Salesforce admin pt. 2

What are the six true attributes of data quality?

1. Age 2. Completeness 3 Accuracy 4. Consistency 5. Duplication 6. Usage

What is the general set up process for Service Cloud?

1. Automate case management (where are the cases going to? what is the flow?) 2. Add multiple channels (engage with your customers; sync you social media accounts so you can respond quicker) 3. Capture knowledge (store all helpful info in a knowledge base so that its easy for support agents or customers) 4. Expand efficiencies with AI (streamline more tasks and predict service before its needed)

What are digital engagement options (channels) for Service Set Up?

1. Call Center and Open CTI - boost phone productivity by storing SF data for customer calls 2. Self Service Communities - Create customer communities so that they are able to find answers and log cases on their own 3. Social Customer Service - Help support agents respond to "cases" via social media 4. Chat and Embedded Service - help agents chat in real time w/ customers 5. Snap ins for Mobile and SOS - Add a service to mobile apps so customers can get help from different devices 6. Messaging - SMS or Facebook messenger 7. Field service - support onset visits with mobile solutions like van inventory, job schedules, etc.

How do you create a campaign hierarchy?

1. Create the parent campaign. 2. Create the child campaign and enter the parent campaign name in the Parent Campaign field.

Service cloud has 2 ways to turn emails into cases:

1. Downloadable email agent that keeps all email traffic within networks firewall 2. One that doesn't.

Name the 10 ways I can work use Sf to increase sales productivity

1. High Velocity Sales (make sure you enable and set up through permission sets) 2. Sales cadences (outreach strategies) 3. Integrate Microsoft or Google apps (Teams) 4. Link emails to SF records 5. Add email in Salesforce 6. Lightning dialer (calls) 7. Notes 8. News (relevant articles) 9. Social media channels 10. Salesforce to Salesforce

What are the benefits of adding Inbox features to your integration w/ Microsoft Outlook?

1. Insert open time slots from there calendar to an email message to schedule meetings. Suggested times update as rep's availability changes. 2. Capture customer email interactions. Identify whether an email was opened or clicked on 3. Create shortcuts for phrases they use frequently 4. Draft emails when customer is most likely online. You can schedule when customers receive an email.

What are some factors that determine poor data quality?

1. Missing records 2. Duplicate records 3. No data standards 4. Incomplete records 5. Stale data

List ways to measure data quality:

1. Run reports (this can explain your data pitfalls like blank fields, duplicates, etc.)

Describe the types of flow elements

1. Screen elements: display data to your users to collect information. For example, ask the customer what their name is and how old they are. 2. Logic: how does your flow, flow. control the flow by creating branches, updating, or looping over data sets. 3. Actions: Do something in SF when you have the necessary information. For example, look up, create, update or delete SF records. Also, create Chatter posts, submit records for approval, and send emails. 4. Integrations: connect your flow to an external database by using core actions or apex actions. Core actions let you make requests without going through a SF server.

What types of flows can you create?

1. Screen flows - guides users through a business process that is launched from Lightning pages, communities, quick actions and more Background flows like: 2. Schedule triggered flow: launches at specific frequency ad times 3. Autolaunched flow (no trigger): launches when invoked by Apex, processes, Api, and more. 4. Record-trigerred flow: launches when a record is created, updated, or deleted 5. Platform event-triggered flow: launches when a platform event message is received

What are the some components of Service Cloud?

1. Service console - think a help desk. It personalizes a view of each customer and their case 2. Case management - unifies all case information so anyone can assist 3. Channels and Digital Engagement - quickly respond to cases regardless of the platform 4. Automatic workflows - tracks and reroutes info based on required processes 5. Knowledge base - find articles related to service enhancement 6. Instant metric - info about cases to help gauge productivity (i.e. response times)

What are the 5 steps I need to know for CRM content?

1. Set up CRM by enabling libraries in org and setting up permissions 2. Customize CRM content (fields, validation rules, other default settings) 3. Customize content fields 4. Libraries 5. Content settings

Name the components of Service Console

1. Split views 2. Related record and list components (i.e. contacts) 3. Highlights panel 4. Compact case feed 5. Knowledge component 6. Preconfigured utility bar

Inaccurate or incomplete data can lead to

1. Stalled productivity (~20% down) 2. Revenue loss (~12%) 3. Failed business initiatives (~40%)

What are questions to ask myself when planning to set up web/email channels for case management?

