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304 Cards in this Set
- Front
- Back
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Multitenancy Definition |
An architecture where multiple companies share the same instance to store their data. (Single tenant is where each company has their own instance of the software application and supporting infrastructure.) |
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Multitenancy Advantages |
Cost savings- Because all application code is in one place, it is much easier (and cheaper!) to maintain, update and backup the application and its data. Utilization- Another advantage of multi-tenancy is the lower system requirements. Because an application and database are shared by multiple clients, it is not necessary to have a dedicated server for every client. This is a clear improvement in resources utilization. |
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Multitenancy Disadvantages |
Scalability- Because multiple clients share a server, scalability may become a problem. In single-tenant applications, all clients have their own resources and whenever a new client wants to use the application, resources are added. In multi-tenant applications, all clients share the same resources and it is possible that, at some point, these resources become overloaded. Security- Let’s say a hacker is able to break the encryption of a database operated by a cloud service provider. If it’s a multitenant service, chances are he or she will be able to steal the data of dozens or hundreds of different business customers all stored on that database. |
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Commonly Used Standard Objects |
Accounts Campaigns Cases Contacts Leads Opportunities |
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Master-Detail Objects vs Related List Objects |
Master- Detail: relationship in which the master object controls certain behaviors of the detail object. 1) Master record is deleted, child deleted as well. 2) Owner of detail is owner of master 3) Detail inherits master sharing rules and security settings 4) Master-detail field is required on page layout of detail record. 5) Supports roll-up summary fields (detail rolls up to master). Objects in related list are on the many side of a relationship. |
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Lookup Relationship Definition and characteristics |
Links two objects together. Lookup relationships are similar to master-detail relationships, except they do not support sharing or roll-up summary fields. You can: 1) Link two different objects 2) Link an object with itself, with the exception of the user object Lookup field and related list is optional on page layouts Lookups can be: 1) External- child standard, custom, or external object to a parent external object 2) Indirect- child external object to a parent standard or custom 3) Hierarchical- (user object only) |
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Agile Methodology |
Division of tasks into short phases of work and frequent reassessment and adaptation of plans. |
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SCRUM |
Scrum is a management and control process that cuts through complexity to focus on building software that meets business needs. Management and teams are able to get their hands around the requirements and technologies, never let go, and deliver working software, incrementally and empirically. Scrum itself is a simple framework for effective team collaboration on complex software projects. Ken Schwaber and Jeff Sutherland have written The Scrum Guide to explain Scrum clearly and succinctly. |
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Waterfall |
The waterfall model is a sequential design process, used in software development processes, in which progress is seen as flowing steadily downwards (like a waterfall) through the phases of conception, initiation, analysis, design, construction, testing, production/implementation and maintenance. |
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Relationships between Accounts Campaigns Cases Contacts Leads Opportunities |
Contacts, cases, opportunities lookup to account. Leads and opportunities lookup to campaign. Cases lookup to account and contact. Leads can be converted to accounts, contacts, and opportunities. Campaigns can come from a rented or purchased list, contacts, leads, or person accounts. Campaigns can then influence opportunities. |
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Related Lists |
Related List: Visual representation of relationship between one object and another. Displays on the lower portion of the detail page for another record. Can be customized on page layout. Examples: items on the many side of a relationship, open activities, activity history, notes and attachments |
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Parent-Child Relationships |
A lookup field or master-detail is created on the child object, which looks up to the parent. The lookup can be required (master-detail) or not (lookup). If the lookup record is deleted you have the option to 1) Clear the value of the field 2) Don't allow deletion of the record (good if there are workflow dependencies) 3) Delete this record also (can result in cascade delete) |
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Record Types |
Record types let you offer different business processes, picklist values, and page layouts to different users. (Select record type to determine page layouts, picklists, business processes, related lists. With workflow, you could change record type, then page layout) If more than 1 record type is assigned to a user, the user will be able to select the record type when creating a new record. Examples: Accounts- Business, Individual, Partner Opportunities- Products vs services Cases- customer support vs employees |
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Master Picklist |
Complete list of picklist values that can be used in any record type. The master picklist is independent of all record types and business processes. If you add a picklist value to the master picklist, you must manually include the new value in the appropriate record types. If you remove a picklist value from the master, it is no longer available when creating new records, but records assigned to that value are unchanged. |
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Page Layouts |
Control the layout and organization of detail and edit pages. Control which fields, related lists, and custom links users see on edit and detail pages. Control which standard and custom buttons display on detail and edit pages. Determine aspects of mini page layouts, record type, profile associations, related lists, fields, and field access settings. Should not be used to secure data- users can still access fields by reports, search results, list views, and API. Use field level security to restrict all means of accessing field. |
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Salesforce Communities |
Branded spaces for your employees, customers, and partners to connect. Examples: Customer support, Sales, Events |
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Salesforce Knowledge |
Salesforce Knowledge is a knowledge base where users can easily create and manage content, known as articles, and quickly find and view the articles they need. Customers and partners can access knowledge articles through communities (or portals if they have not migrated to communities) |
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Business processes types and definition |
Types- Sales, Lead, Support, Solution Use multiple business processes to display different picklist values for users based on their profile. Multiple business processes allow you to track separate sales, support, and lead lifecycles. After creating a sales, support, lead, or solution process, assign the process to a record type. The record type determines the user profiles that are associated with the business process. |
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What can you not edit on a standard profile? |
Any Permissions (Admin/General User/Object) |
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Profiles and Permission sets must share what |
User License |
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Items profiles control that permission sets cannot |
Console Layout Page Layouts (standard and custom) Password Policies Login IP Ranges |
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Items shared by profiles and permission sets |
Field Security/Permissions Tab Settings Assigned Apps Connected app access Object tab settings Object Permissions (CREDVM) Apex/Visualforce Nearly all system/user/admin/app permissions |
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Items controlled in User Edit and Detail |
