User Guide. Issued July DocAve Backup for Salesforce User Guide

Transcription

1 DocAve Backup for Salesforce User Guide Issued July

2 Table of Contents What s New in this Guide...4 About DocAve Backup for Salesforce...5 Supported Browsers...6 Submitting Documentation Feedback to AvePoint...7 Integrating with AvePoint Online Services...8 License Expiration Notification...8 AvePoint Online Services Versions - Commercial and US Government Public Sector...9 Selecting the Language Viewing Organizations Managing Accounts Creating Groups Managing Groups Adding Users Backing Up a Salesforce Organization Configuring a Daily Backup Schedule Comparing Backup Data Comparing Objects Comparing Metadata Performing a Restore Restoring Fields Restoring Records In Place Restore Out of Place Restore Restoring Objects In Place Restore Out of Place Restore Restoring an Organization In Place Restore Out of Place Restore

3 User Mapping Creating User Mapping Profiles Managing User Mapping Profiles Viewing the History, Downloading Reports, and Exporting Data Monitoring API Usage and User Activities Inviting Support Submitting Feedback Bug Report Interface Improvement Feature Suggestion Appendix A - Permissions Appendix B - Unsupported Object Types Appendix C - Exported Profile Names for Built-in Salesforce Profiles Appendix D DocAve Backup for Salesforce Licence Retention Information Notices and Copyright Information

4 What s New in this Guide Updated the Supported Browsers section. Added the Adding Users section. 4

5 About DocAve Backup for Salesforce DocAve Backup for Salesforce provides a comprehensive backup and restore solution which native Salesforce does not provide. Our cloud-hosted solution allows for a quick restore from one single record to an entire Salesforce organization that includes all attachments and preservation of relationships between data. Within the Central Command Dashboard, you can easily run additional backups exclusive of your daily backups and create detailed job reports of backup, restore, and user activity. DocAve Backup for Salesforce provides an easy fix for securing your Salesforce content. DocAve Backup for Salesforce cannot currently backup and restore certain Salesforce object types. For the information about the unsupported object types, refer to Appendix B - Unsupported Object Types. 5

6 Supported Browsers The following table provides the browsers and their versions that support DocAve Backup for Salesforce service: Browser Version Internet Explorer IE Google Chrome Mozilla Firefox 54.0 Safari (Mac OS X) ( ) Microsoft Edge

7 Submitting Documentation Feedback to AvePoint AvePoint encourages customers to provide feedback regarding our product documentation. You can Submit Your Feedback on our website. 7

8 Integrating with AvePoint Online Services DocAve Backup for Salesforce is integrated with AvePoint Online Services. To register for a DocAve Backup for Salesforce account in AvePoint Online Services, you must first register an account in AvePoint Online Services. AvePoint provides the following methods to register an AvePoint Online Services account: Register on the AvePoint Online Services website. Visit the AvePoint Online Services page or the DocAve Backup for Salesforce page on the AvePoint official website. To register for AvePoint Online Services for U.S. Government Public Sector, open the following URL in a new browser tab: To access DocAve Backup for Salesforce through AvePoint Online Services, use one of the entries above to sign into AvePoint Online Services. For details, refer to the AvePoint Online Services User Guide. There is a predefined Administrator group in DocAve Backup for Salesforce, which automatically includes the following users defined in AvePoint Online Service s: Service Administrators (including the tenant owner) Application Administrators Users in the Administrators group have full control permission to DocAve Backup for Salesforce, which means, they can use all of the features of DocAve Backup for Salesforce. In DocAve Backup for Salesforce, you can navigate back to the AvePoint Online Services home page. Click the drop-down arrow ( ) above the DocAve Backup for Salesforce interface and then click AvePoint Online Services on the navigation bar. You can also click DocAve Online, Governance Automation Online, Compliance Guardian Online, AvePoint Could Insights, or File Share Navigator Online to access the corresponding product that you have licenses for. License Expiration Notification Notification s will be sent to the service administrators 10 days before the expiration, 1 day before the expiration, and on the exact expiration date. It will remind service administrators that the account is going to be expired, and your data will be maintained for the next 30 days after the exact expiration time. You can choose to purchase or renew your subscription to preserve your data, and contact AvePoint support for a copy of data. 8

9 AvePoint Online Services Versions - Commercial and US Government Public Sector There are two versions of AvePoint Online Services: a version for Commercial use, and a version available on Microsoft s Cloud Platform for U.S. Government. The U.S. Government Public Sector version of AvePoint Online Services offers most of the same functionality as the Commercial version. For details, refer to the AvePoint Online Services User Guide. Functionality of DocAve Backup for Salesforce in both versions is the same. 9

