All Review Questions Flashcards
Takes all of the review questions from all of the decks and places them into a single deck to study from.
1
Q
What do Local Settings Impact?
A
Format of date, time, number, name and address fields
2
Q
What do Business Hours and Holidays Impact?
A
Business Hours and Holidays are used in calculations to determine when to escalate a case or when an Entitlement Milestone is reached
3
Q
What is the Salesforce API
A
The API (Application Programming Interface) is a way of accessing Salesforce programmatically and is used by Data Loading and Integration tools.
4
Q
What is the Organization Id?
A
A unique 15 character identifier that identified each Salesforce Organization and is different in each environment.
5
Q
What are the options to define fiscal years?
A
Standard or custom fiscal years. Standard fiscal years are based on a monthly structure and can start on any month. Custom Fiscal years can use a different structure such as quarters.
6
Q
What level of language support does Salesforce provide and how is a users language setting controlled?
A
Salesforce offers a number of Fully Supported, End User and Platform Only languages. The language on the Company Information page is applied to new users, but they can override in My Settings.
7
Q
What Time Zone is used for new users?
A
The Time Zone for new users is set using Default Time Zone on the Company Information page, but users can override it in My Settings.
8
Q
Why would you use Multi-Currency?
A
Multi-Currency is used to be able to record amounts in different currencies on records, and be able to forecast and report in one corporate currency.
9
Q
Why would you use Advanced Currency Management?
A
Advanced Currency Management allows dated exchange rates to be recorded to track the amounts when opportunities were closed.
10
Q
What are the two types of licenses?
A
User and Feature. User licenses define the baseline of features a user can access. Feature Licenses grant additional access to specific functionality such as Knowledge, Contact or Marketing
11
Q
How is storage managed in Salesforce?
A
Salesforce has two categories of storage, Data and File storage. Records use Data Storage and File Storage is used by Attachments, Documents, Files, Content and Chatter.
12
Q
What do the User Interface Settings control?
A
General User Interface, Sidebar and Calendar
13
Q
What are the different types of searches available and what is the difference?
A
Global searches most information; Sidebar searches a subset of records and fields; Advanced Search can search on a combination of fields and include wildcards.
14
Q
What are some of the search settings that can be enabled or customized?
A
Number of search results displayed, Document Content Search, Recently Viewed Records, Search Optimization, Limit search to records owned by the user
15
Q
What does an enhanced lookup offer?
A
Search on all fields, sort, filter, customize columns, page navigation, auto completion
16
Q
What are the different types of search layouts?
A
Search Results, Lookup Dialog, Lookup Phone Dialog, Tab, List View and Search Filter Fields
17
Q
What actions and features are available on a list view?
A
Edit, Delete and Follow records, Sort, Filter, Set How Many records to display, Toggle to Chatter feed, Create Printable View
18
Q
What password requirements can an administrator set?
A
Minimum password length, complexity, password history enforcement, expiration period, minimum password lifetime
19
Q
What are some common user access issues?
A
– Wrong Username
– Entering password in wrong case
– User is locked
– Trying to login to a sandbox with the wrong URL
20
Q
Why would you freeze a user?
A
Prevents the user from logging in without deactivating them, allowing for changes to any customization where the user has been used such as workflow email alerts
21
Q
What administration tasks can an administrator delegate?
A
Create and assign users in certain roles and profiles, assign permissions sets, public groups, reset passwords, manage specific custom objects
22
Q
How do queues work?
A
Queues are a holding place for records that are not yet owned by a user. Records can be manually or automatically assigned to a queue and users who are members of the queue or any user above them in the role hierarchy can take ownership of records.
23
Q
What are public groups used for?
A
Assigning a group of people access to certain functionality or notifications (e.g. sharing rules, folder access, sharing records, content library access)
24
Q
What localization settings apply to a user?
A
Locale, Language, Time Zone and Currency Locale
25
What is the minimum information required to setup a user?
Username, Email, Profile, and License
26
How can you check why a user is not able to login?
Login history on user record, or Login History for all users will give information regarding a login attempt.
27
What checks are done when users try to access a Salesforce Organization?
Profile Level Login Hours, Profile Level IP Ranges, Company Level Trusted IP Ranges, Activation Code Validation
28
What are the Standard Profiles?
Standard User, Solution Manager, Marketing User, Contract Manager, Read Only, System Administrator
29
How and why are Custom Profiles created?
There are restrictions on what can be changed on a standard profile. Custom profiles are created by cloning a standard profile.
30
How is Object Access controlled?
