Salesforce-Associate Questions and Answers

 Using the Accounts with Opportunities report type is the best way to create a report of all Accounts with Opportunities. 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. The Accounts with Opportunities report type includes accounts that have at least one related opportunity, and allows fields from both objects to be displayed in the report. Using the Accounts report type would not work, because it would include accounts that do not have any related opportunities. Using the Opportunities report type would not work, because it would not include account fields in the report.

The best way for GCC to quickly verify if a performance incident has been reported on its instance of Salesforce is to check System Status on the Trust site. The Trust site is a website that provides real-time information on the availability, performance, security, and compliance of the Salesforce platform and services. GCC can use the Trust site to check the current and historical status of its instance, as well as to subscribe to notifications and alerts on any issues or maintenance events

Permission sets are what should be used to allow additional field-level access to individual employees based on their job duties. Permission sets are a type of metadata that grant additional access and permissions to users based on their functional or departmental needs. Permission sets can include field-level security settings that allow read or edit access to specific fields on an object. Permission sets can be assigned to multiple users, regardless of their profile. Individual profiles are a type of metadata that define the baseline access and permissions for users based on their license type and job function. Profiles include field-level security settings that allow read or edit access to fields on an object. Profiles cannot be assigned to individual users, but to a group of users who share the same license and job function. Role hierarchy is a type of metadata that define the level of access and visibility of records for users based on their position in the organization. Role hierarchy allows users to access records owned by or shared with users below them in the hierarchy. Role hierarchy does not affect field-level access, but record-level access.

The user can clone the list view with a new name, and filter by the specific city to see only contacts from that city on the list view. This will not affect what other users see on the original list view.

Creating record types on Account called Partner and Customer is the recommended way to display only the information applicable to each group. Record types allow different page layouts, picklist values, and business processes to be assigned to different users based on their profile. For example, the Partner record type could have a page layout that includes fields specific to partners, such as Partner Type, Partner Level, and Partner Status. The Customer record type could have a different page layout that excludes those fields. Using Account for customers and creating a custom object for partners would not be advisable, because it would create data silos and make reporting and sharing more difficult. Creating custom objects called Partner and Customer would not make sense, because they are both types of accounts and should use the standard Account object.

The most benefit that GCC would get by moving to the Salesforce Platform is that it provides a complete view of a company’s customers on one unified platform. This means that GCC can access and manage all the data and processes related to its marketing, sales, commerce, service, and IT departments from one place, without having to switch between different systems or platforms. This also enables GCC to have a 360-degree view of its customers, which helps it deliver personalized and consistent experiences across all touchpoints.

 Setting the default value of the Lead Source field to Trade Show’ is the best approach to improve data integrity for the Lead Source field. A default value is a value that is automatically populated in a field when a new record is created, unless the user enters a different value. Setting the default value to Trade Show’ would save the sales reps time and ensure that most of the leads have the correct value for the Lead Source field. Creating a validation rule requiring the Lead Source field to equal Trade Show’ would not work, because it would prevent the user from entering any other value, such as Web, Phone, or Referral, which may not be accurate for all leads. Making an assignment rule named Trade Show’ to only assign leads to sales reps would not work, because it would not affect the Lead Source field, and it would not allow the user to assign leads based on other criteria, such as territory, industry, or product.

The users are assigned different profiles and page layouts, which determine the fields they can see and edit on the opportunity record.

The account team is the team that a Salesforce associate should be added to gain access to an account and its related opportunities. The account team is a feature that allows the user to share an account and its related records, such as contacts, opportunities, and cases, with other users who play a role in the account. The account team can include different team members with different roles and access levels. For example, the account team could include a sales rep, a sales manager, a product specialist, and a customer service agent. The opportunity team is a feature that allows the user to share an opportunity and its related records, such as products, quotes, and activities, with other users who work on the opportunity. The opportunity team does not grant access to the account or its other related records, such as contacts or cases. The lead team is a feature that allows the user to share a lead and its related records, such as tasks, events, and notes, with other users who work on the lead. The lead team does not grant access to the account or its related records, such as contacts or opportunities.

