Sales, Marketing, Service, Support, Productivity, and Collaboration Flashcards
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
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.
What configuration should you make to help Sales reps remember to add products to every opportunity?
1 answer
Enable the opportunity setting to prompt users to add products to opportunities.
It is a setting that you can toggle on/off
What two features should you implement to assign ownership of a Lead to the appropriate product teams?
2 answers
Assignment rules
Queues
When needing to view other colleagues efficiency in managing opportunities with comparable competing products, what features would show the needed information?
2 answers
Opportunity Dashboards
Chatter Groups
Custom fields in the Lead object can be mapped to what objects?
3 answer
Opportunity
Account
Contact
When you have multiple sales teams that capture different information and has different sales cycles, What do you need implement?
3 answers
Page Layouts
Sales processes
Record Types for each type of sales.
Sales representatives want a method to track product strengths and weaknesses compared to other companies. What feature to you need to implement?
1 answer
Competitors on the opportunity page layout
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
Competitors
Similar Opportunities
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
Create opportunity update reminders.
What is one way to ensure there are not double-counted opportunities in the pipe-line reports?
1 answer
Change the forecast category to Omitted on the duplicate opportunities.
What two objects can be related to campaign members?
2 answers
Leads
Contacts
How can multiple Campaign records be associated with a single opportunity?
1 answer
Campaign Influence
What feature tracks how often a file is viewed?
1 answer
Content Deliveries
What two related lists should be added to the Opportunity page layout to track how Campaigns contribute to the overall pipeline?
2 answers
Campaign Influence
Contact Roles
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
Escalation Rules
What are two benefits of using Data Categories with Salesforce knowledge, where articles can be classified into categories?
2 answers
Articles can be classified into groups.
Article access can be controlled.
What feature should you use to allow customers to interact with each other and share best practices?
1 answer
Sites using Experience Cloud
(Formerly Communities)
What feature will ensure Cases get assigned to a valid Owner?
1 answer
Defining the default Case Owner in Support Settings.
What needs to be defined to ensure the same technical engineer group is associate with each new case?
1 anwer
Case assignment rule to associate the case team
What is a potential benefit of using Suggested Solutions?
1 answer
Reduced support costs
What feature should be used to provide a method for resellers to track their leads and opportunities?
1 answer
Partner Site using Experience Cloud
What changes might a user see (with the appropriate permissions enabled) when enabling Case Feed Actions and Feed items in Support Settings?
1 answer
The page layout changes to the feed layouts rather than standard page layouts.
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
Queues
Assignment rules
What is Web-to-Case?
1 answer
A customer support request that comes from your company’s website and automatically generates new cases.
What are the benefits of Site using Experience Cloud (formerly Salesforce Communities)?
2 answers
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.
Explain Assignment Rules
1 answer
Defined conditions that determine how leads or cases are processed
Explain Auto-response Rules
1 answer
Sends automatic email responses to lead or case submissions based on the record’s attributes.
What is Salesforce Knowledge?
2 answers
A place you can create and manage knowledge base with your company information.
Securely share the knowledge when and where it’s needed!
What are Case Escalation Rules?
1 answer
Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry.
What is the best way to create all-day events in Salesforce?
1 answer
Check the all-day event checkbox on the event.
What two features allow you to limit Chatter access during roll-out to a subset of Salesforce users?
2 answer
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.
What two functions can be customised for the Salesforce mobile app?
2 answers
Navigation menu content
Object compact layout
What is can be synchronised between Salesforce and Outlook using Lightning for Outlook?
2 answers
Events
Tasks
What is the quickest way to provide reports and dashboard when asked?
1 answer
Search the AppExchange for free adoption report apps.
What is the best way to send a chatter message to another user that cannot be viewed by anyone else?
1 answer
Post a private message to the recipient
What are activities?
1 answer
Records, tasks or events, of interactions your organisation has with records such as your account, contacts, and opportunities.
What can users with the Chatter group feature do?
4 answers
Collaborate in a private, public, or unlisted group.
Use announcements for important messages.
Post updates, files, and links
Include customers in private groups
What option can be added to Outlook Publisher layouts?
1 answer
Quick Actions
What is Outlook Integration?
1 answer
Links emails in Microsoft Outlook to contacts, leads, accounts, opportunities, and cases in Salesforce.
Relate events to records within Salesforce.
What is the Salesforce mobile app used for?
1 answer
Giving you access to the same information you see on your computer, but organised for getting the work done while away from the office.
