Configuration & Setup
Charleston Small Business Products has recently expanded its business to include marketing and technology services. The SF admin must set up several new profiles to limit access to new objects created. Which object settings can be controlled from a Profile?
Choose 3.
A - User Licenses
B - Tab Settings
C - Object Permissions & Field Permissions
D - Object Permissions but NOT Field Permissions
E - Record types and page layout assignments
B - Tab Settings
C - Object Permissions & Field Permissions
E - Record types and page layout assignments
(Profile Object Settings Include: Tab Settings, Record Types and Page Layout Settings, Object Permissions, & Field Permissions)
Which of the following business data can be represented by the Salesforce Case object?
Choose 1.
A - Description of a customer feedback, problem, or question
B - Detailed description of a customer issue and resolution of the issue
C - A marketing project that is tracked and managed in SF
D - A sales deal that is tracked and managed in SF
A - Description of a customer feedback, problem, or question
(A detailed description of an issue & resolution is a solution. A sales deal is an opportunity. A marketing project is a campaign.)
Support provides repair services for both computer hardware and software problems. They need to differentiate between the two with different record types and support processes depending on whether the problem is hardware or software-related. Which of the following statements is correct.
Choose 1.
A - In order to be associated with a Support Process, case stages must first be defined.
B - At least one Support Process must exist before a case record type can be created.
C - At least one case record type must exist before a Support process can be created
D - New case statuses can be created as part of creating a support process/
B - At least one Support Process must exist before a case record type can be created.
(Cases can be created without case record types or support processes existing. However, if the desire is to use case record types, then a support process must have been first created and associated with the record type.)
Which of the following can be used to add or update Campaign Members from the Campaign record page?
Choose 1.
A - Add/Update Members button
B - Custom Report
C - Data Import Wizard
D - Campaign Update Wizard
C - Data Import Wizard
(The data import wizard can be used to add or update up to 50,000 campaign members.)
What Chatter License type can be used to provide internal users access to Chatter features only?
Choose 1.
A - Chatter Only
B - Chatter Free
C - Chatter External
D - Chatter Plus
B - Chatter Free
(Chatter Free licenses provide access to chatter and its associated components including people, profiles, groups and files. No access to SF objects or data.)
In a Salesforce org used by Cosmic Solutions, only the activity owner or users above the owner in the role hierarchy should be able to edit and delete the activity. However, those who are able to view the parent record related to the activity should be able to view and report on the activity. Which org wide default sharing setting should be used for the 'Activity' object for this requirement?
Choose 1.
A - Public Read Only
B - View Only
C - Full Access
D - Private
D - Private
(The org wide default sharing setting for the activity object can be either controlled by parent or private. Private means that only the owner and users above the owner in the role hierarchy can edit and delete the activity; users with Read access to the record to which the activity is associated can view and report on the activity.)
The Account Object has a one-to-many relationship with the following objects?
Choose 2.
A - Product
B - Case
C - Price Book Entry
D - Opportunity
B - Case
D - Opportunity
(Product and price book entry objects are not related to accounts)
Cosmic Solutions has multiple contacts involved in a case. Which of the following is the most efficient way to show them in a case record?
Choose 1.
A - Using Case contact roles
B - Using case contact relationships
C - Adding multiple contact lookup fields to a case
D - Multiple contacts cannot be assigned to a case
A - Using Case contact roles
(Case contact roles can be used to record that different people have while working on a case. The contact role related list can be added to the case page layout, and the role can be defined. Case contact relationship is not a feature.)
Which objects can be used to create Campaign Members?
Choose 3.
A - Accounts
B - Users
C - Contacts
D - Leads
E - Opportunities
A - Accounts
C - Contacts
D - Leads
(To be able to add accounts as Campaign members, the accounts as campaign members' setting in Setup has to be enabled.)
Which is true regarding editing feed posts and comments?
Choose 2.
A - The edit option isn't available on posts with file attachments
B - The ability for users to edit their own feed posts is enabled by default
C - Record owners can always edit any post on records they own by default
D - Salesforce Admins can edit any posts
B - The ability for users to edit their own feed posts is enabled by default
D - Salesforce Admins can edit any posts
In a private sharing model, will a manager be able to edit account records owned by a user below them in the role hierarchy?
Choose 1.
