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Which statement is true as it relates to checkboxes and field dependency? A. Checkboxes can be controlling fields but not dependent fields B. Checkboxes can be dependent fields but not controlling fields C. Checkboxes can be dependent and controlling fields D. Checkboxes can neither be dependent or controlling fields.

A - For field dependencies, checkbox fields can be controlling fields, but they cannot be dependent fields. Refer to https://help.salesforce.com/articleView?id=fields_dependent_field_considerations.htm&type=0&language=en_US&release=206.13 for further details.

You recently created a new object in Salesforce, but did not create a tab for the object. Which type of tab would you need to create, if you later decide that a tab would be helpful for accessing this new object's records? A. Custom Object Tab B. Web Tab C. Visualforce Tab D. Lightning Page Tab

A - It is very easy to forget to create a tab for a new custom object. If you forget to do so, simply go to Setup > Create > Tabs and click New under the Custom Objects Tab section of the page. You'll be prompted to select the Object that the tab is for, as well as set the Tab Visibility for each Profile. The four possible answers for this question represent the four types of tabs that you can create in Salesforce.

Which relationship supports roll-up summary fields? A. Master-Detail Relationship B. Many-to-Many Relationship C. External Object Relationship D. Lookup Relationship

A - Roll-up Summary fields require a Master-Detail relationship.

You have been tasked with importing hundreds of cases into Salesforce. Which Data Import tool will be able to fulfill this requirement? A. Data Loader B. None of the above C. Mass Import Cases D. Data Import Wizard

A - The Data Import Wizard can import Accounts, Contacts, Leads and Solutions, along with Custom Objects. It cannot import Cases, therefore the Data Loader will need to be used.

You can follow individual object records in Chatter. A. True B. False

A - You can follow individual object records in Chatter, in addition to following users.

You can follow other Salesforce users in Salesforce Chatter. A. True B. False

A - You can follow other Salesforce users in Chatter by clicking the Follow link next to their name.

What types of scheduling can be defined on a product in Salesforce? (select 2): A. Quantity B. Revenue C. Daily D. Quarterly E. Monthly

A, B - Both Revenue and Quantity scheduling are supported for products in Salesforce, once Product Schedules have been enabled. Refer to https://help.salesforce.com/articleView?id=enabling_schedules.htm&type=0 for more details.

What is true regarding the refresh of dashboards? (Choose 2): A. A user can refresh the dashboard on demand by clicking the refresh button B. After a scheduled dashboard refresh, it can be emailed automatically to a group of users C. A dashboard is refreshed each time it is displayed D. A dashboard can be scheduled to refresh hourly, daily, weekly, or monthly

A, B - Dashboards are not automatically refreshed when displayed. They can be manually refreshed or a refresh can be scheduled daily, weekly or monthly. Dashboard notifications can be sent to multiple users.

How can you relate an opportunity to a campaign? (select 2): A. Select the Primary Campaign Source for the Opportunity B. Use the Campaign Influence Related List on the Opportunity C. Use the Campaign Hierarchy Related List on the Opportunity D. You cannot relate an opportunity to a campaign

A, B - Though multiple campaigns can be influential, you can designate only one campaign as the primary campaign source on the opportunity. The campaign you designate as the primary campaign source will always appear in the Campaign Influence related list. Refer to https://help.salesforce.com/articleView?id=campaigns_influence_using.htm&language=en_US&type=0 for more details.

Which of the following are considered valid Activity Management activities in Salesforce? (select 3): A. Event B. Task C. Call D. Accounts

A, B, C - Activities in Salesforce are your events, your tasks, calls you've made, and emails you_ve sent. Salesforce gives you multiple ways to track your activities together for a more complete picture of your progress on deals and accounts. Refer to https://help.salesforce.com/articleView?id=activities.htm&type=0&language=en_US&release=206.19 for more details on Activity Management.

Which of the following are valid Chatter components? (select 3): A. Bookmarks B. Feed C. Groups D. Twitter E. Facebook

A, B, C - Go to the Chatter tab and look at what appears on the left side of the screen. You'll notice things such as Feed, What I Follow, Groups, People, Files, Topics - all of these things are components of Chatter that you need to be familiar with. Test out Chatter's functionality and become familiar with Groups, Bookmarks, etc. Chatter does not connect with social networks such as Facebook or Twitter.

Which of the following profiles are Standard Profiles in Salesforce? (select 3): A. Standard User B. Chatter Free User C. System Administrator D. Account Manager E. Super User

A, B, C - Salesforce contains a multitude of Standard Profiles, such as Standard User, Chatter Free User and System Administrator. If you go to Setup > Profiles, you can view a list of all profiles in your own org. Note the Custom checkbox column, which denotes if a profile is custom or standard.

Which of the following are features of Chatter? (Choose 3): A. Follow records to be able to see changes to the records B. Create and join groups C. Ability to share a file with other people D. Mute posts to stop receiving notifications about them, even if you are mentioned

A, B, C - The Mute posts feature allows you to stop receiving notifications about posts. If someone is mentioned on a muted post, the post is automatically unmuted.

Which actions can be performed immediately from a workflow rule? (select 4): A. Task Creation B. Field Update C. Email Alert D. Outbound Message E. Validation Rule

A, B, C, D - The four available actions that can be performed from a workflow rule (either immediately, or time-based) are field update, outbound message, email alert and task creation. A validation rule does fire immediately when a record save is attempted, but it is not associated directly with a workflow rule.

Which of the following can you determine by viewing a user detail page? (select 3): A. The user's Profile B. The user's Role C. The user's recently viewed items D. The last time a user logged in

A, B, D - The User Detail page displays user's Role, Profile, contact info, and their recent login history. There is a lot more detail available from the User Detail page as well, such as Permission Set Assignments, Queue Membership, and more.

To help prevent duplicates, Salesforce provides Standard Matching Rules for which objects? (select 3): A. Leads B. Accounts C. Cases D. Contacts E. Opportunities

A, B, D - There are standard matching rules for Accounts, Contacts and Leads, which can be activated and customized. You can also create additional matching rules for other objects, to assist with preventing duplicates in Salesforce. Refer to https://help.salesforce.com/articleView?id=matching_rules_standard_rules.htm&type=0 for more details.

A user is reporting that they are unable to log in to Salesforce. You check their user record and show no log in attempts for them in the past several days. What are possible things the user is doing wrong? (select 2): A. The user is entering their username incorrectly B. The user is entering their password incorrectly C. The user is attempting to log in to a sandbox environment instead of production D. The user's account has been frozen E. The user's account has been locked, due to the failed attempts

A, C - If the user were entering their password incorrectly, or if their account was either frozen or locked, you would see a record of their failed login attempts in their user detail screen. If you don't see a record of their attempts on their user account, then they are either entering an incorrect username, or attempting to log in to the wrong location - such as a sandbox login at test.salesforce.com instead of a production login at login.salesforce.com

A user would like to change the language that the user interface is displayed in. How can the administrator accomplish this? (Choose 2): A. Change the Language setting for the user B. Change the Locale for the user C. Advise the user to change the Language setting in the user's Personal Information D. Change the Default Language setting in the Company Profile

A, C - Updating the language setting in the user record or in the user's personal information will result in the user interface and the help language changing.

Which of the following User Interface settings can be enabled? (select 3): A. Enhanced Lists B. Chatter C. Collapsible Sidebar D. Hover Details

A, C, D - The Global User Interface settings are a series of checkmarks that are available from Setup > User Interface. These settings control a multitude of user interface functions and it will serve you well to experiment with them in order to become more familiar with what they do and how they impact the interface of Salesforce.

Your support group has recently taken on support of another region. This new region requires support reps to capture new and different information on cases, and this new region's cases will require additional Case Status designations within the lifespan of their cases. What things will need to be created in Salesforce to accommodate this new territory? (select 4): A. New Support Process B. New Territory C. New Case Record Type D. New Custom Fields E. New Case Page Layout

A, C, D, E - Multiple support processes allow for different Case Status selections. In addition to needing to add a new Support Process, you would also need to create another Case Record Type and Page Layout to fulfill the requirements. Since the question also mentioned that new information would also be captured, this means that new Custom Fields will also need to be created. Refer to https://help.salesforce.com/articleView?id=customize_processes.htm&type=0&language=en_US&release=206.15 for more details.

