Salesforce Admin Certification

Workflow Rules

A workflow rule sets workflow actions into motion when certain conditions are met. Actions can take place immediately, or on a specific date, according to a trigger. Cases created - if account revenue is greater than 50 million or employees greater than 5000. If either are true, please send an email to the VP of support services immediately. One day later, please assign a task to the account owner to make sure that everything has been taken care of. What are you evaluating? What is the criteria? What actions should take place? Immediately or a time trigger? Know this for the exam: Evaluation criteria > Rule Criteria > Actions > Time Triggers > Actions ERATA This is Evaluation Criteria = evaluation and when?: Evaluation is about what object records are you evaluating? When do you want to evaluate? -If you select created, it looks to see if the Priority is high. If so, it fires off the W/F. It will never ever check again. -Created and anytime it's edited to subsequently meet the criteria. When create, see if it meets. Every time it is edited, it will check. When it matches, fires it and then done. Only will ever fire the transaction one-time. -Created and every time it is edited. This will fire the W/F more than once. Rule Criteria: You either choose 'criteria are met' or 'formula evaluates to true'. If you choose 'criteria are met' then user has to input criteria to a record that must be met to trigger the rule. If you choose 'formula evaluates to true' then you enter a formula. Value either returns a True or a False. If true, it triggers an action. Filter logic allows you to construct expressions with AND, OR, and NOT. You can put in more than one criteria and a formula. You can put in as many fields as you want to, but it's still one rule. System is looking for all of it together and at one time. All of those things have to be in place for the criteria to be met. All Rules created after saving records do not trigger those records retroactively. If true, fires an action Immediate OR time-dependent Immediate AND time-dependent together You can have up TO 40 for both immediate and 40 time-dependent actions. It's immediate if the time isn't specified. Those are the only actions that you can have. There are 4 different Actions - these are limited because of W/F: Task Email alert Field update Outbound message TEFO Tasks - 1)Tasks may be assigned to a user, role, record owner record creator, opp team role, or account team role. 2) W/F won't allow you to assign tasks to multiple people (only one person at a time). If you have a situation to assign tasks and you need 3 negotiators to be involved, you would need three different task actions. Tasks are kicked back to the record owner. 3) To assign tasks to multiple users, create multiple tasks as outcomes of the rule. 4) WF tasks can be tracked in Activity History and reported on. Example: If Opp is closed/lost > 1 week later > task owner reminder to complete post mortem > send to opp owner. Email alerts - Send a template email to user, role, record owner, record creator, opp team role, or account team role. Email alerts use email templates. This means that the template needs to be created before you set up the workflow option. Example: Big opp in negotiation > Email > Account team Field updates - any time an opportunity is over 300,000, we want the Priority to update to high. This can kick off another workflow. Field updates - Allows you to automatically change the value of a field to a value you specify. Depending on the type of field, you can apply a specific value, make the value blank, or calculate a value based on a formula that you create. Field updates can retrigger other wf rules. Examples: New account in a targeted industry > change the record type > display fields unique to the target industry or New account in a targeted industry > email alert > marketing team. Outbound message refers to outside systems other than SF. This is handled better with W/F than with Process Builder. Outbound message: send the information you specify to an endpoint you designate, such as an external service. Sends the data in the specified fields in the form of an API message to the endpoint outside of SF. Example: Opp closed/won > outbound message > order fulfillment system. When rules with time-dependent actions are triggered, the upcoming actions are placed in a queue where they can be viewed, and if necessary, deleted. If a record is edited, and no longer matches the rule criteria, SF removes the time-dependent actions queued for that record. You can also manually remove actions. Time delayed is an example of the time-dependent action. You have to activate W/F. Admin is normally the default.

Printing and Exporting Reports

Backup data using these features No security access Printable view creates an .xls file that you can save or open and print in Excel. It keeps all your grouping, summaries, subtotals and formulas. Charts are not included. Export Details creates either a .csv or.xls file that you can save or open in Excel. No formatting, groupings or subtotals. Use this for mass update or to move data.

Process Visualizer

Beautiful PDF flow document that has annotations on it. Allows you to examine and annotate an existing Approval Process. You can go to Printable view. It correlates to the different steps. You can send it as a PDF and be annotated more. Is this what you wanted? Check it out.

Creating custom fields

Best to clone a standard field. Select the data type: currency, date, checkbox, picklist, text. Enter the details such as label, length, picklist values, description, help text. Set field-level security: visible or edit Add to page layout.

Extending Salesforce Automation

Big deal alerts Opportunity update reminders Dashboard push alerts Email-to-case

Community experts can do the following

Community experts can be designated for Salesforce Ideas or Answers Community experts are designated by an icon NOT Community experts can delete inappropriate community content Community experts can manage Salesforce Ideas categories

The following are standard Salesforce Objects

Contract Opportunity Product Pricebook

Which profiles listed are a standard profile?

Contract Manager Standard User Marketing User

Page Layouts Page Layouts are assigned to profiles

Controls the fields, sections, related lists, and buttons when users view or edit a record. You can modify a default page or create a new one. You can make fields read-only or required. You can change columns and sort records. The Page Layout Editor is a palette where you can drag and drop. Assigned to profiles.

When the multiple currencies feature is enabled, which currency is used as the basis for all currency conversion rates?

Corporate currency NOT Personal currency

What objects have a queue?

Leads Cases Custom Objects

What record type is used for records created through web-to-lead.

Leads use the default record type of the default lead owner. Examples of record types are telemarketing, trade show or web.

Field Level Security or Page Layout can be used to make a field required

False - only the page layout

Where can you make a field required?

Field Edit page Validation rules Page Layouts

You can restrict a profiles view to a certain field using which feature?

Field level security

Data.com Duplicate Management

Free as part of your org. Record is compared with existing SF records to identify possible dupes. List of potential dupes is returned. Criteria used to find dupes are defined by a matching rule. Allowed or Blocked depends on the duplicate rule defined. Includes alerts. Allow option permits reporting. Available for accounts, contacts, leads and custom objects. Uses data. com technology, but does not require a data.com license. You have to create or edit dupe rules and activate them. You have to create or edit custom matching rules and activate them. You have to create custom report types for dupe record reports.

Considerations for processes

General: Processes can be launched from changes on the record or when invoked by another process. Outbound messages are not supported, but the Call Apex action can be used to provide similar functionality. Actions are executed in the order in which they appear in the process. Easily reorder criteria in your process with drag and drop Reuse names when creating a new process version Scheduled Actions A process can have multiple scheduled actions per criteria node Scheduled actions cannot be used in processes that evaluate every time a record is created or edited Scheduled actions cannot be used when using the Evaluate Next Criteria option Admins receive an email alert if a user who starts a process becomes inactive and scheduled actions fail To find pending process builder scheduled actions, navigate to Paused and Waiting Interviews.

What is a capability of the content delivery feature of Salesforce Content?

Generates URLs for content files Makes content available to recipients within and outside of Salesforce Track how often content is viewed if downloaded NOT Publishes content from Salesforce to a company's website Tracks which recipients have viewed and downloaded content

Which data can be highlighted in a report using conditional highlighting?

Grand Totals Summarized Totals Summary Formulas

Ideas

Ideas is a community of users who post, vote for and comment on ideas. It provides an online transparent way to attract, manage and showcase innovation.

Which tab can be included in a customer portal?

Knowledge Ideas NOT Opportunities Dashboards

Which feature license can be assigned to a user record in Salesforce?

Knowledge User Service Cloud User NOT Console User Opportunity User

Capability of SF Knowledge

Knowledge allows an organization to share articles with partner portal users Knowledge uses data categories and roles to make articles visible to specific users NOT Knowledge only allows a single article type across all data categories Knowledge automatically creates a solution for each new article

The following are NOT standard Salesforce Objects

Ticket

Locale settings

Time Zone: Event Start/End Times that effect meetings and calendars. Time in Date/Time fields. Locale (geographical): Date and Time formats, number formats, name order, addresses Language: All text, online help Currency Inherit the company profile which uses the organization's head office. You can then specify user locale settings

Data loss can occur when changing fields from the following types

To a Number field from any other type of field. Changing from a checkbox to any other type of field. Changing from a multi-select picklist to any other type.

Mass Transfer

Tool used to transfer multiple accounts, leads, service contracts, and custom objects from one user to another. Depending on the object, you may have options to transfer related records. You can also update the owner field. Children records to not transfer. You can also do the following: -transfer open opps not owned by the existing account owner. -transfer closed opps -transfer open cases owned by the existing account owner -transfer closed cases -keep account team -keep sales team on opps transferred to new owner. -no closed activities are transferred, but open ones are -notes are transferred -manual sharing is eliminated, new owner has to do the sharing. Search for records and verify what has been transferred

The support team at Universal Containers wants to be more proactive about renewing support plans with customers. They would like the support representative dedicated to each account to be notified a month before the accounts support plan expires. What should an administrator configure to meet this requirement?

Workflow rule

When should a system administrator consider using the Salesforce AppExchange?

When standard Salesforce functionality needs to be extended When looking for pre-built custom applications and tools

In which scenarios will the sharing button appear?

When the sharing model for the object is private or public read only.

Mapping custom lead fields

When you convert a lead, there has to be mapping done for this to be done correctly, especially if there are custom fields that you would like to capture at the lead stage. Custom lead fields should be mapped to other custom fields of the same DATA TYPE. Lead Custom field of PICKLIST should be TEXT on account, contact or opp custom field. Lead Custom field of TEXT or TEXT AREA should be LONG TEXT on account, contact or opp custom field. Lead Custom field of AUTO-NUMBER should be TEXT or TEXT AREA for account, contact or opp custom field.

What does Salesforce authenticate before allowing a user to log in through the user interface?

Whether a user's profile has login hour restriction Whether the user's profile has trusted IP addresses Whether the user's profile has trusted IP restrictions Tricky and mean

Can a user still report on a field they have access to if it is hidden from the page layout?

Yes

Can you make fields visible, read-only and required using Page Layouts?

Yes

Can you uninstall an App Exchange application once it has been deployed?

Yes

Do email templates have to be set up prior to a workflow?

Yes

If you delete the master record, will it delete the child record?

Yes

Is it possible for a user to own a record and not see it?

Yes

Is it possible to share a custom object record manually?

Yes

Are fields which are hidden using field-level security still subject to validation rules?

Yes/true

Do formulas ignore field level security settings?

Yes/true

Is a users security token refreshed every time their password is changed?

Yes/true

The Sales Director wants to be alerted to deals that are greater than $1,000,000. Which tools can you use to achieve this?

Workflow - create a workflow to send an email if an opp amount is greater than 1 million. Big Deal Alerts

What type of customization can be done on Activities (tasks and events)?

Workflow Rules Assignment Rules Validation Rules NOT Field Tracking Custom Fields

Opportunities grouped by a sales stage

is a summary report, not a tabular report

What is a method for adding content to Salesforce CRM Content

Libraries Chatter Files NOT Documents Attachments

Search

Limit the number of results per page (from 5 to 50). Add up to 10 filters. Add, remove or reorder columns (up to 10). Customize to allow users to search just on their own records and to set the number of results displayed per object.

Lookup and cascade delete Lookups: think magnifying glass No sharing or roll-up summary You can link an object with itself (except the user object) No lookups for campaign member object, but you can if it is related to other objects. If a parent account is deleted, the Account History related list for the child account does not show the deletion.

Links two objects together. Lookup relationships are similar to master-detail relationships, except they do not support sharing or roll-up summary fields. With a lookup relationship, you can:◾Link two different objects. ◾Link an object with itself (with the exception of the user object; see Hierarchical). For example, you might want to link a custom object called "Bug" with itself to show how two different bugs are related to the same problem. Lookup relationships from objects related to the campaign member object aren't supported; however, you can create lookup relationships from the campaign member object related to other objects. When you create a lookup relationship, you can set these options:◾Make the lookup field required for saving a record, requiring it on the corresponding page layout as well. ◾If the lookup field is optional, you can specify one of three behaviors to occur if the lookup record is deleted:◦Clear the value of this field This is the default. Clearing the field is a good choice when the field does not have to contain a value from the associated lookup record. ◦Don't allow deletion of the lookup record that's part of a lookup relationship This option restricts the lookup record from being deleted if you have any dependencies, such as a workflow rule, built on the relationship. ◦Delete this record also Available only if a custom object contains the lookup relationship, not if it's contained by a standard object. However, the lookup object can be either standard or custom. Choose when the lookup field and its associated record are tightly coupled and you want to completely delete related data. For example, say you have an expense report record with a lookup relationship to individual expense records. When you delete the report, you probably want to delete all of the expense records, too. Choosing Delete this record also can result in a cascade-delete. A cascade-delete bypasses security and sharing settings, which means users can delete records when the target lookup record is deleted even if they don't have access to the records. To prevent records from being accidentally deleted, cascade-delete is disabled by default. Contact Salesforce to get the cascade-delete option enabled for your organization. Cascade-delete and its related options are not available for lookup relationships to business hours, community, lead, price book, product, or user objects. When you define a lookup relationship, you have the option to include a lookup field on the page layouts for that object as well as create a related list on the associated object's page layouts. For example, if you have a custom object called "PTO Requests" and you want your users to link a PTO request with the employee submitting the request, create a lookup relationship from the PTO Request custom object with the user object.If the parent record in a lookup relationship is deleted, the field history tracking for the child record does not record the deletion. For example, if a parent account is deleted, the Account History related list for the child account does not show the deletion.You can't delete an object or record in a lookup relationship if the combined number of records between the two linked objects is more than 100,000. To delete an object or record in a lookup relationship, first delete an appropriate number of its child records.

Which is available when creating list views?

List views can be filtered using AND, OR and NOT filters List views can be filtered by record ownership

Queues: leads, cases and custom objects Members who accept leads or cases become the owners

Location where records are awaiting processing by assigned members. Can be public groups, roles, roles and subordinates, users and any combos. When you create a queue, a view is automatically added to the lead or case home page. Members of the queue are free to accept leads or cases from the queue. When they do that, they become the owners of the lead or case.

What should a system administrator consider when setting up Mobile Lite?

Mobile Lite provides access to standard objects and dashboards Mobile Lite must be enabled before users can install it

SalesforceA

Mobile app for Admins. Freeze or deactivate a user. Unlock a user. Reset a password. View and edit a user's information. Assign permission sets. View system status. Switch between accounts for multiple orgs by toggling between them. NOT for building workflows or configuration. Used for emergencies.

Can you use standard reports when creating dashboards?

No

Lightning

New UI that replaces Classic. 17% of users are using it. Not all apps are compliant. Dashboards have more columns than classic. App Exchange tells you if the App provider has made an App Lightning ready.

Can you delete a user?

No, you need to have the history and audit trail. They can remain owners for closed opportunities. You can deactivate a user though so that they can't access SF. The Login link and active flag will disappear.

Do users always have to select a record type when creating new records?

No. Users can choose to always use an object's default record type as set on their profile.

Is a tab automatically created when you create a custom object?

No/false

Who can cases be assigned to when case assignment rules are being set up?

Partner Portal User Queue Internal Salesforce User NOT Case team I don't understand why this wouldn't go to a case team. Perhaps it's because they are the ones who assigning the cases initially.

Quotes and Opportunities are part of which cloud product?

Sales Cloud

Which functionality is available when using the data export service?

Schedule a recurring export Include attachments

Enhanced reports tab

Search on name, description, creator, or last modifier View what you've viewed, FOLLOWED or created Sort and customize columns Drag items into folders to change folders Click a folder to view contents Search for folders

A marketing user need to create a new campaign, but the New button is NOT visible from the campaign homepage. The system administrator has verified that the user has the "Create" profile permission for the campaign object. How should the system administrator resolve the issue?

Select the Marketing User checkbox in the user record NOT Select the "Manage Campaigns" profile permission Grant the user "Read" profile permission for the campaign object Add the New button to the page layout using the page layout editor

A user responsible for managing and creating campaigns is unable to create a new campaign, even though the user's profile has the "Create" profile permission for Campaigns. How should the system administrator grant the correct access to the user?

Select the marketing user checkbox on the user record NOT Grant the user delegated administration rights to campaigns Assign the user to the standard marketing user profile Create a campaign sharing rule to grant access to the user.

Where can the multilingual solution search feature be enabled?

Self Service Portal Public Knowledge Base NOT Salesforce Content Solution tab search

What option is available when scheduling a dashboard refresh?

Send a refresh notification to users with access to the dashboard View and remove a scheduled dashboard refresh

When working on opportunities, sales representatives at Universal Containers need to understand how their peers have successfully managed other opportunities with comparable products, competing against the same competitors. Which feature should a system administrator use to facilitate this?

Similar Opportunities Chatter groups NOT Big deal alert Opportunity Update Reminders

Tasks, Events and Emails

Tasks and events are in the Open Activities related list. Completed tasks, past events and sent emails are in the Activity History list.

A system administrator has created a formula field on a lead object to calculate a number. How can the numerical value be mapped to the account record upon lead conversion?

The lead formula field value can be mapped to a number field on the account record formula field > number field

Emailing reports

The individual that you email a report to has to be in the report group that you share.

Floating report headers

Enable this to view floating column headers and grouping summaries as you scroll through large reports.

Criteria-based sharing rules can be created for which objects?

5 total plus custom objects This can be done with accounts, opportunities, cases, contacts, leads, campaigns and custom objects.

How many objects may be imported or updated using the data loader in one operation?

1

Rollup summary field

A CUSTOM field that aggregates child record information into the parent record.

Which permission is required to convert a lead?

