Salesforce Administrator

Question 1

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 1

Cases will use Feed Layouts rather than standard Page Layouts.

Question 2

Universal Containers wants to create a Workflow Rule to send an email alert to members of its Board of Directors, none of whom use Salesforce.
How many of the board members can be added to a single Email Alert?

Answer 2

Up to 5 additional email addresses can be added to the Email Alert.

Question 3

Ursa Major Solar has an opportunity record with a close date of November 15, which fulfills the criteria of a time-dependent workflow rule. The time-dependent action is scheduled for November 8. The opportunity is edited before November 8, however, and no longer meets the criteria. What happens to the time-dependent action?

Answer 3

It is automatically removed from the queue. Time-dependent actions remain in the workflow queue only as long as the workflow rule criteria are still valid. If a record no longer matches the rule criteria, Salesforce removes the time-dependent actions queued for that record.

Question 4

Ursa Major Solar is using products and price books.

Which two items should an administrator take into considerations about these features?

Answer 4

A product can have a different list price in different price books.

The standard and list price for a product can be listed in more than one currency.

Question 5

Universal Containers has a complex sales process with multiple record types, each shared with all Profiles. Some users complain about the Record Type selection screen when creating new Opportunities.

Which two actions should the System Administrator take to allow these users to bypass choosing a Record Type?

Answer 5

Remove Record Types from the users’ Profiles.

Instruct users to update the Default Record Type in My Settings.

Question 6

Universal Containers regularly imports Accounts from an external order system that has its own ID field for each record.

What should the System Administrator do to help prevent duplicates during these imports?

Answer 6

Create a unique External ID field on Accounts in Salesforce for matching.

An External ID field contains record identifiers from a system outside of Salesforce.

Question 7

A Finance user with the “View All Data” permission enabled sees no Opportunities when opening a Sales pipeline report. However, a Sales Rep sees Opportunities as expected.

Which two actions should a System Administrator perform to resolve this problem?

Answer 7

Update the report filter to show All Opportunities.

Select Save Hierarchy Level on the pipeline report.

Question 8

Ursa Major Solar is importing data and has many records that do NOT meet the data validation criteria.

What will occur?

Answer 8

The import process will fail, but only for the records with invalid data.

Salesforce runs validation rules on records before they are imported. Records that fail validation are not imported.

Question 9

Universal Containers has a sales team focused on renewals. They will use many of the same Opportunity fields as other teams, but need different Stage values.

What should the System Administrator update to support this requirement?

Answer 9

Stage Selected Values in the Sales Processes.

(Use multiple business processes to display different picklist values according to each user’s profile.)

Question 10

A user is unable to log in to Salesforce. What should a Salesforce Administrator do?

Answer 10

View the user’s login history.

Viewing the user’s login history will give the admin information as to why the user is unable to login, and insight into how to solve the issue.

Question 11

How long is data stored in the Recycle Bin?

Answer 11

Deleted records remain in the Recycle Bin for 15 days, and can be restored during that time.

Question 12

Salesforce users at Universal Containers complain that global search returns too many records.

Which two configurations should a System Administrator perform to help users manage search results?

Answer 12

Specify the Search Filter Fields for the object’s search layout.

Reduce the number of records displayed for each object in the Search Results page.

Question 13

What should the System Administrator check when users are unable to find a Custom Report Type?

Answer 13

Make sure the new Report Type is deployed.

(Mark the report as “deployed” when the report is ready to be available.)

Question 14

A Delegated Administrator at Universal Containers cannot edit the Created Date field for the Account record.

What reason should the System Administrator give for why this is occurring?

Answer 14

This is a System Audit field and it is Read-Only for existing records.

(Created date is when the record was created. Created Date fields have defaulted on create and cannot be changed.)

Question 15

Universal Containers uses a private sharing model for Cases. Each product line has several product specialists who want to have visibility to all Cases involving their product line.

How should the System Administrator meet this requirement?

Answer 15

Create a pre-defined Case Team for each group of product specialists and assign the team using Case Assignment Rules.

