Sales Cloud Certification (

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

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

A. Weak pipeline
What are the factors that influence
marketing metrics and drive key marketing
business challenges?

A. Insufficient lead generation
B. Poor alignment with sales
C. Measuring marketing ROI

A. Insufficient lead generation
Explain a sales territory?
An account sharing system that grants access based on characteristics of accounts.
What are the components
of a territory?
• A collection of accounts and users that have (at a minimum) read-access to accounts,
regardless of owner
• Users within a territory have Read, Read/Write or Owner (the ability to view, edit,
transfer, and delete record) access to records
contained within the territory
• M:M between account, territory and user
• Ability to manually add accounts to territories
or use assignment rules to auto allocate accounts to a territory
What are the key benefits of Territory Management?
• The ability to use account criteria to expand a private sharing model
• Provide support for complex and frequently changed sales organization structures
• Provide support for transferring users between territories, with the option to retain opportunities
• Enable multiple forecasts per user, based on territory membership
• Enable territory-based sales reports
Are accounts, leads, opportunities and contacts all subject to the sharing enabled through territory management?
No. Territory management only affects accounts and the
standard objects that have a master-detail relationship to
accounts. For example, opportunities are included in
territory management but leads are not.
Do territories need to be geographically defined?
No, territories can be setup according to any hierarchy that you like.
How do territories affect
When you enable territory management for your
organization, your forecast data is derived from the
opportunities that are associated with the accounts in your territories.
Users will have a different forecast for each territory to
which they are assigned.
Is territory management automatically enabled out of the box?
No. Territory management is not enabled by default in
Salesforce. To request territory management for your organization, contact
What prerequisites must you meet before territory management can be enabled?
Your organization must be using customizable forecasting
in order to enable territory management. (Check this, might not be accurate any longer)
What happens when you enable territory management?
• Your Org Name is set as the top of the territory hierarchy
• A corresponding territory is created for each role in the forecast hierarchy
• Manual forecast sharing settings on the roles
are copied to the new territory
• Based on role, active Salesforce users are added to territories
• Opportunities are assigned to the opportunity owner’s territory
• Accounts are not assigned anywhere in the territory hierarchy
• Until you add or edit forecasts, forecasts will
work as prior the change
How does territory management differ to role hierarchies?
• Territories need to be enabled by
• Territories determine forecast and forecast roll ups
• A user can only have one role but can belong to multiple territories
• Belonging to a territory grants access regardless of ownership
If a customer indicates they’re keen to build a strong
pipeline what key elements of the lead generation and lead
qualification process requires consideration?
• How you create trusted data through identifying the and determining the needs for
• Using validation rules to ensure data integrity
on import
• Ensure the organisation has a de-dup process in place
• Consider field level security, assignment and hidden fields rather than overdoing validation
How do you ‘manage the
• Ensure there is a sales methodology that supports the opportunity management
• Ensure that there is visibility of the forecast; consider customisable forecasting
What are several ways you can improve Sales Rep productivity?
1. Improve data entry by consolidating data that may be
stored across multiple systems into one comment set of forms/fields
2. Integrate to other systems that store client data and
provide single view visibility into key data components
3. Ensure that client data is current and consistent across
4. Create reports and dashboards that provide a view of key metrics for the sales team
What are the differences between account teams and sales teams?
An account team is a team of users that work together on
an account. Sales teams work together on opportunities,
An Account team may include an executive sponsor,
dedicated support representative, and project manager.
If you work with the same account team regularly, can you set up defaults to manage reusable settings?
Yes. You can set up a default account team. Your default
account team will include the users that you normally work
with on your accounts. You then have the option to
automatically add your default account team to all of your
How are sales teams set up?
You can set up a sales team for any opportunity owned by
you or one of your subordinates in your organization’s role hierarchy. Ensure the Sales Team related list is allocated to your users profile.
Can anyone add a team member to an account team?
No. You need to either be the owner sharing the record or have read permission on the account.
Can reports disseminate information by teams?
Yes. You are able to create reports that show data as ‘My Account Team’ or ‘My Sales Team’.
What is Salesforce to
Salesforce to Salesforce is a mechanism for connecting
two separate orgs (same or different companies) and
enabling the sharing of leads, opportunities, contact, task,
product, case attachments or data stored in custom
objects with partners that use Salesforce in real time.
What are key benefits to Salesforce to Salesforce functionality?
• Enables business collaboration within and
across Salesforce orgs
• Facilitates the sharing of leads, accounts, contacts, tasks, product, case, attachment or customer objects with partners that use SFDC in real time
• Allows for 100% visibility for partner activity,
management of pipeline and or the integration of business processes with updates from
workflow and assignment rules
What use cases would validate the use of leads in a Sales Cloud deployment?
1. Organisation has a high volume of leads
2. There is a need to keep unqualified and prospect
information separate from customer data
3. Leads require qualification between being assigned/transferred to a sales rep
4. Lead quality requires validation
What are key ways to manage and measure campaign ROI?
1. Viewing campaign progress and response through
reports and dashboards
2. Tracking information through the campaign and
campaign member field
How is a user granted authority to create campaigns?
An administrator must select the Marketing User checkbox
on a user’s profile to designate that user as a Marketing
What permission is required to enable the loading of leads?
Marketing Users can import leads and use the campaign
import wizards if they also have the Marketing User profile
(or the “Import Leads” permission and “Edit” on
