CRM Essentials

Question 1

What Is Salesforce?

Answer 1

Salesforce is your customer success platform, designed to help you sell, service, market, analyze, and connect with your customers.

Question 2

What Is CRM?

Answer 2

CRM stands for Customer Relationship Management. This technology allows you to manage relationships with your customers and prospects and track data related to all of your interactions. It also helps teams collaborate, both internally and externally, gather insights from social media, track important metrics, and communicate via email, phone, social, and other channels.

Question 3

Record

Answer 3

An item you are tracking in your database; if your data is like a spreadsheet, then a record is a row on the spreadsheet

Question 4

Field

Answer 4

A place where you store a value, like a name or address; using our spreadsheet example, a field would be a column on the spreadsheet

Question 5

Object

Answer 5

A table in the database; in that spreadsheet example, an object is a tab on the spreadsheet

Question 6

Org

Answer 6

Short for “organization,” the place where all your data, configuration, and customization lives. You and your users log in to access it. You might also hear this called “your instance of Salesforce”

Question 7

App

Answer 7

A set of fields, objects, permissions, and functionality to support a business process

Question 8

Salesforce Standard Objects

Answer 8

Accounts, Contacts, Leads, Opportunities

Question 9

Accounts

Answer 9

Accounts are the companies you’re doing business with. You can also do business with individual people (like solo contractors) using something called Person Accounts.

Question 10

Contacts

Answer 10

Contacts are the people who work at an Account.

Question 11

Leads

Answer 11

Leads are potential prospects. You haven’t yet qualified that they are ready to buy or what product they need. You don’t have to use Leads, but they can be helpful if you have team selling, or if you have different sales processes for prospects and qualified buyers.

Question 12

Opportunities

Answer 12

Opportunities are qualified leads that you’ve converted. When you convert the Lead, you create an Account and Contact along with the Opportunity.

Question 13

Lightning Experience

Answer 13

Lightning Experience is a modern, productive user experience designed to help your sales team close more deals and sell faster and smarter.

Question 14

Home

Answer 14

Home is a modern, intelligent home page, featuring a number of tools to help your sales team start their day fast. From Home, sales reps can monitor their performance to goal and get insights on key accounts. They can also access the Assistant, a list of things to do and places to be.

Question 15

Opportunity Workspace

Answer 15

Here, your sales process takes center stage, with customized coaching scripts for each stage in the sales process, at-a-glance insights and activity timeline, and the ability to create records quickly with fewer clicks.

Question 16

Accounts and Contacts

Answer 16

Remember that when an opportunity is converted, an account and contact are also created in Salesforce. An account is a company you’re doing business with, and a contact is someone who works at that account. Just like with opportunities, anytime your sales reps drill into an account or contact, they need to find what they’re looking for quickly. But unlike with opportunities, with accounts and contacts your reps are less likely to need to make updates. So we’ve optimized the layout for these pages for quick reference, allowing your sales reps to find information and gather insight at-a-glance.

Question 17

List Views

Answer 17

List views allow you to see records that are important to you.

Question 18

Opportunity Kanban

Answer 18

Sales reps can use the Opportunity Kanban, a visualization tool for opportunities, to review deals organized by each stage in the pipeline. With drag-and-drop functionality, sales reps can move deals from one stage to another, and get personalized alerts on key deals in flight.

Question 19

Reports and Dashboards

Answer 19

Similar to list views, reports are a list of records that meet the criteria you define. But unlike list views, with reports you can apply more complex filtering logic, summarize and group your data, perform calculations, and create more sophisticated visualizations of your data using dashboards.

Question 20

The Navigation Bar

Answer 20

The navigation bar is a container for a set of items and functionality. It’s always there, but the items within it change to represent the app you’re using.

Question 21

The Create menu

Answer 21

Create a new user
Create multiple users at once
Create a new custom object
Create a new custom tab
Create an email template
Create a workflow process

Question 22

Setup (at the top level)

Answer 22

Your one stop for customizations
Learn best practices
Make magic happen in your organization

Question 23

Object Manager

Answer 23

All standard and custom objects live in the Object Manager
All objects now have a standard detail page that stays visible while you drill into related lists
Infinite scroll on all objects’ related lists

Question 24

Create Menu

Answer 24

On every page in Setup
Quick access to perform common tasks
Quickly navigate to administrative creation pages without having to navigate the Setup tree

Question 25

App Menu

Answer 25

Customization node in the Setup Tree Use this to: Reorder Apps in the App Launcher Make apps visible or invisible in the App Launcher

Question 26

View Release Notes

Answer 26

Links to the most recent version of the release notes | Great point of reference for new and existing features

Question 27

what Chatter is

Answer 27

Chatter is a Salesforce collaboration application that lets your users talk to each other and share information in real time. Chatter connects, engages, and motivates everyone to work efficiently across the org, regardless of role or location. Chatter promotes collaboration on sales opportunities, service cases, campaigns, projects, and just about any other object or use-case you can imagine.

