Salesforce Cert Exam

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 requests. Which permission should a system admin enable in a custom profile to meet this requirement in a private sharing model?

"View all" for Opportunities

User locked out from multiple attempts. What can sys admin do to help user login? (2)

1. Click unlock on the user's record detail page 2. Click "Reset password" on the user's record detail page

Which option is available to a system admin when managing passwords for Salesforce User (3)

1. Grant users "password never expires" 2. Customize message to locked-out users 3. Reset passwords for all users at once

Which feature license can be assigned to a user record in Salesforce? (2)

1. Knowledge User 2. Service Cloud user

What is true regarding Salesforce usernames? (2)

1. Usernames must be globally unique 2. Usernames must be formatted as an email address

Using the "Add Multiple Users" capability, how many users can you upload at one time given 25 available licenses?

10

How many child objects can be included in a custom report type?

3

IPI support has office hours Mon-Sun 8a-8p but does not work Christmas, Thanksgiving, and several other holidays throughout the year. Cases are escalated according to working hours within the organization. How should this be configured in Salesforce?

A recurring holiday must be added for each holiday and associated to the correct business hours Business hours must be configured to define the working hours Mon-Sun, 8am-8pm

When a case assignment rule is created, the rule can be used to assign cases to whom?

A specific queue A specific user

What is possible with a workflow task action?

A task can be reused in multiple workflow rules A task will show up in the object's activity history

What is an option when customizing a report?

Add a filter Add a grouping level Add SUM or AVERAGE summary fields

Which statement is true regarding an approval process? (2)

An approval action defines what happens as a result of record approval The Approval History related list can be used to track the process

What can be done with a workflow field update action?

Apply a specific value to a field Change the record type of a record

Sales Manager wants all Sales Users in the department to see a Dashboard that displays Total Closed/Won Opportunity Amount by User on a monthly basis. That way, the Sales Users can compare their performance to their peers.

Ask the Sales Manager to create the Dashboard from the Opportunities by User Report, select "View Dashboard as Me" and save in the shared Dashboard Folder. ------ extra info: for a group to see dashboard, must be in SHARED folder dynamic dashboard changes data based on user viewing view dashboard "as me" let's everyone see it as if she is the sales manager

Universal Container 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 admin need to configure to meet this requirement?

Auto-response rule

Which data import tools will respect active duplicate management rules?

Both Data Import Wizard and Data Loader

What should an admin consider when setting up the case feed?

Chatter Feed tracking must be enabled for the case object.

What can an admin configure for users on the search result page (via Search Settings (Classic) or Search Layouts)? (3)

Columns displayed for each object (via Search Layouts) Number of records displayed for each object (via Classic Search Settings) Whether document contents are searched (via Classic Search Settings)

How long can a New User 'Welcome to Salesforce' link be valid?

Configurable to 1 Day, 7 Days or 180 Days

An administrator needs to load 3,000 new users into Salesforce. What is the best way to bulk-create new users?

Create a .csv file and import using data loader.

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

Create a criteria-based sharing rule

Sales reps at UC should not be able to create leads, delete their own accounts, or send mass emails. How can an admin meet these requirements?

Create a custom profile

The marketing team, several (but not all) executive users, and several (but not all) users from sales ops should be granted the ability to access several list views and a report folder. As the Salesforce admin, how would you structure access?

Create new public group and assign each user to this group. Specify the public group within the sharing criteria for each list view and the folder report.

A sales executive at Universal Containers wants to be notified whenever high-value opportunities are created for hot accounts. How should an admin meet this requirement?

Create the workflow rule on the opportunity object --- escalation only for case

What must a system admin 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 of the dashboard

Universal Container wants to automatically backup all Salesforce data on a monthly basis. Which tool can a system admin use to meet this requirement?

Data export service

Dan creates an opportunity record and then associates a Powerpoint deck to the opportunity via Chatter. The opportunity record impacts ___ storage, while the Powerpoint deck impacts ___ storage.

Data, file

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

Date Fields

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 admin meet this requirement?

Define a role hierarchy where the Sales Operations role is above the sales reps role

How can you access Salesforce on a mobile device? (Choose 2)

Download the Salesforce mobile app Access the web browser on the mobile device

Which 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

Which setting can a system admin control in the Salesforce User Interface settings? (3)

Enable collapsible sections Enable hover details Enable enhanced list views

What user interface setting must be enabled for users to edit records in a list view? (2)

Enhanced Lists Inline Editing

When are validation rules applied when using Salesforce for Outlook?

Every time data is synced with the server

Change background color scheme for entire Salesforce org

From Themes and Branding menu in Set up

Each dashboard has a running user, whose security settings determine which data to display in a dashboard.

Gauge Metric

How can a sales rep send a document to a customer for signature and capture the signed document in Salesforce?

Install a signature-capture app from the AppExchange

Julie and Jim are both sales reps in your organization and are collaborating on an account "Squared Wireless." Jim currently owns the account, and Julie cannot view the record in Salesforce. Jim would like for Julie to have the ability to view and edit the "Squared Wireless" account record. All other account records owned by Jim should remain not visible to Julie. Account collaboration is rare within your organization. Julie and Jim are assigned the same role and profile. How can this be solved in Salesforce?

Instruct Jim to manually share the account record

Susan navigates to the leads tab and selects "Unread Leads" from the drop down menu, and is presented with a series of lead records. "Unread Leads" is an example of which of the following?

List View

Which setting is available to customize Salesforce mobile app branding?

Loading Page Color Brand Color Loading Page Logo

Which of the following is a standard Salesforce app? (3)

Marketing Sales Services

Mary is a sales rep that travels extensively. She states that she consistently uses the same web browser on the same laptop, yet is still frequently prompted for computer activation. What could cause this to happen?

