Sales and Marketing Applications Flashcards
1
Q
Sales Processes
A
- Allows the definition of a custom set of Sales stages that an Opportunity must pass through during the lifecycle from open to closed
- SF offers many ways to help Users through these types of processes, including forecasting, quotes, splitting revenue amongst team members, and orders
- Can be created to define a custom sequence of Sales stages
2
Q
6 Capabilities and Implications of the Sales Process
A
1.) Sales Deals and Stages
2.) Sales Process
3.) Forecasting
4.) Quotes
5.) Opportunity Splits
6.) Orders and Reduction Orders
3
Q
Sales Deals and Stages
A
- Opportunities are used to track Sales deals in SF
- They advance through various Sales stages until they are Closed-Won or Lost
4
Q
Forecasting
A
- Can be utilized to predict sales revenue and quantities from the Opportunity pipeline
- There are 5 types
5
Q
Quotes
A
Can be created from an Opportunity and related products to generate proposed prices of the products from a customer
6
Q
Opportunity Splits
A
- Splits revenue or other currency field values among the Opportunity team
- When enabled, a revenue split (must total 100%) and an overlay split (doesn’t have to total 100%) is added
7
Q
Custom Opportunity Split
A
- A feature to define up to 6 splits between Opportunity team members on any currency field
- Example: Defining how profit is split
8
Q
Orders
A
- An agreeement with a customer to provide products or services
- Agreement to supply a quantity of Product or service at a certain quantity and date
- Created from an Account, Contract, or from the ‘Order’ tab
9
Q
Reduction Orders
A
Can be used for cancellations, returns, or reductions
10
Q
Stage
A
- Key field to track the Opportunity as it advances
- Includes the following 3 stages:
1.) Type
2.) Probability
3.) Forecast Category - If no Opportunity Record Types are defined, then ALL sales _____ picklist values can be selected
11
Q
Type
A
Each stage is mapped to this, which defines whether an Opportunity in that stage should be regarded as Open or Closed in reporting
12
Q
Probability
A
Each Stage is mapped to this, which is used for calculating expected revenue
13
Q
Forecast Category
A
Each stage is mapped to this, which is used when displaying Forecasts
14
Q
Expected Revenue
A
- Calculated by multipling the Probability percentage by the Amount (Probability x The Amount)
- When the Opportunity stage changes, a default Probability value is set for that record
- The Probability field value can later be edited
15
Q
Forecasts
A
- A way of estimating revenue for products and services in the future based on Opportunities and their stages and values
- Before this can be used, Opportunity Stages are mapped to ________ categories
- Values are displayed in the different categories (ex: Pipeline, Best Case, Closed)
- Can be measured by revenue, quantity, or both
16
Q
Forecast Types
A
- Uses a specific type of data and determines how Salesforce calculates forecasts
- Up to 4 of these can be activated for Collaborative Forecasting
- An object, measure, date type, hierarchy, and custom filter can be selected for this
17
Q
4 Forecast Types
A
1.) Opportunity Amount Revenue/Quantity (Expected Revenue, Custom Currency Field Revenue)
2.) Product Family Revenue/Quantity
3.) Opportunity Splits Revenue
4.) Overlay Splits Revenue
- Note: These can ALL be enabled at the same time
18
Q
Forecast Categories
A
- Groups Opportunities together based on Opportunity stage
- Helps Sales Users estimate and plan the Sales cycle from pipeline to Closed sales
- These include:
1.) Closed
2.) Commit
3.) Most Likely
4.) Best Case
5.) Pipeline
6.) Omitted
19
Q
Territory Forecast
A
Helps view how expected sales compare between territories
20
Q
Quotes
A
- Records that show the proposed prices of the Org’s products and services
- When this is created from an Opportunity, the Opportunity products are added to this automatically
- Multiples ______ cna be associated with an Opportunity
- By a button click, Users can generate _____ pdf files and send them to the customers
- PDF’s are saved to the _____ record
21
Q
Quote Syncing Feature
A
- Feature which allows Users to link a quote to the Opportunity that it was created from and reflect updates made between the 2 records
- Only 1 _____ can be the _______ _____
- Does NOT sync custom Opportunity fields with custom _____ fields or custom Opportunity line item fields with custom quote line item fields
22
Q
Opportunity Splits
A
