Question 1

What does the Administrator need to be aware of when using email alerts?

Accepted Answer

Email alerts use email templates that need to be set up previously.

Answer

Email alerts can only be sent to users and roles.

Answer

The email content can be set when creating the email alert.

Answer

Only text-based emails can be sent with email alerts.

Question 2

Which of the following are true regarding automated case actions in Salesforce? Choose 2 actions.

Accepted Answer

1. When a case is created through Web-to-Case, the automated case user is listed in the "Case History" Related List.

2. When a case is automatically assigned using a case assignment rule, the automated case user is listed in the "Case History" related list.

Answer

1. When a case is escalated, the default case owner is listed in the "Case History" Related List.

2. When a case is automatically assigned using a case assignment rule, the automated case user is listed in the "Case History" related list.

Answer

1. When a case is escalated, the default case owner is listed in the "Case History" Related List.

2. When a case is created through On Demand Email-to-Case, the default case owner is listed in the "Case History" Related List.

Answer

1. When a case is escalated, the default case owner is listed in the "Case History" Related List.

2. When a case is created through Web-to-Case, the automated case user Wis listed in the "Case History" Related List.

Question 3

In order to improve efficiency, and automate actions on cases, a Salesforce Administrator is considering use of bulk macros. Which of the following statements are true regarding the use of bulk macros?

Accepted Answer

1. Bulk macros can send emails to contacts on select records.

2. Bulk macros can update field values on multiple records.

Answer

1. Bulk macros can be run on multiple records of any standard or custom object.

2. Bulk macros can send emails to contacts on select records.

Answer

1. Bulk macros can be run on records in multiple list views at the same time.

2. Bulk macros can update field values on multiple records.

Answer

1. Bulk macros can update field values on multiple records.

2. Bulk macros can be run on multiple records of any standard or custom object.

Question 4

How can support agents who use the Case Feed complete repetitive tasks quickly and consistently?

Accepted Answer

Use macros in the Case Feed.

Answer

Set up workflow rules for cases.

Answer

Set up auto response rules for cases in the Case Feed

Answer

Set up automatic email responses for cases in the Case Feed

Question 5

While designing a Flow in the Flow Builder, which resource allows creating a container to hold multiple field values related to a single record?

Accepted Answer

Variable

Answer

Record Collection Variable

Answer

Collection Variable

Answer

Apex-defined Variable

Question 6

The Salesforce Administrator of Starlight Enterprises has setup a time-dependent workflow rule that will send an email 30 days before a renewal is due. The evaluation criteria is set to "Evaluate the rule when a record is created, and any time it's edited to subsequently meet criteria". What will happen if the renewal date is changed?

Accepted Answer

The workflow will fire 30 days before the adjusted date.

Answer

The workflow will still fire 30 days before the original date.

Answer

The workflow will not fire at all.

Answer

You cannot change the date if there is a pending workflow.

Question 7

An administrator is considering the use of workflow rules for a new custom object Application. When are workflow rules evaluated?

Accepted Answer

After triggers

Answer

Before triggers

Answer

Before assignment rules

Answer

Before auto-response rules

Question 8

When creating a workflow rule, which of the following are valid workflow evaluation criteria?

Accepted Answer

1. Every time a record is created.

2. Every time a record is created and every time it's edited.

3. Every time a record is created and any time it's edited subsequently to meet criteria.

Answer

1. Every time a record is deleted.

2. Every time a record is edited.

3. Every time a record is created and any time it's edited subsequently to meet criteria.

Answer

1. Every time a record is created.

2. Every time a record is deleted.

3. Every time a record is edited.

Answer

1. Every time a record is created.

2. Every time a record is deleted.

3. Every time a record is edited and any time it's edited subsequently to meet criteria.

Question 9

During a meeting with sales managers, the Salesforce Administrator is asked the different ways that they can approve or reject discounts. Where can approval requests be approved or rejected?