Which of the following controls a user's access to a dashboard? (select 2) A. The source report folder access B. Sharing Rules C. Dashboard properties D. Dashboard folder access

A, D - For more details on access levels for report and dashboard folders, refer to https://help.salesforce.com/articleView?id=analytics_folder_access.htm&language=en_US&type=0.

You need to quickly lock a user out of Salesforce. Which are valid options for accomplishing this requirement? (select 2): A. Freeze the user B. Delete the user C. Change the user's Profile D. Change the user's Role E. De-activate the user

A, E - You would want to ideally deactivate the user, but can also freeze their user account if they are still entangled with various administrative processes. This will effectively keep them from logging back into Salesforce. You cannot delete a user account in Salesforce. And changing their Role or Profile would not prevent them from logging back into their existing account.

Does a user's Role dictate their ability to delete a record? A. Yes B. No

B - CRUD (Create, Read, Update, Delete) permissions are not related to a user's role in the Salesforce Role Hierarchy. CRUD permissions are set under Object Settings at the Profile Level.

A customer service member would like to assign cases automatically to the most appropriate agent to handle the request. What feature could be used? A. Case Escalation Rules B. Case Assignment Rules C. Email-to-Case D. Web-to-Case

B - Case assignment rules can be used to assign cases to users or queues automatically.

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

B - Lookup fields link two objects together. You can link an object with itself (there is an exception to this - you cannot add a Lookup field to User on the User object, but will have to instead use a Hierarchical field for that scenario). Refer to https://help.salesforce.com/articleView?id=overview_of_custom_object_relationships.htm&type=0&language=en_US&release=206.13 for more details.

The Call Center Manager has requested that you add the ability for Service Reps to manually grant access to Cases to other Salesforce users. What Security and Access feature would you use to fulfill this requirement? A. Sharing Rule B. Manual Sharing C. Org wide Default D. Sharing Setting

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

Users are reporting that a picklist field is missing several selections for some records, but not for other records. What would you check in order to troubleshoot this issue? A. Page Layout settings for the field B. Check the Selected Values for the Picklist for each Record Type of the object. C. Field Level Security for the picklist field. D. The users profiles to see if they have at least Read access to the field.

B - Profiles, Page Layouts and Field Level Security don't go down to the level of the individual picklist selections. Whenever users report that certain picklist fields do not contain certain selections, go to the Record Type menu for the object in question, and then select the various Record Types for that object. Each Record Type for an object will display Picklists Available for Editing. If you click Edit next to one of those picklists, it will show you Available Values and Selected Values for the picklist field. From there, you can also select a default selection.

The Chief Technical Officer has requested that all data records out of Salesforce be backed up weekly. What standard functionality does Salesforce provide to accommodate this request? A. Time-Based Workflow B. Data Export C. Report Scheduling D. Dynamic Dashboards

B - The Data Export function can export all records out of your Salesforce instance weekly (free developer accounts only support a monthly export). You can include all objects, and Salesforce will export all of the records into separate .csv files, by object. You can schedule these exports as frequently as weekly.

Which tool can perform mass deletes in Salesfroce? A. Data Import Wizard B. Data Loader C. Excel Connector D. Lightning Sync

B - The Data Loader can handle the mass deletion of records

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? A. Data Loader B. Mass Transfer Records C. Data Import Wizard

B - The Mass Transfer Records option under Data Management in Setup gives you the ability to Mass Transfer records, such as Accounts in this scenario, from one user to another. This is the quickest and easiest way to accommodate this request, which you will run into frequently. You could use the Data Loader for this and reassign ownership by performing an Update, but you would first have to export the appropriate records and then manually update the exported .csv file for the other user, and then do an import. The Data Import Wizard will also be a painful experience if you try and update existing account records and change ownership. The Mass Transfer option is ideal. 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. Try it out and get familiar with how the mass transfer of records works in Salesforce.

This tool provides a visual representation of the various steps of an Approval Process in Salesforce A. Process Builder B. Process Visualizer C. Schema Builder D. Page Layout

B - The Process Visualizer uses specific notation to graphically represent each approval process. The shapes are based on the Business Process Modeling Notation (BPMN) standard. In the Process Visualizer, a shape's color changes from gray to blue when you hover over or click it. Refer to https://help.salesforce.com/articleView?id=approval_process_viewer_notation.htm&type=0&language=en_US&release=206.19 for more details.

The VP of Sales needs a way to quickly find close/won opportunities that match the attributes of other opportunities that are currently being worked by the Sales Team. What would you do to fulfill this requirement? A. Configure the Big Deal Alerts B. Enable Similar Opportunities and select the fields that you want Similar Opportunities searches to match against. C. Determine common criteria around which workflow rules can be created, so that email alerts can be sent when similar opportunities are created. D. Ask a developer to write an Apex Trigger

B - There is a feature in Salesforce for Similar Opportunities, which can be enabled and configured to match against fields. This feature allows users to find Closed/Won opportunities that match the attributes of an opportunity they're currently working on, so they can quickly access information that might help them close their open deals. Big Deal Alerts have to do with large opportunities and sending alerts related to them. You always want to avoid resorting to code, such as Apex Triggers, whenever something can be done declaratively on the platform (i.e. Clicks instead of Code), so asking a developer to write a trigger would be more time and cost intensive than simply enabling and configuring the Similar Opportunities feature. Workflow rules can't really pull in matching records. The Process Builder could perhaps fulfill this, but the myriad of possibilities would make creating it very complex. You could also potentially tie in a Flow with a Process to avoid resorting to code, but then again, that would be overly complex and time consuming as well. The main point of my ramblings is that you'll learn there are many ways to accomplish something on the Salesforce Platform. The key is learning which is the best option, given a scenario, and understanding the plusses and minuses of each approach. For more info on the Similar Opportunities feature, refer to https://help.salesforce.com/articleView?id=customize_oppsimilaropp.htm&language=en_US&type=0.

This type of field is a special lookup relationship available only on the User object, which enables using a lookup field to associate one user with another user record. For example, you can create a this type of field to store a user's direct manager. What is this type of field called? A. Lookup B. Hierarchical Relationship C. Master-Detail D. Formula

B - This special lookup field called Hierarchical Relationship is available only on 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. Refer to https://help.salesforce.com/articleView?id=overview_of_custom_object_relationships.htm&type=0&language=en_US&release=206.13 for more information.

During the lead conversion process, you are able to create which of the following new records at the same time? A. Account, Case and Company B. Account, Contact and Opportunity C. Contact, Opportunity and Company

B - When converting a lead, you have the option of creating a new Account record, which will correspond with the Company field on the Lead record. You can also specify that you wish to create a new Opportunity during the lead conversion process. Finally, when converting a Lead record, that record is converted to a new Contact record, or can be merged with an existing Contact record.

Can you disable workflow rules from firing when importing records using the Data Loader? A. Yes B. No

B - You cannot disable workflow rules from firing when using the Data Loader. If you wish to prevent Workflow Rules from firing during a data load, you would have to first manually deactivate them, perform the data load, and then re-activate the workflows.

The Director of Sales has asked that he receive a notification whenever an opportunity with an amount of over $100,000 reaches a probability greater than 50%. Which of the following could fulfill this request? (select 2): A. Create a report and monitor it B. Big Deal Alerts C. Create a workflow rule to send an email to the Director of Sales whenever the criteria is met. D. Write an apex trigger

B, C - Big Deal Alerts are ideal for this scenario. Refer to https://help.salesforce.com/articleView?id=activating_big_deal_alerts.htm&type=0 for more details on Big Deal Alerts. You can also accomplish this via a workflow rule and email alert, so that whenever an opportunity reaches a probability of greater than 50% and the amount is greater than $100,000, an email alert is sent to the Director.

When it comes to field dependency in Salesforce, which of the following type of fields can be dependent fields? (select 2): A. Checkbox B. Custom Picklist C. Multi-Select Picklist D. Text E. Standard Picklist

B, C - Custom Picklist fields and Multi-Select Picklist fields can be dependent picklists. Standard Picklist fields cannot be dependent fields. Refer to https://help.salesforce.com/articleView?id=fields_dependent_field_considerations.htm&language=en_US&type=0 for more details.

