Reports, Dashboards, and Customer Success in Salesforce Quiz Answers

All Weeks Reports, Dashboards, and Customer Success in Salesforce Quiz Answers

The fourth course in the Salesforce Sales Operations Professional Certificate — Reports, Dashboards, and Customer Success in Salesforce — is for anyone who is curious about entry-level sales roles that require foundational skills in Salesforce, the sales operations specialist role specifically, how to use tools in Salesforce to improve customer service at a business, how to leverage data in Salesforce to improve the overall performance of a sales team, and the path to becoming a Salesforce administrator.

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Reports, Dashboards, and Customer Success in Salesforce Week 01 Quiz Answers

Quiz : CSM Responsibilties

Q1. Fill in the blank: A person on a sales team whose goal is to develop strong customer relationships with existing customers that lead to retention and loyalty is often referred to as a ______________.

  • account executive (AE)
  • customer development representative (CDR)
  • marketing associate
  • sales development representative (SDR)
  • customer success manager (CSM)

Q2. When would an AE pass off a customer to a CSM?

  • After the AEs kickoff meeting.
  • Right before they have signed a deal.
  • After they have signed a deal.

Q3. In what ways does a customer success manager’s role align with the sales process? Select all that apply.

  • CSMs conduct marketing activities with marketing associates to retain customer’s business.
  • CSMs can help generate more business by working with customers to make sure they’re satisfied with the product or service so they will continue paying.
  • CSMs ensure customers are getting the most benefit from the product or service that they purchased.
  • CSMs hand off paying customers back to AEs after the kickoff meeting so that the AE can maintain strong customer relationships.

Q4. Customer success managers are responsible for onboarding customers, educating customers and providing customer support. What is an example of a way CSMs might onboard their customers?

Q5. Customer success managers are responsible for onboarding customers, educating customers and providing customer support. What is an example of a way CSMs might provide customer support?

Q6. How can a sales ops specialist support a customer success manager? Select all that apply.

  • By educating CSMs on how to use Salesforce tools to foster strong and lasting relationships with customers.
  • By ensuring CSMs are using the most efficient tools in Salesforce to optimize customer success.
  • By helping CSMs leverage the tools in the Salesforce Service Cloud to manage all of their responsibilities in one system.
  • By educating CSMs on how to use Salesforce tools to generate MQLs.

Quiz : Salesforce Service Cloud

Q1. How does the Service Cloud differ from the Sales Cloud?

  • The Sales Cloud contains exactly the same features of the Service Cloud and also includes additional sales-specific functionality.
  • The Service Cloud is for Account Executives only while the Sales Cloud is for any sales role.
  • The Sales Cloud is for generating leads and opportunities while the Service Cloud is for customer service.

Q2. What is a Service Cloud case?

  • A standard object in Service Cloud that helps to manage customers’ requests, questions, and complaints.
  • An alternative user interface of the Service Cloud default view.
  • Collections of articles containing information on a company’s products or services.

Q3. What is a Service Cloud Knowledge Base?

  • An alternative user interface of the Service Cloud default view.
  • A standard object in Service Cloud that helps to manage customers’ requests, questions, and complaints.
  • Collections of articles containing information on a company’s products or services.

Q4. What is the Service Cloud Service Console?

  • A standard object in Service Cloud that helps to manage customers’ requests, questions, and complaints.
  • Collections of articles containing information on a company’s products or services.
  • An alternative user interface of the Service Cloud default view.

Q5. How and why would a Customer Success Manager use Salesforce as a business user?

Quiz : Customer Success Managers

Q1. Fill in the blank: A person on a sales team whose goal is to develop strong customer relationships that lead to retention and loyalty is often referred to as a ______________.

  • customer development representative (CDR)
  • marketing associate
  • customer success manager (CSM)

Q2. In what ways does a customer success manager’s role align with the sales process? Select all that apply.

  • CSMs can help generate more business by working with customers to make sure they’re satisfied with the product or service so they might recommend your products and services to others.
  • CSMs onboard customers and learn about their environment to ensure customers are using the product or service they purchased in a way that meets their needs.
  • CSMs hand off paying customers back to AEs once they have been onboarded so the AE can continue answering customer questions and concerns.

