Service Cloud Console Customization

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Questions and Answers

Which three password policies should an administrator configure?

Password complexity requirements (correct)

Require use of Password Manager App

Prohibited password values

Number of days until expiration (correct)

Maximum invalid login attempts (correct)

Which two steps should an administrator take to prevent users from selecting a style on a record?

Back-up the Shoe Style values in existing records

Reactivate the appropriate Shoe Style values after the field type changes

Change the field type from a multi-select picklist field to a picklist field (correct)

Select the 'Choose only one value' checkbox on the picklist field (correct)

When Cloud Kicks intends to protect data with backups using the data export service, what considerations should the administrator remember when scheduling the export?

Data export service should be run from a sandbox

Data backups are limited to weekly or monthly intervals (correct)

Metadata backups must be run via a separate process

Metadata backups are limited to sandbox refresh intervals (correct)

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

Add component visibility filters to the components Signup and view all the answers

How should the screen flow created by the administrator for Cloud Kicks to help service reps ask questions be distributed?

Lightning Page Signup and view all the answers

Which two objects are customizable in the Stage Setup Flow? Choose 2 answers

Campaign Members Signup and view all the answers

What should the administrator use to address the issue of sales reps missing key fields in an opportunity record? Choose 3 answers

Mark fields required on the page layout Signup and view all the answers

How can the administrator prevent users in a permission set group from deleting records? Choose the correct option

Create a new permission set that has Delete access deselected for the objects Signup and view all the answers

How should the administrator share cross-sell opportunities with a team of subject matter experts at Ursa Major Solar?

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

Which two components should an administrator use to improve the Case Lightning record page at AW Computing? Choose 2 answers

Rich text Signup and view all the answers

What dashboard component can effectively display the total sales for the year and progress to the enterprise sales goal as a single value?

Gauge Signup and view all the answers

How can Opportunity team members at Cloud Kicks be given credit based on their level of effort contributed to deals?

Splits Signup and view all the answers

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

Define an approval process for the field Signup and view all the answers

How can the support manager at Cloud Kicks respond quickly to customers with the top five troubleshooting tips? Choose the correct option

Auto-Response Rules Signup and view all the answers

Which items should the administrator configure to provide appropriate access to the sales manager in a scenario where the organization-wide sharing default is set to private for the Shoe object at Cloud Kicks? Choose 3 answers

Field-Level Security Signup and view all the answers

The administrator at Cloud Kicks has created an approval process for time off requests. Which two automated actions are available to be added as part of the approval process?

Field Update Signup and view all the answers

Support agents at Cloud Kicks are spending too much time finding resources to solve customer cases. How should an administrator meet this requirement?

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

A user at Northern Trail Outfitters is having trouble logging into Salesforce. Which two ways should the administrator help the user log into Salesforce?

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

Once an opportunity reaches the negotiation stage at Cloud Kicks, the Amount field becomes required for sales users. How should the administrator require this field during the negotiation stage for sales users but allow their managers to make changes?

Configure a validation rule to meet the criteria. Signup and view all the answers

A Sales user is trying to manage Campaign Members for an upcoming networking event. How can an administrator troubleshoot this problem?

Create a permission set to allow the user to edit Campaign Members. Signup and view all the answers

The administrator at AW Computing wants to send off client welcome tasks and a welcome email to the primary contact when an opportunity is closed. What automation tool best accomplishes this?

Process Builder Signup and view all the answers

Northern Trail Outfitters has a new flow that automatically sets field values when a new account is created. The flow is la but the flow is not working property. What should the administrator do to identify the problem?

Use the native debug feature in the Flow Builder. Signup and view all the answers

Ursa Major Solar offers amazing experiences for all of its employees. The employee engagement committee wants to post updates restricting other employees from posting. What should the administrator create to meet this request?

Chatter Broadcast Group Signup and view all the answers

When users log in to Salesforce via the user interface, which two settings does the system check for authentication?

The user's Two-Factor Authentication for API Logins permission Signup and view all the answers

Sales users at Cloud Kicks are requesting that the data in the Industry field on the Account object displays on the Opportunity. Which type of field should an administrator create to accomplish this?

Cross-object formula field Signup and view all the answers

Study Notes

Approval Process

Two automated actions available in an approval process: Field Update and Email Alert.

Finding Resources and Similar Cases

Use Knowledge with articles and data categories to find resources and similar cases.
Configure Global Search to look for similar cases.

Two ways to help a user log into Salesforce: Reset the password on the user's record detail page and Use the Unlock button on the user's record detail page.

Field Requirements

Configure a validation rule to require a field during a specific stage (e.g. negotiation stage).
Make the field required for all users except managers.

Campaign Members Management

Provide a permission set to allow users to edit Campaign Members.

Automation Tools

Use Process Builder to send off client welcome tasks and a welcome email when an opportunity is closed won.
Use the native debug feature in the Flow Builder to identify flow problems.

Restricting Chatter Posts

Create a Chatter Broadcast Group to restrict other employees from posting.

User Authentication

Two settings checked for authentication when users log in: The user's Two-Factor Authentication for User Interface Logins permission and The user's profile login hours restrictions.

Assigning Cases

Enable Omni-Channel to assign cases based on agent capacity and skill set.

Deleting Records

Use Flow Builder to delete records based on field values.

