Salesforce Practice Qs

How can a Dashboard be refreshed? (select 2)

A Dashboard can be scheduled for a refresh automatically, at specified times The user can click the Refresh button on a Dashboard to manually refresh it

CRM Content Pack

A collection of related documents or files that are stored as a group in Salesforce CRM Content. For example, you may want to create a content pack with a product list, price quote, and contract to send to a particular customer. Any file in Salesforce CRM Content can be added to a content pack, from traditional business documents such as Microsoft® PowerPoint presentations and Adobe® PDF files, to audio files, video files, and Google docs. Using email or instant messaging, you can distribute the content pack to colleagues in your organization or leads and contacts outside your organization. The recipient of a content delivery can click a single URL to open a preview player with which he or she can preview and download the content. You can then view tracking information to see how often the content pack was viewed and which documents were downloaded

Feature Licenses

A feature license entitles a user to access an additional feature that is not included with his or her user license, such as Marketing or Work.com. Users can be assigned any number of feature licenses Chatter Answers User Lightning Platform Flow User Knowledge User Live Agent User Marketing User Offline User Salesforce CRM Content User Service Cloud User Site.com Contributor User Site.com Publisher User Work.com User

Profile

A group/ collection of settings and permissions that define what a user can do in Salesforce. A profile controls "Object permissions, Field permissions, User permissions, Tab settings, App settings, Apex class access, Visualforce page access, Page layouts, Record Types, Login hours & Login IP ranges

How can a user relate an Opportunity to a Campaign? (select 2)

Add the Campaign to the Campaign Influence related place on the Opportunity Specify the Primary Campaign Source on the Opportunity

In a Master-Detail relationship, what happens to Detail records when the Master record is deleted?

All Detail Records are also deleted

The VP of Sales has requested that you implement a Configure-Price-Quote solution that has been developed by a third-party vendor. This solution can be installed in your own Salesforce organization. Where would you go to install this application?

AppExchange (Independent Software Vendors (ISVs) develop applications and Lightning Components which you can install into your own Salesforce org to extend functionality. Both the Google Play and Apple App Store may hold Android and Apple specific apps respectively from the vendor, but to install an app directly inside of your own Salesforce instance, the AppExchange is where you would have to go)

Lead record ownership was previously set to a Queue whenever new lead records were created in your Salesforce instance. The Chief Marketing Officer has dictated that this practice must be changed. The new process for Lead Ownership is to automatically assign ownership to an individual, based on the territory in which the lead resides, whenever the Lead is first created. What Salesforce feature would you utilize to fulfill this request?

Assignment Rule

Distinguishing Between the Rules

Assignment rules can be used to assign ownership of a lead to either a person or a queue. You can set criteria to base these assignment decisions on. A lead can be created via a Web-to-Lead form, but it would not determine who the owner is. Web-to-Case would not be relevant because we are dealing with Leads and not Cases. Escalation Rules can change the ownership of Cases, but not Leads - and they are usually time-based and not immediate (regarding requests) Workflow Rules can be used to change ownership of a Lead, but this would not be the ideal method, because a new lead would first be assigned to the queue as the owner and then the workflow rule would change the owner to an individual. You would also have to create a separate workflow rule for each individual person that you wish to assign leads to and set the individualized criteria for each. Not ideal. A Lead Assignment Rule can have a multitude of conditions, and Salesforce will evaluate each until it finds a match.

Website visitors fill out a web-to-case form on your company's website to submit a new case. They often call to be sure the case has been received. The Support Manager wants to eliminate these unnecessary calls into support and asks if an email can be sent back to the submitter of the case to let them know their case has been received and they will be contacted soon. What Salesforce support feature would you implement to satisfy this request?

Auto-Response Rules

What Salesforce feature is used to send an email notification automatically for opportunities with large amounts?

Big Deal Alert

What type of field would you add to a report to quickly categorize report records without creating a formula or custom field?

