SFDC Sales Cloud Certification - NaBil

What page layout setting will trigger an evaluation of the account against territory rules?

"Evaluate this account against territory rules on save" checkbox option under Layout Properties.

The person account icon corresponds to the ________ field.

"Is Person Account"

Which filters are enabled when using Account Teams?

"My" and "My Teams" standard filters

You have an Opp in the Value Proposition stage, for an amount of $1000 that had a 50% probability of closing. If all goes well, and the Opp closes, how much revenue will be realized?

$1000.00

What are 3 benefits of Salesforce for Google AdWords?

- Correlate clicks on Google advertisements with Salesforce leads - Analyze which keywords and advertisements are generating leads, sales opportunities, and new customers - Measure effectiveness using the Google AdWords dashboard and intelligently optimize your AdWords campaigns

What are 2 ways to save time with Campaign Design?

- Create Templates - Clone Workflow rules

What are design considerations for Faster Response?

- Create alerts for neglected leads - Leverage field updates to change the lead owner - Converted and qualified lead alterations - Build and monitor reports - Use Dashboards

What are 2 design considerations for HTML Email Reporting?

- All users can only report on their own HTML email activities - Only workaround is to export data

What are the four key forecasting fields?

- Amount - Stage - Probability - Forecast Category

Chatter Feed Tracking

Administrator settings that determine which records can be followed and which fields can be tracked in Chatter feeds. Enabling an object for feed tracking allows people to follow records of that object type. Enabling fields for feed tracking allows users to see updates on the Chatter feed on the Home tab when those fields are changed on records they follow.

What is Adoption?

Adoption is the process of getting users to willingly use your application due to a perceived value to their lives

What is the benefit of Advanced Currency Management?

Advanced currency management allows you to manage dated exchange rates within opportunities using Salesforce. Dated exchange rates allow you to map a conversion rate to a specific date range.

What is a benefit of using Advanced Currencies?

Advanced currency management allows you to manage dated exchange rates within opportunities using Salesforce. Dated exchange rates allow you to map a conversion rate to a specific date range. Dated exchange rates are defined using a start date and a conversion rate. Each rate is in effect until either the end of time or the day before the next start date for that currency.

What are the steps to enable email marketing?

- Consider your audience - Determine targeted recipients - Set distribution goals - Analyze/develop templates to maintain branding - Send mass emails to targeted audience - Track response rates - Evaluate results and review revenue impacted through reports

What are the 4 steps to get started with Person Accounts?

- Create at least one record type for accounts - Enable person accounts - Contact salesforce.com to request your person account - Assign person account record type to any profiles that should have access to Person Accounts.

What are 4 ways to improve sales rep productivity?

- Create more selling time - Provide a Faster New Hire Ramp - Provide 360 degree view of the customer - Give better visibility (reports)

What are the 4 steps for managing Products?

- Create products - Define standard price, and activate product - Optional: Create Custom Price Book - Optional: Set the list Price, for each Product, in each Custom Price Book

What permissions are given a user when the "Marketing User" checkbox is enabled on the user record?

- Create, Edit, Delete, and Clone Campaigns - Manage campaign members - Edit advanced campaign setup

What are 4 examples of qualification questions?

- Current Situation - Product of interest - Timeframe - Key Decision Makers

When should you create a Revenue Schedule?

- Customers make payments - Receive the product all at once Example: a new car

When should you create a Quantity Schedule?

- Customers pay all at once - Receive the product in increments Example: magazine subscription

When should you create a Revenue and Quantity Schedule?

- Customers receive what they order on a delivery schedule - Customers pay for those products using a payment schedule

What are the prerequisites for enabling Territory Management?

- Customizable forecasting - Sandbox - Optimized Role Hierarchy

What are design considerations for Website Integration?

- Data Quality - Lead Source Tracking - Landing Page Management - Auto Response

What salesforce features drive Trusted Data?

- Data Validation Rules - Find duplicates - Lead conversion - Web-to-lead - Lead Import Wizard - Force.com Data Loader

What are 4 key Sales Rep Productivity Challenges?

- Data entry - Finding information - Keeping Client Data Current - Creating Reports

What does IT provide?

- Data migration - Integration - Ongoing system ownership

What are the steps to setup campaign management?

- Determine company-wide initiative or strategy - Structure marketing programs to achieve this initiative - Create Parent and child campaigns - Define success metrics for parent and child campaigns - Execute child campaigns - Relate campaigns to deals based on success criteria - Evaluate ROI

What are the steps when building Web-to-Lead pages?

- Determine number of Web pages - Choose fields to display per page - Determine how to route submitted records - Determine process for follow up on submitted records - Evaluate success of Web landing pages through reporting - Build and deploy varied Web Pages

What are design considerations for Trusted Data?

- Determine the need for leads - Data validation rules run on import - Data validation rules and lead deduplication feature can significantly improve data quality - Record delete permission is required for record merge - Too many validation rules will frustrate the user - Consider other setting when creating data validations

How many components may a dashboard have? How many report filters may a report have?

- Each dashboard can have up to 20 components - A dashboard filter can have up to 50 options. By default, 10 options are enabled. Contact salesforce.com to extend your limit.

What do Sales Reps want?

- Ease of use - Value - Time-saving solution

What reports does the VP of Sales want?

- Easy to see high level summaries - KPIs - Sales Metrics - Team Performance

What reports do Sales Operations want?

- Easy to see summary level data - Quick access to the details or reports - KPIs - Methodology compliance reports - Customer reports - Sales metrics - Operational reports - Templates to create reports

What reports do Sales Managers want?

- Easy to see summary level data - Team and Individual Reports - Ranking Reports - Customer Reports

What reports do Sales Reps want?

- Easy to use (one-click) reports - Lists of their data - Individual reports

What are 2 challenges for Email Marketing?

- Email metrics not tied to closed sales - Email effectiveness difficult to report on

What does Vertical Response provide?

- Email solution that works with Salesforce - Send email more to 1,000 recipients - Manage lists, subscription, and spam filters - Gain email read visibility through analytics

How can you ensure that finding information is only a few clicks away?

- Embed links to common reports and views - Leverage AppExchange mash-ups to provide updates from external resources

What are the 2 options for enabling territory management?

- Enable Territory Management - Enable Territory Management from Scratch

What are the steps to set up customizable forecasting?

- Enable customizable forecasting - Define fiscal year - Set forecast settings -Customize forecast hierarchy - Set user permissions

What are 2 examples of to whom products and services as typically marketed?

- Existing customers (Contacts) - Prospects - Existing Leads (Leads) - Prospects - New Leads

When does syncing of Tasks not happen?

- For items flagged for follow-up and recurring tasks - Tasks with multiple matches

What are the 3 ways a user can override a forecast?

- Forecast Override Summary (Forecast subtab) - Opportunity Level Override (Opportunities sub tab) - Management Forecast Summary Override (Forecast sub tab)

When setting up Forecast settings, What options are available to use as the basis for forecast Amounts?

- Forecast Revenue - Forecast Quantity You can choose either, or both

What does Customizable Forecasting allow you to do?

- Forecast on a monthly or quarterly basis - Use different dates when applying amounts to forecasts - Forecast based on revenue, quantity, or both - Define additional quotas based on product families

What salesforce features drive Faster Response?

- Formula fields - Lead Workflow rules - Lead Queues - Lead Assignment rules

What are 2 best practices for Job Role?

- Groups creative Job Titles into categories - Should be a picklist of values used in reports or lists

What are 4 aspects that help lower forecast variance, and no surprises?

- High User Adoption - Trusted Data Quality - End-User Reports and Dashboards - Forecasting

What are 2 challenges without Website Integration?

- High-quality leads entry delayed - Lag time creates trust issues

What are design considerations for Sales Teams?

- Identify and auto-notify sales teams members up front - Determine if default teams can be implemented - Configure team notifications on milestones - Implement activities

What are design considerations for Contact Roles?

- Identify key contacts for a deal - Consider adding validations to ensure the decision makers are added during the sales process

What are the 3 main Qualifiers for using leads?

- If the lead volume is high - Separate unqualified data from qualified data - Necessary to validate lead quality

What are 2 Pros for the Native Mass Email Solution?

- Included in Salesforce licenses - Intuitive for users

What are 2 overall design considerations?

- Information should be entered only once - Finding information should be only a few clicks away

What are 3 typical Marketing challenges?

- Insufficient Lead Generation - Poor Alignment with Sales - Measuring Marketing ROI

When is security an issue when using Google AdWords?

- It has a private sharing model. - License manager requires access to all user data. - Place License Manager user at top of user role hierarchy

What can be a Campaign Member?

- Lead - Contact - Person Account

What are the 2 main challenge areas for Sales and Marketing Alignment?

- Lead Feedback - Lead Velocity

What are design considerations for Faster Response?

- Lead Scoring - Lead Routing

Which Salesforce features assist with Lead Qualification?

- Lead Scoring and routing - Lead Conversion - Alerts and Monitoring

What 2 examples of Campaign Goals?

- Lead generation - Brand building

Salesforce to Salesforce can be used to share:

- Leads - Opportunities - Accounts - Contacts - Activities - Products - Opportunity Products - Custom Objects

What are 3 Productivity enhancements for Activities?

- Leverage Workflow Rules - Use approvals to streamline requests - Use AppExchange productivity add-on tools

How can you ensure that Information is entered only once?

- Leverage the application to automatically update field values - Leverage hierarchies and relationships to organize data

What are 3 factors for when not to use leads?

- Low volume - Less administration required - Only sells in install base

What are the 5 steps to share records with Salesforce to Salesforce?

- Manage customization of your email templates - Invite a contact to share data - Contact receives and accepts invitation - Define the objects and fields to be sent - Define the objects and fields to be received

What are design considerations for Sales Processes?

- Map processes to methodology - Keep it simple (5-8 milestones) - Use one common tense for all sales stages - May need more than one sales process

What 2 permissions must a user have in order to use the Campaign Import Wizard?

- Marketing User checkbox - Import Leads permission

What does Eloqua provide?

- Marketing automation - Sophisticated campaign management - Visual Workflows to convey lead development

Which fields should be added to see the date that a member was added to the campaign, and the date a member initially responded to the campaign?

- Member First Associated - Member First Responded

What are the fields which may be used for matching Person Accounts when importing Person Accounts?

- Name - Salesforce Id - Email - External Id

What are 3 Mass Email considerations?

- Not recommended for marketing - Note batch limits per edition per day - List management for opt-outs and bounces is manual

What are the 5 forecast categories?

- Omitted - Pipeline - Best Case - Commit - Closed

What are the 4 types of Campaign responses?

- Online (web form) - Individual Manual Update (1-off email, or phone call) - Mass Update (use reports and list views) - Offline Response (Member Import option)

What is Pipeline?

- Opportunities in various stages - Many deals in the beginning stages - Fewer and fewer move towards close - Funnel is a an easy way to visualize the process

What salesforce features drive Sales and Marketing Alignment?

- Opportunity naming convention - Lead conversion

What are the three roles created by Partner Portal?

- Partner Executive - Partner Manager - Partner User

If using Person Accounts, it is a best practice to rename the account tabs:

- Person Account - Business Account

Campaigns should be...

- Prepared - Executed - Tracked

What are common attributes for a lead qualification?

- Product interest - Budget - Timing or urgency - Decision making power/budget authority

What are design considerations for Products?

- Product prices can be set per region - Provide product management with insight - Use the product catalog effectively (balance granularity) - Consider product bundles versus line items SKUs - Consider the Product to Assets conversion of closed won opportunities

Enabling Quotes means that ______ and ______ must be defined.

- Products - Pricebooks

What do Sales/Marketing Managers and Execs provide?

- Project champion/sponsor - Determine the business process - Identify key business metrics - Promote adoption

What do Campaign Managers provide?

- Promote adoption and buy-in - Responsible for entering data/primary system users

What are default the Late Pipeline stages?

- Proposal/Price Quote - Negotiation/Review

What are the 5 default Early pipeline stages?

- Prospecting - Qualification - Needs Analysis - Value Proposition - Identify Decision Makers

What do Analytics/BI resources want?

- Quality of data - Reliability and ability to segment data

What are the 3 schedule types?

- Quantity Schedule - Revenue Schedule - Revenue and Quantity Schedule

Your personal currency is the default currency displayed in your:

- Quotas - Forecasts - Reports

What are design considerations for Quotes and Quote Sync?

- Quotes streamline the sales process - Think carefully about the design of the product schema and understand the current quote model - Determine if the standard quotes template can be used. If not, design your own.

In which metrics are Marketing Operations/ Campaign Managers interested?

- ROI by parent Campaign - Campaign with Influenced Opportunities and ROI - Campaign Revenue by Type - Revenue by Campaign Type - Top 10 Reasons leads were not converted

What are 2 design considerations for Email Template Usage?

- Report displays usage of email templates displays 1, even if sent as mass email - No system limit on number of email templates

What do Analytics/BI resources provide?

- Reporting champions - Identify key business metrics

What salesforce features drive Greater Visibility?

- Reports - Dashboards

What is a forecast?

- Revenue projection of aggregates of individual opportunities - Can be expressed as dollar amounts, units of product, or both - Individual forecasts roll up into the forecast for entire sales organizion

What are the two business processes associated with Managing the Funnel?

- Sales Methodology - Visibility of the Sales Forecast

What are 2 challenges of Search marketing?

- Search marketing managed separately - Cannot accurately report on search word effectiveness

What reports help Manage the Funnel?

- Stage Duration Age - Forecast by Sales Rep

What are the price book types?

- Standard (Master List) - Custom (Subsets, e.g. Domestic and International)

What are 3 examples of Sales Methodologies?

- Strategic selling: ID key player, understand degree of influence, motives, etc - Conceptual selling: identify the customer issues and jointly develop a solution; develop comprehensive action plans - Large Account Management Process (LAMP): similar to strategic selling; evaluate trends and opportunities relevant to a customer

How are synched quotes identified?

- Sync Quote Field on the Opportunity - Syncing Quote field on the Quote related list on the Opportunity

What are 3 examples of values in a custom "Hierarchical Level" custom picklist that can be used for reporting?

- Tactic - Program - Initiative

After enabling territory management, which fields should be added to the Account page layout?

- Territories - Exclude from Territory Assignment Rules

What is a Campaign Influence Time Frame?

- The maximum number of days between the campaign first associated date and opportunity created date. - Campaigns associated to a contact prior to this time frame will be considered influential.

What are 4 elements of a Strong Pipeline?

- Trusted Data - Faster Response - Sales and Marketing Alignment - Greater Visibility

What are design considerations for Workflow/Approvals?

- Two huge WIIFM for Sales reps - WF rules allow reps to work on sales

What do Sales Reps provide?

- Usability feedback (day in the life) - Alternative perspective on the business process - Identify pain points to address

What two things should be used for Metrics for Search Marketing?

- Use Google Analytics for site metrics - Use Salesforce reports for lead and opportunity value

What are 3 examples of the implementation of a Sales Process?

- Use different record type/process to support each line of business - Use stages for both lines of businesses - Create approval process for certain stages and apply workflow rules when criteria is met

What is the difference between the Import Leads Wizard and the Campaign Update Wizard?

- Use the Import Leads Wizard to import new names into Salesforce as leads and directly associate them with a campaign. This is only for new prospects. - Use the Campaign Update Wizard to update the campaign response for existing Salesforce leads or contacts.

What order must data be migrated in?

- Users - Accounts - Contacts - Opportunities - Leads - Campaigns - Campaign Members

What is the "Use" access right for Price Books?

- Users can view Pricebooks and add them to opportunities - Users can add any Product within that Price Book to an Opportunity

What do Sales/Marketing Managers and Execs want?

- Visibility - No surprises - System ROI

What are 4 typical Sales Challenges?

- Weak Pipeline - Low Sales Rep Productivity - Poor Predictability - Ineffective Selling

What do Sales/Marketing VPs provide?

- Website integration - Lead gen, qualification, and distribution processes - Promote sales adoption of marketing-generated leads

What is Automatic Association of Campaign Influence?

Associate influential campaigns to opportunities when the campaign is related to a contact role on an opportunity prior to the opportunity close date

For use with Landing Pages, what type of email template can be customized?

Auto-response email template

How can Campaign Influence be auto-set?

Auto-set the association of campaigns to an opportunity or a contact

How can "lag time" be solved?

By optimizing lead assignment and scoring

How can a sales organization address the "lag time" challenge?

By optimizing lead assignment and scoring

Universal Telecom is growing fast in the emerging markets. They are spending a lot on marketing. But they do not know whether marketing spend is what is causing the growth. What is the best way for them to see the return on investment? A. A report on the number of leads generated from a campaign B. A report on how many opportunities were generated from a campaign C. A report on the number of closed/won sales that resulted from a campaign D. A dashboard on how many activities were created by the sales people from a campaign

C. A report on the number of closed/won sales that resulted from a campaign

What is Chatter?

Chatter is a collaboration application which is facebook like in a private environment. It helps you connect with co workers, allows real-time secure sharing of business information, obtain quick, informed feedback on colleagues work

What is best practice for making a product required on an opportunity?

Check the box labled "Make products required on Opportunities" as a back up - make Amount field read only . The field is en populated by the sum of all products

How do I give users read and edit access to all accounts but prevent them from seeing and editing each other's deals?

Choose Public/Read/Write for Accounts and Private for Opportunities

Define Clean Data

Clean Data is data trusted by users so they will not question it's authenticity, reliance or completeness

How can you remove columns that you don't need on a report?

Click the Customize button on the Report page and then click the Remove Column option

With Advanced Currency management, what date field on the Opportunity determines which conversation rate is used?

Close Date

Forecast Category

Closed Commit Best Case Pipeline Omitted from Forecast

How are Quotas defined in Salesforce?

Users with the appropriate permission can set their individual quota. Administrators and users with the appropriate permission can always edit any quota, and managers can always change the quotas of users that report directly to them in the role hierarchy

What is a best practice for maintaining contact data when a contact moves companies?

Create new contact at the new company and leave the old contact record intact

Which Eval. Criteria can NEVER be time-dependent?

Created and Edited.

If you are using customisable forecasting what currency will the forecast display?

Customisable forecasts will display using the currency in your quota.

What must your org have in order to enable Territory Management?

Customizable Forecasting

What is Customizable Forecasting?

Customizable Forecasting is a flexible sfdc solution for estimating revenue our organization can generate or how many items your organization can sell

Where do you configure whether or not influential campaigns are automatically added to opportunities?

Customize | Campaigns | Campaign Influence

Recommendation that you add following components when designing home page layouts for your customer portal a. Chatter, Welcome screen & Recent items b. Search, Quick create, Chatter, Recent items, Welcome screen c. Sidebar search, Welcome screen, Custom HTML d. Search, Solution search, recent items, Welcome screen, custom HTML

D

How do you disable automatically granting record access to users above the record owner in the role hierarchy?

Deselect the Grant Access Using Hierarchies

How is currency applied where a company is using multi currency?

Every user also has a personal currency, which is used as the default currency in his or her own quotas, forecasts (depending on which forecasting version you use), opportunities, quotes, and reports. Users can also create opportunities and enter amounts using other active currencies.

Who can see things on your home or profile page?

Everyone

who can see things on your home or profile page?

Everyone

What is the Forecast Hierarchy based on by default?

Existing role or territory hierarchy

What is Expected Revenue?

Expected Revenue multiples the amount and probability fields to determine the expected revenue upon close.

T/F: The probability fields affects the Amount that is rolled up into the Forecast aggregates.

False

When converting a Lead with an associated Campaign, the Campaign will follow the process and be associated to the Account. True or False

False

Sales Methodology means an industry recognized standard sales process?

False - Sales Methodology is what works for your organisation...tools such as Miller Heimen leverage learning in this area.

T/F: An opportunity can sync with all quotes simultaneously.

False, an opportunity can sync with one quote at a time.

T/F: An opportunity may be in multiple territories.

False, an opportunity may be in only one territory

T/F: The default lead owner must be a user.

False, the default lead owner may be a user or a queue.

T/F: Schedules are automatically enabled.

False, the feature must be activated

T/F: Products added to an Opp. may come from different price books

False, they must come from the same pricebook.

T/F: You can only track assets sold by your company.

False, you can track competitors assets, as well

T/F: You can apply a discount to the entire quote; there is no need to apply discounts to individual line items in the quote.

False, you cannot apply a discount to an entire quote, only to individual line items.

Customisable Forecasting must be enabled by Salesforce.com Support. True or False.

False. An Admin can do it in Setup.

Person Account functionality may be reverted.

False. It cannot be reverted.

Both Person Accounts and Business Accounts may be associated with campaigns.

False. Person accounts can be associated with Campaigns but Business Accounts may not.

T/F: Standard Fiscal Years must start on January 1.

False. The fiscal year may start with any month

Saving a custom report will save a snapshot of that data at a moment in time. True or False?

False. When saving a custom report you

T/F: Person accounts can be created via sync to Salesforce.

False. You can create new person accounts in Salesforce and view, edit, and delete synced person accounts in Outlook or Salesforce. Contacts synced from Outlook to Salesforce may be matched to person accounts.

T/F: In order to have read access to Campaigns, users must have the Marketing User checkbox selected on their user record.

False; by default, all users have read access to campaigns

T/F: A territory may have a forecast without a Territory Manager

False; if a territory has no forecast manager, there is not forecast for that territory

Manually assigning the opportunity's account to a territory changes the opportunity territory.

False; it does not change the opportunity territory

Users must view forecasts in the forecast currency.

False; users may display forecast amounts in any currency enabled for the organization, regardless of the forecast currency setting, by selecting a forecast display currency.

T/F: You must first deactivate a currency before you can delete it.

False; you may deactivate a currency, but you may not permanently delete it.

Chatter Feed Filter

Feed filters display a subset of updates in your Chatter feed on the Chatter tab.

It is a best practice to schedule a ______ for the sales rep when covering a lead.

Follow-Up task

For Forecast Hierarchy, what must be done for deals to roll up properly?

Designate one user as the forecast manager for that role

What must match in order for events to synch correctly?

Desktop and Salesforce time zones.

What should you do when migrating Opportunities?

Determine if you need to load owners who are not current users?

What should you consider when migrating inactive campaigns?

Determine which data is important based on ROI

Forecast Category

Determines the category to which an opportunity is attributed in a forecast. The default category setting for an opportunity is tied to its stage, as set in the Stage picklist. To update the Forecast Category for a particular opportunity, you must edit that opportunity's forecast.

What are PRM reporting capabilities for partners?

For PRM, keep in mind that while Partners can run reports if given access, they cannot create reports or list views Dashboards are NOT available on the Partner Portal

What does the HTML Related List allow a user to do?

