Salesforce Certified Amin - Keywords + Processes
What is the process for automating leads/cases called?
"Web to Lead" or "Web to Case" - Automating leads uses a web to lead form, that then pushes any lead data received on a website into Salesforce. These new leads are assigned using assignment rules and can go to individuals or queues. - Web-to-lead will generate up to 500 new leads per day. - Web-to-case will generate up to 5000 new cases per day - An auto-response rule automates sending a template email response to these new leads, for example: thanking them for their interest, or notifying them of a current promotion.
How can you customize Reports?
- Add up to 20 additional filters to a report - Prevent viewers from editing filters by locking them Use filter logic to govern how and when filters apply to your repsorts - See data grouped together by Bucket Columns - See how many distinct values your report returns with a unique count
What is a Campaign?
A campaign is a marketing project that you want to plan, manage, and track within Salesforce. It can be a conference, webinar, print advertisement, email, or other type of marketing program. The campaign stores information, such as start date, end date, expected revenue, budgeted cost, and actual cost.
Record Pages
A collection of several components within a single web page. You can customize the page and position of it's components using Lightning App Builder
What is a Workflow Rule?
A workflow rule sets workflow actions into motion when certain conditions are met. Actions can take place immediately, or on a specific date, according to a trigger. Evaluation Criteria --> Rule Criteria --> Actions (Task, email alert, field update, outbound message, etc) --> Time Triggers --> Actions Use migrate to flow tool to convert workflow rules into flows
The VP of sales has changed the naming convention for opportunities to make it more uniform across the company. The sales manager wants to update multiple opportunity names for his sales team in Europe using his "Team Europe" list view in SF. Which two user interface settings should be used to allow users, with all required profile permissions, to edit records in List Views? A. Enable Inline Editing B. Enable Enhanced Lists C. Enable Enhanced Page Layout Editor D. Enable Enhanced Profile List Views
A, B
Ursa Major Solar is growing internationally. An admin receives details of a new hire in the Tokyo office who requires access to the SF org. Which two requirements should the admin consider when creating a new users in a production SF org? A. Usernames must be unique across all production SF orgs B. Usernames must be in the form of an email address C. Usernames must be the same as the user's email address D. Usernames must include the company's email domain
A, B
Platform-event triggered flow
Launches when a platform event message is received. This autolaunched flow runs in the background. Ex: A returned order, tracked by an outside system, raises a platform event in SF. When this event is received, update the status of the order to returned, and notify the sales rep
Record-triggered orchestration
Launches when a record is created or updated. An orchestration lets you create a multi-step, multi-user process Ex: An orchestration is an application that builds sophisticated business processes by combining and coordinating a series of flows. Orchestrations are user-centric. You can manage processes that involve different users and different parts of your organization through one orchestration. Flow orchestration allos you to monitor operations and improve efficiency
Record-triggered flow
Launches when a record is created, updated, or deleted. This autolaunched flow runs in the background - Before-save updates are a type of record triggered flow that can run before a record is initially saved and may update the fields in the record prior to the save - Differentiator for flow is it can occur before/after save and before delete whereas other automation tools discussed happen only after save Ex: automatically notify the account owner and their manageer when a closed lost opportunity is deleted
Autolaunched flow (no trigger)
Launches when invoked by Apex, processes, REST API and more. This autolaunched flow runs in the background Ex: a process fires when an user is dactivated. One of the actions is an autolaunched flow that removes the user from all Chatter groups
What are the general Assignment Rules for leads/cases?
Lead (or case) assignment rules assign leads or cases to individual users or queues based on the criteria you specify within the rule. - Only one rule can be in effect at any time. - Each rule can contain multiple entries, routing records according to several criteria.
What are the general Auto-Response rules for leads/cases?
Lead (or case) auto-response rules respond to the web submission of leads or cases with a specific email, based on the criteria you specify within the rule. - Only one rule can be in effect at any time. - Each rule can contain multiple entries, sending a different email template based on the criteria you set. - Users do Not get Auto-Responses. Example: Auto-response rule for Web Promotion: - Leads from the Technology industry receive an email response with information about our current technology industry promotion. - Leads from other industries, or where the industry is left blank, receive the regular default email template.
