Salesforce Admin Certification

Lookup Field

Also a one-to-many relationship, but in this relationship, 2 objects has no effect on deletion or security. Child objects are independent Child objects have a separate setting. If you delete the parent object, the child object remains in the system. A child object may or may not have a parent

Object relationships

An object relationship in Salesforce is a two-way association between two objects. Relationships are created by creating custom relationship fields on an object. This is done so that when users view records, they can also see and access related data. ... There are several different types of relationships in Salesforce.

One-to-many

Relationship with many child objects but one Parent Object, for instance, many metro cities are associated with to one country. This kind of relationship is represented in four different forms: (1) Master-detail, (2) LookUp (loosely coupled relationship), (3) Self, (4) Hierarchical

Ursa Major Solar has 3 account record types: Prospect, Customer, and Vendor. The Customer record type is only for accounts that have a closed won opportunity. How should a system administrator prevent users from selecting the customer record type when they create new account records?

Remove the Customer record type as an assigned record type in the users' profiles and permission sets

Creating, editing, and deleting fields

Field types: text (area, rich, encrypted), Date/Time, Checkbox, Number, Auto-number, currency, picklist, formula, roll-up summary formula, lookup relationship, geolocation, URL. Can change field type but data loss may occur standard fields can be edited but not deleted

3 objects that have a relationship with Campaign object

Lead Contact Opportunity

Which two objects can be related to campaign members?

Leads Contacts

List Views

List Views are an often unused tool in the Salesforce toolshed. With List Views you can quickly see particular segments of your data. ... List Views use Objects, like Leads, Accounts, Opportunities, and more, to find the data points you're looking for

Mass Delete

Mass delete standard fields from a list view. A set of custom list buttons that you can add to your standard list views or related lists. Users can select any number of records and delete all of them with a single click.

Ursa Major Solar has inconsistent data in its 20,000 existing Accounts and asked the System Administrator to convert all of the standard country fields to ISO codes. Which method should the System Administrator use?

Mass update addresses

Data Import Wizard

Not available for cases, opportunities up to 50k records

Custom Objects

Objects, having 5 standard fields, created by users to address their need

Salesforce users at Ursa Major Solar complain that global search returns too many records. Custom fields in the Lead object can be mapped to which two types of fields?

Opportunity Account Contact

Company Information

Organization Name, Default Time Zone, Default Language

Which configuration option shows sales representatives the fields they must fill in prior to saving an opportunity?

Page Layout required fields

Support Representatives at Ursa Major Solar want the same technical engineer group to be associated with each new case. What should a system administrator define to implement this requirement?

A case assignment rule to associate the case team

Ursa Major Solar wants to create a field to store credit card numbers and needs to make sure the information is protected. What 2 actions allow the admin to provide enhanced security for this field?

1. Create an encrypted text field 2. Update field-level security settings

Leads

A Salesforce lead is a prospective client or a potential opportunity, sometimes referred to as an "unqualified sales opportunity." Leads can come from real-life interactions, such as meeting someone at a conference; or they can come from online interactions, such as when someone fills out a form on your website

Salesforce users at Ursa Major Solar complain that global search returns too many records. Which 2 configurations should an admin perform to help manage search results?

1. Specify the search filter fields for the object's search layout 2. Reduce the number of records displayed for each object in the Search Results page

What are 2 reasons a user cannot be deactivated?

1. The user is the recipient of workflow email alerts 2. the user is a customer community administrator

Sales Processes

A Sales Process contains the Stages an Opportunity follows through its sales cycle

Permission Set

A permission set is a collection of settings and permissions that give users access to various tools and functions The settings and permissions in permission sets are also found in profiles, but permission sets extend users' functional access without changing their profiles Can use a permission set to mute permissions Can create permission set group to be assigned to multiple users

Lightning App Builder

A point-and-click tool that makes it easy to create custom pages for the Salesforce mobile app and Lightning Experience

Price Books

A pricebook is a list of products and their associated prices. Each product and its price is called a pricebook entry. ... Salesforce will provide standard and custom price books, making it easy to have multiple prices for a product.

Formula Field

A read-only field whose value is evaluated from the formula or expression defined by us. You can define formula field on both standard and custom objects. Any change in expression or formula automatically updates the value of formula field. You can define for 7 types: Number Currency Percent Date Date/Time Checkbox Text

Roll-Up Summary Field

A roll-up summary field is custom object field that calculates values from related records or the records in a related list. Roll-up summary field is created to display a value in a master record based on the values of fields in a detail record. Roll-up summary can be defined on Master-Detail relationship only.

