CRM Software Questions & Answers

To safely expose new tabs and objects in Data Cloud, update permission sets by:

• Granting object-level permissions.
• Enabling tab visibility for new tabs.
• Reviewing field-level security.
• Testing in a sandbox before deploying to production.

To update integration clients that use deprecated endpoints in Agentforce, you should:

• Identify all deprecated endpoints in use.
• Review the new recommended endpoints and API specs.
• Modify client code to switch to supported endpoints.
• Test thoroughly in sandbox/UAT before production rollout.
• Communicate changes and deadlines to all integration owners.

Permission set need to change to safely expose new tabs and objects in agentforce by:

• Grant object-level access: Add Read/Create/Edit/Delete permissions for new objects as needed.
• Assign field-level security: Ensure sensitive fields are restricted; expose only what's necessary.
• Add tab visibility: Update permission sets to make new tabs visible and default on (if applicable).
• Review related permissions: Include related settings like record types, app access, and page layouts.
• Test in sandbox or UAT: access works as expected before deploying to production.

Regression tests protect our core flows in Agentforce after the seasonal upgrade are:

• Sign in and Verification.
• Case Creation and Management.
• Agent Assignment and Task Routing.
• Macros and Automated Actions.
• Data Sync and Integration Points.
• Analytics output and control panel.
• Notifications and Triggers.
• Search and Filtering Functions.

The recommended rollout sequence for enabling Winter ‘26 feature in Agentfore are: Sandbox:

• Enable and test all new Winter ’26 features in a sandbox environment first.
• Perform initial functional and integration testing without impacting users.

UAT (User Acceptance Testing):

• Promote features to UAT for end-user testing and feedback.
• Validate that features meet business needs and fix any issues found.

Production:

• After successful UAT sign-off, enable features in production.
• Monitor closely for any issues post-deployment.

To monitor governor limits affected by new background jobs in Agentforce:

• Use Salesforce Debug Logs: Check logs for CPU time, SOQL queries, DML, and heap size usage
• Enable Monitoring in Setup: Use Apex Jobs, Scheduled Jobs, and Background Jobs pages to track job behavior.
• Set Up Custom Logging: Add logging in the job logic to track usage near governor limits.
• Use Event Monitoring: For deeper insights into system performance and resource usage.
• Alerting: Set thresholds and alerts if approaching critical limits during job execution.

To export Freshsales logs to a SIEM with least-privilege scopes, you should use a multi-step process involving webhooks, a lightweight forwarding service, and a dedicated, non-administrative API key. This approach prevents the SIEM from having direct, broad access to your CRM's data by restricting the integration to only the necessary log data.
Here is a step-by-step guide to setting up the connection with least privilege.

• Create a dedicated API user in Freshsales
• Configure Freshsales workflows to send webhooks 
• Deploy a lightweight forwarding service
• Ensure secure communication

There are three main types of CRM software: Operational CRM, Analytical CRM and  Collaborative CRM

CRM software (Customer Relationship Management Software) is used to help businesses improve interactions with customers and increase sales by collecting information and automating tasks.

To use CRM software you should:

• Set up your CRM software.
• Collect customer information.
• Streamline routine tasks.
• Track sales and customer activity.
• Analyze and improve.