Platform
Workflow and Approvals
Reports and Dashboards
Security
Sales & Service Cloud
100
When a lead is converted, what records are created by default?  (Select 3 answers) A) Task B) Contact C) Account D) Opportunity
B. Contact C. Account D. Opportunity When a lead is converted, by default a contact, account, and opportunity are created.  A task can be optionally created as well.
100
The Marketing Manager has complained that Lead records in Salesforce have inconsistent formatting of phone numbers. What could you utilize on Lead records to enforce consistency with phone number entries in Leads? A) Field Update B) Flow C) Workflow Rule D) Picklist Field E) Validation Rule
E) Validation Rule Validation Rules are helpful in enforcing data quality inside of Salesforce. For example, you could require that all Lead record phone number fields contain 10 numeric characters, as well as utilizing dashes or parentheticals, etc. as needed.
100
Which of the following is NOT a valid report type? A. List B. Joined C. Summary D. Matrix
A. List List is not a valid report type – a report with no summary grouping is a “tabular” report.
100
A subset of the users within the sales and marketing departments need access to two report folders and several list views on the lead and opportunity object.  What mechanism is most appropriate to grant access to the these resources? A) Role B) Public Group C) Sharing Rule D) Profile
B. Public Group Sharing access via public group is the best solution.  This allows you to centrally administer who has access to all of the resources. Sharing by profile is not possible.  Sharing by role would grant access to all users in those roles (not a subset).  Sharing rules grant access to records, not list views and folders.
100
Which Support feature in Salesforce is used for a group of people to work together to resolve a case? A) Case Team B) Queue C) Account Team D) Chatter
A) Case Team Case teams help groups of people work together to solve a case, such as a support agent, support manager, and a product manager. Case Teams are different from Queues, which enable anyone from within a group of users to take ownership of a case. Cases can be owned by an individual user or a queue, but when you have a scenario that requires multiple people to all work on an individual case together, and they each play a specific role, you will want to utilize Case Teams. Chatter provides collaboration ability on cases. Refer to https://help.salesforce.com/articleView?id=caseteam_def.htm&type=0&language=en_US&release=206.13 for more details.
200
In a Master-Detail relationship, what happens to Detail records when the Master record is deleted? A) The system prevents you from deleting Master records id there are any corresponding Detail records. B) Nothing. All detail records remain intact. C) All Detail Records are also deleted.
C) All detail records are also deleted. The Master-Detail relationship is for closely-linked objects and deleting a Master object record will also delete related detail records. Refer to https://help.salesforce.com/articleView?id=overview_of_custom_object_relationships.htm&type=0&language=en_US&release=206.13 for a good Objects Relationship Overview.
200
Your organization would like to capture leads from multiple websites directly into Salesforce.  Leads from the consumer website should be routed to the Consumer Leads Queue while leads from the business website should be routed to the Business Leads Queue.  What features of Salesforce can be leveraged to facilitate this?  (Select 2 answers) A) Workflow Rules B) Web-to-Lead C) Lead Conversion Field Mappings D) Lead Assignment Rules
B. Web-to-Lead D. Lead Assignment Rules Campaign ROI is automatically calculated based on the opportunities associated to the campaign.  An opportunity can be associated with multiple campaigns (using campaign influence) – however, an opportunity will only influence ROI calculations for its primary campaign.
200
When a user clicks on a dashboard component, the results displayed within the report are different than those displayed on the dashboard.  Why would this occur?  (Select 2) A. The current user is not the running user of the dashboard. B. The dashboard has met its maximum data threshold. C. The dashboard is configured to run as the logged-in user. D. The information displayed on the dashboard component is out of date.
A. The current user is not the running user of the dashboard. D. The information displayed on the dashboard component is out of date. Dashboards are current at the time they are last refreshed.  Reports are current at the last time they are run (viewed).  Therefore if data were updated after the dashboard were refreshed, the report would reflect the updates while the dashboard would not. The information displayed within the dashboard is populated based on the running user of the dashboard.  In the case where the dashboard running user can read records that the current user cannot, they will be reflected in the dashboard – but, they will not be visible to the current user when they click into the report.
200
The VP of Sales runs an opportunity pipeline report and gets a different set of report results than an inside sales rep that runs the same report.  Which of the following could cause this behavior to occur? A. The inside sales rep’s profile does not have read access to the opportunity object. B. Customizable forecasting is enabled in the org. C. The opportunity object org-wide default is set to private. D. The VP of Sales and the inside sales rep are not following the same opportunity records in Chatter.
