Salesforce Certified Administrator Study Guide

Front 1

SALESFORCE.COM Certified Administrator Flash Cards & Study Guide

What are the Contents of the lesson?

Back 1

Overview Quiz - 4

Company Profile Quiz

Users Quiz

Security Quiz

Data Model Quiz

User Interface Quiz

Fields Quiz

Objects Quiz

Formulas Quiz

Record Types Quiz

Sales Cloud Quiz

Service Cloud Quiz

Activities Quiz

Chatter Quiz

Data Management Quiz

Content Quiz

Anaylitics Quiz

Workflow Quiz

Desktop & Mobile Quiz

AppExchange Quiz

Getting Certified Practice Exam

Front 2

Begin Overview Quiz:

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.)

1. Object, Tab, Record
2. Tab, Object, Record
3. Object, Record, Tab
4. Tab, Record, Object

Back 2

• Tab, Record, Object
  

The clickable links along the top of the screen are tabs. The object stores the record data, while the tab exposes the object to the user.

Front 3

Overview Question 2 of 4

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

1. Call Center
2. Accounts
3. Marketing
4. Invoices
   

Back 3

• Invoices
• Accounts

Account is an object and a tab, but not an application. Salesforce does not natively manage invoices.

Front 4

Overview Question 3 of 4

Which of the following is NOT a standard object?

1. Campaign
2. Opportunity
3. Sale
4. Contract
   

Back 4

• Sale

Sales is an application, not an object. A sale is represented by an opportunity record.

Front 5

Overview Question 4 of 4

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?

1. Report
2. Dashboard
3. List View
4. Record
   

Back 5

• List View

The drop down menu presented on an object’s tab is a list view selection menu, which will display a list of records for that object.

Front 6

Begin Company Profile Quiz

Question 1 of 4

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.

1. Only in the case where the sandbox created is a developer sandbox.
2. Only in the case where the sandbox created is a full sandbox.
3. Yes, the production org ID will always match the org ID of its sandboxes.
4. No, the production org ID will never match the org ID of any of its sandboxes.
   

Back 6

• No, the production org ID will never match the org ID of any of its sandboxes.
  

The Org ID is unique for all Salesforce environments including production and sandbox orgs.

Front 7

Company Profile Question 2 of 4

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 segmented by fiscal quarter. What does Jenny need to consider when configuring Salesforce?

1. Standard Fiscal Years can be configured to suit IPI's needs.
2. Custom Fiscal Years must be configured to suit IPI's needs. Once enabled, Custom Fiscal Years CANNOT be disabled.
3. Custom Fiscal Years must be configured to suit IPI's needs.
4. Once enabled, Custom Fiscal Years CAN be disabled. Fiscal Year configuration is not required.
   

Back 7

• Custom Fiscal Years must be configured to suit IPI's needs. Once enabled, Custom Fiscal Years CANNOT be disabled.
  

Fiscal Years impact forecasting and reporting. Since the fiscal quarter is determined by week, not month, custom fiscal years must be used. Once enabled, custom fiscal years cannot be disabled.

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Company Profile Question 3 of 4

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)

1. Business hours must be configured to define the working hours Mon-Sun, 8a-8p.
2. Salesforce automatically adds holidays, simply select all that apply.
3. A recurring holiday must be added for each holiday and associated to the appropriate business hours.

Configuration of business hours and holidays is not required.

Back 8

• A recurring holiday must be added for each holiday and associated to the appropriate business hours.
• Business hours must be configured to define the working hours Mon-Sun, 8a-8p.
  
  

The administrator would need to configure business hours to define working hours, and create holidays to add exceptions to those working hours.

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Company Profile Question 4 of 4

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.

1. data, file
2. file, data
3. record, data
4. record, file
   

Back 9

• data, file
  

Records impact data storage, while files impact file storage.

Front 10

User Quiz Begins;

Question 1 of 4

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?

1. This is normal and expected behavior.
2. Mary's computer's web browser is not storing cookies properly.
3. The Trusted IP Ranges for Salesforce are improperly configured.
4. The Login IP Ranges for Salesforce are improperly configured.
   

Back 10

• Mary's computer's web browser is not storing cookies properly.
  

Salesforce stores a cookie on the computer that would prevent the user from being prompted for activation when logging in from different IP addresses. If the laptop is not storing the cookies properly, then you would see this type of behavior.

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User Question 2 of 4

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?

1. The locale on Jim's user record is set incorrectly.
2. The Salesforce org's time zone needs to be changed to reflect the change in time zone.
3. The time zone on Jim's user record needs to be updated to reflect the change in time zone.
4. Jim needs to update the time zone on his laptop to reflect the change in time zone.
   

Back 11

• The time zone on Jim's user record needs to be updated to reflect the change in time zone.
  

Each user has a time zone setting. The org’s default time zone sets the default time zone for new users created, it does not impact users otherwise. If the time is displaying incorrectly for a user, their time zone is most likely set incorrectly.Time elements displayed within Salesforce are independent of the computer’s time zone.

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User Question 3 of 4

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)

1. Multiple currencies must be enabled prior to establishing conversion rates between currencies.
2. Translation must be configured for custom objects, tabs, fields, and picklist values.
3. Enabling multiple currencies will require feature activation.
4. Feature activation can take several days to complete, and should be worked in to the project plan accordingly.
5. Advanced currency management with dated exchange rates is required.
   

Back 12

• Multiple currencies must be enabled prior to establishing conversion rates between currencies.
• Translation must be configured for custom objects, tabs, fields, and picklist values.
• Enabling multiple currencies will require feature activation. Feature activation can take several days to complete, and should be worked in to the project plan accordingly.
  

