Advanced Admin - Cloud Applications

Forecast category

A field on opportunity Stages map to it!

Email features

- working draft saved every few seconds - preview with merge fields - images - tables - lookup email addresses - docked email composer to view case feed while replying - code snippets

Features of case feed

-displays every customer interaction, such as email, call or social networking post, and internal communication among case team members -allows the use of actions to record interactions with customers; for example, through the 'Log a Call' action. - collaborate with other agents - integrates with knowledge - item can be public or private (public is visible to both external and internal) - Users can follow

When cloning products, remember

-related pricebook entries aren't carried over if the user doesn't have access to the pricebook

Console pages have how many columns

2 or 3

How many filters and fields for forecast types

3 and 15

Maximum category groups, categories, levels of hierarchy

5 category groups (3 active at a time) 100 articles in each 5 levels of hierarchy

Einstein article recommendations uses...

A MODEL that is setup - identifying key fields Languages (built and activated)

Einstein forecasting

AI is used to display forecast predictions. It also provides prediction details and shows a prediction trend graph and a prediction summary graph

How to allow agents to assign themselves a case (or multiple cases)

Accept case button from list view

Some features not available in mobile app

Account hierarchy Merging accounts, contacts, leads Managing campaign members Lead history related list

Service contracts related lists can be found where?q

Accounts or Contacts record

Entitlements can be related to

Accounts, Assets, Contacts, Service Contracts

Supervisor Tab functionality

Agents tab: See all agents, See their statuses and work capacity Assign queues and skills Filter agents Can create a different supervisor tab configuration for each supervisor group in supervisor configurations (setup) Actions like assign agents and reassign work

Where is automatic topic assignment configured

Experience workspace - content management section

Data category mappings

Allow mapping a specific case field to a data category group (i.e products field to products group) Default data category can be set up for those without mapped fields

Case feed

Alternative to standard layout

Assets

An asset in Salesforce represents a specific purchased or installed product. For example, if you sell robots, you can create a Robot product in Salesforce, and then create multiple assets representing the robots you've sold.

How to compare versions of articles

Article version comparison component can be added to the layout in lightning

If data category sharing is used, what can users without visibility see?

Articles without data categories assigned UNLESS default visibility has been assigned

How web to case is assigned to owner

Assignment rules Default owner

Features of chatter questions

Attach files best answer Up and down voting Similar questions displayed when typing

How are cases assigned in omni-channel

Automatically - based on skills, capacity, etc

Gamification features

Badges, missions, reputation levels (chatter must be enabled for this)

Options for territory forecasts

By territory or product family by territory

How to connect an external content management system to experience cloud

CMS Connect

How to display salesforce objects on experience cloud

CRM connection Define a collection

Knowledge and multiple languages

Can't be reverted Lightning can't be used

How to add contacts to a case

Case contact roles

What objects can milestones be added to?

Cases and work orders

Omni channel includes what channels

Cases, phone calls, chats, messaging External routing using APIs (any external source)

What determines article visibility?

Channel settings (checkboxes on the article)

Reduction orders should be created and reduced in

Classic

How are data categories mapped for community viewing

Community topics (done in experience workspaces)

CTI

Computer Telephony Integration

How can experience cloud users request a callback

Contact request button using the flow (with guided setup)

Chat features (just read em... maybe twice)

Create a case Attach a transcript to the case Flag for supervisor help Supervisor monitoring and private messages Offline support form (must be enabled) Post chat url for feedback Insert article to chat Conferencing and transfer File transfer Default action upon accepting chat Critical wait alert time Quick text Pop up chat boxes on website in certain locations based on criteria Animation for invitation Emojis Wrap up time Start a chat from record pages (start conversation button on person account, case, lead, opportunity) - needs an add on license

How to set up email templates for different case statuses

Define templates in case support settings

Quip formats, components, and permission types

Docs, spreadsheets, chat rooms Docs and associated docs Read only, template, free form

Status that an order must have to add a product to it or change the account (contract must also be related to the account to change it)

Draft Users must have "write" permission

Einstein opportunity scoring

Each opportunity is given a score from 1 to 99. Past opportunities are analyzed, and the 'Opportunity Score' field is displayed on opportunity detail pages.Below is a summary of the Sales Cloud Einstein features:

What apps help agents auto-fill case fields (incoming and completing final fields)

Einstein case classification Einstein case wrap up (only in lightning)

App that helps agents auto-reply

Einstein reply recommendations Must add Einstein replies component Supports 16 languages Can view business value in dashboard

How can entitlements be viewed from case record?

