FOF Admin

Some agents are receiving too many cases while others are not working on more than a few per week. Which feature would you rec to make case routing more efficient?

Omni-Channel

There are two diff options for setting default activities view for your users on desktop. What are they?

Related lists or activity timeline

How many users can be added to a group task in LE?

200

The admin is made aware of a requirement for sales reps to allow multiple contacts to be related to an activity. Shared Activities lets users relate event to how many contacts?

50

What are valid considerations for using Outlook integration to manually log events to records in SF?

- An event can be logged to up to 50 contacts, but only the first 15 matching contacts are displayed - Matching contact records are auto selected if SF is set up for shared activities

Which value should be used when setting up personalized report filter for user to only view accts they own?

$User

When specifying entry conditions for a record-triggered flow, which of the following options can be used in the condition requirements?

- A formula - A combination of field conditions

During the Lead Conversion Process in Salesforce, which types of records can be created?

- Accounts - Contacts - Opps

GFG is contemplating whether to take advantage of external email services option in SF. What should SF consultant suggest to owner from following options?

- Advise that LE needs to be enabled to use external email services option - If an external email service is used, emails look like they were sent from users' gmail or office365 acct, and users can see emails that were sent in gmail or office365 sent items folder

What capabilities are available for manually logging events from Gmail to SF?

- Attendees are captured on SF event record when an event is manually logged - Matching contact records are auto selected if SF is set up for shared activites - An event can be manually logged to one lead record

What components may be selected to display in a Home Page Layout.

- Calendar - Items to approve - Tasks - Dashboard snapshot

What are two capabilities of 'Create Calendar from SF Object' feature?

- Calendar can be created from custom or standard object - Calendars can be customized by applying list view

What is true regarding web-to-case?

- Case creation will fail if case validation rules fail when processing a web-to-case submission - Cases created from web-to-case are linked to relevant contact and acct based on customer email address

What features does Chatter have?

- Chatter user profile allows a user to share important info about themselves - Chatter feed tracking provides real-time notification of changes to a particular record - User can choose to follow individual record using Chatter

Which of the following settings can be config from 'Company Settings' section in setup?

- Company info - Business hours - Fiscal year settings

What are typical use cases of flow for case mgmt in a contact center?

- Create follow-up tasks - Provide a series of prompts for troubleshooting customer issues

If deducted value is more than 10% of previous, record should be auto submitted for approval. How should this req be achieved using a flow?

- Create formula resource that calculates % of deducted value and use it in decision element - Build record-triggered flow and use $record_prior global variable to determine previous amt

Admin would like to add utility bar to give users quick access to common tools. Which actions can a user perform using the 'To Do List' item which appears by default in utitility bar?

- Create tasks - Re-order tasks - Create labels

In what scenario would a contact role be auto populated by SF upon creation of a new opp?

- Creating an opp from contact - Creating an opp on lead conversion

Admin has been given a list of req that will involve creation of several custom fields. What is true regarding custom fields?

- Custom fields can be created on standard and custom objects - The field type of a custom field can be changed after it has been created

Admin has been given list of req that will involve creation of several custom fields. What is true regarding custom fields?

- Custom fields can be created on standard or custom objects - Field type of custom field can be changed after it is created

CS would like to make diff info vis to employees in diff divisions. How can record types be used for this req?

- Diff page layouts can be displayed for diff record types - Diff picklist values can be displayed for diff record types - Diff Lightning record pages can be displayed for diff record types

What statements are true regarding group tasks that SF admin should tell sales mgr?

- Each member of group is assigned a copy of the task - Group tasks are enabled by default in LE

What are valid reasons for using custom fiscal year?

- Fiscal year does not start first day of month - There are 13 week fiscal quarters rep by three periods of 4-4-5 wks

Which of following are true about config web-to-case

- HTML code must be gen and can be added to multiple websites - Default response template may be selected - Default case owner must be selected

What are valid dashboard components?

- Horizontal bar chart - Chart - Gauge

Sales user has LE and 'Einstein activity capture.' Where can tasks related to contact records be seen?

- In the 'Activity Timeline' of contact record - In the 'Activity Timeline' of acct record related to contact - In the 'My Tasks' list of the user assigned to task

To help prevent dupes, SF provides standard matching rules for which objects?

- Leads - Accts - Contacts

What is correct regarding lead mgmt features?

- Leads can be auto assigned with lead assignment rules - If there are no lead assignment rules, leads are assigned to default lead owner - Unassigned leads can be stored in lead queue

What can be configured to give ability to relate emails, contacts and events in MS Outlook and MS Exchange with SF?

- Lightning sync - Outlook integration

Which of the following can be done within an object's page layout editor?

- Make fields read-only - Make fields req - Change columns and sort order of related lists

Admin added new field on opp object. What statements about report types are correct?

- New field will be auto added to existing opps with products report type - New field will be auto added to all existing standard opp report types

Which statements are true about sharing notes in LE?

