Salesforce Fundamentals Flashcards
What are the Salesforce core CRM objects??
Account Contact Lead Campaign Opportunity Case Solution User
How is the account object used?
Accounts can be created in Salesforce to store information about companies and individuals.
How is the contact object used?
A contact in Salesforce represents an individual associated with an account
How is the Opportunity object used?
Opportunities are used to store information about and track sales deals in progress.
How is the case object used?
The Case object can be used to store customers questions, feedback, or issues.
How is the solution object used?
A solution represents the description of a customer’s issue and its resolution
How is the user object used?
A user record is created to allow a person to log into Salesforce and access information
How is the campaign object used?
The campaign object is used to store information about a marketing effort such as a seminar
How is the lead object used?
A lead is a prospect that can be converted into an account, contact, and opportunity
How is the contact object used
A contact in Salesforce represents and individual associated with an account.
What objects in Salesforce support Opportunity Management
Opportunity Quote Product Price Books Forecasts
What objects represent an Activity?
Tasks and Events
What objects in Salesforce support customer support and case management?
Cases
Solutions
What objects in Salesforce support Marketing administration?
Campaigns and campaign members
What objects in Salesforce are used to track what happens after sale and potentially integrate with ERP systems?
Contracts
Assets
Order
Order Products
Which objects are used to represent field service capabilities?
Work Order
Work Order Line Items
How do business accounts and person accounts differ?
Beusiness accounts can be created for B2B needs while person accounts can be created for individual customers
Describe person accounts
Person accounts combine certain account and contact fields into a single record and must be enabled by Salesforce support
Describe social accounts
Social accounts allow linking accounts to social network profiles and viewing activity/feeds.
T/F - A business account can be merged with a person account
False
T/F A person account can be merged with a business account
false
Describe Account Hierarchy
Account Hierarchy allows storing parent-child relationships between companies
How many child accounts in an account hierarchy are displayed in Salesforce Classic?
up to 500
How many child accounts in an account hierarchy are displayed in LEx?
up to 2000
Describe an account team
An account team can be created to allow a team of users who work together on an account to easily collaborate and track progress.
Describe Contact Roles
Contact roles can be used to specify the part that each contact plays in an account
How can the Account Lifecycle be managed?
using the Path feature in LEx
T/F - Person Accounts are stored as both an account and a contact
True
How can contacts be created?
From the accounts detail page
Contacts tab
Import from a mobile device using the Salesforce app
Describe a private contact
A contact that is not associated with an account
How can Contacts to multiple accounts be created?
It must be set up by the admin
Describe Contacts to Multiple Accounts
Relating a contact to multiple account using the “Related Accounts” related list on the contact’s detail page
Describe Social Contacts
Social Network profiles can be linked with contact records in Salesforce
T/F - Emails can be sent to a group of contacts at the same time
true
T/F - Responses from Mass Emails sent from Salesforce can be tracked in Salesforce
True
T/F - Org chart is enabled for LEx
False
What must be populated in order for Org Charts to display?
the “Reports To” field on the contact detail page
Where can contacts be merged?
from the “Contacts” related list of an account.
How many contacts can be merged?
Up to 3, one must be selected as the master record
What is a contact role?
Contact roles can be set up to specify the part that each contact plays in an account, case, contract, or opportunity.
Describe Contact Hierarchy
Contact Hierarchy can be set up in Lightning Experience to show contacts on an account in a hierarchy
