Question # 1
| The CTO of AW Computing has defined a new policy for cases to improve customer satisfaction. All cases submitted with a Case Reason of Installation must be acknowledged immediately via email and assigned to the appropriate agents. Any cases that are still in the New status after 4 hours must be escalated to support management. What case management tools need to be utilized for this requirement? |
| A. Auto-response rules, Macros, Entitlements | | B. Auto-response rules, Queues, Macros | | C. Auto-response rules, Queues, Escalation Rules | | D. Auto-response rules, Entitlements, Escalation Rules |
B. Auto-response rules, Queues, Macros
Question # 2
| The business development team at Cloud Kicks thinks the account creation process has too many fields to fill out and the page feels cluttered. They have requested the administrator to simplify the process. Which automation tool should an administrator use? |
| A. Approval process | | B. Workflow rule | | C. Flow builder | | D. Validation rule |
C. Flow builder
Question # 3
| An administrator at Universal Containers has been asked to prevent users from accessing Salesforce from outside of their network. What are two considerations for this configuration? (Choose 2 answers) |
| A. IP address restrictions are set on the profile or globally for the org. | | B. Assign single sign-on to a permission set to allow users to log in when outside the network. | | C. Enforce Login IP Ranges on Every Request must be selected to enforce IP restrictions. | | D. Restrict U2F Security Keys on the user's profile to enforce login hours. |
A. IP address restrictions are set on the profile or globally for the org.
C. Enforce Login IP Ranges on Every Request must be selected to enforce IP restrictions.
Question # 4
| The standard Lead Rating field has picklist values of Hot, Warm, and Cold. A list of new leads was importance without errors even though several records had the value of Unrated in the Rating field. How were these records added without error? |
| A. The Restricted picklist checkbox was unchecked. | | B. Field-level security was set to Visible for all profiles. | | C. A global picklist value set was used to populate the picklist. | | D. The Add to All Record Types checkbox was selected. |
A. The Restricted picklist checkbox was unchecked.
Question # 5
| Brokers at DreamHouse Realty need to see certain information about one or more cases when referencing the contact record. This record case Name, Case ID, Customer Name, Case Reason, Case Status, and Case Creation Date. Which two changes in Setup should the administrator make? |
| A. Use the page layout editor to change the related list type to Enhanced List. | | B. Edit the Related List component in the Lightning App Builder and choose Related List as the related list type. | | C. Edit the Related List component in the Lightning App Builder and choose Enhanced List as the related list type. | | D. Use the page layout editor to include the appropriate column in the Cases related list. |
B. Edit the Related List component in the Lightning App Builder and choose Related List as the related list type.
D. Use the page layout editor to include the appropriate column in the Cases related list.
Question # 6
| The VP of sales at Cloud Kicks is receiving an error message that prevents them from saving an opportunity. The administrator attempted the same edit without receiving an error. How can the administrator validate the error the user is receiving? |
| A. Review the sharing model. | | B. View the setup audit trail. | | C. Edit the page layout. | | D. Log in as the user. |
A. Review the sharing model.
D. Log in as the user.
Question # 7
| Cloud Kicks generates leads for its different product categories (shoes, apparel, and accessories) through many different sources. While some lead sources are used for all three categories, other lead sources are specific to a single category. The VP of marketing requests that only the proper lead sources be displayed based on the product category chosen. How should the administrator configure Salesforce to meet this requirement? |
| A. Create a page layout for each category and filter the Lead Source field based on category. | | B. Create a dependency between the Product Category field and Lead Source field. | | C. Create business processes and record types for each of the three product categories. | | D. Create a single business process, then create record types for each product category. |
B. Create a dependency between the Product Category field and Lead Source field.
Explanation:
To display only the proper lead sources based on the product category chosen, an administrator should create a dependency between the Product Category field and Lead Source field on Lead object. A dependency is a relationship between two picklist fields that restricts the values available in one picklist based on the value selected in another picklist. For example, an administrator can create a dependency that shows only Online Store and Social Media as lead sources if Product Category is Shoes, but shows only Trade Show and Magazine as lead sources if Product Category is Apparel. Creating a page layout for each category, creating business processes and record types for each category, or creating a single business process with record types for each category will not display only the proper lead sources based on the product category chosen.
Question # 8
| Sales and Customer Care at Ursa Major Solar need to see different fields on the Case related list from the Account record. Sales users want to see Case created date and status while Customer Care would like to see owner, status, and contact. What should the administrator use to achieve this? |
| A. Related Lookup Filters | | B. Compact Layout Editor | | C. Page Layout editor | | D. Search Layout Editor |
C. Page Layout editor
Explanation:
Page layout editor is a tool that allows you to customize the layout and organization of detail and edit pages for a specific object and record type combination. You can also use page layout editor to customize related lists on detail pages by adding or removing fields, changing column order, sorting records, etc. To meet the requirement of showing different fields on the Case related list from the Account record for Sales and Customer Care users, you need to use page layout editor to modify the related list properties for each page layout assigned to those users.
Question # 9
| Support reps at Cloud Kicks (CK) are reporting that when they try to close a case, the Closed option in the Case Status picklist is missing. CK has asked the administrator to find a solution. Why are the support reps unable to see the Closed option in the specified pic list? |
| A. The Case record type is missing Closed as a picklist value. | | B. The Close Case page layout must be used to close a case. | | C. The Show Closed Statuses m Case Status Field checkbox is set to the default. | | D. The Support Process being used omits Closed as a status choice. |
D. The Support Process being used omits Closed as a status choice.
Explanation:
A support process is a feature that allows administrators to define and enforce the stages that a case or work order must go through based on its record type. A support process determines which values are available for the status field for each record type. If a support process omits a certain value for the status field, such as Closed, then users will not be able to see or select that value when working with cases or work orders of that record type.
Question # 10
| Universal Containers has two sales teams, Sales team A and Sales team B. Each team has their own role in the role hierarchy. Both roles are subordinates of the same Manager role. How Should the administrator share records owned by sales team A with Sales team B? |
| A. Hierarchical sharing | | B. Use Manual sharing | | C. Criteria based sharing | | D. Owner based sharing |
B. Use Manual sharing
Explanation:
Manual sharing allows record owners to share individual records with other users or groups. This is useful when one-off sharing is needed for a specific situation. Hierarchical sharing, criteria-based sharing and owner-based sharing are not suitable for this scenario because they are based on predefined rules or roles that do not match the requirement.
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