"Create" and "Edit" access for leads, accounts, contacts and opportunities "Convert Leads" profile permission NOT "Transfer" access for leads, accounts, contacts, and opportunities "Import Leads" profile permission

Backup Options

-Excel Export Limits Manual Manual or automatic - know for exam You can't ever use the Import Wizard 1-Reports - manual and specific to Excel 2-Data loader up to 5 million Export to CSV, Excel or another database Manual or automatic 3-Weekly or monthly data export service Free, once a week and automated Sent as a zip file and deleted after 48 hours whether downloaded or not. Files have to be downloaded. Gives you a complete set of records for archiving Set export parameters and determine the day of the week. You can filter your data

User record: Role, User license, Profile and active Login History

-Role (CEO, manager, agent) -User License -Profile - this has to be created already and with settings (similar job function, such as A/R, Sales or Support) -Must be active to log in If an admin doesn't complete all four of these, then a user can't log in to SF. Personal User information (name, mailing address, email) Security Settings (license, profile, role, login history, username) Locale settings (time zone, locale, language, currency) Email is required. Every user name has to be unique. Admins can create single and multiple users

What is the maximum number of components available on a dashboard?

20

Question: Which user interface settings must be enabled to allow users to edit records directly from a list view, without navigating away from the page?

> a. Enable Inline Editing b. Enable Printable List Views > c. Enable Enhanced Profile List Views d. Enable Enhanced Lists Answer: a & d. Notes: The Enable Enhanced Lists setting lets users quickly view, customize, and edit list data. The Enable Inline Editing setting lets users quickly edit field values, right on a record's detail page. When both settings are enabled, users can edit records directly from the list, without navigating away from the page.

Question: When creating a new user, what information is captured on the user record?

> a. Profile assigned to the user b. List of apps that the user can access > c. Name, email address, and username of the user d. User interface settings that can be enabled for the user Answer: a & c Notes: The user record contains personal information about the user, such as name, email, and address. The user record also contains security and access information, such as username, license (Salesforce, Chatter External, Chatter Free), profile, and role. Finally, the user record contains locale information, such as time zone, locale, language, and currency. The list of apps are tied to a profile.

Question: What options are available from the Help & Training portal?

> a. Take Training b. Take Certification Exam c. Add Licenses > d. Contact Support Answer: a and d Notes: The Help & Training portal provides easy access to documentation, knowledge articles, videos, and training. The Take Training option allows users to take self-paced online training and register for instructor-led courses. The Contact Support option allows users to open a case, phone support, ask a question on Salesforce Answers, and submit an idea on the IdeaExchange.

Community experts

A community expert is a member of the community who speaks credibly and authoritatively on behalf of your organization. When community experts post comments or ideas, a unique icon (Community Expert Icon) displays next to their name. The Salesforce administrator can designate as many community experts as necessary. If you want to have experts within your community, set up Zones and create a public group that includes the expert users. Then, during the setup process you can designate this public group as your community experts. Zones are shared by the Ideas, Answers, and Chatter Answers applications, allowing you to view and create zones from those locations. Answers can only have one zone displayed at a time. Supported editions allow up to 50 zones per organization. Before you select a public group to be community experts, note the following:◾A community expert can be an employee of your organization who is responsible for providing official responses to the community. A community expert can also be someone outside your organization who is active within the community and knowledgeable about the subject matter. ◾The only difference between a community expert and other community members is the unique icon that displays next to the community expert's name. Community experts do not have any extra permissions beyond what is specified in their user profile and permission sets. ◾Community experts must be part of a public group and that public group must be specified in the Experts Group drop-down list. You might need to create a public group for each community if the experts within those communities are different. ◾If a community is displayed in a Customer Portal or partner portal, you can use a cascading style sheet (CSS) to change the icon associated with the community expert. When creating a portal, specify your CSS in the Header of your portal and use the expertUserBadge class to reference the new background image for the community expert. We recommend the icon be no larger than 16 by 16 pixels.

A tab

A container for an object, nothing else. Don't hide a tab. It doesn't hide the records. Records can still be found via the Global Search and on reports. Remove access to records.

The cloud scheduler has which capability?

A custom logo can be added to the meeting request email sent to a contact or lead Salesforce can automatically propose multiple meeting times based on Salesforce calendars

Feature license

A feature license entitles a user to access an additional feature that is not included with his or her user license. Examples are: Chatter Answers User Force.com Flow User Knowledge User Live Agent User Marketing User Mobile User Offline User Salesforce CRM Content User Service Cloud User Site.com Contributor User Site.com Publisher User Work.com User

What is a Junction Object Think one case with many bugs, and one bug with many cases.

A many-to-many relationship created with two lookup master-detail relationship.

Which statement about products and price books is true?

A product can have a different list price in different price books The standard and list price for a product can be listed in multiple currencies

Public calendar

A public calendar contains a schedule of events that is available to a group of users, such as a sales events calendar for a sales department.

Roll-up summary field

A roll-up summary field calculates values from related records, such as those in a related list. You can create a roll-up summary field to display a value in a master record based on the values of fields in a detail record. The detail record must be related to the master through a master-detail relationship. For example, you want to display the sum of invoice amounts for all related invoice custom object records in an account's Invoices related list. You can display this total in a custom account field called Total Invoice Amount.

Add a Product to an Opportunity

A sales rep can Add a Product for an Opportunity by using the price book for the west coast. This is where the sales rep sets the quantity.

Hierarchical - User object, lookup to manager "Manage Internal Users" permission needs to be checked in order to edit this.

A special lookup relationship available for only the user object. It lets users use a lookup field to associate one user with another that does not directly or indirectly refer to itself. For example, you can create a custom hierarchical relationship field to store each user's direct manager. When creating a hierarchical field in Personal, Contact Manager, Group, and Professional Editions, you can select the Restricted Field checkbox so that only users with the "Manage Internal Users" permission can edit it. In Professional, Enterprise, Unlimited, Performance, and Developer Edition, use field-level security instead.

Health Check

A summary score shows how an org measures up against SF recommended baselines. Identify and fix security risks for: -password policies -session settings -network access settings -login access policies -remote site settings

An object A table of data.

A table of data. Records are rows. Fields are columns Objects equal the tabs, such as Accounts, Contacts, Leads. Contains a license. CRED Permissions (via Profile or Permission Set) You can block users from seeing certain records by blocking them from an object. You block users from an object through a Profile. 6 Standard Objects: 1 Account: Distribution partner, Company, Vendor, Customer, Competitor. 2 Contact: Person at a company. Someone who works at an account. An actual person. Many contacts for one account. 3 Case: Used internally and externally for customers, IT, HR, Payroll, Benefits, etc. Problem to solve. Interaction that needs to be resolved. A Case lookups to a a contact. 4 Opportunity: Qualified prospect. Deals/Sales opportunities. Linked to accounts and contacts. 5) Campaign: Conference or a trade show. See if it generates money by tracking. 6) Lead: Prospect, Potential Customer, Unqualified. Leads convert to Accounts and Contacts, possibly opportunities. Once converted, no longer accessible. Leads do not have to be linked to campaigns/optional. Accounts are parent/master records with "related lists" of contacts, opportunities and cases. Contact, opportunity and cases are child/dependent records that "lookup" to the parent records. Another standard object: Solution: You solved a case, answered a problem, linked to many cases, a DB of knowledge. User = Owner, person using SF, Login to SF instance Custom Objects: Position, Applicant, Interviewer

Which action is possible with a workflow task?

A task can be reused in multiple workflow rules A task can be tracked in the activity history NOT A task can be assigned to a Chatter Free user A single task can be assigned to multiple users

Public groups

A tool to share. You can share records, reports, email templates, list views. You can add roles, roles and subordinates, users and other public groups, or a mixture of all four. If you want to share records between two people, don't ever use a public group. It's for more than one person. Give a name and add members. Manager groups allow users to share records up or down their management chain.

Solution categories - functionality when enabled

Ability to create solution category custom reports to find uncategorized solutions Ability to control the visibility of specific solutions in the customer and self service portals NOT Ability to automatically assign a solution to all sub categories below the parent category Ability to control the visibility of specific solutions in the Solutions and Cases tabs

How can a user identify the record type of a record?

Admins can add the Record Type to field page layouts. You can also look at each object's records types through Setup > Customize > choose Object > Record Types and then the defaults are listed.

Criteria-based sharing rule example

A/R should have R/W access to all WON opportunities. This is based on field values. This can be done with accounts, opportunities, cases, contacts, leads, campaigns and custom objects. Field/Operator/Value Text and Text Area fields are case-sensitive in sharing rules.

Data.com

Access to millions of contacts from Data.com Connect and company records from D&B, making it easy to find new customers and to clean your data. Premium or Corporate license: Add new accounts, contacts and leads Compare SF records to Data.com's and update if required Automated cleaning of records in SF There are also filters for selecting records. You can also export these to a file. This works with Salesforce1 too. From an existing account record in SF, users can access Prospecting Insights: financial, competitive and industry details.

What objects do not have a queue?

Accounts

Universal Containers has set up a partner portal for use by reseller partners. What can sales representatives from partner companies access and edit through the portal?

Accounts and opportunities Custom objects Leads

What is an option when customizing a report?

Add a filter Summarize fields Add a grouping

Report Builder

Add filters Set the scope Add charts Drag fields into Filters pane to add filters Add groupings and summarize fields Preview up to 50 live records Drag fields into Preview pane to add columns (use Ctrl to select multiple fields)

A sales user needs to create and modify all public reports. The user has the "Create and Customize Reports" permission on his profile. How can the system administrator provide the correct access?

Add the "Manage Public Reports" permission to the user's profile

The VP of Sales at Universal Containers requested that "Verbal Agreement" be added as a new opportunity stage. The Administrator added this new picklist value to the stage field, but found that the new value was not available to users. What should an Administrator do? If you see anything related to one of the four business processes and the word STAGE, then the value has to be added to the lead, sales, support or opportunity process (business process) and not the record type or activation.

Add the new value to the appropriate sales process NOT Add the new value to the appropriate record type Ensure the new value was marked as active Another mean question

Universal Containers wants to create a custom object to capture account survey data. Users must be able to select an account from the survey record. Users also need to view related surveys on the account record. How should the system administrator meet these requirements?

Add the survey related list to the account page layout Create a lookup relationship field on the survey object ◾The master-detail relationship field (which is the field linking the objects) is required on the page layout of the detail and subdetail records.

Filters on Reports

Add up to 20 additional filters per report in the Filters pane using the Add button or by dragging fields from the Preview pane. AND, OR, NOT can be used for multiple filters, along with nesting parentheses. You can also use 'relative date values' in report filters to create dynamic date ranges based on the report run date. For example, goes backwards and forward: next 5 days or last 3 quarters. includes yesterday, last week, today, this month, tomorrow, next quarter What opps are due to close in the next 5 days? How many cases did we close in the last 3 quarters? These are typed in manually "next 5 days"

Automate case management

Admin needs to set a default case user such as a queue if there are more than 500 web-to-case entries received in a day. Email to case might be [email protected] Email subject might become case name Case record type can be set to Support To create cases from Outlook, select enable email to case OR enable on demand service. If you enable on-demand service, there is no need for firewall and the attachment limit of 10 MB. If you use email to case, then you have to download the email to case agent from Developer force.com and install it behind the firewall. You also need to add the emails related list to case page layouts so that the customer support team can see customer emails and attachments from the related list. You can also enable the 'notify case owners on new emails' or 'enable HTML email.' Auto-response rules can send emails to self-service portals and customer portals. "We are working on your issue" Support team needs to be able to create support templates sent to customers. This was on a test: What does Web-to-case automated process need? email templates and an auto-response rule. What does a company need to do to ensure that the right agent works on each case as soon as it's created? Case queues and case assignment rules. You can create multiple assignment rules as needed, but you can only activate one at a time. Case assignment Auto-response Escalation Web-to-case Email-to-case Case teams

Which option is available to a system administrator when managing passwords for Salesforce users?

Admins can grant users the "password never expires permission" Admins can reset passwords for all users at once Admins can customize the message sent to locked out users Admins cannot do the following: enforce an all numeric password policy assign a password to a set of users

To track revenue gain or loss based on currency fluctuations, you must implement what feature?

Advanced Currency Management NOT Multi-currency.

When are workflow rules evaluated based on the order of execution?

After validation rules After assignment rules

Big Deal Alerts

Alerts that automatically send an email notification for opportunities with large amounts. You can activate one opportunity alert for your organization.

Ownership-based sharing rule example

All US Region Sales Reps should have read only access to each other's opportunities.

Page layouts and field-level security

All objects have a pre-defined set of fields. You can't delete standard fields. There might be just one field that you don't want a user to see though. You can do this with field-level security by hiding or removing them from a page. You can control this through the profile. A/R is the only one who can see the credit status for example. These are profile permissions. You won't be able to see the field on any of these if they are hidden or removed: Record Detail and Edit Pages Related Lists Search Results Reports List Views This is if you use the field accessibility feature under security controls: Fields are read-only, required or editable. For example, you can deselect the Visible or Read-only checkbox on the Pay Grade field on a Position tab for an A/R profile or You can even select a completely different Page layout for that profile. This is if you use the profile feature for a user by selecting a specific object setting such as Opportunity and then the field settings. Each field name is displayed and you can choose either a Read or Edit checkbox. This is if you use the Setup|Customize|Opportunities|Field option|Custom Fields & Relationships section|Sales Order field|Set Field-Level security- there is a Visible or Read-Only option. You can also control field-level security through a record type. Watch the video before the exam. CRED vs field-level security: The most restrictive setting always applies - you need to give someone edit capabilities on CRED.

Which accounts are automatically synchronized on Salesforce Classic Lite?

All recently accessed accounts

Similar opportuntiies

Allow 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.

Salesforce Knowledge

Allows Service Cloud users to easily create and manage content known as articles, and quickly find and view articles they need. Requires licensing Users can write, edit, publish and archive articles and attach them to open or closed cases Unlike solutions, users can add new articles and attach those to cases before they are closed. There is also a version number to communicate to the customer. Can be marked as outdated. Admins can configure article types and data categories. Solutions is low cost because it can be maintained. However, it does not evolve. Both Solutions and Knowledge does the following: Integrate with Customer Service Flow Associate with Cases Rich text WYSIWYG Editor Field-level security Authoring WF Multi-lingual support Only Knowledge does this: Multi-dimensional article categorization Audience-specific targeting Synonyms Multiple Article Types Article Previews by Channel Granular publishing controls Chatter Feeds on Articles Email Articles as PDFs View Stats, Rating and Query Analysis Capabilities

An Org You can use the org to prevent users from logging in. All users inherit the default org settings.

An instance of SF being administered. The org contains default app (such as Sales or Call Center) that you see in the Force.com App menu. A deployment of SF that has a defined set of licensed users. Your org includes all your data and applications and is separate from other orgs. It's your database. Financial Reporting & Configuration is unique. Trusted IP ranges - can log in without authenticating Login IP ranges Login hours You can use the org to prevent users from logging in. All users inherit the default org settings.

Campaign Hierarchies

Allows you to group campaigns together within a specific marketing program or initiative to analyze related marketing efforts. Campaigns are associated with one another via a Parent Campaign field. There can only be one parent, but an unlimited number of sibling campaigns. A hierarchy can have a maximum of 5 levels of generations. Campaign members such as contacts and leads can be included at any level. Campaigns are indented to show that they are related. They are listed in descending order based on their hierarchy level. Stats for an individual campaign are in the Campaign Statistics section of the campaign detail page. Aggregate stats for parent and child campaigns are in the Campaign Hierarchy related list. Be sure to use the same currency for accurate reporting. Campaign influencers enable an org to calculate the influence of multiple campaigns on an opportunity. Configure influential campaigns to be automatically added to opps. When automatic association is enabled, influential campaigns are added to opps when a campaign is related to a contact that is assigned a contact role on an opp prior to the close date of an opp. You can set a Campaign Influence Time Frame that specifies the max number of days between the campaign first associated date and opp created date during which a campaign is considered influential.

Record Types You can only assign one page layout per profile though You can assign as many record types as you want per profile.

Allows you to offer users different page layouts and picklist values for different business scenarios based on profiles. Different types of records: billing (A/R) vs. product (agents using cases) that have different fields. You also get to make it easier for a user to not make a mistake when selecting a pick list or to scroll through unnecessary options. Master field on account record called Industry. You can hide fields in the pick list that you don't need. You are streamlining the options that users pick. There will be two different page layouts: billing vs. product You can only assign one page layout per profile though! Why there are different record types: Users can select multiple record types for an object, such as Industry of Billing or Industry of Support. You can assign as many record types as you want per profile.

Track multiple prices for the same product

An admin works for multiple sales teams. One sales team on the west coast wants to track products that have a slightly discounted price. The discount offsets a tax incentive that isn't available to customers on the west coast. The admin can create a price book specific for the west coast sales team. This can be done through the App Launder and a Price Book. When you add a Product, you can select one of the products and a currency. The admin will see the standard price and can then enter a list price that is less than the standard price. The list price is the discounted price that offsets the tax incentive that isn't offered to the west coast customers. For example, standard price of $100,000 and a list price of $98,500. The admin has to mark the price as active in order for it to be available to the sales team. First, create the price book. Second, create the products with the standard price and activate. Third, add the product to the price book and then set the list price.

Which record type can be updated when converting a lead?

An existing opportunity record An existing account record

Which record type can be updated when converting a lead?

An existing opportunity record An existing account record NOT An existing contact record I can't find any documentation on why the contact record type can't be updated. ◦When a user converts a lead, the new account, contact, and opportunity records automatically use the default record type for the owner of the new records.

External lookup: child (standard, custom or external) to external parent External ID field

An external lookup relationship links a child standard, custom, or external object to a parent external object. When you create an external lookup relationship field, the standard External ID field on the parent external object is matched against the values of the child's external lookup relationship field. External object field values come from an external data source.

