CRT-251 Sample Questions Answers

The "Contact to Multiple Accounts" feature in Salesforce allows a single contact to be associated with multiple accounts without the need to duplicate the contact record. This is particularly useful for tracking relationships where a contact has roles in multiple organizations, such as in this scenario where the contact is associated with both a business account and a nonprofit. Enabling this feature provides an efficient solution to manage complex relationships.

References:

Contacts to Multiple Accounts

Enable Contacts to Multiple Accounts

Shadowing, interviewing, and leading workshops are three approaches that a consultant can use to learn about and empathize with the customer. Shadowing involves observing how the customer performs their tasks and interacts with their systems. Interviewing involves asking open-ended questions to understand the customer’s goals, challenges, and pain points. Leading workshops involves facilitating group discussions and activities to elicit requirements, feedback, and solutions from the customer. Verified References:

https://developer.salesforce.com/resources2/certification-site/files/SGCertifiedSalesCloudConsultant.pdf (page 18)

https://trailhead.salesforce.com/en/content/learn/modules/consulting_skills_for_salesforce_professionals/discover-the-customer-situation

Approach and Scope are two sections of a SOW that the consultant should discuss further with Cloud Kicks to meet the requirement of clearly stating who will train users on new features and how the training will be delivered. A SOW is a document that defines the project objectives, deliverables, timeline, costs, and responsibilities of both parties involved in a project. The Approach section describes the methodology and strategy that will be used to achieve the project objectives and deliverables. The Scope section defines the specific work items and activities that will be performed as part of the project, as well as any assumptions, exclusions, or dependencies. By discussing these two sections with Cloud Kicks, the consultant can specify who will be responsible for providing user training (e.g., consultant or client), what type of training will be offered (e.g., online or onsite), how many sessions will be conducted (e.g., one or multiple), what topics will be covered (e.g., new features or best practices), etc.

In Salesforce, when the organization-wide default (OWD) setting for Account is Private, access to child account records does not automatically inherit from parent account access. Therefore, if a sales rep has access to a parent account, they do not automatically get access to the child accounts. Access to child account records needs to be shared manually through sharing rules, role hierarchy, or manually sharing the records.

References:

Understanding Sharing Settings

Account Hierarchies and Sharing

To monitor and reduce churn effectively, creating a Historical Trending report is recommended. Historical Trending in Salesforce allows you to track changes over time, providing insights into how different factors are affecting churn rates. This type of report helps in understanding trends in customer behavior and the effectiveness of marketing efforts, enabling the VP of sales to make informed decisions to reduce churn.

References:

Historical Trending Reports

Analyzing Data with Historical Trending

Advanced Currency Management allows you to specify different conversion rates for different time periods, such as monthly or quarterly, and use them in reports and forecasts. This can help you generate accurate reporting that reflects the currency fluctuations over time. Org-wide reporting can also display deal values in different currencies based on the user’s preference or the corporate currency. Verified References:

https://developer.salesforce.com/resources2/certification-site/files/SGCertifiedSalesCloudConsultant.pdf (page 14)

https://help.salesforce.com/s/articleView?id=sf.admin_currency.htm &type=5

The data update will cause sharing recalculations and should be completed during off-peak hours and the team can defer sharing calculations to decrease the risk of lock errors during the data update are two factors that should be considered when updating the sales territories and Account owners for 400,000 accounts with Private organization-wide defaults. Sharing recalculations are processes that update record access based on changes to sharing settings or ownership. Off-peak hours are times when there is less user activity or system load on Salesforce. Deferring sharing calculations is an option that allows users to postpone or schedule sharing recalculations for later times instead of running them immediately. Lock errors are errors that occur when two or more processes try to access or modify the same record at the same time.

By considering these two factors, Universal Containers can ensure that the data update is performed efficiently and effectively without affecting user experience or data integrity. By completing the data update during off-peak hours, Universal Containers can avoid impacting user performance or availability during peak hours when there is more user activity or system load on Salesforce. By deferring sharing calculations, Universal Containers can reduce the risk of lock errors during the data update by running them at a later time when there is less concurrent access or modification of records.

