Sales Cloud Solution Design Part 1

Sending an automatic email based on Opportunity Stage / Status.

A Visualforce email template would be required to access the details pertaining to related opportunity products. An HTML or text email template on the Opportunity object will not have access to Opportunity Product fields. One can use merge fields while creating an HTML email template, but these fields pull information from a particular object, such as Opportunity or Opportunity Line Item. It is not possible to pull information from related records, such as opportunity line items related to a particular opportunity. Although a trigger could work, it would be preferable to use configuration options as much as possible, and use a workflow rule and email alert. The email alert can use a Visualforce email template that can access the 'Opportunity Product' details.

Territory Hierarchy in Enterprise Territory Management

A territory hierarchy can be based on any common characteristic such as Account size, region, or strategic Accounts. 'Tree View' or 'Sort List View' can be used to view the territory hierarchy. -Users can be part of multiple territories -Territories can be created, edited, and deleted from the territory hierarchy -Accounts are visible to users in territories to which the Accounts are assigned and those above them in the territory hierarchy.

When an opportunity is set to Negotiation/Review or Closed Won, only a Sales Manager or the Salesforce administrator should be able to edit the opportunity. How can this requirement be fulfilled?

A validation rule can enfore that no field changes are allowed based on the sales stage and the user profile.

Lead Conversion Process

After leads are converted, they are no longer visible or editable as Leads, but can be viewed in Lead reports. The user can choose to relate the Contact created from the Lead to an existing Account or create a new Account. By default an opportunity is created when a lead is converted, unless the "Do not create a new opportunity upon conversion" checkbox is checked.

What features can help achieve the ability for a sales manager to review and approve discount percentages offered by each sales rep?

Approval Process and Process Builder An approval process could be set up for every quote with criteria based on a given discount. A sales rep can submit a quote for approval manually or Process Builder can be used to submit a record for approval automatically based on defined criteria. Flow and Validation Rules cannot be used to submit records for approval.

Managing Sales deals with low quality and inconsistent information. What features would you utilize to address these issues?

Assuming the sales process is the same but information required is different between personal loans and auto loans, validation rules could be used to ensure required fields are entered. Defining a different record type for each type of loan that drives different page layouts would simplify the task of identifying what information is required to be entered. Record Types Page Layouts Validation Rules

Public Groups

Can contain a combination of users, roles, users assigned to specific territories, other public groups and roles, and subordinates in the hierarchy. Profiles and permission sets cannot be included in a public group definition.

What would work for having sales reps being able to finalize sales contracts on the road by creating a PDF version of a contract and emailing it to the customer for endorsement.

Contract review, approval and signing is a common use case provided by App Exchange apps such as DocuSign. These apps integrate directly into Salesforce and provide a cost effective option to meet the requirements.

Global Insurance runs 3 different types of Campaigns: Seminars, Webinars and Email. Different information is tracked for each type of Campaign. How would you configure salesforce to be able to easily manage Campaign information.

Create Campaign record types and page layouts for each Campaign Type

A requirement for a task to be created for a sales rep to follow up with the customer when an Opportunity is marked [Contract Sent].

Create a task with Process Builder.

How to automatically create a record and notify various different users within an organization when different Opportunity Stages are met.

Creating a Single Process with Process builder. A Single process can have multiple groups of criteria, each having actions. In this case there would be a criteria defined for the appropriate status changes to the Opportunity and actions such as email notifications or custom notifications and create record for the contract, associated with each.

Fast Finance would like to identify Opportunities created from Leads. What approach would you suggest?

Creating a customer checkbox field that is defaulted on the Lead object and mapped to a customer checkbox field on Opportunity is the simplest option. Although the Opportunity name is defaulted when the lead is converted, it could be created in a similar format manually or it could be updated later, so this cannot be relied upon.

How can custom fields on the Lead object be mapped during lead conversion?

Custom Lead fields can be mapped to any custom field on the Account, Contact or Opportunity objects. The field types must be compatible, e.g. a customer number type field on Lead can only be mapped to a custom number type field on Account, Contact or Opportunity.

Capabilities of lead conversion which can be used by a sales representative in order to ensure that duplicate accounts are not created while converting a lead.

During lead conversion, if existing accounts and contacts share the names specified on the leads, one can choose to update the existing accounts and contacts. Attaching to an existing account allows adding information from the lead into empty fields. It is not possible to delete existing accounts during lead conversion. It is also not possible to compare and merge new accounts with existing accounts or specify any data to overwrite the existing account or contact data.

Account Visibility by geography and industry

Enterprise Territory Management can be used to share Accounts based on Account attributes such as industry. Criteria-based sharing rules could be used with public groups to automate the assignment of Accounts. The decision to use Enterprise Territory Management depends on a number o factors, including how the organization will forecast and the complexity of sharing, as a limited number of criteria-based sharing rules are available per object.

