Knowledge Check

Question 1

1. Which standard objects have a relationship with the Account object? (choose two)
   a) Campaign
   b) Opportunity
   c) Contact
   d) Lead

Answer 1

b, c

Question 2

2. Where can an administrator change the organization name and address, default locale, default language , and default zone?
   a) Company Information
   b) Organization-Wide Defaults
   c) Business Hours
   d) Language Settings

Answer 2

a

Question 3

3. How does a user navigate from an account record to a related contact record?
   a) Lookup Field
   b) Related List
   c) List View
   d) App Menu

Answer 3

b

Question 4

4. What component in Salesforce is similar to a table of data?
   a) Record
   b) Field
   c) App
   d) Object

Answer 4

d

Question 5

5. The HR department is using Salesforce. They are tracking Open Positions and corresponding Job Applications in Salesforce. Every Job Application has to be associated with Position and if a position is deleted, all job applications will be deleted as well. What is most likely the relationship these two objects have?
   a) a Lookup relationship
   b) A Master-detail relationship
   c) A hierarchical relationship
   d) Many-to-Many relationship

Answer 5

b

Question 6

1. What is determined by a profile? (select 2)
   a) Which tabs and apps are visible in the user interface
   b) Which currencies are available to users.
   c) What users can do with records of a particular object.
   d) Which individual records users can view and edit.

Answer 6

a, c

Question 7

2. What tasks can be performed by a user who is assigned to the standard System Administrator profile? (select 2)
   a) Access a log of the records a user has viewed.
   b) Create and assign custom profiles to users.
   c) Reset user passwords.
   d) Delete user records.

Answer 7

b, c

Question 8

3. Support users at AW Computing can view, create, and edit accounts. However, the management team does not want support users to delete accounts in the organization. How can an administrator meet this requirement?
   a) Assign the Standard User profile to support users.
   b) Assign the Read Only profile to support users. Which individual records users can view and edit.
   c) Create a custom profile that has the View All permission enabled for the account object and assign the custom profile to support users.
   d) Create a custom profile that has the Delete permission disabled for the account object and assign the custom profile to support users.

Answer 8

d

Question 9

4. When creating a new user, what information is captured on the user record? (select 2)
   a) Profile assigned to the user
   b) List of apps that the user can access
   c) Name, email address, and username of the user
   d) User interface settings that can be enabled for the user

Answer 9

a, c

Question 10

5. What does Salesforce authenticate before allowing a user to log in through the user interface? (select 2)
   a) Whether the user’s profile is API enabled.
   b) Whether the organization has trusted IP addresses.
   c) Whether the user’s profile has login hour restrictions.
   d) Whether the user’s role has login IP range restrictions.

Answer 10

b, c

Question 11

6. What feature sets the default level of access users have to records they do not own, in each object?
   a) Sharing rules
   b) Organization-wide defaults
   c) Role hierarchy
   d) Manual Sharing

Answer 11

b

Question 12

7. At AW Computing, the organization-wide default for cases is set to Private. The management team wants several product specialists to assist with all cases that have been escalated. Only these product specialists need the ability to view and update all escalated cases. How can an administrator meet this requirement?
   a) Create an ownership-based sharing rule for cases that gives read/write access to a role.
   b) Change the organization-wide default for cases to Public Read/Write.
   c) Create a criteria-based sharing rule for cases that gives read/write access to a public group.
   d) Create a new product specialist role in the role hierarchy which is above the VP of Services role.

Answer 12

c

Question 13

8. What does field-level security control?
   a) Which fields are automatically generated by the system.
   b) Which fields users can view and edit based on their profile.
   c) Which fields are required in the user interface.
   d) Which fields are encrypted to users based on their profile.

Answer 13

b

Question 14

9. In AW Computing, product managers do not have access to opportunities. How can a system administrator grant them access to opportunities if the product managers are assisting with a specific deal?
   a) Add the product managers to the account teams for specific accounts.
   b) Add the product managers to the opportunity teams for specific opportunities.
   c) Add the product managers to a public group associated with specific opportunities.
   d) Add the product managers to the role above sales reps in the role hierarchy.

Answer 14

b

Question 15

10. How can the system administrator give the executive assistant the ability to view, edit, and transfer ownership of all records, but not allow her to delete the records?
    a) Create a sharing rule for each object that gives Read/Write access for all records to the executive assistant, and assign her to the highest role in the role hierarchy.
    b) Change the organization-wide default for all objects to Public Read Only.
    c) Assign the System Administrator profile to the executive assistant.
    d) Assign the executive assistant the highest role in the role hierarchy and a custom profile with the Delete object permission disabled for all objects.

