SFDC ADMIN 3

Jim has logged into Salesforce. He clicks the leads ____ along the top of the screen, and then clicks the new button. He enters a lead name, company, and demographic information, and clicks save. Jim has created a lead ____ within the lead ____. (Read all answers.)

Which of the following is NOT a standard Salesforce application? (Select all that apply)

Which of the following is NOT a standard object?

Susan navigates to the leads tab and selects “Unread Leads” from the drop down menu, and is presented with a series of lead records. “Unread Leads” is an example of which of the following?

Bob is a Salesforce system administrator. He creates a sandbox to test a feature that will require activation. Bob submits a case to Salesforce support from the production environment. Support requests the org ID of the environment that Bob would like the feature activated within. Bob can provide support the production org ID, as the sandbox and production org IDs will match.

IPI support has office hours Mon-Sun 8a-8p, but does not work Christmas, Thanksgiving, and several other holidays throughout the year. Cases are escalated according to working hours within the organization. How should this be configured in Salesforce? (Select all that apply)

Jenny is a Salesforce.com administrator for Inspired Products, Inc (IPI). IPI’s fiscal quarters are comprised of two four week months, and one five week month, beginning in January. IPI would like to report on their opportunity pipeline for the current quarter. What does Jenny need to consider when configuring Salesforce?

Dan creates an opportunity record, and then associates a Powerpoint deck to the opportunity via Chatter. The opportunity record impacts ________ storage, while the Powerpoint deck impacts _________ storage.

Mary is a sales rep that travels extensively. She states that she consistently uses the same web browser on the same laptop, yet is still frequently prompted for computer activation. What could cause this to happen?

Jim is a traveling sales rep, and has just landed from a cross country flight. He views his calendar in Salesforce and notices that his calendar appointments are displaying several hours off. What is likely the cause?

You are the Salesforce administrator for a US-based company with a satellite office in Berlin. The Berlin office does not currently use Salesforce, but is scheduled to begin within the next few months. In order for the Berlin office to be effective, they will need to view Salesforce in German and enter currency amounts in Euros. The US office must be able to report all opportunities in US dollar amounts. A static conversion rate between USD and EUR is acceptable for launch. What do you need to consider for this implementation? (Select 3)

The VP of customer service is concerned that customer service reps can access Salesforce data from their homes. She would like to limit all customer service reps to accessing Salesforce only while they are at work. As the Salesforce administrator, what steps can you take to ensure that the customer services reps can access Salesforce only from within the company?

The inside sales team must have the ability to create and edit opportunities. Each user within the inside sales team must only be able to view records that they own (Inside Sales User A should not be able to view Inside Sales User B’s opportunities). The outside sales team must have the ability to create and edit opportunities, and view opportunities owned by users within both the inside and outside sales teams. How should this be configured in Salesforce? (Select all that apply)

The org-wide defaults for opportunity are set to read only. A custom field Commission has been added to the opportunity. Each user should be able to view this field for records that they own, but not for records they do not own. How can this be accomplished using Salesforce security configuration?

Opportunity to Account is a ___ to ____ relationship.

PermissionSet to User is a _____ to ____ relationship.

Mary works in finance, and finds that she is frequently searching for the account number from Salesforce in the company’s internal billing system. To perform the search, she copies the account number from Salesforce, opens a new tab in her browser, navigates to the page for the internal billing system, pastes in the account number, and then clicks search. What features of Salesforce can be leveraged to make this process more efficient for Mary?

The current configuration in your org is as follows: Org-wide defaults for the lead object is set to Public Read/Write. The Lead tab is included in the Call Center standard application. Two profiles have been configured: Call Center Agent: No object-level permission to lead object, assigned one application (Call Center), lead tab is set to “Tab Hidden”. Call Center Agent w/Lead Gen: CRE (Create, Read, Edit) permission to lead object, assigned one application (Call Center), lead tab is set to “Default Off”. Mark is assigned the Call Center Agent profile. Bill is assigned the Call Center Agent w/Lead Gen profile. Neither has customized their application tabs. Who will see the lead tab displayed on the top navigational bar? Who can select the lead tab by viewing all tabs?

