Salesforce Ben Practice Exam

Question 1

What is NOT a lockout effective period in Salesforce?

15 minutes
30 minutes
60 minutes
1 day
Forever

Answer 1

1 day

An Administrator can set a lockout effective period in Password Policies, selecting from 15 minutes, 30 minutes, 60 minutes and forever (until reset by an Admin). There is no option to set the lockout period to 1 day.

Question 2

What should the Administrator recommend if a user forgets their password and needs it reset? The user is not locked out and the company does not use single sign on.

The Administrator can unfreeze the user
The user can reset their own password by clicking ‘Forgot Password’ on the login page
The Administrator can unlock the user
The Administrator can reset the user’s password from the user record using ‘Change Password’

Answer 2

The user can reset their own password by clicking ‘Forgot Password’ on the login page

In our scenario, we know the user is not locked out, so their user record does not need to be unlocked. There is also no need for the Administrator to reset the user’s password as they are able to do it themselves by clicking ‘Forgot Password’ on the login page.

If the company used single sign on, the user would not be able to reset their own password via the login page.

The Administrator does not need to unfreeze the user in this scenario.

Question 3

Cloudy Computing has a custom picklist field for “Team” on the Opportunity object. They would like the same picklist field and picklist values to appear on Account, Contact and various custom objects as well. What feature of Salesforce could support this?

Custom Picklist Value Set
Global Picklist Value Set
Master Picklist Value Set
Universal Picklist Value Set

Answer 3

Global Picklist Value Set

A global value set can be used to share and restrict values across objects and custom picklist fields. Any custom picklist using the global value set will be restricted to values listed in the global value set by default.

Question 4

What do Record Types control? (Choose 3)

 Path
 Fields
 Picklist Values
 Page Layouts
 Lightning App Builder Record Page Layout

Answer 4

Path
Picklist Values
Page Layouts

Record Types control the Path, available Picklist Values and the Page Layout.

Question 5

Frequently, when customers call Cloudy Computing for product support, they do not have their product serial number to hand and have to call back. Cloudy Computing uses Screen Flows to ensure the customer support reps gather all required information. When a customer has to call back, the customer service team loses all the data they have gathered and have to restart the Screen Flow when the customer calls back. What would you recommend to improve the process?

Freeze Interview
Pause Interview
Stop Interview
Hold Interview

Answer 5

Pause Interview

An Administrator can configure a flow so that it can be paused and resumed. Once enabled, the “Pause” button will appear on every screen that has pause enabled.

Question 6

As Cloudy Computing is rapidly expanding, they are hiring many new sales team members. The existing team is having a hard time training up the new recruits on the Opportunity process. As the Salesforce Administrator, how could you support? (Choose 2)

Create a Path for the Opportunity sales process
Add a Kanban component to the Opportunity page
Add key fields and guidance for each stage in the sales process
Add a rich text component to the Lighting page, detailing the full sales process

Answer 6

Create a Path for the Opportunity sales process
Add key fields and guidance for each stage in the sales process

There is no Kanban component for the Opportunity page layout: Kanban is used with list views.

Although an Administrator could add a rich text component with details of the sales process, this wouldn’t be a very practical or elegant solution.

The Administrator should create a Path for the Opportunity sales process and add key fields and guidance for each stage. Path enables you to quickly and easily guide reps through a process, highlighting any important information.

Question 7

Cloudy Computing would like to perform a backup of all internal systems every week. What feature could be used to ensure that Salesforce is backed up every week?

Schedule Data Loader
Data Export Service
Import Wizard
Export Wizard

Answer 7

Data Export Service

The Data Export Service can be used to schedule a weekly export of Salesforce for backup purposes.

Question 8

The standard values for forecast categories are:

Pipeline, Best Case, Commit, Omitted, Closed
Pipeline, Best Case, Commit, Omitted, Won, Lost
Prospect, Best Case, Commit, Omitted, Closed
Pipeline, Best Case, Confirmed, Omitted, Closed

Answer 8

Pipeline, Best Case, Commit, Omitted, Closed

The standard values for forecast categories are Pipeline, Best Case, Commit, Omitted, and Closed.

Question 9

Cloudy Computing, a US based company, have recently opened a small European office in France. The European team is requesting that their language should be French. To ensure all users have the correct language, what should the Administrator suggest?

