SalesForce Ecosystem

What are the three main categories in the Setup menu? A. Object Management, Preferences, Groups B. User Management, Settings, Security C. Administration, Platform Tools, Settings D. AppExchange, Profiles, Customizations

C. Administration, Platform Tools, Settings

A company wants to asses a new feature before purchasing. Which environment would provide access to this new feature? A. Playground B. Production Org C. Developer Org

C. Developer Org

Which of the following career paths relies most on building relationships and giving presentations? A. Salesforce developer B. Salesforce technical architect C. Business Analyst D. Sales Manager

D. Sales Manager

Where would a Salesforce Associate be able to verify if an incident has been reported for their instance? A. Salesforce Trust Site B. TB community C. Trailhead

A. Salesforce Trust Site

A company wants to start implementing automation tools across their company to help users efficiently and reduce data entry. What should they implement first? A. Use standard functionality provided by SalesForce B. AppExchange C. Solutions Programmatic

A. Use standard functionality provided by SalesForce

A hospital wants to ensure data is stored that complies with all privacy laws for their provider tracking? A. Experience Cloud B. Health Cloud C. Education Cloud

B. Health Cloud

Which of these clouds provides the ability to send scheduled messages and track open and response rates? A. Sales Cloud B. Marketing Cloud C. Experience Cloud

B. Marketing Cloud

How can someone quickly create an org to learn and practice skills when working through a Trailhead project and gain points? A. Sandbox B. Playground C. Developer Org

B. Playground

If you love designing robust, long-term solutions and have several years of development experience, what's one Salesforce Career path to explore? A. Salesforce Developer B. Salesforce technical architect C. Business Analyst D. Sales Manager

B. Salesforce technical architect

Which type of environment should be utilized for onboarding new users to build and test a new requirements for a company? A. Trailhead playground B. Sandbox C. Production Org

B. Sandbox

Where could someone connect with other Salesforce associates to network and collaborate? A. Salesforce Trust B. Trailblazer Community C. Group Quests

B. Trailblazer Community

Who would a SalesForce Associate typically work with getting new fields created or an object? A. Developer B. Business Analyst C. SalesForce Administrator

C. SalesForce Administrator

Which of the clouds helps your customers manage support info, connect with customers, and resolve cases? A. Sales Cloud B. Marketing Cloud C. Service Cloud

C. Service Cloud

True or False: With Provider Relationship Management, users get a complete view of their physician network from one place.

TRUE

Which of the following is true of tracking progress with reports and dashboards? a. A dashboard is a visual representation of reports b. Dashboards are easy to create if the person has basic coding experience c. A rep's progress should be visible only to their manager, to avoid embarrassment or competition between reps d. Reps should enter an opportunity into Salesforce as soon as the deal closes

a. A dashboard is a visual representation of reports

Before Lira sets up a partner portal, why do partner resellers have a difficult time working with the company? a. Archaic, non-connected systems b. Lira's Boulder-based location c. A mobile only interface d. A subpar marketing strategy

a. Archaic, non-connected systems

From a self-service site, customers: a. Can ask questions and get solutions on their own b. Can add their own products to your product catalog c. Have no access to live agents d. All of the above

a. Can ask questions and get solutions on their own

Sales and Service Clouds together enable your team to: a. Deliver a personalized experience based on customer insights b. Hand off picky sales questions to service agents c. Use customer buying histories to sell off old inventory d. Tag-team questions when someone is unavailable

a. Deliver a personalized experience based on customer insights

How can you help make your sales team more productive? a. Give them guidance at every step of the sales cycle b. Keep them on track by creating a culture where work takes place at the desk c. Have reps email a sales summary to their sales director at the end of each day d. Encourage your team to manually enter all their emails into Sales Cloud

a. Give them guidance at every step of the sales cycle

What metrics are important to the VP of support in relation to customer engagement? a. Number of cases deflected and net promoter score b. Employee retention c. Deal registration rate d. Number of closed opportunities