How to delete and transfer records in SF
Mass Delete Tool: allows you to delete standard object records that meet specific criteria - A list of all records to be deleted will display, giving you the opportunity to check the deletion for accuracy. - The tool will alert you of any child records that would also be deleted. - Deleted records are stored in the recycle bin for 15 days, unless you Permanently delete. Mass Transfer Tool: allows you to transfer multiple accounts, leads, service contracts, and custom objects from one user to another - Depending on the object, you may have options to transfer related records, as well. (Ex: Opportunities and Contacts can be transferred along with Accounts)
What is the Data Loader?
The Salesforce Data Loader is an application for the bulk import or export of data. More robust than the import wizard, you can use it to: - Insert, update, delete, export, or upsert Salesforce CRM records for both standard and custom objects for up to 5,000,000 records. - Obtain Salesforce record IDs. - Save mappings for later use. - Fully supported for both Windows and Mac OS X. - Client based application that requires installation and authentication.
Approval Process Use Cases
Time-off approval: employee submits request for time off and it must be approved by their manager Expense report approval process: an expense report submitted post-travel must be approved by a manager and the finance department Discount approval process: a sales manager must approve a customer discount for over 20%
What can admins configure in Chatter?
User access based on their profile Email notifications Invitations to coworkers and customers Feed tracking for objects and fields
Running User
determines whose data is visible on the report or dashboard. The running user must have access to the folder in which the report or dashboard is saved
Object-Specific Actions
let users create records or log details about calls or other interactions. The difference between this and Global actions is that you can only add these actions to record detail pages, since they are automatically associated with a specific object. Created from the Buttons, Links, and Actions related list of the object.
What are Reports?
lists or summaries that allow you aggregate and analyze your data in different ways - Can be built from scratch using available report types OR created from other reports - Must be saved in a custom, private, or public folder - Can be overwritten or deleted
Custom Lead Field
must be mapped manually to custom Account, Contact and Opportunity fields. Custom lead fields should be mapped to other custom fields of the same data type. Custom Lead Picklist, Text, Text Area, and Auto-Number can be mapped to various text fields with specific consequences.
How to test and debug a flow
the debug option in Flow Builder is a great tool to have at your disposal. Consider testing each step of your flow before activating for your users. - Debug allows you to test your flow and see Flow details in real time. - This lets you see if your Flow is successful, and if it's not, let's you pinpoint exactly where something went wrong. - Debug is especially useful for testing Screen Flows and works with some record-triggered Flows.
Order of Execution
When users attempt to save a record, rules and processes execute in a specific order: Validation Rules Assignment Rules Auto-response Rules Workflow Rules Processes Escalation Rules
How to Customize Related Lists
- Click Back in the App Builder header. - From the Setup menu, select Setup.Setup opens in a new browser tab. - Click Object Manager, then find and click Energy Audit in the list of objects. - Click Page Layouts, then Energy Audit Layout. - Scroll down to the Related Lists section. - In the palette, click Related Lists, and drag the Files element down to the Related Lists section.With the Files related list, Ursa Major Solar sales reps can add files to a record and see a list of files associated with the record. - Click Quick Save, then click Yes.
What are best practices for Data Import?
- Create any necessary fields prior to the import - Clean up data prior to import - Avoid duplicates by exporting any necessary recrod ID fields or using a proper matching type - Use an External ID when working with records from a 3rd party system - Prepare and upload a test batch ** To minimize risk of users modifying records during an update, do not update existing records during business hours ** Check if any automation is set up, such as validation rules, workflow rules, process builder or flow, and deactivate if necessary before you import or update data
How to create a custom Lightning Record Page
- From the App Launcher, find and select Energy Consultations, then click the Energy Audits tab. - Open the All list view. - Select Burlington evaluation. - From the Setup menu, select Edit Page.The page opens in the Lightning App Builder. - In the page properties, change the Label to Energy Audit Record Page for Sales. - Change the API Name to Energy_Audit_Record_Page_for_Sales. - Click the Details tab on the canvas, then click the Record Detail component (where the fields are).There are all the fields for the Energy Audit object. But they're all in one non-customizable block. With the click of one button, we can change that. - In the properties pane, click Upgrade Now to start the Dynamic Forms migration wizard. With Dynamic Forms, you can migrate the fields and sections from your existing record pages into individual components. Then you can configure them just like the rest of the components on the page—adding more, removing some, or moving them around-giving your users only the fields and sections that they need. - Step through the wizard, select Energy Audit Layout, then click Finish.The right-hand column is almost empty, and the fields could be in a better order. Let's fix that. - Click the Audit Notes field and drag it to the right column, above Owner. - Do the same for the Type of Installation field. - If it's not already there, move Account below Energy Audit Name. - Click Save, then Not Yet. Activating the page makes it available to your users. This page isn't quite ready for users, however. Maria wants to add a related list.
