report dasboard and data loader in saleforce

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

Customer Portal and Partner Portal in Salesforce

81. What is the difference between Customer portal and Partner portal?

Traditionally Partner Portal is part of companies Partner Channel Sales efforts. It is a portal focused more on Sales force automation and the efforts of those partners that sell your products to nurture the leads you pass to them, the leads they enter in themselves and the convert to Opportunity and subsequent sale.

Customer Portal on the other hand is more focused on the Service and Support of one’s Customers.

The feature differences are that Partner Portal exposes the Leads and Opportunity objects whereas the Customer Portal does not. However, only the top tier of Partner licensing (Gold Partner licenses) exposes the Case object whereas this is standard in the Customer Portal.

82. Give one example where you will use a trigger instead of a workflow?

Workflow allows us to perform certain operation on only one object but if we required performing operations/tasks/updates on multiple objects then we use trigger instead of workflows.

83. Explain the lead conversion process in salesforce?

When you convert a lead, the standard lead fields are automatically converted to the new account, contact, and, optionally, an opportunity using the information from the lead.
Custom lead fields are converted to custom account, contact, and opportunity fields as specified by your administrator.
All open and closed activities from the lead are attached to the account, contact, and opportunity.

84. Dashboards cannot be created on which kind of Reports?

Dashboard cant be created using Tabular reports. (If we specify row limit, we can create dashboards using tabular reports also)

85. What is the difference between Task and Events?

An event is a calendar event scheduled for a specific day and time.
Examples of events are:
1)     Meetings
2)     Scheduled Conference Calls

A task is an activity not scheduled for an exact day and time. You can specify a due date for a task or there may not be a particular time or date that the tasks or activities need to be completed by.

Examples of tasks are:
1)     A list of phone calls you need to make.
2)      An email that needs to be sent.

86. What are person accounts?

A person account is an individual consumer with whom you do business, such as a financial services client, an online shopper, or a vacation traveler. Person accounts are applicable to organizations that operate on a business-to-consumer model as opposed to a business-to-business model.

87.  What are system fields? Can you name some of them?

System fields are read-only fields found on most objects. These fields are automatically updated during API operations
Examples are, Id, IsDeleted, CreatedById , CreatedDate , LastModifiedById , LastModifiedDate  and SystemModstamp

88. What is mini page layout?

A mini page layout contains a subset of the items in an existing page layout. Mini page layouts inherit record type and profile associations, related lists, fields, and field access settings from their associated page layout


89. What is Customer Relationship Management (CRM)?

Customer Relationship Management (CRM) and Customer Experience Management (CEM) are about ensuring that your customers receive the best possible service from your organization. It is the drawing together of all the resources within your business to work for your customer to maximize your value to your their business.

90. Do I need to install anything on my workstation(s) to use Salesforce.com?

No! You can start using Salesforce.com through any web browser; however some extended functionality requires you to use Microsoft Internet Explorer because features such as mail merging from Salesforce.com to create a Word document require the installation of a small ActiveX plugin.

91. What happens if I find a fault in Salesforce.com?

Salesforce.com incorporates an extensive help and 'how do I do that' system that is fully searchable. If you can't find an wer there why not ask one of our experts?

92. Can I use my existing applications in conjunction with Salesforce.com?

Salesforce.com comes with a number of tools for integrating it with applications such as Word, Excel and Outlook. There is also a large pool of custom written paid for Apps and Plugins available at the 'Salesforce AppXchange. Further to this some versions of Salesforce,com provide access to the Salesforce.com API and if you have access to the skills of a Developer he will be able to learn to write code that might for example get Salesforce.com functioning with an existing Microsoft SQL Database.

93. What is a Lead?

A Lead is not yet a customer but any person or organization or company they may be interested in your company purchasing your product or using your services, you can import lead information into Salesforce by manually entering or importing from outside

94. What is a Contact?

A contact is any point of contact individual or influential directly associated with the account and possibly one or more opportunities. Information gathered about contact including name, phone number, address, position, and company and email information

95. Explain Lead conversion?

Lead can be converted in salesforce.com and the converted information is mapped to the appropriate business objects – Account, Contact or Opportunity


• 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.

96. What is a Web-to-Lead?

Web to Lead is an online form to capture lead information and this will be published on your website.


97. What is an Auto-Response Rule?

Auto response rules are rules configured to send an email/response to the users/group.
This determines which Email Template to send to cases generated via Web-to-Case


98. What is a Case?

Case is a logged issue or problem or Detail description of the problems, questions and feedback gathered from your customers.

Cases can be created by
• Manually entered from a phone call or an email
• Automatically create Case from an email (Email- to- Case)
• Automatically captured using Web site (Web-to-Case)
• Create a Case functionality in Outlook Edition
• May be assigned either manually or automatically via Assignment Rules

99. What is a Case Queue?

Case queue is 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

100. What is a Case Assignment Rule?

Case Assignment rules determines how Cases are automatically routed to User or Queue
Contains Rule Entries, pre-defined business rules that determine Case routing