10 Selecting the Language DocAve Backup for Salesforce supports English, Japanese, and French as the display language. You can complete the following steps to configure the display language for the DocAve Backup for Salesforce portal: 1. Click the Settings tab. 2. Click Manage in the Language Settings area to go to the Language Settings page. 3. Select the display language for the DocAve Backup for Salesforce portal from the Language drop-down list. 4. Click Save to apply your configuration. 10

11 Viewing Organizations The View Organization page allows administrators to view the basic information and the condition of the organizations that they can manage. To access the View Organization page, click the Settings tab, and then click Manage in the View Organizations area. By default, a tenant owner s organization is registered automatically, since the first time the tenant owner signed into DocAve Backup for Salesforce. If you would like to use DocAve Backup for Salesforce to protect Salesforce data in other organizations, you need to create an app registration profile in AvePoint Online Services for your organizations. After an app registration profile of an organization is created, the organization is registered into DocAve Backup for Salesforce automatically. To create app registration profiles for managing more organizations in DocAve Backup for Salesforce, click Go to the App Management interface to manage organizations app registration profile. For detailed information, refer to the AvePoint Online Services User Guide. 11

12 Managing Accounts The account that created an app registration profile will become the tenant owner of it and a Service Administrator in AvePoint Online Services automatically; this account will be added into the Administrators group in DocAve Backup for Salesforce automatically. Only administrators can add users into different groups and edit the user permissions by managing groups. Creating Groups Administrators can create custom groups and edit group permissions for managing the users who will use DocAve Backup for Salesforce. Complete the following steps to create a group and grant permissions to it. 1. To access the Manage Account page, click the Settings tab, and then click Manage in the Manage Accounts area. 2. In the Manage Account page, click Create Groups. The Create Groups page appears. 3. Group Name Enter a group name. 4. Description Enter an optional Description for future reference. 5. Permission Select permissions for the group. You can click Select all to grant all permissions to the group. Each feature is only available to the user groups that have corresponding permission. For more detailed information about permissions, refer to Appendix A - Permissions. 6. Organization Select the organizations whose data can be backed up or restored by the users in the group. You can click Select all to allow this group to manage all of the organizations. 7. Click Save to save your configurations, or click Cancel to leave the page without saving any configurations. Managing Groups In the Manage Account page, administrators can take the following actions on a user group. View Users Click this button in the action column of a group to go to the View Users page. All of the members of this group are displayed. You can perform the following actions on the users: o Add Users Click this button to go to the Add Users page for adding new users to this group. For more detailed information about adding users, refer to Adding Users. o Remove Click the button in the action column of a username to remove this user from DocAve Backup for Salesforce. Edit Click this button in the action column of a group to go to the Edit page, and edit the name, permission, and managed organizations of this group. For more detailed information about creating groups, refer to Creating Groups. 12

13 Adding Users Delete Click this button in the action column of a group to delete it. *Note: The Administrator group cannot be edited or deleted. In the Add Users page, administrators can complete the following steps to add users to a group: 1. Navigate to Settings > Manage Accounts > View Users > Add Users. 2. Enter usernames into the Add Users text box or copy usernames. Separate usernames with semicolons. You can also click the browse ( ) button to go to the Select Users window, and view the available users. Enter the keyword of a username into the text box on the top of the Select Users window to search for a specific user. Select the usernames, and click Add to add the users into the Add Users text box. *Note: The system will automatically check whether or not the entered users are valid, and you can also click the check ( ) button before saving the changes to check whether or not the users are valid in case other users are editing the users in the group at the same time. 3. Click Save to save your configurations. 13

14 Backing Up a Salesforce Organization DocAve Backup for Salesforce service will automatically back up all your Salesforce records at 00:00 local time after your first login, and continuously perform backup jobs every day at 00:00. All of the backup data will be encrypted and stored on an Azure Database and an Azure BLOB Storage. Administrators can configure the schedule for the automatically performed daily backup job. For details, refer to Configuring a Daily Backup Schedule. Once your license is expired, the backup schedule will be stopped. Before you begin to back up any records, only the organization drop-down menu and the Back Up Now button are available on the Dashboard tab. You can change organizations by clicking the organization name on the drop-down menu. *Note: After your first login, you can click the Back Up Now button to back up the entire organization for the first time or let DocAve Backup for Salesforce perform the first backup job automatically at 00:00 local time. The Back Up Now button is only available to the user groups that have the Back up now permission. Within a 24 hour period, you can perform the backup jobs for an organization up to six times. *Note: Skipped and failed jobs are not included in the six jobs. *Note: The backup jobs will back up the failed objects in the last backup job automatically. After Back Up Now is clicked, the Back Up Now button will be changed to a progress bar of the backup job, and you can view the status of the backup job. If you would like to view more information about the start time, finish time, type, progress, and status of the backup job, access the History tab. You can view the following backup information on the Dashboard tab: Backup Timeline A backup is displayed as a point in the timeline by the order of its finish time. Click the pervious ( ) or next ( ) buttons to turn pages. Backup Details Backup details about date, total records, finish time and status are in the middle-left, and backup details about Accounts, Leads, Contacts, and Opportunities are in the middle. If AvePoint Online Services detects that the number of your active users in Salesforce has exceeded the number of licensed seats for DocAve Backup for Salesforce and the exceeded amount is more than ten percent of the licensed seats for DocAve Backup for Salesforce, AvePoint Online Services will take the following actions to remind Service Administrators (including the tenant owner) to purchase additional user seats: Send an to Service Administrators (including the tenant owner) every 30 days. 14

