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Salesforce associate > Salesforce as a whole and how it helps > Flashcards

Salesforce as a whole and how it helps Flashcards

1
Q

Salesforce Customer 360 Solutions: Sales

A

Sales Cloud is the leading platform for sales teams, which automates manual processes, so that your teams can be more productive, and close more deals faster.

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2
Q

Salesforce Customer 360 Solutions: Service

A

Service Cloud is number one for service automation. You can create consistent service experiences across your customers’ preferred channel, whether online, on the phone, in the field, or even with a chat bot.

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3
Q

Salesforce Customer 360 Solutions: Marketing

A

With Marketing Cloud, your teams have access to the best tools to build relationships across multiple touch points, which means you deliver the right message, on the right channel, at just the right moment—at scale.

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4
Q

Salesforce Customer 360 Solutions: Commerce

A

With Commerce Cloud, you can create personalized shopping experiences across channels, and remove friction, even if a customer starts their shopping journey on one channel and completes it on another—maximizing revenue now.

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5
Q

Salesforce Customer 360 Solutions: Analytics

A

Tableau is the world’s leading analytics platform which helps you get faster insights and make better decisions at the speed of change.

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6
Q

Salesforce Customer 360 Solutions: Integration

A

MuleSoft allows you to integrate data from any source into Salesforce, so that your important information is all available in one place.

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7
Q

Salesforce Customer 360 Solutions: Platform

A

Salesforce Platform is the underlying set of platform services—including application boosters like artificial intelligence (AI), mobile, voice, and more. All of these allow you to customize and build any app for any part of your business with clicks, not code.

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8
Q

Salesforce Customer 360 Solutions: Slack

A

Slack is your digital HQ—connecting your teams, apps, and partners all in one place for faster, more flexible work.

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9
Q

Salesforce Customer 360 Solutions: Net Zero

A

With Net Zero products, every company can go net zero now by efficiently tracking and reporting on sustainability initiatives and making informed carbon credit purchases.

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10
Q

Salesforce Customer 360 Solutions: Industries

A

We’ve also built Industry solutions and tools, so you can leverage the best of Salesforce technology all tailored to the unique needs of your industry. That means you can save time with out-of-the-box configurations and take advantage of industry best practices. Work with solutions designed for their specific industry like Financial Services Cloud, Health Cloud, Consumer Goods Cloud, and more.

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11
Q

Salesforce Customer 360 Solutions: Partners

A

Extend the power of Salesforce with partner-built solutions and consultants on AppExchange, which boasts nearly 10 thousand apps to help you further customize your Salesforce experience for even greater value.

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12
Q

Salesforce Customer 360 Solutions: Success

A

With Customer Success you have all the resources you need to maximize the value of Salesforce—you can tap into support plans, expertise and professional services. Our people are committed to your success and are truly the best at helping you deliver success now.

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13
Q

What powers salesforce customer 360

A

There salesforce platform

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14
Q

You’re a new Salesforce customer and want to track your organization’s carbon emissions and waste management data. What solution(s) might you consider?

A

Net Zero Cloud

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15
Q

Integrated solutions

A

are natively built into Salesforce, and include Nonprofit Cloud and its features for programs and case management.

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16
Q

Managed packages

A

are sets of custom objects, helpful features, and other configurations that you install on top of your Salesforce instance.

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17
Q

Which statement is true about Salesforce for Nonprofits?

A

Salesforce for nonprofits is a set of products and services that help nonprofits manage their mission

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18
Q

What is the general term for a system that helps teams at any organization track their interactions with contacts, gather insights, and collaborate?

A

CRM

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19
Q

Experience Cloud for Nonprofits

A

templates help you create a donor portal and enables your donors to manage their own information.

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20
Q

Accounting Subledger

A

It translates your Salesforce data to the format used by your Finance team to create a reliable and transparent flow of data.

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21
Q

Program Management Module (PMM)

A

It provides a data model and app to help you track and manage any program and service regardless of complexity or volume

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22
Q

Nonprofit Cloud Case Management (NCCM)

A

uses PMM as its foundation, and adds tools and features to help human service organizations provide high-quality, hands-on services to clients. NCCM provides everything you need to track intakes, referrals, clients, client notes, case plans, and assessments.

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23
Q

Outbound Funds Module (OFM)

A

a free, open-source Salesforce data model originally created by community members as part of the Salesforce.org Commons program—is the core of Salesforce for Nonprofits’ grantmaking managed packages.

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24
Q

Which product is considered the foundation for all Salesforce for Nonprofits managed package products and features?

A

Nonprofits success pack

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25
Q

Which Salesforce for Nonprofit product is an integrated solution, built directly into Salesforce?

A

Nonprofit Cloud

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26
Q

Which feature will Sofia use to customize her donation pages for each donor?

A

Elevate giving pages

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27
Q

If Sofia needed a refresher on how to customize donation pages for each donor, where could she look online?

