Sales-Cloud-Consultant Certified Salesforce Sales Cloud Consultant (SP23) Questions and Answers

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.

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.

These are two actions that the consultant should recommend to work around the issue of internet unavailability on the Salesforce mobile app. Enabling the system permission to store offline data in Salesforce allows users to access cached data on their mobile devices when they are offline. Enabling offline create, edit, and delete in Salesforce allows users to perform these actions on their cached data when they are offline, and sync them back to Salesforce when they are online. Verified References: [Work Offline in the Salesforce Mobile App]

These are two aspects that a consultant should consider for migrating Territory Management to a new structure for the upcoming fiscal year. Territories can inherit assignment rules from other territories higher in the model, which can simplify the process of assigning accounts and users to multiple territories. Only one territory model can be active at any given time, which means that you need to deactivate the current model before activating the new one, and ensure that there is no gap in territory coverage. Verified References:

• https://developer.salesforce.com/resources2/certification-site/files/SGCertifiedSalesCloudConsultant.pdf (page 22)
• https://help.salesforce.com/s/articleView?id=sf.customize_territories.htm&type=5

• 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.

To ensure that key fields are populated when creating leads manually, the consultant should apply the following functionalities:

• A required field. This forces the user to enter a value for a field before saving a record. The administrator can make a field required at the page layout level or at the field definition level.
• A validation rule. This checks that the data entered by a user meets certain standards before saving a record. The administrator can create a validation rule with a formula that evaluates whether a field meets certain criteria, such as length, format, or value.

Creating a dashboard component and scheduling the dashboard to refresh monthly can help the VP of sales determine the number of closed deals on a monthly basis and compare the month-over-month results. A dashboard is a visual display of key metrics and trends for records in Salesforce. A dashboard component is a chart, table, metric, or gauge that shows data from a source report. Users can create a dashboard component that shows the number of closed deals for each month based on a report that filters opportunities by stage and close date. Users can also schedule the dashboard to refresh monthly, so that it always shows the latest data. Scheduling a reporting snapshot of the Opportunity History object to run monthly can also help the VP of sales determine the number of closed deals on a monthly basis and compare the month-over-month results. A reporting snapshot is a report that captures data at a specific point in time and stores it in a custom object. Users can create a reporting snapshot that captures data from the Opportunity History object, which tracks changes in amounts or stages for opportunities, and stores it in a custom object with fields such as Month, Year, Stage, and Count. Users can then schedule the reporting snapshot to run monthly, so that it always captures the latest data.

This is how the consultant can meet the requirement of excluding a custom field from Einstein Lead Scoring. Einstein Lead Scoring is a feature that uses artificial intelligence to assign scores to leads based on how likely they are to convert into opportunities. The scores are calculated based on a scoring model that analyzes various fields on leads and historical conversion data. Users can customize the scoring model by selecting or omitting fields that they want Einstein to consider or ignore when scoring leads. By omitting the custom field from the scoring model, the consultant can ensure that it does not affect the lead scores. Verified References: [Customize Your Scoring Model]

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.

This solution will meet the requirement by allowing the CEO to run reports from the sales team’s reports folder, the CEO’s assistant to control access to the reports, and the sales managers to change the reports when necessary. The View access level will allow the CEO to view and run reports in the folder, but not edit or delete them. The Manage access level will allow the CEO’s assistant to view, run, edit, delete, and share reports in the folder, as well as add or remove users from the folder. The Edit access level will allow the sales managers to view, run, and edit reports in the folder, but not delete or share them3

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.

• Confirming that the custom matching rule is activated is the best way to resolve the issue of duplicate leads in Salesforce. A matching rule is a rule that defines how records are compared for duplicates based on fields and fuzzy logic. A custom matching rule is a matching rule that can be created and customized by users based on their needs and preferences. A custom matching rule must be activated before it can be used by duplicate rules or other features that prevent or allow duplicates. By confirming that the custom matching rule is activated, the admin can ensure that leads are matched according to their criteria and duplicates are detected and handled accordingly.

• 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.

• Deploying after the Salesforce Release ensures that the configuration is compatible with the latest version of Salesforce and avoids any potential issues or errors that might arise from deploying during a release window.
• Testing new configurations in a Preview Sandbox allows the configuration to be validated against the upcoming Salesforce Release before deploying to production. A Preview Sandbox is a sandbox that is upgraded when the next release begins its preview period.

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.

According to the Salesforce Sales Cloud Consultant Study Guide, in order to support multiple currencies in Salesforce Opportunities and forecasting, each currency requires its own custom price book. It is not necessary for each user to select their personal currency or for every currency price to be added to all of the products in the standard price book.