Dividing the development team into three units/tracks can help each line of business have dedicated resources and avoid conflicts or delays in delivering their solutions. This also allows each unit/track to have more autonomy and flexibility in managing their own projects and releases. Proposing a monthly executive steering committee can help align the business and technology stakeholders on the strategic direction, budget allocation, and development capacity of each line of business. This can also help resolve any issues or disputes that arise among different groups and ensure that the development team is not overloaded or underutilized.

Activating the products and adding them to the price book are the two steps required to make products available for sales reps to add to Opportunities. A product is a good or service that can be sold in an Opportunity. A product must be active in order to be added to a price book. A price book is a list of products and their prices that sales reps can use when creating Opportunities. A product must be added to a price book before it can be added to an Opportunity.

To assign territories in bulk to Opportunities, the consultant should run the filter-based Opportunity territory assignment. This feature allows users to apply territory assignments to a large number of opportunities based on specified criteria or filters. This method is efficient for bulk assignments and ensures that opportunities are accurately aligned with the appropriate territories based on predefined rules and conditions.

A communication plan is a document that outlines the objectives, methods, frequency, and stakeholders of project communication. It is essential for ensuring that everyone involved in the project is on the same page and aware of their roles and responsibilities. If the sales team at Cloud Kicks has been missing deadlines and meetings, it may indicate that there is a lack of communication or alignment between them and the customer. Therefore, the consultant should recommend revisiting the communication plan and setting up more frequent touch points with the customer to monitor progress, address issues, and manage expectations.

Salesforce Files is the best feature to store .pdf documents in Sales Cloud to help the sales team learn about new products. Salesforce Files are files that can be uploaded and attached to records or shared with other users in Salesforce. Salesforce Files support various file types and formats, including .pdf documents. By using Salesforce Files, Cloud Kicks can store .pdf documents in Sales Cloud and make them available for the sales team to access and view from any device.

To show sales operations what the data will look like after the territory account assignments are changed, the consultant should run the updated assignment rules in planning State and view the accounts on the territory detail page. Assignment rules are used to assign accounts to territories based on criteria such as account location, industry, or revenue. By running the assignment rules in planning State, the consultant can preview the results of the rules without actually changing the account ownership or visibility. The consultant can then view the accounts on the territory detail page to see which accounts are assigned to which territories.

Einstein Activity Capture is a Salesforce feature that automatically syncs emails and events from Office 365 (or Gmail) to Salesforce. Users do not need to install anything on their computers, as the feature works in the cloud. Users can also choose which emails and events to sync, and relate them to contacts, accounts, opportunities, or other records in Salesforce. Einstein Activity Capture can help users save time and keep track of their customer interactions. Verified References: [Einstein Activity Capture]

Adoption Dashboards Pack is the best feature to measure core Sales Cloud record data and track data trends and adoption after implementing Sales Cloud for a mid market sales team. Adoption Dashboards Pack is a package that contains pre-built dashboards and reports that show how users are adopting and using Salesforce features and functionalities, such as creating and updating records, logging activities, running reports, etc. By using Adoption Dashboards Pack, Universal Containers sales management can monitor and analyze core Sales Cloud record data such as accounts, contacts, opportunities, etc., and see how they change over time and across different dimensions.

The Contact to Multiple Accounts feature enables users to associate a contact with multiple accounts, without creating duplicate contacts. This feature is useful for scenarios where a contact has relationships with more than one account, such as a consultant or an influencer. Users can also specify the contact’s role and level of influence for each account.

Inbox is a suite of email productivity tools that integrates Salesforce with Outlook or Gmail. With Inbox, sales reps can sync their calender events between Salesforce and their email application, and log emails with related records in Salesforce without leaving their inbox. This way, they can easily track their customer interactions and report on them in Salesforce.

The best practice for filling in missing data such as franchise accounts is to implement a data enrichment package from AppExchange. These packages can automatically update and fill in missing data by pulling in information from external sources. According to Salesforce documentation, data enrichment tools on AppExchange can help in identifying and adding missing account data, thereby ensuring that the sales reps have the complete and accurate information they need. This method is more comprehensive and efficient compared to adding external IDs or using a data quality dashboard, which primarily provides analysis rather than enrichment.

