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Change Set - ANSWER Allows an administrator to deploy customizations from one Salesforce org to another. For example, you might create and test a new object in a sandbox org and then deploy it to your production org using this feature. The feature can only contain modifications you can make from the Setup menu.
Web-to-lead - ANSWER creates a contact form that can be embedded within an existing website. Each form submission generates a lead record in Salesforce. It does have a number of limitations; so long as those limitations do not prohibit its use, it is the simplest method to create a lead capture form for Salesforce.
Report - ANSWER a collection of records that meet the criteria you define.
Dashboard - ANSWER a visual display of key metrics and trends for records in your org.
Dynamic dashboard - ANSWER dashboard for which the running user is always the logged-in user. This way each user sees the dashboard according to his or her own access level.
Report builder - ANSWER drag-and-drop visual editor for reports.
Boolean - ANSWER Data type that has two values--usually true or false.
Filter Logic - ANSWER Allows an administratior to conditionally apply filters to reports.
My unresolved items - ANSWER When you sync items or emails to SF with Salesforce for Outlook, Lightning Sync, or Email to Salesforce, items that can't be automatically synced go here.
Workflow Queue - ANSWER Used to view (or delete) pending actions triggered on workflow rules that have time dependent actions.
Salesforce Users at Ursa Major Solar are complaining that global search returns too many records.
Which two configurations should an administrator do to help users manage search results? - ANSWER Specify the Search Filter Fields for the object's search layout.
Limit the number of records shown for each object on the Search Results page.
List View - ANSWER A list of records that meet certain filter criteria.
What are two reasons a user cannot be disabled? - ANSWER The user is the recipient of workflow email alerts.
The user is a customer community administrator.
User License - ANSWER A user license determines the baseline of features that the user can access. Every user must have exactly one user license. You assign user permissions for data access through a profile and optionally one or more permission sets.
Permission Set - ANSWER A collection of settings and permissions that define what a user can do within the tools and features.
The settings and permissions within permission sets also exist in profiles; however, permission sets extend functional access to users without changing their profiles.
What is one possible reason? - ANSWER The folder is private.
Sharing Rules - ANSWER Provide select users with increased access by creating automatic exceptions to your organization-wide sharing settings.
Use when you want to extend sharing access to users that belong to a public group, roles, or territories.
Role Hierarchy - ANSWER Salesforce provides a user role hierarchy you can optionally use in combination with sharing to determine what users can access in your Salesforce organization.
However, some of the important components that depend on roles in the hierarchy include records and reports.
Ursa Major Solar supplies components and systems for harnessing solar energy, and they want to keep the information updated on their Company Information page in Salesforce. Which of the following set of information can an administrator specify in the Company Information page? - ANSWER Organization Name, Default Time Zone, Default Language
Ursa Major Solar wants to make sure that all of her locale settings within the Salesforce system are updated and consistent. The administrator is going through the steps to update and set preferences for this information. Which two sets of parameters are configured using Locale settings? - ANSWER Time and Number Display Format
First/Last Name and Date Format
The VP of Sales has just dictated a new naming convention for opportunities so that the naming is consistent throughout the company. As part of the roll-out, the sales manager wants to update several opportunity names for his sales team in Europe using his "Team Europe" list view within Salesforce. Which user interface settings should be utilized to allow users, with all necessary profile permissions, to edit records in List Views? (Choose two answers.) - ANSWER Enable Inline Editing
Enable Advanced Lists
Ursa Major Solar has hired a new member who will be joining the customer service team, working directly with customers, and managing cases. The user requires access to the Service Console for managing cases and customer information. As an administrator, what should be done to grant a Service Cloud user license to a new user?
- ANSWER Enable Service Cloud User on the user record detail page.
Ursa Major Solar is a medium-size, Southwest-based supplier of solar components and systems that's expanding globally. An administrator receives notice of a new employee in the Tokyo office who needs access to the Salesforce organization. Which two considerations should the administrator take into account when creating a new user in a production Salesforce org? - ANSWER Usernames must be unique across all production Salesforce orgs.
Username has to be an e-mail address.
A newly hired employee tries logging in to Salesforce, but is unable to do so because he continuously receives login error messages. He asks the Salesforce admin to help him with this. What could be the first step of the admin that would help resolve an issue of login error messages? - ANSWER Check the user's login history related list on the user record.
The administrator learns that one employee will be going on leave for a number of weeks. Ursa Major Solar prefers the employee doesn't log into Salesforce while away, but they could forget to. What should be done by an administrator to disallow a user logging in to Salesforce for a certain period of time? - ANSWER Freeze their user account.