Object access is controlled at the profile level including permissions and visibility to the tab.
31
What are Permission Sets?
A group of permissions and settings that can be assigned to one or more users.
32
What do Organization Wide Default Settings do?
Determine access to records the user does not own.
33
How is the Role Hierarchy related to record access?
Users will have access to other users records if they have a role above the record owner in the role hierarchy.
34
What does Field Level Security control?
Controls if a field is visible or read only at the profile level.
35
How do Sharing Rules work?
Rules can be created to grant access to groups of users for certain records based on record owner or criteria.
36
What is Manual Sharing?
Manual Sharing allows a user to use the 'Sharing' button to grant access to a specific record to other users, roles or public groups.
37
What should be considered when changing OWD settings?
If increasing default access, changes will take effect immediately. If decreasing, changes may take significant time depending on data volumes.
38
How does the Security Health Check work?
Security Health Check measures setting values in Password Policies, Network Access Config and Session Settings against baseline values and calculates a percentage score to indicate risk. 100% means all settings meet or exceed the standard.
39
What are some considerations regarding Platform Encryption?
Only works on certain standard objects. Some apps and functionality will not work with encrypted fields. Extra cost as it is an add on subscription.
40
When is identity verification invoked?
When a user logs in from an unrecognized (based on cookies) browser or device and outside the trusted IP range.
41
What are Folders used for?
To store and organize reports, documents, dashboards and email templates.
42
How can Folder access be controlled?
Folders can be private or shared. Permissions and visibility can be set for users, roles and public groups.
43
What are the different access levels that can be granted to a folder?
Viewer, Editor (edit, move, save, and delete) or Manager (share and rename folder)
44
What can be customized for standard fields?
Field Labels, Field Help, Picklist Values, Auto Number Formatting
45
What are the main custom field attributes?
Field Type, Default Value, Required, Unique, Case Sensitive
46
What is an External Id?
A field that contains a unique Identifier from an external system and can be used for matching records when data is imported on integrated.
47
What are Rollup Summary Fields?
Fields defined on a master object that sum, return min or max or count of a field in a related set of detail records.
48
What must be configured when creating a custom object?
The Name field is a standard field that is added to custom objects to identify records. It can be text or auto-number.
49
What are the 2 types of relationships that Salesforce supports?
Lookup and Master-Detail. In Salesforce there are TWO types of relationship between objects: Lookup and Master-Detail. Many-to-Many is a type of Master Details Relationship between objects.
50
What is an App in Salesforce?
A collection of tabs made visible to certain profiles. Salesforce comes with standard apps or custom apps can be created.
51
A collection of tabs made visible to certain profiles. Salesforce comes with standard apps or custom apps can be created.
Layout of fields, buttons, links, publisher actions, report charts, VisualForce and related lists. Related list fields, sort order and buttons.
52
What are Record Types used for?
When one object has different types or is used for different purposes. Record Types allow different pick list values, page layouts and business processes to be defined.
53
What is a Business Process?
A way to capture the life cycle of leads, opportunities, cases and solutions.
54
How are Business Processes defined and used?
Values for the status fields are selected for a business process from the master pick list values. The business process is then assigned to a record type.
55
What happens when a custom field is deleted?
The field and data is deleted temporarily. The field and the data can then be permanently deleted (erased) or undeleted (restored). After 15 days Salesforce will permanently delete.
56
How can formula fields be created?
As a simple formula using merge fields and operators or as an advanced formula using merge fields, operators and a range of functions.
57
When would creating a formula field be appropriate?
When a read-only field is required that is calculated based on values of fields (including fields in related objects) or based on a defined formula.
58
How can duplicate Leads be identified and managed?
Using the 'Find Duplicates' button, fields can be selected to search on, and up to 3 Leads can be merged from the search results.
59
What tools and features are available to manage Leads?
Import Leads, Mass Delete Leads, Transfer Multiple Leads, Mass Email Leads, Mass Add Leads to Campaign, Mass Change Lead Status
60
What is Lead Conversion?
A way to convert Leads to linked newly created or existing Contact, Account and Opportunity records.
61
What is a Lead Process?
A group of Lead statuses mapped to a Lead record type. Allows for different steps in a Lead life-cycle to be defined for different types of Leads.
62
What is the Opportunity Board?
Shows Opportunities of one record type on a board with columns for each Sales Stage. It shows the totals for each stage and Opportunities can be moved between stages by dragging and dropping.
63
What are Lead Queues?
Lead Queues are a place to hold Leads that have not been assigned an owner. They are accessed via a list view and users with access to the queue can 'accept' Leads to take ownership.
