Salesforce Scenario Based Questions 2025

This article concerns real-time and knowledgeable Salesforce Scenario-Based Questions 2025. It is drafted with the interview theme in mind to provide maximum support for your interview. Go through these Salesforce Tower Scenario-Based Questions 2025 to the end, as all scenarios have their importance and learning potential.📌

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Disclaimer:
These solutions are based on my experience and best effort. Actual results may vary depending on your setup. Codes may need some tweaking.

1. A sales lead from India is assigned to a US rep who calls them at midnight. How would you solve this in Salesforce?

Use Lead Assignment Rules to auto-route leads based on geography/time zone.
Configure rule criteria using lead’s country field (e.g., “Country = India”).
Assign to a queue or user working in the Indian time zone.
This improves customer satisfaction by ensuring timely and relevant outreach.

2. A laptop buyer raises a complaint and expects a technician within 24 hours. How would you support this in Salesforce?

Use the Service Cloud to capture cases automatically via web/email/call.
Define entitlement processes and milestones for SLAs (e.g., 24-hour resolution).
Use case assignment rules to allocate the right technician.
Track field service using Field Service Lightning if on-site visit is needed.

3. You’re asked to add an Aadhar field to a lead form. How do you approach it?

This is a configuration task — no code needed.
Use Object Manager to add a custom field on the Lead object.
Place it on the layout via Lightning App Builder.
Ensure validation rules (e.g., 12-digit format) if needed.

4. A business wants to auto-categorize companies based on turnover into Bronze/Silver/Gold. What’s your approach?

Use formula fields or workflow rules under low-code configuration.
Example formula: IF(Turnover__c < 1Cr, "Bronze", IF(Turnover__c < 10Cr, "Silver", "Gold")).
This categorization happens dynamically during data entry or update.

5. Your company needs to build a full insurance claim app with 5 steps including third-party validation. Can you do this with low-code?

No — this is a customization (pro-code) scenario.
Requires custom Apex classes, Lightning Components, and API integration.
Logic like damage assessment & payout calculations must be hardcoded.
May involve platform events or external service calls.

6. A customer wants to buy a laptop but has no company to mention. Salesforce throws a validation error. How do you fix it?

By default, Salesforce expects B2B data (account + contact).
Enable Person Accounts to support B2C use cases.
Person Accounts combine account and contact into one — ideal for individual consumers.
Configuration step via Salesforce support or setup options.

7. How do you model a marketing campaign like Tata’s car launch with print and mall-based promotions?

Use Campaigns in Salesforce to manage parent and child promotions.
Create a Parent Campaign for the car launch.
Add child campaigns (Print Media, PR Show, etc.) with start/end dates and budgets.
Link leads or contacts to campaigns for tracking ROI.

8. A manager asks if we can capture expense headers and calculate credit/debit balances inside Salesforce. Is that possible?

Yes — Salesforce can support non-CRM custom apps like expense tracking.
Use custom objects for expenses, fields for headers/amounts/type.
Use roll-up summaries or formula fields for total balances.
This is configuration, unless advanced workflows/calculations are needed.

9. What is the difference between configuration and customization in Salesforce?

Configuration: No code/low code using built-in tools (fields, flows, formulas).
Customization: Requires Apex code, triggers, Lightning Components, APIs.
Example: Adding a field is config; integrating claim approvals with external API is customization.

10. A fintech firm wants to onboard users fully digitally. How can Salesforce support this compared to SBI’s offline model?

Use Experience Cloud to build digital front-ends.
Allow users to upload documents, capture selfies via mobile.
Use Flows, auto-approvals, and CMS integration for KYC.
This replaces manual data entry with self-service portals.

11. How would you automate case creation when a customer emails support?

Use Email-to-Case or On-Demand Email-to-Case setup.
Configure routing address and mapping rules to populate case fields.
Use Assignment Rules to assign to proper queue or agent.
Enhance with Auto-Response Rules to send immediate acknowledgment.

12. A customer’s selfie and ID get stored in two systems—how can you auto-attach them to their record?

Use Files or Attachments in Salesforce to accept uploads via Experience or Flow.
Use Record-Triggered Flow to move files into proper contact records.
Or integrate using CMS API to automatically link files.
Entirely done through low-code configuration.

13. Sales reps complain that they must manually calculate commission tiers for each deal. How would you solve?

Use Flows or Process Builder to calculate commission percent based on deal size.
Store calculated values in custom fields (e.g. Commission__c).
Consider using Apex Trigger if calculations become too complex.
Dashboard commissions with Reports and Dashboards.

14. A lead is captured via the web but duplicates an existing contact—how to prevent duplicates?

Enable Duplicate Management with matching rules on Lead/Contact.
Use standard or custom Matching Rules (email, phone).
On duplicate detection, either block or allow with alert.
Provide merge paths or alerts to reps in Lightning.

