Whether you’re aiming for a role as a Salesforce Administrator, Consultant, or Business Analyst, a deep understanding of Sales Cloud is non-negotiable. It’s the core of most Salesforce implementations and the engine that drives revenue for countless businesses. This Salesforcehours guide have 35 scenario-based questions, broken down by topic, to ensure you’re prepared for whatever comes your way.

Let’s get started!

1. What is the difference between a Lead and a Contact? When should you use one over the other?

• Lead: A Lead is a raw, unqualified prospect. It’s someone who has shown interest (e.g., filled out a web form, visited a trade show booth), but you haven’t yet determined if they are a good fit for your business (i.e., they haven’t been qualified). The Lead object is a temporary container for this initial information.
  
• Contact: A Contact is a qualified individual who you have identified as a potential customer. Contacts are always associated with an Account.

Real-World Scenario : Imagine your company, “Innovate Inc.,” attends a marketing event. You collect 100 business cards. These 100 people are entered into Salesforce as Leads. Your sales development team then calls each lead.

• 70 leads are not interested or are not a good fit. They are marked as “Unqualified.”
• 30 leads are interested and work for companies that fit your ideal customer profile. When a sales rep qualifies a lead, they convert it. This process automatically creates an Account (the company), a Contact (the person), and optionally, an Opportunity (the potential deal).
  

2. A company’s website has a “Contact Us” form. How would you ensure these inquiries are automatically created as Leads in Salesforce?

The standard, out-of-the-box solution is Web-to-Lead.

1. Generate the Form: In Salesforce Setup, navigate to Web-to-Lead and generate the HTML form. You can select which Lead fields you want to include (e.g., First Name, Last Name, Email, Company, Custom Picklist for “Inquiry Type”).
2. Provide to Web Team: Give the generated HTML to your web development team. They will style it to match your website and embed it on the “Contact Us” page.
3. Set Up Automation: When a visitor submits the form, a Lead is automatically created in Salesforce. To manage these incoming leads, you should also configure:
   • Assignment Rules: To automatically assign the new lead to a specific user or queue based on criteria (e.g., if “Country” is “USA,” assign to the “US Sales Queue”).
   • Auto-Response Rules: To send an immediate confirmation email to the person who filled out the form.

If you want to know more on this : Salesforce Help: Set Up Web-to-Lead

3. Sales managers complain that leads are not being followed up on quickly enough. How can you use Salesforce to address this?

This is a process and automation question.

1. Lead Queues: Instead of assigning leads to individual users, create Lead Queues (e.g., “Inbound Leads – West,” “Trade Show Leads”). This allows a team of users to share the workload. Any available rep can take ownership of a lead from the queue.
2. Assignment Rules: Use Lead Assignment Rules to automatically route incoming leads to the correct queue or user based on criteria like territory, company size, or lead source. This eliminates manual triage.
3. Escalation Rules: This is the key to solving the “no follow-up” problem. Create Lead Escalation Rules. For example:
   • Rule Criteria: Lead Status = 'New'
   • Escalation Action: If a lead remains in “New” status for more than 4 hours, automatically send an email notification to the queue members and their manager. If it remains for 8 hours, reassign the lead to a “Tier 2” queue or directly to the sales manager.

4. What happens when you convert a Lead?

When a user clicks “Convert” on a qualified lead, Salesforce performs these actions:

1. Creates an Account: Using the “Company” name from the lead. Salesforce checks for existing accounts to prevent duplicates.
2. Creates a Contact: Using the person’s name from the lead and links it to the newly created Account.
3. Creates an Opportunity (Optional): The user can choose to create a new Opportunity to track the potential deal. The Opportunity name defaults to the company name.
4. De-activates the Lead: The original lead record is stamped with a “Converted” status and is no longer visible in standard lead reports (though it can still be accessed by admins).
5. Maps Fields: Any custom fields on the Lead object can be mapped to flow through to the custom fields on the Account, Contact, or Opportunity objects. This mapping is configured in Setup.

5. What is the difference between a Person Account and Business Account? When would you use Person Accounts?

• Business Accounts (Standard): This is the default model. An Account represents a company (B2B), and Contacts are the individuals who work at that company.
• Person Accounts: This model is used for businesses that sell directly to individuals (B2C). A Person Account combines the fields from both the Account and Contact objects into a single record. It looks and feels like a Contact but is technically an Account record with a specific record type.

When to Use Person Accounts:

You should enable Person Accounts if your business model is primarily B2C.

