Applications, Activities and Mobile Scenarios Flashcards
Ursa Major Solar has created a new product line of solar panels with a special sales team to sell these products. The sales process for the new line is more complex than the current sales process and requires additional stages to the sales path.
How should the system administrator configure Salesforce to ensure only the appropriate stages are visible based on the product line?
CREATE A SALES PROCESS AND OPPORTUNITY RECORD TYPE FOR EACH PRODUCT LINE
Two configurations need to be made.
1) Create a new sales process to determine which stages appear for this new product line.
2) Create a new Opportunity record type to display a unique page layout for this new product line.
Ursa Major Solar’s sales operations director has noticed an increase in sales reps logging opportunities without products. The operations team then has to go back into each opportunity after the fact and add products.
Which configuration change should the system administrator make to help sales reps remember to add products to every opportunity?
ENABLE THE OPPORTUNITY SETTING TO PROMPT USERS TO ADD PRODUCTS TO OPPORTUNITIES
There is a setting that can be toggled on/off to prompt users to add a product to an opportunity.
Ursa Major Solar’s newest product line has just been announced. The web form on the Ursa Major Solar website is generating a lot of leads where prospects have indicated interest in particular products. These leads are imported directly into Salesforce automatically.
Which features should the system administrator use to assign ownership of a Lead to the appropriate product team using the custom Lead field Product Interest? (Choose two answers.)
ASSIGNMENT RULES
Assignment rules define conditions that determine how leads or cases are processed. In this scenario, when a potential customer indicates interest in a certain product (custom Lead field Product Interest) in the web form, the lead is generated and assigned to the appropriate product team.
QUEUES
Queues prioritize, distribute, and assign records to teams who share workloads. In this scenario, it’s indicated that the lead needs to be assigned to the appropriate product teams, so queues are needed.
A sales rep for Ursa Major Solar is working with a potential customer who cannot open email attachments per company IT restrictions.
How should this sales rep send the product data sheet to a prospect without attaching the document to an email?
UPLOAD THE DATA SHEET TO A LIBRARY AND CREATE/SEND A CONTENT PACK TO THE PROSPECT
The recipient of a content delivery, such as a content pack, can click a single URL to open a preview player with which they can preview and download the content. Additionally, the sender can view tracking information to see how often the content pack was viewed and which documents were downloaded.
The customer support manager at Ursa Major Solar has received feedback from customers that they’re not being notified when Ursa Major Solar’s support reps add comments to their support case. The customer support manager needs a way to automatically email the customer when her team adds a comment to a case.
How should the system administrator configure the Salesforce org for an email to be automatically sent to a customer when the support rep adds a comment to the case?
ENABLE CASE COMMENT NOTIFICATIONS TO CONTACTS
Enabling the case comment notification to contacts feature allows a customer to be notified when a comment is added to their support case.
Ursa Major Solar provides various levels of customer support based on the terms of the customer’s support level agreement. The VP of support wants an automated way to notify the support team when an unresolved case may violate the support level agreement.
Which feature should be used to alert support managers when a case is in jeopardy of violating the customer’s support level agreement?
ESCALATION RULES
Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry.
Ursa Major Solar has noticed an uptick in support cases that could be resolved easily if the customers had access to the proper documentation. So, Ursa Major Solar wants to create a knowledge base where articles can be classified into categories.
What are two benefits of using Data Categories with Salesforce Knowledge? (Choose two answers.)
ARTICLES CAN BE CLASSIFIED INTO GROUPS
Data Categories with Salesforce Knowledge allows articles to be classified into groups, which makes the articles easier to find.
ARTICLE ACCESS CAN BE CONTROLLED
Data Categories with Salesforce Knowledge allows controlled article access. For example, US users could be limited to knowledge articles specific to US products, while European users have access only to knowledge articles regarding products exclusive to Europe.
Ursa Major Solar is looking to reduce support costs by allowing customers to work together to answer one another’s questions and solve problems.
Which feature should a Salesforce administrator use to allow its customers to interact with each other and share best practices?
COMMUNITIES
Communities are a great way to share information and collaborate with people who are key to your business processes, such as customers, partners, or employees. This also includes collaboration between customers.
The sales director at Ursa Major Solar has a team of 50 sales reps located around the world. The sales director’s team uses the calendar feature in Salesforce so she can access the team’s busy schedule. However, members of the team log their all-day events differently and the sales director wants some uniformity.
How should a sales rep create an all-day event in Salesforce?
CHECK THE ALL-DAY EVENT CHECKBOX ON THE EVENT.
Using the all-day event checkbox is the most efficient way to log an all-day event. This avoids the office hours discrepancies of sales reps across multiple time zones.
Ursa Major Solar is implementing Salesforce within its organization. All users at Ursa Major Solar have been loaded into the system, but a small group of users have been identified to be the test users before full company adoption. These test users provide feedback via Chatter to ensure all features and tools are adjusted to work for the company-wide deployment.
Which actions allow the system administrator to limit Chatter access during rollout to a subset of Salesforce users? (Choose two answers.)
CREATE A PERMISSION SET WITH THE ENABLE CHATTER PERMISSION FOR THE SUBSET OF USERS
A permission set is a collection of settings and permissions that give users access to various tools and functions, such as Chatter.
EDIT A PROFILE TO ENABLE CHATTER FOR THE SUBSET OF USERS
Profiles define how users access objects and data, and what they can do within the application. When users are created, they’re assigned a profile. In this situation, customizing the profile settings of the subset of users can limit Chatter access to just the specified subset of users.
As Salesforce adoption has increased throughout Ursa Major Solar, the sales reps need access to the Salesforce mobile app while on the road. However, the Salesforce mobile app needs to be customized to fit their needs.
Which functions can be customized for the Salesforce mobile app? (Choose two answers.)
NAVIGATION MENU CONTENT
The navigation menu can be customized for the Salesforce mobile app.
OBJECT COMPACT LAYOUT
The Object Compact layout can be customized for the Salesforce mobile app.
Ursa Major Solar uses Outlook for its email needs. As Ursa Major Solar has begun to implement Salesforce, sales reps are concerned that Salesforce won’t integrate with Outlook and they’ll be forced to change email providers (which they don’t want to do).
What can the system administrator synchronize between Salesforce and Outlook using Lightning for Outlook?
EVENTS
Events in Salesforce can be synchronized between Salesforce and Outlook.