Company info, etc Role User License Profile Active or deactivated Feature Licenses: Marketing, Offline, Knowledge, Force.com Flow, Service Cloud, Site.com Publisher, Work.com, Salesforce Classic, Data.com, Salesforce CRM Content Email Encoding Mailing Address Time Zone/Locale/Language Approver Status Receive Salesforce Newsletters Generate New Password Permission Set Assignments Groups Queues Teams Managers Territories Third Party Account Links Installed Mobile Apps Authentication Settings for External Systems Login History User Provisioning Accounts |
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Fields required for new user |
Last Name Alias Username Nickname (for Communities) User License Profile |
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Adoption Manager |
Sends emails to users to adopt Salesforce1 (starts with email inviting to download Salesforce1) then email journey to help. Also encourages dormant users. (not customizable) |
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Mass Email recipients |
Contacts or person accounts Leads Co-workers (Other Salesforce users) |
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Mass email steps |
1) Choose type of recipient (contacts, person accounts, leads, other Coworkers) 2) Select or create list view 3) Choose email template (need email template) 4) Select Bcc me and/or store activity/Use my signature/Mass Email Name 5) Send |
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Public Groups Definition |
A public group is a set of users. It can contain individual users, other groups, the users in a particular role or territory, or the users in a role or territory plus all of the users below that role or territory in the hierarchy. |
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Types of Groups |
Public groups—Administrators and delegated administrators can create public groups. Everyone in the organization can use public groups. For example, an administrator can create a group for an employee carpool program. All employees can then use this group to share records about the program. Personal groups—Each user can create groups for their personal use. For example, users might need to ensure that certain records are always shared within a specified workgroup. |
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How groups are used |
To set up default sharing access via a sharing rule To share your records with other users To specify that you want to synchronize contacts owned by others users To add multiple users to a Salesforce CRM Content library To assign users to specific actions in Salesforce Knowledge |
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Types of queues |
Lead Case Knowledge article version Service contract Custom objects |
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What is created after a queue is made, who can access it, and how? |
List view. Queue members and those above in role hierarchy. List view from cases, leads, Service contracts, or custom objects. |
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How many login history attempts can admins view? How can it be accessed, and how many months |
Most recent 20,000. CSV file from most recent 6 months. |
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Types of connected apps |
Chatter Desktop Chatter Mobile for Blackberry Salesforce files Salesforce1 for Android Salesforce1 for iOS Salesforce1 for Windows SalesforceA |
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Define Territories/management |
Territory management is an account sharing system that grants access to accounts based on the characteristics of the accounts. It enables your company to structure your Salesforce data and users the same way you structure your sales territories. |
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Enterprise Territory Management Default Access Level Options |
Users Can: View and Edit Accounts OR View, Edit, Transfer, Delete Accounts Assigned to their territory |
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How do territories affect forecasting? |
When you enable territory management for your organization, the territory hierarchy also becomes the forecast hierarchy |
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Define Territory Type |
Territory types help you organize your territories by key characteristics important to your company |
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Territory Model |
A territory model represents a complete territory management system for your organization. Modeling lets you create and preview multiple territory structures and different account and user assignments before you activate the model that works best |
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Territory Hierarchy |
The territory hierarchy shows a model’s territory structure and serves as its main interaction point |
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Territory Model State |
Territory model state indicates whether a territory is in the planning stage, in active use, or archived. |
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What is found in Company Profile Section? |
Company Info Fiscal Year Business Hours Holidays Language Settings |
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What does Company Information contain? |
Org detail User licenses (status/total/used/remaining) Permission Set Licenses (status/total/used/remaining) Feature Licenses (status/total/used/remaining) |
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Types of Feature Licenses |
All defined with "user" at the end: Marketing, Apex Mobile, Offline, Knowledge, Force.com Flow, Service Cloud, Data.com, Live Agent, Site.com Contributor, Site.com Publisher, Chatter Answers, Work.com, Salesforce CRM Content |
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Setting Organization Business Hours specifies what? |
Specify the hours when your support team is available to serve customers |
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Setting business hours lets you apply specific time zones and locations to: |
Milestones in entitlement processes Entitlement processes Cases Case escalation rules |
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Who can edit the following settings: Currency Corporate Currency Default Currency ISO Code Default Language Default Locale Default Time Zone Information Currency Language Locale Time Zone |
Currency: User in a multiple currency organization Corporate Currency: Administrator in a multiple currency organization Default Currency ISO Code: Not editable Default Language: Administrator Currency Locale: Administrator in a single currency organization Default Locale: Administrator Default Time Zone: Administrator Information Currency: Not editable Language:User Locale: User Time Zone: User |
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Define ISO Code |
Three-letter alphabetic codes that represent the various currencies used throughout the world |
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Account Sharing Rules sets default access for: |
Accounts and their associated contracts, opportunities, cases, and optionally, contacts and orders |
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Sharing rules allow you to: |
Selectively grant data access to defined sets of users |
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External OWDs provide: |
Separate organization-wide defaults for internal and external users |
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Which objects support external OWDs |
Accounts and their associated contracts and assets Cases Contacts Opportunities Custom Objects Users |
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Standard report visibility |
(Enabled by default in sharing settings)
You can control whether users can see reports based on standard report types that can expose data of users to whom they don’t have access. |
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Field Accessibility vs Field Level Security |
From field level security you can define field visibility and read only for each profile while field accessibility show us if a field is required, editable, etc based on field level security and page layout configuration |
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Field Accessibility view options |
By: Field Profile Record Type |
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Standard Salesforce Password Policies |
Expires in 90 days 3 passwords remembered Minimum length is 8 characters Must mix alpha and numeric Password question cannot contain password Up to 10 invalid login attempts allowed Lockout period is 15 minutes |
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Default logout time from inactivity |
2 hours |
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What is Single Signon |
