Salesforce CRM Basics Exam Practice Questions and Answers

Salesforce CRM Basics Exam Practice Questions and Answers What are the three key account-contact relationships? - ANSWER-Contacts to multiple accounts Account Hierarchies Account Teams What is the value of creating account hierarchies? - ANSWER-It simplifies the connection, access and use of multiple related, yet different, accounts for your users. Think CareerBuilder, how many accounts fell under a parent account? How miserable would it have been to try and manage them all separately? What is a global enterprise account? Pros and cons? - ANSWER-A single master account for which every contact, opp, case, etc. is linked. Using one global account makes it easy to find that account's records and to report on that account at the enterprise level. But it's harder to manage a large mass of information, and not being able to easily view the big picture might make it hard to see what each location needs from you for your relationship to be successful. ©EMILLECT 2024/2025 ACADEMIC YEAR. ALL RIGHTS RESERVED FIRST PUBLISH OCTOBER 2024 Page 2/7 What is a Location-Specific Accounts? Pros and cons? - ANSWER-Establish accounts for each location and create contacts, opportunities, cases and so on separately for each location. With this option, you maintain more accounts and need to set up a few more complex reports to get the big picture. But using multiple accounts means you can take advantage of account ownership, hierarchies, specific sharing settings, and more granular reporting. You can also more easily track and report on opportunities, cases, and other interactions for each account. Is it possible to have multiple sales processes? - ANSWER-Yes of course. You can establish a different sales process in a number of ways, ranging from product type, to market size, to geo region. What is a record type and why do we care? - ANSWER-The record type is how you link a particular page layout and sales process to a type of product. Record types determine which types of sales opportunities pass through which sales process. Why would team selling be a strong related list to include in opportunities? - ANSWER-So we can easily see (as users) who is involved in a deal, in what capacity, and take action quickly. This also closes the communication loop and eliminates unnecessary questions via email in most cases What are criteria-based lead assignment rules? - ANSWER-rules designed to automatically assign leads to users based on criteria you set forth. Eliminates further manual work to reassign leads Most important step in creating a report? - ANSWER-Choosing the correct report type ©EMILLECT 2024/2025 ACADEMIC YEAR. ALL RIGHTS RESERVED FIRST PUBLISH OCTOBER 2024 Page 3/7 Primary object with related object- explain it - ANSWER-Records returned are only those where the primary object has at least one related object record. In our example of 'Contacts & Accounts', the only records that would be displayed on the report would be 'Contacts' that have at least one related 'Account' record. Primary object with or without related object- explain it - ANSWER-Records returned are those where the primary object may or may not have a related object record. If we were to create a custom report type 'Contacts with or without Accounts', then 'Contacts' would be displayed whether or not they have a related 'Account' record. You can have up to four related objects, and each can have the "with" or "with or without" distinction. Standard filters- reports - ANSWER-Standard filters are applied by default to most objects. Different objects have different standard filters, but most objects include the standard filters Show and Date Field. Show filters the object around common groupings (like "My accounts" or "All accounts"). Date Field filters by a field (such as Created Date or Last Activity) and a date range (such as "All Time" or "Last Month"). Field filters - ANSWER-Field filters are available for reports, list views, workflow rules, and other areas of the application. For each filter, set the field, operator, and value. With tabular, summary, and matrix reports, you can drag a field from the Fields pane to the Filters pane to add a report filter. Filter logic - ANSWER-Add Boolean conditions to control how field filter