Bucket Bucketing lets you quickly categorize report records without creating a formula or a custom field. When you create a bucket field, you define multiple categories (buckets) used to group report values

Which Support feature in Salesforce is used for a group of people to work together to resolve a case?

Case Team

A new user requests that their Salesforce user interface display in Spanish instead of English. What can you, as the user's Salesforce Administrator, do to fulfill this request?

Change the Language setting of the user

Which Report Format is not a valid format in Salesforce?

Chart

A user reports they are no longer able to see a field on an Account record that they used to be able to see. What things should you check to troubleshoot why this field has disappeared for this user? (select 3)

Check the FLS of the field to see if it is now hidden for the user's profile Check the Page Layout Assignment for the Profile the user belongs to and determine if the assignment has changed Check the Page Layout to see if the field has been removed from the Layout

Which statement is true as it relates to checkboxes and field dependency?

Checkboxes can be controlling fields but NOT dependent fields

A user reports they are locked out of Salesforce, and you confirm they have had multiple failed login attempts by reviewing their User Detail record. How can you help the user get back into Salesforce? (select 2)

Click the Reset Password button on the User Detail page Click Edit on the User Detail page and check the 'Generate new password and notify user immediately' checkbox

In Activity Management, what is the Salesforce feature that allows users to request meetings with customers, and lets customers select when they can meet, before organizers confirm meeting times?

Cloud Scheduler (The Cloud Scheduler is in the process of being retired by Salesforce. With that said, this feature may very well appear on your certification exam, well into 2018. The Cloud Scheduler causes a New Meeting Request button to display in the Open Activities related list in Activity Management. If you remove this button in your Salesforce org, it cannot be added back. New Salesforce organizations as of Winter '17 will not have the Cloud Scheduler available. This is my way of being sure you know about the Cloud Scheduler, although you cannot experience it any longer in the free developer accounts)

During the Lead Conversion Process in Salesforce, which types of records can be created? (select 3)

Contact Account Opportunity

When mapping fields for the Lead conversion process, which other objects can you map fields to in Salesforce? (select 3)

Contact Account Opportunity

To help prevent duplicates, Salesforce provides Standard Matching Rules for which objects? (select 3)

Contacts Accounts Leads

Your organization has a Sales User profile, of which 30 people are assigned. Your VP of Sales has identified 3 of these users who should have the ability to Delete and Transfer lead records. What is the best option to fulfill this request?

Create a Permission Set and grant these 3 users Delete and Transfer rights on Lead records (A Permission Set is ideal in this scenario. Your goal is to limit the number of Profiles that you create, and this is why Permission Sets were created in the first place. Users can be assigned only one Profile, but can be a member of multiple Permission Sets, which are catered towards the one-off/exception type scenarios which are inevitable in business)

As the Salesforce Administrator, you are invited to a large project kick-off meeting. The Project Manager has tasked you with setting up a way for the project team members (all of whom are Salesforce users) to collaborate on the project by sharing files and tracking progress on Chatter in Salesforce. The request is that only the project team members and yourself should be the only users able to view the project activity in Chatter. What do you create to fulfill this request?

Create a Private Chatter Group and add the Project Team Members

What is not a valid Dashboard Component?

Custom Report Type

The Director of Client Services has asked you to update a Quarterly Revenue Report, so that the report contains additional columns of information. From the report, what would you click in order to make the requested changes to the Quarterly Report?

Customize

The IT Director has mandated that all records in Salesforce must be backed up weekly. Which Data Management tool can be used to meet this requirement?

Data Export NOT Scheduled Report

The VP of Marketing has purchased a list of 60,000 Leads that need to be imported into Salesforce. Which Data Import tool is best suited for importing these records?

Data Loader

You have been tasked with importing hundreds of cases into Salesforce. Which Data Import tool will be able to fulfill this requirement?

