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313 Cards in this Set

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Multitenancy Definition

An architecture where multiple companies share the same instance to store their data.

(Single tenant is where each company has their own instance of the software application and supporting infrastructure.)

Multitenancy Advantages

Cost savings- Because all application code is in one place, it is much easier (and cheaper!) to maintain, update and backup the application and its data.

Utilization- Another advantage of multi-tenancy is the lower system requirements. Because an application and database are shared by multiple clients, it is not necessary to have a dedicated server for every client. This is a clear improvement in resources utilization.

Multitenancy Disadvantages

Scalability- Because multiple clients share a server, scalability may become a problem. In single-tenant applications, all clients have their own resources and whenever a new client wants to use the application, resources are added. In multi-tenant applications, all clients share the same resources and it is possible that, at some point, these resources become overloaded.

Security- Let’s say a hacker is able to break the encryption of a database operated by a cloud service provider. If it’s a multitenant service, chances are he or she will be able to steal the data of dozens or hundreds of different business customers all stored on that database.

Commonly Used Standard Objects







Master-Detail Objects vs Related List Objects

Master- Detail: relationship in which the master object controls certain behaviors of the detail object. 1) Master record is deleted, child deleted as well. 2) Owner of detail is owner of master 3) Detail inherits master sharing rules and security settings 4) Master-detail field is required on page layout of detail record. 5) Supports roll-up summary fields (detail rolls up to master).

Objects in related list are on the many side of a relationship.

Lookup Relationship Definition and characteristics

Links two objects together. Lookup relationships are similar to master-detail relationships, except they do not support sharing or roll-up summary fields. You can:

1) Link two different objects 2) Link an object with itself, with the exception of the user object

Lookup field and related list is optional on page layouts

Lookups can be: 1) External- child standard, custom, or external object to a parent external object 2) Indirect- child external object to a parent standard or custom 3) Hierarchical- (user object only)

Agile Methodology

Division of tasks into short phases of work and frequent reassessment and adaptation of plans.


Scrum is a management and control process that cuts through complexity to focus on building software that meets business needs. Management and teams are able to get their hands around the requirements and technologies, never let go, and deliver working software, incrementally and empirically. Scrum itself is a simple framework for effective team collaboration on complex software projects. Ken Schwaber and Jeff Sutherland have written The Scrum Guide to explain Scrum clearly and succinctly.


The waterfall model is a sequential design process, used in software development processes, in which progress is seen as flowing steadily downwards (like a waterfall) through the phases of conception, initiation, analysis, design, construction, testing, production/implementation and maintenance.

Relationships between Accounts






Contacts, cases, opportunities lookup to account.

Leads and opportunities lookup to campaign.

Cases lookup to account and contact.

Leads can be converted to accounts, contacts, and opportunities.

Campaigns can come from a rented or purchased list, contacts, leads, or person accounts. Campaigns can then influence opportunities.

Related Lists

Related List: Visual representation of relationship between one object and another. Displays on the lower portion of the detail page for another record. Can be customized on page layout.

Examples: items on the many side of a relationship, open activities, activity history, notes and attachments

Parent-Child Relationships

A lookup field or master-detail is created on the child object, which looks up to the parent. The lookup can be required (master-detail) or not (lookup). If the lookup record is deleted you have the option to 1) Clear the value of the field 2) Don't allow deletion of the record (good if there are workflow dependencies) 3) Delete this record also (can result in cascade delete)

Record Types

Record types let you offer different business processes, picklist values, and page layouts to different users.

(Select record type to determine page layouts, picklists, business processes, related lists. With workflow, you could change record type, then page layout)

If more than 1 record type is assigned to a user, the user will be able to select the record type when creating a new record.


Accounts- Business, Individual, Partner

Opportunities- Products vs services

Cases- customer support vs employees

Master Picklist

Complete list of picklist values that can be used in any record type.

The master picklist is independent of all record types and business processes. If you add a picklist value to the master picklist, you must manually include the new value in the appropriate record types. If you remove a picklist value from the master, it is no longer available when creating new records, but records assigned to that value are unchanged.

Page Layouts

Control the layout and organization of detail and edit pages.

Control which fields, related lists, and custom links users see on edit and detail pages.

Control which standard and custom buttons display on detail and edit pages.

Determine aspects of mini page layouts, record type, profile associations, related lists, fields, and field access settings.

Should not be used to secure data- users can still access fields by reports, search results, list views, and API. Use field level security to restrict all means of accessing field.

Salesforce Communities

Branded spaces for your employees, customers, and partners to connect.

Examples: Customer support, Sales, Events

Salesforce Knowledge

Salesforce Knowledge is a knowledge base where users can easily create and manage content, known as articles, and quickly find and view the articles they need.

Customers and partners can access knowledge articles through communities (or portals if they have not migrated to communities)

Business processes types and definition

Types- Sales, Lead, Support, Solution

Use multiple business processes to display different picklist values for users based on their profile. Multiple business processes allow you to track separate sales, support, and lead lifecycles.

After creating a sales, support, lead, or solution process, assign the process to a record type. The record type determines the user profiles that are associated with the business process.

What can you not edit on a standard profile?

