Salesforce Process Automation Accredited Professional
*** AUTOMATION BASICS *** Describe how fast field updates could be used
Updating the record that triggered the transaction
*** INTEGRATION *** Which adapter should be used when your account executives need a unified data view from legacy systems?
OData 2.0 or 4.0 Adapter for Salesforce Connect
*** TESTING | DISTRIBUTION | MONITORING *** Where can a user find their paused flow interviews?
1. In the full Salesforce site > "Paused Flow Interviews" on the Home tab 2. In an Experience Builder site > "Paused Flows" on a page 3. In the Salesforce mobile app > "Paused Flows" in the navigation menu
*** TOOLS & BEST PRACTICES *** State the three parameters available for the InvocableMethod definition; specify which are required vs. optional
1. Label; REQUIRED > appears as an action name in Flow Builder 2. Description; optional > summarizes what the method does. 3. Category; optional > describes the action category in Flow Builder
*** INTEGRATION *** State two ways to launch an autolaunched flow from an LWC
1. Launch the flow dynamically from LWC code using an Apex call to the flow invocation point 2. Launch the flow from platform events; use your LWC to fire a platform event
*** TESTING | DISTRIBUTION | MONITORING *** How long are saved failed flow interviews available for?
14 days
*** AUTOMATION BASICS *** State the maximum number of tests per flow
200
*** TOOLS & BEST PRACTICES *** Provide an example where a Go-To element may be used in Flow Orchestration configuration
A 'rejection handler' stage, which can be re-used by any path / logic branch in the Orchestration
*** INTEGRATION *** Define an OmniStudio DataPack
A DataPack is a collection of components and related functionality that are packaged for migration from one org to another. DataPacks can be used for deployment; that is, to migrate functionality from a sandbox environment to a production environment
*** INTEGRATION *** Describe OmniStudio Data Raptors
A DataRaptor is a mapping tool that enables you to read, transform, and write Salesforce data
*** TOOLS & BEST PRACTICES *** Provide a definition for a chatbot
A chatbot is an application that simulates human conversation, either aloud or via text message
*** AUTOMATION BASICS *** Define a flow action
A custom action that renders a flow
*** TESTING | DISTRIBUTION | MONITORING *** If an admin has the necessary permissions and system configuration, where would they debug a flow as another user? A) Within the Debug Flow modal launched from a flow B) Process Automation Settings in Setup C) Debug As User on the User Record for a particular user D) From the View Details and Versions dropdown for a flow
A) Within the Debug Flow modal launched from a flow
*** INTEGRATION *** Select three benefits of OmniStudio A) No code to low code B) No need to reuse components C) Allows complexity with rules engines D) Consume APIs with code E) Simplify for users with one channel F) Easier to work with hierarchical or external data and build pixel-perfect UI
A), C), E)
*** TOOLS & BEST PRACTICES *** How could AI streamline the service experience, particularly for the email channel?
AI could help by reading through emails, doing the case classification based on past inquiries, and then automatically routing the emails to the right person Cases will get into the hands of the right agent faster
*** AUTOMATION BASICS *** What setup component defines the business logic of Einstein Next Best Action?
Action Strategies
*** INTEGRATION *** What can be done to increase the configurability of an invocable action?
Add a custom property editor
*** TOOLS & BEST PRACTICES *** How do Next Best Action Requests impact Salesforce customer spend (i.e., license costs)?
All orgs receive a free monthly allowance of Next Best Action requests If a customer's usage exceeds their allowance of free monthly requests or any entitlements that you purchase, Salesforce contacts them to discuss additions to their contract
*** INTEGRATION *** What is an Integration Procedure in the context of OmniStudio?
An application used to read and write data from Salesforce and from external systems
*** AUTOMATION BASICS *** Provide a definition for an evaluation flow
An evaluation flow is a flow with a process type of Evaluation Flow It's an autolaunched flow that contains a predefined Boolean output variable named isOrchestrationConditionMet
*** TOOLS & BEST PRACTICES *** What automation tool should be used when you want to perform CPU-intensive operations; e.g., calculate a highly complex discount rate?
Apex
*** TOOLS & BEST PRACTICES *** What is code used to write reusable blocks of automation?
Apex
*** TOOLS & BEST PRACTICES *** State the best approach for Custom Validation Errors
Apex Triggers
*** TOOLS & BEST PRACTICES *** State the best approach for High-Performance Batch Processing
Apex Triggers
*** AUTOMATION BASICS *** What automation tool should be used when you want to approve records through multiple levels in your organization?
Approval Processes
*** AUTOMATION BASICS *** What can be described as a series of steps with assigned approvers; those steps can automate tasks such as locking and updating records
Approval process
*** AUTOMATION BASICS *** Provide a definition for deep learning
Artificial neural networks being developed between data points in large database Deep learning uses algorithms to sift through data, draw conclusions, and enhance performance
*** TOOLS & BEST PRACTICES *** What is a benefit of a collection filter element? A) Collection filters are designed to work with lower processing limits B) Collection filters can replace loops, resulting in simpler flows C) Collection filters overwrite a collection passed in a flow D) Collection filters generate a transitory record variable for single use
B) Collection filters can replace loops, resulting in simpler flows
*** TESTING | DISTRIBUTION | MONITORING *** What is the correct button to select to create a test from a debug run? A) View Tests (Beta) B) Convert to Test C) Run D) Create
B) Convert to Test
*** INTEGRATION *** Select three considerations for using OmniStudio. A) OmniStudio requires custom coding B) OmniStudio requires some technical knowledge for interacting with the components C) Customers need an industry cloud included in their subscription to use OmniStudio D) Legacy systems may require migration E) Customers need a Sales Cloud or Service Cloud subscription to use OmniStudio
B), C), D)
*** TOOLS & BEST PRACTICES *** What automation tool should be used when you want to perform an operation for more records than scheduled-triggered flows allow; e.g., update all 600,000 contacts at once?
Batch Apex
*** AUTOMATION BASICS *** When does a fast field update run?
Before a record is saved to the database
*** TOOLS & BEST PRACTICES *** Describe the features and benefits of Einstein Language
Brings the power of deep learning to developers in order to have the ability to process language across unstructured data in any app Devs can use pretrained models to classify text by the sentiment as either positive, neutral, or negative, and then be able to classify the underlying intent in a body of text
*** TOOLS & BEST PRACTICES *** How can you store more information about an interview when it's saved as a Salesforce record?
Build a custom object that references the interview's GUID; an interview is assigned an 18-character Salesforce ID only when it's paused and saved as a Salesforce record
*** INTEGRATION *** How can you use actions to do something in the browser?
Build or install a local action
*** INTEGRATION *** How can you use actions to do something in the Salesforce database?
Build or install an Apex action
*** TOOLS & BEST PRACTICES *** What is the recommended approach to create strategies? State an alternative method
Build strategies in Flow Builder using the Recommendation Strategy flow type You can also create them in Strategy Builder
*** AUTOMATION BASICS *** Which use case requires an Autolaunched flow? A) Launching interactive automation automatically when a page loads B) Launching automation automatically when a trigger happens in Salesforce C) Running noninteractive automation from a button D) Running interactive automation from an action button
C) Running noninteractive automation from a button
*** TESTING | DISTRIBUTION | MONITORING *** What should be considered when troubleshooting distributing from a flow URL? A) A flow's URL always references the most recent version of the flow B) The URL references a flow's API Name without reference to case sensitivity C) Values pass into a variable must be compatible with the variable's data type D) Any referenced subflows must have at least one element that passes inputs to the flow URL
C) Values pass into a variable must be compatible with the variable's data type
*** TESTING | DISTRIBUTION | MONITORING *** What type of user permissions is needed to debug a flow or view test run details in Flow Builder? A) Customize Application B) View Setup and Configuration C) View All Data D) Manage Flow
C) View All Data
*** TESTING | DISTRIBUTION | MONITORING *** What should be considered whne testing record-triggered flows? A) Only record-triggered flows can include record-level tests in the Debug flow window B) Only selected field values on a triggering record can be used to test specific scenarios C) When debugging flows, record updates are rolled back and aren't committed to the databse D) Records updated by tests of scheduled paths in record-triggered flows are committed to the database
C) When debugging flows, record updates are rolled back and aren't committed to the databse
*** TESTING | DISTRIBUTION | MONITORING *** What is a key advantage of deploying a flow in an app's utility bar? A) Guest users can upload files to flow deployed from a utility bar, but not from Experience Cloud sites B) Flows dpeloyed from the utility bar automatically capture record ID values from different pages in an app C) When you add a flow to an app's utility bar, it's available on every page in that app D) Deploying a flow in a utility bar combines screens into a streamlined user experience
C) When you add a flow to an app's utility bar, it's available on every page in that app
*** AUTOMATION BASICS *** What is a typical agent deflection scenario supported by AI and how does it work?
Chatbots They use AI to understand what people are asking, and how to respond in a meaningful way
*** INTEGRATION *** State how a flow could be used to access external systems
Call actions registered by External Services to insert details from an external banking system into a Salesforce record.
*** INTEGRATION *** Describe OmniStudio FlexCards
Cards that display contextual information and actions in an at-a-glance format; e.g., customer account data
*** TOOLS & BEST PRACTICES *** Describe how classifications work and the type of data being 'mined'
Classifications frequently use "deep learning" capabilities to operate on unstructured data like free text or images
*** TESTING | DISTRIBUTION | MONITORING *** What button(s) do you click in the flow builder to create tests?
Click View Tests, then click Create
*** TESTING | DISTRIBUTION | MONITORING *** How do you create a test from a debug run?
Click the Convert to Test button
*** TESTING | DISTRIBUTION | MONITORING *** What happens when you click Pause while debugging a flow?
Closes the flow and ends debugging
*** TOOLS & BEST PRACTICES *** What is clustering and where can it be useful?
Clustering is another type of classification which gathers insights from your data that you may not otherwise have noticed
*** INTEGRATION *** Describe the IDX Build Tool
Command-line automation tool that packages and migrates OmniStudio Datapacks in a source-control-friendly format
*** INTEGRATION *** Provide a definition for the OmniStudio Digital Experience Layer
Comprised of two primary user interface components to allow users to more intuitively interact w/ data
*** AUTOMATION BASICS *** How would you satisfy a requirement to launch a process after a certain amount of time; e.g., a week after a lead is created, send an email
Configure a record-triggered flow with a scheduled path
*** AUTOMATION BASICS *** What element is used to publish platform event messages?
Create Records elements
*** TESTING | DISTRIBUTION | MONITORING *** How can an admin report on strategies created in Strategy Builder?
Create custom report types using the Recommendation Strategy Metrics and Recommendation Reactions primary objects
*** TESTING | DISTRIBUTION | MONITORING *** How can an admin report on strategies created in Flow Builder?
Create custom report types using the Recommendation Strategy Metrics and Recommendation Responses primary objects
*** INTEGRATION *** Which adapter should be used when you need a unified view of transactions across multiple Salesforce orgs?
Cross-Org Adapter for Salesforce Connect
*** INTEGRATION *** Which adapter should be used when you want to retrieve data via callouts from a REST API?
Custom Adapter for Salesforce Connect
*** INTEGRATION *** Where are the OmniStudio for Vlocity configuration settings stored?
Custom Settings
*** TOOLS & BEST PRACTICES *** What is required to extend Flow beyond manipulating data or interacting w/ native functionalities like SMS, Digital Engagement, Quip, Scheduler, and Slack actions?
Custom code
*** TOOLS & BEST PRACTICES *** What is a design consideration when planning your Flow Orchestration? A) Plan to build all new flows B) Identify what tasks are assigned to what roles C) Use entry conditions to reduce unnecessary operations D) B) and C)
D) B) and C)
*** INTEGRATION *** What format is used to represent data in OmniStudio? A) CSV B) XML C) YAML D) JSON
D) JSON
*** INTEGRATION *** Which of the following components helps you complete a business process? A) FlexCards B) FlexScripts C) OmniCards D) OmniScripts
D) OmniScripts
*** INTEGRATION *** For which of these scenarios would you use platform events? A) Schedule a calendar event B) Broadcast messages with a payload containing only the message body C) Subscribe to events tied to Salesforce records only D) Publish and subscribe to events that are within or external to Salesforce E) Use Apex and Streaming API
D) Publish and subscribe to events that are within or external to Salesforce
*** AUTOMATION BASICS *** Which type of automation runs at a specific date and time? A) Autolaunched flow B) Screen flow C) Record-triggered flow D) Scheduled flow
D) Scheduled flow
*** TOOLS & BEST PRACTICES *** Which license do you need to set up bots? A) Chatbots B) Embedded Service C) Chatter D) Service Cloud E) Chat
D) Service Cloud
*** INTEGRATION *** Which DataRaptor Type should be used to get data from one or more Salesforce objects?
DataRaptor Extract
*** INTEGRATION *** Which DataRaptor Type should be used to save data to one or more Salesforce objects
DataRaptor Load
*** INTEGRATION *** Which DataRaptor Type should be used to manipulate any data that comes from inside or outside Salesforce
DataRaptor Transform
*** INTEGRATION *** Which DataRaptor Type should be used to get data from a single Salesforce object?
DataRaptor Turbo Extract
*** INTEGRATION *** Describe OmniStudio Integration Procedures
Declarative, server-side processes that execute multiple actions in a single server call
*** INTEGRATION *** Provide a definition for Platform Events
Deliver secure and scalable custom notificattions within Salesforce or from external sources
*** INTEGRATION *** Describe the IDX Workbench
Desktop application that enables developers to migrate Datapacks and Salesforce metadata from one org to another or from an org to a Git repository
*** INTEGRATION *** Other than accessing hardware / OS and browser features, what is another primary use case for Local Actions?
Direct Data Queries to on-premises or private cloud data sources
*** TOOLS & BEST PRACTICES *** State when Salesforce updates recommendation strategy metrics
Each time a strategy is executed or a recommendation is accepted or rejected
*** AUTOMATION BASICS *** What is used to setup and deploy Einstein Bots?
Einstein Bot Builder
*** AUTOMATION BASICS *** What type of ML does the Einstein Bots feature use?
Einstein Bots engage with your customers using natural language understanding (NLU) to collect and qualify information in a conversational manner to automatically resolve routine customer requests
*** TOOLS & BEST PRACTICES *** What node should be used in the canvas to connect the recommendation to the decisioning framework?
Einstein Load
*** TOOLS & BEST PRACTICES *** Provide a defintion for an entity in the context of bots and state a few examples
Entities are a type of data that you want to collect from a customer Examples: - Text - Date - Money - Number - Person - Location - Organization
*** INTEGRATION *** T/F: Event messages are analogous to records in Salesforce in that they can be viewed in the user interface, updated, and deleted
FALSE; while an event message is conceptually similar to a record in SF, it cannot be viewed, updated, or deleted
*** TOOLS & BEST PRACTICES *** What is the sequence of data operations between standard or custom objects and external objects? How can this be configured?
First commit changes to the standard or custom object, before accessing external objects In Flow Builder, add a screen, local action, or Pause element that pauses until a flow-based time occurs; use a separate transaction to access data from the external system
*** AUTOMATION BASICS *** What solution should an architect consider first when the business need is a simple data update within Salesforce?
Flow Builder
*** TESTING | DISTRIBUTION | MONITORING *** Where can an admin view debug details for in-progress and failed orchestrations that are activated?
Flow Builder
*** TOOLS & BEST PRACTICES *** What automation tool should be used when you want to coordinate multiple flows, and assign them to multiple teams or individuals; e.g., an automated hiring process that involves HR, Finance, and the hiring team?
