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 client says their business model includes both B2B and B2C. How do you handle this in Salesforce?

By default, Salesforce supports B2B (business to business) model only.
For B2C support, you must email Salesforce support to enable Person Accounts.
Person Accounts allow storing individual consumers without a company link.
For mixed models (like Dell selling to companies and walk-in customers), configure both Account types.

2. In a B2B Salesforce setup, how do you handle leads that come from a trade show?

Leads are entered manually or via integrations (like web forms or kiosk capture).
Details like Name, Company, Email, Phone, Revenue, etc., are recorded.
These leads go to an outbound call center for qualification.
Based on the conversation, the lead is marked hot, warm, or cold and progressed accordingly.

3. During a lead qualification call, the customer says they’re not interested anymore. What’s your next step?

Update Lead Status to “Closed – Not Converted.”
Set Lead Rating to “Cold” to indicate no future follow-up is needed.
Document the call outcome in activity history.
This avoids wasting time on uninterested leads.

4. How would you handle lead duplication in Salesforce if someone submits the same lead twice?

Salesforce doesn’t block duplicates by default.
You can implement duplicate rules using Matching Rules and Duplicate Rules.
Alternatively, custom Apex triggers or validation logic can warn the user.
During conversion, sales reps should choose “Existing Account/Contact” if found.

5. Explain the data model change when a lead is converted in Salesforce.

The Lead record splits into three objects: Contact (person), Account (company), and Opportunity (deal).
Lead disappears post-conversion — it’s no longer tracked.
Sales Rep manually triggers the conversion, Salesforce does not auto-convert.
Conversion links the deal to a specific sales rep for tracking commission and activity.

6. A lead from Delhi needs to be assigned to a local sales rep. How does Salesforce handle this?

Use Lead Assignment Rules based on criteria like geography (e.g., city = Delhi).
Assignment rules auto-route leads to the most relevant rep.
This reduces unnecessary cost/time for travel and speeds up the sales cycle.

7. What’s the difference between Inbound and Outbound Call Centers in the context of Salesforce?

Inbound Call Center: Receives support/service calls from customers (post-sales).
Outbound Call Center: Initiates calls to leads for sales qualification.
Inbound is a cost center, while outbound drives revenue via conversions.
Salesforce typically integrates CTI tools for both directions.

8. How do you add product details once an opportunity is created?

Navigate to the Opportunity and select “Add Product”.
Choose the product (e.g., Laptop), specify quantity (e.g., 50), and expected revenue.
This ties the Opportunity to specific products the customer wants.
Helps in generating quotes and order accuracy.

9. A client negotiates the price from ₹40L to ₹35L for 50 laptops. How do you reflect this in Salesforce?

Use Quotes linked to the Opportunity.
Quotes can be edited to reflect negotiated pricing.
Default quote feature is disabled; enable via Setup > Quote Settings.
Once approved, this quote can be turned into an Order.

10. What happens after the customer accepts a quote and sends a Purchase Order?

Sales Rep manually marks the Opportunity stage to “Closed – Won”.
A Contract is created capturing legal terms and company/customer obligations.
Then an Order is created from the Contract with products and shipping info.
Order is sent to the back-office (e.g., SAP/Oracle) for fulfillment.

11. Lead converted but Account already exists—what do you do?

Use the “Merge with Existing Account/Contact” option during conversion.
Select the pre-existing account to avoid duplicate records.
Salesforce links the new opportunity to the existing account.
Keeps data clean and reports accurate.

12. You’ve added the same company lead twice—how can you prevent duplicates at entry?

Configure Matching Rules on Lead object (e.g., email, company).
Set Duplicate Rules to display warning or block duplicates.
Optionally create an Apex trigger to enforce stricter checks.
Better UX and prevents redundant data.

13. As a sales rep, you want to track all products in an Opportunity. How?

Add products via the “Products” related list in the Opportunity.
Enter quantity, define date, price, apply any line-item discount.
Once saved, these feed into Quotes and Orders.
Provides visibility on deal composition and pricing.

14. Your company needs quotes enabled but can’t see the Quote button—what now?

Go to Setup → Quote Settings → enable Quotes.
Refresh the Opportunity page to reveal Quote related list.
Create and customize the quote template (logo, terms, expiration).
Ensures pricing and margins are tracked.