Q3. Imagine a CSM wants to address complaints, questions and requests. How might they accomplish this? Select all that apply.

  • Reply directly to customer questions they know the answer to.
  • Reach out to others within their company that might know answers to questions from customers that they are not sure about.
  • Send the customer to the AE to get an answer to any questions the CSM doesn’t know the answer to.

Q4. Which of the following are typical tasks a CSM might perform in a day? Select all that apply.

  • Receive and respond to a paying customer’s question about how to log in to the product.
  • Schedule a meeting with a new customer to help familiarize them with the product or service.
  • Schedule a kickoff meeting for the AE to get the paying customer set up.

Q5. When would an AE pass off a customer to a CSM?

  • After the AE’s kickoff meeting.
  • After they have signed a deal.
  • Right before they have signed a deal.

Q6. How can a sales ops specialist support a customer success manager? Select all that apply.

  • By helping CSMs leverage the tools in the Salesforce Service Cloud to manage all of their responsibilities in one system.
  • By empowering CSMs to conduct more marketing activities through the Service Cloud.
  • By educating CSMs on how to use Salesforce tools to foster strong and lasting relationships with customers.

Q7. What is a Service Cloud case?

  • An alternative user interface of the Service Cloud default view.
  • A standard object in Service Cloud that helps to manage customers’ requests, questions, and complaints.
  • Collections of articles containing information on a company’s products or services.

Q8. How does the Service Cloud differ from the Sales Cloud?

  • The Service Cloud is for generating leads and opportunities while the Sales Cloud is for customer service.
  • The Sales Cloud contains exactly the same features of the Service Cloud and also includes additional sales-specific functionality.
  • The Sales Cloud is for generating leads and opportunities while the Service Cloud is for customer service.

Q9. How would a CSM use Salesforce? Select all that apply.

  • When a question to a CSM takes a lot of time to answer or if it’s a question they are asked frequently, the CSM can write an internal-facing article to share with all customer support members so that others can respond to a customer with the same answer.
  • When a CSM receives a complaint from a customer via email, the CSM closes the customer’s case in the Service Cloud.
  • When a CSM knows a customer’s question has already been answered in a knowledge base article, they share the article with the customer.
  • When a CSM receives a lot of customer questions about a particular product feature, they ask the AE to write a customer-facing knowledge article for customers through Service Cloud.

Q10. Which of the following are benefits of the Service Console that sales ops specialists could share with CSMs? Select all that apply.

  • From the start, CSMs can use split view to see a list of their cases alongside their workspace to quickly work through incoming customer issues.
  • Without configuring a thing, CSMs can identify MQLs to reach out to quickly with the highlights panel.
  • CSMs can jump to lists of similar cases, and work off lists to keep their cases organized.

Reports, Dashboards, and Customer Success in Salesforce Week 02 Quiz Answers

Quiz : Salesforce Cases

Q1. When you are supporting a customer service manager, you will often be working with _______ inside Service Cloud.

  • prospects
  • cases
  • opportunities
  • leads

Q2. Fill in the blank: To open the Service Cloud app and find cases, the CSM would need to:

  1. Click the App Launcher in the upper lefthand corner of the playground
  2. Select View All from the drop-down menu.
  3. Select ___________ from the list of Salesforce apps.
  • Service Console
  • Sales Cloud
  • My Cases

Q3. How would a CSM find all of their new and closed service cases?

  • Select My Cases from the Sales Cloud dropdown.
  • Select My Cases from the Service Console dropdown.
  • Select the New and Open Cases tab from the top horizontal menu.
  • Select the Open Cases tab from the top horizontal menu.

Q4. What can a CSM find in a case log? Select all that apply.

  • All of the CSM’s other cases in the left side bar.
  • All related cases to the account.
  • All activities associated with the event case.
  • All the case and contact details.

Q5. How can a CSM create a new case?

  • Click “new” from the top right of the Sales Cloud.
  • Click “new” from the top right of the Service Console.
  • New cases are generated automatically every time CSMs open the Service Cloud.

Q6. Imagine that Sandra Carter from Columbia Tech Systems, LLC emailed your CSM with a complaint about a broken piece of hardware she purchased from your company.