Generate an email and see if it has been opened

Once leads are generated, what is important to do, quickly?

Get them qualified or disqualified

You have 20,000 leads you want to add to Salesforce. What is the best tool to use?

Import Wizard.

What is a hash tag?

In chatter creates a topic title....example #Vegas trip

How is Salesforce for Outlook administered compared to Connect for Outlook?

It is administered in Salesforce by the admin versus in Outlook, by the user

How do you support multiple sales processes?

Multiple sales processes are supoorted by creating multiple Opportunity Record types and associating a record type with a sales process

Can you have more restrictive OWD for accounts then Opportunities?

NO

Is there a limit o the number of nested levels in a Territory hierarchy?

NO

Is there a limit to the number of nested levels in a Territory hierarchy?

NO

Is there an extra chare for salesforce to salesforce?

NO

Opportunity Stage - many required fields - what are they

Name, Probability, Type (closed/lost, closed/won, open) Forecast Category (omitted, pipeline, best case, committed, closed) Type - is critical for reporting changing the type and forecast category will all opptys that have the stage value.

A customer has a requirement to keep the customer ID synchronized real time in the existing back office system updated in Salesforce CRM. Which options are viable considerations? (3)

Native Connector to SAP R/3 Middleware Connectors Developer Toolkits

Does changing which account is associated with the opportunity change the opp. territory?

No

Does the pipeline category include Closed-Won opportunities?

No

If a manager overrides a subordinate's forecast, will the subordinate see the override on their forecast tab?

No

Is the Expected revenue on the opportunity page layout by default?

No

Is the campaign influence object accessible via the API?

No

Do you automatically get Assets?

No - if you have enabled Products - then you get Assets

Do Assets only have to be your company's products?

No - they can be a competitor product

What impact does the Role Hierarchy have on Forecasting when Territory management is enabled?

No impact on forecasting when territory management is enabled

If you have enabled person accounts, is contact sharing available?

No, The organization-wide default for contacts is set to Controlled by Parent and is not editable.

Is the Expected Revenue field used on the Forecast tab?

No, but it can be reported on.

Do territories need to be geographically defined?

No, territories can be setup according to any hierarchy that you like.

Can an opportunity contain products from multiple price books?

No--one book per opportunity.

Does a deactivated user count against your organisation's available user licenses?

No. A deactivated user doesn't count against your organization's available user licenses.

What are the components of the Sales Cloud?

Sales Force Automation Marketing

What is a Sales Methodology?

Sales Methodology is a standard set of stages, activities, and processes that an organization follows to bring an opportunity to closure

Which role is interested in the report Sales Activities by client last week?

Sales Rep Sales Manager

What is Sales Strategy?

Sales Strategy is how an organization takes it's products and services to market

How can Leads be given Greater Visibility?

Sales and Marketing can collaborate better in one system.

What is a Lead?

Sales prospects; people that are interested in a company's product and/or services

Salesforce Mobile

Salesforce Mobile is a Salesforce feature that enables users to access their Salesforce data from mobile devices running the mobile client application. The Salesforce Mobile client application exchanges data with Salesforce over wireless carrier networks, and stores a local copy of the user's data in its own database on the mobile device. Users can edit local copies of their Salesforce records when a wireless connection is unavailable, and transmit those changes when a wireless connection becomes available.

What is the difference between Salesforce for Outlook and Connect for Outlook?

Salesforce for Outlook is a Microsoft Outlook integration application that lets you log emails in Salesforce. You can sync contacts, events, and tasks between Outlook and Salesforce. Settings are stored in configurations in Salesforce. Force.com Connect for Microsoft Outlook is an add-in that allows you to interact with Salesforce from Outlook. Connect for Outlook adds buttons and options to your Outlook user interface.

What is Salesforce to Salesforce?

Salesforce to Salesforce enables business collaboration both within and across Salesforce organizations.

What is Salesforce to Salesforce?

Salesforce to Salesforce is a mechanism for connecting two separate orgs (same or different companies) and enabling the sharing of leads, opportunities, contact, task, product, case attachments or data stored in custom objects with partners that use Salesforce in real time.

What are schedules?

Schedules determine the payment and delivery cycles for a product.

What does IT want?

Seamless migration

How do I give all users read access to view and edit any record?

Select Public Read/Write for all sharing options

How do I enable a user for customizable forecasting if your organization uses territory management?

Select the Allow Forecasting checkbox on the user record

Partner Role

Selection for an account on the Partners related list of an individual account or opportunity that specifies the role that the account has in related sales deals.

What actions can the Escalation Rules execute?

Send an email alert or reassign case to another User (or Queue) for completion

What are Sites?

Siteforce is a Web content management system (CMS) that makes it easy to build Web pages quickly, edit content in real time, and manage your websites.

What is the purpose of the Default Lead Owner?

The default lead owner becomes the owner of a lead when no assignment rules apply.

What is the Expected revenue field?

The amount multiplied by the probability

Ability to make fields required/dependant in Web 2 Lead, Web 2 Case

To make a field required, the webmaster has to edit the HTML to add the required javascript. Additionally, dependant picklists lose their "dependancy" behaviour, which also has to be added back into the HTML using javascript. This requires a higher level of web programming than just pasting HTML code onto the website, which impedes adoption of salesforce.com's features. Ideally, the HTML that salesforce.com generates should included this logic.

Why would you use a Funnel chart?

To show multiple groupings in an ordered set and to help identify bottlenecks.

How is the ROI calculated?

Total Value Won Opps - Actual Cost divided by the Actual Cost

Campaign ROI calculation

Total Value of Opportunities Won - Actual Cost/Actual Cost

It is best practice to limit the workflows on Leads because Leads will not be converted if there is an applicable workflow action on it. True or False

True

T/F: Events are synced from Outlook without attendees or recurrences.

True

T/F: In order to enable Territory management you must contact Salesforce.

True

T/F: Opportunities are included in territory management but leads are not.

True

T/F: Person accounts can only be merged with other person accounts.

True

T/F: You cannot "weigh" influence of campaigns within Salesforce.

True

T/F: Both accounts and users can exist in multiple territories.

True.

T/F: If you plan to deploy territory management immediately after enabling customizable forecasting, you do not need to build a forecast hierarchy.

True; after you enable territory management, the territory hierarchy drives your forecast data

When editing a quote, what can you edit?

1. quote name and status 2. expiration date of the quote contact 3. address information of the customer

What features assist improving productivity?

1. reports and dashboards 2. formula fields 3. custom links 4. mashups contact 5. synchronization outlook/lotus integration 6. workflow & approvals 7. email & merge templates 8. home page tags

Cons of Data Loader?

1. requires installation 2. some technical expertise required

How many Custom Links may be put on the home page?

25

What is a Report Format?

3 Types: 1. Tabular - simple list 2. Summary - grouped (up to 3 summaries) 3. Matrix - totals by row and column

It is a best practice to have a maximum of how many Lead status values?

8

What is a Campaign?

A Campaign is marketing and sales initiatives used to generate new business

What is a Lead?

A Lead is a record that captures business card information, including name, business address and phone number

What is a Lead?

A Lead is a sales prospect interested in your company's product

You are viewing a chart that displays points connected across a range that represent individual data measurements. What type of chart is this?

A Line chart.

What type of report would you use to summarize data across two axis (like a pivot table in excel)?

A Matrix report.

What is a matrix report?

A Matrix reports shows you data that is grouped and summarized by both rows and columns. Use this type or report when you want to compare related totals, especially if you have large amounts of data to summarize and you need to compare values in several different fields, or you want to look at data by date and by product, person, or geography.

Salesforce for Outlook

A Salesforce for Outlook configuration is a set of parameters that determine the data that Salesforce for Outlook users can sync between Microsoft® Outlook® and Salesforce. You can create multiple configurations to simultaneously suit the needs of different types of users. For example, a sales team might want to sync everything, while a manager might only want to sync events. Users may be able to edit some of their own settings.

If you need to compare two values within one group and display unconnected points what type of chart would you use?

A Scatter chart.

A flexible collection of accounts and users where the users have at least read access to the accts , regardless of who owns the record

A Territory

What is a flexible collection of accounts and users where the users have at least read access to the accts , regardless of who owns the record

A Territory

How would you describe a quota?

A benchmark of how much revenue and/or units you should sell within a time frame.

What is Partner Portal and what does it provide?

A partner portal allows partner users to log in to Salesforce through a separate website than your non-partner users. Partner users can only see the data that you have made available to them. Furthermore, partner users can only manipulate data if you give them the appropriate user permissions.

Fiscal Period

A period that an organization uses for financial planning purposes, such as forecasting, whose length is usually similar to the length of a calendar year. Fiscal years usually contain smaller fiscal periods, such as quarters or trimesters.

Person Account

A person account is an individual consumer with whom you do business, such as a financial services client, an online shopper, or a vacation traveler. Person accounts are applicable to organizations that operate on a business-to-consumer model as opposed to a business-to-business model.

Multi Person Event

A planned event to which multiple users are invited, also referred to as a meeting. You can create multi-person events by inviting other users to any calendar event you create.

Quote

A record showing proposed prices for products and services. Quotes can be created from opportunities and emailed as PDFs to customers.

key features that help to enable and measure sales productivity/adoption?

Activities, oppty duration, % logged in this week, method of login, adoption dashboard

What must be done in order for a product to be available in a Standard or Custom Price Book?

Add a Standard Price to the product and mark it as active

Where would you click to add another product to this quote?

Add line item

You have completed the configuration of Salesforce CRM for your client. You have a data set that is clean and ready to be migrated into salesforce CRM. a. deactivate users b. suspend workflow rules c. set up delegated administrators d. Install a connector for MS Office

b. suspend workflow rules

You have completed the configuration of Salesforce CRM for your client. You have a data set that is clean and ready to be migrated into salesforce CRM. a. deactivate users b. suspend workflow rules c. set up delegated administrators d. Install a connector for MS Office

b. suspend workflow rules

Best Case = which pipeline categories

best case = closed + commit + best case everything you THINK you could win

How can Opportunity Products be scheduled?

by Revenue or Quantity so that they are recognized over time

how would i take access away a trigger b-sharing rules c-OWD

c - cannot restrict access by other means other than OWD. opening can use sharing rules. for example one branch o f the role hierarchy can be shared with another branch of the role hierarchy

44. The marketing department at UC has been running several campaigns to target existing contacts within a sales region. The marketing department needs to know the effect of the campaigns on opportunities. Which solution would be recommended to the marketing department? (Choose 2) a. Add a formula field on opportunities that references the associated campaigns. b. Add opportunity records as campaign members to identify campaign influence. c. Add the Campaign Influence related list and run the Campaigns with Influenced Opportunities report. d. Add the Contact Roles related list to include associated campaigns in the campaign influence.

c. Add the Campaign Influence related list and run the Campaigns with Influenced Opportunities report. d. Add the Contact Roles related list to include associated campaigns in the campaign influence.

15. UC would like the limit the types of opps. sales users can create, but allow sales users to view opps. of any type. Which approach will accomplish this? a. Assign the same page layout to all record types to each sales user profile b. Create a workflow rule to prevent sales users from selecting the incorrect record type c. Assign the appropriate opp. record types to each sales user profile d. Set the org.-wide default for opps. to private and create applicable sharing rules

c. Assign the appropriate opp. record types to each sales user profile

25. UC has experienced a month-over-month increase in leads generated through numerous marketing campaigns and sales events. As a result, it has been difficult for the sales org to prioritize which leads to pursue. The Director of Sales Operations has asked that a lead scoring engine be deployed to help sales execs prioritize leads. Which technique should be implemented? a. Calculate the number of products related to a lead and assign leads based on the # of products b. Enable the "Score My Lead" setting to display and a lead score to be used when routing leads c. Capture relevant data on the lead form and calculate a score to be used when prioritizing leads d. Assign leads to execs based on seniority within the sales org.

c. Capture relevant data on the lead form and calculate a score to be used when prioritizing leads

Which of the following statements are true about an end user's forecast?

it can be revenue or units the aggregate can be both or a roll-up according to forecast hiearchy

Chatter allows?

lets you manage the things most important to you in one familiar interface

Chatter Group

lets you share information with specific people. There are two types of Chatter groups, Public and Private

How do you distinguish between Business and Person accounts?

leverage the IsPersonAccount field on the account table

How do you request Territory Management?

log a case or ask Sales Rep

How do you add a user to a territory?

manually define acct assignment rules that assign accts to territories for you

What are different ways Leads can be entered into SFDC?

manually imported web to lead

what is the difference btwn lookup and master detail relationship

master detail relationship - provides a stronger bond - when create a detailed record -if delete account it will delete the account security access on master is passed to detail/child (if access in master also access in detail/child) accounts and oppty's have a master detail relationship master - detail delete master then delete child, security inheritance,

What is a Sandbox?

multiple copies of your environment. There are 3 types of Sandbox: 1. Full 2. Developer 3. Configuration only

What is Web to Lead?

must be set up by Admin gives companies ability to get information from a form on the website

What is relationship between Opportunity and Asset?

no direct relation (both go through the account)

would you use territory management for a smaller organizations?

nope

How often can you refresh a configuration or developer sandbox?

once a day

How often can you refresh a Full Sandbox?

once every 30 days

how could i manage changing sales processes

page layouts 1:1, could use record types to change the page layout. could use a work flow that changes the record type when oppty reaches a specific stage, which in turn changes the page layout record types used with sales process relationships show some stages then show another set of stages

oppty currency needs to have prices book entries to be in the same currenct

remember example - created oppty in rubles and pick a price book then picked a product. there were no results to display. why? because the price book was in US $ vs rubles for the Oppty. Oppty -> "add product" -> select Price Book -> select products (any product) - there are not products because there was not a price book with the correct product have to make sure oppty the price book has price book entries with same currency

What is a workaround for Campaign hiearchies that ignore sharing rules at related list level?

removing sensitive information from related list layout aligning hierarchy structure with sharing rules

(develop some questions around this subject) Know currencies & how displayed in dash boards if multiple currencies

research

About to roll out partner portal, but new partner users still being created (choose 2 answers:) a. Partner users assigned profiles but not assigned roles b. Partner roles will automatically inherit role of parent account owner c. Partner roles automatically created d. Partner roles included in the role hierarchy, but not visible

research

Need to publish events to customers & allow self registration a. Customer portal access to customers with events exposed b. Enable web to lead & allow self registration c. Expose events custom object in self service portal d. Extract & send event data to web mktg team

research

Know forecast categories & how amounts are added in reports (maybe add some questions to this flashcard deck?)

research the answer

Ability to make fields required/dependant in Web 2 Lead, Web 2 Case

salesforce.com makes it easy to generate the HTML form to capture leads and cases online, using Web 2 Lead and Web 2 Case. However, to make a field required, the webmaster has to edit the HTML to add the required javascript. Additionally, dependant picklists lose their "dependancy" behaviour, which also has to be added back into the HTML using javascript. This requires a higher level of web programming than just pasting HTML code onto the website, which impedes adoption of salesforce.com's features. Ideally, the HTML that salesforce.com generates should included this logic.

How can you set a data range on a report?

set a time frame in Report Options on the Report page or Click the customize button on the Report page and set the time frame in the filters pane

company has two sales processes how would you represent that in salesforce

set-up multiple sales processes that have different stage values, but can share some of the same stage values sales methodologies = stage values & sales processes assign sales processes to record types sales processes relate to what you see in terms of stage value. pick product a - record type shows selected stage values pick product b - record type shows other selected stage values

How do you enable Web to Lead?

setup, customize, leads, web to lead

You want to synch a quote with it's opportunity. What should you do first?

stop the synching process for the quote it is currently designated to sync with

What does HTML Email Status do?

tells you how many times an email has been opened

What is the First Association Date?

the First Association date is The first date this contact or lead was associated with the campaign. It is not API accessible. The default date is the date of the load.

When you click recalculate, what Opportunity fields get recalculated?

the amount value, any forecast category changes you have made based on changing stages and if your manager or team has made any changes to their forecast

If the user creating the opportunity is a standard user, Salesforce automatically assigns a territory to a new opportunity only if...

the user and account have exactly one territory in common.

What are Portal Health Check reports?

they show how much access your portal users have to the data in your organization

how do you change the page layout on an oppty, if you wanted to

through a workflow trigger on a field update can change record type, which in turn changes the page layout

What an a customer do using the Customer Portal?

to log, view, edit and close their own cases provides self registration and search features where as a Self Service portal ONLY allows viewing of cases and tracking of status

What can a customer do using the Customer Portal?

to log, view, edit and close their own cases provides self registration and search features where as a Self Service portal ONLY allows viewing of cases and tracking of status

Use case of person accounts

to support a B2C model. Contact viability is tied to the Account

How can you change the grouping of data in a report?

use "summarize information by " in Report Options on the Report page or Click the Customize button on the Report page and select the Group by this field option

Best practice for online execution of a campaign?

use an email execution partner to send mass marketing emails online

when you change owners the manual sharing automatically disappears. what is an option to preserve sharing?

use sales teams - you can select to keep sales teams when you change ownership all of your manual sharing goes away.

How are the tabs displayed on the customer portal determined?

users profile and by admin who customizes portal

can you describe what the campaign related list

what campaign influence - associate a campaign to an oppty campaign members - contacts and/or leads

How is your forecast hierarchy derived?

when creating territory management, you have the option to create your territory hierarchy from your forecast hierarchy. Your forecast hierarchy is automatically derived from your Role Hierarchy when you enable custom forecasting. We strongly recommend that you edit to match your true territories

Where do you write a trigger?

where the event occurs....I want the Opp Product updated...trigger not on Opportunity but on Opp Product Object

can you pass

yes

Chatter Profile Page provides?

your identity in Chatter.....think email where your name is in from line

If using multiple currencies, what currency does the forecast illustrate in?

your personal currency

What are the components of a territory?

• A collection of accounts and users that have (at a minimum) read-access to accounts, regardless of owner • Users within a territory have Read, Read/Write or Owner (the ability to view, edit, transfer, and delete record) access to records contained within the territory • M:M between account, territory and user • Ability to manually add accounts to territories or use assignment rules to auto allocate accounts to a territory

What are forecast categories?

• Best Case includes amounts you are likely to close, closed/won opportunity amounts, and amounts in the Commit category • Closed includes amounts for closed/won opportunities • Commit includes amounts you are confident about closing and closed/won opportunity amounts • Omitted means the amount does not contribute to your forecast • Pipeline includes amounts from all open opportunities

What are key benefits to Salesforce to Salesforce functionality?

• Enables business collaboration within and across Salesforce orgs • Facilitates the sharing of leads, accounts, contacts, tasks, product, case, attachment or customer objects with partners that use SFDC in real time • Allows for 100% visibility for partner activity, management of pipeline and or the integration of business processes with updates from workflow and assignment rules

How do you 'manage the funnel'?

• Ensure there is a sales methodology that supports the opportunity management process • Ensure that there is visibility of the forecast; consider customisable forecasting

How does Salesforce measure Campaign ROI?

(Total value won opportunities - Actual Cost) / Actual cost

what is the calculation for campaign ROI

(Total value won opptys - actual costs)/actual costs ie (100-90)/10

What are three types of Territory Access Levels

1. Account Access 2. Case Access 3. Opportunity Access

What can customers do in private Chatter groups?

Chatter customers can post to the groups to which they were invited.

What can the import wizard do for you in relation to Campaigns?

add new campaign members update campaign members

How is Campaign influence different from ROI reports?

'Campaign influence' tracks pipeline and revenue for multiple campaigns, and ties all campaigns of a contact role to that opportunity for pipeline and ROI reporting. Reporting provides a view of the value generated through the creation of opportunities.

What does the Enable Territory Management Button from Scratch do?

- All pre-existing forecast data is deleted - An empty territory hierarchy is created

When should an organization utilize leads?

1. High lead volume 2. Separate unqualified data from qualified data 3. need to validate lead quality

What reports help Improve Sales Rep Productivity?

- # of face to face meetings - # of Deals Won, Lost, and In-Progress

What are 4 aspects that help give more selling time, and faster ramp for new reps?

- 360 degree customer view - Shared view of sales activity - Auto populated emails and proposals - Automated approvals

What is a Quota?

- A revenue target or sales goal within a time frame - Can be expressed as dollar amounts, units of product, or both

On which objects do territories exist?

- Account - Opportunity - Master/Detail Children of Accounts and Opportunities - Users

What 4 items will reporting requirements drive?

- Account design - Contact design - Activity design - Automation

Where can the Asset related list be added?

- Accounts - Contact - Product

Leads can be converted to...

- Accounts - Contacts - Opportunities (Optional) - Follow-up tasks (Optional)

In which metrics are BI/Analytics interested?

- Activity Reports by Source - Top 10 reasons leads not converted - Opportunities lost to competitors - Competitor Evaluation Reports - Win/Loss Reports - Campaign Analysis reports

What are the 4 options for adding/editing Campaign Members?

- Add Members - Search - Add Members - Import File - Edit Members - Search - Update & Add Members - Import File

What do Campaign Managers want?

- Adjust campaign tactics - Understand ROI - Create and Execute campaigns

Opportunities are not automatically assigned to the same territory as the account when:

- An account is removed from a territory and not reassigned to a new territory in the same operation. The account's opportunities from the original territory no longer belong to any territories. - An account is reassigned to multiple territories in one operation. The account's opportunities from the original territory no longer belong to any territories, unless the Confine Opportunity Assignment checkbox is checked.

When account assignment rules are run, opportunities are automatically assigned to the same territory as the account when:

- An opportunity does not have a territory and its account is added to a territory. - An account moves from one territory to another. (However, if an account assignment rule prohibits opportunities from moving outside a given part of the territory hierarchy, the opportunities do not move and no longer belong to any territories.)

What is the best practice for associating person accounts with other accounts?

- As a best practice, use the Partners related list to associate person accounts with other accounts. - Adding person accounts in contact roles on accounts is available, but not recommended.

What are 4 factors for when to use leads?

- As a staging area for high volume of unqualified data - Lead de-duplication - To capture leads from the Web - To create an account, contact, and opportunity with relationships using one click

What are 4 aspects that help higher lead conversion, and a stronger pipeline?

- Automated Lead Capture - Intelligent Lead Routing - Lead Scoring and Conversion - Lead Monitoring

What are design considerations for Data Validation?

- Avoid using too many rules an required fields - Use to enforce that the process is being followed

What are the cons for the Native Mass Email Solution?

- Batch email limits per edition - Emails often caught in customer spam filters (NOT CAN-SPAM) compliant - Manual list management of opt-outs and bounces

What are the 5 main activity types?

