Admin 2.0 (From Salesforce)

Data Import Wizard uses

-Add records -Update records -Add and update record -can catch duplicates

Conditional highlighting in reports

-Allows summarized values to be colored depending on how they meet the value thresholds -Can be used on summary fields such as grant totals, and custom summary formulas -Not used to highlight fields on individual records in the detail rows of tabular reports

What can you brand in a branded app?

-App Icon -App Name -Launch Screen -Color Scheme -Application Store Listing (Name, Description, Images, Screenshots, Support URL, Marketing URL) -Authentication URL (Salesforce app only) -Help URL (Salesforce app only)

Data Import Wizard Standard Objects

-Contacts and accounts -Campaign Members -Leads -Solutions

LIGHTNING PAGE TYPES

-Custom layout for creating pages in Lightning Experience and the Salesforce Mobile App -You can create different types of Lightning pages with the Lightning App Builder. APP PAGE -Use an app page to create a home page for a third-party app that you can add directly into the Salesforce mobile app and Lightning Experience navigation menus. -Your users then have an app home page where they can quickly access the most important objects and items. HOME PAGE Create Home pages with features relevant to specific types of users, and assign the customized pages to different apps or app-and-user-profile combinations. Custom Home pages are supported in Lightning Experience only. RECORD PAGE -With a record page, you can create a customized version of an object's record page, tailoring it to your users' needs. -Custom record pages are supported in Lightning Experience and in the Salesforce mobile app.

User Record

-Each user has their own user record where personalized settings are established -User licenses are assigned on individual user records -Additional feature licenses can be assigned, such as Marketing, Knowledge, or Mobile User

Required fields when creating a user

-Last Name -Email -Username -License -Profile -Alias

Identify the elements of the lead workspace in Lightning Experience

-Lead Sales Path -Guidance and key fields -Chatter features -Customer's twitter profile (optional) -Notes and attachments related to leads -Allows creation of call logs, tasks, events and emails

save as CSV (Comma Separated Values) file

-Prepare files for import into Salesforce -Converts all formulas to values -all formatting (bold/Italic will be lost)

What you can build on the Lightning App Builder

-Single-page apps that drill down into standard pages -Dashboard-style apps, such as apps to track top sales prospects or key leads for the quarter -"Point" apps to solve a particular task, such as an expense app for users to enter expenses and monitor expenses they've submitted -Custom record pages for your objects, tailored to the needs of your users -Custom Home pages containing the components and features that your users use most LIGHTNING PAGE TYPES -You can create different types of Lightning pages with the Lightning App Builder.

Describe the use of standard objects for defining a data model in Salesforce

-Standard objects have relationships with other standard objects out of the box

Describe the main features of Outlook Integration

-View/Create Salesforce records -log emails -Create emails with templates -Search for records -Sync Contacts and events ENHANCED EMAIL -allows user to add emails from Outlook to Salesforce records as Email message objects instead of tasks

Lightning Page

-custom layout that lets you design pages for use in the Salesforce mobile app or Lightning Experience. -A Lightning page is composed of regions that contain components.

Duplicate Management

-free for Professional Enterprise, and Unlimited Editions Duplicate Management helps you and your sales teams quickly and easily manage duplicates for: Business accounts Contacts Leads Person accounts Records created from custom objects STANDARD MATCHING -detects potential duplicate records based on exact matches, such as two contracts with the same name FUZZY MATCHING -identifies potential duplicate records based on variances of certain fields. -For example, Duplicate Management identifies the two contacts Margaret Chan and Peggy Chan as potential duplicate records. MATCHING RULE -Salesforce comes with three standard matching rules: one for business accounts; one for contacts and leads, and another for person accounts. DUPLICATE RULE When Salesforce engages matching rules and determines actions to take as it encounters duplicates. Depending on how you configure Duplicate Management, sales reps see an alert that they're about to create a duplicate. Or your reps are blocked from creating the duplicate altogether.

Default Password Policy

-password must be at least 8 characters -must have at least 1 letter and 1 number -it cannot be the same as the last 3 passwords -expires in 90 days -10 invalid login attempts will lockout the user -lockout effective period is 15 minutes

What determines the number of records you can import in Data Loader and Data Import Wizard

-permissions, -the type of data you're importing -the overall data storage limits for your organization -The type of objects you can import depends on your edition.

Field Level Security

.Field-level security settings—or field permissions—control whether a user can see, edit, and delete the value for a particular field on an object. These are the settings that allow us to protect sensitive fields such as a candidate's social security number without having to hide the candidate object. Unlike page layouts, which only control the visibility of fields on detail and edit pages, field-level security controls the visibility of fields in any part of the app, including related lists, list views, reports, and search results. it's important to use the field-level security page for a given object to restrict access to the field. Field settings can be applied either by modifying profiles or permission sets or from the Field Accessibility menu in Setup.

Data Loader

1) Load 50,000 - 5M Records 2) can import any data type 3) Can be operated through the user interface or the command line 4) can be automated 5) Schedule Imports 6.) client application (need to download) 7.) Workflow rules, validation rules, and triggers will fire 8.) Supports all standard and custom objects 9.) only Admins can use it 10) no option to find duplicates 11.) Options include Bulk Import, Update, Export, Upsert, Hard Delete

Web-to-Case

1. Generates HTML to send to your website 2. Lets customers submit cases to your team from a website form 3. Supports fields you choose 4. Can generate up to 5000 cases a day 5.) Can include a reCaptcha

Identify the steps to create a record type

1.) Create page layouts to be used for record types 2) Add any additional picklist values 3.) Create record type record 4.) Assign record type to profiles 5.) Assign page layout for each profile for each record type 6.) Select pciklist values for record type

Steps to setup Opportunity Splits

1.) In setup, navigate to Opportunity Splits settings 2. Customize opportunity splits according to the business process 3 Click save 4. Select the opportunity page layout where the Opportunity Splits related list will be added 5. Start splits enablement by clicking save. an email notification will be sent to confirm the activation

Define the steps for creating custom fields

1.) Select Data Type 2.) Enter Details 3.) Set Field Level Security 4.) Add to page layouts

Dashboard Limitations

5 dynamic dashboards for Enterprise Edition 10 for Unlimited and Performance Edition 3 for Developer Edition. LIMITATIONS -You can't follow components on dynamic dashboards. -You can't save dynamic dashboards in private folders. -You can't schedule refreshes for dynamic dashboards. They must be refreshed manually.

Custom Field limit

800

Explain the use of content delivery for sharing content with external parties

A 'Content Delivery' converts content into a web based version that can be accessed via a URL and shared with external parties Optionally, a password can be required to access the page It allows conversion of documents such as powerpoint or word files into an optimized web-based version It can be created from a related list on a number of objects including: Leads, Business Accounts, Contacts, opportunities, Cases, Campaigns or Custom objects It can be tracked to see how often is has been previewed or downloaded Content Delivery is only available in Salesforce Classic, however Lightning Email offers a similar feature In order to create a content delivery, the 'Create Content Deliveries' permission is required The Content Delivery Wizard guides users in creating a content delivery Once Content delivery is enabled, users can add the Content Deliveries related list to their page layouts for leads, Business Accounts, Contacts, opportunities, Cases, Campaigns or Custom objects

Describe the use of business processes to capture the lifecycle of leads, opportunities, cases, and solutions

A Business Process captures the lifecycle of leads, opportunities, cases, and solutions it references a standard picklist field and the values that can be customized They allow for different picklist values to be related to different record types

Explain the use of Kanban view in lightning Experience to visually display the Opportunities in each stage

A Kanban visually displays opportunities in each stage within a List View It displays the total for each Sales Stage Opportunities can be dragged and dropped between Sales Stages Can only show Opportunities for a single record type Also avaiable on other standard and custom objects that have picklists

Lightning Component

A Lightning component is a compact, configurable, and reusable element that you can add to a Lightning page in the Lightning App Builder STANDARD COMPONENTS Lightning components built by Salesforce. CUSTOM COMPONENTS Lightning components that you or someone else have created. You can configure custom Lightning components to work in Lightning App Builder. THIRD-PARTY COMPONENTS The AppExchange provides a marketplace for Lightning components. You can find packages containing components already configured and ready to use in the Lightning App Builder.

Merge cases

A button can be clicked to merge up to 3 duplicate cases to create one master record an be enabled under 'Case Merge' in Setup Merge Cases Action button can be added to the cases record home page and to the case list view

Identify the considerations related to the use of campaign hierarchy

A campaign Hierarchy can be used to link related campaigns. There can be up to 5 levels and an unlimited number of sibling campaigns TO view the campaign hierarchy, select the "view Campaign Hierarchy" from the record page highlight panel Can be viewed in the campaign hierarchy related list Field level security is turned off by default for these fields

Ownership transfer

A case record can be tranfered from one user to another user or queue. using the 'Change' link next to the case owner

Identify the considerations related to dynamic dashboards and the dashboard viewer

A dashboard displays data according to the access level of the viewer or a specified user VIEW MY TEAM'S DASHBOARDS -change the "View Dashboard As" user to any user below them in the role hierarchy VIEW ALL DATA -Change the "View Dashboard As' user to any user in the org

Chatter File

A file of up to 2GB can be attached to a post or comment

Single Sign On

A gateway service that permits users to log in once with a single user ID and password to gain access to multiple software applications.

AppExchange Listing

A listing provides detailed information about the solution or consultant and lets you confirm that it aligns with your strategy. LISTING SUMMARY SECTION -Provides images and videos, along with key details such as average rating. For solutions, this is also where you find pricing info, and for consultant listings, the firm's geographic focus. -Use the information in this section to decide whether to explore the listing further, or keep on browsing. LISTING ACTION BAR -Lets you save the listing to the favorites list in your AppExchange profile. For solutions, the actions bar is also where you go to learn more about it via demos and test drives, and to start the installation process. For consultant listings, it's where you go to learn even more about the consultant. OVERVIEW TAB Provides a detailed description of the solution or consultant, the solution provider's or consultant's contact information, and links to documentation, such as case studies. For solutions, you can also view details about the package, including type and contents. We explore package types in the next unit. REVIEWS TAB -Displays ratings and feedback from Salesforce community members, including the top positive and critical reviews. After you try a solution or work with a consultant, you're welcome to add your voice to the conversation by posting a new review or responding to an existing one. EXPERTISE TAB Only consultant listings have the expertise tab. It highlights the products and industries the consulting firm specializes in, the level of expertise in those areas, and Salesforce certifications earned. Use the information in this section to choose a consultant whose credentials match your project's needs.

Explain the user of Path for tracking a sales process in Lightning Experience

A path graphically displays where an Opportunity is in the Sales Process, what status a Lead is in, or the status process for any other standard or custom object you choose Can be defined for the following objects -leads -contacts -accounts -custom objects -opportunities -campaigns Key fields and guidance can be defined Paths can be defined per record type A maximum of 5 key fields can be added to display the most important record data for the users Guidance is a space for tips, instructions, links, or company information that will help users succeed

Explain the use of quotes in Salesforce

A quote can be created from an opportunity and related products to generate proposed prices of the products and services for a customer Quotes must be enabled in Quotes > Settings When a quote is created from an opportunity, the opportunity Products are added to the quote automatically Multiple Quotes can be associated with an opportunity QUOTE PDF -By a button click, users can easily generate quote pdf files -There is a 'Generate PDF' Button -The layout and fields included can be adjusted by defining a custom template -Quotes can be emailed by using the 'Email Quote' button -Generated pdf will be displayed under Quote PDFs related list and attached as a file QUOTE SYNCING -allows users to link a quote to the opportunity that it was created from and reflect updates made between the two records -Quotes are synced with the Opportunity to update the Opportunity Products if any changes have been made to the quote (or vice versa) -Only one quote can be the 'syncing' quote, -Syncing is started by clicking the 'Start Sync' button -Does not sync custom fields (need AppEchange)

ways of controlling where and when users can log in to Salesforce

A range of trusted Ip addresses can be set in a users profile settings to control where users log into Salesforce from. Login hours can also be defined at the profile level At the organization level, network access settings allow specifying trusted IP ranges from where users can login without verifying their identity

Describe what report types are for

A report type determine what records and fields are available in a report. Report types are combinations are related objects ad fields that are used as a "template" for creating custom reports A custom report type can be created to allow access to data that is not available when using a standard report type Determines -filter that can be applied to the report -Objects and fields that can be added to reports as column -default columns that will be displayed on the report

Reporting Snapshot

A reporting snapshot lets you report on historical data. Authorized users can save tabular or summary report results to fields on a custom object, then map those fields to corresponding fields on a target object. They can then schedule when to run the report to load the custom object's fields with the report's data. A source report and a custom object are required for reporting snapshots A reporting snapshot can be configured to run daily, weekly, or monthly

report subscriptions

A user can subscribe to a report by specifying a user, group, or role To subscribe users to a report, the users must have access to the folder where the report is stored or located Subscribers view data on the emailed report as the person that was configured to run the report as The View All Data permission is required in order to specify a running user other than the user Frequency of emailed reports can be set Report is emailed to subscribers within 30 minutes of the preferred start time Conditions can be set to trigger an email notification

User Licenses

A user license determines which features the user can access in Salesforce. For example, you can allow users access to standard Salesforce features and Chatter with the standard Salesforce license. But, if you want to grant a user access to only some features in Salesforce, you have a host of licenses to choose from. For example, if you have to grant a user access to Chatter without allowing them to see any data in Salesforce, you can give them a Chatter Free license.

Universal Containers has a complex sales process with multiple record types, each shared with all Profiles. Some users complain about the Record Type selection screen when creating new Opportunities. Which two actions should the System Administrator take to allow these users to bypass choosing a Record Type? Choose 2 answers A. Instruct users to update the Default Record Type in My Settings. B. Remove the Record Type field from the users' Page Layout. C. Remove Record Types from the users' Profiles. D. Remove Record Types from the users' Sales Process.

A,D

The Sales Operations team needs to import and export Accounts, Contacts, Opportunities, and Orders.Which two Profile permissions does the Sales Operation team need to be able to perform this task? Choose 2 answers A. API Enabled B. Modify All for those objects C. View All Data D. Weekly Data Export

A. API Enabled B. Modify All for those objects

3 main categories in the setup menu

ADMINISTRATION The Administration category is where you manage your users and data. You can do things like add users, change permissions, import and export data, and create email templates. PLATFORM TOOLS You do most of your customization in Platform Tools. You can view and manage your data model, create apps, modify the user interface, and deploy new features to your users. If you decide to try your hand at programmatic development, Platform Tools is where you manage your code as well. SETIINGS Settings is where you manage your company information and org security. You can do things like add business hours, change your locale, and view your org's history.