A user can not log in to SF. The login history shows no fails. What is most likely preventing her from logging in?

An improper user name. It would show up if they are using the wrong IP login.

Indirect lookup: child external to a parent (standard or customer) in SF External ID field

An indirect lookup relationship links a child external object to a parent standard or custom object. When you create an indirect lookup relationship field on an external object, you specify the parent object field and the child object field to match and associate records in the relationship. Specifically, you select a custom unique, external ID field on the parent object to match against the child's indirect lookup relationship field, whose values come from an external data source.

Interaction Log

An interaction log lets Salesforce console users write notes on records that appear on primary tabs. For example, when cases appear on primary tabs, an interaction log can appear so that users can take notes on cases. You can create multiple interaction logs and customize them to display specific task fields for different users to update.

User's profile Question: What is determined by the user's profile? > a. Which tabs and apps are visible in the user interface. b. Which currencies are available to users. > c. What users can do with records of a particular object. d. Which individual records users can view and edit.

Answer: a & c Notes: A profile determines what tabs and apps are visible in the user interface, which record types and page layouts users see, and which fields users can view and edit. A profile also determines what users can do with records of a particular object and what tasks (such as running a report) users can perform.

System admin profile Question: What tasks can be performed by a user who is assigned to the standard System Administrator profile? a. Access a log of the records a user has viewed. > b. Create and assign custom profiles to users. > c. Reset user passwords. d. Delete user records.

Answer: b & c Notes: A user who is assigned to the standard System Administrator profile can configure and customize the application, such as creating and assigning custom profiles to users. The user can also view and modify all data in the organization including resetting user passwords.

Create a new record - profile vs field-level. Question: What determines whether a user can create a new record using a specific record type? a. Field-level security b. Page layout > c. Profile d. Sharing

Answer: c Record types are tied to profiles Field-level security lets you restrict what fields users can view and edit based on their profile. Field-level security restricts access to a field on record detail and edit pages, related lists, search results, reports, and list views. Field-level security is for restricting, not creating.

Answers

Answers is through Chatter and is a self-service support community where users can post questions and receive answers and comments from other users or support agents.

Universal Containers require that support agents take ownership of and respond to incoming cases within two hours of case creation. How can a system administrator automate this process?

Assign cases to a queue and create an escalation rule to escalate cases that have NOT been accepted by an agent within one hour

Which action can a user with the standard system administrator profile take?

Assign feature license to users Assign custom profiles to users Reset all users passwords NOT Delete user record Access a log of the records a user has viewed

A system administrator at Universal Containers created a custom object to capture customer feedback. How can the administrator ensure that users have access to this new object?

Assign the feedback page layout to the appropriate user profiles

Which step must a system administrator take before users can use the Salesforce for Outlook client?

Assign users to Outlook configuration Select syncing direction and conflict behavior

A Profile Settings - see (visible) Permissions - do (creds) See and Do: Apps Objects Fields Record Types Page Layouts Login Hours, IP ranges Tasks: running reports, mass email, import, export, etc. You can add AND restrict with a profile. If you see the word "limit or restrict", think profile.

Assigned to groups of users, such as Sales or A/R. They use SF the same way due to similar job functions. Companies usually create custom profiles. Chatter Profiles (internal and external) are free, but they can't access SF data. They are only assigned to a Chatter profile. Contains user permissions and access settings that control what users can do within their organization. Settings (what users see) Assigned apps - what apps are visible Tab settings - what tabs are visible Record type assignments - what record types are visible, think layouts and picklist such as A/R for billing as opposed to Call Center for product support. Page layout assignments - what page layouts are visible Fields - what fields are visible, editable, can they see salary and SS# Permissions (what users do, CREDS) Object permissions - create a lead Field permissions - add salary or SS# User permissions (app and system) - convert a lead, import solutions, run reports, mass email Custom permissions - edit a position Determines if a user sees SF Classic or Lightning Login hours, for example, you can only login between 8-5 Login IP ranges, for example, if you are in A/R, you can be restricted to only log in to SF at the office. Also, they can't go to another location and log in unless a trusted Login IP is added to their profile. This isn't just for objects. Can you send mass emails, run reports, can you access Chatter, can you export? It's general permissions. You can add AND restrict with a profile. If you see the word "limit or restrict", think profile. If you have one consultant who is working with A/R and you want to limit only their access and hours, you would need to create a separate profile for that individual.

What can an email template contain?

Attached file Text Merge field

Universal Containers uses web-to-case to convert support requests submitted through its website into cases. The support team would like Salesforce to automatically send an email containing password reset instructions to the customer when the case subject contains the words "forgot" and "password". What does the administrator need to configure to meet this requirement?

Auto-response rule NOT Validation rule

Approval Process

Automated process used to approve records. You specify the steps necessary for a record to be approved and who should approve it at each step. Example, when an employee creates a PTO request, an automatic request is sent to the manager. You also specify the actions to take based on steps. Example, if PTO is approved, a step may be to update field on employee record or if rejected, send a notification to the employee. There is an entry criteria Who are the approvers? What can happen once the approval takes place? 10% discount for customers Field called discount If user puts in a discount more than 10%, please send it for approval. 1. Initial Submission Actions occurs and the action locks the record. Users (except approvers and admins) can't change the record while in pending approval. Other submission actions include: sending an email alert, updating a field on a record, creating a task and sending an outbound message. Approval steps assign approval requests to various users and define the change of approval for a particular approval process. Example: assign to the user's direct manager. You can have more than one approver. You can have delegated approvers. Managers or whoever is approving, can do approvals in SF on the home tab. You can alert them using an email or a chatter post. A manager can do it right through the email or chatter post and they don't have to log back in to SF. There can be multiple steps of approval. The admin has to set up the final approval actions. Final approval actions occur only when a record is approved and there are no further approval steps to go through. Are you going to approve it? If so, it unlocks the record for future updates and notifies the employee who made the request. Or, are you going send it back, do recalls (pull it out of the approval process to change the percentage) and what happens if you reject it? Send it back for adjustments and resubmit or just reject it. Also, there are records that can be skipped based on certain criteria. Draw out a business process prior to trying to automate one. This makes configuration easier. 1) Email templates need to exist prior to creating an approval process. 2) Next, custom fields need to be created that trigger the approval. 3) Create the approval process. Consider adding the Items to Approve related list to your home page layouts.

Which is a feature of Chatter

Bookmarks Feeds Recommendations

Workflows vs. Process Builder

Both are an automatic alert

Salesforce Communities

Branded spaces for employees, customers and partners to connect. You can customize and create communities to meet your business needs, then transition seamlessly between them. Share information and collaborate with people outside your company. Drive more sales by connecting your employees with distributors, resellers and suppliers Deliver world-class service by giving customers a place to get answers Manage social listening, content, engagement and workflow all in one place Use SF functionality and tabs, or a preconfigured template. Customer support, self-service or marketing are examples of use cases. Estimate the size for licensing requirements. Publicly available for users without licenses Customization options: Community Builder and Force.com sites: Visualforce to customize the out-of-the-box community tabs. Community builder with templates.. Minimal configuration in Site.com Enable global header for employees or internal users that will be members of a community. You can switch back and forth between internal org and community.

What feature allows a user to group campaigns within a specific marketing program or initiative?

Campaign hierarchy NOT Campaign influence

What standard object has a one-to-many relationship with the account object?

Case Contact Opportunity NOT Lead Campaign

What are different types of sharing rules?

Case Sharing Rules Lead Sharing Rules Custom Object Sharing Rules Account Sharing Rules NOT Solution Sharing Rules

Universal Containers outsources its first tier of customer support to a partner. What can be used to identify all individuals who contribute to resolving a case?

Case Teams

Community application

Case Teams - allows case owners to grant additional access to their cases and related records. Members can be users, contacts or predefined case teams. Get input on complex cases. Specify the roles for team members with case access of read/write or read only. You can have different tiers. Case Feed enhances case management by creating, reviewing and updating cases. Enable chatter and case feed in support settings Add 'use case feed' to a new or existing permission set See case from creation through completion Highlight panel at the top of each page You can do the following: -answer customer -log a call -write internal note -change status -view case details Search for articles and email those directly to customers Feed filters include: -all updates -emails -portal answers -call logs -internal notes -status changes -tasks and events Shows other agents following the call You can also create email alerts for case teams and configure assignment rules to automatically add case teams to cases. Users will see completed calls and interaction log entries in case's feed.

Sales representatives at Universal Containers should be notified any time support cases related to accounts they own change status. How can the system administrator accomplish this?

Create a workflow rule to send an email alert to the account owner

Case management

Case processes: How are cases created, managed and resolved? Recent Cases and All Open Cases Starts on Accounts and hovers over cases. Enters contact info. Select case origin to phone, identifies problem and selects products being used. Solve the case, change status to working. Use Solutions hover link and suggested solutions. Attach solution to case. Explain solution and end the call. Wrap up by using activity history and adds log a call. Enter notes and saves task. Return to case detail and resolves. Enters closed status and saves. You can then review the case history. Case is a feedback, problem or question. Case owner, number and associated with parent case. Agents use related lists Case origin: product support, inquiry or billing support using phone, email or website. Email support > email to case > case is created: automatically created Cases are managed 1) Case is assigned by sending to a product support queue or a support rep 2) Identify & Communicate Resolution - search Solutions or collaborate with coworkers via Chatter 3) Resolved? - communicate with customer. If resolved, log case notes and close the case. If not closed, notify manager and escalate the case. Case is reassigned to another queue or person and process starts again. 4) Case is closed Support Processes: Detail the values for the Status field on cases. The case Status field identifies the high level point in the case lifecycle: New, Working, Escalated, Bug Logged, Bug Fixed, Closed. Inquiry Process: New, Working, Closed Record types allow you to offer users different page layouts and picklist values for different business scenarios based on their profiles. Record type of Product Support and Inquiry Inquiry Case Layout will have Types of Product, Shipping, Warranty and Other. Case settings Case comments

Case team

Case teams help groups of people work together to solve a case, such as a support agent, support manager, and a product manager. If your admin has set up case teams, you can add people to the Case Team related list on cases. When adding a team member, choose one of the predefined roles that the person plays on the case. Roles determine the level of access to a case, such as read-only or read and write access. You can add contacts to case teams, but they can only access cases when they're enabled as customer portal users assigned to case page layouts. Customer portal users can't update case teams or view case team roles. Case teams aren't available for the partner portal.

What record type is used for records created through web-to-case.

Cases use the default record type of the default case owner. Examples of record types are Problem, Feature Request, Question

What can an administrator assign to both Ideas and Answers?

Categories

Data is not lossed when changing fields from the following types

Changing from a Number field to a text field.

What is the best way to give a profile access to a custom object?

Clone a standard profile and grant additional access. NOT Create a new profile and grant access Edit a standard profile The key here is 'additional' access

When converting a lead, what values are transferred to the Opportunity?

Close date = last day in fiscal quarter Stage = first stage in list

Master-detail No owner field on detail records - shows owner of master record. Thus, no sharing rules, manual sharing, or queues. Detail inherits master's permissions. Master-detail relationship field is required on the page layout of the detail record.

Closely links objects together such that the master record controls certain behaviors of the detail and subdetail record. For example, you can define a two-object master-detail relationship, such as Account—Expense Report, that extends the relationship to subdetail records, such as Account—Expense Report—Expense Line Item. You can then perform operations across the master—detail—subdetail relationship. Behaviors of master-detail relationships:◾Deleting a detail record moves it to the Recycle Bin and leaves the master record intact; deleting a master record also deletes related detail and subdetail records. Undeleting a detail record restores it, and undeleting a master record also undeletes related detail and subdetail records. However, if you delete a detail record and later, separately, delete its master record, you cannot undelete the detail record, as it no longer has a master record to relate to. ◾By default, records can't be reparented in master-detail relationships. Administrators can, however, allow child records in master-detail relationships on custom objects to be reparented to different parent records by selecting the Allow reparenting option in the master-detail relationship definition. ◾The Owner field on the detail and subdetail records is not available and is automatically set to the owner of the master record. Custom objects on the "detail" side of a master-detail relationship can't have sharing rules, manual sharing, or queues, as these require the Owner field. ◾Detail and subdetail records inherit security settings and permissions from the master record. You can't set permissions on the detail record independently. ◾The master-detail relationship field (which is the field linking the objects) is required on the page layout of the detail and subdetail records. ◾The master object can be a standard object, such as Account or Opportunity, or a custom object. ◾As a best practice, don't exceed 10,000 child records for a master-detail relationship.

Which of these objects can you map a field to on lead conversion

Contacts Account Opportunities

Sales representatives at Universal Containers need to view the number of open opportunities related to each account on the account record. How can a system administrator accomplish this?

Create a roll-up summary field

A marketing manager needs to view summary metrics across a set of related campaigns. How can this be accomplished?

Create a campaign hierarchy and include the related campaigns

Which of the following fields CANNOT be a controlling field for Dependent pick lists?

Custom Multi-Select picklist

A system administrator created a custom object for a recruiting application to track open positions. The administrator needs to give recruiting users the ability to read, create, edit, and delete position records. How should the administrator proceed?

Create a custom profile and enable custom object permissions

Which of the following fields CAN be a controlling field for Dependent pick lists?

Custom checkbox Standard picklist Standard checkbox Custom picklist

Universal Containers is capturing a percentage discount directly on an opportunity record. Sales management needs to include the discounted opportunity amount in pipeline reports. How can the system administrator make the discounted amount available?

Create a formula field to calculate the discounted amount. NOT Create a cross object formula field to calculate the discounted amount.

A system administrator at Universal Containers needs to mass update the lead source of opportunity records. How can this be accomplished?

Create a list view for opportunities and update using inline editing Export opportunities and update using the data loader NOT Use similar opportunities to update the opportunities Export opportunities and update using the import wizard

Workflow rule for case

Create a new case Create a workflow rule Specify the rule criteria Add the workflow action Activate the workflow rule

CRED

Create Read Edit Delete Standard profiles are a base that are cloned and given a new name. Standard profiles cannot be deleted and permissions cannot be edited. You can't use CRED with standard profiles and objects. You can clone or customize standard profiles. You can update the CRED for custom profiles and objects and delete those. The minimum CRED to access a record on an object is Read.

The marketing team at Universal Containers wants to send an email to each lead received from its website. The country of the incoming lead should determine the language of the email that will be sent to the lead. How can a system administrator automate this process?

Create an email template for each language and an auto-response rule to send the appropriate template

Universal Containers set the organization-wide defaults for cases to private. When a case is escalated, case ownership changes to a Tier 2 support agent. How can a system administrator give the sales operations team read/write access to all escalated cases?

Create an ownership-based sharing rule

List views

Create and Save lists. Filter (up to 10) on specific fields or fields (up to 15). Specify which groups of users have access. Print list views. Edit records in list view. Follow records and view related Chatter posts.

Universal Containers wants to capture the invoice number and account credit score for billing cases. How would an administrator accomplish this? Does scoring tie to a validation rule always?

Create custom fields Create a validation rule NOT Create a page layout another mean question

Which functionality is available when enhanced lists are enabled?

Create new records from a list view Edit multiple records directly from a list view NOT Edit dependent picklists inline from a list view

A sales manager would like to view a dashboard from the perspective of different users and switch between users without editing the dashboard. How would an administrator enable this?

Create the dashboard as a dynamic dashboard Grants the sales manager the "View My Teams Dashboard" permission. NOT Grant the sales manager the "Drag-and-Drop Dashboard builder" permission or the Grant the sales manager the "Manage Dynamic Dashboards" permission

Sales management at Universal Containers needs to display the information listed below on each account record. Amount of all closed won opportunities. Amount of all open opportunities. Which feature should a system administrator use to meet this requirement?

Cross- object formula fields NOT Roll-up summary fields I don't get this one

Universal Containers uses a custom field on the account object to capture the account credit status. The sales team wants to display the account credit status on opportunities. Which feature should a system administrator use to meet this requirement?

Cross-object formula field NOT Rollup summary fields Lookup field

Formula fields Custom fields that are read-only and do not display on record edit pages. Not editable, only calculated.

Custom fields that are read-only and do not display on record edit pages. Not editable, only calculated. Not searchable or available for lead conversion or the weekly export service. There are simple and advanced formula tabs. Text formula has to be advanced. Example is commission. Cannot reference encrypted, description, or custom long text area fields.

Custom summary formulas in reports

Custom summary formulas can be used in a report built from a custom report type. Custom summary formulas can reference a formula field within a report.

Service cloud

Customer Support for Call Centers: -improve agent productivity -reduce cost -higher customer satisfaction Create, manage and resolve cases Use call center and application settings Process automation Support analytics Uses the following: Email Call Scripting Search Partners Contracts and Entitlements Reports & Dashboards Social Customer Service Live Agent Social Contact Center Self-Service Communities Collaborative Knowledge Social Analytics

Where can Salesforce Knowledge be accessed?

Customer and Partner portals Related list on case records NOT Documents tab Chatter Knowledge tab

Which component can be included in a custom home page layout?

Dashboard components Messages and alerts Pending approvals list NOT Trending chatter topics Analytic snapshots

What must a system administrator consider when setting up the running user for a dashboard?

Data access permissions determine what data the users can view in the source reports The running user determines the data displayed in the components on the dashboard

What is affected by changing the default locale setting for an org?

Date fields NOT language timezone currency

Prevent a user from accessing data if they have left the company.

Deactivate You can transfer after deactivated. You can't deactivate if the user is a running user for a report or a dashboard. Use Freeze if you can't deactivate to prevent user from logging in. You can take your time with deactivating by using the Freeze, especially if you are on vacation or if you want to wait until a replacement has been hired. Once you have completed the process, you want to deactivate to free up a license.