15. You need to build a custom UI for claims processing with multiple pages—how to start?

Use Lightning App Builder + Lightning Record Pages.
Build multi-step flows with Screen Flows for claim stages.
If UI needs custom behavior, develop Lightning Web Components (LWC).
Tie UI to Apex controllers to fetch and save claim data.

16. The service team wants to SMS customers for updates. How to implement?

Integrate with an external SMS provider (like Twilio) via Apex REST or Platform Events.
Use Outbound Message or callout in Flow/Apex.
Capture responses via Inbound SMS webhook, create/attach to case.
Entire process requires customization with code.

17. Sales wants geo-based routing for each country. How do you build it?

Add a Country Code custom field to lead/contact objects.
Create Assignment Rules based on country.
For more complex logic, use a before-save Trigger or Flow.
Send leads to country-specific queues or users.

18. You want to ensure data security—certain fields should only be visible to managers. What’s your approach?

Use Field-Level Security via Profiles or Permission Sets.
Restrict access at the layout or field level.
Optionally implement Shield Platform Encryption if needed.
Audit changes via Field Audit Trail or Reports.

19. You need to sync product prices from an external ERP daily. How would you do this?

Schedule Apex Batch job to pull data from external service.
Map ERP fields to Salesforce Product2 and PricebookEntry.
Use Named Credentials for secure callouts.
Maintain logs and send alerts for failed updates.

20. Field service agents need mobile offline mode. How would you support this?

Implement Salesforce Field Service Lightning.
Set up Service Territories, Work Orders, and Mobile Profiles.
Enable Offline Sync features in the Field Service Mobile App.
Configure using low-code tools.

21. Marketing wants to send personalized follow-ups based on campaign engagement. Where would you implement this?

Build Automation in Marketing Cloud or Pardot using Engagement Studio.
If using CRM-only, use Process Builder or Flow to check campaign member status.
Send personalized Email Alerts or Notifications via Flow/Apex.
Track engagement through custom fields.

22. A business unit needs a completely separate sales app. Can they get it within a single org?

Yes—use App Manager to create a custom Lightning App.
Customize Navigation Items, Page Layouts, and Record Types.
Control access via Profiles and Permission Set Groups.
No code or configuration beyond standard tools.

23. You need to flag high-priority claims automatically when damage exceeds a threshold. How?

Use Record-Triggered Flow with Entry condition (e.g., Damage__c > 10000).
Assign High Priority and send notifications to the case team.
No Apex needed—purely config with automation builder.

24. Data entry errors in Aadhar numbers are high. How would you prevent this?

Add a Validation Rule on Lead/Contact to enforce 12-digit numeric format.
Provide UI error messages for incorrect entries.
Optionally add formatting (dash grouping) via Formula Field.
Low-code configuration.

25. A business requires custom logic in the sales process before closing an opportunity. Apex or Flow?

Medium complexity suggests using Before-Save Flow or Record-Triggered Flow.
If logic includes external API calls, use Apex Trigger.
Opt for configuration first; upgrade to code only when needed.

26. How would you test and deploy your changes from sandbox to production?

Develop in Sandbox environment.
Use Change Sets, ANT Migration Tool, or Unlocked Packages.
Validate in Partial/Full Sandbox.
Run Apex Test Classes (≥75%) before deployment.

27. Management needs to report on status of damages validated by third-party agencies. How?

Create Custom Objects for Claim and Validation.
Use Master-Detail Relationship to link records.
Report on Validation Status and Claim Amounts.
Build Report Charts and add to a Lightning Dashboard.

28. The mobile app hides some custom fields—how do you surface them?

Edit Mobile Navigation in App Manager.
In Object Manager, adjust Compact Layouts and Page Layouts.
Control visibility using Field-Level Security and Profiles.

29. Sales reps complain their Leads list is cluttered. How to clean up the UI?

Create List Views with filters (e.g., My Open Leads).
Use Queues to separate by region or product.
Build a custom Lightning Page with components/prompts.
All done via configuration tools.

30. You must integrate Salesforce with a third-party insurance API for claim validation. How?

Develop Apex Invocable Class triggered by Flow or Apex on Claim record.
Use Named Credentials and Auth Provider for secure API calls.
Parse JSON response and update claim record or create tasks.
Write Test Classes to achieve coverage.

31. A marketing user needs to export campaign cost vs ROI. What’ll you do?

Create a custom Campaign custom object to track cost and revenue.
Build a Report Type for Campaign with custom fields.
Create Summary Reports or Joined Reports to compare values.
Add charts to a Dashboard for visual tracking.

