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SalesForce > Sales Admin Cert Exam Study Questions 7.6.2020 > Flashcards

Sales Admin Cert Exam Study Questions 7.6.2020 Flashcards

1
Q

Which set of information can an admin specify in the company information page?

A

Org name, default time zone, default language

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2
Q

Which two sets of parameters are configured using locale settings

A
  1. Time and number display format

2. First/Last Name and date format

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3
Q

Which user interface setting should be used to allow users with all required profile permissions to edit records in list views

A
  1. enable inline editing

2. enable enhanced lists

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4
Q

Allows for mass editing of record fields straight from a list view

A

enable inline editing

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5
Q

gives you the ability to quickly view, customize and edit list data to speed up your daily productivity

A

enabled enhanced lists

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6
Q

Salesforce users complain that global search returns too many records. Which two configuration should an admin perform to help users manager search results?

A
  1. specify the search filter fields for the objects search layout
  2. reduce the number of record displayed fro each object in the search results page
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7
Q

what do admins use to customize the home page?

A

Lightning app builder

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8
Q

A new hire has joined the customer service team to interact with customers and handle cases. The user needs access to the service console to manage the cases and customer information. What should and admin do to assign a service cloud user license to a new user?

A

enable Service cloud user on the user record detail page

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9
Q

Feature license can be found where?

A

User profile pages

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10
Q

employee is receiving a log in error. What should a admin do first to troubleshoot log in error message?

A

Check the users log in history related list on the user record

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11
Q

What are two reasons a user cannot be deactived?

A
  1. The user is the recipient of workflow email alerts

2. the user is a customer community admin

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12
Q

Determines the baseline of the features that the user can access.

A

User License

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13
Q

a collection of setting and permission that give users access to various tools and functions. The setting and permission in a permission set are also found in profiles but permission sets extend users functional access without chaning their profiles

A

Permission Set

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14
Q

Define how users access objects and data, and what they can do within the app.

A

Profile

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15
Q

What is the limit of customize fields?

A

800

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16
Q

A dependent picklist can be what type of picklist

A

Custom or multi picklist

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17
Q

Custom or multi-select picklist for which the valid values depend on the value of another field called the controlling field

A

Dependent pick list

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18
Q

Controlling fields can be any picklist or ___ field on the same record

A

checkbox

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19
Q

Determines the business processes, picklist values and page layouts that are available when creating records

A

record types

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20
Q

Open protocol to allow secure data sharing between apps

A

Oauth 2.0 protocol

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21
Q

When users want a seamless access to the org and apps without logging in repeatedly

A

SAML protocol

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22
Q

Which portocol allows secure data sharing between apps?

A

OAuth

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23
Q

which language is SAML based on?

A

XML

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24
Q

When does salesforce acts as identity providers to external applications?

A

A user logged into salesforce can flow through to the external application

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25
Q

What are the three data models to OWD?

A

Private, Public and Hybrid

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26
Q

Public OWD defaults means what?

A

You share your data with everyone

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27
Q

Private OWD defaults means what?

A

You lock all information down and strategically open up who people need it

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28
Q

Helps your classify access requirement to different types of users

A

Profiles

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29
Q

Additive permission on top of profles

A

Permission sets

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30
Q

What gives you access to records you dont own?

A

Role hierarchy

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31
Q

Object level security is set by what?

A

Permission sets and profiles

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32
Q

Object level security lets you hide what from a user?

A

Tabs and Objects

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33
Q

You specify object permissions by?

A

Profiles and permission sets

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34
Q

What are a collections of setting and permissions that determine what a user can do in the application?

A

Profiles and permission sets

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35
Q

Profiles are typically defined by a users what?

A

Job function

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36
Q

How many profiles can a user have?

A

1

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37
Q

What can you use to grant additional permission and access settings to users?

A

Permission sets

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38
Q

Field level security is controlled by what?

A

Permission sets and profiles

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39
Q

Object level security and field level security are controlled by what?

A

Permission sets and profiles

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40
Q

What would you use if some users need access to object but limit access to individual fields in the object?

