76. What are Dashboards?
– Visual representations of key business information
– Show information from multiple reports
– Made up of Components
– Use Custom Reports as source (Matrix and Summary)
– Running User determines the level of access to the Dashboard Data
– Refresh can be Scheduled
– Email a Dashboard
77. Dashboard Components
Chart: Graphical representation of report results
Table: A listing of the top or bottom records from a report
Metric: A single data value – drawn from the Grand Total of a report
Gauge: A single data value – displayed as a point on a defined spectrum – drawn from the Grand Total of a report
78. What is a Campaign?
– Specific marketing program or marketing tactic
– Builds awareness and generates leads
What is a Campaign Member?
– Lead or contact, who is associated to the Campaign
– Individual who has responded to Campaign
Who has access to Campaigns?
• Any user in your organization can view campaigns, view the advanced campaign setup, or run campaign reports.
• However, only designated Marketing Users with the appropriate user permissions can create, edit, and delete campaigns and configure advanced campaign setup.
• An administrator must select the Marketing User checkbox on a user’s personal information to designate that user as a Marketing User.
• In addition, Marketing Users can import leads and use the campaign import wizards if they also have the Marketing User profile (or the “Import Leads” permission and “Edit” on campaigns).
• Campaigns are included with Enterprise, Unlimited, and Developer Editions, and available for an additional cost with Professional Edition
79. What is a Lead?
– Prospect that you want to market to
– Captures business card information
– Individual who has expressed interest in your product or service
– Assigned ownership either manually or via Assignment Rule
What is a Contact?
– Individual who is associated to an Account
– Lead qualification depends on your business process
– Lead information is mapped to the appropriate business object – Account, Contact or Opportunity
– Existing data check
The system automatically maps standard lead fields to standard account, contact, and opportunity fields
• For custom lead fields, your administrator can specify how they map to custom account, contact, and opportunity fields
• The system assigns the default picklist values for the account, contact, and opportunity when mapping any standard lead picklist fields that are blank. If your organization uses record types, blank values are replaced with the default picklist values of the new record owner.
• If the lead has a record type, the default record type of the new owner is assigned to records created during lead conversion.
What is a Web-to-Lead?
– An online form to capture lead information
– Published on your web site
What is an Email Template?
– Standardized text or HTML
– Enables standard and consistent email messaging
What is an Auto-Response Rule?
– Determines which Email Template to send to leads generated via Web-to-Lead
– Contains Rule Entries that determine criteria for determining Email Template response content
80. What is a Case?
– A logged issue or problem
• Similar Cases may be grouped using a Hierarchy
– Cases are:
• Manually entered from a phone call or an email
• Automatically create Case from an email (Emailto- Case)
• Automatically captured:
– Web site (Web-to-Case)
– Create a Case functionality in Outlook Edition
– May be assigned either manually or automatically via Assignment Rules
– Associated to Contacts and Accounts
What is a Case Queue?
– A virtual storage bin that can be used to group cases based on criteria such as skill requirements, product categories, customer
types, or service levels
– Users have visibility into the Case Queues to which they are members
– Cases remain in the Queue until they are assigned to or taken by individual users
What is a Case Assignment Rule?
– Determines how Cases are automatically routed to User or Queue
– Contains Rule Entries, pre-defined business rules, that determine Case routing
What is Web-to-Case?
– A web form that is published to a web site
– Customers use to submit inquiries online
What is Email-to-Case?
– Automatically create a case when an email is sent to one of your
company’s email addresses, such as email@example.com
What are Auto-Response Rules?
– Determines which Email Template to send to cases generated via Web-to-Case
– Contains Rule Entries that determine criteria for determining Email Template response content
What is an Escalation Rule?
– Automatically escalates an unresolved Case within a certain period of time (age over)
– Based on pre-defined business criteria
What are Business Hours?
– Set the organization’s hours of operation
– Escalation Rule uses to determine when to escalate a Case
– Include business hours in multiple time zones.
– Associate cases with specific time zones
– Escalate cases according to specific time zones
81. What is a Solution?
– An answer to a common question or problem
– Enables Customer Support users get up to speed quickly
– Enables Support teams to answer questions quickly and consistently
– Customers search for and browse published Solutions to selfassist
– Content-Rich Solutions are an enhancement to the Solution Object which allows solution writers to integrate rich text and
images into their solutions to completely solve a problem
What is a Category?
– Mechanism to organize Solutions
– Solutions may be associated to one or more Categories
– Categories make up a Solution Category tree structure
What are Suggested Solutions?