- Allows Opportunity Revenue or other Opportunity currency fields to be split among the Opportunity team members
- This feature NEEDS to be enabled
- Before enabling this feature, ‘Team Selling’ should be enabled FIRST from the Opportunity Team Setup
23
Q
2 Types of Opportunity Splits
A
1.) Revenue Splits
2.) Overlay Splits
24
Q
Revenue Splits
A
- Used to split the Opportunity amount field
- The total percentage allocated to members must ALWAYS be equal to 100%
- Will be used in revenue-based forecasts
- Allows a Sales team to track Opportunities and share Opportunity revenue with team members
25
Q
Overlay Splits
A
- Based on the ‘Amount’ field
- The percentage does NOT need to total to 100% and can be higher or lower
26
Q
Custom Splits
A
- Can be created to better fit the business operation requirements
- Up to 6 of these can be defined
- Can be defined on most Opportunity Currency fields, including custom currency fields and roll-up summary fields, but NOT formula currency fields
- These types of splits can be configured to be required to total 100% or not
27
Q
Order
A
- An agreement to provide products or services to a customer at a certain quantity, price, and date
- Can be related to an Opportunity and Quote with Lookups
- Can be created from an Account, Contract, or from the ‘Order’ tab
- Can be associated with a contract to track the fulfillment of the Contract agreement
- Has status values; default values are ‘Draft’ and ‘Activated’
- Other status values can be added; new values need to be mapped to a status category of ‘Draft’ or ‘Activated’
- NEEDS to be enabled in Setup in order to use
28
Q
Status Category Field
A
- This field is available in Service appointments, work orders, and work order line items objects
- It allows Users to use custom status values and still maintain a consistent work classification for tracking, reporting, and business process management
29
Q
Pricebook
A
- An object that stores the list of products and their prices
- To add products in Orders, this MUST be selected
30
Q
Activated
A
- When an order has been reviewed and is ready for shipment
- If the order is associated with a contract, the contract MUST be _________ before the order is _________
31
Q
Reduction Orders
A
- Used to record cancellations, returns, or a reduction in order quantity
- An order can have multiple of these applied
- This can ONLY be applied to 1 order though
32
Q
Contract Object
A
- Used to define and document the contracts, terms, or agreements associated with an Order, Account, or Opportunity
33
Q
Opportunities
A
- Tracks Sales deals and are used to produce the Sales forecast
- Advances through Sales stages tracking from ‘Open’ to ‘Closed/Won’ or ‘Closed/Lost’
34
Q
Sales Path
A
- Can be configured for Opportunity Stages in Lightning Experience
- A customizable visual representation that provides tailored guidance at each stage of the Sales process
35
Q
Homepage Assistant
A
Tool which helps assist and prompt Sales Users on what their next activity should be
36
Q
Opportunity Tools
A
- Aid Sales teams and management with creating an Opportunity to close it
- Includes features such as Sales Dashboards, Lead Scoring, Opportunity Scoring, and Assistant
37
Q
Team Selling
A
- Allows multiple team members that work together on an Opportunity to be defined
- Opportunity Team selling must be enabled for use in:
1.) Opportunities
2.) Opportunity Teams
3.) Settings - Involves all users working on a given opportunity and provides necessary access
- MUST be enabled before Opportunity Splits can be used
38
Q
8 Opportunity Tools
A
1.) Big Deal Alerts and Update Reminders
2.) Path
3.) Kanban
4.) Sales Console
5.) Clone Opportunities
6.) Team Selling
7.) Sales Dialer
8.) Macros
39
Q
Big Deal Alert
A
- Can be used to send notifications when an Opportunity of a certain value reaches a trigger probability and trigger amount
- The alert can be triggered from a Workflow Rule, Flow, or process and criteria defined
- The recipient email addresses and, optionally, Opportunity owner can be specified
- The Alert email will use a format defined by the page layout assigned to a User that is selected
- An Alert will be sent again if the probability drops below the trigger and reaches it again
- The Alert will trigger when the Opportunity reaches the trigger probability but will not send again if it goes higher
- When creating this, the Alert name, Trigger Amount, and Trigger Probability are required - This is triggered for Opportunities with the probability and amount equal or greater to the specified values
