Salesforce Approval Process and Case Management
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Questions and Answers

Which two objects are customizable in the Stage Setup Flow? (Select 2 answers)

  • Opportunities (correct)
  • Campaign Members
  • Campaigns
  • Leads (correct)

    • What options should the administrator use to help sales reps move forward in stages when filling out an opportunity record? (Select 3 answers)

  • Use validation rules (correct)
  • Configure Opportunity Path (correct)
  • Enable guided selling
  • Mark fields required on the page layout (correct)
  • Use Flow to mark fields required

    • How can an administrator prevent users in a permission set group from deleting records?

  • Use a muting permission set with a permission set group to mute selected permissions
  • Edit the profile for the users to remove Delete access from the objects
  • Create a new role that prevents Delete permissions from rolling up to the users
  • Create a new permission set that has Delete access deselected for the objects (correct)

    • How can an administrator share cross-sell opportunities with a team of subject matter experts?

    <p>Add the subject matter experts to a public group and give them access to the records with a criteria-based sharing rule</p> Signup and view all the answers

    Which two components should an administrator use to improve the Case Lightning record page? (Select 2 answers)

    <p>Rich text</p> Signup and view all the answers

    What dashboard component will effectively show the total of all sales for the year and the progress to the enterprise sales goal as a single value?

    <p>Gauge</p> Signup and view all the answers

    How can an administrator give credit to Opportunity team members based on the level of effort contributed to each deal?

    <p>Splits</p> Signup and view all the answers

    How should an administrator ensure that a specific system field is filled in on every Invoice record for Northern Trail Outfitters?

    <p>Define an approval process for the field</p> Signup and view all the answers

    How can an administrator quickly suggest the top troubleshooting tips to solve customer issues at Cloud Kicks?

    <p>Auto-Response Rules</p> Signup and view all the answers

    Which items should an administrator configure to provide appropriate access to shoe records for sales managers at Cloud Kicks? (Select 3 answers)

    <p>Role Hierarchy</p> Signup and view all the answers

    Which three password policies should an administrator configure?

    <p>Password complexity requirements</p> Signup and view all the answers

    Which two steps should an administrator do to change the Shoe Style field to prevent users from selecting style on a record?

    <p>Select the 'Choose only one value' checkbox on the picklist field</p> Signup and view all the answers

    Which two considerations should the administrator remember when scheduling the data export service?

    <p>Metadata backups are limited to sandbox refresh intervals</p> Signup and view all the answers

    How should an administrator make the pages more dynamic and easier to use for users at Cloud Kicks?

    <p>Add component visibility filters to the components</p> Signup and view all the answers

    How should the screen flow be distributed to make it visible from cases?

    <p>Lightning Page</p> Signup and view all the answers

    When one of the users attempts to log in to Data Loader, which two prompts will happen?

    <p>Users need to enter a verification code from email or SMS, whichever has higher priority</p> Signup and view all the answers

    How should the administrator configure specific fields display for different lines of business at Universal Containers?

    <p>Create three record types, each with 2 page layouts</p> Signup and view all the answers

    Which two functions should the administrator use when creating a validation rule at Northern Trail Outfitters?

    <p>Error message location</p> Signup and view all the answers

    How should an administrator provide proper access to the Lead object for support users at Cloud Kicks?

    <p>Configure permission sets</p> Signup and view all the answers

    Which two users are able to change ownership on multiple cases at Cloud Kicks?

    <p>A user with the System Administrator profile</p> Signup and view all the answers

    How should an administrator make a custom quick action available on the Salesforce mobile app on Account at Northern Trail Outfitters?

    <p>Include the action in the Salesforce Mobile Navigation menu</p> Signup and view all the answers

    What tool should an administrator use to surface important values based on the stage of the opportunity at Sales Managers' request?

    <p>Path Key Fields</p> Signup and view all the answers

    Which tool should the administrator use to automate a field update on the account at Cloud Kicks when the status changes to 'Audited'?