Grouping by Date fields

Defaults to Day GROUP DATES BY: Day Calendar Week Calendar Month Calendar Quarter Calendar Year Fiscal Quarter Fiscal Year Calendar month in year Calendar day in month

The sales operations team at Universal Containers needs to be able to read, edit, delete, and transfer all records owned by sales representatives. How can a system administrator meet this requirement?

Define a role hierarchy where the sales operations role is above the sales representative role REMEMBER - This is the only sharing tool where you are transferring and giving full CREDS to others who are above you in the chain of command. NOT Manually share all records owned by sales representatives with sales operations

What should a system administrator consider when deleting a custom field?

Deleted fields and values can be restored from the recycle bin within 15 days Field values should be archived before a field is deleted Fields used in workflow and assignment rules cannot be deleted NOT Fields must be removed from the page layouts after being deleted Existing field values must be transferred to a new custom field

Solution management

Detailed description of a customer issue and the resolution of that issue. Search for existing reasons and solutions or create new ones. Assign to a case Cases may have multiple solutions. Solutions restate the problem, identify the cause and provides an answer. Status is Draft or Reviewed Solutions can be viewable in 1) self-service portal or in 2) public knowledge base Solutions are related to cases, solution history and attachments. Solution Categories allow you and your users to group similar solutions together. Examples of Internal Solutions: 401k Solutions, Finance Solutions, Expense Report Solutions. On sample test: Solutions can be categorized to improve search results. Solutions can be assigned to multiple categories. Solutions cannot be exposed to customer access from sites and portals. Solutions do not require additional licenses with the Service cloud. What features of SF knowledge might benefit an implementation: Support agents can see which article version was shared with a customer. TRUE A support agent can create an article while still working on a case. TRUE Solution categories allow for more readable, consistence and relevant articles. FALSE Articles can be exposed to customer access from sites and portals. FALSE You can manage solution categories for a solution manager by selecting the 'Define and modify solution category' settings option as an App Permission. You also have to 'Enable Solution Browsing' on the Solutions tab home page. Admin can work with Solutions and their categories. Products - list of solutions All Solutions might have Product Solutions and Internal Solutions. You can add sub categories under Product Solutions such as Laptops, Desktops, Printers. Then you can add solutions to categories, such as frozen keyboard for all three solution categories. Settings: Enable email to case Notify case owners on new email Enable HTML email Insert Thread ID in the email subject Insert Thread ID in the email body Place user signatures before email threads Processes: are these the email templates and auto response? Case Comments let you and your support agents add, edit and delete public and private comments on a case. All comments appear in the Case Comments related list. Comments can remain private or be made publicly to a cases' contact on the Customer Portal, Self-Service portal or Chatter answers. You can also set up your portal or Web community to let customers comment on their cases. When a user adds a comment, the case owner receives an email.

Which permission is required to install and uninstall packages from Salesforce AppExchange?

Download AppExchange Packages

Salesforce Installation and Synchronization with Outlook

Downloadable from App Store for iOS devices and Google Play for Android. Security might block download so check with SF admin. You need a username, pw and the URL to your SF org. Login is preconfigured to access the org's production SF site. You can also use single sign-on page and sandbox. You might have to enter a label such as My Login page or the name of the sandbox. Android might require you to change server and add connection and then apply. You also need web address to start with https://. Manual vs. Automatic synching: Manual - sync only the outlook items | Select - such as contacts, events and tasks. You assign those to the Outlook CATEGORY Sync with Salesforce Automatic - sync all outlook items such as contacts, events and tasks. This is a two way sync. When you install there are a few categories added to the list of Outlook Categories. Create Category Search Folder Added to Salesforce Added to Salesforce as a case These two categories above are added when Add Email and Create Cases are enabled Sync with Salesforce This category is added when Manual sync method is selected Don't sync with Salesforce This category is added when Automatic sync method is selected Sync set to Automatic (Sync all Outlook items) - Category of Don't Sync with Salesforce Sync set to Manual (Sync Only the Outlook items I Select) - Category > Added to Salesforce, Added to Salesforce as a case, Bill, Cafe, Exchange, Sync with Salesforce, All Categories Admins can control the Sync Method from your Outlook Configuration by checking the box for SET DEFAULT SYNC SETTING TO SYNC ALL OUTLOOK ITEMS and also prevent users from changing the sync settings by checking the box DON'T LET USERS CHANGE THEIR SYNC SETTING You can also prevent certain records from being synchronized by marking them as private. There is a private icon. The sync occurs in the background. The red icon will spin. Events and Tasks sync automatically every 10 minutes, unless there is inactivity. Then it's every 30 minutes. Contacts sync automatically every hour. 2 hours inactivity, everything changes to hourly, after 4 hours, changes to every 4 hours. Tasks sync based on date range and configuration. Not all tasks are synced. Tasks that don't sync: Recurring outlook tasks to SF Completed tasks, if marked as completed before SF for Outlook syncs Emails or contacts added to your to-do list when you flag items for follow-up. After a task is added to SF, you can assign it to other records using the My Unresolved Items page or the Related To and Name fields on the task record. The task is added to the associated record's Activity History or Open Activities related list.

Drag and drop Dashboard Builder

Drag components and reports onto the dashboard canvas Edit the components and the dashboard properties through overlays on top of the dashboard Saves separately from reports

What is a valid relationship type between objects A and B when defining a custom report type?

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

What relationship can be selected in a custom report type where Accounts is the primary object and Contacts is the related object?

Each account may or may not have related contacts NOT Each contact must have a related account Mean question Contacts might not be associated with accounts ever, or they might be associated in the future. Also, employees change companies.

Which customization option is available for standard fields?

Edit picklist values for standard fields. Rename standard field labels in the user interface Remove no required standard fields from page layout NOT Change the field type of standard fields

Which field type can be used as an external ID?

Email field Number field Text field NOT Formula field URL field

What item appears in a user's My Unresolved Items after synchronization using Salesforce for Outlook?

Emails not associated to a record Contacts not assigned to an account

Which setting can a system administrator control in the Salesforce user interface?

Enable enhanced list views Enable hover details Enable spell checker

Email templates

Ensures company branding is consistent and saves users time. Emails templates need to be set up for: Web-to-lead Web-to-case Email-to-case Assignment rules Escalation rules Auto-response rules Workflow Processes These are saved in folders under My Templates or Email Templates under Administration Setup. You can create new templates in any Read/Write folder you have access to.

Multi-day events

Events that end more than one day after they start. Access the UI Setup > Activity Settings > Enable Multiday Events.

When are validation rules applied when using Salesforce for Outlook?

Every time data is synchronized with the server

In dynamic dashboards, the source reports used can vary according to the user

FALSE

Universal Containers has certain customers that must be placed on the Do Not Contact (DNC) list. A system administrator needs to ensure that sales representatives do not contact these customers. Which steps should the system administrator take to enforce this requirement?

Filter the DNC contacts from mass email list views shared with sales users Remove the phone number and email address fields from the contact page layout for DNC contacts Add the Do Not Contact field to the contact layout and make it visible for all sales user profiles. NOT Make the DNC contact records private to all sales users - this implies to me that none of them would be able to see the actual records, but maybe they still want some of the data to be available. If you made it private, then none of the non-contact data would be available.

Running user

Fixed or dynamic Fixed is selected when creating dashboard. If you select Allison Wheeler, no matter who you are, you will see summary data at her level. You will see everything in the company. Dynamic allows users to see data they have access to. Whoever I am when I log in, I will only show you what you have access to and those beneath you. Only summary data. What you own and have access to. Profile permission to managers who have access to what they need. Managers can click and change to one of their team members dashboards. Selected: by authorized users viewing the dashboard. Another way of saying dynamic is a dashboard displays data based on the user VIEWING it, rather than a specified running user. You do not need to create multiple dashboards for different users. This is complicated and limited by Edition. Sometimes, whoever logged in last is what is displayed. This may allow users to view summarized data they do not normally have access to. However, when users click on a dashboard component, they only see their own data in the resulting report, not all the data visible to the running user. All currently open opps and their amounts: If data is private, schedule reports and email it and make the manager the running user if all the reps need access. Dashboards are summary and do not show data or individual records. Running user - to open access to other users. Determines which records or summary data is available. There are dashboard filters: You can add up to 3 to allow users to view different subsets of data on the same dashboard. You can filter on a single field common to all components on the dashboard Add up to 10 filter options for users to select when viewing the dashboard

A sales user at Universal Containers has updated the opportunity stage for an opportunity in the pipeline. What may be updated as a result of the status change?

Forecast category Probability If the stage of an opportunity changes, the probability and forecast category also change.

Charts

Graphical representations of the data in the summary rows or columns of a report - not the detail.

Which type of chart can be used to display summary values from two different levels of grouping in a report?

Grouped line chart Stacked bar chart

What can be modified on standard object fields?

Help text Default text Picklist values NOT Label - this is confusing in that in the question above you can rename the label. Field Type

Conditional highlighting

Highlight up to 3 summarized or summary formula values in different colors depending on where they fall in relation to a specified range.

Field-level security for an account number to visible Read-only for a sales profile: CRED Question: Universal Containers pushes an account number from an external accounting system into Salesforce. Sales users must be able to view the account number in Salesforce, but must not be able to modify it under any circumstances.

How can a system administrator meet this requirement? > a. Set the field-level security for account number to visible and read-only for the sales user profile. b. Set the account number field to read-only on the page layout assigned to the sales user profile. c. Remove the "Edit" permission on the account object for the sales user profile. d. Set the organization-wide default settings for accounts to read-only. Answer: a Remember that fields are columns

Record Types and Business Processes

If you use record types on these four objects, you also have to have business processes: Leads - Lead Status field - this is called a Lead Process Opportunities - Stage field - this is called a Sales Process Cases - Status field - this is called a Support Process Solutions - Status field - this is called a Solution Process The fields are called master fields. Exam will require you to know that the business process of Sales Process has to do with Opportunities! Know these by heart. ◾These special picklist fields aren't available for record types because they are used exclusively for sales processes, lead processes, support processes, and solution processes:◦Opportunity Stage ◦Case Status ◦Solution Status ◦Lead Status ◾These campaign member picklists aren't available for record types:◦Status ◦Salutation ◦Lead Source Business Process is a life cycle that has a beginning and an end. Where are you in the process? Is it open, closed, escalated? You must create at least one business process before you create a record type. Business Process is a field. Not all record types have associated business processes, only the four listed above. You choose the values that you want to see in the pick list. Selling to a business vs a consumer has a different life cycle. Record type = Product Support or Record type = Billing Support There might be a bug field for the Product Support record type with feature and request as pick lists. There might be an invoice with a late charges disputed, etc. as one of the pick list options for Billing Support report type field. Create new fields such as invoice # and credit status. Field level security only available for A/R, executive users can have visibility as opposed to the ones who need the Product information. There is a wizard for the page layout that you choose. Last question is all the pick lists that you want to customize. Do you want to add or remove any fields? There are master record types and custom record types. The master one includes all values in the pick lists and then the record types are the custom ones.

Product Schedule

If you're an admin or sales operations manager, you can create default schedules for products and schedules for individual product line items on opportunities. A quantity schedule determines when a product is delivered. A revenue schedule determines when a product is paid for. A default schedule is associated with a specific product in a specific price book. Every time the product is added to an opportunity, the default schedule is used. You can override the default schedules on any opportunity. You determine which types of schedules your Salesforce org can use and which types of schedules can be established for each individual product. A quantity schedule is suitable if your customers pay once but receive the product in increments, for example, as with an annual magazine subscription for a monthly magazine. A quantity schedule defines the dates, number of units, and number of installments for payments, shipping, or other use as determined by your company. A revenue schedule is suitable if your customers make regular payments but receive the product once, for example, if you sell customized products that are charged in installments but delivered once. A revenue schedule defines the dates, revenue amounts, and number of installments for payments, recognizing revenue, or other use. A revenue and quantity schedule is suitable if your customers receive their orders on a delivery schedule and pay for the products using a payment schedule, for example, a monthly product subscription that's paid for monthly. A default schedule is suitable if all your customers make product payments on the same timetable or you deliver products on a regular schedule. If you typically customize schedules, there's no advantage to creating default schedules.

What can a marketing user do using the Manage Members button on a campaign record?

Import new leads and associate them with the campaign Associate existing contacts with the campaign NOT Associate existing opportunities with the campaign

When importing data, what happens if some records do NOT meet the data validation criteria?

Import process fails only for the records with invalid data NOT Import process ignores the data validation criteria Import process aborts when it encounters the first invalid record Import process requires user authorization to import the invalid records

Company profile

Imported from the signed contract. Users automatically inherit the company defaults. You can modify personal locale for different languages and time zones. Company information: name and address, primary contact, default locale, default currency, storage used and licenses available Financial information: Fiscal year and currencies Support information: Business hours and holidays Local settings: Time Zone Locale Currency Standard or Custom fiscal year? Fiscal year uses the Gregorian calendar, a 12 month year. If you select Jan 1, it starts on Jan 1st. Fiscal year might runs July 1st through June 30th. This is where you are determining the starting and ending months. Custom fiscal year might be a 13-month fiscal year or 13-week fiscal quarters. It might not start on the first day of the month. This has to be enabled by SF and once set, you can't change it. Single currency by default. Multiple currencies has to be requested and activated. Admins set the corp currency and activate new currencies New users inherit corp currency, but can set their own personal currency New records inherit a user's personal currency which can be changed Leads, accounts, contact, opps and cases display currency amounts in the currency of the record and optionally of the user. Multi-currency allows just one exchange rate per currency by default. When you update an exchange rate, you are updating the converted amount on all records. Use xe.com to see what the dollar equals the euro, copy into the conversion rate. When using exchange rates ranges, you lock the converted amount on the close date. You don't want to change historical rates. Each new exchange rate should have a different start date. Opportunities use the rate that corresponds with the close date.

Which profile is NOT a standard profile?

Invoice Manager

Cross-object formula read-only

It allows you to take fields from parent records and display those on child records as read-only so that you only have to maintain data in one place. Changes or updates on the parent records are automatic and will appear in the child records. Up to 10 parent levels. Example is a Region field such as northwest on the account. If that account object is linked to an opp object and the region field is on the opp object, it will display northwest. If someone changes the region to southwest on the account, it will appear as southwest in the opp

Which statement about Mobile Lite is true?

It must be enabled by an administrator It is available to users without a mobile license

What is true about a dynamic dashboard?

It will show DATA according to the user's security settings NOT refresh automatically several times a day used if a user wants to customize the dashboard

Manage events

Keep on top of customer relationships and closing deals. Relate events to opps, leads, accounts and contacts. Track on records, in your calendar and in reports. Create, update and track meetings using the Home page, your calendar or calendars you create, the Kanban Board, or the activity timeline. Kanban board is a view for Custom Objects, but only for Opps. You can track, create, and update your own and others' meetings and invitation responses in different locations in SF. Display events in activities list view and calendar views, chatter feeds and records that events are related to, such as contacts and accounts. You can also track events in reports.

What does the login history show?

Login time Source IP Login Type such as Application Status such as Lockout or Invalid Password Application such as Browser Login URL such as login.salesforce.com Location such as US

Which task can a delegated administrator perform?

Manage users within specified roles Log in as a user who has granted login access Manage specified custom objects NOT Create new user profiles Reset passwords for all users

What permissions are needed to import leads and contacts to a Campaign

Marketing user checkbox and profile NOT just marketing user profile

Object Relationships

Master-detail Many-to-many Lookup External Lookup Indirect Lookup Hierarchical

Where can conditional highlighting be used?

Matrix Reports Summary Reports

Salesforce1 Capabilities

Mobile app that you can use while out of the office. Same access to your SF data that is on your desktop. Also available as a mobile browser app - interface uses a different set of colors. Can be used with classic and new UI Lightning Three lines in the top left hand corner is the Navigation Menu. The items you see and how they are arranged is based on what is in your org, what you have access to based on your user permissions and profiles, and how your admin has configured the navigation menu. Default menu includes: 1) Feed if chatter is enabled. There are also separate items for People and Groups. 2) Today: review account and contact info before meetings, instantly join conference calls, quickly log notes about events and more. 3) Productivity apps and your org's page: notes, task lists, SF events, dashboards and reports, and your company's custom pages and apps. 4) Recent: list of objects you've accessed recently. If you have no history, then you'll see Accounts, Cases, Contacts, Files, Leads, and Opps. These are defaults. Dashboards, groups, notes, people and reports also appear in this section. It can take up to 15 days for objects that you work with regularly to appear in the Recent section. To speed this up, pin them in your search results in the full SF site. 5) Help: specifically for SF1 You can return to a previous page, refresh a page and use Actions. Actions include creating records, logging calls, and other common tasks. Action bar is at the bottom of the page with a set of actions relevant to that page. List views, task lists and related lists on records let you perform actions on specific items in the list. The action bar and list item actions show the 3 or 4 most relevant actions for the page you're viewing. Actions depend on where you are in the app. The handy Switcher allows you to switch between different SF accounts/environments by clicking Add new account.

Field-Level Security Profile: Visible or Read-only Field: Read or Edit

Most restrictive Fields Page Layout You can restrict what fields a user sees and edits, such as SS# or salary. This might be based on job function. Does not appear on record detail, edit pages, related lists, search results, list views or reports. Even if a user has Edit access to a field, they also have to have Edit access to the object. Two ways to do field level security: Set a field's security for multiple profiles, such as a Payroll or Recruiter vs. a Sales user with Visible/Read-Only for Payroll and deselecting that option for Sales user or Set a profile's access to multiple fields such as an A/R user field permission such as Amount or Approval Status of Won as Read or Edit.

