Free Salesforce Admin Practice Exam (with Answers)

Case assignment rules can automate your companies support processes, determining how Cases are assigned to users or queues, based on criteria you set.

Assignment Rules

Create Case Queues and an Assignment Rule

A Screen Flow should be used to achieve this scenario. Screen Flows can be used to guide users through a business process, displaying the fields you determine and can also include additional guidance.

Guide Users Through Your Business Processes with Flow Builder

Add Screens to Your Flow

Multi-select picklists can be dependent picklists but not controlling fields.

Dependent Picklists

Dependent Picklist Considerations

Create Picklists and Field Dependencies

The five types of AppExchange solutions are Apps, Bolt Solutions, Flow Solutions, Lightning Data, Components.

There is no such thing as Industry Solutions or Community Solutions. Bolt Solutions are ready made community templates based on industry specific criteria.

There is no such thing as Classic Solutions.

Opportunity Splits can be used to distribute revenue from Opportunities among sales team members.

Team selling must first be enabled.

Opportunity Teams and Opportunity Splits

In our scenario, we know the user is not locked out, so their user record does not need to be unlocked. There is also no need for the Administrator to reset the user’s password as they are able to do it themselves by clicking ‘Forgot Password’ on the login page.

If the company used single sign on, the user would not be able to reset their own password via the login page.

The Administrator does not need to unfreeze the user in this scenario.

Reset Your Forgotten Password

Reset Passwords for Your Users

When a custom object is on the detail side of a master-detail relationship with a standard object, the organisation wide default (OWD) is set to ‘Controlled by Parent’ and cannot be changed.

Set Your Internal Organization-Wide Sharing Defaults

Control Access to Records

Who Sees What: Org-Wide Defaults (Lightning Experience)

The Administrator should recommend using the ‘Create Records’ action in Flow Builder to create an Order record. The Flow can be triggered by Won = TRUE or Stage = Closed Won and the new Order record can be automatically filled with information from the Opportunity that triggered the automation

It would also be possible to do this using APEX, however, this would not be best practice as this requirement can be achieved declaratively using Flow Builder.

Workflow Rules have been retired as of the winter ‘23 release. There is no native ‘Create Order’ option on Opportunities.

Record-Triggered Flows

There is no Kanban component for the Opportunity page layout: Kanban is used with list views.

Although an Administrator could add a rich text component with details of the sales process, this wouldn’t be a very practical or elegant solution.

The Administrator should create a Path for the Opportunity sales process and add key fields and guidance for each stage. Path enables you to quickly and easily guide reps through a process, highlighting any important information.

Guide Users with Path

Optimize Sales Processes Using Path

Text Area (Rich) fields support the formatting of text including:

• Colour
• Formatting Font (Bold, Italic, Underline, Strikethrough)
• Format Body (Bulleted List, Numbered List, Indent, and Outdent)
• Align Text (Left, Right, Center)
• Insert Link
• Insert Image

Editing Rich Text Area Fields in Records

When creating a Custom Report Type, you choose 1 primary object and up to 3 child objects, so a Custom Report Type can have 4 objects in total.

In addition to selecting up to 4 objects, you can add fields from other related objects. For example, my custom report has Accounts as the primary object and I can add fields from Account Owner, Parent Account and so on, without adding additional objects.

Create a Custom Report Type

Build Powerful Reports with Custom Report Types

The Flow Debug Tool is used to troubleshoot Flows while they are in development, and help pinpoint any errors that users are receiving while using your Flows.

Setup Audit Trail is where you can find the changes made by users or other Salesforce Professionals (e.g. Admins).

Time-Based Workflow helps troubleshoot Workflow Rules (Workflow Rules are retired as of Winter '23).

Debug Logs can be used to diagnose issues within your org, by tracing User and system actions. However, this is not the correct answer as this tool does not reside within the Flow Builder.

Debug a Flow in Flow Builder

Audit Trail

Monitor Debug Logs

This requirement can be met by creating two record types, two sales processes and two page layouts.