Generating Orders with the click of a button once and Opportunity is won. An Order should only be created for certain types of Opportunities and exclude certain products.

Flow is the best option in this scenario (to create an order from an opportunity), as it provides a declarative way to create and maintain the logic and to create the record, and can be invoked from a custom button.

VP of sales has asked to let sales reps convert leads from the Salesforce app. How would you accomplish this?

Go into lead settings and select the "Enable Conversions for Salesforce Mobile" setting in Lead settings.

In Enterprise Territory Management, what is true regarding the access to Accounts, Opportunities, and Cases in a private sharing model?

In Enterprise Territory Management, access levels can be set for accounts as well as opportunities and cases associated with accounts that are assigned to a user's territory. Default access levels can be specified in 'Settings', or specific territory access levels can be selected by editing a particular territory in the territory hierarchy. In a private sharing model, the setting for accounts can be 'View', 'View and Edit', or 'View, Edit, Transfer and Delete.' Opportunity access can be set to 'No access', 'View', or 'View and Edit'. Case access can also be set to 'No Access', 'View', or 'View and Edit'.

Once the lead is converted, the industry should be visible on the related account, contact and opportunity. How could this requirement be met?

Once a lead is converted, the Industry field is automatically populated on the account. Formula fields can be used to display the Industry on the related contact and opportunity records.

Enterprise Territory Management and Forecasting

Original Territory Management and Enterprise Territory Management work with different types of forecasting. Customizable Forecasting is available for Original Territory Management, and Collaborative Forecasting is available for Enterprise Territory Management. If Enterprise Territory Management is enabled, the forecast hierarchy can be based on the role hierarchy and the territory hierarchy. Territory forecasts need to be enabled to ensure that the forecast hierarchy is based on the territory hierarchy. Forecast managers can be assigned to territories to use territory-based forecasts.

When the Order status is set to Complete you have a requirement to automatically create asset records linked to the Account for each order line item. How can this be accomplished?

Process builder can be used to create a single record using field values from the record that started the process, however it would not be able to loop through the multiple order line items to create asset records. In this case process builder can be used to trigger a flow, which would cycle through the order line items and create the asset records.

Tracking leads and customers that attended seminars to understand their performance as well as being able to distinguish which seminars the individuals attended.

Rather than creating a custom solution, the standard Campaign functionality should be considered first. Campaigns can be used to track marketing projects including direct mail, seminars, print advertisements. Campaign members are created from Lead, Contact, or Person Account records and are linked to a Campaign and have a status to record the interaction with the Campaign, e.g. if they attended the seminar. From the Campaign History related list on a Contact, Lead, or Person Account detail page, the related seminar information would be available. You could Use Campaigns to record and manage seminar details. Track attendees using Campaign Members.

Solutions customized for each customer and each solution that have complex configuration and pricing requirements.

Salesforce CPQ offers configure-price-quote (CPQ) functionality. It allows organizations to offer customized pricing and quoting to different customers based on their individuals needs. It requires separate licensing. It should be evaluated against App Exchange apps that are available that can also be used for complex configuration, pricing and quoting.

Universal Containers is looking to facilitate round-robin Lead assignment to its Sales Users. The assignment must take into consideration the business hours, holidays and out of office status of the user.

Salesforce does not offer round robin Lead assignment functionality. This can be achieved using an AppExchange package or custom Apex code, depending on the requirements and budget.

Universal Containers are using standard Quotes functionality in Sales Cloud. They would now like to enable the functionality to generate printable Quote documents with the official Company Logo and footer.

Salesforce offers Quote Template functionality which can be used for this requirement. Once a Quote Template is defined, sales reps can use it from their Quote records to generate branded Quote PDFs, and email them to customers. If the standard functionality is not sufficient, an AppExchange solution can be used.

Valid considerations for using Salesforce to Salesforce

Salesforce to Salesforce allows an organization to publish the objects and fields that should be shared with another organization. After establishing a connection and publishing the objects and fields, records can be shared with a connected organization by forwarding them or assigning them to a queue. When selecting the objects that should be published, all custom objects in the organization appear in the list of objects, but Salesforce to Salesforce only supports deployed custom objects. It is only possible to publish certain standard objects, such as Account, Contact, Lead, Opportunity, and Case. A connected organization must subscribe to an object to accept records of that object, but it does not have direct access to the records that are shared. They have a record in their organization that is connected to the record through Salesforce to Salesforce. Any updates to the shared information on either record is reflected on the other record.

Sales manager is concerned that duplicate contacts will be created during lead conversion process due to leads being created from existing customers because of their interest in additional products.

Salesforce will automatically identify existing contacts with the same details on lead conversion to avoid duplicates. Duplicate Rules can be implemented to prevent duplicate contacts from being created. If an existing contact shares the same details as the lead, an existing contact can be selected. Duplicate rules can also be set up in duplicate management to prevent duplicate accounts and contacts from being created when a lead is converted. Validation Rules cannot be used to identify or prevent the creation of duplicate records

Which of the following are true about Enterprise Territory Management?