Translation must be configured for custom components (otherwise they are displayed in the org’s default language). Multiple currencies is required in order to support more than one currency and conversion rates. Feature activation can take several days to complete (round-trip from Salesforce support); make sure to build this into your project plans.

Advanced currency management enables dated exchange rates, which is not required in this scenario.

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User Question 4 of 4

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?

1. Add the company's public IP range(s) to the list of Trusted IP Ranges.
2. Add the company's public IP range(s) to the list of Login IP Ranges on the customer service reps' profile.
3. Configure Login Hours on the company information page.
4. Add the company's public IP range(s) to the list of Trusted IP Ranges on the customer service reps' profile.
   

Back 13

• Add the company's public IP range(s) to the list of Login IP Ranges on the customer service reps' profile.
  

Login IP Ranges are used to prevent users from logging into Salesforce except from specified IP ranges. Specifying the public IP addresses of the company’s internet access within Login IP Ranges would therefore prevent users from accessing Salesforce outside of the company network

Front 14

Security Quiz Begins;

Question 1 of 4

The marketing team, several (but not all) executive users, and several (but not all) users from sales ops should be granted the ability to access several list views and a report folder. As the Salesforce administrator, how would you structure access?

1. Specify the named users and roles within the sharing criteria for each list view and the report folder.
2. Create a new role, and assign each user to this role.
3. Specify the role within the sharing criteria for each list view and the report folder.
4. Create a new public group, and assign each user to this group.
5. Specify the public group within the sharing criteria for each list view and the report folder.
6. Create a new permission set, and assign each user to the permission set. Specify access to the list views and report folder within the permission set.
   

Back 14

• Create a new public group, and assign each user to this group. Specify the public group within the sharing criteria for each list view and the report folder.
  

You would need to create a public group in order to share folder and list view access with individual users. Creating a public group would be ideal in this scenario regardless, as would be able manage the list of users in a centralized fashion (instead of making the change on each list view or folder).

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Security Question 2 of 4

The operations team uses a field on account called “Delinquency Status” to indicate when an account is behind on payment. This field should be visible to only the following users:

• The entire finance team
• All sales managers
• 2 named users of the 75 sales reps
  
  What is the best way to implement this scenario?

1. Grant field-level visibility to the Delinquency Status field to the finance team, sales manager, and sales reps via role.
2. Grant field-level visibility to the Delinquency Status field to the finance team, sales manager, and sales reps via permission set.
3. Grant field-level visibility to the Delinquency Status field to the finance team, sales manager, and sales rep profiles.
4. Grant field-level visibility to the Delinquency Status field to the finance team and sales manager profiles.
5. Grant field-level visibility to the Delinquency Status field to the two sales reps via permission set.
   

Back 15

• Grant field-level visibility to the Delinquency Status field to the finance team and sales manager profiles. Grant field-level visibility to the Delinquency Status field to the two sales reps via permission set.
  

As the entire finance team and all sales managers need access to the Delinquency Status field, granting this access at the profile makes sense (as this establishes the baseline for these users)

The baseline for sales users would not include access to the field, however. Using permission sets to grant access to specific users in this scenario makes sense.

Front 16

Security Question 3 of 4

Customer service reps must be able to create cases, and edit cases that they own. However, they should not be able to view cases owned by any other users. Org-wide defaults for the case object must be set to which of the following?

1. Public Read/Write
2. Public Read Only
3. Private
4. Not Visible
   

Back 16

• Private
  
  In order to restrict visibility to records that other users own, org-wide defaults must be set to private. ‘Not Visible’ is not a valid option.
  

Front 17

Security Question 4 of 4

Julie and Jim are both sales reps in your organization, and are collaborating on an account “Squared Wireless”. Jim currently owns the account, and Julie cannot view the record in Salesforce. Jim would like for Julie to have the ability to view and edit the “Squared Wireless” account record. All other accounts records owned by Jim should remain not visible to Julie.

Account collaboration is rare within your organization.

Julie and Jim are assigned the same role and profile.

How can this be solved in Salesforce?

1. Instruct Jim to manually share the account record.
2. Create a criteria-based sharing rule to grant access to records as needed.
3. Set the org-wide default for accounts to read only.
4. Add Julie and Jim to a public group "Sales Collaboration".
5. Create a sharing rule that grants members of "Sales Collaboration" read/write access to account records owned by users in "Sales Collaboration".
   

Back 17

• Set the org-wide default for accounts to read only.
  

In this scenario, manual record sharing would allow Jim to easily share a single account record with Julie. If there were many record to share, then you might consider a sharing rule.

Front 18

Data Model Quiz Begins;

Question 1 of 2

Opportunity to Account is a ___ to ____ relationship.

Back 18

• many, one
  

Many opportunities can be associated to a single account. Therefore, Opportunity is a many to one relationship with Account.

Front 19

Question 2 of 2

PermissionSet to User is a _____ to ____ relationship.

1. one, one
2. many, one
3. one, many
4. many, many
   

Back 19

• many, many
  

A user can be assigned many permission sets. A permission set can be assigned to many users. Therefore, PermissionSet has a many to many relationship with User.

Front 20

User Interface Quiz Begins;

Question 1 of 4

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?

1. Create a list view on accounts to display the most recently viewed accounts.
2. Create a custom link to the internal billing system (passing the account number as a variable if possible) and add the link to the account page layout.
3. Add the account number to the search filters under the account search layouts in Salesforce.
4. Customize the global user interface settings to automatically display the internal billing system's search page.
   