What capabilities are available in Chatter?
- Use the Chatter Feed to view: What I follow, To Me, Bookmarked, Company Highlights, My Drafts. - Admins can enable out-of-office messages and users can set personal out-of-office messages directly on their chatter profiles. Chatter Streams: Create your own personalized feeds from Groups, People, and records like opportunities or accounts. OOO and Emojis: Admins can enable out-of-office messages from Chatter Settings in setup. Once enabled, users can set a personal OoO message directly from their Chatter profile. Users can also personalize their Chatter posts with emojis. Recommendations: Einstein Recommendations lists people, groups, and objects that Einstein recommends to you. You can follow someone or something on the list or click Skip to dismiss one recommendation and invite another.
How to create a compact layout
- find and open the compact layouts node in Setup for Energy Audit.From Setup, click Object Manager.Click Energy Audit to open the object and then click Compact Layouts. - you can see that the System Default compact layout is assigned as the primary compact layout right now. We're going to change that. - click New. - give the compact layout a label: Energy Audit Compact Layout. - Add these fields to the compact layout, in this order:Energy Audit Name, AccountAnnual Energy Usage (kWh), Average Annual Electric Cost, Type of Installation - Click Save. Now let's set the compact layout that you created as the primary compact layout for the object. This step makes the compact layout the new default for the Energy Audit custom object. - Click Compact Layout Assignment and then Edit Assignment. - Select Energy Audit Compact Layout and click Save.
Use Cases for Salesforce Flow
1. Create a guided tutorial or wizard with screens: out of the box screen components (text boxes, radio buttons, file-uploads); Lightning components 2. Set up automated tasks and processes: Flow Builder or Process Builder; Custom Apex code to fill any functional gaps 3. Connect to external systems: send/receive platform events via Flow Builder and Process Builder 4. Add automation to your pages and apps: LIghtning pages; Experience Builder pages; utility bar in LIghtning App 5. Reuse what you build: Subflows in Flow Builder; Invoke another process in Process Builder; Invoke an email alert, outbound message
Steps to build a flow in Flow Builder
1. Define resources 2. Add elements 3. Connect elements 4. Set Start element
How can we track billing issues with Salesforce?
1. Accounts Receivable can create and manage billing cases. 2. The support cycle for billing cases is: new, working, escalated, and closed. 3. Billing cases capture the same information as support cases, except: - Billing cases do not contain the bug number or product. - Billing cases contain the invoice number and account credit status. - Account credit status is only visible to Accounts Receivable and executives.
How can you customize the Mobile App?
1. Add and customize the actions in the publisher 2. Configure a Launchpad screen for easy access to commonly used info 3. Customize compact layouts to display the most useful info 4. Change the order of items listed in the navigation menu 5. Enable caching and offline edit to allow users to work while offline 6. Two options: The Mobile App or Mobile Web Browser 7. Enable Lightning Apps for Mobile to utilize them in the mobile app
Types of custom buttons/links
1. List button - appears on a related list on an object record page 2. Detail page link - appears in the links section of the record details on an object record page 3. Detail page button - appears in the action menu in the highlights panel of a record page
Basic scenarios in user engagement
1. Onboarding: show users where to begin and what's new or changed. Get them to the 'aha moment' quickly 2. Feature discovery & adoption: help beginners become experts. Help expereienced users learn new things. Raise awareness of new features and releases 3. Troubleshooting help: Provide just-in-time prompts that help users learn by doing. Offer reliable resources and access to support 4. Deeper learning: give users the skills and information they need to get as much value as possible out of your product or application
Questions to ask when creating a custom report
1. Report type: what object and related objects do you want to report on? 2. Scope: whose records do you want to see and for what time frame? 3. Columns: what columns do you want to see? 4. Format: do you want records displayed in a list (tab), grouped (summary), in a grid (matrix), or in blocks (joined)? 5. Grouping: which fields do you want to group by? 6. Summaries: which numerical fields do you want to display as group subtotals and grand totals? 7. Filters: what add'l filters do you want to limit the records you see? 8. Highlights/Charts: do you want to display summarized data with highlights or as charts?
