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WorksheetsQCM 1 - SF ADM
Total questions: 62
Worksheet time: 4hrs 27mins
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.
Q.11 SQS Global Services is bringing a new type of car to the market. An administrator needs to create a Sales
Process for this new product. What are three considerations an Administrator should make?
Choose 3 answers.
A. All Picklist values on the Page Layout must be added to the Master picklist Value List or be active values.
B. The Record Type's Page Layout is assigned to Users through their Profile assignments.
C. An Opportunity Record Type will need to be created and assigned to the Sales Process.
D. Adding a new value to the Record Type Master Picklist Value List adds the value to all existing Record Type picklists.
E. The Record Type Name assignment becomes permanent upon the Save of a new Record Type.
Q.12 Sunrays Limited (SL) is configuring the lead conversion process. Which two factors should SL consider
before setting up the process?
Choose 2 answers :
A. Roll-up summary lead fields can be mapped to custom contact fields.
B. Custom lead fields can be mapped to account, contact, and opportunity fields.
C. Custom lead fields can be mapped to custom object fields.
D. Standard lead fields are automatically converted to an account, contact, and opportunity fields.
Q.13 The sales team at Bloomington Caregivers (BC) wants an easy solution to gather customer requirements
and share presentations with their customers. Which two actions should an administrator take to help the sales
team achieve this goal?
Choose 2 answers.
A. Create opportunity teams for customers.
B. Add customers to libraries.
C. Use Chatter files to share presentations.
D. Add customers to private Chatter groups.
Q.14 Sunrays Limited (SL) has Public Read/Write Organization-Wide Default Sharing for Accounts. Company
leadership has decided that Marketing should never modify an Account record.
What should the System Administrator do to restrict these users?
A. Remove Edit access on Accounts from the custom Marketing profile.
B. Assign permission set to Marketing users which removes Edit permission.
C. Separate the Marketing role hierarchy from the Sales role hierarchy.
D. Change Organization-Wide Default Sharing to Public Read Only.
Q.15 A user with administrator privileges accidentally deleted a custom field from an org a day ago. What should the Administrator consider to restore the field?
A. The deleted field and its data CANNOT be restored.
B. The deleted field and its data can be restored up to 15 days after deletion.
C. The deleted field can be restored up to 15 days after deletion, but all data will be lost.
D. The deleted field and its data can be restored up to 30 days after deletion.
Q.16 AW Computing (AWC) occasionally works with independent contractors, who the company stores as
Contacts in Salesforce. Contractors often change agencies, and AWC wants to maintain the historical accuracy of the record.
What should AWC use to track Contacts?
A. Enable Contacts to multiple Accounts.
B. Use a partner community to track the Contacts.
C. Create a new Contact record for each agency.
D. Create a junction object to track many-to-many relationships.
Q.17 SQS Global Services has a custom quick action on Account that creates a new Case. How should an
administrator make quick action available on the Salesforce mobile app?
A. Modify compact Case page layout to include the action.
B. Add the Salesforce Mobile and Lightning Experience action to the page layout.
C. Include the action in the Salesforce Mobile Navigation menu.
D. Create a custom Lightning App with the action.
Q.18 An administrator wants to create a form in Salesforce for users to fill out when they lose a client.
Which automation tool supports creating a wizard to accomplish this goal?
A. Flow Builder
B. Process Builder
C. Approval Process
D. Outbound Message
Q.19 A sales rep at Windwards Institute (WI) has launched a series of networking events, they are hosting one event per month and want to be able to report on Campaign ROI by month and series.
How should the administrator set up the Campaign to simplify reporting?
A. Create individual Campaigns that all have the same name.
B. Configure Campaign Member Statuses to record which event Members attended.
C. Add different record types for the monthly event types.
D. Use Campaign Hierarchy where the monthly events roll up to a parent Campaign.
Q.20 Finplanner Associates (FA) needs to be able to show different picklist values for sales and marketing users.