How should the CSM fill out the remaining case fields below?

Status: _________

Priority: Medium

Case Origin: _________

Contact Name: _________

Account Name: _________

Subject: Broken hardware

Description: _________

Internal Comments: Do not know what kind of hardware the customer has

Quiz : Leveraging Knowledge and the Service Console

Q1. What is a Salesforce Knowledge base?

  • A company’s repository for Salesforce-specific information.
  • A group of Salesforce employees who are on call to answer CSMs questions.
  • A library of information to help answer internal and external questions.

Q2. List 3 benefits of utilizing Salesforce Knowledge.

Q3. Imagine you work with a CSM that was asked a question by a customer. They know the answer, but also know it will be time consuming to type out. What should the CSM do? Select all that apply.

  • See if the question has already been answered in the Knowledge base. If not, answer the customer and also add the answer to Knowledge.
  • Reply to the customer with as much detail as possible, then see if the question has already been answered in Knowledge.
  • See if the question has already been answered in the Knowledge base. If so, share the article with the customer.

Q4. Which Salesforce app should a sales ops specialist use to help a CSM create a Knowledge base?

  • The Knowledge app
  • The Sales Cloud app
  • The Service Console app

Q5. True or False: In order to have an article show up in a knowledge base, it has to be assigned to the relevant category.

  • False
  • True

Quiz : Salesforce Cases, Knowledge and the Service Console

Q1. Why is the Service Console interface more useful than the standard service interface for CSMs? Select all that apply.

  • The Service Console contains a sidebar menu showing lists of objects to easily navigate from object to object.
  • Service Console allows users to see all information that is relevant to the case in a single tab, while the standard service interface requires opening multiple tabs.
  • The Service Console is a more slimmed down, basic experience for CSMs to view a single case at a time.
  • For each case, the Service Console allows CSMs to see case details, contact details, and much more information that allows them to easily find a solution to the problem.

Q2. How would a CSM find all of their new and closed service cases?

  • Select the New and Open Cases tab from the top horizontal menu.
  • Select My Cases from the Sales Cloud dropdown.
  • Select the Open Cases tab from the top horizontal menu.
  • Select My Cases from the Service Console dropdown.

Q3. Which of the following is a benefit of the Service Console?

  • Allows CSMs to easily work many service cases at the same time.
  • Allows AEs to work several service cases simultaneously.
  • Allows CSMs to only work on one case per day.
  • Allows CSMs to track multiple sales opportunities at the same time.

Q4. How can a CSM open a case log?

  • Select a case from the My Cases list.
  • Search “case log” from Salesforce search feature.
  • Click the “open case log” button from the top right corner of the Service Console.
  • Select a case from the Sales Cloud list of cases.

Q5. How can a CSM create a new case?

  • Click “new” from the top right of the Service Console.
  • New cases are generated automatically every time CSMs open the Service Cloud.
  • Click “new” from the top right of the Sales Cloud.

Q6. Which of the following is a way Knowledge is used in Salesforce?

  • All external knowledge base articles should be written by the sales ops specialist.
  • An external knowledge base can be created by the support team to provide answers to basic customer questions so that customers can answer questions themselves instead of contacting technical support.
  • An internal knowledge base can be created by paying customers who want to write FAQs for other customers.

Q7. Imagine you work with a CSM that was asked a question by a customer. The customer noticed that the checkout process looks different than before, and they’re not sure how to use the new interface. What should the CSM do?

  • Check to see if the knowledge base article on the checkout process is out of date. If so, share the article with the customer but make sure they know it might be out of date.
  • Check to see if the knowledge base article on the checkout process is out of date. If so, delete the article and apologize to the customer.
  • Check to see if the knowledge base article on the checkout process is out of date. If so, update the article then share with the customer.

Q8. Why might a team enforce an approval process for publishing new articles? Select all that apply.

  • It is a requirement from Salesforce.
  • If articles are written by trainees they should be reviewed for accuracy.
  • To ensure the article stays in compliance with company rules.

Q9. Imagine the sales operations department has identified several CSMs that have been struggling to support customers in an organized way. What could be the result if the sales operations department doesn’t support the CSMs? Select all that apply.

