Account and Contact Management constitutes 13% of total score in Salesforce Sales Cloud Consultant exam. This section covers topics such as ownership and visibility of account and contact, relationships between account and contact, account hierarchy, maintaining data and implementing person account. Without further ado, let's get into it!

NOTE: This post is written in April 2020 and content might be changed/updated overtime. The content is inspired by

Guideline for Account and Contact Management

  • Given a scenario, explain how the ownership of account and contact records drive visibility of related sales information such as opportunities, activities, etc.
  • Explain the various methods for establishing relationships between accounts and contacts.
  • Given a scenario, explain the impact of having an account hierarchy.
  • Given a scenario, explain the methods for populating and maintaining account and contact data using data enrichment tools.
  • Given a scenario, explain the use cases and implications for implementing person accounts.

Account and Contact Ownership

  • Account owner by default can access to related records such as Activities, Contacts, Opportunities and Orders
  • If Contact or related object access level is Controlled by Parent, then the user can perform the same action on child record based on their permission on parent account record
  • If Contact or related access level is Private, then the account owner can only access to related object if he or she is also the owner of the child record.
  • Find out more about sharing here.
  • When transferring Account, the new user will own the associated Contact, open Opportunities, Contracts in Draft and in Approval Process status, Orders in Draft status, Notes, Attachments, and open Activities created by original record owner.
  • In Mass Transfer Account Records, you can also do the following:
    • transfer Open Opportunities not owned by existing Account owner
    • transfer Closed Opportunities
    • transfer Open Case owned by existing Account Owner
    • transfer Closed Cases
    • keep Account Team
    • keep Opportunity Team on Opportunities transferred to new owner
  • When changing owner in Salesforce Lightning, you can do the following:
    • transfer Open Opportunities owned by others
    • transfer Account Owner's Closed Opportunities
    • keep Account Team
    • keep Opportunity Team with transferred Opportunities
    • send notification email

Account and Contact Relationship

  • A Contact's primary Account is a direct lookup relationship of Account in Contact.
  • 'Contacts to Multiple Accounts Settings' can be enabled in Setup > Account Settings:
  • Contact Roles can be specified in an Account as a single Contact can have different roles in different Accounts. In Salesforce Lightning, it is called 'Contacts to Multiple Accounts', but they are essentially the same thing.
    • NOTE: the Account Contact Relationship's (API name: AccountContactRelation) Role field is multi-picklist, the Opportunity Contact Role's (API name: OpportunityContactRole) Role field is picklist
    • NOTE: you can't associate a private contact with an account.
  • You can identify the Roles and Direct from the Related Contacts Related List:
    • you can also View Relationship, Edit Relationship or Remove Relationship on the relationship (remove relationship if it is Direct)
  • Likewise, a single Contact can be related to multiple accounts using Contact to Multiple Accounts.
  • A private Contact is a Contact without Account and a Contact must have primary Account in order to create indirect relationship.

Account Hierarchy

  • Account's Parent Account field is used to relate another account in hierarchy.
  • View Hierarchy link can be set in Setup > Account Settings:
  • In Salesforce Classic, account hierarchy can display up to 500 child accounts. In Salesforce Lightning, account hierarchy can display up to 2,000 child accounts.
  • In Salesforce Lightning, you can set Hierarchy Column in Setup > Object Manager > Account > Hierarchy Columns:
  • NOTE: Account Hierarchy does not display details of accounts which the user does not have permission to view, only the account name can be displayed.
  • NOTE: access to parent account does not grant access to child accounts
  • NOTE: Person Account does not support Parent Account field and 'View Hierarchy' link