Back 20

• Create a custom link to the internal billing system (passing the account number as a variable if possible) and add the link to the account page layout.
  

A custom button/link would be a great solution to this issue, especially if could pass through the account number from Salesforce, as this would save Mary from copying and pasting account numbers.

Front 21

User Interface Question 2 of 4

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?

1. The leads tab will be displayed to both users along the top navigational bar.
2. The lead tab will be displayed along the top navigational bar to Bill. The lead tab will not be displayed and cannot be selected by Mark (even by viewing all tabs).
3. The leads tab can be selected by Bill when viewing all tabs, but will not be displayed along the top navigational bar.
4. The lead tab will not be displayed and cannot be selected by Mark (even by viewing all tabs). The leads tab will not be displayed and cannot be selected by either user (even by viewing all tabs).
   

Back 21

• The leads tab can be selected by Bill when viewing all tabs, but will not be displayed along the top navigational bar. The lead tab will not be displayed and cannot be selected by Mark (even by viewing all tabs).
  

Mark’s profile does not have access to view the lead object, and the lead tab is hidden. Either of these would mean that Mark cannot select the lead tabs (even when viewing all tabs).

Bill’s profile has access to view the lead object, and the tab is set to Default Off. This means that Bill can select the tab when viewing all tabs, but it is not displayed even when included in applications. In order for the tab to be displayed along the top navigational bar, the lead tab within Bill’s profile would need to be set to Default On.

The org-wide default of the lead object does not have any influence in this scenario.

Front 22

User Interface Question 3 of 4

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?

1. Configure two different page layouts and instruct users to select the appropriate layout.
2. This requirement cannot be met with standard Salesforce configuration.
3. Configure and assign a single page layout for both groups. Configure the layout to display as appropriate based on the user's profile.
4. Configure and assign two different page layouts: one for marketing and one for sales.
   

Back 22

• Configure and assign two different page layouts: one for marketing and one for sales.
  

To control how information is displayed on the page, use a page layout. If the groups want information displayed in very different ways, then a page layout for each group would be appropriate. Users cannot select their page layout; administrators assign page layouts per profile (and record type, if in use).

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User Interface Question 4 of 4

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?

1. Configure one page layout for both sales and marketing, and remove the Account Tier field.
2. Configure two page layouts: one for marketing, one for sales. Add the Account Tier field to the sales page layout, remove the field from the marketing page layout. Assign each layout accordingly.
3. Configure one page layout for both departments, add the Account Tier field. Set field-level security on the Account Tier field to read-only for sales, hidden for marketing.
4. Configure two page layouts: one for marketing, one for sales.Add the Account Tier field to the sales page layout, remove the field from the marketing page layout. Assign each layout accordingly. Set field-level security on the Account Tier field to read-only for Sales, hidden for marketing.

Back 23

• Configure one page layout for both departments, add the Account Tier field. Set field-level security on the Account Tier field to read-only for sales, hidden for marketing.
  

Use field-level security to configure access to your organization’s data. If the marketing team should not be able to report on the Account Tier field, field-level security must be set to hidden (which page layouts will automatically reflect). If both teams want the information displayed in the same way, then a second page layout is not required.

Front 24

Fields Quiz Begins;

Question 1 of 4

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:GoldSilverBronzeNone

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)

1. Users manually typed in the value "Platinum" after the picklist value was removed.
2. Data is being created or updated with the value "Platinum" through the API.
3. Instead of renaming the picklist value "Platinum" to "Gold", the administrator created the "Gold" picklist value and deleted the "Platinum" picklist value without updating the existing records.
4. Picklist values can be selected by users for up to 15 days after they are deleted.
   

Back 24

• Instead of renaming the picklist value "Platinum" to "Gold", the administrator created the "Gold" picklist value and deleted the "Platinum" picklist value without updating the existing records.
• Data is being created or updated with the value "Platinum" through the API.
  

Users can only select valid picklist options in the user interface.

Data within picklist fields is not validated through the API. This means that an administrator could load data with the value “Platinum” through the data loader. An integration could do the same.

An administrator could have added the value “Gold”, and removed the value “Platinum” without making any changes to the existing data. However, had the administrator simply renamed “Platinum” to “Gold” the values within records would have been updated automatically.

Front 25

Fields Question 2 of 4

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

1. 0%
2. - 999%
3. -99.9%
4. -.999%

Back 25

• -99.9%
  

Numeric fields in Salesforce can store negative values. Percent fields are treated just the same as any other numeric field.

For instance, the value “99.9” would be displayed as “99.9%”. Therefore the lowest possible value be “-99.9%”.

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Fields Question 3 of 4

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?

1. Change the field type of the standard field "Description" to Text Area (Rich).
2. Add a new Text Area (Rich) field, and migrate data in the current "Description" field to the new field.
3. Change the field type of the standard field "Description" to Text Area.
4. Add a new Text Area field, and migrate data in the current "Description" field to the new field.
   

Back 26

• Add a new Text Area (Rich) field, and migrate data in the current "Description" field to the new field.
  

You cannot change the field type of standard fields; creating a new field would be required. Text Area (Rich) fields allow users to entered formatting and images.

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Fields Question 4 of 4

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

1. Date
2. URL
3. Text Area (Rich)
4. Text (Encrypted)
5. Integer
6. Checkbox
   

Back 27

• Integer
  

An integer in Salesforce is represented by a numeric field type with no decimal places.