Question 28

mute a chatter post

Answer 28

In Lightning Experience, your users can mute a post from its detail view or from email. Users navigate to a post’s detail view by clicking its date-and-time stamp. Mute a post from an email by replying with 'mute' in the body of the message.

Question 29

FTCs

Answer 29

System-generated posts about record updates are called Feed Tracked Changes

Question 30

Chatter feed

Answer 30

A Chatter feed combines the Chatter publisher and the feed. The publisher appears on the Home and Chatter tabs, the user profile page, and group and record detail pages. Your users can use the publisher to write a post, ask a question, and create a poll. They can also perform other actions that you make available to them in the Chatter publisher.

Question 31

Chatter streams

Answer 31

Streams let your users combine all kinds of feeds into one stream for easy access to related information. For example, add the profiles of everyone up your management chain to keep an eye on what they’re up to. Add the record feeds from a current project to a stream to cut down on the bouncing around you must do to get the full picture.

Question 32

Global Chatter search

Answer 32

searches the entire org and returns only results the user has access to

Question 33

Chatter Feed search

Answer 33

lets users look for results from the current feed. Feed search offers a great way to find that vital bit of information buried in an active thread.

Question 34

Profiles

Answer 34

In Chatter, everyone has a profile page that shows their photo and some useful information. Use profiles to easily discover which teams people are on, who their managers are, where they’re located, and how to contact them.

Question 35

ways to get to profiles:

Answer 35

Search the person’s name using the global search field at the top of Salesforce. Search for People in the App Launcher. Click the People tab and find the person in a list of everyone you can see in Chatter. Click the People option on the overflow menu.

Question 36

Groups

Answer 36

Groups are the main collaboration space in Chatter. Users can organize a group around a project and add all project participants to it. Members use the group to exchange information, process a decision, and ask and answer questions. You can create a group for each of your company’s lines of business. Members use the group to discuss policies, practices, and recent events. Groups help users build, preserve, and share knowledge that’s vital to keeping everyone on track.

Question 37

group types

Answer 37

Public groups Private groups Unlisted groups Broadcast Only

Question 38

Public groups

Answer 38

Public groups are visible and open to all employees. Anyone in the company can join a public group, and then post, comment, and add files to it.

Question 39

Private groups

Answer 39

Private groups are members-only. People must request to join a private group. Only the members of the group can post, comment, and add files. Nonmembers can see the group’s picture and description but not the group feed or files. If the group allows external users, like customers, the group owner or manager must invite external users to join.

Question 40

Unlisted groups

Answer 40

Unlisted groups are invitation-only and don’t appear in list views and search results. An unlisted group is hidden from everyone except the members of the group. Only the group’s owner or manager can invite people to join an unlisted group. As the admin, you must enable the option to create unlisted groups.

Question 41

Broadcast Only groups

Answer 41

Broadcast Only groups are for making announcements. Only the owner and managers of a broadcast-only group can post to it. However, group members can comment on those posts. You can make any type of group broadcast-only.

Question 42

Engagement tab

Answer 42

All groups offer an Engagement tab for monitoring group membership and activity over time.

Question 43

Chatter Email Notifications

Answer 43

When you turn on email notifications for Chatter, your users start receiving emails about new posts, comments, and other changes.

Question 44

Chatter Settings

Answer 44

Turns Chatter on or off for your org. It also makes global search available or removes it.

Question 45

Groups settings

Answer 45

Provides options for your Chatter groups. Controls whether archiving is enabled, whether you can associate records with groups, and whether unlisted groups are allowed in your org.

Question 46

Rich Link Previews in Feed

Answer 46

Converts links in posts into embedded videos, images, and article previews. Larger images are truncated with a More link that lets your users see the full preview.

Question 47

Emoticons in Feed

Answer 47

Converts keyboard characters into emoticons, so these keyboard characters :) become this emoticon Smily emoticon.

Question 48

Out of Office

Answer 48

Makes a control available on user profile pages for setting a personal out-of-office message.

Question 49

Approval Posts

Answer 49

Allows requests for approval to appear in a user’s feed as a post.

