Salesforce Administrator 2018

How many profiles can a user be assigned to in Salesforce?

1. (Users can be assigned to only 1 Profile in Salesforce. They can also be assigned to only 1 Role in the Role Hierarchy, as well. You can assign a user to multiple Permission Sets.)

Related to the Lead Conversion process in Salesforce, you can map Custom Lead fields to Custom fields on which three objects in Salesforce? (select 3) 1. Account. 2. Case. 3. Opportunity. 4. Contract. 5. Contact.

1. Account. 3. Opportunity. 5. Contact. (When sales reps convert qualified leads, the information from the standard lead fields appears in standard fields for contact, account, and opportunity records. If you set up custom lead fields, you specify how that custom information converts to custom fields in accounts, contacts, and opportunities.)

When creating a Custom Summary Formula in a Report, what are the four valid Summary Types which you can select? (select 4) 1. Average. 2. Previous. 3. Total. 4. Min. 5. Max. 6. Sum.

1. Average. 4. Min. 5. Max. 6. Sum. (You can create custom summary formulas for summary and matrix reports to calculate additional totals based on the numeric fields available in the report.)

When are Data Validation Rules fired in Salesforce? (select 2) 1. Before a new record is saved. 2. After a new record is saved. 3. Before an existing record is updated. 4. After an existing record is updated.

1. Before a new record is saved. 3. Before an existing record is updated. (Validation rules fire before a record is inserted or updated in Salesforce.)

Which of the following are valid Chatter components? (select 3) 1. Bookmarks. 2. Feed. 3. Groups. 4. Twitter. 5. Facebook.

1. Bookmarks. 2. Feed. 3. Groups. (Go to the Chatter tab and look at what appears on the left side of the screen. You'll notice things such as Feed, What I Follow, Groups, People, Files, Topics - all of these things are components of Chatter that you need to be familiar with. Test out Chatter's functionality and become familiar with Groups, Bookmarks, etc. Chatter does not connect with social networks such as Facebook or Twitter.)

Which of the following Objects can be assigned to a Queue in Salesforce? (select 3) 1. Case. 2. Lead. 3. Opportunity. 4. Custom Object. 5. Account.

1. Case. 2. Lead. 4. Custom Object. (Prioritize, distribute, and assign records to teams who share workloads. Access queues from list views. Queue members can jump in to take ownership of any record in a queue. They're available for cases, leads, orders, custom objects, service contracts, and knowledge article versions.)

Which of the following scenarios would potentially result in data loss? (select 2) 1. Changing the data type of a field to a Number field from a Text field. 2. Changing the data type of a field from a Number field to a text field. 3. Changing the data type of a field from a Checkbox to a Picklist field. 4. Changing a Picklist field to a Multi-Select Picklist field and keeping the available picklist options the same.

1. Changing the data type of a field to a Number field from a Text field. 3. Changing the data type of a field from a Checkbox to a Picklist field. (There are many scenarios in which you can experience data loss when changing a field's field type. Going from a picklist to a multi-select picklist won't wipe out existing data. Also, going from a Number to Text will be ok because numeric values can be displayed and represented in text fields. Think through the various scenarios logically and test some of them out in your own org.)

Multiple users are suddenly reporting to you that they are receiving a Validation Rule error when trying to create a new account record. The error mentions that the Industry field for the account cannot be blank. The problem is, these users cannot see the Industry picklist field, and are therefore unable to select an Industry and save new account records. Which steps should you take in order to troubleshoot and resolve this issue for your users? (select 2) 1. Check the Field Level Security for the Industry field to confirm that it is not hidden from the affected users. 2. Check the page layout(s) assigned to the affected users to see if the Industry field is displayed. 3. Create a new Role in the Role Hierarchy for the affected users. 4. Turn off the validation rule.

1. Check the Field Level Security for the Industry field to confirm that it is not hidden from the affected users. 2. Check the page layout(s) assigned to the affected users to see if the Industry field is displayed. (Validation rules fire, even for fields that a user can't see. Reasons that this may occur would be if the Field Level Security isn't set for that user's profile to be able to see the field. Another possibility is that the page layout that is assigned to the user does not display the field. Turning off the Validation Rule may be a temporary fix until you can get the data access and visibility issue resolved, but you want to find the root cause, as best practice. The Role Hierarchy determined which records a user has access to for an object, but doesn't control the visibility of individual fields on an object.)