Answer 15

d

Question 16

Support agents at AW Computing need to track the product type and series (both picklist fields) when creating cases. How can an administrator ensure that the product type selected determines the values available for the series?

a) Create the series field as a controlling picklist and the product type field as a dependent picklist.
b) Create the product type field as a controlling picklist and the series field as a dependent picklist.
c) Create a lookup field from the product type object to the series object.
d) Create a multi-select picklist field that includes both product types and series.

Answer 16

b

Question 17

AW Computing populates the Industry field on each account record. The sales team wants the industry information displayed on related opportunity records and updated when the value is updated on the account record. How can an administrator meet this requirement?

a) Create a look-up field on the opportunity.
b) Create a cross-object formula field on the account.
c) Create a roll-up summary field on the account.
d) Create a cross-object formula field on the opportunity.

Answer 17

d

Question 18

What automatically occurs when a custom field is deleted? (select 2)

a) The field is removed from associated page layouts.
b) The field values are archived in the setup audit trail.
c) All field data is deleted.
d) The field is removed from associated workflow rules.

Answer 18

a, c

Question 19

An administrator at AW Computing created custom fields on the Opportunity object for Discount Percentage and Amount after Discount. The sales team wants these fields to be grouped together on the opportunity record. How can an administrator meet this requirement?

a) Create a new related list on the opportunity page layout and add the custom fields to the related list.
b) Create a new business process for opportunities that contains the custom fields.
c) Create a new section on the opportunity page layout and add the custom fields to the section.
d) Create a new record type for opportunities that contains the custom fields.

Answer 19

c

Question 20

The support team at AW Computing wants two different business processes for cases: one for tracking feature requests and one for tracking customer support issues. Each process needs to have a different set of case statuses. How can an administrator meet this requirement?

a) Create one record type and support process for feature requests and another record type and support process for customer support issues.
b) Create one page layout that has the case status picklist values for feature requests and another page layout that has the case status picklist values for customer support issues.
c) Change the field-level security for the case status field to display the picklist values for either feature request cases or customer support cases.
d) Build a validation rule that prevents users from selecting the wrong case statuses when creating a feature request or customer support case.

Answer 20

a

Question 21

Your customers should receive a branded automatic email when they file a case on the website. What features do you need to set up? (select two)
Workflow
a) Auto-Response Rules
b) Email templates
c) Case Teams
d) Case Notifications

Answer 21

a, b

Question 22

You need to assign a case automatically to the hardware support team. How do you set this up in Salesforce?

a) Create a workflow rule to assign the case to the public group
b) Create a sharing rule to assign the case to the public group
c) Create an assignment rule to assign the case to the queue
d) Create a sharing rule to assign the case to the queue

Answer 22

c

Question 23

We need to send an email notification to the customer when a case is escalated. Which feature do we use?

a) Escalation Rule
b) Workflow Rule
c) Auto-Response Rule
d) Assignment Rule

Answer 23

b

Question 24

Incoming Cases need to be escalated if they haven’t been addressed within 24 hours. Which feature do you use?

a) Escalation Rule
b) Workflow Rule
c) Auto-Response Rule
d) Assignment Rule

Answer 24

a

Question 25

We need to send an escalation email to the Customer Service Director every time a case is created for Key Accounts. Key Accounts are identified by a checkbox on the Account record. Which feature can trigger such an email?

a) Workflow Rule
b) Auto-Response Rule
c) Assignment Rule
d) Escalation Rule

Answer 25

a

Question 26

AW Computing would like to perform an automatic backup of all Salesforce data once a week. Which tool should they choose?

a) Schedule export from a report
b) Data export service
c) Schedule report with attachment of data
d) Schedule using the data import wizard

Answer 26

b

Question 27

An administrator wants to back up the manufacturing industry accounts in her organization before she begins large import. What tools could she use?

a) Schedule a filtered report for manufacturing industry accounts.
b) Data export service
c) Data Loader
d) Schedule a report for all accounts and filter in excel

Answer 27

c

Question 28

Working Armor Bags wants a report that shows open support cases and open opportunities grouped by account. What report format should an administrator use?

a) Matrix
b) Joined
c) Accounts with Opportunities with Cases
d) Accounts with Cases with

Answer 28

b

Question 29

Working Armor Bags wants a report that shows support cases broken down by the month they were opened and the product referenced in the case. What report format should an administrator use?

a) Cases with Products
b) Matrix
c) Accounts with Cases with Products
d) Tabular

Answer 29

b

Question 30

How would you meet the following requests? It’s important for our employees and partners to share ideas, but they should not be shared in the same place. What can we do to keep these forums separate?

a) Forum Record Types
b) Zones
c) Idea Record Types
d) Separate Communities

Answer 30

b

Question 31

How can we share industry knowledge with partners and internal members from the community page?

a) Chatter Answers
b) Knowledge Articles
c) Solutions
d) Ideas

Answer 31

b