Any Permissions (Admin/General User/Object)

Profiles and Permission sets must share what

User License

Items profiles control that permission sets cannot

Console Layout

Page Layouts (standard and custom)

Password Policies

Login IP Ranges

Items shared by profiles and permission sets

Field Security/Permissions

Tab Settings

Assigned Apps

Connected app access

Object tab settings

Object Permissions (CREDVM)


Nearly all system/user/admin/app permissions

Items controlled in User Edit and Detail

Company info, etc


User License


Active or deactivated

Feature Licenses: Marketing, Offline, Knowledge, Flow, Service Cloud, Publisher,, Salesforce Classic,, Salesforce CRM Content

Email Encoding

Mailing Address

Time Zone/Locale/Language

Approver Status

Receive Salesforce Newsletters

Generate New Password

Permission Set Assignments






Third Party Account Links

Installed Mobile Apps

Authentication Settings for External Systems

Login History

User Provisioning Accounts

Fields required for new user

Last Name




Nickname (for Communities)

User License


Adoption Manager

Sends emails to users to adopt Salesforce1 (starts with email inviting to download Salesforce1) then email journey to help. Also encourages dormant users.

(not customizable)

Mass Email recipients

Contacts or person accounts


Co-workers (Other Salesforce users)

Mass email steps

1) Choose type of recipient (contacts, person accounts, leads, other Coworkers)

2) Select or create list view

3) Choose email template (need email template)

4) Select Bcc me and/or store activity/Use my signature/Mass Email Name

5) Send

Public Groups Definition

A public group is a set of users. It can contain individual users, other groups, the users in a particular role or territory, or the users in a role or territory plus all of the users below that role or territory in the hierarchy.

Types of Groups

Public groups—Administrators and delegated administrators can create public groups. Everyone in the organization can use public groups. For example, an administrator can create a group for an employee carpool program. All employees can then use this group to share records about the program.

Personal groups—Each user can create groups for their personal use. For example, users might need to ensure that certain records are always shared within a specified workgroup.

How groups are used

To set up default sharing access via a sharing rule

To share your records with other users

To specify that you want to synchronize contacts owned by others users

To add multiple users to a Salesforce CRM Content library

To assign users to specific actions in Salesforce Knowledge

Types of queues



Knowledge article version

Service contract

Custom objects

What is created after a queue is made, who can access it, and how?

List view. Queue members and those above in role hierarchy. List view from cases, leads, Service contracts, or custom objects.

How many login history attempts can admins view? How can it be accessed, and how many months

Most recent 20,000. CSV file from most recent 6 months.

Types of connected apps

Chatter Desktop

Chatter Mobile for Blackberry

Salesforce files

Salesforce1 for Android

Salesforce1 for iOS

Salesforce1 for Windows


Define Territories/management

Territory management is an account sharing system that grants access to accounts based on the characteristics of the accounts. It enables your company to structure your Salesforce data and users the same way you structure your sales territories.

Enterprise Territory Management Default Access Level Options

Users Can:

View and Edit Accounts OR

View, Edit, Transfer, Delete

Accounts Assigned to their territory

How do territories affect forecasting?

When you enable territory management for your organization, the territory hierarchy also becomes the forecast hierarchy

Define Territory Type

Territory types help you organize your territories by key characteristics important to your company

Territory Model

A territory model represents a complete territory management system for your organization. Modeling lets you create and preview multiple territory structures and different account and user assignments before you activate the model that works best

Territory Hierarchy

The territory hierarchy shows a model’s territory structure and serves as its main interaction point

Territory Model State

Territory model state indicates whether a territory is in the planning stage, in active use, or archived.

What is found in Company Profile Section?

Company Info

Fiscal Year

Business Hours


Language Settings

What does Company Information contain?

Org detail

User licenses (status/total/used/remaining)

Permission Set Licenses (status/total/used/remaining)

Feature Licenses (status/total/used/remaining)

Types of Feature Licenses

All defined with "user" at the end:

Marketing, Apex Mobile, Offline, Knowledge, Flow, Service Cloud,, Live Agent, Contributor, Publisher,

Chatter Answers,, Salesforce CRM Content

Setting Organization Business Hours specifies what?

Specify the hours when your support team is available to serve customers

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

Milestones in entitlement processes

Entitlement processes


Case escalation rules

Who can edit the following settings:


Corporate Currency

Default Currency ISO Code

Default Language

Default Locale

Default Time Zone

Information Currency



Time Zone

Currency: User in a multiple currency organization

Corporate Currency: Administrator in a multiple currency organization

Default Currency ISO Code: Not editable

Default Language: Administrator

Currency Locale: Administrator in a single currency organization

Default Locale: Administrator

Default Time Zone: Administrator

Information Currency: Not editable


Locale: User

Time Zone: User

Define ISO Code

Three-letter alphabetic codes that represent the various currencies used throughout the world

Account Sharing Rules sets default access for:

Accounts and their associated contracts, opportunities, cases, and optionally, contacts and orders

Sharing rules allow you to:

Selectively grant data access to defined sets of users

External OWDs provide:

Separate organization-wide defaults for internal and external users

Which objects support external OWDs

Accounts and their associated contracts and assets




Custom Objects


Standard report visibility

(Enabled by default in sharing settings)

You can control whether users can see reports based on standard report types that can expose data of users to whom they don’t have access.