Flow Orchestration
*** TESTING | DISTRIBUTION | MONITORING *** State how an admin can view the failed flow interview
From the flow fault email click Flow Error: Click here to debug the error in Flow Builder
*** AUTOMATION BASICS *** Define a record choice set (i.e., what does it generate?)
Generates multiple options by using a filtered list of records
*** AUTOMATION BASICS *** Define a picklist choice set (i.e., what does it generate?)
Generates multiple options by using the values of a picklist or multi-select picklist field
*** TOOLS & BEST PRACTICES *** How can an admin ensure that internal SF users can see their assigned Orchestration items?
Grant the appropriate access to the Flow Orchestrations Work Items list view
*** TESTING | DISTRIBUTION | MONITORING *** What approach can an admin take to compare performance between two different strategies?
Group the strategy executions by recommendation source ID
*** TESTING | DISTRIBUTION | MONITORING *** What approach can an admin take to analyze a strategy's performance?
Group the strategy executions by recommendation source ID, and the number of times a recommendation was served, accepted, and rejected
*** TOOLS & BEST PRACTICES *** Describe the features and benefits of Einstein Discovery
Helps managers take action with predictive service KPIs By serving up real-time analysis of drivers that impact KPIs, like churn or CSAT and suggested recommendations and explanations, managers are empowered to make more strategic decisions for their business
*** AUTOMATION BASICS *** How does numeric prediction AI arrive at the numbers it presents?
Historical data
*** AUTOMATION BASICS *** Describe hybrid bots and state an advantage they provide
Hybrid bots use menu-based methods and NLP methods at the right time to create a blended experience A menu helps customers understand what the bot can do; NLP helps the bot sound smarter and more conversational
*** TESTING | DISTRIBUTION | MONITORING *** Describe how to access the failed flow interview information from the error email
In a flow error email, click Flow Error: Click here to debug the error in Flow Builder
*** AUTOMATION BASICS *** When does a scheduled path run?
In the future, after the trigger has fired, based on dates and times
*** INTEGRATION *** Describe OmniStudio Integration Procedures
Integration Procedures are a way to retrieve, save, and manipulate data behind the scenes An Integration Procedure is also recommended when you need fast processing of complex data from multiple sources
*** TOOLS & BEST PRACTICES *** State the difference between an Interactive Step and a Background Step
Interactive steps require user intervention Background steps require no user interaction
*** TOOLS & BEST PRACTICES *** What types of users can be assigned interactive steps by an Orchestration?
Internal SF user OR credentialed Experience Cloud site visitor
*** TESTING | DISTRIBUTION | MONITORING *** What happens to a paused flow interview?
It is saved until resumed or deleted
*** AUTOMATION BASICS *** What is a loop variable used for?
It is used by a loop to store the values for the current item in the collection
*** AUTOMATION BASICS *** Provide a definition for NER (Named Entity Recognition)
Labels sequences of words and picks out the important things like names, dates, and time NER involves breaking apart a sentence into segments that a computer can understand and respond to quickly
*** TOOLS & BEST PRACTICES *** State the default behavior of Next Best Action when a user accepts a recommendation
Launches a flow
*** TOOLS & BEST PRACTICES *** What capability does the Limit Reoffer element in Strategy Builder enable?
Lets you hide a recommendation from all users based on its responses A recommendation is hidden if users respond more than a defined number of times within a defined number of days
*** TOOLS & BEST PRACTICES *** What is an interactive component built w/ HTML and JS code that you can embed in a page or an app?
Lightning Component
*** INTEGRATION *** What does the Cross-Org adapter use to access data in other SF orgs?
Lightning Platform REST API calls
*** AUTOMATION BASICS *** How do you define which recommendations are displayed when using Flow Builder?
Make sure that the recommenations are in the outputRecommendations collection variable at the end of the flow
*** TOOLS & BEST PRACTICES *** Describe NLP bots and state an advantage they provide
NLP bots can interpret free text Users can choose where an NLP bot moves, so they have more control over the experience NLP bots can interpret multiple pieces of information within one phrase, so they can complete certain tasks in fewer steps
*** AUTOMATION BASICS *** Describe how NLP works at a high level
NLP is built from intent models that teach the bot which utterances (user inputs) correspond to which intents (requests) These intents are mapped to the appropriate dialogs, which is what the user sees in response to their queries
*** INTEGRATION *** Where are the OmniStudio configuration settings stored?
Omni Interaction Config object
*** INTEGRATION *** What solution should an architect consider first when the business needs to create a UI to match a specific set of branding requirements?
OmniStudio
*** INTEGRATION *** State an architectural distinction between OmniStudio and OmniStudio for Vlocity
OmniStudio for Vlocity uses a custom object model, whereas OmniStudio uses a standard object data model to unlock the full capabilities of the Salesforce Platform
*** TOOLS & BEST PRACTICES *** What can an evaluation flow be used for?
Pause an orchestration until a specific field update occurs
*** AUTOMATION BASICS *** Automation that runs when a platform event message is received
Platform Event-triggered flow
*** INTEGRATION *** Distinguish between a platform event and an event message
Platform event - special kind of Salesforce entity, similar to a SF object Event message - a particular instance of a platform event, similar to a SF record
*** AUTOMATION BASICS *** What flow type should be used when a platform event message is received; e.g., when an integrated printer is out of ink, it publishes a platform event message?
Platform-Event Triggered
*** AUTOMATION BASICS *** How can sales managers benefit from AI?
Predictive forecasting can flag opportunities for review if the expected revenue entered by their sales reps doesn't match closely with predicted revenue based on historical data
*** AUTOMATION BASICS *** In what form(s) are Yes-and-No predictions generally presented?
Probabilities or Scores
*** AUTOMATION BASICS *** How do workflow and rules tie in to AI?
Provide a way to act on the insights AI presents; e.g., kicking off a retention campaign when the AI predicts that a customer is unlikely to renew their contract
*** TESTING | DISTRIBUTION | MONITORING *** What happens when the interview failed at multiple elements, or if failures occur in a batch of flow interviews?
Recipients receive multiple emails or an email with an error message for each failure
*** TESTING | DISTRIBUTION | MONITORING *** What object should an admin configure a custom report type off of if the objective is to report on recommendation level details?
Recommendation Reactions primary object
*** AUTOMATION BASICS *** Define a choice (i.e., what does it represent?)
Represents a single option with the label and value set manually
*** INTEGRATION *** State some use cases which OmniOut can be used for
Run OmniScripts and FlexCards off-platform on third-party websites with OmniOut for OmniScripts and OmniOut for FlexCards Display OmniScripts and FlexCards and connect to Salesforce from a content management system's (CMS) external website
*** INTEGRATION *** Describe how OmniOut can be implemented
Run an OmniScript or FlexCard on your external site by adding the component to the OmniOut project, integrating OmniOut into your application, and deploying your application to your CMS
*** AUTOMATION BASICS *** How would you use a scheduled flow?
Running nightly batch jobs
*** INTEGRATION *** Which adapter should be used when you want to integrate AWS data w/ SF?
Salesforce Connect Adapter for Amazon DynamoDB
*** AUTOMATION BASICS *** Automation that runs at a time and frequency you specify
Schedule-triggered flow
*** AUTOMATION BASICS *** Provide a definition for Smart Assistants
Smart assistants are a form of AI that can perform and automate tasks for any individual or group
*** AUTOMATION BASICS *** What component of Recommendations determine which recommendations to display to users, based on domain data and business processes?
Strategies
*** AUTOMATION BASICS *** How would you use a platform event triggered flow?
Subscribing to events
*** INTEGRATION *** What can a developer use to create a Custom Adapter for Salesforce Connect?
The Apex Connector Framework
*** INTEGRATION *** What do apps on the Salesforce platform use to publish events?
The EventBus.publish method
*** AUTOMATION BASICS *** What happens to the loop variable when the loop finishes examining an item?
The loop copies the field values for the next item into the loop variable
*** TESTING | DISTRIBUTION | MONITORING *** What happens if you configure a date set to TODAY in your test?
The test will fail for any tests after the initial configuration date, as the record was set to a date that was today's date at the time the test was created
*** TOOLS & BEST PRACTICES *** What does an admin do when they set up Einstein Next Best Action on a page?
They assign a strategy to that location, which then defines the recommendations that appear there
*** INTEGRATION *** State a use case for the OmniStudio Tracking Service
Track the time it takes to complete the steps in an OmniScript to identify process improvements
*** TESTING | DISTRIBUTION | MONITORING *** When a flow called by a step fails and causes an orchestration to fail, what happens?
Two email notifications are sent: 1. A flow error notification 2. An orchestration error notification
*** INTEGRATION *** Where do actions that reference InvocableMethods without a category appear?
Under 'Uncategorized'
*** AUTOMATION BASICS *** How many sorting fields are available in the Sort Options settings for a collection variable?
Up to three
*** TOOLS & BEST PRACTICES *** State a best practice for configuring choices in Screen Components
Use a choice resource only when you can't use either of the other two (record choice sets or picklist choice sets); record choice sets and picklist choice sets are easier to configure and don't require as much maintenance
*** TESTING | DISTRIBUTION | MONITORING *** Provide an example use case to not view flows with the enhanced option
Use a custom list view that you haven't recreated with the enhanced option
*** INTEGRATION *** Describe how an orchestration can be integrated with external systems
Use the $Orchestration.Instance system variable to integrate external systems
*** TOOLS & BEST PRACTICES *** What can be described as an interactive page built w/ HTML and Apex code?
Visualforce page
*** TOOLS & BEST PRACTICES *** State an advantage of local actions
With local actions, interactions can happen in the browser, avoiding having to pass data through the Salesforce server
*** TOOLS & BEST PRACTICES *** What can be used to embed a component into screen flows or autolaunched flows?
lightning:flow
*** AUTOMATION BASICS *** Automation that runs when a record is created, edited, or deleted
Record-triggered flow
*** AUTOMATION BASICS *** What types of flows are tests available for?
Record-triggered flow
*** TOOLS & BEST PRACTICES *** Provide a definition for NLU
Systems that handle communication between people and machines
*** AUTOMATION BASICS *** T/F: Einstein Recommendation Builder can only be used in conjunction with Einstein Next Best Action
TRUE
*** AUTOMATION BASICS *** A flow interview: A) Is an instance of a flow B) Takes the same path through the flow C) Is how you get certified to build flows D) Is a special connector between two elements
A) Is an instance of a flow
*** AUTOMATION BASICS *** Describe the steps to add a local action to a flow
1. Add an Action element to the canvas 2. Search for and select the local action in the Action field 3. Set the action's inputs and store its outputs to pass data between the flow and the local action
*** TOOLS & BEST PRACTICES *** State the two key mechanisms that turn an ordinary apex class into an invocable action
1. Adding an InvocableMethod interface to one of the methods 2. Defining and marking the variables that will be exposed as input and output variables
*** TOOLS & BEST PRACTICES *** State the best approaches for Asynchronous Processing
1. After-Save Flow Trigger 2. After-Save Flow Trigger + Apex 3. Apex Triggers
*** TOOLS & BEST PRACTICES *** State the best approaches for Cross-Object CRUD
1. After-Save Flow Trigger 2. After-Save Flow Trigger + Apex 3. Apex Triggers
*** TOOLS & BEST PRACTICES *** State the best approaches for Complex List Processing
1. After-Save Flow Trigger + Apex 2. Apex Triggers NOTE: Not ideal w/ After-Save Flow Triggers
*** AUTOMATION BASICS *** List three different ways to launch an Autolaunched Flow
1. Another flow 2. Apex code 3. REST API
*** TOOLS & BEST PRACTICES *** What are the baseline number of intents and utterances per intent to get started with NLP and Einstein bots?
- 3 to 5 intents - minimum of 20 utterances / intent
*** AUTOMATION BASICS *** Provide a few example of bot dialogs
- Bot introduction - Main menu - Transfer to agent - Customer identification
*** TESTING | DISTRIBUTION | MONITORING *** What objects are best to capture bot activity over time?
- Conversation Definition Dialog Daily Metrics - Conversation Definition Hourly Dialog Metrics
*** TOOLS & BEST PRACTICES *** State places an admin / developer can source utterance data
- Crowdsourcing from customer service data - Enabling Input Recommender in the Bot Builder - Downloading intent sets from the AppExchange - Using data from the Template Bot intent set
*** AUTOMATION BASICS *** List some of the included components when building a bot from scratch
- Custom Dialogs with a welcome messages and a prebuilt Main Menu - System Dialogs that help close bot conversations or transfer to an agent - Entities and Variables to capture customer input with the correct formatting - Bot Analytics to measure performance
*** TOOLS & BEST PRACTICES *** In what scenarios do Force Events not work?
- Custom buttons - from inside Flow Builder - VF pages
*** INTEGRATION *** State some browser / OS capabilities accessible via Local Actions
- Display pop-up alerts (i.e., toasts) - Use camera - Open web page - Play sounds
*** AUTOMATION BASICS *** State the different types of bot subprocesses and define each
- Encapsulated > part of a larger process - Connected > related to but not dependent on each other - Independent > not related to each other in any way
*** TOOLS & BEST PRACTICES *** State some considerations with chatbot content
- Openings > best to open with a question - Closings > keywords to end a chat; e.g. 'thx' - Response delays > responding too quickly can seem artificial; average human pause time in text chats is approximately two to four seconds - Emojis & emoticons > emojis are warm and enthusiastic; emoticons are lukewarm and mildly enthusiastic - Text style > avoid 'machine-like' fonts; all caps = yelling, etc.