SoftPhone

Notifications in the side bar Call routing Screen pop up tool with customer information Customers can select a button such as 1 for product support or 2 for inquiries and then those calls are routed appropriately. The support report can see information on who is calling: name, number, duration, city, caller id. Agents can put call on hold, transfer, conference, new line. Inbound and outbound calls can be customized and assigned to call center reps. This tool can be customized.

Record Access - this is for records that you do not own This is how you begin to open up records. View and edit, not delete

OWD Role Hierarchy Sharing Rules Teams Manual Sharing ORSTM This is how you begin to open up records. View and edit, not delete

Ideas and Answers

Once you have category groups, you can add data categories to help agents classify and find articles, questions, or ideas.

Service Cloud Console

One screen case management app for call center agents. This can be used to decrease the number of screens that agents have to use with less clicks and scrolling. Includes an interaction log and a softphone link. The softphone link is in the footer instead of a sidebar. Case, Account, and Contact tabs are on one screen.

Sharing Rules This is the Lateral access model - You open access to a role to the right Ownership based vs. Criteria based You can give them read-only or read/write.

Open Up Access This is the Lateral access model You open access to a role to the right These are a lot of records that you want to share There are two types: Ownership based vs. Criteria based. Share with Public groups, roles & roles and subordinates You can give them read-only or read/write.

Role Hierarchy - roll up to the next level You are giving ownership privileges. This is the only sharing tool where you are transferring and giving full CREDS to others.

Open Up Access This is Vertical access model You build out this tree You can assign people to roles and then anyone who is above someone gains access. Those records roll up to the next level. You are giving ownership privileges. This is the only sharing tool where you are transferring and giving full CREDS to others.

What can be transferred from one user to another user during a mass transfer of account records?

Open activities Open cases Closed cases NOT Related custom object records Closed activities

Universal Containers set the organization-wide-default setting for opportunities to private. Which records will an opportunity pipeline report return?

Opportunities owned by the user running the report and the users below them in the role hierarchy

OWD This is for records that you do not own in each object. OWD restricts, everything else opens up.

Organization-wide-defaults. This is for records that you do not own in each object. Setting baseline for sharing settings Restrict access: Public Read/Write - most open and the default Public Read-only - not one person in the company who can't see this, but they can't edit Private - even one person that shouldn't have visibility, such as Opportunities. Only the owner can see this. You might have permission, but you will only see what you own. If you set records to Private and only owners can see this, it might upset upper management since they are locked out. OWD restricts, everything else opens up.

Salesforce Content

Organize, share, search, and manage content within your org and across key areas of SF. Includes all file types from PowerPoint to audio files, Web pages and Google docs. Rather than keep files in folders, use libraries and classify by department name, job function or team and configure user permissions. Authors assign descriptive labels called tags to help classify and organize content. Content pack is a collection of related documents or files that are stored as a group in SF.

Email template options

Plain text: Best practice. Safest type of email since it doesn't contain HTML code or large graphic files. Also, not all mobile devices display HTML correctly. HTML using letterhead: letterhead has to be set up first. Custom (without using letterhead). You can create HTML email template without having first created letterhead. Visualforce: leverage custom app controllers in order to render highly customized content. Creating a template: Chose template type Enter template info Enter content Create text-only version

Scatter charts

Plot two numerical summaries against one another to visualize the correlation between values for a particular grouping on a report. X record count Y average stage duration Plot opp stage duration against the number of related activities. How many records are there for prospecting? - 7 records for 20 average stage duration How many records are there for value proposition? - 3 records for 40 average stage duration

Data validation before the Save happens.

Prevents bad data from coming in the system, and you have to give the user a reason why. Write what you don't want to happen. Change the information before you can save. System data validation vs custom validation rules force users to enter a value or prevents duplicates: System data involves setting simple field properties to ensure valid data entry: field data type, required field, unique field. all page layouts, cannot be hidden, editable on all profiles, not for check boxes. Custom validation rules allow you to enforce more complex conditions involving one or more fields specific to business processes. Stops dupes, causes errors, email, number and text fields only, text fields are case-sensitive. Example: Discounts can not exceed 20 percent. Uses Boolean statement to evaluate data. The rule has to equal TRUE and stop the save. Custom error message. You have to change the value before saving. Examples: Make fields conditionally required. If you are in the negotiation stage, the user can't move forward without completing additional fields. Prevent sales reps from back dating a Close date. Enforcing a user to enter 16 digits for a credit card #. Consultants cannot charge more than 60 hours a week on a time sheet.

Probability Assumption: tied to a validation rule

Probability percentages are assigned to each opportunity based on the stage

What should a system admin use to disable access to a custom app for a group of users?

Profiles

Which statement about public groups is true? (Choose 2)

Public groups can be used when manually sharing a record Public groups can be used in sharing rules Public groups cannot be created by any user. They are defined by admins.

WF that contains task with multiple users

Question: A workflow rule contains an action that sends a task to a role called Global Sales Managers, which includes multiple users. When the workflow rule is triggered, to whom will the task be assigned? a. All users in the Global Sales Managers role. > b. The owner of the record that triggered the workflow rule. c. A single user in the Global Sales Managers role. d. The default workflow user. Answer: b Notes: A single workflow task cannot be assigned to multiple users. If a task is assigned to a role that contains multiple users, the task will be reassigned to the record owner instead.

Sharing model determines what records a user sees

Question: AW Computing uses a private sharing model for opportunities. What opportunities will a sales rep see when he drills down to an opportunity source report from a dashboard component? a. Only opportunities that the running user of the dashboard can access. b. Only opportunities that the sales rep can access. > c. Only opportunities that the running user of the report can access. d. All opportunities in the organization. Answer: b Notes: The sharing model determines what records a user can view when running a report. A sales rep can only see opportunities in a report that he has access to based on the sharing model (ownership, organization-wide defaults, sharing rules, teams, and manual sharing).

Email an account owner for high priority case

Question: AW Computing wants the account owner to be notified when a high priority case is created for an account. How can an administrator accomplish this? a. Create a workflow rule to send an email alert to the account owner. b. Enable field history tracking to send an email alert to the account owner. c. Create an escalation rule to notify the account owner. > d. Create an auto-response rule to send an email alert to the account owner. Answer: a Notes: An administrator can create a workflow rule to send an email alert to the account owner. The workflow rule will evaluate if the case Priority equal High when a case record is created. If the case meets the criteria, an email alert will be sent to the account owner.

Submitter should receive customized email based on the lead source

Question: AW Computing wants to automate leads using a web-to-lead form. When a potential customer submits the form, the submitter should receive a customized email based on the lead source. How can an administrator meet this requirement? a. Map custom fields on the Lead object to custom fields on the Contact object. b. Create assignment rules that email the submitter based on the lead source. > c. Create auto-response rules that send a different email for each lead source. d. Create a workflow rule that uses different email alerts for each lead source. Answer: c Notes: An administrator needs to create auto-response rules that determine which email template to use based on the lead source.

Delete incorrectly imported records

Question: An administrator at AW Computing incorrectly imported a set of records into Salesforce. Which tools can the administrator use to remove the records from Salesforce? a. Salesforce roll-back > b. Data loader > c. Mass delete records d. Data Import Wizard Answer: b & c Notes: An administrator can delete records using data loader or mass delete records. As a best practice, an administrator should perform a back up before deleting records.

Limit the data to only show accounts where the annual revenue is greater than 5 million dollars

Question: How can an administrator limit the data in a report to only show accounts where the annual revenue is greater than 5 million dollars? a. Sort the report by the Annual Revenue field. b. Summarize the report by the Annual Revenue field. c. Group the report by the Annual Revenue field. > d. Filter the report by the Annual Revenue field. Answer: d - key is filter Notes: An administrator can create a field filter to only show accounts where the Annual Revenue field is greater than 5 million dollars.

Prevent a former employee from logging in to SF

Question: How can an administrator prevent a former employee from logging in to the company's Salesforce organization and free up a user license? a. Delete the user record. b. Overwrite the user record. c. Freeze the user record. > d. Deactivate the user record. Answer: d Notes: An administrator can deactivate the user record and maintain the inactive record. Deactivating a user record maintains the integrity of historic data, prevents the user from accessing Salesforce, and frees up a user license. Record ownership can be transferred to new owners using the mass transfer tool.

Chart that displays opportunities grouped by stage and then by region.

Question: Sales executives at Universal Containers need to view a chart that displays opportunities grouped by stage and then by region. Which chart type can a system administrator use to accomplish this? > a. Bar b. Funnel c. Gauge d. Donut Notes: Answer: a This one is tricky because it doesn't specify the type of bar. There are two (stage and region), so I'm assuming multiple groupings. Bar though could be vertical or horizontal, which is single, and it doesn't have stacked or side-by-side bar. Funnel and donut can be ruled out since those are single and gauge is for grand total. Such a mean question.

Opps worth a lot are about to close List of opps that are still open past the close date

Question: Sales management at Universal Containers is requesting better visibility into specific types of sales deals. They need to be notified when opportunities worth a large amount are close to closing. They would also like to receive a list of opportunities that are still open past the close date. Which feature can a system administrator enable to accomplish this? > a. Big deal alerts b. Opportunity update reminders > c. Opportunity escalation rules d. Opportunity field history tracking Notes: Answer: a & b

Customizing standard fields

Question: Which customization option is available for standard fields? a. Delete standard fields b. Change the field type of standard fields > c. Remove non-required standard fields from a page layout. > d. Rename standard field labels in the user interface. Notes: Answer: c & d

View the number of open opportunities related to each account

Question: Sales representatives at Universal Containers need to view the number of open opportunities related to each account on the account record. How can a system administrator accomplish this? a. Create a new account record type. b. Create a custom formula field. > c. Create a roll-up summary field. d. Create a lookup field from accounts to opportunities. Notes: Answer: c

Record type of lead status. First three statuses in one picklist for sales reps Five statuses on second picklist for sales managers

Question: Sales representatives at Universal Containers perform the initial steps in the lead qualification process and sales managers complete the final qualification steps. Universal Containers' requirements include those listed below: Sales managers can access all lead status values. Sales representatives can only access the first three lead status values. Sales representatives cannot access the final two lead status values. How can a system administrator meet these requirements? a. Use field-level security to restrict access to the lead status values. b. Create two separate page layouts. > c. Create two separate lead processes and record types. d. Create a validation rule to prevent lead conversion. Notes: Answer: c

Workflow rule to send an email alert due change in status for account owner.

Question: Sales representatives at Universal Containers should be notified any time support cases related to accounts they own change status. How can a system administrator accomplish this? a. Enable field history tracking to send an email alert to the account owner. > b. Create a workflow rule to send an email alert to the account owner. c. Create an escalation rule to notify the account owner. d. Create an auto-response rule to send an email alert to the account owner. Notes: Answer: b

Create and distribute leads to different regional sales groups

Question: The marketing team at AW Computing creates and distributes leads to different regional sales groups for qualification. How can an administrator automate this process? a. Create a queue for the marketing team and a workflow alert to notify the team each time a lead is assigned to the queue. b. Create a queue for each regional group and a validation rule to enforce that the leads are assigned to correct group. c. Create a default sales team for each regional group and a lead assignment rule to route leads to the default sales team. > d. Create a queue for each regional group and a lead assignment rule to route leads to the queues. Answer: d - queue and assignment rule Notes: An administrator can create a queue for each regional group and a lead assignment rule to route leads to the queues.

Marketing team creates leads and routes those to different regional sales groups

Question: The marketing team at Universal Containers is responsible for creating new leads and distributing them to different regional sales groups for qualification. How can a system administrator automate this process? a. Create a queue for the marketing team and a workflow alert to notify the team each time a lead is assigned to the queue. > b. Create a queue for each regional group and a lead assignment rule to route leads to the queues. c. Create a default sales team for each regional group and a lead assignment rule to route leads to the default sales team. d. Create a queue for each regional group and a validation rule to enforce that the leads are assigned to the correct group. Notes: Answer: b - queue and assignment rule

Change ownership of high priority cases

Question: The support team at AW Computing wants to change ownership of high-priority cases that have not been resolved after 3 hours. These cases should be owned by Tier 2 agents. How can an administrator meet this requirement? a. Create a public group and an auto-response rule. b. Create a public group and a workflow rule. c. Create case queue and an assignment rule. > d. Create a case queue and an escalation rule. Answer: d Notes: An administrator can create a case queue that includes all Tier 2 agents. Then the administrator can create an escalation rule that escalates high-priority cases that have not been resolved after 2 hours to this queue.

Account Team

Question: Universal Containers has set the organization-wide default settings for accounts to private. Amy and Bob are on separate sales teams, but are assigned to the same role in the hierarchy. Amy is a member of the "Sales West" public group and needs access to all accounts owned by Bob, a member of the "Sales East" public group. How would Amy obtain access to only Bob's accounts? a. Add Amy to the "Sales East" public group. b. Create a sharing rule between the "Sales West" and "Sales East" public groups. c. Add Amy to the role above Bob in the role hierarchy. > d. Add Amy to Bob's default account team. Answer: d:

Percentage discount on an opp record needs to be included in pipeline report.

Question: Universal Containers is capturing a percentage discount directly on an opportunity record. Sales management needs to include the discounted opportunity amount in pipeline reports. How can the system administrator make the discounted amount available? a. Create an auto-number field to calculate the discounted amount. b. Create a roll-up summary field to calculate the discounted amount > c. Create a formula field to calculate the discounted amount. d. Create a cross-object formula field to calculate the discounted amount. Notes: Answer: c

High wealth: Visible for sales team members only Retirement: Visible to all sales users OWD: Private for Only Sharing rules

Question: Universal Finance has segmented its customer base into two categories: High Wealth and Retirement. High Wealth accounts should be visible to the High Wealth sales team members only. Retirement accounts should be visible to all sales users. How can a system administrator meet this requirement? a. Create a new profile for Retirement sales team members and remove read access to High Wealth account records. > b. Set the organization-wide default sharing to private and create sharing rules to share High Wealth accounts with the High Wealth team members public group and Retirement accounts with all sales users. c. Create a new record type for the High Wealth accounts and share the record type with High Wealth sales team members. d. Set the organization-wide default sharing to public read-only and create a sharing rule to limit access to High Wealth accounts. Notes: Answer: b

Benefits of using the Data Import Wizard

Question: What are the benefits of using the Data Import Wizard to import data into Salesforce? a. Import greater than 50,000 records. > b. Choose whether or not to trigger workflow rules. > c. Prevent duplicate records from entering the system. d. Load data for all standard and custom objects. Answer: b & c Notes: The Data Import Wizard can be used to: Import contacts, accounts, leads, solutions, and records for custom objects; import fewer than 50,000 records; choose whether or not to trigger workflow rules; prevent duplicate records from entering the system.

Capabilities of email-to-case

Question: What are the capabilities of email-to-case? a. Triggers assignment rules, escalation rules, and workflow rules. b. Automatically associates customer email replies with the case. > c. Uses the company's email address to associate an account with the case. > d. Automatically populates case fields based on data the customer enters on the website. Answer: a & b Notes: Email-to-case has the following capabilities: Automatically create a case from an inbound email; Use the sender's email address to associate a contact to the case; Use email content to auto-populate case fields; Automatically associate customer email replies, including attachments, with the case; Trigger assignment, escalation, and workflow rules.

Report types

Question: What does the report type determine when a new report is created? > a. The objects included in the report b. Whether the report can be displayed in a dashboard > c. The default columns in the report d. Whether the report will be tabular, summary, or matrix Notes: Answer: a & c - objects and columns

Automated way of archiving

Question: What features provides an automated way to obtain a complete set of Salesforce data for archiving? a. Data Import Wizard > b. Data export service c. Data loader > d. Reports Answer: b & c Notes: The data export service is an automated way of receiving a zip file of CSVs of all of your Salesforce data. The data export service is available within the application and can be scheduled. The data export service emails you when the zip files are ready. In order to use data loader to obtain data for archiving, you must create batch files and schedule them to run using Windows functionality.

What data users see

Question: What is determined by the running user of the dashboard? > a. What data viewers of the dashboard will see. b. Which users can access the dashboard. c. Which users can access the source reports for the dashboard. d. Which users can refresh a dashboard. Answer: a Notes: The running user of the dashboard determines what data users see. The running user can be fixed, dynamically set to the user viewing the dashboard, or selected by authorized users viewing the dashboard.

What must a system admin define when scheduling and emailing a report to SF users?

Question: What must a system administrator define when scheduling and emailing a report to all Salesforce users? > a. A report folder location accessible to all users b. The chart to display in the email body c. The actual time to run the report > d. The report running user Notes: Answer: a & d

Evaluation criteria for a workflow rule

Question: What options are available when setting the evaluation criteria for a workflow rule? a. Created, and any time it's edited to no longer meet criteria > b. Created > c. Created, and any time it's edited to subsequently meet criteria d. Deleted Answer: b & c Notes: The evaluation criteria determines which records the workflow rule will apply to. Depending on how the administrator sets the evaluation criteria, workflow rules are evaluated when the record is: Created; Created, and every time it's edited; and Created, and any time it's edited to subsequently meet criteria.

List of records sorted into groups with subtotals

Question: What report format displays a list of records sorted into groups with subtotals? a. Tabular > b. Summary c. Matrix d. Joined Answer: b Notes: There are four types of report formats: Tabular - Displays a simple list of records with no groups or subtotals; Summary - Displays a list of records sorted into groups with subtotals; Matrix - Summarizes data in a grid to compare related totals; Joined - Displays multiple blocks of data in a single report.

