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169 Cards in this Set
- Front
- Back
- 3rd side (hint)
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What is a sandbox?
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A sandbox is a replica of the production organization that allows users to develop code and configure changes as well as test and train in a separate organization without risking or compromising data.
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True or False: Sandboxes are updated with new features a couple of weeks before each Salesforce release. |
TRUE |
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What is an encrypted text field? |
An encrypted text field is a text field that can contain letters, numbers, or symbols which are encrypted. |
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Who are the users that can see values stores in encrypted fields? |
Users that have the "View Encrypted Data" permission. |
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True or False: Encrypted fields CANNOT be included in report results. |
False. Encrypted fields CAN be included in report results. |
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Name two limitations of encrypted fields when changing field types. |
1. Existing custom fields can't be converted into an encrypted text field. |
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What are the Territory Access Levels across for the Account object? |
1. View Only 2. View and Edit3. View, Edit, Transfer, and Delete |
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What are the Territory Access Levels for the following objects: Contact, Case, and Opportunity? |
1. No Access 2. View Only 3. View and Edit |
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What are the three stages of the data quality lifecycle? |
1. Assess 2. Cleanse 3. Maintain |
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Name 3 actions that are part of the "Assess" stage of the data quality lifecycle? |
1. Analyze data 2. Identify problems 3. Determine next steps |
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Name 3 actions that are part of the "Cleanse" stage of the data quality lifecycle? |
1. Standardize 2. Clean 3. Dedupe |
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Name 2 actions that are part of the "Maintain" stage of the data quality lifecycle? |
1. Educate 2. Enforce |
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Analytic Snapshots |
Can add up to 2,000 new records to the target object. Any records over 2,000 are not added to the target object.Tip #1: Use multiple source reports and analytic snapshots to add more than 2,000 records to a particular object. Tip #2: Filter the source report accordingly to reduce the number of records. |
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What is a dynamic dashboard? |
A dynamic dashboard displays the data accessible to the user viewing it, rather than the data accessible to the specified running user. Optionally, authorized users can change the running user directly from the dashboard view page. |
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What does a dashboard filter do? |
A dashboard filter allows viewers to change the data visible on the dashboard by selecting a filter value from a dropdown list. |
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How many dashboard filters can be applied to a single dashboard? |
Three |
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True or False: Only fields that are common to all components on the dashboards can be used as a filter. |
TRUE |
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What does a combination chart do? |
A combination chart lets you plot and compare multiple summary values on a single chart. |
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What is PARENTGROUPVAL? |
A function used in custom summary formulas to return the value of a summary field from a specified parent grouping or grand total. This 5-minute video teaches you how to use this function: http://www.youtube.com/watch?v=7pn-9yCLgRE |
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What is PREVGROUPVAL? |
A function used in custom summary formulas to return the value of a summary field from a previous grouping. |
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What is bucketing? |
Bucketing enables the segmentation of report data on the fly by defining a set of categories, or "buckets", to sort, group, or filter the records. |
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What types of fields can be used in bucketing? |
Picklist, number, and text field types. |
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What is an exception report? |
An exception report uses a "without" relationship to how where data doesn't exist (e.g. Accounts without opportunities) |
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What do cross filters do? |
Cross filters enable filtering of the parent records in a report by their related child records (using WITH or WITHOUT conditions). |
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How many cross filters can be applied to a single report? |
Three |
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What is a sub-filter? |
A sub-filter provides an option to extend a cross filter by including only child records that meet certain criteria. |
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How many sub-filters can be applied to a single cross filter? |
Five |
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What are two important aspects of the primary object? |
1. It dictates which related objects can be included in the report type. 2. It controls which object appears in the show filter and other filters in the report builder. |
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What are report types? |
Report types are predetermined combinations of related objects and their fields that are used as starting points when building new, custom reports. |
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True or False: Standard report types are available by defaults for standard objects only. |
False. Standard report types are available by default for standard and custom objects as well as their related objects. |
