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Salesforce & CRM Adoption Flashcards

7 cards from real CST practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Salesforce & CRM Adoption flashcards as text

  1. A CST practitioner is evaluating CRM training effectiveness using Kirkpatrick's model. Which level measures whether reps are actually applying CRM skills on the job?

    Answer: Level 3 – Behavior

    Level 3 (Behavior) measures on-the-job transfer—whether trained skills are being applied in the actual work environment.

  2. Which Salesforce feature enables a trainer to automatically alert a manager when an opportunity has not been updated in 14 days?

    Answer: Workflow Rules or Flow automation

    Workflow Rules or Salesforce Flow can trigger automated alerts based on time-elapsed field conditions on opportunity records.

  3. When onboarding a new sales rep to Salesforce, what is the recommended sequence according to adoption best practices?

    Answer: Why CRM matters → core data entry → deal stages → coaching review rhythm

    Starting with purpose, moving to core habits, then layering in process and coaching builds sustainable adoption progressively.

  4. A trainer wants to use Salesforce data to identify which reps have the highest conversation-to-close ratios. Which report would best surface this?

    Answer: Rep-level Opportunity Win Rate report filtered by stage entry

    A win rate report broken down by rep reveals conversion efficiency from qualified opportunity to closed-won.

  5. What is the risk of over-customizing Salesforce with too many required fields during initial CRM adoption?

    Answer: It creates friction that discourages adoption and increases data abandonment

    Excessive required fields make data entry burdensome, leading reps to avoid the CRM or enter low-quality data to bypass requirements.

  6. A sales trainer uses Salesforce Chatter to deliver micro-coaching. What is a key advantage of this approach?

    Answer: Coaching is delivered in context where reps are already working, increasing relevance and retention

    In-context coaching within the CRM meets reps where they work, reinforcing skills at the point of application.

  7. Which outcome most strongly demonstrates ROI from a Salesforce CRM adoption training program?

    Answer: Forecast accuracy improved from 55% to 80% within one quarter of training

    Improved forecast accuracy is a direct business outcome tied to better CRM data quality and rep behavior change.