Applications, Activities and Mobile Flaschcards Flashcards
Custom fields in the Lead object can be mapped to what two types of fields?
Custom opportunity
Custom account
Ursa Major Solar has an inside sales team that sells only warranty renewals, and an outside sales team that sells only products. Each type of sale captures different information and has a different sales cycle.
How should the system administrator configure Salesforce to meet these requirements?
Create a page layout, sales process, and record type for each type of sale.
Ursa Major Solar offers a variety of products that are comparable to products from other companies. Sales representatives request a method to track product strengths and weaknesses compared to those offered by other vendors.
What should the system administrator implement?
Competitors on the opportunity page layout
Ursa Major Solar wants the sales team to access information about Closed Won opportunities with a common competitor for all pending big deals.
What set of features should the system administrator implement?
Competitors and Similar Opportunities
How should the system administrator implement biweekly notifications for sales reps that include opportunities that need attention based on the opportunity owner’s last login, past due opportunities, and all opportunities that have not been updated in the last 30 days?
Create opportunity update reminders.
Ursa Major Solar sells through many different reseller networks. Each reseller’s deals are tracked on separate opportunities. The sales manager is concerned that the pipeline report is not accurate due to multiple opportunities for the same end customer.
How should the sales process be modified to ensure opportunities are not double-counted in the pipeline?
Change the forecast category to Omitted on the duplicate opportunities.
What two objects can be related to campaign members?
Leads
Contacts
How can multiple Campaign records be associated with a single opportunity?
Campaign Influence
What feature tracks how often a file is viewed?
Content Deliveries
What two related lists should be added to the opportunity page layout to track how campaigns contribute to the overall pipeline. (Choose two answers.)
Campaign Influence
Contact Roles
What configuration action should be performed to ensure every case gets assigned to a valid Owner?
Define the Default Case Owner in Support Settings.
Support representatives at Ursa Major Solar want the same technical engineer group to be associated with each new case.
What should a system administrator define to implement this requirement?
A case assignment rule to associate the case team
What is a potential benefit of using Suggested Solutions?
Reduced support costs
What Salesforce feature should a company implement to provide a method for its resellers to track their leads and opportunities?
Lightning Partner Community
A system administrator enables Case Feed Actions and Feed Items in Support Settings.
With the appropriate profile permissions enabled, what change will users see?
Cases will use feed layouts rather than standard page layouts.
Ursa Major Solar wants internal support requests to be directed to any of the IT representatives. They want external support requests to be directed to customer support representatives based on the contact’s location.
What should the system administrator use to set this up?
Assignment Rules and Queues
Web-to-case
Gather customer support requests directly from your company’s website and automatically generate new cases with web-to-case.
Salesforce Communities
Salesforce Communities provide a way for employees, customers, and partners to connect in one place. Companies can collaborate and communicate outside of the company with people who are key to the business.
Assignment Rules
Define conditions that determine how leads or cases are processed.
Auto-response Rules
Send automatic email responses to lead or case submissions based on the record’s attributes.
Salesforce Knowledge
Salesforce Knowledge lets you create and manage a knowledge base with your company information and securely share it when and where it’s needed.
Case Escalation Rules
Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry.
How should a Chatter user send a message to another Chatter user that cannot be viewed by anyone else?
Post a private message to the recipient.
Activities
Activities are records of the interactions your organization has with records such as your accounts, contacts, and opportunities. They can be either tasks or events.
Chatter Groups Features
Users in a Chatter group can:
• Collaborate in a private, public, or unlisted group.
• Use Announcements for important messages.
• Post updates, files, and links.
• Include customers in private groups.
What option can be added to Outlook Publisher Layouts?
Quick Actions
Lightning for Outlook
Lightning for Outlook can link emails in Microsoft Outlook to contacts, leads, accounts, opportunities, and cases in Salesforce. It can also relate events to records within Salesforce.
Salesforce Mobile App
The Salesforce app gives you access to the same information you see on your computer, but organized for getting work done while away from the office.
