Please check this URL.
https://developer.salesforce.com/files/ti/thi/THI-000393/administratorpracticetest.html
NO31
Ursa Major Solar (USM) has a Web-to-Case form on its Lightning Customer Community. USM wants to separate Cases into the following product categories:
- Residential
- Lots/Land
- Commercial
How can the Case be automatically placed in the correct queue upon submission?
- Create Record Types for each picklist value and a Business Process to move each Case to the correct Queue.
- Create Assignment Rules based on the picklist values to move Cases to a Queue.
- Create an Escalation Rule entry for each picklist value and set to zero minutes.
- Create Record Types for each picklist value and assign to each product team's profile.
ANSWER
2. Create Assignment Rules based on the picklist values to move Cases to a Queue.
Assignment Rules define conditions that determine how leads or cases are processed. The rules assign leads and cases to the specified user or queue.
FALSE
1.Create Record Types for each picklist value and a Business Process to move each Case to the correct Queue.
Business processes display different picklist values according to each user's profile but do not assign records.
3.Create an Escalation Rule entry for each picklist value and set to zero minutes.
Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry.
4.Create Record Types for each picklist value and assign to each product team's profile.
Record types let you offer different business processes, picklist values, and page layouts to different users not assign records.
NO32
Which feature should Ursa Major Solar use if they want their support agents who are skilled in a particular product line to own cases directly after customers log them from an automated channel?
1.Assignment rules
2.Case escalation rules
3.Workflow field update
4.Case team routing
ANSWER
1.Assignment rules
Assignment rules automate your organization's lead generation and support processes. Use lead assignment rules to specify how leads are assigned to users or queues.
FALSE
2.Case escalation rules
Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry.
3.Workflow field update
Assignment rules automate your organization's lead generation and support processes. Use lead assignment rules to specify how leads are assigned to users or queues.
4.Case team routing
A case team is a group of people that work together to solve cases. Case are not routed by teams.
NO33
Ursa Major Solar uses the following:
- Private data access model for cases
- Support agents, who own cases
- Product specialists who occasionally need access to cases in their product line
Choose 2 options.
1.Case owners manually add product specialists to ad hoc case teams.
2.A case escalation rule assigns ownership to product specialists.
3.Case owners configure pre-defined case teams.
4.Administrators configure pre-defined case teams and assignment rules.
ANSWER
1.Case owners manually add product specialists to ad hoc case teams.
4.Administrators configure pre-defined case teams and assignment rules.
A case team is a group of people that work together to solve cases.
FALSE
2.A case escalation rule assigns ownership to product specialists.
Escalation rules would not allow for teams to access that case.
3.Case owners configure pre-defined case teams.
Case teams are configured by admins
NO34
Ursa Major Solar has the following environment and requirements:
- Critical, high-priority accounts have an assigned District Manager, Sales Representative, Inside Sales Representative, and Customer Service Representative.
- The Sales Manager wants to prevent these accounts from being inadvertently contacted more than once on the same day.
- The Sales Manager wants to report on various customer interactions.
1.Log a separate task, call, or activity on the account.
2.Log a case on the account.
3.Post customer interactions in Chatter on the account.
4.Enter comments into the notes section on the account.
ANSWER
1.Log a separate task, call, or activity on the account.
Use activities to log key touchpoints on customers so that a report can be pulled.
FALSE
2.Log a case on the account.
Case are an inbound touchpoint from the customer, not to the customer.
3.Post customer interactions in Chatter on the account.
Activities should be used to log key touchpoints on customers so that a report can be pulled.
4.Enter comments into the notes section on the account.
Activities should be used to log key touchpoints on customers so that a report can be pulled.
NO35
Users at Universal Containers (UC) adhere to the following process for expense reports:
- Create the expense report.
- Attach receipts in an Expenses app.
- Send the report to the accountant to review and approve.
What should the administrator consider from the User's perspective?
1.A user can create records, attach receipts as photos, and submit for approval.
2.A user can create list views, attach receipts as photos, and submit records for approval.
3.A user can search Salesforce Records, attach receipts as photos, and approve records from Chatter.
4.A user can utilize Search, create list views, and receive record push notifications from Chatter.
ANSWER
1.A user can create records, attach receipts as photos, and submit for approval.