*** TESTING | DISTRIBUTION | MONITORING *** What might be a root cause of a 'Fail Run' orchestration run milestone?
- Orchestration encountered an error - Stage within the orchestration encountered an error - Step within the orchestration encountered an error
*** TESTING | DISTRIBUTION | MONITORING *** What might be a root cause of a 'Discontinue Stage' stage milestone?
- Orchestration encountered an error while the stage was in progress - Orchestration encountered an error after the stage was completed
*** TESTING | DISTRIBUTION | MONITORING *** What might be a root cause of a 'Fail Stage' stage milestone?
- Stage encountered an error - Background step within a stage encountered an error - Autolaunched flow called by a background step within the stage encountered an error
*** TESTING | DISTRIBUTION | MONITORING *** What might be a root cause of a 'Discontinue Step' step milestone?
- Step's stage encountered an error while the step was in progress - Step's stage completed while the step was in progress - Orchestration encountered an error while the step was in progress - Orchestration encountered an error after the step was completed
*** INTEGRATION *** What happens when Sync is selected during external data source configuration?
1. A Salesforce external object is automatically created 2. A custom field for each table column that's compatible with a Salesforce metadata field type is automatically created
*** TOOLS & BEST PRACTICES *** State the two different types of orchestration and the differences between each
1. Autolaunched 2. Record-triggered The difference is how they're triggered An autolaunched orchestration can be invoked by Apex, REST, Processes, and more A record-triggered orchestration runs whenever a specified type of record is created or updated
*** AUTOMATION BASICS *** What two approaches are best suited for same-record field updates? State whether low code or pro code
1. Before-Save Flow Trigger (low code) 2. Apex Triggers (pro code)
*** TOOLS & BEST PRACTICES *** State some use cases where Flow Builder capabilities need to be extended via code
1. Branding requirements > embed LWC to get custom branding 2. Access External Data > invocable Apex 3. Query Records Across a Hierarchy > invocable Apex 4. Complex decsioning 5. Multi-user Processes
*** TESTING | DISTRIBUTION | MONITORING *** State the steps to add a notification email to a fault connector
1. Create a text template that includes the values of all the flow resources 2. Configure a Send Email core action; use the text template as the body and your email address as the recipient 3. Connect the core action to the desired element via a fault connector
*** TOOLS & BEST PRACTICES *** What are the three ways to create Recommendation records?
1. Create recommendation records on the Recommendation object 2. Build recommendations from other data when creating your strategy; in Flow Builder, use the Recommendation Assignment element or a custom Apex invocable action 3. Generate recommendations automatically through AI with Einstein Recommendation Builder
*** AUTOMATION BASICS *** Describe three ways how related records and actions could be used
1. Creating, updating, or deleting other records 2. Calling subflows 3. Calling actions, such as send email alert or post to Chatter
*** TESTING | DISTRIBUTION | MONITORING *** State two declarative options for distributing an autolaunched flow
1. Custom buttons or custom links 2. Web tabs
*** TOOLS & BEST PRACTICES *** State three basic steps for getting started with AI
1. Decide what to predict 2. Get historical data in order 3. Turn predictions into action
*** TOOLS & BEST PRACTICES *** State the two different types of logic elements available in Orchestrator and distinguish between the two
1. Decisions: allow you to have branching paths that execute on certain conditions 2. Go-To elements: let you loop back to previous elements of your Orchestration
*** TOOLS & BEST PRACTICES *** State the 5 steps to setup Einstein Next Best Action; specify which (if any) are optional
1. Define a set of recommendations 2. Create action strategies 3. Integrate predictive models (optional) 4. Display recommendations 5. Activate automation
*** AUTOMATION BASICS *** Name the five AI driven features specific to the Service experience
1. Einstein Bots 2. Einstein Agent 3. Einstein Discovery 4. Einstein Vision for Field Service 5. Einstein Language
*** TESTING | DISTRIBUTION | MONITORING *** Distinguish how the paused flow interviews and scheduled actions from processes appears between the enhanced and deselected options
1. Enhanced - appears on its own Paused Flow Interviews page in Setup 2. Deselected - appears as a related list on the Flows page in Setup
*** TESTING | DISTRIBUTION | MONITORING *** Distinguish how the Flows page in setup appears between the enhanced and deselected options
1. Enhanced - both standard and custom flows listed 2. Deselected - custom flows only listed
*** TESTING | DISTRIBUTION | MONITORING *** Distinguish how the list of flows appears between the enhanced and deselected options
1. Enhanced - can include the packages that flows are installed from 2. Deselected - never includes the packages that flows are installed from
*** TESTING | DISTRIBUTION | MONITORING *** State the two options for viewing flows, paused flow interviews, and scheduled actions from processes; of the two, which one is available by default / recommended?
1. Enhanced option - available by default & recommended 2. Deselected enhanced
*** TOOLS & BEST PRACTICES *** State the three primary roles that typically comprise a bot implementation team
1. Executive stakeholders 2. SMEs 3. Admins or developers
*** AUTOMATION BASICS *** State the four options for record triggered updates
1. Fast field update 2. Related records and actions 3. Run Asynchronously 4. Scheduled Paths
*** TESTING | DISTRIBUTION | MONITORING *** State the recommended attributes to add to a list view to display scheduled actions
1. Flow API Name / Flow Name 2. Paused Date - when the schedule started for the action group 3. Current Element - the group of scheduled actions that the process is waiting to execute 4. Type - processes that are waiting to execute scheduled actions are of type Record Change Process
*** TESTING | DISTRIBUTION | MONITORING *** List the seven declarative options for distributing a screen flow
1. Flow actions 2. Lightning pages 3. Lightning community pages 4. Custom buttons or custom links 5. Web tabs 6. Direct flow URLs 7. Snap-in deployments
*** TESTING | DISTRIBUTION | MONITORING *** State at least 3 root causes leading to failure in a distributed flow (flow URL)
1. Flow being referenced is deactivated or deleted 2. Flow spelled incorrectly or case does not match flow's API Name 3. Flow URL references a specific version which has been deactivated or deleted 4. Flow URL cannot access variables being passed into the flow
*** TESTING | DISTRIBUTION | MONITORING *** State how the recipients of Apex exception emails can be set / adjusted
1. From Setup, enter Automation in the Quick Find box, then select Process Automation Settings 2. For Send Process or Flow Error Email to, select who gets the error emails * Apex Exception Email Recipients—Sends emails to the addresses set on the Apex Exception Email page in Setup
*** TESTING | DISTRIBUTION | MONITORING *** Describe how to check which of your processes are waiting to execute scheduled actions
1. From Setup, enter Flow in the Quick Find box, then select Paused And Failed Flow Interviews 2. Create a view to see scheduled actions in the list of paused interviews
*** TESTING | DISTRIBUTION | MONITORING *** Where can an admin navigate to debug a failed orchestration?
1. From Setup, in the Quick Find box, enter flow, and then select Paused and Failed Flow Interviews 2. On the Flow Interviews page, from the list view dropdown, select All Failed Flow Interviews 3. For the desired failed orchestration, select Open
*** TOOLS & BEST PRACTICES *** State the two methods to create an Einstein Bot
1. Guided Setup Flow 2. Cloning an existing bot
*** INTEGRATION *** State the two components that comprise the OmniStudio Developer Experience Layer
1. IDX Build Tool 2. IDX Workbench
*** AUTOMATION BASICS *** State how a user can pause a flow interview
1. In an open flow, click Pause 2. Enter why you had to pause the flow in 255 chars or less 3. Click OK
*** TESTING | DISTRIBUTION | MONITORING *** Where can an admin navigate to debug an in-progress orchestration?
1. In the App Launcher, find and select Orchestration Runs 2. On the Orchestration Runs page, from the dropdown for the desired in-progress orchestration, select Debug Orchestration
*** TOOLS & BEST PRACTICES *** What three features can only be used in strategies created in Strategy Builder?
1. Limiting repeated showings of some recommendations 2. Displaying recommendations on an Experience Cloud site or external site 3. Displaying AI-generated recommendations from Einstein Recommendation Builder
*** TOOLS & BEST PRACTICES *** What are two process-level scenarios where Orchestrator has an advantage over Flow Builder?
1. Long-running processes 2. Parallel processes
*** AUTOMATION BASICS *** State two General User Permissions (typically added to user profiles) which are relevant to Flows
1. Manage Flows 2. Run Flows
*** TOOLS & BEST PRACTICES *** State 4 broad scenarios where use of Flow Orchestration provides a greater benefit than Flow alone
1. Multi-Department 2. Parallel Processes 3. Low Code 4. Supports All Org (both SF and non-SF users)
*** TOOLS & BEST PRACTICES *** State two requirements for the isOrchestrationConditionsMet output variable
1. Must be Boolean 2. Initialized to false
*** AUTOMATION BASICS *** State the four machine learning components relevant to AI
1. Natural language understanding (NLU) 2. Natural language processing (NLP) 3. Named entity recognition (NER) 4. Deep learning
*** INTEGRATION *** State the two components that comprise the OmniStudio Service Management Layer
1. OmniStudio DataRaptors 2. OmniStudio Integration Procedures
*** INTEGRATION *** State the two components that comprise the OmniStudio Digital Experience Layer
1. OmniStudio FlexCards 2. OmniScripts
*** TESTING | DISTRIBUTION | MONITORING *** State the three steps to create a flow test
1. Open a record-triggered flow 2. Click View Tests (Beta) 3. Click Create
*** INTEGRATION *** Name 4 use cases of local actions
1. Open a related article in another window or tab 2. Open a record created in flow in another browser tab 3. Close a browser or console tab when a flow finishes 4. Get data from a database behind your firewall
*** INTEGRATION *** What two authentication protocols are available when configuring an external data source for Salesforce Connect?
1. Password authentication 2. OAuth 2.0
*** AUTOMATION BASICS *** State five actions which are available without creating or configuring anything else in Salesforce
1. Post to Chatter 2. Send Email 3. Submit for Approval 4. Activate or Deactivate a Permission Set 5. Global or object-specific actions provided by Salesforce
*** TOOLS & BEST PRACTICES *** Name the two options available to developers when they're trying to make an Apex class available as an Action element for a flow; which one is recommended?
1. Process.Plugin interface 2. The @InvocableMethod annotation > RECOMMENDED
*** TESTING | DISTRIBUTION | MONITORING *** List three different ways to launch a Screen Flow
1. Quick action 2. Lightning page 3. Experience Cloud Site
*** TOOLS & BEST PRACTICES *** Where can the Flow Orchestration Work Guide be added to make work accessible to Assigned Users?
1. Record Page Layout 2. Experience Cloud Site related record page
*** TOOLS & BEST PRACTICES *** State some approaches of customized flow error handling
1. Request corrections from users > For every element that can fail, draw a fault connector to the Screen element 2. Display the error and prompt user to follow up > include the {!$Flow.FaultMessage} variable in a Display Text element and ask the user to report the error to the IT department 3. Create a Case > automatically create a case that includes the error message and assign it to your IT department; also assign the created Case's number to a Text variable and present to the user in a Screen 4. Ignore errors > to bypass errors for a given element in your flow, draw the fault connector to the same element as the normal connector
*** TESTING | DISTRIBUTION | MONITORING *** What actions can a user take from the paused flow interview page / component?
1. Resumption 2. Deletion
*** AUTOMATION BASICS *** List three types of triggers
1. Schedule 2. Platform Event 3. Record
*** TOOLS & BEST PRACTICES *** State the two types of flows available to be assigned to a recommendation
1. Screen flows 2. Autolaunched flows
*** TOOLS & BEST PRACTICES *** State the three necessary prerequisites for chatbots in Salesforce
1. Service Cloud licenses provisioned 2. Salesforce sites must be setup 3. Run the Chat guided setup flow via Service Setup
*** TOOLS & BEST PRACTICES *** State the 9 steps to build an orchestration
1. Setup > ... > All Templates > Orchestrator 2. Select Record-Triggered Orchestration 3. Add Stages 4. Add Flows 5. Background Steps 6. Interactive Steps 7. Logic Elements 8. Evaluation Flows 9. Activate and Prep for Execution
*** TOOLS & BEST PRACTICES *** Name the building blocks of an orchestration
1. Steps 2. Stages 3. Flows
*** TOOLS & BEST PRACTICES *** State some example flows typically exposed to external users
1. Surveys 2. Registration forms 3. Interest forms 4. Quote generators
*** AUTOMATION BASICS *** Name the two types of bots that can be created from the Guided Setup Flow
1. Templates > fully featured bots that deliver customized solutions tailored to your cloud or use case 2. Bot from Scratch > automatically fitted with tools that help create exceptional bot experiences
*** TOOLS & BEST PRACTICES *** State two use cases where it might make sense to have the user decide when they're ready to launch a flow
1. The first element of the flow isn't a screen 2. The flow is used often enough to be expanded by default
*** TOOLS & BEST PRACTICES *** What should an admin verify when deciding to add a local action to a flow?
1. The flow's type is Screen Flow 2. Users can run the flow only in Lightning runtime; don't distribute the flow using a Visualforce component 3. The org has My Domain enabled and deployed
*** INTEGRATION *** State three scenarios where Salesforce Connect can be applied
1. There's a large amount of data that requires heavy management if it's copied into the Salesforce org 2. Small amounts of data are needed at any one time 3. Real-time access to the latest data is required