Accepted Answer

1. Chatter

2. Via Email

3. Salesforce Mobile App

Answer

1. Salesforce Mobile App

2. Approver Settings

3. Approval Processes in Setup

Answer

1. Chatter

2. Approver Settings

3. Salesforce Mobile App

Answer

1. Approver Settings

2. Via Email

3. Approval Processes in Setup

Question 10

An existing workflow rule is being used to update the status of a Case record after it is created. Due to a new requirement, the Salesforce Administrator needs to add a time-dependent action that triggers an email alert if the case with an open status if not closed 7 days after being opened. However, the option to add time-dependent workflow actions is not available. What could be the reason?

Accepted Answer

Time-dependent workflow actions cannot be added to an active workflow rule.

Answer

Time-dependent actions are not supported in workflow rules.

Answer

Time-dependent actions cannot be added to an already existing workflow rule.

Answer

Salesforce needs to be contacted to activate the option in workflow rules.

Question 11

Which of the following are used while designing a Flow in the Flow Builder?

Accepted Answer

1. Elements

2. Connectors

3. Resources

Answer

1. Workflows

2. Events

3. Resources

Answer

1. Workflows

2. Quick Actions

3. Events

Answer

1. Workflows

2. Quick Actions

3. Connections

Question 12

The management at Fixx Cosmetics would like to make the case routing process more efficient in Service Cloud. Specifically, they are concerned that some support agents are receiving too many cases while others are not working on more than a few cases per week. Which feature would you recommend to make case routing more efficient?

Accepted Answer

Omni-channel

Answer

Service Console

Answer

Case Assignment Rules

Answer

Case Queues

Question 13

A Salesforce Administrator works in a company that needs to implement an automates solution that will run when an opportunity is won. It should automatically create commission records based on opportunity team data and update specific fields on the related account and opportunity. How can Flow Trigger Explorer be used to help achieve this task?

Accepted Answer

Flow Trigger Explorer helps by identifying which Record-triggered flows are run when a specific record of a specific object is created, updated, or deleted.

Answer

Using the Flow Trigger Explorer helps in identifying which Record-triggered flows contain operations that take too long to complete and need to be optimized.

Answer

The Flow Trigger Explorer can automatically calculate commission amounts and generate the records based on opportunity team member data.

Answer

Flow Trigger Explorer can be used to specify and combine Record-triggered flows for different Objects into one flow and make it function as a single unit.

Question 14

A System Administrator is building a Flow that should be triggered after a record is updated. When the rating of an Account record changes to "Hot", the flow should automatically send an email to the Account Manager and send related data to an enterprise resource planning system using Apex code. When the rating changes to "Cold", it should only send an email to the Account Manager. Without using the "IsChanged" operator, which would be the correct way to configure the outcomes in the Decision element for the flow for this use case?

Accepted Answer

Each outcome in the element should be configured to execute only if the record that triggered the flow to run is updated to meet the condition requirements.

Answer

Each outcome in the element should be configured to execute "if the condition requirements are met".

Answer

Each outcome should include a condition that checks a custom field that stores the previous value of the rating field.

Answer

Each outcome should be configured to check if the value of the $CHANGED global value is true.

Question 15

A callout that retrieves the latest currency exchange rates from a third party web service is performed by an invocable method. The invocable method is executed after a record is created. The record is then updated with the data returned by the callout. Which of the following are valid statements regarding the Transaction Control settings of the flow?

Accepted Answer

1. To avoid the uncommitted work pending error, the Transaction Control settings can be set to "Always start a new transaction".

2. If the method contains the "callout= true" attribute, the Transaction Control settings can be set to "Let the flow decide" for successful callouts.

Answer

1. If the method is not defined with a "callout= true" attribute, the callout will still be successful as long as the setting is set to "Let the flow decide".

2. To avoid the uncommitted work pending error, the Transaction Control settings can be set to "Always start a new transaction".

Answer

1. If the method is not defined with a "callout= true" attribute, the callout will still be successful as long as the setting is set to "Let the flow decide".

2. To avoid the uncommitted work pending error, the Transaction Control settings can be set to "Always continue in current transaction.