- Notes related list can be used to share a note - Note can be shared with users or groups - Recipients can be prevented from sharing or unsharing the note

What is true about sharing notes in LE?

- Notes related list can be used to share a note - Recipients can be prevented from sharing or unsharing a note - A note can be shared with users or groups

Org has Security Health Check score of 55. If default SF Baseline Standard is used, which of the following are high risk security settings?

- Number of expired certs - Max invalid login attempts

What is the default behavior when tasks are overdue in SF?

- Overdue task is displayed with date in red - A reminder is displayed next time the user logs into SF

A user needs to be able to delete Cases in Salesforce. Which Security settings can accommodate this request? (select 2)

- Permission set - Profile

Which security features in SF can be utilized to grant users access to specific apps?

- Permission sets - Profiles

A SF admin would like to absolutely deny login access to company's SF org if users are logging in outside spec login hours and IP range. How?

- Profile based IP restrictions - Profile-based login hour restrictions *Login hours can be restricted by profile, not org

If the 'Annual Revenue' standard field on the account object is not required, what can be done to remove access to it?

- Remove it from page layouts - Hide it using field-level security

Admin has to run a flow weekly. How to automate?

- Replace autolaunched flow with a schedule-triggered flow - Invoke the flow from an Apex job that runs weekly

What are valid data sources that may be used for dashboards?

- Reports - Visualforce pages

Diff ways to approve/reject discounts are where?

- Salesforce mobile app - Email - Chatter

What is true regarding security health check?

- Settings are grouped into high, medium, low and informational - Values are compared against SF baseline standard

What is true regarding addition of a report chart to Service Console?

- Source report must contain a chart - Report chart must be added to page layout of the object from which to display the chart - Source report of the chart must be a Summary or Matrix report

Which of the following are limitations of synchronizing items between sf and outlook using lightning sync?

- Synced contacts cannot be deleted automatically in the other calendar app - Tasks cannot be synced

When creating a custom object, what are two valid data type options for the record name field?

- Text - Auto-Number

What are valid reasons for modifying acct search layout?

- To control which acct fields are displayed in search results - To control fields displayed in recently viewed accts list

What is true about activity timeline in LE?

- Upcoming and overdue activities can be sorted by date - Emails that include commitments and objections can be automatically flagged - Activities displayed can be filtered by date range and activity type

Which of the following are capabilities of Data Import Wizard for adding or updating campaigns?

- Update campaign member statuses - Add existing contacts to a campaign in same import

What features does chatter have?

- User can choose to follow individual records - Chatter Feed Tracking provides real-time notification of chagnes to a particular record - Chatter User Profile allows a user to share important info about themselves

How can a Dashboard be refreshed?

- User can click refresh button on dashboard to manually refresh it - Dashboard can be sched for refresh auto at specified times

A user is not able to find an email template when sending an email. What could be the reason for this?

- User does not have access to email template folder - Email template is not marked 'Available for use'

Under which of the following conditions can a user NOT be deactivated?

- User is selected in custom hierarchy field - User is sole recipient of workflow email alert

What capabilities are available for managing email associations when using Einstein Activity Capture and Gmail integration?

- Users can add associations between a captured email and its related records - Users can remove associations between a captured email and its related records

What capabilities are available for outlook int users who are part of an einstein captivity capture config?

- Users can also change associations between a captured email and its related records from their outlook int - Users can see a selected email's related records and sharing settings.

What is true regarding creating tasks in bulk in LE?

- When a task is created it can be assigned to multiple users and groups - If a task is assigned to multiple users, a copy of the task is created for each user

SF admin wants to make the org more secure with network-based security such as login time and IP ranges. When should network-based security be used?

- When she wants to limit when people can login - When she wants to limit where ppl can login from - When she wants to make it difficult to use stolen credentials

While creating an event, sales rep would like to add a contact and person acct as attendees to event. How?

Add 'Attendees' field to event page layout

While creating an event, a sales mgr would like to schedule events for monthly meetings that repeat indefinitely. How?

Add 'repeat' checkbox to page layout for events

Marketing team req to add 5 diff lead scoring fields, each from 1-5. Now want non-editable total field that is sum. How?

Admin should create a formula field to calc total sum

What is quickest way for admin to prevent sales reps from being able to create opp records on lead conversion?

Admin should go to 'Lead Settings' under 'Setup' and select 'Hide Opp section of convert lead window'

Which of the following Lightning Custom record page activation assignment options overrides org and app defaults?

App, record type, and profile

How can a feature license be assigned to a user?

By selecting the checkbox next to the feature to be enabled on the user record

Business processes should be created before creation of record types. What object is an exception to this rule?

Campaign

Admin has created a 'Project' custom object and would also like to track Project Tasks. How?

Check 'Allow Activities' checkbox on project object

In an approval process, the approval is assigned to a queue. If all members of the queue need to be notified of the pending approval, what needs to be configured?

