Admin Cert Prep: Applications, Activities, and Mobile

Review Sales and Marketing Applications

Given a scenario, identify the capabilities and implications of the sales process. Given a scenario, identify the appropriate sales productivity features using opportunity tools, and know when products and Price Books should be used. Describe the capabilities of lead automation tools and campaign management. Describe the capability of Salesforce Content.
  • Sales processes
  • Opportunities
  • Products
  • Price Books
  • Leads
  • Campaigns
  • Content
  • An organization has a new product line that requires additional stages be added to the normal sales path. How should the system admin configure Salesforce to ensure only the appropriate stages are visible based on the product line?
    • Create a sales process and Opportunity record type for each product line.
  • What configuration change should a system admin make to help sales reps remember to add products to every opportunity?
    • Enable the opportunity setting to prompt users to add products to opportunities.
  • What features should a system admin use to assign ownership of a Lead to the appropriate product team using the custom Lead field Product Interest?
    • Assignment Rules - define conditions that determine how leads or cases are processed.
    • Queues - prioritize, distribute, and assign records to teams who share workloads.
  • How can a sales rep send a product data sheet to a prospect without attaching the document to an email?
    • Upload the data sheet to a Library and create/send a content pack to the prospect.
  • Custom fields in the Lead object can be mapped to what objects?
    • Opportunity, Account, Contact
  • How should a system admin configure Salesforce to be able to support an inside sales team that sells only warranty renewals and an outside sales team that sells only products?
    • Create a page layout, sales process, and record type for each type of sale.
  • Sales reps request a method to track product strengths and weaknesses compared to those offered by other vendors. What should a system admin implement?
    • Competitors on the opportunity page layout
  • What set of features should a system admin implement to give the sales team ability to access info about Closed Won opportunities with a common competitors for all pending big deals.
    • Competitors and Similar Opportunities
  • How should a system admin implement weekly notifications for sales reps that include opportunities that need attention based on the owner’s last login, past due opportunities, and opportunities that have not been updated in the last 30 days?
    • Create opportunity update reminders
  • How can a system admin ensure that the pipeline report does not include multiple opportunities for the same end customer?
    • Change the forecast category to omitted on the duplicate opportunities.
  • What two objects can be related to campaign members?
    • Leads, Contacts
  • How can multiple Campaign records be associated with a single opportunity?
    • Campaign Influence
  • What feature tracks how often a field is viewed?
    • Content Deliveries
  • What two related lists should be added to the opportunity page layout to track how campaigns contribute to the overall pipeline?
    • Campaign Influence
    • Contact Roles

Prep for Service and Support Applications

Describe the capabilities of case management such as case processes, case settings, and case comments. Given a scenario, identify how to automate case management using case assignment, auto-response, escalation, web-to-case, email-to-case, and case teams. Describe the capabilities of Salesforce Knowledge. Describe the capabilities of the Community application, including Ideas and Answers.
  • Case management
  • Support processes
  • Assignment rules
  • Case escalation rules
  • Auto-response rules
  • Web-to-case
  • Email-to-case
  • Case teams
  • Knowledge
  • Communities
  • How can a system admin configure an org such that an email is automatically sent to a customer when a support rep adds a comment to their case?
    • Enable case comment notifications to contacts.
  • What feature should be used to alert support managers when a case has been open for more than 4 hours?
    • Escalation rules
  • What are two benefits of using Data Categories with Salesforce Knowledge?
    • Articles can be classified into groups
    • Article access can be controlled
  • Which feature should a Salesforce admin use to allow its customers to interact with each other and share best practices?
    • Communities
  • What configuration action should be performed to ensure every case gets assigned to a valid Owner?
    • Define a Default Case Owner
  • What should a system admin define to ensure the same technical engineer group is associated with each new case?
    • Use a case assignment rule to associate the case team
  • What is a potential benefit of using Suggested Solutions?
    • Reduced support costs
  • What Salesforce feature should a company implement to provide a method for resellers to track leads and opportunities?
    • Lightning partner community
  • A system admin enables Case Feed Actions and Feed Items in Support Settings, what change will users see?
    • Cases will use feed layouts rather than standard page layouts.
  • A company wants internal support requests to be directed to any of the IT reps and external requests to be directed to customer support reps based on the contact’s location. How should a system admin set this up?
    • Assignment Rules and Queues
  • Web-to-Case
    • Gathers customer support requests directly from the company’s website and automatically generates new cases.
  • Salesforce Communities
    • Provide a way for employees, customers, and partners to connect in one place. Companies can collaborate and communicate outside of the company with people who are key to the business.
  • Assignment Rules
    • Define conditions that determine how leads or cases are processed.
  • Auto-response Rules
    • Send automatic email responses to lead or case submissions based on the record’s attributes
  • Salesforce Knowledge
    • Lets you create and manage a knowledge base with company info and securely share it when and where it’s needed.
  • Case Escalation Rules
    • Automatically escalate cases when the case meets the criteria defined in the rule entry

Study Up on Activity Management and Collaboration

Describe the capabilities of activity management such as managing tasks, events, public calendars, and multiday events. Describe the features of Chatter such as feed, groups, following, and security.
  • Activities
  • Chatter
  • How should a sales rep create an all-day event in Salesforce?
    • Check the all-day even checkbox on the event.
  • Which actions allow the system admin to limit Chatter access during rollout to a subset of Salesforce users?
    • Create a permission set with the Enable Chatter permission for the subset of users.
    • Edit a profile to Enable Chatter for the subset of users.
  • How should a Chatter user send a message to another Chatter user that cannot be viewed by anyone else?
    • Post a private message to the recipient
  • Activities
    • Records of the interactions your organization has with records such as your accounts, contacts, and opportunities. They can be either tasks or events.
  • Chatter Groups Feature
    • Users in a Chatter group can:
      • Collaborate in a private, public, or unlisted group
      • Use Announcements for important messages
      • Post updates, files, and links
      • Include customers in private groups

Get a Refresh on Desktop and Mobile Administration

Describe the capabilities of the Salesforce mobile app. Describe the installation and synchronization options of Salesforce Lightning for Outlook.
  • Salesforce mobile app
  • Lightning for Outlook
  • What functions can be customized for the Salesforce mobile app?
    • Navigation menu content, Object Compact Layout
  • What can the system admin synchronize between Salesforce and Outlook using Lightning for Outlook?
    • Events
  • What option can be added to Outlook Publisher Layouts?
    • Quick Actions
  • Lightning for Outlook
    • Links emails in Microsoft Outlook to contacts, leads, accounts, opportunities, and cases in Salesforce. Also can relate events to recrods within Salesforce
  • Salesforce Mobile App
    • Gives you access to the same information you see on your computer, but organized for getting work done while away from the office