The marketing and sales teams in your organization would like information displayed on the opportunity in slightly different ways. Both teams should have access to the same information, but marketing would like lead source displayed near the top of the page, while the sale team would like lead source near the bottom. How can this be configured in Salesforce?

The sales team should be able to read the custom field Account Tier on accounts, while the marketing team should not be able to view or report on this field. Both teams would like the information on the account page displayed in the same fashion. How should this be configured?

Which of the following must be completed in order for a user to access the Lightning Experience? (Select 2)

You are the Salesforce administrator for your organization, which uses a custom picklist field on account called “Partnership Status” to indicate the engagement level with each of your partners. The valid options for this picklist field are: Gold Silver Bronze None The picklist value “Platinum” was removed as this tier was re-branded as “Gold” two weeks prior. However, you notice several records that still contain the value “Platinum” in the “Partnership Status” field. What would explain the existence of records with the “Platinum” value? (Select 2 answers)

What is the lowest value a custom field of type percent (2,1) can display?

The VP of Sales would like to add formatting (underline, bold, etc.) and images to content within the standard field “Description” field on account. This will allow sales reps to add more descriptive elements (logos, etc.) about the accounts that they manage. How could you implement this change as a system administrator?

Which of the following field types CANNOT be created by a Salesforce administrator?

The software development team within your organization tracks product feature requests in a custom object Feature_Request__c. As of today, there are no relationships to this custom object. However, the customer service team would like to note which customers have reported a case that pertains to an existing feature request. The expectation is that a case can only be related to a single feature request.

Your organization would like to use Salesforce to track job postings and applicants. One applicant can apply to many job postings, and one job posting can have many job applicants. To avoid mixing this information with data in standard objects, custom objects should be used to store all data. How should this data structure be established within Salesforce?

The software development team within your organization tracks product feature requests in a custom object Feature_Request__c. A lookup relationship has been added to the case object to relate cases to feature requests. This enables the customer service team to note which customers are experiencing an issue that directly relates to an existing feature request. The software development team would like to know at a glance how many cases are related to each feature request, so that they can better prioritize which features are developed. How can this be configured in Salesforce?

When a custom object is deleted, how long does the administrator have to recover its data before it is permanently erased?

Which of the following is the correct syntax for a formula to display the date 7 days after today’s date?

The marketing team uses a custom object “Venue” to track information about where some campaigns take place. The venue object has a custom field “Phone”. A custom formula field has been added to campaign to display the venue’s phone on the campaign record. The formula syntax is “Venue__r.Phone__c” and the formula return type is text. What will be displayed on the campaign record if Venue__c is not populated?

A roll-up summary field called “Lifetime Sales” has been added to the account object and displays the total of all closed/won opportunities associated with an account. When viewing opportunity records, sales reps would like an easy way to view the total lifetime sales of the account. How can this be accomplished?

The syntax of a formula field references the variable $Profile.Name. Will the result of the formula change based on who is currently logged in to Salesforce?

Which of the following is NOT a valid formula function?

How can record types influence a user’s experience within Salesforce? (Select all that apply)

How are record types assigned to the user? (Select all that apply)

The sales department in your organization is divided into two different groups: hardware and software sales. Each group exclusively sells only their products (e.g. the hardware team does not also sell software, and vice verse). The information captured today on the lead object is minimal. Sales leaders would like to increase the information captured by adding several fields to the lead object: Product Family (picklist) Current Pain (picklist) The values for each of these fields are different for the hardware and software groups, and each group would like the fields positioned in a different manner. Record types are not in place today, and Salesforce is heavily populated with lead records. What do you need to consider as the Salesforce administrator? (Select all that apply)

The org-wide default security for Account is set to Public Read Only. Record types are enabled for Account as follows: Business Account Consumer Account The custom profile “B2B Sales Rep” has only the “Business Account” record type associated, and has Read access to the Account object. Likewise, the custom profile “B2C Sales Rep” has only the “Consumer Account” record type associated, and has Read access to the Account object. Will users assigned the “B2B Sales Rep” profile be able to view accounts owned by users assigned the “B2C Sales Rep” profile?

