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Salesforce Admin Flashcards

1
Q

Which of the following are true regarding the Lead Conversion process?

Choose 3
A. Custom Lead fields can be inserted into standard or custom Account, Contact, or Opportunity fields
B. An Account is created if one with the same name is not found
C. A Contact is created if one with the same name is not found
D. An opportunity is always created
E. If Person Accounts are enabled and the Company field does not have a value, a person account will be created

A

B. An Account is created if one with the same name is not found
C. A Contact is created if one with the same name is not found
E. If Person Accounts are enabled and the Company field does not have a value, a person account will be created

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2
Q

Which of the following types of fields can be used as a dependent field in the field dependency?

A. Multi-Select Picklist
B. Custom Picklist
C. Standard Picklist
D. Custom Check Box

A

A. Multi-Select Picklist
B. Custom Picklist

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3
Q

John Foster is a Salesforce Administrator at Global Support Inc. The support team reported an issue that every time they open a case from the account, they need to fill in all the account-related information such as the Account Owner, Owner Email, and Account Address manually. What should John do to automate this process?

Choose 1
A. Create a flow to copy the required Account fields
B. Create a validation rule to copy the required Account fields
C. Create a formula fields to retrieve the required Account information
D. Create a Case assignment rule to copy the required Account fields

A

C. Create a formula fields to retrieve the required Account information

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4
Q

A Salesforce Administrator realizes that he needs to restore the fields of the ‘Expense’ custom object which he deleted five days ago. Which of the following actions are appropriate after restoring a custom field?

A. Convert any lookup relationships to master-detail if required
B. Set the data type of the restored field
C. Make the restored field required if necessary
D Automatically restore the unique attribute of the deleted custom field

A

A. Convert any lookup relationships to master-detail if required
C. Make the restored field required if necessary

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5
Q

A Salesforce Administrator accesses Flow Builder to make final changes to flow before activating it. Where can the flow be quickly activated?

A. Flow Run page
B. Flow Debug page
C. Flow Builder interface
D. Flow Detail Page

A

C. Flow Builder interface

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6
Q

What is true regarding using subfolders to organize reports and dashboards in Lightning Experience

Choose 3
A. A hierarchy of subfolders can be created to represent a logical structure
B. Subfolders can be deleted but not renamed
C. Subfolders can be created in user-created folders
D. Folder sharing is at the root level
E. Sharing can be set at the subfolder level

A

A. A hierarchy of subfolders can be created to represent a logical structure
C. Subfolders can be created in user-created folders
D. Folder sharing is at the root level

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7
Q

In a business requirement gathering session, the Vice President of Sales asks the Salesforce Administrator when workflow rules can be triggered. Which of the following are correct operations used to evaluate criteria

Choose 2
A. When a record is created
B. When a record is merged
C. When a record is updated
D. When a record is deleted

A

A. When a record is created
C. When a record is updated

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8
Q

Universal Containers would like to improve the usability of their current lookup fields. When looking up a Contact record, they would like to view the Account, Phone, and Email fields as well as the name. Universal Containers would also like to globally search for contacts by the account name. What features would you suggest to help them with this need?

Choose 1
A. List View
B. Tab Layout
C. Page Layout
D. Search Layout

A

D. Search Layout

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9
Q

All users have the ‘Standard User’ profile assigned. The Salesforce Administrator would now like all users to be able to read, create, and edit contacts but only allow managers to delete contacts. What is the best way to handle this?

Choose 1
A. Create a new profile for managers, and enable delete permission for contacts.
B. Add ‘Delete All’ permission to the user records.
C. Modify the standard profile to remove delete permission on contacts, and create a new profile for managers with delete permission.
D. Clone the standard profile and assign it to all users. Remove delete permission on contacts in the cloned profile. Create a permission set that includes permission to delete contacts, and assign the permission set to managers.

A

D. Clone the standard profile and assign it to all users. Remove delete permission on contacts in the cloned profile. Create a permission set that includes permission to delete contacts, and assign the permission set to managers.

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10
Q

On what objects can duplicate rules be configured?