 Permission sets are used to grant additional access to users based on their functional or departmental needs. A permission set can be assigned to multiple users, regardless of their profile. A permission set can include field-level security settings that allow edit access to specific fields on an object. Queues are used to group records and assign them to a team of users who can work on them. Public groups are used to group users, roles, or other groups for the purpose of sharing records or sending email.

Profiles and permission sets are used to configure object access for users. Profiles define the baseline access for users based on their license type and job function. Permission sets grant additional access to users based on their functional or departmental needs. Sharing sets and manual sharing are used to configure record access for users. Validation and assignment rules are used to enforce data quality and automate business processes.

Excel (.xlsx or .xls) file or comma-separated values (.csv) are the types of files that the report can be exported into. Exporting a report allows the user to save the report data as a file that can be opened and edited in other applications, such as Microsoft Excel or Google Sheets. The user can choose to export the report as a formatted report, which preserves the report formatting and layout, or as a details only report, which includes only the report data without the formatting and layout. A formatted report can be exported as an Excel (.xlsx or .xls) file or a PDF (.pdf) file. A details only report can be exported as a comma-separated values (.csv) file. A Word (.doc or .docx) file is not a type of file that the report can be exported into.

The relationship type between accounts and contacts is a lookup relationship. A lookup relationship links two objects together, but does not affect security, ownership, or deletion. A master-detail relationship is a type of lookup relationship that creates a parent-child relationship between two objects, where the child records inherit the security and ownership of the parent record, and are deleted when the parent record is deleted. A self relationship is a type of lookup relationship that links an object to itself, creating a hierarchy of records.

 A sandbox is the type of environment that GCC should use to onboard new hires as well as develop, implement, and test new requirements. A sandbox is a copy of the production environment that allows the user to create and test changes without affecting the live data and users. A sandbox can have different types and sizes, depending on the purpose and scope of the changes. For example, a developer sandbox can be used to create and test code, a partial copy sandbox can be used to test large data sets, and a full sandbox can be used to perform performance testing and user acceptance testing. A production environment is the live environment that contains the real data and users. A production environment should not be used to onboard new hires or develop, implement, and test new requirements, because it could compromise the data quality and security, and disrupt the user experience. A Trailhead Playground is a type of environment that allows the user to learn and practice Salesforce skills using Trailhead. A Trailhead Playground is not connected to the production environment, and it does not have the same features and functionality as a sandbox.

The contact record component that must be present so users can see a visual representation of their emails and phone calls with a contact is the Activities Timeline. The Activities Timeline shows a chronological list of past and upcoming activities related to a record, such as emails, calls, meetings, tasks, and events. Users can see the details, status, and attachments of each activity, and also create, edit, or delete activities from the timeline. Activity Capture is a feature that automatically syncs emails and events between Salesforce and email and calendar applications, but it does not show a visual representation of them on the contact record. Salesforce Inbox is a product that enhances email and calendar productivity with Salesforce integration, but it also does not show a visual representation of activities on the contact record.

The user record page from Setup is where the changes should be updated. The user record page from Setup allows the user to view and edit the information and settings of a user, such as name, username, email, profile, role, and license. The user record page from Setup can be accessed by clicking the Setup icon in the header, then clicking Users > Users, and then clicking the name of the user. The contact record page is where the user can view and edit the information of a contact, such as name, phone, email, account, and address. The contact record page does not affect the user’s username or login access. The user profile page is where the user can view and edit their personal information, such as name, email, password, and language. The user profile page does not allow the user to change their username or license.

The role hierarchy is a way of controlling access to records based on the user’s position in the organization. A user can see all of the records owned by themselves and the users below them in the hierarchy, but not records owned by users above them or in a different branch.