Mary is a sales rep for your company. Her profile is assigned both a product and service sales record types on the opportunity object. When she creates a new opportunity record, however, she is not prompted for record type selection. What could explain this behavior?

The VP of Sales would like a way to associate a contact to multiple accounts. What features of Salesforce can be leveraged to meet this need? (select 2)

A custom picklist field “Number of Employees” has been created on the lead object, with the following picklist values: 1-10 11-100 101-1000 1001+ Data within this field should be transferred to the account when a lead is converted. What must you consider as an administrator?

The VP of marketing is looking to measure which marketing initiatives provide the highest return on investment. A customer’s purchasing decision is frequently influenced by several different marketing initiatives. What do you need to consider as a Salesforce administrator? (Select 3 answers) The VP of marketing can leverage standard campaign ROI reporting.

Your organization buys various products, and resells them to its customers. Currently, no CRM system is in place. The sales department has recently purchased Salesforce.com in order to meet two objectives: 1. The sales team would like to maintain centralized product pricing. Currently, product pricing is distributed via an Excel file emailed to each sales rep. 2. The sales team would like a streamlined method to quote customers. Currently, the sales team manually fills out an Excel file with quote information, which is then emailed to the customer. This process is error-prone and time consuming. All customers are quoted the same price for each product. As the Salesforce.com administrator, you will be responsible for ensuring these objectives are met. What features of Salesforce should you consider leveraging? (Select all that apply)

Your company sells medical equipment to large hospitals. Sales are generally low-volume, but high-value. Accounts are strategically managed by several users, and the leads object is not currently used. The users involved in managing the account must have access to all associated opportunities. Org-wide defaults on opportunity is set to private. How should this be implemented in Salesforce?

Your organization is evaluating methods to streamline capturing customer support issues. What features of Salesforce should your organization consider leveraging? (Select all that apply)

Your organization is evaluating ways to improve customer support agent productivity. Agents currently spend much of their time answering many of the same common customer questions. Some agents have saved responses in Word documents on their local computer, and copy/paste content from these documents into emails to customers. Others simply reply by hand for each inquiry. What features of Salesforce could be leveraged to improve agent productivity? (Select 2 answers)

3 Lines is a software development company that is evaluating methods to capture customer feedback to improve their products. Which Salesforce product is best suited to this application?

Your organization uses the Service Cloud to provide support to its customers. There are two support teams: Tier 1 Support and Tier 2 Support. When the Tier 1 Support team has not been able to resolve a customer support issue within 40 working hours, the case should be reassigned to the Tier 2 Support team. Both teams work 8AM-5PM Monday-Friday (PST), and do not work most major US holidays. What features of Salesforce should be leveraged in this scenario? (Select all that apply)

Bob would like to schedule a recurring meeting for the next two months, every Thursday from 1-2PM. Teammates Martin and Jim should be invited as well for each meeting. How would Bob typically schedule these meetings in Salesforce?

Kim has been newly appointed as the VP of Sales. She would like to track the high-level result of calls made by the inside sales team. For each call, Kim would like to know which of the following occurred: Left Voice Mail / Message No Answer / Invalid Number Conversation – Progression in Sale Conversation – No Progression The inside sales team only contacts leads. How should this information be captured within Salesforce?

Another administrator in your organization added a value “Cancelled” to the list of status values for tasks. However, when this value is selected, tasks are not moving from “Open Activities” to “Activity History” on the related record. What would cause this to occur?

Which of the following is not a feature of Chatter?

Mary is a sales user. She uses Chatter to stay in touch with various colleagues in your organization. She follows various users including a fellow sales rep, Jim. Mary saw an interesting post from Jim earlier in the day referencing an opportunity record, but when she went back to view the post later in the day she could not find it in her feed. What could have caused this scenario?