Choose 3
A. Contact
B. Custom Objects
C. Product
D. Opportunity
E. Lead

A

A. Contact
B. Custom Objects
E. Lead

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11
Q

The sales users of Cosmic Enterprises use Lightning Experience to create and manage records as well as related activities. While creating an event, a sales manager of the company would like to schedule events for monthly meetings that repeat indefinitely. What can a Salesforce Administrator do to meet this requirement

Choose 1
A. Enable ‘Recurring Events’ in ‘Activity Settings’ in Setup
B. Add the ‘Repeat’ checkbox to the page layout for events
C. Add the ‘Multi-Event’ checkbox to the page layout for events
D. Enable ‘Event Series’ in ‘Activity Settings’ in Setup

A

B. Add the ‘Repeat’ checkbox to the page layout for events

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12
Q

Cosmic Global wants to implement an automatic and dynamic chat routing that assigns chat requests to the correct agent based on the customers’ language: English, Japanese, or French. Once the agent accepts the request, the related contact and case records must also open in new tabs. Which of the following can best address the requirements?

Choose 1
A. Queue-based routing
B. Apex Class and Trigger
C. Data Loader
D. Omni-channel flow

A

D. Omni-channel flow

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13
Q

The leadership of a large online apparel company wishes to enable to My Domain feature in Salesforce. what does the Salesforce Administrator need to consider before enabling the My Domain feature?

Choose 2
A. A My Domain Request can be reverted before deploying a dew domain
B. Visualforce page URLs will change
C. My Domain cannot be used in a sandbox environment
D. Users will not be able to log in from https:/login.salesforce.com

A

A. A My Domain Request can be reverted before deploying a dew domain
B. Visualforce page URLs will change

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14
Q

What is true regarding the News feature?

Choose 2
A. News provides news articles about customers, partners, competitors, and industries.
B. New articles are displayed in the Insights component
C. News can be displayed on accounts, contacts, leads, opportunities, and the Home page
D. News cannot be disabled once it is enabled

A

A. News provides news articles about customers, partners, competitors, and industries.
C. News can be displayed on accounts, contacts, leads, opportunities, and the Home page

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15
Q

Dynamic Computing would like to manage sales tasks differently for their computer system sales and computer accessories sales, and display different fields for each. How can this requirement be met?

Choose 2
A. Page layouts
B. Record Types
C. Sales process
D. Formula fields

A

A. Page layouts
B. Record Types

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16
Q

Cosmic Lights uses the standard Contact object to store information about people associated with B2B companies who purchase the products manufactured by the company. A custom object is used to store information about sales orders. When a person associated with a company purchases a product, a custom field on that person’s contact record is updated by a salesperson manually. When this field is updated, a Salesforce survey should be sent to the person to gather certain information, such as the reason behind the purchase and how their previous purchases influenced the recent purchase decision. What solution should be recommended to meet this requirement?

Choose 1
A. Create an auto-response rule that sends a survey invitation when the value of the custom fields change
B. Create an outbound message that is sent to a third-party survey application when the value of the custom fields changes
C. Create an Apex trigger that sends a survey invitation to the contact when the value of the custom fields changes.
D. Create a flow that sends a survey invitation to the contact automatically when the value of the custom field changes.

A

D. Create a flow that sends a survey invitation to the contact automatically when the value of the custom field changes.

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17
Q

Global finance has a B2B business model. The sales reps can provide a discount on their wide range of products depending on the customer. The Sales manager wants to control and approve the discount percentage every sales rep can offer. Which solution will help to achieve this with minimal customization?

A. Define an Approval process
B. E-mail to case feature
C. Sales rep can send an e-mail to request approval
D. Validation rule to approve the discount

A

A. Define an Approval process

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18
Q

A user would no longer like to receive updates about a certain post in their feed. What feature should be used?

A. Mute Post
B. Hide Post
C. Unsubscribe Post
D. Remove Post

A

A. Mute Post

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19
Q

Global Insurance has recently switched to Lightning Experience. Service Agents complain about having to wade through Performance Charts and Top Deals, instead of New Cases on the Home Page. Sales Representatives, on the other hand, refuse to accept any changes to the current Home Page. How can a Salesforce Administrator address the needs of Sales Representatives and the Service Agents?

Choose 1
A. Use Visualforce to customize the Home page to dynamically display based on profile
B. It is not possible to customize the Home Page in Lightning Experience
C. Advise users that they can customize their own Home Page
D. Use the Lightning App Builder to customize the Home Page for different profiles

A

D. Use the Lightning App Builder to customize the Home Page for different profiles

20
Q

A Salesforce administrator is training new employees new to Salesforce on the basic data model. What can an object in Salesforce be compared to?