64
How can Leads be automatically assigned?
Lead assignment rules can automatically assign Leads to users or queues based on criteria matching field values and can be evaluated upon creating or editing a Lead.
65
How can Leads be captured from a website and saved to Salesforce?
Web to Lead allows Leads to be captured from a company website and saved in Salesforce. The Lead form can include standard and custom Lead fields. Generated HTML can be added to a public website.
66
How does Salesforce support estimating future revenue?
Customizable and Collaborative (now the default) Forecasting. Values are displayed in forecast categories (mapped from Opportunity stages) by Product family, revenue, quantity or both.
67
What is the Big Deal Alert?
An email notification that can be sent to selected users when an Opportunity value reaches a certain amount with a certain probability.
68
What are Opportunity Sales Stages?
A way to track the life cycle of an Opportunity from open to closed. Stages are mapped to a type, probability, and forecast category.
69
What are Opportunity Teams?
Records multiple users that work together on an Opportunity. The role and access level can be specified for each user. Each user can specify a default team that can be added automatically to an Opportunity.
70
What are Opportunity Splits?
Splits revenue or other currency field values among the Opportunity team. When enabled, a revenue split (must total 100%) and an Overlay Split (doesn't have to total 100%) is added.
71
What is a Custom Opportunity Split?
A feature to define up to 3 splits between Opportunity team members on any currency field, for example defining how profit is split.
72
What are Account Insights?
Account Insights are pre-processed articles related to an Account, Industry or Executives that are displayed on the Account Details page or Home Page, In Lightning Experience once enabled.
73
How do Quotes and Syncing work?
Multiple quotes can be associated with an Opportunity with one marked as the 'syncing' quote. Changes to Opportunity Products or quote Products are kept in 'sync' for the 'syncing' quote.
74
What is a Revenue Product Schedule?
Revenue schedules allow tracking of revenues that is not received up front and is paid in installments or a subscription.
75
What is a Quantity Product Schedule?
A Quantity Product Schedule is when a Product Quantity is delivered over time and allows tracking of shipping dates.
76
What are the different types of Pricebooks?
Standard and Custom. The standard Pricebook can be used if there is one price for all customers. If there are multiple prices for different customers custom pricebooks can be used.
77
What is Campaign ROI and how is it calculated?
Return on Investment of a Campaign. (Total value of Won Opportunities linked to a campaign - Actual cost of the campaign) / Cost of the campaign
78
What is Campaign Influence?
One or more Campaigns that have influenced an Opportunity linked to an Opportunity, with one being marked as the primary. Values from the primary are used for the campaign statistics.
79
What is the Campaign Hierarchy?
A way to link related Campaigns in a hierarchy of up to 5 levels and unlimited siblings. Total fields, eg: total value of Opportunities for all campaigns in a hierarchy can be displayed.
80
How can Campaign Members be added to a campaign?
Leads and Contacts can be added using a report, list view, from a Lead or Contact record, using the Import Wizard or data loader or using 'Add Member' button on the campaign.
81
How do Orders work?
Agreement to supply a quantity of Product or Service at a certain quantity and date. Created from an Account, Contract or from the order tab.
82
What is a Reduction Order?
Returns, cancellations and reduction in quantity are recorded as a reduction order.
83
How many Sales Paths can be defined?
Sales Paths can be defined for Lead and Opportunity Objects. Multiple Sales Paths can be created for Leads and Opportunities as each Sales Path is related to a record type.
84
What is Salesforce Content?
A content management system to organize, collaborate, tag, search, version control and share different types of files internally and outside of the organisation.
85
How is CRM Content Organised?
Files are organised into libraries. Libraries can be personal (eg: not shared with others) or shared. Access and permissions on shared libraries can be defined by user or public group.
86
How can CRM Content be shared externally?
By defining a Content Delivery. Salesforce creates a URL that can be accessed by external parties to view content.
87
What is a Content Delivery?
A way to create a web based view of a file that can be shared via a URL with external parties. Options include setting an expiry date and if the file can be downloaded or just viewed.
88
What are some Case Management features?
Case Key Fields include Status to define where in the life-cycle the case is, Case Feeds, Case Views and Queues and Case Owner Reassignment
89
What are the ways Cases can be captured on Salesforce?
Cases may be manually created by users onto a Case Record page, or be automatically captured when Admins setup Web-to-Case, Email-to-Case or On-Demand Email-to-Case. Customers may create cases from a Community, Customer Portal, Self Service Portal or Chatter Answers.
