(Sales and Marketing Applications I 14%) identify appropriate sales productivity features

Question 1

Identify the main features of a Sales Console

Answer 1

interaction log, highlights panel, macro, subtabs, history component, record details

Question 2

Explain the use of Path for tracking a sales process in Lightning Experience

Answer 2

graphically displays where an opportunity is in the sales process, what status a lead is in ect. during the processes

Question 3

Explain the use of Kanban View in Lightning Experience to visually display the Opportunities in each stage

Answer 3

users visually see where each account is in the sales process. They can drag and drop as they move along the process. displays the total for each stage so you can see how much money is in every stage.

Question 4

what is a kanban view?

Answer 4

visually displays opportunities in each stage within list view

Question 5

Sales console component: Interaction Log

Answer 5

can be used to record notes about selected record or the record on the primary tab

Question 6

Identify the main features of Sales Dialer

Answer 6

allows sales reps to access telephony features without ever leaving salesforce. features include:

Voicemails: record multiple voicemail messages. Can store up to 20
Local presence: displays phone numbers in the same area code as prospects
Call bridge: make or receive sales dialer calls with their desk phone or mobile phone.
Call List: create a list of contacts
Call: calls can be made, notes can be added, call information can be logged.
Phone Fields: make calls from sales force by clicking on number fields.
Call Recording: record calls
Multi-Tasking: calls appear in utility bar so sales reps can preform multiple tasks while on call.
Call Monitoring: sales managers can silently monitor the calls to improve sales process.

Question 7

what is and the different elements of an Opportunity Workspace in Lightning Experience

Answer 7

Provides view of all information related to an opportunity. Sales path, Key fields, Tabs, Guidance, Opportunity, Open Tasks picture in focus on force

Question 8

Sales console component: Subtabs

Answer 8

Sub tabs for a primary tab where you can have multiple different tabs open of the same record all in one place. Great way to work with multiple records and the details that come with them all at once.

Question 9

Sales console component: History Component

Answer 9

shows the list of previously accessed records

Question 10

Sales console component: Record Details and feed

Answer 10

where records are displayed

Question 11

Sales console component: Interaction Log

Answer 11

can be used to record notes about selected records

Question 12

Sales console component: Highlights panel

Answer 12

can display up to 7 key fields from a record by configuring the objects compact layout.

Question 13

Sales console component: Macro

Answer 13

automates steps applied to a record

Question 14

what is and Identify the main features of a sales console

Answer 14

standard Salesforce Lightning app that gives you all your sales tools at your fingertips to prospect leads, close deals, and manage relationships.

interaction log, highlights panel, macro, subtabs, history component, record details and feed.

Question 15

describe the use of macros for automation of tasks related to records of standard and custom objects

Answer 15

clear up work flow because you can automate tedious tasks like sending emails and updating case status

Question 16

describe the use of products, product schedules and price books

Answer 16

products represent the items or services that are sold to customers. schedules is split into two: revenue schedule: customer pays in installments for one item. Like a car.

quantity schedule:
customer pays once but receives multiple items like a magazine yearly subscription

price book is a group of products and their associated prices.

Question 17

explain the use of update reminders

Answer 17

update reminders are useful in updating managers on current open opportunities ect.

Question 18

identify the main capabilities of account and opportunity teams

Answer 18

account teams: are used to simplify account access to a sales team. Influence record level security for account

opportunity teams: gives access and a role to a team member for the opportunity. Influence record level security for opportunities.

Question 19

considerations in selecting price books

Answer 19

users can select and price books that they have access to or shared with them.

products can only be added from a single price book.

changing a selected price book will delete all existing products from the opportunity

Question 20

what’s a big deal alert?

Answer 20

sends notifications when an opportunity of a certain value reaches a trigger probability and a trigger amount. like a sale of a product

Question 21

The Sales Team has complained about the not having a way to view all opportunities sorted by stage. They want to see categories of stages and have the ability to quickly update.

Answer 21

Set up a Kanban view for Opportunities. This will allow users to see the records categorized, as well as quickly update with drag and drop.

Question 22

Your Sales Team handles hundreds of Opportunities at a time. They’ve requested an easier way to work through several records at once, vs using multiple browser tabs for each opportunity.

Answer 22

Set up a Sales Console. This will allow opportunities to be viewed within multiple tabs, gives them recent record views, as well as a utility bar, all allowing for quicker access to multiple records.

Question 23

Your company has specific steps for each stage of an opportunity, with actions needing to be taken outside of Salesforce

Answer 23

Set up a Path on the opportunity. Mark key stages, and in the Guidance for Success, outline the actions to be taken outside of Salesforce.

Question 24

Your executive team wishes to be notified for any potential deals valued at over 1 million.

Answer 24

Set up the Big Deal Alert. This will send notification to selected users (Executive team) when the amount of a deal is above threshold set.

Question 25

Your Sales Team managers review their open opportunities reports daily to check statuses

Answer 25

Sales Productivity Features Use CaseSetup Update reminders and all users with direct reports will be sent a nightly report

Question 26

It is important for your business line to track who may win a deal if you don’t, and understand your strengths on opportunities.

Answer 26

Set up Competitors so each deal can have these listed, with the competitors strengths and weaknesses

Question 27

Your Sales Team works together on deals, pulling in each users specialities for deals. It is most often the same group of users working together to close a deal

Answer 27

Set up Team Selling, allowing users to be added in for assistance to specific deals when needed.

Question 28

The sales reps of an organization have to perform certain tasks in the Lightning Console for Sales repeatedly, such as updating opportunity records and sending emails to customers. The Sales Director is looking for a way to reduce the time spent by sales reps on such repetitive tasks.

Answer 28

SCENARIOThe Macros utility can be added to the console app to allow reps to create and run macros that can automate repetitive tasks in the console. Macros work on all objects that support quick actions and have a customizable page layout.

Question 29

Sales reps of a cloud service provider use Sales Dialer to call prospects from Salesforce. A sales manager is concerned about the low performance of the sales reps who work under him. He would like to improve their selling techniques.

Answer 29

Sales Dialer can be used by sales managers to monitor the calls of users who are one level below them in the role hierarchy. They can identify the strengths and weaknesses of their reps from the ‘Monitor’ tab in the call panel by silently listening to their interactions. Based on the same, they can provide personalized coaching to improve their sales performance

Question 30

A sales rep often uses Sales Dialer to call customers and prospects. She would like to refer back to important conversations in order to improve his selling techniques

Answer 30

Calls made and received using Sales Dialer can be recorded from a button in the call panel. The sales rep can refer back to recorded calls to identify any weaknesses which can be eliminated to improve selling techniques

Question 31

Sales Dialer is currently being used by the sales agents of an organization, but its Sales Director would like them to use a separate business line to make and receive calls. However, he would also like them to get all the benefits of using Sales Dialer.

Answer 31

The Call Bridge feature can be utilized by sales agents to make and receive calls using their company phone. It allows receiving all the benefits of using Sales Dialer while using a separate business line.

Question 32

A sales rep is currently working on an opportunity. His sales manager would like him to work together with two internal sales users and a partner user associated with a partner organization. All users in the company use Lightning Experience.

Answer 32

The partner user and the two internal sales users can be included in an Opportunity Team in Lightning Experience to allow them to work together on the opportunity.

Question 33

A sales rep in an organization that uses Lightning Experience needs to create an opportunity that includes several products and a product support subscription. She has just processed a similar opportunity the previous day.

Answer 33

The sales rep can open the opportunity she created the previous day and use the ‘Clone with Related’ button to clone the opportunity along with the related opportunity products and line item schedule.