What to do before creating branded apps to streamline the Salesforce mobile app and the mobile Lightning Community customizations

APP -Created quick actions to speed up the brokers' workflow. -Customized the mobile navigation so that the landing page in the Mobile Only app is the Chatter feed. (Remember: The navigation you set up for the Salesforce app in your org also applies to your branded app.) -Built three new Lightning apps that are available from the navigation menu: House Explorer, Heat Map, and Property Explorer. MOBILE LIGHTNING COMMUNITY -Customized a theme to match DreamHouse Realty's brand and style. -Created a custom search component to help their customers search more effectively.

Describe the considerations related to the assignment of record types

ASSIGNMENT -record types can be assigned to a profile or individual users through a permission sets -Assignment specifies that the user can use that record type when creating or editing a record -Users can view records assigned to any record type -Page layout assignments are specified for every record type in Profiles -When access to record type needs to be changed, users go to Record Type Settings of profile in the Setup menu -When a permission set specifies a custom record type, the user assigned with that permission set gets the page layout that is specified for that record type within their profile

Mass Transfer Accounts, leads and Custom objects

Accounts -notes, Contacts, Opportunities and open activities owned by the current owner will be transferred to the new owner Leads -All open activities owned by the current owner will be transferred to the new owner Custom Objects -No related records ate transferred

User Activation

Activating a user record enables the user to login and access Salesforce user records must start as Activated upon creation Users can be Activated after being Deactivated

Filter Logic

Add Boolean conditions to control how field filters are evaluated. You must add at least one field filter before applying filter logic.

Case Team

Admins can set up Case Teams in order for support users to collaborate on closing cases Admins can use predefined Case teams to users can quickly add people they frequently work with on Cases Case owners have Read/Write access by default Admins can set up assignment rules to automatically add a case team to cases

Changing case ownership in a list view

Admins with "Manage cases" permission can change ownership in multiple cases from a list view

identify the features available for tracking campaign responses and the status of Campaign Members

After a campaign has executed, the member status if updated for each member with the response Responses can be updated manually by editing the individual Campaign Member record responses can be updated manually from the Lead or Contact campaign history related list Responses can be updated with the Campaign member Import Wizard Responses that use online form registration can be tracked by using wWeb-to-Lead form form with hidden campaign ID and member status fields -You can update campaign member status via the Edit Link on the Campaign member page A quick way to track campaign responses is through mass updating member status from the Campaign Members Related List -This list can be filtered to show needed records before selecting records MEMBER STATUS -Leads or contacts are added to a campaign as a 'member;. Each campaign defines its member status values to track the status of each member (sent, attending, and declined) -up to 50 entries can be added when creating new values -One entry should be selected as the default value -Each campaign record can have customized status values -To reuse member status values, clone a campaign with the values already setup -TO add new, replace, or update status values, the Campaign member Statuses related list should be added to the campaign page layout

Import File format

All import data files must be in CSV format

Contact Roles

Allow different contacts and their roles to be tracked on each opportunity A primary contact can be set. This person is usually the main point of contact Contact Roles can be added directly from the record page. To do this the Contact Role Related list must be added to the appropriate page layout

Team Selling

Allows multiple team members that work together on an opportunity to be defined. -team selling must be enabled before opportunity splits can be used For each team member, the role and access to the Opportunity is defined on the each opportunity -A default team, can be setup for each user within user detail settings The default team can be automatically added to opportunities when they are created Before adding a default Opportunity Team, each user must define a default team in their personal settings List of available roles can be edited from setup Default team and opportunity team members can be added directly from the opportunity Team related list in addition to internal users partner users can be included in opportunity teams Opportunity teams are not available in Salesforce Classic Also Account teams

Advanced Currency Management

Allows you to manage dated exchange rates that map a currency conversion rate to a specific date range.

Identify the two types of apps that can be made visible to the users' profile in Salesforce

An App is a collection of tabs made visible to certain profiles STANDARD APPS -Salesforce comes with standard apps, such as Sales, Service, and Marketing CUSTOM APPS -Custom apps can be created, and the header can be customized for company branding PROFILES -Profiles can have access to multiple apps and the default app can be set DEFAULT TABS -the default landing tab can be set for each app

Alias

An alias is a short name to identify the user on list pages, reports, or other places where their entire name doesn't fit. By default, the alias is the first letter of the user's first name and the first four letters of their last name.

Who needs licenses for Lightning Knowledge?

Anybody who does more than just read articles (write, edit)

Packages

AppExchange solutions are delivered to your org in packages, which are containers for apps, tabs, and objects. Packages come in two flavors: managed and unmanaged. MANAGED PACKAGES -You can't view or change the solution's code or metadata. -The provider can automatically upgrade the solution. -The contents of the package don't count against the app, tab, and object limits in your org. UNMANAGED PACKAGE -You can customize code and metadata, if desired. -To receive an upgrade, you must uninstall the package from your org and then reinstall a new version from AppExchange. -The contents of the package count against the app, tab, and object limits in your org.

Report Chart Considerations

At least 2 group must be added to the report. A chart can be customized to change aspects such as chart type and color palette Record charts in the Enhanced Run Page show all records, not just up to the reports 2,000 record limit The Enhanced Run Page provides an improved UI and enhanced performance when running reports in lightning Experience The Enhanced Run Page and lightning Report Builder support the same chart configurations

Organization Level Security

At the highest level, you can secure access to your organization by: 1.) maintaining a list of authorized users 2.) setting password policies 3.) limiting login access to certain hours and certain locations.

Assignment Rules

Automatically assign incoming cases to specific agents so that the right people work on the right cases. -assign cases to one person, groups, or queues

Auto-Response rules

Automatically send personalized email responses to customers based on each case's details. can be set up to automatically send quick replies to customers to let them know that the company has received their case

Which three objects have a relationship with a Campaign? Choose 3 answers A. Contact Role B. Lead C. Opportunity D. Account E. Contact

B,C,E

Features available for creating reports

BUCKET FIELDS Quickly categorize report records without creating a formula or a custom field by bucketing them. When you create a bucket column, you define multiple categories (buckets) used to group report values. Like any other column in your report, you can sort, filter, and group by bucket columns. SUMMARY FIELDS ROW-LEVEL FORMULAS adds a row-level formula column to your report that makes calculations on every report row SUMMARY FORMULAS COUNT UNIQUE -counts the number of unique records based on a column REPORT FILTERS CONDITIONAL HIGHLIGHTING REPORT CHARTS

Bucket Fields

Bucketing lets you segment your report data on the fly by defining a set of categories, or "buckets," to sort, group, or filter the records

System Validation Rules

Built in validation rules that are enforced by Salesforce -Ensures Data Type is correct -Validates field length on text, currency, and number fields -Enforced on record save, prior to workflow or process builders -system validation rules display error messages that describe the cause of the error and/or provide information to resolve them -Fields can be marked as required, so an error will occur if field is left blank and the record cannot be saved layouts -Fields can also be marked as unique TYPES -A value of the correct data type must be entered -A field cannot have an empty value -The same field should not exist in another record

Process Builder Limitations

CANNOT -Post to a community feed. -Submit a related record for approval. -Delete records. -Create a bunch of records and associate them with each other. -Perform complex logic.

top 5 Setup pages to know

COMPANY INFORMATION -At-a-glance view of your org -Find your org ID -See your licensing information -Monitor important limits like data and file usage USERS -Reset passwords -Create new users and deactivate or freeze existing users -View information about your users PROFILES -Manage who can see what with user profiles -Create custom profiles VIEW SETUP AUDIT TRAIL -See 6 months of change history in your org -Find out who made changes and when -Tool for troubleshooting org configuration issues LOGIN HISTORY -See 6 months of login history for your org -View date, time, user, IP address, and more login data -Use for security tracking and adoption monitoring

What does Lightning Flow allow you to do?

CREATE A GUIDED TUTORIAL OR WIZARD WITH SCREENS Flow Builder includes several out-of-the-box screen components, like text boxes, radio buttons, and file-uploads. If you need more than what's offered, add custom Lightning components to your screens. SET UP AUTOMATED TASKS AND PROCESSES Declaratively configure logic and actions for your business process with either Process Builder or Flow Builder. If needed, you can build custom Apex code to fill any functional gaps. CONNECT TO EXTERNAL SYSTEMS Communicate changes between your Salesforce org and your external systems with platform events. Process Builder and Flow Builder let you respond to and send platform event messages. In addition, Flow Builder can retrieve data from third-party systems with External Services. ADD AUTOMATION TO YOUR PAGES AND APPS Make sure your behind-the-scenes processes start when the right action happens, whether that's when records change or when users click a particular button. Once you build guided visual experiences, add them to Lightning pages, Community pages, the utility bar in your Lightning apps, and more. REBUILD WHAT YOU USE In Flow Builder, any flow can be used as a subflow. In Process Builder, create an invocable process to reuse that process's logic or actions in other business processes.

identify how to use Campaign statistics and ROI to analyze a campaign

Campaign statistics summarize the totals for the campaign. The opportunity values are derived from opportunities that have marked the campaign as 'Primary Campaign Source' Campaigns can be analyzed from pre-made campaign reports available in Sales and Marketing Reports folder Campaign ROI is calculated as ((Total value of won opportunities - Campaign actual cost) / (Campaign actual cost)) * 100

Identify the main features available for campaign management in Salesforce

Campaigns are used to track marketing activities Targets for the campaign can be existing leads, contacts, or new leads imported The 'Marketing user' permission is needed on the user record to access campaign functionality Salesforce has a mass email limit of 5000 per day. AN Appexhchange app can send more MARKETING USER CHECKBOX -Only marketing users can create, edit and delete campaigns -Marketing users with designated permission can use the Data Import Wizard to import contacts, leads, and person accounts, or update campaign member statuses -To designate a marketing user, the system admin should select the marketing user option on the user's personal record page NEW CAMPAIGN CREATION -A campaign can be manually created from object object homepage -Users can view created campaigns depending on the organization's sharing settings -New campaigns can also be created by cloning existing campaigns -Clone with Related' button lets you clone a campaign and get all the associated records from that campaign

Calendar

Can be personal or public Personal calendars can be shared with users Public calendars can be shared with public groups, roles, and users

Describe the use of list email email for campaigns in Lightning Experience

Can be sent directly to all members of a campaign In lightning Experience, sending a list email sends an individual email to each recipient in a list Send List Email action is available from the Campaign Members related list A lList Email can also be sent from a contact or lead list view filtered by campaign Users have the option to save their in-progress list email content as a draft and return to it later Email templates with merge fields can also be used to customize each email If there is n campaign member selected before clicking the 'Send List Email' button, all the members of the list will be included

Case Auto-Response Rules VS Email Alerts

Case Auto-Response Rules -only sent to contact on the case or submitter, -only one email can be sent per criteria Email Alerts -Can be sent to anyone -up to 10 emails on each criteria

Case Collaboration Tools

Case Feed -All case updates can be tracked and displayed from the case feed 0Users can collaborate to resolve a case Case Component -Case components is a communication tool that can be used to post updates on the case internally or publicly Case Emails -Emails can be sent from and received into the case record

Describe the use of data sources for dashboard components

Chart Segments are interactive and clicking on a segment such as a column on a bar chart may open a filtered view of the source report Joined Reports can be displayed in dashboard components but the report's chart must be the same Table and chart components use data from each group level of their source report Gauge and metric components use data from grand total values of their source report

Chatter Licenses

Chatter Free, Chatter External and Chatter Only

Identify different Chatter editions that can give users access to Chatter

Chatter access is available for standard Salesforce licensed users. Other Chatter-specified licenses offered are Chatter External, Chatter Free, and Chatter Only CHATTER FREE -free license designed for users who don't have access to Salesforce licenses but need access to Chatter -can access standard Chatter items (feeds, people, groups, files) but cannot access any standard objects or data -Tabs cannot be seen by users -One standard Salesforce license enabled 5000 Chatter Free licenses CHATTER EXTERNAL -used to collaborate with customers in Chatter groups -Customers are users outside a company's email domain -Customers can access info and interact with users in groups they are invited to -One standard Salesforce license enabled 500 Chatter External licenses -no access to Salesforce objects or data CHATTER ONLY (CHATTER PLUS) -targets users with no Salesforce license but need access to some Salesforce objects in addition to Chatter -can no longer be purchased -Users can access standard Chatter, people, profiles, groups, files and limited functionality -Use and approve workflows -use the calendar to create activities -modify up to 10 custom objects -Access Dashboard and Reports -Use CRM Content, Ideas, and Answers -View Accounts and Contacts

Identify different settings and customizations available for Chatter

Chatter is enabled by default in Salesforce organizations Chatter features and experience are configured on Chatter Settings in Setup CHATTER IN NEW ORGANIZATIONS -Enabled for new organizations automatically, but can be turned off PROFILE BASED CHATTER -Salesforce needs to enable this feature -allows Chatter to be given to certain profiles ALLOW CUSTOMER INVITATIONS -Control if users can invite people outside of the company to join a private group COWORKER INVITATIONS Allow Salesforce.com users to invite coworkers who dont have licenses to Chatter APPROVAL SETTINGS -Control, if a user can receive and confirm an approval via Chatter -Allow users to receive approval requests as posts

Identify the features related to Chatter Security

Chatter post access is determined by record or group access POST VISIBILITY -Posts are publicly visible to everyone and put into the all-company Chatter feed when posted to the users profile, home page, Chatter tab, or public groups MENTION USERS @mentioning a user does not give them access to the post if they do not have access to the record or are not part of the private or unlisted group FILES VISIBILITY -files attached to a post follow the same visibility rules as the post itself

Chatter Security

Chatter posts access is determined by record or group access

Describe the main features of Collaborative forecasting

Collaborative Forecasting can be utilized to predict sales revenue and quantities from the opportunity pipeline. Expected revenue is calculated by multiplying the amount by the probability that is associated with the sales stage Forecasts are a way of estimating revenue for products and services in the future based on Opportunities and their stages and values Before forecasting can be used, opportunity Stages are mapped to forecast categories Forecast values are displayed in the different forecast categories: For example -Pipeline, Best case, Commit, Omitted, or Closed Forecasts can be measured by revenue, quantity or both

Identify different forecast types available for collaborative forecasting

Collaborative Forecasts is an adjustable solution that helps Sales users estimate and plan the whole sales cycle from pipeline to closed sales Based on its stage, an opportunity is assigned a Forecast Category CATEGORIES (STANDARD VALUES) -Closed -Commit -Best Case -Pipeline Forecasts can be measured by revenue, quantity or both TYPES -opportunity Amount (Revenue/Quantity) -Expected Revenue -Custom Currency Field (Revenue) -Product Family (Revenue/Quantity) -Opportunity Splits (Revenue) -Overlay Splits (Revenue)

Connected App

Connected apps bring Salesforce orgs, third-party apps, and services together. If a connected app is created without implementing SSO, it acts like a bookmark. Users can get to the app from the App Launcher or dropdown app menu, but they sometimes have to sign in again to use it.