When converting a lead associated with a campaign, will the campaign be associated to the account on conversion?
No. Campaigns are typically associated with Opportunity.
‘Primary Campaign Source’ is the field that tracks the
campaign associated with a lead prior to lead conversion.
This value can be manually changed in the lead detail.
It provides 100% of the amount revenue credited to the
specified campaign.
If the Marketing team want to track transactions related to
a new product launch, what is the best way to do this?
Create a workflow that sends an email each time an
opportunity is created that is associated with that product.
How is Campaign influence different from ROI reports?
‘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.
Reporting provides a view of the value generated through
the creation of opportunities.
How do I track opportunities that resulted from a specific campaign?
When you create an opportunity, you can fill in the ‘Primary
Campaign Source’ field to indicate that the opportunity
resulted from a specific campaign.
The Opportunities related list on a campaign shows every opportunity that is linked to that campaign. You can also run the Campaign Revenue Report to track which opportunities are linked to your campaigns.
If a lead that has been campaigned to decides to proceed with an opportunity, how is this information tracked through the sales life-cycle?
When you convert a lead that is linked to a campaign,
campaign name is automatically inserted into the
opportunity Primary Campaign Source field and tracked
(via opportunity and report).
How would you track campaign influence?
1. Auto set influence of a campaign to an opportunity
2. Associate influential campaigns (to contact role) on
oppty prior to close date
3. Measure influence timeframe (max #days between campaign first associated date and opty create date)
How is ROI calculated for campaigns?
ROI, which is expressed as a percentage, is calculated as
the net gain. Calculation is:
Total Value Won Opportunities – Actual Cost/ Actual Cost.
How do I report on campaign success?
The Campaign ROI Analysis Report is available through
the Reports tab in the Campaign Reports folder. It
calculates your campaigns’ performance by return on
investment (ROI) and average cost.
Company A is bought by a larger company and needs to provide information on a monthly basis to the new parent company (B) to help predict sales. What data/report should company A provide for review?
Opportunity pipeline report grouped by month.
How do you automatically update the mailing address of all contact records when a billing address on an account
record is changed?
Create a trigger on accounts.
In an organisation with a private sharing model, Sam is a sales exec that reports to John, a Sales Manager. Sam has ownership of the ABC Company account record, and also has created an opportunity for ABC Co. Can Sam see John’s data?
No. John, as the manager in the hierarchy can see Sam’s data, but not the other way around.
A sales rep selects a new price book to add a product to an opportunity , however there are no products available.
There are no products and currencies associated with the
pricebook that are available for the account or the user
(based on currency).
What is an easy way to provide channel partners with easy access to approved product documentation and ensure they are notified when it is updated?
Enable content in the partner portal and enable content email alerts for partner users.
What does
(Jigsaw) do?
1. Keeps data clean enabling valid research into account
and contact details to determine the right person to market
2. Assist with prospecting through finding and targeting the right leads
3. Drives better campaigning through clean data and
building of marketing lists
4. Provides a preview of account and contact information
5. Drives data quality, through cleaning of data within SF –
dedups and updates incomplete information.
What are 5 key ways to measure user adoption?
1. Track how often users access new features
2. Spot-check data
3. Relate usage to financial calendar
4. Measure how fresh data is
5. Utilise the adoption dashboard to review user logins, call activity and data quality.
What are key ways to increase user productivity?
1. Reduce clicks through implementation of inline editing, tagging, multiple page layouts and use of links + buttons
2. Display data from multiple objects – hovers, custom
pages, cross object formulas and console.
What does content delivery
Content delivery allows you to convert PowerPoint, Word,
Excel and Adobe PDF documents into optimized web
pages for online viewing.
What are key benefits of using content delivery?
1. You can track how often the content you issued is viewed
2. You can control how long the delivery is available to
3. You can control if a viewer can download a file or view
online only
What is the total number of content delivery views allowed within a 24hr period?
20,000. The use will get a message asking them to try again later if this exceeded.
What is the amount of bandwidth allocated to content deliveries within a 24hr period?
1 GB. If a recipient tries to view a delivery when a rate limit
has been exceeded a notification message displays asking the user to try again later.
Can you delete a content file that is associated with a content delivery?
No. You must delete the content delivery first. Deleting the
content delivery will delete the content.
When working with multiple currencies, what currency will an individual’s forecast be reported in?
All amounts in your forecast are shown in your personal currency.
If a forecast includes opportunities that are in different currencies, how are these forecast?
Opportunities in different currencies will be converted to
your personal currency for display. Amounts in the
opportunities are not affected.
As a manager, how will currencies be reported in your forecast?
Your team’s forecast amounts are
converted and rolled up to the managers personal currency.
How are Quotas defined in
Users with the appropriate permission can set their
individual quota. Administrators and users with the
appropriate permission
can always edit any quota, and managers can always
change the quotas of users that report directly to them in
the role hierarchy
How would you describe a
A benchmark of how much revenue and/or units you should sell within a time frame.
If you are viewing your forecast and drill down to a team
members forecast how will the opportunity display?
Drilling down into a users forecast and opportunities will show the amounts in original currencies.
If you are using customisable forecasting what currency will the forecast display?
Customisable forecasts will display using the currency in your quota.
How are opportunity amounts displayed in reports?
Standard reporting displays an amount in it’s original
currency, however you can change this to display in any
active currency.
When multiple currencies are enabled how are currency fields calculated?
1. Every record has a currency field that determines the currency type for amounts in that record.
2. All currency amounts display in the records
currency and are also converted to the personal currency of the record owner based on conversion rates (entered by administrator)

