Overview | Stand Object & Tabs Flashcards
To understand what standard functionality is included with Salesforce
What is a Lead?
A Lead is essentially an unqualified prospect. One lead = one person.
For instance, a collection of business cards gathered at a convention would usually be entered as new leads. When a lead is qualified, it is then converted into a contact, account, and opportunity. Web-to-lead will allow you to accept website submissions directly as Salesforce leads.
What is an Account?
One account = one organization.
An Account is typically an organization that is a qualified potential customer, an existing customer, partner, competitor, or has a relationship of similar significance.
The account is the glue that holds the relationships (contacts) and interactions (activities, opportunities, cases, etc.) with an organization. The standard Salesforce account is configured for B2B (business to business) relationships.
What is a Person Account?
One person account = one person.
Consider Person Accounts (requires feature activation) to establish B2C (business to consumer) relationships.
What are Contacts?
One contact = one person.
Contacts store an individual’s demographic information, such as phone numbers and email addresses, and are linked to accounts. If a contact is not linked to an account then it is a “private” contact and only viewable by the contact owner or salesforce administrator.
What is Data.com?
Data.com is a product offering from Salesforce that is a repository of both crowd-sourced and Dun & Bradstreet contact and account information.
You can use data.com to source new leads, contact, and accounts for your organization, as well as clean or update existing data.
What are Cases?
One case = one support issue.
* Cases are used to track support issues.* If a customer purchases a product or service, and calls in for support, this would get tracked using a case record.
An open case is unresolved, while a closed case is resolved. Email-to-case allows customers to email a generic address (e.g. support@company.com) to automatically generate a case. Web-to-case allows customers to submit a support request via a web form.
What are Solutions?
Solutions are used to document and communicate common resolutions to cases.
For instance, if customer A calls in with a problem and steps 1-5 must be taken to resolve the issue, these steps can be entered into a solution. When customer B calls in with the same problem, instead of retyping steps 1-5, the customer support agent can reference the solution to quickly communicate the resolution.
What is an Opportunity?
An Opportunity typically represents either a) a completed sale, b) a lost potential sale, or c) the potential for a future sale.
Opportunity data is referenced in forecasting.
What are Products?
Products are typically used to store information about the goods or services that your organization sells.
This would include specifics like the name, product code, MSRP or sale price, and other details.
What are Opportunity Products?
Opportunity Products** represent the products sold as line items within an opportunity** (e.g. 2 widgets for $5,000/each).
What are Price Books?
Price Books are used to establish different pricing structures for products.
For instance, your high-volume customers may receive a different price for many or all products than small-volume customers
What is a Quote?
A Quote can synchronize product data from its related opportunity record.
A quote can be easily generated in PDF format for email delivery.
What are Assets?
Assets represent the products associated with an account, and can be referenced for support issues.
For instance, a customer purchases a generator. This product would be listed on an opportunity as an opportunity line item. Upon sale completion, it may then be added to the account as an asset. When the customer calls in with a problem with the generator, a case is generated and references the asset.
What are Contracts?
Contracts are generally used to represent legal agreements with an account.
What are Campaigns?
Campaigns are used to track and measure marketing efforts.
Leads, contacts, and opportunities can be associated with campaigns. Campaign rollup summary fields, ROI reporting, and campaign hierarchy are then used to measure various campaign statistics.
What are Forecasts?
**Forecasts can be used to project revenue, and track sales quotas. **
There are multiple versions of forecasting. Many organizations use opportunity pipeline reporting instead of or in addition to forecasting.