A new employee is trying to login to SF, but is having trouble and getting login error messages. He reaches out to the SF admin for help. What should the admin do first to troubleshoot login error messages? A. Check the user's login history related list on the user record B. Review entries in the Setup Audit Trail C. Login as the user to view the error message D. Search the debug log for the error message
A
A new hire at Ursa Major Solar has joined the customer service team to interact with customers and handle cases. This user needs access to the Service Console to manage the cases and customer information. What should an administrator do to assign a Service Cloud user license to a new user? A. Enable Service Cloud User on the user record detail page B. Clone the Sample Console and assign it to the user C. Create a new permission set license assignment D. Enable Service Console in Support Settings
A
The Exec Team at Ursa Major is exploring ways to increase protection of the org's SF data from unauthorized access. It has been proposed to leverage the Trusted IP Ranges feature. What is a benefit of entering Trusted IP ranges in the network access section? A. Users who login within the network are not required to verify their identity B. All attempts to log in from outside the network are denied C. Users are unable to log in through the API on networks not marked as trusted D. AppExchange packages can communicate with an external site
A
The admin is asked to deactivate the SF user account for an employee who has recently left the company. When a user account is deactivated, what happens to the associated license? A. The license becomes available for reassignment B. The license is deleted C. The license is removed from the billable licenses for the org D. The license is automatically assigned to another user
A
What is a Business Process?
A business process describes the set of status values, or milestones, that a record goes through from the point in time it is "new" until it is "done." The definition of 'done' varies with the type of record.
Compact Layouts
Control which fields your users see in the highlights panel at the top of a record Control the fields that appear in the expanded lookup card you see when you hover over a link in record details, and in the details section when you expand an activity in the activity timeline
What does the page layout editor let you do?
Control which lists of related records and custom links users see Control which standard and custom buttons appear on records and related lists Control which quick actions appear on the page
How to deploy a flow by persona
Admins: - Deploy flows from a cusotm button or link, custom action, standard Lighning Component, or Utility Item - Start flows from processes - Use Debug Logs to see real-time details of what the flow does - Troubleshoot flow with the flow fault email Developers: - Create Lightning pages or Visualforce pages to deploy flows Users: - Run flows if they have the "run Flows" permission
Dynamic Forms
All you to migrate the fields and sections from your existing record pages into invidividual components
Quick Actions
Allows users to quickly perform tasks, such as create a new record, send emails etc. With custom actions you can make users' navigation and workflow as smooth as possible
Which tools can be used to give an end user permissions in Salesforce? (Choose two answers.) A. Profiles B. Role Hierarchy C. Permission Set Groups D. Public Groups
Answer(s): A. Profiles C. Permission Set Groups
It's important for Universal Containers to always convey a consistent message. When marketing reps talk with leads, they should follow a specific script written by the marketing manager. An administrator is planning to take the script and create a flow with it. What flow element would an administrator use to present the script? A. Screen B. Loop C. Assignment D. Variable
Answer(s): A. Screen
What does the report type determine when a new report is created? (Choose two answers.) A. The objects included in the report B. Whether the report can be displayed in a dashboard C. The default columns in the report D. Whether the report can contain a chart
Answer(s): A. The objects included in the report C. The default columns in the report
A system administrator is creating new user records for a new hire class starting next week for the Service team. The first few records created with no issues, but this last one is not saving properly. What could be the issue? (Choose two answers.) A. The username is not unique. B. The time zone is different from the corporate default. C. The Manager field is left blank. D. A license is not available.
Answer(s): A. The username is not unique. D. A license is not available.
The Service team is reporting that case records are getting cluttered with components that are not always relevant. They want a more efficient interface with the most frequently used components at the top of the page. How can a system administrator accomplish this? A. Use Lightning App Builder to make rearrange and/or remove the components. B.Create a page layout, service process, and record type for the case object. C. Use Page Layout Editor to rearrange the fields and sections. D. Create a Flow to make the components conditionally visible.
Answer(s): A. Use Lightning App Builder to make rearrange and/or remove the components.
An administrator has imported a file of leads and noticed that some records failed during the import. What could have caused this? (Choose two answers.) A. Locale Settings were incorrect B. A required field was not in the import file C. The owner was not assigned D. A custom validation rule was enforced
Answer(s): B. A required field was not in the import file D. A custom validation rule was enforced
The Marketing team at Universal Containers is responsible for creating new leads and distributing them to different regional sales groups for qualification. How can a system administrator automate this process? A. Create a queue for the marketing team and a flow to notify the team each time a lead is assigned to the queue. B. Create a queue for each regional group and a lead assignment rule to route leads to the queues. C. Create a default sales team for each regional group and a lead assignment rule to route leads to the default sales team. D. Create a queue for each regional group and a validation rule to enforce that the leads are assigned to the correct group.