• Real-World Example: A bank, a healthcare provider, or an online retailer. A bank’s customer is an individual like “John Smith,” not “John Smith’s Company.” They need to track John’s personal address, phone number, and financial products on a single record. Using the standard model would force them to create a “John Smith” company (Account) and a “John Smith” person (Contact), which is redundant and confusing.

Important Consideration: Once Person Accounts are enabled, they cannot be disabled.

6. A sales rep leaves the company. How do you transfer ownership of all their Accounts, Contacts, and open Opportunities to a new rep?

The most efficient way is to use the Mass Transfer Records tool in Salesforce Setup.

1. Navigate to the Tool: Go to Setup -> Mass Transfer Records.
2. Select Object: Choose the object you want to transfer (e.g., “Transfer Accounts”).
3. Specify Criteria:
   • Transfer from: Select the user who left the company.
   • Transfer to: Select the new user.
   • Filter Criteria: You can add criteria, such as Billing Country = 'Canada', if you only want to transfer a subset of records.
   • Transfer Related Records: For Accounts, you have checkboxes to also transfer open opportunities, closed opportunities, open cases, etc. This is the most important step to ensure a complete handover.
4. Repeat for Other Objects: You would repeat this process for Contacts and Leads if they were not transferred along with the Accounts.

7. What is the purpose of the “Reports To” field on the Contact object?

This field is used to build a visual hierarchy of contacts within an organization.

Solution: Contact Role Hierarchy

When you populate the Reports To field on a Contact record (e.g., Jane Smith reports to John Doe), you are creating a parent-child relationship between those two contact records.

You can then view this structure by clicking the “View Organization Chart” button on any contact record in the hierarchy. This provides a visual map of the reporting structure at the client’s company, which is incredibly valuable for sales reps who need to identify key decision-makers and influencers.

8. How can you prevent duplicate Accounts from being created in Salesforce?

Duplicate data is a major problem.

1. Matching Rules: First, you define how Salesforce should identify a potential duplicate. You create a Matching Rule that specifies which fields to compare.
   • Example: A standard Account matching rule might be: (Account Name = Fuzzy) AND (Billing Street = Exact). This means if two accounts have very similar names and the exact same billing street, they are a potential match.
     
2. Duplicate Rules: Next, you create a Duplicate Rule to define what happens when a potential duplicate is identified based on the matching rule.
   • Action on Create/Edit: You can choose to Block the user from saving the record, or Allow the save but show an Alert that they are creating a potential duplicate. The “Allow and Alert” option is most common as it gives users the flexibility to override if they are sure it’s not a duplicate.

9. Explain the purpose of Opportunity Stages and their relationship with Sales Processes.

• Opportunity Stages: These are the key milestones in your sales cycle that represent the progression of a deal from start to finish (e.g., Prospecting, Qualification, Needs Analysis, Proposal, Negotiation, Closed Won, Closed Lost). Each stage has a Probability percentage associated with it.
  
• Sales Processes: A Sales Process allows you to create different sets of Opportunity Stages for different types of sales. You cannot assign stages directly to a user or profile; you must do it through a Sales Process, which is then linked to an Opportunity Record Type.

Real-World Scenario

A company sells both new software licenses and renewal contracts. These have very different sales cycles.

• New Business Sales Process: Stages might be: Prospecting -> Qualification -> Demo -> Proposal -> Negotiation -> Closed Won.
• Renewal Sales Process: Stages might be simpler: Renewal Pending -> Negotiation -> Closed Won.

You would create two separate Sales Processes and two corresponding Opportunity Record Types (“New Business” and “Renewal”). When a sales rep creates a new Opportunity, they choose the record type, and Salesforce presents them with the correct set of stages for that sales cycle.

10. What are Opportunity Contact Roles? Why are they important?

Opportunity Contact Roles define the role that a specific Contact plays in a deal. It’s a junction object that links a Contact to an Opportunity. Standard roles include “Decision Maker,” “Influencer,” “Business User,” etc.

Why they are important:

1. Visibility: It tells the sales team who the key players are in a deal. Knowing who the “Economic Buyer” is versus the “Technical Evaluator” is critical for sales strategy.
2. Reporting: You can run reports to see which contacts are most often involved in your won deals.
3. Marketing Influence (Campaign Influence): Contact Roles are essential for tracking which marketing campaigns influenced an opportunity. If a contact on an opportunity was also a member of a marketing campaign, Salesforce can automatically link the two.