40
Q
Path
A
- This displays where an Opportunity is in the Sales process, what status a Lead is in, or the status process for any other standard or custom object chosen
- Can be set for each Record Type of an object
- These can be created for most standard and all custom objects that have picklists
- An adaptable, visual guide for Users along the steps in processes
- Key fields and guidance can be defined per step
- Can be defined per Record Type to keep it relevant to the data
- Lightning Experience ONLY feature
- These can be defined for the following objects:
1.) Leads
2.) Accounts
3.) Contacts
4.) Campaigns
5.) Opportunities
6.) Custom Objects
41
Q
Guidance
A
A space for tips, instructions, links, or company information that will help users succeed
42
Q
Kanban
A
- Displays the Opportunities in each stage of the Sales process within a List View
- Displays the total for each Sales stage
- Opportunities can be dragged and dropped between Sales stages
- This view can only show Opportunities for a single record type at a time
- Available on other standard and custom objects that have picklists
- Lightning Experience ONLY feature
- It shows Opportunities of one record type on a board with columns for each Sales stage - The totals for each Stage are displayed, and Opportunities can be moved between stages by dragging and dropping
43
Q
Sales Console
A
- A custom app that allows working on multiple related records in 1 dashboard interface
- Objects displayed and layouts used can be configured in this tool
- A record can be selected on the pinned (can be on the left or on top) display of list of records based on the object selected in the navigation list
- Components can be added and configured to increase the productivity of sales users
44
Q
Interaction Log
A
- Component in Sales Console which can be used to record notes about the selected record or the record on the primary tab
45
Q
Highlights Panel
A
- Component in Sales Console which can display up to 7 key fields from a record by configuring the object’s compact layout
46
Q
Macro Functionality
A
- Component in Sales Console which is available to automate steps applied to a record
47
Q
Subtabs
A
Component in Sales Console which is used for selecting the type of records and to work with multiple records
48
Q
History Component
A
Component in Sales Console which shows the list of recently visited primary tabs and subtabs
49
Q
Record Details
A
Component in Sales Console where the record details and feed of the record are displayed
50
Q
Clone Opportunities
A
Users can creating Opportunities from existing Opportunities and include its related records
51
Q
Team Selling
A
An Opportunity team allows multiple Users to work together on an Opportunity
52
Q
Sales Dialer
A
- Sales reps can use this tool to access telephony features without ever leaving Salesforce
53
Q
Voice Mails
A
- Sales Dialer feature where Sales reps can record multiple voicemail messages for different types of prospects
- Agents can receive and store up to 20 voicemail messages
54
Q
Local Presence
A
Sales Dialer feature which dynamically displays phone numbers with the same area code as the Prospects
55
Q
Call Bridge
A
- Sales Dialer feature which Sales reps can use to make or receive Sales Dialer calls with their desk or mobile phone
- A separate business line can be used while getting all the benefits of Sales Dialer
56
Q
Call List
A
- Sales Dialer feature where Sales reps can create a list of contacts to be called
- Telephone numbers can be added from list views and record detail pages
57
Q
Call
A
- Can be made and received, added, and logged
- Auto-log functionality allows ____ details to be added to the activity timeline automatically
58
Q
Phone Fields
A
To make calls from Salesforce, Sales reps can click these in Lightning Experience, such as numbers on Contacts, Leads, and list views
59
Q
Record Calls
A
- Calls can be recorded by default by turning on the feature from the ‘Recording Management’ page in Setup
- Users have the option to not record the calls to comply with specific privacy rules
60
Q
Call Recording
A
- Included in Sales Dialer feature; a button in the call panel can be used to start and pause call recordings
- The panel also indicates whether a call is being recorded
61
Q
Multi-Tasking
A
- Sales Dialer feature; since calls appear in the utility bar, Sales reps can perform multiple tasks while on a call, such as access relevant records, add call notes directly in the call panel, or create tasks, events, or other records related to the call
