Sales Cloud Summer 2013

Front 1

1. Universal Containers was bought by a larger company and needs to provide information on a monthly basis to the new parent company to help predict sales.
Which data should the new parent company review?
A. Dashboard of user login history
B. Count of new lead records created
C. Number of activities tied to opportunities
D. Opportunity pipeline report grouped by month

Back 1

D. Opportunity pipeline report grouped by month

Front 2

2. When the billing address on an account is changed, the mailing address of all related contact records should be updated to reflect the new address.
How can this requirement be met?
A. Create a workflow rule on accounts.
B. Create a workflow rule on contacts.
C. Create a Force.com trigger on accounts.
D. Create a Force.com trigger on contacts.

Back 2

C. Create a Force.com trigger on accounts.

Front 3

3. Universal Containers is using Salesforce and has set up a private sharing model. Sam is a sales executive who reports to John, a sales manager. Sam has ownership of the ABC Company account record and has created an opportunity for ABC Company. There is a sharing rule that allows the finance team to see all accounts and opportunities.
Which statement is about data visibility is true?
A. John and Sam can see all of the same data
B. John can see all of Sam’s data but Sam CANNOT see all of John’s data.
C. The finance team must be added to the sales team in order to see Sam's opportunity.
D. John must be added to the sales team in order to see Sam's opportunity.

Back 3

B. John can see all of Sam’s data but Sam CANNOT see all of John’s data.

Front 4

4. Universal Containers is expanding sales internationally and has created new price books to handle the various currencies for the five new countries. When a sales representative selects one of the new price books to add a product to an opportunity, there are no products available.
What should be evaluated when troubleshooting this issue?
A. Confirm that product line items on opportunities are enabled.
B. Confirm that the products are shared with the sales representative’s role.
C. Confirm that the old pricebook is disabled for the sales representative.
D. Confirm that the products and currencies are associated with the pricebook.

Back 4

D. Confirm that the products and currencies are associated with the pricebook.

Front 5

5. Sales management at Universal Containers needs to provide channel partners with easy access to approved product documentation. They also need to notify partners about the material revisions and updates.
How can they achieve these goals in Salesforce?
A. Enable Content in the partner portal and enable Content email alerts for partner users.
B. Enable the Document tab in the partner portal and enable email alerts for partner users.
C. Add the Content related list to the partner contact page layout and enable content delivery.
D. Add the Content related list to the partner account page layout and enable content delivery.

Back 5

A. Enable Content in the partner portal and enable Content email alerts for partner users.

Front 6

Which task should be included in a business continuity plan for a contact center? (There are three correct answers.)

A. Route cases to agents in an alternate center.
B. Disable the Interactive Voice Response (IVR) system.
C. Deliver training on case handling for contingent staff.
D. Update the case status field values.
E. Monitor service level agreements (SLAs) and notify customers.

Back 6

The Answer is A,C,E.

Front 7

Universal Containers plans to deploy the new Service Cloud console to its support team.

Which steps should be considered in deployment? (There are three correct answers.)

A. Customize highlight panels for all objects.
B. Set up interaction logs and assign them to user profiles.
C. Assign users the Service Cloud User feature license.
D. Set up users and assign them to a queue.
E. Customize case list views.

Back 7

A,B,C

Front 8

Which metric influences customer satisfaction?

Choose 2 answers:
A. First call resolution
B. Cost per call
C. After call work
D. Call quality

Back 8

A. First call resolution

D. Call quality

Front 9

An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling.

Which support channel requires the smallest amount of agent work time?

A. Web to case
B. Email to case
C. Web self service
D. Chat

Back 9

C. Web self service

Front 10

Which method can be used to improve agent retention?

Choose 2 answers:

A. Mix telephony interactions with email and chat
B. Extend benefits to part-time agents
C. Provide additional training on tools and process
D. Allow shift trading between agents

Back 10

B. Extend benefits to part-time agents

D. Allow shift trading between agents

Front 11

Universal Containers plans to migrate data into Salesforce from a legacy system.

Which step should be taken before performing the data migration?

Choose 2 answers:

A. Perform data cleansing
B. Enable data validation rules
C. Develop data map
D. Normalize database

Back 11

A. Perform data cleansing

C. Develop data map

Front 12

Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

A. Telephony
B. Order Fulfillment
C. Enterprise Resource Planning (ERP)
D. Marketing

Back 12

C. Enterprise Resource Planning (ERP)

Front 13

Universal Containers is designing a contact center focused on customer billing inquires. The contact center includes the variables listed below.

• 2 million accounts in Salesforce
• 20 million invoices in an external application
• 600 support agents
• 300,000 transactions processed daily across agents

When agents view an account in Salesforce, they need to view the invoices associated with an account and view the detail of the invoices. However, agents do not need to update or report on invoice information.
Which solution would meet these requirements?

Choose 2 answers:

A. Create a bi-directional integration using the Salesforce API
B. Build a real-time integration to import invoices into a Salesforce custom object
C. Launch the customer billing application in Salesforce as a Web tab
D. Design a Visualforce page to display invoice data in Salesforce based on a real-time call

Back 13

C. Launch the customer billing application in Salesforce as a Web tab

D. Design a Visualforce page to display invoice data in Salesforce based on a real-time call

Front 14

Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search.

Which approach will ensure best system performance?

Choose 3 answers:

A. Custom indexes
B. Tiered data strategy
C. Record types
D. Divisions
E. Custom search

Back 14

A. Custom indexes

B. Tiered data strategy

D. Divisions

Front 15

Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service.

Which report should be included on the manager's dashboard?