Describe how libraries can be used in Salesforce Classic and Lightning Experience

Content can be organized into libraries (must have 'Create Libraries' or 'Manage Salesforce CRM Content' permission to create Libraries can be created, updated, and managed from the Files Home To access the File Home, the File tab must be added to the Content App Lightning Experience allows libraries to be updated and managed from a drop down menu Users and public groups can be added and removed to and from libraries Libraries are automatically structured in folders. Folders can be created, renamed, and deleted in libraries by library managers Folders or subfolders can be used to organize and easily locate the files. If the library has more than 5,000 files, the folders can't be enabled A library creator has admin permissions to manage the library Only empty libraries can be deleted Users or Public groups can be included as library members If your organization has many Salesforce CRM Content Users, it is best to add them to a public group and add it to the library Permissions on what each user can do in a Library can be specified

Locale

Controls the language and format of date. time, address, name and number fields Default Locale is set at the organization level, but user local settings override (on the company info page)

Cross filter

Create WITH or WITHOUT filters based on child records. can be used to limit the records displayed to those 'with' or 'without' Child object records Filters can be set on the child records

Email Templates

Create email templates to save time and standardize communications sent to customers from cases Automate information on emails with merge fields. Templates are automatically available to anyone in the org.

Quick Text

Create predefined messages for support agents, like greetings, answers to common questions, and short notes to insert in cases, emails, web chats, and more. Save time and standardize on messaging to customers.

Delegated Admin Permission

Create public groups and assign users to specified public groups Manage specific custom objects Assign users to specified profiles Unlock users and reset passwords for users in certain roles Assign or remove permission sets for users

Identify the considerations pertaining to the creation of custom objects

Custom Objects can be created to record custom data not covered by standard data Up to 200 custom objects can be created in Enterprise edition and up to 2000 in Unlimited Relationship fields can be used to define relationships between objects USES 1.) Allow reports -this option allows the object to be reported on 2.) Track field history -This allows the selection of fields for tracking field history on a record related list. For custom objects, up to 20 fields may be chosen to track 3.) Allow Activities -this option allows Activities (tasks and events) to be associated with the custom object. The open Activities and Activity History related lists need to be added to the page layout 4.) Field History Tracking -when tracking is enabled for a custom object, the admin must also include the Field History Tracking Related List to the object's page layout

Page Layout Editor

Customize a case page's contents, like the fields and buttons that appear on the page, along with what is visible to whom. customize the structure of the page, and the position of its components, with the Lightning App Builder.

DATA STORAGE VS FILE STORAGE

DATA STORAGE -used when creating records -10 GB plus 20MB per user license FILE STORAGE -used when storing files in Attachments -10 GB plus 2GB per user license

Quantify customer service metrics in Service Cloud

Daily performance metrics Long term trending data Assess and anticipate bottlenecks

DATA Loader API

Data Loader uses the SOAP API to process records For faster processing, you can configure it to use the Bulk API instead The Bulk API is optimized to load a large number of records simultaneously. It is faster than the SOAP API due to parallel processing and fewer network round-trips.

Different Types of dashboard components

Data can be visually displayed on a dashboard using dashboard components, such as chart, gauge, metric, or table CHART -used to graphically show report data from a Matrix or summary report. -Different chart types are available to customize how data is displayed GAUGE -can be used to show a single value within a range of custom values METRIC -Can be used to show a single key value TABLE -can be used to display data from a tabular report and show a list of records i row and column format like a spreadsheet -Bar Chart -Line Chart -Stacked Bar Chart -Donut Chart -Funnel Chart -Scatter Chart -gauge -Metric -Lightning Table

User Deactivation

Deactivating a user disabled them from logging in and having access to Salesforce. They will no longer get any email or chatter alerts Users who should no longer have access to the organization should be deactivated Users cannot be deactivated if: 1.) they are the sole recipient of a Workflow Email Alert 2.) Customer Portal Admin 3.) User selected in a Custom hierarchy Field 4.) Default owner of Leads or Cases Deactivate users by unchecking the "Active" button on their user record

Identify the implications associated with record type defaulting

Default record type is used when the user does not select the record type -default record type is set at the profile level when creating a new record -Users can set a default record type in their personal settings, so they are not prompted to select one when creating a new record (when there are 2 or more record types) -When no default record type is configured in personal settings, the default record type configured from the Profile's record type settings will be automatically ticked

Recycle Bin

Deleted records are stored in the Recycle Bin for 15 days or until the limit is reached allowing for record restoration

How can a System Administrator discover who added a field to the account page layout? A. Review the Account Last Modified By field B. Create a poll in the Admin Chatter group C. Download the Setup Audit Trail D. Run an Account History report

Download the Setup Audit Trail

Flow Building Blocks

ELEMENTS appear on the canvas. To add an element to the canvas, click it or drag it there from the toolbox. CONNECTORS define the path that the flow takes at runtime. They tell the flow which element to execute next. RESOURCES containers that represent a given value, such as field values or formulas. You can reference resources throughout your flow. For example, look up an account's ID, store that ID in a variable, and later reference that ID to update the account.

two ways to turn emails into cases

EMAIL TO CASE -This can be set up by downloading and installing the email-to-case agent onto a company server behind the network firewall -used for orgs with specific security policies and -use for attachments larger than 25 MB -limited number of incoming daily emails ON DEMAND EMAIL-TO-CASE a) Behind firewall (no install required) b) Attachments > 10 MB c) Can have multiple emails (and should, when using email-to-case and on-demand email-to-case together). d) Requires download and install of Email-to-case agent

General UI Settings

ENABLE HOVER DETAILS -enables a summary display of a record when hovering over a record link. The fields displayed are determined by the compact page layout INLINE EDITING IN LIGHTNING EXPERIENCE -When a user hovers over the field, a pencil icon will appear if the cell is editable. A lock will appear if it is not. ENABLE PRINTABLE LIST VIEWS -When enabled, will display a button that can be used to generate a print ready format of the data in the view

User Account

Each user account contains at least the following: Username Email Address User's First and Last Name License Profile Role (optional) USER LIST shows all the users in your organization. From the list, you can: 1.) Create one or more users. 2.) Reset passwords for selected users. 3.) View a user's detail page by clicking the name, alias, or username. 4.) edit a user's details. 5) Log in as any user if the system permission is enabled or if the user has granted you system administrator login access.

Username

Each user has both a username and an email address. The username must be formatted like an email address and must be unique across all Salesforce organizations. It can be the user's email address, so long as it is unique

Case Emails

Emails can be sent and received directly on the case record page Custom features -Email templates, quick test, and merger fields can be inserted in emails Email Actions -"Reply", "Reply All" and "Forward" actions

Multi Day & Repeating Events

Events that last for more than 24 hours and repeating events can be enabled or disabled by navigating to Activity settings in Setup

Export file format

Exported files can be CSV, XLS, or XLSK

Describe the main features of Chatter feed, including feed tracking and publisher actions

FEED TRACKING -Feed tracking can be used to display changes to record fields -Objects and fields can be enabled to appear in the Chatter feed -Custom objects and most standard objects and fields can be tracked -A maximum of 20 fields per object can be tracked -For tracked objects, changes made to the record are recorded in their corresponding Chatter Feed CHATTER PUBLISHER ACTIONS -Allow quick actions to be defined directly in Chatter Feed -Standard and custom quick actions are available -Create records or update records -Track calls made related to the record -Visualforce or Canvas apps are supported STANDARD PUBLISHER ACTIONS -post -attach a file -link -poll -question -create a task -Create/Update records -Log calls e records - Actions can be added to Chatter Publisher by including them on the page layout QUESTION ACTION -allows users to ask a question, answer a question, and pick th best answer FEED ITEM ACTIONS -Allows users to perform actions directly from a feed item

Identify the basic features of Chatter

FEEDS -A sorted list of activites (posts or commends or record updates) related to a person or record -Files and Llinks can be commented as post -Enable feed tracking for objects to allow tracking changes on records -Post polls to conduct a survey FILE -A file up to 2 GB can be attached to a post or comment FOLLWO RECORDS OR USERS -users can be notified and see their feed updates GROUPS -Create public or private groups -Invite customers to private groups -Post announcements LIKE -Vote of approval to like a post or comment MESSAGES -Secure and private conversations POLL -a way of collecting feedback PROFILES -Info about a Salesforce User SHARE -Share a post TOPICS -Add topics to Chatter posts and records -View all posts about a topic -Find and endorse people PUBLISHER ACTONS -Create quick actions

Formula Fields

FORMULA FIELDS -read-only fields that automatically calculate a value based on other fields of a formula -can be based on a simple or advanced formula -merge fields can reference fields in related objects -Cross object formulas can reference merge fields from two related objects FORMULA FIELD TYPES -checkbox -currency -data -date/time -number -text -percent

Feed

Feed tracking can be enabled for objects and up to 20 fields in setup Files and links can be commented as post to collaborate with other others Post polls to conduct a survey

Field Filter

Field filters are available for reports, list views, workflow rules, and other areas of the application. For each filter, set the field, operator, and value. With tabular, summary, and matrix reports, you can drag a field from the Fields pane to the Filters pane to add a report filter.

Identify the customization options available for standard fields

Field labels can be changed Standard picklist values can be added, renamed, reordered, deleted or deactivated Field History tracking can be set Field-level help can be added Lookup filters can be added or edited Auto-number field format can be adjusted Can be removed from page layouts to hide them from users Cannot be deleted

Describe the considerations for changing field types

Field types of custom fields can be changed DATA LOSS -Changing from any data type to Number or percent -Changing from checkbox or Auto Number to any other type -More

Cross Filter

Filter a report by the child object using WITH or WITHOUT conditions. Add subfilters to further filter by fields on the child object. For example, if you have a cross filter of Accounts with Opportunities, click Add Opportunity Filter and create the Opportunity Name equals ACME subfilter to only include those opportunities.

Knowledge Base

Find, share, and store articles or answers related to cases to speed up service. Or, let customers find answers on their own from your self-service website or community.

Types of Dashboard

Fixed Dashboard -The View Dashboard As setting is fixed to a specific user, and all viewers see dashboard data based on the access level of this user DYNAMIC DASHBOARD -Data displayed on the dashboard adapts or changes according to the access level of the logged-in-user who is currency viewing the dashboard -Limit of 5 dynamic dashboard for Enterprise, and 10 for unlimited -Dynamic Dashboards cannot be scheduled to refresh automatically and must be refreshed manually -Dashboard subscription is disabled or is not supported in dynamic dashboards

Row Limit

For tabular reports, select the maximum number of rows to display, then choose a field to sort by and the sort order. You can use a tabular report as the source report for a dashboard table or chart component, if you limit the number of rows it returns.

Utilities

Give support agents quick access to productivity tools, like notes, history, softphones, and more in the footer of the console.

Salesforce Record ID

Globally unique ID that every record has. Can either be 15 characters or 18 characters that the API will accept An external ID can be used as an alternative ID to the record id for matching when importing or updating data the 18 character ID is case insensitive, 15 character id is case sensitive 18 character ID can be converted into 15 character ID by truncating the last 3 characters Record ID will never change CAN BE VIEWED -URL (15 character) -Reports (15 character) -Data Loader/Data Export Service (18 character)

Describe the main features of Chatter Groups and the different types of groups

Groups allow a number of people to collaborate. They can be set to public, private, or unlisted Chatter groups have list views and customizable page layouts A group feed is where all group activities are displayed PUBLIC GROUP -Anyone can join and see its feed PRIVATE GROUP -The owner must be asked for permission to join -Only system admin, members, and users with View All Data permission can see and add posts to the feed UNLISTED GROUP -only members can view the detail page, feed, and files -Do not appear in search results -Only members and users with the Manage Unlisted groups permission can find and access unlisted groups BROADCAST GROUPS -can be used to make announcements Only the group owner and manger can create posts -Group members can respond but cannot crew posts -Public, private, or unlisted groups can be marked as a broadcast group

Self service Communities

Help customers find answers, log cases, and update orders on their own from web communities. Customize, create, and brand communities with easy-to-use templates, components, and apps.

App settings page (Service Cloud)

Here, you can do things like change the app's colors and upload a branded image. You can also access other setup features at the left of the screen add or remove productivity tools from the utility bar

Describe the considerations for using picklist fields and global value sets

If a global value set is used then the picklist is restricted A picklist can use custom defined values or values from a global value set If a value is imported into a picklist that doesn't exist and the picklist is not restricted, it will be added A picklist value can be deactivated A restricted picklist means that only the values defined can be used A dependent picklist allows the values in one picklist to be filtered by the values in another picklist or checkbox field A dependent picklist can be multi-select Standard picklist fields cannot be dependent fields A multi-select picklist can only be a dependent field

SalesforceA mobile app

If you're not at your desk and you need to get your admin duties on, you can take Setup on the go You can perform essential admin tasks like resetting passwords, freezing users, and viewing current system status from your mobile device. You can get SalesforceA for iOS and Android mobile devices. Download SalesforceA from the App Store™ or Google Play™ LOGGING IN -just need username password, and correct instance

Explain how to associate contacts and leads to a campaign

In Lightning Experience contacts and leads can be added directly from the Campaign Members related list Contacts cab be selected and added to a campaign from a Lead or Contact List View using the 'Add to Campaign; button Individual leads and contacts can be added to campaigns using the 'Add to Campaign' button on the Campaign History related list on the lead or contact record MANAGE CAMPAIGN MEMBERS -this option will redirect the user to the import wizard interface with the 'Campaign Member' object automatically selected for record creation or update actions ADD LEADS FROM REPORT -Leads or contacts can be added from the results of running a report.

Instant Metrics

Information about cases is available in service metrics to gauge your business's response times, resolution times, and overall service health. Use data to identify strengths and gaps; and make decisions on how to deliver better, faster service.

Explain the options available for setting up Outlook Integration

It can be used by getting the Salesforce app from the Microsoft office Store and connecting it with the email account Outlook Integration and Lightning Sync can be enabled by navigating to Settings under the Outlook Integration and Sync section in Setup Salesforce records can be viewed in Outlook Create new Salesforce records from Outlook and relate them to an email Events can also be added to Salesforce records

Salesforce Platform creating mobile apps

It lets you easily create both enterprise-grade and consumer-grade, secure mobile apps that work across a wide range of mobile devices.

