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Salesforce ADM-201 Practice Test Questions, Salesforce ADM-201 Exam dumps
1. What is CRM?
So what is a CRM? Well, Wikipedia says a CRM is a customer relationship Management is an approach to managing a company's interaction with current and potential customers. It uses data analysis about customer histories with the company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth. But I think CRM is more than this. The best CRMs are all about finding, winning, and keeping customers while trying to keep up with bigger business. It's a place where companies can store all information about their customers in one place, so that employees can easily use, share, and take action from that information. Then everyone can see the customer interactions across the business from emails, events, and meeting notes, as well as closing deals and seeing sales forecasting. But in my opinion, a great CRM allows its employees not just to be entrepreneurial, but intrapreneurial, allowing employees to have the freedom to create reports and dashboards to come up with new ideas and markets, but also to have the flexibility to change business processes within the CRM quickly so that the CRM can keep up with the everchanging needs of the company and the business world as a whole. But it's all about automating business processes within the CRM. It's not that customers are going to be talking to a machine. However, empowering employees to communicate with customers in an informed and personal manner without wasting time on manual processes and allowing everyone to work seamlessly together from marketing generation From marketing leads and nurturing campaigns to sales management and closing deals, to support management and post-product and service support, they can do it all on their tablet. mobile phones or even on a computer. I'm a great believer that companies should be transparent so that no one is left in the dark, and a good CRM can do this. Having said that, you may need to keep some of your CRM's reports and data private. So having a flexible security model to protect all those important business assets is also important. To give you a bit of context, I want to give you a bit of an overview of the other main CRMs in the market at the moment. Salesforce is by far the leader in CRM for sales management and support or service management, and you can see this in the Gartner Magic Quadrants and the G2 Crowd Grids and things like that. But CRMs do have benefits in other ways. Some CRMs are more process driven CRMs where the business processes are at the center of the CRM. And this you can usually find in specifically tailored CRMs for, say, big, large call centers where the process is really rigid and very important. I don't tend to agree with these sometimes, but you can get those types of CRMs. Other CRMs have bigERP, or enterprise resource planning, systems and finance systems that are then tailored around that. And they have this CRM kind of tapped on the side again, with benefits and negatives around that. However, there are record-driven CRMs, such as Salesforce, where users have more freedom to use the system while also adding more processes as needed. But also, it's usually a lot quicker to get up and running, and your ability to build processes around those records is, in my opinion, a lot more powerful in my opinion. I also see quite a few larger companies, for example, using SAP for their ERP, but using Salesforce in front of that to visualize SAP data, but using Salesforce to manage all those sales processes and support processes and feeding that information back into SAP, both working in perfect harmony. But there are also smaller solutions out there as well. You have Zoho Sugar CRM HubSpot and HigherEyes and some people start with these smallerCRMs before they start stepping into Salesforce. But one of the key benefits I found with Salesforce time and again is its ease of integration with other systems and the vast number of third-party applications that you can bolt into your CRM and install on the platform to solve those critical business problems. So you're not reinventing the wheel; more about that a bit later on. So I hope you enjoyed the first couple of videos. If you do have any questions, be sure to ask them in the comments. Otherwise I'll.
