Elevate Your Salesforce Expertise With Targeted Practice Scenarios

Welcome to a focused exploration of Salesforce practical scenarios, the secret sauce to mastering this dynamic CRM platform. In this blog post, we’ll dive into the heart of effective Salesforce practice by providing targeted scenarios designed to enhance your skills and boost your confidence. Let’s embark on a journey of hands-on learning that will propel your Salesforce expertise to new heights.

Scenario 1:

Company Overview

ABC Corporation, a growing technology company, wants to streamline its employee onboarding process using Salesforce. The HR department needs a system that can track employee information and automate certain tasks during the onboarding process.

Requirements

1. Custom Object:

• Create a custom object named “Employee Onboarding.”
• Include the following fields:
• Employee Name (Text)
• Employee Email (Email)
• Position (Picklist with values: “Software Engineer,” “Data Analyst,” “Product Manager”)
• Start Date (Date)
• Onboarding Status (Picklist with values: “Pending,” “In Progress,” “Completed”)
• Employee ID (Auto Number)

1. Automation — Initial Status:

• When a new “Employee Onboarding” record is created, set the default value of “Onboarding Status” to “Pending.”
• Please send an email notification to the HR department, notifying them of a new employee onboarding request.

1. Automation — Update Status:

• When the “Start Date” is reached, automatically update the “Onboarding Status” to “In Progress.”
• Notify the employee via email that their onboarding is in progress.

1. Automation — Completion:

• When the “Onboarding Status” is updated to “Completed,” send a congratulations email to the employee.
• If the “Position” is “Software Engineer,” assign the employee to a Chatter group named “Software Engineers.”

Additional Information

• The email templates for notifications and congratulations are already created in Salesforce.
• The Chatter group “Software Engineers” already exists.
• Employee IDs should follow the format “EMP-XXXX,” where XXXX is a unique number.

Instructions

1. Create the custom object and fields as specified.
2. Configure Process Builder to handle the initial status, status update, and completion automation.
3. Test the entire onboarding process by creating a sample “Employee Onboarding” record.

Scenario 2:

Company Overview:

XYZ Corporation, a customer-centric organization, wants to implement a system in Salesforce to manage and track customer feedback. They aim to streamline the process of capturing feedback from customers and automatically escalating critical issues to the support team.

Requirements:

1. Custom Object:

• Create a custom object named “Customer Feedback.”
• Include the following fields:
• Feedback Type (Picklist with values: “Positive,” “Neutral,” “Negative”)
• Customer Name (Lookup to the Contact object)
• Feedback Details (Text Area)
• Feedback Date (Date)
• Status (Picklist with values: “Open,” “In Progress,” “Closed”)
• Escalation Level (Formula Field based on Feedback Type: If the Feedback Type is “Negative,” set Escalation Level to “High”; otherwise, set it to “Low”)
• Feedback ID (Auto Number)

Automation — Initial Status:

• When a new “Customer Feedback” record is created, set the default value of “Status” to “Open.”
• If the “Escalation Level” is set to “High,” automatically assign the feedback to the support manager.

Automation — Update Status:

• When the “Feedback Type” is updated to “Negative,” automatically escalate the “Escalation Level” to “High.”
• If the “Status” is updated to “Closed,” send a thank-you email to the customer.

Automation — Support Manager Assignment:

• When a feedback record is assigned to the support manager, send an email notification to the manager.
• If the “Escalation Level” is “High,” mark the email as urgent.

Additional Information:

• The email templates for notifications and thank-you messages are already created in Salesforce.
• Support managers are identified by a custom field on the User object called “Support Manager” (Checkbox).
• Feedback IDs should follow the format “FB-XXXX,” where XXXX is a unique number.

Instructions:

1. Create the custom object and fields as specified.
2. Configure Process Builder to handle the initial status, status update, and escalation automation.
3. Test the entire feedback management process by creating a sample “Customer Feedback” record.

Scenario 3:

Company Overview: PQR Incorporated, a dynamic organization, aims to enhance its leave request management process using Salesforce. The goal is to implement a system that efficiently tracks and manages leave requests while providing detailed insights through reports.

Leave Request Management:

Leave Request Object:

• Create a custom object named “Leave Request.”
• Include the following fields:
• Employee Name (Lookup to the User object)
• Leave Type (Picklist with values: “Vacation,” “Sick Leave,” “Personal Leave”)
• Start Date (Date)
• End Date (Date)
• Leave Status (Picklist with values: “Submitted,” “Approved,” “Rejected,” “Cancelled”)
• Reason (Text Area)
• Manager Approval (Checkbox)
• Days Requested (Formula field calculating the number of days between Start Date and End Date)
• Remaining Leave Balance (Formula field calculating remaining leave balance based on the leave type and previous approvals)

Automation — Leave Request Submission:

• When a new “Leave Request” record is created, set the default value of “Leave Status” to “Submitted.”
• Notify the employee via email that their leave request has been received.

Automation — Manager Approval:

• Implement an approval process for leave requests.
• If the “Leave Type” is “Vacation” and the requested days exceed the remaining balance, automatically reject the request.
• Notify the employee of the approval or rejection decision via email.

Automation — Leave Cancellation:

• Users can cancel their leave requests by updating the “Leave Status” to “Cancelled.”
• Notify the employee via email that their leave request has been canceled.

Reports and Dashboards:

• Create a report that shows all leave requests, including their status and details.
• Build a dashboard that provides an overview of leave requests by type, approval status, and remaining leave balances.