Field Accessibility vs Field Level Security

From field level security you can define field visibility and read only for each profile while field accessibility show us if a field is required, editable, etc based on field level security and page layout configuration

Field Accessibility view options




Record Type

Standard Salesforce Password Policies

Expires in 90 days

3 passwords remembered

Minimum length is 8 characters

Must mix alpha and numeric

Password question cannot contain password

Up to 10 invalid login attempts allowed

Lockout period is 15 minutes

Default logout time from inactivity

2 hours

What is Single Signon

Single sign-on is a process that allows network users to access all authorized network resources without having to log in separately to each resource.

Single sign-on allows you to validate usernames and passwords against your corporate user database or other client application rather than having separate user passwords managed by Salesforce.

Setup audit trail helps you track what?

The recent setup changes that you and other administrators have made to your organization.

Administration, Customization, Security and Sharing, Data Management, Development, Various Setup, Using the Application

How long does Audit Trail track for?

180 days

Field audit trail defines what?

A policy to retain archived field history data up to ten years, independent of field history tracking

Capabilities of delegated administrators:

Create and edit users in specified roles and all subordinate roles.

User editing tasks include resetting passwords, setting quotas, creating default opportunity teams, and creating personal groups for those users

Unlock usersAssign users to specified profiles and permission sets

Create public groups and manage membership in specified public groups

Log in as users who have granted login access to their administrator

Manage custom objects

Objects Data Import wizard supports

Leads, Accounts & Contacts, Custom Objects, Solutions

What does Import Wizard de-dup on?

matching on name, email, and salesforce ID

Data Loader Interfaces

external app, wizard, or Command Line Interface

Operations supported from Data Loader CLI

Extract: Uses a Salesforce Object Query Language to export a set of records from Salesforce, then writes the exported data to a data source. Soft-deleted records are not included.

Extract All: Uses a Salesforce Object Query Language to export a set of records from Salesforce, including both existing and soft-deleted records, then writes the exported data to a data source.

Insert: Loads data from a data source into Salesforce as new records.

Update: Loads data from a data source into Salesforce, where existing records with matching ID fields are updated.

Upsert: Loads data from a data source into Salesforce, where existing records with a matching custom external ID field are updated; records without matches are inserted as new records.

Delete: Loads data from a data source into Salesforce, where existing records with matching ID fields are deleted.

Hard Delete: Loads data from a data source into Salesforce, where existing records with matching ID fields are deleted without being stored first in the Recycle Bin.

Steps for Data Loader

Step 1: Create the encryption key

Step 2: Create the encrypted password for your login username

Step 3: Create the Field Mapping File

Step 4: Create a process-conf.xml file that contains the import configuration settings

Step 5: Run the process and import the data

Data Loader data types

Base 64


Date Formats

Double String

ID (15 or 18)



Maximum batch size for data loader

200; 10,000 if the "Use Bulk API" options is selected

Reasons data import may fail with Import wizard

Unique fields

Required fields

States/Countries not in picklist

Empty rows

File too big- needs to be split

Validation Rules (deactivate first)

Difference between import wizard and data loader in regards to workflow rules

Data wizard has checkbox to "trigger workflow rules for new and updated records," data loader does not.

If you do not want workflow rules to trigger with data loader imports, deactivate rule, then reactivate after import.

Object records that can be mass transferred to another user using Mass Transfer

Accounts, Leads, Custom Objects

Object records that can be transferred singly

Accounts, campaigns, cases, contacts, leads, and custom objects

Object records that can be transferred from a list view by clicking "change owner"

Cases, leads and custom objects, which can belong to either a user or queue

Object records that can be deleted using "mass delete records" tool

Accounts, leads, activities, contacts, cases, solutions, products, reports

Maximum number of records you can "mass delete" at once


You can only mass delete reports here.

In public report folders

You cannot mass delete these reports.

Reports in any folders other than public, reports attached to dashboards, scheduled, or used in reporting snapshots.

Notes about Mass Delete for Sales Teams

You can’t delete partner accounts that have partner users.

Products on opportunities cannot be deleted, but they can be archived.

When you mass-delete products, all related price book entries are deleted with the deleted products.

When you delete activities, any archived activities that meet the conditions are also deleted.

When you delete activities, requested meetings aren’t included in the mass-delete until they are confirmed and automatically converted to events.

When you delete recurring events, their child events are not displayed in the list of possible items to delete, but they are deleted.

Notes about Mass Delete for Service Teams

Accounts and contacts associated with cases cannot be deleted.

Contacts enabled for Self-Service, and their associated accounts, cannot be deleted.

Deleting a master solution does not delete the translated solutions associated with it. Instead, each translated solution becomes a master solution.

Deleting a translated solution removes the association with its master solution.

Mass Approval Transfer Options

Mass remove records from an approval process: Unlocks the records and removes them from any approval process so they no longer appear on the approver's list of pending approval requests.

Mass transfer outstanding approval requests to a new user: Allows you to select a user and assign that user as the approver for all approval requests selected.

Mass Update Addresses

Allows you to standardize country/state. For example- us, US, usa, United States: Standardize to one value like "USA"

Better for reporting data, etc.

Object types that can be used with Mass Update Address Wizard

accounts, contacts, contracts (activated), contracts (not activated), leads, orders (activated), and orders (draft)

Organization-Wide Email addresses

Organized by profile. Allows "from" to be from a standard address. Example ""

You can specify "Display name" (word or phrase users who receive your email will see as sender) and "Email address" (email address that is used when sending an outbound email)

Compliance BCC Email

Automatically copies each outgoing email to a compliance address.

