Standard Apps, Objects, & Tabs

What are the differences between standard and custom components?

Standard components (such as fields, objects, tabs, etc.) are included with Salesforce, while custom components are added by an administrator.  Standard components generally can be customized less than custom components (for instance, you can delete custom fields, while you cannot delete standard fields), as we’ll discuss later in this guide.

It is important to understand what standard functionality is included with Salesforce for several reasons:

  • You can extend and improve your organization’s CRM implementation with minimal effort.
  • You can utilize Salesforce standards, without rebuilding functionality that already exists.
  • You are prepared for certification.  Salesforce certification exams will expect that you understand their functionality, and the solutions they’ve created to meet customer needs.

Standard Applications

The following is not an exhaustive list (which may vary based on version/features of Salesforce), but covers the essentials:

App Launcher

Call Center

Community

Content

Marketing

Sales

Salesforce Chatter

Site.com

Standard Objects / Tabs

The following is not an exhaustive list (which may vary based on version/features of Salesforce), but covers the essentials:

A Lead is essentially an unqualified prospect.  For instance, a collection of business cards gathered at a convention would usually be entered as new leads.  When a lead is qualified, it is then converted into a contact, account, and opportunity.  Web-to-lead will allow you to accept website submissions directly as Salesforce leads.  One lead = one person.

An Account is typically an organization that is a qualified potential customer, an existing customer, partner, competitor, or has a relationship of similar significance.  The account is the glue that holds the relationships (contacts) and interactions (activities, opportunities, cases, etc.) with an organization.  The standard Salesforce account is configured for B2B (business to business) relationships.  One account = one organization.

Consider Person Accounts (requires feature activation) to establish B2C (business to consumer) relationships.  One person account = one person.

Contacts store an individual’s demographic information, such as phone numbers and email addresses, and are linked to accounts.  If a contact is not linked to an account then it is a “private” contact and only viewable by the contact owner or salesforce administrator.  One contact = one person.

Data.com is a product offering from Salesforce that is a repository of both crowd-sourced and Dun & Bradstreet contact and account information.  You can use data.com to source new leads, contact, and accounts for your organization, as well as clean or update existing data.

Cases are used to track support issues.  If a customer purchases a product or service, and calls in for support, this would get tracked using a case record.  An open case is unresolved, while a closed case is resolved.  Email-to-case allows customers to email a generic address (e.g. support@company.com) to automatically generate a case.  Web-to-case allows customers to submit a support request via a web form.  One case = one support issue.

Solutions are used to document and communicate common resolutions to cases.  For instance, if customer A calls in with a problem and steps 1-5 must be taken to resolve the issue, these steps can be entered into a solution.  When customer B calls in with the same problem, instead of retyping steps 1-5, the customer support agent can reference the solution to quickly communicate the resolution.

An Opportunity typically represents either a) a completed sale, b) a lost potential sale, or c) the potential for a future sale.  Opportunity data is referenced in forecasting.

Products are typically used to store information about the goods or services that your organization sells.  This would include specifics like the name, product code, MSRP or sale price, and other details.

Opportunity Products represent the products sold as line items within an opportunity (e.g. 2 widgets for $5,000/each).

Price Books are used to establish different pricing structures for products.  For instance, your high-volume customers may receive a different price for many or all products than small-volume customers.

A Quote can synchronize product data from its related opportunity record.  A quote can be easily generated in PDF format for email delivery.

Assets represent the products associated with an account, and can be referenced for support issues.  For instance, a customer purchases a generator.  This product would be listed on an opportunity as an opportunity line item.  Upon sale completion, it may then be added to the account as an asset.  When the customer calls in with a problem with the generator, a case is generated and references the asset.

Contracts are generally used to represent legal agreements with an account.

Campaigns are used to track and measure marketing efforts.  Leads, contacts, and opportunities can be associated with campaigns.  Campaign rollup summary fields, ROI reporting, and campaign hierarchy are then used to measure various campaign statistics.

Forecasts can be used to project revenue, and track sales quotas.  There are multiple versions of forecasting.  Many organizations use opportunity pipeline reporting instead of or in addition to forecasting.

Reports are used to display, summarize, and chart record data.

Dashboards are used to visually represent multiple reports on a single page.  A dashboard is comprised of many components.  Each component is typically a visual representation (chart) of report data.