Front 28

Objects Quiz Begin;

Question 1 of 4

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.

How should this be configured in Salesforce?

1. Create a master-detail relationship field on the Feature Request object that looks up to Case.
2. Create a lookup relationship field on the Feature Request object that looks up to Case.
3. Create a master-detail relationship field on Case that looks up to Feature Request.
4. Create a lookup relationship field on Case that looks up to Feature Request.
   

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• Create a lookup relationship field on Case that looks up to Feature Request.
  

One feature request can be associated to many cases, therefore the relationship field must be created on the case object.

The relationship must be a lookup relationship because case is a standard object, therefore a master-detail relationship is not possible.

Additionally, the relationship is not tightly coupled: one department primarily uses the case object, another department primarily uses the feature request object. This “loose” relationship is ideally suited to a lookup relationship.

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Objects Question 2 of 4

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?

1. Create 3 objects: Job Posting, Applicant, and Job Application. Create 2 master-detail relationship fields on the Job Application object.
2. Create 3 objects: Job Posting, Applicant, and Job Application. Create 2 master-detail relationship fields: one on the Applicant object, and one on Job Posting object.
3. Create 2 objects: Job Posting and Applicant. Create a master-detail relationship field on the Applicant object.
4. Create 2 objects: Job Posting and Applicant. Create a master-detail relationship field on the Job Posting object.
   

Back 29

• Create 3 objects: Job Posting, Applicant, and Job Application. Create 2 master-detail relationship fields on the Job Application object.
  

One applicant can have many job postings, and one job posting can have many applicants. This is a many to many relationship, which requires a 3rd join object.

In order to create the relationship, the master-detail fields would need to be created on the join object (Job Application).

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Objects Question 3 of 4

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?

1. Add a roll-up summary field on the Feature Request object to COUNT related Case records.
2. Add a roll-up summary field on the Case object to COUNT related Feature Request records.
3. Configure the page layout on the Feature Request object to display a COUNT of related Case records.
4. A roll-up summary field cannot be established in this scenario. An apex trigger or another workaround is required.
   

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• A roll-up summary field cannot be established in this scenario. An apex trigger or another workaround is required.
  

A roll-up summary field can only be established with a master-detail summary relationship. In this scenario, an apex trigger or another workaround would be required.

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Objects Question 4 of 4

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

1. The object and its data are erased immediately.
2. 7 day.
3. 15 days.
4. 30 days.
   

Back 31

• 7 day.
  

The object is deleted but held for 15 days before being permanently erased. Other aspects of the object (workflow, tab, etc.) are erased permanently upon object deletion, however.

Front 32

Formulas Quiz Begin;

Question 1 of 5

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

1. TODAY + 7
2. TODAY() + 7
3. CreatedDate + 7
4. Salesforce formulas cannot calculate when a date occurs in the next month/year without additional logic.
   

Back 32

• TODAY() + 7
  

Date math in Salesforce will automatically calculate the correct corresponding month and year.

CreatedDate is a field that refers to the record’s creation date, not the current date.

Referencing a function (today is a function, not a field) will use an open and close parenthesis. Therefore use the function TODAY() and add 7 to get the appropriate date.

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Formulas Question 2 of 5

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?

1. #N/A
2. Venue__c must be populated once the formula field is added to campaign.
3. 0
4. No Value (null)
   

Back 33

• No Value (null)
  

As the formula is a text type, no value will be displayed.

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Formulas Question 3 of 5

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?

1. This cannot be accomplished without the use of workflow, apex code, or some other workaround.
2. Create a cross-object formula field on opportunity to reference the Lifetime Sales field on account.
3. Create a roll-up summary field on opportunity to aggregate the lifetime sales of the account.
4. Add the account Lifetime Sales field to the opportunity page layout.
   

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• Create a cross-object formula field on opportunity to reference the Lifetime Sales field on account.
  

In this scenario, the way you would display information from the account record is to use a cross-object formula on the opportunity. You cannot add fields from other objects to a page layout. The formula would suit this need as the information displayed on the opportunity does not need to be modified (data within formula fields is read only).

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Formulas Question 4 of 5

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?

1. Only if the administrator has defined global variables.
2. It depends on the logic of the formula; however, it is possible for the result to change for each user.
3. $Profile.Name is an invalid variable.
4. No, the result of the field will be the same for every user.
   

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• It depends on the logic of the formula; however, it is possible for the result to change for each user.
  

Global variables (that start with $) change based on the current conditions (e.g. user logged in, record viewed, etc.). Therefore it is possible that the formula will display a different for each user.

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Formulas Question 5 of 5

Which of the following is NOT a valid formula function?

1. LEFT()
2. LEN()
3. TEXT()
4. LASTMODIFIED()
   

Back 36

• LASTMODIFIED()
  

The last time the record was modified is derived from the field LastModifiedDate. There is no formula function that returns the last modified date.

Front 37

Record Types Quiz Begin;

Question 1 of 5

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

1. Record types influence field-level security.
2. Record types influence page layout selection.
3. Record types influence which picklist values can be selected by the user.
4. Record types influence object-level security.
   

Back 37

• Record types influence page layout selection.
• Record types influence which picklist values can be selected by the user.
  

Record types primarily influence page layout selection and which picklist values can be selected.

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Record Types Question 2 of 5

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. 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)

1. Record types are not required. Add the picklist fields and customize for each group accordingly.
2. Record types are required for this scenario: one for hardware sales, and a second for software sales.
3. The administrator should consider updating the existing lead records to either the hardware sales or software sales record type as part of the implementation strategy.
4. The hardware and software sales teams must be assigned the appropriate record type (profile or permission set).
   

