Salesforce All Important Questions and Answers in English (MDSU)

Salesforce - Questions and Answers | 100% Syllabus Covered (MDSU)

1. What is cloud computing?

Answer:
Cloud computing is a technology in which data and applications are stored on the internet, and users can access them from anywhere. It involves hosting hardware and software on servers, and the user only needs an internet connection.

2. What are the benefits of cloud computing?

Answer:
The main benefits of cloud computing are:

• Lower Cost: Reduces hardware and maintenance expenses.

• Scalability: Resources can be scaled up or down as needed.

• Security: Advanced security features are available to keep data safe.

• Accessibility: Can be accessed from any device and anywhere.

3. What are the layers of cloud computing?

Answer:
There are three main layers of cloud computing:

1. Software as a Service (SaaS) – Ready-to-use software services (e.g., Gmail, Google Drive).

2. Platform as a Service (PaaS) – Platforms for development and hosting (e.g., Salesforce, Google App Engine).

3. Infrastructure as a Service (IaaS) – Virtual servers and networking resources (e.g., AWS, Microsoft Azure).

4. What are the types of cloud computing?

Answer:
There are four types of cloud computing:

1. Public Cloud: Servers are available to everyone (e.g., Google Cloud, AWS).

2. Private Cloud: Limited to a single organization.

3. Hybrid Cloud: A mix of public and private clouds.

4. Community Cloud: A cloud specifically created for a single industry or group.

5. What is Salesforce?

Answer:
Salesforce is a Cloud-Based CRM (Customer Relationship Management) platform that helps companies build and manage better relationships with their customers. It provides facilities like sales, marketing, service, and analytics.

6. What are the benefits of Salesforce?

Answer:

• Cloud-Based: Can be accessed from any device.

• Scalable: Useful for small businesses to large companies.

• Customizable: Can be modified according to your needs.

• Integration: Can be integrated with other tools and apps.

7. What is CRM and why is Salesforce CRM special?

Answer:
CRM (Customer Relationship Management) is a system that helps manage customer data, interactions, and sales processes.
Salesforce CRM is special because:

• It is cloud-based.

• It has features of Artificial Intelligence and automation.

• It can be easily integrated with other software.

8. What are the main products and services of Salesforce?

Answer:

1. Sales Cloud: Manages all activities related to sales.

2. Service Cloud: Used for customer support.

3. Marketing Cloud: For marketing campaigns and automation.

4. AppExchange: Provides a third-party application store facility.

9. What is AppExchange?

Answer:
AppExchange is an online marketplace where Salesforce users can download and install new apps and tools.

10. What is the Force.com platform?

Answer:
Force.com is a PaaS (Platform as a Service) that allows developers to build custom applications.

11. What are Standard Objects in Salesforce?

Answer:
Standard Objects are objects that are available by default in Salesforce.
Examples: Account, Contact, Lead, Opportunity.

12. What are Custom Objects in Salesforce?

Answer:
Custom Objects are objects that are created by the user.
Examples: Student, Orders, Projects (which are created according to business needs).

13. How many types of Tabs are there in Salesforce?

Answer:

1. Standard Tabs: Pre-existing tabs (e.g., Accounts, Contacts).

2. Custom Tabs: Tabs created by the user.

3. Web Tabs: To embed a web page.

14. What is OWD (Organization-Wide Default)?

Answer:
OWD is a security setting that controls which user can see which data.

15. What is the difference between Profile and Role?

16. What are Sharing Rules in Salesforce?

Answer:
Sharing Rules are rules through which we can share a record with other users.

17. What is the difference between Sales Cloud and Service Cloud?

18. What is an Approval Process in Salesforce?

Answer:
An Approval Process is a workflow that automatically sends a record to the right person for approval.