Answer(s): B. Create a queue for each regional group and a lead assignment rule to route leads to the queues.
A system administrator at Universal Containers incorrectly imported a set of lead records from a .csv file they received from the Marketing Manager. They need to remove some of the records from Salesforce quickly before users begin to work with the incorrect records. Which tool should the administrator use to complete the task? (Choose two answers.) A. Salesforce roll-back B. Data loader C. Mass Delete D. Import Wizard
Answer(s): B. Data loader C. Mass Delete
The Support team has a case record type for refund requests. The account owner should be notified when a refund request is entered for one of their accounts. What tool would the administrator use to fulfill this requirement? A. Assignment Rules B. Flow C. Chatter Post D. Escalation Rules
Answer(s): B. Flow
The Accounts Payable team would like to automate the creation of an invoice record on a custom object when an opportunity is marked as Closed Won. Which automation tools could be considered for this requirement? (Choose two answers.) A. Workflow Rule B. Process Builder C. Flow Builder D. Assignment Rule
Answer(s): B. Process Builder C. Flow Builder
Universal Finance has segmented its customer base into two categories: High Wealth and Retirement. High Wealth accounts should be visible to the High Wealth sales team members only. Retirement accounts should be visible to all sales users. How can a system administrator accomplish this? A. Create a new profile for Retirement sales team members and remove read access to High Wealth account records. B. Set the organization-wide default sharing to private and create sharing rules to share High Wealth accounts with the High Wealth team members public group and Retirement accounts with all sales users. C. Create a new record type for the High Wealth accounts and share the record type with High Wealth sales team members. D. Set the organization-wide default sharing to public read-only and create a sharing rule to limit access to High Wealth accounts.
Answer(s): B. Set the organization-wide default sharing to private and create sharing rules to share High Wealth accounts with the High Wealth team members public group and Retirement accounts with all sales users.
Silvio, the team leader of the LACA regional sales team, has asked that his sales team have the ability to view the number of open opportunities related to each of their accounts while viewing the account record. Currently they have to scroll to find that information and are reporting this is taking valuable time while they are on the phone with a customer. Silvio wants to do everything we can to help his team meet their quotas this quarter. How can a system administrator accomplish this? A. Create a new account record type B. Create a custom formula field C. Create a roll-up summary field D. Create a lookup field from accounts to opportunities
Answer(s): C. Create a roll-up summary field
Universal Containers set the organization-wide default settings for account to private. The system administrator has added a new role to the role hierarchy. Users assigned to the new role need read access to accounts owned by other members of the role. How can an administrator accomplish this? A.Select Grant Access Using Hierarchies for accounts. B. Add the role to the account teams. C. Create an account sharing rule. D. Create a public group for the role.
Answer(s): C. Create an account sharing rule
Sales representatives at Universal Containers perform the initial steps in the lead qualification process and sales managers complete the final qualification steps. Universal Containers' requirements include those listed below: Sales managers can access all lead status values. Sales representatives can only access the first three lead status values. Sales representatives cannot access the final two lead status values. How can a system administrator meet these requirements? A. Use field-level security to restrict access to the lead status values. B. Create two separate page layouts. C. Create two separate lead processes and record types. D. Create a validation rule to prevent lead conversion.
Answer(s): C. Create two separate lead processes and record types.
An administrator needs to prevent users from exporting reports. Which tools could the admin use to accomplish this request? (Choose two answers.) A. User Record B. Permission Set C. Profile D. Muting Permission Set in Group
Answer(s): C. Profile D. Muting Permission Set in Group
A system administrator has gotten a request from the Accounts Payable team for new fields to capture additional details on customer contracts. There are several standard fields on the contract object already that be could possibly be used instead of creating new fields. What customization options are available for those standard fields? (Choose two answers.) A. Delete standard fields B. Change the field type of standard fields C. Remove non-required standard fields from a page layout D. Rename standard field labels in the user interface
Answer(s): C. Remove non-required standard fields from a page layout D. Rename standard field labels in the user interface
Which statement about the Salesforce Mobile App is false? A. Custom fields, objects, record types and page layouts are available on the Mobile App. B. Salesforce app can be accessed from the browser on a mobile device. C. You can change an opportunity's price book. D. The Navigation menu is editable on the Mobile App.
