Free Salesforce Admin Practice Exam
Try our 60-question practice exam to see if you are ready to take on the real exam.
- Professionally written questions by Salesforce MVP, Christine Marshall.
- Explanations and links to additional learning resources are included to ensure you are set for success.
- 100% free practice questions.
Start the Free Practice Questions
Click the button below to launch the exam.
There is a 105-minute time limit, and 65% is the official passing score.
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Question 1 of 60
1. Question
Cloudy Computing, a US based company, have recently opened a small European office in France. The European team is requesting that their language should be French. To ensure all users have the correct language, what should the Administrator suggest?
Correct
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 CurrencyIncorrect
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 -
Question 2 of 60
2. Question
Your company’s financial year starts in February and ends in January. As the Administrator, what must be done to make sure this is reflected in Salesforce? (Choose 2)
Correct
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.
Incorrect
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.
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Question 3 of 60
3. Question
Cloudy Computing is experiencing a large number of support tickets from Salesforce users. What feature could you, as the Administrator, leverage to enable easier troubleshooting?
Correct
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.
Incorrect
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.
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Question 4 of 60
4. Question
What should the Administrator recommend if a user forgets their password and needs it reset? The user is not locked out and the company does not use single sign on.
Correct
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.
Incorrect
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.
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Question 5 of 60
5. Question
When creating users, which of the following does NOT need to be selected in order to save the record?
Correct
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.
Incorrect
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.
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Question 6 of 60
6. Question
Steve is a new sales team member at Cloudy Computing. As the Administrator, you created his user record and activated it. Today, he has contacted you saying he is unable to login to Salesforce. What is NOT a possible reason?
Correct
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.
Incorrect
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.
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Question 7 of 60
7. Question
What is NOT a lockout effective period in Salesforce?
Correct
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.
Incorrect
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.
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Question 8 of 60
8. Question
Cloudy Computing has Trusted IP Ranges defined for extra security. A user is trying to login from outside the trusted IP ranges that have been defined. What will happen in this scenario?
Correct
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
Incorrect
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
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Question 9 of 60
9. Question
As the Administrator for Cloudy Computing, you have created a custom object that is the detail object in a master-detail relationship with Account. What is TRUE about the OWD setting for the custom object? (Choose 2)
Correct
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.
Incorrect
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.
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Question 10 of 60
10. Question
Fields can be set to not-visible or read-only based on which of the following?
Correct
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’.
Incorrect
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’.
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Question 11 of 60
11. Question
Alistair and Andy are both on the Recruitment team at Cloudy Computing. They should both be able to review and edit Applications, however only Andy as the Manager, should be able to delete Applications. Both users are currently assigned the ‘Recruitment Team’ profile. How can this requirement be achieved in Salesforce?
Correct
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.
Incorrect
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.
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Question 12 of 60
12. Question
As Cloudy Computing are rapidly expanding, the Salesforce Administrator has created a small group of Super Users, who will act as first line support. The Super Users will all need some existing additional Permission Sets including “Export Reports”, “Delete Public List Views” and “Delete Accounts”. As the Administrator, what should you do?
Correct
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.
Incorrect
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.
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Question 13 of 60
13. Question
Which of the following are standard Salesforce objects? (Choose 3)
Correct
Some examples of standard Salesforce objects include Account, Contact, Lead, Opportunity, Contract, Quote, and Pricebook. Ticket is not a standard Salesforce object.
Incorrect
Some examples of standard Salesforce objects include Account, Contact, Lead, Opportunity, Contract, Quote, and Pricebook. Ticket is not a standard Salesforce object.
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Question 14 of 60
14. Question
When a Lead is converted, which object can be optionally created?
Correct
When you convert a Lead in Salesforce you create an Account, a Contact and optionally, an Opportunity.
Incorrect
When you convert a Lead in Salesforce you create an Account, a Contact and optionally, an Opportunity.
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Question 15 of 60
15. Question
Data loss can occur from which of the following? (Choose 3)
Correct
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
Incorrect
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
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Question 16 of 60
16. Question
Which of these features can be utilized on a page layout? (Choose 2)
Correct
We can edit the properties of fields on the page layout, making them ‘Read Only’ or ‘Required’.
Incorrect
We can edit the properties of fields on the page layout, making them ‘Read Only’ or ‘Required’.
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Question 17 of 60
17. Question
What is a Roll-up Summary field?
Correct
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.
Incorrect
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.
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Question 18 of 60
18. Question
Which of the following fields CANNOT be a controlling field for Dependent Picklists?
Correct
Multi-select picklists can be dependent picklists but not controlling fields.
Incorrect
Multi-select picklists can be dependent picklists but not controlling fields.
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Question 19 of 60
19. Question
Cloudy Computing has multiple different record types for Opportunities. Users are complaining that it is tedious having to select a record type each time they create an Opportunity. As the Salesforce Administrator, what could you recommend?
Correct
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.
Incorrect
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.
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Question 20 of 60
20. Question
Cloudy Computing has two distinct teams for selling products and services. Each team follows a different set of steps, and collects different information during the sale. What features in Salesforce will best support this situation?
