Salesforce admin focus on force
How can users be included in a calendar event?
By using the Attendees field
When would you need to create a custom report type?
When you want to show a relationship other than "With" between related objects
When would you use case comments versus the case feed ?
When you want to track comments , not just internal comments
When would you use an External ID?
When you want to use an identifier from an external system to import or update data
Each search type searches
a unique set of fields for each object.
Lookup fields can be used to
associate two records together in a relationship.
Licenses are assigned to users to
grant access to features.
App Launcher can be used to
immediately open or search for apps or items.
Record lists display types
list view , Kanban
The app can be assigned to
user profiles.
Which sharing setting allows a user to manually share their own user record with other users of an organization?
'Manual User Record Sharing' checkbox on the 'Sharing Settings' page in Setup
Are standard report types defined as 'with' or 'without' related records?
'With' related records
Specific start date of the Fiscal Year is specified
(commonly 1st day of the month) along with the Week Start Day in addition to the Fiscal Year Name.
What are some common user access issues?
- Wrong username - Entering password in wrong case - User is locked - Trying to login to a sandbox with the wrong URL
Users can change their own display language in:
1. My Settings 2. Personal 3. Language and timezone
In a list view, only the first
2000 records are searched. Users can overcome this limitation by using more specific terms or by changing the filters and sorting order
Most records use
2KB of storage. There are several exceptions: Person Account 4KB, Campaigns 8KB, Articles 4KB) and Email Messages (storage according to the size of the email)
How many levels can a custom report type have?
4 levels - a primary object and 3 related objects
How do Group Tasks work?
A Group Task is a task that can be assigned to up to 200 users and Salesforce will create a separate copy of the task for each user.
How can Paths be defined?
A path can be set for each record type of an object. Paths can be created for most Standard and all custom objects that have picklists.
What is a Chatter feed?
A sorted list of activities (posts, comments, record updates) related to a record, group or user
STANDARD FISCAL YEAR
A standard fiscal year with a different starting month that follows the Gregorian calendar, the usual 365-day 12-month calendar period.
How can reports and dashboards be organized in Lightning Experience?
A subfolder hierarchy can be created to organize reports and dashboards in a logical structure.
What is Lead Conversion?
A way to convert Leads to linked newly created or existing Contact, Account and Opportunity records.
What are ideas?
Allow users to make suggestions related to a zone or theme . Other users can comment promote or demote.
What are the basic capabilities of a partner community?
Allows access for partners to leads and opportunities to collaborate on sales opportunities (sales cloud ) as well as including the functionality available in the costumer community (service cloud)
What are the basic capabilities of a Customer Community?
Allows layers of access for users to manage cases, access solutions and knowledge, ideas, answers, documents, content, custom objects and reports; functionality is similar to the Service Cloud.
What are some use cases for approval processes?
Approval of Quotes/Contracts, PTO, Expense Reports, Overtime, Deadline Extensions, Discounts, Funding and Purchasing Requests, Authorization for Work
Other options for customization
Background, banner, and default avatar images can be personalized.
In what format is data imported, exported or deleted?
CSV format
When using Lightning Dialer, which feature allows sales reps to use a separate business line to make and receive calls?
Call Bridge
What are the case automation tools available?
Case Queues, Auto Response Rules, Escalation Rules, Assignment Rules, Macros
Global search and feed search are enabled when
Chatter is enabled. Chatter must be enabled in order to use Global search
What can be synced between Salesforce and Outlook using Lightning Sync?
Contacts and Events
What administration tasks can an administrator delegate?
Create and assign users in certain roles and profiles, assign permissions sets, public groups, reset passwords, manage specific custom objects
What actions are possible with Process Builder?
Create or update records, invoke a quick action, submit a record for approval, post to Chatter, send an email, invoke a flow, invoke Apex class
CUSTOM FISCAL YEAR FEATURES
Custom fiscal years will impact forecasting, reports and quotas. Once enabled, custom fiscal years cannot be deactivated, but it can follow the standard 12 month structure.
How does Salesforce support estimating future revenue?
Customizable and Collaborative (now default) forecasting. Values are displayed in forecast categories (mapped from Opportunity stages) by Product family, revenue, quantity or both.
Which of the data management tools cannot export data?
Data Import Wizard
Bulk data loading tools such as
Data Loader,
Why must an administrator be cautious when changing field types?
Data loss may occur.
Lightning experience navigation bar
Each Lightning app has a horizontal navigation bar at the top of the page which lets users access the items and functionality in the app
What actions and features are available on a list view?
Edit, Delete and Follow records, Sort, Filter, Create Printable View
What can be done to avoid losing long Chatter posts?
Enable Drafts in Chatter Settings.
What is Feed Tracking?
Enables a feed on selected standard and custom objects. Fields can be selected, so that updates to those fields will be displayed in the feed
When are validation rules enforced?
Enforced immediately on record save, prior to Workflows or Process Builders
SETUP IN COMMUNITIES
Federated Search can be configured in Salesforce Communities
What are roll-up summary fields?
Fields defined on a master object that sum, return the min, max or count of a field in a related detail record
What do locale settings impact?
Format of Date, Time, Number, Phone Number, Name and Address fields
To prevent the user from logging in without deactivating them, allowing for changes to any customization where the user has been used (e.g. workflow email alerts)
Freeze the user record, then make the adjustments needed to deactivate.
What do the User Interface Settings control?
General User Interface, Sidebar (Classic Only) and Calendar
What are some case key fields ?
Include status to define where in the life cycle the case is, case type, case reason, case priority and case origin
What can be used to create, customize and assign home pages to different profiles in Lightning Experience?
Lightning App Builder
Which license allows users in Partner and Customer communities to access Chatter?
Lightning Platform Starter
Which option can be selected in Outlook Integration to log an email to the exact people and records in Salesforce?
Log email
What is Manual Sharing?
Manual sharing allows a user to use the 'Sharing' button to grant access to a specific record to other users, roles, roles & subordinates, territories, territories & subordinates, and public groups.
Which Chatter feature should users use if they don't want to receive notifications about specific post?
Mute
Search layouts can be accessed for a particular object from the
Object Manager in Setup.
Where can an approver see the pending request and respond to it?
On the Record, on the Homepage, Respond to Email, in App Notifications, Chatter
Which forecast type should be used to enable territory forecasts in Collaborative Forecasting?
