salesforce 211

Description

advance admin
majra “majraputr
Quiz by majra “majraputr, updated more than 1 year ago
majra “majraputr
Created by majra “majraputr over 7 years ago
206
1

Resource summary

Question 1

Question
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
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