Trailhead Practice Test

Question 1

Ursa Major Solar’s administrator created a new account record type, but when marketing users are creating new account records, they are unable to choose the new record type.

What are two potential causes of this issue?

Answer 1

1. The record type is deactivated.
   (Record types need to be active in order for users to access them)
2. The record type is disabled on the marketing user profile.
   (Record types need to be assigned to a profile.)

Question 2

Which configuration action should be performed to ensure every Case gets assigned to a valid Owner?

Answer 2

Define the Default Case Owner in Support Settings.
(This automatically assigns a user or queue to all cases that don’t match any case assignment rule entries.)

Question 3

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

Answer 3

1. Record type assignment
2. Security at the field-level
3. Assigned apps

(Profiles define how users access objects and data, and what they can do within the application.)

Question 4

Ursa Major Solar needs a case to be automatically created.

Which three features can an administrator use to accomplish this goal?

Answer 4

1. Email-to-case
   (Setup Web-to-Case or Email-to-Case to automatically capture cases from your website and customer emails.)
2. Process Builder
   (Configure a process to create records automatically with process builder.)
3. Web-to-case
   (Setup Web-to-Case or Email-to-Case to automatically capture cases from your website and customer emails.)

Question 5

Which three reports can be used to display a list of the Top 10 Accounts on a dashboard?

Answer 5

1. Summary report with a chart
   (The default two-column table uses the first grouping and summary field from the chart in the source report. If the report has no chart, default columns are based on the first grouping and summary field in the report.)

2.Tabular report with Rows to Display set to 10
(Use a tabular report as the source report.)

3. Summary report without a chart
   (The default two-column table uses the first grouping and summary field from the chart in the source report. If the report has no chart, default columns are based on the first grouping and summary field in the report.)

Question 6

An administrator at Ursa Major Solar is implementing an organization-wide default option for the Account object.

What is a correct option for the administrator in this scenario?

Answer 6

Private
(An admin would want to choose Private access at an org-wide level, because you can always open up access from the org-wide default, but you cannot restrict access.)

Question 7

Ursa Major Solar recently enabled the multiple currencies feature.

As a result, which currency will be used as the foundation for all currency conversion rates?

Answer 7

Corporate currency
(By default, Salesforce organizations use a single currency. Once you set the required currency locale in your company settings, all currency values on records display in that currency.)

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

A user is unable to login to Salesforce.

What should a Salesforce administrator do?

Answer 9

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 10

Universal Containers utilizes a private sharing model for Accounts, Contacts, and Opportunities. When account owners are on vacation, a back-up sales rep needs access to all Accounts with the rating of Hot.

How should the System Administrator give the back-up sales rep access to Hot Accounts?

Answer 10

Instruct the Hot Account owner to manually share the Accounts with the back-up rep before leaving on vacation.
(Allow the user to manually share records.)

Question 11

Ursa Major Solar uses Validation Rule Fields.

What are two of these fields?

Answer 11

1. Error Condition Formula
   (An error Condition Formula is the expression used to validate the field)
2. Error Message
   (An error message displays to the user when a field fails the validation rule.)

Question 12

Ursa Major Solar uses a validation rule to prevent invalid data.

What are three conditions where this rule is used?

Answer 12

1. When records are edited and saved by a user.
   (Validation rules are triggered by saving or editing a record.)
2. When records are submitted using web-to-lead.
   (Validation rules are triggered by creating a record.)
3. When records are imported.
   (Validation rules are triggered by creating a record.)

Question 13

Ursa Major Solar has the following environment and requirements:

A new custom object named Regulations__c is a child of the account object.
All users need the ability to view Regulations__c when viewing accounts with the sales account page layout.

How should an administrator provide access to Regulations__c on the sales account page layout?

Answer 13

By adding a new related list for Regulations__c to the sales account page layout
(Adding the related list will allow users to access the child accounts.)

Question 14

Ursa Major Solar needs to ensure compliance with a platinum service level agreement; therefore, cases that stay in the Tier 2 queue for longer than 4 hours must be re-assigned to the Tier 3 queue.

Which Salesforce feature should be used to fulfill this requirement?

Answer 14

Case escalation rule
(Case escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry.)