1. A sales process should be defined with the relevant Opportunity stages selected
2. A page layout should be defined with the relevant fields included
3. A record type should be created and a sales process and page layout associated with it

Tailor Business Processes to Different Users Using Record Types

Managing Multiple Business Processes

Using Multiple Business Processes

Activities in Salesforce include Tasks and Events. A task is a to-do item with no duration but may optionally have a due date. An event is a meeting that has a duration and therefore requires a start date/time and an end date/time.

Activities: Tasks, Events, and Calendars

There are many reasons why a user may not be able to login to Salesforce, ranging from incorrect username and password, to IP restrictions and Login Hours. Another common issue is when users do not activate their Salesforce account when they receive the initial verification email. The verification link expiration can be determined by the Administrator in Session Settings, choosing from 1 day, 7 days or 180 days.

Guidelines for Adding Users

Unable to log in to Salesforce

Troubleshoot Login Issues

Email alerts use email templates and these must be configured prior to creating the email alert. The email template controls the body and subject of the email that is sent. You can also create letterheads but this is not required.

Email Alert Actions

Email Templates in Salesforce Classic

Email Templates in Lightning Experience

There is no macro called “Invokable Macro”. The 3 types of macros are:

• Regular Macro - these macros perform actions that can be undone, for example, the macro selects the correct email template but does not send it
• Irreversible Macro - these macros perform actions such as sending an email to a customer and cannot be undone
• Bulk Macro - these macros can run on multiple records at the same time

Set Up the Productivity Tools

As the additional delete permission is only for a single user, there is no need to create a custom profile. It would be more efficient to create a permission set that includes the ability to delete Application records and assign it to Andy.

If Andy is assigned a role higher than Alistair he will gain visibility and access to records that Alistair owns. However, the role hierarchy will not grant Andy the permission to delete records.

Permission Sets

Control Access to Objects

Who Sees What: Permission Sets (Lighting Experience)

Salesforce Roles and Profiles (Feat. Permission Sets)

The Flow Trigger Explorer allows an Administrator to see all Record-Triggered Flows for a specific object. You are able to sort by Object, action (Created, Updated, or Deleted), and see a list of Fast Field Updated (Before Triggered), Actions and Related Records (After Triggered), and Asynchronous.

Flow Trigger Explorer can be accessed via the Flows menu in Setup. It can also be accessed from within a Record-Triggered Flow.

Salesforce Admins: Use Flow Trigger Explorer to Easily View All of Your Record-Triggered Flows

Salesforce Ben: Everything You Need to Know About Flow Trigger Explorer

Case hierarchies can be used to link Cases together. A user can complete the “Parent Case” field on the child case to create a Case hierarchy and relationship between Cases.

Add parent Case relationship in child Case:

View Case Hierarchy:

Create parent-child relationships for Cases

Case Hierarchies

The Administrator should recommend that a Scheduled Path be configured in Flow Builder to send an email alert 7 days before the Opportunity Close Date.

Both Process Builder and Workflow Rules are being retired and the recommended automation tool to use is Flow Builder.

Approval Processes can send email alerts, however an approval process is not needed to accomplish this requirement.

Add a Scheduled Task to Your Flow

Schedule Your Path in Salesforce Flow

As there are only a small number of users that require additional permissions, there is no need to create a new profile. Whilst the Administrator could add each of the existing Permission Sets to each Super User, this would be very time consuming. A better approach would be to combine the three existing Permission Sets into a Permission Set Group and add the Group to each Super User.

In future, if additional Super Users are required, it will be easy to add the Permission Set Group.

Permission Set Groups

Get Hands-on with Permission Set Groups

Introduction to New Permission Set Groups

To allow viewing data while offline, the Administrator can select ‘Enable caching in Salesforce for Android and iOS’. Often, there is no need to do this, as this feature is automatically enabled the first time someone in the org installs the Salesforce Mobile app.

To allow updating records while offline, the Administrator can select ‘Enable offline create, edit, and delete in Salesforce for Android and iOS’. This option won’t be available if ‘Enable caching in Salesforce for Android and iOS’ is disabled.

