CRT-251 Salesforce Certified Sales Cloud Consultant (SU24) Questions and Answers

The Lightning Usage App in Salesforce provides insights into how users are adopting and using the Lightning Experience, including the Lightning Sales Console. It includes metrics such as daily active users, most visited pages, and feature usage. This tool is specifically designed to help administrators and consultants understand adoption patterns and areas that may need attention or additional training.

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Lightning Usage App Overview

Monitor Adoption with the Lightning Usage App

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 efficiently track the reasons why opportunities are being lost, the consultant should create a new custom field on the Opportunity object. This custom field can be used to capture standardized reasons for lost opportunities, allowing for consistent data entry and easy reporting. This approach is straightforward to implement and leverages the existing data structure, ensuring that the information is readily available for analysis and strategic decision-making. Salesforce best practices recommend using custom fields for tracking specific business metrics to enhance data visibility and accuracy.

Building a custom report on Opportunity with custom summary formulas to show win/loss ratio is the best way to meet the requirement of measuring the win ratio for all of the sales associates. A custom report is a report that can be created and customized by users based on their needs and preferences. A custom summary formula is a formula that can be added to a report to calculate values based on the report data, such as sums, averages, percentages, etc. A win/loss ratio is a metric that measures the percentage of closed won Opportunities out of all closed Opportunities. By creating a custom report on Opportunity with a custom summary formula that calculates the win/loss ratio, managers can easily see the performance of their sales associates.

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.

The most likely cause of the records failing is that updates to child records that have the same parent record are being processed simultaneously. This can cause the records to fail because child records must be imported after the parent records have been imported, and if the parent record is being updated at the same time as the child records, the import will fail. The other options are not likely to be the cause of the failed import.

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.

When a Salesforce admin assigns User A as the owner of an opportunity related to User B’s account, User A will have Read-Write access to the opportunity’s Account and its related contact records. This is because of the implicit sharing rules that grant access to parent and child records based on the organization-wide default settings. Since the organization-wide default setting for Account is set to Private, users are unable to see each other’s accounts by default. However, when a user owns an opportunity that is related to another user’s account, the user gains Read-Write access to that account and its related contacts, regardless of the sharing settings for those objects. This ensures that the user can view and edit the account and contact information that is relevant to their opportunity.

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.

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.

Using a validation rule on Opportunity Products can prevent a sales rep from adding Products marked as requiring the myTrailhead badge if the rep has yet to complete the badge. The validation rule can check the value of a custom field on the Product object that indicates whether the myTrailhead badge is required, and compare it with a custom field on the User object that tracks whether the sales rep has completed the badge. If the validation rule evaluates to true, it can display an error message and block the addition of the Product. Using a separate price book for the Products requiring the myTrailhead badge and only sharing the price book with sales reps who have completed the badge can also validate that sales reps have completed the myTrailhead badge. The price book can contain only the Products that require the badge, and it can be shared with sales reps who have a custom field on their User record that indicates they have completed the badge. This way, only those sales reps can access and add those Products to their Opportunities.

Enabling the Person Accounts feature is irreversible is something that the consultant should consider when evaluating Person Accounts. Person Accounts are a type of account that represent individual consumers rather than business accounts. Enabling Person Accounts is a permanent action that cannot be undone or deactivated once it is done. Therefore, the consultant should carefully evaluate the pros and cons of using Person Accounts and make sure that Cloud Kicks understands the implications and limitations of this feature before enabling it.

An Outbound Message combined with a record-triggered flow is an effective solution for sending data about opportunities to an external ERP application when an opportunity is closed. This approach allows Salesforce to send a message containing the opportunity data to a specified endpoint whenever an opportunity record meets the specified criteria (e.g., when it is marked as Closed Won). This method ensures real-time integration and data synchronization between Salesforce and the external ERP system.

