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CRM Essentials Flashcards

1
Q

What Is Salesforce?

A

Salesforce is your customer success platform, designed to help you sell, service, market, analyze, and connect with your customers.

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2
Q

What Is CRM?

A

CRM stands for Customer Relationship Management. This technology allows you to manage relationships with your customers and prospects and track data related to all of your interactions. It also helps teams collaborate, both internally and externally, gather insights from social media, track important metrics, and communicate via email, phone, social, and other channels.

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3
Q

Record

A

An item you are tracking in your database; if your data is like a spreadsheet, then a record is a row on the spreadsheet

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4
Q

Field

A

A place where you store a value, like a name or address; using our spreadsheet example, a field would be a column on the spreadsheet

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5
Q

Object

A

A table in the database; in that spreadsheet example, an object is a tab on the spreadsheet

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6
Q

Org

A

Short for “organization,” the place where all your data, configuration, and customization lives. You and your users log in to access it. You might also hear this called “your instance of Salesforce”

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7
Q

App

A

A set of fields, objects, permissions, and functionality to support a business process

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8
Q

Salesforce Standard Objects

A

Accounts, Contacts, Leads, Opportunities

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9
Q

Accounts

A

Accounts are the companies you’re doing business with. You can also do business with individual people (like solo contractors) using something called Person Accounts.

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10
Q

Contacts

A

Contacts are the people who work at an Account.

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11
Q

Leads

A

Leads are potential prospects. You haven’t yet qualified that they are ready to buy or what product they need. You don’t have to use Leads, but they can be helpful if you have team selling, or if you have different sales processes for prospects and qualified buyers.

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12
Q

Opportunities

A

Opportunities are qualified leads that you’ve converted. When you convert the Lead, you create an Account and Contact along with the Opportunity.

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13
Q

Lightning Experience

A

Lightning Experience is a modern, productive user experience designed to help your sales team close more deals and sell faster and smarter.

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14
Q

Home

A

Home is a modern, intelligent home page, featuring a number of tools to help your sales team start their day fast. From Home, sales reps can monitor their performance to goal and get insights on key accounts. They can also access the Assistant, a list of things to do and places to be.

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15
Q

Opportunity Workspace

A

Here, your sales process takes center stage, with customized coaching scripts for each stage in the sales process, at-a-glance insights and activity timeline, and the ability to create records quickly with fewer clicks.

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16
Q

Accounts and Contacts

A

Remember that when an opportunity is converted, an account and contact are also created in Salesforce. An account is a company you’re doing business with, and a contact is someone who works at that account. Just like with opportunities, anytime your sales reps drill into an account or contact, they need to find what they’re looking for quickly. But unlike with opportunities, with accounts and contacts your reps are less likely to need to make updates. So we’ve optimized the layout for these pages for quick reference, allowing your sales reps to find information and gather insight at-a-glance.

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17
Q

List Views

A

List views allow you to see records that are important to you.

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18
Q

Opportunity Kanban

A

Sales reps can use the Opportunity Kanban, a visualization tool for opportunities, to review deals organized by each stage in the pipeline. With drag-and-drop functionality, sales reps can move deals from one stage to another, and get personalized alerts on key deals in flight.

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19
Q

Reports and Dashboards

A

Similar to list views, reports are a list of records that meet the criteria you define. But unlike list views, with reports you can apply more complex filtering logic, summarize and group your data, perform calculations, and create more sophisticated visualizations of your data using dashboards.

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20
Q

The Navigation Bar

A

The navigation bar is a container for a set of items and functionality. It’s always there, but the items within it change to represent the app you’re using.

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21
Q

The Create menu

A 
Create a new user
Create multiple users at once
Create a new custom object
Create a new custom tab
Create an email template
Create a workflow process
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22
Q

Setup (at the top level)

A

Your one stop for customizations
Learn best practices
Make magic happen in your organization

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23
Q

Object Manager

A

All standard and custom objects live in the Object Manager
All objects now have a standard detail page that stays visible while you drill into related lists
Infinite scroll on all objects’ related lists

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24
Q

Create Menu

A

On every page in Setup
Quick access to perform common tasks
Quickly navigate to administrative creation pages without having to navigate the Setup tree

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25
Q

App Menu

A

Customization node in the Setup Tree
Use this to:
Reorder Apps in the App Launcher
Make apps visible or invisible in the App Launcher

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26
Q

View Release Notes

A

Links to the most recent version of the release notes

Great point of reference for new and existing features

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27
Q

what Chatter is

A

Chatter is a Salesforce collaboration application that lets your users talk to each other and share information in real time. Chatter connects, engages, and motivates everyone to work efficiently across the org, regardless of role or location. Chatter promotes collaboration on sales opportunities, service cases, campaigns, projects, and just about any other object or use-case you can imagine.