    <p>Flow Builder</p> Signup and view all the answers

    What should the administrator use to automate the task of applying discounts to related opportunity products at Cloud Kicks after an opportunity is won?

    <p>Flow Builder</p> Signup and view all the answers

    Why are the support reps unable to see the Closed option in the Case Status picklist at Cloud Kicks?

    <p>The Case record type is missing Closed as a picklist value</p> Signup and view all the answers

    What should the administrator consider regarding the Contact Hierarchy at Northern Trail Outfitters?

    <p>Contacts displayed in the Contact Hierarchy are limited to record-level access by user</p> Signup and view all the answers

    How can an administrator ensure proper business hours for different time zones at Ursa Major Solar?

    <p>Create one set of business hours per time zone</p> Signup and view all the answers

    How should an administrator ensure a different Lightning page is displayed when Accounts are viewed in the Sales Console and in the Service Console?

    <p>Assign Lightning pages as app default</p> Signup and view all the answers

    What should an administrator do to give the product's two lead engineers read/write access to all new cases referencing the new product at Universal Containers?

    <p>Create a user-based sharing rule and an ad-hoc case team</p> Signup and view all the answers

    Which two tools should be used to undo the unintended records import into an object?

    <p>Mass Delete Records</p> Signup and view all the answers

    What will happen to the pending Chatter post scheduled to be sent to the department VP at Universal Containers when the job posting status is updated to 'Interviewing'?

    <p>The pending Chatter post will be canceled</p> Signup and view all the answers

    How should an administrator calculate the revenue generated for each marketing campaign at Northern Trail Outfitters?

    <p>Design a standard Campaign report and add the value Won Opportunities in Campaign field</p> Signup and view all the answers

    What should the administrator suggest to try out an app from the AppExchange to ensure it meets the needs at Cloud Kicks?

    <p>Install in a sandbox</p> Signup and view all the answers

    What should the administrator configure to help sales reps prioritize and close more deals at Ursa Major Solar?

    <p>Einstein Opportunity Scoring</p> Signup and view all the answers

    Which two features should the administrator use to ensure consistent picklist values in the Category field on Accounts and Cases at Dream House Realty?

    <p>Custom picklist</p> Signup and view all the answers

    What should the administrator configure to make it easier for support teams to collaborate with the same customer at AW Computing?

    <p>Enable account teams and show users how to set up a default account team</p> Signup and view all the answers

    How should the administrator accomplish adding a custom text area field to the highlights panel on the Account page at AL?

    <p>From the page layout editor, drag the field to the highlights panel</p> Signup and view all the answers

    Which two automated actions are available to be added as part of the approval process for time off requests at Cloud Kicks?

    <p>Field Update</p> Signup and view all the answers

    How should an administrator help support agents at Cloud Kicks find resources to solve customer cases more efficiently?

    <p>Direct users to Global Search to look for similar cases.</p> Signup and view all the answers

    How should the administrator help a user who is locked out of Salesforce due to multiple failed login attempts?

    <p>Use the unlock button on the user's record detail page.</p> Signup and view all the answers

    How should the administrator require the Amount field during the negotiation stage for sales users but allow their managers to make changes at Cloud Kicks?

    <p>Configure a validation rule to meet the criteria.</p> Signup and view all the answers

    Study Notes

    Administrative Tasks

    • Automated actions available in approval process: Field Update and Email Alert
    • To troubleshoot a flow, use the native debug feature in the Flow Builder
    • To unlock a user and reset their password, use the unlock button on the user's record detail page
    • To require a field during a specific stage, configure a validation rule

    Security and Access

    • Two settings checked for authentication when users log in via the user interface: user's profile login hours restrictions and Two-Factor Authentication for User Interface Logins permission
    • Individual field available for tracking data privacy information on Account and User pages
    • Master-detail relationships: the detail record's owner is the owner of the master record, and roll-up summaries are supported
    • Characteristics of master-detail relationships: the master object can be a standard or custom object, and permissions for the detail record are set independently of the master