Entitlement name lookup field

Entitlement models

Entitlements only (for bundling with product/short term) + service contracts (for purchasing entitlements, renewal contracts) + service contracts and line items (for associating with product warranties/SF integrated with order management system)

Other features of quip

External users with quip account can fully access External users without quip accounts can read Conversations History of all edits/comments Notifications Templates New document global action Quip doc lightning component

Features of Salesforce inbox

Gmail and Outlook integrations are available with Inbox. Salesforce Inbox mobile app Inserting availability time slots Email tracking (opens, click links, ) Text shortcuts for common phrases Send later

Quote statuses

Have an "allow email" checkbox

How email to case emails are attached to case and other messages

Header information Case email alerts generated via automated processes can be threaded with customer response emails in the feed.

what allows external users to vote on ideas in experience cloud

Ideas (can be set up using categories - ideas relate to multiple categories)

What happens if web to case fails validation?

If a case fails validation rules, it will not be created, and the default case owner will be notified.

How territory forecasts can drill down

It is possible to drill down to child territories' forecasts and also to an individual rep's forecasts for a territory if the territory doesn't have a forecast manager.

Knowledge One

Knowledge One is a widget that can be plugged in to Salesforce Service or Sales Console. It lets users search, send, and create articles, all without leaving the case

How to set up knowledge

Knowledge setup flow in service setup

Einstein lead scoring

Leads are scored based on the successful conversion patterns of the company.

Chat routing options

Least Active agent, Choice (any agent with the required skill) Most Available (agent with the required skills and greatest difference between chat capacity and number of active chat sessions).

What is needed to administer Lightning Knowledge and create, edit, publish, delete, or manage articles.

Lightning knowledge user license (or unlimited service cloud)

Custom prices are called..

List prices (specific to customer) Defined when adding a product to an opp or quote

Knowledge permissions

Manage Salesforce Knowledge: Manage record type, article actions Manage articles: Create, read, edit, delete, archive and restore articles, change record type Publish articles Archive articles Manage data categories

How to see the progress of milestones on a case

Milestone tracker component

Forecast display options

Monthly or quarterly

Einstein Automated Contacts

New contacts and opportunity contact roles are found using email and event activity. Added or suggested through einstein insights component

Einstein Account insights

News-related insights are displayed through articles in the Einstein Insights component.

Can you disable knowledge?

No

When you add multiple products to an opportunity, can multiple pricebooks be used?

No

Is assigning an entitlement process to an entitlement required?

No For example, a simple entitlement for 24/7 phone support does not require a process to be created

Limitations of web to case

No attachments 5000 cases per day Rich text not supported No native functionality to filter spam (but recaptcha key can be entered)

Keyboard shortcut considerations

Not customizable Case insensitive Not in classic For shortcuts that specify "then," the first key must be first released, or key combo, before typing the next key US or UK keyboards

If an order is cloned, will the associated products be carried over?

Not in lightning, but in classic

Where to enable and configure status based capacity model

Omni channel settings Configure in service channels

How agents can manage their omni-channel work

Omni-channel utility Incoming work items can be viewed in the 'New' tab, and accepted work items can be viewed in the 'My Work' tab.

