Practice Exam Questions

When creating a Custom Report type, which are valid relationship options to choose between objects A and B?

- "A" records may or may not have related "B" records - Each "A" record must have at least one related "B" record

Customers are requesting custom-colored containers, which are not currently part of the standard inventory. Management has decided to add custom coloring as an add-on item in salesforce. Which action should the admin take to allow sales users to add custom coloring to the total Opportunity sale?

- Add a new field on the Opportunity labeled Custom Coloring **The answer is relatively simple. Let us understand the question thoroughly. Here, the org is selling containers and the customer is asking for custom color i.e. Org is selling blue color standard containers while the customer wants custom or different color container. And this kind of color choice-related option is not part of the standard field of Opportunity object. So when customer place an order where should we track which kind of color they want for their container. That is the core and ask of the issue. To resolve the challenge we can create a custom field in Opportunity object where we can track the choice of custom color and to keep simplicity we can keep that by default as Blue but when there is a specific custom choice is shown by customer sales rep can make the change in this custom field. Hence, "Add a new field on the Opportunity labeled Custom Coloring" would be a perfect choice. The options below are incorrect: - "Add Custom Coloring as a new Product in a Pricebook" is incorrect because only a specific field/attribute/characteristic/feature of a product is changed/customized. The entire product is not getting added. - "Add Custom Coloring as a new Product in an Order" is not a very convincing alternate as it's not a new product that we need to add. It's just a specific field/attribute/characteristic/feature of a product that is changed/customized. "Color of a container" - "Make a new custom object related to Opportunities for Custom Coloring" is incorrect because if we create a new custom object then we will need to link that with Opportunity and that will become an unnecessarily lengthy process while we can solve the difficulty by just adding a new custom field

Sales executives at a company often schedules virtual and remote meetings at customer offices. Management wants to track activities for this meeting category to clearly display customer office meetings in the Account, Contact, or Opportunity page layouts, as well as adding this data to reports. What should the admin do?

- Add a new value to the Type field on Tasks used for Accounts, Contacts, and Opportunities **Activities are made up of Tasks and Events. If you use salesforce activity and task management tools it will help you and your sales team to organize and manage your day in an effective manner, also helps to prepare for any meetings, and help to identify which task is on the highest priority right now. NEW TASK: - For example, you want to add a task for any activity like some reminder that says we need to call this person and want to assign it to a specific person. NEW EVENT: - For scheduling something, Meeting, for example, you need to keep some meeting at someplace and you want to add invitees Events that show up on your calendar have a specific time associated with them. The task does not have a specific time but they have a date. Hence, "Add a new value to the Type field on Tasks used for Accounts, Contacts, and Opportunities" will be the correct option

What are some valid options when customizing a report?

- Add filter - Summarize fields - Add a grouping **Scheduling a refresh and adding a gauge component are customization options available to you when you are working with a dashboard, not a report**

An admin has been asked to give all users in the Marketing User profile the View All permission for Campaigns.

- Assign all users to a custom profile - Assign permission set to all users **In this scenario, as an admin, we need to provide View All permission to all the users who reside under the Marketing User profile. There can be two ways to this. Either we can create a permission set and then assign it to all users who have associated with the marketing profile or create a new custom profile and assign it to all existing users. (While creating of a new custom profile we can copy the existing marketing profile) The below options are incorrect: - "Modify the marketing User profile" is incorrect because we can not modify view all permission to the standard profile. If you want to verify kindly route to Setup>Profile>choose marketing user profile>choose campaign> click edit> Observe that you will not be able to click/check "View All" permission - "Enable the Marketing User check Box" is incorrect because enabling the checkbox will give permission as a marketing user and not assign "View All" permission for campaign records.

What is considered Activities Management for Salesforce?

- Calls you log - Events - Emails sent from Salesforce - Tasks (app installations is not considered one) **an event, a task, a call you logged, or an email you sent are displayed in either the open activities or activity history related list for records. You can relate an activity to other records, such as an account, a lead, an opportunity, or a case. In an org with shared activities enabled, you can relate an activity to multiple contacts. Task s can also be generated by workflow rules and approval processes configured by a salesforce admin**

Which dashboard component can display data from the summary rows of reports?

- Chart - Table **Dashboard components can be charts, tables, gauges, metrics, or other components that you can create with VisualForce. However, the summary rows of a custom report can be viewed by chart and table components only. EXTRA INFORMATION: 1. Tabular Reports - the most simply type of salesforce report. They show your data in rows and are most effective when your goal is to export it. Tabular reports shouldn't be used when you want to manipulate data in any way like present totals, calculations, or groups of data. The report data can be shown in a column form using Table. 2. Matrix Reports - a step more complicated than Tabular reports where they can show data in rows and columns. They can be used to see different totals from your data and are effective when your goal is to display a huge amount of complex data. This is used for displaying a single key-value pair. It is possible to click the empty text field next to the grand total and enter the metric label directly on the components. 3. Summary Reports - the most commonly used reports and are designed to show groups of data. With summary reports, you can group data by different accounts and then do calculations to see totals, maximum, minimums, and averages. These reports allow you to easily see which accounts are bringing in the most revenue and which products or services they're purchasing the most. 4. Joined Reports - gives you the ability to create two separate reports and compare their individual data. It's not as commonly used, but can be effective when trying to learn distinct differences between accounts.

You find yourself needing to delete a thousand Lead records that were imported in error. Which data management solution could you utilize to accomplish this?

- Data Loader - Mass Delete Leads Link **The data loader can be used to mass delete records in salesforce. Although the data import wizard is able to work with lead records, it can only be used to add, update, or upsert (add and update at the same time) records and cannot be used for deletion purposes. You can mass delete records via a list view, but this requires a custom javascript button and all of the records in the list view have to be of the same record type - this isnt supported in lighting experience, either, so deleting via list views is not the best option, although, there is technically a more involved way to accomplish this. One final option is that there is a mass delete leads link available to you from the leads home page, when you click the leads tab. Thats probably the easiest way to mass delete records

When you use outlook integration and sync, or email to salesforce to sync items, or add emails from your email app to salesforce, any items that these features cant automatically assign to salesforce records appear in My Unresolved Items. Which of the follow types of items will appear in the My Unresolved Items list?

- Events - Contacts - Emails - Tasks

You are tasked with mass updating 200 lead records to change the Lead Source value on them. How can you perform these changes to all 200 records all at once? (select 2)

- Export the Lead Records, update the Lead Source and then import the records back into salesforce using the Data Loader - Create a List View and set it to display 200 records at a time and then update all 200 lead records via inline editing from the list view to make the update **Workflow Rules and Processes could theoretically accomplish this, but you would have to perform some sort of edit on one record at a time in order for the Lead Source field to update on each. You could add a checkbox field on the Lead object called Update and mass-check that checkbox on the 200 records and then have the workflow or process fire based on that checkbox firing, followed by the action of the field update for the Lead Source, but that is more involved than just exporting using the Data Loader and then reimporting the update. The easiest way is via the List View option, as long as all of the Lead records have the same record type (you can't do mass inline editing from a list view if the records in the list view are of different record types).**

You are tasked with mass updating 200 lead records to change the Lead Source value on them. How can you perform these changes to all 200 records all at once? (select 2)

- Export the Lead records, update the Lead source and then import the records back into salesforce using the data loader - Create a List View and set it to display 200 records at a time and then update all 200 Lead records via inline editing from the list view to make the update **Workflow Rules and Processes could theoretically accomplish this, but you would have to perform some sort of edit on one record at a time in order for the Lead Source field to update on each. You could add a checkbox field on the Lead object called Update and mass-check that checkbox on the 200 records and then have the workflow or process fire based on that checkbox firing, followed by the action of the field update for the Lead Source, but that is more involved than just exporting using the Data Loader and then reimporting the update. The easiest way is via the List View option, as long as all of the Lead records have the same record type (you can't do mass inline editing from a list view if the records in the list view are of different record types).**

Which of the following functions can be performed in Chatter?

- Follow an Account record - Follow a User - at' mention a User

What is the maximum number of objects that can be added to a custom report type?

- Four as long as the objects have associations

What functionality is available when utilizing the Data Export feature under Data Management in the Setup menu? (select 3)

- Include all data - Schedule a recurring export monthly - Schedule a recurring export weekly **You can schedule a weekly or monthly export from the Data Export feature, but you cannot schedule a daily export. You can also select to export all data from the Data Export feature.**

A company has created a new lightning record page for the Sales team to display a report chart embedded on the Account page. There are no Record Types for Account at this time. Which step should the admin take to make this page the default view of the company app for the sales team without impacting the support team?