- Calendar Events - Task - Approvals - Logging Notes - Sending Emails

In which metrics are Marketing Manager/Executives interested?

- Campaign ROI - Top Revenue Channels - Most attended Marketing Programs this year/FQ

What reports help Manage Campaign Effectivenes?

- Campaigns by Parent Campaign with Campaign Members - Campaigns by Parent Campaign with Won Opportunities

What are 3 challenges with Campaign Management?

- Campaigns managed with various tracking tools - Cannot accurately report on ROI - Cannot track influence of multiple campaigns

What are two considerations for the Account field in Search Layouts?

- Cannot be removed from Search Layouts - Must be the first field in the search layout

Which Opportunity field values impact whether or not territory assignment rules update a territory?

- Close Date is before the current date - Opportunity's Stage is Closed Won or Closed Lost

What reports help Build a Stronger Pipeline?

- Closed Opportunities by Lead Source - Reasons for Lead Disqualification

What reports help Align Sales and Marketing?

- Closed Opportunities by Lead Source or Campaign - Reasons for Lead Rejection by Sales

What is the amount of bandwidth allocated to content deliveries within a 24hr period?

1 GB. If a recipient tries to view a delivery when a rate limit has been exceeded a notification message displays asking the user to try again later.

territory is in a bucket - account, oppty, users

...

what factors should be considered when I set up my territory

...

Chatter allows ...

... you to manage the things most important to you in one familiar interface

Chatter Profile Page is ...

... your identity in Chatter.....think email where your name is in from line

Customizable Forecasting allows you to ...

...forecast on a monthly or quarterly basis use different dates when applying amounts forecast based on revenue, quantity or both define additional quotas based on product families

What is recommended landing page usage per Marketing Program?

1 landing page per marketing program

how would i compute a best case senerio given the forecast

...

must know interactions - page layouts, record types, sales stage, sales processes, fields stage, oppty amount, field processes, forecast category, probability

...

pick up at 12min on #3

...

place accounts into territory make sure you have the right attributes

...

What are the three steps an Administrator must do to enable Chatter?

1) Activate Chatter and the New User Interface 2) Update the Tab Configuration (people & chatter tabs) 3) Configure Chatter fields ( which records feed a chatter feed)

When should an organization use leads?

1) As a staging area for high volume of unqualified data 2) Lead de-duplication 3) to capture leads from the web 4) to create an account, contact, and opportunity with relationships using one click

Design Considerations - Products?

1) Product prices can be set per region 2) provide product management with insight 3) use the product catalog effectively 4) balance between too much granularity 5) products should be customer centric 6) consider product bundles versus line item 7) Arbitrary price may translate to no price in design 8)Consider the Product to Assets conversion for closed/won opportunities

Name some reports that speak to Productivity?

1. # of face to face meetings 2. # of deals won, lost, in progress activities by account and role 3. upcoming renewals 4. neglected accts, activity reports, approval status pipeline

Who can benefit from the Quotes feature?

1) a sales rep who wants to create and email a PDF quote from SFDC 2) an Administrator who wants to manage quoting in SFDC 3) A customer who wants to get a quote from SFDC

What are integration considerations?

1) list all fields, data types and values 2) are fields for integration purposes 3)What is the system of record for each field? 4) Who can update each field? From which system?

What are key benefits of Territory Management?

1) the ability to use acct criteria to expand a private sharing model 2) support for complex and frequently changed sales organization structures 3) support for xferring users between territories with the option to retain opportunities 4)multiple forecasts per user based on territory membership 5)Territory based sales reports

What are the main challenges that Marketing faces when trying to drive more business?

1)Website integration 2) Email marketing - effectiveness of email 3) Search Marketing - no reportable relationship between search words and closed sales 4)Campaign Management

What are some ways to align communication between sales and marketing organizations?

1)provide sales collateral in one place 2)standardize internal and external communication with templates 3)Communicate availability of sales collateral 4)gather feedback on sales collateral and templates 5) evaluate impact of collateral on bringing leads to close

Contracts have..

1. A start date and term 2. A mini-approval process

types of Sharing rules?

1. Acct Based - acct owner or other criteria 2. Acct Territory - Territory Assignment 3. Campaign - Campaign Owner 4. Case Sharing rules - Case owner or other criteria 5. Contact - contact owner or other criteria 6. Custom Object 7. Lead Sharing rules 8. Opportunity Sharing Rules

What are the three steps an Administrator must do to enable Chatter?

1. Activate Chatter and the New User Interface 2. Update the Tab Configuration (people & chatter tabs) 3. Configure Chatter fields ( which records feed a chatter feed)

You are loading leads into Salesforce. What three things should you do prior to loading the data?

1. Activate historical users 2. Suspend workflow rules 3. Define the Data Loader Mappings

How can users be added to a Salesforce.com Org using Chatter Free?

1. Administrators can create users in the app and assign them a Chatter Free license 2. Users and Administrators can invite others within specified email domains to join Chatter using invites.

What are the three steps to set up Google AdWords to work with Salesforce?

1. Advertise your business on Google 2. Capture leads on your website 3. Convert leads to new customers

Customisable Forecasting allows you to forecast what?

1. Amount 2. Quantity 3. Units of Product Family

What are 4 key forecasting fields on the Opportunity?

1. Amount 2. Stage 3. Probability 4. Forecast Category

3 Approval Process Completion Types

1. Approval 2. Rejection 3. Recall

How would you track campaign influence?

1. Auto set influence of a campaign to an opportunity 2. Associate influential campaigns (to contact role) on oppty prior to close date 3. Measure influence timeframe (max #days between campaign first associated date and opty create date)

Design Considerations - Workflow/Approvals

1. Automation and approvals are to huge WIIFM for sales reps 2. Workflow automation rules allow sales reps to truly work on the sale

Design Considerations - Data Validation?

1. Avoid using too many rules and required fields 2. Use to enforce that the process is being followed

What are 5 chart types?

1. Bar Charts 2. Line Graphs 3. Pie Charts 4. Donut Charts 5. Funnel Charts

What trigger actions are available to a developer if writing an Apex trigger on the Chatter Feed Item object?

1. Before undelete 2. Before delete

What can reports help you monitor?

1. Business goals 2. Key Performance Indicators 3. Short and long term goals

What are 5 main types of Activities?

1. Calendar events 2. Tasks 3. Approvals 4. Logging notes 5. Sending emails

What are the 5 types of dashboard components?

1. Chart 2. Table 3. Guage 4. Metric 6. VF Page

3 Types of Evaluation Criteria

1. Created 2. Created and Edited 3. Created, and any time it's edited to subsequently meet criteria

Each Workflow Rule consists of...

1. Criteria 2. Immediate Actions to execute 3. Time-dependent Actions added to queue

2 Different Rule Criteria

1. Criteria are met 2. Formula evaluates to true

What are 4 ways that slow down sales rep productivity?

1. Data entry 2. Finding information 3. Keeping client data current 4. creating reports

What are some reports to assist managing the funnel?

1. Deals by stage Activity reports by stage 2. Forecast report Stage duration by age 3. Win/loss ratio sales activities 4. closed deals by lead source

What are the actions you have to take to set up Web to Lead?

1. click edit on the web to lead setup page 2. check the web to lead enabled check-box 3. assign a default user as the Lead Creator

8 steps to unlocking your pipeline with opportunities

1. Define your sales stages 2. Establish naming conventions 3. Make key fields mandatory 4. Run your forecast meetings with the pipeline report 5. Create "big deal" alerts 6. Use activities and email templates 7. Use the similar opportunities feature 8. Use Chatter to follow specific opportunities

What are types of Campaigns?

1. Direct Mail 2. Seminar 3. Print Advertisement 4. Email

What are questions to ask when determining how a customer uses forecasting to manage revenue?

1. Do sales reps have quotas? What type? 2. Who has quotas? 3. How are quotas measured? 4. How are all members of hiearchy measured? 5. What products do we sell? 6. How is it priced? \ 7. What are stages of sales process? 8. How does it move through the sales process?

Design Consideration for record type?

1. Don't create too many 2. Think about maintaining them in future

Steps in Visual Workflow

1. Draw you process - forms, questions, choices, task assignments, decision trees and approval processes 2. Simulate your process - identify bottlenecks and conflicts quickly 3. Run your process in the cloud - deploy in 2 clicks

4 Actions Workflow Rules can execute

1. Email Alerts 2. Tasks 3. Field Updates 4. Outbound XML Messages

What are key design considerations when implementing a process to build a strong pipeline?

1. Ensure the data in the lead can be trusted (validation on import, lead de-deup, etc) 2. Faster response (lead scoring, routing) 3. Sales and Marketing alignment (qualification process, attribute tracking, workflow) 4. Greater visibility (alerts on conversion, management of neglected leads, reporting)

When multiple currencies are enabled how are currency fields calculated?

1. Every record has a currency field that determines the currency type for amounts in that record. 2. All currency amounts display in the records currency and are also converted to the personal currency of the record owner based on conversion rates (entered by administrator) For example, if you do business with Acme, Inc., a German company, you can set the Currency field in the Acme, Inc. account to "EUR - Euro." Amounts such as Annual Revenue will display in euros as well as in your personal currency.

What are three pieces of the report builder?

1. Fields 2. Filters 3. Preview

What are 3 places to override a forecast?

1. Forecast Summary Override 2. Opportunity Level Override 3. Management Forecast Summary Override

How do track Forecast changes?

1. Forecast changes are tracked in the Forecast History related list of a Forecast detail page 2. Entries show date, time, what changed, and user name 3. The Forecast History report displays the state of a forecast after each change.

48. UC needs to understand and influence sales situations when key competitors are involved. Which feature on the right will meet the business requirements on the left? A. Similar opportunities B. Dashboard with table components C. Opportunity Chatter feed tracking D. Workflow email alerts

1. Help a user identify other opportunities that involved the same competitor. - (A) 2. Notify the competitive intelligence team when a competitor is identified on an opportunity. - (D) 3. Highlight when the competitor field on an opportunity is updated. - (C) 4. View deals lost to competitors, competitors with the most wins, and competitor deals in the pipeline. - (B)

Design Considerations for Contact Role?

1. Identify key contacts for the particular deal 2. consider adding variations to ensure the decision makers are adding during the sales process

What are several ways you can improve Sales Rep productivity?

1. Improve data entry by consolidating data that may be stored across multiple systems into one comment set of forms/fields 2. Integrate to other systems that store client data and provide single view visibility into key data components 3. Ensure that client data is current and consistent across systems 4. Create reports and dashboards that provide a view of key metrics for the sales team

What are the two top considerations when designing a solution to improve Sales Rep productivity?

1. Information should be entered only once 2. Finding information should be easy and no more than a few clicks away

What are two types of Sales Managers?

1. Inside Sales Manager -- they manage leads 2. Outside Sales Manager -- they manage opportunities

What does Data.com (Jigsaw) do?

1. Keeps data clean enabling valid research into account and contact details to determine the right person to market to 2. Assist with prospecting through finding and targeting the right leads 3. Drives better campaigning through clean data and building of marketing lists 4. Provides a preview of account and contact information 5. Drives data quality, through cleaning of data within SF - dedups and updates incomplete information.

What are the 5 steps to share records within a Salesforce to Salesforce?

1. Manage customization of your email templates 2. Invite a contact to share data 3. Contact receives and accepts the invitation 4. Define the objects and fields to be sent 5. Define the objects and fields to be received

What are the 5 steps to share records within a Salesforce to Salesforce?

1. Manage customization of your email templates 2. Invite a contact to share data 3. Contact receives and acepts the invitation 4. Define the objects and fields to be sent 5. Define the objects and fields to be received

Pros of Lead Import Wizard?

1. Mass import 2. enforces data quality 3. no installation 4. limited duplication checking

Pros of data loader?

1. Mass import 2. saved maps 3. schedule imports greater then 50k records

What are ways to improve sales productivity?

1. More selling time 2. Faster new hire ramp up 3. 360 degree view of a customer 4. better visability

A customer has a requirement to keep the customer ID synchronized real time in the existing back office system updated in Salesforce CRM. Which options are viable considerations? (3)

1. Native Connector to SAP 2. R/3 Middleware Connectors 3. Developer Toolkits

Cons of Lead Import Wizard?

1. No saved data maps 2. no schedules less then 50k records

In Salesforce for Outlook, which related records are recommended when assigning unresolved events, emails and tasks?

1. Opportunities 2. Cases 3. Accounts

What use cases would validate the use of leads in a Sales Cloud deployment?

1. Organisation has a high volume of leads 2. There is a need to keep unqualified and prospect information separate from customer data 3. Leads require qualification between being assigned/transferred to a sales rep 4. Lead quality requires validation

5 steps to running your campaigns in Salesforce CRM

1. Plan campaigns 2. Create campaigns 3. Execute campaigns 4. Track responses 5. Measure campaigns

What are 5 key steps in managing campaign?

1. Planning and creating a campaign 2. creating the Target list 3. Execute the campaign 4. Track responses to campaign 5. Analyze Campaign effectiveness

What does the use of a sales process bring to a manager?

1. Predictive outcomes 2. Better funnel management 3. common sales language

What are the steps to deploy territory management for your SFDC organization?

1. Prerequisites for enabling Territory Mgmt 2. Enable Territory Management 3. Configure Territory Related Settings 4. Build Territory Hierarchy 5. Assign users to Territory 6. Assigning Accounts to Territories

What are the steps to deploy Territory Management for your SFDC organization?

1. Prerequisites for enabling Territory Mgmt 2. Enable Territory Management 3. Configure Territory Related Settings 4. Build Territory Hierarchy 5. Assign users to Territory 6. Assigning Accounts to Territories

How are profiles important when managing security?

1. Profiles determine a user's permission to perform different functions in Salesforce 2. Access to custom applications is managed at the profile level

Design Consideration - Quotes and Quote Sync?

1. Quotes streamline the sales process 2. think carefully about the design of the product schema 3. understand quote model to determine if the standard quotes template can be used. If not design your own

What are key ways to increase user productivity?

1. Reduce clicks through implementation of inline editing, tagging, multiple page layouts and use of links + buttons 2. Display data from multiple objects - hovers, custom pages, cross object formulas and console.

What are two types of opportunity splits?

1. Revenue splits (must total 100% of opp. amount) 2. Overlay splits (can total any percentage)

What features help us manage the funnel? (9)

1. Sales process 2. Sales team 3. Contact Roles 4. Activities 5. Data Validation 6. Record types 7. Workflows/Approvals 8. Products Quotes 9. Quote Sync

How does SFDC address CRM business drivers?

1. Secure environment - easily define who can access what. 2. Optimize usability - ease of use 3. Manage data - trusted data quality 4. Extension beyond CRM

What is the Translation Workbench?

1. Specify languages you want to translate 2. Assign translators to languages 3. Create translations for customizations you've made to your Salesforce organization 4. Override labels and translations from managed packages. Everything from custom picklist values to custom fields can be translated so your global users can use all of Salesforce in their language.

What type of reports are useful if an organisation wants to 'Manage the Funnel'?

1. Stage Duration Age 2. Forecast by Sales Rep

Data Quality Plan

1. Standardize 2. Clean 3. Enrich 4. DeDupe 5. Validate

What are some Examples of sales methodologies

1. Strategic selling 2. Conceptual selling 3. Large Account Management Process (LAMP)

When using Social Contacts, what determines the amount of information a Salesforce user sees when viewing a social network profile for a contact?

1. The user's social network connection to the contact 2. The contact's social network privacy settings

What are some examples of how a dashboard push alert can be used?

1. To alert support managers when the number of escalated cases reaches a specified threshold 2. To alert sales managers when the total value of their team's opportunities reaches a specified limit

How can Force.com Flow be used?

1. To sell products for sales representatives 2. To troubleshoot customer issues for call centre agents

What are 5 key ways to measure user adoption?

1. Track how often users access new features 2. Spot-check data 3. Relate usage to financial calendar 4. Measure how fresh data is 5. Utilise the adoption dashboard to review user logins, call activity and data quality.

What are 2 types of relationships that Sales Reps have with their accounts?

1. Transactional (low touch, high volume) 2. Relationship Mgt (high touch, low volume)

What are common CRM challenges?

1. Unsecured environment 2. low user adoption 3. poor data quality

What are some best practices for managing lead data quality?

1. Use data validation rules 2. Use de-deup practices to keep data clean 3. Implement lead conversion processes 4. Use tools such as web-to-lead to provide single entry point 5. Use tools such as import wizard or Data Loader to eliminate double entry

What are two ways you can change grouping of data in a report?

1. Use the 'Summarise information by' in Report Options on the report page 2. Click the 'Customise' button on the Report page and select the 'Group by this Field' option

What is a capability of Chatter approvals?

1. Users can view and respond to approvals as Chatter posts through email notifications 2. Users can view and respond to approvals as Chatter posts within their Chatter feeds

What settings does Jump Start Wizard for the Approval Process require?

1. Users must have the "Modify All" object-level permission for the given object, or the "Modify All Data" permission, to edit records that are awaiting approval in the approval process. 2. The owner of a record is the only person who can submit an approval request. 3. Records are locked when submitted for approval. 4. Records remain locked until approved or rejected. 5. Only administrators can recall a record after it is submitted for approval. 6. The approval page layout displays the record name (or number), owner, date created, and approval history.

What are key ways to manage and measure campaign ROI?

1. Viewing campaign progress and response through reports and dashboards 2. Tracking information through the campaign and campaign member field

What are features of the Sales Cloud that assist in Marketing?

1. Web to Lead 2. Mass Email 3. Email Marketing Partners 4. Salesforce for google adwords 5. Campaign ROI 6. Campaign Hierarchy 7. Campaign Influence

What must you determine when setting up Similar Opportunities?

1. What fields to match against 2. What fields to put in column list view

What are two capabilities of Data.com?

1. You can save search criteria for later use 2. You can export contact and company records

What are key benefits of using content delivery?

1. You can track how often the content you issued is viewed 2. You can control how long the delivery is available to viewers 3. You can control if a viewer can download a file or view online only

In order...what are the steps to creating a web to lead form?

1. access the W2L setup page 2. click create web to lead form 3. select the fields in their order 4. enter the URL on your website that users will be taken to once they submit the form 5. Click generate

In order...what are the steps to creating a web to lead form?

1. access the W2L setup page 2. click create web to lead form 3. select the fields in their order 4. enter the URL on your website that users will be taken to once they submit the form 5. Click generate

How do you add Campaign Tracking to the Web to Lead Form?

1. add campaign field to web to lead form (make hidden) 2. add campaign ID to HTML code

How do you add Campaign Tracking to the Web to Lead Form?

1. add campaign field to web to lead orm (make hidden) 2. add campaign ID to HTML code

What is the order to set up Google Adwords to work seamlessly with sfdc?

1. advertise on google 2. capture leads on your website 3. convert leads into new customers

What are some reports that can assist with usability and adoption?

1. all records created: Last 60 days by object 2. all users logged in: Last 7 days 3. Leads converted: Last 60 days 4. Cases Closed: Last 60 days

What does Forecasting allow you to do?

1. analyze deals in your pipeline report 2. analyze business budget 3. plan for the future 4. track your performance against your goal

Pros of Web to Lead?

1. automatic website integration 2. unlimited # of w2lead forms 3. customizable to clients needs 4. embeds field values into html 5. automated lead response 6. can deploy to external and internal sites

When is it appropriate to include custom application development?

1. does not fit business process 2. declarative does not work 3. no good App exchange alternative

How are Opportunities counted in a forecast?

1. each opportunity has a forecast category that determines it's contribution to the forecast 2. an opportunity Close date determines forecast month 3. The opportunity amount is added to a forecast (not the expected amount) 4. Updating the opportunity Stage updates the Forecast Category 5. Administrators correlate the opportunity Stage picklist with default Forecast Categories

How are Opportunities counted in a forecast?

1. each opportunity has a forecast category that determines it's contribution to the forecast 2. an opportunity Close date determines forecast month 3. The opportunity amount is added to a forecast (not the expected amount) 4. Updating the opportunity Stage updates the Forecast Category 5. Administrators correlate the opportunity Stage picklist with default Forecast Categories

What are the Design Considerations for Sales Team?

1. identify and auto notify sales team members up front 2. determine if default teams can be implemented 3. Configure team notifications on milestones

What are some design considerations to improve productivity?

1. information should only be entered once 2. locating information should be done in just a few clicks

What are reports that support campaigns?

1. lead by lead source and campaign 2. opportunities by lead source and campaign 3. all contacts included in X campaign 4. Leads and Opportunities from Google Adwords 5. Opportunity win rate % by campaign 6. ROI by campaign type 7. campaign revenue report 8. campaign member and member analysis 9. campaigns with influenced opportunities

What are ways that sfdc assists in aligning Sales and Marketing?

1. located in one system 2. all looking at same data 3. handoff between sales and marketing is seamless

When should an org NOT utilize leads?

1. low volume of leads 2. less administration 3. required only sells to install base

What are some Design considerations in the Sales Process?

1. map to sales methodology 2. keep it simple 3. use common sense for all sales stages 4. may need more than one sales process

How do you optimize Rep selling time?

1. model top performer best practices 2. identify sales process enablers 3. Use technology to scale

Cons of Web to Lead?

1. not automatically tied to configuration changes 2. webmaster usually deploys and administers 3. limited to 500 leads a day 4. too many fields can turn away prospects 5. no data quality enforcement 6. no automatic de-duplication

How does SFDC assist in Lead Velocity?

1. provide sales collateral in one place 2. standardize communication with templates 3. communicate availability of sales collateral 4. gather feedback on sales collateral and templates 5. evaluate impact of collateral on sales

What must a system be in order to have adoption?

1. provide value 2. be easy to use 3. have trusted data 4. be easy to change

How do reports assist in building of a strong pipeline?

1. provide visibility into the lead lifecycle for sales and marketing 2. Build trust between sales and marketing 3. Build strong pipeline for sales reps

What are Key benefits of Territory Management?

1. the ability to use acct criteria to expand a private sharing model support for complex and frequently changed sales organization structures 2. support for xferring users between territories with the option to retain opportunities multiple forecasts per user based on territory membership 3. Territory based sales reports

What types of questions should be asked to determine Lead Generation or Lead Qualification processes?

1. the need for leads lead generation creation 2. lead scoring 3. lead routing lead qualification non qualified leads 4. How do you manage prospects? 5. Where do your leads come from? 6. How do leads get assigned/routed? 7. How do you determine if a lead is qualified?

What are the Benefits of Reporting to Sales?