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True or False: New custom fields are NOT automatically added to standard report types. |
FALSE |
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True or False: Standard report types show "with" relationships. |
TRUE |
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What is delegated administration? |
Delegated administration allows the assignment of limited administrative privileges to non-administrators. |
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What are two areas of Salesforce a delegated administrator can manage? |
1. Users 2. Custom Objects |
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What can delegated admins manage in terms of users? |
For specified roles and subordinates roles, delegated admins can: 1. Log in as users, reset passwords, and unlock users. 2. Create and edit users. 3. Assign users to specified profiles |
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What can delegated admins manage in terms of custom objects? |
For specified custom objects, delegated admins can customize most aspects including: 1. Fields, page layouts, and record types. 2. Validation rules. 3. Custom tabs. |
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What is a custom app? |
A grouping of tabs that gives users access to just the objects, records, and features they need for a specific business function. |
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True or False: Custom apps have custom logos and defined landing tabs. |
TRUE |
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What is a junction object? |
A junction objects links two objects in a many-to-many relationship. |
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What are the two types of relationships between objects? |
1. Master-Detail 2. Lookup |
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What is a master-detail relationship? |
A "strong" relationship. Record ownership and access are controlled by the parent. If the parent record is deleted, the child record gets deleted. |
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What is a lookup relationship? |
A "loose" relationship where parent records have no control over child records. In a lookup relationship, if you make the lookup field required, parent records cannot be deleted. If it's optional, you can select one of the following: |
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Schema Builder |
Used to view relationships between objects and create new custom objects and fields. |
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What are three benefits of creating a custom tab for a custom object |
1. Establishes a home page for the object, which allows users to view records through list views. 2. Records can be searched for using search bar. 3. Users can create new records from the "Create New" section on the side bar. |
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What are three deployment tools? |
1. Change sets 2. Force.com IDE 3. Force.com Migration Tool |
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Notes about Change Sets |
Available from the Setup menu Used to migrate changes between related organizations. |
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Notes about the Force.com IDE |
Standard development environment Used to migrate changes between related or unrelated orgs. Modify or delete metadata. Manage changes in a source-code control system. |
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Notes about the Force.com Migration Tool |
Utilizes Apache ANT script. Used to migrate changes between related or unrelated orgs. Modify or delete metadata. Manage changes in a source-code control system. |
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What are the three types of sandboxes? |
1. Full 2. Configuration-Only3. Developer |
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How often can a full sandbox be refreshed? |
Once per day. |
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How often can a developer sandbox be refreshed? |
Once per day. |
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What are the storage limits of each sandbox type? |
Full: Has a storage limit based on its production org. Configuration-only: Does not copy data but you can load up to 500MB of data separately. Developer: Does not copy data but you can load up to 10MB of data separately. |
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What does a sandbox template do? |
A sandbox template allows an administrator to choose the objects whose data they want replicated in their sandbox. |
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What is metadata? |
Metadata contains the information about the look and feel of the application along with its functionality. Metadata includes: |
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Metadata vs Data |
Metadata = Field Label, API Name, Data Type Data = Field Value |
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Order of Execution |
1. System Validation Rules 2. Apex BEFORE triggers3. Custom validation rules 4. Apex AFTER triggers 5. Assignment rules 6. Auto-response rules 7. Workflow rules 8. Escalation rules 9. Roll-up summary fields |
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Notes on Collaborative Forecasts |
Quota data must be loaded through the API using version 28.0 or later. Date format is yyyy-mm-dd, must be 1st of month. Currency field must be ISO code (e.g. USD). Revenue quota data and quantity quota data must be loaded separately. There are no standard reports or standard report types for collaborative forecasts. |
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Order of Workflow Action Triggers |
1. Field Updates 2. Tasks3. Email Alerts 4. Outbound Messages |
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Data.com - 7 key characteristics |
1. Provides access to company profiles. 2. 80+ fields on company records.3. Requires an additional license. 4. Compare existing accounts to a record in data.com. 5. "Clean" process examines Salesforce accounts, contacts, and leads data. 6. Flag records based on selected preferences. 7. Automatically fill in blank values w/ Data.com fields. |
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True or False: Duplicates can be prevented through custom development? |