- Make the page the default object record page for the company app for the sales profile **The core requirement of this scenario is we need to show a new lightning record page for the sales team. In order to make any page default for a specific profile, there are two methods. Either navigate to trailhead Setup>>Profile>>Pick a profile (Sales team profile>> object settings>> Accounts So, whenever any user of the sales profile try to view a record of that object a default page will be shown. Hence, "Make the page the default object record page for the company app for the sales profile" will be the correct choice

Your support group has recently taken on support of another region. This new region requires support reps to capture new and different information on cases, and this new region's cases will require additional case status designations within the lifespan of their cases. What things will need to be created in salesforce to accommodate this new territory?

- New Case Record Type - New Custom Fields - New Case Page Layout - New Support Process **Multiple support processes allow for different Case Status selections. In addition to needing to add a new Support Process, you would also need to create another Case Record Type and Page layout to fulfill the requirements. Since the question also mentioned that new information would also be captured, this means that new Custom Fields will also need to be created**

The Company you work for has recently acquired another company. With this acquisition, your Salesforce instance now not only needs to support the sales of Products, but you must also incorporate the sales of Consulting Services. The Consulting Services opportunities will require different Stages than those that are on product opportunities. What must be created in Salesforce to accommodate these changes? (select 2)

- New Opportunity Record Type - New Sales Process **It is the Sales Process that determines which stages display on an opportunity. These are specified by record type on the opportunity, so therefore, you would need to create a new Sales Process and Opportunity Record Type to accommodate this requirement.**

A company has recently acquired another company. With this acquisition, your salesforce instance now not only needs to support the sales of products, but you must also incorporate the sales of consulting services. The consulting services opportunities will require different stages than those that are on product opportunities. What must be created in salesforce to accommodate these changes?

- New Opportunity Record Type - New Sales Process **It is the sales process that determines which stages display on an opportunity. These are specified by record type on the opportunity, so therefore, you would need to create a new sales process and opportunity record type to accommodate this requirement**

A new custom object called Manufacturers has been created for a company. Where should a admin adjust how the object appears when it is found in the global search?

- Object Manager, Manufacturers, and Search Layouts **In this scenario, the main ask is how the object will appear when it is found in the global search. That set up we can do via Object Manager>Object>Edit>Search Layout Over here we need to set up the layout of an object like default layouts The below options are incorrect: - "Global Search, Manufacturers, and Global Search Layouts" is incorrect because there is nothing like a global search in setup - "Global Search, Manufacturers, and Search Layouts" is incorrect because there is nothing like a global search in setup

When mapping fields for the Lead conversion process, which other objects can you map fields to in Salesforce?

- Opportunity - Contact - Account **When you click the Map Lead Fields button from the Lead Custom Fields and Relationships section on the Lead Fields page, you are able to map custom lead fields to custom fields on the Account, Contact, and Opportunity objects**

Which two settings can a admin enable in the User Interface Setup? Choose 2 answers

- Printable list views - Related list hover links **The below options are incorrect: - "Customizable recent tags" is incorrect because there is no such option under the user interface. - "Chatter Messenger for specific users" is incorrect because it is done via user settings

Which statements are true regarding Public Groups?

- Public Groups can be specified when creating a Sharing Rule - Public Groups can be selected to manually share a record with **A chatter group and a public group are two different things in salesforce. Not all users can create public groups**

When creating a new Sharing Rule, which of the following are valid selections you can make when you select the users to share with?

- Roles - Public Groups - Roles and Subordinates **once you get to the point in the process of selecting the users to share with during the Sharing Rule creation process, you will see 3 options in the Share with dropdown - Public Groups, Roles, and Roles and Subordinates. You can't create Sharing Rules to share with a Queue or individual users.

What functionality is available when utilizing the Data Export feature under Data Management in the Setup Menu?

- Scheduling a recurring export weekly - Scheduling a recurring export monthly - Include all data

Which of the following are valid ways to make a field Read-Only? (select 2)

- Set the field to Read-Only in the field level security (FLS) settings - Set the field to Read-Only in the page layout **You can edit a page layout and specify a field as Read-Only, or set the Field Level Security for the field to Read-Only. You actually can also create a Visualforce page that renders as a PDF and display Salesforce format as a Read-Only PDF, but this would make all fields on the page Read-Only, so that's taking things too far. There's no such field type as Read Only when creating a new field.**

An admin is configuring password requirements for the company's users. Which three actions are Admin able to configure?

- Set the length of time before passwords expire. - Set password complexity requirements. - Set maximum invalid login attempts.

A company wants to under stand all of the configuration changes that have been made over the last six months. Which tool should an admin use to gather this info OR how can a admin discover who added a field to the account page layout?

- Setup Audit Trail OR Download Setup Audit Trail **The Audit Trail helps you track the recent Setup changes that you and other admins have made to your org. This is especially useful in org with multiple admin. It records all modifications concerning the admin, customization, security, sharing, data management, development, and more of your salesforce org. The setup Audit Trail history shows you the 20 most recent Setup changes made to your org The below options are incorrect: - "Debug Log" is incorrect because Debug logs are system-generated logs that are sent to your Dashboard along with every new conversation. - "Custom Report Type" is incorrect because it is entirely irrelevant. The custom report type is a kind of report and not logs. - "Network Access Settings" is incorrect because it is not a log

The service manager has requested that your name as the admin no longer appear as the user that is performing case automation updates to Case records, such as from changes that were triggered by Assignment Rules and Escalation Rules. They would like for the User of record for those changes be attributed to a generic system user account. Where would you change the Automated Case user field to fulfil this request?

- Support Settings **The Support Settings screen is used to specify the defaults and email templates used by the automated support features. One such designation you can set there is that of Automated Case User. The Automated Case User is the user listed in the Case History related list for automated case changes from - assignment rules - escalation rules - on-demand email to case - cases logged in the self-service portal

Which of the following are valid Dashboard Components?

- Table - Gauge - Funnel Chart - Visualforce Page **There are many different types of components that can be added to a Dashboard in Salesforce. These components include Horizontal Bar Chart, Vertical Bar Chart, Line Chart, Pie Chart, Donut Chart, Funnel Chart, Scatter Chart, Gauge, Metric, Table, Visualforce Page, and S-Control. A Custom Report type is not a valid dashboard component. A Reporting Snapshot is not a Dashboard Component**

What types of fields can be used as an External ID in Salesforce? (select 3)

- Text Field - Number Field - Email Field **External IDs are used to help integrate another system with Salesforce, and Email fields, Number Fields and Text Fields can be set with a designation of External ID.**

A company wants to assign a Lightning for outlook layout. Which two options can this company assign this layout to?

- User - Profile **A Lightning for Outlook layout can be assigned to Profile or User. In the Assign Users and Profiles section, select either Profiles or Users in the Search drop-down list. To understand this navigate to Trailhead - Setup - enter Outlook Configurations - New Outlook Configuration - Observe below the page ROLE is incorrect because the Role has nothing to do with a Lightning for Outlook layout assignment.**

The admin has created new users for 10 new employees at a company. Why are these users unable to access the Account object in Salesforce org?

- User's profile requires permission to the Account object **The user's profile must have permission to view that specific object. Setup - Profiles - choose the profile - Object Settings - Accounts The below options are incorrect: - "User's profile requires sharing rule for accounts" is incorrect because an account is a standard object and its access is controlled from the profile level. - "User's profile is low on the Role Hierarchy" is incorrect because Profile and role Hierarchy are two different things. The visibility of an object does not have a relation with the Role Hierarchy. - "Organization-wide defaults are set to private" is incorrect because keeping OWD private means the user will not be able to view anyone else records. Users will be able to view only their own records. However, the user's profile has more precedence and if that does not have read enabled then the user will not be able to view that specific record.

Which of the following statements are true regarding Record Types?

- Users can view records belonging to any record type; even those with a Record type that has not been assigned to them - Users are assigned a Default Record type for each object they have access to - Record Type assignments on a profile determine which record types a user can use when creating or editing a record **Users can view records assigned to any record type. As a result, a page layout is assigned to every record type on a user's profile. A record type assignment on a user's profile or permission set doesn't determine whether a user can view a record with that record type. The record type assignment simply specifies that the user can use that record type when creating or editing a record.**

Which of the following statements are true regarding record types?

