KB Questions Flashcards
(175 cards)
1
Q
If one user should see some but not all records what do you set the org wide default to?
A
PRIVATE
2
Q
What can workflow do that Process Builder cannot?
A
Outbound messages
3
Q
Each produce line has several product specialists who want to have visibility to all cases involving their product line. How do you make this available to the product specialists?
A
Create a predefined case team for each group of product specialists and assign the team to use case assignment rules.
4
Q
System admin created a new custom object to track inventory items. The support team cannot see the inventory objects tab. What do you do?
A
Check support team profiles and the support team permission sets
5
Q
A system admin cannot share a report folder. How come?
A
The folder is private
6
Q
This company regularly imports accounts from an external order system that has it’s own ID field for each record. What should the system admin do to help prevent duplicates during these imports.
A
Create a unique external ID field on accounts in salesforce for matching
7
Q
Sales operations team needs to import and export accounts, contacts, opportunities, and orders. Which profile permissions do the sales team need to do this?
A
API enabled
modify all for these objects
(to use data loader the profile permissions need API enabled)
8
Q
What do you need to do to have a required field when another field has a specific value?
A
You need a validation rule
9
Q
The VP uploaded leads into the org and now they need to be deleted. What two best praticeses are recommended prior to mass deletion?
A
- Schedule weekly data export and download the file
2. Run and export data to archive data before deletion
10
Q
Data is restored in the recycle bin for how many days?
A
15
11
Q
There’s a new product line and a sales team on board to sell the product. The sales process is more complex than the current sales process. How should the admin configure salesforce to ensure only the appropriate stages are visible based on the product line?
A
Create a sales process and opportunity record type for each product
12
Q
Sales reps are logging opportunities without products. Which configuration change should the system admin make to help sales reps remember to add products to every opportunity?
A
Enable the opportunity setting to prompt users to add products to opportunities
13
Q
Web forms are importing a lot of leads. Which feature should the system admin use to assign ownership of a lead to the appropriate product team using the custom lead field product interest?
A
Assignment rules: define conditions that determine how leads and cases are processed
Queues: they prioritize, distribute, and assign records to teams who share workloads
14
Q
Working with a potential customer who can’t open email attachments per company IT restrictions. How should these sales reps send the product data sheet to a prospect without attaching the document to an email?
A
Update the data sheet to a library and create/send a contact pack to that prospect.
(A recipient of content delivery can click a single URL to open a preview player which they can preview and download and the sender can view the tracking info to see how often it was viewed and which documents were downloaded)
15
Q
Multi sales processes, teams and seperate products require what?
A
A page layout, sales process, and record type for each type of sale
16
Q
Sales reps want to track product strengths and weaknesses compared to those offered by other vendors. What should the system admin implement?
A
Competitiors (it’s a related list) on the opportunity page layout
17
Q
The VP wants sales teams to access information about closed/won opportunities with a common competitor for all pending big deals. What set of features should the system admin implement?
A
Competitiors and similiar opportunities
18
Q
How should the admin 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?
A
Create opportunitiy update reminders (they’re for people who have direct reports)
19
Q
Company sells through many different reseller networks. Each resellers deals are tracked on separate opportunities. The sales manager is concerned that the pipeline report is not accurate due to multiple opportunities for the same end customer. How should the sales process be modified to ensure opportunities are not double-counted in the pipeline?
A
Change the forcast categorty to omitted on the duplicate opportunities
20
Q
What two objects can be realted to campaign members
A
contacts and leads
21
Q
How can multiple campaign records be associated with a single opportunity?
A
campaign influence
It automatically adds multiple campaigns to opportunities.
When a campaign is related to a contact that is assigned a contact role on an opportunity prior to the close date of the opportunity, the email campaign will be added to the campaign influence related list for that opportunity.
22
Q
What feature tracks how often a file is viewed?
A
content deliveries
23
Q
What two related lists should be added to the opportunity page layout to track how campaigns contribute to the overall pipeline?
A
campaign influence and contact roles
24
Q
Customer support manager needs a way to automatically email the customer when her team adds a comment to a case. How should the admin configure the salesforce org to do so?
