Section 11 SF Admin Flashcards
can diff sales processes be added to opportunities
yes - same with leads cases solutions
sales reps use 3 active lead record types contact form
cold calling and customer sales manager
wants to assign customer record type
to be the default for all sales rep
BUT still have the options
to choose what record type to use
when creating leads manually
- in sales rep profile page configure the default lead record type to customer under the record type settings section
- this way when sales rep users create new records they will be prompted to choose from the available record types but will have customer record type radio button automatically ticked
web to case generates
html code that can be included on the company website to capture cases form content - specific fields included on form capture limit - 5000 cases per day verification - reCAPTCHA verification
setting up a new currency > company profile > manage currencies (in setup)
process is as follows pick the currency add the conversion rate enter decimal places
case esclation rules can be
assign to a user or queue notify a user notify the case owner notify up to 5 selected email addresses
case assignment rules are used to
- automatically sign cases to queues
- or users
- when they are created triggers when manually assigning a case
- OR when case is submitted via email web or community
- activation –only 1 assignment rule can be active but each rule can have multiple entries
- rule entries –rule entries are evaluated until a match is found then the case is assigned
customers are constantly calling to check the status of their repair case
use a WORKFLOW RULE set up rule to email the customer of each status change
international company has 2 active record types for its cust and partners from diff countries
they are available for all users with account exec user profiles
but the acct manager wants to set record types specifically for a number of acct exec users to customer record type
- configure default acct record type for every designated acct exec in their personal settings
- either the acct exec can perform this step or the system admin
global finances deals with us based and foreign customers there is a requirement to verify if the contact information is in the correct format for the location
create diff fields for all the possible location info create diff record types and page layouts for each country add the appropriate fields to each page layout assign the page layouts to the appropriate record type
sales rep should only take web leads for business customers and individual customers must come through in person contact
create 2 record types business and individual adjust the picklist for the individual record type to remove web as a lead source
user set up and customization
Setup>Users *Users = salesforce (remember accounts, leads all created) **new user set up, in this step enter user name via email ***roles ****locale settings are updated here for the user
both eastern and western sales teams use opportunities …each team sells a diff set of products and records based on the region in which the lead is based
create eastern and western record types adjust the picklist to match each teams region type adjust region picklist so it only matches the regions that each team covers
what role access can be granted to a new case team member
private read only read/write visible in customer portal
abc corp has diff sales processs for projects under $500K and those above projects above $500K should go thru finance and have more hands on mtgs with the customers while those under the amt will not need this attention
create a bus process and set the stage list appropriately for projects under $500K and for those over $500K
path purpose
capture lifecycle of standard objects such as leads campaigns accts contacts cases and are sued to guide users along steps in a process *can be created for custom objects and certain standard objects in lightening only **similiar to visual guidance ***if a step has dependent fields all fields can be updated when updating a record from a path ****up to 5 fields displayed
Organizational set up ….what is in the company profile
*Org details *user licenses (salesforce, force.com e.g) *feature licenses (marketing user e.g.) *list the currency - corp Q, also serves for the currency conversion rates *Personal locale overriding the org setting *users time zone which overrides the org default time zone setting (links to when people have access to the tool)
what does enhanced lookup offer
- Search on all fields 2. Sort 3. Filter 4. Customize columns 4. Page navigation 5. Auto completion
what does case escalation rule do…
perform an action when a case meets certain criteria activation rule entry actions action trigger
case automation features
case assignment rule (routing to a queue) case auto response rule (auto email) case escalation rule (5 escalation activities) web to case (HTML - web form) email to case (create cases from email sent to support) case teams (support users collaborate) case queues (hold cases not assigned to a user) macros (automate reped tasks) ownership transfer (change link) support channels - live agent/omnichannel
what do business hours AND holidays impact in SF
they are used to calculate case escalations and entitlements
case auto response rules can be used to send
an automated email response to a cust when a case is created email - is sent to the contact on the case activation - only 1 auto response rule can be active at a time rule entry - each auto resp rule can have multiple rule entries survey - can be auto sent via email when rules are met
What search types are available
- Global 2. Sidebar 3. Advanced - combination of wildcard and fields
what happens when you change the custom fiscal year setting in salesforce…..
*default - standard Georgian calendar, first day of month **custom - follows the custom structure and you define it; it can not be disabled once you enable it ***changing a fiscal year start month may delete existing forecasts, forecast history, forecast overrides, reports and all quotas (to preserve use month that starts a fiscal year NOT a random month)
case auto response rules differ from email alerts….
- case auto response rules are only sent to the contact on the case
- or the submitter (only 1 email per criteria)
- and email alerts can be sent to ANYONE
- up to 10 emails on each criteria
business handles tech and cust serv cases tech cases need make model and warrently info cust serv cases don’t require those fields
create 2 page laypouts - 1 tech and 1 cust serv set required fields on tech page only create 2 record types - tech + cust serv and assign page layouts
case teams are predefined teams so users can quickly add people the frequently work with on a cases…features include…
assign role (predefined roles) owner access (case owners have read/write by default) assign case (assignment rules) update alerts (email alerts)
when is advanced curr mgmt used?
allows for dated exchange rates to be recorded to allow the opp to track the correct amt when the opp is closed
what does a SF admin need to do to enable sales reps to change the price book on an opp using the mobile app?