My Domain

It's a Salesforce Identity feature that lets you personalize your Salesforce org by creating a subdomain (empire) within the Salesforce domain (universe). Gives the user more control over the login process and simplifies authentication REQUIRED WHEN -Work in multiple Salesforce orgs in the same browser -Set up single sign-on (SSO) with external identity vendors -Set up authentication providers, such as Google and Facebook, so that your users can log in to your Salesforce org with their social account credentials -Use Lightning components in Lightning component tabs, Lightning page, the Lightning App Builder, or standalone apps

Describe the use of lead assignment rules and lead auto-response rules

LEAD ASSIGNMENT RULES -can assign a Lead to a user or queue according to matching field values to assignment criteria -A number of rules an be setup but only one can be active at a time -Each rule an have one or more rule entries where the field criteria or a formula can be specified -The rule entries are evaluated one at a time, and as soon as a match is found the lead is assigned From the Leads tab, users can automatically assign the lead using the active lead assignment rule by selecting 'Assign using active management rules'. Otherwise the lead will be assigned to the record creator DATA LOADER -Lead assignment rules can be specified in data loader LEAD AUTO-RESPONSE RULES -can be used to send an email to a person that submitted a Lead from a web to lead form -A number of auto-response rules can be setup, but only one can be active at a time -Each rule can have one or more rule entries where field criteria or a formula is specified -The rule entries are evaluated one at a time, and as soon as a match is found the lead is assigned

identify the key lead fields used for lead management in Salesforce

LEAD STATUS contains the Lead process values defined for the Lead Life Cycle (open, contacted, unqaulified, qualified/converted) LEAD SOURCE is where the lead originated from (web, phone, cold calls...) LEAD OWNER is the user or queue that owns the Lead A lead has standard fields (like name and company) anf custom ones can be created some fields may not be editable or visible depending on your page layout and field-level security settings REQUIRED FIELDS -Last name, -Company, -Lead Status

Service Setup process

Layered system 1.) AUTOMATE CASE MANAGEMENT First, route customer questions, comments, and feedback to the right people and places with as little work as possible Analyze service metrics to spot trends and make better choices about service. 2.) ADD MULTIPLE CHANNELS Once your case management system is in place, engage with customers on their favorite communication tools, such as phones, emails, websites, social media, and more. Sync all your channels to a console so that your team can respond to customers anywhere. 3.) CAPTURE KNOWLEDGE As customer engagement provides your team with insights, store all useful information in an easy-to-search Knowledge base so helpful articles are just a click away for support agents or customers. 4.) EXPAND EFFICIENCIES WITH AI Finally, include artificial intelligence and bots to streamline more tasks and predict service before it's needed.

Describe the use of actions in Lead list view

Lead Actions are quick actions to add new or update existing records directly from the list View Lead Actions are available from list views. Multiple leads from the list view You can change the Lead Status of multiple selected leads You can change the owner of multiple selected leads You can add multiple selected leads to a campaign Quick actions on Leads Related list helps users manage their leads efficiently without clicking the record one by one

Describe the use of Lead Queues

Lead queues are a place to store Leads before they have an owner Assignment rules can be used to direct leads to different queues based on different criteria When a queue is set up, the users, groups, or roles that will have access to the queue are specified A queue is accessed via a list view that is automatically generated when the queue is created As part of the queue setup, an email can be specified to send emails when a Lead is assigned to a queue Users can the the 'Accept' button to take ownership of a Lead in a queue

Describe how to generate Leads from LinkedIn

Leads can be generated automatically from LinkedIn lead gen ads by setting up 'LinkedIn accounts' in Setup When prospective customers fill out a form on the company's LinkedIN ad, the data is converted directly to new leads in Salesforce The new leads can be assigned to a user or queue automatically Up to 500 leads can be added from linkedIn per day A LinkedIn account associated with the company can be connected to the Salesforce.org All forms associated with these ad accounts generate leads in Salesforce Default field values can be set up for leads from LikedIn and form fields can be mapped to Lead fields Each LinkedIn form can have up to 3 optional questions which can be mapped to custom fields Field mapping will determine which Lead Fields will receive the data from linkedIn about each lead

Lightning Service

Lets you run customer service from your phone

Identify the main features of Lightning Dialer

Lightning Dialer can be utilized by sales reps to access telephony features without ever leaving Salesforce only available on Essentials, Professional, Enterprise, performance, and Unlimited editions VOICE MAILS -Sales reps cab received voicemail messages for different prospects. Agents can receive and store up 20 voicemail messages LOCAL PRESENCE -When sales reps call prospects, Local Presence dynamically displays phone numbers with the same area code as prospects CALL BRIDGE -Sales reps can use the Call Bridge feature to make or receive Lightning Dialer calls with their desk or mobile phone -A separate business line can be used while getting all the benefits of Lightning Dialer CALL LIST -Sales reps can create a list of contacts to be called using Lightning Dialer. Telephone numbers can be added from list views and record detail pages CALL -Calls can be made and received, and call otes can be added, and call information can be logged. Auto-log functionality allows call details to be added to the activity timeline automatically PHONE FIELDS -To make calls from Salesforce sales reps can click phone number fields in Lightning Experience, such as numbers on contacts, leads, and list views CALL RECORDING -Sales Reps can record the calls made with Lightning Dialer. A button in the call panel can be used to start and pause call recordings. MULTI-TASKING -Since calls appear in the utility bar, sales reps can perform multiple tasks while on a call, such as access relevant records, add calls notes, or create task events CALL MONITORING -Sales managers can silently monitor the calls of their sales reps and improve their sales performance through coaching

Lightning Email

Lightning Email can be used to send Salesforce files to external Contacts as attachments. The salesforce Files and Content Deliveries permission must be enabled If the combined size of all file attachments exceeds the 3MB limit, the actual files are not attached. Instead a link to each file is attached to the email When a recipient clicks a link, it opens to corresponding attachments in Salesforce Files A file can be shared a maximum of 2000 times Attachments that are sent as links in lightning Experience dont expire automatically but can manually expire

Activity Timeline

Lightning Experience feature that shows next steps, including open tasks and upcoming events and past activities

Explain the use of Lightning Sync for syncing items between Salesforce and Outlook

Lightning Sync can sync contacts and events between A microsft-exchange based calendar and Salesforce Can be configured to determine who can sync and what they can sync Private events can be set up Event atendees details sync autoamtically when the event organizer is set up to sync events and the email addesses match contacts, leads, or user profiles Filters can be created to limit contacts or events from syncing Sync recyrrence pattern can be set to daily, weekly, monthly, or yearly UNRESOLVED ITEMS -items that cannot automatically be assinged to Salesforce record Items can be assigned manually or they can be left unassigned Batch edit feature could be used to select and assign multiple items (up to 50) at one time Salesforce has an option to provide reccomendations for accounts, cases, and opportunities who which you assign your items

Explain the usage of login forensics and security health check

Login LOGIN FORENSICS allow Salesforce Admins to monitor login behavior and keep a Salesforce org secure. USES -Identify suspicious login activity -see who logged in more than the average number of time -see the average number of logins per user per a specified time period -see who logged in during non-business hours -see who logged in using suspicious IP ranges

Macro

MACRO -available to automate steps on most standard and custom objects, including accounts, contacts, leads, and opportunities -Macro utility can be accessed in the utility bar of the Lightning Sales console -Macros work on al objects that allow quick actions and have a customizable page layout -Macro Builder can be used in Lightning Experience to create and run macros -Quick text, email Templates, and Attachments can be used in macro instructions In Macro Builder, the Macro utility component should be added

Manual Sharing

MANUAL SHARING allows owners of particular records to share them with other users. Although manual sharing isn't automated like organization-wide sharing settings, role hierarchies, or sharing rules, it can be useful in some situations, for example, if a recruiter going on vacation needs to temporarily assign ownership of a job application to another employee.

Explain different relationship types in Salesforce (lookup, master-detail, many-to-many)

MASTER DETAIL -tightly related two objects through a parent-child relationship -can be one-to-one, one-to-many, or many-to-many -if a master record is deleted, all of the detail records are deleted as well unless 'Allow Reparenting' setting is enabled -The child object inherits the sharing and security settings of the parent object and has no settings of its own -Standard objects must be on the master side LOOKUP -A loose relationship between objects -links objects together so users can see related items from one object on another -Can be one-to-one, one-to-many, self, external, indirect, or hierarchial -a self relationship can be created by creating a lookup to the same object Many-To-Many -implemented via the user of a junction object. a junction objects sits between the other 2 objects and has a master-detail relationship with both

Omni-Channel

Manage support agents' priorities and their capacity to take on work items so that they're given only the number of assignments that they can handle. Route all assignments to the correct agents so that they no longer have to choose work assignments manually from a queue.

Mas transfer records

Mass Transfer Records tools is used to transfer multiple records tool does not support all standard objects like CASES or Opportunities Users with 'Modify ALL Data' or 'Modify All' can transfer a record Must be the record owner or user above in the role or territory hierarchy TO receive a transferred record, the user needs at least 'Read' permission on associated object

Matrix Report

Matrix reports allow you to group records both by row and by column These reports are the most time-consuming to set up, but they also provide the most detailed view of our data. If you're looking for an at-a-glance overview of data, especially for something like totals of revenue or quantity of products sold, then the matrix report format is for you.

Main uses of Salesforce App

NAVIGATION AND CTION -Make calls -log calls -send emails DATA MANGEMENT -Convert leads -track relationships with Contacts to multiple Accounts -Prevent duplicate records from being created -Wok with account and opportunity teams NOTIFICATIONS -decide which events will trigger a push notification -Create custom notification types and s[ecify apps to send ntofications with the Notification Builder

Chatter

Native collaboration tool within Salesforce users can post for internal or external customers to see A Chatter feed can include tracking record updates to ensure users stay up-to-date on key record changes

Chatter notification

Notification Builder is used to select which devices and supported applications will show a notification for a certain activity STANDARD NOTIFICATION -A standard notification can be muted by deselecting all delivery channels CUSTOM NOTIFICATION -Custom notifications can be created to include a personalized message that is targeted toward a user or group -A custom notification message appears when a chatter post is liked by another user Notifications are managed in the notification builder

OAuth 2.0 Protocol

OAuth 2.0 is an open protocol used to allow secure data sharing between applications. The user works in one app but sees the data from another. For example, you're logged in to your Salesforce mobile app and see your data from your Salesforce org. Here are a couple of examples. A mobile app that pulls contacts from a Salesforce org uses OAuth. A Salesforce org gets contacts from another service also uses OAuth

Orders

ORDERS -An order is an agreement with a customer to provide products or services to customers at a certain quantity, price and date. -Orders can be related to an Opportunity and Quote with lookups -Can be created from an account, contract, or from the order tab -orders can be associated with a contract to track the fulfillment of the contract agreement Default status values are 'Draft' and 'Activated' added status values need to be mapped to a status category of Draft or Activated Orders must be enabled in Order Settings STATUS CATEGORY FIELD -available in Service appointments, work orders, and work order line item objects -allows users to use custom status values and still maintain a consistent work classification for tracking reporting, and business process management Reduction orders can be used for cancellations, returns or reductions if an order is associated with a contract, the contract must be activated before the order is activated

Organization Wide Defaults

ORGANIZATION-WIDE DEFAULTS specify the default level of access users have to each others' records. You use organization-wide sharing settings to lock down your data to the most restrictive level, and then use the other sharing tools to selectively give access to other users. For example, you can give all employees access to an object called Candidate to allow anyone to add a candidate to the database. But you can restrict access to Positions so that anyone can see the jobs available but only the employees with the proper permissions can edit them.

Explain how different features pertaining to the sharing model impact reports in Salesforce

OWD -OWD sharing settings determine the default visibility to records that users see in reports PAGE LAYOUTS -Page layouts have no impact on record visibility in reports A field can be viewed even if it is not visible on a page layout FOLDER SHARING -Determines access to folders in which reports are stored as user access to the folder is required OTHER SHARING SETTINGS -Sharing rules, manual sharing, and the role hierarchy also determine what record users see in reports SHARING MODEL -if the model is Public Read/Write or Public Read Only for an object, all users will see the same records in the report if the sharing model is Private for an object, the user's visibility depends on record ownership via sharing or role RECORD OWNERSHIP -see records in which they own the report ACCESS VIA SHARING -see records shared to them via sharing rules or manual sharing USER ROLE -see records owned by users below them in the role hierarchy

Object Level Security

Object-level security provides the simplest way to control which users have access to which data. By setting permissions on a particular type of object, you can prevent a group of users from creating, viewing, editing, or deleting any records of that object. For example, you can use object permissions to ensure that interviewers can view positions and job applications but not edit or delete them.

OpenID Connect Protocol

OpenID Connect is a protocol based on OAuth 2.0 that sends identity information from one service to another. Have you ever installed a new app and come across a prompt like "Log in with your Google account"? The advantage of the OpenID Connect protocol for users is that they can reduce the number of separate accounts, usernames, and passwords. On the flip side, developers can authenticate their users across websites and apps without having to own and manage password files. This process makes it that much harder for hackers to compromise user accounts.

Describe the use of opportunity stages to define a sales process in Salesforce

Opportunities track sales deals and are used to produce the sales forecast Opportunities advance through sales stages tracking from open to closed/ won or closed/lost Stage is the key field to track the Opportunity as it advances Each stage is mapped to a type, defining whether an Opportunity in that stage should be regarded as open or closed in reporting Each stage is mapped to a probability which is used for calculating expected revenue Each stage is mapped to a forecast category which is used when displaying forecasts If no opportunity record types are defined, then all sales stage picklist values can be selected

Page Layout

PAGE LAYOUTS Page layouts control the layout and the organization of fields, buttons, links, publisher actions, report charts, visualforce and related lists Page layouts allow fields to be marked as read-only or required Sections can be used to organize fields on the page Different page layouts can be assigned to different profiles

Price Book

PRICE BOOK -A Price Book is a group of products and their associated prices -A price book entry is an individual product and its associated price -If only one price is needed for all customers, then just the Standard price Book can be used -If prices vary for different customers, Custom Price Books can be added -Products must have a standard price defined in the standard price book to be available to add to an Opportunity -When a standard price is added, a product can also be added to a custom price book with its list price -Price books can be created from the object list view -products are added to Price Books as Price Book Entries WHERE THEY CAN BE CREATED -New Books Entries related list in Price Book record -Price Book related list under record -A list price is the custom price that users can associate with a product in a custom price book Price BOOK SELECTION -Users can select any Price Book they have access to or is shared with them -Products can only be added from a single Price Book -Changing a selected Price Book will delete all existing products from the opportunity -A single product can have multiple list prices in different currencies USE -the default sharing setting is 'use' -this allows visibility to the Price Book and allows users to use it on Opportunities VIEW ONLY -View Only allows visibility of the price Book but restricts users from using it on an Opportunity NO ACCESS -No Access restricts visibility to the price book and prices To control access to the price Books, go to Setup and search for Sharing Settings

