4. Declarative Salesforce Customization

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Questions and Answers

What feature allows agents to access important information without leaving their current screen?

  • Utility Bar
  • Keyboard Shortcuts
  • Subtabs (correct)
  • Salesforce Chat

How many key fields can be added to each step in a Path within Salesforce?

  • Ten
  • Three
  • Five (correct)
  • Seven

Which feature allows agents to communicate with customers in real time from the Lightning Service Console?

  • Utility Bar
  • Split View
  • Path
  • Salesforce Chat (correct)

What does the Split View feature in Salesforce enable agents to do?

<p>View Case List Views alongside active records (D)</p> Signup and view all the answers

What can be included in the guidance section of a Path to assist users?

<p>Tips, instructions, links, and company-specific information (D)</p> Signup and view all the answers

What allows users to create, delete, and reorder tabs and tab sets on record pages?

<p>Tabs component (C)</p> Signup and view all the answers

Which of the following can a record page be set as default for?

<p>Entire organization (D)</p> Signup and view all the answers

What is required to add a survey to a record page using the Survey component?

<p>Active surveys (A)</p> Signup and view all the answers

What can be done to a home page once it is saved?

<p>It can be assigned to profiles and activated. (A)</p> Signup and view all the answers

Which step is NOT part of creating a record page?

<p>Navigate to AppExchange (C)</p> Signup and view all the answers

What is an essential action after adding the Survey component to a record page?

<p>Select an active survey from the list (D)</p> Signup and view all the answers

Which statement accurately describes custom labels in Salesforce?

<p>They can be localized using specific syntax. (C)</p> Signup and view all the answers

Which of the following standard components can be added to a record page?

<p>Tabs (B)</p> Signup and view all the answers

What feature allows users to create a record page from scratch in Lightning?

<p>Lightning App Builder (B)</p> Signup and view all the answers

When selecting a template for a record page, what must be confirmed?

<p>Templates that support required form factors (D)</p> Signup and view all the answers

What determines the visibility of components on a Lightning record page?

<p>Component Visibility settings configured by the user (C)</p> Signup and view all the answers

How can a home page be set as the default in Salesforce?

<p>Through the 'Home' section in Setup. (B)</p> Signup and view all the answers

What can be done with the Tabs component on a record page?

<p>Change the order of tabs (D)</p> Signup and view all the answers

What must be added to the page to utilize the Macro Builder?

<p>Macro utility component (A)</p> Signup and view all the answers

Which of the following describes how existing home pages can be modified?

<p>They can be edited and saved for different user profiles. (C)</p> Signup and view all the answers

For which aspect is the 'Sales app' associated with the record page?

<p>Default record page (C)</p> Signup and view all the answers

What is a key feature of Lightning pages regarding form factors?

<p>Each Lightning page template indicates supported form factors. (D)</p> Signup and view all the answers

Which feature allows for managing multiple records in the Service Console?

<p>Navigation Bar (D)</p> Signup and view all the answers

Which of the following is NOT a category of Service Console components?

<p>Communication (D)</p> Signup and view all the answers

What does the Utility Bar in the Service Console provide access to?

<p>Macros, Softphone, and Chat (C)</p> Signup and view all the answers

What component provides a stream of updates on case-related activities?

<p>Case Feed (B)</p> Signup and view all the answers

Which component is specifically designed to enhance repetitive task efficiency?

<p>Convenience features (A)</p> Signup and view all the answers

Which tool would an agent utilize to make and receive calls?

<p>Softphone (C)</p> Signup and view all the answers

Which of the following enables communication through live chat?

<p>Chat (D)</p> Signup and view all the answers

What is a function of the Service Console workspace?

<p>Allows access to all tools for resolving cases (B)</p> Signup and view all the answers

Which component category is described as having specialized functions to streamline support?

<p>Usability (A)</p> Signup and view all the answers

What is the function of the Analyze button in the Lightning Page Analysis Tool?

<p>To assess page performance and display results. (A)</p> Signup and view all the answers

What component type is provided by Salesforce and known as a standard component?

<p>Rich Text component (C)</p> Signup and view all the answers

When should components be moved to non-default tabs or accordions?

<p>To improve overall page performance. (D)</p> Signup and view all the answers

What happens when a custom Lightning component is added to a Lightning Record Page?

<p>The analysis tool may offer suggestions for optimization. (C)</p> Signup and view all the answers

What is a key limitation regarding the size of Lightning components once added to a page?

<p>They cannot be resized after being placed. (C)</p> Signup and view all the answers

What must be activated in order for the Survey component to be visible?

<p>Surveys in 'Survey Settings' in Setup (C)</p> Signup and view all the answers

Which option best describes a Lightning component?

<p>A reusable, configurable, and compact page element. (B)</p> Signup and view all the answers

Which feature allows the Lightning components to be utilized in a wider range of applications?

<p>Support for auto-launch in subtabed console apps (B)</p> Signup and view all the answers

What is a possible recommendation given by the Lightning Page Analysis Tool for improving page performance?