Choose 1
A. A way of sharing data
B. A method of accessing data programmatically
C. A component of the user interface
D. A table of data with records and fields

A

D. A table of data with records and fields

20
Q

A Digital Marketing Executive working at Cosmic Innovation set up and LinkedIn account for the company which now has thousands of connections. The Marketing Vice President is looking for a way to generate prospects from the company’s existing LinkedIn connections by sending them an e-mail campaign. Which of the following are required to automatically add leads to Salesforce from LinkedIn?

Choose 3
A. Lead Gen Field Mapping
B. Lead Process
C. Custom HTML Form
D. LinkedIn Lead Gen Form
E. LinkedIn Ad Account

A

A. Lead Gen Field Mapping
D. LinkedIn Lead Gen Form
E. LinkedIn Ad Account

20
Q

A Salesforce Administrator wants to insert records using Data Loader, but he does not have access to his email where the security token has been sent. How can he proceed?

Choose 1
A. Add the IP address to the trusted IP ranges
B. Raise a Case to Salesforce Support
C. Ensure that the IP address is not within the restricted IP range
D. Uncheck ‘Use Security Token’ in Data Loader settings

A

A. Add the IP address to the trusted IP ranges

21
Q

After an Account Plan is completed it goes to a Sales manager for approval. A Sales manager has reviewed the plan but would like to update one of the fields in the plan before approving it. What is the true regarding editing records that have been submitted for approval?

Choose 2
A. It is possible for a currently assigned approver to edit a record locked by an approval process
B. The Sales Manager would need to reject the record to unlock and edit it
C. An administrator can edit a record that is locked by an approval process
D. Once a record is submitted, it is locked and cannot be edited at all

A

A. It is possible for a currently assigned approver to edit a record locked by an approval process
C. An administrator can edit a record that is locked by an approval process

22
Q

Which of the following is true regarding the addition of an identity verification method to a user’s account?

Choose 1
A. An e-mail confirmation is sent to the user if a new identity verification method (e.g. mobile phone) is added
B. Salesforce calls the user to confirm the identity verification method is valid
C. Salesforce blocks the added identity verification method until the e-mail is confirmed
D. Only a Salesforce Administrator can add identity verification methods for user

A

A. An e-mail confirmation is sent to the user if a new identity verification method (e.g. mobile phone) is added

23
Q

On what objects can duplicate rules be configured?

Choose 3
A. Lead
B. Product
C. Contact
D. Custom Objects
E. Opportunity

A

A. Lead
C. Contact
D. Custom Objects

24
Q

A Salesforce Administrator wants to give another user the ability to assign one type of permission set designated for certain roles. how can this be accomplished?

Choose 1
A. Change the permission set settings on the object in question
B. Change the user’s profile to system administrator so that they have the ability to assign permission sets
C. Create a new profile and assign permission sets to it
D. Make the user a delegated administrator and enable the delegated administrator to assign the designated permission set

A

D. Make the user a delegated administrator and enable the delegated administrator to assign the designated permission set

25
Q

Which of the following statements are true about accessing telephony features in Salesforce using Sales Dialer

Choose 3
A. It supports incoming and outgoing calls
B. It supports recording calls using an additional plugin
C. It is only available in Lightning Experience
D. Users can call by clicking on phone number fields
E. It requires a feature license in lightning Experience and Salesforce Classic

A

A. It supports incoming and outgoing calls
C. It is only available in Lightning Experience
D. Users can call by clicking on phone number fields

26
Q

Which of the following settings can be defined during report creation?

Choose 3
A. Subscription settings
B. Subscription Conditions
C. Data filters
D. Groupings
E. Charts

A

C. Data filters
D. Groupings
E. Charts

27
Q

Which of the following types of fields can be used as the controlling field in a field dependency?

Choose 2
A. Formula Field
B Custom Multi-Select Picklist
C. Custom Picklist
D. Standard Checkbox

A

C. Custom Picklist
D. Standard Checkbox

28
Q

As a Sales Manager, John is finding that he is adding the same people to his opportunity team and is looking for a more efficient way of managing his opportunities. What is true regarding Opportunity Teams?