1. What is the max size email attachments support 2. Should outgoing emails go through SF or through an email server? 3. Do customer service reps use email templates w/ branding requirements? 4. Can we add code to our customer website to display a web form? 5. Do we need to create any custom case fields to capture info for the web form?

How does duplication of work causes problems:

1. task switching takes them out of sales mode into tools management mode 2. increased potential for data errors

What is the most common number of levels in a campaign hierarchy?

3

Escalation Rules

A case management feature that allows you to automatically escalate cases to the right people if criteria is met

Queues

A case management feature that allows you to automatically prioritize team's workload by creating lists from which agents can jump in to solve certain types of cases

Auto-response rules

A case management feature that automatically send personalized email responses to customers base on case details

Assignment Rules

A case management tool that allows you to automatically assign incoming cases to specific agents so that the right people work on the right cases

What is a dependent pick list?

A dependent pick list helps users enter accurate and consistent data. A dependent picklist is a custom or multi-select picklist for which the valid values depend on the value of another field, called the controlling field. Controlling fields can be any picklist (with at least one and fewer than 300 values) or checkbox field on the same record. (i.e. Zip code could depend on a county field)

High velocity sales

A feature of Sales Productivity. This app (also tab in Sales app) helps accelerate your inside sales process with a high-productivity workspace.

Define a flow and list its key components

A flow is a type of automation process available in SF. You create a flow through the Lightning Flow product and its tools, Flow and Flow builder. Key components are: elements (like screen, action, logic and integrations),

Define what a flow variable is:

A flow variable is a placeholder for a value you don't know yet. Every flow resource is a placeholder but variables are the only resource that can change during the flow

Where can a user post on chatter?

A person's profile A public group A private or unlisted group A record detail on a page. Remember mentioning users depends on that user's record access

How do I define a product schedule?

A projection of recurring future revenue from a Productassociated with an Opportunity in Salesforce. This is associated with the Product that is on the Opportunity rather than directly with the Opportunity itself.

Communities

A self-service web forum for customers

Service Console

A single screen that shows you a view of each customer and where they're at in the support process. When you view a case in the service console, you can zoom in and out to view details. This is where all the features of Service Cloud Essentials come together. It gives the agents a workspace that is easily manageable. It has a 3 panel layout to help them respond to cases. Each case has relevant and related case, customer details displayed. It displays a case feed and utility bar (tools shortcut).

What is a support process and how do I complete one?

A support process is an implemented flow that helps meet business need. For example, you can create two distinct processes for logging customer support. One for billing cases, one for product cases. You create one through Set Up --> Support Process

What is quick text?

A tool that creates predefined messages fro support agents, like greetings.

Define the key components used to create a process (Process Builder)

A trigger (when should it run), a criterion node (when to execute actions), and an action (what should happen)

What methods can you use to add members to campaigns?

Add leads, contacts, or person individually through their record detail page Add members, leads through manage campaign members button (related list) Add contacts from an account by clicking add contacts in the campaign members related list Add members from the lead, contact, or person account list view Add members from lead or contact report results Import or add leads, contacts, persons through Data Wizard

What are Salesforce campaign?

An object that can help track marketing initiatives in detail. Including, ads, emails, events (demos, conferences). You can use this object to figure out how many leads are generating and how much pipeline they're building.

Where do I go to edit an app? For example, change the app details or add a new image?

App Manager in Set Up

What automation tool is best for approval? For example, determining how a record, request gets approved.

Approvals

Which declarative tool would you use for the following use case? When an opportunity's discount is higher than 40%, notify the CEO via email and request sign-off. Provide a way for the CEO to leave comments

Approvals

How many campaign member statuses can count as a member response?

As many as you need

What tool should I use to manage cases that need to be redirected to agents with a specific skill set?

Assignment rules

What are assignment rules?

Assignment rules define conditions that determine how leads or cases are processed. If you have a queue set up, you can go to Case Assignment Rules and create a new rule entry. For example, all billing cases go to Billing Support Agents.