A
Enable case comment notifications to contacts
25
Which feature should be used to alert support managers when a case has been open for more than 4 hours?
escalation rules
26
What are two benefits of using data categories with salesforce knowledge?
1. Articles can be classified into groups
| 2. Articles can be controlled, you can limit the audience (USA can only see USA products, etc.)
27
Which feature should a salesforce admin use to allow it's customers to interact with each other and share best practices?
Communities: share info and collaborate with people who are key to your business. Ex: customers, partners, employees and allows collaboration between customers
28
What configuration actions should be performed to ensure every case gets assigned to a valid owner?
Define the Default Case Owner in support settings
29
A company wants the same technical engineer group to be associated with each new case. What should a system admin define to implement this requirement?
a case assignment rule to asscoiate the case team
| Cases have this thing called case team and it's the more proprietary feature of assignment rule
30
What is a potential benefit of suggested solutions?
Reduced support costs
31
What Salesforce feature should a company implement to provide a method for its resellers to track their leads and opportunities?
Lightning partner community
32
Case feed actions and feed items in support settings with appropriate profile permissions enabled. What will users see?
Cases will use feed layouts rather then standard page layouts
33
A company wants internal support requests to be directed to any of the IT reps. They want external support requests to be directed to customer support reps based on the contacts location. What should the admin use to set this up?
Assignment rules and queues
34
assignment rules
define conditions that determine how leads or cases are processed
35
auto response rules
send automated email responses to lead or case submissions based on the records attributes, different email templates can be used
36
Which two actions allow the admin to limit chatter access during rollout to a subset of Salesforce users?
1. Create a permission set with the enable chatter permission for the subset of users
2. Edit a profile to enable chatter for the subset of users
(this has to with permission sets that controls what objects the person can view)
37
How do you send a message to a chatter user so no one else can see it?
Post a private message to the recipient
38
What can the system admin sychronise between salesforce and lighting for outlook?
events
39
How should an admin configure a report for each sales rep to see their own open opportunities?
Create a report filted by My Opportunities
40
Which 3 report charts show how many leads are in the marketing pipeline based on lead status and what percent lead status represents?
pie chart, donut chart, funnel chart
41
A finance user with the view all data permission enabled sees no opportunities when opening a sales pipeline report. A sales rep sees opportunities as expected. Opportunities should be visible to only those with permission. What two actions should the admin perform to ensure that the fiance user sees opportunities in the pipeline report?
1. Select save hierorchy level on the pipeline report
| 2. Update the report filter to show all opportunities
42
What the max number of components that can be added to a single dashboard?
20
43
Product managers and sales reps are different branches of the role hierarchy. What should an admin do to ensure product managers can report on opportunities in their product line?
Create a sharing rule on critera
44
Which report should an admin use to display the number of contacts related to an account?
Summary report with a report formula
(Giveaway contact to account is a lookup relationship and the number of contacts related to an account is grouping and that's a summary)
45
What three reports can be used to display a list of the top 10 accounts on a dashboard?
Tabular report with rows to display set to 10
Summary report with a chart
Summary report without a chart
46
What should an admin do to organize the fields available on a report?
Create a custom report type
47
An admin create a process builder to send an email alert. Every person is getting the email except one. How should the admin troubleshoot?
Verify the user's email address
48
A company created an action that sends a followup email to the customer two days after a case is closed. The admin wants to verify that the process functions correct. Which queue should the admin view to monitor pending actions?
Paused flow interviews
49
A company has a team of account managers that requested email alerts anytime an opportunity or case is created on accounts that they own. What the minimum number of workflows needed to do this?
Two workflows with one email alert, each workflow applies to a single object
50
A company created an automated approval process too quickly communicate and improve their customer service. What are two final approval actions in an approval process?
Add an email alert
Send an outbound message
51
A company wants to assign a task automatically to account managers when a customers agreement is about to expire. How should an admin configure this functionality?
Create a time based workflow on account with a rule criteria of: agreement end date > today
52
How many external emails can be added to a single email alert?