For example, if you do
business with Acme, Inc., a German company, you can set the Currency field in the Acme, Inc. account to “EUR – Euro.”
Amounts such as Annual Revenue will display in euros as well as in your personal currency.

Where multiple currencies are enabled, how is the users personal currency amount displayed?
In parentheses.
If you change a conversion rate will the previous conversion rate be stored?
No. Previous conversion rates are not stored.
Can you capture currency amount
information through web to lead or web to case?
Yes. Add the Lead Currency or Case Currency fields when
generating the HTML form. This will ensure the currency
amount is captured and not converted to the corporate
If you are using multiple currencies are you able to track revenue gain or loss based on currency fluctuations?
No. Historical changes and fluctuations are not stored.
Territory Mgt (why use it?) – choose 3 answers:

a. Sales commissions
b. Currency reconciliation
c. Data access rules for accounts & opportunities
d. Assigning accounts to territories
e. Alignment of overlay sales teams

c. Data access rules for accounts & opportunities
d. Assigning accounts to territories
e. Alignment of overlay sales teams
Planning an implementation – what should be included in end user support plan – choose 2 answers:

a Meeting schedule to review open issues
b. Process for users to report issues
c. Communication to customers about potential issues
d. 24×7 IT support

a Meeting schedule to review open issues
b. Process for users to report issues
Regional Sales Mgr must approve price discounts – how to enforce this?
a. Approval step with RSM as approver
Insurance policies on accounts. 2 sales teams should not see each other’s policies. 2 custom objects, each w/relationship to account object. Both objects private. What are the design considerations here?

a. Sales user needs to apply manual sharing rules
b. Custom report type needs to be created to view all policies in a single report

b. Custom report type needs to be created to view all policies in a single report
Territory mgt is enabled. Users should be able to track account plans for each account they have access to

a. Create lookup relationship account -> account plan
b. Create master detail relationship account -> account plan
c. Review territory mananagement settings
d. Validation rule

b. Create master detail relationship account -> account plan
Bad Question, rephrase…
2 lines of business LOB, each with custom opportunity stages & record types – choose 2 answers

a. Users able to see all stages in list view filter drop downs
b. Users able to see all stages in report filter drop downs

a. Users able to see all stages in list view filter drop downs
b. Users able to see all stages in report filter drop downs
Campaign ROI calculation
Total Value of Opportunities Won – Actual Cost/Actual Cost
You have to import 100 leads/mo and you need to prevent duplication. Which is the best method to accomplish this?

