Salesforce Admin

Chatter Groups Features

1) Collaborate in a private, public, or unlisted group. 2) Use announcements for important messages 3) Post updates, files, and links. 4) Include customers in private groups

What are three reports that can be used to display a list of the Top 10 Accounts on a dashboard?

1) Tabular report with Rows to Display set to 10 2) Summary report with a chart 3) Summary report without a chart

What is the maximum number of components that can be added to a single Dashboard? A) 3 B) 15 C) 20 D) 50

20

How many users can be added to a workflow rule to send an email alert to members who do not use Salesforce.

5 users can be added

Support wants the same technical engineer group to be associated with each new case. What should a system admin define to implement this requirement?

A case assignment rule to associate the case team

Data Import Wizard

A tool to import data for many standard Salesforce objects. You can import up to 50,000 records at a time.

Lookup Filter

Admin settings that restrict the valid values and lookup dialog results for lookup, master-detail, and hierarchical relationship fields. EX. Restrict the account name field on opportunities to allow only active accounts.

Flow

An application that can execute logic, interact with the Salesforce database, call Apex classes, and collect data from users.

Activate an Approval Process

An approval process must have at least one step before you can activate it. After an approval process is activated, you can't add, delete, or change the order of the steps, or change its reject or skip behavior, even if the process is inactive.

What are two Initial Submission Actions in an Approval Process? Choose 2 answers. A) A task can be assigned to users in a specific Profile. B) An outbound message can be sent to another application. C) The value of a field on the record can be updated. D) The record is locked for everyone except the Owner.

Answer1: A task can be assigned to users in a specific Profile. Answer2: The record is locked for everyone except the Owner.

The marketing team is asked to provide branding and messaging for email templates to be used throughout the customer support process. In which two locations can the System Admin implement customer-facing email templates with respect to Cases? Choose 2 answers. A) Owner Assignment Notifications B) Case Escalation Notifications C) Case Auto-response Rules D) Support Rep's Send Email options

Answer1: Case Auto-response Rules Answer2: Support Rep's Send Email options

Which three report charts show how many leads are in the marketing pipeline based on lead status and what percent each lead status represents? Choose three answers. A) Line chart B) Funnel chart C) Donut chart D) Pie chart E) Grouped bar chart

Answer1: Funnel chart Shows the number of leads as well as the percentage of leads as part of the whole Answer2: Donut chart Shows the number of leads as well as the percentage of leads as part of the whole Answer 3: Pie chart Shoes the number of leads as well as the percentage of leads as part of the whole

Which two changes are tracked in the Setup Audit Trail? Choose two answers. 1) Resetting a User's password 2) Creating a List View 3) Using the Data Import Wizard 4) Using the Data Loader

Answer1: Resetting a User's password Answer2: Using the Data Import Wizard

Which two actions should the administrator perform to ensure that the finance user sees opportunities in the pipeline report? Choose two answers. A) Change the org-wide opportunity sharing default to Public Read B) Update the report filter to show all opportunities C) Create a new report formula on the pipeline report D) Select Save Hierarchy Level on the pipeline report

Answer1: Update the report filter to show all opportunities. Allows users with the View All Data permission enabled to see all of the opportunities on the report. Answer2: Select Save Hierarchy Level on the pipeline report. This ensures that the hierarchy level that was used when creating a report stays intact. So if a user had permission to see reports originally, the same applies when any subsequent report is created.

How should a sales rep create an all-day event in Salesforce? A) Ask the system admin to check all-day events in the activity settings B) Check the all-day event checkbox on the event C) Use a task for an all-day event because then no time fields are needed D) Ensure the event is scheduled for times within the Start and End of Day hours.

Answer: Check the all-day event checkbox on the event. This avoids the office hours discrepancies of sales reps across multiple time zones.

