Salesforce Objects & User Experience PDF

Declarative DesignGiven a scenario, describe how core Salesforce objects function, how that can affect the user experience, and when to use and customize them. ============================================================================================================================================...

Declarative DesignGiven a scenario, describe how core Salesforce objects function, how that can affect the user experience, and when to use and customize them. =============================================================================================================================================================== **Human-Centered Design** **Explain the Importance of Inclusive Design** After studying this topic, you should be able to: After studying this topic, you should be able to: - Understand standard Salesforce objects such as Accounts, Contacts, Leads, Opportunities, and Cases. - Identify primary functions and relationships between standard objects. - Explore how standard objects help manage customer relationships, sales processes, and customer service interactions. - Describe when customization is needed to address specific business requirements. Introduction Salesforce UX design focuses on creating an intuitive and efficient user interface within the Salesforce platform. Understanding standard objects, their functions, and relationshipshelps designers align the interface with users\' expectations. Standard objects impact the user experience by enhancing productivity, data visibility, and collaboration. Customizations, such as custom fields, tailor core objects to specific requirements. By leveraging these techniques, designers create a personalized and user-centric experience. **Core Salesforce Objects** **Contact** - A Contact in Salesforce represents an individual associated with an Account. **Case** - The Case object is used to store customers' questions, feedback, or issues. **Opportunity** - Opportunities are used to store information about sales deals and track their progress. **Account** - Accounts can be created in Salesforce to store information about companies and individuals. **Lead** - A Lead is a prospect that can be converted into an Account, Contact, and Opportunity. **Salesforce Data Concepts** **Standard Objects** - Standard objects, such as **Account**, **Contact**, **Case**, and **Opportunity**, are provided by Salesforce to manage core business data. **Custom Objects** - Custom objects can be created to store information specific to a company's requirements, such as properties or other specialized data. **Relationships** - Different relationship types, such as **Lookup** and **Master-Detail**, can be used to set up the data model and define how objects interact with each other. **Schema Builder** - **Schema Builder** allows users to view and configure the data model quickly and efficiently in a visual format. **Data Modeling** - A data model can be created using: - **Standard Objects** - **Custom Objects** - **Relationships** - **Schema Builder** can be used to view and set up the data model effectively. **Standard and Custom Objects Overview** **Standard Objects** - **Definition**: Included out of the box in every Salesforce organization. - **Examples**: Campaigns, Leads, Accounts, Contacts, Opportunities, and Cases. - **Key Features**: - Contains standard fields by default. - Custom fields can be added as needed. - Can be renamed (e.g., Accounts can be renamed to 'Customers'). - Can be hidden from users. - **Limitations**: Cannot be deleted. **Custom Objects** - **Definition**: Created by the administrator to meet specific business use cases. - **Examples**: Job Candidate, Application, and Position. - **Key Features**: - Contains standard fields by default. - Custom fields can be added to meet specific requirements. - Provides flexibility for tailoring Salesforce to an organization\'s needs. **Salesforce Data Concepts** **Relationships** - Two objects can be linked to each other using a **relationship field**. - The type of relationship depends on factors such as: - **Object Type**: Standard or Custom - **Security**: Access permissions and sharing rules - **Deletion**: Impact of parent or child object deletion **Business Objects** - Business objects are provided by Salesforce and do not require custom objects for basic functionality. - **Examples**: - Account - Contact - Opportunity - Case - **Custom Fields**: - Can be created on both standard and custom objects to store additional data. **Custom Objects** - Custom objects are used to store information specific to a company or organization. - **Examples**: - Properties - Employees - **Custom Fields**: - Enable additional functionality and data storage tailored to specific requirements. **Relationship Types** Relationships are used in Salesforce when there is a need to **relate records in one object with a different object**. Relationships can be created: **Between standard objects and custom objects** - **Account** (Standard Object)\ ↳ **Account Performance** (Custom Object) **Between two standard objects** - **Accounts** (Standard Object)\ ↳ **Opportunities** (Standard Object) **Between two custom objects** - **Expense** (Custom Object)\ ↳ **Expense Item** (Custom Object) **Relationship Types** Salesforce supports the following types of relationships between objects: **1. Lookup Relationship** - Creates a relationship that links this object to another object. - The relationship field allows