- Users can view records belonging to any record type; even those with a record type that has not been assigned to them - Users are assigned a default record type for each object they have access to - Record type assignments on a profile determine which record types a user can use when creating or editing a record **There is a lot of confusion surrounding record type assignments, and what that actually controls or grants access to. Users can view records assigned to any record type. As a result, a page layout is assigned to every record type on a user's profile. A record type assignment on a user's profile or permission set doesn't determine whether a user can view a record with that record type. The record type assignment simply specifies that the user can use that record type when creating or editing a record**

Which of the following are valid ways in which a task can be created in salesforce?

- created from a workflow rule - created from an approval process - manual creation **an event, a task, a call you've logged, or an email you've sent are displayed in either the open activities or activity history related list for records. You can relate an activity to other records, such as an account, a lead, an opportunity, or a case. In an org with shared activities enabled, you can relate an activity to multiple contacts. Tasks can also be generated by workflow rules and approval processes configured by a salesforce admin**

When creating a lookup field that is not required, what are the three valid behavior options you can specify if the lookup record is deleted?

- dont allow deletion of the lookup record thats part of a lookup relationship - delete this record also - clear the value of this field **'reparenting' is an option for master-detail relationship, not lookups**

What 3 functions can be performed in Chatter?

- follow a user - @ mention a user - follow an account record **you cannot send tweets to twitter from chatter, however**

When mass-transferring accounts, what other related records are also transferred at the same time?

-open opportunities owned by the current account owner - open activities -cases - attachments **when transferring accounts, the associated items that are also transferred are contacts (on business accounts only), attachments, notes, open activities, open opportunities owned by the current account owner, and optionally, closed opportunities and open opportunities owned by other users. You may also optionally transfer open and closed cases that were owned by the account owner**

What is TRUE about dynamic dashboards?

1. A dynamic dashboard will refresh automatically several times a day (incorrect) 2. A dynamic dashboard will show data according to the user's security settings (correct) 3. A dynamic dashboard must always be manually refreshed (correct) 4. In dynamic dashboards, the source reports used can vary according to the user **Using dynamic dashboards, an admin can create a single dashboard instead of multiple dashboards, as each user will only see data they have access to based on their security and sharing settings. This can be configured by editing the dashboard properties and selecting View Dashboard as 'The dashboard viewer' You can't schedule refreshes for dynamic dashboards. They must be refreshed manually.**

A company has multiple different record types for Opportunities. Users are complaining that it is tedious having to select a record type each time they create an Opportunity. What should the admin recommend?

1. Admins can set the default record type at profile level (incorrect) 2. Users can set their default record type in Settings (correct) 3. No default record type can be chosen 4. Admins can set the default record type at role level **Although the Salesforce admin can set a default record type at profile level, if more than one record type is active, the default will simply be selected but the user will still see the record type selection screen. We can reduce the navigation by skipping the record type selection screen (less clicks=happier users). We can do this by advising users that they can set their default record type in Settings. Once they select their default record type, when creating a record they will no longer see the record type selection screen.**

In Lightning Experience, what are some of the filtering options available in group feeds?

1. All Updates (correct) 2. Read Posts (incorrect) 3. Unread Post (correct) 4. Post with Comments 5. Unanswered Questions (correct) **The filtering options in group feeds include: -All Updates -Unread Posts -All Questions -Unanswered Questions -Questions with No Best Answer -Questions with Best Answer

What are the five types of AppExchange solutions?

1. Apps, Bolt Solutions, Flow Solutions, Lightning Data, Components (correct) 2. Apps Industry Solutions, Flow Solutions, Lightning Data, Components 3. Apps, Community Solutions, Flow Solutions, Lightning Data, Components (incorrect) 4. Apps, Classic Solutions, Flow Solutions, Lightning Data, Components **There is no such thing as Industry Solutions or Community Solutions. Bolt Solutions are ready made community templates based on industry specific criteria**

A company has a custom Case assignment rule with multiple rule entries. A Case has been submitted that matches multiple rule entry criteria. How will Salesforce determine which user or queue to assign to Case to?

1. Case Assignment Rule Name 2. Rule Entries Order (correct) 3. Case Assignment Priority 4. Escalation Rule (incorrect) **When adding rule entry criteria you also set the order. 'Order' determines the order which the entry is processed, for example, 1 will be processed before 5. Salesforce will evaluate each entry in order until it finds a match. Once a match is found, it stops evaluating the rule entries and assigns the item. In our example, if our Case matched multiple entry criteria, the Case will be assigned to the queue or user in the first match If our Case matches Account Type EQUALS Customer and Account SLA EQUAL Gold, the Case will match Account Type EQUALS Customer (as it is number 1 in the order) and will be assigned to the Customer Cases queue**

A company would like to be able to link related Cases together. As the admin, what would you recommend?

1. Case Merge 2. Case Hierarchies (correct) 3. Lookup Field 4. Master-Detail Field (incorrect) **Case hierarchies can be used to link Cases together. A user can complete the "Parent Case" field on the child case to create a Case hierarchy and relationship between Cases**

A company often deals with complex Cases that involve contacting multiple Contacts at an Account. What feature of Salesforce could be used to support this and keep track of all Contacts involved with a Case?

1. Case Teams 2. Contact Teams 3. Contact Roles (correct) 4. Account Teams **Contact Roles enable you to define which Contacts are involved in a Case and what their roles are. This feature makes it easier to quickly identify who to contact and when**

Data loss can occur from which of the following?

1. Changing to a Number field from any other type of field (correct) 2. Changing from a Number field to a Text field (incorrect) 3. Changing from a checkbox to any other type of field (correct) 4. Changing from a Multi-select Picklist to any other type (correct)

Which of the following are standard Salesforce objects?

1. Contract (correct) 2. Quote (correct) 3. Pricebook (correct) 4. Ticket (incorrect)

A company is rapidly expanding, they are hiring many new sales team members. The existing team is having a hard time training up the new recruits on the Opportunity process. How can the admin support this?

1. Create a Path for the Opportunity sales process (correct) 2. Add a Kanban component to the Opportunity page 3. Add key fields and guidance for each stage in the sales process (correct) 4. Add a rich text component to the Lightning page, detailing the full sales process **There is no Kanban component for the Opportunity page layout: Kanban is used with list views. Although an admin could add a rich text component with details of the sales process, this wouldn't be a very practical or elegant solution. Path enables you to quickly and easily guide reps through a process, highlighting any important information.**

A company is rapidly expanding, they are hiring many sales team members. The existing team is having a hard time training up the new recruits on the Opportunity process. As an admin, how could you support?

1. Create a Path for the Opportunity sales process (correct) 2. Add a Kanban component to the Opportunity page 3. Add key fields and guidance for each stage in the sales process (correct) 4. Add a rich text component to the Lightning page, detailing the full sales process (incorrect) **There is no Kanban component for the Opportunity page layout: Kanban is used with list views. Although an admin could add rich text component with details of the sales process, this wouldn't be a very practical or elegant solution. The admin should create a Path for the Opportunity sales process and add key fields and guidance for each stage. Path enables you to quickly and easily guide reps through a process, highlighting any important information**

A company has two teams for selling products and services. Each team follows a different set of steps, and collects different information during the sale. What features in Salesforce will best support this situation?

1. Create a page layout and record type for each team 2. Create a sales process for each team 3. Create a sales process and a page layout for each team (incorrect) 4. Create a sales process, page layout, and record type for each team (correct) **1. A sales process should be defined with the relevant Opportunity stages selected 2. A page layout should be defined with the relevant fields included 3. A record type should be created and a sales process and page layout associated with it**

A company would like to be able to generate Quotes from Salesforce. Quotes should contain the Account Name, Amount and any discount. Quotes should also be able to emailed to customers from Salesforce. As the Salesforce admin, what would you suggest?

1. Create custom object called "Quotes" 2. Choose a tool from the AppExchange (incorrect) 3. Use the standard object "Quotes" (correct) 4. Use an Apex trigger to automatically generate a Quote from an Opportunity **A Salesforce admin can enable the native Quotes functionality in Salesforce Quotes can be generated from an Opportunity and it's related products. A Quote can be configured to display certain fields, including Account, Amount and Discount. Each Opportunity can have multiple associated Quotes, but only one can be synced with an Opportunity at any time. When a Quote and an Opportunity are synced, any change to line items in the quote syncs with Products on the Opportunity, and vice versa. Quotes can be generated as PDFs and emailed directly to customers from Salesforce**

A company has a custom picklist field for "Team" on the Opportunity object. They would like the same picklist field and picklist values to appear on Account, Contact and various custom objects as well. What feature of Salesforce could support this?

