101. What is Web-to-Case?
Web to Case is a method of capturing a problem/query from the customers. A web form that is published to a web site and Customers use to submit inquiries online
102. What is Email-to-Case?
Email to Case is a process of automatically creating a case when an email is sent to one of your
company’s email addresses.
103. What is an Escalation Rule?
Escalation rules are rules, automatically escalates an unresolved Case within a certain period of time (age over)
based on pre-defined business criteria
104. What are Business Hours?
Business hours are organization’s hours of operation
105. 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
106. What is the Self-Service Portal?
Self service portal is an authenticated portal which provides 24/7 online support and contains Public Knowledge Base, Suggested Solutions and Web-to-Case functionality
107. What is the AppExchange?
AppExchange is a Website Owned and Operated by salesforce.com which enables Partners and Customers to Download & Install Custom Apps and Components as per the need.
108. Jump Start Wizard vs. Standard Wizard ?
The Jump Start wizard creates a one-step approval process for you in just a few minutes
The Standard Wizard is useful for complex approval processes.
Jump Start Wizard
• The jump start wizard is useful for simple approval processes with a single step.
• Use the jump start wizard if you want to create an approval process quickly by allowing Salesforce to automatically choose some default options for you.
Standard Wizard
• The standard wizard is useful for complex approval processes.
• Use it when you want to fine tune the steps in your approval process.
• The standard wizard consists of a setup wizard that allows you to define your process and another setup wizard that allows you to define each step in the process.
109. Parallel Approval Routing ?
Parallel Approval Routing is sending approval requests to multiple approvers in a single step Wait for approval from all the approvers or wait for approval from any one
Configure an approval step to request approval from any combination of multiple users and related users
Configure 25 parallel approvers at each step
110. What is the Import Wizard?
Import Wizard is an easy-to-use multi-step wizard for importing new Accounts, Contacts, Leads, Custom Objects or Solutions. This is available only for System Administrators.
Import Wizard can be used or Account, Contact, Lead, Custom Objects or Solutions updates based on matching ID
Contact and Leads may be updated based on matching email address
Custom Objects or Solutions may be updated based on Custom Object names, Solutions titles, Salesforce ID or external ID
111. What is the input for Import Wizard?
We need to provide CSV file as a input to Import Wizard.
112. Explain Force.com Data Loader?
Force.com Data Loader is an application for the bulk import or export of data.
Data Loader is an easy-to-use wizard interface supports large files with up to millions of rows
Data Loader support for all objects, including custom objects
Use it to insert, update, delete, or extract, or upsert Salesforce records.
Force.com Data Loader can move data into or out of any salesforce.com object.
113. When to use Data Loader?
You need to load 50,000 or more records.
You need to load into an object that is not yet supported by web-based importing.
You want to schedule regular data loads, such as nightly imports.
You want to be able to save multiple mapping files for later use.
You want to export your data for backup purposes.
114. When to use web-based importing?
You are loading fewer than 50,000 records.
The object you need to import is supported by the web-based import wizards.
You want to prevent duplicates by uploading records according to account name and site, contact email address, or lead email address.
115. What is the Recycle Bin?
Recycle bin is a special folder provided by Salesforce,com, houses deleted data for approximately 30 days
Data can be recovered during this time period. Data stored in recycle bin is not counted against storage limit
If your organization reaches its Recycle Bin limit, Salesforce automatically removes the oldest records if
they have been in the Recycle Bin for at least two hours.
116. What are Trend Reports?
Trend reports are reports built on the data specified over a period.
117. What are Charts?
Charts are graphical representation of data of a single Summary or Matrix Report
Charts Types: Horizontal Bar, Vertical Bar, Line and Pie
118. What are Custom Report Types?
Custom report types allow you to build a framework in the report wizard from which users can create and customize reports.
You build custom report types off of the relationships (master-detail and lookup) between objects so that you can:
• Choose which standard and custom objects to display to users creating and customizing reports
• Define the relationships between objects displayed to users creating and customizing reports
• Select which objects’ fields can be used as columns in reports
Define custom report types to display results from an object with or without its related objects
• See which cases were closed with solutions, and which were not.
119. What is Conditional Highlighting?
Conditional highlighting is used to highlight the summary and matrix reports summary rows
We can use up to 3 conditions maximum per report to highlight.
120. What are Dashboards?
Dashboards are Visual representations of key business information and show information from multiple reports.