In which of the following scenarios can a Validation Rule fire, thus helping prevent bad data from entering your Salesforce org? (select 3) 1. During the initial creation of a record. 2. During the manual update of a record. 3. During a mass import from the Data Loader. 4. During the creation of a Chatter post.

1. During the initial creation of a record. 2. During the manual update of a record. 3. During a mass import from the Data Loader. (Validation rules do not fire on Chatter posts, but are fired during initial creation and update of records in Salesforce - either manually, or in bulk.)

Which of the following User Interface settings can be enabled? (select 3) 1. Enhanced Lists. 2. Chatter. 3. Collapsible Sidebar. 4. Hover Details.

1. Enhanced Lists. 3. Collapsible Sidebar. 4. Hover Details. (The Global User Interface settings are a series of checkmarks that are available from Setup > User Interface. These settings control a multitude of user interface functions and it will serve you well to experiment with them in order to become more familiar with what they do and how they impact the interface of Salesforce.)

Which statements are true regarding a Junction Object? (select 2) 1. Establishes a Many-to-Many relationship between two objects. 2. Is a type of report that joins records from two different objects together. 3. Is a custom object with two master-detail relationships. 4. Is not possible to create in Salesforce.

1. Establishes a Many-to-Many relationship between two objects. 3. Is a custom object with two master-detail relationships. (Junction objects establish many-to-many relationships between two objects and are created with two master-detail relationships.)

Which of the following are considered valid Activity Management activities in Salesforce? (select 3) 1. Event. 2. Task. 3. Call. 4. Accounts.

1. Event. 2. Task. 3. Call. (Activities in Salesforce are your events, your tasks, calls you've made, and emails you've sent. Salesforce gives you multiple ways to track your activities together for a more complete picture of your progress on deals and accounts.)

What are the four available actions that can be launched from a Workflow Rule? (select 4) 1. Field Update. 2. New Task. 3. New Process. 4. Email Alert. 5. New Object Record. 6. Outbound Message.

1. Field Update. 2. New Task. 4. Email Alert. 6. Outbound Message. (The four available actions via a Workflow Rule, whether Immediate or Time-Based are Field Update, Email Alert, Outbound Message, and New Task. If you needed to create a new object record, you would need to resort to a Process to accomplish this.)

You need to quickly lock a user out of Salesforce. Which are valid options for accomplishing this requirement? (select 2) 1. Freeze the user. 2. Delete the user. 3. Change the user's Profile. 4. Change the user's Role. 5. De-activate the user.

1. Freeze the user. 5. De-activate the user. (You would want to ideally deactivate the user, but can also freeze their user account if they are still entangled with various administrative processes. This will effectively keep them from logging back into Salesforce. You cannot delete a user account in Salesforce. And changing their Role or Profile would not prevent them from logging back into their existing account.)

Which of the following are valid types of Communities that are available in the Community Cloud offering by Salesforce? (select 3) 1. Partner Community. 2. Employee Community. 3. Government Community. 4. Customer Community. 5. Health Community.

1. Partner Community. 2. Employee Community. 4. Customer Community. (Salesforce provides three primary types of Communities, which are Customer, Partner and Employee Communities.)

What types of scheduling can be defined on a product in Salesforce? (select 2) 1. Quantity. 2. Revenue. 3. Daily. 4. Quarterly. 5. Monthly.

1. Quantity. 2. Revenue. (Both Revenue and Quantity scheduling are supported for products in Salesforce, once Product Schedules have been enabled.)

How can you relate an opportunity to a campaign? (select 2) 1. Select the Primary Campaign Source for the Opportunity. 2. Use the Campaign Influence Related List on the Opportunity. 3. Use the Campaign Hierarchy Related List on the Opportunity. 4. You cannot relate an opportunity to a campaign.

1. Select the Primary Campaign Source for the Opportunity. 2. Use the Campaign Influence Related List on the Opportunity. (Though multiple campaigns can be influential, you can designate only one campaign as the primary campaign source on the opportunity. The campaign you designate as the primary campaign source will always appear in the Campaign Influence related list. )

Which of the following profiles are Standard Profiles in Salesforce? (select 3) 1. Standard User. 2. Chatter Free User. 3. System Administrator. 4. Account Manager. 5. Super User.

