Admin Practice Exam 1

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Questions and Answers

What should John do to automate the process of filling in account-related information in cases?

Create a Case assignment rule to copy the required Account fields

Create formula fields to retrieve the required Account information (correct)

Create a validation rule to copy the required Account fields

Create a screen flow to copy the required Account fields

Which of the following statements are true about accessing telephony features in Salesforce using Sales Dialer? (Select 3 answers)

It supports recording calls using an additional plugin

It supports incoming and outgoing calls (correct)

Users can call by clicking on phone number fields (correct)

It requires a feature license in Lightning Experience and Salesforce Classic

It is only available in Lightning Experience (correct)

What is true regarding using Salesforce IDs to update data via Data Loader?

The Salesforce ID of the record as displayed in the user interface must be used

The 18-character Salesforce ID must be used

The 15-character Salesforce ID must be used

Either the 15- or 18-character Salesforce ID can be used (correct)

Which of the following are true regarding the Lead Conversion process? (Select 3 answers)

An Account is created if one with the same name is not found Signup and view all the answers

What is required to keep track of feed activities on a record for the Sales Manager's report?

Build the report based on a custom report type Signup and view all the answers

Which Salesforce automation solution is appropriate for processing discounts on Opportunities?

Approval Process Signup and view all the answers

What should the administrator consider when changing the default company locale?

The company locale is set as the default for new users, but any user can change their personal locale setting Signup and view all the answers

On what objects can duplicate rules be configured? (Select all that apply)

Custom Objects Signup and view all the answers

Which of the following is true regarding the addition of an identity verification method to a user's account? Choose 1 answer.

An email confirmation is sent to the user if a new identity verification method (e.g. mobile phone) is added Signup and view all the answers

What can a Salesforce Administrator do to schedule events for monthly meetings that repeat indefinitely? Choose 1 answer.

Add the 'Repeat' checkbox to the page layout for events Signup and view all the answers

Which of these features are used to manage cases? Choose 2 answers.

Case Teams Signup and view all the answers

Which combination of configuration options could Tim suggest to help automate case management? Choose 2 answers.

Setting up queues based on Geography Signup and view all the answers

Which of the following can best address the requirements for automatic chat routing based on the customer's language? Choose 1 answer.

Omni-channel flow Signup and view all the answers

What is a key capability of Quotes and Orders in the sales process in Salesforce? Choose 1 answer.

Managing price quotes and sales agreements Signup and view all the answers

Which of the following are correct operations used to evaluate criteria for triggering workflow rules? Choose 2 answers.

When a record is created Signup and view all the answers

Which of the following capabilities should the training developer keep in mind while creating content about working with emails in Lightning Experience? Choose 3 answers.

A table can be added to the body, and its content can be styled using the email composer’s actions menu. Signup and view all the answers

What organization-wide default sharing setting can be used for the Contact object to meet the requirement that users require edit access to all contacts associated with accounts they own? Choose 1 answer.

Controlled by Parent Signup and view all the answers

What are the different ways that data can be backed up? Choose 2 answers.

Schedule a daily data backup using Data Export Signup and view all the answers

How can Dynamic Computing manage sales tasks differently for their computer system sales and computer accessories sales? Choose 2 answers.

Page layouts Signup and view all the answers

What feature would you suggest to improve the usability of their current lookup fields for viewing additional information? Choose 1 answer.

Search Layout Signup and view all the answers

Which component can be used in Flow Builder to allow support agents to upload files while gathering information from customers? Choose 1 answer.

Screen Component Signup and view all the answers

What could be possible reasons for John to receive an 'Insufficient Privileges' error when running a report? Choose 3 answers.

The user does not have the 'Run All Reports' permission. Signup and view all the answers

What permission does the user not have if they cannot run reports?

Access to the Forecast object Signup and view all the answers

What is the best recommendation for executing a mass email marketing campaign targeting about 7,000 contacts and leads?

Use a third-party email application in the AppExchange Signup and view all the answers

How can a Salesforce Administrator give another user the ability to assign a designated permission set?

