Salesforce Administrator Exam Questions and Answers, Exams of Nursing

Download Salesforce Administrator Exam Questions and Answers and more Exams Nursing in PDF only on Docsity! Salesforce Administrator Exam What is a case process - Answer -A support process that defines the stages different cases may go though How are lifecycle stages defined - Answer -Through picklist values in the status field How can cases be assigned different processes - Answer -Support processes with different sets of case status values can be defined and related to a case record type What feature can be used to allow users to collaborate when resolving a case - Answer -Case Feed What is a case feed - Answer -A case feed is a Chatter Feed on the case record How will comments appear in a case feed - Answer -Comments will appear in chronological order What is the difference between an article and a solution - Answer -An article is meant for internal use but can be sent to end users. Solutions are meant to be internal or external and can be presented as part of a self-service program on the web, and/or sent to the end user. Both can be attached to a case. A solution is a detailed description of case details and its solution. True or false: Case comments can be made private or public - Answer -True How should you enable customers to comment on their own cases - Answer -Create a community What happens when a contact on a case adds a comment - Answer -An email alert is sent to the case owner What settings are found under case support settings - Answer -Customization defaults, notification options and email templates used by all support automation features What function do support settings serve - Answer -They control notification preferences to both users(case owners) and customers(case contacts) How can you enable "Default case owner" for cases to be assigned to - Answer -The default case owner setting is found in case settings How would you go about assigning cases based on product - Answer -Create a Case Assignment Rule based on the subject matter of the case (Computers, TV, etc) to assign to subject matter experts. How can you reduce the amount of calls received inquiring about a particular case? - Answer -Set up an auto-response rule with an email alert action to email customers regarding each status change How can you ensure costomers know their case submitted through email has been recieved - Answer - Set up an auto-response rule to email customers when an email is received and when it is assigned to an agent How are case escalation rules used - Answer -Case escalation rules can be time-based. They are used to assign a case and/or notify one or more people that an amount of time has passed and the case is still unsigned. How would you handle several incoming cases related to billing issues and customers wanting to verify work performed - Answer -Builld a case team that can include project managers and technicians so that they can comment directly on the case feed or reply to the customer themselves What needs to be done before case teams can be used - Answer -Roles need to be created for case teams so the level of access for each role can be determined What role access level are availible fore case team roles - Answer -Private, Read Only, Read/Write, and Visible in Customer Portal What permissions to case owners have to a case no matter what their role is - Answer -Read write Can assignment rules be used to assign a case team - Answer -Yes, assignment rules can evaluate criteria in order to assign the correct team to a case. To what objects can cases be assigned - Answer -users and queues How are cases assigned when they are created manually - Answer -Manually created cases are assigned to the user who created them. Cases can be reassigned later if needed How can you change the owner or reassign a case - Answer -using the change owner link. You must either be the owner or have read/write permission on the case What happens to open activities when a case is transfered - Answer -Open activities related to a case are transferred to the new owner. What happens when an administrator defines a case queue - Answer -A list view is automatically created Who can change ownership of one or more cases from a list view - Answer -Users with "manage cases" permission and administrators can change ownership in multiple cases from a list view What are advanced channels - Answer -Advanced channels include call center, live agent, communities, and SoS (Service on Salesforce) What might happen if you change a picklist value or record type on a case - Answer -Configured rules may break or execute based on your change What is a case macro - Answer -A case macro is a way fro users to automate repetitive tasks What can a case macro do - Answer -Insert field values, replace field values, post to social networks and search knowledge articles What is salesforce knowledge - Answer -Salesforce Knowledge is a feature for creating and managing a knowledtge base of articles that can be used to help solve customer problems or questions Where can articles be published - Answer -Salesforce articles can be published to and internal app, customer and partner communities and public websites. What is one way to control the quality of content with Salesforce atricles - Answer -Use a publishing process to indicate the status of an article. For instance a draft article can be marked as draft while an article ready for use can be marked as approved True or false. Salesforce Knowledge is available in both classic and lightning experience - Answer -True Is a license required to use Salesforce Knowledge? - Answer -Yes, a Knowledge User License is required. Does Salesforce Knowledge need to be enabled to be