The administrator is tasked with deactivating the Salesforce user account for an employee who has left the company. When a user account is deactivated, what happens to the license associated with the account? - ANSWER The license become available for reassignment.
Ursa Major Solar needs a field reflecting account size based on the standard field, number of employees.
Which formula function would an administrator use to test a condition with multiple outcomes to return different results? - ANSWER IF
The sales managers at Ursa Major Solar want opportunities that have not been updated in the past 30 days to automatically be flagged.
What would be a good way to enforce this? - ANSWER The admin would build a formula field which calculates the time since last update and displays an image of a red flag if that criteria is met.
The Ursa Major Solar CEO doesn't want to see a list of contacts when he comes into an account page but does need to have access to contact records.
How would the admin do this? ANSWER Create account page layout with no Contacts Related List.
The VP of Sales within Universal Containers would like to know that there will be a standard, color-coded report so its easy to track picklist values coming from the stage field on an opportunity.
How should an administrator ensure that a picklist field's values display in consistent colors on all reports? (two answers) - ANSWER Update the Picklist field and set the color for each value.
Create a Formula field that defines the color for each value.
Ursa Major Solar wants to report on invoice payments on an opportunity related list. Only the financial team needs to see this related list, but all users should be able to view Invoice Payment reports.
How should the administrator implement this requirement? - ANSWER Create a new page layout and profile for the finance team.
The marketing team of Ursa Solar Major would like a chart added to their home page
specific to lead generation.
What would an Admin recommend in order for this request? - ANSWER The home page for the marketing team should be updated in the Lightning App Builder.
It just so happened that the admin for the sales operation team just updated that project record page with some new fields and dynamic components but after refreshing the page the changes are not there.
What does the admin need to check to confirm the changes are active? - ANSWER Check that the page is activated in the Lightning App Builder.
A delegated administrator for Ursa Major Solar is not able to edit the Created Date field on the account record.
Why should the administrator explain this is occurring? - ANSWER This is a System Audit field and its Read-Only for existing records.
Ursa Major Solar would like to create a field for storing credit card numbers and would like to provide security on that field.
Which two steps allow the administrator to provide additional security for this field? - ANSWER Create an encrypted field.
Update field-level security settings.
Ursa Major Solar has a renewals sales force that uses an Opportunity object that does need to utilize many of the same picklist fields that currently have been defined, but do need to have unique picklist values.
What allows an admin to maintain the same exact field use for two different teams?
Ursa Major Solar has a sales team that focuses on renewals. The team uses many of the same Opportunity fields as other teams, but needs different Stage values.
What should the administrator update to support this requirement? - ANSWER Stage Selected Values in the Sales Processes
The customer support team would like to use a different Page Layout when closing a
(For instance, you can have a two-object master-detail relationship, like Account — Expense Report that extends the relationship to subdetail records, like Account — Expense Report — Expense Line Item. Then you can perform actions across the master — detail — subdetail relationship.)
One-to-many - ANSWER Relationship with lots of children objects but one Parent Object
Example - Many metro cities are associated with one country.
This relationship is represented in four different forms:
(1) Master-detail (2) LookUp /loosely coupled relationship) (3) Self (4) Hierarchical
Lightning App Builder - ANSWER A point-and-click tool that makes it easy to create custom pages for the Salesforce mobile app and Lightning Experience
Ursa Major Solar has developed a new product line of solar panels, together with a special sales team to sell these products. The sales process in the new line is more complicated than the current sales process, so the new stages must be added to the path.
How would the System Administrator configure Salesforce so that only the appropriate stages appear depending on the product line? - ANSWER By creating a Sales Process and Opportunity type for each product line.
The Sales operations director at Ursa Major Solar has noticed that the number of sales reps logging opportunities without products has increased. Operations have to go back into each opportunity after the fact and add products. To help sales reps remember to add products to every opportunity, the system administrator needs to make the following configuration change:
Ursa Major Solar has just launched their new line of products. Ursa Major Solar is driving a large amount of leads from prospects on their web form who identified what product in which they are interested and the leads come into Salesforce natively. Based on a custom Lead field named Product Interest, how would the System Administrator
use what two features in order to automagically delegate ownership of a Lead to the matching product team? - ANSWER Assignment rules, Queues
Sales reps at Ursa Major Solar are working on opportunities and need to see how their peers have worked other opportunities with similar products competing against the same competitors. What two features would an admin use to enable this? - ANSWER Opportunity Dashboard, Chatter groups
Salesforce users at Ursa Major Solar complain that the global search returns too many records. To which two types of fields can custom fields in the Lead object be mapped? - ANSWER ● Opportunity
● Account
● Contact
Ursa Major Solar has an inside sales team that sells only warranty renewals and an outside sales team that sells only products. Each type of sale captures different information and has a different sales cycle. How would the system administrator configure Salesforce to meet these requirements? - ANSWER Create a page layout, sales process, and record type for each type of sale.