Choose 2
A. The default Opportunity Team cannot be added in the Salesforce mobile app
B. If defined, a default Opportunity Team can be added with two clicks
C. It is not required for every team member to have a role defined in the Opportunity Team
D. John can set up a default Opportunity Team in his personal settings

A

B. If defined, a default Opportunity Team can be added with two clicks
D. John can set up a default Opportunity Team in his personal settings

29
Q

Cosmic Innovation has recently started using Service Cloud for case management and has set up Email-to-Case to automatically create cases from email messages sent to customers. A training developer hired by the company is creating a training manual for its support agents. It should include detailed instructions about using various Service Cloud features, including the email publisher in the case feed to answer customer questions. Which of the following capabilities should the training developer keep in mind while creating content about working with e-mails in Lightning Experience?

Choose 3
A. An image uploaded as a static resource can be inserted using an action
B. An e-mail and its merge fields can be previewed before the email is sent to the customer
C. A user can look up contact email addresses in To, CC, and BCC fields, and filter them using field values.
D. When a user composes, replies, or forwards an email, its working draft is saved every few seconds
E. A table can be added to the body, and its content can be styled using the email composer’s actions menu

A

B. An e-mail and its merge fields can be previewed before the email is sent to the customer
D. When a user composes, replies, or forwards an email, its working draft is saved every few seconds
E. A table can be added to the body, and its content can be styled using the email composer’s actions menu

30
Q

What is true regarding the Path feature in Salesforce

Choose 2 answers
A. Only required fields can be defined for each step of the process
B. Only one Path can be defined for an object
C. Path is available for Lightning Experience and the Salesforce mobile app
D. Path can be used in a number of objects including leads, opportunities, quotes, contracts, orders, and custom objects

A

C. Path is available for Lightning Experience and the Salesforce mobile app
D. Path can be used in a number of objects including leads, opportunities, quotes, contracts, orders, and custom objects

31
Q

The support manager of an organization informed the Salesforce Administrator of the organization’s team expansion. She will have 15 different support teams supporting different product ranges. How can the Salesforce Administrator reduce the overhead of identifying and routing cases to different teams based on the product they support?

Choose 1
A. Use Matching Rules to automate how the cases are being routed
B. Use Email-to-Case functionality to automate case routing
C. Use Case Assignment rules to automate case routing
D. Use a Case Assignment rule and queues to automate case routing

A

D. Use a Case Assignment rule and queues to automate case routing

32
Q

What happens when a lead is converted?

Choose 2
A. The lead is visible in the Leads tab with a status of ‘Converted’ by default
B. Opportunities are always created for converted leads
C. The owner of the records created can be selected right before conversion
D. A name is generated automatically for the opportunity during the lead conversion process

A

C. The owner of the records created can be selected right before conversion
D. A name is generated automatically for the opportunity during the lead conversion process

33
Q

What is true regarding the ability to format Chatter posts with rich test?

Choose 3
A. Rich text includes bold, italic, underline, bullet, and numbered lists
B. Formatting posts with rich text is a Chatter setting that can be enabled or disabled
C. Rich text allows the insertion of a hyperlink or an image to a post
D. Rich text allows typeface selection and text effects like shadows and highlights
E. Text posts, questions, polls, and posts

A

A. Rich text includes bold, italic, underline, bullet, and numbered lists
B. Formatting posts with rich text is a Chatter setting that can be enabled or disabled
C. Rich text allows the insertion of a hyperlink or an image to a post

34
Q

What are the different ways that data can be backed up?

Choose 2
A. Send an email request to Salesforce to export a copy of all data
B. Schedule and daily data backup using Data Export
C. Run a backup manually using Data Export
D. Export data using Data Loader

A

C. Run a backup manually using Data Export
D. Export data using Data Loader

35
Q

The Salesforce Administrator needs to set up organization-wide default setting for all the standard and custom objects. Which of the following is true regarding organization-wide default settings?

Choose 1
A. ‘Public Read Only’ is only available for standard objects
B. ‘Private’ setting is only available for custom objects
C. ‘Controlled by Parent’ setting is only available for custom objects
D. ‘Public Read/Write/Transfer’ setting is only available for Cases and Leads

A

D. ‘Public Read/Write/Transfer’ setting is only available for Cases and Leads

36
Q

Tim works for a Support Center that is looking to streamline their case management. Currently, all cases are routed to a single user who then manually assigns them to support reps. The support center handles all cases based on the Geography field selected on the case. Which of the following combination of configuration options could Tim suggest to help automate their Case Management?

