Sales Cloud

ObjectiveResourcesKey Facts
Describe the capabilities of the Sales Cloud.Sales Cloud Product Demo
[Should / 2m /]

Hands-on Training: Get Started with Sales Cloud Administration
[Could / 2h18m /]
Components of the Sales Cloud include:
Lead Assignment Rules & Auto-Response Rules
Lead Conversion
Accounts, Contacts, Opportunities
Account & Sales Teams
Account & Opportunity Contact Roles
Forecasting & Quotas
Products, Price Books, Quotes, Opportunity Products
Campaigns: Management, Hierarchy, ROI
Describe common use cases for queues in the Sales Cloud.Queues Overview
[Should / Short /]
Queues can be used in many scenarios where it is not appropriate to assign records to an individual user.

For example, I could route all leads created via website submission to an inside sales queue. Members of the inside sales queue can then take ownership of the leads owned by the queue as their availability dictates.

To view the remainder of this content, you must purchase the Certified Administrator Study Guide.  Please Login or purchase the study guide.

90 Responses to “Sales Cloud”

  1. katezhukova December 12, 2017 at 9:14 pm #


    Does Customizable Campaign Influence affect the Campaign ROI report? Or will the Campaign ROI report only be based on Primary Campaigns, regardless of Customizable Campaign Influence? Thanks!

  2. kj85 November 22, 2017 at 6:06 pm #

    In Salesforce Orders video , it is shown that we can select price book before we can add products to the Orders. But in Dev edition, we don’t get that dropdown. I checked some forum such as like this : and it seems to be that it is a limitation ? Is that true ? if not , how to enable the option to select from multiple price books just like opportunity ?

    • kj85 November 22, 2017 at 6:17 pm #

      Never mind. I found it on how to enable the price book dropdown when adding products to orders.

  3. November 7, 2017 at 12:58 pm #

    Hi John-
    I’m setting up a Web-to-Lead Auto-Response Rule, and getting error “Error: is an invalid From email address” where is a valid User email address and the email address is in the org wide defaults. I couldn’t find anything where that is a limitation of a Dev Org / License? I have tested a few different emails and get the same result. Maybe it is not possible to use a gmail address?

    • November 7, 2017 at 1:11 pm #

      Nevermind – I figured it out – just had to verify my org wide default email address.

  4. josephpreisser November 5, 2017 at 1:06 am #

    John – just wanted to let you know, as someone who has been using Salesforce for a year and a half, my org doesn’t use Sales Cloud or Service Cloud at all (just Custom Objects in our Custom application) and your guide was perfect for me to learn those aspects of the platform. Thanks to you and your guide, I passed my admin certification on my first attempt! Thank you so much!

  5. ravi9923 October 14, 2017 at 6:19 pm #

    One add to that last post. Since the dreamforce video is somewhat dated, might be good to let folks know that the updated info is in your detailed lessons and in the actual sf documentation that you provide reference links too.

  6. ravi9923 October 14, 2017 at 6:13 pm #

    Hi John, I’ve been working on your COD site for about a week and I really like it! Your guide is very thorough and seems like you’ve really pulled together the best reference/review materials. Thanks for putting this all together. One suggestion. I just watched the Dreamforce video on Sales Cloud. It think this should be one of the very first things anyone who is new to Saleforce should watch. It’s a fantastic overview and primer for all the other lessons you have in COD. So, maybe have this in your overview module because then its less confusing when diving into the details. Thanks!

  7. brettwerner September 26, 2017 at 6:15 am #

    I just have to say, as a person 12-or so modules out of 22-or so into this….it’s an amazing investment for $40. Great information. Well done. Not perfect and no guarantee of success but a super nice collection of great steps that will help us along the path. I have not tested yet but just wanted to add that after about 50% of my way through this preparation course it’s well worth the money. Nice work John. ~Brett

  8. anurag1720 August 11, 2017 at 2:10 pm #

    Is this module part of salesforce admin certification as of summer’17 update? I see under FAQ for Spring 17 updates this section is under “Stay in touch retired and removed”. Please advise if I should be spending time to read this section for Admin certification, seems like a big section to read and understand.