What tool should I use to automatically let customers know we received their issue?

Auto-response rules

Use Flow Builder when:

Automate a guided visual experience. Add more functionality for a behind-the-scenes process than is available in Process Builder. Use Flow Builder to build the more complex functionality. Then call the resulting flow from the process. Start a behind-the-scenes business process when a user clicks something, like a button.

What do approval processes do?

Automate how SF records are approved in your org. What steps are necessary for a record to be approved and what actions need to be taken during the process.

What are escalation rules?

Automatically escalates a case when it meets the criteria you choose.

What are SF libraries and what do they do?

Based on your permissions, users can be added as members to a library. Their profile/permission set determines what exactly they're able to do. Libraries are different than folders. For example, a Library can be a department and contain all files relevant to that department. People in that department can be given access and search up key words/tags to generate relevant info.

The schedule export option (data export wizard) can:

Be done weekly or monthly

How is price books like a catalog?

Because you can create different price books for different reasons. For example, if you're my friend, I can select a product from Friends and Family price books and give you a discounted price.

Why is it important to limit yourself and your org to one set of campaign member statuses for each type of campaign?

Because you need reporting consistency.

What type of chatter group only allows group owners and managers to create new posts?

Broadcast

You've been asked to automatically create renewal opportunities when an opportunity is Closed Won. The renewal should be a clone of the original opportunity including the products associated with them. What do I use to automate this process?

Build a flow that clones the opportunity and clones its products and associates them together. Then, build a process that calls the flow when the opportunity is closed/won.

How do I edit tab visibility?

By going to a user profile.

What format does a file need to be in to import data to SF?

CSV

What can I add to a sales cadence?

Call scripts and email templates (streamline) Prospects (leads, contacts, person accounts) Target assignees (CSR reps)

Features in Service Cloud Essentials include:

Cases, Case feeds, console, macros, lightning app builder, reports

To get to Lightning Service Set up you need to

Click gear icon and then Service Setup

For which use case is ti appropriate to combine a process and a flow?

Clone a record and its children Delete a related record

What do I do when process builder isn't enough?

Combine work flow with process builder.

How is data used to support business objectives?

Companies rely on data to support their business practices and efficiencies. For example, Advertise new sales --> customer data Sales department needs to make business profits --> track leads, convert leads, track opportunity stages

Service Cloud Essentials has guided tutorials to help you set up:

Connect and setup support channels, including email, phone, web chat, and social media accounts. Customize your case view to meet your company's particular service needs. Setup macros so your team isn't reinventing the service wheel for every customer issue. Establish multichannel support through one console.

Multichannel Support

Connect your email and social media channels so that you're available everywhere

Identify the four content permissions

Content Fields—Create, edit, or delete custom content fields. Custom fields allow users to categorize and define content during the publishing process. Validation Rules—Create, edit, or delete validation rules. Validation rules verify that the data a user enters when publishing content meets the standards you specify before the user can save the content. Library Permissions—Create, edit, or delete library permissions. A library permission determines user privileges within a library. Settings—Modify Salesforce CRM Content default settings for multi-language support, PDF downloads, content pack creation, or the enhanced document viewer.

What can you do with process builder and flow builder?

Create a guided tutorial or wizard with screens (flow) Set up automated tasks and processes (both) Connect to external systems (both) Add automation to your pages and apps Reuse what you build (a flow can be a sub flow, a process can be used in other processes)

There's an object already available that I can use to serve my business need but it doesn't fit my use case 100%. I need it to show more information than normal. What can I do? I.e. I want to use event object to track Property Showings but I need to enter extra info about these events, like related property and buyer's feedback.

Create a new page layout and record type.

List some things you can do w/ process builder:

Create records. Update the record that started the process or any related record. Submit that record for approval. Update one or more related records. Send emails using a specified email template. Post to a Chatter feed.

Salesforce has a lot of customization options. What are some ways I can modify my data model?