To help marketing improve the lead qualification process, the consultant should develop the Lead score and grade in the marketing automation tool to automatically determine when a lead should become qualified. By setting up a scoring and grading system based on the key attributes and activity history provided by the sales director, the marketing team can automate the qualification process. This approach ensures that leads are evaluated consistently and accurately, allowing the sales team to focus on the most promising prospects.

For a large global organization like Cloud Kicks (CK) rolling out a complex Salesforce release, the consultant should recommend conducting Train-the-trainer sessions. This approach involves training a select group of knowledgeable users (trainers) who will then train other users in their respective locations. This method ensures that training is consistent and can be tailored to local needs, making it more efficient and effective for large and geographically dispersed teams. Salesforce best practices highlight the importance of scalable and localized training for global implementations to ensure comprehensive user adoption and understanding.

Path is a feature that helps users visualize and update key fields for each stage of a process, such as an opportunity sales process. By checking the Key Field Required checkbox, the consultant can make sure that users enter the data that managers expect at each stage before moving to the next stage. This can improve data quality and reporting accuracy.

A user without access to the Amount field on the Opportunity object will observe that the Amount field is hidden from the contributing factors section. Salesforce ensures that field-level security is respected in Einstein Opportunity Scoring, meaning that users will not see data for fields they do not have access to. The contributing factors section will not display the Amount field for such users, maintaining data security and integrity while still providing relevant insights based on the data they can access.

The Salesforce Adoption Dashboard available on the AppExchange provides a comprehensive set of reports and dashboards designed to help organizations monitor and increase Salesforce adoption. It includes metrics on user logins, feature usage, and data quality, making it an effective tool for gaining insights into how users are engaging with Salesforce. This solution is specifically recommended for tracking usage and adoption metrics, making it a better fit than the other options.

References:

Salesforce Adoption Dashboards on AppExchange

Measuring User Adoption

Implementing sales processes that map to each Opportunity record type and creating Opportunity record types for each product line are the two actions that can meet these requirements. A sales process is a set of stages that represent the steps in your sales cycle for a specific product line or business unit. An Opportunity record type is a way to offer different business processes, picklist values, and page layouts to different users based on their profiles. By creating Opportunity record types for each product line and mapping them to different sales processes, sales reps can follow the product-specific sales cycle once they qualify a prospect.

Using the Related List - Single component to display the Account’s Contracts on the Opportunity Lightning page is the best way to meet the requirement of viewing all contracts for the Account on the Opportunity record. A Related List - Single component is a Lightning component that shows a single related list of records from another object on a record page. A Contract is a record that represents an agreement between an Account and an organization for products or services sold or delivered by an organization. By using the Related List - Single component to display the Account’s Contracts on the Opportunity Lightning page, sales reps can easily see all contracts for the Account related to an Opportunity without having to navigate to another page or create another lookup field.

Using Process Builder to automatically submit approvals over a 5% discount and creating a two-step Approval Process with the RSM and RVP as approvers are two steps that can satisfy the requirements of approving discounts for the Shoe of the Month club. Process Builder is a tool that allows users to create processes that automate actions or tasks based on certain criteria or triggers. Approval Process is a process that requires one or more users to approve or reject records before they can be finalized or completed. By using Process Builder to automatically submit approvals over a 5% discount, Cloud Kicks can ensure that any opportunity for the Shoe of the Month club that has a discount greater than 5% is sent for approval without requiring manual intervention from sales representatives. By creating a two-step Approval Process with the RSM and RVP as approvers, Cloud Kicks can ensure that discounts greater than 5% are approved by regional sales managers (RSMs) and discounts greater than 10% are also approved by regional vice presidents (RVPs).

This solution will meet the requirement by allowing Universal Containers to divide the revenue of the closed Opportunities between sales reps that worked on the deal and credit technical sales managers for their support. Enabling Opportunity splits will allow sales reps to share credit for an Opportunity with other team members based on their contribution or involvement in closing a deal. Revenue splits will allow sales reps to divide a percentage of an Opportunity’s amount among team members who helped generate revenue for that Opportunity. Overlay splits will allow sales reps to give credit to team members who provided assistance or support for that Opportunity without generating revenue directly.