True. A developer can build an Apex trigger to prevent a duplicate record from being saved when a lead is created or updated. |
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What is an Apex Trigger? |
An Apex Trigger is code that executes before or after specific system events. |
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What are 4 ways duplicate leads are created? |
1. Web-to-lead (doesn't check for dupes). 2. Importing from lists using the Data Loader.3. Forgetting to search first. 4. Private sharing model (users can't see that the lead already exists because records they don't own are private). |
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What are 3 ways to make a field required? |
1. Select the "Required" checkbox while defining a custom field. 3. Create a validation rule to make sure it's never left blank. |
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What are 3 tools to process data? |
1. Connect for Office 2. Excel Connector3. Workbench |
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What is Apex? |
Apex is an object-oriented programming language which allows developers to add business logic to system events, such as button clicks, related record updates, and data loads. |
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What does Visualforce allow? |
Visualforce allows developers to create new custom pages to replace standard page layouts within the Salesforce UI. Visualforce pages can be incorporated by: |
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What are the 6 resources in a flow? |
1. Variable 2. Constant3. Formula 4. Text Template 5. Choice 6. Dynamic Choice |
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What is a variable? |
A variable allows you to define an updatable value. Variables can be used to set and store Salesforce data when running the flow. Variables CAN be modified during execution of the flow. |
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What is a constant? |
A constant allows you to define a fixed value. Constants can be used to set variables and Salesforce data when running the flow. Constants CANNOT be modified during execution of the flow. |
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What is a formula? |
A formula calculates a value using numeric elements in the flow. |
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What is a text template? |
A text template allows you to create formatted text that you want to share across your flow. |
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What is a choice? |
A choice creates an individual choice option that you can reuse throughout your flow. |
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What is a dynamic choice? |
A dynamic choice looks up data from an object's records and dynamically generates a set of choices at runtime. Throughout your flow, you can reuse a Dynamic Choice resource for choice fields, and you can reference the stored value of a Dynamic Choice resource. |
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Where can a flow be run from (4 areas)? |
1. Custom buttons 2. Custom links3. VF tabs 4. Flow URLs |
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True or False: A joined report can be displayed on a dashboard. |
TRUE |
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True or False: Managed packages can be updated by the provider and DO NOT count toward custom App, tab, or object limits. |
TRUE |
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True or False: Unmanaged packages DO count towards system limits. |
TRUE |
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What are the 10 designer elements available in flows? |
1. Subflow 2. Apex Plug-In3. Step 4. Screen 5. Decision 6. Assignment 7. Record Create 8. Record Update 9. Record Lookup 10. Record Delete |
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What are faults? |
Faults are exceptions that can happen during the processing of a flow. |
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What is a debug log? |
A debug log records database operations, system processes, and errors for a specified user every time that user executes a transaction. |
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4 questions to ask yourself before customizing Salesforce |
1. Can it be done using Setup tools? 2. Is there an App Exchange app? 3. Can it be done with Apex? 4. Can it be done with Visualforce? |
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What are article types? |
Article types are a template for an article. Applications must have at least one article type. |
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True or False: For master-detail relationships, the related field is required on the page layout. |
TRUE |
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How many relationships deep can a cross object formula reference data from? |
A cross object formula can reference data from objects 10 relationships away. |
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How many relationships deep can a cross object formula reference data from? |
A cross object formula can reference data from objects 10 relationships away. |
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Notes about Content |
Content files cannot exceed 2GB in size. |
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What are content deliveries? |
Content deliveries allow users to view delivered content in a web browser, track views, and track downloads. |
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What are the four different types of library access? |
1. Author 2. Viewer3. Workspace Administrator 4. Custom library permissions |
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What are the two profile permissions needed to manage change sets? |
1. Manage Inbound Change Sets 2. Create and Upload Change Sets |
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True or False: All metadata components and profile settings are supported by change sets. |
False. Not all metadata components and profile settings are supported by change sets and must be manually added to the target org. |
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What is territory management? |
Territory management is an account sharing system that lets users access accounts based on the characteristics of the accounts, such as geography, product line, or business unit. |
