admin Flashcards
The VP of sales at CK is receiving an error message that prevents him from saving an opportunity. The admin attempted the same edit without receiving an error. How to tackle this issue?
Log in as the user
A team of support users at CK is helping inside sales reps make follow-up calls to prospects who filled out an “interest form” online. The team currently does not have access to the Lead object. How should an admin provide proper access?
Configure Permission sets
Which tool should an admin use to review recent configuration changes made in their org?
Setup Audit Log
Which item is available in a Lightning App where visibility is limited to the Salesforce mobile app?
Utility Bar
The admin at CK created a new field for tracking returns on their new cloud shoe. A user has submitted a case to the admin indicating that the new field is unavailable. Which two steps should an admin do to troubleshoot this issue? Choose 2 answers
Review the Field-level Security of the field for the user profile
Ensure that the page layout for the users profile has been updated
An admin at CK wants to deactivate a user who has left the company. What can prevent a user from being deactivated? Choose 2 answers
The user is the recipient of a workflow Email alert.
The user is in a custom Hierarchy field.
An admin at DH Realty needs to create customized pages for the Salesforce mobile app. Which two types of pages could an admin build and customize using the Lightning App builder? Choose 2 answers
App page
Record page
UC has two sales teams, sales team A and sales team B. Each team has its own role in the role hierarchy. Both roles are subordinates of the same Manager role. How should the admin share records owned by sales team A with sales team B?
Owner-based sharing
CK wants its reports to show a Fiscal Year that starts on February 1 and has 12 months. How should the admin address this requirement?
Set the Fiscal Year to Standard and set the starting month as Febuary
The admin at AW Computing wants Account details, related lists, and Chatter feeds to each appear on separate tabs when viewing an Account. Which type of page should the admin create?
Lightning page tab
CK has a new admin who is asked to put together a memo detailing Salesforce usage to budget for upcoming license purchases.
Where should the admin go to find out what type of licenses CK has purchased and how many of them are available？
User licenses related list in company information
Which three aspects of standard fields should an admin customize? Choose 3 answers
Field history tracking
Help text
Picklist values
Sales users at CK are requesting that the data in the Industry field on the Account object displays on the Opportunity page layout. Which type of field should an admin create to accomplish this?
Cross-object formula field
CK has a custom object named Shoe. The admin has been asked to ensure that a relationship is created between Account and Shoe to prevent orphaned shoe records. What should the admin do to complete this requirement?
Create a master-detail lookup
Users at CK want to see information more useful for their role on the Case page. How should an admin make the pages more dynamic and easier to use?
Add component visibility filters to the components.
An admin creates a custom text area field on the Account object and adds it to the service team’s page layout. The service team manager loves the addition of this field and wants it to appear in the highlights panel so that the service reps can quickly find it on the Account page.
How should the admin accomplish this？
From the page layout editor, drag the field to the highlights panel.
Cloud Kicks wants to track shoe designs by product. Shoe designs should be unable to be deleted, and there can be multiple designs for one product across various stages.
Which two steps should the admin configure to meet this requirement? Choose 2 answers
Create a custom object for shoe designs
Configure a custom lookup field for shoe designs on the Product object.
The admin at UMS has created a new record type for customer warranty Cases. Which two assignments should the admin use to display the new record type to users? Choose 2 answers
Page Layout Assignment
Profile Assignments
UC requires a different Lightning page to be displayed when Accounts are viewed in the Sales Console and in the Service Console. How should an administrator meet this requirement?
Assign Lightning pages as app default.
The client services and customer support teams share the same profile but have different permission sets. The custom object Retention related list needs to be restricted to the client services team on the Lightning record page layout.
What should the administrator use to fulfill this request?
Component Visibility
Sales reps at CK want to be notified when they have a high likelihood of winning an opportunity over $1,000,000. Which feature meets this requirement?
Big Deal Alerts
Sales reps miss key fields when filling out an opportunity record through the sales process. Reps need to move forward in stages but are unable to enter a previous stage. Which three options should the admin use to address this need? Choose 3 answers
Use validation rules
Use Flow to mark fields required
Configure Opportunity Path
A new sales rep at UMS has a qualified lead that is ready for conversion. When using the Lead conversion process which two records can be created? Choose 2 answers
Contact
Account
UMS wants to know which of its marketing efforts are helping the team win opportunities. What should an admin configure to provide these insights?
Campaign Influence
DH Realty just announced its new Home Concierge offering. This product is unlike anything the company has offered in the past and follows a different business model.
What should the admin configure to meet this requirement？
Create a new sales process.
The marketing team at UMS wants to send a personalized email whenever a lead fills out the Web-to-Lead form on their website. They want to send different messages based on the Lead Industry field value.
What should an admin configure to meet this requirement?
Configure an Auto-Response Rule to email the lead.
UMS uses two different page layouts for Account records. One page layout reflects the fields related to customer accounts and another page layout includes fields for partner accounts. The admin has assigned the customer account page layout to sales and support users and the partner account layout to the partner management team.
What should the admin configure to differentiate customer and partner accounts?
Create one record type for customer accounts and one record type for partner accounts
Cloud Kicks wants to give credit to Opportunity team members based on the level of effort contributed by each person toward each deal. What feature should the admin use to meet this requirement?
Splits
NTO wants to calculate how much revenue has been generated for each of its marketing campaigns.
How should an administrator deliver this information?
Design a standard Campaign report and add the Value Won Opportunities in Campaign field.
NTO wants to track ROI for contacts that are key stakeholders for opportunities. The VP of sales requested that this information be accessible on the opportunity and available for reporting.