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28
Q

mute a chatter post

A

In Lightning Experience, your users can mute a post from its detail view or from email. Users navigate to a post’s detail view by clicking its date-and-time stamp.
Mute a post from an email by replying with ‘mute’ in the body of the message.

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29
Q

FTCs

A

System-generated posts about record updates are called Feed Tracked Changes

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30
Q

Chatter feed

A

A Chatter feed combines the Chatter publisher and the feed. The publisher appears on the Home and Chatter tabs, the user profile page, and group and record detail pages. Your users can use the publisher to write a post, ask a question, and create a poll. They can also perform other actions that you make available to them in the Chatter publisher.

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31
Q

Chatter streams

A

Streams let your users combine all kinds of feeds into one stream for easy access to related information. For example, add the profiles of everyone up your management chain to keep an eye on what they’re up to. Add the record feeds from a current project to a stream to cut down on the bouncing around you must do to get the full picture.

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32
Q

Global Chatter search

A

searches the entire org and returns only results the user has access to

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33
Q

Chatter Feed search

A

lets users look for results from the current feed. Feed search offers a great way to find that vital bit of information buried in an active thread.

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34
Q

Profiles

A

In Chatter, everyone has a profile page that shows their photo and some useful information. Use profiles to easily discover which teams people are on, who their managers are, where they’re located, and how to contact them.

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35
Q

ways to get to profiles:

A

Search the person’s name using the global search field at the top of Salesforce.
Search for People in the App Launcher.
Click the People tab and find the person in a list of everyone you can see in Chatter.
Click the People option on the overflow menu.

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36
Q

Groups

A

Groups are the main collaboration space in Chatter. Users can organize a group around a project and add all project participants to it. Members use the group to exchange information, process a decision, and ask and answer questions. You can create a group for each of your company’s lines of business. Members use the group to discuss policies, practices, and recent events. Groups help users build, preserve, and share knowledge that’s vital to keeping everyone on track.

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37
Q

group types

A

Public groups
Private groups
Unlisted groups
Broadcast Only

38
Q

Public groups

A

Public groups are visible and open to all employees. Anyone in the company can join a public group, and then post, comment, and add files to it.

39
Q

Private groups

A

Private groups are members-only. People must request to join a private group. Only the members of the group can post, comment, and add files. Nonmembers can see the group’s picture and description but not the group feed or files. If the group allows external users, like customers, the group owner or manager must invite external users to join.

40
Q

Unlisted groups

A

Unlisted groups are invitation-only and don’t appear in list views and search results. An unlisted group is hidden from everyone except the members of the group. Only the group’s owner or manager can invite people to join an unlisted group. As the admin, you must enable the option to create unlisted groups.

41
Q

Broadcast Only groups

A

Broadcast Only groups are for making announcements. Only the owner and managers of a broadcast-only group can post to it. However, group members can comment on those posts. You can make any type of group broadcast-only.

42
Q

Engagement tab

A

All groups offer an Engagement tab for monitoring group membership and activity over time.

43
Q

Chatter Email Notifications

A

When you turn on email notifications for Chatter, your users start receiving emails about new posts, comments, and other changes.

44
Q

Chatter Settings

A

Turns Chatter on or off for your org. It also makes global search available or removes it.

45
Q

Groups settings

A

Provides options for your Chatter groups. Controls whether archiving is enabled, whether you can associate records with groups, and whether unlisted groups are allowed in your org.

46
Q

Rich Link Previews in Feed

A

Converts links in posts into embedded videos, images, and article previews. Larger images are truncated with a More link that lets your users see the full preview.

47
Q

Emoticons in Feed

A

Converts keyboard characters into emoticons, so these keyboard characters :) become this emoticon Smily emoticon.

48
Q

Out of Office

A

Makes a control available on user profile pages for setting a personal out-of-office message.

49
Q

Approval Posts

A

Allows requests for approval to appear in a user’s feed as a post.