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Notes about Territory Management |
? |
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What is field-level security? |
Field-level security restricts what fields users can view and edit based on their profiles. |
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What are the areas of Salesforce where field-level security restricts a user's access to a field? |
1. Record detail pages 2. Record edit pages3. Related lists 4. Search results 5. Reports 6. List views |
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Territory Management Considerations |
- Forecasts are derived from territory hierarchy, not role hierarchy (customizable forecasting must be enabled). - Forecast data is derived from the opportunities associated with a user's territory. |
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Notes on Cross-object Workflow Field Updates |
Cross-object workflow field updates work with: |
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What do Entitlements do? |
Entitlements do the following: |
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What are 3 models for Entitlements? |
1. Entitlements Only 2. Entitlements and Service Contract 3. Entitlements, Service Contracts, and Line Items |
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What are Entitlement Processes? |
Entitlement Processes are timelines that include all of the steps that a support team must complete to resolve a case. |
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What are Milestones? |
Milestones are required steps in a support process. Examples include first response and resolution times. |
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What are Milestone-actions? |
Milestone-actions are time-dependent, workflow actions that occur at every milestone. |
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The Sales Manager wants to create different price books for the Eastern, Western, Northern and Southern regions. How does an administrator do this? a. Clone the standard pricebook and create separate pricebooks for each region. b. Create a separate pricebook for each region. c. Add a different list price for products depending on the region. d. Add the four different regions, and a new price book is automatically created from the standard pricebook. |
a. Clone the standard pricebook and create separate pricebooks for each region. |
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Please identify features from the list below that are included in Live Agent. (Select all that apply.) a. Block visitors by username b. Block visitors by IP Address c. Share the customer's screen d. Pre-Chat Forms and Post-Chat pages e. Enable agents to include standard responses without having to type each time |
b. Block visitors by IP Address d. Pre-Chat Forms and Post-Chat pages e. Enable agents to include standard responses without having to type each time |
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Which of the following statements are NOT true about an end user’s forecast? a. This aggregate can be dollars of revenue b. This aggregate can be units of product c. Rolls up according to the forecast history d. It is updated in the system every evening at 5 PM |
d. It is updated in the system every evening at 5 PM |
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Andrew needs to import revenue quota data for Collaborative Forecasts and is using the Data Loader. What information must he include in the import file? (Choose 3) a. User full name b. User record ID c. Quota opportunity d. Start date of the forecast period e. Quota amount |
b. User record ID d. Start date of the forecast period e. Quota amount |
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Your boss wants you to make a report that shows sales growth year over year, which logical command should you use? a. prevGroupVal b. priorval custom field + modifier c. Parentgroupval d. preVal |
a. prevGroupVal |
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What permissions must be enabled on a profile to find duplicate records? a. Read and Edit b. Locate Duplicate Records c. View All Data d. Delete e. Merge |
c. View All Data |
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Of the options below what would you use to limit the number of records returned and assist with data consistency? a. Picklist and dependent picklist fields b. Custom lookup fields and lookup filters c. Custom formula fields d. Record types and page layouts e. Workflow field updates |
b. Custom lookup fields and lookup filters |
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Tiffany is learning more about master-detail relationships, can you tell her which of the following are true? (Choose 2) a. A detail record can be shared using sharing rules b. Record access of detail records will be controlled by the master record c. Deleting a master record, also deletes the detail record d. A master record and a related detail record can have different owners |
b. Record access of detail records will be controlled by the master record c. Deleting a master record, also deletes the detail record |
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Which of the following is not an available action for a milestone? a. Violation actions b. Success actions c. Warning actions d. Repeat actions |
d. Repeat actions |
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What action must you take in order to set up an entitlement process? a. Delete all pending actions in the entitlement process queue b. Set up service contracts with contract line items and entitlments c. Specify actions that you'll add to your entitlement process d. Set up milestones that you will add to the entitlement process |
d. Set up milestones that you will add to the entitlement process |
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What would you use to ensure users are only able to enter permissable value in a field? a. A workflow field update b. An auto response rule c. A validation rule d. A workflow formula field update |
c. A validation rule |
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Tony is swamped and needs help. His manager suggested creating some delegated admins. If created what privileges can be given to the delegated admins? (Choose 3) a. Modify Profile Permissions b. Manage Custom Objects c. Modify the Role Hierarchy d. Create and Edit Users e. Assign Users to Specified Profiles |
