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Salesforce Admin > SFDC Basics > Flashcards

SFDC Basics Flashcards

1
Q

Name 8 key core Salesforce Objects

A 
Account
Contact
Opportunity
Case
Solution
User
Campaign
Lead
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2
Q

Describe the Account Object

A

Accounts represent companies and individuals with whom business is done or is related to

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3
Q

Describe the Contact Object

A

Contacts are individuals associated with accounts

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4
Q

Describe the Lead Object

A

Leads are prospects that can be converted to accounts, contacts or opportunities

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5
Q

Describe the Campaign Object

A

Campaigns store information about marketing efforts

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6
Q

Describe the Campaign Member Object

A

Campaign members are individual contacts, leads or person accounts that are added to campaigns

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7
Q

Describe the Opportunity Object

A

Opportunities are used to store information about and track sales deals in progress

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8
Q

Describe the Product Object

A

Products are created in Salesforce to track products/services that are sold by a company

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9
Q

Describe the Pricebook Object

A

Pricebooks track the prices of products/services sold by a company

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10
Q

Describe the Quote Object

A

Used to model products, discounts, and quantities of products/services to customers

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11
Q

Describe the Order Object

A

Orders track customer requests for products/services

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12
Q

Describe the Asset Object

A

Specific products that customers have purchased in the past, including information about those products

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13
Q

Describe the Contract Object

A

The written terms between a company and a customer, which defines the terms of doing business.

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14
Q

Describe the Case Object

A

Cases are used to customer track issues. Can be created using web-to-case or email to case.

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15
Q

Describe the Solution Object

A

Detailed description of a customer issue and the resolution

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16
Q

Describe the Work Order Object

A

Tracks work to be performed for a particular customer

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17
Q

Describe the Work Order Line Item Object

A

steps or subtasks that must be complete

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18
Q

Describe the Task Object

A

Actions that need to be performed (calling a customer, sending an email or sending a quote)

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19
Q

Describe the Event Object

A

Object to track meetings w/customers, prospects or colleagues

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20
Q

Describe the User Object

A

A user record is created to identify a SF user

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21
Q

Describe the difference between Business Accounts and Person Accounts

A

Business Accounts - used for B2B, while Person Accounts can be created for individual customers
Person accounts are stored as an account and contact

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22
Q

How do Person Accounts differ from Business Accounts

A

Person accounts combine fields from account and fields from contacts into one record

Must be enabled by Salesforce support

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23
Q

Describe how Social Accounts work

A

Social Accounts allow linking accounts to Social networks and viewing activity/feeds

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24
Q

Describe how Merging Accounts works

A

Business accounts can be merged with other business accounts but not Person accounts and vice versa

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25
Q

Describe how Account Hierarchy works

A

Account Hierarchy relates accounts to one another in a parent-child relationship.

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26
Q

Describe how Account Teams work

A

Account Teams are created to define who can collaborate on an account, what roles the members play, and what level of access the members have.

This applies to the account and the related contacts, opportunities, and cases.

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27
Q

Describe how Opportunity Teams work

A

Opportunity teams are created by adding Account Team Members to the team either via web or mobile

28
Q

Describe how Contact Roles work

A

Contact Roles specify the role that a contact plays in an account

29
Q

Describe how Account Lifecycles are managed

A

Account Lifecycles are managed using Paths

30
Q

How many child accounts can be displayed in Salesforce Classic?

A

500

31
Q

How many child accounts can be displayed in LEx?

A

2000

32
Q

T/F Account Hierarchy can have multiple levels

A

True

33
Q

T/F In LEx, an Account Team can be added to an Opportunity Team with a single click

A

True

34
Q

Describe a private contact

A

A private contact is a contact that is not associated to an account

35
Q

How can contacts be created?

A

From the Contacts tab, the account detail page or import from the mobile application

36
Q

How can a contact be related to multiple accounts?

A

A contact is related to multiple accounts using the ‘Related Account’ related list on the contact’s detail page and must be enabled by an admin prior to use

37
Q

T/F Social network profiles can be linked with contact records in Salesforce

A

True

38
Q

How does mass email work in Salesforce?

A

Mass emails can be sent to a group of contacts at the same time and the responses tracked in Salesforce.

39
Q

How can an org chart be built on Salesforce?

A

By populating the “Reports to” field on the contact record

40
Q

T/F Org chart is available only in LEx

A

False

41
Q

How many contacts can be merged?

A

3

42
Q

How can contacts be merged?

A

From the contacts related list of an account

43
Q

How can Contact Hierarchy be set up?

A

Contact Hierarchy shows the contacts on an account hiererchy in LEx.

44
Q

Describe Contact Roles

A

Contact Roles specify the art each contact plays in an account/case/contract/opportunity

45
Q

What is a Lead Process?

A

Lead Process is a business process created by defining/customizing statuses or stages for leads.

46
Q

Describe Web to Lead

A

Web to Lead enables HTML to be added to a website to creates leads in Salesforce.

47
Q

Describe Auto-response rules

A

Auto response rules can be setup to send automatic email responses to lead submissions captured through web-to-lead, based on record attributes

48
Q

Describe Assignment Rules

A

Assignment rules apply criteria to sort, queue or act on leads

49
Q

Describe how Queues are used to manage Leads

A

Lead Queues can be used to hold leads that have not been assigned an owner. Can be used to prioritize, distribute and assign lead records to teams

50
Q

What are the two ways standard objects can be customized?

A

Adding fields

Creating relationships

51
Q

Describe the relationship between Accounts and Contacts

A

1:n lookup

52
Q

Describe the relationship between Accounts and Opportunities

A

1:n lookup, however, it behaves like a master detail, in that all opportunites will be deleted if the account is deleted.

53
Q

Describe the relationship between Accounts and Case

A

1:n lookup

54
Q

Describe the relationship between Contact and Cases

A

1:n lookup

55
Q

What types of relationships are supported between objects in Salesforce?

A

Master-Detail

Lookup

56
Q

Describe Master-Detail relationships

A

Links two records together as parent/child
rollup summaries can be created
deleting the parent deletes the children
relationship field is required on all detail records
Detail visibility is determined by the owner

57
Q

T/F: Sharing/security is inherited via lookup relationship

A

false

58
Q

How are self-relationships created?

A

By creating a lookup relationship to the same object

59
Q

What object supports hierarchical relationships?

A

User

60
Q

Describe external lookup

A

When the Salesforce record is the child record and an external record is the master in the lookup relationship

61
Q

Describe indirect lookup

A

When the Salesforce record is the parent record and an external record is a child in a lookup relationship

62
Q

Give an example of an extenal lookup

A

An external object (visible in Salesforce) displays a standard or custom object as a related list (ex: account)

63
Q

Give an example of an indirect lookup

A

Salesforce Account record displays a related list of orders from SAP

64
Q

Give an example of Master-Detail relationship

A

Timesheet and Timesheet Entry

65
Q

If a m-d relationship is setup between a standard object and a custom object, what must be true?

A

The standard object must be the master

66
Q

How can a many-to-many relationship in Salesforce be achieved?

A

Using a junction object, with a m-d relationship to both objects

Salesforce Admin (4 decks)

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