Data Loader

Sharing Rules vs. Public Groups

Defining logic of who can see what Public group is just the container of people who you want to give access to something, which is defined by the sharing rule

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

Delegated Administrator

Time-Based Workflow Queue

Displays pending actions in your org, along with the time that they are set to happen

Workflow Rules

Do not impact anything in real time on your screen They only come into play when you save something Take action on the record They can trigger off 4 different things: 1. Field updates 2. Outbound messages 3. Tasks 4. Email alert

Why can you not deactivate a departing administrator's user account?

Due to the entanglements the departing System Administrator has in the system, which are specified in the question as example scenarios, you would be blocked from de-activating their user account The freezing of a user still consumes a license in your org, which you will ultimately want to free up by deactivating the user, but this will take time as you reassign these report scheduled deliveries, dashboard running user assignments, etc. over to you or another System Administrator

Which statement is true when assigning a Task to a Group in Salesforce?

Each member is assigned a copy of the task

Which actions can be performed immediately from a workflow rule? (select 4)

Email Alert Field Update Task Creation Outbound Message

The Support Manager has requested that all cases that are not updated by a Support rep within 6 hours of creation should be re-assigned ownership to the Tier 2 Executive Support Queue. Which support solution should be utilized in Salesforce to fulfill this request?

Escalation Rule (Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry. You can create rule entries, which define criteria for escalating a case, and escalation actions, which define what happens when a case escalates)

True or False: A Lookup Relationship cannot be established between an object and itself, such as a Lookup Field to Contact on the Contact object.

False

True or False: Once you have set a Custom Fiscal Year for your Salesforce organization, it can be reverted back to a Standard Fiscal Year.

False

True or False: The Process Builder cannot be used to post a message to Chatter.

False The Process Builder does support Post to Chatter as one of its available Action Types

The Director of Sales Operations wants to display additional information on Opportunity records. The specific request is to pull in the picklist value that is displayed in the Type field on the Account so that it can be viewed and displayed as well on the Opportunity. What type of custom field can be created on the Opportunity object to fulfill this request?

Formula

The Director of IT alerts you late in the day that another Salesforce administrator in your organization has abruptly left the company. This departing administrator's user account cannot be deactivated, because they are tied to several key dashboards as the running user, they are tied to several scheduled reports that are delivered daily, and they have several other core settings in the system that will take time to reassign to you. You need to prevent this departing administrator from being able to log in to Salesforce, as quickly as possible. What can you do to fulfill this request, without deactivating the departing administrator's user account?

Freeze the departing administrator's user account To Freeze, go to their User Detail page

Where are apps installed off AppExchange displayed?

Installed Packages

Why is the Process Visualizer helpful?

It is helpful in gaining buy-in from step owners and reinforcing company policies by documenting the decisions you reached when the approval process was designed

Which of the following components may be selected to display in a Home Page Layout. (select 4)

Items to Approve Dashboard Snapshot Tasks Calendar

What do you create in Salesforce to establish a MANY-TO-MANY relationship between two objects?

Junction Object Technically, a Junction Object is indeed a Custom Object that you create. However, to establish the many-to-many relationship between two objects, you create two master-detail relationships from the junction object (detail) to the two desired master objects. This is called a Junction Object in Salesforce and is the way that you establish a many-to-many relationship

The VP of Sales informs you that a Sales Executive who owns many account records has just left the company. The ownership of these accounts needs to be changed to the VP of Sales, immediately. What Data Management tool is best for quickly making these ownership changes?

Mass Transfer Records Option found under Data Management in Setup You can also get to this functionality via the Accounts tab - look for the Transfer Accounts link under the Tools section at the bottom-right of the screen

Which relationship supports roll-up summary fields?

Master-Detail Relationship

Which statement is true as it relates to Multi-select picklists and field dependency?