15 Display user seat over limit alert when you click the notification number label above the DocAve Backup for Salesforce product name in the AvePoint Online Services home page. If you do not purchase any user seats within 30 days of receiving the , DocAve Backup for Salesforce will stop the backup feature. On the top of the Dashboard page, the completion time of the latest backup job will be displayed. You can still restore or compare data using the previous backups. *Note: The number of Sandbox users will not be counted as active users in Salesforce. Configuring a Daily Backup Schedule Administrators can complete the following steps to configure the schedule for the daily backup job: 1. In the home page, select an organization from the drop-down menu in the upper-left corner. 2. Click the Settings tab, and then click Manage in the Backup Schedule area. The Backup Schedule page appears. 3. In the Schedule field, select one of the following options: Use the default backup schedule that starts at 00:00 every day Use the default backup schedule, and a backup job will be automatically performed at 00:00 every day. Customize a daily backup schedule Select a start time for a daily backup job, and a backup job will be automatically performed at that start time every day. *Note: If a user logs into the DocAve Backup for Salesforce service from a time zone that is not the one where the backup schedule is configured, the start time of the backup job will be converted to the local time of that time zone where the user logged in. 4. Click Save to save the configurations. 15

16 Comparing Backup Data DocAve Backup for Salesforce provides Compare Object and Compare Metadata to compare and show the differences of objects or metadata in two different backups. This feature is available to administrators and the users in the groups that have the Compare objects or metadata permission, and these users and groups can view the results of the finished compare jobs in the Compare Object Results and Compare Metadata Results areas. Comparing Objects To compare objects, complete the following steps: 1. Click the Compare tab to show the Compare Object area, and select an organization from the organization drop-down menu. 2. Click Next in the Compare Object area to go to the Compare Object page. 3. In the Select the backup jobs you want to compare field, select a date and select a backup job in the date according to the backup finish time as the old and new backup jobs. The finish time of the old job must be earlier than the finish time of the new job. 4. In the Select object types you want to compare field, select the object types you want to compare. 5. Click Compare to start the compare process, or click Cancel to leave this page without saving any configurations. After the compare job is started, system will automatically jump to the Results page. The compare results will be displayed when the compare job is finished. The following information of the compared objects is listed: The object type. The total record number of each object type in the old and new backup jobs. The number of the removed records. You can view the detailed information about the removed records by clicking the number to download the.csv file. The number of the changed records. You can view the detailed information about the changed records by clicking the number to view the details in a new tab. The number of the added records. You can view the detailed information about the added records by clicking the number to download the.csv file. 16

17 Comparing Metadata To compare metadata, complete the following steps: 1. Click the Compare tab to show the Compare Metadata area, and select an organization from the organization drop-down menu. 2. Click Next in the Compare Metadata area to go to the Compare Metadata page. 3. In the Select the backup jobs you want to compare field, select a date and select a backup job in the date according to the backup finish time as the old and new backup jobs. The finish time of the old job must be earlier than the finish time of the new job. 4. Click Compare to start the compare process, or click Cancel to leave this page without saving any configurations. After the compare job is started, system will automatically jump to the Results page. The compare results will be displayed when the compare job is finished. The following information of the compared metadata types is listed: The metadata type. The total number of each metadata type in the old and new backup jobs. The number of the removed metadata. You can view the detailed information about the removed metadata by clicking the number to download the.zip file. The number of the changed metadata. You can view the detailed information about the changed metadata by clicking the number to view the details in a new tab. The number of the added metadata. You can view the detailed information about the added metadata by clicking the number to download the.zip file. 17