32. How can you ensure certain users can log in only during business hours?

Use Login Hours settings on Profiles.
Optionally build Login Flow to display warnings or enforce conditions.
Configuration-only setup.

33. A user duplicates an account when creating a new contact—what’s your solution?

Define Matching Rule and Duplicate Rule on Account.
Prompt or block duplicates during Contact creation.
Provide a merge link to avoid data fragmentation.

34. Marketing wants a drip campaign that adjusts based on lead activity. Where do you build it?

Use Marketing Cloud or Pardot specifically for targeted drip automation.
For CRM only, combine Record-Triggered Flow with Decision elements.
Or leverage Einstein Engagement Scoring if available.

35. A visualforce page is not responsive in mobile. How do you fix it?

Replace it with a Lightning Web Component using SLDS.
Or wrap it in a Lightning App Page with responsive containers.
Better to migrate off legacy VF for mobile.

36. You must validate claims percentages via complex rules before save—config or code?

If rule logic is multi-step, build a Record-Triggered Flow with Decision paths.
Use Apex Trigger only if extremely complex or performance-sensitive.
Lean config first.

37. How would you build a dashboard where managers see all claims older than 48 hrs?

Create a Custom Report with filter “CreatedDate ≤ LAST_N_DAYS:2”.
Add summarization by Owner or Territory.
Add chart to Dashboard using Dashboard Builder.
All configuration-based.

38. The organization wants to track file changes for claims attachments. Can they?

Use ContentDocumentLink and Feed Tracking to audit file actions.
For deeper requirements, implement Apex Trigger on Attachment or DocumentLink.
Or subscribe to File Upload events.

39. A developer created a trigger that slows down opportunity saves. How would you diagnose?

Use Debug Logs or Developer Console to trace execution.
Check for SOQL in loops or inefficient code.
Refactor into bulkified Apex code or replace with Flow if possible.
Write test classes to simulate bulk operations.

40. Sales wants to see only deals expected to close this month on their homepage. How?

Create a List View or a Lightning Home Page component (e.g., “Opportunities Closing This Month”).
Filter Opportunity Stage = ‘Negotiation’ & CloseDate THIS_MONTH.
Expose via App Builder—no code required.

41. A partner portal needs to expose custom claim records securely. How do you implement?

Use Experience Cloud (Partner Portal).
Expose custom object through Sharing Sets or Partner Sharing Rules.
Configure page layouts, tabs, and security.
Include code only if complex logic/API calls needed.

42. You’re told to enable account hierarchy visualisation with parent-child links. What do you configure?

Add a Parent Account lookup on Account.
Enable and display the Account Hierarchy component on the Lightning Page.
This feature is native; no coding needed.

43. Management wants to migrate all customizations to a new production org. How?

Retrieve metadata with SFDX, ANT, or Change Sets.
Promote standard objects, fields, Flows, Apex, and Profiles to target org.
Validate via Deployment Validation and run tests.
Plan for post-deploy Data Load or Settings Migration.

44. A service engineer needs to log time and parts used onsite. What’s your strategy?

Use custom Child Object under Work Order (or Case).
Expose fields like Hours, Parts, Cost.
Summarize data using roll-up summaries or Flow.
If offline access needed, use Field Service Lightning.

45. A mobile user complains the Claim UI is too wordy. How would you simplify for mobile?

Analyze UI in Mobile Compact Layouts.
Customize Mobile Cards to show key fields.
Use Lightning App Builder to design a mobile-specific Record Page.
Configuration only.

46. The external validation agency returns results asynchronously. How to process in Salesforce?

Use Platform Events or Change Data Capture for asynchronous callbacks.
Build Trigger or Flow subscribed to these events.
Update case/claim records based on payload.
Requires customization but manageable.

47. A manager wants to run A/B testing across campaign messages—how can Salesforce support?

Use Campaigns with Child Campaigns, compare performance metrics (opens, clicks, conversions).
Use Marketing Cloud or Pardot for deeper A/B testing.
Tie results back to Campaign Member fields.

48. You need to set up audit logging because a client has compliance mandates. What do you do?

Enable Field History Tracking on key objects/fields.
Use Setup Audit Trail for admin changes.
If more is needed, use Event Monitoring (Shield) for detailed logs.
Create reports or dashboards to monitor changes.

49. How would you prevent users from editing records that are in certain Status (like Closed claims)?

Use Record Type + Page Layout Assignments to restrict editing fields.
Or implement Validation Rule that prevents edit when Status = Closed.
For UI-level control, use Lightning Flow only when status isn’t closed.

50. A requirement: prompt reps to update opportunity contact roles during close. How?

Design a Screen Flow triggered at Opportunity stage “Closed”.
Check for missing Contact Roles, prompt the user to add one.
Or use a Path with Guidance and Validation enforcing data entry.
Configuration-only solution.

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