Which two options will meet this requirement?
Choose 2 answers.
A. One record type, two profiles, one picklist.
B. Two permission sets, one record type, one picklist.
C. Two page layouts, one record type, two picklists
D. One page layout, two record types, one picklist.
Q.21 A system administrator at Finplanner Associates (FA) created a new account record type. However, sales users are unable to select the new record type when creating new account records.
What are two possible reasons for this?
Choose 2 answers.
A. The record type has not been set as the default record type.
B. The record type has not been added to the sales user profile.
C. The record type does not have an associated page layout.
D. The record type has not been activated.
Q.22 How Can an administrator capture custom lead data on the converted contact when converting a lead?
A. Use the lead conversion wizard to select the fields.
B. Map custom lead fields to standard contact fields.
C. Map custom lead fields to custom contact fields.
D. Use the data loader to move the custom lead data.
Q.23 Sunrays Limited (SL) has a Web-to-Case form on its Lightning Customer Community.
SL wants to separate Cases into the following product categories: Corrugated Paper, Plastic, Fiberboard, and Metal. SL has added a picklist field to store this data.
How can the Case be automatically placed in the correct queue upon submission?
A. Create Record Types for each picklist value and a Business Process to move each Case to the correct Queue.
B. Create Assignment Rules based on the picklist values to move Cases to a Queue.
C. Create an Escalation Rule entry for each picklist value and set it to zero minutes.
D. Create Record Types for each picklist value and assign them to each product team's profile
Q.24 An administrator at Windwards Institute (WI) has been asked to prevent users from accessing Salesforce from outside of their network.
What are two considerations for this configuration?
Choose 2 answers.
A. Assign single sign-on to a permission set to allow users to log in when outside the network.
B. Restrict U2F Security Keys on the user's profile to enforce login hours.
C. Enforce Login IP Ranges on Every Request must be selected to enforce IP restrictions.
D. IP address restrictions are set on the profile or globally for the org.
Q.25 Which two actions an administrator performs with Case escalation rules?
Choose 2 answers.
A. Change the Case Priority.
B. Re-open the Case.
C. Re-assign the Case.
D. Send email notifications.
Q.26 When a sales rep clicks a button on an opportunity, a simple discount calculator screen should be
launched. Which automation tool should an administrator use to build this discount calculator screen?
A. Process Builder.
B. Platform Event.
C. Workflow Rule.
D. Flow Builder.
Q.28 A senior realtor at SQS Global Services has received a long list of new residential homes to sell to for the
sprint. Management needs the spreadsheet of the new residential homes and a separate spreadsheet of price books loaded into Salesforce.
Which Salesforce data tool should the System Administrator use to meet this request?
A. Data Import Wizard
B. Mass Create Records
C. Data Loader
D. Mass Transfer Records
Q.29 An administrator is building a lightning app and sees a message that a My Domain must be set up first.
What should the administrator take into consideration when enabling My Domain?
Single sign-on must be disabled prior to implementing My Domain
The login for all internal and external users changes to the My Domain login
A developed My Domain is irreversible and renaming is unavailable
The URL instance for a My Domain stays the same for every release
Q.30 The Support team at SQS Global Services (SGS) prefers using split list views on the case homepage.
Occasionally, team views shipments from another support application.
What should the administrator configure to allow the team to use the split list view?
Filter by a single shipment record type in the list view.
Include the Shipments tab on app's navigation bar.
Split views are only available on standard objects.
Add the Manage List Views permission for support users.
Q.31 SQS Global Services (SGS) users want to utilize Salesforce Knowledge.
Which statement accurately describes Knowledge?
An automated Machine Learning tool that converts Leads to Opportunities given a predefined set of conditions.
A knowledge base that uses Machine Learning to generate an article to solve customer support issues.
A knowledge base composed of articles that can be written and used by support agents.
An automated tool that closes cases based on historical information.