- include edit quick action on the opp page layout for mobile
- add price books field ot the opp page layout
list functionality available to the
reps on a salesforce mobile device
- submit records for apporval - using the “submit for approval” button
- leads can be converted using the SF app
- most standard objects such as accounts, contracts, opps and cases can be maintained (created, viewed, edited)
what can admin do with
the salesforce app
- unlock a user
- update certain user detail fields
- freeze a user
how do you manage
chatter posts on salesforce app
use the MUTE POST feature
Notes* there is no hide post feature and you can only delete a chatter post if you create it or have special perm to do so …..
what is true when
a user converts a lead using the SF
mobile app
duplicate records can be created
how can you show report high level
overview of specific metrics
on the sf app
use report highlights
(used to display up to 8 key metrics)
lightening sync can be used with
outlook integration
to sync what?
contacts
and
events
between SF and Outlook
what objects can a user create new
records in the SF mobile app
opportunities
and
cases
what is the name of the feature
that adds outlook emails to salesforce
as an email message
using the SF outlook integration
Enhanced email
Notes -
- remember lighteing sync is used to keeep contacts and events in sync
- lightening email templates can be used with outlook to ensure consisten messaging and save time
salesforce admins
manage users in the app
with the following
functionality
- edit user details
- reset user pw
- deactivate users
how do you manage a group in chatter that does not want to be visible and how does a manager control access to those group (s)?
- enable unlisted groups in chatter settings
- ensure that the director has the manage unlisted groups permission
Notes* - unlisted groups offer more privacy than private groups
A private group would provide visibility to others (group name description & members are listed)
users should be able to
create and edit tasks but NOT delete them
How do you accomplish this
Create trigger on tasks to prevent deletion
Notes* there is no delete tasks perm available AND if you remove the EDIT tasks the user will not be able to crete or edit tasks
A trigger is required to prevent the deletion of task records
Apex TRIGGERS
what do they allow you to do
Enable you to preform custom actions before or after changes to SF records; such as insertions, updates or deletions
Note* - A trigger is an Apex Code that executes before or after the following types of operations:
insert update delete
How can activity timeline be used
in lightening experience
- uncompleted tasks are displayed in the upcoming and overdue list
- activities displayed can be filtered by date and activity type
summarize the features of chatter
- chatter feed tracking allows real time notification of changes to a particular record
- the chatter user profile allows a user to share important info about themselves
- a user can choose to follow indiv records using chatter ‘what i follow’ feed
Note* - chatter follows record sharing model defined in org AND SF console does not support chatter
what is a follow up event
in lightening experience used for
it is created to follow up on an existing task
key info is copied from the original task
so sales reps don’t have to enter data 2x
Note* - unlike a follow up task a LOCATION can be specified in a follow up event
what is true about
private events in SF
user that created the event and
any user with
VIEW ALL DATA or
MODIFY ALL DATA
permissions can view the event
what is true about group
tasks that admins should know
- group tasks are enabled by default in lightening experience
- each member of the group is assigned a copy of the task
Notes* 200 users can be assigned an indep copy of the same task; group tasks are enabled by default; personal groups are a good way to organize users into groups; group tasks are ONLY created for PERSONAL GROUPS
what can be done with
the activity tab in
lightening experience
- it can be used to send an email
Note*- a custom send email action can be created if you need to send email to users
users want to schedule
events for monthly mtgs in SF
how do you complete this
- ADD repeat checkbox to the page layout for events
what do chatter free users have access to
- files shared to the groups they belong to
- member profiels for any groups they belong to
Note* - chatter free lic allows internal users to join and collaborate in groups post comments and share files
what is true if you freeze sharing on a file
in sf
- further sharing of the file by users is prevented BUT the owner and the admin can share the file IF they have collaborator access to the file
user wants to collbaorate and discuss a record as a team
how does an admin do this most efficiently
- create a group for the set of users and allow the ability to add records to chatter groups by
- ENABLING ALLOW RECORDS in GROUPS setting
sales manager has requested
a report of the feeds on certain objects
what is reqirred to keep track
of the feed activities on a record
- a custom report based on a custom report type
Notes* - sf admin can enable the sales manager to monitor recrod feed engagement on standard and custom objects by creating a custom report type from OBJECTS> OBJECT FIELDS
chatter -
what is true regarding editing feeed posts and comments
- admins can edit ANY post
- ability for users to edit their own feed posts is enabled by default
- See permissions EDIT MY OWN POSTS
- and EDIT POSTS ON RECORDS
activites can be …..such as accounts contacts caseas and opportunities
RELATED
activities can be ….
