Sales Cloud & CRM Features Flashcards

What is the purpose of 'Opportunity Contact Roles' in Salesforce?

Answer: To define the role each Contact plays in the buying decision for an opportunity

Contact Roles allow sales reps to specify each contact's influence in the deal (e.g., Decision Maker, Economic Buyer, Champion), improving relationship visibility.

Which Salesforce tool allows a sales representative to track all interactions, tasks, and events associated with a specific opportunity in one place?

Answer: The Activity Timeline on the Opportunity record

The Activity Timeline on a record shows all past and upcoming tasks, events, emails, and calls in chronological order, providing a full interaction history.

In Salesforce, what is 'Collaborative Forecasting' used for?

Answer: To generate revenue projections based on opportunity pipeline data and allow managers to adjust forecasts

Collaborative Forecasting enables sales teams and managers to predict future revenue from the pipeline, with the ability to apply manager adjustments at each level of the hierarchy.

What is the function of 'Lead Scoring' in Salesforce Sales Cloud?

Answer: It assigns a numeric value to a lead based on demographic and behavioral data to prioritize follow-up

Lead Scoring assigns values to leads based on attributes like job title, industry, and engagement level, helping reps focus on the most sales-ready prospects.

Which Salesforce feature allows a sales team to split credit for an Opportunity among multiple sales representatives?

Answer: Opportunity Splits

Opportunity Splits allow revenue or overlay credit for an opportunity to be divided among team members, which then rolls up into each rep's individual forecast.

What is the 'Lead Status' field typically used to indicate in Salesforce?

Answer: The current stage of the lead in the qualification process (e.g., New, Working, Qualified)

Lead Status is a picklist that tracks where a lead is in the qualification lifecycle, helping reps manage and prioritize their lead work.

Which Salesforce object is used to track and manage customer-reported issues or support requests?

Answer: Case

Cases are the standard Salesforce object used by service teams to log, track, and resolve customer issues, complaints, or requests.