Master-Detail Relationships

Three characteristics of a master-detail relationship:
- The master object can be a standard or custom object.
- Permissions for the detail record are set independently of the master.
- Roll-up summaries are supported in master-detail relationships.

Reporting

Use a Bucket Column to categorize accounts into small, medium, and large based on the dollar value.

Escalation Rules

Use Escalation Rules to transfer unassigned cases from VIP customers to a service representative within a specified time.

Picklist Fields

Map the picklist field on the Lead to the Contact to populate values.
Create a custom picklist field on Contact and map it to the Lead.

Custom Objects

Use a lookup relationship between Shipments and Accounts to show all shipment items from an Account page.

Field Data Type Changes

Be aware that existing field values will remain unchanged when changing the data type of an auto number to a text field.

Screen Flow

Use conditional visibility to show only the necessary question on a screen flow.
Use the screen flow to show different picklist values for sales and marketing users.

Password Policies

Configure three password policies:
- Number of days until expiration.
- Maximum invalid login attempts.
- Password complexity requirements.

Data Export Service

Two considerations when scheduling the export:
- Metadata backups are limited to sandbox refresh intervals.
- Data backups are limited to weekly or monthly intervals.

Component Visibility

Add component visibility filters to make pages more dynamic and easier to use.

Screen Flow Distribution

Distribute the screen flow from a Lightning Page.

Two-Factor Authentication

Two prompts when logging in to Data Loader:
- Enter a verification code from email or SMS.
- Download and install an authenticator app on a mobile device.

Record Types and Page Layouts

Create three record types, each with two page layouts to show different fields for sales and marketing users.

Validation Rules

Two functions to use when creating a validation rule:
- Error condition formula.
- Error message location.

Case Ownership

Two users that can fulfill a request to change ownership on multiple cases:
- A user with the System Administrator profile.
- A user with a manager role above the agent.

Quick Actions

Include the quick action in the Salesforce Mobile Navigation menu to make it available on the Salesforce mobile app.

Path Key Fields

Use Path Key Fields to surface important values based on the stage of the opportunity.

Field Updates

Use Flow Builder to automate a simple field update on the account.

Discounts on Opportunities

Use Flow Builder to automate the application of discounts on related opportunity products when an opportunity is won.

Case Status Picklist

The reason why support reps are unable to see the Closed option in the Case Status picklist is that the Case record type is missing Closed as a picklist value.

Contact Hierarchy

One consideration when using Contact Hierarchy: Contacts displayed in the Contact Hierarchy are limited to record-level access by user.

Business Hours

Create one set of business hours per time zone to solve the issue of different business hours for reps in different time zones.

Lightning Pages

Assign Lightning pages as app default to display different Lightning pages when Accounts are viewed in the Sales Console and in the Service Console.### Salesforce Administrators Scenarios

Access Control

Administrators can satisfy a requirement for lead engineers to have read/write access to all new cases that reference a new product by creating a user-based sharing rule and an ad-hoc case team.

Data Management

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

Process Automation

A process scheduled action that sends a Chatter post to a department VP in 30 days if a job posting is still open and the status is not equal to Interviewing will be canceled if the job posting status is updated to Interviewing before the 30-day period.

Reporting and Analytics

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

AppExchange and Testing

To try out an app from the AppExchange, administrators should suggest installing in a sandbox and testing in a Trailhead Playground.

Sales Enablement

Administrators can help sales reps prioritize and close more deals by configuring Einstein Opportunity Scoring.

Picklists and Record Types

To ensure consistent picklist values in the Category field on Accounts and Cases, administrators should use custom picklists and global picklists.

Team Collaboration

To make it easier for teams to collaborate with the same customer, administrators should enable account teams and show users how to set up a default account team.

Page Layout and Field Management

To add a custom text area field to the highlights panel on the Account page, administrators should create a custom compact layout.

Stage Setup Flow

Opportunities and Campaign Members are customizable objects in the Stage Setup Flow.

Opportunity Management

To address sales reps missing key fields when filling out an opportunity record, administrators should use validation rules, mark fields required on the page layout, and enable guided selling.

Permission Sets and Access Control

To prevent users in a permission set group from being able to delete records, administrators should create a new permission set that has Delete access deselected for the objects.

To share all cross-sell opportunities with a team of subject matter experts, administrators should create a new role for the subject matter experts and give them access to the records with an owner-based sharing rule or add the subject matter experts to a public group and give them access to the records with a criteria-based sharing rule.

Lightning Record Pages

To improve the Case Lightning record page, administrators should use filtered components to display a message in bold font when a Case is saved as a critical record type and quick actions to update the Account status from the Case layout.

Dashboards

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

Opportunity Teams

To give credit to Opportunity team members based on the level of effort contributed by each person toward each deal, administrators should use opportunity splits.

Custom Objects and Fields

To ensure that a system field is filled in on every Invoice record, administrators should create a Process Builder to set the field.

Knowledge and Self-Service

To provide quick responses to customers, administrators should suggest using Auto-Response Rules to provide the top five troubleshooting tips that could help solve the customer's issue.

Report Access and Security

To provide appropriate access to reports for sales reps on a team, administrators should configure folder access, role hierarchy, and field-level security.

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Description

This quiz covers customization options in Service Cloud Console, including approval processes and resource finding efficiency.