Test 1 Flashcards
Question:
Cosmic Road has multiple Case record types and wants to implement a support process. How do record types relate to business processes?
A. A business process can be associated with multiple record types
B. A business process is related to only one record type
C. Multiple business processes can be related to one record type
D. A business process can be used instead of a record type
Correct Answer:
✅ A. A business process can be associated with multiple record types
Explanation:
Business processes (like Sales, Support, Lead, or Solution Processes) define picklist values such as stages or statuses. These can be shared across multiple record types, meaning a single business process can be reused with many record types. However, when you create a record type, you must select one business process for it.
Question:
What is true regarding using subfolders to organize reports and dashboards in Lightning Experience?
A. Subfolders can be created in user-created folders
B. A hierarchy of subfolders can be created to represent a logical structure
C. Subfolders can be deleted but not renamed
D. Folder sharing is at the root level
Correct Answers:
✅ A. Subfolders can be created in user-created folders
✅ B. A hierarchy of subfolders can be created to represent a logical structure
Explanation:
In Salesforce Lightning Experience:
Subfolders can be created within user-created folders.
You can create a hierarchy of subfolders to organize content logically.
Folder sharing can be set at the subfolder level, not just the root, allowing granular access control.
Subfolders can be renamed, not just deleted.
Question:
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?
A. Create the report using an app in App Exchange
B. Go to the Activities list view and configure a chart
C. Build the report based on a custom report type
D. Use the standard feed report type for the report
Correct Answer:
✅ C. Build the report based on a custom report type
Explanation:
There is no standard feed report type in Salesforce. To monitor feed engagement (e.g., Chatter posts) on a record, the administrator must create a custom report type, selecting the object’s feed (e.g., Account Feed, Opportunity Feed) as the secondary object.
No need to use the AppExchange.
A “Feeds list view” also does not exist.
The correct approach involves using custom reporting capabilities built into Salesforce.
Which of the following are true regarding the Lead Conversion process?
Choose 3 answers.
A. An Account is created if one with the same name is not found and selected
B. A Contact is created if one with the same name is not found and selected
C. An Opportunity is always created
D. If Person Accounts are enabled and the Company field does not have a value, a person account will be created
E. Custom Lead fields can be inserted into Account, Contact and Opportunity standard or custom fields
Answer: A, B & D
An Account or Contact is created from lead conversion if there are no other records with the same name.
Creating an Opportunity on Lead conversion is optional. Custom Lead fields can only be inserted into custom fields on the Account, Contact or Opportunity.
If Person Accounts are enabled and a value is not entered into the Company field, the lead is converted to a person account.
What is true regarding the ability to format Chatter posts with rich text?
Choose 3 answers.
A. Text posts, questions, polls, and posts with link, or file attachments can use rich text
B. Formatting posts with rich text is a Chatter setting that can be enabled or disabled
C. Rich text includes bold, italic, underline, bullet, and numbered lists
D. Rich text allows typeface selection and text effects like shadows and highlights
E. Rich text allows the insertion of a hyperlink or an image to a post
Answer: B, C & E
‘Allow users to compose rich text posts’ is a Chatter setting that allows rich text to be added to text posts, questions, and posts with link or file attachments. It is not supported on Polls. Rich text allows Chatter posts to be formatted in bold, italics, underline, bulleted, and numbered lists. Typeface selection and text effects like shadows and highlights are not available with rich text. Rich text also allows the insertion of hyperlinks and graphics to the post.
The Salesforce Administrator discovered that a number of records were deleted by mistake 2 weeks ago. What can be done in this situation to produce a list of the deleted records to recover them?
Choose 1 answer.
A. Access ‘Data Recovery Manager’ in Salesforce Setup to recover deleted records
B. Use Data Loader to export the deleted records by selecting ‘Include Deleted Records’ in settings
C. Use the ‘Export All’ option in Data Loader and export the records
D. Nothing, after 10 days deleted records are removed from the Recycle Bin
Answer: C
Explanation:
The requirement is about producing a list of soft-deleted records. Use the ‘Export All’ option in Data Loader to export them from the Recycle Bin. Records stay in the Recycle Bin for 15 days. There is no ‘Include Deleted Records’ option in Data Loader settings.
Which of these features are used to manage cases?
Choose 2 answers.
A. Phone-to-Case
B. Email-to-Case
C. Case Teams
D. Web-to-Lead
Answer: B & C
Explanation:
Email-to-Case allows case creation via email. Case Teams allow multiple users to collaborate on a case. Phone-to-Case is not a Salesforce feature. Web-to-Lead is only for creating leads, not cases.
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 the best practices to complete this requirement?
Choose 3 answers.
A. Distribute survey invitations via Flow.
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 on the Content Builder.
D. Enable Surveys in the org and create a Survey to send to recipients.
E. Send survey invitations directly from the object’s record page by clicking ‘Send Survey’.
Answer: A, D & E
Explanation:
Surveys must be enabled in Survey Settings. Using Flows is the recommended method to automate survey distribution. Surveys can be sent from the object page using the ‘Send Survey’ action. Content Builder is part of Marketing Cloud, which is separate.
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 answer.
A. Use Visualforce to customize the Home Page to dynamically display based on profile
B. Advise users that they can customize their own Home Page
C. It is not possible to customize the Home Page in Lightning Experience
D. Use the Lightning App Builder to customize the Home Page for different profiles
Answer: D
Explanation:
Lightning App Builder allows you to assign different Home Pages based on profile. Users cannot customize their own Home Pages, and Visualforce cannot dynamically control Lightning Home Pages.