Back 38

• The hardware and software sales teams must be assigned the appropriate record type (profile or permission set).
• The administrator should consider updating the existing lead records to either the hardware sales or software sales record type as part of the implementation strategy.
• Record types are required for this scenario: one for hardware sales, and a second for software sales.
  

In order for picklist values to change based on the user (profile / permission sets), record types must be enabled.

As each group will only sell their group’s products, configuring two profiles (hardware and software) and assigning record types to each profile is likely the easiest way forward (although this could be done with permission sets as well).

As record types were not in place previously, the existing lead records should be updated to the correct record type. Identifying which record type a lead should get converted to could be problematic, and the methodology for doing so should be ironed out before record types are implemented. Records not assigned a record type are assigned the “Master” record type, which includes all picklist values and has its own page layout assignment.

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Record Types Question 3 of 5

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

1. Role
2. Profile
3. Permission Set
4. Object
   

Back 39

• Profile
• Permission Set
  

Record types are assigned by either profile or permission set.

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Record Types Question 4 of 5

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?

1. Yes.
2. No.
3. Maybe.
4. It depends on how the role hierarchy and sharing rules are configured. Maybe. Only if the permission 'View all Data' or 'View All Accounts' is enabled on the B2B Sales Rep profile.
   

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• Yes.
  

Record types do NOT influence record-level security. Since a) account is public read only and b) both profiles can read account then all users will be able to view all account records.

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Record Types Question 5 of 5

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?

1. She is creating the opportunity from the Create New... sidebar, which automatically selects the default record type.
2. Her profile is configured to automatically select the default record type.
3. Her role is configured to automatically select the default record type.
4. She has configured her personal record type selection to automatically select her profile's default record type for opportunity.
   

Back 41

• She has configured her personal record type selection to automatically select her profile's default record type for opportunity.
  

The Create New… menu does not automatically select a default record type.

If multiple record types are enabled for a profile, the user can set their personal record type selection to bypass record type selection by choosing the default record type.

However, this setting is select by the user, not set on the role or profile.

Front 42

Sales Cloud Quiz Begins;

Question 1 of 5

The VP of Sales would like a way to associate a contact to multiple accounts. What feature of Salesforce can be leveraged to meet this need?

1. Account Teams
2. Account Contact Roles
3. Opportunity Contact Roles
4. Sales Teams
   

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• Account Contact Roles
  

Contact roles on the account will give users the ability to associate one contact to multiple accounts.

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Sales Cloud Question 2 of 5

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?

1. Data within the custom field will automatically be transferred to the account without any additional configuration.
2. The custom field "Number of Employees" must be created on the account object, and should use the same picklist values as the lead field. The lead "Number of Employees" field must then be mapped to the account "Number of Employees" field within the lead conversion field mapping settings.
3. The "Number of Employees" field on the lead object must be included in the lead conversion field mapping settings. Once the field is included in the conversion mapping, a custom field will automatically be added to the account object.
4. Custom fields on the lead object can only be transferred to the account using custom lead conversion apex code.
   

Back 43

• The custom field "Number of Employees" must be created on the account object, and should use the same picklist values as the lead field. The lead "Number of Employees" field must then be mapped to the account "Number of Employees" field within the lead conversion field mapping settings.
  

To map a custom field for lead conversion, the field must be created on both objects and then mapped accordingly within the lead conversion mapping settings. Picklist values of custom fields are maintained independently for each object.

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Sales CloudQuestion 3 of 5

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)

1. The VP of marketing can leverage standard campaign ROI reporting.
2. Campaign influence can be used to establish an opportunity's relationship with multiple campaigns.
3. Campaign influence can be used to attribute an opportunity to more than one campaign for ROI calculations.
4. An opportunity is attributed to only a single campaign for ROI calculations.
5. Campaign influence requires feature activation.
   

Back 44

• The VP of marketing can leverage standard campaign ROI reporting.
• Campaign influence can be used to establish an opportunity's relationship with multiple campaigns.
  
• An opportunity is attributed to only a single campaign for ROI calculations.
  

Campaign influence can be used to link an opportunity to more than one campaign, however campaign ROI is calculated ONLY on the opportunity’s primary campaign. Standard ROI reporting can be leveraged and extended (e.g. compiled into a dashboard).

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Sales Cloud Question 4 of 5

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)

1. Opportunities
2. Forecasts
3. Products and Price Books
4. Quotes
   

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• Opportunities
• Products and Price Books
  
• Quotes
  

A quote must be associated with an opportunity. Both opportunities and quotes can be coupled with products and price books, which would suit this scenario. There are many AppExchange vendors that offer quoting solutions as well.

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Question 5 of 5

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?

1. Use a criteria-based sharing rule to provide opportunity access.
2. Use manual sharing to provide opportunity access.
3. Enable account teams and establish teams as appropriate on each account record.
4. Set the opportunity object's org-wide default security to "Controlled by Parent".
   

Back 46

• Enable account teams and establish teams as appropriate on each account record.
  

Account teams would be an appropriate solution for this scenario, and can provide appropriate opportunity record access.

Front 47

Service Cloud Quiz Begins;

Question 1 of 4

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

1. Web-to-case
2. Email-to-case
3. Case escalation rules
4. Case teams
   

Back 47

• Web-to-case
• Email-to-case
  

Web-to-case or email-to-case could be used to automate the process of capturing new cases.

