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SF ADM 201 > ADM 201 > Flashcards

ADM 201 Flashcards

1
Q

Salesforce for Outlook Capabilities

A
  • automatically syncs contacts, events, and tasks between salesforce and outlook;
  • can manually add outlook emails to contacts, opportunities, accounts and leads;
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2
Q

Cloud Scheduler Capabilities

A
  • used to request a meeting with a contact, lead or person account or other SF user;
  • creates a unique web page with proposed times for meeting - when they visit page, they select a time and reply;
  • shows up in calendar and open activities related list;
  • permissions needed: edit events AND send email;
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3
Q

Data Management Capap\bilities

A
  • can import data from ACT!, Outlook, CSV;
  • Using import wizard:
    • use record IDs to match to SF data;
    • up to 50,000 records;
    • custom objects, leads, accounts, contacts, solutions;
    • avoids duplicate entries;
    • runs validation rules before import;
    • CANNOT load assets, cases, campaigns, contracts, docs, opportunites or products;
  • Using data loader:
    • 5,000 to 5 mil records;
    • drag and drop field mapping;
    • support for all objects;
    • use for backup export;
    • records that fail are not imported;
    • runs validation rules before import;
  • some fields cannot be updated: account ID, owner, name, site, parent account name, parent site; contact name and salutation.
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4
Q

Data Loader vs. Import Wizard

A

Use Data Loader when:

  • You need to load 50,000 to 5,000,000 records. Data Loader is supported for loads of up to 5 million records. If you need to load more than 5 million records, we recommend you work with a salesforce.com partner or visit the App Exchange for a suitable partner product.
  • You need to load into an object that is not yet supported by the import wizards.
  • You want to schedule regular data loads, such as nightly imports.
  • You want to export your data for backup purposes.

Use the import wizards when:

  • You are loading less than 50,000 records.
  • The object you need to import is supported by import wizards. To see what import wizards are available and thus what objects they support, from Setup, click Data Management.
  • You want to prevent duplicates by uploading records according to account name and site, contact email address, or lead email address.
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5
Q

Process Visualizer

A
  • displays a flowchart of each saved approval process;
  • reinforces policy and buy-in;
  • you can print an annotated version with steps, designated approvers, trigger criteria and approval actions;
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6
Q

Price book

A
  • products and associated prices (list, retail, etc.);
  • products are items sold on opportunities and quotes;
  • each product can exist in many price books with different prices;
  • product + price = price book entry;
  • standard price book is generated to create a master list of all products;
  • product shcedules are based on quantity or revenue;
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7
Q

Standard notable limits

A
  • custom picklist - 1000
  • multi select picklist - 150
  • report builder -
    • max 60 object references
    • 20 rows max for summary
    • 50 rows for tab
    • display max 2000 rows
    • timeout - 10 min
  • dashboard
    • 20 components
    • 50 filter options
  • campaign, lead, contact
    • 50,00 per report or file
    • 250 list view
  • file size limits
    • files, chatter, SF CRM = 2GB
    • SK knowledge, documents, attachments = 5GB
    • email or google attach=10MB
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8
Q

SANDBOX

A
  • Configure and test changes in a sandbox (setup->data management->sandbox)
  • 3 types (full, config-only, developer)
  • Must have a sandbox license
  • Org IDs differ between production and sandbox on copy
  • Object IDs are same between production and full sandbox on copy
  • Copy process does NOT copy contacts to developer and config only sandbox
  • Email addresses are modified in a sandbox so test emails do not get generated.
  • A new sandbox can be configured to prevent all outbound emails or just allow system emails.
  • Chatter data, audit trail, archived activities, password history is not copied by default in a sandbox.
  • Login to test.salesforce.com with a modified username to run a sandbox. The sandbox username is username.<sandbox> and password is same as production.</sandbox>
  • Sandboxes are used as part of a change management process so that changes can be tested without compromising data.
  • Sandboxes are updated with new features a few weeks before each SF release
  • When a sandbox is created or refreshed, the meta data is copied from production environment to sandbox.
  • Number and type of sandbox depends on SF edition. You can purchase additional sandbox licenses.
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9
Q

