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Flashcards in Section 11 SF Admin Deck (111)
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1
Q

can diff sales processes be added to opportunities

A

yes - same with leads cases solutions

2
Q

sales reps use 3 active lead record types contact form

cold calling and customer sales manager

wants to assign customer record type

to be the default for all sales rep

BUT still have the options

to choose what record type to use

when creating leads manually

A
  • in sales rep profile page configure the default lead record type to customer under the record type settings section
  • this way when sales rep users create new records they will be prompted to choose from the available record types but will have customer record type radio button automatically ticked
3
Q

web to case generates

A

html code that can be included on the company website to capture cases form content - specific fields included on form capture limit - 5000 cases per day verification - reCAPTCHA verification

4
Q

setting up a new currency > company profile > manage currencies (in setup)

A

process is as follows pick the currency add the conversion rate enter decimal places

5
Q

case esclation rules can be

A

assign to a user or queue notify a user notify the case owner notify up to 5 selected email addresses

6
Q

case assignment rules are used to

A
  1. automatically sign cases to queues
  2. or users
    1. when they are created triggers when manually assigning a case
    2. OR when case is submitted via email web or community
  3. activation –only 1 assignment rule can be active but each rule can have multiple entries
  4. rule entries –rule entries are evaluated until a match is found then the case is assigned
7
Q

customers are constantly calling to check the status of their repair case

A

use a WORKFLOW RULE set up rule to email the customer of each status change

8
Q

international company has 2 active record types for its cust and partners from diff countries

they are available for all users with account exec user profiles

but the acct manager wants to set record types specifically for a number of acct exec users to customer record type

A
  • configure default acct record type for every designated acct exec in their personal settings
  • either the acct exec can perform this step or the system admin
9
Q

global finances deals with us based and foreign customers there is a requirement to verify if the contact information is in the correct format for the location

A

create diff fields for all the possible location info create diff record types and page layouts for each country add the appropriate fields to each page layout assign the page layouts to the appropriate record type

10
Q

sales rep should only take web leads for business customers and individual customers must come through in person contact

A

create 2 record types business and individual adjust the picklist for the individual record type to remove web as a lead source

11
Q

user set up and customization

A

Setup>Users *Users = salesforce (remember accounts, leads all created) **new user set up, in this step enter user name via email ***roles ****locale settings are updated here for the user

12
Q

both eastern and western sales teams use opportunities …each team sells a diff set of products and records based on the region in which the lead is based

A

create eastern and western record types adjust the picklist to match each teams region type adjust region picklist so it only matches the regions that each team covers

13
Q

what role access can be granted to a new case team member

A

private read only read/write visible in customer portal

14
Q

abc corp has diff sales processs for projects under $500K and those above projects above $500K should go thru finance and have more hands on mtgs with the customers while those under the amt will not need this attention

A

create a bus process and set the stage list appropriately for projects under $500K and for those over $500K

15
Q

path purpose

A

capture lifecycle of standard objects such as leads campaigns accts contacts cases and are sued to guide users along steps in a process *can be created for custom objects and certain standard objects in lightening only **similiar to visual guidance ***if a step has dependent fields all fields can be updated when updating a record from a path ****up to 5 fields displayed

16
Q

Organizational set up ….what is in the company profile

A

*Org details *user licenses (salesforce, force.com e.g) *feature licenses (marketing user e.g.) *list the currency - corp Q, also serves for the currency conversion rates *Personal locale overriding the org setting *users time zone which overrides the org default time zone setting (links to when people have access to the tool)

17
Q

what does enhanced lookup offer

A
  1. Search on all fields 2. Sort 3. Filter 4. Customize columns 4. Page navigation 5. Auto completion
18
Q

what does case escalation rule do…

A

perform an action when a case meets certain criteria activation rule entry actions action trigger

19
Q

case automation features

A

case assignment rule (routing to a queue) case auto response rule (auto email) case escalation rule (5 escalation activities) web to case (HTML - web form) email to case (create cases from email sent to support) case teams (support users collaborate) case queues (hold cases not assigned to a user) macros (automate reped tasks) ownership transfer (change link) support channels - live agent/omnichannel

20
Q

what do business hours AND holidays impact in SF

A

they are used to calculate case escalations and entitlements

21
Q

case auto response rules can be used to send

A

an automated email response to a cust when a case is created email - is sent to the contact on the case activation - only 1 auto response rule can be active at a time rule entry - each auto resp rule can have multiple rule entries survey - can be auto sent via email when rules are met

22
Q

What search types are available

A
  1. Global 2. Sidebar 3. Advanced - combination of wildcard and fields
23
Q

what happens when you change the custom fiscal year setting in salesforce…..

