General FAQ

Registration Questions

Q. How do I sign up for salesforce.com?
A. Most users will sign up online, right on the salesforce.com Web site. The process is completely safe and secure. Additionally, if you prefer, you can also sign up with us over the phone. Sales and support representatives are available Monday through Friday 6:00 AM to 6:00 PM Pacific Time at 1-800-NO-SOFTWARE.

How to Get Started Questions

Q. How do I get access to salesforce.com?
A. Because salesforce.com is an online service, there is no hardware or software to buy, install or maintain. Just point your browser Microsoft Internet Explorer (version 5.5 or higher) or Netscape Navigator (version 6.0 or higher) to the login page and login.

Q. Is any training required to learn to use salesforce.com?
A. Salesforce.com is designed to be easy to learn and can be used immediately. Our customers find that using salesforce.com is similar to using other Web sites - extremely intuitive and user friendly. If you know how to use the Web, you will know how to use salesforce.com.

Q. Is training available if I need it?
A. While training is not required, we offer free training for users and administrators of the salesforce.com service. The sessions run less than one hour and cover typical usage by a user and administrator. The sessions are held through the Internet, conveniently allowing you to participate right from your office.

Q. What involvement is required from my company's IT department?
A. None. salesforce.com applications are accessed through the Internet via a Web browser and require no modifications or upgrades to your existing environment. All you need is Microsoft Internet Explorer (version 5.5 or higher) or Netscape Navigator (version 6.0 or higher), and you are ready to use salesforce.com. Because there is no hardware, software, or network equipment to purchase, and the application is accessed through a standard Web browser, your IT department will not need to implement or maintain this service.

Q. What platforms do I need to have in order to run salesforce.com?
A. Since salesforce.com hosts the application, all you need is a computer or an alternative device that can run a Web browser. It doesn't matter what type of hardware or operating system you're running.

Q. Can I import my existing data into salesforce.com?
A. Salesforce.com provides an Import Wizard to move your data from Microsoft Outlook™, ACT! and most other programs via CSV (comma separated values) or Tab Delimited files. The Import Wizard takes you step-by-step through the import process, allowing you to specify how your data will be organized once it is in salesforce.com.

Q. What is the job of the salesforce.com System Administrator?
A. The Administrator is responsible for setting up your salesforce.com online "Organization," which means adding users, establishing their roles, configuring pick lists (drop-down menus), and adding custom fields. This task is usually completed in just a few hours. The Administrator may also manage the initial process of importing your company's existing account, contact data, and notes.

Q. Can I configure salesforce.com?
A. Your Administrator can configure many aspects of salesforce.com to meet the specific requirements of your marketing, sales, and support departments. You can change the choices in every pick list, change the text that appears on the Home tab, and add an unlimited number of custom fields. All pre-configured reports can be customized and saved for future selection. Additionally, each user can change the "tabs" presented in the user interface. For example, a marketing manager may choose only to see Leads, Forecasts, and Reports tabs. A sales rep may select Opportunities, Accounts, Contacts, and Forecasts. Lastly, a customer support rep may limit the user interface (UI) to Accounts, Cases, Solutions, and Reports.

Q. Can I add custom fields in salesforce.com?
A. Your Administrator can quickly add as many custom fields as necessary to Leads, Accounts, Contacts, Opportunities, and Cases. Custom fields can be set up in various formats, such as a text string, pick list, date, or number. Additionally, these custom fields can be included on all appropriately related reports.

Q. How do I contact Customer Support?
A. Free Customer Support is available to assist you with your organization set up, Administrator functions, or general user questions. You can contact the salesforce.com Customer Support department by: 1.) Visiting our Web site at www.salesforce.com via the "Support Options" link, 2.) Dial 1-800-NO-SOFTWARE, 3.) Customer Support hours are Monday through Friday 6:00 AM to 6:00 PM Pacific Time.

Q. Can salesforce.com's customer support team help me import my data?
A. Salesforce.com offers implementation services that would help your team get up and running on the service. You will receive a dedicated point-of-contact who coordinates activities, establishes deadlines, and monitors progress. In addition, you will receive private online training, which is customized to the particular needs of your organization and is conducted on your customized salesforce.com version.

Q. How do I get upgrades to salesforce.com?
A. Because salesforce.com is a Web site, any time we add a new feature, you will have access to it immediately the next time you visit the Web site. There is no need to download any software or make system adjustments.

Q. Can I synchronize with my Palm Pilot?
A. You can download specific information directly into a Personal Digital Assistant (PDA) utilizing Palm OS™ software or you can synchronize directly with Microsoft Outlook™ and then bring the data into your Personal Digital Assistant. Information can be viewed, updated, and then synchronized back with salesforce.com.

Q. Can I integrate salesforce.com with other applications such as my financial application?
A. Yes. Data can be imported easily from other sales tools and databases into salesforce.com and also exported to other applications through industry standards for data exchange. It fits quickly and easily into an organization's existing computing environment for rapid adoption and seamless productivity.