1. Standard User. 2. Chatter Free User. 3. System Administrator. (Salesforce contains a multitude of Standard Profiles, such as Standard User, Chatter Free User and System Administrator. If you go to Setup > Profiles, you can view a list of all profiles in your own org. Note the Custom checkbox column, which denotes if a profile is custom or standard.)

Which of the following controls a user's access to a dashboard? (select 2) 1. The source report folder access. 2. Sharing Rules. 3. Dashboard properties. 4. Dashboard folder access.

1. The source report folder access. 4. Dashboard folder access.

A user is reporting that they are unable to log in to Salesforce. You check their user record and show no log in attempts for them in the past several days. What are possible things the user is doing wrong? (select 2) 1. The user is entering their username incorrectly. 2. The user is entering their password incorrectly. 3. The user is attempting the log in to a sandbox environment instead of production. 4. The user's account has been frozen. 5. The user's account has been locked, due to the failed attempts.

1. The user is entering their username incorrectly. 3. The user is attempting the log in to a sandbox environment instead of production. (If the user were entering their password incorrectly, or if their account was either frozen or locked, you would see a record of their failed login attempts in their user detail screen. If you don't see a record of their attempts on their user account, then they are either entering an incorrect username, or attempting to log in to the wrong location - such as a sandbox login at test.salesforce.com instead of a production login at login.salesforce.com)

Which of the following can you determine by viewing a user detail page? (select 3) 1. The user's Profile. 2. The user's Role. 3. The user's recently viewed items. 4. The last time a user logged in.

1. The user's Profile. 2. The user's Role. 4. The last time a user logged in. (The User Detail page displays user's Role, Profile, contact info, and their recent login history. There is a lot more detail available from the User Detail page as well, such as Permission Set Assignments, Queue Membership, and more.)

The Director of Sales has asked that he receive a notification whenever an opportunity with an amount of over $100,000 reaches a probability greater than 50%. Which of the following could fulfill this request? (select 2) 1. Create a report and monitory it. 2. Big Deal Alerts. 3. Create a workflow rule to send an email to the Director of Sales whenever the criteria is met. 4. Write an apex trigger.

2. Big Deal Alerts. 3. Create a workflow rule to send an email to the Director of Sales whenever the criteria is met. (Big Deal Alerts are ideal for this scenario. You can also accomplish this via a workflow rule and email alert, so that whenever an opportunity reaches a probability of greater than 50% and the amount is greater than $100,000, an email alert is sent to the Director.)

When it comes to field dependency in Salesforce, which of the following type of fields can be dependent fields? (select 2) 1. Checkbox. 2. Custom Picklist. 3. Multi-Select Picklist. 4. Text. 5. Standard Picklist.

2. Custom Picklist. 3. Multi-Select Picklist. (Custom Picklist fields and Multi-Select Picklist fields can be dependent picklists. Standard Picklist fields cannot be dependent fields.)

Which records can Lightning Sync automatically keep in sync between Outlook and Salesforce? (select 2) 1. Accounts. 2. Events. 3. Contacts. 4. Opportunities. 5. Chatter.

2. Events. 3. Contacts. (Lightning Sync keeps Contacts and Events in sync automatically.)

Which of the following can be used to make a field required? (select 3) 1. Process Builder. 2. Page Layout. 3. Validation Rule. 4. Required checkbox on the field. 5. Field Level Security.

2. Page Layout. 3. Validation Rule. 4. Required checkbox on the field. (You can effectively make a field required by creating a validation rule where if the field is left blank, an error displays, not allowing the record to be saved until that field is populated. You can also set a field to Required on the Page Layout, as well as by checking the Required checkbox on the actual field itself. Field Level Security is used to set if a field is Visible and Read-Only, but isn't used to mark a field as required.)

Which field settings can you control in the Page Layout Editor? (select 3) 1. Dependent. 2. Required. 3. Controlling. 4. Read Only. 5. Visible.

2. Required. 4. Read Only. 4. Visible. (You cannot set field dependencies from the Page Layout Editor. You can make a field visible, read-only, and/or required via the Page Layout Editor.)