1. Custom Picklist Value Set (incorrect) 2. Global Picklist Value Set (correct) 3. Master Picklist Value Set 4. Universal Picklist Value Set **A global value set can be used to share and restrict values across objects and custom picklist fields. Any custom picklist using the global value set will be restricted to values listed in the global value set by default Create global value set, User global value set in custom picklist**

What tool is available to help you assess what Record-Triggered Flows there are for a particular object and in what order they fire?

1. Debug Tool 2. Schema Builder (incorrect) 3. Flow Visualizer 4. Flow Trigger Explorer (correct) **Flow Trigger allows an admin to see all Record-Triggered Flows for a specific object. You are able to sort by Object, action (Created, Updated, or Deleted), and see a list of Fast Field Updated (before triggered), Actions and Related Records (after triggered), and Asynchronous. Flow Trigger Explorer can be accessed via the Flows menu in Setup. It can also be accessed from within a Record-Triggered Flow**

A company is experiencing a large number of support tickets from Salesforce users. What feature could the admin leverage to enable easier troubleshooting?

1. Delegated Administration 2. Admins Can Log In As Any User (correct) 3. Modify All Data 4. Remote Access **This is located in Setup>>Security>>Login Access Policies. When this is enabled, the admin can log in as anyone without requesting permission**

A company, the Sales team often works in the field, visiting customers, using the Salesforce mobile app to stay up to date on Salesforce. Many of their customers live in remote areas with no internet connectivity. What features could the Salesforce admin enable to support the Sales team?

1. Enable caching in Salesforce for Android and IOS (correct) 2. Enable cookies in Salesforce for Android and IOS (incorrect) 3. Enable online create, edit, and delete in Salesforce for Android and IOS 4. Enable offline create, edit, and delete in Salesforce for Android and IOS **To allow viewing data while offline, the admin can select 'Enable caching in Salesforce for Android and IOS'. Often there is no need to do this, as this feature is automatically enable the first time someone in the org installs the Salesforce Mobile app. To allow updating records while offline, the admin can select 'Enable offline create, edit, and delete in Salesforce for Android and IOS'. This option won't be available if 'Enable caching in Salesforce for Android and IOS' is disabled.

Frequently, when customers call for product support, they do not have their product serial number to hand and have to call back. The company uses Screen Flows to ensure the customer support reps gather all required information. When a customer has to call back, the customer service team loses all the data they have gathered and have to restart the Screen Flow when the customer calls back. What would you recommend to improve the process?

1. Freeze Interview (incorrect) 2. Pause Interview (correct) 3. Stop Interview 4. Hold Interview **An admin can configure a flow so that it can be paused and resumed. Once enabled, the 'Pause' button will appear on every screen that has pause enabled**

Which of these features can be utilized on a page layout?

1. Make a field required (correct) 2. Make a field read-only (correct) 3. Rename the label of a field 4. Add conditional highlighting to a field

Which of these features can be utilized on a page layout?

1. Make a field required (correct) 2. Make a field read-only (correct) 3. Rename the label of a field (incorrect) 4. Add conditional highlighting to a field

A company generates Leads from various sources such as web-to-lead, inbound sales calls and telemarketing. Leads should follow a qualification process that is dependent on where the Lead originated. How can this be achieved in Salesforce?

1. Page Layouts (incorrect) 2. Record Types (correct) 3. Lead Processes (correct) 4. Lead Status Picklist Field (correct) 5. Custom Picklist Field (incorrect) **When different processes are required to manage types of Leads, we can create multiple Record Types and Lead Processes. A Record Type can have its own Lead Process. Lead Process values are determined by the Lead Status picklist field. A Lead Process can contain some or all of the values contained in the Lead Status field.**

What are some features of Campaigns in Salesforce?

1. Path can be used to visually track Campaign progress (correct) 2. All Salesforce users can create, edit, and delete Campaigns 3. Campaign Member Statuses can be customized per Campaign (correct) 4. The Send List Email feature can be used to send a message to selected Campaign Members (correct) 5. The Opportunity value will be added to the campaign statistics of all Campaigns related to the Opportunity (incorrect) **When using Campaign Influence, multiple Campaigns can be associated with an Opportunity but only one may be the 'Primary Campaign'. The Opportunity value will be added to the campaign statistics of the primary Campaign indicated in the Opportunity**

What are the standard values for forecast categories?

1. Pipeline, Best Case, Commit, Omitted, Closed (correct) 2. Pipeline, Best Case, Commit, Omitted, Won, Lost 3. Prospect, Best Case, Commit, Omitted, Closed (incorrect) 4. Pipeline, Best Case, Confirmed, Omitted, Closed **Admins can also choose to add a "Most Likely" category in Lightning Experience**

When creating users, which of the following does NOT need to be selected in order to save the record?

1. Profile 2. Role (correct) 3. Username 4. User License 5. Nickname (incorrect) **Although Role is marked as required on the user record, you do not need to select one in order to save. Profile, Username, Email, User license, Alias, Nickname and Last Name are all required to create and save a user record**

In addition to a score, what other information does Einstein Opportunity Scoring provide to assist sales users to close deals?

1. Similar Deals (incorrect) 2. Recommended Next Steps (incorrect) 3. Top Positives (correct) 4. Top Negatives (correct) **As well as providing a score, Einstein will indicate both positive and negative factors that contributed to the score. To view these factors, simply hover over the score. Positive examples: previous won opportunities with the related account, opportunity moving quickly through the stages, high numbers of activities on the related account, opportunity has an open quote Negative examples: previous lost opportunities with the related account, close date overdue or being pushed out, low numbers of activities on the related account, low success rate in the industry assigned to the related account

A company would like an admin to create a new field. The field should support formatting font e.g. Bold or Italic, inserting links and inserting images. What field type should be used?

1. Text 2. Text Area (Long) 3. Text Area (Formatted) 4. Text Area (Rich) **Text Area (Rich) fields support the formatting of text including... -Color -Formatting Font (Bold, Italic, Underline, Strikethrough) -Align Text (Left, Right, Center) -Insert Link -Insert Image

Managers would like to respond to approval requests via email. What is TRUE in this scenario?

1. The Administrator can enable 'Enable email approval response' in the individual Approval Process 2. The Administrator can enable 'Enable email approval response' in Process Automation Settings (correct) 3. Approvers can respond with Yes/Approve/Approved (correct) 4. Approvers can respond with No/Reject/Rejected (correct) 5. The Administrator can define custom approval terms (incorrect) **To allow users to respond to approval requests via email, the admin must enable 'Enable email approval' response in Process Automation Settings. This is not done in the individual approval process Approvers can say Yes/Approve/Approved or No/Reject/Rejected. Admins cannot set up custom approval terms

An admin has created a custom object that is the detail in a master-detail relationship with Account. What is TRUE about the OWD setting for the custom object?

1. The OWD will be Public Read/Write 2. The OWD will be Public Read Only 3. The OWD will be Controlled by Parent (correct) 4. The OWD can be changed 5. The OWD cannot be changed (correct)

A company has Trusted IP Ranges defined for extra security. A user is trying to login from outside the trusted IP ranges that have been defined. What will happen in this scenario?

1. The user will not be able to login (incorrect) 2. The user will be able to login with no additional verification 3. The user will receive a verification code that will then enable them to login (correct) 4. The user will need to contact the admin to grant them access to Salesforce **An admin can specify a list of Trusted IP addresses that applies to every user in the org via Network Access. If a user logs in from a trusted IP address they will not receive a login challenge. If users try to login from outside the trusted IP range, they will be sent an verification code. Once the code is entered, they can access Salesforce**

When an Opportunity is closed won, an Order record should automatically be created. As the admin, what solution should you recommend?

1. Tick 'Create Order' on the opportunity record 2. Create an Order record using Flow Builder (correct) 3. Create an Order record using Workflow Rules 4. Create an Order record using APEX (incorrect) **The admin should recommend using the 'Create Records' action in Flow Builder to create an Order record. The Flow can be triggered by Won=TRUE or Stage=Closed Won and the new Order can be automatically filled with information from the Opportunity that triggered the automation It would also be possible to do this with APEX, however, this would not be best practice as this requirement can be achieved declaratively using Flow Builder Workflow Rules have been retired as of the winter '23 release. There is no native 'Create Order' option on Opportunities

Validation rules are triggered when?

1. Upon opening a record 2. Upon editing a record 3. Upon saving a record (correct) 4. Upon editing a field **Validation rules verify that the data a user enters in a record meets the requirements (rules) you specify before they can save the record. If a record meets the requirements it will be saved. If it does not, an error message will be displayed**

Fields can be set to not-visible or read-only based on which of the following?

1. User License 2. Feature License 3. Role (incorrect) 4. Profile (correct) **This can be done by navigating to the field in 'Field & Relationships' and choosing 'Set Field-Level Security'**

What are the three access levels you can grant to Report and Dashboard folders?