Question 50

Coworker Invitations

Answer 50

Allows licensed Salesforce users to invite unlicensed coworkers to Chatter. Users who accept invitations see only profiles, files, and groups. They can't see any object details unless you grant them a full Salesforce license.

Question 51

Customer Invitations

Answer 51

Allows licensed users to invite customers to private groups the licensed user owns or manages. Customers can be invited from outside your email domains. They can see information only in the groups they're invited to. They can interact only with members of those groups.

Question 52

Actions in the Publisher

Answer 52

Actions in the Publisher is a legacy setting that has no application in Lightning Experience.

Question 53

Recommendations in the Feed

Answer 53

Allows the posting of recommendations for using the Salesforce Today app in your users’ feeds.

Question 54

Post and Comment Modification

Answer 54

Lets certain users edit feed posts and comments. Editors include the author, the person who owns the record that was posted or commented on, and the Chatter or community moderator.

Question 55

Rich Text Posts

Answer 55

Makes the editor that is provided for posts, comments, and question details a rich text editor. The rich text editor supports text formatting, inline images, and, when enabled for the org, code snippets.

Question 56

Pin Posts in Feeds

Answer 56

Make post pinning available to your communities and internal org. First make the feature available through this setting, then assign permission to pin through profiles or permission sets. When the permission is assigned, users can pin one post to the top of the topics and group feeds they have access to.

Question 57

How to make a useful post easier to find

Answer 57

by adding a topic to it. opics are search terms your users add to posts and comments. Topics take the form #topic, Users can also search for topics.

Question 58

Feed Tracking

Answer 58

Feed tracking lets you select not only the record types, but also the specific record fields to follow. Enable feed tracking so your users get Chatter posts and email notifications about changes to the records they follow. Feed tracking makes it easy to see changes to critical records anytime, anywhere. Many records and fields are tracked by default. You can further customize feed tracking to include or exclude different record types and fields.

Question 59

fields that are tracked by default when you enable feed tracking

Answer 59

Account: Account Name, Account Owner Case: Case Owner, Priority Group: Allow Customers, Description, Access Type, Information, Information Title, Name, Owner Contact: Account Name, Contact Owner, Name Lead: Lead Owner, Lead Status, Name Opportunity: Amount, Close Date, Opportunity Name, Opportunity Owner, Stage User: About Me, Address, Email, Manager, Phone, Title

Question 60

customize Salesforce

Answer 60

Both users and administrators can customize Salesforce.

Question 61

Personal Settings

Answer 61

Users can set their own personal customizations. Personal settings are visible only to the user who sets them up. Access personal settings by clicking your name, and then selecting My Settings.

Question 62

Administrative Settings

Answer 62

Administrators can make changes to the setup for an entire Salesforce org. Organization-wide settings affect all users, although a user's personal settings can override certain organization-wide settings.

Question 63

Person and business account have a few important differences.

Answer 63

Person accounts are forever. After they're turned on, you can't turn them off. If your organization uses both business accounts and person accounts, you’ll have to select which type of account you’re creating whenever you add an account. Person accounts can’t have contacts. Person accounts don’t have an account hierarchy.

Question 64

three specific types of ACCOUNT relationships

Answer 64

Contacts to Multiple Accounts Account Hierarchies Account Teams

Question 65

relationship rules

Answer 65

Every contact needs to be associated with a primary account.

Question 66

Related Contacts list

Answer 66

The Related Contacts list lets you view current and past relationships, and capture unique and custom details about these relationships so you always know who you’re talking to—or who you should be talking to.

Question 67

Global Enterprise Account

Answer 67

You could establish one global account and link all contacts, opportunities, cases, and so on to that single overarching account. Using one global account makes it easy to find that account’s records and to report on that account at the enterprise level. But it’s harder to manage a large mass of information, and not being able to easily view the big picture might make it hard to see what each location needs from you for your relationship to be successful.

Question 68

Location-Specific Accounts

Answer 68

Establish accounts for each location and create contacts, opportunities, cases and so on separately for each location. With this option, you maintain more accounts and need to set up a few more complex reports to get the big picture. But using multiple accounts means you can take advantage of account ownership, hierarchies, specific sharing settings, and more granular reporting. You can also more easily track and report on opportunities, cases, and other interactions for each account.

Question 69

Account Teams

Answer 69

more than one person works with each account A Salesforce Account Team can contain up to five people, each of whom can be assigned different roles and different levels of access to the account and its opportunities and cases. Like Contact Roles, Account Teams isn’t set up automatically. An administrator must turn it on and set up the roles that each team member can be assigned.

Question 70

Opportunities

Answer 70

Opportunities are deals in progress. In Salesforce you can create opportunities for existing accounts or by converting a qualified lead.