  • Customers become frustrated with the product or service.
  • Customers are likely to have consistent and positive customer support experiences.
  • Customer satisfaction rates drop.

Q10. Which of the following are scenarios in which a CSM should create a new case? Select all that apply.

  • A CSM received an email from a lead who would like to know more about the product.
  • A CSM received an email from a customer who accidentally added the wrong company card as a means for payment and is looking for a refund.
  • A CSM received a phone call from a customer who would like their account and login information to be reset.

Reports, Dashboards, and Customer Success in Salesforce Week 03 Quiz Answers

Quiz : Life of a Sales Manager

Q1. Which of the following characteristics does a great sales manager typically possess? Select all that apply.

  • Great coaching
  • Efficient time management
  • Strong opinions
  • An analytical mind

Q2. When making decisions as a sales manager, it’s best to _____________________.

  • Use a data-driven approach
  • Go with your instincts

Quiz : Salesforce for Sales Managers

Q1. Briefly describe in your own words (2-3 sentences) how you would use Salesforce reports if you were a sales manager at a startup that has developed a new music streaming app.

What types of data do you think you’d need to monitor? What types of data would you need to share with your sales team and other executives in the company?

Q2. Which of the following Salesforce tools enable you to create a visual representation of data from multiple reports?

  • A dashboard
  • A lead
  • A report chart

Q3. In Salesforce, how do reports, report charts, and dashboards flow and work together?

Q4. What are three main ways that Salesforce reports can help a sales manager? (Hint: Think of TIF.)

Q5. Imagine the CEO of the company asks you for a report that shows which cities have the most promising leads for your sales team. What are three clarifying questions you could ask before putting together a report?

Hint: What clarifying questions should you ask about the term “promising?”

Quiz : Understanding Reports

Q1. True or False? In Salesforce, a report type defines the records and fields available to a report based on the objects from which you choose to display data.

  • True
  • False

Q2. In the report type “Campaigns with Leads,” which of the following is true?

  • Campaigns is the primary object and Leads is the related object.
  • Leads is the primary object and Campaigns is the related object.
  • Campaigns and Leads are both primary objects.

Q3. Briefly describe (2-3 sentences) why it’s valuable to use filters when building reports in Salesforce.

Q4. Which of the following is true about tabular reports?

  • They are the default format for reports in Salesforce.
  • They enable you to group and summarize your information.
  • They provide the most detailed view of your data.

Q5. Which of the following is true about summary reports?

  • They are the default format for reports in Salesforce.
  • They provide the most detailed view of your data.
  • They enable you to group and summarize your information.

Q6. Which of the following is true about matrix reports? Select all that apply.

  • They enable you to group your data by row and by column.
  • They are the default format for reports in Salesforce.
  • They provide the most detailed view of your data.

Quiz : Building Reports

Q1. The sales manager would like to create a report that shows information about the company’s top selling products, and they’ve asked you, the sales ops specialist, for help with creating this report. What steps would you take before beginning to build the report in Salesforce?

Q2. In Salesforce, once a report has been created, which of the following actions can be taken to modify and customize the report? Select all that apply.

  • Rearrange columns
  • Add or remove columns
  • Add summary fields
  • Add or remove filters
  • Add summary formulas
  • Group rows

Q3. The sales manager has asked for your help to create a Salesforce report that shows each account executive’s current opportunities, as well as how much each AE’s accounts are potentially worth. Describe the steps you would take to help the sales manager create this report.

Quiz : Supporting Sales Managers with Reports

Q1. Which of the following are considered characteristics of a great sales manager? Select all that apply.

  • Most efficient salesperson on the team
  • Great coaching skills
  • Efficient time management
  • An analytical mind

Q2. True or False? A sales manager is typically responsible for leading the entire sales team, coaching team members, fostering customer engagement, analyzing data, and communicating with the executives from other departments.

  • True
  • False

Q3. As a sales operations specialist, which of the following is NOT a Salesforce tool that you would recommend a sales manager use to leverage Salesforce data effectively and efficiently?

  • Report charts
  • Dashboards
  • Images
  • Reports

Q4. Which of the following tools enable users to create visual representations of data in Salesforce? Select all that apply.