<p>Use non-default tab placements for slow-loading components. (A)</p> Signup and view all the answers

What is one of the primary functions of the Lightning page analysis tool?

<p>To calculate performance for Lightning Record Pages. (C)</p> Signup and view all the answers

Flashcards

Home Page

A default page that can be customized and assigned to specific profiles, serving as the starting point for users within an app.

Page Template

Selecting a pre-built page layout as a basis for customization.

Clone the Default Page

Copying the Salesforce default page to create a customized version.

Activate Page

Making a home page accessible to users by activating it within Salesforce.

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Set Home Page as Org Default

Setting a home page as the standard starting point for all users within the Organization.

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Assign Home Page to Profiles

Specifying which user groups can access a particular home page.

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Object Record Lightning Page

Customizable layout elements designed for specific object records, allowing for dynamic and user-friendly interactions.

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Split View

A feature in the Lightning Service Console that allows agents to quickly switch between different views, such as the Case List View and the record they are working on.

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Path

A graphical representation of different stages within a process, such as the lifecycle of a lead or the progression of an opportunity in sales.

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Keyboard Shortcuts

Customizable shortcuts that can be assigned to specific actions in Salesforce to increase efficiency.

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Utility Bar

An area in the Lightning Service Console that provides access to commonly used tools such as recent items.

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Salesforce Chat Integration

A feature that allows agents to communicate with customers in real-time directly from the Lightning Service Console.

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Tabs Component

A Salesforce feature that allows users to create, delete, and reorder tabs on record pages.

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Survey Component

A component that can be used to capture information from users while updating a record.

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Lightning App Builder

A Salesforce tool that allows users to customize the layout and functionality of record pages.

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Record Page

A set of components that define the visual layout and functionality of a record page.

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Org Default Record Page

A specific type of record page that can be assigned as the default view for an entire org.

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App Default Record Page

A specific type of record page that can be assigned as the default view for a specific app.

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Custom Default Record Page

A specific type of record page that can be assigned as the default view for a specific combination of apps, record types, and profiles.

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Related Lists

A common feature in record pages that allows users to view a list of related records.

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Recent Items

A section on a record page that allows users to view a list of recent activities.

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Softphone (Service Console)

A feature in Salesforce that allows agents to make and receive calls directly within the Service Console.

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Case Feed (Service Console)

A stream of updates on activities related to a specific case, such as comments, notes, and attachments.

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Chat (Service Console)

Used to initiate and manage live chat conversations with customers, providing real-time support.

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Macro Utility Component (Sales Console)

A component that allows agents to create and run predefined sets of actions to automate tasks.

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Macro Builder (Sales Console)

A tool within the Sales Console where you can design and customize macros.

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Lightning Console App (Sales Console)

A type of Salesforce application where macros are created and executed.

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Utility Bar/Footer (Service Console)

A section in the Service Console containing navigation tools, task management, and access to other features.

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Case Information (Service Console)

The main section of the Service Console where agents can view and update details of a case.

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Navigation (Service Console)

A structured approach to efficiently manage and access multiple records within the Service Console.

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Workspace (Service Console)

A dedicated space within the Service Console where agents have access to all the necessary information and tools to resolve cases.

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Lightning Component

A reusable, configurable, compact element that can be dragged and dropped onto a Lightning page using the Lightning App Builder.

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Component Properties

Specific settings that control a component's behavior and appearance. They can be customized when adding the component to a page.

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Screens in a Flow

Lightning components can be used to build screens in a flow. These screens can then be used in a Lightning Console app, launching in a subtab.

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Survey Component Visibility

The Survey component is not visible unless Surveys are activated in the 'Survey Settings' in Setup. These components can also be made visible to external users through Experience Cloud sites.

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Component Size

Once a component is added to a page, its position can be adjusted or it can be deleted, but its size cannot be changed.

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Standard Components

Components provided by Salesforce, ready to use on your Lightning pages.

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Custom Components

Components created by developers to offer unique functionality and features to your Lightning pages.

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Lightning Page Analysis Tool

This tool analyzes a Lightning Record Page to determine its performance and suggests ways to improve its loading speed.

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Custom Lightning Component Analysis

When a custom Lightning component is added to a Lightning Record Page, the analysis tool might provide insights and recommendations to enhance page performance.

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Lightning Component Performance Recommendations

The analysis tool provides recommendations for custom components, aiming to improve their performance and efficiency. For example, it may suggest moving time-consuming components to non-default tabs or accordions.