Change the default language to French via the Company Information page in Setup
Change the default language to French via the Org Settings page in Setup
Change each user’s default language for them in User Settings
Recommend the French users change their default language in Personal Settings

Answer 9

Recommend the French users change their default language in Personal Settings

The default language for an org is set on the Company Information page. An Administrator can set a different default language when creating or editing a User record. Users can change their default language via the Language and Time Zone settings in their Personal Settings.

In this example, only a small number of users require a different language so the company default should remain English. Whilst the Administrator could manually update the language settings for each French user, it would be best practice to show the users how they can change their own language settings in Personal Settings.

Question 10

Cloudy Computing has Trusted IP Ranges defined for extra security. A user is trying to login from outside the trusted IP ranges that have been defined. What will happen in this scenario?

The user will not be able to login
The user will be able to login with no additional verification
The user will receive a verification code that will then enable them to login
The user will need to contact the Administrator to grant them access to Salesforce

Answer 10

The user will receive a verification code that will then enable them to login

An Administrator can specify a list of Trusted IP addresses that applies to every user in the organization via Network Access. If a user logs in from a trusted IP address they will not receive a login challenge.

If users try to login from outside the trusted IP range, they will be sent an verification code. Once the code is entered, they can access Salesforce.

Question 11

What is TRUE about Custom Report Types? (Choose 2)

You can create Custom Report Types that can pull data from external systems
You can add up to four objects in one Custom Report Type
You can add fields from additional related objects
You can override standard reports with Custom Report Types

Answer 11

You can add up to four objects in one Custom Report Type
You can add fields from additional related objects

When creating a Custom Report Type, you choose 1 primary object and upto 3 child objects, so a Custom Report Type can have 4 objects in total.

Question 12

The VP of Sales at Cloudy Computing should be notified and approve every Opportunity with a discount greater than 30%. As the Administrator, what solution should you recommend?

Send an email alert to the VP of Sales using Workflow
Use Process Builder to create an approval record and assign to the VP of Sales
Create an Approval Process with an entry criteria on the Discount % field on the Opportunity
Create an Approval Process with an entry criteria on the Amount field on the Opportunity

Answer 12

Create an Approval Process with an entry criteria on the Discount % field on the Opportunity

An Approval Process should be created on the Opportunity object with entry criteria stating that the Discount % value must be greater than 30%.

Question 13

Cloudy Computing would like to be able to generate Quotes from Salesforce. Quotes should contain the Account Name, Amount and any discount. Quotes should also be able to be emailed to customers from Salesforce. As the Salesforce Administrator, what would you suggest?

Create a custom object called “Quotes”
Choose a tool from the AppExchange
Use the standard object “Quotes”
Use an Apex trigger to automatically generate a Quote from an Opportunity

Answer 13

Use the standard object “Quotes”

A Salesforce Administrator can enable the native Quotes functionality in Salesforce.

Quotes can be generated from an Opportunity and it’s related products. A Quote can be configured to display certain fields, including Account, Amount and Discount. Each Opportunity can have multiple associated Quotes, but only one can be synced with an Opportunity at any time. When a Quote and an Opportunity are synced, any change to line items in the quote syncs with Products on the Opportunity, and vice versa. Quotes can be generated as PDFs and emailed directly to customers from Salesforce.

Question 14

Ava, the Admin at Cloudy Computing, has set up a Process Builder that updates the Customer Priority field on the related Account to “High” and sends an email alert to the VP of Sales, when an Opportunity is closed won with an Amount of over $500,000. There are many Accounts that already exist in Salesforce that have closed won Opportunities with Amounts greater than $500,000. What will happen to these records now that the Process Builder is in place? The Process Builder is set to start when a record is created or edited.

Nothing – existing records will never be processed
Existing records will automatically be processed if the Process Builder is set to start when “A record changes”
Existing records will be processed if they are edited and meet the Process Builder entry criteria
Existing records will be automatically processed if the Process Builder has recursion enabled in the advanced options

Answer 14

Existing records will be processed if they are edited and meet the Process Builder entry criteria

A record is processed by Process Builder when it is edited/updated and meets the entry criteria (if the process is set to start when a record is created or edited, not just when a record is created). If an existing Opportunity is edited that meets the criteria e.g. closed won with an Amount greater than $100,000, then it would be entered into the process and any actions would fire.