Make the user a delegated administrator Signup and view all the answers

What is true regarding Opportunity Teams? Choose 2 answers.

John can set up a default Opportunity Team in his personal settings Signup and view all the answers

How can a Salesforce Administrator address the needs of Sales Representatives and Service Agents regarding the Home Page?

Use the Lightning App Builder to customize the Home Page for different profiles Signup and view all the answers

What is the best way to allow all users to read, create, and edit contacts, while allowing only managers to delete them?

Clone the standard profile, remove delete permission, create a permission set for managers Signup and view all the answers

Which automation tool is best for automatically updating the 'Discount' field on opportunity records based on 'Expected Revenue'?

Flow Signup and view all the answers

Which tool should a Salesforce Administrator use to send a notification and create a task when a sales deal reaches 80% probability?

Flow Builder Signup and view all the answers

Which of these options are correct? (Select all that apply)

Create an approval process on the quote with an entry criterion on the quote discount percentage Signup and view all the answers

What does the Salesforce Administrator need to consider before enabling the My Domain feature? (Choose 2 answers)

Visualforce page URLs will change Signup and view all the answers

How can a Salesforce Administrator proceed if he does not have access to his email for the security token while using Data Loader? (Choose 1 answer)

Add the IP address to the trusted IP ranges Signup and view all the answers

Which solution will help control and approve the discount percentage every sales rep can offer with minimal customization? (Choose 1 answer)

Define an Approval process Signup and view all the answers

What is true about the running user for a dashboard? (Choose 2 answers)

The running user can be changed on the dashboard view page by authorized users Signup and view all the answers

What is true regarding the Path feature in Salesforce? (Choose 2 answers)

Path can be used in a number of objects including leads, opportunities, quotes, contracts, orders, and custom objects Signup and view all the answers

Which of the following settings can be defined during report creation? (Choose 3 answers)

Charts Signup and view all the answers

Which of the following are standard objects available in Salesforce? (Choose 3 answers)

Campaign Signup and view all the answers

A user would no longer like to receive updates about a certain post in their feed. What feature should be used? (Choose 1 answer)

Mute Post Signup and view all the answers

Study Notes

Practice Exam Overview

Admin Practice Exam 1 consists of a variety of questions related to Salesforce administration.
Exam sections include Configuration and Setup, Data and Analytics Management, Object Manager and Lightning, and others.
Each section has a specific weighting that contributes to the overall score.

Scoring Breakdown

Configurations and Setup: 20%
Data and Analytics Management: 14%
Object Manager and Lightning: 20%
App Builder and other productivity applications are included with varying weightings.
Overall score calculated from section percentages multiplied by their respective weighting.

Salesforce Automation for Case Management

To automate input of account-related information in cases, formula fields are preferred for copying parent record information to child records.
Alternative options include creating a screen flow or validation rules, but formula fields are the ideal solution.

Sales Dialer Features

Supports both incoming and outgoing calls without any additional plugin for recording calls.
Available exclusively in Lightning Experience, enabling one-click dialing from phone number fields.
Previously known as 'Lightning Dialer'.

Salesforce ID Usage with Data Loader

Can use either 15-character (case-sensitive) or 18-character (case-insensitive) Salesforce IDs for data updates.
Conversion from 18-character to 15-character ID is done by removing the last three characters.

Lead Conversion Process

During lead conversion, Accounts and Contacts are created if no existing records match the lead's name.
Creating an Opportunity is optional, and Person Accounts can be created based on the Company field's value.

Tracking Feed Activities

Custom report types must be established to track feed activities for records effectively.
Standard feed report types are not available, making custom methods necessary for reporting on feed engagement.

Approval Process for Discounts

An approval process is recommended for managing discount approvals based on defined criteria (e.g., discounts exceeding 40% require CEO approval).
Flow builders and Apex triggers can automate processes, but Salesforce promotes using declarative options like approval processes for ease of use and maintenance.### Workflow and Process Automation
Approval processes enable structured workflows for reviewing and approving records.
Use cases include document approvals, purchase requests, and employee leave requests.