A

*default - standard Georgian calendar, first day of month **custom - follows the custom structure and you define it; it can not be disabled once you enable it ***changing a fiscal year start month may delete existing forecasts, forecast history, forecast overrides, reports and all quotas (to preserve use month that starts a fiscal year NOT a random month)

24
Q

case auto response rules differ from email alerts….

A
  • case auto response rules are only sent to the contact on the case
  • or the submitter (only 1 email per criteria)
  • and email alerts can be sent to ANYONE
    • up to 10 emails on each criteria
25
Q

business handles tech and cust serv cases tech cases need make model and warrently info cust serv cases don’t require those fields

A

create 2 page laypouts - 1 tech and 1 cust serv set required fields on tech page only create 2 record types - tech + cust serv and assign page layouts

26
Q

case teams are predefined teams so users can quickly add people the frequently work with on a cases…features include…

A

assign role (predefined roles) owner access (case owners have read/write by default) assign case (assignment rules) update alerts (email alerts)

27
Q

when is advanced curr mgmt used?

A

allows for dated exchange rates to be recorded to allow the opp to track the correct amt when the opp is closed

28
Q

what does a SF admin need to do to enable sales reps to change the price book on an opp using the mobile app?

A
  1. include edit quick action on the opp page layout for mobile
  2. add price books field ot the opp page layout
29
Q

list functionality available to the

reps on a salesforce mobile device

A
  1. submit records for apporval - using the “submit for approval” button
  2. leads can be converted using the SF app
  3. most standard objects such as accounts, contracts, opps and cases can be maintained (created, viewed, edited)
30
Q

what can admin do with

the salesforce app

A
  1. unlock a user
  2. update certain user detail fields
  3. freeze a user
31
Q

how do you manage

chatter posts on salesforce app

A

use the MUTE POST feature

Notes* there is no hide post feature and you can only delete a chatter post if you create it or have special perm to do so …..

32
Q

what is true when

a user converts a lead using the SF

mobile app

A

duplicate records can be created

33
Q

how can you show report high level

overview of specific metrics

on the sf app

A

use report highlights

(used to display up to 8 key metrics)

34
Q

lightening sync can be used with

outlook integration

to sync what?

A

contacts

and

events

between SF and Outlook

35
Q

what objects can a user create new

records in the SF mobile app

A

opportunities

and

cases

36
Q

what is the name of the feature

that adds outlook emails to salesforce

as an email message

using the SF outlook integration

A

Enhanced email

Notes -

  • remember lighteing sync is used to keeep contacts and events in sync
  • lightening email templates can be used with outlook to ensure consisten messaging and save time
37
Q

salesforce admins

manage users in the app

with the following

functionality

A
  • edit user details
  • reset user pw
  • deactivate users
38
Q
A
39
Q

how do you manage a group in chatter that does not want to be visible and how does a manager control access to those group (s)?

A
  • enable unlisted groups in chatter settings
  • ensure that the director has the manage unlisted groups permission

Notes* - unlisted groups offer more privacy than private groups

A private group would provide visibility to others (group name description & members are listed)

40
Q

users should be able to

create and edit tasks but NOT delete them

How do you accomplish this

A

Create trigger on tasks to prevent deletion

Notes* there is no delete tasks perm available AND if you remove the EDIT tasks the user will not be able to crete or edit tasks

A trigger is required to prevent the deletion of task records

41
Q

Apex TRIGGERS

what do they allow you to do

A

Enable you to preform custom actions before or after changes to SF records; such as insertions, updates or deletions

Note* - A trigger is an Apex Code that executes before or after the following types of operations:

insert update delete

42
Q

How can activity timeline be used

in lightening experience

A
  • uncompleted tasks are displayed in the upcoming and overdue list
  • activities displayed can be filtered by date and activity type
43
Q

summarize the features of chatter

A
  1. chatter feed tracking allows real time notification of changes to a particular record
  2. the chatter user profile allows a user to share important info about themselves
  3. a user can choose to follow indiv records using chatter ‘what i follow’ feed

Note* - chatter follows record sharing model defined in org AND SF console does not support chatter