Ursa Major Solar sells several products that have equivalents in the products from other companies. Sales representatives request a way to track the strengths and weaknesses of products compared to those offered by other vendors. What should the system administrator implement? - ANSWER Competitors on the opportunity page layout
Ursa Major Solar wants the sales team to have information regarding Closed Won opportunities with a common competitor for all pending big deals. Which set of features should the system administrator implement? - ANSWER Competitors and Similar Opportunities
How might the system administrator configure biweekly sales representatives' notifications to include opportunities that need attention, based on the last login of an opportunity owner, Past Due Opportunities, and All Opportunities not updated in the last 30 Days? -ANALYSE Configure Opportunity Update Reminders.
Knowledge? - ANSWER Articles can be grouped into categories
Article access can be controlled
Ursa Major Solar wants to reduce its support costs by allowing customers to collaborate on answering questions and solving problems for each other. A Salesforce administrator wants to enable its customers to interact with each other and share best practices. Which feature should the administrator use? ANSWER Sites using Experience Cloud (formerly Communities)
What configuration task should be performed to ensure each Case is assigned a valid Owner? - ANSWER Set up the Default Case Owner in Support Settings.
The Support Representatives at Ursa Major Solar need the same technical engineer group assigned to each new case. What does a system administrator need to create to meet that business requirement? - ANSWER A case assignment rule that assigns the case team
What might be a potential advantage to using Suggested Solutions? - ANSWER Reduced support costs
Your company wants to let its resellers keep track of its leads and opportunities within Salesforce. What should be implemented? - ANSWER Partner Site using Experience Cloud
A system administrator enables Case Feed Actions and Feed Items in Support Settings. With the appropriate profile permissions enabled, what change will users see? - ANSWER Cases use feed layouts rather than standard page layouts
Ursa Major Solar wants the internal support requests to go to any of the IT representatives. They want the external support requests to go to customer support representatives based on the contact's location. Which of the following would the system administrator use to set this up? - ANSWER Assignment Rules and Queues
Web-to-Case - ANSWER Gather customer support requests directly from your company's website and automatically create new cases.
Sites using Experience Cloud (formerly Salesforce Communities) - ANSWER ● Provide a single place for employees, customers, and partners to connect.
● Companies can collaborate and communicate with people outside of the company who are key to the business.
Assignment Rules - ANSWER Define conditions that determine how leads or cases are processed.
Auto-response Rules - ANSWER Set up automatic email responses to lead or case submissions based on the attributes of the record.
Salesforce Knowledge - ANSWER ● Create and manage a knowledge base with your
company information ● Securely share it when and where it's needed.
Case Escalation Rules - ANSWER The case is automatically escalated by escalation rules when the case meets the criteria in the rule entry.
Ursa Major Solar's sales director has 50 sales reps working at various places worldwide. His sales team views the team's busy schedule through Salesforce using its calendar feature. Team members, though, create their all-day events in an inconsistent manner and he would like a better practice in place. Questions A sales representative wants to add an All Day event to her calendar in Salesforce. How does she create this event? - ANSWER All-Day Event checkbox on the event
Ursa Major Solar is implementing Salesforce within the company. All users at Ursa Major Solar have loaded into the system, but a small set of users have been identified to be the test users before full company adoption. These test users will give feedback via Chatter to make sure all features and tools are adjusted to work for the company-wide deployment. What are two steps a system administrator takes in order to manage
● Use Announcements for important messages.
● Post updates, files, and links.
● Include customers in private groups.
Which of the following can be added to an Outlook Publisher Layout? - ANSWER Quick Actions
Lightning for Outlook
Some users complain about needing to select the Record Type each time they create a new Opportunity. What should the administrator do to allow those users to bypass selection of record types? - ANSWER ● Link emails in Microsoft Outlook to contacts, leads, accounts, opportunities and cases in Salesforce. It can also relate Events to records within Salesforce.
● Relate events to records within Salesforce
Salesforce Mobile App - ANSWER Provides you access to the same information you see on your computer, but organized for getting work done while away from the office.
