1. Universal Containers tracks both customer issues and user issues.

A customer issue can be logged as:
• new
• working
• closed

A user issue can be logged as:
• new
• waiting for reply
• closed

What features should a System Administrator use to track both case
types?

2. The administrator at Universal Containers will create a custom field to
track a specific Tier 2 Support user on a case record.

What data type should be used when creating this custom field?

3. The VP of Sales is using Collaborative Forecasting to track sales rep quote
attainment. The VP wants to be notified when sales reps move the
Opportunity Stage backward in the sales process.

Which features should the System Administrator use?

4. As part of a Salesforce Stakeholder meeting, the CTO of Universal
Containers asks the System Administrator to provide information for Total Salesforce Licenses, Used Licenses, and Remaining Salesforce licenses.

Where would a System Administrator find this information?

5. Users in separate departments are able to see and edit different fields on Opportunities. The Sales team can edit all fields on the Opportunity while the Support team has read-only access to these fields.
Where is field-level security controlled for users on these teams?

6. Previous Universal Containers sales representatives worked on
approximately 200 Accounts with the billing addresses in New York. These sales representatives need to retain viewing and editing access to these accounts for 1-3 months.
How can a System Administrator easily provide View and Edit access to
these users for the 200 accounts?

8. What does campaign influence allow a user to do?

9. Universal Containers is having a quality control problem with one of its product lines.

Which standard object can be used to track the extent of the problem?

10. Marketing has requested that the System Administrator update contacts with a spreadsheet of email addresses obtained from the company website.
Which set of fields are required to update the contact with the new email
address using the Data Import Wizard?

11. Marketing wants to brand the Salesforce Mobile app to match Universal Containers approved company colors and graphics.
Which set of Salesforce Mobile app branding options is available to the
Administrator?

13. All Salesforce users at Universal Containers are using the predefined
actions. Several new actions have been created for different departments
and are waiting to be assigned to the users in these departments.

Where does a System Administrator override the predefined actions,
create a new customized set of actions, and assign the new customized
action layout?

15. Sales reps are supposed to create a record on a child object of
Opportunities called Survey Request when an Opportunity is moved to
Closed Won. The VP of Sales Operations has indicated that this doesn’t
always happen or the rep doesn’t populate all fields correctly. The system
administrator has been asked to remove permissions from Sales to create these records and automate record creation.
What tool should be used?

16. Universal Containers (UC) has a Web-to-Case form on its Lightning
Customer Community. UC wants to separate Cases into the following
product categories: Corrugated Paper, Fiberboard, and Metal. UC has
added a picklist field to store this data.

How can the Case be automatically placed in the correct queue upon
submission?

17. Universal Containers has decided to offer a partner its products at a
discounted rate applied to all opportunities.

What should the Administrator do to make sure that the appropriate prices are applied to products on opportunities for this partner?

18. Universal Containers has Public Read/Write Organization-Wide Default Sharing for Accounts. Company leadership has decided that Marketing should never modify an Account record.

What should the System Administrator do to restrict these users?

19. High-priority accounts at Universal Containers have an assigned District Manager, Sales Representative, Inside Sales Representative, and
Customer Service Representative. Management wants to prevent these
accounts from being contacted accidentally multiple times on the same day, and they want to report on the various customer interactions.

How should the Administrator meet these requirements?

21. What should an administrator consider when setting up Case Feed?

22. A Sales Manager wants all Sales Users in the department to see a
Dashboard that displays Total Closed/won Opportunity Amount by User
on the monthly basis.
The Opportunity sharing model is private.

How can the Administrator meet this requirement?

25. The warehouse manager has received a new product line of containers.
Management wants a spreadsheet of new products and a separate
spreadsheet of pricebooks loaded into Salesforce.

Which Salesforce data tool should the System Administrator use to meet
this request?

26. A System Administrator has set up a new user.

How long does the user have to activate the account before the email link
expires by default?

29. How can a new System Administrator quickly provide access to adoption
reports and dashboards for manager?

30. What describes the capabilities of Salesforce Knowledge?

32. Users are trying to create Opportunities and are receiving error when
populating a custom picklist field. When users select either of the two
values in the picklist, they receive different errors messages above the
field and are NOT able to save the Opportunities.
What is the likely cause of the error?

33. How can an Administrator capture custom lead data on the converted
contact when converting a lead?

34. Which set of small and large backup methods are available in native
Salesforce?

37. Universal Containers has a small group of users of Lightning Experience.
Select report folders are shared with these users.

How can the System Administrator prevent these users from customizing
the information in the reports?

39. Universal Containers uses Accounts in its Sales process but only some users have access to them. New users require Read access Accounts.
Two of the new users require Edit access as well.

How should an Administrator configure access for the new users?

40. What will happen when a user attempts to log in to Salesforce from an IP Address that is outside the login IP range on the user ́s profile but within the organization-wide trusted IP range?

41. Universal Containers has a marketing team set up as a public Group. A Sales Representative would like to engage the marketing team on one
opportunity.

What should the sales representative do to ensure the marketing team can access the opportunity?

42. To ensure compliance with a platinum Service Level Agreement, cases
that remain in the Tier 2 queue for more than four hours must be reassigned for the Tier 3 queue.

Which feature meets this requirement?

43. Universal Containers wants support agents skilled in a particular product line to own cases directly after customers log them from an automated channel.

Which features meets this requirement?

44. Universal Containers just acquired a new company whose Sales team has a unique sales process with stages that are different than currently set up in Salesforce. To make sure the acquisition runs smoothly, the Executive team does NOTwant the new Sales team to have to change their process at all.
What should the Administrator do to incorporate the new Sales team’s
process?

46. What setting on a profile makes a tab NOT accessible on the All Tabs page or visible in any app, but still allows a user to view records that would normally be found under this tab?

47. What happens if some records do NOT meet the data validation criteriawhen importing data?

49. Users CANOT save email templates in the “Unfiled Public Email
Templates” folder.

How could a System Administrator allow users to save email templates to
this folder?

52. Sales representatives at Universal Containers often schedule in-person meetings at customer offices. Management wants to track activities for this meeting category to clearly display customer office meetings in the Account, Contact, or Opportunity page layouts, as well as adding this data to reports.

Which method should a System Administrator use to solve this business request?

53. A Salesforce Administrator is creating a new user.

What should the Administrator consider when selecting the Username?

57. An opportunity record with a close date of July 30 meets the criteria of a time-dependent workflow rule. The time-dependent action is scheduled for July 23.

What happens if the opportunity is edited before July 23 and no longer meets the criteria?

59. Universal Containers has created a new custom object called Regulations that is a child of the Account object.
All users want to view Regulations when viewing Accounts with the Sales Account Page Layout

How should a Salesforce Administrator provide access to Regulations on the Sales Account Page Layout?

60. Sales representatives use a custom report type for Account reports. New fields have created on the Account Object.

What should a System Administrator do to report on the newly created fields?