Question 15

The five types of AppExchange solutions are:

Apps, Bolt Solutions, Flow Solutions, Lightning Data, Components
Apps, Industry Solutions, Flow Solutions, Lightning Data, Components
Apps, Community Solutions, Flow Solutions, Lightning Data, Components
Apps, Classic Solutions, Flow Solutions, Lightning Data, Components

Answer 15

Apps, Bolt Solutions, Flow Solutions, Lightning Data, Components

The five types of AppExchange solutions are Apps, Bolt Solutions, Flow Solutions, Lightning Data, Components.

There is no such thing as Industry Solutions or Community Solutions. Bolt Solutions are ready made community templates based on industry specific criteria.

There is no such thing as Classic Solutions.

Question 16

When an Opportunity is closed won, an Order record should automatically be created. As the Administrator, what solution should you recommend?

Tick ‘Create Order’ on the opportunity record
Create an Order record using Process Builder
Create an Order record using Workflow
Create an Order record using APEX

Answer 16

Create an Order record using Process Builder

The Administrator should recommend using the ‘Create a Record’ action in Process Builder to create an Order record. The Process Builder can be triggered by Stage = Closed Won and the new Order record can be automatically filled with information from the Opportunity that started the process.

It would also be possible to do this using APEX, however, this would not be best practice as this requirement can be achieved declaratively using Process Builder.

Workflow does not give you the option to create records. There is no native ‘Create Order’ option on Opportunities.

Question 17

What is NOT a type of Macro?

Invokable Macro
Regular Macro
Irreversible Macro
Bulk Macro

Answer 17

Invokable Macro

There is no macro called “Invokable Macro”. The 3 types of macros are:

Regular Macro – these macros perform actions that can be undone, for example, the macro selects the correct email template but does not send it
Irreversible Macro – these macros perform actions such as sending an email to a customer and cannot be undone
Bulk Macro – these macros can run on multiple records at the same time

Question 18

Cloudy Computing are busy refining their support processes using Service Cloud. They have enabled Email-to-Case (yay!) but would also like the customer to receive email confirmation that their query has been received when submitting via Email-to-Case. What feature will meet this requirement?

Process Builder
Auto-Response Rule
Case-Response Rule
Email-to-Case

Answer 18

Auto-Response Rule

Auto-response rules can be set up by the Administrator to automatically send email responses when Cases are created. For example, you can send an automatic reply to customers to let them know you received their email query.

Question 19

Fields can be set to not-visible or read-only based on which of the following?

User License
Feature License
Role
Profile

Answer 19

Profile

An Administrator can control field access such as visibility and read-only based on Profile. This can be done by navigating to the field in ‘Fields & Relationships’ and choosing ‘Set Field-Level Security’.

Question 20

Cloudy Computing would like to be able to link related Cases together. As the Admin, what would you recommend?

Case Merge
Case Hierarchies
Lookup Field
Master-Detail Field

Answer 20

Case Hierarchies

Case hierarchies can be used to link Cases together. A user can complete the “Parent Case” field on the child case to create a Case hierarchy and relationship between Cases.

Question 21

Steve is a new sales team member at Cloudy Computing. As the Administrator, you created his user record and activated it. Today, he has contacted you saying he is unable to login to Salesforce. What is NOT a possible reason?

Steve did not verify his account using the ‘Verify Account’ link within 4 hours of receipt
Steve did not verify his account using the ‘Verify Account’ link within 7 days of receipt
Steve is using the wrong username
IP restrictions have been set up for the org and Steve is outside of set IPs

Answer 21

Steve did not verify his account using the ‘Verify Account’ link within 4 hours of receipt

There are many reasons why a user may not be able to login to Salesforce, ranging from incorrect username and password, to IP restrictions and Login Hours. Another common issue is when users do not activate their Salesforce account when they receive the initial verification email. The verification link expiration can be determined by the Administrator in Session Settings, choosing from 1 day, 7 days or 180 days.

Question 22

Data loss can occur from which of the following? (Choose 3)

Changing to a Number field from any other type of field
Changing from a Number field to a Text field
Changing from a Checkbox to any other type of field
Changing from a Multi-select Picklist to any other type

Answer 22

Changing to a Number field from any other type of field
Changing from a Checkbox to any other type of field
Changing from a Multi-select Picklist to any other type

Some examples of when data loss may occur when changing field types includes:

Changing to a Number field from any other type of field
Changing from a Checkbox to any other type of field
Changing from a Multi-select Picklist to any other type

Question 23

Validation rules are triggered:

Upon opening a record
Upon editing a record
Upon saving a record
Upon editing a field

Answer 23

Upon saving a record

Validation rules are triggered upon saving a record. Validation rules verify that the data a user enters in a record meets the requirements (rules) you specify before they can save the record. If a record meets the requirements it will be saved. If a record does not meet the requirements, an error message will be displayed.