11. A sales manager wants to be automatically notified if a large deal (over $100,000) has been stuck in the “Proposal” stage for more than 10 days. How would you build this?

A Record-Triggered Flow is the modern and most flexible solution.

1. Create a Flow: Start a new Record-Triggered Flow on the Opportunity object, configured to run when A record is created or updated.
   
2. Entry Conditions: Set the conditions to StageName = 'Proposal' AND Amount > 100000.
   
3. Add a Scheduled Path: Create a scheduled path that runs 10 Days After the Last Modified Date. This path will only execute if the record still meets the entry criteria after 10 days.
   
4. Action: Within this scheduled path, add a Send Email Alert action to notify the Opportunity Owner’s Manager.

The Flow’s logic ensures that if the Opportunity is moved out of the “Proposal” stage before the 10 days are up, the scheduled action is automatically cancelled.

12. What is the difference between Opportunity Splits and Account Teams?

Both are used for team selling, but they serve different purposes.

• Account Teams: Defines a team of users who work together on an Account. It grants them record access (Read or Read/Write) and makes it clear who is responsible for the overall relationship with that client. It does not deal with revenue credit.
  
• Opportunity Splits: This feature is used to credit members of an Opportunity Team for the revenue from a specific Opportunity. This is directly tied to compensation and forecasting. There are two types:
  • Revenue Splits: Must add up to 100%. Used to split the actual revenue credit.
  • Overlay Splits: Can add up to more than 100%. Used to credit supporting team members (like a Sales Engineer) without taking revenue away from the primary sales rep.

Use Case: A sales rep, a sales engineer, and a product specialist all work on a single large deal. You would use an Account Team to give them all access to the client’s Account record. When the deal is won, you would use Opportunity Splits to give the sales rep 80% of the revenue credit, the product specialist 20%, and give the sales engineer an overlay split of 50% for their contribution.

13. What is the relationship between a Price Book, a Product, and an Opportunity Line Item?

This is a core data model question for any company that sells products.

1. Product: This is the base record for a good or service you sell (e.g., “Pro License,” “Standard Support”). It has a standard price.
   
2. Price Book: A Price Book is a list of products with their prices. You can have multiple price books. For example:
   • Standard Price Book: Contains all products at their default list price.
   • Partner Price Book: Contains a subset of products with a 20% discount for partners.
   • US Price Book vs. EU Price Book: To handle different currencies.
     
3. Opportunity Line Item (or Opportunity Product): This is the junction object that links a specific Product to an Opportunity. When you add a product to an opportunity, you are creating an Opportunity Line Item record. It stores the quantity, sales price (which can be different from the list price), and total price for that product on that specific deal.

An Opportunity’s total Amount is the sum of all its Opportunity Line Items.

14. Explain the difference between Collaborative Forecasting and Customizable Forecasting.

• Customizable Forecasting (Legacy): This was the older forecasting module. It is no longer available for new orgs and is not recommended. It was less flexible and based on territory management.
  
• Collaborative Forecasting (Modern): This is the current, standard forecasting feature. It is much more flexible and is based on the role hierarchy and opportunity data. Sales reps make forecasts, which roll up to their managers. Managers can view their team’s forecasts and adjust them. It provides a real-time view of the sales pipeline based on opportunity stage, amount, and forecast categories.

15. What are Forecast Categories and how are they determined?

Forecast Categories are the groupings that Salesforce uses to calculate a forecast. They are determined by the Opportunity Stage. When you configure an Opportunity Stage, you must map it to one of the following forecast categories:

• Pipeline: Early-stage deals (e.g., Prospecting, Qualification).
• Best Case: Deals that are likely to close but are not yet committed (e.g., Needs Analysis, Proposal).
• Commit: Deals you are very confident will close in the current period (e.g., Negotiation).
• Closed: Deals that have been won.
• Omitted: Deals that have been lost or should not be included in the forecast.

16. What is a Quote in Salesforce and how does it sync with an Opportunity?

A Quote is a record that represents a proposed price for products and services. It’s a formal document you can present to a customer. An Opportunity can have multiple Quotes, but only one can be the “Syncing Quote.”

How Syncing Works

When you create a quote from an Opportunity, you add line items to it. When you initiate the sync from the Quote record, the following happens:

• All line items from the syncing Quote are pushed to the Opportunity, overwriting any existing products on the Opportunity.
• The Opportunity’s total Amount is updated to match the Quote’s total.