Select the 4 valid Report formats available in Salesforce (select 4) 1. Pivot Table. 2. Summary. 3. Joined. 4. Matrix. 5. Tabular. 6. Table.

2. Summary. 3. Joined. 4. Matrix. 5. Tabular. (The four valid Report formats you can create in Salesforce are Summary, Matrix, Tabular and Joined.)

Which of the following objects is not a Standard Object in Salesforce? 1. Account. 2. Contact. 3. Competitor. 4. Lead. 5. Case.

3. Competitor. (Become familiar with which objects are Standard Objects in Salesforce. You can do this at a glance in Salesforce Lightning by going to Setup > Object Manager, or in Salesforce Classic, go to Setup > Customize.)

Which of the following tabs may be made accessible in a Customer Community? (select 2) 1. Dashboards. 2. Opportunities. 3. Knowledge. 4. Ideas.

3. Knowledge. 4. Ideas. (Both Ideas and Knowledge can be made available to customers in Communities.)

Which of the following are valid report formats that are available in Salesforce? (select 3) 1. Pivot. 2. Dynamic. 3. Summary. 4. Tabular. 5. Matrix.

3. Summary. 4. Tabular. 5. Matrix. (In addition to Tabular, Summary and Matrix reports, you can also create Joined reports in Salesforce. Salesforce does not support Pivot Tables. )

Which of the following components can be added to a custom Home Page in Salesforce Classic? (select 2) 1. News. 2. AppExchange. 3. Tasks. 4. Calendar.

3. Tasks. 4. Calendar. (Two primary pieces of Activity Management are Tasks and Events, which can be added to your Home Page in Salesforce Classic (Events display in your Calendar, which can be added to the Home Page, along with buttons for creating a New Event)).

Which of the following would be considered a Junction Object in Salesforce?

A many-to-many relationship created with two master-detail relationships. (You can use master-detail relationships to model many-to-many relationships between any two objects. A many-to-many relationship allows each record of one object to be linked to multiple records from another object and vice versa.)

You recently added a new Stage to the Opportunity object. Users are now reporting that the new Stage is not available from the picklist to select from. What do you need to do to make the new Stage selection visible for users?

Add the new Stage as a Selected Value in the appropriate Sales Processes in which it should displayed. (The Sales Process is where you set which Stages are visible to users. Field Level Security dictates whether a user can view and edit a field, but doesn't control to the level of which specific picklist values display. Likewise, the Page Layout controls which fields are displayed on a page, but don't control specific picklist values of a field. Whenever you have to deal with specific picklist value visibility, the things that control this are typically Record Type and Process related.)

What Report functionality would you use in order to quickly categorize report records without creating a formula or a custom field?

Bucketing. (Bucketing lets you quickly categorize report records without creating a formula or a custom field. For example, create a bucket field named Size based on the # Employees field. Then, create buckets that group records into _Large,_ _Medium,_ or _Small_ ranges that you define. Bucket fields can be used like any other field to sort, filter, and group your report.)

Your Service Department consists of a variety of agents with specific skillsets. Their manager would like to automatically route cases to agents based on the criteria of a case in order to assign cases to the most appropriate agent. What feature of Salesforce would you utilize to fulfill this request?

Case Assignment Rules. (In Professional, Enterprise, Unlimited, Performance, and Developer Edition organizations, web- and email-generated cases are automatically assigned to users or queues based on criteria in your active case assignment rule. Cases that do not match the assignment rule criteria are automatically assigned to the Default Case Owner specified in the Support Settings.)

Users are reporting that a picklist field is missing several selections for some records, but not for other records. What would you check in order to troubleshoot this issue?

Check the Selected Values for the Picklist for each Record Type of the object. (Profiles, Page Layouts and Field Level Security don't go down to the level of the individual picklist selections. Whenever users report that certain picklist fields do not contain certain selections, go to the Record Type menu for the object in question, and then select the various Record Types for that object. Each Record Type for an object will display Picklists Available for Editing. If you click Edit next to one of those picklists, it will show you Available Values and Selected Values for the picklist field. From there, you can also select a default selection.)

The director of Sales has asked that you provide pricebook pricing for multiple currencies. You currently have just one pricebook created in your Salesforce org. You have also previously enabled multiple-currencies in your Salesforce org. What would you do to accommodate this request?