After completing the Build and Validate phases of a Sales Cloud implementation, the next step is to deliver training to the end users and administrators of the system. Training is essential to ensure that the users understand how to use the system effectively and efficiently, and that they adopt the system as part of their daily work. Training can be delivered in various formats, such as online courses, webinars, videos, manuals, or hands-on sessions.

Before enabling Person Accounts, it is mandatory to create at least one Account record type in Salesforce. Person Accounts use record types to differentiate between business accounts and individual consumer accounts. This step ensures that the Salesforce org is properly configured to handle Person Accounts, which combine the characteristics of both accounts and contacts.

References:

Enabling Person Accounts

Person Accounts Overview

During the discovery phase of a project, a consultant gathers information to understand the client's needs, objectives, and definitions of success. Asking participants to define what project success will look like is a key part of the discovery process, as it helps establish clear goals and expectations for the project implementation plan.

References:

Discovery Phase in Salesforce Projects

Effective Discovery Techniques

Deploying with Change Sets is a way to migrate Account Team configuration to Production. A Change Set is a collection of metadata components that can be moved from one Salesforce org to another, such as custom objects, fields, workflows, or profiles. Account Team configuration is a type of metadata component that defines how users can share access to accounts and related records with other users based on their team roles and responsibilities. Users can create an outbound Change Set in their source org (such as Sandbox), add Account Team configuration components to it, upload it to their target org (such as Production), and deploy it in their target org after validating it.

Implementing Platform Events to publish opportunity wins to the ESB, which will call back for account, contact, and opportunity information and automatically update the ERP accordingly is the best option to meet the requirement of updating the ERP system with information from Salesforce when a new Account has its first closed/won opportunity. Platform Events are events that are published and consumed by applications inside or outside of Salesforce using an event-driven architecture. An ESB (Enterprise Service Bus) is a software component that connects different applications and systems using common standards and protocols. By implementing Platform Events to publish opportunity wins to the ESB, Cloud Kicks can trigger an event whenever an opportunity is closed/won for a new Account in Salesforce, and send it to the ESB. The ESB can then call back for account, contact, and opportunity information from Salesforce using APIs (Application Programming Interfaces), and automatically update the ERP system with this information accordingly. This way, Cloud Kicks can ensure data synchronization and accuracy between Salesforce and the ERP system without having to use third-party tools or manual processes.

Showing a leaderboard on the regional sales dashboards highlighting account executives who have held the most prospect meetings is an action that would help support the sales teams and foster friendly competition between them. A leaderboard is a visual display that shows the ranking of individuals or groups based on a certain metric or performance indicator. A regional sales dashboard is a tool that shows data from one or more reports related to a specific region or market in a visual way, such as charts, gauges, tables, etc. A prospect meeting is an activity that represents an interaction with a potential customer who has shown interest in a product or service. By showing a leaderboard on the regional sales dashboards highlighting account executives who have held the most prospect meetings, the new employee can motivate and incentivize the sales teams to increase their prospecting efforts and activities, which can lead to more sales.

The best way for the consultant to present the information about how sales reps use Salesforce to work a deal is to utilize a Business Process Map. This map will provide an overview of the process, and can be used to explain how each step of the process works. Additionally, a Business Process Map can also be used to identify areas of optimization and improvement, as well as to document any changes that need to be made. A Sales Architecture Map, System Landscape Diagram, and Entity Relationship Diagram are not suitable for this purpose.

Running the updated assignment rules in Planning State and viewing the accounts on the territory detail page is the best way to show sales operations what the data will look like after changing the territories. Assignment rules are rules that determine how accounts are assigned to territories based on criteria such as account fields, address fields, etc. Planning State is a mode of Territory Management that allows users to preview how changes to territories or assignment rules will affect account assignments before activating them. The territory detail page is a page that shows information about a specific territory, such as name, description, users, accounts, etc.

