Practice Flashcards by Brittany Garner

A System Platform Administrator creates a Workflow Rule that assigns a task to a support
manager role when a case is escalated. The case owner is complaining about being assigned these
tasks.

What should a System Platform Administrator do to correct this issue?

C. Make sure there is only one user in the role.

Correct.
Select an assignee for your task. An assignee can be in the form of a user, role, record owner, record creator, opportunity
team role, or account team role, depending on the type of record you chose.

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How should the System Platform Administrator implement biweekly notifications for Sales Reps that include Opportunities that need attention based on the Opportunity Owner’s last login, past due Opportunities, and all
Opportunities that have not been updated in the last 30 days?

A. Create Opportunity Update Reminders.

Correct. Opportunity update reminders allow managers to automatically send and schedule emails that include a report of the team’s open opportunities to direct reports. You can select the fields you want to include in the reminders such as last login date, or # not updated in the last 30 days.

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The platform administrator for the Cloud Kicks has a flow that makes several updates to Contacts
when they are being created. If the Contact Status is “New” and the Contact’s email is known, the platform administrator would also like to send a welcome email.

What should the platform administrator do to complete this requirement?

D. Update the flow with a decision to send the email when needed.

Correct. When a flow executes a Decision element, it evaluates each decision outcome in order.

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Ursa Major Solar recently acquired a company whose sales team has a unique sales process, with
stages that are different from the current setup of stages in Salesforce.
The Chief Technology Officer (CTO) has decided that the new sales team should NOT change
their process at all.

What should the platform administrator do to incorporate the new sales team’s process?

Create new values for the opportunity stage field; create a new sales process assigned to a custom record type for the new sales team.

Correct. Record types let you offer different business processes, picklist values, and page layouts to different users.

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A user’s profile can control which three settings?

A. Assigned apps

B. Security at the field-level

E. Record type assignment

Correct. Profiles define how users access objects and data, and what they can do within the application.

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A user at Ursa Major Solar attempts to log in to Salesforce from an IP address that is outside the login IP range on the user’s profile but within the organization-wide trusted IP range.

What occurs as a result of this scenario?

B. The user will be unable to log in at all.

Correct. Trusted IP Ranges define a list of IP addresses from which users can log in. When you define IP address restrictions for a profile, a login from any other IP address is denied.

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The platform administrator at Ursa Major Solar needs to provide information for total Salesforce
licenses, used licenses, and the remaining Salesforce licenses.

Where in setup can this information be found?

C. Company Information

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Universal Containers has a complex sales process with multiple record types, each shared with all Profiles. Some users complain about the Record Type selection screen when creating new Opportunities.

Which two actions should the System Platform Administrator take to allow these users to bypass choosing a Record Type?

A. Remove Record Types from the users’ Profiles.

Correct. Each profile is associated with a single record type; users will never be prompted to select a record type when creating records.

D. Instruct users to update the Default Record Type in My Settings.

Correct. Set an option to automatically insert your default record type when you create records.

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

C. Tabular report with Rows to Display set to 10

Correct. Use a tabular report as the source report.

D. Summary report without a chart

Correct. The default two-column table uses the first grouping and summary field from the chart in the source report. If the report
has no chart, default columns are based on the first grouping and summary field in the report.

E. Summary report with a chart

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A Platform Administrator at Ursa Major Solar is converting a lead and needs to capture custom
lead data on the converted contact.

What should the platform administrator do to accomplish this goal?

A. Map custom lead fields to custom contact fields.

Correct. When leads are converted lead records, standard lead fields map to contact, account, person account, and opportunity
fields. Custom fields are mapped to newly created records.

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Ursa Major Solar recently enabled the multiple currencies feature.
As a result, which currency will be used as the foundation for all currency conversion rates?

B. Corporate currency

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The managers at Ursa Major Solar asked the platform administrator to quickly provide access to sales reports and dashboards.

How can this be done?

A. Search the AppExchange for free adoption report apps.

Correct. The Salesforce Adoption Dashboards app can be found on the AppExchange.

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High Priority cases at Ursa Major Solar need to get a response in less than 3 hours or escalated to a queue called “High Priority Queue.”

A platform administrator needs to configure the case management process to implement this requirement.

How should the platform administrator achieve this goal?

A. Create an escalation rule to assign all cases where status = high to the high priority queue based on the last modification time and set the age over to 3 (hours).