What should an admin do to ensure that product managers can report on opportunities in their product line? A) Move all product managers to a role below the sales reps B) Create a new role for product managers and sales reps C) Create a sharing rule based on criteria D) Save all opportunity reports in a public folder

Answer: Create a sharing rule based on criteria. Criteria-based sharing rules determine what records to share based on field values other than ownership

The CEO does not want to see the list of contacts when viewing an account page, but still needs access records, how can this be accomplished? A) Create an account page layout without the Contacts Related List B) Remove Account Related List from the contact page layout C) Remove read access permissions for contacts from the CEO's profile D) Set the Contact Org-wide Default settings to private

Answer: Create an account page layout without the Contacts Related List. Remove the contacts related list from the account page layout would prevent the user from seeing contacts on the account page, but they would still have access to contact records

What should an admin configure to provide each sales rep a dashboard that shows their current opportunity pipeline? A) Set a dashboard filter to the current user B) Set the dashboard running user to "the dashboard viewer" C) Filter the dashboard with a dynamic view set to the VP of Sales D) Create a dashboard folder for each user

Answer: Set the dashboard running user to "the dashboard viewer". This ensures that the dashboard shows data relevant to only the user viewing it.

Ursa Major has a team of account managers that requested email alerts anytime an opportunity or case is created on accounts that they own. What is the minimum number of workflows needed to accomplish this task? A) No workflow rules, but two email alerts B) Two workflow rules with one email alert each C) One workflow rules with two email alerts D) Four workflow rules for create and update on opportunities and accounts

Answer: Two workflow rules with one email alert each. Each workflow rule applies to a single object. Opportunity and/or case need a separate workflow for each object.

Ursa Major wants internal support requests to be directed to any of the IT representatives. They want external support requests to be directed to customer support reps based on the contact's location. What should the system admin use to set this up?

Assignment Rules and Queues

Approval Process

Automates how records are approved in Salesforce Specifies each step of approval including from whom to request approval and what to do at each point of the process

2 steps needed before deleting an approval process

Before you delete an approval process: 1) Make sure it's inactive 2) Delete pending approval requests that are associated with it, and remove them from the Recycle Bin.

What two related lists should be added to the opportunity page layout to track how campaigns contribute to the overall pipeline?

Campaign Influence & Contact Roles

How can multiple Campaign records be associated with a single opportunity?

Campaign influence

Quick Action

Can be: Object-specific or Global actions Only create, update, and log a call actions are supported. You can also use actions in a process, and can set values for fields that are only part of the action's layout.

The sales manager is concerned that the pipeline report is not accurate due to multiple opportunities for the same end customer. How should the sales process be modified to ensure opportunities are not double-counted in the pipeline?

Change the forecast category to Omitted on the duplicate opportunities.

What should the administrator do first to troubleshoot login error messages? A) Search for the debug log for the error message B) Check the user's login history related list on the user record C) Review entries in the Setup Audit Trail D) Log in as the user to view the error message

Check the user's login history related list on the user record

Sales reps request a method to track product strengths and weaknesses compared to those offered by other vendors. What should the system admin implement?

Competitors on the opportunity page

What feature tracks how often a file is viewed?

Content deliveries

Universal Containers wants Sales Reps to process credit card payments when an Opportunity is Closed Won. Which approach should the System Admin use to enable this feature? A) Create a Workflow Rule Email Alert to notify Finance B) Build a standard Visualforce page and Salesforce site C) Add payment detail custom fields to the Opportunity D) Install an AppExchange credit card payment package

Create a Workflow Rule Email Alert to notify Finance

What should an admin do to organize the fields available on a report?

Create a custom report type

Universal Containers uses a private sharing model for Cases. Each product line has several product specialists who want to have visibility to all Cases involving their product line. How should the System Administrator meet this requirement? A) Create an owner-based Case Sharing Rule to share corresponding Cases with the product specialist role B) Add the product specialists to the Account Team for each Account that has purchased a product from the product line C) Create a pre-defined Case Team for each group of product specialists and assign the team using Case Assignment rules D) Change the Org-Wide Default for Cases to Controlled By Parent and add product specialists to Account Teams

Create a pre-defined Case Team for each group of product specialists and assign the team using Case Assignment rules

How should the admin give visibility to product specialists with cases involving their product line?

Create a predefined case team for each group of product specialists and assign the team using Case Assignment Rules

How should an admin configure a report for each sales rep to see their own open opportunities? A) Create a reporting snapshot group by sales rep B) Create a report with a cross filter by My Opportunities C) Create a report filtered by My Opportunities D) Create a report schedule for each sales rep

Create a report filtered by My Opportunities

Ursa Major wants to assign a task to account managers automatically when a customer's agreement is about to expire. How should an admin configure this functionality?

