Configuration and Setup
Where should an administrator go to manage default Currencies, Fiscal Year settings, and Business Hours?
A. User Management Settings
B. Company Settings
C. Custom Settings
D. Feature Settings
B. Company Settings
Skyline routes new cases based on partner tiers: Silver and Gold go to Regular Support, while Platinum goes to Priority Support. Which tool should be used for this automation?
A. Escalation Rules
B. Assignment Rules
C. Auto Response Rules
D. Workflow Rules
B. Assignment Rules
Fast Finance would like to enable Web-to-Lead, but is concerned about the creation of lead records that contain spam. Which of the following represents the best solution to prevent receiving spam via Web-to-Lead?
Choose 1 answer.
Cosmic Care Solutions is evaluating ways to improve its customer support operations. The leadership team is deciding between implementing Einstein bots or adopting Salesforce Agentforce Service Agent. They want a solution that can independently handle customer conversations, take actions in Salesforce, and reduce the need for constant human intervention and scripted workflows.
Which statement best describes the key difference between traditional bots and Agentforce Service Agent?
Choose 1 answer.
Prism requires an automated ownership change for any case that remains open for more than 7 days. Which Salesforce tool is best suited for this?
A. Escalation Rules
B. Auto Response Rules
C. Assignment Rules
D. Validation Rules
A. Escalation Rules
Support agents at Summit Tech operate on Pacific Time (9 AM – 5 PM), while the Eastern Time team needs to begin 3 hours earlier to maintain coverage. How should the administrator manage this?
A. Modify the single set of business hours to span both time zones.
B. Grant permission for agents to manage their own business hours manually.
C. Establish temporary business hour records for each separate time zone.
D. Create a unique Business Hours record for each of the two time zones.
D. Create a unique Business Hours record for each of the two time zones.
To assist reps who need help with a case, Lumina wants a one-click solution that sends an email, updates the status, and changes the owner. What should the administrator provide?
A. Case Assignment Rules
B. Macros
C. Quick Text with Email Templates
D. Autolaunched Flows
B. Macros
Which feature should an administrator use to highlight specific, important fi elds based on the current phase of an opportunity?
A. Workflow Rules
B. Path Key Fields
C. Opportunity Processes
D. Dynamic Forms
B. Path Key Fields
An HR manager at Cosmic Kicks wants to deploy an AI agent to assist internal staff. The goal is to allow employees to ask questions about company benefits, retrieve their remaining time-off balance, and submit IT help desk tickets using natural language. Which AI agent type is best suited for this internal productivity scenario?
Choose 1 answer.
Solaris wants to automatically push a discount from an Opportunity to every one of its associated Opportunity Products once a deal is marked as won. Which tool is best for this?
A. Approval Process
B. Formula Field
C. Flow Builder
D. Prebuilt Macro
C. Flow Builder
A Sales VP is encountering a record-saving error that the administrator cannot see on their own machine. What is the most effective troubleshooting step?
A. Attempt to troubleshoot while logged in as a system administrator.
B. Utilize the "Login as" feature to experience the system as that specific user.
C. Search the AppExchange for a specialized troubleshooting utility.
D. Request that the user provide their login credentials for testing.
B. Utilize the "Login as" feature to experience the system as that specific user.
Skyline Tech wants to track the duration a case spends with different teams for SLA reporting. Which tool provides this tracking?
A. Escalation Rules with Business Hours
B. Record-Triggered Flows with Business Hours
C. Case Assignment Rules with Business Hours
D. Milestones with Business Hours
D. Milestones with Business Hours
The sales leadership team at Astra Dynamics wants to forecast upcoming revenue and compare individual representative performance. Which two features are required for this? (Choose Two)
A. Sales Quotes
B. Forecasting
C. Opportunity List Views
D. Opportunity Stages
B. Forecasting
D. Opportunity Stages
A sales manager asks Agentforce to summarize a specific confidential Opportunity record but receives a response indicating the information cannot be retrieved. An administrator verifies that the Opportunity exists and that other managers can successfully access it using Agentforce. What is the primary security mechanism causing this result?
Choose 1 answer.
An administrator at Titan has developed an approval process for handling employee time-off requests. Which two automated responses can the administrator include as part of this workflow? (Choose Two)
A. Field Update
B. Email Alert
C. Chatter Post
D. Autolaunched Flow
A. Field Update
B. Email Alert
Horizon Tech wants to limit login access to specific IP ranges and hours to bolster security. Where should this be confi gured?
A. Company Settings
B. The user's role settings
C. The user's profile settings
D. Custom permission sets
C. The user's profile settings
What two automated actions can be triggered by Case escalation rules? (Choose Two)
A. Dispatch email notifications.
B. Modify the Priority of the Case.
C. Reopen a previously closed Case.
D. Reassign the Case to a new owner.
A. Dispatch email notifications.
D. Reassign the Case to a new owner.
Sales reps are grouped by different geographical regions. Each rep can handle any lead within their region. What should be implemented for this situation?
Choose 1 answer
What is a common use case for Agentforce within a sales-focused organization?
A. Generating automated cold calls.
B. Fully automating the creation of all marketing material.
C. Offering standard, script-based web chat bots.
D. Automating the Lead Qualification process.
D. Automating the Lead Qualification process.
Orbit wants to trigger expense reports from Salesforce to an external HR platform, but only after a review by managers and directors. Which two features should be configured? (Choose Two)
A. Outbound Message
B. Email Alert Action
C. Quick Action
D. Approval Process
A. Outbound Message
D. Approval Process
A user is locked out after several failed logins. Which two actions can an administrator take to assist? (Choose Two)
A. Log in as that user to clear the lockout status.
B. Use the "Unlock" button found on the user's record.
C. Use the "Reset Password" button on the user's record.
D. Adjust the password policies for the entire organization.
B. Use the "Unlock" button found on the user's record.
C. Use the "Reset Password" button on the user's record.
Summit wants inbound customer emails to be converted into cases automatically and routed to the appropriate support queue. What is the best configuration for this?
A. Set up an escalation rule to move cases to the proper queue after they are created.
B. Develop a custom email service to manually assign ownership during the creation phase.
C. Build a flow to evaluate record criteria and then assign the case to the correct queue.
D. Set up Email-to-Case and define the destination queue within the routing settings.
D. Set up Email-to-Case and define the destination queue within the routing settings.
Cosmic Computers is a company that was originally established in the United States, but it sells products in several countries such as Australia, Canada, and France. The Chief Technology Officer of the company is considering the use of Salesforce for storing products and their prices in different countries. Each product is sold at a different price in each country. However, the company would like to use only one currency to store prices in Salesforce. Which of the following are required to allow the company to manage products and prices for multiple countries?
Choose 2 answers.
When adding a new topic to an Agentforce agent, what is a recommended best practice for instructions?
A. Use generic instructions to allow for the most flexibility.
B. Provide a broad list of example questions users might ask.
C. Keep the instructions as short as possible to improve speed.
D. Utilize industry-specific jargon instead of simple language.
B. Provide a broad list of example questions users might ask.
Nova Systems requires a weekly automated process to tally up the number of open cases linked to an Account. Which type of flow is recommended for this?
A. Scheduled flow
B. Record triggered flow
C. Autolaunched flow
D. Event triggered flow
A. Scheduled flow