Config the queue to send an email to queue members

ABC has 1200 employees. Each needs to run a contact report for accts owned by themselves or other users that report to them. How?

Create a role hierarchy and run report with the 'My Team's Accounts' filter

Users should be able to create and edit tasks but not delete them. What can be done to accomplish this?

Create a trigger on tasks to prevent deletion

Admin needs to prevent further changes to a record when status field is updated to 'Archived.' How?

Create a validation rule using the 'PRIORVALUE' function

Acct exec is regularly working with a number of colleagues on opps. One of the colleagues should be able to view but not update opps. What is best way to give other ppl he is working with req access to opps and track their role on opp?

Create an opp team and set access for each user

You have been tasked with importing hundreds of cases into Sf. Which data import tool will be able to fulfill this req?

Data Loader

Sales mgr would like reps to sync repeating events between outlook and SF. How?

Enable 'Sync event series' in Lightning sync config

What allows users to add outlook emails to SF as an email message object and not as tasks using SF outlook int?

Enhanced email

What should mods do when q in chatter not resolved?

Escalate the q directly to a case in the feed using q-to-case

What can be created in LE to allow a sales rep to follow up and ensure that acct and contact are copied from original task?

Follow-up event

During creation of approval process, you discover that you need to create a lookup field on user object that looks up to user object. In attempting to create this lookup field, you discover that you cannot create lookup from user to user. Which type of field would you need to create instead?

Hierarchical

The admin has created two custom objects, Jobs & Job Applications. The objects have a master-detail relationship. HR users would like to see how many applications ther have been when they look at the Job record. Other users should not have visibility to this. How can this be met?

Make sure all job app records have a value in job field and change the type of relationship field

Which relationship supports roll-up summary fields?

Master-detail relationship

UO's admin has created a new record-triggered flow on acct object. Admin configures start element to trigger on acct object when record is created or updated. What happens to existing accts once flow is activated?

Records are processed only when they are updated and meet criteria

The Chief Marketing Officer needs to see the daily response rate for campaigns, and wants to track this historically, in order to monitor trends over time. What analytics feature in Salesforce would you use to satisfy this request?

Reporting snapshot

Fast Finance would like to enable Web-to-Lead, but is concerned about the creation of lead records that contain spam. Which of the following represents the best solution to prevent receiving spam via Web-to-Lead?

Require reCAPTCHA verification

The Director of Clients Services has asked you to add a new field on all Account records. This new field needs to provide the total amount of all won opportunities for each individual account. What type of field should you create to fulfill this requirement?

Roll-up summary

What is most efficient way of transferring 10 records of a custom object displayed in an existing list view from one owner to another?

Select records in list view and change owner

Tasks are often created and assigned to Sales Reps but they are not able to complete them in a timely manner. What can be set up in Salesforce in order to allow sales reps to share their workload?

Set up a new queue supporting the task object and assign the task to the queue

How can a user relate an Opportunity to a Campaign?

Specify the primary campaign source on the opp

When an object tab is invisible, what setting is it on?

Tab hidden

A user reports that a multi-select picklist field on the Opportunity object sometimes is missing certain picklist values, and yet other times the full set of values appears. This behavior varies from record to record, and you need to make these values consistent across all opportunities. What is the most likely reason this is occurring?

The picklist field values are set diff for diff opp record types

What will happen if a record in a Data Loader import file contains a picklist value that does not exist in SF and the picklist is not restricted?

The record will be added, but the picklist value will not be added to list of selectable values

What is true regarding private events?

The user that created the event and any user with the 'View All Data' permission can view the event

Reminders are auto sent to lead owners when not converted 10 days after creation. How?

Time-dependent workflow rule that sends email alert

Sales mgr would like to share forecasts. How?

Use 'Share' button on forecasts page

OS would like to free up space in data storage limit and archive old inactive contact records. How?

Use Data Loader to create report to export data, use Data Loader to delete data

AW Inc uses SF for managing their sales orders. It is very sensitive data and they need to backup this data at their internal server location automatically. Which tool should their SF admin use to achieve this?

Use the command line interface of Data Loader and schedule export

CS mgr wants to add another filter criteria to an existing public list view which currently has 3 custom filters. What is true regarding adding a filter to a list view?

Users with 'Manage Public List Views' permission enabled for them via their profile or permission set would be able to edit existing public list views, including adding more filters

How are relationships between objects represented on a record page in user interface?

Using lookups and related lists

Marketing mgr has complained that lead records have inconsistent formatting of phone numbers. What could you utilize on lead records to enforce consistency with phone number entries in leads?

Validation rule

In a private sharing model, will a manager be able to edit acct records owned by a user below them in role hierarchy?

Yes, access is granted by default to users in a higher role for standard objects

What is true about enabling 'Roll Up of Activities to a Contact's Primary Acct' feature in activity settings?

related tasks and events of the contact are displayed on the contact's primary acct