References:

Outbound Messaging

Record-Triggered Flows

Qualified contacts are the contacts that should be migrated from the marketing application to leads in Salesforce when following a new Salesforce implementation. A contact is a record that represents an individual who is associated with an account or business. A lead is a record that represents a potential customer who has shown interest in a product or service. A qualified contact is a contact who has met certain criteria or thresholds that indicate their readiness or willingness to buy, such as score, behavior, demographics, etc. By migrating qualified contacts from the marketing application to leads in Salesforce, Cloud Kicks can ensure that only the most promising prospects are handed off to the sales team for further follow up and conversion.

Adding the user to a separate role at the lowest level of the role hierarchy ensures that the manual reviewer does not inadvertently gain access to other users' accounts through role hierarchy-based sharing rules. This setup confines the user's access to only those records explicitly assigned to them, maintaining data security and ensuring proper access control.

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Role Hierarchy Best Practices

Managing User Permissions

These are two guidelines to consider when cloning an order with products. 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 be cloned to create an exact copy of an existing order with all its products and schedules, which can save time and reduce errors when processing repetitive orders. However, there are some limitations and considerations when cloning an order, such as:

A new order’s currency or price book will remain the same if the original order has products. This means that users cannot change these fields when cloning an order that has products, as they are determined by the products on the order.

A cloned order’s start date must fall between the associated contract’s start and end dates. This means that users cannot set a start date for a cloned order that is outside the validity period of the contract that the order is linked to, as this would violate the contract terms.

Instructing sales reps to follow their opportunities and using Flow with a scheduled action and an email alert are two solutions that can meet the requirement of sending a notification to sales reps when their opportunities remain open past the close date. Following an opportunity allows sales reps to receive updates and reminders about the opportunity in their Chatter feed. Flow with a scheduled action and an email alert allows you to automate the process of sending an email notification to sales reps based on a time-based condition, such as the close date. Verified References:

https://developer.salesforce.com/resources2/certification-site/files/SGCertifiedSalesCloudConsultant.pdf (page 21)

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

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

Before enabling Opportunity Splits, it is essential to ensure that Opportunity Teams are enabled and that the opportunity owner is a team member. Opportunity Splits rely on the Opportunity Teams feature to function correctly, as splits are allocated among team members. Ensuring that the opportunity owner is part of the team guarantees that the splits are appropriately assigned and managed. This prerequisite is critical to setting up and using Opportunity Splits effectively.

To measure the return on investment (ROI) of the purchased list of prospects, the consultant should recommend importing the list as new Leads and mapping the Campaign during import. By associating the leads with a specific campaign, Cloud Kicks can track the effectiveness of the purchased list and measure ROI through campaign reports. This approach allows sales reps to contact the leads and enables the organization to analyze the performance of the campaign linked to the purchased leads. Salesforce's campaign management and lead tracking features support detailed ROI analysis and reporting.

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.

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.

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]

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

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.

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Sharing Rules Overview

Create and Edit Sharing Rules

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).

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.

During the planning stage, it is crucial to define clear goals, metrics, project schedule, and sales processes. This ensures that all stakeholders have a shared understanding of the project objectives, timelines, and success criteria. Defining these elements provides a structured framework for the implementation and helps in tracking progress and addressing issues proactively.

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Sales Cloud Implementation Best Practices

Project Planning and Management

To allow users to manually search for a territory in an active territory model and assign it to opportunities, the consultant should recommend updating the user profiles with the Manage Territory permission. This permission enables users to search for and assign territories within an active territory model to opportunities, providing the necessary access and control for managing territory assignments. Ensuring that users have the correct permissions is crucial for successful territory management and assignment.

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

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.

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Contacts to Multiple Accounts

Enable Contacts to Multiple Accounts

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.

"Release in a Box" is a comprehensive communication tool provided by Salesforce to help organizations prepare for upcoming releases. It includes presentations, feature summaries, and other resources to effectively communicate changes and new features to leadership teams, stakeholders, and end users. This option provides a structured approach to preview and plan for new releases, ensuring that all parties are well-informed and prepared.

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Release in a Box

Preparing for Salesforce Releases

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.

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.

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.

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Project Management for Salesforce Implementations

Defining and Measuring KPIs

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.

