CRM
What does "CRM" stand for?
Customer Relationship Manager/Management
What does EA stand for?
Engagement Acceptance
How is an Opportunity created?
Converting a Lead or creating a new one manually from an Account.
How is an Account created?
Converting a Lead
Name one way a Lead can be generated.
Phone call, Email, Contact form on website, Walk-in, etc.
Is CRM a technology or a strategy?
Both
What does AFS stand for?
Authorization for Service
What does it mean when an Opportunity is non-Confidential?
The opportunity is visible to all users in all territories
How is a Contact created?
Converting a Lead, or adding one manually to an existing Account.
Leads, when converted, become what?
Contact(s), Account, Opportunity
Roughly how many people utilise PwC's Salesforce implementation?
Around 400,000
What must be completed before an EA is granted?
CA (Client Acceptance) and (in the territories it's rolled out) KYC (Know Your Client)
What are the three possible outcomes of an Opportunity?
Closed - won, Closed - lost, Withdrawn
What's the difference between a Contact and an Account?
A Contact is a single person. An Account is a group of Contacts, typically a business.
If an Account already exists, can a new Lead be created for that Account?
No
Name three components of Salesforce.
Lead, Contact, Account, Opportunity, Report, Dashboard, Entity, Case, Campaign, etc.
what is the most essential Permission set for Apps profiles
User : Manage Reports
Who can set an Opportunity to Confidential?
Opportunity Leads
Can an Account have multiple Contacts? Can a Contact be related to multiple Accounts?
Yes. No.
Name three key attributes of a Lead.
Company Name, Contact Name, Phone Number, Email, Lead Reason, etc.
What is the name of Salesforce's AI-driven analytics tool?
Einstein
what are the 6 types of assessments
AFS, EA, CA, KYC, JBR, RC
Who can unlock a Withdrawn Opportunity?
Opportunity Leads and Opportunity Owners
Who can modify Account records?
Only System Admin
Name the possible status' of a Lead.
Unqualified, New, Marketing Qualified, Sales Accepted, Converted