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SALESFORCE ADMIN STUDY GUIDE EXAM Questions with
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What do locale setting impact? Correct Answer: Format of date, time, number, phone number, name and address fields What do business hours and holidays impact? Correct Answer: Used in calculations to determine when to escalate a case or when an entitlement milestone is reached What are the options to define fiscal years? Correct Answer: Standard and custom What level of language support does Salesforce provide and how is a users language setting controlled? Correct Answer: Fully supported, end used and platform language support. The language on the company setting will be default for new users but you can override in settings What is the organization ID? Correct Answer: A unique 15 character that identifies each salesforce organization and is different in every environment What is Salesforce API? Correct Answer: Application Programming Interface. Way of accessing SF programmatically and is used by Data Loading and Integration tools Why would multi currency be used? Correct Answer: Used to be able to record amounts in different currencies on records and be able to forecast in one corporate currency What time zones is used for new users? Correct Answer: Default from company settings, but can be overridden in my settings per user Why would advanced currency management be used? Correct Answer: Allows dated exchange rates to be recorded to track the amounts when opportunities were closed What are the two types of licenses? Correct Answer: User and feature. How can users see their correct time zones if the org default is set to a different time zone? Correct Answer: Reset them in my settings How is storage managed in Salesforce? Correct Answer: Either data or file storage. Records use data storage and file storage is used by attachments, documents, files, content and chatter What are the different types of searches available and what are their features? Correct Answer: Global searches - most information/ Sidebar searches - a subset of records and fields/ Advanced search - can search on a combo of fields and include wildcards
What do the User Interface settings control? Correct Answer: General User Interface, Sidebar and Calendar What does an ehnanced lookup offer? Correct Answer: Search on all fields, sort, filter, customize columns, page navigation, autocompletion What are some of the search settings that can be enabled or customized?Number of search results displayed Correct Answer: document content search, recently viewed records, search optimization, limit search to records owned by the user What actions and features are available on a list view? Correct Answer: Edit, delete and follow records, sort, filter, set how many records to display, toggle to chatter feed, create printable view What are the different types of search layouts? Correct Answer: search results, lookup dialog, lookup phone dialog, tab, lost view and search filter fields Where can an apps logo and navigation bar color be changed? Correct Answer: app manager in setup Where can the apps that appear in the lightning experience app launcher be changed? Correct Answer: App menu in setup What can be used to create Correct Answer: customize, and assign home pages to different profiles in lightning experience?,lightning app builder What types of custom components can be added to the home page layout? Correct Answer: links, images, HTML, and visual force How can a user look for a company in a list view by keyword? Correct Answer: by using the list view search bar at the top of the list view Which users can view a list view created in lightning experience? Correct Answer: the creator, all users, or groups of users What can be used to search records from within the Kanban view in lightning experience? Correct Answer: List view search bar Which option can be selected from the list view controls menu to share a custom list view with other users? Correct Answer: sharing settings What can be customized to include lighting knowledge fields in global search results in lighting experience Correct Answer: search results layout of the knowledge object Which capability is available for list views in lighting experience to allow users to view opportunities that fall within a certain amount of probability range? Correct Answer: filtering search results by number range
"share" button on the contract page layout, and show users how to manually share the records (only in classic) The sales team shouldn't see others opportunities Correct Answer: but their managers need to see everyone on their teams opportunities. Finance and the company president should have access to all opportunities - ,establish a role hierarchy. Have sales at the bottom, with managers in the role above them. Put finance above managers, and the president above all other roles. What checks are done when users try to access a salesforce organization? Correct Answer: profile level login hours, profile level IP ranges, company level trusted IP ranges, activation code validation What are examples of standard profiles? Correct Answer: standard user, solution manager, marketing user, contract manager, read only, system administrator Why and how are custom profiles created? Correct Answer: They are