Salesforce Administrator Case Troubleshooting

Questions and Answers

What should the administrator reference to troubleshoot a case that cannot be found by the support agent?

Contact email address (correct)

Validation rules

Assignment rules

Setup Audit Trail

Which two tools should be configured by an administrator to initiate expense reports from Salesforce for managerial review?

Email Alert Action

Outbound Message (correct)

Approval Process (correct)

Quick Action

Which two feature licenses can be assigned to user records in Salesforce?

Console User

Knowledge User (correct)

Opportunity User

Service Cloud User (correct)

How should an administrator configure discounted prices for reseller partners?

Create a separate PriceBook for reseller partners Signup and view all the answers

What identifier should be used when importing records from a financial system?

External ID Signup and view all the answers

Which tool should an administrator use to surface important values based on the opportunity stage?

Path Key Fields Signup and view all the answers

What tool should be utilized to import a list of 300 accounts with contacts into Salesforce?

Data Import Wizard Signup and view all the answers

What approach is best for implementing a streamlined approval process for expense reports?

Use an Approval Process Signup and view all the answers

Which permission should be assigned to a user to update dashboard folder access for all non-private folders?

Manage dashboards in public folders Signup and view all the answers

What should an administrator check first if they cannot see the user license option when creating new users?

Check on the remaining available Salesforce licenses under Company Information Signup and view all the answers

Which two properties should be configured to ensure unique data input into a specific field?

Unique Signup and view all the answers

During the lead conversion process, which two records can be created?

Account Signup and view all the answers

What are three standard chart types available for Salesforce dashboards?

Bar charts Signup and view all the answers

What tool should be used to replace old workflow rules with simple field updates when a lead is created?

Before Save Flow Signup and view all the answers

Which three features can be used by an administrator to automatically create a case?

Web-to-case Signup and view all the answers

Which of these options is not a standard chart type available for Salesforce dashboards?

Venn Diagram Signup and view all the answers

Which tools are necessary to build a guided expense report process for users?

Flow Builder Signup and view all the answers

What method should be used to automate the submission of new public articles for approval?

Use Process Builder Signup and view all the answers

Which settings can be controlled by a user’s profile? Choose three.

Assigned apps Signup and view all the answers

What is the best way to automatically place a case in the correct queue based on product categories?

Create Assignment Rules based on the picklist values Signup and view all the answers

Which configuration should be implemented to prevent past dates in opportunities?

Validation Rule Signup and view all the answers

If the VP of Marketing wants to notify Sales Reps of updates in the Marketing library, which feature is most effective?

Subscribe Signup and view all the answers

What tool should be recommended for creating governed approval processes for public articles?

Approval Process Signup and view all the answers

Which approach allows a sales team to manage the opportunity date constraints effectively?

Validation Rule on Date Fields Signup and view all the answers

What report format should be used to view open Opportunities grouped by Stage?

Summary Signup and view all the answers

When transferring government accounts to a new sales rep, which two records will also be transferred from the current account owner?

All Contacts Signup and view all the answers

Before activating a validation rule requiring a custom text field to be updated, what two actions must the administrator take?

Add the fields to the page layout. Signup and view all the answers

To determine why a user is unable to log into Salesforce, what should the administrator review?

Review the login history. Signup and view all the answers

What could prevent the administrator from changing the Work Item and Project relationship from master-detail to a lookup?

Roll-up summary fields exist on the master object. Signup and view all the answers

What automated solution should be used to delete records based on field values?

Flow Builder Signup and view all the answers

Which of the following would be a reason to not activate a validation rule immediately?

User training is pending for the new fields. Signup and view all the answers

What is one of the potential issues if the lookup field is required for saving records in changing the relationship type?

Records will not be saved if the field contains no data. Signup and view all the answers

What is the primary purpose of configuring Auto-Response for Web-to-Case at Ursa Major Solar?

To notify customers that their case has been logged Signup and view all the answers

Which feature is most appropriate for Ursa Major Solar to implement a self-service community that includes FAQs?

Knowledge Signup and view all the answers

How can an administrator provide different Lightning pages for Accounts in different consoles?