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Service Cloud Question 2 of 4

Your organization is evaluating ways to improve customer support agent productivity. gents 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)

1. Documents
2. Solutions
3. Case Comments
4. Knowledge
   

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• Solutions
• Knowledge
  

Either Knowledge or Solutions is a good fit to build responses to common customer problems.

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Service Cloud Question 3 of 4

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?

1. Ideas
2. Knowledge
3. Answers
4. Custom Object
   

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• Ideas
  

Ideas are ideally used for this application. Salesforce does something very similar with its customers @ http://www.ideaexchange.com.

Allowing customers to post ideas would require the use of a customer portal and additional licensing fees, which must be considered.

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Service Cloud Question 4 of 4

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)

1. Workflow rules
2. Business Hours
3. Holidays
4. Case escalation rules
   

Back 50

• Business Hours
• Holidays
  
• Case escalation rules
  
  Workflow rules can reassign record ownership, but cannot do so based on working hours.
  
  Business hours and holidays must be configured to establish working hours. Case escalation rules are then used to facilitate case reassignment.
  

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Activities Quiz Begins;

Question 1 of 3

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?

1. Create an event for each Thursday when the meeting is held, inviting Martin and Jim to each event.
2. Create one recurring event, inviting Martin and Jim to the recurring event.
3. Assign a recurring task to Martin and Jim.
4. Assign a task to Martin and Jim for each Thursday when the meeting is held.
   

Back 51

• Create one recurring event, inviting Martin and Jim to the recurring event.
  

Salesforce supports recurring events, and will allow you to invite more than one person to each event.

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Activities Question 2 of 3

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?

1. Create a custom picklist field on the activity object called "Call Outcome". Add the field to the appropriate task page layout(s).
2. Create a custom picklist field on the lead object called "Call Outcome". Add the field to the appropriate lead page layout(s).
3. This information cannot be captured within Salesforce.
4. Instruct users to type in the result of the call within the task comments.
   

Back 52

• Create a custom picklist field on the activity object called "Call Outcome". Add the field to the appropriate task page layout(s).
  

In this scenario, you’d want to capture the field on the activity object. Capturing the information on the lead would not work, as this would not keep a historical record of each contact attempt. Using the comments field could not easily be reported.

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Activities Question 3 of 3

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?

1. The task's due date has not passed.
2. The user must specifically mark the task as complete in addition to selecting the correct status.
3. The "Cancelled" task status was not configured as "Closed" when it was added.
4. The user's profile does not grant them permissions to close a task.
   

Back 53

• The "Cancelled" task status was not configured as "Closed" when it was added.
  

Tasks appear within activity history if the related task status is “Closed” (configured when the task status is created).

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Chatter Quiz Begins;

Question 1 of 2

Which of the following is not a feature of Chatter?

1. Bookmark a post.
2. Upload a file.
3. Like a post.
4. Email a post.
   

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• Email a post.
  

You can bookmark and like posts in Chatter; you can also upload a file directly to create a Chatter post. There is no capability to email the contents of a chatter post at this time.

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Chatter Question 2 of 2

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?

1. Jim marked the Chatter post as private.
2. Jim posted on the opportunity record to a Chatter group.
3. Mary can no longer view the opportunity record where the Chatter post was created.
4. Chatter has been disabled for Mary.
   

Back 55

• Mary can no longer view the opportunity record where the Chatter post was created.
  

When posted to a record, Chatter post visibility is tied to record visibility. This means that users can only view Chatter posts on records that they have read access to. If record access changes, Chatter post visibility is reflected accordingly. This means that if Jim transferred the opportunity record to another user, which in turn removed Mary’s ability to view the record, then Mary would not be able to see the Chatter posts on that opportunity.

You cannot mark a Chatter post as private. You can restrict visibility to Chatter posts by submitting to a private group. However, if you are posting on a record (e.g. opportunity) to a group, then the members of the group would also need access to the opportunity to view the post.

It is possible to have Chatter deployed for only certain users, however, this would enable/disable the entire feed, not a specific post.

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Data Management Quiz Begins;

Question 1 of 4

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)

1. Instruct users to test upload a limited number of records (e.g. 3-5 records) to ensure that the data is properly mapped prior to importing a data file with a large number of records.
   
2. Instruct users to run the data correction wizard when they've discovered there was a problem with the data import.
3. When a mass import (e.g. 300 records) is performed incorrectly, instruct users to manually correct the data.
4. Provide users a lead upload template file that matches the field naming convention used in Salesforce. This will ensure that fields are automatically mapped when using an import wizard.
   

Back 56

• Instruct users to test upload a limited number of records (e.g. 3-5 records) to ensure that the data is properly mapped prior to importing a data file with a large number of records.
  
• Provide users a lead upload template file that matches the field naming convention used in Salesforce. This will ensure that fields are automatically mapped when using an import wizard.
  

The best option in this scenario would be to provide an import file that matches the naming convention of the fields Salesforce. When the import wizard is started, it will automatically line up the fields appropriately.

It is a best practice in most scenarios to perform a test load of a few records prior to loading a large number of records.

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Data Management Question 2 of 4

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?

1. Use the Import Accounts/Contact wizard.
2. Use the Mass Transfer Records wizard.
3. Use the data loader to extract and then update the account records.
4. When deactivating the old user, select the transfer records option.
   

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• Use the Mass Transfer Records wizard.
  

Mass transfer wizards are designed to quickly facilitate transferring records. The account transfer wizard also provides the option to transfer opportunities and cases related to accounts. Mass transfer wizards within can only transfer a limited number of records at one time (250), however they can be easily invoked multiple times.