1. track lead progress and conversion rates 2. review the pipeline and forecast in real time 3. monitor neglected leads, accounts 4. opportunities track sales activity in real time and methodology compliance 5. obtain a 360 degree view of each customer 6. speed up new hire ramp up

What are the 4 basic Best Practices of Chatter?

1. update your profile 2. start following records 3. start following people 4. check your chatter email settings

you have 2 sales processes and three teams...how many record types do you need?

2

UC has 2 Sales processes, 3 Products and information is given that makes it seem like there is no data entry differences between 2 out of the 3 Products... how many Record Types should they have?

2 ... One for each sales process and then you utilize page layouts to accommodate the product differences.

What is the total number of content delivery views allowed within a 24hr period?

20,000. The use will get a message asking them to try again later if this exceeded.

What is max for updating status of existing campaign members?

3000 and if a "Marketng User" need Import Leads permission and the "edit" permission on campaign

A campaign hierarchy can contain a maximum of ?? levels?

5

What is limit of cross object formulas in unique relationships per object across all formulas and rules?

5

What is the maximum number of hierarchy levels allowed in a campaign hierarchy?

5

How many levels may a Campaign Hierarchy have?

5 levels

What is limit of report driven import wizard?

50,000

What is max number of Solutions that can be imported at one time?

50,000

What is the limit for importing NEW campaign members?

50,000 and need "Modify all data" permission

What is the max number of custom objects to be imported?

50,000 at a time

What is max of number of leads you can import?

50,000 at a time and you need the Modify all data permission

What is limit of report driven import wizard?

50,000 records

How many leads can be generated from Web to Lead forms a day?

500

How many leads may be created per day with Web-To-Lead?

500

On web to lead...how many leads can be processed a day?

500

How many custom links may be embedded in a record?

6

Connection (for Salesforce to Salesforce)

A business partner that you invite to share data using Salesforce to Salesforce.

Public Calendar

A calendar in which a group of people can track events of interest to all of them (such as marketing events, product releases, or training classes) or schedule a common activity (such as a team vacation calendar). For example, your marketing team can set up an events calendar to show upcoming marketing events to the entire sales and marketing organization.

Resource Contact

A calendar in which multiple people can coordinate their usage of a shared resource such as a conference room or printer.

What is a Product Family?

A category of products

Territory

A collection of accounts and users that generates a forecast.

Combination Chart

A combination chart plots multiple sets of data on a single chart. Each set of data is based on a different field, so values are easy to compare. You can also combine certain chart types to present data in different ways on a single chart.

What type of chart show's proportions of individual groups and displays numerical total?

A donut chart.

Chatter Feed Attachment

A feed attachment is a file or link that is attached to a post in a Chatter feed.

Lead Source

A field on the lead detail page that Salesforce for Google AdWords automatically populates with information about where the lead originated. Salesforce for Google AdWords uses the following lead source values: Lead Origin Lead Source Field Value A click on a Google AdWords advertisement Google AdWords A click on an organic search listing Organic {Search Engine} A referring link to your website, such as a partner Web Referral A user typed in or bookmarked your URL Web Direct

Field Sets

A field set is a grouping of fields. For example, you could have a field set that contains fields describing a user's first name, middle name, last name, and business title. Field sets can be referenced on Visualforce pages dynamically. If the page is added to a managed package, administrators can add, remove, or reorder fields in a field set to modify the fields presented on the Visualforce page without modifying any code.

Content Delivery

A file that has been converted into an optimized online format for distributions to leads, contacts, and colleagues.

What is a Territory?

A flexible collection of accounts and users where the users have at least read access to the accounts, regardless of who owns the account.

What is a forecast?

A forecast is a projection expressed in aggregate dollar amounts, units of a product family or both.

What is a campaign hierarchy?

A group of related campaigns associated with one another via the Parent Campaign field

Landing Page

A landing page is an existing page on your corporate website or a page that you have designed specifically for your Google advertisements. Landing pages typically contain an offer and a Web-to-Lead form.

Lead

A lead is a sales prospect who has expressed interest in your product or company.

What is the Price Book?

A list of products and their associated prices

Price Book

A list of products that your organization sells. Available in Professional, Enterprise, Unlimited, and Developer Editions only.

Mail Merge

A mail merge is the process of generating form letters and other Microsoft Word documents that are personalized for the recipient, who is often a contact or lead. The content of each document is predefined in a mail merge template. Mail merge templates include variables called merge fields where data from your Salesforce records—for example a contact's name and address—displays in the generated document.

What is a Campaign?

A marketing project that you want to plan, manage, and track within Salesforce.

Requested Meeting

A meeting that a Salesforce.com user requests with a contact, lead or person account. When a meeting is requested, Salesforce.com creates a unique Web page for the meeting that displays the proposed meeting times. When invitees visit the page, they select the times they can meet and send a reply. Salesforce.com tracks all the responses so the organizer can confirm the best time to meet. Once a requested meeting is confirmed, it becomes a multi-person event.

Private File

A private file in Chatter is indicated by the private icon () and is only available to the file owner and isn't shared with anyone. A private file is created when you upload a file on the Files tab or contribute a file to a Salesforce CRM Content personal workspace. You own files you upload or contribute.

Privately Shared File

A privately shared file in Chatter is indicated by the privately shared icon () and is only available to the file owner and the specific people it has been shared with.

Customizable Forecasting

A revised forecasting module that allows organizations to customize forecasts for their organization's business process.

Sales Team

A sales team is a set of users that normally work together on sales opportunities. A typical sales team might include the account manager, the sales representative, and a pre-sales consultant. You can specify the sales team for each opportunity that you own.

Event Series

A series of events that recur with a regular pattern. For example, you may have a weekly meeting with a customer defined as an event series.

What is a Sales Methodology?

A standard set of stages, activities, and processes that an organization follows to bring an opportunity to closure.

What is Forecasting?

A subjective way of communicating what amount of business will close in a best case scenario, what salespersons feel comfortable committing to, and tracking what they have already closed.

When can a user see aggregate data (hierarchy statistics) for parent campaigns?

A user can see aggregate data for a parent campaign and all campaigns below it regardless of whether that user has sharing rights to a particular campaign in that hierarchy

What is a Designated Forecast Manager?

A user that access to forecast data that was granted via the Sharing button on the forecast

What does the Forecast - Forecast History report show?

A user's submitted forecasts

You have completed the configuration of Salesforce CRM for your client. You have Leads that are clean and ready to be migrated into Salesforce CRM. What three steps should you consider prior to loading this data set? A. Activating historical users B. Suspend workflow rules C. Deactivate queues D. Define Data Loader mapping

A. Activating historical users B. Suspend workflow rules D. Define Data Loader mapping

The Finance department is very interested in knowing how the sales pipeline looks at 3 weeks before each quarter close. You have no licenses left. What do you recommend they do? A. Collaborate through Chatter free licenses B. Setup automated emails to send the dashboard C. Have one finance person share a login D. Make dashboard available on a mobile device

A. Collaborate through Chatter free licenses

A good Sales Team position to be in is to have lots of qualified leads converted to opportunities. A bad position to be in is having dead leads converted to opportunities. How can your client Sales Team recommend a way to indicate where the good and bad leads are generated? A. Using a Lead Score B. Use the Campaign Influence relationship C. Wait for the Pipeline Report D. Watch the Forecast Dashboard E. Using a Lead Conversion Rate

A. Using a Lead Score

What are the factors that influence marketing metrics and drive key marketing business challenges? A. Insufficient lead generation B. Poor alignment with sales C. Measuring marketing ROI

A. Insufficient lead generation

Universal Containers is in the early planning stage to implement salesforce.com. The business is asking what metrics to track to determine whether the implementation is a success. Select three quantitative metrics you recommend to track the adoption: A. Number of logins per week B. Count of activities created C. Number of people who are uncomfortable using the application D. New contacts created daily E. Number of downloaded AppExchange analytic packages

A. Number of logins per week B. Count of activities created D. New contacts created daily

Universal Containers currently manages its sales lifecycle with opportunities in Salesforce. The sales process has evolved, and now Universal Containers would like to allow proposed pricing scenarios to be distributed to its customers using the quote object. Which feature must be evaluated before enabling quotes?(Choose 2 answers.) A. Price books B. Leads C. Product line items D. Campaigns

A. Price books C. Product line items

Universal Containers has two different groups that use the Account record. The sales group needs to populate 15 fields. The support group does not need to see those fields on the Account record but must be able to run reports on them. What solution below would satisfy this requirement? A. Separate page layout for the sales and support groups B. Hide the fields through Field Level Security from the support group C. Create a custom object to hold the 15 fields with a master-detail relationship D. Create a separate Record Type for the sales and support group

A. Separate page layout for the sales and support groups

Universal Containers and Universal Shipping are using Salesforce-to-Salesforce. This creates a vertical market alignment for better deal collaboration. Select two benefits to both companies: A. Visibility into accounts they never had before B. A way to share deal proposals C. Quick, three step handshake between systems D. Share workflow alerts and actions E. Help Customer with support problems that at are also Salesforce.com users

A. Visibility into accounts they never had before C. Quick, three step handshake between systems

What are the factors that influence sales metrics, drive KPI's and form key business challenges? A. Weak pipeline B. Low productivity (sales rep) C. Poor predictability (forecast) D. Ineffective selling

A. Weak pipeline

The Sales Operations team just completed 2 new KPI dashboards for the field sales team. But they do not want to confuse the sales team with new data since it is one week before the end of the quarter. What should Sales Operations take in to consideration when selecting a release date? (select two) A. When quarter reporting ends B. Availability for a conference call explaining the dashboards C. Availability of the VP-Sales Operations and VP-Field Sales D. Getting the CFO buy-in E. Completing the roll-out of the new opportunity page layouts

A. When quarter reporting ends B. Availability for a conference call explaining the dashboards

Sales Management at UC needs to provide channel partners with easy access to approved product documentation. They also need to notify partners about the material revisions and updates. How can they achieve these goals? a. enable content in the partner portal and enable content email alerts for partner users b. enable the document tab in the portal and enable email alerts for partner users c. add the content related list to the partner contact page layout and enable content delivery d. Add the content related list to the partner account page layout and enable content delivery

A. enable content in the partner portal and enable content email alerts for partner users

What additional feature is available with Data.com Premium?

Access to D&B Global file, and over 80 account field; the D&B Company object which links to the a standard account record

Are forecasts affected by sharing settings?

Access to forecasts is determined by role hierarchy. All users can see their own forecasts and those of people below them in the role hierarchy

What does a Lead convert to?

Account Contact and optionally an Opportunity

Which Account field should be renamed and repurposed as a unique identifier for Person Accounts?

Account Site

What records count against the Data.com Monthly Addition Limit?

Accounts, Contacts, and Leads

What do Sales/Marketing VPs want?

Alignment of sales and marketing

When working with multiple currencies, what currency will an individual's forecast be reported in?

All amounts in your forecast are shown in your personal currency.

What is an Asset?

Although Products represent items your company sells, Assets represent specific products your customers have purchased.

Commit Amount

Amount entered in a forecast that an individual salesperson is reasonably confident of closing in a particular month or quarter. For managers, this should equal the amount that they and their team can confidently close.

When Products are used, what is the impact on Opportunity Object?

Amount field becomes Read Only; it reflects the sum total of all our Products.

What is Amount in SFDC?

Amount is a field on the Opportunity is what roles up to your forecast

How are currencies shown in reports?

Amounts in reports are shown in their original currencies, but can be displayed in any active currency. You can change the currency used for report totals by selecting a currency from Show > Currencies. The default value for the drop-down is your personal currency. For any amount, you can also choose to display the Converted column.

A sales rep can create a quote from.....

An Opportunity and it's Products

Explain a sales territory?

An account sharing system that grants access based on characteristics of accounts.

What are the differences between account teams and sales teams?

An account team is a team of users that work together on an account. Sales teams work together on opportunities, An Account team may include an executive sponsor, dedicated support representative, and project manager.

How is a user granted authority to create campaigns?

An administrator must select the Marketing User checkbox on a user's profile to designate that user as a Marketing User.

Analytic Snapshot

An analytical snapshot lets you report on historical data. Authorized users can save tabuar or summary report results to fields on a custom object, then map those fields to corresponding fields on a target object. Then they can schedule when to run the report to load the custom object's fields with the report data.

Approval Process

An approval process is an automated process your organization can use to approve records in Salesforce. An approval process specifies the steps necessary for a record to be approved and who must approve it at each step. A step can apply to all records included in the process, or just records that have certain attributes. An approval process also specifies the actions to take when a record is approved, rejected, recalled, or first submitted for approval.

Event

An event is an activity that has a scheduled time. For example, a meeting, or a scheduled phone call.

How many landing pages may a customer use?

An unlimited amount

What occurs when a quote and an opportunity are synched?

Any change to line items in the quote will sync with products on the opportunity and vice versa

Product

Any item or service your organization sells. Products are defined within a price book, and can be added to opportunities. Available in Professional, Enterprise, Unlimited, and Developer Editions only.

Campaign Member

Any lead or contact associated with a campaign

Quote Line Item

Any product or service you offer to your customers in a quote. Quote line items represent products from the selected price book.

Who can see posts to records?

Anyone who has access or FLS to that record

Best practices for managing lead data quality?

Appexchange partners, lead import wizard de-duping, appropriate number of required fields, validation rules

Your boss sends you a spreadsheet and asks you to get the leads into SFDC quickly, what should you do?

Ask the admin to utilize the Lead Import Wizard

Standard Price Book

Automatically generated price book containing all your products and their standard prices.

A customer has a requirement to keep the customer ID synchronized real time in the existing back office SAP R/3 system updated in SFDC. Which options are viable considerations? a. import wizard b. Native connector to SAP c Desktop connectors d. Middleware connectors e Data validation rules f. developer toolkits

B, D, F

Which metrics should you consider when building Marketing dashboards for your client manager? (Select the best 2) A. Ask for her opportunity escalation SLA B. Ask how lead scoring is calculated C. Understand her sales pipeline goals D. Define quality vs. quantity of leads E. Standardize campaign hierarchy

B. Ask how lead scoring is calculated D. Define quality vs. quantity of leads

Universal Containers would like to integrate Salesforce.com with their accounting system that has a 1-to-many relationship of addresses to Accounts. The IT department would like to integrate all addresses from the accounting system into salesforce.com. Current analysis of the addresses shows that on average, each account has 5 addresses. What is the recommended configuration: A. Talk with the current user to determine how many address they need B. Build a custom object with a master-detail relationship to Accounts to hold the addresses C. Create 5 Address fields on the Account D. Only use the two standard addresses on the account

B. Build a custom object with a master-detail relationship to Accounts to hold the addresses

Which two objects are synched between Salesforce.com and Outlook? A. Opportunities B. Contacts C. Folders D. Activities E. Cases

B. Contacts D. Activities

The benefits of Salesforce for Google Adwords are: (select 3) A. Take advantage of Salesforce.com's Social Enterprise vision B. Correlate clicks on Google advertisements with Salesforce leads C. Track the results of Google AdWords lead conversion D. Analyze which keywords and advertisements are generating leads, sales opportunities, and new customers E. Measure effectiveness using the Google AdWords dashboard and intelligently optimize your AdWords campaigns

B. Correlate clicks on Google advertisements with Salesforce leads D. Analyze which keywords and advertisements are generating leads, sales opportunities, and new customers E. Measure effectiveness using the Google AdWords dashboard and intelligently optimize your AdWords campaigns

Universal Containers was acquired by a larger company and they were told to provide information on a monthly basis to the new owner. What should the new company review to better help the new owner predict the sales? (Select four) A. Dashboard of user logins B. Count of new accounts/records C. Count number of activities tied to opportunities D. Pipeline report E. Forecasting

B. Count of new accounts/records C. Count number of activities tied to opportunities D. Pipeline report E. Forecasting

Marketing is excited to launch a new product, and wants to track related transactions. They requested an email be automatically sent to notify them. As a system administrator, you: A. Create a Dashboard for the Marketing group to review Opportunities by Product on a regular basis B. Create a workflow to send an email each time for Opportunities with that product C. Train them to leverage the new Global Search function D. Add a flag on the Opportunity identifying it for review

B. Create a workflow to send an email each time for Opportunities with that product

Universal Containers operates in a highly regulated industry and needs to ensure that the sales organization is in compliance with industry regulations. Sales representatives need to be guided through a series of steps before they can send opportunities to the legal team for review. The legal team needs to review and approve the opportunities before a quote can be sent to a potential buyer. Which process should be recommended to streamline the process?(Choose 2 answers.) A. Create a validation rule to submit opportunities for legal approval before a quote is generated. B. Create workflow rules to create specific tasks associated with each step in the process. C. Create a workflow rule to submit opportunities for legal approval before a quote is generated. D. Create an approval process to route opportunities for the legal team to review.

B. Create workflow rules to create specific tasks associated with each step in the process. D. Create an approval process to route opportunities for the legal team to review.

Universal Shipping has many government contracts. The Navy buys lots of parts and wants the contract to be spread over a year. What is the first question you should ask you client to determine the Scheduling setting? A. How much money will the Navy spend? B. Do you forecast by revenue or inventory? C. Does the Navy forecast by revenue or inventory? D. Do you receive payment at shipment or receipt?

B. Do you forecast by revenue or inventory?

You are 5 days after go-live of an SFA (sales force automation) implementation. The CTO thinks user adoption can only happen if sales reps are in the system all day long. How can this be proven? A. Create report that counts the number of logins for sales people B. Import an adoption dashboard from the AppExchange C. Ask the client what they are trying to measure D. Ask the client if the sales people should see this report

B. Import an adoption dashboard from the AppExchange

UC is using SFDC and has set up a private sharing model. Sam is a sales exec who reports to John, a sales manager. Sam has ownership of the ABC company account record and has created an opp for ABC company. There is a sharing rule that allows the finance team to see all Accts and Opps. Which statement is true about data visibility? a. John and Sam can see all of the same data b. John can see all of sam's data but CANNOT see all John's data c. The finance team must be added to the sales team in order to see Sam's opportunity d. John must be added to the sales team in order to see Sam's opp

B. John can see all of Sam's data but Sam CANNOT see all of John's data

Universal Containers is using Salesforce and has set up a private sharing model. Sam is a sales executive who reports to John, a sales manager. Sam has ownership of the ABC Company account record and has created an opportunity for ABC Company. There is a sharing rule that allows the finance team to see all accounts and opportunities. Which statement about data visibility is true? A. John and Sam can see all of the same data. B. John can see all of Sam's data, but Sam CANNOT see all of John's data. C. The finance team must be added to the sales team in order to see Sam's opportunity. D. John must be added to the sales team in order to see Sam's opportunity.

B. John can see all of Sam's data, but Sam CANNOT see all of John's data.

A customer has a requirement to keep the customer id synchronized real time in the existing back- office (SAP R/3) system updated in Salesforce CRM. Which options are viable considerations? (Choose three answers.) A. Import wizard B. Native connector to SAP R/3 C. Desktop connectors D. Middleware connectors E. Data validation rules F. Developer toolkits

B. Native connector to SAP R/3 D. Middleware connectors F. Developer toolkits

As the VP of Sales, you would like optimize visibility of Opportunity records when running Pipeline reports for your Executives and Direct reports as well as ensure visibility of Opportunity records when necessary. The best way to do this is: A. Set the Org-wide default on the Opportunity object to Private; create Sharing rules to limit visibility to Opportunities B. Set the org-wide default on the Opportunity object to Public; Create a role hierarchy to manage the roll up of the Pipeline report C. Set the org-wide default on the Opportunity object to Public D. Create a Role hierarchy to manage the roll up view of Opportunity object only; everything else takes care of itself

B. Set the org-wide default on the Opportunity object to Public; Create a role hierarchy to manage the roll up of the Pipeline report

As the System Administrator, you want to ensure that you are the only profile able to modify the Financial System ID field on the Account record. To best secure the field, you should: A. Use the page layout to make the field Read Only on the Page Layout B. Use field level security to make the field read only for all users except the System Administrator C. Create a validation rule to ensure that only the Profile of System Administrator can modify the field D. Create a Sharing rule so that only the System Administrator can view/edit the field

B. Use field level security to make the field read only for all users except the System Administrator

Since enabling Custom Fiscal Years is not reversible, what should and Admin do beforehand?

Backup any data related to fiscal year

Enabling Salesforce to Salesforce

Before you can use Salesforce to Salesforce (S2S), you have to enable it. This has to be done by both parties - on your org, as well as on the org with which you are going to share data. Administrators can enable Salesforce to Salesforce by accessing it in the setup menu. Note that once the preference is enabled, it cannot be disabled. To enable, navigate to Setup -> App setup -> Salesforce to Salesforce -> Settings. Hit Edit, select Enable, and then select Save.

Self Service Portal

Best case logging for external users Authenticated Free

What is a Forecast?

Best guess estimate of the revenue you can generate in a fiscal quarter.

How would you capture and track a lead referral?

By adding a contact lookup field on the lead form you can track the contact that made the referral.

What is Lead Velocity?

Brand and collateral material produced by marketing

If using Person Accounts, it is a best practice to rename the contact tab:

Business Contact

What controls Case Escalation?

Business Hours and Holiday settings in Salesforce.

Convert

Button or link that allows you to change a qualified lead into an account, contact, and, optionally, an opportunity. Information from the lead fields is transferred into the appropriate account, contact, and opportunity fields.

You get an urgent call from the CFO about an end of year Wall Street report to stakeholders. It is too late to do a monthly sales performance trend analysis since the conference call is next week. However, you need to solve the dilemma for next fiscal year. What should you start looking in to? A. Create a budget to bring in an enterprise level ETL tool B. Create a budget to implement a business intelligence solution C. Create a project plan for using Analytic Snapshots D. Create custom objects to summarize monthly sales data E. Create monthly snapshot reports and emails to the CFO

C. Create a project plan for using Analytic Snapshots

Universal Containers has a field team selling its primary container product and an inside sales team calling existing customers to sell product upgrades. The upgrade sales cycle is shorter and less complex than the full sales process. Which solution will allow the inside sales representatives to close upgrade deals without having to follow the full sales process? A. Use validation rules to prevent inside sales users from selecting unnecessary sales stages for upgrade opportunities. B. Create two page layouts and reduce the number of stages for the inside sales team page layout. C. Create two opportunity record types and sales processes, and assign a simplified page layout to the upgrade opportunity record type. D. Create a custom object for the upgrade process and associate upgrade records with the original opportunity.

C. Create two opportunity record types and sales processes, and assign a simplified page layout to the upgrade opportunity record type.