b. Manage Custom Objects d. Create and Edit Users e. Assign Users to Specified |
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When using entitlements which of the following page layouts should be considered for customization? a. All of the Above b. Account Page Layouts c. Entitlements Page Layout d. Case Page Layout e. Contact Page Layout |
a. All of the Above |
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Noah wants to know why the company has Salesforce Knowledge, who is supposed to use it? a. Sales Rep b. End Customers c. All of the above d. Support Agents e. Internal Training Team |
c. All of the above |
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When using a changeset what is the proper process? a. Deploy, Combine, Monitor b. Create, Monitor, Deploy c. Validate, Deploy, Monitor d. Create, Validate, Monitor |
c. Validate, Deploy, Monitor |
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True or False: Lynne can fully customize how her article type displays to the end user in Salesforce Knowledge? |
True |
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What permission do you need enabled to see the Find Duplicates button? a. View All Data b. Merge c. Delete d. Read, Edit |
a. View All Data |
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Alex submitted a time off request to his manager, however, the manager has not done anything about it because he didn’t get the email notifications. What should you check? (Choose 2) a. Email Log b. Setup Audit Trail c. Debug Log d. Time-Based Workflow |
a. Email Log c. Debug Log |
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Lilly needs to see performance data on individual sales reps regarding Accounts, Opportunities and Cases. How should she configure this? a. Create dashboards for each of them b. Activate "Enable Viewing My Team's Dashboard" permission c. Create a Dynamic Dashboard and add filters on Users, Accounts, Opportunities and Cases d. Create a Dashboard and add a filter on Users, Account, Opportunities, and Cases |
d. Create a Dashboard and add a filter on Users, Account, Opportunities, and Cases |
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What two tools have the capability of deploying metadata between organizations regardless of whether or not they are related? (Choose 2) a. Force.com IDE b. Change Sets c. Unmanaged Packages d. Force.com Migration Tool |
a. Force.com IDE d. Force.com Migration Tool |
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Which of the following statements about Standard and Custom Price Books is NOT accurate? a. A standard price book includes a master list of all Products and their associated Standard Prices b. A custom price book is a subset of the Products listed in the Standard Price Book c. A custom price book includes a master list of all Products with their associated Custom Prices |
c. A custom price book includes a master list of all Products with their associated Custom Prices |
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Which statement regarding the Opportunity field, “Stage”, is NOT true? a. There are 10 default stage values b. Other sales methodologies can be downloaded from the AppExchange c. The list of default stage values cannot be added to or edited |
c. The list of default stage values cannot be added to or edited |
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Wok this Way has a custom field on its Contact record for Employee IDs. For security purposes, only Mick, the system administrator, has access to this field. Mick has been swamped and needs help updating the Employee ID numbers for new employees. What does he need to do to enable the Recruiters and Assistants to help him with this? (Choose 2) a. Change the access levels in the Recruiter and Assistant profiles to Read/Write for the Employee ID field. b. Create a sharing rule for the Position object using criteria based sharing on the Employee object c. Create a permission set with Read/Write to the Employee ID field and assign it to the assistant and recruiter users. |
a. Change the access levels in the Recruiter and Assistant profiles to Read/Write for the Employee ID field. c. Create a permission set with Read/Write to the Employee ID field and assign it to the assistant and recruiter users. |
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Judy has written a 20GB document and wants to upload it to CRM content but keeps getting an error message. What is the maximum file size that can be uploaded? a. 2GB b. 100MB c. 500MB d. 10GB |
a. 2GB |
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True or False: The Forecast Category on the Opportunity record does NOT map on a one-to-one basis to the aggregates on the Forecast Tab? |
True |
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A developer has completed work in the sandbox and is ready to send it to a related org, what deployment tool should be used? a. Change Sets b. Force.com IDE c. Unmanaged Packages d. Force.com Migration Tool |
a. Change Sets |
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What are two ways content types CANNOT be used in CRM content? (Choose 2) a. With library rules, to limit the number of libraries created b. With validation rules, to capture complete data c. With upload rules, to limit the size of content files d. With content fields, to control the content detail page layout |
a. With library rules, to limit the number of libraries created c. With upload rules, to limit the size of content files |
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Which of the following are true about Salesforce Knowledge article types? (Choose 3) a. Typically article types are short HTML documents b. An organization must have 2 article types to enable Knowledge c. Article Types may include attachments d. Article types should enable 'actionable' content |
a. Typically article types are short HTML documents c. Article Types may include attachments d. Article types should enable 'actionable' content |