Work Offline with the Salesforce Mobile App

Enable Offline Access and Offline Edit for the Salesforce Mobile App

Offline Access: What’s Different or Not Available in the Salesforce Mobile App

Some examples of when data loss may occur when changing field types includes:

• Changing to a Number field from any other type of field
• Changing from a Checkbox to any other type of field
• Changing from a Multi-select Picklist to any other type

Notes on Changing Custom Field Types

Although Role is marked as required on the user record, you do not need to select one in order to save. Profile, Username, Email, User License, Alias, Nickname and Last Name are all required to create and save a user record.

Add New Users

Add a Single User

User Fields

Validation rules are triggered upon saving a record. Validation rules verify that the data a user enters in a record meets the requirements (rules) you specify before they can save the record. If a record meets the requirements it will be saved. If a record does not meet the requirements, an error message will be displayed.

Validation Rules

Create Validation Rules

The default language for an org is set on the Company Information page. An Administrator can set a different default language when creating or editing a User record. Users can change their default language via the Language and Time Zone settings in their Personal Settings.

In this example, only a small number of users require a different language so the company default should remain English. Whilst the Administrator could manually update the language settings for each French user, it would be best practice to show the users how they can change their own language settings in Personal Settings.

From Setup > Company Settings > Company Information

From Setup > Users > [USER NAME] > Locale Settings

From Settings > My Personal Information > Language & Time Zone

Edit Your Language and Locale Settings
Select Your Language, Locale, and Currency

To allow users to respond to approval requests via email, the Administrator must enable ‘Enable email approval response’ in Process Automation Settings. This is not done in the individual approval process.

Approvers can say Yes/Approve/Approved or No/Reject/Rejected. Administrators cannot set up custom approval terms.

Email Approval Response FAQ

How do I enable email approval response?

What is email approval response?

Respond to an Approval Request Via Email

You can delete up to 250 Accounts, Leads, Activities, Contacts, Cases, Solutions, Products and Reports at one time using the Mass Delete Records function in Salesforce. Data Loader could also be used, however for 100 Cases, Mass Delete Records would be the better option.

Delete Multiple Records and Reports

Notes on Using Mass Delete

The standard values for forecast categories are Pipeline, Best Case, Commit, Omitted, and Closed.

Salesforce Admins can also choose to add a "Most Likely" category in Lightning Experience.

Customize Forecast Categories in Collaborative Forecasts

Forecast Categories in Salesforce: Everything You Need to Know

Summary reports allow users to group rows of data, view subtotals, and create charts. You can use this type for a report to show subtotals based on the value of a particular field.

Choose a Report Format

Format Reports

Salesforce Trailhead - Format Reports (Tabular, Summary, Matrix)

A Salesforce Administrator can enable the native Quotes functionality in Salesforce.

Quotes can be generated from an Opportunity and it’s related products. A Quote can be configured to display certain fields, including Account, Amount and Discount. Each Opportunity can have multiple associated Quotes, but only one can be synced with an Opportunity at any time. When a Quote and an Opportunity are synced, any change to line items in the quote syncs with Products on the Opportunity, and vice versa. Quotes can be generated as PDFs and emailed directly to customers from Salesforce.

Quotes

Configure Quote Templates and Track Contracts

A global value set can be used to share and restrict values across objects and custom picklist fields. Any custom picklist using the global value set will be restricted to values listed in the global value set by default.

Create global value set:

Use global value set in custom picklist:

Create a Global Picklist Value Set

Trailhead: Share Values with Global Value Sets

Auto-response rules can be set up by the Administrator to automatically send email responses when Cases are created. For example, you can send an automatic reply to customers to let them know you received their email query.

Set Up Auto-Response Rules

Automate Case Management

An Administrator can configure a flow so that it can be paused and resumed. Once enabled, the “Pause” button will appear on every screen that has pause enabled.

Pause a Flow Interview

Paused Flow Interview Considerations

We can edit the properties of fields on the page layout, making them ‘Read Only’ or ‘Required’.

Page Layouts

Customize Record Details with Page Layouts

The three access levels you can grant to Report & Dashboard folders are Viewer, Editor and Manager.