A

Field level security

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41
Q

Control whether a user can see, edit, and delete the value for a particular field on an object

A

Field-level security—or field permissions

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42
Q

only control the visibility of fields on detail and edit pages

A

Page Layouts

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43
Q

Control the visibility of fields in any part of the app, including related lists, list views, reports, and search results

A

field permissions

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44
Q

True or False Field-level security doesn’t prevent searching on the values in a field.

A

True

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45
Q

Give users access to some object records, but not others

A

Record-level security

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46
Q

To specify record-level security, you must do what first?

A

Set your organization-wide sharing settings, define a hierarchy, and create sharing rules.

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47
Q

The first step in record-level security is to determine the?

A

Organization-wide sharing settings for each object

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48
Q

You use organization-wide sharing settings to lock down your data to the most restrictive level, and then use what to give access to users?

A

Record-level security and sharing tools to selectively give access to other users

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49
Q

Once you’ve specified organization-wide sharing settings, the first way you can give wider access to records is through what?

A

Role Hierarchy?

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50
Q

Primarily control a user’s record-level access through role hierarchy and sharing rules

A

Roles

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51
Q

Lets you make automatic exceptions to organization-wide sharing settings for particular sets of users, to give them access to records they don’t own or can’t normally see

A

Sharing rules

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52
Q

Only used to give additional users access to records—they can’t be stricter than your organization-wide default settings

A

Sharing rules

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53
Q

record owners can use ____ sharing to give read and edit permissions to users who would not have access to the record any other way

A

Manual

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54
Q

If sharing rules and manual sharing don’t give you the control you need, you can use what?

A

Apex managed sharing

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55
Q

When you use Apex managed sharing to share a custom object, only users with the “____ ___ Data” permission can add or change the sharing on the custom object’s record, and the sharing access is maintained across record owner changes.

A

“Modify All Data”

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56
Q

Sharing allows developers to programmatically share custom object

A

Apex managed

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57
Q

define how users access objects and data, and what they can do within the application. When you create users, you assign a _____ to each one.

A

Profile

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58
Q

is a collection of settings and permissions that give users access to various tools and functions

A

permission set

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59
Q

The settings and permissions in permission sets are also found in?

A

profiles

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60
Q

extend users’ functional access without changing their profiles.

A

permission sets

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61
Q

In permission sets, permissions and settings are organized into___and _____ _____

A

app and system categories

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62
Q

Assigned app settings specify the apps that users can select in the ____ Platform app menu.

A

Lightning

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63
Q

____permissions give you a way to provide access to custom processes or apps.

A

Custom

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64
Q

You can assign permission sets to a single user from the ____ detail page or assign multiple users to a permission set from any permission set page.

A

user

65
Q

A permission ___ ____ streamlines permissions assignment and management

A

set group

66
Q

Activities include?

A

tasks, events, and calendars

67
Q

What feature would you use to track changes to settings in salesforce?

A

setup audit trail

68
Q

How many days worth of changes to setting can you download ?

A

180 days

69
Q

How many setting changes can be you view directly within setup? (without downloading history)

A

the 20 most recent

70
Q

If a delegate makes a setup change on behalf of an end user, what data is logged within setup audit trail

A

the usernames of both the end and delegated users

71
Q

filters that allow us to change the contents of a picklist based on the value of another field.

A

Field dependencies

72
Q

limit the records available in the lookup

A

Lookup filters

73
Q

Creates a relationship that links this object to another object

A

Lookup Relationship

74
Q

The _____ field allows users to click on a lookup icon to select a value from a popup list. The other object is the source of the values in the list.

A

relationship

75
Q

allow you to define calculations that reference other fields to display new numeric, text, date, or checkbox values specific to business requirements

A

custom formula fields

76
Q

A read-only field that derives its value from a formula expression you define

A

formula

77
Q

determine the business processes, page layouts, and picklist values users have access to.

A

Record types

78
Q

Control the fields, sections, related lists, and buttons that appear when users view or edit a record.