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Alexis is a new hire on the support team. For now she has been granted the “read” permission on the case object. Additionally some of the senior agents have created a criteria based sharing rule to allow her to edit cases that have a custom flag marking them as internal cases for training purposes. True or False: Alexis will be able to edit flagged cases? |
False |
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Which of the following can Salesforce Communities not be used for? a. Restrict Communities to only be used by internal Salesforce users b. Have Crowd sourced Knowledge accessible in Q&A tab c. Use the Ideas tab for community users to submit, like, and promote Ideas d. Ensure that Reputation level is the same across all communities |
a. Restrict Communities to only be used by internal Salesforce d. Ensure that Reputation level is the same across all communities |
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True or False: Forecasting is an exact science. |
False |
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The sales manager at Dump Loads on Us needs a report that shows all opportunities that do not have any activities. What report type will fill this need? (Select 2). a. A standard opportunity filtered by the field Last Activity and a custom date range that is blank b. A custom report type with Opportunity as the primary object and Activity as the secondary object c. A joined report using an opportunity report in Block A; a task and event report filtered by tasks for Block B d. An opportunity report with a cross object filter of opportunities without activities |
a. A standard opportunity filtered by the field Last Activity and a custom date range that is blank d. An opportunity report with a cross object filter of opportunities without activities |
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The manager in charge of setting up and maintaining Salesforce Knowledge is retiring. What three things does her replacement need to know? a. Enabling certain Knowledge features on a user record requires licensing b. Data category visibility is assigned through roles and profiles c. Article version numbers must be assigned by a Knowledge Manager for tracking d. Knowledge settings must be configured to allow users to create an article from a case e. Solution category browsing must be enabled in Solution settings |
a. Enabling certain Knowledge features on a user record requires licensing b. Data category visibility is assigned through roles and profiles d. Knowledge settings must be configured to allow users to create an article from a case |
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Place the steps in the appropriate order to create an entitlement process. Click New Entitlement Process Click save Click Your Name|Setup|Customize|Entitlement Management|Entitlement Processes Enter a Name and Description Choose the criteria for cases to enter and exit the entitlement process Select the Active Check box to enable the process |
Click Your Name|Setup|Customize|Entitlement Management|Entitlement Processes Click New Entitlement Process Enter a Name and Description Select the Active Check box to enable the process Choose the criteria for cases to enter and exit the entitlement process Click save |
Double check this one - was confused about the way they laid out the answer. Steps 4 and 5 order is in question. |
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True or False: When setting up a milestone, the administrator must select from an existing list of milestones? |
False |
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Chloe submitted a change set for deployment, but it is missing a component. How can you fix this before her boss finds out? a. Edit the change set, deactivate it and then add the missing component b. Deploy the change set and then submit another change set for deployment c. Create another change set containing all components and deploy it d. Clone the change set, edit the components and deploy the new change set |
d. Clone the change set, edit the components and deploy the new change set |
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When working with a Visual Workflow, how many flows can you have at one time? a. 50 b. 4 c. 1 d. 2 |
a. 50 |
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The manager at Fine Chit Metal Machinery is concerned that his sales reps are ignoring potential customers. To help better track opportunities, he would like a custom status field to be set to “Inactive” if there has not been contact in the past 30 days. The last contact field is already enabled. In an attempt to be proactive, what else does the administrator need to configure? a. Enable field history tracking on the field and include the history in a custom report filter b. Create an approval process that submits the opportunity for approval when the custom checkbox is true c. Create a workflow rule that updates the field when the probability drops below 50% d. Build a validation rule that displays an error |
c. Create a workflow rule that updates the field when the probability drops below 50% |
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Noah wants the amount field to increment every time the Opportunity stage is changed. How can this be done? a. Create a workflow field update on the opportunity b. Create a workflow field update on the account c. Use rollup summary on the account d. Use a cross object formula |
a. Create a workflow field update on the opportunity |
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When creating a Visual Workflow you need to set an Opportunity name variable to “Promotion Type”, what should be used? a. Assignment b. Record Update c. Record Create d. Decision |
a. Assignment |
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True or False: Standard fiscal years do not have to start on January 1st. |
True |
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A marketing user has been asked to assist on a certain project that he will need additional permissions for. Since other users share his profile, how do you grant access to him without granting access to other marketing users? Select 2. (This marketing user is a special snowflake that needs access). a. Delegated administration b. Permission set c. Role Hierarchy d. Sharing Rules |
a. Delegated administration b. Permission set |
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How can Michael become the owner of a record he did not create? (Choose 3.)