Create a time-based workflow on account with a rule criteria of Agreement End Data greater than TODAY()

How should the system admin implement biweekly notifications for sales reps that include opportunities that need attention based on the opportunity owner's last login, past due opportunities, and all opportunities that have not been updated in the last 30 days?

Create opportunity update reminders

Data Loader vs Import Wizard

Data Loader: Load 50k to 5mil records. Schedules regular data loads, such as nightly imports. Export your data for backup purposes. Import Wizard: Load less than 50k records. Prevent duplicated by uploading records according to account name and site, contract email address, or lead email.

Assignment Rules

Define conditions that determine how leads or cases are processed

What configuration action should be performed to ensure every case gets assigned to a valid owner?

Define the default case owner in support settings

User License

Determines the baseline of features that the user can access

How Can a System Admin discover who added a field to the account page layout? A) Create a poll in the Admin Chatter group B) Review the Account Last Modified By field C) Download the Setup Audit Trail D) Run an Account History Report

Download the Setup Audit Trail

What can the system admin synchronize between Salesforce and Outlook using Lightning for Outlook? A) Events B) Accounts C) Notes D) Tasks

Events

Process Trigger

Every process includes a trigger, which tells the process when to start. How you configure that trigger depends on what type of process you're creating: Record change, event, invocable.

Web-to-case

Gather customer support requests directly from your company's website and automatically generate new cases with web-to-case.

Salesforce Mobile App

Gives you access to the same information you see on your computer, but organized for getting work done while away from the office

Which Salesforce capability allows customers to vote on new product features? A) Ideas B) Articles C) Answers D) Knowledge

Ideas

What is a benefit of using a Lookup Filter instead of a Validation Rule? A) Improves user efficiency when selecting a related record B) Better error messages when an incorrect record is selected C) Adds the ability to edit multiple records from list views D) Faster page refresh on the Salesforce Mobile App

Improves user efficiency when selecting a related record

What two objects can be related to campaign members?

Leads & Contacts

What should the system admin do when users are unable to find a custom report type? A) Make sure the user profile includes the report type B) Add the new report type to the related objects C) Add a button for the new report type to the Report Builder D) Make sure the new report type is deployed

Make sure the new report type is deployed

Which method should the system admin use to convert all of the standard country fields to ISO codes?

Mass update addresses

Custom Objects

Objects, having five standard fields, created by users to address their need

What configuration option shows sales reps the fields must fill in prior to saving an opportunity?

Page Layout required fields

Which queue should the admin view to monitor pending actions? A) Background Jobs Queue B) Process Action Queue C) Mass Email Queue D) Outbound Messaging Delivery Queue

Process Action Queue

Where should the system admin change the password expiration period for the sales rep users? A) Permission Sets assigned to the users B) Profiles assigned to the users C) Individual user records D) Roles assigned to the users

Profiles assigned to the users

What option can be added to Outlook Publisher Layouts?

Quick Actions

What set of Salesforce records is exported by choosing the Export All option instead of Export in Data Loader?

Records for a specified object including records in the recycle bin

Activities

Records of the interactions your organization has with records such as your accounts, contacts, and opportunities. They can be either tasks or events.

Role Hierarchy

Salesforce offers a user role hierarchy that you can use with sharing settings to determine the levels of access that users have to your Salesforce org's data. Roles within the hierarchy affect access on key components such as records and reports.

What are two final approval actions in an approval process? Choose two answers. A) Send and outbound message B) Create a chatter post C) Add an email alert D) Call apex

Send an outbound message & Add and email alert

Auto-response rules

Send automatic email responses to lead or case submissions based on a record's attributes

Universal Containers uses a custom object within the product development team. Product development, executives, and System Administrators should be the only users with access to records of this object. Product development needs read/write access to all the records within the object, while the executives should only be able to view the records. How can the System Admin configure the security model to meet these requirement? A) Set the Organization-Wide Defaults for the custom object to Public Read Write; create a Read Only Sharing Rule to share all records in the object with the Executive Public Group. B) Set the Organization-Wide Defaults for the custom object to Public Read Write; Give the Product Development Profile Read, Create, Edit permissions; give the Executive Profile Read Only permissions for that object. C) Set the Organization-Wide Defaults for the custom object to Private; add the Executive users to the default team for the object; add the default team to all the records. D) Set the Organization-Wide Defaults for the custom object to Private; give the Product Development Profile Modify All for the object; give the Executive Profile View All access.