Question 71

Opportunity Stages

Answer 71

``` series of stages linked to type of tasks being performed Prospecting Developing Negotiation/Review Closed/Won Closed/Lost ```

Question 72

Contact Roles on Opportunities

Answer 72

Contact Roles for opportunities tell you which contacts you’re dealing with for the opportunity, and how each is related to the opportunity. You can also link contacts from other accounts to the opportunity using contact roles.

Question 73

Opportunity Team

Answer 73

Opportunity Team is a temporary group composed of people who can help you close the deal. Being a part of the Opportunity Team gives the team members special visibility into the opportunity, such as updates on Chatter.

Question 74

Leads

Answer 74

Leads are people and companies that you’ve identified as potential customers. In Salesforce, information about leads is stored in Lead records.

Question 75

assessing data quality

Answer 75

gure out how your company uses customer data to support its business objectives.

Question 76

data management plan includes

Answer 76

standards for creating, processing, and maintaining data.

Question 77

What is a report?

Answer 77

A report is a list of records that meet the criteria you define. It’s displayed in Salesforce in rows and columns, and can be filtered, grouped, or displayed in a graphical chart. Every report is stored in a folder. Folders can be public, hidden, or shared, and can be set to read-only or read/write. You control who has access to the contents of the folder based on roles, permissions, public groups, and license types. You can make a folder available to your entire organization, or make it private so that only the owner has access.

Question 78

What is a dashboard?

Answer 78

A dashboard is a visual display of key metrics and trends for records in your org. The relationship between a dashboard component and report is 1:1; for each dashboard component, there is a single underlying report. Like reports, dashboards are stored in folders, which control who has access. If you have access to a folder, you can view its dashboards. However, to view the dashboard components, you need access to the underlying reports as well. You can also follow a dashboard in Chatter to get updates about the dashboard posted to your feed.

Question 79

Each dashboard has a running user

Answer 79

whose security settings determine which data to display in a dashboard. If the running user is a specific user, all dashboard viewers see data based on the security settings of that user—regardless of their own personal security settings

Question 80

Dynamic dashboards

Answer 80

are dashboards for which the running user is always the logged-in user. This way, each user sees the dashboard according to his or her own access level.

Question 81

What is a report type?

Answer 81

A report type is like a template which makes reporting easier. The report type determines which fields and records are available for use when creating a report. This is based on the relationships between a primary object and its related objects. For example, with the ‘Contacts and Accounts’ report type, ‘Contacts’ is the primary object and ‘Accounts’ is the related object.

Question 82

Report type object

Answer 82

Each report type has a primary object and one or more related objects. For standard report types, you will typically see this represented in the report type name. You can have up to four related objects, and each can have the “with” or “with or without” distinction.

Question 83

Chart component type

Answer 83

Use a chart when you want to show data graphically. You can choose from a variety of chart types.

Question 84

Gauge type Component

Answer 84

Use a gauge when you have a single value that you want to show within a range of custom values

Question 85

metric type Component

Answer 85

Use a metric when you have one key value to display. Enter metric labels directly on components by clicking the empty text field next to the grand total. Metric components placed directly above and below each other in a dashboard column are displayed together as a single component.

Question 86

Table type Component

Answer 86

Use a table to show a set of report data in column form.

Question 87

Visualforce Component

Answer 87

Use a Visualforce page when you want to create a custom component or show information not available in another component type.

Question 88

Dashboard filter gotchas:

Answer 88

Filters can’t be added to dashboards that contain Visualforce components. It’s not possible to filter on bucket fields. However, it is possible to use a report filtered on a bucket field on the dashboard page. Filters aren’t applied when you schedule or email a dashboard. You can’t filter data on a joined report in dashboard view or add a filter to a dashboard that only has joined reports.

Question 89

Viewer access

Answer 89

With Viewer access you can see the data in a report or dashboard, but you can’t make any changes, except by cloning it into a new report or dashboard. All users have at least Viewer access to report and dashboard folders that have been shared with them. (Some users may have administrative user permissions that give them greater access.)

Question 90

Editor access

Answer 90

When you are an Editor on a folder, you can view and modify the reports and dashboards it contains, and move them to and from any other folders you have Editor or Manager access to.

Question 91

Manager access

Answer 91

With Manager access, you have the keys to the kingdom. You can do everything Viewers and Editors can do, plus control other users’ access to the folder, change the folder's properties, or delete the folder.

Question 92

Feed Tracking

Answer 92

To Enable option to follow a report or dashboard in Chatter.