Which two options should the administrator configure to meet these requirements? Choose 2 answers
Add the Opportunity Contact Role related list to the Opportunity page layout
Customize Opportunity Contact Role.
The admin at UMS needs to make sure that unassigned cases from VIP customers get transferred to the appropriate service representative within 5 hours and VIP customers have access to the support 24 hours a day. How should this be configured?
Escalation Rules
UC customers have provided feedback that their support cases are not being responded to quickly enough. UC wants to send all unassigned Cases that have been open for more than 2 hours to an urgent Case queue and alert the support manager.
Which feature should an admin configure to meet this requirement?
Case Escalation Rules
CK wants to have consistency when communicating with customers on cases. The company has requested messages to be sent in an email channel with categories to help search for the proper message.
Which solution should an admin suggest to meet this requirement?
Prebuilt Quick Texts
The support manager at CK wants to respond to customers as quickly as possible. They have requested that the response include the top five troubleshooting tips that could help solve the customer’s issue.
What should the admin suggest to meet these requirements?
Knowledge Articles
NTO wants emails received from customers to generate cases automatically. How should the admin ensure that the emails are sent to the correct queue？
Configure Email to Case so emails are delivered to the correct queue.
UC has a queue that is used for managing tasks that need to be worked on by the customer support team. The same team will now be working on some of UC’s Cases.
Which two options should the admin use to help the support team? Choose 2 answers
Use Assignment rules to set the queue as the owner of the case.
Add Cases to the existing queue as available objects.
CK wants to allow customers to create their own cases while visiting its public homepage. What should the administrator recommend?
Web-to-Case
Which two actions should an administrator perform with Case escalation rules? Choose 2 answers
Re-assign the Case.
Send email notifications.
An admin is on a tight deadline to create dashboards for the sales and marketing teams at AW Computing. What should the admin do to meet the deadline without increasing the budget?
Check the AppExchange for a prebuilt solution that can be easily customized.
Users at CK want to be able to create a task that will repeat every two weeks. What should an admin do to meet this requirement?
Enable Creation of Recurring Tasks
CK wants to try out an app from AppExchange to ensure that the app meets its needs. Which two options should the admin suggest? Choose 2 answers
Install in a sandbox
Check edition compatibility
UMS offers amazing experiences for all of its employees. The employee engagement committee wants to post updates while restricting other employees from posting. What should the admin create to meet this request？
Chatter Broadcast Group
CK has a customer success agent going on leave and needs to change ownership on multiple cases. Which two users are able to fulfill this request? Choose 2 answers
A user with the Manage Cases permission
A user with the System admin profile
NTO wants to know the average stage duration for all closed opportunities. How should an admin support this request?
Run the Opportunity Stage Duration report
UMS has a path on Case. The company wants to require its users to follow the status values as they are on the path. Agents should be prohibited from reverting the Case back to its previous status.
Which feature should an admin use to fulfill this request?
Validation Rules
An admin at CK needs to export a file of closed-won opportunities from the last 90 days. The file should include the Opportunity Name, ID, Close Date, and Amount. How should the admin export this file?
Data Loader
NTO has the Case object set to private. The support manager raised a concern that reps have a broader view of data than expected and can see all cases on their group’s dashboards.
What could be causing reps to have inappropriate access to data on dashboards?
Dynamic Dashboards
Users at DH Realty are only allowed to see opportunities they own. Leadership wants an enterprise-wide dashboard of all open opportunities in the pipeline So that users can see how the company is performing at any point in time.
How should an admin create the dashboard without changing any sharing settings?
Create a dashboard with the running user set as someone who can see all opportunities.
The marketing director at NTO has requested that the Budget field be populated in order for the Lead Status field to be marked as qualified. What tool should the admin use to fulfill this request?
Validation Rule
An admin has been asked to change the data type of an auto number to a text field. What should the admin be aware of before changing the field?
The existing field values will remain unchanged
AW Computing needs to capture a loss reason in a rich text field when an opportunity is closed lost. How should an admin configure this requirement?
Create a validation rule to display an error if the stage is closed lost and Loss Reason is blank.
The admin at CK updated the custom object Event to include a lookup field to the primary contact for the event. When running an Event report, they want to reference fields from the associated contact record.
What should the admin do to pull contact fields into the custom report?
Edit custom Event report type and add fields related via lookup.
CK has created a screen flow for their sales team to use when they add new Leads. The screen flow collects name, email, and shoe preference.
Which two things should the admin do to display the screen flow? Choose 2 answers
Use a flow element and add the screen flow to the record page.
Add the flow in the utility bar of the console.
CK has asked the admin to test a new screen flow that creates contacts. What are the two key components of testing the flow? Choose 2 answers
Test the flow in a sandbox
Use debug to test the flow in Flow Builder
An admin at UMS needs to send information to an external accounting system whenever an opportunity closes. What workflow action should the admin use to accomplish this?
Outbound Message
The business development team at CK thinks the Account creation process has too many fields to fill out and the page feels cluttered. They have requested the admin to simplify the process.
Which automation tool should an admin use?
Flow Builder
The admin at AW Computing wants to send off client welcome tasks and a welcome email to the primary contact automatically when an opportunity is closed won.
What automation tool best accomplishes this?
Process Builder
UC would like to count the number of open cases associated with each Account and update the Account with this value every Friday evening. UC has several hundred open cases at any given time. What should the admin use to complete this request?
Use a scheduled Flow
An admin needs to store the ID of a record type for later use in a flow. Which kind of variable should the admin use?