By running the updated assignment rules in Planning State, sales operations can see how accounts will be reassigned to new territories based on the ZIP codes. By viewing the accounts on the territory detail page, sales operations can verify the accuracy of the account assignments and make any adjustments if needed.

Selecting the Split View option from the ‘My Opportunities’ list view can help sales reps see all of their current opportunities and their full details with a minimal amount of navigation or clicks. The Split View option displays a collapsible panel on the left side of the screen that shows a list of records, such as opportunities, and a main panel on the right side that shows the details of a selected record. Sales reps can easily switch between different records by clicking on them in the left panel, without leaving or refreshing the page.

Salesforce Connect allows you to access data from external sources without copying it to Salesforce. You can create external objects that map to the data in the external system, and use them in Salesforce like any other objects. This can help you view and update customer billing information from another Salesforce org within your current org. Verified References:

https://developer.salesforce.com/resources2/certification-site/files/SGCertifiedSalesCloudConsultant.pdf (page 16)

https://help.salesforce.com/s/articleView?id=sf.data_access_salesforce_connect.htm &type=5

Creating a Global Action to convert leads via the Salesforce mobile app allows sales reps to efficiently convert leads while on the go. This approach ensures that the functionality is easily accessible from the mobile interface, streamlining the lead conversion process for sales reps who are frequently traveling.

References:

Global Actions Overview

Setting Up Global Actions

The Salesforce Adoption Dashboards provide visibility into how users are adopting and interacting with Salesforce. The region chart shows the number of logins, page views, and other metrics by region. This can help the consultant determine if all regions are using Salesforce effectively. 

Conducting discovery sessions and documenting existing business practices for each company is the recommended approach. This step ensures that the consultant understands the workflows, data usage, and business processes of both companies. It allows for a comprehensive assessment and aids in the creation of a well-informed integration and migration plan. According to Salesforce best practices, understanding the current state through discovery sessions is crucial before any data migration or integration can take place. It helps in identifying potential conflicts, redundancies, and areas for improvement, which can then be addressed in the project plan.

These answers will allow CK to sell its products in different currencies, as each custom price book can have a different currency and each product can have multiple prices in different currencies. The standard price book must have at least one price for each product in each currency that is used in the org.

This is the recommended data migration sequence for the objects because it follows the order of dependencies and relationships among them. Accounts should be migrated first because they are the parent object of many other objects. Opportunities should be migrated next because they are related to Accounts and Products. Contacts should be migrated after Accounts because they are also related to them. Products should be migrated before Product Line Items because they are the parent object of them. Product Line Items should be migrated after Opportunities and Products because they are related to both of them. Cases should be migrated after Accounts and Contacts because they are related to them. Leads and Campaigns can be migrated last because they are not dependent on other objects2

Using Salesforce Maps, configure a Data Layer showing open opportunities is the best solution to meet the requirement of visualizing all open opportunities based on the location of the related Account. Salesforce Maps is a feature that allows users to view and manage their geographic data on an interactive map. A Data Layer is a layer of data that can be added to a map to show records from one or more objects based on filters and criteria. By using Salesforce Maps, configure a Data Layer showing open opportunities, Cloud Kicks sales representatives can see all open opportunities on a map based on the address fields of their related accounts, and perform actions such as creating tasks, logging calls, updating fields, etc.

Creating an Opportunity History report for open pipeline Opportunities in a given date range is the best way to meet the requirement of providing visibility on sales pipeline changes on a monthly basis. An Opportunity History report is a report that shows how opportunities have changed over time based on historical data, such as stage, amount, probability, etc. An open pipeline Opportunity is an opportunity that has not been closed yet and has a positive amount and probability. A date range is a filter that limits the report data to a specific period of time, such as last month, this month, next month, etc. By creating an Opportunity History report for open pipeline Opportunities in a given date range, Universal Containers’ sales operations team can track and compare how the sales pipeline has changed from month to month based on different metrics and dimensions.