When creating a custom object, what are the two valid data type options for the Record Name field? (select 2): A. Number B. Text C. Auto-Number D. Formula

B, C - 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. Refer to https://help.salesforce.com/articleView?id=dev_objectcreate.htm&type=0&language=en_US&release=206.13 for more details.

A user needs to be able to delete Cases in Salesforce. Which Security settings can accommodate this request? (select 2): A. IP Ranges B. Permission Sets C. Role D. Profile

B, D - 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.

Which of the following objects is not a Standard Object in Salesforce? A. Account B. Contact C. Competitor D. Lead E. Case

C - Become familiar with which objects are Standard Objects in Salesforce. You can do this at a glance in Salesforce Lightning by going to Setup > Object Manager, or in Salesforce Classic, go to Setup > Customize.

You need to extend the Service Cloud User feature license to a user in your organization. Where would you go to do this? A. From the Service Cloud app, accessible from the Application dropdown menu at the top-right of the screen. B. From the Profile screen for the user. C. From the User record by checking the Service Cloud User checkbox D. From the Company Information screen, under the Feature License section of the screen.

C - Feature Licenses, such as Service Cloud, are assigned via the User record. You can see how many Feature Licenses you have available in your org by visiting the Company Information screen, but you cannot assign these licenses from there.

Your company has recently acquired another company. You have been tasked with importing the acquired company's account, contact, and opportunity records; each of which exceed 50,000 records each. How would you accomplish this? A. Use the Data Import Wizard and import all of the records at the same time. B. Use the Data Loader and import all of the records at the same time. C. Use the Data Loader and import all of the account records, then all of the contact records, and then all of the opportunity records. D. Use the Data Import Wizard and import all of the account records, then all of the contact records, and then all of the opportunity records.

C - The Data Import Wizard is not an option for this task, because the number of record involved exceeds 50,000. Additionally, the Data Import Wizard is not able to import Opportunity records. You can also not import records across multiple objects at the same time, so you would need to employ the Data Loader for this task. You would start with the Account records, since the Account would be the parent of both the Contact and Opportunity records. You would likely want to do the Contact records next and the Opportunity records last, because the Opportunities may need to be associated with Contacts on their respective Accounts, such as through Contact Roles. Refer to https://help.salesforce.com/articleView?id=contactroles.htm&type=0 for more details.

You recently added a new Stage to the Opportunity object. Users are now reporting that the new Stage is not available from the picklist to select from. What do you need to do to make the new Stage selection visible for users? A. Adjust the Field Level Security on the Stage field on Opportunities B. Edit the Page Layout to include the new values in the Stage picklist field. C. Add the new Stage as a Selected Value in the appropriate Sales Processes in which it should be displayed. D. Verify that the Field Level Security for the Stage field is set to Visible.

C - The Sales Process is where you set which Stages are visible to users. Field Level Security dictates whether a user can view and edit a field, but doesn't control to the level of which specific picklist values display. Likewise, the Page Layout controls which fields are displayed on a page, but don't control specific picklist values of a field. Whenever you have to deal with specific picklist value visibility, the things that control this are typically Record Type and Process related.

Where would you go to view pending workflow actions that are scheduled to fire in the future? A. Service Console B. Service Cloud C. Time-Based Workflow D. View Setup Audit Trail

C - The Time-Based Workflow Queue shows pending actions and can be accessed by going to Setup > Monitor > Time-Based Workflow. The View Setup Audit Trail reveals what changes and customizations administrative users have made in your org. Refer to https://help.salesforce.com/articleView?id=000005245&type=1&language=en_US for more details on Time-Based Workflow.

Which Dashboard Component would you use in order to display a single value that you want to show within a range of custom values? A. Bar Chart B. Metric C. Gauge D. Chart

C - Use a gauge when you have a single value that you want to show within a range of custom values. For example, to create a dashboard that measures where your current closed opportunity amounts fall within a range of values, set the Minimum Value, Breakpoint #1 Value, Breakpoint #2 Value, and Maximum Value for the gauge. The ranges that you set can indicate poor, acceptable, and good performance. Set appropriate colors for each of these ranges to visually indicate progress. To create a gauge with only two ranges, leave Breakpoint #2 Value blank. Refer to https://help.salesforce.com/articleView?id=dashboards_component_types.htm&type=0&language=en_US&release=206.19 for more details on Dashboard components.

Which of the following tabs may be made accessible in a Customer Community? (select 2): A. Dashboards B. Opportunities C. Knowledge D. Ideas

C, D - Both Ideas and Knowledge can be made available to customers in Communities.

You find yourself needing to delete a thousand Lead records that were imported in error. Which Data Management solution could you utilize to accomplish this? (select 2): A. Recycle Bin B. Import Wizard C. Mass Delete Leads Link D. Data Loader E. List Views

C, D - The Data Loader can be used to Mass Delete records in Salesforce. Although the Data Import Wizard is able to work with Lead records, it can only be used to add, update or upsert (add and update at the same time) records and cannot be used for deletion purposes. The Recycle Bin is where records go when they are deleted, but can't be used to perform actual record deletions. You can Mass Delete records via a List View, but this requires a custom JavaScript button and all of the records in the List View have to be of the same record type - this isn't supported in Lightning Experience, either, so deleting via List Views is not the best option, although there is technically a more involved way to accomplish this. One final option is that there is a Mass Delete Leads link available to you from the Leads home page, when you click the Leads tab. That's probably the easiest way to mass delete Lead records.

Which of the following components can be added to a custom Home Page in Salesforce Classic? (select 2): A. News B. AppExchange C. Tasks D. Calendar

C, D - Two primary pieces of Activity Management are Tasks and Events, which can be added to your Home Page in Salesforce Classic (Events display in your Calendar, which can be added to the Home Page, along with buttons for creating a New Event).

The Director of Sales has implemented a commission structure for all Sales Reps. This new commission needs to be displayed on Opportunities and reflect an amount of 5% of the total amount of the opportunity. What type of field would you create to accomplish this requirement? A. Number B. Text C. Percentage D. Formula E. Picklist

D - A formula field would be used in order to create this new Commission field. Refer to https://help.salesforce.com/articleView?id=useful_advanced_formulas_commission.htm&language=en_US&type=0 for examples of Commission Calculation Formulas.

What determines the type of content a knowledge article contains? A. Article data category B. Article type template C. Article layout D. Article type

D - An article type controls how an article displays and what type of information of fields are included. Article-type layouts determine which fields agents can view and edit when entering data for an article. They also determine which sections appear when users view articles.

Your Service Department consists of a variety of agents with specific skillsets. Their manager would like to automatically route cases to agents based on the criteria of a case in order to assign cases to the most appropriate agent. What feature of Salesforce would you utilize to fulfill this request? ​ A. Email to Case B. Web to Case C. Case Escalation Rules D. Case Assignment Rules E. Case Queue

D - In Professional, Enterprise, Unlimited, Performance, and Developer Edition organizations, web- and email-generated cases are automatically assigned to users or queues based on criteria in your active case assignment rule. Cases that do not match the assignment rule criteria are automatically assigned to the Default Case Owner specified in the Support Settings. Refer to https://help.salesforce.com/articleView?id=cases_assign.htm&type=0&language=en_US&release=206.19 for more details.

How do you make the Create New component display on the Home Page in the Salesforce Classic interface? A. Create New cannot be added to the Home Page in Salesforce B. Enable Quick Create for your org C. The Create New component always displays on the Home Page and cannot be turned off D. Edit the Home Page Layout and select Create New as a Narrow Component to Show

D - The Home Page Layouts section in the Setup menu displays any Home Page layouts that have been created for your org, and from which you can assign home page layouts to individual Profiles. You can edit a Home Page Layout by clicking Edit next to its name and then selecting the Wide Components to Show (for the Right side of the Home Page) and the Narrow Components to Show (for the Left side of the Home Page), by checking the desired checkboxes - one of which is Create New. Create New on the left of the Home Page is not to be confused with Quick Create, which enables users to create new records from a Lookup search window. Refer to https://help.salesforce.com/articleView?id=basics_creating_records_with_quick_create.htm&type=0&language=en_US&release=206.15 for more details.

Which actions cannot be performed via a Workflow Rule? A. Task Creation B. Field Update C. Outbound Message D. Create a Record E. Email Alert

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

Which statement is true about Report Folders? A. Users in the same Role can see the contents in each other's personal folders B. None of the above C. System Administrators can directly access reports saved in another user's personal folders. D. Users with the Manage Public Reports permission can create Report Folders.

