Podcast
Questions and Answers
What should the administrator reference to troubleshoot a case that cannot be found by the support agent?
What should the administrator reference to troubleshoot a case that cannot be found by the support agent?
Which two tools should be configured by an administrator to initiate expense reports from Salesforce for managerial review?
Which two tools should be configured by an administrator to initiate expense reports from Salesforce for managerial review?
Which two feature licenses can be assigned to user records in Salesforce?
Which two feature licenses can be assigned to user records in Salesforce?
How should an administrator configure discounted prices for reseller partners?
How should an administrator configure discounted prices for reseller partners?
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What identifier should be used when importing records from a financial system?
What identifier should be used when importing records from a financial system?
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Which tool should an administrator use to surface important values based on the opportunity stage?
Which tool should an administrator use to surface important values based on the opportunity stage?
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What tool should be utilized to import a list of 300 accounts with contacts into Salesforce?
What tool should be utilized to import a list of 300 accounts with contacts into Salesforce?
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What approach is best for implementing a streamlined approval process for expense reports?
What approach is best for implementing a streamlined approval process for expense reports?
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Which permission should be assigned to a user to update dashboard folder access for all non-private folders?
Which permission should be assigned to a user to update dashboard folder access for all non-private folders?
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What should an administrator check first if they cannot see the user license option when creating new users?
What should an administrator check first if they cannot see the user license option when creating new users?
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Which two properties should be configured to ensure unique data input into a specific field?
Which two properties should be configured to ensure unique data input into a specific field?
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During the lead conversion process, which two records can be created?
During the lead conversion process, which two records can be created?
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What are three standard chart types available for Salesforce dashboards?
What are three standard chart types available for Salesforce dashboards?
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What tool should be used to replace old workflow rules with simple field updates when a lead is created?
What tool should be used to replace old workflow rules with simple field updates when a lead is created?
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Which three features can be used by an administrator to automatically create a case?
Which three features can be used by an administrator to automatically create a case?
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Which of these options is not a standard chart type available for Salesforce dashboards?
Which of these options is not a standard chart type available for Salesforce dashboards?
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Which tools are necessary to build a guided expense report process for users?
Which tools are necessary to build a guided expense report process for users?
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What method should be used to automate the submission of new public articles for approval?
What method should be used to automate the submission of new public articles for approval?
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Which settings can be controlled by a user’s profile? Choose three.
Which settings can be controlled by a user’s profile? Choose three.
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What is the best way to automatically place a case in the correct queue based on product categories?
What is the best way to automatically place a case in the correct queue based on product categories?
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Which configuration should be implemented to prevent past dates in opportunities?
Which configuration should be implemented to prevent past dates in opportunities?
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If the VP of Marketing wants to notify Sales Reps of updates in the Marketing library, which feature is most effective?
If the VP of Marketing wants to notify Sales Reps of updates in the Marketing library, which feature is most effective?
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What tool should be recommended for creating governed approval processes for public articles?
What tool should be recommended for creating governed approval processes for public articles?
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Which approach allows a sales team to manage the opportunity date constraints effectively?
Which approach allows a sales team to manage the opportunity date constraints effectively?
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What report format should be used to view open Opportunities grouped by Stage?
What report format should be used to view open Opportunities grouped by Stage?
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When transferring government accounts to a new sales rep, which two records will also be transferred from the current account owner?
When transferring government accounts to a new sales rep, which two records will also be transferred from the current account owner?
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Before activating a validation rule requiring a custom text field to be updated, what two actions must the administrator take?
Before activating a validation rule requiring a custom text field to be updated, what two actions must the administrator take?
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To determine why a user is unable to log into Salesforce, what should the administrator review?
To determine why a user is unable to log into Salesforce, what should the administrator review?
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What could prevent the administrator from changing the Work Item and Project relationship from master-detail to a lookup?
What could prevent the administrator from changing the Work Item and Project relationship from master-detail to a lookup?
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What automated solution should be used to delete records based on field values?
What automated solution should be used to delete records based on field values?
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Which of the following would be a reason to not activate a validation rule immediately?
Which of the following would be a reason to not activate a validation rule immediately?
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What is one of the potential issues if the lookup field is required for saving records in changing the relationship type?
What is one of the potential issues if the lookup field is required for saving records in changing the relationship type?
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What is the primary purpose of configuring Auto-Response for Web-to-Case at Ursa Major Solar?
What is the primary purpose of configuring Auto-Response for Web-to-Case at Ursa Major Solar?
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Which feature is most appropriate for Ursa Major Solar to implement a self-service community that includes FAQs?
Which feature is most appropriate for Ursa Major Solar to implement a self-service community that includes FAQs?
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How can an administrator provide different Lightning pages for Accounts in different consoles?
How can an administrator provide different Lightning pages for Accounts in different consoles?
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What happens to a deleted field when it is restored in Salesforce?
What happens to a deleted field when it is restored in Salesforce?
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What solution should Ursa Major Solar adopt for cases that do not meet the established criteria?
What solution should Ursa Major Solar adopt for cases that do not meet the established criteria?
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What should be a key consideration for an administrator deleting a field?
What should be a key consideration for an administrator deleting a field?
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In which scenario would a Workflow Rule be the most suitable solution for Ursa Major Solar?
In which scenario would a Workflow Rule be the most suitable solution for Ursa Major Solar?
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What is an incorrect assumption about restoring a deleted field?
What is an incorrect assumption about restoring a deleted field?
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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.
User Login Troubleshooting
- 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.