19. What is the difference between Workflow and Process Builder?

20. How many types of Reports are there in Salesforce?

Answer:
There are four types of reports in Salesforce:

1. Tabular Report: The simplest report, where data is in a table format.

2. Summary Report: Data is summarized in one or more groups.

3. Matrix Report: Data is grouped by both Rows and Columns.

4. Joined Report: It shows two or more reports joined together.

21. What is a Dashboard in Salesforce?

Answer:
A Dashboard is a Visual Representation that shows data from reports in the form of charts, graphs, and gauges. It helps to easily understand and analyze business data.

22. How many types of Email Templates are there?

Answer:
There are four types of email templates in Salesforce:

1. Text Template: Simple text-based emails.

2. HTML Template: HTML formatted emails.

3. Custom HTML Template: Fully customized HTML emails.

4. Visualforce Template: Custom templates with dynamic data.

23. What is the difference between Web-to-Lead and Web-to-Case?

24. What is the difference between a Queue and a Public Group?

25. How is the Home Page customized in Salesforce?

Answer:
In Salesforce, the home page is customized using the Lightning App Builder. In it, we can add or remove various components (like Dashboards, Reports, Quick Links, Recent Items).

26. What is an Approval Process in Salesforce?

Answer:
An Approval Process is an Automated Process used to send records for approval by one or more users.

Important components of an Approval Process:

1. Entry Criteria: Decides which records to send for approval.

2. Approval Steps: Decides in which steps the approval will happen.

3. Actions: Which actions will be taken after approval or rejection.

Example:

Suppose a company needs a process to approve a Leave Application.

1. The employee will submit the application.

2. The manager will receive the approval request.

3. If the manager approves, HR will get a notification.

4. If it is rejected, the employee will receive an email.

27. What is the difference between a Workflow Rule and Process Builder?

28. How does Process Builder work?

Answer:
Process Builder is a point-and-click tool that allows us to create automation based on records.

Steps in Process Builder:

1. Create a New Process: Go to Setup → Process Builder in Salesforce and create a New Process.

2. Select an Object: Choose the object on which the process will apply.

3. Set Criteria: Determine the conditions under which the process will run.

4. Add Actions: Create a record, update it, send an email, run an approval process, etc.

5. Activate: Activate the process.

29. What is the difference between Reports and Dashboards?

30. What is a Roll-Up Summary Field?

Answer:
A Roll-Up Summary Field is used to perform a Summary Calculation in a Master-Detail Relationship.

Which operations does it support?

1. COUNT: How many records are linked.

2. SUM: Total of all records.

3. MIN: Minimum value.

4. MAX: Maximum value.

Example:

If we have an account and several invoices under it, we can show the Total Amount of all invoices with a Roll-Up Summary Field.

31. What are Sharing Rules in Salesforce?

Answer:
Sharing Rules are used to give data access to users who cannot see the data due to the Organization-Wide Default (OWD).

Types of Sharing Rules:

1. Owner-Based Sharing Rules: Sharing is based on the record owner.

2. Criteria-Based Sharing Rules: Sharing is based on a specific field value.

Example:

If all records of the HR department are private, but we want to let the Finance Team see the "Salary Data", we can set a Sharing Rule.

32. What are Governor Limits in Salesforce?

Answer:
Salesforce is a multi-tenant architecture, where data from all companies is stored on the same server. Therefore, Salesforce has created some governor limits so that no user can put too much load on the system.

Some important governor limits:

1. A SOQL query cannot be run more than 100 times in a single transaction.

2. A DML operation cannot be performed more than 150 times in a single transaction.

3. CPU time cannot exceed 10 seconds in a single transaction.

4. Heap Size cannot exceed 6 MB (synchronous) and 12 MB (asynchronous) in a single transaction.

33. What is a Case Escalation Rule in Salesforce?

Answer:
An Escalation Rule is used to automatically escalate Cases when they are not resolved by a support agent within a set time (SLA).

Example:

• If a customer does not get a response in 24 hours, the case should be assigned to the manager.

• If a case remains open for 48 hours, it automatically becomes a high-priority case.