Question 24

What are the three access levels you can grant to Report and Dashboard folders? (Choose 3)

 Viewer Access
 Private Access
 Editor Access
 Manager Access
 Public Access

Answer 24

Viewer Access
Editor Access
Manager Access

The three access levels you can grant to Report & Dashboard folders are Viewer, Editor and Manager.

Question 25

When a Lead is converted, which object can be optionally created?

Account
Contact
Opportunity
Case

Answer 25

Opportunity

When you convert a Lead in Salesforce you create an Account, a Contact and optionally, an Opportunity.

Question 26

The VP of Sales at Cloudy Computing would like to get a report of Opportunities grouped by sales stage. What kind of report would meet this requirement?

Summary
Tabular
Metric
All of the above

Answer 26

Summary

Summary reports allow users to group rows of data, view subtotals, and create charts. You can use this type for a report to show subtotals based on the value of a particular field.

Question 27

What is NOT a type of Workflow action?

 Email Alert
 Custom Notification
 Outbound Message
 Field Update
 Create Tasks

Answer 27

Custom Notification

Workflow supports 4 actions:

Create Tasks
Send Emails
Field Updates
Outbound Messages
Process builder is capable of more actions than Workflow, including sending customized notifications.

Question 28

In addition to a score, what other information does Einstein Opportunity Scoring provide to assist sales users close deals? (Choose 2)

Similar Deals
Recommended Next Steps
Top Positives
Top Negatives

Answer 28

Top Positives
Top Negatives

As well as providing a score, Einstein will indicate both positive and negative factors that contributed to the score. To view these factors in Lightning, simply hover over the score.

Positive examples:

Previous won opportunities with the related account
Opportunity moving quickly through the stages
High numbers of activities on the related account
Opportunity has an open quote
Negative examples:

Previous lost opportunities with the related account
Close date overdue or being pushed out
Low numbers of activities on the related account
Low success rate in the industry assigned to the related account

Question 29

As the Administrator for Cloudy Computing, you have created a custom object that is the detail object in a master-detail relationship with Account. What is TRUE about the OWD setting for the custom object? (Choose 2)

 The OWD will be Public Read/Write
 The OWD will be Public Read Only
 The OWD will be Controlled by Parent
 The OWD can be changed
 The OWD cannot be changed

Answer 29

The OWD will be Controlled by Parent
The OWD cannot be changed

When a custom object is on the detail side of a master-detail relationship with a standard object, the organisation wide default (OWD) is set to ‘Controlled by Parent’ and cannot be changed.

Question 30

When should you consider using the Data Import Wizard over the Data Loader?

You need to import more than 1,000,000 records
You require some deduplication
You need to import to custom objects only
You need field auto-mapping functionality

Answer 30

You require some deduplication

Both the Data Import Wizard and Data Loader support custom objects and field auto-mapping functionality.

The Data Import Wizard can import up to 50,000 records, the Data Loader can import up to 5,000,000.

You should consider using the Data Import Wizard over the Data Loader when you require some deduplication, as Data Loader does not offer this functionality. Using the Data Import Wizard, you can choose to dedupe data by selecting matching criteria such as Email or ID.

Question 31

Cloudy Computing often deals with complex Cases that involve contacting multiple Contacts at an Account. What feature of Salesforce could be used to support this and keep track of all Contacts involved with a Case?

Case Teams
Contact Teams
Contact Roles
Account Teams

Answer 31

Contact Roles

Contact Roles enable you to define which Contacts are involved in a Case and what their roles are. This feature makes it easier to quickly identify who to contact and when.

Question 32

When creating users, which of the following does NOT need to be selected in order to save the record?

 Profile
 Role
 Username
 User License
 Nickname

Answer 32

Role

Although Role is marked as required on the user record, you do not need to select one in order to save. Profile, Username, Email, User License, Alias, Nickname and Last Name are all required to create and save a user record.

Question 33

What is a Roll-up Summary field?