62
Q
Call Monitoring
A
Sales Dialer feature; sales managers can silently monitor the calls of their Sales reps and improve their sales performance through coaching
63
Q
Macros
A
- Can be used to automate tasks on most standard and custom object records, including Accounts, Contacts, Leads, and Opportunities
- Works on all objects that allow quick actions and have a customizable page layout
- Can be accessed in the utility bar of the Lightning Sales console
- Quick Text, Email Templates, and Attachments can be used in these type of instructions
64
Q
8 Products and Pricebooks
A
1.) Products
2.) Product Line Items
3.) Product Schedules
4.) Standard Price Book
5.) Custom Price Book
6.) Standard Price
7.) List Price
8.) Sales Price
65
Q
Products
A
- Items and services sold by a company and their standard prices
- Can be added to an Opportunity, Quote, Order, or Service Contract
- Can also be associated with a revenue or quantity schedule
66
Q
Revenue Schedule
A
- Can be used if customers make regular payments but receive the product once
- For example, this can be used if a company sells customized products that are charged in installments but delivered only once
- When defining this, the dates, revenue amounts, the number of quantity installments recognizing revenue, or other use can be specified
67
Q
Quantity Schedule
A
- Can be used if customers pay once but receive the product in increments
- For example, this can be used if customers pay for an annual magazine subscription once for a monthly magazine
- When defining this, dates, the number of units, and the number of installments for payments, shipping, or other use can be specified
- When a Product quantity is delivered over time and allows tracking of shipping dates
68
Q
Price Book
A
- A group of products and their associated prices
- Can be created from the object List View
- Org-wide sharing can be set to ‘Use’, ‘View-Only’, or ‘No Access’
69
Q
Price Book Entry
A
An individual product and its associated price
70
Q
Standard Price Book
A
- The master list of all the products and their standard prices
- Used if only one price is needed for all customers
71
Q
Custom Price Book
A
A separate list of products with custom prices
72
Q
Standard Price
A
Each product has a default ____________ in the standard price book
73
Q
List Price
A
The custom price that Users can associate with a product in a custom price book
74
Q
Sales Price
A
The price determined by a Sales rep
75
Q
Salesforce CRM Dashboards
A
Sales and Marketing Dashboards can be searched by typing this in AppExchange
76
Q
Marketing Executive Dashboard
A
Can be used by VP’s and directors to find out if efficient campaigns are being created or leads are being generated and converted
77
Q
Sales Executive Dashboard
A
Can be used by Sales Executives to display an overall view of how the org is doing in any given month
78
Q
Sales Manager Dashboard
A
Provides Sales Managers an overview of team performance
79
Q
Salesperson Dashboard
A
Can be used by Sales Reps to track their sales against quota
80
Q
Dashboard Components
A
- Used to show report data in a different visual chart display
- Different types, such as Gauge, Chart, Metric, can be used
- ALL report formats can be used, but tabular reports MUST be limited by row
81
Q
Dashboard Filter URL
A
- A custom URL that includes filter parameters that can be created for a dashboard
- The URL can be accessed later to open the dashbaord with the filters already set
82
Q
Lead Score Calculation
A
- Accomplished by creating various custom fields for different factors and calculating them together to form a single value
- Criteria can be defined in Salesforce by creating custom fields for lead scoring factors that need to be considered
- Custom fields can be used for calculating lead scoring points using custom formula fields
- The total lead score of the lead can be calculated by adding all the lead scoring points using another formula field
83
Q
Budget
A
- Custom field which indicates whether a prospect has the budget for purchase
- Ex: IF (Budget__c, 5, 0)
84
Q
Primary Decision Maker
A
- Custom field which indicates whether a prospect has the decision-making authority with regards to making purchases
- Ex: IF (Primary_Decision_Maker__c, 5, 0)
85
Q
Product Relevance
A
- Custom field which shows whether a product offered by the company is relevant to the needs of the prospect
