Products

Question 1

Force.com

Answer 1

Platform Core Service, Builds apps quickly with clicks or code

Question 2

Lightning

Answer 2

Platform Core Service, Provides Salesforce UI customisation with Lightning apps or components

Question 3

Heroku Enterprise

Answer 3

Platform Core Service, Builds highly scalable apps using modern development languages

Question 4

Salesforce Platform Einstein

Answer 4

Platform Core Service, Adds intelligence and prediction to core app dev services

Question 5

Scale

Answer 5

Platform Core Service, Processes billions of transactions and triggers rule-based act actions

Question 6

Salesforce Connect

Answer 6

Platform Add-On, Accesses external data and integrates with Salesforce apps and processes

Question 7

Shield

Answer 7

Platform Add-On, Provides additional encryption, event monitoring, and audit capabilities

Question 8

Sandboxes

Answer 8

Platform Add-On, Provides partial or full copies of their Salesforce orgs to support development, testing, and training enviornments

Question 9

Salesforce Indentity

Answer 9

Platform Add-On, Identifies and connects the business users to Salesforce, third-party clouds, apps, and devices

Question 10

AppExchange

Answer 10

Platform, collection of pre-built apps or extensions from salesforce and its partners

Question 11

Salesforce DX

Answer 11

Platform resource, a complete set of tools for developers to build Salesforce apps

Question 12

Service Console

Answer 12

Service Cloud Agent Feature, a single workspace for agents with all the information and tools they need to solve cases

Question 13

Omni-Channel Routing

Answer 13

Service Cloud Agent Feature, a complete view of an agent’s availability and customer wait times

Question 14

CTI

Answer 14

Service Cloud Agent Feature, a phone system connected to the service console

Question 15

Knowledge

Answer 15

Service Cloud Agent Feature, a knowledge base filled with articles and FAQs

Question 16

Einstein for Service

Answer 16

Service Cloud Agent Feature, artificial intelligence that automatically triages cases and recommends actions to decrease average handle time

Question 17

Dashboard & Reporting

Answer 17

Service Cloud Agent Feature, dashboards focused on the metrics service centers use most

Question 18

Field Service Management

Answer 18

Service Cloud Agent Feature, a set of tools that extend service cloud to include all mobile workers, letting dispatch agents schedule and route cases to those in the field

Question 19

Messaging

Answer 19

Service Cloud Customer Feature, A two-way mobile messaging service that lets businesses communicate with their customers via text, Facebook Messenger, WhatsApp, and more

Question 20

Chat

Answer 20

Service Cloud Customer Feature, A live chat software that lets businesses and customers chat online in real time on their websites or in the company’s apps

Question 21

Einsten Bots

Answer 21

Service Cloud Customer Feature, a chatbot solution that is embedded into apps or websites to handle common questions and gather information for agents

Question 22

Self-Service help centers and portals community

Answer 22

Service Cloud Customer Feature, a customer-facing portal where customers answer each other’s questions, helping others access the answers they want at any time from anyhwere

Question 23

Social Customer Service

Answer 23

Service Cloud Customer Feature, a platform that connects customers and businesses through social media

Question 24

Embedded Service

Answer 24

Service Cloud Customer Feature, a way to integrate customer service –such as chat and messaging– directly into websites or mobile apps

Question 25

CRM + Email

Answer 25

Salesforce Inbox Feature, automatically surfaces relevant sales cloud data, providing context for all customer interactions. Creates new leads, contacts, or opportunities and logs emails to sales cloud all without leaving the inbox

Question 26

Insert Availability

Answer 26

Salesforce Inbox Feature, tightly integrates email and calendar to make coordinating meeting times easy. Adds availability to an email and allows customers to book a meeting with one click

Question 27

Intelligent Notifications

Answer 27

Salesforce Inbox Feature, analyses email correspondence to help agents stay on top of every deal. Sends intelligent reminders if emails need follow up

Question 28

Smart Send

Answer 28

Salesforce Inbox Feature, provides email templates and quick attachments to faciliate efficient replies to prospect emails. Offers "send later" option to schedule exactly when a message is received by your customer

Question 29

Integrates with SF mobile app

Answer 29

Salesforce Inbox Feature, connects directly to the mobile app. Provides insights and updatable fields to keep data 100% accurate

Question 30

Product Catalog, Selection, and Configuration

Answer 30

CPQ Feature, Creates product bundles for easy and predefined packages. Offers product options, configurations, and customisations. Uses rules and constraints for accurate product combinations

Question 31

Pricing and Discount Management

Answer 31

CPQ Feature, Takes past purchase-based pricing into consideration. Manages approval workflows to streamline pricing and discounts

Question 32

Contract and Subscription Management

Answer 32

CPQ Feature, Creates and manages assets, service contracts, subscriptions, and entitlements. Automates renewals, quotes, and contracts

Question 33

Document Generation

Answer 33

CPQ Feature, Generates quotes and proposals with correct legal statements, cover letters, and relevant product information. Includes customisable quote and contract templates

Question 34

Order Management

Answer 34

CPQ Feature, Automates order creation to streamline product fulfilment and provisioning. Creates orders with ramp start dates or different ship locations. Connects to back-end financials or ERP for a full view of customers from within Salesforce

Question 35

Pardot

Answer 35

Sales Cloud Feature, aligns sales and marketing by using lead scoring and grading, prospect tracking, and lead nuturing to ensure the right leads go to the right agents at exactly the right time.