*** AUTOMATION BASICS *** List three different ways to launch a Triggered Flow
1. Time 2. Data change 3. Platform event
*** INTEGRATION *** Name the four types of DataRaptor
1. Turbo Extract 2. Extract 3. Load 4. Transform
*** AUTOMATION BASICS *** What are the four categories that Einstein Bots capture data in?
1. User Activity 2. Errors 3. Natural Language Processing 4. KPI changes
*** TOOLS & BEST PRACTICES *** What are at least two reasons that a flow URL cannot access a variable?
1. Variable does not allow input access 2. Variable has a data type of Record 3. Variable being passed in does not have the same data type and/or is formatted incorrectly
*** TOOLS & BEST PRACTICES *** State the five characteristics of a Smart Assistant
1. Voice input 2. NLU (a subset of NLP) 3. Voice output (natural language generation) 4. Intelligent interpretation 5. Agency > the ability to take action on things not specifically requested; e.g., create tasks based on action items in meeting notes
*** TOOLS & BEST PRACTICES *** State two ways to launch a screen flow ftom an LWC
1. Wrap lighting:flow and your LWC in an Aura wrapper component; then, send messages from your LWC to control the flow component 2. Load the flow by URL
*** AUTOMATION BASICS *** State the four main components of an AI platform
1. Yes-and-No Predictions 2. Numeric Predictions 3. Classifcations 4. Recommendations
*** INTEGRATION *** State why the @InvocableMethod annotation is recommended and provide at least 2 examples of supported scenarios
@InvocableMethod annotation provides more functionality and is generally easier to implement (less lines of code) Supported scenarios w/ @InvocableMethod: - Bulk operations - Custom icons - Available in Flows, Processes, REST API
*** AUTOMATION BASICS *** T/F: Einstein Recommendation Builder works with both standard and custom Salesforce objects
TRUE
*** INTEGRATION *** Describe OmniScripts
A guided path to complete a business process
*** TOOLS & BEST PRACTICES *** Provide a definition for NLP
A machine's ability to understand what humans mean when they speak as they naturally would to another human
*** AUTOMATION BASICS *** Provide a definition for a Next Best Action Request
A request is a call to the Next Best Action engine that causes a strategy to run and return recommendations
*** TOOLS & BEST PRACTICES *** Provide a definition for Stages in the context of Flow Orchestration
A stage groups related steps, organizing them into logical phases
*** AUTOMATION BASICS *** Provide a definition for a Strategy in the context of Einstein Next Best Action
A strategy determines when and how to present an Einstein Next Best Action recommendation on a Salesforce Lightning record page
*** AUTOMATION BASICS *** State the purpose of a variable and its relationship to an entity (if any)
A variable is a container that stores a specific piece of data collected from a customer Each variable must be associated with an entity
*** TOOLS & BEST PRACTICES *** If a workflow rule contains only field updates, Migration to Flows converts it into which of the following flows? A) A Fast Field Update (Before-Save) Flow B) A Screen Flow C) A Scheduled Path D) A Record-Triggered Flow
A) A Fast Field Update (Before-Save) Flow
*** TESTING | DISTRIBUTION | MONITORING *** Dreamscape Flowers is looking to automate a complex business process that involves multiple users from various departments. The administrator plans to use existing flows and orchestration. The administrator is aware that some of the existing flows were created long ago, which might lead to errors during the implementation phase. What should the administrator look for in case of an error? Please select two answers: A) A flow error notification B) An orchestration error notification C) All messages with 'orch-err' tag inside Splunk error log in non-production environments D) All events in Event Monitoring with 'salesforce-flow' prefix in the identifier E) Error list in Orchestration Runs utility
A) A flow error notification B) An orchestration error notification
*** INTEGRATION *** What is an API spec? A) A human-readable file that External Services consumes to generate invocable actions B) A human-readable file that flow creates for the paramaters needed in the definition when your flow runs C) A human-readable file definition that flow outputs at the end of a flow interview D) A machine-readable external service that must be compiled
A) A human-readable file that External Services consumes to generate invocable actions
*** AUTOMATION BASICS *** On the header of the flow bar in Flow Builder, where do you click to activate a flow? A) Activate B) Run C) Test D) Activation
A) Activate
*** AUTOMATION BASICS *** T/F: Events can be published with Flow
TRUE
*** TOOLS & BEST PRACTICES *** Bloomington Caregivers (BC) uses a tiered support model where all non-urgent support requests are handled by a 3rd party. Due to a significant increase in the support request volume, BC has decided to implement Einstein Bots to automate basic support tasks and help with case deflection. The administrative staff at the 3rd party should be allowed to make changes to the intent model, however, they should not be allowed to make any structural changes to the bots. How can BC support this requirement? A) Assign "Manage Bots Training Data" permission to the 3rd party administrative staff B) Create a separate page layout for the 3rd party administrative staff C) Enable "Enhanced Profile User Interface" to add granular control by profile D) Create a user group with custom permissions to add granular control to individual users
A) Assign "Manage Bots Training Data" permission to the 3rd party administrative staff
*** TOOLS & BEST PRACTICES *** How do chatbots improve the customer service experience for everyone involved? A) By resolving low-level cases, saving time, and speeding resolution for customers B) By reporting underperformance to HR promptly C) By using natural language understanding to help customers get refunds D) By using natural algorithms to coordinate website traffic
A) By resolving low-level cases, saving time, and speeding resolution for customers
*** AUTOMATION BASICS *** Which of the following are benefits of chatbots? A) Case deflection, shorter wait times, and intelligent responses with NLU B) Saved time for customers, the display of useful content, and more efficient distribution processes C) Intelligent responses, quickly created cases, and use of stored data D) Reduced wait times, efficient service issues queues, and use of NLU E) Case deflection, intelligent agents, and scripted conversations
A) Case deflection, shorter wait times, and intelligent responses with NLU
*** AUTOMATION BASICS *** An admin wants to track her bot's performance in helping the support department in Bloomington Caregivers. Which of these is an appropriate KPI to do so? A) Cases deflected B) New enrollments C) Leads generated D) Products purchased
A) Cases deflected
*** AUTOMATION BASICS *** How do you enable Einstein Bots? A) Click the toggle on the Einstein Bots setup page B) Click New Bot C) Obtain an Einstein Bots license D) Launch a new bot from Flow Builder E) Select Chatbot User on the User profile
A) Click the toggle on the Einstein Bots setup page
*** TOOLS & BEST PRACTICES *** What menu option do you select to create a nonlinear connection between elements? A) Connect to element B) Nonlinear connect C) Connect elsewhere D) Go to element
A) Connect to element
*** AUTOMATION BASICS *** When planning your bot content, which topics are important to focus on in your planning questions? A) Context, personality, and conversation design B) Design, names, and greetings C) Industry, adjectives, and attitude D) Personality, farewells, and menu options E) Location, conversation, and voice and tone
A) Context, personality, and conversation design
*** TOOLS & BEST PRACTICES *** Which element supports Fault Connectors? A) Create Records B) Assignment C) Loop D) Decision
A) Create Records
*** TOOLS & BEST PRACTICES *** What is true when working with loops within a flow? A) Create separate collection variables for use in a loop rather than reusing a variable B) A maximum of 1,000 new records can be created within the loop C) Individual records are edited within the loop after turning governor limits off D) The collection variable is populated with Get Records as the first element within the loop
A) Create separate collection variables for use in a loop rather than reusing a variable
*** INTEGRATION *** Which OmniStudio layer features OmniScripts? A) Digital Experience B) Data Experience C) Developer Experience D) Desktop Experience
A) Digital Experience
*** INTEGRATION *** In this age of digital transformation, what does OmniStudio provide for customers? Choose two. A) Digital transformations that are agile and flexible to meet their needs around integrations, data processing, and user workflows that increase productivity and cost less to develop and maintain. B) Dynamic user interfaces for their business processes using custom development to promote their digital brand across multiple channels. C) Digital transformations that are agile and flexible to meet their needs around implementations, data storage, and screen flows that increase productivity and cost less to develop and maintain. D) Highly configurable dynamic user interfaces for their business processes across multiple channels using declarative configurations and tools that streamline and optimize their digital brand.
A) Digital transformations that are agile and flexible to meet their needs around integrations, data processing, and user workflows that increase productivity and cost less to develop and maintain. D) Highly configurable dynamic user interfaces for their business processes across multiple channels using declarative configurations and tools that streamline and optimize their digital brand.
*** AUTOMATION BASICS *** What are three advantages of using Flow Builder? A) Easy to configure B) Many platform integrations C) Broad ecosystem D) Has a programmatic level of functionality, out-of-the-box
A) Easy to configure B) Many platform integrations C) Broad ecosystem
*** INTEGRATION *** The OmniScript Digital Experience layer includes which of the following? A) FlexCards B) FlexScripts C) OmniCards D) A and B E) A and C
A) FlexCards
*** AUTOMATION BASICS *** How does Flow Builder relate to Salesforce Flow? A) Flow Builder is part of Salesforce Flow B) Salesforce Flow is part of Flow Builder C) Salesforce Flow is the fastest version of Flow Builder D) Flow Builder is an alternative to Salesforce Flow
A) Flow Builder is part of Salesforce Flow
*** AUTOMATION BASICS *** Zephyrus Relocation Services (ZRS) is looking to replace its legacy UI with a responsive guided experience that includes automated personalized recommendations. Which of the following does the administrator need to create in order to implement the solution using Einstein Next Best Action? A) Flows, Recommendations, and Strategies B) Recommendations, Strategies, Guided Layouts C) Local Actions, Flows, Guided Layouts D) Strategies, Local Actions, Flows
A) Flows, Recommendations, and Strategies
*** INTEGRATION *** The administrator at Universal Containers is trying to build an orchestration. Some of the elements don't follow the usual consecutive auto-layout paths. Which connectors should the administrator use? A) Go To connectors B) Auto-Layout connectors C) Series connectors D) Parallel connectors
A) Go To connectors
*** AUTOMATION BASICS *** Which of the following does the Collection Sort element achieve in Salesforce Flow? Select two that apply. A) It helps limit the remaining items in a collection variable after a sort B) It helps loop through a large collection C) It helps set a minimum number of items in a collection D) It helps prioritize and limit collected data
A) It helps limit the remaining items in a collection variable after a sort D) It helps prioritize and limit collected data
*** AUTOMATION BASICS *** What are some characteristics of a platform event message? A) It is similar to a Salesforce object record, it is not viewable in the user interface, and it can't be edited or deleted B) It is an object, it can't edited or deleted, and it is viewable in the user interface C) It is a one-of-a kind custom object record D) It is similar to a Salesforce object record, it is not viewable in the user interface, and it can't be edited, but it can be deleted
A) It is similar to a Salesforce object record, it is not viewable in the user interface, and it can't be edited or deleted
*** AUTOMATION BASICS *** What does it mean when a subprocess is encapsulated? A) It's part of a larger process B) It's related to but not dependent on another subprocess C) It's not related to another subprocess D) It precedes another subprocess
A) It's part of a larger process
*** TOOLS & BEST PRACTICES *** Which statement regarding flows' trigger order value and API names relating to flow execution is correct? A) Multiple flows with the same trigger order value run in alphabetical order based on the flows' API names B) An admin can configure trigger order value to prioritize an after-save flow to run before a before-save flow C) Multiple flows relating to a certain object must have a unique trigger order value D) Flows without trigger order values run in alphabetical order based on the flows' API names
A) Multiple flows with the same trigger order value run in alphabetical order based on the flows' API names
*** TESTING | DISTRIBUTION | MONITORING *** When you add a flow to an app's utility bar, it's available: A) On every page in that app B) On every page in the org C) Only on the Home page D) Only in Setup
A) On every page in that app
*** AUTOMATION BASICS *** What is the correct order of execution relating to record-triggered flows and Apex triggers? A) Record-triggered before-save flows, before Apex triggers, after Apex triggers, record-triggered after-save flows B) Before Apex triggers, record-triggered before-save flows, after Apex triggers, record-triggered after-save flows C) Record-triggered before-save flows, before Apex triggers, record-triggered before-save flows, after Apex triggers D) Before Apex triggers, record-triggered before-save flows, record-triggered before-save flows, after Apex triggers
A) Record-triggered before-save flows, before Apex triggers, after Apex triggers, record-triggered after-save flows
*** AUTOMATION BASICS *** The VP of sales at Dreamscape wants an account record's Industry and SIC Code field set to blank when an account's Type field is updated. Which type of flow should the admin use to automatically update fields on a record based on changes to that record? A) Record-triggered flow with Fast Field Updates B) Record-triggered flow with Actions and Related Records C) Autolaunched flow D) Schedule-triggered flow
A) Record-triggered flow with Fast Field Updates
*** TOOLS & BEST PRACTICES *** In an approval process, the parts you define are: A) Steps, approvers, and actions B) Requests, approvers, and approvees C) Submission actions and CEO approvals D) Submissions, authorizations, and Lightning actions
A) Steps, approvers, and actions
*** TESTING | DISTRIBUTION | MONITORING *** What's the next step after you design a flow? A) Test B) Monitor C) Activate D) Manage
A) Test
*** AUTOMATION BASICS *** What type of entity would you associate with a variable containing a customer's name? A) Text B) Number C) Date D) Currency
A) Text
*** TOOLS & BEST PRACTICES *** Ursa Major Solar is automating a complex business process. The administrator discovers that flows needed for the orchestration already exist in the org, however, they are not able to create the orchestration in Flow Builder. What could be causing this issue? A) The administrator is missing 'Manage Flow' permission B) 'Orchestration' is disabled under Flow Builder settings in the Setup C) The org does not have 'LEX for Flows' add-in activated for all users D) One or more existing flows have a reference to an External Object
A) The administrator is missing 'Manage Flow' permission
*** AUTOMATION BASICS *** What happens if a flow executes a decision element but no defined outcome element conditions are met? A) The flow takes the path for the default outcome B) The flow terminates and any changes are rolled back C) The flow takes the first path configured D) The flow skips to the next decision element
A) The flow takes the path for the default outcome
*** AUTOMATION BASICS *** Which of the following actions is completed by only using an Assignment element? Select three that apply. A) To add values stored in a variable B) To add values stored in a screen component C) To add values stored in a record collection variable D) To add values stored in a record variable
A) To add values stored in a variable B) To add values stored in a screen component D) To add values stored in a record variable
*** TOOLS & BEST PRACTICES *** How do Einstein Bots collect and qualify information in a conversational manner? A) Using natural language understanding B) Using natural neural skills C) Taking extensive surveys D) Using a style guide
A) Using natural language understanding
*** TOOLS & BEST PRACTICES *** Select the two best use cases when it would be necessary to pause a flow interview. A) When a customer service call is interrupted B) When a customer plans to call back to a service center C) When a customer contract is temporarily paused D) When a customer implementation violates a security policy
A) When a customer service call is interrupted B) When a customer plans to call back to a service center
*** AUTOMATION BASICS *** In screen flows, how do you save the data that users enter to a Salesforce record? A) Add a Save element B) Add a Data element C) Set the destination record in the Screen element D) Assign the data to a record variable
B) Add a Data element
*** TOOLS & BEST PRACTICES *** What is recommended to be configured to address missing data or inputs that could lead to a runtime failure?
Add fault connectors to provide paths for users or the flow logic to correct the data so that the flow can successfully finish
*** AUTOMATION BASICS *** State how to add values stored in a record variable to a collection variable
Add one of the record variable's stored field values to a collection variable by using an Assignment element
*** TOOLS & BEST PRACTICES *** How can a developer ensure that credentialed Experience Cloud site visitors can see their assigned Orchestration items?
Add the Orchestration Work Item List object page to the Aura or LWR site so that credentialed site visitors can see and access their assigned Flow Orchestration work item
*** AUTOMATION BASICS *** State how to add values stored in a screen component to a collection variable
Add the field's entered or stored value to a collection variable by using an Assignment element
*** TOOLS & BEST PRACTICES *** What should be configured in order to let users submit for approval?
Add the following components to page layouts: 1. Submit for Approval button 2. Approval History related list 3. Update the visibility filter on the button to expose to particular user cohorts (Lightning Experience only)
*** AUTOMATION BASICS *** State how to add values stored in a variable to a collection variable
Add the variable's stored value to a collection variable by using an Assignment element
*** TESTING | DISTRIBUTION | MONITORING *** What actions can an admin take from the Orchestration Runs list view?
Admins can also cancel or debug their running Orchestrations from this list view
*** AUTOMATION BASICS *** When do related records and actions flows run?
After the record is saved to the database
*** INTEGRATION *** What do apps on the Salesforce platform use to consume events?
An Apex trigger or the empApi Lightning component
*** TOOLS & BEST PRACTICES *** What is referenced to verify the outcome of an Orchestration step?
An Output
*** INTEGRATION *** Provide a definition for MuleSoft Composer
An integration tool designed for SaaS admins, business analysts, marketers, salespeople, and team leaders Declaratively build flows to integrate systems and data and automate integration tasks
*** AUTOMATION BASICS *** When does a schedule-triggered flow run?
At a time and frequency you specify
*** AUTOMATION BASICS *** What do all Strategies require?
At least one recommendation
*** AUTOMATION BASICS *** State the type of automation runs when a button is clicked; it can also be run by other automations