- Ex: IF (Product_Relevance__c, 5, 0)
86
Q
Timeline (Days)
A
- Custom field which shows the number of days required by the prospect to make a purchase
- Ex: IF (Timeline__c <=30, 5, 0)
87
Q
Rating
A
- Standard field which can be modified by adding values that suit the requirement for calculating the lead score
- Ex: CASE(Rating, “Very Hot”,5, “Hot”,4, “Warm”,3, “Cold”,2, “Very Cold”,1,0)
88
Q
Einstein Lead Scoring
A
- Uses data science and machine learning to score leads based on the company’s successful conversion patterns
- All leads or only a subset that meet a certain criteria can be scored
- A ‘Lead Score’ field is added to leads. Sales users can prioritize leads based on the lead score
- Leads with higher scores are similar to leads that have converted in the past
89
Q
Einstein Opportunity Scoring
A
- Gives each opportunity a score from 1 to 99
- The score is based on information about the Opportunity owner (such as yearly win rates), record details, history, and related activities of the Opportunity and related account
- This field appears on:
1.) Opportunity Records
2.) Reports
3.) List Views
4.) Forecasts page, if Collaborative Forecasting is enabled - Part of Sales Cloud at NO extra cost
90
Q
Assistant
A
- A standard Lightning component available for the Home Page that allows sales users to view important updates about their Leads and Opportunities over the course of the day
- Various types of updates are displayed: Leads assigned to the User today, Opportunities with overdue tasks, Opportunities with no activity in 30 days, Opportunities with no open activity, and Overdue Opportunities
- This tool shows up to 10 updates at a time
- Updates about leads are displayed before updates about Opportunities
- Global actions that allow a User to create a new task, create a new event, or send an email can be displayed in this tool
- They need to be included in the related global publisher layouts
91
Q
History Component
A
Component in Sales Console which shows the list of recently visited primary tabs and subtabs
92
Q
Opportunity Workspace
A
- A Lightning Experience only feature that provides a view of all information related to an Opportunity
- Displayed to guide users through the different stages
- The key fields defined for the Opportunity Stage are listed
- Any guidance defined for the stage is displayed, which can be in the form of reminders, tips, links, and other ways to help move the opportunity to the next stage
- Related information about the Opportunity are shown in the Related Lists added to the page layout
- Tabs are available for creating Calls, Tasks, Events, Sending an Email, using Chatter features, or accessing the record details
- Combines all the different information needed by Sales reps to be productive and efficient
93
Q
Pipeline Inspection
A
- Provides sales managers greater visibility of their pipeline by providing informationon key metrics, Opportunities, and weekly changes
- Filters can be applied to narrow the view by criteria or to help identify areas of concern
- Custom views and filters can also be created
- Recent changes to amounts, close dates, forecast categories, and stages, as well as the number of days since the last activity, are highlighted
- Key performance indicators for Sales pipelines are displayed as metrics, such as ‘Open Pipeline’ and totals for different forecast categories
- The fields that provide more information about the Opportunity pipeline include Age, Days in Stage, Important, Push Count, etc.
- Details related to past and upcoming activity are displayed when an Opportunity is clicked
- Aggregate activity counts are also shown
- Opportunities are categorized into high, medium, and low tiers
- This falls under the Sales Cloud Included license in Performance and Unlimited editions, and is a paid add-on for others
- The ‘Flow’ tab can be accessed to view the Pipeline Flowchart that shows changes to opportunities in different forecast categories over time
- Filters for close date and user can be applied in the Pipeline Flow chart to view specific opportunities
- Time period can also be specified
- A user needs the Revenue Intelligence User or the Revenue Intelligence Admin permission set to access the Flow tab
- The feature must also be enabled in Setup
94
Q
Eintein Deal Insights
A
- Based on previously closed deals, this tool can predict if an Opportunity scheduled to close on a certain month is unlikely to be wonduring the same month
- It also includes recommended actions.