Data Import Wizard

A tool to import data for many standard Salesforce objects, including accounts, contacts, leads, solutions, campaign members, and person accounts. Can also import data for custom objects Can import up to 50,000 records at a time

User License

A user license determines the baseline of features that the user can access. Every user must have exactly 1 user license. You assign user permissions for data access through a profile and optionally one or more permission sets

A System Administrator will use the Import Wizard to update existing Account records. Which two values can the Import Wizard use to find matching records?

Account Name Site Fields

Lookup filter

Administrator settings that restrict the valid values and lookup dialog results for lookup, master-detail, and hierarchical relationship fields (For example, restrict the Account Name field on opportunities to allow only active accounts.)

UI Features

Apps/Tabs, Page Layouts, Lightning Apps, Quick Actions

Ursa Major Solar wants internal support requests to be directed to any of the IT representatives. They want external support requests to be directed to customer support representatives based on the contact's location. Who should the system administrator use to set this up?

Assignment Rules and Queues

Case Management

At its core, every service organization wants to provide an amazing customer experience resolving customer issues as quickly and efficiently as possible. In order to do that, it is critical to implement a case management process. Although every organization defines case management differently, this guide will provide resources for each aspect of case management from set up to optimization and beyond.

How can multiple Campaign records be associated with a single opportunity?

Campaign Influence

Which two related lists should be added to the Opportunity page layout to track how Campaigns contribute to the overall pipeline?

Campaign Influence Contact Roles

Campaigns

Campaign has related campaign members who are the target of the campaign analyze related marketing efforts more efficiently by using campaign hierarchy to group campaigns together within a specific program track the influence of multiple campaigns on a single opportunity with campaign influence. Campaign member fields can be customized to capture the information needed to analyze effectiveness

The customer support team wants to use a different Page Layout when closing a Case. What method should the admin use to fulfil this request?

Case Close Page Layout

A system administrator enables Case Feed Actions and Feed Items in Support Settings. With the appropriate profile permissions enabled, what change will users see?

Cases use feed layouts rather than standard page layouts.

Ursa Major Solar sells through many different reseller networks. Each reseller's deals are tracked on separate opportunities. The sales manager is concerned that the pipeline report is not accurate due to multiple opportunities for the same end customer. How should the sales process be modified to ensure opportunities are not double-counted in the pipeline?

Change the forecast category to Omitted on the duplicate opportunities.

Master-detail

Closely links objects together such that the master record controls certain behaviors of the detail and subdetail record. For example, you can define a two-object master-detail relationship, such as Account—Expense Report, that extends the relationship to subdetail records, such as Account—Expense Report—Expense Line Item. You can then perform operations across the master—detail—subdetail relationship.

CSV File

Comma Separated Values (CSV) A plain text file that contains a list of data An accepted file format for Data Loader and Data Import Wizard

Ursa Major Solar wants the sales team to access information about Closed Won opportunities with a common competitor for all pending big deals. Which set of features should the system administrator implement?

Competitors and Similar Opportunities

Ursa Major Solar offers a variety of products that are comparable to products from other companies. Sales representatives request a method to track product strengths and weaknesses compared to those offered by other vendors. What should the system administrator implement?

Competitors on the opportunity page layout

Which feature tracks how often a file is viewed?

Content Deliveries

Ursa Major Solar has an inside sales team that only sells warranty renewals and an outside sales team that only sells products. Each type of sale captures different information and has a different sales cycle. How should the system administrator configure Salesforce to meet these requirements?

Create a page layout, sales process, and record type for each type of sale.

Ursa Major Solar uses a private sharing model for cases. Each product line has several product specialists who want to have visibility to all cases involving their product line. How should the admin meet this requirement?

Create a predefined case team for each group of product specialists and assign the team using Case Assignment Rules

Salesforce Knowledge

Create and manage a knowledge base with your company information Securely share it when and where it's needed.

How should the system administrator implement biweekly notifications for sales reps that include opportunities that need attention based on the opportunity owner's last login, past due opportunities, and all opportunities that have not been updated in the last 30 days?

Create opportunity update reminders.