Autolaunched flow
*** AUTOMATION BASICS *** What flow type should be used when a user clicks a custom button or link?
Autolaunched flow
*** AUTOMATION BASICS *** What flow type(s) should be used when called by another flow
Autolaunched or Screen
*** AUTOMATION BASICS *** What flow type should be used when called by Apex code?
Autoluanched
*** AUTOMATION BASICS *** Describe the features and benefits of Einstein Vision for Field Service
Automates image classification to resolve issues faster on-site Just by taking a picture of the object, Einstein Vision can instantly identify the part, ensuring accuracy for the technician and boosting first-time fix rate
*** AUTOMATION BASICS *** Describe the features and benefits of Einstein Bots
Automatically resolve top customer issues, collect qualified customer information, and seamlessly hand off the customers to agents, meaning increased case deflection in the contact center and reduced handle times for agents
*** AUTOMATION BASICS *** State a benefit of related records and actions
Automating common processes triggered by record changes
*** AUTOMATION BASICS *** State a benefit of asynchronously run record-triggered flows
Avoids slowing down or blocking the record update that triggered the flow
*** AUTOMATION BASICS *** Which global variable contains the name of the running user's profile? A) $User B) $Profile C) $UserProfile D) $ProfileName
B) $Profile
*** TESTING | DISTRIBUTION | MONITORING *** What is 'lift' in the context of Einstein Recommendations? A) Increases in producing recommendations through restricting parameters B) A measure of how much better an Einstein Recommendation Builder recommendation is than a non-AI recommendation C) A measure of 'data aerodynamics' D) The gap between relevant data and data noise
B) A measure of how much better an Einstein Recommendation Builder recommendation is than a non-AI recommendation
*** AUTOMATION BASICS *** Which of the following best describes a flow interview? A) A flow detail page of a paused flow B) A running instance of a flow C) A debugged version of a flow D) A detailed configuration of a flow in Setup
B) A running instance of a flow
*** AUTOMATION BASICS *** Salesforce Einstein assists customer service agents by making self-service easier, deflecting routine requests, and: A) Mediating the relationship between agents and managers B) Accelerating issue resolution C) Reminding agents to take frequent breaks D) A) and C)
B) Accelerating issue resolution
*** AUTOMATION BASICS *** What Flow Builder element lets you add a local action? A) Screen B) Action C) Subflow D) Update Records
B) Action
*** AUTOMATION BASICS *** Which flow element can send an email? A) Send email B) Action C) Subflow D) Screen
B) Action
*** TESTING | DISTRIBUTION | MONITORING *** Which of the following are effective ways to keep track of multiple paused flow interviews? Select two that apply. A) Use Automation Event Monitoring with 'Severity Level' set to DEBUG B) Add an explanation for why the flow interview was paused C) Use Splunk viewer for Flows with view mode set to 'composite' D) Find all the paused flow interviews in one of three places in Flow Builder
B) Add an explanation for why the flow interview was paused D) Find all the paused flow interviews in one of three places in Flow Builder
*** TOOLS & BEST PRACTICES *** Which Experience Builder page types support the Flow component? A) Generic record and object pages only B) All Experience Builder pages C) Template pages only D) Template, login, generic record, and object pages only
B) All Experience Builder pages
*** TOOLS & BEST PRACTICES *** What is one thing that Einstein Engagement Frequency is designed to help avoid? A) Sending emails that take too long to read B) Annoying customers with too many emails C) Sending emails to the wrong address D) Waiting too long between lead creation and lead followup
B) Annoying customers with too many emails
*** INTEGRATION *** What group of users should use MuleSoft Composer to perform integration tasks? A) Java developers B) Business analysts C) Integration architects D) Integration developers
B) Business analysts
*** TESTING | DISTRIBUTION | MONITORING *** What key functionality does the Roll Back Records element provide? A) Allows pending record changes to save to the database even if a flow element fails in the transaction B) Cancels pending record changes without saving to the database C) Executes selected elements in a configured fault path D) Provides a screen interface for users to review information about an error in a transaction
B) Cancels pending record changes without saving to the database
*** TOOLS & BEST PRACTICES *** Which AI tool is especially helpful to customers who like to help themselves with support issues? A) Classification of incoming emails B) Chatbots C) Personalized ecommerce sites D) Product recommendations
B) Chatbots
*** TOOLS & BEST PRACTICES *** What is a best practice regarding system context relating to flows? A) Configure a flow to run in system context with sharing to allow users to change records they would otherwise not be able to access B) Configure a flow to run in system context without sharing to override the running user's record-level access to data C) Configure a flow to run in system context without sharing to enforce the running user's record-level access to data D) Configure a flow to run in system context with or without sharing to allow users to change records they would otherwise not be able to access
B) Configure a flow to run in system context without sharing to override the running user's record-level access to data
*** TOOLS & BEST PRACTICES *** What are some example use cases of Einstein Bots in the communications and media industry? A) Benefits enrollment and management, service outage reporting, policy management B) Contract renewals and upsell, service outage reporting, account authentication and verification C) Contract renewals and upsell, managing returns, technical support service D) Troubleshooting, credit card replacement, service outage reporting
B) Contract renewals and upsell, service outage reporting, account authentication and verification
*** INTEGRATION *** What is an effective way to use Flow Builder to get external data and then create records in Salesforce? A) Use a Get Records element configured with an Apex action and a Process.Plugin interface B) Create a Named Credential in Salesforce and then add an Action element which uses an HTTP Callout C) Configure a REST API element with an Apex action and an Apex class with an @InvocableMethod annotation D) Use a record-triggered flow with an Apex-defined data type to configure a custom component that displays a value
B) Create a Named Credential in Salesforce and then add an Action element which uses an HTTP Callout
*** AUTOMATION BASICS *** Which level of access must a running user have to an object referred to in a lookup component in a screen flow? A) Read access B) Create access C) Edit access D) Modify All access
B) Create access
*** TOOLS & BEST PRACTICES *** A marketing team is trying to improve their messaging strategy. Which outcome would be the best to try predicting? A) How often mailed catalogs will be immediately trashed B) How likely a marketing email will be opened by an age group C) How amusing readers will find their tweets D) How likely it will snow during their Chicago networking event
B) How likely a marketing email will be opened by an age group
*** INTEGRATION *** Which component of the Service Management layer executes multiple actions in a single server call? A) DataRaptor Extract B) Integration Procedure C) Calculation Procedure D) DataRaptor Load E) DataRaptor Transform
B) Integration Procedure
*** INTEGRATION *** Which of the following is true about external services? A) The steps to create an external service are done by the public API provider in Named Credentials B) Much of the work to register an external service in Salesforce can be performed declaratively C) You must learn to program using Apex if you want to use External Services D) Using an OpenAPI specification is optional is you want to register an external service registration
B) Much of the work to register an external service in Salesforce can be performed declaratively
*** INTEGRATION *** Northern Trails Outfitters wants a unified view of customer transactions to create a flow that automatically updates the total customer spend across all systems, including the legacy systems they use. Which Salesforce Connect adapter is best suited for this scenario? A) Cross-org adapter B) OData 2.0 or 4.0 C) Custom adapter D) SF Connect adapter for Amazon Dynamo DB
B) OData 2.0 or 4.0 The OData 2.0 or 4.0 adapter connects with legacy systems Salesforce Connect uses Open Data Protocol Version 2.0 or 4.0 to access data that's stored outside Salesforce
*** INTEGRATION *** State the purpose of the Custom Adapter for Salesforce Connect
Connect to any data anywhere for complete view of the business
*** TESTING | DISTRIBUTION | MONITORING *** In setup, where can the admin find information on currently paused and fialed flow interviews? A) Paused and Failed Flow Settings B) Paused and Failed Flow Interviews C) Paused Flow Interviews D) Process Automation Settings
B) Paused and Failed Flow Interviews
*** AUTOMATION BASICS *** Which use case for surfacing recommendations can be applied to a commerce line of business? A) Recommend to an employee that a customer's contract is almost up and needs to be renewed B) Recommend a customer which product they will like best C) Recommend to an employee which type of content a customer will best engage with D) Recommend to a customer which article will answer their question
B) Recommend a customer which product they will like best
*** TOOLS & BEST PRACTICES *** Which one of these is an Orchestrator type? A) Schedule-triggered Orchestration B) Record-triggered Orchestration C) Platform Orchestration D) Screen Orchestration
B) Record-triggered Orchestration
*** AUTOMATION BASICS *** Dreamscape's sales team wants an automation that updates an account's record and all related contacts when the account Is Active field is unchecked. Which automation should the admin configure to update the current record and all related contacts? A) Record-triggered flow with Fast Field updates B) Record-triggered flow with Actions and Related Records C) Autolaunched flow with Actions and Related Records D) Schedule-triggered flow
B) Record-triggered flow with Actions and Related Records
*** AUTOMATION BASICS *** Which statement is true regarding default context relating to record-triggered flows? A) Record-triggered flows run in user context with sharing by default B) Record-triggered flows run in system context without sharing by default C) The default context for record-triggered flows depends on the flow's custom settings D) The default context for record-triggered flows depends on the running user
B) Record-triggered flows run in system context without sharing by default
*** TESTING | DISTRIBUTION | MONITORING *** What user permissions are needed to delete, pause, or resume a flow interview? Select two that apply. A) Manage Flow B) Run Flows C) View All Data D) Flow User field enabled on the user detail page
B) Run Flows D) Flow User field enabled on the user detail page
*** TOOLS & BEST PRACTICES *** Which consideration regarding schedule-triggered flows is most relevant to an admin? A) Schedule-triggered flows can present screens to users, allowing users to enrich data as the flow executes B) Schedule-triggered flows can make callouts only after executing a Pause element C) Schedule-triggered flows can activate from a button or a specified time and frequency D) Schedule-triggered flows configured to run once with a run date and time that already passed will run when activated
B) Schedule-triggered flows can make callouts only after executing a Pause element
*** TESTING | DISTRIBUTION | MONITORING *** When working in an Experience Cloud site, what is a reason an admin can't see a particular flow to add that flow to a component on the site page? A) Only screen flows and scheduled flows are available for sites B) Screen flows must be active to be available for sites C) Flow components only work in multi-column flow layouts for sites D) Flows must be configured with External Distribution to be available for sites
B) Screen flows must be active to be available for sites
*** AUTOMATION BASICS *** A variable: A) Is a kind of element in a flow B) Stores a value that you can change in a flow C) Stores a value that stays the same throughout the flow D) Can be changed with a Decision element
B) Stores a value that you can change in a flow
*** TESTING | DISTRIBUTION | MONITORING *** What's the difference between the Run and Debug buttons in Flow Builder? A) Only the Run button uses the latest version of the flow B) The Debug button displays details for debugging the flow C) The Debug button automatically fixes issues in the flow D) The Run button is only available for active flows
B) The Debug button displays details for debugging the flow
*** TESTING | DISTRIBUTION | MONITORING *** What's the difference between the Run and Debug buttons in Flow Builder? A) Only the Run button uses the latest version of the flow B) The Debug button displays details for debugging the flow C) The Debug button automatically fixes issues with the flow D) The Run button is available only for active flows
B) The Debug button displays details for debugging the flow
*** INTEGRATION *** Who is automatically granted the MuleSoft Composer User permission set? A) All admins in your Salesforce org B) The admin who installs MuleSoft Composer into your Salesforce org C) The admin who troubleshoots problems with MuleSoft composer flows D) The admin who manages MuleSoft Composer flows
B) The admin who installs MuleSoft Composer into your Salesforce org
*** TESTING | DISTRIBUTION | MONITORING *** Your flow belongs in a utility bar when: A) Users need access to it at all times B) Users need access to it from anywhere in your app C) The flow needs to be scoped to a particular record D) The flow runs in the background
B) Users need access to it from anywhere in your app
*** AUTOMATION BASICS *** In an Assignment element, which field holds the variable whose value is being changed? A) Changed Value B) Variable C) Held Variable D) Value
B) Variable
*** TESTING | DISTRIBUTION | MONITORING *** Which of the following are benefits of automating flow tests without code? Select three that apply A) Troubleshoot flows each time the failure occurs B) Visualize results with the expected outcome for each test path without regression risks C) Manually select the record or set the conditions for the debug D) Build and deploy tests faster than it would take a developer to do so E) Manage and run multiple tests at once with a single click
B) Visualize results with the expected outcome for each test path without regression risks D) Build and deploy tests faster than it would take a developer to do so E) Manage and run multiple tests at once with a single click
*** INTEGRATION *** Describe how Enhanced External Services can be used in Flow integrations
Connect to any external system without code > specify the endpoint and schema and Apex classes will be generated automatically The Apex classes appear in Flow Builder as Apex actions
*** AUTOMATION BASICS *** When should you configure a variable to be available for input? A) The flow gets input from the running user and should store it in the variable B) Whatever starts the flow should set the variable's value C) The flow should change the variable's value when it's running D) The variable should input data to another variable or record
B) Whatever starts the flow should set the variable's value
*** AUTOMATION BASICS *** When should you build a flow? A) Every time you need to automate something B) When you want to automate without writing code C) When you need to replace an assignment rule D) When you want to code
B) When you want to automate without writing code
*** TOOLS & BEST PRACTICES *** Universal Containers is evaluating Flow Orchestration to automate a complex business process that involves multiple users. The users are organized in groups and the work is assigned in a way that any user in a given group is able to complete it. Which of the following can help the administrator support the requirement? A) Work Stages B) Work Items C) Work Groups D) Work Queues
B) Work Items
*** INTEGRATION *** How do external apps consume events?
By using CometD
*** INTEGRATION *** How do external apps publish events?
By using the sObject API
*** AUTOMATION BASICS *** When AI makes a prediction to a yes-or-no question, the prediction generally comes in what form? A) A value of either TRUE or FALSE B) A value of either 1 or 0 C) A percent value between 0 and 100 D) A value of either Success or Fail
C) A percent value between 0 and 100
*** AUTOMATION BASICS *** What is a chatbot? A) A database that tracks words in and out B) A robot that simulates people talking C) An application that simulates human conversation D) Software that records human conversations and plays them back E) An application that creates a dialog for machines
C) An application that simulates human conversation
*** AUTOMATION BASICS *** Which type of flow should the Dreamscape admin use if the flow is to be the single flow used to update a Contact record, but called by other automation tools? A) Record-triggered flow with Fast Field Updates B) Record-triggered flow with Actions and Related Records C) Autolaunched flow D) Schedule-triggered flow
C) Autolaunched flow
*** INTEGRATION *** What does the Composer User permission set enable you to do? A) Grant the MuleSoft Composer User permission set to end users B) Revoke the MuleSoft Composer User permission set from end users C) Build and run MuleSoft Composer flows D) A) and B) E) A) and C)
C) Build and run MuleSoft Composer flows
*** AUTOMATION BASICS *** What is one way AI improves the customer experience? A) By handling complex cases B) By repeating the same information until it's understood C) By using bots to solve common issues quickly D) A) and B)
C) By using bots to solve common issues quickly
*** INTEGRATION *** What can you do with external services? A) Authenticate into a named credential to update its database B) Declaratively create a schema to use in External Services C) Connect to an external endpoint to bring its data into Salesforce D) Declaratively authenticate the external database for External Services
C) Connect to an external endpoint to bring its data into Salesforce
*** INTEGRATION *** What are the main steps to configure Salesforce Connect, in order? A) Define an external object, set authentication protocol, define an external data source B) Validate and sync, set authentication protocol, set adapter type C) Define an external data source, set authentication protocol, validate and sync D) Set authentication protocol, set adapter type, validate and sync
C) Define an external data source, set authentication protocol, validate and sync
*** TOOLS & BEST PRACTICES *** What is a consideration for using formula fields in Flow Builder? A) Formulas are unable to update Record elements in after save flow triggers B) Formulas are unable to be used in trigger conditions on before save flow triggers C) Formulas are unable to trigger record-triggered flows D) Formulas are unable to be used in Decision elements in record-triggered flows
C) Formulas are unable to trigger record-triggered flows
*** AUTOMATION BASICS *** What does a flow connector do? A) It tells Salesforce which flow to start next B) It tells the flow which resources to create next C) It tells the flow which element to execute next D) It tells the flow which external database to connect to
C) It tells the flow which element to execute next
*** AUTOMATION BASICS *** The Get Records flow element pulls what kind of data from your Salesforce org? A) Exclusively standard object data B) All record data owned by your team C) One or many object records D) Field metadata only
C) One or many object records
*** TOOLS & BEST PRACTICES *** Where do users complete their assigned tasks for an orchestration? A) Orchestration Runs List B) Workflow Rules C) Orchestration Work Guide D) Orchestration Step Builder
C) Orchestration Work Guide
*** TESTING | DISTRIBUTION | MONITORING *** You can see the flow fully rendered when you: A) Add it to the page B) Preview the site C) Publish the site D) A) and B)
C) Publish the site
*** AUTOMATION BASICS *** What are the three types of objects that you use in Einstein Recommendation Builder? A) Product, Recipient, and Connection B) Product , Work Order, and Product Consumed C) Recommended Items, Recipient, and Interactions D) Large, Extra Large, and Jumbo
C) Recommended Items, Recipient, and Interactions
*** INTEGRATION *** Which of the following are elements of a valid schema for External Services? A) Response code output contains complex objects, parameters have names B) Response code output does not contain complex objects, any method can be used C) Schema adheres to OpenAPI specification, parameters have names D) Schema has less than 100,000 characters, parameters used complex names objects
C) Schema adheres to OpenAPI specification, parameters have names
*** TOOLS & BEST PRACTICES *** What are the three building blocks of an orchestration? A) Stages, triggers, and steps B) Steps, flows, and work items C) Stages, steps, and flows D) Triggers, steps, and work items
C) Stages, steps, and flows
*** AUTOMATION BASICS *** A user receives the error message "Error: OwnerId is not a valid lookup field." What is the cause of this error? A) The OwnerId field does not have a value on the record queried B) Lookup fields must be configured as record choice sets C) The Flow Lookup component is unable to update fields that support other objects D) The System Administrator has not configured Advanced Lookup in the Lookup component
C) The Flow Lookup component is unable to update fields that support other objects
*** TOOLS & BEST PRACTICES *** Northern Trail Outfitters (NTO) is considering Flow Orchestration to automate a number of complex business processes for one of its departments. NTO has well-established SDLC guidelines in place and teams are expected to follow those guidelines when working with deployments. What should the administrator keep in mind about deploying orchestrations? Please select two answers: A) The administrator will need to ask for an exception since active orchestrations can only be created in production B) The administrator can deploy orchestrations that use multiple flows by using 'deployment API' option in workbench C) The administrator can deploy orchestrations using change sets D) The administrator can create, test, and debug orchestrations in a sandbox E) The administrator can create and test orchestrations in a sandbox but can only debug in production
C) The administrator can deploy orchestrations using change sets D) The administrator can create, test, and debug orchestrations in a sandbox
*** INTEGRATION *** Which of the following is true if you go to Setup, find Omni Interaction Configuration, and notice an entry named TheFirstInstalledOmniPackage? A) Check the table of summarized packages B) The org uses OmniStudio tracking objects C) The org uses OmniStudio sObjects D) The org uses OmniStudio for Vlocity sObjects
C) The org uses OmniStudio sObjects
*** TOOLS & BEST PRACTICES *** What tool do you use to see the scheduled paths that run in the future, such as the path that runs 5 days after an Opportunity closes? A) Flow Trigger Explorer B) Orchestration Runs List C) Time-Based Workflow page D) Flow Builder
C) Time-Based Workflow page
*** AUTOMATION BASICS *** If you want to automate a process to run every time a contact is added to an account, which type of flow is best suited to the task? A) Screen Flow B) Autolaunched Flow C) Triggered Flow D) Advanced Flow
C) Triggered Flow
*** TOOLS & BEST PRACTICES *** What value does a $Permission global variable return if the running user has the specified custom permission? A) The custom permission's API name B) The custom permission's Value field C) True D) False