Text variable
DH Realty wants to offer a form on its Experience Cloud site where inspectors will submit findings from a property inspection. Which feature should an admin place on the page to fulfill this requirement?
Screen Flow
An admin wants to trigger a follow-up task for the opportunity owner when they close an opportunity as won, and another task after 60 days to check in with the customer.
Which two automation tools should the admin use? Choose 2 answers
Process Builder
Workflow Rule
CK users are seeing error messages when they use one of their screen flows. The error messages are confusing but could be resolved if the users entered more information on the account before starting the flow. How should the admin address this issue?
Use a fault connector and display a screen with text explaining what went wrong and how to correct it.
DH Realty has an approval process. A manager attempts to approve the record but receives an error. What should the admin do to troubleshoot this request？
Check if the user in the next approver is inactive or missing
When a Cloud Kicks opportunity closes, the company would like to automatically create a renewal opportunity. Which two automation tools should an admin use to accomplish this request? Choose 2 answers
Flow Builder
Process Builder
The sales manager at Cloud Kicks approves time off for their employees. They asked the admin to ensure these requests are seen and responded to by a backup manager while the sales manager is out on vacation.
What should the admin use to fulfill the requirement?
Delegated Approver
Universal Containers wants to increase the security of their org by requiring stricter user passwords. Which two of the following should an admin configure. Choose 2 answers.
Minimum password length
Password complexity requirement
The admin at Ursa Major Solar has been asked to change the Work Item and Project custom object relationship from a master-detail to a lookup. Which scenario could prevent the admin from fulfilling this requirement?
Roll-up summary fields exist on the master object.
Cloud Kicks has the organization-wide defaults for Opportunity set to private. Which two features should the admin use to open up access to opportunity records for sales users working on collaborative deals? Choose 2 answers
Sharing set
Sharing rules
An admin at Universal Containers is reviewing current security settings in the company’s Salesforce org. What should the admin do to prevent unauthorized access to Salesforce?
Enable multi-factor authentication
When users log in to Salesforce via the user interface, which two settings does the system check for authentication? Choose 2 answers
The user’s two-factor authentication for User Interface Logins permission
The user’s profile login hours restrictions
An Administrator has assigned a permission set group with the two-factor authentication for User Interface Logins permission and two-factor authentication for API Logins permission to a group of users.
Which two prompts will happen when one of the users attempts to log in to Data Loader? Choose 2 answers
Users need to download and install an authenticator app on their mobile device.
Users need to connect an authenticator app to their Salesforce account.
An administrator has reviewed an upcoming critical update. How should the administrator proceed with the activation of the critical update?
Activate the critical update in a sandbox.
An administrator gets a rush request from HR to remove a user’s access to Salesforce immediately. The user is part of a hierarchy field called Direct Manager.
What should the administrator do to fulfill the request?
Freeze the user to prevent them from logging in while removing them from being referenced in the Direct Manager field.
An administrator at UC has been asked to prevent users from accessing Salesforce from outside of their network. What are two considerations for this configuration? Choose 2 answers
Enforce that Login IP Ranges on Every Request
IP address restrictions are set on the profile or globally for the org.
An administrator installed a managed package that contains a permission set group. The permission set group that was installed includes Delete access on several objects, and the administrator needs to prevent users in the permission set group from being able to delete records.
What should the administrator do to control Delete access?
Use muting permission set with a permission set group to mute selected permissions.
A user at CK is having issues logging into Salesforce. The user asks the admin to reset their password. Which two options should the administrator consider when resetting the user’s password? Choose 2 answers
After resetting a password, the user may be required to activate their device to successfully log in to Salesforce.
Resetting a locked-out user’s password automatically unlocks the user’s account.
UC has enabled Data Protection and Privacy for its org. Which objects’ page layouts will have the individual field available for tracking data privacy information?
Contact, Lead, and Person Account
What are the three characteristics of a master-detail relationship? Choose 3 answers
The master object can be a standard or custom object.
Roll-up summaries are supported in master-detail relationships.
The owner field on the detail records is the owner of the master record.
What are the considerations an administrator should keep in mind when working with Salesforce objects? Choose 2 answers
Standard objects are included with Salesforce.
Custom and standard objects have standard fields.
Users at CK are reporting different options when updating a custom picklist on the Opportunity object based on the kind of opportunity. Where should an administrator update the option in the picklist?
Record type
CK is working on a better way to track its product shipments utilizing Salesforce. Which field type should an administrator use to capture coordinates?
Geolocation
Sales and Customer Care at UMS need to see different fields on the Case related list from the Account record. Sales users want to see Case created date and status while Customer Care would like to see the owner, status and contact. What should the administrator use to achieve this?
Page layout editor
Which two capabilities are considerations when making a field as required in Object Manager? Choose 2 answers
The field is added to every page layout on that object.
The field is universally required to save a record on that object.
DHR needs to use consistent picklist values in the Category field on Accounts and Cases, with values respective to record types.
Which two features should an administrator use to fulfill this requirement? Choose 2 answers
Custom Picklist
Global Picklist
NTO uses a custom object invoice to collect customer payment information from an external billing system. The Billing System field needs to be filled in on every Invoice record. How should an administrator ensure this requirement?
Make the field universally required
CK has a custom object called Shipments. The company wants to see all the shipment items on an Account page. When an Account is deleted, the shipments should remain.
What type of relationship should an administrator make between Shipments and Accounts?
Shipments should have a lookup relationship to the Account
UC wants to prevent its service team from accessing deal records. While service users are unable to access deal list views, they are able to find deal records via searching.