What should you consider setting up if you want to see how campaigns are influencing your opportunities?

Campaign influence: tracks pipeline and revenue for multiple campaigns, and ties all campaigns of contact roles to that opportunity for pipeline and ROI reporting.

A prospective customer completed a Web-to-lead form on your corporate Web site. Upon follow up with a sales representative, the customer indicated he intends to buy your product. In the Salesforce CRM application, what is the process for moving a prospect to a customer? A. Prospect validation B. Account setup C. Lead conversion D. Contact management

C. Lead conversion

Users can always view all Accounts owned by or shared with users below them in the role hierarchy. Which setting creates an exception: A. Uncheck the Grant Access Using Hierarchies beside the Organization-wide default setting for Accounts B. Contacts that are not linked to an account are always public C. Managers in the role hierarchy with unchecked "Read" or "Edit" profile permissions D. Adding managers to account teams with Read only access

C. Managers in the role hierarchy with unchecked "Read" or "Edit" profile permissions

What can each Landing page contain which will auto-associate new leads to the appropriate Campaign?

Campaign ID field

Universal Containers needs the ability to associate installed products at an account. Those incumbent products help the Sales team during deals to know how to compete. Which approach should Universal Containers consider implementing to best satisfy these requirements? A. Use the standard Competitor fields B. Create a lookup to a custom object for the installed products C. Use the standard Asset relationship D. Use the standard Opportunity relationship

C. Use the standard Asset relationship

When the billing address on an account is changed, the mailing address of all related contact records should be updated to reflect the new address? How can this requirement be met? a. create a workflow rule on accounts b. create a workflow rule on contacts c. create a force.com trigger on accounts d. create a force.com trigger on contacts

C. create a force.com trigger on accounts

Percent Quota

Calculated value in forecasts that indicates what percentage of the quota a salesperson is confident of closing. This amount is the Commit Amount divided by the Quota.

Ways your company can use Chatter?

Call Center Agent ...to follow hard to solve cases Sales person - deal colloboration Peer Knowledge - allows following of experts Groups - everything a team needs to centrally

What are Ways your company can use Chatter?

Call Center Agent ...to follow hard to solve cases Sales person - deal colloboration Peer Knowledge - allows following of experts Groups - everything a team needs to centrally

Which report should you view to see information on leads and contacts related to a single campaign?

Campaign Call Down report

approval process

Can be a multi step processes. At each criteria step - there could be multiple actions (ie sends an email, updates a task and sends an outbound messages

What is a Community?

Community includes SFDC's Ideas, Answers and Blogs.

How can you use a report to track responses to a Campaign?

Compare actual to Targeted responses

As with contacts, you can add person accounts to the _________ related list on cases, contracts, and opportunities.

Contact Roles

Contact Sharing (Same thing here, revise in to multiple questions)

Contact sharing is not available if you have enabled person accounts. The organization-wide default for contacts is set to Controlled by Parent and is not editable. If your organization has customized your contact sharing settings and you want to enable person accounts, change your organization-wide default for contacts to Controlled by Parent, which removes all your contact sharing rules and manually shared contacts.

Where are local files that are uploaded to Chatter actually stored?

Content

What does content delivery enable?

Content delivery allows you to convert PowerPoint, Word, Excel and Adobe PDF documents into optimized web pages for online viewing.

What is Content?

Content is an integrated content library within SFDC. It allows users to deliver content via the web, allows for ranking, manages version control through centralized repository and allows for tagging.

Contract Line Items

Contract line items are specific products covered by a service contract. They only display to users on the Contract Line Items related list on service contracts, not contracts.

What does the Big Deal Opportunity trigger amount base it's currency on?

Corporate Currency

How do you automatically update the mailing address of all contact records when a billing address on an account record is changed?

Create a Force.com trigger on accounts.

What is a workaround for ensuring the License Manager has necessary access?

Create a role for the license manager and add it to all Public Groups

If the Marketing team want to track transactions related to a new product launch, what is the best way to do this?

Create a workflow that sends an email each time an opportunity is created that is associated with that product.

What are some use cases for using Sites?

Create an event site; Advertise upcoming events, such as grand openings, launches, or sales kick-offs on a public event site • Promote new products—Launch new products into the market with a promotional website that helps drive sales • Publish a support FAQ—Provide helpful information on a public website where customers can view solutions to their issues • Create microsites and landing pages—Create temporary landing pages or targeted microsites for marketing campaigns

Each opportunity has an associated record currency, determined by the _______ field of the opportunity.

Currency

What must all campaigns in the same hierarchy have in common?

Currency

How will a currency in a custom formula field display or report?

Custom formula fields are not tied to any particular currency. If the result of a formula field is a currency amount, it displays in the currency of the associated record. This is also true for `cross-object formulas that reference merge fields with different currencies, and formulas in workflow rules and approval processes.

The marketing department would like to determine earlier in the lead hand-off process how effective their efforts are instead of looking only at the number of Closed/Won Opportunities tied to a campaign. Marketing owns the conversion of a lead. Which of the following is the best indicator of quality leads as deemed by the sales team? A. A report showing the upward trend of converted leads B. A dashboard depicting an increase in new contacts created C. A dashboard depicting an increase in new opportunities created D. A report showing an upward trend of non-rejected, converted leads

D. A report showing an upward trend of non-rejected, converted leads

Who would most likely decides a Sales organization key performance indicator (KPI) reporting requirements in an enterprise size client? A. Client Salesforce CRM administrator B. Implementation Project Manager C. Client Field Sales Manager D. Client Sales Operations Manager

D. Client Sales Operations Manager

Salesforce.com Content is now up and running for Universal Widgets. Adoption is great with every RFP document being uploaded in their deal workspace. But some sales reps are complaining their files are now getting hard to locate, especially customer specific proposals. What do you recommend? A. Tell them to put the important files in the Documents related list B. Recommend Google docs and put links in Content C. Provide a training class on how to search D. Give them best practices on using Tags E. Show them how to use Featured tagging

D. Give them best practices on using Tags

UC was bought by a larger company and needs to provide informatin on a monthly basis to the new parent company to help predict sales. Which data should the new parent company review? a. Dashboard of user login history b. count of new lead records created c. # of activities tied to opportunities d. Opportunity pipeline report grouped by month

D. Opportunity pipeline report grouped by month

Universal Containers is updating its sales process to allow multiple proposed-pricing scenarios for each customer. Each scenario should be converted into PDF format and emailed to the customer. Once the customer selects the preferred pricing option, the sales representative should be able to easily update Salesforce. Which feature should be configured to meet the business requirement? A. Opportunities B. Opportunities with product line items C. Leads D. Quotes

D. Quotes

What is Demand Generation?

Demand Generation is used to execute, measure and automate multi channel marketing campaigns from a single platform

UC is expanding sales internationally and has created new price books to handle various currencies for 5 new countries. When a sales representative selects one of the new price books to add a product to an opportunity, there are no products available. What should be evaluated when troubleshooting? a. confirm the product line items on opps is enabled b. confirm that the products are shared with the sales rep's role c. confirm the old pricebook is disabled for the sales rep d. confirm that he products and currencies are associated with the pricebook

D. confirm that the products and currencies are associated with the pricebook

How do you define clean data?

Data that is trusted by the user.

What is Data.com? (formerly Jigsaw)

Data.com is a leading provider of business information and data services that leverages crowd-sourced content contributed by its global business-to-business community of over 1.6 million members. Data.com has over 24 million up-to-date business contacts. Contacts come from Jigsaw, and accounts come from Dun & Bradstreet.

Where are Dated Exchange Rates used?

Dated exchange rates allow you to map a currency conversion rate to a specific date range. Dated exchange rates are used for opportunities, opportunity products, opportunity product schedules, campaign opportunity fields, and reports related to these objects and fields.

Dated Exchange Rates

Dated exchange rates allow you to map a currency conversion rate to a specific date range. For example, the exchange rate on January 1 was 1 USD to 1.39 AUD, but on February 1, it changed to 1 USD to 1.42 AUD. Your opportunities that closed between January 1 and February 1 use the first exchange rate (1 = 1.39), while opportunities that closed after February 1 used the second exchange rate (1 = 1.42).

Where are Dated Exchange rates not used?

Dated exchange rates are not used in forecasting, currency fields in other objects, or currency fields in other types of reports.

On an opportunity, what does the Stage field trigger?

Default value in the Forecast Category and Probability fields

Steps to getting started with Customizable Forecasting?

Define Fiscal year Set forecast settings such as date, type, default view and sharing Customize your forecast hierarchy Enable Customizable forecasting Set user permissions

What is a best practice for Activities and Leads?

Define activities per step in the lead process and give the tasks a due date

What are types of Campaigns?

Direct Mail Seminar Print Advertisement Email

How do you show multiple currencies in report columns?

Display the Converted columns (e.g. Annual Revenue Converted) which will show the currency selected in the Show > Currencies drop down.

What are Divisions?

Divisions enable you to work with a particular data set, identified as a division, so that searches will show only the data for your working division.

What are design considerations for Record Types?

Don't create too many as it will be difficult to maintain

When importing accounts, contact or leads, you can specify the currency type for amount fields by:

Entering a currency code in the "Currency ISO Code" column in your import file.

If you are viewing your forecast and drill down to a team members forecast how will the opportunity display?

Drilling down into a users forecast and opportunities will show the amounts in original currencies.

Tasks sync based on their ______ dates.

Due

Running User

Each dashboard has a running user, whose security settings determine which data to display in a dashboard. If the running user is a specific user, all dashboard viewers see data based on the security settings of that user—regardless of their own personal security settings. For dynamic dashboards, you can set the running user to be the logged-in user, so that each user sees the dashboard according to his or her own access level.

Case Escalation Rules triggered on the last modification will be reset each time a user does what?

Edits the case

When setting up Forecasts, what are the options for an admin to set up forecast currency?

Either the organization's corporate currency, or each forecast owner's personal currency.

What is Eloqua?

Eloqua is an Automated Marketing and Demand Generation software services to help marketers streamline their sales processes. The application gathers and qualifies leads by automating and integrating email, direct mail and web marketing campaigns to drive prospective customers to the web. Eloqua develops rich profiles of qualified prospects using proactive web chat, personalized microsites and deep real time website analytics

What is the Eloqua application used for?

Eloqua is used to gather and develop qualified leads

Where are Case Records created?

Email to Case, Web to Case, Manually (Phone)

When converting leads, what option activates enforcement of required fields, validation rules, workflow actions, apex triggers, etc?

Enable Validation and Triggers from Lead Convert

What is an easy way to provide channel partners with easy access to approved product documentation and ensure they are notified when it is updated?

Enable content in the partner portal and enable content email alerts for partner users.

What must be done in order to use campaign hierarchy fields?

Enable them using field-level security

If you activate Salesforce to Salesforce is it reversible?

Enabling Salesforce to Salesforce is not reversible, however, you control the information you share and the connections you share with. You can stop sharing or modify sharing settings at any time.

What should be done to show Campaign Hierarchies?

Expose the related list on the page layout.

T or F Sales methodology means an industry-recognized sales process?

FALSE

T or F. List views can be created from console?

FALSE

T or F? Portal users can customize report results?

FALSE

True or False Forecasting is an exact science and is the total of all the opportunities you are working on.

FALSE

True or False Forecasting is an exact science and is the total of all the opportunities you are working on?

FALSE

True or False The stage field is mapped to a value for the Forecast Category field and this can never be changed in an opportunity

FALSE

True or False Your forecast is available to your manager only after you have clicked the submit button

FALSE

True or False Once you save a PDF quote, the file is automatically emailed to the customer.

FALSE

True or False Sales reps must use the same system to manage calendars and to document meetings?

FALSE

True or False You can apply a discount to the entire quote: there is no need to apply discounts to individual line items in the quote

FALSE

True or False? Custom Objects will have Assignment rules?

FALSE

True or False? Once the User completes a landing page form, his or her status changes from Lead to an Opportunity?

FALSE

True or False? Web to Lead enables Google Adwords campaigns?

FALSE

True or False? You can execute a campaign within SFDC?

FALSE

True or False? You can execute a campaign within Sfdc?

FALSE

True or False? Your ast step is to click Generate to generate the W2L form?

FALSE

Connect for Outlook

Force.com Connect for Microsoft Outlook is an add-in for Microsoft Outlook that allows you to interact with Salesforce conveniently from Outlook. Connect for Outlook adds buttons and options to your Outlook user interface.

Your best estimate of the revenue you can generate in a fiscal quarter.

Forecast

How do Territories affect forecasting?

Forecast data is derived from the opportunities that are associated with the accounts in your territories. Users will have a different forecast for each territory to which they are assigned.

What is Forecast?

Forecast is a revenue projection, it aggregates opportunities into summary

Revenue Forecasting

Forecasting based on projected revenue amounts.

Why is it important to forecast sales?

Forecasting helps a company to manage revenue

Products belong to Price Books which contain details such as product family.

Forecasts can be driven by product family

Customer Portal

High volume customer portal - infrequent usage License fee authenticated

Google Adwords

Google AdWords™ (http://adwords.google.com) is an online advertising service used to create advertisements that display on major search engines, including Google. Many Salesforce customers advertise online with Google AdWords as a mechanism to generate leads.

What is Lead Feedback?

Helps move the lead forward

What is Hoover's ?

Hoover's is a business research company that has provided information on U.S. and foreign companies and industries since 1990. There is a link available on the standard page layout that links to a Hoover's profile for that account record

Where is Chatter not supported?

IE 6.0 portal users or in a console

What can display on the Customer Portal?

Ideas, Home, Cases, Reports, Solutions, Web Tabs, Documents, Content related (workspaces, content, subscriptions and Contribute) Custom objects

If a user is deactivated what happens to their Chatter settings?

If Chatter is enabled and a user is deactivated, the user is removed from Following and Followers lists.

When are new events created when syncing?

If there are no events with the same subject and time.

What is the outcome if no translation exists for a specific component in Salesforce?

If there is no translated value for a customized component, users see the value in the organization's default language.

Will Workflow Rules trigger on Import?

If via Import Wizard, you can choose. API or Data Loader might automatically run, so you'll need to Deactivate first.

What happens if you change a private group to public in Chatter?

If you change a private group to public, updates and files are visible to all users, all pending requests to join the group are accepted, and anyone can join the group.

How are Cases assigned?

If you don't use active assignment rules, the person who creates it is the Owner. If you choose AA, it will run in order until it finds a match. Will assign to User or Queue.

Stage Duration

In opportunity reports, the number of days the opportunity was in the stage listed in the Stage column.

Where multiple currencies are enabled, how is the users personal currency amount displayed?

In parentheses.

Where will a Product always be listed?

In the Standard Price book

What does the forecast currency choice determine?

In what currency a user can make forecast adjustments.

What is a Product?

Individual items or services that an organization sells to customers through an Opportunity

What are the main challenges that marketing faces when trying to align with sales?

Inefficient handoff from marketing to sales slowing down of lead velocity

Sales Model examples

Inside/Outside Territory

How can reps not trusting Leads be addressed?

Instilling qualification criteria, a lead scoring system.

What is a benefit of standardising Opportunity Naming?

It will assist in improving data quality and make reporting easier to read.

What is Jigsaw? (Now known as Data.com)

Jigsaw (Data.com) is a data enrichment tool that uses cloud collaboration to maintain updated data. It allows you to keep data clean automatically, Research account and contact data details Uncover and market to the right person at a target account

What is more informative than Job title?

Job role

Lead Tracking

Lead tracking provides the ability for Salesforce customers to correlate Google AdWords search marketing efforts with the leads, opportunities, and deals that result from those efforts. Lead tracking is also referred to as Website Lead Tracking.

Create some questions on this subject... Multiple quotes on an opportunity - how to sync them.Know the 'Start Sync' button on opportunity & the 'Syncing' message on quotes

Know the 'Start Sync' button on opportunity & the 'Syncing' message on quotes

Org wide default (account) = private; Universal Companies account owned by Karen, Universal Storage account & Universal Containers Account child accounts to Universal Containers and both owned by Bob, Universal Monitors account owned by Sue child account to Universal Storage, Universal Boxes account owned by Mark child account of Universal storage.

Know who can see what. (really, this is an answer???)

What is Territory Management?

Large, national and multi-national companies practice territory management to automate the assignment of accounts to users A territory is defined by one or more abstracted account attributes and has a specific, limited point-in-time context to your business Used to automate their opportunity & forecasting reporting Ideal if you use a private opportunity and account sharing model but have to manage thousands to millions of accounts Territory management only affects accounts and the standard objects that have a master-detail relationship to accounts. E.g. opportunities are included in territory management but leads and activities are not.

What is Late Pipeline?

Late Pipeline is when the deal is almost closed proposal/price quote negotiation and review

A prospective customer completed a web to lead form on your corporate website. Upon follow-up with a sales representative, the customer indicated that he intends to buy your product. In the sfdc app, what is the process for moving a prospect to a customer?

Lead Conversion

Explain the factors that influence sales metrics, KPIs, and business challenges?

Lead Conversion rate (won/lost), close rates, adoption, stage durations

Most common integrations in a Marketing organization take place when ?

Lead Generation... you got to spend money to make money

what is the Lead Import Wizard?

Lead Import Wizard Allows admin to import leads automatically from a spreadsheet. Once imported they can be assigned manually or through lead assignment rules

Converted leads themselves may no longer be viewed, but how can information on them be viewed?

Lead Reports

What two features together are typically used to track ROI?

Lead Source Tracking and Campaigns

What steps accurately describe the process map in sales and marketing organizations?

Lead generation --> Lead qualification --> Revenue Management (Forecasting)

What are the steps that describe the process map in sales and marketing organisation's?

Lead generation and qualification - opportunity conversion - revenue management (forecasting).

What should be leveraged to display account hierarchy data?

Leverage mini-page layouts

When do Data.com limits refresh?

Limits refresh on the first of the month and do not roll over to the next month

What does Forecasting due?

MANAGE REVENUE

How can Sales and Marketing be better aligned?

Make the details of products, campaigns and offerings easily accessible to sales reps

What permission is required for managing connection templates in Salesforce to Salesforce?

Manage Connections

What is the difference between the managed and the standard version of Chatter Desktop?

Managed - For enterprises deploying Chatter Desktop to users who don't have administrator privileges on their machines - Requires administrator privileges in Salesforce to access the installer Standard - For individuals with administrator privileges on their machines - Does not require administrator privileges in Salesforce to access the installer

How do manually assigned accounts differ from those assigned by account assignment rules?

Manually assigned accounts are not evaluated when running account assignment rules. After they have been manually assigned to a territory, they remain there until they are manually removed from the territory.

What permission is required to enable the loading of leads?

Marketing Users can import leads and use the campaign import wizards if they also have the Marketing User profile (or the "Import Leads" permission and "Edit" on campaigns).

What are Campaigns?

Marketing and sales initiatives used to generate new business.

Matrix Reports

Matrix reports are similar to summary reports but allow you to group and summarize data by both rows and columns. They can be used as the source report for dashboard components. Use this type for comparing related totals, especially if you have large amounts of data to summarize and you need to compare values in several different fields, or you want to look at data by date and by product, person, or geography.

What is Mid Pipeline?

Mid Pipeline has moved through initial stages competition with other companies needs to be won over Deals advance towards the end of the pipeline if all goes well

When converting a lead associated with a campaign, will the campaign be associated to the account on conversion?

No. Campaigns are typically associated with Opportunity. 'Primary Campaign Source' is the field that tracks the campaign associated with a lead prior to lead conversion. This value can be manually changed in the lead detail. It provides 100% of the amount revenue credited to the specified campaign.

If you are using multiple currencies are you able to track revenue gain or loss based on currency fluctuations?

No. Historical changes and fluctuations are not stored.

In an organisation with a private sharing model, Sam is a sales exec that reports to John, a Sales Manager. Sam has ownership of the ABC Company account record, and also has created an opportunity for ABC Co. Can Sam see John's data?

No. John, as the manager in the hierarchy can see Sam's data, but not the other way around.

Will Sidebar Search or Advanced Search find information in Chatter feeds?

No. Only Global Search will find information in feeds.

Can you email a dashboard to a non- Salesforce user, and will they be able to access it?

No. Only Salesforce users can access dashboards.

If you change a conversion rate will the previous conversion rate be stored?

No. Previous conversion rates are not stored.

Is territory management automatically enabled out of the box?

No. Territory management is not enabled by default in Salesforce. To request territory management for your organization, contact salesforce.com.

Are accounts, leads, opportunities and contacts all subject to the sharing enabled through territory management?

No. Territory management only affects accounts and the standard objects that have a master-detail relationship to accounts. For example, opportunities are included in territory management but leads are not.

Is it possible to forecast individual product amounts?

No. You can forecast on Amount, Quantity, and units of Product Families, not Individual Products

Is 'Join' available as an option for all groups visible through Chatter?

No. You can join a public group, but must 'Request to Join' a private group. This will generate an email request to the owner or manager/s of a private group who can then allow you to join.

If I can't see a field on the page layout can I include it in a report?

No. You can view only those fields that are visible in your page layout and field-level security settings.

Can you delete a content file that is associated with a content delivery?

No. You must delete the content delivery first. Deleting the content delivery will delete the content.

Can anyone add a team member to an account team?

No. You need to either be the owner sharing the record or have read permission on the account.

Will an email be tracked if sent in text version?

No....only when a HTML version has been sent

Where are custom AdWords fields added?

On the Lead object

When can products be converted to Assets of an Account?

Once the Opportunity is Closed Won.

How many assignment rules can be active at a given time?

One

How many pricebooks can an Opportunity work with?

One

Explain how salesforce to salesforce facilitates the exchange of data between orgs?

One has to be provider and one has to be subscriber, but can loop to enable both. Be careful of the impact of data quality, fields need to reside in both orgs

Marketing User

One or more individuals in your organization who can manage campaigns. Administrators can designate someone as a Marketing User by selecting the Marketing User checkbox in the user's personal information. Only marketing users can create, edit, and delete campaigns or configure advanced campaign setup. To use the campaign import wizards, marketing users must also have the Marketing User profile or the "Import Leads" permission.

Partner Portal

Partner portal allows partner users to log in to Salesforce through a Web portal rather than through salesforce.com.

How many Auto-response rules rules may be active at a time?

Only 1

How many lead assignment rules may be active at a time?

Only 1

What record types does Territory Management affect?

Only Accounts and the standard objects that have a master-detail relationship to accounts.

How many Pricebooks may an Opportunity contain?

Only one

How many parents may a campaign in a hierarchy have?

Only one parent, and a parent may have an unlimited number of children.

In a Forecast Hierarchy, whose forecast may a manager override?