Correct. Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry. Use age to track when the last response on the case was.

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Universal Containers wants the sales team to access information about Closed Won Opportunities with a common competitor for all pending big deals.

Which features should the System Platform Administrator implement?

B. Competitors and Similar Opportunities

Correct. Enable similar opportunities and competitors to allow 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 can help them close their deals.

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Recently, one of Ursa Major Solar’s (UMS) competitors lost critical data after a powerful hurricane caused multiple power outages.

UMS needs to ensure that its Salesforce data is backed up and protected from such an event.

Which two statements are true regarding this goal?

C. UMS can use Salesforce’s weekly or monthly backup service, which is provided via a zip file.

Correct. A Salesforce org can generate backup files of your data on a weekly or monthly basis.

D. UMS can download an app from the AppExchange.

Correct. AppExchange is the leading enterprise cloud marketplace with ready-to-install apps, solutions, and consultants that let you extend Salesforce.

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Ursa Major Solar requires all Sales Users to view a dashboard that displays the Total Closed/Won Opportunity Amount by User every month. The Opportunity sharing model is private.

What should the platform administrator do to fulfill this request?

B. Request for the Sales Manager to create the Dashboard from the Opportunities by User Report, select “View Dashboard as Me”, and save it in the shared Dashboard Folder.

Correct. By setting the running user to the Sales Manager and saving the file in a shared folder, the Sales user will be able to see all the records that the Sales Manager can see.

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A System Platform Administrator wants to implement a feature for call recording to monitor customer service quality using Salesforce Service Cloud.

Which two statements regarding call recording should be considered when implementing this requirement?

C. Call recording is a feature that a developer might create with Salesforce App Cloud.

Correct. Use a developer to code to create solutions for complex processes.

D. Call recording is a feature of some add-on products from the AppExchange.

Correct. Use the AppExchange to find solutions for complex processes.

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A sales executive at Universal Containers wants to be notified whenever high-value opportunities are created for hot accounts.

What should a platform administrator do to meet this requirement?

B. Create a workflow rule on the opportunity object.

Correct. Automate your organization’s standard process by creating a workflow rule.

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A user is unable to log in to Salesforce.

What should a Salesforce platform administrator do?

C. View the user’s login history.

Correct. Viewing the user’s login history will give the admin information as to why the user is unable to log in and insight into how to solve the issue.

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How should a System Platform Administrator provide a Sales Rep access to the Commission report that is visible only to the Executive Team?

B. Save the report in a folder shared with the Executive Team.

Correct. Each user, group, or role can have its own level of access to a report and dashboard folder. Viewers can see the data. Editors can determine what data is shown. Managers can control access.

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Ursa Major Solar is looking into backup methods.

Which set of small and large data backup methods is available in native Salesforce?

A. Data Loader Exports, Report Exports, and Weekly Data Export Service

Correct. Data can be backed up via Data Loader Exports, Report Exports, and the Weekly Data Export Service.

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What two valid assignee options should a platform administrator use to configure case assignment rules?

B. Queue
C. User

Correct. User and queue can be assigned to a case.

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Ursa Major Solar needs to transfer records from one user to another user during a mass transfer of account records.

Which two record types can be used for this transfer?

A. Open cases
B. Closed cases

Correct. Use the Mass Transfer tool to transfer multiple accounts, leads, service contracts, and custom objects from one user to another.

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Ursa Major Solar recently acquired a company whose sales team has a unique sales process, with stages that are different from the current setup of stages in Salesforce.

The Chief Technology Officer (CTO) has decided that the new sales team should NOT change their process at all.

What should the platform administrator do to incorporate the new sales team’s process?

C. Create new values for the opportunity stage field; create a new sales process assigned to a custom record type for the new sales team.

Correct. Record types let you offer different business processes, picklist values, and page layouts to different users.

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Which configuration action should be performed to ensure every Case gets assigned to a valid Owner?

C. Define the Default Case Owner in Support Settings. Correct. This automatically assigns a user or queue to all cases that don't match any case assignment rule entries.

Define validation rules?

Validation rules verify that the data a user enters in a record meets the standards you specify before the user can save the record. A validation rule can contain a formula or expression that evaluates the data in one or more fields and returns a value of “True” or “False”. Validation rules also include an error message to display to the user when the rule returns a value of “True” due to an invalid value.