Customize fields Create pick lists and field dependencies Create support processes Customize pick list values Create record types and layouts

List ways of using Salesforce to implement a data management plan:

Customize your Salesforce so that it supports your data management plan. 1. Make fields required 2. Insert validation rules 3. Insert workflow rules (i.e. automate standard internal procedures and processes) 4. Page layouts 5. Dashboards (better than a folder of reports) 6. Use data enrichment tools (see app exchange) 7. Duplicate management (there are built in tools to help w/ this) 8. Custom field types

What are the two methods for importing data?

Data Import Wizard - this tool, accessible through the Setup menu, lets you import data in common standard objects, such as contacts, leads, accounts, as well as data in custom objects. It can import up to 50,000 records at a time Data loader - this is a client application that can import up to five million records at a time, of any data type, either from files or a database connection

What is entitlement management?

Define, enforce, and track service agreements and service contracts as part of an overall support management process. Located in Service Set Up

What happens when you import data that doesn't match existing pick list values?

Depends on your pick list settings. If it's unrestricted, it will use the new value if it's restricted, then it will just choose the pick list's default value.

Who can be added to campaigns?

Each campaign can add leads, contacts, or person accounts as campaign members.

What is price books and how does it work with products?

Each product has a standard price. When you create products in Salesforce, you add a standard price to each one. Then those products appear in the standard price book, accessible from each product or from the App Launcher. If you have a product w/ varying prices, you can set up another price book.

What is the process of creating and using quotes?

Enable quotes by going to Set Up --> selecting Quote Settings. You will determine which layout you want this to show on. When a sales rep has an opportunity, they can create a quote on the opportunity page and if it goes somewhere, they can sync the line items in his quote and products in his opportunity. Or, they can use a template and export as PDF to send to customers.

Where can you view a chatter group's engagement analytics?

Engagement tab

What tool should I use to escalate cases that are not solved in a specific time?

Escalation rules

Inside a loop, you should avoid:

Executing actions, like crating or updating records

How can sales reps create contracts and relate them to accounts and opportunities?

Fill in related accounts when you are creating a contract. To relate it to an opportunity, you need to select your opp record, then click details, then select the contract you want.

How do I customize what apps display in my application?

First you need to create a custom tab. Set up --> Tabs --> New Then, add tab to your app Set up --> App Manager --> Edit

Which tool would you use for the following use case? Guide customers through the process of troubleshooting issues with your product.

Flow Builder

What do I need to use to add a flow to a screen, like homepage or app?

Flow Builder (search this through set up)

What automation tool is best for guided visual experiences? For example, business processes that need input from users, whether they're employees or customers.

Flow builder

Web-to-case

Generates HTLM to send to your web developer Lets customers submit cases to your team from a website form Support case fields you choose Can generate up to 5k per day

Types of Quick Actions

Global (allows users to create new records but it doesn't have a relationship with other records. they can be put anywhere actions are supported; these are things you want to do quickly but not necessarily completely) and object specific (create or update records in the context of a particular object)

I will not be able to search Currency Management or ACM if what is not enabled? How do I set it up?

Go to company information, select edit, and then enable multiple currencies.

Explain how to find out-of-the-box campaign reports:

Go to reports and you can select a variety of report types. You can choose campaign reports w/ related relationships (i.e. campaign and contacts, campaign and opportunities) to zero in on how a campaign generated other avenues of prosperity.

How do you customize content fields?

Go to set up and then go to object manager then select content

How do I create field dependencies?

Go to the Object Manager, select object, and then select fields and relationships, and then " Set Field Dependencies"

Walk me through two to create a new list?

Go to the object, select gear icon, create new list, add filters (if needed), and edit display fields (if needed)

What does the Outlook integration feature do?

Helps you see and relate relevant SF content Access SF features in Outlook

How do I use default values?

If you do not map the field in the import wizard, the default value for the field is automatically inserted

What are the resources available in Flow Builder?

In flows, resources are placeholders similar to merge fields in an email template or a formula. Let's say you start an email with Hi, {!$User.FirstName}. {!$User.FirstName} as a placeholder, so when the email is sent, it displays the actual first name of the user. In each step of the flow (the elements added to the canvas), you can reference flow resources instead of manually entering values. You have different resources: 1. Constant - a fixed value (i.e. tax rate) 2. Choice, Picklist Choice Set, or Record Choice Set: an option in a screen component. A choice set can generate options with filtered records and pick list field values. 3. Variables: a placeholder for a value you don't know yet. this can change during the flow. Variables come in four types: variable (single value), collection variable (multiple values of same data type), record variable (a set of values for a single record), record collection variable (a set of field values for multiple records).