C) True
*** TOOLS & BEST PRACTICES *** What is a best practice to handle errors from fault paths?
Configure the fault connectors to a core action that sends an email when the flow fails
*** INTEGRATION *** State the purpose of the Cross-Org Adapter for Salesforce Connect
Connect data across multiple Salesforce orgs
*** INTEGRATION *** Describe how Custom Lightning Components can be employed by Flow integrations
Connect to a database that's behind your firewall without going through the Salesforce server by calling a local action All local actions appear in Flow Builder as Core Action elements
*** INTEGRATION *** State the purpose of the OData 2.0 or 4.0 Adapter for Salesforce Connect
Connect to the back office for a complete view of the business
*** INTEGRATION *** State the purpose of the Salesforce Connect Adapter for Amazon DynamoDB
Connect users to data stored in Amazon DynamoDB
*** TESTING | DISTRIBUTION | MONITORING *** What is the recommended object to configure reports on to get insights on bot sessions?
Conversation Definition Session
*** TOOLS & BEST PRACTICES *** How can admin present a more insightful errors message in screen flows other than the default 'An unhandled fault has occurred...'?
Customize the Error Message for Running Flow Users 1. Create a text template that contains a friendlier error message 2. Add a Screen element; in a Display Text screen component, reference the text template 3. For every element that can fail, draw a fault connector to the Screen element
*** AUTOMATION BASICS *** Finish this one truism of AI: 'If you can't report on it,...' A) 'you haven't tried hard enough' B) 'just report on something else' C) 'it probably doesn't matter' D) 'you can't predict it'
D) 'you can't predict it'
*** INTEGRATION *** The OmniStudio Service Management layer includes services for: A) Reading data B) Writing data C) Storing data D) A and B E) A and C
D) A and B
*** AUTOMATION BASICS *** Which of the following best describes a collection? A) A field evaluated by a specific condition B) A variable with the same data and object types C) A field to store loop variables and other flow elements D) A list of items, such as field values or email addresses
D) A list of items, such as field values or email addresses
*** AUTOMATION BASICS *** Create a Text variable to store: A) Descriptions B) Long text data C) Formulas D) A) and B)
D) A) and B)
*** AUTOMATION BASICS *** Which of the following is a key value proposition or differentiator of Einstein Next Best Action? A) Surface actionable intelligence B) Connect recommendations to automation C) Focus on customer service D) A) and B) E) B) and C)
D) A) and B)
*** AUTOMATION BASICS *** In an Assignment element, which field holds the new variable value? A) New Value B) Variable C) New Variable D) Value
D) Value
*** TESTING | DISTRIBUTION | MONITORING *** What are some things you should look for when evaluating your bot performance? A) Which dialogs customers end their sessions on B) Which dialogs customers transfer on C) How much time customers spend on the site not using the bot D) A) and B) E) B) and C)
D) A) and B)
*** TOOLS & BEST PRACTICES *** Einstein Bots help agents by: A) Automatically resolving top customer issues B) Collecting qualified customer information C) Telling agents what to do D) A) and B)
D) A) and B)
*** AUTOMATION BASICS *** What is a chatbot? A) An application that can seamlessly hand off complex cases to agents B) A new type of call center manager C) An application that can carry on a chat conversation with a customer D) A) and C)
D) A) and C)
*** AUTOMATION BASICS *** Select the best answer to complete this statement: When you define multiple filter criteria, the filter logic usually defaults to ____. A) true B) OR C) false D) AND
D) AND
*** INTEGRATION *** To preauthorize your MuleSoft Composer users, which OAuth Policies setting should you specify? A) All users may self-authorize B) All users are pre-authorized C) Admin users may self-authorize D) Admin approved users are pre-authorized
D) Admin approved users are pre-authorized
*** TOOLS & BEST PRACTICES *** What is a consideration regarding flows installed from managed packages? A) Admins can only activate or deactivate the flows B) Admins can open and see details of the flows C) Admins can edit the template flows D) Admins can see the details of template flows but cannot edit them
D) Admins can see the details of template flows but cannot edit them
*** TOOLS & BEST PRACTICES *** Which trigger context can Apex use, but is not available for flows? A) After update B) Before delete C) Before update D) After delete
D) After delete
*** TESTING | DISTRIBUTION | MONITORING *** Which statement about screen flows distributed to Lightning record pages is relevant to an admin? A) Lightning record pages should not present flows in the primary tab to support the optimal loading performance B) Flows distributed to Lightning record pages are available to any Lightning app C) Loading a page presents the first screen of a flow, but no elements run until the first screen is submitted D) Any flow on a page will run any elements until the first screen displays
D) Any flow on a page will run any elements until the first screen displays
*** TOOLS & BEST PRACTICES *** What's the maximum number of reminders that you can send for a survey? A) 1 reminder B) 2 reminders C) 10 reminders D) As many as you want, depending on your email limit
D) As many as you want, depending on your email limit
*** AUTOMATION BASICS *** A choice set can generate options with: A) Formulas B) Filtered records C) Picklist field values D) B) and C)
D) B) and C)
*** AUTOMATION BASICS *** How can sales teams benefit from Einstein? A) Increase revenue by showing customers the best product to buy, at the right time B) Reduce handle time by collecting and qualifying customer info for seamless agent handoff C) Create personalized 1:1 messages and content based on consumer preferences and intent D) Boost win rates by prioritizing leads and opportunities most likely to convert E) Increase call deflection by resolving routine customer requests
D) Boost win rates by prioritizing leads and opportunities most likely to convert
*** AUTOMATION BASICS *** How does the Einstein Platform help admins and developers? A) By allowing them to store data in the cloud B) By allowing them to set up accounts with permissions C) By helping them schedule appointments for their teams D) By helping them build a smart assistant customized to their business E) By helping agents route and resolve cases faster so they can increase customer satisfaction
D) By helping them build a smart assistant customized to their business
*** TOOLS & BEST PRACTICES *** Which bot channel(s) allow you to preview the bot within Bot Builder? A) SMS B) WhatsApp C) Facebook Messenger D) Chat
D) Chat
*** INTEGRATION *** You want to build a flow that accesses various external systems. Which MuleSoft Composer flow component should you use? A) Trigger B) Adapter C) Scheduler D) Connection
D) Connection
*** TOOLS & BEST PRACTICES *** Which of the following actions are possible to migrate processes to flow? Select two that apply. A) Use an invocable Apex to handle the migration. B) Use the Migrate Workflow to Flow tool. C) Continue to use processes as there's no migration tool. D) Convert every process manually to Flow. E) Create a new flow for processes with complex actions.
D) Convert every process manually to Flow. E) Create a new flow for processes with complex actions.
*** TOOLS & BEST PRACTICES *** Which component of AutoML sifts through your structured data and fixes it up before you start? A) Natural Language Processing B) Feature Engineering C) Computer Vision D) Data Cleansing E) Automated Model Selection
D) Data Cleansing
*** TOOLS & BEST PRACTICES *** Which of the following is not an Einstein Platform product? A) Einstein Voice B) Einstein Next Best Action C) Einstein Vision and Language D) Einstein Lead Scoring E) Einstein Prediction Builder
D) Einstein Lead Scoring
*** INTEGRATION *** What are the components of an event-based architecture? A) Event bus, event producer, event consumer, and event builder B) Event producer and event consumer C) Event producer, event consumer, and Apex trigger D) Event producer, event consumer, event, event message, event channel, and event bus E) Platform events
D) Event producer, event consumer, event, event message, event channel, and event bus
*** TOOLS & BEST PRACTICES *** Which members should you have on your bots team? A) Subject matter expert, marketing specialist, and quality assurance engineer B) Subject matter expert, product manager, and UI/UX designer C) Salesforce admin, sales consultant, and social media specialist D) Executive stakeholder, subject matter expert, and Salesforce admin/developer
D) Executive stakeholder, subject matter expert, and Salesforce admin/developer
*** AUTOMATION BASICS *** Which of these use cases is beyond the scope of Einstein Bots? A) Extending a brand experience to customer support services B) Updating an existing order C) Changing a customer's password D) Handling a time-sensitive medical emergency
D) Handling a time-sensitive medical emergency
*** AUTOMATION BASICS *** Which of the following relates to a user's input in a screen component that requires Lightning runtime? A) When a user navigates to another screen and returns, the entire flow restarts B) All values entered are retained if a user pauses the flow then resumes it C) If the user receives an input validation error, the screen retains the value for editing D) If a user enters a value in a screen and navigates away, the value is not retained upon return
D) If a user enters a value in a screen and navigates away, the value is not retained upon return
*** TESTING | DISTRIBUTION | MONITORING *** To add a flow to a utility bar: A) In Setup, open the Utility Builder B) Open a Lightning app in the App Launcher C) In each user's personal settings, add the flow to the Utilities list D) In Setup, open a Lightning app in the App Manager
D) In Setup, open a Lightning app in the App Manager
*** AUTOMATION BASICS *** What types of screen components receive input from users? A) Display components B) Input fields C) Record components D) Input components and record fields
D) Input components and record fields
*** AUTOMATION BASICS *** Bloomington Caregivers (BC) uses a complex data model to support its core business. BC wants to automate its intake processes by creating a personalized guided experience for medical providers, insurance companies, and patients. The administrator wants to use Einstein Recommendation Builder to support the requirement. What should the administrator keep in mind? A) Recommendations only show up in Lightning Record Pages when Audience Targeting is enabled B) Recommendations can be ordered by priority using Recommendations component in Lightning Page Builder C) Recommendations can be copied from production to a sandbox in Lightning Experience D) Recommendations can be based on standard or custom objects
D) Recommendations can be based on standard or custom objects
*** TESTING | DISTRIBUTION | MONITORING *** Which debug feature can be used to ensure any changes that are executed by Flow Builder won't remain after testing? A) Rewind B) Flow undo C) Data Reverser D) Rollback mode
D) Rollback mode
*** TOOLS & BEST PRACTICES *** Cloud Kicks is looking to build an orchestration that will most likely span across departments and roles. The administrator was advised by the lead architect that they should monitor the running instances after they build out the orchestration. What is a running instance of an orchestration called? A) Instance B) Interview C) Spool D) Run
D) Run
*** AUTOMATION BASICS *** The VP of sales at Dreamscape wants lead owners to review any leads without any update for more than a week. Which of the following options is the best way the Salesforce admin can configure a flow to automatically notify the lead owner of such records? A) Record-triggered flow with Fast Field Updates B) Record-triggered flow with Actions and Related Records C) Autolaunched flow D) Schedule-triggered flow
D) Schedule-triggered flow
*** AUTOMATION BASICS *** Which record-triggered flow option would you use to send a subscription renewal offer one month before the current subscription expires? A) Fast Field Update B) Related Records and Actions C) Run Asynchronously D) Scheduled Paths
D) Scheduled Paths
*** AUTOMATION BASICS *** A Dreamscape competitor has an inside customer service center. Agents answer thousands of support calls daily. Typical requests include a series of questions that vary by issue type. Which flow type captures case details most effectively and quickly? A) A) Record-triggered flow with Fast Field updates B) Record-triggered flow with Actions and Related Records C) Autolaunched flow D) Screen flow
D) Screen flow
*** AUTOMATION BASICS *** What do you use to access custom metadata types in Flow Builder? A) The $Metadata global action B) The Custom Metadata resource type C) The Get Metadata action D) The Get Records element
D) The Get Records element
*** TOOLS & BEST PRACTICES *** Which user runs schedule-triggered flows? A) The user who configured the flow B) The user who activated the flow C) The automated processs user D) The default workflow user
D) The default workflow user
*** INTEGRATION *** Which of the following is true if you go to Setup, can't find Omni Interaction Configuration, and don't notice an entry named TheFirstInstalledOmniPackage? A) Check the table of summarized packages B) The org uses OmniStudio tracking objects C) The org uses OmniStudio sObjects D) The org uses OmniStudio for Vlocity sObjects
D) The org uses OmniStudio for Vlocity sObjects
*** TOOLS & BEST PRACTICES *** Which functionality makes Flows Optimized for Fast Field Updates simpler to configure than other types of flows? A) All Flow elements are supported for Flows Optimized for Fast Field Updates, allowing more updates to the triggering record's fields and values B) Update Records elements save new values to the database instead of using the values in the $Record global variable C) Flows Optimized for Fast Field Updates in flows can access field values that are set after the record is saved, such as Last Modified Date field D) There's no need to use an Update Records element to save updates made to fields with the use of the $Record global variable
D) There's no need to use an Update Records element to save updates made to fields with the use of the $Record global variable
*** TESTING | DISTRIBUTION | MONITORING *** In a flow list view, which field helps to differentiate a true Autolaunched flow from other autolaunched flows? A) Process Type B) Flow Type C) Proess Trigger D) Trigger
D) Trigger
*** AUTOMATION BASICS *** How do you embed the Einstein Next Best Action component onto a Salesforce object page? A) Check the Embed field in the Strategy Builder B) Select your object when defining the recommendation C) Go to the Developer Console and paste the contents into the Body section D) Use Lightning App Builder and drag the component onto your desired page E) Log a case about it and out 'high-priority' in status
D) Use Lightning App Builder and drag the component onto your desired page
*** TOOLS & BEST PRACTICES *** Which statement about DML and loops is true? A) Use an Update Records data element inside For Each elements to avoid issues with DML in loops B) Use an Update Records loop element to sort through very large collections of records C) Use a Create Records data element if you need to use DML actions inside a loop D) Use any Create, Update, Get, or Delete Records elements outside any loops
D) Use any Create, Update, Get, or Delete Records elements outside any loops
*** TOOLS & BEST PRACTICES *** Which permission allows an admin to activate an autolaunched flow that has a trigger (in addition to the Manage Flow permission)? A) Run Flows B) API Enabled C) Modify All Data D) View All Data
D) View All Data
*** AUTOMATION BASICS *** While not technically a component of AI, which part of an AI solution is key to making use of AI data and insights? A) Numeric predictions B) Classifications C) Recommendations D) Workflow and rules
D) Workflow and rules
*** TOOLS & BEST PRACTICES *** Distinguish between dialog and dialog intent; state the relationship (if any) between the two
Dialogs are conversation snippets that control what a bot can do Dialog intents are the customer's reasons for interacting with your bot; e.g., buying a product item, returning an item, getting store hours Each dialog includes a dialog intent, which is optionally available for NLU training to understand different kinds of customer responses
*** AUTOMATION BASICS *** Describe the features and benefits of Einstein Agent
Drives agent productivity across the contact center Through intelligent case routing, automatic triaging, and case field prediction, Einstein Agent significantly accelerates issue resolution and enhances efficiency