Opportunity Revenue by Territory
Currencies
Organizations can be single or multi-currency, Multi-currency allows recording amounts in different currencies on records
Users can set their individual currency in
Personal Information. The user currency can be used in reports, quotes, forecasts, and other records that use currency amounts
What checks are done when users try to access a Salesforce organization?
Profile Level Login Hours, Profile Level IP Ranges, Company Level Trusted IP Ranges, Activation Code Validation
What are Opportunity Teams?
Records multiple users that work together on an Opportunity. The role and access level can be specified for each user. Each user can specify a default team that can be added automatically to an Opportunity.
Where is data in Dashboards extracted from?
Reports
How do Sharing Rules work?
Rules can be created to grant access to groups of users for certain records based on record owner or criteria.
What are some examples of Functional AppExchange use cases?
Sales, Marketing, Customer Service, Finance, HR
Salesforce API allows access to
Salesforce programmatically, instead of using the user interface
When forecasting by schedule date, which values are used by Salesforce to calculate forecast amounts?
Salesforce uses the values from a product schedule's Date and Revenue or Quantity fields to calculate forecast amounts.
What are the different types of search layouts?
Search Results, Lookup Dialog, Lookup Phone Dialog, Tab, List View and Search Filter Fields
LAYOUT SETTINGS
Search layouts can be accessed for a particular object from the Object Manager in Setup.
What does an enhanced lookup offer?
Search on all fields, sort, filter, customize columns, page navigation, auto completion
What can be customized to include Lightning Knowledge fields in global search results in Lightning Experience?
Search results layout of the Knowledge object
How does the Security Health Check work?
Security Health Check measures setting values in Password Policies, Network Access Config and Session Settings against baseline values and calculates a percentage score to indicate risk. 100% means all settings meet or exceed the standard.
What impact does the sharing model have when running reports?
Security and sharing model settings are applied when running a report so users will only see data they have access to.
Where can a list of sent emails related to a record be found?
Sent Emails are listed in the Activity History related list.
default record page view configuration can be accessed in
Setup -> Record Page Settings
What Activity Management features can be controlled using settings?
Shared Activities, Group Tasks, Recurrence, Activity Reminders, Multi-Day Events
What can be used to grant a high-volume community user access to any records associated their contact?
Sharing Set
Which option can be selected from the List View Controls menu to share a custom list view with other users?
Sharing Settings
What can be customized with activities?
Similar to other objects, activity fields, validation rules, record types and page layouts can be customized.
Which type of access allows a partner user to access data owned by other partner users who have the same role below them ?
Super user access
What are the different formats of reports?
Tabular, summary, matrix and joined
Which type of case fields can be used for data category mapping?
Text and picklist fields
What field must be marked on the user record for users to be able to log in?
The "Active" checkbox
What is the Salesforce API?
The API (Application Programming Interface) is a way of accessing Salesforce programmatically and is used by Data Loading and Integration tools.
In Lightning Experience, where can a user find activities related to supported objects?
The Activity Timeline
How can data be mass deleted?
The Mass Delete tool allows mass deletion of Accounts, Leads, Activities, Contacts, Cases, Solutions, Products and Reports. Criterion can be set to find selected records to delete.
Which users can view a list view created in Lightning Experience?
The creator, all users, or groups of users
What must be true to use a joined report as the data source for a dashboard component?
The joined report should have a report chart.
PRIMARY CURRENCY
The primary currency reflects either the default corporate currency or the currency selected for the record
What happens when a formula in a validation rule returns a result "True"?
The record is not created or saved and an error message is displayed.
What must be true to add a chart to a report in Lightning Experience?
The report must have at least one group.
SECONDARY CURRENCY
The secondary currency reflects the personal default currency of the user running the report, or the currency specified in the report criteria
In a master-detail relationship between a standard and custom object, which object must be the parent?
The standard object
What's the purpose of case teams?
These are set up so users can take on predefined roles and work together to close a case
What are marketing development funds?
They are granted by a company to channel partners so they can market the company's products
What happens when loading records through a Data Import tool and the required fields are blank or not matched?
Those records fail to load.
Which type of custom field can be created to store information about the preferred contact hours of a customer?
Time
Why would a user be freezed?
To prevent the user from logging in without deactivating them, allowing for changes to any customization where the user has been used (e.g. workflow email alerts)
How can users see their correct time zones if the organization default is set to a different time zone?
Under My Settings, users can set their own time zones to override the organizational default.
Organization ID
Unique 15 character ID for every org, Used for support, enabling features
What are the different types of calendars?
User, Public Calendars and Resources
What are the different access levels that can be granted to a folder?
Viewer, Editor (edit, move, save and delete) or Manager (share and rename folder)
INSTANT RESULTS
When a user types in the lookup field, they see a dynamic list of suggested matches instantly.
When would Shared Activities be used?
When up to 50 contacts have to be related to one event or task, such as recording all of the people invited to a meeting
LIST VIEW
a list or summary of records that meet defined criteria
If configured, a secondary field is
displayed under the primary record name that provides more contextual information.
grouped view
divides a record into groupings across multiple regions and tabs
App tiles can be
dragged and sorted by users based on their personal preference
The URL immediately will open the
in-app guidance given that the guidance is not inactive or outside of the scheduled date range
Apps show up as
large tiles under 'All Apps', while other items such as custom objects, tasks, events, and the feed, show up under 'All Items
Full Search'
searches across searchable objects and takes the user to the 'Top Results' page.
Home page layouts can be customized with
standard and custom components and assigned to user profiles
Temporary Tabs appear in
the navigation bar with an asterisk (*).
The secondary field is always
the related account for contacts and opportunities shown in recent items.
Configuring classic advanced search filter fields
will not affect the Lightning Global search filter fields.
The link can be copied from
within the in-app guidance builder or from the row-level action menu of the walkthrough.
Where can an app's logo and navigation bar color be changed?
'App Manager' in Setup
Where can the apps that appear in the Lightning Experience App Launcher be changed?
'App Menu' in Setup
API is an abbreviation for
'Application Programming Interface'.
Which checkbox can be selected in the Salesforce app by a user who would like Salesforce to run territory assignment rules when an account is updated and saved?
'Evaluate this account against territory rules on save' checkbox
Which setting can be enabled in Web-to-Lead Settings to reject any bogus leads?