restrictions on what can be changed on a standard profile. they are created by cloning a standard user profile to be able to customize profile settings How is object access controlled? Correct Answer: objects access is controlled at the profile level, including permission sets and visibility to the tab What are permission sets? Correct Answer: a group of permissions and setting that can be assigned to one or more users that grant additional privileges beyond the profile What do profile permissions grant? Correct Answer: permissions to app specific actions, customized actions built, or system wide actions How is the role hierarchy related to record access? Correct Answer: users will have access to other users records if they have a role above the record owner in the role hierarchy and grant access through hierarchies is enabled What do organization wide default settings do? Correct Answer: determine access to records the user does not own and sets base record access for the org How do sharing rules work? Correct Answer: rules can be create to grant access to groups of users for certain records based on record owner or criteria What does field level security control? Correct Answer: controls if a field is visible or read only at the profile level What should be considered when changing OWD settings? Correct Answer: if increasing default access, changes will take effect immediately. if decreasing, changes may take significant time depending on data volumes
What is manual sharing? Correct Answer: allows a user to use the "sharing button" to grant access to a specific record to other users, roles, roles and subordinates, territories, territories and subordinates, and public groups How does the security health check work? Correct Answer: it measures setting values in password policies, network access configuration, and session settings against baseline values and calculates a percentage score to indicate risk. 100% means all settings meet of exceed the standard What is the purpose of a public group? Correct Answer: It's a way of grouping users, roles and territories so that sharing settings and permissions can be granted efficiently When is identity verification invoked? Correct Answer: when a user logs in from an unrecognized(based on cookies) browser or device and outside the trusted IP range What can be enabled that helps the admin spot suspicious login activity? Correct Answer: login forensics How can folder access be controlled? Correct Answer: Can be private or shared. permissions and visibility can be set for users, roles, territories or public groups What are folders used for? Correct Answer: to store and organize reports, documents, dashboards and email templates What are two methods to find a folder quickly in the salesforce org? Correct Answer: folders can be favorited or searched for in global search What are the different access levels that can be granted to a folder? Correct Answer: viewer, editor (edit, move, save and delete) or manager (share and rename folder) How can reports and dashboards be organized in lightning experience? Correct Answer: a sub holder hierarchy can be created to organize reports and dashboards in a logical structure What are the different risk categories associated with a security health check in salesforce? Correct Answer: high, medium, low and informational Which sharing setting allows a user to manually share their own user record with other users of an organization? Correct Answer: "manual user record sharing" checkbox on the sharing settings page in setup Which OWD sharing setting can be used for the campaign member object to allow all users to see only the campaign members associated with the campaigns they have access to? Correct Answer: controlled by campaign
What is a business process? Correct Answer: a way to capture the lifecycle of leads, opportunities, cases and solutions How are business processes defined and used? Correct Answer: values for the status field are selected for a business process from the master picklist values. the business process is then assigned to a record type What happens when a custom field is deleted? Correct Answer: the field and data are deleted temporarily. they can then be permanently deleted or unrelated. after 15 days, SF permanently deletes How can formula fields be created? Correct Answer: As a simple formula, using merge fields and operators, or as an advanced formula using merge fields, operators and a range of functions When would creating a formula field be appropriate? Correct Answer: when a read only field is required and that is calculated based on values of fields or based on a defined formula Why must an administrator be cautious when changing field types? Correct Answer: data loss may occur Why would an administrator create a path? Correct Answer: to provide visual guidance for helping a user move through steps in a business process in lightning experience for custom and certain standard objects Whats the difference between record types and business processes? Correct Answer: record types control the page layout and picklist values based on the selection of record type. business process controls stages and then picklist values based on the stage of certain objects. Which type of custom field can be created to store info about the preferred contact hours of a customer? Correct