5
53
If someone has two managers, how do you ensure the managers for each user can be recorded?
Use the standard manager field on the user record and create an additional hierarchical relationship manager field
54
Where can the admin find info on a users login attempts?
1. Login history related list on a users record
2. Login history page
3. User detail section on a user record
55
Using the SalesforceA app, how can a salesforce admin manager users?
They can reset user passwords
edit user details
deactivate users
56
Where can you see how many licenses are available?
Company information page
system overview page
57
What's a valid reason for modifying an account search layout?
To control which account fields are displayed in the search results
To control the fields displayed in the recent accounts list
58
A custom object is share with 4 out of 9 sales managers. The OWD is set to private and grant access using hierarchies checkbox is deselected. No one else should have access. How does the admin do this?
Create a sharing rule for the custom object to share with a pending status with a public group that contains the sales managers who should have access
59
How can an admin discover who added a field to the account page layout?
Use setup audit trail
60
What objects are able to be shared in team sharing?
TACO
Account, cases, opportunity
61
Workflow automations
1. Field update
2. Task
3. Email alerts
4. Outbound messages
FTEO
62
Order of Execution
1. Validation rules
2. Assignment rules
3. Auto response rules
4. Workflow rules
5. Process builder
6. Escalation rules
Very awesome admins work pretty efficiently
63
Which feature tracks how often a file is viewed?
Files/Document and content reports
Standard reports that come with CRM salesforce
64
How should a sales rep create an all-day event in Salesforce?
By selecting this checkbox, a user specifies that the event lasts all day.
65
How can a System Administrator discover who added a field to the account page layout?
download the setup audit trail
66
What should a System Administrator do to temporarily prevent a User from logging into Salesforce?
Freeze the account
67
How can multiple Campaign records be associated with a single Opportunity?
Primary campaign source
68
Universal Containers uses a hybrid sharing model where Accounts and Contacts are Read Only and Opportunities and Cases are Private. Account Executives (AE) own all the Accounts. Some Contacts are owned by AEs, and other Contacts are owned by support reps.
How should the System Administrator ensure the AEs can edit all the Contacts associated with their Accounts, no matter who owns the Contact?
Select the edit all associated contacts option for the AE role in the role hiearchy
69
Platform Event Message
Sends a low in message to process builder that places an order for ink. Smart connect printer
70
Record ownership privileges
VESTD
View, edit, share, transfer, delete
71
Only objects with the transfer option
leads and cases
72
Custom lead fields only match to what objects
opportunity, contact, account
73
Business process record types
CLOS
cases, leads, opportunities, solutions (classic)
74
Name for when process builder action is delayed until time is triggered
scheduled action
75
Name for when workflow action is delayed until time is triggered
time dependent action
76
Types of criteria for workflow
rule criteria, evaluation criteria
| rule: if/then statement
(evaluation: reevaluated the record to make sure it still meets the rule criteria)
77
Approval process
If you need to automate approving or rejecting a record you need this
78
Assisgnment rule
Automates case or lead routing to the queue or user
79
Escalation rules
Auto reroutes a case if it's not taken care of in a timely manner
80
validation rules
an either/or statement (bootlean)
ex: opportunity discounts must not exceed 20%
(verify that the data a user enters into a record meets the standards you specify before the user can save the record)
81
Big deal alerts
Auto sends an email notification for an opportunity with a trigger amount and trigger probability
every org only gets one
82
Opportunity update reminders
If enabled managers can automatically email their report on his/her team's open opportunities
83
Dashboard push alerts
If enabled can recieve a chatter notification what a breakpoint or lightning threshold is crossed on a dashboard
84
Mass transfer
transfers ownership from one user to another
transfer up to 250 records at once
in setup
85
Objects that import wizard works for
CCCLAS
```
custom objects
campaign members
contacts
leads
accounts
solutions (classic)
```
86
What can import wizard do that data loader cannot?