Single sign-on is a process that allows network users to access all authorized network resources without having to log in separately to each resource. Single sign-on allows you to validate usernames and passwords against your corporate user database or other client application rather than having separate user passwords managed by Salesforce. |
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Setup audit trail helps you track what? |
The recent setup changes that you and other administrators have made to your organization. Administration, Customization, Security and Sharing, Data Management, Development, Various Setup, Using the Application |
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How long does Audit Trail track for? |
180 days |
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Field audit trail defines what? |
A policy to retain archived field history data up to ten years, independent of field history tracking |
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Capabilities of delegated administrators: |
Create and edit users in specified roles and all subordinate roles. User editing tasks include resetting passwords, setting quotas, creating default opportunity teams, and creating personal groups for those users Unlock usersAssign users to specified profiles and permission sets Create public groups and manage membership in specified public groups Log in as users who have granted login access to their administrator Manage custom objects |
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Objects Data Import wizard supports |
Leads, Accounts & Contacts, Custom Objects, Solutions |
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What does Import Wizard de-dup on? |
matching on name, email, and salesforce ID |
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Data Loader Interfaces |
external app, wizard, or Command Line Interface |
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Operations supported from Data Loader CLI |
Extract: Uses a Salesforce Object Query Language to export a set of records from Salesforce, then writes the exported data to a data source. Soft-deleted records are not included. Extract All: Uses a Salesforce Object Query Language to export a set of records from Salesforce, including both existing and soft-deleted records, then writes the exported data to a data source. Insert: Loads data from a data source into Salesforce as new records. Update: Loads data from a data source into Salesforce, where existing records with matching ID fields are updated. Upsert: Loads data from a data source into Salesforce, where existing records with a matching custom external ID field are updated; records without matches are inserted as new records. Delete: Loads data from a data source into Salesforce, where existing records with matching ID fields are deleted. Hard Delete: Loads data from a data source into Salesforce, where existing records with matching ID fields are deleted without being stored first in the Recycle Bin. |
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Steps for Data Loader |
Step 1: Create the encryption key Step 2: Create the encrypted password for your login username Step 3: Create the Field Mapping File Step 4: Create a process-conf.xml file that contains the import configuration settings Step 5: Run the process and import the data |
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Data Loader data types |
Base 64 Boolean Date Formats Double String ID (15 or 18) Interger String |
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Maximum batch size for data loader |
200; 10,000 if the "Use Bulk API" options is selected |
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Reasons data import may fail with Import wizard |
Unique fields Required fields States/Countries not in picklist Empty rows File too big- needs to be split Validation Rules (deactivate first) |
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Difference between import wizard and data loader in regards to workflow rules |
Data wizard has checkbox to "trigger workflow rules for new and updated records," data loader does not. If you do not want workflow rules to trigger with data loader imports, deactivate rule, then reactivate after import. |
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Object records that can be mass transferred to another user using Mass Transfer |
Accounts, Leads, Custom Objects |
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Object records that can be transferred singly |
Accounts, campaigns, cases, contacts, leads, and custom objects |
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Object records that can be transferred from a list view by clicking "change owner" |
Cases, leads and custom objects, which can belong to either a user or queue |
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Object records that can be deleted using "mass delete records" tool |
Accounts, leads, activities, contacts, cases, solutions, products, reports |
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Maximum number of records you can "mass delete" at once |
250 |
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You can only mass delete reports here. |
In public report folders |
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You cannot mass delete these reports. |
Reports in any folders other than public, reports attached to dashboards, scheduled, or used in reporting snapshots. |
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Notes about Mass Delete for Sales Teams |
You can’t delete partner accounts that have partner users. Products on opportunities cannot be deleted, but they can be archived. When you mass-delete products, all related price book entries are deleted with the deleted products. When you delete activities, any archived activities that meet the conditions are also deleted. When you delete activities, requested meetings aren’t included in the mass-delete until they are confirmed and automatically converted to events. When you delete recurring events, their child events are not displayed in the list of possible items to delete, but they are deleted. |
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Notes about Mass Delete for Service Teams |
Accounts and contacts associated with cases cannot be deleted. Contacts enabled for Self-Service, and their associated accounts, cannot be deleted. Deleting a master solution does not delete the translated solutions associated with it. Instead, each translated solution becomes a master solution. Deleting a translated solution removes the association with its master solution. |
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Mass Approval Transfer Options |
Mass remove records from an approval process: Unlocks the records and removes them from any approval process so they no longer appear on the approver's list of pending approval requests. Mass transfer outstanding approval requests to a new user: Allows you to select a user and assign that user as the approver for all approval requests selected. |
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Mass Update Addresses |
Allows you to standardize country/state. For example- us, US, usa, United States: Standardize to one value like "USA" Better for reporting data, etc. |
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Object types that can be used with Mass Update Address Wizard |
accounts, contacts, contracts (activated), contracts (not activated), leads, orders (activated), and orders (draft) |
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Organization-Wide Email addresses |
Organized by profile. Allows "from" to be from a standard address. Example "no-replay@chase.com" You can specify "Display name" (word or phrase users who receive your email will see as sender) and "Email address" (email address that is used when sending an outbound email) |
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Compliance BCC Email |
Automatically copies each outgoing email to a compliance address. Enabling this prevents users from editing the BCC field on any email and disables their "Automatic Bcc setting under "My Email Settings." |
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Email to Salesforce |
Email to Salesforce allows you to automatically log emails you send from third-party email accounts as activities on lead and contact records in salesforce.com. |
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Data.com |
Data.com Clean provides a number of ways to keep your Salesforce CRM records up to date by leveraging company information from D&B and millions of crowd-sourced contacts. |
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Matching Rule |
The matching rule defines how records are compared to one another to identify possible duplicates. |
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Duplicate Rule |
The duplicate rule tells Salesforce what action to take when duplicates are identified and to control whether and when users can save duplicate records. |