This ensures that the Opportunity, which is used for forecasting, always reflects the most up-to-date pricing being proposed to the customer.

17. How do you use Path and Kanban views in Sales Cloud?

• Path: Path is a visual guide that appears at the top of a record page (like an Opportunity or Lead). It highlights the key stages in a process and provides “Guidance for Success” for each stage, offering tips, links, or policy information to help users advance the record. It’s a tool for user guidance.
  
• Kanban View: The Kanban view is a visual summary of records in a list view. It organizes records as cards in columns representing a specific field (like Opportunity Stage or Lead Status). Users can move a record from one stage to another simply by dragging and dropping the card, which updates the record in real-time. It’s a tool for record management and visualization.

18. A manager wants a report of all Accounts that have no open Opportunities. How would you build this?

This requires a Cross-Filter in the report builder. A standard filter only looks at fields on the main object, but a cross-filter looks at child records.

1. Create a Report: Start a new “Accounts” report.
2. Add a Cross-Filter: In the filter pane, click the arrow next to “Filters” and select “Add Cross-Filter.”
3. Define the Logic: Set the filter to Accounts without Opportunities.
4. Add Sub-filter (Optional): You can add a sub-filter to the cross-filter to be more specific, for example, to only show accounts without open opportunities. You would add a filter on the Opportunity object where Stage does not equal Closed Won, Closed Lost.

19. Explain the purpose of a Campaign and its influence on an Opportunity.

• Campaign: A Campaign is a standard Salesforce object used to track and measure a specific marketing initiative, such as a webinar, email blast, or trade show. You can add Leads and Contacts to a campaign as “Campaign Members.”
• Campaign Influence: This is the feature that connects marketing efforts to sales results. When a Contact who is a Campaign Member is added to an Opportunity’s Contact Roles, Salesforce can automatically create a Campaign Influence record. This record links the campaign to the opportunity, showing that the marketing touchpoint influenced the deal. This is crucial for calculating marketing ROI.

20. How would you handle a situation where a single Contact works with two different Accounts?

By default, a Contact can only be related to one Account. To solve this, an administrator must enable the “Contacts to Multiple Accounts” feature in Setup.

Once enabled, a new related list called “Related Accounts” appears on the Contact page, and “Related Contacts” appears on the Account page. This allows you to create indirect relationships. The contact will still have one primary account, but you can link them to other accounts where they may be an advisor or board member, for example.

21. What is the difference between a Validation Rule and a Duplicate Rule?

• Validation Rule: Verifies that the data a user enters in a single record meets certain standards. It runs before the record is saved and will block the save if the criteria are not met.
  • Example: AND(IsClosed = TRUE, CloseDate = NULL). This rule ensures that if an Opportunity is marked as closed, the Close Date field cannot be empty.
• Duplicate Rule: Prevents users from creating duplicate records by comparing fields on the new/edited record with existing records in the system.
  • Example: It can alert a user if they try to create a new Contact with the same Email address as an existing Contact.

22. A sales rep needs to request a special discount for a deal. How would you automate this approval process?

The standard tool for this is an Approval Process.

1. Setup: Create a new Approval Process on the Opportunity object.
2. Entry Criteria: Define when the process should start. For example, Discount_Percentage__c > 15%.
3. Approval Steps: Define who needs to approve the request. You can make it a single person (like the user’s manager) or multiple people. For a multi-level approval, Step 1 could be the manager, and Step 2 could be the VP of Sales if the discount is over 30%.
4. Actions: Define what happens when the request is submitted, approved, or rejected (e.g., lock the record for editing, send an email notification, update a field status to “Approved”).

23. What are some use cases for Einstein Activity Capture?

Einstein Activity Capture is a data-syncing tool that connects Salesforce to a user’s Microsoft or Google account. Its primary purpose is to reduce manual data entry for sales reps.

Key Use Cases

• Automatic Email Logging: When a rep sends or receives an email from a customer, Einstein Activity Capture finds the matching Contact or Lead in Salesforce and displays the email on their Activity Timeline automatically.
• Event Syncing: Creates a two-way sync between a user’s Salesforce calendar and their Google/Outlook calendar. An event created in one place appears in the other, eliminating double-booking.
• Contact Creation: Can suggest new Salesforce contacts to create based on email signatures from people the rep corresponds with.

24. How would you set up Sales Cadences (High Velocity Sales)?

Sales Cadences (part of the Sales Engagement/High Velocity Sales product) are automated sales playbooks. They guide reps through a sequence of activities (calls, emails, tasks) to engage with prospects consistently and efficiently.