Answer(s): C. You can change an opportunity's price book.
A purchase order requisition is going through the approval process. For amounts over $10,000 a group of managers must all review and agree to the approval. What does the administrator need to set on the approval to make this happen? A. Approve or reject based on the first response B. Set the first response approval from all selected approvers C. Require unanimous approval from all selected approvers D. Formula fields can reference themselves in the formula
Answer(s): C.Require unanimous approval from all selected approvers
The Support team at Universal Containers wants to reassign ownership of cases related to a new product that have not been resolved after 3 hours. These cases should be owned by Tier 2 Agents. The Service Managers are also asking to be notified when/if a case changes ownership. What Salesforce tool can an administrator use to most efficiently meet these requirements? A. Create an Escalation Rule B. Use Flow to reassign ownership of cases related to that product and send an email to the Service Managers C. Create a case assignment rule to reassign ownership of cases related to that product and a flow to send an email to the Service Managers D. Create a process using Process Builder to reassign ownership of cases related to that product and send an email to the Tier 2 Agents
Answer(s): Create an Escalation Rule
Universal Containers has set the organization-wide default settings for accounts to private. Amy and Bob are on separate sales teams but are assigned to the same role in the hierarchy. Amy is a member of the "Sales West" public group and needs access to all accounts owned by Bob, a member of the "Sales East" public group. How would Amy obtain access to only Bob's accounts? A. Add Amy to the "Sales East" public group. B. Create a sharing rule between the "Sales West" and "Sales East" public groups. C. Add Amy to the role above Bob in the role hierarchy. D. Add Amy to Bob's default account team.
Answer(s): D. Add Amy to Bob's default account team.
Email-to-case
Automatically creates a case from an inbound email. Uses the sender's email address to associate a contact to the case. Uses email content to auto-populate case fields. Automatically associates customer email replies, including attachments, with the case. Triggers assignment, auto-response, escalation, workflow rules and processes.
The admin is notified that one of Ursa Major's employees is going on leave for a few weeks. Ursa Major does not want the employee logging in to SF while on leave. What should the admin do to prevent a user from logging into SF temporarily? A. Reset the user's password B. Freeze the user's account C. Change the user's login hours D. Delete the user's account
B
An email notification should be sent to the Customer Service Director when high priority Cloud Kicks cases are created.
Create a workflow rule to send an email alert to the Customer Service Director when a case is set to high priority.
Cloud Kicks cases should be sent to a specific group of support reps.
Create an assignment rule, and a queue if one does not already exist.
Cloud Kicks customers should receive a branded automatic email when they file a case on the website.
Create an auto-response rule and an email template for the email
Ursa Major Solar wants to ensure that all of its locale settings are up to date and consistent in the SF system. The admin is going through the process of making updates and configuring parameters for this info. Which two sets of parameters are configured using Locale settings? A. Business Hours and Holidays B. Time and Number Display Format C. First/Last Name and Date format D. Phone Number and Currency Format
B, C
Solar components and systems supplier, Ursa Major Solar wants to ensure that the information is up to date on their Company Information page in Salesforce. Which set of information can an administrator specify in the Company Information page? A. Business hours, translation settings, corporate currency. B. Organization name, default time zone, default language. C. Primary contact, chatter settings, set domains. D. Fiscal year, password policies, default time zone.
B.
What are the Opportunity Management tools in Sales Cloud?
Big Deal Alerts Automatically email users whenever an opportunity reaches a threshold of amount and probability. Einstein Opportunity Scoring Let artificial intelligence help the team focus on the right opportunities. Each opportunity is given a score, from 1 to 99, which is available on opportunity records and list views. Use scores with reports, list views, workflows, processes and flows. Kanban View Kanban views show records in a graphical way that helps you monitor your work and keep deals moving ahead. Toggle between list views and Kanban to view your opportunities in a drag and drop graphical interface. Opportunity Splits Make it easy for your sales reps to collaborate and share opportunity revenue by enabling opportunity splits and customizing them for your business process.
Name some use cases for Cross Filters
Cross filters help you fine-tune your results without writing code or using formulas. The most common use case is exception reporting. Here are some examples that the sales team at Ursa Major Solar has requested. Accounts with Opportunities: Accounts with opportunities that are stuck in the early stages of the sales cycle. Lance would like to spend the afternoon doing outreach to these accounts to see if he can move them along to the next stages. Stale Opportunities: Opportunities without activities in the past 90 days. Erin doesn't want to waste time calling these opportunities. Orphan Contacts: Contacts without accounts. Lincoln Ulrich, Ursa Major Solar account executive, wants to add these contacts to accounts or scrub them away.