Data Enrichment Tool

  • Data Enrichment means the process of enhancing data quality and richness up updating and adding to existing data from external sources.
  • Updating records and adding new records using 3rd party data can be achieved by Lightning Data service.
  • Data Integration Rule defines how to match records between the data service record and Salesforce records, certain fields can be updated automatically but the frequency is defined by the data service provider, users can keep or update data automatically.
  • Data Integration Rules of Geocodes for Account Billing Address:
    • edit rule settings:
    • edit field mapping:
      • select fields in Salesforce to match with fields on the data service
      • select fields in Salesforce to update with data from the data service
  • User can click 'Check for New Data' button on Account to check for new data, compare and update data in real-time:
  • Fields can be compared side-by-side, you can click 'Update' to update with new data or 'Decline New Data' to decline the update. If Lightning Data service allows, 'Other Matches' can be clicked to view details of up to 10 matches.
  • Data status:
    • Not Compared
    • In Sync
    • Reviewed
    • Different
    • Match Available
    • No Match
    • Skipped
  • If a field is empty, Lightning Data service can fill the field automatically. Geocodes and certain fields can be updated automatically.
  • Lightning Data Package can be used to search, filter and select companies to add to Salesforce as accounts.
  • Lightning Data Package can be installed from AppExchange:
  • Lightning Data service can also ensure contact emails are current and valid.
  • Lightning Data packages includes integration rules which contain 'Match Score Setting' to specify minimum match score that should be used to determine a match.
  • Credits can be assigned to users for importing data records
  • Purchase credits can be used to import up to 25 records at a time as business accounts
  • Overall credit usage can be found in Setup > Data Integration Metrics:
  • A record can have the following statuses:
    • New - matching record does not exist in Salesforce org yet
    • In Salesforce - record has either been imported to Salesforce or that a Salesforce record matches the data service record
    • Purchased - the record has already been purchase from the particular data service
  • Lightning Data Package allows 'Discover Companies' button on Account page can be used to find companies and import them to Salesforce (this cannot be automated on daily basis).
  • Find out more about integrating 3rd party data with your records here.
  • Account Tools (Salesforce Classic):
    • Import Account & Contacts
    • Mass Delete Accounts
    • Transfer Accounts
    • Merge Accounts
    • Mass Reassign Account Teams
    • Sales Methodologies
  • Contact Tools (Salesforce Classic):
    • Sync to Outlook
    • Import Accounts & Contacts
    • Mass Delete Contacts
    • Mass Email Contacts
    • Mass Add Contacts to Campaign

Social Accounts, Contacts, and Leads

  • Social Accounts, Contacts and Leads Settings can be enabled in Setup:
  • Once enabled, you can add the Twitter component onto the record page:
  • The view of Twitter profile is unique to the user and depends on how the user is connected with each account, contact, or lead on each social network.
  • In order to link a social network profile to a record, the user must log into their Twitter account first.
  • Private posts can be seen depending on the connection between the user and the account, contact, or lead on the social media network.

Person Account

  • Person Account can be enabled in Setup > Account Settings (contact Salesforce support):
    • to enable Person Account, make sure there's at least one record type for Account
  • NOTE: once Person Account is enabled, it cannot be disabled. Also, a Person Account Record Type will be created automatically.
  • Each Person Account consists of one Account and one Contact, hence use more storage than a Business Account.
  • Person Account can do the following:
    • Send individual or mass email to Person Accounts.
    • Person Account can be associated with events and tasks using Name or Related To field.
    • Person Account can be added to campaigns and have Campaign History Related List.
    • Person Account supports 'Contact to Multiple Accounts' feature hence it can have indirect relationships with Contacts.
    • Person Account can be linked with social network profiles.
    • Person Account can be used in survey.
    • Person Account supports Duplicate Management.
  • Person Account cannot do the following:
    • Person Account does not support account hierarchies (do not support Reports To and Parent Account field)
    • Person Account cannot have direct relationships with other accounts or contacts.
    • Contact cannot have direct relationship with a Person Account.
  • Other implications of Person Account:
    • Person Account can be entered in Account Name field or Contact Name field, or both on cases.
    • Leads without value in Company field are converted to Person Account.
    • Related List for custom objects that are related to Accounts or Contacts can be added on Person Accounts.
    • Is person Account field can be used to differentiate Person Account and Business Account.
    • The Organization-Wide Default (OWD) for Contact is set to 'Controlled by Parent' and cannot be changed.
  • Preparation for Business Accounts to be converted to Person Accounts:
    1. Each Account has only one Contact
    2. Account and Contact have same record owner
    3. Account and Contact have same currency values (CurrencyIsoCode)
    4. Parent Account field on Account is blank (ParentId)
    5. Reports To field on Contact is blank (ReportsToId)
    6. Account is not set as Parent Account for other Accounts.
    7. Contact is not set as Reports to for other Contacts.
  • Conversion of Business Accounts to Person Accounts steps:
    1. Backup data and export data with Id field
    2. Specify RecordTypeId of Person Account Record Type
    3. Create custom field to preserve values for the fields that are deleted during conversion
    4. Upload csv file into Data Loader and convert the records

Well, that's all about it. See you in next post!

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