DEPLOYMENT TOOLS

A
  • Change sets: used to migrate changes between organizations/sandboxes
  • Force.com IDE : development environment with source code management to manage and migrate changes.
  • Force.com migration tool: uses Apache Ant script instead of IDE.
  • Unmanaged packages: components uploaded to AppExchange and deployed to multiple production orgs. Cannot be used to update existing components and apps. Changes made in one org will not be propagated to another org. CANNOT BE UPGRADED, counts against limits
  • Managed packages: CAN BE UPGRADED, does not count against limits
  • Change sets is a way to add components, require special systems permissions,.
  • Approval process, assignment rules and escalation rules are not supported in change sets.
  • Can be rolled back if the change set deployment doesn’t complete. It uploads and then seploys separately once you validate.
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10
Q

TROUBLESHOOTING RECORD ACCESS AND FIELD ACTIVITY

A
  • Owd->Role hierarchy->sharing rules->teams
  • When opening up access using role hierarchy, sharing rules, teams and manual sharing: MOST PERMISSIVE WINS
  • When object permissions provide a different level of access than sharing model: MOST RESTRICTIVE WINS
  • View all and Modify all permissions provide access to records on a given object regardless of sharing model.[As do View all data & Modify all data for systems permissions]
  • Systems permissions give ultimate power in SF
  • Restricting access using OWD [private, public R/W, public Read Only]
  • Opening up access vertically [role hierarchy]
  • Opening up access laterally [sharing rules]
  • Opening up access more flexibility [teams and manual sharing]
  • Forecast hierarchy[rollup] is automatically generated based on role hierarchy
  • Know about access to folders(dashboards, email, reports, documents), cannot read my notes on that. Something about role hierarchy above may not be able to see your email folders. Check on this one.
  • Roles appear as links at top of opportunity and forecast reports to allow drill down through hierarchy
  • Changing record owner affects sharing rules, teams, manual sharing.
  • Changing role of record owner causes sharing rules to be re-calculated, no affect on teams or manual sharing rules.
  • Controlled by parent field determined by users access to parent account
  • Best practices:
    • Use permission sets for one off permissions
    • Define role hierarchy
    • Always assign user to a role
    • Use public groups and criteria based sharing to reduce sharing rules
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11
Q

TERRITORY MANAGEMENT

A
  • Lets users access accounts based on characteristics like product line, business unit or geography.
  • Assign users and accounts to territory
  • If only one territory is common to account and opportunity owner then SF automatically assigns opportunity to the territory in common
  • If multiple territories common to both account and opportunity owner then you have to manually assign territory to opportunity.
  • Record access to accounts, contacts, cases and opportunities are simultaneously controlled by:
    • Record ownership
    • OWD
    • Role hierarchy
    • Sharing rules
    • Teams
    • Manual sharing
    • Territory hierarchy
  • Territory hierarchy
    • Users can be a part of multiple territories
    • Accounts can belong to multiple territories
    • Accounts accessible by all users assigned to territories assigned and above in hierarchy
    • User has forecast for each territory in which they work with active opportunities
  • Once territory management is enabled, it cannot be disabled.
  • Forecasts derived from territory hierarchy
    • Custom forecast must be enabled
    • Forecast data is derived from opportunities in users territory
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12
Q

SECURING FIELD DATA

A
  • Field encryption - can encrypt a text field. Value is only visible to users with “view encrypted data” permissions
  • Encrypted data can be included in reports
  • Use validation rules, field level security or page layout to prevent users from editing encrypted fields.
  • Steps to encrypt value:
    • Export data using data loader (with record id and encrypted field)
    • Create encrypted field
    • Set permissions (view encrypted data)
    • Import data into encrypted field using data loader (map to the new field)
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13
Q