2. Salesforce the Company
Organizational & User Setup
1. Org & User Setup
The course's.ORG and user setup sections Now, this course is basically about getting a setup in Salesforce using a free Salesforce.org. Now what I mean by "an.org" is essentially the Salesforce tool. So we can basically set up our own Salesforce.org, so that we can then play around with Salesforce and try out the different features and functionality. So as we progress through this course, you will be building things within this Salesforce.org and playing with things so that you can pass your admin certification. So at the beginning of each section, we'll be going through the learning objectives. Now these tie into the syllabus for the exam. So if this area is where we're going to go into a lot of detail, then I will do so. If it's just a light overview of areas within Salesforce, then we'll just take a look at a kind of quick overview of those different sections. So the learning objectives for.org and user setup are to set up that free Salesforce developer.org by describing the components of the company profile, which is an area within the Salesforce.org, identifying the steps to maintain and create users within our free Salesforce.org, and then differentiating between the various UI features. So we're going to take a look at the user interface, how to navigate around, and see the differences and changes that you can make to that user interface as a user or as an administrator. So let's dive straight in. So first, before we start creating apps through Salesforce, I just wanted to give you a bit of an overview of Salesforce as a CRM tool. Now if you dive on to www.salesforce.com, you have your login up here that logs you in to either your developer.org or your main production.org. But there are a whole range of products that Salesforce provides within the Salesforce ecosystem. So we have sales tools, we have service tools, we have marketing analytics, some industry vertical tools, e-commerce equipment, and all kinds of things. However, because this is the core platform, the admin certification course is essentially just a bridge between the sales cloud and the service cloud. So we'll be looking at the sales cloud and the features and functionality within that, as well as the service cloud and the features and functionality within that as well. So let's go and create a free developer.org. So what you need to do is go to Developer.Salesforce.com, and this basically lands you on the developer site for Salesforce. Now from here, you can learn about doing click-development or code-development within the Salesforce platform, and you have access to information on the different clouds and sections as well as the resources, the documentation for the Salesforce tool, and the kinds of different applications you can download. Then we have the Salesforce community, so we have the developer forums so you can ask questions and things like that to different developers, and we've got other kinds of sections and blogs that you can learn more about. Trailhead, which has a basic load of trails for understanding different areas within Salesforce, was finally added to the platform. But this course is focused on the administration and certification of the course. It's always great to dive in and take a look at some of those modules. To sign up to add developer Gorg, simply click the sign up button at the top right hand corner of this page. This takes you to this page, where you can fill out the form to create your developer.org account. Now what I'm going to do is just tap in my name, give my email address, which I am going to say, and then pick what type of role you are. I'm going to say I'm an administrator, type in your company name, and where you're from, but I'm actually from the UK. So I'm going to put United Kingdom in there, then put my postal code in, which I'm just going to type in, and then finally we get to your username. Now, your username is the username you'll use to log into your salesforce.org account. This username is typically an email address and is your own, but you may already have a production.org account with the same username. Now it's important to understand that this user name has got to be unique across all of SalesForce.org. So if you do have a production Salesforce.org and you're using the same username, it won't work. So if I type in "Francesatloud Guru," it's not going to work because I actually have a production instance of Salesforce that's using that username. But you can basically put in whatever you like. So I'm going to force through email@example.com. It can be anything you like as long as it's unique, then decide if you want to receive email marketing and if you agree to the terms and conditions of the master subscription agreement. Now you may also have another box in here, which is the capture box, and you might have to type in some information in that as well just to prove that you're human. But then if that's all good, then all you have to do is click "sign me up," and Salesforce will spin up salesforce.org for you and send you an email when it's ready. So I'm going to dive into my email. Here we go. And here I've received my email, so I'm going to click on there, and what's up? We signed up. Now this is my username, so I've got to remember that. So I'm just going to copy that out, and I'm going to click the verify account button. Now it will ask me to tap in a password. So the password needs to have at least eight characters, have a letter in it, and have a number in it. So I'm going to tap in my password, and I'm going to use voila. There you go. Basically, the longer the password, the better. And then I'm going to ask a security question. Now, the security question is basically used if you forget your password. So I am going to pick my pet's name. Once you fill all that information in, click Change password. We're now in Salesforce.org, and as you can see, we've entered Salesforce Lightning, which is the Salesforce user interface if you're familiar with it. And as you can see, we're into the setup menu. So we've got all the setup information here, but at the moment the exam is very much around the Classic user interface. So we're going to actually flick back to the Classic UI, and you can do this by clicking the face at the very top right-hand corner there and clicking Switch to Classic. But before I go, I just want to quickly show you the Lightning UI. So we click this button at the top here, the App Launcher. We can dive into the different apps. So I'm going to click on the sales console. Here I am in my Sales console, and you can see that I'm on the Home tab, and I have a number of different sections within here, like Home Chatter, Leads, Accounts, Contact Opportunities, Campaigns, and Tasks. I just wanted to show you what the Lightning UI is because when we flick to the Classic UI, you'll see that it's still got these kinds of namings for things, but it's all laid out in a slightly different way. But all those records that I can access in the Lightning UI, I can also access in the Classic UI. It's really just a user interface change. So, if I go to the Classic UI, I can click the top right corner and select Switch to Salesforce Classic. I'm now in the Classic UI, and all I'm going to do as well is just the same thing I did in the Lightning UI, where I changed the app. This is the app menu within the ClassicUI, so you can hear it, see Sales, Service, Marketing, and different things like that. So I'm just going to click Sales, and now I'm in the Sales app within Salesforce. That little button up there is the Set Up menu that we're in. So we can dive into set-up, but that's pretty much it. We've now got Salesforce all signed up, and we're now ready to go. So that's it for setting up a free developer.org. I did briefly go over the user interface in Lightning and the Classic UI, but in the next video we're going to go into it in a lot more detail. So if you do have any questions about signing up for salesforce.org, please ask me a question in the comments. Otherwise.
