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82 Cards in this Set

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  • Back
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Salesforce offers two main tools for importing data. What are they?

Data Import Wizard


and


Data Loader

Which method of data loading is accessible from the Setup menu, and allows importing of only up to 50,000 Records?

Data Import Wizard

Both Data Loader and Data Import Wizard can import to Standard and Custom Objects (depending on your edition).

Which method of data loading is a Client Application, allows up to 5,000,000 Records, and allows automation of importing via API calls?

Data Loader

Data Loader uses the SOAP API to process records. For faster processing, you can configure it to use the Bulk API instead.

What is a 'Customer Company'?

It is you as a business being customer-centric.

You can turn Chatter off. True or False.

False

What is the difference between Declarative and Programmatic?

Declarative= Point and Click


Programmatic = Code

If you are customising, what are you using?

The Platform

What does S.I stand for in terms of job roles?

System Integrator

What does I.S.V. stand for in terms of job roles?

Independant Software Vendor

An ISV would create bespoke apps.

What does a Program Architect do?

Integrates various SFDC Clouds and/or other programs.

In the Developer Success Platform, where would you build apps?

Lightning

In the Developer Success Platform, where would you customise the front end?

Force.com

In the Developer Success Platform, where would you develop the front end, and possibly add imagery?

Heroku Enterprise

In the Developer Success Platform, where would you buy managed packages (Apps)? Such as free report sets, or duplicate management tools.

App Exchange

In the Developer Success Platform, where would you fine tune your security settings (perhaps for auditing purposes)?

Shield

In the Developer Success Platform, where would you analyse data from various social sites?

Wave

In the Developer Success Platform, where would you analyse data in relation to the IoT? eg. When your car is due for a service.

Thunder

What is the equivalent of Chatter in Lightning?

Collaboration

Can you submit a case to Salesforce via the Success Community?

Yes

What are the 7 main things to set up to get your Organisation ready for Users?

Company Information


Fiscal Year


Currencies


User Interface


Search Settings


Chatter


Tasks/Events/Calendars

A set of fields, objects, permissions, and functionality to support a business process can be configured how?

Through Apps

You have to ask Salesforce Support to turn on the 'Allow Support to Activate Multiple Currencies' checkbox.


True or False

True

A Profile consists of two main 'collections'. What are they?

Settings (See) and Permissions (Do)

Settings: Apps, Tabs, Record Types, Page Layouts, Fields.




Permissions: Administration, General User,Standard Object, Custom Object.

What are the six standard profiles (excluding Chatter Profiles)?

System Admin, Solution Manager, Contract, Standard, Marketing, and Read Only

What are the three main Chatter licences?

Chatter Free User


Chatter External User


Chatter Moderator

Keep in mind that there is also a Chatter Plus licence!

What is a User?

Someone who has a licence, login, and a user record containing personal, security, and locale information.

You can delete a User. True or False.

False. You can never delete a User Record.

Where do you set the IP Range for Users?

Profiles

What component in Salesforce is similar to a table of data? (Choose 1)




a.Record


b.Field


c.App


d.Object

Object

An object in Salesforce is like a table of data. Each row represents a record and each column represents a field.

Which standard objects have a relationship with the Account object? (Choose 2)


a.Campaign


b.Opportunity


c.Contact


d.Lead

b.Opportunity; and


c.Contact

The Account object has a one-to-many relationship with the Contact, Opportunity, and Case objects.

How does a user navigate from an account record to a related contact record? (Choose 1)


a.Lookup Field


b.Related List


c.List View


d.Force.com App Menu

b.Related List

A related list allows a user to navigate from an account record (parent) to a related contact record (child). A lookup field allows a user to navigate from a contact record (child) to its related account record (parent).

Define 'Related list' and 'Lookup' in relation to the Parent Account.

A "Related List" sits on a Parent Record and looks down.




A "Lookup" looks up from the "Related list" to the Parent Record.

