CRT-251 Practice Exam Questions with Answers Salesforce Certified Sales Cloud Consultant (Sales-Con-201) Certification

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.

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.

These answers are some of the insights that Einstein Opportunity Insights can provide to help CK improve its sales productivity. Sentiment analysis can detect the tone and mood of emails between reps and prospects, follow-up reminders can prompt reps to take action on stalled opportunities, and key moments can highlight important events or changes in opportunities.

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.

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.

To assign territories in bulk to Opportunities, the consultant should run the filter-based Opportunity territory assignment. This feature allows users to apply territory assignments to a large number of opportunities based on specified criteria or filters. This method is efficient for bulk assignments and ensures that opportunities are accurately aligned with the appropriate territories based on predefined rules and conditions.

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.

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 meet the requirement of handing off qualified prospects from the marketing platform to the sales team, the consultant should recommend an integration with the marketing platform that creates leads in Sales Cloud. This integration ensures a seamless transfer of qualified leads from the marketing system to the sales system, enabling the sales team to follow up on these leads efficiently. Integrating the two platforms helps maintain data consistency and streamlines the lead management process.

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.

Enabling Sales Forecasting helps provide consistent updates and reliable information about the pipeline to leadership. Salesforce's Sales Forecasting feature allows sales teams to predict and plan for future sales outcomes based on current pipeline data. It aligns processes by standardizing how sales data is reported and ensures that all teams are using the same criteria and metrics for reporting progress on deals.

References:

Sales Forecasting Overview

Implementing Sales Forecasting

The final step in completing a Sales Cloud engagement is to obtain stakeholder sign-off. This formal sign-off ensures that all project deliverables have been met to the satisfaction of the stakeholders and that the implementation is considered complete. It is a crucial step to officially close the project and transition to ongoing support and maintenance.

References:

Project Completion and Sign-Off

Ensuring Project Success

Utilizing an application from the AppExchange is the easiest and most secure way to process customer credit card payments within Salesforce. There are many applications that offer this functionality, such as Chargent, Stripe, or PayPal. These applications integrate with Salesforce and allow sales operations team to charge customers directly from their records, without having to write any code or store any sensitive data in Salesforce.

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.

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.

References:

Role Hierarchy Best Practices

Managing User Permissions

Account Roll-up Summary fields will update from the Opportunity object is something that Cloud Kicks should consider when enabling Advanced Currency Management in its Salesforce org. A Roll-up Summary field is a field that calculates values from related records, such as count, sum, min, max, etc. Advanced Currency Management is a feature that allows users to enable dated exchange rates and track historical exchange rates in Salesforce. By enabling Advanced Currency Management, Cloud Kicks can use dated exchange rates to convert currency amounts based on specific dates or ranges of dates. When using dated exchange rates, Account Roll-up Summary fields will update from the Opportunity object based on the close date of the opportunities, regardless of whether the opportunities are open or closed.

To ensure that steps in the sales process are clear and adhered to by the new inside sales team, the consultant should recommend creating a Path on the Opportunity object. Salesforce Path provides a visual representation of the stages in a business process. It allows administrators to define key fields, guidance for success, and specific steps that need to be completed at each stage. This feature is ideal for providing clear guidelines, support materials, and coaching tips for each step of the sales process, helping sales teams stay on track and adhere to best practices.

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.

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.

Selecting the Split View option from the ‘My Opportunities’ list view can help sales reps see all of their current opportunities and their full details with a minimal amount of navigation or clicks. The Split View option displays a collapsible panel on the left side of the screen that shows a list of records, such as opportunities, and a main panel on the right side that shows the details of a selected record. Sales reps can easily switch between different records by clicking on them in the left panel, without leaving or refreshing the page.

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.

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.

reCAPTCHA is a service that protects websites from spam and abuse by using a simple test to verify that users are human. By enabling reCAPTCHA verification in Web-to-Lead settings, the customer can prevent bots from submitting web-to-lead forms and creating unwanted leads.

Deal Insights within Pipeline Inspection in Salesforce provides sales reps with a single view to identify and manage stalled opportunities. This feature leverages AI to highlight deals that may require attention based on changes in engagement, activity, and other deal characteristics. It helps sales reps quickly identify which opportunities need follow-up and which are at risk of stalling, providing valuable insights for pipeline management.