Enabling this prevents users from editing the BCC field on any email and disables their "Automatic Bcc setting under "My Email Settings."

Email to Salesforce

Email to Salesforce allows you to automatically log emails you send from third-party email accounts as activities on lead and contact records in Clean provides a number of ways to keep your Salesforce CRM records up to date by leveraging company information from D&B and millions of crowd-sourced contacts.

Matching Rule

The matching rule defines how records are compared to one another to identify possible duplicates.

Duplicate Rule

The duplicate rule tells Salesforce what action to take when duplicates are identified and to control whether and when users can save duplicate records.

Types of matching methods

Exact and fuzzy

Types of matching rules

Standard and custom

Scoring method for matching rules

Fuzzy, Exact, Initials, Jaro-Winkler, Name Variant.

Take weighed average of match scores and if over threshold, then it's a match.

How Duplicate Management works (after setup)

When a user attempts to save a new record, the record is first compared with existing Salesforce records to identify possible duplicates (1). The criteria used to compare records and identify the possible duplicates are defined by a matching rule. Next, a list of possible duplicates is returned (2). What happens when the record being saved is identified as a possible duplicate depends on what’s defined in the duplicate rule (3). For example, the duplicate rule could block users from saving the possible duplicate record or allow them to save it anyway. Both the Block and Allow options include an alert, which tells users why they can’t save the record and what they need to do. The Allow option includes the ability to report on the duplicate records.

Duplicate Record Set definition and use

Represents a group of records that have been identified as duplicates. Each duplicate record set contains one or more duplicate record items. Use this object to create custom report types.

Custom Home Page Custom Component (not layout) Options




Visualforce Page

Where are record types assigned?

Profile or permission set. (Will not show up in permission set unless a record type has been created).

Where are page layouts assigned?

In profiles only.

Homepage Layout Defaults and options for wide and narrow components


Defaults- Items to approve, tasks, calendar

Optional- Paused Flow Interviews, Dashboard Snapshots

Narrow Components:

Defaults- Create New..., Recent Items, Tags

Optional- Messages and Alerts, Custom Links

Types of activities

Events, tasks, emails, phone calls

How activities are tracked

In lists, calendars, and reports

When are activities archived?

When they're over a year old, and they're not reportable.

Who can be invited to a meeting with Cloud Scheduler?

coworkers, leads, contact, person accounts

What do public calendars manage?

Group activities

What do resource calendars track?

Schedules of conference rooms, overhead projectors, and other companyresources.

Who can be targeted with campaigns?

Names from a rented or purchased list (recommended to not import into salesforce), contacts, leads, or person accounts

Ways to track campaign responses

Website (web-to-lead), Manual Update (Phone call or mail), Mass Update/Offline Response (trade show, emails from email vendor, etc.)

What does the campaign hierarchy related list show?

Statistics fields for each campaign in the list as well as the total value for the parent campaign and all the campaigns below it in the campaign hierarchy.

Campaign Statistics are available after what?

Campaign hierarchies are enabled.

What does the campaign hierarchy related list show?

Shows a maximum of two hierarchy levels: the parent campaign and its child campaigns.

ROI formula

(Tracked only on campaigns)

Expressed as a percentage:

(Total Value Won Opportunities - Actual Cost) divided by the Actual Cost

What is used to calculate the revenue on a lead converted to a closed won opportunity?

Primary campaign source (other campaigns not credited)

What is 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

What does "Marketing User" do?

Create, edit, and delete campaigns and configure advanced campaign setup

If you convert a lead and attach it to a person account that someone else owns, who becomes the contact owner?

Thet person account owner becomes the contact owner.

If you convert a lead that someone else owns and attach it to a person account that you own, who becomes the contact owner?

The lead owner

Where is an opportunity assigned if account assignment rules assign account to multiple territories?

The opportunity is not assigned to any territory.

What happens if you try to convert a lead that is associated with an active approval process or has pending workflow actions?

It cannot be converted.


Partners are the companies with which you collaborate to close your sales deals.

What objects can partners be added to?

Opportunities or accounts (must be existing account within Salesforce)

During the lead conversion process, what date does Salesforce assign for close date?

Standard fiscal year- last day of the current fiscal quarter

Custom fiscal year- he last day of the current fiscal period. If a fiscal year has not been defined for the current date, the close date is the end of the current calendar quarter

Contact role

A contact role defines the part that a contact or person account plays in a specific account, case, contract, or opportunity.

(For example, decision maker)

Compact Layout uses (classic, lightning, and 1)

Salesforce1 and Lightning Experience: to display a record’s key fields at a glance

Classic: compact layouts determine which fields appear in the Chatter feed item that appears after a user creates a record with a quick action

How many fields display in Salesforce1 and Lightning with Compact layouts?

Salesforce1- 4

Lightning- 5

Record type/compact layout association.

Each record type can have only one compact layout assigned to it. However, a compact layout can be associated with multiple record types.

Search Layout types

Search Results- (top search box)

Lookup Dialogues- pops up when you click the magnifying glass on lookup fields

Lookup Phone Dialogues- pops up when you click the magnifying glass on SoftPhone dial pad

(Object) Tab- Object tab home page recent records

(Object) List View

Search Filter Fields- Choices determine which fields users can use to filter the search results.