- activites can be independent as a personal task or event
Tasks and events objects have a ….
field used relating to lead or contact objects
WHOID
task and events objects have a ______
used for relating to account opp
campaign case and other objects
WHATID FIELD
Repeat recrurrence can be set for _________
Tasks and events
Tasks and events can be ______
Customized with
custom fields
validation rules
record types
page layouts
tasks and events can be _________
copied by clicking the
create follow up task or create follow up event
buttons
activities can be viewed from_______
calendar
home page task list
and records (accts contacts cases and opps)
activities can be related to
standalone
personal tasks
events
how can you display tasks or events of a
contact
you need to enable roll up activites to a
contacts primary account
option should be selected in
setup
updated roll up setting is available____
- application - only new activites
- consideration - existing activives
- recommendation - in an org where there is multiple accts DO NOT update to the roll up setting
what is a
shared activity
shared activity is a
task or event
that is related to
MULTIPLE CONTACTS
example: record attendees of a meeting
limited to 50 contacts
can a task be shared to multiple contacts
YES, a task can be shared to
multiple contacts in a
CASE RECORD
what does the activity setting control
general activity and behavior functionality
these settings can be enabled or disabled
- group tasks
- activity reminders
- multiday events
- shared tasks and events
what does the
shared activites and
default activites view do
- Shared activities - enabling shared activites is done using the setting
- Allow users to relate multiple contacts and task events
- this can take up to 48 hours
- default view can be set to either related lists or activity timeline
in a calendar if a user creates and event and
associates a file to it
who can view it
anybody with access to the event can also view the file
who can be an attendee in a calendar view
attendees field can be added to the events page layout
- users
- contacts
- person contacts
- leads
can individual calendars be ________
shared OR hidden
item limit
what can be displayed in a day or week view
150 items
calendar can be customized by ______
applying a list view
repeating events are also called
event series
list the chatter features
- topics
- chatter editions
- posts
- chatter settings
- feed
- groups
- following
- security
chatter posts are_______
updates or comments
made on particular record within a group
Posts include______
Post attachments (files and links)
and
Bookmarked posts
how can a topic be added to a record
use the topic lightening component
or
chatter post hastags
what is the notification builder
a tool to allow the admin
to manage chatter notifications
types include:
standard
custom
chatter feed tracking can be used to display
changes to record fields
standard objects
custom objects
limit - 20 fields
types of chatter groups include
public group
private group
unlisted group
what is a broadcast group in chatter
announcements are made through here
group members can respond but can’t create NEW posts
all 3 types of groups can be marked as a broadcast group
chatter post access is determined by _____
record
or
group
access
does @ mentioning someone give them access in chatter
NO….must be part of group/security must be enabled
fields visbility rules
files attached to a post follow the
same visibility rules as the post itself
what activity mgmt features
can be controlled
using settings
shared activites
group tasks
recurrance
activity reminders
multiday events
where are activities found in SF
home page
calendar view
activity related list
on a record
3 calendar types
user
public
resource
what can be customized with activites
activity fields
validation rules
record types
page layouts
where can sent emails related to a record be found
activity history list
what is a chatter feed
sorted list of
acitvities
posts
comments
records
what is the usage of chatter topics
allows posts to be organzied
what are chatter publisher actions
- post
- file
- new
- poll
what is outlook integration sync
enable outlook integration
what does lightening sync do
configured in order to sync contacts and events between outlook and salesforce
outlook integration is an________-
add in for outlook
that can be used to integrate outlook w/ SF
outlook integration productivity feature helps users_____
- view sf records
- create sf records
- log emails
- search for recrods
- create email with templates
- sync contacts and events
what objects can be viewed from outlook
contacts
accounts
leads
opps
cases
users
custom obj
what is the difference between sf for outlook
and outlook integration
outlook integration - is cloud based vs
the older product of SF ror outlook
evaluation criteria for workflow includings
- created
- created and every time it’s edited
- Notes*- a rule would run if the value is more than $x and it is edited; manager could recieve an email every time the case with this condition is updated
- created and any time it’s edited to subsequently meet criteria
- Notes* - if this option is selected the workflow runs once the case with a cost value of $X is creatted BUT if the case is edited it wont run again if the cost value remains the same
Rule criteria would then run the rule if….
“Criteria is met”
business processes are
only available for…
standard objects such as
lead
solution
opportunity
case
best practices to follow
in order to manage changes
to permissions for diff groups
- use perm sets to extend perm for indiv or small groups as required
- salesforce admin should not create a cust profile every time a user requires add access or perm
sales rep has high priority case
created for account
what should admin configure
create workflow rule
to send email alert to
account owner
what is the max file size
for a file uploaded to salesforce
content by a user from a standard
user interface
2 GB
salesforce
record level sharing
available in SF
- OWD
- Roles
- Sharing rules
an admin is tasked with data quality
what is true regarding universally
required fields
- field is auto added to page layouts
- field can not be hidden
- required fields can be applied to txt, number and picklist fields
Field level security DOES NOT override universally required fields
reporting snapshots can be used with…
tabular and summary reports
workflow rules are used for
- create tasks
- update fields
- send email alert
- send outbound msg
password policies can be set at the…
- org level and include pw history, length and complexity
- pw policies can also be set at the profile level which overrides org wide pw policies