    • JohnCoppedge August 29, 2017 at 12:45 pm #

      Yes this is definitely relevant – stay in touch is just one very small part (which has been removed from this section)

  9. Krishnakumar Narasimhan June 29, 2017 at 3:54 am #

    Describe the basic capabilities of the Salesforce Console: Still pointing to Winter’14 release instead of Summer’17?

  10. rits_bits June 23, 2017 at 9:36 am #

    Hi John

    Please could you let me know the material for salesforce sales cloud certification. Secondly are you regularly updating the material of this sites as per the new release as I can see lots of outdated material and the new feature missing in the content. Even the video are very old

    • JohnCoppedge June 23, 2017 at 12:21 pm #

      This material is designed for admin certification, nothing on sales cloud yet. Yes the site content is regularly updated, however, I am working on an overhaul of all content (including videos)

  11. kmkaast April 29, 2017 at 8:09 pm #

    You can map a custom lead field to a Case ?
    A. True
    B. False

  12. adubdeuce April 7, 2017 at 8:22 pm #

    Salesforce Orders Cheatsheet link doesn’t work

  13. kmkaast March 29, 2017 at 8:06 pm #

    When I convert a lead to a new account, while i am enabling feed tracking for accounts in Chatter setting. On the new account i don’t find it followed.

    • JohnCoppedge April 3, 2017 at 6:51 pm #

      Feed tracking means that you can use the chatter feed on that object- it doesn’t auto-follow the records (there’s probably an idea or a workaround out there for auto-following a converted lead though, haven’t looked myself), however.

      • kmkaast April 6, 2017 at 5:59 am #

        Thanks for your reply however what i found on

        under Chatter section :
        When you convert a lead to an existing account, you don’t automatically follow that account. However, when you convert the lead to a new account, you automatically follow the new account, unless you disabled feed tracking for accounts in your Chatter settings

        • JohnCoppedge April 6, 2017 at 4:28 pm #

          Hrm… that’s interesting. When I convert a lead in my DE org, the created account is not followed.

  14. monomitb March 21, 2017 at 4:37 am #

    Hi John,
    I am using this material for sales cloud certification as well,I recently passed the admin certification and the material really helped me,
    My question is on territory management,I am not able to delete users from a territory as I am unable to see the assigned users list in the territory detail page,am I missing something,any help would be appreciated.


  15. latibbs February 15, 2017 at 7:19 pm #

    The video on Products and Pricebooks got a little confusing towards the end. When the quantity was 2 units @ $900 each, the total opportunity was $1800. Then when he showed the scheduling function and changed the quantity to 10, the total opportunity was still $1800 (scheduled in 4 payments of $450/quarter). Shouldn’t the total opportunity have recalculated to 10 @ $900 = $9000?

    • JohnCoppedge February 15, 2017 at 11:47 pm #

      Yes I believe the opportunity total should have been re-calculated before the revenue schedule was added- @7:33 it shows the sale price of 180 per unit instead of 900 per unit (a huge discount)

  16. adriana.reyes February 6, 2017 at 5:32 pm #

    Hi John,

    Looks like the “Assign Credit for Opportunities to Multiple Campaigns with Customizable Campaign Influence (Generally Available)” link isn’t available. Also, I would recommend collapsing your comments and just having a “View Comments” button that we can expand if we need to view other’s comments so there is less page loading and also less scrolling. Just a suggestion, thanks for this site!

  17. nitzan.marinov December 22, 2016 at 1:19 pm #

    Hi John,

    It looks like the Stay-In-Touch function wil be retired in Summer ’17 –

    Was just wondering if you were aware.


  18. adjoam December 8, 2016 at 9:56 pm #

    hi john, many thanks for the guide!

    just wanted to find out where in your guide i can find material on this?: “Given a scenario, identify when to apply the appropriate sales productivity features (e.g. big deal alerts, update reminders, similar opportunities, competitors (i saw that you have covered this), team selling)”


    • JohnCoppedge December 22, 2016 at 7:16 pm #

      Great point – added deal alerts and similar opps. Update reminders are covered in the activities section

  19. cheekat November 2, 2016 at 12:50 pm #

    Great resource! Question: In the key facts section of the “Describe the lead conversion process” objective, it states that “The lead is then flagged as converted which removes the record from search results, and the lead can no longer be viewed.” Is this specific to Salesforce Classic? I.e., isn’t the converted lead record searchable in Lightning?