Territory Type is only used for logically classifying the territories. It does not impact visibility or sharing. The access level to accounts in a territory is defined by the Territory Access Level. It can be: View, View and Edit, View, Edit, Transfer and Delete. Territories organize accounts and users who work with those accounts An account may be assigned to more that one territory.

Levels of Access to members of a territory to Accounts in the territory when sharing model is private.

Territory access to Accounts is in addition to access granted by the organization-wide default sharing setting. When the sharing setting is set to private, the options available for specifying the access level for Accounts in a territory are 'View Only', 'View and Edit', or 'View, Edit, Transfer and Delete.'

Inside sales team qualifies and converts leads into opportunities. When a lead is converted, it should have an opportunity stage set that is different from the default Opportunity stage. How can this requirement be met?

The mapping for standard fields is not customizable. As a workaround, a custom field can be created on the Lead object and mapped to opportunity to indicate that the opportunity was created from a lead. A workflow or process can update the opportunity stage, when an opportunity is created, based on this custom field value.

How can you restrict emailing quotes unless they are in approved status?

The quote status picklist has a setting [Allow Email] that is used to determine when a quote can be mailed.

Enterprise Territory Management default record access settings

The standard record access settings apply to Accounts and Opportunities. If the default internal access for Contacts or Cases is private, access can be set for those associated records.

Managing the Event Life Cycle in Salesforce

There are many AppExchange apps that could meet all requirements. It would be preferable to have the solution contained within Salesforce than integrating with a 3rd party application. Campaign management could be adapted to fulfill some of the requirements, but would not be able to meet the needs for registration and feedback forms.

Company is looking to optimize confirmation documents that require and electronic signature. How do you achieve this?

There is no electronic document signature functionality within Salesforce. The best solution for this would be to leverage an AppExchange package like DocuSign.

Easy Finance would like leads to be converted automatically when the 'Lead rating' is set to Hot. What is the best solution to fulfill this requirement?

This can be tackled by just using an Apex trigger, it is preferable to invoke Apex code from Process Builder. This allows the criteria to auto-convert the lead to be configurable, which can be changed if required in the future instead of maintaining the code in an Apex trigger. A flow cannot convert a lead without the use of an Apex action.

Universal Containers has a requirement to enable Sales users to enter details pertaining to an Opportunity, associated Products and Price Books in a single step. The Products added to the Opportunity need to be configured to be an appropriate combination

This need can be achieved by configuring a Flow. A Flow can take inputs for Opportunity, Product and Price Book, and logic to ensure the Products are configured correctly. This can be achieved using a Flow or Visualforce, but Lightning Flow is preferable as a configurable option. Some of the common use cases for Lightning Flow include guided data entry, Product configuration, sales quotes, troubleshooting, call scripting and guided selling.

Global Electronics follow a different sales process, depending on if the opportunity is for existing products or an opportunity to custom manufacture. The information recorded for each type of opportunity is the same. How could this be enabled?

Two sales processes would be defined and assigned to respective record types. Additional page layouts would not be necessary if the fields to be maintained for each opportunity type are the same.

Ensuring that all new opportunities created by sales reps automatically follow the naming convention Account: Opportunity Type: Opportunity Name.

Use Process Builder to update the Opportunity name referencing the related Account Use a workflow field update A workflow rule with a field update can reference the related Account name and can be evaluated when the record is created or edited. Either workflow or Process Builder could be used. However, Salesforce suggests the use of Process Builder instead of workflow rules to automate if/then statements.

Marketing Department using new and existing contacts to generate sales leads using multiple campaigns.

When a lead is converted to an opportunity, the most recent campaign it was a member of is saved in the Primary Campaign Source field. This may not be accurate as the Primary Campaign Source may have been an earlier campaign. If the contact is created on Lead Conversion, the Primary Campaign Source will be correctly correlated. If the contact is added to the lead, the Primary Campaign Source can take the most recent campaign from the contact.

Would like to invite Accounts that have submitted an interest in an event to complete a registration form. The data from the form will be saved in a custom object. No developer resources are available and the form is needed quickly.

Without technical resources, using a webform App Exchange app would be the simplest and fastest way to gather information and save in a custom object.

Notification sent to Sales Administrator when an opportunity is won and if they amount is greater than $100,000 an email should be sent to the Sales Director. How can this requirement be met?

Workflow rules or Process Builder could be used. A workflow rule is simpler to use than the Process Builder. A workflow rule can e used to create a task as well as send an email. In this scenario we have two different entry criterias which should trigger different actions. A single workflow cannot trigger 2 actions separately based on different criterias so we need 2 workflow rules. Process Builder can be used to define a process on the opportunity object. A single process can have different criteria, and a single opportunity can meet multiple criteria.