Section 2 SF Admin Deck Flashcards
Chatter Features
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)
Activities customization
activity fields, validation rules, record types, page layouts
Custom splits
6 custom split types
Custom splits
Defined on most opp currency fields (cust currency rollup summary) And can be configured not to total 100%
Order types
Draft or Activated statuses (you can map more)
Order Set Up
Must be enabled in order settings
Order Set Up includes
Reduction orders and Negative quantitites
How to set up orders
Enable orders, enable reduc orders enable negative quanitity orders
Community types
Onboarding, Training, Recruiting, Ticketing, HR
Partner Commun. Features
Streamline onboarding, lead qual, lead distr, opp mgmt, deal reg, quoting
how do high vol commun access records w/o contract enabled
use sharing sets to share data
Cases - SF Email Efficiency
Email template, quick text, merge fields
What is the obj used to create detailed description of the cust issue & resolution
Solution
Where’s knowledge accessible
Internal Customer Partner community or public website
Article types are
Containers, types can have diff templates & page layout
Case automation includes
Case queues, auto resp rules, escalation rules, assignment rules, macros
basic capabilities of commun
customer commun = service cloud; partner commun = collaboration on leads sales ops + serv cloud
Does a commun have a template
yes predefined templates, or use visual force
Case process
is a support process
Case comments vs case feed
use case comments to track comments made by cust NOT just internal comments
what can you set in case settings
default case owner, notifications, templates
how to create a case
manual creation, web to case, email to case, on demand email to case, or commun. cust portal
What can you set in case settings
Default case owner, notifications, templates
Global search
knowledge search box > config to include knowledge fields in search results & filter options
Knowledge components
Search > attach to a case > follow/unfollow articles
Can a knowledge article be attached to a record
If a lookup relationship has been created by the lead
Knowledge features
- record types (articles)2. article sharing 3. publish process (draft or pub) 4. available classic + lightening
How to set up knowledge
Create record types > customize page layouts > set up access
Case Life Cycle
Case Creation, Case Mgmt, Case Collaboration
Case Creation
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!)
Case Mgmt
Support processes, serv console, case milestones, knowledge
Case Escalation
Case Feed Case Comments & Case Emails
Case Team Mbrs
Private, Read Only, Read/Write (visible cust portal)
Case Esclat.
Assign, notify (user, email, 5 email addresses)
Agent productivity
Support processes, serv console, knowledge
Serv Console
Case feed, knowledge, highlights panel, interaction log, macros, quick text, soft phone, live agent
Serv Console productivity features
TABS at top of screen + utility bar on 1 interface make you productive
Case Automation includes the following
Web to case, email to case, auto response rules, assignment rules, case teams, esclation rules
How to close a case
Closing path > feed action > status fields
Duplicate leads - what do you do?
“Find dupliactes” > up to 3 leads can be merged
SF Knowledge
Send articles > Auto creation > Auto Suggestions > Share article URL > Knowledge Search
Agents knowledge article permissions
edit as a draft >archive >attach article
SF Content
Content Mgmt System to organize, collaborate, tag, search version control & share files internally & outside of SF
Libaries
File content mgmt for articles to USERS + PUB GROUPS
Case Feed
Collaborate, resolve cases; you can use Chatter internally or externally
Case
Auto response emails should be set up
Serv Console
Tabs/Subtabs, UI Indep, Productivity tool, Utility Bar
Case Record
Accept, Merge (up to 3). Clone, Change Owner, New Child Case (parent child records established)
Order changes include
Reduction in quantity, returns, cancellations
Forecasts
Sharing, View Only, View & Edit
Forecast
by date or revenue or quality to project
How many custom opp splits
6 ways
Account insights displays
articles
Orders or service is a
Product quantity
Quotes sync does what
multiple quotes are kept in sync with one
what types of fields can be used as the
dependent field in a field dependency
multi select picklist
custom picklist
cross object field updates work for….
- 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
sales rep profile should no longer have access to a tab available within an app
use
TAB HIDDEN
Setting means the tab will not be visible by default and the user cannot enable it
where can password policies be set
- pw policies can be maintained at the org level
- pw policies SETTINGs can be maintained at each profile
sales rep should be sent
an email if a high priority case
is created for an account they own
create a workflow rule
to send an email alert
to the acct owner
what defines record level access in an org
OWD
Sharing rules
Roles
marketing and sales users
need visibility into. lead and contact participation
at trade show
associate the lead or contact
with campaign when they register for an event
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
select the records in the list view and change owner
name 3 things true about communities
- 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
the user record sets ….
roles and license types
Object permissions, page layouts and field level security are all set on the profile