  20. banzaiib September 20, 2016 at 6:38 pm #

    In the “Hands-on Training” video, the host clearly states that “leads” and “cases” are the only standard objects that can be included in queues. I believe this is outdated information.

    • JohnCoppedge September 20, 2016 at 7:57 pm #

      Queues can a very limited set of standard objects (which is more than lead and case) – this video is a bit older but doesn’t have a modern replacement.

  21. lhooper August 16, 2016 at 5:02 pm #

    I work in a higher ed institution so the sales/marketing concepts are a bit foreign to me. I understand what Leads are and when they get converted, you get an Account, Contact and Opportunity records. What is an opportunity? When it’s an opportunity, does that mean there is some commitment to take part of a service or purchase a product? What is the order of the sales process? Where do campaigns/quotes/products fall into this process?

    Leads > Lead Conversion > Account, Contact, Opportunity > ???

    I’ve been through the videos and articles listed in this module, but it’s still not coming together for me. Thanks in advance.

    • JohnCoppedge August 17, 2016 at 12:52 pm #

      An opportunity represents the potential for a sale, a completed sale, or a lost sale. In education, a “sale” often represents an enrollment. A campaign is an event that leads to increasing enrollments. For example an open house might be a campaign – where you are tracking the attendees of that open house to see if they apply (convert lead to opportunity).

      Higher ed is a ‘fuzzier’ than a typical biz sales process, and can be implemented in a few different ways.

  22. grege01 April 28, 2016 at 9:00 pm #

    Per the SF Study Guide, one of the exam objectives for Sales Cloud Application section is :

    “Given a scenario, identify how to automate lead management”

    John, can you shed any light on what is meant by “automate lead management” wrt to actual questions we might see on the Exam? I guess they are referring generically to web-to-lead and things like auto-responses and assignment rules ???

    I find the Salesforce Admin/201 Certification Study Guide objectives frustratingly vague.

    (Another unknown IMHO the SF Study Guide document is while there is NO specific mention of various SF licensing and Editions, I’ve heard here and elsewhere there are exam questions on that topic as well…)

    • JohnCoppedge April 29, 2016 at 1:02 am #

      Yes you’re on the right track- that would be lead assignment, auto response, campaigns, etc.

      A good part of the goal with CoD is to bring clarity and efficiency to what you’re studying! 🙂

  23. al363523 April 6, 2016 at 2:29 pm #

    Hi John,

    An objective in the SF study guide for Sales Cloud Application is: ‘Given a scenario, identify when to apply the appropriate sales productivity features in both SF Classic and Lightning Experience’

    Do you have an material to help meet this objective?


    • JohnCoppedge April 10, 2016 at 10:48 pm #

      Yep – lightning experience is addressed in the user interface section and sales cloud features are addressed in this section. I’ll double check to see if anything needs to be moved or added to this section to create parity between study guides.

  24. Chloe Taylor April 4, 2016 at 10:05 am #

    Hi John, could I use this as a basis to study for the Sales Cloud certification? Or can you suggest some other resources to help me with my study?

    • JohnCoppedge April 10, 2016 at 10:19 pm #

      Hi Chloe – these resources may help with the Sales Cloud exam but it won’t be comprehensive. Check out SalesforceBen’s site- he has some resources for Sales Cloud

  25. February 5, 2016 at 4:00 am #

    Hi john,
    What is the relationship between (web-to-lead) and (queue members)?
    Is that many to many ?
    as i m thinking 1 lead can have many members associated with it , and 1 member can have multiple leads assigned to him…
    And if it is many to many then what is the junction object in there?


    • JohnCoppedge February 5, 2016 at 4:25 am #

      A lead is assigned to a single queue. Users can be assigned to multiple queues.

  26. February 5, 2016 at 3:32 am #

    Hi John,
    What is the relationship between account and contact…is that 1 to many ?

  27. Hariharan Ramalingam December 25, 2015 at 1:21 am #

    Is there a limit on how many Rule Entries or Conditions can be added under one Lead Assignment Rule?

