Please check this URL.
https://developer.salesforce.com/files/ti/thi/THI-000393/administratorpracticetest.html

No21
Which two actions should an administrator perform to provide a sales team with an easy solution for gathering customer requirements and sharing presentations with their customers?
Choose 2 options.

1 Add customers to private Chatter groups.
2 Use Salesforce Files to post presentations in Chatter.
3 Add customers to libraries.
4 Ensure opportunity teams are created for customers.

ANSWER
1 Add customers to private Chatter groups.
Create a Chatter customer group. Customers can see only the groups they're invited to. They can interact only with members of those groups.
2 Use Salesforce Files to post presentations in Chatter.
Post files to a Chatter customer group.

FALSE
3 Add customers to libraries.
External customers cannot be added to Libraries.
4 Ensure opportunity teams are created for customers.
Opportunity teams are for internal users.

No22
Ursa Major Solar customers are starting to request custom-sized solar panels, which are currently unavailable in the standard inventory. Management has decided to add custom sizing as an add-on item in Salesforce.
The administrator needs to allow sales users to add custom sizing to the total opportunity sale.
What should the administrator do to achieve this goal?

1 Add custom sizing as a new product in a pricebook.
2 Add a new field on the opportunity labeled custom sizing.
3 Make a new custom object related to opportunities for custom sizing.
4 Add custom sizing as a new product in an order.

ANSWER
1 Add custom sizing as a new product in a pricebook.
Use products and pricebooks to track what is being sold.

No23
Ursa Major Solar (UMS) is configuring the lead conversion process.

Which two factors should UMS consider before setting up the process?

Choose 2 options

1 Roll-up summary lead fields can be mapped to custom contact fields.
2 Standard lead fields are automatically converted to account, contact, and opportunity fields.
3 Custom lead fields can be mapped to account, contact, and opportunity fields.
4 Custom lead fields can be mapped to custom object fields.

ANSWER
2 Standard lead fields are automatically converted to account, contact, and opportunity fields.
When leads are converted lead records, standard lead fields map to contact, account, person account, and opportunity fields. Custom fields are map to newly created records.

3 Custom lead fields can be mapped to account, contact, and opportunity fields.
When leads are converted lead records, standard lead fields map to contact, account, person account, and opportunity fields. Custom fields are map to newly created records.

FALSE
1 Roll-up summary lead fields can be mapped to custom contact fields.
Roll-up summarizes are not avalible to map to another object.

4 Custom lead fields can be mapped to custom object fields.
Leads are not converted to custom objects.

NO24

An Administrator at Ursa Major Solar is converting a lead and needs to capture custom lead data on the converted contact.

What should the administrator do to accomplish this goal?

1 Map custom lead fields to custom contact fields.
2 Utilize the lead conversion wizard to select the fields.
3 Utilize the data loader to move the custom lead data.
4 Map custom lead fields to standard contact fields.

ANSWER
1 Map custom lead fields to custom contact fields.
When leads are converted lead records, standard lead fields map to contact, account, person account, and opportunity fields. Custom fields are map to newly created records.

FALSE
2 Utilize the lead conversion wizard to select the fields.
Fields are not selected by the converting user, they are setup by the admin

3 Utilize the data loader to move the custom lead data.
The standard lead convertion process converts data.

4 Map custom lead fields to standard contact fields.
Custom lead fields cannot be mapped to standard contact fields.

No25

What two valid assignee options should an administrator use to configure case assignment rules?

1 User
2 Queue
3 Case team
4 Public group

ANSEWR
1 User
2 Queue
User and queue can be assigned to a case.

FALSE
3 Case team
A case team is a group of people that work together to solve cases. Case teams cannot own records.
4 Public group
A public group consists of a set of users. Public groups cannot own records.

No26

Ursa Major Solar needs a case to be automatically created.

Which three features can an administrator use to accomplish this goal?

Choose 3 options.