1. Viewer Access (correct) 2. Private Access (incorrect) 3. Editor Access (correct) 4. Manager Access (correct) 5. Public Access (incorrect)

What is TRUE about Custom Report Types?

1. You can create Custom Report Types that can pull data from external systems 2. You can add up to four objects in one Custom Report Type (correct) 3. You can add fields from additional related objects (correct) 4. You can override standard reports with Custom Report Types (incorrect) **When creating a Custom Report Type, you choose 1 primary object and up to 3 child objects, so a Custom Report Type can have 4 objects in total. In addition to selecting up to 4 objects, you can add fields from other related objects. For example, my custom report has Accounts as the primary object and I can add fields from Account Owner, Parent Account and so on, without adding additional objects**

What is TRUE about converting a lookup relationship to a master-detail relationship?

1. You cannot convert a lookup relationship to a master-detail relationship if there are roll-up summaries on the master object 2. You can convert a lookup relationship to a master-detail relationship as long as the lookup field contains a value in all the records (correct) 3. You can convert a lookup relationship to a master-detail relationship even if the lookup field does not contain a value in all the records 4. Converting a lookup relationship to a master-detail relationship changes the org wide default to Controlled by Parent and the sharing model is updated to public read/write

When should you consider using the Data Import Wizard over the Data Loader?

1. You need to import more than 1,000,000 records 2. You require some deduplication (correct) 3. You need to import to custom objects only 4. You need field auto-mapping functionality (incorrect) **Both the Data Import Wizard and Data Loader support custom objects and field auto-mapping functionality. The Data Import Wizard can import up to 50,000 record, the Data Loader can import up to 5,000,000. You should consider using the Data Import Wizard over the Data Loader when you require some deduplication, as Data Loaders does not offer this functionality. Using the Data Import Wizard, you can choose to dedupe data by selecting matching criteria such as Email or ID

Which of the following is the appropriate definition of Permission Sets?

A collection of settings and permissions that give users access to various tools and functions. **Users can have only one profile, which is defined in the second answer, but can be assigned to multiple permission sets. It is best practice to create permission sets rather than creating new profiles, whenever possible.**

What is a Roll-up Summary field?

A field that aggregates child record information into the parent record **For example, if you implemented a Discount field at the Product level, you could roll that field value up to Opportunity level, giving you the total discount**

You have been asked to add a new field on the Case object that displays the number of days a case was open. What type of field would you create to accomplish this?

A formula field with a return type of Number

If the OWD setting on Accounts is set to Private, which records will an Account report return?

Accounts owned by the user and the users below them in the Role Hierarchy **The data displayed in a report is returned based on the security and access settings of the user that is running the report. Also note that you cannot uncheck the Grant Access Using Hierarchies checkbox on standard objects in OWD, such as Accounts**

You have been tasked with creating a new profile for a new team that has been created that focuses strictly on social media marketing. These users report that a custom app they used to have access to no longer appears in their list of applications. What do you need to adjust on the profile to get this application to display for this new profile assigned user?

Assigned Apps **You would need to make the app visible to the profile from the assigned apps section of the profile. The app permissions section of the profile control specific permissions related to standard apps in salesforce, such as call center, content knowledge management, etc. The object settings section on the profile controls the CRUD rights and record type designation for an object for a profile, but doesn't control app access and visibility. You can also grant access to an app via a permission set, but you do not access permission sets or assign them from with profiles**

Website visitors fill out a web-to-case to submit a new case. The manager requested that these cases be automatically assigned to one of three queues, based on the country in which the case submitter resides. What service and support feature can be used to fulfill this request?

Assignment Rules **Case assignment rules are used to automatically assign ownership of cases, based on criteria that can be set. Escalation rules can be used to change the owner to a different user or queue, based on time-based criteria. A workflow rule could be used, but isnt the ideal solution, because the owner of the case would initially be set, and then the case would have to be updated via the workflow rule and a field update to change the owner. You would also need 3 different workflow rules to accommodate this request, wheras with assignment rules you would only have one assignment rule and you can have multiple evaluation criteria**

A company have enabled Email-to-Case but would also like the customer to receive email confirmation that their query has been received when submitting via Email-to-Case. What feature will meet this requirement?

Auto-Response Rule **Can send an automatic reply to customers to let them know you received their email query**

Which user is listed in the Case History related list when automated case actions occur in salesforce, such as assignment rules, escalation rules, created via web-to-case, etc?

Automated Case User **the automated case user is the user who is listed in the case history for all automated case actions in salesforce**

A manager has requested a change be made to the owner of cases when assignment rules fail to locate an owner. What should you do to fulfill this request?

Change the default case owner in support settings **The default case owner, which is set in support settings, will be the default owner of a case when assignment rules fail to locate an owner**

You have previously created several formula fields on the case page layout, which you utilize for troubleshooting purposes as an admin. The support rep have mentioned they do not need to see these fields. What can you do to accommodate this request?

Clone the Case Page Layout and remove the Formula fields from view and then assign the new page layout to the Support Reps **The purpose of being able to assign different page layouts to users with different profiles is so that you can show or hide fields and sections, based on how different people are using salesforce. You will often want to have admin only type fields at your disposal when viewing records, but you won't want these records to display for end users. The best approach is to create an Admin page layout and assign that layout to yourself, while keeping other users assigned to more generalized page layouts geared towards their specific job functions**

The VP of Sales has requested that the ability to predict sales revenue and quantities from the opportunity pipeline be configured in Salesforce. Which Sales Cloud feature would you configure to fulfill this request? (Select 1)

Collaborative Forecasts **Customizable Forecasts are retired as of the Summer '20 release of Salesforce. Collaborative Forecasts are used to predict your sales revenue and quantities in your opportunity pipeline.**

Where can Salesforce Knowledge be accessed?

Communities

You may import existing information into salesforce knowledge by performing a few key steps, such as preparing articles for import, creating a csv file for article import, set the article import parameters, and finally you need to do what to complete the import?

Create a Article .zip file and upload it to Salesforce knowledge

You have been tasked with creating a complex report that contains data from four different objects that are not related to one another. This complex report needs to be able to display record level values for records that belong to each of these four object. What should you do?

Create a Joined Report and add a block for each of the four objects **Custom reports types contain objects that are related to one another. You can create a Joined report of un-related objects by adding additional blocks for each unrelated object**

What is an action that cannot be performed via a workflow rule?

Create a Record **The four available actions that can be performed from a workflow rule (either immediately, or time-based) are field update, outbound message, email alert and task creation. The create a record action type is available from the process builder, but not in a workflow rule**

You have been tasked with changing the Compact Layout for Campaign records. Which two steps must you do to accomplish this requirement?

Create a new Compact Layout on the Campaign object, and then change the Compact Layout Assignment to the new Compact Layout **Compact Layouts are set at the object level, via Object Manager > Compact Layouts. You will find by going to the Campaign object and selecting Compact Layouts that there's a System Default. You would need to click New to first create a new Compact Layout on Campaigns. You would then click Compact Layout Assignment to select your new Compact Layout.**

The VP has asked that a new change be made to the Case Closure process, specifically for Cases with a Tier 2 Record Type. Whenever these Tier 2 cases are closed, they would like to have a Confetti celebration appear on screen for the support rep who closed the case?

Create a path with a Confetti Celebration when Status equals Closed for Cases with a Record Type of Tier 2 and then add the Path Component to the Lightning Page **Paths can be enabled in your org and then be created at the object level. You can specify a path that is specific to a certain type. Paths are not added by default to the Case page layout, so you would need to add it to the page layout via the lightning app builder**

The VP of Sales at a company should be notified and approve every Opportunity with a discount greater than 30%. As the admin, what solution should you recommend?

Create an Approval Process with an entry criteria on the Discount% field on the Opportunity **An Approval Process should be created on the Opportunity object with entry criteria stating that the Discount% value must be greater than 30%**

The director of sales has asked for a change to the opportunity stages that are available to users. New opportunities are worked by junior sales reps, who should only be granted access to the first three stages on opportunity records. The new requirement calls for only senior sales reps to have access to the final two opportunity stages (4 and 5), as they are the ones tasked with closing the deals once an opportunity has completed the first three stages. How would you meet this requirement?

Create two separate Sales processes and two opportunity record types **You need to hide stage 4 and 5 from the junior sales reps, so a validation rule would not accomplish this. The junior sales reps couldn't save to stage 4 and 5, but they could still see them. Field level security only determines if a profile can see a field and if that field can be edited, but doesn't go down to the level of individual picklist values, or in this instance, stage values, specifically. Creating two different page layouts would not be enough, because the stage field would have to be on both page layouts and the junior sales reps would still have access to all stages. So, by creating two different sales processes, you can dictate which stages appear in an opportunity.