Fiscal Year

Custom if year starts on any day other than the 1st or if FY does not follow gregorian calendar. Once enabled it cannot be turned off. Must be reset annually Standard, can choose what month it starts and naming based off of start or end year this year being FY 21 or 22

Homepage Layouts

Customize a home page to bring relevant updates, details, and summaries to your users with lightning components. Apply standard or custom lightning components. Update component properties Assignable to user profiles

Which set of Salesforce records is exported by choosing the "Export All" option instead of "Export" in Data Loader?

Records for a specified object including records in the recycle bin.

Assignment Rules

Define conditions that determine how leads or cases are processed. Assign leads/cases to owners based on criteria

Which configuration action should be performed to ensure every Case gets assigned to a valid Owner?

Define the Default Case Owner in Support Settings.

Profile

Defines how users access objects and data, and what they can do within the application When you create users, you assign a profile to each one Includes: Assigned Apps, Tab settings, Record Type Assignments, Page Layout Assignments, Object permissions, field permissions, user permissions (app and system), custom permissions, login hours, login IP Ranges

Organization-wide Sharing Default (OWD) Sharing Default

Defines the default access level for an object's records with organization-wide sharing settings Can be set separately for custom objects and many standard objects, including assets, campaigns, cases, and accounts and their contracts

Data Loader

Desktop app. Can be automated up to 5 million records

Activities

Records, either tasks or events, of the interactions your organization has with records such as your accounts, contacts, and opportunities.

Creating and assigning page layouts

Each profile gets ONE page layout/object. Record types work around this limit. Page layout controls the fields, sections, related lists, and buttons that appear when users view or edit a record. Page layouts are assigned via the profile

Case Escalation Rules

Escalation rules automatically re-routes a case or notifies a user when the case is not resolved within a certain period of time. Choose to escalate to a queue or another user configure the rule to automatically notify a user configure rule entries to define the order, criteria, and escalation actions consider enabling early triggers in support settings

External ID

External ID in Salesforce is a custom field that has the "External ID" attribute checked meaning that it contains unique record identifiers from a system outside of Salesforce. When we select this option the import wizard will detect existing records in Salesforce that have the same External Identification.

What is a potential benefit of using Suggested Solutions?

Reduced support costs

Web-to-Case

Gather customer support requests directly from your company's website and automatically generate new cases

Sharing Rules

Give chosen users greater access by making automatic exceptions to your org-wide sharing settings Use to extend sharing access to users in public groups, roles, or territories

Salesforce Mobile App

Gives you access to the same information you see on your computer, but organized for getting work done while away from the office. Change the order of items listed in navigation menu Customize compact layouts to display the most useful information Configure a launchpad screen for easy access to commonly used info Add and customize the actions in publisher

Data Types

ID Look up relationship, master-detail relationship String Auto number, email, phone, multi select pick list, text, text area, long text area, rich text area, data category group reference and URL Boolean Check box Double Currency, Formula, number, percent and roll-up summary. Varies by type Formula Field DIFFERENT FIELD TYPES Auto number : when auto number data types is selected a system-generated sequence number that uses a certain display format that we define. Auto generated number will be increment for every record we create. Formula : When Formula data type is selected we are able to derive different Formula expressions that derives values. The formula field is updated every time when there is a change in source field. It is a read-only field type.

Opportunities

In Salesforce, an opportunity is a sale or pending deal. Multiple opportunities make up your sales pipeline, which contributes to your sales forecast. It's important to keep your Salesforce opportunities updated to ensure your sales forecast is accurate.

Mass Transfer

In Salesforce, there is an option to mass transfer the Accounts. If you click that option, it navigates you to the Mass Transfer account page to transfer accounts own by either active or inactive user to another user.

How can a system admin discover who added a field to the account page layout?

Use Setup Audit Trail

What Salesforce feature should a company implement to provide a method for its resellers to track their leads and opportunities?

Partner Site using Experience Cloud

How should a Chatter user send a message to another Chatter user that cannot be viewed by anyone else?

Post a private message to the recipient.

Products

Products in Salesforce are tangible and intangible items that generate revenue for your company. The complete list of Products in Salesforce represents your product catalog available to salespeople when selling to customers and prospects.

Sites using Experience Cloud (formerly Salesforce Communities)

Provide a way for employees, customers, and partners to connect in one place. Companies can collaborate and communicate with people outside of the company who are key to the business.