Q. How often can my organization import data?
A. The Import Wizard is built into salesforce.com and can be used as often as desired.

Q. Who in my organization can use the Import Wizard?
A. The Administrator and all users in your organization can use the Import Wizard to move data into salesforce.com at anytime.

Q. What file formats can salesforce.com import?
A. Salesforce.com can import directly from an ACT! or Microsoft Outlook™ file. In addition, you can import from any program that can save its data in the CSV (comma separated value) file format such as Palm OS™, Microsoft Excel™, and Microsoft Access™.

Q. What data can be imported?
A. You can import all Contacts, Accounts, and their associated Notes during the import process.

Q. How long does it take to import a file?
A. The Import Wizard includes four steps. The length of time required depends entirely on the amount of data to be imported, but on average it will take only a few minutes. To expedite the import process we recommend you review the import directions that are provided in the Help section. In addition, we recommend you do your best to match your source file with the default and custom fields available in salesforce.com prior to starting the Import Wizard.

Q. When will Force.com Checkout be available? 
A. Force.com Checkout will be available to users who have access on September 22, 2008.

Q. How do I log in to Force.com Checkout?
A. Force.com Checkout requires a login to salesforce.com; there are two ways to enter Force.com Checkout.  In the Force.com Apps drop-down menu i n the top-right corner of your salesforce.com, select Force.com Checkout.  Or, go to Setup | Force.com Checkout Summary on the left hand navigation menu.

Q. How do I login to salesforce.com or Force.com Checkout?
A.If you have logged into salesforce.com before, you can continue to access the service the same way by submitting your username and password to the appropriate fields on this webpage: https://login.salesforce.com/.
The direct login page for Force.com Checkout is also available here: https://login.salesforce.com/?lt=appstore.
If you have never logged into salesforce.com, your salesforce.com System Administrator can grant you access to all of your Organization’s salesforce.com functionality or access to only the Force.com Checkout area (coming soon).

Q. How can I tell who ordered something?
A. If you have access to Force.com Checkout you can click on Quotes and look at the list of Quotes that have been converted.  The Accepted By column will show you who placed a particular order.

Q. How can I get a copy of my credit memo or invoice?
A. If you have access to Force.com Checkout you can print copies of your credit memo or invoice.  If you do not have access to Force.com Checkout please call our Customer Service department at 415-901-8457 or use our Billing Inquiry Form.

Q. When I print my invoice I get multiple pages.  How can I print my invoice on one page?
A. Your margins need to be adjusted to the following parameters:
For Firefox, change your Page Setup so that all margins, top, bottom, left and right are set to 0.0.
For Internet Explorer:
Change your Paper size to “Letter”
Change your Source to “Auto”
Change your left margin to “.25”
Change your right margin to “.25”
Change your Top margin to “0.166”
Change your Bottom margin to “0.166”
Your page orientation should be “Portrait”

Q. Why doesn’t my invoice have a balance due?
A. Effective September 22, 2008, Salesforce.com will begin to issue static invoices where the Invoice Amount remains the same.  If you would like to see your account balance, please log into the Force.com Checkout where you can generate your own statement which will give you a listing of your invoices and corresponding payments and/or credit memos.

Q. Why does my invoice have separate lines for each order?
A. Each order that is signed will generate a separate line item even when the product is the same.

Q. Where is my invoice, I only received an e-mail?
A. Each time an invoice is generated you will receive an e-mail summarizing the balance of the invoice along with an attachment allowing you to print a copy of your invoice.  The e-mail you receive will also have a link to the Force.com Checkout where you can view and print all of your invoice documents.

Q. Why can’t I add additional seats through Force.com Checkout?
A. Accounts have different levels of access within Force.com Checkout.  You can contact your Account Executive directly or our Sales Department at 1-800-no-software (1-800-667-6389) to add additional seats and/or products to your account.

Q. I’m an existing credit card paying customer, can I update my credit card number online?
A. If you have access to Force.com Checkout and you currently pay by credit card you can update your credit card information online for all future billings.  You cannot, however, pay for your invoice online.  To pay for an invoice via credit card please call our Customer Service department at 415-901-8457 or use our Billing Inquiry Form.

Q. How do I make a one-time Payment?
A. If you would like to pay a currently outstanding invoice, please contact our Customer service Department at (415) 901-8457.

Q. How do I upgrade or renew my salesforce.com edition?
A. If you have access to Force.com Checkout you can click the “contact sales assistance to upgrade or renew your account” link on the home page to request sales assistance.  Otherwise please our Sales Department at 1-800-no-software (1-800-667-6389) to add additional seats and/or products to your account.

Q. Why are some payment methods or payment terms not available to me?
A. Payment terms and methods are dependent on your creditworthiness and are subject to change based on payment history with salesforce.com.

Q. How can I submit a billing question online?
A. A billing question can be submitted on salesforce.com using our Billing Inquiry Form.