Set the Organization-Wide Defaults for the custom object to Public Read Write; Give the Product Development Profile Read, Create, Edit permissions; Give the Executive Profile Read Only permissions for that object.

Sharing Rules

Sharing rules give chosen users greater access by making automatic exceptions to your org-wide sharing settings. Use sharing rules to extend sharing access to users in public groups, roles, or territories.

Report Type

Standard Report: Gives you access to most Salesforce data. Ex. the opportunities report type gives you access to opportunity records and fields in your report. Custom Report: Gives you access to custom object in Salesforce, or custom views of standard object, which your admin configures.

Which report should a System Administrator use to display the number of Contacts related to an Account? A) Tabular report with a report formula B) Tabular report with a Roll-up Summary Account field C) Summary report with a report formula D) Summary report with a Roll-up Summary Account field

Summary report with a Roll-up Summary Account field

What report should an admin use to display the number of contacts related to an account?

Summary report with a report formula

A system admin cannot share a report folder. What is a possible reason?

The folder is private

Matrix Report

The report allows you to group and summarize data by both rows and columns. It can be used as the source report for dashboard components. Use this type for comparing related totals, especially if you have large amounts of data to summarize and you need to compare values in several different fields, or you want to look at data by date and by product, person, or geography. Matrix reports without at least on row and one column grouping show as summary reports on the report run page.

Summary Report

The report is similar to a tabular report, but allow users also to group rows of data, view subtotals, and create charts. It can be used as the source report for dashboard components. Use this type for a report to show subtotals based on the value of a particular field or when you want to create a hierarchical list, such as all opportunities for your team, subtotaled by Stage and Owner.

Validation Rules

They verify that the data a user enters in a record meets the standards you specify before the user can save the record.

Filter Logic

This customizes how existing filters apply to your report. Each filter is assigned a number If you'd like your report to return records that meet the criteria of Filter 1 and either Filter 2 or Filter 3, use this filter logic: Filter 1 AND (Filter 2 OR Filter 3) Filter logic requires at lease one field filter.

A delegated admin cannot edit the Created Date field for the Account record. What reason should the admin give for why this is occurring?

This is a System Audit field and it's read-only for existing records without logging a case

Tabular Report

This report is the simplest and fastest way to look at data. Similar to spreadsheets, it consists of an ordered set of fields in columns, with each matching record listed in a row. Tabular reports are best for creating lists of records or a list with a single grand total. They can't be used to create groups of data or charts, and can't be used in dashboards unless rows are limited. EX. contact mailing lists, activity reports

Universal Containers created a Time-Based Workflow rule that sends a follow-up email to the customer two days after a Case is closed. The System Administrator wants to verify that the workflow functions correctly. Which queue should the System Admin view to monitor pending Workflow Actions? A) Mass Email Queue B) Background Jobs Queue C) Outbound Messaging Delivery Queue D) Time-Based Workflow Queue

Time-Based Workflow Queue

How long is data stored in the Recycle Bin?

Up to 15 days

How can a system admin discover who added a field to the account page layout?

Use the Setup Audit Trail

In which order does Salesforce process the immediate actions associated with Workflow Rules and related business automations for a newly created record? A) Validation Rules, escalation rules, assignment rules, auto response rules, workflow rules B) Escalation rules, validation rules, workflow rules, auto-response rules, assignment rules C) Workflow rules, validation rules, assignment rules, escalation rules, auto-response rules D) Validation rules, assignment rules, auto-response rules, workflow rules, escalation rules

Validation rules, assignment rules, auto-response rules, workflow rules, escalation rules

How can an admin troubleshoot an issue where a remote employee is not receiving emails sent through a created process in Process Builder when a high-priority case is created? A) Check if the process evaluation criteria is correct B) Check is the process is active C) Verify the user's email address D) Check if the correct email template is used

Verify the user's email address

A system admin used the Import Wizard to update the existing Account records. What two values can the Import Wizard use to find matching records?

Answer1: Account Name Answer2: Site Fields

Salesforce knowledge

Lets you create and manage a knowledge based with your company information and securely share it when and where it's needed.

What Salesforce feature should a company implement to provide a method for its resellers to track their leads and opportunities?

