot manage campaigns unless
they also have a Marketing User license. Can manage price books and products. Can edit any
quota, override forecasts, and view any forecast.

Standard Platform User

Can use custom Force.com AppExchange apps developed in your organization or installed
from AppExchange. In addition, can use core platform functionality such as accounts, contacts,
reports, dashboards, and custom tabs. For more information on Salesforce Platform user
licenses, see Understanding User License Types.

Standard Platform One App Can use one custom AppExchange app developed in your organization or installed
User
from AppExchange. The custom app is limited to five tabs. In addition, can use core platform
functionality such as accounts, contacts, reports, dashboards, and custom tabs.
Standard User
Can create and edit most major types of records, run reports, and view the organization's
setup. Can view, but not manage, campaigns. Can create, but not review, solutions. Can edit
personal quota and override forecasts.
Partner User
Can only log in via a partner portal
High VolumeCustomer
Can only log in via a Customer Portal
Portaland
Authenticated Website
Both user licenses arehighvolume portal users
Customer Portal User

Can only log in via a Customer Portal. Can view and edit data they directly own or data owned
by or shared with users below them in the Customer Portal role hierarchy; and they can view
and edit cases where they are listed in the Contact Name field.

Customer Portal Manager

Can only log in via a Customer Portal. Can view and edit data they directly own or data owned
by or shared with users below them in the Customer Portal role hierarchy; and they can view
and edit cases where they are listed in the Contact Name field.

Solution Manager

Can review and publish solutions. Also has access to the same functionality as the Standard
User.

Standard Profiles (Contd.)

Profile Name
Marketing User

Available Permissions
Can manage campaigns, import leads, create letterheads, create HTML email templates,
manage public documents, and update campaign history via the import wizards. Also has
access to the same functionality as the Standard User.

Contract Manager

Can create, edit, activate, and approve contracts. This profile can also delete contracts as long
as they are not activated. Can edit personal quota and override forecasts.

Read Only

Can view the organization's setup, run and export reports, and view, but not edit, other
records.
Can only log in to Chatter. Can access all standard Chatter people, profiles, groups, and
files. Additionally, they can:View Salesforce accounts and contacts
Use Salesforce CRM Content, Ideas, and Answers
Modify up to ten custom objects
Can only log in to Chatter. Can access all standard Chatter people, profiles, groups, and
files.Only available with the Chatter Free user license.

Chatter Only User

Chatter Free User

ChatterExternal User

Can only log into Chatter and access groups they've been invited to and interact with members
of those groups. Only available with the Chatter External user license.

ChatterModerator User

Can only log in to Chatter. Can access all standard Chatter people, profiles, groups, and

Site.com Only User

files. Additionally, this user can:Activate and deactivate other Chatter Free users and
moderators
Grant and revoke moderator privileges
Delete posts and comments that they can see
Can only log in to the Site.com app. Each Site.com Only user also needs a Site.com Publisher
feature license to create and publish sites, or a Site.com Contributor feature license to edit the
site's content. See Additionally, this user can:Use one custom app with up to 20 custom
objects
Access the Content app, but not the Accounts and Contacts objects
Create unlimited custom tabs
Only available with the Site.com Only user license.

Roles
What is a Role?
Roles can control the level of visibility that users have into your organizations
data
Users at any given role can view, edit, and report on all data for roles beneath
them in the role hierarchy
Users that require visibility to the entire organization should be assigned the
highest level in the hierarchy

Users

Every user is identified by a username, password, and a single profile.

Types of Users

Salesforce Users: are internal to your organization

Portal Users:
Customer Portal Users: Can directly login to Customer portal once the customer contact
is enabled as a user
Partner Portal Users: Can directly login to Partner portal once the partner contact is
enabled as a user

Tab Settings & Permissions

What are tab settings?

Determines which tabs a user sees when they log in

What are Permissions?

Determines what users can do to records to which they have access

Custom Fields
What is a Standard Field?

Standard Fields are pre-defined in Salesforce

User cannot delete standard fields but you can remove non-required
standard fields from a page layout.
Standard Field customizations include the ability to change standard field labels
and tabs

What is a Custom Field?

Capture information unique to business process by creating custom fields.

Dependent Picklist
What is a dependent picklist?
Dependent fields can help make data more accurate and consistent by applying
filters.
A dependent field works in conjunction with a controlling field to filter its values.
The value chosen in the controlling field affects the values available in the
dependent field.

Lookup

Allow users to associate two records together in a relationship

The object that contains the lookup field is the source object, while the object the
lookup points to is the target object
Salesforce provides two types of lookups
Standard Lookups
Enhanced Lookups

Formula Fields

Custom formula fields enable customers to define their own business specific
calculations and metrics inside Salesforce.
With custom formula fields Administrators can define numeric, text, and date calculations
which are tailored to specific business needs.

Page Layout
Page Layout controls
How detail and edit pages are
organized
Page section customizations
Which fields, related lists, and
Custom Links a user see
Field properties visible, readonly and required
User Can :
Create New layouts
Modify layouts or customize
related lists
Delete layouts
Assign page layouts to profiles
and record types

Related List
Related list is used to display information related to an object.
What is a Customizable Related List?
Choose which fields are visible in related lists

Record Type
What is a Record Type?
Allows user to define different sets of picklist values for both standard and
custom picklists
Why use Record Types?
To segment picklist values specific to business needs
Easier administration fewer fields to maintain

Business Process
What is a Business Process?
Business processes are used to display different picklist values for users based
on their profile
Allows user to track separate sales, support, and lead lifecycles across different
divisions, groups, or markets
Available Business Processes:
Sales Processes - Opportunity Stage field
Support Processes - Case Status field
Lead Processes - Lead Status field
Solution Processes - Solution Status field

Field Level Security

What is Field level Security ?
Restrict users access to view and edit fields by any means.
Override any less-restrictive field access settings in page layouts.
Why use Field-Level Security?
Use Field-Level Security (rather than creating multiple page layouts) to enforce
data security

List View

ListView allows you to see a filtered list of records such as contacts, accounts, or
custom objects
You can create new list views to see a specific set of records such as contacts,
documents, or campaigns. For example, create a list view of accounts in your state,
leads with a specific Lead Source, or opportunities above a particular Amount. You
can also create views of contacts, leads, users, or cases to use for mass email
recipient lists.

Customer Portal

A Salesforce Customer Portal provides an online support channel for customers

allowing them to resolve their inquiries without contacting a customer service
representative.

Determine which pages and fields customers see with page layouts and field-level security
Manage customers with profiles, permission sets, roles, and sharing rules
Provide and organize documents via Salesforce CRM Content or the Documents tab
Create a knowledge base for your customers using Salesforce Knowledge
Display and collect data that is unique to your organization with custom objects
Display custom s-controls and content from other websites via Web tabs
Provide customized reports via the Reports tab

Single Sign-On for Portals

Single sign-on is a process that allows network users to access all authorized
network resources without having to log in separately to each resource. Single signon allows you to validate usernames and passwords against corporate user database
or other client application rather than having separate user passwords managed
by Salesforce.

Federated authentication using Security Assertion

Markup Language (SAML)

Delegated authentication

Chatter

Chatter, is a real-time collaboration platform for users. The service sends information
proactively via a real-time news stream. Users can follow coworkers and data to
receive broadcast updates about project and customer status. Users can also form
groups and post messages on each other's profiles to collaborate on projects.
Chatter works in accordance with all of the security and permission settings in
your Salesforce organization