Question 15

An administrator needs to configure Ursa Major Solar’s Salesforce Mobile app with the company’s brand-specific images and color schemes.

Which set of branding options should the administrator use?

Answer 15

Loading Page Logo, Brand Color, Loading Page Color
(Change the Salesforce mobile app’s appearance, including the loading page background color, loading page logo, and header background color, so the app matches your company’s branding.)

Question 16

Cloud Kicks (CK) has a service console that is used by agents who take calls from customers and stores with questions about products.

The CK case process is complex and agents often make mistakes. To help the administrator has created a screen flow that guides agents through the process.

How should the administrator deploy the screen flow?

Answer 16

Launch the flow from the utility bar in the console
(The utility bar gives users quick access to commonly used tools such as flow.)

Question 17

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 17

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 18

Universal Containers wants the sales team to access information about Closed Won Opportunities with a common competitor for all pending big deals.

Which features should the System Administrator implement?

Answer 18

Competitors and Similar Opportunities
(Enable similar opportunities and competitors to allow users to find Closed - Won opportunities that match the attributes of an opportunity they’re currently working on, so they can quickly access information that can help them close their deals.)

Question 19

How should the System Administrator implement biweekly notifications for Sales Reps that include Opportunities that need attention based on the Opportunity Owner’s last login, past due Opportunities, and all Opportunities that have not been updated in the last 30 days?

Answer 19

Create Opportunity Update Reminders.
(Opportunity update reminders allow managers to automatically send and schedule emails that include a report of the team’s open opportunities to direct reports. You can select the fields you want to include in the reminders such as last login date, or # not updated in the last 30 days.)

Question 20

An administrator at Ursa Major Solar (UMS) has created a new Lightning record page for the sales team to display a report chart embedded on the account page. No record types currently exist for an account.

Which action should the administrator perform to make this page the default view of the UMS app for the sales team without impacting the support team?

Answer 20

Make the page the default object record page for the UMS app for the sales profile.
(Activate Lightning record pages as the default record page for profiles.)

Question 21

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

Answer 21

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

Question 22

Ursa Major Solar is looking into backup methods.

Which set of small and large data backup methods are available in native Salesforce?

Answer 22

Data Loader Exports, Report Exports, and Weekly Data Export Service
(Data can be backed up via Data Loader Exports, Report Exports, and Weekly Data Export Service.)

Question 23

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 23

1. Update the report filter to show All Opportunities.
   (Use filters to pare down a report until it only shows the data that is needed.)
2. Select Save Hierarchy Level on the pipeline report.
   (Show the hierarchy to see your org’s role hierarchy above the report results. You can use the role hierarchy to share report data with people at different levels in the hierarchy.)

Question 24

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 24

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 25

What is the maximum number of components that can be added to a single Dashboard?

Answer 25

20

Question 26

How should a System Administrator configure a report for each sales rep to see their own Open Opportunities?

Answer 26

Create a report filtered by “My Opportunities”.
(Filter a report by value to define the filter criteria.)

Question 27

Ursa Major Solar is experiencing quality assurance issues with a product line. An administrator needs to use a standard object to track the extent of the problem.

Which standard object should be used?

Answer 27

Case
(A case represents a customer issue or problem.)

Question 28

When a Salesforce user is deactivated, what happens to all of the records the user owns in Salesforce?

Answer 28

They are assigned to the deactivated user until reassigned.
(Deactivated users lose access to any records that were manually shared directly with them, or implicitly shared with them as team members. Users higher in the role hierarchy relative to the deactivated users also lose access to those records. However, you can still transfer their data to other users and view their names on the Users page.)

Question 29

Universal Containers created a new custom object to track Inventory items. The Support Team cannot see the Inventory object’s tab.

Which two settings should the System Administrator check to find the cause of the problem?

Answer 29

1. Support Team Profiles
   (Object permissions specify the type of access that users have to objects.)
2. Support Team Permission Sets
   (Object permissions specify the type of access that users have to objects.)

Question 30

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 30

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 31

Customers complain that they do not know when Comments have been added to their Cases.

Which configuration can a System Administrator implement to address this concern?

Answer 31

Enable Case Comment Notification to Contacts.
(This notifies contacts when a case comment has been modified or added to a case.)