Types of "new action" when customizing though buttons, links, and actions on object

create a record, log a call, custom Visualforce, Update a record

Maximum number of fields for a search layout


When setting up account teams, what do you assign team members?

Roles and access levels

Accounts Insights definition

Account Insights provides up to 20 news articles selected to help your reps stay up to date with their accounts, industries they work with, and more.

Where does Accounts Insights info come from?

Account Insights is curated using technology provided by and third parties. You don’t have to be a customer to use Account Insights.

D&B Company Records

Contains over 100 fields of industry, financial, and competitive information from Dun & Bradstreet®.

Uses of notes

Keep a list (replaces post-its, etc)

Relate line items to records

Create tasks from line items

Mark as complete right on note

Where are notes found in Salesforce Classic?

In the files tab

Where can competitors be found?


Mini page layouts

A subset of the items in a record's existing page layout that administrators choose to display in the Agent console's Mini View and in Hover Details. Mini page layouts inherit record type and profile associations, related lists, fields, and field access settings from the page layout.

Hover details layout can be edited where?

Mini page layout

Triggers specified in a Big Deal Alert

Amount and Probability

What kind of action occurs when a Big Deal Alert is triggered

email alert

Which object is a Big Deal Alert set on?


How many Big Deal Alerts can one receive on a single record?

One, unless the amount falls below the amount threshold, then is updated over the amount threshold again.

Update Reminders

Automated opportunity reports that managers can customize for their teams

How to prompt users to add products to opportunities

Opportunities settings, check box

Define "Similar Opportunities" feature

Allows a user to search for closed- won opportunities that share common fields with the user's opportunity.

Once enabled, a Similar Opportunities related list appears on the opportunity record.

Opportunity Products

The opportunity product line then brings the price and product together to make your product line on your opportunity which is in turn used to create your quote.

(Not to be confused with Products, which may not include default pricing from pricebooks)

Define Opportunity Teams

A set of Salesforce users who work together on sales opportunities

What do you set up with opportunity teams?

Roles and access

Opportunity splits definition

Opportunity splitting lets team members share sales credit for an opportunity

Define the 2 types of opportunity splits

To credit team members who are directly responsible for opportunity revenue, use splits that total 100% of the opportunity amount. (These splits are called Revenue splits by default.)

To credit supporting team members, use splits that can total any percentage of the opportunity amount, including percentages over 100%. (These splits are called Overlay splits by default.)

Which objects is Sales Path available on?

Leads and Opportunities

Where is Sales Path available?

By default on Lightning and Salesforce1, needs to bet set up on Classic.

What is Sales Path?

Visual representation of sales process

Define Quote

A quote is a record showing proposed prices for products and services. You create a quote from an opportunity and its products.

In which format are Quotes sent?

pdf (emailed to customer)

Types of forecasts

Collaborative (default)

Customizable (by feature request)

Features that Customizable Forecasts has that Collaborative does not

Custom Fiscal Years

Opportunity-level adjustments

Product Schedule Forecasts

Submit forecasts

Territory Management

Features that Collaborative Forecasts has that Customizable does not

Chat in real time

Custom opportunity Currency field forecasts

Default Forecast Currency Setting

Opportunity List Filters and Sort

Opportunity Splits Forecasts

Overlay Splits Forecasts

Rename Categories

Resize Forecast Table Columns

Forecasts Hierarchy definition

Determines how forecasts roll up within the organization, and who can view and adjust them.

(Only applies to Collaborative Forecasts)

How many leads per day can you generate with web-to-lead?


Cases can be generated from:

Communities for online forums, Email-to-Case for emails, Web-to-Case for websites, Salesforce Call Center for phone calls, customer logged cases (community, portal, answers), cases tab, cases related list, feed on record detail page

What are feed filters on cases used for?

Feed filters make it easy for support agents to see all updates of one type, such as all call logs or all email messages, when working with cases in Case Feed. By using filters, agents can find the information they need more quickly, without having to browse through each case event.

Define case team

A case team is a group of people that work together on a case, such as a support rep, support manager, and a product manager.

Case team roles determine what?

Case team roles determine the level of access each case team member has to the case.

Objects with the following OWD options:


Public Read Only

Public Read/Write

Public Read/Write/Transfer



Objects with the following OWD options:


Public Read Only

Public Read/Write

Account and Contract






Streaming Channel

Custom Objects

Objects with the following OWD options:

Controlled by Parent


Public Read Only

Public Read/Write




Objects with the following OWD options:


Public Read Only

Public Read/Write

Public Full Access


Objects with the following OWD options:


Public Read Only


Objects with the following OWD options:

Controlled by Parent



Objects with the following OWD options:

Hide Details

Hide Details and Add Events

Show Details

Show Details and Add Events


Objects with the following OWD options:

No Access

View Only


Price Book

Entitlement management lets you and your support agents:

Verify if your customers are eligible for support

Create and maintain service contracts for your customers

Specify unique service levels for each customer, such as first response and resolution times

Enforce service levels with time-dependent, automated processes that instruct agents how to resolve cases

Define Milestones

Milestones define the steps in your support process, and entitlement processes enforce those steps.

Define Macros

Support agents who use Case Feed can use macros to complete repetitive tasks—such as selecting an email template, sending an email to a customer, and updating the case status—all in a single click.

What are Macros supported by?