Where can you find built-in campaign reports?

In the campaigns folder in the Reports tab

What are the three steps to get my Outlook fully ingregrated and customized?

Integrate Outlook, Assign Permission Sets w/ or w/o Einstein Activity Capture, and then select Inbox standard permissions, then manage/add assignments

Work with Salesforce from Microsoft® or Google Applications. How?

Integration! You know you spend tons of time working prospects from your email and scheduling appointments from your calendar. After Salesforce admins set up these integration products, you can get your Salesforce work done directly from your Microsoft or Google applications like Microsoft Outlook®, Gmail™, or Google Calendar™.

How is the permission set Manage SF CRM Content different than others?

It gives the user free range to create, edit, or delete any CRM content. Other permission sets are more specific (i.e. create libraries or create content only).

If I delete a sales cadence, what happens?

It is deleted and cannot be reported on again. It is best to leave a cadence and just stop adding prospects so it remains inactive but performance/influence can still be reported on.

What is the function of the case feed?

It provides the most relevant details of a particular service case

How do quote templates help sales reps prepare quotes for customers?

It streamlines the quote process by standardizing the process. You can define the look of your company's quote PDFs by creating templates they can choose from when they create quote PDFs for customers.

Why set up Einstein Activity Capture, not just integrate Outlook?

It syncs contacts and events It captures activity (what emails were sent to what related record) It tracks insights, activity dashboards, provides activity metrics, and recommends connections.

What is Service Set Up?

It's like a dashboard for all things service. You can setup an email, add social media channels so you can turn customer issues into cases, customize case status, add users, view performance, and so forth.

What can you change for mobile navigation:

Items in the Mobile Only navigation menu The items in the navigation menu of a Lightning app

Lightning administrators can do what with record types:

Library administrators can choose which record types are available in a library. They can also set the default record type for publishing content to the library.

list the tools included in Lightning Flow

Lightning Flow (the product) contains two tools: Process Builder and Flow Builder Use Process Builder to make processes; use Flow Builder to make flows.

Define the 3 types of flow terms:

Lightning flow product includes a couple of flows tools. 1. Lightning Flow - the product that encompasses building, managing, and running flows and processes 2. Flow Builder - a point-and-click tool for building flows 3. Flow - an application that automates a business process by collecting data and doing something in your SF order or external system

Help Center

Like a self service site. It helps your customers figure out answers on their own. Use templates so that you're able to create a branded experience.

What is omni-channel?

Located in Service Set up. This tool helps manage support agents' priorities and their capacity to take on work items so that they're given only the number of assignments that they can handle. Route all assignments to the correct agents so that they no longer have to choose work assignments manually from a queue.

Bad data is consistently linked with:

Lost revenue Missing or inaccurate insights Wasted time and resources Inefficiency Slow info retrieval Poor customer service Reputational damage Decreased adoption by reps

What is Macros tool?

Macro Settings (located in Service Set Up) helps agents automatically complete repetitive tasks on cases such as selecting email templates.

What is metadata?

Metadata is a set of definitions that describe your particular Salesforce org. For example, how your data is displayed.

What are the two navigation experiences in mobile?

Mobile only app (a default set of navigation items that are customized through set up --> Salesforce Navigation) Lightning App (like desktop, users can select lighting apps through the launcher)

Identify the data standards defined in a typical management plan:

Naming standards Formatting standards Workflow processes (determine all the stages a record should go through during its life cycle) Quality standards (i..e age, completeness, usage, accuracy, consistency, duplicates) Roles and ownership (who owns, who is accountable, who needs to know when changes are made) Security and permissions (determine the appropriate levels of privacy for data) Monitoring (outline a process for ensuring quality of data. How many checks or updates are needed)

Are email clients required to use Einstein Activity Capture?

No

Is Service Console the same thing as Service Set Up?

No, Service Console is an app that allows you to meet customer management needs. But you can edit service console through Service Set Up.

