Admin 201_9 Flashcards
A premier customer for Universal Container needs access to confidential product roadmap information. To securely send this information using content delivery, what steps should a sales representative take? (Choose two)
A. Remove access to the content after a specified date.
B. Require the customer to enter a password to view the content.
C. Require the customer to enter a security token to download the content.
D. Require the recipient to log into Salesforce to access the content.
B,D
You can do this, but it’s not required in the question
X Create a content delivery, specify the access dates, specify how you want the content to be viewed (online, download, download as pdf), specify whether they need a password, and then send them the url in an email or, alternatively, invite them to a Chatter group and post the url in the Chatter group.
X Create a content delivery, specify the access dates, specify how you want the content to be viewed (online, download, download as pdf), specify whether they need a password, and then send them the url in an email or, alternatively, invite them to a Chatter group and post the url in the Chatter group.
Universal Containers operates in two currencies: EUR and USD. Its corporate currency is USD. When a sales team member tries to add products to an Opportunity for a customer in the Eurozone, they are unable to find EUR prices.What is the likely cause of this problem? (Choose two)
A. Opportunity currency is set to USD
B. Advanced currency management is deactivated
C. Sales User’s default currency is set to USD
D. Price book entries are missing EUR prices
A,D
X The Opportunity currency will default to the currency of the User who created it; it’s possible a US User created the Opportunity even though it’s for a Euro customer, and so it incorrectly shows USD
No: This question really has nothing to do with Advanced Currency Management (ACM), which governs dated exchange rates.
The current User’s default currency doesn’t determine what currency the Opportunity shows– it’s determined by the currency of the User who created it. So this is not a likely cause.
X Yes: Price Book probably is lacking a price in EUR. Price Books can have multiple prices in different currencies. Also, the Opportunity could be associated to the wrong Price Book, especially if created incorrectly by a US User as in “A” above.
Sales representatives at Universal Container need to collaborate with customers on sales deals to gather requirements, analyze solutions, and deliver proposals. Universal Container wants to ensure that customers are fully engaged throughout each stage in the sales process. What solution should a consultant recommend to facilitate collaboration with customers? (Choose two)
A. Enable customer invitations
B. Invite customers into private Chatter groups
C. Enable co-worker invitations
D. Add customers to Salesforce as Chatter Free users
A,B
X To create Chatter Free and External Users, System Administrator can either 1. Create a new User record and select Chatter Free or Chatter Exeternal from the License picklist or 2. Enable Coworker or Customer inviations. When invitees accept, a User record is automatically created and a Chatter license automatically assigned.
X The sales reps would do this
This is not relevant, as the invitees are customers
You could do this, but a better choice would be Chatter External, via the method described in A and B above. Adding the customers manually requires Sys Admin to know who the customers are, when they should be invited, their emails, etc.
UC has set Accounts, contacts and Opportunities to private. Sales Reps manage the Accounts for which they are the Account owner. The company also employs sales specialists to assist sales rep on deals. What should a consultant recommend to allow sales specialists to see Account information and any Opportunity information associated with the Account? (Choose all that apply)
A. Sales reps should share Accounts with the sales specialists
B. Sales reps should share Opportunities with the sales specialists
C. Sales reps should add sales specialists to the Account Teams
D. Sales reps should add sales specialists to the Opportunity Teams
C,?
No, because you cannot share Account as read-only; the only choice provided when sharing an Account is “Read/Write”. Not only that, but the sales specialists would get edit access on the Opptys too by default, because “the Account Owner’s role determines the level of access” on the child records.
If you can share Oppty as read-only it gives implicit read-only access to the Account. Need to see whether this would work.
X Yes: you have the option of setting access on child Opportunities and child Cases to “Private” (= no access), “Read Only” or “Read/Write”
D. Maybe; same basic answer as B.
When transferring an Account from one User to another, which of the following options are selectable? (Select all that apply) A. Transfer closed Cases B. Transfer closed Opportunities C. Transfer open activities D. Transfer closed activities
A,B X X These will transfer by default These cannot be transferred
How can an administrator or developer restrict Users from seeing other Users in the organization?
A. Enable the “Restrict Access to Users” permission for all users
B. Create a sharing rule to prevent users from seeing other users
C. Disable manual sharing for the User object
D. Set the organization-wide default for the User object to Private
D
X
What is a capability of Chatter Answers? (Choose two)
A. Users can reply to a question directly from an email notification
B. Users can post private replies to an Idea on the Ideas tab
C. Users can save drafts of questions and answers to be posted later
D. Users can view Questions and Ideas activity on Chatter profiles
A,D NOTE Chatter Answers will no longer be supported in all Salesforce orgs as of Spring ’18 release. For more information, see End of Support for Chatter Answers in Spring ’18. Starting with Summer ’16, Chatter Answers isn’t available in new orgs. Instead, you can use Chatter Questions, a Q&A feature that’s seamlessly integrated into Chatter. With Chatter Questions, users can ask questions and find answers without ever needing to leave Chatter. Existing orgs will continue to have access to Chatter Answers if it was enabled before the Summer ’16 release.