a. Number of cases deflected and net promoter score

What are the crucial business tools for empowering employees to enhance customer experience? a. Trusted AI, a shared view of customer data, and an AI-powered CRM b. Generally available AI and multiple CRM systems c. A data lake d. A data powered CRM e. A single view of customer data

a. Trusted AI, a shared view of customer data, and an AI-powered CRM

Why would you go to trust.marketingcloud.com? a. For insight into past incidents b. For real-time information on Marketing Cloud system performance and security c. To track the status of your campaigns d. To see if Marketing Cloud Connect is working

b. For real-time information on Marketing Cloud system performance and security

A site built using Experience Cloud gives you which of the following advantages? a. Siloed information b. Integrated data c. Isolated processes d. Coffee and Donuts

b. Integrated data

With the Service Cloud platform, agents can connect with customers: a. On any channel a support supervisor chooses b. On any channel the customer chooses c. If the customer is near a Wi-Fi hub d. Only when the customer is on a desktop

b. On any channel the customer chooses

What is an advantage of the Salesforce Platform? a. Service agents can learn to be better sellers b. Sales and service are seamlessly integrated because they're build on the same platform c. It keeps sales and service data separate d. It never has new features

b. Sales and service are seamlessly integrated because they're build on the same platform

Which of the following best defines CRM, Sales Cloud, and Salesforce? a. CRM is a company, and Sales Cloud is a product b. Salesforce is the company that pioneered CRM in the cloud, and Sales Cloud is a product it offers c. CRM stands for companies, relationships, and making money d. Salesforce is a product made only for salespeople

b. Salesforce is the company that pioneered CRM in the cloud, and Sales Cloud is a product it offers

Macros are used to: a. Create lists on instructions for agents to follow b. Save agents time by automating repetitive tasks c. Talk to multiple customers online at the same time d. Store large amounts of data e. All of the above

b. Save agents time by automating repetitive tasks

Connecting Sales and Service keeps customers coming back because: a. Service agents are more patient than salespeople b. Today's connected customers want a connected experience c. Customers like to choose who they deal with d. High maintenance customers can get more attention

b. Today's connected customers want a connected experience

The Service Cloud platform gives your agents superpowers to: a. Login faster b. Bypass customer calls c. Deliver intelligent service d. Take breaks more often e. All of the above

c. Deliver intelligent service

What is the 4 th Industrial Revolution? a. It is a resurgence of mass production and increased productivity b. It's a time when customer expectations are driving the creation of new technologies c. It's a new era where AI, robotics, and IoT are transforming the customer experience d. It's a plan to develop new technology that will eventually colonize Mars

c. It's a new era where AI, robotics, and IoT are transforming the customer experience

What metrics are important to the VP of channel sales when it comes to the partner site? a. Number of daily calls b. Net promoter score c. Number of deals registered through the portal d. Number of HR tickets filed

c. Number of deals registered through the portal

Which of the following is true of forecasting in Sales Cloud? a. Forecasts are ready in Sales Cloud as soon as the business week ends b. Good reps will intuitively understand what each state in your sales cycle means. c. Reps can drag deals into new stages with Opportunity Kanban d. Forecasting isn't really important, and you should make decisions based on your gut feeling of how things are going.

c. Reps can drag deals into new stages with Opportunity Kanban

Which of these is true about how Sales Cloud can help you grow your business? a. Salespeople spend 95% of their time selling, and that's what Sales Cloud is all about b. It's impossible to scale a sales organization c. Sales Cloud gives you real time reports of how your business is doing d. Sales Cloud will help you leap tall buildings in a single bound

c. Sales Cloud gives you real time reports of how your business is doing

Omni-Channel Supervisor allows contact center supervisors to: a. Backup data for easy review b. Collect customer feedback c. View real-time operational intelligence d. Create knowledge-base articles