a. Import using import wizard
b. Run script in external DB to identify dups
c. Import leads & use global search to identify dups
d. Export existing leads using a report & scrub prior to re-import

a. Import using import wizard
This needs to be phrased better as well, work on this….
Lead Data Quality
a. Establish a cross-functional team to monitor lead data quality
Revise this one as well….poorly formed….
Leads referred by existing customers – how to track & reward customers
a. Field on opportunity to put contact as referring source
Sales rep @ UC collaborates with ABC company on opportunity to sell to XYZ company. ABC Co has been added to partner related list on the opportunity. What will automatically happen? Choose 2 answers:

a. Partner record added to ABC account
b. Partner record added to XYX account
c. Sales team membership granted to ABC Co
d. Partner portal access granted to ABC Co

c. Sales team membership granted to ABC Co
d. Partner portal access granted to ABC Co (must double check)
Org wide default (account) = private; Universal Companies account owned by Karen, Universal Storage account & Universal Containers Account child accounts to Universal Containers and both owned by Bob, Universal Monitors account owned by Sue child account to Universal Storage, Universal Boxes account owned by Mark child account of Universal storage.
Know who can see what. (really, this is an answer???)
Sales reps shouldn’t be able to edit certain opportunity fields after closed/won stage (fields reserved for sales ops).

a. Validation rule
b. Workflow rule
c. Modify all data privilege -> Sales Ops
d. Field level security

a. Validation rule
How do you ensure that products can’t be removed from an opportunity after it reaches a certain stage? Choose 2 answers:

a. Validation rule on opportunity product
b. Enable audit trail
c. Update record type & page layout to remove ability to add product
d. Validation rule to ensure rollup summary field on opportunity doesn’t change

a. Validation rule on opportunity product
d. Validation rule to ensure rollup summary field on opportunity doesn’t change
Know forecast categories & how amounts are added in reports (maybe add some questions to this flashcard deck?)
research the answer
Competitor is beating us out of deals. Where to track competitor product info?

a. Product
b. Opportunity
c. Opportunity product
d. Asset

a. Product
Universal containers has 1 pricebook with US dollars & Canadian dollars currency amounts for all products. Salesreps, when adding products to opportunity, only see CAD. What’s wrong?

a. Sales reps selected wrong pricebook
b. Advanced currency management not enabled for CAD
c. Muli-currency disabled for org
d. Opportunity currency setup as CAD (not sure about this)

d. Opportunity currency setup as CAD (not sure about this)
Create some questions on this subject…
Multiple quotes on an opportunity – how to sync them.Know the ‘Start Sync’ button on opportunity & the ‘Syncing’ message on quotes
Know the ‘Start Sync’ button on opportunity & the ‘Syncing’ message on quotes
(This can be done better…workon a question here)
Universal Containers needs to delegate forecast authority to sales managers
a. Configure Salesforce to allow managers to update & override forecast weekly
Reps only entering opportunities after the closed/won stage – how to change this behavior (choose 2 answers:)

a. Remove stages & fields that are not critical
b. Create opportunity stage report
c. User adoption dashboard
d. Workflow rule to alert sales manager when opportunity stage changes

a. Remove stages & fields that are not critical
c. User adoption dashboard
Do this better as well…
Know quotas as related to individual reps – choose 2 answers:

a. % of quota attained by salesrep
b. Quarterly forecast summary by rep

a. % of quota attained by salesrep
b. Quarterly forecast summary by rep
(develop some questions around this subject)
Know currencies & how displayed in dash boards if multiple currencies
Sales manage travels frequently – how to review pending approvals? Choose 2 answers:

a. Approvals by email
b. Enable mobile
c. Schedule & email dashboard results
d. Schedule & email report results

a. Approvals by email
b. Enable mobile
Need to publish events to customers & allow self registration

a. Customer portal access to customers with events exposed
b. Enable web to lead & allow self registration
c. Expose events custom object in self service portal
d. Extract & send event data to web mktg team

About to roll out partner portal, but new partner users still being created (choose 2 answers:)

a. Partner users assigned profiles but not assigned roles
b. Partner roles will automatically inherit role of parent account owner
c. Partner roles automatically created
d. Partner roles included in the role hierarchy, but not visible