Answers allows users to ask questions, which can be answered by other users.  Answers can be used in conjunction with a customer portal to allow customers to ask and answers each others’ questions.  See it in action at [sc:link id=http://success.salesforce.com/answers text=”Salesforce”].

Ideas allows users to create and vote on ideas.  The most popular ideas score the most points.  Ideas is ideally suited to capture product improvement ideas, and can be used in conjunction with a customer portal.  See it in action at [sc:link id= http://success.salesforce.com/ text=”Salesforce”] (click ideas) and at [sc:link id=http://mystarbucksidea.force.com/ text=”Starbucks”].

Activities are split into tasks and events.

Tasks are phone calls, emails, and other follow up items.  They have an associated date, and an optional reminder.  They will appear in open activities until updated to a completed status, and will then appear in activity history.

Events are scheduled appointments, with a defined start and end time, similar to an appointment in Outlook.

Documents are files that are uploaded into Salesforce and referenced in other areas, such as application logos and email templates.  The documents tab is a legacy method of storing files.  Other methods of document storage and distribution such as Chatter Files and Salesforce Content are generally more commonly used for the storage and distribution of documents.

An active User record is required in order for an individual of any role (employee, customer, partner) to login to your Salesforce org.

Site.com is a product offering by Salesforce that allows users to create websites with dynamic content driven from data within their Salesforce org; Community Designer (released in beta in the Winter 15 release) will largely supersede Site.com by offering the use of templates to build and manage dynamic content.  Sites without templates can still be constructed using Site.com.

Content is a method to upload and distribute documents and files in Salesforce.

Content libraries are used to segment and secure access to content.

 

Chatter Tabs

Chatter is a built-in communication tool within Salesforce.  It combines some features of Twitter, Facebook, and chat but is accessible only by users licensed in your Salesforce org.  Chatter licensing options (including free) allow you to extend Chatter access to non-Salesforce users and customers.

The Chatter tab allows you to see your Chatter feed and post to Chatter (which can also be done from other areas within Salesforce).

The People tab allows users to search for and follow Chatter users.

The Profile tab allows a user to view and edit their Chatter profile.

The Groups tab allows users to find, follow, and create Chatter groups.

The Files tab allows users to search for files posted to Chatter, and upload new files to their Chatter feed.

 

Service Cloud Objects

Service Contracts are used to represent an agreement between you and your customers (e.g. warranty, subscription, or SLA).

Entitlements are used to determine eligibility for support based on the customer’s specific assets, accounts, or service contracts.

Entitlement Templates are used to define the terms of support (e.g. customer A is provided support via email only, while customer B is provided support via both email and phone).

Milestones are defined steps that support reps must complete as they respond to the case (e.g. returning a customer call or sending a customer an email).

Entitlement Processes are used to set a timeline for completion of different milestones (e.g. first response is required within 48 hours of case submission).

Knowledge Articles are a method to capture responses to commonly requested information (e.g. here are the specific steps to remove paper from this printer when jammed).  Knowledge is similar in function to Solutions, but is more feature rich and better integrated with the Service Cloud.

113 thoughts on “Standard Apps, Objects, & Tabs”

  1. Hi John,

    I am going through SFDC question bank available online to test my knowledge, and stumbled upon this question. Can you please help me?

    Which of the following are standard Salesforce applications?
    A. Ideas
    B. Campaigns
    C. Administration
    D. Call Center
    E. Sales Center

    it says correct answer is- Ideas and Call Center. I never see anywhere ‘Ideas’ being standard application , am I correct?

  2. Hello John

    1. what is the difference between different APPS what I am seeing beside- Setup; when I Login in to Salesforce.

    There are few APPS mentioned as Sales, Marketing, App Launcher, Community,site.com, salesforce chatter, Content, Amazon service, App exchange, Developer community, success community;
    Are all these Clouds?

    2. we have 4 clouds; Sales cloud, service cloud, collaboration cloud, force.com custom cloud.

    Is the Sales in the APP( which I mentioned as the one beside setup) sames as Sales cloud?
    If Yes; I don’t see Service Cloud?

    3. Sales cloud have some features like Campaign, Lead, Opportunities……and so on
    We call them as Objects? is both the terms talking about Objects?