A

Product documentation, Trailhead

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28
Q

What does NPSP Health Check do?

A

Runs tests related to your NPSP settings and objects and generates a report

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29
Q

When is the best time to run Salesforce Optimizer?

A

Before installing a new app, before each salesforce release

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30
Q

When are the major feature releases for both NPSP and the Salesforce Platform?

A

Spring, Summer, Winter

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31
Q

NPSP is distributed as a type of software that encourages exchange, collaboration, and transparency. What is the name for this type of software?

A

Open Source

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32
Q

True or false: Community members can submit feature ideas to the NPSP development team.

A

True

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33
Q

What is AppExchange

A

A vibrant community powered by admins, developers, and salesforce partners Also a place to connect with prebuilt solutions for business problems you face at your company.

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34
Q

What is important to keep in mind when you develop an AppExchange strategy?

A

Think about whether you want a free or paid solution. Have an environment where you can test the solution, like a developer edition org or sandbox.

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35
Q

What is the single most important thing to do when using AppExchange?

A

Login and get personalized recommendations

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36
Q

What section of AppExchange contains the newest curated solutions listed by theme, such as Salesforce Labs, AAPI-owned, or women-owned businesses?

A

Latest collections

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37
Q

How does a test drive differ from a free trial?

A

A test drive uses a read-only org, while a free trial uses a writeable org

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38
Q

How can you learn more about an app you like when you have questions?

A

Read the app’s reviews, and focus on trusted reviews. Use the appexchange Chat feature to connect to the partner, and get your questions answered in real time.

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39
Q

Support for apps

A

Support section such as email and knowledge base articles

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40
Q

As you find more apps for your production and sandbox orgs, how can you manage all of your solutions?

A

Use your appexchange avatar menu to manage your installs and subscriptions

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41
Q

There are many ways to engage with AppExchange. What are ways you can connect with AppExchange?

A

Sign up for the app exchange news letter. Find us on facebook and twitter

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42
Q

Scrums 5 core values

A
  1. Focus 2. Courage 3. Openness 4. Commitment 5. Respect
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43
Q

One of the key attributes of Scrum at Salesforce is:

A

It’s a framework to organize delivery to customers.

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44
Q

The main Scrum team roles have the following traits.

A

The team does the work, the Scrum lead helps facilitate the process, and the product owner defines the direction of the team

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45
Q

Which of the following is true of the Scrum elements of delivery?

A

A product backlog is a list of everything we think needs be done.

46
Q

Finishing work in a sprint is important because:

A

We don’t like unfinished products, its a waste

47
Q

What is the difference between a product backlog and a sprint backlog?

A

The product backlog is everything that can possibly be needed, the sprint backlog is the work committed by the team for the next 2 weeks.

48
Q

What are the two main types of Scrum meetings we have at Salesforce?

A

Planning meetings and inspect and adapt meetings

49
Q

Which meetings are important for planning?

A

Status meeting, backlog refinement, demo/review

50
Q

The primary difference between a demo/review and retrospective is:

A

The first inspects and adapts the product or service, and the second inspects how the teams works

51
Q

Kanban teams deliver fast by:

A

Visualizing flow, limiting work in progress with visual indicators, managing flow, and adapting with evolutionary changes

52
Q

Kanban teams respond to unplanned work and changes by:

A

Accessing the priority of the new request and starting the work when it is at the top of the ready column

53
Q

Kanban teams use which practices to manage flow:

A

cycle time, lead time, small batch size and throughput

54
Q

When does a team choose Kanban to manage its work

A

The teams work is difficult to plan

55
Q

What is interruption-driven work?

A

Work that is difficult to predict in advance but needs a team in place to handle it when it comes up.

56
Q

Why do some teams combine Scrum and Kanban processes?

A

Teams like the Scrum structure, with the kaban WIP limits

57
Q

When is it a good time to create a customized search solution?

A

Your developing an external knowledge base for ever support

58
Q

What differentiates SOSL from SOQL?

A

Syntax, SOSL searches the search index instead of the org database, SOSL searches more efficiently when you don’t know which object the data resides

59
Q

Two main search APIS

A
  1. Salesforce Object Query Language (SOQL)
  2. Salesforce Object Search Language (SOSL)
60
Q

Two main search APIS

A
  1. Salesforce Object Query Language (SOQL)
  2. Salesforce Object Search Language (SOSL)
61
Q

How do you create efficient text searches?

A

Limit what you’re searching through and limit the number of results

62
Q

What can admins do to influence the search results ranking?

A

Set up synonym groups and promoted search terms

63
Q

Getting started with salesforce CRM

A

Lead gets converted into an opportunity, contact and account

64
Q

What must you do before adding new currencies to your company settings?

A

Activate the multicurrency option for your org.