Additional Information:

• The organization operates on a calendar year for leave calculations.
• Employees have a predefined leave entitlement for each type (e.g., 15 days of vacation, and 10 days of sick leave).
• The leave balance is recalculated at the beginning of each calendar year.

Instructions:

1. Create the “Leave Request” custom object and fields.
2. Set up an approval process for leave requests using Salesforce Approval Processes.
3. Configure Process Builder to handle leave request submission, manager approval, and cancellation.
4. Create reports to analyze leave requests based on various criteria.
5. Build a dashboard to provide a visual overview of leave-related insights.

Scenario 4:

LMN Corporation is looking to optimize its claims reimbursement process using Salesforce. The company aims to efficiently handle employee reimbursement requests, ensure compliance with policies, and gain insights through comprehensive reports.

Claims Reimbursement Management:

Reimbursement Request Object:

• Create a custom object named “Reimbursement Request.”
• Include the following fields:
• Employee Name (Lookup to the User object)
• Expense Type (Picklist with values: “Travel,” “Meals,” “Others”)
• Expense Amount (Currency)
• Expense Date (Date)
• Reimbursement Status (Picklist with values: “Submitted,” “Approved,” “Rejected,” “Paid”)
• Receipt Attachment (File Attachment)
• Manager Approval (Checkbox)
• Finance Approval (Checkbox)
• Comments (Text Area)

Automation — Reimbursement Submission:

• When a new “Reimbursement Request” record is created, set the default value of “Reimbursement Status” to “Submitted.”
• Notify the employee via email that their reimbursement request has been received.

Automation — Manager Approval:

• Implement an approval process for reimbursement requests involving the employee’s manager.
• If the “Expense Amount” is more than $500, automatically set the “Manager Approval” checkbox to false and escalate the request to the Finance department.
• Notify the employee of the approval or rejection decision via email

Automation — Finance Approval:

• Implement a secondary approval process involving the Finance department.
• If the “Manager Approval” checkbox is false, escalate the request to the Finance manager.
• Notify the employee of the final approval or rejection decision via email.

Automation — Reimbursement Payment:

• Upon Finance approval, update the “Reimbursement Status” to “Paid.”
• Notify the employee that their reimbursement has been processed and the payment is on its way.

Reports and Dashboards:

• Create a report that shows all reimbursement requests, their status, and details.
• Build a dashboard that provides an overview of reimbursement requests by type, approval status, and total reimbursement amounts.

Additional Information:

• The company has predefined policies specifying maximum reimbursement amounts for each expense type.
• The Finance department includes multiple approvers, and any one of them can approve the request.

Instructions:

1. Create the “Reimbursement Request” custom object and fields.
2. Set up two approval processes for reimbursement requests — one for manager approval and another for Finance approval.
3. Configure Process Builder to handle reimbursement submission, manager approval, Finance approval, and reimbursement payment.
4. Create reports to analyze reimbursement requests based on various criteria.
5. Build a dashboard to provide a visual overview of reimbursement-related insights.

Scenario 5: HR Management System Requirements

Job Opening Object:

• Create a custom object named “Job Opening.”
• Include the following fields:
• Job Title (Text): Title of the job opening.
• Department (Picklist): Department for the position (e.g., Sales, Marketing, IT).
• Hiring Manager (Lookup to User): The manager responsible for the hiring process.
• Job Description (Long Text): Detailed description of the job responsibilities.
• Approval Status (Picklist): Status indicating whether the job opening is approved (e.g., Draft, Approved).
• Create a Validation Rule named “Hiring Manager” field is not blank .”
• Ensure that the “Hiring Manager” field is not blank when the job opening status is set to “Approved.”
• Create an Approval Process named Job Opening Approval.
• Entry Criteria:
• Job Opening Approval Status equals “Draft.”
• Submit for Approval:
• Submits the job opening for approval by the designated approver (e.g., HR Manager).
• Approval:
• HR Manager approves the job opening, updating the Approval Status to “Approved.”

Candidate Object:

• Create a custom object named “Candidate Object.”
• Include the following fields:
• Job Opening (Lookup to Job Opening): Relates the candidate to a specific job opening.
• Candidate Name (Text): Full name of the candidate.
• Resume (File Attachment): Attachment for the candidate’s resume.
• Interview Date (Date/Time): Scheduled date and time for the candidate’s interview.
• Status (Picklist): Candidate status in the hiring process (e.g., Applied, Interviewed, Selected).
• Creating a Validation Rule named “Interview Date” is not in the past.
• Ensure that the “Interview Date” is not in the past.

Onboarding Task Object:

• Create a custom object named “Onboarding Task.”
• Include the following fields:
• Task Description (Text): Description of the onboarding task.
• Assigned To (Lookup to User): Specifies the user responsible for completing the task.
• Due Date (Date): Deadline for completing the task.
• Status (Picklist): Indicates the task status (e.g., Not Started, In Progress, Completed).
• Create a Validation Rule named “Due Date” is not in the past.
• Ensure that the “Due Date” is not in the past.
• Create an Approval Process named Onboarding Approval.
• Entry Criteria:
• Employee Status equals “Hired.”
• Submit for Approval:
• Initiates the onboarding approval process.
• Approval:
• HR Manager approves the onboarding, updating the Employee Status to “Onboarded.”

Conclusion

In essence, a well-designed system, supported by automation and insightful reporting, empowers organizations to operate more efficiently, make informed decisions, and adapt to changing needs. The principles outlined in these requirements can be applied broadly to various business processes, emphasizing the importance of customization, automation, and user-centric design in Salesforce implementations.

Originally published at https://amansfdc.com on November 27, 2023.