SF Admin Adv - Semana 3

Cloud Kicks has a very large Knowledge base in Salesforce. Service reps are having a hard time finding the most relevant articles because there are too many search results. What should the administrator do to help service reps quickly narrow down the number of articles?

• Activate and configure Einstein Search.
• Update Knowledge to auto-search the case's subject.
• Implement and configure Data Categories.
• Delete and remove old Knowledge articles.

What would prevent a user from syncing a quote with an opportunity?

• The quote has already passed its expiration date.
• The quote has a validation rule preventing it from being updated.
• Another quote is already synced with the opportunity and is awaiting approval.
• Another quote is already synced with the opportunity.

A sales rep needs to help cross-sell an opportunity but is unable to make updates on the record or update the opportunity team. Which two options would be required for a sales rep to add a rep to the opportunity team? (Choose 2 answers)

• Transferred ownership of the Opportunity to the sales rep

• A permission with Edit access on the Account object

• A role above the Opportunity owner in the role hierarchy

• Transferred ownership of the Account to the sales rep

A sales rep at Ursa Major Solar realized that the wrong price book was selected for an opportunity. How can the sales rep change the price book on the opportunity?

• The change can be made through the desktop site.
• The change can be made through the mobile app.
• Once selected, the price book can be updated via the forecasting tab.
• Once selected, the price book is locked on the opportunity.

Cloud Kicks has received feedback that customers are frustrated with the amount of time it takes to reach a support agent by area of expertise according to product information after a new case has been submitted. Which feature should the administrator configure in order to improve the case management process?

• Escalation Rules
• Knowledge Component
• Macros
• Omni-Channel

A department requires access to specific account records based on the account industry. How would you configure granular data sharing in this scenario?

• Permission sets with field-level security
• Owner-based sharing rules
• Territory management with territory rules
• Apex-managed sharing

Your organization uses Salesforce Communities to empower customers with self-service options. How can you ensure community users can’t access internal Salesforce data?

• Implement data category security with appropriate sharing settings
• Grant them read-only access to all objects
• Disable community user profiles
• Enforce two-factor authentication (2FA) for all users

You’re migrating custom objects and data from a legacy system to Salesforce. Which tool automates the data migration process?

• Data Loader with custom import mappings
• Salesforce Knowledge articles
• Salesforce Data Migration Tool
• Sandbox refresh