References:

Pipeline Inspection and Deal Insights

Deal Insights Overview

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

The Insert Availability feature in Salesforce Inbox allows sales reps to share their available time slots with prospective clients via email, and let them book a meeting with a single click. This eliminates the back-and-forth communication and manual coordination of finding a suitable time for both parties. The booked meeting is then automatically added to the sales reps’ Salesforce calendar and synced with their Outlook or Gmail calendar.

To drive adoption of Sales Cloud, Universal Containers (UC) should include the identification of change management champions as part of their plan. Change management champions are influential employees who can advocate for the new system, provide support to their peers, and help overcome resistance to change. Their involvement is crucial in promoting user adoption by demonstrating the benefits of the new CRM system and encouraging others to embrace it. According to Salesforce best practices, having internal advocates can significantly improve the success rate of CRM implementations.

These are three steps for successful change and seasonal release management. Change and release management is the process of planning, testing, deploying, and communicating changes and updates to a system or process, such as Salesforce. Some steps for effective change and release management are:

Communicate updates to end user: This step involves informing the end users about the changes and updates that are coming, why they are important, how they will affect their work, and when they will be available. This can help increase user awareness, adoption, and feedback.

Create an org development model: This step involves defining the roles, responsibilities, tools, and environments for developing, testing, and deploying changes and updates. This can help ensure quality, consistency, and security of the system or process.

Collect input from stakeholders: This step involves gathering feedback and suggestions from the stakeholders who are affected by or involved in the changes and updates, such as users, managers, customers, or partners. This can help identify needs, requirements, issues, or risks of the system or process.

These answers will allow CK to sell its products in different currencies, as each custom price book can have a different currency and each product can have multiple prices in different currencies. The standard price book must have at least one price for each product in each currency that is used in the org.

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.

To identify the pages with the highest traffic in Salesforce, a consultant should recommend installing the Salesforce Adoption Dashboards package from AppExchange. This package provides a set of pre-built dashboards and reports that offer insights into user adoption and engagement metrics, including the most visited pages. These dashboards can help admins understand which pages are most frequently used, aiding in the optimization of user experience and identifying areas for further training or improvement.

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 support a successful sales team transition when restructuring sales teams to align with product lines, the consultant should meet with territory sales leadership to design territory assignment rules. Territory management ensures that sales reps are assigned to the correct accounts and territories based on the new structure. Designing territory assignment rules will help in automatically assigning the right accounts to the appropriate sales reps, streamlining the transition and ensuring that each sales rep focuses on the accounts they have been assigned. Salesforce's Territory Management functionality provides a robust framework for managing and assigning territories efficiently.

Einstein Activity Capture is a Salesforce feature that automatically syncs emails and events from Office 365 (or Gmail) to Salesforce. Users do not need to install anything on their computers, as the feature works in the cloud. Users can also choose which emails and events to sync, and relate them to contacts, accounts, opportunities, or other records in Salesforce. Einstein Activity Capture can help users save time and keep track of their customer interactions. Verified References: [Einstein Activity Capture]

Unchecking the Grant Access Using Hierarchies checkbox in Sharing Settings for the Complaints object and creating a criteria-based sharing rule that grants Read/Write access to the Complaints Specialist public group are two options that can meet the requirements of restricting access to Complaint records to only users within the Complaints Specialist public group. Grant Access Using Hierarchies is a setting that determines whether users above a record owner in the role hierarchy can access that record. By unchecking this setting for the Complaints object, the consultant can prevent managers or other users higher in the role hierarchy from viewing or editing Complaint records that they do not own. A criteria-based sharing rule is a rule that grants access to records that meet certain criteria, such as field values, record types, etc. By creating a criteria-based sharing rule that grants Read/Write access to the Complaints Specialist public group, the consultant can ensure that only users in this group can view and edit any Complaint record, regardless of who owns it.

This is the approach that the consultant should recommend to allow the support agent to edit the Account, while still enforcing the Public Read Only OWD. Account teams are groups of users who work together on an account. Users can add themselves or others to an account team and specify different levels of access for each team member. By adding themselves to the customer’s Account team with Edit permissions, the support agent can update the Account information without changing the owner or the OWD. Verified References: [Account Teams]

Arranging multiple sessions with small groups of employees is an efficient approach to conduct discovery meetings, as it allows the consultant to interact with different types of users and gather more detailed and specific feedback from them. Sending a survey to all employees asking for a list of desired changes is another efficient approach, as it enables the consultant to collect quantitative and qualitative data from a large number of users in a short time. Asking management to select which employees should participate in sessions is also an efficient approach, as it ensures that the consultant meets with the key stakeholders and representatives of each business unit or function.

