Sales Admin Cert Exam Study Questions 7.6.2020 Flashcards
Which set of information can an admin specify in the company information page?
Org name, default time zone, default language
Which two sets of parameters are configured using locale settings
- Time and number display format
2. First/Last Name and date format
Which user interface setting should be used to allow users with all required profile permissions to edit records in list views
- enable inline editing
2. enable enhanced lists
Allows for mass editing of record fields straight from a list view
enable inline editing
gives you the ability to quickly view, customize and edit list data to speed up your daily productivity
enabled enhanced lists
Salesforce users complain that global search returns too many records. Which two configuration should an admin perform to help users manager search results?
- specify the search filter fields for the objects search layout
- reduce the number of record displayed fro each object in the search results page
what do admins use to customize the home page?
Lightning app builder
A new hire has joined the customer service team to interact with customers and handle cases. The user needs access to the service console to manage the cases and customer information. What should and admin do to assign a service cloud user license to a new user?
enable Service cloud user on the user record detail page
Feature license can be found where?
User profile pages
employee is receiving a log in error. What should a admin do first to troubleshoot log in error message?
Check the users log in history related list on the user record
What are two reasons a user cannot be deactived?
- The user is the recipient of workflow email alerts
2. the user is a customer community admin
Determines the baseline of the features that the user can access.
User License
a collection of setting and permission that give users access to various tools and functions. The setting and permission in a permission set are also found in profiles but permission sets extend users functional access without chaning their profiles
Permission Set
Define how users access objects and data, and what they can do within the app.
Profile
What is the limit of customize fields?
800
A dependent picklist can be what type of picklist
Custom or multi picklist
Custom or multi-select picklist for which the valid values depend on the value of another field called the controlling field
Dependent pick list
Controlling fields can be any picklist or ___ field on the same record
checkbox
Determines the business processes, picklist values and page layouts that are available when creating records
record types
Open protocol to allow secure data sharing between apps
Oauth 2.0 protocol
When users want a seamless access to the org and apps without logging in repeatedly
SAML protocol
Which portocol allows secure data sharing between apps?
OAuth
which language is SAML based on?
XML
When does salesforce acts as identity providers to external applications?
A user logged into salesforce can flow through to the external application
What are the three data models to OWD?
Private, Public and Hybrid
Public OWD defaults means what?
You share your data with everyone
Private OWD defaults means what?
You lock all information down and strategically open up who people need it
Helps your classify access requirement to different types of users
Profiles
Additive permission on top of profles
Permission sets
What gives you access to records you dont own?
Role hierarchy
Object level security is set by what?
Permission sets and profiles
Object level security lets you hide what from a user?
Tabs and Objects
You specify object permissions by?
Profiles and permission sets
What are a collections of setting and permissions that determine what a user can do in the application?
Profiles and permission sets
Profiles are typically defined by a users what?
Job function
How many profiles can a user have?
1
What can you use to grant additional permission and access settings to users?
Permission sets
Field level security is controlled by what?
Permission sets and profiles
Object level security and field level security are controlled by what?
Permission sets and profiles
What would you use if some users need access to object but limit access to individual fields in the object?
Field level security
Control whether a user can see, edit, and delete the value for a particular field on an object
Field-level security—or field permissions
only control the visibility of fields on detail and edit pages
Page Layouts
Control the visibility of fields in any part of the app, including related lists, list views, reports, and search results
field permissions
True or False Field-level security doesn’t prevent searching on the values in a field.
True
Give users access to some object records, but not others
Record-level security
To specify record-level security, you must do what first?
Set your organization-wide sharing settings, define a hierarchy, and create sharing rules.
The first step in record-level security is to determine the?
Organization-wide sharing settings for each object
You use organization-wide sharing settings to lock down your data to the most restrictive level, and then use what to give access to users?
Record-level security and sharing tools to selectively give access to other users
Once you’ve specified organization-wide sharing settings, the first way you can give wider access to records is through what?
Role Hierarchy?
Primarily control a user’s record-level access through role hierarchy and sharing rules
Roles
Lets you make automatic exceptions to organization-wide sharing settings for particular sets of users, to give them access to records they don’t own or can’t normally see
Sharing rules
Only used to give additional users access to records—they can’t be stricter than your organization-wide default settings
Sharing rules
record owners can use ____ sharing to give read and edit permissions to users who would not have access to the record any other way
Manual
If sharing rules and manual sharing don’t give you the control you need, you can use what?