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.

This is how CK can revoke Opportunity team access on an ad-hoc basis. Opportunity teams are groups of users who work together on an opportunity and share access to it. Users can add or remove team members as needed, and specify different levels of access for each team member. By removing a user’s Opportunity team member, CK can revoke their access to the opportunity without affecting other team members or changing the sharing model. Verified References: [Opportunity Teams]

Salesforce High Velocity Sales is a product that should be recommended for Cloud Kicks if they want to have their supervisors coach the consultants based on the call transcripts. High Velocity Sales is a set of tools that helps sales reps sell faster and smarter by providing them with best practices, automated tasks, and insights. One of the features of High Velocity Sales is Einstein Call Coaching, which uses artificial intelligence to analyze call transcripts and provide feedback and guidance to sales reps and managers.

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.

Implementing a lead scoring strategy is the most effective way to help sales reps focus on leads most likely to result in a sale. Lead scoring involves assigning values to leads based on criteria such as demographic information, behavior, and engagement levels. This helps sales teams prioritize their efforts on high-quality leads, improving conversion rates and sales efficiency. According to Salesforce documentation, lead scoring can significantly enhance sales productivity by ensuring that the most promising leads are followed up on promptly.

When a key business process is found to be missing a step during end-to-end testing, the first step a consultant should take is to collaborate with key stakeholders. This collaboration aims to determine if the missing step is critical enough to require a change in the requirements before proceeding to go-live. Engaging stakeholders ensures that all impacts and dependencies are considered, and a collective decision is made on how to address the issue. According to Salesforce best practices, stakeholder involvement is crucial in the decision-making process for changes that affect project scope and deliverables.

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.

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.

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.

Lead to Opportunity Conversion Rate is a metric that measures how many leads are converted into opportunities in relation to the total number of leads generated or processed in a given period. This metric can help evaluate the quality of leads and the effectiveness of lead qualification processes by showing how well leads are turning into potential sales. A high Lead to Opportunity Conversion Rate indicates that the leads are well-targeted, qualified, and nurtured, and that the sales team is following up on them promptly and persuasively. A low Lead to Opportunity Conversion Rate may suggest that the leads are poorly sourced, unqualified, or neglected, and that the sales team is missing out on opportunities.

Using a third-party tool is the best solution for migrating large volumes of data from a legacy CRM application to Salesforce. A third-party tool is a software application that connects to both systems and provides features such as data mapping, transformation, validation, deduplication, and error handling. Some examples of third-party tools are Informatica Cloud, Jitterbit Data Loader, or Talend Open Studio.

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

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.

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

When Account Teams are enabled and used for an account, Sales Rep A can grant Read access on the account’s cases to Sales Rep B by adding Sales Rep B as a team member on the account and assigning a team role that has Read access to cases. Sales Rep A can also allow Sales Rep B to view one of the opportunities on the account by adding Sales Rep B as a team member on that opportunity and assigning a team role that has at least Read access to opportunities.

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.

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.

User stories are a way of capturing requirements using an Agile methodology. User stories describe what a user wants to do, why they want to do it, and how it will benefit them. User stories are written from the user’s perspective, using simple and clear language. User stories can help the consultant understand the customer’s needs and priorities, and deliver value in small and frequent increments. Verified References:

https://developer.salesforce.com/resources2/certification-site/files/SGCertifiedSalesCloudConsultant.pdf (page 19)

https://trailhead.salesforce.com/en/content/learn/modules/agile-development-with-salesforce-dx/write-user-stories

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]

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.

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.

Setting opportunity access on the role to View All opportunities associated with their accounts allows sales users to view all opportunities that are related to accounts they own or are above them in the role hierarchy. This meets the requirement of giving sales users access to opportunities that are tied to accounts they own. Setting organization-wide defaults for opportunities to Private restricts access to opportunities by default, so that only the owner and users above them in the role hierarchy can view them. This meets the requirement of giving sales users access to opportunities they own.