Multi-select picklists can be dependent picklists but NOT controlling fields

Custom Objects

Objects that you create to store information that's specific to your company or industry I.e. Property object to store information about the homes your company is selling

A user needs to be able to delete Cases in Salesforce. Which Security settings can accommodate this request? (select 2)

Permission Set Profile (Profiles and Permission Sets can be used to set CRUD (Create / Read / Update / Delete) levels under Object Permissions. Roles dictate which individual records users are able to access, but doesn't determine CRUD rights. IP Ranges has absolutely nothing to do with the ability to delete cases)

You have created a complex approval process in Salesforce and now need to provide a visual diagram that encompasses the different steps of the approval process. What tool would you use in Salesforce to access this visual diagram of the approval process?

Process Visualizer

Which Security features in Salesforce can be utilized to grant Users access to specific Apps? (select 2)

Profiles Permission Sets

Where do you edit record access?

Public Groups and the Role Hierarchy have to do with what records you have access to and not the Apps you have access to

Roles dictate...

Records (which individual records users are able to access)

The Chief Marketing Officer needs to see the daily response rate for campaigns, and wants to track this historically, in order to monitor trends over time. What analytics feature in Salesforce would you use to satisfy this request?

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

What types of scheduling does Salesforce support for Products, once scheduling has been enabled in an org? (Select 2)

Revenue Schedules Quantity Schedules

All records + all objects

Role hierarchy

Roles vs. Profiles

Roles = what you are Profiles = what you can do

The Director of Clients Services has asked you to add a new field on all Account records. This new field needs to provide the total amount of all won opportunities for each individual account. What type of field should you create to fulfill this requirement?

Roll-Up Summary

A user reports that a couple of Stages are no longer visible in Opportunities. Where should you go in Setup to make those stages visible again?

Sales Processes

Standard User Licenses

Salesforce Knowledge Only User Identity External Identity Work.com Only User

In your Administrator job with Universal Containers, you have found that the Company Information screen in the Company Profile section of Salesforce displays important information regarding your Salesforce organization. Which of the following are items that are accessible and displayed from the Company Information screen in Salesforce? (select 3)

Salesforce Org ID User licenses used and remaining (for Salesforce Platform, etc.) Feature licenses used and remaining (for Marketing User, Knowledge User, etc.)

Lightning Platform User Licenses

Salesforce Platform Lightning Platform - One App Lightning Platform App Subscription Company Community User

The head of the Field Sales Division has reported that several Sales Reps see the desktop Salesforce website version instead of the mobile Salesforce version when going to login.salesforce.com in their mobile browser. What setting must be changed in order to automatically send mobile browser users to the mobile browser version of Salesforce.

Salesforce1 User setting on the User Record

The Director of IT has asked that you set all Salesforce System Administrators to where their Salesforce passwords never expire. All of these users currently have the Standard Profile of System Administrator. What would you need to do to fulfill this request?

Set the password to never expire in the standard System Administration profile, under the Password Policies section of the profile (Another way to accomplish this would be to clone the Standard System Administrator Profile to make a new Custom Profile. From there, you could set the Password never to expire for this new Custom Profile. This is a common request, especially for API related user accounts that are for integration purposes, to avoid breaking integrations every few months when a password expires)

Each individual object

Sharing rules

Campaign Influence

Sometimes referred to as Customizable Campaign Influence now Enables you to relate an Opportunity to a Campaign

When an object tab is invisible, what setting is it on?

Tab Hidden

What are valid Dashboard Components?

Table Metric Gauge Pie Chart S-Control Line Chart Donut Chart Funnel Chart Scatter Chart Visualforce Page Vertical Bar Chart Horizontal Bar Chart

Which Report Formats are a valid format in Salesforce?

Tabular Joined Summary Matrix

When creating a custom object, what are the two valid data type options for the Record Name field? (select 2)

Text Auto-Number (When you create a custom object, you can select whether you want the Name field for each record to follow an auto-number format (when the name of the records don't matter and you want to avoid naming consistency issues with users) or to allow a manual text entry by the user. For auto-numbering, you can specify the format and the starting number for the sequence)

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

The login request is denied

A user reports that a multi-select picklist field on the Opportunity object sometimes is missing certain picklist values, and yet other times the full set of values appears. This behavior varies from record to record, and you need to make these values consistent across all opportunities. What is the most likely reason this is occurring?

