Account and Contact Management – 12%
- Identify use cases and design considerations for social accounts and contacts
- Explain how the ownership of account and contact records drive visibility of related sales information such as opportunities, activities, etc
- Explain the various methods for establishing relationships between accounts and contacts
- Explain the impact of having an account hierarchy
- Explain the methods for populating and maintaining account and contact data using data enrichment tools
Activating Social Accounts and Contacts
Setup> Social Accounts and Contacts
Enable Twitter and Facebook if you want
Go to Account
Click on the Facebook icon that displays below the account name
Authorise Facebook to connect with Salesforce instance
Click Twitter icon beneath account name
Authorise Twitter to connect with Salesforce instance
Now you can associate an account record or contact record with Facebook and Twitter
Account and Contact Ownership and Visibility Considerations
Enable enhanced profile user interface in User Interface. Permissions divided into System and App permissions.
Go to sharing settings to check organisation wide defaults for Accounts and Contacts. You want sharing settings to be more restrictive at the base of the security model and then open up access with sharing rules etc. You may want to consider setting Account and Contract to private and Contact to controlled by parent. Account and Contract org-wide defaults have far-reaching consequences.
Reassigning an account will then reassign its related cases, opportunities, contacts etc.
Enable login as other users in login access policies.
Sharing rules – when to use them and why
Get to sharing rules in setup menu > sharing settings. Same as organisation-wide defaults.
Use sharing rules to open up access. May want to do it if you set an org-wide default to private.
Sharing rules define exceptions to org-wide sharing settings for defined sets of users.
Based on record owner. Select which records to be shared. Owned by members of public groups / roles / roles and subordinates. Select the users to share with.
Based on criteria.
Sharing button allows you to share records manually. Pressing the button will show you who has access to that record.
Exam guide test question #3
Private sharing model
Sales Executive reporting to Sales Manager
Sharing rule allowing access to all Accounts and Opportunities for finance team
Associating a Contact to Multiple Accounts, Contact Roles, and Duplicate Roles
Go to Setup -> Account Settings. Allow users to relate a contact to multiple accounts.
Account contact roles only supported in classic. Not to be confused with Account team.
Duplicate and matching contact rules. Activate matching rule before duplicate rule.
Implementing Account Hierarchy and It’s Impact
Must enable account hierarchies?
Object manager > accounts > hierarchy columns.
You can do roll-up summaries on account hierarchies.
Data.com for Data Enrichment
Upgrade for additional cost. Licenses in company information page. Assign data.com license to users.
Data.com has data about accounts, contacts etc and you can sync your org to it.
Get more contacts button will pull in contacts for account from data.com.
Implementing Person Accounts
Contact Salesforce to enable person accounts. You must log a case.
Once you have enabled person accounts you can’t disable it later
The Account Hierarchy displays the relationship between accounts and you can specify a parent account on another account record to place it under the parent in the hierarchy
You can associate a single contact record with multiple accounts