AW Computing populates the Industry field on each account record. The sales team wants the industry information displayed on related opportunity records and updated when the value is updated on the account record. How can an administrator meet this requirement? (Choose 1)




a.Create a look-up field on the opportunity.


b.Create a cross-object formula field on the account.


c.Create a roll-up summary field on the account.


d.Create a cross-object formula field on the opportunity.

d.Create a cross-object formula field on the opportunity.

The administrator can create a cross-object formula field on the opportunity that references the Industry field from the parent account. When the Industry field is updated on the account, the formula field will automatically display the new value on the opportunity.

What are the 5 Standard Objects that Data Import Wizard can import?

Accounts;


Contacts;


Leads;


Solutions;


Campaign Member Status.

What types of dashboard components display the grand totals from the bottom of a report? (Choose 2)




a. Table


b. Gauge


c. Metric


d.Chart

b. Gauge; and


c. Metric

Gauge and metric components display the grand totals from the bottom of a report. Table and chart components display data from the summary rows of a source report.

What options are available from the Help & Training portal? (Choose 2)




a.Take Training


b.Take Certification Exam


c.Add Licenses


d.Contact Support

a.Take Training; and


d.Contact Support

The Help & Training portal provides easy access to documentation, knowledge articles, videos, and training. The Take Training option allows users to take self-paced online training and register for instructor-led courses. The Contact Support option allows users to open a case, phone support, ask a question on Salesforce Answers, and submit an idea on the IdeaExchange.

Where can an administrator change the organization name and address, default locale, default language, and default time zone? (Choose 1)




a.Company Information


b.Organization-wide Settings


c.Business Hours


d.Language Settings

a.Company Information

From the Company Information section, an administrator can modify the organisation name and address, default locale, default language, and default time zone. An administrator can also view the unique salesforce.com organization ID, number and types of licenses available, and corporate currency.

What does CTI stand for?

Computer Telephony Integration


What does 'Sharing' on the User Record allow?

You can control whether the Sharing button is displayed on user detail pages. This button enables a user to grant others access to the user’s own user record. You can hide or display this button for all users through 'Manual User Record Sharing'.

eg. A partner user wants to collaborate with the sales representative in Communities. If you have disabled the Community User Visibility checkbox in the Sharing Settings page, community users can only be seen by themselves and their superiors in the role hierarchy. You can use manual sharing to grant the partner user read access to the sales representative by using the Sharing button on the sales representative’s user detail page. This access enables both parties to interact and collaborate in Communities.

How can an administrator customise a standard fiscal year? (Choose 2)




a.Select the structure of the fiscal year


b.Define the start month of the fiscal year


c.Specify whether the fiscal year is defined by the year it begins or ends


d.Define the start day of the fiscal year.

b.Define the start month of the fiscal year; and




c.Specify whether the fiscal year is defined by the year it begins or ends

The standard fiscal year follows the Gregorian calendar. The administrator can change the start month of the fiscal year and specify whether the fiscal year is defined by the year it begins or ends. The administrator must use a custom fiscal year if their company does not follow the Gregorian calendar, such as a 13-month fiscal year or a fiscal year not starting on the first day of the month.

Which user interface settings must be enabled to allow users to edit records directly from a list view, without navigating away from the page? (Choose 2)




a.Enable Inline Editing


b.Enable Printable List Views


c.Enable Enhanced Profile List Views


d.Enable Enhanced Lists

a.Enable Inline Editing; and




d.Enable Enhanced Lists

The Enable Enhanced Lists setting lets users quickly view, customise, and edit list data. The Enable Inline Editing setting lets users quickly edit field values, right on a record’s detail page. When both settings are enabled, users can edit records directly from the list, without navigating away from the page.

How can an administrator customise global search to help users quickly find information? (Choose 2)




a.Control which fields are searched when a user performs a global search


b.Set the order that objects appear in the search results


c.Set the number of results per page


d.Add filters to the search results.

c.Set the number of results per page; and




d.Add filters to the search results.

An administrator can customise the search settings to set the number of results displayed per page for each object. An administrator can also customise the search layouts for an object to add filters to the search results and control what fields display.