Q.32 Which feature should Sunrays Limited (SL) use if they want their support agents who are skilled in a
particular product line to their own cases directly after customers log them from an automated channel?
Workflow Field Update.
Case Escalation Rules.
Assignment Rules.
Case Team Routing.
Q.33 The SQS Global Services administrator is editing the page layout for a new custom object. A text area field
is accidentally removed from the page layout, an administrator needs to be restored to the page layout.
What are three methods for achieving this goal?
Choose 3 answers.
Click the undo button or the cancel button.
From the field palette, drag the field into the same position.
Restore original page layout from a sandbox.
Restore from the recycle bin within 15 days.
Clone the layout from a different profile and use save as.
Q.34 SQS Global Services (SGS) tracks both customer issues and user issues. A customer issue can be logged
as:
● new
● working
● closed
A user issue can be logged as:
● new
● waiting for a reply
● closed
An administrator needs to track both case types. Which features should be used?
Record Types and Support Processes.
Automated Case Users and Workflows.
Record Types and Page Layouts.
Process Builder and Page Layouts.
Q.35 Which two dashboard components are populated with data from the grand total of a custom report?
Choose 2 answers.
Metric
Gauge
Table
Chart
Q.36 A customer created a case using the web to case. They contacted the phone support to get an update on
the case two days later. The support agent could not find the case although the customer is positive that it was
created and logged.
What should the administrator reference to troubleshoot this issue?
Contact email address.
Validation rules.
Assignment rules.
Setup Audit Trail.
Q.37 The administrator at Finplanner Associates (FA) has been asked to replace two old workflow rules that are
doing simple field updates when a lead is created to improve processing time.
What tool should the administrator use to replace the workflow rules?
Quick Action Flow.
Screen Flow.
Scheduled Flow.
Before Save Flow.
Q.38 Sunrays Limited (SL) is using one profile for all of its marketing users, providing read-only access to the
Campaign object. A few marketing users now require comprehensive edit access on Campaigns.
How should an administrator fulfill this request?
Organization-wide defaults.
Permission sets.
Marketing user checkbox.
Field-level security.
Q.39 Support agents at No More Homelessness (NMH) are spending too much time finding resources to solve
customer cases. The agents need a more efficient way to find documentation and similar cases from the Case
page layout.
How should an administrator meet this requirement?
Use an interview flow to capture Case details.
Create a custom object to capture popular Case resolutions.
Configure Knowledge with articles and data categories.
Direct users to Global Search to look for similar cases.
Q.40 The administrator has been asked to automate a simple field on the account. When a support agent
changes the status of the account to 'Audited', they would like the system to automatically update the Audited
Date field on the account with today's date. Which tool should the administrator use to complete this
automation?
Approval Process.
Validation Rule.
Flow Builder.
Formula Field.
Q.41 Marketing wants to brand the Salesforce Mobile app to match USmall Potatoes Catering (SPC) approved
company colors and graphics.
Identify the set of Salesforce Mobile app branding options available to the Administrator.
Brand Color, Loading Page Color, and Loading Page Logo
Individual Page Colors and multiple Loading Page Logos
Tab Colors, Action Colors, and Loading Page Logo
Loading Page Color, Action Colors, and Loading Page Logo
Q.42 Windwards Institute (WI) has decided to offer a partner its products at a discounted rate applied to all
opportunities.
What should the Administrator do to make sure that the appropriate prices are applied to products on
opportunities for this partner?
Create a new discount Record Type on the Products object.
Create a new list price on the Standard Price Book.
Create a custom Price Book with the discounted list prices.
Create a custom object for the discounted products.
Q.43 Sunrays Limited (SL) uses a validation rule to prevent invalid data. What are three conditions where this
rule is used?
Choose 3 answers.
When records are submitted using web-to-lead.
When records are deleted by a user.
When records are edited and saved by a user.
When records are imported.
When records are updated by a workflow rule.
Q.44 Sales representatives use a custom report type for Account reports. New fields have been created on the
Account Object. What should a System Administrator do to report on the newly created fields?