users to click on a lookup icon to select a value from a popup list. - The other object is the source of the values in the list. **2. Master-Detail Relationship** - Creates a special type of parent-child relationship between this object (the child, or \"detail\") and another object (the parent, or \"master\") where: - The relationship field is required on all detail records. - The ownership and sharing of a detail record are determined by the master record. - When a user deletes the master record, all detail records are deleted. - You can create rollup summary fields on the master record to summarize the detail records. - The relationship field allows users to click on a lookup icon to select a value from a popup list. - The master object is the source of the values in the list. **Object Relationships in the User Interface** - **Related records** from a **Lookup** or **Master-Detail relationship** are displayed through **related lists** on the page layout. - **Related Lists**: - Appear on the parent record\'s page layout. - Display **related child records**. For example: - The **Resources** section shows related records like \"Dark Lord,\" \"Admiral,\" etc., with their quantities. - Similarly, the **Supplies** section lists child records like \"Light bulbs\" and \"Toilet Paper\" along with their details (e.g., quantity, unit cost). A screenshot of a web page Description automatically generated Object Relationships in the User Interface A field on the child record links to the parent record:  **Lookup Relationships**\ Lookup relationships link objects together so users can see related items from one object to another. **Special Relationships**\ Lookups can have special relationships, including: - **External (Parent External Object)** - **Indirect (Child External Object)** - **Hierarchical (User Object Only)** **Self Relationship**\ A self-relationship can be created with a lookup to the same object; for example, an Account with a lookup to another Account field. **Sharing and Security**\ Lookup relationships do not inherit the sharing and security settings from another object, unlike master-detail relationships. **Lookup Relationship Example**\ A lookup relationship allows objects to be loosely related and enables independent record ownership. For example, an **Opportunity** object may have a lookup to the **Account** object. In this case, each Opportunity can be associated with an Account, but the Opportunity record can still be owned independently, without affecting the ownership of the related Account. This provides flexibility in managing records and relationships between objects. A screenshot of a computer Description automatically generated **Master-Detail Relationship**\ Master-detail relationships allow one object to be related to another in a one-to-many relationship, similar to a lookup relationship. **Parent Requirement**\ All child objects (the object with the lookup) must have a parent (the record the user is looking up). **Relationship Example**\ For example, if there are **Expense Report** and **Expense Line Item** objects, the expense line items only exist when there is an expense report to link them to. **Deletion Consideration**\ If a master record is deleted, all of the detail records are deleted as well, unless the **Allow Reparenting** setting is enabled. This allows detail records to be associated with another master record when the original master record is deleted. **Sharing and Security**\ The child object (the one with the lookup) inherits the sharing and security settings of the parent object and has no settings of its own. **Standard Objects**\ Standard objects must be on the master side of the relationship when associated with a custom object. **Custom Objects**\ Master-detail relationships can be between any custom objects. Master-detail relationships allow one object to be related to another in a one-to-many relationship, similar to a lookup relationship. **Many-to-Many Relationships**\ Many-to-many relationships allow two objects to be related to each other when a record from one object can be linked to multiple records from another object and vice versa. **Example Relationship**\ For example, if there is a **Position** object and a **Candidate** object, one position can be related to multiple candidates, and a candidate can be related to multiple positions. **Junction Object**\ Many-to-many relationships are implemented via the use of a **junction object**. A junction object sits between the other two objects and has a master-detail relationship with both, allowing records from each object to be associated with multiple records from the other. **Many-to-Many Relationship Example**\ The **Hospital** and **Healthcare Provider** objects have a many-to-many relationship via the **Hospital Healthcare Provider Association** junction object. In this scenario: - One **Hospital** can be associated with multiple **Healthcare Providers**. - A **Healthcare Provider** can be associated with multiple **Hospitals**. The **Hospital Healthcare Provider Association** junction object links the two, having master-detail relationships with both the **Hospital** and **Healthcare Provider** objects, allowing for a many-to-many relationship between them.  **Example of Object Relationships**\ The diagram below shows a combination of master-detail, lookup, and many-to-many relationships using the **Position**, **Candidate**, and **Application** objects: - **Master-Detail Relationship**: - The **Application** object is related to the **Candidate** object through a master-detail relationship, meaning that the application record depends on the candidate record. - **Lookup Relationship**: - The **Position** object is related to the **Application** object via a lookup relationship, allowing for flexibility in linking positions to applications without dependency. - **Many-to-Many Relationship**: - The **Candidate** and **Position** objects are related through a many-to-many relationship, facilitated by a junction object (e.g., **Candidate Position Association**), which allows each position to be associated with multiple candidates and vice versa. This combination of relationships enables a flexible, dynamic structure to handle different use cases in the system. A screenshot of a computer Description automatically generated **Example of Object Relationships** The different relationships from the example data model are discussed below: **Many-to-Many Relationship**\ The many-to-many relationship between **Position** and **Candidate** is implemented via the **Application** junction object. This allows one position to be associated with multiple candidates, and each candidate can be linked to multiple positions through the application records. **Master-Detail Relationships**\ The **Application** object has two master-detail relationships: - One with **Position** - One with **Candidate** These master-detail relationships mean that **Application** records are dependent on both the **Position** and **Candidate** records. Deleting a position or candidate will also delete any associated application records. **Lookup Relationship**\ A **lookup relationship** is implemented between the **Application** and **Interview** objects. This allows each application to be associated with an interview, but the interview record does not depend on the application record (i.e., they are independent). Core Salesforce Objects -----------------------  The image depicts a **Salesforce Data Model** that explains relationships among standard objects like **Lead, Account, Contact, Opportunity, Opportunity Product, and Case**. Here's the breakdown: 1. **Lead**: - Out-of-the-box, the **Lead object** does not have direct relationships with other objects. - A Lead can be converted into **Account**, **Contact**, or **Opportunity**. 2. **Account**: - Accounts are central to this model and have **lookup relationships** with: - **Contact** - **Opportunity** - **Case** 3. **Contact**: - Contacts have **lookup relationships** with: - **Opportunity** - **Case** 4. **Opportunity**: - Opportunities have **lookup relationships** with: - **Opportunity Product** - **Case** 5. **Case**: - Cases have multiple **lookup relationships** with: - **Contact** - **Opportunity** - **Account** 6. **Opportunity Product**: - This object is associated directly with **Opportunity** through a lookup relationship. The diagram illustrates how these objects interact, emphasizing Salesforce\'s flexibility in connecting records for business workflows. Let me know if you need further clarification or help! A diagram of a company\'s account Description automatically generatedThis diagram illustrates **Standard Account Relationships** in Salesforce, emphasizing that **Account** is the **parent object** for **Contact**, **Opportunity**, and **Case**. Here\'s the breakdown: 1. **Account (Parent Object)**: - Serves as the main object in this relationship model. 2. **Contact**: - Has a **lookup relationship** with the Account. - Acts as a **child object** of the Account. 3. **Opportunity**: - Has a **lookup relationship** with the Account. - It is another **child object** of the Account. 4. **Case**: - Also has a **lookup relationship** with the Account. - Functions as a **child object** of the Account. This hierarchical structure is foundational in Salesforce, ensuring that records like Contacts, Opportunities, and Cases are associated with the correct Account. Let me know if you need more details or further explanation! **Core Salesforce Objects** **OBJECT** **DESCRIPTION** --------------------- ------------------------------------------------------------------------------------------------- **Account** Accounts can be created in Salesforce to store information about companies and individuals. **Contact** A contact in Salesforce represents an individual associated with an Account. **Lead** A lead is a prospect that is to be converted into an account, contact, and opportunity. **Campaign** The campaign object is used to store information about a marketing effort, such as a seminar. **Campaign Member** Campaign members are individual contacts, leads or person accounts that are added to campaigns. Salesforce offers various standard objects for storing CRM data. **Core Salesforce Objects** **OBJECT** **DESCRIPTION** ----------------- ---------------------------------------------------------------------------------------------------------- **Opportunity** Opportunities are used to store information about sales deals and track their progress. **Product** Products are created in Salesforce to track the products and services that are sold by a company. **Price Book** Price Books are used to track the prices of products and services that are sold by a company. **Quote** Quotes are created to show products, discounts, and quantities of products and/or services to customers. **Order** Orders are used to track customers' requests for products and services. **Core Salesforce