(A case team is a group of people that work together to solve cases.)

Question 16

Universal Containers wants to allow potential customers to submit Cases for technical inquiries. They do not have resources to set up a call center and need to make support available through another means.

Which two options should they consider?

Answer 16

Generate Web-to-Case HTML code to add to the website.

Adding a link to a specified routing address for Email-to-Case.

Question 17

The marketing team is asked to provide branding and messaging for email templates to be used throughout the customer support process.

In which two locations can the System Administrator implement customer-facing email templates with respect to Cases?

Answer 17

Case Auto-response Rules.
(Auto-response rules let you automatically send email responses to lead or case submissions based on the record’s attributes.)

Support Reps’ Send Email options.
(These options let you create email templates for support users.)

Question 18

Which two actions allow the System Administrator to limit Chatter access during roll-out to a subset of Salesforce users?

Answer 18

Edit a Profile to “Enable Chatter” for the subset of users.

Create a Permission Set with the “Enable Chatter” permission for the subset of users.

Question 19

Ursa Major Solar wants to assign feature licenses to user records in Salesforce. What are two feature licenses that can be assigned in this situation?

Answer 19

Service Cloud User.

Knowledge User.

Question 20

Ursa Major Solar recently purchased 15 new Salesforce licenses.
How many users can an administrator create at the same time on the add multiple users page?

Answer 20

A maximum of 10 users.

Question 21

Ursa Major Solar is adding objects to a custom report type.

How many objects, maximum, can be added to this report type?

Answer 21

Four as long as the objects have associations.

Each report type must specify a primary object and may optionally include other related objects. Up to four objects may be linked in a report type.

Question 22

The support group at Ursa Major Solar has the following requirements:
• Agents need to capture different information for product support and inquiry cases.
• The lifecycle for inquiry cases should have fewer steps than the lifecycle for product support cases.

Which three features should an administrator use to meet these requirements?

Answer 22

Support processes, Page layouts, and Record types.

Question 23

An Administrator at Ursa Major Solar is converting a lead and needs to capture custom lead data on the converted contact.

What should the administrator do to accomplish this goal?

Answer 23

Map custom lead fields to custom contact fields.

When leads are converted lead records, standard lead fields map to contact, account, person account, and opportunity fields. Custom fields map to newly created records.

Question 24

Ursa Major Solar uses the following:
• Private data access model for cases
• Support agents, who own cases
• Product specialists who occasionally need access to cases in their product line

What are two actions that will allow the appropriate access in this scenario?

Answer 24

Case owners manually add product specialists to ad hoc case teams.

Administrators configure pre-defined case teams and assignment rules.

Question 25

The administrator at Ursa Major Solar needs to provide information for total Salesforce licenses, used licenses, and the remaining Salesforce licenses. Where in setup can this information be found?

Answer 25

Company Information.

Question 26

An administrator at Ursa Major Solar wants to allow a sales user to relate an opportunity to a campaign. What are two ways to accomplish this goal?

Answer 26

• Utilize the campaign influence related list on the opportunity.
• Choose the primary campaign source for the opportunity.

Question 27

A new approval process is being adapted by Ursa Major Solar. After an opportunity has been approved, the contract is sent to the customer for signature as the final step in that process.

How can the administrator implement this functionality?

Answer 27

Install an app from the AppExchange.

Question 28

What are two reasons a user cannot be deactivated?

Answer 28

• The user is a Customer Community Administrator.
• The user is the recipient of Workflow Email Alerts.

Question 29

Ursa Major Solar has selected report folders that are shared with a small group of users who are on Lightning Experience. The administrator needs to prevent these users from customizing the information in the reports. What should the administrator do to achieve this goal?

Answer 29

Lock report filters.

Report filters can be locked to prevent viewers from changing the filter settings.

Question 30

An administrator at Ursa Major Solar is setting up case feed.

What should the administrator consider?

Answer 30

Chatter feed tracking must be enabled for the case object.

Enabling Case Feed actions and feed items gives your users access to both standard actions they’ll need when working with cases, such as Email and Change Status, and to feed items related to those actions.