44
Q

what is a follow up event

in lightening experience used for

A

it is created to follow up on an existing task

key info is copied from the original task

so sales reps don’t have to enter data 2x

Note* - unlike a follow up task a LOCATION can be specified in a follow up event

45
Q

what is true about

private events in SF

A

user that created the event and

any user with

VIEW ALL DATA or

MODIFY ALL DATA

permissions can view the event

46
Q

what is true about group

tasks that admins should know

A
  • group tasks are enabled by default in lightening experience
  • each member of the group is assigned a copy of the task

Notes* 200 users can be assigned an indep copy of the same task; group tasks are enabled by default; personal groups are a good way to organize users into groups; group tasks are ONLY created for PERSONAL GROUPS

47
Q
A
48
Q

what can be done with

the activity tab in

lightening experience

A
  • it can be used to send an email

Note*- a custom send email action can be created if you need to send email to users

49
Q

users want to schedule

events for monthly mtgs in SF

how do you complete this

A
  • ADD repeat checkbox to the page layout for events
50
Q

what do chatter free users have access to

A
  • files shared to the groups they belong to
  • member profiels for any groups they belong to

Note* - chatter free lic allows internal users to join and collaborate in groups post comments and share files

51
Q

what is true if you freeze sharing on a file

in sf

A
  • further sharing of the file by users is prevented BUT the owner and the admin can share the file IF they have collaborator access to the file
52
Q

user wants to collbaorate and discuss a record as a team

how does an admin do this most efficiently

A
  • create a group for the set of users and allow the ability to add records to chatter groups by
    • ENABLING ALLOW RECORDS in GROUPS setting
53
Q

sales manager has requested

a report of the feeds on certain objects

what is reqirred to keep track

of the feed activities on a record

A
  • a custom report based on a custom report type

Notes* - sf admin can enable the sales manager to monitor recrod feed engagement on standard and custom objects by creating a custom report type from OBJECTS> OBJECT FIELDS

54
Q

chatter -

what is true regarding editing feeed posts and comments

A
  • admins can edit ANY post
  • ability for users to edit their own feed posts is enabled by default
    • See permissions EDIT MY OWN POSTS
    • and EDIT POSTS ON RECORDS
55
Q

activites can be …..such as accounts contacts caseas and opportunities

A

RELATED

56
Q

activities can be ….

A
  • activites can be independent as a personal task or event
57
Q

Tasks and events objects have a ….

field used relating to lead or contact objects

A

WHOID

58
Q

task and events objects have a ______

used for relating to account opp

campaign case and other objects

A

WHATID FIELD

59
Q

Repeat recrurrence can be set for _________

A

Tasks and events

60
Q

Tasks and events can be ______

A

Customized with

custom fields

validation rules

record types

page layouts

61
Q

tasks and events can be _________

A

copied by clicking the

create follow up task or create follow up event

buttons

62
Q

activities can be viewed from_______

A

calendar

home page task list

and records (accts contacts cases and opps)

63
Q

activities can be related to

A

standalone

personal tasks

events

64
Q

how can you display tasks or events of a

contact

A

you need to enable roll up activites to a

contacts primary account

option should be selected in

setup

65
Q

updated roll up setting is available____

A
  • application - only new activites
  • consideration - existing activives
  • recommendation - in an org where there is multiple accts DO NOT update to the roll up setting
66
Q

what is a

shared activity

A

shared activity is a

task or event

that is related to

MULTIPLE CONTACTS

example: record attendees of a meeting

limited to 50 contacts

67
Q

can a task be shared to multiple contacts

A

YES, a task can be shared to

multiple contacts in a

CASE RECORD

68
Q

what does the activity setting control

A

general activity and behavior functionality

these settings can be enabled or disabled

  • group tasks
  • activity reminders
  • multiday events
  • shared tasks and events
69
Q

what does the

shared activites and

default activites view do

A
  • Shared activities - enabling shared activites is done using the setting
    • Allow users to relate multiple contacts and task events
    • this can take up to 48 hours
  • default view can be set to either related lists or activity timeline
70
Q