The Opportunity’s Account will be implicitly Read for the team is something that the consultant should consider when rolling out Opportunity Teams with Private Account organization-wide defaults. An Opportunity Team is a group of users who work together on an Opportunity, such as sales reps, sales engineers, managers, etc. Each Opportunity Team member has a role and a level of access to the Opportunity and its related records, such as Products, Quotes, Activities, etc. Organization-wide defaults are the baseline level of access that users have to records they do not own or share. Private organization-wide defaults mean that only the record owner and users above them in the role hierarchy can view and edit the records. Implicit sharing is a type of sharing that grants additional access to records based on relationships between objects or users. Implicit Read means that users can view but not edit a record.

By rolling out Opportunity Teams with Private Account organization-wide defaults, the consultant should consider that the Opportunity Team members will have implicit Read access to the Opportunity’s Account, meaning that they can view but not edit the Account record related to the Opportunity they are working on.

This is the approach that the consultant should recommend to allow the support agent to edit the Account, while still enforcing the Public Read Only OWD. Account teams are groups of users who work together on an account. Users can add themselves or others to an account team and specify different levels of access for each team member. By adding themselves to the customer’s Account team with Edit permissions, the support agent can update the Account information without changing the owner or the OWD. Verified References: [Account Teams]

Revenue Schedules allow you to recognize revenue from a product over a period of time, rather than at the time of sale. You can create revenue schedules for products that are paid in instalments, and specify the amount and date of each instalment. This can help the finance department forecast the revenue more accurately and easily. Verified References:

https://developer.salesforce.com/resources2/certification-site/files/SGCertifiedSalesCloudConsultant.pdf (page 15)

https://help.salesforce.com/s/articleView?id=sf.forecasts3_revenue_schedule.htm &type=5

Customizable Campaign Influence is a feature that allows users to attribute revenue share to influential campaigns using standard or custom attribution models. An attribution model is a set of rules that determines how much credit each campaign receives for influencing an opportunity. For example, a 50/50 attribution model gives equal credit to all campaigns associated with an opportunity, while a First Touch attribution model gives 100% credit to only the first campaign that touched an opportunity. Customizable Campaign Influence can be enabled from Setup, and it requires that Campaign Influence is also enabled. Users can then add or edit Campaign Influence records from the Campaign Influence related list on Opportunity page layouts, and use reports and dashboards to analyze campaign performance and ROI.

Changing the Account organization-wide defaults to Public/Read-Only will allow reps to view any Account but not edit them. Enabling Account Teams will allow owners to grant Read/Write access to specific reps who are responsible for those Accounts. This will ensure that only the relevant reps can edit the Accounts they are assigned to1

A. Create criteria-based opportunity sharing rules for each product line. This allows you to specify criteria for sharing an Opportunity with a specific user or group of users. For example, you could create a rule that shares an Opportunity with the product engineer when the Opportunity has a certain product line assigned to it. B. Enable Default Opportunity Teams for the Opportunity. This allows you to set a default Opportunity Team for an Opportunity, which will automatically assign the product engineer to the Opportunity when it is created. This is useful when you need to assign a specific user to multiple Opportunities.

Adding the Lead Score field to the Lead Page layout is a necessary step to fix the issue of pilot users not being able to view the Lead Score field on the Lead record page. The Lead Score field is a standard field that shows how likely a lead is to convert based on Einstein’s analysis of historical data and predictive factors. The Lead Score field must be added to the Lead Page layout for users to see it on their lead records. Assigning the Einstein Lead Scoring permission set is another necessary step to fix the issue, as it grants users access to view and use Einstein Lead Scoring features, such as Lead Score, Lead Score Insights, and Lead Score Field History Tracking.

To meet the requirement of granting Read/Write access to child Opportunities for Account Team members with the Executive Sponsor role, an Opportunity sharing rule should be created. Sharing rules in Salesforce allow you to automatically extend access to users based on their roles or other criteria. In this case, the sharing rule would be configured to provide Read/Write access to Opportunities for those in the Executive Sponsor role on the Account Team.

References:

Sharing Rules Overview

Create and Edit Sharing Rules

A custom formula field on the Opportunity object will use the currency of the opportunity record, regardless of the currency of the account or user records. This ensures that the formula field is consistent with other opportunity fields that use currency.