50
Q

Coworker Invitations

A

Allows licensed Salesforce users to invite unlicensed coworkers to Chatter. Users who accept invitations see only profiles, files, and groups. They can’t see any object details unless you grant them a full Salesforce license.

51
Q

Customer Invitations

A

Allows licensed users to invite customers to private groups the licensed user owns or manages. Customers can be invited from outside your email domains. They can see information only in the groups they’re invited to. They can interact only with members of those groups.

52
Q

Actions in the Publisher

A

Actions in the Publisher is a legacy setting that has no application in Lightning Experience.

53
Q

Recommendations in the Feed

A

Allows the posting of recommendations for using the Salesforce Today app in your users’ feeds.

54
Q

Post and Comment Modification

A

Lets certain users edit feed posts and comments. Editors include the author, the person who owns the record that was posted or commented on, and the Chatter or community moderator.

55
Q

Rich Text Posts

A

Makes the editor that is provided for posts, comments, and question details a rich text editor. The rich text editor supports text formatting, inline images, and, when enabled for the org, code snippets.

56
Q

Pin Posts in Feeds

A

Make post pinning available to your communities and internal org. First make the feature available through this setting, then assign permission to pin through profiles or permission sets. When the permission is assigned, users can pin one post to the top of the topics and group feeds they have access to.

57
Q

How to make a useful post easier to find

A

by adding a topic to it. opics are search terms your users add to posts and comments. Topics take the form #topic,
Users can also search for topics.

58
Q

Feed Tracking

A

Feed tracking lets you select not only the record types, but also the specific record fields to follow. Enable feed tracking so your users get Chatter posts and email notifications about changes to the records they follow. Feed tracking makes it easy to see changes to critical records anytime, anywhere.
Many records and fields are tracked by default. You can further customize feed tracking to include or exclude different record types and fields.

59
Q

fields that are tracked by default when you enable feed tracking

A

Account: Account Name, Account Owner
Case: Case Owner, Priority
Group: Allow Customers, Description, Access Type, Information, Information Title, Name, Owner
Contact: Account Name, Contact Owner, Name
Lead: Lead Owner, Lead Status, Name
Opportunity: Amount, Close Date, Opportunity Name, Opportunity Owner, Stage
User: About Me, Address, Email, Manager, Phone, Title

60
Q

customize Salesforce

A

Both users and administrators can customize Salesforce.

61
Q

Personal Settings

A

Users can set their own personal customizations. Personal settings are visible only to the user who sets them up.
Access personal settings by clicking your name, and then selecting My Settings.

62
Q

Administrative Settings

A

Administrators can make changes to the setup for an entire Salesforce org. Organization-wide settings affect all users, although a user’s personal settings can override certain organization-wide settings.

63
Q

Person and business account have a few important differences.

A

Person accounts are forever. After they’re turned on, you can’t turn them off.
If your organization uses both business accounts and person accounts, you’ll have to select which type of account you’re creating whenever you add an account.
Person accounts can’t have contacts.
Person accounts don’t have an account hierarchy.

64
Q

three specific types of ACCOUNT relationships

A

Contacts to Multiple Accounts
Account Hierarchies
Account Teams

65
Q

relationship rules

A

Every contact needs to be associated with a primary account.

66
Q

Related Contacts list

A

The Related Contacts list lets you view current and past relationships, and capture unique and custom details about these relationships so you always know who you’re talking to—or who you should be talking to.

67
Q

Global Enterprise Account

A

You could establish one global account and link all contacts, opportunities, cases, and so on to that single overarching account. Using one global account makes it easy to find that account’s records and to report on that account at the enterprise level. But it’s harder to manage a large mass of information, and not being able to easily view the big picture might make it hard to see what each location needs from you for your relationship to be successful.

68
Q

Location-Specific Accounts

A

Establish accounts for each location and create contacts, opportunities, cases and so on separately for each location. With this option, you maintain more accounts and need to set up a few more complex reports to get the big picture. But using multiple accounts means 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.

69
Q

Account Teams

A

more than one person works with each account
A Salesforce Account Team can contain up to five people, each of whom can be assigned different roles and different levels of access to the account and its opportunities and cases. Like Contact Roles, Account Teams isn’t set up automatically. An administrator must turn it on and set up the roles that each team member can be assigned.

70
Q

Opportunities

A

Opportunities are deals in progress. In Salesforce you can create opportunities for existing accounts or by converting a qualified lead.