Answer: time What is the Kanban view? Correct Answer: It shows opportunities of one record type on a board with columns for each sales stage. The totals for each stage are displayed and opportunities can be moved between stages by dragging and dropping What can be used to send alerts regarding opportunities with large amounts? Correct Answer: email alerts can be used to send a notification to selected users about an opportunity. The alert can be triggered from a workflow rule, flow or process and criteria defined How does Salesforce support estimating future revenue? Correct Answer: customizable and collaborative forecasting which are now default. Values are displayed in forecast categories by product family, revenue, quantity or both What are Opportunity teams? Correct Answer: Records multiple users that work together on an opportunity. The role and access level can be specified for each user. Each user can specify a default team that can be added automatically to an opportunity
What are opportunity sales stages? Correct Answer: A way to track the lifecycle of an opportunity from open to close. Stages are matched to a type, probability and forecast category What is a custom opportunity split? Correct Answer: A feature to define up to three splits between opportunity team members on any currency field, for example defining how profit is split What are opportunity splits? Correct Answer: split revenue or other currency field values among the opportunity team. When enabled, a revenue split (must total 100% ) and an overlay split (doesn't have to total 100% ) is added How do quotes and syncing work? Correct Answer: multiple quotes can be associated with an opportunity with one marked as a syncing quote. changes to opportunity products or quote products are kept in sync for the sinking quote What are account insights? Correct Answer: pre-processed articles related to an account, industry or executives that are displayed on the account details page or homepage and lightning experience once enabled What is a quantity product schedule? Correct Answer: when a product quantity is delivered over time and allows tracking of shipping dates What is a revenue product schedule? Correct Answer: revenue schedules allow tracking of revenue that is not received upfront and is paid in installments or subscriptions How do orders work? Correct Answer: agreement to supply a quantity of product or service at a certain quantity and date. Created from an account, contract war from the order tab What are the different types of price books? Correct Answer: Standard and custom. standard price book can be used if there is one price for all customers. if there are multiple prices for different customers custom price books can be used How can paths be defined? Correct Answer: A path can be set for each record type of an object. paths can be created for most standard and all custom objects that have picklists What is a reduction order? Correct Answer: returns, cancellations and reduction in quantity are recorded as reduction orders When forecasting by schedule date Correct Answer: which values are used by Salesforce to calculate forecast amounts?,salesforce uses the values from a product schedule's date and revenue or quantity fields to calculate forecast amounts Which Salesforce feature can be used by sales reps to make and receive calls in Salesforce as well as log call details automatically? Correct Answer: Lightning dialer
How can leads be captured from a website and saved in salesforce? Correct Answer: web to lead allows leads to be captured from a company website and saved in salesforce. The lead form can include standard and customary field. Generated HTML can be added to a public website What is campaign influence? Correct Answer: One or more campaigns that have influence an opportunity linked to an opportunity, with one being marked as a primary. Values from the primary are used for the campaign statistics What can be done to make sure that users don't convert leads to opportunities in lightning experience? Correct Answer: The opportunity section in the convert lead window can be hidden and lead settings How can campaign members be added to a campaign? Correct Answer: can be added using a report, list view, from a lead or contact record, using the import wizard or data loader or using 'add member' button on the campaign What is campaign ROI and how is it calculated? Correct Answer: return on investment of a campaign. total value of one opportunities link to the campaign - actual cost of the campaign / cost of the campaign * 100 What is Salesforce content? Correct Answer: A content management system to organize, collaborate, tag, search, version control and share different types of files internally and outside of the organization What is the campaign hierarchy? Correct Answer: A way to link related campaigns in the hierarchy of up to five levels and unlimited siblings. Total feels eg. total value of opportunities for all campaigns in a hierarchy can be displayed How can CRM content be shared externally? Correct Answer: find the finding a content delivery. Salesforce creates a URL that can be accessed by external parties to view content How is CRM content organized? Correct Answer: Files are organized into library‚s. Library can be personal or shared. Access and permissions and shared library can be defined by user or public group How can an email be sent to all members of a campaign in lightning experience? Correct Answer: List emails can be sent directly to all members of a campaign enlightening experience using „send list email" What is a content delivery? Correct Answer: A way to create a web based review of a file that can be shared via URL with external parties. Options include setting an expiration date and if the file can be downloaded or just viewed In lightning experience Correct Answer: which feature can be configured to visually track the progress of campaigns?,path