What should an administrator check to fully restrict access?
Permissions and tab visibility
The administrator at CK has a custom picklist field on Lead, which is missing on the Contact when leads are converted. Which should the administrator do to make sure these values are populated? Choose two answers
Create a custom picklist field on Contact.
Map the picklist field on the Lead to the Contact.
AWC occasionally works with independent contractors who the company stores as Contacts in Salesforce. Contractors often change agencies, and AWC wants to maintain the historical accuracy of the record.
What should AWC use to track Contacts?
Enable Contacts to multiple Accounts.
Sales reps at NTO have asked for a way to change the Probability field value of their Opportunities. What should an administrator suggest to meet this request?
Make the field editable on page layouts.
NTO has two different sales processes: one for business opportunities with four stages and one for partner opportunities with eight stages. Both processes vary in page layouts and picklist value options.
What should an administrator configure to meet these requirements?
Separate record types and sales processes for the different types of opportunities
The sales director at CK wants to be able to predict upcoming revenue in the next several fiscal quarters so they can set goals and benchmark how reps are performing.
Which two features should the administrator configure? Choose 2 answers
Sales Quotas
Forecasting
AW Computing has six sales teams in a region. These teams always consist of the same account manager, engineer, and assistant. What should the administrator configure to make it easier for teams to collaborate with the same customer?
Enable account teams and show the users how to set up a default account team.
The marketing team wants a new picklist value added to the Campaign Member Status field for the upsell promotional campaign. Which two solutions should the administrator use to modify the picklist field values? Choose 2 answers
Edit the picklist values for the Campaign Status in Object Manager.
Add the Campaign Member Statuses related list to the Page Layout.
An administrator at UC needs a simple way to trigger an alert to the director of sales when opportunities reach the amount of $500,000. What should the administrator configure to meet this requirement?
Set up Big Deal Alerts for the amount
NTO is using one profile for all of its marketing users, providing read-only access to the Campaign object. A few marketing users now require comprehensive edit access on Campaigns. How should an administrator fulfill this request?
Permission sets
UMS uses Opportunity to track sales of solar energy products. The company has two separate sales teams that focus on different energy markets. The services team also wants to use Opportunity to track installation. All three teams will need to use different fields and stages.
How should the administrator configure this requirement?
Create three sales process. Create three record types and three page layouts.
UC is trying to improve the user experience when searching for the right status on a case. The company currently has one support process that is used for all record types on cases. The support process has 10 status values. Service reps say they seldom need more than five status values.
How should the administrator Improve on the current Implementation?
Review which status choices are needed for each record type and create support processes that are necessary.
CK is evaluating Salesforce for its service team and would like to know what objects are available. What standard objects are available to an administrator considering a support use case? Choose 3 answers
Account
Case
Contract
The service manager at UMS wants to let customers know that they have received their cases via email and their website. Medium-priority and high-priority cases should receive different email notifications than low-priority cases. The administrator has created three email templates for this purpose.
How should an administrator configure this requirement?
Create one auto response rule.
Configure three rule entry criteria and set a filter for case priority.
Select the appropriate email template for each rule entry.
DHR regularly processes customer requests for warranty work and would like to offer customers a self-service option to generate cases. Which two solutions should an administrator use to meet this request? Choose 2 answers
Email to case
Web to case
The administrator at DreamHouse Realty added an email quick action to the Case page layout and is unable to see the action on the case feed. Which feature must be enabled to ensure the quick action will be displayed as expected?
Email to case
UMS 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. How should an administrator solve this issue?
Create one set of business hours per time zone.
UMS 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?
Case Escalation Rule
An administrator at CK is building a flow that needs to search for records that meet certain conditions and store values from those records in variables for use later in the flow. What flow element should the administrator add?
Get Records
NTO has a custom quick action on Account that creates a new Case. How should an administrator make the quick action available on the Salesforce mobile app?
Add the Salesforce Mobile and Lightning Experience action to the page layout.
At UC, users would like to be able to share Salesforce records with other members of their team, while collaborating around general topics as well. Which are two considerations for enabling this functionality? Choose 2 answers
Object layouts should be configured to include the groups related list
The Add Record action must be configured in the group publisher.
Which two solutions could an administrator find on the AppExchange to enhance their organization? Choose 2 answers
Consultants
Components
What should an admin use as an identifier when importing and updating records from a separate financial system?
External ID
A sales rep has a list of 300 accounts with contacts that they want to load at one time. Which tool should the administrator utilize to import the records to Salesforce?
Data Import Wizard
Executives at CK have reported that their dashboards are showing inaccurate data. The administrator has discovered that users have been changing the source reports.
Which two actions should the administrator take to preserve the integrity of the source reports? Choose 2 answers
Create a new report folder with viewer access.
Move the dashboard reports to the view-only folder.
The VP of sales at UC wants to prevent members of the sales team from changing an opportunity to a date in the past. What should an administrator configure to meet this requirement?
Validation Rule
Users have noticed that when they click on a report in a dashboard to view the report details, the values in the report are different from the values displayed on the dashboard.
What are the two reasons this is likely to occur? Choose 2 answers
The running dashboard user and viewer have different permissions.
The dashboard needs to be refreshed.
The VP of sales at DHR has requested a dashboard to visualize enterprise sales across the different teams. The key piece of data is the total of all sales for the year and the progress to the enterprise sales goal.
What dashboard component will effectively show this number and the proximity to the total goal as a single value?