Apex managed sharing
When you use Apex managed sharing to share a custom object, only users with the “____ ___ Data” permission can add or change the sharing on the custom object’s record, and the sharing access is maintained across record owner changes.
“Modify All Data”
Sharing allows developers to programmatically share custom object
Apex managed
define how users access objects and data, and what they can do within the application. When you create users, you assign a _____ to each one.
Profile
is a collection of settings and permissions that give users access to various tools and functions
permission set
The settings and permissions in permission sets are also found in?
profiles
extend users’ functional access without changing their profiles.
permission sets
In permission sets, permissions and settings are organized into___and _____ _____
app and system categories
Assigned app settings specify the apps that users can select in the ____ Platform app menu.
Lightning
____permissions give you a way to provide access to custom processes or apps.
Custom
You can assign permission sets to a single user from the ____ detail page or assign multiple users to a permission set from any permission set page.
user
A permission ___ ____ streamlines permissions assignment and management
set group
Activities include?
tasks, events, and calendars
What feature would you use to track changes to settings in salesforce?
setup audit trail
How many days worth of changes to setting can you download ?
180 days
How many setting changes can be you view directly within setup? (without downloading history)
the 20 most recent
If a delegate makes a setup change on behalf of an end user, what data is logged within setup audit trail
the usernames of both the end and delegated users
filters that allow us to change the contents of a picklist based on the value of another field.
Field dependencies
limit the records available in the lookup
Lookup filters
Creates a relationship that links this object to another object
Lookup Relationship
The _____ field allows users to click on a lookup icon to select a value from a popup list. The other object is the source of the values in the list.
relationship
allow you to define calculations that reference other fields to display new numeric, text, date, or checkbox values specific to business requirements
custom formula fields
A read-only field that derives its value from a formula expression you define
formula
determine the business processes, page layouts, and picklist values users have access to.
Record types
Control the fields, sections, related lists, and buttons that appear when users view or edit a record.
page layouts
a custom layout for creating pages in lightning experience and the salesforce mobile app
A Lightning Page
What can you build with the lightning app builder
- at a glance, dashboard stype apps
- apps optimized for a partucular task
- simple, single page apps with drill down capabilities
Allows you to track changes on up to 20 standard or custom fields on an object which can be viewed on a record’s History related list or through History reports
enable history tracking
Enabling history tracking, which allows you to track changes on up to____ standard or custom fields
20
Allows you to specify your own criteria to prevent users saving invalid data in one or more fields.
validation rules
If you’re doing business with a single person, like a solo contractor or an individual consumer, you use a special account type?
Person accounts
The account hierarchy shows what companies what?
affiliation
To allow contacts to be associated with multiple accounts what must an admin enable
Contact to multiple accounts
The account listed on a contact on a record is what?
the primary account also known as direct relationship
Secondary accounts attached to a contract record are called what?
indirect relationship
What are the two basic choices to establishing account heirarchies?
- global Enterprise account
2. location specific accounts
You could establish one ___ account and link all contacts, opportunities, cases, and so on to that single overarching account.
global
To make account teams faster to use, you can set up your own personal ____ Account Team in your personal settings.
Default
What two types of account-contact relationships can you see in Contacts to Multiple Accounts?
direct and indirect
How do you set up the account hierarchy?
add a parent account to the accounts record
Who should be on your personal Default Account Team?
coworkers you usually work with on your account
People and companies that you’ve identified as potential customers.
Leads
You can add leads by importing a file into Salesforce or through an automatic process?
Web-to-Lead form
collects leads from your business website.
Web-to-Lead form
What two ways can you assign leads?
owner or queue
What does an admin set up to assign leads through web to form process?
lead assignment process
If the lead is involved in any marketing campaigns, they are listed in the ____ _____ for the lead.
Campaign History
indicates that you believe the lead has a use for and interest in your products, and that a sale is a definite possibility.
qualifying a lead
When you qualify a lead, you can convert the lead record into an ?
opportunity
You can use Process Builder to automate the standardization of _____ names
opportunity
what two ways can you create opportunities
- existing accounts
2. converting qualified leads
What are deals in progress
Opportunities
moves through a series of stages linked to the types of tasks being performed, and the likelihood of completing the sale.
opportunity
In an opportunity, you can estimate the likelihood of a sale based on what?
Deal stage
In an opportunity, each stage is assoicated with what?
probability of winning the deal
Probabilities are used in creating what?
forecasts.
______roles on opportunities tell you which contacts you’re dealing with and how each contact is related to the opportunity.