15. When is a Quote preferred over inline Opportunity pricing?

Quotes provide formatted PDF for customers.
Supports multiple quote versions (clean comparison).
Quote validity can be controlled with expiration dates.
Legal customization and tracking is easier.

16. After sending a quote, the customer replies with a revised PO date—what’s next?

Create a Contract to set terms (start date, duration, tax details).
Use Order object to capture shipping terms and product details.
Update shipping dates and order status to align with PO.
Ensures audit trail and back-office handover.

17. How do you record agreed payment terms like “Net 45 days”?

Fill Contract fields: payment terms, start and expiry dates, signatory details.
Reflect payment terms in related Order and Quote objects.
Helps finance and fulfillment sync.

18. Your Opportunity was closed but goods not yet shipped. How track?

Use the Order related list post-contract to track shipment status.
Orders can have custom fields like Shipment Date, Carrier, Delivery Status.
Integrate with back-office tools (SAP, Oracle) via API for updates.

19. Customer signed and order dispatched—what do you do in Salesforce?

Mark Opportunity Stage = Closed Won.
Ensure Contract is activated.
Create and activate Order.
Notify finance/fops team, possibly via Chatter or email alert.

20. How to handle partial shipments or backorders?

Use multiple Order line items with separate delivery dates.
Create multiple Orders tied to a single Contract if needed.
Customize Order status picklist (e.g., “Partially Shipped,” “On Hold”).

21. You enable both Sales and Service apps for a user—what do they see?

Access to Leads, Contacts, Accounts, Opportunities (Sales app).
Also see Cases, Knowledge, Service Console for after-sales support.
Permissions defined via Profiles or Permission Sets.
Good for users splitting roles between sales and support.

22. How does Salesforce support outbound call center integration?

Use dialer tools or click-to-call in list views.
Page layouts include Lead and Contact phone fields.
Call outcomes (Connected, No Answer, etc.) logged via tasks.
Useful for logging “Hot,” “Warm,” “Cold” lead ratings.

23. You classify Uma’s lead as “Warm.” How can you follow up efficiently?

Create Task with due date for next follow-up.
Add in-reply-to Activity History for conversation context.
Automate reminders with Process Builder or Flows.
Ensure consistent buyer engagement.

24. After converting a lead, you realize revenue was entered wrong. How fix?

Edit the Opportunity: revise Amount and Expected Revenue fields.
If quotes were used, update Quote line items.
Check that Contract and Order reflect corrected numbers.
Run reports to ensure aggregated figures adjust appropriately.

25. When a quote expires, how to extend it?

Edit Quote record, update Expiration Date.
Refresh and resend PDF from the Quote related list.
Notify customer of extension via email or chatter.

26. How do you de-duplicate Contacts while converting a Lead?

Check “Don’t create new Contact” during conversion wizard.
Merge duplicate Contacts later using UI or Apex merge logic.
Matches on email/name/company reduce duplicate clutter.

27. You receive a “Closed – Not Converted” Lead. What reporting is needed?

Include closed/cold leads in a Sales Funnel Dashboard.
Filter by Lead Status = Closed – Not Converted.
Measure lead source, average duration, conversion rates.
Identify where leads are dropping out.

28. How would you use Salesforce to capture lead journey stages?

Use Stage picklist and path configuration for Leads and Opportunities.
Guide reps through funnel steps: Contacted → Qualified → Proposal → Negotiation.
Customize path phases per business process and enforce stage criteria.

29. You need to assign leads by region and product interest. How?

Add custom fields for region and product interest.
Define Lead Assignment Rules using these criteria.
Route to appropriate team: e.g., Delhi Laptops team, Mumbai Servers team.
Validates reps get relevant leads.

30. Sales association: Uma quotes for Dell XPS laptops—how track product mix?

Create multiple Opportunity Products tied to various laptop models.
Use Price Books to define standard vs negotiated pricing.
Enable Multi-Currency/Units if needed.
Helps team track deal product breakdown.

31. What if B2C leads are needed but Person Accounts not enabled yet?

Without Person Accounts, B2C leads cannot convert.
Must email Salesforce support to enable Person Accounts.
Temporary workaround: use Accounts/Contacts as pseudo-persons.
Complete properly once B2C is activated.