'Require reCAPTCHA Verification'
Storage usage can be viewed in
'Storage Usage' under Setup
Which setting can be enabled in a Lightning Sync configuration to allow syncing repeating events between Lightning Experience and Outlook?
'Sync event series' under 'Event Filters' of the 'Data Sets' section
Which related list can be accessed on an account record in the Salesforce app to view information about users in the account's territory?
'Users in Assigned Territories' related list
Which access levels are possible when a forecast manager shares his forecasts page with another user?
'View Only' or 'View and Edit'
Language Settings
3 Levels of language support: fully supported, end user, and platform-only languages, Users can override organization setting in settings, Translation Workbench used to apply translations
What needs to be connected to Salesforce to generate leads from LinkedIn?
A LinkedIn member account with one or more ad accounts
What is a Quantity Product Schedule?
A Quantity schedule is when a Product quantity is delivered over time and allows tracking of shipping dates.
Related List Hover Links in Lightning Experience
A Standard Lightning component can be added to the record page to show the hover links.
What is a business process?
A business process is a way to capture the lifecycle of leads, opportunities, cases and solutions.
What are the user interface options when creating a Community?
A community can use a predefined template. It can use standard Salesforce tabs and Visualforce or it can be totally custom Visualforce pages.
What is Salesforce Content?
A content management system to organize, collaborate, tag, search, version control and share different types of files internally and outside of the organization.
CUSTOM FISCAL YEAR
A custom fiscal year which has a different structure
What data will a dashboard display?
A dashboard will display data a user has access to if defined as 'Dynamic' or run as a 'running user' to display data that user has access to.
What is a Custom Opportunity Split?
A feature to define up to 6 splits between Opportunity team members on any currency field, for example defining how profit is split.
What is an External ID?
A field that contains a unique identifier from an external system and can be used for matching records when data is imported or integrated.
How do validation rules work?
A formula expression is defined on an object and checked before a record is created or edited and saved. If the formula returns true, an error message is displayed and the record is not saved.
What is the Salesforce ID?
A globally unique ID assigned to each record when created; 15 digit case sensitive when displayed in the UI / reports and 18 digit case insensitive from API / Data Loader
What is a Lead Process?
A group of Lead statuses mapped to a Lead record type. Allows for different steps in a Lead life-cycle to be defined for different types of Leads.
What are permission sets?
A group of permissions and settings that can be assigned to one or more users that grant additional privileges beyond the profile
What is a self relationship?
A lookup to a different record of the same object
If there is a need to relate several teachers to several different classes, what type of relationship is this and what type of lookup is needed?
A many-to-many relationship, needing a junction object for the lookups
What is the difference between tasks and events?
A task is a to-do that may or may not have a due date. An event always has a duration.
What is the organization ID?
A unique 15 character identifier that identifies each Salesforce organization and is different in each environment.
What is a Content Delivery?
A way to create a web based view of a file that can be shared via URL with external parties. Options include setting an expiry date and if the file can be downloaded or just viewed.
What is the Campaign Hierarchy?
A way to link related campaigns in a hierarchy of up to 5 levels and unlimited siblings. Total fields e.g. total value of Opportunities for all campaigns in a hierarchy can be displayed.
What are Opportunity Sales Stages?
A way to track the lifecycle of an Opportunity from open to closed. Stages are mapped to a type, probability and forecast category.
In which case would a user run into issues with exporting data?
Accessing export download link 3 days after link was sent; exporting data from a Sandbox environment
What are Account Insights?
Account Insights are preprocessed articles related to an Account, Industry or Executives that are displayed on the Account Details page or Home page, in Lightning Experience once enabled.
What can be done with the Mass Transfer tool?
Accounts, Leads and Custom objects and some related data can be transferred from one owner to another.
What kind of records can be viewed using Salesforce Outlook Integration?
Accounts, cases, contacts, opportunities, leads, users, and custom objects
Select Business Hours on a CASE
Accurate business hours can be specified in a case record to define when the support team is available to help customers. Business hours case field is only available in Classic UI
What are Chatter Publisher Actions?
Actions that are available from the Chatter Feed, such as Post, File, New Task, Poll. Standard actions are available, custom actions can be defined.
What customization options are available in reports?
Add grouping, define filters, define filter logic, define & name ranges in 'Bucket' fields, summarize number and currency fields, conditional highlighting of summarized values, custom summary formulas
What are some of the options available for a joined report run page in Lightning Experience?
Adding a chart, editing filters, sorting columns and groups, and adding the report to a dashboard.
Why would advanced currency management be used?
Advanced currency management allows dated exchange rates to be recorded to track the amounts when opportunities were closed.
How do Orders work?
Agreement to supply a quantity of Product or service at a certain quantity and date. Created from an Account, Contract or from the order tab.
How does the Data Export service work?
All or selected data is exported weekly, monthly or on demand (maximum once every 7 days). An email is sent with a link to a downloadable zip file which becomes an inactive link after 48 hrs.
What is the usage of Chatter Topics?
Allows posts to be organized. Can also be used to add topics to records. Views can use topics as a criteria.
CUSTOM THEMES
An administrator can create a custom theme and add a brand logo, brand colors, background and banner images
What is an app in Salesforce?
An app is a collection of tabs made visible to certain profiles. Salesforce comes with standard apps, or custom apps can be created.
What options does an approver have for responding to a request?
Approve, Reject or Reassign
APP OVERRIDE
Apps have an override capability that allows the app to override a custom theme's brand image and navigation bar color with the brand image and color from the app.
What are article types ?
Are containers for different types of articles, such as faq and instructions They can have different templates and page layouts.
Which widgets can be used to attach an article to a case ?
Article , article case feed and knowledge one widgets
How can formula fields be created?
As a simple formula, using merge fields and operators, or as an advanced formula using merge fields, operators and a range of functions
What can be used to send alerts regarding opportunities with large amounts?
Big Deal alerts can be used to send a notification to selected users about an opportunity. The alert can be triggered from a workflow rule, flow, or process and criteria defined.
What do business hours and holidays impact?
Business Hours and Holidays are used in calculations to determine when to escalate a case or when an entitlement milestone is reached.
In Salesforce Classic, how can CRM Content be shared externally?
By defining a Content Delivery. Salesforce creates a URL that can be accessed by external parties to view content.