Create a new account report and add the new fields from the Report Builder.
From the Custom Report Type, Edit Layout, then add the new fields to the report.
From the Custom Report Type, Edit Object Relationships, then add the new fields to the report.
Create a new account report folder, go to share, and then add the new fields.
Q.45 SQS Global Services is using lead assignment rules and record types. The sales team has the record type
'Corporate Leads' assigned as their default record type. The sales team has reported that Leads assigned to
them are assigned to a different record type. They have requested to have all Leads assigned to them be
assigned to the 'Corporate Leads' record type.
How should an administrator configure the sales team's request?
Select required validation for converted Leads in Lead conversion settings.
Select keep the existing record type in Leads conversion settings.
Select preserve lead status in Lead conversion settings.
Select override the existing record type with the assignee's default record type in Lead conversion settings.
Q.46 The Human Resources department at SQS Global Services wants employees to provide feedback about
their managers using a custom object in Salesforce. It is important that managers are unable to see the feedback
records from their staff.
How should an administrator configure the custom object to meet this requirement?
Set the Default External Access to Private.
Define a criteria-based sharing rule.
Uncheck Grant Access Using Hierarchies.
Configure an owner-based sharing rule.
Q.47 Cloud Kicks' executives have noticed the opportunity Expected Revenue field displays incorrect values.
How should the administrator correct this?
Modify the closed-won value associated with the stage.
Change the probability associated with the stage.
Update the expected revenue associated with the stage.
Adjust the forecast category associated with the stage.
Q.48 Campaign Members can be associated with which two objects?
Choose 2 answers.
Account
Opportunity
Lead
Contact
Q.49 Sunrays Limited (SL) needs a new sales application. The administrator thinks there is an application
package on the AppExchange and wants to begin testing it in a sandbox to see if it addresses SL's needs.
What are two considerations when installing a managed package in a sandbox?
Choose 2 answers.
The installation link has to be modified to test.salesforce.com
Any metadata changes to the package have to be replicated in production.
Install for Admins Only will be the only install option available.
The package will be removed any time the sandbox is refreshed.
Q.50 A user at SQS Global Services (SGS) is having trouble logging into Salesforce. The user's login history
shows that this person has attempted to log in multiple times and has been locked out of the organization.
Which two ways should the administrator help the user log into Salesforce?
Choose 2 answers.
Log in as the user to unlock the user and reset the password.
Reset the password policies to allow the user to login.
Reset password on the user's record detail page.
Use the unlock button on the user's record detail page.
Q.51 Sunrays Limited (SL) wants all Sales Users to see a Dashboard that displays Total Closed/Won Opportunity
Amount by User on a monthly basis. The Opportunity sharing model is private.
What steps should be taken by an administrator?
Create the Dashboard from the Opportunities by User Report then save it in the shared Dashboard Folder as a
Dynamic Dashboard.
Ask the Sales Manager to create the Dashboard from the Opportunities by User Report, select "View Dashboard as
Me", and Save in the shared Dashboard Folder.
Create the Dashboard from the Opportunities by User Report, select the Sales Manager as Run As User, and Save in
the private Dashboard Folder.
Ask the Sales Manager to create the Dashboard from the Opportunities by User Report and save it to her private
Dashboards Folder.
Q.52 Users in separate departments are able to see and edit different fields on Opportunities. The Sales team can
edit all fields on the Opportunity while the Support team has read-only access to these fields.
Where is field-level Security controlled for users on these teams?
Sharing Rules
Role
Profile
Public Groups
Q.53 SQS Global Services is looking into backup methods.
Mention the set of small and large data backup methods available in native Salesforce.
Mass Exports, Weekly Data Export Service, and Data Loader Exports.
Report Exports, Weekly Data Export Service, and Data Loader Exports.
Dashboard Exports, Report Exports, and Weekly Data Export Service.