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

The administrator is made aware of a requirement for sales reps to allow multiple contacts to be related to an activity. Shared Activities lets users related events to how many contacts? A. 5 B. 10 C. 20 D. 50

D - The sales rep will be able to relate 50 contacts to each event or task. This must first be enabled in Setup under Activity Settings.

Which of the following settings can NOT be defined during report creation? A. Groupings B. Graphs C. Data filters D. Data Sorting Parameters

D - There is no sorting parameter specified in a report. Once a report has been run, the columns can be sorted by clicking on the column heading. Grouping, adding filters, and adding a chart to a report are all possible during report creation.

What is the Salesforce feature called that you use to assign limited admin privileges to users in your org who aren't administrators? A. Junior Administrator B. Salesforce Light C. Salesforce Super User D. Delegated Administration

D - Utilize Delegated Administration to assign limited administrative privileges to users who are not administrators. Refer to https://help.salesforce.com/articleView?id=admin_delegate.htm&type=0&language=en_US&release=206.13 for more details.

The Director of Sales would like to be able to see more details around changes to key fields on opportunities. He has asked that whenever an opportunity's Stage or Amount is changed, he needs to be able to see which user performed the change, when, as well as the previous and new entries. What should you do to accomplish this task? A. Set up a workflow rule and email alert so that every time an opportunity Stage and/or Amount is changed, the Director of Sales receives an alert B. Create custom fields to move the old values into, and deploy a workflow rule and field update to accomplish the movement of these values. C. Create a Process Builder process to post to Chatter every time a Stage or Amount is changed on an opportunity and @mention the user that performed the change. D. Enable Field History Tracking on Opporutnities and then select to track history on the Stage and Amount fields

D - You can select certain fields to track and display the field history in the History related list of an object. The field history data is retained for up to 18 months. Refer to https://help.salesforce.com/articleView?id=tracking_field_history.htm&type=0 for more details. You could theoretically set up a workflow rule and email alert to email the Sales Director, but this wouldn't be the optimal solution. You could actually likely accomplish this through any of these available answers, but the point is that Field History Tracking is custom-made for this sort of situation and doing anything more complex wouldn't be as suitable of a solution. You could also likely create a report to also give you this same information.

Which of the following is not a valid dashboard component type? A. Visualforce Page B. Metric C. Gauge D. Chart E. Snapshot

E - A Visualforce Page is a valid dashboard component, along with Metric, Gauge, Chart, and more. Refer to https://help.salesforce.com/articleView?id=dashboards_component_types.htm&type=0&language=en_US&release=206.19 for more details on valid dashboard component types.

Which of the following allows you to report on historical data in Salesforce in order to monitor and spot trends? A. Summary Report B. Matrix Report C. Joined Report D. Tabular Report E. Reporting Snapshot

E - 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. Refer to https://help.salesforce.com/articleView?id=data_about_analytic_snap.htm&language=en_US&type=0 for more details. Reporting Snapshots were previously known as Analytic Snapshots, so you may see that mentioned online as well.

Which feature can be enabled and set up to automatically create a case in Salesforce when a customer sends an email? A. Web-to-Case B. Email-to-Lead C. Web-to-Lead D. Email-to-Case

E - Email-to-Case can be enabled and set up to automatically create a case in Salesforce when a customer sends an email to a defined email address. Refer to https://help.salesforce.com/articleView?id=customizesupport_email.htm&type=0 for more details.

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? A. Visualforce B. AppExchange C. Process Builder D. Schema Builder E. Process Visualizer

E - It is the Process Visualizer that provides a visual representation of an Approval Process. This will be helpful in gaining buy-in from step owners and reinforce company policies by documenting the decisions you reached when the approval process was designed. Refer to https://help.salesforce.com/articleView?id=approval_process_viewer_ui.htm&type=0&language=en_US&release=206.13 for more details on the Process Visualizer.

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.

True or False - You can use multiple pricebooks on an opportunity.

False - You can only use one Pricebook on an opportunity.

What does the campaign influence feature allow? (Choose 2): A. Associate one primary campaign that has influenced the opportunity B. Add multiple campaigns that have influenced an opportunity to an opportunity related list C. Automatically associate active campaigns with related opportunities D. Indicate whether a campaign has been influenced by an opportunity

A, B - Though multiple campaigns can be influential, you can designate only one campaign as the primary campaign source on the opportunity.

United Technologies is rolling out a large new imitative and management needs to know how many users can be added to a group task in Lightning Experience. How many users should the administrator state? A. 100 B. 200 C. 25 D. 10

B - In Lightning Experience group tasks can be assigned to up to 200 users and each user will be assigned an independent copy of the task. In Classic up to 100 users can be assigned tasks.

The director of Sales has asked that you provide pricebook pricing for multiple currencies. You currently have just one pricebook created in your Salesforce org. You have also previously enabled multiple-currencies in your Salesforce org. What would you do to accommodate this request? A. Create individual products for each currency, for each product that is needed in the pricebook B. Add the desired currencies to the existing pricebook. C. Enable Product Scheduling. D. Enable Revenue Scheduling.

A - A product can only reflect pricing in a single currency. You may include the same product in multiple currencies in a single price book, but each product must have individualized records for each currency in the price book.

Are you able to see a user's login history from their user record? A. True B. False

A - A user's login history is visible to you as an administrator whenever you view their user record. You can see when they logged in as well as the IP address they logged in from. If a user reports that they are unable to log in and you see no record of a failed attempt in their login history, that means they are entering their username incorrectly.

What is the purpose of Web-to-Lead auto-response rules? A. Allow different auto response emails to be sent based on lead attributes B. Ensure that an email is sent to every lead captured from a campaign C. Allow the lead to determine if they want an email confirmation of their product interest D. Ensure that an email is sent to every lead created

A - An auto-response rule can be used to send automatic email responses to lead or case case submissions based on the record's attributes. Quick replies can be sent to customers to let them know someone at your company received their inquiry or details about their issue.

You can see your Salesforce Organization ID and Number of Licenses available by accessing Company Information in the Setup menu. A. True B. False

A - By accessing Company Information in the Setup menu, you can see your Organization ID, which is helpful when logging cases with Salesforce support. You can also see the number and types of licenses you have available in Salesforce.

Which of the following can a case queue be used for? A. Manage your support workload B. Manage distribution of leads C. Manage distribution of custom object records D. Manage distribution of service contracts

A - Case queues can be created to prioritize, distribute, and assign case records to teams that share workloads. There's no limit to the number of queues you can create, and you can choose when queue members receive email notifications.

Chatter provides Recommendations of other Salesforce users for you to follow. A. True B. False

A - Chatter recommends relevant people, files, and information for you to follow based on your activity and interests. New relevant content is constantly presented in your personalized feed or profile page so you can keep up to date on any subject, project, or product without searching for information.

True or False: Once a Salesforce Organization has enabled Multiple Currencies, that Organization can not revert back to a single Currency. A. True B. False

A - Converting an org to a multi-currency environment is an undertaking not to be taken lightly, and cannot be reversed. You have to initiate this process by logging a Case with Salesforce. You also have to confirm the understanding that this process cannot be reversed, in addition to their being a lockout period for your organization.

Your company offers a gold, silver and retail price depending on the customer type. What is the best way of handling this? A. Create a price book for each customer type B. Create products for each customer type with different prices C. Create three quantity product schedules D. Use a default product schedule

A - Custom price books may be created for each market segment, region, or other subsets of customers. Then products are added to each price book with the prices offered for each market segment. In this scenario, price books can be created for gold, silver and retail customer types.

Which knowledge feature can assist in making it easy to find knowledge articles that are relevant for products sold in North America? A. Data Categories B. Category Groups C. Article Filters D. Article Channels

A - Data Categories can be used to organize, search, filter and control access to Salesforce Knowledge articles. Filters are only applied after a Knowledge search and only to the articles returned in the search. It will therefore not be helpful in funding articles especially without categories.

Complete this sentence - Dynamic Dashboards _ A. _enable each user to see the data they have access to. B. _refresh dynamically at set intervals. C. _dynamically adjust to fill the available width of the screen. D. _do not require underlying reports for their data source. E. None of the above.