Describe the use of products, product Schedules, and price Books

PRODUCT Products represent items or services that are sold to customers. A product can be added to an Opportunity, Quote, Order, or Service Contract The standard use of Products is as a line item on an Opportunity NEW PRODUCT CONSIDERATIONS -User must have read and create object permissions on Products -A product can be created from the Products homepage or it can be cloned from an existing product PRODUCT SCHEDULE Types 1. Revenue Schedule -used if a custom makes regular payments for on a product that they receive once (installments) -when defining a revenue schedule the dates, revenue amounts, the number of quantity installments recognizing revenue or other use can be specified 2. Quantity Schedule -Used if a customer pays once but receives the product in increments (subscription) -When defining a quantity schedule, date, the number of units, and the number of installments for payment, shipping or other use can be specified PRICE BOOK -A Price Book is a group of products and their associated prices -A price book entry is an individual product and its associated price -If only one price is needed for all customers, then just the Standard price Book can be used -If prices vary for different customers, Custom Price Books can be added -Products must have a standard price defined in the standard price book to be available to add to an Opportunity -When a standard price is added, a product can also be added to a custom price book with its list price -Price books can be created from the object list view -products are added to Price Books as Price Book Entries WHERE THEY CAN BE CREATED -New Books Entries related list in Price Book record -Price Book related list under record -A list price is the custom price that users can associate with a product in a custom price book Price BOOK SELECTION -Users can select any Price Book they have access to or is shared with them -Products can only be added from a single Price Book -Changing a selected Price Book will delete all existing products from the opportunity

Product Schedule

PRODUCT SCHEDULE Types 1. Revenue Schedule -used if a custom makes regular payments for on a product that they receive once (installments) -when defining a revenue schedule the dates, revenue amounts, the number of quantity installments recognizing revenue or other use can be specified 2. Quantity Schedule -Used if a customer pays once but receives the product in increments (subscription) -When defining a quantity schedule, date, the number of units, and the number of installments for payment, shipping or other use can be specified

IP Restrictions

PROFILE LEVEL -Login IP address restrictions can be defined for a profile ORGANIZATION LEVEL -A list of trusted IP addresses can be defined for the entire organization LOGIN IP RESTRICTIONS -A range of allowed IP addresses can be specified on a user's profile so that a login from any other IP address is denied When a user is denied access, they see the same error message that appears when the username or password is incorrect LOGIN IP RANGES -An IP range can be added by entering a valid IP address in the "IP Start Address' and a higher-numbered IP address in the 'IP End Address' field ORGANIZATION-LEVEL TRUSTED IP RANGES -user is sent a verification code every time they try to sign in outside the range

Password policies at the organization and profile level

Password policies are settings that govern the login and password specifications of a Salesforce organization's users Password policies can be defined at the profile level and the organizational level Profile Password policies override the organization-wide policies If password policies are not set for a profile, the Organization-wide password policies apply

Describe how the progress of a campaign can be tracked using a Path

Path can be used by marketing users to manage the lifecycle of campaigns Path can be accessed at the top of the campaign records and used to view and update its status The steps of a path are based on the values in the picklist field that is selected while setting up the path A different path can be created for each record type of the Campaign object A path can be set up by navigating to Path Settings in Setup Lightning App Builder can be used to add the Path component to the Campaign page layout

Describe the use of paths to display the lifecycle of records in lightning Experience

Paths are intended to capture the lifecyle of standard objects, such as Leads, campaigns, Accounts, Contacts, and cases and are used to guide users along steps in a process A path can be created for custom objects and certain standard objects in Lightning Experience path is similar to the visual guidance of moving through the stages that exist by default for Opportunity records in Lightning If a step has dependent fields, all dependent fields can be updated when. updating a record from a path For each stage on the Path, guidance and up to 5 fields can be displayed Enable and create a Path from path Settings When created, the path will appear as a Lightning Component to be placed on the page Paths can be created from any picklist field on the standard object Each record type can have a unique or customized Path.

Explain the use of Update Reminders

Periodic email summary sent to managers of the pipeline of direct reports managers are determined by the role hierarchy Keeps managers posted about the open opportunities owned by users that have a role directly reporting to them Users with direct reports are automatically added in the Update Reminder Setup The content of the Email reminder can include a personalized message, subject , and selected opportunity fields The frequeny of sending email updates can be customized SETUP -in Setup, find Update Reminders through the Quick Find Box -If automatically Activate Reminders of rUsers with Direct Report is not ticked, user can choose which users can schedule opportunity update reminders

Chatter Groups

Private, public, or unlisted groups can be created to allow people to collaborate

identify the use of appropriate sales productivity features for various business scenarios

Products and price Books allows products to be added to opportunities and different price lists to be defined and selected for each opportunity Email Alerts and Update Reminders make sure no deal is missed and those that need it are kept up-to-date Competitor and Similar Opportunities help find other opportunities and learn from them Team Selling allows defining users to be included on an Opportunity for collaboration and assistance Kanban view displays the opportunities in each stage of the sales process Sales Console allows sales reps to work on multiple records at the same time Macros can be used to automate repetitive tasks, such as sending an email

Describe How access to objects can be defined in Salesforce

Profiles determine access to tabs and apps. TAB SETTINGS -Default on (Object tab will be in the navigation bar) -Default off (add tab by customizing tabs) -Tab hidden (tab will not be visible for the object)

Profiles

Profiles determine what users can do in Salesforce. They come with a set of permissions which grant access to particular objects, fields, tabs, and records. Each user can have only one profile. Select profiles based on a user's job function (the Standard User profile is the best choice for most users). Don't give a user a profile with more access than the user needs to do their job. You can grant access to more items the user needs with a permission set. Profile settings determine which data the user can see, and permissions determine what the user can do with that data.

Entitlement Management

Provide the correct level of support for customers. Define, enforce, and track service agreements and service contracts as part of an overall support management process.

Quote PDF

QUOTE PDF -By a button click, users can easily generate quote pdf files -There is a 'Generate PDF' Button -The layout and fields included can be adjusted by defining a custom template -Quotes can be emailed by using the 'Email Quote' button -Generated pdf will be displayed under Quote PDFs related list and attached as a file

Quote Syncing

QUOTE SYNCING -allows users to link a quote to the opportunity that it was created from and reflect updates made between the two records -Quotes are synced with the Opportunity to update the Opportunity Products if any changes have been made to the quote (or vice versa) -Only one quote can be the 'syncing' quote, -Syncing is started by clicking the 'Start Sync' button -Does not sync custom fields (need AppEchange)

Bucket Fields:

Quickly categorize records on a report for grouping and filtering can be defined on the Number, percent, Currency, Picklist and text fields an be used for grouping, filtering and categorizing report values based on defined criteria There can be up to 5 bucket fields and 20 buckets for each field Cannot be created in joined reports

Explain the use of record and external IDs

RECORD ID FIELDS -globally unique read-only system type field assigned to every object in Salesforce -generated when the record is created Every record has its own 15-character case-sensitive unique identifier The API defaults to using 18-character case-insensitive record IDs -Field is not displayed on the record detail page EXTERNAL IDs -fields that contain a unique identifier from a system outside of Salesforce -There can be up to 25 external IDs

Audit System Use

RECORD MODIFICATION FIELDS All objects include fields to store the name of the user who created the record and who last modified the record. This provides some basic auditing information. LOGIN HISTORY You can review a list of successful and failed login attempts for the past six months. FIELD HISTORY TRACKING You can turn on auditing to automatically track changes in the values of individual fields. Although field-level auditing is available for all custom objects, only some standard objects allow it SETUP AUDIT TRAIL The Setup Audit Trail logs when modifications are made to your organization's configuration

Record Type

RECORD TYPES -allow users to define different picklist values, page layouts, and business processes on standard or custom objects for different profiles -Each object has a default record master type that is hidden -Multiple additional record types can be added -A record type is assigned one page layout per profile -Assigning a record type to a profile gives the user the ability to create records of that record type RECORD TYPE USES 1.) When one object is used for different purposes and gathers different information (internal and external cases) 2.) If a company gathers different information on leads depending on if they are interested in a product or service ASSIGNMENT -record types can be assigned to a profile or individual users through a permission sets -Assignment specifies that the user can use that record type when creating or editing a record -Users can view records assigned to any record type -Page layout assignments are specified for every record type in Profiles

Describe the use of record types and business processes for various business scenarios

RECORD TYPES -allow users to define different picklist values, page layouts, and business processes on standard or custom objects for different profiles -Each object has a default record master type that is hidden -Multiple additional record types can be added -A record type is assigned one page layout per profile -Assigning a record type to a profile gives the user the ability to create records of that record type RECORD TYPE USES 1.) When one object is used for different purposes and gathers different information (internal and external cases) 2.) If a company gathers different information on leads depending on if they are interested in a product or service BUSINESS PROCESS -Can be associated with record types to define the lifecycle of leads, cases, solutions and opportunities for different user profiles

Role Hierarchies

ROLE HIERARCHIES pen up access to those higher in the hierarchy so they inherit access to all records owned by users below them in the hierarchy. Role hierarchies don't have to match your organization chart exactly. Instead, each role in the hierarchy represents a level of data access that a user or group of users needs. For example, you can restrict access to Candidates by setting the organization-wide default to Private, but allow recruiters to view and edit the candidate records that they own. Recruiters can't see candidate records they don't own because recruiters are all at the same level in the role hierarchy. However, hiring managers can be given read/write access to all candidate records because they are at a higher level in the role hierarchy than recruiters.

roll-up summary fields

ROLL-UP SUMMARY FIELDS -used to 'roll-up' either the sum of the value of a particular field in the child object -return the min or max value, or count the number of records -roll-up summary fields are defined on the master object and available for certain relationships -creation may take 30 minutes -can be performed manually by selecting the 'Force a mass recalculation on this field'

Explain the use of roll-up summary and formula fields

ROLL-UP SUMMARY FIELDS -used to 'roll-up' either the sum of the value of a particular field in the child object -return the min or max value, or count the number of records -roll-up summary fields are defined on the master object and available for certain relationships -creation may take 30 minutes -can be performed manually by selecting the 'Force a mass recalculation on this field' FORMULA FIELDS -read-only fields that automatically calculate a value based on other fields of a formula -can be based on a simple or advanced formula -merge fields can reference fields in related objects -Cross object formulas can reference merge fields from two related objects FORMULA FIELD TYPES -checkbox -currency -data -date/time -number -text -percent

Record Types with Business Processes

Record Types can be created for all Salesforce objects. For the following objects, a business process must be created for a record type -Opportunity -Case -Lead -Solution

Primary object with related object

Records returned are only those where the primary object has at least one related object record. In our example of Opportunities with Products, the only records that would be displayed on the report would be opportunities that have at least one related product record.

Primary object with or without related object

Records returned are those where the primary object may or may not have a related object record. If we were to create a custom report type, Opportunities with or without Products, then opportunities would be displayed whether or not they have a related product record.

how to use report filters

Report data can be filtered by values by defining filter criteria on one or more fields Filter logic can be added to combine filters with 'AND, OR< and NOT conditions as well as parentheses for condition priority -A field-to-field filter can be used where rows that match a criteria which compare values of two fields are returned -numeric, Date, and Datetime fields are supported by field-to-field filters -Cross filters can be used to display records based on whether or not they have child records on a particular type -Sub-filters can be used with cross-filters to set filters on child records There can be up to 3 cross filters and 5 sub-filters for each cross filter

Describe the use of folders for sharing reports in Salesforce

Reports and dashboards are shared using Enhanced Folder Sharing. A report or dashboard can be accessed only if the user has access to the folder it is contained i Folders can be shared with users, public groups, roles, or role and subordinates Access levels on reports and dashboard folders enable users to perform the following actions VIEW -View reports and dashboards -View who has access to what EDIT -View permissions AND -save a report or dashboard -rename a report or dashboard -Delete a report or dashboard MANAGE -view/edit permissions AND -Share a report or dashboard folder -Rename a report or dashboard folder -Change a folder's sharing settings -Delete a report or dashboard folder

Exporting a report

Reports can be exported in lightning Experience in Formatted Report or Details Only Formatted Report -exports a report in .xlsk file format -visual presentation is maintained and ideal for directly publishing to report consumers Details only -Export a report i .xls or .ccs -contains data extract only and ideal for data cleanup or backup

Roles

Roles determine what users can see in Salesforce based on where they are located in the role hierarchy. Users at the top of the hierarchy can see all the data owned by users below them. Users at lower levels can't see data owned by users above them, or in other branches, unless sharing rules grant them access. Roles are optional but each user can have only one. If you have an org with many users, you may find it easier to assign roles when adding users. However, you can set up a role hierarchy and assign roles to users at any time. Roles are only available in Professional, Enterprise, Unlimited, Performance, and Developer editions of Salesforce.

Describe the main features of the Salesforce Mobile App

SALESFORCE DATA -records of standard and custom objects can be accessed by Salesforce users on the go using the Salesforce app SALESFORCE APP SETUP -Salesforce Mobile Quick Start can be accessed in Setup to complete the essential steps DATA MANGEMENT -Features such as the following are supported -lead conversion -contacts to multiple accounts -preventing duplicate records -working with account and opportunity teams NAVIGATION MENU The navigation menu can be customized and contains items related to Salesforce data and functionality OFFLINE ACCESS -Frequently accessed records can be cached and 'Offline Edit' can be enabled in Salesforce Offline PRODUCTIVITY AND COLLABORATION -Chatter feeds and features such as Salesforce Today, Notes, Events, Tasks, Emails and Quip documents can be accessed FEATURES THAT ARE NOT AVAILABLE -Account hierarchy -Merging Accounts, Contact, and leads -Managing Campaign Members -Lead History Related List

Types of App Maintenance

SALESFORCE INITIATED UPDATES Reasons 1.) Salesforce releases a new version of the Salesforce mobile app or the Lightning community app. 2.) Apple or Google makes a change to their app submission form. If this happens, Salesforce updates the Mobile Publisher form to reflect that change and then rolls out a release. YOUR UPDATES The only time you need to update your branded apps is if they require a facelift. For example, if you change your company's logo or name. Or if the design of your app icon gets a bit stale, and you decide it's time for a fresh new look.

SECURITY HEALTH CHECK

SECURITY HEALTH CHECK -helps in identifying and fixing potential vulnerabilities in key areas of the security settings A summary score is used to measure how an org measures up against a security baseline. Want a higher score 4 Categories of Security Settings for the score HIGH RISK -number of expired certificates MEDIUM RISK -minimum password length LOW RISK -password question requirement INFORMATIONAL -days until certificate expiration A grade is also provided to more easily access the org's overall security status 54% and below = Very Poor 55%-69% = Poor 70%-79% = Good 80%-89% = Very Good 90% and above = Excellent

How to reset Passwords

SELF RESET -Users can reset passwords themselves by clicking the FORGOT PASSWORD LINK on the login page SINGLE USEZR -Admins can individually reset a password by accessing a USER RECORD in setup MULTIPLE USERS -An admin can reset user passwords for multiple users on the USER PAGE in setup MOBILE -Passwords can be reset on the SalesforceA mobile app LOG IN AS ANOTHER USER -Admins can log in as any user in the Setup menu under Login ACCESS -System admins are allowed to login as any user WITHOUT HAVING TO ASK PERMISSION -Can be enabled (Setup-->Security controls-->Login Access Policies) -Each user needs to GRANT LOGIN ACCESS if 'Login as any User' is not enabled

Sharing Rules

SHARING RULES enable you to make automatic exceptions to organization-wide defaults for particular groups of users, to give them access to records they don't own or can't normally see. Sharing rules, like role hierarchies, are only used to give more users access to records—they can't be stricter than your organization-wide default settings. For example, you can allow all employees to view Positions, but use sharing rules to grant full editing access to employees in a role or group called Hiring Managers.