By assigning specific Lightning pages as app defaults Signup and view all the answers

What happens to a deleted field when it is restored in Salesforce?

The field will reappear on all layouts automatically Signup and view all the answers

What solution should Ursa Major Solar adopt for cases that do not meet the established criteria?

Assign them to the World queue Signup and view all the answers

What should be a key consideration for an administrator deleting a field?

It should be backed up before deletion Signup and view all the answers

In which scenario would a Workflow Rule be the most suitable solution for Ursa Major Solar?

To change ownership of cases outside Canada Signup and view all the answers

What is an incorrect assumption about restoring a deleted field?

Restoration eliminates the need to manually repopulate data Signup and view all the answers

Study Notes

Case Management and Troubleshooting

When a customer contacts phone support about a missing case, administrators should verify the contact email address for accuracy in case logs.
Support agents require tools like Assignment Rules to automatically direct cases to the right queues.

Expense Reporting Configuration

Configure Approval Processes and Outbound Messages to initiate and review expense reports from Salesforce to external HR systems.

Feature Licenses

Common feature licenses assignable in Salesforce include Knowledge User and Service Cloud User.

Pricing for Reseller Partners

Create a separate PriceBook for reseller partners to manage discounted pricing effectively.

Record Importing Best Practices

Utilize External ID for identifying records when importing from external systems to maintain data integrity.

Opportunity Management

Path Key Fields can surface important values based on opportunity stages to improve visibility for sales managers.

Data Importing Tools

Use Data Loader for mass imports of accounts and contacts efficiently.

Permissions and Dashboard Management

Grant users permission to Manage dashboards in public folders to allow updates to dashboard folder access.

User License Diagnostics

Check remaining available licenses under User Management Settings to troubleshoot visibility issues for user license options.

Unique Data Constraints

Set fields as Required and Unique to ensure unique data entry in Salesforce.

Lead Conversion Process

During lead conversion, both Contact and Account records can be created, enhancing record organization.

Standard Dashboard Chart Types

Standard chart types available for dashboards include Bar charts, Tables, and Gauge charts.

Workflow Enhancements

Before Save Flow should be used to replace old workflow rules for efficient processing during lead creation.

Automated Case Creation Features

Utilize Email-to-case, Process Builder, and Web-to-case to automatically create cases based on defined actions.

Report Formatting

Use Summary report format to allow sales users to view open opportunities grouped by important criteria.

Mass Transfer of Accounts

Mass transferring accounts ensures that all associated Contacts and Open Opportunities transfer to the new owner.

Validation Rule Setup

Before activation, ensure required fields are added to layouts and that users have appropriate access to fields involved in validation rules.

Review login history to identify issues preventing a user from logging into Salesforce.

Object Relationship Changes

The existence of roll-up summary fields on the master object can prevent changing a relationship type from master-detail to lookup.

Automated Record Deletion

Implement Flow Builder for automating record deletion based on specific field values.

Guided Expense Reporting Process

Implement Flow Builder and Approval Process to simplify the guided expense report submission process.

Automating Article Submission for Approval

Use Process Builder to automate the submission of new articles for approval in a knowledge base.

User Profile Settings

User profiles control Assigned apps, Field-level security, and Record type assignments.

Case Queue Assignment

Assign cases to queues based on picklist values using Assignment Rules to ensure effective routing upon submission.

Preventing Date Changes in Opportunities

Configure Validation Rules to restrict sales team members from modifying opportunity close dates to the past.

Library Update Notifications

Recommend using the Subscribe feature for sales reps to receive updates on marketing material changes.

Self-Service Community Features

Utilize Knowledge and Chat features to reduce call volume by providing FAQs and live chat options.

Lightning Page Customization

Use Lightning pages as app defaults to display different layouts for Accounts in various consoles.

Considerations for Deleting Fields

Be mindful that a deleted field can still reappear on page layouts if unchanged; however, restoring it will not repopulate its previous data.

High-Volume Data Import Needs

For importing large volumes of records, the system should be capable of handling automated nightly imports effectively.

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Description

This quiz focuses on troubleshooting processes for Salesforce administrators, particularly regarding cases created through web to case. You will need to identify the correct references to resolve issues when cases appear to be missing or untraceable.