Salesforce Overall
Salesforce announced a future requirement for all customers to enable MFA for their Salesforce products. To satisfy the MFA requirement, all your internal users who log in to Salesforce through the user interface must use MFA. You can turn on MFA directly in Salesforce or use your single sign-on (SSO) provider’s MFA service. Salesforce MFA is available at no extra cost. The MFA requirement is effective beginning when?
Feb 1, 2022
Many contact centers are challenged by siloed data, inaccurate algorithms, or cumbersome spreadsheets when building forecasts. This solves these problems with machine learning and an intuitive report builder
What is Intelligent Forecasting
How do you enable browser performance improvements for CPQ?
From Setup, in the Quick Find Box, enter Installed, and then click Installed Packages. Next to the Salesforce CPQ pacakge, click configure. In the Additional Settings tab, select Improve Browser Performance.
A user has access to a record, but why? Is it because of their role? Their territory? From a sharing rule? Now you can see why a user has the access they do, right from this feature in Lightning Experience. Previously, you switched to Salesforce Classic to see this information. Sharing Hierarchy is now available on the action menu, not just in the Share window.
What is Record Sharing Hierarchy
What changes allow you to read flow error emails more easily (name 1)?
1. In the subject line, see the flow version label instead of the flow API Name.
2. In the body of the email, the text about debugging the flow interview in Flow Builder when a batch of flow interviews fails is clearer.
Now participants can upload required details in their survey responses as attachments. Collect information about profile updates such as an address change, or allow customers to upload receipts in support of warranty claims. These are the configuration parameters for an attachment upload?
Attachment Types, Number of Attachments, Size of Each attachment
Workforce Engagement is all about retaining and upskilling your agents. This tool helps you understand exactly how many agents you need on shifts and what skills they need in order to provide excellent customer support.
What is Omni-Channel Planning
Take Action on Attendee Details without leaving the Meeting Digest! Help your reps stay focused on meeting prep with more actions available in the attendees list. Reps can do the following things from the Meeting Digest.
What is:
Update Attendee Details, Start Emails, Add New Records to Salesforce
DAILY DOUBLE
This CapTech employee has more Salesforce Certifications than any other member of the SO. How many certifications do they hold?
Who is Matt Comer. 10 Certifications.
What can you now do to avoid hitting flow limits when looping through a large collection?
Sort and Limit Data in a Collection (Or just limit data)
Give your users a smarter search powered by AI, with all features generally available at no extra cost. Personalization returns relevant search results based on a user’s activity. Natural language search (NLS) lets users type common words and phrases in their queries to filter search results. And the actionable UI lets your users accomplish tasks right from the search box, such as logging a case or creating a contact.
What is Einstein Search
Show agents that you care about their well-being, both in and outside of work. This allows agents to specify daily operating hours that they prefer to work. These preferences are considered when a team lead assigns shifts using the Batch Assignment or Get Candidates features
What is Service Resource Preferences
Connect with Customers and Prospects via LinkedIn using this tool. Send InMails and connection requests with native Lightning actions. HIgh Velocity sales cadences can have LinkedIn connection request steps and LinkedIn InMail steps added to them.
Native Sales Navigator Integration
The total hard limit for custom fields per object has been increased to X, so now you can allocate more fields to the different use cases that you support.
What is 900
You can divide each flow screen into multiple sections and columns to create a visually appealing and effective layout—without touching a single line of code. The multicolumn screen layout is responsive, so columns stack vertically to fit on mobile phones. This feature, which is now generally available, includes changes since the beta release. The Section component is now supported in flows that get launched from what?
Einstein Next Best Action and Actions & Recommendations Components
Your users can try natural language searches that include new field values for the supported objects. These new fields help your users filter even more records. Name 1 object and 1 new field that can be used for natural language search queries.
Accounts (Account Source, Industry, Type);
Cases ( Origin, Priority, Reason, Type);
Contacts (Lead Source); Leads (Rating);
Opportunities (Lead Source)
Dispatchers can now see this on the shift calendar, whether they're planned or unexpected, so that they can schedule shifts more accurately
What is Worker Absences
This object can now be added as a campaign member. Add them from related lists and create standard and custom reports to track their engagement.
What is Account
Suppose a sales manager needs consultants to evaluate language used in sales contracts. You give the consultants access to the Contracts object so that they can perform their work. The project has an end date, so you don’t want contractors to access sales contracts after that date. In order to achieve this, you can set the expiration date and time zone on what? (2 answers)
Permission Sets and Permission Set Groups (BETA)
With the Is Changed operator, you can define conditions that check whether certain field values on the record changed in the current transaction. Use the new Is Changed operator in your condition logic for what elements in record-triggered flows.
What are Start elements and Decision elements
Enable the new preference in Salesforce Scheduler settings and you can specify the operating hours that a resource can work on appointment topics (work type groups). You get more granular control over appointment topics and the operating hours for resources that are responsible for those topics. This feature uses this junction object that’s now to be used in all development. Related Salesforce Scheduler flows also use it.
What is the new Appointment Topic Time Slot Junction Object
Name the Omni-Channel Flow for Voice pilot features (3 features).
What is
1. Dynamic flow-based routing
2. Real-time queue metrics in Omni-Channel Supervisor
3. Custom screen pops on voice calls
Automate Safety Protocols and reduce risk of exposure to COVID-19 for Customer Visits when you integrate flows with this.
What is Salesforce Maps
Mass Actions are now available in what?
What is Split View
Now you can build screen flows faster by directly adding your existing Salesforce record fields. When you add a record field to a flow screen what is automatically configured for you?
What are the field’s name, data type, help text, requiredness, and existing values