Highlights Panel

Question: What section of the Salesforce Console for Service and Case Feed allows users to get up to speed quickly on the details of a case? a. Interaction Log b. Publisher > c. Highlights Panel d. Chatter Feed Answer: c Notes: The customizable Highlights Panel keeps the most important information about a case at the top of each page. Publisher is related to Chatter

Controls a user's ability to see a dashboard

Question: What should be used to control a user's ability to view a dashboard? a. Sharing rules > b. Dashboard folder access c. Source report folder access d. Dashboard properties Notes: Answer: b

Grand totals from the bottom of the report Gauges and metric

Question: What types of dashboard components display the grand totals from the bottom of a report? a. Table b. Gauge > c. Metric > d. Chart Answer: b & c Notes: Gauge and metric components display the grand totals from the bottom of a report. Table and chart components display data from the summary rows of a source report.

Converted lead STANDARD lead fields are "automatically" converted to account, contact, and opportunity fields An administrator can "map" each CUSTOM field on the Lead object to a custom field on the Account, Contact, or Opportunity objects.

Question: When a lead is converted by a user, which records are automatically created to store the information from the lead record? > a. Account > b. Contact c. Product d. Case Answer: a & b Notes: When a lead is converted by a user, an account and contact are automatically created to store information from the lead record. Users can also choose to have an opportunity record automatically created. An administrator can map each custom field on the Lead object to a custom field on the Account, Contact, or Opportunity objects. These mappings will be used when a lead is converted.

What conditions will cause a record to not be imported

Question: When importing records using the Data Import Wizard, what conditions will cause a record to not be imported? > a. The value of a field doesn't meet the data validation criteria. b. The import file does not contain the Salesforce ID. > c. A universally required field is left blank. d. The format of all date fields matches the format of date fields specified in the locale setting of your org. Answer: a & c - A universally required field is a custom field. ◾You must include universally required fields in your import files or the import will fail. Notes: When using the Data Import Wizard, a record will not be imported if the value of a field doesn't meet the data validation criteria or a universally required field is left blank.

Stacked by chart Opportunity amounts by rep and then stage Compare totals and proportions

Question: Which chart type can an administrator use to compare opportunity amounts by rep and then by stage? a. Gauge b. Funnel > c. Stacked bar chart d. Donut Answers: c Notes: An administrator can create a stacked bar chart to compare totals and proportions, such as the opportunity amounts by rep and then by stage.

Prevents a user from logging in User: Login IP Addresses Login Hours Restricts Org: Trusted IP Ranges Authenticates

Question: Which feature restricts a user's ability to log in to Salesforce? > a. Login IP ranges b. Trusted IP ranges > c. Login hours d. Password policies Notes: Answer: a & c These two restrict, whereas a trusted IP range authenticates prior to logging in. Also, this is about a user, so think about the profile. It contains the ranges and hour whereas the org has the trusted ip range. Or perhaps it has to do with the word LOGIN.

Formula fields are read-only on record detail pages. Formula fields can reference fields on a parent. There's a difference between record detail and record edit detail pages.

Question: Which statement about formula fields is true? a. Formula fields are read-only on record detail pages. b. Formula fields can reference fields on a child object. > c. Formula fields can reference fields on a parent object. > d. Formula fields can reference themselves in the formula. Notes: Answer: a and c

Tool to prevent duplicates

Question: Which tool can automatically prevent duplicate records? > a. Import wizard b. Data loader c. Excel connector d. Connect for Office Notes: Answer: a

Data loader instead of Data Import Wizard

Question: Why would a user choose data loader instead of the Data Import Wizard? > a. Export or delete data. b. Choose whether or not to run data validation rules. c. Import lead records and prevent duplicate records. > d. Save field mappings for later use. Answer: a and d Notes: The data loader can be used to: Import files that contain up to 5,000,000 records; Load certain standard objects, such as products or opportunities; Schedule imports; Save field mappings for later use; Export or delete data.

Error message when attempting to log in to Salesforce

Question: A user receives an error message when attempting to log in to Salesforce. What is the first step an administrator should take to troubleshoot the problem? a. Change the login IP ranges. b. Reset the password. c. Unlock the user. > d. View the login history. Answer: d Notes: An administrator should view the Login History related list on the user record to determine the root cause of the login issue.

Cross-object field on the child record that looks up to the parent object.

Question: AW Computing populates the Industry field on each account record. The sales team wants the industry information displayed on related opportunity records and updated when the value is updated on the account record. How can an administrator meet this requirement? a. Create a look-up field on the opportunity. b. Create a cross-object formula field on the account. c. Create a roll-up summary field on the account. > d. Create a cross-object formula field on the opportunity. Answer: d Notes: The administrator can create a cross-object formula field on the opportunity that references the Industry field from the parent account. When the Industry field is updated on the account, the formula field will automatically display the new value on the opportunity.

Custom fields grouped together

Question: An administrator at AW Computing created custom fields on the Opportunity object for Discount Percentage and Amount after Discount. The sales team wants these fields to be grouped together on the opportunity record. How can an administrator meet this requirement? a. Create a new related list on the opportunity page layout and add the custom fields to the related list. b. Create a new business process for opportunities that contains the custom fields. > c. Create a new section on the opportunity page layout and add the custom fields to the section. d. Create a new record type for opportunities that contains the custom fields. Answer: c Notes: The page layout controls the fields, sections, related lists, and buttons that appear when users view or edit a record. An administrator can create a new section on the opportunity page layout and add the custom fields to the section.

Validation - will not save and error message

Question: An administrator created a validation rule to ensure that users do not change the Close Date of an opportunity to a day in the past. What happens when a users tries to save an opportunity that has a Close Date from last month? a. The validation failure is logged on the field history tracking related list. > b. The error message defined in the validation rule displays on the record. > c. The record will not save. d. The user receives an email with the reason the validation rule failed. Answer: b & c Notes: A validation rule allows you to specify your own business-specific criteria to prevent users from saving invalid data in one or more fields. If a user enters an invalid Close Date, the error message defined in the validation rule displays on the record and the record will not save.

Password Lockout

Question: An administrator is receiving a high volume of calls because users cannot log in to Salesforce. The administrator checks the Login History and notices that most users have a status of Password Lockout. What Password Policy settings can an administrator change to reduce the number of lockouts? > a. Maximum invalid login attempts b. Lockout effective period > c. User passwords expire in d. Enforce password history Answer: a & b Notes: An administrator can change the "Maximum invalid login attempts" and "Lockout effective period" settings to reduce the number of lockouts. The "Maximum invalid login attempts" setting is the number of login failures allowed for a user before they become locked out. The "Lockout effective period" setting is the duration of the login lockout.

Criteria-based and sharing rule of read/write for a public group.

Question: At AW Computing the organization-wide default for cases is set to Private. The management team wants several product specialists to assist with all cases that have been escalated. Only these product specialists need the ability to view and update all escalated cases. How can an administrator meet this requirement? a. Create an ownership-based sharing rule for cases that gives read/write access to a role. b. Change the organization-wide default for cases to Public Read/Write. > c. Create a criteria-based sharing rule for cases that gives read/write access to a public group. d. Create a new product specialist role in the role hierarchy which is above the VP of Services role. Answer: c, criteria based because escalated and only. If more than one product specialists, then a role or a group. Notes: An administrator can create a criteria-based sharing rule for cases that gives read/write access to a public group. The criteria would be set to only share records where Escalated equals True. The records would be shared with a public group that contains the product specialists.

Global Search

Question: How can an administrator customize global search to help users quickly find information? a. Control which fields are searched when a user performs a global search. b. Set the order that objects appear in the search results. c. Set the number of results per page. d. Add filters to the search results. Answer: c & d Notes: An administrator can customize the search settings to set the number of results displayed per page for each object. An administrator can also customize the search layouts for an object to add filters to the search results and control what fields display.

Related list Parent to child

Question: How does a user navigate from an account record to a related contact record? a. Lookup Field > b. Related List c. List View d. Force.com App Menu Answer is Related list Notes: A related list allows a user to navigate from an account record (parent) to a related contact record (child). A lookup field allows a user to navigate from a contact record (child) to its related account record (parent).

Opportunity teams

Question: In AW Computing, product managers do not have access to opportunities. How can a system administrator grant them access to opportunities if the product managers are assisting with a specific deal? a. Add the product managers to the account teams for specific accounts. > b. Add the product managers to the opportunity teams for specific opportunities. c. Add the product managers to a public group associated with specific opportunities. d. Add the product managers to the role above sales reps in the role hierarchy. Answer: b - think opportunity team Notes: An administrator can add the product managers to the opportunity teams for specific opportunities. This will give the product managers access to just the opportunities that require their assistance. Manual sharing doesn't share the associated records. The opportunity sharing team is the only one that does that.

Product type determines the values available for the series

Question: Support agents at AW Computing need to track the product type and series when creating cases. How can an administrator ensure that the product type selected determines the values available for the series? a. Create the series field as a controlling picklist and the product type field as a dependent picklist. > b. Create the product type field as a controlling picklist and the series field as a dependent picklist. c. Create a lookup field from the product type object to the series object. d. Create a multi-select picklist field that includes both product types and series. Answer: b Notes: An administrator can create two picklists and then link the picklists together to create a controlling-dependent relationship. The product type field will be the controlling picklist and the series field will be the dependent picklist.

Custom Profile for support users who cannot delete accounts

Question: Support users at AW Computing can view, create, and edit accounts. However, the management team does not want support users to delete accounts in the organization. How can an administrator meet this requirement? a. Assign the Standard User profile to support users. b. Assign the Read Only profile to support users. c. Create a custom profile that has the View All permission enabled for the account object and assign the custom profile to support users. > d. Create a custom profile that has the Delete permission disabled for the account object and assign the custom profile to support users. Answer: d Notes: The Standard User, Solution Manager, Marketing User, and Contract Manager standard profiles have the Delete permission enabled for the account object. The Read Only standard profile has the Delete permission disabled for the account object, but it also has the Create and Edit permissions disabled for the account object. Since permissions on a standard profile cannot be modified, an administrator needs to create a custom profile that has the Delete permission disabled for the account object. The system administrator needs to assign this custom profile to support users.

Two different business processes for cases: one for tracking feature requests and one for customer support issues.

Question: The support team at AW Computing wants two different business processes for cases: one for tracking feature requests and one for tracking customer support issues. Each process needs to have a different set of case statuses. How can an administrator meet this requirement? > a. Create one record type and support process for feature requests and another record type and support process for customer support issues. b. Create one page layout that has the case status picklist values for feature requests and another page layout that has the case status picklist values for customer support issues. c. Change the field-level security for the case status field to display the picklist values for either feature request cases or customer support cases. d. Build a validation rule that prevents users from selecting the wrong case statuses when creating a feature request or customer support case. Answer: a Notes: An administrator can create one record type and support process for feature requests. The support process would only have the case statuses specific to feature requests. The administrator can create another record type and support process for customer support issues. The support process would only have the case statuses specific to customer support issues.

What happen when a custom field is deleted?

Question: What automatically occurs when a custom field is deleted? > a. The field is removed from associated page layouts. b. The field values are archived in the setup audit trail. > c. All field data is deleted. d. The field is removed from associated workflow rules. Answer: a & c Notes: When a custom field is deleted, the field is removed from associated page layouts and all field data is deleted. Deleted fields and their data are stored for a maximum of 15 days, during which they can be undeleted or permanently erased.

Authenticated prior to login

Question: What does Salesforce authenticate before allowing a user to log in through the user interface? a. Whether the user's profile is API enabled. b. Whether the organization has trusted IP addresses. > c. Whether the user's profile has login hour restrictions. > d. Whether the user's role has login IP range restrictions. Answer: b & c. The key here is user profile as opposed to user role. Notes: When a user tries to log in through the user interface, Salesforce authenticates whether the user's profile has login hour restrictions or login IP range restrictions. Users outside these hours or IP ranges will have their login denied. Salesforce also authenticates whether the organization has trusted IP addresses. Users within these IP ranges will bypass the activation process.

Default level of access users have to records they do not own

Question: What feature sets the default level of access users have to records they do not own, in each object? a. Sharing rules > b. Organization-wide defaults c. Role hierarchy d. Manual Sharing Answer: b - key here is the word 'default' level of access Notes: Organization-wide defaults set the default level of access users have to records they do not own, in each object. The role hierarchy, sharing rules, teams, and manual sharing are used to open up access to records. In order to access a record, users must also have the appropriate object permission on their profile or a permission set.

Completed tasks and past events

Question: Where can a user view the completed tasks and past events for an opportunity? a. Activities tab > b. Open Activities related list on the opportunity record > c. Activity History related list on the opportunity record d. Activity reports Answer: c & d Notes: Completed tasks, past events, and sent emails are tracked in the Activity History related list for a record. Tasks and events that have not yet completed are tracked in the Open Activities related list. In addition, activity reports allow users to analyze tasks and events.

Account object

Question: Which standard objects have a relationship with the Account object? a. Campaign b. Opportunity > c. Contact > d. Lead Answer is opportunity and contact. Notes: The Account object has a one-to-many relationship with the Contact, Opportunity, and Case objects.

What level of access can be set when sharing a document folder with users?

Read-only Read/Write

What does a User profile control?

Record type assignment Field-level security Assigned apps

Which functionality is available when customizing tasks?

Record types can be created for tasks Validation rules can be created for tasks NOT Roll-up summary fields can be created for tasks Recurring tasks can be assigned to more than one user

Which statement about record types is true?

Record types can be used to define picklist values available for a given field The ability to create records of a specific record type is determined by the profile NOT Users cannot view records assigned to a record type their profile does not have access to Record types can only be assigned to one profile at a time

Which setting can a system administrator enable in the Salesforce user interface?

Related list hover links Printable list views NOT Chatter Messenger for specific users Customizable recent tags

Reports

Report Type and Report Format is what folks get most confused about. The Report Type is an object that is used for the basis of the report, such as Accounts. Meaning, where is the data coming from? There are a number of templates to use for custom reports that determines how many columns are on a report, along with default filters. Filters are available based on primary object. Report types are predetermined combinations of related objects and fields used as starting points. You can remove columns and you can click on fields and drag them in to the report. Format is tabular, summary, matrix and joined. Standard or custom reports. Everyone gets standard reports. They can not be overwritten. If you make changes and want to save, you have to give it a new name. Also, you can't put custom reports back in the Standard folder. You need to create a Custom Report folder. Standard reports cannot be overwritten or deleted. If you want anyone to view a report you have to share the folder with them.

Products

Reps track the products they sell to customers using product records. Products include details such as: Name Code Description Indication of whether it's active Example: User sells components and service plans for solar energy systems. The company also partners with a supplier for renewable diesel powered generators. You can see those products in a Products list view. Each of those products have a standard price. When you add products to SF, you specify their price. Then those products automatically appear in the standard price book, accessible from each product or from the App Launcher.

Cloud scheduler

Request a meeting with a contact, lead, person or coworker. A unique web page is created that displays the proposed meeting times. When invitees visit the page, they select the time that works best for them and then they send a reply. The organizer than picks the best time based on responses when confirming the meeting.

If an admin needs to restrict users from viewing a dashboard, how can that be accomplished?

Restrict the access to the folder where the dashboard is located.

Which schedule type can be defined for a product?

Revenue Quantity

Email-to-case vs. On Demand Email to Case

Review the differences between the two. Email to case uses an agent on your machine: Keep email traffic inside your network's firewall and accept emails larger than 25 MB Required to download and install the Email-to-Case agent on your local machine to turn emails into cases. Maximum number of emails is 2,500. Size limit is over 25 MB On-Demand Email-to-Case uses SF Apex email services: Keep email traffic outside your network's firewall and refuse emails larger than 25 MB. Required to set up SF Apex email services to turn emails into cases. # of user licenses multiplied by 1000 up to daily max of 1 million. Size limit is under 25 MB

What should an administrator consider when configuring workflow rules

Rule actions can take place immediately or on a specific date Rules can be evaluated when records are created or edited NOT All existing records are evaluated when a new rule is activated - because criteria is the first step, which is a filter instead of 'all' records.

How can a System Administrator restrict users from viewing certain fields in list views, searches and reports?

Set the field to hidden on the user profile Not sure why you wouldn't use field security or if that is another option.

Which option is available when using the process visualizer?

Share annotated approval process diagrams View approval processes as a flow chart NOT Edit the criteria used to trigger the approval process Add approval steps from the process visualizer

Which privilege can be granted to members of a content library (workspace) without modifying user permissions?

Share content with other users in Chatter Add tags when editing content details NOT Edit a member's library permissions Create a new content library

How can a system administrator grant users access to dashboards?

Share folders with Public Groups Share folders with roles

What is conditional highlighting for reports?

Shows you visual highlights depending on a threshold

Solution vs. Knowledge Articles

Solutions are ignored and free. Knowledge is not free, it needs a license. Part of the Services cloud. Review Solutions vs. Knowledge PowerPoint.

What should be used to control a user's ability to view a dashboard?

Source Report folder access Dashboard folder access NOT Sharing Rules Dashboard properties

The marketing team at Universal Containers use a web-to-lead form to capture leads from its website and a lead assignment rule to assign the leads to the appropriate sales representatives. How can a system administrator ensure that all leads are handled even when they do not meet the assignment criteria?

Specify a default lead owner

What should be considered when configuring the lead conversion process?

Standard lead fields are automatically converted to account, contact, and opportunity fields Custom lead fields can be mapped to account, contact, and opportunity fields NOT Custom lead fields can be mapped to custom object fields....because the fields in account, contact and opportunity aren't CUSTOM fields, they are STANDARD fields.

Leads Leads will never ever be associated to standard objects because they convert and become contacts and accounts. It is optional to convert to an opportunity.

Standard object Have a dotted line to campaigns Campaigns are usually created to generate leads. Not all leads come from campaigns. You can buy leads or have telemarketing or go to a trade show. Leads will never ever be associated to standard objects because they convert and become contacts and accounts. Leads are caterpillars. They metamorphose into a butterfly. Leads convert based on the fields that you have set up. Converted into account and contact - mandatory. The lead fields are INSERTED into standard account and contact fields. It is optional to convert to an opportunity. Once you convert a lead, it's no longer accessible.