X
X
What is a capability of Salesforce Identity? (Choose two)
A. Require Users to use a time-based token when logging into Salesforce outside the trusted IP ranges
B. Require Users to enter a time-based token in addition to login credentials when accessing Salesforce
C. Require users to have a High Assurance session to edit, modify, or delete selected objects
D. Require users to have a High Assurance session to access Reports, Dashboards, and connected apps
A,B
X https://developer.salesforce.com/docs/atlas.en-us.196.0.identityImplGuide.meta/identityImplGuide/identity_how_to.htm
X https://developer.salesforce.com/docs/atlas.en-us.196.0.identityImplGuide.meta/identityImplGuide/identity_how_to.htm
https://help.salesforce.com/articleView?id=security_auth_require_ha_session.htm&type=5
https://help.salesforce.com/articleView?id=security_auth_require_ha_session.htm&type=5
How can an administrator customize Live Agent? (Choose two)
A. Configure automated chat invitations to route chats to agents with specific skills
B. Configure agent settings to accept chats from the Q&A tab
C. Add pre-recorded voice greetings and music to chat invitations
D. Add images, animations, and custom agent names to chat invitations
A,D
X
X
What is a capability of Historical Trending? (Choose two)
A. Historical trending can track number, formula, and checkbox fields
B. Historical trending reports can be filtered to show only records that have changed
C. Historical trending can be enabled for all standard and custom objects
D. Historical trending reports show changed values in different colors
B,D https://help.salesforce.com/articleView?id=reports_historical_setup.htm&type=5
Nope, number, currency, date, picklist and lookup. No formula fields.
X
X
How can the Salesforce Console for Sales be customized? (Choose two)
A. Developers can create custom console components to display sales information
B. Administrators can add custom buttons to the navigation tab and the highlights panel
C. Sales reps can create personal customizations to override which tabs are subtabs
D. Administrators can define primary tabs and subtabs to show related records on one screen
A,D “https://help.salesforce.com/articleView?id=console2_configuration.htm&type=5
https://help.salesforce.com/articleView?id=console_lex_intro.htm&type=5
https://help.salesforce.com/articleView?id=console2_classic_intro.htm&type=5”
X
The highlights panel is a customizable table of up to four columns at the top of every primary tab in a console. It helps console users see key information at a glance. To configure a highlights panel, edit any page layout.
X
Which are true statements regarding Salesforce Knowledge? (Choose two)
A. Users can create and publish articles without the Manage Articles permission
B. Users can provide feedback on the Chatter feed of a draft article
C. Users can add and remove supported languages in the Knowledge base
D. Users can search and view articles without a Knowledge User license
B,D “Research regarding option ““A””:
Manage Articles permission:
- Allows users to create article types and article actions. (Note that in Lightning, Article Types have been replaced by standard Record Types. So now K Article Types are just like any other object record Types.)
Publishing Articles:
- To publish in Classic Knowledge, you need the publish permission on an article’s article type and the “Publish Articles” or “Publish Translated Articles” article action to publish an article or translation.
- To publish in Lightning Knowledge, you need the associated User Profile perms. So, the statement is true: you don’t need ““Manage Articles”” permission in order to create and publish articles.
> For more info on Knowledge in Classic vs Lightning, see:
https://help.salesforce.com/articleView?id=knowledge_compare_classic_lightning.htm&type=5”
See above
X Can’t find any info on this and supposedly Knowledge Articles cannot be followed (as they are not one of the Chatter-enabled objects). So this appears to be a wrong answer.
No, managing the languages is for Sys Admins
X Knowledge licenses are only required for Managers who will Publish, etc. in the Article Management tab. This is different from the Knowledge User checkbox.
What is a capability of Entitlement Management? (Choose three)
A. Create a recurring milestone within an entitlement process
B. View the countdown time to an active milestone’s Target Date
C. Define criteria-based sharing rules for an entitlement process
D. Execute a flow when a milestone is met or violated
A,B
X “- Entitlement processes are timelines that contain all the steps that agents must complete to resolve a case.
- An entitlement process can have up to 10 milestones. You can set up a milestone to occur once in an entitlement process, or to recur until the entitlement process exits”
X Milestone tracker: gives support agents a complete view of upcoming and completed milestones, and displays countdowns for active and overdue milestones. Add it to the case feed, work order feed, a custom page, or the Service Console.
Sharing rules really have nothing to do with entitlements
? You can add three types of actions to milestones: Success, Warning, Violation. Milestone actions determine when and if warning, violation, or success workflow actions fire for the case.
What is a capability of embedded analytics? (Choose two)
A. An embedded chart can be used to share report data from a personal folder
B. An embedded chart can be filtered to show data for the record on which it reports
C. Report charts can be used to show data from tabular, summary, and joined reports
D. Report charts can be embedded on page layouts for standard and custom objects
B,D
X
X
What is a capability of collaborative Forecasts? (Choose two)
A. View the forecast for specific periods in a custom fiscal year
B. Reflect split revenue amounts in the Forecast
C. Display the forecast by territory when using territory management
D. View the Forecast separately for each product family
B,D
X
X