Which setting can be enabled in web to lead settings to reject any bogus leads? Correct Answer: require recaptcha verification window What is a case process? Correct Answer: A support process that defines the stage is different cases may go through in their life cycle When would you use case comments versus the case feed? Correct Answer: when you want to try comments made by customers, not just internal comments What can you set in case settings? Correct Answer: do you 4K summer, notifications and when they are sent, and templates used for notifications What are some case key fields? Correct Answer: case keyfields include status define where in the lifecycle the case is, case fees, case view and cues and case owner reassignment What are the ways cases can be captured on salesforce? Correct Answer: cases can be manually created by users onto a case record page, or automatically be captured when admin set up a Web case, email to case or on-demand email to case. Customers may create cases from a community, customer portal, self-service portal, or chatter answers What are the case automation tools available? Correct Answer: case cues, auto response rules, escalation rules, assignment rules, macros What is the purpose of case teams? Correct Answer: case teams are set up so users can take on pre-defined roles and work together to close a case What are the basic capabilities of a customer community? Correct Answer: allows layers of access for users to manage cases, access solutions and knowledge, ideas, answers, documents, content, custom objects and reports; functionality is similar to the service cloud What are the basic capabilities of a partner community? Correct Answer: allows access for partners to leads and opportunities to collaborate on sales opportunities, as well as including the functionality available in the customer community (service cloud) How do chatter questions work? Correct Answer: users can ask questions in a field, in groups or records and get an answer either by viewing a similar question/answer, suggested knowledge article or another's his reply. The best answer can be. selected What are ideas? Correct Answer: ideas allow users to make suggestions related to a zone or theme other users can comment, promote or demote What are the user interface options when creating a community? Correct Answer: A community can use a predefined template. It can use standard salesforce tabs and visual force or it can be totally custom visual force pages
What can be made required for web to case to ensure that irrelevant or unwanted cases are not generated? Correct Answer: recpatcha verfication What are marketing development funds (MDF)? Correct Answer: they are granted by a company to channel partners so that they can market the company's products What is the difference between tasks and events? Correct Answer: A task is a to do that may or may not have a due date. An event always has a duration What activity management features can be controlled using settings? Correct Answer: shared activities, group tasks, recurrence, activity reminders, multiday events Where can activities be found within salesforce? Correct Answer: on the homepage, calendar view or activity related list (classic only) on a record. What are the different types of calendars? Correct Answer: user, public calendars and resources How do grouptasks work? Correct Answer: A group task is a task that can be assigned to up to 100 users in salesforce will create a separate copy of the task for each user When would shared activities be used? Correct Answer: went up to 50 contacts have to be related to one task or a vent, such as recording all of the people invited to a meeting What can be customized with activities? Correct Answer: similar to other objects, activity fields, validation rules, record types and page layouts In lightning experience Correct Answer: where can a user find activities related to supported objects?,The activity timeline Where can a list of sent emails related to a record be found? Correct Answer: activity history related list What is a chatter feed? Correct Answer: A sordid list of activities (posts, comments, record updates) related to a record, group or user What is the usage of chatter topics? Correct Answer: allows post to be organized. Can also be used to add topics to records. Views can use topics as a criteria What is feed tracking? Correct Answer: enables a feed on selected standard and custom objects fields can be selected so that updates to those fields will be displayed in the feed What are the chatter groups and what are the different types? Correct Answer: groups that allow people to collaborate; private , public or unlisted What are the different types of chatter licenses? Correct Answer: chatter free, chatter only\plus, chatter external