*** AUTOMATION BASICS *** When do record-triggered flows that kick off related records and actions run?
During the record update that triggered the flow and after that update is saved
*** AUTOMATION BASICS *** When do fast field updates run?
During the record update that triggered the flow and before that update is saved
*** INTEGRATION *** What does MuleSoft Composer enable you to do? A) Synchronize data across different systems B) Write code to customize steps C) Filter and route data through a flow based on conditions D) A) and B) E) A) and C)
E) A) and C)
*** TESTING | DISTRIBUTION | MONITORING *** Which of the following is appropriate to distribute as a flow in a site instead of in your Salesforce org? A) An interest form for your school's new MBA course B) A guided script for service reps to folllow when customers lose their credit card C) A survey to collect feedback on new products D) A registration form for your company's conference E) A), C), D)
E) A), C), D)
*** AUTOMATION BASICS *** Which of the following is a way Einstein benefits Salesforce users? A) Discovers insights B) Predicts outcomes C) Recommends the best actions D) Automates routine tasks E) All of the above
E) All of the above
*** INTEGRATION *** OmniStudio: A) Offers tools only for customers in the Health Industry B) Drives digital engagement C) Provides guided user experiences D) A and B E) B and C
E) B and C
*** TOOLS & BEST PRACTICES *** How is workflow orchestration different from automated processes? A) They are the same B) Workflow orchestration combines multiple automated processes C) An orchestration can be part of an automated process D) An automated process can be part of a workflow orchestration E) B) and D)
E) B) and D)
*** INTEGRATION *** What are some benefits of an event-driven software architecture? A) It decouples event producers from channels B) It decouples event producers from event consumers, which have several dependencies on each other C) It enables near real-time communication between publishers and subscribers by requiring the writing of complex logic D) It enables broadcasting of news messages E) It enables near real-time communication, simplifying communication by decoupling event producers from event consumers
E) It enables near real-time communication, simplifying communication by decoupling event producers from event consumers
*** TOOLS & BEST PRACTICES *** Which terms are important to know before you build your bot? A) Intents, dialogs, integers, and entities B) Dialogs, enters, intents, and variables C) Variables, entities, intents, and didgieridoos D) Entities, intents, variants, and dialogs E) Variables, dialogs, dialog intents, and entities
E) Variables, dialogs, dialog intents, and entities
*** AUTOMATION BASICS *** What component should be used to display recommendations to users on most Lightning pages within your Salesforce org, including record pages, home pages, and app pages?
Einstein Next Best Action component
*** AUTOMATION BASICS *** Define Einstein Engagement Frequency and the business benefit
Einstein Engagement Frequency predicts the right number of communications to send without going overboard
*** AUTOMATION BASICS *** What automation tool should be used when you want to suggest offers and actions to users that are tailored to meet your unique business criteria; e.g., prompt agents to offer service contracts to customers who don't have them?
Einstein Next Best Action
*** TOOLS & BEST PRACTICES *** Provide a definition for Einstein Next Best Action
Einstein Next Best Action is a solution that uses flows, strategies, and the Recommendation object to recommend actions to users
*** AUTOMATION BASICS *** Provide a definition for Einstein Vision and Language and state why it is useful for end users
Einstein Vision and Language are a set of APIs and services for Salesforce developers to use to add deep-learning capabilities to any application, ultimately allowing end users to classify images and extract meaning from text
*** TESTING | DISTRIBUTION | MONITORING *** Who receives the error email when a flow interview fails?
Either the admin who last modified the associated flow or the Apex exception email recipients
*** TESTING | DISTRIBUTION | MONITORING *** How can you make a flow available on every page in your app?
Embed the flow in the utility bar
*** TOOLS & BEST PRACTICES *** How can a flow be exposed in an external custom app?
Embed the lightning:flow component in your external app by using Lightning Out
*** TESTING | DISTRIBUTION | MONITORING *** Where can an admin view debug details for failed flows?
Error emails
*** TOOLS & BEST PRACTICES *** What might be a good starting point for AI optimizations; why?
Examine in-house reports measuring health of the business if you do report on it, you often want to predict it ... the outcomes have already been decided; the data is already there
*** AUTOMATION BASICS *** Describe how asynchronously run flows could be used
Executing more advanced scenarios like sending requests to external systems or performing other longer running processes
*** INTEGRATION *** What is an alternative to copying external data into your org?
External objects can be used to access data in real time with web service callouts
*** AUTOMATION BASICS *** T/F: Workflow rules and Approval Processes are available for external objects
FALSE
*** AUTOMATION BASICS *** T/F: You can use a Get Records element to populate a collection variable
FALSE
*** TESTING | DISTRIBUTION | MONITORING *** T/F: Flow tests support flows that run with a record is deleted
FALSE
*** TOOLS & BEST PRACTICES *** T/F: A business can only have one action strategy in place for all departments
FALSE
*** TOOLS & BEST PRACTICES *** T/F: Background steps used to automate task management and hand-offs require user intervention
FALSE
*** TOOLS & BEST PRACTICES *** T/F: Features and fields in workflow rules correspond one-to-one to those in flows.
FALSE
*** TOOLS & BEST PRACTICES *** T/F: Other annotations can be combined with @InvocableMethod
FALSE
*** TOOLS & BEST PRACTICES *** T/F: There is no reason to plan an approval process before you start creating it
FALSE
*** TESTING | DISTRIBUTION | MONITORING *** T/F: A flow can be displayed when a site is in Preview mode
FALSE (site must be published)
*** TOOLS & BEST PRACTICES *** T/F: Each flow runtime (Classic, Lightning) is restricted to its respective desktop experience; i.e., you can't use the Lightning runtime in the Classic experience
FALSE > You can use Lightning runtime in Salesforce Classic, and you can use Classic runtime in Lightning Experience.
*** TOOLS & BEST PRACTICES *** T/F: You can key in 'TRUE' or 'FALSE' to validate a Boolean value in a Decision element, as an alternative to using the global constants for true or false
FALSE > always use the global constants; if you manually enter TRUE, that's the equivalent of the word true rather than the Boolean value that you want.
*** INTEGRATION *** T/F: While External Objects capture information from external systems, the object itself is stored inside a Salesforce org
FALSE; Although external objects can be treated like standard or custom objects, they're stored outside of the org
*** TOOLS & BEST PRACTICES *** T/F: A screen flow is able to reference subflows of any type, including autolaunched flows
FALSE; In a screen flow, you can reference only another screen flow
*** TOOLS & BEST PRACTICES *** T/F: Local Actions are available as Lightning Web Components
FALSE; Local Actions are not yet available as LWCs Aura components have to be marked appropriately w/ implements="lightning: availableForFlowActions"
*** INTEGRATION *** T/F: Local Actions interact with the server runtime
FALSE; Local actions execute JavaScript, so they run on the client machine This gives them the power to interact with the local browser environment
*** INTEGRATION *** T/F: To integrate MuleSoft Composer with enterprise apps, a technical integration resource is needed to configure custom connectors
FALSE; MuleSoft Composer includes a number of pre-built connectors such as: - Salesforce - Tableau - Slack - NetSuite - Workday - Google Sheets
*** TOOLS & BEST PRACTICES *** T/F: The bot implementation team needs to select the correct NLP model for the menu-based bots they are planning to launch
FALSE; NLP is not required for menu-based bots
*** INTEGRATION *** T/F: the OmniStudio Designer and FlexCard Designer are on the core platform and builders can begin using them as soon as licenses are provisioned by Salesforce
FALSE; OmniScript Designer or FlexCard Designer are NOT on core, therefore using them requires a download of the OmniStudio package or one of the industry-managed packages
*** INTEGRATION *** T/F: A frontend framework is needed to create custom UIs that wrap the OmniStudio experience to support specific branding needs
FALSE; OmniStudio can support creation of custom UIs
*** TOOLS & BEST PRACTICES *** T/F: Flow Orchestration is capable of executing selected Stages in parallel
FALSE; Stages are executed sequentially, and only one stage in an orchestration can be in progress at a time
*** TOOLS & BEST PRACTICES *** T/F: Flow Builder and Strategy Builder are functionally equivalent and either is recommended
FALSE; Strategy Builder's multiple-branch logic isn't supported in Flow Builder HOWEVER, Strategy Builder is a legacy tool and no updates are planned for it... therefore it is not recommended over Flow Builder
*** AUTOMATION BASICS *** T/F: You need an additional license to use Salesforce Flow and automate survey invitations
FALSE; Surveys are included in Flow as they are a Core Action
*** TOOLS & BEST PRACTICES *** T/F: The Recommendation component for Experience Builder Sites surfaces Einstein Next Best Actions
FALSE; The Recommendation component is not related to Next Best Action
*** TESTING | DISTRIBUTION | MONITORING *** T/F: Test records created during test execution are saved and can be viewed via the Flow Builder
FALSE; The test creates a copy of the record to use only for the test.; the record isn't saved to the database
*** TESTING | DISTRIBUTION | MONITORING *** T/F: Recommendations can only be displayed to internal (Sales | Service Cloud) users of Salesforce
FALSE; You can display these recommendations on many different types of pages, including Lightning pages in your Salesforce org, Experience Cloud sites, or external sites
*** TESTING | DISTRIBUTION | MONITORING *** T/F: Flow tests support both positive and negative path testing
FALSE; You can only test assertions for the "happy path"—positive testing
*** TESTING | DISTRIBUTION | MONITORING *** T/F: You can test both immediate and scheduled flow paths
FALSE; You can test only a flow path that runs immediately
*** TESTING | DISTRIBUTION | MONITORING *** T/F: You can view failed flow interviews for a standard flow
FALSE; failed flow interviews aren't saved for standard flows
*** TOOLS & BEST PRACTICES *** T/F: lightning:flow is available for LWC to assist w/ flow launch
FALSE; lighting:flow is not yet available in LWC
*** TESTING | DISTRIBUTION | MONITORING *** T/F: Flow tests can be recognized by the metadata API and therefore included in packaging and change sets
FALSE; packaging and change sets aren't supported for flow tests, however they can be migrated w/ SFDX
*** AUTOMATION BASICS *** T/F: Fast field updates should be used when creating an automation to send a message to record owners
FALSE; should use related records and actions
*** TOOLS & BEST PRACTICES *** T/F: $User can be selected when specifying a User Resource in the Interactive Step assignment
FALSE; the $User global variable evaluates to the system user when the orchestration is running in system context and an interactive step can't be assigned to the system user
*** TOOLS & BEST PRACTICES *** T/F: The default Customer Satisfaction Survey has the same ID across all orgs.
FALSE; the Id is unique to each org
*** AUTOMATION BASICS *** T/F: Marketing Cloud Einstein helps marketers reduce handle time by collecting and qualifying customer info for seamless agent handoff.
FALSE; this is a feature of Service Cloud Einstein
*** TOOLS & BEST PRACTICES *** Provide a definition for Flow Orchestration
Flow Orchestration is a low-code, process orchestration technology that runs on the Flow engine and allows the easy creation of sophisticated business processes that scale across multiple participants and lengthy periods of time
*** TOOLS & BEST PRACTICES *** What feature allows an admin to specify order of flows executed?
Flow Trigger Explorer
*** TESTING | DISTRIBUTION | MONITORING *** What distribution option is recommended if the flow will be used occasionally
Flow action
*** TESTING | DISTRIBUTION | MONITORING *** Who are the only types of users that can run inactive flows?
Flow admins - users with the Manage Flows permission
*** TOOLS & BEST PRACTICES *** What platform feature actually executes the low-level work in an orchestration and how is it related to the orchestration itself?
Flows Flows are related to each Step of a particular Stage
*** TOOLS & BEST PRACTICES *** Describe how Flows are related to Flow Orchestration
Flows are required to be specified in order to run an Orchestration
*** TOOLS & BEST PRACTICES *** State when to use global variables when configuring a strategy and why
For recommendations that are intended to be surfaced on a home page, use global variables such as $User.Id when you create the strategy Use global variables because the home page isn't a record page and isn't associated with objects, like Case, Account, or Product
*** INTEGRATION *** What do local action use to pass messages to the browser?
Force Events
*** AUTOMATION BASICS *** What flow type should be used when a record is created or updated; e.g., when an account is created OR the account priority field is changed?
Record-Triggered
*** INTEGRATION *** Define the IDX Workbench Desktop Application
IDX Workbench is a desktop application that enables you to migrate OmniStudio DataPacks and Salesforce metadata
*** TOOLS & BEST PRACTICES *** Under what scenario should a variable be 'available for input'?
If whatever starts the flow should be able to set the value of a variable E.g., if a flow is distributed on the the Account record page, you can pass in the Account id into the flow by using input variables
*** TOOLS & BEST PRACTICES *** What is an example business scenario where a strategy would address the need?
If you want to offer a discount to a subset of customers, create a strategy that collects the appropriate customer records and identifies the discount option to present
*** AUTOMATION BASICS *** When do record-triggered flows that run asynchronously run?
Immediately after the record update that triggered the flow is complete
*** TESTING | DISTRIBUTION | MONITORING *** An admin has attempted to configure Einstein Next Best Action but users report that the recommendation is not displaying as expected. What might be the root cause of the issue?
In the Recommendation setup, the flow specified in the Action field is inactive
*** TOOLS & BEST PRACTICES *** What happens if an admin installs a package that contains platform events package into a Professional or Group edition org?
Installation fails because platform events aren't supported in Professional and Group Edition orgs
*** AUTOMATION BASICS *** What flow type should be used when a record is created?
Record-Triggered
*** AUTOMATION BASICS *** What flow type should be used when a record is updated?
Record-Triggered
*** AUTOMATION BASICS *** What flow type should be used when a record is deleted?
Record-triggered
*** TESTING | DISTRIBUTION | MONITORING *** What distribution option is recommended if the flow should be available to external users?
Lightning community page
*** TESTING | DISTRIBUTION | MONITORING *** What distribution option is recommended if the flow will be used every time someone accesses a page?
Lightning page
*** TESTING | DISTRIBUTION | MONITORING *** What distribution options are recommended if the flow needs the context of a record?
