Admin 201 - Workflow & AppExchange

Describe the concept of a "native" AppExchange package.

A native application is developed entirely on the Salesforce platform - its functionality does not rely on an external system(s).

Describe the different actions that workflow rules and approval processes can perform.

Approval processes and workflow rules share the same bank of actions; these include: Tasks - Create a task record Email Alerts - Send an email Field Updates - Update the value in a field Outbound Messages - Send an outbound message (used for integrations)

The support team would like an email notification sent to the case contact 7 days after case closure providing them instructions on how to reopen the case if they are still having a problem. How can this be accomplished?

By creating a workflow rule, time trigger, and email notification action.

Describe the capabilities of nested workflow rules.

Checking the box "Re-evaluate Workflow Rules after Field Change" in a field update can cause a workflow rule to trigger as a result of a field update. There are limits to the number of a times a workflow rule can be triggered based on another workflow rule (e.g. preventing an infinite loop). Please see the documentation (listed under resources) for the exact limitation.

Describe how to create an approval process diagram.

Click "View Diagram" on your approval process to get a visual process representation.

Describe the capabilities of cross-object workflow field updates.

Cross-object field updates allow the child record (within a master-detail relationship) to update a field on the parent record.

Workflow rules execute based on evaluation criteria and rule criteria.

Evaluation criteria must be one of the following: 1) created 2) created, and every time it's edited 3) created, and any time it's edited to subsequently meet criteria Rule criteria is either determined by field value(s) or formula.

Describe how an approval process is structured and possible outcomes of a record that is submitted for approval.

Every approval process will contain the following elements: Entry Criteria Initial Submissions Actions Approval Steps Final Approval Actions Final Rejection Actions Recall Actions An approval submission can have one of 3 outcomes: 1. Approval 2. Rejection 3. Recall

Describe Force.com Labs AppExchange packages.

Force.com Labs releases AppExchange packages for free that provide new functionality, although the packages are not supported.

Describe how to report on historical approval requests.

In order to report on historical approval requests, you must create a custom report type for the approval request objects. Once you've created the custom report type, you can report on historical approval request data.

Salesforce for Outlook can synchronize tasks, event (calendar), and contacts.Which of the following are common use cases to evaluate the use of an AppExchange package?

Integration Electronic Signature Marketing Automation Data Quality There are a tremendous number of applications available through the AppExchange. In fact, it can be hard to find an area of functionality where an AppExchange package is NOT available. Integration packages are commonly used to connect to another system (e.g. Quickbooks), data quality packages can be used to prevent duplicate record creation and cleanse data, marketing automation can be used to create and nurture leads and contacts in Salesforce, and E-Signature is another common use case as Salesforce does not natively have that capability.

Monitoring the Workflow Queue

Navigate to Setup --> Monitoring --> Time-Based Workflow.

A workflow rule has been created to email the case contact 7 days after case closure. The rule evaluation criteria is "created, and any time it's edited to subsequently meet criteria" and the rule criteria is "Case Status Equals Closed". The following sequence of events occurs: CSR sets Status of case 00001022 to "Closed" on 10/1/2013. CSR sets Status of case 00001022 to "Working" on 10/3/2013. CSR sets Status of case 00001022 to "Closed" on 10/5/2013. Case 00001022 has an associated case contact with a valid email address. When is the case contact sent a case closure email?

On 10/12/2013.

Describe the capabilities of Lightning Process Builder.

Process Builder is a configuration-based tool that greatly extends the capabilities of workflow rules. Use cases for Process Builder include: 1. Consolidating many workflow rules into a single process, which is far simpler to maintain. In complex orgs, this can also be required when the maximum number of workflow rules is reached. 2. Extending the capabilities of workflow (process builder can submit for approval, initiate a Flow, post to Chatter, and perform other actions that workflow cannot). Process Builder is a substantial step forward in the configuration capabilities of Salesforce, and is worthy of exploration.

Describe the capabilities of reusable processes.

Processes can be nested within other processes, which allows for administrators to interchange processes with complex logic that would normally need to be recreated in multiple processes.

Describe the capabilities the Visual Workflow engine (used to build a Salesforce "Flow").

Salesforce Visual Workflow is a configuration-based tool that allows you to build "flows" that guide users through a series of screens for collecting or updating data. One common use case for a Flow is to provide dynamic call scripts to customer service reps. Flows do not reference page layouts; screens within Flows are configured within the Visual Workflow engine (but can reference VisualForce pages). Any wizard-based application is likely a good candidate for using a Flow, ideally avoiding the need for Visualforce or other code-based solutions.

Describe the capabilities of Salesforce for Outlook.

Salesforce for Outlook allows you to sync your Outlook contacts, calendar, and tasks to and/or from Salesforce, add emails sent from Outlook into Salesforce, and more. Salesforce administrators create Outlook configurations, which defines sync behavior, who can use the configuration (named users and profiles), and other capabilities (see screenshot).

Describe when to use each type of automation tool.