What does the Lightning App Builder allow you to do?
Control which components appear on Lightning pages Create custom Lightning pages for different apps and users Control which fields appear on record pages
How can you customize a home page in Lightning App Builder?
Customize a homepage to bring relevant updates, details, and summaries to your users with Lightning components. - Apply standard or custom Lightning components - Update component properties - Assignable to user profiles Add Report Charts to help users track their performance against their goals. Use the Lightning App Builder to build: - Custom apps and add your colors and branding - Dashboard-style apps, such as apps to track top sales prospects or key leads for the quarter - "Point" apps to solve a particular task, such as an expense app for users to enter expenses and monitor expenses they've submitted - Custom record pages for your objects, tailored to the needs of your users
What does the Data Import Wizard do?
Data Import Wizard allows you to import new records, update existing records, or both for accounts and contacts, leads, solutions, campaign members and custom objects. With the Import Wizard you can: - Import fewer than 50,000 records - Choose whether or not to trigger workflow rules and processes - Prevent duplicates by selecting a match type. Different matching types are available for each object
Data Validation & how to maintain
Data Validation: ensuring the integrity of data before it is saved by preventing users from saving invalid field values. 1. System Data Validation (out of the box) - Setting simple field properties to ensure valid data entry - Field data type, Required field, Unique field 2. Custom Validation Rules (validation you build) - Enforce more complex conditions, involving one or more fields, specific to your business processes
All new Cloud Kicks cases should be addressed within 24 hours. If not, the case should be re-assigned to the Customer Support Director.
Escalation Rule
Escalation Rules (Cases ONLY!)
Escalation rules allow you to define automated actions when cases with specific criteria are open after a specified period of time. They can help you identify when cases have fallen outside of an intended service level. Automatically re-assign a case and/or notify a user if the case is not dealt with within a certain period of time. Choose to change owner to a queue or to another user. Configure rule entries to define the order, criteria, and escalation actions. Specify time frame (mins, hours) for escalation if case has not been closed Consider enabling early triggers in Support Settings
Screen Flow
Guides users through a business process that's launched from Lightning pages, quick actions, and more Ex: Sales reps use a simple wizard to enter opportunity information. The flow walks the end user step by step until task is completed. Flow uses that input to create opportunities, opportunity products, and quotes
Schedule-triggered flow
Launches at a specific time and frequency for each record in a bath. This autolaunched flow runs in the background Ex: 1x per month, automatically deactivate users who havent' logged in for 3 months or more
What are the Sales Productivity Tools in Sales Cloud?
Forecasting Forecast sales from the opportunity pipeline and track progress towards goals. Quotas Set up quotas so that users can see quotas and quota attainment information with their forecasts. Sales Path Boost productivity and help reps gather complete data. Create paths to guide your users through steps of a business process, such as working an opportunity from a fresh lead to a successfully closed deal.
Available Chart Types
Horizontal/Vertical Bar, Line, Staked Bar, Donut, Funnel, Scatter Chart
Service Cloud Lightning Tools
Omni-Channel Omni-Channel routes work requests to the most available and qualified support agenda in the console. Macros Run macros to complete repetitive tasks with a single click. (Ex: selecting an email template, sending an email to a customer, updating the case status) Macros help your team save time and add consistency. Quick Text Insert predefined messages, like greetings, answers to common questions, and short notes in emails, chats, events, tasks, knowledge articles. Knowledge Create and manage a knowledge base with your company information, and securely share it when needed. Create data categories to organize articles, answers, and ideas.
Define Process Builder and its considerations
Process Builder lets you automate business processes with multiple criteria nodes. - Processes do not support outbound messages, but the Call Apex action can be used to provide similar functionality. - Actions are executed in the order in which they appear in the process. - Criteria nodes and actions cannot be reused in a process. - The process admin receives a fault email if the user who caused a process to start is inactive when Salesforce tries to execute scheduled actions.
What is a Record Type?
Record types allow you to offer users different page layouts and picklist values for different business scenarios, based on their profiles. Each object has a default master record type, but you can create new ones. Record types can also be assigned to users through permission sets. This allows you to assign record types to individual users, rather than simply all users in a particular profile.