The sales manager asked you to create a report that returns only Accounts that have Opportunities. What type of Report would you use to accomplish this?

Cross Filter **use a cross filter on one object's relationship to another object**

You have been tasked with creating a report based on the relationships between a primary object and three other related objects. This type of report is not available with the standard reports that come automatically with salesforce. What do you create in order to accommodate this requirement?

Custom Report Type **A custom report type defines a set of records and fields available to a report based on the relationship between a primary object and its related objects. The standard reports that are available in salesforce are summary, matrix, tabular, and joined, none of which can fulfill the requirement detailed in the question**

Your company wishes to back up all of their Salesforce records on the first day of each month. Which built in service provided by Salesforce can accommodate this?

Data Export **the data export service can be used to schedule an export of all of your salesforce records on a weekly or monthly basis**

The VP of marketing has purchased a list of 49,000 Leads that need to be imported into salesforce. Which data import tool is best suited for importing these records?

Data Import Wizard **The data import wizard can import up to 50,000 records at one time. It can also accommodate the importing of Lead Records, therefore this is the best selection**

What is a valid definition of what a Custom Report Type is?

Defines the set of records and fields available to a report based on the relationships between a primary object and its related objects. **the answer is regarding CUSTOM REPORT types, other reports such as Tabular, Summary, and Matrix reports have their own definition**

What is the Salesforce feature called that you use to assign limited admin privileges to users in your org who aren't admins?

Delegated admin **Utilize delegated admin to assign limited admin privileges to users who are not admins**

Which action of the following can the Process Builder NOT perform?

Delete a record **There are many actions which the Process Builder can perform. Excluded from that list is the ability to delete a record.**

On which object is a Master-Detail relationship established?

Detail Object **The Master-Detail relationship is created on the Detail Object as a new custom field specified as a Master-Detail relationship. Master-Detail Relationship fields are always created on the Detail (child) and related lists can be set to display on the page layout of the Master (parent). Junction objects have two master-detail relationships and are used to establish a many-to-many relationship in Salesforce**

A Metric Dashboard Component is defined as what?

Displays the grand total from a report, along with a label that you enter **the first option is a table, gauges are represented as a fuel tank type of scale**

What is required to be set up before you create an Email Alert?

Email Template

The VP needs a way to quickly find close/won opportunities that match the attributes of other opportunities that are currently being worked by the sales team. How do you fulfill this requirement?

Enable Similar Opportunities and select the fields that you want Similar Opportunities searches to match against **There is a feature in salesforce for similar opportunities, which can be enabled and configured to match against fields. This feature allows users to find closed/won opportunities that match the attributes of an opportunity they're currently working on, so they can quickly access information that might help them close their open deals.

A custom object was recently added named 'Private Notes' associated with the standard Account object. These notes are set to Private as the org wide default and access is not granted using hierarchies. You have been tasked to make sure that the Private notes are deleted if the Account owner was to ever change. What process automation tool is used for this?

Flow Builder **Process Builder supports a lot of actions, but deletion is not one of them**

A company has previously implemented a custom object that is associated with account. This custom object is called 'Private Notes' in which the account owner can create their personal notes related to an account. These notes are set to Private at the OWD, and access is not granted using hierarchies. A new process automation request has come in for you to fulfill. This request contains a requirement that whenever an Account's owner is changed, all of the Account's Private Notes records are subsequently deleted. Which process automation tool can fulfill this requirement?

Flow Builder **The process builder supports a lot of actions, but deletion is not one of them**

The Sales Director has asked for a new field on Opportunities called Reminder Date. The field should display what the date would be 7 days prior to the date that is entered in the Close Data field on an opportunity. What type of filed should you create to accomplish this request?

Formula field with a Return Type of Date **This formula field would need a return type of data specified. This would then display in Date format whatever the date would be 7 days prior to the entered closed date on an opportunity. The actual formula would look like Reminder_Date__c=CloseDate - 7 - if you go through the process of creating this type of field in Salesforce, you actually see this exact formula as the example they give in the formula return type selection for Date**

The director of client services has asked you to update a monthly revenue report, so that the report is automatically emailed to a public group on the first day of each new moth. What would you do yo accomplish this?

Go to the report and click the Run Report dropdown and select Schedule Future Runs, to set the scheduling and delivery of the report **Reports can be scheduled to run in the future, and the resulting reports can be sent by email to public groups. There is no Schedule button available on reports and you cannot attach a report via a workflow rule. You could probably do this with an Apex Trigger, but apex triggers aren't on the admin exam**

The Director of Client Services has asked you to update a Monthly Revenue Report, so that the report is automatically emailed to a Public Group on the first day of each new Month. What would you do to accomplish this?

Go to the report and click the Run Report dropdown and select Schedule Future Runs, to set the scheduling delivery of the report **Reports can be scheduled to run in the future, and the resulting reports can be sent by email to public groups. There is no Schedule button available on reports and you cannot attach a report via a workflow rule. You could probably do this with an Apex Trigger, but apex triggers aren't on the admin exam.**

How do you determine if a User's account has been Frozen?

Go to their User Detail page and see if the Unfreeze button is displayed

This type of field is a special lookup relationship available only on the User object, which enables using a lookup field to associate one user with another user record. For example, you can create a this type of filed to store a user's direct manager. What is this type of field called?

Hierarchical Relationship **It lets users use a lookup field to associate one user with another that does not directly or indirectly refer to itself**

What type of object facilitates a many-to-many relationship?

Junction Object **you can use master-detail relationship to model many-to-many relationships between any two objects. A many-to-many relationship allows each record of one object to be linked to multiple records from another object vice versa**

This Salesforce feature can be defined as a list of records that meet specific filter criteria and display whenever you click a tab.

List View **List Views display whenever you click a tab in Salesforce. For example, if you were to click on the Accounts tab from the Sales application, a List View related to Accounts would display. You can pin a List View, as a user, so that whenever you return to a tab, the pinned List View displays by default. You can filter list views and save them publicly or privately.**

Which of the following is not a valid component of Chatter? (select 1)

Location **Go to the Chatter tab and look at what is available on the left side of the screen. You should see things such as Feed, What I Follow, Bookmarked, People, Groups, Files and Topics, to name a few. If you encounter a question like this on the exam and it is mentioning what are components of Chatter, they are asking about these types of things. Do your best to get familiar with what is available to click on the left side when accessing the Chatter tab and you will be fine.**

Someone is creating duplicate Leads and Contacts into Salesforce. You have been tasked to implementing Duplicate Rules. You quickly activate the Standard Contact Duplicate Rule and Standard Lead Duplicate Rule in your org. A manager gives you a .csv file of 5000+ business card scans with contact details for new leads. You have been asked to import these leads into Salesforce, but is worried it will be rife with duplicates. Before you perform an Upsert using the Data Loader and match against Email addresses, what can you do in your Duplicate Rules to help filter out potential duplicates into an Error file?

Make sure the Alert checkboxes are checked for Operations on Create and Operations on Edit in your Standard Lead Duplicate Rule **There are two primary options available to you in Duplicate Rules to Alert and/or Report potential duplicates On Create and/or On Edit. An upsert combines creating new records and updating existing. The Alert option will warn users in the user interface of potential duplicates, but will add a row to the error.csv file when doing an inert, update or upsert from the Data Loader (i.e. when not using the interface) This effectively gives you the ability to match for duplicates beyond just email address into other fields that are specified in the Matching Rules contained in your Duplicate Rules on an object. The Alert setting is a way of allowing non-potential dupes to be inserted and updated and those flagged as potential dupes will go into an error file and not hit the system. You can then take the error.csv file to troubleshoot. For more fun and giggles with Duplicate Rules, you may be wondering about the Report option. What does that do? It will help you with troubleshooting your rules - both Duplicate Rules and Matching Rules (which reside inside the Duplicate Rules) Report will create a record of any potential duplicates that are flagged by a Duplicate Rule. This will help you in troubleshooting your Duplicate Rules. But where are those records recorded? In Duplicate Record Sets. Duplicate Record Sets are available from the App Launcher and will display more details on which Duplicate Rule flagged potential duplicates and more details under Duplicate Record items.

Which of the following is the appropriate definition of Sharing Rules?

Makes automatic exceptions to your org wide sharing settings for defined sets of users

The Call Center Manager has requested that you add the ability for Service Reps to manually grant access to Cases to other Salesforce users. What Security and Access feature would you use to fulfill this requirement?