34. What is a SandBox in Salesforce?

Answer:
A SandBox is a testing environment where coding, testing, and development are done without affecting the main system.

Types of SandBox:

1. Developer Sandbox: For small data testing.

2. Developer Pro Sandbox: For development with more data.

3. Partial Copy Sandbox: Some data from production is copied.

4. Full Copy Sandbox: All data is copied.

35. What is a Web Tab?

Answer:
A Web Tab is a custom tab that helps to integrate an External Website into Salesforce.

36. What is a Public Group in Salesforce?

Answer:
A Public Group is a user group used in record sharing and workflow assignment.

Uses of a Public Group:

1. Record Sharing: To share records of an object with more than one user.

2. Email and Workflow Assignment: To assign automated emails or workflows to multiple people at once.

3. Adding users to a Queue: To add multiple users to complete a specific task.

Example:

If our team has 10 Sales Agents and we want them all to be able to access the same lead data, we can add them to a Public Group.

37. What is the difference between a Custom Profile and a Standard Profile?

38. What are Login History and Trusted IP Range?

Answer:

1. Login History: It tracks user login details (Date, Time, Location, IP Address, Status).

2. Trusted IP Range: This is a security feature that allows login only from certain specified IP addresses.

Example:

If a company wants Salesforce logins to happen only from the office network, they can set a Trusted IP Range.

39. What is Data Loader?

Answer:
Data Loader is a tool used to import and export large amounts of data in Salesforce.

Uses of Data Loader:

1. Can import and export more than 50,000 records.

2. Can Insert, Update, Delete, and Export records.

3. Data can be imported from CSV files.

40. What is the difference between Web-to-Lead and Web-to-Case?

41. What are Record Types?

Answer:
Record Types are used to manage different types of data in the same object.

Example:

If we have a "Leads" object and we need to manage "Domestic Leads" and "International Leads" separately, we can create Record Types.

42. What are Validation Rules?

Answer:
Validation Rules are used to ensure that the validity of the data entered by the user is correct.

Example:

If we want to ensure that the email field is not left empty, we can set this Validation Rule:
ISBLANK(Email)

43. What is a Queue in Salesforce?

Answer:
A Queue is a waiting area where records are stored until a user accepts them.

Example:

If there are 5 members in the support team, we can create a Case Queue, so that all new support cases are stored in one place and any member can accept them.

44. What is an Email Alert in Salesforce?

Answer:
An Email Alert is a Notification System that sends an email when a specific event is triggered.

Example:

If a lead remains without follow-up for 7 days, an Email Alert can be sent.

45. What is the difference between Page Layout and Lightning Record Page?

46. What is Omni-Channel in Salesforce?

Answer:
Omni-Channel is a feature that automatically assigns cases, chats, emails, and calls to support agents.

Example:

If customer support agents need to handle chats, cases, and calls, then Omni-Channel can automatically assign them to the best available agent.

47. What is Salesforce Flow?

Answer:
Salesforce Flow is a point-and-click automation tool that helps in designing custom processes.

Example:

If we want to automate the onboarding process, we can create a Flow that will send a welcome email for new joiners and assign an account.

48. What is a Junction Object in Salesforce?

Answer:
A Junction Object is used to create a Many-to-Many Relationship.

Example:

If we have Students and Courses objects and a student can take multiple courses and a course can have multiple students, then we can create a Junction Object named "Enrollment".

49. How to design the Salesforce Home Page?

Answer:

1. Go to Lightning App Builder.

2. Choose a Template for the Home Page.

3. Add custom components (Report Chart, Tasks, Alerts, etc.).

4. Publish.

50. What is Multi-Factor Authentication (MFA) in Salesforce?

Answer:
Multi-Factor Authentication (MFA) is a security feature that requires an OTP, Authenticator App, or Security Key for login.

Example:

If a user logs into Salesforce, they will have to enter an OTP along with their password, which increases security.