90
What are the Case automation tools available?
Case Queues, Auto Response Rules, Escalation Rules, Assignment Rules, Macros.
91
What is the purpose of Case Teams?
Case Teams are set up so users can take on predefined roles and work together to close a Case.
92
What is a Solution?
Information that addresses known customer issues and the resolution taken. They are accessible from Cases, Portals and Public Websites. Solutions can be created when closing a case. Solutions can be managed from the Solutions tab to users who have access to it.
93
What are the basic capabilities of a Customer Community?
Allows layers of access for users to manage cases, access solutions and knowledge, ideas, answers, documents, content, custom objects and reports. Functionality is similar to the Service Cloud.
94
What are the basic capabilities of a Partner Community?
Allows access for partners to leads and opportunities to collaborate on sales opportunities (Sales Cloud) as well as including the functionality available in the Customer Community (Service Cloud).
95
What is Chatter Answers?
Functionality that enables user to ask, comment on and answer questions from other users. The best answer to the question can be selected.
96
How do Chatter Questions work?
Users can ask questions in a feed, in groups or records and get an answer either by viewing a similar question/answer, suggested knowledge article or another users reply. The best answers can be selected.
97
What is Ideas?
Allows users to make suggestions related to a zone or theme. Other users can comments, promote or demote the suggestions.
98
What are Article Types?
Containers for different types of articles such as FAQ, Instructions. Article types can have different templates and page layouts.
99
Where is Knowledge Accessible?
Channels define the visibility of an article and can be set to Internal, Customer Community, Partner Community or Public Website.
100
What are the users interface options when creating a Community?
A community can use a predefined template. It can use standard Salesforce tabs and VisualForce or it can be totally custom VisualForce pages.
101
What Activity Management features can be controlled using settings?
Shared Activities, Group Tasks, Recurrence, Activity Reminders, Multi-Day Events
102
How do Group Tasks work?
A Group Task is a task that can be assigned to up to 100 users and Salesforce will create a separate copy of the task for each user.
103
What are the different types of Calendars?
User, Public Calendars and Resources
104
What can be customized with Activities?
Similar to other objects, activity fields, validation rules, record types and page layouts can be customized.
105
When would you use Shared Activities?
When you want to relate up to 50 contacts to one event or task, such as recording all of the people invited to a meeting.
106
Where would you find a list of sent emails related to a record?
Sent Emails are listed in the Activity History related list.
107
What is a Chatter Feed?
A related list of activities (posts, comments, record updates) related to a record or user.
108
What is the usage of Chatter Topics?
Allows Posts to be organised. Can also be used to add topics to records. Views can use topics as a criteria.
109
What is Feed Tracking?
Enables a feed on selected standard and custom objects. Fields can be selected, so that updates to those fields will be displayed in the feed.
110
What are Chatter Groups and what are the different Types?
Chatter Groups allow people to collaborate, can be private, public or unlisted.
111
What is Chatter Messenger?
Allows real time chat between users that follow each other and will/is retired.
112
What are Chatter Publisher Actions?
Actions that are available from the Chatter Feed, such as Post, File, New Task, Poll, Standard actions are available, custom actions can be defined.
113
What are the different types of Chatter Licences?
Chatter Free, Chatter Only/Plus, Chatter External
114
What is Chatter External licence used for?
Invite customers (users outside of a companies domain) to chatter groups for collaboration. They have no access to SF objects and data.
115
What can Chatter Only users do?
They can use features including groups, files, profiles, plus view Accounts, Contacts, Ideas, Answers, Content, Dashboards, Workflows, Calendar and can access up to 10 custom objects.
116
What can Chatter Free user do?
Chatter Free users can access Chatter features that have no access to tabs or data.
117
What is the Salesforce Id?
A globally unique Id assigned to each record when created. 15 digit case sensitive when displayed in the UI /reports and 18 digit case insensitive from API/DataLoader
118
What happens to deleted records?
Deleted records go to the Recycle Bin. After 15 days or if the Bin Limit is exceeded they are permanently deleted. While in the recycle bin deleted records can be restored.
119
How does storage work in Salesforce?
Storage is categorized into data and file storage. Data storage is used by storing records normally 2Kb each. File Storage is used by attachments, files and documents.
120
When would you use an External Id?
When you want to use an Identified from an External System to Import or Update data.
121
What are the options for Importing and exporting data?
Data Import Wizard, Data Loader, 3rd Party Tools for Integration, Export from Reports, Data Export Service.
122
How can Knowledge articles be imported to Salesforce?