18 Performing a Restore DocAve Backup for Salesforce provides four flexible scenarios to restore your organization's Salesforce data. Select an organization from the organization drop-down menu. Click Restore to show the Restore tab, and select one of the following actions to start. Restoring Fields Restore the values of specific fields only. Restoring Records Restore specific records only. Restoring Objects Restore every record of selected objects. Restoring an Organization Restore all records of an organization. *Note: To restore the custom objects and fields, DocAve Backup for Salesforce adds the corresponding permissions to the mapped users or the default user while running Out of Place Restore jobs. Restoring Fields You can restore the values of specific fields by designating the fields through backup date, backup time, object type, and keywords. The Restore Fields option is only available to the user groups that have the Restore fields permission. To restore the values of specific fields, complete the following steps. 1. In the Restore tab, select the organization where the specific fields reside from the organization drop-down menu, and click Next in the Restore Fields area to go to the Restore Fields page. 2. In the Search for objects in current organization field, select the object type for the specific field from the Object Type drop-down list. 3. Enter a keyword in the Keyword text box. Click Search to search for the records whose names contain the keyword. *Note: DocAve Backup for Salesforce system utilizes Salesforce Object Query Language (SOQL) and Salesforce Object Search Language (SOSL) to search records, therefore, the keyword must meet the SOSL Search Query requirements. *Note: The wildcards are supported in the keywords. You can use an asterisk (*) or a question mark (?) in the middle or at the end of your keywords. *Note: You can combine multiple keywords using logic operators to narrow your search. For example, you can search a record name that contains all of the keywords via the and logic operator or search a record name that contains either of the keywords listed using the or logic operator. 4. In the Select the record where the fields you would like to restore belong field, select a record where the specific fields reside. 5. Click Next to go to the Select Fields to Restore page. 18

19 6. In the Backup Time Range field, select the start time and the end time to filter the backup jobs whose finish time is within this time period. 7. In the Backup Finish Time field, select the finish time of a backup job that you want to use to restore fields from the drop-down list. You can select the Show no change fields checkbox to show the fields that have no changes. 8. Click Search. All of the fields that meet the criteria appear in the table under the Select the fields you would like to restore field. 9. Click Restore Now to restore the fields or click Back to cancel your configuration and go back to the Select Record page. Restoring Records You can restore specific records by designating the records through backup date, backup time, object type, and keywords. The Restore Records option is only available to the user groups that have Restore records permission. *Note: When restoring data for custom fields that have been deleted, DocAve Backup for Salesforce will re-create the custom field prior to restoring the data. You can choose one of the following ways to restore the specific records: In Place Restore In Place Restore Restore specific records to the original organization. Out of Place Restore Restore specific records to another organization. To restore specific records to the original organization, complete the following steps. 1. In the Restore tab, select the organization where the specific records reside from the organization drop-down menu, and click Next in the Restore Records area to go to the Restore Records page. 2. In the Specify which organization you want to restore records to field, select the current organization from the Which organization do you want to restore to drop-down menu. 3. In the Select a default user for restoring records that belong to de-activated users text box, enter a keyword to load valid users and select a default user. *Note: The default user must have the Modify All Data permission to the objects where the specific records reside. 4. To search for records you would like to restore, select a search method in the How would you like to search for your records? field. If you select Search by selecting a backup date and time, complete the following steps to search the records. 19

20 i. In the Restore to field, select a date on the calendar to restore records to the condition they were in on that date. You can click Latest Backup Date to select the latest backup date. Click OK after you select a date, or click Cancel to cancel your selection. ii. In the Backup Finish Time field, select the finish time of a backup job that you want to use to restore records from the drop-down menu. iii. In the Object Type field, select object types by selecting the corresponding checkboxes from the drop-down menu. iv. In the Keywords field, enter a keyword to search the records whose record name contains the keyword. If you want to search all of the records that meet the criteria above, you can enter an asterisk (*) into the text box. *Note: This feature does not support wildcards as keywords. If you select Search by entering in a keyword, complete the following steps to search the records. i. In the Object Type field, select object types from the drop-down menu. ii. In the Keywords field, enter a keyword to search the records whose record name contains the keyword. If you want to search all of the records that meet the criteria above, you can enter an asterisk (*) into the text box. *Note: This feature does not support wildcards as keywords. iii. In the Backup Time Range field, select the start time and the end time as a Backup Time Range to find the backup time period that you want to restore. 5. Click Search, and all of the records that meet the criteria appear in the Select the records you would like to restore pane. You can also click Preview in the Action column of a record to view the details of the record. 6. Select the records you would like to restore from the search results. If the record you want to restore is not on the current page, enter the page number, or click the Previous (<) button and the Next (>) button to turn pages. Click the First ( ) button to go the first page, and click the Last ( ) button to go to the last page. 7. Restore Settings Select detailed settings for the restore job. Do you want to restore related object records? Select Restore related records if you would like to restore related object records; otherwise, select Do not restore related records. How would you like to handle conflicts of restoring existing records? Select Overwrite if you would like to keep the backup record when conflict occurs; select Do Not Overwrite if you would like to keep the current record. 20

