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A new hire at Ursa Major Solar has joined the customer service team to interact with customers and handle cases. This user needs access to the Service Console to manage the cases and customer information.

What should an administrator do to assign a Service Cloud user license to a new user?

• Enable Service Cloud in Support Settings

• Create a new Permission Set License agreement

• Clone the sample console and assign it to the user

• Enable Service Cloud User on the user record detail page

A user’s profile can be controlled by which three settings?

• Record Type assignment

• Assigned Apps

• Locale Settings

• Security at the Field-Level

• Feature License Assignment

Answer explanation

Las Locale Settings y las Feature License Asiggnment se configuran en el Setup, dentro de las Company Information y es una configuración a nivel org, no a nivel perfil. Las Feature License se pueden encontrar como una related list dentro de la Company Information.

A new employee is trying to login to Salesforce, but is having trouble. He reaches out to you the Salesforce Admin for help.

What should the administrator do first to troubleshoot login error messages?

• Check the User's Login History Related List on the user record

• Review entries in the Setup Audit Trail

• Log in as the user to view the error message

• Search the Debug Log for the error message

Answer explanation

El Setup Audit Trail nos muestra los inicios de sesión, los cierres de sesión o algunas modificaciones de los usuarios. Pero no nos da más información que eso.

Los debug log (registro de depuración) contienen operaciones de base de datos, procesos del sistema y errores que tienen lugar cuando se ejecuta una transacción o mientras se ejecutan pruebas de unidades.

Logguearnos como el usuario solo nos va a mostrar un cartel que dice ''comuniquese con su administrador para solucionar el problema"

La Login History que se encuentra como una related list dentro del usuario nos brindará más información de los loggueos de las personas.

What do Record Types control? (Choose 3)

• Path

• Fields

• Picklist values

• Pages Layouts

• Lightning App Builder Record Page Layout

Answer explanation

Record types let you offer different business processes, picklist values, and page layouts to different users. For example: You might create record types to differentiate your regular sales deals from your professional services engagements, offering different picklist values for each. Or you might display different page layouts for your customer support cases versus your billing cases.

At the other hand, Page layouts represent how an object is shown from a detail level. Lightning App Builder record pages almost always contain that detail, but also provide other features, like Flow embedding, or Chatter, or any other format.

Page layouts are close to the object, Lightning pages are close to the app.

A company has a complicates Sales process regarding its opportunities. The company has three different lines of business (Widget A, Widget B, Widget C) that each contain fields specific to that lines of business´s industry and customers. For each line of business, there is a specific set of fields that Sales users should see and a different set of fields that Marketing users should see.

How should an Administrator configure Page Layouts and Record Types for the Opportunity object so that each team sees what it needs to see, without buttered layouts containing unnecessary fields?

• Create three Record Types (Widget A, Widget B, Widget C) with six Page Layouts (Sales Widget A, Sales Widget B, Sales Widget C, Marketing Widget A, Marketing Widget B, and Marketing Widget C)

• Create one Record Type with six Page Layouts (Sales Widget A, Sales Widget B, Sales Widget C, Marketing Widget A, Marketing Widget B, and Marketing Widget C)

• Create six Record Types (Sales Widget A, Sales Widget B, Sales Widget C, Marketing Widget A, Marketing Widget B, and Marketing Widget C) with six total Page Layouts, one for each Record Type

• Create six Record Types (Sales Widget A, Sales Widget B, Sales Widget C, Marketing Widget A, Marketing Widget B, and Marketing Widget C) with one Page Layout

Answer explanation

As a tip, always remember:

1) the number of record types is the number of different lines of business for any process.

2) the number of profiles commonly is the minimal number of page layouts that must be created FOR EACH RECORD TYPE.

3) Record types let you offer different picklist values, and page layouts to different users

A Universal Containers (UC) Administrator has created a new Lightning record page for the Sales team to display a report chart embedded on the Account page. There are no Record Types for Account at this time.

Which step should the Administrator take to make this page the default view of the UC app for the Sales team without impacting the Support team?

• Make the page the default object record page for the UC app for the Sales profile.

• Create an Account Record Type and make the page the default object record page

• Make the page the org default.

• Make the page the default object record page for the UC app.

Answer explanation

The page must be selected as the default object record page, and must be assigned to the required profile (Sales), so as not to in order to not impact the Support Team.

Ursa Major Solar is configuring the lead conversion process.  Which two factors should they consider before setting up the process? Choose 2 options.

• Roll-up summary lead fields can be mapped to custom contact fields.

• Standard lead fields are automatically converted to account, contact, and opportunity fields.

• Custom lead fields can be mapped to custom object fields.

• Custom lead fields can be mapped to account, contact, and opportunity fields.

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.

An administrator for Ursa Major Solar wants to allow internal users to view a dashboard as a Sales Manager within a given sales region. How can this be configured?

• Create a dashboard to run as the logged-in user.

• Create a dashboard with multiple components.

• Create a dashboard to run as a specified user.

• Create a dashboard for all opportunities in the region.

Answer explanation

Ver el panel como el usuario loggueado no necesariamente nos va a permitir ver la misma información que ve el Sales Manager.

Crear varios componentes no es una opción mantenible, ya que tenemos un límites de componentes para agregar al panel (el máximo es 20 por panel).

Mostrar todas las oportunidades de la región mostraría más información de la que queremos. La idea es limitarnos a solo lo que ve el Sales Manager.

Ursa Major Solar has selected report folders that are shared with a small group of users who are on Lightning Experience. The administrator needs to prevent these users from customizing the information in the reports.  What should the administrator do to achieve this goal?

• Run the report as a specified user.

• Lock report filters.

• Change Field Level Security.

• Utilize Custom Report Types.