The picklist field values are set differently for the different Opportunity Record Types (If multi-select picklist values appear to be missing, check the values that are set for the picklist at the record type. In this scenario, you would go to Setup > Opportunities > Record Types and select a Record Type. From there, you'll see the Picklists Available for Editing. Click Edit next to the desired picklist and confirm that the appropriate values are in the Selected Values column. You will need to do the same steps for each of the Opportunity Record Types to fulfill the requirements in this scenario. The Field Level Security only determines if a user can see and edit a field, but doesn't control which multi-select picklist values display to a user. The same can be said for the Page Layout and Page Layout Assignments - these will determine if a field displays, but not the contents of a multi-select picklist field)*

Which statements are true as it relates to the Running User of a Dashboard in Salesforce? (select 2)

The running user can be changed on the dashboard view page by authorized users The running user's security settings will determine which data to display in the dashboard (Each dashboard has a running user)

You have a time-based workflow action scheduled to fire tomorrow and it is visible in the Time-Based Workflow Queue. Which statement is true, if the criteria for this time-based workflow action is no longer valid once you update the record today?

The time-based workflow action will be removed from the Time-Based Workflow Queue and will no longer display, since the criteria for this action is no longer valid

Your Salesforce organization's Login Hours are set from 7 AM to 7 PM. A user logs in at 6:57 PM and is viewing a record when the clock passes 7 PM. Which of the following scenarios happens once a logged in user is outside of the specified Login Hours for an organization?

The user can continue to view the page they are currently on, but if they navigate away from the page, they will be logged out

A user reports that they are unable to log in to Salesforce. You check their User Record and see no login attempts for them today. What is the user likely doing wrong? (select 2)

The user is entering the wrong Username The user is attempting to log in to the wrong location, such as a Sandbox at test.salesforce.com instead of a Production instance at login.salesforce.com

Which statement is true as it relates to Sharing Rules in Salesforce?

These are created to grand additional access to records beyond what was originally specified with the OWD

Standard Objects

These are objects included with Salesforce, by default, for example the objects used to store data in standard tabs such as accounts, contacts, or opportunities Lead Contact Account Opportunity

True or False: Changing the Locale on a User record will potentially change the format of Date and Number fields for that user.

True

True or False: Content Packs created in Salesforce CRM Content can be distributed to colleagues in your organization and to leads and contacts outside of your organization?

True

True or False: If you change a field from a field type of multi-select picklist to a picklist, existing data will potentially be lost.

True

True or False: Setting an object to Private makes those records visible only to record owners and those above them in the Role Hierarchy.

True

How do you deactivate a user in Salesforce?

Unclick "Active" checkbox

The Marketing Manager has complained that Lead records in Salesforce have inconsistent formatting of phone numbers. What could you utilize on Lead records to enforce consistency with phone number entries in Leads?

Validation Rule

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

Validation Rule

Which are valid Data Sources that may be used for Dashboards? (select 2)

Visualforce Pages Reports Select these from the Data Sources tab when creating or editing a Dashboard

The Operations Manager has requested that a form be added to the Company website, so that customers can fill out support requests. These requests need to create a new case in Salesforce upon submission from the website. What Salesforce feature would you utilize to fulfill this request?

Web-to-Case

Auto-Response Rules vs. Workflow Email Alerts

Workflow email alert - Designed for notifications to interested parties - Runs when a case/lead is created or edited - Sends email to anyone you choose - Sends one email per email alert - Each workflow rule can have up to 10 email alerts as immediate actions, 10 email alerts per time trigger as time-dependent actions - 10 time triggers Auto-response rule - Designed for initial response to the contact who created a case/ submitted a lead on the Web - Runs when a case/lead is created (NOT edited) - Sends email to contact on case/ person who submitted lead on the Web - Sends one email based on the first rule entry criteria it matches in a sequence of rule entries