    4. All the Objects in the Sales cloud same as Objects in the Service Cloud?

    I am confused. Please let me know

  3. Are Objects & Tabs the same thing? They seem to be used interchangeably, but from use of Salesforce to be a tab is the UI representation of the object and the object itself is more the conceptual construct of housing records.

  5. Hi John,

    Could you please explain the difference between Knowledge and Solution??
    And also when we should use solution and when Knowledge?? Is knowledge is access via community??

    1. Solution is the “legacy” less feature-rich version, Knowledge requires licensing (cost) – both can be accessible externally

      [edit: knowledge used to have a cost but is now included in most core licenses of Salesforce]

  8. Web-to-lead will allow you to accept website submissions directly as Salesforce leads, I don’t understand this, could you please elaborate on this – Thanks

  9. I believe they just got rid of the additional cost for knowledge.

    Service Cloud (and carries an additional license fee as well).

    1. Hello Mayousaf! I agree, and ended up turning up the zoom in my browser. I use windows 10, in the upper right corner under the close symbol ( X ) click the three dots. Directly below “New In Private window” is the zoom level. I cranked mine up to 150%. I find it easier to concentrate this way.

  12. Hi,

    I’ve created an object. The object is not appearing in the “Create New” side bar on the Homepage. The object does appear as a Tab across the top of the page. I thought there was a correlation between the objects that appear in the “Create New” menu, and in the Tabs that run across the screen.

    I attempted to edit the “Create New” menu under:
    Settings > Customize>Home Page> Home Page Components, but there is no edit option for the “Create New” component.

    Could someone please help me with trying to get the object list in the Create New menu?

    How else could the object be created?

    Thank you,

    Claire

    1. Hi,
      How many tabs are available in your home page. I tried creating more around 15 tabs in homepage but only first 10 tabs are appearing in “Create New”. Hope it helps.

      Thanks

  14. This page is incredible… I have been learning on Trailhead and I needed an overview of all the common objects and their interrelationships – couldn’t find it anywhere. This really helps to fit the puzzle pieces together. Thanks so much!

  16. HI,
    One quick question, i see you mentioned Chatter under both Standard App as well as under Standard Objects. So is Chatter both, since when i see the Quiz i see questions where you are asking which of the following is Not standard App or Standard Object.

    Regards!

  17. At this point I am confusing:

    – Files
    – Documents
    – Content
    – Solutions
    – Knowledge Articles
    – Knowledge
    I understand that the 1st three are standard objects/ methods and the last two are Service Cloud objects/ methods.
    Nevertheless I am still not clear on how they relate or differ among themselves…
    What is an easy way to remember?

  19. John great content, thanks for your hard work . I am sure it must be redundant to answer some of those questions all over.
    I need a clarification on Service Cloud console. You mentioned above in one of the comment’s response that this is available in the “Call Center” application in the developer edition (the one i am practicing on for free) . In the real world would this service cloud be available in the classic or enterprise edition of SFDC? or a totally separate console like the Marketing console? I am a bit confused because the Service clouds objects you mentioned above are not in my Dev edition. How would i practice on those objects ?

    Thanks for the clarification and letting us know what applications users get for which editions of SFDC. (as relevant to the ADM test)

    1. As you’ll learn from the guide, the app is really just a pre-set list of tabs. In the real world you usually end up creating your own apps (and possibly using the service cloud console). This will make more sense as you progress through the guide 🙂

  22. Can a user apply personization to a tab layout that will only be visible to that specific user? Or is all layout changes applied to everyone like to email address field example provided earlier?

    1. When the user changes the tabs for the application (click the plus mark and then customizing the tabs from the button in the top right), they are changing it for them only. When the admin changes the application (through setup –> Apps), that will impact all users.

  26. Hi John,

    I really appreciate this site. I think my previous question was too long – apologies. What I’m really asking is:

    1) Where can I find the official list of Salesforce standard apps? The help documentation states “Setup/Create/Apps” – this list differs from the one here, as well as if I go to Setup/Manage Apps/Apps Menu. Please clarify.

    2) If the standard apps list depends on what’s enabled, is the exam actually more likely to ask what are default standard apps? Based on a particular edition?

    3) As far as standard objects, where can I find the official list of Salesforce standard objects in Salesforce? Am I correct in that all Standard objects are under Setup/Build (area)/Customize? Am I correct in assuming that only those that you list here are the ones most likely to be on the exam?