95
Q
Opportunity Teams
A
- Can be created and managed in Lightning Experience
- Opportunity Owner gives access and a role to a team member for the Opportunity
- Before adding this, each User must define this type of team in their personal settings
- List of available roles can be edited from Setup
- Aside from internal users, partner users can be included in this type of team using Lightning Experience or the Salesforce mobile app
- Records multiple users that work together on an Opportunity
- The role and access level can be specified for each user
- Each user can specify a default team that can be added automatically to an Opportunity
96
Q
Account Teams
A
- Used to simplify access for a Sales team to an account
- Each team member has a role, and their access to the account specified
- Available roles can be edited from Setup
- Available in BOTH Salesforce Classic and Lightning Experience
97
Q
Contact Roles
A
- Allows different contacts and their roles to be tracked on each Opportunity
- Can be added directly from the record page
98
Q
Opportunity Insights
A
Provides deal predictions, follow-up reminders, and key moments
99
Q
Account Insights
A
Provides relevant and up-to-date news articles and posts that keep Users informed about a specific account
100
Q
Leads
A
- Used to track Prospects in SF
- After qualifying these individuals, they can be converted into Accounts, Contacts, and/or Opportunities
- Events and Tasks can be associated with this
101
Q
Campaigns
A
- Standard object which can be used to store marketing efforts that are used to obtain Leads and store them in SF
- Tracks marketing information about direct mail programs, seminars, print ads, e-mails, and other kinds of marketing activities in SF
- Can be created to market directly to Leads so that Prospects can be turned into Sales Opportunities
- It IS possible to organize these into hierarchies to analyze what works best for the company’s sales
- SF can be used to record, manage, and report on these
102
Q
10 Capabilities of Lead Automation Tools
A
1.) Lead Process
2.) Lead Queue
3.) Duplicate Leads
4.) Lead Tools
5.) Lead Conversion
6.) Lead Workspace
7.) Lead Assignment Rules
8.) Lead Auto-Response Rules
9.) Web-To-Lead
10.) LinkedIn Lead Gen
103
Q
Lead Process
A
- 1st capability of Lead Automation Tools
- Can be defined for the steps in a Lead lifecycle
- Can be associated with a Record Type
- Allows us to capture a specific business process
104
Q
Lead Queues
A
- 2nd capability of Lead Automation Tools
- Can be created to store Leads before they have an owner
- Allows for Leads to be assigned to a group of Users who are responsible for certain criteria
- Ex: Assignment rules can be used to direct leads to different queues based on defined criteria
105
Q
Duplicate Leads
A
- 3rd capability of Lead Automation Tools
- Can be used to check Leads for duplicate records
- Up to 3 Leads can be merged
106
Q
Lead Tools
A
- 4th capability of Lead Automation Tools
- Contains various tools that can be utilized for Mass Actions
107
Q
Lead Conversion
A
- 5th capability of Lead Automation Tools
- A Lead can be converted into an Account, Contact, and Opportunity
108
Q
Lead Workspace
A
- 6th capability of Lead Automation Tools
- Used to view ALL information related to a Lead
- Record page which contains:
1.) The Lead Sales Path
2.) Twitter profile, where recent tweets can be viewed
3.) Guidance defined for the Lead Status in the Sales Path
4.) Notes and Attachments, where any notes and attachments related to the Lead are displayed
5.) Key Fields defined in the Sales Path
6.) Details tab, where the Lead fields can be accessed
7.) Collaborate tab, where Chatter features such as Posts and Polls can be accessed
8.) Activity Tab, where Calls, Tasks, Events can be created and Emails composed and sent
109
Q
Lead Assignment Rules
A
- 7th capability of Lead Automation Tools
- This can be used to assign a Lead to a User or queue
110
Q
Lead Auto-Response Rules
A
- 8th capability of Lead Automation Tools
- Can be used to send an e-mail to a person that submitted a Lead from a web-to-lead form
- A number of these can be set up but only 1 can be active at a time
- Each rule can have one or more rule entries where field criteria or a formula can be specified
