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23 Cards in this Set
- Front
- Back
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4 Process Automation Tools
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Process Builder, Worfklows, Approvals, Visual Workflow
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Configure Actions at a later time, Send Outbound Messages
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Things Workflow Can Do But No Process Builder
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A point-and-click tool that you can use to design flows
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Cloud Flow Designer
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An application that automates a process by collecting, updating, editing, and creating Salesforce data. Can execute logic, interact with the Salesforce database, call Apex classes, and guide users through screens for collecting and updating data
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Flow
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Lets you create, maintain, track, specify and enforce service levels for your customers and help you determine which customers are eligible for support
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Entitlement Management
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Knowledge base where users can easily create and manage content
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Salesforce Knowledge
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Custom containers for articles
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Article Types
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Determines how the layout appears to viewers of the published article |
Article Type Template |
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Classify articles in Salesforce Knowledge
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Data Categories
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Access to data categories is defined by a user's?
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Role
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Upload, store, find, follow, share, sync and collaborate on Salesforce files in the cloud
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Files Tab
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Publish and share official corporate files with coworkers and deliver them to customers
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Salesforce CRM Content
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Create and manage content in a knowledge bases.
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Salesforce Knowledge
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Stores web resources such as logo, DOT files, and other Visualforce materials in folders without attaching them to records
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Documents Tab
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Attach files to records from the Attachments related list on selected detail pages
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Attachments
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Self-service and support community where users can post questions and receive answers and comments from other users or your support agents
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Chat Answers
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Brings together Case, Questions, and Answers and Salesforce Knowledge articles in a unified experience
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Chatter Answers
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Community of users who post, vote for, and comment on ideas
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Ideas
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Administrator-defined values that help organize ideas into logical sub-groups within a zone |
Categories |
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A member of the community who speaks credibly and authoritatively on behalf of your organization.
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Community Expert
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Suggestions posted by the members of an ideas community and are organized by zones
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Ideas
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Provide a forum in which you invite community members to post ideas about specific topics so that community members can solve problems or propose innovations for your company
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Idea Themes
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Organize ideas and questions into logical groups, with each having its own focus and unique ideas and question
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Zone
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