In cases where the above would be a limitation (e.g. transferring 20,000 records), the Data Loader would be appropriate. However, the process is a bit more involved as you would need to export the accounts, update the export file with the new owner id, and then run the update using the Data Loader once more.

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Data ManagementQuestion 3 of 4

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?

1. Opportunity Stage Configuration
2. Opportunity Settings
   
3. Validation Rule
4. Page Layout
   

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• Validation Rule
  

A validation rule is the correct way to enforce this scenario.

Logic: CloseDate > (TODAY() + 365).

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Data Management Question 4 of 4

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?

1. Use the Data Loader to export data from all objects.
2. Use a 3rd party data tool.
3. Schedule a recurring data export within Salesforce; include all data when creating the export job.
4. Use the mass export data wizard.
   

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• Schedule a recurring data export within Salesforce; include all data when creating the export job.
  

Scheduling a weekly export is a native Salesforce feature, and makes this process painless.

Front 60

Content Quiz Begins;

Question 1 of 1

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

1. Create a content delivery URL; email this URL to the prospect.
2. Create a content delivery pack.
3. Share the content library with the prospect's email address.
4. Content cannot be distributed to external users.

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• Create a content delivery URL; email this URL to the prospect.
  

Creating a content distribution will generate a publicly accessible URL, which can be distributed to the prospect.

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Anaylitics Quiz Begins;

Question 1 of 4

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?

1. Custom Summary Formulas
2. Bucketing
3. Cross Filters
4. Dashboards
   

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• Bucketing
  

Bucketing is designed to meet this type of reporting need. If you were to apply the same bucket to a group of many different reports, you could consider using a custom formula field and reporting on this field instead of recreating the bucket for every report.

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AnayliticsQuestion 2 of 4

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?

1. Matrix
2. Joined
3. Tabular
4. Summary
   

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• Summary
  

A tabular report cannot provide summary-level information, and a joined report isn’t applicable.

There are two reports that will meet this need:

Summary

Matrix

The matrix report is more complicated to work with, however, as information can be summarized along both axes. In this scenario, a summary format report would be the best fit.

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AnayliticsQuestion 3 of 4

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 analytics?

1. Custom Formula Fields
2. Bucketing
3. Custom Summary Formulas
4. Matrix Report
   

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• Custom Summary Formulas
  

Custom summary formulas allow you to create custom calculations within a single report. The syntax used to create this report is “RowCount / PARENTGROUPVAL(RowCount, GRAND_SUMMARY)”, on a summary account report grouped by account owner –

example report. (link in web browser)

http://5e2w0vysniohar1b-zippykid.netdna-ssl.com/wp-content/uploads/2013/08/8-15-2013-2-28-09-PM.png

A custom formula field could not be used in this case, as there is no function to perform a calculation against a set of many records (# of accounts) – the number of accounts would need to be stored as a numeric value within another field in order to use a custom formula field.

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Anaylitics Question 4 of 4

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?

1. Create a dashboard with the required metrics and schedule it for weekly delivery to the appropriate users.
2. Create several reports and schedule them for email delivery to the appropriate users.
3. Create a dashboard and manually refresh and email the dashboard to the appropriate users on a weekly basis.
4. Create a custom report type and schedule it for weekly email delivery. Please
   

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• Create a dashboard with the required metrics and schedule it for weekly delivery to the appropriate users.
  

This type of information is ideally suited to a dashboard, which can be scheduled for email delivery. If the executive staff wanted detailed information (such as the individual records) delivered via email, then you might consider scheduling email delivery of reports. Note that there are limitations around how many reports and dashboards you can schedule for delivery, therefore a dashboard is generally better as you can bundle significantly more data into a single scheduled job.

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Workflow Quiz Begins;

Question 1 of 4

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)

1. Outbound Message(s)
2. Workflow Rule(s)
3. Validation Rule(s)
4. Approval Process(es)
   

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• Validation Rule(s)
• Approval Process(es)
  

A validation rule must be used to prevent users from changing the opportunity stage to “Closed/Won” when the amount is greater than 100,000 USD without approval.

An approval process can be used to prompt the VP of sales for approval, and set the stage to “Closed/Won”.

A best practice is to add an “Approval Status” picklist field, which is updated at submission and each of the final actions of an approval process. This allows you to write a validation rule that includes an exception for “Approval Status = Approved”.

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Worlflow Question 2 of 4

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

1. Send an email
2. Create a task
3. Delete a record
4. Update the value in a field
   

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• Send an email
• Create a task
• Update the value in a field

Workflow cannot delete records. If that were a requirement, a trigger would be necessary.

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Workflow Question 3 of 4

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?

1. By creating an approval process, time trigger, and email notification action.
2. By creating an approval process and email notification action. No time trigger is required.
3. By creating a workflow rule and email notification action. No time trigger is required.
4. By creating a workflow rule, time trigger, and email notification action.
   

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• By creating a workflow rule, time trigger, and email notification action.
  

This can be accomplished by using a workflow rule. As the notification occurs at a different point in time than the rule executes (7 days after case closure), this requires a time trigger.

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Workflow Question 4 of 4

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?

1. On both 10/8/2013 and 10/12/2013.
2. On 10/8/2013.
3. On 10/12/2013.
4. Not enough information is provided in order to determine when the closure email is sent.
   

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• On 10/12/2013.
  

Here’s what happens:

CSR sets Status of case 00001022 to “Closed” on 10/1/2013.