- The rule entries are evaluated one at a time and as soon as a match is found, the assigned e-mail template is used to send an email
111
Q
Web-To-Lead
A
- 9th capability of Lead Automation Tools
- Can be used to generate Leads from information submitted by online visitors
- Used to save Lead details from a company website to a Salesforce org
- There is a limit of 500 new leads per day
- Standard and custom fields can be included
- Leads saved from here will trigger Auto-Response and Assignment Rules
- Salesforce will generate the HTML code that can be added to a website
- If a Lead does not match a lead assignment rule criteria, it will be assigned to a default Lead Owner specified in Lead settings
112
Q
LinkedIn Lead Gen
A
- 10th capability of Lead Automation Tools
- Leads can be automated from these types of advertisements
- Can be integrated into Salesforce
- When prospective customers fill out a form on the company’s LinkedIn ad, the data is converted directly to new leads in Salesforce
- The new leads can be assigned to a user or queue automatically
- Up to 500 leads can be added from LinkedIn per day
- Default field values can be set up for leads from this site, and form fields can be mapped to lead fields
- Each form can have up to 3 optional questions which can be mapped to custom fields
113
Q
Lead
A
- A person that may be interested in an organization’s products or services
- May also be known as a Prospect
- By default, Last Name, Company, and Lead Status fields need to be populated before a record can be created
114
Q
Lead Status
A
- Contains the Lead process values defined for the Lead Life Cycle
- Ex:
1.) Open
2.) Contacted
3.) Unqualified
4.) Qualified (Converted)
115
Q
Lead Source
A
- Where the Lead originated from
- Ex: Web, Phone Call, etc.
116
Q
Lead Owner
A
The user or queue that owns the Lead
117
Q
Lead Process Values
A
- Obtained from the Lead Status picklist
- These values can be removed or added based on the business requirement
118
Q
Lead Actions
A
- ## Quick actions to add new or update existing Lead records directly from the List View
119
Q
Lead Assignment Rules
A
- Can assign a Lead to a User or Queue according to matching field values with the assignment criteria
- A number of rules can be setup but only one can be active at one time
- Each rule can have one or more rule entries where field criteria or a formula can be specified
- The rule entries are evaluated one at a time,and as soon as a match is found the Lead is assigned
- Used in BOTH Data Loader and Data Import Wizard
120
Q
reCAPTCHA Verification
A
- May be required to be enabled to reduce spam and reject Leads without verification
- This type of verification can be used to reject any bogus Leads
121
Q
Campaign
A
- Standard object which can be used to store marketing efforts that are used to obtain Leads and store them in SF
- Tracks marketing information about direct mail programs, seminars, print ads, e-mails, and other kinds of marketing activities in SF
- Can be created to market directly to Leads so that Prospects can be turned into Sales Opportunities
- It IS possible to organize these into hierarchies to analyze what works best for the company’s sales
- SF can be used to record, manage, and report on these
- Targets can be existing Leads, Contacts, Accounts, or New Leads imported
- Execution takes place OUTSIDE of SF, and SF has a mass e-mail limit of 5,000 per day
- An AppExchange app can be used to send more mass e-mails
122
Q
10 Capabilities of Campaign Management
A
1.) Marketing
2.) Campaign Path
3.) Campaign Members
4.) Member Status
5.) Campaign Response
6.) List E-mail
7.) Campaign Hierarchy
8.) Campaign Influence 1.0
9.) Customizable Campaign Influence
10.) Campaign Statistics and ROI
123
Q
Marketing
A
- 1st capabillity of Campaign Management
- Campaigns are used to track marketing activities, such as online and print advertising
124
Q
Campaign Path
A
- 2nd capabillity of Campaign Management
- In Lightning Experience, this can be used to manage the lifecycle of Campaigns
125
Q
Campaign Members
A
- 3rd capabillity of Campaign Management
- Leads, Contacts, and Accounts can be added to a Campaign as Members