What are chatter publisher actions? Correct Answer: actions that are available from the chatter feed, such as post, fire, new task, pool. Standard actions are available, custom actions can be defined What can chatter only users do? Correct Answer: they can use features including groups, files, and profiles; your accounts, contacts, ideas, answers, content, dashboards, reports, workflows, calendars; and can access up to 10 custom objects What is a chatter external license used for? Correct Answer: invite customers (users outside of a company's domain) to channel groups for collaboration. They have no access to salesforce objects and data What can be done to avoid losing long chatter posts? Correct Answer: enable drafts in chatter settings What can chatter free users do? Correct Answer: can access chatter features but have no access to tabs or data Which license allows users in partner and customer communities to access chatter? Correct Answer: Lightning platform starter What are repeating events in salesforce? Correct Answer: in classic, it is called recurring events. In lightning, it is called event series How can users be included in a calendar event? Correct Answer: using the attendees field What is the salesforce ID? Correct Answer: A globally unique ID assigned to each record when created; 15 digit case sensitive and when displayed in the user interface\reports and 18 digit case insensitive from API/data loader What happens to deleted records? Correct Answer: they go to the recycle bin. After 15 days or if the bin limit is full, they are permanently deleted. While in the recycle bin, deleted records can be restored How does storage work in salesforce? Correct Answer: Storage is categorized into data and files storage. Data storage is used by storing records usually 2KB. File storage is used by attachments, files and documents When would you use an external ID? Correct Answer: when you want to use an identifier from an external system to support or update data What are the options for importing and exporting data? Correct Answer: Data import wizard, data loader, third-party tools for integration, export from reports, data export service
How can system validation be used? Correct Answer: to enforce data type, data length, required fields or unique entries When are custom validation rules used? Correct Answer: used for custom complex validation rules that can involve one or more fields (standard or custom) What are the implications of validation rules? Correct Answer: validate data type, field length, enforces required fields in enforces unique setting What happens when loading records through a data import tool and the required fields are blank or not matched? Correct Answer: those records failed to load What happens when a formula in a validation rule returns a result "true"? Correct Answer: The record is not created or saved in an error message is displayed How does the unique field requirement differ from duplication rules? Correct Answer: unique field works at specific field and ensures there is no other record with an entry. Duplication rules are used for the record as a whole and only one record should exist What formula function is used to ensure the correct formatting of a field entry? Correct Answer: regex After selecting the objects to be exported Correct Answer: what else can be optionally included in the export?,images, documents and attachments; chatter files and salesforce CRM content What are the formats available for exporting reports? Correct Answer: csv files, excel (.xls) files How does the data export service work? Correct Answer: all or selected data is exported weekly, monthly or on-demand (maximum once every seven days). An email is sent with the link to downloadable zip file which becomes an in active link after 48 hours In which case would a user run into issues with exporting data? Correct Answer: accessing export download link three days after the link was sent; exporting data from the sandbox environment What are the options for exporting data? Correct Answer: Data loader, export from reports, data export service Which salesforce features for lightning experience allow finding duplicates across the org and merging them? Correct Answer: duplicate jobs and duplicate record sets How can you ensure that a dashboard is not accessed by someone not authorized? Correct Answer: Store the dashboard in a folder that is accessible only by the authorized users What are the different formats of reports? Correct Answer: tabular, summary, matrix and joined