How can customers find solutions in a costumer service community?
By gaining access to the company's knowledge base, support agents and peer to pear support.
How can a Lightning component on a home page be made visible to only users from a certain country using the Lightning App Builder?
By setting a component visibility filter in the 'Set Component Visibility' section of the component's properties
How can a user look for a company in a List View by keyword?
By using the List View Search Bar at the top of the List View.
What are the formats available for exporting reports?
CSV files, Excel (.XLS or .XLSX) files
Which Lightning Dialer feature can be utilized by sales reps to refer back to important conversations to improve their selling techniques?
Call Recording
What are the ways cases be captured in Salesforce?
Cases can be manually created by users onto a case record page, or be automatically captured when admins set up to web-to-case, email-to-case, or on-demand email-to-case. Customers may create cases from a community customer portal, self service portal, or chatter answers.
Where is Knowledge accessible?
Channels define the visibility of an article and can be set to Internal, Customer Community, Partner Community or Public Website.
In what form can Dashboard Components be?
Chart, gauge, metric, legacy table, Lightning table, or Visualforce page
What can Chatter Free users do?
Chatter Free users can access Chatter features but have no access to tabs or data.
What are the different types of Chatter licenses?
Chatter Free, Chatter Only/Plus, Chatter External
What are Chatter groups and what are the different types?
Chatter groups allow people to collaborate; can be private, public or unlisted.
What happens to items that Salesforce cannot automatically assign to records?
Contacts, Events, Emails and Tasks that cannot be assigned automatically appear in the My Unresolved Items view to be assigned.
Which organization-wide default sharing setting can be used for the Campaign Member object to allow all users to see only the campaign members associated with the campaigns they have access to?
Controlled by Campaign
What does field-level security control?
Controls if a field is visible or read-only at the profile level
Locale
Controls the format of date, time, address, name, and number fields, Default Local set at organization level but user local settings override
What are the actions that a workflow rule can invoke?
Create Task, Send Emails, Field Update or Send Outbound Message
What type of actions can be set for approval or rejection?
Create Task, Send Emails, Field Update or Send Outbound Message
What functionality related to Users is available in SalesforceA?
Create new Users (iOS Only), Edit User Details, Reset Passwords, Assign Permission Sets, Activate, Deactivate, Unlock, Freeze, Unfreeze users, View Login History
Which features are available when applying a filter to a date field in the Lightning Report Builder?
Custom date ranges can accept manually entered values and be open-ended.
the Lightning app navigation bar can contain most
Custom objects, standard objects, Lightning component tabs, Web tabs, Utilities like Lightning Voice, Lightning page tabs, Canvas apps, Visualforce tabs
What are the main tools for data import?
Data Import Wizard and Data Loader
Up to how many records can Data Import Wizard and Data Loader import?
Data Import Wizard can import up to 50,000 records, while Data Loader can import up to 5 million records.
What are the options for importing and exporting data?
Data Import Wizard, Data Loader, 3rd Party Tools for Integration, Export from Reports, Data Export Service
Which of the data import tools can only be used by admins?
Data Loader
What are the options for exporting data?
Data Loader, Export from Reports, Data Export Service
Storage
Data Storage is used by records, File storage is used by attachments, documents, Files, Content, Chatter
What are the steps to import data?
Data selection, mapping and import
What should be done when a user no longer needs to use Salesforce?
Deactivate the user record; users cannot be deleted.
What can you set in case settings?
Default case owner, notifications and when they're sent and templates used for notifications.
What are the capabilities of an approval process?
Define a series of steps and actions for approving selected standard and custom objects that meet certain criteria.
What are the steps to define a process in the Process Builder?
Define the object, define the criteria, select immediate or scheduled actions, activate the process
FISCAL YEAR
Defines the business year of the company, which is also referred to as the accounting year, taxation year, financial year, or the budget year
What happens to deleted records?
Deleted records go to the recycle bin. After 15 days or if the bin limit is exceeded, they are permanently deleted. While in the recycle bin, deleted records can be restored.
What do organization-wide default settings do?
Determine access to records the user does not own and sets base record access for the org.
Disable Navigation Bar Personalization in Lightning Experience
Disables the ability for a user to customize an app's navigation bar in the Lightning Experience. This customization includes the reordering and adding of items or the renaming and removing of items the user may have added.
What are some examples of Generic AppExchange use cases?
Document Generation, Data Loaders, Document Signing, Email, GeoLocation
Which Salesforce features for Lightning Experience allow finding duplicates across the org and merging them?
Duplicate Jobs and Duplicate Record Sets
Search personalization is an
Einstein Search feature. It can be enabled by going to the 'Enable Einstein Search' in Setup.
When are workflow actions executed?
Either immediately or after a number of days or hours from a date field or trigger date
Which Salesforce features can be used in an email to a customer by a support agent in order to improve efficiency?
Email template, quick text and merge field
Enable Hover Details
Enables a summary display of a record when hovering over a record link. The fields displayed are determined by the compact page layout. first 4 fields
Impact of Chosen Fiscal Year, CUSTOM FISCAL YEAR
Enabling or defining custom fiscal years impacts forecasts, reports, and quotas. After enabling custom fiscal year, all existing forecasts and quotas from the first period of that year forward will be deleted, but forecasts for periods before the first custom fiscal year are not deleted.
API is available for
Enterprise, Unlimited, Developer, and Performance editions.
What actions can be taken by the administrator to ensure the data quality of an org?
Establish organization data standards and naming conventions, import clean data, remove duplicate records, and use validation rules.
What can be customized for standard fields?
Field Labels, Field Help, Picklist Values, Auto Number Formatting
What are the main custom field attributes?
Field Type, Default Value, Required, Unique and Case Sensitive
The Search Layout also determines:
Fields in a record's instant results preview, Fields that can be filtered, Fields shown in a recommended result, The secondary field in instant results
How is CRM Content organized?
Files are organized into libraries. Libraries can be personal (e.g. not shared with others) or shared. Access and permissions on shared libraries can be defined by user or public group.
Which capability is available for list views in Lightning Experience to allow users to view opportunities that fall within a certain amount or probability range?
Filtering search results by number range
Company Settings
Fiscal Year, Storage, Licenses, Language Settings, Organization ID, Business Hours and Holidays, Currencies, Time Zone, Locale
Which type of solution can be downloaded from the AppExchange to connect Salesforce to a third-party system for accepting credit card payments?