Create individual products for each currency, for each product that is needed in the pricebook. (A product can only reflect pricing in a single currency. You may include the same product in multiple currencies in a single price book, but each product must have individualized records for each currency in the price book.)

You recently created a new object in Salesforce, but did not create a tab for the object. Which type of tab would you need to create, if you later decide that a tab would be helpful for accessing this new object's records?

Custom Object Tab. (It is very easy to forget to create a tab for a new custom object. If you forget to do so, simply go to Setup > Create > Tabs and click New under the Custom Objects Tab section of the page. You'll be prompted to select the Object that the tab is for, as well as set the Tab Visibility for each Profile. The four possible answers for this question represent the four types of tabs that you can create in Salesforce.)

The Chief Technical Officer has requested that all data records out of Salesforce be backed up weekly. What standard functionality does Salesforce provide to accommodate this request?

Data Export. (The Data Export function can export all records out of your Salesforce instance weekly (free developer accounts only support a monthly export). You can include all objects, and Salesforce will export all of the records into separate .csv files, by object. You can schedule these exports as frequently as weekly.)

Which tool can perform mass deletes in Salesforce?

Data Loader. (The Data Loader can handle the mass deletion of records.)

Which feature can be enabled and set up to automatically create a case in Salesforce when a customer sends an email?

Email-to-Case. (Email-to-Case can be enabled and set up to automatically create a case in Salesforce when a customer sends an email to a defined email address.)

The Director of Sales would like to be able to see more details around changes to key fields on opportunities. He has asked that whenever an opportunity's Stage or Amount is changed, he needs to be able to see which user performed the change, when, as well as the previous and new entries. What should you do to accomplish this task?

Enable Field History Tacking on Opportunities and then select to track history on the Stage and Amount fields on the Opportunity object. (You can select certain fields to track and display the field history in the History related list of an object. The field history data is retained for up to 18 months.)

True or False: Changing the Locale of a user will change the language of their User Interface in Salesforce.

False. (To change the language of the User Interface for an individual user in Salesforce, you would change the Langauge setting on that user's user record. Changing the Locale will potentially impact the format of certain fields, such as Date fields, but does not localize the User Interface into a different language.)

The Director of Sales has implemented a commission structure for all Sales Reps. This new commission needs to be displayed on Opportunities and reflect an amount of 5% of the total amount of the opportunity. What type of field would you create to accomplish this requirement?

Formula. (A formula field would be used in order to create this new Commission field.)

You need to extend the Service Cloud User feature license to a user in your organization. Where would you go to do this?

From the User record by checking the Service Cloud User checkbox. (Feature Licenses, such as Service Cloud, are assigned via the User record. You can see how many Feature Licenses you have available in your org by visiting the Company Information screen, but you cannot assign these licenses from there.)

Which Dashboard Component would you use in order to display a single value that you want to show within a range of custom values?

Gauge. (Use a gauge when you have a single value that you want to show within a range of custom values. For example, to create a dashboard that measures where your current closed opportunity amounts fall within a range of values, set the Minimum Value, Breakpoint #1 Value, Breakpoint #2 Value, and Maximum Value for the gauge. The ranges that you set can indicate poor, acceptable, and good performance. Set appropriate colors for each of these ranges to visually indicate progress. To create a gauge with only two ranges, leave Breakpoint #2 Value blank.)

This tool provides a visual representation of the various steps of an Approval Process in Salesforce

Process Visualizer. (The Process Visualizer uses specific notation to graphically represent each approval process. The shapes are based on the Business Process Modeling Notation (BPMN) standard. In the Process Visualizer, a shape's color changes from gray to blue when you hover over or click it.)

The Organization Wide Default for Opportunities is set to Public Read/Write in your organization. Which Security feature would you utilize to restrict access to Opportunities for a certain set of users?

Profile. (If a user's profile does not grant the access to an object, they will not be able to access that object or see/edit any of that object's records, even if the Org Wide Default is set to Public Read/Write.)

In addition to Organization Wide, where else can you specify Session Settings in Salesforce, to log users out after a set time of inactivity?

Profile. (In addition to the organization-wide Session Settings, which can be found in Setup, there is also a Session Settings link under each Profile. The Session Settings you designate at the Profile level override the Session Settings that are set organization-wide.)