1 Email-to-case
2 SMS-to-case
3 Lightning for Outlook
4 Process Builder
5 Web-to-case

ANSWER
1 Email-to-case
Setup Web-to-Case or Email-to-Case to automatically capture cases from your website and customer emails.
4 Process Builder
Configure a process to create records automaticly with process builder
5 Web-to-case
Setup Web-to-Case or Email-to-Case to automatically capture cases from your website and customer emails.

FALSE
2 SMS-to-case
Salesforce cannot create cases via text without addtional coding or an app from the AppExchange.
3 Lightning for Outlook
Lightning for Outlook can link emails to Contacts, Leads, Accounts, Opportunities, and Cases.

No27

Ursa Major Solar tracks both user issues and customer issues.

A user issue can be logged as: new, waiting for reply, closed
A customer issue can be logged as: new, working, closed

An administrator needs to track both case types. Which features should be used?

1 Record Types and Support Processes
2 Page Layouts and Record Types
3 Workflows and Automated Case Users
4 Page Layouts and Process Builder

ANSWER
1 Record Types and Support Processes
Record types let you offer different business processes, picklist values, and page layouts to different users.

FALSE
2 Page Layouts and Record Types
Page layouts and record type are include in the support process. Use multiple business processes to track separate sales, support, and lead lifecycles.
3 Workflows and Automated Case Users
Use multiple business processes to track separate sales, support, and lead lifecycles.
4 Page Layouts and Process Builder
Use multiple business processes to track separate sales, support, and lead lifecycles.

No28

An administrator at Ursa Major Solar is setting up case feed.

What should the administrator consider?

1 Chatter feed tracking must be enabled for the case object.
2 The Use Case Feed permission is automatically active for all profiles.
3 By default, the case feed replaces the standard case detail page.
4 The Service Cloud user feature license is required for case feed.

ANSWER
1 Chatter feed tracking must be enabled for the case object.
Enabling Case Feed actions and feed items gives your users access to both standard actions they need when working with cases, such as Email and Change Status, and to feed items related to those actions.

FALSE
2 The Use Case Feed permission is automatically active for all profiles.
Enabling Case Feed actions and feed items gives your users access to both standard actions they need when working with cases, such as Email and Change Status, and to feed items related to those actions.

3 By default, the case feed replaces the standard case detail page.
Once you enable Case Feed actions and feed items, your cases are upgraded to the new user interface automatically.

4 The Service Cloud user feature license is required for case feed.
Case feed is enabled on in the support settings.

No29

Ursa Major Solar is setting up case assignment rules.

What are two places where the cases can be assigned?

Choose 2 options.

1 Queue
2 User
3 Contact
4 Profile

ANSWER
1 Queue
Rules assign leads and cases to the specified user or queue.
2 User
Rules assign leads and cases to the specified user or queue.

FALSE
Rules assign leads and cases to the specified user or queue.

No30

High Priority cases at Ursa Major Solar need to get a response in less than 3 hours or escalated to a queue called "High Priority Queue."

An administrator needs to configure the case management process to implement this requirement.

How should the administrator achieve this goal?

1 Create an assignment rule to assign all cases where status = high to the high priority queue.
2 Create an escalation rule to assign all cases where status = high to the high priority queue based on the last modification time and set the age over to 3 (hours).
3 Create an escalation rule to assign all cases where status = high to the high priority queue based on when the case is created.
4 Create a case milestone to assign all cases where status = high to the high priority queue based on the last modification time and set the age over to 3 (hours).

ANSEWR
2 Create an escalation rule to assign all cases where status = high to the high priority queue based on the last modification time and set the age over to 3 (hours).
Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry. Use age to track when the last response on the case was.

FALSE
1 Create an assignment rule to assign all cases where status = high to the high priority queue.
Assigmnet rules assign cases to a specified user or queue.

3 Create an escalation rule to assign all cases where status = high to the high priority queue based on when the case is created.
Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry. Use age to track when the last response on the case was.
4 Create a case milestone to assign all cases where status = high to the high priority queue based on the last modification time and set the age over to 3 (hours).
Milestones represent required, time-dependent steps in your support process, like first response or case resolution times.