21 8. Click Run Now to restore the records or click Cancel to cancel your configuration and go back to the Restore tab. Out of Place Restore To restore specific records to another organization, complete the following steps. 1. In the Restore tab, select the organization where the specific records reside from the organization drop-down menu, and click Next in the Restore Records area to go to the Restore Records page. 2. In the Specify which organization you want to restore records to field, select an organization that is different from the current organization from the Which organization do you want to restore to drop-down menu. 3. Select a user mapping profile from the Which user mapping profile do you want to apply dropdown menu. You can click View next to the drop-down menu to view the details of the selected user mapping profile. You can also click the New User Mapping Profile option in the Which user mapping profile do you want to apply drop-down menu to go to the user mapping page and create a new user mapping profile. For details about user mapping, refer to User Mapping. 4. To search for records you would like to restore, select the way you want to use to search the records in the How would you like to search for your records? field If you select Search by selecting a backup date and time, complete the following steps to search the records. i. In the Restore to field, select a date on the calendar to restore records to the condition of the date. You can click Latest Backup Date to select the latest backup date. Click OK after you selected a date, or click Cancel to cancel your selection. ii. In the Backup Finish Time field, select the finish time of a backup job from the drop-down menu that you want to use to restore records. iii. In the Object Type field, select object types by selecting the corresponding checkboxes from the drop-down menu. iv. In the Keywords field, enter a keyword to search the records whose record name contains the keyword. If you want to search all records that meet the criteria above, you can enter an asterisk (*) into the text box. *Note: This feature does not support wildcards entered in the keywords. If you select Search by entering in a keyword, complete the following steps to search the records. i. In the Object Type field, select object types from the drop-down menu. 21

22 ii. In the Keywords field, enter a keyword to search the records whose record name contains the keyword. If you want to search all records that meet the criteria above, you can enter an asterisk (*) into the text box. *Note: This feature does not support wildcards entered in the keywords. iii. In the Backup Time Range field, select the start time and the end time as a Backup Time Range to find the backup time point you want to restore to. 5. Click Search, and all records that meet the criteria appear on the Select the records you would like to restore pane. You can also click Preview in the Action column of a record to check the details of the record. 6. Select the records you would like to restore from the search results. If the record you want to restore is not in the current page, enter the page number, or click the Previous (<) button and the Next (>) button to turn pages. Click the First ( ) button to go the first page, and click the Last ( ) button to go to the last page. 7. Restore Settings Select the detailed settings for the restore job. Do you want to restore related object records? Select Restore related records, if you would like to restore related object records; otherwise, select Do not restore related records. How would you like to handle conflicts of restoring existing records? Select Overwrite if you would like to keep the backup record when conflict occurs; select Do Not Overwrite if you would like to keep the current record. 8. Click Run Now to restore the records or click Cancel to cancel your configuration and go back to the Restore tab. Restoring Objects You can restore the desired objects only by designating objects through backup date, backup time, and object type. The Restore Objects option is only available to the user groups that have the Restore Objects permission. You can choose one of the following ways to restore the specific objects: In Place Restore In Place Restore Restore specific objects to the original organization. Out of Place Restore Restore specific objects to another organization. To restore specific objects to the original organization, complete the following steps. 1. In the Restore tab, select the organization where the specific objects reside from the organization drop-down menu, and click Next in the Restore Objects area to go to the Restore Objects page. 22

23 2. In the Specify which organization you want to restore records to field, select the current organization from the Which organization do you want to restore to drop-down menu. 3. In the Select a default user for restoring records that belong to de-activated users text box, enter a keyword to load valid users and select a default user. *Note: The default user must have the Modify All Data permission to the specific objects. 4. Configure the date and time you would like to restore to, and preview objects. Restore to Select a date on the calendar to restore records to the condition of the date. You can click Latest Backup Date to select the Latest Backup Date. Click OK after you selected the date, or click Cancel to cancel your selection. Backup Finish Time Select the finish time of a backup job from the drop-down menu that you want to use to restore objects. Object Type Select object types by selecting the corresponding checkboxes from the drop-down menu. 5. Click Preview, and all objects that meet the criteria and the number of records in the objects appear on the pane below. If the record you want to restore is not in the current page, enter the page number, or click the Previous (<) button and the Next (>) button to turn pages. Click the First ( ) button to go the first page, and click the Last ( ) button to go to the last page. 6. Restore Settings Select detailed settings for the restore job. Do you want to restore related object records? Select Restore related records, if you would like to restore related object records; otherwise, select Do not restore related records. How would you like to handle conflicts of restoring existing records? Select Overwrite if you would like to keep the backup record when conflict occurs; select Do Not Overwrite if you would like to keep the current record. 7. Click Run Now to restore the objects that match your configuration; or click Cancel to cancel your configuration and go back to the Restore tab. Out of Place Restore To restore specific objects to another organization, complete the following steps. 1. In the Restore tab, select the organization where the specific objects reside from the organization drop-down menu, and click Next in the Restore Objects area to go to the Restore Objects page. 2. In the Specify which organization you want to restore records to field, select an organization that is different from the current organization from the Which organization do you want to restore to drop-down menu. 23

