Salesforce Basics

Question 1

What Is Salesforce?

Answer 1

• A customer success platform, designed to help you sell, service, market, analyze, and connect with your customers.

Question 2

What is a Customer Relationship Management (CRM)?

Answer 2

• to manage relationships with your customers and prospects and track data related to all of your interactions. (email, phone, social, and other channels.)
• helps teams collaborate, both internally and externally
• track important metrics

Question 3

How does Salesforce Organizes Your Data?

Answer 3

Salesforce organizes data:

• Into Objects (like a tab on a spreadsheet, &
• Into Records: (like a single row of data in the tab)

Question 4

Define “Records”

Answer 4

1 item (data) you are tracking in your database

Question 5

Define “Fields”

Answer 5

A place where you store a value, like a name or address; using our spreadsheet example, a field would be a column on the spreadsheet

Question 6

Define “object”

Answer 6

A table in the database; in that spreadsheet example, an object is a tab in the workbook

Question 7

Define “Org”

Answer 7

Short for “organization,” the place where all your data, configuration, and customization lives. You and your users log in to access it. You might also hear this called “your instance of Salesforce”

Question 8

Define “App”

Answer 8

A set of fields, objects, permissions, and functionality to support a business process

Question 9

What are the Salesforce Standard objects?

Answer 9

1. Accounts
2. Contacts
3. Leads (potential prospects)
4. Opportunities (qualified leads that you’ve converted)

Question 10

What is Lightning Experience?

Answer 10

• Pages and new features in Salesforce optimized for sales user: Lightning Experience is a modern, productive Sales user experience with mobile capability
• Expends Salesforce features in Mobile with the app.

Question 11

What are List Views?

Answer 11

• List views allow to see a customized view of records, Using filters
• Admin and sales reps can create customized lists of accounts, contacts, opportunities, or other records in Salesforce.
• Can be saved for later with updated data, in favorite list view
• A Lightning Experience feature

Question 12

What are list view charts?

Answer 12

• Sales users can turn list views into charts to visualize their data graphically with a chart
• Can be saved for later, in favorite list view charts
• A Lightning Experience feature

Question 13

What is “ Opportunity Kanban”

Answer 13

A visualization tool for opportunities

• Visualize your deals at each stage in the sales cycle
• Move deals between stages using drag-and-drop functionality
• Set up alerts to notify you when action is needed on a key deal
• Quickly create filters to slice your data how you want
• A Lightning Experience feature

Question 14

Reports and Dashboards features

Answer 14

• A Lightning Experience feature
• Create filters for reports
• Make visually awesome dashboards using flexible layout and spanning columns
• Access to records in each report can be adapted to users accesses

Question 15

What does local control?

Answer 15

1. It controls the format for: date and time, addresses, names and numeric values
2. Determine the start of the day of the week for calendars
3. The default currency of the organization

It is set in the “Company Information page” for the company default locale,
or in a users’ “personal settings” to override the Company Default Locale

Question 16

Language Settings

Answer 16

The Administrator can define the default language for the organization and set the available languages that the users will be able to set as their personal language from their personal settings

PATH: Setup/Company settings/Language settings

Question 17

What type of information about the company can be set in

Company Settings / Company information?

Answer 17

• Organization Detail
• List of User Licenses*
• List of Permission Set Licenses*
• List of Feature Licenses*
• Usage-based Entitlements

* Status/Total/Used and remaining licenses

Question 18

What subdivision of settings are available under

Company Settings?

Answer 18

• Business hours
• Calendar settings
• Company Information
• Data Protection and Privacy
• Fiscal year
• Holidays
• Language Settings
• My Domain

Question 19

Why setting Business hours is important?

Answer 19

Setting business hours lets you apply specific time zones and locations to:

Create different business hours so they can apply it to their need: Ex.: IT Support available 24/7, can have its own business hours.

• Specify the hours when your support team is available to serve customers.
• Milestones in entitlement processes
• Entitlement processes
• Cases
• Case escalation rules

Question 20

How can locale, time zone, and language be changed for a specific user?

Explain 2 different ways

Answer 20

1. The user can change these settings himself by going to its own settings page
2. the Admin can change these settings for a specific user in the user’s profile

Question 21

Standard Fiscal Year

Answer 21

• Use when your company follows the traditional Gregorian calendar
• By Default enabled with January as the first start month
• Can only change the fiscal start month (always starts on the 1st of the month)
• Can define the name of the fiscal year
• The admin must define the fiscal year every year
  *

Question 22

Custom Fiscal Year

Answer 22

• Use when your company does not follow the traditional Gregorian calendar
• Enabling it will delete the forecasts, forecast history, adjustment and quotas for the corresponding standard fiscal year
• once enabled, it cannot be reversed to standard
• You can use pre-built custom fiscal year templates, or create you own
• You can customize the name that appears on the reports
• You can change the length of a fiscal period by changing the length of a week (Ex. change from 7 to 5 days)
• Forecast features recalculate after each change, and can take a lot of time

Question 23

Once set, Business Hours, can be associated with?

Answer 23

• Cases
• Escalation rules
• Entitlement processes
• Milestones

O - Business Hours must be activated to be associated
O - SF automatically calculates “daylight savings times”, no need to configure it.
O - SF Recommends naming a business hour with a name that will remind of a location or time zone)

Question 24

What permission should a user have to configure Business Hours in Salesforce?

Answer 24

The user should have “Manage Business Hours Holidays”

PATH: Permission Set/App Permission → Check Manage Business Hours