Records in Service Cloud - dummies

Records in Service Cloud

By Jon Paz, T. J. Kelley

One of the basic building blocks of Salesforce is the record. Records are individual pieces of data that fall under tabs, or collections of pertinent records. They hold fields that display certain information. For example, a case record may have fields pertinent to the person the case is servicing, his address, his phone number, and the urgency of the issue.

Creating new records

Salesforce offers a number of ways to create a new record. You can always use the Create New drop-down list in the sidebar of most pages by doing the following:

  1. Click the Create New drop-down in the sidebar.

    A list of available objects appear where you can choose which type of record you want to create. Objects are representations of database tables that contain your organization’s information. For example, accounts, contacts, and cases are all standard Salesforce objects.

    The Create New drop-down menu in the sidebar.
    The Create New drop-down menu in the sidebar.
  2. Click the object, or type of record, you want to create.

    The edit page of a new record appears with mostly empty fields (some fields may be pre-populated).

  3. Enter information into the fields in Edit mode and click Save.

    The detail page of the record appears, detailing the record you’ve just created.

Assuming you have the proper permissions, you can also create a record through the Object tab by following these steps:

  1. Click the Object tab related to the record you want to create.

    The tab Home page appears. For example, to create a new case record, click the Cases tab to get to the Cases Home page.

  2. Click the New button in the Recent list for that object.

    This list shows you the most recent records you’ve viewed pertaining to the tab you’re in. For example, in the Recent Cases list, click the New button,. The Case Edit page appears.

  3. Complete the fields and click Save.

    The detail page of the case record you’ve just created appears.

    The Recent Cases list on the Cases home page and the New button.
    The Recent Cases list on the Cases home page and the New button.

Congratulations! Now you can create records in Salesforce. You also see how painless and intuitive it is. Let’s look at making the most out of the record you just created to understand the detail page.

Editing or deleting records

Editing and deleting records is even easier than creating them.

To edit a record, navigate to the detail page of the record you want to modify, and follow these steps:

  1. Click the Edit button at the top of the Detail page.

    The Edit page appears with editable fields.

  2. Edit the fields you want to edit.

  3. Click Save.

    The record’s Detail page appears, displaying the updated information.

If your administrator enables the inline editing feature in Salesforce, there is an even easier (yes, it’s true) way to edit fields that can save you time and clicks. The inline editing feature allows you to edit fields directly from the Detail page without even clicking the Edit button. To edit a field inline, follow these steps:

  1. On a record’s Detail page, hover your cursor over the field you want to edit.

    An icon appears to the right of the field, indicating your level of access to it:

    • Pencil: You can edit this field inline, and the field is highlighted.

    • Padlock: You can’t edit this field, and it isn’t highlighted.

    • None: You can edit the field, but not using inline editing. You’ll have to use the traditional method of editing, detailed earlier.

  2. If the pencil icon appears, double-click the field and update the information.

    The following figure shows how to update the Subject field on a case using inline editing.

  3. Click Enter to complete editing that field if you want to continue editing others; otherwise, click Save.

    The record is saved with all your modifications.

    Editing a field inline.
    Editing a field inline.

To delete a record, on the Detail page, simply click the Delete button. Don’t worry — Salesforce will ask you if you’re sure, in case you change your mind. If you do, just click Cancel to return to the Detail page. If you click OK and delete the record, it will move to the Recycle Bin for 15 days before Salesforce permanently deletes it.