Choose 2
A. Setting up an email notification to an administrator when a case is created
B. Setting up queues based on Geography
C. Creating an approval process to standardize case resolution
D. Created a Case Assignment rule

A

B. Setting up queues based on Geography
D. Created a Case Assignment rule

37
Q

What type of validation does Salesforce do when it checks if a record’s values adhere to the field formats specified or that the values do not exceed the maximum field length?

Choose 1
A. Page layout validation
B. System validation
C. Required validation
D. Custom validation

A

B. System validation

38
Q

Which of the following are standard objects available in Salesforce?

Choose 3
A. Account
B. Position
C. Case
D. Role
E. Campaign

A

A. Account
C. Case
E. Campaign

39
Q

Cosmic Road has multiple Case record types and is looking to implement a support process. How do you record types related to business processes?

Choose 1
A. Multiple business processes can be related to one record type
B. A business process is related to only one record type
C. A business process can be associated with multiple records types
D. A business process can be used instead of a record type

A

C. A business process can be associated with multiple records types

40
Q

A user created a new list view and wants to share it with the colleague. Which of the following is true about the list view sharing settings that will be available for the user to select?

Choose 1
A. The user who created the list view always has the option to share the list view to all users, public groups, and certain roles
B. Only the person creating the list view can access it at any time
C. The option to share the list view to all users is always available
D. It depends on whether the user creating the list view has the necessary permission either through their profile

A

D. It depends on whether the user creating the list view has the necessary permission either through their profile

41
Q

Cosmic Pawn Services is considering the creation of a phone channel using Salesforce to provide another option to new and existing customers for reaching the support department when they have questions related to pawning personal items for a loan. Which of the following are features that Computer Telephony Integration (CTI) can offer when it is used to integrate an existing phone system with Salesforce?

Choose 3
A. Click to dial functionality allows calling customers from records
B. Automated call logging generates call log activity records for external calls
C. Screen pop on incoming calls offers information about the caller
D. Route calls to agents’ mobile devices to ensure 100% coverage
E. Convert voicemails into SMS using speech-to-text technology

A

A. Click to dial functionality allows calling customers from records
B. Automated call logging generates call log activity records for external calls
C. Screen pop on incoming calls offers information about the caller

41
Q

What is required in order to use the Data loader client application if the IP address has not been added to the list of trusted IP ranges?

Choose 2
A. Captcha verification
B. Web Server OAuth token
C. Username and password
D. Security token

A

C. Username and password
D. Security token

42
Q

Quotes that are discounted more than 20% need approval from the Sales Director. How can this requirement be met?

Choose 1
A. Create an approval process on the opportunity with an entry criteria on the opportunity discount percentage
B. Create a record-triggered flow to assign the quote to the Sales Director
C. Create an approval process on the quote with an entry criteria on the quote discount percentage
D. Create a validation rule to check the discount percentage

A

C. Create an approval process on the quote with an entry criteria on the quote discount percentage

43
Q

The Sales Manager has requested a report of the feeds on certain objects. What is required to keep track of the feed activities on a record?

Choose 1
A. Use the standard feed report type for the report
B. Go to the Activities list view and configure a chart
C. Create the report using an app in App Exchange
D. Build the report based on a custom report type

A

D. Build the report based on a custom report type

44
Q

Cosmic Solutions would like to send a customer support survey to related contacts for cases that originate from the web with a ‘Case Reason’ that is equal to ‘Product Inquiry’ when the case is closed Which of the following are viable solutions to complete this requirement?

Choose 3
A. Enable Surveys in the org and create a Survey to send to recipients
B. Create a batch Apex trigger that runs nightly, querying all cases to check if the criteria are met and triggering outbound messages when met
C. Build the survey of the Content builder
D. Distribute survey invitations via Flow
E. Send survey invitations directly from the object’s record page by clicking ‘Send Survey’

A

A. Enable Surveys in the org and create a Survey to send to recipients
D. Distribute survey invitations via Flow
E. Send survey invitations directly from the object’s record page by clicking ‘Send Survey’

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