Ursa Major Solar has the following environment and requirements: A new custom object named Regulations__c is a child of the account object. All users need the ability to view Regulations__c when viewing accounts with the sales account page layout. How should a platform administrator provide access to Regulations__c on the sales account page layout?

C. By adding a new related list for Regulations__c to the sales account page layout Correct. Adding the related list will allow users to access the child accounts.

Where does a platform administrator control field-level security for users?

C. Profile Correct. Profiles allow admins to grant field-level access and access in the profile bypasses rules and org-wide defaults set by sharing rules.

Which two actions should a platform administrator perform to provide a sales team with an easy solution for gathering customer requirements and sharing presentations with their customers?

B. Add customers to private Chatter groups. Correct. Create a Chatter customer group. Customers can see only the groups they're invited to. They can interact only with members of those groups. C. Use Salesforce Files to post presentations in Chatter. Correct. Post files to a Chatter customer group.

The customer support team wants to use a different Page Layout when closing a Case. Which method should the System Platform Administrator use to fulfill this request?

C. Case Close Page Layout Correct. When agents close a case, they see the close case page layout, where agents can enter information about the case resolution.

The Sales Operations team notices an increase in Opportunities without Products. Which configuration change should the System Platform Administrator make to help Sales Reps remember to add Products to every Opportunity?

C. Enable the Opportunity setting to prompt users to add products to opportunities. Correct. Prompting users to add products to opportunities allows sales to easliy add products.

Ursa Major Solar placed a time-dependent action in the workflow queue when the record was created. What are two situations that will cause this action to be removed from the queue?

C. If the record no longer matches the rule criteria D. If the action is deleted from the workflow queue Correct. Time-dependent actions remain in the workflow queue only as long as the workflow rule criteria are still valid. If a record no longer matches the rule criteria, Salesforce removes the time-dependent actions queued for that record.

What are some features of Campaigns in Salesforce?

The Send List Email feature can be used to send a message to selected Campaign Members Campaign Member Statuses can be customized per Campaign Path can be used to visually track Campaign progress

When creating users, which of the following does NOT need to be selected in order to save the record?

Role Although Role is marked as required on the user record, you do not need to select one in order to save. Profile, Username, Email, User License, Alias, Nickname and Last Name are all required to create and save a user record.

In addition to a score, what other information does Einstein Opportunity Scoring provide to assist sales users close deals?

Top Negatives Top Positives As well as providing a score, Einstein will indicate both positive and negative factors that contributed to the score

As Cloudy Computing is rapidly expanding, they are hiring many new sales team members. The existing team is having a hard time training up the new recruits on the Opportunity process. As the Salesforce Administrator, how could you support?

Add key fields and guidance for each stage in the sales process Create a Path for the Opportunity sales process The Administrator should create a Path for the Opportunity sales process and add key fields and guidance for each stage. Path enables you to quickly and easily guide reps through a process, highlighting any important information

Your company's financial year starts in February and ends in January. As the Administrator, what must be done to make sure this is reflected in Salesforce?

Use the standard fiscal year Select the fiscal year start month When defining a standard fiscal year, the Administrator will enter the fiscal year start month but is not required to enter a fiscal year end month.

Cloudy Computing has multiple different record types for Opportunities. Users are complaining that it is tedious having to select a record type each time they create an Opportunity. As the Salesforce Administrator, what could you recommend?

Users can set their default record type in Settings We can do this by advising users that they can set their default record type in Settings. Once they select their default record type, when creating a record they will no longer see the record type selection screen.

Ava has been asked to automatically send out a birthday greeting to customers at 9am on their birthday. What automation tool could be used to achieve this?

Schedule-Triggered Flow You should use a Schedule-Triggered Flow when you need to perform the same action across your org regularly.

As the Administrator for Cloudy Computing, you have created a custom object that is the detail object in a master-detail relationship with Account. What is TRUE about the OWD setting for the custom object?

The OWD will be Controlled by Parent The OWD cannot be changed When a custom object is on the detail side of a master-detail relationship with a standard object, the organisation wide default (OWD) is set to ‘Controlled by Parent’ and cannot be changed.

In Lightning Experience, what are some of the filtering options available in group feeds

All Updates—Shows all content in the feed. Unread Posts—Limits the feed to the posts that you haven’t read. Unanswered Questions

The VP of Sales at Cloudy Computing would like to get a report of Opportunities grouped by sales stage. What kind of report would meet this requirement?