–> This initiates the workflow. The time-based action is scheduled to execute 10/8/2013.

CSR sets Status of case 00001022 to “Working” on 10/3/2013.

–> This exits the workflow rule criteria. The time-base action is unscheduled; no further actions are pending.

CSR sets Status of case 00001022 to “Closed” on 10/5/2013.

–> This initiates the workflow. The time-based action is scheduled to execute 10/12/2013.

Therefore, the answer is 10/12/2013.

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Desktop Mobile Quiz Begins;

Question 1 of 1

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

1. Opportunities
2. Tasks
3. Events
4. Contacts
   

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• Tasks
• Events
• Contacts

Salesforce for Outlook can synchronize tasks, event (calendar), and contacts.

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AppExchange Quiz Begins;

Question 1 of 2

Which of the following are common use cases to evaluate the use of an AppExchange package?

1. Integration
2. Electronic Signature
3. Marketing Automation
4. Data Quality
   

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• Electronic Signature
• Marketing Automation
  
• Data Quality
  

There are a tremendous number of applications available through the AppExchange. In fact, it can be hard to find an area of functionality where is NOT a package available.

Integration packages are commonly used to connect to another system (e.g. Quickbooks), data quality packages can be used to prevent duplicate record creation and cleanse data, marketing automation can be used to create and nurture leads and contacts in Salesforce, and E-Signature is another common use case as Salesforce does not natively have that capability.

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AppExchange Question 2 of 2

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)

1. Configure Data.com options to prevent duplicate lead creation.
2. Evaluate and install an AppExchange package to prevent duplicate lead creation.
3. Add a workflow rule to prevent duplicate lead creation.
4. Instruct users to search for an existing lead/contact prior to creating a new record
   

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• Configure Data.com options to prevent duplicate lead creation.
• Evaluate and install an AppExchange package to prevent duplicate lead creation.
• Instruct users to search for an existing lead/contact prior to creating a new record
  There is a “Search Duplicates” button which can be used to merge duplicate leads. It is a best practice to enforce data quality through training – instruct users to search first, create second.
  
  There are systematic ways to enforce duplicate prevention as well:
  
  -An AppExchange package can be installed to prevent duplicate record creation, and is a common solution.
  
  -Data.com now supports duplicate record creation, but may require an additional license.
  
  -Apex code can be used to prevent duplicate record creation as well (not listed as an answer, and generally not a best practice).
  

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Nailing the Gotcha Questions;

Many exam takers have expressed frustration with Salesforce certification exams. The most common complaint that I hear is that “there was more than one correct answer” to an exam question.

And you’d be right to make that statement, because – there often is more than one “correct” answer… and that’s the point. That’s how you test knowledge versus application of knowledge – you test if someone knows which answer is best.

When you look at an exam question, ask yourself the following for each potential answer:

• Does the feature referenced in the answer actually exist in Salesforce? If not, it could be a “trick” answer.
• Can you think of any way that the answer meets the goal(s) stipulated by the question?
• Can you think of any way that the answer would not meet the goal(s) stipulated by the question?
• Is this feature aligned to meet the goal(s) as stipulated by the question?
  

Example

The following question is pulled from the Spring ’12 Salesforce Certified Administrator Study Guide:

Sales representatives at Universal Containers need assistance from product managers when selling certain products. Product managers do not have access to opportunities, but need to gain access when they are assisting with a specific deal. How can a system administrator accomplish this?

A. Notify the product manager using opportunity update reminders..

B. Enable sales teams and allow users to add the product manager.

C. Use similar opportunities to show opportunities related to the product manager.

D. Enable account teams and allow users to add the product manager.

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Here is my thought process when reading this question;

“Product managers do not have access to opportunities, but need to gain access” – this is a security question. Probably either object-level or record-level.

“gain access when they are assisting with a specific deal” – record-level security. I now know that answers related to object-level security are last-resort (regardless, there aren’t any).

ANSWER A:

“Notify the product manager using opportunity update reminders“..

Can you think of any way that the answer meets the goal(s) stipulated by the question?

-No, opportunity update reminders will not

impact security. This answer is out.

ANSWER B:

“Enable sales teams and allow users to add the product manager.”

Can you think of any way that the answer meets the goal(s) stipulated by the question?

-Yes, sales teams grant record-level security to users when added to an opportunity. This would solve the problem.

Can you think of any way that the answer would not meet the goal(s) stipulated by the question? -No.

Is this feature aligned to meet the goal(s) as stipulated by the question?

-Yes. Sales teams are directly aligned with the goals of the question (ability to share individual opportunity records).

(This is the correct answer.)

ANSWER C:

“Use similar opportunities to show opportunities related to the product manager.”

Can you think of any way that the answer meets the goal(s) stipulated by the question?

-No, similar opportunities will not impact

security. This answer is out.

ANSWER D:

“Enable account teams and allow users to add the product manager.”Can you think of any way that the answer meets the goal(s) stipulated by the question?

-Yes, account teams could grant access to all opportunities related to an account. This could solve the problem.

Can you think of any way that the answer would not meet the goal(s) stipulated by the question?

-Yes. If an account has more than one opportunity, then account teams would provide access to all opportunities on the account. The clause “assisting with a specific deal” implies a single opportunity – this answer is out.

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Salesforce Administrator Study Guide

These questions were designed to be similar to ones that will be asked on certification exams.

Practice and Good Luck

-DJ

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"Out of clutter, find Simplicity. From discord, find Harmony. In the middle of difficulty lies Opportunity." Albert Einstein.