a. Michael accepts record from a queue b. If Michael is above the current owner of the record in the role hierarchy c. If Michael is already a record owner d. If Michael has Modify All Data e. If someone shares the record with Michael |
a. Michael accepts record from a queue b. If Michael is above the current owner of the record in the role hierarchy d. If Michael has Modify All Data |
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Linda, the new admin, has been asked to set up entitlements. What does she need to do first? a. Specify the entitlements-related lookup filters on cases b. Enable entitlement management c. Customize entitlement fields d. Set up service contracts |
b. Enable entitlement management |
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How can Noah keep his sales reps from creating all accounts with the same name? a. Use the VLOOKUP operator in a validation rule for the account name b. Use the HLOOKUP operator in a validation rule for the account name c. Use an APEX Trigger d. Make the account name field unique |
c. Use an APEX Trigger |
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The support manager needs a report to track the number of cases per week for the next six months to support her request to hire another support rep. How would you comply with her request? a. Create a custom report type for her report b. Use reporting snapshots to give her the data she needs c. Run an existing Standard report d. Create an Exception report |
b. Use reporting snapshots to give her the data she needs |
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Tom needs to upload quota data for all users in Collaborative Forecasts. Which permissions does he need? (Choose 2) a. View all Forecasts b. Customize Quotas c. View all Data d. Manage Quotas e. Customize Forecasts |
a. View all Forecasts d. Manage Quotas |
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Management would like a Forecast schedule type that is expressed in dollar amount, units of product family, or both, which schedule should be used? a. Forecast b. Pipeline c. Quota |
a. Forecast |
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Nancy has a new Visual Workflow, which of the following CANNOT be used to deploy a Visual Workflow? (Choose 2) a. Apex Trigger b. Custom Link c. Custom button d. Field Updates e. Visualforce Page |
a. Apex Trigger d. Field Updates |
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You have created a workflow rule to send an email in your configuration sandbox. For some reason its not working, what should you double check? (Choose 2) a. HTML does not work in sandbox, make sure your email has no HTML b. Look at the system audit trail c. You have the correct email address d. Check the deliverability settings |
c. You have the correct email address d. Check the deliverability settings |
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Management wants to know how many opportunities are at each stage. Which forecasting schedule type should you use? a. Pipeline b. Forecast c. Quota |
a. Pipeline |
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What permission would you need to locate duplicate records that you do not own in a custom object? a. Read, Edit b. Merge c. View All Data d. Delete |
c. View All Data |
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Sarah would like to create a custom app for her users, what benefit can she highlight to Noah to help him be on board? a. Allows users to manage custom objects and tabs b. Provides users with a place to share and install apps c. Gives users access to the tabs and records they need d. Differentiates standard and custom objects for users |
c. Gives users access to the tabs and records they need |
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Cases of potentially supernatural origin must be restricted to only Level 5 and Level 6 profiles. How can the administrator ensure Level 5 and Level 6 agents have clearance while maintaining security? a. Remove the record type access for all users except those with Level 5 or Level 6 permissions b. Give the "view all data" to agents with the Level 5 or Level 6 profiles c. Create a criteria based sharing rule to share with agents with the Level 5 or Level 6 profiles d. Create a new profile and assign the 5 agents to it |
c. Create a criteria based sharing rule to share with agents with the Level 5 or Level 6 profiles |
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What access does the “Enable Content Pack Creation” setting allow? Select all that apply. a. Users can only edit the description and title of existing content packs b. Users can modify existing content packs c. Users cannot do anything to existing content packs d. Users can create new content packs |
b. Users can modify existing content packs d. Users can create new content packs |
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Noah went to a conference and heard about the Force.com IDE. He has asked you to configure it, and you have come back to him for additional information. What information do you need? a. Inbound and outbound change sets b. Username and password c. Target environment d. Metadata components |
b. Username and password c. Target environment d. Metadata components |
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You're training a new agent on how to use live agent, which of the following can they NOT do in a LiveAgent chat window? (Choose 2) a. Escalate the case from the chat window b. Transfer chat to another agent c. Have multiple users in one chat session d. Open a social network from the chat window View more about the customer by clicking the detail button |