What impact does the sharing model have when running reports? Correct Answer: security and sharing model settings are applied when running a report is so users will only see data they have access to In a private sharing model Correct Answer: which records will be returned to a user in a report not owned by that user?,Records owned by that user an users below them in the role hierarchy What customization options are available in reports? Correct Answer: add grouping, define filters, define filter logic, to find the name ranges in the bucket fields, sunrise number concurrency feels, conditional highlighting of summarize values, custom summary formulas What data will a dashboard display? Correct Answer: A dashboard will display data a user has access to if defined as "dynamic" or run as a "running user" to display data that user has access to When are dashboards refreshed? Correct Answer: manually or schedule to refresh daily, weekly or monthly Why would a custom report type be created? Correct Answer: to specify the types of related records included (with or without) and add additional fields, example fields related to look up How many levels can a custom report type have? Correct Answer: 4 levels- a primary object and 3 related objects Are standard reports types defined as "With" or "without" related records? Correct Answer: "with" related records In what form can dashboard components be? Correct Answer: chat, gauge, metric, legacy table, lightning table, or visualforce page Where is data in dashboards extracted from? Correct Answer: reports Which data can you highlight in a report when using conditional highlighting? Correct Answer: grand totals and summarized totals Which two chart types can display summary values from two levels of grouping in a report? Correct Answer: stacked bar chart and grouped line chart When would you need to create a custom report type? Correct Answer: when you want to show a relationship other than "with" between related objects Which features are available when applying a filter to a date field in the lightning report builder? Correct Answer: custom date ranges can accept manually entered values and be open ended In lightning experience Correct Answer: what are the different ways of adding columns to a report?,using the "add column" picklist or dragging columns from the "fields" pane on the left onto the report
What actions are possible with process builder? Correct Answer: create or update records, invoke a quick action, submit a record for approval, post to chatter, send an email, invoke a flow, invoke Apex class In what cases would process builder be used over workflow? Correct Answer: when needing to create a record, submit for approval or launch a flow When must workflow be used and not process builder? Correct Answer: when needing to send outbound messages Which automation tools allow sending an automatic email alert to a user when a new member is added to a chatter group? Correct Answer: workflow rule and process builder What data is available in the salesforce app? Correct Answer: Standard and custom object data is available What functionality is not available in the salesforce app? Correct Answer: some standard functionality is not available such as account hierarchy, merge accounts and contacts, manage campaign members What functionality related to users is available in SalesforceA? Correct Answer: create new users (on iOS only), edit user details, reset passwords, assign permission sets, activate, deactivate, unlock, freeze, unfreeze users, view login history What User related function cannot be done in SalesforceA? Correct Answer: update Role field What can be synced between salesforce and outlook using lightning sync? Correct Answer: Contacts and events Which environments are available for selection in the outlook integration side panel? Correct Answer: production and sandbox What kind of records can be viewed using Salesforce Outlook Integration? Correct Answer: accounts, cases, contacts, opportunities, leads, users and custom objects What happens to items that salesforce cannot automatically assign to records? Correct Answer: Contacts, events, emails and tasks that cannot be assigned automatically appear in the my unresolved items view to be assigned Which mobile app can be integrated with a Salesforce org to allow users to share and edit documents via the Salesforce app? Correct Answer: Quip Which related list can be accessed on an account record in the salesforce app to view information about users in the account's territory? Correct Answer: "users in assigned territories" related list
Which option can be selected in outlook integration to log an email to the exact people and records in salesforce? Correct Answer: log email Which setting can be enabled in a lightning sync configuration to allow syncing repeating events between lightning experience and outlook? Correct Answer: "sync event series" under "event filters" of the "dats sets" section Which checkbox can be selected in the Salesforce app by a user who would like Salesforce to run territory assignment rules when an account is updated and saved? Correct Answer: evaluate this account against territory rules on save Which chatter feature should users use if they don't want to receive notifications about specific post? Correct Answer: mute What are the different types of App exchange use cases? Correct Answer: generic, functional and industry specific What are some examples of generic app exchange use cases? Correct Answer: document generation, do you do loaders, document signing, email, Geo location Which type of solution can be downloaded from the app exchange to connect salesforce to a third party system for accepting credit card payments? Correct Answer: flow solution What are some examples of industry specific app exchange use cases? Correct Answer: healthcare and life sciences, real estate, education, nonprofit, financial services What are some examples of functional app exchange use cases? Correct Answer: sales, marketing, customer service, finance, HR