What is a capability of Chatter? (Choose 2)




a.People can see Chatter feed updates on records they follow


b.Customers can add posts to a public Chatter group


c.All users can enable objects and fields for feed tracking


d.People can @mention other people in a Chatter post.

a.People can see Chatter feed updates on records they follow; and




d.People can @mention other people in a Chatter post.

When an administrator enables objects and fields for feed tracking, people see Chatter feed updates for objects and changes to fields on records they follow. Users can create public or private Chatter groups for sharing information, files, and links. Customers can only be invited to private Chatter groups. People can @mention individual people or a group in a Chatter post.

Where can a user view the completed tasks and past events for an opportunity? (Choose 2)




a.Activities tab


b.Open Activities related list on the opportunity record


c.Activity History related list on the opportunity record


d.Activity reports

c.Activity History related list on the opportunity record; and




d.Activity reports

Completed tasks, past events, and sent emails are tracked in the Activity History related list for a record. Tasks and events that have not yet completed are tracked in the Open Activities related list. In addition, activity reports allow users to analyze tasks and events.

What is determined by the user's profile? (Choose 2)




a.Which tabs and apps are visible in the user interface


b.Which currencies are available to users


c.What users can do with records of a particular object


d.Which individual records users can view and edit.

a.Which tabs and apps are visible in the user interface; and




c.What users can do with records of a particular object

A profile determines what tabs and apps are visible in the user interface, which record types and page layouts users see, and which fields users can view and edit. A profile also determines what users can do with records of a particular object and what tasks (such as running a report) users can perform.

What tasks can be performed by a user who is assigned to the standard System Administrator profile? (Choose 2)




a.Access a log of the records a user has viewed


b.Create and assign custom profiles to users


c.Reset user passwords


d.Delete user records.

b.Create and assign custom profiles to users; and




c.Reset user passwords.

A user who is assigned to the standard System Administrator profile can configure and customise the application, such as creating and assigning custom profiles to users. The user can also view and modify all data in the organisation including resetting user passwords.

When creating a new user, what information is captured on the user record? (Choose 2)




a.Profile assigned to the user


b.List of apps that the user can access


c.Name, email address, and username of the user


d.User interface settings that can be enabled for the user

a.Profile assigned to the user; and




c.Name, email address, and username of the user

The user record contains personal information about the user, such as name, email, and address. The user record also contains security and access information, such as username, license (Salesforce, Chatter External, Chatter Free), profile, and role. Finally, the user record contains locale information, such as time zone, locale, language, and currency.

A user receives an error message when attempting to log in to Salesforce. What is the first step an administrator should take to troubleshoot the problem? (Choose 1)




a.Change the login IP ranges


b.Reset the password


c.Unlock the user


d.View the login history

d.View the login history

An administrator should view the Login History related list on the user record to determine the root cause of the login issue

Support users at AW Computing can view, create, and edit accounts. However, the management team does not want support users to delete accounts in the organization. How can an administrator meet this requirement? (Choose 1)




a.Assign the Standard User profile to support users


b.Assign the Read Only profile to support users


c.Create a custom profile that has the View All permission enabled for the account object and assign the custom profile to support users


d.Create a custom profile that has the Delete permission disabled for the account object and assign the custom profile to support users

d.Create a custom profile that has the Delete permission disabled for the account object and assign the custom profile to support users

The Standard User, Solution Manager, Marketing User, and Contract Manager standard profiles have the Delete permission enabled for the account object. The Read Only standard profile has the Delete permission disabled for the account object, but it also has the Create and Edit permissions disabled for the account object. Since permissions on a standard profile cannot be modified, an administrator needs to create a custom profile that has the Delete permission disabled for the account object. The system administrator needs to assign this custom profile to support users

An administrator is receiving a high volume of calls because users cannot log in to Salesforce. The administrator checks the Login History and notices that most users have a status of Password Lockout. What Password Policy settings can an administrator change to reduce the number of lockouts? (Choose 2)


a.Maximum invalid login attempts


b.Lockout effective period


c.User passwords expire in


d.Enforce password history

a.Maximum invalid login attempts; and




b.Lockout effective period

An administrator can change the "Maximum invalid login attempts" and "Lockout effective period" settings to reduce the number of lockouts. The "Maximum invalid login attempts" setting is the number of login failures allowed for a user before they become locked out. The "Lockout effective period" setting is the duration of the login lockout.