24 3. Select a user mapping profile from the Which user mapping profile do you want to apply dropdown menu. You can click View next to the drop-down menu to view the details of the user mapping profile. You can also click the New User Mapping Profile option in the Which user mapping profile do you want to apply drop-down menu to go to the user mapping page and create a new user mapping profile. For details about user mapping, refer to User Mapping. 4. Configure the date and time you would like to restore to, and preview the objects. Restore to Select a date on the calendar to restore records to the condition they were in on that date. You can click Latest Backup Date to select the Latest Backup Date. Click OK after you selected the date, or click Cancel to cancel your selection. Backup Finish Time Select the finish time of a backup job that you want to use to restore the objects from the drop-down menu. Object Type Select object types by selecting the corresponding checkboxes from the drop-down menu. 5. Click Preview, and all objects that meet the criteria and the number of records in each of the objects appear in the pane below. If the record you want to restore is not on the current page, enter the page number, or click the Previous (<) button and the Next (>) button to change pages. Click the First ( ) button to go the first page, and click the Last ( ) button to go to the last page. 6. Restore Settings Select detailed settings for the restore job. Do you want to restore related object records? Select Restore related records if you would like to restore related object records; otherwise, select Do not restore related records. How would you like to handle conflicts of restoring existing records? Select Overwrite if you would like to keep the backup record when conflict occurs; select Do Not Overwrite if you would like to keep the current record. 7. Click Run Now to restore the objects that match your configuration; or click Cancel to cancel your configuration and go back to the Restore tab. Restoring an Organization You can restore the organization to the desired condition by designating the backup job of a specific moment that you want to restore to. The Restore Organization option is only available to the user groups that have the Restore Organization permission. You can choose one of the following ways to restore all records in an organization: In Place Restore Restore an organization backup to the original organization. Out of Place Restore Restore a source organization backup to another organization. 24

25 In Place Restore To restore an organization backup to the original organization, complete the following steps. 1. In the Restore tab, select the source organization from the organization drop-down menu, and click Next in the Restore Organization area to go to the Restore Organization page. 2. In the Specify which organization you want to restore records to field, select the current organization from the Which organization do you want to restore to drop-down menu. 3. In the Select a default user for restoring records that belong to de-activated users text box, enter a keyword to load valid users and select a default user. *Note: The default user must have the Modify All Data permission to the specific objects. 4. Configure the date and time that you would like to restore the organization to: Restore to Select a date on the calendar to restore records to the condition they were in on that date. You can click Latest Backup Date to select the Latest Backup Date. Click OK after you selected the date, or click Cancel to cancel your selection. Backup Finish Time Select the finish time of the backup job that you want to use to restore objects from the drop-down menu. 5. How would you like to handle conflicts of restoring existing records? Select Overwrite if you would like to keep the backup record when conflict occurs; select Do Not Overwrite if you would like to keep the current record. 6. Click Run Now to restore the records as your configuration; or click Cancel to cancel your configurations and go back to the Restore tab. Out of Place Restore To restore a source organization backup to another organization, complete the following steps. 1. In the Restore tab, select the source organization from the organization drop-down menu, and click Next in the Restore Organization area to go to the Restore Organization page. 2. In the Specify which organization you want to restore records to field, select an organization that is different from the current organization in the Which organization do you want to restore to drop-down menu. 3. Select a user mapping profile from the Which user mapping profile do you want to apply dropdown menu. You can click View next to the drop-down menu to view the details of the user mapping profile. You can also click the New User Mapping Profile option in the Which user mapping profile do you want to apply drop-down menu to go to the user mapping page and create a new user mapping profile. For details about user mapping, refer to User Mapping. 4. Configure the date and time you would like to restore to. Refer to the instructions to configure the following fields. 25