Which option can be added to Outlook Publisher Layouts?

Quick Actions

Ursa Major Solar has a renewal sales team that uses the Opportunity object. The team wants to use many of the same picklist fields that are already defined, but needs unique picklist values. What feature allows an administrator to maintain the same field for 2 different teams?

Record Types

Creating and assigning record types

Record types allow you to offer users different page layouts and picklist values for different business scenarios, based on their profiles. Each object has a default master record type, but you can create new ones

Activities

Salesforce Activities include Tasks, Events and Calendars. These Activities and Activity history are visible on all core Salesforce objects: Campaigns, Leads, Contacts, Accounts and Opportunities.

Role Hierarchy

Salesforce offers a user role hierarchy that you can use with sharing settings to determine the levels of access that users have to your Salesforce org's data. Roles within the hierarchy affect access on key components such as records and reports.

Sharing Settings

Salesforce provides organization-level sharing settings to set the baseline access for the records, so that you can set the sharing separately for every object. If you want to restrict your users' access to data of an object, set the object's Default Internal Access or Default External Access setting as private.

Auto-response Rules

Send automatic email responses to lead or case submissions based on the record's attributes.

Ursa Major Solar has a sales team focused on renewals. The team uses most of the same opportunity fields as other teams, but needs different Stage values. What should the administrator update to support this requirement?

Stage Selected Values in the Sales Process

What report should an administrator use to display the number of contacts related to an account?

Summary report with a report formula

Support Processes

Support processes in Salesforce allow to create different process cycle a Support executive follows to resolve a case. ... In the Salesforce Support process, we define the picklist values of the Status field which will be available to the user using that support process.

Which three reports can be used to display a list of the Top 10 Accounts on a dashboard?

Tabular report with Rows to Display set to 10 Summary report with a chart Summary report without a chart

Recycle Bin

The Recycle Bin lets you view and restore recently deleted records for 15 days before they are permanently deleted. Your org can have up to 5,000 records per license in the Recycle Bin at any one time. For example, if your org has five user licenses, 25,000 records can be stored in the Recycle Bin.

A system admin cannot share a report folder. What is a possible reason?

The folder is private

Merge Function

The merge operation merges up to three records into one of the records, deletes the others, and reparents any related records.

A delegated administrator at Ursa Major Solar cannot edit the Created Date field for the account record. What reason should the administrator give for why this is occurring?

This is a System Audit field and it's read only for existing records

How long is data stored in the Recycle Bin?

Up to 15 days

Dashboard Components

Up to 20

Report and Dashboard Filters

Up to 20

Data Loader vs Import Wizard

Use Data Loader when: - You need to load 50,000 to 5,000,000 records. Data Loader is supported for loads of up to 5 million records - You want to schedule regular data loads, such as nightly imports - You want to export your data for backup purposes Use the import wizard when: - You are loading less than 50,000 records - You want to prevent duplicates by uploading records according to account name and site, contact email address, or lead email address.

Chatter Groups Features

Users in a Chatter group can: ● Collaborate in a private, public, or unlisted group. ● Use Announcements for important messages. ● Post updates, files, and links. ● Include customers in private groups.

Validation Rules

Verify that the data a user enters in a record meets the standards you specify before the user can save the record

Currency Management

What is Salesforce multicurrency? Before we look at how multicurrency works and what you need to look out for, lets look at what it offers: Adds the ability to record amounts in different currencies. If you don't have multicurrency enabled, then amounts are just displayed as an amount.

Locale Settings

impacts First/Last Name, Date Format, time and Number Display

Creating and assigning business processes

opportunities, cases, solutions, and leads have a special picklist field, or business process, that lets you track these records through their lifecycles. You can create new versions to use in record types to reflect different business scenarios You must create at least one business process before you can create a record type for the objects listed above

Chatter

professional social media platform. Users can follow people, like posts, download files, link internal and external links, comment on posts, and attach files Chatter users can be external with proper Chatter license

Lightning for Outlook Some users complain about the Record Type selection screen when creating new Opportunities. What two actions should the administrator take to allow these users to bypass choosing a record type?

● Link emails in Microsoft Outlook to contacts, leads, accounts, opportunities, and cases in Salesforce. It can also relate Events to records within Salesforce. ● Relate events to records within Salesforce