  • Reports
  • Kanban boards
  • Dashboards
  • Report charts

Q5. As a sales operations specialist, which of the following are ways that you can encourage sales managers to utilize Salesforce reports? Select all that apply.

  • Track individual performance
  • Forecast future sales
  • Compare team performance with internal performance data of competitors
  • Improve team performance

Q6. True or False? A sales manager has been asked to create a report, but the request is a bit vague. In this situation, it is best practice to avoid asking questions and simply create a report that includes as much data as possible in order to make sure it includes all of the information the requester was hoping for.

  • True
  • False

Q7. The sales manager wants to create a report in Salesforce that shows which of the Opportunities currently in progress have associated Contacts and has asked you, the sales ops specialist, for help choosing the correct report type. Which of the following is true about the report type you think the sales manager should use?

  • The Opportunities object is the primary object and the Contacts object is the related object.
  • The Contacts object is the primary object and the Opportunities object is the related object.
  • The Opportunities object and the Contacts object are both primary objects.

Q8. True or False? The sales manager has asked for your help to create a report in Salesforce that shows all open opportunities with products that involve revenue over $50,000. To do this, you can select the Opportunities with Products report type, use a standard filter to select open opportunities, and add a field filter to show Amount greater than $50,000.

  • True
  • False

Q9. The customer success manager is talking with you, the sales ops specialist, and he mentions that he’s been encouraging his customer service reps to respond to Service Cloud cases by sending Knowledge articles whenever possible. He says that he would love to see data on cases where articles were sent so that he could see how effective this practice is. You’re thrilled to tell him, “There’s a report for that!”

True or False: Selecting the Cases with Articles report type will give the CSM the information that he wants.

  • True
  • False

Q10. The sales manager has come to you, the sales ops specialist, for help creating a report that simply shows how many open Opportunities the team currently has. Which report format should be used to create this report?1 point

  • Summary Report
  • Tabular Report
  • Matrix Report

Q11. The sales manager is happy with a Salesforce report you recently helped her create. She doesn’t want to remove any of the data currently contained within the report, but she does want to be able to zoom in on certain pieces of the data. For example, she wants to look at each AE’s current opportunities, one at a time. What report tool might she use to do this? Select all that apply.

  • Run new reports so that there’s a separate report for each AE’s opportunities
  • Apply temporary filters
  • Sort columns

Q12. True or False? Once a report is created and saved in Salesforce, the user can change or modify it to create additional reports, while keeping the first report in its original form.

  • True
  • False

Reports, Dashboards, and Customer Success in Salesforce Week 04 Quiz Answers

Quiz : Using Charts

Q1. What are the benefits of visualizing data using a report chart?

Q2. Which of the following is a type of report chart that can be created in Salesforce? Select all that apply.

  • Column chart
  • Stacked donut chart
  • Stacked bar chart
  • Donut chart
  • Bar chart
  • Stacked column chart

Q3. How many report charts can be included in a single Salesforce report?

  • One
  • Up to three
  • As many as you’d like to create

Q4 Which of the following statements are true about building report charts in Salesforce? Select all that apply.

  • To add a report chart, simply open the report and click the “Add Chart” button.
  • Salesforce will automatically create the first report chart for you based on the available data and report settings.
  • A Salesforce report chart can be customized through the Chart Properties settings button.
  • Because Salesforce automatically creates the report chart, you are limited to using the chart that Salesforce creates.

Quiz : Using Dashboards

Q1. Which of the following statements are true about Salesforce dashboards? Select all that apply.

  • All visualizations in a dashboard must be connected to a single report.
  • A dashboard includes multiple data visualizations in one location.
  • Each item on a dashboard can be manually resized and moved around.
  • Each visualization on a dashboard is referred to as a component.
  • Each visualization on a dashboard is referred to as a chart.

Q2. What are the three ways that you can make a component on a dashboard in Salesforce?

Q3. True or False? Salesforce dashboard components must be connected to an underlying report.

  • True
  • False

Q4. True or False? In Salesforce, dashboard components need to be updated manually by the user in order to show the most up-to-date data.

  • True
  • False

Q5. As a sales ops specialist, imagine you’ve helped the sales manager create an Opportunity report in Salesforce, and you’ve added a very eye-opening report chart. Now the sales manager would like to add this new report chart to the Salesforce dashboard that she’s going to use in her presentation to the executive team next week. How can this report chart be added to the dashboard?