A Roll-up Summary field lets you rollback the data that was changed last week
A Roll-up Summary field is a field that aggregates child record information into the parent record
A Roll-up Summary field is a report formula field
A Roll-up Summary field is a field that aggregates parent record information into the child record

Answer 33

A Roll-up Summary field is a field that aggregates child record information into the parent record

A Roll-up Summary field is a field that aggregates child record information into the parent record. For example, if you implemented a Discount field at the Product level, you could roll that field value up to Opportunity level, giving you the total discount.

Question 34

Alistair and Andy are both on the Recruitment team at Cloudy Computing. They should both be able to review and edit Applications, however only Andy as the Manager, should be able to delete Applications. Both users are currently assigned the ‘Recruitment Team’ profile. How can this requirement be achieved in Salesforce?

Create a new custom profile for Andy
Create a new permission set and assign to Alistair
Create a new permission set and assign to Andy
Set up roles and ensure Andy is in a role higher than Alistair

Answer 34

Create a new permission set and assign to Andy

As the additional delete permission is only for a single user, there is no need to create a custom profile. It would be more efficient to create a permission set that includes the ability to delete Application records and assign it to Andy.

If Andy is assigned a role higher than Alistair he will gain visibility and access to records that Alistair owns. However, the role hierarchy will not grant Andy the permission to delete records.

Question 35

What is TRUE about converting a lookup relationship to a master-detail relationship? (Choose 2)

You cannot convert a lookup relationship to a master-detail relationship if there are roll-up summaries on the master object
You can convert a lookup relationship to a master-detail relationship as long as the lookup field contains a value in all the records
You can convert a lookup relationship to a master-detail relationship even if the lookup field does not contain a value in all the records
Converting a lookup relationship to a master-detail relationship changes the organization-wide default to Controlled by Parent and the sharing model is updated to public read/write

Answer 35

You can convert a lookup relationship to a master-detail relationship as long as the lookup field contains a value in all the records

Converting a lookup relationship to a master-detail relationship changes the organization-wide default to Controlled by Parent and the sharing model is updated to public read/write

In order to convert a lookup relationship to a master-detail relationship, the lookup field on every record must contain a value.

When you convert a lookup relationship to a master-detail relationship, it changes the organization-wide default to Controlled by Parent and the sharing model is updated to public read/write.

Question 36

Cloudy Computing have implemented Web-to-Case, adding a form to their website for customers to complete when they have an issue. This has greatly reduced the number of phone calls being received by the Service team which is fantastic! However, they are receiving a lot of spam via the Web-to-Case form. As the Salesforce Administrator, what do you advise?

 Enable Web-to-Case
 Enable ‘Require reCAPTCHA Verification’
 Create Duplicate Rules
 Block specific email addresses
 Enable ‘Require CAPTCHA Verification’

Answer 36

Enable ‘Require reCAPTCHA Verification’

When using Web-to-Case in Salesforce, you have the option to ‘Require reCAPTCHA Verification’. The reCAPTCHA widget requires customers to select a checkbox successfully before they can create a Case.

Question 37

Managers at Cloudy Computing would like to respond to approval requests via email. What is TRUE in this scenario? (Choose 3)

The Administrator can enable ‘Enable email approval response’ in the individual Approval Process
The Administrator can enable ‘Enable email approval response’ in Process Automation Settings
Approvers can respond with Yes/Approve/Approved
Approvers can respond with No/Reject/Rejected
The Administrator can define custom approval terms

Answer 37

The Administrator can enable ‘Enable email approval response’ in Process Automation Settings
Approvers can respond with Yes/Approve/Approved
Approvers can respond with No/Reject/Rejected

To allow users to respond to approval requests via email, the Administrator must enable ‘Enable email approval response’ in Process Automation Settings. This is not done in the individual approval process.

Approvers can say Yes/Approve/Approved or No/Reject/Rejected. Administrators cannot set up custom approval terms.

Question 38

In Lightning Experience, what are some of the filtering options available in group feeds? (Choose 3)

 All Updates
 Read Posts
 Unread Posts
 Posts with Comments
 Unanswered Questions

Answer 38

All Updates
Unread Posts
Unanswered Questions

In Lightning Experience, there are many filter options in group feeds to help you get to information you need. Filter options include:

All Updates—Shows all content in the feed.
Unread Posts—Limits the feed to the posts that you haven’t read. To see this filter, you must be a member of the group. A post is considered read when you’ve liked it, commented on it, edited it, scrolled by it, or viewed it in detail.
All Questions—Limits the feed to all questions posted through the question publisher.
Unanswered Questions—Limits the feed to all questions posted through the question publisher that don’t have an answer.
Questions with No Best Answer—Limits the feed to all questions posted through the question publisher where a Best Answer hasn’t been selected.
Questions with Best Answer—Limits the feed to all questions posted through the question publisher where a Best Answer is selected.

