The administrator at DreamHouse Realty wants to give users the ability to update the “Status” field on Cases directly from the Case list view. Which feature should the administrator configure?
A. Inline Editing
B. Quick Actions
C. Global Actions
D. Mass Update
A. Inline Editing
Setup > User Interface > Check “Enable Inline Editing” box.
Go to the Case List Views > Select “All Cases”.
Click the “Status” field in a record, edit, and save the value.
Northern Trail Outfitters wants to display a message on the Home page for all users that says “System maintenance this weekend.” Which feature should the administrator use?
A. Chatter Post
B. Rich Text Component on Lightning Page
C. Validation Rule
D. Dashboard
B. Rich Text Component
Setup > App Builder > Select “Home Page” to edit
Drag the “Rich Text” component onto the page.
Enter the message: “System maintenance this weekend.”
Save and activate the page.
Ursa Major Solar is evaluating Salesforce for its service team and would like to know what objects are available out of the box.
Which three of the standard objects are available to an administrator considering a support use case? (Choose 3 answers)
A. Contract
B. Case
C. Ticket
D. Request
E. Account
A. Contract
B. Case
E. Account
Why the others are wrong:
C. Ticket: Not a standard Salesforce object; you would need to create this object, so it will be considered a “custom” object
D. Request: Also not a standard, out-of-the-box Salesforce object.
(Custom Objects and Fields will always have an API name ending in __c”)
Ursa Major Solar wants to automatically notify a manager about any cases awaiting a response from an agent for more than 2 hours after case creation. Which feature should an administrator use to fulfill this requirement?
A. Assignment Rule
B. Case Escalation Rule
C. Omni-Channel Supervisor
D. Formula Field
B. Case Escalation Rule
Setup > Case Escalation Rules > Click New to create a new escalation rule.
Give the rule a name (“Escalate Unanswered Cases”) > Under “Criteria”, set Case Age to > 2 hours.
Set the Escalation Actions to notify the manager via email.
Activate the rule.
Which two actions should an administrator perform with Case escalation rules? (Choose 2 answers)
A. Re-open the Case
B. Send email notifications
C. Change the Case Priority
D. Re-assign the Case
B. Send email notifications
D. Re-assign the Case
Why the others are wrong:
A. Re-open the Case: Escalation rules don’t re-open closed cases.
C. Change the Case Priority: Priority isn’t directly changed by escalation rules.
Ursa Major Solar has its business hours set from 9:00 AM to 5:00 PM for the reps that are on Pacific time. The reps on Eastern time need business hours set to start 3 hours earlier to cover support. How should an administrator solve for this issue?
A. Set temporary business hours for each time zone.
B. Adjust the current business hours to accommodate the Eastern time zone.
C. Create one set of business hours per time zone.
D. Allow the reps to set business hours manually.
C. Create one set of business hours per time zone.
Setup > Business Hours.
Create 2 sets of business hours for Pacific Time (9:00 AM - 5:00 PM) and again for Eastern Time (6:00 AM - 2:00 PM).
Note: Use the business hours for Case Escalation Rules, “Login Hours” on profile impacts user logins.
A Salesforce admin at Ursa Major Solar needs to ensure that high-priority cases are handled before low-priority cases. Which feature should the admin use?
A. Entitlements
B. Case Teams
C. Case Queues
D. Case Assignment Rules
C. Case Queues
Setup > Queues > Create a new Case Queue for high-priority cases.
Set the criteria to assign high-priority cases to this queue.
Assign users to the queue who will handle the high-priority cases first.
Universal Containers has a picklist field on the Case object called “Priority” with values High, Medium, and Low. How can an administrator ensure that High-priority cases are escalated to a queue automatically?
A. Workflow Rule
B. Assignment Rule
C. Validation Rule
D. Escalation Rule
B. Assignment Rule
Setup > Assignment Rules > Create a new Case Assignment Rule.
Set the rule criteria: Priority equals High > Assign the rule to a Queue > Activate the rule.
Universal Containers wants to show a field on the Opportunity record that calculates the number of days since the Opportunity was created. Which field type should the administrator use?
A. Number
B. Roll-Up Summary
C. Formula
D. Date
C. Formula
Setup > Object Manager > Opportunity > Fields & Relationships > Formula field (Set the return type to “Number”).
Use this formula to calculate the days:
TODAY() - CreatedDate
Add the formula field to the Opportunity page layout.
Assign Field Level Security (FLS) per profile.
Cloud Kicks wants to display the total number of open Opportunities on each Account record. Which feature should the administrator use?
A. Roll-Up Summary Field
B. Workflow Field Update
C. Formula Field
D. Custom Report Type
Setup > Object Manager > Account > Fields & Relationships > Create a new Roll-Up Summary field.
Choose “Opportunity” as the related object > Set the roll-up type to COUNT > Set the filter criteria to show only “Open” Opportunities.
Add the field to the Account page layout.
Assign Field Level Security (FLS) per profile.