a. Escalate the case from the chat window d. Open a social network from the chat window View more about the customer by clicking the detail button |
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Support reps are adding tags incorrectly to CRM content in libraries. How can you enforce standards for tags? a. Change Tagging Field to multiselect picklist b. Enable restrictive tagging c. Enable workflow to send email alert for unnamed tags d. Guided tags |
b. Enable restrictive tagging d. Guided tags |
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Sales reps want to learn more about their potential customers by utilizing the Social Accounts, Contacts and Leads functionality. What options would the system administrator have to enrich their data? a. Use the Company's salesforce Facebook account b. Use Facebook to import educational background c. Use Twitter to view recent tweets posted by a contact d. Use Linkedln to import educational background |
c. Use Twitter to view recent tweets posted by a contact |
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When using Customizable Forecasts, which forecast categories are included in the forecast? (Choose 3) a. Closed b. Pipeline c. Omitted d. Best Case |
a. Closed b. Pipeline d. Best Case |
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The sales manager wants to have the Opportunity Owner field changed to “Second Chance Sales Team” when the opportunity status is changed to Closed-Lost. What method would you use to do this? a. Create an Escalation rule on the parent account b. Create an Auto response rule on the parent account c. Create a Workflow field update on the opportunity d. Create a Validation rule update on opportunity |
c. Create a Workflow field update on the opportunity |
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Sonya keeps trying to file her vacation leave request that should be approved by a manager but she is unable to submit the request. What could be the possible cause?
a. She has not been assigned a direct manager b. The approval process has not been activated for her c. There is an error in the approval process d. She is not a manager of anyone |
a. She has not been assigned a direct manager |
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A phone rep is going through a Visual Workflow to attempt a cross selling function. Which Visual Workflow element would be used to prompt the rep to end the call? a. Screen b. Step c. Decision d. Assignment |
a. Screen |
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Whoyah Sales experiences a very high rate of turnover for sales reps. Management needs an automated process to change the Deal status to “Sales Rep Inactive” after 10 days of no action on the account so it can be reviewed and approved by the manager as a still active account. What automation process can accommodate this most effectively? a. Validation Rule, Assignment Rule, Approval Process b. Assignment Rule, Approval Process c. Assignment Rule, Approval Process, Workflow Rule d. Assignment Rule, Auto Response Rule, Workflow Rule |
b. Assignment Rule, Approval Process |
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Noah is getting complaints from accounting that the business fiscal year does not match the fiscal year in Salesforce. What should you have him consider before enabling a custom year? (Choose 3) a. It is possible to define non-standard quarter lengths using custom fiscal year b. You will need to backup all data before enabling custom fiscal years c. The structure of a custom fiscal year can only be defined from the available template d. Because standard fields can't be modified, the salesforce.com fiscal year will continue to apply to reports, quotas, forecasts and so on e. It is possible to define a non-standard number of quarters |
a. It is possible to define non-standard quarter lengths using custom fiscal year b. You will need to backup all data before enabling custom fiscal years e. It is possible to define a non-standard number of quarters |
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New system administrator Brian has realized the prior system administrator had created the Candidate to Job Application relationship as a lookup rather than a master-detail relationship. In order to correct this, Brian needs to configure the Candidate field on the Job Application object to be a master-detail field instead of a lookup. What does he need to verify first? a. He needs to verify that the Candidate field contains a value in all records b. He needs to make sure the Candidate field is set to Required c. He needs to verify that the Candidate field has a related record |
a. He needs to verify that the Candidate field contains a value in all records |
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Kim wants to set a List Price for a Product. What two things should she do first? (Choose 2) a. Update all items in the Standard Price Book b. Update all items in the Custom Price Book c. Define the Product's Standard Price d. Specify a Quantity or Revenue Schedule e. Create the Product |
c. Define the Product's Standard Price e. Create the Product |
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When working with a Visual Workflow, how many versions of the flow can be active at one time? a. 2 b. 1 c. 4 d. 50 |
b. 1 |
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