– The suggested solutions feature displays up to ten relevant solutions that may help users and customers solve a particular case from the case detail page and the Self-Service portal.
• Suggested Solutions can be enabled for the following: Cases tab
Self Service Portal
Case auto-response rules and emails
82. What is the Self-Service Portal?
– Authenticated portal
– Provides 24/7 online support
– Contains Public Knowledge Base, Suggested Solutions and Web-to-Case functionality
83. What is the AppExchange?
– A Website Owned and Operated by salesforce.com
– Enables Partners and Customers to Download & Install
• Custom Apps
– Dashboards, Reports,
– Documents, Profiles,
– Public & Private Sharing
– Free to Post and Download
• Partners May Charge for Services
85. What is Roll up summary field in Salesforce?
Roll up summary field in salesforce calculates the Count, Sum, Min or Max of particular field of any child record. Thus, we can say that Roll up summary field can only be created on Master object.
86. How many types of the relationship fields available in Salesforce?
There are Four types of the Relationship fields available in Salesforce
1. Master Detail
2. Many to Many
4. Hierarchical (It is only available on User Object, we cannot create this relationship to other SFDC Objects)
87. What will happen if the Account is deleted?
If the Account is deleted then Contact, Opportunity will also be deleted from Salesforce.
Contact and Opportunity are related to that Account.
88. What are the types of email templates available in salesforce.com?
2. HTML with Letter Head
3. Custom HTML
4. Visual force
You can create four different types of email templates:
89. Sequence of Salesforce Triggers and Order of Execution
The following is the order of salesforce execution when the you create or update a record,
90. How to delete the User from Salesforce?
salesforce does not allow to delete any user, however you can deactivate the users.
You can delete delete the Users Data using Mass Delete Record
Setup-> Administration Setup-> Data Management-> Mass Delete Record, from there select the objects like Account, Contact, Cases, Opportunity, Product etc and in criteria select the users name and delete all records of that user related data in the curresponding object.
91. How to restrict the user to see any record, lets say CASES?
set up cases sharing to be private. If both users are admins or have view all records on cases, then that overrides private sharing.
92. What is difference between WhoId and WhatId in the SFDC Data Model of Task/Events ?
WhoID – Lead ID or a Contact ID
WhatID – Account ID or an Opportunity ID or Custom Object ID
93. What is Master Detail relationship and look up relationship in Salesforce?
Master Detail relationship is the Parent child relationship. In which Master represents Parent and detail represents Child. If Parent is deleted then Child also gets deleted. Rollup summary fields can only be created on Master records which will calculate the SUM, AVG, MIN of the Child records.
Look up relationship is something like “has-a” (Containership) relationship. Where one record has reference to other records. When one record is deleted then there is no impact on other records.
94. Can we convert the lookup relationship to Master Detail relationship?
Yes, We can convert the lookup relationship to master detail relationship only if all the existing record has valid lookup field values.
95. Can we create Master Detail relationship on existing records?
No. first we have to create the lookup relationship then populate the value on all existing record and then convert it.
96. In How many way we can invoke the Apex class?
1. Visualforce page
3. Web Services
4. Email Services
96. What is the custom settings?
Custom settings are similar to custom objects and enable application developers to create custom sets of data, as well as create and associate custom data for an organization, profile, or specific user. All custom settings data is exposed in the application cache, which enables efficient access without the cost of repeated queries to the database. This data can then be used by formula fields, validation rules, Apex, and the Web services API.
97. Types of the custom settings?
List Custom Settings:
A type of custom setting that provides a reusable set of static data that can be accessed across your organization. If you use a particular set of data frequently within your application, putting that data in a list custom setting streamlines access to it. Data in list settings does not vary with profile or user, but is available organization-wide. Examples of list data include two-letter state abbreviations, international dialing prefixes, and catalog numbers for products. Because the data is cached, access is low-cost and efficient: you don’t have to use SOQL queries that count against your governor limits.
Hierarchy Custom Settings:
A type of custom setting that uses a built-in hierarchical logic that lets you “personalize” settings for specific profiles or users. The hierarchy logic checks the organization, profile, and user settings for the current user and returns the most specific, or “lowest,” value. In the hierarchy, settings for an organization are overridden by profile settings, which, in turn, are overridden by user settings.
98. What happens to detail record when master record is deleted?
When master Record is deleted, it’s detail records are also deleted.
99. What happens to child record when a master record is deleted in Look-up Relationship?
Child records are not deleted.
100. A custom object contains some records, now my requirement is to create field in this object with master detail relationship.
No. we can no create master detail relationship first create look up relationship and associate look fields for every parent record and then convert this to Master detail relationship.