A - Dynamic dashboards enable each user to see the data they have access to. With a dynamic dashboard, you can control data visibility without having to create a separate dashboard, with its own running user and folder, for each level of data access. Refer to https://help.salesforce.com/articleView?id=dashboards_dynamic_overview.htm&type=0&language=en_US&release=206.18 for more details.

How many Profiles may be assigned to a licensed Salesforce user? A. One B. Two C. Unlimited

A - Each licensed Salesforce user may only be assigned one Profile.

A project manager is leading a team project and would like to share project information and files only with the project team members. What Salesforce feature can support this requirement? A. Create a private Chatter group and add the project team members to the group B. Create a private project workspace and add the project team members C. Create a public Chatter group and only invite the project team members D. Create a public Chatter group, add the project team members, and then change the group access level to private

A - In private Chatter groups, only group members can see and add posts, comments and files. Any user can join a public Chatter group. It's not necessary to first create a public group and then make it private as the user can specify the access level when creating the group.

A user would like a report that includes data from Accounts and the custom object Properties. The report should have the flexibility to show Accounts with or without associated Properties. What should the administrator do? A. Define a new custom report type that includes Accounts as the primary object and Properties as the secondary object. B. Create a joined report and join Accounts and Properties. C. Create a summary report D. Create a matrix report

A - Once a Properties Lookup field is created in the Accounts object, it's possible to create a new custom report type, which is required to generate a report that shows Accounts with or without associated Properties. When creating the custom report type, the second option should be selected ("A" records may or may not have related "B" records). The lookup creation will also automatically generate a report type that shows Accounts with associated Properties.

Salesforce supports the following report formats except which one? A. Custom B. Joined C. Tabular D. Matrix

A - Salesforce supports 4 report formats: tabular, summary, matrix, and joined.

How many profiles can a user be assigned to in Salesforce? A. 1 B. 2 C. 3 D. 4

A - Users can be assigned to only 1 Profile in Salesforce. They can also be assigned to only 1 Role in the Role Hierarchy, as well. You can assign a user to multiple Permission Sets.

Are you able to specify a Salesforce user's Time Zone on their user record? A. Yes B. No

A - You can specify the Time Zone of each individual Salesforce user on their user records.

Changing the Language setting for a user record will translate the words on the Salesforce User Interface for that user to the specified language. A. True B. False

A - You can specify the desired language for each individual user in Salesforce. That user's interface will change accordingly, so that the tabs, fields, etc. are translated into the language that you set.

How many contacts on shared Activities can a user make as a primary contact? A. 1 B. It is not possible to indicate a primary contact on a shared activity C. 2 D. 3 E. 4

A - only one contact can be marked as the primary. A user must designate one contact as the primary contact on the activity. If the user deletes the primary contact, the next contact on the activity's related list becomes the new primary contact. Users can also manually edit the activity to select a primary contact. Lists and reports display primary and secondary contacts differently.

Multiple users are suddenly reporting to you that they are receiving a Validation Rule error when trying to create a new account record. The error mentions that the Industry field for the account cannot be blank. The problem is, these users cannot see the Industry picklist field, and are therefore unable to select an Industry and save new account records. Which steps should you take in order to troubleshoot and resolve this issue for your users? (select 2): A. Check the Field Level Security for the Industry field to confirm that is not hidden from the affected users. B. Check the page layout(s) assigned to the affected users to see if the Industry field is displayed. C. Create a new Role in the Role Hierarchy for the affected users. D. Turn off the validation rule.

A, B - Validation rules fire, even for fields that a user can't see. Reasons that this may occur would be if the Field Level Security isn't set for that user's profile to be able to see the field. Another possibility is that the page layout that is assigned to the user does not display the field. Turning off the Validation Rule may be a temporary fix until you can get the data access and visibility issue resolved, but you want to find the root cause, as best practice. The Role Hierarchy determined which records a user has access to for an object, but doesn't control the visibility of individual fields on an object.

What is true regarding Salesforce Knowledge and Case Mangement? (Choose 3): A. Agents can use the 'Find Articles' button to search the Knowledge Base B. Articles attached to a case can be emailed to the customer C. When a case is closed, articles can be created and added to the Knowledge base D. If Salesforce Knowledge is enabled, suggested articles are automatically added to a case when it is saved

A, B, C - If enabled, articles can be suggested when saving a case. These articles are not automatically added, but they can be added manually.

How can knowledge base articles be searched? (Choose 3 answers): A. From the Article Management tab B. Using federated search on the Knowledge tab C. Using global search D. Using sidebar search

A, B, C - Neither sidebar search nor advanced search is designed to find articles. To find an article, use global search or the search tolls in the sidebar on the Articles tab. Users may search Articles and External Sources on the Knowledge Tab and use federated search to search all resources at once.

In which of the following scenarios can a Validation Rule fire, thus helping prevent bad data from entering your Salesforce org? (select 3): A. During the initial creation of a record. B. During the manual update of a record. C. During a mass import from the Data Loader. D. During the creation of a Chatter post.

A, B, C - Validation rules do not fire on Chatter posts, but are fired during initial creation and update of records in Salesforce - either manually, or in bulk.

Which of the following Objects can be assigned to a Queue in Salesforce? (select 3): A. Case B. Lead C. Opportunity D. Custom Object E. Account

A, B, D - Prioritize, distribute, and assign records to teams who share workloads. Access queues from list views. Queue members can jump in to take ownership of any record in a queue. They're available for cases, leads, orders, custom objects, service contracts, and knowledge article versions. Refer to https://help.salesforce.com/articleView?id=queues_overview.htm&type=0&language=en_US&release=206.18 for more details.

Which of the following are valid types of Communities that are available in the Community Cloud offering by Salesforce? (select 3): A. Partner Community B. Employee Community C. Government Community D. Customer Community E. Health Community

A, B, D - Salesforce provides three primary types of Communities, which are Customer, Partner and Employee Communities. Refer to https://www.salesforce.com/editions-pricing/community-cloud/ for more details. Salesforce also offers other Cloud solutions, such as Government Cloud and Health Cloud, but these are not Communities.

What are the four available actions that can be launched from a Workflow Rule? (select 4): A. Field Update B. New Task C. New Process D. Email Alert E. New Object Record F. Outbound Message

A, B, D, F - The four available actions via a Workflow Rule, whether Immediate or Time-Based are Field Update, Email Alert, Outbound Message, and New Task. If you needed to create a new object record, you would need to resort to a Process to accomplish this.

Which of the following are correct regarding fiscal year settings? (Choose 3): A. Custom fiscal years impact forecasts, reports and quotas. B. Customizable Forecasting works with custom fiscal years. C. Once defined, a custom fiscal year cannot be modified. D. If the fiscal year is set in accordance with the Gregorian calendar, it is recommended that custom fiscal years be utilized. E. If you enable custom fiscal years you cannot disable it

A, B, E - Fiscal years can be modified at any time. It is recommended to use the standard fiscal year if the fiscal year follows the Gregorian Calendar

Related to the Lead Conversion process in Salesforce, you can map Custom Lead fields to Custom fields on which three objects in Salesforce? (select 3): A. Account B. Case C. Opportunity D. Contract E. Contact

A, C, E - When sales reps convert qualified leads, the information from the standard lead fields appears in standard fields for contact, account, and opportunity records. If you set up custom lead fields, you specify how that custom information converts to custom fields in accounts, contacts, and opportunities. Refer to https://help.salesforce.com/articleView?id=customize_mapleads.htm&type=0&language=en_US&release=206.19 for more details.

How can knowledge base article be accessed? (Choose 3 answers): A. From a public knowledge base site B. From the Case Feed C. From the Solutions tab D. From a link on the Case detail page E. From a customer community

A, B, E - On the Case object, users may use the Case Feed Articles tool to search for articles relevant to the case, attach articles to the case, and email them to customers. Also, the Customer Community can be used to provide customers with access to Salesforce Knowledge articles. Community users can view and rate articles but cannot create or edit articles. Moreover, if preferred that visitors can visit your public website to view Salesforce Knowledge articles, you can install the 'Public Knowledge for Mobile, Web, and Facebook' app from the AppExchange. The Solutions tab provides access to solutions instead of articles. The 'Find Articles' button in the 'Articles' related list on a Case detail page can be used to access articles.