    Data Management

    • Formula field can be used to roll up data from a child object to a parent object
    • Bucket field can be used to categorize accounts into small, medium, and large based on the dollar value
    • Lookup relationship: Shipments should have a lookup to Account, so shipments remain when an Account is deleted

    User Interface

    • Conditional visibility can be used to show or hide questions on a screen flow
    • Page layout overrides can be used to display different fields to different users
    • Component visibility filters can be used to make pages more dynamic and easier to use

    Collaboration and Communication

    • Chatter Broadcast Group can be used to restrict other employees from posting
    • Assignment Rules can be used to assign cases to agents based on their capacity and skill set

    Automation and Integration

    • Process Builder can be used to automate simple field updates
    • Flow Builder can be used to automate complex business processes
    • Workflow Rule can be used to automate tasks based on field values

    Reporting and Analytics

    • Roll-up summaries are supported in master-detail relationships
    • Bucket column can be used to categorize accounts into small, medium, and large based on the dollar value### Salesforce Administration

    Automation and Sharing

    • To give two lead engineers read/write access to all new cases referencing a new product, create a predefined case team and an assignment rule.

    Data Import and Export

    • To undo an incorrect import of records into an object, use the Data Loader and Mass Delete Records tools.

    Process Automation

    • If a job posting is still open after 30 days, a scheduled action will send a Chatter post to the department VP; if the job posting status is updated to "Interviewing", the pending Chatter post will be canceled.

    Reporting and Analytics

    • To calculate revenue generated for each marketing campaign, create a standard campaign report and add the value of Won Opportunities in the Campaign field.

    AppExchange and Testing

    • To try out an app from the AppExchange, install it in a sandbox or test drive it in a production org.

    Sales and Opportunity Management

    • To help sales reps prioritize and close more deals, configure Einstein Opportunity Scoring.
    • To improve collaboration between teams, enable account teams and show users how to set up a default account team.

    Data Management and Security

    • To make it easier for teams to collaborate, create a queue for each team and assign account ownership to the queue.
    • To control delete access, create a new permission set that has Delete access deselected for the objects.
    • To share cross-sell opportunities with a team of subject matter experts, create a new role for the subject matter experts and give them access to the records with an owner-based sharing rule.

    User Interface and Page Layout

    • To add a custom text area field to the highlights panel, create a custom compact layout in the Account object manager.

    Stage Setup Flow

    • The Stage Setup Flow is customizable for Opportunities and Leads.

    Validation and Guided Selling

    • To address missing fields in an opportunity record, mark fields required on the page layout, use validation rules, and use Flow to mark fields required.
    • To configure guided selling, use Opportunity Path, Einstein Opportunity Scoring, and Einstein Lead Scoring.

    Permission Sets and Access

    • To prevent users in a permission set group from deleting records, create a new permission set that has Delete access deselected for the objects.
    • To share opportunities with a team of subject matter experts, create a new role for the subject matter experts and give them access to the records with an owner-based sharing rule.

    Case Management

    • To improve the Case Lightning record page, use a filtered component to display a message in bold font when a Case is saved as a critical record type, and add a quick way to update the Account status from the Case layout.

    Dashboards and Reports

    • To visualize enterprise sales across different teams, use a gauge dashboard component to show the total sales for the year and the progress to the enterprise sales goal.

    Opportunity Team Collaboration

    • To give credit to Opportunity team members based on the level of effort contributed, use Opportunity Splits.

    Custom Objects and Fields

    • To ensure a custom field is filled in on every Invoice record, define an approval process for the field.

    Knowledge and Articles

    • To provide quick troubleshooting tips to customers, use Auto-Response Rules.

    Organization-Wide Defaults and Sharing

    • To provide access to Shoe records for all sales reps on a team, configure Folder Access, Role Hierarchy, and Field-Level Security.

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    Description

    This quiz tests your knowledge of approval processes and case management in Salesforce. It covers automated actions and efficient resource finding.

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