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SF Admin 201 JS > Section 2 SF Admin Deck > Flashcards

Section 2 SF Admin Deck Flashcards

(66 cards)

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1
Q

Chatter Features

A

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)

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2
Q

Activities customization

A

activity fields, validation rules, record types, page layouts

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3
Q

Custom splits

A

6 custom split types

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4
Q

Custom splits

A

Defined on most opp currency fields (cust currency rollup summary) And can be configured not to total 100%

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5
Q

Order types

A

Draft or Activated statuses (you can map more)

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6
Q

Order Set Up

A

Must be enabled in order settings

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7
Q

Order Set Up includes

A

Reduction orders and Negative quantitites

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8
Q

How to set up orders

A

Enable orders, enable reduc orders enable negative quanitity orders

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9
Q

Community types

A

Onboarding, Training, Recruiting, Ticketing, HR

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10
Q

Partner Commun. Features

A

Streamline onboarding, lead qual, lead distr, opp mgmt, deal reg, quoting

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11
Q

how do high vol commun access records w/o contract enabled

A

use sharing sets to share data

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12
Q

Cases - SF Email Efficiency

A

Email template, quick text, merge fields

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13
Q

What is the obj used to create detailed description of the cust issue & resolution

A

Solution

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14
Q

Where’s knowledge accessible

A

Internal Customer Partner community or public website

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15
Q

Article types are

A

Containers, types can have diff templates & page layout

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16
Q

Case automation includes

A

Case queues, auto resp rules, escalation rules, assignment rules, macros

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17
Q

basic capabilities of commun

A

customer commun = service cloud; partner commun = collaboration on leads sales ops + serv cloud

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18
Q

Does a commun have a template

A

yes predefined templates, or use visual force

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19
Q

Case process

A

is a support process

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20
Q

Case comments vs case feed

A

use case comments to track comments made by cust NOT just internal comments

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21
Q

what can you set in case settings

A

default case owner, notifications, templates

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22
Q

how to create a case

A

manual creation, web to case, email to case, on demand email to case, or commun. cust portal

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23
Q

What can you set in case settings

A

Default case owner, notifications, templates

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24
Q

Global search

A

knowledge search box > config to include knowledge fields in search results & filter options

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25
Knowledge components
Search \> attach to a case \> follow/unfollow articles
26
Can a knowledge article be attached to a record
If a lookup relationship has been created by the lead
27
Knowledge features
1. record types (articles)2. article sharing 3. publish process (draft or pub) 4. available classic + lightening
28
How to set up knowledge
Create record types \> customize page layouts \> set up access
29
Case Life Cycle
Case Creation, Case Mgmt, Case Collaboration
30
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!)
31
Case Mgmt
Support processes, serv console, case milestones, knowledge
32
Case Escalation
Case Feed Case Comments & Case Emails
33
Case Team Mbrs
Private, Read Only, Read/Write (visible cust portal)
34
Case Esclat.
Assign, notify (user, email, 5 email addresses)
35
Agent productivity
Support processes, serv console, knowledge
36
Serv Console
Case feed, knowledge, highlights panel, interaction log, macros, quick text, soft phone, live agent
37
Serv Console productivity features
TABS at top of screen + utility bar on 1 interface make you productive
38
Case Automation includes the following
Web to case, email to case, auto response rules, assignment rules, case teams, esclation rules
39
How to close a case
Closing path \> feed action \> status fields
40
Duplicate leads - what do you do?
"Find dupliactes" \> up to 3 leads can be merged
41
SF Knowledge
Send articles \> Auto creation \> Auto Suggestions \> Share article URL \> Knowledge Search
42
Agents knowledge article permissions
edit as a draft \>archive \>attach article
43
SF Content
Content Mgmt System to organize, collaborate, tag, search version control & share files internally & outside of SF
44
Libaries
File content mgmt for articles to USERS + PUB GROUPS
45
Case Feed
Collaborate, resolve cases; you can use Chatter internally or externally
46
Case
Auto response emails should be set up
47
Serv Console
Tabs/Subtabs, UI Indep, Productivity tool, Utility Bar
48
Case Record
Accept, Merge (up to 3). Clone, Change Owner, New Child Case (parent child records established)
49
Order changes include
Reduction in quantity, returns, cancellations
50
Forecasts
Sharing, View Only, View & Edit
51
Forecast
by date or revenue or quality to project
52
How many custom opp splits
6 ways
53
Account insights displays
articles
54
Orders or service is a
Product quantity
55
Quotes sync does what
multiple quotes are kept in sync with one
56
what types of fields can be used as the dependent field in a field dependency
multi select picklist custom picklist
57
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
58
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
59
where can password policies be set
1. pw policies can be maintained at the org level 2. pw policies SETTINGs can be maintained at each profile
60
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
61
what defines record level access in an org
OWD Sharing rules Roles
62
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
63
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
64
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
65
the user record sets ....
roles and license types Object permissions, page layouts and field level security are all set on the profile
66

SF Admin 201 JS (12 decks)

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