The Education Cloud is the cloud that provides Program Enrollment and Course Connections as standard offerings. The Education Cloud is a set of products and solutions designed specifically for educational institutions, such as schools, colleges, and universities. The Education Cloud includes the Education Data Architecture (EDA), which is a managed package that adds pre-built objects, fields, workflows, and reports to the standard Salesforce platform. Program Enrollment and Course Connections are two features of EDA that allow the user to manage the enrollment and connection of students to academic programs and courses. The Experience Cloud is a cloud that allows the creation of digital experiences, such as websites, portals, and mobile apps, for customers, partners, and employees. The Marketing Cloud is a cloud that provides tools for creating and managing personalized marketing campaigns across multiple channels, such as email, social media, web, and mobile.

The maximum number of rows that a report will display is 3,000. If a report returns more than 3,000 rows, only the first 2,000 rows are displayed and the rest are truncated. To see all the rows, you can export the report to a CSV file

 The associate should add a Region filter to the dashboard to show all the same KPIs for each of the regions. A dashboard filter allows users to change the data displayed on a dashboard without changing the underlying reports. Users can apply one or more filters to a dashboard and select the values they want to see. For example, a Region filter can show the KPIs for different regions, such as North America, Europe, Asia, etc.

 A gauge is a dashboard component type that shows a single value within a range of custom values. A gauge is useful for showing whether a metric, such as revenue or customer satisfaction, is within a desired range. For example, a gauge could show the current revenue as a needle pointing to a green, yellow, or red zone, indicating whether the revenue is above, below, or on target. A metric is a dashboard component type that shows a single value, such as the total number of accounts or the average deal size. A metric does not show a range of values. A chart is a dashboard component type that shows data in a graphical format, such as a pie chart, a bar chart, or a line chart. A chart is useful for showing the distribution or trend of data, but not a single value within a range.

 The person that the associate would typically work with to get a new field added in their Salesforce org is a Salesforce Administrator. A Salesforce Administrator is someone who configures and manages the Salesforce platform for their organization. They can create and customize objects, fields, layouts, reports, dashboards, and other features to meet the specific needs of their users

The best place for GCC’s Salesforce associate to go to collaborate with others on solutions that might resonate with GCC users is to ask a question in a Trailblazer Community Group. A Trailblazer Community Group is a forum where Salesforce users, partners, customers, and employees can connect, share, and learn from each other. There are groups for different topics, regions, industries, and roles. The associate can join a group that is relevant to their needs and interests, and post a question or a discussion to get feedback and ideas from other members. Exploring documents in Help and Training or searching for modules in Trailhead are also useful ways to learn more about Salesforce, but they are not as interactive and collaborative as asking a question in a Trailblazer Community Group.

The Salesforce feature that allows an associate to combine the challenge of learning new skills with the chance of winning prizes is Ranks. Ranks are a way to measure your progress and compare it with other learners on Trailhead. You can earn ranks by completing modules, projects, superbadges, and trails. Each rank has a minimum number of points and badges required to achieve it. You can also win prizes by participating in quests, which are time-limited challenges that reward you with swag, certifications, or other goodies1. Superbadges are not a feature that offers prizes, but they are a way to showcase your advanced skills and earn real-world scenario credentials2

 To ensure a dashboard has the most current data, you need to click refresh on the dashboard page. Refreshing the browser or opening the dashboard will not update the data in the dashboard components3. You can also schedule a dashboard to refresh automatically at regular intervals

The related list of cases can be added to the account page layout, which determines the fields, buttons, and related lists that users see when they view an account record.

 A roll-up summary field is a field on the parent object that calculates the sum, average, min, or max of a field on the child records. It can be used to learn the sum of the amount for each opportunity related to an account.

The cloud that will decrease the number of incoming calls, empower customers, and increase satisfaction for the insurance call center is Experience Cloud. Experience Cloud is a product that allows companies to create digital experiences for their customers, partners, and employees, such as websites, portals, forums, and mobile apps. Experience Cloud helps the insurance call center to provide self-service options, such as FAQs, knowledge articles, chatbots, and case management, to its customers, so that they can find answers and solutions on their own, without having to call the agents. This reduces the call volume and improves the customer satisfaction and loyalty.