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.

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.

To convert a lead into a Person Account, the Company field must be populated with ‘Person’. This indicates that the lead is an individual consumer and not a business account. If the Company field is left blank, the lead conversion will fail.

To show reports and dashboards with Opportunity Forecast by Product family with team Quotas, creating a custom report type that includes Forecasting Quotas and Forecasting Items is the recommended solution. This custom report type allows sales managers to generate detailed reports that combine information about forecasted opportunities and the quotas set for the team, providing a comprehensive view of performance by product family.

References:

Custom Report Types

Forecasting in Salesforce

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 sales team's performance based on a fiscal year that starts in February and ends in January, the consultant should recommend updating the Company settings. In Salesforce, the fiscal year settings can be customized in the Company Information section of Setup. This allows the organization to define a custom fiscal year that aligns with their financial reporting requirements. By setting the correct fiscal year, Salesforce will automatically adjust all reports and forecasts to align with the company's financial calendar.

When converted leads with high scores show little interest in purchasing, it indicates that the lead scoring model may not be accurately reflecting true purchase intent. Evaluating each record against the target marketing persona involves comparing the characteristics of the lead to an ideal customer profile, which helps in ensuring that the scoring is more aligned with actual buying intent. By refining the lead qualification process to better match the target persona, sales teams can prioritize leads that are more likely to convert into customers.

References:

Improving Lead Scoring with Personas

Lead Management Best Practices

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.

The first step to addressing poor data quality and high volume issues is to create a data management plan and a data quality dashboard. A data management plan outlines the processes and responsibilities for maintaining data quality, including data cleansing and validation procedures. A data quality dashboard provides visibility into data quality issues, helping the team monitor and address them proactively. This approach helps improve data accuracy and enables the sales operations team to produce more reliable and insightful reports, enhancing overall efficiency and adoption.

References:

Data Quality Management

Creating Data Quality Dashboards

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]

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.

Einstein Activity Capture is a solution that automatically syncs emails and events between a user’s email and Salesforce without requiring any software to be installed on the user’s computer, making it compatible with CK's policy. It works with Office 365 and ensures that important customer emails are logged as records related to Contacts in Salesforce, providing an efficient and policy-compliant solution.

References:

Einstein Activity Capture Overview

Set Up Einstein Activity Capture

EAC a two-way sync for events and contacts means that EAC can synchronize events and contacts between Salesforce and the connected email and calendar applications, such as Gmail or Outlook. This minimizes the need for sales reps to manually create meetings and events that are stored on their calendars, as they will be automatically captured and displayed in Salesforce.

EAC supports emails, events, and contacts means that EAC can capture these types of activities from the connected email and calendar applications and display them in Salesforce. This allows sales reps to view and track their interactions with customers without having to manually log them in Salesforce.

When working with Sales Territories and reassigning Accounts into new territories, the consultant should consider that a territory model must be activated in order to view reassigned accounts. Only once the model is activated will the new territory assignments take effect, and accounts will be reassigned according to the new rules defined in the model. This step is crucial for ensuring that the reassignment process is completed and visible to users.

Enabling parenthetical currency conversion is the best way to allow the sales team to report on Australian deal values in U.S. Dollars (USD). Parenthetical currency conversion is a feature that displays converted currency amounts in parentheses next to the original currency amounts in reports and dashboards. For example, if an opportunity has an amount of 10,000 Australian Dollars (AUD), and the corporate currency is USD, enabling parenthetical currency conversion will show the amount as 10,000 AUD (7,500 USD) based on the exchange rate. By enabling parenthetical currency conversion, the sales team can easily see and compare Australian deal values in USD without having to manually calculate them.

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.

The Opportunity Percentage Split method in Salesforce allows for revenue sharing among team members. Each member can be assigned a specific percentage of the revenue. This method is ideal when the split percentage is less than 100% of the revenue amount because it allows for granular control over how revenue is distributed among team members. According to Salesforce documentation, Opportunity Splits can be set up to reflect different sales scenarios, including revenue recognition and compensation. The Opportunity Percentage Split method specifically supports scenarios where splits add up to less than 100%.

References:

Salesforce Opportunity Splits Overview

Setting Up Opportunity Splits

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

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.

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.

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.

References:

Lightning Usage App Overview

Monitor Adoption with the Lightning Usage App

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.