Service Cloud Case Management

Email-to-Case automatically generates cases from customer emails, improving response efficiency.
Key features in Lightning Experience for email handling:
- Emails and merge fields can be previewed before sending.
- Drafts for emails are saved automatically during composition.
- Tables can be added and styled in the email body.
- Images can be inserted via static resources and Salesforce Files.

"Controlled by Parent" allows account owners to edit all associated contacts.
Alternative settings include:
- "Public Read/Write" grants unrestricted access to all contacts.
- "Private" restricts access, requiring specific sharing rules.

Data Backup Methods

Data can be backed up by scheduling daily exports or running manual exports using the Data Export Wizard.
Data Loader can be used for export at any time, but email requests to Salesforce are not valid.

Task Management for Different Sales Types

Distinct management of sales tasks can be achieved using:
- Record types to have different picklist values and processes.
- Page layouts to customize the user interface based on sales type.

Enhanced Lookup Fields Usability

Customizing search layouts in Salesforce displays additional fields (Account, Phone, Email) in lookup results.
This feature improves record identification and usability.

File Upload in Flow Builder

The "File Upload" screen component allows agents to attach files while collecting customer information.
Uploaded files can be linked to Salesforce records using a "Related Record ID".

Report Access and Permissions

Users need specific permissions to run reports, including:
- "Run Reports" permission is mandatory.
- Access to the report's folder and the objects involved is crucial.
Common issues causing "Insufficient Privileges" errors include lack of report permissions or object access.

Mass Email Marketing Campaigns

For campaigns targeting 7,000 contacts, using third-party applications on the AppExchange is preferred over Salesforce's mass email functionality, which is more suitable for smaller mailings.### Salesforce Email and Marketing Tools
Recommended tools for mass email campaigns: Salesforce Pardot, Salesforce Marketing Cloud, or third-party vendors from AppExchange.
Mass email limit: up to 5,000 external email addresses per day.

Permission Set Management

Delegated administrators can assign specific permission sets to users in designated roles.
Creating a new profile or changing a user’s profile to system administrator is inefficient and grants unnecessary permissions.

Opportunity Teams

Users can define a default Opportunity Team for quick access.
Setting up a default Opportunity Team can be done in personal settings with just two clicks.
It is not mandatory for every team member to have a defined role in the Opportunity Team.

Home Page Customization

Lightning App Builder allows customization of Home Pages for different profiles, accommodating the needs of various users.
Visualforce cannot be used to dynamically customize the Home Page based on user profile in Lightning Experience.

Contact Management Permissions

Cloning the standard profile is an effective way to manage permissions where all users can read, create, and edit contacts while allowing only managers to delete them.
Standard profiles are non-modifiable; hence, using permission sets is essential for additional permissions.

Automation Tools

Flow is the preferred automation tool for updating fields on the same record, such as updating the 'Discount' based on 'Expected Revenue.'
For sending notifications and creating tasks when sales opportunities reach certain thresholds, Flow Builder is also the best option.

Identity Verification Methods

Users can add their own identity verification methods, receiving email confirmations; these methods are not blocked pending confirmation.
Only Salesforce Administrators can add identity methods for users who did not request the change.

Event Management in Lightning Experience

Adding the 'Repeat' checkbox to the Event page layout allows for scheduling of recurring events, such as monthly meetings.
Recurring event features cannot be enabled in Lightning but are managed through this checkbox, contrasting with functionality in Salesforce Classic.

General Study Notes

Understanding the capabilities and use cases of Salesforce tools is crucial for effective sales and marketing management.
Familiarity with user permissions and profile management is essential for ensuring appropriate access rights and security measures.

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Description

Prepare for your administrator role with this practice exam focused on key concepts and skills. This quiz is designed to assess your readiness for administrative tasks and knowledge in the field. Test your understanding and identify areas for improvement.