What does Salesforce authenticate before allowing a user to log in through the user interface? (Choose 2)




a.Whether the user's profile is API enabled


b.Whether the organization has trusted IP addresses


c.Whether the user's profile has login hour restrictions


d.Whether the user's role has login IP range restrictions

b.Whether the organization has trusted IP addresses; and




c.Whether the user's profile has login hour restrictions

When a user tries to log in through the user interface, Salesforce authenticates whether the user's profile has login hour restrictions or login IP range restrictions. Users outside these hours or IP ranges will have their login denied. Salesforce also authenticates whether the organization has trusted IP addresses. Users within these IP ranges will bypass the activation process.

What feature sets the default level of access users have to records they do not own, in each object? (Choose 1)




a.Sharing rule


b.Organization-wide defaults


c.Role hierarchy


d.Manual Sharing

b.Organization-wide defaults

Organisation-wide defaults set the default level of access users have to records they do not own, in each object. The role hierarchy, sharing rules, teams, and manual sharing are used to open up access to records. In order to access a record, users must also have the appropriate object permission on their profile or a permission set.

At AW Computing the organization-wide default for cases is set to Private. The management team wants several product specialists to assist with all cases that have been escalated. Only these product specialists need the ability to view and update all escalated cases. How can an administrator meet this requirement? (Choose 1)




a.Create an ownership-based sharing rule for cases that gives read/write access to a role


b.Change the organization-wide default for cases to Public Read/Write


c.Create a criteria-based sharing rule for cases that gives read/write access to a public group


d.Create a new product specialist role in the role hierarchy which is above the VP of Services role

c. Create a criteria-based sharing rule for cases that gives read/write access to a public group.

An administrator can create a criteria-based sharing rule for cases that gives read/write access to a public group. The criteria would be set to only share records where Escalated equals True. The records would be shared with a public group that contains the product specialists.

** What does field-level security control?a.Which fields are automatically generated by the system.> b.Which fields users can view and edit based on their profile.c.Which fields are required in the user interface.d.Which fields are encrypted to users based on their profile.

b.Which fields users can view and edit based on their profile.

Field-level security lets you restrict what fields users can view and edit based on their profile. Field-level security restricts access to a field on record detail and edit pages, related lists, search results, reports, and list views.

In AW Computing, product managers do not have access to opportunities. How can a system administrator grant them access to opportunities if the product managers are assisting with a specific deal?a.Add the product managers to the account teams for specific accounts.> b.Add the product managers to the opportunity teams for specific opportunities.c.Add the product managers to a public group associated with specific opportunities.d.Add the product managers to the role above sales reps in the role hierarchy.

b.Add the product managers to the opportunity teams for specific opportunities

An administrator can add the product managers to the opportunity teams for specific opportunities. This will give the product managers access to just the opportunities that require their assistance.

How can the system administrator give the executive assistant the ability to view, edit, and transfer ownership of all records, but not allow her to delete the records?a.Create a sharing rule for each object that gives Read/Write access for all records to the executive assistant, and assign her to the highest role in the role hierarchy.b.Change the organization-wide default for all objects to Public Read Only.c.Assign the System Administrator profile to the executive assistant.> d.Assign the executive assistant the highest role in the role hierarchy and a custom profile with the Delete object permission disabled for all objects

d.Assign the executive assistant the highest role in the role hierarchy and a custom profile with the Delete object permission disabled for all objects

To restrict the assistant from deleting records the executive assistant can access, the administrator can create a custom profile and assign it to the assistant. The custom profile will have the Delete object permission disabled for all objects. Moreover, she must be assigned the highest role in the role hierarchy.

Support agents at AW Computing need to track the product type and series when creating cases. How can an administrator ensure that the product type selected determines the values available for the series?a.Create the series field as a controlling picklist and the product type field as a dependent picklist.> b.Create the product type field as a controlling picklist and the series field as a dependent picklist.c.Create a lookup field from the product type object to the series object.d.Create a multi-select picklist field that includes both product types and series.

b.Create the product type field as a controlling picklist and the series field as a dependent picklist

An administrator can create two picklists and then link the picklists together to create a controlling-dependent relationship. The product type field will be the controlling picklist and the series field will be the dependent picklist.

