1.
Lead Creation
Question:
How do I create a new lead in Salesforce?
Answer:
You can create a lead by entering basic details like name, company, and
contact information.
Resolution Steps:
1. Go to the Leads tab
2. Click on “New”
3. Enter Name, Company, Email, and Phone
4. Select Lead Source
5. Click Save
Additional Information:
Ensure mandatory fields are filled before saving.
Contact:
Contact Salesforce Admin for access issues
🔹 2. Lead Conversion
Question:
How do I convert a lead into an opportunity?
Answer:
You can convert a qualified lead into an Account, Contact, and
Opportunity.
Resolution Steps:
1. Open the Lead record
2. Click “Convert”
3. Choose existing or create new Account
4. Confirm Contact creation
5. Click Convert
Additional Information:
Converted leads cannot be edited.
Contact:
Reach out to Sales Ops team
🔹 3. Opportunity Creation
Question:
How do I create an opportunity?
Answer:
Opportunities track potential sales deals.
Resolution Steps:
1. Go to Opportunities tab
2. Click “New”
3. Enter Opportunity Name
4. Select Account and Stage
5. Enter Amount and Close Date
6. Click Save
Additional Information:
Stage defines deal progress.
Contact:
Salesforce Support Team
🔹 4. Update Opportunity Stage
Question:
How do I update the stage of a deal?
Answer:
You can update the stage directly from the opportunity record.
Resolution Steps:
1. Open the Opportunity
2. Click Edit
3. Update Stage field
4. Click Save
Additional Information:
Stage updates impact forecasting.
Contact:
Sales Manager
🔹 5. Create Task
Question:
How do I create a task?
Answer:
Tasks help track activities like follow-ups.
Resolution Steps:
1. Go to Activity tab
2. Click New Task
3. Enter Subject
4. Set Due Date
5. Assign Owner
6. Click Save
Additional Information:
Tasks can be linked to records.
Contact:
Admin Team
🔹 6. View Tasks
Question:
How can I view my pending tasks?
Answer:
You can view tasks from the Activity tab.
Resolution Steps:
1. Navigate to Tasks
2. Filter by “Open Tasks”
3. Review list
Additional Information:
Use filters for better visibility.
Contact:
Support Team
🔹 7. Case Creation
Question:
How do I create a support case?
Answer:
Cases are used to track customer issues.
Resolution Steps:
1. Go to Cases tab
2. Click New
3. Enter Subject and Description
4. Select Priority
5. Click Save
Additional Information:
Attach files if needed.
Contact:
Support Desk
🔹 8. Case Status Check
Question:
How do I check case status?
Answer:
You can view the status from the case record.
Resolution Steps:
1. Open Case
2. Check Status field
Additional Information:
Status updates are done by support agents.
Contact:
Support Team
🔹 9. Account Details
Question:
How do I view account details?
Answer:
Accounts store company information.
Resolution Steps:
1. Go to Accounts tab
2. Search account name
3. Open record
Additional Information:
Check related lists for more info.
Contact:
Admin Team
🔹 10. Contact Creation
Question:
How do I create a contact?
Answer:
Contacts represent individuals linked to accounts.
Resolution Steps:
1. Go to Contacts tab
2. Click New
3. Enter Name and Email
4. Link to Account
5. Save
Additional Information:
Ensure correct account association.
Contact:
Sales Ops
🔹 11. Schedule Meeting
Question:
How do I schedule a meeting?
Answer:
Meetings can be created using events.
Resolution Steps:
1. Go to Calendar
2. Click New Event
3. Add Title and Time
4. Add attendees
5. Save
Additional Information:
Sync with Outlook if enabled.
Contact:
IT Support
🔹 12. Opportunity Report
Question:
How do I view opportunity reports?
Answer:
Reports provide insights into sales data.
Resolution Steps:
1. Go to Reports tab
2. Select Opportunity Report
3. Apply filters
4. Run Report
Additional Information:
Customize reports as needed.
Contact:
Reporting Team
🔹 13. Dashboard View
Question:
How do I view dashboards?
Answer:
Dashboards show key metrics visually.
Resolution Steps:
1. Go to Dashboards tab
2. Select dashboard
3. View components
Additional Information:
Refresh for latest data.
Contact:
Analytics Team
🔹 14. Assign Record
Question:
How do I assign a record to another user?
Answer:
You can change the owner of a record.
Resolution Steps:
1. Open record
2. Click Change Owner
3. Select user
4. Save
Additional Information:
Ensure proper permissions.
Contact:
Admin
🔹 15. Close Opportunity
Question:
How do I close a deal?
Answer:
Update the stage to Closed Won or Lost.
Resolution Steps:
1. Open Opportunity
2. Edit Stage
3. Select Closed Won/Lost
4. Save
Additional Information:
Enter reason if lost.
Contact:
Sales Manager
🔹 16. Search Records
Question:
How do I search for records?
Answer:
Use global search to find records.
Resolution Steps:
1. Use search bar
2. Enter keyword
3. Select result
Additional Information:
Filters improve results.
Contact:
Support Team
🔹 17. Attach Files
Question:
How do I upload files?
Answer:
Files can be attached to records.
Resolution Steps:
1. Open record
2. Click Upload Files
3. Select file
4. Upload
Additional Information:
Check file size limits.
Contact:
IT Support
🔹 18. Activity Timeline
Question:
How do I view activity history?
Answer:
Activities are shown in timeline.
Resolution Steps:
1. Open record
2. Scroll to Activity section
3. View history
Additional Information:
Includes tasks and emails.
Contact:
Admin
🔹 19. Notifications
Question:
How do I enable notifications?
Answer:
Notifications can be configured in settings.
Resolution Steps:
1. Go to Settings
2. Open Notifications
3. Enable required alerts
Additional Information:
Use for real-time updates.
Contact:
IT Team
🔹 20. Password Reset
Question:
How do I reset my Salesforce password?
Answer:
You can reset your password using the login page.
Resolution Steps:
1. Go to Salesforce login page
2. Click “Forgot Password”
3. Enter email
4. Follow instructions
Additional Information:
Check spam folder for email.
Contact:
IT Support