What is a benefit of standardising
Opportunity Naming?
It will assist in improving data quality and make reporting easier to read.
What are key design considerations when
implementing a process to build a strong
1. Ensure the data in the lead can be trusted (validation on
import, lead de-deup, etc)
2. Faster response (lead scoring, routing)
3. Sales and Marketing alignment (qualification process,
attribute tracking, workflow)
4. Greater visibility (alerts on conversion, management of
neglected leads, reporting)
What are some best practices for
managing lead data quality?
1. Use data validation rules
2. Use de-deup practices to keep data clean
3. Implement lead conversion processes
4. Use tools such as web-to-lead to provide single entry
5. Use tools such as import wizard or Data Loader to
eliminate double entry
Can a mobile user still manage approvals if they are not logged into salesforce?
Yes. By enabling approvals by email a user can review
How would you enforce a lead to enter their phone number via web-to-lead?
Use Java Script on the web to lead form to enforce entry of this data.
How would you capture and track a lead referral?
By adding a contact lookup field on the lead form you can track the contact that made the referral.
An organisation has set the OWD for Accounts to private and Opty to public read/write. A sales user is viewing an opty owned by another user and associated with an account they are unable to access based on sharing rules. What is the result if they click the account link from the opty?
The user will receive the insufficient privileges message.
What are two capabilities of
1. You can save search criteria for later use
2. You can export contact and company records
When using Social Contacts, what determines the amount of information a Salesforce user sees when viewing a social network profile for a contact?
1. The user’s social network connection to the contact
2. The contact’s social network privacy settings
What is a capability of Chatter approvals?
1. Users can view and respond to approvals as Chatter
posts through email notifications
2. Users can view and respond to approvals as Chatter
posts within their Chatter feeds
What can customers do in private Chatter groups?
Chatter customers can post to the groups to which they were invited.
How can users be added to a Org using Chatter Free?
1. Administrators can create users in the app and assign
them a Chatter Free license
2. Users and Administrators can invite others within
specified email domains to join Chatter using invites.
Will Sidebar Search or Advanced Search find information in Chatter feeds?
No. Only Global Search will find
information in feeds.
How can you search for a
Chatter Group?
Use Global Search or use the search tools on the Groups tab.
Does a deactivated user count against your organisation’s available user licenses?
No. A deactivated user doesn’t count against your organization’s available user licenses.
If a user is deactivated what happens to their Chatter settings?
If Chatter is enabled and a user is deactivated, the user is removed from Following and Followers lists.
What can a user with a Chatter Free profile do?
The user can only log in to Chatter. They can access all
standard Chatter people, profiles, groups, and files.
What can a user with a Chatter Only profile do?
The user can only log in to Chatter. They can access all
standard Chatter people, profiles, groups, and files.
Additionally, they can:
• View Salesforce accounts and contacts
• Use Salesforce CRM Content, Salesforce CRM Ideas, and Answers
• Modify up to ten custom objects
What can a user with a Chatter External User profile do?
The user can only log into Chatter and access groups
they’ve been invited to and interact with members of those
Are there limits on the number of Chatter groups you can join?
Yes. You can join up to 100
Is ‘Join’ available as an option for all groups visible through Chatter?
No. You can join a public group, but must ‘Request to Join’ a private group. This will generate an email request to the owner or manager/s of a private group who can then allow you to join.
What happens if you change a private group to public in Chatter?
If you change a private group to public, updates and files
are visible to all users, all pending requests to join the
group are accepted, and anyone can join the group.
What trigger actions are available to a developer if writing an Apex trigger on the Chatter Feed Item object?
1. Before undelete
2. Before delete
What is the difference between the managed and the standard version of Chatter Desktop?
– For enterprises deploying Chatter Desktop to users who don’t have administrator privileges on their machines
– Requires administrator privileges in Salesforce to access the installer

– For individuals with administrator privileges on their machines
– Does not require administrator privileges in Salesforce to access the installer