Lightning Partner Community

Name the two configurations that an administrator should perform to help users manage search results

1) Specify the search filter fields for the object's search layout 2) Reduce the number of records displayed for each object in the Search Results page

Permission Set

A collection of settings and permissions that give users access to various tools and functions. The settings and permissions in permission sets are also found in profiles, but permission sets extend users' functional access without changing their profiles.

List View

A list of records that meet specific filter criteria

Formula Field

A read only field whose value is evaluated form the formula or expression defined by us. We can define formula field on both standard and custom objects. Any change in expression or formula automatically updates the value of formula field.

What are two benefits of using Data Categories with Salesforce Knowledge? A) Articles can be referenced in Chatter posts B) Article access can be controlled C) Article owners can track views D) Articles can be classified into groups

Answer1: Articles can be classified into groups Answer2: Article access can be controlled EX. US users could be limited to knowledge articles specific to US products, while European users have access only to knowledge articles regarding products exclusive to Europe.

Which features should the system admin use to assign ownership of a lead to the appropriate product team using the custom Lead field Product Interest? Choose two answers. A) Assignment Rules B) Escalation Rules C) Lead Teams D) Queues

Answer1: Assignment Rules Assignment rules define conditions that determine how leads or cases are processed Answer2: Queues Queues prioritize, distribute, and assign records to teams who share workloads.

Which two standard objects are related to account records? A) Cases B) Leads C) Campaigns D) Opportunities

Answer1: Cases Answer2: Opportunities

Which three objects have a relationship with a Campaign? Choose three answers. A) Account B) Contact C) Lead D) Opportunity E) Contact Role

Answer1: Contact Answer2: Opportunity Answer3: Account

Which actions allow the system admin to limit Chatter access during a rollout to a subset of Salesforce users? A) Edit a profile to Enable Chatter for the subset of users B) Create an email invitation for the subset of users C) Add the subset of users to the company-wide Chatter group D) Create a permission set with the Enable Chatter permission for the subset of users

Answer1: Create a permission set with the Enable Chatter permission for the subset of users. A permission set is a collection of settings and permissions that give users access to various tools and functions, such as Chatter. Answer2: Edit a profile to Enable Chatter for the subset of users. Profiles define how users access objects and data, and what they can do within the application. When users are created, they're assigned a profile. In this situation, customizing the profile settings of the subset of users can limit Chatter access to just the specified subset of users.

Ursa Major wants to create a field to store credit card number and need to make sure the information is protected. What two actions allow the administrator to provide enhanced security for this field?

Answer1: Create an encrypted text field Answer2: Update field-level security settings

Custom fields in the Lead object can be mapped to what two types of fields?

Answer1: Custom opportunity Answer2: Custom account

Ursa Major has a complex sales process with multiple record types, each shared with all Profiles. Some users complain about the Record Type selection screen when creating new Opportunities. What two actions should the admin take to allow these users to bypass choosing a record type?

Answer1: Instruct users to update the Default Record Type in My Settings Answer2: Remove Record Types from users' profiles

Which profile permissions do the sales operations team need to be able to perform imports and exports of accounts, contacts. Opportunities, and orders? Choose two answers. A) API enabled B) View All data C) Modify All for those objects D) Weekly Data Export

Answer1: Modify All for those objects The modify All settings on accounts, contacts, opportunities, and orders objects means users with this permission can view, edit, and delete all records regardless of sharing. This meets the need of importing and exporting on just the stated object. Answer2: API enabled To use the data loader for importing and exporting accounts, contacts, opportunities, and orders the profile permissions need API enabled.

Which functions can be customized for the Salesforce mobile app? Choose two answers. A) Field permissions B) Custom objects C) Object Compact layout D) Navigation menu content

Answer1: Object Compact Layout Answer2: Navigation menu content

Which best practices are recommended prior to mass-deleting records? 2 answers. A) Run and export a report to archive data before deletion B) Download a Setup Audit Trail for the last six month before deletion C) Schedule a weekly data export and download the backup zip files D) Create a new list view for all records that need to be deleted

Answer1: Run and export a report to archive data before deletion. Running and exporting a report to archive data before deletion is a best practice. This is recommended just in case the system admin accidentally deletes beyond the expected. Answer2: Schedule a weekly data export and download the backup zip files. Scheduling a weekly data export and downloading the backup zip file is a best practice. This is recommended just in can the system admin accidentally deletes leads beyond the expected.