used? - Answer -Yes. Go to knowledge settings in setup to enalbe Salesforce Knowledge What is required before a user can do more than just read articles - Answer -A permission set or custom profile must be created to grant permissions related to Salesforce Knowledge. Can knowledge articles be imported - Answer -Yes, in setup, go to import articles. What file format is required to import knowledge articles - Answer -.parameters, .csv, .html files must be zipped up to be imported. What is an article type - Answer -a definition of a specific type of article. For example a FAQ would have a different format than a tutorial What changes for articles in lightning experience - Answer -Article types are not supported. Record types are used in place of article types` What are data categories - Answer -Data categories describe a certain type of content. For example, articles can be classified by region or topic Can data categories be used to control access to a particular set of articles - Answer -Yes. This is done by mapping roles, permission sets, or profiles to categories in category groups What do Communities replace - Answer -Customer and Partner Portals What are the three types of Communities - Answer -Customer Communities , Partner Communities and Employee Communities Which cloud service are Customer Communities usualy associated with - Answer -Service Cloud What does the Customer Community Plus License do - Answer -The Customer Community Plus License extends the Customer Community License allowing access to content, reports, dashboards, cases, user roles and sharing, delegated admin What cloud service are partner communities usually associated with - Answer -Sales cloud and service cloud What can community login pages do - Answer -Login pages for communities can be branded with headers, footers, logos, colors and copyright How are users created in communities - Answer -Users are created by an admin. If the self-register feature is turned on users can register to be a part of a community. What are the ways cases can be captured on Salesforce - Answer -Cases can be manually created by useres onto a case record page, or be automatically captyured when admins set up web-to-case, email- to-case. Customers may create cases from a Community, Customer Portal, Selfe-Service Portal, or Chatter Answers. What are the Case automation tools available - Answer -Case Queues, Auto Response Rules, Escalation Rules, Assignment Rules, Macros What is the purpose of case teams - Answer -Case teams are set up so users can take on predefined roles and work together to close a case What are the basic capabilities of a Customer Community - Answer -Allows layers of access for users to manage cases, access solutions and knowledge, idea, answer, documents, content, custom objects and reports; functionality is similar to Service Cloud. What are the basic capabilities of a Partner Community? - Answer -Allows access for partners to leads and opportunities to collaborate on sales opportunities (Sales Cloud), as well as including the functionality available in the Customer Community (Service Cloud) How do Chatter Questions work? - Answer -Users can ask questions in a feed, in groups or records and get an answer either by viewing a similar question/answer, suggested knowledge article or another user's reply. The best answer can be selected. What are ideas - Answer -Ideas allow users to make suggestions related to zone or theme. Other users can comment, promote or demote an idea What are the user interface options when creating a community - Answer -A community can use a predefined template. It can use standard Salesforce tabs and Visualforce or it can be totally custom Visualforce pages Which user license is required to set up Salesforce Knowledge - Answer -Knowledge User License Where is Knowledge accessible - Answer -Channels define the visability of an article and can be set to internal, Customer Community, Partner Community or Public Website What are the article types - Answer -Article types are containers for different types of articles, such as FAQ and Instructions. Article types can have different templates and page layouts. Which app can be created to allow support agents to manage multiple case records on a single screen in Salesforce - Answer -Service Console App Which widgets can be used to attach an article to a case - Answer -Article, Article Case Feed and Knowledge One Widgets Which object is used in Salesforce to create a detailed description of a customer issue and its resolution - Answer -Solution Which Salesforce features can be used in an email to a customer by a support agent in order to improve efficiency - Answer -Email Template, Quick Text, and Merge Fields What can and Employee Community be used for - Answer -Giving employees access to onboarding, training, recruiting, ticketing, hunman resource enquiries etc. What are some of the features that can be accessed by partners in partner community - Answer - Streamlined onboarding, lead qualification, lead distribution, opportunity management, deal registration, quoting, etc. What can be used to grant a high-volume community user access to any records associated to their contact - Answer -Sharing set How can customers find solutions in a customer service community - Answer -By gaining access to the company's knowledge base, support agents, and peer-to-peer support Which types of field can be used to link leads to article versions - Answer -Lookup fields Which type of access allos a partner user to access data owned by another partner user who have the same role or a role below them - Answer -Super User Access What can be used to search for articles in lightening experience - Answer -Global Search and Knowledge