Question 32

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 32

Verify the user’s email address.
(Verify the email address is Always start with the email address and make sure it’s spelled correctly.)

Question 33

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?

Choose 2 options.

Answer 33

A. Generate Web-to-Case HTML code to add to the website
Correct. Gather customer support requests directly from a website and automatically generate new cases with Web-to-Case. Setting up Web-to-Case involves enabling the feature, choosing settings, and adding the Web-to-Case form to your website.

B. Adding a link to a specified routing address for Email-to-Case
Correct. Set up Email-to-Case to efficiently resolve customer issues. Salesforce automatically creates cases and auto-populates case fields when customers send messages to the specified email addresses.

Question 34

At Ursa Major Solar, an administrator has set up a new user. The user needs to activate the account before the email link expires by default.

How long does the user have before the link expires?

Answer 34

D. 7 days
Correct. The account verification link emailed to new users expires after 7 days, and users must change their password the first time they log in.

Question 35

A System Administrator will use the Import Wizard to update existing Account records.

Which values can the Import Wizard use to find matching records?

Answer 35

A. Account Name and Site fields
Correct. Match Account Id, Account Name, and Account Site exactly as they appear in the application.

Question 36

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?

Choose 2 options.

Answer 36

1. Case owners manually add product specialists to ad hoc case teams.
   (A case team is a group of people that work together to solve cases.)
2. Administrators configure pre-defined case teams and assignment rules.
   (A case team is a group of people that work together to solve cases.)

Question 37

Ursa Major Solar (UMS) is using the workflow field update.

Which two actions can UMS complete with this feature?

Choose 2 options.

Answer 37

1. Apply a specific value to a field.
   (Use a field update action to apply the value.)
2. Modify the record type of a record.
   (Use a field update action to change the record type.)

Question 38

Ursa Major Solar recently acquired a company whose sales team has a unique sales process, with stages that are different from the current setup of stages in Salesforce.

The Chief Technology Officer (CTO) has decided that the new sales team should NOT change their process at all.

What should the administrator do to incorporate the new sales team’s process?

Answer 38

Create new values for the opportunity stage field; create a new sales process assigned to a custom record type for the new sales team.
(Record types let you offer different business processes, picklist values, and page layouts to different users.)

Question 39

Ursa Major Solar has the following environment and requirements:

-Critical, high-priority accounts have an assigned District Manager, Sales Representative, Inside Sales Representative, and Customer Service Representative.
-The Sales Manager wants to prevent these accounts from being inadvertently contacted more than once on the same day.
-The Sales Manager wants to report on various customer interactions.

How should the administrator fulfill these requirements?

Answer 39

Log a separate task, call, or activity on the account.

(Use activities to log key touchpoints on customers so that a report can be pulled.)

Question 40

Universal Containers wants Sales Reps to process credit card payments when an Opportunity is Closed Won.

Which approach should the System Administrator use to enable this feature?

Answer 40

Install an AppExchange credit card payment package.
(Use the AppExchange to find solutions for complex processes.)

Question 41

The customer support team wants to use a different Page Layout when closing a Case.

Which method should the System Administrator use to fulfill this request?

Answer 41

Case Close Page Layout

(When agents close a case, they see the close case page layout, where agents can enter information about the case resolution.)

Question 42

Where does an administrator control field-level security for users?

Answer 42

Profile

(Profiles allow admins to grant field-level access and access in the profile bypasses rules and org-wide defaults set by sharing rules.)

Question 43

The Password Policy shows that the length of time until passwords expire is 90 days. However, some users find that their passwords expire every 30 days.

Where should the System Administrator change the password expiration period for these users?

Answer 43

Profiles assigned to the Users

(Changes to org-wide password policies don’t apply to users of a profile that has its own password policies.)

Question 44

Which two actions should an administrator perform to provide a sales team with an easy solution for gathering customer requirements and sharing presentations with their customers?

Choose 2 options.

Answer 44

1. Use Salesforce Files to post presentations in Chatter.

(Post files to a Chatter customer group.)

2. Add customers to private Chatter groups.

(Create a Chatter customer group. Customers can see only the groups they’re invited to. They can interact only with members of those groups.)