Only their direct reports

What does the self service portal allow you to see?

Open and closed cases, related solutions, completed activities, comments and optionally add comments to their cases

If a forecast includes opportunities that are in different currencies, how are these forecast?

Opportunities in different currencies will be converted to your personal currency for display. Amounts in the opportunities are not affected.

What determines the forecast month?

Opportunity Close Date

Company A is bought by a larger company and needs to provide information on a monthly basis to the new parent company (B) to help predict sales. What data/report should company A provide for review?

Opportunity pipeline report grouped by month.

In what currency are amounts shown in reports?

Original currencies

Quantity Schedule

Outlines the dates, number of units (i.e., quantity), and number of installments for billing or shipping a product. Your organization can decide exactly how to use schedules. Available in Enterprise, Unlimited, and Developer Editions only.

Revenue Schedule

Outlines the dates, revenue amounts, and number of installments for billing or recognizing revenue from a product. Your organization can decide exactly how to use schedules. Available in Enterprise, Unlimited, and Developer Editions only.

What does overriding the Opportunity allow?

Overriding the opportunity allows someone to change the stage, forecast category, close date

Partner Accounts

Partner accounts are Salesforce accounts that a channel manager uses to manage partner organizations, partner users, and activities when using the PRM portal or partner portal.

Can Partner Portal users see all list views when logging into Salesforce?

Partner portal users can automatically see any list view with visibility settings marked 'This view is accessible by all users'. Create specific list views on all objects accessible to portal users, and then assign portal users to only the list views you want them to view to control access.

Partner User

Partner users are Salesforce users with limited capabilities. They are associated with a particular partner account, have limited access to your organization's data, and log in via a PRM portal or partner portal.

Partner

Partners are the companies with which you collaborate to close your sales deals. For each opportunity or account you create, the Partners related list allows you to store information about your partners and the roles they play in the opportunity or account. A partner must be an existing account within Salesforce. Selecting a partner role automatically creates a reverse partner relationship with the associated account so that both accounts list the other account as a partner.

What is the default Mid Pipeline stage that comes with Salesforce?

Perception Analysis

What are Person Accounts?

Person Accounts allow you to manage a business to consumer model B to C such as financial services, an online shopper or a frequent traveler

Person Accounts (revise this, break it up in to several question)

Person accounts combine the functionality of accounts with the functionality of contacts. Person accounts represent individual consumers, while business accounts represent companies or institutions. Person accounts can have all of the fields found in business accounts, except for the following: • Reports To • Parent Account Person accounts appear in both account and contact list views. Add the "Is Person Account" icon to your personal list views to visually differentiate person accounts from other records, and to include or exclude person accounts in a list. Person accounts only appear in account search results. Leads with a blank Company field are converted automatically to person accounts.

What is a storage space consideration for Person Accounts?

Person accounts count against both account and contact storage because the API considers each person account to consist of one account as well as one contact.

What are Leads with a blank company name converted to?

Person accounts; the default person account record type for your profile is applied to the new person account

What are Forecast categories?

Pipeline - early stages Best Case middle of the pipeline Commit - at end of the pipeline and almost closed Closed - the deal is complete and revenue is booked Omit - those deals that were started but fell out, were cancelled, or didn't bring in any revenue

What is Pipeline?

Pipeline consists of various maturity stages of an opportunity Opportunities are more at the beginning of sales process and keep reducing towards the closing stage Sales process can be visualized by the funnel effect

What is the Standard Project Methodology

Plan - Analyze - Design - Develop - Validate

On an opportunity, what is the Forecast Category field?

Populated with a default value depending on the Stage field value of the opportunity

What are the two levels of access to Salesforce CRM Content that can be granted to partner portal users?

Portal users without a Salesforce CRM Content feature license can download, rate, comment on, and subscribe to content if they have the "View Content on Portals" user permission. They cannot view potentially sensitive data such as usernames and download, version, and subscriber history. Portal users with a Salesforce CRM Content feature license can access all Salesforce CRM Content features granted by their library permission(s), including contributing content, moving and sharing content among libraries, and deleting content. The content delivery feature is not available to portal users.

How do you implement specific currency amounts in List View Criteria and Report Filters?

Prefix currency amounts with specific currencies or amounts. (e.g. Annual Revenue greater than USD 500000)

What is the Confine Opportunity Assignment checkbox?

Prevents the opportunities in a territory from being moved out of the territory and its child territories when account assignment rules are run.

It is a best practice to _______ a list of the accounts that would be assigned to the territory and territories below it?

Preview

Standard Price

Price for a product that is included in the Standard Price Book.

What sharing model can cause reps to create duplicate accounts?

Private

What is Probability?

Probability is the likelihood the deal will close defined as a %

Connect Offline

Product that allows salespeople to use Salesforce to update their data remotely, anywhere, anytime—totally unplugged.

Connect for Office

Product that allows you to integrate Salesforce with Microsoft® Word and Excel.

A quote is created from an opportunity and its ______.

Products

What is difference between Products and Assets?

Products are items your company sells Assets are items that the customer has purchased

How do you set Object level permissons?

Profile

What are pros and Cons of Native Mass Email Solution?

Pros - included in license cost, intuitive for users Cons - batch email limits, often get caught in spam filters, manual list management of opt outs and bounces

Pros and Cons of Partner Mass Email Solution

Pros - integrate seamlessly through appexchange partners, use built in reporting for evaluation of email reporting, manage email bounces and multiple subscriptions Cons - can be costly if high volume, custom built integration if non app exchange partner

What is Early Pipeline?

Prospecting Qualification Needs Analysis Value Proposition Identify Decision Makers

What is Child implicit sharing?

Providing access to an account's child records to the record owner. Child implicit sharing only applies to contact, opportunity, and case objects (children of the account).

What is Parent implicit sharing?

Providing access to parent records (Account only) when a user has access to children opportunities, cases or contacts for that account.

Product code in Quote Line items

Quickly see all the information you need related to your quotes, including product codes. Product code is now a standard field in quote line items, giving you instant visibility into the details of your quotes.

What is Product code in Quote Line items?

Quickly see all the information you need related to your quotes, including product codes. Product code is now a standard field in quote line items, giving you instant visibility into the details of your quotes.

What is Quota?

Quota is a benchmark or goal of how much you should sell within a given time frame. It helps you track performance against plan allows you to attain the organization's revenue goals can be articulated in dollars, product units or both

What are Quotes?

Quotes are Pricing proposals extended to customers. Each quotes is tied to one opportunity and one opportunity can have many quotes can be converted to a pdf and emailed to customers streamlines the sales process (template ensures consistency) provide a consistent archive can design a real-time approval process for quote discounting

What is ROI?

ROI is Return on Investment - a percentage calculated as the net gain total value of won opportunities minus actual cost divided by actual cost

How is ROI calculated for campaigns?

ROI, which is expressed as a percentage, is calculated as the net gain. Calculation is: Total Value Won Opportunities - Actual Cost/ Actual Cost.

What is a Case?

Records based on inquiries from people. Can be a customer's feedback, problem, or question.

What is conditional highlighting on reports?

Red, yellow green based on thresholds

Stage History

Related list on an opportunity detail page that lists changes in status and stage for the opportunity.

What is a Report type?

Report Types determine which fields are available to you in the report creation

3. UC is in the planning stages of deploying SF within its sales org. The project manager has asked for a breakdown of the expected deliverables that will need sign-off at each stage of the project. Match the deliverable on the left with the appropriate project phase on the right. Deliverable: Requirements Matrix Functional Spec Project Plan UAT Scripts Configuration Phase: Verify Build Design Analyze Plan

Requirements Matrix - Design Functional Specification - Analyze Project Plan - Plan User Acceptance Testing Scripts - Verify Application Configuration - Build

Best Case Amount

Revenue projection in a forecast that identifies total possible revenue for a specific month or quarter. for managers, this should equal the total amount of revenue they and their entire team might possible generate.

Which hierarchies must be enabled to use Territories?

Role Hierarchy, and Territory Hierarchy

How do you grant access to an Opportunity for an account that I am on...but do not own...and OWD for Opportu ities is private?

Set the Opportunity Access on each role

how do you specify the individual records that a user can view, edit?

Set your OWDs, define a role hierarchy, and create sharing rules

Where can you access Workflow Rules?

Setup > Create > Workflow & Approvals

Explain the concept of and use cases for sales territories

Shared access across teams for different purposes. Allows expanded access in a private model. Shifts forecasting to be by territory rather than sales team.

Salesforce to Salesforce

Sharing information with partners should be as easy Click, connect, and share information such as leads, deal registration, or cases—with any of your partners that also use salesforce.com. Remember, Salesforce to Salesforce is free for all customers, including Group Edition customers. No additional charge to send invitations, accept invitations and share records!

What Standard Profile may be used to manage Solutions?

Solutions Manager.

Opportunity Product Sort

Sorting products on your opportunities puts products in the order you want, and syncs the order with the opportunity quotes that you send to customers.

What is Opportunity Product Sort?

Sorting products on your opportunities puts products in the order you want, and syncs the order with the opportunity quotes that you send to customers.

What is Stage?

Stage identifies where an opportunty is in the sales pipeline SFDC provides 10 default values for the Stage field each stage falls unto one of the 5 places in the pipeline

What is difference between standard and custom fiscal years?

Standard fiscal years follow Gregorian calendar but can start at any month Custom fiscal years allows you to flexibly define a fiscal year that meets your exact needs.

How are opportunity amounts displayed in reports?

Standard reporting displays an amount in it's original currency, however you can change this to display in any active currency.

What is a summary report?

Summary reports are similar to tabular reports, but also allow users to group rows of data, view subtotals, and create charts. They can be used as the source report for dashboard components. Use this type for a report to show subtotals based on the value of a particular field or when you want to create a hierarchical list, such as all opportunities for your team, subtotaled by Stage and Owner. Summary reports with no groupings show as tabular reports on the report run page.

workflow what are the basic steps to set up?

Step 1 - set up actions - creating a task , update field, send an email, send an outbound message Step 2 - set up criteria ie oppty if oppty moves to negation stage - may want to sent email -individual users and sales team or role CANNOT setup email to my manager . need to set up email - see who the recipients are of those actions there will be dis-tractors to who can set email to.. can change a record type with a field update change record type page layout 1:1 with record type how would change page layout on oppty. change page layout

What does submitting a forecast do?

Submitting a forecast takes a snapshot and timestamps/archives that forecast into the forecast table

If your Org Wide Default for Accounts is set to Private, adding someone to an Account Team with access of read/write will override the Org Wide Default. True or False

TRUE

T or F The native mass email functionality is not recommended for marketing?

TRUE

T or F? If you enable divisions....you cannot enable Quotes

TRUE

T or F? If your organization has enabled products, assets are automatically enabled for your org?

TRUE

T or F? Summary reports with no groupings show as tabular reports on the report page

TRUE

T or F? If a contact is associated with a Campaign and is then added as a contact role on an Opportunity, the Opportunity will be updated for the same Campaign under it's Campaign Influence related list

TRUE

True or False Account ownership and it's effect on record sharing remains valid and unchanged when territory management is in use

TRUE

True or False Only users with correct permissions can change their quota at any time?

TRUE

True or False You must request Territory Management from SFDC?

TRUE

True or False Sales should evaluate lead quality and provide feedback to marketing

TRUE

True or False To create a pdf of your quote, click create pdf on the quote detail page

TRUE

True or False? Account ownership and it's effect on record sharing remains valid and unchanged when territory management is in use

TRUE

True or False? As part of creating a W2L form, you must specify the Return URL field?

TRUE

True or False? Customizable forecasting relies on how Opportunity Stage picklist values map to Forecast Categories?

TRUE

True or False? If a manager overrides a forecast amount...there is a visual indicator on the forecast line?

TRUE

True or False? If you enable Products, Assets are automatically enabled

TRUE

True or False? Solutions are accessible for all users?

TRUE

True or False? Web to Lead allows your company to generate leads from your company's website?

TRUE

True or False? Web to Lead can generate up to 500 new leads per day?

TRUE

True or False? You associate a W2L page with a Campaign while creating the form?

TRUE

True or False? Account ownership and it's effect on record sharing remains valid and unchanged when territory management is in use

TRUE

True or False There is a synching between the Opportunity and the Quote record?

TRUE IT CAN ONLY SYNCH WITH ONE QUOTE AT A TIME ...even though an opportunity can be related to many quotes

Which Report format cannot be displayed in a chart?

Tabular

Tabular Reports

Tabular Report Tabular reports are the simplest and fastest way to look at data. Similar to a spreadsheet, they consist simply of an ordered set of fields in columns, with each matching record listed in a row. Tabular reports are best for creating lists of records or a list with a single grand total. They can't be used to create groups of data or charts, and can't be used in dashboards unless rows are limited. Examples include contact mailing lists and activity reports.

What is a tabular report?

Tabular reports are the simplest and fastest way to look at data. Similar to a spreadsheet, they consist simply of an ordered set of fields in columns, with each matching record listed in a row. Tabular reports are best for creating lists of records or a list with a single grand total. They can't be used to create groups of data or charts, and can't be used in dashboards unless rows are limited. Examples include contact mailing lists and activity reports.

What are the three types of reports? (There's a forth now...revise)

Tabular, Summary and Matrix.

What is the Forecast Date field in Forecast settings?

Tells Salesforce what date to use when determining when an opportunity contributes to a particular forecast

An account sharing system that grants access to accounts based on the characteristics of the accounts. It enables your company to structure your SFDC data and users the same way you structure your sales territories

Territory Management

An account sharing system that grants access to accounts based on the characteristics of the accounts. It enables your company to structure your sfdc data and users the same way you structure your sales territories

Territory Management

What is Territory Management?

Territory Management grants access to accounts based on the characteristics of the accounts with support for complex and frequently changed sales organization's structures.

For every territory, 2 sharing groups are created; one for the territory and one for the territory and all it's children

Territory Sharing Groups

What setting must be enabled in order to make a Hierarchy Account Assignment rule applicable to child territories?

The "Apply to child territories" checkbox

How do you configure the available Campaign Member Statuses?

The Advanced button on the Campaign

How do you set or change the record type for all the Campaign Members of a Campaign?

The Campaign Member record type on the Campaign

How do I report on campaign success?

The Campaign ROI Analysis Report is available through the Reports tab in the Campaign Reports folder. It calculates your campaigns' performance by return on investment (ROI) and average cost.

Campaign ROI

The Campaign ROI is the return on your marketing investment. Use the Campaign ROI Analysis report to analyze the ROI.

For service, what is good to add to the Asset page?

The Cases related list

How do you know how your data compares with data in Data.com?

The Clean Status field (In Sync, Not Compared, Inactive, Reviewed, Different)

How do you enable users to manually extend sharing privileges for a user's data?

The Enable Forecast Sharing checkbox on Forecast Settings

What must an Opportunity stage map to (for Forecasting)?

The Forecast Category

What amount is used for the forecast?

The Opportunity amount NOT the expected amount

What happens if an account matches all inherited and locally-defined account assignment rules for multiple territories on the same branch of the hierarchy?

The account is assigned to the lowest matching territory.

What happens if an account matches a territory's inherited account assignment rules but not all of the territory's locally-defined rules?

The account isn't assigned to the territory, but is evaluated for child territories

UC has only one Pricebook but has 2 currencies - only one currency is illustrating in the Opportunity - why?

The answer lies in the relationship between the opportunity currency and the currencies listed in the pricebook. An opportunity can only have one currency associated with it, and the chosen pricebook will only show products that have prices listed in that currency. For more information, you can research the implications of enabling multi-currency in an org.

What is Corporate Currency?

The currency in which your company reports revenue

In which currency are values in Dynamic Dashboards shown?

The currency of the logged in user

How is access to data controlled through reports?

The information you see in reports is the data that you can access. This includes records you own, records to which you have read or read/write access, records that have been shared with you, records owned by or shared with users in roles below you in the hierarchy, and records for which you have "Read" permissions.

Opportunity amounts display in the record currency as well as:

The opportunity owner's personal currency

What does the Enable Territory Management Button do?

The organization's current forecast hierarchy and forecast data are automatically copied to the territory hierarchy.

Sales Price

The price of a product on an opportunity. This can be different than the product's standard or list price.

What should be displayed to avoid confusion regarding different lead types?

The record type field

Contact Role

The role that a contact plays in a specific account, contract, or opportunity, such as "Decision Maker" or "Evaluator." You can mark one contact as the "primary" contact for the account, contract, or opportunity. A contact may have different roles in various accounts, contract, or opportunities.

Quota

The sales goal assigned to a user on a monthly and quarterly basis. A manager's quota should equal the amount she and her team are expected to generate together.

A queue member can view and edit a lead but not take ownership of the lead? Why?

The sharing model for Leads is with Public Read Only, or Public Read/Write, and not Read/Write/Transfer

What are assets?

The specific products that your customers have purchased.

Member Status

The status of a lead or contact in relation to a campaign. For example, a lead or contact could have a member status of "Planned," "Sent," or "Responded" at different stages of an email campaign.

What can a user with a Chatter Free profile do?

The user can only log in to Chatter. They can access all standard Chatter people, profiles, groups, and files.

What can a user with a Chatter Only profile do?

The user can only log in to Chatter. They can access all standard Chatter people, profiles, groups, and files. Additionally, they can: • View Salesforce accounts and contacts • Use Salesforce CRM Content, Salesforce CRM Ideas, and Answers • Modify up to ten custom objects

What can a user with a Chatter External User profile do?

The user can only log into Chatter and access groups they've been invited to and interact with members of those groups.

Where is the ability for a user to Edit Personal Quota and Override Forecasts enabled?

The user record

Analytic Snapshot Running User

The user whose security settings determine the source report's level of access to data. This bypasses all security settngs, giving all users who can view the results of the source report in the target object access to data they might not be able to see otherwise.

An organisation has set the OWD for Accounts to private and Opty to public read/write. A sales user is viewing an opty owned by another user and associated with an account they are unable to access based on sharing rules. What is the result if they click the account link from the opty?

The user will receive the insufficient privileges message.

By default, in which currency do quota amounts appear?

The user's personal currency.

What are the limits regarding using the clean feature of Data.com

There are no limits; cleaning records is a subscription based license and does not limit the number of records you can clean

A sales rep selects a new price book to add a product to an opportunity , however there are no products available. Why?

There are no products and currencies associated with the pricebook that are available for the account or the user (based on currency).

How are amounts in the user's personal currency displayed?

They are displayed in parentheses.

What is main goal of sales reps?

To Grow Revenue

What is the purpose of a Line chart?

To connect points that represent individual data measurements.

Examples of Chatter Use Cases

To illustrate your skills of your profile corporate directory to follow important records or documents create teams working a common project

What can you track with Search Marketing?

Track keyword metrics/results to actual sales

Caution....your org is not enabled for customizable forecasting until what?

Until you have clicked the enable forecasting button under you name, setup, customize, forecasts, forecast hierarchy

How can you search for a Chatter Group?

Use Global Search or use the search tools on the Groups tab.

How would you enforce a lead to enter their phone number via web-to-lead?

Use Java Script on the web to lead form to enforce entry of this data.

As administrator you want to ensure that only certain users can modify a specified field. What is the best way to do this?

Use field level security and make the field read only (or hidden) for your selected user or group of users.

An organisation wants to keep separate systems as 'system of record'. How would you ensure data integrity in this scenario?

Use integration to access data from various systems or keep it 'correct' based on updates driven through Salesforce.com

If the current quote model cannot be programmed, then what should be implemented in Salesforce?

Use product bundles and allow users to set prices

Universal Containers needs the ability to associate installed products at an account to specific cases. Those installed products contain information on the accounts contracted Service Level Agreement as well as the installed product serial number. Which approach should UC consider implementing to best satisfy these requirements?

Use the standard Asset relationship

What is Useability?

Useability is the overall quality of the user experience of an interface or the research methods to assess user experience ISO definition includes: Efficiency, Effectiveness & Satisfaction

What are the functions you can perform in the Customize reports?

add sums, averages choose summary groupings add or remove columns set filters add charts and highlights save changes

We deal with a very large volume of merchants that fall under partner accounts. We need a way to easily track renewals for these accounts. The volume is too high to manually create renewal opportunities for each account. Is there a way to automate this?

Using APEX trigger you can develop logic and create renewal opp every time when current opp is closed. This will give you great forecast of upcoming revenue and have renewal deals ready to go.

How can administrators submit forecasts for all users?

Using a Batch Submit option that becomes available once you enable forecasting

Who would be interested in the Top 10 reasons deals were lost report?

VP of Sales

What is the correct order of rule processing? 1. Assignment Rules 2. Validation Rules 3. Escalation Rules 4. Workflow Rules

Validation, Assignment, Workflow, Escalation

What is Vertical Response?

Vertical Response is a email solution that can handle unlimited emails. It allows to see click through rates on an email

Web Direct Leads

Web direct leads is a specific lead source indicating that the lead was generated when a user, who has bookmarked your website or directly typed the URL of your website into a browser, filled out the Web-to-Lead form containing the Salesforce tracking code.

Web Referral Lead

Web referral lead is a specific lead source indicating that the lead was generated when a user navigated to your website using a referring link on another site and filled out the Web-to-Lead form containing the Salesforce tracking code. For example, if a user is browsing your partner's website and clicks on a link to your website, then fills out your Web-to-Lead form, a Web referral lead is generated. The lead source details include the referring URL for each Web referral lead.

How do you track Campaign responses?

Web to Lead jump page with response form Manual response Capture through mass update by importing a file Capture responses from partner

How do you track Campaign responses?

Web to Lead jump page with response form Manual response Capture through mass update by importing a file Capture responses from partnet

How can you track responses for a campaign?

Website response using a form from website. Your administrator can set up Web to Lead to create a jump page with a response form. All responses are created as leads and linked to the campaign Manual response mass update using Campaign member import wizards to import a list of leads or contacts with their response

What happens if a language is deactivated?

When a language is deactivated, all translations for that language are still available in the Translation Workbench but users with that language selected see the organization's default language values.

Contact Roles

When the same contact can be associated to more then one account If the contact has more then one association, the contact can only have one primary relationship, others would be listed as contact role list view

If a lead that has been campaigned to decides to proceed with an opportunity, how is this information tracked through the sales life-cycle?

When you convert a lead that is linked to a campaign, campaign name is automatically inserted into the opportunity Primary Campaign Source field and tracked (via opportunity and report).

How do I track opportunities that resulted from a specific campaign?