Which statements are true regarding a Junction Object? (select 2): A. Establishes a Many-to-Many relationship between two objects B. Is a type of report that joins records from two different objects together. C. Is a custom object with two master-detail with two master-detail relationships. D. Is not possible to create in Salesforce.

A, C - Junction objects establish many-to-many relationships between two objects and are created with two master-detail relationships.

An administrator realizes he needs to restore fields he deleted five days ago. Which of the following must be done after restoring a custom field? (Choose 2): A. Convert any lookup relationships to master-detail if required B. Set the data type of the restored field C. Make the restored field required if necessary D. Restore lead conversion field mapping

A, C - Lead fields that are mapped to account, contact, or opportunity fields for lead conversion are still mapped accordingly when restored and its data type is also retain, so these are not required upon custom field required.

How can leads be captured with Salesforce? (Choose 2): A. Web-to-Lead B. Chat-to-Lead C. Lead Import D. Lead Assignment

A, C - Leads can be captured directly from the website using Web-to-Lead. With Web-to-Lead, up to 500 leads can be captured per day. Administrators and users with the 'Import Leads' permission can import a file of up to 50,000 leads via the Data Import Wizard in Setup. Lead Assignment refers to the rules that have been set up to assign leads that have already been captured to users or queues.

Which of the following are capabilities of Salesforce Knowledge? (Choose 2): A. Users can search and view articles without a Knowledge User license B. Users can create and publish articles without the Manage Articles permission C. Users can provide feedback using the Chatter feed of a draft article D. Users can add and remove supported languages in the knowledge base

A, C - Salesforce Knowledge 'Read' access is available for full Salesforce licenses without the 'Knowledge User' license. However, other actions (create, edit, delete, publish) require the Knowledge User license, the Manage Article permission, and the article action (e.g. publish article, archive article) on the article type. The user who has created an article as well as other users can use the Chatter feed of the draft article for discussion.

Which of the following scenarios would potentially result in data loss? (select 2): A. Changing the data type of a field to a Number field from a Text field. B. Changing the data type of a field from a Number field to a Text field. C. Changing the data type of a field from a Checkbox to a Picklist field. D. Changing a Picklist field to a Multi-Select Picklist field and keeping the available picklist options the same.

A, C - There are many scenarios in which you can experience data loss when changing a field's field type. Going from a picklist to a multi-select picklist won't wipe out existing data. Also, going from a Number to Text will be ok because numeric values can be displayed and represented in text fields. Think through the various scenarios logically and test some of them out in your own org. Refer to https://help.salesforce.com/articleView?id=notes_on_changing_custom_field_types.htm&type=0&language=en_US&release=206.17 for more details on changing custom field types and potential data loss.

When are Data Validation Rules fired in Salesforce? (select 2): A. Before a new record is saved. B. After a new record is saved. C. Before an existing record is updated. D. After an existing record is updated. E. All of the above. F. None of the above

A, C - Validation rules fire before a record is inserted or updated in Salesforce. Refer to https://help.salesforce.com/articleView?id=fields_about_field_validation.htm&type=0 for more details.

What is correct regarding lead management features? (Choose 3): A. If there are no lead assignment rules, leads are assigned to the default lead owner B. The sharing model for leads is always Public Read/Write C. Unassigned leads can be stored in a lead queue D. Leads can be automatically assigned with lead assignment rulesf

A, C, D - As with other objects, lead sharing is configurable. Lead sharing rules are based on the record owner or on other criteria, including record type and certain field values. It can be Public Read Only in which users can view but not update records, Public Read/Write in which users can view and update records, Private in which only users who own the lead records are able to view them, or Public Read/Write/Transfer in which users can transfer records in addition to viewing and updating them regardless of ownership.

When creating a Custom Summary Formula in a Report, what are the four valid Summary Types which you can select? (select 4): A. Average B. Previous C. Total D. Min E. Max F. Sum

A, D, E, F - You can create custom summary formulas for summary and matrix reports to calculate additional totals based on the numeric fields available in the report. Refer to https://help.salesforce.com/articleView?id=building_custom_summary_formulas.htm&type=0&language=en_US&release=206.18 for more details.

Which statement about Case Assignment Rules is correct? A. Multiple assignment rules can be active B. A case assignment rule can consist of multiple rule entries C. The assignee automatically gets an email notification when the case is assigned to them D. A case can be assigned to a user, queue, or role

B - A case assignment rule can consist of multiple rule entries. Only one assignment rule can be active at a time. Activating another case assignment rule will deactivate the existing active one. Also, a case assignment rule entry can only be used to route cases to a user or queue, not a role. The assignee can only get an email notification if an email template is set. If no email template is set, an email is not sent.

A dashboard shows data from source reports in the form of visual components. These components could be all except for which one? A. Gauges B. Custom Report Types C. Visual Force pages D. Charts

B - Dashboard components can be charts, tables, gauges, metrics, or other components that can be created with Visualforce. Custom Report Types define the underlying structure for new reports; they are not reports themselves.

A Salesforce Admin has 7 million records that need to be loaded into Salesforce and wants to do it in one batch. How can the records be uploaded in one batch? A. Data Loader B. Third-party data loading tool C. Data Import Wizard D. It is not possible to load 7 million records

B - Data Loader can be used for loading up to 5 million records. The Data Import Wizard can be used to load up to 50,000 records. There are third-party apps available on the AppExchange which can load more than 5 million records at a time.

What is the starting point for an Approval Process in Salesforce? A. When a record is created. B. When a record is submitted for approval. C. When a record is edited. D. When a record is saved.

B - For an approval process to start, it must first be submitted. This is the starting point at which a record enters an approval process, and then it traverses through the various steps, based on the processes settings and if criteria is met. Refer to https://help.salesforce.com/articleView?id=approvals_getting_started.htm&type=0&language=en_US&release=206.18 for more details.

You need to import over 100,000 new lead records into Salesforce. Which tool would you use to perform this mass import of new records into Salesforce? A. Data Import Wizard B. Salesforce Data Loader

B - For any data load that is greater than 50,000 records, the Data Loader is the best solution.

In addition to Organization Wide, where else can you specify Session Settings in Salesforce, to log users out after a set time of inactivity? A. Permission Set B. Profile C. Sharing Rule D. Role Hierarchy E. None of the above

B - In addition to the organization-wide Session Settings, which can be found in Setup, there is also a Session Settings link under each Profile. The Session Settings you designate at the Profile level override the Session Settings that are set organization-wide.

What is the best way to execute an email campaign? A. Use the mass email functionality and reference the Campaign ID B. Use a third party email application in the AppExchange C. Export the campaign member list and do a bulk email D. Email campaigns should not be recorded in Salesforce

B - Mass email is designed for small-scale sales and support mailings, not for marketing purposes. Salesforce recommends the use of Salesforce Marketing Cloud or a third-party email-execution vendor in the AppExchange to send emails for marketing campaigns.

You have been tasked with disabling access to a custom Salesforce application for a group of users in Salesforce. Which of the following would you adjust in order to accomplish this task? A. Page Layouts B. Profiles C. Sharing Rules D. Roles

B - Profiles are used in order to grant or deny access to a custom app in Salesforce. Roles control which records you have access to, but do not control App access. Page Layouts control the user interface for individual records. Sharing Rules are made at the object level, but not at the app level.

Which of the following can be used to associate different campaigns together within a specific marketing program or initiative? A. View Hierarchy button B. Parent Campaign field C. Manage Members button D. Campaign Status field

B - The 'Parent Campaign' field on a campaign detail page allows associating campaigns with one another. The view hierarchy button displays the existing hierarchy but does not allow you to edit the relationships. 'Manage Members' is used to import/update the campaign members. The campaign status displays the current status of the campaign.

What do you use to specify the opportunity stages that are available for users to select on an opportunity that they are working, and allow for different stages based on the different opportunity record types? A. Sales Path B. Sales Process

B - The Sales Process enables you to specify the different stages that are available on an opportunity. Opportunities can have different Record Types, and you can have different stages available for different opportunity record types.