126
Q
Campaign Member Status
A
- 4th capabillity of Campaign Management
- Defined for each campaign in order to track the status of its members
- Provides information on the response of the members
- Up to 50 entries can be added when creating new values
- 1 entry should be selected as the default value
- Each Campaign record can have customized status values
- To reuse these values, Clone a Campaign with the values already set up
- Leads, Contacts, or Accounts can be added to a Campaign as a “Member”
- This uses the following statuses in order to track the status of a member:
1.) Sent
2.) Attending
3.) Decline
127
Q
Campaign Response
A
- 5th capabillity of Campaign Management
- After the execution of a Campaign, the member responses can be updated
128
Q
List E-Mail
A
- 6th capabillity of Campaign Management
- In Lightning Experience, this can be used to send an e-mail to all the members of a Campaign
129
Q
Campaign Hierarchy
A
- 7th capabillity of Campaign Management
- Where related Campaigns can be linked together
- There can be up to 5 levels and an unlimited number of sibling campaigns
130
Q
Campaign Influence 1.0
A
- 8th capabillity of Campaign Management
- A feature that helps the org associate their marketing efforts to match with the Opportunity record results
- Can be used to track Campaigns that have influenced Opportunities
131
Q
Customizable Campaign Influence
A
- 9th capabillity of Campaign Management
- Can be created to attribute revenue across multiple Campaigns
132
Q
Campaign Statistics & ROI
A
- 10th capabillity of Campaign Management
- Can be used to both analyze a Campaign and show the Campaign’s return on investment ( calculated as: (Total Value of Won Opportunities – Campaign Actual Cost) / Campaign Actual Cost) * 100)
133
Q
Marketing User
A
- Users with appropriate permissions can use the Data Import Wizard to import Contacts, Leads, and Person Accounts or update Campaign Member status
- ONLY these designated Users can create, edit, and delete Campaigns
134
Q
2 Types of Campaign Influence Available in Salesforce
A
1.) Campaign Influence 1.0
2.) Customizable Campaign Influence
135
Q
Campaign Influence 1.0
A
- The original version that helps record a Campaign’s influence on an Opportunity
- Only available in Salesforce Classic
- Contains the Campaign Influence related list, which tracks Campaigns that the influenced the creation of Opportunities. Multiple campaigns can be added, but only 1 can be marked as the Primary Campaign source
- Campaigns can be added automatically (after enabling) and will add Campaigns to Opportunities if a Contact that is associated with a Campaign is assigned a Contact role on the Opportunity prior to the Opportunity Close Date and within a defined timeframe
136
Q
Customizable Campaign Influence
A
- Helps associate percentages of influence to multiple Campaigns or 100% to a single Campaign
- Available for BOTH Classic and Lightning Experience
- More advantageous as it is supported for Lightning Experience, and can be used with multiple attribution models, locked models, API access, and reporting
137
Q
Campaign Influence Models
A
- Can be created to attribute revenue across multiple campaigns
- Needs to be enabled in order to use
- Records can either be manually added or automatically added via triggers or Process Builder
- If records should not be manually added, the model can be locked
138
Q
Primary Campaign Source Model
A
- The standard model that comes with Customizable Campaign Influence
- It assigns 100% influence to the Campaign that is selected as the Primary Campaign Source
139
Q
Custom Campaign Influence Model
A
- Allows Users to manually identify how much a specific Campaign influences an Opportunity
- Custom models can also be selected as the default model
140
Q
Campaign List E-mail
A
- Where e-mails are sent to multiple Campaign members
- Can be sent directly to ALL members of a campaign
141
Q
Opportunity Sales Stages
A
- A way to track the lifecycle of an Opportunity from Open to Closed
- Stages are mapped to a type, probability, and forecast category
142
Q
Revenue Product Schedule
A
Allows tracking of revenue that is not received up front and is paid in installments or a subscriptions