Gauge
CK wants a report to categorize accounts into small, medium, and large sizes according to the dollar value found in the Contract Value field. What feature should an administrator use to meet this request?
Bucket Column
CK wants users to be able to set the Opportunity stage to closed-won only when the Lead source is selected. How should the administrator accomplish this goal?
Configure the validation rule requiring Lead source when the stage is set to closed-won.
NTO has a new flow that automatically sets field values when a new account is created. The flow is launched by a process, but the flow is not working properly. What should the admin do to identify the problem?
Use the native debug feature in the Flow Builder.
The sales manager at CK wants to set up a business process where opportunity discounts over 30% need to be approved by the VP of sales. Any discounts above 10% need to be approved by the user’s manager. The administrator has been tasked with creating an approval process.
Which are two considerations the administrator needs to review before setting up this approval process? Choose 2 answers
Create a custom Discount field on the Opportunity to capture the discount amount.
Configure two separate approval processes.
The administrator at CK has created an approval process for time off requests. Which two automated actions are available to be added as part of the approval process? Choose 2 answers
Email Alert
Field Update
An administrator has been asked to update a flow that was created as part of a recent update. When the administrator opens the flow for editing, the Flow Builder toolbox offers only four elements: Assignment, Decision, Get Records, and Loop. What would cause this?
The flow is a before-save flow.
NTO has requested that when the Referral Date field is updated on the custom object Referral Source, the parent object Referral also needs to be updated.
Which automation solution should an administrator use to meet this request?
Process Builder
CK is partnering with a used shoe store and a second-hand bicycle emporium. CK has an automated business process, it wants to run once a week to count the number of open cases related to an account. How should the administrator recommend automating this business process?
Configure a scheduled flow in the Flow Builder.
An administrator at CK has a flow in production that is supposed to create new records. However, no new records are being created. What could be the issue?
The flow is inactive.
An administrator wants to create a form in Salesforce for users to fill out when they lose a client. Which automation tool supports creating a wizard to accomplish this goal?
Flow Builder
When a sales rep clicks a button on an opportunity, a simple discount calculator screen should be launched. Which automation tool should an administrator use to build this discount calculator screen?
Flow Builder
UC requires that when an opportunity is closed won, all other open opportunities on the same account must be marked as closed lost. Which automation solution should an administrator use to implement this request?
Flow Builder
NTO wants to initiate expense reports from Salesforce to the external HR system. This process needs to be reviewed by managers and directors. Which two tools should an administrator configure? Choose 2 answers
Approval Process
Outbound Message
The administrator for CK has created a screen flow to help service reps ask the same set of questions when customers call in with issues. This screen should be visible from cases. How should the screen flow be distributed?
Lightning Page
An administrator created a record trigger flow to update contacts. How should the administrator reference the values of the active record the flow is running on?
Use the $Record global variable.
What permissions are set in a user profile? Choose 3 answers
Run reports
Mass email
Object permissions
Ursa Major Solar uses Validation Rule Fields.
What are two of these fields?
Owner
Active Date
Where does an administrator control field-level security for users?
Profile
An administrator at Ursa Major Solar (UMS) has created a new Lightning record page for the sales team to display a report chart embedded on the account page. No record types currently exist for an account.
Which action should the administrator perform to make this page the default view of the UMS app for the sales team without impacting the support team?
Make the page the default object record page for the UMS app for the sales profile.
Universal Containers wants to allow potential customers to submit Cases for technical inquiries. They do not have resources to set up a call center and need to make support available through another means.
Which two options should they consider?
Choose 2 options.
Adding a link to a specified routing address for Email-to-Case.
Generate Web-to-Case HTML code to add to the website.
What are two Initial Submission Actions in an Approval Process?
Choose 2 options.
The value of a field on the record can be updated.
An outbound message can be sent to another application.
Cloud Kicks (CK) has a service console that is used by agents who take calls from customers and stores with questions about products.
The CK case process is complex and agents often make mistakes. To help the administrator has created a screen flow that guides agents through the process.
How should the administrator deploy the screen flow?
Launch the flow from the utility bar in console.
An administrator at Ursa Major Solar (UMS) needs to create a new user.
When creating a username, which two considerations need to be taken in to account?
Choose 2 options.
Username needs to be in the format of an Email Address.
Username must be unique across all Salesforce orgs.
Ursa Major is onboarding 15 new employees in three weeks. The administrator needs to create user records in Salesforce without activating them.
Which two methods allow the administrator to achieve this goal?
Choose 2 options.
Create a .csv file ensuring that IsActive = False, and use the data loader to insert.
Click Add Multiple Users and ensure that Generate New Password and Notify User Immediately are unchecked.
Universal Containers has inconsistent data in its 20,000 existing Accounts and asked the System Administrator to convert all of the standard country fields to ISO codes.
What method should the System Administrator use?
Mass Update Addresses
Universal Containers utilizes a private sharing model for Accounts, Contacts, and Opportunities. When account owners are on vacation, a back-up sales rep needs access to all Accounts with the rating of Hot.
How should the System Administrator give the back-up sales rep access to Hot Accounts?
Instruct the Hot Account owner to manually share the Accounts with the back-up rep before leaving on vacation.
Which two related lists should be added to the Opportunity page layout to track how Campaigns contribute to the overall pipeline?
Choose 2 options.
Campaign Influence
Contact Roles
Ursa Major Solar needs to fulfill the following requirements:
A custom object must be created to capture account survey data. Users need the ability to select an account from the survey record and view related surveys on the account record.
Which two actions can an administrator configure to meet these requirements?
Choose 2 options.
