Definition
Custom Links is a user-defined extension of the Salesforce platform that administrators or developers create to meet specific business requirements not addressed by standard functionality. It allows organizations to tailor Salesforce to their unique processes and data needs.
Real-World Example
Consider a scenario where an admin at Redwood Financial is working with Custom Links to ensure the Salesforce org runs smoothly and securely. They configure Custom Links during a scheduled maintenance window, test it in a sandbox first, and then deploy to production. The result is tighter security and a more streamlined experience for all 200 users in the org.
Why Custom Links Matters
Custom Links (also called Custom Buttons and Links) in Salesforce are administrator-defined hyperlinks that can be added to page layouts, list views, and record detail pages. They can navigate users to external URLs, execute JavaScript (in Salesforce Classic), or open Visualforce pages. What makes them powerful is their ability to include merge fields that dynamically insert record data into the URL — for example, passing an Account's name and ID to an external system's search page. Custom Links bridge the gap between Salesforce and external tools, giving users one-click access to related resources without manually copying and pasting information between systems.
As organizations integrate Salesforce with an increasing number of external tools — ERP systems, mapping services, compliance databases, social media platforms — Custom Links provide the simplest integration pattern for read-only lookups. They require no code, no API integration, and no middleware; they simply construct a URL with dynamic data and open it. This makes them ideal for quick wins during implementation and for connecting to systems where a full integration is not justified. However, organizations should be mindful of security — Custom Links that pass sensitive data in URL parameters expose that data in browser history and server logs. For Lightning Experience, Custom Links should use the 'URL' type rather than JavaScript, since Lightning does not support JavaScript buttons.
How Organizations Use Custom Links
- Redwood Financial — Redwood Financial created a Custom Link on the Account page layout that opens Google Maps with the Account's billing address pre-populated. Advisors use this before client visits to get directions and scope out nearby restaurants for client lunches. The link dynamically constructs the URL using the Account's BillingStreet, BillingCity, and BillingState merge fields, saving advisors 30 seconds of copy-pasting per lookup.
- Forge Manufacturing — Forge Manufacturing added a Custom Link on their Product object that opens the manufacturer's warranty lookup portal with the product serial number pre-filled. Service agents click the link during support calls to instantly verify warranty status in the external system without asking the customer to wait while they navigate there manually. This reduced warranty verification time from 2 minutes to 5 seconds per call.
- Cascade Legal Group — Cascade Legal Group built a Custom Link on the Contact record that opens their external conflict-of-interest checking system with the Contact's name and company pre-populated. Before onboarding any new client, attorneys click this link to run a conflict check. The one-click access improved compliance with the firm's mandatory conflict checking policy from 78% to 99%.