What is the difference between Salesforce for Outlook and Connect for Outlook?
Salesforce for Outlook is a Microsoft Outlook integration
application that lets you log emails in Salesforce. You can
sync contacts, events, and tasks between Outlook and
Salesforce. Settings are stored in configurations in
Salesforce. Connect for Microsoft Outlook is an add-in that
allows you to interact with Salesforce from Outlook.
Connect for Outlook adds buttons and options to your
Outlook user interface.
In Salesforce for Outlook, which related records are
recommended when assigning unresolved events, emails
and tasks?
1. Opportunities
2. Cases
3. Accounts
How can Flow
be used?
1. To sell products for sales representatives
2. To troubleshoot customer issues for call centre agents
What are some examples of how a dashboard push alert can be used?
1. To alert support managers when the number of
escalated cases reaches a specified threshold
2. To alert sales managers when the total value of their
team’s opportunities reaches a specified limit
What are the steps that describe the process map in sales and marketing organisation’s?
Lead generation and qualification –
opportunity conversion – revenue
management (forecasting).
What are the three types of
reports? (There’s a forth now…revise)
Tabular, Summary and Matrix.
What type of report would you use to summarize data across two axis (like a pivot table in excel)?
A Matrix report.
Saving a custom report will save a
snapshot of that data at a moment in time. True or False?
False. When saving a custom report you
Can you email a dashboard to a non- Salesforce user, and will they be able to access it?
No. Only Salesforce users can access dashboards.
What are the 5 types of dashboard components?
1. Chart
2. Table
3. Guage
4. Metric
6. VF Page
How are profiles important when managing security?
1. Profiles determine a user’s permission to perform
different functions in Salesforce
2. Access to custom applications is managed at the profile level
How do you define clean data?
Data that is trusted by the user.
You have 20,000 leads you want to add to Salesforce. What is the best tool to use?
Import Wizard.
An organisation wants to keep separate systems as
‘system of record’. How would you ensure data integrity in this scenario?
Use integration to access data from various systems or
keep it ‘correct’ based on updates driven through
Sales Methodology means an industry recognized standard sales process?
False – Sales Methodology is what works for your
organisation…tools such as Miller Heimen leverage
learning in this area.
What are the two top considerations when designing a solution to improve Sales Rep productivity?
1. Information should be entered only once
2. Finding information should be easy and no more than a
few clicks away
What are the three steps to set up Google AdWords to work with Salesforce?
1. Advertise your business on Google
2. Capture leads on your website
3. Convert leads to new customers
The native mass email functionality in Salesforce is not recommended for marketing. Is this a true statement?
Yes. The limit of 1000 mass emails a day per org makes
the mass email functionality prohibitive for campaigning.
What type of reports are useful if an organisation wants to ‘Manage the Funnel’?
1. Stage Duration Age
2. Forecast by Sales Rep
What is
(formerly Jigsaw) is a leading provider of business information and
data services that leverages crowd-sourced content
contributed by its global business-to-business community
of over 1.6 million members. has over 24 million
up-to-date business contacts. Contacts come from Jigsaw,
and accounts come from Dun & Bradstreet.
What are two ways you can change grouping of data in a report?
1. Use the ‘Summarise information by’ in Report Options
on the report page
2. Click the ‘Customise’ button on the Report page and
select the ‘Group by this Field’ option
What type of chart show’s proportions of individual groups and displays numerical total?
A donut chart.
What is the purpose of a Line chart?
To connect points that represent individual data measurements.
Why would you use a Funnel chart?
To show multiple groupings in an ordered set and to help identify bottlenecks.
You are viewing a chart that displays points connected across a range that represent individual data measurements. What type of chart is this?
A Line chart.
If you need to compare two values within one group and display unconnected points what type of chart would you use?
A Scatter chart.
Customisable Forecasting must be enabled by Support. True or False.
False. An Admin can do it in Setup.
What is a forecast?
A forecast is a projection expressed in aggregate dollar
amounts, units of a product family or both.
Customisable Forecasting allows you to forecast what?
1. Amount
2. Quantity
3. Units of Product Family
What is the Translation Workbench?
1. Specify languages you want to translate
2. Assign translators to languages
3. Create translations for customizations you’ve made to
your Salesforce organization
4. Override labels and translations from managed

Everything from custom picklist values to custom fields can be translated so your global users can use all of
Salesforce in their language.