Choose 3 answers:

A. Average Call Handle Time
B. Cases by Support Channels
C. Number of Portal Logins per Day
D. Escalated Calls
E. Knowledge Article Usage

Back 15

B. Cases by Support Channels

C. Number of Portal Logins per Day

E. Knowledge Article Usage

Front 16

A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases.

How can the supervisor use this data to drive greater consistency in average time spent by agents across the team?

Choose 3 answers:

A. Document and share the practices of Agent A with the team via knowledge articles
B. Lower the target for entire team to that of Agent A
C. Review case history and activities for Agents B and C
D. Build a dashboard to display individual performance by agent versus the team goal
E. Update case assignment rules to route more cases to Agent A

Back 16

A. Document and share the practices of Agent A with the team via knowledge articles

C. Review case history and activities for Agents B and C

D. Build a dashboard to display individual performance by agent versus the team goal

Front 17

What are the factors that influence sales metrics, drive KPI's and form key business challenges?

A. Weak pipeline
B. Low productivity (sales rep)
C. Poor predictability (forecast)
D. Ineffective selling

Back 17

A. Weak pipeline

Front 18

What are the factors that influence marketing metrics and drive key marketing business challenges?



A. Insufficient lead generation

B. Poor alignment with sales

C. Measuring marketing ROI

Back 18

A. Insufficient lead generation

Front 19

Explain a sales territory?

Back 19

An account sharing system that grants access based on characteristics of accounts.

Front 20

What are the components of a territory?

Back 20

Ans.

• A collection of accounts and users that have (at a minimum) read-access to accounts, regardless of owner

• Users within a territory have Read, Read/Write or Owner (the ability to view, edit, transfer, and delete record) access to records contained within the territory

• M:M between account, territory and user

• Ability to manually add accounts to territories or use assignment rules to auto allocate accounts to a territory

Front 21

What are the key benefits of Territory Management?

Back 21

• The ability to use account criteria to expand a private sharing model

• Provide support for complex and frequently changed sales organization structures

• Provide support for transferring users between territories, with the option to retain opportunities

• Enable multiple forecasts per user, based on territory membership

• Enable territory-based sales reports

Front 22

Are accounts, leads, opportunities and contacts all subject to the sharing enabled through territory management?

Back 22

No. Territory management only affects accounts and the standard objects that have a master-detail relationship to accounts. For example, opportunities are included in territory management but leads are not.

Front 23

Do territories need to be geographically defined?

Back 23

No, territories can be setup according to any hierarchy that you like.

Front 24

How do territories affect forecasts?

Back 24

When you enable territory management for your organization, your forecast data is derived from the
opportunities that are associated with the accounts in your territories.
Users will have a different forecast for each territory to which they are assigned.

Front 25

Is territory management automatically enabled out of the box?

Back 25

No. Territory management is not enabled by default in Salesforce. To request territory management for your organization, contact salesforce.com.

Your organization must be using customizable forecasting in order to enable territory management.

Front 26

What happens when you enable territory management?

Back 26

• Your Org Name is set as the top of the territory hierarchy

• A corresponding territory is created for each role in the forecast hierarchy

• Manual forecast sharing settings on the roles are copied to the new territory

• Based on role, active Salesforce users are added to territories

• Opportunities are assigned to the opportunity owner's territory

• Accounts are not assigned anywhere in the territory hierarchy

• Until you add or edit forecasts, forecasts will work as prior the change

Front 27

How does territory management differ to role hierarchies?

Back 27

• Territories need to be enabled by Salesforce.com

• Territories determine forecast and forecast roll ups

• A user can only have one role but can belong to multiple territories

• Belonging to a territory grants access regardless of ownership

Front 28

If a customer indicates they're keen to build a strong pipeline what key elements of the lead generation and lead qualification process requires consideration?

Back 28

• How you create trusted data through identifying the and determining the needs for leads

• Using validation rules to ensure data integrity on import

• Ensure the organization has a de-dup process in place

• Consider field level security, assignment and hidden fields rather than overdoing validation

Front 29

How do you 'manage the funnel'?

Back 29

• Ensure there is a sales methodology that supports the opportunity management process

• Ensure that there is visibility of the forecast; consider customizable forecasting

Front 30

What are several ways you can improve Sales Rep productivity?

Back 30

1. Improve data entry by consolidating data that may be stored across multiple systems into one comment set of forms/fields

2. Integrate to other systems that store client data and provide single view visibility into key data components

3. Ensure that client data is current and consistent across systems

4. Create reports and dashboards that provide a view of key metrics for the sales team

Front 31

What are the differences between account teams and sales teams?

Back 31

An account team is a team of users that work together on an account. Sales teams work together on opportunities, An Account team may include an executive sponsor, dedicated support representative, and project manager.

Front 32

If you work with the same account team regularly, can you set up defaults to manage reusable settings?

Back 32

Yes. You can set up a default account team. Your default account team will include the users that you normally work with on your accounts. You then have the option to automatically add your default account team to all of your accounts.

Front 33

How are sales teams set up?

Back 33

You can set up a sales team for any opportunity owned by you or one of your subordinates in your organization's role hierarchy. Ensure the Sales Team related list is allocated to your user’s profile

Front 34

Can anyone add a team member to an account team?

Back 34

No. You need to either be the owner sharing the record or have read permission on the account.

Front 35

Can reports disseminate information by teams?

Back 35

Yes. You are able to create reports that show data as 'My Account Team' or 'My Sales Team'.

Front 36

What is Salesforce to Salesforce?

Back 36

Salesforce to Salesforce is a mechanism for connecting two separate orgs (same or different companies) and enabling the sharing of leads, opportunities, contact, task, product, case attachments or data stored in custom objects with partners that use Salesforce in real time.