C. The opportunity object org-wide default is set to private. Chatter and customizable forecasting would not change record visibility within an opportunity pipeline report. If the inside sales rep did not have read access to the opportunity object, they would not be able to generate an opportunity pipeline report. However, if the org-wide default for the opportunity object was set to private, then each user could have access to read a different set of opportunity records – this would be reflected in the report.
200
The support team wants to ensure that the field “Case Origin” is populated prior to a case being closed.  How can this be achieved?  (Select 2 answers) A) Configure the support settings to ensure that case origin is required when a case is closed. B) Set the case origin field to required on the case closed page layout. C) Create a workflow rule to set the value in the case origin field when case status is “Closed”. D) Create a validation rule to ensure that case origin is not blank when the case status is “Closed”.
B. Set the case origin field to required on the case closed page layout. D. Create a validation rule to ensure that case origin is not blank when the case status is “Closed”. With cases, there are two page layouts – one for regular case viewing and editing, and an accompanying layout for closing the case.  The case closed layout could be modified to require the case origin in order to close the case. A validation rule could be used as well.
300
Your organization is headquartered in the United States and uses the United States Dollar (USD) for its currency.  Management is planning to open a regional office in London, and would like to give users the option to view and input the amount for an opportunity in Great British Pounds (GBP).  A flat exchange rate should be used to convert values between currencies.  What must be performed to allow this to occur? A) Multiple currencies must be enabled by feature request. B) Add a custom field to capture GBP Amount, and a workflow rule to translate the value to USD in the standard amount field. C) Set the appropriate user’s currency locale to English (United Kingdom). D) Add GBP as a valid currency to the amount field on the opportunity.
A) Multiple currencies must be enabled by feature request. Multiple currencies must be enabled by feature request in order for Salesforce to support exchange rates on currency fields.  Currency locale only changes the appearance of currency fields, not the values. Using multiple fields to capture currency values should be avoided.
300
A time-based workflow rule has been configured for your organization as follows: 3 days after the opportunity stage is “Closed/Won”, an email is sent to the opportunity owner reminding them to check in with the customer post-sale. A sales rep performs the following actions: 1. Creates an opportunity on 7/12/2013 with stage New. 2. Changes opportunity stage to Closed/Won on 8/2/2013. 3. Changes opportunity description field 8/3/2013. 4. Changes opportunity stage to Legal Negotiation on 8/10/2013. 5. Changes opportunity stage to Closed/Won on 8/23/2013. When will the sales rep be notified by email?  (Select 2 answers) A) 8/13/2013 B) 8/5/2013 C) 8/6/2013 D) 8/26/2013
B. 8/5/2013 D. 8/26/2013 Let’s break this down: Creates an opportunity on 7/12/2013 with stage New. -Workflow entry criteria not met. Changes opportunity stage to Closed/Won on 8/2/2013. -Workflow entry criteria met 8/2/2013 – pending execution in 3 days. Changes opportunity description field 8/3/2013. -No change to workflow – entry criteria still met. -Workflow execution 8/5/2013 – email sent. Changes opportunity stage to Legal Negotiation on 8/10/2013. -Workflow entry criteria exited – no pending workflow. Changes opportunity stage to Closed/Won on 8/23/2013. -Workflow entry criteria met 8/23/2013 – pending execution in 3 days. -Workflow execution 8/26/2013 – email sent.
300
Which of the following is not a valid Dashboard Component? A) Gauge B) Chart C) Custom Report Type D) Horizontal Bar Chart E) Visualforce Page
C) Custom Report Type Explanation There are many different types of components that can be added to a Dashboard in Salesforce. These components include Horizontal Bar Chart, Vertical Bar Chart, Line Chart, Pie Chart, Donut Chart, Funnel Chart, Scatter Chart, Gauge, Metric, Table, Visualforce Page, and S-Control. A Custom Report Type is not a valid Dashboard Component.
300
Your organization has a role hierarchy configured as follows: VP of Sales |– Account Executives (Account Executives is a subordinate role of VP of Sales) Jim belongs to the “VP of Sales” role.  Judy belongs to the “Account Executives” role.  The opportunity sharing model is “Public Read/Write”.  Both users are assigned to a profile that grants create/read/update/delete access to the opportunity object.  Which of the following is NOT true? A) Jim and Judy can both edit opportunities owned by other users. B) Jim can delete opportunities that Judy owns. C) Jim and Judy can both report on opportunities owned by other users. D) Judy can delete opportunities that Jim owns.