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Types of matching methods |
Exact and fuzzy |
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Types of matching rules |
Standard and custom |
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Scoring method for matching rules |
Fuzzy, Exact, Initials, Jaro-Winkler, Name Variant. Take weighed average of match scores and if over threshold, then it's a match. |
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How Duplicate Management works (after setup) |
When a user attempts to save a new record, the record is first compared with existing Salesforce records to identify possible duplicates (1). The criteria used to compare records and identify the possible duplicates are defined by a matching rule. Next, a list of possible duplicates is returned (2). What happens when the record being saved is identified as a possible duplicate depends on what’s defined in the duplicate rule (3). For example, the duplicate rule could block users from saving the possible duplicate record or allow them to save it anyway. Both the Block and Allow options include an alert, which tells users why they can’t save the record and what they need to do. The Allow option includes the ability to report on the duplicate records. |
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Duplicate Record Set definition and use |
Represents a group of records that have been identified as duplicates. Each duplicate record set contains one or more duplicate record items. Use this object to create custom report types. |
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Custom Home Page Custom Component (not layout) Options |
Links Image/Logo HTML Area Visualforce Page |
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Where are record types assigned? |
Profile or permission set. (Will not show up in permission set unless a record type has been created). |
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Where are page layouts assigned? |
In profiles only. |
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Homepage Layout Defaults and options for wide and narrow components |
Wide: Defaults- Items to approve, tasks, calendar Optional- Paused Flow Interviews, Dashboard Snapshots Narrow Components: Defaults- Create New..., Recent Items, Tags Optional- Messages and Alerts, Custom Links |
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Types of activities |
Events, tasks, emails, phone calls |
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How activities are tracked |
In lists, calendars, and reports |
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When are activities archived? |
When they're over a year old, and they're not reportable. |
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Who can be invited to a meeting with Cloud Scheduler? |
coworkers, leads, contact, person accounts |
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What do public calendars manage? |
Group activities |
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What do resource calendars track? |
Schedules of conference rooms, overhead projectors, and other companyresources. |
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Who can be targeted with campaigns? |
Names from a rented or purchased list (recommended to not import into salesforce), contacts, leads, or person accounts |
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Ways to track campaign responses |
Website (web-to-lead), Manual Update (Phone call or mail), Mass Update/Offline Response (trade show, emails from email vendor, etc.) |
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What does the campaign hierarchy related list show? |
Statistics fields for each campaign in the list as well as the total value for the parent campaign and all the campaigns below it in the campaign hierarchy. |
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Campaign Statistics are available after what? |
Campaign hierarchies are enabled. |
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What does the campaign hierarchy related list show? |
Shows a maximum of two hierarchy levels: the parent campaign and its child campaigns. |
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ROI formula |
(Tracked only on campaigns) Expressed as a percentage: (Total Value Won Opportunities - Actual Cost) divided by the Actual Cost |
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What is used to calculate the revenue on a lead converted to a closed won opportunity? |
Primary campaign source (other campaigns not credited) |
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What is Campaign Influence? |
Tracks pipeline and revenue for multiple campaigns, and ties all campaigns of a contact role to that opportunity for pipeline and ROI reporting |
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What does "Marketing User" do? |
Create, edit, and delete campaigns and configure advanced campaign setup |
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If you convert a lead and attach it to a person account that someone else owns, who becomes the contact owner? |
Thet person account owner becomes the contact owner. |
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If you convert a lead that someone else owns and attach it to a person account that you own, who becomes the contact owner? |
The lead owner |
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Where is an opportunity assigned if account assignment rules assign account to multiple territories? |
The opportunity is not assigned to any territory. |
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What happens if you try to convert a lead that is associated with an active approval process or has pending workflow actions? |
It cannot be converted. |
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Partners |
Partners are the companies with which you collaborate to close your sales deals. |
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What objects can partners be added to? |
Opportunities or accounts (must be existing account within Salesforce) |
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During the lead conversion process, what date does Salesforce assign for close date? |
Standard fiscal year- last day of the current fiscal quarter Custom fiscal year- he last day of the current fiscal period. If a fiscal year has not been defined for the current date, the close date is the end of the current calendar quarter |
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Contact role |
A contact role defines the part that a contact or person account plays in a specific account, case, contract, or opportunity. (For example, decision maker) |
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Compact Layout uses (classic, lightning, and 1) |
Salesforce1 and Lightning Experience: to display a record’s key fields at a glance Classic: compact layouts determine which fields appear in the Chatter feed item that appears after a user creates a record with a quick action |
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How many fields display in Salesforce1 and Lightning with Compact layouts? |
Salesforce1- 4 Lightning- 5 |
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Record type/compact layout association. |
Each record type can have only one compact layout assigned to it. However, a compact layout can be associated with multiple record types. |
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Search Layout types |
Search Results- (top search box) Lookup Dialogues- pops up when you click the magnifying glass on lookup fields Lookup Phone Dialogues- pops up when you click the magnifying glass on SoftPhone dial pad (Object) Tab- Object tab home page recent records (Object) List View Search Filter Fields- Choices determine which fields users can use to filter the search results. |
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Types of "new action" when customizing though buttons, links, and actions on object |
create a record, log a call, custom Visualforce, Update a record |
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Maximum number of fields for a search layout |
10 |
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When setting up account teams, what do you assign team members? |
Roles and access levels |
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Accounts Insights definition |
Account Insights provides up to 20 news articles selected to help your reps stay up to date with their accounts, industries they work with, and more. |
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Where does Accounts Insights info come from? |
Account Insights is curated using technology provided by Data.com and third parties. You don’t have to be a Data.com customer to use Account Insights. |
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D&B Company Records |