Flow Solution
What are two methods to find a folder quickly in the Salesforce org?
Folders can be favorited or searched for in Global Search.
How can folder access be controlled?
Folders can be private or shared. Permissions and visibility can be set for users, roles, territories, or public groups.
There are two options available for specifying a default record page view at the org level -
Full View and Grouped View.
PREFERRED LANGUAGE
Fully supported languages are available for selection for the default organization language or user display language, but other languages must be enabled in Language Settings before they can be selected. A language that is in use by the company or any of the users cannot be deactivated.
What are the different types of AppExchange use cases?
Generic, Functional and Industry Specific
What can an employee community be used for?
Giving employees access to onboarding, training, recruiting, ticketing, human resource enquiries, etc.
What can be used to search for articles in Lightning Experience?
Global Search and Knowledge Component
Where can users perform record search?
Global searches most information; List View Search looks for a record within a list view; Lookup search allows searching of related records from a lookup field.
Which data can you highlight in a report when using conditional highlighting?
Grand totals and summarized totals
What are some examples of Industry Specific AppExchange use cases?
Healthcare and Life Sciences (Veeva), Real Estate, Education, Non Profit, Financial Services
What are the different risk categories associated with a Security Health Check in Salesforce?
High, Medium, Low, and Informational
ACTIVATING CUSTOM FISCAL YEAR.
If a custom fiscal year is enabled, it cannot be reverted back to standard. However, standard fiscal year can be replicated by choosing the Gregorian calendar
How can workflow rules be evaluated?
If certain criteria is met or if a formula evaluates to true
Enable Japanese Imperial Calendar in Lightning Experience for the Japanese locale
If enabled, years are expressed in the Koki system. For example, 2019 would be 2679 in the Japanese Imperial system.
What should be considered when changing OWD settings?
If increasing default access, changes will take effect immediately. If decreasing, changes may take significant time depending on data volumes.
After selecting the objects to be exported, what else can be optionally included in the export?
Images, documents and attachments; Chatter files and Salesforce CRM Content
How can Knowledge articles outside of Salesforce be imported into Salesforce?
Import Articles tool
How can Knowledge articles be imported to Salesforce?
Import Articles tool from the Setup menu allows articles and any translations to be imported into Salesforce Knowledge.
What tools and features are available to manage Leads?
Import Leads, Mass Delete Leads, Transfer Multiple Leads, Mass Email Leads, Mass Add Leads to Campaigns, Mass Change Lead Status
USER SETTING TIME ZONE
In My Settings, users can set their own Time Zone which will override the organization setting.
What are repeating events called in Salesforce?
In Salesforce Classic, it is called recurring events. In Lightning Experience and Salesforce app, it is called event series.
What are the two types of relationships that Salesforce supports?
In Salesforce, there are two types of relationships between objects: lookup and master-detail. Many-to-many is a type of master-detail relationship between objects.
integration tools such as
Informatica, or integrations with other systems.
What is a Chatter External license used for?
Invite customers (users outside of a company´s domain) to chatter groups for collaboration. They have no access to Salesforce objects and data.
What is a case process?
Is a support process that defines the stages different cases may go through in their life cycle.
What is the Kanban view?
It shows Opportunities of one record type on a board with columns for each sales stage. The totals for each stage are displayed, and Opportunities can be moved between stages by dragging and dropping.
What is the purpose of a public group?
It's a way of grouping users, roles, and territories so that sharing settings and permissions can be granted efficiently.
Which lightning object is used in Salesforce to create a detailed description of a customer issue and its resolution?
Knowledge
Which feature license is required to setup Salesforce knowledge?
Knowledge user
What can be controlled in a page layout?
Layout of fields, buttons, links, publisher actions, report charts, Visualforce and related lists; related list fields, sort order and buttons
What are Lead Queues?
Lead Queues are a place to hold Leads that have not been assigned an owner. They are accessed via a list view and users with access to the queue can 'accept' Leads to take ownership.
How can Leads be automatically assigned?
Lead assignment rules can automatically assign Leads to users or queues based on criteria matching field values and can be evaluated upon creating or editing a Lead.
How can Campaign Members be added to a campaign?
Leads & Contacts can be added using a report, list view, from a Lead or Contact record, using the import wizard or data loader or using 'Add Member' button on the campaign.
Which Salesforce feature can be used by sales reps to make and receive calls in Salesforce as well as log call details automatically?
Lightning Dialer
What types of custom components can be added to the home page layout?
Links, Images, HTML, and Visualforce
List view features
List Email Button, List View Search Bar, Import Button, Show Charts, Filter Button
What can be used to search records from within the Kanban view in Lightning Experience?
List View search bar
How can an email be sent to all members of a campaign in Lightning Experience?
List emails can be sent directly to all members of a campaign in Lightning Experience using 'Send List Email'
What localization settings apply to a user?
Locale, Language, Time Zone and Currency Locale
What can be enabled that helps the administrator spot suspicious login activity?
Login Forensics
How would it be possible to check why a user is not able to login?
Login history on user record, or Login History for all users will give information regarding a login attempt.
Which type of field can be used to link leads to article versions?
Lookup Relationship
What can be created and run in a Lightning Sales Console to automate repetitive tasks such as updating opportunities and sending an email?
Macro
When are dashboards refreshed?
Manually or scheduled to refresh daily, weekly or monthly
Which relationship do the records inherit the security and sharing settings of the parent record?
Master-detail
What is the difference between a matching rule and a duplicate rule?
Matching rule is used to identify duplicates. Duplicate rule defines what happens to duplicates - allow or block.
Which profile can be used to grant least-privilege access to a group of users?
Minimum Access - Salesforce
What password requirements can an administrator set?
Minimum password length, complexity, password history enforcement, expiration period, minimum password lifetime
Why would multi-currency be used?
Multi-currency is used to be able to add amounts in different currencies on records and be able to forecast and report using the corporate currency or record currency.
Activate Multiple Currencies
Multiple currencies cannot be disabled after enabling the feature.
How do Quotes and Syncing work?
Multiple quotes can be associated with an Opportunity with one marked as the 'syncing' quote. Changes to Opportunity Products or quote Products are kept in 'sync' for the 'syncing' quote.
