Sales, Marketing, Service, Support, Productivity, and Collaboration

Question 1

When adapting a new sales process that is more complex than the current sales process and requires additional stages to the sales path, what do you need to configure? The appropriate stages need to be visible according to the product line.
2 answers

Answer 1

Create a Sales Process and
Opportunity record type for each product line
Explanation;
Sales process to determine which stages will appear for the new product line.
Opportunity record type to display a unique page layout for the new product line.

Question 2

What configuration should you make to help Sales reps remember to add products to every opportunity?
1 answer

Answer 2

Enable the opportunity setting to prompt users to add products to opportunities.
It is a setting that you can toggle on/off

Question 3

What two features should you implement to assign ownership of a Lead to the appropriate product teams?
2 answers

Answer 3

Assignment rules
Queues

Question 4

When needing to view other colleagues efficiency in managing opportunities with comparable competing products, what features would show the needed information?
2 answers

Answer 4

Opportunity Dashboards
Chatter Groups

Question 5

Custom fields in the Lead object can be mapped to what objects?
3 answer

Answer 5

Opportunity
Account
Contact

Question 6

When you have multiple sales teams that capture different information and has different sales cycles, What do you need implement?
3 answers

Answer 6

Page Layouts
Sales processes
Record Types for each type of sales.

Question 7

Sales representatives want a method to track product strengths and weaknesses compared to other companies. What feature to you need to implement?
1 answer

Answer 7

Competitors on the opportunity page layout

Question 8

Sales representatives need to access information about Closed Won opportunities with competitors or all pending big deals. What two features should you implement?
2 answer

Answer 8

Competitors
Similar Opportunities

Question 9

How should you implement biweekly notifications for opportunities that need attention, based on the opportunity owner’s last login, past due date, and inactivity in the last 30 days?
1 answer

Answer 9

Create opportunity update reminders.

Question 10

What is one way to ensure there are not double-counted opportunities in the pipe-line reports?
1 answer

Answer 10

Change the forecast category to Omitted on the duplicate opportunities.

Question 11

What two objects can be related to campaign members?
2 answers

Answer 11

Leads
Contacts

Question 12

How can multiple Campaign records be associated with a single opportunity?
1 answer

Answer 12

Campaign Influence

Question 13

What feature tracks how often a file is viewed?
1 answer

Answer 13

Content Deliveries

Question 14

What two related lists should be added to the Opportunity page layout to track how Campaigns contribute to the overall pipeline?
2 answers

Answer 14

Campaign Influence
Contact Roles

Question 15

The VP of support wants an automated way to notify the support team when an unresolved case will violate the support level agreement. What feature should be used to alert the support manangers?
1 answers

Answer 15

Escalation Rules

Question 16

What are two benefits of using Data Categories with Salesforce knowledge, where articles can be classified into categories?
2 answers

Answer 16

Articles can be classified into groups.
Article access can be controlled.

Question 17

What feature should you use to allow customers to interact with each other and share best practices?
1 answer

Answer 17

Sites using Experience Cloud
(Formerly Communities)

Question 18

What feature will ensure Cases get assigned to a valid Owner?
1 answer

Answer 18

Defining the default Case Owner in Support Settings.

Question 19

What needs to be defined to ensure the same technical engineer group is associate with each new case?
1 anwer

Answer 19

Case assignment rule to associate the case team

Question 20

What is a potential benefit of using Suggested Solutions?
1 answer

Answer 20

Reduced support costs

Question 21

What feature should be used to provide a method for resellers to track their leads and opportunities?
1 answer

Answer 21

Partner Site using Experience Cloud

Question 22

What changes might a user see (with the appropriate permissions enabled) when enabling Case Feed Actions and Feed items in Support Settings?
1 answer

Answer 22

The page layout changes to the feed layouts rather than standard page layouts.

Question 23

Internal support requests need to be directed to IT representatives and external support requests need to be directed to customer support representatives based on the contact’s locations. What should you use?
2 answers

Answer 23

Queues
Assignment rules

Question 24

What is Web-to-Case?
1 answer

Answer 24

A customer support request that comes from your company’s website and automatically generates new cases.

Question 25

What are the benefits of Site using Experience Cloud (formerly Salesforce Communities)?
2 answers

Answer 25

Provide a way for employees, customers, and partners to connect in one place.
Companies can collaborate and communicate with people outside the company who are key to the business.

Question 26

Explain Assignment Rules
1 answer

Answer 26

Defined conditions that determine how leads or cases are processed

Question 27

Explain Auto-response Rules
1 answer

Answer 27

Sends automatic email responses to lead or case submissions based on the record’s attributes.

Question 28

What is Salesforce Knowledge?
2 answers

Answer 28

A place you can create and manage knowledge base with your company information.
Securely share the knowledge when and where it’s needed!

Question 29

What are Case Escalation Rules?
1 answer

Answer 29

Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry.

Question 30

What is the best way to create all-day events in Salesforce?
1 answer

Answer 30

Check the all-day event checkbox on the event.

Question 31

What two features allow you to limit Chatter access during roll-out to a subset of Salesforce users?
2 answer

Answer 31

Create a permission set with enabling the chatter permission for the subset of users.
Edit a profile to enable chatter for the subset of users.

Question 32

What two functions can be customised for the Salesforce mobile app?
2 answers

Answer 32

Navigation menu content
Object compact layout

Question 33

What is can be synchronised between Salesforce and Outlook using Lightning for Outlook?
2 answers

Answer 33

Events
Tasks

Question 34

What is the quickest way to provide reports and dashboard when asked?
1 answer

Answer 34

Search the AppExchange for free adoption report apps.

Question 35

What is the best way to send a chatter message to another user that cannot be viewed by anyone else?
1 answer

Answer 35

Post a private message to the recipient

Question 36

What are activities?
1 answer

Answer 36

Records, tasks or events, of interactions your organisation has with records such as your account, contacts, and opportunities.

Question 37

What can users with the Chatter group feature do?
4 answers

Answer 37

Collaborate in a private, public, or unlisted group.
Use announcements for important messages.
Post updates, files, and links
Include customers in private groups

Question 38

What option can be added to Outlook Publisher layouts?
1 answer

Answer 38

Quick Actions

Question 39

What is Outlook Integration?
1 answer

Answer 39

Links emails in Microsoft Outlook to contacts, leads, accounts, opportunities, and cases in Salesforce.
Relate events to records within Salesforce.

Question 40

What is the Salesforce mobile app used for?
1 answer

Answer 40

Giving you access to the same information you see on your computer, but organised for getting the work done while away from the office.