26 Restore to Select a date on the calendar to restore records to the backup condition of the date. You can click Latest Backup Date to select the Latest Backup Date. Click OK after you selected the date, or click Cancel to cancel your selection. Backup Finish Time Select the finish time of a backup job from the drop-down menu that you want to use to restore an organization. 5. How would you like to handle conflicts of restoring existing records? Select Overwrite if you would like to keep the backup record when conflict occurs; select Do Not Overwrite if you would like to keep the current record. 6. Click Run Now to restore the records as your configuration; or click Cancel to cancel your configuration and go back to the Restore tab. User Mapping To restore the records or objects in the out of place restore jobs, the involved source users must be mapped to the destination users. Administrators can Create, View, Edit, and Delete the user mapping profiles. Users in other groups can only View the configured user mapping profiles. Creating User Mapping Profiles Complete the following steps to create a user mapping profile: 1. Go to the Settings tab, and click Manage in the User Mapping area to go to the User Mapping page. 2. Click Create Mapping Profile to go to the Create Mapping Profile page. 3. Complete the following steps to create a user mapping profile: a. Select the source organization from the organization drop-down menu. b. In the Profile Name field, enter a name for the user mapping profile. c. In the Description field, enter a description for future reference. d. In the Select a Destination Organization field, select the destination organization for the user mapping profile. e. In the Default Destination User drop-down menu, select a default user to which to map all users that are not configured in the user mapping profile. *Note: The default user must have the Modify All Data permission to the specific objects or objects where the specific records reside. f. In the Mapping List field, click Auto Match to automatically match users that have the same address. You can click the text boxes to modify the source user or destination user, or click Remove to remove the matched users. g. Click Add to match the source users and destination users by entering the usernames in the Source User and Destination User text boxes. 26

27 *Note: A source user can only be mapped to one destination user, but multiple source users can be mapped to the same destination user. *Note: The destination user you are about to add must have at least the same permissions as the matched source user. 4. Click Save to save this user mapping profile; or click Cancel to leave this page without saving any configurations Managing User Mapping Profiles In the User Mapping page, all configured user mapping profiles are displayed. Administrators can perform the following actions on a user mapping profile: *Note: Users in other groups can only View the created user mapping profiles. View Click this button in the action column of a user mapping profile to go to the View page. The detailed information of this user mapping profile is displayed. Edit Click this button in the action column of a user mapping profile to go to the Edit page and edit the profile name, description, selected organization, default user, and mapping list of this user mapping profile. For more detailed information about creating user mapping profiles, refer to Creating User Mapping Profiles. Delete Click this button in the action column of a user mapping profile to delete it. 27

28 Viewing the History, Downloading Reports, and Exporting Data On the History tab, all backup and restore job records are displayed including start time, finish time, type, progress, and status. *Note: The Download Reports action is not available to the user groups that only have the Receive notifications when backup jobs finish or Receive notifications when restore jobs finish permissions. *Note: The Export Data to CSV action is available to the user groups that have the Back up now or Export data to CSV permissions. *Note: The Export Metadata action is available to the user groups that have the Back up now or the Export metadata permissions. For more detailed information about the permissions of exporting reports, downloading backup data to a CSV, and exporting metadata, refer to Appendix A - Permissions. On the History tab, you can change the number of job records displayed per page by selecting a number from the Show rows drop-down menu in the lower right-hand corner. To filter job records, select the job type and status from the corresponding drop-down menu, and click Apply. All job records that meet your criteria are displayed on the History tab. After filtering records, you can take the following actions: Download Report A job report contains the summary of the job information and details about the backup or restore job. Click Download Report in the action column of a job record, and click Save to export the report immediately; select an export location for the Report_Serial_Number.zip, and click Save. Export Data to CSV You can export detailed backup data to.csv files, and the records are categorized and stored into different files according to object types. Click Export Data to CSV in the action column of a job record, and click Save to export the.csv file immediately; select an export location for the Export_Serial_Number.zip, and click Save. Export Metadata You can export metadata into a.zip file. Click Export Metadata in the action column of a job record, and click Save to export the.zip file. Then, select an export location for the metadata_serial_number.zip, and click Save. *Note: Several built-in Salesforce profiles do not have the same name when they are exported. If you create a custom profile with the same name as the exported name of built-in Salesforce profile, the custom profile will overwrite the built-in profile. To avoid overwriting the built-in Salesforce profiles, refer to Appendix C - Exported Profile Names for Built-in Salesforce Profiles before naming a custom profile. 28

29 Monitoring API Usage and User Activities On the Dashboard tab, you can also monitor API usage and user activities. The API Usage chart displays the real-time percentage of the API usage used by DocAve Backup for Salesforce to the Total API Request Limits within 24 hours. The API Usage chart displays the percentages in the last 7 days. To maintain optimum performance and ensure that the Force.com API is available to all Salesforce customers, Salesforce balances transaction loads by imposing Total API Request Limits per 24 hours. When a call exceeds a request limit, an error is returned. The API Usage chart can provide you a convenient way to check the condition of API usage. If a call exceeds the request limit, the backup or restore job will pause. DocAve Backup for Salesforce will keep the progress and enquire Salesforce every 30 minutes. When there is abundant API quota, DocAve Backup for Salesforce will resume the progress to finish the job. The User Activity Report monitors all actions associated with data changes. On the Dashboard tab, the User Activity Report displays the latest five activities of all users and the time of their actions. To access the User Activity Report page to view all user activities, click MORE in the upper-right corner of User Activity Report on the Dashboard tab. If the desired activity records are not in the current page, enter the page number, or click the Previous (<) button and the Next (>) button to turn pages. Click the First ( ) button to go the first page, and click the Last ( ) button to go to the last page. 29

