Applications, Activities and Mobile Flaschcards

Question 1

Custom fields in the Lead object can be mapped to what two types of fields?

Answer 1

Custom opportunity

Custom account

Question 2

Ursa Major Solar has an inside sales team that sells only warranty renewals, and an outside sales team that sells only products. Each type of sale captures different information and has a different sales cycle.

How should the system administrator configure Salesforce to meet these requirements?

Answer 2

Create a page layout, sales process, and record type for each type of sale.

Question 3

Ursa Major Solar offers a variety of products that are comparable to products from other companies. Sales representatives request a method to track product strengths and weaknesses compared to those offered by other vendors.

What should the system administrator implement?

Answer 3

Competitors on the opportunity page layout

Question 4

Ursa Major Solar wants the sales team to access information about Closed Won opportunities with a common competitor for all pending big deals.

What set of features should the system administrator implement?

Answer 4

Competitors and Similar Opportunities

Question 5

How should the system 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?

Answer 5

Create opportunity update reminders.

Question 6

Ursa Major Solar sells through many different reseller networks. Each reseller’s deals are tracked on separate opportunities. The sales manager is concerned that the pipeline report is not accurate due to multiple opportunities for the same end customer.

How should the sales process be modified to ensure opportunities are not double-counted in the pipeline?

Answer 6

Change the forecast category to Omitted on the duplicate opportunities.

Question 7

What two objects can be related to campaign members?

Answer 7

Leads

Contacts

Question 8

How can multiple Campaign records be associated with a single opportunity?

Answer 8

Campaign Influence

Question 9

What feature tracks how often a file is viewed?

Answer 9

Content Deliveries

Question 10

What two related lists should be added to the opportunity page layout to track how campaigns contribute to the overall pipeline. (Choose two answers.)

Answer 10

Campaign Influence

Contact Roles

Question 11

What configuration action should be performed to ensure every case gets assigned to a valid Owner?

Answer 11

Define the Default Case Owner in Support Settings.

Question 12

Support representatives at Ursa Major Solar want the same technical engineer group to be associated with each new case.

What should a system administrator define to implement this requirement?

Answer 12

A case assignment rule to associate the case team

Question 13

What is a potential benefit of using Suggested Solutions?

Answer 13

Reduced support costs

Question 14

What Salesforce feature should a company implement to provide a method for its resellers to track their leads and opportunities?

Answer 14

Lightning Partner Community

Question 15

A system administrator enables Case Feed Actions and Feed Items in Support Settings.

With the appropriate profile permissions enabled, what change will users see?

Answer 15

Cases will use feed layouts rather than standard page layouts.

Question 16

Ursa Major Solar wants internal support requests to be directed to any of the IT representatives. They want external support requests to be directed to customer support representatives based on the contact’s location.

What should the system administrator use to set this up?

Answer 16

Assignment Rules and Queues

Question 17

Web-to-case

Answer 17

Gather customer support requests directly from your company’s website and automatically generate new cases with web-to-case.

Question 18

Salesforce Communities

Answer 18

Salesforce Communities provide a way for employees, customers, and partners to connect in one place. Companies can collaborate and communicate outside of the company with people who are key to the business.

Question 19

Assignment Rules

Answer 19

Define conditions that determine how leads or cases are processed.

Question 20

Auto-response Rules

Answer 20

Send automatic email responses to lead or case submissions based on the record’s attributes.

Question 21

Salesforce Knowledge

Answer 21

Salesforce Knowledge lets you create and manage a knowledge base with your company information and securely share it when and where it’s needed.

Question 22

Case Escalation Rules

Answer 22

Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry.

Question 23

How should a Chatter user send a message to another Chatter user that cannot be viewed by anyone else?

Answer 23

Post a private message to the recipient.

Question 24

Activities

Answer 24

Activities are records of the interactions your organization has with records such as your accounts, contacts, and opportunities. They can be either tasks or events.

Question 25

Chatter Groups Features

Answer 25

Users in a Chatter group can:
• Collaborate in a private, public, or unlisted group.
• Use Announcements for important messages.
• Post updates, files, and links.
• Include customers in private groups.

Question 26

What option can be added to Outlook Publisher Layouts?

Answer 26

Quick Actions

Question 27

Lightning for Outlook

Answer 27

Lightning for Outlook can link emails in Microsoft Outlook to contacts, leads, accounts, opportunities, and cases in Salesforce. It can also relate events to records within Salesforce.

Question 28

Salesforce Mobile App

Answer 28

The Salesforce app gives you access to the same information you see on your computer, but organized for getting work done while away from the office.