2 Email to case options

On demand: - activated in email to case settings - processed by salesforce - cases automatically created - attachments no greater than 25mb - max cases: 1000* number of licenses Email to case: - Not activated, but installed (email to case agent) in the company firewall - cases automatically created and populated - email subject becomes case subject and body becomes description - can have larger attachments - traffic determined by firewall - requires dedicated email account - max cases: 2500

Standard fields that are required for quotes

Only the name

Default search setting (and how to improve)

Only uses the title highlights and snippets, synonym groups, promoted search terms, topics, and case keywords.

Forecast object options

Opportunity Opportunity Product Opportunity Split (if team selling, opportunity splits, and revenue/overlay/custom split type are enabled) Line Item Schedule (if product schedules is enabled.)

Product junction objects

Opportunity product Pricebook entry Order Products

Skills based routing features

Optional skill proficiency level (0-10) Skills assigned to work items via SkillRequirements object in the API Work items routed by creating PendingServiceRouting object If no agent has the skills, not routed to any agent Skills defined as "additional" skills that will be dropped if necessary NOT available for external routing or SOS

Schedules used for what?

Payment (revenue) and delivery (quantity) cycles Can have default schedules on products, established when added to an opp Lightning only

Changing article ownership

Possible on draft articles... if it is change on the draft, option to change on published and archived versions as well

What determines the work capacity that agents can handle and Omni-Channel behaviors such as available presence statuses, and whether agents can decline work items

Presence configurations

What determines if an agent can receive a work item?

Presence status (changed through omni-channel widget)

What can be done on the articles related list on cases

Publish Delete Refresh perform different actions when configured, such as Edit, Detach, Edit as Draft, Archive, Restore past version and Insert Articles to Email

Document collaboration tool

Quip

Additional columns you can add to forecast (other than stage, probability and forecast category)

Quota Formula calculated fields Gap to quota Pipeline coverage (ratio of dollar value of the funnel and your quota)

Requirements for syncing

Quote has active currency All products are active List price must be activated (or deleted) Pricebook must be activated Opp product schedules can't have changed Record can't be locked from approval process Apex can't modify the synced quote field Can be done from mobile app with a publisher action

where can you email quotes from

Quote pdfs related list button on quote detail page Save and email button on pdf preview

Sales dialer additional features (beyond what service cloud has?)

Recording calls Multi-tasking - calls appear in the utility bar Managers can monitor calls

Einstein activity capture

Relevant events and emails are automatically associated with records

Einstein Article Recommendations Value app (app exchange)

Reports and Dashboards can be created to realize the value of Einstein using KPIs

Considerations of Einstein reply recommendations

Requires at least 1000 closed English transcripts Can display up to 100 common replies Agents need to be given permission set and model needs to be activated Available in performance unlimited and enterprise

Requirements to see the pipeline flow tab

Revenue Intelligence User or the Revenue Intelligence Admin permission set to access the Flow tab. The feature must also be enabled from the Pipeline Inspection page in Setup.

How can access to data categories and data category groups be mapped?

Roles, permission sets and profiles By category group - then select all categories within the group, no categories, or custom

Features of queue based routing

Routing model set to: 'Least Active', 'Most Available' or 'External Routing Routing configuration options: routing priority, routing model, push time-out, and work item size

What types of messaging channels are available?

SMS, Facebook Messenger, WhatsApp, and Apple Business Chat.

Features of CRM analytics (Tableau)

Sales Analytics App Sales Analytics Dashboard Templates Leadership Sales Rep Data Performance Trends App for Slack

What features Lightning Sales Console, Cadences, Work Queues, Einstein Lead Score, Email Integration, and Sales Dialer

Sales Engagement Also has a sales engagement analytics dashboard

Actual price of a product on an opp

Sales price (can be modified version of the list price) Defined when adding to an opp Must have permission to control this

How to send email notifications of comments and assignment to cases

Service settings - send case notifications from system address

Quip Synced Sharing

Setting sharing access at the org level ex: allows users with record access to view the doc Restrict Synced Sharing Access can be enabled to ensure that users lose document access when they lose record access. Users can see the level of access others have When Synced Sharing is enabled and a user has not connected their Salesforce org to Quip, they are prompted to connect the org to view the linked document

Lightning service console components

Sidebar Suggested articles Case attachment Following articles

3 ways of routing work items

Skills based Queue based External routing

CTI features

Softphone Answering calls (screen pop a contact record) clickable phone numbers Automatic call logging Transfer Conference Answer Release

2 ways of sharing articles

Standard sharing model or data categories and category groups - can select this in knowledge settings Has to be one or the other (but data categories can still be used to classify articles)

What does omni-channel supervisor allow?