How can the admin configure the security model to give read/write access to all the records within the object, while the executives should be able to view only the records? 3 answers.

Answer1: Set the org-wide defaults for the custom object to Public Read Write Answer2: Give the product development profile read, create, and edit permissions Answer3: Give the executive profile read only permissions for that object

The support team can not see the custom object to track inventory. What two settings should the system admin check to find the cause of the problem?

Answer1: Support Team Profiles Answer2: Support Team Permission Sets

What are two reasons a user cannot be deactivated?

Answer1: The user is the recipient of workflow email alerts Answer2: The user is a customer community administrator

How should an admin ensure that a picklist field's values display in consistent colors on all reports? Choose two answers. A)Configure report conditional highlighting for each value B) Create a formula field that defines the color for each value C)Update the Picklist field and set the color for each value D) Use a bucket field that defines the color for each value

Answer1: Update the Picklist field and set the color for each value Answer2: Create a Formula field that defines the color for each value

Which Two requirements should the administrator consider when creating a new user in a production Salesforce org? Choose two answers. A) Usernames must be the same as the user's email address B) Usernames must include the company's email domain C) Usernames must be in the form of an email address D) Usernames must be unique across all production Salesforce orgs

Answer1: Usernames must be in the form of an email address. Do not need to be an actual email address Answer2: Usernames must be unique across all production Salesforce orgs

How should an admin allows users to track invoice payments on an opportunity related list. Only the finance team should see this related list, but all users should be able to view Invoice Payments reports? A) Grant Finance access only to the Invoice Payment object B) Set the Invoice Payment org-wide sharing settings to private C) Create a new page layout and profile for the finance team D) Build and invoice payment report with a running user of finance

Answer: Create a new page layout and profile for the finance team. This solution would allow only the finance team to see the page layout with the related list, and all users to view the invoice payment reports.

How should the system administrator configure Salesforce to ensure only the appropriate stages are visible based on the product line? A) Create a validation rule to display the appropriate stages based on the user's role B) Create a sales process and opportunity record type for each product line C) Create a validation rule to display the appropriate stages based on product line D) Create new forecast categories and assign the new stage picklist values to those categories

Answer: Create a sales process and opportunity record type for each product line. 2 configurations need to be made: 1) Create a new sales process to determine which stages appear for the new product line. 2) Create a new Opportunity record type to display a unique page layout for this new product line.

Which two user interface settings should be used to allow users, with all required profile permissions to edit records in List Views? Choose two answers. A) Enable Enhanced Lists B) Enable Enhanced Profile List Views C) Enable Inline Editing D) Enable Enhanced Page Layout Editor

Answer: Enable Inline Editing allows mass editing of a record's fields straight from a list view. Not that this can be done on team list views that are predefined to contain only one record type. Enable Enhanced Lists gives you the ability to view, customize, and edit list data quickly to speed up your daily productivity. Enable Enhanced Page Layout Editor allows you to customize page layouts, not list views. Enable Enhanced Profile List Views pertains to mass editing profiles, and permissions within those profiles. It is a form of a filtering tool to access specific profile information and apply a blanket edit to all profile information that applies to that filter.

What should an administrator do to assign a Service Cloud user license to a new user? A) Clone the sample Console and assign it to the user B) Enable Service Cloud User on the user record detail page C) Enable Service Console in Support Settings D) Create a new permission set license agreement

Answer: Enable Service Cloud User on the user record detail page. Feature licenses such as Service Cloud User or Marketing Cloud User can be found on the user profile page. These licenses enable features in addition to the User Licenses, such as the Salesforce User License.

How should the system admin configure the Salesforce org for an email to be sent to a customer automatically when the support rep adds a comment to the case? A) Include the customer in the assignment rule B) Set the customer as the automated case user C) Add the comment to the case Chatter feed D) Enable case comment notifications to contacts

Answer: Enable case comment notifications to contacts. This feature allows a customer to be notified when a comment is added to their support case.

Which configuration change should the system admin make to help sales reps remember to add product to every opportunity? A) Create a related list to enable the user to view the related products. B) Set the org-wide defaults for Price Book to Use and Product to Read Only C) Enable the opportunity setting to prompt users to add products to opportunities D) Create a workflow rule on the opportunity object to add a default product to opportunities with no products

Answer: Enable the opportunity setting to prompt users to add products to opportunities. There is a setting that can be toggles on/off to prompt users to add a product to an opportunity.