    • Hariharan Ramalingam December 25, 2015 at 1:24 am #

      Posted under incorrect section, please ignore

  28. jsobrien December 11, 2015 at 12:37 am #

    Hi John,
    in the assigning and selecting pricebook section, it states that products can be added to opportunities and quotes. In the misc resource section it only mentions adding products to opportunities.

    Am I correct in understanding that the product is added to a quote by default when creating the quote from the related list on the opportunity ?


    • JohnCoppedge December 22, 2015 at 9:13 pm #

      Yes that will happen by default. You can also sync the quote line items back to the opportunity.

  29. shunt November 25, 2015 at 6:05 pm #

    Hi John –
    The link to the Hands-On: Configuring a Campaign for Success video isn’t working. It says that this video has been removed by the user.

  30. ivan.vlasyuk August 11, 2015 at 12:47 pm #

    FlashCards for Sales Cloud knowledge check:

  31. Veronica Gomes July 13, 2015 at 7:20 pm #

    I did the exam Sales cloud and not spent, as this material can help me? Or is designed only for Admin?

    Thank you

    • JohnCoppedge July 15, 2015 at 7:03 pm #

      This guide is designed for the admin cert, I don’t have one for Sales Cloud yet!

  32. ivan.vlasyuk July 9, 2015 at 9:04 am #

    For question “Describe how to perform email marketing within” may also consider mentioning MailChimp integration:
    Email Marketing Solutions for
    [Should / Short /]

  33. jorgereis July 2, 2015 at 12:19 am #

    Mass Stay in Touch video is no longer available

  34. Dorothy Narvaez June 24, 2015 at 10:02 pm #

    Hi Jon! not sure if its just today – but it seems the Mass Stay in touch you tube video is gone? “This video is no longer available because the uploader has closed their YouTube account.” 🙁

  35. Matej Blatnik June 18, 2015 at 10:56 am #


    I am creating a fictional opportunity and adding products to it. I selected 5 products from a pricebook with discount applied, but an additional product is listed in the standard pricebook only. If I want to choose product from standard pricebook, it prompts that products from the “discount pricebook” will be removed in this opportunity record. How do i go about that? Can one opportunity be associated with only one price book?

    Thank you in advance.


    • JohnCoppedge June 23, 2015 at 8:44 pm #

      Correct, one price book per opportunity. There is an idea in the works – definitely worth a vote: Also note the verbiage above when you choose select price book “Select a price book for this opportunity. You can add products only from a single price book. Changing a selected price book will delete all existing products from this opportunity.”.

      This can be done fairly easily with third party quoting tools (like Apttus CPQ).

  36. MikeSabel May 26, 2015 at 11:10 pm #

    John, really happy to have found your site. It’s a great value. I was wondering if there is a possibility of you aggregating links to the exercises and scenarios for the course and listing them out. I’m thinking that the 2 or 3 days preceding the exam, it would be nice to redo each exercise and scenario in rapid succession. Seems like you do a quite lot already for this site so wouldn’t want this if it was a lot of work for you. Thanks.

    • JohnCoppedge June 23, 2015 at 8:39 pm #

      Hi MIke – a neat idea, but probably not something I would pursue short term. Site setup would take a bit of work, and this is something that you can get to (obviously with a few more clicks), so the time is probably better off spent improving the content. Thanks for the idea though!

  37. thiru kannegandla April 22, 2015 at 5:24 am #

    Hi John,

    Few days back , I have purchased this study guide and this is really awesome. Thanks for putting all the info in one place. I worked for Siebel CRM applications (Sales-Service & Mktg) for around 10 years and working on SFDC apps from the past 2 years. Along with ADM-201, I am planning to get sales cloud and service cloud certifications. Do you think , below approach is sufficient to complete Sales Cloud and Service cloud certification? Please let me know if any additional preparation required.
    1)Watch & Read all the info on sales cloud and service cloud pages on this
    2)Do some practice on sales cloud and service cloud trail versions and explore the out of the box SFDC functionalities.
    3)Understand the questions in a logical way as you described one of your posting. (I feel that is more important point to pass the certifications..!!!)

    • JohnCoppedge April 22, 2015 at 9:19 pm #

      Probably – you will need to explore the sales cloud material in more depth than what is listed here, but ultimately I think that is a solid approach. If you have premiere training, make sure to use that as well as the sales cloud materials there will help.