What is the outcome if no translation exists for a specific component in Salesforce?
If there is no translated value for a customized component, users see the value in the organization’s default language.
What happens if a language is deactivated?
When a language is deactivated, all translations for that
language are still available in the Translation Workbench
but users with that language selected see the organization’s default language values.
What is a benefit of using Advanced Currencies?
Advanced currency management allows you to manage dated exchange rates within opportunities using
Salesforce. Dated exchange rates allow you to map a
conversion rate to a specific date range.
Dated exchange rates are defined using a start date and a
conversion rate. Each rate is in effect until either the end of
time or the day before the next start date for that currency.
Where are Dated Exchange Rates used?
Dated exchange rates allow you to map a currency
conversion rate to a specific date range.
Dated exchange rates are used for opportunities,
opportunity products, opportunity product schedules,
campaign opportunity fields, and reports related to these
objects and fields.
Where are Dated Exchange rates not used?
Dated exchange rates are not used in forecasting,
currency fields in other objects, or currency fields in other types of reports.
Are roll up summary fields supported if you are using Advanced Currency Management?
Yes. Organizations with advanced currency management
support roll-up summary fields between two advanced
currency management objects. For example, roll-up
summary fields are supported from an opportunity line
object to its opportunity object, because both are
advanced currency management enabled. The fields must however must be from advanced currency management objects.
What is the capability and limit of using email from within Salesforce?
You can email contacts, leads, person accounts, and
users in your organization directly from account, contact,
lead, opportunity,
case, campaign, or custom object pages. There is no limit
on the number of these emails sent individually.
What is Salesforce to Salesforce?
Salesforce to Salesforce enables business collaboration both within and across Salesforce organizations.
If you activate Salesforce to Salesforce is it reversible?
Enabling Salesforce to Salesforce is not reversible,
however, you control the information you share and the
connections you share with. You can stop sharing or
modify sharing settings at any time.
Can Partner Portal users see all list views when logging into Salesforce?
Partner portal users can automatically see any list view
with visibility settings marked ‘This view is accessible by all
users’. Create specific list views on all objects accessible
to portal users, and then assign portal users to only the list views you want them to view to control access.
What are the two levels of access to Salesforce CRM Content that can be granted to partner portal users?
Portal users without a Salesforce CRM Content feature license can download, rate, comment on, and subscribe to content if they have the “View Content on Portals” user permission. They cannot view potentially sensitive data such as usernames and download, version, and subscriber history.

Portal users with a Salesforce CRM Content feature
license can access all Salesforce CRM Content features
granted by their library permission(s), including
contributing content, moving and sharing content among
libraries, and deleting content. The content delivery feature is not available to portal

What are Sites?
Siteforce is a Web content management system (CMS)
that makes it easy to build Web pages quickly, edit content in real time, and manage your websites.
What are some use cases for using Sites?
Create an event site; Advertise upcoming events, such as grand openings, launches, or sales kick-offs on a public
event site
• Promote new products—Launch new products into the
market with a promotional website that helps drive sales
• Publish a support FAQ—Provide helpful information on a
public website where customers can view solutions to their issues
• Create microsites and landing pages—Create temporary landing pages or targeted microsites for marketing campaigns
How is currency applied where a company is using multi currency?
Every user also has a personal currency, which is used as
the default currency in his or her own quotas, forecasts
(depending on which forecasting version you use),
opportunities, quotes, and reports. Users can also create
opportunities and enter amounts using other active
How are currencies shown
in reports?
Amounts in reports are shown in their original currencies,
but can be displayed in any active currency. You can
change the currency used for report totals by selecting a
currency from Show > Currencies. The default value for
the drop-down is your personal currency.
For any amount, you can also choose to display the Converted column.
How will a currency in a custom formula field display or report?
Custom formula fields are not tied to any particular
currency. If the result of a formula field is a currency
amount, it displays in the currency of the associated
record. This is also true for `cross-object formulas that
reference merge fields with different currencies, and
formulas in workflow rules and approval processes.
What is the benefit of Advanced Currency Management?
Advanced currency management allows you to manage
dated exchange rates within opportunities using
Salesforce. Dated exchange rates allow you to map a
conversion rate to a specific date range.
What is a tabular report?
Tabular reports are the simplest and fastest way to look at
data. Similar to a spreadsheet, they consist simply of an
ordered set of fields in columns, with each matching record
listed in a row. Tabular reports are best for creating lists of
records or a list with a single grand total. They can’t be
used to create groups of data or charts, and can’t be used
in dashboards unless rows are limited.
Examples include contact mailing lists and activity reports.
What is a summary report?
Summary reports are similar to tabular reports, but also
allow users to group rows of data, view subtotals, and
create charts. They can be used as the source report for
dashboard components. Use this type for a report to show
subtotals based on the value of a particular field or when
you want to create a hierarchical list, such as all
opportunities for your team, subtotaled by Stage and
Owner. Summary reports with no groupings show as tabular
reports on the report run page.
What is a matrix report?
A Matrix reports shows you data that is grouped and
summarized by both rows and columns.
Use this type or report when you want to compare related
totals, especially if you have large amounts of data to
summarize and you need to compare values in several
different fields, or you want to look at data by date and by
product, person, or geography.
How is access to data controlled through reports?
The information you see in reports is the data that you can
access. This includes records you own, records to which
you have read or read/write access, records that have
been shared with you, records owned by or shared with
users in roles below you in the hierarchy, and records for
which you have “Read” permissions.
If I can’t see a field on the page layout can I include it in a report?
No. You can view only those fields that are visible in your
page layout and field-level security settings.
What are forecast categories?
• Best Case includes amounts you are likely to close,
closed/won opportunity amounts, and amounts in the
Commit category
• Closed includes amounts for closed/won opportunities
• Commit includes amounts you are confident about
closing and closed/won opportunity amounts
• Omitted means the amount does not contribute to your
• Pipeline includes amounts from all open opportunities
What is Partner Portal and what does it provide?
A partner portal allows partner users to log in to Salesforce
through a separate website than your non-partner users.
Partner users can only see the data that you have made
available to them. Furthermore, partner users can only
manipulate data if you give them the appropriate user
You are loading leads into Salesforce. What three things should you do prior to loading the data?
1. Activate historical users
2. Suspend workflow rules
3. Define the Data Loader Mappings
As administrator you want to ensure that only certain users can modify a specified field. What is the best way to do this?
Use field level security and make the field read only (or hidden) for your selected user or group of users.
Person Accounts
(revise this, break it up in to several question)
Person accounts combine the functionality of accounts with the functionality of contacts.
Person accounts represent individual consumers, while business accounts represent companies or institutions.
Person accounts can have all of the fields found in business accounts, except for the following:
• Reports To
• Parent Account