  • Unfortunately, it cannot be added. Once a Salesforce report chart has been created, it can only exist in that report; it cannot be added to a Salesforce dashboard.
  • From the report chart, click the setting dropdown menu and select “Add to Dashboard.” Choose the appropriate dashboard, and click Add.
  • Open the Salesforce report in one browser window and the Salesforce dashboard in another browser window. Then drag the report chart and drop it into the dashboard.

Quiz : Charts and Dashboards

Q1. Which of the following statements are true? Select all that apply.

  • In Salesforce, dashboard is a visual representation of a collection of report charts.
  • In Salesforce, a report chart is simply another name for a dashboard.
  • A report chart is a visual representation of a Salesforce report.
  • A report chart can pull data from multiple Salesforce reports.
  • A report chart is tied to a single Salesforce report.

Q2. The sales manager has asked for your help to create a report in Salesforce that shows all of the Opportunities that were Closed Won last year. To do this, you should use:

  • Field Filters
  • Summary Reports
  • Standard Filters

Q3. The sales manager has come to you, the sales ops specialist, for help creating a report that simply shows how many open Opportunities the team currently has. Which report format should be used to create this report?

  • Matrix Report
  • Summary Report
  • Tabular Report

Q4. Which of the following is a way to modify a report in Salesforce? Select all that apply.

  • Create a formula
  • Apply new filters
  • Change how information is grouped
  • Once a report is created in Salesforce, it cannot be modified; a new report must be created.

Q5. Why is it helpful to include a report chart in Salesforce reports? Select all that apply.

  • Charts can distract a sales manager from the data they want to focus on.
  • Charts can give a quick, clear overview of the data that the sales manager wants to focus on.
  • Charts make it easier and more efficient for a sales manager to quickly check in on a report.
  • Charts can make it more difficult to quickly check in on a report.

Q6. Imagine that the sales manager would like to evaluate the performance of each of their team members and has asked you, the sales ops specialist, for help. They’d like to quickly visualize how many deals each of their reps have closed in the last year and how they compare to one another. Which type of report chart should they use?

  • Stacked column chart
  • Donut chart
  • Stacked bar chart

Q7. True or False? A report in Salesforce allows you, as a sales ops specialist, to include multiple data visualizations all in one location.

  • True
  • False

Q8.Which of the following is true about Salesforce dashboards? Select all that apply.

  • Salesforce dashboard components need to be updated manually by the user.
  • Salesforce dashboard components automatically update as report data changes.
  • Dashboard components do not need to be connected to a Salesforce report.
  • All dashboard components are connected to a Salesforce report.

Q9. As a sales ops specialist, you’ve been asked to create a dashboard that shows a variety of sales pipeline data. You’d like to include a component that shows the number of current leads that are being handled by the sales team, grouped by lead source. How can you add this component to the dashboard? Select all possible options.

  • From the dashboard you’re creating, click “+ Component.” Choose the Leads report you’ve been working with, and choose “Use chart settings from report” to add the report chart you created earlier that shows the number of current leads.
  • From the dashboard you’re creating, click “+ Component.” Choose the Leads report you’ve been working with, customize a new component using the available settings, and add it to the dashboard.
  • From the lead report, create a report chart that shows this information. Then from the report chart menu, click “Add to Dashboard,” and choose the dashboard you’d like to add it to.

Q10. As a sales ops specialist, you’ve helped the sales manager create a Leads report in Salesforce, and you’ve added a very eye-opening report chart. Now the sales manager would like to add this new report chart to the Salesforce dashboard that she’s going to use in her presentation to the executive team next week. How can this report chart be added to the dashboard?

  • Open the Salesforce report in one browser window and the Salesforce dashboard in another browser window. Then drag the report chart and drop it into the dashboard.
  • From the report chart, click the setting dropdown menu and select “Add to Dashboard.” Choose the appropriate dashboard, and click Add.
  • Unfortunately, it cannot be added. Once a Salesforce report chart has been created, it can only exist in that report; it cannot be added to a Salesforce dashboard.
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