Salesforce Week 4 - Tuesday Flashcards
What is a knowledge base?
A - A single repository for storing helpful organizational information
B - A dashboard for controlling all organization communication
C - The driving force for great collaboration
D - An alphabetical list of all your customers
A - A single repository for storing helpful organizational information
How does a knowledge base improve productivity?
A - By raising alerts when your company is bad-mouthed on social media
B - By keeping product information private so your customers have to call you
C - By creating cases for employees to practice closing
D - By capturing and consolidating important information in one place
D - By capturing and consolidating important information in one place
What should you do to ensure that the best articles are suggested as agents solve cases?
A - Connect the best qualified agent to the case.
B - Create descriptive data categories for your cases and article types.
C - Allow all agents to delete all articles.
D - Read at least 10 articles before you choose.
B - Create descriptive data categories for your cases and article types.
What Knowledge permissions do article contributors need?
A - Customize Application permission and Read, Create, and Edit Knowledge permissions.
B - Manage Article permission and Read, Create, Edit, Archive, Publish, and Delete article Knowledge permissions.
C - Manage Article permission and Read, Create, Edit, and Publish Knowledge permissions.
D - No permissions are required to create articles.
C - Manage Article permission and Read, Create, Edit, and Publish Knowledge permissions.
All internal users can read _______ without a special license.
articles
What can you set up using the Lightning Knowledge Setup Flow?
A - Lightning Knowledge author
B - Data categories
C - Article summary
D - A and B
E - B and C
D - A and B
Where does the article summary appear?
A - At the end of the article
B - In the case description
C - In the title area
D - In the search results
D - In the search results
A ____ _______ helps you group marketing assets and interested customers together, so that you can organize your plans, or look back at what you’ve accomplished.
campaign record
Marketers use __________ to analyze how many leads they’re generating, how much pipeline they’re building, and how many deals they’re closing as a result of marketing efforts.
campaigns
What can you do with Salesforce campaigns?
A - Conduct purchase transactions.
B - Group leads and contacts into categories.
C - Keep track of the status, details, and performance of all of your marketing initiatives.
D - Convince people to vote for a candidate.
C - Keep track of the status, details, and performance of all of your marketing initiatives.
What’s one way to describe a Salesforce campaign?
A - Online ad purchases over time.
B - A folder that helps organize marketing efforts.
C - A series of emails.
D - Sparkling wine from France.
B - A folder that helps organize marketing efforts.
What information can you see with a campaign hierarchy?
A - All the campaign members for the hierarchy
B - How much marketing reps are working on the hierarchy
C - The number of hours of video content in the hierarchy
D - The number of responses in the hierarchy
D - The number of responses in the hierarchy
What is the most common number of levels in a campaign hierarchy?
A - 2
B - 3
C - 4
D -4
B - 3
How do you create a campaign hierarchy?
A - Click the Hierarchy option on the campaign record.
B - Enter a campaign name in the Parent Campaign field on a campaign record.
C - Create the hierarchy in Setup.
D - Create a hierarchy record and then add campaigns to the record.
B - Enter a campaign name in the Parent Campaign field on a campaign record.
What can you do with campaign record types?
A - Add marketing assets to campaigns.
B - Track campaign member responses.
C - Track different details for different kinds of campaigns.
D - Report on campaign expenses.
C - Track different details for different kinds of campaigns.
With each _________ you creates, you can then add leads, contacts, and person accounts as campaign members. There are a lot of options for adding members to her campaigns.
campaign
Who can be added to campaigns as members?
A - Salesforce users
B - Person accounts only
C - Leads, contacts, and person accounts
D - Portal users
C - Leads, contacts, and person accounts
What is the best practice for defining your campaign member statuses?
A - Use only the statuses you know you will need.
B - Always add campaign member statuses before starting the campaign.
C - Use the same set of values for all campaigns of the same type.
D - Never add statuses to parent campaigns.
C - Use the same set of values for all campaigns of the same type.
How many campaign member statuses can count as a member response?
A - As many as you need
B - 1
C - 2
D - 5
A - As many as you need
The Campaigns with _________ ________ report shows how many campaign members—including any combination of leads, contacts, and person accounts that you added to your campaigns—have responded to each campaign.
Campaign Members
Where can you find the built-in campaigns reports?
A - In the Reports related list on a campaign
B - In the Campaigns folder on the Reports tab
C - In the Object Manager
D - in the Reports page in Setup
B - In the Campaigns folder on the Reports tab
What kind of information can you see with the built-in Campaign reports?
A - Who has responded to each campaign
B - Where every campaign event is being held
C - How long each campaign has been running
D - The number of marketing reps working on each campaign
A - Who has responded to each campaign