Objects** **OBJECT** **DESCRIPTION** ---------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------- **Asset** Assets are specific products that customers have purchased in the past. Asset records can be created to store information about the customers' products. **Contract** A contract is a written agreement between a company and a customer. It defines the terms of doing business with the customer. **Case** Cases can be created to track issues faced by customers. Web-to-Case or Email-to-Case can be used to create cases from customer-logged issues. **Work Order** A work order is used to track the work to be performed for a particular customer. **Core Salesforce Objects** **OBJECT** **DESCRIPTION** -------------------------- --------------------------------------------------------------------------------------------------------------------------------------------------------------- **Work Order Line Item** Work order line items are added to a work order. They are subtasks or steps that must be performed to complete the work order. **Task** Tasks represent actions that users need to perform, such as calling a customer, sending an email, or sending a quote. **Event** Events are created to track meetings with customers, prospects, or colleagues. **User** A user record is created to uniquely identify a Salesforce user with a name, unique username, email address, user license, profile, role, and other settings. **Core Salesforce Objects** **DESCRIPTION**\ Salesforce began as a **Salesforce Automation** application with objects such as **Lead**, **Account**, and **Contact**. To support **Opportunity Management**, objects added include: - **Opportunity** - **Quote** - **Product** - **Price Book** - **Forecast** Supporting objects include the **Activity** objects: - **Task** - **Event** For **customer support and case management**, additional objects added include: - **Case** For **marketing administration**, the following objects are used: - **Campaign** - **Campaign Member** To track **post-sale activities** and integrate with **Enterprise Resource Planning (ERP)** systems, these objects are used: - **Contract** - **Asset** - **Order** - **Order Product** For **field service**, recently added objects include: - **Work Order** - **Work Order Line Item** The image categorizes **Salesforce Objects by Functionality** into different areas of CRM processes. Here\'s the breakdown: **Lead Management** - **Lead** **Campaign Management** - **Campaign** - **Campaign Member** **Account Management** - **Account** - **Contact** **Activity Management** - **Task** - **Event** **Opportunity Management** - **Opportunity** - **Quote** - **Product** - **Price Book** **Order Management** - **Order** - **Asset** - **Contract** **Case Management** - **Case** - **Work Order** - **Work Order Line Item (WO Line Item)** **Account** An **Account** in Salesforce represents a type of organization that a company interacts with or relates to. Examples include: - **Customers** (both businesses and individuals) - **Partners** (e.g., resellers or suppliers) - **Competitors** **Capabilities** **CAPABILITY** **DESCRIPTION** ------------------------------------------- ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **Business Accounts and Person Accounts** Business Accounts can be created for **B2B** needs, while Person Accounts can be created for **individual customers**. Person Accounts combine certain Account and Contact fields into a single record. Person Accounts must be enabled by the **Salesforce Admin**, and once enabled, they cannot be disabled. **Social Accounts** Social Accounts allow linking Accounts to **social network profiles** and viewing related activity or feeds. **Social Accounts** **NOTE**: Access to **Twitter** in Social Accounts, Contacts, and Leads is planned for **retirement in Winter '24** and will no longer be accessible after that. The table outlines key **Account capabilities** in Salesforce along with their descriptions: **Account Capabilities** **CAPABILITY** **DESCRIPTION** ----------------------- ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ **Merging Accounts** Business Accounts can be merged with other Business Accounts, but **not with Person Accounts**. Similarly, Person Accounts can be merged with other Person Accounts, but **not with Business Accounts**. **Account Hierarchy** An Account Hierarchy allows storing **parent-child relationships** between companies. It displays up to **500 child accounts** in Salesforce Classic and up to **2,000 accounts** in Lightning Experience. **Account Lifecycle** The Account Lifecycle can be managed using the **Path feature** in Lightning Experience. **Account** **CAPABILITY** **DESCRIPTION** ----------------------- --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **Account Teams** An **Account Team** can be created to allow a team of users who work together on an account to easily collaborate and track progress. It is possible to specify the team members' roles and levels of access to accounts, contacts, opportunities, and cases. **Opportunity Teams** **Account Team Members** can be added to **Opportunity Teams** in one click in Lightning Experience and the Salesforce mobile app. **Contact Roles** **Contact Roles** can be used to specify the part that each contact plays in an account. **Person Accounts** Person Accounts can be created in Salesforce to store information about **individual customers**. **FEATURE** **DESCRIPTION** ------------------------------ --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **Purpose** Creating a Person Account is similar to creating a Contact, except the Person Account is used for **individual customers** and stored as both an **Account** and a **Contact**. **Difference from Contacts** Regular Contacts are used for people who work at a business, while Person Accounts are tailored for individual customers without a business affiliation. **Account Hierarchy** An **Account Hierarchy** can be established to relate accounts to one another. **FEATURE** **DESCRIPTION** ------------- ------------------------------------------------------------------------------------------------------------------------------- **Purpose** The **Account Hierarchy page** shows all the Accounts related to one another, starting with the **top-level Parent Account**. **Account Teams** **FEATURE** **DESCRIPTION** ------------------- ------------------------------------------------------------------------------------------------------------------ **Purpose** An **Account Team** allows a group of users to collaborate and work together on a particular **Account record**. **Functionality** An Account Team can be set up to enable users to access and contribute to an Account efficiently. **Account Teams** **FEATURE** **DESCRIPTION** ------------------- ------------------------------------------------------------------------------------------------------------------ **Purpose** An **Account Team** allows a group of users to collaborate and work together on a particular **Account record**. **Functionality** An Account Team can be set up to enable users to access and contribute to an Account efficiently. **Opportunity Teams** **FEATURE** **DESCRIPTION** ------------------------------ ------------------------------------------------------------------------------------------------------------------------ **Account Team Integration** In **Lightning Experience**, an **Account Team** can be added to an **Opportunity Team** directly with a single click. **Contact** Contact records are created to store information about individuals associated with Accounts. Various capabilities are available for the **Contact** object in Salesforce: **CAPABILITY** **DESCRIPTION** ----------------------------------- --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **Contact Creation** A Contact can be created from an **Account's detail page** or the **Contacts tab**. Contacts can also be imported from a mobile device using the Salesforce mobile app. A Contact that is not associated with an Account is considered a **private contact**. **Contacts to Multiple Accounts** It is possible to relate a Contact to **multiple Accounts** using the **Related Accounts** related list on the Contact's detail page. This feature must be set up by the **administrator** to use. **Contact** **CAPABILITY** **DESCRIPTION** --------------------------------- ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **Social Contacts** Social network profiles can be linked with Contact records in Salesforce. **Mass Email** An email can be sent to a group of Contacts simultaneously. Their responses can be tracked in Salesforce. **Org Chart/Contact Hierarchy** The Contacts on an Account can be displayed in an **Org Chart/Hierarchy**. The **Reports To** field on a Contact Detail page can be used to specify a Contact's manager, forming the Org Chart. **Merging Contacts** Contacts can be merged from the Contacts related list of an Account. Up to **three Contacts** can be merged, with one Contact selected as the **master record**. **Contact** **CAPABILITY** **DESCRIPTION** ----------------------- -------------------------------------------------------------------------------------------------------------------------------------------- **Contact Hierarchy** A **Contact Hierarchy** can be set up in **Lightning Experience** to display the Contacts on an Account in a hierarchical structure. **Contact Roles** **Contact Roles** can be set up to specify the part that each Contact plays in an **Account**, **Case**, **Contract**, or **Opportunity**. **Contacts to Multiple Accounts** **FEATURE** **DESCRIPTION** ----------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **Contacts to Multiple Accounts** The **Contacts to Multiple Accounts** feature allows a Contact to be related to multiple Account records in Salesforce. A relationship can be added for each Account using the **Related Accounts** related list on the Contact detail page. **Contact Hierarchy** **FEATURE** **DESCRIPTION** ----------------------- ------------------------------------------------------------------------------------------------------------------------- **Contact Hierarchy** A **Contact Hierarchy** can be defined for the Contacts related to an Account and accessed in **Lightning Experience**. **Contact Roles** **FEATURE** **DESCRIPTION** ------------------- ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ **Contact Roles** **Contact Roles** can be used to specify the part that each Contact plays in an **Account**, **Case**, **Contract**, or **Opportunity**. A Contact's role can be specified using the **Contact Roles related list** on an Opportunity's detail page. **Lead** The **Lead** object in Salesforce supports various features for generating, assigning, tracking, and converting Leads. **CAPABILITY** **DESCRIPTION** ------------------------- -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **Lead Process** A **Lead business process** can be created by defining or customizing