Streams live info into a channel See if agents have been accepting cases View current chats and messages Private messages Chat conferencing

Milestone action categories

Success Warning Violation

2 ways articles are suggested

Suggested articles (default - uses keywords) - CANNOT be enabled at the same time as suggested solutions Einstein Article Recommendations (uses AI)

how to see if a quote is synced

Syncing checkbox on quotes related list synced quote field on opp detail page Start and stop buttons on the quote record Syncing means if a product or quote line item is changed, it'll change on the other record (quote and opp)

Einstein CRM Analytics

TABLEAU prebuilt dashboards, lenses and datasets

Console app autosave

Tabs are auto-saved every minute, which means that a console app always opens with the tabs and list that were last opened.

Requirement for using omni channel in service console

The 'Omni Channel widget' needs to be exposed as a footer component in the Console layout

Einstein opportunity insights

The Einstein Insights component displays deal predictions, follow-up reminders, and key moments related to opportunities.

Individual vs cumulative forecast rollup

The opportunities from each individual forecast category are combined into separate forecast amounts for each category Cumulative combines any number of forecast categories

What ops are shown in a forecast

The user's any everybody above them in the forecast -The forecast manager is the head of the hierarchy and will see all forecasts of their subordinates (can also share their forecasts)

Permissions to USE entitlements on work order or case objects

To create case or workorder: 'Create' permission on the Case or Work Order object and 'Read' permission on the Entitlement object. To update which entitlement they have: Edit' permission on the Caseor Work Order object and 'Read'permission on the Entitlement object.

Pricebook OWD

Use (can use on ops), View only (can't use on ops), No access

Email auto-response with relevant cases

Use flow - Create Article Recommendations

Knowledge files

Use standard files object and appear as related list

Limitations of forecasts on the mobile app

User can adjust their own forecasts but not their subordinate's Currency cannot be changed Option to show/hide quota not available

Requirements for territory forecast manager

User is forecast enabled and assigned to a territory

Advanced searching with einstein search

Users can access the Advanced Search screen by selecting Knowledge from the global search box dropdown list Filters can be added before entering search terms, and then the search can be run. Combination of words and phrases can be used

Entitlement permissions (besides just object/record access)

Users who set up entitlement management, including milestones, entitlement processes, and entitlement templates, need the 'Manage Entitlements' permission To add milestone actions to entitlement processes, a user requires both 'Customize Application' and 'Manage Entitlements' permissions.

Forecast sharing access levels

View only and View and Edit

Salesforce Maps features

Visualizing locations (including for addresses on related objects) Territory planning Live tracking of deliveries, etc. Optimizing routes and schedules Location analysis

Entitlement versioning

With versioning, generating a new entitlement from an existing similar entitlement record is made easy New milestones can be added Active current milestones cannot be edited Needs to be enabled

Are prebuilt entitlements available?

Yes

Can community users vote on articles?

Yes

Can flows be embedded in experience cloud?

Yes

Can global quick actions create articles?

Yes

Can quick text be used on articles?

Yes

Can agents transfer work items to different skill sets?

Yes It is possible for agents to transfer a work item to another skill set. If an agent doesn't have the right skills, they can specify the required skills and transfer the work item

Can each forecast have its own quota?

Yes - and they can be manually edited by users in setup

Omni channel available in classic?

Yes - both

Can entitlements be determined on the contact level?

Yes - entitlement is created for the account, and contacts can be specified

Can cases have a hierarchy?

Yes - parent case field (can also view the hierarchy)

Is it possible to use both queue based and skills based routing?