Setup Steps

1. Enable Sales Engagement: First, enable the feature in Setup.
2. Create a Cadence: In the Sales Cadence Builder, you create the steps. For example:
   • Step 1 (Day 1): Automated Email (using a template).
   • Step 2 (Day 3): Call Script (creates a task for the rep to make a call).
   • Step 3 (Day 3): If call result is “Connected,” branch to a follow-up task. If “No Answer,” branch to an automated “Sorry I missed you” email.
   • Step 4 (Day 5): LinkedIn Connection Request (creates a miscellaneous task).
3. Assign Prospects: Reps add Leads or Contacts to the cadence, and the “Work Queue” tells them exactly what to do each day.

25. What is a Joined Report? Give a business use case.

A Joined Report allows you to combine data from multiple standard or custom report types into a single view. It lets you display different, even unrelated, types of information side-by-side in “blocks.”

Business Use Case

A sales manager wants a single report that shows, for each of their reps, three key things:

• Block 1: All their open Opportunities this quarter.
• Block 2: All the customer Cases they own.
• Block 3: All the Activities (calls/emails) they have completed this week.

A normal report can’t do this because Opportunities, Cases, and Activities are different objects. A Joined Report can display these three separate blocks of information on one page, grouped by “Owner Name.”

26. How does the Role Hierarchy impact reporting?

The Role Hierarchy is the primary tool that controls vertical data access in Salesforce. By default, users can view, edit, and report on all data owned by users in roles directly below them in the hierarchy.

Real-World Impact

• A Sales Rep can only see and report on their own opportunities.
• Their Sales Manager, who is above them in the role hierarchy, can see and report on their own opportunities AND all the opportunities of every rep who reports to them.
• The VP of Sales, who is above the managers, can see and report on their own data, all the managers’ data, and all the reps’ data. This roll-up is automatic and is a core reason the role hierarchy is so important to set up correctly.

27. What is a custom report type? When would you need to create one?

A Report Type is a template that defines which objects and fields are available to use when building a report. Salesforce provides many standard report types (e.g., “Contacts & Accounts,” “Opportunities”). You need to create a Custom Report Type when the standard ones don’t meet your needs.

When to Create One

The most common reason is to report on “without” relationships.

• Use Case: A manager wants a report of all Accounts that have not had any Cases logged against them in the last year. The standard “Accounts with Cases” report type would only show accounts that do have cases. You would need to create a custom report type where Accounts is the primary object and Cases is the secondary, and you can then filter for accounts “without” matching case records.

28. What is Einstein Opportunity Scoring?

Einstein Opportunity Scoring is an artificial intelligence feature within Sales Cloud. It analyzes your company’s historical opportunity data (both won and lost deals) to identify patterns. It then gives every open opportunity a score from 1 to 99.

Business Value

• Prioritization: The score represents the likelihood that a deal will be won. A sales rep can look at their list of 50 opportunities and immediately focus on the ones with the highest scores (e.g., 90+) because they are most likely to close.
• Insight: Einstein also provides the key factors behind the score. For example, an opportunity might have a high score because “the deal has progressed quickly through stages” or a low score because “a similar opportunity was recently lost.”

29. What is Territory Management? When is it a good fit for a company?

Territory Management is an advanced account sharing system that allows you to grant access to accounts based on a set of criteria, rather than just the role hierarchy. It’s an alternative to, or can work with, the standard sharing model.

When It’s a Good Fit

It’s designed for companies with complex, matrix-based sales structures.

• Use Case: A medical device company assigns sales reps based on multiple factors. Rep A handles all hospitals in California that specialize in cardiology. Rep B handles all hospitals in California that specialize in oncology. Rep C is a product specialist who works with both Rep A and Rep B on deals involving a specific imaging machine, regardless of specialty. The standard role hierarchy cannot model this. Territory Management can, by creating territories based on rules (e.g., State = CA AND Specialty = Cardiology).

30. Your company acquires another company. What are the key challenges in merging their sales data into your Salesforce org?

This is a complex project management and data governance question.

• Data Duplication: The acquired company’s data will likely have duplicate Accounts, Contacts, and Leads that already exist in your org. You need a robust de-duplication strategy using tools like Salesforce’s Duplicate Management or external ETL tools.
• Data Mapping & Transformation: Their system might call a field “Client” while yours calls it “Account.” A picklist for “Region” might have different values. You need to perform a detailed mapping exercise and transform their data to fit your schema before importing.
• Different Sales Processes: They might have a 4-stage sales process while yours has 7. You need to decide whether to migrate their opportunities to your process or create a new one, and then update all their historical data to match.
• Data Governance & Ownership: You need to decide who will own the migrated records and train the new users on your Salesforce instance and business processes.