Can global actions update a record?

No. Only object specific actions can do that

Can formula fields accept imported data?

Nope, they are read only.

Clarify the difference between global and object specific actions.

Object-specific actions can update records. Object-specific actions can create records that are automatically associated with related information. For example, a user could initiate an action that simultaneously creates a contact and associates it with an account. To expose object-specific actions in the mobile app, you don't add them to the global publisher layout. Instead, you make them available to users by editing the object's page layout.

What's one email application that the Outlook integration supports?

Outlook

What is the purpose of feed tracking?

Pages have a lot of information. Sometimes it is helpful to get notified when a field value changes. With feed tracking, you can select which record fields to follow and get notifications (chatter posts, emails) when it changes.

How can I give users access to Einstein Activity Capture?

Permission sets

What are the typical elements of a Chatter publisher:

Post tab Poll tab Question tab Font styles List styles Inline image Inline hyperlink Mention action Add file Link to record (records you've recently viewed) Basically, all functions available in email.

What are key benefits of the lightning service console?

Preconfigured pages and productivity tools

Which declarative tool would you use for the following use case? When the Annual Revenue field exceeds $500,000 on an account, automatically update the Customer Priority field to High.

Process builder

What automation tool is best for behind-the-scenes automation? For example, a process that does not require input from the user and has all info available on SF.

Process builder Flow builder Apex

When is process builder not enough?

Process builder cannot: post to a community feed, submit a related record for approval, delete records, create a bunch of records and associate them with each other, perform complex logic

Chatter groups:

Public groups - visible to all employees Private groups - members only Unlisted groups - invitation only and don't appear in list views or search results. Making an unlisted group gives you a way to set up a private space for discussing sensitive material with a specific audience. For example, imagine that you want a place to discuss potential deals, compensation, or individual performance. Broadcast only - groups for making announcements. only owner and manager can post to it but group members can comment on posts.

To add inbox features to outlook integration, you need to:

Purchase an inbox license and assign permission sets to users

What tool should I use to manage cases for a group of agents that work as a team on specific issues?

Queues

What are three features you can use to customize the mobile app?

Quick actions Compact layouts Mobile navigation for Lightning Apps and Mobile Only app

List the types of processes that you can build in Process Builder.

Record change Invocable (called by another process) Platform event (a platform event message is received)

How can you use campaign member statuses to track responses?

SF can automatically track which members responded to your campaign. So, you should click the Responded button next to each status value you want to track.

What do I use to create a sales cadence?

Sales Cadence Builder

What happens when importing data into field validated fields?

Salesforce runs validation rules on records before they are imported. If they fail validation, they are not imported. Ex: if my validation rule states dates should be MM-DD-YYYY and the spreadsheet has it as MM-YY, it will not bee imported.

What's true about the Outlook integration?

Search for SF records in Outlook

To update a customer case with a comment in Service Cloud, you:

Select a case from the Cases tab and share a post

On-Demand Email-to-Case:

Sends email traffic outside your network firewall

How do I import multiple values in a multi-select pick list field?

Separate values by a semicolon

How do I create a queue?

Service Set Up

Where is case management automation done?

Service Set Up (i.e. assignment, escalation, auto response rules)

Case Management and service cloud seem to be super similar. Whats the difference?

Service cloud does all the case management with automation tools. It is easier and faster to use

What are two key benefits of Lightning Service Setup?

Service metrics (performance component) and set up flows (guided flows on how to set up email and other processes)

How do I create a new tab?

Set up --> tabs

What is the difference between Set Up and Service Set Up?

Set up is where you connect uses to your service center (i.e. case management). Set up is your one stop shop for managing your organization

What impacts the visibility of record changes in Chatter feeds?

Sharing rules Field-level security

Why set up an email channel?

So emails can get forwarded to case. Easy automation!

Why do you need to distribute your flow?

So the right users can see it. You can add it where you want it to make processes easier. i.e. Quick screen flow so users can quickly add users = screen flow on homepage called "Quick Account"

Why is it important to use statuses in campaigns?

So you can track how each member is progressing through the campaign.