prevent duplicate records when importing
choose whether or not to trigger workflow rules
87
Highlights panel
A component from the lightning app builder, usually at the top of the page. Shows a summary of the record you're on
88
Report chart
A component from the lightning app builder that shows a report of the record you're on, usually on the left side of the page
89
Grouping on a report
grouping by field
Anytime you see "by" it's talking about grouping
ex: opportunities by field date
90
Tabular report & dashboard
list, rows limited
ex: mailing list and activity reports
dashboard as list
91
Summary report & dashboard
grouped by rows (up to 3), used to show subtotal or hierarchical list
ex: opportunities for your team, subtotal by stage & owner
dashboard chart
92
Matrix report & dashboard
grouped by rows and columns, used for comparing totals, compare values in several different fields, or if you want to look at data by date and by product, person, or geography
dashboard chart
93
Joined report & dashboard
blocks (up to 5), creates mutiple report blocks and the blocks act as their own report
must have one field in common
not available as a dashboard
chart type: side by side
94
How do you add contracts to certain profiles?
field level security and field accessibility
NOT page layout
95
What do you need for outlook emails, contacts, and events?
Outlook intergration & Lightning Sync
NO SUCH THING AS: salesforce for outlook
96
Recipients of scheduled email reports must be what?
Salesforce users, that includes chatter free license users
97
Universal containers wants sales reps to process credit card payments when an opportunity is closed/won. Which approach should the system admin use to enable this feature?
Create a workflow rule email alert to notify finance
98
Credit card secure field
create an encripted text field
update field level security
99
Publisher layout
only thing you can change is quick actions
gmail/outlook side panel
100
master detail relationship
child item only exists when there's a parent item
ex: opportunity and parent
101
Types of master detail relationship
roll up summary field: takes the count, sum, min, max of master detail relationship
junction object: object between two master detail relationships
102
lookup
stand alone record, ownership doesn't change because of relationship
ex: contact and account
103
type of lookup field
hierarchical relationship: lookup field to the same object
ex: parent account on account object
104
cross object formula field
put a VALUE from one object on another object, usually parent field put on the child object
no hyperlink, doesn't create relationship
105
console view
multi tab view; instead of tabs being objects the tabs are records
usually for service cloud
106
field level security
restricts access to a field on record detail, edit pages, related lists, search results, reports, and list views
107
running user
decides who's data is displayed in the dashboard
108
multiple custom price books
products that have more than one price (international vs. domestic) you crease a multiple custom price book
This is because you can only have one standard price book
109
Duplicate rules are NOT available for what objects?
opportunity and product
110
Sales rep wants to be able to create accounts quickly and auto-populate related fields on the record. What feature allows him to do so?
Enable the Automated Account Fields feature (it allows the display of US-based companies and enters information)
Not macros, automated account fields is simpler
111
Which of the following statements is true about the use of bulk macros?
1. they can send emails to contacts on selected records
| 2. they can update field values on multiple records
112
What is true regarding adding records to Chatter groups that allow customers?
Groups that allow customers do NOT support adding records
113
Company would like to ensure that only the manager of a staff member and the managers further up the chain in the same department have visibility to review of a staff member and performance review. The role hierarchy doesn't follow the org structure. How can this be configured?
1. Ensure that the 'Grant Access Using Hierarchies' checkbox is deselected
2. Ensure the 'Manager Groups' setting is selected on the sharing settings page (if enabled, users can share records with their managers and manager subordinates groups)
3. Create a sharing rule to share Performance Reviews with the user's manger group
114
What cannot be associated with work orders?
Solutions
115
What should you do to ensure that an admin can troubleshoot on a user's behalf without having to request login access from the user?
Turn on the 'Administrator Can Log In As Any User' setting in the Login Access Policies page
116
What are the two capabilities of the Create Calendar from Salesforce Object?
1. calendars can be customized by applying a list view
| 2. a calendar can be created from a custom or standard object
117
What's true regarding best answer in chatter questions?
1. A copy of the best answer appears at the top of the list of answers with a checkmark
2. Only ONE answer can be selected as the best answer
118
The session time limit can be managed where?
At the org level and at the profile level
119
Default opportunity team is set up where?