FIELD VISIBILITY

A
  • Manage field visibility with record type, page layout, business process.
  • Page layouts restrict acces to a field on record detail and edit pages only. Users can still access field in related lists, search results, reports and list views.
  • Field level security restricts access to field on record detail and edit pages only, related lists, search results, reports and list views.
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14
Q

EXTEND SF WITH CUSTOM APPS AND OBJECTS

A
  • Custom app appears in force.com menu and controls how tabs appear.
    • Grouping of tabs to give users access to specific objects, records and features they need.
    • (setup->create->app->new)
    • Custom app wizard creates app details, logo, choose tabs, assign app to profiles
  • Custom tab (setup-> create -> tabs)
  • Custom object
    • Each custom tab corresponds to a custom object
    • Crafted to capture additional data based on business requirements
    • Setup->create->objects->new custom object
    • Create object, setup fields, create custom tab, set access & security
    • Need corresponding tab so that it will show up in search and list views, otherwise only accessible from a related list on a parent record.
    • Use relationship field on a custom object to relate it to another object
    • When reporting is enabled, SF creates a new report type to build reports on it.
  • Schema Builder views relationships between objects and identifies required fields (setup-> schema builder)
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15
Q

OBJECT RELATIONSHIPS

A
  • MASTER-DETAIL:
    • Strong relationship
    • Master controls detail
    • Delete master deletes detail (child)
    • Detail inherits sharing settings from master
    • Any user with permissions on master can do things with detail
    • Must create master before detail (child)
    • Only custom objects can be re-parented
    • Master object is primary object
  • LOOKUP:
    • Loose relationship
    • Parent records do not control child
    • Sharing settings independent
    • Child object is primary object
  • Primary object determines filtering
  • Roll up summary field for master object in master-detail relationship to summarize numerical data on detail records and display on master
  • Can create a cross object formula on a detail object to reference or display data from parent or parents parent.
  • Junction object is a master detail with 2 objects, first master is controller
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16
Q

DELEGATED ADMINISTRATION

A
  • Assigns limited admin rights to non admins
    • Manage users
    • Manage custom objects
  • Setup->security controls->delegated admin
  • Delegated groups
    • Delegated admins
    • User admin
    • Assignable profiles
    • Custom object admin
17
Q

USING APPS FROM APPEXCHANGE

A
  • Online marketplace where SF customers can share and install apps and partners can publish apps
  • Found on force.com menu
  • Check pricing
  • Try a read only temp version before purchase
18
Q

EXTENDING ANALYTICS

  • Best practices:
    • Adopt a consistent naming convention
    • Avoid changing report type from a with to a with/without…changes results and may invalidate filters
    • Build reports that address a wide variety of needs
A
  • Custom report types:
    • Report types are predetermined combinations of related objects and their fields that are used as starting points when building new custom reports
    • Custom report types allow changes to sections, fields, add fields by lookup, select which fields in which columns by default.
    • Setup->create->report type
    • Primary object determines what related objects can be included and which object appears in show filter and other filters.
  • Building exception reports with cross filters
    • Account standard reports do not include related opportunities
    • Opportunity standard record types show all opportunities(as primary object)
    • Exception report uses without relationship to show where data does not exist(i.e. accounts without opportunities)
    • Cross filters allow filtering of parent records in a report by their related child records using with or without conditions.
    • Sub-filters extend cross filters to add criteria
  • Bucketing
    • Bucketing enables segmentation of report data on the fly by setting a group of buckets to sort, group or filter records
    • Can bucket picklists, text and number fields
  • PREVGROUPVAL – function used in custom summary formulas to return value of a summary field from previous grouping(i.e. grouped by date field into periods) used to aggregate multiple periods and calculate moving averages.
  • Combination charts – plot and compare multiple summary values on a single chart
  • PARENTGROUPVAL-returns value of summary field from a specific parent.
  • Use a workflow field update to track changes on a field. Field history cannot track specific changes.
  • Dynamic dashboards display data of user viewing rather than data of specified running user. Dashboard filter can change visible data. If you want to see another team members view of the dynamic dashboard you have to have ‘view my teams dashboards’ system permission.
  • Joined reports allow combination of multiple views of related info in a single report, add up to 5 report blocks, group by common field, can be displayed on a dashboard.
  • Analytics snapshots see changes over time
    • Snapshot taken of data in source report at intervals
    • Each row saved as a record in a target custom object. Generate reports to analyze that custom object.
    • Number of allowed snapshots depend on edition
    • Can capture 2000 rows of data
19
Q