Single Currency VS Multi Currency

SINGLE CURRENCY -Organization wide currency is set on the Company information page, using Currency locale -Single currency is the default MULTI-CURRENCY -Adds the ability to record amounts in different currencies on records -must be enabled on the company information page -The corporate currency is defined

Lightning Console Setup and features

SPLIT VIEWS see a list of cases alongside your workspace to quickly work through incoming customer issues. RELATED RECORD AND RELATED LIST COMPONENTS -see information related to a customer to get a well-rounded picture of their issue and who they are -Jump to lists of similar cases, and work off lists to keep your cases organized. HIGHLIGHT PANEL COMPONENT Without configuring a thing, spot exactly what you need front and center to respond to customers quickly. COMPACT CASE FEED -Understand case progression and case history at a glance with a news-like feed and preconfigured pages. -Colorful icons help you distinguish between people and interactions instantly, and you can add a quick comment to help your customers or team. KNOWLEDGE COMPONENT -See suggested articles from your knowledge base to solve cases faster, search articles to find exactly what you need, and attach common solutions from similar cases. (You must enable Lightning Knowledge first.) -can allow users to easily access the rganization's knowledge base within Salesforce PRECONFIGURED UTILITY BAR -Increase productivity with tools, such as Notes to jot things down, or History to go back to recently viewed records.

Standard vs Custom Report Types

STANDARD Primary object and related objects available based on report type are fixed All standard and custom fields for each object in the report builder are included When a custom field is created, it will automatically be available in the report Fields cannot be hidden and will always be available to users Use when objects and fields available in a report type meet the report requirements -Use when building "with" reports CUSTOM -The primary object can be defined and up to 3 objects can be related to the primary object -Fields available in the report builder can be limited, reorganized, and renamed When a custom field is created, it needs to be added to the field layout to make it available in the report -Use when the report type does not meet the objects or fields required in a report -use when building "with" or "with/without" reports

Identify the capabilities and implications of the sales process for various business scenarios

Sales processes allow the definition of a custom set of sales stages that an opportunity must pass through during the lifecycle from open to closed. Forecasting, quotes, splitting revenue, team members, and orders support the sales process Sales process can be used to define a custom series of sales stages To use a custom sales process, it is assigned a record type

Identify the capabilities of Salesforce CRM Content

Salesforce Content is a complete content management Content Permissions -The Salesforce CRM Content' feature license and profile permissions can be used to grant access Library Folders -In lightning Experience, folders and subfolders can be used to structure libraries from Files Home Content Delivery -A Content Delivery can be created from a contact, lead or opportunity to share files with external parties Content Libraries -Personal and shared libraries can be used to organize content. Library permissions can be defined File Management -Various types of content, such as Powerpoint files, Google Docs, Audio, Video files can be uploaded, and the file versions can be tracked VERSION MANGEMENT -keeps track of when a file is replaced with an updated version -content can be tagged for searching -Content users can subscribe to the content to receive updates when the file is changed -Custom fields can be added to the content object to store metadata -When you click a file name on the Libraries, Content or Subscription tabs open the content details page -Content details page is the central access point to preview content and all other information about the file

Salesforce Identity

Salesforce Identity lets you give the right people the right access to the right resources at the right time. You control who can access your orgs and who can use apps running on the Salesforce Platform, on-premises, in other clouds, and on mobile devices.

Mass Transfer, Update, and Delete Records

Salesforce allows for the mass and individual transfer of Account, leads, Custom objects, approval requests, opportunity teams, update addresses, and mass deletion of records

Service for Everyone

Salesforce is committed to providing accessible products for all individuals — including your service team members working with assistive technology, such as speech recognition software and screen readers.

What happens when you approve an iOS branded app in Salesforce?

Salesforce submits the app to the App store for final review

Trust.salesforce.com

Salesforce's website to provide transparency around service availability, performance, security, privacy, and compliance. Trust status gives you a quick and easy way to see if your org performance has been affected so you can let your users know of any changes

Event

Scheduled Calendar even with a duration

Mobile & Field Service Ready

Since Service Cloud is part of the Salesforce platform, all of your business data, customized processes, and unique workflows come together in one simple place.

Chat agent skill

Skills are areas of expertise you assign to agents, so chats are routed to an agent with the right knowledge base. You can create skills for channels, products, escalation paths, and more.

Identify the considerations related to the deletion of fields

Standard fields cannot be removed Custom fields can be deleted. The data contained in the field will also be deleted Deleted custom field allocation within 15 days after deletion If a field is restored, it needs to be manually added back to the page layouts and marked as required/unique again if needed After a field is restored, field history is available again. -If a field was part of master-detail relationship, it will be restored as a lookup. It needs to be converted to master-detail - A custom field cannot be deleted if it is referenced elsewhere in the application

Standard Filter

Standard filters are applied by default to most objects. Different objects have different standard filters, but most objects include the standard filters Show Me and Date Field SHOW ME filters the object around common groupings (like "My accounts" or "All accounts") DATE -filters by a field (such as Created Date or Last Activity ) and a date range (such as "All Time" or "Last Month").

Describe the considerations related to the use of standard objects for the creation of data relationships in Salesforce

Standard objects can be customized by Adding fields or creating relationships Relationships cannot be created between two standard objects Schema builder can be used to view the data model as well as create objects, fields, and relationships quickly

Data storage

Storage is categorized into data storage and file storage Storage limits is based on org limits with additional allocated on a per user basis Records use data storage File storage includes files in attachments, Files, Content, Chatter Files, Documents tab, knowledge articles, site.com asserts

USRR PERMISSIONS FOR DASHBOARDS

Subscribe to Dashboards -Enables a user to subscribe to dashboards to schedule dashboard refreshes and send notifications by email Create and Customize Dashboards -Enables a user to create, edit, and delete dashboards in personal folders Manage Dashboards in Public Folder -Enables a user to create, edit, delete dashboards, and manage their sharing in all public folders

Summary Reports

Summary reports are similar to tabular reports, but also allow you to group rows of data, view subtotals, and create charts. Summary reports give us many more options for organizing the data, and are great for use in dashboards. Summary reports are the workhorses of reporting—most people find that most of their reports tend to be of this format Roberto Alvarez, COO of Ursa Major Solar, wants to review all open customer support cases, grouped by priority.

Tools to manage cases

Support Process Service Console Knowledge

Identify the considerations related to the use of tabs and page layouts

TABS Tabs can be standard or custom tabs When creating a custom object, a new tab must be created to be able to create records via the UI Custom tabs can be custom objects, web tabs, Visualforce tabs, or Lightning tabs Web tabs will embed a web page within a Salesforce tab PAGE LAYOUTS Page layouts control the layout and the organization of fields, buttons, links, publisher actions, report charts, visualforce and related lists Page layouts allow fields to be marked as read-only or required Sections can be used to organize fields on the page Different page layouts can be assigned to different profiles

Tabs

TABS Tabs can be standard or custom tabs When creating a custom object, a new tab must be created to be able to create records via the UI Custom tabs can be custom objects, web tabs, Visualforce tabs, or Lightning tabs

Activies

Tasks and Events Tasks -To do items that can have a due date Events -scheduled calendar events with a duration Both can be related to records or stand alone Both can be assigned to other users, and reecurring activities can be set GROUP TASKS -assign a task to up to 100 users SHARED ACTIVITES -link multiple contacts to a task or event CALENDARS -each Salesforce user has their own calendar -Users can choose to make their calendar personal or public ACTIVITY TIMELINE -Lightning Experience feature that shows next steps, including open tasks and upcoming events and past activities

Identify the features related to the conversion of lead records in Salesforce

The 'Convert' button on the lead can be used The button will create a contact from the Lead (or if a similar Contact already exists, it will allow to select an existing contact) The button will create and associate the contact with a newly created account based on the Lead company (or if a similar account already exists, it will allow to select) You can optionally create an Opportunity You can also optionally create a follow up Task CONVERTING LEADS -Custom lead fields can be mapped to custom Account, Contact, or Opportunity fields -'lead Settings' can be configured to hide the opportunity section in the Convert Lead window in Lightning Hiding the opportunity section is useful when sales reps are not required to co convert leads into opportunities It is also possible to specify whether the 'don't create an opportunity' option is selected by default in Classic and Lightning CONVERTING A LED IN LIGHTNING EXPERIENCE -the user will be prompted to create a new or choose an existing account -This feature helps with data integrity maintenance and prevents duplicates LEAD SETTINGS -component of Salesforce lead management features -where the admin can specify the defautt lead general settings

Data Import Wizard Mapping

The Data Import Wizard tries to map as many of your data fields as possible to standard Salesforce data fields. If Salesforce can't automatically map fields, however, you do it manually. Unmapped fields are not imported into Salesforce. The Map Your Field dialog box also gives you the option of saving data from unmapped fields in a general notes field for accounts and contacts.

Identify the different elements of an Opportunity Workspace in Lightning Experience

The Opportunity Workspace is a Lightning Experience only feature that provides a view of all information related to an opportunity Displays the Opportunity Sales path Displays the key fields defined foe the Opportunity Stage Tabs for creating calls Tasks, Events, Sending an Email, using Chatter, or accessing the record details page Displays Guidance defined for each stage Displays the opportunity related information Displays open tasks, or upcoming events and complete tasks and past events

Describe features of the Quip app that can be accessed from the Mobile App

The Quip App can be used to edit documents and collaborate with coworkers Quip can be connected with Salesforce, and accessed via the mobile app Quick links accessed in Salesforce Mobile App open in the Quip App Only users with access to a Quip document are able to open it in Quip Guided setup is available in Lightning Experience to integrate Salesforce and Quip

Partner and Customer Mobile Apps

The Salesforce Lightning Community is the core strategy for developing partner and customer mobile apps. It's the fastest way to build and deploy mobile apps to your partners and customers. The Salesforce Lightning Community provides partners and customers with Lightning Community templates. You can use standard or custom Lightning components to create communities with point-and-click customizations.

How to set up the Salesforce mobile App

The Salesforce Mobile Wizard is used to complete the essential steps for setting up the Salesforce mobile App Access to the Salesforce Mobile App can be controlled in the Salesforce Settings One can control who can access the app, and configure other security policies in Connected Apps INITIATING SETUP -The Salesforce Mobile App Quick Start can be accessed in Setup -The Salesforce mobile App Quickstart can be used to perform the essential steps to set up the Salesforce mobile app

Distribution Types

The branded apps can be distributed to end users either publicly or privately via different channels per platform according to Apple and Google guidelines There are two distribution types available. Both offer public and private app distribution to your end users. Apple App Distribution Guidelines -B2B/B2E apps can only be distributed via Apple private distribution (ABM). -B2C apps can be only distributed to the public App Store. Google Play Store Distribution Guidelines -B2C/B2B/B2E apps could be distributed to various distribution types based on the customer use case. SALESFORCE MANAGED DISTRIBUTION -Salesforce manages distribution of the customer branded app via our developer account either publicly or privately. CUSTOMER DELEGATED DISTRIBUTION -Your branded app is published via your developer account either publicly or privately.

Salesforce Mobile App

The core strategy for developing enterprise mobile apps is the Salesforce mobile app. It's the fastest way to build and deploy mobile apps to your employees. Out of the box, the Salesforce app provides employees with instant access to your company's CRM data and customizations. Admins can quickly extend it by using point-and-click tools to build custom apps. And developers can use the Lightning web development platform to create sophisticated mobile solutions.

Benefits of two way messaging

The cost is lower than voice calls, reducing cost per customer interaction Agents can handle multiple messages at the same time Call volume is reduced. In fact, Salesforce has seen call volumes go down by 15-30% ROI gets a boost from all the cost saving and added efficiency Customer satisfaction soars with agents delivering a personalized conversational experience—fast

Setup Audit Trail

The history shows the 20 most recent setup changes made to your org. It lists the date of the change, who made it, and what the change was. If a delegate, like an admin or customer support representative, makes a setup change on behalf of an end user, the Delegate User column shows the delegate's username. For example, if a user grants login access to an admin and the admin makes a setup change, the admin's username is listed.

Matching Rule

The matching criteria to identify duplicate records. Salesforce comes with three standard matching rules: one for business accounts; one for contacts and leads, and another for person accounts. Manage from Setup

Loop

The only way to update items in a collection is to iterate over the collection with a loop A loop tells the flow to process each item in the collection one at a time, executing the same logic on each item until the entire collection has been processed. When a loop starts, the first item in the collection variable is copied into the loop variable. After the iteration is over, the loop variable is overwritten with the next item's values. And so on, until there are no items left in the collection.

Standard profiles

The platform includes a set of standard profiles. Some examples are: Read Only Standard User Marketing User Contract Manager System Administrator Each standard profile includes a default set of permissions for all standard objects available on the platform. The System Administrator profile also includes two special permissions: (override all sharing settings) View All Data Modify All Data You can't edit the object permissions on a standard profile.

Identify the main features of a Sales Console

The sales console is a custom app that allows working on multiple related records in one dashboard interface Objects displayed and layouts are configurable INTERACTION LOG -can be used to record notes about the selected record or the record on the primary tab SUBTABS -used for selecting the type of records and to work with multiple records HIGHLIGHTS PANEL -can display up to 4 key fields HISTORY COMPONENT -shows the list of previously accessed records MACRO -available to automate steps on most standard and custom objects, including accounts, contacts, leads, and opportunities -Macro utility can be accessed in the utility bar of the Lightning Sales console -Macros work on al objects that allow quick actions and have a customizable page layout -Macro Builder can be used in Lightning Experience to create and run macros -Quick text, email Templates, and Attachments can be used in macro instructions RECORD DETAILS and FEED -

Manage Object Permissions

The simplest way to control data access is to set permissions on a particular type of object. You can control whether a group of users can create, view, edit, or delete any records of that object. A user can have one profile and many permission sets. Use profiles to grant the minimum permissions and settings that all users of a particular type need. Then use permission sets to grant more permissions as needed.

Process Builder Trigger

The trigger identifies when the process should run. For record change processes, the trigger determines which object and which of the following changes the process should pay attention to. -Only when a record is created -Anytime a record is created or edited

initial submissions action

This action ensures that other users (except for approvers and admins) can't change the record while it's pending approval. Other possible submission actions include sending an email alert, updating a field on a record, creating a task, and sending an outbound message.

Data Export Wizard

This is an in-browser wizard, accessible through the Setup menu. It allows you to export data manually once every six days (for weekly export) or 28 days (for monthly export). You can also export data automatically, at weekly or monthly intervals.