In the users personal settings
| each user can define a default opportunity team in their personal settings
120
Files connect
allows users to access files from external data sources like google drive within salesforce
121
Knowledge One widget
suggests articles that can be attached to work orders based on key fields
122
A manager would like to be notified daily via email if the number of open cases exceeds 100. What is the best way for the admin to meet this requirement?
Ask the manger to subscribe to an open case report for notifications
123
What should an admin configure to provide each sales rep a dashboard that shows their current opportunity pipeline?
Set the dashboard running user to "the dashboard viewer"
124
What should the admin do when users are unable to find a custom report type?
Make sure the new report type is deployed
125
custom report
access to custom objects or custom views of standard objects
126
filter logic
customize how existing filters apply to a report. AND/OR/NOT
127
New hire needs access to the Service Console. What should the admin do to assign a service cloud user license to a new user?
Enable Service Cloud User on the user record detail page.
| feature licenses like Service Cloud User or Marketing Cloud User can be found on the user profile page
128
What are two reasons a user cannot be deactivated?
The user is the recipient of workflow email alerts.
The user is a customer community administrator
129
How do you attach a file to a record in lightning?
Drag the file from your computer to the files related list card on the record or click the upload files button
130
What is a benefit of entering trusted IP ranges in the network access section?
users who login within the network are not required to verify their identity.
131
Company has 3 account record types: prospect, customer, and vendor. The customer record type is only for accounts that have a closed/won opportunity. How should the admin prevent users from selecting the customer record type when they create new account records?
remove the customer record type as an assigned record type in the users profiles and permission sets
132
Which two values can the Import Wizard use to find matching records?
Account name
Site fields
133
Which configuration option shows sales representatives the fields they must fill in prior to saving an opportunity?
Page layout required fields
134
Lookup filter
Limit search results and lookup search results for: lookup and mater detail relationship fields
Ex: on the opportunity object restrict the account name field so that it only shows active accounts
135
What are three objects that have a relationship with a campaign
lead, contact, opportunity
(a companys campaign usually targets prospect customers aka leads)
(a company usually targets it's existing customers aka contacts)
136
How should an admin ensure that picklist field's values display consistent colors on all reports?
1. create a formula field that defines the color for each value
2. update the picklist field and set the color for each value
137
A delegated admin cannot edit the Created Date field for the account record. What should you tell that person?
This is a System Audit field and is read-only for existing records
138
Sales reps want to use a different page layout when closing a case. What do you do to?
Use case close page layout
139
Checking if a field is required is an example of what type of validation?
System validation
140
Manager requested their admin automate the business flow so users need to get permission from their manager before they convert a lead. How?
Create an approval process making the manager as an approver along with a new lead record type that only displays the convert button when the lead is approved
141
How does an admin have record opportunities in USD and EUR?
Enable multiple currencies for the org in the company information settings then add active currencys
142
A user created a new list view and wants to share it with a colleague, can they?
It depends on whether the user creating the list view has the necessary permission either through their profile or a permission set.
Manage Public List Views permission has to be enabled through the profile or permission set so they can share the list view with other people. If they don't have this the list view is only available to themselves.
143
What type of fields can be used as the dependent field in a field dependency?
multi-select picklist
custom picklist
(NOT standard picklist)
144
Where are password policies maintained?
org
| profile
145
What can be maintained using the Salesforce mobile app?
Most standard objects can be maintained
146
What the max file size for a file uploaded to salesforce?
2GB
147
What's required when using the "adding multiple users" feature?
last name
email (user name)
profile
role
148
The only dependent fields in field dependency
custom picklist, multi-select picklist
149
The only controlling fields in field dependency
standard & custom checkbox
| standard & custom picklist
150
Reporting snapshots an be used with what type of reports?
tabular or summary
151
What are the steps for creating a custom field
field type
field details
field level security
page layout
152
How many child objects can be included in a custom report type?
3
153
How long does a backup data export remain available before it's automatically deleted?
48 hours
154
Types of communities
customer, partner, employee
155
Company uses orders functionality. A customer requested to return products. What do you do in salesforce?