CRM content

Store, share, and manage your files in content libraries. Organize, share, search, and manage content within your organization and across key areas of Salesforce. Content includes all file types, from traditional business documents such as Microsoft® PowerPoint presentations to audio files, video files, Web pages, and Google® docs. Rather than keep files in folders that make content difficult to find, Salesforce CRM Content stores files in fully searchable file repositories known as libraries. Administrators can create multiple libraries based on any classification, such as department name, job function, or team, then configure user permissions within the library to balance content access with security. Authors assign descriptive labels called tags to help classify and organize content across libraries. You can view a list of all content that belongs to a particular tag or filter search results based on a tag or tags. Salesforce CRM Content also provides private libraries, which allow users to reduce the clutter on their desktops while using content-management benefits such as document search and version control. It's like a cloud, tag based OneDrive.

How can I see the Einstein Activity Capture Feature? What can I do with it?

Sync contacts and events See emails and events on related SF records (when reps send/recieve emails, EAC automatically adds them to activity timeline of related record) Get critical sales context alongside relevant emails

Good data lets your company:

Target new customers Identify cross-sell opportunities Gain account insights Increase efficiency Retrieve the right info fast Build trust w/ customers Increase adoption by reps Plan and align terrorizes better Score and route leads faster

What info can you see with a campaign hierarchy?

The # of responses in the hierarchy

Lightning App Builder

The Lightning App Builder is a point-and-click tool that makes it easy to customize your service console and give your whole team the information it needs, all in one place.

What are quick actions in SF mobile?

They are: - custom tailored actins to your own business use cases - each action has its own unique page layout so you can limit fields to just the ones mobile users truly need - You can repopulate fields on the page layout to save mobile users some time

What is a web form service?

This is a tool that allows you to upload online forms to your website so that case fields are filled out and automatically created into cases.

What is utilities tool?

This tool gives support agents quick access to productivity tools like notes, history, and more.

Describe a common business practice that can be automated through approval processes?

Time off requests

What can you do with campaigns?

Track the status, details, and performance of all your marketing initiatives. You can group your marketing programs into hierarchies for greater visibility into the results of a large group of campaigns.

How do I import data into a checkbox field?

Use 1 for checked, 0 for unchecked

What is one way to use chatter efficiently for projects and collaboration?

Use Groups. This space allows participants to exchange info efficiently.

Whats a great way to manage libraries so that the information is organized and easily searchable?

Use tags. Use tagging rules to ground tags - open tagging (use any tag you want) -guided tagging (use any tag you want but you can also select from recommended tags) -restricted tagging (only choose from selected tags)

What can you do with chatter?

Use the publisher to write a post, ask a question, and create a poll. You can also make other actions available to your users through Setup.

How do you create contracts?

When a customer decides which products or services to buy, your rep delivers a contract that documents the prices and terms both parties agree to. To Set Up contracts, you need to go to Object Manager and select Opportunity object and click Contract. The select field level security to make it visible for who you want. This makes sure they have access to the info. Now, make sure this related list is in page layout. Go to View Field Accessibility and make it visible in page layouts.

When you activate an assignment or escalation rule, what happens?

When you activate an assignment, auto response, or escalation rule, it disables any other assignment rules in your organization, so make sure that your active rule includes all of the assignment entries that your support team needs.

Why integrate Outlook into Salesforce?

When you integrate Outlook and Salesforce, you help your reps spend less time entering data and switching between the two applications. You also help sales teams track important email conversations relevant to Salesforce records. These perks help your reps: Eliminate the time they spend on redundant data entry into two applications. Access important Outlook email messages and relevant Salesforce records in one place, making it easier to craft targeted, meaningful email communications to prospects and customers. Focus more on what matters most: their sales!

Sales Cadence

With sales cadences, inside sales reps can work through their prospects at top speed. Inside sales managers use Sales Cadence Builder to create consistent, scheduled cadences of outreach activities to help reps nurture their prospects with maximum efficiency. A sales cadence can include activities like sending emails, making calls, arranging meetings, and sending text messages. Sales managers and reps can add leads, contacts, and person accounts to each sales cadence. Sales reps act on the cadence activities from a prioritized work queue that shows them at a glance which prospects are ready for each outreach.

