An administrator notices that there are two account records in the system with the same name. A contact record with the same name is associated with each account. Using the salesforce Merge Feature, what steps should be taken to merge these accounts ?
Merge the duplicate accounts, and then merge the duplicate contacts.
A sales manager is receiving an “insufficient privileges” error when viewing a contact. The contact owner is under the manager in the role hierarchy. What is the reason the sales manager is not able to view the contact?
The contact sharing settings are controlled by the parent, and the account owner is not under the sales manager’s role.
Developers at Universal Containers have created new custom objects and fields in a sandbox. Records have also been created for these new objects. What should an administrator do to move these objects, fields , and records to a production environment ?
Use the change sets to migrate the new metadata and Data Loader to migrate the records.
A user is trying to access content in a library but is receiving an insufficient privileges message.Which two ways should the administrator troubleshoot this issue?
- Determine if the user has been granted “Viewer” permission to the library of interest.
- Determine if the user’s record has the Salesforce CRM Content feature license enabled.
Universal Containers would like applicants to apply for multiple positions, tracking how many applicants have applied and how many positions each individual applicant has applied for. To do this, the administrator will create a Job Application junction object between Applicant and Position objects. Why will this action meet the requirement ?
The junction object allows a many-to-many relationship and also roll-up summary fields on the parent objects.
Which two should an administrator consider when enabling Territory Management ?
- Sharing for accounts, contacts, opportunities, and cases are impacted.
- It limits the type of forecasting that can be used.
Users have been given Read/Write access to product support cases through criteria-based sharing rules. A user’s profile only has read permission for cases.What can the user expect regarding their ability to edit product support cases?
The user will not be able to edit product support cases.
The inside sales manager at Universal Containers wants to be able to report on how long leads have a Lead Status of “Open” before the status changes to another value. Additionally, the sales team has requested the status value be changed with fewer clicks.What should the administrator do to meet this requirement?
Use a quick action to change the status value and a workflow rule to update a date field.
Universal Containers has a workflow rule that sends an email alert to the VP of Sales when a large deal is won. The VP is reporting that these emails are not being delivered.Which two tools should be used to determine the problem?
- Debug log
2. Email log
Which two should an administrator consider when setting up Salesforce CRM Content ?
- A validation rule can ensure a description is required for all contributed content.
- The content type determines which fields appear on the Content Detail page layout.
Sales management wants a small subset of users with different profiles and roles to be able to view all data for compliance purposes.How can an administrator meet this requirement?
Create a permission set with the View All Data permission for the subset of users.
An administrator would like to know which delegated administrators are actively customizing their organization. Where can the administrator find this information?
Setup audit trail
The VP of Sales wants to enforce a new B2B sales process for the sales representatives. For example, if an opportunity is still in the Prospecting stage one day after the next stage is due, the Deal Status should change to Stalled and the number of deals stalled on the account should be incremented. Which two actions can an administrator use to automate this process?
- Workflow Field update on the opportunity
2. Roll-up summary field on the account
What should an administrator consider when moving approval processes using a change set?
Change Sets do not include the order of active approval processes from the source organization.
If an administrator uses the data loader to transfer ownership of account records, which two results can be expected?Choose 2 Answers.
- All manual sharing is removed from the records that are transferred.
- All ownership-based sharing rules for the records are recalculated.
Universal Containers uses a custom object to track customer complaints. The company wants to have a field on the custom object where they can include a reference to another complaint. What types of relationship can be used to accomplish this?
An administrator has initiated the process of deploying changes from a sandbox to the production environment using the Force.com IDE. Which three pieces of information must be supplied to the IDE during this process?
- The metadata components that need to be deployed.
- The environment into which the changes will be deployed.
- The user name and password of the destination environment.
Universal Containers uses a custom object to track resources called Supply Items with a lookup to Accounts. The Supply Items records should only be visible by users that own the Account records.What sharing setting provides the correct visibility?
Controlled by Parent
The administrator of Universal Containers is testing an approval process in a recently refreshed Developer Pro sandbox and is finding that none of the notification emails are being sent to the approvers. Which two reasons could be the cause?Choose 2 Answers
- The email addresses for the users are incorrect.
2. The Deliverability Access Level setting is incorrect.
The support manager at Universal Containers wants a dashboard that shows the number of cases that remain open as of 5:00 p.m. each day.What type of report should be used in the dashboard component?