Create a reduction order
156
Company has a sales team focused on renewals. The team uses many of the same opportunity fields as other teams but needs different stages values. What should the admin update to support this requirement?
Stage selected values in the sales process
157
Out of: cases, campaigns, opportunities, and leads, what are related to account?
Cases & opportunities
158
Universal Containers has a renewals sales team that will use the Opportunity object. They want to use many of the same picklist fields that are already defined, but will need unique picklist values.
What feature allows a System Administrator to maintain the same field for two different teams?
record types
159
A System Administrator wants to implement a feature for call recording to monitor customer service quality using Salesforce Service Cloud.
Which two statements regarding call recording should be considered when implementing this requirement?
Call recording is a feature of some add-on products from the AppExchange.
Call recording is a feature that a developer might create with Salesforce App Cloud.
160
Universal Containers created a Time-Based Workflow rule that sends a follow-up email to the customer two days after a Case is closed. The System Administrator wants to verify that the workflow functions correctly.
Which queue should the System Administrator view to monitor pending Workflow Actions?
time based workflow queue
161
A System Administrator creates a Workflow Rule that assigns a task to a support manager role when a case is escalated. The case owner is complaining about being assigned these tasks.
Add a field update to the Workflow to also change the owner.
We recommend that you not assign tasks to roles with multiple users. Assigning tasks to roles with one user allows you to easily change the user in that role without modifying the workflow rule.
162
What should a System Administrator do to organize the fields available on a report?
Create a custom report type
163
System Administrator wants to implement a feature for call recording to monitor customer service quality using Salesforce Service Cloud. Which two statements regarding call recording should be considered when implementing this requirement?
Call recording is a feature of some add-on products from the AppExchange.
Call recording is a feature that a developer might create with Salesforce App Cloud.
164
Universal Containers created a Time-Based Workflow rule that sends a follow-up email to the customer two days after a Case is closed. The System Administrator wants to verify that the workflow functions correctly. Which queue should the System Administrator view to monitor pending Workflow Actions?
time based workflow queue
165
A System Administrator creates a Workflow Rule that assigns a task to a support manager role when a case is escalated. The case owner is complaining about being assigned these tasks. What should a System Administrator do to correct this issue?
Add a field update to the Workflow to also change the owner.
166
What should a System Administrator do to organize the fields available on a report?
Create a custom report type.
167
The Password Policy shows that the length of time until passwords expire is 90 days. However, some users find that their passwords expire every 14 days. Where should the System Administrator change the password expiration period for these users?
profile assigned to users
168
Universal Containers has a complex sales process with multiple record types, each shared with all Profiles. Some users complain about the Record Type selection screen when creating new Opportunities. Which two actions should the System Administrator take to allow these users to bypass choosing a Record Type?
Instruct users to update the Default Record Type in My Settings.
Remove Record Types from the users' Profiles.
169
What can a System Administrator specify in the Company Information page?
Organization Name, Default Time Zone, Default Language
170
Which report should a System Administrator use to display the number of Contacts related to an Account?
Summary report with a Roll-up Summary Account field
171
Universal Containers uses a hybrid sharing model where Accounts and Contacts are Read Only and Opportunities and Cases are Private. Account Executives (AE) own all the Accounts. Some Contacts are owned by AEs, and other Contacts are owned by support reps. How should the System Administrator ensure the AEs can edit all the Contacts associated with their Accounts, no matter who owns the Contact?
Select the edit all associated contacts option for the AE Role in the Role Hierarchy.
172
Universal Containers has a renewals sales team that will use the Opportunity object. They want to use many of the same picklist fields that are already defined, but will need unique picklist values. What feature allows a System Administrator to maintain the same field for two different teams?
Record Types
173
Universal Containers uses a private data access model. Product managers and sales representatives are in different branches of the role hierarchy. What should an Administrator do to ensure that product managers can report on opportunities in their product line?
Create a sharing rule based on criteria.
174
Which two functions can be customized for the Salesforce Mobile App?
Object Compact layout
Navigation Menu content
175
How should a System Administrator ensure that a Picklist field's values display in consistent colors on all reports?
Update the Picklist field and set the color for each value.