Import Articles Tool from the Setup menu allows articles and any translations to be imported into Salesforce Knowledge.
123
What can be done with the Mass Transfer Tool?
Accounts, Leads and Custom Objects and some related data can be transferred from one owner to another.
124
How can data be mass deleted?
The Mass Delete tool allows mass deletion of Accounts, Leads, Activities, Contacts, Cases, Solutions, Products and Reports. Criterion can be set to find selected records to delete.
125
How do Validation Rules work?
A formula expression is defined on an object and checked before a record is created or edited and saved. If the formula returns true, an error message is displayed and the record is not saved.
126
How can data be automatically exported?
Data Export service can be enabled by logging a case with Salesforce Support. All or selected data is exported weekly, monthly or on demand. An email is sent with a link to a downloadable zip file.
127
What is the difference between a matching rule and a duplicate rule?
Matching rule is used to identify duplication. Duplicate Rule defines what happens to duplicates - allow or block.
128
How can you ensure that a dashboard is not accessed by someone not authorized?
Store the dashboard in a folder that is accessible only by the appropriate users based on the sharing model.
129
What are the different types of reports?
Tabular, Summary, Matrix and Joined
130
What impact does the sharing model have when running reports?
Security and sharing model settings are applied when running a report so users will only see data they have access to.
131
What customization options are available in reports?
Define Filters, Define and Name Ranges in 'Bucket' Fields, Summarize Number and Currency Fields, Conditional Highlighting of summarized values, Custom Summary Formulas
132
What data will a dashboard display?
A dashboard will display data a user has access to if defined as 'dynamic' or run as a 'running user' to display data that user has access to.
133
When are dashboards refreshed?
Manually or scheduled to refresh daily, weekly or monthly.
134
Why would a custom report type be created?
To specify the types of related records included (with or without) and add additional fields eg: fields related to a lookup
135
How many levels can a custom report type have?
4 Levels - A primary object and 3 related objects
136
Are Standard Report Types defined as 'with' or 'without' related records?
'With' related records.
137
When are workflow rules evaluated?
When a record is created, when it is created and every time it is edited and when it is created and any time it is edited to then meet the evaluation criteria.
138
How can workflow rules be evaluated?
If certain criteria is net or if a formula evaluates to true.
139
What are the actions that a workflow rule can invoke?
Create Task, send Emails, Field Update or Send Outbound Messages.
140
When are workflow actions executed?
Either immediately or after a number of days or hours from a date field or trigger date.
141
What are the capabilities of an approval process?
Define a series of steps and actions for approving selected standard and custom objects that meet certain criteria.
142
What are some examples of when you would use an approval process?
Approving time-sheets, expense reports, funding requests, purchase requests, authorization for work, approving quotes and contracts.
143
What actions are possible with Process Builder?
Create or update records, invoke a quick action, submit a record for approval, post to Chatter, send an email, invoke a flow, invoke Apex class.
144
What are the steps to define a process in the Process Builder?
Define the object, define the criteria, select immediate or scheduled actions, activate the process.
145
What data is available on Salesforce1?
Standard and Custom object data is available
146
What functionality is not available on Salesforce1?
Some standard functionality is not available such as account Hierarchy, merg Accounts and Contacts, and manage Campaign members.
147
What functionality related to Users is available in SalesforceA?
Create new Users, Edit User Details, Reset Passwords, Assign Permission Sets, Activate, Deactivate, Unlock, Freeze, Unfreeze Users, View Login History
148
What User related function cannot be done on SalesforceA?
Update Role Field
149
What can be synced between Salesforce and Outlook using Lightning Sync?
Contacts and Events
150
Which environments are available for selection in the Lightning for Outlook side panel?
Production and Sandbox
151
What kind of records can be viewed using Salesforce Lightning for Outlook?
Accounts, cases, contacts, opportunities, leads, users and custom objects
152
What happens to items that Salesforce cannot automatically assign to records?
Contacts, Events, Emails and Tasks that cannot be assigned automatically appear in the My Unresolved items view to be assigned.
153
What are the different types of AppExchange Use Cases?
Generic, Functional and Industry Specific
154
What are some examples of Generic App Exchange Use Cases?
Document Generation, Data Loaders, Document Signing, Email, GeoLocation
155
What are some examples of Functional AppExchange Use Cases?
Sales, Marketing, Customer Service, Finance, HR
156
What are some examples of Industry Specific AppExchange Use Cases?
HealthCare and Life Sciences, Real Estate, Education, NonProfit, Financial Services.