Manual Sharing **Manual sharing empowers users to grant access to records to other users that do not have access through org-wide defaults, sharing settings, or the role hierarchy. By adding the Sharing button to a page layout, a user can click it to see the Sharing Detail page, which displays who has access to the record, their access level, and the reason they have been granted access. Additional users can be added to this list by clicking Add and then select to share the record with a user, public group, role, or role and subordinates. You can grant Read or Read/Write access to the record via Manual Sharing. The other possible answers that are listed with this question have to do with automatic system settings that determine access. The key with this question was that the user is needing to be able to manually share a record.**

A VP has accidentally created 100 cases in Salesforce. What is the quickest way to delete these?

Mass Delete Records **You can delete up to 250 Accounts, Leads, Activities, Contacts, Cases, Solutions, Products and Reports at one time using the Mass Delete Records function. Data Loader could also be used, however for 100 cases, Mass Delete Records would be the better option

Which report format allows you to group and summarize data by both rows and columns?

Matrix **matrix reports are similar to summary reports but allow you to group and summarize data by both rows and columns. They can be used as the source report for dashboard components. Use this type for comparing related totals, especially if you have large amounts of data to summarize and you need to compare values in several different fields, or you want to look at data by date and by product, person, or geography**

Whenever you delete a custom field from an object, which follow up tasks do you need to complete?

Nothing **When you delete a custom field, it is automatically removed from all associated page layouts without you having to manually remove the field from each. It also takes care of removing any field level security settings for the field**

A company will occasionally have more than one sales team member working on an Opportunity. If the Opportunity is won, each sales team member should receive a percentage based on the amount attributed. How can this be achieved?

Opportunity Splits **Team selling must first be enabled**

When mapping fields for the Lead conversion process, which other objects can you map fields to in Salesforce?

Opportunity, Account, and Contact **when you click the Map Lead Fields button from the Lead Custom Fields and Relationships section on Lead Fields page, you are able to map custom lead fields to custom fields on the Account, Contact and Opportunity objects**

When mapping fields for the Lead conversion process, which other objects can you map fields to in salesforce?

Opportunity, Contact, Account **When you click the Map Lead fields button from the Lead Custom Fields and Relationship section on the Lead Fields page, you are able to map custom lead fields to custom fields to custom fields on the Account, Contact and Opportunity objects.**

Which Security features in Salesforce control a user's ability to create, read, update, and delete object records?

Permission Sets and Profiles **The CRUD rights are set at the profile level, under object settings. There is also an Object setting designation on permission sets - it is in those two places that you can specify the ability to perform CRUD operations on an objects records. Public Groups are a group of users and provide a way to categorize users into logical groups. Role Hierarchy dictates what records a user will have access to if access is granted using hierarchies, but roles and the role hierarchy do not dictate CRUD rights in salesforce**

What process automation tool should you use in order to create a chatter post on an opportunity once it has closed?

Process Builder

The Operations director has requested that each time a new opportunity is won, a custom survey object record is created and related to the Account that the opportunity belongs to. Which workflow automation tool can accomplish this in salesforce?

Process Builder **The process builder is able to create a record, and this option is available as an action type. Workflow rules do not have as an available action to create a new record - the only 4 actions available from workflow rules are field update, email alert, task creation, and outbound message. Both escalation rules and assignment rules cannot create new records, but deal with assigning and changing ownership of existing records, such as cases**

What security feature is used to set login hours for users?

Profile **NOT company information**

What setting on the User record determines whether a user can create a new record using a specific Record Type?

Profile **Record Type access is set at the Profile level for users. Users can view records belonging to a Record Type for which their Profile has not been assigned, but they are unable to create records belonging to these Record Types**

A user reports that their ability to create Contact records for a specific Record Type has been removed. You should check the user's _______________?

Profile **you set the default and available Record Types for a user at the Profile level**

You have been tasked with disabling access to a custom app for a group of users. Where in Setup would you make this change?

Profiles **you can adjust the access to applications at the profile level, under assigned apps. You can see which apps are installed in your org by going to installed packages, but you can only uninstall the app and not just restrict access to it for a specific group of users. You can initially specify the groups of users you want to have access to an app during the install process, though**

What types of scheduling does Salesforce support for products, once scheduling has been enabled in an org?

Quantity Schedules and Revenue Schedules

What types of schedules can be set for a product in Salesforce?

Quantity and Revenue

A user reports that some (but not all) picklist values for a field on a custom object sometimes display, and sometimes are hidden for them. What should you check to figure out why these picklist values are seemingly appearing and disappearing randomly?

Record Types for the Object and the Picklist available for editing **When you edit a Record Type on an Object, the list of Picklist fields displays, allowing you to go in and select which values will be visible to users. If users complain of values missing from a picklist field, check the settings for the field under the Record Type. There are three underlying processes for Salesforce, but they are for Standard Objects: Lead Process - for leads - controls the Lead Status field Sales Process - for opportunities - controls the Opportunity Stage field Support Process - for cases - controls the Case Status field Field Level Security (FLS) controls whether a user can see (and edit) a field, but doesnt go as deep as to control the values contained in a picklist**

Which type of field is a read-only field that displays the sum, minimum, or maximum value of a field in a related list or the record count of all records listed in a related list?

Roll-up summary

What type of field would you create to display the total value of open opportunities belonging to an account on the account page layout?

Rollup Summary field **A rollup summary field can sum up the value of all open opportunities on an account because there is a mater detail relationship established between account and opportunity**

This Sales and Productivity feature is available in Lightning Experience, and provides users with key fields and guidance for success at the top of the page layout, which may be modified with each stage of an opportunity.

Sales Path **Use this component to guide sales reps through the stages of the sales process and prompt them to enter key field information and record activities. The sales path component is used on the opportunity or lead record detail pages. This feature has most recently been called simply Path, and is able to be added to objects beyond leads and opportunities in lightning, although i doubt this will be appearing on the admin exam anytime soon, i wanted to let you know**

All of your users are reporting that they no longer see Closed as an option for the Status field on the Case object. What is the cause of this Status designation suddenly disappearing?

Salesforce change the default setting for Show Closed Statuses in Case Status field to False under Support Settings **For whatever reason, Salesforce did indeed default all orgs to have the Show Closed Statuses in Case Status Field checkbox unchecked. This caused the Closed option to disappear from the Status field of Cases across the globe. Hilarity ensued. I am uncertain as to who asked for this feature, or why Salesforce thought this was a great idea, but here's the release note positioning this as a good thing. https://releasenotes.docs.salesforce.com/en-us/spring20/release-notes/rn_cases_closed_status.htm Here's a video I did on this, called 'Where Did My Case Closed Status Go ?? Salesforce Spring '20 Release Update' - where I demonstrate what happened, how to fix it, and other ways to enable users to Close a Case, such as via a path, complete with a Confetti celebration at the end!**

What mobile application can you use to access the latest release notes from salesforce and quickly perform common admin tasks, such as resetting user passwords?

SalesforceA **The SalesforceA mobile app is designed specifically for system admin, and provides quick access to relaease notes, along with common admin functions. Lightning experience is the new user interface for the desktop version of salesforce and salesforce classic is the old interface. There was also an old mobile application called salesforce classic, which has been phased out. Salesforce1 is the mobile app that you would use as an end-user of salesforce to update records, but this app does not provide admin functionality from directly within the app**

Ava has been asked to automatically send out a birthday greeting to customers at 9am on their birthday. What automation tool could be used to achieve this?

Schedule-Triggered Flow **You should use a Schedule-Triggered Flow when you need to perform the same action across your org regularly**

To improve their customer service, a company would like to use Salesforce to guide their support reps as they collect the details of an issue from a customer. They would like support reps to automatically see the fields they need to complete and guidance on what to ask the customer. What would you recommend?

Screen Flow **Screen Flows guide users through a business process, displaying the field you determine and can also include additional guidance**

There is a recurring problem of Opportunity stages being set back and forth repeatedly. The desired progression is for Opportunities to progress forward until closing as either won or lost. You have no record of who is making these changes, or when these stage changes are occurring. AS an initial step for troubleshooting this issue, what should you do?