What automatically occurs when a custom field is deleted?> a.The field is removed from associated page layouts.b.The field values are archived in the setup audit trail.> c.All field data is deleted.d.The field is removed from associated workflow rules

a.The field is removed from associated page layouts.




c.All field data is deleted

When a custom field is deleted, the field is removed from associated page layouts and all field data is deleted. Deleted fields and their data are stored for a maximum of 15 days, during which they can be undeleted or permanently erased

AW Computing populates the Industry field on each account record. The sales team wants the industry information displayed on related opportunity records and updated when the value is updated on the account record. How can an administrator meet this requirement?> a.Create a look-up field on the opportunity.b.Create a cross-object formula field on the account.c.Create a roll-up summary field on the account.d.Create a cross-object formula field on the opportunity

d.Create a cross-object formula field on the opportunity

The administrator can create a cross-object formula field on the opportunity that references the Industry field from the parent account. When the Industry field is updated on the account, the formula field will automatically display the new value on the opportunity.

An administrator at AW Computing created custom fields on the Opportunity object for Discount Percentage and Amount after Discount. The sales team wants these fields to be grouped together on the opportunity record. How can an administrator meet this requirement?a.Create a new related list on the opportunity page layout and add the custom fields to the related list.b.Create a new business process for opportunities that contains the custom fields.> c.Create a new section on the opportunity page layout and add the custom fields to the section.d.Create a new record type for opportunities that contains the custom fields

c.Create a new section on the opportunity page layout and add the custom fields to the section

The page layout controls the fields, sections, related lists, and buttons that appear when users view or edit a record. An administrator can create a new section on the opportunity page layout and add the custom fields to the section

The support team at AW Computing wants two different business processes for cases: one for tracking feature requests and one for tracking customer support issues. Each process needs to have a different set of case statuses. How can an administrator meet this requirement?> a.Create one record type and support process for feature requests and another record type and support process for customer support issues.b.Create one page layout that has the case status picklist values for feature requests and another page layout that has the case status picklist values for customer support issues.c.Change the field-level security for the case status field to display the picklist values for either feature request cases or customer support cases.d.Build a validation rule that prevents users from selecting the wrong case statuses when creating a feature request or customer support case

a.Create one record type and support process for feature requests and another record type and support process for customer support issues

An administrator can create one record type and support process for feature requests. The support process would only have the case statuses specific to feature requests. The administrator can create another record type and support process for customer support issues. The support process would only have the case statuses specific to customer support issues

An administrator created a validation rule to ensure that users do not change the Close Date of an opportunity to a day in the past. What happens when a users tries to save an opportunity that has a Close Date from last month?a.The validation failure is logged on the field history tracking related list.> b.The error message defined in the validation rule displays on the record.> c.The record will not save.d.The user receives an email with the reason the validation rule failed

b.The error message defined in the validation rule displays on the record.> c.The record will not save.

A validation rule allows you to specify your own business-specific criteria to prevent users from saving invalid data in one or more fields. If a user enters an invalid Close Date, the error message defined in the validation rule displays on the record and the record will not save.

When importing records using the Data Import Wizard, what conditions will cause a record to not be imported?> a.The value of a field doesn't meet the data validation criteria.b.The import file does not contain the Salesforce ID.> c.A universally required field is left blank.d.A picklist value does not exist in Salesforce

a.The value of a field doesn't meet the data validation criteria




c.A universally required field is left blank

When using the Data Import Wizard, a record will not be imported if the value of a field doesn't meet the data validation criteria or a universally required field is left blank.