Question 39

Cloudy Computing would like Opportunity owners to receive an email 7 days before the Opportunity close date to ensure Opportunities are being worked or updated accordingly. As the Administrator, what solution should you recommend?

Send an email alert using an Approval Process
Send an email alert using Workflow
Send an email alert using Process Builder
Send an email alert using APEX

Answer 39

Send an email alert using Workflow

The Administrator should recommend an email alert sent using a Workflow rule and a time dependent action.

We could also accomplish this using Process Builder, however, best practice dictates that Workflow should be used unless your automation has IF/THEN statements.

It would be possible to do this using APEX, however, this would not be best practice as this requirement can be achieved declaratively.

Approval Processes can send email alerts, however an approval process is not needed to accomplish this requirement.

Question 40

Your company’s financial year starts in February and ends in January. As the Administrator, what must be done to make sure this is reflected in Salesforce? (Choose 2)

 Use the standard fiscal year
 Create a custom fiscal year
 Select the fiscal year start month
 Select the fiscal year end month
 Create custom periods

Answer 40

Use the standard fiscal year
Select the fiscal year start month

The standard fiscal year is suitable for any financial year that follows the Gregorian calendar which is a 365-day 12-month calendar period. A standard fiscal year can be used, regardless of the start month. A custom fiscal year is only required if the financial year does not follow the Gregorian calendar.

When defining a standard fiscal year, the Administrator will enter the fiscal year start month but is not required to enter a fiscal year end month.

Custom periods are not required for standard fiscal years.

Question 41

Cloudy Computing has multiple different record types for Opportunities. Users are complaining that it is tedious having to select a record type each time they create an Opportunity. As the Salesforce Administrator, what could you recommend?

Administrator can set the default record type at profile level
Users can set their default record type in Settings
No default record type can be chosen
Administrator can set the default record type at role level

Answer 41

Users can set their default record type in Settings

Although the Salesforce Administrator can set a default record type at profile level, if more than one record type is active, the default will simply be selected but the user will still see the record type selection screen.

We can reduce the navigation by skipping the record type selection screen (less clicks = happier users!). We can do this by advising users that they can set their default record type in Settings. Once they select their default record type, when creating a record they will no longer see the record type selection screen.

Question 42

Activities in Salesforce are made up of which of the following? (Choose 2)

Task: A task is a to-do item with no duration but that can optionally have a due date
Meeting: A meeting is a scheduled calendar meeting that has a duration and therefore requires a start time and an end time
Event: An event is a scheduled calendar meeting that has a duration and therefore requires a start time and an end time
Checklist: A checklist is a to-do item with no duration but that can optionally have a due date

Answer 42

Task: A task is a to-do item with no duration but that can optionally have a due date
Event: An event is a scheduled calendar meeting that has a duration and therefore requires a start time and an end time

Activities in Salesforce include Tasks and Events. A task is a to-do item with no duration but may optionally have a due date. An event is a meeting that has a duration and therefore requires a start date/time and an end date/time.

Question 43

Which of the following are standard Salesforce objects? (Choose 3)

Contract
Quote
Pricebook
Ticket

Answer 43

Contract
Quote
Pricebook

Some examples of standard Salesforce objects include Account, Contact, Lead, Opportunity, Contract, Quote, and Pricebook. Ticket is not a standard Salesforce object.

Question 44

At Cloudy Computing, the Sales team often works in the field, visiting customers, using the Salesforce mobile app to stay up to date on Salesforce. Many of their customers live in remote areas with no internet connectivity. What features could the Salesforce Administrator enable to support the Sales team? (Choose 2)

Enable caching in Salesforce for Android and iOS
Enable cookies in Salesforce for Android and iOS
Enable online create, edit, and delete in Salesforce for Android and iOS
Enable offline create, edit, and delete in Salesforce for Android and iOS

Answer 44

Enable caching in Salesforce for Android and iOS
Enable offline create, edit, and delete in Salesforce for Android and iOS

To allow viewing data while offline, the Administrator can select ‘Enable caching in Salesforce for Android and iOS’. Often, there is no need to do this, as this feature is automatically enabled the first time someone in the org installs the Salesforce Mobile app.