Yes - some items use one path and others use the other

Do you have to have a standard price for all products?

Yes - standard pricebook is required (Can't add them to custom pricebooks without it) Price must be active

Multi-monitor supported in service console? Push notifications?

Yes but only in classic

Is it possible to allow users to create an article from a case?

Yes within classic

Ideas features

Zones - organize ideas into groups Reputations -let users earn points and ratings based on their activity in each zone Half-Life can be specified in days to determine how quickly old ideas drop in ranking.

Work queue in Sales engagement

a prioritized list of activities in the sales console, such as emails, calls, and tasks. These are defined by the cadences Can be added to an email integration pane Lead, contact and person account records can be added 200 at a time to the queue

How can eligibility for support be determined?

accounts, contacts, assets, service contracts, and contract line items.

Interaction log

allows agents to enter notes in call logs while working on cases

Knowledge article types

are record types

Pricebook sharing

button available in classic only

What allows users to ask questions on experience cloud

chatter questions

Einstein Activity Capture

contacts and events synced automatically, Emails and events added to timeline of related contacts

Experience Cloud Builder Workspace

customizing templates and pages with branding components can be added and pages can be published

Opportunity probability

default set on stage - can edit later

Sales Engagement my feed tab

displays engagement alerts for email opens, link clicks per email sent, and replies, bounces for each email recipient

Product family by territory forecasts

first segments expected opportunity revenue or quantity by product family, and then each product family is subsequently broken into territories.

Where to search for articles

global search and in the Lightning Service Console sidebar

Features of field service

mobile app Work order and service appointment standard objects Details of warranty terms can be added to products Managed packaged downloaded for advanced scheduling track location and status of field services

Experience cloud moderation features

moderate pending discussions create moderation rules create member or content criteria to use in rules

Who can choose the best answer to questions?

moderators and the person who asked the question

Secondary routing priority

moves a more urgent work item forward in a queue over older items that are not as urgent, and resolves conflicts across queues for items with the same routing configuration

To activate an order

must have: products an active contract (can't edit unless given permission after this) Can't be deactivated if they have reduction orders in any status

Collaborative Forecasting supports forecasts based on

opportunity revenue splits, opportunity overlay splits, and custom currency splits.

What can contact requests be related to?

people, contacts, leads, accounts, cases, opportunities, work orders and custom objects

Milestone actions

perform tasks, send email notifications, send outbound messages, or update fields to make sure the case is tracked and resolved in a timely manner

Where to manage schedules

product detail page

Sales processes determined by

record type

Omni channel flow supports

routing setup for voice calls (beta), chats, messaging (beta), cases, leads, and custom objects Checks availability, output estimated wait time For non-real time objects, use a subflow (launched by the object's record trigger) Can interact with an enhanced chat bot

Cadences and features

sequences of activities that can be used by sales managers to guide inside sales reps through the best next steps for lead conversion Prebuilt options Cadence builder is like flow Activities appear in cadences tab in work queue Cadence related lists can appear on leads, contacts and person accounts Cadence target can be paused and resumed Can include call scripts and email templates (and variant testing can determine which are most effective) Flows can be added to a cadence

Where can you provide the ability to minimize omni channel widget

service channels in setup

Estimated waiting time

shows when an agent accepts at least 10 messaging requests in the last 10 minutes AND if the routing type is either Omni-Queue or Omni-Flow

How are dashboards added to experience cloud?

site administration workspace

2 capacity models

tab-based capacity - based on number of open console tabs status-based capacity - based on status of cases and if they consume capacity . If they close tabs or logout the capacity does not change (not available for chat, messaging or SOS video calls)

territory forecasts can be viewed by users based on

territories assigned to each opportunity territories the user is assigned to

What is a service contract line item for?

to be able to specify which products a service contract covers Example: Spydertech Inc. wants to include and design a five-year warranty and support for their latest product release as a top-up. The warranty applies only to selected products. Create a Service Contract with a Warranty entitlement, and add the specific and appropriate products as Contract Line Items.