Contains over 100 fields of industry, financial, and competitive information from Dun & Bradstreet®. |
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Uses of notes |
Keep a list (replaces post-its, etc) Relate line items to records Create tasks from line items Mark as complete right on note |
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Where are notes found in Salesforce Classic? |
In the files tab |
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Where can competitors be found? |
Opportunities |
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Mini page layouts |
A subset of the items in a record's existing page layout that administrators choose to display in the Agent console's Mini View and in Hover Details. Mini page layouts inherit record type and profile associations, related lists, fields, and field access settings from the page layout. |
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Hover details layout can be edited where? |
Mini page layout |
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Triggers specified in a Big Deal Alert |
Amount and Probability |
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What kind of action occurs when a Big Deal Alert is triggered |
email alert |
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Which object is a Big Deal Alert set on? |
Opportunity |
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How many Big Deal Alerts can one receive on a single record? |
One, unless the amount falls below the amount threshold, then is updated over the amount threshold again. |
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Update Reminders |
Automated opportunity reports that managers can customize for their teams |
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How to prompt users to add products to opportunities |
Opportunities settings, check box |
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Define "Similar Opportunities" feature |
Allows a user to search for closed- won opportunities that share common fields with the user's opportunity. Once enabled, a Similar Opportunities related list appears on the opportunity record. |
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Opportunity Products |
The opportunity product line then brings the price and product together to make your product line on your opportunity which is in turn used to create your quote. (Not to be confused with Products, which may not include default pricing from pricebooks) |
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Define Opportunity Teams |
A set of Salesforce users who work together on sales opportunities |
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What do you set up with opportunity teams? |
Roles and access |
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Opportunity splits definition |
Opportunity splitting lets team members share sales credit for an opportunity |
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Define the 2 types of opportunity splits |
To credit team members who are directly responsible for opportunity revenue, use splits that total 100% of the opportunity amount. (These splits are called Revenue splits by default.) To credit supporting team members, use splits that can total any percentage of the opportunity amount, including percentages over 100%. (These splits are called Overlay splits by default.) |
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Which objects is Sales Path available on? |
Leads and Opportunities |
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Where is Sales Path available? |
By default on Lightning and Salesforce1, needs to bet set up on Classic. |
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What is Sales Path? |
Visual representation of sales process |
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Define Quote |
A quote is a record showing proposed prices for products and services. You create a quote from an opportunity and its products. |
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In which format are Quotes sent? |
pdf (emailed to customer) |
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Types of forecasts |
Collaborative (default) Customizable (by feature request) |
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Features that Customizable Forecasts has that Collaborative does not |
Custom Fiscal Years Opportunity-level adjustments Product Schedule Forecasts Submit forecasts Territory Management |
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Features that Collaborative Forecasts has that Customizable does not |
Chat in real time Custom opportunity Currency field forecasts Default Forecast Currency Setting Opportunity List Filters and Sort Opportunity Splits Forecasts Overlay Splits Forecasts Rename Categories Resize Forecast Table Columns |
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Forecasts Hierarchy definition |
Determines how forecasts roll up within the organization, and who can view and adjust them. (Only applies to Collaborative Forecasts) |
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How many leads per day can you generate with web-to-lead? |
500 |
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Cases can be generated from: |
Communities for online forums, Email-to-Case for emails, Web-to-Case for websites, Salesforce Call Center for phone calls, customer logged cases (community, portal, answers), cases tab, cases related list, feed on record detail page |
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What are feed filters on cases used for? |
Feed filters make it easy for support agents to see all updates of one type, such as all call logs or all email messages, when working with cases in Case Feed. By using filters, agents can find the information they need more quickly, without having to browse through each case event. |
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Define case team |
A case team is a group of people that work together on a case, such as a support rep, support manager, and a product manager. |
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Case team roles determine what? |
Case team roles determine the level of access each case team member has to the case. |
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Objects with the following OWD options: Private Public Read Only Public Read/Write Public Read/Write/Transfer |
Lead Case |
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Objects with the following OWD options: Private Public Read Only Public Read/Write |
Account and Contract Opportunity Coaching Goal Macro Metric Streaming Channel Custom Objects |
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Objects with the following OWD options: Controlled by Parent Private Public Read Only Public Read/Write |
Order Contact Asset |
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Objects with the following OWD options: Private Public Read Only Public Read/Write Public Full Access |
Campaign |
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Objects with the following OWD options: Private Public Read Only |
User |
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Objects with the following OWD options: Controlled by Parent Private |
Activity |
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Objects with the following OWD options: Hide Details Hide Details and Add Events Show Details Show Details and Add Events |
Calendar |
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Objects with the following OWD options: No Access View Only Use |
Price Book |
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Entitlement management lets you and your support agents: |
Verify if your customers are eligible for support Create and maintain service contracts for your customers Specify unique service levels for each customer, such as first response and resolution times Enforce service levels with time-dependent, automated processes that instruct agents how to resolve cases |
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Define Milestones |
Milestones define the steps in your support process, and entitlement processes enforce those steps. |
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Define Macros |
Support agents who use Case Feed can use macros to complete repetitive tasks—such as selecting an email template, sending an email to a customer, and updating the case status—all in a single click. |
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What are Macros supported by? |
Feed-based layouts for Accounts, Contacts, Leads, and Cases Objects |
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Define Bulk Macro |
A macro that you can run on multiple records at the same time |
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Define Order |
An order is an agreement between a company and a customer to provision services or deliver products with a known quantity, price, and date. |