Mass Export Wizard, Weekly Data Export Service, and Data Loader Exports.
Q.54 Finplanner Associates (FA) sales representatives worked on approximately 200 Accounts with billing
addresses in New York. These sales representatives need to retain viewing and editing access to these accounts
for 1-3 months.
How can a System Administrator easily provide View and Edit access to these users for the 200 accounts?
Create a new Profile for these users with criteria based on Billing State equals New York.
Create a new Account Sharing Rule for the Sales Representative Profile with criteria based on Billing State equals
New York.
Create a new Account Sharing Rule for these users with criteria based on Billing State equals New York.
Create a new Account folder for these users with criteria based on Billing State equals New York.
Q.55 The marketing team wants a new picklist value added to the Campaign Member Status field for the upsell
promotional campaign. Which two solutions should the administrator use to modify the picklist field values?
Choose 2 answers.
Edit the picklist values for the Campaign Status in Object Manager.
Modify the picklist value on the Campaign Member Statuses related list.
Add the Campaign Member Statuses related list to the Page Layout.
Mass modify the Campaign Member Statuses related list.
Q.56 Which two capabilities are considerations when marking a field as required in Object Manager?
Choose 2 answers.
The field is added to every page layout on that object.
The field is universally required to save a record on that object.
The field is optional when saving records via web-to-lead and web-to-case.
The field is not required to save records via the API on that object.
Q.57 Sales and Customer Care at Sunrays Limited (SL) need to see different fields on the Case related list from
the Account records. Sales users want to see Case created date and status while Customer Care would like to
see the owner, status, and contact.
What should the administrator use to achieve this?
Related Lookup Filters.
Page Layout Editor.
Search Layout Editor.
Compact Layout Editor.
Q.59 SQS Global Services (SGS) has two sales teams, sales team A and sales team B. Each team has their own
role in the role hierarchy. Both roles are subordinates of the same Manager Role.
How should the administrator share records owned by sales team A with sales team B?
Use manual sharing.
Owner-based sharing.
Criteria-based sharing.
Hierarchical sharing.
Q.60 The administrator at Windwards Institute (WI) writes an assignment rule to send all cases created via email
or the web to the Automated Cases Queue. Any manually created cases should be owned by the agent creating
them; however, the manually created cases now show the administrator as the owner.
What will the administrator find when troubleshooting this issue?
Another assignment rule is giving ownership to the administrator.
The Owner field is missing on the webform and email template.
An escalation rule is changing the case owner on case creation.
The Assign using active Assignment Rule checkbox is selected by default.
Q.61 Which setting on a profile makes a tab not accessible on the All Tabs page or visible in any app, but still
allows a user Multiple Books to view records that would normally be found under this tab?
App Permissions
Object Permissions
Tab Settings
Org-wide Defaults
Q.62 A user at Sunrays Limited (SL) is having issues logging in to Salesforce. The user asks the administrator to
reset their password. Which two options should the administrator consider when resetting the user's password?
Choose 2 answers.
Resetting the password will change the user's password policy.
Single sign-on users can reset their own passwords using the forgot password link.
After resetting a password, the user may be required to activate their device to successfully log in to Salesforce.
Resetting a locked-out user's password automatically unlocks the user's account.
Q.63 Sales reps at Finplanner Associates (FA) have asked for a way to change the Probability field value of their Opportunities. What should an administrator suggest to meet this request?
Define a new Stage Picklist value.
Configure Forecasting support.
Create a custom field on Opportunity.
Make the field editable on page layouts.
Q.64 Once an opportunity reaches the negotiation stage of Finplanner Associates (FA), the Amount field
becomes required for sales users. Sales managers need to be able to move opportunities into this stage without
knowing the amount. How should the administrator require this field during the negotiation stage for sales users
but allow their managers to make changes?
Configure a validation rule to meet the criteria.
Make the field required for all users.
Create a formula field to fill in the field for managers.
Assign the administrator profile to the managers.
