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SF Admin 201 JS > Section 2 SF Admin Deck > Flashcards

Section 2 SF Admin Deck Flashcards

1
Q

Chatter Features

A

Tasks (may or may not have a due date); Event (has a duration); Act Mgmt (group tasks, reminders, or multi day); Calendars; group task (assigned to 200 users) and shared activities (up to 50 contatcts)

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2
Q

Activities customization

A

activity fields, validation rules, record types, page layouts

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3
Q

Custom splits

A

6 custom split types

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4
Q

Custom splits

A

Defined on most opp currency fields (cust currency rollup summary) And can be configured not to total 100%

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5
Q

Order types

A

Draft or Activated statuses (you can map more)

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6
Q

Order Set Up

A

Must be enabled in order settings

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7
Q

Order Set Up includes

A

Reduction orders and Negative quantitites

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8
Q

How to set up orders

A

Enable orders, enable reduc orders enable negative quanitity orders

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9
Q

Community types

A

Onboarding, Training, Recruiting, Ticketing, HR

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10
Q

Partner Commun. Features

A

Streamline onboarding, lead qual, lead distr, opp mgmt, deal reg, quoting

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11
Q

how do high vol commun access records w/o contract enabled

A

use sharing sets to share data

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12
Q

Cases - SF Email Efficiency

A

Email template, quick text, merge fields

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13
Q

What is the obj used to create detailed description of the cust issue & resolution

A

Solution

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14
Q

Where’s knowledge accessible

A

Internal Customer Partner community or public website

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15
Q

Article types are

A

Containers, types can have diff templates & page layout

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16
Q

Case automation includes

A

Case queues, auto resp rules, escalation rules, assignment rules, macros

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17
Q

basic capabilities of commun

A

customer commun = service cloud; partner commun = collaboration on leads sales ops + serv cloud

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18
Q

Does a commun have a template

A

yes predefined templates, or use visual force

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19
Q

Case process

A

is a support process

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20
Q

Case comments vs case feed

A

use case comments to track comments made by cust NOT just internal comments

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21
Q

what can you set in case settings

A

default case owner, notifications, templates

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22
Q

how to create a case

A

manual creation, web to case, email to case, on demand email to case, or commun. cust portal

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23
Q

What can you set in case settings

A

Default case owner, notifications, templates

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24
Q

Global search

A

knowledge search box > config to include knowledge fields in search results & filter options

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25
Q

Knowledge components

A

Search > attach to a case > follow/unfollow articles

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26
Q

Can a knowledge article be attached to a record

A

If a lookup relationship has been created by the lead

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27
Q

Knowledge features

A
  1. record types (articles)2. article sharing 3. publish process (draft or pub) 4. available classic + lightening
28
Q

How to set up knowledge

A

Create record types > customize page layouts > set up access

29
Q

Case Life Cycle

A

Case Creation, Case Mgmt, Case Collaboration

30
Q

Case Creation

A

Manual creation, email to case, web to case, auto response rules, case assignment (email to case agent allows for larger sized docs and on demand email to case no install is required!)

31
Q

Case Mgmt

A

Support processes, serv console, case milestones, knowledge

32
Q

Case Escalation

A

Case Feed Case Comments & Case Emails

33
Q

Case Team Mbrs

A

Private, Read Only, Read/Write (visible cust portal)

34
Q

Case Esclat.

A

Assign, notify (user, email, 5 email addresses)

35
Q

Agent productivity

A

Support processes, serv console, knowledge

36
Q

Serv Console

A

Case feed, knowledge, highlights panel, interaction log, macros, quick text, soft phone, live agent

37
Q

Serv Console productivity features

A

TABS at top of screen + utility bar on 1 interface make you productive

38
Q

Case Automation includes the following

A

Web to case, email to case, auto response rules, assignment rules, case teams, esclation rules

39
Q

How to close a case

A

Closing path > feed action > status fields

40
Q

Duplicate leads - what do you do?

A

“Find dupliactes” > up to 3 leads can be merged

41
Q

SF Knowledge

A

Send articles > Auto creation > Auto Suggestions > Share article URL > Knowledge Search

42
Q

Agents knowledge article permissions

A

edit as a draft >archive >attach article

43
Q

SF Content

A

Content Mgmt System to organize, collaborate, tag, search version control & share files internally & outside of SF

44
Q

Libaries

A

File content mgmt for articles to USERS + PUB GROUPS

45
Q

Case Feed

A

Collaborate, resolve cases; you can use Chatter internally or externally

46
Q

Case

A

Auto response emails should be set up

47
Q

Serv Console

A

Tabs/Subtabs, UI Indep, Productivity tool, Utility Bar

48
Q

Case Record

A

Accept, Merge (up to 3). Clone, Change Owner, New Child Case (parent child records established)

49
Q

Order changes include

A

Reduction in quantity, returns, cancellations

50
Q

Forecasts

A

Sharing, View Only, View & Edit

51
Q

Forecast

A

by date or revenue or quality to project

52
Q

How many custom opp splits

A

6 ways

53
Q

Account insights displays

A

articles

54
Q

Orders or service is a

A

Product quantity

55
Q

Quotes sync does what

A

multiple quotes are kept in sync with one

56
Q

what types of fields can be used as the

dependent field in a field dependency

A

multi select picklist

custom picklist

57
Q

cross object field updates work for….

A
  • all custom to custom master detail relationships
  • some custom to standard master detail relationships
  • few standard to standard master detail relationships

Notes* - some of the standard obj that support cross obj field updates from custom obj are

Account

Contact

Case

Standard to standard master detail relationships that are supported included

opp/product

opp to acct

case comments to case

email updating case

58
Q

sales rep profile should no longer have access to a tab available within an app

A

use

TAB HIDDEN

Setting means the tab will not be visible by default and the user cannot enable it

59
Q

where can password policies be set

A
  1. pw policies can be maintained at the org level
  2. pw policies SETTINGs can be maintained at each profile
60
Q

sales rep should be sent

an email if a high priority case

is created for an account they own

A

create a workflow rule

to send an email alert

to the acct owner

61
Q

what defines record level access in an org

A

OWD

Sharing rules

Roles

62
Q

marketing and sales users

need visibility into. lead and contact participation

at trade show

A

associate the lead or contact

with campaign when they register for an event

63
Q

what’s the most efficient way of transferring 10 records of a custom object displayed in an existing list view from one owner to another

A

select the records in the list view and change owner

64
Q

name 3 things true about communities

A
  • community mbrs can acess the community from mobile devices
  • community mbrs can participate in discucssions
  • communities can be customized with tabs branding and email settings
65
Q

the user record sets ….

A

roles and license types

Object permissions, page layouts and field level security are all set on the profile

66
Q
A

SF Admin 201 JS (12 decks)

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