Create a lookup relationship field on the survey object.
Put the survey related list on the account page layout.
What are two reasons a user cannot be deactivated?
Choose 2 options.
The User is a Customer Community Administrator
The user is the recipient of Workflow Email Alerts.
Ursa Major Solar (UMS) is configuring the lead conversion process.
Which two factors should UMS consider before setting up the process?
Choose 2 options.
Standard lead fields are automatically converted to account, contact, and opportunity fields.
Custom lead fields can be mapped to account, contact, and opportunity fields.
After a recent restructure of its Sales Department, Ursa Major Solar is having issues with records being omitted in the new Opportunity Report.
Which three questions should the administrator ask to research this issue?
Choose 3 options.
Do owners of all records have Roles and correct Territory Assignments?
Do the records the sales managers expect to see match the field criteria?
Are records currently being shared with the sales manager?
Ursa Major Solar uses the following:
Private data access model for cases
Support agents, who own cases
Product specialists who occasionally need access to cases in their product line
What are two actions that will allow the appropriate access in this scenario?
Choose 2 options.
Administrators configure pre-defined case teams and assignment rules.
Case owners manually add product specialists to ad hoc case teams.
Universal Containers wants to create a field to store credit card numbers and needs to make sure the information is protected.
Which two actions allow the System Administrator to provide enhanced security for this field?
Choose 2 options.
Update Field- Level Security settings.
Create an Encrypted Text field.
Ursa Major Solar wants to ensure that unique data is always input into a specific field.
Which two field properties should the administrator configure?
Choose 2 options.
Unique
Required
A System Administrator creates a Workflow Rule that assigns a task to a support manager role when a case is escalated. The case owner iscomplaining about being assigned these tasks.
What should a System Administrator do to correct this issue?
Make sure there is only one user in the role.
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 Administrator implement?
Competitors and Similar Opportunities
Ursa Major Solar (USM) has a Web-to-Case form on its Lightning Customer Community. USM wants to separate Cases into the following product categories:
Residential
Lots/Land
Commercial
USM has added a picklist field to store this data.
How can the Case be automatically placed in the correct queue upon submission?
Create Assignment Rules based on the picklist values to move Cases to a Queue.
A new approval process is being adapted by Ursa Major Solar. After an opportunity has been approved, the contract is sent to the customer for signature as the final step in that process.
How can the administrator implement this functionality?
Install an app from the AppExchange
Ursa Major Solar wants all Sales Users to see a dashboard that displays Total Closed/Won Opportunity Amount by User on a monthly basis. The Opportunity sharing model is private.
What should the administrator do to fulfill this request?
Request for the Sales Manager to create the Dashboard from the Opportunities by User Report, select “View Dashboard as Me”, and save in the shared Dashboard Folder.
How should a Chatter user send a message to another Chatter user that cannot be viewed by anyone else?
Post a Private Message to the recipient.
Which two actions should an administrator perform to provide a sales team with an easy solution for gathering customer requirements and sharing presentations with their customers?
Choose 2 options.
Add customers to private Chatter groups.
Use Salesforce Files to post presentations in Chatter.
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?
Choose 2 options.
Closed Cases
Open Cases
Ursa Major Solar is experiencing quality assurance issues with a product line. An administrator needs to use a standard object to track the extent of the problem.
Which standard object should be used?
Case
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?
The user will be unable to log in at all.
Universal Containers created aTime-Based Workflow rule that sends a follow-up email to the customer two days after a Case is closed. The System Administrator wants to verify that the workflow functions correctly.
Which queue should the System Administrator view to monitor pending Workflow Actions?
Time-Based Workflow Queue.
Universal Containers is a global company and has many different regions around the world. Its Sales manager is asking for a dashboard which can display the data analysis for USA and UK respectively. How can this easily be achieved?
Use Dashboard filters
UMS is noticing a decrease in deals with a cross-sell opportunity type and wants to share all cross-sell opportunities with a team of subject matter experts in their organization. The company has different roles, and the organization-wide default for Opportunity is set to Private. How should the administrator accomplish this?
Add the subject matter experts to a public group and give them access to the records with a criteria-based sharing rule.
An administrator supporting a global team of Salesforce users has been asked to configure company settings. Which two options should the administrator configure? Choose 2 answers
Currency Locale
Default Language
A user at UC left the company. The administrator needs to create a new user for their replacement, but they have assigned all available user licenses. What should the administrator do to free up a user license for the new user?
Deactivate the former employee’s user record.
The administrator at UC wants to add branding to Salesforce. Which two considerations should the administrator keep in mind? Choose 2 answers
Chatter external users see the built-in Lightning blue theme only.
Only one theme can be active at a time, and a theme applies to the entire org.
NTO wants to use Contact Hierarchy in its org to display Contact association. What should the administrator take into consideration regarding the Contact Hierarchy?
Contacts displayed in the Contact Hierarchy are limited to record-level access by the user.
The administrator for AW Computing is working with a user who is having trouble logging in to Salesforce. What should the administrator do to identify why the user is unable to log in?
Review the login history.
An administrator at NTO is unable to add a new user in Salesforce. What could cause this issue?
The username is already in use.
CK has the organization-wide sharing default set to private on the Shoe object. The sales manager should be able to view a report containing shoe records for all of the sales reps on their team.
Which three items should the administrator configure to provide appropriate access to the report? Choose 3 answers
Folder access
Role Hierarchy
Field-level Security
The administrator for CK needs to give access to a new custom object with custom fields to more than one User. Which two options should an administrator use to meet this requirement? Choose 2 answers
Assign permission set groups to Users
Create a permission set
An analytics user at CK needs Read, Create, and Edit access for objects and should be restricted from deleting any records. What should the administrator do to meet this requirement?