Mass Delete

Standard objects that meet specific criteria. List of all records to be deleted is displayed so that you can check for accuracy. You can see who the records are deleted by, the type such as Leads, the name and the date. Tool will alert you of Child records to be deleted. Best practice is to backup before using Mass Delete. Deleted records are stored in recycle bin for 15 days unless you choose Permanent delete. Oldest records are deleted first. Batch #s and recording date are helpful. There is a difference between My Recycle and All Recycle (available to users with "Modify All Data" permission). Recycle bin depends on storage limits. 15 days is max. You might lose files sooner if you don't have enough storage. Records can be restored by clicking Undelete. Buttons at the bottom are Undelete, Empty your recycle bin and empty your organization's recycle bin.

Main differences between standard & custom reports

Standard reports are built in, stored in standard folders, can be customized and saved as custom reports, cannot be overwritten or deleted. Custom reports can be built from scratch, created from standard reports, saved in custom, personal or unfiled folders, can be overwritten or deleted. With or without reports is a custom report. With is a standard report. Standard might be opportunities with contacts Opportunities with activities Custom will let you use without (might see the word "if any" on the exam). I'm a manager and show me all opportunities without activities, accounts without opportunities. Standard: Included in the report builder with every field Custom: Limit the fields and rename the fields. Custom reports can be deleted. Standard report have inner joins whereas custom reports have outer joins.

Content Library permissions

Store, share, and manage your files in content libraries so you can decide who has access to files in each library and what permissions they have. Each org can have up to 2,000 libraries. A library permission is a group of privileges assigned to each Salesforce CRM Content library member. It determines which tasks a member can perform in a particular library. The same user can have a different library permission in each of his or her libraries. In Salesforce CRM Content, tags are descriptive labels that help classify and organize content. Contributors can assign tags to their files, content packs, Google docs, or Web links, thus enabling all library members to browse for content by tag. The tagging rule in a library determines how contributors can tag content; for example, the restricted-tagging rule does not allow contributors to create new tags. Library tagging rules are optional. By default, library contributors can enter any tag.

Related lists

Subset of the child records. You will always have an account name inside the child record.

What can a system administrator customize for a partner portal without affecting the user interface for internal Salesforce users?

Tab Colors and Fonts Page Layouts

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

Table Chart

Table and Chart Components

Tables and charts display the groups and summarized fields from a report. You can use the options in the Component Editor to: -select which groups and summarized fields to display in charts, such as a Sales Leaderboard where you see the sum of amount for each opportunity owner. -Chatter photos in tables and horizontal bar charts where the source report is grouped by user or Chatter group name. -You can have to up 4 columns in tables where the source report contains a chart. -A column can display any grouping or summary field in the chart, or the second-level grouping in the report itself.

What type of report cannot be used to populate a chart in a dashboard?

Tabular

What type of report is most appropriate for generating a list of contacts for a mailing list?

Tabular

Report Formats

Tabular: just a list with a grand total at the bottom Summary: you can group rows of data, view subtotals, and create charts. I want to see all open opportunities grouped by stage. -You can summarize an amount or get a record count.. -similar to tabular but has sorting and subtotaling. Matrix: group by rows and columns. Think horizontal and vertical. (Summary is only horizontal). It's a grid. More than one grouping. Compare related totals or compare values in several fields. Joined: multiple report blocks where each one acts as its own separate sub-report: report type, fields, columns, sorting and filtering. A case and an opportunity in the same window. Use this for three different objects.

If you are the owner of a record and you can't see it, what has happened?

The Read Access has been taken away via the Profile. The Profile trumps. This doesn't mean that you have taken away the tab. Don't hide an Opportunities tab from a Recruiter. It doesn't hide the records if the CRED (access to the records) hasn't been removed.

What happens when an administrator adds new values to a picklist for an object with multiple record types?

The admin is prompted to select which record type(s) should include the new value.

Which user is listed in the case history related list for case changes made from assignment and escalation rules?

The automated case user specified in the support settings NOT The user who created the assignment or escalation rule The owner of the case when the rule was triggered The default case owner specified in the assignment or escalation rule

What should an admin consider before importing a set of records into SF?

The import file should include a record owner for each record. Data should be de-duplicated in the import file prior to import.

What automatically occurs when a custom field is deleted?

The field history tracking data is deleted The field is removed from the associated page layouts NOT The field is removed from the associated workflow rules The field values are archived in the setup audit trail

Which circumstance will prevent a system administrator from deleting a custom field?

The field is used in a workflow field update

What does the report type determine when a new report is created?

The fields available to include in the report The object included in the report The default columns in the report

What does a page layout allow an administrator to control?

The fields users see on detail and edit pages

What should a system administrator consider before importing a set of records into Salesforce?

The import file should include a record owner for each record Data should be de-duplicated in the import file prior to import NOT Currency field values will default to the personal currency of the record owner Validation rules are not triggered when importing data using the import wizard

Activities

The object that doesn't have a tab.

What does a custom report type determine?

The objects that are available when building a report The fields that can be used as columns when building a report NOT The custom summary formulas displayed in a resulting report The report format of the resulting report I'm confused about this one

Use cases for AppExchange applications

The official SF app store. Gadget in your utility belt Short on time and don't want to build a solution from scratch. There is probably an app that meets your need. Third party services Also a community More than 3000 listings, 50,000 peer reviews and 4 million installations. Three products are available: apps, components and consulting services. These are also called offerings. Solutions for every cloud or product App is a group of tabs that work together to provide standalone functionality. Example: let support reps send customers satisfaction surveys. Component is a building block for a Lightning app, page or community. Example, help recruiters process job apps by adding a component that does one-click approvals. Consulting service is a team of SF experts who deliver specialized solutions for one or more clouds or industries. Example, dept head needs to hire a developer with Java coding skills and manufacturing industry experience to build a suite of apps for assembly technicians. Based on department or industry.: sales, marketing, nonprofits, HR, healthcare. Some apps are free, some are for purchase

Which statement about the relationship between opportunities and products is true?

The opportunity amount is the sum of the related products The opportunity amount cannot be edited when products are related to the opportunity All products added to an opportunity must come come from a single Price Book NOT Deleting a product from an opportunity deletes all quotes related to the opportunity Default schedules are not automatically created when a product is added to an opportunity

A system administrator at Universal Containers created a new account record type. However, sales users are unable to select the new record type when creating new account records. What is a possible reason for this?

The records type has not been activated The record type has not been added to the sales user profile NOT The record type does not have an associated page layout: this has to do with the different pick list options, not the record type of Industry for example where you choose Billing vs. Support.

An opportunity record, created with a close date of July 30, meets the criteria of a time-dependent workflow rule. The time-dependent action is scheduled for July 23. What happens if the opportunity is edited before July 23 and no longer meets the criteria?

The time-dependent action is automatically removed from the queue

What is required to make a user an approver in the approval process?

The user must have read permission for the object in the approval process NOT The user must opt in to receive email alerts when an approval is requested The user must be in the same role as the approval submitter in the role hierarchy The user must be setup as a delegated approver

A user profile has login hour restrictions set to Monday through Friday 8am to 5pm. The user logged in at 4:30 pm on a Tuesday and it is now 5:01 pm. Which behavior of the application should the user expect?

The user will be logged out and any unsaved work in progress will be lost.

What does the controlling field determine when field dependencies are being created?

The values that appear in the dependent field NOT The dependent fields that appear on a layout

Import Wizard vs. Data Loader

There are many ways to import and export. App Exchange products Import is native and under Data Management Data Loader is from Apex Import Wizard: Only import 50,000. Uses CSV It has a way to not bring in duplicates and tells you which field to check. Removes blanks and empty spaces. Runs spell check. Applies consistent data formats (USA instead of US) You can determine whether to trigger workflows (this includes approvals) - yes or no You can also tell it not to use active assignment rules. Only supports certain standard objects: accounts, contacts, leads, solutions, campaign members and custom objects. You can't export or delete. Unmapped required fields will generate an error and stop you from continuing. The same is true for currency fields. Picklist values need to match or those records will fail. Restricted picklists are kicked out as errors in the Data Loader, but accepted via the wizard as text files. The pick lists of Region and Zone can be added as a custom view. If the owner field is blank, the user doing the importing becomes the owner. Some of the matching types used for standard objects are Salesforce.com ID, External ID, Name, Email, Solution Title, Record Name. When updating existing records, ensure the new data is being matched to the correct record by using the Salesforce record ID. This ID is a unique identifier that is generated by Salesforce when a new record is created. The ID can be obtained from the record URL (at the very end), the User ID in a Report, and the data loader export file as ID. You can't use it for 50,000 opportunities or products Data Loader: Data loader is a client application that accesses SF from outside of SF. You have to log in to the application to access it. If you are logging in from an IP address that is not in your org's trusted locations list, you will need a security token. Also, it uses the SF API, which is a set of rules that allow outside programs to interface with your SF data. If you need the token, is it under My Settings at the end of the pw. 5 million records Loads products and opportunities You can bulk import, export, export all, insert, update, delete, and upsert for both standard and custom objects. You can schedule imports. You can save mappings for later use. If you update records, you can't undo the action. The only thing you can do is delete the records. Validation rules stop records from being saved. You can't use validation rules when importing...unless the data meets those requirements. You have to turn those off for the Data Loader. You might also want to turn those off for the wizard, but that is optional. Which one should you load first: accounts or contacts. Answer is accounts because you don't want to orphan child records.

Reports & Dashboards

There is a Support Report tab includes a Case History Report, cases and emails that shows inbound and outbound emails to determine # of emails exchanged before case is resolved, and the number of total open cases by agent or type. It can also be done by status. Surveys can be used to analyze data.

Auto-response rule

These are for lead or cases In response to the web When you submit a form to a company via the web, they will send an automatic email to the user letting him/her know that they received the form. This requires a customized email template response and your email. This requires an email. Stops once criteria is met. Most important criteria needs to be at the top. Each auto-response rule can contain multiple entries, sending a different email template based on the criteria set. Example, you can have one for technology and one for other industries. Only one active rule can be in effect at any time. For example, either one for web promotion or one for standard, but not both at the same time. Use for promotions. Hey, thank you for signing up or contacting us. You can have 20% off if you use this code. Thank you for attending our trade show. There has to be a default email who isn't web or trade show that isn't a prospect.

Multiple Grouping Reports

These are matrix reports Stage and month All bar charts for the most part Side-by-side: compare secondary groupings Stacked bar: compare totals and proportions Stacked to 100% bar: compare proportions Grouped line: compare secondary groupings over time

Escalation rules

These are only for cases. This is based on time. We want this case in closed in a certain amount of time. You determine the time. You can escalate it to another person. It will automatically transfer the case. You can set up an email that is sent as an alert to someone in upper management. No chatter. You can consider early triggers if you don't want to wait until the last hour.

Single Grouping Reports

These are summary reports Examples are: Horizontal bar (many items) Vertical bar (fewer items or over time) Line (over time) Funnel (sales process) Pie (compare share) Donut (compare share of total)

Standard Price Book

Think of the standard price book as a master book of all your products. Sometimes though, you track a product that has more than one price. That's when you create multiple price books. For example, you sell coffee grinders to domestic or nondomestic customers.

Home page

This has the following: Chatter feed Dashboard My Tasks Calendar Recent Items Recycle Bin Messages and Alerts Create New

User Interface settings

This is for all users to speed up navigation and enhance productivity. You can't specify this for individual users. Not turned on automatically Examples are enabling hovering, related list links, inline editing, enhanced lists, printable list views, tab bar organizer, spell checker, customization of chatter user profile, collapsible sidebar, quick create, jump to page, mass edits, number of records per page.

Portals

This is how customers interact with call center agents, such as websites. There is a tab where you set up an online support channel for your self-service customers to allow them to resolve their inquiries without contacting a customer service rep. Another example is a partner portal. Basic capabilities

Teams and Manual Sharing This is how end users/record owners share. This is the most flexible and easy. Sharing of "specific" records. Teams have to be enabled. It only works for 3 objects: account, opportunity and cases. Manual sharing is for objects set as read only or private in OWD only.

This is how end users/record owners share. Admins and managers use this too. This is the most flexible and easy. Sharing of "specific" records. You click a button on a record and share with a user, role, and public group. Teams have to be enabled. It only works for 3 objects: account, opportunity and cases. Teams are when an end user has a team that they often share records with or they have lots of records. It's the fastest way to share. Click 'add team' Account Teams are the best and used the most because you can share "associated" records: contacts, opportunities and cases. If you use the opportunity team, you are not sharing the associated accounts, contacts or cases. The account and opportunity teams have to be enabled before you can use them. Manual sharing doesn't share the associated records. The account sharing team is the only one that does that. Manual sharing is for objects set as read only or private in OWD only.

Record owner

This is the main reason why records show up on a table. Given the appropriate profile permissions, owners can always: View and edit Transfer the record to a different owner. The only two standard objects that can be transferred are Leads and Cases. Delete the record. They usually have full CRED. A user can tell what they have by the buttons on the screen that are active such as Edit and Delete. Admins have to at least give owners read access to be able to view their own records. There can only be one owner. If an owner owns an account, they can see the related associated contact, opportunity and case. Anyone who owns a related contact, can lookup an account.

What is the purpose of the Service cloud?

To allow customers to log and check the status of cases online To provide Web self-service by exposing Knowledge articles NOT To allow partners to access contact records for case collaboration To share support requests and dashboards with high-profile accounts

The purpose of Ideas community

To comment on and vote for ideas posted by other community members To invite customers, partners, and employees to submit ideas around a theme NOT To provide access to articles that answer questions around an idea theme To post customer ideas by logging cases on the Ideas tab of the portal

How can Knowledge articles be used?

To resolve customer cases To display for customer self-service NOT To display Salesforce Answers To display Salesforce Solutions

History Tracking

Track changes on up to 20 standard or custom fields to maintain data quality. For example, is someone entering an expiration date for a support plan. Can be viewed on record's history related list or through history reports. You can track date and time of change, user making the change, old and new values (not on multi-select pick lists and large text fields, and not retroactive).

Report and Dashboard Folders

Traditionally, all users with access to the folder have the same level of access. Access to folders does not roll up in the role hierarchy. Access can be Read Only or Read/Write. Folders can be accessible to all users, hidden from all users, or shared using public groups or roles. Enhanced folder sharing gives users finer control over how they share their reports and dashboards. Different groups of users can be given different access to the same folder. You can share with users, roles and public groups with a Viewer of the following three ways: Viewer - view items only Editor - modify and move items Manager - modify and move items and control access to the folder.

A rollup summary field requires a master-detail relationship

True

Custom picklist fields can be either controlling or dependent fields.

True

When a lead is converted, it becomes an Accounts, Contact, and Opportunity (unless you opt out of creating an opportunity)

True

Workflow can be triggered upon import

True

Standard picklist fields cannot be dependent fields

True - Standard picklist fields can be controlling fields but not dependent fields. I think this is because you customize the dependent fields.

Trusted IP vs Login IP

Trusted IP means you don't have to authenticate. If you have never logged in before, you will need to enter in a verification code. Then the system will put in a cookie on the browser. You don't want to delete the cookie. Login IP has to do with limiting the location/ranges, meaning an office. It's a restriction on the profile.

Account Salesforce ID

Unique record ID that is assigned to the account. You cannot add a contact without an account. This is confusing because there are times where you might add a contact without an account if the account field isn't required.

Universal Containers set the Organization-Wide Defaults for accounts to public read/write. The sales management team is importing a new set of account records and needs to limit access to them. Access should be restricted to the account owner and members of a public group. How can this be accomplished?

Update the organization - wide defaults for accounts to private and create a sharing rule for the group. Key is access should be restricted to account owner. If that's the case, then it has to be Private.

Opportunity update reminders

Updated and accurate opportunities drive precise forecasts. Enabling update reminders lets managers send their direct reports automated emails with a report on the team's open opportunities.

Lightning Process builder or Process Builder

Updated and modern It lets you automate business processes using a visual interface. Similar to W/F but when it comes to actions, you can do so much more. You can only create tasks with W/F. You are not limited with PB. 1) You are creating records automatically when actions are met. 2) You can update records. A process can have multiple criteria nodes. 3) You can send an email 4) You can post to chatter 5) You can use a quick action There are scheduled actions and stops 6) You can submit for approval A process can continue after a branch by choosing to EVALUATE THE NEXT CRITERIA option instead of STOP. You can submit for an approval 7 & 8) You can launch a flow and call APEX Can be immediate or time-dependent -WF rules support a subset of these actions: create a task, update a field on a record or parent record, and send an email. You can use versioning to track and maintain processes. You can edit the W/F. You can roll back to version 2 without recreating it. You can have more than one criteria (groups of criteria) with separate actions. These are actions that you can't do with WF: 1) You can send an email reminder to the account team if a high-value opportunity is still open ten days before the specified close date. 2) You can update all the mailing addresses on all child contacts when a billing address is changed on the account. 3) You can create records and notifications based on stages of an opportunity and schedule follow-up tasks that execute based on changes to records. 4) You can create an order record with the data in the opportunity and associated account when the opportunity stage changes to closed and won.

Which statement about Chatter posts and comments is true?

Updates to the Chatter feed on a record are only visible to users with access to the record Posts made to a user's profile are visible to all users in the organization

When are data validation rules not enforced?

Upon opening a record Upon closing a record Upon editing a record

When are data validation rules enforced?

Upon saving a record

Drilling down from a dashboard

Use a dashboard as a starting point and then drill down to one of the following: 1. source report 2. filtered source report 3. rec detailed report 4. another URL

Universal Containers needs to synchronize data between Salesforce and an external financial system. How can a system administrator accomplish this?