You have been tasked with disabling access to a custom Salesforce application for a group of users in Salesforce. Which of the following would you adjust in order to accomplish this task?

Profiles. (Profiles are used in order to grant or deny access to a custom app in Salesforce. Roles control which records you have access to, but do not control App access. Page Layouts control the user interface for individual records. Sharing Rules are made at the object level, but not at the app level.)

Which of the following allows you to report on historical data in Salesforce in order to monitor and spot trends?

Reporting Snapshot. (A reporting snapshot lets you report on historical data. Authorized users can save tabular or summary report results to fields on a custom object, then map those fields to corresponding fields on a target object. They can then schedule when to run the report to load the custom object's fields with the report's data. Reporting snapshots enable you to work with report data similarly to how you work with other records in Salesforce.)

As an Administrator for your company, you have two different Sales Groups that need to use different Stages on Opportunities. How do you display the correct stages for each group?

Set up two different sales processes and assign them to the appropriate profiles (A Sales Process contains the Stages that an Opportunity follows through its sales cycle.)

Which of the following is not a valid dashboard component type?

Snapshot. (A Visualforce Page is a valid dashboard component, along with Metric, Gauge, Chart, and more.)

Where would you go to view pending workflow actions that are scheduled to fire in the future?

Time-Based Workflow. (The Time-Based Workflow Queue shows pending actions and can be accessed by going to Setup > Monitor > Time-Based Workflow. The View Setup Audit Trail reveals what changes and customizations administrative users have made in your org.)

What is the primary purpose of the AppExchange?

To provide a marketplace through which Salesforce users can access, download, and install apps, in order to extend the core functionality of the platform. (The AppExchange is Salesforce's App Store. You can access, download and install apps into your own Salesforce organization, in order to extend the functionality of the platform.)

True or False: Once a Salesforce Organization has enabled Multiple Currencies, that Organization can not revert back to a single Currency.

True. (Converting an org to a multi-currency environment is an undertaking not to be taken lightly, and cannot be reversed. You have to initiate this process by logging a Case with Salesforce. You also have to confirm the understanding that this process cannot be reversed, in addition to their being a lockout period for your organization.)

Your company has recently acquired another company. You have been tasked with importing the acquired company's account, contact, and opportunity records; each of which exceed 50,000 records each. How would you accomplish this?

Use the Data Loader and import all of the account records, then all of the contact records, and then all of the opportunity records. (The Data Import Wizard is not an option for this task, because the number of record involved exceeds 50,000. Additionally, the Data Import Wizard is not able to import Opportunity records. You can also not import records across multiple objects at the same time, so you would need to employ the Data Loader for this task. You would start with the Account records, since the Account would be the parent of both the Contact and Opportunity records. You would likely want to do the Contact records next and the Opportunity records last, because the Opportunities may need to be associated with Contacts on their respective Accounts, such as through Contact Roles.)

What is the starting point for an Approval Process in Salesforce?

When a record is submitted for approval. (For an approval process to start, it must first be submitted. This is the starting point at which a record enters an approval process, and then it traverses through the various steps, based on the processes settings and if criteria is met.)

You are trying to connect to Salesforce from an IP address that is outside of your company's trusted IP range, using the Data Loader. Your login attempts fail, although you know you are entering your Username and Password correctly. You have confirmed that your account is not locked by successfully logging into Salesforce via the browser interface. Which of the following is a valid reason why you are unable to connect?

You have forgotten to append your Security Token to the end of your Password in the Data Loader login window. (Your user account has not been locked, because in this scenario you confirmed your account was ok by successfully logging in via the interface. Additionally, you don't require a separate license for Data Loader - it is a free download, and you can use it to connect to any Salesforce accounts with which you have an active user license for. There are different versions of the Data Loader, and you can download and install updates, but this won't affect your ability to log in to your Salesforce instance. If you do find yourself in this scenario, you'll need to append your Security Token to the end of your Password in the Password field in order to log in using the Data Loader.)

Complete this sentence - Dynamic Dashboards _

_enable each user to see the data they have access to. (Dynamic dashboards enable each user to see the data they have access to. With a dynamic dashboard, you can control data visibility without having to create a separate dashboard, with its own running user and folder, for each level of data access.)