When project teams inform about events such as attending a conference, it impacts the project timeline. The best practice in such scenarios is to update the project plan to reflect any changes due to the team's unavailability. This ensures that all stakeholders are aware of the adjustments, and the project can proceed smoothly without unexpected delays. According to Salesforce's project management best practices, keeping an updated project plan and clear communication with stakeholders is crucial for maintaining project alignment and ensuring transparency throughout the project lifecycle.

Using a collaboration tool to gather feedback from users is a highly effective method to improve user adoption. Engaging users in the process allows them to share their experiences, challenges, and suggestions for improvement. According to Salesforce best practices, gathering feedback is crucial as it helps in making informed changes and improvements that are aligned with user needs and expectations. This approach not only enhances the system's usability but also increases user engagement and ownership, thereby driving higher adoption rates.

Einstein Activity Capture is a solution that automatically syncs emails and events between a user’s email and Salesforce without requiring any software to be installed on the user’s computer, making it compatible with CK's policy. It works with Office 365 and ensures that important customer emails are logged as records related to Contacts in Salesforce, providing an efficient and policy-compliant solution.

References:

Einstein Activity Capture Overview

Set Up Einstein Activity Capture

Record types allow you to assign different page layouts, picklist values, and business processes to different users based on their profiles. You can create three record types for the three product lines, and assign them to the appropriate sales teams. You can also create three sets of opportunity stages that reflect the unique sales methodologies for each product line, and associate them with the corresponding record types. This can help you customize the Sales Cloud functionality for each product line and track their progress separately. Verified References:

https://developer.salesforce.com/resources2/certification-site/files/SGCertifiedSalesCloudConsultant.pdf (page 17)

https://help.salesforce.com/s/articleView?id=sf.customize_recordtype.htm &type=5

https://help.salesforce.com/s/articleView?id=sf.customize_opptystages.htm &type=5

When emails sync by Einstein Activity Capture, the matching to Sales Cloud records is based on the standard Email field. Einstein Activity Capture automatically associates emails and events with the correct Salesforce records by looking at the email addresses of the recipients. The standard Email field on Contact, Lead, and User objects is used to make these associations, ensuring that activities are accurately reflected in the related records.

Creating a Slack channel to gather and discuss feedback from users is a good way to improve the rate of user adoption after a Sales Cloud implementation. A Slack channel can provide a platform for users to share their opinions, suggestions, questions, and issues about the new solution. It can also help the consultant and the leadership team to monitor user sentiment, address user concerns, and provide support and guidance. Verified References:

https://developer.salesforce.com/resources2/certification-site/files/SGCertifiedSalesCloudConsultant.pdf (page 20)

https://trailhead.salesforce.com/en/content/learn/modules/sales_admin_user_adoption/sales_admin_user_adoption_feedback

Multiple Forecast Types must be created and activated to enable forecasting for different product lines that have different sales stages. A Forecast Type is a set of settings that define how forecasts are calculated and displayed for a specific business scenario, such as product line, territory, or revenue type. A Forecast Type can use either standard or custom opportunity fields to group and filter forecast data, such as Type, Product Family, or Territory. The Forecast tab should be visible to easily view the forecasts, as it allows users to see their forecast amounts, quotas, adjustments, and categories in a single page. Users can also drill down into forecast details, compare forecasts with other users or periods, and submit or approve forecasts from the Forecast tab.

Setting project milestones and establishing key performance indicators (KPIs) is crucial for ensuring successful implementation and adoption of a Sales Cloud project. This approach provides a clear roadmap for the project, helps in tracking progress, ensures accountability, and measures success against defined objectives. Milestones and KPIs guide the project team and stakeholders through the implementation process, ensuring that each phase is completed as planned and that the project's goals are met.

References:

Project Management for Salesforce Implementations

Defining and Measuring KPIs

The Lightning Usage App is a tool that provides insights into how users are adopting and interacting with Salesforce features, such as Salesforce Files and multi-factor authentication. The app includes dashboards and reports that show metrics such as file views, downloads, uploads, previews, shares, multi-factor authentication logins, and more. The app can help admins monitor user behavior and identify areas for improvement or training.