Question 31

A System Administrator created a workflow rule that sends email alerts when a Case with a high priority is created. A new Support Engineer who works remotely at Universal Containers complains about not receiving the email alerts. All other users at Universal Containers receive these email alerts. How can a Salesforce Administrator troubleshoot this issue?

Answer 31

Verify the user’s email address.

Question 32

Universal Containers has a complex sales process with multiple record types, each shared with all Profiles. Some users complain about the Record Type selection screen when creating new Opportunities.
Which two actions should the System Administrator take to allow these users to bypass choosing a Record Type?

Answer 32

• Instruct users to update the Default Record Type in My Settings. (Set an option to automatically insert your default record type when you create records.)
• Remove Record Types from the users’ Profiles. (Each profile is associated with a single record type; users will never be prompted to select a record type when creating records.)

Question 33

Which two best practices are recommended prior to mass-deleting records?

Answer 33

• Schedule a weekly data export and download the backup zip files.
• Run and export a report to archive data before deletion.

Question 34

How should a sales rep create an all-day event in Salesforce?

Answer 34

Check the all-day event checkbox on the event.

Question 35

Ursa Major Solar has a social marketing team set up as a public group. A sales representative would like to engage the social marketing team on one opportunity.

What should the sales representative do to ensure the social marketing team can access the opportunity?

Answer 35

Manually share the record with the public group.

Manual sharing gives other users access to certain types of records, including accounts, contacts, and leads.

Question 36

Ursa Major Solar uses a validation rule to prevent invalid data. What are three conditions where this rule is used?

Answer 36

• When records are imported.
• When records are edited and saved by a user.
• When records are submitted using web-to-lead.

Question 37

Recently, one of Ursa Major Solar’s (UMS) competitors lost critical data after a powerful hurricane caused multiple power outages.

UMS needs to ensure that its Salesforce data is backed up and protected from such an event.

Which two statements are true regarding this goal?

Answer 37

• UMS can use Salesforce’s weekly or monthly backup service, which is provided via a zip file. (A Salesforce org can generate backup files of your data on a weekly or monthly basis, NOT daily.)

• UMS can download an app from the AppExchange. (AppExchange is the leading enterprise cloud marketplace with ready-to-install apps, solutions, and consultants that let you extend Salesforce.)

Question 38

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

Answer 38

Campaign Influence.
(Use Campaign Influence to relate multiple campaigns to an opportunity.)

Question 39

Ursa Major Solar uses Validation Rule Fields.

What are two of these fields?

Answer 39

• Error Condition Formula.
(An error Condition Formula is the expression used to validate the field.)

• Error Message.
(An error message displays to the user when a field fails the validation rule.)

Question 40

Universal Containers 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 40

Assignment Rules and Queues.
(Assignment rules automate support processes. Queues prioritize, distribute, and assign records to teams who share workloads.)

Question 41

What two valid assignee options should an administrator use to configure case assignment rules?

Answer 41

User and Queue can be assigned to a case.

Question 42

Ursa Major Solar needs to transfer records from one user to another user during a mass transfer of account records.

Which two record types can be used for this transfer?

Answer 42

• Open cases

• Closed cases

Question 43

A user’s profile can be controlled by which three settings?

Answer 43

• Record type assignment
• Security at the field-level
• Assigned apps

Question 44

Which Salesforce tool should an administrator use to better understand all of the configuration changes that have been made from January 1 through July 1?

Answer 44

Setup Audit Trail.
(The Setup Audit Trail tracks all changes made or actions performed within an org for the previous 6 months.)

Question 45

What should a System Administrator do to organize the fields available on a report?

Answer 45

Create a custom report type.
(Add and remove fields on a report by creating a custom report type.)

Question 46

The administrator at Cloud Kicks want to update the Account with the number of records on a custom object.

How should the administrator fulfill this requirement?

Answer 46

Create a Flow.
(Use the debug option in Flow Builder to test a new flow or troubleshoot a flow that fails.)