Summary Summary reports allow users to group rows of data, view subtotals, and create charts. You can use this type for a report to show subtotals based on the value of a particular field.

As a global company, Cloudy Computing will occasionally have more than one sales team member working on an Opportunity. If the Opportunity is won, each sales team member should be recognized on the Opportunity and a percentage of the amount attributed to them. How can this be achieved?

Opportunity Splits Opportunity Splits can be used to distribute revenue from Opportunities among sales team members. Team selling must first be enabled

Cloudy Computing often deals with complex Cases that involve contacting multiple Contacts at an Account. What feature of Salesforce could be used to support this and keep track of all Contacts involved with a Case?

Contact Roles Contact Roles enable you to define which Contacts are involved in a Case and what their roles are. This feature makes it easier to quickly identify who to contact and when.

Cloudy Computing generates Leads from various sources such as web-to-lead, inbound sales calls and telemarketing. Leads should follow a qualification process that is dependent on where the Lead originated. How can this be achieved in Salesforce?

Lead Processes Record Types Lead Status Picklist Field When different processes are required to manage types of Leads, we can create multiple Record Types and Lead Processes. A Record Type can have its own Lead Process. Lead Process values are determined by the Lead Status picklist field. A Lead Process can contain some or all of the values contained in the Lead Status field.

What do Record Types control?

Picklist Values Path Page Layouts Record Types control the Path, available Picklist Values and the Page Layout.

What is TRUE about converting a lookup relationship to a master-detail relationship?

Converting a lookup relationship to a master-detail relationship changes the organization-wide default to Controlled by Parent and the sharing model is updated to public read/write You can convert a lookup relationship to a master-detail relationship as long as the lookup field contains a value in all the records

Cloudy Computing would like to be able to generate Quotes from Salesforce. Quotes should contain the Account Name, Amount and any discount. Quotes should also be able to be emailed to customers from Salesforce. As the Salesforce Administrator, what would you suggest?

Use the standard object “Quotes” A Quote can be configured to display certain fields, including Account, Amount and Discount. Quotes can be generated as PDFs and emailed directly to customers from Salesforce.

Cloudy Computing has Trusted IP Ranges defined for extra security. A user is trying to login from outside the trusted IP ranges that have been defined. What will happen in this scenario?

The user will receive a verification code that will then enable them to login. If users try to login from outside the trusted IP range, they will be sent an verification code. Once the code is entered, they can access Salesforce.

What are the three access levels you can grant to Report and Dashboard folders?

Manager Access Viewer Access Editor Access

At Cloudy Computing, the Sales team often works in the field, visiting customers, using the Salesforce mobile app to stay up to date on Salesforce. Many of their customers live in remote areas with no internet connectivity. What features could the Salesforce Administrator enable to support the Sales team? (Choose 2)

Enable offline create, edit, and delete in Salesforce for Android and iOS Enable caching in Salesforce for Android and iOS To allow updating records while offline, the Administrator can select ‘Enable offline create, edit, and delete in Salesforce for Android and iOS’. This option won’t be available if ‘Enable caching in Salesforce for Android and iOS’ is disabled.

Cloudy Computing would like to be able to link related Cases together. As the Admin, what would you recommend?

Case Hierarchies

Cloudy Computing has a custom picklist field for “Team” on the Opportunity object. They would like the same picklist field and picklist values to appear on Account, Contact and various custom objects as well. What feature of Salesforce could support this?

Global Picklist Value Set A global value set can be used to share and restrict values across objects and custom picklist fields. Any custom picklist using the global value set will be restricted to values listed in the global value set by default.

When does the new user email expires?

7 Days 1 Day 180 Days - Under the Session Settings

Explain an Account Hierarchy Relationship?

A lookup field relationship thats on the same object. When a larger company owns a bunch of smaller companies. EX: Walmart and Sam's Club

What can you do with Record Types?

Differentiate processes Differentiate access via profiles Differentiate layouts

Where would an Adminstrator go to see where a profile and record type's page layout is assigned ?

Page layout asssignment

When do lead assignment rules trigger?

When a Lead is created

What does Global picklist allow?

Global value sets allow you to use one list across multiple picklist

Which Field Types can be the "Controlling" field in a Field Dependency?

Picklist and checkbox

As a Salesforce Admin, when can you use a roll-up summary field?

I can use on the master object, when there is a master-detail relationship.

Practice Flashcards

Salesforce (61 cards)