in a calendar if a user creates and event and

associates a file to it

who can view it

A

anybody with access to the event can also view the file

71
Q

who can be an attendee in a calendar view

A

attendees field can be added to the events page layout

  • users
  • contacts
  • person contacts
  • leads
72
Q

can individual calendars be ________

A

shared OR hidden

73
Q

item limit

what can be displayed in a day or week view

A

150 items

74
Q

calendar can be customized by ______

A

applying a list view

75
Q

repeating events are also called

A

event series

76
Q

list the chatter features

A
  • topics
  • chatter editions
  • posts
  • chatter settings
  • feed
  • groups
  • following
  • security
77
Q

chatter posts are_______

A

updates or comments

made on particular record within a group

78
Q

Posts include______

A

Post attachments (files and links)

and

Bookmarked posts

79
Q

how can a topic be added to a record

A

use the topic lightening component

or

chatter post hastags

80
Q

what is the notification builder

A

a tool to allow the admin

to manage chatter notifications

types include:

standard

custom

81
Q

chatter feed tracking can be used to display

A

changes to record fields

standard objects

custom objects

limit - 20 fields

82
Q

types of chatter groups include

A

public group

private group

unlisted group

83
Q

what is a broadcast group in chatter

A

announcements are made through here

group members can respond but can’t create NEW posts

all 3 types of groups can be marked as a broadcast group

84
Q

chatter post access is determined by _____

A

record

or

group

access

85
Q

does @ mentioning someone give them access in chatter

A

NO….must be part of group/security must be enabled

86
Q

fields visbility rules

A

files attached to a post follow the

same visibility rules as the post itself

87
Q

what activity mgmt features

can be controlled

using settings

A

shared activites

group tasks

recurrance

activity reminders

multiday events

88
Q

where are activities found in SF

A

home page

calendar view

activity related list

on a record

89
Q

3 calendar types

A

user

public

resource

90
Q

what can be customized with activites

A

activity fields

validation rules

record types

page layouts

91
Q

where can sent emails related to a record be found

A

activity history list

92
Q

what is a chatter feed

A

sorted list of

acitvities

posts

comments

records

93
Q

what is the usage of chatter topics

A

allows posts to be organzied

94
Q

what are chatter publisher actions

A
  • post
  • file
  • new
  • poll
95
Q

what is outlook integration sync

A

enable outlook integration

96
Q

what does lightening sync do

A

configured in order to sync contacts and events between outlook and salesforce

97
Q

outlook integration is an________-

A

add in for outlook

that can be used to integrate outlook w/ SF

98
Q

outlook integration productivity feature helps users_____

A
  • view sf records
  • create sf records
  • log emails
  • search for recrods
  • create email with templates
  • sync contacts and events
99
Q

what objects can be viewed from outlook

A

contacts

accounts

leads

opps

cases

users

custom obj

100
Q

what is the difference between sf for outlook

and outlook integration

A

outlook integration - is cloud based vs

the older product of SF ror outlook

101
Q

evaluation criteria for workflow includings

A
  1. created
  2. created and every time it’s edited
    1. Notes*- a rule would run if the value is more than $x and it is edited; manager could recieve an email every time the case with this condition is updated
  3. created and any time it’s edited to subsequently meet criteria
    1. Notes* - if this option is selected the workflow runs once the case with a cost value of $X is creatted BUT if the case is edited it wont run again if the cost value remains the same

Rule criteria would then run the rule if….

“Criteria is met”

102
Q

business processes are

only available for…

A

standard objects such as

lead

solution

opportunity

case

103
Q

best practices to follow

in order to manage changes

to permissions for diff groups

A
  1. use perm sets to extend perm for indiv or small groups as required
  2. salesforce admin should not create a cust profile every time a user requires add access or perm
104
Q

sales rep has high priority case

created for account

what should admin configure

A

create workflow rule

to send email alert to

account owner

105
Q

what is the max file size

for a file uploaded to salesforce

content by a user from a standard

user interface

A

2 GB

106
Q

salesforce

record level sharing

available in SF

A
  • OWD
  • Roles
  • Sharing rules
107
Q

an admin is tasked with data quality

what is true regarding universally

required fields

A
  1. field is auto added to page layouts
  2. field can not be hidden
  3. required fields can be applied to txt, number and picklist fields

Field level security DOES NOT override universally required fields

108
Q

reporting snapshots can be used with…

A

tabular and summary reports

109
Q

workflow rules are used for

A
  1. create tasks
  2. update fields
  3. send email alert
  4. send outbound msg
110
Q

password policies can be set at the…

A
  1. org level and include pw history, length and complexity
  2. pw policies can also be set at the profile level which overrides org wide pw policies
111
Q
A