A - Yes. Access is granted by default to users in a higher role for standard objects
B - No. Users in higher roles are only able to view records owned by users below them in the role hierarchy.
C - Only if a sharing rule has been created
D - Only if 'Grant Access Using Hierarchies' setting is checked
A - Yes. Access is granted by default to users in a higher role for standard objects
(Grant access using hierarchies is always checked for standard objects such as account and cannot be changed. Users in higher roles will inherit the record permissions of the users below them in the role hierarchy. Users at any role level can view, edit, and report on all data that's owned by or shared with users below them in the role hierarchy.)
Which of the following are required to model a many-to-many relationship between two custom objects?
Choose 2.
A - Lookup Relationship
B - Master-detail Relationship
C - Junction Object
D - Hierarchical Relationship
B - Master-detail Relationship
C - Junction Object
(Master detail relationships are used to model many to many relationships between two objects. A junction object is a custom object with two master detail relationships and is used to connect the two objects that are related to each other. A lookup relationship does not have to be populated and therefore cannot be used to *require* a connection to both objects on a junction object. A hierarchical object is only for the user object and allows for the creation of a reporting structure within the user object.)
Which of the following are typical use cases of flow for case management in a contact center?
Choose 2.
A - Provide a series of prompts for trouble shooting customer issues
B - Escalate a case if an SLA has been missed
C - Create follow up tasks
D - Notify the case owner if a case milestone is not completed.
A - Provide a series of prompts for trouble shooting customer issues
C - Create follow up tasks
(Flows can be used for designing wizards for customer interaction such as a series of prompts that gives agents step by step guidance for troubleshooting issues. Follow up tasks can be created using flows. A flow is not required to implement case milestones and actions because there is an OOTB solution. Cases can be escalated by creating a case escalation rule.)
A sales rep who uses Lightning Experience would like to send a personalized email to some of the campaign members related to a campaign. Which of the following should be used by the sales representative to send a list email for this use case?
Choose 1.
A - Accounts tab
B - Campaign Members related list
C - List Emails Tab
D - Campaign Members related list detailed view
D - Campaign Members related list detailed view
(The best option here is to use the campaign members related list detailed view by clicking the view all button at the bottom of the related list and selecting specific campaign members as recipients.)
How can the SF admin improve community engagement when giving users the ability to ask and answer questions in Chatter?
Choose 1.
A - Add the question action to the global publisher layout
B - Enable chatter questions in the chatter feed for each user profile
C - Increase the visibility of the question action in the publisher layout
D - Only admins are granted access to use chatter questions
C - Increase the visibility of the question action in the publisher layout
Which of the following can profiles be used for?
Choose 3.
A - Making certain fields of an object read only for users
B - Controlling which Apex classes and Visualforce pages user can access
C - Controlling whether users assigned to a particular role can view certain records
D - Ensuring that a record type is available to users
E - Allowing users to manually share the records of an object
A - Making certain fields of an object read only for users
B - Controlling which Apex classes and Visualforce pages user can access
D - Ensuring that a record type is available to users
(Profiles can be used to define object-level and field-level security settings and control access to Apex classes, Visualforce pages, record types, etc. However, they do not allow controlling whether users who are assigned to a particular role can view certain records. Sharing rules are used for that.)
The Support Director of Cosmic Solutions has asked the SF admin to add a filter to the Contact field on case records. The field should only allow contacts to be selected if they are associated with the account in the 'Account Name' field. What is the best way to meet this requirement?
Choose 1.
A - Create a picklist for an account and one for contact and make them dependent.
B - Create a dependent lookup on the contact field that references the account filed
C - Create a validation rule that checks whether the contact is related to the account on the case
D - It is not possible to restrict contacts in this way
B - Create a dependent lookup on the contact field that references the account filed
(Dependent lookups allow for a lookup to have a filter that references another field on the same object. In this case, the contact lookup would reference the account name field.)
After implementing the Lightning Service Console, agents complain that they find it difficult to find case record updates of one type, such as all the email messages and text posts. What should the consultant recommend?
Choose 2.
A - Assign the record page to the Service Console app & profile
B - Ensure the feed filter is enabled
C - Add the chatter feed component to the case record page
D - Configure the feed filter to display in the right column
A - Assign the record page to the Service Console app & profile
C - Add the chatter feed component to the case record page
Which of the following are capabilities of the Data Import Wizard for adding or updating campaigns?