How are Organization Wide Defaults (OWD) generally set in Salesforce, and what is considered 'best practice' when it comes to the Salesforce Security Model? A. OWD should be set as open as possible. You then layer more restrictive security settings on top of the Organization Wide Defaults by adding Sharing Rules. B. OWD should be set as closed as possible. You then layer more permissive security settings on top of the OWD by adding Sharing Rules. C. Set all data access and visibility using Permission Sets

B - The Salesforce Security Model

If a user is working in Salesforce when the login hours end, what will happen? A. The user can continue to work with no impact. B. The user can continue viewing the page they are currently on, but if they take further action or navigate to a new page, they will be logged out. C. The user can continue working, but no new users can log in. D. A warning message is displayed and the user is logged out immediately.

B - The user can continue viewing the page they are currently on, but if they navigate to a new page, the session will end, they will be logged out and a message displayed...

True or False: Changing the Locale of a user will change the language of their User Interface in Salesforce. A. True B. False

B - To change the language of the User Interface for an individual user in Salesforce, you would change the Langauge setting on that user's user record. Changing the Locale will potentially impact the format of certain fields, such as Date fields, but does not localize the User Interface into a different language.

A Bluesky Marketing manager would like to generate a list of contracts for a mailing list. What report format would be the most appropriate to use? A. Matrix B. Tabular C. Summary D. Mailing

B - there are only four report formats in Salesforce - tabular, summary, matrix and joined. A summary report format is used to group rows of data and allows for the display of subtotals. A matrix report format is used when there is a need to group data by rows and columns. A tabular report is a simple list of records with selected columns and is similar to a spreadsheet. In this scenario, a tabular report format is sufficient to meet the requirement.

Which of the following statements are true about resetting passwords? (Choose 2): A. Any user can reset their own password by navigating to their profile. B. The user's account is automatically unlocked after their password is reset. C. The user's security token is reset after resetting the password. D. An administrator can only reset a password 5 times in a 24-hour period.

B, C - A user can click the forgot password link on the login page to receive an email with steps to reset a password. However, only administrators can reset the passwords of single sign-on users. Locked accounts are automatically unlocked after an administrator resets a user's password. Users can request to reset their passwords through the forgot password link a maximum of 5 times in a 24-hour period, but an admin can reset a user's pw as many times as needed.

Which records can Lightning Sync automatically keep in sync between Outlook and Salesforce? (select 2): A. Accounts B. Events C. Contacts D. Opportunities E. Chatter

B, C - Lightning Sync keeps Contacts and Events in sync automatically. You can learn more about Lightning Sync by referring to this guide - https://resources.docs.salesforce.com/202/latest/en-us/sfdc/pdf/salesforce_exchange_sync_user.pdf

A Salesforce Admin would like knowledge base content to be available in the company's public website. How can this be achieved? (Choose 2): A. Build a custom solution to expose knowledge content to a public site B. Enable Salesforce Knowledge C. Create a Help Center Community D. Enable 'Share internal Knowledge articles externally' in profile settings.

B, C - Making knowledge content available to a public knowledge base is not enabled by default. To make it available, Salesforce Knowledge needs to be enabled and a Help Center Community created. The Help Center template can be used to build a self-service community which exposes the articles that are made available from the company's knowledge base. The 'Share Internal Knowledge articles externally' profile permission allows users with the profile to insert articles into an email and send it to customers but it will not make it available in the company's website.

What is true about the running user for a dashboard? (Choose 2): A. The dashboard will only display for the running user B. The running user can be changed on the dashboard view page by authorized users C. The running user's security settings will determine the data that is displayed D. If a user drills down into a source report, the report will display data based on the running user's security settings

B, C - Select a running user to specify which data to display in a dashboard. If you have 'View All Data' you can choose any user in your organization to be a running user of the dashboard. If you have 'View My Team's Dashboards' you can choose any user below you in the role hierarchy. The dashboard will display for any user, and will show the data that is accessible by the Running User. If a user drills down into a source report, they will only see the data they have access to, not he data that the Running User can access.

Which of the following are capabilities of the Data Import Wizard for adding or updating campaigns? (Choose 2): A. Create accounts and add them to campaigns B. Update campaign member statuses C. Add existing contacts to a campaign in the same import D. Add records of multiple objects to a campaign at a time

B, C - The Data Import Wizard allows updating status of multiple campaign members at once. It can also be used to add multiple contacts as members of a campaign. Unlike the legacy campaign update wizard, it can only add records of one object at a time.

What is true regarding when a lead is converted? (Choose 2): A. The lead is visible in the leads tab with a status of 'converted' by default B. The owner of the records created can be selected at the time of conversion C. The opportunity name is generated automatically D. Opportunities are always created for converted leads

B, C - Users can only view converted leads if they have the 'View and Edit Converted Leads' permission. Also, upon lead conversion, there is a checkbox field, 'Do not create a new opportunity upon conversion.' Therefore, creating an opportunity upon lead conversion is optional.

The Sales manager informs the administrator that there is a need to be able to assign a task to a group of users. Which of the following statements are true regarding group tasks that the admin should tell the Sales manager? (Choose 2): A. The same task is assign to all members of the group B. Each member of the group is assigned a copy of the task C. Group tasks are enabled by default in Lightning Experience D. Group tasks can only be created for personal groups

B, C - When creating a task, up to 100 users can be assigned an independent copy of the same task. In Salesforce Classic, Group Tasks need to be enabled by navigating to 'Activity Settings' in Setup. Group tasks are enabled by default in Lightning Experience. Personal groups are a convenient way to organize users into groups that are meaningful, but group tasks are not only created for personal groups.

What is true regarding campaign hierarchies? (Choose 3): A. Each campaign can only have five sibling campaigns in the hierarchy B. A campaign hierarchy can be viewed by clicking the 'View Campaign Hierarchy' button C. Each campaign can have one parent campaign in the hierarchy D. A campaign hierarchy shows grouped campaigns within a specific marketing initiative E. Each campaign can have multiple parent campaigns in the hierarchy

B, C, D - A campaign hierarchy shows grouped campaigns within a specific marketing initiative. Each campaign can have only one parent campaign, but it can have an unlimited number of sibling campaigns. 'View Campaign Hierarchy' buttons on a campaign detail page can be used to view the campaign hierarchy.

In Salesforce Classic, which of the following are capabilities of Salesforce Files? (Choose 3): A. A file can be shared with a group only if it is public B. A file can be shared via a link C. A file can be shared from a private library with Chatter D. A file can be shared in Chatter with a content library E. Set 'Viewer' or 'Editor' access for files shared with people

B, C, D - Files can be shared from Chatter with a content library. Private library files can be shared with Chatter. Files can be shared with anyone inside or outside the organization using a link. It is possible to share files in Chatter with public or private groups. 'Viewer' or 'Collaborator' access can be set for files shared with people.

Which of the following can be used to make a field required? (select 3): A. Process Builder B. Page Layout C. Validation Rule D. Required checkbox on the field E. Field Level Security

B, C, D - You can effectively make a field required by creating a validation rule where if the field is left blank, an error displays, not allowing the record to be saved until that field is populated. You can also set a field to Required on the Page Layout, as well as by checking the Required checkbox on the actual field itself. Field Level Security is used to set if a field is Visible and Read-Only, but isn't used to mark a field as required.

Select the 4 valid Report formats available in Salesforce (select 4): A. Pivot Table B. Summary C. Joined D. Matrix E. Tabular F. Table

B, C, D, E - The four valid Report formats you can create in Salesforce are Summary, Matrix, Tabular and Joined.

The finance department at Universal Rentals wants the Salesforce administrator to implement manager approvals for Paid Time Off requests. What is true regarding approval process capabilities? (Choose 2): A. Approval requests can only be assigned to users B. Approval requests can be sent via Chatter for any standard or custom object that has been enabled for feed tracking C. Records are always locked for all users during an approval process D. If enabled, an approver can receive and reply to approval requests via email

B, D - A System Administrator and, if specified, an Approver can edit a record while it's locked for approval. Approval requests can be sent to individual users or a queue. Approvals can be handled through both email and Chatter if the features have been enabled.

Which of the following are true regarding Salesforce Knowledge articles? (Choose 2): A. Articles can be liked and commented on by users B. Articles can be rated between 1 and 5 stars in Salesforce Classic C. Articles can be linked with reports D. Articles can be created from cases

B, D - When cases are closed, Knowledge articles can be created from them. Users can rate articles between 1 and 5 stars in Salesforce Classic. Although users can like articles by giving a thumbs up or down rating (if enabled in Knowledge Settings), it is not possible to comment on them.