What can reps do with inbox features?

Write an email at 8 pm and schedule for a later time

Can a criterion be a formula in process builder?

Yep it just have to resolve to true or false

Can you relate a product to an opportunity?

Yep! Price can be a related list on the Opportunity object. Add product directly onto record.

Can I add an action to a group page?

Yep, group pages are just like any other page, they just vary on visibility. To edit a page layout, go to set up and edit group layouts.

Global actions are not available in the Salesforce Mobile app until...

You add it to the global publisher layout (same for desktop)

How do I create a chatter group?

You can create a group through the Groups tab.

What is the purpose of record types in campaign work?

You can create customized campaign records for each type of campaign. For example, one record type could be emails, another demo events. The purpose of this is to track different details for different kinds of campaigns.

How can I use Chatter to approve posts?

You can enable approval requests in chatter and create an approval template and process. This way, when a record is created, it goes through the proper channels and standardized process to be approved. Ex: When someone other than Melody creates an account, I am notified and I receive a chatter feed and email approval request.

Chatter email notifications

You can get email notifications for any chatter activity

What is an advantage of setting up a campaign hierarchy?

You can see responses of grouped together campaigns at a high level. You can see overall results, not just the result of an individual campaign. Or top level could be the rollup of all marketing efforts, second could be big initiatives, and third could be individual marketing programs.

What is data quality analysis dashboard's app? Explain how to interpret dashboards?

You can use AppExchange to find useful packages for assessing your data. One helpful package is the Data Quality Analysis Dashboard App. It creates reports for you to understand the quality of each of your object data.

How can I set up a price book?

You go to App Launcher and select Price Books.

How do I enable feed tracking?

You go to Set Up and search Feed Tracking. There, you can customize it by object. You can have up to 20 fields per object to track.

How do you set up quote templates?

You go to Templates and select Quote Templates. You can modify which fields display and which don't. For example, one template can have TAX ID field while another doesn't. Or a template that includes Sales tax.

How do I create a chatter group?

You go to the app launcher and select groups.

Use Apex when:

You need more functionality than is available in Process Builder or Flow Builder.

Use data loader when:

You need to load 50,000 to five million records. You need to load into an object that is not supported by the Data Import Wizard. You want to schedule regular data loads, such as nightly imports.

Cases and Case Feed

Your cases are displayed in a feed and it shows you everything that is happening with a particular support case. It's all info at a glance to help you move forward. It shows you a timeline for a case's history and contains info on resolving cases.

A record variable can store:

a set of values for a single record

What standard objects are available in Data Import Wizard?

accounts, contacts, leads, solutions, campaign members, and person accounts

What is Service Cloud?

an easy-to-use customer service application that can help you provide and track excellent service. It keeps your customers happy and your support team sane, whether your customers reach out to you by email, phone, social media, or other channels from desktops, mobile devices, or apps.

With assignment rules, I can:

assign incoming cases to one person, groups of people, or queues

Out of the box console features for Service Cloud Essentials include:

case details, utility bar, and case feed

Use cases

common tasks and/or scenarios. You can translate use cases into customizations.

What are the two main methods for exporting data?

data export service - an in-browser service, accessible through the Setup menu. It allows you to export data manually once every 7 days (for weekly export) or 29 days (for monthly export). You can also export data automatically at weekly or monthly intervals. Weekly exports are available in Enterprise, Performance, and Unlimited Editions data loader - a client application that you must install separately. it can be operated through the user interface or command line.

When in doubt, you should configure a variable so that it's:

for input only. This means the value should not be available outside the flow

Macros and Productivity Tools

lets your team set up common responses so they don't have to reinvent the service wheel every time a customer has a problem

One of the many useful things about case assignment and auto response rules is that you can determine how many cases are assigned based on fields from:

records other than cases For example, you can choose case assignment based on fields from Accounts.

What happens when a user first requests approval/an approval process is triggered?

the record is locked so that the process can occur

Describe the categories of information available in campaign reports:

who campaigns are targeting, who has responded to each campaign, and how much revenue they're generating.

Use Process Builder when:

you need to start a behind-the-scenes business process automatically. Processes can start when: A record is created A record is updated A platform event occurs