Compare Access Levels for Report and Dashboard Folders

The Data Export Service can be used to schedule a weekly export of Salesforce for backup purposes.

Export Backup Data from Salesforce

Data Export FAQ

Export Data

An Administrator can set a lockout effective period in Password Policies, selecting from 15 minutes, 30 minutes, 60 minutes and forever (until reset by an Admin). There is no option to set the lockout period to 1 day.

Set Password Policies

View and Edit Password Policies in Profiles

When you convert a Lead in Salesforce you create an Account, a Contact and optionally, an Opportunity.

Convert Qualified Leads

Trailhead: Create and Convert Leads as Potential Customers

An Administrator can specify a list of Trusted IP addresses that applies to every user in the organization via Network Access. If a user logs in from a trusted IP address they will not receive a login challenge.

If users try to login from outside the trusted IP range, they will be sent an verification code. Once the code is entered, they can access Salesforce.

Restrict Where and When Users Can Log In to Salesforce

Restrict Login IP Addresses in the Original Profile User Interface

When different processes are required to manage types of Leads, we can create multiple Record Types and Lead Processes.

A Record Type can have its own Lead Process. Lead Process values are determined by the Lead Status picklist field. A Lead Process can contain some or all of the values contained in the Lead Status field.

First, we’ll add all possible values to the Lead Status field:

Next, we’ll create a Lead Process for each type of Lead:

Lastly, well create a Record Type for each type of Lead and add the relevant Lead Process:

Managing Multiple Business Processes

Edit Picklists for Record Types and Business Processes

Create Record Types

Orgs using Lightning Experience can take advantage of Path to visually track Campaign progress.

Only users with the ‘Marketing User’ feature license can create and manage Campaigns.

Campaign Member Statuses can be set per Campaign. To use the same set of statuses, you can clone a Campaign.

The Send List Email feature can be used to send a message to selected Campaign Members. This can be done from the Campaign Member component or via a List View with the Campaign selected as a filter.

When using Campaign Influence, multiple Campaigns can be associated with an Opportunity but only one may be the ‘Primary Campaign’. The Opportunity value will be added to the campaign statistics of the primary Campaign indicated in the Opportunity.

Campaigns

Customizable Campaign Influence

Campaign Basics

Both the Data Import Wizard and Data Loader support custom objects and field auto-mapping functionality.

The Data Import Wizard can import up to 50,000 records, the Data Loader can import up to 5,000,000.

You should consider using the Data Import Wizard over the Data Loader when you require some deduplication, as Data Loader does not offer this functionality. Using the Data Import Wizard, you can choose to dedupe data by selecting matching criteria such as Email or ID.

Data Import Wizard

When to Use Data Loader

How To Import Data into Salesforce Series

When adding rule entry criteria you also set the order. ‘Order’ determines the order in which the entry is processed, for example, 1 will be processed before 5. Salesforce will evaluate each entry in order until it finds a match. Once a match is found, it stops evaluating the rule entries and assigns the item. In our example, if our Case matched multiple entry criteria, the Case will be assigned to the queue or user in the first match found.

If our Case matches Account Type EQUALS Customer and Account SLA EQUALS Gold, the Case will match Account Type EQUALS Customer (as it is number 1 in the order) and will be assigned to the Customer Cases queue.

Assignment Rules

Create Case Queues and an Assignment Rule

When using Web-to-Case in Salesforce, you have the option to ‘Require reCAPTCHA Verification’. The reCAPTCHA widget requires customers to select a checkbox successfully before they can create a Case.

Enable reCAPTCHA to Prevent Spam Cases

The standard fiscal year is suitable for any financial year that follows the Gregorian calendar which is a 365-day 12-month calendar period. A standard fiscal year can be used, regardless of the start month. A custom fiscal year is only required if the financial year does not follow the Gregorian calendar.

When defining a standard fiscal year, the Administrator will enter the fiscal year start month but is not required to enter a fiscal year end month.

Custom periods are not required for standard fiscal years.

Define Your Fiscal Year

Set the Fiscal Year

Record Types control the Path, available Picklist Values and the Page Layout.

