QCM 1 - SF ADM

Q.1 Windwards Institute (WI) wants to customize basic Salesforce Reports using Lightning Experience. In which

two ways can Reports be customized?

• Add a chart

• Add a Lightning Component

• Add a filter

• Add links to external pages

Q.2 SQS Global Services has service level agreements(SLA) that are routed to support queues. Cases that meet

the 24-hour SLA need to be automatically re-assigned to the next tier queue.

Identify the feature that should be used to fulfill this requirement.

• Case Assignment Rule

• Einstein Case Routing

• Auto-Response Rule

• Case Escalation Rule

Q.3 An Administrator at Windwards Institute (WI) is setting up a case feed. What considerations should an

Administrator make?

• By default, the Case Feed replaces the standard case detail page by default

• Chatter Feed tracking must be enabled for the case object

• Case Feed requires the Service Cloud User feature license

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

Q.4 An administrator created a record trigger flow to update contacts.

How should the administrator reference the values of the active record the flow is running on?

• Use the $Record global variable

• Use the {!Contact.id} global variable

• Use the {!Account.id} record variable

• Use the Get Records element to find the Id

Q.5 SQS Global Services is evaluating Salesforce for its service team and would like to know what objects were

available out of the box.

Which three of the standard objects are available to an administrator considering a support use case?

Choose 3 answers.

• Contact

• Request

• Case

• Account

• Ticket

Q.6 The service manager at Windwards Institute (WI) wants to let customers know that they have received their

cases via email and their website. Medium-priority and high-priority cases should receive different email

notifications than low-priority cases. The administrator has created three email templates for this purpose.

How should an administrator configure this requirement?

• Add three auto-response rules. Configure one rule entry criteria for each rule and set a filter for case priority. Select the

  appropriate email template for each rule entry

• Create one auto-response rule. Configure three rule entry criterias and set a filter for case priority. Select the

  appropriate email template for each rule entry

• Configure one workflow rule that fires when cases are created. Add a filter for case priority. Select the appropriate

  email template for the rule

• Include three assignment rules that fire when cases are created. Add a filter for case priority. Select the appropriate

  email template for each rule

Q.7 SQS Global Services is working on a better way to track its product shipments utilizing Salesforce. Which

field type should an administrator use to capture coordinates?

• Geo-fence

• Geolocalisation

• External lookup

• Custom address

Q.8 Finplanner Associates (FA) wants to prevent its service team from accessing deal records. While service

users are unable to access deal list views, they are able to find deal records via a search.

What option should the administrator adjust to fully restrict access?

• A. Page layouts and field-level security.

• B. App permissions and search terms.

• C. Record settings and search index.

• D. Permissions and tab visibility.

Q.9 No More Homelessness (NMH) needs to change the owner of a case when it has been open for more than 7

days. How should the administrator complete this requirement?

• A. Escalation Rules.

• B. Validation Rules.

• C. Assignment Rules.

• D. Auto-Response Rules.

Q.10 Users at Sunrays Limited (SL) are only allowed to see opportunities they own. Leadership wants an

enterprise-wide dashboard of all open opportunities in the pipeline so that users can see how the company is performing at any point in time.

How should an administrator create the dashboard without changing any sharing settings?

• A. Add a filter to the dashboard to filter the opportunities by owner role.

• B. Create a dashboard with the running user set as someone who can see all opportunities.

• C. Update the dashboard folder settings to manager for the sales reps role.

• D. Build individual dashboards for profiles that need to see the enterprise results.