30 Inviting Support For help using DocAve Backup for Salesforce, all users can invite technical support to access their DocAve Backup for Salesforce tenant to help troubleshoot. To do this, complete the following steps: 1. Click Invite Support ( ) at the top-right of the window, and the Invite Support page appears. 2. In the Invite Support page, provide the following information: Services Select the service related to your issue from the drop-down list. Issue Type Choose your type of issue: o General guidance Get general help using DocAve Backup for Salesforce. o Troubleshoot an issue Invite technical support to help you troubleshoot a problem with DocAve Backup for Salesforce. Severity Define the severity of the bug (1=Trivial, 5=Critical) by selecting a level on the scroll bar. Details Enter detailed information about your issue in the text box, such as how often the issue appears, what process the issue affects, and what actions were performed before the issue appears. Attachment If you have a file that will help explain or resolve your issue, click Browse and select your file. Contact Option Choose your preferred method of contact: o Phone Enter your phone number in the text box. o Enter your address in the text box. 3. Click Submit to submit this form; click Cancel to leave this page without saving any configurations. After submitting this form, an account for technical support will be created in your AvePoint Online Services tenant automatically. This account has the permission of Application Administrator for DocAve Backup for Salesforce. 30

31 Submitting Feedback DocAve Backup for Salesforce provides a platform to collect feedback, if you want to report bugs, give suggestions for product features, or provide comments about your DocAve Backup for Salesforce experience. Refer to the following steps to submit feedback: 1. In DocAve Backup for Salesforce, click the submit feedback ( ) button on the upper-right corner. If you would like to be contacted by an AvePoint representative after submitting feedback, select the Would you like to be contacted by an AvePoint representative in regards to your issue? checkbox at the top of the window. 2. Provide feedback in one or all of the three available feedback tabs: Bug Report, Interface Improvement, and Feature Suggestion. Refer to the appropriate section below for further details. Bug Report In the Bug Report tab, provide detailed information about the bug that you want to report: 1. Service Types Select the checkboxes of the service types you were using when you found the bug/error from the drop-down menu. 2. Bug Type Define either the type of the bug is Logic or User Interface. 3. Severity Define the severity of the bug (1=Trivial, 5=Critical) by selecting a level on the scroll bar. 4. Details Enter your own description to tell us the details of the bug (for example, how often the bug appears, what process the bug affects, and what actions were performed before the bug appears). 5. Click Submit to submit your feedback. Interface Improvement In the Interface Improvement tab, you can provide feedback about your experience with the page: 1. Tree and Interface Performance Select your evaluation for the performance of the data tree page. 2. How would you describe the DocAve Backup for Salesforce Interface? Select your evaluation of the DocAve Backup for Salesforce page. 3. Additional Feedback Enter any additional feedback that you want to share with us in the provided text box. 4. Click Submit to submit your feedback. Feature Suggestion In the Feature Suggestion tab, you can provide suggestions on any of our product features. 31

32 1. Service Type Select the checkboxes of the service types you were using when you found the bug/error from the drop-down menu. 2. Your Suggestion Enter your suggestion for the feature in the text box, providing as much detail as possible. 3. Click Submit to submit your feedback. 32

33 Appendix A - Permissions The table below displays the permissions in available in DocAve Backup for Salesforce. Category Permission Definition Backup Back up now The user with this permission can back up the data in the organization at any time, export backup data to a.csv file, export metadata, and download a backup job report. Export data to CSV The user with this permission can export backup data to a.csv file, and download a backup job report. Export metadata The user with this permission can export metadata to a.zip file, and download a backup job report. Receive notifications when backup jobs finish The user with this permission will receive notification s about the finished backup jobs. Restore Restore organization The user with this permission can restore the whole organization including all objects and records, and download a restore job report. Restore objects Restore records Restore fields Receive notifications when restore jobs finish The user with this permission can restore specific objects and download a restore job report. The user with this permission can restore specific records and download a restore job report. The user with this permission can restore values of specific fields and download a restore job report. The user with this permission will receive notification s about the finished backup jobs. Compare Compare objects or metadata The user with this permission can compare the objects or metadata in two different backups, and view the compare results in the Compare Object Results and Compare Metadata Results areas. 33