Feed-based layouts for Accounts, Contacts, Leads, and Cases Objects

Define Bulk Macro

A macro that you can run on multiple records at the same time

Define Order

An order is an agreement between a company and a customer to provision services or deliver products with a known quantity, price, and date.

Define Order Products

An order product is a product or service provided to a customer according to an associated order.

All order products in an order are associated with a price book

Define Solutions

A solution is a detailed description of a customer issue and the resolution of that issue.

(Knowledge articles have mostly replaced solutions.)

Define Products

Products are the individual items or services that you sell to customers through your opportunities and quotes.

Define Price Book

A price book is a list of products and their prices

Define Standard Price Book

The standard price book is the master list of all your products and their default, or standard prices

Define Custom Price Book

A custom price book is a separate list of products with custom prices, called list prices.

Define Schedules

Use schedules to determine the payment or delivery cycles for products that are paid for or delivered over a period of time

Quantity Schedule

Customers pay all at once, but receive the product in increments

Revenue Schedule

customers make regular payments but receive the product all at once

Revenue and Quantity Schedule

Customers receive their order on a delivery schedule and also pay for the products using a payment schedule

Default Schedule

A schedule associated with a specific product in a specific price book

Define Price Book Entry

A price book entry is a product with its price as listed in a price book

Salesforce to Salesforce

Salesforce to Salesforce enables business collaboration both within and across Salesforce organizations.

Chatter Answers

Chatter Answers is a self-service and support community where users can post questions and receive answers and comments from other users or your support agents. Chatter Answers brings together Case, Questions and Answers, and Salesforce Knowledge articles in a unified experience.


While products represent the items that your company sells, assets represent the specific products your customers have purchased, including a serial number, date of purchase, or any other information related to an individual sale.

Files purpose

Upload, store, find, follow, share, sync, and collaborate on Salesforce files in the cloud.

Salesforce CRM Content purpose

Publish and share official corporate files with coworkers and deliver them to customers.

Salesforce Knowledge purpose

Create and manage content, known as articles, in a knowledge base. Internal users and customers (on your Communities, Customer Portal, partner portal, Service Cloud Portal, or Sites) can quickly find and view articles they need.

Documents Tab purpose

Store Web resources, such as, logos, DOT files, and other Visualforce materials in folders without attaching them to records.

Attachments purpose

Attach files to records from the Attachments related list on selected detail pages.

Define tags

Tags are words or short phrases that you can associate with most Salesforce records to describe and organize their data in a personalized way.

Components available on Dashboards

charts, gauges, tables, metrics, or Visualforce pages

Report definition

A report returns a set of records that meets certain criteria, and displays it in organized rows and columns

Report Type

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.

What does a running user determine?

Which data to display in a dashboard, based on user security settings

(Run as specified user or logged in user (dynamic dashboard))

Define Guage

A gauge is used to see how far you are from reaching a goal. It displays a single value, such as closed deals.

Custom tables in dashboards require what?

The source report to have a chart, because chart values determine the available column choices.

Cross filters in reports

Filter a report by the child object using WITH or WITHOUT conditions

What is required on a tabular report to be included in a dashboard?

Row limit

Chatter Influence

Shows how a user's activity stacks up to other users

Chatter group types are:

Public or Private

Feed Item

The fundamental entity for the Chatter data model and it stores information about a Chatter post such as the body, title, and content related data if the post is a file upload

Chatter Feed Types

TextPost- Post you make from a record (will say "write something...."

UserStatus- status update (will say "what are you working on?")

ContentPost- When you click "file" and upload a file

LinkPost- When you click "link" and add a link

TrackedChange- When a field on a record that is tracked is changed

Super Users

In Communities, granting super user access to external users in your community lets them access additional data and records, regardless of sharing rules and organization-wide defaults.

High-volume community users need one of these licenses.

Customer Community or High-Volume Portal User

What are High-Volume Community Users?

High-volume community users are limited-access users intended for organizations with many thousands to millions of communities users. Unlike other community users, high-volume community users don’t have roles, which eliminates performance issues associated with role hierarchy calculations. High-volume community users include the Customer Community, High Volume Customer Portal, and Authenticated Website license types.

Standard Chatter Actions

Post, File, Link, Poll,Question, Thanks(, andAnnouncements(Groups)

Types of workflow action

Email Alerts

Send an outbound message

Update a field


Flow Triggers (pilot)

Maximum number of triggers, actions, and time-dependent actions per time trigger per workflow rule

10 time triggers

40 immediate actions

40 time-dependent actions per time trigger

Name the two things that you can do with workflow that you can’t do with processes.

Configure actions to be executed at multiple intervals

Send outbound messages without code (However, you can work around this limitation by calling Apex code from a process.)

These two automation tools use a single if/then statement



Processes through Process Builder Start when

The record is changed

A Visual Workflow flow starts when

User clicks button or link

User accesses custom tab

Process starts

Apex is called

A Workflow starts when

A record is changed

An approval starts when

User clicks button or link

Process or flow starts that includes a “Submit for Approval” action

Apex is called

These automation tools support time-based actions.

Process Builder (only one time supported per criteria node)

Visual Workflow (only one supported per criteria)


These automation tools can call Apex code.

Process Builder

Visual Workflow

These automation tools can create records.

Process Builder and Visual Workflow

Workflows and Approvals can create tasks only

This automation tool can delete a record.

Visual workflow

You can launch a flow with these automation tools.