D. Judy can delete opportunities that Jim owns. As the security model is public read/write and both users have read/write access via profile, both users can read (therefore report on) and edit all opportunities.  However, users can only delete opportunities that a) they own or b) are owned by users lower than them in the role hierarchy.  Therefore, Jim can delete opportunities that Judy owns.  However, Judy cannot delete opportunities that Jim owns.
300
The inside sales team frequently follows up with open leads that have not been contacted within the last 14 days.  What feature of Salesforce can be leveraged to enable the team to quickly identify and contact these leads? A) Dashboards B) Reports C) Workflow Rules D) List Views
D. List Views The key phrase in this question is “contact” – the sales team is looking for a way to take action.  This is ideally suited to a list view, which would get automatically updated as leads were contacted. This example would use the following filter criteria: Last Activity NOT EQUAL to LAST 14 DAYS Lead Status EQUALS “Open – Not Contacted” (change status filter as needed)
400
When creating a custom object, what are the two valid data type options for the Record Name field? (select 2) A) Number B) Text C) Formula D) Auto-Number
B) Text D) Auto-Number When you create a custom object, you can select whether you want the Name field for each record to follow an auto-number format (when the name of the records don't matter and you want to avoid naming consistency issues with users) or to allow a manual text entry by the user. For auto-numbering, you can specify the format and the starting number for the sequence. Refer to https://help.salesforce.com/articleView?id=dev_objectcreate.htm&type=0&language=en_US&release=206.13 for more details.
400
Which action can NOT be performed immediately from a workflow rule? A) Email Alert B) Field Update C) Outbound Message D) Validation Rule E) Task Creation
D) Validation Rule Explanation The four available actions that can be performed from a workflow rule (either immediately, or time-based) are field update, outbound message, email alert and task creation. A validation rule does fire immediately when a record save is attempted, but it is not associated directly with a workflow rule.
400
Which are valid Data Sources that may be used for Dashboards? (select 2) A) Account Insights B) Lightning Components C) Reports D) Visualforce Pages
C) Reports D) Visualforce Pages Explanation When creating or editing a Dashboard, you can select the Data Sources tab and select Reports or Visualforce Pages. You can also select S-Controls, which will likely not appear on your exam, since they are very old.
400
Which statements are true as it relates to the Running User of a Dashboard in Salesforce? (select 2) A) If a user drills down into a source report that the dashboard data is derived from, the report will display data based on the running user's security settings. B) The running user can be changed on the dashboard view page by authorized users. C) The running users security settings will determine the data that is displayed. D) The dashboard will only display for the user that is specified as the running user, and will be invisible to other users.
B) The running user can be changed on the dashboard view page by authorized users. C) The running users security settings will determine the data that is displayed. Explanation Each dashboard has a running user, whose security settings determine which data to display in the dashboard. Refer to https://help.salesforce.com/articleView?id=dashboards_select_running_user.htm&type=0&language=en_US&release=206.13 for more details.
400
Website visitors fill out a web-to-case form on your company's website to submit a new case. They often call to be sure the case has been received. The Support Manager wants to eliminate these unnecessary calls into support and asks if an email can be sent back to the submitter of the case to let them know their case has been received and they will be contacted soon. What Salesforce support feature would you implement to satisfy this request? A) Assignment Rules B) Escalation Rules C) Solutions Management D) Case Teams E) Auto-Response Rules
E) Auto-Response Rules Explanation Auto-Response Rules can be created for Cases and are used to send an email based on the first rule entry criteria that matches in a sequence of rule entries. It is important to know the difference between auto-response rules and workflow email alerts, so refer to https://help.salesforce.com/articleView?id=rules_differences_auto_workflow.htm&type=0 to see the difference between the two.
500
The Director of Clients Services has asked you to add a new field on all Account records. This new field needs to provide the total amount of all won opportunities for each individual account. What type of field should you create to fulfill this requirement? A) Formula B) Roll-Up Summary C) Number D) Currency E) Text
B) Roll-Up Summary Explanation A roll-up summary field can fulfill this requirement. Number, Text and Currency fields can take inputs from users, but do not perform calculations. Formula fields can pull data from a parent record and display on a child record, but in this scenario, we need to collect the values from child records (opportunities) and sum them up and display on the parent record (account).