Path/Picklist Values:

Page Layout:

Tailor Business Processes to Different Users Using Record Types

In Lightning Experience, there are many filter options in group feeds to help you get to information you need. Filter options include:

• All Updates—Shows all content in the feed.
• Unread Posts—Limits the feed to the posts that you haven’t read. To see this filter, you must be a member of the group. A post is considered read when you’ve liked it, commented on it, edited it, scrolled by it, or viewed it in detail.
• All Questions—Limits the feed to all questions posted through the question publisher.
• Unanswered Questions—Limits the feed to all questions posted through the question publisher that don’t have an answer.
• Questions with No Best Answer—Limits the feed to all questions posted through the question publisher where a Best Answer hasn’t been selected.
• Questions with Best Answer—Limits the feed to all questions posted through the question publisher where a Best Answer is selected.

Filter Group Feeds

A Roll-up Summary field is a field that aggregates child record information into the parent record. For example, if you implemented a Discount field at the Product level, you could roll that field value up to Opportunity level, giving you the total discount.

Roll-Up Summary Field

Implement Roll-Up Summary Fields

An Approval Process should be created on the Opportunity object with entry criteria stating that the Discount % value must be greater than 30%.

Set Up an Approval Process

Sample Approval Process: Discounting Opportunities

In order to convert a lookup relationship to a master-detail relationship, the lookup field on every record must contain a value.

When you convert a lookup relationship to a master-detail relationship, it changes the organization-wide default to Controlled by Parent and the sharing model is updated to public read/write.

Considerations for Relationships

You should use a Schedule-Triggered Flow when you need to perform the same action across your org regularly.

In the Start Element, you need to configure the Start Date, Start Time, and Frequency of your Schedule.

Salesforce Help: Schedule-Triggered Flow Considerations

An Administrator can control field access such as visibility and read-only based on Profile. This can be done by navigating to the field in ‘Fields & Relationships’ and choosing ‘Set Field-Level Security’.

Who Sees What: Field-Level Security

As well as providing a score, Einstein will indicate both positive and negative factors that contributed to the score. To view these factors in Lightning, simply hover over the score.

Positive examples:

• Previous won opportunities with the related account
• Opportunity moving quickly through the stages
• High numbers of activities on the related account
• Opportunity has an open quote

Negative examples:

• Previous lost opportunities with the related account
• Close date overdue or being pushed out
• Low numbers of activities on the related account
• Low success rate in the industry assigned to the related account

Source: Salesforce Einstein Opportunity Scoring

Set Up Einstein Opportunity Scoring for Sales Cloud Users

Einstein Opportunity Scoring

Close More Deals

What Is Salesforce Einstein Opportunity Scoring? Overview & Deep Dive Tutorial

Using dynamic dashboards, an Administrator can create a single dashboard instead of multiple dashboards, as each user will only see data they have access to based on their security and sharing settings. This can be configured by editing the dashboard properties and selecting View Dashboard As ‘The dashboard viewer’.

You can't schedule refreshes for dynamic dashboards. They must be refreshed manually.

Dynamic Dashboards: Choose Who People View a Dashboard as in Lightning Experience

Some examples of standard Salesforce objects include Account, Contact, Lead, Opportunity, Contract, Quote, and Pricebook. Ticket is not a standard Salesforce object.

Although the Salesforce Administrator can set a default record type at profile level, if more than one record type is active, the default will simply be selected but the user will still see the record type selection screen.

We can reduce the navigation by skipping the record type selection screen (less clicks = happier users!). We can do this by advising users that they can set their default record type in Settings. Once they select their default record type, when creating a record they will no longer see the record type selection screen.

Set Record Type Preferences

Administrators can enable ‘Administrators Can Log In As Any User’ in Setup > Security > Login Access Policies. When this feature is enabled, an Administrator can login as any user without requesting permission.

Allow a system administrator to log in as any User

Contact Roles enable you to define which Contacts are involved in a Case and what their roles are. This feature makes it easier to quickly identify who to contact and when.

Considerations for Using Contact Roles