Report based on a reporting snapshot that runs daily at 5:00 p.m.
The Sales Manager at Universal Containers would like a dashboard to view each of the sales representative’s opportunities, accounts, and related cases. What is a recommended solution?
Create a dynamic dashboard and add filters for opportunities, accounts and cases.
A sales manager would like access to the following: All closed/won opportunities in the last six months for each account the manager owns. All cases created within the last six months for each account the manager owns. What can the administrator create to meet these requirements ?
Create an Account report and add Opportunity and Case cross filters.
Universal Containers has a process to allow an employee to submit a vacation request and route it to the employee’s manager for approval. An employee attempted to submit a request but it could not be submitted. How could the administrator troubleshoot this?
Ensure the user record has an assigned active manager.
Recruiters at Universal Containers want to associate a position with their related job applications using two custom objects - Position and Job Application. A job application must always have a related position. If a position is deleted, the corresponding job applications are deleted. What type of object relationship will meet this requirement ?
Which two requirements must be met for a user to view knowledge Articles within a Salesforce organization?Check 2 answers.
- The user must have access to the articles tab.
2. The user’s profile must have the read permission for at least one article type.
Universal Containers would like to ensure that when an opportunity stage is Closed Lost the reason is captured in a custom Reason Lost field before the record can be saved.Which approach can be taken to meet this requirement?
Create a validation rule that requires Reason Lost to be populated once the opportunity stage is Closed Lost
When a lookup relationship is created between two objects, which three options can the administrator select to help manage situations when a lookup record is deleted?Choose 3 answers.
- Do not allow deletion of a lookup record that is part of a lookup relationship.
- Delete the related record also.
- Clear the value of the lookup field.
Universal Containers has four sales regions: North America, APAC, EMEA, and LATAM. Each sales region is led by a VP of of Sales. Each of the VPs wants to have a dashboard emailed to them every Monday morning that contains components with only the data for their region.How can an administrator meet this requirement?
Create a separate dashboard with data specific to each sales VP, scheduled to be delivered on Monday mornings.
The VP of Sales wants to require that the Next Step Field is always updated when an opportunity stage is changed.How can this process be automated?
Create a validation rule with the following formula: AND( ISCHANGED(StageName), NOT(ISCHANGED(NextStep))
The recruiting manager at Universal Containers has requested a new picklist value in the Type field on the Position object by the end of the week.If the administrator is unable to complete this request in the desired timeline, what type of access will allow the recruiting manager to make the changes in Salesforce?
Delegated administration over the Position object
What is the correct order of steps to follow when working with inbound change sets?
Validate, Deploy, Monitor
The administrator at Universal Containers wants to improve data quality by ensuring that all accounts have a billing State/Province based upon the Billing Postal Code for that account.Which two solutions can meet this requirement?Choose 2 answers.
- Use a validation rule to do a VLOOKUP of the Billing Postal Code to a custom object that maps postal codes to states/provinces.
- Use a trigger that populates Billing State/Province based on a custom object that maps postal codes to states/provinces.
Which three capabilities of Live Agent in the Salesforce Console for Service?Choose 3 answers.
- The Articles tool can be used to search for Knowledge Articles
- Chats can be transferred to other agents.
- The Details tab can be used to see information about the visitor.
An administrator wants to allow users who are creating leads to have access to the Find Duplicates button.What lead object-level permission will the administrator need to provide these users?
A sales manager wants to edit the opportunities entered by the sales team. The manager does not have Edit access to the Opportunity object.What is a recommended solution?
Create a permission set and associate Edit opportunity to the user record.
Universal Containers needs to create price books for sales representatives in multiple regions. How should the administrator meet this requirement?
Clone the standard price book and create a new price book for each region.
Universal Containers categorizes its accounts with one of two status values - Prospect or Customer. The administrator wants to automatically change the value from Prospect to Customer when an opportunity is won. Which two actions should the administrator take to accomplish this?Choose 2 answers
- Create an opportunity workflow rule that updates the Account Status field.
- Use an Apex trigger to update the Account Status field.
The Marketing Manager has requested that a field be added to each account that displays the number of contacts associated with that account. The manager wants to use this field as part of an email marketing segmentation strategy.How can this requirement be met?