When addressing performance measurement needs, it is crucial for a consultant to collaborate closely with the customer to understand their specific requirements. Each organization has unique goals, challenges, and metrics that are important to them. By working closely with the customer, the consultant can tailor the performance measurement criteria and system architecture to meet their specific needs, ensuring the implementation is aligned with the customer's business objectives.

References:

Understanding Customer Requirements

Sales Cloud Implementation Best Practices

When enabling the Set Up Contacts to Multiple Accounts feature, it is essential to designate a default account as the Contact's primary account. This ensures that the primary relationship is clear, while still allowing the Contact to be associated with multiple accounts. Salesforce supports this feature natively, which eliminates the need for creating a custom junction object. By designating a primary account, you ensure data consistency and clarity in reporting and account management.

Mapping the ERP unique ID to a custom external ID unique number field is the best way to meet the requirement of organizing data using the unique ID that is a number type in the ERP. An external ID is a custom field that has the “External ID” attribute, meaning that it contains unique record identifiers from a system outside of Salesforce. A unique number field is a custom field that has the “Unique” attribute, meaning that it does not allow duplicate values in the field. By mapping the ERP unique ID to a custom external ID unique number field, Cloud Kicks can use this field to match records during data import or update operations, avoid duplicate records or incorrect data, and maintain data integrity between Salesforce and the ERP system.

These are two considerations that the consultant should take into account when deciding on the timing of the release. Testing changes in a Full Sandbox can help ensure that the changes work as expected and do not cause any errors or conflicts in Production. Installing a new incentive management package along with Territory Management changes may introduce high risk to the deployment, as both changes can affect sales performance, reporting, forecasting, and compensation. It may be advisable to stagger the releases or perform them during off-peak hours to minimize the impact on users and business operations.

Creating retailer and distributor lead processes can help CK follow two different lead qualification processes before converting leads into opportunities, as it allows them to define different sets of picklist values for the Status field for each lead type. A lead process is a collection of stages that represent the steps that users take to qualify leads, such as Open, Contacted, Qualified, or Converted. Creating Status picklist values specific to each lead type can also help CK follow two different lead qualification processes, as it allows them to customize how they track and measure their progress with different types of leads. For example, they may have different criteria or actions for qualifying a retailer lead versus a distributor lead. Creating distributor and retailer lead record types can also help CK follow two different lead qualification processes, as it allows them to assign different page layouts, processes, and business logic for each lead type. A record type is a way to categorize records based on different business requirements or user profiles.

Recommending an integration with the marketing platform that creates leads in Salesforce is the best way to meet the requirement of handing off qualified prospects to the sales team. An integration is a connection between two or more systems that allows data exchange and synchronization. A lead is a record that represents a potential customer who has shown interest in a product or service. By integrating the marketing platform with Salesforce, the marketing team can automatically create leads in Salesforce when they qualify prospects based on their criteria, such as score, behavior, demographics, etc. This way, the sales team can access and follow up with the leads in Salesforce without having to manually enter them.

During the Discovery phase, observing end users helps consultants understand how users interact with the current system, identify pain points, and determine which capabilities of a Sales Cloud implementation are required. By directly observing the workflow and usage patterns, consultants can gather valuable insights into user needs and requirements, ensuring that the implementation aligns with actual business processes.

References:

Discovery Phase Best Practices

Understanding User Needs through Observation

When implementing Person Accounts and supporting many relationships between customers in Salesforce, the consultant should consider enabling Contacts to Multiple Accounts. This feature allows for the creation of indirect relationships between two or more Person Accounts, which is ideal for tracking household relationships, referrals, and other connections. It provides a flexible way to manage complex relationships without needing to create custom fields or objects.

The Scope section of a Statement of Work (SOW) is where the consultant should detail who will be responsible for training users on new features and how the training will be delivered. The Scope section outlines the specific tasks, deliverables, and responsibilities of both the consulting team and the client. Including detailed information about the training plan, including trainers, training methods, schedules, and any materials to be used, ensures that both parties have a clear understanding of the training expectations and responsibilities.