Test 2 Flashcards
ABC Corporation would like to have a report on the reasons why cases are closed or rejected. Close reasons should only have 2–3 words for a concise description and somehow set as categories to aid in identifying trends of closures. What is the best way of handling this?
Choose 1 answer.
Choices:
A. Create a workflow field update that updates the ‘Case Close Reason’ when the case is closed
B. Create a ‘Case Close Reason’ text field and make it available to be filled in when cases are closed or rejected
C. Create a new record type and page layout for closed cases that includes the ‘Case Close Reason’
D. Create a picklist for ‘Case Close Reason’ with a validation rule that enforces the selection of a ‘Case Close Reason’ when a case is closed or rejected
D
Explanation:
Using a picklist ensures that responses are standardized and reportable. A validation rule guarantees the field is completed when a case is closed or rejected. A text field would not provide consistent values and would make reporting more difficult.
After implementing the Lightning Service Console, agents complain that they find it difficult to locate updates of a specific type within case records, such as email messages and text posts. What should the Consultant recommend?
Choose 2 answers.
Choices:
A. Assign the record page to the Service Console app and profile
B. Ensure the feed filter is enabled
C. Add the Chatter Feed component to the Case record page
D. Configure the feed filter to display in the right column
A, C
Explanation:
Custom feed filters are no longer supported in Lightning Experience. To show updates like emails and posts, adding the Chatter Feed component and assigning the correct record page to the app/profile ensures visibility of categorized feed items such as emails, call logs, and status changes.
A Salesforce administrator is currently setting up the password policies for the company’s Salesforce org. Which of the following statements about the settings on the Password Policies page are correct?
Choose 2 answers.
Choices:
A. The lockout effective period can be set to ‘Forever’
B. Password complexity always requires that passwords should have numbers, uppercase letters, lowercase letters, and special characters
C. The password history enforcement can be modified
D. The default password length is 8 characters but can be changed anywhere from 3–100 characters
A, C
Explanation:
You can set the lockout effective period to ‘Forever’ and modify the password history enforcement (e.g., to remember up to 24 previous passwords). Salesforce does not allow password lengths beyond the 5–50 character range, and password complexity is configurable (e.g., can be set to “No restriction”).
In order to improve efficiency and automate actions on cases, a Salesforce administrator is considering the use of bulk macros. Which of the following statements are true regarding the use of bulk macros?
Choose 2 answers.
Choices:
A. Bulk macros can be run on multiple objects at the same time
B. Bulk macros can update field values on multiple records
C. Bulk macros can be run on multiple list views of two objects at the same time
D. Bulk macros can send emails to contacts on selected records
B, D
Explanation:
Bulk macros can only be run on one object’s list view at a time (e.g., Case, Lead, Account, or Contact). They are capable of updating fields and sending emails to selected records. You must enable Enhanced Lists in UI settings to use them.
What is true regarding the Data Export Service?
Choose 1 answer.
Choices:
A. A request must be sent to Salesforce to enable the Data Export service
B. Data will be exported in .csv format
C. The Data Export service will export data from all records but not attachments
D. The Data Export service can be set up to run daily
B
Explanation:
Salesforce’s Data Export Service allows you to export data in .csv format. It supports weekly or monthly scheduling depending on edition. Attachments, documents, and images can also be included by selecting them. Daily exports are only available via API, not this UI-based service.
The Director of Sales wants a report that shows the Opportunity pipeline for the current and succeeding fiscal quarters. This report should be grouped by Sales Rep and Opportunity Stage. Which report format would be best to use to create this custom report?
Choose 1 answer.
Choices:
A. Joined Report
B. Tabular Report
C. Summary Report
D. Matrix Report
D
Explanation:
A Matrix Report allows grouping by both rows and columns (e.g., Opportunity Stage and Sales Rep). This makes it ideal for viewing metrics like fiscal quarter totals by rep and stage. A Summary report only allows grouping in one direction, and Joined Reports are unnecessary for this use case.
Which of the following are true regarding automated case actions in Salesforce?
Choose 2 answers.
Choices:
A. When a case is automatically assigned using a case assignment rule, the automated case user is listed in the ‘Case History’ related list
B. When a case is escalated, the default case owner is listed in the ‘Case History’ related list
C. When a case is created through Web-to-Case, the automated case user is listed in the ‘Case History’ related list
D. When a case is created through On Demand Email-to-Case, the default case owner is listed in the ‘Case History’ related list
A, C
Explanation:
Salesforce tracks automated actions such as assignment rules and Web-to-Case creation using the automated case user, which is logged in the ‘Case History’ related list. The default case owner is not what’s logged—only the automated action initiator is tracked in history.
Which features can a Salesforce Administrator use to control record sharing?
Choose 3 answers.
Choices:
A. Organization-Wide Default Settings
B. Profiles
C. Permission Sets
D. Sharing Rules
E. Role Hierarchy
A, D, E
Explanation:
Organization-Wide Defaults (OWD) define baseline access to records.
Sharing Rules allow exceptions to OWD to grant broader access.
Role Hierarchy lets users higher in the hierarchy access records owned by users below them.
Profiles and permission sets control object-level access, not record-level sharing.