Process Builder

Visual Workflow

You can post to chatter with these automation tools.

Process Builder

Visual Workflow

You can send an email with these automation tools

Visual Workflow

Process Builder, Workflows, and Approvals allow email alerts only

Which fields can you update with each automation tool?

Process Builder- Any related record

Visual Workflow- Any record

Workflows- Record or its parent

Approvals- Record or its parent

Whenever a login attempt is made, the user's login request is authorized by the system using the following sequence checks:

Does the user's profile have any login restrictions?

Does the user's IP address appear within the organization's trusted IP address list?

Has the user been activated from this IP address previously?

Does the user's web browser have a valid browser cookie stored from Salesforce?

Rule Process order

1) Validation rules

2) Assignment rules

3) Auto-response rules

4) Workflow rules (with immediate actions)

5) Escalation rules

Sharing Access Steps

1. Salesforce checks whether user’s profile has object level permission to access that object

2. Salesforce checks whether user’s profile has any administrative permissions (view all data, modify all data)

3. Salesforce checks the ownership of the record (Organization wide defaults, role-level access, any sharing rules will be checked)

What does field-level security control?

Whether a user can view or edit a value for a particular field on an object.

Overrides any less-restrictive field access settings in page layouts.

Control which fields users can access in list views, reports, Connect Offline, CustomerPortal pages, and when synchronizing data.

What are the 4 sharing levels


Role Hierarchies

Sharing Rules

Manual Sharing

Profiles Control:

Console Settings (Layout)

Object Page Layouts

Field Level Security (Visible or Read Only)

Custom (all) App Settings (Visible or not, and which is default)

Connected App Access (Chatter Desktop, etc)

Tab Settings (default on, off, or hidden)

Administrative Permissions

General User Permissions

Standard and Custom Object Permissions (CREDVM)

Desktop Integration Clients

Session Timeout

Password Policies

Login Hours

Name standard profiles.

System Admin

Standard Platform User

Standard User

Customer Community User

Customer Community Plus User

Partner Community User

Authenticated Website User

Partner User

Solution Manager

Marketing User

Contract Manager

Read Only

Chatter Only User

Chatter Free User

Chatter External User

Chatter Moderator User Only User

What happens to manual shares if a sharing model is changed?

Will be deleted

If an object has "transfer" OWD, users can:

Change ownership of records, even owned by another user

What is the sharing setting for a contact which is not linked to an account?


What do sharing rules grant for related records?

Sharing rules automatically grant additional access to related records.

Regardless of sharing rules, what can users view in their territories?


What happens in regards to lead sharing rules after a lead is converted?

Lead sharing rules do not automatically grant access to lead information after leads are converted into account, contact, and opportunity records.

How many criteria-based sharing rules are allowed per object?


Which objects allow team sharing?

Account, Case, Opportunity

How many roles can be created in an organization?


Given a scenario, apply the appropriate security controls.

1. Who is the most restricted user of this object?

2. Is there ever going to be an instance of this object that this user shouldn’t be allowed to see?(Yes – Sharing model is Private)(No)

3. Is there ever going to be an instance of this object that this user shouldn’t be allowed to edit?(Yes – Sharing model is Public Read Only)(No – Sharing model is Public Read/Write)

System Admin profile

Has access to all functionality that does not require an additional license. For example, administrators cannot manage campaigns unless they also have a Marketing User license.

Standard platform user profile

Can use custom apps and the apps from Appexchange + can use core platform functionality such as accounts, contacts, reports, dashboards, and custom tabs

Solution manager profile

Can review and publish solutions. Also has access to the same functionality as the Standard User

Marketing user profile

Can manage campaigns, import leads, create letterheads, create HTML email templates, manage public documents, and update campaign history via the import wizards. Also has access to the same functionality as the Standard User.

Before deleting a custom field, consider:

Where it is referenced- you cannot delete a custom field that is referenced by a field update or Apex.

What can be referenced in formulas for a record?

Only can reference fields for that type of record.

What can be referenced in formulas for approvals of rules (workflow, validation, etc)

Fields for that type of record as well as any records that are related through a lookup or master-detail.

Character limit for a formula


Can fields referenced in formulas be deleted?


What is a cross-object formula?

Are formulas that span two or more objects by referencing merge fields from related records.

How many new cases can web-to-case generate per day?


What is the max amount of records that can be deleted with mass delete?


Maximum number of report blocks for joined reports


Dynamic dashboards cannot be saved to this type of folder.


Article Types

In Knowledge, custom containers for your articles.

Standard article types


and Table of Contents

How do you create custom article type templates for Knowledge?


How do you classify articles in Knowledge?

Using Data categories

What are the stages of Knowledge life cycle?

Create and save new article

Reassign the article to an editor, translator, or any other collaborator as needed

Publish to one more more channel (portal, public knowledge base, etc)

Update as needed



How are Knowledge Articles created?

Selecting article type

writing content

assigning categories

choosing channels

What are the 2 translation methods available for Knowledge Articles?

Translating articles in-house using the editing tool in the knowledge base

Sending articles to a localization vendor

What is the rating scale for Knowledge Articles?

Users can rate on a scale of 1 to 5 stars

Articles with no votes have the same rating as what?

Articles with 3 stars

Explain article ratings over time.