c. View real-time operational intelligence

Which tasks do care managers complete with Health Cloud? a. Define care plan goals b. Process referrals c. Verify patient identity d. A and B e. A and C

d. A and B

Omni-channel routing enables companies to: a. Push cases to available agents b. Connect customers to the right expert for their issue c. Route cases from any service channel d. All of the above

d. All of the above

A knowledge article is: a. An article shared only with customers b. An article shared only with your agents c. A product newsletter pushed to service agents d. Any type of shared document in your knowledge base

d. Any type of shared document in your knowledge base

Why is it important to connect your sales and service departments? a. To create a seamless experience for your customer b. So sales and service can try one another's jobs for career growth c. To increase revenue by giving the entire organization the information they require to uncover opportunities d. Both a and c

d. Both a and c

What are three products in the Marketing Cloud platform? a. Clouds, products, channels b. Journey builder, Marketing Cloud Connect, and channels c. Websites, Marketing Cloud Connect, and Mobile d. Email Studio, Mobile Studio, and Journey Builder

d. Email Studio, Mobile Studio, and Journey Builder

Which product integrates Marketing Cloud with Sales Cloud? a. Marketing Cloud Integrator b. Marketing Cloud Binder c. Marketing Cloud Rocket d. Marketing Cloud Connect

d. Marketing Cloud Connect

How does Marketing Cloud help with implementation? a. It doesn't b. Imports all of your data c. Gives you resources d. Partners with your IT team and stakeholders

d. Partners with your IT team and stakeholders

With the Service Cloud platform, companies can connect with customers across which channels? a. Only email and SMS b. Email, SMS, and live chat c. Android and iPhone apps d. Phone, email, SMS, Facebook, Twitter, Video chat and more

d. Phone, email, SMS, Facebook, Twitter, Video chat and more

Which of these is the best way to manage leads in Sales Cloud? a. Prioritize leads with companies that are largest and closest to them b. Sales Ops should be solely responsible for keeping track of pipelines c. Store customer information in several places for easy access, like sticky notes and excel d. Reps should prioritize the leads that are ranked the highest and most likely to close

d. Reps should prioritize the leads that are ranked the highest and most likely to close

The salesforce platform advantage offers: a. An easier way to track customer transactions b. More advanced technology for measuring productivity c. Unrestricted customer access d. Seamless integration across sales, service and more

d. Seamless integration across sales, service and more

Which sales best practice should you follow? a. The best sales reps memorize their customer info b. When your business grows, the best thing to do is use the same sales processes but hire more reps c. The creator of your sales software knows best, so don't worry about being able to customize a solution d. You should keep your customer information in one place, accessible by your whole team, so you can sell faster and smarter

d. You should keep your customer information in one place, accessible by your whole team, so you can sell faster and smarter

How can your company use Experience Cloud to engage with external users? a. Create a customer portal b. Create a replica of Salesforce org c. Create multiple experiences for different audiences d. A and B e. A and C

e. A and C

Marketing Cloud empowers you to do what? a. Personalize every interaction b. Determine your success criteria on the fly c. Engage customers wherever they are d. A and B e. A and C

e. A and C

From the Service Console agents can: a. Get a 360 degree view of the customer b. Respond to customers through email, SMS or social media c. See knowledge articles d. Proactively see when a product is due for service e. All of the above

e. All of the above

How does Health Cloud benefit providers? a. It separates clinical data from other providers b. It strengthens and manages provider networks c. It expands patient access in home, online or in person d. A and B e. B and C

e. B and C

Who are the key Health Cloud users in the provider sector? a. Billing staff b. Care Manager c. Patient d. A and C e. B and C

e. B and C

What is Salesforce Customer 360? a. A solution that creates a universal customer ID across different systems b. The entire suite of salesforce technologies and products, offering trusted AI, data tools and CRM applications c. The world's #1 AI CRM d. Both A and B e. Both B and C

e. Both B and C