  38. Colleen McCarthy March 23, 2015 at 4:36 am #

    The opportunity splits video doesn’t seem to be working anymore from that link (I get a server error). I found this video though:

  39. Jai Patel January 13, 2015 at 10:14 am #

    Hi John. Found this video on campaigns by Alex Zarowny to be quite useful.

  40. Yogesh Kshatriya January 2, 2015 at 5:16 am #

    Hi John,
    Whether “Stay in Touch” is still a valid functionality in SalesForce? I can’t find it anywhere.

  41. Sai Srinivasan August 13, 2014 at 5:58 pm #

    Hi John,

    The following is a key fact from Define the capabilities of Products and Pricebooks section.

    //At least one price book must be active in order to add products to an opportunity or quote//

    I had two price books, Standard and Test. I de-activated both of them. Created a new opportunity and CAN add a product to the opportunity even though both both my price books are in-active. Am I missing something here? Please clarify.


    • Sai Srinivasan August 14, 2014 at 5:47 am #

      Hi John

      To add more, after adding an active price book to a product you can de-activate the price book in the price book tab. However that price book is still active in the product related list even after the price book is de-activated in the price book tab. We could add this product to an opportunity though the base price books are in-active, but active in the product itself. Some clarity on this would help.

      • JohnCoppedge August 19, 2014 at 3:40 pm #

        To add products to an opportunity, the opportunity needs to be associated to a price book.

        To associate a price book to an opportunity, the price book has to be active (at the time of association).

        Therefore if you associate an opp to an active price book, then deactivate the price book, it wouldn’t surprise me that you could add additional products. Does that clarify?

  42. Algy George August 12, 2014 at 3:50 pm #

    The Quotes object doesn’t have a standard object tab and doesn’t support custom object tabs.
    is that right John?

  43. anusha pudota August 12, 2014 at 2:39 pm #

    Hi John,

    I recently took ADM 201 exam, but did not pass though. Your guide is very helpful that I could at least understand what is being asked in the exam(I am new to Salesforce). I am planning to attempt it one more time by preparing with more caution.
    I got a question in exam like this:
    The leads coming from different countries should receive different email responses (select one answer). In options, 2 were obvious wrong answers, but the other 2 were:
    1. Create assignment rules and attach separate email templates.
    2. Create auto-response rules and attach separate email templates.
    What could be the answer? I know that auto response is for sending specific emails to different categories of leads, but assignment rules are used to direct leads coming from different places to their respective queues and also assignment rules have an option to attach email templates. I got confused! Please clarify. Thank you

    • Sai Srinivasan August 12, 2014 at 6:43 pm #


      I believe the answer is #2. Please see below what Auto Response rules can do. I have pasted this from the key facts from section above. Auto response rule not only sends specific e-mails to different lead categories but can determine which e-mail template to send. Hope this helps!

      //Lead auto-response rules determine which email template is sent in reply to a web-to-lead form submission (assuming the standard email field is captured).//

    • JohnCoppedge August 13, 2014 at 2:41 am #

      Bummer Anusha. Congrats on making the effort and having tenacity – you’ll get there! I hear from plenty of people that fail on their first attempt and don’t understand why – hopefully this site can help point you in the right direction.

      I believe the correct answer in this case would be auto-response rules. The lead assignment rule would only manage the lead owner, while the auto response rule would select the email template that is sent to the prospect.

      The question is asking how you would configure different email responses (auto response rules) – not how to assign/route leads based on country to a specific user or queue (assignment rules).

      Hope that helps!

      • anusha pudota August 13, 2014 at 4:01 pm #

        Thank you John! Yes this site is a big help, otherwise it is hard to find proper material for ADM 201 certification anywhere else, and enrolling in Salesforce certification training program is out of question. I was pretty confident about cracking the exam. But after I am done with it, I understood that I am only half good in it 🙂 Everything that is listed in the sections, whether it is Must/Should/Could are all worth a ‘MUST’. Especially while answering multi-select answers, one answer was a sure shot, but unable to decide on another one. Anyways, I will give it another try. Thanks again.

  44. Karina Homme January 7, 2014 at 4:57 am # new video from DF13 on sales cloud

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