Dashboard can have up to 20 components
Matrix and Summary reports can be used as source reports for dashboards
Running User determines the level of access to the Dashboard Data
Dashboard refresh can be Scheduled
We can email a Dashboard
Web to Case is a method of capturing a problem/query from the customers. A web form that is published to a web site and Customers use to submit inquiries online
102. What is Email-to-Case?
Email to Case is a process of automatically creating a case when an email is sent to one of your
company’s email addresses.
103. What is an Escalation Rule?
Escalation rules are rules, automatically escalates an unresolved Case within a certain period of time (age over)
based on pre-defined business criteria
104. What are Business Hours?
Business hours are organization’s hours of operation
105. 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
106. What is the Self-Service Portal?
Self service portal is an authenticated portal which provides 24/7 online support and contains Public Knowledge Base, Suggested Solutions and Web-to-Case functionality
107. What is the AppExchange?
AppExchange is a Website Owned and Operated by salesforce.com which enables Partners and Customers to Download & Install Custom Apps and Components as per the need.
108. Jump Start Wizard vs. Standard Wizard ?
The Jump Start wizard creates a one-step approval process for you in just a few minutes
The Standard Wizard is useful for complex approval processes.
Jump Start Wizard
• The jump start wizard is useful for simple approval processes with a single step.
• Use the jump start wizard if you want to create an approval process quickly by allowing Salesforce to automatically choose some default options for you.
Standard Wizard
• The standard wizard is useful for complex approval processes.
• Use it when you want to fine tune the steps in your approval process.
• The standard wizard consists of a setup wizard that allows you to define your process and another setup wizard that allows you to define each step in the process.
109. Parallel Approval Routing ?
Parallel Approval Routing is sending approval requests to multiple approvers in a single step Wait for approval from all the approvers or wait for approval from any one
Configure an approval step to request approval from any combination of multiple users and related users
Configure 25 parallel approvers at each step
110. What is the Import Wizard?
Import Wizard is an easy-to-use multi-step wizard for importing new Accounts, Contacts, Leads, Custom Objects or Solutions. This is available only for System Administrators.
Import Wizard can be used or Account, Contact, Lead, Custom Objects or Solutions updates based on matching ID
Contact and Leads may be updated based on matching email address
Custom Objects or Solutions may be updated based on Custom Object names, Solutions titles, Salesforce ID or external ID
111. What is the input for Import Wizard?
We need to provide CSV file as a input to Import Wizard.
112. Explain Force.com Data Loader?
Force.com Data Loader is an application for the bulk import or export of data.
Data Loader is an easy-to-use wizard interface supports large files with up to millions of rows
Data Loader support for all objects, including custom objects
Use it to insert, update, delete, or extract, or upsert Salesforce records.
Force.com Data Loader can move data into or out of any salesforce.com object.
113. When to use Data Loader?
You need to load 50,000 or more records.
You need to load into an object that is not yet supported by web-based importing.
You want to schedule regular data loads, such as nightly imports.
You want to be able to save multiple mapping files for later use.
You want to export your data for backup purposes.
114. When to use web-based importing?
You are loading fewer than 50,000 records.
The object you need to import is supported by the web-based import wizards.
You want to prevent duplicates by uploading records according to account name and site, contact email address, or lead email address.
115. What is the Recycle Bin?
Recycle bin is a special folder provided by Salesforce,com, houses deleted data for approximately 30 days
Data can be recovered during this time period. Data stored in recycle bin is not counted against storage limit
If your organization reaches its Recycle Bin limit, Salesforce automatically removes the oldest records if
they have been in the Recycle Bin for at least two hours.
116. What are Trend Reports?
Trend reports are reports built on the data specified over a period.
117. What are Charts?
Charts are graphical representation of data of a single Summary or Matrix Report
Charts Types: Horizontal Bar, Vertical Bar, Line and Pie
118. What are Custom Report Types?
Custom report types allow you to build a framework in the report wizard from which users can create and customize reports.
You build custom report types off of the relationships (master-detail and lookup) between objects so that you can:
• Choose which standard and custom objects to display to users creating and customizing reports
• Define the relationships between objects displayed to users creating and customizing reports
• Select which objects’ fields can be used as columns in reports
Define custom report types to display results from an object with or without its related objects
• See which cases were closed with solutions, and which were not.
119. What is Conditional Highlighting?
Conditional highlighting is used to highlight the summary and matrix reports summary rows
We can use up to 3 conditions maximum per report to highlight.
120. What are Dashboards?
Dashboards are Visual representations of key business information and show information from multiple reports.
Dashboard can have up to 20 components
Matrix and Summary reports can be used as source reports for dashboards
Running User determines the level of access to the Dashboard Data
Dashboard refresh can be Scheduled
We can email a Dashboard
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