Mary is attempting to access Salesforce from new and different locations which triggers the verification

Data Loader can be used to load _____ objects.

Most

Bob is a Salesforce system admin. He creates a sandbox to test a feature that will require activation. Bob submits a case to Salesforce support from the production environment. Support requests the org ID of the environment that Bob would like the feature activated within. Can Bob provide support the production org ID?

No, the production org ID will never match the org ID of any of its sandboxes

Jenny is a Salesforce.com admin for Inspired Products, Inc. (IPI). IPI's fiscal quarters are comprised of two four week months, and one five week month, beginning in January. IPI would like to report on their opportunity pipeline segmented by fiscal quarter. What does Jenny need to consider when configuring Salesforce? (2)

Once enabled, custom fiscal years cannot be disabled A custom fiscal year would be required to suit IPI's needs

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

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

Customer service reps must be able to create cases and edit cases that they own. However, they should not be able to view cases owned by any other users. Org-wide defaults for the case object must be set to which of the following?

Private

Where can multilingual solution search feature be enabled? (2)

Public Knowledge Base Self-service portal

When using sharing rules, what users can records be shared with? (2)

Public groups Roles and subordinates

Universal Containers needs to use cases to manage both customer support issues and internal change requests. Which functionality should a system admin use to meet this requirement? (3)

Record types Support Processes Page Layouts

Which setting can a system administrator enable in the user interface? (2)

Related list hover links Printable list views

What should an admin consider with configuring workflow rules?

Rule actions can take place immediately upon save or on a specific date Rules can be evaluated when records are created or edited

What permission is set in a user profile?

Run reports Object "CRUD" permissions Mass email

Which dashboard feature allows users to see a dashboard with only their own data?

Running user ----- Each dashboard has a running user, whose security settings determine which data to display in a dashboard.

How can a new system administrator quickly provide access to adoption reports and dashboards for managers?

Search the AppExchange for free adoption reports

What feature license is needed to use the Console for Service?

Service Cloud User

Universal Containers 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 admin meet this requirement?

Set the OWD sharing to private and create a sharing rule to share Retirement accounts with all sales users

How can a system admin restrict users from viewing certain fields in list views, searches, page layouts, and reports?

Set the field to hidden using field-level security

Which statement about sharing rules is true? (2)

Sharing rules open up access of records Sharing rules grant record access to roles and public groups

Where can conditional highlighting be used?

Summary reports Matrix reports

The support group at Universal Container wants agents to capture different information for product support and inquiry cases. What feature should an admin use to meet these requirements?

Support processes Page layouts Record types

Jim has logged into Salesforce. He clicks the leads ___ along the top of the screen, and then clicks the new button. He enters a lead name, company, and demographic information, and clicks save. Jim has created a lead ___ within the lead ___.

Tab, record, object

Which of the following can be setup to sync with Outlook via Lightning Sync for Microsoft Exchange?

Tasks Events

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

The "Automated Case User" specified in Support Settings

Which is a feature of custom report type?

The ability to join related objects within report

Universal Containers stores employee evaluations in a custom object. The employee evaluations object's organization-wide default sharing is set to "Private." What must be true in order for a manager to see another person's employee evaluation records? (2)

The manager must be above the person in the role hierarchy. The Org-wide default must be set to "Grant Access Using Hierarchies."

What does a custom report type determine?

The objects that are available when building a report The field that can be used as columns when building a report

Salesforce calendar are several hours off after cross-country flight

The time zone on user record needs to be updated to reflect the change in time zone

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

What must be true in order for a user to Mass Transfer Leads? (2)

The user must have the Transfer Leads OR Transfer Records system permission The user must have at least READ sharing access on the records

What is true about Themes in Lightning experience?

Themes don't apply to Salesforce Classic or to mobile.

The Organization Wide Defaults for Opportunity are set to "read only". A custom field "Commission" has been added to the Opportunity object. Each user should be able to view this field for records that they own, but not for records they do not own. How can this be accomplished using Salesforce security config?

This scenario cannot be fully solved using the Salesforce security configuration. A custom approach will be required.

What is the purpose of the 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

How can Knowledge articles be used? (2)

To display a self-service knowledgebase on a website To help agents resolve customer cases quickly

You are the Salesforce admin for a US-based company with a satellite office in Berlin. The Berlin office does not currently use Salesforce, but is scheduled to begin within the next few months. In order for the Berlin office to be effective, they will need to view Salesforce in German and enter currency amounts in Euros. The US office must be able to report all opportunities in US dollar amounts. A static conversion rate between USD and EUR is acceptable for launch. What do you need to consider for this implementation? (3)

Translation must be configured for custom objects, tabs, fields and picklist values. Enabling multiple currencies will require feature activation by Salesforce. Feature activation can take several days to complete. Multiple currencies must be enabled prior to establishing conversion rates between currencies.

Which statement is true regarding the Answer community?

Unanswered questions are automatically escalated to new cases Answers can be displayed externally on a customer or partner community

How can you relabel a column on a report without renaming the underlying object field?

Use a custom report type to change the column label for that report

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

Use an external ID field to match records between the systems

Universal Container requires that the organization-wide default for opportunities be set to public read/write. However, sales users are complaining that opportunity reports return too many results, making it difficult to find their team's opportunities in the report results. How can the system admin address this problem?

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

A user received an error message when attempting to log into Salesforce. What is the first step the Salesforce admin would take to troubleshoot the problem?

View login history

When should a system admin consider using the Salesforce AppExchange?

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

What type of customization can be done on Activities?

Workflow Rules Custom Fields

The recruiting 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 account's support plan expires. What should an admin configure to meet this requirement?

Workflow rule