status values or stages for Leads. A custom **page layout** and **record type** can be created and assigned to the Lead process. **Web-to-Lead** **Web-to-Lead** can be set up to generate HTML code that can be embedded into a company's website to create Leads directly in Salesforce. **Auto-Response Rules** **Auto-Response Rules** can be configured to send automatic email responses to Lead submissions captured through a Web-to-Lead form, based on the record's attributes. **Lead** **CAPABILITY** **DESCRIPTION** ---------------------- -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **Assignment Rules** **Assignment Rules** can be created to automatically apply criteria to sort, queue, or act on Leads. **Queues** **Lead Queues** serve as holding locations for Leads that are not yet assigned an owner. They help prioritize, distribute, and assign Lead records to teams sharing workloads. **Lead Conversion** **Lead Conversion** allows optional conversion of a Lead to an **Opportunity**, with the option to create or select an existing **Account** and **Contact**. **Lead Lifecycle** The **Path feature** in Lightning Experience can be used to visually track and manage the progress of a Lead record through its lifecycle. **Lead** **CAPABILITY** **DESCRIPTION** ------------------ ------------------------------------------------------------------------ **Social Leads** Social network profiles can be linked with Lead records in Salesforce. **LinkedIn** Leads can be generated directly from LinkedIn. **Opportunity** Opportunities are used to track **sales deals** in Salesforce. Various options are available for customizing the Opportunity object. **CAPABILITY** **DESCRIPTION** --------------------------- --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **Sales Deals** Opportunity records can be used to track details about **sales deals**, including which **Accounts** they're for, who the key players are, and the sales with the greatest potential. **Sales Processes** Different **sales processes** can be created to include some or all of the **picklist values** available for the Opportunity Stage field. A sales process can be associated with a **record type**, and a **page layout** can be assigned to the record type. **Opportunity Lifecycle** The **Path feature** in Lightning Experience can be used to help monitor and manage the stages of an Opportunity. **Opportunity** **CAPABILITY** **DESCRIPTION** -------------------------- --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **Opportunity Products** **Products** can be added to an Opportunity using the **Products related list** to track what's being sold and in what quantity. A **pricebook** can be selected for the products from the same related list. **Quotes** **Quotes** can be created from an Opportunity. Any quote related to an Opportunity can be **synced** with the Opportunity, ensuring changes to line items in the quote are reflected in the Opportunity's products and vice versa. A **PDF document** based on the quote can also be generated and emailed to a customer. **Opportunity** **CAPABILITY** **DESCRIPTION** ---------------------------------- -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **Similar Opportunities** **Similar Opportunities** can be enabled and configured to help users find **Closed/Won Opportunities** that match the attributes of an Opportunity they're currently working on, providing insights to help close open deals. **Opportunity Update Reminders** Enabling **Opportunity Update Reminders** allows managers to send their direct reports **automated emails** containing a report on the team's **open opportunities**. **Opportunity** **CAPABILITY** **DESCRIPTION** ----------------- ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **Competitors** The **Competitors related list** on an Opportunity can be used to track competitors involved in a pending sale. A **picklist of competitors** can be defined, which users can attach to Opportunities. Competitor fields, such as **Competitor Name**, **Strengths**, and **Weaknesses**, can be used to track competition details. **Case** Cases are used to manage customer issues in Salesforce. Capabilities for capturing, tracking, and assigning Cases are available for the **Case** object. **CAPABILITY** **DESCRIPTION** --------------------------- ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **Track Customer Issues** Cases can be created to track customer issues. Support agents typically create a Case by locating the customer's **Account** and finding the associated **Contact** record in the Contacts related list. **Email-to-Case** **Email-to-Case** automatically converts customer emails into Cases. Two versions are available: **On-Demand Email-to-Case**, which uses Salesforce Apex email services, and **Email-to-Case**, which requires a downloadable agent installed locally. **Web-to-Case** **Web-to-Case** can be configured to collect customer support requests directly from the company's website, automatically creating new Cases. The setup includes enabling the feature, configuring settings, and embedding the Web-to-Case form on the website. **Assignment Rules** **Case assignment rules** can be created to specify conditions that determine how Cases are assigned. These rules can assign Cases to specific **users** or **queues** and add **predefined Case Teams**. **Case** **CAPABILITY** **DESCRIPTION** ------------------------- ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **Escalation