Enable Salesforce Notification Banner
Notification Banner appears on accounts contacts dashboards and in the setup area. It can be dismissed or disabled entirely.
What are some of the search settings that can be enabled or customized?
Number of search results displayed, Document Content Search, Recently Viewed Records, Search Optimization, Limit search to records owned by the user
How is object access controlled?
Object access is controlled at the profile-level, including permission sets and visibility to the tab.
Where can activities be found within Salesforce?
On the home page, calendar view or activity related-list (Salesforce Classic only) on a record
What is Campaign Influence?
One or more campaigns that have influenced an Opportunity linked to an Opportunity, with one being marked as the primary. Values from the primary are used for the campaign statistics.
When a custom list view is created, there are three options for viewing:
Only for the user that created the view, All users (including Partner and Customer Portal users) , Shared with a group of users
In Lightning Experience, which type of team can be used if a partner user needs to work with an internal user on a particular opportunity?
Opportunity Team
Multi-Currency in Reports
PRIMARY CURRENCY SECONDARY CURRENCY
In Lightning Experience, which feature can be configured to visually track the progress of campaigns?
Path
What do profile permissions grant?
Permissions to app-specific actions, customized actions built, or system-wide actions
AVAILABLE FISCAL YEAR TEMPLATES
Predefined structures are available in templates for alternatives, such as 4 quarters per year, 13 weeks per quarter, or 13 periods per year.
Which environments are available for selection in the Outlook Integration side panel?
Production and Sandbox
What can be used to quickly find reports from the Reports tab in Lightning Experience?
Quick Search
Which mobile app can be integrated with a Salesforce org to allow users to share and edit documents via the Salesforce app?
Quip
What are record types used for?
Record types are used when one object has different types or is used for different purposes. Record types allow different picklist values, page layouts and business processes to be defined.
What's the difference between record types and business processes?
Record types control the page layout and picklist values based on the selection of record type. Business process controls stages and then picklist values based on the stage of certain objects.
In a private sharing model, which records will be returned to a user in a report not owned by that user?
Records owned by that user and users below them in the role hierarchy
What formula function is used to ensure the correct formatting of a field entry?
RegEx
What is Campaign ROI and how is it calculated?
Return on investment of a campaign=((Total value of won Opportunities linked to a campaign - Actual cost of the campaign) / Actual Cost of the campaign) * 100
What is a Reduction Order?
Returns, cancellations and reduction in quantity are recorded as reduction orders.
What is a Revenue Product Schedule?
Revenue schedules allow tracking of revenue that is not received up front and is paid in installments or a subscriptions.
PARTNER PROVIDERS
Salesforce has partnered services to easily connect to external search providers.
How is storage managed in Salesforce?
Salesforce has two categories of storage, Data and File storage. Records use Data Storage and File Storage is used by Attachments, Documents, Files, Content and Chatter.
What level of language support does Salesforce provide and how is a user's language setting controlled?
Salesforce offers a number of Fully Supported, End User and Platform Only languages. The language on the Company Settings page is applied to new users, but it can be overriden in My Settings.
Which app can be created to allow support agents to manage multiple case records on a single screen in Salesforce?
Service Console app
What functionality is not available in the Salesforce app?
Some standard functionality is not available such as Account Hierarchy, merge Accounts and Contacts, manage campaign members.
What are Opportunity Splits?
Splits revenue or other currency field values among the Opportunity team. When enabled, a revenue split (must total 100%) and an overlay split (doesn't have to total 100%) is added.
Which two chart types can display summary values from two levels of grouping in a report?
Stacked bar chart and grouped line chart
What are examples of Standard Profiles?
Standard User, Solution Manager, Marketing User, Contract Manager, Read Only, System Administrator
What data is available in the Salesforce App?
Standard and Custom object data is available
What are the different types of Pricebooks?
Standard and Custom. The standard pricebook can be used if there is one price for all customers. If there are multiple prices for different customers custom pricebooks can be used.
Fiscal Year Configuration can be
Standard or custom fiscal years
Fiscal Year
Standard or custom fiscal years can be used, Standard fiscal year follows the 12 month structure, Custom fiscal years can use custom periods
What are the options to define fiscal years?
Standard or custom fiscal years. Standard fiscal years are based on a monthly structure and can start on any month. Custom Fiscal years can use a different structure such as quarters.
How does storage work in Salesforce?
Storage is categorized into data and file storage. Data storage is used by storing records (usually 2KB each). File storage is used by attachments, files and documents.
How can you ensure that a Dashboard is not accessed by someone not authorized?
Store the dashboard in a folder that is accessible only by the authorized users
What are some of the features that can be accessed by partners in partner community?
Streamlined onboarding lead qualification, lead distribution, opportunity management, deal registration, quoting
How can data be automatically exported?
The Data Export service can be used to export all or selected data weekly or monthly. An email is sent with a link to a downloadable zip file.
What must be configured when creating a custom object?
The Name field is a standard field that is added to custom objects to identify records. It can be text or auto-number.
ORGANIZATION TIME ZONE
The Organization Time Zone is set on the Company Information page. It is used as the default for new users
What happens when a custom field is deleted?
The field and data is deleted temporarily. The field and the data can then be permanently deleted (erased) or undeleted (restored). After 15 days, Salesforce will permanently delete.
What can be done to make sure that users don't convert leads to opportunities in Lightning Experience?
The opportunity section in the Convert Lead window can be hidden in 'Lead Settings'.
LOOKUP SEARCH
The search results that appear when users search for records via lookup fields can be configured.
GLOBAL SEARCH
The search results that appear when users search using the global search bar at the top can be configured
What are territory forecasts based on when a forecast manager is not assigned to a territory?
The territory's forecasts are based on the individual users assigned to the territory. Users can drill down to an individual rep's forecasts for a territory.
ONLY ONE ACTIVE THEME
The theme applies to the entire organization and only one may be active at any given time.
What time zone is used for new users?
The time zone for new users is set using default time zone on the Company Settings page, but users can override it in My Settings.
How does the unique field requirement differ from duplication rules?
The unique field requirement looks at specific fields and ensures there is no other record with that entry. Duplication rules are used for the record as a whole when only one record should exist.
Why and how are Custom Profiles created?
There are restrictions on what can be changed on a standard profile. Custom profiles are created by cloning a standard profile to be able to customize profile settings.
