ADM-201 · Question #90
Ursa Major Solar has the following environment and requirements: Critical, high-priority accounts have an assigned District Manager, Sales Representative, Inside Sales Representative, and Customer…
The correct answer is D. Log a separate task, call, or activity on the account. To track customer interactions, prevent duplicate contact on critical accounts, and enable reporting, the administrator should instruct users to log distinct tasks, calls, or activities directly on the account record.
Question
Ursa Major Solar has the following environment and requirements:
- Critical, high-priority accounts have an assigned District Manager, Sales Representative, Inside
Sales Representative, and Customer Service Representative.
- The Sales Manager wants to prevent these accounts from being inadvertently contacted more
than once on the same day.
- The Sales Manager wants to report on various customer interactions.
How should the administrator fulfill these requirements?
Options
- ALog a case on the account.
- BEnter comments into the notes section on the account.
- CPost customer interactions in Chatter on the account.
- DLog a separate task, call, or activity on the account.
How the community answered
(40 responses)- A8% (3)
- B5% (2)
- C13% (5)
- D75% (30)
Why each option
To track customer interactions, prevent duplicate contact on critical accounts, and enable reporting, the administrator should instruct users to log distinct tasks, calls, or activities directly on the account record.
Logging a case is typically for tracking customer issues that require resolution, not for general customer interactions like calls or meetings.
Entering comments into the notes section is unstructured and difficult to report on consistently, making it ineffective for preventing duplicate contact or comprehensive reporting.
Posting customer interactions in Chatter is good for collaboration and informal updates, but it is not a structured way to track every interaction for reporting or to formally prevent duplicate outreach in the way that activities are.
Logging separate tasks, calls, or activities directly on the Account record provides a structured way to record each interaction, including details like date, time, and type. This granular logging allows for reporting on all customer interactions and helps team members see previous contacts, preventing inadvertent duplicate outreach.
Concept tested: Tracking customer interactions with Activities
Source: https://help.salesforce.com/s/articleView?id=sf.activities_parent.htm&type=5
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