The Sales Operations team would like a method to communicate within their group and other select users within the company. Communications within this collection of users should not be visible by the rest of the company. Which of the following are appropriate tools to facilitate this method of communication in Salesforce? (Select all that apply)

A marketing user imported a list of leads into Salesforce using the lead import wizard, but missed a custom field when mapping the data for upload. What strategies can you employ to ensure this does not happen again? (Select 2 answers)

The sales team wants to prevent sales reps from entering an opportunity close date more than 1 year from today’s date. Instead of pushing the close date this far, the opportunity should be marked as Closed/Lost and the account revisited in one year. How should this be enforced?

One sales rep leaves your company, and another sales rep joins the company. All account records owned by the previous sales rep should be transferred to the new sales rep. The number of accounts to transfer is less than 200. What is the easiest way to accomplish this?

Your organization requires a regular backup of all Salesforce data to adhere to its disaster recovery policies set by the IT department. What is the easiest way for you as an administrator to regularly export all of your Salesforce data?

A sales user wants to distribute a document within content to a prospect. What is the easiest way for the user to accomplish this?

Jim is a sales manager for an internal products company. He has asked sales operations to provide a report that groups leads by company size: Small (Less than 50) Medium (Between 51 and 500) Enterprise (501 and More) This data is currently captured in the standard numeric lead field “No. of Employees”. What feature of Salesforce.com can you leverage to generate this report?

Julie is a sales manager for ABC Products, Inc. She would like to run a report that shows the total value of won opportunities summarized by sales rep (opportunity owner). What is the least complicated report format that would meet this need?

You are the Salesforce administrator for your organization, and you have been asked to evaluate the distribution of account records among the sales staff. The sales operations manager would like to start by seeing a report that displays account ownership per sales rep as a percentage of the total number of accounts. For example: 100 Accounts Total Rep A – 9 Records / 9% Rep B – 14 Records / 14% Rep C – Etc. What feature of Salesforce.com can be leverage to perform this type of analytic?

A group of executives within your organization would like a variety of summary-level information emailed to them on a weekly basis. Examples of the type of information they are looking for include the following: Number of opportunities created this week, summarized by sales rep Amount of opportunities closed/won this week, summarized by sales rep Total current sales pipeline in USD, summarized by stage What would be the best way to meet this need for the executive staff?

The VP of sales must approve any opportunity with an amount greater than 100,000 USD before the opportunity stage can reach “Closed/Won”. Which of the following components must be configured in order to enforce this process? (Select 2)

Which of the following actions can be performed by a workflow rules? (Select 3)

The support team would like an email notification sent to the case contact 7 days after case closure providing them instructions on how to reopen the case if they are still having a problem. How can this be accomplished?

A workflow rule has been created to email the case contact 7 days after case closure. The rule evaluation criteria is “created, and any time it’s edited to subsequently meet criteria” and the rule criteria is “Case Status Equals Closed”. The following sequence of events occurs: CSR sets Status of case 00001022 to “Closed” on 10/1/2013. CSR sets Status of case 00001022 to “Working” on 10/3/2013. CSR sets Status of case 00001022 to “Closed” on 10/5/2013. Case 00001022 has an associated case contact with a valid email address. When is the case contact sent a case closure email?

Acme Corporation has recently deployed the Sales Cloud for lead and opportunity management, and is looking for a convenient way for their sales reps to access Salesforce.com from their mobile device. Which of the following mobile application would you recommend?

Which of the following applications should a Salesforce administrator use to freeze a user account from their mobile device?

Salesforce for Outlook can synchronize which of the following Salesforce records? (Select 3)

Which of the following are common use cases to evaluate the use of an AppExchange package? (Select all that apply)

Mary is the Salesforce administrator for her organization. Often times, users within her organization create duplicate lead and contact records. What actions should Mary consider to help mitigate this problem.? (Select 3)