What can Chatter Only users do?
They can use features including groups, files, and profiles; view accounts, contacts, ideas, answers, content, dashboards, reports, workflows, calendars; and can access to up 10 custom objects.
Time Zone
Time and Date fields will display according to the time zone setting.
USER TIME ZONE SETTING DISPLAY
Time and Date fields will display according to the user's time zone setting
Time Zone
Time and date fields display according to user's time zone setting, Users can override organization setting
How can system validation be used?
To enforce data type, data length, required fields or unique entries
Why would an administrator create a Path?
To provide visual guidance for helping a user move throughs steps in a business process in Lightning Experience for custom and certain standard objects
Why would a custom report type be created?
To specify the types of related records included (with or without) and add additional fields, e.g., fields related to a lookup
What are folders used for?
To store and organize reports, documents, dashboards and email templates
What User related function cannot be done on SalesforceA?
Update Role field
When are custom validation rules used?
Used for custom complex validation rules that can involve one or more fields (standard or custom)
Business Hours and Holidays
Used in case escalation rules and entitlement processes
Licenses
User Licenses and Feature licenses totals, active, used and remaining are displayed
TYPES OF LICENSES
User Licenses, Feature Licenses
Language and Time Zone Settings
User Locale settings override the Organization Locale. Managed from the Language and Time Zone settings in a user's personal settings
What are the two types of licenses?
User and Feature. User licenses define the baseline of features a user can access. Feature licenses grant additional access to specific functionality such as Knowledge, Content or Marketing.
What is the minimum information required to setup a user?
Username, Last Name, Email, Profile, Alias, Nickname and License
How do Chatter Questions work?
Users can ask questions in a feed, in groups or records and get an answer either by viewing a similar question/answer, suggested knowledge article or another user's reply. The best answer can be selected.
REFINE RESULTS
Users can be allowed to filter search results by adding the fields that they want to filter to the search layout. However, encrypted fields cannot be filtered.
Defining a Fiscal Year Structure
Users can define fiscal year structure as standard fiscal year and custom fiscal year.
USER TIME ZONE
Users can set their own Time Zone which will override the organization setting.
EXTERNAL SEARCH
Users can use the global search and see results from an external search engine
How is the role hierarchy related to record access?
Users will have access to other users' records if they have a role above the record owner in the role hierarchy and grant access through hierarchies is enabled.
In Lightning Experience, what are the different ways of adding columns to a report?
Using the 'Add column...' picklist or dragging columns from the 'Fields' pane on the left onto the report.
How can duplicate Leads be identified and managed?
Using the 'Find Duplicates' button, fields can be selected to search on, and up to 3 Leads can be merged from the search results
What are the implications of validation rules?
Validates data type, field length, enforces required fields and enforces unique setting
How are business processes defined and used?
Values for the status field are selected for a business process from the master picklist values. The business process is then assigned to a record type.
How can Leads be captured from a website and saved in Salesforce?
Web to Lead allows Leads to be captured from a company website and saved in Salesforce. The Lead form can include standard and custom Lead fields. Generated HTML can be added to a public website.
When would creating a formula field be appropriate?
When a read-only field is required and that is calculated based on values of fields (including fields in related objects) or based on a defined formula
When are workflow rules evaluated?
When a record is created, when it is created and every time it is edited, and when a record is created and any time it is edited to then meet the evaluation criteria
Inline Editing in Lightning Experience
When a user hovers over the field, a pencil icon will appear if the cell is editable. On the other hand, a lock icon will be displayed if it is non-editable.
When is identity verification invoked?
When a user logs in from an unrecognized (based on cookies) browser or device, and outside the trusted IP range.
Enable Printable List Views
When enabled, will display a button that can be used to generate a print ready format of the data in the view.
In what cases would Process Builder be used over Workflow?
When needing to create a record, submit for approval or launch a flow
When must Workflow be used and not Process Builder?
When needing to send outbound messages
Which automation tools allow sending an automatic email alert to a user when a new member is added to a Chatter group?
Workflow Rule and Process Builder
To override a default view,
a custom Lightning record page can be created for a specified object and activated using in Lightning App Builder. After a custom Lightning record page is created, it can be activated to override the org default, or selectively by Lightning app, record type, or profile
full view
a data dense view that focuses on details and related lists and puts all the information on the same page
The global search box displays
a list of auto-suggested records for multiple object types as a user types in it.
The user interface setup is
a list of features that can be enabled or disabled to modify the organization's user interface.
The Salesforce Organization ID or 'Org ID' is
a unique 15 character identifier that identifies each Salesforce organization
Temporary tabs are opened when
a user clicks an item that does not have a parent object placed in the navigation bar.
Temporary tabs can be used to
access relevant items from the navigation bar
Instant results
allow accessing a record before performing a full search.
MyTrailhead subscription, the Walkthrough permission set license and the Access Walkthroughs permission set are required in order to
allow users view custom walkthroughs.
An app can be assigned to profiles to
allow visibility to designated users
Multi-Currency
allows users to utilize more than one currency within their Salesforce organization. A System administrator can enable multi-currency. With multi-currency, reporting and forecasting can be done in the record currency and corporate currency. Currencies must be made active for them to be used.
The schedule, assigned profiles, and permissions can be set for
an in-app guidance.
Related List Names
are clickable links that can redirect users to the complete list view of the corresponding related object records
Administrators can choose from
built-in themes. The 'Lightning Blue' theme is used by default. Themes don't apply to the mobile app
Charts
can be added to a list view. The chart can be a vertical bar, horizontal bar or donut.
Lookup filters and dependent lookups
can be configured to make the lookup search results more relevant.
Custom Fiscal Year
can be defined using custom periods and can be based on existing template or an existing template can be modified.
Multiple Business Hours
can be defined with one used as the default.
The items that are visible in the navigation bar
can be selected and rearranged, and the utility bar in the footer can be enabled by adding a utility item to the app.
KANBAN VIEW
can be set to show a graphical view of records in a list view
LOOKUP FILTERS
can be used to restrict the valid values and lookup dialog results for relationship fields.
Encrypted, formula, and lookup fields
cannot be searched
Standard Users
cannot customize the Search Results layout
The In-App builder contains a .
canvas where an administrator can author a single prompt or a walkthrough guidance
The App Menu can be used to
change the app's visibility in the App Launcher.