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Define Order Products |
An order product is a product or service provided to a customer according to an associated order. All order products in an order are associated with a price book |
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Define Solutions |
A solution is a detailed description of a customer issue and the resolution of that issue. (Knowledge articles have mostly replaced solutions.) |
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Define Products |
Products are the individual items or services that you sell to customers through your opportunities and quotes. |
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Define Price Book |
A price book is a list of products and their prices |
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Define Standard Price Book |
The standard price book is the master list of all your products and their default, or standard prices |
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Define Custom Price Book |
A custom price book is a separate list of products with custom prices, called list prices. |
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Define Schedules |
Use schedules to determine the payment or delivery cycles for products that are paid for or delivered over a period of time |
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Quantity Schedule |
Customers pay all at once, but receive the product in increments |
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Revenue Schedule |
customers make regular payments but receive the product all at once |
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Revenue and Quantity Schedule |
Customers receive their order on a delivery schedule and also pay for the products using a payment schedule |
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Default Schedule |
A schedule associated with a specific product in a specific price book |
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Define Price Book Entry |
A price book entry is a product with its price as listed in a price book |
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Salesforce to Salesforce |
Salesforce to Salesforce enables business collaboration both within and across Salesforce organizations. |
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Chatter Answers |
Chatter Answers is a self-service and support community where users can post questions and receive answers and comments from other users or your support agents. Chatter Answers brings together Case, Questions and Answers, and Salesforce Knowledge articles in a unified experience. |
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Assets |
While products represent the items that your company sells, assets represent the specific products your customers have purchased, including a serial number, date of purchase, or any other information related to an individual sale. |
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Files purpose |
Upload, store, find, follow, share, sync, and collaborate on Salesforce files in the cloud. |
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Salesforce CRM Content purpose |
Publish and share official corporate files with coworkers and deliver them to customers. |
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Salesforce Knowledge purpose |
Create and manage content, known as articles, in a knowledge base. Internal users and customers (on your Communities, Customer Portal, partner portal, Service Cloud Portal, or Force.com Sites) can quickly find and view articles they need. |
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Documents Tab purpose |
Store Web resources, such as, logos, DOT files, and other Visualforce materials in folders without attaching them to records. |
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Attachments purpose |
Attach files to records from the Attachments related list on selected detail pages. |
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Define tags |
Tags are words or short phrases that you can associate with most Salesforce records to describe and organize their data in a personalized way. |
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Components available on Dashboards |
charts, gauges, tables, metrics, or Visualforce pages |
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Report definition |
A report returns a set of records that meets certain criteria, and displays it in organized rows and columns |
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Report Type |
A report type defines the set of records and fields available to a report based on the relationships between a primary object and its related objects. |
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What does a running user determine? |
Which data to display in a dashboard, based on user security settings (Run as specified user or logged in user (dynamic dashboard)) |
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Define Guage |
A gauge is used to see how far you are from reaching a goal. It displays a single value, such as closed deals. |
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Custom tables in dashboards require what? |
The source report to have a chart, because chart values determine the available column choices. |
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Cross filters in reports |
Filter a report by the child object using WITH or WITHOUT conditions |
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What is required on a tabular report to be included in a dashboard? |
Row limit |
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Chatter Influence |
Shows how a user's activity stacks up to other users |
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Chatter group types are: |
Public or Private |
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Feed Item |
The fundamental entity for the Chatter data model and it stores information about a Chatter post such as the body, title, and content related data if the post is a file upload |
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Chatter Feed Types |
TextPost- Post you make from a record (will say "write something...." UserStatus- status update (will say "what are you working on?") ContentPost- When you click "file" and upload a file LinkPost- When you click "link" and add a link TrackedChange- When a field on a record that is tracked is changed |
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Super Users |
In Communities, granting super user access to external users in your community lets them access additional data and records, regardless of sharing rules and organization-wide defaults. |
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High-volume community users need one of these licenses. |
Customer Community or High-Volume Portal User |
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What are High-Volume Community Users? |
High-volume community users are limited-access users intended for organizations with many thousands to millions of communities users. Unlike other community users, high-volume community users don’t have roles, which eliminates performance issues associated with role hierarchy calculations. High-volume community users include the Customer Community, High Volume Customer Portal, and Authenticated Website license types. |
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Standard Chatter Actions |
Post, File, Link, Poll,Question, Thanks(Work.com), andAnnouncements(Groups) |
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Types of workflow action |
Email Alerts Send an outbound message Update a field Task Flow Triggers (pilot) |
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Maximum number of triggers, actions, and time-dependent actions per time trigger per workflow rule |
10 time triggers 40 immediate actions 40 time-dependent actions per time trigger |
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Name the two things that you can do with workflow that you can’t do with processes. |
Configure actions to be executed at multiple intervals Send outbound messages without code (However, you can work around this limitation by calling Apex code from a process.) |
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These two automation tools use a single if/then statement |
Workflow Approvals |
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Processes through Process Builder Start when |
The record is changed |
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A Visual Workflow flow starts when |
User clicks button or link User accesses custom tab Process starts Apex is called |
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A Workflow starts when |
A record is changed |
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An approval starts when |