Choose 2.
A - Adding existing contacts to a campaign in the same import
B - Create accounts and add them to campaigns
C - Add records of multiple objects to a campaign at a time
D - Update campaign member statuses
A - Adding existing contacts to a campaign in the same import
D - Update campaign member statuses
(The Data Import Wizard allows adding or updating the statuses of multiple campaign members at once. It can also be used to add multiple contacts as members of a campaign at a time.)
Global Solutions has all of its eastern sales rep in one chatter group. A sales rep @mentions the group to ask a question regarding an opportunity record. What is true regarding the use of @mention for a group on a record feed?
Choose 3.
A - Any user in the group can access the record
B - The record displays in the group records related list in the group
C - Only a public group can be @mentioned
D - The group name that is @mentioned becomes a link to the group page
E - A group record relationship record is created
B - The record displays in the group records related list in the group
D - The group name that is @mentioned becomes a link to the group page
E - A group record relationship record is created
The sales team of Cosmic Logistics uses Sales Cloud to manage team activities and support the operations of the global HR department. A custom HR application has been created in SF for the HR team. The CTO of the compamny does not want the sales team to access the HR application and the tabs created for it. Which security control measures should the SF Admin use for the requirement?
Choose 2.
A- The HR application should be set to 'Hidden' for the sales team profile.
B- The sharing settings for the objects in the HR application should be set to 'Private' for the sales team profile.
C- The sales team profile should not have object-level and field-level access for the objects in the HR application.
D- The 'Visible' checkbox should be unchecked for the HR application in the sales team profile.
C- The sales team profile should not have object-level and field-level access for the objects in the HR application.
D- The 'Visible' checkbox should be unchecked for the HR application in the sales team profile.
(The visibility of the HR application should be removed from the sales team profile by deselecting the 'Visible' checkbox, which will ensure that the application is not visible and cannot be made visible in the app menu. To ensure that there is no access via any other means such as reporting, the object-level, and field-level access should also be removed.)
A SF Admin has defined a new custom object and has indentified that it needs to have a many to many relationship with 5 different standard objectsw. What considerations should the SF admin keep in mind when designing the solution?
Choose 1.
A - Not feasible, only two many to many relationships are allowed per object
B - Not feasible, since only up to three master detail relationships are possible on a custom object
C - It depends on the remaining custom object quota left in the org
D - Not feasible, since only up to two master detail relationships are possible on a custom object
C - It depends on the remaining custom object quota left in the org
(The limitation of two master detail relationships per object has no effect on the number of many to many relationships an object can have. In this case, five new junction objects are needed and the object limits of the org must be taken into consideration.)
To improve efficiency and automate actions on cases, a Salesforce admin is considering the use of bulk macros. Which of the following statements are true regarding the use of bulk macros?
Choose 2.
A - Bulk macros can be run on multiple records of any standard or custom objects
B - Bulk macros can be run on records in multiple list views at the same time
C - Bulk macros can send emails to contacts on selected records
D - Bulk macros can update field values on multiple records
C - Bulk macros can send emails to contacts on selected records
D - Bulk macros can update field values on multiple records
(Bulk macros can be run on records of Account, Case, Contact, and Lead Objects. However, a bulk macro can only be run on records in one object list view at a time. Bulk macros can send emails or update field values for multiple records).
Choose 1.
A - Using a trigger, as this cannot be done declaratively
B - Using standard assignment rules, custom fields, and formulas
C - Using the standard auto-response rule functionality
D - Using the standard assignment rules
B - Using standard assignment rules, custom fields, and formulas
(If an auto number field is added to the lead object, then another formula field can use a MOD function to use the auto-number value and return a value that sequences through the number of people in the sales team. With the auto number field and the MOD function, a standard Lead Assignment rule can then be created that automatically and equally allocates leads to sales team members or queues.)
What is true regarding adding records to Chatter groups?
Choose 1.
A - Only one record can be added to each group
B - Any standard or custom object can be added to a group
C - All users in the group can see any records added to the group
D - Records cannot be added to groups that allow customers
D - Records cannot be added to groups that allow customers
(Groups that allow customers do not support adding records. Only certain standard objects support adding records to groups.)