Use an external ID field to match records between the systems NOT Use the Excel connector to export records from both systems into Excel Use the data loader to match records between the systems Use the data loader to insert Salesforce records into the financial system

Delegated admin Enable Group for Login Access: Manager can log in as the users and see what they can/cannot see and do.

Use delegated administration to assign limited admin privileges to users in your org who aren't administrators. For example, let's say you want the Customer Support team manager to manage users in the Support Manager role and all subordinate roles. Create a delegated admin for this purpose so that you can focus on other administration tasks. Enable Group for Login Access: Enabling this access allows the delegated administrators for the group to log in as users in the role hierarchy that they administer. Delegated administrators can: ◾Create and edit users in specified roles and all subordinate roles. User editing tasks include resetting passwords, setting quotas, creating default opportunity teams, and creating personal groups for those users. ◾Unlock users. ◾Assign users to specified profiles. ◾Assign or remove permission sets for users in their delegated groups. ◾Create public groups and manage membership in specified public groups. ◾Log in as a user who has granted login access to the administrator. ◾Manage custom objects and customize nearly every aspect of a custom object. However, a delegated admin can't create or modify relationships on the object or set org-wide sharing defaults. ◾Administer users across all delegated groups to which the delegated admin is assigned. For example, Sam Smith is specified as a delegated administrator in two delegated groups, Group A and Group B. Sam can assign a permission set or public group from Group A to users in Group B.

Universal Containers requires that the organization-wide default for Opportunities be set to public read/write. However sales users are reporting that opportunity reports return too many results, and this makes it difficult to find their team's opportunities in the report results. How can an administrator address this problem?

Use the "Show" filter to filter report results and reduce records returned

How can a sales user relate an opportunity to a campaign?

Use the campaign influences related list on the opportunity Select the primary campaign source for the opportunity NOT Use the campaign hierarchy related list on the opportunity

Campaign Management

Use this to make your marketing programs and post-campaign analysis more effective. This is available in Classic and Lightning, along with Professional, Enterprise, Performance, Unlimited and Developer. Permissions need to include rights to view, create and change campaigns, along with having the marketing user checked. These are the steps for campaign management: 1. Create the campaign. 2. Create your target list. You can use two different methods: -rented or purchased lists. Use this as your target list. Do not import the list yet. -existing contacts, leads or person account. Run a report on all three first and then use the Add Campaign button to associate those records with your campaign. Or, go to a list view of contacts or leads and use the Add to Campaign button. Person accounts are in the contact view list. 3. Execute the campaign. This happens outside of SF either online or offline. Online: send email using an email execution vendor or offline: plan and host a conference, run print or radio advertising, send direct mail pieces or host a Web seminar. 4. Track responses. These can be divided into groups based on the response tracking mechanism. Website Response: Prospects respond by completing a form on your website and use web-to-lead and set up a page for the campaign. All responses are created as leads and if there is a Campaign field value, those leads can be directly associated with the campaign. You can also include member status field. Manual Update: customers and prospects respond via phone or email. A sales or marketing team member can manually update the Campaign History for the lead, contact or person account. Mass Update/Offline Response: this includes any response that you track in an offline list, for example, a trade show attendance or email responses from your email provider. Use the Manage Members page to update the member status of leads, contacts or person accounts associated with the campaign. You can also edit multiple campaign members or import the offline list via the Data Import Wizard. 5. Analyze the campaign effectiveness by using reports and statistics.

Manage tasks

Use to track work and close deals. Relate them to opps, leads, accounts and contacts Manage the records See in lists and reports Create, update and monitor your own tasks or delegate tasks to others. Tasks are displayed in activities list view and calendar views, and chatter feeds.

Automating leads

Use web-to-lead form Assignment rules automate lead routing Auto response rules automate responses to the new lead Lead becomes an account and possibly an opp 1) Map fields and specify how they map when the lead is converted. Set the default lead status and/or lead status on the record type. 2) Create any needed queues. 3) Create any necessary email templates. 4) Create any necessary org wide email addresses from which to send auto-responses. 5) Create or activate a rule that determines HOW leads are assigned. Have ownership assigned. 6) Create or activate rules to send targeted email responses. 7) Enable web-to-lead Web-to-case has the same steps except mapping.

What is a bucket field

Used in reports to categorize and group report values.

When case assignment rules are being set up, cases can be assigned to whom?

User Queue NOT Case team

Chatter External

Users can access groups they've been invited to by a manager or group owner. They are identified as customers in their profiles and groups. They can interact with members of those groups. They can see the profiles of the members of those groups and share files, but they CANNOT post to profiles, see records or other SF information, including search results. Nor can they be followed. They can't follow people or files.

Chatter is a collaboration community.

Users can access people, profiles, groups and files. There can be private, public and unlisted groups. Follow others and be followed. There is a feed and an overview. The feed includes a Bookmark, Add Topic and Mute. Records can have their own Chatter feed. You can post to a record. Users can make and like posts, view comments, upload, download and view files and join groups. Posts are linked to records and visible to anyone who has access to an object record. Comment on, attach files, and organize posts and records. Link to internal and external links. They do not have access to data, such as accounts, contacts, opportunities or custom objects. You can generate emails. You can group archive. You can invite non-Salesforce users to join. If there are changes to objects or fields, you can enable feed tracking. Feed tracking has to be enabled. Question: What is a capability of Chatter? > a. People can see Chatter feed updates on records they follow. > b. Customers can add posts to a public Chatter group. c. All users can enable objects and fields for feed tracking. d. People can @mention other people in a Chatter post. Answer: a & d Notes: When an administrator enables objects and fields for feed tracking, people see Chatter feed updates for objects and changes to fields on records they follow. Users can create public or private Chatter groups for sharing information, files, and links. Customers can only be invited to private Chatter groups. People can @mention individual people or a group in a Chatter post.

Which statement about report folders is true?

Users with the "Manage Public Reports" Permission can create report folders Each user has a personal folder for email templates, reports and documents System administrators can access reports saved in user's personal folders Chatter Free users can access report folders but cannot see results returned in reports

Order of Execution

Validation Rules - you might not be able to save If it fails, it stops here. If it passes, it goes to Assignment Rules Assignment Rules - do I need to change who the owner is? Auto-response Rules - does anyone need an email? Workflow Rules & Actions - do I need to fire any rules once created? Processes (Process Builder) - anything based on criteria of the record Escalation Rules (only applies to cases)- who to escalate it to Think about the state of the record before it gets to the process. VAAWPE There are system validation rules (cannot be turned off) and system required fields (cannot be removed)

Which automation tool will prevent a record from being created in Salesforce if the rule conditions are not met?

Validation rules NOT Workflow rules

Sales Managers need to view and report on sales revenue across an entire company without having access to a custom object that tracks personal time-off request. Which permission should a system administrator enable in a custom profile to meet this requirement in a private sharing model?

View All Opportunities The key to this question is "view and report....across an ENTIRE company" - this is when you select View All. Permissions are: Create Read Edit Delete View All Modify All

Which is a capability of Chatter files?

View a list of files shared with a Chatter group Post files from a Salesforce Content library to a Chatter feed

What can users do with Mobile Lite?

View, create, edit, and delete accounts, contacts, and opportunities Search for records that were not previously downloaded to a mobile device

Dashboards

Visual representation from multiple reports. Up to 20 Components Only summary data Displays data from custom reports. You can't use standard reports. Visualforce can be used for data from other sources. Running user determines what data is visible. This is summary data, no individual records in a dashboard. These are snapshots. Displays data as of the last time the dashboard was refreshed. Dashboards have to be refreshed. They never refresh again unless someone selects the refresh button. You can schedule and email these automatically. Limit to how many can be refreshed and emailed automatically. 5 per org. From source report to dashboard component. Components use the first summarized field in the source report. You can edit chart components to change the grouping and field used. Grand total can only be used with gauges and matrix. The grand total is from the bottom of the report. Use options in the Component Editor to set breakpoints and range colors in gauges to determine required thresholds, and conditional highlighting in metrics to apply a specified highlight color depending on the grand total. For example, a dashboard push alert will send a notification via Chatter whenever a breakpoint or threshold is crossed. Example might be if you hit the Targeted Closed Opportunities. Users can post a STATIC image of a component to the dashboard feed, or a user or group feed. These are potentially visible to all users.

When can a validation rule be used to prevent invalid data?

When records are imported When records are edited by a user When records are submitted using web-to-lead NOT When records are updated by a workflow rule When records are deleted by a user

What are the ways leads can be captured with Salesforce

Web to lead Lead Import NOT Email to lead Lead Assignment

Automating Cases and Leads Web-to-Case Web-to-Lead Assignment Rules

Web-to-Case Web-to-Lead These two work the same. Web-to-Case The Admin created all the fields on the web form that exist in SF. Person clicks Submit. Who should work this case? These are assignment rules. Who is the owner of the record going to be? Assign this to a person or a queue. Assignment rules are for cases and leads. If a record fails, it ends up going to the default case owner/admin. Each assignment rule can contain multiple entries, routing records according to several criteria. For example, US or EMEA region - send to US or EMEA queue. Only one active assignment rule can be in effect at any time. Queues can be owners of records. Queues are holding places or lists of records. We want the folks to grab these as they have time. There have to be members. Members can accept those records. You can only use queues with cases and leads. Put checkmark next to case and accept it. Assignment rule has to be in place. Lead is either using the Web or attending a Trade Show. People confuse assignment rules with auto response rules. Assignment rule knows when it comes into SF and who to assign it to, such as queue or a user. Assignment rule: Anyone who is in a region, assign it to that region for a specific sales rep based on territory. You can also send out an email to anyone when there is a record in a queue. Web-to-Lead: You don't escalate leads and you can't email to lead.

Object Permission Profile permissions vs. record access - know the difference!

You are giving a user access to open the table (think Excel spreadsheet) and see the column headings, but not the individual records. This is done through the Profile > Object Permissions. Determines the KINDS of records users can view, create, edit or delete, NOT the INDIVIDUAL records themselves. This is for ALL standard and custom objects in a profile that are not admin profiles. We are giving users a driver's license, which is permission to access the spreadsheet and if, and only if they have records, then they can add, edit and delete those. If you own records, it's like owning a car. Just because you have a driver's license, it doesn't mean that you can look at all the records. If you don't own the car, then you need the ORSTM for access. How the records get into the spreadsheet is not based on the Profile! That is done through record access. View All and Modify All - Super Users, if you give this type of access whether they are the owner or not, they will be able to do everything to the records. Admin usually has this for all objects. Usually you give a user permission sets to all Accounts or all Opps and add to the user record. View All and Modify All - This is the big mac daddy.

Custom Summary Formula

You can add up to 5 custom summary formulas to summary and matrix reports to create calculated summaries of your numerical fields, in addition to the standard summaries. Example is Win Rate by Sales Rep Custom summary formulas can reference formula fields, but not other summary formulas. Only display on summary rows, not detail (record) rows

Deleting custom fields

You can delete custom fields, but you can't delete standard fields. If you don't like a standard field, then don't put it on your page layout. If you delete a field, you lose the data. It goes in the recycle bin. This lives on the Home page. You have up to 15 days to unerase or delete. The oldest is deleted first. Exception: reaching your storage limit. You can't delete a custom field if using it in a rollup summary field. A rollup summary field is something on the master record (parent object) where you keep track of the children detailed records and have a sum. A rollup summary is always done on a parent record. The system won't let you delete it. If you change a data type from text to auto number field, you will lose all historical data. Export this out first to keep it.

Controlling and dependent picklists

You can link two pick lists together to create a controlling-dependent relationship. When a user selects a value in a controlling picklist, it filters the values available in a second picklist. Example is you pick Stage Close Won in the Controlling picklist, and then a Close Reason in the Dependent pick list of Won - Pricing or Won- Product Features. This isn't being determined based on what is in the record type field. You can go down 10 levels.

Scheduling and emailing a report

You can only schedule and email a custom report to run automatically and have it emailed to users who need it, when they need it. Run report and Red triangle You always have to schedule the running user. The running user determines whose data is visible on the report. Allison Wheeler is a VP and inherits the security settings of those beneath her. She is also the running user. By scheduling the running user, you can override security settings. Visibility to all the individual records and anyone you send it to will now have access regardless of what their role is, but the profile always wins. If someone doesn't have CREDs, it will be blank. The running user must have access to the folder in which the report is saved. Have to be running user and you can only email this to those who you have shared the report file with. You can change who the running user is. Determine the time preference - when do you want it emailed? By the hour, but not the exact time. Usually emailed within 30 minutes of the preferred start time. Checkmark shows that the report is scheduled. Subscribe - set up condition for something you want to measure and be notified when condition is met. Truncated and only shows 20-30 lines.

Email-to-case

You can set this up so that current customers can email you a problem. It will automatically create a case from that email. It will associate with a contact. If there is no contact, only the email will come through. It might turn in to a case. Assignment rule and auto-response rules apply. Customers can send attachments and those will become a note in SF. You can also do an escalation. On Demand Email to Case Case Automation

Help and Training portal

You can take training, such as Trailhead courses, or sign up for SF courses. You can contact support. You can not take a certification exam, but you can sign up for one. You can not add licenses. You can access the Success Community. You can view Help Documentation. You can review release notes. You can look at bills and invoices. There's a section for Developers. You can learn about Lightning.

HTML Email Template

You can use company letterhead that is combined with different layout options such as a formal letter or a promotion. Text and merge fields create the body.

Many-to-many

You can use master-detail relationships to model many-to-many relationships between any two objects. A many-to-many relationship allows each record of one object to be linked to multiple records from another object and vice versa. For example, you may have a custom object called "Bug" that relates to the standard case object such that a bug could be related to multiple cases and a case could also be related to multiple bugs.

Permission sets

You can use permission sets to grant ADDitional permissions, but NOT to restrict. If you want to give one A/R user the ability to do mass emailing or to delete records, you would create a permission set and assign it to a user's record. Each org gets up to 1000 permission sets. This is to be used on top of profiles so that the admin doesn't have to modify existing profiles, create new profiles or grant an admin profile. You can't have a Create permission without a Read permission. You can also remove permission sets upon completion of projects.

Web-to-lead

You specify a default lead creator, and the email response template used when no auto-response rules apply. Once you enable the feature, you can select any field on the lead or case object to be generated in HTML for use on your website. You can test this by copying the code in Notepad, saving it in .html and viewing and testing the generated code.

Forecast category

Your forecast is a representation of your opportunity amounts, dates, and stages. Click the Forecasts tab and notice that your forecast amounts are listed in different categories. Depending on its stage, an opportunity amount can be included in the following forecast categories: ◾Best Case includes amounts you are likely to close, closed/won opportunity amounts, and amounts in the Commit category. ◾Closed includes amounts for closed/won opportunities. ◾Commit includes amounts you are confident about closing and closed/won opportunity amounts. ◾Omitted means the amount does not contribute to your forecast. ◾Pipeline includes amounts from all open opportunities.

Question: Where can an administrator change the organization name and address, default locale, default language, and default time zone?

a. Company Information b. Organization-wide Settings c. Business Hours d. Language Settings Answer: a Notes: From the Company Information section, an administrator can modify the organization name and address, default locale, default language, and default time zone. An administrator can also view the unique Salesforce.com organization ID, number and types of licenses available, and corporate currency.

Question: How can the system administrator give the executive assistant the ability to view, edit, and transfer ownership of all records, but not allow her to delete the records?

a. Create a sharing rule for each object that gives Read/Write access for all records to the executive assistant, and assign her to the highest role in the role hierarchy. b. Change the organization-wide default for all objects to Public Read Only. c. Assign the System Administrator profile to the executive assistant. > d. Assign the executive assistant the highest role in the role hierarchy and a custom profile with the Delete object permission disabled for all objects. Answer: d Notes: To restrict the assistant from deleting records the executive assistant can access, the administrator can create a custom profile and assign it to the assistant. The custom profile will have the Delete object permission disabled for all objects. Moreover, she must be assigned the highest role in the role hierarchy.

Question: Universal Containers set the organization-wide default settings for account to private. The system administrator has added a new role to the role hierarchy. Users assigned to the new role need read access to accounts owned by other members of the role. How can the system administrator meet this requirement? Private - think owner and sharing

a. Select Grant Access Using Hierarchies for accounts. > b. Add the role to the account teams. c. Create an account sharing rule. d. Create a public group for the role. Notes: Answer: c - key here is 'owned by other members of the role.' Private is for owners and who they share records with

Question: How can an administrator customize a standard fiscal year?

a. Select the structure of the fiscal year. > b. Define the start month of the fiscal year. > c. Specify whether the fiscal year is defined by the year it begins or ends. d. Define the start day of the fiscal year. Answer: b & c Notes: The standard fiscal year follows the Gregorian calendar. The administrator can change the start month of the fiscal year and specify whether the fiscal year is defined by the year it begins or ends. The administrator must use a custom fiscal year if their company does not follow the Gregorian calendar, such as a 13-month fiscal year or a fiscal year not starting on the first day of the month.

Question: What does field-level security control?

a. Which fields are automatically generated by the system. > b. Which fields users can view and edit based on their profile. c. Which fields are required in the user interface. d. Which fields are encrypted to users based on their profile. Answer: b - think profile Notes: Field-level security lets you restrict what fields users can view and edit based on their profile. Field-level security restricts access to a field on record detail and edit pages, related lists, search results, reports, and list views.

Multi-select picklists can be dependent picklists

but not controlling fields.

Email to lead is NOT a Salesforce feature

but these are: web to case web to lead email to case

A checkbox can be a controlling picklist

not a dependent pick list

An Approval process begins when a record is...

submitted for approval NOT saved