Rules** **Escalation rules** automatically escalate Cases when they meet criteria defined in the rule entry. **Rule entries** define the conditions for escalation, while **escalation actions** specify what happens when a Case escalates. **Auto-Response Rules** **Auto-response rules** can be set up to send quick replies to customers, acknowledging that their inquiry has been received or providing details about their issue. These automatic email responses are sent based on the Case record\'s attributes. **Case Queues** **Case queues** allow Case records to be prioritized and assigned to teams that share workloads. Assignment rules can be configured so that Cases meeting specific criteria are automatically assigned to a queue. **Case Teams** **Case Teams** can be created to help groups of people work together to resolve Cases. **Team roles** must be defined before setting up Case Teams. Lead Conversion **Converting Leads** Once a **Lead** has been qualified, it can be converted into a **Contact**, **Account**, and **Opportunity**. **FEATURE** **DESCRIPTION** ---------------------- ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ **Convert Button** The **'Convert'** button on the Lead record page can be used to initiate the conversion process. **Contact Creation** During conversion, a **Contact** is created from the Lead. If a similar Contact already exists, users will have the option to select the existing Contact instead of creating a new one. **Converting Leads** **FEATURE** **DESCRIPTION** ----------------- -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **Account** The Contact will be created and associated with a **newly created Account** based on the Lead's company. If a similar Account exists, users can select the existing Account instead. **Opportunity** An **Opportunity** can be created along with the Contact and Account. A checkbox can be ticked to skip creating a new Opportunity if it is not needed. **Task** Optionally, a **follow-up Task** can be created during Lead conversion. The **Subject field** is required only if a Task is to be created. **Lead Conversion** **FEATURE** **DESCRIPTION** -------------------------- --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **Conversion** A **Lead** can be converted into an **Account**, **Contact**, and optionally an **Opportunity**. **Information Transfer** Information from the Lead is copied into the corresponding **Account** and **Contact** fields during the conversion process. **Custom Field Mapping** **Custom fields** on the **Account**, **Contact**, and **Opportunity** can be mapped to custom fields on the Lead, ensuring a seamless transfer of additional data during conversion. **Convert Button** **FEATURE** **DESCRIPTION** -------------------- ------------------------------------------------------------------------------------------------------------------------ **Convert Button** A qualified **Lead record** can be converted by clicking the **Convert** button located in the record actions section. **Convert Lead in Lightning Experience** **FEATURE** **DESCRIPTION** ------------------------ ----------------------------------------------------------------------------------------------------------------------------------------------- **Prompt for Options** During Lead conversion, users are prompted to either **create new** or **choose existing** **Accounts**, **Contacts**, and **Opportunities**. **Benefits** This feature promotes **data integrity**, simplifies **data maintenance**, and helps **prevent duplicates** in Salesforce. **Standard Objects and Their Impact on User Experience** Standard objects significantly impact the user experience within the Salesforce platform by providing essential features and usability benefits. **ASPECT** **DESCRIPTION** -------------------------------- ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ **Familiarity** Standard objects are commonly used and well-known to Salesforce users. Their presence provides a sense of **familiarity** and **consistency**, enabling efficient navigation and interaction with the system. **Functionality** Standard objects come with **pre-built functionality** tailored to specific business processes. They include **standard fields**, **record layouts**, and **related lists** to capture and manage critical data. **Cross-Object Relationships** Standard objects have predefined relationships with other standard objects, enabling users to navigate between related records and view associated information, enhancing the overall user experience. **Standard Objects and Their Impact on User Experience** Standard objects play a critical role in enhancing user experience on the Salesforce platform through various features and functionalities. **ASPECT** **DESCRIPTION** ----------------------------- ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ **Reporting and Analytics** Standard objects store critical data that can be used to generate **reports** and **dashboards**. Users can analyze and visualize this data to gain insights and make informed business decisions. **Scalability** Standard objects support **scalability** by accommodating organizational growth. They provide **flexibility** for customization, enabling businesses to adapt them to specific requirements and processes. **Collaboration** Standard objects enhance **collaboration** among users. Features like **Chatter** allow users to communicate, share information, and work together efficiently, improving overall productivity.