71
Q

Opportunity Stages

A 
series of stages linked to type of tasks being performed
Prospecting
Developing
Negotiation/Review
Closed/Won
Closed/Lost
72
Q

Contact Roles on Opportunities

A

Contact Roles for opportunities tell you which contacts you’re dealing with for the opportunity, and how each is related to the opportunity. You can also link contacts from other accounts to the opportunity using contact roles.

73
Q

Opportunity Team

A

Opportunity Team is a temporary group composed of people who can help you close the deal. Being a part of the Opportunity Team gives the team members special visibility into the opportunity, such as updates on Chatter.

74
Q

Leads

A

Leads are people and companies that you’ve identified as potential customers.
In Salesforce, information about leads is stored in Lead records.

75
Q

assessing data quality

A

gure out how your company uses customer data to support its business objectives.

76
Q

data management plan includes

A

standards for creating, processing, and maintaining data.

77
Q

What is a report?

A

A report is a list of records that meet the criteria you define. It’s displayed in Salesforce in rows and columns, and can be filtered, grouped, or displayed in a graphical chart.
Every report is stored in a folder. Folders can be public, hidden, or shared, and can be set to read-only or read/write. You control who has access to the contents of the folder based on roles, permissions, public groups, and license types. You can make a folder available to your entire organization, or make it private so that only the owner has access.

78
Q

What is a dashboard?

A

A dashboard is a visual display of key metrics and trends for records in your org. The relationship between a dashboard component and report is 1:1; for each dashboard component, there is a single underlying report.
Like reports, dashboards are stored in folders, which control who has access. If you have access to a folder, you can view its dashboards. However, to view the dashboard components, you need access to the underlying reports as well. You can also follow a dashboard in Chatter to get updates about the dashboard posted to your feed.

79
Q

Each dashboard has a running user

A

whose security settings determine which data to display in a dashboard. If the running user is a specific user, all dashboard viewers see data based on the security settings of that user—regardless of their own personal security settings

80
Q

Dynamic dashboards

A

are dashboards for which the running user is always the logged-in user. This way, each user sees the dashboard according to his or her own access level.

81
Q

What is a report type?

A

A report type is like a template which makes reporting easier. The report type determines which fields and records are available for use when creating a report. This is based on the relationships between a primary object and its related objects. For example, with the ‘Contacts and Accounts’ report type, ‘Contacts’ is the primary object and ‘Accounts’ is the related object.

82
Q

Report type object

A

Each report type has a primary object and one or more related objects. For standard report types, you will typically see this represented in the report type name.
You can have up to four related objects, and each can have the “with” or “with or without” distinction.

83
Q

Chart component type

A

Use a chart when you want to show data graphically. You can choose from a variety of chart types.

84
Q

Gauge type Component

A

Use a gauge when you have a single value that you want to show within a range of custom values

85
Q

metric type Component

A

Use a metric when you have one key value to display.

Enter metric labels directly on components by clicking the empty text field next to the grand total.

Metric components placed directly above and below each other in a dashboard column are displayed together as a single component.

86
Q

Table type Component

A

Use a table to show a set of report data in column form.

87
Q

Visualforce Component

A

Use a Visualforce page when you want to create a custom component or show information not available in another component type.

88
Q

Dashboard filter gotchas:

A

Filters can’t be added to dashboards that contain Visualforce components.
It’s not possible to filter on bucket fields. However, it is possible to use a report filtered on a bucket field on the dashboard page.
Filters aren’t applied when you schedule or email a dashboard.
You can’t filter data on a joined report in dashboard view or add a filter to a dashboard that only has joined reports.

89
Q

Viewer access

A

With Viewer access you can see the data in a report or dashboard, but you can’t make any changes, except by cloning it into a new report or dashboard. All users have at least Viewer access to report and dashboard folders that have been shared with them. (Some users may have administrative user permissions that give them greater access.)

90
Q

Editor access

A

When you are an Editor on a folder, you can view and modify the reports and dashboards it contains, and move them to and from any other folders you have Editor or Manager access to.

91
Q

Manager access

A

With Manager access, you have the keys to the kingdom. You can do everything Viewers and Editors can do, plus control other users’ access to the folder, change the folder’s properties, or delete the folder.

92
Q

Feed Tracking

A

To Enable option to follow a report or dashboard in Chatter.

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