Data Import Wizard

This tool, accessible through the Setup menu, lets you import data in COMMON STANDARD OBJECTS, such as contacts, leads, accounts, as well as data in CUSTOM OBJECTS. It can import up to 50,000 records at a time. can catch duplicates option to turn off workflow It provides a simple interface to specify the configuration parameters, data sources, and the field mappings that map the field names in your import file with the field names in Salesforce. WHEN TO USE -You need to load less than 50,000 records. -The objects you need to import are supported by the wizard. -You don't need the import process to be automated. -you need to catch duplicates Standard objects -Contacts and accounts -Campaign Members -Leads -Solutions Uses -Add records -Update records -Add and update record Mapping -The Data Import Wizard tries to map as many of your data fields as possible to standard Salesforce data fields. If Salesforce can't automatically map fields, however, you do it manually. Unmapped fields are not imported into Salesforce.

Identify the permissions required for Salesforce CRM Content

To allow access and perform actions on contents, certain permissions need to be granted In Lightning Experience, users' access to Library depends on what was set by the Library Admin (Author, view,, Library Admin) In Salesforce Classic Salesforce CRM Content permissions can be created or edited from content permissions in the Setup Menu In lightning Experience, the file sharing can be set to inherit record permissions by enabling 'Set file access to Set by Record for files attached to records' from Setup-->files-->General settings In Lightning Experience, anyone with the "organize File and Content Folder" permission can create, rename and delete folders. Users can also move files and folders they have access to within a library Salesforce CRM Content is a Classic Only feature Libraries and Files can be accessed under 'Files' in Lightning In order to create a content delivery, the 'Create Content Deliveries' permission is required

Record Level Security

To control data with greater precision, you can allow particular users to view an object, but then restrict the individual object records they're allowed to see. For example, record-level access allows interviewers to see and edit their own reviews, without exposing the reviews of other interviewers. TYPES -Organization Wide Defaults -Role Hierarchies -Sharing Rules -Manual Sharing

Topics

Topics can be used to collaborate on themes and issues Topics can be used to filter records in a list view With topics, you can classify and search Knowledge articles by assigning specific topic areas. Without enabling Salesforce Knowledge, articles can't be displayed outside of your org. Topics can be selected, created, or added using #hashtags Topics can be enabled for objects and added to records ADDING TOPICS 1. Topic Lightning component 2. Chatter post hashtags Topics are not fully supported in lightning. Topics can be enabled by switching to Salesforce Classic

Case Assignment rules

Triggers -when manually adding a case -when a case is submitted via email, website, or community Activation -Only one assignment rule can be active, Rules Entries -Each rule has rule entries that are evaluated until a match is found

User License vs Feature License

USER LICENSE -define the baseline features available to a user -displayed on the company information page FEATURE LICENSE -grants access to additional features, not included in standard license =marketing, knowledge, CRM content

Password Policies

USER PASSWORD EXPIRATION Expire the passwords for all the users in your org, except for users with "Password Never Expires" permission. USER PASSWORD RESET Reset the password for specified users. LOGIN ATTEMPTS AND LOCKOUT PERIODS If a user is locked out due to too many failed login attempts, you can unlock the person's access.

Guidelines for adding users

USERNAME: Each user must have a username that is unique across all Salesforce organizations (not just yours). USERNAME FORMAT: Users must have a username in the format of an email address (that is, [email protected]), but they don't have to use a real email address. (They can use their email address if they wish as long as their email address is unique across all Salesforce orgs.) EMAIL: Users can have the same email address across organizations. PASSWORDS: Users must change their password the first time they log in. LOGIN LINK: Users can only use the login link in the sign-up email once. If a user follows the link and does not set a password, you (the admin) have to reset their password before they can log in.

Flow Builder

USES -Automate a guided visual experience. -Add more functionality for a behind-the-scenes process than is available in Process Builder. Use Flow Builder to build the more complex functionality. Then call the resulting flow from the process. -Start a behind-the-scenes business process when a user clicks something, like a button.

Apex

Use Apex when you need more functionality than is available in Process Builder or Flow Builder. Build the more complex functionality as invocable Apex methods. Then call the resulting Apex as an Apex action in the process or as an Apex action element in the flow

Lightning Community Builder

Use Lightning Templates to create communities by dragging and dropping

Chart

Use a chart when you want to show data graphically. You can choose from various chart types.

Gauge

Use a gauge when you have a single value that you want to show within a range of custom values

Metic

Use a metric when you have one key value to display.

Table

Use a table to show a set of report data in column form.

Reduction orders

Used to record cancelations, returns or a reduction in order quantity An order can have multiple reduction orders applied A reduction order can only be applied to one order

Email Alerts

Used to send notifications when an opportunity of a certain value reaches a trigger probability and trigger amount The recipient email address and Opportunity owner can be specified The email alert will use a format defined by the page layout assigned to the selected user The Alert will send again if the probability drops below the trigger and reaches it again

Describe how leads records can be checked for duplicates

Users can detect when a duplicate exists for a Lead record Leads can be checked for duplicates with the Potential Duplicates lightning component Any possible duplicates are displayes and up to 3 leads can be merged to merge, the user must be the Lead Owner, Lead Owner Manager or System Admin

Identify different ways of confirming the identity of users through a second form of authentication

Using an identity confirmation method acts as a second form of user authentication

Benefits of Reports and Dashboards

VISIBILITY INTO DATA reports and dashboards give you easy access to key data insights, which helps managers make better decisions. TIME SAVING -you don't have time to manually dig through all your many objects, records, and fields to pull together answers to your manager's questions. -Reports give you a quick way to answer both simple or complex questions. FLEXIBILITY -with reports and dashboards you can pull data from all your standard and custom objects and fields. -You have many powerful options for tailoring reports and dashboards to the specific needs of your end users.

After your beta tester installs the beta version of the app, what can they test?

Visual appearance of the app

Freezing Users

WHEN TO FREEZE -When steps to deactivate a user are incomplete IMMEDIATE ACTION -Immediately prevents users from logging in and having access FREEZE FROM MOBILE APP FREEZE AND ACOUNT -Go to user record and click the "freeze" button

Identify the main capabilities available for Web-to-Lead

Web-to-lead is used to save lead details from a company website to a Salesforce organization Limited to 500 new leads per day Salesforce will generate the HTML code that can be added to a website Standard can custom fields can be included Leads saved from Web-to-Lead will trigger Auto-Response and Assignment Rules If a lead foes not match a lead assignment rule criteria, it will be assigned to a default Lead Owner specified in Lead Settings To track specific information, make sure that the field has been added to the Web-to-Lead Form USE OF reCAPTCHA VERIFICATION -it is possible to require reCAPTCHA Verification to reduce spam and reject leads without verification The HTML code of the Web-to-Lead Form can be added to the company website

Duplicate Rule

When Salesforce engages matching rules and determines actions to take as it encounters duplicates. Depending on how you configure Duplicate Management, sales reps see an alert that they're about to create a duplicate. Or your reps are blocked from creating the duplicate altogether. Manage from Setup If your company started using Salesforce in Spring '15 or later, we give you standard duplicate rules for business accounts, contacts, leads, and person accounts. If your company started using Salesforce in Winter '15 or earlier, like Maria, you create the rules on your own, which is easy.

Automatic Workflows

When a case arrives, its information is automatically assessed and routed to the right people to match any custom workflows set up for your team. Notifications keep your service team on track before they miss any key times, required responses, or service agreements.

Process Builder Action

When a criteria node evaluates to true, the process executes the associated actions or waits to execute them at a scheduled time. Each immediate action is executed as soon as the criteria evaluates to true. Each scheduled action is executed at the specified time, such as 10 days before the record's close date or 2 days from now. At the specified time, Salesforce makes sure that the associated criteria node still evaluates to true. If so, the scheduled action is executed. You can schedule actions based on either: WHAT YOU CAN DO -Create records. -Update the record that started the process or any related record. -Submit that record for approval. -Update one or more related records. -Send emails using a specified email template. -Post to a Chatter feed.

Identify the considerations for following records and users

When users follow a record or another user, any Chatter activity related to that record or user appears in the feed If following a record and feed tracking is on, users will be alerted to any field changes =Notifications of posts can be adjusted in My Settings to send emails for each post, a daily or weekly recap, no emails -uisers can turn on settings to automatically follow any records they create -Depending on how many users are in the org, users will follow their managers and certain other followers automatically A follow button can be found at the top of the page of every available record

Channels & Digital Engagement

Whether the case arrived by email, phone call, web chat, social media, or text message, a support agent can quickly respond to it from the console. Agents can track any useful information and engage with customers on their favorite channels, devices, or apps to provide a great service experience.

Process Builder Criteria

While a process gets one trigger, you can add as many criteria nodes as your heart desires. Each criteria node controls whether or not the process executes the associated actions. If the record doesn't meet the criteria, the process skips those actions and moves on to the next criteria node in the process. In each criteria node, you can: -Set filter conditions. -Enter a custom formula. Like in validation rules, the formula must resolve to true or false. -Opt out of criteria and always execute the associated actions

When is a custom report type needed

With custom report types, it is possible to select which of the RELATED RECORDS will show on the report, as well as which FIELDS will be available in the report

When the beta version of your Android app is available, who receives the notification email?

You and the person you designated as your organization's internal beta tester

Community Cloud

You can create a single, branded community or portal that your customers can access to find what they need on any mobile device, anywhere they go. agents can use the community as a resource to source answers for customers who prefer to contact them directly. Now, your customers and agents can go straight to your community anytime to: 1. Share experiences and expertise with other customers. (Remember, happy customers are some of your most enthusiastic brand ambassadors.) 2. Access their data such as accounts, service tickets, and bills for easy account updates. 3. Find information about your company and products in one place. a community built using the Community Cloud provides a window into your Salesforce world.

Case Queue

a location where case records can be routed to await processing by a support agent; takes into consideration type of support requested, product family, customer, and service level agreement Users,Roles, or public groups can be assigned as members of a queue A list view is automatically created for each queue

Lightning Report Builder

a visual editor for reports The report builder screen lets you work with report fields and filters, and shows you a preview of your report with just some of the data. FIELDS PANE displays fields from the selected report type, organized by folder. Find the fields you want using the Quick Find box and field type filters, then drag them into the Outline pane or double click them to add them to your report. OUTLINE PANE makes adding, removing and arranging columns a breeze with a simple drag and drop feature You can also add Bucket Columns and Summary Formula Columns in the Outline pane. FILTERS PANE allows you to set the view, time frame, and custom filters to limit the data shown in a report. PREVIEW offers a dynamic preview that makes it easy for you to customize your report Add, reorder, and remove columns, summary fields, formulas, groupings, and blocks. he preview shows only a limited number of records. Run the report to see all your results.

On Demand Email to Case

a) Sends emails outside your network's firewalls b) Email attachment size < 10MB c) Limits on email-to-case volume d) Case comment email notifications are not customization

Row level formula

adds a row-level formula column to your report that makes calculations on every report row Support: -Summary fields =Picklist fields -Report Charts -Formatted report Export -Report Subscriptions -Conditional formating

Field Service

all your call center agents, dispatchers, and mobile employees can work together on the same platform It gives mobile employees the power to tap into job information, deliver updates, and quickly collaborate on the go, even offline. SCHEDULING -Get the right field agents where they need to be, when they need to be there. -The smart scheduling feature in Field Service automatically optimizes scheduling, so that you can get the most out of every mobile worker's day, and get them where they need to be on time. With skills-based routing, your agents are assigned tasks based on their particular skill set. And when they're already on the move, dispatchers can view all scheduled appointments, see alerts for issues, and track where agents are. WORK ORDERS The service agent has a full view of the customer and their needs. This means they can create work orders that are mobile, connected, and fully integrated in other areas of the business and CRM, including accounts, contacts, assets, cases, entitlements, and service contracts. CONNECT -Create a virtual contact center in the field -Bring the information and power of your contact center directly to your mobile workforce right in the Field Service app, so workers can instantly view vital customer information, deliver updates, access knowledge articles, and collaborate with product experts on the go. INFORMATION CAPTURE -Get the job done on-site, even without cell phone connection. -Field service is built to be offline -can instantly access information, and even make updates offline. -As soon as their phone connects with a signal, the data is instantly uploaded to the Salesforce platform.

Report Charts

allow you to place a single chart right at the top of your report, so that when you view the report, you can see the chart and the report results in one view

Service Cloud

allows agents and admins to deliver mobile conversational service on one platform (Lightning Console) Consolidates customer case details, and performance data Create a One-Stop Customer Experience: You can integrate business processes, including account balances and preferences, from Salesforce or other third-party systems so customers can find what they need without leaving the community. Give Customers Access to More Knowledge: It takes just a few clicks in the Lightning Community Builder to take previously internal how-to guides and articles and push them to your customer community. Now, customers have access to all your support resources at their fingertips. Provide Support the Way Customers Want It: Whether it's posing a question in a community forum, starting a live chat, or formally logging a case with support, Service Cloud offers a full suite of service options that you can make available through your customer community. Bonus Tip: All service cases filed in the community will show up in Salesforce, so you can easily track them and collect reports. Deliver Smarter FAQs: Rather than generic FAQs, Service Cloud makes it possible to surface the right article the first time. How? Salesforce Einstein uses the customer's activity on the community to determine the most relevant discussions and articles to show them.

Campaign Influence

allows marketers to measure and report on multiple campaigns that have influenced a single opportunity' tracked in the Campaign Influence related list Multiple campaigns can be added, but only one can be marked as the primary campaign source The opportunity value from the primary campaign will be added to the campaign statistics Campaigns can be added automatically PRIMARY CAMPAIGN SOURCE -designated primary campaign source will appear in the Campaign iInfluence related list. Customizable Campaign Influence -Needs to enabled -New Related list "Campaign influence" is added to opportunity page layout -Campaign Influence records can either be manually added or automatically added via triggers and workflow -If Campaign influence records should not be manually added, the model can be 'locked'

Enable Collapsible Sections

allows users to expand and contract sections on a page layout. Salesforce remembers the settings for eah user

Flow

an application that automates a business process by collecting data and doing something in your Salesforce org or an external system USES -look up records -create records -delete records -update records -Create Chatter posts -Submit records for approval -Send emails

Approval Steps

assign approval requests to various users and define the chain of approval for a particular approval process.

Approval Process

automates how Salesforce records are approved in your org

Knowledge Setup Flow

automatically enable Knowledge, assign licenses to article authors, set up data groups and categories

shared activities

can be enabled Up to 50 contacts, including a designated primary user contact, can be related to a shared task or event

Public Group

collection of individual users, other groups, individual roles or territories, and/or roles or territories with their subordinates that all have a function in common. For example, users with the Recruiter profile as well as users in the SW Dev Manager role both review job applications. Create a public group if you want to define a sharing rule that encompasses more than one or two groups or roles, or any individual.

