Service and Sup Apps // Productivity & Collab

An administrator needs to configure Ursa Major Solar's Salesforce Mobile app with the company's brand-specific images and color schemes. Which set of branding options should the administrator use?

• Loading Page Color, Action Colors, Loading Page Logo

• Loading Page Logo, Brand Color, Loading Page Color

• Individual Page Colors, Multiple Loading Page Logos

• Tab Colors, Action Colors, Loading Page Logo

Answer explanation

Change the Salesforce mobile app's appearance, including the loading page background color, loading page logo, and header background color so the app matches your company's branding.

How should a sales rep create an all-day event in Salesforce?

• Check the all-day event checkbox on the event.

• Use a task for an all-day event because then no time fields are needed.

• Ensure the event is scheduled for times within the Start and End of Day hours.

• Ask the System Administrator to check all-day events in the Activity settings.

Answer explanation

Checking the all-day event checkbox sets the start and end times for 24 hours.

Use a Task for an all-day event is not possible. Tasks have due dates.

Universal Containers wants Sales Reps to process credit card payments when an Opportunity is Closed Won.Which approach should the System Administrator use to enable this feature?

• Add payment detail custom fields to the Opportunity.

• Build a standard Visualforce page and Salesforce site.

• Install an AppExchange credit card payment package.

• Create a Workflow Rule Email Alert to notify Finance.

Answer explanation

Use the AppExchange to find solutions for complex processes.

An administrator at Ursa Major Solar is setting up case feed. What should the administrator consider?

• By default, the case feed replaces the standard case detail page.

• Chatter feed tracking must be enabled for the case object.

• The Use Case Feed permission is automatically active for all profiles.

• The Service Cloud user feature license is required for case feed.

Answer explanation

Enabling Case Feed actions and feed items gives your users access to both standard actions they’ll need when working with cases, such as Email and Change Status, and to feed items related to those actions.

The marketing team is asked to provide branding and messaging for email templates to be used throughout the customer support process.In which two locations can the System Administrator implement customer-facing email templates with respect to Cases?Choose 2 options.

• Case Escalation Notifications

• Owner Assignment Notifications

• Case Auto-response Rules

• Support Reps' Send Email options

Answer explanation

Auto-response rules let you automatically send email responses to lead or case submissions based on the record's attributes.

Support Reps' Send Email options let you create email templates for support users.

Ursa Major Solar needs to ensure compliance with a platinum service level agreement; therefore, cases that stay in the Tier 2 queue for longer than 4 hours must be re-assigned to the Tier 3 queue. Which Salesforce feature should be used to fulfill this requirement?

• Case comments

• Case assignment rule

• Case escalation rule

• Auto response rule

Answer explanation

Case escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry.

Case comments are used to add notes to a case.

Assignment rules automate lead generation and support processes.

Auto-response rules automatically send email responses to lead or case submissions based on the record's attributes.

Ursa Major Solar tracks both user issues and customer issues. A user issue can be logged as: new, waiting for reply, closed. Customer issue can be logged as: new, working, closed. An administrator needs to track both case types. Which features should be used?

• Page Layouts and Process Builder

• Record Types and Support Processes

• Page Layouts and Record Types

• Workflows and Automated Case Users

Answer explanation

Record types let you offer different business processes, picklist values, and page layouts to different users.

What two valid assignee options should an administrator use to configure case assignment rules? Choose 2 options.

• Case team

• User

• Queue

• Public group

Answer explanation

User and queue can be assigned to a case.

A case team is a group of people that work together to solve cases. Case teams cannot own records.

A public group consists of a set of users. Public groups cannot own records.