To allow updating records while offline, the Administrator can select ‘Enable offline create, edit, and delete in Salesforce for Android and iOS’. This option won’t be available if ‘Enable caching in Salesforce for Android and iOS’ is disabled.

Question 45

Cloudy Computing would like Ava the Admin to create a new field. The field should support formatting font e.g. Bold or Italic, inserting links and inserting images. What field type should be used?

 Text
 Text Area (Long)
 Text Area (Formatted)
 Text Area (Rich)

Answer 45

Text Area (Rich)

Text Area (Rich) fields support the formatting of text including:

Colour
Formatting Font (Bold, Italic, Underline, Strikethrough)
Format Body (Bulleted List, Numbered List, Indent, and Outdent)
Align Text (Left, Right, Center)
Insert Link
Insert Image

Question 46

Cloudy Computing is experiencing a large number of support tickets from Salesforce users. What feature could you, as the Administrator, leverage to enable easier troubleshooting?

Delegated Administration
Administrators Can Log In As Any User
Modify All Data
Remote Access

Answer 46

Administrators Can Log In As Any User

Administrators can enable ‘Administrators Can Log In As Any User’ in Setup > Security > Login Access Policies. When this feature is enabled, an Administrator can login as any user without requesting permission.

Question 47

As a global company, Cloudy Computing will occasionally have more than one sales team member working on an Opportunity. If the Opportunity is won, each sales team member should be recognized on the Opportunity and a percentage of the amount attributed to them. How can this be achieved?

Team Splits
Sales Splits
Opportunity Splits
Opportunity Team Splits

Answer 47

Opportunity Splits

Opportunity Splits can be used to distribute revenue from Opportunities among sales team members.

Question 48

Which of the following fields CANNOT be a controlling field for Dependent Picklists?

 Standard Picklist
 Custom Picklist
 Custom Multi-Select Picklist
 Standard Checkbox
 Custom Checkbox

Answer 48

Custom Multi-Select Picklist

Multi-select picklists can be dependent picklists but not controlling fields.

Question 49

What is TRUE about dynamic dashboards? (Choose 2)

A dynamic dashboard will refresh automatically several times a day
A dynamic dashboard will show data according to the user’s security settings
A dynamic dashboard must always be manually refreshed
In dynamic dashboards, the source reports used can vary according to the user

Answer 49

A dynamic dashboard will show data according to the user’s security settings
A dynamic dashboard must always be manually refreshed

Using dynamic dashboards, an Administrator can create a single dashboard instead of multiple dashboards, as each user will only see data they have access to based on their security and sharing settings. This can be configured by editing the dashboard properties and selecting View Dashboard As ‘The dashboard viewer’.

You can’t schedule refreshes for dynamic dashboards. They must be refreshed manually.

Question 50

Which of these features can be utilized on a page layout? (Choose 2)

Make a field required
Make a field read-only
Rename the label of a field
Add conditional highlighting to a field

Answer 50

Make a field required
Make a field read-only

We can edit the properties of fields on the page layout, making them ‘Read Only’ or ‘Required’.

Question 51

Cloudy Computing generates Leads from various sources such as web-to-lead, inbound sales calls and telemarketing. Leads should follow a qualification process that is dependent on where the Lead originated. How can this be achieved in Salesforce? (Choose 3)

 Page Layouts
 Record Types
 Lead Processes
 Lead Status Picklist Field
 Custom Picklist Field

Answer 51

Record Types
Lead Processes
Lead Status Picklist Field

When different processes are required to manage types of Leads, we can create multiple Record Types and Lead Processes.

A Record Type can have its own Lead Process. Lead Process values are determined by the Lead Status picklist field. A Lead Process can contain some or all of the values contained in the Lead Status field.

Question 52

Cloudy Computing has a custom Case assignment rule with multiple rule entries. A Case has been submitted that matches multiple rule entry criteria. How will Salesforce determine which user or queue to assign the Case to?

Case Assignment Rule Name
Rule Entries Order
Case Assignment Priority
Escalation Rule

Answer 52

Rule Entries Order

When adding rule entry criteria you also set the order. ‘Order’ determines the order in which the entry is processed, for example, 1 will be processed before 5. Salesforce will evaluate each entry in order until it finds a match. Once a match is found, it stops evaluating the rule entries and assigns the item. In our example, if our Case matched multiple entry criteria, the Case will be assigned to the queue or user in the first match found.