Building in a Developer Sandbox and testing changes in a test release environment is the best practice for creating a new process that uses most of the objects that were deployed. A Developer Sandbox is a type of sandbox that provides an isolated copy of the production environment for development purposes. A test release environment is another type of sandbox that provides an isolated copy of the production environment for testing purposes before deploying changes to production.

By building in a Developer Sandbox, the admin can create and modify configurations without affecting the production environment or other sandboxes. By testing changes in a test release environment, the admin can validate and verify the functionality and performance of the new process before deploying it to production.

Account relationships are visible from Person Account records and Account Hierarchy displays only the Accounts users have Read permission to view are two considerations that the consultant should take into account when showing Account relationships to sales reps and reporting on them. Account relationships are connections between Accounts that indicate how they are related to each other, such as parent-child, partner, competitor, etc. Account Hierarchy is a feature that shows how Accounts are related in a tree structure based on their parent-child relationship. Account relationships are visible from Person Account records, meaning that sales reps can see how Person Accounts are related to other Accounts from their record page. Account Hierarchy displays only the Accounts users have Read permission to view, meaning that sales reps can only see the Accounts they have access to in the hierarchy.

These are two Salesforce features that can help meet the requirement of returning or reducing the quantity of activated orders. An order is a confirmation of a sale that lists products sold or services rendered to a customer, along with prices and terms of delivery or service. An order can have different statuses, such as Draft or Activated. Some features that can help manage orders are:

Zero Quantity Orders: This feature allows users to create orders with zero quantity for products that are returned or canceled by customers. Zero quantity orders can be used to track returns or cancellations without affecting inventory levels or revenue forecasts.

Reduction Orders: This feature allows users to create orders with negative quantity for products that are reduced or partially returned by customers. Reduction orders can be used to track reductions or partial returns without affecting inventory levels or revenue forecasts.

To set sales quotas for all sales reps, the consultant should consider the following solutions:

Enable Forecast Quotas from Setup. This allows the administrator to enable quotas for users and assign them to forecast types.

Use the API. This allows the administrator to import quota data from external sources using SOAP or REST API calls.

Use Data Loader. This allows the administrator to import quota data from CSV files using a graphical user interface.

Utilizing an application from the AppExchange is the easiest and most secure way to process customer credit card payments within Salesforce. There are many applications that offer this functionality, such as Chargent, Stripe, or PayPal. These applications integrate with Salesforce and allow sales operations team to charge customers directly from their records, without having to write any code or store any sensitive data in Salesforce.

Adding a standard dashboard for Sales Cloud Einstein is the best approach to showcase the effectiveness of Einstein Lead Scoring. Salesforce provides pre-built Einstein Analytics dashboards that offer insights into lead scoring performance, helping the VP of sales visualize how lead scoring impacts the sales process. These dashboards include metrics and trends that demonstrate the value and accuracy of the Einstein Lead Scoring implementation.

References:

Sales Cloud Einstein Analytics

Einstein Analytics Dashboard for Lead Scoring

These two groups should provide content for the use cases for Sales Processes for Cloud Kicks. Sales reps are the primary users of the Sales Processes and they can provide information about their daily activities, challenges, needs, and expectations. Sales operations are responsible for designing, implementing, and managing the Sales Processes and they can provide information about the business requirements, best practices, metrics, and goals.

To ensure data quality when migrating prospects from a marketing application to lead records in Salesforce, it is best to migrate only qualified prospects. Qualified prospects are those that have met certain criteria indicating they have a higher likelihood of becoming customers. This approach reduces the volume of data that needs to be managed and focuses the sales team's efforts on leads with the highest potential. Salesforce's best practices for data migration emphasize the importance of migrating clean, relevant, and high-quality data to maintain system efficiency and effectiveness.

Adding specific users as Opportunity team members with a role that grants Read/Write access allows account executives to share their Opportunities with other users who can help them qualify marketing Opportunities on their Accounts. Opportunity team members can view, edit, and delete the Opportunity, as well as add products, quotes, and activities. Sales management can report on which users are assigned to Opportunities by using the Opportunity Team Member report type.