31. How do you handle multi-currency in Sales Cloud?

Multi-currency allows you to record amounts in different currencies and also report on them in a single corporate currency.

Setup & Impact

1. Enablement: It must be enabled in “Company Information.” Once enabled, it cannot be disabled.
2. Manage Currencies: You define which currencies are active and manage their conversion rates relative to your corporate currency. You can use Advanced Currency Management to manage dated exchange rates (e.g., the rate on the day a deal was closed).
3. Impact on Users: Users can set their personal currency. When they create an Opportunity, they can create it in any active currency.
4. Impact on Reporting: All reports will show a “Converted” version of the amount fields, rolling up all deals into the corporate currency for a unified view of the pipeline and forecast.

32. A manager wants to see the “pipeline velocity” – how long deals spend in each stage. How could you track this?

This requires custom automation, as Salesforce doesn’t track this out-of-the-box.

1. Create Custom Fields: On the Opportunity object, create a custom date/time field for each important stage transition (e.g., Date_Entered_Proposal__c, Date_Entered_Negotiation__c). Also, create formula fields to calculate the duration (e.g., Days_in_Proposal__c which would be Date_Entered_Negotiation__c - Date_Entered_Proposal__c).
2. Create a Record-Triggered Flow: The Flow should trigger on the Opportunity object whenever StageName is changed.
3. Flow Logic: Use Decision elements to check what the new stage is. If the new stage is “Proposal,” the flow updates the Date_Entered_Proposal__c field with the current date/time ($Flow.CurrentDateTime). Do this for each stage you want to track.
4. Build a Report: Once the data is being captured, you can build a report on Opportunities and use the formula fields to get the average Days_in_Proposal__c, giving the manager the velocity metric they need.

33. How can you ensure that when an Account’s address is updated, the addresses of all its related Contacts are also updated?

This is a classic automation (Record-Triggered Flow) use case that prevents data from becoming stale.

1. Create a Flow: Start a Record-Triggered Flow on the Account object, configured to run when A record is updated.
2. Entry Conditions: Set the condition to trigger only when the address fields are changed. Use the Is Changed operator (e.g., BillingStreet Is Changed = True).
3. Get Related Records: Add a Get Records element to find all Contact records where the AccountId matches the ID of the Account that triggered the flow ($Record.Id).
4. Loop and Update: Use a Loop element to iterate through the contacts you found. Inside the loop, use an Assignment element to set the contact’s mailing address fields equal to the account’s billing address fields (e.g., LoopVariable.MailingStreet = $Record.BillingStreet). Add this updated contact to a new collection variable.
5. Perform DML: After the loop, use a single Update Records element to save all the contacts in your collection variable.

34. What is a Quote Template and how is it used?

A Quote Template is an administrator-configured layout that defines the look and feel of the PDF quote documents you generate from Salesforce.

When a sales rep has finalized a Quote record with all its line items, they use the “Create PDF” button to generate a customer-facing document. The Quote Template controls what this document looks like. An admin can:

• Add a company logo and address.
• Organize the layout into sections (e.g., “Prepared For,” “Line Items,” “Terms and Conditions”).
• Customize the columns in the line items table (e.g., show or hide discount percentages).
• Add rich text sections for standard legal language or signature blocks.

This ensures all proposals sent to customers are professional, consistent, and branded correctly.

35. How do you control record access in Sales Cloud?

Record access is controlled by a four-layered model.

1. Organization-Wide Defaults (OWD): This is the most restrictive setting. It defines the baseline access level for records that a user does not own. For objects like Account and Opportunity, it can be set to Private, Public Read Only, or Public Read/Write.
2. Role Hierarchy: If the OWD is restrictive (e.g., Private), the Role Hierarchy opens up access vertically. Managers can always access the records of users in roles below them.
3. Sharing Rules: If the OWD is restrictive, Sharing Rules are used to open up access laterally. They grant access to groups of users based on record ownership or criteria. For example, a criteria-based rule could share all Accounts in “California” with the “West Coast Sales Team” public group.
4. Manual Sharing: For record-by-record exceptions, users can use the “Sharing” button to manually share a record they own with another user or group.