Correct
This requirement can be met by creating two record types, two sales processes and two page layouts.
- A sales process should be defined with the relevant Opportunity stages selected
- A page layout should be defined with the relevant fields included
- 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
Incorrect
This requirement can be met by creating two record types, two sales processes and two page layouts.
- A sales process should be defined with the relevant Opportunity stages selected
- A page layout should be defined with the relevant fields included
- 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
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Question 21 of 60
21. Question
Cloudy Computing has a custom picklist field for “Team” on the Opportunity object. They would like the same picklist field and picklist values to appear on Account, Contact and various custom objects as well. What feature of Salesforce could support this?
Correct
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:
Incorrect
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:
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Question 22 of 60
22. Question
Cloudy Computing would like Ava the Admin to create a new field. The field should support formatting font e.g. Bold or Italic, inserting links and inserting images. What field type should be used?
Correct
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
Incorrect
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
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Question 23 of 60
23. Question
What do Record Types control? (Choose 3)
Correct
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
Incorrect
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
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Question 24 of 60
24. Question
What is TRUE about converting a lookup relationship to a master-detail relationship? (Choose 2)
Correct
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.
Incorrect
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.
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Question 25 of 60
25. Question
The standard values for forecast categories are:
Correct
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
Incorrect
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
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Question 26 of 60
26. Question
Cloudy Computing would like to be able to generate Quotes from Salesforce. Quotes should contain the Account Name, Amount and any discount. Quotes should also be able to be emailed to customers from Salesforce. As the Salesforce Administrator, what would you suggest?
Correct
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.
Incorrect
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.
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Question 27 of 60
27. Question
As a global company, Cloudy Computing will occasionally have more than one sales team member working on an Opportunity. If the Opportunity is won, each sales team member should be recognized on the Opportunity and a percentage of the amount attributed to them. How can this be achieved?
Correct
Opportunity Splits can be used to distribute revenue from Opportunities among sales team members.
Team selling must first be enabled.
Incorrect
Opportunity Splits can be used to distribute revenue from Opportunities among sales team members.
Team selling must first be enabled.
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Question 28 of 60
28. Question
As Cloudy Computing is rapidly expanding, they are hiring many new sales team members. The existing team is having a hard time training up the new recruits on the Opportunity process. As the Salesforce Administrator, how could you support? (Choose 2)
Correct
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.
Incorrect
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.
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Question 29 of 60
29. Question
Cloudy Computing generates Leads from various sources such as web-to-lead, inbound sales calls and telemarketing. Leads should follow a qualification process that is dependent on where the Lead originated. How can this be achieved in Salesforce? (Choose 3)
Correct
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
Incorrect
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
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Question 30 of 60
30. Question
What are some features of Campaigns in Salesforce? (Choose 3)
Correct
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.
Incorrect
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.
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Question 31 of 60
31. Question
In addition to a score, what other information does Einstein Opportunity Scoring provide to assist sales users close deals? (Choose 2)
Correct
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
What Is Salesforce Einstein Opportunity Scoring? Overview & Deep Dive Tutorial
Incorrect
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
What Is Salesforce Einstein Opportunity Scoring? Overview & Deep Dive Tutorial
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Question 32 of 60
32. Question
The VP of Customer Service at Cloudy Computing would like to automatically assign Cases to the most appropriate agent based on the Account type such as Customer or Prospect. What feature could be used?
Correct
Case assignment rules can automate your companies support processes, determining how Cases are assigned to users or queues, based on criteria you set.
Incorrect
Case assignment rules can automate your companies support processes, determining how Cases are assigned to users or queues, based on criteria you set.
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Question 33 of 60
33. Question
Cloudy Computing are busy refining their support processes using Service Cloud. They have enabled Email-to-Case (yay!) but would also like the customer to receive email confirmation that their query has been received when submitting via Email-to-Case. What feature will meet this requirement?
Correct
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.
Incorrect
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.
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Question 34 of 60
34. Question
Cloudy Computing has a custom Case assignment rule with multiple rule entries. A Case has been submitted that matches multiple rule entry criteria. How will Salesforce determine which user or queue to assign the Case to?
Correct
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.
Incorrect
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.
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Question 35 of 60
35. Question
Cloudy Computing have implemented Web-to-Case, adding a form to their website for customers to complete when they have an issue. This has greatly reduced the number of phone calls being received by the Service team which is fantastic! However, they are receiving a lot of spam via the Web-to-Case form. As the Salesforce Administrator, what do you advise?
Correct
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.
Incorrect
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.
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Question 36 of 60
36. Question
What is NOT a type of Macro?
Correct
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
Incorrect
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
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Question 37 of 60
37. Question
Cloudy Computing often deals with complex Cases that involve contacting multiple Contacts at an Account. What feature of Salesforce could be used to support this and keep track of all Contacts involved with a Case?
Correct
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.
Incorrect
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.
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Question 38 of 60
38. Question
Cloudy Computing would like to be able to link related Cases together. As the Admin, what would you recommend?