Lightning record page or flow action
*** TOOLS & BEST PRACTICES *** State an alternate method to loading and filtering recommendations records in Strategy Builder
Load and filter the records of any object, and convert them into recommendations at the end of the strategy using the Map element
*** TOOLS & BEST PRACTICES *** State how to add values stored in a record collection variable to a collection variable
Loop through the record collection variable; within the loop, add one of the loop variable's stored field values to a collection variable by using an Assignment element
*** TOOLS & BEST PRACTICES *** How do you define which recommendations are displayed when using Strategy Builder?
Make sure they are not filtered out when they reach the Output component
*** TESTING | DISTRIBUTION | MONITORING *** What permission is required to open failed flow interviews in Flow Builder?
Manage Flows
*** AUTOMATION BASICS *** Describe menu-based bots and state an advantage they provide
Menu-based bots allow users to select a path based on a menu of options within the chat These bots are easy to set up, deliver high value on low-level tasks such as password resets, and help you deliver a curated experience to the customer
*** AUTOMATION BASICS *** Provide a definition for recommendations and state how they interact w/ Strategies and Flows
Recommendations are standard Salesforce records, similar to accounts and contacts, that are processed by strategies and associated with flows
*** TOOLS & BEST PRACTICES *** What is recommended for customers already using OmniStudio for Vlocity?
Migration to OmniStudio on the Salesforce Platform
*** TOOLS & BEST PRACTICES *** State the AI technology that supports Einstein Bots
NLU (Natural language understanding)
*** TESTING | DISTRIBUTION | MONITORING *** How many records are processed when a schedule-triggered flow is debugged?
Only one
*** INTEGRATION *** What does the OData 2.0 or 4.0 Adapter use to access data in external data sources?
Open Data Protocol Version 2.0 or Version 4.0
*** AUTOMATION BASICS *** State a benefit of fast field updates
Optimal performance because it's limited to updating the triggering record
*** TOOLS & BEST PRACTICES *** What should an architect consider anytime multi user or multistep is part of the use case?
Orchestrator
*** TOOLS & BEST PRACTICES *** What solution should an architect consider first when the business needs to combine multiple flows requiring input from multiple users?
Orchestrator
*** TOOLS & BEST PRACTICES *** What object should an admin configure a custom report type off of if the objective is to report on strategy level data?
Recommendation Strategy Metrics primary object
*** TOOLS & BEST PRACTICES *** What type of AI is frequently employed by eComm websites?
Recommendations
*** TOOLS & BEST PRACTICES *** What option does a displayed recommendation present to users?
Recommendations are displayed to users with the option to accept or reject the recommended action
*** INTEGRATION *** Describe how External Objects can be consumed by Flow integrations
Reference data stored outside SF using external objects Then, once the exteranal system has been mapped to the external objects, use flow data elements to get, create, or update data in the external system
*** INTEGRATION *** Describe the relationship between Salesforce Connect and adapters
Salesforce Connect uses a protocol-specific adapter to connect to an external system and access its data
*** INTEGRATION *** Describe how Salesforce Connect works with external objects
Salesforce Connect uses external objects to access external data in real time
*** INTEGRATION *** What happens when an admin enables MuleSoft services for MuleSoft Composer?
Salesforce automatically creates an Anypoint Platform org and account for their Salesforce org
*** AUTOMATION BASICS *** What flow type should be used at a specified time and frequency; e.g., midnight every Saturday?
Schedule-Triggered
*** AUTOMATION BASICS *** Describe how scheduled paths could be used
Scheduling reminders or follow-ups based on dates in the record that triggered the flow, such as Close Date
*** AUTOMATION BASICS *** What flow type should be used when a user clicks a button on a form?
Screen
*** TOOLS & BEST PRACTICES *** What flow type should be used when a user clicks a quick action button?
Screen
*** AUTOMATION BASICS *** What is an interaction that presents info and asks your users questions, typically via forms?
Screen flow
*** TOOLS & BEST PRACTICES *** State how to reduce the number of items in a collection variable
Select Set the maximum number of items and enter the maximum number of items in the field that appears
*** AUTOMATION BASICS *** Define Send Time Optimization and the business benefit
Send Time Optimization helps predicts the best time to send a communication for the highest response rate, specific to each person
*** TOOLS & BEST PRACTICES *** What is an important consideration WRT preparing / collating historical data for AI
Some companies may need to consolidate data spread across many disparate systems, requiring integrations to get all the data into one place; it can be a real challenge, but it's absolutely necessary
*** AUTOMATION BASICS *** Describe how strategies control recommendations
Strategies determine which recommendation records are surfaced using business rules, predictive models, and other data sources
*** TOOLS & BEST PRACTICES *** What component should be used to display recommendations on Experience Cloud sites?
Suggested Actions component; this component can run only strategies created in Strategy Builder
*** TOOLS & BEST PRACTICES *** State the primary capability of the Process.Plugin interface
Supports customizing how the class appears in the palette
*** AUTOMATION BASICS *** T/F: Next Best Action is capable of launching a flow when the user REJECTS a recommendation (as well as when the recommendation is accepted)
TRUE
*** AUTOMATION BASICS *** T/F: One benefit of automation is that it can improve data quality and consistency
TRUE
*** AUTOMATION BASICS *** T/F: To reference each collection item in elements along the loop path, use the loop variable.
TRUE
*** AUTOMATION BASICS *** T/F: You can activate or deactivate a flow from the Details pane.
TRUE
*** INTEGRATION *** T/F: Document generation is a native feature of OmniStudio
TRUE
*** INTEGRATION *** T/F: Record change processes are NOT supported for external objects
TRUE
*** INTEGRATION *** T/F: You can embed OmniStudio FlexCards within Flow components
TRUE
*** TESTING | DISTRIBUTION | MONITORING *** T/F: Actions can only call screen flows
TRUE
*** TESTING | DISTRIBUTION | MONITORING *** T/F: Flow tests don't support flows that run when a record is deleted
TRUE
*** TOOLS & BEST PRACTICES *** T/F: An effective way to visualize complex automation processes is to create a mapping diagram.
TRUE
*** TOOLS & BEST PRACTICES *** T/F: Being able to show team members where handoffs occur is a benefit of Orchestrator
TRUE
*** TOOLS & BEST PRACTICES *** T/F: Best practice is to delete a flow interview if you paused it and don't plan to resume it
TRUE
*** TOOLS & BEST PRACTICES *** T/F: Flow Orchestration is an add-on to Service and CRM
TRUE
*** TOOLS & BEST PRACTICES *** T/F: It is most efficient to keep data elements outside of a flow loop
TRUE
*** TOOLS & BEST PRACTICES *** T/F: It's necessary to list every step of the process you're planning to automate using Flow Orchestration
TRUE
*** TOOLS & BEST PRACTICES *** T/F: Only one method in a class can have the InvocableMethod annotation
TRUE
*** TOOLS & BEST PRACTICES *** T/F: The subflow element can reference screen flows and autolaunched flows
TRUE
*** TOOLS & BEST PRACTICES *** T/F: Triggers can't reference Invocable methods
TRUE
*** TOOLS & BEST PRACTICES *** T/F: You can set read and create permissions for platform events
TRUE
*** TOOLS & BEST PRACTICES *** T/F: If your screen flow first creates a contact and then displays a confirmation screen, then updates the contact in an external system, it will work as intended
TRUE; Creating the contact and updating the contact in the external system are separate transactions in the flow By using a separate transaction to access external data, the flow works as intended
*** TOOLS & BEST PRACTICES *** T/F: Flow Orchestration is capable of executing selected Steps in parallel
TRUE; Steps (grouped in Stages) can be run sequentially or concurrently
*** AUTOMATION BASICS *** T/F: Flows are required to surface a recommendation
TRUE; all Recommendation objects reference a flow If you don't have any flows, you can't surface a recommendation
*** INTEGRATION *** Provide a definition for the OmniStudio Developer Experience Layer
The Developer Experience layer is an application lifecycle layer of tools for developers to manage and move OmniStudio component changes between environments
*** INTEGRATION *** Describe the OmniStudio Expression Engine
The Expression Engine is an APEX-based formula builder used across multiple areas in OmniStudio, including OmniScripts, DataRaptors, and Integration Procedures
*** INTEGRATION *** Describe the OmniStudio Tracking Service
The OmniStudio Tracking Service is an event-tracking service that captures details of actions that users perform.; use the service to track any type of event
*** TESTING | DISTRIBUTION | MONITORING *** Where can an admin see a roster of Orchestrations which have been run
The Orchestration Runs list view will give you a consolidated view of every orchestration that's ever been run in the org
*** TESTING | DISTRIBUTION | MONITORING *** Where can the admin navigate to in order to reassign work items?
The Orchestration Work Items list view
*** INTEGRATION *** How is the Orchestrator Work Guide used?
The Orchestrator Work Guide is a screen component that can be added to a page via App Builder When an interactive step generates a work item for a user, it sends an email with a link to the specified record page to all assigned users The assigned user receives email notification for the work and completes the work in the Orchestrator Work Guide on the specified record page
*** INTEGRATION *** Provide a definition for the OmniStudio Service Management Layer
The Service Management layer includes data services that read, write, transform, calculate, and track data within and outside of Salesforce
*** TOOLS & BEST PRACTICES *** What should an admin configure before creating recommendations?
The action flow that runs when a user accepts the recommendation
*** TESTING | DISTRIBUTION | MONITORING *** What language does the flow interview error email get generated in?
The default language of the user who ran the flow
*** TESTING | DISTRIBUTION | MONITORING *** What is missing from the flow error email and how can you workaround this limitation?
The email doesn't specify the values of $Flow.ActiveStages and $Flow.CurrentStage at the start of an interview To confirm what the initial values are, add temporary elements to display the initial values, such as in a screen display text field
*** TESTING | DISTRIBUTION | MONITORING *** What happens if a flow interview encounters an error and takes a fault path?
The flow executes the elements in the fault path instead of sending a fault email
*** TOOLS & BEST PRACTICES *** Where are flows referenced when Recommendations are setup?
The flow is referenced in the 'Action' field of the Recommendation setup screen
*** AUTOMATION BASICS *** If a Flow is added to a Lightning page, what happens upon load?
The flow runs its first screen (and will always do this every time the page loads)
*** TESTING | DISTRIBUTION | MONITORING *** What happened in the flow if you see multiple Entered flow ReferencedFlowName version ReferencedFlowVersion messages with no Exited ReferencedFlowName version ReferencedFlowVersion messages in between them and how can this be rectified?
The flow user navigated backwards To prevent this scenario, adjust the navigation options in the first screen of the referenced flow so that the user can't click Previous
*** TOOLS & BEST PRACTICES *** What is a consideration of manually converted workflow rules with unsupported use cases in entry criteria
The flow will always run and check on the decision after entering > this method can impact performance or prevent time-based workflow triggers from migrating
*** TESTING | DISTRIBUTION | MONITORING *** An admin assigned a user an interactive step in a Flow Orchestration but the user reports they are unable to complete the step; state a possible root cause
The user does not have access to the related record
*** TOOLS & BEST PRACTICES *** How can an admin specify when a stage starts / finishes?
They can configure the conditions that must be met for the stage to be considered complete
*** INTEGRATION *** Describe how a developer could approach a simple migration (deployment) in OmniStudio
They can export and import the component as a Datapack, a collection of OmniStudio components packaged together for exporting and importing purposes
*** INTEGRATION *** Describe how an OmniStudio developer could approach larger or more complex migrations
They can use either IDX Build Tool or IDX Workbench
*** TOOLS & BEST PRACTICES *** Why are bot subprocesses important in the bot implementation process?
They effectively become dialogs after they are implemented in the bot Dialogs are conversation snippets that control what a bot can do
*** AUTOMATION BASICS *** How would you use a record triggered flow?
Updating records and sending notifications
*** TOOLS & BEST PRACTICES *** How can a developer add Next Best Action to a VF page?
Use Lightning Out to add the lightning:nextBestAction component
*** AUTOMATION BASICS *** State how you would manually convert workflow rules that use the does not contain operator
Use custom condition logic. For example, create a condition that uses the Contains operator in the first condition, and in the condition logic, enter NOT 1.
*** INTEGRATION *** Describe how Apex can be used in Flow integrations
Use the @InvocableMethod annotation in Apex classes to make code available in Flow Builder
*** TOOLS & BEST PRACTICES *** State how workflow rules that use Email Alerts and Outbound Messages can be converted to Flows
Use the Action element in the flow
*** TOOLS & BEST PRACTICES *** An admin wishes to show users flows and quick actions in addition to recommendations; what configuration approach should they take?
Use the Actions & Recommendations component on the desired Lightning record page An Actions & Recommendations deployment can be created that specifies action strategies and how the recommendations to are intended to appear
*** TOOLS & BEST PRACTICES *** State how workflow rules that use tasks can be converted to Flows
Use the Create Records option and create a record of the Task object
*** AUTOMATION BASICS *** How would you replicate relative date values, such as TODAY or NEXT WEEK in a Flow?
Use the Decision element
*** TOOLS & BEST PRACTICES *** State how you would manually convert workflow rules with unsupported use cases in entry criteria
Use the Decision element 1. Create a Decision element inside the Flow as the first step 2. Recreate the workflow rule steps with the condition builder
*** TESTING | DISTRIBUTION | MONITORING *** State how an admin can debug the flow and observe execution in real time
Use the debug option in Flow Builder
*** TOOLS & BEST PRACTICES *** State a best practice for outcomes in Decision elements
Use the default outcome as the last answer to your decision's question. For example, if the possible outcomes are Yes and No, configure conditions for the Yes outcome, and relabel the default outcome to No. If the answer isn't Yes, it's No
*** TOOLS & BEST PRACTICES *** State how an admin can troubleshoot a failed flow interview
Use the fault flow email
*** TOOLS & BEST PRACTICES *** To what can an Interactive Step in an Orchestration be assigned?
User, public group, or queue
*** TESTING | DISTRIBUTION | MONITORING *** What distribution option is recommended if the flow should be available from every page
Utility bar
*** TESTING | DISTRIBUTION | MONITORING *** What is the best way to ensure a flow can be accessed by multiple pages within an app?
Utility bar
*** AUTOMATION BASICS *** State a benefit of scheduled paths
Waits a specified amount of time between the trigger firing and the automation running
*** TOOLS & BEST PRACTICES *** State a use cause for pausing a flow interview
When a call with a customer drops or the customer can't find their account number and plans to call you back
*** TOOLS & BEST PRACTICES *** State a consideration with flow component loading (page rendering)
When a page with a flow component loads, such as Lightning App Builder or an active Lightning page, the flow runs after the page loads. Make sure the flow doesn't perform any actions such as creating or deleting records before the first screen.
*** INTEGRATION *** When does a Platform Event-triggered flow run?
When a particular platform event message is received
*** AUTOMATION BASICS *** When does a record-triggered flow run?
When a record is created, updated, or deleted
*** AUTOMATION BASICS *** Provide an example of an autolaunched flow
When a user clicks a Complete Sale button after closing an opportunity, the flow starts background automations, such as updating records and emailing stakeholders.
*** TOOLS & BEST PRACTICES *** State an example of a screen flow launched w/ a quick action button
When an employee clicks 'Request PTO' on their employee record and the flow opens a form to complete the request
*** TOOLS & BEST PRACTICES *** Why should admins design and debug orchestrations in a sandbox before deploying to production (i.e., how do orchestrations behave upon failure vs. flows)?
When an orchestration fails, it doesn't necessarily roll back record additions, changes, or deletions that were made before the orchestration failed
*** INTEGRATION *** Where / when are Salesforce Connect adapters specified in the setup & configuration?
When you define an external data source in your organization, you specify the adapter in the Type field
*** INTEGRATION *** What should be done when using external callouts with Local Actions?
Whitelist the domains (configure a CSP Trusted Site)