What are the benefits of using the Data Import Wizard to import data into Salesforce?a.Import greater than 50,000 records.> b.Choose whether or not to trigger workflow rules.> c.Prevent duplicate records from entering the system.d.Load data for all standard and custom objects

Choose whether or not to trigger workflow rules.> c.Prevent duplicate records from entering the system

The Data Import Wizard can be used to: Import contacts, accounts, leads, solutions, and records for custom objects; import fewer than 50,000 records; choose whether or not to trigger workflow rules; prevent duplicate records from entering the system

Why would a user choose data loader instead of the Data Import Wizard?> a.Export or delete data.b.Choose whether or not to run data validation rules.c.Import lead records and prevent duplicate records.> d.Save field mappings for later use

a.Export or delete data




d.Save field mappings for later use

The data loader can be used to: Import files that contain up to 5,000,000 records; Load certain standard objects, such as products or opportunities; Schedule imports; Save field mappings for later use; Export or delete data

How can an administrator prevent a former employee from logging in to the company's Salesforce organization and free up a user license?a.Delete the user record.b.Overwrite the user record.c.Freeze the user record.> d.Deactivate the user record

Deactivate the user record

An administrator can deactivate the user record and maintain the inactive record. Deactivating a user record maintains the integrity of historic data, prevents the user from accessing Salesforce, and frees up a user license. Record ownership can be transferred to new owners using the mass transfer tool

What features provides an automated way to obtain a complete set of Salesforce data for archiving?a.Data Import Wizard> b.Data export service> c.Data loaderd.Reports

b.Data export service> c.Data loader

The data export service is an automated way of receiving a zip file of CSVs of all of your Salesforce data. The data export service is available within the application and can be scheduled. The data export service emails you when the zip files are ready. In order to use data loader to obtain data for archiving, you must create batch files and schedule them to run using Windows functionality

An administrator at AW Computing incorrectly imported a set of records into Salesforce. Which tools can the administrator use to remove the records from Salesforce?a.Salesforce roll-back> b.Data loader> c.Mass delete recordsd.Data Import Wizard

b.Data loader> c.Mass delete records

An administrator can delete records using data loader or mass delete records. As a best practice, an administrator should perform a back up before deleting records

What report format displays a list of records sorted into groups with subtotals?a.Tabular> b.Summaryc.Matrixd.Joined

b.Summary

There are four types of report formats: Tabular - Displays a simple list of records with no groups or subtotals; Summary - Displays a list of records sorted into groups with subtotals; Matrix - Summarizes data in a grid to compare related totals; Joined - Displays multiple blocks of data in a single report.

How can an administrator limit the data in a report to only show accounts where the annual revenue is greater than 5 million dollars?a.Sort the report by the Annual Revenue field.b.Summarize the report by the Annual Revenue field.c.Group the report by the Annual Revenue field.> d.Filter the report by the Annual Revenue field

Filter the report by the Annual Revenue field

An administrator can create a field filter to only show accounts where the Annual Revenue field is greater than 5 million dollars

Which chart type can an administrator use to compare opportunity amounts by rep and then by stage?a.Gaugeb.Funnel> c.Stacked bar chartd.Donut

c.Stacked bar chart

An administrator can create a stacked bar chart to compare totals and proportions, such as the opportunity amounts by rep and then by stage.

What types of dashboard components display the grand totals from the bottom of a report?> a.Tableb.Gauge> c.Metricd.Chart

b.Gauge> c.Metric

Gauge and metric components display the grand totals from the bottom of a report. Table and chart components display data from the summary rows of a source report.

What is determined by the running user of the dashboard?> a.What data viewers of the dashboard will see.b.Which users can access the dashboard.c.Which users can access the source reports for the dashboard.d.Which users can refresh a dashboard.

a.What data viewers of the dashboard will see.

The running user of the dashboard determines what data users see. The running user can be fixed, dynamically set to the user viewing the dashboard, or selected by authorized users viewing the dashboard.

AW Computing uses a private sharing model for opportunities. What opportunities will a sales rep see when he drills down to an opportunity source report from a dashboard component?a.Only opportunities that the running user of the dashboard can access.> b.Only opportunities that the sales rep can access.c.Only opportunities that the running user of the report can access.d.All opportunities in the organization.

b.Only opportunities that the sales rep can access

The sharing model determines what records a user can view when running a report. A sales rep can only see opportunities in a report that he has access to based on the sharing model (ownership, organization-wide defaults, sharing rules, teams, and manual sharing).