Answer

1. To avoid the uncommitted work pending error, the Transaction Control settings can be set to "Always continue in current transaction.

2. If the method contains the "callout= true" attribute, the Transaction Control settings can be set to "Let the flow decide" for successful callouts.

Question 16

What is true regarding Web-to-Case?

Accepted Answer

1. Case creation will fail if case validation rules fail when processing a Web-to-Case submission.

2. Cases created from Web-to-Case are linked to the relevant contact and account based on the customer email address.

Answer

1. Cases created from Web-to-Case are always assigned to a specific owner.

2. The origin and status values can be selected in Web-to-Case settings.

Answer

1. Cases created from Web-to-Case are always assigned to a specific owner.

2. Cases created from Web-to-Case are linked to the relevant contact and account based on the customer email address.

Answer

1. Cases created from Web-to-Case are always assigned to a specific owner.

2. Case creation will fail if case validation rules fail when processing a Web-to-Case submission.

Question 17

Cosmic Solutions would like to understand the relationships between cases and be able to view these relationships. How would they create a relationship between the two cases?

Accepted Answer

Add one of the cases as a parent of a related case using the Parent Case field.

Answer

Add one of the cases as a relationship of a related case using the Related Case field.

Answer

Add each case to the Case Relationships related list.

Answer

In a list view, select all cases that are related and click the related button.

Question 18

The support department of Cosmic Supermarket Online receives several emails from customers asking about the return policy. The support director would like support agents to automate the process of sending a reply to these customers using Quick Text. The agents use a Service Console app in Lightning Experience. What should be added to the utility bar of the app to fulfill this requirement?

Accepted Answer

Macros

Answer

Chatter Publisher

Answer

Flow

Answer

Omni Channel

Question 19

Cosmic Innovations has recently started using Service Cloud for case management and has set up Email-to-Case to automatically create cases from email messages sent by customers. A training developer hired by the company is creating a training manual for its support agents. It should include detailed instructions about using various Service Cloud features, including the email publisher in the case feed to answer customer questions. Which of the following capabilities should the training developer keep in mind while creating content about working with emails in Lightning Experience?

Accepted Answer

1. When a user composes, replies, or forwards an email, its working draft is saved every few seconds.

2. An email and its merge fields can be previewed before the email is sent to the customer.

3. A table can be added to the body, and its content can be styled using the email composer's actions menu.

Answer

1. A user can lookup contact email addresses in To, cc, Bcc fields and filter them using field values.

2. An image uploaded as a static resource can be inserted using an action.

3. An email and its merge fields can be previewed before the email is sent to the customer.

Answer

1. An image uploaded as a static resource can be inserted using an action.

2. A table can be added to the body, and its content can be styled using the email composer's actions menu.

3. A user can lookup contact email addresses in To, cc, Bcc fields and filter them using field values.

Answer

1. When a user composes, replies, or forwards an email, its working draft is saved every few seconds.

2. An image uploaded as a static resource can be inserted using an action.

3. A user can lookup contact email addresses in To, cc, Bcc fields and filter them using field values.

Question 20

The customer service reps at Courtney Cosmetics use a Chatter group to share suggestions related to support. The service manager is the owner of the group and has requested that the System Administrator create an automation of a post to the manager's Chatter feed that will occur whenever the number of members to the Chatter group increases or decreases. Which automation tools would be best to use to complete this task?

Accepted Answer

1. Process Builder

2. Flow Builder

Answer

1. Apex Trigger

2. Flow Builder

Answer

1. Chatter Rules

2. Process Builder

Answer

1. Apex Trigger

2. Chatter Rules

Question 21

What situations can trigger an auto-response rule?

Accepted Answer

1. Web-to-case

2. Email-to-case

3. Customer Portal Submission

Answer

1. Web-to-case

2. Case Escalation

3. SMS Case Submission

Answer

1. Email-to-case

2. Case Escalation

3. SMS Case Submission

Answer

1. SMS Case Submission

2. Case Escalation

3. Customer Portal Submission

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