Every 15 days, if an article has not received a new vote, its average moves up or down according to a half-life calculation. This change ensures that over time, older or outdated articles don't maintain artificially high or low ratings compared to newer, more frequently used articles. Articles without recent votes trend towards an average rating of 3 stars.

How to search Knowledge

Enter a search term on the Articles tab to initiate a full-text search of theknowledge base and narrow your search by selecting specific article types and categories.

Article Manager

User who can access the Article Management tab to create, edit, assign, publish, archive, and delete articles

How many layouts are available per article type?


Category group (In Knowledge)

Organizes data categories into a logical hierarchy

Channels where articles are available

Internal App

Customer (Portal or Community for users with Customer Community or Customer Community Plus Licenses)

Partner (with Partner Community license)

Public Knowledge Base (for anonymous users)

Your own company website

How many Data Category groups can you create in Knowledge?

3 category groups with a maximum of five hierarchy levels. Each category group can contain a total of 100 categories.

Types of Knowledge user Profiles

Reader, Candidate, Contributor, Publisher,

Things you can't do with joined reports

Add bucketed fields.

Add cross filters.

Drag and drop filters from the Fields pane on to the Filter pane.

Apply conditional highlighting.

Change the hierarchy for opportunity or activity reports.

Create reporting snapshots based on joined reports.

Visual Workflow allows you to build flows and distribute them to:

Users or Systems

What sort of flow can be launched, but without user interaction?

Autolaunched flow

Autolaunched flows cannot contain:

User Interaction




Dynamic Choices

3 Types of folder access level settings for users, roles, roles and subordinates, or public groups for reports and dashboards and definitions

Viewer- Can see the data in a report or dashboard, but you can’t make any changes, except by cloning it into a new report or dashboard.

Editor- View and modify the reports and dashboards it contains, and move them to and from any other folders you have Editor or Manager access to.

Manager- With Manager access, you can do everything Viewers and Editors can do, plus control other users’ access to it, change its properties, or delete it.

Salesforce CRM content stores files in:


How to determine who can access libraries:

Configure user permissions

How is CRM content is rated?

Thumbs up or thumbs down and adding comments

The 3 tabs in CRM content are?




What must be enabled for global search and feed search to be enabled?


When Chatter is enabled, what sorts of search are disabled?

Sidebar and advanced

This is the only way to transfer multiple cases at once:

Select multiple from a list view and click "change owner." (cannot use mass transfer on cases)

Benefits of Single Sign-On

Reduced Administrative Costs

Leverage Existing Investment

Time Savings

Increased User Adoption

Increased Security

Field Level Security Options



Page Layout Options for Fields




Manager Groups

(In sharing settings)

Allows for sharing based on user's specific manager (not all managers in that role) and that manager's manager, and so on up the line


Short name to identify user on list pages, reports, and other pages where the entire name does not fit. Up to eight characters are allowed in this field.


Used to identify this user in a community. Up to 40 alphanumeric characters are allowed. Standard users can edit this field.

Business Processes and the object picklists they correspond to

Sales Process- Opportunity Stage

Lead Process- Lead Status

Support Process- Cases Status

Solution Process- Create different solution processes that include some or all of the picklist values available for the Status field.

You must define a business process only when what is enabled?

Record types

What do you enable so users have the ability to translate solutions into multiple languages?

Multilingual solutions

A translated solution is linked with exactly one what?

Master Solution

What can you enable so that support reps can easily find solution that may help them solve the particular case they are viewing?

Suggested Solutions

Special considerations when users convert, close, or create records:

When a user converts a lead, the new account, contact, and opportunity records automatically usethe default record type for the owner of the new records.

When a user clones a record, the new record has the record type of the cloned record. If the recordtype of the cloned record isn’t available in the user’s profile, the new record adopts the user’s defaultrecord type.

When a user creates a new case or lead and applies assignment rules, the new record can keep thecreator’s default record type or take the record type of the assignee, depending on the case and leadsettings specified by the administrator.

Explain the relationship between Forecasting types and Territory Management types.

Original Territory Management is available only with Customizable Forecasts and is not supported with Collaborative Forecasts. If original Territory Management is enabled, you can no longer use Collaborative Forecasts. The newer Enterprise Territory Management can’t be used with Customizable Forecasts. Enterprise Territory Management and Collaborative Forecasts can both be enabled and used at the same time in your Salesforce organization, but the two features are not currently integrated to work together.

What is SOQL and what is it similar to?

Use the Salesforce Object Query Language (SOQL) to search your organization’s Salesforce data for specific information. SOQL is similar to the SELECT statement in the widely used Structured Query Language (SQL) but is designed specifically for Salesforce data.

List the objects that support queues

Leads, cases, knowledge article versions, Service Contracts, Custom Objects

Dynamic Dashboard

Dashboard created so that the logged in user is the running user and you don't have to worry about security.

How many cross filters on a report?

5 cross filters - cross filters can bring in associated objects to the report. Ex. accounts without activities

Report Types supported in Dashboards

Tabular, Summary, Matrix (not Joined)

Escalation Rules

Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry. You can create rule entries, which define criteria for escalating a case, and escalation actions, which define what happens when a case escalates.

Support Process

Sets the status on cases based on different support processes - like opportunity (sales) process.

How many components can a dashboard have?

20 Clean

Compares SF data to's database and "Cleans up" the data to match their database.

How many external (additional) emails can be added to an email alert?


Rollup Summary Field Options (type)

Count, Sum, Min, Max