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Study Notes

Salesforce Customization and Personalization

  • Declarative design helps optimize user flow based on scenarios
  • Users can personalize Lightning Experience Navigation Bar
  • Options for customizing App Launcher and App Menu are available
  • Exploring Lightning App Builder user interface is possible
  • Responsive design for Lightning pages is supported
  • Lightning Components customize Lightning pages
  • Exploring the various types of Lightning pages is covered
  • Overview of Salesforce Sales and Service Consoles is provided
  • Path in Salesforce guides users through complex process
  • Salesforce Lightning Experience customization and personalization are key
  • Personalization of Navigation Bar to enhance user access to essential functions

Global Salesforce Configuration Features

  • Lightning Pages are customizable layouts for mobile and Lightning Experience
  • Lightning Components are reusable, configurable elements
  • Kanban visual tool for tracking Opportunities in various stages
  • Sales and Service Consoles consolidate related records in a single dashboard
  • Sales and Service Consoles enhance productivity and user experience
  • Path provides visual guidance through key stages of processes
  • Navigation Bar is a horizontal bar for quick access, such as object tabs
  • Lightning App Builder is a point-and-click tool for customized pages, without code
  • Customization options include navigation bar color and logo
  • Navigation items can be selected, ordered, and rearranged
  • Utility bar can be added for quick access
  • Can be assigned to user profiles

Customize Navigation Bar

  • Customization allows apps to fit user needs in setup
  • Options include color and logo for navigation bars
  • Items, visibility, and utility bar configuration are possible

Utility Bar

  • Provides productivity tools such as Notes, History, Calculator, and Omnichannel.
  • Items are placed in the utility bar for easy access
  • Placement (left or right bottom) of the utility bar is configurable

Lightning App Builder

  • Used to create responsive lightning apps and custom pages.
  • Includes different use cases like single-page apps, custom record pages.
  • Also for customizing content in Outlook via email application panes.
  • Lightning pages are composed of regions with lightning components
  • Templates of pages determine the regions on the page

Lightning Pages (Home, App, Record)

  • Home pages provide quick access to important objects and items
  • App pages act as homepages for third-party apps, directly accessible through navigation menus
  • Record pages allow custom versions of object records for user needs.

Custom Component Labels

  • Custom labels are localizable
  • Uses a specific expression to display labels in chosen languages

Default Home Page

  • Customizable, users can set the default home page in setup

Record Page Creation

  • Customized object record Lightning pages created using Lightning App Builder
  • Lightning apps can be customized and assigned specific attributes
  • Templates, form factors are available to create pages
  • Component visibility and settings for pages can be configured.

Tab component

  • Allows users to create, delete, and order tabs and groups on record pages

Tabs Component

  • Used to set up tabs for pages

Survey Component

  • Enables specific information capture while the record is updating

Record Page as Default

  • Record pages can be set as default for the org, specific apps, or combinations of apps, record types, and profiles

Account Record Page

  • Example for making account record pages default for the Sales application

Lightning Page Analysis Tool

  • Analyzes page performance and displays results.

Lightning Component

  • Reusable, configurable, and compact elements for creating lightning pages
  • Drag and droppable elements into a page
  • Used to build screens in a flow for Lightning Console apps.
  • Supports auto-launching into subtabs.
  • Specific properties configurable for each component

Component Types

  • Standard Lightning Components are provided by Salesforce
  • Custom components are created by developers
  • Third-party components are downloadable from AppExchange

Responsive Framework

  • A responsive framework adapts applications to different screen sizes

Lightning Applications

  • A collection of components serving a particular function
  • Advantages over Visualforce pages include single-page apps, stateless servers, and stateful clients

Kanban Overview

  • Visually displays Opportunities across different sales stages, purpose for sales deals
  • Key fields and guidance are included for understanding stages and next steps
  • Stages help to trace progress and forecasting aspects

Opportunity Stages

  • Each stage has a corresponding probability percentage, allowing to calculate estimated revenue

Opportunity Sales Path

  • Provides a customer-tailored, step-by-step instructions guide for each opportunity stage

Salesforce Console Overview

  • Purpose: custom app for users to work with multiple records in a single dashboard interface
  • Key features: customizable, pinned lists

Interaction log

  • Allows users to log notes about the selected record or primary tab's record

Highlights Panel

  • Standard and Dynamic options, display up to 7 or 12 fields, respectively
  • Supports conditional visibility and formatting, dynamically adapting to screen size

Macros

  • Automate repetitive tasks
  • Available in the Utility bar of the Lightning Sales Console

Macros in Salesforce

  • Purpose: automate tasks on standard and custom object records.
  • Access: available in the utility bar of the Lightning Sales Console
  • Usage: works on objects that allow quick actions

Service Console Categories

  • Usability, interaction, and convenience.
  • Organized features to manage support tasks, providing better organization

Agent Workspace

  • Optimized for faster navigation and productivity
  • Record page layouts, customizable
  • Split view for simultaneously viewing multiple records

Split View and Feed & Details

  • Features help agents work across multiple records and make updates.

Lightning Pages

  • Allows creation of custom record pages
  • Provides tailored workspaces for managing cases depending on business needs

Utilities

  • Utility bar with tools
  • Various tools including Macros, Softphone, and Chat.

Case Information

  • Information is accessible via the Case Feed and Details Section, Related Lists, and other components

Key Information

  • Always accessible information for quick reference
  • Important information and related records are within reach

Salesforce Chat Integration

  • Seamless communication between the agents and customers

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Declarative Design for Optimized Salesforce User Flow PDF

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