Salesforce provides multiple tools to automate your organization's repetitive business processes: Approvals, Process Builder, Workflow, and Visual Workflow. The best automation tool for your needs depends on the type of business process that you're automating. How a record gets approved Example: Managers approve their direct reports' requests for vacation. What to do when a record has certain values Example: Notify the account owner when a related case is escalated. Collecting information from users or customers and then doing something with that information Example: Customer support uses a wizard to step through a call script, and cases are created based on the information that they enter. Make sure to review the table underneath "Automation Tool Features".

Acme Corporation has recently deployed the Sales Cloud for lead and opportunity management, and is looking for a convenient way for their sales reps to access Salesforce.com from their mobile device. Which of the following mobile application would you recommend?

Salesforce1 is the now the standard application for end users to access Salesforce.com from their mobile device. SalesforceA is for administration. Salesforce Mobile Classic can still be used, although it is now considered a legacy form of access and would not typically be used in a new implementation. A mobile web browser should work as well, but the Salesforce1 application experience will be better (push notifications, optimization, etc.).

Describe the capabilities of Salesforce1.

Salesforce1 provides a way to access Salesforce from mobile touch-enabled devices. It can either be accessed via mobile web browser or from an installed application on the mobile device. The system administrator can configure a variety of settings to influence the Salesforce1 user experience. SalesforceA is a mobile application that allows for some Salesforce administrative functions to be performed from a mobile device. Note: Salesforce1 was previously branded Salesforce Touch.

Which of the following applications should a Salesforce administrator use to freeze a user account from their mobile device?

SalesforceA is the administrative application for mobile devices, and can be used to freeze accounts. A mobile browser should work as well, but the recommend approach would be to use the application.

What are some actions that can be performed by a workflow rules?

Send an email Create a task Update the value in a field

Salesforce for Outlook can synchronize which of the following Salesforce records?

Tasks Events Contacts

Describe common reasons that customers install AppExchange packages.

The AppExchange continues to grow in popularity. If you have a need within Salesforce that will require significant development to solve, there's a good chance that there is an AppExchange package to meet that need. Common use cases include: Marketing automation (Marketo, Silverpop, etc.) Data quality (duplicate prevention, address verification, etc.) Connectors (to variety of external systems) Expense management (Concur, etc.)

Describe the AppExchange.

The AppExchange is a marketplace to buy, build, sell, and install applications for Salesforce.com.

Describe the sending email capabilities of Salesforce.com.

The default behavior is for Salesforce to deliver outbound email. This can be a problem for auditing purposes; additionally, mail sent from Salesforce will not appear in a user's "sent items" folder within their email. With the Summer 16 Release, Salesforce adds the ability to send email through Office 365 or Gmail when using the Lightning Experience.

Mary is the Salesforce administrator for her organization. Often times, users within her organization create duplicate lead and contact records. What actions should Mary consider to help mitigate this problem?

There is a "Search Duplicates" button which can be used to merge duplicate leads. It is a best practice to enforce data quality through training - instruct users to search first, create second. There are systematic ways to enforce duplicate prevention as well: -An AppExchange package can be installed to prevent duplicate record creation, and is a common solution. -Data.com now supports duplicate record creation, but may require an additional license. -Apex code can be used to prevent duplicate record creation as well (not listed as an answer, and generally not a best practice).

Time-Dependent Action and Time Trigger Considerations

Time-dependent workflow actions are scheduled to execute at a specified time after the workflow rule itself has executed.

Describe the differences between managed and unmanaged packages.

Unmanaged Package: -Cannot be upgraded -Counts against org-wide limits (e.g. max # of objects and fields) -Can be completely customized (source code can be changed, fields removed, etc.) Managed Package: -Can be upgraded -Does not count against org-wide limits -Can be partially customized (source code is not visible, fields cannot be deleted, but picklist values can be changed)

The VP of sales must approve any opportunity with an amount greater than 100,000 USD before the opportunity stage can reach "Closed/Won". Which of the following components must be configured in order to enforce this process?

Validation Rule(s) Approval Process(es) *A best practice is to add an "Approval Status" picklist field, which is updated at submission and each of the final actions of an approval process. This allows you to write a validation rule that includes an exception for "Approval Status = Approved".

What is Workflow?

Workflow automates the following types of actions based on your organization's processes: bulletTasks—Assign a new task to a user, role, or record owner. bulletEmail Alerts—Send an email to one or more recipients you specify. bulletField Updates—Update the value of a field on a record. bulletOutbound Messages—Send a secure, configurable API message (in XML format) to a designated listener. For example, workflow can: bulletAssign follow-up tasks to a support rep one week after a case is updated. bulletSend sales management an email alert when a sales rep qualifies a large deal. bulletChange the Owner field on a contract three days before it expires. bulletTrigger an outbound API message to an external HR system to initiate the reimbursement process for an approved expense report. Each workflow rule consists of: bulletCriteria that cause the workflow rule to run. bulletImmediate actions that execute when a record matches the criteria. For example, Salesforce can automatically send an email that notifies the account team when a new high-value opportunity is created. bulletTime-dependent actions that queue when a record matches the criteria, and execute according to time triggers. For example, Salesforce can automatically send an email reminder to the account team if a high-value opportunity is still open ten days before the close date.