What are Report Types?
Report types are predetermined combinations of related objects and their fields that are used as starting points when building new, custom reports. - Determines filters available, default columns, and objects/fields available.
What Data Backup options exist?
Reports: Export specific data to .csv or .xls (manual) Data Loader/Dataloader.io: Export specific data to CSV, Excel or another database (manual or automated) Data Export: Obtain a complete set of SF data for archiving (export specific data to CSV) - Files generated weekly / monhthly - Include SF Files and SF CRM Content - Does not include Metadata backups - Process can be automated
Core Flow Types
Screen Flow Schedule-triggered flow Autolaunced flow (no trigger) Record-triggered flow Platform event-triggered flow Record-triggered orchestration
Click path for Custom Validation Rules
Setup | Object Manager | "Name of Object" | Validation Rules - Validation rules allow you specify your biz-speciic criteria to prevent users saving invalid data in one or more fields - Ex: Opportunity discounts must not exceed 20%
What can you download on the SF AppExchange?
Solutions tailored to your industry Apps Flow solutions Analytics packages Dashboards Call recording solutions Admin tools Productivity tools Components
What types of filters exist in Salesforce Reports?
Standard Filter: apply to most objects - show me (filters around common groupings like accounts); date field (creted date, or date range) Field Filter: available for reports, list views, workflow rules. Filter Logic: add Boolean conditions to control how field filters are evaluated. Requires at least 1 field filter Cross Filter: filter a report by a child object using WITH or WITHOUT conditions. Ex: if you have a cross-filter of Accounts with Opportunities, click Add Opportunity Filter and create the Opp Name = ACME subfilter to include only those opps Row Limit: for ungrouped/tabular reports, select the max number of rows to display, choose a field to sort by, and speficy the sort order
What are Activities?
Tasks: to-do, call log, email Events: User-scheduled interactions, with a start and end date, which appear on calendars. Tasks and Events are activities. They can be customized just like any other object. - A lot of people think of tasks as just to dos or reminders. But in Salesforce a completed task is created for logged calls and emails. - Tasks have a Due Date, which is set to the current date when a user marks it as complete. For calls, mail merges, and emails, the Due Date is the date the task is created. - Events have a start and end date. When the start date is reached, the event becomes completed automatically. - Automations, specifically workflow rules, can be used to create a task
What is the SF AppExchange?
The AppExchange is an online marketplace where Salesforce customers can share and install apps, and partners can publish apps. Need additional help? Customers can also team up with Consultants and Developers on the AppExchange.
What is a Dashboard?
Visual representation of data from multiple reports ran as a specific user. - Display data from custom source reports. - Use a running user to determine what data is visible. - For Dynamic Dashboards, set the running user to the dashboard viewer. - Display data as of the last time the dashboard was refreshed. - Can have up to 20 components per dashboard. - Drill down into dashboard data using filters.
List the Declarative Automation Tools
Web to lead Assignment rules Auto-response rules Web-to-case Email to case Escalation rules Big Deal alerts Update reminders Workflow Process Builder Approval processes Validation rules Flow
What are Faults?
When a screen flow contains elements that interact with the database (in our case, Create Records), there's a chance it can fail. Faults are exceptions that can happen during the processing of a flow, displaying either a customized or default error message. Ex: Let's say a required field is not built into the Flow but is required in the database. If this is the case, the information can't come into the system. You can display detailed fault messages by building a fault screen to explain what's going on to users
Questions to ask when defining an Approval Process
When designing an approval process, certain questions need to be asked so that the process meets the needs of the organization. Approval processes are designed to meet specific needs and should be tailored to be most effective and efficient. Think about who needs to be included and when, as well as what they should see and how. 1. Submit for Approval: who should be able to submit records? 2. Entry Criteria: - Which records should enter this process? - What settings should apply to the whole process? 3. Initial Submission Actions: What happens when a record is submitted for approval? 4. Approval Steps: - Who should records be routed to? - What happens when a record enters this step? Final Approval Actions: what happens when a record is approved? Recall Actions: what if the record is recalle? Final Rejection Actions: what happens when a record is rejected?
Global Actions
You create this type of quick actions in a different place in Setup than you create object-specific actions. They're called global actions because they can be put anywhere actions are supported. Use global actions to let users log call details, create records, or send email, all without leaving the page they're on. If an object page layout isn't customized with actions, then the actions on those object record pages are inherited from the global publisher layout.