A

page layouts

79
Q

a custom layout for creating pages in lightning experience and the salesforce mobile app

A

A Lightning Page

80
Q

What can you build with the lightning app builder

A
  1. at a glance, dashboard stype apps
  2. apps optimized for a partucular task
  3. simple, single page apps with drill down capabilities
81
Q

Allows you to track changes on up to 20 standard or custom fields on an object which can be viewed on a record’s History related list or through History reports

A

enable history tracking

82
Q

Enabling history tracking, which allows you to track changes on up to____ standard or custom fields

A

20

83
Q

Allows you to specify your own criteria to prevent users saving invalid data in one or more fields.

A

validation rules

84
Q

If you’re doing business with a single person, like a solo contractor or an individual consumer, you use a special account type?

A

Person accounts

85
Q

The account hierarchy shows what companies what?

A

affiliation

86
Q

To allow contacts to be associated with multiple accounts what must an admin enable

A

Contact to multiple accounts

87
Q

The account listed on a contact on a record is what?

A

the primary account also known as direct relationship

88
Q

Secondary accounts attached to a contract record are called what?

A

indirect relationship

89
Q

What are the two basic choices to establishing account heirarchies?

A
  1. global Enterprise account

2. location specific accounts

90
Q

You could establish one ___ account and link all contacts, opportunities, cases, and so on to that single overarching account.

A

global

91
Q

To make account teams faster to use, you can set up your own personal ____ Account Team in your personal settings.

A

Default

92
Q

What two types of account-contact relationships can you see in Contacts to Multiple Accounts?

A

direct and indirect

93
Q

How do you set up the account hierarchy?

A

add a parent account to the accounts record

94
Q

Who should be on your personal Default Account Team?

A

coworkers you usually work with on your account

95
Q

People and companies that you’ve identified as potential customers.

A

Leads

96
Q

You can add leads by importing a file into Salesforce or through an automatic process?

A

Web-to-Lead form

97
Q

collects leads from your business website.

A

Web-to-Lead form

98
Q

What two ways can you assign leads?

A

owner or queue

99
Q

What does an admin set up to assign leads through web to form process?

A

lead assignment process

100
Q

If the lead is involved in any marketing campaigns, they are listed in the ____ _____ for the lead.

A

Campaign History

101
Q

indicates that you believe the lead has a use for and interest in your products, and that a sale is a definite possibility.

A

qualifying a lead

102
Q

When you qualify a lead, you can convert the lead record into an ?

A

opportunity

103
Q

You can use Process Builder to automate the standardization of _____ names

A

opportunity

104
Q

what two ways can you create opportunities

A
  1. existing accounts

2. converting qualified leads

105
Q

What are deals in progress

A

Opportunities

106
Q

moves through a series of stages linked to the types of tasks being performed, and the likelihood of completing the sale.

A

opportunity

107
Q

In an opportunity, you can estimate the likelihood of a sale based on what?

A

Deal stage

108
Q

In an opportunity, each stage is assoicated with what?

A

probability of winning the deal

109
Q

Probabilities are used in creating what?

A

forecasts.

110
Q

______roles on opportunities tell you which contacts you’re dealing with and how each contact is related to the opportunity.

A

Contact

111
Q

You can also use ____ _____to link contacts from other accounts to the opportunity

A

contact roles

112
Q

What must the admin enabled for adding an opportunity team helps team members work together and track the opportunity’s progress.

A

enabled team selling,

113
Q

account team members can be expected to form a what type of relationship

A

long-term

114
Q

What can an admin enable to give opportunity team members incentive to complete a deal by letting the opportunity owner share credit?

A

enable opportunity splits

115
Q

How can you add or adjust splits on an opporunity?

A

opportunity owner or above the owner in the role hierarchy

116
Q

Crediting team members who are directly responsible for the revenue on an opportunity

A

Revenue splits

117
Q

Revenue splits always total what?

A

100%

118
Q

An_____ split gives you a way to credit supporting team members

A

overlay

119
Q

It can total any percentage of the opportunity amount, including a percentage over 100%.

A

overlay split

120
Q

What can you expect from opportunity teams?

A

they share information, tips, or contact to help close a deal

121
Q

To close a deal, you need support from a solution engineer. What split type do you use to assign credit for the solution engineer?

A

A revenue split for you and an overlay split of 50 for your solution manager

122
Q

shows you at a glance where the record is in your sales process. It’s a quick indicator that helps you visualize where you are and where you’re going.