32. Describe how Salesforce supports after-sales support per your transcript.

Use Service Cloud → Cases for issues post-delivery.
Cases link to Contact and Account automatically.
Case Queues and Assignment Rules distribute workload.
Agents resolve issues via Service Console using knowledge base.

33. How do you capture inbound service calls after warranty?

Configure Inbound Call Center layout with CTI.
On phone call, auto-populate screen pop with related Account/Case.
Agents record case with priority, type, status, description.
SLA timers ensure timely resolution.

34. Uma sends inquiry but doesn’t convert—what nurture steps?

Use Marketing Cloud/Email Studio or Pardot.
Automatically send follow-up email or invite for demo.
Task generated in Salesforce to check-in later.
Helps warm up cold leads over time.

35. When converting leads, how to prevent automation firing twice?

Exclude conversion actions in declarative automation (Flows).
Or check for IsConverted flag in trigger/flow before execution.
Helps avoid creating duplicate Campaign Members or tasks.

36. How do you support territory management for local sales?

Enable Enterprise Territory Management.
Define territories by region, product, or revenue.
Assign accounts and leads automatically based on criteria.
Matches leads like Uma’s to local Delhi reps.

37. Uma’s Opportunity includes multiple quotes—how manage?

Use multiple Quote records under the same Opportunity.
Enable “Primary Quote” checkbox to indicate current version.
Track quote versions until customer selects final one.

38. Report shows many “Prospecting” stage Opportunities, how improve?

Create dashboards with Opportunity Stage metrics.
Use Path guidance to advise next steps (e.g., send quote, follow-up).
Set reminders or alerts when Opportunities sit too long.
Review in daily sales huddle to unblock opportunities.

39. You want commission based on sold products volume—how?

Add custom fields or opportunity-line analytics for units.
Use formula fields or custom triggers to calculate commission.
Integrate with third-party CPQ or commission tools for payout.

40. What happens to Lead data post-conversion?

Lead object is archived, but record remains read-only.
Tasks/Activities are transferred to new Contact/Opportunity.
Original Lead conversion data visible in Activity History.
Data lineage preserved for audit and reporting.

41. Describe end‑to‑end life cycle from lead to case.

Lead created → Outbound call center qualifies → Converted → Opportunity built → Quote negotiated → Contract & Order → Closed Won → Product delivery → Customer raises Case → Service delivers resolution.

42. You need to escalate a service case—how implement?

Use Escalation Rules on Case object.
Define criteria (e.g., priority, days old).
Automatically reassign to higher‑tier queue or manager.
Send email alerts on escalation.

43. Uma’s company returns goods—how create RMA?

Use custom Return object or enable Salesforce Returns Management via AppExchange.
Log RMA record linked to original Order and Account.
Track return shipment, restocking, exchange.

44. A customer delays payment 30 days beyond due—how monitor?

Add custom field for Payment Due Date on Order or Contract.
Create scheduled reports/dashboards showing overdue items.
Send automated reminders via Flow or email alerts.

45. You want audit of price changes—how track?

Enable Field History Tracking on Opportunity, Quote, Order line items.
Show tracking in related list.
For deeper tracking, use Salesforce Shield History or custom objects.

46. How do you manage revision of active contracts?

Use Contract Amendments feature.
Activate Amendment, adjust terms, add line-item modifications.
Track old vs new versions via Parent‑Child contract structure.

47. Sales rep changes region—how reassign responsibilities?

Update Territory/User assignments.
Bulk transfer Opportunities, Accounts, Cases to new owner.
Notify rep via Chatter or email for handover.

48. Uma contacts after six months asking about warranty—what now?

Check warranty period in Contract or Order date.
If expired, create Case with External Status = Paid Service.
Add custom service SLA and track resolution time.

49. You need to import 1,000 leads at once—what’s best?

Use Data Loader or Data Import Wizard.
Map required fields: Name, Company, Email, Phone.
Before import, dedupe using external ID or duplicate rules.
Validate sample records before full upload.

50. Salesforce audit asks for paper trail on Opportunity changes. How?

Enable Setup Audit Trail for config changes.
Enable Field History on key fields (Stage, Amount, Close Date).
Use Setup → View Setup Audit Trail, and reports on field history.
Maintains compliance and visibility.

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