Which feature should be used to alert support managers when a case is in jeopardy of violating the customer's support level agreement? A) Escalation rules B) Case assignment rules C) Auto-response rules D) Case queues

Answer: Escalation rules Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry.

What should the administrator do to prevent a user from logging into Salesforce temporarily? A) Change the user's login hours B) Delete the user's account C) Reset the user's password D) Freeze the user's account

Answer: Freeze the user's account The license is still in use, but the user is not able to log in. When the employee returns, you can unfreeze the account.

Which formula function should an administrator use to evaluate different results based on a specific condition with multiple outcomes? A) IF B) TEXT C) AND D) ISPICKVAL

Answer: IF IF determines if expressions are true or false. It returns a given value if true and another value if false. This is correct because you can string together multiple IFs to evaluate a specific condition with multiple outcomes.

How should the system admin provide visibility to the sales rep commission report to the executive team only? A) Save the report in the My Personal Reports folder B) Save the report in a folder shared with the executive team C) Set opportunity org-wide default sharing settings to private D) Name the report "For Executive Team Use Only - DO NOT USE"

Answer: Save the report in a folder shared with the executive team. Access to folder contents can be controlled based on roles, permissions, public groups, and license types.

How should the system admin ensure the AEs can edit all the contacts associated with their account, no matter who owns the contact? A) Create a private Chatter group for AEs and support reps to share relevant data. B) Use the Mass Transfer Tool to transfer ownership of all contacts to the AEs C) Select the edit all associated contacts option for the AE role in the Role Hierarchy D) Account owner privileges give the AE edit access to all related records by default

Answer: Select the edit all associated contacts option for the AE role in the Role Hierarchy. The role hierarchy menu has a checkbox to allow editing of all associated contacts option.

Which set of information can an administrator specify in the company Information page? A) Fiscal Year, Password Policies, Default Time Zone B) Business Hours, Translation Settings, Corporate Currency C) Primary Contact, Chatter Settings, Set Domains D) Organizational Name, Default Time Zone, Default Language

Answer: The organizational name, default time zone, and default language are all found on the company information page. Corporate currency is found on the company information page Business hours is found under company settings in its own category Translation settings is found under the user interface > Translation Workbench section

Which two sets of parameters are configured using Locale settings? Choose two answers. A) Business Hours and Holidays B) Phone Number and Currency Format C) Time and Number Display format D) First/Last Name and Date format

Answer: Time and Number Display format and First/Last Name and Date format are universal within each locale. A local is determined by language, and can be made up of many countries and business locations. Business hours should be set by individual locations and will vary based on country, time zone, and so on. Holidays will vary based on location as well. Phone number format and currency format will vary based on the locale. There are varying currencies among different countries that fall within the same locale, and the same applies to phone numbers.

A sales rep is working with a potential customer who cannot open email attachments per company IT restrictions. How should this sales rep send the product data sheet to a prospect without attaching the document to an email? A) Upload the data sheet to a Library and create/send a content pack to the prospect B) Copy and paste the data sheet content and create a custom page within the customer community C) Assign the prospect as a campaign member to the product data sheet campaign record D) Attach the data sheet to a Notes and Attachment related list and email the link to the prospect.

Answer: Upload the data sheet to a Library and create/send a content pack to the prospect. The recipient of a content delivery, such as a content pack, can click a single URL to open a preview player with which they can preview and download the content. Additionally, the sender can view tracking information to see how often the content pack was viewed and which documents were downloaded.

Which feature allows Ursa Major Solar to require a value in the product installation data, a custom date field, when the opportunity stage changed to Closed? A) Record Type B) Page Layout C) Validation Rule D) Dependent Picklist

Answer: Validation Rule Validation rules can be used to make fields conditionally required based on the opportunity stage.

Case Escalation Rules

Automatically escalate cases when the case meets the criteria defined in the rule entry.

Profile

Defines how users access objects and data, and what they can do within the application. When you create users, you assign a profile to each one.

The customer support team wants to use a different Page Layout when closing a Case. What method should the admin use to fulfill this request?