User clicks button or link Process or flow starts that includes a “Submit for Approval” action Apex is called |
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These automation tools support time-based actions. |
Process Builder (only one time supported per criteria node) Visual Workflow (only one supported per criteria) Workflow |
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These automation tools can call Apex code. |
Process Builder Visual Workflow |
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These automation tools can create records. |
Process Builder and Visual Workflow Workflows and Approvals can create tasks only |
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This automation tool can delete a record. |
Visual workflow |
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You can launch a flow with these automation tools. |
Process Builder Visual Workflow |
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You can post to chatter with these automation tools. |
Process Builder Visual Workflow |
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You can send an email with these automation tools |
Visual Workflow Process Builder, Workflows, and Approvals allow email alerts only |
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Which fields can you update with each automation tool? |
Process Builder- Any related record Visual Workflow- Any record Workflows- Record or its parent Approvals- Record or its parent |
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Whenever a login attempt is made, the user's login request is authorized by the system using the following sequence checks: |
Does the user's profile have any login restrictions? Does the user's IP address appear within the organization's trusted IP address list? Has the user been activated from this IP address previously? Does the user's web browser have a valid browser cookie stored from Salesforce? |
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Rule Process order |
1) Validation rules 2) Assignment rules 3) Auto-response rules 4) Workflow rules (with immediate actions) 5) Escalation rules |
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Sharing Access Steps |
1. Salesforce checks whether user’s profile has object level permission to access that object 2. Salesforce checks whether user’s profile has any administrative permissions (view all data, modify all data) 3. Salesforce checks the ownership of the record (Organization wide defaults, role-level access, any sharing rules will be checked) |
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What does field-level security control? |
Whether a user can view or edit a value for a particular field on an object. Overrides any less-restrictive field access settings in page layouts. Control which fields users can access in list views, reports, Force.com Connect Offline, CustomerPortal pages, and when synchronizing data. |
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What are the 4 sharing levels |
OWD Role Hierarchies Sharing Rules Manual Sharing |
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Profiles Control: |
Console Settings (Layout) Object Page Layouts Field Level Security (Visible or Read Only) Custom (all) App Settings (Visible or not, and which is default) Connected App Access (Chatter Desktop, etc) Tab Settings (default on, off, or hidden) Administrative Permissions General User Permissions Standard and Custom Object Permissions (CREDVM) Desktop Integration Clients Session Timeout Password Policies Login Hours |
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Name standard profiles. |
System Admin Standard Platform User Standard User Customer Community User Customer Community Plus User Partner Community User Authenticated Website User Partner User Solution Manager Marketing User Contract Manager Read Only Chatter Only User Chatter Free User Chatter External User Chatter Moderator User Site.com Only User |
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What happens to manual shares if a sharing model is changed? |
Will be deleted |
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If an object has "transfer" OWD, users can: |
Change ownership of records, even owned by another user |
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What is the sharing setting for a contact which is not linked to an account? |
Private |
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What do sharing rules grant for related records? |
Sharing rules automatically grant additional access to related records. |
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Regardless of sharing rules, what can users view in their territories? |
Accounts |
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What happens in regards to lead sharing rules after a lead is converted? |
Lead sharing rules do not automatically grant access to lead information after leads are converted into account, contact, and opportunity records. |
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How many criteria-based sharing rules are allowed per object? |
50 |
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Which objects allow team sharing? |
Account, Case, Opportunity |
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How many roles can be created in an organization? |
500 |
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Given a scenario, apply the appropriate security controls. |
1. Who is the most restricted user of this object? 2. Is there ever going to be an instance of this object that this user shouldn’t be allowed to see?(Yes – Sharing model is Private)(No) 3. Is there ever going to be an instance of this object that this user shouldn’t be allowed to edit?(Yes – Sharing model is Public Read Only)(No – Sharing model is Public Read/Write) |
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System Admin profile |
Has access to all functionality that does not require an additional license. For example, administrators cannot manage campaigns unless they also have a Marketing User license. |
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Standard platform user profile |
Can use custom apps and the apps from Appexchange + can use core platform functionality such as accounts, contacts, reports, dashboards, and custom tabs |
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Solution manager profile |
Can review and publish solutions. Also has access to the same functionality as the Standard User |
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Marketing user profile |
Can manage campaigns, import leads, create letterheads, create HTML email templates, manage public documents, and update campaign history via the import wizards. Also has access to the same functionality as the Standard User. |
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Before deleting a custom field, consider: |
Where it is referenced- you cannot delete a custom field that is referenced by a field update or Apex. |
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What can be referenced in formulas for a record? |
Only can reference fields for that type of record. |
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What can be referenced in formulas for approvals of rules (workflow, validation, etc) |
Fields for that type of record as well as any records that are related through a lookup or master-detail. |
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Character limit for a formula |
3900 |
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Can fields referenced in formulas be deleted? |
No. |
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What is a cross-object formula? |
Are formulas that span two or more objects by referencing merge fields from related records. |
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How many new cases can web-to-case generate per day? |
5,000 |
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What is the max amount of records that can be deleted with mass delete? |
250 |
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Maximum number of report blocks for joined reports |
5 |
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Dynamic dashboards cannot be saved to this type of folder. |
Personal. |
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Article Types |
In Knowledge, custom containers for your articles. |
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Standard article types |
Tab and Table of Contents |
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How do you create custom article type templates for Knowledge? |
Visualforce |
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How do you classify articles in Knowledge? |
Using Data categories |
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What are the stages of Knowledge life cycle? |
