Business Accounts & Contacts

Question 1

Person accounts vs Business Accounts

Answer 1

Business accounts store information about companies. Person accounts store information about individual people.
Person accounts are similar to business accounts, but because they’re meant to record information about an individual person, person accounts don’t have their own contacts.

Question 2

What are Accounts?

Answer 2

Use accounts to store information about customers or individuals you do business with.

Question 3

What are Contacts?

Answer 3

• store information about the people you do business with.
• usually associated with an account, but can also be associated with other records such as opportunities
• Can enable Contacts to Multiple Accounts

Question 4

What are Contact roles?

Answer 4

Contact roles specify the part that each contact plays in an account: Sales, case, contract, or opportunity. So your teams can contact the most appropriate contact

Question 5

What conditions should a user meet to be able to change the account that’s associated with a contact?

Answer 5

• The user must have access to the contact + be the owner of the target account, or
• The user must be the owner of the contact
• or have access to contact + to the target account
• The user must be the manager of the owner in the role hierarchy, or
• The admin

Question 6

If you change an existing Account “Name field” without changing any other settings

New Cases and opportunities are associated with the new accounts or with the previous account?

Answer 6

• New cases and opportunities that are created for the contact are associated with the new account.

Question 7

If you change an existing Account “Name field” without changing any other settings

Are previous Cases and opportunities redirected with the new accounts or do they remain associated with the previous account?

Answer 7

• Cases and opportunities that are associated with the contact remain associated with the previous account and don’t roll up to the new account.

Question 8

in Lightning Experience, what maximum contacts can be displayed on the Contact Hierarchy page?

Answer 8

up to 2,000 contacts

Question 9

What options related to “contacts” are not available in Salesforce mobile

Answer 9

• You can’t view the contact hierarchy.
• Activity logs aren’t created when you use the icon to send emails.
• You can’t add a contact to a campaign.
• You can’t merge contacts.
• You can’t use the Salesforce mobile app to edit or delete a person account from a contact list view or related list.
• You can’t add contacts from Data.com or clean contact records with Data.com Clean.

Question 10

How can an Admin help users create an Account Team?

Answer 10

Admin must Enable account teams so that reps can create and maintain teams for their accounts.

Path: Setup/Account Team Settings → Enable Account Teams.

Note: Select the account page layouts where you want to include the Account Team Member related list

Question 11

A sales user wants to check the “News” of one of his contact to find Twitter or other related news to prepare for a meeting. But He can’t see any news, why?

Answer 11

Before your users can view News, the admin must enable it for the organization.

Question 12

Sales Director wants his team to review all their accounts News before a meeting.

What should the admin set up? and how?

Answer 12

The Admin must Enable “ News” in the account settings

Path: Setup/Account Settings → Select Enable News.

‼ Make sure that the News component is on your page layouts. Once Enabled Each User must configure their social media accounts in their personal settings to see Social Media News

Question 13

What are the three types of relationships between people and the accounts that you’re tracking?

Answer 13

1. Relationship Btw accounts and their contacts
2. Contacts to multiple accounts ( track direct relationship with the primary contacts account and Indirect relationships)
3. Relationships between customers (accounts) and coworkers ( Using account teams)

Question 14

In the case of a Contact with Multiple accounts relationships. What type of accounts can exist?

Answer 14

1. The Direct Relationship that the contact has with its primary account (only 1)
2. The Indirect relationships that the contact has with other accounts (1+)

Question 15

What should an Admin do to allow its team to use and track “contacts to Multiple accounts” relationship?

Answer 15

An administrator must enable Contacts to Multiple Accounts so your company can use it.

Question 16

What is “Account Hierarchy”?

Answer 16

different Company locations or branches can be organized with account Hierarchy.

By Selecting a Parent account” for various offices SF will generate a family tree

Question 17

What is the best practice when deciding to establish accounts for businesses with multiple locations?

1. Create a global account and link all contacts, opportunities, cases
2. Create Location-Specific Accounts

Answer 17

Creating Location-Specific Accounts is a best practice.

Note: create contacts, opportunities, cases, and so on for each location. you can take advantage of account ownership, hierarchies, specific sharing settings, and more granular reporting. You can also more easily track and report on opportunities, cases, and other interactions for each account.

Question 18

What is an Account Team, and what are its features?

Answer 18

• Users with different roles & departments can collaborate on the same account easily
• Customize levels of access to the account and its opportunities and cases for each user
• If the same people usually work together, create a default account team
• The Admin must Enable & and set up the roles that each team member can be assigned

Question 19

What two types of account-contact relationships can you see in Contacts to Multiple Accounts?

A.Positive and negative

B.Parent and sibling

C.Master and Indirect

D.Direct and indirect

E.Complete and incomplete

Answer 19

D. Direct and indirect

The Direct relationship is linked to the master account

Question 20

How do you set up the account hierarchy?

A. Ask an administrator to set it up for you.

B. Add a Parent Account to the account’s record.

C. Record the parent account’s name in a Note on the account.

D.Write it on a sticky note and put it on your desk.

Answer 20

B. Add a Parent Account to the account’s record.

Question 21

Who should be on your personal Default Account Team?

A.Coworkers from your department who want to know how you achieve all your success

B.All the contacts for all your accounts

C.Coworkers you usually work with on your accounts

D.Customers who responded positively to the last marketing campaign