Create and assign a custom profile with Delete access removed for each object.
Which tool should an administrator use to identify and fix potential session vulnerabilities?
Security Health Check
The Human Resources department at NTO wants employees to provide feedback about their managers using a custom object in Salesforce. It is important that managers are unable to see the feedback records from their staff.
How should an administrator configure the custom object to meet this requirement?
Uncheck Grant Access Using Hierarchies.
The administrator at CK deleted a custom field but realized there is a business unit that still uses the field. What should an administrator take into consideration when undeleting the field?
The field can be restored from the recycle bin.
UC’s administrator has been asked to create a many-to-many relationship between two existing custom objects. Which two steps should the administrator take when enabling the many-to-many relationship? Choose 2 answers
Create two master-detail relationships on the new object.
Create a junction with a custom object.
NTO has hired interns to enter Leads into Salesforce and has requested a way to identify these new records from existing Leads. What approach should an administrator take to meet this requirement?
Define a record type and assign it to the interns.
The DR team has a master-detail relationship set up with Open House as the parent object and Visitors as the child object. What type of field should the administrator add to the Open House object to track the number of Visitors?
Roll-up summary
AW Computing would like to improve its Case Lightning record page by including:
- A filtered component to display a message in the bold font when a Case is saved as a critical record type.
- A quick way to update the Account status from the Case layout.
Which two components should an administrator use to satisfy these requests? Choose 2 answers
Related Record
Rich Text
The administrator at CK has been asked to change the company’s Shoe Style field to prevent users from selecting more than one style on a record. Which two steps should an administrator do to accomplish this? Choose 2 answers
Back up the Shoe Style values in existing records.
Change the field type from a multi-select picklist field to a picklist field.
UC has a Contact Lightning record page with a component that shows Linkedin data. The sales team would like to only show this component to sales users when they are on their mobile phones. Which two solutions should the administrator use to fulfill this requirement? Choose 2 answers
Filter the component visibility with User > Profile > Name = Sales User
Filter the component visibility with Form Factor = Phone.
An administrator needs to create a one-to-many relationship between two objects with limited access to child records. What type of field should the administrator use?
Master-detail field
Sales users at UC are reporting that it is taking a long time to edit opportunity records. Normally, the only field they are editing is the Stage field. Which two options should the administrator recommend to help simplify the process? Choose 2 answers
Add a path for the stage to the opportunity record page.
Use Kanban list view for Opportunities.
CK needs to be able to show different picklist values for sales and marketing users. Which two options will meet this requirement? Choose 2 answers
Two page layouts, one record type, two picklists.
One page, two record types, one picklist.
The events manager at DHR has a hot lead from a successful open house that needs to become a Contact with an associated Opportunity. How should this be accomplished from the Campaign keeping the associated Campaign Member history?
Convert the lead from the Campaign Member Detail page.
CK’s executives have noticed the Opportunity Expected Revenues field displays incorrect values. How should the administrator correct this?
Change the probability associated with the stage
Users at UC would like to visually see the sales stages on an Opportunity page. The administrator is configuring Path for Opportunities. Which is an important consideration for Path configuration?
Path can include guidance and key fields for each stage.
DR agents are double-booking open house event nights. The events manager wants an event submission process to help agents fill in event details and request dates. How should an administrator accomplish this request?
Create a campaign for agents to request event dates.
A sales rep at UMS has launched a series of networking events. They are hosting one event per month and want to be able to report on Campaign ROI by month and series. How should the administrator set up the Campaign to simplify reporting?
Configure Campaign Member Statuses to record which event Members attended.
Sales reps at UMS are having difficulty managing deals. The leadership team has asked the administrator to help sales reps prioritize and close more deals. What should the administrator configure to help with these issues?
Einstein Opportunity Scoring
The CK sales manager wants to boost productivity by providing insights for sales reps at the start of each day. Which three sales-specific standard Lightning components should an administrator add to the homepage to meet this requirement? Choose 3 answers
Activities
Assistant
Performance Chart
Sales managers would like to know what could be implemented to surface important values based on the stage of the opportunity. Which tool should an administrator use to meet this requirement?
Path Key Fields
Support agents at CK are spending too much time finding resources to solve customer cases. The agents need a more efficient way to find documentation and similar cases from the Case page layout. How should an administrator meet this requirement?
Configure Knowledge with articles and data categories.
CK needs to change the owner of a case when it has been open for more than 7 days. How should the administrator complete this requirement?
Escalation Rules
An administrator at DR wants an easier way to assign cases based on agent capacity and skill set. Which feature should the administrator enable to meet this requirement?
Omni-Channel
New leads need to be routed to the correct salesperson based on the lead address. How should the administrator configure this requirement?
Use lead assignment rules.
The administrator at CK needs to automatically route support cases, regardless of how they are created, to a queue based on case priority. What tool should the administrator use?
Assignment Rules
DHR wants a templated process with a mortgage calculator that generates leads for loans. DHR needs to complete the project within 30 days and has maxed out its budget for the year. Which AppExchange item should help the administrator meet the request?
Flow Solutions
The administrator at CK has been told that users are unable to add repeating tasks in Salesforce. Which two solutions should the administrator use to ensure users are able to do this? Choose 2 answers
Add Create Recurring Series of Tasks field on page layouts.
Enable Creation of Recurring Tasks in Activity Settings.