Create a custom field on the account. Use an Apex trigger to update the field when contacts are added or deleted.
When using Collaborative Forecasts, which two types of data can a sales representative access from the Forecasts tab?Choose 2 answers
- Opportunities that make up each forecast amount
2. Forecast amount for each opportunity stage
Which three are capabilities of Collaborative Forecasting?
- Rename categories
- Forecast using opportunity splits
- Select a default forecast currency setting
Universal Containers support team needs to track service level agreements for customers. Today, they manually look up contacts by name when a customer calls.How can the administrator automate this process?
Enable entitlements and add the tab for entitlements and service contracts.
Which two options are allowed with Territory Management and the territory hierarchy, but NOT with the standard Role Hierarchy?
- Allow multiple forecasts for each user.
2. Grant access to related records based on account sharing.
An administrator would like to convert a Master-Detail relationship to a Lookup relationship.What actions should be taken prior to converting the relationship?
Delete all roll-up summaries that reference the detail object prior to converting,
To set up entitlement management, including milestones, entitlement processes, and entitlement templates which two permissions need to be enabled?
- Customize Application
2. Manage Entitlements
Which three statements are correct about change sets?
- To use change sets, at least one inbound and one outbound connection must exist.
- When a change set is deployed to production, by default, all Apex tests will automatically be run.
- There is a feature that allows the user to validate a change set before deploying it.
Users report that the industry picklist field is no longer visible on account records.What test can an administrator use to troubleshoot the issue?
Setup audit trail
After delegated administration is granted for a custom object, which two actions should the delegated administrator be able to complete?
- Create a custom tab for the object.
2. Add a custom picklist field to the object.
The VP of Marketing is launching campaigns in each region to target accounts that do not have open opportunities. What reporting solutions can an administrator set up to assist with this?
The sales operations team has requested a new custom object with the following requirements: The Sales Managers should have full access to all records created. The object’s sharing default should be set to Private. No new sharing rules should be created. Which two options can the system administrator setup for the security for this object?
- Add the “modify all” permission to the Sales Manager Profile for the new Object
- Create a Record Type with “modify all” checked, and assign this Record Type to the Sales Manager Profile
The marketing department at Universal Containers regularly changes the page layout requirements for its customer marketing objects. The VP of Marketing has asked the administrator for permission to configure only these objects.What can the administrator do to meet this request?
Setup the VP of Marketing as a delegated administrator for the custom marketing objects.
How can the administrator ensure article managers use specified values for custom article fields?
Create a validation rule on the article.
A sales manager would like a report of accounts with no closed/won opportunities in the last year.How can this requirement be met?
Create a tabular report using the Account report type and add a cross filter using Opportunities.
An administrator has been asked to create a replica of the production organization. The requirement states that existing fields, page layouts, record types, objects, and data contained in the fields and objects need to be available in the replica organization. How can the administrator meet the requirement?
Create a Full Sandbox
A user with permissions to create price books wants to quickly create a new product with the same information as the existing product by cloning the product. What is an important consideration when cloning a product?
Price book entries in the price books that the user does not have access to will not be created.
Sales management wants to enforce a process in which the name of an account is always included in the name of an opportunity. How can automation be used to help meet this requirement?
Write a criteria-based workflow rule that updates the opportunity name concatenated with the account name.
Universal Containers wants customers who buy the Freight Container product to be billed in monthly installments. How should an administrator meet this requirement?
Create a default revenue schedule on the product.
On a monthly basis, an administrator would like to pull data related to service contracts from Salesforce to store elsewhere. Which two ways can an administrator accomplish this?Choose 2 answers
- Use Data Loader to export the data each month.
2. Configure the “Schedule Export” options under Data Export
Universal Containers has setup a picklist dependency between Region and Zone on the Account object. The sales manager has requested that when a user selects a region a zone must also be selected.How can this be achieved?
Create a validation rule using ISPICKVAL().
Which two values roll up the Hierarchy to the manager for both Customizable and Collaborative Forecasts?
- Opportunity amount
2. Quota amount
Universal Containers wants to allow its customers to submit support requests across multiple channels.In which two ways can this be accomplished with Salesforce ?
- Enable Chatter Answers in the company’s Customer Community.
- Create a Live Agent chat button on the company website.