IMPROVE DATA QUALITY

SF functionalityProper data usage Picklist Force users to enter a permissible value Custom lookup fields/filters Select subset of records Custom formula fields Derive values from other fields Record types and page layouts Display only relevant fields Workflow field updates Auto update field values to reduce manual entry

A
  • Missing or incorrect data will skew analytics and reports so you have to periodically assess data quality and tighten it up to avoid it. Steps are 1)assess data quality, 2) export data, 3) cleanse, standardize and de-duplicate data, 4)enforce data quality, 5)push clean data back into SF.
  • Improving data quality is an iterative process
  • Tools for processing data are connect for office, excel connector, workbench
  • Create data quality dashboards to asses data quality, use custom formula to find missing data
  • Communicate changes to users
    Create data formatting standards, use validation rules and error messages to guide user
  • Web-to-lead and importing does not check for duplicate data.
  • If object setting is private then users cannot necessarily search for duplicates before adding.
  • Use custom field and workflow field updates to enforce uniqueness of a standard field
  • Developer can create an APEX trigger to prevent a duplicate before it is saved and display to user that record exists. Customize->leads->triggers
  • Train users to reduce duplicates
  • Must have a data maintenance strategy
  • Backup before imports
  • Archive data and delete old data
  • Reduce duplicates by using merge wizard & appexchange solutions
20
Q

DATA.COM

A
  • Instant access to company info from Dun & Bradstreet accounts, contacts & leads
  • Requires additional license
  • Can enrich data with additional information
  • Can schedule automatic clean jobs to flag differences
  • Can save search criteria
21
Q

COMPLEX BUSINESS PROCESS AUTOMATION

A

Use correct automation tool:

  • Assign new leads to case reps based on location = Lead assignment rule;
  • Capture new leads from website and respond to them = Web to lead;
  • Notify VP of sales when opportunity exceeds $1M = Big deal alert
  • Create cases from customer emails = Email to case
  • Escalate case = Escalation rules
  • Assign cases = Case assignment rule
  • Send updates to sales mgr on team opportunities = Update reminder

Other info:

  • Flow record create (visual workflow) creates records in SF
  • Debug log records database operations, system processes and errors for a specified user every time that user executes a transaction. Use event filters to narrow down information in log. Setup->monitoring->debug logs. Can have up to 20 debug logs.
  • Order of Execution:
    System validation rules
    Apex before triggers
    Custom validation rules
    Apex after triggers
    Assignment rules
    Auto response rules
    Workflow rules
    Escalation rules
    Roll up summary fields
  • APEX is object oriented programming language which allows developers to add business logic to system events, such as button clicks, related record updates and data loads.
  • VISUALFORCE creates new custom pages to replace standard layouts within SF user interface by creating a custom button or link overriding the standard one.
22
Q