Person accounts appear in both account and contact list views. Add the “Is Person Account” icon to your personal list views to visually differentiate person accounts from other records, and to include or exclude person accounts in a list.
Person accounts only appear in account search results.
Leads with a blank Company field are converted automatically to person accounts.

Contact Sharing
(Same thing here, revise in to multiple questions)
Contact sharing is not available if you have enabled person accounts. The organization-wide default for contacts is set to Controlled by Parent and is not editable.

If your organization has customized your contact sharing settings and you want to enable person accounts, change your organization-wide default for contacts to Controlled by Parent, which removes all your contact sharing rules and manually shared contacts.

We deal with a very large volume of merchants that fall under partner accounts. We need a way to easily track renewals for these accounts. The volume is too high to manually create renewal opportunities for each account. Is there a way to automate this?
Using APEX trigger you can develop logic and create renewal opp every time when current opp is closed.
This will give you great forecast of upcoming revenue and have renewal deals ready to go.
8 steps to unlocking your pipeline with opportunities
1. Define your sales stages
2. Establish naming conventions
3. Make key fields mandatory
4. Run your forecast meetings with the pipeline report
5. Create “big deal” alerts
6. Use activities and email templates
7. Use the similar opportunities feature
8. Use Chatter to follow specific opportunities
5 steps to running your campaigns in Salesforce CRM
1. Plan campaigns
2. Create campaigns
3. Execute campaigns
4. Track responses
5. Measure campaigns
Person Accounts can have all of the fields found in business accounts Except:
• Reports To
• Parent Account
• View Hierarchy
Person accounts combine the functionality of accounts with the functionality of contacts. For
example, you can:
• Use contact fields and related lists on person account detail and edit pages
• Associate person accounts with tasks and events using either the Name or Related To fields
• Send individual and mass emails to person accounts
• Invite person accounts to multi-person events
• Add person accounts to campaigns
• Convert leads into person accounts
• On cases, enter person accounts in the Account Name field, the Contact Name field, or both
• Add person accounts to the Contact Roles related list on cases, contracts, and opportunities
• Enable person accounts as users of your organization’s Self-Service portal
• Send individual and mass Stay-in-Touch requests to person accounts
• Include person accounts in contact list views (except the Recent Contacts list on the Contacts home page)
What is Territory Management?
Large, national and multi-national companies practice territory management to automate the assignment of accounts to users
A territory is defined by one or more abstracted account attributes and has a specific, limited point-in-time context to your business
Used to automate their opportunity & forecasting reporting
Ideal if you use a private opportunity and account sharing model but have to manage thousands to millions of accounts
Territory management only affects accounts and the standard objects that have a master-detail relationship to accounts. E.g. opportunities are included in territory management but leads and activities are not.

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