Salesforce Week 4 - Tuesday

Question 1

What is a knowledge base?
A - A single repository for storing helpful organizational information
B - A dashboard for controlling all organization communication
C - The driving force for great collaboration
D - An alphabetical list of all your customers

Answer 1

A - A single repository for storing helpful organizational information

Question 2

How does a knowledge base improve productivity?
A - By raising alerts when your company is bad-mouthed on social media
B - By keeping product information private so your customers have to call you
C - By creating cases for employees to practice closing
D - By capturing and consolidating important information in one place

Answer 2

D - By capturing and consolidating important information in one place

Question 3

What should you do to ensure that the best articles are suggested as agents solve cases?
A - Connect the best qualified agent to the case.
B - Create descriptive data categories for your cases and article types.
C - Allow all agents to delete all articles.
D - Read at least 10 articles before you choose.

Answer 3

B - Create descriptive data categories for your cases and article types.

Question 4

What Knowledge permissions do article contributors need?
A - Customize Application permission and Read, Create, and Edit Knowledge permissions.
B - Manage Article permission and Read, Create, Edit, Archive, Publish, and Delete article Knowledge permissions.
C - Manage Article permission and Read, Create, Edit, and Publish Knowledge permissions.
D - No permissions are required to create articles.

Answer 4

C - Manage Article permission and Read, Create, Edit, and Publish Knowledge permissions.

Question 5

All internal users can read _______ without a special license.

Answer 5

articles

Question 6

What can you set up using the Lightning Knowledge Setup Flow?
A - Lightning Knowledge author
B - Data categories
C - Article summary
D - A and B
E - B and C

Answer 6

D - A and B

Question 7

Where does the article summary appear?
A - At the end of the article
B - In the case description
C - In the title area
D - In the search results

Answer 7

D - In the search results

Question 8

A ____ _______ helps you group marketing assets and interested customers together, so that you can organize your plans, or look back at what you’ve accomplished.

Answer 8

campaign record

Question 9

Marketers use __________ to analyze how many leads they’re generating, how much pipeline they’re building, and how many deals they’re closing as a result of marketing efforts.

Answer 9

campaigns

Question 10

What can you do with Salesforce campaigns?
A - Conduct purchase transactions.
B - Group leads and contacts into categories.
C - Keep track of the status, details, and performance of all of your marketing initiatives.
D - Convince people to vote for a candidate.

Answer 10

C - Keep track of the status, details, and performance of all of your marketing initiatives.

Question 11

What’s one way to describe a Salesforce campaign?
A - Online ad purchases over time.
B - A folder that helps organize marketing efforts.
C - A series of emails.
D - Sparkling wine from France.

Answer 11

B - A folder that helps organize marketing efforts.

Question 12

What information can you see with a campaign hierarchy?
A - All the campaign members for the hierarchy
B - How much marketing reps are working on the hierarchy
C - The number of hours of video content in the hierarchy
D - The number of responses in the hierarchy

Answer 12

D - The number of responses in the hierarchy

Question 13

What is the most common number of levels in a campaign hierarchy?
A - 2
B - 3
C - 4
D -4

Answer 13

B - 3

Question 14

How do you create a campaign hierarchy?
A - Click the Hierarchy option on the campaign record.
B - Enter a campaign name in the Parent Campaign field on a campaign record.
C - Create the hierarchy in Setup.
D - Create a hierarchy record and then add campaigns to the record.

Answer 14

B - Enter a campaign name in the Parent Campaign field on a campaign record.

Question 15

What can you do with campaign record types?
A - Add marketing assets to campaigns.
B - Track campaign member responses.
C - Track different details for different kinds of campaigns.
D - Report on campaign expenses.

Answer 15

C - Track different details for different kinds of campaigns.

Question 16

With each _________ you creates, you can then add leads, contacts, and person accounts as campaign members. There are a lot of options for adding members to her campaigns.

Answer 16

campaign

Question 17

Who can be added to campaigns as members?
A - Salesforce users
B - Person accounts only
C - Leads, contacts, and person accounts
D - Portal users

Answer 17

C - Leads, contacts, and person accounts

Question 18

What is the best practice for defining your campaign member statuses?
A - Use only the statuses you know you will need.
B - Always add campaign member statuses before starting the campaign.
C - Use the same set of values for all campaigns of the same type.
D - Never add statuses to parent campaigns.

Answer 18

C - Use the same set of values for all campaigns of the same type.

Question 19

How many campaign member statuses can count as a member response?
A - As many as you need
B - 1
C - 2
D - 5

Answer 19

A - As many as you need

Question 20

The Campaigns with _________ ________ report shows how many campaign members—including any combination of leads, contacts, and person accounts that you added to your campaigns—have responded to each campaign.

Answer 20

Campaign Members

Question 21

Where can you find the built-in campaigns reports?
A - In the Reports related list on a campaign
B - In the Campaigns folder on the Reports tab
C - In the Object Manager
D - in the Reports page in Setup

Answer 21

B - In the Campaigns folder on the Reports tab

Question 22

What kind of information can you see with the built-in Campaign reports?
A - Who has responded to each campaign
B - Where every campaign event is being held
C - How long each campaign has been running
D - The number of marketing reps working on each campaign

Answer 22

A - Who has responded to each campaign