Case close page layout

A system admin enables Case Feed Actions and Feed Item in Support Settings. With the appropriate profile permissions enabled, what change will users see?

Cases will use feed layouts rather than standard page layouts

Master-detail

Closely links objects together such that the master record controls certain behaviors of the detail and subdetail record. EX. 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.

CSV File

Comma Separated Values. A plain text file that contains a list of data. CSV files are an accepted file format for Data Loader and Data Import Wizard.

Which feature should a Salesforce admin use to allow its customers to interact with each other and share best practices? A) Campaigns B) Mass emails C) Omni-channel D) Communities

Communities

Ursa Major wants the sales team to access information about Closed Won opportunities with a common competitor for all pending big deals. What set of features should the system admin implement?

Competitors & Similar opportunities

How should an administrator implement a requirement to automatically flag opportunities if they haven't been updated in the past 30 days? A) Create a formula field to show the Last Login date of the owner and display and error message if it meets the defined criteria B) Add a formula to the default value of the opportunity name field to turn the background red if the record meets the criteria C) Create a formula field to calculate the time since last update and display an image of a red flag if it meets the defined criteria. D) Add a formula to the default value of the Last Modified Date field to turn the text red is the records meets the criteria.

Create a formula field to calculate the time since the last update and display an image of a red flag if it meets the defined criteria.

Organization-wide Sharing Default(OWD)

Defines the default access level for an object's records with org-wide sharing settings. Org-wide sharing settings can be set separately for custom objects and many standard objects, including assets, campaigns, cases, and accounts and their contracts.

How should the system admin configure Salesforce to capture different information in the outside and inside sales cycle?

Create a page layout, sales process, and record type for each type of sale.

What should the system admin do to help prevent duplicates while importing accounts from an external order system that has its own ID field for each record? A) Use the ID from the order system in place of the Salesforce ID B) Import the data using the Data Loader C) Create a unique external ID field on accounts in Salesforce for matching D) Create a formula field the identifies matches.

Create a unique external ID field on accounts in Salesforce for matching

Roll-Up Summary Field

Custom object fields that calculates values from related records or the records in a related list. Created to display a value in a master record based on the values of fields in a detail record. Defined on Master-Detail relationship only.

Lightning for Outlook

Link emails in Microsoft Outlook to contacts, leads, accounts, opportunities, and cases in Salesforce. Relate events to records within Salesforce.

One-to-many

Many child objects but one parent object. EX. Many metro cities are associated with one country. This kind of relationship is represented in four different forms: 1) Master-detail. 2) LookUp. 3) Self. 4) Hierarchical

Lookup Field

One-to-many relationship - But in this relationship, two objects have no effect on deletion or security. Child Objects: 1) Are independent. 2) Have a separate setting. 3) Remain in system after parent is deleted. 4) May or may not have parent.

Which standard object stores information about sales deals? A) Accounts B) Opportunities C) Products D) Assets

Opportunities

How should a Chatter user send a message to another Chatter user that cannot be viewed by anyone else?

Post a private message to the recipient

Salesforce Communities

Provide a way for employees, customers, and partners to connect in one place. Companies can collaborate and communicate outside of the company with people who are key to the business.

Ursa Major has a renewals sales team that will use the Opportunity object. The team wants to use many of the same picklist fields that are already defined, but will need unique picklist values. What feature allows an admin to maintain the same field for two different teams?

Record Types

What is a potential benefit of using Suggested Solutions?

Reduce support costs

How should a system admin prevent users from selecting the Customer Record Type when they create new account records?

Remove the Customer record type as an Assigned record type in the users' profiles and permission sets.

Ursa Major has a sales team focused on renewals. The team will use many of the same Opportunity fields as other teams, but need different Stage values. What should the admin update to support this requirement?

Stage selected values in sales processes

When a user account is deactivated, what happens to the associated licenses? A) The license is removed from the billable licenses for the organization B) The license is automatically assigned to another user C) The license becomes available for reassignment D) The license is deleted

The license becomes available for reassignment

What is a benefit of entering Trusted IP ranges in the network access section? A) Users who log in within the network are not required to verify their identity B) AppExchange packages can communicate with an external site C) All attempts to log in from outside the network are denied D) Users are unable to log in through the API on networks not marked as trusted

Users who log in within the network are not required to verify their identity