SET1

Question 1

Support agents at Cloud Kicks are spending too much time finding resources to solve customer cases. The agents need a more efficient way to find documentation and similar cases from the Case page layout. How should an administrator meet this requirement?

A. Use an interview flow to capture Case details.
B. Configure Knowledge with articles and data categories.
C. Create a custom object to capture popular Case resolutions.
D. Direct users to Global Search to look for similar cases.

Answer 1

B. Configure Knowledge with articles and data categories.

Question 2

Users at Dream House Realty are only allowed to see opportunities they own. Leadership wants an enterprise-wide dashboard of all open opportunities in the pipeline so that users can see how the company is performing at any point in time. How should an administrator create the dashboard without changing any sharing settings?

A. Add a filter to the dashboard to filter the opportunities by owner role.
B. Create a dashboard with the running user set as someone who can see all opportunities.
C. Update the dashboard folder settings to manager for the sales reps role.
D. Build individual dashboards for profiles that need to see the enterprise results.

Answer 2

D. Build individual dashboards for profiles that need to see the enterprise results.

Question 3

Which two solutions could an administrator find on the AppExchange to enhance their organization?
Choose 2 answers
A. Components
B. Customers
C. Consultants
D. Communities

Answer 3

A. Components

C. Consultants

Question 4

An administrator at AW Computing has been asked to help the Support team with report folders. They want a folder called Support Reports and twofolders underneath called Helpdesk and R&D. The Support organization uses public groups for Support Agents, R&D, and Managers. Support agents should be able to run Helpdesk reports, but should not be able to view R&D reports. Support managers should be able to view and edit all reports. Which two ways should these folders be shared?

Choose 2 answers
A. Share the Support Reports folder with Support Managers with Edit Access.
B. Share the Support Reports folder with Support Agents with View Access.
C. Share the Helpdesk folder with Support Agents with View access.
D. Share the R&D folder with Support Managers with Edit Access.

Answer 4

A. Share the Support Reports folder with Support Managers with Edit Access.
C. Share the Helpdesk folder with Support Agents with View access.

Question 5

A sales rep has left the company and an administrator has been asked to re-assign all their accounts and opportunities to a new sales rep and keep the teams as is. Which tool should an administrator use to accomplish this?

A. Dataloader.io
B. Mass Transfer Tool
C. Data Loader
D. Data Import Wizard

Answer 5

B. Mass Transfer Tool