Which of the following settings can be configured from the 'Company Settings' section in Setup? (Choose 3): A. Company Login Hours B. Company Information C. Allowed IP ranges D. Business Hours E. Fiscal Year Settings

B, D, E - The 'Company Profile' section in Classic and Company Settings page in Lightning Experience allows updating settings such as company information, default language, default time zone, currencies, fiscal year settings, business hours, holidays and available languages. Login Hours and IP Ranges are specified at the profile level.

Which field settings can you control in the Page Layout Editor? (select 3): A. Dependent B. Required C. Controlling D. Read Only E. Visible

B, D, E - You cannot set field dependencies from the Page Layout Editor. You can make a field visible, read-only, and/or required via the Page Layout Editor. Refer to https://help.salesforce.com/articleView?id=customize_layoutcustomize_pd.htm&type=0&language=en_US&release=206.18 for more details.

Sales reps are occasionally entering new opportunities in Salesforce with a Close Date that is set to a date in the past. What type of rule would you use to prevent new opportunities from being entered with Close Dates in the past? A. Assignment Rule B. Escalation Rule C. Validation Rule D. Workflow Rule

C - A Validation Rule can be created to prevent users from being able to save opportunities records with a Close Date that is set in the past. Validation Rules are helpful in enforcing data quality whenever records are created and updated.

What Report functionality would you use in order to quickly categorize report records without creating a formula or a custom field? A. Joined Report B. Matrix Report C. Bucketing D. Export E. Schedule

C - Bucketing lets you quickly categorize report records without creating a formula or a custom field. For example, create a bucket field named Size based on the # Employees field. Then, create buckets that group records into _Large,_ _Medium,_ or _Small_ ranges that you define. Bucket fields can be used like any other field to sort, filter, and group your report. Refer to https://help.salesforce.com/articleView?id=reports_bucketing_overview.htm&type=0&language=en_US&release=206.19 for more details.

A sales rep would like to send a message to a person that is a Salesforce user, but not share it with others. What is the best way to do this? A. Post a private comment on their profile B. Create a private group within Chatter and invite the other person C. Send a private message within Chatter D. Send an email

C - Chatter messages let you have secure private conversations with other Chatter users. Chatter messages can be sent from the Chatter tab or the person's profile.

Your company sells internet service that is invoiced monthly. What should you create to represent this? A. A Quantity schedule B. A Revenue schedule C. A default Quantity and Revenue schedule D. A default product schedule

C - Revenue and Quantity Schedule is suitable if the customers receive their order on a delivery schedule and also pay for the products using a payment schedule.

A sales manager contacts you with an issue that he is not able to add a product to an opportunity. What should you not check? A. The product is active B. The product has a standard price in the currency of the opportunity C. the product has an active sales price in the currency of the opportunity D. The product has been added to a pricebook in the currency of the opportunity and the pricebook entry is active

C - The 'Active' checkbox should be selected to ensure that a product is active before it can be added to an opportunity. Products need a standard active price before you can add them to a price book, which leads to a price book entry creation. For multicurrency orgs, the opportunity Currency is tied to the currency of the associated price book entry. If there is an existing opportunity line item, currency of the product line item to be inserted should be in conjunction with the opportunity currency. The sales price is specified for a product that is added to an opportunity or quote.

What is the primary purpose of the AppExchange? A. To share ideas with the Salesforce Community on how Salesforce could be improved in future releases. B. To connect with other Salesforce users. C. To provide a marketplace through which Salesforce users can access, download and install apps, in order to extend the core functionality of the platform. D. To keep up to date with the latest developments and improvements on the Salesforce platform.

C - The AppExchange is Salesforce's App Store. You can access, download and install apps into your own Salesforce organization, in order to extend the functionality of the platform.

Which of the following would be considered a Junction Object in Salesforce? A. A custom object that contains a lookup field to a standard object. B. Two standard objects that have lookup relationships with each other. C. A many-to-many relationship created with two master-detail relationships. D. A many-to-many relationship created with two lookup relationships.

C - 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. Refer to https://help.salesforce.com/articleView?id=relationships_manytomany.htm&type=0 for more details.

You are trying to connect to Salesforce from an IP address that is outside of your company's trusted IP range, using the Data Loader. Your login attempts fail, although you know you are entering your Username and Password correctly. You have confirmed that your account is not locked by successfully logging into Salesforce via the browser interface. Which of the following is a valid reason why you are unable to connect? A. Your Data Loader license has expired. B. You are using an old version of the Data Loader and need to update it to the latest API version C. You have forgotten to append your Security Token to the end of your Password in the Data Loader login window. D. Your user account has been locked. E. You cannot log in outside of trusted IP ranges.

C - Your user account has not been locked, because in this scenario you confirmed your account was ok by successfully logging in via the interface. Additionally, you don't require a separate license for Data Loader - it is a free download, and you can use it to connect to any Salesforce accounts with which you have an active user license for. There are different versions of the Data Loader, and you can download and install updates, but this won't affect your ability to log in to your Salesforce instance. If you do find yourself in this scenario, you'll need to append your Security Token to the end of your Password in the Password field in order to log in using the Data Loader. Refer to https://help.salesforce.com/articleView?id=user_security_token.htm&type=0 for more details on your Security Token and how to reset it.

What is true about dynamic dashboards? A. In dynamic dashboards, the source reports used can vary according to the user B. A dynamic dashboard will refresh automatically several times a day C. A dynamic dashboard will show data according to the user's security settings D. If a user wants to customize the dashboard, they should use a dynamic dashboard

C - dynamic dashboards enable each user to see a personalized view of the data using only data they have access to

The leadership of a large online apparel company wishes to enable the My Domain feature in Salesforce. What does the administrator need to consider before enabling the My Domain feature? (Choose 2): A. Users will not be able to login from https://login.salesforce.com B. My Domain cannot be used in a sandbox environment C. Visualforce page URLs will change D. After the new domain has been deployed, it cannot be reversed.

C, D - My Domain is available for sandbox environments, and users still have the option to login from login.salesforce.com unless it has been prevented.

Which of the following are valid report formats that are available in Salesforce? (select 3): A. Pivot B. Dynamic C. Summary D. Tabular E. Matrix

C, D, E - In addition to Tabular, Summary and Matrix reports, you can also create Joined reports in Salesforce. Salesforce does not support Pivot Tables. Refer to https://help.salesforce.com/articleView?id=reports_changing_format.htm&type=0&language=en_US&release=206.18 for more details on Report formats in Salesforce.

As an Administrator for your company, you have two different Sales Groups that need to use different Stages on Opportunities. How do you display the correct stages for each group? A. Adjust the Field Level Security on the Stage field on Opportunities B. Assign different page layouts to the two Sales Groups C. Add additional selections to the Stage picklist on the Opportunity object D. Set up two different sales processes and assign them to the appropriate profiles

D - A Sales Process contains the Stages that an Opportunity follows through its sales cycle.

A Salesforce administrator is working in an org with multiple Validation, Escalation, Assignment and Workflow rules. What is the correct sequence of rules that are processed that the administrator needs to keep in mind? A. Escalation, Validation, Workflow B. Assignment, Workflow, Validation C. Escalation, Assignment, Workflow D. Validation, Assignment, Workflow

D - According to the order of execution in Salesforce, events are executed as follows: Validation rules, Assignment rules, Auto-response rules, Worklow rules (with immediate actions), and Escalation rules

Salesforce Knowledge is being used to record organizational procedures. Finance procedures should only be available to finance users. How can this be achieved? A. Knowledge Permissions B. Profile Permissions C. Article Permissions D. Data Category Visibility

D - Article access can be restricted by data category. A data category could be set up for Finance, and Financial articles can be assigned to this data category. Data Category visibility for Finance could be set for certain roles, profiles or individual users by using permission sets.

The Organization Wide Default for Opportunities is set to Public Read/Write in your organization. Which Security feature would you utilize to restrict access to Opportunities for a certain set of users? A. Role Hierarchy B. Record Type C. Page Layout D. Profile

D - If a user's profile does not grant the access to an object, they will not be able to access that object or see/edit any of that object's records, even if the Org Wide Default is set to Public Read/Write.

True or False - The Sales Path provides you with Key Fields and Guidance for Success on Opportunities, and is only available in Lightning Experience.

True