500
You have a time-based workflow action scheduled to fire tomorrow and it is visible in the Time-Based Workflow Queue. Which statement is true, if the criteria for this time-based workflow action is no longer valid once you update the record today? A) Nothing. The time-based workflow action will still display in the Time-Based Workflow Queue, and it will fire as originally scheduled tomorrow. B) A confirmation window displays, once you update the record, informing you that there is a pending action waiting in the Time-Based Workflow Queue. You will be prompted to either remove the action or allow it to remain via a Yes/No question. C) the time-based workflow action will be removed from the Time-Based Workflow Queue and will no longer display, since the criteria for this action is not longer valid.
C) the time-based workflow action will be removed from the Time-Based Workflow Queue and will no longer display, since the criteria for this action is not longer valid. The Time-Based Workflow Queue displays pending actions in your org, along with the time that they are set to happen. If the corresponding record is updated and the criteria that originally places the action in the Time-Based Workflow Queue is no longer valid, the action is removed from the Time-Based Workflow Queue automatically. Here's a handy FAQ with all sorts of scenarios that are good to know - https://help.salesforce.com/articleView?id=000005245&type=1&language=en_US
500
How can a Dashboard be refreshed? (select 2) A) The user can click the Refresh button on a Dashboard to manually refresh it. B) The Dashboard refreshes automatically, each time it is viewed by the user. C) A dashboard can be scheduled for a refresh automatically, at specific times. D) Dashboards refresh dynamically every hour in Salesforce.
A) The user can click the Refresh button on a Dashboard to manually refresh it. C) A dashboard can be scheduled for a refresh automatically, at specific times. Dashboard refreshes may be scheduled, and can also be initiated manually by clicking the Refresh button. Users are often confused when viewing a Dashboard if it has not been refreshed in quite some time. Refer to https://help.salesforce.com/articleView?id=dashboards_schedule_refresh.htm&type=0 for more details.
500
A user reports they are no longer able to see a field on an Account record that they used to be able to see. What things should you check to troubleshoot why this field has disappeared for this user? (select 3) A) The user is sadly mistaken. Blame them and do nothing. B) Check the Field Level Security of the field to see if it is now hidden for the user's profile. C) Check the user's Role in the Role Hierarchy to see if they no longer have access to the field. D) Check the Page Layout Assignment of the Profile the user belongs to and determine if the assignment has changed. E) Check the Page Layout to see if the field has been removed from the Layout.
B) Check the Field Level Security of the field to see if it is now hidden for the user's profile. D) Check the Page Layout Assignment of the Profile the user belongs to and determine if the assignment has changed. E) Check the Page Layout to see if the field has been removed from the Layout. A field disappearing on a user can be because of several things. The Page Layout could have been revised, with the field now removed. The user may have switched profiles or the page layout assignment for their profile may have been changed as well, thus removing the field from view. You can also log in as the user and see if they can see the field via a report, for instance. The one thing I am getting at here with this question is that the Role setting for a user does not dictate their access and visibility to a specific field on a record, but grants or denies their access to the record itself. Think in terms of Field Level Security, Page Layouts and their Assignments and Profile Settings for individual fields under the Object Settings section of a Profile whenever fields are not displaying for a user. With all this said, users are often mistaken, thinking that they have access to something that they never have. Another possibility in this scenario is that a field is not displayed if an Account is of one record type, but is displayed if a different Record Type. There are a myriad of possibilities, but Role Hierarchy does not control field visibility.
500
Which statement is true as it relates to Sharing Rules in Salesforce? A) Sharing Rules are created to grant additional access to records beyond what was originally specified with the organization wide-defaults B) Sharing Rules are created to restrict access to records beyond what was originally specified with the organization wide-defaults A) Sharing Rules are created to either grant or restrict additional access to records beyond what was originally specified with the organization wide-defaults
A) Sharing Rules are created to grant additional access to records beyond what was originally specified with the organization wide-defaults The base-level of security is set at the Organization-Wide Default level (OWD). You can layer additional security settings on top of the OWDs in Salesforce to open up further access. The base of the Security Model in Salesforce should always be set at its most restrictive and then you open up access by way of Sharing Rules. Refer to https://help.salesforce.com/articleView?id=security_sharing_owd_about.htm&type=0&language=en_US&release=206.13 for more details.
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