CK has a team of product owners that need a space to share feedback and ideas with just the product team. How should the administrator leverage Salesforce to help the team collaborate?
Create a Chatter Private Group.
Which three items are available in the mobile navigation menu? Choose 3 answers
Chatter
Lightning App Pages
Dashboards
CK has decided to delete a custom field. What will happen to the data in the field when it is deleted?
The data is restorable from the recycle bin.
A sales rep has left the company and an administrator has been asked to re-assign all their accounts and opportunities to a new sales rep and keep the teams as is. Which tool should an administrator use to accomplish this?
Mass Transfer Tool
The administrator at UMS has created a custom report type and built a report for the sales operations team. However, none of the users are able to access the report. Which two options could cause this issue? Choose 2 answers
The user’s profile is missing View access.
The report is saved in a private folder.
AW Computing wants to prevent users from updating the Account Annual Revenue field to be a negative value or an amount more than $100 billion. How should an administrator accomplish this request?
Create a validation rule that displays an error if Account Revenue is below 0 or greater than 100 billion.
CK intends to protect data with backups by using the data export service. Which two considerations should the administrator remember when scheduling the export? Choose 2 answers
Metadata backups must be run via a separate process.
Data backups are limited to weekly or monthly intervals.
Once an opportunity reaches the negotiation stage at CK, the Amount field becomes required for sales users. Sales managers need to be able to move opportunities into this stage without knowing the amount.
How should the administrator require this field during the negotiation stage for sales users but allow their managers to make changes?
Configure a validation rule to meet the criteria.
The administrator at UMS imported records into an object by mistake. Which two tools should be used to undo this import? Choose 2 answers
Data Loader
Mass Delete Records
The call center manager at UMS wants to provide agents with a case dashboard that can be drilled down by case origin, status, and owner. What should an administrator add to the dashboard to fulfill the request?
Dashboard Filter
The administrator at CK has been asked to replace two old workflow rules that are doing simple field updates when a lead is created to improve processing time. What tool should the administrator use to replace the workflow rules?
Before-Save Flow
What are three settings an administrator should configure to make it easy for approvers to respond to approval requests? Choose 3 answers
Enable the organizations email approval response setting.
Add the items to Approve component to the approver’s home page.
Update the organization’s Chatter settings to allow approvals.
The administrator at UC has a screen flow that helps users create new leads. When Lead Source is “Search Engine”, the administrator needs to require the user to choose a specific search engine from a picklist. If Lead Source is not “Search Engine”, this picklist should be hidden.
How should the administrator complete this requirement?
Create a picklist for Specific Search Engine, and set conditional visibility so that it is only shown when Lead Source is “Search Engine”.
At CK, sales reps use discounts on the opportunity record to help win sales on particular products. When an opportunity is won, they then have to manually apply the discount to the related opportunity products. The sales manager has asked if there is a way to automate this time-consuming task. What should the administrator use to deliver this requirement?
Flow Builder
An administrator at UC needs an automated way to delete records based on field values. What automated solution should the administrator use?
Flow Builder
The sales team at UMS has asked the administrator to automate an outbound message. What should the administrator utilize to satisfy the request?
Workflow Rule
CK has a screen flow with two questions on the same screen, but only one is necessary at a time. The administrator has been asked to show only the question that is needed. How should an administrator complete this?
Use conditional visibility to hide the unnecessary question.
CK wants to update a screen flow so that if the checkbox field High Value Customer is set to true, the first screen is skipped and the user is directed to the second screen. How should the administrator configure the decision element?
Use the equals operator and {!$GlobalConstant.True} as the value.
UMS wants to assist users with a guided expense report process to simplify submissions, routing, and authorizations. Which two tools should an administrator use to build this solution? Choose 2 answers
Approval Process
Flow Builder
NTO has asked an administrator to ensure that when contact with the title of CEO is created, the contact’s account record gets updated with the CEO’s name. Which feature should an administrator use to implement this request?
Process Builder
The administrator has been asked to automate a simple field update on the account. When a support agent changes the status of the account to ‘Audited’, they would like the system to automatically update the Audited Date field on the account with today’s date. Which tool should the administrator use to complete this automation?
Flow Builder
The administrator at CK is trying to debug a screen flow that creates contacts. One of the variables in the flow is missing on the debug screen. What could cause this issue?
The Available for Input checkbox was unchecked.
CK needs to ensure appropriate shipping details are used in Orders. Reps should have a streamlined solution to update the shipping addresses on selected Orders associated with an Account when the shipping address is changed on the Account. How should the administrator deliver this requirement?
An auto-launched flow on the Account page that updates all open Order shipping addresses whenever the Account shipping address changes.
Universal Container has made a decision to switch monthly sales performance reviews to quarterly sales reviews. Which feature of Collaborative Forecast allows a System Administrator to ensure that Salesforce Collaborative Forecasting matches the company’s quarterly sales performance review?
Configure Default Forecast Display
When importing data, what will happen if some records do NOT meet the data validation criteria?
Import process fails only for the records with invalid data.
Which two statements about products and price books are true? Choose 2 answers.
A product can have different list prices in different price books.
The standard and list price for a product can be listed in multiple currencies.
The support team has asked the System Administrator to automate the notification of a customer’s support plan ending - they would like for the Customer Support Rep to receive an email 30 days before the Support Plan Expires (the Support Plan Expiration Date is on the Account record). What will the System Administrator do?
Create a workflow rule with a time-based trigger to fire 30 days before the Support Plan Expiration Data and use an email action to notify the assigned Support rep.