Set Field History Tracking on the Stage field **History Tracking can be set on up to 20 fields per object. You can also track an additional 20 fields on Chatter, by the way (free tip). The Setup Audit Trail tracks who has been changed in your org from a customization standpoint and is not used for tracking changes to individual records. You can actually monitor users in the Debug Log for troubleshooting purposes, and it will reveal what records they are working on, but you have to guess which user, and the problem may be with a process or trigger that is causing these issues. You can also log in as another user and look at their Recently Viewed list, but this is also an inefficient approach. Stage is likely a field to already be tracked in most orgs, but i have surprised by how many orgs have instituted no field history tracking. Its a quick win, when you are starting a new admin role to check for this.**

There is a recurring problem of opportunity stages being set back and forth repeatedly. The desired progression is for opportunities to progress forward until closing as either won or lost. You have no record of who is making these changes, or when these stage changes are occurring. As an initial step for troubleshooting this issue, what should you do?

Set Field History Tracking on the Stage field **history tracking can be set on up to 20 fields per object. You can also track an additional 20 fields on chatter. The setup audit trail tracks who has been changed in your org from a customization stand point and is not used for tracking changes to individual records. You can actually monitor users in the debug log for troubleshooting purposes, and it will reveal what records they are working on, but you have to guess which user, and the problem may be with a process or trigger that is causing these issues. You can also log in as another user and look at their recently viewed list, but this is also an inefficient approach. Stage is likely a field to already be tracked in most orgs, but i have been surprises by how many orgs have instituted no field history tracking**

Your company sales team is segmented into two categories: Business to Business (B2B) and Business to Consumer (B2C). The B2B accounts need to be visible to the B2B sales team only. However, the B2C accounts should be visible to both the B2B and B2C sales teams. What is the best way to meet this requirement?

Set the OWD for accounts to Private, and then create a sharing rule to share the B2C accounts with both teams and another Sharing rule to share the B2B accounts strictly with the B2B team **You can't limit access via a sharing rule, but only expand access. You would want to set the OWD on accounts to private, since the best practice principles of the Security model in salesforce dictate that you start with the most restrictive settings, and then you open up further access and rights through sharing rules, for instance. You could technically ask one team to manually share with another, but this isnt the best option, when there is an automated way to accomplish this in the system by way of a sharing rule**

How can you restrict users from seeing certain fields in searches, report and list views?

Set the field to Hidden at the Profile level **If you simply hide a field from a page layout and assign that page layout to a user, that user can still see the filed and get to the data by way of search results and reports. To fully hide a field ands its data from a user, you will need to set the field to Hidden at the Profile level.**

How can you restrict users from seeing certain fields in searches, reports and list views?

Set the field to Hidden at the Profile level **if you simply hide a field from a page layout and assign that page layout to a user, that user can still see the field and get to the data by way of search results and reports. To fully hide a field and its data from a user, you will need to set the field to Hidden at the Profile level**

Your org uses Chatter extensively. A common complaint among your users is that they find it difficult to keep up to date with all of the Chatter post and they are requesting a way to organize and categorize Chatter feed posts across records they follow, people, groups and various other combinations. What can be created in Chatter to facilitate this functionality?

Streams **Chatter streams are custom feeds that you create by combining multiple related feeds into one feed. Look for streams on your Chatter home page. Create up to 100 streams that each combine posts from up to 25 different feeds and feed types. Create streams that combine feeds from people, groups, and records, like accounts, opportunities, cases, and more**

VP of Sales would like to get a report of Opportunities grouped by sales stage. What kind of report would meet this requirement?

Summary **Summary reports allow users to group rows of data, view subtotals, and create charts. You can use this type for a report to show subtotals based on the value of a particular field**

You were previously asked to add an additional selection to the standard Cas status picklist field. Users are reporting that this new field is not available for them to select. Where in Setup would you go to troubleshoot this issue?

Support processes **Support Processes are used to signify which Selected Values display in the Case Status field**

The four main report formats in Salesforce are:

Tabular, Summary, Matrix, Joined

Which Activity Management feature is used to schedule a work assignment activity for a user? These items pop-up as reminders, at the previously set time and can be marked as complete by the user.

Task **Events are for meetings and the Cloud Scheduler is also used for meeting requests that are sent to people outside of your Salesforce org. A Task is used to schedule tasks for users to complete**

Your manager approached you with a request to integrate salesforce with another system that is used for HR data. A new field is needed on the Contact object in salesforce that will hold the corresponding unique ID field from the HR system. Which of the following types of fields would be best to accommodate this request?

Text field with External ID checked **You would need an External ID field, which can be signified on a few different types of fields in salesforce, such as text and number, to name a few**

A field is needed on the Contact Object in Salesforce that will hold the corresponding unique ID field from the HR system. What type of field would be best for this request?

Text field with External ID checked **You would need an external ID field, which can be signified on a few different types of fields in salesforce, such as text and number, to name a few**

What is a proper definition of the Time Based Workflow Queue?

The Time-Based Workflow Queue displays pending actions in your org, along with the time that they are set to happen **If the corresponding record is updated and the criteria that originally places the action in the time based workflow queue is no longer valid, the action is removed from the queue automatically**

You have specified Login IP Ranges across all Profiles in your Salesforce org. What happens when a user tries to log in from an undesignated IP address that is outside of the allowed Login IP Ranges that you have set?

The login request is denied **Login IP Ranges dictate which IP addresses users can log in from, and if an attempt is made outside of that range, the request is denied. This is not to be confused with Trusted IP Ranges, which define a list of IP addresses from which users can log in without receiving a login challenge for verification of their Identity.**

What should the admin recommend if a user forgets their password and needs it reset? The user is not locked out and the company does not use single sign on.

The user can reset their own password by clicking 'Forgot Password' on the login page **In this scenario, we know the user is not locked out, so their user record does not need to be unlocked. There is also no need for the admin to reset the user's password as they are able to do it themselves by clicking 'Forgot Password' on the login page. If the company used single sign on, the user would not be able to reset their own password via the login page. The admin does not need to unfreeze this user in this scenario.

What does a controlling field dictate in a field dependency?

The values that display in the dependent field

What does a controlling field dictate in a field dependency?

The values that display in the dependent field **The value that appear and can be selected in a dependent field are controlled by the controlling field**

What are some negative consequences when converting a Multi-Select Picklist to a regular Picklist field?

This could result in data loss. **For the inverse, you can change custom picklists into multi-select picklists without losing any data. Since your records only contain a single value of that picklist, that value is still selected but users can select more values.**

What is the primary function that enabling Ideas in a community provides?

To comment and vote for Ideas posted by other community members **Ideas is a community of users who post, vote for, and comment on ideas. Salesforce own Idea Exchange is driven by Ideas**

How do you deactivate a user in Salesforce?

Uncheck the Active checkbox on their User Detail page **To de-activate a user, uncheck the Active checkbox on their User Detail page. Profiles and Roles do not control whether a user is set to active or not in the system. There is no such thing as a De-Activate button. You cannot clear out the User License field on a user record.**

how do you deactivate a user in Salesforce?

Uncheck the Active checkbox on their User Detail page **To de-activate a user, uncheck the Active checkbox on their user detail page. Profiles and roles do not control whether a user is set to active or not in the system. There is no such thing as a de-activate button. You cannot clear out the user license field on a user record**

Due to new GDPR regulations, you need to allow your external salesforce users to deactivate their own accounts. Where would you enable this feature?

User Management Settings **user management settings is where you can manage org wide user settings for certain options, such as - Enable User Self-Deactivation - Let Users Scramble Their User Data - Hide Personal Information

Where do you signify if a user is a Service Cloud user?

User Record **The Service Cloud designation for a user is made by checking the Service Cloud User checkbox on the User record. This is referred to as a Feature License, which you can see the number of assigned and remaining users available under the feature license section on the company information screen**

Which statement is true about Report Folders?

Users with the Manage Public Reports permission can create Report Folders **The only way a system admin can get into another user's personal report folder is if they are able to log in as that user and then navigate into it, so they can't technically access a user's personal folder directly. You have to have the Manage Public Reports permission in order to create Report Folders. Other users cannot see each other's personal report contents.**

What type of rule does Salesforce make available that helps improve data quality?

Validation Rule **Verify that the data a user enters in a record meets the data quality standards you specify before they are able to save the record**

When should an admin consider using the AppExchange?

When standard Salesforce functionality needs to be extended for features that are beyond either your time or ability to create. **the AppExchange contains applications built by companies that extend the Salesforce platform beyond its standard functionality. It is advantageous to leverage apps off of the AppExchange to save time compared to developing solutions on your own. The place to submit ideas to Salesforce is the Idea Exchange. Cases are submitted to Salesforce Support by clicking Help inside of Salesforce and Selecting to contact support. The place to purchase additional Salesforce licenses for new users in called Checkout, or by calling your Salesforce representative**

When converting a lead, you can create new records for up to three other objects, which are?

contact, account, opportunity