What options are available when setting the evaluation criteria for a workflow rule?a.Created, and any time it's edited to no longer meet criteria> b.Created> c.Created, and any time it's edited to subsequently meet criteriad.Deleted

b.Created> c.Created, and any time it's edited to subsequently meet criteria

The evaluation criteria determines which records the workflow rule will apply to. Depending on how the administrator sets the evaluation criteria, workflow rules are evaluated when the record is: Created; Created, and every time it's edited; and Created, and any time it's edited to subsequently meet criteria.

A workflow rule contains an action that sends a task to a role called Global Sales Managers, which includes multiple users. When the workflow rule is triggered, to whom will the task be assigned?> a.All users in the Global Sales Managers role.b.The owner of the record that triggered the workflow rule.c.A single user in the Global Sales Managers role.d.The default workflow user.

b.The owner of the record that triggered the workflow rule.

A single workflow task cannot be assigned to multiple users. If a task is assigned to a role that contains multiple users, the task will be reassigned to the record owner instead.

AW Computing wants the account owner to be notified when a high priority case is created for an account. How can an administrator accomplish this?> a.Create a workflow rule to send an email alert to the account owner.b.Enable field history tracking to send an email alert to the account owner.c.Create an escalation rule to notify the account owner.d.Create an auto-response rule to send an email alert to the account owner.

a.Create a workflow rule to send an email alert to the account owner.

An administrator can create a workflow rule to send an email alert to the account owner. The workflow rule will evaluate if the case Priority equal High when a case record is created. If the case meets the criteria, an email alert will be sent to the account owner.

When a lead is converted by a user, which records are automatically created to store the information from the lead record?> a.Account> b.Contactc.Productd.Case

a.Account> b.Contact

When a lead is converted by a user, an account and contact are automatically created to store information from the lead record. Users can also choose to have an opportunity record automatically created. An administrator can map each custom field on the Lead object to a custom field on the Account, Contact, or Opportunity objects. These mappings will be used when a lead is converted.

AW Computing wants to automate leads using a web-to-lead form. When a potential customer submits the form, the submitter should receive a customized email based on the lead source. How can an administrator meet this requirement?a.Map custom fields on the Lead object to custom fields on the Contact object.> b.Create assignment rules that email the submitter based on the lead source.c.Create auto-response rules that send a different email for each lead source.d.Create a workflow rule that uses different email alerts for each lead source.

c.Create auto-response rules that send a different email for each lead source

An administrator needs to create auto-response rules that determine which email template to use based on the lead source

The marketing team at AW Computing creates and distributes leads to different regional sales groups for qualification. How can an administrator automate this process?a.Create a queue for the marketing team and a workflow alert to notify the team each time a lead is assigned to the queue.b.Create a queue for each regional group and a validation rule to enforce that the leads are assigned to correct group.c.Create a default sales team for each regional group and a lead assignment rule to route leads to the default sales team.> d.Create a queue for each regional group and a lead assignment rule to route leads to the queues

d.Create a queue for each regional group and a lead assignment rule to route leads to the queues

An administrator can create a queue for each regional group and a lead assignment rule to route leads to the queues

What section of the Salesforce Console for Service and Case Feed allows users to get up to speed quickly on the details of a case?a.Interaction Logb.Publisher> c.Highlights Paneld.Chatter Feed

c.Highlights Panel

The customizable Highlights Panel keeps the most important information about a case at the top of each page.

The support team at AW Computing wants to change ownership of high-priority cases that have not been resolved after 3 hours. These cases should be owned by Tier 2 agents. How can an administrator meet this requirement?a.Create a public group and an auto-response rule.b.Create a public group and a workflow rule.c.Create case queue and an assignment rule.> d.Create a case queue and an escalation rule.

d.Create a case queue and an escalation rule

An administrator can create a case queue that includes all Tier 2 agents. Then the administrator can create an escalation rule that escalates high-priority cases that have not been resolved after 2 hours to this queue