Component Which type of case fields can be used for data category mapping - Answer -Text and Picklist Fields What can be made required for Web-to-case to ensure that irrelevant or unwanted cases are not generated - Answer -ReCAPTCHA Verification How are reports and dashboards shared - Answer -Through folders When should you use data-loader - Answer -When you have 50000 to 5 million records to work with What fields are required to imports user data using data-loader` - Answer -First Name, Last Name, Username, Alias, Email, ProfileId Where can password policies be set - Answer -At the Organization level or the Profile level For password policies, which takes precidence, Profile policy or Organization policy - Answer -Profile policy How can you implement single sign on - Answer -By implementing SAML (Security Assertion Markup Language) or using delegated authentication What happens when a user tries to login from outside the trusted IP range - Answer -They are sent an activation code which must be entered into salesforce to login This only works if a IP range in their profile is not set Where can login hours be set - Answer -Login hours can only be set for profiles. It is not possible to set login hours org wide. Do Folders follow the role hierarchy for sharing access - Answer -No What checks are done when users try to access a Salesforce org - Answer -Profile level login hours, profile level IP ranges, Company level trusted IP ranges and activation code validation What are examples of standard profiles - Answer -Standard User, Solution Manager, Marketing User, Contract Manager, Read Only and System Administrator Why and how are Custom Profiles created - Answer -There are restrictions on what can be changed on a standard profile. Custom Profiles are created by cloning a standard profile to be able to customize profile settings How is Object access controlled - Answer -Object access is controlled at the profile level, including permission sets and visibility to the tab What are Permission Sets - Answer -A group of permissions and settings that can be assigned to one or more users that grant additional privileges beyone the profile assigned What do profile permissions grant - Answer -Permissions to app-specific actions, customized actions built, or system-wide actions How is the role hierarchy related to record access - Answer -Users will hqave 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 - Answer -Determine access to records the user does not own and sets base record access for the org How do sharing rules work - Answer -Rules can be created to grant access to groups of users for certian records based on record owner criteria What does field level security do - Answer -Controls if a field is visable or read-only at the profile level What should be considered when changing OWD settings - Answer -if increasing default access, changes will take effect immediately. If decreasing access, changes may take significant time depending on data volumes What is manual sharing - Answer -Manual sharing allows a user to use the sharing button to grant access to a specific record to other users, roles, or public groups How does the security health check work - Answer -Security health check measures setting values in password policies, network access config and session settings against baseline values and calculates a percentage score to indicate risk. 100% means all settings meet or exceed the standard What is the purpose of a public group - Answer -It's a way of grouping users or roles so that sharing settings and permissions can be granted efficiently When is identity verification invoked - 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 administrator spot suspicious login activity - Answer -Login Forensics How can folder access be controlled - Answer -Folders can be private or shared. Permissions and visability can be set for users, roles and public groups What are folders used for - Answer -To share and organize reports, documents, dashboards and email templates What are two methods to find a folder quickly a salesforce org - Answer -Folders can be favorited or searched for in global search What are the different access levels that can be granted to a folder - Answer -Viewer, editor(edit, move save and delete) or Manager (share and rename folder) How can reports and dashboards be organizxed in Lightning Experience - Answer -A subfolder hierarchy can be created to organize reports and dashboards in a logical structure What are the different risk categories associated with the security health check in salesforce - 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 - Answer -the manual user record sharing checkbox on the sharing settings page in setup Which organization-wide default 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 - Answer -Controlled by campaign What password requirements can an administrator set - Answer -minimum password length, complexity, password history enforcement, expiration period, minimum password lifetime How many dashboard components can be added to one single dashboard - Answer -20 When are dashboard subscriptions not supported - Answer -when a dashboard is configured to display data as the dashboard viewer When can a joined report be used as data for a dashboard component - Answer -When the report contains a chart there is no need to seperate summary or matrix reports. Is it possible to create a joined report in lightning experience using lightning report builder - Answer -no What types of reports can be used to create a reporting snapshot - Answer -Summary report, tabular report What is the maximum file size for a file uploaded to salesforce content by a user from the standard user interface - Answer -2GB