A sales manager at Ursa Major Solar wants a team of sales reps to know how many open opportunities they have at any given time. How would an administrator configure a report for each sales rep to see their own open opportunities? - ANSWER Create a report filtered by my opportunities
Which two of these report charts show how many leads are in the marketing pipeline based on lead status and what percent each lead status represents? - ANSWER Pie Chart
Donut Chart
A finance user, whose View All Data permission is enabled, opens a sales pipeline report and sees no opportunities. However, a Sales Rep sees the opportunities as expected. That's the opposite of what should happen-opportunities should only be visible to those with permission. Which two actions should the administrator perform to resolve this problem? - ANSWER Select Save Hierarchy Level on the pipeline report
Update the report filter to show All Opportunities
What would the administrator do to provide each Sales Rep with a dashboard showing them their current Opportunity pipeline? - ANSWER Set the dashboard running user to "the dashboard viewer"
A sales user wants to add components to their dashboard. What is the maximum number of components that can be added to a single Dashboard? - ANSWER 20
What would the system administrator want to check if the users are not able to view a Custom Report Type? - ANSWER The new report type should be deployed
Ursa Major Solar 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? - ANSWER Create a sharing rule based on criteria
Ursa Major Solar regularly imports accounts from an external order system that has its own ID field for each record. How can the system administrator prevent duplicates on those imports? - ANSWER Create a unique external ID field on Salesforce for matching.
Sales Operation Team at Ursa Major Solar needs to import and export accounts, contacts, opportunities, and orders. Which two profile permissions will the sales operation team need to do this? - ANSWER API Enabled
Modify All for those objects
The head of operations at Ursa Major Solar has observed that sales reps, when moving opportunities to the closed stage, sometimes do not fill in the product installation date. If the date is not logged, the operations team needs to reach out to the sales rep to confirm the installation date. Operations Manager requests that sales reps not be allowed to close an opportunity before logging the installation date of a product. Which
valid values and lookup dialog results are displayed for a given lookup, master-detail, or hierarchical relationship field. A lookup filter might limit the Account Name field on opportunities to include only active accounts.
Data Import Wizard - ANSWER ● An interface for importing data for a number of common Salesforce objects such as accounts, contacts, leads, solutions, campaign members, and person accounts.
● Can import data for custom objects
● Can import up to 50,000 records at one time
Validation Rules - ANSWER Make sure the data a user provides in a record meets your specs, before the user can save the record
Data Loader vs Import Wizard - ANSWER When to Use Data Loader: - You need to load 50,000 to 5,000,000 records. Data Loader is supported for loads of up to 5 million records You want to schedule regular data loads, for example, nightly imports You want to export your data for backup purposes Import Wizard Use the import wizard when you are loading less than 50,000 records; you want to prevent duplicates by uploading records by account name and site, contact email address, or lead email address.
CSV File - ANSWER ● Comma Separated Values (CSV)
● A plain text file that contains a list of data
● An accepted file format for Data Loader and Data Import Wizard
Which type of report should a manager use when he wants to present the total number of contacts that are associated with an account? - ANSWER Summary report along with a report formula.
Which three reports can be used to display a list of the Top 10 Accounts on a
dashboard? - ANSWER ●Tabular report with Rows to Display set to 10
● Summary report with a chart
● Summary report without a chart
What would an administrator do to organize the fields available on a report? - ANSWER Create a custom report type.
Tabular Report- ANSWER This report is the simplest and fastest way to look at data. Similar to a spreadsheet, they consist simply of an ordered set of fields in columns, with each matching record listed in a row. Tabular reports are best for creating lists of records or a list with a single grand total. They cannot be used to generate data sets or charts and cannot be used in dashboards unless the number of rows are limited. Examples include contact mailing lists and activity reports.
Summary Report This report type is similar to tabular reports, but also allows users to group rows of data, view subtotals, and create charts. They can be used as the source report for dashboard components. Use this type for a report when you want to show subtotals based on the value of a particular field or when you want to create a hierarchical list, such as all opportunities for your team, subtotal by Stage and Owner.
The administrator at Ursa Major Solar has created a process in Process Builder that sends email alerts when a case with high priority is created. A new support engineer who works remotely complains that he does not receive the email alerts while all the other users do. What are the steps a Salesforce administrator can take to troubleshoot this problem? - ANSWER Check whether the user's email address
Ursa Major Solar has built an automation that sends a follow-up email to the customer two days after a case is closed. The administrator would like to test whether this process is firing as it should. In which queue would the administrator check to see actions pending execution? - ANSWER Paused flow interviews
Ursa Major Solar has an auto-response rule to send emails when a customer creates a new case, and an assignment rule to determine ownership of new cases. In addition the case object has validation rules that ensure that each case contains values for all fields its owner will need to resolve it. What is the order of execution Salesforce performs on immediate workflow rule actions and other business automations for a newly inserted record? ANSWER Validation rules, assignment rules, auto-response rules, workflow rules, escalation rules