When you create an opportunity, you can fill in the 'Primary Campaign Source' field to indicate that the opportunity resulted from a specific campaign. The Opportunities related list on a campaign shows every opportunity that is linked to that campaign. You can also run the Campaign Revenue Report to track which opportunities are linked to your campaigns.

How do territories affect forecasts?

When you enable territory management for your organization, your forecast data is derived from the opportunities that are associated with the accounts in your territories. Users will have a different forecast for each territory to which they are assigned.

How do Territories affect Forecasting?

When you enable territory management for your organization, your forecast data is derived from the opportunities that are associated with the accts in your territories.

How can there be faster response to leads?

With an automated lead routing system

Can both accts and users exist in multiple territories?

YES

Do you need to purchase licenses for customer portals?

YES

Can a Person Account have multiple record types?

Yes

Do you need to purchase licenses for customer portals?

Yes

Is there a charge for Partner Portal?

Yes per partner user

Does Salesforce to Salesforce need to be enabled?

Yes setup, Customize, Salesforce to Salesforce

Your Sales Manager would like to approve every Opportunity over $100,000 prior to moving it to a Closed Won Stage. Is this possible?

Yes--Approval Process or Big Deal Alert.

Is it possible to have more than one workflow per Object?

Yes--order number determines priority of the process.

Can you capture currency amount information through web to lead or web to case?

Yes. Add the Lead Currency or Case Currency fields when generating the HTML form. This will ensure the currency amount is captured and not converted to the corporate currency.

Can a mobile user still manage approvals if they are not logged into salesforce?

Yes. By enabling approvals by email a user can review

Are roll up summary fields supported if you are using Advanced Currency Management?

Yes. Organizations with advanced currency management support roll-up summary fields between two advanced currency management objects. For example, roll-up summary fields are supported from an opportunity line object to its opportunity object, because both are advanced currency management enabled. The fields must however must be from advanced currency management objects.

The native mass email functionality in Salesforce is not recommended for marketing. Is this a true statement?

Yes. The limit of 1000 mass emails a day per org makes the mass email functionality prohibitive for campaigning.

Can reports disseminate information by teams?

Yes. You are able to create reports that show data as 'My Account Team' or 'My Sales Team'.

Are there limits on the number of Chatter groups you can join?

Yes. You can join up to 100 groups.

If you work with the same account team regularly, can you set up defaults to manage reusable settings?

Yes. You can set up a default account team. Your default account team will include the users that you normally work with on your accounts. You then have the option to automatically add your default account team to all of your accounts.

Is it possible to add campaign members directly from a report?

Yes; use the "Add to Campaign" button

What is a Custom Fiscal Year?

You can create a 13-week quarter represented by three periods of 4,4 and 5 weeks rather than calendar month

What is the capability and limit of using email from within Salesforce?

You can email contacts, leads, person accounts, and users in your organization directly from account, contact, lead, opportunity, case, campaign, or custom object pages. There is no limit on the number of these emails sent individually.

How are sales teams set up?

You can set up a sales team for any opportunity owned by you or one of your subordinates in your organization's role hierarchy. Ensure the Sales Team related list is allocated to your users profile.

What is the difference in regards to recurring event synchronization between Connect for Outlook and Salesforce for Outlook

You cannot sync recurring events with SFFO but with Connect you may synch them as single events.

If you enable Similar Opportunities, will you be able to see others Opps in a private sharing model?

You will see Opps that matches fields you choose to display in the Similar Opportunites reated list

What prerequisites must you meet before territory management can be enabled?

Your organization must be using customizable forecasting in order to enable territory management. (Check this, might not be accurate any longer)

As a manager, how will currencies be reported in your forecast?

Your team's forecast amounts are converted and rolled up to the managers personal currency.

Answers

a feature of the Community application that enables users to ask questions and have community members reply with answers. Community members can vote on the helpfulness of the answers

Planning an implementation - what should be included in end user support plan - choose 2 answers: a Meeting schedule to review open issues b. Process for users to report issues c. Communication to customers about potential issues d. 24x7 IT support

a Meeting schedule to review open issues b. Process for users to report issues

Ad Group

a collection of keywords and text ads that deliver a highly targeted and potent message. you create and manage your ad words in Google Ad words

Dynamic Dashboard

a dynamic dashboard runs using the security settings of the user viewing the dashboard. Each user sees the dashboard according to his or her own access level. This approach helps administrators share one common set of dashboard components to users with different levels of access.

Chatter Feed

a list of recent activities in Salesforce. Chatter Feeds display on home tab on profiles on records on Chatter groups

Campaign

a marketing initiative, such as an advertisement, direct mail, or conference, hat you conduct in order to generate prospects and build brand awareness.

The quotes synching process synchronizes updates between the ......

a quote and the opportunity it was created from

Account Assignment Rule

a rule that automagically assigns accounts to territories, based on criteria you define

What is a campaign?

a series of marketing tactics and programs designed to achieve a specific business goal

Auto Response Rules

a set of conditions for sending automatic email responsed to case to lead submissions based on the attributes of the submitted record. Applicable cases include those submitted through a self service portal, customer portal, web to case form, email to case message

Campaign Hierarchy

a set of up to 5 campaigns organized into a hierarchy. A parent campaign can have several child campaigns, but a child campaign can only have one parent campaign

What type of workflows can Visual Workflow do?

a specialized type of workflow called an "approval" can route information to a series of people, each of whom can improve or decline the information and then send it on to the next step in the process

Asset

a specific model or type of product that a customer owns. Depending on how your organization uses assets, they can represent your products that he customer has purchased and installed or your competitor's products that your customer uses

Sales Methodology

a standard set of stages, activities, and processes that an organization follows to bring an opportunity to closure

What is Report Builder?

a visual drag and drop editor to view and create reports

can have multiple sales processes and each can have multiple stage values which can be a-shared b-subsets of each other c- differ

a,b,c are true

Do this better as well... Know quotas as related to individual reps - choose 2 answers: a. % of quota attained by salesrep b. Quarterly forecast summary by rep

a. % of quota attained by salesrep b. Quarterly forecast summary by rep

What action is possible with a workflow task? a. A task can be reused in multiple workflow rules b. A task can be tracked in the activity history c. A single task can be assigned to multiple users d. A Task can be assigned to a Chatter Free user

a. A task can be reused in multiple workflow rules b. A task can be tracked in the activity history

22. UC evaluates sales management on the overall length of the sales cycle in their respective regions. Sales managers are required to review deals in certain stages before deals can advance to the next stage. Sales management has observed that deals are getting stuck in the "Determining Price Options" stage. Which step should a consultant recommend to improve the efficiency of the sales process? (Choose 2 answers) a. Add an approval process b. Implement quote functionality c. Add a "Needs Manager Approval" stage d. Set up product schedules

a. Add an approval process c. Add a "Needs Manager Approval" stage

51. UC recently enabled Chatter and has found it extremely helpful in the sales process. Given the success, UC would like to bring the competitive intelligence team into Saleforce to leverage Chatter to collaborate on opportunities when key competitors are identified. Which step should be considered when setting up the competitive intelligence team? (Choose 2) a. Add the competitive intelligence team to Chatter groups organized by competitor. b. Create a single user for the competitive intelligence team to share. c. Set up each member of the competitive intelligence team with standard user licenses. d. Set up each member of the competitive intelligence team with Chatter Free licences.

a. Add the competitive intelligence team to Chatter groups organized by competitor. d. Set up each member of the competitive intelligence team with Chatter Free licences.

Regional Sales Mgr must approve price discounts - how to enforce this?

a. Approval step with RSM as approver

Sales manage travels frequently - how to review pending approvals? Choose 2 answers: a. Approvals by email b. Enable mobile c. Schedule & email dashboard results d. Schedule & email report results

a. Approvals by email b. Enable mobile

55. The VP of Sales at UC is reviewing sales team member productivity and effectiveness and needs to know the relationship between the sales reps' level of engagement on deals and the deal close rate. Which metric will allow the VP of Sales to better understand the relationship? (Choose 2) a. Average number of activities associated with closed/won versus closed/lost opportunities. b. Total number of opportunity-related activities by each sales representative. c. Total number of lead, account, and opportunity records created by each sales rep. d. Average opportunity stage duration by each sales rep.

a. Average number of activities associated with closed/won versus closed/lost opportunities. d. Average opportunity stage duration by each sales rep.

11. UC is integrating SF with its accounting system. The accounting system has a one-to-many relationship of addresses to accounts. The IT Dept. needs to integrate all of the accounting system addresses with SF. Current analysis indicates that, on average, each account has five addresses. Which solution should a consultant recommend? a. Build a custom object related to accounts to hold the addresses b. Use the two standard address fields on the account object c. Create five sets of address fields on the account object d. Create a text field to populate with the account address data

a. Build a custom object related to accounts to hold the addresses

4. UC will be using multiple environments to manage the development, testing, and deployment of new functionality to sales users. Which deployment tool can be used to migrate metadata across SF environments? (Choose 2 answers) a. Change Sets b. Force.com Excel Connector c. Apex Data Loader d. Force.com IDE

a. Change Sets d. Force.com IDE

24. The marketing team of UC runs campaigns using a variety of media, such as print, email, and online. Each media campaign has a unique URL, for an online contact form and #. UC needs to determine the ROI across campaigns. What should be evaluated by the marketing team to determine this? a. Compare the actual cost by campaign type to the total amount for all closed-won opps by lead source b. Compare the actual cost by campaign type to the total amount of opps converted by lead source c. Compare the budgeted cost by campaign type to the total amount of closed opps by lead source d. Compare the total leads converted to the total # of campaign members by campaign type and lead source

a. Compare the actual cost by campaign type to the total amount for all closed-won opps by lead source

(This can be done better...workon a question here) Universal Containers needs to delegate forecast authority to sales managers

a. Configure Salesforce to allow managers to update & override forecast weekly

10. UC has identified two distinct selling methodologies that its different sales teams must follow to close business after qualifying a prospect. Which solution will meet this requirement? (Choose 2) a. Define sales stages for each methodology b. Create lead record types for each methodology c. Create opp. record types for each methodology d. Define a campaign code for each methodology

a. Define sales stages for each methodology c. Create opp. record types for each methodology

49. UC has a complex suite of products and pricing structure, which can be challenging for newer sales reps. The VP of Sales would like to facilitate collaboration between new and more experienced sales reps in order to improve the on-boarding process and to enable new sales reps to become productive faster. Which features should a consultant recommend to facilitate collaboration? (Choose 3) a. Enable Content share documents using libraries b. Enable Content and share documents using content deliveries c. Enable Similar Opportunities d. Enable Chatter feed tracking on opportunities e. Schedule a dashboard to display sales rep performance.

a. Enable Content share documents using libraries c. Enable Similar Opportunities d. Enable Chatter feed tracking on opportunities

57. UC has enabled multi-currency in Salesforce. How can the VP of Global Sales summarize the pipeline from multiple currencies in the corporate currency? a. Enable advanced currency management to set the default report currency to the corporate currency. b. Create a set of reports for each currency and export to Excel to aggregate the data. c. Set the display currency for the report to the corporate currency. d. Modify the report filters to only display opportunity records in the corporate currency.

a. Enable advanced currency management to set the default report currency to the corporate currency.

47. The sales management team at UC travels frequently and is of often unable to log into the application to review their pending approvals. Which option should a consultant recommend to facillitate the approval process? (Choose 2) a. Enable approvals by email for each approval process. b. Enable Mobile to allow approvals via mobile devices. c. Create a report of all pending approvals and add to the home page. d. Schedule and email a dashboard of all pending approvals.

a. Enable approvals by email for each approval process. b. Enable Mobile to allow approvals via mobile devices.

This needs to be phrased better as well, work on this.... Lead Data Quality

a. Establish a cross-functional team to monitor lead data quality

Revise this one as well....poorly formed.... Leads referred by existing customers - how to track & reward customers

a. Field on opportunity to put contact as referring source

36. Universal Finance is a large financial services company with a business model that supports the need for business-to-business and business-to-consumer relationships in Salesforce. Universal Finance has implemented person accounts and needs to distinguish business accounts from consumer accounts using list views. Which solution should be recommended? a. Filter list views by the Is Person Account field b. Create a custom field to distinguish the business from consumer accounts c. Filter list views by contacts with and without accounts d. Enable divisions to separate businesess from consumer accounts

a. Filter list views by the Is Person Account field

26. UC imports approximately 100 leads into SF each month and needs to prevent as many duplicates as possible. Which approach should a consultant recommend? a. Import leads using the Import Wizard and select a matching type b. Import leads and use global search to identify duplicates c. Export the existing leads using a report and scrub the data clean prior to import d. Run a script in an external database to identify duplicates prior to import

a. Import leads using the Import Wizard and select a matching type

You have to import 100 leads/mo and you need to prevent duplication. Which is the best method to accomplish this? a. Import using import wizard b. Run script in external DB to identify dups c. Import leads & use global search to identify dups d. Export existing leads using a report & scrub prior to re-import

a. Import using import wizard

20. A Regional Sales Managers' direct reports are frequently added as sales team members for other sales reps opps. Which report view filter should be applied to a pipeline report to display all of the opps for which the RSM's direct reports are involved? a. My team's team-selling and their opps b. My team-selling opps c. My team-selling and my opps d. My team's opps

a. My team's team-selling and their opps

50. Sales users at UC use MS Outlook to communicate with contacts. The system administrator has installed Connect for Outlook to synchronize the sales users' data. Sales users are reporting the issues listed below: - Duplicate contact records are being created in Salesforce - Tasks and events between Outlook and Salesforce do NOT match Which synchronization configuration will address this issue? a. One way synchronization from Salesforce to Outlook for contacts, and two way synchronization for activities. b. Two way synchronization between Salesforce and Outlook for all records. c. One way synchronization from Outlook to Salesforce for contacts and two way synchronization for activities. d. One way synchronization from Salesforce to Outlook for all records

a. One way synchronization from Salesforce to Outlook for contacts, and two way synchronization for activities. b. Two way synchronization between Salesforce and Outlook for all records. c. One way synchronization from Outlook to Salesforce for contacts and two way synchronization for activities. d. One way synchronization from Salesforce to Outlook for all records.

37. UC has a subscription-based sales model and is using opportunities and opportunity line items in the sales process. Which process should a consultant recommend to sales users when creating renewal opportunities? a. Open the original opportunity and use the Clone with Products button b. Use the renewal opportunity wizard and select the option to copy line items c. Create a renewal opportunity and use the Copy Products selection page d. Use an Apex trigger to copy the original opportunity and associated products

a. Open the original opportunity and use the Clone with Products button

52. A sales rep at UC is creating a content delivery for a high-profile prospect that contains sensitive information in the form of a pricing quote with terms and discount. What should the sales rep do before sending the content delivery URL to the prospect? (Choose 3) a. Preview the URL to ensure that the formatting in the original file displays properly in the online version. b. Send a preview email of the content delivery to ensure the link works correctly. c. Create a workspace for the content delivery and add the prospect as a library member. d. Set an expiration date for the content delivery. e. Require a password on the content delivery before it can be viewed.

a. Preview the URL to ensure that the formatting in the original file displays properly in the online version. d. Set an expiration date for the content delivery. e. Require a password on the content delivery before it can be viewed.

Competitor is beating us out of deals. Where to track competitor product info? a. Product b. Opportunity c. Opportunity product d. Asset

a. Product

54. UC is enabling the partner portal to allow partners to update their opportunities in Salesforce. Partners should only have access to specific opportunity list views and opportunity reports. How can this level of access be enforced for partner portal users? (Choose 2) a. Remove permissions for existing list views and report folders that should NOT be shared with partner users. b. Create the appropriate list views and report folders and share with all partner users only. c. Create list views and report folders in the partner portal setup so they are available to all partner users. d. Create a new tab in the partner portal to display the appropriate list views and report folders.

a. Remove permissions for existing list views and report folders that should NOT be shared with partner users. c. Create list views and report folders in the partner portal setup so they are available to all partner users.

Reps only entering opportunities after the closed/won stage - how to change this behavior (choose 2 answers:) a. Remove stages & fields that are not critical b. Create opportunity stage report c. User adoption dashboard d. Workflow rule to alert sales manager when opportunity stage changes

a. Remove stages & fields that are not critical c. User adoption dashboard

33. UC has a private sharing model and is using account hierarchies to track relationships between parent and child accounts. The company needs to see the total market share of all child accounts on the parent account, even if the child account is inaccessible to the user viewing the parent. How can the market share for the parent be calculated? a. Use Apex to update the Total Market Share field on the parent account with the combined market share values from all child accounts. b. Use a roll-up summary field to calculate the value of opportunities related to the child accounts and roll them up to the parent account. c. Create a report to summarize the Market Share field for all accounts in the hierarchy, and add a link to the report from the account page. d. Use roll-up summary fields to calculate the market share on the child accounts and roll them up to the parent account.

a. Use Apex to update the Total Market Share field on the parent account with the combined market share values from all child accounts.

58. UC receives an average of 100,000 leads from an external source on a monthly basis and needs to import these into Salesforce. Which approach can a consultant suggest for importing leads? (Choose 2) a. Use the data loader in bulk-API mode. b. Use an Extract Transform Load (ETL) tool. c. Use import wizard for leads. d. Use a batch Apex job.

a. Use the data loader in bulk-API mode. d. Use a batch Apex job.

Bad Question, rephrase... 2 lines of business LOB, each with custom opportunity stages & record types - choose 2 answers a. Users able to see all stages in list view filter drop downs b. Users able to see all stages in report filter drop downs c.

a. Users able to see all stages in list view filter drop downs b. Users able to see all stages in report filter drop downs

Sales reps shouldn't be able to edit certain opportunity fields after closed/won stage (fields reserved for sales ops). a. Validation rule b. Workflow rule c. Modify all data privilege -> Sales Ops d. Field level security

a. Validation rule

How do you ensure that products can't be removed from an opportunity after it reaches a certain stage? Choose 2 answers: a. Validation rule on opportunity product b. Enable audit trail c. Update record type & page layout to remove ability to add product d. Validation rule to ensure rollup summary field on opportunity doesn't change

a. Validation rule on opportunity product d. Validation rule to ensure rollup summary field on opportunity doesn't change

Person Accounts

account record with contact attributes no account lookup if person accounts are enabled, account lookups incorporate both business and person accounts

What does Partners allow?

allows managing of indirect sales within single org

Quotes (syncing)

allows opptys to have multiple sales scenarios can only sync one quote with oppty Quote sync button - when select quote - when sync - updates the oppty line item and hence updates the oppty amount. can change options

Who has permission to edit a Chatter Profile?

an individual user

Big Deal Alert

an opportunity alert is triggered for opportunities with this probability and amount or greater. The alert triggers for thse opportunities that meet BOTH the trigger probability and trigger amount threshold settings.

...

assign records by profile only restricts you to the records you can create. still able to see other records created by others, if profile gives you access to object.

21. UC has set up SF to SF with one of its partners as a way to share deals with the partner. What standard functionality will UC gain when implementing SF to SF? (Choose 2 answers) a. Automated opp. assignment to the partner b. Ability to manage internal and channel sales in one place c. Visibility into partner updates on shared records d. Access to a partner's reports and dashboards

b. Ability to manage internal and channel sales in one place c. Visibility into partner updates on shared records"

35. UC is evaluating Jigsaw as a tool to improve the quality of its sales-related data. Which capabilities can Jigsaw provide? (Choose 3) a. Ability to track account performance b. Ability to remove duplicate contacts c. Ability to report on the completeness of data d. Ability to complete account information e. Ability to qualify leads

b. Ability to remove duplicate contacts c. Ability to report on the completeness of data d. Ability to complete account information

31. A sales rep at UC works with multiple contacts in various roles throughout a sales cycle. The sales rep needs to track these individuals and the type of influence each has on the respective deals. How can a consultant meet this requirement in Salesforce? a. Add several Opportunity Lookup fields and Role picklist fields to the contact. b. Add the Contact Roles related list to the opportunity page layout. c. Add a new Junction object to connect contacts and opportunities. d. Add several Contact Lookup fields and role picklist fields to the opportunity

b. Add the Contact Roles related list to the opportunity page layout.

34. A sales rep manages the UC account, which has two subsidiaries: Universal Storage, and Universal Movers. Both of the subsidiary accounts are owned by other sales reps outside of his territory and the organization-wide default for accounts is private. The sales rep needs to report on all of the sales-related activities for all of the accounts in the hierarchy. What would a consultant recommend to grant the sales rep visibility to the sales-related activities for the account hierarchy? a. Create a sharing rule to grant access to the subsidiary accounts for the sales representatives. b. Add the sales representatives to the account team for the subsidiary accounts. c. Add the sales representatives to the sales team for the subsidiary accounts. d. Set the sales representative as the designated approver for the account hierarchy.

b. Add the sales representatives to the account team for the subsidiary accounts.

14. UC sells to both individual consumers and corporations. Sales reps on the enterprise sales team sell to corporations only and are reporting that the consumer accounts are cluttering their search results which makes it difficult to effectively search the data. Which option should be explored to help improve the user experience? (Choose 2 answers) a. Disable person accounts and treat the consumer accounts as contacts b. Consider enabling the divisions feature c. Evaluate whether a private sharing model with sharing rules can be applied d. Create a public group for the enterprise sales team

b. Consider enabling the divisions feature c. Evaluate whether a private sharing model with sharing rules can be applied

60. UC is implementing Salesforce and plans to migrate several marketing campaigns from a legacy system. Which approach would a consultant recommend to ensure that the campaign and campaign member data is accurately maintained? a. Create external ID fields for campaigns, leads, and contacts. b. Create external ID fields for campaigns, campaign members, and accounts c. Create external ID fields for campaigns, accounts, and contacts. d. Create external ID fields for campaigns, leads, and accounts.

b. Create external ID fields for campaigns, campaign members, and accounts

Territory mgt is enabled. Users should be able to track account plans for each account they have access to a. Create lookup relationship account -> account plan b. Create master detail relationship account -> account plan c. Review territory mananagement settings d. Validation rule

b. Create master detail relationship account -> account plan

8. UC is launching a new product and has planned a number of marketing activities to support the launch, including press releases, emails, webinars, trade shows, and customer conferences. Which solution should a consultant recommend to meet these requirements? a. Create a campaign for each activity and mark each campaign as inactive as the events are completed. b. Create multiple campaigns, add members, update the member status, and associate with a parent campaign c. Create an event for each activity against the lead records and update the status to Complete d. Create a single campaign and add an event on the campaign for each activity

b. Create multiple campaigns, add members, update the member status, and associate with a parent campaign

Insurance policies on accounts. 2 sales teams should not see each other's policies. 2 custom objects, each w/relationship to account object. Both objects private. What are the design considerations here? a. Sales user needs to apply manual sharing rules b. Custom report type needs to be created to view all policies in a single report

b. Custom report type needs to be created to view all policies in a single report

5. UC is implementing the Sales Cloud to improve the Sales Team's ability to close deals. The org, is global, sells products in different currencies, and has different complex business processes within each business region. Which training approach should be recommended to optimize deployment success and promote user adoption? a. Standardized course content delivered globally via Train the Trainer b. Instruction-led classroom training customized for each region c. Online, self-paced training for application end users d. Standardized virtual training classes delivered by UC.

b. Instruction-led classroom training customized for each region

9. UC requires an opportunity record type be created upon lead conversion. How can this requirement be met? a. Create validation rules on the opp. record b. Override the convert button to use custom lead logic c. Create validation rules on the account record d. Make opp. stage a required field" "

b. Override the convert button to use custom lead logic"

28. Sales users at UC need access to all account and contact records. Org-wide defaults for accounts and contacts have been set to public. However, users would like their activities to be visible only to themselves and their managers. How should a consultant meet this requirement? a. Set the org-wide default for activities to be controlled by the parent b. Set the org-wide default for activities to private c. Set the org-wide default for accounts and contacts to private d. Advise users to set their activity records to private

b. Set the org-wide default for activities to private

42. The standard quote functionality has been implemented for sales users at UC. Which solution should a consultant recommend to keep opportunity product line items synchronized with quote product line items? a. Train users to add/update/delete a quote line item any time they make changes to opportunity product line items. b. Train users to click the Start Sync button on the quote they want to synchronize with the opportunity. c. Create workflow rules on opportunity product and quote line items object to ensure they stay synchronized whenever a change is made. d. Create triggers on the opportunity product and quote line item objects to ensure they stay synchronized whenever a change is made.

b. Train users to click the Start Sync button on the quote they want to synchronize with the opportunity.