A

Path

123
Q

highlight the information you need the most when you open a record, so you don’t have to switch tabs or scroll around to find critical data.

A

Key Fields

124
Q

visual summary of the records in a list view.

A

The Kanban view

125
Q

By default, the Kanban for opportunities is organized by?

A

Stage

126
Q

If an opportunity doesn’t have any upcoming tasks or events, the Kanban card shows a ____symbol (2) to let you know that you might need to set an activity so your deal doesn’t stall out.

A

warning

127
Q

You have a dozen open opportunities from different companies, but when you check the Kanban view of your All Open Opportunities list, you only see opportunities for one account. What should you do

A

check the filter panel to see if record are being filtered out

128
Q

Your reps track the products they sell to customers using what?

A

product record

129
Q

When you create products in Salesforce, you add what to each?

A

Standard price

130
Q

What do you use to track a product that has more than one price?

A

multiple price books.

131
Q

show your customers the prices of the products and services your company offers.

A

Quotes

132
Q

what opportunity stage is required in order to add a quote?

A

Proposal/Price Quote

133
Q

How do you Organize, share, search, and manage content within your organization and across key areas of Salesforce ?

A

CRM Content.

134
Q

Rather than keep files in folders that make content difficult to find, Salesforce CRM Content stores files in fully searchable file repositories known as?

A

libraries

135
Q

ensures that you receive an email notification when new versions are published or changes are made to the file’s properties.

A

Subscribing

136
Q

provides document details at a glance, including document title, author, description, tags, libraries, comments, votes, versions, subscribers, and downloads

A

Previewing

137
Q

Uploading new or revised files in Salesforce CRM Content

A

Contributing

138
Q

What needs to be enabled to send content to colleagues, leads, and contacts and then track how often the content has been previewed or downloaded.

A

content delivery feature

139
Q

What are the simplified content management task?

A

organizing, searching,subscribing, previewing, contributing and reviewing usage and providing feedback

140
Q

helps your sales reps adopt and adhere to your company’s sales processes without getting sidetracked

A

ales paths

141
Q

What are two ways to cutomize a sales path?

A
  1. Set up the sales process

2. configure the sales path

142
Q

You set which stages appear in your path

A

Set up the sales process

143
Q

This is where you pick which fields to show and guidance

A

configure the sales path

144
Q

maps out the stages an opportunity follows through its sales cycle, affecting what’s available to view in a sales path.

A

A sales process

145
Q

determine the business processes, picklist values, and page layouts that are available to you when creating records

A

Record type

146
Q

Before you can cusotmize a sales path, you must what first?

A

Create a record type

147
Q

visual summary of all the opportunities for a particular sales path.

A

Opportunity Kanban

148
Q

If a company wants to use kanban but uses multiple sales path,what would you do?

A

create a separate list view for each and filter by record type

149
Q

easy-to-use customer service application that can help you provide and track excellent service.

A

Service Cloud

150
Q

What is the heart of Service Cloud and will assist help desk that lets anyone on your service team (or anyone at your company) see a personalized view of each customer and their case.

A

Service Console

151
Q

customizable record in Salesforce that tracks and describes a customer issue, complaint, request

A

A case

152
Q

All unifying information about a customer is stored on a case, including account, contact, product, and history data so that anyone on your service team can jump in to help.

A

Case Management

153
Q

Whether the case arrived by email, phone call, web chat, social media, or text message, a support agent can quickly respond to it from the console. Agents can track any useful information and engage with customers on their favorite channels, devices, or apps to provide a great service experience.

A

Channels & Digital Engagement

154
Q

When a case arrives, its information is automatically assessed and routed to the right people to match any custom workflows set up for your team

A

Automatic Workflows

155
Q

Find, share, and store articles or answers related to cases to speed up service. Or, let customers find answers on their own from your self-service website or community.

A

Knowledge Base

156
Q

Dynamic agent interface

A

lightning console

157
Q

What are key benefits of the Lightning Service Console?

A

Preconfigured pages and productivy toold and service

158
Q

To update a customer case with a comment:

A

select a case from the cases tab and share a post

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