KNOWLEDGE CHECK Info From Advanced course

A
  • If a user owns a record but does not have read permission on object then he will not see it
  • Account teams work on accounts
  • Sales teams work on opportunities
  • Conditional highlighting cannot be done for tabular reports
  • Mass email templates can be HTML, custom HTML or text only.
  • Managed packages are created in developer edition
  • Users can override own forecasts and those below them in hierarchy
  • A user cannot restrict access with sharing rules (only open it up)
  • Account object does not support business processes. Leads, opportunities, cases and solutions do.
  • A workflow cannot update formula fields
  • Opportunity products cannot be in a lookup list
  • Identity confirmation can be bypassed (there is a checkbox for it)
  • Task assigned to a role goes to one that triggered record
  • Workflow rules are not retroactive
  • Printable view display print ready in excel
  • Final reject action in approval process can be an email alert
  • If you overwrite a users records you will lose the history
  • Data validation rules are enforced by API and import wizard
  • Adding a user to a sales team will not give him access to opportunity record
  • Users with access to formula fields can reference fields that are restricted
  • Record type picklist filtering applies to a dependent picklist
  • Summary rows calculate summary on numerical fields of summary and matrix reports
  • Role hierarchy does not apply to folders
  • To view contacts associated with a case in console use mini page layout
  • Max number in a controlling picklist = 300
  • Max leads/contacts in campaign builder = 50,000
  • SF archives events and closed tasks for 365 days
  • Service cloud console allows data visibility in one screen, view key records in highlight, allows agents to take call notes
  • Cases created by email to case, connect for outlook
23
Q

Security Access

A

ORG level (OWD) - login hours, ip addresses, sharing settings, default access.

OBJECT level - profile and permission sets

FIELD level - controls field access no matter where it is in the app. part of profiles and permission sets.

RECORD level - uses sharing rules and role hierarchy for record owners or owners and subordinates.

SHARING RULES - way to create exceptions to the organization rules… opens up additional access but cannot create more restrictions. If multiple sharing rules are contradictory then user is given the most permissive.

24
Q

Workflow Automation

A

Automate business processes by using:

  • email alerts
  • tasks
  • field updates
  • outbound messages

Parts of a workflow:

  • evaluation criteria
  • trigger criteria
  • action
  • time trigger

Each workflow contains evaluation criteria, associated trigger actions and time dependent actions.

25
Q

Approval Process

A

creating an approval process:

  • create approval process
  • add steps
  • specify actions
  • use process visualization

examples:

  • PTO request
  • Expense reporting
  • Discount request
26
Q

Knowledge Check - Part 2

A
  • Validation rules do not get enforced on lead conversion
  • record ids in SF are identical in org and sandbox
  • sales teams work on opportunities
  • console uses mini page layout
  • approvers in approval process goes by first approver decision
  • running user concept in dashboard allows users to view data which they normally cannot view
  • if you delete an email from a a case and then delete the case, you will not be able to retrieve the email
  • you can only use standard fields when generating email and mail merge documents for leads/contacts
  • Role field is NOT mandatory when creating a user record
  • only publisher can create page templates in siteforce.
  • force.com quick start has app/tab/obj.
  • territory mgmt requires cutsomizable forecasting, optimized role hierarchy.
  • steps in creating a custom app
    • app label
    • custom logo
    • add/remove tabs & define default tab
  • objects stored in folders are unfiled reports, email templates, dashboards and documents
    *
27
Q

TYpes of sharing rules

A
  1. account sharing rules;
  2. account territory sharing rules;
  3. campaign sharing rules;
  4. case sharing rules;
  5. contact sharing rules;
  6. lead sharing rules;
  7. custom obj sharing rules;
  8. opportunity sharing rules;
28
Q

Steps for configuring SF for outlook

A
  1. download installer
  2. choose sync folders for events, tasks
  3. manually add emails
  4. manage unresolved items
  5. choose sync direction and conflict behavior
29
Q

Knowledge check - part 3

A
  1. a workflow cannot update formula fields
  2. if a task is assigned to a role then the owner of record that triggered rule becomes assignee
  3. workflow rules do not evaluate retroactively
  4. printable view is print ready in excel
  5. data validation rules are enforced by API and import
  6. chatter feed tracking allows you to view updates, field changes, you can follow dashboards if not dynamic ones.
  7. opportunity products cannot be linked by a lookup relationship
  8. record type picklist filtering applies to dependent picklists
    9.

SF ADM 201 (1 decks)

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