What action must you take in order to set up an entitlement process?
Answer
set up service contracts with contract line items and entitlements.
specify actions that you'll add to your entitlement process.
delete all pending actions in the entitlement process que.
set up milestone that you will add to the entitlement process.
Question 2
Question
Select an option below that ou would use to limit the number of records and assist wih data consistency.
Answer
picklist and dependent picklist fields.
custom formula field
workflow field updates
record types and page layout
custom lookup fields and lookup filters.
Question 3
Question
What are the 2 ways content types cannot be used in CRM content? (choose 2)
Answer
with layout contents field, to control the content detail page layout.
with library rules, to limit the no. of libraries created
with validation rules, to capture complete data
with upload rules, to limit the size of content files.
Question 4
Question
The manager in charge of setting up and maintaining Salesforce Knowledge is retiring. What 3 things does her replacement need to know? -choose 3
Answer
article version nos. must be assigned by a knowledge manager for tracking.
data category visibility is assigned through roles and profiles.
enabling certain knowledge features on a user record requires licensing.
knowledge settings must be configured to allow users to create an article from a case
solution category browsing must be enabled in solution settings.
Question 5
Question
When setting up a support process that is NOT based on individual service contracts, what step need to be taken while setting up entitlements?
Answer
set up service contracts
set up contract line items
set up both service contract and contract line items
customize entitlement fields and the entitlements page layouts.l
Question 6
Question
Holly created a new page layout that makes the "Type" field required. Andrew's security settings make the field read-only for him. Will he be able to edit the field?
Answer
True
False
Question 7
Question
Tony is swamped and needs help. His manager suggested creating some delegated admins. If created, what priviledges can be given to the delegated admins? -choose 3
Answer
assign users to specified profiles
modify the role hierarchy
manage custom objects
create and edit users
modify profile permission
Question 8
Question
Please features from the list below that are included in live agent. - select all that apply
Answer
pre-chat forms and post- chat pages
block visitors by username
share tje customers screen
block visitors by ip address
enable agents to include standard responses without having type each item
Question 9
Question
Nancy has a new visual workflow. which of the ff. cant be used to deploy visual workflow? -choose 2
Answer
custom button
custom link
visualforce page
field updates
apex trigger
Question 10
Question
which of the following can salesforce communities npt be used for?- choose 2
Answer
use the odeas tab for community users to submit, like and promote ideas.
restrict communities to only be used by internal salesforce users
ensure that reputation level is the same accross all communities
have crowd sourced knowledge accessible in Q&A tab
Question 11
Question
Support reps are adding tags incorrectly to CRM contents in libraries. How can you enforce standard for tags? -choose 2
Answer
enable workflow to send email alert for unnamed tag
enable restrictive tagging
guided tags
change tagging field to multiselect picklist
Question 12
Question
which of the following os unique to salesforce knowledge?
Answer
synonym search
categories
article types
custom page layouts
Question 13
Question
Lindsey has a new employee and needs to grant them access to content, which liscense is required to use content?
Answer
salesforce CRM content user
salesforce CRM content contributor
salesforce CRM content creator
salesforce CRM content manager
Question 14
Question
In a private sharing model, what is a possible reason a user can view an acct. record owner or sys. admin.?
Answer
acct. records can be shared with other users using the role hierarchy.
user can be granted read/write access to the user via permission set
create a look-up relationship
record owner shares the record using sharing rules to the user