You have completed the configuration of Salesforce CRM for your client. You have a data set that is clean and ready to be migrated into SFDC. What should you do prior to loading this data set? a. deactivate users b. suspend workflow rules c. set up delegated administration d. install a connector for MS Office

b. suspend workflow rules

29. UC has been awarded a government contract to supply shipping materials to all regional locations. There are 12 regional offices and each office has an individual who is responsible for ordering boxes. Each regional office should be invoiced individually. Which method should a consultant recommend to set up the data in SF? a. Create a single acct record, add each contact to the acct and create a custom object to track each office b. Create 12 leads and use the standard lead conversion process to create accounts and contacts c. Create 12 account records, add each contact to the corresponding acct, and associate all 12 accts with a parent acct d. Create a single parent acct, add 12 contact records to that acct, and create 12 child acct records

c. Create 12 account records, add each contact to the corresponding acct, and associate all 12 accts with a parent acct

56. UC has observed a seasonal slow down in sales. To address the issue, the company is running a contest for the sales team as described below. - Increase the number of leads qualified weekly. - Increase the number of activities per sales deal. - Increase the opportunity close ratio. The VP of Sales needs to track the sales team's progress against these goals on a daily basis. Which solution will provide the required information? a. Create a dashboard to track the metrics, set the VP of Sales as the running user, and schedule a daily refresh to be emailed. b. Create three reports to track the metrics and schedule a daily refresh to be emailed. c. Create a dashboard to track the metrics, set the VP of Sales as the running user, and set this as the default dashboard for all sales reps. d. Create a custom report type to join leads, activities, and opportunities in a single report, and schedule a daily refresh to be emailed"

c. Create a dashboard to track the metrics, set the VP of Sales as the running user, and set this as the default dashboard for all sales reps.

18. UC needs to ensure that when a product is associated with an opp. the appropriate product specialists are added to the sales team. Which solution would meet this business requirement? a. Create an Apex trigger on the opp. line item b. Create a workflow rule on the opp. c. Create an Apex trigger on the opp. d. Create a workflow rule on the opp. sales team

c. Create an Apex trigger on the opp.

18. UC needs to ensure that when a product is associated with an opp. the appropriate product specialists are added to the sales team. Which solution would meet this business requirement? a. Create an Apex trigger on the opp. line item b. Create a workflow rule on the opp. c. Create an Apex trigger on the opp. d. Create a workflow rule on the opp. sales team

c. Create an Apex trigger on the opp. The Apex trigger is the only option that works due to the relationship (or lack of one) between the objects involved. That is to say, there is no way to lookup between Products and Opportunity Team.

38. UC needs to have opportunity pricing approved by a member of the executive management team before it can progress to the next stage in the sales process. The designated approver is determined by several attributes on the opportunity record and must be automatically populated before the record is submitted for approval. How can this requirement be met in Salesforce? a. Use the standard approval process and allow the submitter to select the approver before the record is submitted for approval. b. Create a workflow rule to assign an activity to the designated approver once the opportunity is ready for approval. c. Create an approval matrix and use Apex to populate a user lookup field used by the standard approval process. d. Create a formula field and validation rule to require the designated approver before the opportunity is submitted for approval.

c. Create an approval matrix and use Apex to populate a user lookup field used by the standard approval process.

39. UC has implemented an approval process to manage non-standard discounting on quotes. Sales management needs to view metrics, such as the number of quotes currently in the approval queue, rejected quotes, and number of approvals by manager. What is required to support this request? a. Add field updates to the approval process to capture the current status and approver. b. Create a roll-up summary field for approvals related to quotes. c. Create an approval process report and filter by quote status. d. Create a custom report type to allow reporting on quotes with approvals.

c. Create an approval process report and filter by quote status.

12. UC has two different groups who use accounts. The sales group needs to populate 15 fields and use the fields on the account record. The support group does NOT need to save the 15 fields on the account record but must be able to run reports on them. Which solution will satisfy this requirement? a. Create separate record types for the sales and support groups b. Hide the fields through field level security from the support group c. Create separate layouts for the sales and support groups d. Create a custom object for the 15 fields with a master-detail relationship

c. Create separate layouts for the sales and support groups

53. UC needs to create two communities for customers so that they can share and discuss ideas related to UC products. The requirements for each community are listed below: - Community A will be a public community with ideas and comments that are visible to anyone. - Community B will be a private community restricted to UC's most strategic customers. Which option will allow UC to meet these requirements? a. Configure unique categories for each community and ensure the proper access settings. b. Set the sharing model for Community A to public and the sharing model for Community B to private. c. Create two customer portals, map each community to its respective portal, and expose Community A using Sites. d. Set up two Sites and map Community A to a publicly accessible URL and Community B to a hidden URL.

c. Create two customer portals, map each community to its respective portal, and expose Community A using Sites.

Who would most likely be involved in deciding Customer Service and Support organization by performance indicator (KPI) reporting requirements? a. sf CRM administrator b. customer service agent c. customer service manager d. knowledge manager

c. Customer Service Manager

Who would most likely be involved in deciding Customer Service and Support organization by performance indicator (KPI) reporting requirements? a. sf CRM administrator b. customer service agent c. customer service manager d. knowledge manager

c. Customer Service Manager

Territory Mgt (why use it?) - choose 3 answers: a. Sales commissions b. Currency reconciliation c. Data access rules for accounts & opportunities d. Assigning accounts to territories e. Alignment of overlay sales teams

c. Data access rules for accounts & opportunities d. Assigning accounts to territories e. Alignment of overlay sales teams

1. Universal Containers is experiencing a drop in profitability due to excessive sales discounting. What can UC do to monitor and control discounting? (Choose 2 answers) a. Publish an approval matrix doc. to a centralized repository b. Limit the # of products that can be added to an opp. c. Ensure that sales management has approval authority on requested discounts d. Evaluate the difference between listed price and discounted price on opps.

c. Ensure that sales management has approval authority on requested discounts d. Evaluate the difference between listed price and discounted price on opps.

A prospective customer completed a Web To Lead form on your corporate web site. Upon follow up with a sales representative, the customer indicated he intends to buy your product. In the SFDC CRM application, what is the process for moving a prospect to a customer? a. prospect validation b. Account set up c. Lead conversion d. contact management

c. Lead Conversion

43. A sales rep at UC is working on an opportunity and has created several quotes. A sales team member is unsure of which quote is active for the sales rep. How can the sales team member identify the appropriate quote? (Choose two) a. Review the last modified date on the quotes b. Review the last modified date on the opportunity c. Look for the Syncing checkbox on the quote related list d. Look for the Synced Quote field on the opportunity record

c. Look for the Syncing checkbox on the quote related list d. Look for the Synced Quote field on the opportunity record

40. UC uses a consistent set of sales stages and probability percentages in its sales process across all product lines. The product lines must be aligned with specific forecast categories, and sales management must forecast different product lines using different forecast categories. Which step must be taken to support this requirement? a. Use field-level security to ensure that the forecast category matches the sales stage. b. Create a workflow rule to update the forecast category field when the opportunity is closed. c. Manually select the correct record type when creating the opportunity. d. Create a workflow rule to update the sales process for the opportunity.

c. Manually select the correct record type when creating the opportunity.

6. UC is deploying the Sales Cloud to 500 sales users. The implementation team is planning an end user support plan for the first week of the implementation. Which item should be included in the plan? (Choose 2 answers) a. Communication to customers about potential issues b. 24-7 support from the IT team c. Meeting schedule to review open issues and escalations d. Process for users to report issues

c. Meeting schedule to review open issues and escalations d. Process for users to report issues

Sales rep @ UC collaborates with ABC company on opportunity to sell to XYZ company. ABC Co has been added to partner related list on the opportunity. What will automatically happen? Choose 2 answers: a. Partner record added to ABC account b. Partner record added to XYX account c. Sales team membership granted to ABC Co d. Partner portal access granted to ABC Co

c. Sales team membership granted to ABC Co d. Partner portal access granted to ABC Co (must double check)

Which of the following objects can be imported with Import Wizard? a. Assets b. Cases c. Solutions d. Documents e. All of the above

c. Solutions

Which user is listed in the Case History Related List for case changes made for Assignment and Escalation Rules? a. The owner of the case when the rule was triggered. b. The default case owner specified in the Assignment or Escalation Rule c. The automated case user specified in the support settings d. The user who created the Assignment or Escalation Rule

c. The automated case user specified in the support settings

32. Universal Insurance is a medical insurance company that provides liability insurance policies to doctors. Many of the doctors have an independent practice with a primary office, but they also work at a number of hospitals. Universal Insurance requires the options listed below: - The policy for each doctor is associated with a single contact record. - The ability to track which doctors are associated with each of the hospitals in their network. Which solution would a consultant recommend to meet these requirements? a. Use the Person Account related list on the account. b. Use the Partner related list on the contact. c. Use the Contact Roles related list on the account. d. Use the Contact Roles related list on the contact

c. Use the Contact Roles related list on the account.

59. UC sells a large suite of products and its product pricing changes frequently. The company manages the product and pricing information in an Enterprise Resource Planning (ERP) system, and would like to manage sales opportunities in Salesforce and leverage the product and pricing data from the ERP system. Which factors should a consultant evaluate before suggesting a solution? a. Frequency of product and pricing data updates and ability of the ERP system to process outbound messages. b. Ability of the ERP system to expose product and pricing data as a Web page that can be used in a Web tab. c. Volume and frequency of product and pricing data updates and ability of the ERP system to host a Web service. d. Volume and frequency of product and pricing data updates and ability of the ERP system to call a web service.

c. Volume and frequency of product and pricing data updates and ability of the ERP system to host a Web service.

2. Due to recent organizational changes, Universal Containers is considering territory management in its existing SF Implementation. Which area of the application should be evaluated before enabling territory management? (Choose 2 answers) a. Whether multi-currency is enabled b. The sharing model for quotes and orders c. Whether customizable forecasting is enabled d. The sharing model for accounts and opps

c. Whether customizable forecasting is enabled d. The sharing model for accounts and opps

can assign field level security based on profile. what the best approach for limiting data visabiliy

can go to oppty - field level and choose visible and/or read only. this allows you to use the sames page layout, but based on profile can change the what fields are visible. field level security controls the fields visible on a report. REMEMBER - you can remove a field from the page layout HOWEVER they still would have access to the field via reporting. If want to restrict visibility need to change FLS - uncheck not visible page layout shows 8 of 10 fields. profile allows access to 10 fields. BUT reporting have access to all 10 fields for reporting running user as dashboard can see info HOWEVER - cannot see report data (drill down into report) b/c user profile restricts

Your co worker Bob needs to convert his lead in SFDC, what should he do 1st?

check for duplicates

Best Practices of creating a Web Form?

clear and visible company name that links to Home page clear graphics limit number of fields provide a clear offer don't turn off prospects

Which of the following actions do you have to take to set up Web to Lead?

click edit on the web to lead setup page check the web to lead enabled checkbox assign a default user as the Lead Creator

Do I have Customizable Forecasting?

click forecasts tab, if you see either Introducing Customizable Forecasting or Request Now...then you don't have it

Do I have Customizable Forecasting?

click forecasts tab, if you see either Introducing Customizeable Forecadting or Request Now...then you don't have it

How would you create a new quote for a customer?

click the Opportunities tab and then new quote

What kind of dates can forecast date be?

close date product date schedule date

Commit = which forecast categories

closed + commit everything you ARE going to win

what are the two ways to show hoe a campaign influences an the opprty

contact roles related list contacts are directly associated to an account. associate's

13. UC recently migrated data from multiple legacy systems to a single SF instance. Sales users are testing duplicate records in the new system, but UC needs to restrict sales users from deleting data. Which solution should a consultant recommend to solve this problem? a. Archive duplicate records in a custom object that is inaccessible by sales users b. Allow sales users to review and merge records that are considered duplicates c. Create a custom profile that sales users can log into and delete the duplicate records d. Allow sales users to flag duplicates and define a process for an admin to review and merge records

d. Allow sales users to flag duplicates and define a process for an admin to review and merge records

41. UC uses Salesforce to manage its sales pipeline. The forecast category and probability fields are editable on the page layout for sales users. For reporting purposes, UC requires that the probability of all closed/lost opportunities must be zero after the opportunity is closed. How can this requirement be met? a. Export all closed/lost opportunities, update the probability field to zero, and re-import the records. b. Create a validation rule to validate that the probability for closed/lost opportunities is zero. c. Create a report to include all closed/lost opportunities with a probability greater than zero. d. Assign the closed/lost stage a probability of zero when setting up the sales process

d. Assign the closed/lost stage a probability of zero when setting up the sales process.

27. UC needs to implement a process to maintain high quality lead data. Which approach should be recommended? a. Establish a limit for the # of leads that can be imported at one time b. Establish a cross-functional team responsible for monitoring data quality c. Create a report to show the # of new lead records imported monthly d. Conduct training on how to import lead records for all SF users

d. Conduct training on how to import lead records for all SF users

16. UC needs to ensure that products are associated with opps in order for the opp. to move into or past the quoting stages in the sales process. What should a consultant recommend to meet this requirement? a. Enable the "Prompt users to add product to opps." setting b. Create a workflow rule to assign a task to add products upon opportunity creation c. Create a custom opp. entry wizard using Visualforce d. Create a validation rule using the Has Line Item and Stage fields

d. Create a validation rule using the Has Line Item and Stage fields

17. UC needs to prevent duplicate leads from being created in SF. Leads are deemed duplicates if they match on the name, last name, phone, and email address. Which solution should be recommended to prevent duplicate leads? a. Select the "Prevent Duplicates" checkbox in the Lead Settings b. Create a validation rule on the lead object c. Expose the "Find Duplicates" button on the Lead page layout d. Create an Apex trigger on the Lead object

d. Create an Apex trigger on the Lead object

17. UC needs to prevent duplicate leads from being created in SF. Leads are deemed duplicates if they match on the name, last name, phone, and email address. Which solution should be recommended to prevent duplicate leads? a. Select the "Prevent Duplicates" checkbox in the Lead Settings b. Create a validation rule on the lead object c. Expose the "Find Duplicates" button on the Lead page layout d. Create an Apex trigger on the Lead object

d. Create an Apex trigger on the Lead object http://www.salesforce.com/docs/developer/cookbook/Content/apex_dedupe.htm Note: Because the Lead fields listed are standard fields you're unable to make them both unique and required (only required).

45. The sales department at UC defines its sales pipeline as all open opportunities and its forecast as opportunities with a 75 percent or greater probability of becoming closed/won. The sales department needs to monitor this information by region and revenue amount closing each month. Which solution should a consultant recommend? a. Create a matrix report of opportunity amount by region and close month, and filter by probability. b. Instruct sales operations and the regional leads to build monthly analytic snapshots. c. Create a workflow rule to notify sales operations when an opportunity exceeds 75 percent probability. d. Enable the regional pipeline and forecasting dashboard, and schedule a monthly refresh.

d. Enable the regional pipeline and forecasting dashboard, and schedule a monthly refresh.

7. A consultant is working on a Sales Cloud Implementation and the client indicates that the implementation will only be successful if every sales user logs into SF 3 times a day. How should the consultant proceed? a. Finalize the requirements for a login report b. Import an adoption dashboard from the AppExchange c. Create a report to document the number of logins per sales user d. Engage in a conversation about the underlying objective

d. Engage in a conversation about the underlying objective

Universal containers has 1 pricebook with US dollars & Canadian dollars currency amounts for all products. Salesreps, when adding products to opportunity, only see CAD. What's wrong? a. Sales reps selected wrong pricebook b. Advanced currency management not enabled for CAD c. Muli-currency disabled for org d. Opportunity currency setup as CAD (not sure about this)

d. Opportunity currency setup as CAD (not sure about this)

30. UC recently changed the sharing model for accts from public to private. Users must be able to view contacts they own for accts that are owned by other users. However, acct owners do NOT need access to contacts owned by other users. How should this be accomplished? a. Move contacts NOT owned by the acct owner to an acct owned by the contact owner b. Set the org-wide default for contacts to be controlled by the parent c. Instruct users to create new acct records and new contacts related to the accts d. Set the org-wide default for contacts to private

d. Set the org-wide default for contacts to private

19. UC has a strict data access policy related to opps. Sales management needs visibility onto which team members are working on each deal. A sales rep collaborates with the same group of people from other departments on every sales deal. The users from the other departments do NOT have access to the opps. created by the sales rep. Which approach should a consultant recommend to meet the reporting requirement and to grant opp. access? a. Share opps. created by users in the sales rep role with each of the team members roles b. Add each team member individually to the account team when creating an opp. c. Create a public group for the extended team and share opps. owned by the sales rep with the group d. Set up a default sales team for the sales rep that is automatically added to every opp. created

d. Set up a default sales team for the sales rep that is automatically added to every opp. created

46. UC has implemented forecasting in Salesforce. Sales reps can roll up to many branches in the sales hierarchy based on the product being sold. Which solution would allow a sales rep to submit multiple forecasts for each position they occupy in the the hierarchy? a. Set up multiple price books with separate forecasts for each product. b. Allow sales reps to select a different role in the hierarchy depending on the product. c. Configure territory management to enable sales reps to assign opportunities to territories. d. Set up multiple opportunity record types and reps match type to a product.

d. Set up multiple opportunity record types and reps match type to a product."

23. It is unclear how the money spent on marketing campaigns is helping UC grow its sales biz. What is the best way for UC to capture a return on investment? a. Count the # of leads generated from each campaign b. Determine the # of activities created by sales related to a campaign c. Determine the # of opps. generated by each campaign d. Track the value of closed won opps generated by each campaign

d. Track the value of closed won opps generated by each campaign

What pieces of Chatter are counted against Storage?

data storage - feed data, posts, tracked changes file storage - user photos

What is good etiquette for Chatter?

direct users to a SME ask questions to gain vertical expertise

Visual Workflow

easy to use app designer lets anyone visually draw process flows in a graphical designer, then instantly deploys them to the cloud with the Force.com platform

What are the key steps to Managing a Web to Lead?

enable web to lead create a web form add campaign tracking to a web form

Pipeline = which forecast categories

everything except closed and lost everything you COULD still win

Partner Portal

for external users (distributors, channel partners, resellers) registered Leads/Opportunities(deals) License fee Authenticated

Sites

hosted sites most standard objects can be shared without authentication; others must use the customer/partner portal

Sales Strategy

how an organization takes it's product and services to market Direct vs indirect

Where are Forecast changes tracked?

in the Forecast History related list of a forecast detail page

what is Salesforce for Wealth Management?

intended for wealth management professionals who support high networth clients. It allows you to build deeper customer relationships, integrate key systems to drive user adoption and support compliance processes

What can you track on the Chatter Home Page?

people and records, post content and files

price books

price books are shared via role, group. price books NOT assigned to profiles.

If a customer indicates they're keen to build a strong pipeline what key elements of the lead generation and lead qualification process requires consideration?

• How you create trusted data through identifying the and determining the needs for leads • Using validation rules to ensure data integrity on import • Ensure the organisation has a de-dup process in place • Consider field level security, assignment and hidden fields rather than overdoing validation

Person Accounts can have all of the fields found in business accounts Except:

• Reports To • Parent Account • View Hierarchy

How does territory management differ to role hierarchies?

• Territories need to be enabled by Salesforce.com • Territories determine forecast and forecast roll ups • A user can only have one role but can belong to multiple territories • Belonging to a territory grants access regardless of ownership

What are the key benefits of Territory Management?

• The ability to use account criteria to expand a private sharing model • Provide support for complex and frequently changed sales organization structures • Provide support for transferring users between territories, with the option to retain opportunities • Enable multiple forecasts per user, based on territory membership • Enable territory-based sales reports

Person accounts combine the functionality of accounts with the functionality of contacts. For example, you can:

• Use contact fields and related lists on person account detail and edit pages • Associate person accounts with tasks and events using either the Name or Related To fields • Send individual and mass emails to person accounts • Invite person accounts to multi-person events • Add person accounts to campaigns • Convert leads into person accounts • On cases, enter person accounts in the Account Name field, the Contact Name field, or both • Add person accounts to the Contact Roles related list on cases, contracts, and opportunities • Enable person accounts as users of your organization's Self-Service portal • Send individual and mass Stay-in-Touch requests to person accounts • Include person accounts in contact list views (except the Recent Contacts list on the Contacts home page)

What happens when you enable territory management?

• Your Org Name is set as the top of the territory hierarchy • A corresponding territory is created for each role in the forecast hierarchy • Manual forecast sharing settings on the roles are copied to the new territory • Based on role, active Salesforce users are added to territories • Opportunities are assigned to the opportunity owner's territory • Accounts are not assigned anywhere in the territory hierarchy • Until you add or edit forecasts, forecasts will work as prior the change