Users can immediately open or search for an app after
clicking on the App Launcher icon.
LOCALES
controls the language and format of date and time, address, currency, name, and number fields.
In-App guidance can be used to
create a hands-on interactive tour to guide users through onboarding or feature introduction by means of step-by-step prompts.
Custom themes can be
created, previewed, and activated from the setup page
Data storage is used by
creating records (e.g., Account records, Contract records, Opportunity records)
Personalization can be enabled to
customize searches based on factors such as recent user activity, geographic location where users work most often, and ownership. is generally available for Accounts, Cases, Contacts, Leads, and Opportunities. Prioritizing specific results over others can make users more productive.
The navigation bar color and logo can be
customized for each Lightning app
4-4-5 is a template that can be
customized to meet requirements. With advanced customization, the days within a specific week period (system will automatically reflect the new start and end date) or number of periods within a specific quarter can be specified.
Labels used in the custom FY can be
customized.
Storage is divided into
data and file storage.
User Licenses
define the baseline of features available to a user. Each user must be assigned one license
The Search Layout
determines which fields users can view, filter on, and sort by on the search results page for global search and lookup search
The Org ID will be
different across environments(e.g., Development, Test and Production).
The apps that users see in their App Launcher and app menu depend on
each app's visibility settings and user permissions. Profile or permission sets can be used to authorize users to see apps
Profile-specific layouts can be created for
each object
The Utility Bar allows
easy access to common productivity tools such as Notes, History, Calculator and Omnichannel.
The number of API requests that can be made in a 24 hour period based on
edition and number of user licenses.
Dated exchange rates can be used by
enabling Advanced Currency Management. It is used for tracking the exchange rate at the date opportunities close.
LIMITS for storage allocation
enterprise edition: 10GB of data storage plus 20MB per user license●10 GB of file storage plus 2GB per user license
Admins can configure the search results of
global search and lookup search
Feature Licenses
grants access to additional features that are not included in a standard license, such as Marketing, Knowledge, or CRM content.
Lookup Search
is a feature that allows a user to search for a record of an object and associate it to a record of another object using a lookup field.
DEPENDENT LOOKUP
is a lookup field that includes a lookup filter that reference fields on the source object record.
Apps can be created and customized by
navigating to 'App Manager' in Setup.
The apps that appear on the Lightning Experience App Launcher can be changed by
navigating to 'App Menu' in Setup
All in-app guidance in an org can be managed by
navigating to the Settings in the In-App Guidance Setup page
Items placed in the Utility Bar will appear
near the bottom of the screen. It can be set to display on either the bottom left or bottom right of the screen.
Walkthroughs can be placed on
object record pages; object home pages (including Home); and new, edit, and clone record page, including dialogs
The 'Limit search to'
option can be selected to limit the search to an object entered in the search box.
Access to apps can be controlled through
profiles or by creating a permission set for users who require access.
What can be made required for Web-to-Case to ensure that irrelevant or unwanted cases are not generated?
reCAPTCHA Verification
The Org ID will need to be provided when
requesting support from Salesforce and other AppExchange vendors.
default list views can be accessed or custom list views can be created based on
requirements
Configuring federated search will allow users to
search data stored in external repositories from the Salesforce interface
Full Object-Specific Search'
searches within the current object and takes the user to the object's search results page
The Search Layout of an object can be configured to
select the fields that should be shown as columns on the search results page
Temporary Tabs may be made a permanent part of the navigation bar by
selecting 'Add to Nav Bar' from the dropdown arrow.
A direct link to prompts and walkthroughs can be
sent to users or the URL can be attached to the help menu or help documents
Global Search results can be refined by
setting the number and/or date ranges. Other primary fields can also be used such as record name, owner, or email.
Currencies, Organizations can be either
single or multi-currency.
File storage is used by
storing files in Attachments, the Documents tab, the Files tab, Content, Chatter, (including user photos) and Site.com assets.
The App Launcher in Lightning Experience allows users to
switch between apps
API usage can be monitored from
the Company Information page
The Org ID is found on
the Company Information page.
Total, used, and remaining licenses are displayed on
the Company Information page.
Search Layout for both lookup and global search can be configured from
the Setup Menu or Object Manager
If the API name of the in-app guidance is changed,
the URL will also change
User interface settings are modified in
the User Interface section in the Setup menu.
To promote branding and org personalization,
the ability to use custom images and colors are available through themes.
The currency symbol in amount fields will reflect
the currency locale.
Manage currencies allows
the exchange rates between active currencies to be set
Lists of records can also be searched using
the list view search bar.
Temporary tabs can be made permanent in
the navigation bar by selecting Add to Nav Bar
The record search result columns are displayed and arranged according to
the object search layout assigned to a user profile.
The instant results match to
the record's name, but a full search can be performed to match against all the searchable fields.
Holidays will be excluded from
the time used when calculating a case escalation.
Business hours determine
the times when users are available to support customers and are the basis for the computation of support processes hours
System Administrators can personalize
their Salesforce apps and match some aspects of their company's branding. App logo and color branding.
Field-level security is enforced when
users search for records. Search results do not override field-level security. Data in restricted fields do not return in the results.
The default list view can be accessed
via Pinned List View.
The App Manager is used to
view, create,and customize apps available in the organization
In Lightning Experience, the records in search results depend on
whether the record's object type and its fields are searchable
Standard Fiscal Year
years follow the Gregorian calendar (e.g., 12 months structure) and can be configured to start on the first day of any month and be named for the starting or ending year
DEFAULTS
●Company defaults are set on the Company Information page. ●New users use the company default settings.
BIG OBJECTS
●If an org utilizes big objects, up to 1 million big object records can be stored. ●Additional capacity can be purchased via licenses to store more (a billion or more) big object record
MULTI-CURRENCY
●Multi-currency adds the ability to record amounts in different currencies on records. ●It must be enabled on the Company Information page. ●In multi-currency organizations, the corporate currency is defined.
SINGLE CURRENCY
●Single currency organizations can set the organization-wide currency on the Company Information page using the Currency locale. ●The currency symbol in amount fields will reflect the currency locale. ●Single currency is the default.
PERSONAL SETTINGS
●Users can override company default locale settings. ●Managed in Language and Time Zone settings in user's personal settings