Correct
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:
Incorrect
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:
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Question 39 of 60
39. Question
Activities in Salesforce are made up of which of the following? (Choose 2)
Correct
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.
Incorrect
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.
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Question 40 of 60
40. Question
In Lightning Experience, what are some of the filtering options available in group feeds? (Choose 3)
Correct
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.
Incorrect
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.
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Question 41 of 60
41. Question
At Cloudy Computing, the Sales team often works in the field, visiting customers, using the Salesforce mobile app to stay up to date on Salesforce. Many of their customers live in remote areas with no internet connectivity. What features could the Salesforce Administrator enable to support the Sales team? (Choose 2)
Correct
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
Incorrect
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
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Question 42 of 60
42. Question
The five types of AppExchange solutions are:
Correct
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.
Incorrect
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.
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Question 43 of 60
43. Question
While testing a new feature, the VP of Customer Service at Cloudy Computing has accidentally created 100 Cases in Salesforce. What is the quickest way to delete these?
Correct
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.
Incorrect
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.
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Question 44 of 60
44. Question
When should you consider using the Data Import Wizard over the Data Loader?
Correct
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.
Incorrect
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.
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Question 45 of 60
45. Question
Validation rules are triggered:
Correct
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.
Incorrect
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.
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Question 46 of 60
46. Question
Cloudy Computing would like to perform a backup of all internal systems every week. What feature could be used to ensure that Salesforce is backed up every week?
Correct
The Data Export Service can be used to schedule a weekly export of Salesforce for backup purposes.
Incorrect
The Data Export Service can be used to schedule a weekly export of Salesforce for backup purposes.
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Question 47 of 60
47. Question
The VP of Sales at Cloudy Computing would like to get a report of Opportunities grouped by sales stage. What kind of report would meet this requirement?
Correct
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.
Salesforce Trailhead – Format Reports (Tabular, Summary, Matrix)
Incorrect
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.
Salesforce Trailhead – Format Reports (Tabular, Summary, Matrix)
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Question 48 of 60
48. Question
What is TRUE about dynamic dashboards? (Choose 2)
Correct
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
Incorrect
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
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Question 49 of 60
49. Question
What are the three access levels you can grant to Report and Dashboard folders? (Choose 3)
Correct
The three access levels you can grant to Report & Dashboard folders are Viewer, Editor and Manager.
Incorrect
The three access levels you can grant to Report & Dashboard folders are Viewer, Editor and Manager.
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Question 50 of 60
50. Question
What is TRUE about Custom Report Types? (Choose 2)
Correct
When creating a Custom Report Type, you choose 1 primary object and upto 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.
Incorrect
When creating a Custom Report Type, you choose 1 primary object and upto 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.
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Question 51 of 60
51. Question
When an Opportunity is closed won, an Order record should automatically be created. As the Administrator, what solution should you recommend?
Correct
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.
Incorrect
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.
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Question 52 of 60
52. Question
Cloudy Computing would like Opportunity owners to receive an email 7 days before the Opportunity close date to ensure Opportunities are being worked or updated accordingly. As the Administrator, what solution should you recommend?
Correct
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
Incorrect
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
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Question 53 of 60
53. Question
The VP of Sales at Cloudy Computing should be notified and approve every Opportunity with a discount greater than 30%. As the Administrator, what solution should you recommend?
Correct
An Approval Process should be created on the Opportunity object with entry criteria stating that the Discount % value must be greater than 30%.
Incorrect
An Approval Process should be created on the Opportunity object with entry criteria stating that the Discount % value must be greater than 30%.
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Question 54 of 60
54. Question
Managers at Cloudy Computing would like to respond to approval requests via email. What is TRUE in this scenario? (Choose 3)
Correct
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.
How do I enable email approval response?
Incorrect
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.
How do I enable email approval response?
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Question 55 of 60
55. Question
What is required to be set up before you create an Email Alert?
Correct
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.
Incorrect
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.
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Question 56 of 60
56. Question
To improve their customer service, Cloudy Computing would like to use Salesforce to guide their support reps as they collect the details of an issue from a customer. They would like support reps to automatically see the fields they need to complete and guidance on what to ask the customer. What would you recommend?
Correct
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
Incorrect
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
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Question 57 of 60
57. Question
Frequently, when customers call Cloudy Computing for product support, they do not have their product serial number to hand and have to call back. Cloudy Computing uses Screen Flows to ensure the customer support reps gather all required information. When a customer has to call back, the customer service team loses all the data they have gathered and have to restart the Screen Flow when the customer calls back. What would you recommend to improve the process?
Correct
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.
Incorrect
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.
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Question 58 of 60
58. Question
Ava has been asked to automatically send out a birthday greeting to customers at 9am on their birthday. What automation tool could be used to achieve this?
Correct
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.
Incorrect
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.
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Question 59 of 60
59. Question
What tool within the Flow Builder can be used to test all the different paths and variables inside your Flow to ensure they all function correctly for your users?
Correct
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.
Incorrect
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.
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Question 60 of 60
60. Question
What tool is available to help you assess what Record-Triggered Flows there are for a particular object and in what order they fire?
Correct
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
Incorrect
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
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