Contact
You can also use ____ _____to link contacts from other accounts to the opportunity
contact roles
What must the admin enabled for adding an opportunity team helps team members work together and track the opportunity’s progress.
enabled team selling,
account team members can be expected to form a what type of relationship
long-term
What can an admin enable to give opportunity team members incentive to complete a deal by letting the opportunity owner share credit?
enable opportunity splits
How can you add or adjust splits on an opporunity?
opportunity owner or above the owner in the role hierarchy
Crediting team members who are directly responsible for the revenue on an opportunity
Revenue splits
Revenue splits always total what?
100%
An_____ split gives you a way to credit supporting team members
overlay
It can total any percentage of the opportunity amount, including a percentage over 100%.
overlay split
What can you expect from opportunity teams?
they share information, tips, or contact to help close a deal
To close a deal, you need support from a solution engineer. What split type do you use to assign credit for the solution engineer?
A revenue split for you and an overlay split of 50 for your solution manager
shows you at a glance where the record is in your sales process. It’s a quick indicator that helps you visualize where you are and where you’re going.
Path
highlight the information you need the most when you open a record, so you don’t have to switch tabs or scroll around to find critical data.
Key Fields
visual summary of the records in a list view.
The Kanban view
By default, the Kanban for opportunities is organized by?
Stage
If an opportunity doesn’t have any upcoming tasks or events, the Kanban card shows a ____symbol (2) to let you know that you might need to set an activity so your deal doesn’t stall out.
warning
You have a dozen open opportunities from different companies, but when you check the Kanban view of your All Open Opportunities list, you only see opportunities for one account. What should you do
check the filter panel to see if record are being filtered out
Your reps track the products they sell to customers using what?
product record
When you create products in Salesforce, you add what to each?
Standard price
What do you use to track a product that has more than one price?
multiple price books.
show your customers the prices of the products and services your company offers.
Quotes
what opportunity stage is required in order to add a quote?
Proposal/Price Quote
How do you Organize, share, search, and manage content within your organization and across key areas of Salesforce ?
CRM Content.
Rather than keep files in folders that make content difficult to find, Salesforce CRM Content stores files in fully searchable file repositories known as?
libraries
ensures that you receive an email notification when new versions are published or changes are made to the file’s properties.
Subscribing
provides document details at a glance, including document title, author, description, tags, libraries, comments, votes, versions, subscribers, and downloads
Previewing
Uploading new or revised files in Salesforce CRM Content
Contributing
What needs to be enabled to send content to colleagues, leads, and contacts and then track how often the content has been previewed or downloaded.
content delivery feature
What are the simplified content management task?
organizing, searching,subscribing, previewing, contributing and reviewing usage and providing feedback
helps your sales reps adopt and adhere to your company’s sales processes without getting sidetracked
ales paths
What are two ways to cutomize a sales path?
- Set up the sales process
2. configure the sales path
You set which stages appear in your path
Set up the sales process
This is where you pick which fields to show and guidance
configure the sales path
maps out the stages an opportunity follows through its sales cycle, affecting what’s available to view in a sales path.
A sales process
determine the business processes, picklist values, and page layouts that are available to you when creating records
Record type
Before you can cusotmize a sales path, you must what first?
Create a record type
visual summary of all the opportunities for a particular sales path.
Opportunity Kanban
If a company wants to use kanban but uses multiple sales path,what would you do?
create a separate list view for each and filter by record type
easy-to-use customer service application that can help you provide and track excellent service.
Service Cloud
What is the heart of Service Cloud and will assist help desk that lets anyone on your service team (or anyone at your company) see a personalized view of each customer and their case.
Service Console
customizable record in Salesforce that tracks and describes a customer issue, complaint, request
A case
All unifying information about a customer is stored on a case, including account, contact, product, and history data so that anyone on your service team can jump in to help.
Case Management
Whether the case arrived by email, phone call, web chat, social media, or text message, a support agent can quickly respond to it from the console. Agents can track any useful information and engage with customers on their favorite channels, devices, or apps to provide a great service experience.
Channels & Digital Engagement
When a case arrives, its information is automatically assessed and routed to the right people to match any custom workflows set up for your team
Automatic Workflows
Find, share, and store articles or answers related to cases to speed up service. Or, let customers find answers on their own from your self-service website or community.
Knowledge Base
Dynamic agent interface
lightning console
What are key benefits of the Lightning Service Console?
Preconfigured pages and productivy toold and service
To update a customer case with a comment:
select a case from the cases tab and share a post