Create and save new article Reassign the article to an editor, translator, or any other collaborator as needed Publish to one more more channel (portal, public knowledge base, etc) Update as needed Archive Delete |
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How are Knowledge Articles created? |
Selecting article type writing content assigning categories choosing channels |
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What are the 2 translation methods available for Knowledge Articles? |
Translating articles in-house using the editing tool in the knowledge base Sending articles to a localization vendor |
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What is the rating scale for Knowledge Articles? |
Users can rate on a scale of 1 to 5 stars |
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Articles with no votes have the same rating as what? |
Articles with 3 stars |
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Explain article ratings over time. |
Every 15 days, if an article has not received a new vote, its average moves up or down according to a half-life calculation. This change ensures that over time, older or outdated articles don't maintain artificially high or low ratings compared to newer, more frequently used articles. Articles without recent votes trend towards an average rating of 3 stars. |
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How to search Knowledge |
Enter a search term on the Articles tab to initiate a full-text search of theknowledge base and narrow your search by selecting specific article types and categories. |
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Article Manager |
User who can access the Article Management tab to create, edit, assign, publish, archive, and delete articles |
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How many layouts are available per article type? |
One |
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Category group (In Knowledge) |
Organizes data categories into a logical hierarchy |
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Channels where articles are available |
Internal App Customer (Portal or Community for users with Customer Community or Customer Community Plus Licenses) Partner (with Partner Community license) Public Knowledge Base (for anonymous users) Your own company website |
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How many Data Category groups can you create in Knowledge? |
3 category groups with a maximum of five hierarchy levels. Each category group can contain a total of 100 categories. |
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Types of Knowledge user Profiles |
Reader, Candidate, Contributor, Publisher, |
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Things you can't do with joined reports |
Add bucketed fields. Add cross filters. Drag and drop filters from the Fields pane on to the Filter pane. Apply conditional highlighting. Change the hierarchy for opportunity or activity reports. Create reporting snapshots based on joined reports. |
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Visual Workflow allows you to build flows and distribute them to: |
Users or Systems |
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What sort of flow can be launched, but without user interaction? |
Autolaunched flow |
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Autolaunched flows cannot contain: |
User Interaction Steps Screens Choices Dynamic Choices |
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3 Types of folder access level settings for users, roles, roles and subordinates, or public groups for reports and dashboards and definitions |
Viewer- Can see the data in a report or dashboard, but you can’t make any changes, except by cloning it into a new report or dashboard. Editor- View and modify the reports and dashboards it contains, and move them to and from any other folders you have Editor or Manager access to. Manager- With Manager access, you can do everything Viewers and Editors can do, plus control other users’ access to it, change its properties, or delete it. |
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Salesforce CRM content stores files in: |
Libraries |
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How to determine who can access libraries: |
Configure user permissions |
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How is CRM content is rated? |
Thumbs up or thumbs down and adding comments |
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The 3 tabs in CRM content are? |
Libraries Content Subscriptions |
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What must be enabled for global search and feed search to be enabled? |
Chatter |
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When Chatter is enabled, what sorts of search are disabled? |
Sidebar and advanced |
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This is the only way to transfer multiple cases at once: |
Select multiple from a list view and click "change owner." (cannot use mass transfer on cases) |
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Benefits of Single Sign-On |
Reduced Administrative Costs Leverage Existing Investment Time Savings Increased User Adoption Increased Security |
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Field Level Security Options |
Visible Read-Only |
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Page Layout Options for Fields |
Visible Read-Only Required |
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Manager Groups |
(In sharing settings) Allows for sharing based on user's specific manager (not all managers in that role) and that manager's manager, and so on up the line |
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Alias |
Short name to identify user on list pages, reports, and other pages where the entire name does not fit. Up to eight characters are allowed in this field. |
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Nickname |
Used to identify this user in a community. Up to 40 alphanumeric characters are allowed. Standard users can edit this field. |
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Business Processes and the object picklists they correspond to |
Sales Process- Opportunity Stage Lead Process- Lead Status Support Process- Cases Status Solution Process- Create different solution processes that include some or all of the picklist values available for the Status field. |
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You must define a business process only when what is enabled? |
Record types |
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What do you enable so users have the ability to translate solutions into multiple languages? |
Multilingual solutions |
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A translated solution is linked with exactly one what? |
Master Solution |
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What can you enable so that support reps can easily find solution that may help them solve the particular case they are viewing? |
Suggested Solutions |
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Special considerations when users convert, close, or create records: |
When a user converts a lead, the new account, contact, and opportunity records automatically usethe default record type for the owner of the new records. When a user clones a record, the new record has the record type of the cloned record. If the recordtype of the cloned record isn’t available in the user’s profile, the new record adopts the user’s defaultrecord type. When a user creates a new case or lead and applies assignment rules, the new record can keep thecreator’s default record type or take the record type of the assignee, depending on the case and leadsettings specified by the administrator. |
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Explain the relationship between Forecasting types and Territory Management types. |
Original Territory Management is available only with Customizable Forecasts and is not supported with Collaborative Forecasts. If original Territory Management is enabled, you can no longer use Collaborative Forecasts. The newer Enterprise Territory Management can’t be used with Customizable Forecasts. Enterprise Territory Management and Collaborative Forecasts can both be enabled and used at the same time in your Salesforce organization, but the two features are not currently integrated to work together. |
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What is SOQL and what is it similar to? |
Use the Salesforce Object Query Language (SOQL) to search your organization’s Salesforce data for specific information. SOQL is similar to the SELECT statement in the widely used Structured Query Language (SQL) but is designed specifically for Salesforce data. |
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List the objects that support queues |
Leads, cases, knowledge article versions, Service Contracts, Custom Objects |