An approval process automates how records are approved in Salesforce.
FALSE
2.A user can create list views, attach receipts as photos, and submit records for approval.
List views are not able to be submitted for approval.
3.A user can search Salesforce Records, attach receipts as photos, and approve records from Chatter.
An approval process automates how records are approved in Salesforce.
4.A user can utilize Search, create list views, and receive record push notifications from Chatter.
An approval process automates how records are approved in Salesforce.
NO36
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?
1.Loading Page Logo, Brand Color, Loading Page Color
2.Loading Page Color, Action Colors, Loading Page Logo
3.Individual Page Colors, Multiple Loading Page Logos
4.Tab Colors, Action Colors, Loading Page Logo
ANSWER
1.Loading Page Logo, Brand Color, Loading Page Color
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.
FALSE
2.Loading Page Color, Action Colors, Loading Page Logo
3.Individual Page Colors, Multiple Loading Page Logos
4.Tab Colors, Action Colors, Loading Page Logo
NO37
The managers at Ursa Major Solar asked the administrator to quickly provide access to sales reports and dashboards.
How can this be done?
1.Build reports and dashboards.
2.Use the Salesforce Auto-Report Builder.
3.Search the AppExchange for free adoption report apps.
4.Log a case to Salesforce Support.
ANSWER
3.Search the AppExchange for free adoption report apps.
The Salesforce Adoption Dashboards app can be found on the AppExchange.
FALSE
1.Build reports and dashboards.
2.Use the Salesforce Auto-Report Builder.
4.Log a case to Salesforce Support.
NO38
A new approval process is being adapted by Ursa Major Solar. After an opportunity has been approved, the contract is sent to the customer for signature as the final step in that process.
How can the administrator implement this functionality?
1.Use the Salesforce Autosign flow.
2.Check the "Send PDF" box on the approval process setup.
3.Install an app from the AppExchange.
4.Hire a consulting firm to develop a document signing workflow.
ANSWER
3.Install an app from the AppExchange.
AppExchange is the leading enterprise cloud marketplace with ready-to-install apps, solutions, and consultants that let you extend Salesforce.
FALSE
1.Use the Salesforce Autosign flow.
2.Check the "Send PDF" box on the approval process setup.
4.Hire a consulting firm to develop a document signing workflow.
NO39
Recently, one of Ursa Major Solar's (UMS) competitors lost critical data after a powerful hurricane caused multiple power outages.
UMS needs to ensure that its Salesforce data is backed up and protected from such an event.
Which two statements are true regarding this goal?
Choose 2 options.
1.UMS can download an app from the AppExchange.
2.UMS can use Salesforce's weekly or monthly backup service, which is provided via a zip file.
3.UMS can use Salesforce's daily backup service, which is provided via a zip file.
4.UMS should contact Salesforce Support for a free backup.
ANSWER
1.UMS can download an app from the AppExchange.
AppExchange is the leading enterprise cloud marketplace with ready-to-install apps, solutions, and consultants that let you extend Salesforce.
2.UMS can use Salesforce's weekly or monthly backup service, which is provided via a zip file.
FALSE
3.UMS can use Salesforce's daily backup service, which is provided via a zip file.
4.UMS should contact Salesforce Support for a free backup.
A Salesforce org can generate backup files of your data on a weekly or monthly basis.
NO40
Ursa Major Solar is looking into backup methods.
Which set of small and large data backup methods are available in native Salesforce?
1.Data Loader Exports, Report Exports, and Weekly Data Export Service
2.Report Exports, Dashboard Exports, and Weekly Data Export Service
3.Data Loader Exports, Mass Exports, and Weekly Data Export Service
4.Mass Export Wizard, Weekly Data Export Service, and Data Loader Exports
ANSWER
1.Data Loader Exports, Report Exports, and Weekly Data Export Service
Data can be backed up via Data Loader Exports, Report Exports, and Weekly Data Export Service.
FALSE
2.Report Exports, Dashboard Exports, and Weekly Data Export Service
Dashboards are not available for backup.
3.Data Loader Exports, Mass Exports, and Weekly Data Export Service
4.Mass Export Wizard, Weekly Data Export Service, and Data Loader Exports
Mass exports are not available.