Enhanced Folder Sharing is a feature that allows users to share reports and dashboards with other users, groups, roles, or territories based on different access levels, such as view, edit, or manage. This can help sales reps find the reports and dashboards that are relevant to them by organizing them into folders and granting access to the appropriate users. Enhanced Folder Sharing also supports inheritance, which means that users who have access to a folder also have access to its subfolders.

The Object Manager tab in Setup allows the consultant to view and edit the metadata of standard and custom objects, such as fields, relationships, page layouts, and record types. Schema Builder provides a dynamic, graphical view of the object relationships in Salesforce, and allows the consultant to create new custom objects, fields, and relationships.

Activity tracking is a sales metric that can help a sales manager at Cloud Kicks monitor and reinforce its sales strategy. Activity tracking can show how many calls, emails, meetings, and other actions sales associates are taking to engage with their customers and prospects. Activity tracking can also help evaluate the effectiveness and efficiency of the sales associates, and provide insights for coaching and feedback. Verified References:

• https://developer.salesforce.com/resources2/certification-site/files/SGCertifiedSalesCloudConsultant.pdf (page 23)
• https://trailhead.salesforce.com/en/content/learn/modules/sales_admin_analyze_business_with_reports_and_dashboards/sales_admin_analyze_business_with_reports_and_dashboards_track_activities

• Setting up an External ID field on the Account object with Read Only on the field security settings for all profiles except the admin profile ensures data integrity between the data warehouse and Salesforce. An External ID field is a custom field that has the “External ID” attribute, meaning that it contains unique record identifiers from a system outside of Salesforce. By making it Read Only for all profiles except the admin profile, the field value can only be updated by the integration or by the admin, preventing any accidental or intentional changes by other users. The External ID field can also be used to match records during data import or update operations, avoiding duplicate records or incorrect data.

• Using quotation marks operator around contact’s first and last name is a recommendation that can yield better search results when searching for contacts in global search. Global search is a feature that allows users to search for records or information across multiple objects and fields in Salesforce. Quotation marks operator is an operator that can be used in global search to find an exact phrase or match in a record or field. For example, searching for “John Smith” will return only records or fields that contain John Smith as an exact phrase or match, not John Doe or Adam Smith or John Smithson. By using quotation marks operator around contact’s first and last name, Cloud Kicks users can narrow down their search results and find the contacts they are looking for more easily and quickly.

Salesforce Trust is a website that provides information about the performance, security, compliance, and maintenance of the Salesforce platform. Users can check for scheduled system maintenance on Salesforce Trust by selecting their instance and viewing the maintenance calendar. Users can also subscribe to receive notifications about maintenance events via email or RSS feed.

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

• 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.

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

To test the changes and updates before go-live, the consultant should recommend creating a new Sandbox, populating it with data, and asking volunteers to test it with use cases. A Sandbox is a copy of the production org that can be used for development, testing, and training purposes. A Sandbox allows the consultant to test the changes in a safe and isolated environment without affecting the live data and users. A Sandbox can also be refreshed to get the latest data and metadata from the production org.

When a quote is synced with an opportunity, any changes made to the quote line items are reflected in the opportunity line items, and vice versa. However, if a synced quote line item is deleted, the related opportunity line item remains unchanged. This means that the consultant should consider how to handle the discrepancy between the quote and the opportunity when implementing the custom fields.

This is the step that the consultant should take to troubleshoot the issue of inaccurate sales forecasting. Stage to Forecast Category Mappings are settings that determine how each opportunity stage is mapped to a forecast category, such as Pipeline, Best Case, Commit, or Closed. These mappings affect how opportunities are rolled up and calculated in forecasts. If some opportunities appear in the incorrect forecast category, it may indicate that the mappings are not configured correctly or consistently for each stage. Verified References: [Set Up Stage to Forecast Category Mappings]

• 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.

The Data Import Wizard and the Data Loader are both tools that can import data into Salesforce and assign records to a queue or run an active assignment rule1. The Data Import Wizard can import up to 50,000 records at a time, while the Data Loader can import up to 5 million records at a time2. Both tools can also prevent duplicates by matching records based on external IDs or Salesforce record IDs3.

• 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.

• Mass transferring the records to another role in the role hierarchy and removing the users from the role hierarchy are two solutions that can resolve the issue of making changes to the sharing model taking increasingly more time for users who own more than 10,000 records. A mass transfer is an operation that allows users to transfer ownership of multiple records from one user to another user at once. A role hierarchy is a structure that defines how users are organized and how data access is granted based on their roles. By mass transferring the records to another role in the role hierarchy, Cloud Kicks can reduce the number of records owned by each user and distribute them more evenly among other users in different roles. By removing the users from the role hierarchy, Cloud Kicks can prevent these users from inheriting access to records owned by other users in their role or below their role, which can slow down the sharing model changes.