2. Customising the User Interface
In this video, we're going to look at customizing the user interface. So we're going to look at it from kind of two different perspectives. Firstly, from the user's perspective on what they can customize within the Salesforce user interface, and then on the admin side. So what changes can the admin make to change the user interface settings across the board for all users? And then finally, we're going to take a look at home page customization. So if you click your name at the top and click My Settings and come down to Display and Layout, you'll get to the section that allows users to change their layout settings within Salesforce. Now, the first one is "customize my tabs." So this allows them, as it says, to customize their tabs from what they see in Salesforce, so they can basically select the app that they want to change. So we're on the sales app solely; let's kind of keep it at sales. And then they have all the available tabs that they have access to. So these are all the tabs that you can see when you click the plus button on the tab bar. But what we're going to do is we're going to add a couple more because there are some that are missing that we use quite a lot. So one of those is Files, so the user can see what files they've uploaded. We're also going to take a look at ideas. Now Ideas is a tool that allows people to create ideas within their company, and people can vote up those ideas so hopefully they get implemented within the company. It's a kind of cool idea. So we're going to put that one in there, and actually, I'm going to also add some, two at a time. Let's add in DMBcompaniesanddata.com. So if you press the Shift key you can kind of select a big bulk block at a time or you can hold the command or control key down and select individual records. So I'm going to just select those two and then click Add, and they both come over because both are selected when I click the up and down arrow keys. They both come at the same time. So now we've got files. Actually, I'm going to select that one as well and move them all up to the side of my Chatter tab there. So click Save, and you've now got some extra tabs. But this is only changing it for me as the specific user. It's not changing it for everybody. So just before I forget, I'm going to get rid of those. So just to get rid of them, all you have to do is select those tabs and click the Remove button, then Save, and they will disappear and we're back to normal again. Now another way you can do this is by clicking the plus button and then clicking "Customize My Tabs," and it jumps through to exactly the same page. Salesforce has a lot of different ways of getting to the same thing. So it depends on what you prefer doing—either going through My Settings and coming through to here, or clicking the plus button there and clicking the customize My tabs—because it doesn't really make a difference. It goes to the same place. But next on the list is "customize my pages." So Customize My pages allows the users to change which related lists are displayed on the different objects, among other things. So, for example, if we're on our contacts page, we're always looking at contacts, but as a user, I'm not interested in cases at all. It's just cluttering up the screen. So, let's take a look at contact so, which I've just loaded up on another tab. I'm just going to have a look at this Jane Johnson contact. And you can see here that we've got opportunities, cases, open activities, and all these related lists here. But you know what, I'm not interested in the cases. It's kind of clustering up the screen. I'm more interested in the others before, and it's just a bit annoying. So what I'm going to do isI'm going to get rid of cases. so I select Cases, click Remove, and click Save. So now if I go back to Contact and refresh that page, I no longer have cases; they're no longer there. So it allows them to optimize the page now in the same way as clicking "My Settings" and going in to change that. They can also click "customize page" on any of these pages. So if they click Customize Page again, it jumps through to My Settings in the same place as before. But again, I'm going to add this back so I don't get confused. I'm going to put it there and click "Save." So just go back into my settings. Now the next one on the list is the record types. Now we're not going to talk much about record types because we're going to go into those in a bit more detail. But this allows the users to change their default record types. Then we have the social icons. Now this is quite a cool little feature in Salesforce. It basically allows you to link up social profiles and Twitter information to records within Salesforce. And you can do this with contacts and accounts. So if I dive in here and just find a contact, let's click on Jane Johnston here. Now you can see that there are some social links at the top. Or what you can do is you can click Twitter, you can sign into your Twitter. So I'm going to sign into mine, I'm going to tap into that, and I'm going to authorize the app. This is basically saying that Salesforce can look at your Twitter and the information on it. And now I'm redirected back to SalesForce. And now if I go to a contact, say Jane Johnston, and click on Twitter, it's now searching Twitter for Jane Johnston. And you can kind of go on a hunt to see if one of those is the Jane Johnston you're looking for, and then you can select them. I'm going to select that one. I've now linked up to this Jane Johnstonand you can see their last Twitter information. I don't know who that is. Somebody off the Internet And you can do it on Facebook, the cloud, and YouTube as well. So let's go back into my settings. And then finally, the accessibility options This basically has two settings for enabling accessibility mode and also colorblind palettes on charts.
3. Homepage Customization
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