    Thank you again, and sorry for not being so concise the first time!

  27. Hi John,

    Great site – very helpful! I have a couple of questions in two areas: Standard Apps (as of June 2015) and Standard Objects:

    In my Dev Edition, the list for standard apps are the following:

    – App Launcher (already addressed in the comments)
    – Call Center
    – Community
    – Content (already addressed)
    – Marketing
    – Platform
    – Sales
    – Salesforce Chatter
    – Sample Console
    – Site.com

    Standard Apps Questions
    1) Is the Platform app considered a Standard App?
    2)Am I correct in assuming Sample Console is just an example, and can be disregarded as a standard app?

    Standard Objects
    1) Are all the items listed under the Build/Customize areas standard objects? (using Dev Edition as the basis) ? There are a bunch so I won’t list them here…if you can just indicate which aren’t, that would be fantastic!

    Thank you again for this great site and your willingness to answer questions. Have a great day!

    –

    1. Hey JD,

      Apologies on the delayed reply. Have been working on a few site updates to clarify questions like this.

      Platform app is typically used with the Salesforce platform user license type (non CRM users) – it is a standard app (at least in Developer Edition), but not critical to understand.

      Sample console is just an example, yes.

      I didn’t find an exact list of all of the standard apps / objects – it will vary based on the features/edition. You should be aware of everything in your developer edition.

  28. Hi John,

    Can you please clarify this concept? “Data.com is a product offering from Salesforce that is a repository of both crowd-sourced and Dun & Bradstreet contact and account information.” For me it is not clear what do you meand by crowd-sourced and Dun & Bradstreet contact. You can reply here or send it to my email.
    Thank you.

  29. Dear John,
    Opportunity Products/Price Books/Quote, are these standard objects too? or they are a subset to a particular object?

  30. I am using the Test DB to practice. This is with regards to the Lead tab – When you add Product in the Product tab, why can you not select that product on the Lead tab?

    Please let me know if this is not the correct place to post such questions.

    This site is awesome and thanks for putting this together for us.

      1. Thanks John for the quick response.

        I guess I am misinterpreting the concept then. when you create a new lead, what is the product interest under the Additional Information category? I interpreted it as a prospect for certain product.

        Again on the Lead tab, you have the checkbox for assign using active assignment rule. But do not see anywhere you could setup the assignment rule. Moreover the help and documentation assumes that the reader knows what these rules are. I am clueless.

        1. Product interest is a field on the lead object, it is not actually tied to the product data (understand how that could be confusing).

          Lead assignment rules are covered in the sales cloud section – there is a lot of ground to cover before you will start understand how each of these pieces fit together…

    1. Opportunity line item for example – this standard object does not also exist as a tab (therefore you would need to access the data by viewing the related opportunity, or via the API). Opportunities exists as both an object and a tab.

  37. John,

    I noticed Site.com was referenced. When I pasted this into a URL it took me to Salesforce1, is this something that needs updated or is Site.com the name for SF1 🙂

    Thanks!

  38. The content here has been so helpful I don’t want to come across as piling on but dittos on the font comments :(. I’ve been able to use an extension in Chrome called Deluminate to help with the contrast. Thx again.

  39. I was just about to comment on the font myself. You can change Firefox to ignore colors specified by sites; I’ve done that here as the color is hard to read. It wouldn’t pass accessibility needs I’m sure. I’m just old, too. Thanks so much for considering a change!

  40. Hi John,
    I’m delighted with the content of this page (and other pages). I just want to mention that I find the pale gray type somewhat difficult to read. Maybe it’s a sign of age 🙂 but even after playing with the contrast on my monitor I can’t find a comfortable way to see the type. If you control it in a CSS file maybe it would be easy to try something a little darker? Even a shade or two would help a lot.
    Thanks!
    Jeanne

    2. Hello Jennifer,

      A Tab exposes the record within the Object, whereas An Object is a model of something that exists in reality. Specifically a table of data which consists of –
      ROWS ie Records
      COLUMNS ie Fields.
      Also, the Column Headings are the Names of the Fields.

  49. Hi John,

    I am also curious as to why the Service Cloud is not discussed in this guide? It was featured in the first exam I took so I feel like it should be addressed here as well.

    Thank you.

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