These are the actions that can meet the requirement of restricting access to opportunities based on ownership and account association. Setting opportunity access on the role allows users to see opportunities owned by users below them in the role hierarchy, as well as opportunities associated with accounts they can access. Setting organization-wide defaults for opportunities to Private means that users can only access opportunities they own, unless they are granted access by other means, such as sharing rules or manual sharing. 

Creating a junction object between Campaign and Opportunity is the best way to track which marketing activities influenced a customer to make a purchase. This junction object will allow you to track the influence of multiple Campaigns on a single Opportunity, which can be used to gain insights into which Campaigns are most effective.

Einstein Activity Capture (EAC) allows users to store emails and attachments in Salesforce and have them visible in the Activity Timeline and Related Lists. Users can choose to show emails added via EAC in the Related Lists activities view.

To use Einstein Activity Capture, users must connect their email accounts to Salesforce. They must also agree to the terms of the service provider before they can send emails in Lightning.

Sales reps and sales operations are two groups that should provide content for the use cases for sales processes. A use case is a description of how users perform tasks or achieve goals using a system or process, such as creating an opportunity or closing a deal. A use case typically includes information such as actors, preconditions, postconditions, main flow, alternative flows, and exceptions. Sales reps are the primary users of sales processes, so they should provide content for the use cases based on their experience and needs. Sales operations are responsible for designing and optimizing sales processes, so they should provide content for the use cases based on their analysis and best practices.

Opportunity Splits is a Salesforce feature that allows users to allocate credit to multiple sales reps who collaborate on an opportunity. Users can define different types of splits, such as revenue splits or overlay splits, and assign percentages or amounts to each team member. Opportunity Splits can help track individual and team performance against sales quotas and goals. Verified References: [Opportunity Splits]

To retain the company history of contractors who change companies often, the consultant should recommend implementing the Contacts to Multiple Accounts feature. This feature allows a contact to be related to multiple accounts without creating duplicate records. This way, CK can track the relationship between a contractor and all the companies they have worked with. The consultant can also create a custom role field on the account contact relationship object to indicate the role of the contractor at each company.

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.

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.

This is the recommended solution for Cloud Kicks if they want to search and cross-reference records with the original source database after migrating 70 million records from a legacy database to the data warehouse that will be synced with Salesforce. Using a custom External ID field and mapping it to the source record ID value will allow Cloud Kicks to uniquely identify each record and match it with its corresponding record in the source database. A custom External ID field is a custom field that has the External ID attribute enabled, which means that it can be used as a unique identifier for data import or integration purposes.

These are three steps that a consultant should complete to prepare for a successful engagement during the Discovery phase of a project. Establishing project goals can help align the expectations and priorities of the stakeholders and the project team, and provide a clear direction for the project. Defining sales processes can help understand the current and desired state of the customer’s business operations, and identify the gaps and opportunities for improvement. Defining success metrics can help measure the impact and value of the project, and evaluate the progress and outcomes of the project. 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

• 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.

• Defining and submitting a change order for the new items is the best way to proceed when a topic is highlighted that requires additional work outside of scope during a Discovery session at Cloud Kicks. A change order is a document that describes changes to an existing project scope, deliverables, timeline, costs, or responsibilities that have been agreed upon by both parties involved in a project. A change order also specifies how these changes will affect the original project plan and contract terms. By defining and submitting a change order for the new items, the consultant can ensure that Cloud Kicks is aware of and approves of the additional work required and how it will impact their project.

This solution will meet the requirement by allowing sales reps to contact and measure the return on investment (ROI) of the purchased list. Creating a Campaign will allow sales reps to track and manage marketing efforts for a specific audience or goal. Importing the list as Leads will allow sales reps to capture information about potential customers and qualify them based on their interest and readiness. Adding them to the Campaign will allow sales reps to associate Leads with a specific marketing activity and track their responses and conversions4

These three reasons could explain the sales rep’s experience of being able to edit some opportunities associated with accounts they own, but not others. If the organization-wide defaults for opportunities are set to Private, then the sales rep can only edit the opportunities that they own or that are explicitly shared with them. If all provisioned Opportunity object permissions enable Read access with all accounts the sales rep owns, then the sales rep can view but not edit any opportunity associated with their accounts, regardless of who owns the opportunity. If some opportunities associated with the sales rep’s account are owned by other users, then the sales rep can only edit those opportunities if they have been shared with them or if they have a higher role in the role hierarchy than the owner.