If our Case matches Account Type EQUALS Customer and Account SLA EQUALS Gold, the Case will match Account Type EQUALS Customer (as it is number 1 in the order) and will be assigned to the Customer Cases queue.

Question 53

While testing a new feature, the VP of Customer Service at Cloudy Computing has accidentally created 100 Cases in Salesforce. What is the quickest way to delete these?

Mass Delete Records
Data Loader
Import Wizard
Delete via a Report

Answer 53

Mass Delete Records

You can delete up to 250 Accounts, Leads, Activities, Contacts, Cases, Solutions, Products and Reports at one time using the Mass Delete Records function in Salesforce. Data Loader could also be used, however for 100 Cases, Mass Delete Records would be the better option.

Question 54

As Cloudy Computing are rapidly expanding, the Salesforce Administrator has created a small group of Super Users, who will act as first line support. The Super Users will all need some existing additional Permission Sets including “Export Reports”, “Delete Public List Views” and “Delete Accounts”. As the Administrator, what should you do?

Create a new Profile called “Super Users” with the relevant permissions
Add each of the existing Permission Sets to each Super User
Create a Permission Set Group that contains all three existing Permission Sets and assign the Group to each Super User
Create a Permission Set Bundle that contains all three existing Permission Sets and assign the Bundle to each Super User

Answer 54

Create a Permission Set Group that contains all three existing Permission Sets and assign the Group to each Super User

As there are only a small number of users that require additional permissions, there is no need to create a new profile. Whilst the Administrator could add each of the existing Permission Sets to each Super User, this would be very time consuming. A better approach would be to combine the three existing Permission Sets into a Permission Set Group and add the Group to each Super User.

In future, if additional Super Users are required, it will be easy to add the Permission Set Group.

Question 55

What action is available in Workflow that is NOT available in Process Builder?

Email Message
Outbound Message
Field Update
Create Tasks

Answer 55

Outbound Message

Outbound Message actions are NOT available in Process Builder. An Outbound Message sends information to a designated endpoint, like an external service.

Question 56

Cloudy Computing has two distinct teams for selling products and services. Each team follows a different set of steps, and collects different information during the sale. What features in Salesforce will best support this situation?

Create a page layout and record type for each team
Create a sales process for each team
Create a sales process and a page layout for each team
Create a sales process, page layout, and record type for each team

Answer 56

Create a sales process, page layout, and record type for each team

This requirement can be met by creating two record types, two sales processes and two page layouts.

A sales process should be defined with the relevant Opportunity stages selected
A page layout should be defined with the relevant fields included
A record type should be created and a sales process and page layout associated with it

Question 57

What are some features of Campaigns in Salesforce? (Choose 3)

Path can be used to visually track Campaign progress
All Salesforce users can can create, edit, and delete Campaigns
Campaign Member Statuses can be customized per Campaign
The Send List Email feature can be used to send a message to selected Campaign Members
The Opportunity value will be added to the campaign statistics of all Campaigns related to the Opportunity

Answer 57

Path can be used to visually track Campaign progress
Campaign Member Statuses can be customized per Campaign
The Send List Email feature can be used to send a message to selected Campaign Members

Orgs using Lightning Experience can take advantage of Path to visually track Campaign progress.

Question 58

What is required to be set up before you create an Email Alert?

Custom Notification
Email to Case
Email Template
Letterheads

Answer 58

Email Template

Email alerts use email templates and these must be configured prior to creating the email alert. The email template controls the body and subject of the email that is sent. You can also create letterheads but this is not required.

Question 59

The VP of Customer Service at Cloudy Computing would like to automatically assign Cases to the most appropriate agent based on the Account type such as Customer or Prospect. What feature could be used?

Email to Case
Case Escalation Rules
Case Assignment Rules
Web to Case

Answer 59

Case Assignment Rules

Case assignment rules can automate your companies support processes, determining how Cases are assigned to users or queues, based on criteria you set.

Question 60

To improve their customer service, Cloudy Computing would like to use Salesforce to guide their support reps as they collect the details of an issue from a customer. They would like support reps to automatically see the fields they need to complete and guidance on what to ask the customer. What would you recommend?

 Web Form
 Process Builder Screens
 Screen Flow
 Autolaunched Flow
 Form Flow

Answer 60

Screen Flow

A Screen Flow should be used to achieve this scenario. Screen Flows can be used to guide users through a business process, displaying the fields you determine and can also include additional guidance.