Salesforce Fundamentals

Question 1

What are the Salesforce core CRM objects??

Answer 1

Account
Contact
Lead
Campaign
Opportunity
Case
Solution
User

Question 2

How is the account object used?

Answer 2

Accounts can be created in Salesforce to store information about companies and individuals.

Question 3

How is the contact object used?

Answer 3

A contact in Salesforce represents an individual associated with an account

Question 4

How is the Opportunity object used?

Answer 4

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

Question 5

How is the case object used?

Answer 5

The Case object can be used to store customers questions, feedback, or issues.

Question 6

How is the solution object used?

Answer 6

A solution represents the description of a customer’s issue and its resolution

Question 7

How is the user object used?

Answer 7

A user record is created to allow a person to log into Salesforce and access information

Question 8

How is the campaign object used?

Answer 8

The campaign object is used to store information about a marketing effort such as a seminar

Question 9

How is the lead object used?

Answer 9

A lead is a prospect that can be converted into an account, contact, and opportunity

Question 10

How is the contact object used

Answer 10

A contact in Salesforce represents and individual associated with an account.

Question 11

What objects in Salesforce support Opportunity Management

Answer 11

Opportunity
Quote
Product
Price Books
Forecasts

Question 12

What objects represent an Activity?

Answer 12

Tasks and Events

Question 13

What objects in Salesforce support customer support and case management?

Answer 13

Cases

Solutions

Question 14

What objects in Salesforce support Marketing administration?

Answer 14

Campaigns and campaign members

Question 15

What objects in Salesforce are used to track what happens after sale and potentially integrate with ERP systems?

Answer 15

Contracts
Assets
Order
Order Products

Question 16

Which objects are used to represent field service capabilities?

Answer 16

Work Order

Work Order Line Items

Question 17

How do business accounts and person accounts differ?

Answer 17

Beusiness accounts can be created for B2B needs while person accounts can be created for individual customers

Question 18

Describe person accounts

Answer 18

Person accounts combine certain account and contact fields into a single record and must be enabled by Salesforce support

Question 19

Describe social accounts

Answer 19

Social accounts allow linking accounts to social network profiles and viewing activity/feeds.

Question 20

T/F - A business account can be merged with a person account

Answer 20

False

Question 21

T/F A person account can be merged with a business account

Answer 21

false

Question 22

Describe Account Hierarchy

Answer 22

Account Hierarchy allows storing parent-child relationships between companies

Question 23

How many child accounts in an account hierarchy are displayed in Salesforce Classic?

Answer 23

up to 500

Question 24

How many child accounts in an account hierarchy are displayed in LEx?

Answer 24

up to 2000

Question 25

Describe an account team

Answer 25

An account team can be created to allow a team of users who work together on an account to easily collaborate and track progress.

Question 26

Describe Contact Roles

Answer 26

Contact roles can be used to specify the part that each contact plays in an account

Question 27

How can the Account Lifecycle be managed?

Answer 27

using the Path feature in LEx

Question 28

T/F - Person Accounts are stored as both an account and a contact

Answer 28

True

Question 29

How can contacts be created?

Answer 29

From the accounts detail page Contacts tab Import from a mobile device using the Salesforce app

Question 30

Describe a private contact

Answer 30

A contact that is not associated with an account

Question 31

How can Contacts to multiple accounts be created?

Answer 31

It must be set up by the admin

Question 32

Describe Contacts to Multiple Accounts

Answer 32

Relating a contact to multiple account using the "Related Accounts" related list on the contact's detail page

Question 33

Describe Social Contacts

Answer 33

Social Network profiles can be linked with contact records in Salesforce

Question 34

T/F - Emails can be sent to a group of contacts at the same time

Answer 34

true

Question 35

T/F - Responses from Mass Emails sent from Salesforce can be tracked in Salesforce

Answer 35

True

Question 36

T/F - Org chart is enabled for LEx

Answer 36

False

Question 37

What must be populated in order for Org Charts to display?

Answer 37

the "Reports To" field on the contact detail page

Question 38

Where can contacts be merged?

Answer 38

from the "Contacts" related list of an account.

Question 39

How many contacts can be merged?

Answer 39

Up to 3, one must be selected as the master record

Question 40

What is a contact role?

Answer 40

Contact roles can be set up to specify the part that each contact plays in an account, case, contract, or opportunity.

Question 41

Describe Contact Hierarchy

Answer 41

Contact Hierarchy can be set up in Lightning Experience to show contacts on an account in a hierarchy