Q: What is the phone number for your billing department?
A: Customer's in the Americas should contact the US billing department at 415-901-8457 or 1-800-no-software (1-800-667-6389) and select the billing option. Customers in Europe, the Middle East, or Africa should contact our Swiss office at +41216953777. Customers in Asia Pacific should call +65 6302 5700. Customers in Australia should call (+612) 9394 7377.

Q: Can I email the billing department?
A: To submit an inquiry online, please use our online form.

Q. What is your billing policy?
A. Salesforce.com bills you for your subscription service in advance of your service period. The amount you are billed is based on your available seat count, not on the active users in the application. The Invoice start date is determined by the date that you first signed up for your subscription with salesforce.com. Payment is due to salesforce.com on the first day of the service period.

Q. What am I being charged for?
A. Salesforce.com is an on-line business service, providing customer relationship management services via the internet. Your organization entered into an agreement to use the salesforce.com subscription service.

Q. How can I change my billing address information?
A. If you have access to Force.com Checkout you can update your billing address for all future billings.  To make any other changes, please contact our Customer Service department at 415-901-8457 or use our Billing Inquiry Form.

Q. How do I increase the number of seats available in salesforce.com?
A. If you have access to Force.com Checkout, click the add-on salesforce.com seats link. This link will take you through the quoting process so that you can order more seats for your existing organization. If you cannot access quotes in Force.com Checkout contact your System Administrator.

Q. What is your policy for reducing or cancelling licenses?
A. Per our Master Subscription Agreement, you can only reduce or cancel your licenses once you have reached the initial term of your agreement. Once you have reached that date you will be allowed reduce/cancel as you see fit.

Q. How do I reduce my licenses?
A. We ask that you notify us of your intent to reduce your licenses 5 days before your renewal date. Please notify us in by using the Billing Inquiry Form or writing to us at billing@salesforce.com.

Q. Can you please send a cc: copy of my bill to another recipient?
A. Unfortunately, our billing system does not allow us to send a cc: copy of a bill to another recipient. We can have a copy sent by email to one recipient but have the invoice mailed to a specific address, if required.

Q. Why does my bill not reference the proper Purchase Order number?
A. Our Invoices generate with whatever Purchase Order was provided to us when your Order is placed. If your Purchase Order number has changed, please notify our Billing Department by using the Billing Inquiry Form. Our Customer Service team will be in contact with you to add/change whatever information is necessary.

Q. What is the difference between licenses and users?
A. Under the Master Subscription Agreement of your subscription with salesforce.com, you are billed for your total number of licenses, not the total number of users assigned to those licenses.

Q. When is payment due on my account?
A. Your payment is due to be received by us on or before the due date indicated on your invoice.  If you have any questions about your payment due date please contact our Customer Service department at 415-901-8457 or use our Billing Inquiry Form as delay in payment can cause a suspension of service on your account.

Q. What forms of payment do you accept?
A. We accept payment by check, wire transfer, direct debit or credit card (Amex, Visa, and MasterCard). For more information on available payment methods please contact your Account Executive directly or our Sales Department at 1-800-no-software (1-800-667-6389).

Q. What do I do if my Credit Card has declined?
A. We will make two attempts to charge your credit card.  If your credit card is declined, after the first attempt, we will make another attempt to automatically charge that card 10 days after the initial attempt. Before a second attempt is made to charge your credit card you can update your credit card number online if you have access to Force.com Checkout.  A second decline will result in automatic suspension of your account. Please contact our Customer Service department to clear up any issues regarding Credit Card Payment. You can call us at (415) 901-8457 or submit an Inquiry using the Billing Inquiry Form.

Q. What do I do if my account is Suspended?
A. Please contact our Customer Service department at 415-901-8457 and any one of our representatives can help you process payment and reactivate your service.

Q. Where can I find the Terms of Use?
A. The Terms of Use can be found by going to any page within the application. It is a small grey hyperlink next to the copyright symbol on the very bottom of any page within the application. You may also find it at this link here:
http://www.salesforce.com/company/msa.jsp

Q. What is your Tax Policy?
A. We will charge you sales Tax if your local State Tax Board deems us a taxable service.

Q. How do I change my Payment Method and/or Billing Frequency?
A. If you would like to change your method of payment or Billing Frequency, please contact our Customer Service department by using the Billing Inquiry Form or calling us at 415-901-8457.

Q. What is your Federal Tax ID number?
A. FEIN number is 94-3320693

Q. What is your Dun & Bradstreet number?
A. D&B number is 17-810-1643

Q. What is your remittance address?
A. For customers in the America's, check payments can be mailed to the following address:

Salesforce.com
P.O. Box 842569
Boston, MA 02284-2569
United States

Customers in Europe, the Middle East and Africa should contact our Swiss office at + 41 21 6953777 to receive wire transfer and remittance instructions. Or email Billing_EMEA@salesforce.com.

Q. What is your remittance address for overnight delivery/courier service?
A. For customers in the America's, the remittance address for overnight delivery/courier service is:

Salesforce.com Inc.
20 Commerce Way
Suite 800
Woburn, MA 01801
Reference: Lockbox # 842569