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.
