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