65
Q

Enabling Advanced Currency Management enables your org to:

A

Manage dated exchange rates

66
Q

With multicurrency setup and currencies added to your company settings, users can:

A

select a personal currency

67
Q

Usernames must:

A

Be in the format of an email, for example, jdoe@domain.com

68
Q

When you create a user, you can:

A

Generate a new password and notify the user immediately

69
Q

Field-level security allows you to:

A

Restrict access to certain fields in an objects record

70
Q

You can manage record-level access in your organization using:

A

Organization wide-defaults, role hierarchies, sharing rules, manual sharing

71
Q

What’s the first step to take to create a list view?

A

Open the list view controls menu

72
Q

To take bulk actions on all records in a list view, you click the bulk action button without selecting any records.

A

True

73
Q

Which of the following can you locate using Quick Find in Setup?

A

The user setup page

74
Q

True or false: You can customize settings for a standard or custom object using the Object Manager.

A

True

75
Q

A Lightning Page is:

A

A custom layout for creating pages in lightning experience and the salesforce mobile app

76
Q

What can you build with the Lightning App Builder?

A

At-a-glance, dashboard-style apps
Apps optimized for a particular task
simple, single-page apps with drill-down capability

77
Q

While you’re editing an opportunity, a colleague calls with some information that you need for an upcoming presentation to your manager. What’s the best way to create a note to save the details for later?

A

Continue editing the opportunity while you select New Note from the Global Actions menu

78
Q

On the redesigned Lightning Experience Home page, what can you use the Assistant to do?

A

See Opportunities with no activities in 30 days.

79
Q

What can you use keyboard shortcuts in Lightning Experience to do?

A

Initiate a search

80
Q

Which of these can you do when editing an enhanced note in Lightning Experience?

A

Apply bold and italic formatting to text. Add images. Relate the not to multiple records.

81
Q

How do you attach a file to a record in Lightning Experience?

A

Drag the file from your computer to the files related list card on the record

82
Q

Which activities can you view in the activity timeline?

A

Past and future activities

83
Q

Which actions can you complete on the Tasks home page?

A

Edit existing tasks. Create New tasks. Mark task as complete

84
Q

As a standard, non-admin user, which other calendars can you see on your calendar?

A

Any calendar that has been shared with you in your org

85
Q

What are two options for creating and sending emails in Lightning Experience?

A

From the activity composer on a record and the global action menu

86
Q

How can you see recent items in Lightning Experience instant results?

A

Click into the global search box

87
Q

How can you refine search results for Accounts and Files in Lightning Experience?

A

Sort search results for account and files

88
Q

Which of these features are only available in Lightning Experience?

A

The lightning table dashboard component. expandable dashboard components. 12-column dashboards

89
Q

What can you do while viewing a report on the report run page in Lightning Experience?

A

Edit report filters without opening the report filter. Add or remove report columns

90
Q

What is the best way to ask a question about a dashboard component?

A

Post a component snapshot to the dashboard feed, ask your question, and mention your colleagues

91
Q

You can configure access to data at all of the following levels, except:

A

page Layouts

92
Q

Which of these is not a method for controlling record-level access?

A

Profiles. The right ones are organization-wide defaults. Role Hierarchy. Sharing rules

93
Q

What is a permission set group?

A

A group of permission sets bundled together based on job function.

94
Q

What are the benefits of using permission set groups?

A

Simplified user assignments to permission set groups based on job function

95
Q

Why does Maria add the validation status field to the compact layout?

A

To Display it at the top of each article

96
Q

How do you create a validation status?

A

By adding an item to the validation status picklist

97
Q

Why would you want to control who sees an article using visibility settings?

A

It has proprietary information

98
Q

How can Maria remove a visibility setting from a page layout?

A

Remove the field

99
Q

What can Maria do if her support specialists can’t see the Knowledge component on their case pages?

A

Add knowledge component to the record page using lightning app builder

100
Q

What’s the quickest way to remove unnecessary information (and increase customer satisfaction) when inserting an article into an email?

A

Set up communication channel mapping

101
Q

True or false: You can create custom fields only on standard Salesforce objects.

A

False

102
Q

Why is it important to define a data type when you create a custom field?

A

The data type determines how the field is formatted, such as by menu items, text, numbers, or currency.

103
Q

True or false: In its simplest form, a report is a group of data that meets a set of criteria, such as a list of accounts.

A

True

104
Q

What does the running user of a dashboard do?

A

Determines the data shown in the dashboard

105
Q

A dashboard is:

A

A visual display of key metrics and trends for records in your org

106
Q

A report type determines:

A

Which fields and records are available for use when creating a report

107
Q

What is the maximum number of blocks allowed in a joined report?

A

5

108
Q

True or false: Blocks in a joined report must be based on related Salesforce objects.

A

True

109
Q

Which exam section of the exam is weighted the highest?

A

Salesforce Ecosystem

110
Q

How many questions are on this exam?

A

40

111
Q

The Salesforce Ecosystem section makes up what percentage of the Salesforce Associate certification exam?

A
112
Q

The Salesforce Ecosystem section of the exam covers which key topics?

A

Salesforce associate (8 decks)

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