Permission Set

collection of settings and permissions that gives users access to various Salesforce features, including two-factor authentication. Typically, you create a permission set for a group of users. TWO MAIN PURPOSES -Grant access to custom objects or apps. -Grant permissions to specific fields.

Managed package

container that includes the components of a Salesforce application, and it's a mechanism for installing apps in Salesforce orgs. After you have a draft of the iOS and Android versions of your Mobile Publisher apps, Salesforce creates managed packages for you. The managed package includes components that help your app run properly.

Case

customizable record in Salesforce that tracks and describes a customer issue, complaint, requests All unifying information about a customer is stored on a case, including account, contact, product, and history data so that anyone on your service team can jump in to help.

Record type

determine the business processes, picklist values, and page layouts that are available to you when creating records.

Report Type

determines which fields and records are available for use when creating a report. This is based on the relationships between a primary object and its related objects. ('Contacts & Accounts' report type) Reports display only records that meet the criteria defined in the report type. Out of the box, Salesforce provides a set of predefined standard report types. Don't see all the fields you want? You might need to create a custom report type. Primary object with related object Primary Object with or without related objects FILTER TYPES -Standard Filter -Field Filter -Field Logic -Cross Filter

Lightning Console

drag and drop interface with a suite of productivity tools gives a 360 degree view of the customer open many tabs to jump from case to case Can imbed lightning knowledge into the console

Service Cloud Messaging

empowers companies to engage with customers through the messaging apps they love-all powered by service cloud brings service to customers right where they want it most: on their mobile device using any message app can do it through the existing customer care 1-800 line. the agent never has to leave the agent desktop, so these interactions never leave the Salesforce environment. With Service Cloud Messaging you can: 1. Move from transactions to conversations and even speak emoji. 2. Use service chatbots for data gathering and simple FAQs, letting agents focus on more complex issues. 3. Reduce call volume, operational costs, and boost customer satisfaction.

Mobile Publisher

fully branded version of your Salesforce app or mobile Lightning Community implementation. Your app icon, your name, your colors, and—most important—your very own listing in Google Play and the Apple App Store. With Mobile Publisher, your company is now a full-blown mobile development agency, and you can put a custom branded app into the hands of every single employee, partner or customer

Customer Communities

give customers an easy way to interact with a company whenever and wherever they are. They can search for articles, ask questions, and get crowd-sourced answers

Summary Formulas

great way to calculate additional totals based on the numerical values in your report. you can add up to five summary formulas to summary and matrix reports to create calculated summaries of your numerical fields.

Service Console

help desk that lets anyone on your service team (or anyone at your company) see a personalized view of each customer and their case Unified user interface for support agents that allows them to access multiple records and tools on a single screen Tab/Sub-Tab -uses a tab based workspace app to allow managing multiple records on a single screen UI Independent (Lightning or Classic) Reduces the time spent clicking and scrolling

Dependent Picklist

helps users enter accurate and consistent data. A dependent picklist is a custom or multi-select picklist for which the valid values depend on the value of another field, called the controlling field. Controlling fields can be any picklist (with at least one and fewer than 300 values) or checkbox field on the same record.

External ID

identifier for a record from another system that is added to a Salesforce object Can be used for matching when importing or updating data can be set as case sensitive or case insensitive

Resetting Passwords

it is possible to change the password of specific passwords or all users Passwords are reset on the 'Users' page in Setup The user receives an email that contains a link and instructions to reset the password Resetting a locked-out user's password automatically unlocks the user's account

Report

list of records that meet the criteria you define To get the data you need, you can: -filter, -group, -do math on records. -display them graphically in a chart FOLDERS -every report is stored in a folder -Report folders determined how records are accessed, and who can access them to view edit or manage -folders can be public, hidden, or shared FOLDER ACCESS -roles -permissions -public groups -territories -license types A folder can be made available to the entire organization or made private, so only the owner has access

AppExchange

marketplace for all things Salesforce, including apps, Lightning components, Flow solutions, and more SOLUTIONS something that plugs into Salesforce and extends its core functionality. For example, an app that integrates an external survey tool with Service Cloud CONSULTANTS Salesforce professionals who specialize in building custom solutions for specific clouds or industries. For example, a consultant can work with an equipment manufacturer to develop a set of apps for assembly technicians. COLLECTIONS -Collections are groups of listings curated by AppExchange experts, and they're a handy way of zeroing in on top solutions in a particular area.

Describe the main features of SalesforceA

mobile app that gives admins the flexibility to do routine user management on their mobile device available on Apple and Android devices FUNCTIONS -freeze, deactivate, and reactivate users -reassign user license -reset passwords -view current system status -Create users and assign permission sets (IOS only) OVERVIEW -the overview screen shows the number of frozen users and locked out users, trust status, and recently viewed users

Identify the main features related to the use of Opportunity Splits

opportunity splits allow opportunity revenue or other Opportunity currency fields to be split among the opportunity team members Need to be enabled REVENUE SPLITS -Used to split the Opportunity amount field -percentage needs to add up to 100% -Will be used in revenue based forecasts -allow Sales Teams to track opportunities and share opportunity revenue with team members OVERLAY SPLITS -based on the amount field -Percentage does not need to add up to 100% (can be higher or lower) Splits can be configured from the the Setup menu under Opportunity Settings RELATED LIST -Opportunity splits can be added and edited from its own related list under opportunity CUSTOM SPLITS -can be created to better fit the business operation requirements -up to 3 custom split types can be defined (in addition to Revenue and Overlay) -Splits can be defined on most opportunity currency fields (including custom currency fields and roll-up summary fields) but not formula currency fields -Can be configured to be required to total 100% or not

Case Management

organizing customer cases into one place and making sure they go to the right person, for the right answer, by the right time. Service cloud does that with automation tools QUEUES Automatically prioritize your support team's workload by creating lists from which specific agents can jump in to solve certain types of cases. Gives a list view ASSIGNMENT RULES Automatically assign incoming cases to specific agents so that the right people work on the right cases. -assign cases to one person, groups, or queues ESCALATION RULES Automatically escalate cases to the right people when the cases aren't solved by a certain time. AUTO-RESPONSE RULES Automatically send personalized email responses to customers based on each case's details.

Process Builder

point-and-click tool that lets you easily automate if/then business processes and see a graphical representation of your process as you build. Use Process Builder when you need to start a behind-the-scenes business process automatically. Processes can start when: -A record is created -A record is updated -A platform event occurs COMPONENTS -Trigger -Criteria -Action USES -Invoke an Apex class (complex calculations/coding) -Create a new record -Invoke email alerts Invoke a flow (that is already defined) -select an invocable Process Builder process -Invoke a quick action -Invoke standard Quip actions (send messages in chat) -Send custom notifications -Send Survey invitation -submit for approval -Update records -Post to Chatter

Lightning App Builder

point-and-click tool that makes it easy to create custom pages for the Salesforce mobile app and Lightning Experience, giving your users what they need all in one place. hen you edit a Lightning app from the App Manager in Setup, you're brought into the Lightning App Builder to manage the app's settings. You can update the app's branding, navigation, options, and manage the Lightning pages assigned to that app all in the Lightning App Builder. WHAT YOU CAN BUILD -Single-page apps that drill down into standard pages -Dashboard-style apps, such as apps to track top sales prospects or key leads for the quarter -"Point" apps to solve a particular task, such as an expense app for users to enter expenses and monitor expenses they've submitted -Custom record pages for your objects, tailored to the needs of your users -Custom Home pages containing the components and features that your users use most LIGHTNING PAGE -custom layout that lets you design pages for use in the Salesforce mobile app or Lightning Experience. -A Lightning page is composed of regions that contain components. LIGHTNING COMPONENTS -A Lightning component is a compact, configurable, and reusable element that you can add to a Lightning page in the Lightning App Builder.

Describe the use of posts in Chatter

posts are updates or comments made on a particular record or within a group POST ATTACHMENTS -Files and Links can be associated with Posts BOOKMARKED POSTS -Any number of posts can be bookmarked and found again quickly in the bookmark feed in the left sidebar ACCESSIBILITY -Only people with access to a particular record or group can see posts THREAD -list of posts together POSTING A FILE -If a file is posted on a record chatter feed, it is automatically added to the Notes and Attachments related list DRAFTS All unpublished feed items are saved as drafts PINNED Posts can be pinned to increase the visibility of critical information LINKING A RECORD Users can link relevant records by entering a forward slash/ and typing the record name LIGHTNING PLATFORM -limited Chatter functionality -Reports, Dashboards, Knowledge, Salesforce app, Roles, advanced sharing are available -Acess to standard Chatter people, profiles, groups, and file pages -can also interact with objrts such as Accounts, COntacts, Cases and Assets

Support Process

process that defines the stages different cases may go through in their lifecycle life cycle stages are determined though picklist values in the status field of a case record page

Chat agent setup flow

quick way to get up and running with live web chat. When you complete the flow, you're ready to start chatting with your customers.

two-factor authentication

requires the user to provide two means of authentication, what the user knows (password) and what the user has (security token) As an admin, you can require it every time your users log in. Or you can require it only in some circumstances, such as when users log in from an unrecognized device or try to access a high-risk application. WHEN CAN USERS BE PROMPTED FOR 2FA -Every time they log in to Salesforce, including API logins. -When they access a connected app, dashboard, or report. This process is known as step-up or high-assurance authentication. -During a custom login flow or within a custom app, for example, before reading a license agreement. More on this topic later in the trail.

service analytics

secure, trusted, scalable, and, mobile platform that gives your entire team immediate access to powerful data insights with point-and-click ease. With prebuilt formulas that draw from your service and sales data, Service Analytics visually assembles the information into easy-to-read dashboards. With Service Analytics, managers and service agents have all the right information they need at the right time to help shape a positive customer experience. With prebuilt datasets and dashboards, you can easily track team performance, observe channel performance, and optimize contact center scheduling. agents can access key insights from customer profiles, case histories, and helpful answers to common questions in a snap—from any device within the Salesforce apps they already use. one-stop shop for easy insights.

Service Cloud Embedded Service for Mobile Apps

set of tools that help you inject Service Cloud platform features into your existing iOS (iPhone, iPad) and Android apps part of a software development kit (SDK) that is powered by the Service Cloud platform. You can use Embedded Service for Mobile Apps to add features like Knowledge and Live Agent (chat) to your mobile app. customers never have to leave your app to find the answers they need. KNOWLEDGE BASE -The Service Cloud Embedded Service for Mobile Apps let you connect your existing knowledge base to your mobile app. -Point to particular categories of knowledge, so customers can find what they are looking for CASE MANAGEMENT -Give customers the option to create a case right in your mobile app that is routed directly to your customer service agents who are using Service Cloud Console. -you have the flexibility to include an authentication feature to get additional details about the customer trying to reach your contact center REAL-TIME SUPPORT -You can add Chat to offer your customers real-time, conversations with support agents. Make chat available in your apps, portals online, or even use bots to answer basic customer questions.

Tabular Reports

simplest and fastest way to look at your data Similar to a spreadsheet, they consist simply of an ordered set of fields in columns, with each matching record listed in a row. They're often best used for tasks like generating a mailing list.

Salesforce Lightning Knowledge.

stores information in one place so that agents and customers alike can access it (depending on permissions Integrated with Salesforce Tools in Knowledge Pane 1. Search for articles -Type here to find articles in your knowledge base. -When you start typing in the search field, a menu pops up. -Use it to view recent searches or create an advanced search with filters such as language or publication status. 2. Create an article If an answer isn't in your knowledge base, create an article to add it. 3. Sort your search results -Click to sort your results alphabetically from A to Z or by publication date. -Suggested articles are already sorted by relevance. 4. View details about each article -See the article's title, summary, and properties. 5. Work with the article -Click this menu to interact with the article. -Depending on the article's permissions, you can do a lot. You can edit, publish, archive, attach, detach, follow, or insert the article into an email.

Group Task

task that can be assigned to up to 100 users, which creates a separate copy for each user

Lightning Flow

the product that encompasses building, managing, and running flows and processes.

Task

to do item with an optional due date Easily relate every task to records for leads, contacts, campaigns, contracts, and other information that you need. Salesforce gives you different tools to maximize productivity—quick ways to create and update tasks, prefiltered task lists, and task notification options.

Adding Multiple Users

up to 10 users can be added at one tine Add Multiple Users button is available from Manage Users screen All users will have the same license assigned Individual user records will need to be edited after creation to choose further details

Chatter Posts

updates or comments made on a particular record or within the group Files and Links can be associated with Posts Any number of posts can be bookmarked

Cleaning data before using data import wizard

updating the data to remove duplicates, delete unnecessary information, correct spelling and other errors, enforce naming conventions. Salesforce recommends you import using a small test file first to make sure you've prepared your source data correctly.

Email-to-case

use Web-to-Case to create a form of case fields that customers fill out and submit to support agents from a website Web-to-Case can help Ursa Major Solar collect up to 5,000 new cases a day (1) decide which case fields display on the form; (2) generate the HTML for the form; (3) send the HTML to a web developer who puts the form on a website. Here's how Maria sets it up. a) Behind firewall b) Attachments > 10 MB c) Can have multiple emails (and should, when using email-to-case and on-demand email-to-case together). d) Requires download and install of Email-to-case agent Can use reCAPTCHA to block spam

Joined Report

used for analyzing Salesforce data across multiple report types or getting simultaneous views of an object Joined reports can have 5 blocks, and each block shows data from one standard or custom report type Each block returns up to 2,000 records Report types can only be joined if they have common fields

Account team (Lightning and Classic)

used to simplify access for a sales team to an account Each team member has a role and its aess to the account is specified Available roles for aount team mebers can be edited from setup in addition to internal users partner users can be included in account teams Default Account team and team members can be directly added from the Account team related list under Account record Enable/Disable As partner button must be added to the page layout ENABLE A CONTACT AS A PARTNER USER -The related Account must first be enabled as partner Account -The Enable Partner User button must be added to the page layout

Social Sign-On

users log in to a Salesforce org with their username and password from an external authentication provider, like Facebook, Twitter, LinkedIn, or Google.

Dashboard

visual display of key metrics and trends for records in your org For each dashboard component, there is a single source report You can use the same report in multiple dashboard components on a single dashboard Dashboard are stored in folders, if you have access to a folder you can view its dashboards (need access to underlying reports to see dashboard components) RUNNING USER -each dashboard has a running user -running user's security settings determine which data to display in a dashboard DYNAMIC DASHBOARDS -dashboards for which the running user is always the logged-in user. -each user sees the dashboard according to his or her own access level. COMPONENT TYPE -Gauge -Chart -Metric -Table -Displays data from custom source reports -Has a running user to determine what data is visible -Displays data as of the last time the dashboard was refreshed -Can be scheduled to be refreshed and emailed automatically